Richmond, VA

Main Street Station

Welcome to Main Street Station!

Last Updated: 2017-10-27

Originally opened in 1901, Main Street Station has always been one of Downtown Richmond, Virginia's most visible landmarks. Once a bustling transportation hub, the station was closed in 1975 due to a decline in passenger rail service. The historic reopening of Main Street Station in 2003 marked the culmination of years of renovation to this landmark building, and the return of passenger train service to downtown Richmond.

In the years to come, future upgrades to the station will integrate bus, trolley, airport shuttle, taxi and limousine services. As Main Street Station is further transformed into a significant multi-modal transportation center, it is once again ready to serve as a gateway to the City of Richmond and the metropolitan region. Main Street Station will showcase Richmond as a vibrant destination city.

Broad Street Rapid Transit Study

A rapid transit study was completed examining ways to improve travel along a seven-mile stretch of Broad Street from Willow Lawn to Rocketts Landing. Rapid transit improvements reviewed included Bus Rapid Transit (BRT). BRT uses a combination of new routes, stations, and roadway improvements to provide a faster, more efficient transit service. To learn more about the BRT study, click above, or the Pulse Corridor Plan implementation, click below.

Pulse Corridor Plan Implementation

To learn more about the Department of Railroad and Public Transportation (DRPT) or the Greater Richmond Transit Company (GRTC), please follow the links below.

• DRPT - http://www.drpt.virginia.gov/
• GRTC - http://www.ridegrtc.com/

Filing ADA Complaints: Americans with Disabilities Act ("ADA") Compliance

Main Street Station's ADA Coordinator:

Sherri Tinsley
(804)646-5633 Reception
(804)646-6361 Direct Line
Sherri.Tinsley@RichmondGov.com

• ADA Complaint Form PDF
• ADA Complaint Procedure and Instructions for filing an ADA Complaint PDF
• ADA Reasonable Accommodations Request Form
• Federal Transit Administration (FTA) ADA Circular

ADA Complaints

Any person who believes himself/herself or any specific class of individuals to be harmed by failure to comply with the Federal Transit Administration (FTA) ADA Circular may, personally or through a representative, file a written complaint with the Main Street Station ADA Coordinator. A Complaint must be filed not later than 180 days from the date of the alleged discrimination, unless the time for filing is extended by the ADA Coordinator for the Main Street Station.

Designation of Responsible Employee

The Main Street Station Property and Facilities Manager is the designated ADA Coordinator for the Main Street Station. The Station's ADA Coordinator is a City of Richmond employee with an office located on site at the Main Street Station. The current Main Street Station Property and Facilities Manager and ADA Coordinator is Sherri Tinsley.

Advertising the Process for filing ADA Complaint and record keeping

The ADA Complaint Process is advertised on the Main Street Station website. The ADA Complaint process and ADA Complaint Forms are also available on site at the Main Street Station multimodal transportation center, first floor "Information" security counter which is manned during the hours the station is open. This Information security counter is located just inside of the Main Street entrance, 1500 E. Main Street Richmond Virginia, 23219.

The complaints are directed to the Main Street Station's ADA Coordinator, Sherri Tinsley.

The Main Street Station ADA Coordinator will be responsible for maintaining the ADA Complaint log. ADA complaints will be logged in the ADA Complaint Section of the Operation and Maintenance Manual and the records will be maintained for five years minimum. In addition, all requests for the ADA Complaint process that are made in person on site, will be logged by the on-site security team. These logs will also be maintained for five years minimum in the ADA Complaint Section of the Operation and Maintenance Manual.

All ADA complaints received will be reviewed and discussed weekly during the Main Street Station Operation and Facilities Meeting on site at the Station. These meetings are attended by the Main Street Station ADA Coordinator, the hired operator for the Main Street Station, currently the RMTA, and the Project Manager for the design and construction of the Main Street Station, Jeannie Welliver.

NOTE: While there are many potential areas of noncompliance, some of the more common types of ADA complaints include:

• Personnel refusing to allow a rider’s service animal in a station or on a vehicle
• Accessibility assistance complaints or staff not trained on equipment
• Comfort while waiting to board AMTRAK at the Main Street Station

Investigations into ADA Complaints

The Main Street Station ADA Coordinator makes a prompt investigation whenever a compliance review, report, complaint, or any other information indicates a possible failure to FTA C 4710.1 Chapter 12. The investigation includes, where appropriate, a review of the pertinent practices and policies at the Main Street Station, and the circumstances under which the possible noncompliance occurred. To properly investigate complaints, the following information is typically requested:

• Contact information (name, rider ID (if applicable), address, telephone, email, etc.)
• Mobility aid used (if any)
• Date, time, and location of the incident
• Name(s) or ID numbers of agency employee(s) or others
• Description of what transpired
• Other documentation such as photographs

Complaint Review and Informal or Written Response

All complaints will be reviewed within 30 days.

All complaints received will be discussed in depth at the Main Street Station Weekly Facilities and Operations Meetings. These meetings are attended by the Main Street Station ADA Coordinator, the hired operator for the Main Street Station, the RMTA, and the Project Manager for the design and construction of the Main Street Station. If appropriate, the City's Law Department will be consulted as the complaint warrants.

The Main Street Station ADA Coordinator will keep track of dates throughout the complaint resolution process, including:

• Date of receipt
• Date of assignment for investigation
• Video recordings from facility surveillance
• Date of resolution
• Date of communication to complainant, reference: FTA C 4710.1 Chapter 12 – Oversight, Complaints, and Monitoring Page 12-11

Resolution of Matters

The matter is resolved by informal means whenever possible within 60 days and the informal response it documented and logged.

If, after an investigation, the Main Street Station ADA Coordinator finds reasonable cause to believe that there is a failure to comply with the Code of Federal Regulations Title 49, Subtitle A Part 27, the Main Street Station ADA Coordinator will inform the recipient and document that response in the Operations and Maintenance log book as aforementioned.

If the Main Street Station's ADA Coordinator determines that the matter cannot be resolved by informal means, action is taken as provided in § 27.125 Code of Federal Regulations Title 49, Subtitle A Part 27.

If an investigation does not warrant action pursuant to paragraph (d)(1) of this section, the Main Street Station ADA Coordinator so informs the recipient and the complainant, if any, in writing, within 60 days.

Document Management

Documents will be filed on site for five years minimum by the Main Street Station ADA Coordinator as required by the regulation. Regardless of local policies for timelines, an optional good practice is to keep track of dates throughout the complaint resolution process, including:

• Date of receipt
• Date of assignment for investigation
• Video recordings from facility surveillance
• Date of resolution
• Date of communication to complainant, reference: FTA C 4710.1 Chapter 12 – Oversight, Complaints, and Monitoring Page 12-11
• Interviews with transit agency or contractor employees and other riders who may be witnesses to the incident