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Enrolling & Participating in Accessible Dispatch

All yellow and green drivers operating wheelchair accessible vehicles are eligible to take Accessible Dispatch trips—no enrollment necessary! Remember, to operate an accessible vehicle you must have completed Wheelchair Passenger Assistance Training through an authorized school.
You can create an account on the Accessible Dispatch website, which allows you to track dispatch
payments. Call our Driver Hotline at 646-942-5957 for more information.
All wheelchair accessible yellow and green vehicles will be used for Accessible Dispatch trips. Click here to view the list of vehicle types that are currently approved by the TLC.

For more information on the specific criteria that the TLC Safety & Emissions Division requires for Wheelchair Accessible Vehicles, visit the Accessible Vehicle Criteria page. If you have reported inoperable dispatch equipment or malfunctioning safety equipment like broken belts and wheelchair restraints to your vehicle owner/fleet and the issue has not been resolved, please report the issue to the TLC by calling 311.

Accessible Dispatch Fares & Payments

While drivers receive an additional dispatch payment for traveling to take an Accessible Dispatch trip, passengers pay the standard metered fares set by the TLC. Drivers cannot charge mobility-impaired passengers fares that are higher than the fare indicated on the meter. Once the passenger is seated and secured in the vehicle, you may turn on the meter to begin fare calculation.
Drivers receive dispatch payments based on the distance you travel to the passenger’s pick-up location. Below are the dispatch payment and no-show/cancellation rate schedules.

Dispatch Fee Schedule for All Pick-Up Locations

Maximum Distance (Miles) Dispatch Fee
Up to 0.5 $15
0.5 – 1 $20
1 – 1.5 $25
1.5 – 2 $30
More than 2 $35

Other Fees

Passenger No-Show Fee Fee above plus $10
Cancellation Fee Fee above minus $5
Necessary Tolls Added to fee above at EZ-Pass rate

 

All dispatch passengers and passenger no-show/cancellation payments are calculated and approved by Accessible Dispatch. This money is sent to you by debit card or to your checking/savings account, depending on your TSP provider’s payment method.
There is no limit to how many trips you can complete or dispatches you can be paid for. You will receive a dispatch payment for all of the Accessible Dispatch trips you complete. However, you can only receive two no-show/cancellation payments per week.
The TIF is designed to support the use of wheelchair accessible yellow taxicabs in New York City. Drivers are only eligible for TIF when operating an accessible yellow taxicab. TIF payments are distributed to drivers for every trip performed in a wheelchair accessible taxicab, even if the passenger does not use a wheelchair. These payments are released by the TLC every other Friday to the Bank of America debit card that you receive after you are successfully enrolled in the TIF Program for drivers. Click here for more information.

Dispatch payments for passenger no-shows/cancellations are only paid for trips performed through the Citywide Accessible Dispatch Program. These funds are calculated and approved by Accessible Dispatch, and are paid by your TSP provider’s payment method (debit card or deposit to your checking/savings account). Visit our TLC Accessibility Programs & Resources page for more details on the differences between the Accessible Dispatch and TIF programs.


Accepting & Taking Accessible Dispatch Trips

You are eligible to receive Accessible Dispatch trips whenever you are on duty on your DIM. While you are on duty, you may receive trips from Accessible Dispatch. Trips are dispatched through your vehicle’s DIM based on your current GPS location and availability. Any tampering with the dispatch equipment is strictly prohibited.

When you are available and selected to take an Accessible Dispatch trip, a trip notification will appear on your DIM screen. You must accept the trip. Once you accept the trip, you cannot pick up a street hail or other pre-arranged trip.

No. While on duty in a wheelchair accessible vehicle, drivers must accept Accessible Dispatch trips. Drivers who do not accept trips are considered to be refusing to provide service under TLC rule 80-20(a).
Once you arrive at the passenger’s pick-up location, you must wait at least 10 minutes for the passenger. If the passenger does not show within 10 minutes, you may push the no-show button. You are then entitled to the no-show payment, and can then return to other street hail or dispatch work.

Please note that you cannot collect more than two cancellation/no-show payments in one week.

If you accept a trip and the passenger cancels after you have already traveled more than 0.5 miles, you are entitled to a cancellation payment as described in the dispatch payment tables above. The dispatcher will notify you of any passenger cancellations.

Please note that you cannot collect more than two cancellation/no-show payments in one week.

If your vehicle has inoperable dispatch equipment or malfunctioning safety equipment like broken belts and wheelchair restraints, report the issue to your vehicle owner/fleet. If you have already described the issue to your vehicle owner/fleet and the issue has not been resolved, please report it to the TLC by calling 311.

Passenger Assistance

Lower the vehicle’s ramp and ask the passenger if they need help entering the taxi and if there is anything special you should know about securing their wheelchair. If they do need help, help them up the ramp gently but firmly. Once they are safely in the vehicle, center the wheelchair and apply the brakes. Secure the front of the wheelchair first using the front tie-downs, then the back using the back tie-downs. Make sure both the passenger and the wheelchair are balanced for passenger safety. Fold the ramp back into the vehicle. Once you arrive at the destination, remove all tie-downs and help the passenger out of the vehicle.
TLC-licensed drivers are expected to be professional to passengers during every trip, and to follow all TLC rules. Here are a few tips for Accessible Dispatch trips:
• Once you arrive at the pick-up location, communicate with the Accessible Dispatcher if you need help locating the passenger.
• Ask the passenger if they need assistance entering the vehicle and provide assistance as requested.
• Once the passenger is on board, ensure all four tie-downs and the lap/shoulder belt are properly in place.
• Assist the passenger with exiting the vehicle once you have arrived at the destination.
• Upon request, assist the passenger with completing payment, such as helping the passenger access the credit card reader and counting cash aloud.

Owner and Driver Responsibilities

The accessible vehicle owner plays an important role in the successful operation of the Citywide Accessible Dispatch Program. In particular, owners must:
• Only allow approved drivers who have completed Wheelchair Passenger Assistance Training to operate accessible taxicabs/SHLs.
• Ensure dispatch equipment is installed and maintained in all wheelchair accessible vehicles.
• Promptly replace or repair inoperable dispatch equipment within 48 hours of notification.

Refer to Chapter 53 of the TLC Rule Book for more details on the owner role and requirements.

Owners of wheelchair accessible vehicles are responsible for working with TSP providers to ensure appropriate installation of all Accessible Dispatch equipment. While the vehicle is in operation, the DIM equipment must be turned on and able to receive dispatches. If there are any problems with the equipment, the driver must notify the owner within one hour or by the end of the shift, whichever comes first. The owner must work with the TSP provider to replace or repair the dispatch equipment within 48 hours after notification.

Any tampering with dispatch equipment is strictly prohibited. Refer to Chapter 53 of the TLC Rule Book for more details.

To receive TIF owner maintenance payments following tri-annual inspections, owners must ensure wheelchair accessible taxicabs have installed DIM equipment capable of receiving trips from the Accessible Dispatcher. Click here for more information.
To receive Green Grant payments following bi-annual inspections, owners are responsible for ensuring wheelchair accessible green taxis have installed DIM equipment capable of receiving trips from the Accessible Dispatcher. Click here for more information.
We are here to help! Please contact our Driver Hotline at 646-942-5957 or accessibledispatch@mtm-inc.net with any additional questions you may have about Accessible Dispatch. For more information about the Taxi Improvement Fund, visit the TLC website.

Accessible Dispatch Wants Your Feedback!

If you have any questions or feedback, please let us know by calling us at (646) 942-5957 or emailing accessibledispatch@mtm-inc.net. To file a complaint about Accessible Dispatch with the TLC, please contact 311.

 

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