More Money for MATA

Better Transit for a Better Memphis 

Earlier this week, MLK50 released an article with a troubling headline, "Council proposal would ‘end’ public transit in Memphis, says interim MATA CEO". Council members Jerri Green and Philip Spinosa Jr. proposed cutting MATA’s funding to $15 million from the $30 million proposed by Memphis Mayor Paul Young at a city council budget meeting on May 21. 

Current leaders say accountability for the current MATA financial mess is the reason for once again withholding overdue investment in public transit. The problem is those responsible for the financial mishaps- the previous MATA administration, MATA Board, and City Administration- are now long gone. The interim MATA CEO has already identified multiple efficiences to maximize the current funding and has publicly presented multiple detailed financial reports. There are no more efficiencies to be found and no more excuses left. 

Over the past year, Mayor Young and the City Council have taken BOLD action to get MATA back on track. With a brand new MATA board, new experienced leadership, and an ongoing financial deep dive, BTBM says NOW is the time for the Mayor and the City Council to continue the bold moves and increase the MATA operating budget funding. 

With an investment of $50 million, $20 million more than the Mayor's proposed $30 million, MATA will be able to deliver 100% of the published schedule, restart the steel wheel trolleys, and pay vendor outstanding balances. On the flip side, if the City Council chooses to fund only $30 million, they will effectively be cutting the already limited service by 30%!

Join us in urging Mayor Paul Young and the Memphis City Council to keep MATA on track and increase the MATA investment! Here's what you can do:

1. Attend the City Council Budget Wrap Up Hearing and Show Visible Support for Transit
   Thus June 5th 2:30pm on the 5th floor of City Hall
2. Attend the Full City Council- Show Visible Support and Provide Public Comment in support of Public Transit!
   Tues June 10th 3:30pm- City Hall Chambers
3. Send an email to the Mayor and City Council members using this email action link. Customize your message or send as is! https://bit.ly/transitfunding25

We've got the right leadership and now is the time for the City to demonstrate their commitment to the thousands of daily riders and the thousands more who once could and can now no longer count on Public Transit, and the many others who share in your vision for a thriving Memphis and a thriving Shelby County. 

MATAplus Capacity Constraints

Part One - MATA transportation service for people with disabilities not meeting the federal requirements.

By Tim Wheat

Now that TransPro is looking closely at MATA, it is time they turn some attention to the paratransit service. In past meetings, MATA has reported that the fixed route is struggling to match the standards of other transportation systems while MATAplus reports 97% on-time performance with only 3% denial rate.

Most critically, Disability Connection believes that those reported numbers do not give an accurate picture of the paratransit service. Very simply, the paratransit service is capacity constrained because a certified rider with a disability can be confident they will not receive a ride when they request one the next day. MATAplus riders know they must call three days in advance to have any hope of getting a ride. 

To use the fixed route, you only need to go to a bus stop, paratransit riders must be certified and must schedule rides one to three days in advance. This difference in the service is allowed in the thirty-five year-old Americans with Disabilities Act, but the paratransit service still has a responsibility to be comparable to the fixed-route. And the standard is that a rider must be able schedule a trip for the next day. 

The ADA requires transportation service to have a capacity that will meet the needs of riders that request a ride the day before they need it. It also makes clear that half of the capacity should be retained for the flexible schedules of people with disabilities. The maximum amount of time is to make a reservation three days in advance, but MATA begins booking trips three days in advance, fills to capacity and rarely takes requests one or two days prior to travel. 

This past summer and fall, DCM sampled MATAplus and asked riders to call and request a trip the next day. Not one caller was able to schedule a trip. Although the MATAplus Rider’s Guide says “Customers can make a reservation for trip(s) from one (1) to three (3) days in advance,” riders know that if you do not call early, three days prior to your trip, you will be told that there are no scheduled times available.

While MATA reports a minimal denial rate, they have not been taking next-day reservations and have trained the ridership to call three days in advance of a needed trip.

 This problem is not new. We want TransPro to know that MATAplus has had issues with this in the past. Twenty years ago the FTA found Capacity Constraints and five years ago, during the heart of COVID, the FTA found:

MATA is denying a significant portion of trip requests for MATAplus service, and is undercounting its denials, either by mis-coding certain denials or not tracking them.

More specifically, the report notes how MATA reservation agents are denying and underreporting denials. First, the agents directly denied trips, according to the 2020 ADA Paratransit Compliance Review, MATAplus denied customers, “...particularly for trip requests made one or two days in advance (p. 37)…” These direct denials were theoretically counted, however, the report also notes that some denials were not documented. This process was made simple because once denied, the reservation agent could simply move on to the next call. 

Secondly, the caller may accept a trip scheduled beyond the sixty-minute reservation window and it was not noted as a denial. The MATAplus Riders Guide provides a explanation:

A rider may still accept an alternative pick-up time that is more than one (1) hour from the requested pick-up time will be considered a trip denial. (p. 13)

Because the rider accepted the trip, the FTA found that MATA was just not considering these late reservations a denial.

MATA reservation agents were also accepting a trip request to a location, but stating directly that they could not book a return trip. Rather than this being logged as a trip denial, it was considered a “trip refusal” and a trip denial. This bureaucratic trick diluted the number of denials while not providing anyone with transportation.

The report further says that the software was not properly set up and MATA agents were not able to see all the trip possibilities. The obvious result is that people who called were denied trips when MATAplus had ride options. MATAplus riders also were not provided with a full range of potential trips and either took reservations that were not ideal to the rider or they declined the ride. The FTA report additionally states that MATA staff only searched for that specific time and did not negotiate further with riders for a time within the reservation window. MATA agents also used the term advanced cancellation rather than denial. 

Finally, the report notes that MATA agents directly told riders that they had to call three days in advance to get a ride. The training of MATAplus riders to call three days ahead began five years ago and clearly continues at this time. When DCM sampled MATAplus rider’s request for next-day trips, this was misinformation that the MATA agents continued to use. 

Riders of the system also feel that there is a very obvious operational capacity constraint. MATAplus riders are often picked up in vehicles that advertise the “Ready Ride,” service at MATA. People in the disability community cannot help but feel that the reason there are no buses to give people with disabilities rides is because those vehicles are used for other services. 

John Lewis' voice resonated at the MATA board meeting as he illuminated the profound meaning of the Community Commitment score. It's not simply about buses running on schedule, he insisted, but about acknowledging the very real impact on individuals when MATA cannot even get a bus on the road. For Lewis, this score serves as a stark reminder of unmet needs and the daily challenges faced by those who rely on consistent and reliable transportation.

We ask the MATA and TransPro not to exclude MATAplus from this Community Commitment philosophy. Refusing attempts to schedule trips one and two days in advance should be scored like a bus not even leaving the yard. We would give MATAplus a Community Commitment score of roughly 33 percent, like not having two out of three buses even leaving the yard. A truly effective MATA demands a functional paratransit system, and rectifying this inequity must be a priority before TransPro concludes its work.

NEXT WEEK: Disability Connection Midsouth offers solutions

Read Part Two: https://mciljournal.blogspot.com/2025/05/mataplus-capacity-constraints-part-2.html

 

Transit Equity Day

“What would Rosa Parks Do?”

By Allison Donald 

Transit Equity Day, observed on February 4th, Rosa Parks’ birthday, honors her pivotal role in the civil rights movement. Specifically her refusal to give up her seat on a segregated bus in

Montgomery, Alabama in 1955. Rosa Parks' action sparked the Montgomery bus boycott. 

Transit Equity Day serves as a reminder that the struggle for civil rights and inclusion are deeply connected to transportation.  Accessing the community is critical for everyone regardless of race, socioeconomic status, or ability. Memphis deserves a transit system that empowers its citizens. 

February 1st in Memphis is an opportunity to highlight the ongoing challenges that people with disabilities face when trying to access public transportation. For Memphis bus riders with disabilities we face issues with limited paratransit service availability, insufficient bus stop accessibility, inconsistent and non-compliance with ADA. 

Without equitable public transit Memphians with disabilities face greater social isolation, economic hardship, unequal access to community resources and jobs. As a person who relies on paratransit as their primary source of transportation it has become a never ending cycle of hoping that affordable and accessible public transit becomes a reality. Reliable public transit is something that all Memphians can value.

“As a person living with a disability,” said Allison Donald, “I should be able to access public transit just like any other non-disabled Memphian.” 

Transit Equity isn’t just a disability issue, it is a community issue. Affordable and accessible transit options benefit everyone from the people living with disabilities who want to travel independently in their community to the elderly person who may rely on buses to run their errands. An equitable transit system strengthens communities by providing its residents with the opportunity to fully participate in the social, economic and civic life of Memphis.

As Memphis continues to grow and evolve we must continue to demand equal access for all our residents. Transit Equity Day is a reminder that every person regardless of ability should have the right to travel freely and independently within their own communities. For more information about public transit and Transit Equity Day visit https://www.disabilitymidsouth.org/news for the latest news, updates and how to get involved.

MATA Stakeholders Advisory Council

Why Memphis Needs the MATA Stakeholders Advisory Council

Public transit is the lifeblood of a thriving city, connecting people to jobs, schools, healthcare, and essential services. For Memphis, the Memphis Area Transit Authority (MATA) is more than just buses and trolleys—it’s a critical component of daily life for thousands of residents. Yet, like many transit systems across the country, MATA faces challenges in meeting the diverse needs of its riders, operators, and the broader community. That’s why the proposed creation of the MATA Stakeholders Advisory Council (MATA SAC) is such an exciting and necessary step forward.

A Voice for the Community
The MATA SAC is designed to bring together a diverse group of voices: bus operators, mechanics, daily riders, and community advocates. By doing so, it ensures that decisions about public transit are informed by those who rely on and operate it daily. This inclusive approach fosters collaboration and provides a platform for meaningful dialogue between MATA management, the Board of Commissioners, and the community.

Too often, public transit decisions are made without fully understanding the on-the-ground realities faced by riders and operators. The MATA SAC aims to change that by prioritizing transparency and creating a direct line of communication for addressing immediate service issues and planning for long-term improvements. This is more critical for the current MATA Board of Commissioners because the one thing the public knows about the Commissioners is that most of them do not ride the bus. 

Building Trust and Accountability
For years, trust between MATA and its stakeholders has been strained by service delays, accessibility challenges, and other systemic issues. The formation of the MATA SAC represents a proactive effort to rebuild that trust. By allowing SAC representatives to present recommendations and ask questions at MATA Board meetings, the council empowers community members to hold decision-makers accountable and to contribute to shaping the future of public transit in Memphis. This is an important value that the recent TransPro report has implied and the new Board has seemed to embrace. 

Immediate and Long-Term Impact
One of the council’s primary goals is to address immediate service issues that affect riders daily. From scheduling and route planning to maintenance and accessibility, the MATA SAC will provide actionable insights and recommendations to improve the rider experience. Over time, the council will also focus on long-term strategic planning, ensuring that MATA evolves to meet the growing needs of Memphis’ diverse population.

Support for the MATA SAC is about equity, accessibility, and opportunity. Reliable public transit is essential for reducing economic disparities, empowering individuals with disabilities, and fostering a more connected community. Advocacy groups like Disability Connection Midsouth and Better Transit for a Better Memphis (BTBM) recognize that the MATA SAC has the potential to drive transformative change by amplifying the voices of those most impacted by transit decisions.

Join the Movement
The MATA SAC is a movement toward a more inclusive and responsive transit system. By involving operators, riders, and advocates, the council will help MATA deliver on its promise of providing equitable, accessible, and reliable transportation for all Memphians.

We urge residents, businesses, and community organizations to support the creation and growth of the MATA Stakeholders Advisory Council. Together, we can build a public transit system that works for everyone and ensures that Memphis remains a city on the move.

Punishment by Overpricing and Poor Service

Being disabled is tough enough without experiencing added cost when individuals in wheelchairs decide to travel within their metropolitan area. 

By Stephen Tennial

Hi, I am Stephen Tennial, and I am a wheelchair user who decided to start using cab companies for my transportation needs after many bad experiences with MATAplus. After the onset of COVID service with MATAplus got even worse.

Prior to the beginning of the pandemic I had begun to slow my usage of MATAplus. Instead of scheduling several trips at once, which some included recreation, I only scheduled trips related to work. Then the Pandemic happened, and I stopped using MATA services altogether because MATAplus is a shared ride and I was afraid of coming in contact with someone who had COVID.

I still had transportation needs, so I decided to start using a privately owned cab. At first, the prices were reasonable. I mean I would pay what I thought was 20 dollars more than an abled-bodied individual. An example of this would be a trip from Raleigh to Whitehaven would cost me 60 dollars. 

However, as time went on I began using different drivers due to various reasons i.e. (mechanical

issues, and scheduling conflicts). It was about this time that I saw a price increase across the board. The trip that I would pay 60 to go from Raleigh to Whitehaven increased to 100 dollars. The payment of 100 dollars would be the norm for any trip that I would schedule, unless I went to the Wolf Chase Mall, and that was 120.

My worst encounter with using cabs for transportation was actually my first experience with the Yellow Cab Company. This incident occurred in 2016 at the University of Memphis. Around 7:00 P.M. I had just gotten out of class on February 14. It was cold and raining, and I had a dinner reservation (which I made one month in advance) to go from the U of M to a nearby restaurant. When I contacted the company to ask where was my ride, they told me they had 3 drivers in wheelchair accessible vans, and none would be available. I explained to the cab company that I was in a wheelchair, and that I had made my reservation one month earlier. 

All I received was an apology, and I had to wait until 11:PM before I was picked up. Having a disability does not mean that one should be penalized by experiencing overpriced, and poor service.

Ramps for Buses!

Memphis needs to ensure that ramps on the buses are working.

By Allison Donald, Disability CONNECTION Midsouth The accessibility of transportation for people with disabilities in any city can have profound impacts on its residents.  Limiting access to essential services, employment opportunities, education, social interactions and healthcare. Unfortunately, for Memphians living with disabilities lack of transportation  is our reality.  

While the Memphis Area Transit Authority provides various types of bus services across the city, the system has proven to be inadequate for many residents.  One of the primary barriers of a viable and accessible transportation system  in Memphis are the inoperable ramps on the fixed route buses.

According to a study conducted in 2019 by the US Department of Transportation, 25.5 million Americans have self reported travel limiting disabilities.  Of this 3.6 million Americans do not leave their homes due to their disabilities.  Inadequate enforcement of required accessibility has left millions of people with no rides or having to rely on family and friends to travel in their communities.  The lack of affordable and accessible transportation contributes to social exclusion, isolation and poor health outcomes.

Ramps on public transportation enhance accessibility for individuals with limited mobility. Ramps allow wheelchair users, individuals with mobility impairments, parents with strollers, and seniors with walking aids to board and disembark public transportation vehicles with ease.  This increased accessibility promotes equal opportunities for all individuals, irrespective of their physical limitations.

"[The bus] having a ramp allows me to get on and off the bus at my own leisure,” said Brandon, who started using public transit in 2003.  "I don't have to use MATAplus which takes forever." 

The use of ramps has emerged as a vital component of public transportation, enhancing accessibility and inclusivity for all users.  MATA has tried to fill the gaps with the Paratransit system MATAplus.  However, it often misses the mark, because of the capacity constraints opposed upon riders, the service delivery, and the condition of the vehicles themselves.  As an advocate and a person living with a disability we are tired of being segregated!  We should be able to use the entire system and the only way that happens is all off the ramps are working.

  It is time for Memphis to get on board.

News from MATAplus

MATAPLUS COVID-19 OPERATIONS ADVISORY MAY 1, 2020 

Attention MATAplus Customers: Starting Monday, May 4, the City of Memphis and Shelby County Government will begin executing its Back to Business phased approach to reopening the economy in Shelby County. 

Some public places such as restaurants, retail stores and places of worship may open with limited capacity during this phase. Before booking a reservation, please verify that the location you want to travel to is still open. Please keep in mind that if you book a trip and the entity is at capacity, you may have to wait until your return trip unless MATAplus has availability. 

Your patience and cooperation is appreciated as MATA works to continue to adhere to the local orders that are governing how we are able to provide transportation during the COVID-19 pandemic. 

In addition, since the COVID-19 virus is still active in the community, the MATAplus team encourages you to limit your travel as much as possible and stay home in order to limit the spread of the virus. (The current paratransit two passenger maximum will remain in effect until Phase 3 of the Back to Business plan is implemented.) 

In addition if you decide to travel outside of your home, please wear a mask or face covering as strongly recommended by the Memphis City Council and public health experts. For more information regarding the Back to Business plan, please visit covid19.memphistn.gov.

For more information about COVID-19, visit cdc.gov or shelbytnhealth.com.

Thank you for riding MATA. 

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.

The Future of STAC

MATAplus riders and MATA management at odds

 

By Allison Donald
I believe the relationship between Specialized Transportation Advisory Committee (STAC) members who use MATAplus for their everyday transportation and the MATA management team is more strained than ever.  If you ask either riders or MATA management who is responsible I am sure that both groups would blame the other.  

As a committee we are clearly at an impasse, because as riders of MATAplus we know that the problem primarily lies with the lack of consistency day-to-day with the paratransit system. The STAC has been requesting to see the policies and procedures for the last five years.  Each time MATA administration has failed to honor our request. 

Ms. Bobbie Fields Co-chair of the STAC said: “The lack of transparency regarding information about policies and procedures pertaining to the day-to-day operations is leading to the breakdown in communication.”

MATA’s lack of disclosure has led to the dissemination of misinformation and a poorly informed and apathetic attitude by MATAplus riders towards the MATA administration.  Rider’s want to have clear answers to their questions that do not depend on the MATA agent they speak to. As STAC members and MATAplus riders we know that it is imperative that we are informed about how to use the service.

MATA’s refusal to provide policies and procedures to its advisory committee is not the only issue that has caused discord.  As riders of MATAplus we believe that MATA is violating the 1990 Americans with Disabilities Act (ADA).

Davina Williams has been a MATAplus rider for more than ten years. “MATAplus does what they want to do,” she says.  

If you use MATAplus it can be very frustrating, because the service is unpredictable.  On any given day you can be subjected to trip denials, as a customer there may be restrictions put on how many trips you can make on a particular day that fixed-route riders do not have to deal with, and you may have excessive trip times much longer than the regular bus has.  

Each of these patterns of bad behaviors by MATAplus are violations of the Americans with Disabilities Act (ADA).  It is extremely concerning that this continues to go on an impacts the way persons living with a disability travel in the city.

“Sometimes when riding MATAplus,” said Nicole Bowen whose mother is a rider, “you are left waiting and I often times find myself along with mother having to improvise and arrange my schedule around MATAplus.”

As advocates and users of MATAplus we must continue to push for improvements of the system.  It is the only way that we can achieve a paratransit  system that works to the benefit of the community as a whole.  

“If STAC is to do its job, both sides must be willing to come together and compromise and stop looking back at old wrong doings,” said Curtis Tillman with the Memphis chapter of the National Federation of the Blind. “If the situation does not improve than the committee should just be dissolved so no one continues to waste their time.  STAC members serve at the will and pleasure of MATA according to the bylaws.  The advocates on STAC can continue to do their work and MATA can form a new committee that is more willing to be more user-friendly and toe the party line.”

If you would like to attend the STAC meetings we meet every second Friday of the month at 2:00pm at 5100 Poplar Suite 810.  If you have any questions you can also contact Ms. Bobbie Fields Co-chair at 901-726-6404