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 two-day 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 “spot-checks” 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 .
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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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