GREATER
HARTFORD TRANSIT DISTRICT
ADA PARTICIPATION GROUP FORUM
Thursday, March 15, 2007
Attendees:
Gary Allen, Briana Bittel, Patricia Davis, Antonita Dunbar, Aaron Lewis, Michael Leyva, Michelle Martinez, Florania Martinez, Bill Saloman, Janet Wallans, , Michael Carrier, Valerie Ellis-GHTD, Vicki Shotland-GHTD, DJ Gonzalez-GHTD, Pat Williams-GHTD, Tony Grimaldi-LTS, Brian Helm-LTS, Dale Robinson-LTS, Aris Pena-LTS.
Pat Williams reported the following averages for January and February, passenger count 20,555, passenger trips 19,197, clients served 1,122, no show trips 1,013, denied trips 0. Michael Carrier questioned the high number of no shows and he thought that the scheduling change from 14 days to 5 days was supposed to have reduced the number of no shows. DJ Gonzalez noted that the new scheduling process just began and it takes time to evaluate changes.
Valerie Ellis reported for the month of January 78 eligible applicants, 8 denials and 30 withdrawals. She reported for the month of February 78 eligible applicants, 8 denials and 20 withdrawals. Ms. Ellis noted withdrawn applicants are individuals who do not respond to scheduling an assessment appointment or they are no longer interested in pursuing the service.
Tony Grimaldi introduced members of the Laidlaw Transit Services managerial staff. Brian Helm, Safety Manager and Dale Robinson, Sr. Operations Manager, who oversee the customer service department.
| Attendee: |
Aaron Lewis |
| Comment: |
a. Mr. Lewis commended Mr. Grimaldi and Ms. Williams for doing a fine job with the service. Mr. Lewis expressed the need for retraining drivers and dispatchers and the need to improve communication between the two departments. He noted that riders are exposed to conversations between dispatch and drivers that they should not hear.
b. Janet Wallans experienced the same situation. She stated that the lack of communication between dispatch and the driver needs to be improved.
c. Gary Allen also agreed that he was misinformed by the dispatcher regarding vehicle arrival times.
d. Ms. Martinez commented that communication is a big issue and her clients are not being dropped off in a timely manner. The amount of concerns from Ms. Martinez’s clients over the last couple of months has increased. Ms. Martinez noted that because some of her clients have limited function abilities, she feels their concerns are not being addressed appropriately. Ms Martinez understands there are other drop offs but her clients are arriving at their destination two hours late. Ms. Martinez has addressed her issues with LTS Customer Service Representative, Jannelly Rivera and appreciates Ms. Rivera’s quick response.
e. Michael Carrier noted that he has spent thirty minutes on the phone waiting for a reservationist.
f. Ms. Davis shared her own experience about a driver giving out false information about his destination.
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| Response: |
a. Tony Grimaldi agrees with forum members that the dispatcher should not communicate false time information to riders. Tony noted that dispatch is relying on what the driver communicates to them. Mr. Grimaldi advised the forum members that the entire LTS staff, including management, will be going through a customer service training session next month. Mr. Grimaldi pointed out that reservationists are required to answers phones at all times. Ms. Williams noted that it would be helpful if the driver would specifically communicate to the dispatch the name of the street they are exactly on.
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| Attendee: |
Antonita Dunbar |
| Comment: |
a. Antonita Dunbar requested clarification of a when a rider is considered late. Ms. Dunbar’s example was as follows: Thirty minute window is from 3:45pm-4:15pm. How long does the driver have to wait to consider the rider late? Ms. Dunbar would also like to know why drivers are arriving at two different towns at the same time. In addition, lady drivers do not assist door-to-door assistance.
c. Michael Leyva shared his experience of how a woman driver had difficulties assisting him up the hill to his residence. Mr. Leyva wanted to know is it a rule that drivers cannot assist riders up a hill with their mobility devices?
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| Response: |
a. Ms. Williams responded to Ms. Dunbar’s question and commented that if the driver arrived at 3:45pm the driver will only wait five minutes within the thirty minute window. In this example, if the driver arrived at 3:45pm he/she will only wait until 3:50pm. Ms. Williams stressed the importance of the reservationist communicating to the riders the thirty-minute window. Mr. Grimaldi suggested that if a rider gets off of work at 4pm then the rider should request a 4:15pm pickup. Therefore; the thirty minute window would be from 4pm-4:30pm. Mr. Grimaldi is aware of the scheduling issues. He has met with the schedulers to improve their job and on a daily basis will review the driver’s runs for efficiency. Mr. Grimaldi advised Ms. Dunbar that drivers will be re-educated about the importance of providing all riders with the door-to-door service.
b. Mr. Grimaldi expressed the importance of Mr. Leyva’s safety and stated that LTS will send an employee who can accommodate Mr. Leyva by getting him into his home.
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| Attendee: |
Briana Brittel |
| Comment: |
a. How long are vehicles suppose to idle? Why does it take so long for me to arrive home? What is the maximum amount of time a driver can wait for a rider? Once an employee appreciation form is filled out, what is the process? |
| Response: |
a. Mr. Grimaldi explained that the state guidelines indicate that a bus can idle if the temperature is less than twenty degrees or if it goes above ninety-five degrees. If the vehicle is shut down for a length of time, it will take a long time for the temperature to adjust on the bus and this will cause discomfort for the passengers. Any other time a vehicle should not idle more than three minutes. Secondly, Mr. Grimaldi explained the travel time policy to the forum members. Mr. Grimaldi also reiterated what was stated above regarding the maximum time a driver should wait for a passenger. Finally, Mr. Grimaldi communicated to the forum members that all drivers who receive a passenger commendation will be receiving a certificate of recognition.
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| Attendee: |
Michael Carrier |
| Comment: |
a. Mr. Carrier expressed his disappointment with the service. There is a need for improvement. Mr. Carrier wanted to know how he can be on the subscription list and wanted an update on reserving reservations via the e-mail. Mr. Carrier would also like to see the Stop & Shop in Glastonbury sell ADA Paratransit ride books.
b. Ms. Martinez commented that this is her first time attending the forum. She is aware that there are issues, but she appreciates the staff working with her to improve them.
c. Mr. Leyva asked management staff if the reservations will be changed from five days to seven days. Mr. Leyva said that it is difficult for people with cognitive disabilities to count back five days.
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| Response: |
a. Mr. Grimaldi reminded Mr. Carrier that at one time he had a subscription trip but he canceled it. Mr. Grimaldi will be in touch with Mr. Carrier about making reservations via the e-mail. DJ Gonzalez advised Mr. Carrier to contact CTTransit to discuss selling ADA Paratransit ticket books at Stop & Shop in Glastonbury.
c. DJ Gonzalez advised the forum that the five days scheduling is new. He would like to give this process a chance to see if no shows or cancellations will decrease.
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| Attendee: |
Gary Allen |
| Comment: |
How much time in advance do you need to cancel a trip? |
| Response: |
Tony Grimaldi advised the forum members that trips should be canceled at least two hours in advance. |
IMPORTANT INFORMATION FROM THE GREATER HARTFORD TRANSIT DISTRICT
The next ADA forum is scheduled for Thursday, May 3rd, 5:00 pm at Union Station. You must make a reservation by calling 724-5340 and select #1. All riders are required to pay the standard ADA Paratransit rate of $2.50 each way.
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 or fifteen (15) minutes before the forum begins. Please remember to keep your initial questions and discussions to five (5) minutes a piece so that we can accommodate all attendees at the forum. Follow-up responses should also be kept to five (5) mintures.
