LinkAssist Program is Metro Link Tulsa’s door-to-door paratransit service for persons with disabilities who have been determined ADA Paratransit Eligible and who are five (5) years of age or older.
LinkAssist paratransit service is a door-to-door public transportation service for persons with disabilities who are unable to use MetroLink Tulsa’s fixed route buses. Paratransit is a shared-ride service operated with accessible vehicles. It is designed to be comparable to fixed-route service.
LinkAssist Program Guide to Paratransit Services – download one of the files or view the full guide below.
Revised: 08-01-22
Persons with disabilities may be eligible for ADA complementary paratransit service based on a permanent or temporary disability. According to federal regulations, paratransit services must be offered to persons whose disability:
Prevents them from getting on and off the bus or riding the bus.
Prevents them from traveling to or from a bus stop in Tulsa Transit’s fixed-route bus system.
Phone ADARide
Phone ADARIDE toll free at 1-877-232-7433 Monday through Friday from 10 a.m. to 6 p.m. to obtain an application form.
The MetroLink Tulsa Call Center does not mail applications, nor will LinkAssist Program applications be available at local agencies or health care facilities.
When you call ADARIDE, the customer service representative will get some basic information from you to begin the registration process. You can request a paper copy of the application and professional verification form be mailed to your home, or ADARIDE offers a more accessible option for those who want to complete the process on-line.
Fill out Application
When you receive the application or go online to complete the form (www.adaride.com), please read the instructions and fill out every question completely. The application includes a Professional Verification Form that must be completed and signed by a qualified and licensed professional. If this section is not completed, the application will be returned. The decision regarding eligibility for LinkAssist Services is a transportation decision, not a medical decision. However, it is essential to have information from the licensed professional to assist in making a decision regarding eligibility.
Submit Application
Send the completed application to:
ADARIDE
19300 South Hamilton Ave, Suite #120
Gardena, CA 90248
Receive Application Status
Upon receipt of your completed application, the contractor will have 21 days to make a determination regarding your eligibility. A determination letter will be mailed letting you know if and under what circumstances you will be eligible to ride the LinkAssist.
Eligibility for LinkAssist may be on a “conditional” basis, meaning service will be provided only for those trips in which ADA paratransit eligibility standards have been met. Riders will be required to use MetroLink Tulsa’s fixed-route bus service, or find alternative transportation, for trips that are not deemed ADA paratransit eligible.
Applicants who are determined eligible will be issued an identification (ID) card. LinkAssist customers who want to ride the fixed-route bus for free will be required to take their LinkAssist ID cards issued by ADARIDE along with another form of identification that includes a photo, to the
Denver Avenue Station,
319 S. Denver,
Tulsa, OK 74103.
Our staff will make you a photo ID card for just $1.00 that you can use on fixed-route buses to obtain the free fare.
Applicants who are denied ADA complementary paratransit eligibility will have an opportunity to appeal the decision within 60 days from the date of the determination letter.
Applicants who appeal may be:
Eligible riders are certified for services for a period of up to four (4) years. The eligibility period will depend on the LinkAssist participant’s specific disability and, if temporary, its duration. Once certification has expired, riders must be recertified to continue utilizing Lift services
Recertification for services will be required of LinkAssist customers prior to expiration of their current eligibility period. The contractor (ADARIDE) will notify LinkAssist participants of the recertification requirements approximately 45 calendar days prior to the expiration date.
The original certification determination will remain in effect until the final decision has been made and the appeal is closed. Applicants wanting to appeal should write a brief letter stating the reason(s) they feel the decision was in error, or they can contact ADARIDE at 1-877-232-7433 to state a desire to appeal.
Appeals also can be initiated through ADARIDE’s website at www.adaride.com.
Out-of-town visitors who present ADA eligibility documentation from another jurisdiction can use the LinkAssist. If a visitor does not have ADA eligibility documentation, the LinkAssist will request proof of disability. Visitors must provide proof of disability, along with a current address and phone number. Then the LinkAssist will grant the visitor presumed eligibility for 21 calendar days of service within a 365-day period. The service days do not have to be consecutive. If visitors need LinkAssist service more than 21 calendar days in a one-year period, they must apply and be certified locally.
LinkAssist Program drivers are trained in the special needs of persons with disabilities. Passengers must provide their own escorts to assist them with other travel needs. Special vehicle requests cannot be accepted.
LinkAssist trips can be scheduled Monday through Sunday through the lift request tab or phone. Customers can talk to a Customer Service Representative by calling 918-982-6882 or 711 (TDD for speech and hearing impaired) between the hours of 8AM and 4PM.
On weekends and holidays, customers can utilize our self-service web page (Rideco) to book .
The LinkAssist offers two types of service:
Demand Service
Demand service is provided when a customer calls the Call Center to make a reservation for service.
Subscription Service
Subscription service is a standing reservation for customers who make the same trip one or more times a week.
Subscription service is limited to riders traveling to the same place at the same time at least once a week for a minimum period of 30 calendar days. When a LinkAssist customer’s certification expires, that customer’s subscription service automatically cancels. In addition, subscription service automatically cancels anytime a customer is suspended due to no shows and/or late cancellations. Upon renewal of the certification or at the end of the suspension period, subscription customers must call 918-982-6882 to renew subscription service.
ADA regulations prohibit Metropolitan Tulsa Transit Authority (MetroLink Tulsa) from scheduling more than 50% of the available trips in any given hour for subscription customers. Therefore, there may be times when subscription service is not available at the time requested. In the event a customer is unable to schedule subscription service, trips must be booked daily or up to three days in advance.
Customer Service Representatives are available from 8:00 am to 4:00 pm Monday through Friday. On weekends customers can schedule using our after-hours voice recording system for Monday trips only. Reservations can be made up to three calendar days in advance.
To schedule a trip, call 918-982-6882 or utilize the lift trip request tab and
be ready to provide the following information:
When scheduling return trips, customers should allow plenty of time to complete their business, so they are ready when the vehicle arrives. Be aware of opening and closing times at the destination location to avoid waiting outside the building before or after business hours.
When scheduling trips, please follow these suggestions:
As established under the ADA, LinkAssist can offer travel times one hour before or one hour after the requested travel time. For instance, if you request a trip in the 8:00 a.m. hour and all the routes running in that hour are full, the Customer Service Representative will offer you pick-up times in the 7:00 a.m. hour or the 9:00 a.m. hour. If the trip is a no solution (a window time cannot be found at the time the trip is booked), the scheduler can look for arrival times of plus or minus one hour of the requested arrival/departure time.
Schedulers make two attempts to contact the customer, if no voicemail is available, the evening before a trip to provide the customer with their window times. It is the customer’s responsibility to know the hours of operation of the business/location to which they are booking a trip.
It is always a good idea for customers who book trips for the LinkAssist to record the name of the Customer Service Representative who booked the trip along with the date and time the reservation was made. Please note that all calls made to the Call Center are recorded for quality assurance.
Trips will be confirmed at the time they are scheduled. Please confirm dates, times, and addresses before ending the call to ensure the accuracy of the scheduled trip.
LinkAssist vehicles will arrive any time within a 30-minute pick-up window. Customer Service Representatives give the pick-up window at the time the trip is booked. It is very important for customers to write the pick-up window times down so there will be no confusion on the day of travel. Please be ready to board the vehicle immediately upon arrival.
The LinkAssist is a door-to-door, shared-ride service. Most riders can wait inside their residences or pick-up locations until the driver knocks on the door or rings the doorbell. There are instances in which the driver will be unable to provide door-to-door services.
(MTTA) MetroLink Tulsa’s policies regarding door-to-door service are:
If MetroLink Tulsa cannot provide door-to-door service for operational reasons (as outlined above), riders must be waiting outside.
When the vehicle arrives, customers are required to present their LinkAssist ID cards and the exact fare or a valid coupon. The driver cannot transport customers without the required fare.
Call Center Hours of Operation
Monday through Friday: 8:00 a.m. to 5:00 p.m.
Call Center After Hours
No trip will begin before 5:00 a.m. Monday through Saturday. No trip will begin later than 8:00 p.m. Monday through Saturday.
LinkAssist operates the same days as fixed route bus service. There is limited LinkAssist services on Sundays. However, the flex routes will deviate ¾ of a mile for the Sunday services. No service is provided on the following holidays: New Year’s Day, Memorial Day, Juneteenth, Fourth of July, Labor Day, Thanksgiving, and Christmas.
LinkAssist Scheduling Hours
Monday-Sunday: 8:00 a.m. – 4:00 p.m.
Requests for next day trips are received via telephone answering machine and email reservations@tulsatransit.org on weekends and holidays.
On Saturday and Sunday customers will leave requests on a monitored voice recorder.
Trip requests submitted by email, during the Call Center Hours of Operation, are processed within the same day. Customers are contacted back with trip information by end of day. Emailed trip requests submitted after hours are processed next day.
Regular Fare
LinkAssist Coupons
10 Rides: $35.00
All passengers must pay exact fare when boarding the vehicle. Drivers do not carry change. Change and or credit will not be given. LinkAssist Coupons can be purchased at the Denver Avenue and at some Quik-Trip locations. In addition, customers can purchase LinkAssist coupons on-line or via mail by sending a check or money order to:
MetroLink Tulsa
LinkAssist Coupon Books
510 S. Rockford Avenue,
Tulsa, OK 74120
When purchasing LinkAssist Coupons by mail, please add $.75 for all orders of $200.00 or less, or $1.50 for all orders exceeding $200.00 to help defray the cost of mailing them.
Please note: Drivers are not allowed to accept tips or gratuities.
MetroLink Tulsa provides paratransit service within Tulsa city limits. In certain limited cases where fixed-route buses travel near the city limit line, the paratransit service area extends beyond the city limits to meet the requirements of the ADA. For clarification on the service area boundaries, please call 918-982-6882 or emailing lift@tulsatransit.org.
If a customer lives outside of the service area they may use the LinkAssist Program if:
MetroLink Tulsa provides Lift-equipped buses.
If the vehicle has not arrived by the end of the 30-minute window, please call the Call Center at 918-982-6882. On weekends and after hours, customers can leave a message on the Call Center answering machine and their call will be returned the same day. In the event the pick-up is 30 minutes or more outside the window, customers will not be charged for the trip. For example, if the pick-up window is 10:00-10:30 a.m. and the vehicle does not arrive until 11:00 a.m. or later, there will be no charge.
Because the vehicle will be shared, customers must limit their packages to three (3) large paper grocery bags (preferably with handles) or eight (8) “Walmart-type” plastic bags. Customers can bring on board only what they, with the assistance of the driver, can carry in one load. Passengers are not allowed to get on and off the vehicle to load packages. Drivers will assist with up to two parcels that individually weigh no more than 15 pounds. Bags or packages weighing more than the limit will be the responsibility of the passenger.
Once on board, packages must fit in the passenger’s lap or store under the seat during transport. Collapsible carts are allowed and can be secured by the driver. Non-collapsible carts and utility carts will not be allowed under any circumstances.
A customer who violates these limits will be expected to arrange for alternative transportation (i.e., taxi, friend, or family member) for the return trip.
LinkAssist will make every attempt to accommodate standard wheelchairs, scooters, and other mobility devices. Please be sure wheelchairs or other mobility devices are clean, safe, and in good working condition before traveling aboard LinkAssist. (Drivers are not authorized to push, or pull, inoperable mobility devices.)
Travel time on the LinkAssist is comparable to the amount of time it would take to make the same trip using our fixed-route bus service. The average fixed-route trip length is 1 hour to 1 ½ hours, and a trip on LinkAssist may exceed or fall below that average depending upon the circumstances.
Personal Care Attendant/Escort
A personal care attendant can accompany a certified LinkAssist passenger at no additional charge. Determinations regarding a customers’ need for a personal care attendant are made at the time of certification. Those who are certified to have a personal care attendant must reserve space for the attendant when scheduling trips on LinkAssist.
Guests
Guests are welcome to ride with LinkAssist customers for $3.50 per trip. Due to limited space, each rider is allowed one guest per trip. If a guest is traveling with you and you require a Will Call, the guest must pay the Will Call fare as well. Customers must reserve space for the guest, whether adult or child, when scheduling their trips. Seating for more than one guest is on a “space available” basis. Children ages 4 and under travel free and must be accompanied by an adult.
Service Animals
Guide dogs and other service animals are permitted on all LinkAssist vehicles and can accompany passengers.
Buddy
The Buddy System allows up to three LinkAssist customers (the customer booking the trip and two other certified customers) to ride for the price of one. The booking customer and the Buddy must be picked up at the same location and time and must have the same return trip for them to be considered Buddies. The names of all Buddies and their LinkAssist ID numbers must be provided when the trip is scheduled. All LinkAssist customers, including Buddies, must show their LinkAssist ID cards to the driver when boarding the vehicle.
When customers no longer need a trip that has been scheduled, whether demand or subscription service, they must call 918-982-6882 or email lift@tulsatransit.org to cancel. Customers should make every effort to cancel trips no later than 4:00 p.m. the day before the scheduled trip. Cancel requests will not be accepted through drivers or dispatching staff, customers must contact the call center by phone or email.
Customers who no-show/late cancel 15 percent (15%) of their scheduled trips within a six (6) month look-back period may be subject to service suspension. However, you will be given two (2) no-show/late cancel/cancel at the door grace period before a service suspension is to take place.
For instance:
Customers who establish a pattern or practice of no-shows and/or late cancellations in a twelve (12) month look-back period will receive:
For instance, if a customer had a pattern or practice of no-shows and/or late cancellations in January, a written warning would be issued. If the customer established a pattern or practice of no-shows and/or late cancellations in April, the customer would be subject to a 14-day (2-week) suspension. Finally, if the customer established a similar pattern or practice in September, the customer would be suspended for 28 days or 4 weeks.
Exact fare is required upon boarding the lift vehicle for pick-up and return trips. Customers who acquire an outstanding balance due to nonpayment or partial payments for a previous ride, are required to pay the entire balance in order to continue to use LinkAssist services. Customers will be notified the following day in which payment was not received to make arrangements for full payment.
Payments can be made in person at the Denver Avenue Station or online at this direct link https://securepayment.link/metrolinktulsa/
Select-Pay Invoice, complete the form and submit your payment.
Please contact customer service at 918-982-6882 for more information.
Customers who believe one or more of their violations were charged in error may appeal in writing, in a timely manner, either by completing the form and returning it via mail or by emailing lift@tulsatransit.org. The appeal must include details regarding why the customer believes the violation was charged in error.
Metropolitan Tulsa Transit Authority (MetroLink Tulsa) will consider the information provided with the appeal, make a determination and mail or email a determination within seven (7) calendar days after the request for appeal has been received.
If all or part of the appeal is denied, the customer will have a right to request an in-person hearing to appeal the determination made by Metropolitan Tulsa Transit Authority (MetroLink Tulsa) . Customers making appeals in person will each have up to 15 minutes to present oral and/or written arguments concerning the no-show(s) and/or late cancellation(s) they believe were charged in error and not removed by Metropolitan Tulsa Transit Authority (MetroLink Tulsa) during the initial appeal. The appeal will be heard by someone who was not involved in the initial decision, and the decision of the hearing officer will be handed down in writing. The decision will be final, and no further appeals will be accepted by Metropolitan Tulsa Transit Authority (MetroLink Tulsa).
Should a subscription customer be suspended from the LinkAssist (Formerly LIFT) Program, it will be necessary for the customer to request subscription trips be reinstated at the end of the suspension period. Subscriptions are suspended when service is suspended.
Metropolitan Tulsa Transit Authority (MetroLink Tulsa) is committed to providing equal access and opportunity to qualified individuals with disabilities in all programs, services, and activities. Metropolitan Tulsa Transit Authority recognizes that, in order to have equally effective opportunities and benefits, individuals with disabilities may need reasonable modifications to policies and procedures.
Tulsa Transit’s full Reasonable Modification Policy can be found at www.metrolinkok.org.
Requests for reasonable modifications can be submitted in writing by:
Alternative means of filing a request, such as personal interviews, phone calls, or taped requests, will be made available for persons with disabilities if unable to communicate their request in writing or upon request.
Passengers are asked to follow these rules of conduct to ensure the safety and comfort of all riders and the driver:
Riders who violate the rules of conduct are subject to penalties, up to and including suspension of service.
Note: Passengers who engage in physical abuse or cause physical injury to another rider or the driver may be subject to immediate and permanent suspension, and possible criminal prosecution.