Access IN MOTION
SUMMER 2008
Banner Photo:
An MBTA customer who is blind with white cane
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Updates from the T System-Wide Accessibility Department
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Letter from the General Manager
I’m happy to introduce the MBTA’s new Department of System-Wide Accessibility
(SWA). Under the leadership of Assistant General Manager Gary Talbot, SWA
will oversee the Authority’s efforts to improve programs and services for persons
with disabilities. I have charged SWA with the critical role of ensuring that we
never lose sight of the shared vision, developed between the Authority and the
Boston Center for Independent Living (BCIL), to make the MBTA a model transit
system accessible to all.
I’d like to thank Gary and his team for all the progress they’ve made to date and
ask that you support their efforts as we move forward.
Sincerely,
Daniel A. Grabauskas
General Manager
Photo:
Daniel A. Grabauskas, General Manager
Letter from Gary Talbot
Dear Readers,
It is my pleasure to introduce the first edition of the MBTA System-Wide
Accessibility’s quarterly newsletter. Since formally pledging its commitment to
accessibility through the MBTA/BCIL settlement agreement just over two years
ago, the Authority has made significant system-wide progress toward honoring
and, in some cases, exceeding its commitment. Through this and future
newsletters, we will share with you current updates and highlights.
In our first issue, we will introduce the System-Wide Accessibility staff, as well as
the Authority’s ongoing Bus Recertification Program and internal monitoring
program. Additionally, we will introduce our forthcoming Featured Employee
column—in which we highlight an employee whose actions have demonstrated
their commitment to providing safe, accessible, and inclusive service.
As we continue to move forward, please share your feedback and suggestions
for future articles and/or improvements. With your continued help and support,
we will accomplish our collective goal of molding our nation’s oldest
transportation system into the global benchmark for Accessible Public
Transportation, a system that is safe, dependable, and accessible to all.
Sincerely,
Gary Talbot,
Assistant General Manager of
System-Wide Accessibility
Photo:
Gary Talbot, Assistant General Manager of SWA
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STAFF NEWS
System-Wide Accessibility (SWA)
Staff is Growing!
Gary Talbot,
Assistant General Manager of System-Wide Accessibility
Before joining the MBTA in May 2007, Gary served as a senior Engineer with
Walt Disney World in Lake Buena Vista, Florida, where he oversaw the design
and development of ride and attraction accessibility enhancements.
Previously, he managed the General Motors Mobility Center in Warren, Michigan.
Gary, who holds a degree in mechanical engineering from the University of
Michigan, currently chairs the Society of Automotive Engineers (SAE) Adaptive
Devices Standards Committee (ADSC), which has responsibility for developing
technical standards for adaptive devices used in personal use vehicles by
persons with disabilities. In addition, he is active in various trade and civic
organizations. In 2004 he was appointed to the U.S. Access Board by President
Bush and was reappointed to a second term in 2007.
Photo:
Gary Talbot
Sandra Belhaimer,
Executive Assistant
Sandra brings extensive senior administrative experience from high profile
industries in the fields of health care, education, telecommunications, information
systems, operations, human resources, law, government, and finance. She has
supported top executives in the transportation trucking and lighting industries of
Chancellor Corporation and Tensor Corporation. Sandra holds a diploma in
statistical analyses from SAS Institute, a certificate in business written
communications from Bunker Hill Community College, along with a business
management certificate from Babson College.
Photo:
Sandra Belhaimer
Laura Brelsford,
System-Wide Accessibility Coordinator
In 2004, Laura earned a degree from Mount Holyoke College. Following
graduation, she worked for three years as an Investigator for the Massachusetts
Commission Against Discrimination (MCAD) where she was responsible for
investigating claims of discrimination in the fields of employment and public
accommodation. She currently serves as Chair of the Cambridge Commission
for Persons with Disabilities' Advisory Board.
Photo:
Laura Brelsford
Kathy Cox,
Manager of Fixed Route Disability/Senior Services
Kathy joined the T in 1989 as Call-A-Lift Bus Program Assistant, and then
became Assistant Program Coordinator, Program Coordinator, Assistant
Manager, and Manager/Fixed Route Services all within OTA. Kathy's area of
responsibility has included the Senior & Access Pass Program, Travel Training
Program, Stop Announcement Monitoring Program, and a variety of
interdepartmental and customer liaison activities including employee training,
selection committees, complaint resolution, and community outreach. Kathy
holds a Bachelor's Degree in Journalism from Northeastern University.
Photo:
Kathy Cox
Matt Whalen,
Supervisor/Senior & Access Pass Program
Matt began his career at the T in 1995 with OTA as Paratransit Assistant/THE
RIDE and assumed duties as Supervisor/Senior & Access Pass Program in
1999. Beginning in 2005, he played a key role in issuing new CharlieCards to
150,000 reduced fare pass customers. Currently, Matt and a staff of seven serve
approximately 1,000 customers weekly at the Back Bay and Downtown Crossing
Senior/TAP offices. Matt holds a B.A. in Economics from UMASS-Amherst. Look
for more information on Matt and his staff in the next issue of Access in Motion.
Photo:
Matt Whalen
Michael Festa,
Senior Accessibility Specialist & Project Manager
After earning a Bachelor of Science in Engineering from Northeastern University,
Michael worked for the Architectural Access Board (AAB) as a Compliance
Officer for 10 years.
In 1999, Michael began working for the MBTA’s Design and Construction
Department as a Senior Accessibility Specialist and Project Manager where he is
responsible for reviewing accessibility features of all design and construction
projects. Michael is currently on special assignment to the MBTA’s System-wide
Accessibility Department, where he will be responsible for developing and
managing the Wayfinding Project Plan and assisting on other
settlement/department initiatives.
Photo:
Michael Festa
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Featured Update
Bus Operator Recertification Training Begins!
On December 14, 2007, the MBTA’s training school launched its Bus Operator
Recertification Training Program. All MBTA Bus Operators will attend the twoday program that includes one full day on accessibility policies and procedures.
The training day is comprised of a classroom session and a “hands on” session
in the bus yard that will provide Operators with experience operating accessibility
equipment in different scenarios, as well as practice securing various types of
wheeled mobility devices (wheelchairs and scooters). Much of the training is
based around the MBTA’s newly implemented “High & Low Floor Bus
Procedures” drafted by the Department of System-Wide Accessibility and Bus
Operations with input from the Boston Center for Independent Living (BCIL).
These procedures provide Bus Operators with a comprehensive guide for
providing safe and reliable service to passengers with disabilities.
Some highlights from the new procedures include:
• Operators shall always pull the bus to the curb. Detailed instructions on what to
do if the bus cannot be curbed are included.
• Passengers using wheeled mobility devices shall be boarded before all other
passengers
• All stop announcements shall be made by either the operator or the automated
PA system
• Operators shall properly secure all wheeled mobility devices. The securement
of wheeled mobility devices is now MANDATORY.
In other bus-related news, System-Wide Accessibility has been busy taking steps
to revamp its bus monitoring program. Beginning early this spring, SWA bus
monitors will be riding the system in two-person teams, collecting extensive data
that will be used to evaluate Operators’ compliance with the new bus procedures
as well as the state of the MBTA’s bus equipment.
Monitors will first be assigned to bus routes that have been the subject of
customer complaints and then will expand their efforts to conduct random “spotchecks” of bus routes system-wide.
Data collected by SWA monitors will be analyzed and used to make
recommendations to the Operations Department regarding discipline, training
opportunities, and to identify systemic strengths as well as areas for
improvement.
Photo 1:
Bus Instructor Ed Tighe reviews access features of low-floor bus with Operators
during “hands-on” training
Photo 2:
Bus Instructor Ed Tighe teaches Operators manual ramp deployment on low-floor
bus
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SWA’s Featured Employee
Have you experienced exceptional customer service from the MBTA lately? We
want to hear your stories! In each future issue of Access in Motion, SWA will
feature an operator or customer service agent who has demonstrated their
commitment to providing accessible service. E-mail your nominations to
LBrelsford@mbta.com.
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To submit a complaint or commendation regarding accessibility, contact the
MBTA’s Customer Service Department at 617-222-3200; 617-222-5146 (TTY).
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