To apply for Palm Tran Connection paratransit service, complete the application form (including the section your healthcare provider must fill out and sign), then submit the packet by mail, through the online portal at connection.palmtran.org, or in person at 1200 S. Congress Ave., Palm Springs, FL 33406. Federal rules give Palm Tran up to 21 days to decide once your application is complete. Questions go to the Connection office at 561-649-9838 or toll-free 1-877-870-9849.
Who Qualifies
Paratransit eligibility is defined by federal transit regulations, not by Palm Tran’s own rules, so the same three categories apply to every ADA paratransit system in the country. You qualify if any one of them fits you:1eCFR. 49 CFR 37.123 – ADA Paratransit Eligibility: Standards
- You have a physical or mental impairment that prevents you from boarding, riding, or getting off a standard bus on your own, even one equipped with a wheelchair lift or ramp.
- You could use an accessible bus, but the route you need doesn’t have an accessible vehicle running when you need to travel.
- A specific condition related to your disability prevents you from traveling to or from a bus stop. General inconvenience or long distance alone doesn’t count; the barrier has to stem from your particular impairment.
Palm Tran sorts approved applicants into two groups. Temporary eligibility covers conditions expected to last fewer than six months, such as a broken leg or post-surgical recovery, and ends when the condition resolves. Permanent eligibility covers chronic or lasting conditions and stays active for three years before you recertify.2Palm Tran. How to Apply for Paratransit Service3Palm Tran. Applicant Eligibility Manual
Getting the Form
Download the application as a PDF from palmtran.org/connection. If you don’t have internet access, call 561-649-9838 (toll-free 1-877-870-9849) and ask for a paper copy in the mail.4Palm Tran. Paratransit (Connection)
What the Form Asks For
Every section needs to be complete before you submit. Blank or illegible fields are one of the fastest ways to stall the process, and an incomplete application doesn’t start the 21-day review clock.
Your Information
Section A covers your legal name (as it appears on your government-issued ID), date of birth, home address, and contact information. If you use a mobility device such as a wheelchair, walker, scooter, or cane, you’ll indicate that here or in the next section depending on your version of the form. Palm Tran uses this to determine which vehicle type to dispatch.
Your Disability and Functional Limitations
Section B asks about your disability and how it specifically affects your ability to use the regular bus. The review team isn’t looking for a medical history; they want to understand what you physically or cognitively cannot do on a fixed-route bus. A statement like “I cannot stand for more than two minutes at a bus stop due to chronic pain and balance issues” is more useful than a list of diagnoses. You’ll also provide emergency contact information here.
Healthcare Provider Verification
A separate section must be completed, signed, and stamped by a licensed healthcare provider: your doctor, psychiatrist, physical therapist, or similar professional. The provider does more than list your diagnosis. They verify your functional limitations and explain how those limitations prevent you from using the regular bus system. This is where applications most often get held up. If the provider writes only a diagnosis without describing functional impact, Palm Tran may request clarification, which adds weeks.
You also sign a release-of-information section allowing Palm Tran to contact your provider directly to verify anything. Submitting the form without the provider’s completed section or without your signed release results in automatic rejection.
How to Submit
Once every section is complete and all signatures are in place, choose one of three ways to send it in:4Palm Tran. Paratransit (Connection)
- By mail to Palm Tran Connection, 1200 S. Congress Ave., Palm Springs, FL 33406.
- Online through the portal at connection.palmtran.org.
- In person at the Connection office during customer service hours (Monday through Friday, 6:00 a.m. to 6:00 p.m., or Saturday, 8:00 a.m. to 5:00 p.m.).
Whichever method you pick, call the office a few days later to confirm they received your packet. Lost paperwork resets the clock.
What Happens After You Submit
Palm Tran reviews your application and may contact your healthcare provider for clarification. Some applicants are also asked to attend an in-person functional assessment, where staff evaluate your ability to use the regular bus. Palm Tran provides a free ride to and from that appointment, so getting there isn’t a barrier.
Federal regulations require an eligibility determination within 21 days of receiving your complete application. If Palm Tran misses that deadline, you’re automatically granted presumptive eligibility, meaning you can use the service while they finish processing.5eCFR. 49 CFR Part 37 Subpart F – Paratransit as a Complement to Fixed Route Service The word “complete” matters. The 21-day clock doesn’t start until every required section is filled in and signed. An incomplete application that gets sent back doesn’t trigger the timeline.
Once a decision is made, Palm Tran mails you a formal notification letter with your eligibility status.
If You’re Denied
You have 60 days from the date of the denial letter to file a written appeal. Include any additional documentation that supports your case: a more detailed letter from your healthcare provider, updated test results, or a clearer explanation of your functional limitations. Send the appeal to the Palm Tran Connection Operations Manager at the address listed in your denial letter.3Palm Tran. Applicant Eligibility Manual
Palm Tran must respond in writing within 14 days of receiving your appeal. Miss the 60-day window and your case closes; you’d need to submit an entirely new application. If you disagree with the appeal outcome, you can escalate by filing a complaint with the FTA Office of Civil Rights in Washington, D.C.
Visiting From Out of County
If you already have ADA paratransit eligibility where you live and you’re only visiting Palm Beach County, you don’t need to go through this full application. You can use Palm Tran Connection for up to 21 days within any 365-day period by presenting documentation from your home transit agency. If you don’t have that paperwork, Palm Tran may ask for proof of your residence and your disability if it isn’t apparent. Past 21 days, you’d apply as a resident through the standard process.6Federal Transit Administration. If an Individual Is Eligible for ADA Paratransit in Their Place of Residence, Does the Individual Have the Right to Use Paratransit in Another City