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Call 888.239.9228
Call 815.288.2117
TTY 815.288.9236

Passenger Handbook

It is the policy of the Lee-Ogle Transportation System to provide transportation in a safe and timely manner for all transit passengers. The following information is made available to all passengers regarding policies and operations of the transportation system.

The Lee-Ogle Transportation System provides transportation to all residents of Lee and Ogle County of all ages. Those who use the system are required to pay a fare. Children aged 10 and under must be accompanied by an adult. Children under the age of 8 who weigh less than 65 pounds must be in a child safety seat. The transit system will not provide child safety seats. Our goal is to provide the safest, most efficient and affordable transportation possible.

The following guidelines are designed to clarify the duties and responsibilities of the passengers, the drivers, and other employees.  They are in place to promote program safety, efficiency, and effectiveness.

All drivers, employees, and passengers are required to adhere to these regulations without exception.  This may require the utmost patience, courtesy, and compassion. If you have specific requests or require special services, contact us in advance in order for us to accommodate your needs.

What is the Lee-Ogle Transportation System?

Lee-Ogle Transportation System is a demand-response, curb-to-curb service.  Lee-Ogle Transportation System is a public transit service.  The program does not provide emergency medical transportation services.  Our drivers are not trained paramedics.  Persons who are experiencing a medical emergency should call 911.

ABSOLUTELY NO:

  • Eating
  • Drinking (bottled water allowed)
  • Standing (unless vehicle allows)
  • Taking non-prescription drugs
  • Riding while under the influence of alcohol or illegal drugs
  • Use of tobacco products/smoking
  • Possession of weapons
  • Transportation of any hazardous substance (acids, gasoline, oil, fluids, etc.)
  • Improper dress (example: no shirt, no shoes, etc.)

Any additional action by a passenger which may endanger the safety of the passengers, driver, or vehicle itself, may be cause for disciplinary action or refusal of service. Lee-Ogle Transportation System reserves the right to refuse transportation to persons violating the above guidelines.  The Lee-Ogle Transportation System Grievance Policy and Disruptive/Abusive Passenger Policy will be adhered to.

Incident Reporting

Any Lee-Ogle Transportation System personnel experiencing or observing disruptive behavior shall report such incident to their supervisor as soon as possible following the incident and complete an incident report.

Suspension Notifications

The Transportation Program Director shall determine if the reported incident is to be considered disruptive behavior. If the incident in question is deemed disruptive, the following action will take place.

First Incident: Verbal Warning
Second Incident: Written Warning
Third Incident: 30-day suspension
Fourth Incident: 60- day suspension
Fifth Incident: Indefinite suspension

Escort Policy

LOTS is curb to curb service. That is, the passenger must be able to come to the vehicle, get on/off, and get themselves to the door of their destination. If unable to do so, an aide must come along to assist. There is no charge for one aide to ride. Passengers are responsible for maintaining a safe walkway unencumbered by obstacles such as snow, ice, or debris. Drivers are not allowed to cross the threshold of one’s residence or destination. Drivers do not assist with parcels, packages, grocery sacks, etc. Under no circumstance may a driver, or will a driver, ever enter a home.

Nursing Homes

Aides are required to assist nursing home passengers to and from the vehicle. If an aide is not able to assist the passenger that day, transportation will be rescheduled. Aides are not required to pay a fee to ride.

Wheelchair Information

Wheelchairs can be transported. For safety and liability reasons, Lee-Ogle Transportation System adheres to the following guidelines:

  • Driver may ask a passenger to transfer out of a wheelchair to another seat.
  • Passengers utilizing a wheelchair will be allowed to transfer to a regular seat in the vehicle, if the passenger requests to do so and is able to complete the transfer with no assistance from the driver.
  • An individual who uses a lift may not be refused to disembark from a vehicle at any destination.
  • However, if the lift cannot be operated securely, if there is a risk of equipment damage, or temporary conditions make disembarking unsafe for the passenger, the passenger may be denied exit from the vehicle.
  • The passenger must ensure ramp and wheelchair paths are properly paved and kept clear of snow, ice, parked cars, trash, or other obstructions.
  • Drivers are not responsible for assisting wheelchair passengers up and down steps.
  • All wheelchair passengers must be tied down and secured in a safety belt, either the vehicles belt or the safety belt attached to the chair.

Pick-Up and Return Rides

Passengers must allow some flexibility in pick-up times.  We request that you are ready 15 minutes before your scheduled pick-up time.  Please be ready when the vehicle arrives.  Passengers who are prompt help us to be on time, which enables us to provide better and faster service.  Pick-up and drop-off destinations for the passengers must have accommodations for the vehicle to park and remain within the vision of the driver. Upon arrival, the driver will honk (if necessary).  If there is no response within 3 minutes from the scheduled pick up time, the driver will leave and continue the route and this will be considered a “No Show” (see “No Show Policy” below).

Because the vehicles are routed prior to your pick up time, we will not be able to return for you.  BE READY AND WATCHING FOR THE VEHICLE 15 MINUTES AHEAD OF YOUR SCHEDULED PICK-UP TIME. Please call when you are ready for your return trip and we will dispatch the next available driver to pick you up. The wait on a non-scheduled return may be up to 60 minutes.

Cancellations

If you decide you no longer need your scheduled ride, please call at least 24 hours in advance to cancel. Same day cancellations will be charged $2.00. If you do not cancel your trip, and you are not at your scheduled pick-up point, you will be considered a “No-Show”. The telephones are equipped with voice mail so you can leave a message before or after office hours. Your compliance is important in avoiding unnecessary trips, which cost time, money, and are an inconvenience to other passengers. See No Show Policy.

No Show Policy

Lee-Ogle Transportation System reserves the right to deny ridership if a passenger consistently misses scheduled rides. After 3 “No-Shows” within a 3 month period you will be suspended from riding for 30 days. Riders will be notified by U.S. Postal Service. Passengers are required to pay $5.00 per a “No Show” prior to riding again. A second series of 3 No-Shows may result in a 60 day suspension. A third series may result in indefinite suspension.

Passenger Guidelines:

Our goal is to provide safe, efficient and economical transportation for our passengers.  Passengers are asked to observe the following guidelines.  Failure to do so may result in suspension from the program:

  • All passengers are expected to wear seat belts at all times unless a confirmed medical exception exists.
  • All passengers must be capable of remaining seated while vehicle is in motion on vehicles that do not allow standees.
  • All electric/manual mobility devices are required to be secured by a Lee-Ogle Transportation System employee with proper securement devices.
  • Passengers cannot demand change in the schedule, or request to be picked up first or last.
  • Drivers can not wait more than 3 minutes for passengers to exit residence or destination board.
  • After 3 “No Shows” (Calling for a ride and not being there) you will be suspended for 30 days. See No-Show Policy.
  • Passengers are not allowed to ride for recreational purposes (example: riding around town to sight see, or riding along just to visit with other passengers).
  • Physical or verbal abuse to the driver or other passengers (example: shoving, hitting, cursing, excessively loud conversation, etc.) will not be tolerated.
  • Personal hygiene which is consistently offensive to a majority of the passengers will be discussed with the passenger privately, and may be cause for further action by the Executive Director.
  • Damaging or disfiguring the vehicles (exterior or interior) will not be tolerated.
  • Removing any items from the vehicle not belonging to the passenger
    (example: fares, donations, blankets, fire extinguisher, supplies, tools, etc.) will not be tolerated

Hours of Operation

Transportation is available Monday through Friday 6:00 am to 6:00 pm with the exception of observed holidays.  These include: New Year’s Day, Martin Luther King Day, Presidents Day, Good Friday, Memorial Day, Fourth of July, Labor Day, Columbus Day, Thanksgiving Day, and Friday after Thanksgiving, Christmas Eve and Christmas Day, New Year’s Eve. In the case of inclement weather, Lee-Ogle Transportation System will not transport to ensure the safety of passengers and drivers. Listen to local media for closure information.

Reservations

Reservations can be made Monday – Friday during office hours 6:00 a.m. to 5:00 p.m., by dialing 888-239-9228. All requests for local rides must be made through Central Dispatch at least 1 business day in advance and before 2:00pm.  All requests for out of town rides must be made through the office at least 2 business days in advance and before 2pm.  All transportation is based on space and vehicle availability. Drivers are not allowed to take reservations. Same day reservations may be accommodated based on availability and subject to a $3.00 surcharge in addition to the standard fare structure. When calling for a reservation, be prepared to give the following information:

  • Name
  • Address
  • 1 or Multi -Way Trip
  • Telephone Number
  • Date of Appointment
  • Time of Appointment
  • Address of Destination including zip code

Service Animals

Service Animals are permitted on the vehicles in compliance with ADA regulations.
A service animal is any animal individually trained to work or perform tasks for an individual with a disability. If you have a service animal that will accompany you, please let the dispatcher know when scheduling your ride.

Packages

Lee-Ogle Transportation System is NOT responsible for any personal items or packages lost or stolen. All items must be secured while in transport. Drivers are not responsible for carrying packages for passengers. We ask that you limit the number of bags, packages and other carryon items to a reasonable, and manageable, size and number. Limiting your carry on items to 4 or less and under 20 pounds will ensure that there is plenty of room for you and other passengers. If there is room for additional packages you will be charged $1.00 per package.

Please note: the maximum capacity for the Lee-Ogle Transportation System LIFT is 600 pounds.  This includes the total weight of the passenger, any mobility aid, medical equipment or personal items. LOTS has obtained vehicles that are lift-equipped for 1,000 pounds. If you require a 1,000 pound lift, please notify the dispatcher when scheduling a ride.

Passenger Comment and Complaint Procedures:

Lee-Ogle Transportation System is committed to being responsive to passenger perceptions about our services.  We encourage your comments and recommendations. Please make all recommendations and/or complaints to the following address:

Lee-Ogle Transportation System
210 E. Progress Dr
Dixon, IL 6021

Phone Number: 888-239-9228 or 815-288-2117
TTY: 815-288-9236
Fax Number: 815-288-2114

Lee-Ogle Transportation System solicits input from our passengers.  All comments and complaints will be handled in a timely and efficient manner, in accordance with the Lee-Ogle Transportation System Client Grievance Policy.

Anyone with special needs or questions not addressed in this handbook may call 888-239-9228 between the hours of 6:00am to 5:00pm
Monday through Friday.  We will be happy to answer any questions.

Upon request, service information is available to the public in alternative formats.

This passenger handbook may be amended at any time.