MATAplus Phone Games

MATA paratransit makes riders wait just to leave a voicemail

There is a disturbing practice at MATAplus that keeps people from getting assistance on the phone. For the paratransit system in Memphis, the phone is the primary way to make reservations and to cancel a ride. Often, riders will call only to be on hold and following a long wait, the call is put to voicemail. The system will tell you how many callers are in line ahead of you, but when you wait to reach the end, your call is not answered and you are dumped to voicemail.

“I have called MATAplus only to be put on hold in the queue for at least 10 minutes,” said Bobbie Fields of the Memphis Center for Independent Living, “then sent to voicemail when I was number one. I would like to see every rider who has experienced this to file a complaint against MATAplus.”

Paratransit riders who call often must speak to an operator and cannot just “leave a voicemail.” The experience of riders also shows that leaving a message or using the “chat” system do not ensure that MATA will get the message and respond. There is no way to negotiate additional times even if the message if left on the MATA system.

“On Sunday, January 1, I called MATA at 7:30 AM to cancel my rides for the day,” explained Janice Craven, a MATAplus rider. “The first ride was scheduled for 10:AM. I left a message and requested a call back to let me know the message was received. I called again at 8:45, stating the same information and saying this was my second call and second message. At 10:AM, a MATAplus Operator was in front of my house calling to ask if I still needed my ride for that day. I told them I had left 2 messages to cancel all my rides for the day.”

But the annoying issue with MATA is that the problem is not accurately reported. MATA administration says they answer calls quickly and the wait time is minimal. Of course, many patrons must wait, hang-up and call back. Realistically the wait time for the MATA customer is about twice as long, yet the phone system only reports the answer time and the wait time for each call. 

In November of 2016, MATA reported that they had 554 abandon MATAplus calls, 397 calls over three minutes and that 92 percent of the calls were answered. MATA administration did not report the total number of calls. MATA reported that the average wait time of a call to MATAplus was one minute and 18 seconds. Riders do not feel that the MATA Monthly Operation STAC Report is accurate about the phone system or the on-time performance. MATA has not produced the report since November 2016 when MCIL had questioned the validity of the numbers.

“All I know is my frustration is stifling like the heat on a summer day in Memphis,” said Allison Donald the new chairperson for the Specialized Transportation Advisory Committee at MATA. “I am sitting here watching the clock.  I am unsure whether the frustration will subside when I find that little piece of shade that arrives when my bus finally shows up. Will this be temporary relief like that glass of grandma’s sweet tea; or will I be left wanting more when I am still on the bus an hour and a half after my pick up?  I have tried everything but much like the Memphis heat MATAplus is insufferable.  I have come to realize that those individuals who want to pacify this issue of the poor service that is provided by MATAplus could not endure the heat that riders have to.”

2016 Independent Living Team Lifesaver Award

2016 IL Team  Lifesaver  Award

Christina Clift

Lifesaver

Expertise in dealing with difficult individuals and ability to put out fires.

2016 IL Team  Lifesaver  Award

Michael Heinrich

Lifesaver

Stepped up to do payroll and accounting. Using valuable ability with dedication to MCIL.

2016 IL Team  Lifesaver  Award

Janice Craven

Lifesaver

Ready for anything. Stepping in to ECF and developing peer mentors. 

2016 IL Team  Lifesaver  Award

Allison Donald

Lifesaver

Willingness to step in to organize our community to reach justice and equality.

2016 IL Team  Lifesaver  Award

Bobbie Fields

Lifesaver

Community Ideal Award.

Making the Memphis community into a place we all want to live.

2016 IL Team  Lifesaver  Award

Timothy Redd

Lifesaver

Reinforcement Award. Stepping up to be part of the team.

Peer Support at MCIL

MCIL puts peer support and information on the road.

By Janice Craven, MCIL Independent Living Team

Since coming to MCIL full-time in February 2014, I have had the opportunity to be involved in 2 very exciting projects. Previously, I was the Assistant Director of a Pre-School for 16 years, so working at MCIL was a new and exciting challenge for me.

The Peer-To-Peer Mentoring Project is funded by TennCare as part of the federal Money Follows the Person program.  The purpose of Peer-To-Peer is to Transition CHOICES Members out of Nursing Facilities and into the Community. Peer mentors, who also have a disability, work with the members pre- and post-transition to assist them in learning or brushing up on “survival skills” they will need to live in their own home.

Members are required to complete the CHOICES training and may also choose to learn more about Budgeting Your Money, Housing 101, Organizing and Prioritizing Your Life, Managing Your Supports, How To Be Your Own Best Advocate and Stress Management. In keeping with Independent Living philosophy of “nothing about us without us,” peer mentors are trained to be a trustworthy friend to walk the path to Independence alongside the Member.

Members are expected to actively participate in making decisions about how they want to live and work with the Mentor to make their dream of living independently come true!

In September 2014, MCIL ON THE ROAD began what we thought was going to be rather daunting task of doing outreach into the under-served areas of Millington and Tipton County. There are many people in these areas who have a wide range of disabilities but minimal resources available to meet their needs. There is little or no knowledge of the few supports in place and often no transportation available to use the services.

The time I have spent “on the road” has flown by and no doubt there is much work yet to be done. In the coming months, MCIL will continue to work toward helping the residents in these close-knit, often forgotten areas to acquire and develop the skills needed to live where and how they wish. MCIL ON THE ROAD has been met with great enthusiasm and support from many organizations in Millington and Tipton County.  We look forward to establishing more relationships with those who share our dream of inclusion in all aspects of Community Life for people who have any type of disability.

I recently attended a meeting with others who work primarily with people who have a disability. At the conclusion, the facilitator stated that what we are doing if not a JOB but rather a CALLING. I can honestly say this is how I’ve felt from the first day I had the privilege of becoming a member of the MCIL team.