GREATER
HARTFORD TRANSIT DISTRICT
ADA PARTICIPATION GROUP FORUM
Wednesday, May 21, 2008
Attendees: Charles Baldwin, Michael Carrier, Antonita Dunbar, Beverly Jackson, Michael Leyva, Lydia Mele, Jaime Malagrino, Bill Saloman, Janet Wallans, Pat Williams-GHTD, DJ Gonzalez-GHTD, Vicki Shotland-GHTD, Valerie Ellis-GHTD, Linda DeLallo-FTS, Ulises Himely-FTS, Paul O’Brien-FTS, Aris Pena-FTS,
The forum began at 5:03 pm.
Pat Williams notified the attendees that she would not read the ADA Paratransit statistics, but she would document them; please see below:
Operations:
Total passenger trips for the month of March 21,743, No Shows 726 for (3%), cancellations 5,431 for (25%). April passengers trips were 22,403, No shows 620 for (3%), cancellations 5,275 for (24%). Zero trips denied.
No Shows:
This category has decreased by approximately 18% year over year (February through April 2008 over February through April 2007.) The drop has been attributed to the change in the reservation policy.
Assessments:
In March 101 ADA applications were received; 76 were new, 25 recertified and 122 ADA eligibilities were completed. Out of the 122 completed ADA eligibilities, 84 received a specific approval condition, 5 denied, and 33 were withdrawn. In April 104 ADA applications were received; 78 were new, 26 recertified and 118 ADA eligibilities were completed. Out of the 118 completed ADA eligibilities, 93 received a specific approval condition, 8 denied, and 17 were withdrawn.
Customers Service:
In March 50 comments were received; 10% were compliments, 86% were either driver dispatch, reservationist and/or scheduling complaints, 4% were mechanical and/or related to safety. In April 73 comments were received; 25% were compliments, 67% were either driver dispatch, reservationist and/or scheduling complaints, 8% were mechanical and/or safety related.
Ms. Williams next addressed concerns and or complaints filed from rider’s; Michael Carrier, Antonita Dunbar and Lydia Mele.
Attendee: Michael Carrier
Comment: Mr. Carrier would like to know why the Paratransit Service has to follow the CTTransit routes.
Response: Ms. Williams and DJ Gonzalez explained by law the Paratransit Service has to provide complementary ADA service that would follow the fixed route. This ADA service has to operate within 3/4 of a mile around the fixed route in either direction.
Attendee: Antonita Dunbar
Comment: Ms. Dunbar explained that she did not receive a satisfactory response regarding one of her issues. In addition, “why doesn’t anyone from the customer service department return calls?”
Response: Ms. Williams explained that all her concerns have been address but she will further discuss Ms. Dunbar’s issues with her after the meeting.
Ms. DeLallo will investigate and will speak with the customer service department to make sure all calls are returned promptly. Ms. DeLallo advised the group that the customer service department’s voicemail is checked daily and all calls are suppose to be retrieved. Also Ms. DeLallo explained that the customer service voicemail was full because of saved messages and this procedure will change within the department. Ms. DeLallo will continue to record a voice message on the customer service line advising riders when the customer service representative is out on extended leave, and will notify callers who to direct their concerns to.
Attendee: Lydia Mele
Comment: Ms. Mele would like to know why the Paratransit Services does not follow the CTTransit express routes. Ms. Mele would like to be transported to a doctor’s office in Cromwell and feels that since CTTransit services that area she believes that ADA should also provide this service.
Ms. Mele stated that it takes too long for dispatch to answer the telephone in the early morning or late afternoon (peak hours).
Ms. Mele also mentioned that new drivers are still having issues when they come to pick her up at her residence. Ms. Mele has posted signs to assist drivers as to where they should pick her up at.
Ms. Mele would like to know if it is possible to be picked up earlier than one’s scheduled pick up time. In addition, how can drivers be at two different locations at the same time?
Ms. Mele would like a response to the fax that she sent to the customer service department on 4/29/07.
Ms. Mele made a statement that Mr. Gonzalez does not return her calls, “last week I made a call and did not receive a call back”
Response: Ms. Shotland explained the difference between an express route and fixed route service. Buses operating on an express route travel from point A (usually a commuter lot) to point B without making local pick ups. A bus on a fixed route provides local service; stopping frequently along the designated route to pick up passengers. Ms. Williams will contact Ms. Mele to investigate if her doctor’s address in Cromwell is a place where the GHTD Paratransit service operates. Mr. Leyva shared with the group on how he transfers between two Paratransit services. He recommended that this service might be beneficial for Ms. Mele’s trip in Cromwell.
Mr. Gonzalez responded to Ms. Mele statement regarding his lack of response to her calls. He stated “your allegation is incorrect since you have not called me in months and I return all of my calls or forward them to the appropriate department”
Mr. Gonzalez advised the group that Wawarme Avenue location (First Transit) telephone problems can now be identified through telephone reports with specific information such as; on hold times, dropped calls, etc… These reports will help management correct telephone problems that seem to be a problem.
Ms. DeLallo commented that an early pick up can possibly be performed if a driver is available at that specific time and in the immediate area. In addition, drivers could conduct two pickups at the same time; one can be picking up at the beginning of the window and the other at the later part.
Ms. Shotland shared with the participants that there is a strong possibility that the District may get Grant funding in the near future for procurement of AVL (Advanced Vehicle Locater System) equipment for the vehicles. This is a highly sophisticated hardware and software system that will map various locations and provide operational information which will be a benefit to both the drivers and the passengers.
Attendee Michael Carrier
Comment: Mr. Carrier is concerned that drivers are pulling over on the side of the road to use their GPS (Global Positioning Systems) devices.
Mr. Carrier would like drivers to come into his parking space when they arrive at his residence.
Mr. Carrier commented that the new vehicles have too many steps and he has difficulties stepping up on to the vehicle.
Response: Ms. DeLallo addressed the issue of drivers pulling to the side of the road to view the GPS; she advised the group that new drivers are equipped with a hand held GPS system to assist them with finding a specific location. Drivers are required to pull over on the side of the road when using this system for the safety of all on the bus.
Mr. Himely addressed the issue of the buses not pulling into his parking spot; he explained that several supervisors have been to Mr. Carrier’s residence to monitor the parking space situation and have found no issues with the way the drivers are picking up Mr. Carrier.
Mr. Gonzalez suggested to Mr. Carrier that he can use the wheelchair lift if he feels that the steps are too high. A request to the driver is all that is necessary.
Attendee: Janet Wallans
Comment: Ms. Wallans commented that she attended the recently held Connect-Ability conference and had received information about how riders in California receive a telephone call from the paratransit provider alerting them to their upcoming ride.
Response: Mr. Gonzalez explained that this is very costly; however the possibility of AVL in our future will provide benefits that will improve the service to the passengers through various means.
Attendee: Michael Leyva
Comment: Mr. Leyva shared with the group his experience with not being picked up on time from an address on Weston Street/Hartford. Mr. Leyva questioned whether or not the driver was at the correct address.
Attendee: Beverly Jackson
Comment: Ms. Jackson commented that she had to pay for her ride to the forum and was not aware of this. Ms. Jackson thought that her ride would be free. Ms. Jackson noted that the cost of the forum was not indicated on the flyer posted in the vehicle.
Response: Due to the confusion with Ms. Jackson’s ride to the forum, Ms. Shotland agreed to provide a free ride to all the attendees for their return trip home from this specific forum.
Attendee: Jamie Malagrino
Comment: Ms. Malagrino would like to know how you get on the list to speak at the forum.
Ms. Malagrino is pleased with the service but has issues with the service arriving late. When Ms. Malagrino inquires about where her ride is, she gets a response similar to the airlines that the ride will be there in 10 minutes. Ms. Malagrino always has issues when she is transported to 45 South Main Street/West Hartford. Ms. Malagrino would like an honest answer as to how long she would have to wait.
Response: Mr. Gonzalez advised Ms. Malagrino to call Ms. Williams about speaking at future forums.
Ms. DeLallo commented that dispatchers are instructed to advise riders of the correct amount of time it would take for the driver to arrive at the location to pickup a rider. Ms. DeLallo advised Ms. Malagrino the next time a dispatcher informs her in this manner, she should report the incident to the customer service department and the driver will be retrained on how to handle the issue.
Attendee: Charles Baldwin
Comment: Mr. Baldwin briefly shared his experience about changing a reservation within the same day due to a change in his schedule.
Response: Mr. Gonzalez explained that it is difficult for a rider’s reservation to be changed on the same day. Ms. DeLallo advised Mr. Baldwin if he has a change then he should contact the dispatch department and ask for a manager. Within reason, management will do their best to make the change.
Ms. Dunbar and other members at the forum complimented how well, dispatcher Todd does his job.
The meeting was adjourned at 6:20 pm.
The next ADA forum is scheduled for Tuesday, July 15th at 5:00 pm at Union Station. You must make a reservation for transportation to and from the meeting by calling 724-5340 and select #1. All riders are required to pay the standard ADA Paratransit rate of $2.50 each way.
As time is limited all attendees are required to sign up to discuss issues at the forum with Pat Williams and provide the topic for discussion at least 48-hours in advance and the last opportunity to register is fifteen (15) minutes before the forum begins. Please remember that in order for everyone to have a chance to participate you need to keep your initial questions and discussions to five (5) minutes a piece so that we can accommodate all other participants. Follow-up comments should also be kept to five (5) minutes.
