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Forum Meeting Minutes
GREATER
HARTFORD TRANSIT DISTRICT
ADA PARTICIPATION GROUP FORUM
Tuesday, July 10, 2007
***REVISED***
Attendees:
Michael Leyva, Lee Seekas, Dick Demanche, Candace Low-Independence Unlimited, Inc., John Koczewski, Kathy Shanley-Goodwill Industries, Mike Hutchins-LTS, Tony Grimaldi-LTS, DJ Gonzalez-GHTD, Valerie Ellis-GHTD, Pat Williams-GHTD. The forum began at 5:00 pm.
Pat Williams reported the following stats for June, passenger count 21,979, passenger trips 20,517, clients served 1,096, no show trips 865, denied trips 0. Valerie Ellis reported 101 ADA applications received for the month of June. Out of the 101 applications, 59 were recertified, 23 withdrawn (due to not responding) and 12 denied.
| Attendee: |
Candace Low |
| Comment: |
Ms. Low explained that Independence Unlimited sponsored the North Central Region Advocacy Network and their main focus at this meeting in July 2006 was transportation. Several Transportation Complaint Forms were submitted to LTS and GHTD management regarding these issues. These concerns were as follows:
Late pickups. Pickups are one/two hours after the schedule window time. CW Resources and Independence Unlimited have had to pay their staff overtime to wait with their riders. Riders have lost wages due to late pickups.
Dispatchers are rude and hang up on callers. On one occasion, due to lack of research, one passenger was transported to the wrong location. Ms. Low tried to communicate with dispatch through relay and was disconnected by dispatch. Ms. Low commented that cultural diversity training could be taught to benefit the drivers and riders. Ms. Low would like to see a partnership with paratransit services and Independence Unlimited to provide more training for the consumer and for the service.
Drivers and miscellaneous issues. There is also a concern regarding drivers that do not know how to get to some of their destinations. Ms. Low noted that on one occasion a driver was not able to transport a wheelchair rider because the driver complained of an injury that prevented him from doing this. This resulted in Laidlaw sending another driver to make the transport of the rider in the wheelchair. Ms. Low also noted that there is miscommunication and drivers are coming to the wrong entrance of the facility. She also stated that Laidlaw is sending two vehicles to take two different passengers at the same time, to the same location. Ms. Low also wanted to know if drivers need permission to backup. She also suggested that there should be more diversity in the dispatching office.
Ms. Low invited paratransit management to the next North Central Region Advocacy Network meeting on August 27, 2007 from 10am-12pm. Ms. Low pointed out the reason why she brought these concerns to the forum is so that the service and the agency can work together towards a solution.
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| Response: |
Pat Williams commented that a representative(s) will meet with the Advocacy group on August 27th to address their issues.
Tony Grimaldi commented that the dispatch department is diverse. Out of the seven dispatchers there are five who are bilingual. Mr. Grimaldi noted that there are times when the drivers arrive to pick up passengers and they have to “no show” a rider because he/she has not arrived from their offsite job. During peak hours, it is very difficult to have a driver return immediately back from a location that they just left due to scheduling of other pickups and drop offs.
Tony Grimaldi extended an invitation for any Advocacy group to come in and speak with the drivers/dispatchers and also see how the service operates.
Mike Hutchins advised the forum that he has been working with the reservationist/dispatchers to get as much information as possible from the rider to ensure that they will be picked up in the correct location (i.e. front entrance verses the rear entrance). Mr. Hutchins commented that backing up is a safety issue and all drivers are required to get permission to back up their vehicles before doing so.
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| Attendee: |
John Koczewski |
| Comment: |
Mr. Koczewski wanted to know if a rider canceled three times would he/she be removed from the service. Mr. Koczewski also wanted to know how often he has to recertify with the service.
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| Response: |
Ms. Williams replied that “no” rider will be removed from the service as long as the cancellation is done on time.
Ms. Ellis responded that recertification is conducted every three to five years depending on the person’s eligibility.
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| Attendee: |
Michael Leyva |
| Comment: |
Mr. Leyva commented that he experienced trouble with his wheelchair not fitting on vehicle #693. Mr. Leyva requested that he not be scheduled on this vehicle if possible. In addition, Mr. Leyva stated that on one occasion he was waiting for the service and the vehicle went right by him.
Mr. Leyva also stated that the scheduling is inadequate and explained a few concerns regarding this matter.
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| Response: |
Tony Grimaldi said he will measure vehicle #693 to make sure this vehicle is in compliance with the FTA regulation.
Tony explained that if a driver calls out sick in the morning all his/her passengers are affected. The scheduled run for that particular driver is distributed among one or more drivers.
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| Attendee: |
Lee Seekas |
| Comment: |
Mr. Seekas appreciates the ability to make reservations on the weekends but would like to see the hours extended from 4:00pm to 5pm or to change the hours to 9am-5pm.
On the subject of no shows, Mr. Seekas has observed that when riders have another mode of transportation they do not call to cancel their rides with paratransit or similar transportation agencies.
Mr. Seekas asked if the service prioritizes trips
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| Response: |
Ms. Williams advised Mr. Seekas that he can use the weekends to schedule some of his appointments. Ms. Williams commented that the service does not prioritize trips and at the present time the hours of operation will not change.
Ms. Low also suggested that Mr. Seekas e-mail his reservations. Mr. Seekas advised the forum that he does not have e-mail.
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| Attendee: |
Dick Demanche |
| Comment: |
Mr. Demanche wanted to know how many different places can he use the service for? Also, instead of using a ticket to pay for your fare, Mr. Demanche asked if the service would ever start using a yearly pass like on CTTransit. Mr. Demanche also wanted to know if he could get a receipt for using the service?
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| Response: |
Valerie Ellis will call Mr. Demanche to discuss his eligibility.
Ms. Williams advised Mr. Demanche that he could pay by cash or ticket. At the current time, the service does not offer a yearly pass for riders. In addition, Ms. Williams would be able to forward a receipt to Mr. Demanche if he requested one.
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The forum came to an end at 6:05 p.m.
IMPORTANT INFORMATION FROM THE GREATER HARTFORD TRANSIT DISTRICT
The next ADA forum is scheduled for Wednesday, September 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 attendees at the forum. Follow-up responses should also be kept to five (5) minutes.
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