River Valley Metro follows the Americans with Disabilities Act to provide complementary paratransit service. Metro is committed to providing quality transit services for all of our customers. We recognize that some customers’ disabilities do not allow them to use conventional fixed-route buses. Metro Plus ADA Paratransit Services provides transportation that is comparable to the service provided by the fixed route system. Travel time on Metro Plus can be comparable to the travel time on fixed route bus service, including transfers and wait time.
Who does Metro Plus Serve?
Metro Plus serves individuals with disabilities who are unable to board or disembark from a regular Metro wheelchair accessible fixed-route bus or ride independently due to a disability based on the Federal ADA guidelines.
The Metro Plus Service is An Origin to Destination Service
Operates in compliance with the Federal Transit Administration ADA regulations. This service is a shared ride program; You may not go directly to your destination. Metro Plus operates on the same days and hours as the fixed route service and is available to anyone living in the urbanized area of Kankakee County.
How to Apply for Metro Plus Eligibility
An application must be completed and submitted to River Valley Metro.
Below are the three ways to apply for eligibility:

  • Fill out online at RiverValleyMetro.com
  • Pick one up at Metro Centre, 1137 E 5000N Road, Bourbonnais
  • Call (815) 935-1403 to request an application be mailed

Eligibility for Metro Plus is based not only on the applicant’s health condition, disability, or the use of mobility aids but also on the affects the health condition or disability may have on the applicant’s functional ability to use the fixed route system.
Three Types of Metro Plus Eligibility:

  • Permanent – Eligibility for life. (Re-certification is required every two years)
  • Temporary – Temporary condition. (Such as: physical therapy/broken leg)
  • Conditional – Unable to ride fixed route during winter months.

Weight Limitations for Metro Plus
The rider’s weight combined with the size & weight of mobility device cannot exceed capabilities of vehicles. Maximum Weight Limitation is 900 pounds combined weight (mobility device and rider’s weight) on Metro Plus.
*Please remember when choosing a new mobility device to keep these restrictions in mind.
Hours of Operation (same hours as fixed-route service)

Monday – Friday: 5:00 am – 9:30 pm
Saturday: 7:00 am – 9:30 pm
Sunday and Major Holidays*: 8:00 am – 4:00 pm
(*Major Holidays include, New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day)

How much does Metro Plus cost?
Fare is $2.00 for a one-way trip, with reduced fare of $1.00 between 6:00 pm – 9:30 pm). All fares must be paid when boarding and passenger must have exact change.
You can pay with cash, two tokens, all day pass a 20 Punch Pass or an All Inclusive Pass (paper or electronic). Benefit Access Ride Free Permits are not eligible for use on Metro Plus.
Purchasing Tokens or Passes
Tokens & passes may be purchased at the Bourbonnais Metro Centre Monday – Friday, 8 am – 4:30 pm. The Metro Centre accepts cash and personal checks. Debit and credit cards are not accepted. The Metro Centre is located at 1137 E 5000N Road Bourbonnais, IL 60914.
Passes are also available at:

  • First Trust Bank, Court Street
  • Village of Bradley
  • Village of Manteno
  • Currency Exchange, Oak St
  • Currency Exchange, Meadowview
    (The Currency Exchange accepts all forms of payment; you will incur a small fee to use a credit/debit card.)

Rider Responsibilities:
Riders in wheelchairs or scooters are asked to…

  • Maintain equipment; including brakes, wheels and controls
  • Provide an accessible pathway without steps at pick-up location and destination

All riders are asked to Contact Metro with any of the Following Changes:

  • Mobility type or device
  • Address or phone numbers
  • Emergency contact name(s) and phone number(s)
  • PCA information

Riders must:

  • Follow Metro policies
  • Refrain from threatening behavior/language
  • Maintain good personal hygiene
  • Use headphones if listening to audio equipment

Riders are prohibited from smoking, including e-cigarettes, eating or drinking. Food and beverages must be in closed containers.
Metro Drivers are responsible for passenger safety and will report unsafe conditions or situation. Drivers have the right to refuse service if in their judgment a situation poses an immediate hazard to passengers, themselves or others. Riders who disregard ADA policies, engage in unsafe, threatening or illegal behavior or whose pick-up or destination location is not safely accessible may have services limited, suspended or denied.
When Can I Make a Reservation?
For Reservations call 815-937-4287
Reservations can be taken anytime during River Valley Metro hours of operations. Trip requests are available on a first come, first serve basis. All trips are subject to availability.

  • Reservations can be made up to 14 days in advance.
  • Next day trips must be scheduled no later than 4:30 pm the day before.
  • Return trips must be scheduled when pick-up reservation is made.
  • Requests for “same day” trips are accepted, but are subject to availability and are not guaranteed.
  • Keep the opening and closing times of your destination in mind, so you don’t have to wait outside. Just a reminder—first appointments of the day could make you wait outside.

Scheduling a Pick-up or Drop-off?
You can choose what time you are picked up or dropped off, but not both. If you need to be somewhere at a specific time, like an appointment or work, you need a Drop-off Appointment. If you know when you want picked up, you need a Pick-up Appointment.
Drop-off Request:
If you need to be somewhere at a specific time make a drop-off appointment. Let the dispatcher know what time you need to be at your destination. The trip will be scheduled to guarantee arrival sometime 30 minutes prior to request. The schedule will dictate what time you are picked up for that trip.
Example:

10:00 am doctor appointment
30-minute drop-off window: 9:25am – 9:55 am

We will drop you off in that window so you are not late. You will receive a call or text the night before to  let you know what time to be ready.
Pick-up Request:
If you know when you want picked up, make a pick-up appointment. Examples of this would be: after a doctor’s appointment, getting off work, going from the mall, grocery store or hair appointment.
Example:

Done at the store at 2:00 pm
30-minute pick-up window: 2:00 pm—2:30 pm

You will be picked up within the window listed above. You will be dropped off as the schedule dictates.
Will I be Guaranteed My Request?
 All trips are accepted on a first come, first serve basis. There are times that the schedule is full and we are unable to meet your request. When possible Metro will recommend alternate windows to meet your needs. You do not have to accept this alternate window.
Example:

9:00 am pick-up requested.
Metro searches between 8 am – 10 am for availability and offers an 8:30 am – 9:00 am or 9:45 am – 10:15 am.
It is up to you to accept or deny the offered windows.

What Information Do I Give When Making a Reservation?
Please give the information in the order listed below:

  • Last name, first name
  • Date of appointment
  • Form of payment
  • Pick-up location
  • Drop-off location (actual address/name of facility)
  • Time to arrive or requested time for pick-up
  • Will a PCA or guest be traveling?
  • Trip Comments – Specific drop-off or pick-up instructions (which door in a large facility)
  • Return Trip Information

Reservation Tips

  • Reserve trips early; this provides the best chance of getting your first choice.
  • Have the physical address of your destination available before calling.

To cancel or change a reservation call 815-937-4287.

  • Changes must be made by 4:30 pm the day before. All changes are subject to availability.
  • Same day cancellations must be made 2 hours prior to the pick-up or drop-off window. Cancellations less than 2 hours are considered late cancels and could result in loss of riding privileges.
  • Same day changes are considered cancellations and a same day trip request. The requests are subject to availability.
  • Destination changes are not permitted while on board the vehicle or at the time of pick-up, unless authorized by dispatch.

When possible, riders should be within line-of-sight of the vehicle while awaiting pick-up. Riders are asked to be ready at the beginning of their pick-up window or at ready time for a drop-off appointment.
For example:

  • Pick-up window 9:15 am – 9:45 am, rider must be ready to board by 9:15.
  • Drop-off window ready time 10:15 am* rider must be ready by 10:15 am

* You will receive a text or call the night before letting you know what time to be ready. All riders will receive a call or text when the bus is on the way to pick you up the day of your trip.

If you are ready early for pick-up, call 815-937-4287 to request an earlier pick-up.  An earlier pick-up is subject to availability.
After arrival within the window the drivers will wait five minutes. After the 5-minute period has expired, and the rider has not come out the bus will proceed on route and the trip is considered a No Show. If the rider comes out after the 5 minutes and boards the bus, the rider will be marked as a late board.

  • All fares must be paid upon boarding – must have exact fare.
  • All wheelchairs and scooters will be secured by the bus operator using a four-point belt securement system and over-center floor-mounted seat belt and shoulder strap; no exceptions.
  • When possible, passengers using scooters are encouraged to transfer to a seat.
  • All passengers on Metro Plus are required to wear seatbelts (including those in wheelchairs)
  • All passengers must be seated when the vehicle is in motion.

Unexpected events may delay the bus. If the bus has not arrived by the end of your window, contact dispatch at 815-937-4287 to inquire about your ride.

Visitors to River Valley Metro’s Service Area
Metro provides paratransit service to visitors with disabilities who do not reside in Metro’s service area.
It is easy to apply, just provide one of the following:

  • Documentation of ADA eligibility from their jurisdiction of residence, such as a valid ID card or letter from the agency.
  • A letter from a physician or rehab professional

If you do not have either of these, please provide:

  • Proof of residency, outside of the Metro service area
  • If disability is not apparent (e.g., cognitive disability or cardiac condition), Metro will request documentation from your professional.

Once received, service is available immediately!

Maximum number of travel days in a 365 day period
Visitors may travel any combination of 21 days during any 365-day period. If visitor exceeds 21 days they would need to apply for certification with Metro.

What Happens During Severe Weather?
Call 815-937-4287 for updates during severe weather. Even if Metro Plus service continues to operate normally during severe weather, your ride will be cancelled if the bus cannot safely access your pick-up or drop-off location or they cannot transfer you onto the bus.
How Can the Driver Assist Me?

  • Assist with fastening your seat belt.
  • Securing your mobility device.
  • Assist with boarding and disembarking the vehicle
  • Assist on the lift when boarding or disembarking.
  • If requested at time of booking, driver will assist passengers to and from the exterior door of the ground floor of a building.

Drivers are not allowed to enter buildings/residences. Drivers must remain in a visual sight of the vehicle.
Drivers are NOT Permitted

  • To carry or lift passengers.
  • To carry packages for riders, unless previously arranged
  • To accept tips

What Can I Bring on Metro Plus?
Approved Items Are:

  • Service Animals
  • Groceries (the amount that can be carried in a single trip)
  • Luggage – up to two pieces of luggage, plus a carry-on is permitted (per rider). Drivers cannot handle luggage.
  • Oxygen, respirators and concentrators – personal tanks are allowed. Driver can secure, but cannot operate the tank mechanism.

Other items may be carried on if:

  • You are able to carry the item(s) to and from the vehicle.
  • Item must be small enough to fit on your lap, under your seat or elsewhere clear of the aisles, seats and securement areas of the bus so it does not present a hazard to other passengers or the bus operator

Personal Care Attendants (PCA)
Metro permits one registered personal care attendant (PCA) to accompany an eligible rider. A PCA assists the rider with daily life functions and may provide assistance during the ride or at the destination. Personal Care Attendants ride free and must be registered with Metro.
Companions and Accompanying Children

  • Companions & Children age 6-18 pay regular fare
  • Maximum of 3 children 5 years & under ride free
  • More than one companion may ride based on availability
  • All riders must be picked up and dropped off at the same location as the rider.

No-Shows/Late Boarding and Late Cancellations
Riders are responsible for being ready to board the bus at the beginning of 30-minute pick-up window or at the ready time for their drop-off window. Below are the definitions of situations that lead to losing riding privileges.
Late Boarding: not ready to board within 5 minutes of the bus’s arrival within the window, but rides.
No Show: rider does not take the trip but the bus arrives and waits 5 minutes
Late Cancellation: cancelling a trip less than two hours before the beginning of their pick-up window.
A suspension of riding privileges will occur when a rider has 3 or more incidents in a 30-day rolling period, with them exceeding 10% of the total trips scheduled during this 30-day rolling period.
(Incidents beyond the rider’s control or due to a Metro error will not be counted.)
Levels of suspension

  • 1st occurrence – Warning letter
  • 2nd occurrence – Five (5) day suspension
  • 3rd occurrence – Ten (10) day suspension

Suspensions will remain on the rider’s record for a 12 month rolling period.

Riders Have the Right to Appeal all Suspensions.
Notification of suspension will be received via mail. Enclosed in the notice will be a Suspension Appeal form. If the rider feels that any of the occurrences listed were beyond their control or were result of River Valley Metro’s error, can complete the form and return to River Valley Metro or call and place an appeal within 60 days of notice of suspension.
Appeals may be heard by the Director of Operations. Riders may appear in person if they choose. The decision of the Director of Operations will be final. You will still be able to ride Metro Plus during the appeal process. A determination will be made in 30 days. Rider will be able to continue riding until the final determination has been received in writing.
Standing Orders
In the efforts to provide the best service possible, River Valley Metro offers a Standing Orders for those riders that require repetitive trips. Standing Order customers do not have to call to schedule these repetitive trips. Standing Orders are commonly used for work, school or dialysis treatment.
Trip Qualification for a Standing Order:

  • Must have the same origin & destination
  • Must have the same pick-up or drop-off window time.
  • Must be a minimum of 3 days/week

There are limited spaces for Standing Orders. If a time slot is not available, the request is placed on a waiting list. The rider will be contacted if a slot opens.
All Standing Orders are cancelled on the 6 major holidays (New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving and Christmas Day). If a trip is needed on one of those days, rider will have to make the appointment.
If you feel you have trips that qualify for a Standing Order contact the ADA Representative to check for availability
Recertification for ADA Eligibility
Every two years, a renewal notice will be mailed or emailed 30 days prior to the   rider’s expiration of eligibility. The form must be completed and returned no later than the expiration date. If the renewal form is not received by the requested date, the rider could lose their eligibility and will need to reapply for service.