About GoDurham ACCESS (ADA Paratransit)
Individuals with disabilities that prevent them from using accessible fixed-route transit service may be eligible for a curb-to-curb (with a door to door option upon request) paratransit van service called GoDurham ACCESS.
Unliked fixed-route buses that follow set schedules and stop only at designated bus stops, GoDurham ACCESS gives eligible riders the flexibility to schedule rides directly to and from specific locations within the service area.
GoDurham ACCESS Eligibility
Most people with disabilities may qualify for GoDurham ACCESS. Eligibility is based on how your disability 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.
Apply for GoDurham ACCESS
If you think that you or someone you know is eligible for the GoDurham ACCESS Paratransit Service, you can apply in one of two ways:
1. Apply online. Please complete and submit the Online ADA Paratransit Application.
- You will 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.
2. Submit a printed application. Download the application below, or call (919) 560-1551 to receive an application by mail.
- ADA Paratransit Application in English (PDF) or Spanish (PDF)
- Healthcare Provider Certification Application in English (PDF) or Spanish (PDF)
A doctor or registered health care provider must complete part of the application before it is returned to GoDurham ACCESS.
Return the applications via mail or drop it off at:
GoDurham ACCESS
ATTN: GoDurham ACCESS Application
1911 Fay Street
Durham, NC 27704
Once GoDurham ACCESS receives a completed application form, we will contact you to schedule a date and time for the required in-person assessment. You will need to come to one of our assessment sites where 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). If you use a mobility aid, you must bring it to the assessment. If transportation to and from the assessment is needed, it can be provided and scheduled when the assessment appointment is scheduled. The complete review process takes up to 21 days.
How to Book a Ride with GoDurham ACCESS
You must be an approved rider to schedule a trip with GoDurham ACCESS. You can schedule a ride with GoDurham ACCESS by calling, or by using the mobile or web portal.
Option 1: Schedule a Ride by Phone Call
Step 1. Call a GoDurham ACCESS reservations agent at (919) 560-1551 to schedule your trip.
Reservation hours: Monday-Sunday, 8:00 a.m. to 4:30 p.m.
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 encourage. 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 pickup 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 pickup time
- The pick-up time for the return trip
- A confirmation number
Option 2: Schedule a Ride Using the GoDurham ACCESS App
Step 1. Schedule your ride with GoDurham ACCESS using the app. View full, detailed text instructions on how to use the app. View the mobile guide on how to use the app in English (PDF) or in Spanish (PDF).
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.
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 pickup time.
- You must be ready to depart any time within this 30-minute window.
- Drivers can only wait 5 minutes before they must leave to pick up
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.
An example of how a ride might work:
- Outbound trip - If you have 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).
Read more in our Mobility Service Guide in English (PDF) or Spanish (PDF).
GoDurham ACCESS 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.