COHAC Call for Action

Central Okanagan HandyDart Action Coalition requests urgent action on the following issues, to enable enhanced quality of life, through access to the essentials of daily life for our clients. (For the participating service groups in COHAC, please refer to Appendix A)

The Regional HandyDart service provides an essential service to a vulnerable population. From a survey of our clients, it is clear that this service is valued and appreciated, even though there are areas the require urgent attention. (See Appendix E for the results of our survey)

The Issues As part of the Transit Future Report of 2012, a number of shortcomings of the current service were identified. While we welcome action on the recommendations, there are a number of issues with these conclusions and recommendations (See Appendix C for full list):

- The first recommendation concerns the registration process and the need to re-screen current users. This presents a number of concerns: - There is a presumption that reducing the numbers of registered users will reduce the requests for rides. This is a false assumption, as not all registered users are currently able to access the system. - Any re-screening of users will bring unnecessary stress to our vulnerable clients. - We have learnt that those registered users who only use TaxiSaver vouchers have already been removed from the lists. These clients have not been contacted. Removing these names from the list serves no purpose, and could create more confusion and stress if they were to change to using the full HandyDart service.

- The next three points of the Transit Future report recommendations all cover the conflict between scheduled service and semi-spontaneous service. We are deeply concerned this, as the reality is that the "semi-spontaneous" service is effectively limited to 4 hours during the day. The trips that our clients take during these times are crucial to their independence, with such every day tasks as medical appointments, shopping and banking needing to take place. Our clients highlight this as an area of concern to them (Appendix E). This needs urgent attention.

- Both in these bullets points and the final bullet point, expanding service is mentioned, but no solution or schedule is addressed. In addition to conflict between scheduled and semi-spontaneous services, our clients also highlight these concerns:

- While the Peachland area is mentioned in the Transit Future report, no mention is made of the Regional Distrist of the Central Okanagan (RDCO). Clients in Ellison are overlooked and receive no service while the buses go past to serve Lake Country. There must be more consistency within the Central Okanagan. This small change would make a huge difference to small group of our clients.

- Clients who are reliant on HandyDart as their only means of transport are unable to go out for dinner, to go to the movies in the evening, to go to church, to go anywhere on Sundays or holidays, for example. For an already isolated population, the HandyDart service needs to address these needs, and provide a service that reflects the opportunities that are available to the able bodied community who use the regular transit system. As one of our clients told us, "our lives do not end at 6pm"

1 of 11 - In comparison to Transit System, we receive considerably less coverage. The hours already available there would greatly enhance the quality of life of our clients if they were introduced here. Hence, our clients are not only receiving less service than able bodied users, they are receiving less service than other HandyDart users in a similar geographic region. Once again, urgent action is required. (See Appendix B for data, and Appendix E for our clients response to these hours).

- To achieve parity with able bodied transit users, HandyDart must be available for the same hours as the regular transit service. This is not without precedence, as it happens in the Lower Mainland, with TransLink, and in Ontario, this right is enshrined in law. Victoria Regional Transit System has hours similar to the regular transit service. This should be a prioriry within the timeframe of Accessibility 2024. (See Appendix B).

- Within BC, the HandyDart pass is not accepted in Metro Vancouver, requiring a temporary pass to be applied for in advance, if a client was to attend a medical appointment in Vancouver, for example. If that same client was to travel to Hawaii, they would be able to use their Kelowna HandyDart pass for 22 days just by following their regular booking procedure! This simple change would be a very small step and would only be used by a small part of our vulnerable population at times of greatest need. (See Appendix F)

- We look forward to seeing a detailed plan as to how this will be achieved, as soon as possible and within the timeframe of the Accessibility 2024 initiative. We would welcome an invitation to be involved in this process.

One vital area that is not covered within the Transit Future report nor anywhere within the HandyDart website is customer service, communication, and collaboration with service groups:

- As can been seen from Appendix D, there is no formal process for registering complaints or suggestions. Even on the HandyDart website, there is simply a request to "contact us", with no phone number, email address linked or mail address clearly given, other than the generic, small, contact button on the top right hand corner of the page. There is no process to appeal a decision made by HandyDart. Likewise, there is no data collection of complaints within the system or independent means to seek resolution to a complaint. Our clients represent a unique population. As we found with our own survey, they need to be contacted in a manner that takes this into consideration and actively seeks their feedback in an appropriate manner.

- Increased, effective communication is also key to our clients, particularly in regard to late pick-ups and bad weather. One reply to our survey accurately sums it up by saying that there is a lack of compassion in the system.

- Contracts are awarded on a 7 year basis, and we have been told that we are currently in year 1 of a new contract. This current contract appears to be identical in service hours and so on to the previous contract, which means no moves have been made to address either Transit Future 2012 or Accessibility 2024, and this contract with expire in 2021.It is hard to imagine that the necessary changes can be accomplished before 2024 if work does not begin now.

- Equally we cannot find any information on how we can provide feedback, either as individuals or as service organisations, to the successful delivery of the current contract or the content of subsequent contracts. Finding the correct channel to even submit this report has been a challenge. Our only avenue has been to approach city councillors and our MLAs. Access to this information and ways to participate in the processes must be made clearer. 2 of 11 Action is Needed

While there are many areas requiring attention, we request your urgent attention to the following areas:

Better Service - Consistent coverage throughout the Kelowna Regional Transit Area, with the addition of service to Ellison in the RDCO, given that buses already travel to Lake Country.

- Parity of service for the individual (the "semi-spontaneous" user) without a reduction in the scheduled services offered.

- Increased hours, to the same level already offered in urgently, building to create equal hours with the regular service within the timeframe of Accessibility 2024, as already offered elsewhere in BC and in Canada.

- A truly provincial system, with a HandyDart pass being valid in all areas of BC that HandyDart is offered.

Better Customer Service - Communication to users of any change in their registration status and no re-screening of current users.

- A customer service portal that creates a clear and effective way for individuals and caregivers to register complaints and make appeals. For those situations that require it, access to an independent body, removed from the operator, to address unresolved areas of concern. This customer service system must be user friendly for our clients.

- Wide collaboration with individuals and service groups to establish the needs and areas of concern of HandyDart users both during the life of a contract and before establishing a new one. This must also include easier access to information regarding the management structure of HandyDart within BC Transit.

The Government of BC has made an ambitious pledge through its Accessibility 2024 to make BC the most progressive province in Canada for people with disabilities. By working together, we create an effective HandyDart system within the Kelowna Regional Transit System, allowing our clients to have an equal access to transportation to all users, and play a part in making this pledge possible.

Thank you for your consideration. Completed June 2015

Please direct any contact through the MS Society of Canada, Okanagan Chapter Michelle Hewitt Sherry Wezner Co-Chair, Board Client Services Coordinator [email protected] [email protected]

Contact by telephone at the office of the MS Society of Canada, Okanagan Chapter - 250 762 5850

Attached - Appendices A to F

3 of 11 Appendix A: COHAC (Central Okanagan HandyDart Action Coalition) Members

The MS Society of Canada, Okanagan Chapter The Arthritis Society Community Connections Pathways Abilities Society Spinal Cord Injury BC People in Motion Peachland Wellness Centre Lake Country Senior Activity Centre Lake Country Healthy Planning Society Hildebrandt Homes Parkinson Senior Society Seniors Outreach & Resource Centre Westside Health Network

4 of 11 Appendix B: Comparison of hours within HandyDart Regions

All data taken from each BC Transit region websites through www.bctransit.com Last visited Saturday May 30th, 2015.

Total Wednesd Monday Tuesday Thursday Friday Saturday Sunday Holidays hours per ay week

Kelowna 09:15- 09:15- 09:15- 09:15- 09:15- 09:00- 20:00 20:00 20:00 20:00 20:00 16:00 No No Service 60.75 Service 10.75 10.75 10.75 10.75 10.75 hours 7 hours hours hours hours hours

Kamloops 07:00- 07:00- 07:00- 07:00- 07:00- 07:00- 09:00- 23:00 23:00 23:00 23:00 23:00 23:00 18:00 No Service 105 16 hours 16 hours 16 hours 16 hours 16 hours 16 hours 9 hours

Victoria 07:00- 07:00- 07:00- 07:00- 07:00- 08:00- 08:00- 08:00- 22:00 22:00 22:00 22:00 24:00 24:00 22:00 22:00 107 15 hours 15 hours 15 hours 15 hours 17 hours 16 hours 14 hours 14 hours

Translink 06:00- 06:00- 06:00- 06:00- 06:00- 06:00- 06:00- 06:00- 24:00 24:00 24:00 24:00 24:00 24:00 24:00 24:00 112 16 hours 16 hours 16 hours 16 hours 16 hours 16 hours 16 hours 16 hours

Accessibility for Ontarians with Disabilities Act 2005 https://www.ontario.ca/laws/regulation/110191#BK35 Last accessed Saturday, May 30th, 2015

5 of 11 Appendix C:Transit Future Plan, Central Okanagan, 2012

Excerpt taken from page 34, http://bctransit.com/servlet/documents/1403641024213 Last accessed Saturday May 30th, 2015

6 of 11 Appendix D: Screenshots relating to HandyDart current policy

Screenshots taken from General Information and Booking a Trip Last Accessed on Saturday May 30th, 2015

7 of 11 Appendix E: Survey of members of COHAC (Central Okanagan HandyDart Action Coalition)

Summary of survey results

We received a total of 53 completed surveys, 34 online and 19 paper versions.

Anecdotally, we were told that our clients were concerned that if they were critical of the service that this would find its way back to HandyDart and they would lose their service. This speaks to the vulnerable nature of our population and to the additional thought that is needed to get accurate information from our clients.

Our clients are grateful for the HandyDart service, even with its flaws, as they are still able to attend appointments and so on that they would not be able to do otherwise.

From the survey we can see that our clients enjoy their independence, and would like to use HandyDart to access more things that the able bodied community take for granted - shopping, spending time with family and friends, and going out in the evening. They would like to see more availability within the current hours of HandyDart service offers, and point to the restrictions placed on individuals by the scheduled bookings. It must be stressed that both must occur, both scheduled services and those for the individual. They find the length of trips to be over-long. They would also welcome, and use, service similar to that offered in Kamloops.

Question 1 The average length of time that the clients who responded have used HandyDart was 10.5 years. The shortest use was less than one year, and there were many who responded that had used the service for over 20 years

Question 2 The majority of the responding clients use HandyDart more than once a week, representing 53% of those who answered. This means that the views expressed cover a large number of rides and the riders that use the service the most.

Those respondents that use "TaxiSavers only" all commented that the reason for this was that HandyDart does not get them where they want, when they want and that the journey time was too long, with examples given of such early pick ups and late drop off that it makes using the service impractical. If our clients are unable to afford taxis it means that they simply stay at home and are isolated.

Question 3 Our clients were asked what they used HandyDart for. Answers were fairly evenly spread over the 4 categories, mostly medical appointments (1 on chart), mostly college or day centre (2), mostly social (3) and a mixture of all three (4), with mostly social use being most prevalent. One person replied “other”. Again, this shows that the survey covered a fairly even spread of those who use HandyDart.

8 of 11 Question 4 This question centred on what clients would like to use the current HandyDart service for. Respondents were allowed to choose more than one response. The answers chosen most were to go out for dinner; to spend time with family and friends; and to shop, all basic components of being able to live independently.

Question 5 This question aimed to find out how the current service was working for our clients, from getting a ride close to when they want one, to buses arriving on time, to the length of time the trips take.

It can be seen that our clients are most dissatisfied with the length that trips take. In fact, one person told us about a trip where they were picked up from Gordon and KLO to be taken downtown, and the trip went via Winfield! For the medically fragile, a trip of this length often means that they would not be strong enough to complete the activity they booked the trip for.

Equally problematic for our clients is that the current hours do not suit their needs. Many respondents highlighted the conflict between scheduled trips for day centres and college, and those trips for those who want to do things individually, such as medical appointments and shopping.

Question 6 We asked clients if they were able to choose extra hours, where would they like those hours to be. Again, they were able to choose more than one option. Not surprisingly, all options were popular, with Sunday being the most popular. This fits with the desire for our clients to be able to visit family and friends.

9 of 11 Question 7, 8 and 9 These questions asked how the drivers and those booking trips respond to our clients. Respondents were overwhelmingly positive in their support of the drivers in this section, with strong support for the administrators taking the calls. It has to be stressed that our clients are very grateful for the service and were also keen to stress the help they have received from drivers.

Question 10 We gave an opportunity for our clients to tell us in words about their experiences on HandyDart, to give examples of things that they would like to highlight. Most people chose not to answer this question, but where it was answered, the situations that were described had obviously caused distress to the individuals involved. Given the vulnerable and fragile nature of the users of the system, failings can cause great upset and confusion.

Comments were also placed throughout the surveys, and there was a common theme of a desire for increased communication between drivers and/or the HandyDart office and our clients, particularly when rides are delayed and particularly in bad weather. Again, this speaks to the vulnerable nature of our population.

One respondent covered this well with this comment “We show compassion to them when they are late or even missing. I just don’t understand their lack of compassion”.

All surveys were completed between April 15th and May 15th, 2015.

10 of 11 Appendix F: HandyDart in Metro Vancouver

Information taken from http://www.translink.ca/en/Rider-Guide/Accessible-Transit/HandyDART.aspx Last visited Saturday May 30th, 2015

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