Department of Transportation Services

How Will I Know I Am Eligible?

You will receive a letter informing you whether or not you qualify for TheHandi-Van. If you qualify, you will also receive more information about TheHandi-Van service at that time.

How Do I Become Eligible To Ride TheHandi-Van?

ADA Paratransit Certified

The Americans with Disabilities Act of 1990 (ADA) requires fixed-route bus systems to provide complementary paratransit (origin-to-destination) service to eligible persons who, because of a disability, are unable to access and use the regular bus system.  The DTS contracts with a private management company, Oahu Transit Services, Inc. (OTS) to operate TheBus fixed-route transit and TheHandi-Van complementary ADA paratransit services.

Visitors

Persons visiting TheHandi-Van service area who request ADA paratransit service will be eligible for TheHandi-Van paratransit service for a period not to exceed 21 days per 365 day period.  If the person plans to remain in the area longer, he/she must go through the eligibility process which has been established for residents.  For more information or to register for visitor eligibility, please call TheHandi-Van Eligibility Center at (808) 538-0033 from Monday through Friday, 8:00 a.m. to 4:00 p.m.

How Do I Apply for TheHandi-Van Service?

The determining factor in deciding eligibility for ADA complementary paratransit service is whether someone can functionally ride and access the fixed route bus.  Individuals applying for TheHandi-Van ADA paratransit eligibility will participate in an in-person interview with a trained Mobility Coordinator who will assess their abilities to use the fixed route service, TheBus.  Interviews take place at TheHandi-Van Eligibility Center located in the First Insurance Center at 1100 Ward Avenue, Suite 835, in Honolulu.  The Center is open Monday through Friday from 8:00 a.m. to 5:00 p.m.  Please call (808) 538-0033 for more information or to schedule an in-person interview.

Provided below is more information regarding the In-Person Assessment Interview process:

• In-Person Interview Frequently Asked Questions (FAQs)
• TheHandi-Van Eligibility Information
• TheHandi-Van Eligibility Center’s 2024 Holiday Schedule

Right to Appeal

Persons who are determined to be Not Eligible, Conditionally Eligible, or Temporarily Eligible for TheHandi-Van paratransit services have the right to appeal the decision. A request to appeal accompanies the determination letter, and must be filed in writing within 60 days of the receipt of their determination.

Appeal Process

A person determined to be not eligible, conditionally eligible, or temporarily eligible for ADA paratransit service shall receive a letter from TheHandi-Van Eligibility Center stating the reason(s) for the determination.

Within sixty (60) calendar days of receipt of the letter or such additional time as may be permitted by the Department of Transportation Services (DTS) Director or the Director’s designee, the person may appeal the decision to the Director. The appeal process shall begin by the person’s completion of the Notice of Appeal and filing the form with the DTS.

Within twenty (20) working days from the filing of the Notice of Appeal, the DTS shall schedule an Appeals Hearing at which time the appellant shall be entitled to be heard in person or through a representative and shall be given a full and fair opportunity to present any fact showing the reason(s) why the not eligible, conditionally eligible or temporarily eligible determination was in error. In accordance with the ADA, a decision will be issued within thirty (30) calendar days of the completion of the appeals hearing.  If a decision is not made within thirty (30) calendar days of the appeal hearing, then Presumptive Eligibility will be granted to the appellant until and unless a decision to uphold the determination under appeal is issued.

The purpose of the appeals process is to reconsider the facts contained in the original eligibility determination, and to give appellants the opportunity to explain why the initial evaluator mistakenly reached his/her conclusion.

If there is information about a new disabling condition that was not provided at the time of the in-person eligibility assessment, applicants should contact TheHandi-Van Eligibility Center to request another in-person eligibility assessment. The Program Manager will determine whether the information is new and warrants another assessment.

The Appeals Hearing Panel (or Appeals Hearing Officer, as determined by the DTS Director or the Director’s designee) shall have the power to affirm, reverse, or modify the decision of TheHandi-Van Eligibility Center based upon findings that justify the decision. The determination by the Appeals Hearing Panel (or Appeals Hearing Officer) shall be final.

The Notice of Appeal and appeal hearing requirements shall conform to the applicable provisions of HRS, Chapter 91. All records of the Appeals Hearing shall be in written form, kept on file and open to public inspection.

Should there be any questions regarding this policy, please call the DTS Paratransit Service and Operations Branch at (808) 768-8300 (voice) or 7-1-1 (TTY) .

Mail the Notice of Appeal form and direct inquiries to:

How Do I Reserve a Ride?

Advanced reservations are required by calling (808) 456-5555.  Reservations must be made 1 to 3 days before your trip.  Passengers are picked up at the nearest and safest point next to the curbside of the public street address requested.  They are dropped off at the nearest and safest point next to the curbside of the requested destination address.  Near real-time trip status can be accessed through the Estimated Van Arrival (EVA) System.  EVA also allows passengers to provide feedback on their recent trips.  More information on EVA and providing feedback.

Additional assistance (i.e., door-to-door service) is also provided to those paratransit riders who, due to their disabilities, need assistance beyond the curb.  Door-to-door service requires vehicle operators to provide assistance to and from the vehicle and the door of the establishment, if needed by the rider, following established policies.  However, the operator does not assume the role of a personal care attendant (PCA).  For example, an operator cannot wait with a rider at the destination.  If door-to-door service is needed, it is recommended but not required that TheHandi-Van be informed at the time ride reservations are made.

TheHandi-Van is not a taxi and there will be other riders in the vehicle.  Also, TheHandi-Van does not provide ambulance or emergency type service. If you require emergency services, please call 911.