ACAT Meeting - May 30, 2024

Minutes of Meeting:

ACAT General Meeting

Meeting Date: 

Thursday, May 30, 2024 1:00 p.m. to 3:30 p.m.

Location:

Hybrid meeting via Teams

Present:

Anita Dressler, ACAT Chair
Betty Rivington-Law, ACAT Co-Vice Chair
Erica Tanny, ACAT Co-Vice Chair
Mei Hung
Debbie Gillespie
Bobbi Moore
Maria Marin
Lavarnan Mehavarnan
Angela Marley
Lori Bailey
Frank Lockhart

Pool Members

Michelle Pena Escobar
Paul Manna
Roberta Butler

Regrets:

Tammy Adams
Howard Wax
Chau Sheung Wong
Oda Al-Anizi
Wangari Muriuki

TTC Representatives:

Cameron Penman, Head, Wheel-Trans
Levenson Lincoln, Assistant Manager, Customer Service, Wheel-Trans 
Heather Brown, Director, Customer Experience, Marketing and Customer Experience
David LoPresti, Manager, Contracted Taxi Services, Wheel-Trans
Jeff Short, Senior Accessibility Planner, Strategy & Foresight
Lodon Hassan, Divisional Manager, Customer Service, Wheel-Trans
Keisha Campbell, Chief Diversity and Culture Officer
Stephan Boston, Chief Instructor, Bus Training
Dean Milton, Manager, Strategic Initiatives, Wheel-Trans
John Boucher, Manager, Vehicle Maintenance, Lakeshore Garage
Natalie Francis, Manager, Planning and Policy, Wheel-Trans
Omar Jabbar, Project Manager for Wheel-Trans
Alexandra Nicastro, Administrative Assistant, Wheel-Trans
Sneha Madhuri, Communications Advisor, Corporate Communications
Ike Onuoha, Program Manager, Vehicle Procurements, Wheel-Trans
Arlen Orellana, Travel Specialist, Wheel-Trans
Ainsley Dennis, Travel Specialist, Wheel-Trans
Mohammed Shaikh, Divisional Manager, Wheel-Trans
Christina Saad, Advisor/Investigator, Diversity
Ross Visconti, Project Manager, Wheel-Trans
Andrew Dixon, Head, Special Constable Service
Mike Macas, Chief Engineer, Vehicle Programs 

Items Discussed

1. Call to Order / Attendance
2. Land Acknowledgement
3. Declaration of Conflict of Interest
4. Approval of Agenda
5. Review and Approval of April 25, 2024, Minutes
6. Remarks from TTC Executive
7. Remarks from ACAT Chair
8. Wheel-Trans Transformation Update from Dean Milton
9. ACAT Terms of Reference Revision – pending, might be deferred to June meeting due to waiting on City of Toronto info.
10. Outstanding Items
    a. Sam Savona Tribute Update
    b. ACAT Honorarium Update
11. Deputation:
    a. Guide Dogs in Contracted Taxis – Reg Sullivan
12. Review of Correspondence: Nil
13. Subcommittee Reports, Highlights and Updates
    - Communications
    - Design Review
    - Service Planning
    - Wheel-Trans Operations
14. Other/New Business
    a. AODA Motion
15. Next Meeting – Thursday, June 27, 2024
16. Adjournment

1. Call to Order/Attendance 

ACAT Chair called the meeting to order at 1:30 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 

The Chair amended the agenda to move item 11 (Deputation) to item 9 the ACAT Terms of Reference Revision and item 12 Review of Correspondence to item 10 Outstanding items.

Motion to approve the agenda as amended:  Debbie Gillespie
Seconded:  Betty Rivington-Law Carried:

Approved.

5. Review and Approval of April 25, 2024 Minutes 

Deferred to the June meeting for further amendments.

6. Remarks from TTC Executive – Keisha Campbell, Chief Diversity and Culture Officer 

Keisha Campbell, Chief Diversity and Culture Officer, thanked ACAT for their important contributions to making the TTC more accessible. She wished everyone a happy National AccessAbility Week and summarized some of the projects that the TTC had going on to celebrate. Wheel-Trans’ RFP for electric buses had no successful bids. TTC has taken this back to revisit the criteria and will be reposting. The team had been working on anti-racism and anti-Asian hate campaigns. June will kick off Pride Month and Indigenous History Month. ACAT members were given a look at the new wrap on the Wheel-Trans buses, celebrating Indigenous artists.

7. Remarks from ACAT Chair 

The Chair noted condolences for the family of Jaye Robinson, former City Councillor that passed away recently.  Jaye was an advocate for many causes and social change. The Chair asked for a moment of silence.

The Chair noted that the minutes for the first quarter of ACAT meetings were accepted by the Board. She spoke about Rick Hansen and the impact he made for accessibility starting back in 1987. She also noted that with more people using accessibility features, the TTC should be commended for being a leader. 

8. Wheel-Trans Transformation & update from Dean Milton 

Dean Milton, Manager, Strategic Initiatives, Wheel Trans, provided a Wheel-Trans update. They are in the process of reviewing the survey results received from over 800 submissions, as well, gathering and organizing the specific questions asked and comments made at the Public Consultations on April 16th and 18th and organizing them according to the specific motion. 

He also summarized the number of people that attended both online and in person at the Forum events, the number of questions asked and the efforts made to communicate the events to customers with disabilities, their family and support persons, as well as organizations that support persons with disabilities.

The TTC communicated these public consultations to their 39,000 active WT customers and the public in the following ways;

• Content on ttc.ca in the Latest News section
• Content on the Wheel-Trans Self-booking Website
• Social media 
• News release 
• E-mail blast to Wheel-Trans customers  E-mail blast to members of TTC’s Advisory Committee on Accessible Transit (ACAT) 
• Wheel-Trans newsletter
• TTC stakeholder newsletter (Senior)
• Councillor update
• TTC staff newsletter
• E-mail blast to stakeholders and community-based organizations that provide support services for people with disabilities
• Message on the Wheel-Trans Interactive Voice Response (IVR)
• Front-end messaging on Wheel-Trans Reservations and Wheel-Trans Customer Service phone lines
• Mobile alert to TTC customers
• Content on platform video screens across all subway stations

Meeting Attendance   

	Session 1: April 16	Session 2: April 18	Total Participation
Online	13 People	19 People	32 people
In-Person	46 People	26 People	72 People
TOTAL	59 People	45 People	104 People

Meeting Participation

	Submission of questions and comments
Questions Asked Live	53
Written Comment Cards	15
Online Question/Comments	19
Total Question/Comments	87

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

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

The re-registration campaign continues to progress successfully. Approximately 1,100 additional legacy customers have re-registered in 2024, that brought the total left to re-register close to 4,000. 

Wheel-Trans continues to add additional 7m ProMaster vehicles to the fleet, replacing the older ‘Friendly’ buses. There are 134 of the newer buses in service, with a total expected when complete of 137.

The results for the 2024 Wheel-Trans Customer Satisfaction survey were received and will be shared with WTOS (Wheel-Trans Operations Subcommittee) soon. The TTC has hired two more Travel Training Specialists, bringing the total number to four specialists.

Questions and Comments from the Committee.

A member commented that the feedback received at the Forum were from people using the conventional system and not feeling comfortable and asked if that was factual. Dean confirmed that some of the issues raised were around safety and crowding, as well as some concerns that certain TTC operators are not always providing the necessary  accessibility accommodations required, the TTC would be paying closer attention to going forward. 

11. Deputation 

a. Guide Dogs in Contracted Taxies – Reg Sullivan

This customer made a deputation regarding three specific issues when travelling on Wheel-Trans with a guide dog. Scheduling issues are a main concern. When customers request a ride, there is a note in their profile and request stating they are being accompanied by a service animal. They ask that Wheel-Trans accounts for the guide dog as an additional body in the vehicle.

Sherri Cohen confirmed issues regarding guide dog and service animals not being accommodated especially by contracted taxis.

Additionally, customers have experienced issues with drivers denying guide dogs, leading to them needing to negotiate with the driver in order to have their ride. They ask TTC ensure that drivers are properly trained on the AODA and the laws around service animals.

Finally, the deputant asked that there is consistency with drivers arriving at their house and properly notifying customers of their ride arrival. Sometimes, drivers knock and immediately go back to their car without offering assistance. This is not an issue with Wheel-Trans bus drivers, they are consistently courteous and helpful. 

Questions and Comments

A member asked if calling customer service resolved the issue when there had been problems with the number of passengers. Reg Sullivan noted that more often than not, they spoke with the priority line, and they were defensive, rather than helpful.

A member asked if there is a notation on the customer’s file that ensures the driver knows the person is blind and required an escort/assistance to get to the car? 

A member asked if there is a law that drivers must take a service animal and it was confirmed that the AODA and Human Rights legislation requires accommodation.

David Lo Presti, Manager, Contracted Taxis and Sedans, Wheel-Trans answered some of the questions posed by Reg Sullivan. He noted that their team has been working diligently to address these issues. This included re-education of the sedan taxi companies and the drivers, along with an overhaul of the scheduling system. This included the assurance that the sedans would only book the number of passengers to include the correct space for the Guide Dog. 

A member commented that it is very important for the sedan drivers to understand that people that are blind or have low vision might require more assistance to reach the car. Also, it might help to have an idea of what type of vehicle you are going towards, to assist in easy entry.

A visitor commented that when they were entering a sedan taxi, the driver asked if they would be bringing their guide dog, they would not be asking this question of somebody with a wheelchair.

A member asked if the municipality had any standards for the size of the taxi vehicle, both the interior and the trunk with the addition of smaller EV vehicles for use with the sedan taxi options. David Lo Presti did not believe there were standards on size in Toronto but would have to take that back and report back to the ACAT members.

12. Review of Correspondence 

a. Stephanie Pilon, Manager of Advocacy and Campaigns, CNIB

David Lo Presti and his team would respond to the correspondence.

The Chair asked that a copy of the correspondence be sent to ACAT members.

The Chair thanked the Deputants for bringing this forward; the TTC and ACAT take this issue very seriously and will be working to make further improvements.

9. ACAT Terms of Reference Revision 

This item was deferred to the next meeting.

10. Outstanding Items 

a. Sam Savona Tribute Update:

The TTC would be honouring Sam Savona by naming the College Station elevators after him. There would be a ceremony when they are commissioned in 2025 and a plaque on the outside.

b. ACAT Honorarium Update:

It was confirmed that the honorarium would be included in the 2025 budget.

Questions and Comments

The Chair recommended inviting past ACAT members to the ceremony for dedicating the Sam Savona elevators.

A member asked if the ACAT has a line item in the budget for expenses, including the upcoming honorarium. Cameron Penman, Head, Wheel-Trans, confirmed there was a line item for ACAT expenses.

A member asked if Sam Savona’s family had been included in the decision to name the College Station’s elevators. TTC staff confirmed the family had been consulted and were supportive of the decision. A member asked if there would be somewhere else that ACAT members names are put to honour them. Another member had suggested that there is a plaque somewhere and recommended checking the CEO’s office.

Motion to approve that ACAT accept the staff suggestion to honour Sam Savona in naming the College Station elevators being commissioned in 2025 after Sam Savona in consultation with his family: 

moved by Debbie Gillespie
Seconded:  Angela Marley Carried: With a unanimous vote.

13. Subcommittee Reports, Highlights and Updates: 

Communications Subcommittee (CS) 

Frank Lockhart, CS Chair, gave the report for the meeting held May 2, 2024.

Summary Highlights

• Heather Brown, Director, Customer Experience, Marketing and Customer Experience made a presentation on the Community bus routes.
• The seasonal High Park route will run from June – October this year using a Wheel-Trans bus.
• Members voiced concerns regarding High Park station not being accessible.
• Sneha Madhuri, Communications Advisor, Corporate Communications, updated the committee on the brochures which are now available on community buses and stations that service them, along with Wheel-Trans fare pass discount program.
• Jeff Short provided an update on the 5-Year Accessibility Plan.
• Sofia Rizzo provided an update on 2025 ACAT recruitment.
• New business items:
  • Volume issue on Wheel-Trans Mobile App

Questions and Comments

A member commented that they heard from people that the Wheel-Trans bus was being turned away by security staff at High Park. It is great that this had been rectified and will pass this along to their Etobicoke and Toronto chapters of the Canadian Foundation of University Women.

A member commented that the High Park Station is not accessible and was told they would be taken by Wheel-Trans to the closest accessible station to High Park or be provided with door-to-door service to High Park. ACAT members agreed that this was a very difficult route and recommended that the TTC immediately look into making changes to the route. This could include stopping at two stations, one accessible and High Park or having the season service out of an accessible station.

Natalie Francis replied that this service was the same as last year, only they are using a Wheel-Trans bus instead of the conventional bus as it was too big to negotiate the park. She also noted that Wheel-Trans customers would have door to door service to the park. Staff will take back the ACAT comments about the seasonal High Park route.

The next meeting will be held on June 6, 2024, at 1:00 p.m.

Design Review Subcommittee (DRS)

Lori Bailey provided the May 14, 2024 meeting update for the DRS.

Summary Highlights

• Brian McGuire, Expansion Stations Director spoke to continued discussions on the Scarborough Subway Extension (SSE).
• He confirmed station staff and supervisors will monitor the stations, there will be retail in stations.
• An SSE outstanding items log was created to consolidate members’ concerns.
• Station signage was discussed and members spoke to the importance of consistency of signage in all stations.

Service Planning Subcommittee (SPS)

Debbie Gillespie, SPS Chair gave the report for the meeting held May 21, 2024.

Summary Highlights

• Aleks Todorovski, Development Coordinator, Property, Planning & Development provided a presentation on the barrier free path of travel within entrance connections to TTC stations.
• Member feedback included:
  • Lack of reliability of automatic door openers (ADOs) at third party entrance connections.
• TTC staff confirmed ADOs at North York Centre will be replaced soon.
• TTC staff mentioned that new snow removal agreements are in place.
• Recommendations for additional staff training were made regarding access and safety issues at third party elevators at Dundas Station.

The next meeting is June 18, 2024, at 2:00 p.m.

Wheel-Trans Operations Subcommittee (WTOS)

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

Summary Highlights

• Ross Visconti, Project Manager, Wheel-Trans provided an update on the Wheel-Trans Mobile App. Developers are working on fixing the volume issue.
• The committee was provided an update on new travel training initiatives and information regarding appeal panels.
• There was discussions around concerns with service animals and Wheel-Trans service. Wheel-Trans staff assured members that they are seriously dealing with these issues.
• An update on stops and landmarks was provided with information on the High Park summer route that will be using a Wheel-Trans bus.

The next meeting is scheduled for June 12, 2024.

14. Other/New Business 

a. AODA Motion Motion will be revisited at the next meeting.

15. Next Meeting 

Next ACAT General Meeting: Thursday, June 27, 2024 at 1:00 p.m.

16. Adjournment 

Meeting adjourned at 3:24 p.m. on a motion by:  Betty Rivington-Law 

Cindy Edwards
Recording Secretary