2047.2

September 26, 2020

TTC Board Members Transit Commission 1900 Yonge Street Toronto, M4S 1Z2

Dear Board Members:

The Advisory Committee on Accessible Transit (ACAT) is forwarding the approved minutes of its General Monthly meetings of July 30, 2020 and August 27, 2020 to the October 22, 2020 Board Meeting for information (attached).

Thank you.

Sincerely,

Mazin Aribi 2020 ACAT Chair

Attachments APPROVED TORONTO TRANSIT COMMISSION

COMMITTEE MINUTES

Minutes of Meeting: Advisory Committee on Accessible Transit Meeting No. 355

Meeting Date: Thursday, July 30, 2020 1:00 p.m. to 3:00 p.m.

Location: Virtual meeting via Webex

Present: Mazin Aribi, Chair Marian McDonell, Co-Vice Chair Igor Samardzic, Co-Vice Chair Margo Brodie Anita Dressler Carmen Galvan Jessica Geboers Debbie Gillespie Sean Hollingsworth Angela Marley Bobbi Moore James Pyo Sam Savona Mahendan Sivabalasundaram Chris Stigas

Pool Members: Ann-Marie Cole Hans Winther

TTC Representatives: Milly Bernal, Customer Communications Specialist Dwayne Geddes, Head of Wheel-Trans Matt Hagg, Senior Planner – System Accessibility Lodon Hassan, Assistant Manager – Customer Service, Wheel-Trans Marco Iorfida, Scheduling and Policy Specialist, Wheel-Trans Dean Milton, Manager – Strategic Initiatives, Wheel-Trans Charlene Sharpe, Manager – Planning and Policy, Wheel-Trans - 2 -

Copies: Rick Leary, Chief Executive Officer Kirsten Watson, Deputy CEO – Operations Kathleen Llewellyn-Thomas, Chief Strategy and Customer Officer Orest Kobylansky, Executive Director – Operations Gary Downie, Chief Capital Officer Josie La Vita, Chief Financial Officer James Ross, Chief Operating Officer Deborah Brown, Head of Marketing and Customer Experience TTC Board Members

Items Discussed:

1. Call to Order / Attendance 2. Declaration of Conflict of Interest 3. Approval of Agenda 4. Remarks from ACAT Chair 5. Review and Approval of June 19, 2020 Minutes 6. Review and Approval of June 25, 2020 Minutes 7. Business Arising out of Minutes / Outstanding Items 8. Deputation: Nil 9. Wheel-Trans 10-Year Strategy Update 10. Subcommittee Reports and Updates - Communications - Design Review - Service Planning - Wheel-Trans Operations 11. ACAT Subcommittee Meeting Highlights for the Next TTC Board Meeting 12. Report on TTC Board Meeting and Accessibility Matters 13. ACAT Recruitment 2021 14. Review of Correspondence 15. Other / New Business 16. Next Meeting – August 27, 2020 17. Adjournment

- 3 -

1. Call to Order / Attendance

Chair Mazin Aribi called the meeting to order at 1:06 p.m. and attendance was taken.

2. Declaration of Conflict of Interest

Nil.

3. Approval of Agenda

On a motion by Angela Marley, seconded by Bobbi Moore, the agenda was approved.

4. Remarks from ACAT Chair

ACAT Chair Mazin Aribi reported that on July 3 and July 20, 2020, the Toronto Advisory Committee (TAAC) held virtual meetings. One of the items discussed was the City of Toronto COVID-19 Response and Accessibility. TAAC Members recommended nine items to the Executive Committee. Item 5 of these recommendations reads that:

City Council request the Toronto Transit Commission Board to direct the Chief Executive Officer, Toronto Transit Commission to bring forward presentations on new or existing initiatives, detailing any efforts and modifications to accommodate persons with disabilities, as a response to COVID-19 response and recovery, to the November 16, 2020 meeting of the Toronto Accessibility Advisory Committee.

For more information, please visit the TAAC website.

July 3, 2020 meeting link: http://app.toronto.ca/tmmis/getMeetingMonitor.do?function=doPrepare&meetingId=16037& amp;m=d%20-%20Meeting-2020.DI7%20-%20Meeting-2020.DI7#Meeting-2020.DI8

July 20, 2020 meeting link: http://app.toronto.ca/tmmis/viewAgendaItemHistory.do?item=2020.DI9.1

The next TAAC meeting is scheduled for September 24, 2020 at 9:30 a.m. at City Hall, Committee Room 1 or virtually.

On July 22, 2020, ACAT members learned that, as part of the Easier Access Program, the elevators at have been put into service ahead of schedule. With this milestone completed, Wellesley is now the 47th accessible station for all customers.

5. Review and Approval of June 19, 2020 Minutes

On a motion by Angela Marley, seconded by Debbie Gillespie, the minutes of the June 19, 2020 meeting were approved.

6. Review and Approval of June 25, 2020 Minutes

On a motion by Sam Savona, seconded by Bobbi Moore, the minutes of the June 25, 2020 meeting were approved.

- 4 -

7. Business Arising Out of Minutes / Outstanding Items

- Item: Review of the Impact of Curb-Side Bike Lanes on Wheel-Trans Customers and Operators in Accessing Certain Pick-Up / Drop-Off Locations - Ongoing

Members raised concerns that this issue not be forgotten, especially given the City of Toronto’s rapid buildout of bike lanes in response to COVID-19. They flagged specific issues around new, very long stretches of cement barricades that do not seem to allow for any access from the street. Staff advised that the TTC Project Planning & Development, Operations Planning team is now leading on this item. It was agreed that A.J. Takarabe, Operations Planner would be invited to the Service Planning Subcommittee to provide an update.

Members highlighted a number of specific issues and recommendations for consideration. They underlined the direct impact on Wheel-Trans customers and Operators and the need for Wheel-Trans and the Wheel-Trans Operations Subcommittee to stay well informed and engaged on this item. They stressed the importance of tracking and addressing Wheel-Trans customer complaints to Customer Service, and complaints from Wheel-Trans Operators, as ways of identifying and fixing specific problem areas. They flagged that most Wheel-Trans customers do not complain to Customer Service when they have an issue, so there needs to be a better way to prevent and identify problem areas now and going forward when bike lanes are being significantly expanded.

Members suggested that Wheel-Trans schedulers could potentially identify high-use stops and monitor them, or staff could proactively seek out information on probable problem areas.

Members underlined that accessible subway entrances need to be given priority as high-use Wheel-Trans stops. The distances that Wheel-Trans customers are now being asked to walk at pick-up and drop-off stops must also be kept in mind and addressed.

- Item: Higher Priority to Resolving Inconsistencies with Wheel-Trans Pick-Ups and Drop-Offs at Subway Stations in support of Family of Services - Completed

This item is to be moved to the Wheel-Trans Operations Subcommittee as a standing agenda item for monthly updates. It was agreed that ACAT members working directly on this issue would be requested to participate in the WTOS meetings when the topic is going to be discussed.

- Item: GTHA Accessibility Advisory Committee (AAC) Joint Meeting - Ongoing

No further updates.

The committee noted that the GTHA Regional Specialized Transit Working Group continues to meet and suggested that an update from them could be relevant and useful. It was agreed that Charlene Sharpe, Manager – Planning and Policy, Wheel-Trans would provide an update on the recent meetings and its work throughout the COVID-19 response at the next ACAT meeting.

- Item: Subway Platform (Vertical and Horizontal) Gap – Completed.

This item has been moved to the DRS Outstanding Items List. Members requested that an update be shared at the upcoming DRS meeting, if possible. - 5 -

- Item: Motion – Need for Dual Elevators at Finch West Interchange Station to the LRT Platform Level, and - Item: Motion – TTC Second Elevator at Subway – LRT Interchange Stations - Ongoing

The Committee flagged that the most recent update on these two items should be noted. Dwayne Geddes, Head of Wheel-Trans, had agreed to work with Gary Downie, Chief Capital Officer on a draft motion that could be presented by a TTC Board Member addressing these items. Members expressed its hope that such a motion would help prioritize these items as part of the TTC’s Easier Access 4 initiative.

- Item: TTC Service on Kilgour Road (Deputation from Meenu Sikand and Dennise Carrasco) - Ongoing

No updates until at least next year, or until the Eglinton Crosstown LRT nears completion. The committee agreed to move the item to the bottom of the Outstanding Items list and note it as “Deferred until Line 5 is almost operational.”

- Item: Update on the New TTC Website and Updated Station Descriptions which have been on hold - Ongoing

Milly Bernal, Customer Communications Specialist advised that the updated station descriptions are no longer on hold and are being added to the current TTC website. Members welcomed this news and stressed the importance of having accurate information available on the website for customers. An overall update on the new TTC website will be presented at an upcoming Communications Subcommittee meeting. The launch date for the new TTC website has not been set.

- Item: Registration and whether it can be activated without an email/online process - Ongoing

No further updates.

The committee repeated its concerns about the equity issues that this situation raises and requested that TTC staff follow-up with PRESTO on the item.

8. Deputation

Nil.

9. Wheel-Trans 10-Year Strategy Update

Dwayne Geddes, Head of Wheel-Trans provided an update focused on any changes since his last reports at the ACAT meetings on June 19 and June 25, 2020.

Wheel-Trans Mobile App

Staff are working on getting the mobile app out to ACAT members and other Wheel-Trans customer volunteers for about a month of testing and feedback. The testing will likely begin at the end of August. It will then fine-tune the app before releasing it to all Wheel-Trans customers.

- 6 -

Access Hubs

All Access Hubs are now essentially open. Some walk-throughs are being done to review any deficiencies and ensure they are up and running.

COVID-19 Measures

A detailed report on the COVID-19 measures and changes coinciding with Stage 2 was reviewed at the last ACAT meeting. There are no new additions.

Toronto is entering Stage 3 on July 31, 2020. Wheel-Trans has not made any more changes. However, they plan to return to ride-sharing at some point.

Questions and Comments from the Committee:

A member noted they had understood a group would be involved in accessibility testing of the mobile app, including testing it on different devices such as screen readers, before it was released to all of ACAT for general testing. This had been the testing process when the Wheel-Trans self-booking website was developed.

Dwayne Geddes advised that accessibility testing will be included in the ACAT testing phase, noting that ACAT members will test it for functionality on different devices such as screen readers. These testing steps are not being sequenced, they are being integrated into one. Dwayne requested that if ACAT has any recommendations for other volunteers who should test the app, to advise staff and they will arrange it.

Staff advised that feedback on the Wheel-Trans self-booking website and the mobile app should be provided to Charlene Sharpe, Manager - Planning and Policy, and Ross Visconti, Project Manager.

A member flagged the issue, raised at the Wheel-Trans Operations Subcommittee meeting on July 10, 2020, that customers who cannot wear masks still cannot book their rides using the self-booking website. They noted this might also pose a barrier to them fully testing and providing feedback on the mobile app. Staff advised they are working on a resolution to this issue and have some ideas for the removal of this barrier.

A member asked if there was any update on the Wheel-Trans reopening strategy and return to pre-COVID service now that Toronto is entering Stage 3. They wondered if there was a general timeline or if it was still being worked out.

Staff advised that the timeline and plan are outlined in the report, “COVID-19 – Transitioning from Response to Restart and Recovery”, presented to the TTC Board in June and was reported to ACAT at the last two general meetings on June 19 and 25, 2020. The strategy is transparent and includes when certain things would shut down and reopen.

Staff had recommended starting ride-sharing again in September when a surge in ridership is expected. If ridership surges before or after that time, that is when they will switch from solo rides back to ride-sharing.

- 7 -

10. Subcommittee Reports and Updates

Communications Subcommittee (CS) – Bobbi Moore, Chair

A CS virtual meeting via Webex was held on July 2, 2020.

CS members discussed the outstanding items:

 Interchange station announcements on subways – Milly Bernal, Customer Communications Specialist will provide an update at the next meeting.  Wheel-Trans stops at subway stations – Staff reported updates have been changed on the Wheel-Trans self-booking site which is live as of July 2, 2020.  Family of Services bus stop pole symbols – There will be an update in late fall 2020. All 16 Access Hubs are to be completed by end of summer 2020  Easier Access station accessibility upgrades remain a priority and short closures are being explored to speed up station accessibility upgrades.  Station accessibility and description information is not being updated on the TTC website because communications staff are extremely busy with COVID-19.

ACAT Feedback/Questions on COVID-19 – Responses from TTC Staff:

 Temporary “drop-off only” mode is no longer in effect.  As of July 2, 2020, front and rear-door boarding started and the mandatory mask policy is in effect. Efforts are being made to advise the public of possible exemptions.

Mask Exemption Cards/Buttons:

 CS members had seen the artwork for the mask exemption cards and buttons. The cards were now available and the buttons would be available shortly. Ways to distribute these are still being considered.  Hand sanitizer is available in all subway stations and will be in all WT vehicles soon.

Update on TTC Communications Campaigns:

 Staff advised that the next campaign will likely focus on helping people feel safe travelling on the TTC again. ACAT will be asked for input.  CS members questioned physical distancing indicators for people with vision loss. Staff suggested that as ridership increases, physical distancing will become difficult, but asked if the subcommittee had any ideas.  CS members suggested that staff contact the tactile flooring provider the TTC sometimes uses who has some information or options. Staff agreed and will follow up.

CS members requested, in order to avoid confusion when the specific shade of blue appears to be the same or very similar to the ISA blue, that TTC staff be mindful of this concern and consider how colour choices could be changed or tweaked. Members emphasized that this shade of blue be reserved for accessibility as much as possible.

The Wheel-Trans Access newsletter was also discussed.

- 8 -

Questions and Comments from the Committee:

A member asked how it will be determined who is allowed to get the mask exemption cards and buttons, if people have to go and formally ask for them, or if an online tool is being used. Members also asked how it is being communicated that these cards and buttons are available.

Milly Bernal, Customer Communications Specialist, advised that people can call TTC Customer Service and Wheel-Trans Customer Service to request a button or card be mailed to them. If they would like to get one sooner, they can also go to the TTC Customer Service Centre at 1900 Yonge Street which has now reopened.

Staff are not medical professionals and are not requiring proof that people need the mask exemption cards and buttons for medical reasons. They are not promoting them widely and are trust that customers are using them appropriately. Information about the mask exemption cards and buttons is available on the TTC website, including any place where masks are mentioned. A Wheel-Trans email communication was sent out to all Wheel-Trans customers with an email address. Information is also included in the upcoming Wheel-Trans Access newsletter.

Design Review Subcommittee (DRS) – Chris Stigas, Chair

A DRS virtual meeting via Webex was held on July 8, 2020.

Staff presented the Easier Access design for , which consists of two new elevators, including an elevator from street to concourse replacing the existing southwest stairs, and a new elevator from concourse to subway platform. The existing stairs and escalator to the subway platform will also be moved south. There will be a small elevator entrance building at street level, and there will be a stop and curb ramp for Wheel-Trans.

DRS members raised a few questions and concerns including:

 Snow clearing outside of the elevator entrance building  The possibility of a layby for Wheel-Trans vehicles and where customers could wait  Request for a crosswalk or traffic light to permit people from the east side of Queens Park to access the elevator  Why the second exit is not going to be accessible  Ensuring sufficient space between the subway platform edge and the relocated stairs and escalator

Staff will take back these concerns. They advised that accessibility of the second exit is outside of the scope of the current project, but will be considered as part of the Easier Access 4 study.

A DRS virtual meeting via Webex was also held on July 20, 2020. The report on this meeting was deferred until the next ACAT meeting.

The next DRS meeting is on Tuesday, August 18, 2020.

Questions and Comments from the Committee:

A member raised that they wanted to include the issue of adding accessible washrooms to any new station being built or major station retrofit. The current standards would need to be changed - 9 -

because they appear to indicate only terminal and interchange stations have washrooms.

Staff advised that the plan is to add new washrooms at any new station; however, the TTC is no longer building new stations, as this has become the purview of Metrolinx. Staff have taken note of ACAT’s request for washrooms as part of ACAT’s feedback on the Islington Station Redevelopment and Easier Access: Preliminary Design Overview at the July 22, 2020 DRS meeting.

A member suggested that Victoria Park Station, where a staff washroom was made accessible, might offer a precedent for a creative solution to this issue. However, staff noted that while this washroom is accessible, it is not a public washroom.

A member stressed that ACAT should not rely on TTC staff to bring these issues forward and should take them to the TTC Board in the form of a motion. It was noted that, at the July 22, 2020 DRS meeting, the subcommittee suggested bringing a draft motion to its next meeting scheduled for August 18, 2020. If passed, this motion would then be reported at the ACAT meeting on August 27, 2020.

Committee members suggested that this motion could be a way to try to address a number of items:

 New stations being built, probably by Metrolinx, having accessible washrooms  Changing the standards for the current Easier Access upgrades which do not adequately cover the issue of accessible washrooms  Including a second accessible entrance at all new stations

Service Planning Subcommittee (SPS) – Anita Dressler, Chair

There were no SPS meetings since the last ACAT meeting on June 25, 2020. The next SPS meeting is scheduled for Wednesday, August 12, 2020.

Wheel-Trans Operations Subcommittee (WTOS) - Sam Savona, Chair

A WTOS virtual meeting via Webex was held on July 10, 2020.

Cameron Penman, Manager – Customer Service, Wheel-Trans reported that the self-booking website has been reopened. Trip demands have risen, so it is important to provide the online booking option. Only occasional trips can be booked through the website. Regular/recurring trips must be vetted through Reservations. When customers book their trip using the self-booking site, they are required to answer an online COVID-19 screening questionnaire to proceed to their trip. If they do not pass the questionnaire, they must contact Reservations about booking their trip. Also, advanced booking of trips has been extended from two days to seven days as it was pre-pandemic. The trip reminder/confirmation callouts have started at 7:00 p.m. rather than 5:00 p.m. as it was before.

Protective barriers will be installed on the entire Wheel-Trans fleet, with installation to begin imminently. The six-metre ProMasters will be the first vehicles to have barriers installed because it is harder to physically distance on these smaller vehicles.

- 10 -

Charlene Sharpe, Manager – Planning and Policy, Wheel-Trans and Loris Dametto, Program Manager – Vehicle Procurement, provided an update on the progress of the new Wheel-Trans 7-metre ProMaster bus. Staff has been meeting weekly with the vehicle vendor Creative Carriage. A progress update had been emailed to all ACAT members on July 6, 2020. The email had indicated that the pilot vehicle would be delivered in July. However, the vendor and the TTC are carrying out a series of tests and it will not be in the TTC Maintenance department’s hands until August. The Joint Health and Safety Committee will do a detailed review and the vehicle will be made ready for ACAT to take a test drive or actual trip. Staff would like the entire ACAT group who reviewed the vehicle to have the opportunity to test it.

Marco Iorfida, Wheel-Trans Scheduling and Policy Specialist, reported on the Wheel-Trans stops and landmarks. All outstanding items have been resolved. The stop at the northeast corner of Yonge and Dundas, requested by ACAT, has been approved and now has gone to Service Planning for review of the stop and signage, etc.

Travel Training is currently paused due to COVID-19.

ACAT members are going to be involved in the testing of the Wheel-Trans mobile app. Lodon Hassan, Assistant Manager – Customer Service, advised that the app was not yet ready to be tested by WTOS and ACAT. An email will be sent to members when the app is ready for the test phase, likely to be led by Charlene Sharpe.

The next WTOS meeting is on Thursday, August 20, 2020.

11. ACAT Subcommittee Meeting Highlights for the Next TTC Board Meeting

CS:  Issues of access during the COVID-19 pandemic – the impact of the COVID-19 pandemic on customers with disabilities and seniors  Recommendation of the use of the colour blue in accessibility communications

DRS:  Second accessible entrances and second elevators – Although these seem to be perceived as a nice-to-have item, they are essentially a human right.

12. Report on TTC Board Meeting and Accessibility Matters

A TTC Board meeting was held on July 14, 2020 via Webex.

The approved minutes of the February 27, 2020 ACAT meeting were received by the Board.

TTC staff presented a report and a presentation titled “Wheel-Trans Transformation Program: 2020 Update”.

TTC staff presented a report titled “Easier Access Phase III: Project Status Report”. As part of the Easier Access Phase III accessibility initiative, staff recommended the construction authorization to make Donlands and College stations accessible with a second exit/entrance.

The ACAT Chair reported on the ACAT meeting highlights regarding the impact of COVID-19 on people with disabilities:

- 11 -

“There needs to be a greater understanding of how the COVID-19 strategies impact seniors and people with disabilities disproportionality compared with able-bodied individuals. For example:

 It is more difficult to hear through glass shields (not all hearing-impaired persons read lips). Also, masks hide lips, making it difficult for people with hearing challenges.  People who are blind or have low vision have difficulty social distancing as they cannot tell how far away they are from others, without sound/voice cues, especially as environments have changed.  Blind or persons with low-vision rely on physically touching objects for support or for obtaining information.

ACAT would also like to acknowledge the work that TTC staff have accomplished during this time. Some of this includes using one customer per vehicle, consulting with ACAT for the COVID-19 communication/education campaign and restarting ACAT meetings.”

People must continue to remain vigilant during this time and help each other as best they can. The vulnerable are usually the ones that suffer the greatest.

ACAT members are encouraged to review the TTC Board meeting agenda, reports and presentations from the July 14, 2020 meeting at: http://www.ttc.ca/About_the_TTC/Commission_reports_and_information/Commission_meetings/ 2020/July_14/Agenda/index.jsp

The recorded video of the entire meeting is at: https://www.youtube.com/watch?v=zikLgMFZDkk The ACAT Chair informed the TTC Board of the next ACAT meeting on July 30, 2020 via Webex.

The next TTC Board meeting is on Thursday, September 24, 2020.

13. ACAT Recruitment 2021

Lodon Hassan, Assistant Manager – Customer Service, provided an update on plans for ACAT Recruitment for 2021. The usual in-person information session will be shifted to an online process. The content usually provided by the ACAT Chair will be posted online for potential candidates to review.

A Frequently Asked Questions (FAQ) document will be created and posted online to help prospective members understand the roles prior to committing to a position, underlining that ACAT membership is strictly voluntary. This draft online content will be shared with ACAT members for review and feedback before finalizing. Interviews and shortlisting meetings will happen over the phone or via Webex, depending on the candidates’ preference.

Questions and Comments from the Committee:

A member asked if there would be a quick way for candidates to receive responses to any questions they might have. Staff advised they will be posting the ACAT email address where applications and any questions can be sent. Wheel-Trans staff have access to the email and should be able to respond quickly given that the volume of emails is not high.

- 12 -

In response to a member, staff indicated that application forms should be available in a fillable online form, a downloadable PDF and Word format.

A member asked about planned marketing and public outreach efforts to let people know that members were being recruited for ACAT. They recommended the quicker the word gets out, the better so that people have enough time to apply. It was noted that the ACAT Terms of Reference outlines specific measures for advertising ACAT recruitment, including the newspaper and TTC website.

Members made additional suggestions for advertising the recruitment, including a Wheel-Trans email blast (possibly with the FAQ or application attached), the Wheel-Trans Access newsletter if an issue is going out in early September, social media, and in-station communications, such as posters, screens and announcements.

Staff advised they would start the communications shortly once the necessary recruitment information was ready on the TTC website. Their plans include whatever communications channels have been used in the past and they will follow-up with ACAT members on further details, as desired.

In response to a member’s question, staff outlined the timeline for the recruitment process. Applications will be opened from September 1 to 14, 2020. The following week, applications will be reviewed and shortlisted. Starting September 21, 2020, TTC staff Lodon Hassan and Matt Hagg, ACAT Chair Mazin Aribi and a representative from the City will begin the interview process. Staff confirmed that the recommendation to the TTC Board of the appointment of the new ACAT members should be ready for the TTC Board meeting on October 21, 2020. Newly- appointed ACAT members would commence their term on January 1, 2021.

Members expressed some concern that the recruitment process was happening slightly later this year than they had earlier agreed, to allow ample time for selection, reporting to the TTC Board, Board consideration and decision. It was noted that the ACAT Terms of Reference may have been modified to reflect planned earlier recruitment each year.

14. Review of Correspondence

Nil.

15. Other / New Business

Priority Bus Lane Implementation

A member flagged that the TTC Board had recently approved priority bus lane implementation. They noted that the accompanying project document does not appear to include consideration of accessibility beyond standard City of Toronto text on equity. Stakeholder consultation appears to have begun and the project is advancing quickly. The committee wondered if ACAT would have the opportunity to comment, possibly at a subcommittee meeting in the near future, and if ACAT had already had any previous input.

Matt Hagg, Senior Planner – System Accessibility advised that ACAT would have been made aware of priority bus lane implementation at a very high level as part of the 5-Year Service Plan consultation in 2019. It was agreed that the priority bus lane implementation Project Team - 13 - would be invited to an upcoming Service Planning Subcommittee meeting to review plans for the project.

Wellesley Station

A member advised they had visited Wellesley Station, which has recently been made accessible, and will forward their feedback and accompanying photos to Matt Hagg.

16. Next Meeting – August 27, 2020

The next meeting of ACAT will be held on Thursday, August 27, 2020 from 1:00 p.m. to 3:30 p.m. via Webex.

17. Adjournment

On a motion by Jessica Geboers, the meeting was adjourned at 3:21 p.m.

Stephanie Power Recording Secretary APPROVED

TORONTO TRANSIT COMMISSION

COMMITTEE MINUTES

Minutes of Meeting: Advisory Committee on Accessible Transit Meeting No. 356

Meeting Date: Thursday, August 27, 2020 1:00 p.m. to 3:30 p.m.

Location: Virtual meeting via Webex

Present: Mazin Aribi, Chair Marian McDonell, Co-Vice Chair Margo Brodie Anita Dressler Carmen Galvan Jessica Geboers Debbie Gillespie Sean Hollingsworth Angela Marley Bobbi Moore James Pyo Sam Savona Mahendan Sivabalasundaram Chris Stigas

Regrets: Igor Samardzic, Co-Vice Chair

TTC Representatives: Milly Bernal, Customer Communications Specialist Dwayne Geddes, Head of Wheel-Trans Matt Hagg, Senior Planner - System Accessibility Lodon Hassan, Assistant Manager - Customer Service, Wheel-Trans Dean Milton, Manager - Strategic Initiatives, Wheel-Trans Charlene Sharpe, Manager - Planning and Policy, Wheel-Trans Lema Salaymeh, Senior Community Liaison Heather Brown, Manager - Corporate Communications Mark Mis, Head -Service Planning & Scheduling Cameron Penman, Manager - Customer Service, Wheel-Trans James Ross, Chief Operating Officer

- 2 -

Copies: Rick Leary, Chief Executive Officer Kirsten Watson, Deputy CEO – Operations Kathleen Llewellyn-Thomas, Chief Strategy and Customer Officer Orest Kobylansky, Executive Director – Operations Gary Downie, Chief Capital Officer Josie La Vita, Chief Financial Officer James Ross, Chief Operating Officer Deborah Brown, Head of Marketing and Customer Experience TTC Board Members

Items Discussed:

1. Call to Order / Attendance 2. Declaration of Conflict of Interest 3. Approval of Agenda 4. Remarks from ACAT Chair 5. Review and Approval of July 30, 2020 Minutes 6. Business Arising Out of Minutes / Outstanding Items 7. Deputation: Nil 8. Wheel-Trans 10-Year Strategy Update 9. Subcommittee Reports and Updates − Communications − Design Review − Service Planning − Wheel-Trans Operations 10. ACAT Subcommittee Meeting Highlights for the Next TTC Board Meeting 11. Report on TTC Board Meeting and Accessibility Matters 12. Review of Correspondence 13. Other Items / New Business 14. Next Meeting – September 25, 2020, Friday 15. Adjournment - 3 -

1. Call to Order / Attendance

Chair Mazin Aribi called the meeting to order at 1:10 p.m. and attendance was taken.

2. Declaration of Conflict of Interest

Nil.

3. Approval of Agenda

On a motion by Chris Stigas, seconded by Sean Hollingsworth, the agenda was approved.

4. Remarks from ACAT Chair

ACAT Chair Mazin Aribi stated that the ACAT Executive provided feedback on the two motions the TTC staff put together:

• The need for a second elevator at Finch West interchange station to the LRT platform level • TTC second elevator at subway LRT interchange stations. Dwayne Geddes will provide further updates later on this agenda towards the motions.

In addition, the Access Newsletter advertised that Wheel-Trans is looking for 100 volunteers to test the new Wheel-Trans mobile app set to be launched this year. The deadline for participating is September 15, 2020.

5. Review and Approval of July 30, 2020 Minutes

On a motion by Debbie Gillespie, seconded by Bobbi Moore, the minutes of the July 30, 2020 meeting were approved.

6. Business Arising Out of Minutes / Outstanding Items

- Item: Review of the Impact of Curb-Side Bike Lanes on Wheel-Trans Customers and Operators in Accessing Certain Pick-Up / Drop-Off Locations – Ongoing. To be discussed at the next Service Planning Subcommittee meeting.

- Item: GTHA Accessibility Advisory Committee (AAC) Joint Meeting – Ongoing. An update to be provided during the Wheel-Trans 10-Year Strategy Update.

- Item: Motion – Need for Dual Elevators at Finch West Interchange Station to the LRT Platform Level – Ongoing.

- Item: Motion – TTC Second Elevator at Subway – LRT Interchange Stations – Ongoing.

- Item: Update on the New TTC Website and Updated Station Descriptions which have been on hold – Ongoing. Updates will be discussed at the next WTOS meeting in September. Lodon Hassan to invite Angela Marley.

- 4 -

- Item: PRESTO Card Registration and Whether it can be Activated without an email/online process – Ongoing.

Mazin Aribi reminded Staff of the TTC’s requirements that the TTC is to collect fares through PRESTO technology. Some TTC customers do not have emails in order for them to fully benefit from the use of the PRESTO features (register and setup account). TTC should advocate for equity with PRESTO on behalf of its customers.

Heather Brown mentioned this issue with PRESTO a few months ago and they were interested in exploring new options but she has not heard back since.

A member stated that it is a provincial AODA requirement since PRESTO is provincial. Heather Brown will follow up on this item with PRESTO.

7. Deputation:

Nil

8. Wheel-Trans 10-Year Strategy Update

Charlene Sharpe, Manager of Planning and Policy, Wheel-Trans, provided an update on the GTHA Special Transit Working Committee which has been recently renamed to Regional Specialized Transit Working Group. This is due to other transit properties outside of the GTHA joining the committee - Simcoe County, Halton Hills, and Peterborough.

Transfer Location Features

A meeting was held on August 19, 2020 to discuss transfer location features. The Working Group is developing standards in order to have consistency across the province, with regional and GTHA transfers and ensuring requirements for each regional transfer location. This item is close to being completed.

COVID-19 Measures

Weekly meetings had been set up in order to keep consistency. New implementations in response to COVID-19 have been put in place as well as the recovery process and its timing. The goal is that customers experience consistency when transferring to different locations. The next meeting is scheduled on October 7, 2020.

Dwayne Geddes and Charlene Sharpe gave an update on Wheel-Trans ride sharing. Wheel- Trans is working with regional groups’ solo rides. So far, two regions have started ride sharing - Durham and Hamilton. Oakville will be to be introduced to it soon.

High Number of Complaints on Wheel-Trans Trip Reservation

A Board Report will be submitted by Staff in September which will provide great news for Wheel-Trans customers regarding customer wait time for Reservations. During peak times, customers wait longer than 15 minutes on average. To help reduce wait times, contracts will be set up with third party companies to handle large volume of calls.

- 5 -

Wheel-Trans Mobile App

Wheel-Trans is testing a mobile app and ACAT is part of the testing group. The project is currently divided into two testing phases:

1) First testing with ACAT members in September. ACAT Members who expressed interest will receive an official email by September 11, 2020 regarding the pilot. 2) Further testing with other Wheel-Trans customers in October.

New 7-Metre ProMaster Vehicle

Vehicle program testing will be implemented and final inspections will be performed before the vehicle can go into service. Hopefully, ACAT will be able to review it before September 21, 2020 and provide feedback about ride comfort and other aspects on September 21, 2020.

Interchange Stations and Elevator Motions

Dwayne provided an update on the two motions.

The construction team are conducting weekly reviews and Staff are working closely with the team on making changes based on ACAT feedback. A notice of motion was made specifically to elevators when new construction occurs in a station. The notice has been reviewed and drafted by the ACAT Executive. Staff have been circulating it among Board Members. The team is hoping to have it approved at the September Board Meeting.

Questions and Comments from the Committee

Mazin Aribi stated that the Regional Specialized Transit Working Group consists of individuals from the all accessible service transit providers. The GTHA Accessible Advisory Committee (GTHA AAC) consists of the executive members of GTHA Advisory Committees across the GTHA. A GTHA AAC meeting was held a year ago. Due to COVID-19, all meetings were suspended but the group would like to have another meeting planned for October.

Regarding the Access Newsletter, some members mentioned that they did not receive an electronic copy. Cameron Penman confirmed that copies have been sent two weeks prior to the ACAT meeting. Sending electronic copies is not part of the procedure; but, some members expressed the desire to change the procedure so that all ACAT members and Wheel-Trans customers receive the newsletter both in print and electronically. The newsletter will also be sent to the Communications Subcommittee for review before it is printed.

Some members expressed a preference for receiving only the electronic version versus the paper copy and also shared concerns about costs for sending out paper newsletters. Other members asked about the current sending process and how customers can update their preferences.

Lodon Hassan replied that the Communications team is currently keeping an active list of customers who want to receive the electronic and/or the print version. The current way of updating preferences is by customers calling in or sending an email to Wheel-Trans Customer Service at [email protected].

- 6 -

Regarding ride sharing, a member asked if there was a limit. Charlene Sharpe advised that the ride sharing would be scheduled with physical distancing in mind and that it will depend on the vehicle itself and would be contingent on demand. So far, there had been no complaints from customers about safety.

Regarding the Board Report, Mazin Aribi requested if ACAT members could review it before it is submitted to the TTC Board. Dwayne Geddes indicated that the report is still being finalized; therefore, it is not ready to be shared yet with ACAT. Dwayne added that the deadline is too tight for the submission and internal approval of the report.

Dwayne Geddes suggested to give an update on Wheel-Trans wait time statistics at the next WTOS meeting. WTOS Chair Sam Savona agreed with the suggestion and asked for regular updates on the three most reported complaints. WTOS members agreed to discuss the top 3 complaints at their meeting and include as an agenda item. A member commented that this used to be done in the previous years and could be reintroduced starting next month. Other issues to be discussed are the average week waiting time and peak times.

Regarding the volunteers for the mobile app testing, Charlene Sharpe stated, currently, there are 15 interested volunteers from ACAT and Wheel-Trans customers. Charlene advised ACAT members that they can submit their names to volunteer until September 15, 2020.

Members raised concerns that to become volunteers, a requirement is to have data on their phones. The Communications team explained that the mobile app can also be used where Wi-Fi is available.

Mazin Aribi stated that it would be useful to tell volunteers on the TTC website about participation general requirements and expectations, such as:

- Operating System Requirements - Data Plan - Valid Email - Must be a City of Toronto Resident - Responses to Test - Willing to book FOS Trips

9. Subcommittee Reports and Updates

Communications Subcommittee (CS) – Bobbi Moore, Chair

A CS virtual meeting via Webex was held on August 6, 2020.

• Line 2 Subway Announcements

CS members observed that Line 2 external route announcements on the trains that are heard from the subway platform are inaudible, being too loud and distorted. Milly Bernal will invite the TTC staff responsible to a CS meeting regarding this issue.

• COVID-19 – Campaign

Milly Bernal reported that the campaign is geared towards helping customers feel more comfortable riding the TTC. It has been changed slightly to address the possibilities of a second - 7 -

wave in the fall. ACAT will be requested for feedback. There was a lot of discussion around the “be kind messaging” and its challenges.

The campaign will also provide customers clarification around other COVID-19 issues such as the mask exemption policy and having medical reasons for not wearing a mask. There are still a lot of assumptions and people might think they are just being uncooperative. There are also issues around people not wearing their masks properly, e.g. their nose uncovered.

The Communications team will be using colour in posters and is working in increasing an awareness of wearing masks. Mask exemption pins and cards are being made.

CS members asked for details on customer complaints about COVID-19 communications to- date and about accessibility in general. Staff explained that the TTC uses a comprehensive Customer Relationship Management system which contains this information, and a summary could be provided. However, the full details cannot be shared because it would likely contain personal information. Some information about accessibility complaints in general could be also shared at the Service Planning subcommittee.

• ACAT Recruitment Communication Plan

CS members discussed various ways to reach more people who might be interested in becoming ACAT members.

• Other Changes

A request was made to display the full subway system map on Line 2 trains and for language use to communicate Line 1 directions.

An update on the new TTC website was not done during the meeting but future updates will be given by Milly Bernal.

Questions and Comments from Committee Members

There was a consensus among ACAT members in sending one mass email to Wheel-Trans customers with an active registered email address, asking them to email or mail Wheel-Trans Customer Service if they want to get a paper or an electronic copy of the ACCESS newsletter.

A member asked for an update on the new TTC website. Staff replied that no timeline was shared yet.

Design Review Subcommittee (DRS) – Chris Stigas, Chair

DRS virtual meetings via Webex were held on July 22, 2020 and August 18, 2020.

July 22, 2020 DRS Meeting

The Redevelopment and Easier Access (EA) Program was discussed. Warden station will be one of the last stations made accessible.

The EA Program plans include:

- 8 -

- A forward motion elevator to connect passenger pick up and drop off to the concourse - Two single-entry elevators from bus concourse to the station concourse - New PRESTO accessible fare gates - Improved signage CCTV security cameras along accessible pathway - The current washrooms will be upgraded to accessible washrooms

Questions and Comments from Subcommittee Members

DRS members asked if there is any way to re-develop the station to only be two levels instead of the current four. Staff advised that this was not likely or possible based on the number of bus routes and site elevation changes.

DRS members asked if the St. Clair to Warden entrance was barrier-free. Staff advised that it is, but that it was currently dark and there is a narrow pathway that they are looking at improving.

DRS members asked why elevators connecting the platform to concourse of the new bus terminal were not forward motion elevators. Staff stated that they would take that back to see feasibility as opposed to single-entry but did point out that there are two elevators.

DRS members asked some questions around bikes and bike parking location and requested that the design team ensure that these areas do not obstruct accessible paths of travel.

• Islington Station

A presentation was provided by Steve Stewart on the Easier Access plan for Islington Station. Like Warden, this station will be a complete overhaul development through Create TO. Some unique factors include:

- A Hydro corridor and the layout of the new bus terminal - A new main entrance - There will be three forward facing elevators - Curb cuts for Wheel-Trans - Tactile attention indicators added to stairs - Upgraded tactile wayfinding on the subway platform

The redevelopment team was looking for feedback from DRS around an option for a ramp from street level going down about 2.5m with some turnarounds and a 6.6% slope as well as 34m of travel as opposed to an elevator.

DRS members questioned features such as ramp width, ability for two mobility devices to pass each other, the overall length of the ramp, the need for a canopy or weather protection, and the relatively constrained space at the bottom which also appeared to include bicycle parking. The project team was going to come back with more information to address ramp slope, width and other accessibility features.

DRS members suggested that bike parking racks be on street level and not down a set of stairs.

DRS members asked if there was an opportunity for additional accessible elevators because of the amount of traffic at the station. Staff advised that there would be an accessible connection - 9 -

from the planned Create TO development which would effectively become the main accessible entrance to the station and act as a second of travel from street to concourse level.

DRS members asked if there was an opportunity for accessible washrooms. Staff advised that they are not currently part of the project.

August 18, 2020 DRS Meeting

Staff and consultants from IBI Group presented on the Easier Access Phase 4 study which will look at prioritizing second accessible routes at key subway stations.

Draft prioritization criteria were shared with the subcommittee for review. Different weighting values were then assigned to these criteria.

Questions and Comments from Subcommittee Members

DRS members asked if the second elevator could be located at the second entrance instead of beside or near an existing elevator. Staff commented that this is the idea but that funding will dictate the answers to this once the study is finished.

DRS members asked if TTC could add the criteria of third-party elevators (i.e. the only accessible entrance is through a third party) and TTC staff said they would consider this.

DRS members asked if the study could include the number of users in an elevator as opposed to only the number of people using elevators with mobility devices. Staff said the total number will be used.

The study criteria will include the length (duration) of the alternative accessible route that must be used when an elevator is out of service. DRS members asked that the study not just look at alternative surface routes, but also include travel time for when customers must travel further on the subway and then backtrack due to an elevator outage.

DRS members highlighted that the ridership potential for a second entrance needs to include all users and not only Wheel-Trans registrants. Staff agreed.

DRS members suggested changes to some of the weight values for criteria to the study, which staff will consider.

A DRS member raised the issue of third-party entrances and elevators and Matt Hagg advised that the Property Planning and Development Team will attend an upcoming Service Planning subcommittee meeting to provide more details on the TTC’s Entrance Connection Policy which is being rewritten to attempt to address accessibility issues that ACAT has raised.

Service Planning Subcommittee (SPS) – Anita Dressler, Chair

A SPS virtual meeting via Webex was held on August 12, 2020.

A presentation on Bus Lanes Priority was given by Sierra Buehler, System Planner, Dominic Ho, Transit Planner, and Stephanie Simard, Senior Planner-System and Policy.

- 10 -

Bus Lane Priority:

- Eglinton East is scheduled for 2020 - Jane is scheduled for 2021 - Dufferin, Finch East, Steeles West and Lawrence East scheduled for 2022 and beyond.

The discussion revolved around the Eglinton East priority bus lanes, their benefits, the concept design, the stop criteria, the proposed stops and service options. Public consultations are planned for late August to seek feedback on the four service options. This includes the spacing of stops.

A curb priority lane will be used for TTC and Wheel-Trans buses, and cyclists. The Jane Priority Bus Lanes project needs more design work and will be done after Eglinton East is completed. Monitoring and collection of data include transit travel time, wait times, ridership, demands and bus lane compliance.

The committee requested best practices and clear messaging, and also raised concerns of buses and cyclists sharing Priority lanes. A request was made that items be referred to the Design Review subcommittee regarding project design, including bus shelters and bus lane impact on persons with disabilities.

Concerns were raised regarding the impact of services on persons with disabilities on the Jane Street route. Some concerns were the distance to bus stops, bus shelters and increased wait times.

A.J. Takarabe, Operations Planner, gave an overview of the work between the TTC and the City of Toronto to accommodate Wheel-Trans.

Concerns were shared regarding patios for restaurants creating barriers along locations i.e. Danforth which has a lack of available curb spaces and curb ramps for accessibility. Along Yonge Street, there is a need for curb ramps to access sidewalks. Presently, persons using scooters and/or wheelchairs have difficulties gaining access to sidewalks and access for Wheel-Trans boarding and deboarding of vehicles.

Information regarding the TTC Public Forum on Accessible Transit was presented by Matt Hagg who indicated it will be done online. The panel will include ACAT Chair Mazin Aribi, Deputy Chief Executive Officer of Operations Kirsten Watson, Head of Wheel-Trans Dwayne Geddes, Head of Service Planning and Scheduling Mark Mis, and Senior Planner, System Accessibility Matt Hagg. The Public Forum is scheduled for October 1, 2020, from 7:00 p.m. to 9:00 p.m.

The next SPS meeting is scheduled for September 9, 2020.

Wheel-Trans Operations Subcommittee (WTOS) - Sam Savona, Chair

A WTOS virtual meeting via Webex was held on August 20, 2020.

Mizan Rahaman, Senior Business Analyst, and Sarfraz Hooda, Manager of Enterprise Architecture, provided a presentation on the new self-registration portal.

- 11 -

The Self-Serve portal is an online solution for Wheel-Trans applicants to fill out and submit a Wheel-Trans Eligibility application. Although WTOS members were pleased with the idea that people will be able to apply or re-register online, they had concerns, such as printing the medical form portion and scanning it after the medical professional fills it out. Staff took these concerns into consideration.

Staff reported that the Wheel-Trans Customer Handbook is being updated as the last update was done in 2018. The distribution date will be late 2020, early 2021.

Staff reported on the Wheel-Trans self-booking web site. The answers to the COVID-19 screening questions will be saved for 12 hours. This will allow customers to book rides without answering the screening questions each time they book within the 12-hour period.

Staff reported on the concern that the WTOS members had with the question if a customer answered “No” to wearing a mask. Customers who cannot wear a mask due to a medical condition must call Reservations to book rides. A database is being set up and, once it is completed, all customers will be able to book rides on the self-booking website. A flashcard and pin will be mailed to customers who identified as not being able to wear a mask. The pin and flash card are also available at TTC Head Office.

Marco Iorfida, Wheel-Trans Scheduling and Policy Specialist, presented the latest updates on Wheel-Trans Stops and Landmarks. He went through the list that Angela Marley had provided about what was needed to be addressed.

The next Wheel-Trans Subcommittee meeting will be on September 11, 2020.

10. ACAT Subcommittee Meeting Highlights for the Next TTC Board Meeting

CS: • Interchange Station Announcements • COVID-19 Wave 2 Communication Campaign • ACAT Recruitment Communications Plan

DRS: • Staff presented on Easier Access Phase IV Plan regarding: feasibility study of a second elevator at key stations and study to help improve public transit and customer service • Access Hub improvements on design, way-finding and feature consistencies • Discussion and review of third-party entrances and elevators to stations

SPS: • Discussion on Bus Lanes Priority

WTOS: • Wheel-Trans Self-Booking Web site • Latest updates on Wheel-Trans Stops and Landmarks

11. Report on TTC Board Meeting and Accessibility Matters

No TTC Board Meeting was held in August. The next TTC Board Meeting will be held on September 24, 2020. - 12 -

12. Review of Correspondence Nil.

13. Other Items / New Business

• Recruitment of New ACAT Members

A member suggested that ACAT members could reach out to their own networks to encourage people to apply.

Mazin Aribi stated that an email invitation was created for all ACAT members to forward to their networks. ACAT members can alternatively reach out and contact possible good candidates individually. ACAT members did this in the past and it has been very successful.

• Streetcar Operators not coming out of vehicles

In the past, Operators have been coming out of the streetcar and assisting customers coming back up again, but ACAT members noted that this is not reliably occurring since the start of the pandemic. Staff should enforce or clarify the policy regarding Operators coming out of streetcars. Operators are trained to come out of streetcars and are currently provided with personal protective equipment so they could perform their duties safely.

Sam Savona suggested to looking at surveillance videos and use them for addressing complaints but also for education purposes and training opportunities. Lodon Hassan to connect with Sam regarding the use of videos.

Mazin Aribi agreed with Sam and added that he recently witnessed on the King and Queen streetcars that cars and other motorized vehicles were not stopping to let streetcar customers get in and out when doors were flashing. Dwayne Geddes reminded members that incidents should be reported so that safety concerns are flagged in order to prevent other incidents. Customers must note the streetcar number and the time they were on it.

Jim Ross recommended that the Head of Streetcar Operations should attend an upcoming ACAT subcommittee meeting and have the opportunity to get more in-depth feedback from ACAT members.

A member raised an issue with the new streetcars and Operators being disconnected from customers unless the intercom buttons are pressed. On a positive note, Mazin Aribi stated that the new streetcars have the new feature to make announcements from both inside and outside. Mazin asked if buses could have speakers and potentially use preloaded messages.

Third-Party Connection Elevator

Jim Ross reported that he followed up with the Head of Stations regarding the third-party elevator at . The elevator is not technically TTC property but TTC has a good relationship with the company. Hopefully, the elevator will be up and running in the next couple of days. The City is now in COVID-19 phase 3 and the concerns that existed in April are no longer prominent and it is an important connection.

- 13 -

TTC Public Forum on Accessible Transit

A member stated that the Public Forum is happening on October 1, 2020 and the next ACAT meeting will be on September 25, 2020, so it would be a bit late to make comments.

It was suggested that it would be good to emphasize on publicity and encourage people to participate at the virtual meeting through their computers. Milly Bernal stated the communication plan could be discussed at the next Communication Subcommittee meeting. The plan will be similar to ACAT recruitment strategies and there will be a way for people to participate.

14. Next Meeting – September 25, 2020, Friday at 2pm

The next meeting of ACAT will be held on Friday, September 25, 2020 from 2:00 p.m. to 4:30 p.m. via Webex.

15. Adjournment

The meeting was adjourned at 3.32 p.m.

Valentine Benichou Recording Secretary