Our Policies and Procedures

UCHRA Public Transportation realizes that one size does not fit all when it comes to the ride that you need. Our diverse array of services, including bus routes, door-to-door, and customized trip services, help ensure that we get you where you need to go.

We strive to maintain a professional, customer-friendly, low-cost transit system that provides transportation to rural residents of all ages and pride ourselves on helping individuals by providing a safe, quality, and dependable service. It is our goal to provide clean, prompt, reliable, safe, and efficient service. To help us meet this goal, our vehicles and equipment are serviced at our in-house facility on a regular basis. Our drivers are properly licensed and attend regularly-scheduled training sessions to help them understand and meet the needs of our passengers. We are a drug-free workplace.

UCHRA Public Transportation is funded by the Federal Transit Administration, TN Dept. of Transportation, local human service contracts, fares, local revenues, and in-kind contributions. We abide by all applicable federal, state, and local regulations.

Documents & Downloads

Browse below to view and download documents related to our policies and procedures.

Information and communications concerning UCHRA’s Public Transportation services are available in alternative accessible formats, upon request.

To initiate such a request, please contact customerservice@uchra.com or call 1-833-828-7477.

The Americans with Disabilities Act prohibits discrimination against qualified individuals with disabilities from participation in services, programs, or activities of a public agency—including transportation programs.

Please send complaint forms in to customerservice@uchra.com with ADA Complaint in the email subject line.

Click here to view UCHRA’s Public Transportation Public Participation Plan

We want to provide our customers with the best ride experience possible. If you feel that we have missed the mark, please let us know by completing a complaint form.

Grievances are separated into two categories: General Public and Title VI. Title VI complaints focus specifically on discrimination on the basis of race, color, and national origin. These forms may be completed online or printed and mailed to our office.

The Passenger General Public Complaint form may be downloaded, filled in, and mailed in or you may complete the form here. It will be emailed to our Customer Service Staff ay customerservice@uchra.com.

Interested in working for UCHRA Public Transportation? 

Click here for current job openings and employment contact information.

Need to schedule a trip or have questions about UCHRA Public Transportation? Call 833-UC TRIPS

  • Para asistencia en español por favor llame 833-UC TRIPS (For assistance in any other language please call your local office and we will contact Avaza Language Services for translation.)
  • For brochures in large print please contact customerservice@uchra.com
  • For TDD/TTY (Telecommunication device for the deaf) support, please call: 1-800-848-0298
  • Send an email to customerservice@uchra.com or call 1-833-828-7477 for complaints or reasonable modification of your trip.

UCHRA Public Transportation Customer Service

Address: 580 S. Jefferson Ave., Ste. B Cookeville, TN 38501-4010
Phone: 1-833-UC TRIPS (828-7477)
Email: customerservice@uchra.com

 

UCHRA DBE Policy – Policy for promoting Disadvantaged Business Enterprise

UCHRA’s Public Transportation Participation Plan – Discusses public involvement in the Transit program

UCHRA Coordinated Public Transit Human Services Transportation Plan – Comprehensive Transit Plan

UCHRA Public Transportation will provide reasonable modifications of policy and practice to ensure services are accessible to people with disabilities. To request these modifications or for Information/Complaints, contact your local UCHRA office or call 833-UC TRIPS.

Information and communications concerning UCHRA Public Transportation’s services are available in alternative accessible formats, upon request. To initiate such a request, please complete our online form found here or call (931) 528-1127.

The Passenger Reasonable Modification Request can be downloaded here, completed, and mailed in or you may complete the form here. It will be emailed to our Customer Service Staff.

UCHRA Public Transportation welcomes questions, comments, and suggestions.

UCHRA Public Transportation complies with Title VI of the Civil Rights Act of 1964 (42 U.S.C. 2000d et seq.), which states that “no person in the United States shall, on the ground of race, color, or national origin, be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any program or activity receiving Federal financial assistance.” Any person who believes that discrimination has occurred by a state agency on the basis of race, color, or national origin, including limited English proficiency (LEP), in violation of Title VI may file a written complaint with the Tennessee Human Rights Commission. Complaints must be filed within 180 days of the alleged discriminatory act. Complaints may also be filed with the state or federal agency involved or the United States Department of Justice. For more information, please contact the Upper Cumberland Human Resource Agency.

UCHRA Public Transportation fully endorses the Civil Rights Act. Click to learn more. The Passenger Title VI Complaint can be downloaded here, completed, and mailed in or you may complete the form here. It will be emailed to our Customer Service Staff.

 

How are we doing?

Click here to take a short survey about our transportation services.

Questions? Concerns?
(Call 833) 828-7477