Message from the Director

Transcription

1 SUMMER 2014 TOGETHER WE CAN I C E I M P R O V E S E R V MAC MEETINGS The remaining 2014 METROLift Advisory Committee meetings will be held at: Metropolitan Multi-Service Center 1475 W. Gray Thursday, August 7, :30 p.m. (note evening time) Thursday, October 2, :30 p.m. Thursday, December 4, :30 p.m. NEWSLETTER Message from the Director of METROLift: The June numbers are in, and I want to say thank you to our customers honoring the new No-Show and Late Cancellation Policy. The number of no-shows and late cancellations dropped from previous months and on-time performance increased. Together we can improve service and we are! At recent outreach events, I received some questions about the METROLift Subsidy Program (MSP). MSP is taxi transportation for certified METROLift customers who have same-day trip needs, same-day trip changes or last minute transportation needs. MSP can be scheduled on the day of service. Customers pay the first $1.00 and METRO pays the next $8.00 of the cab fare. The customer then pays any amount over a $9.00 fare. To book an MSP trip, call the cab company directly and tell the operator that you are a METROLift customer wanting to book a MSP trip. Yellow Cab Co Fiesta Cab Co For more information about how the MSP program works, call METROLift Customer Service at and hold on the line for a representative. I hope this travel option will help customers with last minute changes in travel plans. Thanks again for a great June and have a nice summer! Michael Andrade Director, Paratransit Services RideMETRO.org

2 METROLift Customer Service Options have changed When calling the METROLift Customer Service and Eligibility Center at , please note that our menu has changed: 2 PRESS 1 to offer a commendation, comment, or complaint. PRESS 2 to speak with a Policy Administrator regarding No Shows and Late Cancellations. PRESS 3 to speak with a representative regarding appeals. Or stay on the line for a Customer Service Representative to obtain general information, request an application or schedule an eligibility interview. RideMETRO.org Note from MV Transportation Maintenance is usually the last thing our customers are thinking about and for good reason. Safety is our number one priority, and it s obvious by the care and maintenance we invest in each of our METROLift vehicles. After attending several MAC meetings and speaking with our customers, I ve been pleased to discover that vehicle safety continues to be a non-issue. This is an incredible compliment for our team. All of our mechanics are Automotive Service Excellence (ASE) certified, and they do a truly phenomenal job keeping our vehicles safe and on the road. What makes me especially proud, is the pride and effort our team puts forth each day. Our maintenance staff, led by Federico Martinez, exemplifies a can do spirit. This is the team that makes things happen. Thank you for everything you do! John Gray MV General Manager, Houston, TX

3 METRO Re-Imagining Greater Houston Transportation Company Vehicle Update Earlier this year, the Greater Houston Transportation Company started adding new wheelchair accessible Dodge Caravans to their fleet. The rear-entry minivan conversion features a fold-out ramp that is 34 wide and has 1,000 lbs. weight capacity both best in the industry for these vehicles. With 56 of entrance head room, it is 100 percent Americans with Disabilities Act and Federal Motor Vehicle Safety Standard compliant. Additional features of these Dodge vans include: easy to deploy Q-Straint electric securement system, first aid kits, and vinyl flooring. We are excited to re-introduce the Dodge Caravan to our fleet. With all of the added features and the wider wheelchair ramp, METROLift customers, especially those who use wheelchairs, will experience an improved riding experience, says William Hernandez, the Maintenance Manager for Greater Houston Transportation Company and Yellow Cab. Currently, GHTC has 22 new Dodge Caravans in their fleet with plans of adding more this year. lmagine a transit system that lets more people travel to even more places quickly, efficiently and with increased service across the Houston region. METRO has released its draft plan of newly reimagined local bus network at transitsystemreimagining.com. Visit the website to review the newly created local bus map and give METRO your feedback. The draft plan includes routes that run seven days a week with simpler, straighter paths and improved connectivity. Your input will help shape our service improvements for 2015 and beyond! System Reimagining will not affect METROLift service. RideMETRO.org 3

4 Metropolitan Transit Authority 1900 Main St. Houston, TX PRSRT STD US POSTAGE PAID HOUSTON TX PERMIT NO 2365 ADDRESS SERVICE REQUESTED On-Time Performance ON TARGET! METROLift continues its three-year plan to improve on-time performance. Year 1 s goal of 85% was achieved. In Year 2 (current fiscal year), METROLift is gradually working to reach and sustain a rate of 87% on-time trips. Goals by Month: October-December 2013 Goal: 85% on-time January-June 2014 Goal: on-time July-September 2014 Goal: 87% on-time 2013 Achieved Exceeded October 85% November 85% December 87% 2014 January 88% February March April May June 87% To receive your next newsletter via , please send your name and address to: MLNewsletter@ridemetro.org. RideMETRO.org 4

5 Left to right: Ray Martinez, 31 years of service; Anthony Cockrell, 1 Year of Service; David Rodriguez, 25 Years of Service. Meet the METROLift Street Supervisors What s a typical METROLift day like for you? David: Like a box of candy, very rewarding! Ray: Checking that the routes are out on the streets, speaking to drivers about any problems they may be experiencing and stopping by some of the locations to make sure customers have timely service. Safety is a top priority for METRO. How do you help promote a culture of safety? Anthony: I monitor service for safe driving, and attend contractor training sessions to ensure safe driving practices are being taught to operators new and old. David: I remind drivers daily about the loved ones we transport. Ray: I remind drivers to watch intersections carefully and keep a safe following distance from other vehicles. What s been a highlight of your METRO career so far? David: I received a thank-you card from a customer that passed away a few days later. Employee Spotlight METRO employs three street supervisors to help monitor METROLift service out on the roadways. Their responsibilities include monitoring the service for safe driving, investigating complaints and assisting customers at high traffic locations. METROLift contractors, MV and Yellow Cab, also employ additional supervisors to monitor service. Ray: My longevity here at METRO. Not many people are fortunate to have 30+ years of employment at one company. Any tips for our customers during hurricane season? Anthony: Be prepared by stocking up on supplies and food, and have an evacuation plan in place for your family. David: Items can be replaced, but lives can t. What s your favorite way to relax during the summertime? Anthony: I indulge in a lot of water activities such as water parks, pools and beaches. Or stay inside in the A/C when it s too hot! Ray: My two grandsons visit a lot during the summer. We enjoy swimming in my pool and getting out to visit other fun places.

6 METRORail Travel Training with The Acres Homes Seniors Take a look at all these happy faces Brandy Christopher, a METRO mobility coordinator, shares why her department promotes other transit options to get around the City of Houston. The Travel Trainers give our customers the opportunity to become more independent and learn how to use METRO s fixed route buses and METRORail. This program also helps METRO s riders to become more acquainted with our extended rail services. Mae Roberson, organizer for the Acres Homes Seniors Multi-Purpose Center, brought 34 seniors along with her. These seniors had plenty to say about their experience riding METRORail, all while enjoying the travel training event organized by METRO. For more information about Travel Training, call