Passenger Assistance

1. Attendants are not required however; OUTS drivers will only provide assistance with the following:

  • Use of lifts, ramps, and securement systems
  • From the vehicle to the first doorway and/or from the first doorway to the vehicle
  • Over snow, ice, and minor obstacles unless there is a direct threat to the health and safety of others
  • Pushing a manual wheelchair up/down ramps and/or slopes as long as there is no direct threat to the health or safety of others.
  • OUTS’ drivers will not 
      • Provide “attendant services”
      • Lift or carry a rider
      • Take control of a service animal at any time
      • Take control of an electric wheelchair
  • Passenger is responsible for furnishing his or her own Personal Care Attendant (PCA).
  • One (1) PCA can ride for free. Depending on program eligibility and space availability, additional guests may be allowed but must pay a fare.

2. Passengers must be able to carry their own personal items. Passenger bags and packages must be in control of the passenger at all times. Please refer to Other Van Rules #7 for more information.

3. At no time will drivers enter a residence to assist a passenger.

4. OUTS does not transport unaccompanied children under the age of 16. An adult must accompany. Prior approval from the Director/Designee is required for children ages 16 or 17 wanting to travel without an adult.

5. Passengers needing mobility aids, wheelchairs, walkers, etc. must provide their own.

6. Passengers scheduled for appointments will not be transported if the following symptoms are evident:

  • Chest pains
  • Shortness of breath
  • Severe nausea
  • Vomiting or diarrhea
  • Abdominal pain
  • Labor pain

If the driver finds the passenger in distress at any time, the driver will notify OUTS dispatch, and dispatch will recommend transport by the local emergency services – dispatch will contact 911 if requested.

7. In the case that a responsible adult is needed at the drop off location and the responsible adult is not at that stop, the agency will be notified. After two incidents further action may be taken.

Requests for reasonable modification may be addressed by calling the Executive Director or Chief Operations Officer at (910) 346-2998; or submitting it online request through OUTS website; or in writing to the following address:

Onslow United Transit System, Inc.
Executive Director
PO Box 1548
Jacksonville, NC 28541

Requests must include the following elements:

  •  Description of what the individual needs in order to use the service
  • Individual’s contact information

Request Procedures are the same as the comment and complaint procedures. During initial passenger eligibility determination, individuals are encouraged to inform OUTS staff of any other concerns or issues not discussed. If information is not provided in advance, the Executive Director and/or Chief Operations Officer will make determination.

Requests for modification may be denied on one or more of the following grounds.

  1. Granting the request would fundamentally alter the nature of the entity’s services, programs, or activities.
  2. Granting the request would create a direct threat to the health or safety of others;
  3. Without the requested modification, the individual with a disability is able to fully use the entity’s services, programs, or activities for their intended purpose.

If requested modification is denied, other actions will be taken to the “maximum extent possible” without violating rules 1-3 above to allow individual to use the service. Decisions will be guided by the provisions of Appendix E to part § 37.169(d)

This agency only allows service animals on the vehicle.

Service animals are defined as “any guide dog, signal dog, or other animal individually trained to perform tasks for an individual with a disability. Examples of such work or tasks include guiding individuals with impaired vision, alerting individuals with impaired hearing to intruders or sounds, pulling a wheelchair, providing minimal protection or rescue work, calming a person with Post Traumatic Stress Disorder (PTSD) during an anxiety attack, or performing other duties. Service animals are working animals, not pets. Animals who sole function is to provide comfort or emotional support do not qualify as service animals under the ADA regulations.

  • Animals excluded are “wild animals (including non-human primates born in captivity), reptiles, rabbits, farm animals (including miniature horses and pigs), ferrets, amphibians, and rodents”.
  • Service animals must be set up in advance with OUTS before transportation is allowed.
  • OUTS can refuse transportation if the animal poses a direct threat to others, creates a seriously disruptive atmosphere, or is not in rider’s control.
  • Passenger must maintain control of service animal at all times. OUTS drivers will at no time take charge of a service animal.

1. Wheelchair Transportation is limited to a “wheelchair” and must be secured according to ADA regulations and OUTS’ policies. Wheelchair means a mobility aid belonging to any class of three- or more-wheeled devices, usable indoors, designed or modified for and used by individuals with mobility impairments, whether operated manually or powered. The definition does not include devices not intended for indoor use or devices not primarily designed to assist individuals with mobility impairments.

2. All wheelchairs and mobility aids are required to be secured while on an OUTS vehicle.

3. OUTS drivers will provide a level of assistance that is reasonable and that won’t constitute a direct threat to their health or safety. Situations that arise will be assessed on a case-by-case basis.

4. OUTS lift equipped fleet can safely accommodate a 1000-pound wheelchair/passenger combination, but not a combination exceeding 1000 pounds.

5. Passengers who use wheelchairs are required to ride in the designated securement area.

6. OUTS’ designated securement area is 30” x 48”. Wheelchairs and other mobility aids and attachments exceeding the securement area may still be transported as long as the device does not block the aisle.

  • OUTS’ securement policy states, “Drivers are required to secure all mobility devices. Drivers must secure the device the best they can. Drivers are to inform passengers of any securement concerns and recommend the passenger transfer to a seat when necessary. If passenger refuses to transfer, driver must explain risks prior to transport and notify dispatch”.

7. Seatbelt and shoulder harness attached to the vehicle must be worn at all times.

8. Passengers in wheelchairs must be secured in the wheelchair before boarding the vehicle. OUTS will not transport anyone in a wheelchair that is deemed unsafe.

9. All wheelchair passengers must have safe wheelchair access. This includes a ramp. No wheelchairs will be taken up or down steps by a driver. The access from the house to the vehicle must be clear of debris and the wheelchair must be able to travel without any resistance (i.e. no mud, holes, etc).

10. For safety purposes, OUTS maintains the right to refuse transportation for anyone who does not follow the above-stated policies on wheelchair transportation.