GREATER
HARTFORD TRANSIT DISTRICT
ADA PARTICIPATION GROUP FORUM
Tuesday, January 8, 2008
REVISED
Attendees: Michael Carrier, Antonita Dunbar, Michael Leyva, Lydia Mele, Lee Sekas, Juanita Barnes, Aris Pena-FTS, Brian Helm-FTS, Pat Williams-GHTD, DJ Gonzalez-GHTD, Valerie Ellis-GHTD
The forum began at 5:05 pm.
Total passenger trips for the month of November 20,831 and in December 18,217. The no show trips for November were 718 and in December 1,095. There were zero denials in November and December.
In November 119 ADA applications were received; 86 were new, 33 recertified and 116 ADA eligibilities were completed. Out of the 116 completed ADA eligibilities, 87 received a specific approval condition, 6 denied, and 23 were withdrawn. In December 99 ADA applications were received; 75 were new, 24 recertified and 119 ADA eligibilities were completed for the month of December. Out of the 119 completed ADA eligibilities, 83 received a specific approval condition, 9 denied, and 27 were withdrawn.
ADA forum notices will be posted on all vehicles at least seven (7) days prior to the forum. Notices will be placed in the front and back of each vehicle so that they will be’ visible to passengers.
Forum participants made several suggestions on how to increase participation. The GHTD will take the suggestions into consideration.
Complaints, concerns, and commendations should be addressed to the Customer Service Department, 249 Wawarme Avenue, Hartford, CT 06114, Attn: Jannelly Rivera, or calling (860) 724-5340 x3104, fax at (860) 247-0071 or (860) 247-0031, or e-mail at jannelly.rivera@firstgroup.com.
Mr. Helm explained the customer service process as follows:
- Ms. Rivera receives the customer service complaint and investigates and reports her findings to the passenger.
- If Ms. Rivera is not able to investigate the complaint on her own, she will elevate the concern to FT management. FT management will investigate and forward to Ms. Rivera their findings. Ms. Rivera will then respond back to the passenger.
Attendee: Antonita Dunbar
Comment: Ms.Dunbar experienced issues with the service on December 13th, 14th and 20th. She believes that the dispatch department continues to provide false information. She waited at length and was informed that the vehicle was coming. Ms. Dunbar does not have any issues with the service being late due to bad weather, but does have a problem with incorrect information. She also stated that some of her phone calls are not being returned.
She asked how is the driver supposed to pick up two passengers at the same time? She also stated that some drivers are not providing door to door service and need additional training.
Response: Mr. Gonzalez commented that First Transit is working on improving their dispatch training which includes customer service relations.
New driver bids are to begin on January 13th and will address driver pick up overlap issues. FT staff will be monitoring the change.
Mr. Helm also commented that the scheduling changes are also intended to address the issue with tight schedule pick up times.
Attendee: Michael Leyva
Comment: Mr. Leyva shared with the forum his experience with scheduling his pickup for the forum. Mr. Leyva (located in Rocky Hill) was late because the service had to pickup another rider that needed to be transported to another location in Rocky Hill.
Mr. Leyva questioned why it takes so long for dispatch to answer the telephone. He also said that “late pickups create a problem with family life.”
Response: DJ commented that the procurement of new telephone software is intended to help track some of the current issues that have been raised.
Attendee: Lydia Mele
Comment: Ms. Mele stated that FT should provide the winter weather policy to passengers so that they can pass this information on to their landlords for compliance. Ms. Mele’s building was not cleared until she provided a copy of the policy to the building management.
Ms. Mele commented that the minutes from the last forum did not reflect what she said. Ms. Mele has submitted a type-written document that she requested be included in the Minutes.
Ms. Mele would like to see accommodations made for emergency trips.
Dispatches are not communicating cancellations to drivers. Example provided; specific directions were not given to the driver which resulted in the driver getting lost and a late pickup for Ms. Mele.
Some drivers are not performing door to door service and there are busy signals when passengers are trying to reach the dispatch department.
Response: Ms. Mele’s document will not be included as part of the Minutes, however; if anyone is interested in obtaining a printed copy, please contact Pat Williams at (860) 247-5329 x3011 and one will be mailed to you.
Attendee: Michael Carrier
Comment: Mr. Carrier shared with the participants two different incidents he experienced with the service on December 27th and 28th.
Mr. Carrier commented that drivers are not providing door to door service for him when they pick him up from his home. Michael Carrier noted that he did not request door to door service from his place of employment.
Mr. Carrier has requested the service make same day accommodations for passengers. Mr. Carrier would also like GHTD to invest in fare boxes.
Response: Mr. Carrier’s incidents on December 27th and 28th will be investigated by the Customer Service Department.
DJ Gonzalez reminded Michael Carrier that he had requested not to have door to door services during the last forum, and had asked that Mr. Carrier send a release form to GHTD on this matter. Due to the numerous trips already pre- scheduled GHTD is not able to provide same day accommodations. GHTD and FT will continue to work on this issue. At the present time, GHTD is not intending to purchase fare boxes for the vehicles.
Attendee: Lee Sekas
Comment: Mr. Sekas was not picked up one day because his driveway was not cleared and understands the risk factor involved if his driveway is not cleared. Mr. Sekas did however made a general comment praising the overall service.
Mr. Sekas questioned whether there is another wheelchair securement system that can be utilized in a quicker fashion.
Response: DJ commented the wheelchair tie downs presently on the vehicles are safer and are more practical and easier to use by the drivers.
DJ closed by noting to the participants that the hardware for the phone system at First Transit is being updated to help reduce busy signals. He also stated that passengers can expect to see new vehicles on the road in the very near future. FT is also working on increasing driver manpower to help alleviate some service problems.
Below is the ADA forum schedule for the remainder of the year. (If any dates have to be changed notification will be provided in a timely manner.)
- Wednesday, March 19, 2008
- Wednesday, May 14, 2008
- Tuesday, July 15, 2008
- Thursday, Sept. 18, 2008
- Wednesday, November 12, 2008
Below are primary telephone numbers for First Transit staff:
If any passenger feels that they have not resolved an important issue with any of the above contact persons then please ask to be transferred to: Linda DeLallo/General Manager.
The meeting was adjourned at 6:10pm.
The next ADA forum is scheduled for Wednesday, March 19th 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.
