Paratransit service is available within corridors whose boundaries extend up to one (1) mile beyond Routes 40, 101, 102, 103, 104, 201, 202, 203, 204, 401 and 402 fixed bus routes.

Enter an address on our Google Maps paratransit service area map to determine if it is in one of our coverage areas.

The Paratransit Reservation Line is 808-640-1020, and is available island-wide every day from 7:45 am to 4:30 pm. Reservations may also be made by leaving a message with the answering service after hours. or by email to Hele-on.reservations@mtm-inc.net.  Reservations for next day service must be received by 4:30 pm.

Hours of Operation for Transportation

Hilo
1 Mile of Routes 101, 102, 103, 104
Monday - Saturday: 6:00 am - 8:00 pm
Sundays: 9:15 am - 6:00 pm

Kona
Kailua-Kona - 1 Mile of Routes 201, 202, 203, 204
Daily: 6:00 am - 9:00 pm

Puna
1 Mile of Routes 40, 401, 402
Monday - Friday: 5:30 am - 10:05 pm
Saturday & Sunday: 6:30 am - 9:15 pm

Hele-On offers flex route service on the below listed routes for everyone! This flexible type services combine ADA paratransit and general public transit into one service providing additional mobility along the Hamakua Coast, between Volcano and Ocean View, in the Waimea and Fern Acres/Fern Forest/Eden Roc and Keaʻau areas if you cannot get to the bus route.

The bus can flex up to 1 mile off route and you are required to make a reservation at least one hour in advance.

To schedule a flex trip, call (808) 961-8744, option 1. TDD/TTY: 711 through the Relay Service. The fare for flex service is free for all passengers.

Route 301 - Waimea Flex Service Hours
Monday - Friday: 6:30 a.m. - 5:30 p.m.
Saturday & Sunday: 9:30 a.m. - 5:30 p.m.

Route 403 - Fern Acres Flex Service Hours
Monday - Saturday: 9:00 a.m. - 6:45 p.m.

Route 60 - Hilo-Honokaʻa-Waimea Flex Service Hours
Monday - Saturday: Variable hours, please see schedule.

Route 75 - North Kohala - Waimea - Kailua-Kona
Daily - 6:45 a.m. - 7:10 a.m. & 4:50 p.m. - 5:45 p.m.

Route 12 - Volcano to Ocean View Flex Service Hours
Daily: Variable hours, please see schedule.

Eligibility for Hele-On Kakoʻo paratransit service is directly related to the functional ability of individuals with disabilities to use the existing fixed route service. Eligibility is not based on a diagnosis or type of disability, age, income, or whether or not individuals can drive or have access to private automobile transportation.

If you are a Senior Citizen 60 years old and above, and feel you do not meet the three (3) circumstances below, please contact Coordinated Services for the Elderly at (808) 961-8777.

The regulations describe three specific circumstances under which a person may be considered ADA paratransit eligible:

1. An individual who, as the result of a physical or mental impairment (including a vision impairment), without the assistance of another person (except the operator of a wheelchair lift or other boarding assistance device), is unable to board, ride or disembark from an accessible bus, or is unable to independently navigate the system (e.g., inability to recognize & board the correct bus, inability to have the correct fare available or is unable to use the fare collection system, cannot recognize destination(s) or lacks cognizant ability to successfully reach destination if transfers need to be made).
2. Any individual who could use the fixed route service, but cannot because the fixed route he/she wants to ride is not wheelchair lift equipped or the bus stop is not accessible due to physical characteristics of the stop. Please note that all of our fixed-route buses are equipped with wheelchair lifts.
3. A person whose disability interacts with the environment in such a way as it prevents travel to or from a bus stop (e.g. individuals with cardiac conditions can walk several blocks to bus stops, but doing so in very hot weather may put them at unreasonable risk). This category also includes architectural barriers and environmental conditions that prevent travel to or from a bus stop (e.g. complex intersections or busy streets certain individuals with disabilities may not be able to cross, or lack of curb ramps or alternative accessible pathways that would make individuals who use mobility devices travel in the street, while others are able to use the sidewalk). Distance to or from the bus stop alone does not qualify someone as being eligible. Lack of fixed route service or inconvenient bus schedules is also not a basis for eligibility.

How to Apply for Paratransit Services:

Step 1.
Complete the online application for Hele-On Kako’o Paratransit Services.  If you need help with completing your application, go to Step 2.

Step 2.
Contact the Hele-On Kako’o Paratransit Eligibility Center at 808-204-6467 to schedule your in-person eligibility assessment.

Step 3.
Attend your in-person paratransit eligibility assessment and be sure to bring your picture identification card.  The Eligibility and Training Specialist may ask for a written verification of your disability from a Physician (Physician Verification Form) if you or we cannot determine your disability/eligibility.  Applicants may also be eligible for Travel Training.  Travel Training provides assistance to people learning how to ride public transportation buses.  Through our Travel Training program, you’ll learn to:

     • Travel independently
     • Get to and from a bus stop
     • Gain a better understanding of the public transportation system
     • Maneuver your mobility aids on the public transit system

Eligibility Case Review

The results of your assessment will be reviewed by Mass Transit to determine if you are eligible for paratransit services. 

The entire application and eligibility process normally takes about a week. Applicants will be notified in writing as to their eligibility status. You have the right to service if an eligibility decision takes longer than 21 days to determine.

Right to Appeal

Persons who are determined to be ineligible for Hele-On Kakoʻo paratransit service have the right to appeal the decision. A written request to appeal must be filed along with a copy of the determination letter, within 60 days of receipt of the ineligible determination letter, to the County of Hawaiʻi Mass Transit Administrator at 25 Aupuni Street, Hilo, HI 96720 or email heleonbus@hawaiicounty.gov.

Once you receive your Hele-On Kakoʻo paratransit identification card, you may call the reservation line to book your future trip.

Reservation Call Center (808) 640-1020
TDD/TTY: 711 through the Relay Service

Seven days a week between 7:45 AM and 4:30 PM. Reservations may be made by leaving a message with the answering service after hours.

Service is public transportation. It is a shared vehicle ride and is available by advance reservations only. Reservations must be made a minimum one day in advance for next-day service.

If you need transportation to several destinations in one day, you must make separate reservation requests for each pickup and drop off location. You may reserve multiple trips during the same reservation call. A one-hour window between trips is required. Please note that you may not make any changes to your reservation once your vehicle has arrived at the origin (pick up) point.

Pickup times may be negotiated up to one hour before and after the requested departure time. If you need to cancel a reservation, please call the Reservation Line at least two hours prior to your scheduled pickup as to avoid unnecessary transportation costs. Please do not wait for the driver to show up to inform them that you need to cancel the ride. Individuals who have a pattern of "no shows" (not canceling rides before pickup) may be subject to suspension of services.

There is a 30 minute pick up window - 15 minutes before scheduled pick up time and 15 minutes after scheduled pick up time.  Riders must be ready during this period. Please call the Reservation Call Center if the driver has not arrived after 30 minutes.

Drivers will depart after waiting at least 5 minutes after arrival during the 30 minute pick up window if the rider does not appear.

What does it cost to ride?

If I already have paratransit eligibility in another city, can I travel on Hele-On Kakoʻo as a visitor?
Yes. If you are currently eligible for paratransit service in another jurisdiction, you may use the Hele-On Kakoʻo paratransit service for up to 21 days during a 365-day period. If you require service beyond that time you will need to go through the normal application and eligibility process.

Am I able to board or disembark using the ramp if I don't use a mobility device?
Yes. Walk-on riders who have difficulty stepping onto the vehicle may use the ramp.

Does the paratransit vehicle accommodate wheelchairs and scooters?
Yes. Dimensions for these mobility devices should not exceed 53 inches in length and 33 inches in width, with a maximum weight of 600 pounds when occupied. Although not required, riders using scooters are recommended to relocate to a regular seat in the vehicle due to operational and safety considerations.