ADA Policy

The Americans with Disabilities Act (ADA) was signed into law on July 26, 1990. The ADA is civil rights legislation that requires that persons with disabilities receive transportation services equal to those available on the fixed-route service.

It is the policy of Elwha Transit (ET) that, when viewed in their entirety, services, programs, facilities, and communications provided by Elwha Transit, directly or by a contracted service provider, are readily accessible and usable to individuals with disabilities to the maximum extent possible. 49 CFR 37.105

1.  Fare

Fare for Elwha Transit is as follows:

  • Free to all.

2.  Holiday Closures

Elwha Transit will not run on the following nationally or tribal recognized holidays:

New Year’s Day, Martin Luther King Jr Day, Treaty Day, President’s Day, Billy Frank Jr Day, Native American Day, Memorial Day, Independence Day, Labor Day, Indigenous Day, Veterans’ Day, Thanksgiving Day, and Christmas Day through New Year’s Day.

3.  Paratransit Service

ET provides access to individuals able to use the Ford Transit Van, fixed-route service; there are no ramps, no hydraulic “kneeling,” or areas for mobility device securement.  For wheelchair accessible, origin-to-destination paratransit service, contact Clallam Transit System at 360-452-5411 ext 1 or 1-888-417-5445 (TTY toll-free). Enrolled Tribal members with Medicare or Medicaid may also use the independently run services through the Elwha Clinic at 360-452-6252.

4.  Approved Equipment

Passengers will be transported, provided the vehicle can physically accommodate them unless doing so is inconsistent with legitimate safety requirements (e.g., the wheelchair/occupant’s combined weight exceeds that of the lift specifications).

  • Wheelchairs and walkers must be collapsible and stored between seats or in the vehicle’s

5.  Portable Oxygen Use

Individuals with disabilities who use portable oxygen devices can travel with respirators and must properly secure portable oxygen supplies. Oxygen supplies must not obstruct the aisle. (49 CFR 37.167(h))

6.  Securement Policy

Elwha Transit cannot refuse to transport someone whose mobility device cannot be satisfactorily restrained provided that mobility device fits within the definition described in Section 3 or 4. (49 CFR 37.165)

7.  Stop Announcements

Stops at major intersections, transfer points, and destination points will be announced on fixed-route buses. Transit operators will announce other stops upon request. (49 CFR 37.167 (a-c))

8.  Personal Care Attendants

A Personal Care Attendant (PCA) may ride with you at no charge. A PCA is someone who travels with and helps a rider who is not able to travel alone. You must provide your PCA if you need one. Guests and companions may ride with you on Elwha Transit. A companion is anyone who rides with you who is not designated as your PCA. (49 CFR 37 (d))

9.  Service Animals

A service animal is defined as any guide dog, signal dog, or another animal individually trained to work or perform tasks for an individual with a disability, including, but not limited to, guiding individuals with impaired vision, alerting individuals with impaired hearing to intruders or sounds providing minimal protection or rescue work, pulling a wheelchair, or fetching dropped items.

  • The animal must be on a leash, tether, or harness unless the use of such a device would interfere with the task the service animal performs or the person’s disability prevents the use of such devices. The service animal must remain under the control of the owner and behave appropriately at all

  • The animal must remain at your feet or on your lap. It may not sit on a vehicle

  • The animal must not be aggressive toward people or other animals. (49 CFR 37.167 (d))

  • The handler must clean any animal feces on the Transit.

Emotional support animals are not defined as service animals.

10.  Boarding Assistance

Operators shall position the bus to make boarding and de-boarding as easy as possible for everyone and minimize the curb’s height where possible. Bus operators shall assist passengers upon request. Passengers with disabilities shall be allowed adequate time to board and disembark the vehicle.

11.  Priority Seating

Upon request, bus operators shall ask – but not require – passengers to yield priority seating at the front of the bus to seniors and persons with disabilities. Drivers are not required to enforce the priority seating designation beyond making such a request.

12.  Suspension of Service 

A rider’s privileges may be suspended for any of the following infractions on any Elwha Transit property, including vehicles, bus stops, or stations:

  • Smoking or carrying a lit pipe, cigar, or cigarette (unless in a designated smoking area).

  • Discarding or dumping litter in places other than the recognized

  • Consuming alcoholic beverages or in possession of alcoholic

  • Loud, raucous, unruly, harmful, or harassing

  • Engaging in other conduct that is inconsistent with the intended purpose of the transit facility, station, or

13.  Notification of Policy

Elwha Transit will notify the public of the ADA policy on the Lower Elwha Klallam Tribe website and in the riders guide.

14.  Complaint Process

Elwha Transit is committed to providing safe, reliable, and accessible transportation options for the community. Elwha Transit has established a Customer Complaint Policy and customers wishing to file a complaint or obtain a copy of the Customer Complaint Policy may contact Susan Matthews, TTP Manager at (360) 452-8471*7468, via email at or in person at Elwha Transit’s Overseeing Public Works Office, located at 465 Stratton Rd, Port Angeles, WA. 98392.

15.  Reasonable Modification

Requests for modifications of Elwha Transit policies, practices, or procedures to accommodate an individual with a disability may be made either in advance or at the time of the transportation service. Elwha Transit is best able to address and accommodate a request when customers make their requests before the trip. Contact Elwha Transit office customer service for questions

16.   Direct Threat

If a person is violent, seriously disruptive, or engaging in illegal conduct, Elwha Transit may, consistent with established procedures for all riders, refuse to carry the passenger. A person who poses a significant risk to others may be excluded [from service] if reasonable modifications to the public accommodation’s policies, practices, or procedures will not eliminate that risk. (49CFR 37.5 App. D/ 29 CFR 36.208)

Behaviors that may cause immediate exclusion from the system include:

  • Destruction of public property (the vehicle or its furnishings)

  • Doing violence to others or oneself

  • Behavior that is seriously unruly, seriously disruptive, threatening, or frightening to others

  • Behavior that interferes with the safe operation of the vehicle

  • Violations of service animal policy by failing to control one’s service animal

  • Violations of operating rules governing the provision of transportation system-wide

  • Engaging in illegal

  • Other conduct judged by Elwha Transit represents an actual or potential threat to the health, safety, or wellbeing of oneself, the operator, other passengers, or transit personnel.

Passengers excluded from the system due to a direct threat can request an administrative appeal by contacting Elwha Transit at (360) 452-8471*7469.

17.  Record Retention

All records will be retained for six (6) years after the end of the project.

Customer Complaint Policy

Elwha Transit is committed to providing reliable, safe, and satisfying transportation options for the community. Customers of ELWHA Transit are a fundamental aspect of our business and as such, their feedback is crucial to the growth and development of the agency.

The Elwha Transit Customer Complaint Policy has been established to ensure that riders of the system have an easy and accessible way to provide feedback to the agency. Elwha Transit is open to hearing any customer feedback including complaints, comments, suggestions, or concerns.

Contacting Elwha Transit: Riders seeking to may contact Susan Matthews, TTP Manager at 360.452.8471 ext. 7468, via email at, or in person at Elwha Transit’s Overseeing Public Works Office, located at 465 Stratton Rd, Port Angeles, WA. 98392.     

Feedback Review Process: All feedback from customers is valued and will be reviewed by the Public Works Director. After review, the Customer Service Manager will distribute the customer communication to the appropriate agency representative(s).

Feedback Acknowledgement: Anyone who submits a comment, complaint, or service suggestion to Elwha Transit shall receive a response provided they give legible contact information.

  • Feedback sent via mail or fax will receive with a response within seven business days.
  • E-mail or phone messages will be returned with 72 business hours.

Customer Appeals Process: Any person who is dissatisfied with the response they receive from Elwha Transit is welcome to appeal the decision. A review team consisting of the Executive Director, Public Works Director, and Elwha Tribal Transportation Program Manager will review customer appeals.

Information about Policy: Information about the Customer Complaint Policy, including how to submit a complaint, will be made available to riders:

  1. When customers are approved for ADA paratransit service
  2. When customers are re-evaluated for ADA paratransit service or if customers are not re-evaluated, every three years
  3. On comment cards available on all transportation vehicles
  4. At the downtown station
  5. On the website

Reporting: The Director shall compile a summary of rider responses for the board, staff, and employees for use in reviewing and evaluating service. 

Tracking: Elwha Transit shall maintain a tracking system for all feedback from customers that provides a unique identification of each customer communication and allows ready access to information on the status of the comment at any time.

Protection from Retribution: Customers of Elwha Transit should be able to submit feedback without fear of retribution from the agency. If a rider feels like they are being treated unfairly in response to the feedback that they provided, they should contact the ELWHA Transit Customer Ombudsman.  Elwha Transit will appropriately discipline any employee that retaliates against a customer.