Citizens for Accessible Neighbourhoods has been busy throughout the winter months keeping in contact with Translink, Coast Mountain Bus Company, and ComPACT (Committee to Promote Accessible Conventional Transit). During the meetings we have managed to get answers regarding the accessibility of the bus service in Maple Ridge and Pitt Meadows. In addition to getting some long awaited answers we have a promise from all parties that there will be a review of all routes in Maple Ridge and Pitt Meadows and that the amount of accessible bus stops will be improved.
While we are aware that the process of improving the amount of accessible bus stops will not be done quickly, we are proud that the hard work, and perseverance, of those at CAN has resulted in Translink agreeing that our two communities are "weak links" in their goal to provide accessible transportation, and that improvement is necessary.
In addition to CAN keeping in contact with staff from Translink and Coast Mountain Bus Company, the president of ComPACT will be raising our issues at ComPACT’s meetings and he will ensure that the promise to improve the accessibility of our routes is followed through to a satisfactory end.
After two and a half years of e-mails, phone calls, and meetings, we at CAN are overjoyed to finally have our concerns taken seriously as well as having Translink and Coast Mountain Bus Company offer to do a large sum of the work.
The other part of the equation is the municipality of Maple Ridge and the city of Pitt Meadows. Translink works with the communities to create accessible bus stops and has promised to improve communication with both communities in regards to passing on updated information, new policies, and the progress of the project.
CAN is creating a list of the most important bus stops that should be made accessible, for the instance the bus stop in front of the hospital, and the bus stops in front of all high schools. If you know of a bus stop that should be accessible but is currently not, please let us know so that we can add the stop to the list.
One of the answers that we are excited to finally get in writing is the policy regarding customers left behind due to a malfunctioning ramp. Included at the end of this newsletter is the policy that states that if the ramp is not working the bus driver is to call the operator so that a taxi can be ordered for the customer. The taxi will be paid for by Translink and it will take the customer to their final destination, even if it is beyond the bus route. In October this policy was posted, at the request of CAN, for all bus drivers to see. While bus drivers should be aware of the policy it would be useful to carry the policy to show the drivers if they say they are unaware of the policy.
In addition to getting the Malfunctioning Ramp/Taxi policy in writing we were informed that Coast Mountain Bus Company had decided to improve the policy to include bus drivers contacting the operator if a person with a wheelchair or scooter was left behind for any reason (the bus is full, the two spots for the scooters or wheelchairs is full, etc.). The new policy is also attached to this newsletter. The new policy is a sign that Coast Mountain Bus Company is taking the concerns of their stranded customers seriously, and that they are showing CAN that they are trying to improve the service for those with mobility impairments. We are very pleased that they are showing an understanding of the inconvenience of being left behind.
The two policies are great steps forward and we need your help in making sure that people know about the policies. These policies are a sign of Coast Mountain Bus Company taking our concerns seriously and we appreciate having them in writing so that anyone who needs a copy can easily access it. The policies are posted on our web site for people to copy and print and carry with them in case of a incident in which they are left behind.
In January, thanks to our web site and praise from people in various communities, CAN was contacted by 2010 Legacies Now, an organization that is working to use the upcoming Olympics and Paralympics as a spring board for improved services and accessibility. The member that we spoke with is a member of the 2010 Legacies Now Inclusion team which is working on effective strategies for persons with disabilities. The team contacted Citizens for Accessible Neighbourhoods as much of the work we have done, and are currently doing, is along the lines of how they are trying to improve communities. We have put them in contact with local members of counsel and we hope that Maple Ridge and Pitt Meadows decide to work with the 2010 Legacies Now Inclusion team to improve the accessibility of our two communities.
The 2010 Legacies Now Inclusion team has created two booklets that explain how to improve accessibility in communities. These booklets are very well written and offer a guide to rate communities as well as help communities move forward. The two booklets are entitled Starting Up: Tips to Begin the "Measuring Up" Process and Measuring Up Guide: Communities of Accessibility and Inclusion. You can download a copy of these booklets by going to: http://www.2010legaciesnow.com/Content/Inclusion/Disability.asp
We hope that the two communities become a part of the program and we are happy that they considered our communities because of the hard work of CAN members and our web site.
The Citizens for Accessible Neighbourhoods newsletter will now be quarterly. We at CAN decided to not continue with monthly meetings but rather to meet with volunteers and members to discuss specific topics. We have the contact information of people who have expressed interest in specific topics and will contact you as appropriate. We thank you for your support and look forward to continuing to create improved accessibility and communication.
We are now in a new year and would appreciate people renewing their memberships. The membership forms can be found on our web site or e-mail info@canbc.org or phone (604) 437-7331. CAN thanks those who continue to let us know about their barriers and accessibility issues in the two communities of Maple Ridge and Pitt Meadows. If you have any issues please contact us by e-mail (info@canbc.org) or telephone (604) 437-7331.
Remember together we CAN!
Printable PDF version of Coast Mountain Bus Company's Policy Regarding Getting a Paid Taxi for the Customers When the Ramp is Malfunctioning may be viewed here.
Coast Mountain Bus Company's Policy Regarding Getting a Paid Taxi for the Customers When the Ramp is Malfunctioning
Bulletin No. SYS-06-073 October 24, 2006
(Originally posted Feb. 23, 2003)
WHEELCHAIR/SCOOTER CUSTOMER SERVICE PROCEDURES
Coast Mountain Bus Company has made arrangements with various taxi companies to accommodate customers with wheelchairs or scooters that have been passed up due to:
1. Failure of the lift to operate, or;
2. A non-lift equipped coach is assigned to the run.
In the event of either of the above, operators are asked to call Transit Communications and advise them of:
• The name of the customer,
• Their present location, and;
• Their intended destination.
This procedure is not to be used when pass-ups are due to heavy loads, or when both wheelchair areas of the coach are already occupied.
(Original signed by)
Stan Sierpina
Vice President,
Customer Service
The one piece of information missing from the written policy is that if a taxi is called for a customer who was unable to use the bus then the taxi takes the customer to their final destination, even if the final destination is off the bus route. Coast Mountain Bus Company and ComPACT (Committee to Promote Accessible Conventional Transit) realize the inconvenience of a ramp that doesn't work and so hope to help the situation a bit by making the policy take the customer to the final destination.
Many people in Vancouver clip the policy out and keep it with them while using Transit so that if a bus driver says they haven't heard of the policy the customer can pull out the policy and show the driver. In response to CAN's e-mails about this policy Coast Mountain Bus Company posted the policy on a bulletin board late last year, for two months, and all bus drivers should be aware of the policy.
Updated Policy regarding Scooter/Wheelchair Passengers Left Behind
On March 15, 2007 an Service Delivery Bulletin was issued to all our Operators instructing them to contact the Communications Centre in the event that:
A wheelchair passenger, a passenger with a scooter, or a passenger with a mobility aid requiring a seat in the Accessibility area has to be left behind for any reason. Operators can do this from the bus, as all are equipped with a radio or cell phone.
Our Communications center will then determine if calling an accessible taxi is the best way to accommodate the customer. There will be times that the next bus will be quicker than dispatching a cab. This is an expansion to our original policy of calling taxis only when the buses ramp or lift was inoperable.
The Bulletin also re – emphasized the customer priority to the accessible areas of the bus:
1. Customers who use wheelchairs, scooters or other mobility aids
2. Customers with strollers
In the event that a person with a stroller is already occupying the accessible area we can normally accommodate a wheelchair or scooter by requesting the customer with a stroller to fold the stroller and move to another available seat. If this were not possible, the operator would notify T Comm. and request assistance.
