Fall 2018 Wheeltrans Newsletter.Pdf

Please Offer Me a Seat pregnant, living with a disability or are elderly may require a seat. CCESS ANewsletter of the Wheel-Trans Community Program Participation in the Please Offer Me a Seat Earlier this year, the TTC launched the new program is voluntary and customers do Please Offer Me a Seat Program to help not have to wear or present a visual customers living with accessibility needs identifier when asking for an accessible Special find or obtain a seat when travelling on the seat on TTC vehicles. TTC. Edition

Customers may request a Please Offer Me a Seat button or card from a Customer Message from Eve Wiggins, Head of Wheel-Trans Service Agent located at a subway station or from a Collector Booth at TTC stations. In this Special Edition Newsletter I am After a successful pilot, the Family of New Wheel-Trans customers will also very pleased to share with you a host of Services is now a permanent service receive a card in their welcome package. changes and improvements to the offering, allowing for more travel choices Customers have the option of wearing the services we provide to our Wheel-Trans for our customers. I would like to thank button or presenting the card when customers. everyone who made the pilot a success! travelling on the TTC. When customers Travel training will continue to be offered are in possession of the button or card: The Wheel-Trans for all those who want a bit of support team has been prior to regularly using the new services They do not have to give reasons or out in the city, offering. explain why they may need a seat. discussing the It does not guarantee a seat. The Transformation We have a number of exciting buttons and cards are intended to create Program and 10- improvements to our customer service, awareness that customers who are Year Strategy at beginning with the new call-back phone the Toronto system. We also have a new booking Seniors’ Forum, website coming out later this fall, new People in Motion, options for PRESTO fares and a Share the City of the Space Campaign on our subways, Toronto’s Newcomer Day and a number buses and streetcars to raise awareness of travel training information sessions for customers who require across the city. Our staff also had a booth seats on conventional at Lawrence West station to provide transit. Fall 2018 information about the Community Bus, and in Stan Wadlow Park after We recently launched a number of new participating in the East Canada Day policies, including a new Code of

40069372 Parade. We look forward to meeting with Conduct, Door-to-Door, Mobility Aids and you at our future events, starting with the Assistive Devices and Environmental 2018 TTC Public Forum on Accessible Sensitivity policy. We look forward to Transit on September 13 and Humber even more policies rolling out in the River Hospital’s community open house coming months reflecting the new ways on September 22! Continued on Page 2 scheduled. More fare options available on PRESTO Message from Eve Wiggins Take conventional transit for all or part of (continued from cover) your trip with Family of Services. TTC Monthly Passes and 12-Month Passes are 1. Set their fare type on their PRESTO Same day trips are guaranteed if you now available for all adults, seniors and youths card (i.e. senior/youth) at select we’re delivering services to you. travel Family of Services. to purchase on PRESTO. Shoppers Drug Mart locations or at the TTC's Customer Service Centre above Make sure your destination's operating The TTC Monthly Pass on PRESTO costs the Davisville Station. You must show The TTC continues to work on hours coincide with the time you plan to same ($146.25 for adults and $116.75 for government issued photo identification. infrastructure changes in meeting AODA arrive. requirements for 2025; the Coxwell Station seniors/youths) and provides the same 2. Create a My PRESTO Account (register If possible, consider travelling at off-peak unlimited travel for a month as a regular your card) online at www.prestocard.ca. elevators are now complete, and elevator times to avoid heavy traffic. projects at six new stations are underway. Metropass. 3. Sign up for the 12-Month Pass at Be ready and waiting five minutes before www.prestocard.ca. Platform gaps are also being evaluated your scheduled pick-up time. and fixed to meet with accessibility The 12-Month Pass on PRESTO costs the same ($134 for adults and $107 for Current MDP customers who would like to standards. Share the Space campaign seniors/youths), provides the same monthly switch from MDP to the 12-Month Pass must discount and unlimited travel for a month, and cancel their contract with the TTC before the Finally I would like to welcome the TTC’s Maybe you've seen the following requires the same 12-month commitment as fifth of the month, anytime between now and new CEO Rick Leary, who has been a advertisement on conventional buses, streetcars and the subway? the Metropass Discount Plan (MDP). However, December, and sign a new contract with champion of the Wheel-Trans 10-Year unlike the MDP pass which is mailed each PRESTO. Cancellation fees will be waived. If Strategy and Transformation Program from month, the 12-Month Pass on PRESTO is customers do not cancel their MDP before the the very beginning. We look forward to This is part of the TTC's Share the automatically available on a customer's end of this year, their last MDP pass will be continuing to work with him in all of our Space campaign PRESTO card each month. mailed in November for the December pass endeavours towards continued and encouraging period. improved accessibility on the TTC. customers to Customers can purchase their TTC Monthly offer their seat to Pass or 12-Month Pass on PRESTO in the In addition to the TTC Monthly Pass and 12- people with following ways: Month Pass on PRESTO, a new two-hour Tips for trips disabilities, the transfer is available to PRESTO customers only. Here are some tips to keep in mind when elderly or TTC Monthly Passes on PRESTO With the two-hour transfer PRESTO customers travelling on Wheel-Trans: pregnant At select Shoppers Drug Mart locations can hop on and hop off the TTC and switch customers. From PRESTO Fare Vending Machines direction within two hours from their first tap, Book trips as soon as possible. Bookings at select TTC subway station entrances without being charged another fare. The TTC's can be made up to seven days in The TTC has Online at www.prestocard.ca same transfer rules still apply to customers who advance been working Seniors and youths must bring pay by cash, tickets or tokens (continuous one- Visit www.mywheel-trans.ttc.ca hard to make the government issued identification to way journey with no stop overs). to book trips online. Online booking is system Shoppers Drug Mart or the TTC's available two hours earlier than the accessible to everyone by providing priority Customer Service Centre to set their fare PRESTO card readers are available on all reservations line, allowing customers to seating on every vehicle to accommodate type on their card before they can Wheel-Trans buses. The TTC continues to work book their trip anytime between 5 a.m. people with disabilities, elderly and pregnant purchase a TTC Monthly Pass on with PRESTO to find a solution for the sedan women as well as flip-down seats on new and 11 p.m., seven days a week. PRESTO. taxis. Until PRESTO is available on sedan taxis buses to create more flexible space for customers must pay their fare by tickets, When calling the Reservations Line, customers with strollers and wheelchairs. This 12-Month Pass on PRESTO tokens, TTC passes or cash. More information please have your registration number campaign helps to remind customers to share ready along with the destination address, the space with their fellow commuters. Only available online at www.prestocard.ca. will be provided when it's available. day and time you would like your trip Before customers can purchase at 12- Month Pass on PRESTO they must: To learn more about PRESTO visit ttc.ca/presto. saw the completion of elevators at Coxwell A Message from ACAT station, with another six stations currently under construction. Welcome to the fall issue of Access. So far, And second, the TTC has begun work to 2018 has been one of fix large platform gaps at some stations, to the busiest years on make it easier for customers using mobility record for ACAT and devices to board and exit subway trains. accessibility at the TTC. I hope to see you at the TTC’s Annual most. Anyone can ride the community bus place on September 13, at 1:16 p.m., TTC Public Forum on For assistance in planning your trip using the Public Forum on Accessible Transit on for a TTC fare. All they have to do is be at when a Pharmacist from FreshCo boards conventional TTC call 416-393-4636. There are many new initiatives that ACAT September 13. Your voice impacts one of the community bus stop locations the 404 and remains on the bus until 2:57 Accessible Transit Wheel-Trans customers can book their trips has had input on that will significantly priorities and helps us get closer to our or wave down the bus anywhere along the p.m. starting one week prior to the event on-line at improve your experience using Wheel- The Public Forum on Accessible Transit is goal - access for all. route. The TTC is piloting route expansions mywheel-trans.ttc.ca, calling Wheel-Trans, Trans, such as a new phone system with just a few weeks away. This year’s forum to the 400 Lawrence Manor and the 404 416-393-4222 or the Family of Services line, call-back capabilities, a new booking will update customers about TTC East York Community Bus routes. 416-397-5852. website coming later this fall and a new accessibility initiatives, including Family of In an effort to increase ridership, TTC staff clear set of customer policies. Services, Travel Training, the Community has been promoting these expansion Due to the high volume of customers Bus pilot and the Easier Access Project. routes as well as updating information on attending this event, please note that all Family of Services has now finished its pilot We will also be gathering feedback from our other three Community Bus routes. return trips will be organized after the event phase and due to the success of the pilot, customers about possible improvements finishes at 9:00 p.m. and will not be Wheel-Trans will continue to offer this to the TTC’s conventional and specialized TTC staff hosted an information booth in scheduled in advance. convenient and spontaneous service for transit services. Lawrence West Station to inform our customers. Thank you to everyone who customers about the 400 Lawrence Manor participated and provided feedback during Date: Emergency Protocol service and hand out goodies. Those we the pilot, as this gave valuable insight into Thursday September 13, 2018 The TTC is committed to helping all spoke to were happy to learn that anyone customers travel safely across the system. what worked well and what needs can ride the Community Bus for a TTC fare improvement. Location: or transfer. Beanfield Centre (formerly Allstream Customers who TTC employees Yuval Grinspun and Kathleen require Currently, Family of Services is optional for Barret having fun in front of the Community Centre) Exhibition Place On Canada Day, the Community Bus, all Wheel-Trans customers, but I strongly Bus at East York Canada Day Parade 105 Princes' Boulevard assistance in a along with TTC staff, ACAT members and subway station at encourage you to check out its benefits friends and family, proudly participated in Faster complaint resolution and determine how it could meet your Meet with TTC management, staff, and any time, the East York Canada Day parade. After The TTC recently launched a new system needs. The TTC has recently launched a ACAT members between 6 p.m. and including during the parade, participants and their families where the turn-around time for resolution travel training program, which is a great 7 p.m. an unplanned and friends gathered in Stan Wadlow Park of customer complaints will be significantly closure/emergen Designated Waiting Areas are way to safely learn how to travel on where the TTC hosted an information reduced. The new system will better track located on all subway station conventional fixed route services, buses, The forum will take place from 7 p.m. to cy, should use booth to promote the 404 East York customer complaints coming in through the intercoms platforms and are equipped streetcars and subways with support from 9 p.m. with intercom access to the Community Bus. both Wheel-Trans and TTC call centres, an experienced travel trainer. located at the station collector. websites and social media. Routing of How to get there: Upcoming Events: incidents will be sent to the appropriate Designated Waiting Area (DWA) or any Speaking of subways, I want to note two An accessible TTC bus will operate a Wheel-Trans will be participating in customer service departments in a few elevator to speak with station staff who will more pieces of good news. First, this year shuttle service from Bathurst Station to the Humber River Hospital’s community open hours instead of days. contact emergency responders. Beanfield Centre starting at 5 p.m. Return house on September 22. As a major buses will start at 9 p.m. community destination on the 400 We want to know… If possible, customers may also return to the Community Bus route, we are thrilled to be If you prefer to receive this communication subway and travel to the next accessible Customers can also travel on the part of this exciting event. We will also be electronically, or if you require this station. Transit Control will advise customers accessible 509 Harbourfront streetcar hosting numerous information booths information in an alternate accessible of significant delays and any accessibility from Union Station to the nearest stop to along the 400 Lawrence Manor route this format, please let us know by contacting impacts via eAlerts at @TTCnotices on the Beanfield Centre at Strachan Avenue fall to promote this service. Route 404 East Wheel-Trans customer service: Twitter. (approximately 300 metres walk). York also provides Ride n’ Learn [email protected] or 416-393-4111. opportunities, with the next one taking Headline Body

Accessibility at TTC's Line 1 extension stations A Message from ACAT station, with another six stations currently encourage a scent-free environment while Results from public consultations under construction. using Wheel-Trans services and to define Last spring, the TTC hosted four public Welcome to the fall how Wheel-Trans will handle situations consultation meetings on the Wheel-Trans issue of Access. So Second, the TTC has begun work to fix when customers encounter scents while 10-Year Strategy. They outlined the changes far, 2018 has been large platform gaps at some stations, on board a vehicle. we are making and were also held to get one of the busiest making it easier for customers using feedback from our customers. We focused years on record for mobility devices to board and exit subway Late cancellation/No-Show: Last ACAT and on improving the customer experience by trains. September the late cancellation/no-show accessibility at the anticipating customer's needs and making policy came into effect whereby we TTC. Wheel-Trans more modern, simple and I hope to see you at the TTC’s Annual encouraged consideration among flexible. Public Forum on Accessible Transit on customers when booking/cancelling their There are many new September 13. Your voice impacts priorities trips because of the adverse initiatives that ACAT The four public meetings were held between and helps us get closer to our goal - access consequences associated with late Raymond Dell’Aera has had input on April and May and began with an open for all. cancellation, no-show and cancel-at-the- ACA T Chair that will significantly house where guests were welcome to improve your experience using Wheel-Trans, door occurrences. explore information about the 10-Year such as a new phone system with call-back Wheel-Trans in the city Strategy and speak with TTC staff and ACAT capabilities, a new booking website coming June was a busy month for the Wheel-Trans Detailed information about these policies members. After the open house portion we later this fall and a new clear set of customer team who participated in numerous events can be found on www.ttc.ca/WheelTrans gave a presentation and then a panel of policies. throughout the city: /Customer_Polices.jsp Wheel-Trans and ACAT leadership answered questions from the audience. Family of Services has now finished its pilot We presented the 10-Year Strategy to the More Access Hubs! phase and due to the success of the pilot, Toronto Senior's Forum at City Hall. The TTC's first Access Hub, a shelter For a complete report on the meetings, Wheel-Trans will continue to offer this We attended the People in Motion Show, aimed at providing a comfortable waiting please go to http://www.ttc.ca/WheelTrans/ convenient and spontaneous service for our along with the members from TTC's space for Wheel-Trans customers in transit, Strategy/summary.jsp customers. Thank you to everyone who Advisory Committee on Accessible is now in service at Meadowvale Loop in participated and provided feedback during Transit (ACAT) to promote the Scarborough. The Access Hub boasts the pilot, as this gave valuable insight into 10-Year Strategy, Family of Services and multiple features, including heaters and what worked well and what needs Travel Training Pilot. accessible doors that are wave activated, Thomas Richardson waits for a Community Bus improvement. good lighting and generous seating that at Coxwell Station. We participated in the fourth annual City of Toronto's Newcomer Day to educate can accommodate several customers I strongly encourage you to check out customers about the TTC and Wheel- using mobility devices. Family of Services and its benefits and Trans. determine how it could meet your needs. We held travel training sessions in The second Access Hub will be opening in The TTC has recently launched a travel Scarborough, Etobicoke, North York and the next few months near Humber College training program, which is a great way to East York to help customers learn more north campus, with 16 more hubs safely learn how to travel on conventional about accessibility and how to travel scheduled for construction in 10 key fixed route services, buses, streetcars and safely and independently on the TTC's locations across the city over the next year. subways with support from an experienced conventional transit. This initiative is part of the Wheel-Trans 10- Community Bus events travel trainer. Year Strategy and is partially funded by the The Community Buses provide local service TTC staff will be at numerous community Public Transit Infrastructure Fund. in various neighborhoods in the city, linking Speaking of subways, I want to note two events over the coming months. For important destinations for those who need it more pieces of good news. First, this year customers who wish to attend, information saw the completion of elevators at Coxwell will be posted on Facebook, Twitter and on ttc.ca. New elevators give customers easier While many accessibility features are access Accessibility at TTC's Line 1 working well at new stations, the TTC is Accessibility upgrades are now complete at Woodbine and St. extension stations committed to correcting any deficiencies and Clair West stations. On October 12, TTC celebrated the official ensuring customers can be accommodated. Recently, an advocacy group posted a opening of Woodbine Station's second exit and the completion YouTube video raising concerns about of the new elevators. The celebration included brief remarks accessibility at stations on the Line 1 TTC testing platform markers from Andy Byford, TTC Chief Executive Officer, Councillor Josh extension. Colle, Chair of the TTC's Board of Directors, Janet Davis, to improve customer flow Toronto City Councillor for Ward 31 – Beaches-East York, and The TTC remains fully committed to The TTC has installed new markers along Debbie Gillespie, Chair of the Advisory Committee on meeting or exceeding requirements of the the platform at York University Station that Accessible Transit. Accessibility for Ontarians with Disabilities will allow customers to see where the train Act (AODA) by the deadline of 2025. doors will open and keep the areas clear for The upgrades at Woodbine Station also include a repaved bus those exiting. loop and improved lighting and signage. Woodbine Station the While the TTC has been proudly leading in 37th accessible station in the TTC's subway network. the area of accessibility, the video did With the new Automatic Train Control (ATC) highlight a few issues. TTC staff are system operating on the Line 1 extension, Similar upgrades are underway at Coxwell Station and will be reviewing with a view to implement the TTC is already testing ways to take complete before the end of 2017. With the addition of six new corrective measures where needed, advantage of the technology to improve subway stations through the Line 1 extension which opens on including as an example, opportunities for operating efficiency where it can. These December 17, the total number of TTC's fully accessible new braille signage and installing a new markers are possible because ATC guides subway stations will grow to 44 out of 75. curb ramp at York University Station to trains to the same precise stopping location access the south side of the campus. every time. To check the operating status of elevators at TTC's subway stations dial the Elevator Service Status Line is 416 539-5438 Elevators are not required at every In addition to the markers on the floor, (LIFT). Updates are available 24 hours a day, seven days a entrance, but in some cases secondary accessible symbols have also been installed week. elevators have been installed. At York at various places on the platform to indicate University Station, space has been where accessible seating is located on the allocated for future installation of an subway. elevator at the south entrance, should funding allow. When fully rolled out on Line 1 in a couple of years, ATC will improve service reliability The TTC’s priority under the Easier Access and provide an option to increase capacity program is to continue to add elevators in on the line. stations that are not yet accessible. Design No more holding on the phone! standards will be updated to provide York University Station was selected In July, a new, modernized telephone system was launched. The system provides additional elevators at future stations. because it is the busiest location that is not customers with greater flexibility when booking trips. Instead of having to remain on hold, Once all existing subway stations are a terminal station with ATC available. The customers can now request a contact centre representative call them back. Customers accessible, the TTC will consider adding durability of the markings and impact on will also be informed of their position in the queue. Simply provide a phone number to be more elevators at existing stations as part customer flow will be monitored throughout contacted at and can go on with their day until Wheel-Trans calls them back. of a future phase of Easier Access. the fall before expanding the program. them back. Callers will also be informed of Transformation Project their position in the queue and can simply Update on Transformation Program provide a phone number to be contacted at Over the past number of months, the and go on with their day. The system also Wheel-Trans team have been working accepts far more calls into its queue so you diligently to meet the goals outlined in the will always be able to get through to hold or 10-Year-Strategy, and have made ask for a call back if we don’t answer the significant headway to improve the phone. customer experience and service delivery. Navigating conventional transit with Family of Services part of regular Travel Training service delivery Travel Training is the TTC’s new program for Due to the success of the Family of Wheel-Trans customers to receive free, Services (FOS) Pilot, we are pleased to personalized support to learn the features announce that Wheel-Trans is going to and things to look out for when riding a continue to offer this convenient and conventional bus, subway, streetcar and flexible service for customers. Community Bus.

More than 1,400 customers took 9,471 The goal is to support customers who want FOS trips, and 4,829 surveys conducted to learn how to travel safely and over the year-long pilot proved FOS was a independently by providing them with the welcome service delivery option. Over 70 skills and confidence to do so. per cent of Wheel-Trans customers are satisfied with the service, and over 85 per The program provides up to four, one-hour cent of our customers are going to sessions to help customers with: trip continue to use the TTC's Family of planning, navigation, paying fare, boarding Services program. vehicles, requesting accessible features and problem-solving tips when unexpected Thomas Richardson waits for a Community Bus Customers also provided valuable insights challenges, such as delays and closures, at Coxwell Station. and based on their feedback in the next arise. Desrianne McIlwrick, Lead Travel few months, we will be adding more route Trainer, described why she loves the Travel selections and providing a simple, website Training program: application to book FOS trips. “As the TTC’s Lead Travel Trainer, I am No more holding on the phone! honoured to have the opportunity to support In July a new, modernized telephone customers as they learn to travel on the system was launched in the Wheel-Trans conventional fixed-route service. Walking Reservations Contact Centre. The system alongside a customer through their journey provides customers with greater flexibility to greater independence and self- when booking trips. Instead of having to confidence is so meaningful. The TTC’s remain on hold, customers can now Travel Training program has been designed request a contact centre representative call to give customers the personalized one-on- one training that works for them, making experience for all customers and is working each customers’ experience unique to to ensure our customers have the tools they them. Seeing someone master the skills need to use TTC services safely and they didn't think were possible, seeing an independently. increase in their self-esteem and knowing the positive impact that it has on their life is so rewarding and why I love my job!”

The switch from Wheel-Trans to conventional transit, or a combination of the two, have been rewarding for many of our customers. ACAT Chair Raymond Dell’Aera shared his motivation for using conventional transit and how the transition from Wheel-Trans has made his life easier on the TTC.

“I decided to try using conventional buses and subways several years ago while attending university in order to travel to and from school without having to do as much planning. I found that quickly got comfortable with this new form of transit, and began using it more regularly than Wheel-Trans. It allowed me to stay on campus for events and activities that I wasn’t able to know about in advance, increasing my independence. I also felt more integrated with my peers. Today, I mostly use conventional transit when travelling within Daniel Waldman being travel trained by Orientation and Mobility Specialist, Desrianne the city, and would recommend that McIllwrick. those who can should try to experience the same, because it has had a positive Change in Booking Experience impact on my life.” You will have noticed that your trips are held longer on the wait list before a definitive pick Stories like Raymond’s are the reason up time is provided. This is to make the why the TTC has created the Travel most efficient use of all of our resources and Training program. We understand that continue to give almost all customers a trip. using conventional transit may be new to We've heard from many customers that they some and intimidating for others. The are taken far out of their way or have to go TTC aims to ensure the best travel past their destination and back track in order to pick up other customers. To eliminate take immediate action if a customer this and provide better group trips, we threatens the TTC's safe and respectful have to hold a 30 minute window on your environment. In an effort to keep Wheel- trip time to be able to best match your trip Trans safe, customers who violate the code with others in the area so that in the end of conduct policy may be suspended. For you receive the most efficient and direct extreme offenses, customers can face journey possible. criminal charges.

We know that this change has been Door-to-Door: The Door-to-Door Policy frustrating to many customers who rely on presents clear guidelines on what to expect the exact trip time to book other services when being escorted to and from the such as home care and we are working to vehicle during Wheel-Trans pick-ups and try to limit the amount of time your trip will drop-offs for both door-to-door trips and be held on the waiting list. trips to Family of Services landmarks.

New policies for a safer and more Mobility Aids and Assistive Devices: respectful transit experience Accommodating customers using mobility aids or assistive devices is important to us. The Wheel-Trans Customer Experience This policy ensures that customers know Strategy includes a commitment to update what equipment and devices Wheel-Trans all customer policies over the next year can accommodate on its vehicles in order to with goals of creating policies that are ensure everyone's safety. simple and flexible, as well as creating a safe and respectful environment for all. By Vehicle Exception: Wheel-Trans offers a defining clear rules and guidelines for all variety of different vehicles in their fleet, in persons using or interacting with Wheel- order to provide efficient service to all Trans, customers will know what to expect customers. A vehicle exception occurs and how Wheel-Trans will support them on when a customer requires a specific vehicle their journey. type due to the nature of their disability. When customers are unable to travel in one To date, Wheel-Trans has implemented five or more of the vehicle types in the Wheel- policies: Trans fleet, this may limit both the customers' available trip options and the Code of Conduct: The Wheel-Trans Code efficiency of Wheel-Trans scheduling. This of Conduct Policy protects the integrity of policy defines the rules and guidelines for the TTC in accordance with By-Law No. 1. addressing these vehicle requirements. The Code of Conduct Policy defines rules and guidelines that all persons must follow Environmental Sensitivity: For customers while using TTC services or interacting with prone to chemical sensitivities, allergies and TTC customers and staff. The new Code of scent sensitivities, the Environmental Conduct Policy enables Wheel-Trans to Sensitivity Policy will be put in place to encourage a scent-free environment while Results from public consultations using Wheel-Trans services and to define Last spring, the TTC hosted four public how Wheel-Trans will handle situations consultation meetings on the Wheel-Trans when customers encounter scents while 10-Year Strategy. They outlined the changes on board a vehicle. we are making and were also held to get feedback from our customers. We focused Late cancellation/No-Show: Last on improving the customer experience by September the late cancellation/no-show anticipating customer's needs and making policy came into effect whereby we Wheel-Trans more modern, simple and encouraged consideration among flexible. customers when booking/cancelling their trips because of the adverse The four public meetings were held between consequences associated with late April and May and began with an open cancellation, no-show and cancel-at-the- house where guests were welcome to door occurrences. explore information about the 10-Year Strategy and speak with TTC staff and ACAT Detailed information about these policies members. After the open house portion we can be found on www.ttc.ca/WheelTrans gave a presentation and then a panel of /Customer_Polices.jsp Wheel-Trans and ACAT leadership answered questions from the audience. More Access Hubs! The TTC's first Access Hub, a shelter For a complete report on the meetings, aimed at providing a comfortable waiting please go to http://www.ttc.ca/WheelTrans/ space for Wheel-Trans customers in transit, Strategy/summary.jsp is now in service at Meadowvale Loop in Scarborough. The Access Hub boasts multiple features, including heaters and accessible doors that are wave activated, good lighting and generous seating that can accommodate several customers using mobility devices.

The second Access Hub will be opening in the next few months near Humber College north campus, with 16 more hubs scheduled for construction in 10 key locations across the city over the next year. This initiative is part of the Wheel-Trans 10- Community Bus events Year Strategy and is partially funded by the The Community Buses provide local service Public Transit Infrastructure Fund. in various neighborhoods in the city, linking important destinations for those who need it most. Anyone can ride the community bus place on September 13, at 1:16 p.m., TTC Public Forum on For assistance in planning your trip using the for a TTC fare. All they have to do is be at when a Pharmacist from FreshCo boards conventional TTC call 416-393-4636. one of the community bus stop locations the 404 and remains on the bus until 2:57 Accessible Transit Wheel-Trans customers can book their trips or wave down the bus anywhere along the p.m. starting one week prior to the event on-line at The Public Forum on Accessible Transit is route. The TTC is piloting route expansions mywheel-trans.ttc.ca, calling Wheel-Trans, just a few weeks away. This year’s forum to the 400 Lawrence Manor and the 404 416-393-4222 or the Family of Services line, will update customers about TTC East York Community Bus routes. 416-397-5852. accessibility initiatives, including Family of In an effort to increase ridership, TTC staff Services, Travel Training, the Community has been promoting these expansion Due to the high volume of customers Bus pilot and the Easier Access Project. routes as well as updating information on attending this event, please note that all We will also be gathering feedback from our other three Community Bus routes. return trips will be organized after the event customers about possible improvements finishes at 9:00 p.m. and will not be to the TTC’s conventional and specialized TTC staff hosted an information booth in scheduled in advance. transit services. Lawrence West Station to inform customers about the 400 Lawrence Manor Date: Emergency Protocol service and hand out goodies. Those we Thursday September 13, 2018 The TTC is committed to helping all spoke to were happy to learn that anyone customers travel safely across the system. can ride the Community Bus for a TTC fare Location: or transfer. Beanfield Centre (formerly Allstream Customers who Wheel-Trans Transformation Program team require members Yuval Grinspun and Kathleen Barret Centre) Exhibition Place On Canada Day, the Community Bus, having fun in front of the Community Bus at 105 Princes' Boulevard assistance in a along with TTC staff, ACAT members and East York Canada Day Parade subway station at friends and family, proudly participated in Meet with TTC management, staff, and any time, the East York Canada Day parade. After Faster complaint resolution ACAT members between 6 p.m. and including during the parade, participants and their families The TTC recently launched a new system 7 p.m. an unplanned and friends gathered in Stan Wadlow Park where the turn-around time for resolution closure/emergen Designated Waiting Areas are where the TTC hosted an information of customer complaints will be significantly located on all subway station The forum will take place from 7 p.m. to cy, should use booth to promote the 404 East York reduced. The new system will better track the intercoms platforms and are equipped 9 p.m. with intercom access to the Community Bus. customer complaints coming in through located at the station collector. both Wheel-Trans and TTC call centres, How to get there: Upcoming Events: websites and social media. Routing of Designated Waiting Area (DWA) or any An accessible TTC bus will operate a Wheel-Trans will be participating in incidents will be sent to the appropriate elevator to speak with station staff who will shuttle service from Bathurst Station to the Humber River Hospital’s community open customer service departments in a few contact emergency responders. Beanfield Centre starting at 5 p.m. Return house on September 22. As a major hours instead of days. buses will start at 9 p.m. community destination on the 400 If possible, customers may also return to the Community Bus route, we are thrilled to be We want to know… subway and travel to the next accessible Customers can also travel on the part of this exciting event. We will also be If you prefer to receive this communication station. Transit Control will advise customers accessible 509 Harbourfront streetcar hosting numerous information booths electronically, or if you require this of significant delays and any accessibility from Union Station to the nearest stop to along the 400 Lawrence Manor route this information in an alternate accessible impacts via eAlerts at @TTCnotices on the Beanfield Centre at Strachan Avenue fall to promote this service. Route 404 East format, please let us know by contacting Twitter. (approximately 300 metres walk). York also provides Ride n’ Learn Wheel-Trans customer service: opportunities, with the next one taking [email protected] or 416-393-4111. scheduled. More fare options available on PRESTO Message from Eve Wiggins Take conventional transit for all or part of (continued from cover) your trip with Family of Services. TTC Monthly Passes and 12-Month Passes are 1. Set their fare type on their PRESTO Same day trips are guaranteed if you now available for all adults, seniors and youths card (i.e. senior/youth) at select we’re delivering services to you. travel Family of Services. to purchase on PRESTO. Shoppers Drug Mart locations or at the TTC's Customer Service Centre above Make sure your destination's operating The TTC Monthly Pass on PRESTO costs the Davisville Station. You must show The TTC continues to work on hours coincide with the time you plan to same ($146.25 for adults and $116.75 for government issued photo identification. infrastructure changes in meeting AODA arrive. requirements for 2025; the Coxwell Station seniors/youths) and provides the same 2. Create a My PRESTO Account (register If possible, consider travelling at off-peak unlimited travel for a month as a regular your card) online at www.prestocard.ca. elevators are now complete, and elevator times to avoid heavy traffic. projects at six new stations are underway. Metropass. 3. Sign up for the 12-Month Pass at Be ready and waiting five minutes before www.prestocard.ca. Platform gaps are also being evaluated your scheduled pick-up time. and fixed to meet with accessibility The 12-Month Pass on PRESTO costs the same ($134 for adults and $107 for Current MDP customers who would like to standards. Share the Space campaign seniors/youths), provides the same monthly switch from MDP to the 12-Month Pass must discount and unlimited travel for a month, and cancel their contract with the TTC before the Finally I would like to welcome the TTC’s Maybe you've seen the following requires the same 12-month commitment as fifth of the month, anytime between now and new CEO Rick Leary, who has been a advertisement on conventional buses, streetcars and the subway? the Metropass Discount Plan (MDP). However, December, and sign a new contract with champion of the Wheel-Trans 10-Year unlike the MDP pass which is mailed each PRESTO. Cancellation fees will be waived. If Strategy and Transformation Program from month, the 12-Month Pass on PRESTO is customers do not cancel their MDP before the the very beginning. We look forward to This is part of the TTC's Share the automatically available on a customer's end of this year, their last MDP pass will be continuing to working with him in all of our Space campaign PRESTO card each month. mailed in November for the December pass endeavours towards continued and encouraging period. improved accessibility on the TTC. customers to Customers can purchase their TTC Monthly offer their seat to Pass or 12-Month Pass on PRESTO in the In addition to the TTC Monthly Pass and 12- people with following ways: Month Pass on PRESTO, a new two-hour Tips for trips disabilities, the transfer is available to PRESTO customers only. Here are some tips to keep in mind when elderly or TTC Monthly Passes on PRESTO With the two-hour transfer PRESTO customers travelling on Wheel-Trans: pregnant At select Shoppers Drug Mart locations can hop on and hop off the TTC and switch customers. From PRESTO Fare Vending Machines direction within two hours from their first tap, Book trips as soon as possible. Bookings at select TTC subway station entrances without being charged another fare. The TTC's can be made up to seven days in The TTC has Online at www.prestocard.ca same transfer rules still apply to customers who advance been working Seniors and youths must bring pay by cash, tickets or tokens (continuous one- Visit www.mywheel-trans.ttc.ca hard to make the government issued identification to way journey with no stop overs). to book trips online. Online booking is system Shoppers Drug Mart or the TTC's available two hours earlier than the accessible to everyone by providing priority Customer Service Centre to set their fare PRESTO card readers are available on all reservations line, allowing customers to seating on every vehicle to accommodate type on their card before they can Wheel-Trans buses. The TTC continues to work book their trip anytime between 5 a.m. people with disabilities, elderly and pregnant purchase a TTC Monthly Pass on with PRESTO to find a solution for the sedan women as well as flip-down seats on new and 11 p.m., seven days a week. PRESTO. taxis. Until PRESTO is available on sedan taxis buses to create more flexible space for customers must pay their fare by tickets, When calling the Reservations Line, customers with strollers and wheelchairs. This 12-Month Pass on PRESTO tokens, TTC passes or cash. More information please have your registration number campaign helps to remind customers to share ready along with the destination address, the space with their fellow commuters. Only available online at www.prestocard.ca. will be provided when it's available. day and time you would like your trip Before customers can purchase at 12- Month Pass on PRESTO they must: To learn more about PRESTO visit ttc.ca/presto. Please Offer Me a Seat pregnant, living with a disability or are elderly may require a seat. CCESS ANewsletter of the Wheel-Trans Community Program Participation in the Please Offer Me a Seat Earlier this year, the TTC launched the new program is voluntary and customers do Please Offer Me a Seat Program to help not have to wear or present a visual customers living with accessibility needs identifier when asking for an accessible Special find or obtain a seat when travelling on the seat on TTC vehicles. TTC. Edition