Hele-On is a federally funded public transportation agency and is required to make reasonable modifications to its policies, practices, and procedures necessary to avoid discrimination on the basis of disability. There are four situations in which a request for modification may be denied:

1. Where granting the request would fundamentally alter Hele-On’s services, programs, or activities;
2. Where granting the request would create a direct threat to the health or safety of others;
3. Where without the requested modification, the individual with a disability is able to fully use Hele-On’s services, programs, or activities for their intended purpose; and
4. Where granting the request would cause an undue financial or administrative burden.

Requests to accommodate a medical condition may require supporting documentation from a medical professional.

If you need an immediate modification when you are riding our bus, such as eating a snack for medical purposes, help with depositing your fare, or a minor adjustment to where the bus stops, please ask our driver for assistance. Our drivers are empowered to assist with these requests.

If you need a permanent or more complex modification which is disability based, for you or a person you represent, please request the modification in advance, especially if the basis for the request involves a permanent, long-term condition or there is a barrier to accessing and using the transportation service. You must be as specific as possible and explain why you need the modification to access our transportation service.

Submit a Request for Reasonable Modification

You may submit an online request with the subject line "Reasonable Modification." Please identify the policy, practice, or procedure that is preventing you from using Hele-On’s services and clearly describe the modification you are requesting and why it is necessary.

You may also download the Request for Reasonable Modification form and procedures. After completing the form, you may submit it in one of the following ways.

• Email it to heleonbus@hawaiicounty.gov
• Fax it to (808) 961-8745
• Mail it to County of Hawaiʻi Mass Transit Agency, 25 Aupuni Street, Hilo, HI 96720
• Bring it to the Moʻoheau Bus Terminal Transit Information Center located at 329 Kamehameha Avenue, Hilo, HI 96720 between the hours of 8:00 a.m. and 4:00 p.m., Monday through Friday, excluding County of Hawaiʻi holidays.

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