CAC Transit Program

Ride Guide

Knox County CAC Transit is a demand response system that provides wheelchair accessible and general public transportation

• to residents who live within Knox County outside the City of Knoxville,
• to those individuals who live within the City of Knoxville outside the KAT service area,
• and to those City residents who are not served by the KAT fixed route system including persons who live too far from a bus stop or whose destination is not within the KAT service area.

Hours of Service

• CAC Transit provides transportation services Monday through Saturday between the hours of 5:00 AM and 9:00 PM.
• Some transportation (including scheduled employment and special events) is provided twenty-four (24) hours per day, seven (7) days a week.
• CAC Transit observes twelve (12) holidays a year which are subject to limited services.
• Regular Office Hours are Monday through Friday, 7:00 AM to 5:45 PM .
• Reservations are ONLY taken Monday through Friday, 8:00 AM to 4:45 PM.
• Phone lines are answered during regular business hours. If you call outside these hours, the phone will go to voicemail and you will ONLY be able to leave a message.

How to Schedule Transportation

• CAC Transit provides door-to-door transportation services to the residents of Knoxville and Knox County who live outside the KAT service area.
• You must talk to a representative to schedule your trip no later than 11:00 a.m. the working day before your appointment.
• You must be ready for pickup at least one (1) hour plus drive time before scheduled appointment time. The driver is not permitted to wait longer than five minutes as he or she has many other stops to make.
• When you schedule your trip, tell the representative what time you expect to return home. If you don’t know in advance what time you will need to be returned, call CAC Transit when you are finished. CAC Transit has a pickup window of one (1) hour for all return trips.
• The driver cannot stay with you during your appointment or errand.
• The fare is $2.00 per person each way. This fare does not apply to customers that qualify for other contract services with CAC Transit.
• Canceling a Ride: Call CAC Transit to cancel your trip as soon as you know about your change in plans. If you don’t call, the vehicle will make a wasted trip, which uses up limited funding.

Passenger Responsibilities

• Passengers must pay their fare upon entering the vehicle.
• Passengers must wear seat belts while the vehicle is in motion.
• Passengers under four years of age must be transported in a child restraint seat.
• Passengers who are disabled, in wheelchairs, or who need help in performing common tasks are allowed to have an escort or attendant to assist them. The escort or attendant can ride without charge.
• There is no smoking, no chewing tobacco, and no eating or drinking while inside the vehicle.
• Passengers are responsible for their own belongings.
• Passengers will maintain orderly conduct while inside the vehicle. No loud, violent, or abusive conduct (verbal or physical) will be tolerated.
• Passengers carrying or using alcoholic beverages and/or illegal substances will not be permitted to ride.
• Passengers’ dress and hygiene should be at a generally acceptable level that does not offend others.
• Passengers should not tip or offer a gift of any kind to the driver.
• Passengers should not talk to or otherwise distract the driver while he or she is driving.

Driver Responsibilities

• Drivers must wear their seatbelt while the vehicle is in motion.
• Drivers are not permitted to use cell phones while driving. This means with or without a headset of any kind.
• Drivers are required to assist each passenger in and out of the vehicle.
• Drivers are required to assist passengers with packages.
• Drivers are not permitted to enter a passenger’s home for any reason.
• Drivers are not responsible for lost or stolen items.
• Drivers are not allowed to accept tips, gratuities, or gifts for any reason—ever.
• Drivers are not permitted to administer any medication or sign for any medication at any facility or pharmacy.
• If at any time, you see a CAC Transit driver not living up to any of the above responsibilities while he or she is representing the agency, please report him or her to the CAC Transit Manager at (865) 524-0319.

Bad Weather Policy

Knox County CAC Transit is committed to transport passengers to and from their destinations during inclement weather as scheduled. Knox County CAC Transit will only cancel transportation services when passenger safety is at risk. If Knox County CAC Transit is unable to provide transportation, either to or from any destination, the Knox County CAC Transit dispatcher will contact the passenger in order for the passenger to make other transportation arrangements. Please help us by keeping us informed of any transportation changes during inclement weather.

Non-Discrimination Statement

Knox County CAC Transit is committed to maintaining an environment that is free of discrimination. No persons in the United States shall, on the grounds of race, color, age, sex, disability, or national origin be excluded from participation in, be denied the benefit of, or be subjected to discrimination under a program or activity receiving federal financial assistance from the Department of Transportation.

ADA MODIFICATIONS REQUEST PROCEDURES

The Knoxville-Knox County Community Action Committee (CAC) is a grant recipient of the Federal Transit Administration and the Tennessee Department of Transportation and complies with the Americans with Disabilities Act (ADA) and section 504 of the Rehabilitation Act of 1973 as amended (section 504). CAC will make reasonable modifications/accommodations to policies, practices, and procedures upon request to avoid discrimination and ensure that our programs are accessible to individuals with disabilities as codified by the Department of Transportation Title 49 CFR Parts 27 and 37.

To request a reasonable modification of our policies and practices, please contact:

Karen Estes, Director of Transportation
Knoxville-Knox County Community Action Committee
2247 Western Avenue
Knoxville, TN 37921
(865) 524-0319
karen.estes@cactrans.org

KNOX COUNTY CAC TRANSIT ADA COMPLAINT PROCEDURES

The Knoxville-Knox County Community Action Committee (CAC) is a grant recipient of the Federal Transit Administration and the Tennessee Department of Transportation and complies with the Americans with Disabilities Act (ADA) and section 504 of the Rehabilitation Act of 1973 as amended (section 504). CAC ensures that our programs are accessible to individuals with disabilities as codified by the Department of Transportation Title 49 CFR Parts 27 and 37.

If you have a complaint regarding our service, please contact:

Karen Estes, Director of Transportation Knoxville-Knox County Community Action Committee

2247 Western Avenue Knoxville, TN 37921

(865) 524-0319

karen.estes@cactrans.org 

CAC TITLE VI

COMPLAINT PROCEDURES

Any person who believes she or he has been discriminated against on the basis of race, color, or national origin by the Knoxville-Knox County Community Action Committee (hereinafter referred to as “CAC”) may file a Title VI complaint by completing and submitting the agency’s Title VI Complaint Form. CAC investigates complaints received not later than 180 days after the alleged incident. CAC will process complaints that are complete.

This is a link to the Title VI Compaint Form.

CAC Title VI Complaint Form

The form linked above is to be used by the complainant to file a complaint with CAC. In lieu of this form, the complainant may submit a letter describing the complaint.

CAC Report of Investigation

The CAC Title VI Coordinator will investigate and use the provided form to summarize and report the findings of an investigation; or the general outline of the form can be incorporated into a report structured by the investigator, if it addresses the essential issues outlined in the form. If it is determined that more information is needed to resolve the complaint, CAC may contact the complainant in writing for additional information. The complainant has 30 business days from the date of the letter to send requested information to the CAC Title VI Coordinator. If the CAC Title VI Coordinator is not contacted by the complainant or if CAC does not receive the additional information within 30 business days, CAC can administratively close the case. A case can also be administratively closed if the complainant no longer wishes to pursue their case. After the CAC Title VI Coordinator reviews the complaint, she/he will issue one of two letters to the complainant: a closure letter or a letter of finding. A closure letter summarizes the allegations and states that there was not a Title VI violation and that the case will be closed. A letter of finding summarizes the allegations and the interviews regarding the alleged incident, and explains whether any disciplinary action, additional training of the staff or other action will occur. If the complainant wished to appeal the decision, she/he has 30 days after the day of the closure letter or the letter of finding to do so.

CAC Withdrawal of Complaint or Appeal for Fair Hearing

The form linked above is to be used by the complainant to withdraw a complaint (CAC level) or appeal (state level). A request for withdrawal must be in writing.

CAC Appeal from Finding

The provided form is to be used by the claimant to appeal a finding or the proposed remedial action. This form is submitted directly to the Tennessee Human Rights Commission.

CAC Transit Complaints

A person may also file transportation complaints directly with the Federal Transit Administration, at FTA Office of Civil Rights, 1200 New Jersey Avenue SE, Washington, DC 20590; or the Tennessee Department of Transportation, Civil Rights Division, 505 Deaderick Street Suite 1800, Nashville, TN 37243.

August 1, 2023, Public Notice

Disadvantaged Business Enterprise Goal for FY 2024-2026

Knoxville-Knox County Community Action Committee (CAC) will have a goal of 0.39% of Federal financial assistance expended in Department of Transportation (DOT)-assisted contracts in federal fiscal years 2024-2026 (exclusive of Federal Transit Administration funds to be used for the purchase of transit vehicles) to be spent with firms who are certified as Disadvantaged Business Enterprises (DBE) under Department of Transportation regulations (49 CFR part 26). The proposed goal and the entire DBE program document are available for inspection during normal business hours at CAC’s main office for 30 days following the date of this notice. CAC and DOT will accept comments on the goals for 45 days from the date of this notice. Comments on the goal and program, or questions about DBE certification, should be addressed to:

Sue Campbell, DBE Liaison Officer

Knoxville-Knox County Community Action Committee

P. O. Box 51650, 2247 Western Avenue, Knoxville, TN 37950-1650

865-546-3500

sue.campbell@knoxcac.org 

or

Office of Civil Rights, Federal Transit Administration/U.S. Department of Transportation, Region IV

230 Peachtree Street NW, Suite 1400, Atlanta, GA 30303

404-865-5600

FTARegion4@dot.gov