Eligible categories and in person assessments
We place all TransHelp passengers in one of 3 categories. We might ask you to attend an in-person or virtual assessment to help us decide your eligibility.
TransHelp eligibility categories
Temporary eligibility means that:
- A short-term disability is expected to change or improve over time. e.g. an operation, treatment or therapy.
- You may qualify for TransHelp if the disability prevents you from using conventional public transit.
Conditional eligibility means that a disability or a barrier is stopping you from using conventional public transit only sometimes or during certain conditions.
For example, a person living with a physical disability might not be able to access a local bus stop during the winter months.
Unconditional eligibility means that:
- A permanent disability is not expected to change or improve with time.
- You may qualify for TransHelp if your permanent disability is stopping you from using conventional public transit.
Regardless of your eligibility category, you may require a support person.
TransHelp provides door-to-door service.
This means that upon pick up, your driver will help you from the first accessible door to the vehicle. Upon drop off, your driver will help you from the vehicle through the first accessible door.
A support person is someone who needs to assist you during your travel.
You’ll need a support person to travel with you if you cannot:
- Travel alone.
- Recognize your destination on your own.
- Unlock the door at your destination.
You might be able to travel without a support person if you’re in a day program or a work placement at TransHelp approved locations.
When applying, you must demonstrate the need for a support person during travel.
If you are eligible to travel alone, you can request to remove the Mandatory Support Person designation on your file.
In some cases, having a support person will allow you to use conventional public transit. If this is the case, you may become ineligible for TransHelp.
We might ask you to attend an in-person or virtual assessment to help us decide your eligibility.
Assessments help us better understand the barriers that are stopping you from taking conventional public transit.
If we need an in-person or virtual assessment, we’ll call you.
Assessments can take up to one hour. When you come in for an in-person assessment, please bring the following with you:
- Mobility devices you currently use
- Comfortable footwear
- Weather-appropriate clothing
Instructions are in English. If you’ll need someone to translate for you, bring someone with you who can speak on your behalf.
All assessments are completed by a licensed healthcare professional.
Update contact information, monitor account balance and transactions and cancel trips online.