Ride Guide

Click the image above to download a copy of the Ride Guide.

Rider Eligibility Requirements

Public transit is available to anyone regardless of age or income. We operate on a first-call, first- served basis with priority given for medical appointments. Although service is available to anyone, we do have a few Rider Eligibility Requirements that must be met. Those who do not meet these requirements should be accompanied by an escort or personal care attendant (PCA). PCAs will not be charged a fare. MCHRA does not supply PCAs.

All persons will be considered without regard to race, color, sex, age, religion or disability which can be reasonably accommodated.

Physical and Cognitive Requirements:

  1. Maintain self control while on board. Violent, disruptive or illegal behavior is prohibited. Conduct which is annoying or inconvenient to a reasonable person is prohibited unless a result of a physical or mental impairment.
  3. Must not have any communicable disease transmitted by close proximity to fellow riders.

*A companion/escort is required for riders under 16 years of age, and is permissible for any other rider needing any additional assistance. A personal care attendant that is required for the health of the rider or an escort shall not be charged a fare.

Please click on the following link to see program eligibility information on our Transportation Programs page.

Rider Rules

  1. All passengers must wear seat belts while in transit aboard the vehicle until arrival at the destination.
  2. Customers must have correct change ready for driver before boarding the vehicle.
  3. All riders must comply with the no-use of tobacco products, no eating, and no drinking rules while aboard the vehicle. Exceptions will be made if a passenger has a medical condition (diabetic) and must snack after dialysis. Please schedule all stops at time of reservation. Additional stops on scheduled route are $1.00.
  4. Drivers can only wait up to five minutes for a rider. Riders are advised of their pick-up time when scheduling appointments with MCHRA. Therefore, riders should be ready at their destination for pick-up at least 30 minutes prior to pick-up time.
  5. The driver is not allowed to sign out any customer from any type of medical facility or school. Also, the driver is not allowed to sign for any customer’s medication.
  6. The driver is not to assist in administering medication or using the restroom.
  7. The driver is never to give any food, drink, or medications of any kind to a rider.
  8. All riders are limited to four bags per trip. Each rider is responsible for his or her own belongings. Drivers may assist riders by taking their bags to the front door of a residence. Drivers are not allowed to enter the rider's home under any circumstances.
  9. Riders should call the dispatcher with any and all cancellations at least two hours before pick up time. Failure to do so may result in services being suspended for a period of time.
  10. Riders under the age of 16 and those who need assistance in getting to their appointment are required to have an escort. One escort per passenger is allowed, when needed. The agency is not required to provide escorts.
  11. Drivers are not to accept any gifts or tips for their services. Riders may make donations to our transportation system on our website www.mchra.com.
  12. Service animals only are allowed on the vehicles.
  13. All riders shall maintain orderly conduct while aboard the vehicle. The driver should not have to discipline the passenger and tend to driving responsibilities at the same time. Disagreements between passengers should be resolved by the passengers without the involvement of the driver. No loud, violent, or abusive conduct (physical or verbal) will be permitted. Rude, vulgar or unwelcome comments to the driver or other riders will not be permitted.
  14. State law requires that children between the ages of four and eight who are less than five feet in height are to be in a belt-positioning booster seat. Children under the age of four must be properly restrained in an approved child restraint device. Car seats must be provided by parent/guardian.
  15. No guns, knives, or weapons of any kind will be permitted on our vehicles.
  16. Riders are transported to scheduled stops only.

Filing a Complaint

Clients will be given the opportunity to file a complaint with MCHRA if they feel treatment has been unfair. The agency will follow the following procedure:

  1. Complaints may be made in writing to the Transportation Director. Attn: Anna Perry, 1101 Kermit Drive; Suite 300, Nashville, TN 37217 or by email to aperry@mchra.com
  2. The Director will investigate all complaints within five working days and respond to the client.
  3. If the client is not satisfied with the resolution of the complaint, they may request a meeting with the Transportation Director and the Office of Public Transportation.
  4. All documentation will be copied to to the person filing the complaint, all parties involved in the procedure, and program files.

*Drivers should be aware that all complaints or comments received on driver performance are thoroughly researched. This procedure does not necessarily mean that a driver has been deemed at fault. Management will look for patterns of events and take action as necessary.

Policy on Personal Hygiene for Riders

MCHRA strives to make the transport of riders a pleasant experience. Any person(s) that are transported by MCHRA should be mindful of other riders and their right to a clean environment. Good personal hygiene is necessary to ensure that everyone on board the vehicle is comfortable while being confined with others in a closed area. Therefore, all riders will be required to adhere to the guidelines set forth by the transportation program regarding this policy. Any rider that refuses to follow the good personal hygiene policy, which includes proper bathing and wearing clean clothing, may be refused transportation services. MCHRA will follow the agency policy for refusing transportation.