RTA Frustrated With Paratransit Riders

RTA Frustrated With Paratransit Riders. The Greater Cleveland Regional Transit Authority (RTA) has recently faced growing concerns from paratransit riders, a group of residents who rely on specialized transportation services due to disabilities that prevent them from using regular public transit. At a recent RTA Board meeting, several riders voiced their frustrations, highlighting issues related to safety, service reliability, and the overall treatment they receive from drivers.

Paratransit Riders Speak Out On Safety Concerns

Paratransit services are designed to offer a safe and reliable transportation option for individuals with disabilities. However, some Cleveland residents who depend on these services have expressed serious concerns. One resident, who uses a wheelchair, shared a troubling experience with the RTA Board, emphasizing the critical role of drivers in ensuring passenger safety.

“On paratransit, the driver is the first person for safety,” the resident stated, recounting how some drivers neglect to properly secure wheelchair straps. This negligence once led to a driver asking him to leave the bus. Despite filing multiple complaints with RTA, he has waited over a year for a resolution, leaving him feeling vulnerable and frustrated. “That’s my safety,” he reminded the board members, underscoring the severity of the issue.

In response, RTA General Manager and CEO India Birdsong Terry assured the resident that she would connect him with the director of paratransit to address his concerns directly.

Calls For Improved Service And More Resources

Another resident, Dontez Taylor, also spoke during the meeting, raising concerns about the timeliness and reliability of paratransit services. Taylor requested that the RTA board consider adding more dispatchers and drivers to the paratransit team, citing frequent delays that have caused him and others to miss important appointments.

“They’re being late to come pick us up when we have appointments and other things, too,” Taylor explained. His concerns, like those of the previous speaker, were noted by Terry, who promised to follow up personally.

These public complaints came on the heels of an RTA customer satisfaction survey that presented a somewhat contradictory picture. While 80% of paratransit users indicated they would recommend the service, the experiences shared at the meeting suggest there are significant gaps in service that need to be addressed.

RTA Response: Increasing Safety And Expanding The Ambassador Program

In an effort to address safety concerns, the RTA has taken steps to bolster its transit police force and expand its transit ambassador program. According to Ida Ford Marshall, RTA’s senior manager for talent acquisition, the organization has hired nearly 400 new employees in 2024, including 15 new transit police officers.

Marshall also mentioned that RTA recently held its first open house event for transit police, and there are currently 17 candidates undergoing background checks to join the force. Additionally, 65 candidates are in the process of being hired as transit ambassadors, a program designed to enhance passenger assistance and safety.

The importance of safety was echoed in RTA’s recent customer satisfaction survey, where “personal safety and security” was identified as a top priority for riders. For paratransit users, safety ranked as the most critical issue, highlighting the urgency for RTA to address the concerns raised by its most vulnerable passengers.

Seeking Feedback From The Community

RTA Board Vice President Lauren Welch emphasized the need for ongoing feedback to improve safety across all transit services. Welch, who also serves as the assistant director of communications for Say Yes Cleveland, suggested conducting a survey to understand how students and children perceive safety while using public transportation. She expressed a particular interest in comparing the experiences of younger riders with those of adults, aiming to ensure that all passengers, regardless of age, feel secure when using RTA services.

Ensuring Proper Care For Vulnerable Riders

As the meeting concluded, many were left pondering a critical question: How can RTA ensure that its most vulnerable riders receive the care and attention they deserve from drivers? With safety and service quality at the forefront of concerns, RTA must take swift and effective action to restore confidence among paratransit users and improve the overall experience for all riders.

Conclusion

The recent outcry from paratransit riders has highlighted significant challenges within the Greater Cleveland RTA, particularly concerning safety and service reliability. While steps are being taken to address these issues, the voices of those who rely on paratransit services must continue to be heard. Ensuring that drivers are properly trained and that the necessary resources are allocated to improve service will be crucial in restoring trust and providing a safer, more reliable transit experience for all.