ACAT Meeting - April 25, 2024

Minutes of Meeting:

1. Call to Order / Attendance
2. Land Acknowledgement
3. Declaration of Conflict of Interest
4. Approval of Agenda
5. Review and Approval of January 26, 2024, February 29, 2024 and March 28, 2024 Minutes
6. Remarks from TTC Executive
7. Remarks from ACAT Chair
   Memoriam – Angela Rebeiro
8. Wheel-Trans Transformation Update from Cameron Penman
9. Outstanding Items
10. Deputation:Nil
11. Review of Correspondence:Nil
12. Subcommittee Reports, Highlights and Updates
    -Communications
    -Design Review
    -Wheel-Trans Operations
13. Other/New Business
    AODA Motion
    Terms of Reference Proposed Changes Review
14. Next Meeting – Thursday, May 30, 2024
15. Adjournment

1. Call to Order/Attendance 

ACAT Chair called the meeting to order at 1:04 p.m. Attendance was taken. 

2. Land Acknowledgement 

A member read the Land Acknowledgement.

3. Declaration of Conflict of Interest 

Nil.

4. Approval of Agenda 

Motion to approve the agenda: Betty Rivington-Law

Seconded: Howard Wax

Carried: agenda approved.

5. Review and Approval of January 26, 2024 and February 29, 2024 and March 28, 2024 Minutes 

Motion to approve the January 26, 2024 minutes: Mei Hung

Seconded: Wangari Muriuki

Carried: minutes approved.

Motion to approve the February 29, 2024 minutes: Howard Wax

Seconded: Betty Rivington Law

Carried: minutes approved.

Motion to approve the March 28, 2024 minutes: Bobbi Moore

Seconded: Debbie Gillespie

Carried: minutes approved.

6. Remarks from TTC Executive –Rich Wong, Transportation and Vehicle Officer 

Rich Wong, Chief Transportation & Vehicle Officer, gave an update on the Wheel-Trans vehicles. He first acknowledged the passing of former ACAT member, Angela Rebeiro and her work as an ACAT member. The vehicle RFP for the new Wheel-Trans E-Bus has been posted online, the pilot project is expected near the end of the year for feedback. TTC awaits the final funding for the subway trains and will look to ACAT for recommendations. They are working on the 10-Year Plan and will again reach out to ACAT to participate.

7. Remarks from ACAT Chair 

a. Memoriam – Angela Rebeiro

ACAT Chair remembered the contributions made by former ACAT member Angela Rebeiro, noting that she passed away on April 19, 2024. 

Other members also spoke about the incredible contributions made by Angela and the members all sent their condolences to the family. One member noted that the extra benches that you see on the subway platforms were due to Angela’s taking the initiative to push for more seating at subway stations.

The Chair noted that April is volunteer month and thanked the ACAT members for their hard work, sharing their experience and expertise. She expects the subcommittees to be very busy going forward and recommended that additional diversity sessions be held on topics that impact accessibility.

8. Wheel-Trans Transformation & update from Cameron Penman 

Cameron Penman, Head, Wheel-Trans, provided a Wheel-Trans update. The TTC conducted hybrid Public Consultations for Wheel-Trans and Family of Services (FOS) along with an online survey, as a result of the TAAC motions approved by the TTC Board.  He summarized some of the feedback that was provided and this information would be sent to ACAT subcommittees for review and discussion. A lot of the issues were noted with the experience on the conventional system and they would be working with that group. 

The Request for Information (RFI) for the new Automatic Vehicle Location (AVL) and Interactive Voice Response (IVR) systems was posted. The subsequent Request for Proposals (RFP) for the new systems is expected to be posted sometime in the summer.

Phases 5-8 of the Reservations, Scheduling, and Dispatch software upgrades are in the final stages of negotiations with the vendor and are working on timelines and quotes.

The re-registration campaign continues to progress successfully. Approximately 800 additional legacy customers have re-registered in 2024, bringing the total to close to 15,000 customers. Fewer than 5,000 active customers remain to be re-registered.

Wheel-Trans continues to add additional 7m ProMaster vehicles to the fleet, replacing the older ‘Friendly’ buses. There are over 130 of the newer buses in service, with a total expected when complete of 137.

Questions and Comments from the Committee

A member spoke about their participation representing ACAT on the panel. They also noted that feedback was primarily on the conventional system. They felt it was important to carry the message from ACAT, letting people know that they are represented and that ACAT is providing input to make the system more accessible for everyone. It is important that ACAT represents the community and supports customers using the conventional system. They recommend ACAT members review the presentation Wheel-Trans representatives made at the Toronto Accessibility Advisory Committee; available on YouTube.

A member noted that ACAT provides advice and information to the TTC and in some ways felt they were leading the world in accessible transit. When the TTC becomes fully accessible, it will be the only one that has it.

A member noted that when travelling on the FOS system and booking a trip with a notation stating they have a Service Animal, they are often put in with two other passengers. Service Animals are counted as a passenger, therefore, causing problems if there are two other passengers in the vehicle.

Another member had noted the same thing, even when their profile was updated with the Service Animal.  David LoPresti, Manager, Contracted Taxi Services, Wheel-Trans explained they are aware and are working on resolving the issue.

A member noted that regarding the registration forms, they noticed that some people bring the printed form and the support person card application. This is an accessible way to provide this but a lot of people might have a different perspective on this, that the form takes too long or having the health provider fill out the form is too expensive. Cameron Penman understood the issue, but they want to make sure the application captures all of the information prior to the assessment. Customer Service can also be asked to assist in filling out the application and it is available online.

A member asked about accessing the application if a senior does not have access to a computer or accessing the application. There was also discussion about making the application available in other languages and TTC staff travelling to different target locations to help people fill out the form. They noted the statistics that 72% of people using the Wheel-Trans service are over the age of 65 and another large number over the age of 50 and therefore might not be as tech savvy as the younger generation. Cameron stated they are working hard to make it accessible to more people, including travelling to target populations and areas to assist potential customers in filling out the form and telling them about the service. They also will be providing the application in 16 of the most common languages spoken in the Toronto area.

Cameron confirmed this information would be in the 10-Year Plan they are preparing.

A member asked if they could target specific areas where people have not registered and would probably need their services. Cameron Penman confirmed that they do have this ability and they would take this suggestion back. Currently there are Community Outreach initiatives being offered to assist Wheel-Trans customers with re-registration efforts.

A member commented that making the application available in different languages may not be the most efficient way of getting this information as their answers would need to be translated. TTC staff explained the forms are primarily yes or no answers that only required a checkmark. They suggested that providing an information sheet in those languages might be more helpful. Staff will take this suggestion back.

9. Outstanding Items 

1. Recommendation for Honoraria:

Board Approval will be sought for the additional honoraria. Expected implementation is 2025.

2. Scarborough City Centre Motion

Update expected in Q3 2024.

3. Recommendation to Honour Sam Savona

       Update expected in Q2 2024.

10. Deputation 

Nil.

11. Review of Correspondence 

The Chair noted that the information and feedback from the Wheel-Trans Public Forums held last week would be forwarded to the Subcommittees for discussion and feedback.

A member suggested that before the items are sent to the subcommittees to be transparent they should go through the ACAT General Committee. The Chair noted that it will come back to the General Committee when the Subcommittees have feedback, discussion and recommendations.

12. Subcommittee Reports, Highlights and Updates: 

Communications Subcommittee (CS)

Heather Brown, Director, Customer Experience, gave the report for the meeting held April 4, 2024.

A presentation was made by Laura Lehming, Coordinator, Wayfinding and Signage, regarding the proposed signage for closures and recommended that the same presentation to be made at SPS and the ACAT General Meeting. The interactive presentation asked members for feedback on their experience during closures and what information they would look for or have seen when travelling during a closure. This feedback was requested to be submitted to Sofia Rizzo, Customer Communications Specialist, by June 3, 2024 so it can be shared with Laura as the signage work progresses. Jeff Short, Senior Accessibility Planner, provided an update on the 5-Year Accessibility Plan. The TTC has reviewed feedback provided in Phase 1 consultations, and are currently drafting goals and objectives for the plan.

Questions and Comments from the Committee

A member asked if there was a reason the Kennedy bus was so far away at Kennedy Station and commented the new signage directing customers to the different buses at this station were much improved.

The next meeting will be held on May 2, 2024, at 1:00 p.m.

Design Review Subcommittee (DRS)

Jeff Short provided the April 2, 2024 meeting update, noting the meeting time was changed to a different date and time (10 a.m. to 12 p.m.) to accommodate staff schedules that day.

The team from Metrolinx, Arcadis and Scarborough Transit Connect provided an overview presentation on the new Scarborough Subway Extension. This project will include three new stations. Members had questions on topics such as: whether centre versus side platforms are preferred from an accessibility perspective; concern over the number of entrances at Scarborough Centre Station due to the anticipated pedestrian traffic; and unintended customer access to staff service levels in stations, which Metrolinx assured members would be key operated and not available to access by customers. Members also wanted to confirm there will be tactile attention indicators at the platform edge and top of stairs, which was confirmed by Metrolinx. There was a suggestion that the signage be revisited at Sheppard East Station to make it easier for non-sighted customers to determine which transit line they are accessing. Metrolinx asked for ACAT feedback on the new elevator intercom touch screens, such as where the intercoms would be located. Metrolinx also asked about the design of raised crosswalks at PPUDO (Passenger Pick Up and Drop Off) vehicular entry points at stations.

The next meeting will be May 14, 2024 at 1:30 p.m.

Wheel-Trans Operations Subcommittee (WTOS)

Mei Hung, WTOS Chair, gave the report for the meeting held April 17, 2024.

Mohammed Shaikh, Divisional Manager, Operations, Wheel-Trans had discussed upgrading the current PRESTO devices and are considering replacing the portable Mobile Fare Transaction Processor (MFTP) on buses with a permanent fixed solution like conventional buses. Marco Iorfida, Scheduling and Policy Specialist, Wheel-Trans, provided an update on their work and highlighted a significant change at West Park Hospital with most patients and programming being moved to a new building, creating a new landmark location and updating the address. Although, being in the same location, the new municipal address will impact trips for both regular and occasional customers. Brochures are being updated for the 405 A and B Community Bus routes. The complaints were summarized by Levenson Lincoln, Assistant Manager, Customer Service, Wheel-Trans.

The next meeting will be held on May 8, 2024, at 1:00 p.m.

Questions and Comments

Mohammed Shaikh clarified that the PRESTO devices would be in the same location as the conventional bus, the only change would be they would no longer be portable.

A member asked for clarification on Community Bus routes 405 and 406. Staff clarified the 405 is Etobicoke and the 404 was the East York route.

A member asked for clarification on the 10-minute warning call and it was explained that the call comes 10 minutes prior to your booked trip. Not all contracted vehicles are equipped with the GPS system, but David LoPresti stated they are working to outfit both Beck and Royal in the next few months.

A member asked if there were still eight “life happens points” allowed for no shows. Levenson Lincoln, Assistant Manager, Customer Service, Wheel-Trans, confirmed there are eight “life happens points” allowed per month, but customers have the ability to contact customer service with an explanation of a no show and it will be removed from their file.

A member asked if the 10-minute warning call might have lowered the no show rate and Levenson Lincoln confirmed that the no shows and no show complaints have gone down since the 10-minute call was implemented.

13. Other/New Business 

1. AODA Motion

   Motion will be revisited at the next discussion.

   b. Terms of Reference Proposed Changes Review

   Alexandra Nicastro, Administrative Assistant, Wheel-Trans, provided ACAT members the opportunity to discuss the proposed changes in the Terms of Reference (TOR).

   New member orientation and Training (Section 3.7 of TOR)

   Mandatory training for ACAT members scheduled by TTC at the start of the term.

   Members noted that the wording in this section lacked specificity on who determines the mandatory training and what training that would be. The Committee recommended that the AODA motion proposed at an earlier meeting also plays into this and it should be dealt with first. Howard Wax, who proposed the motion, confirmed he was unwilling to withdraw it at that point. The Chair also noted that they must decide if the training should be taken annually, along with other clarifications. Alexandra Nicastro agreed to contact the City of Toronto for their requirements for the training and align with their policies.

   Pool member vacancies (Section 4.7.2 of TOR)

   A policy to replace Pool members in case of a vacancy.

   Members did not feel that replacement of Pool members was necessary as the likelihood of 4 full members and/or 4 Pool members leaving within the year is very low. Additionally, members pointed out that if a candidate was invited to replace a Pool member during the year, they would not have participated in the same training, and they would not have attended any of the meetings earlier in the year (longer learning curve). The members were also concerned that this removes the autonomy of the Executive being able to choose Pool members being moved to full members based on their experience and skills. The Terms of Reference also refer to 2-4 Pool members, so replacing one is not necessary. Alexandra Nicastro will reach out to the City of Toronto to determine their policies around Pool members.

   Granting Pool member voting rights at subcommittee meetings (Section 7.4.1 of TOR)

   The members were against granting voting rights to Pool members at subcommittee meetings and recommended finding another way to ensure quorum at the meetings.

   Pool members not attending in-camera sessions (Section 7.7 of TOR)

   The members recommended reaching out to the City of Toronto to determine what their standard is for Pool members attending in-camera sessions. A member commented that the Pool members are held to the same standard as full members and that if they were not allowed into these meetings, it would be more difficult for them to step into a full position if someone steps down.

   Honorarium (Sections 12.3 and 12.5 of TOR)

   The members took issue with the word honorarium and recommended removing the words “taxable benefit” as that is subjective. It was recommended that staff reach out to the City of Toronto to determine their standard, whether they give T4A’s for their volunteers and align with them.

   Training (Section 13 of TOR)

   Alexandra Nicastro will be reaching out to the City of Toronto regarding their training policies.

   The updates will be implemented and will recirculate to the members.  Any changes should be sent by May 10, 2024 for implementation to ensure it is ready for the July 2024 TTC Board meeting for addition in the upcoming budget discussion. TTC staff are looking to receive approval from ACAT members on these changes at the next ACAT General Meeting.

   A member suggested it would be helpful to have a definition page. Jeff Short recommended putting it into the ACAT member manual instead

14. Next Meeting 

Next ACAT General Meeting: Thursday, May 30, 2024.

15. Adjournment 

Meeting adjourned by motion by Debbie Gillespie at 3:21 p.m.

Cindy Edwards
Recording Secretary