Trolley

Segregated Grand Re-Opening

By Tim Wheat
MATA got the Main Street Trolley running today. MCIL had asked that they test the lifts at each stop and MATA administration assured us that each stop would accessible today. Alvin Pearson, MATA Director of Operations, told me directly today that all the stops are accessible.

But they were not.

The Trolley’s starting point at the Trolley Barn is not accessible. Mr. Pearson said MATA was just boarding at the barn so that people did not have to walk to the Hudson Station stop. That is true, the Barn is not a typical stop, and does not have an accessible lift like the other Main Street stops. Having the opening at the barn, however, made it impossible for people with disabilities to be on the grand opening Trolley ride.

All patrons were welcomed on the Trolley, except people who use wheelchairs. The maiden voyage of the Trolley left the barn on its segregated Grand Re-Opening. The mayor, some City Council members and Representative Steve Cohen were packed on the Trolley with other dignitaries and interested citizens. 

Gary Rosenfeld, the CEO of MATA started the event and said it was important for a transit company to be on-time. As I watched the Trolley make its way down Main Street, I wondered if the Trolley was thirty years behind, or fifty years too late.

MATA blames riders for poor service

Poor management and inferior administration the real problem

By Allison Donald
During April’s MATA board meeting, CEO of MATA Gary Rosenfeld discussed his plans to improve the paratransit service.   MATAplus has over 7,183 customers on that are eligible to receive paratransit service. In February MATAplus ran 18,892 trips and just over 20 percent (4,273) were cancelled. 

Mr. Rosenfeld omitted the reasons for the cancellations and placed the delivery of subpar service at the feet of the riders due to cancellations.  He only explained how cancellation effects the delivery of service, he did not take responsibility for dispatchers failing to communicate to the drivers.  Cancellations are part of every system, it is MATA that fails to properly manage their resources.

MATA has both a cancellation policy and a “no-show” policy for riders. It is especially inept of the MATA administration to attempt to blame the poor management of the system on the patrons.

Gary Rosenfeld also highlighted staffing problems as to why MATAplus has subpar service.  He stated that the shortage of bus operators has played a role in MATAplus not being able to meet the standard of service MATA would like to provide. Again, Mr. Rosenfeld seems to blame operators for what is a management responsibility. MATA administration should realize that it is their job to train and keep personnel to effectively operate the system.

MATAplus is now fully staffed in reservations department with six people taking live bookings one in training and one person assigned to the voicemail. According to Mr. Rosenfeld the goal of the reservations department is to answer each voicemail within the hour that the person places the call. However, even with the reservation department being fully staffed has not eliminated the problems rider’s have with the phone service and making reservations. Again, the cause seems to point back to poor administration.

During Rosenfeld’s presentation to the board he did point out some possible changes that MCIL had requested to improve MATAplus service.  For example, MATA is reviewing software so paratransit riders can have the ability to book trips online and starting May 21st MATAplus certified riders will be able to use the fixed routed for free.

“I would like to see some feedback from MATA at the next city council meeting” said Jamita Swearengen the Memphis City councilperson liaison. The next City Council meeting is scheduled for May 8th.

MATA not making Called Stops

Memphis Transportation Advisory Committee

The monthly MTAC meeting was dominated by discussion of the called-stops currently on the MATA fixed-route system. Called-stops are the announcements that the bus operator or automated system audibly make to inform passengers where the bus is.

Called stops are an important accommodation for bus riders who are blind or visually impaired. They are also important for people with cognitive disabilities who may learn to use the fixed-route rather than being stuck in the paratransit system. The Americans with Disabilities Act requires that called-stops should include transfer points, major intersections, landmarks as well as stops requested by passengers.

MATA administration recognizes that the current announcement system is not compliant with the ADA. Without MTAC guidance, the MATA administration and the MATA ADA Compliance official would have never recognized the civil-rights limitation of the system and the exposure to a federal lawsuit.

Notes from the March 22, 2018 bus ride listed on the MCIL Journal show just one example of the problems in the MATA called stops. First the Route 34 did not make any audible announcements. The Route 50 had clear announcements, but it did not list crossing routes, major landmarks (the public library) and important intersections (East Parkway).

MATA administration admitted that all bus announcements lacked the basic compliance to the federal guidelines. Typically, the MATA announcements will be at the time-points listed on the schedule and there are alternating messages to patrons about MATA policy or services.

MTAC is looking at two main goals of bus stop announcements and a re-determination fair for MATAplus. MATA administration last night at the City Council meeting said they were “rolling out” free fares for certified Paratransit riders who ride the fixed-route. They also announced at the MTAC meeting that MATA was looking into purchasing 17 accessible bus shelters with advanced features.

Of course many Memphians are looking forward the MATA rolling out the Trolleys on April 30 at 11:AM.

Testamony of Martha Eaton

Comments for the MATA Board of Commissioners

By Martha Eaton

I appreciate MATAplus transportation because it is my only transportation.

We have a problem in getting to the operator to set an appointment. Recently I was put on hold for 15 minutes, than the phone hung up. So I lost my opportunity to get a ride.

Last Saturday I left my request with Mr. Gregory.  He was to call Sunday around 12. I hadn’t made it in from Church so I called at about 2 and I asked for Ms. Brenda. She informed me she was sorry but I couldn’t get a ride for this past Monday.

We are part of this environment and wish to be treated fairly.

MATA cannot ignore people with disabilities

Details of poor service relayed to the Memphis City Council

By Christina Clift
At last night’s meeting of the Memphis City Council people with disabilities showed up and showed out to express their frustration with the state of MATAplus services.  Speakers included Ruth Hibler, Allison Donald, Christina Clift, Dr. Gladys Jones, and Stephanie Jones.  

At the end of the City Council meeting, it was our turn to provide public comments.  Allison Donald and I had comments from the National Federation of the Blind of Tennessee and the Memphis Center for Independent Living regarding MATA’s continued practice of illegal capacity constraints when it comes to making reservations and booking trips.  

Ruth Hibler did an excellent job detailing her experiences as a MATAplus rider and the poor quality of service that she’s received.  She asked that something be done to improve customer service at MATAplus and that she wanted to be treated like a citizen.  

But the best part of the night came at the end after our last speaker, Dr. Jones spoke about her experiences as a MATA rider.  Dr. Jones is a former lobbyist for the city of Memphis and the daughter of Rufus Jones. 

“I know you, I know where you come from, I know your family and believe your words,” said Councilman Joe Brown. “I don’t believe what MATA’s management had to say.” 

We cannot lose our momentum gained from yesterday’s City Council meeting and plan to attend the next MATA board meeting scheduled for Thursday, April 26, 2018 at 3:30 PM at 1370 Levee Road.  MCIL along with our community partners will not give up until MATAplus is a first-class service for all Memphians with disabilities.

Prior to the public comments, Mayor Strickland was right on schedule with his proposed 2018-19 budget which is traditionally announced during the second City Council meeting in April.   The Mayor began with a highlights from his proposed budget which included increased funding for city services such as police, libraries, and parks.  Unfortunately public transportation was not specifically mentioned during his address to the City Council.  MATA is asking for an additional 30 million dollars to fund the suggested changes proposed by Memphis 3.0 to upgrade the existing fixed route system.  But there didn’t seem to be anything to controversial in Mayor Strickland’s proposal.  MCIL will stay tuned when more becomes available.    

YOU can help with Memphis Transportation

Creating a NEW Transit Vision for Memphis. We need your input!

Innovate Memphis and Memphis 3.0 are working to bring better transit to Memphis. Our Draft Transit Vision shows what is possible in the next four years with new investment and a redesign of our bus system.

• 17,000 more jobs reachable in an hour by transit for the average Memphian — a 39% increase.
• 45% more jobs reachable in an hour for minority residents and 49% for low-income residents.
• 79,000 more people and 103,000 more jobs near frequent service (every 15 minutes).           
  

How does the Draft Transit Vision achieve this?

• A new investment of $30 million per year in transit.
• New and redesigned bus routes that change how people connect across the city.
• New routes with more frequent service: that means less waiting and going further, faster.
• More weekend and evening service.

There are a lot of positive outcomes with the Transit Vision, and it is still a draft vision. Your input is needed, today, to make it the vision for you and your community. Learn more by reading our Transit Vision Draft Recommended Network and take the survey here.   

This project is being conducted by Innovate Memphis and the City of Memphis, in partnership with Memphis Area Transit Authority (MATA) and the Memphis Metropolitan Planning Organization (MPO), as part of the Memphis 3.0 Comprehensive Plan. Technical support for the project comes from a consultant team led by Jarrett Walker + Associates.

MATAplus continues to provide erratic and inconsistent service

STAC Report for April

 

By Allison Donald, STAC Chair
During the April meeting of the Specialized Transportation Advisory Committee (STAC) several goals were discussed that will directly affect MATAplus riders, by engaging members of the community to take a vested interest in a functioning paratransit system.  Attendees of the meeting were Allison Donald (Chair), Rexcey Bowers (Co-Chair) Christina Clift (MACCD representative), Anthony Amos (MATA Disability Coordinator), STAC members  Bobbie Fields, Russell Jones, Curtis Tillman, as well as guests Latasha Shelton, Lonnie Collins, Yalonda Bradley-Bowers and Tierney Lee. 

Each person at the meeting felt that it was important to have accurate information about MATAplus. Currently MATAplus provides erratic and inconsistent service and riders are not clear on how the system works. Rider's and MATAplus operators often spread erroneous information word-of-mouth to other patrons creating a gap in understanding the paratransit system.

The STAC committee will be reaching out to disability related organizations such as the Arc of the Mid-South, the Clovernook Center for the Blind and Visually Impaired, and the Memphis Council for Citizens with Disabilities to get there feedback on the new rider’s guide and the new MATAplus application. STAC is also asking about the new re-certification form MATA has created to simplify the process of recertifying MATAplus users.

“I have no problems with any of the suggestions that might be made during this process,” said Anthony Amos of MATA.

The application process is just one obstacle MATAplus riders have to face.  The phone system also contributes to the ongoing problems as well.  According to Mr. Amos the phone system was updated. However, there were still some questions raised by STAC members regarding checking the voicemail and the new procedure in which reservations are being taken. 

Both Anthony Amos and members of STAC acknowledged that some work still needs to be done on both sides to understand how this process is going to work going forward. 

STAC believes the lack of transparency at MATAplus is an issue for customers.  MATAplus is a complimentary paratransit service with only one real way to complain. Rider's must complain through the customer service line.  As a committee we would like to see email used as a way of tracking complaints. Email will provide a paper trail to protect MATAplus and the person who is making the complaint.  As a community we are looking for a resolution to the problems we encounter with MATAplus. Riders wish to avoid being subjected to retaliation, because we chose to raise our voices against the discriminatory practices of MATAplus.

Anthony Amos suggested a series of workshops and videos put together to demonstrate how to properly use MATAplus.  These workshops will be designed to educate the public about the service.  There will also be a community conversation held at the Memphis Center for Independent Living on May 21, 2018 from 10:30am-12:00pm to talk about solutions and how we can bridge the gap between MATAplus and the community that of people with disabilities that it serves. 

If you would like to attend please contact the Memphis Center for Independent Living located at 1633 Madison Avenue at 901-726-6404.  You can also follow us on Twitter @MemphisCIL #MCILToday, www.mcil.org, and on Facebook at www.facebook.com/mcilACTION to keep up with the latest news on MATAplus.

Fair Housing Conference

50 Years of Fair Housing

By Allison Donald, Independent Living Specialist
I attended the 2018 Fair Housing Conference facilitated by the Tennessee Human Rights Commission. The day long conference focused on the past, present, and future of fair housing in the wake of the 50th anniversary of the assassination of Dr. Martin Luther King Jr.

The first speakers talked in depth about where the City of Memphis was now. Paul Young, the Director of Housing and Community Development spoke about some of the initiatives the city is backing to address the lack of affordable accessible housing in Memphis.

Mr. Young also acknowledged the barriers to equity, housing, and access in Memphis.  

Vicky Johnson (HUD) noted that there had been an increase in cases filed by people with disabilities requesting reasonable accommodations. Moving forward she thinks that there needs to be more time and research put into reasonable accommodations.

As the conference came to a close there was an emphasis put on best practices and policy. Also, the lawyers on the panel stressed the importance of the tenant being educated about their rights.

MATA Survey Excludes MATAplus

MATAplus Rider’s Voices Don’t Matter

By Christina Clift, MCIL Consumer Advocate
On Tuesday, March 27, 2018 members from MCIL attended MATA’s Board of Commissioners meeting in which information was presented from a recent survey of fixed route riders by Transpro.  The survey was conducted from mid-February through the beginning of March of this year.

The results of the survey give MATA and the public a data baseline to measure improvement.  The presentation highlighted five key areas that riders of MATA’s fixed route system identified as most important. They included on-time performance, cleanliness of vehicles, customer service, travel time on vehicles, and bus frequency.  

MATA’s scores were nothing to brag about and clearly demonstrate that there is more than enough room for improvement.  A Net Promoter Score or NPS is a management tool used to gage the loyalty and customer experience of a company’s customers.  It serves as an alternative to traditional customer service satisfaction tools and is used by two-thirds of the country’s fortune 500 businesses.   

MATA’s overall Net Promoter Score was 10 and the highest available score is 100.  Most transportation agencies have a NPS of 31.

But riders of MATA’s paratransit service were left out. I asked of both Mr. Rosenfeld and the Board of Commissioners why the critical baseline data does not include MATAplus.  

The same data that they collected from fixed route riders could have been collected from those who use the paratransit system. Mr. Rosenfeld stated that the frequency of future surveys will be based on available funding.  

So in the meanwhile MATAplus is left waiting, and there will be no similar baseline on which to judge progress for people with disabilities. MATA may be afraid that the results from such a survey of MATAplus riders would lower the NPS even further.  

This blatant exclusion from such an important tool shows that MATAplus and its riders aren’t treated equally and that our opinions don’t matter.  MCIL will continue to provide a voice for all MATA riders who have disabilities whether or not they use MATAplus or the fixed route. We will continue to advocate for our voices to be included in future surveys and therefore in MATA’s NPS.  

We will not be silenced by being excluded nor treated like second-class MATA customers.