GREATER
HARTFORD TRANSIT DISTRICT
ADA PARTICIPATION GROUP FORUM
Tuesday, March 19, 2008
Attendees: Janet Berman, Victor Berman, Albert Brusseau, Michael Carrier, Antonita Dunbar, Kenny Davis, Joyce Edmonds-Myles, Michael Leyva, Lydia Mele, Herbert Milner, Cathy Shanley-Goodwill Ind., Janet Wallans, Linda Wright, Brian McLaughlin-CTTransit, Pat Williams-GHTD, DJ Gonzalez-GHTD, Vicki Shotland-GHTD, Linda DeLallo-FTS, Ulises Himely-FTS
The forum began at 5:10 pm.
Pat Williams reminded all riders who they should address concerns, complaints and commendations to: Customer Service Department, 249 Wawarme Ave, Hartford, CT 06114, (860) 724-5340 select #9 or extension 3104, Jannelly.rivera@firstgroup.com, fax number (860) 247-0031.
Ms. Williams provided the following stats. Total passenger trips for the month of January 21,567, 893 no show (4%), 6,426 cancellations (30%). December passengers trips were 19,805, 1,047 no show (5%), 6,217 cancellations (31%). Zero trips denied. In January 111 ADA applications were received; 93 were new, 18 recertified and 131 ADA eligibilities were completed. Out of the 131 completed ADA eligibilities, 96 received a specific approval condition, 6 denied, and 29 were withdrawn. In February 122 ADA applications were received; 87 were new, 35 recertified and 134 ADA eligibilities were completed. Out of the 134 completed ADA eligibilities, 103 received a specific approval condition, 7 denied, and 24 were withdrawn.
Ms. Williams presented the group with a comparison of Paratransit ridership during the period of July 07-Sept 07 with the New Britain and New Haven agencies.
Ms. Williams announced at the end of March there will be a rider’s appreciation day. For one day only, all rides will be free. This will be sponsored by Connecticut Department of Transportation, GHTD and First Transit. This is due to the interruption in telephone service on Wednesday, February 20, 2008 in which riders experienced not being able to communicate to dispatch/reservations.
In addition, a newsletter will be published in late spring. We also are looking into having survey forms on all of the vehicles.
DJ Gonzalez explained that the initial process for the telephone upgrade has begun. The new improved recording system will be helpful to the passengers and administrators in investigating complaints and monthly reporting.
DJ commented that First Transit is looking to add an additional supervisor and customer service agent to help minimize the amount of time that it takes to investigate and respond to complaints.
The dispatch and scheduling department area located at 249 Wawarme Avenue in Hartford will be modified in order to accommodate additional staff. This change is expected to help productivity and efficiency. The customer service agent will be closer to the dispatch department and will assist with the telephones during the peak hours. In addition, a manager’s office will also move to the dispatch area to help monitor and supervise the day to day operation. These departmental changes will help with the growing numbers of trips and issues handled on a daily basis.
Mr. Himely reported on the hiring process of new drivers.
Attendee: Antonita Dunbar
Comment: Ms.Dunbar briefly discussed her March 3rd trip. Ms. Dunbar has adjusted her appointment time to accommodate a timelier pickup.
Ms. Dunbar and Ms. Wallans questioned why the customer service department does not respond to calls.
Response: First Transit will address this concern with the customer service department. It is anticipated that adding an additional customer service agent will be beneficial in helping to assist with these types of complaints.
Attendee: Michael Carrier
Comment: Mr. Carrier claims that dispatchers speak to fast to the TTY relay. TTY relay has a problem understanding and translating back to Michael.
Mr. Carrier also raised a concern when scheduling reservations via e-mail for trips on Sundays and Mondays, he claims that he does not receive a confirmation.
Mr. Carrier also noted that drivers are not coming close enough to his door. Drivers stop approximate 30 to 40 feet away and he has to walk too far to the bus.
Mr. Carrier would like to know if the number of no shows has decreased since the change from reserving fourteen days to five days.
Response: Dispatcher will be instructed and retrained if necessary on how to communicate with the TTY relay service.
Mr. Carrier was informed that his trips are scheduled in a timely manner and if there are any issues with his trips a scheduler will contact him. Mr. Carrier should contact the customer service department with any further issues on this matter.
Mr. Himely explained that based on the design of Mr. Carrier’s driveway it is difficult to pull that close, but he will investigate and make the necessary adjustments if it is possible to accommodate.
Ms. Williams has investigated Mr. Carrier’s concerns for December 27th and 28th and will discuss them with Mr. Carrier. Ms. Williams will investigate to see if the numbers of no shows have decreased since the change of reserving trips has gone from fourteen to five days.
Attendee: Joyce Edmonds-Myles
Comment: Ms. Edmonds would like to know why she does not get picked up at the same time as her aunt who lives at the same complex. Ms. Edmonds and her aunt are going to the same location at the same time.
Response: Ms. DeLallo explained that there might be an issue with how the reservationists are reserving her trip. Are they reserving her trip under the Hartford Dial-A-Ride/ADA funding source code? The system will be updated to schedule any two trips with the same funding source code going to same place at the same time.
Ms. Williams will confirm with Ms. Edmonds her eligibility status with ADA and Hartford Dial-A-Ride.
Attendee: Lydia Mele
Ms. Mele commented that she has difficulties scheduling doctor’s appointments, reaching the dispatch department, and the drivers are not providing door-to-door service. Ms. Mele would also like to see emergency trips available when necessary.
Response: Ms. Delallo and Ms. Williams will investigate the scheduling of Ms. Mele’s trips.
Mr. Himely informed the group that all drivers are trained to perform door-to-door service. If they are not providing door-to-door service, riders should contact the customer service department and report this information immediately. Mr. Himely mentioned that First Transit does reinforce the door-to-door policy to the drivers during their safety training meetings which are held bimonthly. Mr. Gonzalez advised Ms. Mele that she should address all emergency concerns by calling FT and requesting to talk with a First Transit manager on duty.
Attendee: Cathy Shanley
Comment: Ms. Shanley questioned if there will be a fare increase due to the gas prices rising.
Ms. Shanley also advised First Transit that she has a few employees that would be able to speak at one of First Transit’s new driver training meetings.
Response: Mr. Gonzalez explained that the Connecticut Department of Transportation is the one to make the decision to increase ADA Paratransit fares.
Ms. DeLallo will advise Ms. Shanley about the next driver training class.
Attendee: Albert Brusseau
Mr. Brusseau shared with the group his incident on March 14th. Mr. Brusseau wanted to know if several passengers are going to the same place why shouldn’t they all be able to ride together.
Response: Ms. DeLallo will look into Mr. Brusseau’s incident on March 14, 2008. In addition, First Transit is presently working on resolving the software issues involving scheduling riders together who are being transported to the same location.
Attendee: Janet Berman
Comment: Ms. Berman has reserved transportation an ample amount of time but when the day arrives for her trip she is told that there is not a driver there to pick her up. Mr. Berman experienced being placed on hold for long periods of times and sometimes the lines go dead.
Response: First Transit will investigate her concern. The new telephone system along with the additional staff person will alleviate the problems with long periods of hold times and the lines going dead.
Attendee: Janet Wallans
Comment: Ms. Wallans asked for clarification about why riders who are traveling to the same place/time are not reserved together.
Ms. Wallans questioned if there was a change in the Star Shuttle service.
Ms. Wallans also suggested creating an e-mail listing of passengers who would like to receive information electronically about the ADA Paratransit services and notices.
Response: Once again Ms. DeLallo advised the group that the software system does not put the two trips together because they are recognized as separate funding sources or identified as a Hartford Dial-A-Ride trip or an ADA trip. The system will be updated to pair these two trips, if they are going to the same location and at the same time, to be on the same vehicle.
Brian McLaughlin commented that there was no change in the Star Shuttle service and also briefly discussed updates with the fixed route schedule.
Ms. Williams will look into collection of rider names for electronic distribution.
Attendee: Michael Leyva
Comment: Vehicle postings were not of good quality and e-mail reminders will probably work better. The customer service department receives complaints but does not provide an adequate answer.
Response: Ms. DeLallo explained First Transit did have problems with their copier, but it has been fixed. Ms. DeLallo will work with the customer service department to improve responses to riders.
The meeting was adjourned at 6:15pm.
The next ADA forum is scheduled for Wednesday, May 21st 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.
