GoWake Access Transportation

Public Hearing Notice - September 20, 2021

The GoWake Access program provides door-to-door, shared ride transportation services to those in the general public who:

  • Are age 60 or older,
  • Have a disability,
  • Need work-related transportation,
  • Reside in rural service zones of Wake County, or
  • Participate in a sponsored eligible service (Medicaid, Public Health, Work First). Please contact your Case Worker for eligibility.

For any questions about eligibility, services, or transportation in general, please call:
919-212-7005 (TTY 800-735-2962)

 

COVID-19 Vaccine Appointment Rides

Need a ride to your vaccine appointment? 

Call GoWake at 919-212-7005 for a ride share, including wheelchair assistance.

  • Please give 24 hours advance notice.
  • Available Monday – Friday.
  • Must schedule two rides: to and from your appointment.

Learn more about the COVID-19 vaccines

How do I get a ride?

To reserve your seat, call 919-212-7005 (TTY 800-735-2962). General public passengers (non-Medicaid) may only call in for trip reservations.  

Transportation services are provided Monday through Saturday from 6 a.m. to 6 p.m., excluding holidays. 

You must have both the origin and destination addresses available when making a reservation. If you do not have both addresses when you call, your trip will not be scheduled. 

Service is available by reservation on a first-come, seat-availability basis. General public riders must call the day before the trip to schedule a ride. Medicaid recipients must call at least three business days prior to an appointment to schedule a ride. If you are planning on traveling outside of the county, it is strongly recommended that you call at least five business days in advance of your trip. 

If you need to cancel a trip, call 919-996-3444. Cancellations must be made at least one hour prior to your scheduled pick-up time.  

If you are an established Medicaid client, you have the option to call 919-212-7005 (TTY 800-735-2962), or reserve your trip via the online portal* (email not required).  

Only Medicaid passengers may use the online portal for trip reservations. Non-Medicaid trips requested via the online portal will not be accepted

Am I eligible?

Do you need a ride to get to your COVID19 vaccine appointment? GoWake Access can help!

If you have a confirmed appointment for a COVID19 vaccine, and do not have transportation to the site, call GoWake Access at 919-212-7005 (TTY 800-735-2962) for a free ride to and from your appointment. Please call at least 24 hours in advance of your appointment to schedule your trip. 

Medicaid Transportation 

Adults and children authorized to receive Medicaid transportation can receive transportation option to and from a medical appointment covered by Medicaid. See our Medicaid information page for more information.

Cost: No fare.

Elderly Disabled Transportation Assistance (EDTAP) 

For adults aged 60+ and children or adults with a disability. Verification for age or disability may be requested by the reservation staff.

Cost: $2 for trips within the same city, or $4 for trips traveling to a different town or city.

Rural General Public (RGP) Transportation 

For residents of Wake County who live in a rural zone, or are traveling to a rural zone.

Cost: $2 for trips within the same city, or $4 for trips traveling to a different town or city.

Employment

Employment transportation is available to and from a job, or for a job interview. Verification of employment may be requested at any time by the reservation staff.

Cost: $2 for trips within the same city, or $4 for trips traveling to a different town or city.

Wake Transit Plan General Public 

As a result of the Wake Transit Plan, for residents of Wake County who are traveling outside of Raleigh or Cary are eligible for transportation.

Cost: $2 for trips within the same city, or $4 for trips traveling to a different town or city.

Medicaid Transportation

Medicaid transportation is available to medical appointments for ​those who have active Medicaid. For questions of eligibility, please contact your case worker.

In order to get transportation to and from an appointment, the appointment must be covered by Medicaid. Proof of appointment is required for all Medicaid transportation.

As a Medicaid transportation beneficiary, you are required to notify GoWake Access at least three days prior to your appointment and five days prior for appointments outside of Wake County. Failing to do so can result in denying your transportation. If your transportation is denied for any reason, you have the right to file a written notice within 10 working days and you have the right to have a local hearing to appeal this decision. Appeal Rights are noted at the bottom of this page.
Call Center Hours: Monday–Friday, 8 a.m.–5 p.m.

Walk-In Hours:

220 Swinburne St., Raleigh
Monday–Thursday, 9–10:45 a.m. and 2–3:45 p.m.; Friday, 9–10:45 a.m. only

Regional Centers
8 a.m.–4 p.m. (gas card pick-up only)

Modes of Medicaid Transportation

Passes can be mailed to the rider (verification form of Medicaid-covered service is required). Five days notice is required for receipt of tickets. Medicaid recipients can call 919-212-7005 or come in during walk-in hours (posted above).

Gas Card

Gas cards cannot be mailed and must be picked up.

  • Must be a 5-mile, one-way minimum to receive a gas card for medical appointment;
  • Customer with a car, or who has someone who can transport them, but needs assistance with gas;
  • Must have proof of  an appointment (walk-in hours above);
  • Driver must provide current driver’s license, proof of insurance and current vehicle registration;
  • If the appointment is outside Wake County the referring physician must fax a DMA 5048 form to Transportation stating the service cannot be provided in Wake County;
  • Gas card calculation is based on mileage from home address to medical office and return home. Fuel prices are monitored daily and are subject to change; and
  • Must provide DMA 5118 (document below) as proof of attendance from previous appointment.
     

Van Transportation

  • Must call 919-212-7005 at least three working days prior to the appointment (five days prior if appointment is outside of Wake County). UNC (Chapel Hill) and Duke (Durham) trips are based on set shuttle schedule.
  • In order to reserve a trip, client must have appointment date, complete facility name, address and phone number of the medical office.
  • Cancellations must be made at least one hour prior to pick up time in order for the beneficiary to not receive a No-Show.
  • Ride status checks or cancellations can be made by calling dispatch at 919-996-4444.
     

No-Show and Cancellation Policy

A no-show occurs when a Medicaid client is scheduled for a trip to a medical service and fails to show up to be transported.

  • The client must be ready and at the designated place for pick-up at the time given by the customer service representative. The van driver is only required to wait a minimum of five minutes. After this time,  the driver is instructed to leave a no-show tag and proceed to the next destination.
  • The client must call the number provided for trip requests to cancel scheduled transportation at least one hour prior to pick-up. Cancellations made less than one hour in advance may count as a no-show, unless there was worthy cause for the cancellation.
  • The first missed trip will result in a warning letter informing the client that any further missed trips may result in a suspension of transportation services for a period of 30 days.
  • A second missed trip within three months of the first missed trip will result in a final warning letter informing the client that the next missed trip may result in a suspension of transportation services for a period of 30 days.
  • A third missed trip within three months of the first missed trip may result in a suspension notice informing the client that transportation services have been suspended for 30 days.
     

**Critical needs clients, such as those receiving dialysis or chemotherapy, will not have their transportation services suspended.**

Appeal Rights

If your transportation services have been suspended, or if your transportation has been denied, you can ask for a hearing to appeal the decision.

You must ask for this hearing within 60 days (or 90 days if you have a good reason for delay). This hearing is a meeting to review your situation and appeal. If a decision is made that your transportation services being denied was incorrect, new transportation services will be discussed. Please respond, in writing, why you feel this decision should be overturned and include any supporting documentation. Appeal letters can be mailed to:

GOWAKE Access Services
220 Swinburne St.
PO Box 46833
Raleigh, NC 27620-6833
Attn: Anita Davis, Transportation Manager

A local hearing will be held within five days of your request, unless you ask for it to be postponed. The hearing can be postponed (for a good reason) for as many as 10 calendar days. If you think the decision of the local hearing is wrong, contact your DSS county transportation coordinator WITHIN 15 DAYS of receiving the decision of the local hearing, to ask for a state hearing.

If you have any questions regarding this No-Show/Cancellation Policy or Appeal Rights, please contact the Wake County Transportation Call Center at 919-212-7005, and a customer service representative will be available to assist you.

DMA 5118A – Verification of Receipt of Medicaid-Covered Service

DMA 5118B – Verification of Receipt of Medicaid-Covered Service (this version is for medical offices that require beneficiary's consent to release information)

Want to leave a comment about your trip?

For a commendation or a complaint to be filed, the customer must call the Wake County Transportation Call Center at 919-212-7005 and press option 4 or contact the Consumer Experience Team directly at 919-212-7155. Complaints may also be filed online.

Complaints must be reported within 48 hours of the incident.

Wake County Transportation Complaint Policy

Was there a problem with your transportation?

Complaints must be reported within 24–48 hours after the incidence. The representative will enter the information into a database and distribute to the appropriate person. We appreciate any and all timely feedback, with as much detail as possible.

The WCTS staff will follow up with the appropriate persons to correct and resolve the issue. The customer will also receive a letter verifying that the complaint was filed and what the corrective measures are.

If dissatisfied with the resolution, then customers may appeal actions taken on complaint resolution within 7 days of the date of the resolution notification by addressing the transportation manager in writing at the address below. The appeal should include all relevant information.

Wake County Human Services
Transportation Manager
220 Swinburne St., Raleigh, NC 27610

Public Notices

Effective July 1, 2016: This is to inform the public of mandatory changes to the GoWake Access rural transportation program and service area that went into effect on July 1, 2016.

The North Carolina Department of Transportation updated its definition of non-urbanized areas eligible for some transportation services. As a result, individuals who have used the GoWake Access service may live in an area that is no longer eligible for some GoWake Access services.

Additionally, grant funding has been reduced for the GoWake Access program, while program costs have increased. These changes may affect the availability of trips for our riders. The fare paid by the rider will not change, remaining either $2 or $4 each way.

Rider Rights and Protections

Title VI Notice to the Public

Wake County Human Services operates its programs and services without regard to race, color, and national origin in accordance with Title VI of the Civil Rights Act. Any person who believes he or she has been aggrieved by any unlawful discriminatory practice under Title VI may file a complaint with Wake County Human Services.

For more information on the Wake County Human Services civil rights program, and the procedure to file a complaint, call 919-212-7155 (TTY 800-735-2962), email [email protected] or visit our administrative office at Wake County Human Services: 220 Swinburne Street, Room 2161, Raleigh NC 27610.

A complainant may file a complaint directly with the Federal Transit Administration by filing a complaint with the Office of Civil Rights, Attention: Title VI Program Coordinator, East Building, 5th Floor – TCR, 1200 New Jersey Ave. SE, Washington, D.C. 20590.

If information is needed in another language, call 919-212-7155.

Civil Rights Protections  

GoWake Access is committed to operating transportation programs and services without regard to disability, race, color, or national origin, in accordance with applicable federal statutes.

  • Title II of the Americans with Disabilities Act
  • Title VI of the Civil Rights Act

Reasonable Modification Public Notice

GoWake Access is committed to ensuring a reliable, accessible experience for all customers. If, due to a disability, you are not able to fully use GoWake Access's programs and services because of a policy or procedure that has been established, you may submit a request for a modification of the policy or procedure. To request a modification, complete a Request for Modification of Policy/Procedure Form, which is available online at or by calling 919-212-7360 (TTY 800-735-2962). All requests for reasonable modifications to GoWake Access policies or procedures will be considered on an individual basis. Please note that GoWake Access may be unable to accommodate requests for modifications which would: (1) result in a fundamental alteration to the nature of the service; (2) create a direct threat to the health or safety of others, and; (3) create an undue financial or administrative burden. Requests for modifications might also not be granted if the director determines that the service can be fully utilized without the requested change. In the event that a barrier to access exists, but the requested modification cannot be granted, GoWake Access will, to the maximum extent possible, assist in determining other possible actions that might be taken to provide access to its programs and services.

Transportation Advisory Board

The Wake County Transportation Advisory Board (TAB) serves as a forum for citizen suggestions and complaints concerning fares, routes and schedules. It also serves as an advocacy group for public transportation services and reviews recommendations on services provision and transit policies. The TAB reviews and makes recommendations on minimum performance standards for the system. The TAB also explores emerging issues in public transit and works with staff on solutions.

TAB Meeting Calendar

The Transportation Advisory Board meets quarterly. Beginning April 2020, until further notice, all GoWake Access advisory board meetings will be held remotely. Meetings can be joined via Microsoft Teams with no login required. Join the meeting via this link.

If anyone would like to make a public comment at an upcoming meeting, please arrive at least five (5) minutes early to the virtual meeting.

Future Meetings

October 6, 2021, 9–11:30 a.m.

December 1, 2021, 9–11:30 a.m.

February 2, 2022, 9–11:30 a.m.

Local and Regional Providers

Providers

Below are other paratransit providers within and surrounding Wake County. Please contact the specific agency with questions about its services. 

Want to Drive for GoWake Access?

To view openings and apply for jobs working with GoWake Access, please visit MV Transportation's website.

Interested applicants may also apply in person at the operations facility Monday–Friday, 9 a.m.–5 p.m.