Adversaries

MATA is unable to identify an adversary

By Tim Wheat

Yesterday, MATA sent three representatives to MCIL because they did not like our request to MATAplus riders. MCIL had noted that MATA phone operators were telling people that the system was “booked” and they could not get a scheduled ride or negotiate for a trip. MCIL tweeted short videos out to ask consumers if they were being denied for a ride by MATA’s paratransit system.

Anthony Amos, the MATA compliance officer, had no response when asked if MATA had illegal capacity constraints. His only consolation is to ask that people with disabilities be patient. His concept of collaboration was that MCIL represent MATA as if MCIL were on salary just like he is. Mr. Amos seemed to believe that “cheerleader for MATA” was the only way for MCIL to work collaboratively with MATA.

Anthony Amos called us adversaries.

But people with disabilities in Memphis have a great need for the system and are heavily invested in its success. Clearly not everyone in the community has high expectations for the public transit system, but there are citizens who demand, at least, minimal compliance with the federal civil rights laws. And some people with disabilities who envision a quality system to provide a reliable, safe, accessible, clean and customer-friendly public transportation system that meets the needs of the community.

MATAplus rider’s are being denied scheduled trips and patrons are dismissed without any explanation. Some callers are told that they cannot schedule a return trip. This seems like a veiled method to simply deny the request, and people that rely on accessible paratransit have few options if they are stranded away from home. MCIL cannot be a good partner and ignore what seems like an illegal pattern of discrimination at MATA.

Allison Donald wrote a great blog piece on March 16 in the MCIL Journal titled: Trip Denials on MATAplus. https://mciljournal.blogspot.com/2018/03/trip-denials-on-mataplus.html

That same day, Allison handed a print copy of the article to the Director of the paratransit system.

The best examples of our collaborative relationship were evident at that meeting. First, the Senior Manager of Customer Experience, Ms. Tiffany Casey was on the phone and said that the problem of the voicemail becoming full had been solved. She said that two people were assigned to check voicemail and that would not happen. However, Bobbie Fields, on our staff, got the message that the voicemail was full just the day before.

MATA administration believed they had solved the phone problem, it was only by direct interaction by MCIL staff that they can get objective feedback. MATA has recognized before that they have serious problems with the system. It is only with vigilance that the continuing problems will come to the surface and hopefully be solved.

That is a simple example of MCIL’s collaborative role. A more serious issue was also evident at the meeting. The Senior Manager of MATAplus Operations, LaBarbara Houston, said that every person that calls is given a scheduled ride time. She did not believe that anyone had been told that the system is “booked.”

Although it is often said among MATAplus riders, Ms. Houston said that everyone is given a time, even if it is more than an hour from what they requested. She believed that the MATAplus agents did not just end the call with the system being “booked.”

However, many riders have heard just that statement and MCIL staff was clear that they were told the system was booked and that no alternative times or negotiation was offered. This again is something that MATA administration would not have heard if it was not for the objective view of MCIL in collaboration with MATA.

MATA administration said they have no complaints on trip denials. It is only with the collaborative relationship with MCIL that this serious potential problem is evident to MATA. MCIL has turned to MATA for help, we have made what we know available and have offered assistance. MATA customers need to see that there is a resolution to capacity constraints and MATA administration needs the objective input from MCIL to accomplish their mission.