Belleville Transit’s Multi-Year Accessibility Plan

Belleville Transit’s Multi-Year Accessibility Plan 2023 – 2027

1.0 Introduction

1.1  Ridership Growth

2.0 Corporate and Transit Policies and Procedures

3.0 Accessibility Inclusion

4.0 Message from Chair of the Transit Advisory Committee

5.0 Message from Chair of the Accessibility Advisory Committee

6.0 AODA & IASR Standards for Driver Training for Conventional and Specialized Transit

6.1 Driver Training: Where we were at

6.2 Driver Training: Significant Accomplishments

6.2.1 Transit Specific Manuals

6.2.3 Webinar and In-Person Training

6.3 Driver Training: Where are we Going

7.0 AODA & IASR Standards for Conventional Transit

7.1 Customer Feedback: Where we are at

7.2 Customer Feedback: Where we are going

7.3 Fares (including support persons, service animals, and mobility aids): Where are we at

7.4 Fares: Where we are going

7.5 Transit Stops: Where we are at

7.6 Transit Stops: Where we are going

7.7 Priority Seating: Where are we at

7.8  Priority seating: Where are we going

7.9 Service Disruptions or Non-functioning Equipment: Where we are at

7.10 Pre-boarding & On-board Announcements: Where we are at

8.0 Specialized Transit Service – Belleville Mobility Transit

8.1 Introduction

8.1 Application & Eligibility: Where we are at

8.2 Application & Eligibility: Where we are going

8.3 Booking: Where we are at

8.4 Booking: Where are we going

9.0 Accessible Taxicabs

9.1 Availability: Where we are at

9.2 Availability: Where we are going

9.3 Driver Training and Records: Where we are at

9.4 Driver Training and Records: Where we are going

1.0 Introduction

Welcome to Belleville Transit’s Multi-Year Accessibility Plan (TMAP). This quasi-standalone document has been prepared in conjunction with the Corporation of the City of Belleville’s Multi-Year Accessibility Plan, to better address the unique characteristics of our transit system. Shared accessibility focused policies and procedures are cross referenced throughout this plan. This TMAP addresses conventional, specialized, and accessible taxicabs licensed and operating within the City of Belleville. For the purposes of this plan, unless otherwise noted, “Belleville Transit” refers to all three components of our municipal transit system. Both the City of Belleville and Belleville Transit’s Accessibility Plans remain in effect until end of year 2027. Access to the City of Belleville’s Multi-Year Accessibility Plan 2023-2027 that was approved by Council on November 27, 2023 is available on the website. Please contact the Accessibility Coordinator if a different format is required.

Belleville Transit plays a crucial role in the overall transportation system of our municipality. A public transit system provides residents with the opportunity to participate in their community regardless of age, income, or ability. Belleville Transit has been designed to support our residents in their access to education, employment opportunities, shopping for goods or services, recreational activities, medical purposes, and general independence to get around our community. In this way, not only does Belleville Transit serve as our public mode of transportation, but it does so in a way that enhances inclusion and equal opportunity. 

Under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) the Integrated Accessibility Standards Regulation (IASR), 2011 for Transportation details the legislative requirements for providing accessible conventional and specialized public transit services. Consistent with its responsibilities under the AODA, Belleville Transit established a mission statement which captures the importance of and commitment to accessibility in the provision of transit services.

This Transit Multi-Year Accessibility Plan has been reviewed and approved by the Transit Advisory Committee and the Accessibility Advisory Committee. Public review opportunities were provided on-line and in-person at high use facilities in the city.

1.1  Ridership Growth

Both conventional and specialized transit have seen significant growth over the last three years. For conventional the total ridership for the year 2021 was 576,608, 2022 was 1,196,147, and currently for 2023 (with the months of November and December not counted) the ridership is 1,350,521. A monthly breakdown of this growth can be seen in Figure 1. It is important to realize that this growth is happening without a significant increase in funding. 

Over the last three years the number of riders using the Mobility Bus has continued to increase. Figure 2 shows that in 2021, the year started with 726 completed trips and increased to 1,043 by the end of the year. By 2022, the number of completed trips went up from 1,000 to 1,200 by the end of the year. For January 2023 there were 1,302 completed trips which represents an increase of 302 trips from 2022. For October 2023 (the last month for which data is available) the increasing trend continues. While exciting, this degree of increase also brings growing pains in managing with the limited resources available. Transit has purchased new mobility buses to decrease the amount of time buses are down for repair. This does not represent an increase of the number of mobility buses available for use. 

2.0 Corporate and Transit Policies and Procedures

All City of Belleville accessibility focused policies apply to Belleville Transit.  Where appropriate, transit specific policies have been created, for example training policies and procedures for onboard equipment used to secure wheelchairs on conventional and mobility buses. 

The City of Belleville’s Accessibility Standards for Customer Service, Corporate Accessibility Policy, and Accessible Standards for Customer Service & Use of Assistive Devices Policy, developed in compliance with AODA legislation, apply in their entirety to Belleville Transit. Recent updates to Belleville Transit’s Standard Operating Guidelines for Employees which was revised in 2022 and the Specialized Transit Manual for drivers which was revised in 2023 supplement accessible customer service training for Belleville Transit employees, such as those detailing how operators are to correctly use accessibility equipment and features or emergency preparedness for the safety of persons with disabilities on board.

In 2021 Belleville Transit was notified that they would be undergoing a desk audit by the Ministry for Seniors and Accessibility. The Ministry for Seniors and Accessibility conducts desk audits on selected organizations to confirm that they are in compliance with AODA, 2005, and its associated accessibility standards, and to provide any needed support. As you will see in 6.2 Belleville Transit used this opportunity to develop rigorous driver training procedures and compliance documentation. In August 2023 the City was notified that the desk audit had been closed and that no further documentation was required. The Corporation of the City of Belleville and Belleville Transit will continue to work in unison towards providing a fully functional, accessible public transportation system. To this end, we will undergo internal reviews of our own and establish short- and long-term objectives until this goal has been met.

3.0 Accessibility Inclusion

Belleville Transit’s fleet now consists of eighteen (18) accessible coaches with such features as kneeling entrances with ramps, designated priority seating with securement for mobility devices, and audio/visual announcements of all stops. Beyond establishing fare parity, Belleville Transit offers a reduced fare option for individuals with disabilities and allows for a support person to accompany an individual with a disability for free.

The Corporation of the City of Belleville along with Belleville Transit are committed to continuously upgrading both the conventional and specialized service options.

Transit provides mobility for those individuals who are unable to transport themselves due to a variety reasons. With improved mobility, all residents may be more involved in the community, and have better access to employment, health, educational and social opportunities.

4.0 Message from Chair of the Transit Advisory Committee

To build Belleville’s Transit as a preferred transportation option, customers must have access to its services. An accessible fleet is a key component in this direction. However, Transit consists of many elements beyond accessible vehicles; including but not limited to service levels, improved pedestrian connections, transit stops & shelters, signage, way finding, policies and customer service. For many, Belleville Transit is the only means of travel to work, school, medical appointments, community events and social activities. 

The City of Belleville has affirmed its commitment to providing its residents with an inclusive and accessible community. 

Based on these principles of inclusivity and respect for dignity, Belleville Transit will ensure that this and all future Accessibility Plans have this at their core - the goal of integrating as many riders as possible on our accessible conventional transit fleet, while continuing to provide a parallel Mobility Transit service for those citizens with different needs. 

Kathryn Brown, Chair of Transit Advisory Committee

Councillor - Ward 2 (Thurlow)

5.0 Message from Chair of the Accessibility Advisory Committee

The Belleville Accessibility Advisory Committee (BAAC) is committed to making Belleville the best community in terms of accessibility for all and making everyone feel the inclusiveness of our city. The BAAC is comprised of 2 City Councilors, and 6 members from the public, the majority of who have lived experience and contribute their unique point of view and expertise toward making our community spaces and services accessible for all people.

According to the 2019 Accessibility for Ontarians with Disabilities Act, 2005 Annual Report “In Ontario, approximately 2.6 million people have a disability”. This means roughly one in four Ontarians live with a disability and face various types of barriers in their everyday life. The 2022 Canadian Survey on Disability shows a 5% increase in the disability rate between 2017 and 2022 due to an aging population and a growth in mental health-related disabilities. In 2022, 27% of Canadians aged 15 years and older, or 8.0 million people, had one or more disabilities that limited them in their daily activities. This is why it is important to address daily barriers that people with disabilities face.

Statistics from the Canadian Survey of Disability, 2017 indicate that barriers related to both conventional and specialized transportation can have significant impacts on the lives of Canadians with disabilities aged 15 and older. Data for 2022 is not yet available. This is why the BAAC has selected transit as a key area for our committee work for 2023-2027. The BAAC is committed to working with Belleville’s Transit Services and people with disabilities to continue to address barriers.

It is the City’s job to try to break down barriers and make our community accessible and inclusive to everyone.  The BAAC is constantly trying to achieve this cultural shift. The National AccessAbility Week 2023 theme of “Disability Inclusion: From Possibilities to Practice” is aligned with Belleville’s focus on promoting the full culture shift that needs to occur for us to achieve the goal of complete accessibility and inclusion in our community; to reach our full potential, accessibility and inclusion must become a way of life and business.

Councilor Barbara Enright-Miller

BAAC Chair

6.0 AODA & IASR Standards for Driver Training for Conventional and Specialized Transit

6.1 Driver Training: Where we were at

Driver training was taking place by existing drivers and supervisors providing training to new drivers using the previous Standard Operating Procedures. There was no driver’s training manual to ensure that all drivers received consistent training. The other challenge is that paper records were used, and this made it difficult to create reports and flag drivers that needed to renew their training.

6.2 Driver Training: Significant Accomplishments

The training of Belleville’s bus drivers is now comprised of three parts. The first is the HR Downloads AODA training that all staff at the City of Belleville were assigned in April 2023 and need to update every year. The second part is reading the Specialized Transit Manual for Drivers and taking an optional quiz. Part three includes a webinar on securement and in-person training. The City of Belleville is now fully compliant with our transit training as shown by the successful completion of the desk audit.

6.2.1 HR Downloads Training

Our Corporate Accessibility Plan states the City’s agreement to provide accessibility training that covers “an A.O.D.A and Human Rights overview, a review of internal policies and procedures related to accessibility, and how to provide service to people with different disabilities”. The City has shown the importance of this training by purchasing an enterprise license from HR Downloads for all employees. Previously, one department (Community Services) did this on its own and due to the benefits, it has now been extended to all staff. At the end of April 2023, all full-time employees were contacted to set up an HR Downloads account and assigned their first assignment. This was an AODA training bundle including the following:

HR Downloads Webinar Courses:

• AODA Customer Service Standards Training (Comprehensive Content, Immersive)
• Understanding Human Rights Training (AODA Edition, Immersive)
• Both of these courses include a quiz with a minimum score of 70% to pass.

Corporate and Internal Policies:

• Corporate Accessibility Policy
• Accessibility Standards for Customer Service
• Accessible Standards for Customer Service & Use of Assistive Devices Policy
• Corporate Services Tip Sheet General
• Corporate Services Tip Sheet for Assistive Devices
• Corporate Services Tip Sheet for Service Animals
• Corporate Services Tip Sheet for Support Services
• Corporate Services Tip Sheet for Diverse Disabilities

Compliance:

HR Downloads records all training records for the City. The City currently employs 35 bus drivers. All drivers have completed the training. All senior management in the transit department and dispatchers have completed the training.

6.2.1 Transit Specific Manuals

The transit department requires drivers to read standard operating procedures. Below are the specific references to accessibility:

• Support persons do not pay
• “Guide dogs and service animals are permitted on Belleville Transit Buses”, also discusses issue of when it is not clear it is a service animal.
• Assisting passengers “Operators will lower the bus and deploy the ramp at the request of a passenger with a physical disability, or when it appears a passenger would benefit from having the bus knelt and ramp deployed. This includes persons in wheelchairs, using walkers, canes, or appearing to be unsteady.”
• Accessible seating policy
• Mobility device restraint system
• Loading and unloading mobility devices

All drivers (Conventional and Specialized) must also read the Specialized Transit Manual for Drivers and have the option to take a quiz. The manual and quiz were completed in May 2023. The multiple choice section of the quiz helps to ensure that drivers know how to act in certain situations, including emergencies. This type of training meets the requirements for the IASR. The quiz is to show that the drivers understand the material and that they’ve read it. There is no set score required to pass.  If drivers show any misunderstanding, dispatchers will discuss it with them.

Compliance:

100% of drivers (conventional and specialized) have indicated via sign-off that they have read the manual. The quiz is not mandatory. It is to indicate to drivers if they struggle with a question, to approach their dispatcher. The manual will be updated when there is a change in procedure or equipment. Drivers will be asked to review the manual, sign-off and optionally complete the quiz every two years.

6.2.2 Webinar and In-Person Training

Although previously new drivers were trained in appropriate tie-down and other procedures, this was not tracked and recorded. We have developed a system that will be used from now on. The first step in this process requires drivers to enroll in the Q’Straint Securement 101: Basic Wheelchair Securement. Q’Straint is an industry leader when it comes to equipment (which our buses use) and courses on securement. This 75 minute webinar has four main sections including safety and liability, equipment, securing the wheelchair, and securing the occupant. The course includes videos showing crash test dummies in wheelchairs in which securement is done correctly and incorrectly. This provides a very poignant reminder of the importance of getting it right. First, a supervisor, mobility bus dispatcher and the AODA coordinator completed the course. All three deemed it an excellent training tool for drivers. Each section is accompanied by a quiz. Drivers must get 75% to pass the course and receive a certificate. After they complete the course, drivers will be asked to demonstrate the correct technique with a mobility bus and wheelchair. The supervisor or dispatcher will correct anything that the driver does incorrectly. Part 3 Training (course and in-person demonstration) is the final step in complying with IASR training requirements and will be refreshed every two years. This timeline is recommended by Q’Straint.

Compliance:

The securement 101 certificate is included in the driver’s record. Fourteen Mobility Bus drivers (full-time and temporary) received this training in July 2023. The staff member responsible for checking their securement technique has signed off on their training record. 

6.3 Driver Training: Where are we Going

Belleville transit now has a systematic training procedure for orientating all new drivers (conventional and specialized):

1. The AODA coordinator will be informed about the new hire and will send the AODA training bundle via HR Downloads (Part 1). Drivers will have two weeks to complete it.
2. The driver trainer will have all new drivers read the Standard Operating Procedures and sign-off indicating they have read the Specialized Transit Manual for Drivers. Drivers will be encouraged to take the quiz and clarify questions (Part 2).
3. The driver trainer will have each new driver enroll and participate in the Q’Straint Securement 101: Basic Wheelchair Securement. With a Mobility Bus and wheelchair on-site, new drivers will be asked to demonstrate their securement knowledge and technique. The trainer will work through any misunderstandings and incorrect techniques, and this will continue until the new driver feels comfortable securing different mobility aids (Part 3).

The general training covered under section 7 in the IASR is now recorded electronically using HR Downloads. Reports can be created showing the training and who has completed it. The Transportation department has implemented significant changes in how training is provided to comply with AODA. The standard operating procedures and the Specialized Transit Manual for Drivers and quiz will provide consistency in training. The signature form indicating that the driver read the Specialized Transit Manual has been added to their driver record held at Transit. The completion of the Q’Straint course is tracked by drivers submitting their certificate to their supervisor. The in-person training is also tracked and becomes part of the driver’s record. The plan is to have all existing conventional and specialized drivers complete the Q’Straint course. A database has been set up with all drivers and their training and dates completed so we can flag drivers who need to repeat Part 1 (yearly) and Parts 2 and 3 (every two years).

7.0 AODA & IASR Standards for Conventional Transit

7.1 Customer Feedback: Where we are at

The Corporation of the City of Belleville has an established feedback process which can be either accessed on the website, or customers may visit or contact City Hall to leave feedback or request the document in an accessible format. There is no separate feedback structure for Belleville Transit, customers are invited to submit any comments, questions, or concerns through the City of Belleville feedback forms and any transit specific feedback will be shared with the General Manager of Belleville Transit. The City of Belleville and Belleville Transit will respond to all inquiries within a reasonable time, and when requested will do so in a manner which considers a person’s disability. 

7.2 Customer Feedback: Where we are going

Feedback is an important tool used in planning and decision making for Belleville Transit. Both the conventional and specialized transit systems are a public service provided to, as the mission statement validates, respond to the needs of our community. Belleville Transit will work to promote the feedback process and develop a system by which to track it, to allow for relevant data collection and review for planning and decision making. Feedback and any necessary follow up will also be reviewed with the Belleville Accessibility Advisory Committee.

7.3 Fares (including support persons, service animals, and mobility aids): Where are we at

In accordance with AODA regulations Belleville Transit subscribes to fare parity, meaning that we will not charge a higher fare to a person with a disability than a fare that is charged to a person without a disability. As a best practice in accessibility and customer service, Belleville Transit allows for a support person to accompany a person with a disability free of charge. The application for the Mobility Bus provides a space for individuals and their health professionals to select that a support person is required but that the person can use conventional transit. Upon receiving this information riders will be issued a letter that they can show bus drivers if asked. In most cases, individuals traveling with a support person will not be asked for the letter.  

In keeping compliant with AODA regulations, Belleville Transit will allow for a person with a disability to ride with a support animal and will not charge a fee to do so or separate the person from their support animal at any time. Furthermore, Belleville transit will not charge a fee for the storage of any mobility aid or assistive device, and will allow a rider to store their aid or device within reach when possible, without compromising safety for themselves or other passengers.

As part of its commitment to accessibility and inclusion, Belleville Transit offers a reduced fare option. Riders with disabilities can apply for this reduced transit pass, which can be used for both the conventional and (when eligible) specialized service options.

7.4 Fares: Where we are going

A new fare collection system will be available during the first quarter of 2024. This new system will:

• Reduce the different number of fare passes 
• Provide a one pass fits all that can be reloadable on-line
• Provide a reduced fare for seniors and people with disabilities
• Provide ways to purchase passes in person for those that don’t have the on-line option

7.5 Transit Stops: Where we are at

There are approximately three hundred (300) bus stops along the thirteen (13) conventional service bus routes. In the last few years Belleville Transit has been addressing issues of accessibility at transit stops. This is backed by council’s allocation of the Capital Budget (2021-2023) designated for accessibility upgrades to bus stops. Projects under this budget include installation of accessible shelters, signage, and addressing physical barriers such as sidewalks, curbs, and dropped curbs. Upgrades are being done in a phased approach using industry best standards for design and construction of these stops. It is estimated that the allocation of $300,000 a year has resulted in approximately 75 to 80% of the stops being fixed.

Bellville Transit has also created winter route maps to ensure increased levels of service. This will help ensure that adequate snow clearing occurs. This is particularly important for people with disabilities and the elderly who are at increased risk of falls and having mobility aids get stuck in the snow.

If the official bus stop is not accessible for any reason, the bus operator shall ensure that persons with disabilities are able to board or disembark the vehicle at the closest safe location. It is the responsibility of all bus operators to report temporary accessibility barriers at transit stops to the appropriate authority as soon as possible. This location may not be an actual bus stop but is determined to enable the ramp to be deployed. In their training, drivers are instructed to communicate with persons with disabilities about this change

7.6 Transit Stops: Where we are going

Remaining stops for accessibility improvements will be identified in 2024, and Transportation and Operation Services has allocated $600,000 for these stops. Once all stops have been fixed ongoing, required maintenance will be identified and budgeted.

Ongoing review of clarity, contrast and readability of bus stop signage and printed ridership material is essential. With an aging population, visual acuity is declining as rapidly as mobility. Review of standards, material and customer input in this area is important. There is a need for ongoing continued review of signage and printed materials with the Accessibility Coordinator, the BAAC, and individuals with sight impairments or who are blind.

7.7 Priority Seating: Where are we at

All 18 buses currently in fleet for the conventional service option are complete with priority seating. This means that on each bus, located towards the entrance doors of the bus, are clearly identified reserved seating areas for individuals with disabilities or other mobility needs (such as pregnant women or senior citizens). The priority seating area includes space for a mobility device and an option for securement of the device.

7.8  Priority seating: Where are we going

In 2024 Belleville Transit will develop and implement a communication strategy which will: inform the public about the purpose of priority seating and the requirement that passengers, other than persons with disabilities, must vacate the priority seating if its use is desired by a person with a disability; and promote the inclusive use of the accessible conventional service option by highlighting the accessible features of the conventional buses. This strategy will include redevelopment of the information provided on the webpage for Belleville Transit.

7.9 Service Disruptions or Non-functioning Equipment: Where we are at

The Operating Guidelines of Belleville Transit from 2022 state that a visual circle check is completed by each driver as per Ministry of Transportation requirements (6.2 Bus inspection and care). There are 18 conventional buses in the fleet. On a given day there are spare buses that can be swapped out if another bus is deemed to be inoperable. If any accessibility features are found to be non-functioning or in an unsafe condition, the driver must record and report the issue to the appropriate authority before leaving the transit garage.

If there are any major accessibility defects the vehicle can not be deployed and a substitute vehicle must be found. Major accessibility defects include any non-functioning or unsafe equipment that would result in a person with a disability being unable to safely board, ride, and disembark the vehicle as independently as possible, and where additional bus operator accommodations cannot mediate the barriers. For minor accessibility defects, the first option is still to seek out a fully functioning substitute vehicle. However, where there are no fully functioning substitute vehicles available, the driver may deploy the vehicle with minor accessibility defects but must provide the appropriate accommodations. Refer to the table below for accessibility defect classifications and the appropriate response and / or accommodation.

Belleville Transit continues to develop ways to communicate route changes and service disruptions with its users. Belleville Transit runs a Twitter feed, @BusBelleville, and will develop a strategy to utilize this social media resource to better serve our transit users. Belleville Transit continues to improve the use of the functionality of the Google Maps resource to be a real time reflection of the transit service. Referred to as “Google Live”, this system automatically re-routes or notifies users of any service disruptions along their travel plan. Riders download the Transit App which advises of service disruptions, schedule delays, temporary route or schedule changes, non-functioning accessibility equipment, barriers at bus stops, and other relevant transit news or updates. The social media strategy will also aim to provide, when applicable, an alternate transit option during service disruptions and/or notice of how long the disruption is expected to last. The Transit website also has an interactive trip planner.

7.10 Pre-boarding & On-board Announcements: Where we are at

Currently, there have been no concerns regarding pre-boarding or on-board announcements. Electronic boarding announcements are requirements which came in to affect January 2017, and all 18 buses are compliant with the specifications for signage as detailed by the AODA. Belleville Transit will continue to maintain or update the audible and visual electronic announcements as needed. Furthermore, and following accessible procurement practices, Belleville Transit will ensure any new vehicles added to the fleet also meet all AODA requirements. 

8.0 Specialized Transit Service – Belleville Mobility Transit

8.1 Introduction

A lot of the challenges with the Specialized Transit are linked to the supply of buses. More mobility buses have been purchased and 1 has arrived and is in service and 2 more are expected to arrive in the Q4 of 2023. All new buses are equipped to meet AODA requirements. These three buses will be replacements for Mobility Buses that are at the end of their life cycle. This will greatly reduce breakdowns and having buses that cannot be used. Furthermore, 2 accessible vans have been purchased and are in use as supervisor vehicles to better equip supervisors to respond to emergencies. It is important to note that with the ridership and number of trips increasing that the supply of buses will be on ongoing issue.

8.1 Application & Eligibility: Where we are at

Application forms for Belleville Mobility Transit may be obtained from City Hall, the Robert E. Ladoucier Transit Terminal, or downloaded from the City’s website. To obtain this document in an accessible format riders are asked to contact Belleville Transit or the Accessibility Coordinator. Completed forms, including the corresponding medical portion, must be returned to the Transit Office for review and approval. Eligibility is determined within 14 calendar days of receipt of the completed application form.

Individuals are eligible to use Mobility Transit if they are a resident of the City of Belleville and are restricted in using fixed route transit because of a permanent or temporary disability. There are three categories of eligibility which could qualify an individual to use Mobility Transit, as defined by the AODA these categories are: Unconditional, Temporary, and Conditional. Those whose eligibility is unconditional only have to apply once, temporary and conditional riders will be given an eligibility deadline. The Mobility Bus application provides the space for individuals or medical professionals to indicate whether a support person and/or service animal must travel with the rider.

AODA eligibility requirements for the Mobility Bus is being exceeded. The service area for the Mobility Bus now includes Ward 2 where there is no conventional service. 

8.2 Application & Eligibility: Where we are going

In 2024 a communications campaign will be rolled out to inform the public of two key areas. The first, is to make sure that residents of Ward 2 know that they are eligible to apply for the Mobility Bus. The second, is to let residents know that if they do not have a family physician that another health professional such as a nurse can fill out the medical form. This is important as many people right now do not have a family physician. Also, for those in retirement and nursing homes although they may not have a physician, there are nurses and physiotherapists that can fill out the application.

8.3 Booking: Where we are at

Once an individual submits and application and is accepted as a Mobility Bus user, they can book a ride through the Dispatch Office by email or phone 613-962-1925. All bookings are made on a “first come, first serve” basis. Service hours mirror the hours of the conventional transit system. Weekday service operates from 5:00 am to 12:00 am, Saturdays 5:30 am to 12:00 am, and Sundays from 9:00 am to 12:00 am. There is no service available during statutory holidays.

A minimum of 24 hours' notice is required to accommodate bookings. Users may request same day service and dispatchers will try to accommodate the request as resources permit.  Changes to a scheduled trip must be made through the Booking Line in advance of the trip being taken.  Every effort is made to accommodate a trip change; however, as a trip change is the same as booking a new trip, it may not always be possible to accommodate the request. Customers may not request the operator change their drop-off location during a trip. Customers must call the booking line in advance of the trip to make a change in drop-off location.

The dispatcher must be contacted by phone and utilizes a computer booking system to ensure the specialized service vehicles are used to their full potential. As much as Belleville Mobility Bus strives to offer same day booking services, trip requests can also be made up to seven (7) days in advance. If the requested trip time is not available, the booking agent may suggest alternate available times. There are no trip restrictions in terms of number of trips an individual can request or take. The Booking Line is open to receive a booking request by voicemail 24 hours a day, seven days a week.  Customers should expect a 24 hour turnaround time for voicemail bookings given the demand. The Booking Line is staffed to facilitate calls for advanced, subscription and same day trips, as well as changes to scheduled trips and trip cancellations. Booking Agents are available to receive calls during the following:

• 7 days a week Monday – Friday   7:30 am – 7:30 pm
• Closed on Public Holidays

Subscription bookings may be requested for persons who will be travelling on a regular pre-determined basis to and/or from a destination. These bookings must be scheduled for a minimum of four (4) weeks and must be to and from the same address each time.  Changes to an established destination may, upon request, be altered provided change is within reason and can still be accommodated by the vehicle.

A subscription trip(s) may be put on a “hold” for a period of vacation or sickness provided Mobility Transit Bookings is notified a minimum of four (4) working days in advance of the hold and be notified of when the service is to be restarted. Mobility Transit may not always be able to accommodate requests for subscription bookings due to a limited number of spaces available.  

8.4 Booking: Where are we going

In 2024 significant changes are coming to Belleville’s Specialized Transit that will drastically improve service for these users. Mobility Bus users can expect the following changes:

• Access to an App to book own trips
• Users will be able to use the App to track their trips and service disruptions and delays. This option has been available to conventional transit users but up until now it has not been available to specialized transit users.
• Through the App users will be notified of changes in their trip including changes with pick-up and drop-off times
• Those that prefer calling into to book their trips will still do so
• Users will have access to an after-hours emergency number

Staff is prepared to help users that struggle with the new system. A webinar or other teaching tool will be offered to show users how the App works, and go through the steps to book, cancel and modify a trip.

In addition to improved service this automation of bookings, modification and cancelations will provide rigorous and in-depth data that is currently not available for specialized transit. Having this data is essential to make evidence-informed service decisions and to advocate for increases in the service.

On June 1, 2023 Belleville Transit started taking passengers for the Quinte Vocational Support Services and Continuing On In Education programs that used to travel on 3 separate mobility buses and combined them to now use one conventional bus that runs from 7:00am - 9:00am with return trips in the afternoon from 2:00pm - 4:30pm. The average number of passengers travelling with these 2 programs is 18.

By doing this we were able to free up 2 mobility buses to provide rides to other passengers. Some of the passengers in these programs that use the conventional bus now have longer wait times on the bus however, up to one and a half hours. 

9.0 Accessible Taxicabs

According to the IASR every municipality shall identify progress made toward meeting the need for on-demand accessible taxicabs, including any steps that will be taken to meet the need in its accessibility plan. 

9.1 Availability: Where we are at

The City’s by-law was revised in 2022 and states that where a broker has six cabs, there must be proof of one being accessible. For a broker with seven or more cabs they must provide proof that 4% of the fleet is accessible. Data collected in December 2022 reveals 6 accessible taxis with two different companies. Another company has accessible vans but at this time they do not have trained drivers to drive them. The company indicated that it has been quite some time since they have had a driver for the accessible vans.

Generally, the accessible taxis have meters similar to the conventional taxis. In the case of an accessible taxi not having a working meter in it the driver will charge a flat rate. The rate is based on the distance of the drive.

9.2 Availability: Where we are going

The City will continue to identify any service gaps or barriers as we move forward with planning and development towards our goal to provide efficient and equitable transit services. The AODA Coordinator will consult with the BAAC, the public and persons with disabilities to determine the proportion of on-demand accessible taxicabs required in the community.

9.3 Driver Training and Records: Where we are at

The 2023 revision of the vehicles for hire information form and attestation form (Appendix A) covers customer service, fare equity, harassment-free service and training resources for AODA and the Human Rights Code. It states that “The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) is provincial legislation intended to stimulate communities that are free from discrimination and barriers to inclusion. The Ontario Human Rights Code prohibits actions that discriminate against people based on a protected ground in a protected social area. As a service provider, you are responsible for offering quality, inclusive services and upholding the applicable requirements.” After reading the form drivers must complete and sign the attestation of the receipt of information. One of the parts states “I, the undersigned, do hereby acknowledge and affirm that the City of Belleville has provided me with sufficient resources concerning the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act, and Wheelchair Securement and Occupant Restraint System Training”.

9.4 Driver Training and Records: Where we are going

The vehicles for hire (which includes ride sharing services as well as taxis) information sheet and driver attestation form will be required for new drivers who wish to obtain a license from the City, and also existing drivers that will need to renew their license with the City. The City will keep the driver forms on record.

Appendix A: Hired Vehicle Information Sheet and Attestation Form

The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) is provincial legislation intended to stimulate communities that are free from discrimination and barriers to inclusion. The Ontario Human Rights Code prohibits actions that discriminate against people based on a protected ground in a protected social area. As a service provider, you are responsible for offering quality, inclusive services and upholding the applicable requirements. 

Customer Service

□ I will not refuse service to a person with a disability if my vehicle can safely offer transportation that meets their needs. 

□ I will not refuse service based on any protected grounds (age, race, ethnic origin, creed, gender identity, sex, marital status, citizenship, place of origin, family status or sexual orientation etc.) 

□ I will treat all people with respect and dignity and will consider their individual abilities and needs. 

□ I will do all that I can to remove any barriers to providing inclusive service. 

Fare Equity

□ I will not charge a higher fare or additional fee for persons with disabilities than for persons without disabilities for the same trip.

□ I will not charge additional fees for the transportation or storage of mobility aids, assistive devices or a service animal.

□ I will not refuse service to someone using a service animal.

Harassment-Free Services

□ I will maintain an environment in my vehicle that is free of harassment. This means I will not make unwelcome comments or engage in behaviour that may be perceived as offensive or intimidating. 

Resources

• To obtain the certificate of completion of a Wheelchair Securement and Occupant Restraint System Training program.

• To obtain training regarding AODA.

• To obtain training regarding the Ontario Human Rights Code or Working Together: The Code and AODA.

Vehicles For Hire

Attestation of Receipt of Information

 I, the undersigned, do hereby acknowledge and affirm that the City of Belleville has provided me with sufficient resources concerning the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act, and Wheelchair Securement and Occupant Restraint System Training.

 I understand that the City of Belleville has made this information readily accessible, and any responsibility for further action, now rests with me.

 I further acknowledge that the City of Belleville is not responsible for my utilization, interpretation, or understanding of the information provided, as it has fulfilled its obligations in this regard.

 I hereby affirm that I am responsible for any further steps to be taken concerning this matter.

X

Licenced Owner/Driver Full Name (Printed)

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Licenced Owner/Driver Signature

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Date