Paratransit Program
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Paratransit providers for Hayward residents
The Hayward Operated Paratransit (HOP) Program complements and supplements the East Bay Paratransit service when it is unable to provide service.
Programs Include:
- Curb-to-Curb Transportation - Discounted Uber rides for participants who can enter and exit vehicles independently
- Companion Rides - Rides with trained drivers available to help with entering and exiting vehicles, getting to and from the vehicle, and handling mobility aids.
- Wheelchair Accessible Vehicle Transportation - Rides with motorized wheelchair lifts or ramps for powered wheelchairs and electric scooters
- Text-to-Book Self Service Transportation Reservations - Reserve and request rides directly by texting on a smart phone
- Means-Based Fare Program for Very Low-Income Residents - Zero cost rides on any available services for income-verified riders
- Mobility Management and Application Assistance - Help with understanding mobility options and applying for HOP and East Bay Paratransit
To qualify for the HOP you must:
- Be a resident of the City of Hayward, Castro Valley, San Lorenzo, Unincorporated San Leandro, Ashland or Cherryland
- Be at least seventy (70) years old, or
- Be at least eighteen (18) years old; and be unable to drive or use other public transportation (such as the bus or BART) independently due to a medical or disabling condition
To Enroll in the HOP you must:
Request and Complete a HOP Application:
- Call (510) 583-4230, ext. 1 to speak to a HOP Team Member and request an application, or
- Download and print the application at the link in the "Additional Information" section below, or
- Visit https://accessalameda.org/community/hayward/ and click "Submit Web Form" to complete an online application.
Mail a completed application to:
To Apply for Means-Based Fare Program:
To apply for the Means Based Faire program, please send a copy of your Social Security, MediCal, SSI, CalFresh, or General Assistance award letter to the addresses above with your name and phone number. Please call (510) 583-4230, ext. 1 for questions.
Already Enrolled in HOP?
FY 25-26 Service Partners:
- Onward Health Inc. - Rideshare, Companion, and Wheelchair-Accessible Rides
- Community Resources for Independent Living (CRIL) - Service Referral and Application Assistance
- Glad Tidings COGIC - Service Referral and Application Assistance
- SOS Meals on Wheels - Nutritious Meal Delivery for Seniors
Additional information:
- HOP Application English
- HOP Application Spanish
- HOP Application Chinese
- Means Based Fare Program Info Sheet May 2025
The Hayward Paratransit Program is funded by Alameda County Measure BB 1 Cent Sales Tax, which is administered by the Alameda County Transportation Commission (Alameda CTC).
Frequently Asked Questions
To enroll in the HOP program please call (510) 583-4230, ext. 1 or visit Access Alameda (https://accessalameda.org/community/hayward/).
Riders must be adults over 70 or with a certified disability, and reside in Hayward or the surrounding unincorporated areas of Alameda County.
Enrollment is processed by HOP program staff at the City of Hayward. Onward is not an enrollment partner for the HOP program.
HOP rides can be requested over the phone Monday through Thursday, 6am to 8pm; Friday 6am to 6pm; and Saturday and Sunday 8am to 6pm by calling (510) 583-4230, ext. 2.
The HOP team is available to answer program questions Monday through Friday, 8am to 4:30pm.
Text2Book is available for ride requests 24 hours a day, 7 days a week.
Onward’s age-friendly Text2Book trip scheduler allows HOP Riders to order, track, and manage trips via text message. There is no app to download, no password to save.
Text “Book” to 1 (510) 925-1700 to schedule rideshare, Companion Rides, or a Wheelchair Accessible Van.
Riders still have the ability to call to order transportation, but the fastest and most convenient way is using Text2Book.
Checking the status of your trip is easy with Text2Book. Once you’ve booked your trip, you’ll receive a confirmation text message with a link. This link will take you to the status of your trip. You can see who is picking you up, what type of vehicle they drive, their license plate number and more.
Onward is the City of Hayward's transportation partner for the HOP program. Onward is nurturing community health - one ride, one visit, and one connection at a time. Together, HOP and Onward are working to remove transportation barriers and ensure HOP riders can safely, comfortably, and reliably reach their destinations.
Onward introduces age-friendly services such as Text2Book, Companion Rides and coordinates the HOP program’s network of WAV providers. Learn more about Onward on their website.
Companion Rides are Onward’s assisted Door-Through-Door rideshare service. Companion Rides offer an extra level of support for HOP riders who need light physical assistance.
Onward’s drivers are called Companion Drivers. They are the driver and the Companion accompanying you along your journey. These FTA Compliant drivers are trained to provide additional support navigating stairs, curbs, and safely entering/exiting the vehicle. Companion Drivers are trained to support riders with foldable mobility devices such as walkers, canes and wheelchairs. They can not assist riders with powered scooters.
Companion Drivers undergo routine drug and alcohol screening, background and driving checks, and undergo various training such as identifying elder abuse, HIPPA training, Safe transfer procedures, and more. Learn more about Companion Drivers on Onward’s website.
The HOP Program is not an on-demand transportation service. Advanced booking is required for all trips. Please consider the following advanced booking times when you are scheduling future trips.
Advance Booking Time by Ride Type:
- Rideshare: 30 Minutes
- Companion: 2 Hours
- Wheelchair Van: 2 Hours
Onward’s driver request system takes into account your spoken language, mobility needs, your favorite drivers, and driver availability before matching you with a driver. The more time that you give the algorithm to work, the more likely you are to be matched with your preferred driver.
HOP recommends scheduling Companion Ride and WAV travel at least 24 hours before you need to travel. Rides scheduled less than 24 hours ahead can expect wait times of over 2 hours.
Rides through rideshare service (Uber) should be requested at least 30 minutes before you need to travel.
To save time, make sure to book your return ride if possible.
The City of Hayward helps pay for the cost of transportation for paratransit riders using Measure BB funds. Rates are calculated based on distance travels and are the same regardless for Rideshare, Companion, and Wheelchair-Accessible Vehicle Rides.
Rides over 31+ miles require prior-authorization from the HOP team and may only be for limited purposes, including medical appointments and travel to airports. Contact the HOP team at (510) 583-4230, ext. 1.
Ride pricing is one-way. For round trip, prices are doubled.
HOP Pricing:
- 1-10 Miles: $4
- 11-20 Miles: $6
- 21-30 Miles: $8
- 31-49 Miles: $10 With Authorization
No-shows will be charged $5.50 per occurrence.
The HOP Program does not accept cash fares, and a credit or debit card will be kept on file with your account. When you contact Onward for the first time, you may be required to provide a credit card over the phone. You will only need to do this the first time, or if your card details change.
If you need more help paying for your rides, contact the HOP team at (510) 583-4230, ext.1 and ask about the Means-Based Fare program. Means-Based Fare program participants must also provide a credit card, but this will only be used for no-show charges.
The maximum distance you can request for a one way trip is 30 miles.
Rides over 30 miles may be allowed for certain purposes, but you need to call the HOP team for authorization at (510) 583-4230.
No trip can exceed 49 miles. Please make alternate arrangements if traveling 50 miles or more.
There is no limit to the number of rides you can book.
Depending on the ride type, HOP Riders can take between 1 and 3 additional guests.
Free Guest Riders:
- Rideshare: Rider +3
- Companion Rides: Rider +3
- Wheelchair Van: Rider +1
A Wait and Return Trips are one stop trips where a Companion Driver waits for a rider while they pick up groceries, go to the pharmacy etc. then takes them to their destination.
Wait and Return trips may only have one stop and the total trip time may not exceed 1.5 hours.
This ride type is intended to support riders who do not own or can not use a cell phone navigate daily acts of living.
No, HOP Riders may only make 1 stop on a wait and return trip and the trip must be under 1.5 hours.
Yes, however, the eligible rider must be in the vehicle for the trip.
Hayward pays the overage and may require the rider to pay it back. If the provider/driver can accommodate, they can stay with the rider and get paid for the additional time. If they can’t accommodate, we’ll need to return the rider back home or see if another driver can complete the return trip.
If you would like to leave a voicemail, please press 1 and be sure to leave your name and phone number. We can’t call you back without that information! Voicemails are checked periodically.
If you would like a callback, please press 2, then make sure to listen through the entire message and confirm your callback number by pressing 1. Once you’ve done this, the next available team member will call you.
If you hang up and call back without leaving a voicemail or callback number, your position in line will be reset.
The call back system will automatically send your callback request to the next available Concierge agent as soon as they get off their current call. Usually this means requesting a callback (by pressing “2” while on hold, then confirming your number) is the fastest way to get a response.
Voicemails are checked periodically, so the team may be delayed in getting back to you. The voicemail system does not show your name and number, so be sure to give those in your message. You can press “1” to leave a voicemail while you are on hold. If you are on hold for 5 minutes, you will automatically be asked to leave a voicemail.
The Concierge team will return your calls from 1-800-700-4797. Caller ID may not say “Onward”.
Return calls from the Concierge will come from 1-800-700-4797, which some Caller ID’s show as “Path Loans”. This is an old business that used to have the same telephone number as Onward. We are working to fix this, but don’t worry, it’s OK to pick up!
Yes. Onward pairs you with a driver based on your profile and driver reviews from other riders, but if you liked a specific driver, you can add them to your Favorites. To add a Companion Driver to your Favorites, please call the Concierge team. Onward will then try to assign that driver to your future rides if they are available.
Onward offers three trip notification options: text message, email, or automated phone call. You can choose as many notification options as you like. To choose a notification option, please let your Concierge operator know next time you call in.
If you book a Companion Ride or Wheelchair Accessible Ride, you will get a notification from Onward. If you book a Rideshare Ride, you will also receive text message updates from Uber.
If you are receiving updates by text or email, your first notification will be a ride confirmation that includes a link to ride status where you can see your trip details.
If you schedule your trip ahead of time, you will get three notifications. The first will be confirmation of your reservation. You will then get reminders the day before and one hour before your trip.
Text message updates sent by Onward will come from the Text2Book phone number at 510-925-1700. Updates from Uber will come from different phone numbers.
This number only accepts text messages. If you call 510-925-1700, you will get a recording with an error message.
How do I cancel my trip?
If your plans have changed and you need to cancel, please call or use Text2Book to cancel at least 1 hour before your trip. To cancel by phone, call 510-583-4230 and press 2 to speak to the Concierge. If you used Text2Book, you can use the link sent to you from 510-925-1700. *Cancelations within 1 hour of ride start times are subject to fees*
Wheelchair Van and Companion Ride trips can be scheduled up to one year in advance. Rideshare trips may only be scheduled 30 days in advance.
- What is your height and weight?
- Will you be using your own wheelchair?
- Do you need help with oxygen?
- Do you need help with stairs? How many?
Yes. It’s best if you bring your own but be sure to let the Concierge know if you need the Wheelchair Accessible Van to provide oxygen.
