Frequently Asked Questions

Scheduling: 8:00am – 4:30pm, Monday-Friday

Dispatching: 6:00am – 6:00pm, Monday-Friday

Driving: Approximately 5:00am – midnight, 7 days a week, 365 days a years (as available)

Note that drivers carry a cell phone when the office is not open.

Disabled (physically, developmentally, mentally, emotionally) traveling to Network 180-approved day programming at:

• Hope Network sites
• Heart of City Health Center-West (Formerly Transitions/Touchstone)
• Goodwill Industries

Disabled going to competitive employment jobs.

Disabled attending programming authorized by insurance agencies or contracted agencies.

Senior Citizens who are preapproved to spend time at Alzheimer’s and dementia sites at:

• Hope Networks Behavioral Health Services’s Side by Side Adult Day Care Program
• SarahCare Adult Day Care Center

Medical trips authorized by health insurance agencies (Call your health insurance company).

Group trips for disabled and senior citizens.

Advance reservation door-to-door transportation services.

Rides for people who are ambulatory, in a wheelchair, use walkers, or similar mobility aids, such as Amigos. (If you use an Amigo, we strongly recommend that you transfer to a regular seat. The driver will properly secure the Amigo.)

Door-through-door and person-to-person assistance for seniors going to programs for Alzheimer’s and dementia.

Shared ride program: several passengers may share the same vehicle, and vehicles may make other stops before reaching your destination.

Demand response (as available).

We serve all of Kent County and portions of Ottawa County. Individual programs and funding may restrict service area.

Most initial reservations and changes need to be made though one of the agencies listed above. After you are approved, call between 8:00 a.m. and 4:30 p.m., Monday-Friday at 616.243.0876.

Please follow the following guidelines for making a reservation:

• Make reservations on a working day (Monday-Friday) by 4:30 p.m. the day before your trip.
• If your trip is for a Sunday or Monday, you must call by 4:30 p.m. on Friday.
• You may schedule a trip up to seven days in advance.
• If you schedule rides that are the same every week, you may request a standing reservation called a “subscription”.
• Ask for an approximate pick up time. You will be given a 30-minute window in which a driver will pick you up.
• If your ride is 15 minutes past your pick up window, feel free to call dispatch to get an update on your ride. All vehicles can be contacted via two-way radios.
• Cancel your ride as soon as possible! We need to know at least one hour before your pickup time, but the sooner the better!
• If you are scheduled for a ride, but do not take that ride or call too late to cancel, you will be considered a “no-show”. Your return ride will automatically be canceled unless you call us and let us know that you still need the return ride. If you no-show three times in a row, we will cancel all future transportation and will contact you or your agency to find out your future intentions.

Cancel your ride as soon as possible! We need to know at least one hour before your pickup time, but the sooner the better!

If you are scheduled for a ride, but do not take that ride or call too late to cancel, you will be considered a “no-show”. Your return ride will automatically be canceled unless you call us and let us know that you still need the return ride. If you no-show three times in a row, we will cancel all future transportation and will contact you or your agency to find out your future intentions.

Your fare will depend upon what program you participate in. We may require a fare upon boarding or may bill you once a month. Call the office for details.

All Hope Network drivers are trained in Passenger Assistance Techniques. Drivers are expected to provide door-to-door, and in many cases a person-to-person service.

When you schedule your rides, please make the Customer Care Coordinator aware of any special needs that you may require on your trips with us.

All drivers that transport wheelchair passengers require special training prior to transporting any wheelchair passengers. Please make us aware of your special needs when you call.

All drivers that transport senior citizens to day programming are trained for the special needs and care that seniors require.

Be on time for your ride. The driver will wait only five minutes for you to come out to the bus.

Call Customer Care (616.243.0876) and cancel your rides in advance, within a half hour of pick up time, at minimum. No-shows cost everyone time and money and could result in suspension of service.

Eating and drinking is not allowed in the vehicle.

Smoking is not allowed in or near Hope Network vehicles at any time.

It is Hope Network policy that tips, gifts or other gratuities from passengers cannot be accepted.

All passengers must be authorized in advance.

Be on time for your ride. The driver will wait only five minutes for you to come out to the bus.

Call Customer Care (616.243.0876) and cancel your rides in advance, within a half hour of pick up time, at minimum. No-shows cost everyone time and money and could result in suspension of service.

Eating and drinking is not allowed in the vehicle.

Smoking is not allowed in or near Hope Network vehicles at any time.

It is Hope Network policy that tips, gifts or other gratuities from passengers cannot be accepted.

All passengers must be authorized in advance.

Please be specific in what your needs are, so that we may dispatch the proper vehicle to you. Most vehicles are red and white with “Hope Network” signage. Types of vehicles used include:

• Minivans
• 15 passenger vans
• High top wheelchair vans
• Small buses with lifts
• Larger buses with lifts (up to 25 passengers)

In any type of severe weather, expect delays. Safety is our main concern!

• Severe Weather Watch = operations continue and weather monitored.
• Severe Thunderstorm/Tornado Warning = Operations suspended until “all-clear”. Drivers seek nearest available shelter.
• Tornado Alert = Seek shelter immediately.
• Winter Storm Advisories

“White” Transportation continues – Drivers may determine which roads or driveways may be impassable. In this case, a Customer Care Coordinator will call the passenger to either cancel the ride or meet the bus in a clear area.

“Yellow” – Transportation is canceled to all Network 180 day programs and Adult Day Care programs, but the centers will remain open. Necessary employment (including some Hope Network sites) and medical-related rides will continue unless canceled by the Customer Care Coordinator.

“Red” – All transportation is canceled.

Cancellations will be announced on all major TV, radio, and related websites. You can also check our weather hotline message at 616.248.5296.