GREATER
HARTFORD TRANSIT DISTRICT
ADA PARTICIPATION GROUP FORUM
Tuesday, November 14, 2006
Attendees: Marcia Baran, Margaret Borsa, Michael Carrier, Paul Copp,
Antonita Dunbar, Ruth Griffin, Yvonne Loteczka, Bill Soloman, Janet
Wallans, Anne Walsh, Gary Allen, Kathy Shea-GHTD, Valerie Ellis-GHTD,
Vicki Shotland-GHTD, DJ Gonzalez-GHTD, Pat Williams-GHTD, Jaime
Nieves, Tony Grimaldi-LTS, Manuel Gonzalez-LTD, Barbara CTTransit,
Brian Helm-LTS, Dale Robinson-LTS, Ulises Himely-LTS, Barbara Bellot-CTTransit
Tony Grimaldi introduced
Brian Helm, Safety Manager for LTS and Dale Robinson, Operations
Manager for LTS.
Pat provided the forum
with monthly statistics. She specifically noted that there are approximately
125 new applications received monthly with about 30 recertification
applications.
Attendee:
Michael Carrier
Comment: Michael wanted to know what type of Transportation
software is used?
He wanted to know why there are still telephone issues that have
not been resolved?
Michael questioned why a driver was parked in his parking space
at his apartment complex?
He also commented that there should be additional reservationists.
Janet Wallans and Paul
Copp commented on the numerous times the phone rings. Ms. Wallans
asked about why the music on hold does not come on any more?
Response:
Trapeze is the transportation software utilized for ADA Paratransit
services.
Pat Williams explained that the present telephone provider has checked
the lines and found that there were no dead lines. There are six
reservationists who answer the phones and on Monday mornings there
is always a high volume of calls. The District is working with the
current telephone provider to resolve these issues.
Pat Williams asked that
next time Michael get the plate and bus number of the vehicle so
that LTS can investigate the situation, and to call as soon as possible.
Michael has been asked previously not to wait too long to file a
complaint.
Attendee:
Yvonne Loteczka
Comment: Yvonne communicated to the forum that
the driver drove her to the wrong town. She was supposed to go to
Farmington Ave in West Hartford and the driver was taken her to
Farmington Ave. in Farmington. What can be done to avoid this situation
from not happening again? Ms. Loteczka also commented about how
the dispatch department can be a little more tactful when handling
rider’s calls. She also noted the importance of adding directions
for drivers on their manifest. Ms. Loteczka specifically pointed
out confusion when going to UCONN medical center (i.e. the Marble
Building) and the congestion at this location.
Response:
Pat Williams commented that it is important to give the
reservationist information that can be noted on the driver’s
manifest. Ms. Williams advised the forum that certain addresses
prompt the reservationists to put in a specific location (back,
front or side entrance). Manuel Gonzalez will obtain a map of UCONN
and hand it out to the drivers so that they will be more familiar
with various buildings and this should avoid similar situations
in the future.
Attendee:
Antonita Dunbar
Comment: Antonita expressed the need to retrain
the dispatchers. She also asked for clarification on the different
dispatch channels (A & B). Ms. Dunbar wanted to know if drivers
on one channel can hear drivers on another channel. She explained
briefly about her situation when a driver was lost and needed directions.
Response:
Tony Grimaldi noted that dispatchers do know what channels the drivers
are on but if a driver does not respond to a dispatcher it might
be because he/she is not on the bus. All drivers are assigned to
a specific channel and should not change channels, unless instructed
to do so by dispatch.
Tony noted that drivers do assist one another with directions over
the air when necessary.
Attendee:
Paul Copp
Paul noted how useful the ADA forum is and how everyone learns from
the forum. However, there seems to be a need to expand the group
to get a broader participation from all of the riders.
Response:
Vicki Shotland noted that the notification list is extensive and
the District is quite cognizant of inclusion when inviting groups
or individuals to this meeting.
Response: DJ Gonzalez pointed out there is significant
retraining for the dispatchers and reservationists regarding customer
service. He also welcomed the group to come in and observe the dispatch/reservationist
department at work at any time.
Attendee:
Janet Wallans
Comment: Janet pointed out that there is not a
personal reminder of the meeting and that the forums are every other
month. She felt that this could be a reason why there is not a broader
participation group.
Attendee: Marcia Baran
Comment: Marcia noted that the very first forum
was not advertised and pointed out that Tony Grimaldi had a greater
participation at his previous employment location.
Response:
Mr. Grimaldi explained that he came from a larger transit agency
(SEPTA) in a major city, Philadelphia with a large marketing department
that was able to reach a vast majority of riders.
Attendee:
Anne Walsh
Comment: Anne pointed out that there is client
frustration when the driver is late and there is no communication
to the rider as to why the driver is late. A telephone call should
be made to the rider to advise him/her that the driver will be arriving
late.
Attendee:
Marcia Baran
Comment: Marcia stated by allowing riders to come
in to observe the operations does not answer any questions nor solve
any problems. Ms. Baran wanted to know how much information can
be noted on the computer screen by the reservationist in order to
assist the driver with specific notes regarding a location.
Response:
Tony Grimaldi noted that the software does not allow the reservationists
to type in a lot of information. Mr. Grimaldi will look into if
the comment field can be extended to allow more information to be
input by the reservationist.
Attendee:
Yvonne Loteczka
Comment: Yvonne expressed her difficulties in reaching
Tony Grimaldi and that concerns should be brought to Tony Mr. Grimaldi’s
attention immediately. However, this is difficult when the telephone
service is not operating correctly. Yvonne also noted that having
one dedicated line to address all concerns will be more effective.
Response:
Tony Grimalidi reminded Yvonne that he tries to make himself available
24/7.
Attendee
Antonita Dunbar
Comment: Antonita commented that all the drivers
are wonderful; she also thanked Jaime Nieves for his excellent service.
Attendee:
Margaret Borsa
Comment: Margaret shared with the forum that she
has not had any problems since LTS came aboard.
Pat Williams reminded
all riders that ADA Paratransit ticket booklets can be purchased
at selected Stop & Shop stores. Riders can call the reservation
department for specific locations.
IMPORTANT INFORMATION FROM THE GREATER HARTFORD TRANSIT
DISTRICT
The next ADA forum is
scheduled for Tuesday, January 9th, 5:00 pm at Union Station. You
must make a reservation to get picked up and dropped off 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 must sign
up in advance to discuss issues at this forum. You may call Pat
Williams ahead of time and let her know what issue(s) you would
like on the agenda or you if there is an emergency you may sign
up fifteen (15) minutes before the forum begins to be able to bring
issues forward at the meeting.
