Special Transportation Services (STS)

Seniors Ride Free

Senior citizens aged 60 years old and older ride free on Monroe County Transit.

How to use Special Transportation Services (STS) 

Monroe County Special Transportation Services (STS) drivers are well-trained professionals, with special expertise in defensive driving, wheelchair restraints, passenger handling, vehicle use, safety, special needs, and sensitivity-awareness. All buses are wheelchair accessible. STS is a Medicaid provider. 

How to register with STS for service? 

Call 305-292-4424 (preferably 24 hours in advance). If you receive a message when calling, leave your name and telephone number. The next available reservationist will call you back as soon as possible. 

You will need to provide them with the following:

  • Full Name
  • Physical Address
  • Local Telephone Number
  • Date of Birth
  • Social Security Number
  • Medicaid eligibility
  • Requirements pertaining to any special assistance or mobility needs, such as wheelchair or walker 

Pickup and Drop off

  • There is a 30-minute pickup window.
  • Watch for the bus! Should you not be visibly waiting to board the bus, the driver will walk up to your door in an effort to make contact with you. If there is still no contact or communication, the driver will notify dispatch who will attempt to telephone you. If there is no answer and no contact is made, the bus will depart.
  • One-way trip fare is $2. 
  • If you require assistance, the driver may help you to and from the bus at both your residence and to the business's door.

Passenger Guidelines

  1. The exact fare for each trip is required. Drivers cannot and will not make change. Each stop is a separate trip requiring fare, regardless of the distance between stops. Refusal to pay the fare will result in the driver’s refusal to transport you. 
  2. Our drivers are happy to assist you; however, they are not permitted to enter your residence or the business.
  3. Drivers may assist each passenger entering and exiting the vehicle, and all passengers who are not handicapped should meet the driver at the vehicle. While onboard our vehicles, you are required to wear your safety belt at all times. Also, please remain seated while the bus is in motion. It is against county policy to tip our drivers however, a kind word and a bright smile are always appreciated.
  4. Drivers may assist handicapped passengers from their outside entrance to and from the vehicle if needed. Drivers are not allowed to climb stairs for the purpose of carrying or holding the passenger who is negotiating the stairs. Drivers are prohibited from lifting passengers from their seat or wheelchair to a standing position, although they may offer elbow assistance for the purpose of steadying.
  5. Transit utilizes a 30-minute after “ready” window. For example, if you scheduled a ride for 9 a.m., you must be ready to go between 9 a.m. and 9:30 a.m. You will be told that the driver will pick you up "between 9 a.m. and 9:30 a.m." to prevent any misconception as to when you should expect the bus to arrive. This is the window of time that the driver has to get there and pick you up. A pickup is “on time” if it occurs anytime between 9:00 a.m. and 9:30 a.m. If the bus will be running late, that is after 9:30 a.m., dispatch will telephone the client letting them know of the delay. 
  6. Please be ready to leave your residence for your scheduled pickup and allow at least 30 minutes after the scheduled pickup for the vehicle to arrive. Consider this 30-minute pickup window when scheduling your appointment. If there is no answer and no contact with the client is made, you will be considered a “no-show” (see Cancellation Policy) and the driver will leave for their next scheduled pickup. At that point, you will need to schedule your pickup for another day. 
  7. The preferred reservation deadline is 3 p.m. the day before the actual trip; however, we will try to help you no matter what time you call to make your reservation. 
  8. Reservations may be made up to one week in advance of the needed trip. Scheduling is based on the priority of need and the number of vehicles in service on that day. There may be a time, due to circumstances, when you will be called to reschedule your trip. Transportation will notify you as soon as these unusual circumstances arise. Medical needs will take priority over non-medical needs. Drivers are not allowed to deviate from their scheduled pickup and delivery schedules. Please do not ask them to drop you off somewhere other than the scheduled drop-off location.
  9. Paratransit services are for the most part not suitable for rigid employment transportation needs. Clients are discouraged from using it for such a purpose unless the client has an extremely flexible work schedule and/or a very understanding employer. The paratransit transportation service is not recommended for employment purposes unless absolutely necessary as we are unable to guarantee the time clients will be dropped off or picked up. By the paratransit operation’s very nature, purpose, and non-denial policy all clients must have flexibility in their schedules and be patient. 
  10. Escorts are required for individuals under 18 years old or for those individuals who are not capable of taking care of themselves. 
  11. You should always schedule the time for your return trip if known. A called-in request to pickup is taken on the basis of when we are able to fit you into the already existing schedule. The last pickup is 4:30 p.m. therefore you must call us prior to that time to allow for a pickup. The last pickup for medical appointments is at 3:30 p.m. Failure to call early enough for your return trip will require you to arrange other means of transportation home. 
  12. Grocery shopping bag limits are enforced. The maximum number of paper bags you will be allowed to enter the vehicle with is four. You are responsible to move the bags to and from the vehicle; the driver may assist as needed. The driver will assist the frail, elderly, or disabled with the grocery bags, to the bus and to your front door including upstairs, but not inside the door. Please have the grocery store bag your groceries in paper bags as plastic bags are difficult to handle and arrange aboard the vehicle. 
  13. Disturbing others with boisterous or unruly behavior is prohibited. Talking with the driver while the bus is in motion is not allowed. For the comfort and safety of all passengers eating, drinking, and smoking on the buses is not permitted. Please be considerate of the driver, and others onboard the bus. The driver has the right to refuse services to anyone under the influence of alcohol or drugs, as well as anyone who uses threatening, abusive or foul language directed at the driver or other passengers. 
  14. Transit Voucher Booklets containing 20 $1 vouchers for a total cost of $20 are available to purchase for your convenience. It requires two $1 vouchers for each $2 one-way trip. Transit Voucher Booklets are non-refundable. Monthly Bus Passes are also available, which allow clients to ride as many times as scheduled for the cost of the Bus Pass. The current Bus Pass fee is $40 per calendar month. Bus Passes are non-refundable and non-transferable. Please contact the Transit office for details. 
  15. Compliments and complaints are handled by simply filling out an easy-to-complete form that the driver will be happy to provide you. We value your suggestions. 
  16. Cancellation Policy - Call the Transit Office as soon as you realize you do not need the transportation, preferably the day before the scheduled trip, but no less than one hour prior to the scheduled trip. A cancellation made less than an hour prior to the scheduled pick-up time will be considered a “late cancel”. “Cancel at the door” is when you wait until the driver has arrived to pick you up and then you cancel. A “no-show” is when we arrive to pick you up, and you are not there and have not called to cancel. All three of these cause considerable loss of time and effort on the parts of both the driver and the dispatcher. No one wants to leave without you, but we do have others who are counting on us. Violations will be treated firmly. The first two violations will result in a warning letter from the Monroe County Transit office. When the third violation occurs you will be suspended from transportation services for 30 days. As a final note, this could have been avoided by letting us know as soon as possible when you do not need your scheduled trip. 
  17. Monroe County Transit does not provide emergency transportation. Call 911.
  18. Monroe County Transit is a paratransit bus service requiring your flexibility and patience in your expectations related to the pickup and drop-off time, very different from a taxi’s 1-to-1 service. 
  19. Pets are not allowed on the bus; however, guide animals such as guide dogs, etc. are welcome. 
  20. Posey wheelchair straps are required for all wheelchair passengers. The strap will remain on until reaching the door of the destination.

Mission Statement

The mission of Monroe County Special Transportation Services (STS) is to operate a safe, dependable, and effective paratransit network that enables Monroe County’s elderly, disabled, and transportation-disadvantaged citizens the mobility necessary to improve their quality of life and remain independent, allowing them to have useful and productive lives.