Access the city like never before. The Citywide Accessible Dispatch Program is operated by Medical Transportation Management, Inc. (MTM), one of the nation’s largest and most trusted transportation managers.
For nearly 40 years, the Abilities Expo has been the premiere one-stop source for disability products and services. For one weekend every year, individuals with disabilities, seniors, veterans, their families, and healthcare professionals flock to the New York Metro Abilities Expo, where they can find everything from groundbreaking technologies, new possibilities and solutions, informative workshops, and even adaptive sports—all under one roof!
For the second year in a row, Accessible Dispatch is a proud sponsor of the New York Metro Abilities Expo. Here’s five reasons why we think you should join us at this year’s event, taking place Friday, May 3 through Sunday, May 5 at the New Jersey Convention & Expo Center:
In early April, Accessible Dispatch partnered with the ReelAbilities Film Festival: New York as a proud sponsor of the week-long event. Founded in 2007 by the Marlene Meyerson JCC Manhattan, ReelAbilities is the largest festival in the country dedicated to promoting awareness and appreciation of the lives, stories, and artistic expressions of people with different abilities. Every year, the festival presents international and award-winning films, panels, and riveting conversations by and about people with disabilities. Post-screening discussions and other engaging programs bring together the community to explore, discuss, embrace, and celebrate the diversity of our shared human experience.
Throughout the course of the festival, which ran from April 2 through April 9, the Accessible Dispatch team had the honor of attending 14 events and screenings. From the opening and closing night galas, to the performances and panel discussions, our team was truly inspired by the creativity and passion of the creative voices behind the festival’s honorees.
Thank you, ReelAbilities, for putting together such an inspiring week and allowing our team to be part of it!
Attention wheelchair accessible vehicle drivers: did you know that Accessible Dispatch recently updated our dispatch fee schedule? Now, no matter which borough your trip originates in, the dispatch fee is the same. This streamlined fee schedule helps to minimize confusion over how much you’ll be paid for accepting an Accessible Dispatch trip. Plus, we have increased the fees—now you can earn up to $35 per trip, in any borough!
Did you know that with the Accessible Dispatch app, you can rate your driver after your trip? Real-time feedback about drivers means Accessible Dispatch can address issues and educate drivers on proper passenger etiquette and securement as needed. Your feedback is an important factor in improving the quality of our service, and allows us to continue providing excellent service for the Accessible Dispatch program.
Here’s how it works
Request your next ride via the Accessible Dispatch NYC app.
Enjoy your trip!
At the end of your ride, you will see a star rating system that ranges from 1-5. This system allows you to rate your service. Five stars means you had a great ride, while one star means you experienced poor service.
Does your rating warrant further feedback? Leave an additional comment in the pop-up box describing your experience.
With your participation, we will continue to monitor and improve the quality of your experience with Accessible Dispatch. Thank you in advance for your feedback!
With a service area that accommodates pick-ups and drop-offs in all five boroughs, Accessible Dispatch is dedicated to helping New York City residents and visitors with disabilities access the city like never before with on-demand wheelchair accessible taxi service. We recently hosted an online information session to give New York City constituents a better understanding of how the Accessible Dispatch program works. If you missed the session, the recording is now available for you to watch below!
Our Community Outreach Director, Steven Williams, covered everything you need to know to help you use the Accessible Dispatch service efficiently. For any questions regarding this session, please email Steven at CO-NY@mtm-inc.net or contact him via phone at 718.298.4825 (NY Relay: 711). Thank you to everyone who participated!
This Tuesday, November 6, spend less time worrying about how you’ll get to the polls, and more time being there. Accessible Dispatch offers on-demand wheelchair accessible pick-ups in all five boroughs. The polls open at 6 a.m. on Election Day and close at 9 p.m. Where is your local polling place? Plug in your home address into the search bar on the city’s Board of Election website to find out. Internet down? Call the Voter Phone Bank (1.866.VOTE.NYC) Monday to Friday from 9 a.m. to 5 p.m. to speak with a representative for help.
In New York State, providing proof of identification is not needed to vote. If you are a new voter, however, it is recommended that you bring a government issued ID or driver’s license. Let your voice be heard and use Accessible Dispatch as your accessible means of transportation this Election Day!
Accessible Dispatch strives to improve transportation options for New Yorkers and visitors with disabilities. Our ultimate goal is to ensure passengers have a top-notch experience when utilizing accessible green and yellow taxis. Accessible Dispatch user Dustin Jones, who is a disability rights advocate and Board Member for the Center for Independence of the Disabled New York, shares his experience in a testimonial video. Press play on the video above to hear what he has to say!
You’re invited! On November 13 at 11am, we’re hosting an interactive, informative online information session that will give you a better understanding of how we help people with disabilities access the city like never before. Our Community Outreach Director, Steven Williams, will cover everything you need to know to help you better understand and use the Accessible Dispatch program:
History of our program and our service areas
Instructions on how to book trips
Details about the types of vehicles used in the program
Overview of the training drivers are given on-ramp utilization and wheelchair securement
Please note that presentation content will be similar to what was discussed during our May 29 and July 31 online information sessions, so if you attended one of those events, there is no need to attend again. However, if you have additional questions about the program, we’d love to have you participate again!
If you have any questions, please contact Steven Williams directly at 914-320-3970 or email@example.com. We look forward to speaking with you!
For the past two years, the Mayor’s Office for People with Disabilities (MOPD) has released the AccessibleNYC annual report, highlighting initiatives that impact the daily lives of the approximately one million New Yorkers with disabilities. This year, in the third edition, the report covered equity in housing, transportation, employment, education, city government, health, and financial empowerment.
Residents and tourists alike rely on the streets to be safe and depend on public transportation to get them where they need to go. Through the Department of Transportation (DOT), the Taxi and Limousine Commission (TLC), and collaboration from other city and state agencies working with MOPD, the City has made a concerted effort to ensure that all New Yorkers, including the more than 5.5 million people who use public transportation each day, are able to navigate the city. This includes New Yorkers and visitors with disabilities. Of the nearly one million New Yorkers who have self-identified as living with disabilities, approximately 10% are estimated to use wheelchairs. The Accessible Dispatch program plays a significant part in the New York City accessible transportation landscape.
While identifying ways to improve physical infrastructure that does not meet the everyday needs of people with disabilities, AccessibleNYC’s annual guide examines the new infrastructure as it is being built. In this report, you will learn about what has already been achieved with efforts to make NYC transportation more inclusive. Accessible Dispatch is proud to be part of the City’s commitment to New Yorkers with disabilities, and their efforts in making transportation accessible to all.
On July 11, 2018, the Accessible Dispatch team hosted a Focus Group to gain honest insight and opinions from 25 disability rights advocates and users of our service. The feedback was vital as we continue evolving the Accessible Dispatch program to better serve New York City residents and visitors with disabilities. The Focus Group commenced with a presentation highlighting key features of the program along with our future goals, including improved technology and faster service in the outer boroughs. We spent most of the meeting in an open discussion with questions and feedback from everyone who attended.
Below are the top 10 questions that were asked by advocates and passengers. We are sharing the dialogue here to allow everyone interested to see what we discussed and where the program is going. We would like to thank everyone who participated in our Focus Group and look forward to improving the Accessible Dispatch program with your feedback. If you were unable to attend the session and would like to share your comments and feedback at any time now or in the future, you can quickly give us your feedback online or call us at 646-599-9999.
Does the Accessible Dispatch program have a passenger’s Bill of Rights?
The TLC has a passenger Bill of Rights for all trips, available online and posted in all vehicles. All of these rights apply to Accessible Dispatch trips, including the right to not be refused service based on a disability or service animal, the right to not pay additional fees for loading, and the right to safe drivers and vehicles. The TLC and MTM, the operator of the Accessible Dispatch program, continue to work together to highlight these rights in Accessible Dispatch materials for both passengers and drivers.
What is the best way for a passenger to report any vehicle issues? What happens to such a complaint?
Filing a 311 complaint is the best way to ensure a complete record of driver and vehicle issues and ensure that the appropriate follow-up takes place. The TLC follows up on every complaint received via 311, so your feedback will not go unnoticed. If you file a complaint, you should expect a return call from a TLC staff member who will ask for the details of the issue and collect information required for follow-up, such as the date/time of the trip, vehicle medallion number, and driver license number. The complaints process is detailed on the TLC website. If you prefer, or if you have concerns with the 311 process, you can also leave feedback for MTM directly online. MTM documents all complaints and shares them with the TLC.
Is the New York Police Department trained on the Accessible Dispatch program, including the fact that passengers do not pay the Dispatch Fee? What happens if a driver calls the NYPD if he thinks the passenger must pay the Dispatch Fee?
Accessible Dispatch passengers pay the metered fare only and are never responsible for paying the Dispatch Fee. MTM trains drivers not to collect the Dispatch Fee, but there have been rare cases of driver confusion over the Dispatch Fee. TLC drivers are trained to contact NYPD regarding fare disputes to avoid conflict with the passenger. The TLC’s Enforcement team regularly communicates with the NYPD and has conveyed this concern to the NYPD. However, we cannot guarantee that every NYPD officer receives detailed training on the TLC’s accessibility programs. If you find yourself overcharged while taking an Accessible Dispatch trip, please call the passenger line at 646-599-9999 and explain the situation to the dispatcher. The dispatchers are trained on how to handle such situations and can assist you and the driver. MTM cannot guarantee but does make every attempt to recoup any overcharged funds and return them to the passenger.
What information do drivers and passengers receive during their trip?
Passengers receive a text update when their car is dispatched, and a phone call when their vehicle has arrived. Passengers who book via the app are able to track their cab using the app.
Drivers receive a notification on the tablet in their vehicle. They are given the pick-up address, passenger’s name, and a masked phone number in order for them to contact the passenger. Drivers can also call the dispatcher for in-trip questions. In addition, drivers are aware of the incentive (Dispatch Fee) they will receive from the TLC for driving to pick-up the passenger requesting an Accessible Dispatch trip.
How many vehicles are part of the Accessible Dispatch Program and how long does it take for a vehicle to arrive?
There are approximately 1,400 vehicles (including the Nissan NV200 and Ford Transit Connect) that can accommodate one passenger in a wheelchair and one passenger riding in the front, and an additional 1,000 vehicles (including the Toyota Sienna and Dodge Caravan) that can accommodate one passenger in a wheelchair and up to four additional passengers riding in the back and front seats. Dispatch time for these vehicles is usually dependent on the time of day, location, and current demand.
Can you provide preliminary stats on requests and how long a passenger waits for a ride?
Here are summary stats since Accessible Dispatch began citywide service on September 20, 2017, through August 7, 2018:
Bronx: Median wait time of 32 minutes; 1,025 completed trips
Brooklyn: Median wait time of 13 minutes; 1,880 completed trips
Manhattan: Median wait time of 12 minutes; 54,002 completed trips
Queens: Median wait time of 26 minutes; 915 completed trips
Staten Island: Median wait time of 45 minutes; 36 completed trips
What kind of training does MTM provide for drivers?
MTM provides a weekly WAV refresher at our Brooklyn location, which is offered to all TLC drivers. The goal of these refreshers is to remind the drivers of the level of sensitivity needed to help people with disabilities. We also offer assistance in operating their vehicle ramp and securement straps, along with providing imperative program details. We have incorporated participation from our staff, some of whom are people with disabilities, to provide an in-depth training experience for the driver.
Does the Accessible Dispatch Program educate drivers on the differences between Access-A-Ride and the Accessible Dispatch Program, including the difference in fare payments?
The TLC is working closely with both the MTA and the vendors involved in the Access-A-Ride taxi program (Curb and CMT) to ensure drivers have the resources they need to understand these different trip types and their requirements. The TLC shares resources through our driver education providers and we work closely with our Prosecution and Consumer Complaints departments to address any complaints that come in on Access-A-Ride or Accessible Dispatch trips, including fare issues. MTM is also familiar with Access-A-Ride and regularly speaks to drivers and passengers about the distinctions between the programs, including terms of fare payment.
Do you tell passengers about driver incentives such as deadhead payments and the $1 incentive per trip in a WAV (the Taxi Improvement Fund)?
Our passenger-facing materials focus, among other important program features, on the fact that passengers are only required to pay the metered fare. Driver-facing materials focus on the amounts available in Dispatch Fee payments, and other incentive programs including the Taxi Improvement Fund for drivers (the $1/trip WAV incentive), and reiterate that passengers pay the metered fare only. We believe it is the passenger’s responsibility to pay the metered fare and the driver’s responsibility to know how the program works. However, we are happy to share driver-facing materials with interested passengers and advocates so that they see what the driver sees and help educate the driver population if they are interested in doing so. Click here to view some of these resources, including brochures we have developed for drivers that feature tips for successful WAV trips in the Nissan NV200, Toyota Sienna, and Dodge Caravan.
What can a passenger do if a driver is resistant to picking up wheelchair users during street hails?
While MTM cannot address issues on street hail trips, we hope that through our passenger awareness and sensitivity training, drivers will better serve people with disabilities. Passengers should continue to file service refusal complaints with 311, which is the best way to track this issue and ensure that the TLC can prosecute service refusal complaints. Service refusals are never acceptable, but we believe that driver culture is changing and accessible service will only get better.