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Diamond Ride Program Rules – Effective July 1, 2024July 1, 2025 (Rev 6/18/245/6/2025) 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. Pacific Standard Time (PST). Standard service hours apply except in the following circumstances:
1. Special Medical Exceptions: Trips to dialysis centers within Service Area 1 and 2 may be scheduled and fulfilled outside the standard service hours.
2. Holiday Ride: This free seasonal program runs from the day after Thanksgiving (“Black Friday”) 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 from 7:00 a.m.-8:00 p.m.
B. Eligible Users
Service is available to Diamond Bar residents who are:
1. Sixty (60) years of age or older; or
2. Disabled adults aged eighteen (18) years or older.
To enroll, residents must:
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.
Eligible 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. Eligibility for Diamond Ride will remain valid for two (2) years. Diamond Ride participants cardholders are responsible for renewing their eligibility to ensure continuous access to the program. before the card’s expiration date. 2 | Page
If an eligible interested residentuser needs transportation to City Hall to receive determine a Diamond Ride identification card, pleaseeligibility, please contact the City Manager’s Office for accommodations.
For regular Diamond Ride vehicles, Diamond Ride cardholders participants 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 participant at no additional charge. Diamond Ride drivers are not permitted to physically assist Diamond Ride cardholders participants with entry or exit from the vehicle.
For wheelchair-accessible vehicles, Diamond Ride cardholders participants may receive assistance from Diamond Ride drivers, if necessary, by opening the door, loading mobility devices and Diamond Ride cardholders participants onto the vehicle, and safely securing Diamond Ride cardholders participants inside the vehicle.
C. Guests
Only one (1) guest may accompany an cardholder eligible participant without paying an additional fare. Cardholders Eligible participants cannot schedule trips solely to transport a guest.
D. Service Area
CardholdersEligible participants may schedule trips to destinations within two (2) established Service Areas (see map). All rides must 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 bounded by the San Bernardino Freeway (I-10) to the north, Ramona Ave. to the east, Imperial Hwy./Carbon Canyon Rd./Chino Hills Pkwy to the south, and Harbor Blvd./Azusa Ave. to the west.
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, and Kaiser Permanente Irwindale Medical Offices in Irwindale. Additionally, this includes associated medical facilities located within a half-mile radius of the campuses of these hospitals.
E. Approved Medical Facilities
Approved Medical Facilities 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 Facility in Service Area 2.
F. Number of Trips
Cardholders Eligible participants 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.
G. Fares
All fares must be paid by the cardholder prior to the commencement of any trip.
1. Trips within the City (Service Area 1) - $0.50 one way ($1.00 round-trip)
2. Trips within medical service area (Service Area 2) - $1.50 one way ($3.00 round-trip)
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. 4 | Page
In an effort to make Diamond Ride affordable and equitable for all participants, particularly those who are low-income or living on fixed incomes, there is no cost for trips to and from Service Area 1 and Service Area 2, including approved satellite medical facilities. While fares are currently waived, they are subject to change at the discretion of the Diamond Bar City Council based on the needs of the program.
Fares are subject to change at the discretion of the City Council.
H. Scheduling a Trip
Reservations may be made by calling the dedicated call center for Diamond Ride. dispatch at 800-578-6555. Diamond Ride participants cardholders may not request specific drivers.
When scheduling a trip, Diamond Ride cardholders participants must provide:
Their Diamond Ride identification phone number.
The date, time and location of the requested pickup and destination. A special needs request for a wheelchair-accessible vehicle, if necessary.
Upon arrival of a Diamond Ride vehicle, cardholders must present their valid Diamond Ride identification card to the driver to confirm eligibility.
I. Response Time
Arrival time may vary within a forty-fivefifteen (1545)-minute window after the scheduled time. For example, a 9:00 a.m. scheduled pick-up may arrive between 9:00 a.m. to 9:1545 a.m. The fare, if applicable, is waived if a Diamond Ride vehicle arrives more than 45 15 minutes after the Diamond Ride cardholder’s participant’s scheduled time.
Note: While every effort to arrive within the forty-fivefifteen (4515)-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 cardholders participants to promote efficiency. In the event of an "incremental shared ride," where a Diamond Ride vehicle picks up joint Diamond Ride cardholders successively and delivers them to the same or successive destinations, each Diamond Ride cardholder shall pay the respective 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 the scheduled pick-up time.
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L. Suspension or Revocation of Diamond Ride Privileges
In cases of fraud or unauthorized use, the City of Diamond Bar reserves the right to suspend or revoke any Diamond Ride cardholder’s participant’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.
The City of Diamond Bar will notify Diamond Ride cardholders participants 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 participants who receive a notice of suspension or revocation have the right to appeal. To file an appeal, the Diamond Ride cardholder participant 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.
K. Modification of Diamond Ride Program Rules
Unless explicitly outlined within these rules, the City Manager has the authority to modify the Diamond Ride Program Rules as needed to effectively address operational and programmatic requirements.