Rider Guide

GENERAL INFORMATION AND OPERATIONS

The Loop Morrow County Public Transit:
Phone:           1-541-676-5667
TTY:                1-800-735-2900

Mailing Address:
PO Box 495 – Heppner, OR 97836

Office:
101 Boardman Ave, Boardman, OR 97818

Website:
www.co.morrow.or.us/theloop

Hours of Operations (Monday – Friday):
Deviated Fixed Route: 6:45 AM – 5:30 PM
Demand Response: 8:00 AM – 4:00 PM

FARE POLICY & DONATIONS

Morrow County Public Transit currently operates as a fare-free service and welcomes voluntary donations to help support the program. No rider will be denied service for choosing not to donate.

Please note that Morrow County reserves the right to implement a fare structure in the future.

When a donation is made to the driver, it is placed in a numbered deposit envelope, and a receipt is provided to the rider. The envelope is then attached to the trip sheet and submitted to the Dispatcher.

Donations are recorded on a County receipt form, including the date, amount, donor’s name, and driver’s name, and submitted to the Transit Manager for verification. The funds are then forwarded to the County Treasurer for deposit.

TRANSPORTATION SERVICES

Our goal is to create a sustainable and efficient transit system network that remains steadfast in our mission to serve the community. We are committed to increasing access to reliable transportation for all residents of Morrow County, ensuring that every individual, regardless of their location or background, has the opportunity to connect with essential services, jobs, and educational opportunities.

All of our transit services are fare-free—no payment is required to ride. We are committed to providing safe, accessible, and inclusive transportation for everyone. Our services comply with all Federal Transit Administration (FTA) regulations, including protections for all FTA-designated protected classes. Discrimination based on race, color, national origin, sex, age, disability, or any other protected characteristic is strictly prohibited. We strive to ensure equal access and a welcoming experience for every rider.

The Loop – Morrow County Public Transit provides fully accessible vehicles equipped to safely transport most non-ambulatory passengers, including those using wheelchairs, scooters, or other mobility devices. Securement and seatbelt use are required for all mobility devices and passengers.

Please inform the Dispatcher at the time of scheduling if you use a mobility aid or require a lift or ramp, so appropriate accommodations can be arranged. All drivers are trained to assist passengers with special needs and to properly secure mobility devices.

Morrow County Public Transit provides non-emergency, general public transportation services in compliance with Federal Transit Administration (FTA) guidelines. It is important to understand that our service is not a substitute for emergency medical transportation.

This is not an ambulance service and does not provide emergency medical care. Our drivers are not trained medical professionals and are not equipped to handle medical emergencies or provide life-saving interventions. If a passenger experiences a medical emergency or life-threatening condition while waiting for or during a ride 911 will be called to respond to the situation.

Fixed Route (Deviated):

Our deviated fixed route service is a fare-free public transportation system that operates Monday - Friday on set routes and schedules. Our service connects both North and South Morrow County, as well as neighboring counties, with three main routes:

Amarillo – City of Boardman Circular
Morado – North and South County Connector
- (Boardman, Lexington, Heppner, Hermsiton, Umatilla, & Irrigon)
Rojo – North and South County Connector
- (Boardman, Irrigon, Umatilla, Hermiston, Heppner, and Lexington)

These routes provide reliable, scheduled transportation to key destinations across the region, making it easy to get where you need to go.

Demand Response (Curb-To-Curb):

Demand Response service is a curb-to-curb, shared-ride transportation option that must be pre-scheduled in advance. It operates Monday - Friday on a first-come, first-served basis and is primarily designed for riders whose travel needs aren't met by fixed routes. As a shared-ride service, multiple passengers may ride together based on similar pick-up and drop-off locations or times. To support additional ridership, pickup times may be adjusted slightly to accommodate other passengers and ensure efficient, coordinated service for everyone.

Scheduling a Demand Response Ride
- All rides must be scheduled and approved through the Morrow County Public Transit Office/Dispatch Center. To request a ride or learn more, call 1-541-676-5667 or TTY 1-800-235-2900.
  
  Ride requests should be made at least 48 hours in advance. While we try to accommodate last-minute requests, availability is not guaranteed. When calling, please be ready to provide:
  - Date of Birth
  - Passenger Name
  - Origin & Destination Addresses (include business name if possible)
  - Telephone Number
  - Appointment Time & Duration
  - Veterans or Medicare Status
Canceling a Demand Response Ride
- Riders must notify the Dispatchers at least 24 hours in advance to cancel a scheduled trip. Call 1-844-676-5667 (toll-free) or TTY 1-800-735-2900. If staff are unavailable, leave a voicemail. For trips booked through a brokerage program, riders must also cancel with the broker directly.
- To avoid a "No Show," cancellations must be made at least 1 hour before the scheduled pickup time. Messages may be left after hours. Frequent cancellations or no-shows may lead to service suspension. Riders with 3 no-shows or late cancellations within 30 days will receive a warning. An additional occurrence within the same 30 days will potentially result in a suspension of services.
  - Riders may appeal a suspension by submitting a detailed explanation of the events leading to the suspension and submit via e-mail to mcpt@morrowcountyor.gov or in-person at 101 Boardman Ave, Boardman, OR 97818 for review

First/Last Mile - Port of Morrow & Loves at Tower Road

The first/last mile concept in public transit refers to the portion of a passenger's journey that occurs between their home (or starting point) and the nearest transit station (first mile), or between the transit station and their final destination (last mile). It’s the critical segment of the trip that connects people to the larger public transit network, and it often represents a barrier to fully utilizing public transportation.

First/Last Mile Service can be pre-scheduled from our Boardman offices to any Port of Morrow employer during our standard operating hours.

All rides must be scheduled and approved through the Morrow County Public Transit Office/Dispatch Center. To request a ride or learn more, call 1-541-676-5667 or TTY 1-800-235-2900.

RIDER EXPECTATIONS & RESPONSIBILITIES

Passenger Conduct & Safety Guidelines

Morrow County public Transit is committed to providing safe, courteous, and reliable transportation for all riders. Please review the following policies to ensure a smooth and respectful transit experience.

Pick-Up Expectations - Demand Response

Be Ready Early: Passengers must be ready and waiting at least 15 minutes before their scheduled pick-up time. This allows for schedule flexibility due to cancellations or other adjustments.
Pick-Up Location: Riders must be at the designated pick-up point. Drivers are not required or expected to search for passengers.
If a passenger is not present, the driver will:
- Call the Transit Dispatcher or Supervisor immediately.
- Attempt to call the rider at the provided number and knock on the door.
- Wait no more than 5 minutes before departing if there is no response.
If a vehicle is more than 15 minutes late, riders should contact the Transit Office or Dispatch Center.

Driver Assistance & Responsibilities

Deviated Fixed Route & Demand Response

Mobility Assistance: Drivers will assist with wheelchair ramps/lifts and ensure all mobility devices are secured.
Drivers are not permitted to enter private residences or curtilage.
Drivers will make audible time point announcements on the deviated fixed routes in support of visually impaired passengers.

Demand Response

Drivers will provide limited physical assistance (arm support, verbal cues) when boarding or alighting if requested
Drivers will assist with light packages or bags (see bag policy)
When necessary, drivers will assist ADA-eligible passengers between the vehicle and the entrance of the building.

Personal Assistance: Passengers who require additional support beyond what drivers can provide must arrange for an escort or Personal Care Attendant (PCA) to accompany them. To ensure appropriate seating is available, PCAs must be identified at the time of booking a demand response ride.

Medical and Emergency Limitations

The Loop is not a medical or emergency transport service. Drivers are not trained medical personnel and may not administer medical care.
If a rider is unresponsive or cannot be awakened, drivers will call 911 for assistance.
Portable oxygen tanks are permitted but must be safely secured to prevent hazards. Inform the dispatcher when scheduling your ride if you will be bringing a tank.
Seatbelt use is mandatory for all drivers and passengers. Riders who refuse to wear a seatbelt will be denied service, unless they present a valid Oregon DMV Medical Exemption at the time of the ride.

Animal Policy

Only service animals are permitted on transit vehicles. Animals must remain under the rider’s control and must not pose a safety risk. Riders may be refused service if the animal behaves aggressively or disruptively. (see Service Animal policy for additional information)

Code of Conduct

The following behaviors are prohibited on all transit vehicles:
- Smoking or the appearance of smoking (including e-cigarettes or vaping) — this applies to both drivers and passengers.
- Loud talking, phone use, or music that disturbs others.
- Use of audio devices without headphones, unless inaudible to others.
- Transporting hazardous, flammable, caustic, or poisonous materials.
- Carrying weapons or dangerous objects.
- Soliciting, distributing flyers, or circulating petitions.
- Engaging in illegal or disruptive behavior.

Donations & Driver Conduct

The Loop is a fare-free service, though donations are welcome to support operations. No rider will be denied service for not donating.
Drivers are not permitted to accept tips, gifts, or gratuities. Any money received will be treated as a program donation.

Driveway & Drop-Off Access

Driveways must be safe and accessible for curbside pick-up or drop-off. Drivers will drop off passengers as close to their destination as safely possible.

REFUSAL OF SERVICE

Refusal of service will be based on, but not limited, to the following:

Intoxication or consumption of illicit goods
Violent behavior
Illegal conduct

Service will also be refused to anyone who:

Poses a threat to the safety of themselves or others
Compromises the general health of themselves or others
Knowingly contaminating a MCPT vehicle

SERVICE AREA

Morrow County Public Transit—The Loop—provides both intra-county and inter-county transportation for eligible residents and visitors. Serving a primary geographic area of over 2,000 square miles within Morrow County, The Loop is committed to connecting communities across the region.

While our core service area is within county boundaries, we regularly accommodate trips beyond the county to meet rider needs, ensuring greater accessibility and flexibility for those we serve.

MEDICAID/OHP CLIENTS

Medicaid/OHP transportation to medical appointments is arranged through brokerage channels. Transportation may be arranged with various transportation providers throughout the region. It is available to those with a current Oregon Health Plan Card who need transportation to a medical appointment and with no other way to get there.

VETERANS

Transportation for Veterans to medical facilities can also be arranged by calling the Morrow County Public Transit Office at 1-844-676-5667, TTY 1-800-735-2900, please tell the Dispatcher that you are a Veteran when booking the transportation.

INCLEMENT WEATHER CONDITIONS

Transportation service may be canceled when road conditions are or may become too difficult or hazardous for the safe operation of a vehicle. Transportation service will also be canceled during weather that might compromise the safety of passengers in either the area of trip origin, route of travel, or trip destination. Riders will be notified by on of the following; Transit Manager, Operations Supervisor, Transit Dispatcher or Transit Driver as early as possible. Inclement weather conditions are not confined to winter weather.

COMPLIMENTS, PROBLEMS, AND SUGGESTIONS

Riders with compliments, problems, or suggestions may write
Morrow County Transportation
PO Box 495
Heppner, OR 97836
or call 1-800-676-5667, TTY 1-800-235-2900.

To file a complaint, a The Loop Morrow County Public Transit Complaint Form may be requested from The Loop Morrow County Public Transit Manager, Dispatcher, or from the Driver during a trip.