GREATER
HARTFORD TRANSIT DISTRICT
ADA PARTICIPATION GROUP FORUM
Wednesday, January 21, 2009
Attendees: Allen Camby, Michael Carrier, Mary Delaney, Thomas Delaney, Angela Lewis, Lee Sekas, Michael Thibeault, Pat Williams-GHTD, DJ Gonzalez-GHTD, Valerie Ellis-GHTD, Manny Gonzalez-FT, Vicki Shotland-GHTD, Linda DeLallo-FT, Paul O’Brien-FT, Mike Kram-FT
The forum began at 5:00 pm.
Noted below are the statistics for November and December
Operations:
Total passenger trips for the month of November were 20,014, No Shows 608 (3%), cancellations 6,911 (35%) December passengers trips were 21,030, No shows 925 (4%), cancellations 8,404 (40%)
Assessments:
In November 150 ADA applications were received; 113 were new, 37 recertified and 98 ADA eligibilities were completed. Out of the 98 completed ADA eligibilities, 69 received a specific approval condition, 14 denied, and 15 were withdrawn. In December 105 ADA applications were received; 57 were new, 48 recertified and 106 ADA eligibilities were completed. Out of the 106 completed ADA eligibilities, 63 received a specific approval condition, 4 denied, and 39 were withdrawn.
Customers Service:
In November 61 comments were received from passengers; 18% were compliments, 75% were driver, dispatch, reservationists and/or scheduling complaints, 7% was mechanical and/or related to safety. In December, 43 comments were received from passengers; 30% were compliments, 70% were driver, dispatch, reservationists and/or scheduling complaints, 0% was mechanical and/or related to safety.
Ms. Williams shared with the attendees the upcoming FY09 ADA forum dates and advised that they can be retrieved by going to our website, www.hartfordtransit.org.
DJ Gonzalez reminded everyone about the proposed upcoming open house for the new reservation/dispatch office. This event open house should take place during the month of February. Notices will be posted on the ADA Paratransit vehicles.
Attendee: Michael Carrier
Comment: Mr. Carrier was upset that he was not notified that one of the schedulers is no longer employed with FT. Mr. Carrier is concerned with receiving a reply to his e-mails when reserving transportation. Mr. Carrier claims that on Tuesday, 1/20 he e-mailed the scheduling department and did not receive a response. Mr. Carrier claimed that the policy was that he could not telephone his reservation. Mr. Carrier also noted that in November he distributed his telephone number to management and questioned why the number was not updated in the system
Response: DJ Gonzalez explained that First Transit is a private contractor and they do not have to notify riders when an employee is no longer with the company as long as they continue to provide uninterrupted service to the passengers. Mr. Gonzalez and Ms. Williams clarified for Mr. Carrier that there is not a policy that states he cannot telephone in his reservations. The service has made the accommodation for Mr. Carrier and other riders to e-mail their reservations. Ms. Williams will investigate why Mr. Carrier did not receive a response from the scheduling department regarding Mr. Carrier’s trip.
Manuel Gonzalez commented that Mr. Carrier’s telephone number was not properly updated in the system and his number has been added properly to his profile.
Attendee: Mary Delaney
Comment: Ms. Delaney thanked management for the great service that has been provided for her sister and requested responses to the following questions:
1) During inclement weather, are the drivers supposed to get out of their vehicles and assist riders?
2) When the service is operating extremely late, are they supposed to contact a family member?
3) What are the telephone hours to cancel the next day service?
4) If her sister’s ride is canceled in error, will the service send another vehicle to transport her?
Response: Manuel Gonzalez responded that when a rider’s driveway/sidewalk is not properly cleared from ice and snow; drivers are not allowed to pick up passengers due to safety reasons and possible risk of injury to the passengers and or drivers. If a rider’s driveway/sidewalk is properly treated with snow melting materials, then the driver should provide door-to-door service. Mr. O’Brien noted that all riders should contact management if door-to-door service is not provided.
Ms. DeLallo responded if the service is running late due to a mechanical problem with the vehicle, yes they will call a family member.
Linda DeLallo commented that cancellations can be made 8am-4pm by calling (860) 724-5340 and select 1. After 4pm, riders should dial the same number but select 2 for dispatch. Mr. Delaney commented that this information is not communicated to riders. Management will research this.
Ms. DeLallo also stated that the service will go back and get a passenger if the trips were canceled in error. If a cancellation is made, there is a comment written on the rider’s file identifying who called to cancel the ride. Drivers are not allowed to cancel passenger’s trips.
Attendee: Angela Lewis
Comment: Female drivers are putting on makeup while driving.
Response: Mr. O’Brien requested that Ms. Lewis call customer service department as soon as this happens so that they can investigate her concern. Management emphasized the importance of advising them about drivers who use the cell phone while driving also.
Attendee: Lee Sekas
Comment: Mr. Sekas commented on the following concerns:
- Why can’t the service call riders when they arrive at the rider’s destination?
- Why don’t drivers receive a more efficient means of cancellation notification from the dispatch dept.?
- Why doesn’t’ dispatch respond to riders with an “honest” answer as to how long the driver will be?
- Why do times differ between the reservationists and drivers?
- New drivers should not receive numerous trips on their manifests.
In addition, Mr. Sekas noted specific concerns regarding a few riders.
Response: DJ Gonzalez advised the group that with over 1,200 rides a day it is difficult to call every passenger. Riders are provided with a half an hour window time frame and are required to be ready within this time frame.
Dispatch does their best to notify drivers of their cancellation as soon as they receive notification from a rider.
Drivers communicate directly to dispatch as to how long they will be. Dispatch will ask drivers for a specific location so that they can provide an accurate answer to riders.
The half an hour window time frame is a time that both the reservationists and drivers are aware of and this is the time that is communicated to every rider.
Mr. O’Brien noted that all new drivers have a lighter run than veteran drivers.
Attendee: Michael Thibeault
Comment: Mr. Thibeault questioned whether or not he is allowed to bring bags on the vehicle of recycled bottles and cans. In addition, is it possible for the driver to identify the vehicle number to the passenger? This will assist passengers when filing a complaint.
Response: First Transit informed Mr. Thibeault there is a three (3) bag limit per passenger and bags should not take up the space where another passenger can sit.
FT noted that drivers operate different buses. The bus picking up a passenger will vary in numbers. When a rider submits a concern, they do not have to have the vehicle number. A concern can be easily traced when a rider communicates the day, the time, and the destination of their trip to the customer service department.
Attendee: Michael Carrier
Comment: Why was my service canceled on January 7th?
Response: Manuel Gonzalez responded due to the unsafe conditions at Mr. Carrier’s residence on this day, the service was not able to transport him.
Attendee: Thomas Delaney
Comment: What is the policy about passengers eating or drinking on the vehicles?
Response: Ms. DeLallo responded that there is no eating or drinking on the vehicles.
The next ADA forum is scheduled for Wednesday, March 25, 2009 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 with the last opportunity to register fifteen (15) minutes prior to the start of the forum.
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.
