ACAT Meeting - January 26, 2023

Minutes of Meeting:

ACAT General Meeting

Meeting Date:     

Thursday, January 26, 2023
1:00 p.m. to 3:30 p.m.

Location:

Virtual meeting via WebEx

Present:

Anita Dressler, ACAT Chair  
Erica Tanny, ACAT Co-Vice Chair
Mei Hung
Rob Lackie
Frank Lockhart
Maria Marin
Lavarnan Mehavarnan
Lauri Sue Robertson
Wangari Muriuki
Craig Nicol
Betty Rivington-Law
Howard Wax
Tammy Adams, Pool Member
Jason Osborne, Pool Member
Valdo Tammark, Pool Member

Regrets:

Gwyneth Dalzell, ACAT Co-Vice Chair

Absent:

Robert Hampson
Nicolas Paterson, Pool Member 

TTC Representatives: Michael Atlas, General Counsel
Cameron Penman, Head of Wheel-Trans
Heather Brown, Director of Customer Experience
Chrisanne Finnerty, Director, Commission Services
Matt Hagg, Manager of Customer Policy, Strategy & Foresight
Lodon Hassan, Manager of Customer Service, Wheel-Trans
Dean Milton, Manager of Strategic Initiatives, Wheel-Trans
Omar Jabbar, Wheel-Trans Transformation Program Manager
David LoPresti, Manager, Contracted Taxi Services, Wheel-Trans
Stephan Boston, Chief Instructor, Bus Transportation Training Department 
Cyril Cromwell, Engagement Consultant, Racial Equity Office, Diversity Department 
Levenson Lincoln, Customer Service Supervisor, Wheel-Trans
Brittany Manu, Anti-Racism Policy Consultant, Diversity Department
Arlen Orellana, Travel Specialist, Wheel-Trans
Warren Rupnarain, Accessibility Consultant, Diversity Department 
Natashia Singh, Customer Experience Analyst, Strategy & Foresight
Roshane Anderson, Coordinator, Human Rights and Investigations
Chris Hong, Customer Experience Analyst, Strategy & Foresight
Adrienne Isaac, Administrative Assistant, Wheel-Trans
Digna Avila, Co-Op Student, Marketing and Customer 
Experience 

Invited Guests:

Julie Osborne, TTC Board Member 
 

Items Discussed

1. Call to Order / Attendance
2. Land Acknowledgement
3. Declaration of Conflict of Interest
4. Approval of Agenda 
5. Remarks from TTC Executive – Michael Atlas, General Counsel, on behalf of Rick Leary, Chief Executive Officer 
6. 2023 ACAT Executive Elections results 
7. Remarks from ACAT Chair 
8. Announcement of 2023 Subcommittee Membership 
9. Review and Approval of November 24, 2022, Minutes 
10. Outstanding Items 
11. Deputation: Nil
12. Review of Correspondence: 
    a. Bloor-Yonge Renovation/Suicide Prevention 
13. Wheel-Trans Transformation & COVID-19 update from Cameron Penman
14. 2023 ACAT Meeting Dates 
15. New Business: 
    a. ACAT meeting method update   
    b. Operation recertification update – Stephan Boston 
16. Next Meeting – February 23, 2023 
17. Adjournment

1. Call to Order/Attendance

Anita Dressler, ACAT Chair, called the meeting to order at 1:00 p.m. and attendance was taken. 

Lodon Hassan, Manager of Customer Service, Wheel-Trans, welcomed attendees and reminded everyone that members of the public and TTC employees do not participate in the discussion unless asked a direct question or otherwise called to speak.

2. Land Acknowledgement

A member read the Land Acknowledgement. 

3. Declaration of Conflict of Interest

Nil.
 

4. Approval of Agenda

Howard Wax brought a motion to approve the Agenda as presented, Wangari Muriuki seconded. Carried. 

5. Remarks from TTC Executive – Michael Atlas, General Counsel on behalf of Rick Leary, Chief Executive Officer 

The ACAT Chair stated that Rick Leary, Chief Executive Officer, was unable to attend the meeting. Michael Atlas, General Counsel, introduced himself and discussed that he overlooks the Legal Department, which includes the Legal and Claims Sections, Commission Services, which includes running TTC Board Meetings, and he also overlooks Investigative Services. Michael read correspondence on Rick Leary’s behalf:  

The TTC is looking forward to working closely with ACAT over the next year to transform and modernize the TTC. It has been almost three years since the beginning of the pandemic and many things have changed. TTC is looking forward to making a more accessible, barrier free system. Safety, accessibility, and diversity and inclusion are top priorities. Lansdowne Station was completed in December is the 56th accessible station and elevator construction is underway at 14 other stations. ACAT celebrated 30 years in May 2022, the TTC is grateful for the guidance ACAT has given to TTC over the years and looks forward to the coming year. Michael welcomed new members and congratulated the new ACAT Executive. 

Michael discussed that TTC is concerned about violence and remains committed to working to ensure safety. There are ongoing meetings with Mayor John Tory, the Chief of Police, and the Union to determine what can be done and more Special Constables and TTC staff has been placed on the system. Michael thanked ACAT and expressed TTC is looking forward to continuing to work together to achieve everyone’s shared vision of transit. 

6. 2023 ACAT Executive Elections results 

Cameron Penman, Head of Wheel-Trans, announced the results of the Executive election for 2023. The 2023 ACAT Executive are:
Anita Dressler, ACAT Chair
Gwyneth Dalzell, Co-Vice Chair
Erica Tanny, Co-Vice Chair

7. Remarks from ACAT Chair – Anita Dressler

Anita Dressler, ACAT Chair, reflected on the impact that ACAT has had, with a vision to improve the transit system to be more accessible and commented that the impact is felt by everyone. She reminded members that they have a voice and should use that voice, ensuring that their opinion and experience is brought forward. Anita thanked the TTC staff, including Wheel-Trans staff for their support. Anita acknowledged past ACAT members who were the foundation of what ACAT means. 

8. Announcement of 2023 Subcommittee Membership 

The list of Subcommittee members had been sent to all members. 

9. Review and Approval of November 24, 2022, Minutes 

There were no errors or omissions noted.

Lauri Sue Robertson brought a motion to approve the November 24, 2022, minutes as presented, Howard Wax seconded. Carried. 

10. Outstanding Items 

Lodon Hassan, Manager of Customer Service, Wheel-Trans, provided an update on the following outstanding items:

ACAT Meeting Times
The TTC Diversity Department is preparing a report, which is expected by the end of the first quarter of 2023. The report will be provided to ACAT members for review once available. 

Honorarium
TTC intends to align with what the City of Toronto decides to do. An update with be provided shortly. 
 

Davisville Platform Motion 

Matt Hagg, Manager of Customer Policy, Strategy & Foresight, said this will be further discussed in the Design Review Subcommittee (DRS) in the first quarter of 2023. Matt advised for the motion that Staff will be moving forward with removing shelters on the northbound platform and adding additional signage on either side of the narrow areas of the platform. Staff further advised that the capital portion to reconfigure the platform will not move forward at this time as the property is expected to be redeveloped in the future and it would not make sense to do that now. DRS will have input on the placement of benches when the shelters are removed.    

11. Deputation:

Nil.

12. Review of Correspondence: 

a) Bloor-Yonge Renovation/Suicide Prevention

The ACAT Chair discussed a letter received expressing concern about suicide and mental health issues being experienced by customers on the TTC and the potential risk. A suggestion was offered about a design that might help minimize risks to customers. Anita assigned the correspondence to the Design Review Subcommittee for further discussion.

Questions and Comments from the Committee

A Member suggested the letter should have come to the Committee before being assigned to the Design Review Subcommittee. Members and TTC staff agreed to have a copy of the letter sent to all members and to discuss the correspondence at the next ACAT General Meeting. The writer will be invited to the next meeting so they know the topic is being addressed. 

13. Wheel-Trans Transformation & COVID-19 Update from Cameron Penman

Cameron Penman, Head of Wheel-Trans, provided an update about Wheel Trans. Wheel-Trans plans to upgrade the AVL system which provides us with vehicle tracking. Steps are also being taken to secure a contract to implement a new Interactive Voice Response phone system. This will enhance the experience for callers as customers will only be required to remember one contact number for Wheel-Trans. Customers will be presented with options as to which Wheel-Trans department they would like to speak to once they are connected. This will eliminate the hassle of having to remember several different phone numbers to reach different departments at Wheel-Trans. TTC continues to have internal discussions about the solution assessment for phases 5 to 8 of the Reservations, Scheduling and Dispatch software upgrades and Cameron will provide an update at the next meeting. There are now 55 ProMaster 7 vehicles in the Wheel-Trans fleet. 

In 2023 Wheel-Trans will enhance their customer re-registration campaign for customers who registered before December 31, 2017. A mobile application will be launched later this year which will give customers the ability to use many of the self-booking website features right on their smartphone.

Customer and Operator safety remains a top priority and as such, the mandatory masks/face coverings policy, where medically possible, will continue at this time on all vehicles. A reminder that this policy is still in place was included both on phone lines and on the Self-booking Website. In addition, as supported by ACAT, the COVID Health Screening questionnaire has been changed to a COVID-19 disclaimer for booking trips. Wheel-Trans will continue to roll out the plan to return to shared riding on all vehicles and Sedan Taxis will be considered for the reintroduction of shared rides over the coming months but there will be no changes for January. 

14.  2023 ACAT Meeting Dates 

Thursday, January 26, 2023
Thursday, February 23, 2023
Thursday, March 30, 2023
Thursday, April 27, 2023
Thursday, May 25, 2023
Thursday, June 29, 2023
Thursday, July 27, 2023
Thursday, August 31, 2023
Thursday, September 28, 2023
Friday, October 27, 2023
Thursday, November 30, 2023
Thursday, December 14, 2023

15.  New Business: 

a) ACAT meeting method update   

The ACAT Chair stated meetings will continue virtually via Webex and consideration for in person meetings will be given at a later date. Meeting locations, new COVID variants, and the need to be mindful of limiting exposure to members are factors in determining timelines to resume in person meetings. 

Questions and Comments from the Committee 

A member suggested considering a hybrid method for meetings. Another member suggested City of Toronto committees are still meeting online and ACAT can use what City committees do as a guideline. 

b) Operation recertification update – Stephan Boston

Stephan Boston, Chief Instructor, Operations Training Centre, provided an update about ACAT member participation in Operator recertification training. Training is only held over one day which does not allow time for ACAT members to speak. TTC plans to increase the training to two or three days in 2024 and to include an opportunity for ACAT members to speak to Operators.

Questions and Comments from the Committee 

A member asked about how drivers are trained to deal with people with disabilities. Stephan explained slides setting out previous interactions with customers with disabilities and pamphlets are used during training sessions.

16. Next Meeting

The next ACAT General Meeting is on February 23, 2023.

17. Adjournment

The meeting was adjourned on a motion by Lauri Sue Robertson at 1:44 p.m. 

Cindy Edwards 
Recording Secretary