Paratransit

RMTD Paratransit, the District’s origin to destination service serves the needs of customers who, because of a disability, are unable to use RMTD’s fixed route service and who meet the criteria established by the U.S. Department of Transportation under the American’s with Disabilities Act of 1990.  Some of the basic guidelines of our service can be found below and on the Paratransit links on this web site. However, a complete source of information on our paratransit service can be found in the RMTD Paratransit Guide to Ride below.

Para ver este documento en español, por favor haga clic aquí.  RMTD-Guia para el transporte 

For current customers, the Rockford Mass Transit District will be replacing its current paratransit software with a new scheduling and dispatching software that will improve the customer experience by reducing wait times. For updates and more information, please see our letter to customers below.

Any person wishing to utilizes the Paratransit service must first have their eligibility certified by RMTD Paratransit and then must be registered into the system.

RMTD Paratransit’s service area is equivalent to the RMTD fixed route system.  In compliance with the ADA, service for Paratransit is therefore available ¾ of a mile beyond the RMTD Fixed Route system and/or jurisdictional boundaries.

RMTD Paratransit operates on the following schedule:

Monday through Friday
4:15 a.m. to 12:45 a.m. (Rockford)
4:15 a.m. until 10:00 p.m. (Loves Park and Machesney Park)

Saturday
6:00 a.m. to 7:10 p.m. (Rockford)
6:00 a.m. to 6:00 p.m. (Loves Park and Machesney Park)

Sunday
8:15 a.m. to 5:15 p.m (Rockford only)

There is no Paratransit service available on the following holidays:

  • New Year’s Day
  • Memorial Day
  • 4th of July
  • Labor Day
  • Thanksgiving
  • Christmas Day

The cost to ride RMTD Paratransit for eligible riders is $3.00 each way.  Cash fares in the exact amount, tickets or the Token Transit app are accepted.  Our drivers do not make change or accept personal checks. Ticket books may be purchased at either RMTD Transfer Center at 501 W. State, Rockford, or 725 Lyford Road, Rockford, or at the RMTD administrative offices, 520 Mulberry Street. Ticket books are $30.00 for 10 tickets. Ticket books may be paid for with a check or credit card when purchased at an RMTD facility only.

Paratransit Updates:

The Rockford Mass transit District is replacing its current paratransit software with a new scheduling and dispatching software that will improve the customer experience by reducing wait times. The new system launches on February 01,2025.  The following letter was recently mailed to all our customers in advance of the new system launch and explains what to expect with the software changes: RMTD-Paratransit Letter-2 Jan_2025Download.

Here is what you should expect with the launch of the first phase of the new system:

The new scheduling and dispatching system is expected to improve trip scheduling, which will help improve the overall customer experience by reducing wait times.

  1. During this phase there will be no changes to how you schedule your trips. Please continue to call the RMTD Paratransit at 815-961-2255 to book your rides.
  2. During the second phase of the project RMTD will be introducing a new tool that will provide you additional options for scheduling trips and receiving notifications. We will provide more details on phase 2 in the coming weeks.   

The new system comes with a new and improved customer notifications module that provides you with automated notifications about your scheduled trips via phone, email, SMS text message, or a combination of all three.

  1. Initially, you will receive notifications to the contact numbers you have already provided to us. If decide you would like to make changes to where your notifications are sent, please call RMTD Paratransit at 815-961-2255 and we will assist.

The new system will provide you with the following types of automated notifications:

  1. Booking notifications sent to you the night before with details about your trips scheduled for the next day.
  2. The following is an example of a booking notification via phone, email and SMS text message: “Hello, this is a message from Rockford Mass Transit District. This is a reminder that you have 2 bookings scheduled for Monday, February 3, 2025.   At 10:00 AM you will be picked up from 1120, 16th Avenue and will be dropped off at 3500, 26th Avenue.   At 3:00 PM you will be picked up from 3500, 26th Avenue and will be dropped off at 1120, 16th Avenue.
  1. Booking notifications sent and answered via phone and SMS text message also have the additional option to cancel or confirm your booking.
  2. The following is an example of the option via phone and SMS text message: “To confirm this booking press 1. To cancel this booking press 2. To speak to a customer service representative press 0. To repeat this message press *”. 
  1. Trip notifications sent to you when a RMTD Operator is on the way to pick you up along with an estimated arrival time.
  2. The following is an example of a booking notification via phone, email and SMS text message: “Hello, this is a message from Rockford Mass Transit District. Your ride will be arriving soon to 1120, 16th Avenue. It is estimated to arrive at 10:00 AM.”
  1. Trip notifications sent to you when a RMTD Operator has arrived at your location to pick you up. 
  2. The following is an example of a booking notification via phone, email and SMS text message: “Hello, this is a message from Rockford Mass Transit District. Your ride has arrived to 1120, 16th Avenue.”
  1. General notifications sent to you to keep you informed about items such as upcoming holidays when service does not operate or forecasted weather that may impact service. 

As noted above, you do not need to change anything with the launch of our new system on February 01, 2025. Please continue to call the RMTD Paratransit at 815-961-2255 to book your rides in advance.

Starting January 31st, RMTD will begin providing you with notifications about your bookings for rides scheduled on February 1st. On February 1st, RMTD will begin providing you with notifications on when your ride is on the way and when it has arrived. Once you’ve had a chance to experience the notifications, please call RMTD Paratransit if you would like to make any changes to your notifications.

If you have additional questions, please call the RMTD Paratransit at 815-961-2255 or contact us at https://rmtd.org/contact/ and we will be happy to help you.