How transit agencies can make conditional eligibility work—without adding barriers for riders

Paratransit services are a lifeline for individuals with disabilities who can't use regular public transportation.

When the Americans with Disabilities Act (ADA) passed in 1990, it made sure people with disabilities had access to transportation when fixed-route transit wasn’t an option. Mobility is about equity and inclusion—making sure everyone has access to transportation that works for them.

But with new transit modes—think demand-responsive transportation (DRT)—and advances in technology, there’s an opportunity to help more riders with diverse needs use fixed-route transit where possible. A study from the Transit Cooperative Research Program (TCRP) puts it best: The focus should be on abilities rather than limitations.

That’s where conditional eligibility comes in.

What is conditional eligibility and how does it work?

Conditional eligibility is all about determining who can use paratransit services based on certain conditions or criteria. It's like a special pass for those who need a little extra help getting around. Instead of being eligible all the time, conditional eligibility means you meet specific requirements to access paratransit services when you really need them.

Eligibility typically falls into three categories:

1. Unconditional Eligibility: An individual is always eligible for paratransit services due to a disability that prevents them from using fixed-route public transportation under any circumstances.
2. Temporary Eligibility: An individual is eligible for paratransit services for a limited period due to a temporary disability or while recovering from an injury or surgery. Temporary eligibility can be either conditional or unconditional.
3. Conditional Eligibility: An individual is eligible for paratransit services only under certain conditions. These conditions may be related to their disability, environmental factors, or the availability of accessible fixed-route services. Examples of these conditions include:
   1. Mobility impairments: A person with a mobility impairment may be able to use fixed-route transit when the weather is mild but may require paratransit services during extreme weather conditions like rain or snow.
   2. Distance impairments: A person with a mobility impairment may be able to use fixed-route transit when walking distances are less than 1/3 of a mile but require paratransit services for journeys that involve walking more than 1/3 of a mile.
   3. Visual impairments: A person with a visual impairment may be able to use fixed-route transit during daylight hours but require paratransit services at night when visibility is limited.
   4. Unfamiliar cocations: A person may need paratransit services if they haven't been trained to use fixed-route transit between their starting point and destination. To support these riders, agencies offer Travel Training Programs.

Why conditional eligibility matters

With the high demand and rising costs of paratransit, transit agencies must focus on abilities rather than limitations to maximize fixed-route infrastructure.

Key benefits:

✅ Optimized resources – Directs paratransit to those who need it most, improving service efficiency. 

✅ Cost savings – Encourages fixed-route transit where possible, reducing expensive paratransit trips (which can cost $60–$100 per trip compared to ~$5 for fixed-route).

✅ Improved service quality – Customizes services to meet rider needs, improving satisfaction. 

✅ Independence for riders – Travel training programs help riders gain confidence using fixed-route transit. 

✅ Increased system capacity – Reduces paratransit demand, allowing agencies to serve more riders. 

✅ Compliance with ADA regulations – Makes sure you’re providing equitable and accessible transportation while adhering to legal requirements.

✅ More inclusive communities – Riders with mobility aids can travel with family and friends, integrating them into their communities.

"We want to make sure paratransit is being used for those who are eligible and qualifying, and who ‘really need these services’ is universally agreed upon."  – Ben Schutzman, ADA Paratransit Expert

How to implement and enforce conditional eligibility at your agency

Conditional eligibility isn’t just about evaluating riders—it’s about enforcing trip-by-trip access based on real conditions like time of day, weather, or distance to the bus stop. To make this work in practice, agencies need both a strong eligibility process and a way to automatically enforce conditions at the time of booking.

Spare’s platform supports the full journey—from intake and assessment to booking and enforcement—ensuring the right riders get the right trips, every time.

Step 1: Digitize your eligibility process

Use Spare Eligibility to create an online application that captures detailed information about the rider’s condition, travel behavior, and mobility needs. Riders can upload documentation, and eligibility teams can manage reviews and approvals in one place.

Step 2: Assign conditional eligibility criteria

Once a rider is approved, they’re added to a Paratransit Rider Group where specific trip conditions—like "only eligible during cold weather" or "only at night"—can be assigned. These conditions are fully customizable to match each rider’s abilities and needs.

Agencies get the most value when they manage both eligibility and trip enforcement through the Spare Platform. Rather than modernizing eligibility in isolation, Spare’s integrated platform connects eligibility, booking, and trip validation—giving agencies a seamless way to enforce conditional eligibility in real time and better manage their entire paratransit operation.

Step 3: Enforce conditional eligibility at the time of booking

Once riders are grouped and assigned eligibility conditions, Spare’s platform automatically enforces those rules at the time of booking. Whether a rider uses the Spare Rider app, Rider Web, AI Voice, or a call center, eligibility checks happen in real time—ensuring that only eligible trips are booked.

If conditions aren’t met (for example, if it's not cold enough or the booking falls outside approved hours), the trip request is automatically flagged and won’t proceed. Because Spare integrates eligibility and booking workflows, enforcement happens seamlessly for both riders and staff—with no manual validation needed.

Step 4: Keep everything connected

Spare’s Eligibility, Rider App, and Operations tools are fully integrated—so riders only see options they’re actually eligible for, and staff don’t have to cross-reference paper files. Conditions live within the system, not on a spreadsheet in a filing cabinet.

How conditional eligibility enforcement helps agencies serve the right riders

In the past, many agencies gave riders unconditional eligibility simply because they lacked the tools to enforce conditions. Now, with Spare’s platform, agencies can make sure paratransit is available for those who truly need it—while empowering conditionally eligible riders to take fixed-route transit when they can.

Add modern technology into the mix

Conditional eligibility works best when paired with the right technology—yet many agencies still rely on manual, paper-based processes that make it difficult to enforce eligibility criteria. By digitizing eligibility management and integrating real-time scheduling, agencies can also improve same-day paratransit service availability.

Here’s how technology is transforming the process:

• Online application process – Riders can submit applications digitally, reducing paperwork and improving efficiency
• Digital medical verification – Instead of relying on faxed or mailed documents, agencies can securely collect and verify medical information online
• Automated eligibility determinations – AI-powered tools streamline the review process, ensuring consistency and reducing errors
• Real-time status updates – Riders no longer have to call in for updates; they receive automated notifications at each stage of the process
• Data analytics and decision support – Agencies gain valuable insights into determination times, compliance tracking, and program performance 
• Automated notifications – Riders, administrators, and medical professionals are kept informed via their preferred channels (email, SMS, app notifications, or mail) 
• Enforcement and scheduling – Agencies can automatically validate trip requests, ensuring compliance with eligibility conditions.

Spare helps agencies move from policy to practice. Conditional eligibility rules have been around for years, but many teams haven’t had the tools to enforce them consistently. 

Spare changes that. With integrated workflows across Eligibility, Operations, and the Rider App, agencies can automatically apply trip conditions at the time of booking—whether through call centers, Rider App, or AI Voice.

Spare Eligibility centralizes applications, automates decisions, and ensures only eligible trips are booked—no manual checks needed.

The result? Riders get a smoother experience. Staff save time. And agencies finally have a way to follow through on their policies.

How transit agencies are successfully implementing conditional eligibility

Many transit agencies are already implementing conditional eligibility and fixed-route travel training to optimize their paratransit programs. For example:

• Toronto Transit Commission (TTC): Uses a Family of Services program to connect paratransit riders to fixed-route transit for part of their trip.
• York Region Transit (YRT): Offers a similar program, assessing each requested trip on a case-by-case basis to determine eligibility.

And across Spare’s network, agencies like Winnipeg Transit, RTC Washoe, Corpus Christi, and Metro St. Louis are putting conditional eligibility into practice—helping ensure that paratransit is available for riders who truly need it.

The key? Having the technology to support these policies. Without digital tools to streamline applications, enforce eligibility, and communicate with riders, many agencies struggle to fully implement conditional eligibility.
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Frequently asked questions about conditional eligibility

How do agencies enforce conditional eligibility without making it harder for riders? Spare Eligibility automates enforcement, ensuring that trip approvals align with eligibility conditions. Riders are guided through the appropriate transit mode without added stress.

What’s the biggest challenge agencies face when implementing conditional eligibility? Many agencies struggle with manual workflows and lack of data insights. Moving to a centralized digital platform helps address these challenges.

Does conditional eligibility reduce paratransit costs?
Yes, by shifting appropriate trips to fixed-route transit, agencies can lower overall costs while maintaining accessibility for those who need paratransit most.

How do riders react to conditional eligibility changes?
Clear communication and travel training are key. When riders understand the program and receive real-time updates, they’re more likely to feel supported rather than restricted.

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The future of conditional eligibility and transit innovation

With advancements in paratransit technology, agencies can now automate eligibility assessments, reduce manual paperwork, and improve communication with riders—all while ensuring compliance and efficiency.

• Automation speeds up approvals and ensures compliance. 
• Real-time updates reduce call volume and improve rider experience. 
• Data-driven insights help agencies refine policies and optimize resources.

"Investing more in technology, even if it's a smaller portion of the budget, could save a larger portion in the long run. Imagine having a $120M budget and spending merely $600,000 on software, the brain of the operation. A small, say, 1% improvement in efficiency could knock one, two, or even five million dollars off your budget." – Ben Schutzman, ADA Paratransit Expert

We believe conditional eligibility is key to creating a more efficient and inclusive transportation system. By leveraging technology like Spare Eligibility, agencies can simplify workflows, ensure compliance, and serve more riders effectively.
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Ready to modernize your eligibility process? Let’s talk about how Spare can help.