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Handydart Report

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Handydart Report 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 Kelowna 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 Kamloops 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 Kamloops Transit System 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.
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