VineGo Paratransit Service

VineGo is a shared ride service and provides transportation curb-to-curb, within 3/4 of a mile from the fixed route bus system. In order to use VineGo, you must be certified.

Do I qualify for VineGo?
Eligibility is on a case-by-case basis. According to ADA (Americans with Disabilities Act) regulations, only people with physical and/or cognitive limitations that prevent them from riding the Vine bus can qualify for VineGo.

How can I apply?

To apply to use paratransit, you must complete a two-part process:

1. Apply using the ADA Paratransit Services Form. Include a photocopy of your identification card and a passport photo/headshot. Mail your application to:
2. Complete a telephone interview.

Mail your application to:
Paratransit Eligibility Processing Office
NVTA
625 Burnell Street
Napa, CA 94559

Alternatively, you can complete the application process all online. Visit www.adaride.com and complete their simple three step process:
1.	Create an account in the ADA Ride system
2.	Complete application form
3.	Print and/or email forms

Need help with the paper application process? Call the Paratransit Eligibility Customer Service at (707) 253-4649. Need help with the www.adaride.com website? Call ADARide at 877-232-7433 or checkout this user guide.

Need help with the application process? Call the Paratransit Eligibility Customer Service at (707) 253-4649.

How does the assessment take place?

In response to the COVID-19 pandemic, NVTA has suspended in-person assessments until further notice.  All assessments including renewals will be made by phone appointment.  For more information or to schedule your appointment, please contact the VineGo Paratransit Eligibility desk at (707) 252 2600.

Is there anything I should prepare for my assessment?

Yes. Be prepared with a list of:

• Any sort of mobility device you use
• A list of medications you are taking
• The name of a personal care attendant (PCA) you travel with, if you have one.
  

When will I know if I am eligible?

The Americans with Disabilities Act allows paratransit providers like VineGo up to 21 days to determine if someone is eligible. However, final decisions are often made much sooner. If an application is not processed within 21 days, is presumptive eligibility granted on the 22nd day until and unless the application is denied in writing

Is there an appeals process ?

If a paratransit applicant is deemed ineligible and does not agree with the determination they have the right to appeal the decision. To formally appeal a decision a letter must be submitted to NVTA within 60 days of receiving an eligibility determination letter. The letter shall be addressed to NVTA 625 Burnell St. Napa, CA 94559 to the attention of the Manger of Public Transit. Upon receiving the letter an appeals panel will be assembled to hear an applicant’s appeal. The applicant or someone they appoint to speak on their behalf shall be contacted and an in person meeting with the panel will be scheduled. The panel shall consist of a member of Napa County’s Paratransit Coordinating Council (PCC), a member of NVTA’s Evaluation Contractor’s evaluation staff, and the Manager of Public Transit or his/her designated staff member. The appeals panel will render a final written decision within thirty (30) days of hearing the appeal. Should the appeals panel not render a decision within the thirty (30) days after the completion of the appeals process, NVTA shall provide paratransit service to the applicant until a decision is rendered. Free transportation shall be provided to the appealing applicant and their personal care attendant (PCA) to the appeals hearing.

How VineGo works

VineGo can pick up passengers from the doorsteps of their home to their destinations. If VineGo can’t pick up or drop off passengers due to difficulties or physical barriers, VineGo will pick up/drop off the passenger at the nearest safe location). Roundtrips are welcome.

Enrollees can schedule trips up to 7 days in advance. Same-day reservations are also welcome; however, we recommend making trip reservations in advance, as this service is in high demand. All rides are scheduled over the phone. 

Key Notes:

• BE FLEXIBLE. VineGo dispatch can negotiate a pickup time up to 60 minutes before or after your requested pick-up time.
• Remember that this is a SHARED RIDE SERVICE (NOT A TAXI SERVICE). The driver may pick up or drop off other passengers along the way.

Scheduling a ride
Call (707) 252-2600 to schedule a ride.
(You must be enrolled in VineGo before scheduling a ride.)

Reservation hours:
Monday – Friday: 8am – 6pm
Saturday – Sunday: 8am – 5pm 

VineGo service hours
Mondays – Fridays: 4:30am – 9:30pm
Saturdays & Sundays: 6:00am – 9:00pm

Fares

Fares range from $3.20 or $6.40 and are based on distance traveled. Passes are also available at a discounted price. Rides are charged based on the actual fare. ADA fares are no more than twice the adult fixed route fare charged by the Vine. Please note that VineGo is NOT an emergency transportation service. If you have an emergency of any nature, call 911.

Exact fare is required on all buses. All fares are non-refundable. Drivers cannot make change.

VineGo One-Way Fares

	Calistoga	St. Helena	Yountville	Napa	American Canyon	Kaiser Vallejo
Calistoga	X	$3.20	$3.20	$3.20	$6.40	$6.40
St. Helena	$3.20	X	$3.20	$3.20	$3.20	$6.40
Yountville	$3.20	$3.20	X	$3.20	$3.20	$6.40
Napa	$3.20	$3.20	$3.20	$3.20	$3.20	$3.20
American Canyon	$6.40	$3.20	$3.20	$3.20	X	$3.20
Kaiser Vallejo	$6.40	$6.40	$6.40	$3.20	$3.20	X
X = If the city of your residence has public transportation that offers door-to-door services, Vine Go will only provide trips outside that city.

VineGo Discount Pass

Eligible members of VineGo may purchase discount passes at the Soscol Gateway Transit Center or online. The purchase price of a discount pass is $17 for a $20 value.

Reasonable accommodation

Public transit passengers with disabilities may request reasonable modifications be made to accommodate their use of public transit. Requests should be made in written form and submitted to the Manager of Public Transit at 625 Burnell St., Napa, CA 94559.

Comments and complaints

Comments and Complaints from the public may be received electronically through our customer service portal. Please click the “More” link on the page header and select “Contact.” Prepaid comment cards are available in English and Spanish on Vine vehicles. When complaints are received, NVTA staff and/or contractor will acknowledge receipt of the complaint within 24 hours from the time it is received. All complaints should be investigated and resolved within 5 business days. Complaining party shall be notified of the agency’s resolution of the complaint within 5 business days. NVTA’s contractor shall maintain documentation of all complaints received and their resolution and provide monthly written summaries to be included in the contractor’s monthly invoice to NVTA.

ADA visitors to Napa County

ADA-eligible visitors from outside the Bay Area may also use the VineGo paratransit service. ADA visitors can contact their paratransit service of their residency and ask to send their ADA service information to VineGo at the fax number of (707) 259-8638. Once VineGo has the information in the database, visitors can use VineGo with a courtesy period of 30 days of service during any 365-day period beginning with the visitors’ first use of VineGo. If the ADA visitor needs more time than 30 days, they must be formally relocated into the VineGo service area and furnish a permanent Napa address.

What happens if I live outside the service area?

People who live outside of the paratransit service area can still apply for ADA paratransit eligibility. Although VineGo paratransit does not serve areas more than 3/4 mile from the Vine fixed-route service, if a paratransit eligible person who lives outside the service area can, for example, catch a ride with a neighbor or otherwise get themselves to a point inside the service area, the individual may use the VineGo paratransit service.