GREATER HARTFORD TRANSIT DISTRICT
ADA PARTICIPATION GROUP FORUM
Wednesday, November 12, 2008

Attendees:  Antonita Dunbar, Michael Carrier, Angela Lewis, Yvonne Loteczka, Lydia Mele, Herbert Milner, Janet Wallans, Matt Cornelius-BESB, Pat Williams-GHTD, DJ Gonzalez-GHTD, Valerie Ellis-GHTD, Manny Gonzalez-FT, Vicki Shotland-GHTD, Linda DeLallo-FT,  Aris Pena-FT, Barbara Bellot-CTtransit

The forum began at 5:06 pm.

Noted below are the statistics for September and October

Operations:
Total passenger trips for the month of September were 21,615, No Shows 558 (2%), cancellations 5,389 (24%).  October passengers trips were 23,775, No shows 726 (3%), cancellations 6,058 (25%). 

Assessments:
In September 121 ADA applications were received; 96 were new, 25 recertified and 124 ADA eligibilities were completed. Out of the 124 completed ADA eligibilities, 89 received a specific approval condition, 6 denied, and 29 were withdrawn. In October 133 ADA applications were received; 115 were new, 18 recertified and 139 ADA eligibilities were completed.   Out of the 139 completed ADA eligibilities, 112 received a specific approval condition, 10 denied, and 17 were withdrawn. 

Customers Service:
In September 71 comments were received from passengers; 24% were compliments, 72% were driver dispatch, reservationists and/or scheduling complaints, 4% was mechanical and/or related to safety.  In October, 72 comments were received from passengers; 26% were compliments, 69% were driver dispatch, reservationists and/or scheduling complaints, 5% was mechanical and/or related to safety. 

Ms. Williams shared with the attendees the upcoming FY09 ADA forum dates.  However; since that date changes have been made to the forum schedule.  Wednesday, January 21st, Wednesday, March 25th, Wednesday, May 20th, Tuesday, July 29th, Wednesday, September 16th, Thursday, November 12th.  Ms. Williams commented that if anyone would like to meet with staff regarding any issues between meeting dates feel free to contact them.

Ms. Williams advised the group that an inclement weather alert notice will be distributed to all riders.  Ms. Loteczka would also like the service to share this information with the management staff at her complex.

First Transit (FT) management shared with the group the training process for drivers takes about eight weeks.  By the end of October, FT has hired 25 new drivers.  In addition, FT has obtained the Public Service License (PSL) application from the Department of Motor Vehicle.  Having the PSL applications at FT, will speed up the six to eight week process it takes for drivers to acquire a PSL from DMV. FT has hired a new Customer Service Representative, Rita. At the present time, Rita can be reached at (860) 724-5340 x3104.  Notification will be forth coming for a tour of the reservation/dispatch office.  Please note that an interpreter will not be available for the tour.

Attendee: Antonita Dunbar
Comment: Ms. Dunbar has seen an improvement with the service.  Ms. Dunbar made a very nice comment to be passed onto Jannelly Rivera in the Customer Service Department.  Ms. Dunbar would like to know how FT handles accommodations for the drivers.  Also are the new drivers given extra time and what happens if drivers are running late for a trip?

Response: Ms DeLallo thanked Ms. Dunbar for the kind words.  She advised the group that a driver receives a letter commending them for a job well done and that is placed in their file.  In regard to the question about new drivers; Ms. DeLallo stated that they are given less trips and when a driver is running behind schedule a road supervisor will assist.

Attendee: Michael Carrier
Comment: Mr. Carrier also expressed that he has seen an improvement with the service.  Mr. Carrier does have a problem with the service arriving at the early side of the window.  He would like to be notified in advance that the service will be transporting other passengers along the way.  Mr. Carrier suggested the reservation hours should be changed from 8am-4pm to 7am-5pm.  He also noted there are drivers who are using their cell phones while driving.  Mr. Carrier does not appreciate drivers following him in the elevator up to where he works.

Ms. Davis commented at the time that the drivers are polite and courteous towards her and appreciates when they walk her to her destination.

Response: DJ Gonzalez explained the service cannot advise Mr. Carrier about picking up other passengers along the way because a driver’s schedule is constantly changing.  In addition, this is a shared transportation service.  Management will take note of the change with the reservation hours.  Manny Gonzalez advised the group that there is zero tolerance for drivers who are using their cell phones while driving. Mr. Gonzalez monitors driver’s cell phone usage by reviewing the Drive Cam every morning.  He asked the attendees to please contact him directly at (860) 247-0050 x113 if you see drivers using their cell phones while driving.
                       
Attendee: Lydia Mele
Comment: Ms. Mele noted how happy she was to see Manny Gonzalez back safe and sound from his tour of duty.

Ms. Mele along with her doctor’s office staff has found it difficult to get through to the reservation/dispatch department.              

Ms. Mele expressed the danger of where her scooter is positioned while being transported on the bus. Ms. Mele claims that there is a medal object which protrudes from the fold up seat.   Ms. Mele claims this is unsafe for riders who are in a mobility device.  Ms. Mele also noted that the stairs are very high and it is difficult for riders to board the vehicle. 

Ms. Mele would like to know why the reservationists do not know when and where the ADA forum meetings are being held at.  She stated that she had a problem reserving tonight’s meeting with one of the reservationists.
Ms. Mele complimented trainee driver Arthur.

Response: DJ Gonzalez has called the (860) 724-5340 telephone number and he did not experience any problems, but will follow-up with this matter.
DJ Gonzalez noted that vehicles are manufactured to pass the Federal ADA standards.  Management will follow up with a response to Ms. Mele.  FT advised the group that all reservationists are aware of when and where the ADA forum meetings are being held at but will be reminded them again.

Attendee:  Yvonne Loteczka
Comment: Between the hours 4pm-4:30pm Ms. Loteczka has also experienced problems in reaching the dispatch department along with the reservation department.  On Wednesday, November 5th, the driver had problems picking up Ms. Loteczka. 
Ms. Loteczka would like to know if we are the same First Transit that provides the medical transportation.

Response: DJ Gonzalez reiterated he has not personally experienced a problem, but will investigate this concern with the telephone company. Manny Gonzalez will investigate Ms. Loteczka trip on Wednesday.
No, the medical transportation is a separate entity from the ADA service.

Attendee:  Janet Wallans
Comment: Ms. Wallans has never experienced a problem with getting through to dispatch or the reservation department.  At times, there maybe a wait, but they do pick up.
Ms. Wallans noted that she does not need the door-to-door assistance and is it a policy to sign a release notice.
Ms. Wallans questioned why the Star Shuttle (this is the free bus service which operates in the downtown area by CTTransit) does not make stop announcements.

Response: Management noted that it is the policy of FT and GHTD to provide door-to-door.  They will review the matter and respond to Ms. Wallans regarding her request. 
CTTransit will address this matter with the drivers.

The next ADA forum is scheduled for Wednesday, January 21, 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.