Metro Connection

At Shoreline Metro, we believe you should have access to transportation to get to where you need to go. Shoreline Metro provides two specialized, demand response transportation services for our customers. Paratransit is for customers who because of a disability cannot use an accessible fixed route bus. The County Elderly and Disabled Program is for customers living in the Sheboygan urban area and parts of rural Sheboygan County and are over the age of 60 or under the age of 60 with a qualifying disability. Both services are provided by Metro Connection, a division of Shoreline Metro.

ADA Paratransit

Paratransit service is for disabled individuals unable to use the fixed route public bus system, Shoreline Metro. Service includes door-to-door service with assistance from the first door to the vehicle and from the vehicle to the first door. Certification to use this program is required. Eligibility criteria for this program include:

An individual with a disability who is unable to board, ride, or disembark from a fully accessible Shoreline Metro bus;
An individual with a disability who is able to board, ride, or disembark from a fully accessible Shoreline Metro bus, however, an accessible vehicle is not available on the regular bus system;
An individual who as a specific impairment-related condition, which prevents the individual from getting to or from a boarding or departure location of the regular bus system. This relates to environmental or architectural barriers under public control, which prevent individuals getting to or from accessible transportation;

Individuals with a qualifying disability may be considered eligible on:

a trip-by-trip basis (conditional);
a seasonal or weather basis (conditional);
a permanent or life certification (unconditional);
a short-term or revolving 3-year basis (unconditional);

Service Area
The trip origin and destination must be within ¾ of a mile from a fixed route and operate within the Cities of Sheboygan and Sheboygan Falls and the Village of Kohler.

Service Hours
Paratransit service is available during the same days and hours as Shoreline Metro. Hours include 5:45am to 8:45pm, Monday through Friday and 7:45am to 5:45pm on Saturdays. There is no service on Sundays and major holidays.

Fares
The Paratransit trip fare is $3.50 per trip. Punch passes are available for $35.00 and are good for ten (10) rides. Fares for individual trips are generally not available. Customers that are clients of an agency may have their transportation covered by the agency. Customers are required to provide agency information on their application to assist Metro Connection with the approval process. Please see Agency Fares below.

Attendants
If you require a personal care attendant, one will be allowed to travel with you at no cost. Guests may also travel but are required to pay the per-trip fare (some restrictions may apply; must be scheduled at time of reservation). A first and last name of all attendants and guests must be provided at time of reservation.

Visitor Policy
Paratransit service will be provided to ADA eligible visitors. If an individual has been certified as “ADA paratransit eligible” by another public entity, that certification shall be honored for up to 21 days. If an individual claims ADA paratransit eligibility, they are entitled to presumptive eligibility for up to 21 days. If service is required beyond 21 days, local certification will be required and an application must be completed.

Applications
Applications are available in-person at the Metro Connection office and at the Aging and Disability Resource Center (ADRC). Applications must be filled out completely and should be returned to the Metro Connection office. According to ADA law, Metro Connection has up to 21 days to process an application and make a determination on it’s status. Applications should be submitted well in advance of any planned trips. Applications may be faxed to (920) 459-0231 or mailed to: Metro Connection, 608 S Commerce Street, Sheboygan, WI 53081.

Additional Resources:

Application for Paratransit Services
2018 Paratransit Plan
Paratransit Services Brochure
For Trip Reservations: (920) 459-3420, option 1
For Questions about Service: (920) 459-3420, option 2

County Elderly & Disabled

The County Elderly and Disabled program is a transportation option for qualified individuals for medical, nutritional and employment (first priority and may be scheduled up to two (2) months in advance) and social appointments (first come first serve basis and may be scheduled up to three (3) weeks in advance). A physician’s authorization certification must be completed and approved by Metro Connection before service can be provided. Service includes door-to-door service with assistance from the first door to the vehicle and from the vehicle to the first door. Eligibility criteria for this program includes:

Individuals 60 years and older;
Individuals under 60 years with a qualifying disability;

Service Area
The service area includes much of Sheboygan County including the Cities of Sheboygan and Sheboygan Falls, Village of Kohler and limited service hours to Plymouth and Oostburg. Meal site trips are also available to Sheboygan, Sheboygan Falls, Plymouth and Adell (Tuesdays only).

Service Hours
Service is available from 7:30am to 3:30pm, Monday through Friday. There is no service on Saturdays, Sundays and major holidays.

Fares
Packs of tokens are available for $25.00 and are good for ten (10) rides. Fares for individual trips are generally not available. Customers that are clients of an agency may have their transportation covered by the agency. Customers are required to provide agency information on their application to assist Metro Connection with the approval process. Please see Agency Fares below.

Applications
Applications are required for individuals under the age of 60 with a qualifying disability. Applications are available in-person at the Metro Connection office and at the Aging and Disability Resource Center (ADRC). Applications must be filled out completely and should be returned to the Metro Connection office. Applications should be submitted well in advance of any planned trips. Applications may be faxed to (920) 459-0231 or mailed to: Metro Connection, 608 S Commerce Street, Sheboygan, WI 53081.

Additional Resources:

Application for County Transportation Services
2018 Paratransit Plan
Paratransit Services Brochure
For Trip Reservations: (920) 459-3420, option 1
For Questions about Service: (920) 459-3420, option 2

AGENCY FARES:

Customers that are clients of an agency may have their transportation covered by the agency. Customers are required to provide agency information as part of the application process to assist Metro Connection with the approval process. Social service agencies servicing the Sheboygan Area may include funding through Family Care, I.R.I.S., and non-emergency medical transportation (NEMT). If you are receiving benefits for assisted living, nutrition and medical visits, you may be covered for transportation as well.

The Agency Rate is $17.00 per one-way trip. Tokens are sold in packs of ten (10) for $170.00. Tokens for individual trips are not available for sale. Agency fare media must be purchased at the Metro Connection office located at 608 S Commerce Street, Sheboygan, WI 53081.

PICKUP TIME, CANCELLATIONS & NO SHOWS

Metro Connection requests customers be ready and watching for the vehicle fifteen (15) minutes prior to a scheduled pickup time. A driver may pick up a customer up to fifteen (15) minutes prior to or after a scheduled pickup time. For example, a customer with a pickup time of 1:00pm must be ready to board the vehicle as early as 12:45pm and no later than 1:15pm. The driver will only wait four (4) minutes upon arrival before departing.

Metro Connection considers a customer a “no-show” when the vehicle arrives at a customer’s pickup location within the thirty (30) minute window, waits the required four (4) minutes and the scheduled customer does not board the vehicle. A late cancellation of less than thirty (30) minutes notice is also considered a “no-show”. For example, a customer with a pickup time of 1:00pm is considered a “no-show” if the customer is not ready for the pickup between 12:45pm and 1:15pm and has not called to cancel the trip.

FILING A COMPLAINT

Metro Connection prides itself on providing safe, affordable, and dependable specialized transportation to individuals with a disability, the senior community, and users unable to use the fixed route. If for any reason the service does not live up to these expectations, passengers are encouraged to register a complaint with Metro Connection. A thorough and prompt investigation of all complaints shall be conducted by Metro Connection. Customers filing a complaint will remain anonymous.

Complaint Process:

All complaints will be documented at the source (driver, dispatch, ADA coordinator, supervisor, etc).
The complaint will then be submitted to an Operations Supervisor for review and action.
The Operations Supervisor will investigate the nature of the complaint both with the customer and the alleged offender.
The Operations Supervisor will contact the customer with the results of the complaint and offer (if necessary) restitution as a result of the incident no later than five (5) working days from the original date of the complaint.
The Operations Supervisor will file the complaint. A copy may be submitted to the Director of Transit.

Additional Resources:

Customer Complaint Form
File a Complaint: (920) 459-3420, option 2