Frequently Asked Questions
We try to anticipate questions you might have about our services and provide the answers here. If you need additional information send e-mail to info@transportation4heroes.org.
Q: Who is eligible for the Transportation 4 Heroes program?
A: Veterans and their immediate family members are eligible for enrollment in the transportation program. You must be able to provide proof of your veteran status.
Q: How does the Transportation 4 Heroes program work?

A: Transportation 4 Heroes utilizes donations and grants to provide transportation to and from medical appointments for veterans. Enrolled veterans may receive transportation for free or at a reduced cost as long as funds are available. You must apply for enrollment into the program by completing the enrollment application. Submit the application and proof of veteran status via e-mail or fax. Once you receive confirmation of your enrollment into the program, you are then ready to requests a ride to your medical appointment.

Q: How can I enroll in the program?

A: Complete the application for new enrollees and e-mail it to enrollment@transportation4heroes.org or fax to (210) 417-4118. You will receive confirmation when your application has been received and again when it has been processed.
Q: I have an upcoming appointment and need to request transportation. How far in advance should I submit my request? 

A: We currently require that requests for transportation be submitted at least 7 business days prior to your appointment date. We currently do not offer transportation on an immediate basis, but we are working out the details to be able to provide services to you within an hour or so (to assist with those short notice appointments) and will post a message here when this service is added to our program.
Q: Who completes the application?

A: The application should be completed by social workers, counselors, nurses, or any other medical professional. If a Veteran does not have a medical provider to assist with the completion of the application, he or she can call our toll free number 877-595-3801 and a staff member will assist with completing the application with the Veteran.
Q: Where is the application sent once it is completed?

A: All applications are faxed to 210-417-4118 for processing. Don’t forget to include the referring individual's name, contact number, and e-mail address in the “referred by” block in case someone needs to contact the referring individual regarding the application being submitted. That individual will receive a response back indicating the application was received and is being processed.
Q: Who is eligible to receive transportation services?

A: All Veterans, spouses of Veterans, caregiver (family), child of Veteran, an unmarried widow/widower, and caregiver (non-family).
Q: I fall into the categories listed above, can I be assisted with a ride without the presence of the Veteran?

A: Yes, transportation is provided to all Veterans, spouses of Veterans, caregiver (family), children of Veterans, and unmarried widow/widower. If you belong to one of these groups, you do not necessarily have to be with the Veteran to request a ride. **NOTE**: Transportation for non-family caregivers are provided on a case-by-case basis.
Q: Why do you need to know my gender, race, and ethnicity?
A: This information is utilized only for demographics to identify additional needs or services.

Q: Can active duty service members who have no command or family/friend support (due to coming to San Antonio for medical treatment), but not stationed here also use this service?
A: Active duty service members should have support from the local command, but if a service member does not have support. Transportation can be provided to the active duty service member.

Q: Can transportation be used to go anywhere?
A: Transportation to and from medical appointments are the priority, but referrals to other co-ops can be made for additional transportation to various places.

Q: Will there be after hours, weekend, and holiday services?
A: Yes, if there are after hours, weekend, and holiday service needed, we will try to accommodate that need, if possible.

Q: How often can I receive a ride?
A: Multiple rides for medical appointments are possible, dependent upon the agency's funding.

Q: How is eligibility determined?
A: All applications coming from the VA have already been identified as Veterans through eligibility and enrollment. If the person needing the ride is other than the Veteran (one of the six listed categories above) proof of their relationship to the Veteran will be needed. Proof can be as simple as looking at the Veteran’s demographics and locating the emergency contact or next of kin, Veteran’s DD214, dependent ID card, copy of a marriage certificate, or any other forms of ID that could verify the relationship to the Veteran, if possible. If the relationship cannot be identified, the individual may receive one ride until verification can be determined.

Q: Is there an income requirement or limit?
A: There are no income requirements or limitations. Transportation services are provided to all who meet the criteria listed above.

Q: How many days does it take to process an application?
A: Transportation requests are processed daily. If you are needing transportation within less than 24 hours. We are unable to assist with these types of requests currently, but we are working quickly to offer emergency, immediate, and same day rides. Please check back on this page for an update on this issue.

Q: Are there designated pick-up and drop-off locations or will the transportation be provided directly to/from the Veterans home address?
A: All transportation is coordinated using public transportation (buses, taxis, various shuttles, and co-ops/drivers, but most are to/from the address (curb-to-curb) provided to us upon intake. We will also try to identify riders who do require “Door-through-Door” service needs as well. Door-through-Door service includes a client being assisted from inside the home all the way to the inside of clinic’s door or wherever their destination may be, then Door-through-Door services upon the return to the Veteran's home. These types of requests are coordinated through Mobility Specialist who will assist the client. The door-through-door service is what most of our co-ops/drivers provide normally. Alamo Regional Transit (ART) is the only provider in the Kerrville area at this time.

Q: What is ART?
A: ART is a service of the Alamo Area Council of Governments which provides rural public transportation bus service to all residents in the Alamo Region who live in the following counties: Atascosa, Bandera, Comal, Frio, Gillespie, Guadalupe, Karnes, Kendall, Kerr, Medina, and Wilson. ART hours are from 8:00 a.m. – 6:00 p.m. daily, Monday – Friday, not including federal holidays. ART is currently available. Clients traveling to appointments within the same county the cost will be as low as $2.00 (if the client has to pay their own way). More information can be found at http://www.aacog.com/index.aspx?nid=67 .

Q: What are the hours of service?  Example: Will the transportation run from 6 a.m. to 6 p.m.?  If a Veteran gets a ride to Kerrville Campus, what is the latest they can stay in Kerrville to be transported back home or to the location where they were picked up?
A: Hours for the Mobility Specialist is from 8:00 a.m. – 5:00 p.m. daily. Transportation is provided based on the driver’s schedule along with the clients appointments. NOTE: Once this program is fully operational, there may be an opportunity to provide transportation with even later hours to include weekend/holidays, if a situation arises, BUT, the coordination for such assistance MUST be coordinated during the normal work week and hours that the Mobility Specialist works. Services for later hours, weekends/holidays will be more of an exception, since the program is not ordinarily staffed during such hours/days. Also, for locations outside of Bexar county, (if there is enough space on the ART), the Mobility Specialist may be able to coordinate a semi-permanent, standing schedule for clients. Example: If Kerrville has about ten clients, (who reside about 20 miles apart), traveling to the VA on Tuesdays & Thursdays and their appointments are all on these two days, then ART can justify setting up a van specifically for this group to meet the clients’ needs. The only foreseen problem about this idea is no-shows…as ART functions ONLY on reimbursement based on the number of riders. This is something the Mobility Specialist is willing to work on if anyone is interested.

Q: Where does the appointment date and time on the application go?
A: Place the Veteran’s date and desired pickup time in the box labeled “Brief Statement of Need.” If you’ve submitted an application without the date and time, please contact Mrs. Lake at 210-910-6527 and provide this information.

Q: Are there any volunteer opportunities or employment?
A: Yes, there is. If you are someone that you know is looking to volunteer and/or employment e-mail Veteran Specialist, MSG (ret.) Bobby Ehrig at BEhrig@aacog.com for the details.25.  Do I need to complete a new application every time I need a ride? No, an updated application is needed only if your address, phone number, or other demographics changes.

 

 

1.      Who is eligible for the Transportation 4 Heroes program?

Veterans and their immediate family members are eligible for enrollment in the transportation program. You must be able to provide proof of your veteran status.

2.      How does the Transportation 4 Heroes program work?

Transportation 4 Heroes utilize grants and donations to provide transportation to and from medical appointments for veterans. Enrolled veterans may receive transportation for free or at a reduced cost as long as funds are available. You must apply for enrollment into the program by completing the enrollment application. Submit the application and proof of veteran status via e-mail or fax. Once you receive confirmation of your enrollment into the program, you must request transportation at least 7 business days prior to your medical appointment.

3.      How can I enroll in the program?

Complete the application for new enrollees and e-mail to enrollment@transportation4heroes.org or fax to (210) 417-4118. You will receive confirmation when your application has been received and again when it has been processed.

4.     I have an upcoming appointment and need to request transportation. How far in advance                should I submit my request?  

We currently require that requests for transportation be submitted at least 7 business days prior to your appointment date.

5.      Who completes the application?

The application should be completed by social workers, counselors, nurses, or any other medical professional. If a Veteran needs assistance with the application, he or she can call our toll free number 877-595-3801 and a staff member will assist.

6.      Where is the application sent once it is completed?

All applications are faxed to 210-417-4118 for processing. Don’t forget to include the referring individual's name, contact number, and e-mail address in the “referred by” block in case someone needs to contact the referring individual regarding the application being submitted. That individual will receive a response back indicating the application was received and is being processed.

7.      Who is eligible to receive transportation services?

All Veterans, spouses of Veterans, caregiver (family), child of Veteran, an unmarried widow/widower, and caregiver (non-family).

8.      I fall into one of the six listed categories above can I be assisted with a ride without the presence of the Veteran?

Yes, transportation is provided to all Veterans, spouses of Veterans, caregiver (family), children of Veterans, an unmarried widow/widower, and caregivers (non-family). If you belong to one of these groups, you do not necessarily have to be with the Veteran to request a ride.

9.      Why do you need to know my gender, race, and ethnicity?

This information is only utilized for demographics to identify additional needs or services.

10.  Can active duty service members who have no command or family/friend support (due to coming to San Antonio for medical treatment), but not stationed here also use this service?

Active duty service members should have support from the local command, but if a service member doesn’t have support. Rides can be provided to the active duty service member.

11.  Can rides be used to go anywhere?

Rides to and from medical appointments are the priority, but referrals to other co-ops can be made for additional transportation to various places.

12.  Will there be after hours, weekend, and holiday services?

Yes, if there are after hours, weekend, and holiday service needed, we will try to accommodate that need, if possible.

13.  How often can I receive a ride?

Multiple rides for medical appointments are possible, dependent upon the agency's funding.

14.  How is eligibility determined?

All applications coming from the VA have already been identified as Veterans through eligibility and enrollment. If the person needing the ride is other than the Veteran (one of the six listed categories above) proof of their relationship to the Veteran will be needed. Proof can be as simple as looking at the Veteran’s demographics and locating the emergency contact or next of kin, Veteran’s DD214, dependent ID card, copy of a marriage certificate, or any other forms of ID that could verify the relationship to the Veteran, if possible. If the relationship cannot be identified, the individual may receive one ride until verification can be determined.

15.  Why do I need to provide an estimated household income?

Household income that is needed to qualify for the ride. There is an income criteria, BUT exceptions will be made on a case-by-case basis and will need to be justified in the block “Brief Statement of Need.” Incomplete applications (which includes missing income) will not be processed.

16.  How many days does it take to process an application?

Transportation requests require seven to ten business days to complete to allow the co-ops to coordinate these new rides along with their current clientele. We are working to offer emergency, immediate, and same day rides.

17.  Are there designated pickup and drop-off locations or will the transportation be provided directly to/from the Veterans home address?

All transportation is coordinated using public transportation (buses, taxis, various shuttles, and co-ops/drivers, but most are to/from the address (curb-to-curb) provided to us upon intake. We will also try to identify riders who do require “Door-through-Door” service needs as well. Door-through-Door service includes a client being assisted from inside the home all the way to the inside of clinic’s door or wherever their destination may be, then Door-through-Door services upon the return to the Veteran's home. These types of requests are coordinated through Mobility Specialist who will assist the client. The door-through-door service is what most of our co-ops/drivers provide normally. Alamo Regional Transit (ART) is the only provider in the Kerrville area at this time.

18.  What is ART?

ART is a service of the Alamo Area Council of Governments which provides rural public transportation bus service to all residents in the Alamo Region who live in the following counties: Atascosa, Bandera, Comal, Frio, Gillespie, Guadalupe, Karnes, Kendall, Kerr, Medina, and Wilson. ART hours are from 8:00 a.m. – 6:00 p.m. daily, Monday – Friday, not including federal holidays. ART is currently available. Clients traveling to appointments within the same county the cost will be as low as $2.00 (if the client has to pay their own way). More information can be found at http://www.aacog.com/index.aspx?nid=67 .

19.  What are the hours of service?  Example: Will the transportation run from 6 a.m. to 6 p.m.?  If a Veteran gets a ride to Kerrville Campus, what is the latest they can stay in Kerrville to be transported back home or to the location where they were picked up?

Hours for the Mobility Specialist is from 8:00 a.m. – 5:00 p.m. daily. Transportation is provided based on the driver’s schedule along with the clients appointments. NOTE: Once this program is fully operational, there may be an opportunity to provide transportation with even later hours to include weekend/holidays, if a situation arises, BUT, the coordination for such assistance MUST be coordinated during the normal work week and hours that the Mobility Specialist works. Services for later hours, weekends/holidays will be more of an exception, since the program is not ordinarily staffed during such hours/days. Also, for locations outside of Bexar county, (if there is enough space on the ART), the Mobility Specialist may be able to coordinate a semi-permanent, standing schedule for clients. Example: If Kerrville has about ten clients, (who reside about 20 miles apart), traveling to the VA on Tuesdays & Thursdays and their appointments are all on these two days, then ART can justify setting up a van specifically for this group to meet the clients’ needs. The only foreseen problem about this idea is no-shows…as ART functions ONLY on reimbursement based on the number of riders. This is something the Mobility Specialist is willing to work on if anyone is interested.              

20.  Where does the appointment date and time on the application go?

The application is undergoing a makeover which will include space to list the appointment date and time. Until the updated application comes out, please place the Veteran’s date and appointment time in the box labeled “Brief Statement of Need.” If you’ve submitted an application without the date and time, please contact Mrs. Lake at 210-910-6527 and provide this information.

21.  Are there any volunteer opportunities or employment?

Yes, there is. If you are someone that you know is looking to volunteer and/or employment e-mail Veteran Specialist, MSG (ret.) Bobby Ehrig at BEhrig@aacog.com for the details.25.  Do I need to complete a new application every time I need a ride? No, an updated application is needed only if your address, phone number, or other demographics changes.