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Diamond Ride Program Rules – Effective December 1, 2014 July 1, 2024 (Rev 7/21/16 6/18/24)
A. Hours & Days of Operation
Diamond Ride service is available seven (7) days a week, including holidays, from 7:00 a.m. to 8:00 p.m. Standard service hours of operation shall apply in all circumstances except: Standard service hours apply except in the following circumstances:
1. (1) Special Medical Exceptions: Trips to dialysis centers within the established medical boundary (Service Area 2) Service Area 1 and 2 may be scheduled and fulfilled outside the standard service hours. of operation.
2. (2) Holiday Ride: Holiday Ride is a This free seasonal program beginning runs from the day after Thanksgiving (“Black Friday”) and ending to January 2. During this period, Diamond Bar residents eighteen (18) years of age or older may schedule trips to and from Diamond Bar-based businesses at no charge. The Holiday Ride program is available from 7:00 a.m.-8:00 p.m. during the operational period.
B. Eligible Users
The service shall be Service is available to Diamond Bar residents who are:
1. (a) Sixty (60) years of age or older; or
2. (b) Disabled adults aged eighteen (18) years of age or older.
To participate enroll, residents must:
complete, sign, and meet all eligibility requirements of the Diamond Ride application and/or Diamond Ride Disability Eligibility Form, complete and sign the Waiver, Release and Discharge of Liability Form, and provide proof of current Diamond Bar residency (valid government issued identification card or utility bill). • Complete, sign, and meet all eligibility requirements of the Diamond Ride Application and/or Diamond Ride Disability Eligibility Form. • Provide proof of current Diamond Bar residency (valid government issued identification card or utility bill).
• Provide proof of age (valid Driver’s License, DMV Identification Card, or Birth Certificate).
• If enrolling as a participant with a disability, provide proof of disability, which includes verification with a written diagnosis that meets the requirements of CVC 295.5 or a disability card/document issued by the Veterans Administration, Department of Motor Vehicles, or Social Security Department. • Review and sign the Waiver, Release and Discharge of Liability Form. 2 | Page
Upon completion, eEligible users shall be issued a uniquely numbered Diamond Ride identification card bearing the user’s name, address, telephone number, and photograph. Diamond Ride identification cards are valid for two (2) years from the date of issuance. It is the cardholder’s responsibility to renew his/her eligibility prior to the expiration date. Diamond Ride cardholders are responsible for renewing their eligibility before the card’s expiration date.
In the event an eligible user needs transportation to City Hall to receive a Diamond Ride identification card, a free complementary trip will only be authorized with prior submittal of a complete Diamond Ride application and waiver form to the City by mail, email, or fax. Diamond Ride applicants that are unable to provide the complete application must arrange for transportation to City Hall at their own expense.
If an eligible user needs transportation to City Hall to receive a Diamond Ride identification card, please contact the City Manager’s Office for accommodations.
For regular Diamond Ride vehicles, Diamond Ride cardholders must be able to enter and exit Diamond Ride vehicles on their own. If assistance is required, one (1) guest may accompany a Diamond Ride cardholder at no additional charge.
Diamond Ride drivers are not permitted to physically assist Diamond Ride cardholders with entry or exit from the vehicle.
For wheelchair-accessible vehicles, Diamond Ride cardholders may receive assistance from Diamond Ride drivers, if necessary, by opening the door, loading mobility devices and Diamond Ride cardholders onto the vehicle, and safely securing Diamond Ride cardholders inside the vehicle.
C. Guests
No more than one (1) guest may accompany a cardholder without paying a fare.
Cardholders may not schedule trips with the sole purpose of transporting a guest to/from any destination.
Only one (1) guest may accompany a cardholder without paying an additional fare.
Cardholders cannot schedule trips solely to transport a guest.
D. Service Area
Cardholders may schedule rides trips to destinations within one of two (2) established Service Areas (see map). All rides must originate or terminate start or end in Diamond Bar.
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Service Area 1: Trips to/from any destination within Diamond Bar city limits.
Service Area 2: Trips to/from approved medical facilities beyond Diamond Bar city limits in the area bound by the San Bernardino Freeway (I-10) to the north, Ramona Ave.nue/Mills Avenue to the east, Imperial Hwy./Carbon Canyon Rd./Chino Hills Pkwy oad to the south, and Harbor Blvd./Azusa Ave. to the west., with exceptions for trips to Pomona Valley Hospital/Medical Center in Pomona and St. Jude Hospital/Medical Center in Fullerton.
Trips to/from the following medical facilities are included in Service Area 2:
Pomona Valley Hospital Medical Center in Pomona, Providence St. Jude Medical Center in Fullerton, and Kaiser Permanente Baldwin Park Medical Center in Baldwin Park. Additionally, this includes associated medical facilities located within a half-mile radius of the campuses of these hospitals.
E. Approved Medical Facilities
Approved Mmedical Ffacilities are defined as those located in Service Area 2 (see Section D, Service Area 2) that provide direct in/outpatient medical, dental or vision services/appointments under the care of a licensed doctor, registered nurse, physician assistant, or physical therapist. Adult Day Care facilities do not qualify as an Approved Medical Facilityies in Service Area 2.
EF. Number of Trips
Cardholders may schedule up to thirty (30) one-way trips (15 round trips) per month.
Each point-to-point trip counts as a single trip towards the monthly limit. 4 | Page
Note: Each point-to-point trip counts as a single trip toward the monthly limit.
FG. Fares
All applicable fares must be paid by the cardholder prior to the commencement of any trip.
1. (1) Trips within the City (Service Area 1) - $0.50 one way ($1.00 roundtrip)
2. (2) Trips within medical service area (Service Area 2) - $1.50 one way ($3.00 round-trip)
(3) Trips to a destination outside Service Area boundaries will be charged the standard commercial per-mile rate, or “cab conversion” fare for the remainder of the trip beyond the Service Area boundary.
3. Trips that extend beyond Service Area 1 that are non-medical in nature are treated as conversion trips. Riders will be charged a standard per mile rate of $3.25, in addition to the $0.50 base fare set for Service Area 1, after the Diamond Ride vehicle leaves the designated Service Area boundary.
Trips that extend beyond Service Area 2 that are medical in nature are treated as conversion trips. Riders will be charged a standard per mile rate of $3.25, in addition to the $1.50 base fare set for Service Area 2, after the Diamond Ride vehicle leaves the designated Service Area boundary.
Fares are subject to change at the discretion of the City Council.
GH.Scheduling a Trip
Reservations may be made by calling dispatch at 800-578-6555 (800-578-6555).
Diamond Ride cardholders may not request specific drivers.
When placing the call scheduling a trip, Diamond Ride cardholders must provide:
cardholders will be required to provide the dispatcher:
• A valid personal Diamond Ride card number. Their Diamond Ride identification number.
• The Ddate, time and location of the requested pickup and destination. • A special needs request for a wheelchair-accessible vehicle, if necessary.
Upon arrival of the taxicab a Diamond Ride vehicle, cardholders must present their valid Diamond Ride identification card to the driver to confirm eligibility. Cardholders may not request specific drivers.
I. Response Time
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Diamond Bar-based initial trips will be scheduled with a fifteen (15) minute pick-up window. Thus, if a customer schedules a trip for 9:00am, the taxi cab may arrive between 8:45am and 9:15am. Return trips will arrive within forty (40) minutes of the request. If a taxicab arrives more than forty (40) minutes after the cardholder’s reservation, the trip shall be free of charge.
Please note: While every effort to arrive within the forty (40) minute window will be made, trips scheduled during peak travel times or special requests, including the use of wheelchair accessible vehicles, may result in extended response times. Please schedule such trips accordingly.
Arrival time may vary within a forty-five (45)-minute window after the scheduled time.
For example, a 9:00 a.m. scheduled pick-up may arrive between 9:00 a.m. to 9:45 a.m. The fare is waived if a Diamond Ride vehicle arrives more than 45 minutes after the Diamond Ride cardholder’s scheduled time.
Note: While every effort to arrive within the forty-five (45)-minute window will be made, arrival times may vary depending on traffic, peak travel times, service availability, or special requests, including the use of wheelchair-accessible vehicles. Please schedule such trips accordingly.
J. Shared Rides
Diamond Ride dispatchers may schedule trips jointly with other Diamond Ride cardholdersriders to promote efficiency. Cardholders traveling to the same destination in the same taxicab may ride for a single fare per taxicab. In the event of an "incremental shared ride," where a taxicab Diamond Ride vehicle picks up joint travelers Diamond Ride cardholders successively and delivers them to the same or successive destinations, each Diamond Ride cardholder rider shall pay the respective full rider trip fare based on the rates established in Section F, Fares.
K. Cancelling a Trip
Cancellations must be made at least one (1) hour before prior to the scheduled pickup time. of your scheduled trip.
L. Suspension or Revocation of Diamond Ride Privileges
In the event of fraud or unauthorized use, the City reserves the right to revoke any Diamond Ride card. Users found to have fraudulently used program will be banned from Diamond Ride for a minimum period of two years.
In cases of fraud or unauthorized use, the City of Diamond Bar reserves the right to suspend or revoke any Diamond Ride cardholder’s access to the service in accordance with the Diamond Ride Program Rules. Service suspensions last for thirty days (30) days, while revocations extend for two (2) years. 6 | Page
The City of Diamond Bar will notify Diamond Ride cardholders of any fraud or unauthorized use, as well as the intent to suspend or revoke service, via the United States Postal Service in accordance with the Diamond Ride Program Rules.
Diamond Ride cardholders who receive a notice of suspension or revocation have the right to appeal. To file an appeal, the Diamond Ride cardholder or their representative must submit a written explanation, along with supporting facts and statements, detailing why the suspension or revocation should not occur. Appeals must be received within fifteen (15) business days and sent to: City of Diamond Bar, Attn: Diamond Ride Program, 21810 Copley Drive, Diamond Bar, CA 91765.
Rulings by the City of Diamond Bar shall be deemed final.