Reasonable Accommodation

Mystic Valley Elder Services will make reasonable modifications to ensure our transportation services are accessible to individuals with disabilities as prescribed by the Americans with Disabilities Act of 1990.

Requests for reasonable accommodations may be made by calling 781-324-7705 or emailing the Director of Community Programs at Requests will be approved or denied within five business days of receipt. If denied, a reason will be provided and the requestor will have the opportunity to appeal the decision.

MVES honors all reasonable requests for assistance. These may include (but are not limited to):

  • Deploying kneelers, ramps, or bridge plates to board or exit vehicles
  • Picking a rider up at a building entrance that is flat and unobstructed
  • Allowing passengers with medical conditions to eat/drink in vehicles
  • Helping an individual who is blind get to the front of the building in extreme weather.

MVES will accommodate requests provided that the modification:

  • Does not result in fundamental alteration of service,
  • Does not cause a direct threat to the health or safety of others,
  • Does not result in an undue financial and administrative burden, and
  • Is necessary in order for the individual with a disability to use the service.

Access to MVES

English: If this information is needed in another language or format, please contact the MVES Director of Quality Improvement and Evaluation at 781-324-7705

Portuguese: Caso esta informação seja necessária em outro idioma, favor contar o MVES Diretor de Aperfeiçoamento de Qualidade pelo telefone 781-324-7705

Spanish: Si necesita esta información en otro idioma, por favor contacte al MVES Director de Mejora de la Calidad al 781-324-7705

Chinese Simplified: (mainland & Singapore): 如果需要使用其它语言了解信息,请联系Mystic Valley老年服务机构质量改进总监

Chinese Traditional: (Hong Kong & Taiwan): 如果需要使用其它語言了解信息,請聯繫Mystic Valley老年服務機構質量改進總監,電話781-324-7705

Russian: Если Вам необходима данная информация на любом другом языке, пожалуйста, свяжитесь с Директором по Обеспечению Качества в MVES по телефону 781-324-7705.

Haitian Creole: Si yon moun vle genyen enfòmasyon sa yo nan yon lòt lang, tanpri kontakte MVES direkte amelyorasyon kalite  nan nimewo 781-324-7705

Vietnamese: Nếu quý vị cần thông tin này bằng tiếng khác, vui lòng liên hệ của MVES Giám đốc Cải tiện chất lượng theo số điện thoại at 781-324-7705

French: Si vous avez besoin d’obtenir une copie de cette information dans une autre langue, veuillez contacter le directeur d’amélioration de qualité en composant le 781-324-7705

Italian: Se ha bisogno di ricevere queste informazioni in un’altra lingua si prega di contattare lo Mystic Valley Servizio Anziano Direttore di Miglioramento della Qualità al numero 781-324-7705

Khmer: ប្រសិនបើលោកអ្នកត្រូវការបកប្រែព័ត៌មាននេះ សូមទាក់ទកអ្នកឯកទេស MVES Director of Quality Improvement  តាមរយៈលេខទូរស័ព្ទ 781-324-7705

Notification of the Public Rights under Title VI and Americans with Disabilities Act

Title VI of the Civil Rights Act of 1964 prohibits discrimination on the basis of race, color, or national origin (language) for programs that receive federal funding. The Americans with Disabilities Act of 1990 (ADA) prohibits discrimination on the basis of disability. Mystic Valley Elder Services (MVES) operates its programs and services in accordance with Title VI of the Civil Rights Act of 1964, the Americans with Disabilities Act and other federal and/or state statutes that prohibit discrimination.

Any person who believes she or he has been unlawful discriminated under Title VI of the Civil Rights Act or the Americans with Disabilities Act may file a complaint with Mystic Valley Elder Services.

To file a complaint, you can download this MVES ADA and Title VI Civil Rights Complaint Form, complete and mail it to:

Mystic Valley Elder Services, Inc.

Attn: Director of Quality and Evaluation

300 Commercial Street, #19

Malden, MA 02148


Complaint Procedure

Any person who believes she or he has been discriminated against on the basis of race, color, national origin (language), or disability may submit a complaint. MVES investigates complaints received no more than 180 days after the alleged incident.

Within ten (10) business days of receipt, MVES will review the complaint to determine whether it merits an investigation. The complainant will receive a letter informing him/her whether the complaint will be investigated. If the compliant will not be investigated a reason will be provided.

MVES has thirty (30) business days after determining the compliant merits investigation to complete the investigation. MVES may contact the complainant if additional information is needed. The complainant has ten (10) business days to respond the request for additional information. If MVES does not receive the additional information within ten (10) business days, the investigation may be closed.

After the investigation is complete, MVES will send the complainant a letter detailing the findings. The letter will indicate whether the allegations of discrimination were substantiated, and the reason for the determination. If the allegations are substantiated, MVES will implement a corrective action plan to ensure compliance with Title VI of the Civil Rights Act and/or the Americans with Disabilities Act. The letter to the complainant will explain the steps MVES will take to address discriminatory practices.

If a complainant does not agree with the findings of MVES, he/she/they may appeal to the Chief Executive Officer of Mystic Valley Elder Services. The appealing party must provide any new information that was not readily available during the course of the original investigation that would lead MVES to reconsider its determination. The request for an appeal and any new information must be submitted within 10 business days of the date the letter of the finding was transmitted. After reviewing this information, MVES will respond either by issuing a revised letter of resolution or by informing the appealing party that the original letter of resolution and finding remains in force. If MVES does not substantiate the complaint, the complainant will have the opportunity to submit a compliant to the Massachusetts Department of Transportation and/or Federal Transit Administration. The contact information and process for submitting a compliant to these agencies will be provided in the letter MVES sends to the complainant.

For this information and complaint form in additional languages, please see the documents below.



Haitian Creole




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