ADA Paratransit Eligibility

The eligibility determination will be completed within 21 days of receipt of a complete application. If the eligibility determination is not made within 21 days of completion, temporary service begins on the 22nd day, by calling the Call Center.

Certification Process

Intake staff will review the application and confirmation of healthcare provide assessment to determine the need for service. Eligibility status notification will be made by mail. Confirmation of approval alerts will also be sent via our notification system.

Incomplete application will promptly be returned to applicant for completion. If questions can be complete over the phone, intake staff will conduct a phone interview. Incomplete applications will remain on file as per our records retention policy.

Note: If you change your address or your disability needs change, call the Call Center at (863) 534-5500.

Certification Expiration

(ADA) Recertification

Eligibility Recertification will be required for each Paratransit participant prior to expiration of current eligibility period. Notifications of ending eligibility will be provided by mail within 60 days of the end date. A follow-up notification from our automated system will be sent out 30 days prior to expiration. We recommend submitting applications 21 days prior to the expiration date to avoid interruption of service.

Eligibility Determination Appeal Process

Applicants can file an appeal if they disagree with the eligibility that has been granted by Citrus Connection. The appeal must be received in writing within 60 days.

The applicant will have the opportunity to be heard in person by an official other than the one who processed the initial application. Applicants may present additional information and arguments regarding the disability and inability to use the regular bus system.

You will be contacted and given an opportunity to appear in person before the appeals Committee or send in your written correspondence to be brought before the Appeals Committee within (30) days of receipt of your letter. If you require transportation to attend the meeting, Transportation will be provided upon request. You may also bring someone with you if you choose to.

The applicant will be considered “presumptively eligible,” and Citrus Connection will provide service to the applicant until a decision by the appeals committee is made. The decision of the appeals committee will be final, and the applicant will be notified in writing and by phone (if possible) within seven days of the appeals committee’s decision.

Out of Area Visitors

Visitors qualify  if they are eligible for ADA paratransit services in other jurisdictions.

Visitors who have not been certified eligible by another transit provider and who make claim that they are unable to use fixed route will have presumptive eligibility.  

Visitor Status requirements
Visitors need an out of area eligibility letter/card and documentation of their place of residence.

Eligibility period
Up to 21 days in a Calendar year (365 days). Visitors needing more than 21 days will be required to apply for Citrus Connection Para- transit service.

ADA Reservations – Scheduling Trips

ADA passengers may book their trips online using Passenger Portal or call our scheduling department at (863) 534-5500 Press opt# 1 for Trip booking.

ADA has no restrictions on the purpose or numbers of trips you may take.

Trip reservations can be scheduled the day before the trip, and up to fourteen days in advance. Reservation can be made Monday – Friday from 8 a.m. to 5 p.m. & Saturday from 8 a.m. to 3 p.m.

On Sundays and holidays, when administrative offices are closed. You can book online by accessing Passenger Portal for scheduling at: https://door-to-door.ridecitrus.com.

(ADA) Reservations may also be left on the voicemail by calling (863) 534-5500 Ext: 2146 for next-day service only. A detailed message about your reservation needs must be left on the voicemail by 4:00pm. List the following information.

Be prepared to provide the following information:

1. First and last name
2. Date(s) of travel
3. The time you would like to be picked up or the time you need to reach your destination.
4. Complete pick-up and destination address, including an apartment number, suite number, and gate or security code, building identification, zip code and telephone number.
5. If traveling with a personal care attendant (PCA), companion (COM), service animal or an assistive device, such as a wheelchair, scooter, walker, cane, oxygen tank, etc.

TD Service Area

Transportation Disadvantage services are provided to customers whose lives or travels out of Fixed Route service area.

TD Para Transit Door to Door service will be provided for clients who cannot access public transportation because of the distance and medical reasons that would prevent the use of the fixed route bus.

TD Recertification

Eligibility Recertification for services will be required for each Paratransit participant prior to expiration of his or her current eligibility period. Notifications of ending eligibility will be provided by mail within 60 days of the end date. And a follow-up notification from our automated system will be sent out 30 days prior to expiration. We recommend submitting applications 21 days prior to the expiration date to avoid interruption of service.

TD Reservations

Transportation Disadvantaged (TD) is a limited shared ride program. Reservations are taken on a first-come, first-served basis and subject to availability. You may schedule trips 3-to-14days in advance prior to the date service is needed.

Scheduling for TD Para Transit service is Monday- Friday 8:00am 5:00pm.

POLK TRANSPORTATION DISADVANTAGED- PRIORITIZATION POLICY (Approved Revision 12/2024)

Citrus Connection, the Community Transportation Coordinator (CTC) for Polk County, implements a Local Coordinating Board-approved Prioritization Policy for trips provided through the “Non-sponsored Trip-Equipment Grant,” to provide the maximum number of the most critical trips, with available funds. The Prioritization Policy was established prior to 2015. This 12/2024 revision establishes that Medical, Nutrition, Employment, and Education will be top priorities. If funding allows, the other trip purposes will be considered at the discretion of the CTC in this priority order:

1. Medical/Medical Related – (Examples: Life sustaining medical—dialysis, chemotherapy, radiation, hospital discharge, other medical appointments and treatment, mental health, dental, pharmacy, physical therapy, etc.) Medical appointments more than 20 miles require referrals.
2. Nutrition – Examples: Grocery shopping, food banks.
3. Employment – Personal travel to employment, up to 20 miles within Polk County. No employment trips on Saturdays.
4. Specific Education and Training Determined by the CTC to be for Critical Life Skills – (Examples: Sheltered workshop, specialized training for the disabled, etc.) Up to 20 miles within Polk County. No employment trips on Saturdays.)
5. Obtaining Social Services – (Examples: Government offices, Courts, Pay utility bills, banks for personal business, legal.)
6. Other Activities – (Examples: leisure shopping, social events, recreation, gym, etc.)

The CTC shall determine if funding is available to allow the requested trip using the above priorities established by the LCB.

Certification Expiration

Eligible riders are certified for services for a period of up to one year. The eligibility period will depend on the program the participant’s is enrolled in and/or disability. As some disabilities are temporarily, its duration.

Recertification Process

Recertification for services will be required for each Citrus Connection Paratransit participant prior to expiration of his or her current eligibility period. Notifications of ending eligibility will be provide by mail within 60 days of ending date. A follow-up notification from our automated system will send notification out 30 days prior to expiration. We recommend submitting applications 21 days prior to the expiration date.

Here is a summary of the certification process:

After the review of your application, Citrus Connection will notify you via mail of your eligibility status. Confirmation of approval alerts will also be sent via our notification system.

Eligibility Determination Appeal Process

Applicants can appeal if the applicant disagrees with the eligibility that has been granted by Citrus Connection. The appeal must be received in writing within 60 days, which will begin 5 days after the initial determination letter is mailed. The applicant will have the opportunity to be heard in person by an official other than the one who turned them down and may present additional information and arguments regarding the disability and inability to use the regular fixed-route bus service.

If a decision is not made within 30 days of the completion of the appeals process, the applicant will be considered “presumptively eligible,” and Citrus Connection will provide service to the applicant until a decision by the appeals committee is made. The decision of the appeals committee will be final, and the applicant will be notified in writing and by phone (if possible) within seven days of the appeals committee’s decision.