STAC Report

The Specialized Transportation Advisory Committee struggles for representation

By Allison Donald

The Specialized Transportation Advisory Committee (STAC) met for its first official meeting of 2020.  As a committee we continue to work to assist MATA in identifying issues that negatively impact the customer experience.  This year we are pushing for a dedicated funding to improve public transportation as a whole.  In addition, STAC is continuing to offer suggestions to improve MATAplus service and calling for more accountability on the MATAplus side.

Mr. Amos the ADA Compliance Officer for MATA mentioned that the lack of a dedicated funding source continues to hurt the frequency and quality service MATAplus provides.  Bobbie Fields STAC co-chair and Mr. Amos, suggested that we start a letter writing campaign to keep the conversation of securing dedicated funding going.  As a committee we are pushing toward public transit that is adequate and inclusive of all.

“If Memphis wants to thrive we must invest in public transit,” said Allison Donald STAC secretary, “and Memphians living with disabilities must be included in shaping that vision.”

STAC continues to push for improvements with the current service.  Stephen Tennial, the interim chair, supports the idea of extra vehicles being rolled out at the beginning of the month which would be dedicated to those individuals working or going to school. STAC also would like to do a survey of MATAplus that would take a look at the rider’s experience.  Both suggestions were just a beginning to finding possible solutions for the ongoing issues with the area paratransit service. 

“If we (MATA) were to do as suggested,” said Anthony Amos, “that would be ride prioritization.”

Mr. Amos pointed out that representatives from the FTA recently visited reviewed the policies and procedures and found MATA not in violation of the ADA.  The members of STAC called into question the “30 minute window rule” and whether MATA was stretching the interpretation in order to maintain high on time performance numbers.

The most contentious part of the meeting occurred when STAC asked for the policies and procedures that govern the day-to-day operations of MATAplus. 

Anthony Amos expressed frustration about the course STAC has taken.  He suggested that the committee is stagnant and no longer is representative of the community of riders.  As a result Mr. Amos wants to postpone the March meeting.  He stated he would like to pick the time, place, and community representatives who will be attending the next meeting.

There has not been a date set for the next STAC meeting.  When we are notified we will be sure to get it out to the community.

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.

STAC Report for October

ADA Compliance Officer and MATAplus

By Allison Donald

Anthony Amos the new ADA compliance officer for MATA attended the October Specialized Transportation Advisory Committee (STAC) meeting.  Mr. Amos is responsible for making sure that MATAplus is compliant with the Americans with Disabilities Act (ADA).  Mr. Amos has a background in advocacy. He was previously employed by Disability Rights of Tennessee.   After meeting with Mr. Amos as a committee we have a wait and see approach in regards to whether he can deliver on his promises of more transparency and collaboration with the disability community, as well as improved customer service.

Mr. Amos and Ms. Tia Horton will oversee the approval process as well as re-certification.  The STAC has been waiting for the finished re-certification application. The application is scheduled for review and approval by Mr. Amos by the middle of next week.  Mr. Amos must address the drawn out application process and customer service. In particular the interaction between office staff and riders is still a problem which effects the efficient delivery of service.

Mr. Amos acknowledged that for many years now that MATAplus had been operating without a structure that would assist employees in dealing with customer service issues.  Both Mr. Amos and STAC agree that there should be more of a partnership between the disability community and MATAplus. 

Mr. Amos hopes to use resources like the Memphis Center for Independent Living to develop a curriculum that will address interaction between staff and riders.  During the meeting Mr. Amos suggested semi-annual meetings to discuss possible changes to improve service. 

STAC wants MATAplus to be a viable transportation option for people with disabilities in Memphis. The only way that can be accomplished if everyone has a vested interests in the success of the service.  What Mr. Amos’ impact will be on the present and future operations of paratransit in this city and how we as a community will be affected remains to be seen.

The next STAC meeting will be on November 3, 2017 at 2:00pm at the Memphis Center for Independent Living.

The STAC Report

MATAplus news 

By Allison Donald
MATA has an organizational overhaul in the effort to improve on time performance and customer service.  MATA has hired Victor Riley, as the Safety and Security officer, for rail operations Anthony Amos the new Compliance officer, and Frank Hauser the new Trolley Director.

Prior to joining MATA, Wiley served as the Transit Safety Programs Manager for the Florida Department of Transportation, advising local transit agencies on matters of safety and compliance with state and federal regulations. Trolley Director Frank Hauser joined last month, giving the MATA Trolley a leadership team with nearly 45 years combined experience in the transit industry. 

The STAC plans to work with Mr. Hauser and Mr. Riley to ensure that the trolley system is accessible for individuals with disabilities.  As the STAC we are going to request a meeting with both individuals to address our concerns regarding accessibility and compliance with the trolley system.  Mr. Wiley will also be receiving a phone call from STAC requesting a meeting.  MATAplus and the trolleys has shown some improvement but, problems still persist with both systems.

As a committee we have requested the policies and procedures for MATAplus, but those requests have continued to be ignored.  At our August meeting which was attended by La Barbra Houston (MATA representative), Bobbie Fields the STAC secretary had still not received the renewal application. Even today, Bobbie does not know if she will get the renewal. Other customer service problems like hold times for dispatch are still too long and the professionalism and customer service of the reservationist leaves a little to be desired. 

We plan to continue to demand full transparency about MATAplus, because it affects the way many people with disabilities travel around the city.

The STAC committee and MATAplus will be celebrating the annual driver appreciation luncheon on October 19, 2017 from 11am-3pm.  We are looking into giving an award out to a driver who has gone above and beyond duty to provide exemplary customer service.  If you would like to contribute to the event please contact Bobbie Fields or Christina Clift at the Memphis Center for Independent Living at 901-726-6404.

If you have any complaints or comments you can attend the monthly STAC meeting on Friday October 13^th.at 2:00 pm at the Memphis Center for Independent Living.  If you would like to keep up with what going on with MATA and how it will affect MATAplus riders you can visit our website at www.mcil.org to read September’s STAC report or any of the past news you may have missed in our past reports.