AccessAbility. You re invited to our Customer Information Session

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Wilfrid McCormick
6 years ago
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You ll have the opportunity to tour behind the scenes at Calgary Transit Access.

1 AccessAbility Transportation Services for People with Disabilities Newsletter Spring 2017 You re invited to our Customer Information Session Calgary Transit Access is pleased to offer customers the opportunity to tour our Westbrook Operations Centre, learn about our new courtesy call feature and meet our knowledgeable staff! You ll have the opportunity to tour behind the scenes at Calgary Transit Access. Meet with our staff in eligibility, bookings, scheduling, operations control, field services, customer service and our service providers and find out more information on future system enhancements. Date: Tuesday, May 30, 2017 Time: 2:00 p.m. 5:00 p.m. Location: Westbrook Transit Centre at 1417C 33 ST S.W. For more information: Please contact Calgary Transit Access at or call Customer Service at then press 4. Calgary Transit Access Online Booking is coming soon The online booking project is an upcoming module that CTA will be rolling out at the end of 2017 to provide Calgary Transit Access customers with the ability to book a trip online. This will offer added convenience for those customers who wish to book their own trips. Bob Cartwright is the Project Manager for this exciting endeavor and has ample experience in project management and technology. Calgary Transit Access will be conducting customer focus groups to get feedback during development. We are ensuring that accessibility features are up to standard (WCAG 2.0) so that our customers will be able to use the online booking system. We will keep you informed on the progress in the coming months. Web bookings along with the upcoming courtesy call are two examples of how Calgary Transit Access is working to improve service to our valued customers. Bob Cartwright, Project Manager. Please contact Customer Service at then press 4 for additional information. calgarytransit.com/access

Yellow Checker Cab Driver Training Update In our ongoing quest to improve the customer experience, Calgary Transit Access and Checker Yellow Cabs embarked on an ambitious project last year to train

2 Yellow Checker Cab Driver Training Update In our ongoing quest to improve the customer experience, Calgary Transit Access and Checker Yellow Cabs embarked on an ambitious project last year to train approximately 1,000 drivers over two years on how to enhance the service they provide to Calgary Transit Access customers. The two-day training course, includes topics on customer communication, disability awareness and covers mobility, cognitive, and sensory disabilities. It also includes Calgary Transit Access policies and procedures, defensive driving and fatigue management. To date, over 600 Checker drivers have completed the training! Calgary Transit Access and Checker Yellow Cabs will continue to train more drivers to reach our goal. We are confident that customers will enjoy a higher quality of level of service from this effort! Calgary Transit Low Income Monthly Pass sliding scale fare changes The City of Calgary s sliding scale fare structure for the Calgary Transit Low Income Monthly Pass assists low income Calgarians to participate in the community. A sliding scale is a pricing system that assigns a purchase price based on income. The less an applicant earns, the less they will need to pay for a pass. Calgary Transit Access will continue to accept the low income bus pass as payment regardless of where a customer is on the scale. The City of Calgary has kept the Low Income Monthly Pass frozen at $44 for several years. Scheduled fare changes to the Low Income Monthly Pass took place with the introduction of the sliding scale for April pass purchases. The introduction of a sliding scale will introduce three price bands: $5.05, $35.35 and $50.50 per month dependent on how much a customer earns. For more information visit or calgary.ca/fairentry Driver Appreciation Getting our customers from A to B is what the job is all about; however, it s definitely not what our drivers are all about! Our drivers are kind, courteous and amazing people with kind hearts that we are very lucky to have working at Calgary Transit Access (CTA). Our drivers consistently deliver excellent service, going above and beyond whether this is assisting our customers with their mobility aids, asking them how their day was, or remembering their favourite colour, their grandson s name or where the customer took their last vacation. The stories we hear about the amazing job our drivers do day in and day out should be celebrated daily. Their job is not easy! We receive hundreds of commendations from customers and your feedback is very appreciated! Please continue to call in (or ) your commendations or concerns to our Customer Service area by calling then press 4 or by at calgarytransitaccessinfo@calgary.ca 2 calgarytransit.com/access

This is all part of the door to door service that we provide. Please know that the driver is there to offer their arm or push a wheelchair to ensure the customer boards or arrives safely.

3 For your safety... drivers are required to escort all customers Calgary Transit Access has a commitment of safety for our customers. Drivers will escort to and from the door of the residence or building to the vehicle and then from the vehicle to the exterior door of the destination. This is all part of the door to door service that we provide. Please know that the driver is there to offer their arm or push a wheelchair to ensure the customer boards or arrives safely. Customers, families and caregivers are reminded that this requirement is built into the time it takes to perform our service. Additionally, the drivers are not taking away from anyone s independence by always walking with the customer. They are there to ensure our promise of safe travel from door to door is complete. Please accept this level of service as it is intended. Thank you! Calgary Transit Access Service Hours Calgary Transit Access schedules over 4500 customer trips daily using 250 dedicated vehicles. To achieve this means using our resources in the most efficient and effective way possible. The current service hours for Calgary Transit Access are 6am to midnight. These hours reflect the travel times that are most often requested by our customers. The earliest pick up that CTA can provide is 6 to 6:20 a.m., and the last pick up every evening is 11:40 p.m. to 12 midnight. The only exception to this is on New Year s Eve where the last pick up is at 1:00 a.m. Please keep these times in mind when booking trips. We cannot guarantee that you will get to/from your destination by a certain time if that time is very close to the start or the end of our service hours. For example: if you need to be at work by 6:15 a.m., we cannot guarantee this, as the first customer pick up window cannot occur until 6 a.m. to 6:20 a.m. The distance to your destination based on how far you are going then needs to be taken into account. If our service hours are going to be changed in future, due to population growth or increased demand, we will be sure to inform you as soon as possible. Thank you for your continued cooperation and understanding. Holiday Hours Calgary Transit Access Booking line, Customer Service and Eligibility will be closed on: Victoria Day Monday, May 22 Canada Day Saturday, Jul. 1 Heritage Day Monday, Aug. 7 Labour Day Monday, Sept. 4 Thanksgiving Day Monday, Oct. 9 If you require a trip the day after a statutory holiday, you must request your trip the day before the holiday (or as early as four days in advance of the day of travel). Please note: If the holiday falls on a Saturday, subscription trips will be canceled on both the holiday and the Friday before. If the holiday falls on a Sunday, subscription trips will be canceled on both the holiday and the Monday after. calgarytransit.com/access

4 Baskets, bags and other items Customers are welcome to travel with items they need or purchase. There is a maximum of two grocery-sized bags that you may bring on board with you. Customers may also have baskets, backpacks or other similar type of storage attached to their mobility device. If these items are not specifically fit as an accessory to the device they may prevent our drivers from providing efficient service. Please ensure that your backpack, soft bag(s), baskets or other storage items are positioned in such a way that drivers can easily work around them to find the securement anchor points. This will ensure there is no delay in securing the device and the driver does not have to adjust, move or alter the position of your personal items. We thank you for your cooperation. Did you know You can confirm or cancel trips 24 hours a day through our automated ACROBAT system? To confirm your future trips or cancel any trip, you only need to call , then press 1 (please call after 7 p.m. if you are travelling the next day). Follow the prompts and enter your registration number and password/pin. Calgary Transit Access Advisory Committee Members Calgary Transit Access is accepting applications from customers interested in participating on the Calgary Transit Access Advisory Committee. The Committee s mandate is to provide Calgary Transit with input and advice on transportation services for people with disabilities. The committee reports to the Director of Calgary Transit. There will be a total of 10 committee members made up of Calgary Transit Access service users, representatives from various agencies, interested parties and Calgary Transit staff. Members will serve a one or two-year term. Meetings take place on the second Wednesday of every month at the Westbrook Transit Centre (1417C 33 St. SW). People interested in becoming a member of this committee are asked to respond in writing indicating their interest and background information that would assist in the selection of candidates. Responses should be sent to: Calgary Transit Access Attn: Manager of Calgary Transit Access P.O. Box 2100, Station M, #170WB Calgary, AB T2P 2M5. Applications must be submitted by July 15, Traveling with an Attendant (or PCA) In order to provide Calgary Transit Access registered customers with as many trips as possible, we want to provide some clarity around who can travel with an attendant. A customer is eligible to travel with an attendant (or personal care attendant) free of charge only if they require assistance while travelling on a Calgary Transit Access vehicle at all times. Be sure to let the agent know when you are booking your trip if you would like to bring someone with you. The Eligibility Specialists at Calgary Transit Access make the determination of which customer qualifies for an attendant to travel as part of the Eligibility process. Requests to travel with an attendant for free will require an in person interview if the request for assistance does not meet criteria. We thank you for your understanding. Please contact Eligibility at then press 5 if you have any questions. 4 calgarytransit.com/access

5 Calgary Transit Access pick up and drop off locations: Richmond Road Diagnostic and Treatment Centre Richmond S.W. MRI/CT Scan Entrance Agency Meeting May 24, 2017 The purpose of the meeting is to share information between Calgary Transit Access and agency staff/ representatives on initiatives, programs and changes that affect transportation for people with disabilities. Date: Wednesday, May 24, 2017 Time: 2-4 p.m. 17 Avenue S.W. Richmond Road Diagnostic and Treatment Centre Main Entrance 20 Avenue S.W. South Entrance 20 St 19 Avenue S.W. Location: Calgary Transit administration building located at the Westbrook Transit Centre C 33 Street S.W. in the Bridgeland Room If you work for an agency and wish to attend, please RSVP prior to May 23 by calling then press 5. Get on Board Summer Camp 2017 Calgary Transit, The Calgary Board of Education and The Calgary Catholic School District are joining together to provide the Get on Board Travel Training Summer Camp. At the camp, participants can expect to learn: how to use Calgary Transit fixed route services, the cost to ride Calgary Transit, how long a transfer is valid for, when to use the Help intercom, why you need to stand behind the yellow line and where their lost items on Calgary Transit end up. Participants are youth (age 12 18) with a disability who would like to learn how to use Calgary Transit. Participants need to fill in an application form that will be available on the Calgary Transit Access website or their school by the end of May. Camp takes place at the City Hall School in the municipal building in three sessions that run consecutively on July 17-20, July and July 31 - August 3. Sessions are a half-day long (morning or afternoon). For more information please call the Calgary Transit Access Travel Trainer at calgarytransit.com/access

Driver Recognition Awards The Calgary Transit Access Advisory Committee selected the following drivers for a Driver Recognition award.

Please keep sending in your commendations for exceptional drivers to Calgary Transit Access Customer Service at 403.537.

Gordon Huth CTA Calgary June, 2016 Ahmed Yasir Checker August, 2016 Mian Muhammad Naif Checker September, 2016 Did you know Your

We are a shared ride, public transportation service for Calgarians with disabilities.

1,077,565 1,036,872 1,022,273 985,747 Calgary Transit Access Extra trips 29,515 32,324 37,050 40,329 49,760 56,371 Total number of

6 Driver Recognition Awards The Calgary Transit Access Advisory Committee selected the following drivers for a Driver Recognition award. Two drivers are selected randomly each month from commendations sent in by you. Please keep sending in your commendations for exceptional drivers to Calgary Transit Access Customer Service at , then press 4. Gordon Huth CTA Calgary June, 2016 Ahmed Yasir Checker August, 2016 Mian Muhammad Naif Checker September, 2016 Did you know Your eligibility for Calgary Transit Access depends solely on your ability to use Calgary Transit? We are a shared ride, public transportation service for Calgarians with disabilities. Beant Gill Checker October, 2016 Nayzghi Arayai CTA Calgary November, 2016 Summuy Hailu Checker December, calgarytransit.com/access Calgary Transit Access Statistics Trips Total shared-ride trips provided 1,105,015 1,080,145 1,077,565 1,036,872 1,022, ,747 Calgary Transit Access Extra trips 29,515 32,324 37,050 40,329 49,760 56,371 Total number of trips provided 1,134,530 1,112,469 1,146,736 1,127,769 1,118,476 1,090,533 Unaccommodated trips ,521 3,871 Phone calls Phone calls Operations 496, , , , , ,806 Phone calls Eligibility Services 14,570 13,179 11,768 12,558 14,152 14,234 Phone calls Acrobat (automated telephone system) 653, , , , , ,351 Eligibility applications Interviews 2,926 2,851 2,700 2,690 2,771 2,034 Additional Applications or Renewals 4,948 4,954 4,946 4,703 4,853 3,853 Appeals

Renewal paperwork for your service provides updated personal information Calgary Transit Access customers can have a maximum of a three year eligibility period.

This paperwork is required to ensure we have accurate personal information on file such as emergency contacts, phone number and email address.

7 Renewal paperwork for your service provides updated personal information Calgary Transit Access customers can have a maximum of a three year eligibility period. 90 days prior to your eligibility expiry you will receive renewal paperwork that needs to be completed and sent back to us. This paperwork is required to ensure we have accurate personal information on file such as emergency contacts, phone number and address. Please send this back to us as soon as possible as the number of applications we process per month is high. You do not want your service to expire before we get a chance to process it. Ella Anderson Accessibility Award This award is presented by the Advisory Committee on Accessibility and celebrates an individual who emphasizes making public transportation more inclusive in our community. This year the award was presented to Stephen Hansen. In 1987 Stephen became the Coordinator, Special Needs Transportation responsible for the Senior Citizens Transit Pass program the Special Needs Taxi Service user side subsidy program, and the contracted services through Calgary HandiBus. The growth in demand for the City s specialized transportation services through the 1990 s resulted in a comprehensive review of transportation services for people with disabilities of which Stephen was appointed as the project lead. The review resulted in the transfer of responsibility for the Special Needs Taxi program and Calgary HandiBus to Calgary Transit and the expansion of accessible transit services for people with disabilities through Calgary Transit. In 1999 Stephen joined Calgary Transit as the Superintendent of Accessible Transportation Services. Over the next five years he worked on the implementation of the recommendations from the transportation services review including the formation of Access Calgary, now Calgary Transit Access, which now provides over For more information, please contact Eligibility at then press 5 or us at calgarytransitaccesseligibility@calgary.ca 1 million trips to people with disabilities annually. In May of 2016 Stephen retired from the City of Calgary to pursue other activities such as volunteer work, traveling and spending time with his granddaughter. Congratulations Stephen on this well deserved honor. Stephen Hansen (left) accepting his award from Kent Hehr, Minister of Veterans Affairs. calgarytransit.com/access

8 Calgary Transit Access Employee Recognitions Our customers have noticed the great work our staff does everyday! Calgary Transit Access is proud to take this opportunity to recognize our employees who received specific customer commendations. They are: Amandeep N 3 Amber S 1 Aneesa H 1 Angela B 1 Ashlynn H 1 Ben T 2 Blanca F 1 Carol P 1 Cheryl W 2 Dana R 1 Dave W 2 Debbie P 2 Deb C 1 Devon Y - 4 Doug B 1 Idman M 3 Jasharra P 3 Jaspreet 1 Jennifer C 1 Joanna S 3 Jodi D 1 Jodie S 1 Judy G 4 Karn D 2 Lori-Anne E 1 Margaret M 1 Matthew H 1 Mike M 1 Philip W 1 Shawne M 1 Sheila W 2 Steph M 1 Terri S 3 Wendy M 3 Yasmin 1 Congratulations to all of you! Our customers satisfaction is important to us. Thank you for taking the time to let us know you appreciate the service. If you d like to submit a commendation for one of our employees or if you have a concern about our service, please contact Customer Service at then press 4 or by at calgarytransitaccessinfo@calgary.ca. Contact numbers Calgary Transit Access From the voice menu, make your choice from the following: #1 Acrobat (24 hours daily) Automated telephone system to confirm or cancel your trips. #2 #3 #4 #5 Advance bookings (daily 9 a.m. 5 p.m. except staff holidays) Request a trip or trip change. Same-day booking inquiries (daily 6 a.m. midnight) Includes stand-by requests, late vehicle inquiries and same-day cancellations. Customer service (Mon. Fri. 8:30 a.m. 4:30 p.m.) Feedback, service concerns, compliments or general information. calgarytransitaccessinfo@calgary.ca Eligibility services (Mon. Fri. 8:30 a.m. 4:30 p.m.) Apply for service, renew registration, book an interview or change personal information. calgarytransitaccesseligibility@calgary.ca #6 Holiday hours For more information visit calgarytransit.com and click on Calgary Transit Access, then click on more about Calgary Transit Access. THIS NEWSLETTER IS AVAILABLE ONLINE: This newsletter is available on the Calgary Transit website. Go to: calgarytransit.com and click on Calgary Transit Access, then click on more about Calgary Transit Access, and click on Resources. If you would like to receive an electronic copy of this newsletter, please call then press 5. 8 calgarytransit.com/access

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