What to Expect

Preparing for Your Handi-Lift Ride

Whether you're riding with us for the first time or arranging transportation for someone else, knowing what to expect helps the trip go smoothly. Our dispatch team is available to answer questions and discuss transportation needs before your ride.

Dispatch: (715) 822-5077 • Office Hours: Monday – Friday, 6:30 AM – 5:00 PM

Pickup Reminders

We use automated calls or text messages to communicate pickup information. A reminder is generally sent at 4:00 PM the day before transportation, and an additional notification is sent when your driver is on the way.

Please keep your contact number current and review the pickup information carefully. If anything appears incorrect or you have questions, contact dispatch.

Be Ready for Pickup

Please be ready at your confirmed pickup time. Your pickup time may be earlier than your appointment time to allow for travel, boarding, and arrival at the facility.

Before the driver arrives:

• Gather your appointment paperwork and necessary personal belongings.
• Have your mobility equipment ready.
• Arrange any required assistance from a caregiver or facility staff.
• Have payment ready if you are paying at pickup.

If you are delayed or no longer need the ride, call dispatch as soon as possible.

Inclement Weather & Safe Access

During snowy or icy weather, passengers, caregivers, and facilities are responsible for preparing a safe, accessible path before the scheduled pickup.

• Driveways must be plowed with enough clearance for our van to enter, maneuver, and exit safely. Drivers will not enter driveways that have not been adequately cleared or where conditions could cause the vehicle to become stuck.
• Ramps, sidewalks, and walkways must be shoveled wide enough for a wheelchair and driver to pass safely. Ice must be treated with salt, sand, or another suitable traction material.
• Drivers will not push wheelchairs through snow or across unsafe, icy surfaces. Drivers do not shovel, remove ice, or manually lift passengers or wheelchairs over obstacles.

These requirements apply at both pickup and drop-off locations. Please arrange snow and ice removal in advance and call dispatch at (715) 822-5077 if safe access cannot be provided.

If access is unsafe when the driver arrives, the driver will contact dispatch to determine whether a safe alternative is available. Transportation may be delayed or canceled if safe access cannot be arranged.

Severe weather and hazardous road conditions may also cause transportation delays or cancellations. Please contact dispatch with questions about your scheduled ride.

Boarding & Passenger Safety

Your driver will assist with boarding and allow time for passenger restraints and wheelchair securement.

Passengers riding in wheelchairs must have their wheelchair properly secured and wear the provided lap-and-shoulder belt. Other passengers must also wear the appropriate vehicle safety belt.

Please allow the driver to complete these safety checks before departure.

Assistance Our Drivers Provide

Drivers can assist with opening doors, ramp access, loading and unloading mobility equipment, and escorting passengers to the appointment check-in area when needed.

Drivers do not provide medical care, medical monitoring, manual lifting, or physical transfers between beds, chairs, and wheelchairs.

If physical transfer assistance is needed, it must be arranged with a caregiver or facility staff at the pickup and destination locations. Discuss these needs with dispatch before your trip.

During Your Ride

We want your ride to be comfortable and respectful. Let your driver know if you prefer conversation or quiet time, or if the temperature needs adjusting.

Our drivers complete defensive driving and passenger-assistance training. Please remain properly seated and secured while the vehicle is moving.

If you have a concern during the trip, tell your driver or contact dispatch.

At Your Destination

Your driver will verify the destination and assist you out of the vehicle. When needed, the driver can escort you to the registration or check-in area.

Please make sure any required caregiver or facility assistance is available upon arrival.

Your Return Ride

Return transportation must be arranged with dispatch. When booking, provide a time you expect to be ready.

If your appointment runs late, finishes early, or your return needs change, call dispatch promptly at (715) 822-5077. Our team will coordinate an updated pickup based on driver availability and existing routes.

Drivers may serve other passengers while you attend your appointment. Immediate pickup when your appointment ends cannot be guaranteed.

Payment

For private-pay transportation, payment is required before pickup or at pickup, before transportation begins. We accept credit cards, checks, and cash.

Facility-arranged and broker-authorized transportation is handled according to the applicable agreement or program requirements. Contact dispatch before your trip if you have questions about payment.

Cancellations & No-Shows

Please call dispatch as soon as you know transportation is no longer needed.

A $40 fee applies to cancellations made 2 hours or less before the scheduled pickup time, cancellations at pickup, and no-shows. Cancellations made more than 2 hours before pickup are not subject to this fee.

For facility-arranged or broker-authorized transportation, charges and billing responsibility are governed by the applicable agreement or program rules.

Questions or Changes?

Contact dispatch for scheduling questions, appointment changes, delays, or concerns about your ride.

Phone: (715) 822-5077
Email: [email protected]
Office Hours: Monday – Friday, 6:30 AM – 5:00 PM

For same-day changes or time-sensitive concerns during office hours, please call rather than email.

* Handi-Lift provides non-emergency transportation. If you are experiencing a medical emergency, call 911.