Item 14

DATE April 7th, 2021

TO GCTD Board of Directors

FROM Vanessa Rauschenberger, Director of Planning and Marketing

SUBJECT Receive Update on COVID-19 Response & Recovery Plan Employee Survey

SUMMARY To help inform the development of GCTD’s Recovery Plan, staff conducted an employee survey. Hearing from employees is vital for GCTD to create a successful plan, especially frontline employees who are the primary point of contact between GCTD and the community at large. The survey included questions on satisfaction with GCTD’s response to the pandemic, safety, employee programs, and what services should be prioritized when improvements are made. This report provides a summary of survey results.

SURVEY METHODOLOGY GCTD’s goals for this survey were: 1) determine employee’s satisfaction levels with our response to COVID-19, and how to improve in the future, 2) gather input on services that should be restored and customer feedback they hear, 3) get input on ideas to improve the workplace. The survey included several “open ended” questions that required employees write in comments. These comments are shown in full and have been sorted into categories to help provide a sense of overall themes among all employees.

The survey was open for three weeks in February – March 2021. Paper surveys were distributed to all employees, and collection boxes were installed in Operations Dispatch and Administration Offices. The survey was also available to be taken online with links posted on flyers and email. GCTD aimed to collect at least 100 surveys (50% of employees) in order to obtain an accurate representation of the attitudes and preferences of employees. In total, GCTD collected 121 surveys which represent over 60% of our 198 employees. Of these, a majority of responses (85) were from front line employees. The respondents ranged in tenure with over half of responses coming from those who have more than five years of seniority.

RECOMMENDATION Staff will provide the Board with an Update on our COVID Response and Survey Results findings and areas that can be incorporated into the Recovery Plan.

General Managers Concurrence

______Steve P Brown This page intentionally blank. 1 of 14

COVID-19 RECOVERY PLAN EMPLOYEE SURVEY RESULTS BASED ON 121 EMPLOYEE RESPONSES - COLLECTED MARCH 2021

1. What is your role at GCTD?

2. How long have you worked for GCTD?

3. What is your primary way of getting up-to-date GCTD related COVID-19 information?

OTHER RESPONSES: Mailbox @ work CDC website. Ventura Public We need company emails for bus County website operators Wife - a COVID investigator Ventura County website notices in timecard slot news Rumor, 2nd Hand Info 2 of 14

4. Looking to the future, I am most concerned about?

Top Four Concerns:

63% Getting COVID-19

43% Job Security

39% Getting into a Physical Altercation with Member of the Public

39% Healthcare / Mental Health

OTHER RESPONSES:

respect from GCTD growing in the company Financial outlook / retirement & peace Management getting haz pay My kids education kids social skills / time

5. Since the start of the pandemic, GCTD has taken substantial actions to improve my personal safety, security and working conditions.

72.5% of employees “Agree or Strongly Agree” GCTD has taken substantial actions to improve safety, security and working conditions since the start of the pandemic.

6. I feel safe while doing my job.

58% of employees “Agree or Strongly Agree” they feel safe while doing their job. 3 of 14

7. In addition to physical barriers, requiring face coverings, and enhanced disinfecting protocols, what else would make you feel safer as an employee?

For front line employees, cleaning and equipment, and enforcement of protocols related to social distancing were the most highly mentioned measures that would make employees feel safer.

Frontline - Bus Operator, Supervisor, to-work protocols for ALL employees Other (3) Customer Service - Responses that are exposed. one set of Not sure there’s much else to be protocols. done Cleaning & Equipment (11) proactive management a single installing hand sanitizers inside the bus person in charge I feel that everything is safe sanitation oversight - cannot market pay us safety hazard nothing comes to mind rigorous protocols when untrue More supervisor's in the field! mandatory temp checks Maintenance & Facilities Provide disinfecting spray Security (6) Responses Stronger barrier self defense training Cleaning & Equipment (5) Constant disinfecting, not just when If I have to get into a physical there is a COVID positive at the altercation, not having to worry if the continue to disinfect buses facility. company will look out for me. Hot water @ sinks I think more cleaning supplies Police presence at OTC and VTC better disinfecting and enforcement available hand wipes of max capacity passenger security Have lysol containers to spray and kill Perhaps a special spray that workers More security at otc and center point germs inside bus could use as a disinfecting (excellent) mall and vtc more cleaning of the buses Disinfecting wipes to wipe down our A supervisor present at all times at the tools at the end of the day, when we Sprayers that can be worn by the OTC, VTC, C St sanitizers that can spray the buses work inside the bus. with disinfect instead of them using rags. Fare Payment (5) Management Protocols (3) Not sharing same documents like Start charging the fare! Having more time clocks or not drivers' daily schedule Start charging passengers clocking out for breaks, employees don't follow protocol or social Social Distancing (8) Start to charge a fare distance on this measure. Implement specific rules for users. go back to paying Enforcing of the rules. example: (essential passengers only) wearing of face mask, sanitizing for all charging for fares Only essential trips passengers employees hours More announcements & literature for people getting tested every so often buses Essential travel ONLY Vaccines (5) limiting front door use for carts and To the fullest extent possible lets keep Social Distancing (1) luggage passengers boarding the bus using I would feel safer as an employee if Keep out buses all the passengers the back door till everyone gets service workers had a bigger break who ride the bus and sleep all day w/ vaccinated room. no destination vaccination Not loading wheelchair passenger, Get the vaccine took place to proximity to passenger Administration / Support Staff getting the vaccine Responses Re-enforce social distancing getting vaccinated Limit the use of the front door Management Protocols (6) Two, requiring employees in the Masks (4) Admin to sign in when they choose to Management Protocols (8) not having to continually argue with visit the facility and/or work out of the Management response passengers about having to wear a facility for better tracking and tracing if there is a potential exposure. More supervisors when we need them mask Make coverings 100% in the If an employee is feeling sick, the More field supervisors lunchroom. At this time it is not so. agency should require the employee having more and faster support out in Providing n-95 mask that don't make to quarantine and take a test before the field us look like a duck. The garage staff returning to the facility. Ensuring all employees follow the have better masks than the drivers The amount of information dispersed protocols in place. Also ensuring all regarding tips and the numbers of Enforcement of face covering departments follow the same return- employees affected by the 4 of 14 pandemic. safe on all the protocols that GCTD Long term work-from-home schedule has implemented. option or hybrid model information as to who has the covid more enforcement/consistency of I do not feel unsafe. safety protocols like mask wearing Vaccines (1) and social distancing among Social Distancing (2) Vaccination for all employees employees while on GCTD property Continued virtual meetings - not Enforce requiring face coverings at crowded in a conference room. Cleaning (1) the facility More social distancing between employees wiping down counters & tables Other (3) I think GCTD has gone above what Remote Work (2) other companies have. Continue option to work remotely I don't have public contact and feel when/if needed.

8. Throughout the COVID-19 Pandemic, I feel well supported by my immediate Supervisor.

78% of employees “Agree” or “Strongly Agree” they feel well supported by their immediate Supervisor.

NEITHER AGREE NOR RESPONSES BY GROUP STRONGLY AGREE AGREE DISAGREE DISAGREE STRONGLY DISAGREE Bus Operators / Front Line 17 46 10 7 4 Maintenance / Facility 5 6 1 3 0 Administration / Support 15 4 1 0 0

9. How satisfied are you with GCTD’s handling of COVID-19 pandemic, overall as an organization?

69% of employees are “Somewhat or Very Satisfied” by GCTD’s handling of COVID-19 overall as an organization. 5 of 14

10. In the future, if GCTD were to experience a similar crisis like a pandemic or another serious emergency, what should GCTD do differently in the future?

Communication (20) Managers). be more prepared Be better prepared More information given to employees Be more mindful considerate in regards to your employees health be more prepared I can't get a hold of HR or Payroll. issues and financial problems Have better process for notifying Develop a plan with all departments Compensation (10) employees of info, via text or cell involved. Get input to see impact on pay hazard duty pay (including bus Operators) all employees. pay us safe hazard information right away Stronger rules give hazard pay without us having to Speak to bus operators in a meeting Care more for the Operator and ask. would increase morale. make it first Staff. visible on paystub. Take more input from front line Let mechanical unit help drive buses Pay a driver their salary if company is workers out in road on routes mandating them not to work warn us HR be more organized pay us extra for being essential Do this survey sooner training / meetings on how workers management can handle the hazard Pay or liability for those updates more often situation exposed at work continue to communicate with Have a plan just in case it happens employees Allow additional sick time again, learn from COVID-19 sense of urgency / communication Provide hazard pay to those risking They should have protocols to via in person / team mtgs / text alerts their health and household’s health. implement immediately Engage employees & start to better It starts with respect, charging the inform employees Don't take it as lightly fare, hazard pay, put more Supervisors in the field. We're dependent on each Dept, Take precautions right away better communication pay us workers vs being forcing us to treat everyone equal Have better and faster use comp/sick or vac time. Train administration, support staff communication on who, where, how better so that new laws, policy and our employees were exposed. Service Levels (5) regulations are implemented in a All hands on deck, communicating Stay on Sunday Service for the entire uniform manner. down the line from Mgmt / upper & duration in a similar crisis, don't mid level to subordinates treat employees equal renege on something said Inform us constantly about what is GCTD as an organization should treat shut down bus operations going on. everyone equal. fulfill drivers needs / time off work / More communication, memos, etc. schedules Will be more informed about Other (14) Stop transit for recommended time anything better really not sure you can plan better If Admin employees get to go home, More coordination with everyone than you did then both Ops and Maintenance and communication in general! keep it the same, roll with the should too. Or offer some other way before any information goes out on changes to compensate how employees can be paid, must None I could think of ensure payroll is involved with the Q&A's Nothing, doing a great job! Safety & Equipment (5) unsure at the moment more staff to clean and protect Management Protocols (18) you did good Obtain PPE faster The organization should be proactive take stronger precautions before in providing safety standards in the learn from the past waiting on health agencies bus for drivers and passengers in Depends on what kind of emergency more sanitation of buses obvious areas. it is. Be more strict on essential use of Try to be more consistent with policy I think we reacted pretty well transportation enforcement Everything Enforce the same protocols for ALL be prepared employees (employees and 6 of 14

11. Given that physical barriers are now installed on all buses in the driver compartment, when should GCTD reinstate fare collection?

Employee thoughts on resuming fares….

52% “as soon as possible”

28% “when vaccines available to all”

17% “When there are fewer cases of COVID-19”

OTHER RESPONSES:

ASAP next month Raise fare to $1 disabled or $2 dollar to reduce time at when we have no limit on passengers because then we the farebox will have transfer limit for passengers left behind Now When majority of people get vaccinated

12. What is the most important priority GCTD should focus on to encourage the public to return to using transit?

Top 3 Priorities to Encourage Return to Transit

• CLEAN BUSES • SAFETY ON BOARD • INCREASE SERVICE LEVELS

OTHER RESPONSES: bus operator courtesy getting rid of passenger limits better routes beaches & faster service Show more respect for your employees, the customers will see the difference. team work / patience / procedural change Shouldn't encourage... until vaccines Fare collection Show people buses are being cleaned 7 of 14

13. As GCTD plans to restore service, which top TWO routes or service improvements should be prioritized first?

Top Service Improvements Needed 40 35 Route 6 Oxnard - Ventura Main St Route 1A/1B Oxnard - Port Hueneme 30 25 Route 23 Ventura Road 20 Route 21 Victoria Ave - Channel Islands Bl 13 11 Route 11 Telegraph Rd 10 Route 5 Hemlock Route 16 Ojai 0 Route 19 North Oxnard 1st Priority 2nd Priority

More frequent service (12) Tell drivers on Route 2 through Garfield not to speed. Make express buses Fleet / Facility improvements (4) Stop drivers from shopping at service for the people Restrooms for drivers Walmart on C Street terminal while 1 and 6 overcrowding change (bus operate schedules) leaving buses unattended, or those routes to more weekends & 40 unattended passengers. 21 go back to 30 minutes hrs Show your employees that you care about them 6 revised with less bus stops bus seat reconfiguration Route 6, take time away to put more company vehicle upgrades for respect the driver more frequencies workers Policies (3) More service all routes Cleaning (4) farebox collection better service sanitizing buses keep passenger count low and keep more routes / more service Personnel to clean / sanitized buses shuttle service on the routes. more service Route 6 (14 people max too little) maintaining sanitization more trips on 1A,1B, 6, 19, 23, 7 Bus Stops (2) all drivers should have access to lighting More frequent stops sanitation equipment bus stop lighting (too dark to see More service locations (6) Safety (4) people) Ban problem passengers on a daily hospital and doctor locations sanitizing bus stop benches basis if necessary Port Hueneme Marketing (2) safety for operators more routes / more service more marketing safety high schools and colleges Put more supervisors in the field for public relations routes in Oxnard safety Service Span (1) Other (4) Get back all the cut routes more am and pm service

14. What are the most common SUGGESTIONS you hear from passengers or community members in the past year?

Increase Service (30) to nearest stop more service / more buses Frequency of buses need to be To have to move time for the buses more frequent buses & service going added (layover time) at transit centers to Harbor add more frequency, later service, the connections more buses on route 6 and 1 faster service bus connections to bring back some of the routes that Routes that go through the Ox Blvd or were discontinued from Wagon Wheel almost - 3 miles add more buses to certain routes 8 of 14

Need more buses for services More Passenger Safety (11) Some routes a have long wait, don't Need security guards at VTC Cleaning (3) run often enough Clean rest rooms for all. Safe clean clean buses Add more buses to the routes when bus stops. More security at OTC, VTC, you can and cut down on the wait and CPM more sanitizers time People don’t feel safe on buses and they appreciated the sanitizers Later service to Ojai otc More control of unruly passengers not enough buses running Other (3) bus frequency Safety at transit centers OTC / VTC I have not heard anything. to put more buses so they can get To stay home, no party That VCTC buses look cooler, with the there faster be safe blue paint and blacked out windows. more buses on routes the use of homeless using the bus not Free wifi on the buses, more enforcement of policies on the bus, service and more buses on route being essential on time performance, better Can we clean up OTC, no smoking more buses communication of closed stops and signs Why don’t routes interline with one detours another safety on the bus Bus Stops (3) cut some time on some routes Their safety on the bus. Put back bus stop on J and Bard More routes more buses Bus benches and well lit bus stop Masks (3) more service areas More services on weekends, later provide mask for passengers Lighted bus stops services and early services. MASKS Driver Attitude (3) Increase service Wear a mask at all times, stay away Most drivers are great....bus some from people you don't know Back to regular routes drivers can be rude sometimes. A lot of drivers need customer service on busier routes, more service training Fares (3) increase bus service in busy routes Morning drivers need better attitude. to keep fare a low price later bus running times most just want the bus to always be Customer Information (1) free!! Give out more information about the services that we provide. You should charge the fare

15. What are the most common COMPLAINTS you hear from passengers or community members in the past year?

Homelessness Related Issues (16) Their safety when riding our buses. Service Issues (13) Homeless people on board Because there is no fare collection our homeless population will use the some routes take too long for the next bus to come homeless riding buses bus for shelter and take the seat of The negative impact of COVID someone who has an actual more stops long waiting time exacerbating the homeless issue. destination. Drivers not waiting for transfers Solving this requires a long term multi Passengers are afraid of the violent disciplinary effort. and uncivilized passenger not enough service uncomfortable conditions because of Too much transients on buses / more service, more stops homelessness and drug use causing issues Not enough time (layover time) at the Too many homeless people riding the Many passengers have big bags, transit centers buses with no destination sleeping on the bus, stinky passengers bus schedule lateness Homeless on buses The group of people that comes on The regular passengers complain the bus. They miss the buses to transfer to about the homeless buses no connecting all the drug use at the transit centers need more buses on the routes Too many homeless. Buses aren’t on time unruly passengers 9 of 14 not enough service being left due to the capacity door for baggage Not enough buses for the routes Amount of passengers on the bus not letting them use front door, and being left behind due to capacity on the size of their package/bags or Masks Compliance (12) the bus luggage Morning drivers have bad attitude Passengers refusing to wear a mask, Reduced passenger capacity holding up the bus. and divers don't say anything while limited service due to boarding his driving and kids jumping from seat Other passengers not wearing masks. capacity / they are passed by at the to seat. don’t like wearing a mask bus stop Seniors and people with disabilities are denied service at the front door. having to wear a mask that the buses are always full / late some buses take too long, waiting not using the mask time. Other (7) mostly complaints / frustrations in I haven't heard anything from capacity regards to masks, capacity, excess anyone. People getting left behind because baggage As for passengers you can’t appease the bus is at maximum capacity mask wearing, worker dependent on them free rides & free masks then are the bus to get to work still unhappy Passengers don't want to wear masks, Driver Attitude (11) social distancing, customer service the bus seats are too hard and don't drivers are not allowing elderly to needs addressed have cushions walk in the front door most complaints are on other MASKS Drivers attitude, rude, not helping passengers not following rules wearing a mask service from bus operators not enough sanitizers People cough or sneeze and don't bus drivers being too mean no hazard pay cover mouth (sp) (Courtesy) Why the 20 don’t run anymore? People wearing no mask bus drivers are not very helpful Overcrowding (11) Lack of customer service / overcrowding route 6 communication skills from drivers bypass Drivers not letting them use the front

16. As GCTD plans for the future, which employee programs would you like to see first?

OTHER RESPONSES:

Massages

BBQ / dinner events

training

vaccines Tailgate meetings with morning and night crew.

Top Requested Employee Programs

1st Heath Programs such as Wellness Room, Gym 2nd Employee BBQ’s, Lunch Events 3rd Professional Development / Training 10 of 14

17. Have you already received the COVID-19 vaccine?

17a. If you answered NO or Undecided, will you get the vaccine when it is available to you?

18. If you answered NO or Undecided to getting the vaccine, would an incentive make you more likely to get the COVID-19 vaccine?

19. Which incentive would encourage you to get vaccinated?

OTHER RESPONSES:

Nothing, I will be vaccinated as I don't need an incentive to make bring the shots to us soon as it is available to me. my own health decisions None. Stay in your lane. Stay out of I would not get the vaccine. Provide before day off to eliminate my personal medical convictions; Not charging sick days if we get time missed at work medical privacy and personal any reactions to it no longer having to wear a mask convictions are protected. I just don't do needles raise none nothing 11 of 14

20. Looking to the future, is there anything else you would like to share on how GCTD can recover from COVID-19?

General (11) together as a team Incentivize the passengers by giving out free pass to ride for free or offer Present the Recovery Plan to the nothing comes to mind Operations Supervisors and Operators more discounts to ensure they're informed about how more info sooner just please start charging fare so we the agency is looking to move We need to communicate better, all have less issues forward. The presentation could be of us, GCTD Reinstate fare collection, but NOT presented during a future safety More communication between Cash meeting. drivers and management! GCTD is taking advantage of a Other (7) number of Federal and state grants. Recovery is not an issue. Safety (8) Everything is running great Provide more training for everyone continue to practice safety Other Just keep on making it safe for us as Fairness to all employee and Just keep going. accountability to those not coming you have been into the office stay safe patience. time. need to education and adapt - wash & clean open up again expect the unexpected - plan in mask up in office / lunch room areas can we all get along :) (front and advance - prepare instead of react 100%! back) Just keep on working as a team, and just keep covering out mouths with we are doing all we can keeping safe at all times. masks You need to care for your Compensation (3) employees!!!!!! keeping us all safe hazard pay for all frontline essential Yes for upper management not to Continue to encourage employees employees harass the drivers & I don't mean to stay healthy, not to gather in large giving us hazard pay for every hour Supervisors groups, and not to come to work if worked since pandemic Senior management should quit sick, have had an exposure, or sent a text to everyone at the same hiding in office and come interact awaiting test results. time saying. "Congratulations you are with front line workers now, starting today will start receiving show more concern for employee hazard pay." Fares (7) welfare We should have never stopped slowly ease into return collecting fare. Because it's free, PD Services (2) wouldn't remove the troubled A fewer later routes servicing college passengers. in the evening when COVID better Communication (9) This just increased more homeless controlled Focus initially on making passengers people riding all day with no interline the routes for passengers fell safe onboard again. Then shift destinations and people who actually focus to improving services to make need our service can't ride because riding more appealing. the numbers are limited. Vaccines (2) More public outreach informing the Maybe incentive to riders who do get public on how safe it is to ride Start fare collections again. vaccinated, some type of paid ride keep more communication with all start charging because a lot of pass(es) personnel people riding the bus with no destination, and spreading the virus vaccines for all would be a start, to Pray for the bus! be safer Start charging

END OF RESULTS

Thank you to all staff who participated in this survey. The results from this survey will be used to help develop actions and strategies included in GCTD’s COVID-19 Recovery Plan. The report and responses will be shared with all employees and the public. 12 of 14

SAMPLE SURVEY 13 of 14 14 of 14