GoDurham ACCESS ADA Paratransit
GoDurham ACCESS is a curb-to-curb ADA paratransit service for city of Durham residents whose disabilities prevent them from using standard fixed-route bus service.
About GoDurham ACCESS ADA Paratransit
GoDurham ACCESS is the city of Durham’s ADA paratransit service. Residents who live within the city limits of Durham and have a disability that makes it difficult to ride the standard fixed-route buses may be eligible. GoDurham ACCESS gives eligible riders the flexibility to schedule rides in advance directly to and from any destination that is within 3/4th of a mile of a GoDurham bus stop.
Download our Mobility Service Guide PDF below for additional guidelines and information about GoDurham ACCESS.
GoDurham ACCESS ADA Paratransit Eligibility
Most people with disabilities may qualify for GoDurham ACCESS.
To qualify, you must live within Durham city limits and have a disability that affects your ability to use the fixed-route bus system.
You may qualify if:
- You are unable to travel to a bus stop because of a specific mobility impairment.
- You are unable to navigate independently because of a failure to recognize landmarks, follow directions, or otherwise learn how to use the fixed-route bus service.
- You are unable to independently get on or off a bus that has a wheelchair lift or ramp.
- You have a condition that affects your endurance, vision, cognition, hearing, or have a severe medical condition.
How to Apply for ADA Paratransit Services
If you think that you or someone you know is eligible for the GoDurham ACCESS ADA Paratransit Services, you can apply through one of the following options below. Note that the application has a Part A and B. Part A must be completed by the applicant or caretaker, while Part B must be completed by a doctor or registered health care provider.
Option 1: Complete and submit the online ADA paratransit application
You will first be asked to create a user profile before completing the application. Applicants must also provide a name, contact phone number, and email address for their healthcare provider.
Option 2: Complete a printed GoDurham ACCESS ADA Paratransit application
Download the application below, or call (919) 560-1551 to receive an application by mail. A doctor or registered health care provider must complete part of the application before it is returned to GoDurham ACCESS.
- Download ADA Paratransit Application (English PDF)
- Download ADA Paratransit Application (Spanish PDF)
- Download Healthcare Provider Certification (English PDF)
- Download Healthcare Provider Certification (Spanish PDF)
Return the applications via mail or drop it off at:
GoDurham ACCESS
ATTN: GoDurham ACCESS Application
1911 Fay Street
Durham, NC 27704
After receiving a completed application, we’ll contact you to schedule an in-person assessment at one of our sites. A licensed therapist will evaluate your functional abilities related to use of public transit (for example, your ability to walk or travel a measured distance). Be sure to bring any mobility aids you use.
Need a ride to your assessment? We can provide transportation when your appointment is scheduled.
- The full review process takes up to 21 days.
- GoDurham ACCESS requires riders to recertify for ADA paratransit services every four years.
- You will receive a text reminder 30 days before your certification expires. To stay eligible and continue using ADA paratransit services, download and submit the recertification application, or contact the GoDurham ACCESS ADA Coordinator to begin the recertification process. Download Recertification Application (English PDF)
How to Schedule a Ride with GoDurham ACCESS ADA Paratransit
You must be an approved rider to schedule a trip with GoDurham ACCESS. You can schedule a ride with GoDurham ACCESS ADA Paratransit by calling, or by using the mobile or web portal. Follow the steps below to learn how to schedule a ride.
Option 1: Call to schedule a ride.
Step 1: Call to make a reservation.
To schedule a trip on GoDurham ACCESS, call a reservations agent at (919) 560-1551. Reservations can be made with a reservations agent Monday through Sunday from 8 a.m. to 4:30 p.m. After these hours, an AI scheduler will help you book your ride.
Reservations must be made at least one day in advance and can be scheduled up to 14 days ahead.
Trips are booked first-come, first-served, so early reservations are encouraged. If the preferred time isn’t available, you may be asked to adjust your arrival time by up to one hour.
Riders with recurring trips (e.g., work commutes) may request a block reservation for added convenience, based on availability.
Step 2: Share your details and get your ride confirmation.
When scheduling a reservation, customers must provide the following information:
- The passenger’s name
- The pick-up address
- The drop-off address
- The appointment time
- The desired return time
- Whether an attendant or companion will travel with the passenger
Once the trip has been scheduled, the customer will be provided with the following information:
- The initial pick-up time
- The pick-up time for the return trip
- A confirmation number
Option 2: Schedule a ride on the GoDurham ACCESS app for smartphone users or use the web portal.
Step 1: Download the app on your smartphone or open the web portal.
Step 2: Select your pickup point.
Step 3: Set your drop-off location.
Step 4: Adjust your rider settings, choose your pickup time, and track your ride in the app.
Navigate to our GoDurham ACCESS App page to learn more.
What to Expect on the Day of Your Ride
Be ready during the pickup window. Once your trip is reserved, the van may arrive up to 15 minutes before or after your scheduled pick-up time.
- You must be ready to depart at any time within this 30-minute window.
- Drivers can only wait 5 minutes before they must leave to pick up the next customer.
GoDurham ACCESS schedules trips to serve as many riders as possible. Actual trip times are scheduled to fit among other customers’ scheduled trips.
- Customers should expect several stops to pick up other people before arriving at their destination.
- Passengers will be grouped with other individuals traveling in the same area.
- No person should be in the GoDurham ACCESS van for more than 80 minutes.
When booking the return trip, if a customer’s requested time is not available, you’ll be given the closest available time.
As an example of how a ride might work:
- Outbound trip – If a customer has a 3:00 p.m. doctor’s appointment, your pickup time might be scheduled for 2:00 p.m., and your van could arrive any time between 1:45 p.m. to 2:15 p.m. (15 minutes before or after the scheduled pickup time).
- Return trip – If you requested a 4:00 p.m. return time and it is not available, you may be scheduled a return for 4:30 p.m., and your van could arrive any time between 4:15 p.m. to 4:45 p.m. (15 minutes before or after the scheduled pickup time).
GoDurham ACCESS ADA Paratransit Policies:
Before you ride, we encourage you to review our policies. Learn about fares, cancellations, no-shows, the right to appeal, traveling with personal care attendants (PCAs) or companions, inclement weather procedures, and safety guidelines.
Regional Travel with GoTriangle ACCESS
Current GoDurham ACCESS riders automatically qualify for paratransit trips throughout the Triangle. To get started with booking trips throughout the Triangle:
- Contact the GoDurham ACCESS ADA coordinator to request that your information be transferred to any regional transit agency, including: GoTriangle, GoRaleigh, GoCary, or Chapel Hill Transit.
- Visit each transit agency’s website to view the service areas, how to book a trip, and current fares for each city.
Frequently Asked Questions
Who can use GoDurham ACCESS ADA Paratransit?
GoDurham ACCESS is for individuals whose disabilities prevent them from using GoDurham’s fixed-route buses. To use the service, you must be approved for ADA paratransit eligibility through a two-part application completed by you or a caregiver and a doctor or registered healthcare provider, and complete an in-person assessment.
How old do I have to be to ride GoDurham ACCESS?
GoDurham ACCESS serves riders of all ages. Children 12 and under must be accompanied by an adult, while children 12 and over can ride alone.
How much does it cost?
GoDurham ACCESS is fare-free through June 2027.
How do I apply to use GoDurham ACCESS ADA Paratransit?
Apply online or submit a printed application (English PDF/Spanish PDF). You can also call (919) 560-1551 to receive a printed application by mail.
How does GoDurham ACCESS ADA Paratransit work, and what should I expect when using the service?
GoDurham ACCESS provides curb-to-curb (or door-to-door upon request) transportation for eligible riders. Once approved for the service, you can schedule rides in advance to travel anywhere within the GoDurham service area.
When using GoDurham ACCESS, a paratransit van will pick you up and take you directly to your destination.
Rides must be booked at least one day in advance, and you can expect shared trips with other riders traveling in the same direction.
Is GoDurham ACCESS ADA Paratransit only used for medical appointments?
No, we’ll take you anywhere you need to go within the city limits of Durham.
How do I schedule a ride?
Schedule a ride by calling a reservationist at (919) 560-1551 or by using the GoDurham ACCESS app and web portal.
Can someone book a ride for me?
Yes, someone else can book your ride for you.
Can I set up recurring trips?
Yes, you can set up recurring trips when you call to schedule a ride or by using the GoDurham ACCESS app.
When should I be ready for my ride?
Be ready for your ride at least 15 minutes before your scheduled pickup time.
How long will my ride take?
Ride times vary based on distance, traffic, and other passenger pickups or drop-offs since GoDurham ACCESS is a shared-ride service. However, your trip should not take longer than 80 minutes.
How far will GoDurham ACCESS take me?
GoDurham ACCESS will take you anywhere within Durham city limits.
How do I cancel my ride?
To cancel your ride, call (919) 560-1551, option 2, or cancel through the GoDurham ACCESS app or web portal. Cancellations must be made at least one hour before the scheduled pickup time.
How do I change my account information on the GoDurham ACCESS app?
To change your account information, such as your phone number or email, please call us at (919) 560-1551.