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Minutes Transit Board of Trustees 9 13 07MINUTES Dubuque Transit Trustee Board Date: September 13, 2007 Time: 4:15 p.m. Place: Carnegie Stout Public Library Board Room Eleventh & Bluff Streets, Dubuque, Iowa Members Present: Joel Lightcap; George Enderson, Jr; Sarah Davidson; and Ruth Scharnau Members Absent: Peter Kies Others Present: Jon Rodocker, Joanne Kiefer/Keyline; Dave Heiar/City of Dubuque September Lightcap called the meeting to order at 4:18 p.m. The Board Agenda Approval welcomed a new member, Ruth Scharnau, who replaced Don Stedman. Lightcap asked the Board to review and approve the agenda for this meeting. He wanted to add to the agenda a discussion of the proposed move for the downtown transfer point from Ninth and Main Streets to Iowa Street. Davidson moved to approve the agenda as amended, Enderson seconded. All ayes Motion carried. Approval of The minutes from the August Board meeting were reviewed Minutes of at this time. Davidson asked that the minutes be amended to August include the concern she had expressed at the August meeting Board Meeting that the Ride Guide/System Map do not include all the street names and that in her opinion such maps are not useable for the riders of Keyline. She asked if the maps would ever be printed with the street names. Rodocker replied that we had discussed this issue several times in the past, and that other organizations had been using the System Map as city maps, and supplying them to their customers, which did not benefit our passengers. Keyline currently has a supply of Ride Guide- System Maps with street names that were part of a printing for the school district. These guides are currently being provided to Keyline customers. Future plans for the System Map include possibly adding local advertisers around the exterior of the map to help reduce the cost. If that was the case, Rodocker stated he would consider adding the street names. He noted that the Ride Guide/System Map follow a similar format to other major metro systems that show the primary route of the bus. Davidson moved to approve the minutes with the addition of her comments. Enderson seconded. All ayes Motion carried. Managers Mini-bus Operations Report Ridership -Rodocker wanted to bring a situation that could become a problem in the near future to the attention of the board members. The number of riders for the mini-bus has increased dramatically in recent months. The average number of riders per day is 250 - 2G0, with a fleet that consists of nine ~9) vehicles. When KeyLine had 14 vehicles and we were providing contract service the mini-bus averaged approximately 250 rides per day. The current average number of daily rides is happening with five less vehicles on the road. Consequently, Rodocker may need to make some service recommendations in the future. The KeyLine office is receiving new applications for mini-bus service daily. According to our database, the current ridership is as follows: Seniors = 800 - 1200 riders; and individuals with a cognitive or physical disability that fall under the ADA regulations = 2400 - 2900 riders. While there have currently been no denials, as the number of passengers continues to increase with a fleet that is already at its maximum level of service the natural outcome is not positive. Rodocker is considering several alternatives: asking the City Council to eliminate senior riders from the mini-bus service; shopping for used vehicles that could be added to the fleet and cost effective; or performing on-site evaluations of all riders in the database classified as ADA to analyze their specific needs and verify that the ADA classification is correct. Rodocker stated that on-site evaluations are expensive, with an average cost of $ 70.00 per evaluation. He also mentioned that adding more vehicles would add more service needs. Scharnau asked if the fixed route is involved with picking-up individuals from ARC. Rodocker reviewed the movement of the mini-bus contracts to the RTA, adding that some individuals who live in an ARC sponsored residence or who work for ARC also ride the KeyLine fixed route system. Scharnau asked how seniors become involved with the mini-bus service. Rodocker explained the difference between individuals who ride classified as Senior, and individuals who ride classified as ADA. Regardless of their fitness level, if a person is 65 years of age or over, under the current system, the individual is automatically qualified to ride the mini-bus. Rodocker noted that with an aging population the growth in the riders classified as Senior could be staggering. Enderson commented that KeyLine would need at least one-third more vehicles. Davidson felt one additional bus could handle the extra riders. Enderson responded no; at least three more buses would be needed. Rodocker commented that RTA was experiencing similar problems with an aging fleet that could not accommodate all the needs of its passengers. Consequently, the RTA has been looking to purchase more used vehicles. Rodocker stated that at this level of growth, the mini-bus will overshadow the fixed route system in the next ten years. Heiar asked Rodocker to review the options again for the Board. The options include: purchase more buses; eliminate service on the minibus for individuals classified as Senior; or perform on-site ADA evaluations Davidson asked what Rodocker meant by more buses would mean more service. He responded that like in Fie/d of Dreams, "...ifyou build it, they will come," if KeyLine purchases more vehicles, there will be even more people asking for service. Davidson asked if there are any persons classified as ADA who are not getting a ride. Rodocker responded not yet, but that could be a reality within a year. He stated that the transit industry is concerned with the same problems that KeyLine is facing. Many major metro systems are moving to low-floor buses and larger vehicles due to the aging population and the trend of decreased mobility. Heiar asked if Rodocker could present some statistics to the Board about the overall situation. Rodocker explained he has been trying to develop a way to present the data that would be easy to follow and understand. Heiar explained that any policy decision about KeyLine service would have to be made by the City Council, and that council members would be looking for good documentation regarding the issues and the options. Heiar added that with the described issues, there will be no quick fix and any choice will have costs. The choices will need to be determined by the City Council. Heiar suggested data that could identify growth areas in ridership, associated vehicle and operator costs, as well as suggestions to resolve past hiring concerns. Davidson remarked, in her opinion, over the last year the fixed route is more restricted and less useable than a year ago; and the same can be said about the minibus service. Scharnau felt the fixed route does not operate frequently enough, and she was surprised at the one hour time between bus runs. She did think it was wonderful that KeyLine was providing free service to the area students, and that it would help young people become acclimated to riding buses. She also wondered if the Mayor might be challenging the Board to find ways to attract new riders to KeyLine fixed route service. Heiar mentioned that since public transit has become a priority for the City Council; that now would be a good time to bring policy decisions to the Council. Heiar sees this as an opportunity where the council members would be more willing to look at issues and spend money on public transit that could enhance the fixed routes and improve the overall system. Davidson stated she has been working on a plan that could bring the public and private sectors together. Heiar asked if that was something she would be willing to share with the Board. Davidson said she would share a copy of the plan with Board members. Enderson mentioned an article in the Telegraph Herald about a plan to rejuvenate the industrial area in Dubuque, and that would also sustain the bluffs in the area and improve neighborhoods. He advocated Transit Board members become involved with some of the group discussions, since transit could play a key role. Scharnau commented she rides a bicycle around town, and wondered about KeyLine adding bus racks to their fixed route buses to help bicycle riders navigate the hills around Dubuque. She has seen other buses in other cities with bike racks on their vehicles. Rodocker replied he has been researching that option to add bike racks to the front of the buses. The cost would be $800.00 to add one rack that holds 3-4 bicycles. Davidson asked Heiar if the City of Dubuque is planning to build one to two more parking ramps downtown. Heiar responded that the City of Dubuque would first conduct a study to determine needs and then outline the best ways to meet the future needs of the area. Davidson asked what the purpose of the information was and alternatives Rodocker had provided about the mini-bus service. He reiterated that he is trying to be proactive and inform the Board of concerns before they become a major problem. Fixed Route Operations Passenger Shelters -This topic will be discussed under Board Comments. Safety Training and LMC Meetings -Rodocker stated the operators only received fifty percent of their scheduled customer service and safety training, so the trainer will be returning to Dubuque to complete the training. The operators enjoyed the opportunity to discuss several issues with athird-party, so the training sessions became very enthusiastic and lengthy. Heiar felt the City of Dubuque might have been negligent about providing training opportunities in the past, so it is good that training can get started and be so well received. Rodocker mentioned the concern brought up by the Labor Management Committee regarding completing the FTA survey paperwork. Operators were concerned that it takes too much time and it is a safety issue. Heiar provided some background about the requirements of the data collection, its direct relationship for eligibility to receive federal funding, and such documentation will be very helpful as KeyLine plans into the future. Fare Structuring -Free Rides for Students Program was reviewed by Rodocker. KeyLine is hoping this program will help increase daily rider numbers, but since the program is just beginning it is hard to make a definite statement about the impact of free student rides on overall rider numbers. Heiar commented that from the remarks he has heard from various operators the buses are full to standing room only. Rodocker commented that not all buses are full to capacity. Scharnau stated she had ridden the bus the other day and it was full of students, there might have been a few empty seats. Davidson asked if she could have ridden that bus, since her mobility device requires the space of three empty seats. Scharnau responded that yes, there would have been room on the bus for Davidson and her mobility device. General Transit Budget Status -Rodocker discussed the $38,809 received from apass- through grant to assist with mini-bus operational costs. An additional $28,000 is expected that would also apply toward mini-bus operational costs. ECIA /TAG / DMATS -Rodocker discussed a meeting that was held at ECIA for transit providers. Since there was little input received from that meeting, it was determined that KeyLine, RTA and ECIA will each meet with 14 service providers from the region to obtain more feedback on service needs. The transit providers include social service agencies, nursing homes, and other facilities that have their own vehicles and provide transportation for their consumers. Rodocker informed the Board that the FY08 Passenger Development Transportation Plan (PDTP) was in the initial preparation stages. The plan appears to be even more complex than past planning packages. Fixed Route -Rodocker opened the floor for discussion regarding changes that could be made to the fixed route that would improve service, including service areas that could be reduced as well as service areas that could be expanded, the frequency of runs, and increasing or decreasing the number of stops. Heiar suggested providing documentation to the Board on rider numbers to obtain better feedback. He suggested keeping the subject on the agenda and discussing ideas after they examine the statistical data. Also, Heiar asked if we would need to hold a public hearing if routes would be changing. Rodocker responded that a public hearing would need to be held if routes were going to be changed. Davidson asked for more information on service routing, a suggestion Rodocker had made, since currently the fixed routes are destination centered. Mini-bus Rider Guide -Davidson had asked for this subject to be added to the agenda. She would like to discuss the wording of the document. Rodocker explained he had developed the Guide to assist riders to better understand the service and the guidelines for riding the mini- bus. Davidson would like the Guide rewritten in softer language. She finds the guide confusing, since she feels the wording should state, "door-to- door service" rather than "origin to destination" service. Rodocker responded that wording, "origin to destination" would not be changed. It is recognized industry-wide and appropriate to the service offered by KeyLine mini-bus. Davidson would like the message to be that service is door-to-door, and encourage people to get to the bus on their own if possible. She stated that operators do help people if needed. In her opinion, the bold type face and red ink of the Guide is offensive. Davidson suggested a bullet format for the important information. Davidson asked about the half hour allowance noted in the Guide ...be prepared for the vehic% to pick you up 30 minutes before your schedu/ed pick-up time. She gave an example that the pick-up time offered can be up to one hour prior to the customer's scheduled appointment. So that wording makes it sound like she would have to be ready 90 minutes ahead of her appointment. Enderson- responded that the wording does not quite state 90 minutes. He read it to imply that the ride could be offered up to one hour before the requested time, and that whatever the pick-up time; the passenger should plan to be ready 30 minutes in advance. Davidson and Enderson discussed the time information and how the wording could be changed. Rodocker added that the request to be ready 30 minutes ahead of the scheduled pick-up time was a response to problems the mini-bus operators had experienced with several nursing homes that would not have the individual ready. Consequently, the bus was waiting and passengers were late to appointments, including the residents of the nursing homes. Davidson suggested that the section about scheduled pick-up times and when to be ready could be reworded. In addition, Davidson objects to the $9.00 no-show fee. In her opinion, the fee should only be charged to habitual offenders. She stated she gets very anxious and upset to the point where her stomach is churning when she thinks she might be late and miss the bus; because then she will also have to pay a no-show fee and may not have enough money for her next bus ride. She gave an example where she had been busy with other business, forgot about the time, and missed her ride. If that happened once in a few years, why should she have to pay when otherwise she has been a very reliable rider? Rodocker responded that the KeyLine office does try to show leniency depending on the individual circumstances. Davidson responded that if there is a policy then it should apply to everyone. Rodocker asked if Davidson was stating she did not want the KeyLine office to show leniency. Davidson said a policy needs to be enforced for everyone. Heiar stated that the cost of No-Shows had been very damaging to the overall service provided by the mini-bus. Previously the number of No- Shows had grown to the point where the City Council had to make a policy decision. Davidson felt that the large number of No-Shows in the past was based on the problems riders encountered with using the system. In her opinion, the No-Show policy is intimidating. Heiar suggested the policy could be reevaluated since the number of No-Shows had declined. Enderson felt the policy should be continued since it had been effective in correcting the problem. The focus should be on applying the policy appropriately. He stated a policy helps the customers pay attention to the rules. Enderson also said an organization cannot create a policy for every exception. The policy provides guidelines and offers a balance, since all rules have exceptions. Heiar said the intent of the policy was not to be intimidating, but to help curb a costly problem that was negatively affecting service. He sited the example of the grace parking ticket. The City of Dubuque had initiated a program where the first parking ticket is just a friendly reminder. It was an opportunity to improve public relations, and remind people to feed the meter. Davidson felt that people who ride the mini-bus are very vulnerable. Rodocker responded he will examine the issues and the Board could continue the discussion at another meeting. At this point, Scharnau asked to be excused to attend another meeting. Board Comments Lightcap would like to discuss the issue of moving the downtown transfer point from Ninth and Main Streets to the 700 block of Iowa Street. This issue had been discussed at the August meeting in regard to the placement of the passenger shelters. Lightcap stated he had heard from some consumers who are not happy about the proposed move. He felt the Board should consider voting on this relocation. Lightcap understood the concern expressed at the last meeting that parking on Main Street is at a premium; but available bus service is also a premium. He went on to say that many businesses are conveniently located to Ninth and Main Streets. Lightcap felt KeyLine passengers had gotten shafted at Kennedy Mall when the buses were no longer able to use that area as a transfer point. Davidson had also heard comments from several people who were surprised at the suggested move, since the bus stops had been on Ninth and Main Streets for so many years. She feels Ninth Street is more convenient. She does not understand this "out of sight, out of mind" philosophy. Enderson wondered how public transit can be an integral part of the business community if the downtown transfer site is out-of-the- way. Lightcap commented about some of the problems and changes in service passengers encountered when Kennedy Mall was no longer used as a transfer point. Heiar asked what would happen if we keep the transfer point at Ninth and Main Streets. Rodocker responded that if the shelters were permitted KeyLine could only install two, whereas on Iowa Street there would be four shelters and access to a public restroom. The buses could be lined up to have a designated stop location marked for each route. Heiar mentioned the City Manager is comfortable with the relocation of the transfer point to Iowa Street. Also, since the transfer site is only a few blocks away from its current location a public hearing would not be necessary. Heiar also reminded the Board that since the Fischer Company is in the process of renovating their buildings, the shelters would not be a welcome addition to Main Street. Davidson asked if the buses could stop on Main Street. Rodocker responded that all the buses would stop there, they would just not be idling on Main Street. He needs to research how the bus stop location would work at Main Street and how the routes would be affected. Also, Rodocker mentioned since shelters are not currently located on Main Street, according to the FTA, KeyLine would not be dislocating a transfer point. Lightcap asked if there could be a shelter at Tenth and Main Street in front of the parking lot, across from Cheryl's Bridal Shop. He thought the curb along Main Street in that block was built higher to accommodate the bus stops. Rodocker will look into that option. Davidson asked if downtown businesses were against the buses traveling on Main Street. Rodocker responded no. Rodocker has been working on a design for the transfer location on Iowa Street. There would be four shelters, placed to allow each route to pull-in to a designated stop with color coding to make the transfer point more user friendly. At the end of the discussion, the Board agreed to the transfer point being relocated to Iowa Street as long as all the buses travel down Main Street and have a stop there. Lightcap asked for additional comments, there were none. Public Comments None Adjournment Davidson made a motion to adjourn. Enderson seconded. All ayes Motion carried. Meeting was adjourned at G:18 p.m. The next meeting is scheduled for October 1 1, 2007. r Respectfully submitted, Joanne Kiefer Secretary These minutes passed, approved and adopted on this day of September, 2007. George Enderson, Jr.,Vice Chairman Dubuque Transit Trustee Board The following is a draft revision of the mini-bus riders guide. Because the document was created in Publisher, hard copies will be at the meeting. Para-transit service, or Mini-bus, is a public transportation service offered by KeyLine Transit for qualifying individuals who are prevented from using the regular KeyLine bus routes due to a disability. The Americans with Disabilities Act (ADA) has established standards and regulations to govern this service. The ADA Para-Transit service provides rides in vehicles that are smaller than traditional fixed route buses, but like any public transit service, there will be more than one passenger aboard at a time. Rides can be requested from and to any location within our service area. The Mini-bus provides Origin to Destination service. The Mini-bus operator will assist the passenger with boarding and disembarking the vehicle, as well as secure their mobility device in the vehicle. Unfortunately, the operators are unable to either enter a residence or business to assist anyone further. If you need more assistance than KeyLine staff are able to provide, you would need to have a personal care attendant (PCA) travel with you. How to access the service? In order to use the Mini-bus service an individual must first apply to be qualified as a senior citizen, age 65 or older. Or, if an individual feels they have a disability that would prohibit them from riding a traditional bus that person would need to complete an application and be certified as eligible. The Mini-bus Application has two parts: one section to be completed by the individual or their advocate; and the second section that must be completed by a medical professional who is familiar with the person's abilities. Each applicant is responsible to forward the second part of the application to the medical professional of your choice. Mail or fax both sections of the application to the KeyLine office within 30 days of receipt. Where can I go? The Mini-bus service is offered within the Dubuque City limits unless otherwise stated. If you have questions about a destination, please contact the Mini-bus Dispatch office for assistance. Once an individual is eligible, the person can call the KeyLine Mini-bus Dispatch office to make a reservation Monday through Friday from 6:00 am until 5:00 pm, and on Saturday from 7:00 am until 4:00 pm. A trip can be requested up to fourteen (14) days in advance. However, a trip must be scheduled no later than 4:30 pm on the day prior to when the trip is needed. On Saturday, requests for trips for the following Monday can be made between 8:00 am and 4:00 pm. When requesting your ride, please schedule your return trip if one is needed. Rides requested for medical appointments are the only exception to the return trip scheduled in advance. When is service available? Rides available between 6:20 am and 6:00 pm Monday-Friday Saturday rides are available from 7:50 am through 5:30 pm Rides can be offered up to one (1) hour prior to your requested time Return trips can also be offered up to one (1) hour after the time you requested. When will I be picked up? The dispatcher will confirm your ride request when you make your reservation. When the dispatcher provides you with an estimated pick-up time, please remember that time is affected by traffic and the promptness of other passengers. An exact time is difficult to predict. Remember, the vehicle is only able to wait five (5) minutes for you. If you have not arrived within that time, you will be charged for a No-Show and the vehicle will have to leave and pick-up the next passenger. It is critical for each person to be ready on time so that all the passengers will arrive on schedule. The mission of KeyLine Transit is to provide safe and reliable transportation that meets the needs of our customers throughout our service area. Unfortunately, excessive No-Shows and cancellations impede our ability to accomplish that mission. May I bring a companion? All eligible Mini-bus passengers may travel with a friend or associate. You must notify the dispatcher at the time you request the trip. The companion is required to pay the same fare as you. You and your companion must have the same origin and destination. If your eligibility approval letter states that you have been certified to travel with a PCA/Personal Care Attendant, that attendant rides free of charge. COSt $1.00 fare per one-way for all certified ADA customers $2.00 fare per one-way for all riders classified as Senior or non-ADA certified Exact change is required, drivers do not carry change How to cancel your ride If you need to cancel a scheduled trip, please call the Mini-bus Dispatcher as soon as possible. You may speak to the Dispatcher directly, or leave a message on the voice mail. Rides must be cancelled at least 2 hours prior to the scheduled pick-up time. If you cancel less than two hours before your scheduled ride, or if you are not present when the vehicle arrives to pick you up -you will be charged with a $9.00 No-Show fee. The cost for the No-Show = $9.00 plus the fare for the missed trip. Multiple No-Show's could result in temporary suspension of Mini-Bus service. A copy of our No-Show Policy and Appeal Process is available.