How DART Serves Central Iowans with Disabilities

Being able to get from one place to another every day is something most of us take for granted. Whether it's commuting to work, getting to a medical appointment or having lunch with a friend, how we’ll get to our destination isn’t typically a big concern. In most cases, freedom is at our fingertips. 

For people with disabilities, however, accessing common activities isn’t always as easy. They’re forced to navigate nuances in almost all aspects of life, especially transportation, limiting the amount of freedom and flexibility they can enjoy.  

At DART, we’re committed to providing safe and reliable transportation to central Iowans with disabilities. We follow all federal mandates closely and strive to go beyond what’s required whenever we can. While there will always be room for us to improve, we’re serious about offering people with disabilities the best service possible.

Access: How the ADA Changed Public Transit

Authored more than thirty years ago by Cumming, Iowa native Senator Tom Harkin, the Americans with Disabilities Act (ADA) “prohibits discrimination on the basis of disability” and “guarantees that people with disabilities have the same opportunities as everyone.”¹ President George H. W. Bush signed the ADA into law on July 26, 1990, requiring public services and businesses to make reasonable accommodations for people with disabilities. Largely funded by taxpayer dollars, public transit agencies were no exception.  

Catherine Johnson, Executive Director of Disability Rights Iowa, said:

The ADA “radically changed every aspect of society” and “created a world where individuals with disabilities have a right to full access and inclusion.”  

Before the ADA became law, public buses were designed like school buses. Riders had to climb stairs when boarding their bus and then walked through a narrow aisle to reach their seat. It was difficult, if not impossible, for riders in wheelchairs to use public buses because the vehicles were high off the ground and were not equipped with technology to lift wheelchairs onboard. 

Following this monumental policy change, public bus manufacturers explored a variety of ways to make their vehicles accessible. They eventually settled on low-floor buses that allowed riders to board level with the curb or platform and included ramps or lifts for passengers with mobility challenges. Low-floor buses also offered wider doors and improved seating configurations. Public transit agencies across America use this type of bus, among others, in their service today.² 

Going Above and Beyond with Paratransit

In alignment with the ADA, the Federal Transit Administration (FTA) now requires all public transit agencies with fixed-route bus service (operated with low-floor buses, and thus ADA-compliant) to also offer Paratransit service for people with disabilities in their community.

Doing so takes serving riders with disabilities to the next level by operating door-to-door, traveling directly to riders’ homes and destinations instead of picking them up at traditional bus stops. This is helpful for individuals who have difficulty reaching a nearby bus stop or for riders who have intellectual disabilities that might make it hard to understand how to use fixed route bus service. 

At DART, Paratransit-eligible riders can travel anywhere within DART’s service area by booking a trip through Customer Service at least 24 hours in advance. Riders with disabilities become eligible for DART’s Paratransit service, known as Bus Plus, by submitting an application to Customer Service along with verification of their disability from a medical provider or other qualified professional.  

To ensure DART Paratransit/Bus Plus riders have a positive experience, DART thoroughly trains its bus operators and dispatch staff to serve people with disabilities. Customer Service team members also receive training and are taught to get as much information from riders who are booking trips as possible to help improve the service they receive, such as if there are specific entrances or exits they need to access at their home or destination.  

“What we do in our world is try to make it easier for riders by taking out the stress that comes along with transportation,” said DART Transportation Director Lewis Lowry.

DART does more for riders with disabilities than what is mandated by the FTA as well.

For example, DART provides Paratransit/Bus Plus service seven days a week on a similar schedule to fixed route buses, giving riders plenty of flexibility when planning their travel. Additionally, Paratransit-eligible riders who are able to ride DART fixed-route buses can do so for free. Offering this option helps DART reduce strain on Paratransit service that is in high demand across Greater Des Moines, but also adds flexibility and freedom for riders who usually have to schedule their trip in advance. 

Serving Customers in Unique Ways

Outside the bus, DART partners with the Iowa Department for the Blind to offer Braille translations on forms and DART Central Station platform signage. DART also uses a smart phone application (MyDART) compatible with screen-reading technology and updates bus stops and shelters to make them accessible whenever possible.

When making changes to increase accessibility at bus stops and shelters, we work with our community partners to pave a clear five-foot path from the curb to the bus door at an ADA-compliant grade and often add benches.

Lowry, who serves on the American Public Transportation Association’s Mobility Management Committee, said “I want to make sure that people with disabilities are able to go places and get there safely, get there on time, and get there with a smile on their face. When you’re in the service industry and you know that people trust you to get some place or to go somewhere, it’s your responsibility to deliver on that commitment – that promise.”

Representing DART on APTA’s Mobility Management Committee affords Lowry a valuable opportunity to connect with other public transit agencies on best practices for serving riders with disabilities. He also learns about new technologies that other organizations are using to improve their ADA-accessible services.

Providing Accessible Transportation is “Personal”

Going above and beyond to serve riders with disabilities is much more than just the job for DART staff members. It’s personal. 

DART Mobility Services Manager Skip Herbold pointed to one rider he knows personally who relies on DART’s Paratransit service every day to get to work and then home to care for a loved one with cancer. “You want things to work well for these people,” Herbold said.  

Frank Strong, a regular Paratransit rider in downtown Des Moines, says Paratransit service makes him feel included and valued because he can work a few days a week as a musician at La Mie Elevate, located in the city’s skywalk network. Extending free fixed-route rides to Paratransit-eligible riders expands that freedom and flexibility even more. Strong said, “I would be much more isolated [without Paratransit].”

Driving Accessibility Forward 

Although tremendous progress has been made in the 34 years since the ADA was signed, greater access is still needed for people with disabilities. There are certainly areas where public transit agencies can grow.

Disability Rights Iowa says the primary challenges riders with disabilities face are still frequency and access away from city centers. Knowing this, DART leadership is constantly looking for ways to improve accessibility and make our bus service better for riders with disabilities.  

We learn what needs to be addressed from Paratransit representatives on DART’s Transit Rider Advisory Committee (TRAC). TRAC’s role is to meet with DART team members monthly and advocate on behalf of riders in Greater Des Moines. DART values this partnership because it highlights where we need to improve to better meet riders’ needs.  

In the coming years, one big goal at DART is to upgrade our operating software to a program that gives Paratransit riders real-time text or app-based notifications about their bus, helping reduce their wait times outside and exposure to the elements, especially during extreme heat and frigid cold. We also plan to increase the number of accessible bus shelters across our service area for riders using DART’s fixed transit service.

Moving forward, there will be plenty of conversation about what we want our public transit system to look like and what services we provide for the next decade through Reimagine DART. How we serve our riders with disabilities will no doubt be an integral part of this planning process, as we hear from local elected leaders, staff and riders how much they value DART’s ADA-accessible services.

Share Your Story

Share your DART story with us! We’d love to hear how DART connects you to work, school or other places across Greater Des Moines.  

SOURCES:   

¹“Introduction to the Americans with Disabilities Act”, www.ada.gov 

²“Vehicle Design: Low-Floor Vehicles”, www.transit.dot.gov