Reasonable Modification

Ride Connection and its service partners support equal access. With regard to its policies, practices, programs, services, and activities, Ride Connection strives to provide and maintain equal access by making reasonable modifications/accommodations when such modifications/accommodations are necessary to avoid discrimination on the basis of disability.


Requests for accommodations may be made by email, telephone, or mail. Any customer wishing to request a reasonable modification/accommodation may do so by calling Mike Mullins, Chief Quality Assurance & Compliance Officer, at 503-528-1743 or by emailing

Under some circumstances, requests for reasonable modifications/accommodations may be denied. Those circumstances are generally present when:

  • The request would fundamentally alter Ride Connection’s services, programs, or activities.

  • The request would create a direct threat to the health and safety of others.

  • The request would create an undue financial burden.

  • Or the modification/accommodation is not necessary for the requestor to fully use and/or participate in Ride Connection’s programs, services, and activities.

ADA Complaint Guidelines

Complaints alleging discrimination on the basis of disability will be designated as an ADA complaint.

ADA complaints are triaged using the following process:

  • ADA complaints are received, reviewed, and investigated by Ride Connection’s Chief Quality Assurance & Compliance Officer.

  • The Chief Quality Assurance & Compliance Officer will contact the appropriate program manager to gather all pertinent information related to the complaint.

  • Once the investigation has concluded, the Chief Quality Assurance & Compliance Officer will determine whether the complaint is substantiated and whether or not corrective actions can be taken to address concerns outline in the complaint. The complainant will be mailed/emailed a determination letter within 7 business days.

  • If the complainant does not agree with the Chief Quality Assurance & Compliance Officer’s decision, the complainant may appeal the decision within 30 days from the date of the determination letter. Appeals will be heard using an established appeals committee.