KTR 15.4 for pdf

October 2002

The Newsletter for Kansas Rural and Specialized Transportation Providers ● The University of Kansas Transportation Center

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Are you planning a new ser-vice for seniors?...or expand-ing an existing one? Doing

either requires some insight intothe needs and expectations of yourpassengers. A new report recentlyreleased by the AARP could helpyou gain that insight. UnderstandingSenior Transportation may help youbetter understand how older personsconnect with their communities andthe types of mobility problems they

Inside:Lawrence’s“T,” contin.Page 2

AARP senior survey, contin.Page 3

Alcohol inunexpectedplaces Page 4

Rethinkingmonthlyboard meetingsPage 5

Marketingtip: Treat allpassengerswith dignityPage 6

Internet marketingtipsPage 8

Not-so-commonknowledgeabout thecommonwheelchairPage 10

Driver tipsfor resolvingconflictsPage 11

Databasesoftwaretransitagencies can usePage 12

CalendarPage 14

ResourcesPage 15

New AARP ReportHelps AgenciesUnderstand Needs of Seniors

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“If you build it,they willcome.” That

saying is true for theLawrence TransitSystem—also knownas the “T.” The T’sgoals are to provide thecitizens of Lawrence (Ks.)with a dependable, clean, safeand cost-efficient transit system.Evaluations from the first year, andthe first few months since then, haveproven the system has done just that.

The city’s T (fixed route) and

T-Lift (paratransit) services havebecome great success stories withthe assistance of two main organiza-

tions: 1) the Public TransportationAdvisory Committee (PTAC),

established by the CityCommission to advise theCity on public transitsystem matters; and 2) MV Transportation—

the system’s fixed routeand paratransit contract

provider.Karin Rexroad, public transit

administrator, said that the system’smajor accomplishments after its firstyear were “getting a system that wastimely and efficient, supported by acontinual growth of ridership.”

. . . . . . . . . . . . . . . . . . . .by Ira Allen. . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . by James C. Holland. . . . . . . . . . . . . . . . . . . .

A “T”errific First Year

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2 KTR ● October 2002

Features

signage, were not implemented inthe first year but are now beinginstalled.

Understanding that every goaland objective will not be achieved,stated Rexroad, is key when startinga transit system. In fact, a new tran-sit system takes twice as long as onewould think to get in place—sothere can be no room for gettingeasily discouraged, she said.

RidershipThroughout 2001, the T operatedeight fixed routes and providedapproximately 156,000 one-way trips

to families, seniors, employees, stu-dents, and individuals with limitedmobility. In addition, the T-Lift pro-vided about 44,000 one-way trips toindividuals unable to access the fixedroute system because of a disabilityor who requested special door-to-door service.

The T operated for almost39,000 revenue-hours available toriders—while the T-Lift operated forabout 17,000 revenue hours.

Routes were tweakedPart of the T-system’s success isattributable to the ability to identifyand address routes that needed a fewalterations. Some routes were short-ened; others were lengthened oreliminated.

As a result of route changes afterthe system’s initial launch, the T andT-Lift offer more direct and consis-tent transfers throughout the system,reduced waiting time and improvedtraffic flow, new service to somepopular destinations, new connec-tions and additional service to amajor retail district, additional ser-vice to Haskell Indian NationsUniversity and the North Lawrenceneighborhood, and improved serviceto East Hills Business Park.

Passenger-friendly The T-System vehicles have severalpassenger-freindly features. Fixedroute coaches can “kneel” (lower thefront door access to the curb) for thepurpose of boarding safely. The two

passenger entry doors improve theflow of riders boarding the bus. Flipseats within the vehicles allow fortwo wheelchair tie-downs or, whenneeded, additional passenger seats.The public address system allows forcalling out major stops along theroutes, transfer points, and requestedstops. One of the most noticeablesystem enhancements is the bikeracks on the front of the buses.

Some system enhancements,such as shelters and extra bus stop

A “T”-errific First Year,continued from page 1

RevenueFare prices for the T and T-Lift sys-tem were set low, to encourage rider-ship. A ride costs 50 cents, each way,and $1 for a one-way paratransittrip. An option to purchase 10 punchtickets to ride either the fixed routeor the paratransit system alleviatesthe need to have the correct farewhen boarding a bus. A monthlypass is convenient for passengerswho ride at least 40 trips per month.The pass is discounted 15 percentfrom regular bus fare.

T and T-Lift services producedabout $103,000 in revenues in 2001.

Lawrence Transit System is expectedto easily cross the $125,000 markthis year.

The Future of the T-System This year the Lawrence TransitSystem is adding:—four paratransit vehicles to aid inmeeting door-to-door demand;—20 covered bus shelters;—benches along the routes; and—additional bus stop signs to clarifyroute locations and transfers.

While the future of the T-system looks very bright,there are still some disagreements about what its futureshould look like.

Lawrence Transit System Goals for 2002

—increasing paratransit service efficiency;—providing fixed route travel training for those needing assistance;—building additional public awareness of the benefits of public transportation;—building ridership on the fixed route system;—encouraging first-time riders; and —building partnerships with agencies, organizations, school systems,and community employers.

KTR ● October 2002 3

Features

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To continue to receive federalfunding, the City of Lawrence ismaking a conscious effort to meetthe demand for its paratransit ser-vice, T-Lift. In 2001 T-Lift operatedabout 59 revenue hours per day. Thisnumber increased to 63 revenuehours per day in 2002.

While the future of the T-systemlooks very bright, there are still somedisagreements about what its futureshould look like. Alan Black, PublicTransit Advisory Committee(PTAC) member, believes that thereis still room for improvement inroutes and schedules, by eliminatingor shortening some of the routes andfocusing more on improving themost popular routes. Black alsobelieves that the headways of the T-system (time that separates twovehicles traveling the same route)need to be improved.

“Steady growth” describesLawrence’s T-System to date, and itsfuture holds promise for furtherexpanded services.

Source: “Lawrence Transit System:A Year in Review,” Lawrence TransitSystem, December 7, 2001. ▲

AARP report,continued from page 1

experience—particularly current orpotential riders over age 75.

The report summarizes and ana-lyzes the results of a national surveycommissioned by AARP. The surveyexamines seniors’ perspectives ontransportation and transportationservices, exploring all modes thatseniors are likely to use. A Healthand Disability Status (HDS) indexwas created for this survey, whichasked participants to rank their HDSbetween poor and excellent. HDS

was then used as a tool to helpunderstand the relationship of trans-portation to personal functional level.

How seniors travelDriving. Like the rest of the nation,seniors would rather drive than walk.Those seniors who do drive, howev-er, report certain problems. Over 60percent of those surveyed com-plained that inconsiderate driverswere a concern, and 18 percentthought inconsiderate drivers were aserious problem.

Data such as these are the nailsand the glue of the marketing work-bench. For example, an ad taking theabove information into considerationmight run something like this:“Tired of dealing with inconsideratedrivers? Let our considerate driversdeal with them...ride the T.”

Other significant problemsreported with driving were trafficcongestion and night driving.Driving at night was the only report-ed problem with driving that wors-ened statistically with age. Whileonly nine percent of respondents ages50 to 74 saw it as a large problem, 17percent between 75 and 79 thoughtit was, and 23 percent of those aged80 to 84 concurred. Perhaps this issomething for transit agencies tokeep in mind when considering theirafter-dark schedules.

The problems mentioned aboveare major barriers to mobility forthose with poor HDS, as will be dis-cussed later in this article.

Ridesharing. Ridesharing was thesecond-most common mode of travelfor those surveyed, and it, too, wasfound to have its share of problems.Feelings of dependency or worriesabout imposing on others were

reported as the two largest problemswith ridesharing. These two prob-lems, as well as others with whichridesharers are faced—embarrass-ment, fitting the ride-giver’s sched-ule, lack of willing drivers, the ride-giver’s driving habits, and the feelingthat reciprocation is necessary—canbe addressed by public transit.

Once again, individuals withpoor HDS experience problems moreacutely than those with excellentHDS. For example, only 14 percentpercent of respondents with excellentHDS found feeling dependent to be a problem with ridesharing, where 31

How to Obtain A Copy of this AARP ReportA copy of Understanding Senior Transportation is available online atwww.research.aarp.org/il/inb50_transport.pdf or by contacting AARP at 601 E St., NW, Washington, DC 20049;phone (800) 424-3410.

The report examines drivingproblems reported by older

drivers, including difficultiesdriving at night.


Features

Alcohol isn’t just in bever-ages. It’s also in foodand body care products

using ethyl, methyl, or isopropyl alcohol. Some ofthese products can add small amounts of alcoholto your system.

FTA regulations say that any combination ofalcohol that results in a breath alcohol concentra-tion of 0.04 or greater is considered positive.A concentration of 0.2 or greater but less than 0.04will result in the employee’s removal from safety-sensitive duties for at least eight hours unless are-test shows a concentration of less than 0.02.

The source of alcohol is irrelevant in test results. Safety-sensitiveemployees should read content labels when consuming food productsand beverages and using medicines and oral hygiene products to ensurealcohol is not being inadvertantly consumed.

Here are some food and household products containing alcohol.Some might surprise you!

—non-alcohol beer —mouthwash—candy —breath spray—gum —denture adhesives—cold medicines

Source: FTA Drug and Alcohol Regulation Updates, Issue 21, page 4.

. . . . . . . . . . . . . . . . . .by Lisa Harris. . . . . . . . . . . . . . . . . .

percent of those with poor HDSexperienced problems surroundingthat same issue.

Transit agencies can underscorethe advantages of transit in marketingefforts. Information from this reportcan help managers determine whichcomparisons will be particularly help-ful in attracting new riders to transit.

Relationship of HDS to mobilityAge alone is not the best indicator of transportation mode use, trans-portation problems, or personal

Finding Alcohol inUnexpected Places

mobility. The survey found that indi-viduals who were over 85 years oldbut who reported excellent HDSwere more mobile than youngerrespondents with poor HDS. Incontrast, those who had poor HDSat all ages were more likely to expe-rience problems with all modes oftransportation. Transit managers canbenefit from considering the prob-lems reported by this portion of thepopulation, as seniors with poorHDS are more likely than any othersegment of the population to betransit riders. An understanding ofthe difficulties faced by potentialriders is essential to providing con-siderate and consistent service.

AARP report,continued from page 3

Implications for transit servicesWe know that driving is the mode ofchoice for most Americans, andseniors are no different. However, asmentioned above, several problemswith driving were reported by seniors,and understanding these problemsshould be helpful in structuring andmarketing transit. The same holdstrue for ridesharing, the second-mostcommon form of transportationamong survey respondents. The sur-vey also found that seniors who usetransit are more likely to have poorerhealth and more disabilities. Serviceoptions designed to accommodatethese special needs should be imple-mented to attract riders.

HDS strongly affected howthose respondents perceive the mag-nitude of their problems with publictransportation. Of these problems,unavailable destinations, vehicleaccessibility, increased travel time andcrime were most commonly reportedas the four of greatest concern.

Some of these problems can bealleviated by transit agencies andsome cannot. For instance, mostagencies are already doing all theycan to run services quickly and effi-ciently. Particularly in rural areas,riding the bus is just not going to beas fast as driving, and that’s that.However, working with advisorygroups of local citizens, includingseniors, when designing routes andscheduling for fixed-route servicecan go a long way toward addressingconcerns about unavailable destina-tions and inefficient routes.

Worries about crime may be lesslikely to affect rural transit services,but accessibility issues remain veryreal in the minds of rural transit rid-ers. Is there more that can be done toaddress the concerns this surveybrings to light? Perhaps not, but it’salways a good idea to ask what can bedone better, and this survey can helpguide that questioning. ▲


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Tired of the same old boringmonthly board meetings? Areyou routinely faced with time

running out after you’ve only heardstaff reports—with no real discussionby the board? Do board membersarrive at the monthly meeting unpre-pared or uninformed because theyhave not received reports in advance?Does the board discuss issues frommonth-to-month without the oppor-tunity to develop and discuss long-range plans for the agency? Theremay be a better way.

For transit agencies, monthlyboard meetings are the norm.However, the number of meetings isnot a measure of effectiveness andefficiency of the board. In this articlewe’ll explore the advantages and dis-advantages of the typical monthlyboard meeting structure and suggestsome possible alternatives.

When do monthly board meetings work?During monthly board meetings, theboard typically receives one or morereports from the general manager or

executive director, andperhaps from otherdepartments or functionalareas. These reports mightbe on financial activities,marketing, service or oper-ations, or maintenance.In a one- or two-hourmeeting, the board gener-ally approves the minutesand financial reports,receives other reports,discusses old business, andsqueezes in short discus-sion about new businessissues that have come upduring the month.

Monthly board meet-ings are appropriate in anagency going through rapid changesand may be wise for an agency start-ing new services. Monthly boardmeetings provide regular contactwith staff in critical specialty areas,such as financial management ormajor capital development.

When is there a problem? Monthly board meetings spent lis-tening to reports may waste the valu-able time of transit board memberswhen an agency is not in crisis orundertaking any major new initia-tives. These types of meetings oftendo not require much action from theboard. Without adequate planning,they also may focus the board onday-to-day operational issues andproblem-solving rather than on policy and longer-range planning.

A major downfall of monthlyboard meetings structured in this wayis that they encourage short-termthinking. Report-driven board meet-ings, with reports received the day ofthe meeting encourage board mem-

bers to focus on monthly results—30 days or less. A “near-sighted”organization is a less stable one.

What are the alternatives?Alternatives to monthly board meet-ings can work when the boardunderstands its role as a policy body,not as micromanagers of day-to-dayoperations. These alternatives alsorequire an informed, competent staffwho are adept at preparing goodsummary reports, distributed inadvance of the meeting—and anexecutive director who is trusted bythe board.

Board members may think thatmonthly meetings are needed to pro-vide adequate time to discuss impor-tant issues. The real challenge is tomake the most of the meeting timeand to make sure they are spendingtime on the “real” work of the board.Require staff to submit reports inadvance of meeting and focus theagenda (developed by the board) on

Rethinking Monthly Board Meetings

Management

. . . . . . . . . . . . . . . . . . . .by Pat Weaver and James Holland. . . . . . . . . . . . . . . . . . . .

Changing the structure of boardmeetings requires:

—written reports provided in advance ofthe meeting;—more emphasis on discussion; and lesslistening to reports;—an orientation to future growth by focus-ing on strategy instead of daily operations;—careful meeting planning with a timedagenda to avoid distractions and dead-enddialogs;—board members who prepare in advanceof the meeting;—a committee structure that allows foradditional attention to special projects.


grateful, but you might also be putout at the invasion of your personalspace. Persons with disabilities tendto feel much the same way abouttheir personal space. So before youjump in and start helping, offer toprovide assistance, and if your offer isaccepted, ask how you can help.

Be sensitive about physicalcontactThis is fairly common sense, and goesright in line with the tip above. Someseniors and people with disabilitiesdepend on their arms for balance.Taking someone by the arm—even ifyour intention is to assist—may pro-voke an angry reaction or actuallyknock the passenger off balance.

Avoid patting anyone on thehead—or other patronizing gestures.If you are assisting adults, the factthat they have disabilities or areseniors does not detract from thefact that they are your equals, andappreciate being treated as such.

Touching wheelchairs, scootersor canes can be a bad idea, too.Many people with disabilities con-sider mobility and other devices partof their body and/or personal space.And of course, do not ever makeunwanted or inappropriate physicalcontact with a passenger.

Respond graciously to requestsWhen a passenger asks for a specialaccommodation during the assis-

Marketing

Not all people function at thesame level—not bus riders,not bus drivers, not even

transit agency managers. Providingsafe, reliable and courteous servicecan be very difficult, given the widerange in social skills and sensitivityin each of these groups. How a tran-sit agency interacts with seniors andpeople with disabilities can be eithera public relations coup or a PR dis-aster. How individual drivers treattheir passengers, especially thosewho are older or have a disability,says a lot about a transit agency tothe public—more than any TV ornewspaper advertisement could.Make sure your agency communi-cates the right message.

While we acknowledge that themajority of bus drivers treat personswith disabilities sensitively andappropriately, there is always roomfor improvement. Sometimes a littlebetter knowledge of disability eti-quette can ease the discomfort of adriver. No one needs to feel awkwardwhen working with a person with adisability; after all, they are just peo-ple like everybody else. But there aresome techniques you can use to showsensitivity and give your passengerswith disabilities a more pleasant rid-ing experience. The following tipsare adapted from an article by Gary

Speidel in the Winter/Spring 2002issue of The RTAP Rap.

Ask before you helpDo not assume that a passengerautomatically needs your help simplybecause he or she is elderly or has adisability. A part of your job as atransit vehicle driver is to be there toassist those who need or want it, butimagine how you would feel if youwere coming out of the grocery storeand someone ran up and took yourgroceries out of your arms to helpcarry them to the car. You might be

Marketing Tip:Treat All Your Passengers With Dignity(It beats slick advertising any day...)

. . . . . . . . . . . . . . . . . . . .by Ira J. Allen. . . . . . . . . . . . . . . . . . . .

Before you take a passenger’sarm to assist her, make sure

she welcomes your help.


tance process or transport, it is usu-ally not intended as a complaint. Itshows that he or she feels comfort-able enough in your vehicle to askfor what s/he needs. If given a posi-tive response, that passenger willprobably use your service again andtell his/her friends about the goodservice you provided.

Remember, customer service isthe best form of advertising. Whilethis may be hard to remember intoday’s glitzy world of high-gloss

magazines and clever Super Bowlcommercials, it holds particularlytrue for industries like transit, wherethe marketing budget for an agencycan often be tracked on a single nap-kin from the diner down the street.

Don’t assume anythingSenior citizens and people with disabilities are the best judges ofwhat they can or cannot do, so thisbears repeating: Do not make deci-sions for them about their need forassistance. Depending on the situa-tion, your actions could be a viola-tion of ADA regulation by denyingor excluding their wishes for inde-pendence because of a presumptionabout their limitations.

Communicate with kindnessAlways speak directly to passengers,rather than to their companions,aides or sign language interpreters.Making small talk with a senior citi-zen or person with a disability is agood idea, and they should be spokento the same way you would speak toanyone else. Avoid being patronizing;watch your tone of voice and bodylanguage in such situations.

Also, respect the privacy of

passengers. If you ask extensivelyabout a disability, people may feelthat you are treating them as a dis-ability rather than as a person.Nobody likes to be treated as any-thing other than a human being.Treat passengers with respect andthey will be more likely to respectyou—and your agency.

Talk directly to people: lookthem in the eye. Try to make your-self eye-level when communicatingwith passengers in wheelchairs

(simply squatting should do thetrick). Identify yourself; give yourname and role as the driver, and letyour passengers know what you aredoing, especially those with visual orhearing disabilities. Be aware of yourand their surroundings in case youneed to point out obstacles. Speakclearly, don’t chew gum and don’tcover your mouth with your hand.Give the passenger your full atten-tion, and do not interrupt or try tofinish his or her sentences.

All of these suggestions comply withcommon sense and basic etiquette.When transporting seniors and per-sons with disabilities, special treat-ment is often neither needed nordesired. Hopefully this article hascommunicated the importance oftreating these riders just like all otherhuman beings—because they are.

Source“Effectively Communicate WithYour Passengers,” The RTAP Rap,Winter/Spring 2002. ▲

Marketing

Treat passengers with respect and they willmore likely respect you—and your agency.

policy monitoring and actionrequired of the board. The boardthen will be able to devote more oftheir meetings to discussion.

A successful move away frommonthly meetings will likely requireseveral changes in the board sched-ule and type of meetings. For exam-ple, an agency can have quarterlyboard meetings supplemented withtask-oriented committee meetings.Written reports from staff and com-mittees can be provided to the boardon a regular basis. Quarterly meet-ings might run longer than monthlymeetings to allow time to focus onpolicy issues and long-range plan-ning. Special annual meetings can beheld to focus on strategic planningand “benchmarking” (setting perfor-mance standards). A board retreatmight be scheduled to accommodatestrategic planning, or this workmight be incorporated within aquarterly meeting.

SummaryReorganized board meetings won’tcreate a good board from an ineffec-tive, uninvolved one. However, set-ting up a structure and a schedule to allow success is the mark of effec-tive leadership. Focusing the board’swork on policy development andmonitoring rather than on manage-ment of transit operations will support board productivity and lead-ership, no matter how often theboard meets.

Source“Time to Work: No More MonthlyBoard Meetings,” by Thomas A.McLaughlin, The NonProfit Times,October 1, 2001. ▲

Rethinking board meetings,continued from page 5


Funny Business humor, internet marketing and your agency

What is your agency doingto promote itself on theInternet? Are you using

flashy graphics, video spots and inno-vative web design features? Or per-haps not; maybe you’re focusing moreon the content of your web site, mak-ing sure it’s complete, accurate andrelevant. Or maybe you haven’t reallygiven too much thought to your web

site, seeing it as an electronicbrochure and little more.

If this is the case, you may bemaking a big mistake. More andmore non-profit agencies are movingthe main thrust of their marketing tothe web, in an effort to reach morepeople for less money. And some ofthose that are most successful aredoing it with humor. Is your agencyready to break some new territory toearn some bigger rewards?

Ha ha...very funny translates tomore customersNick Allen, CEO of Donordigital,a San Francisco company thatdesigns Internet advertising, says

this about humor on the Interet:“It’s something that generates a

buzz that people can send to theirfriends. Things that are humoroustend to get more pass-alongs thanother things.”

This is particularly importantwith web sites, where most traffic isattracted by word of mouth. Chancesare, the number of people referringfriends to transit web sites right nowis pretty small. But transit agenciescan certainly jump on the bandwagonof humorous Internet advertisingthat other nonprofit industries arecurrently riding. Don’t be afraid todesign web sites or web site features

to make people laugh. Because whenthey’re laughing, they’re listening.

For example, People for theEthical Treatment of Animals(PETA) enlisted the aid of power-house advertising agency Saatchi &Saatchi to design an ad for their “Fix Cats” campaign (the ad firmdonated the spot). PETA tried tobuy time on TV, but was thwartedbecause of the raciness of thehumorous ad. [It used cloth catscopulating to help spread the mes-sage about the need to neuterfelines.] PETA then turned to theInternet, where the ad became ahuge success.

Most rural transit agencies aren’t

going to be able to get Saatchi &Saatchi to work for them for free (orat all, most likely), but the idearemains good. Shoot a short, humor-ous video; make it RealPlayer-com-patible and stick it on your web site,and the number of hits you get willprobably increase dramatically.

Another example was an AprilFools Day web site designed byDonordigital for the Drug PolicyAlliance (DPA). The temporary siteused front-page images from popularmagazines and newspapers, replacingthe real print with items like the fol-lowing: “In related news, AttorneyGeneral Ashcroft announced... that‘prayer, pot and patriotism’ areAmerica’s new fundamentals.”

You don’t have to agree with themessage this agency is putting out toappreciate the potency of this type ofsatire as a pull for ‘net surfers. Thisweb site had 25,000 hits on Monday,April 1st—three times the activity ofthe previous Monday. And best ofall, the entire production cost toDPA was only $5,000.

You don’t have to satirize ourelected officials if you don’t want to,but a focus on humor of some sort isalmost becoming a must in today’sadvertising world. It’s simply a mat-ter of translating that to the web.

Could it be that easy?Possibly not, but have you exploredyour options? Do you have any people on your staff or are you rea-sonably creative and funny? If so,you can probably come up with ahumorous way to present an aspectof transit to the web-viewing public.

Should you decide to do this

. . . . . . . . . . . . . . . . . . . .by Ira Allen. . . . . . . . . . . . . . . . . . . .

Marketing

Some web sites have humor that is really “out there.” You don’t have to agree with theirmessage to appreciate the potency of this typeof approach as a pull for Internet surfers.


entirely in-house, it also offers anopportunity to get your whole teaminvolved. Have a contest for driversand office staff to see who can comeup with the best advertising idea.What do they think is the funniestthing about transit? Then shoot avideo or work with a web designer to create something Internet-basedor compatible.

Testing either the idea or adwith a focus group may be a goodidea before you put it on your website. This will help you weed outunfunny or offensive material thatmay have slipped by—after all, we allhave different senses of humor.

Incidentally, it would probablybe best if your web site also containsconcrete and relevant information.The point is lost if people laugh atthe humor but can’t tell who or whatthe site is about.

The balance between humor andobscurity can be delicate, but don’tbe afraid to experiment. The beautyof the Internet is that exploration isreasonably cheap. If you’re making aTV spot, it had better be just-right,considering all the money you’repaying for it and the fact that it’s still going to be on TV in a month,like it or not. If you’re making anInternet video spot and it’s no good,it only takes 15 minutes work to pullit off the web.

So try it out. If you don’t likewhat you come up with, you canalways change your mind. And if youcome up with a winner, you justmight change someone else’s mindabout transit.

Sources“April Fools Gold—Now Playing”The NonProfit Times, July 15, 2002.

“Special Report: Hot Nonprofit WebSites,” The NonProfit Times, June 1,2002. ▲

The transit industry, both ruraland urban, has been slow inusing the Internet to its full

potential. However, there are a fewstandouts. Among these, theCharlotte Area Transit System(CATS) web site is one of the best(www.ridetransit.org). The user hasthe option of going to the VirtualTransit Center (see below), which ismuch like a transit desk one mightsee at an airport, except there is noline—and no rambunctious kids.Clickable signs are set against thebackdrop of a transit employee at ahelp desk, and all of the informationis laid out very neatly. Clicking on a

Marketing

Internet Marketing: Who’s Doing It?sign or banner or newspaper standbrings the user to a new set of infor-mation, well laid-out and complete.

The CATS web site does nothave a good search feature, but thisis a problem common to many websites, even those of for-profit enti-ties. For some reason, a good searchfeature seems hard to implement.

Qualms with the search featureaside, the CATS web site is a greatone, and it is not unique among transit. There are a number of well-designed transit agency sites outthere, although most of them belongto higher-budget urban agencies.Most rural transit agencies are stillusing their web sites as little morethan an electronic brochure, providingsome vital information and without

. . . . . . . . . . . . . . . . . . . .by Ira J. Allen. . . . . . . . . . . . . . . . . . . .

Go to page 13

Below: Each sign at CATS’s Virtual Transit Center is a hot link to more information.


(Questions and answers from theOffice of Civil Rights, FederalTransit Authority)

What is a “common wheelchair?”A “common wheelchair” is a mobili-ty aid belonging to any class of threeor four-wheeled devices, usableindoors, and can be operatedeither manually or powered. Itdoes not exceed 30 inches inwidth and 48 inches inlength measured two inchesabove the ground, and doesnot weigh more than 600pounds when occupied.

Is an electric scooter or other mobilitydevice a common wheelchair?If an electric scooter or other mobili-ty device meets the physical specifi-cations of a common wheelchair,then it must be treated as a commonwheelchair.

May a transit operator require commonwheelchairs be secured to the vehicle?Yes, provided that the transit opera-tor has established such a policy.A transit operator is allowed toestablish a policy that requires allriders to have their common wheel-chairs secured while aboard a transitvehicle. Therefore, the operator maydecline to provide service to a riderwho refuses to allow his or her com-mon wheelchair to be secured, aslong as a policy has been established.Or transit operators may adopt apolicy that allows common wheel-

chairs to ride unsecured. If the riderwishes his or her wheelchair to besecured, however, the operator’s per-sonnel must provide the requestedassistance.

What kinds of securement equipmentmust be provided?All ADA-compliant vehicles must

have a two-part securement system,one to secure the common wheel-chair, and a seat belt and shoulderharness for the wheelchair user.Vehicles over 22 feet in length tohave enough securement locationsand devices to secure two commonwheelchairs, while vehicles 22 feetand under must be able to accommo-date at least one common wheelchair.

May a transit operator deny boarding a rider whose common wheelchair isdifficult to secure?No. If the transit operator has a poli-cy that requires securement, or if arider asks that the wheelchair besecured, transit personnel need to usetheir best efforts to secure anymobility device that meets the regu-

latory definition of a commonwheelchair. Transit operators cannotrefuse to accommodate a commonwheelchair—including a scooter orother specialized mobility device thatcomplies with the ADA regulation’sspecifications—because the wheel-chair cannot be secured to the dri-ver’s satisfaction.

Given the diversity of “common”wheelchairs, transit operators should

consult with the manufacturersof securement devices and

wheelchairs, as well as theowner of the wheelchair,to determine the bestmeans of securement.

Does a wheelchair user have to use the seat belt and

shoulder harness?A transit operator is not per-

mitted to mandate the use bywheelchair users of seat belts andshoulder harnesses, unless the opera-tor mandates the use of these devicesby all passengers, including those sitting in vehicle seats. For example,on fixed route buses, if none of theother passengers are required to wearshoulder belts, a person in a mobilitydevice cannot be be required to doso, either.

Transit operators may establish apolicy that requires a seat belt andshoulder harness to be used by allriders, including those who usewheelchairs as well as those who usevehicle seats, if seat belts and shoul-der harnesses are provided at all seat-ing locations. In some cases, statelaw could require an operator toadopt such a policy.

Not-so-Common Knowledge About theCommon Wheelchair

Safety

. . . . . . . . . . . . . . . . . . . .by Arin Gustafson. . . . . . . . . . . . . . . . . . . .


Safety

What kind of services must transit personnel provide?Because safe and nondiscriminatorytransportation is the responsibility ofthe transit operator, transit operatorsare required to train their personnelto properly assist and treat individu-als with disabilities with sensitivity,and to operate vehicle and equipmentsafely. This includes training person-nel to use the accessibility equipmentand to accommodate the differenttypes of common wheelchairs.

Attendant-type services (e.g.,personal baggage or suitcases) arenot required, but assistance withboarding and disembarking, includ-ing pushing a manual wheelchair upa particularly steep ramp, is required.

What if the accessibility equipment ismissing or not working?Public transit operators are requiredto establish a schedule or system toensure regular and frequent mainte-nance checks and to take a vehicleout of service to repair or replace anybroken or missing equipment beforereturning the vehicle to service. Insome instances, an operator mustprovide alternative accessible trans-portation if the accessibility equip-ment is not present or not working.

Does a common wheelchair need brakesin order to use public transit?No, the definition of a commonwheelchair does not include thisrequirement. A transit operator maynot deny transportation to a wheel-chair user because the wheelchairdoes not have brakes or the user doesnot choose to set the brakes.

Can an operator refuse to carry a personwith a disability, especially a personusing an electric scooter that meets thedefinition of a “common wheelchair,”because of higher insurance rates or liability concerns?No. Transit operators are prohibited

from denying service to an individualwith a disability because its insur-ance company conditions coverage orrates on the absence of individualswith disabilities or persons who usecommon wheelchairs.

Can a transit operator require a personto transfer from a wheelchair to a vehi-cle seat?No. Persons who use wheelchairs areallowed to transfer to a vehicle seat,however it is the rider’s decision andthe transit operator cannot force arider to transfer to a vehicle seat. ▲

Driver Tips for Resolving Conflicts. . . by Jamie Hashagen . . . . . . . . . .

While interpersonal conflictmay seem inevitable inthe daily lives of most

individuals, a way to avoid thisunwanted stress does exist.Preventing the problem before itstarts will make all involved partieshappier and more productive.

Prevention as the key to conflictresolution was the message presentedby Jennifer Schubert and MelissaSoules at the TransActionConference. In the General ConflictResolution workshop, sponsored byRTAP, Schubert and Soules providedthose in attendance with a variety of

tips for avoiding conflict.Schubert and Soules felt that the

most important aspect of preventingconflicts and often the most easily

If a conflict arises on the vehicle, remember . . .—stay calm—keep safety in mind—shut the vehicle off and pull over, if possible—keep talking—acknowledge the passenger’s feelings—stay on the passenger’s eye level—don’t compare the passenger’s behavior to someone else’s—keep your hands visible—if need be, create a distraction, i.e. clap hands, beep horn, turn up music—praise passenger as s/he begins to calm down—follow emergency precautions as deemed appropriate by your company

Remember to follow through after a conflict by . . .—repairing the relationship—reporting the conflict to your supervisor—reporting the conflict to the passenger’s caregiver

Go to page 14


Computers

Tracking your passenger,employee, and volunteerinformation no longer means

having to maintain multi-ple computer files or keep-ing reams of paper.Desktop database softwareprovides another option.

Database software allowsyou to take a collection ofdata and organize it for yourspecific purposes. Instead ofreferring to multiple files youcan access all of your infor-mation through one screen.You may already have data-base software on your com-puter in the form of MicrosoftAccessTM, Lotus ApproachTM,Claris FileMaker ProTM, andeven Microsoft ExcelTM.

Benefits of databasesoftwareDatabase software can helpyou reduce staff trainingtime and hours worked,save physical space, quickensearching, sorting, and reorga-nization of data. Information is moretransportable and easily shared with-in your office, and it is easier to backup and protect your informationfrom fire, theft, and loss. Databasesoftware allows you to easily andquickly sort through your client listbased on address information, lastinteraction, and in the case of transitproviders, destinations. Automatingtasks also helps to keep your organi-zation going when employees are sickor you experience turnover.

Disadvantages and risksSome drawbacks do exist.Depending on the system you

choose or need, the initialcosts may be high orbeyond what your orga-nization can afford. Youwill also need to devote

a significant amountof time to settingup your databaseand training your

staff to use it. If youroffice has significantlymore staff than comput-ers, some of your staffmay have difficultyaccessing informationstored on a computerbeing used by someoneelse. Even if you currently

lack the resources toimplement database

software, it may be agoal you’ll want to work

toward.

How to get startedThe first step toward

implementing your database isto create a technology plan (orupdate your existing one). Thismeans determining how you want touse technology in your office. Youmay want to talk to individuals fromother organizations to determine howthey are using technology. They mayhave some excellent recommenda-tions you or your staff has notthought of.

Once you have decided how youwant to use technology, you need to

create strategies for implementingyour technology plan. If you decidethat a database should be part ofyour plan, you need to decide whatyour database will be used for. Lookaround your office and make a list ofthe information you currently track-and how you track it. Virtually any-thing you track on paper or on mul-tiple computer files can be tracked ina single database. You should alsothink about tasks that you would liketo automate. You may be surprisedby what software can do for you.

Programs are available to transitagencies that use databases to trackclient, schedule, fleet, and driverinformation and then generate routeand schedule information for transitdrivers. Allowing a computer to gen-erate routes for you can often resultin a fuel savings and better utilizationof your fleet and employees. Onceyou have decided what informationyou would like to track and whattasks you would like to automate, youwill be able to determine what typeof database software to use.

A simple systemIf your needs are basic or moderatei.e., you want to store passengerinformation, fleet information,employee records, financial informa-tion, and perform simple calcula-tions-you will probably be able to useone of the database applications thattypically come installed on comput-ers. These applications provide youwith the tools to develop and managea database, but you will have to createthe database yourself. As budgets are

Miles of Files? database software can help

. . . . . . . . . . . . . . . . . . . .by Matthew Kaufman. . . . . . . . . . . . . . . . . . . .


often tight, creating your own data-base may also be the only financiallyplausible option. This means that youmust have at least a basic knowledgeof the software you are going to use.

Obtaining this knowledge maybe easier than you think. A simplesearch on the Internet can provideyou with a great deal of information.Also check with your local communi-ty center, college, or university to seeif classes are offered. (The Unvirsityof Kansas offers Microsoft Accessclasses that members of the commu-nity can take for $75.) Don’t forget toask your friends, colleagues, or volun-teers. Some of them may be experts.

A more complex systemIf your database needs are more com-plex and you would like to automatetasks, you may need custom-made orbusiness-specific software. While thisusually means spending more money,it doesn’t have to. It is possible thatan organization similar to yours mayhave already developed its own data-base and is willing to provide youwith the software for free.

Custom database software is also

available for free through theInternet. Or you can buy it directlyfrom a software developer. Thisoption can be expensive, so it is agood idea to speak with other non-profits to see what they use beforemaking a decision.

If you decide to buy software, besure to request a test copy of thesoftware before committing to a pur-chase, and ask the software developerfor a list of references.

Web site considerationsIf you want to make your databaseinformation available to the publicthrough a web site, your softwareoptions are limited. The most com-mon database programs that providea web interface are MySQL andmSQL [SQL stands for “structuredquery language”]. While MySQL ismore advanced, mSQL can be down-loaded for free by noncommercialusers and educational institutions.

Provide staff trainingOnce you have your database soft-ware you will need to ensure yourstaff uses it. Remember that some

people in your office may not beopen to change, may dislike comput-ers, or be opposed to change anddislike computers. Work with them.Find out what they need and makesure the changes you make addresstheir needs. Let your employeesknow how the new database willmake their job easier or more effi-cient, and make sure that they haveenough technical support to feelcomfortable using the software.

For more informationIf you decide that database softwaremay help your organization, theInternet can be an excellent nextresource for information on thistopic. Use your favorite searchengine to look for information on“database software” or “non-profitdatabase software.” Both optionsshould provide you with a wealth ofinformation to help get you going.

SourcesMySQL & mSQL, by Randy JayYarger, George Reese, Tim King,published by O’Reily, July 1999;

“Database,” by Coyote Communi-cations, coyotecom.com, June 17, 2001;

“Microsoft Fundamentals,”http://databases.about.com, October 4,2001. ▲

Computers

Software for Rural Transit Operators

Some software programs combine databasescapable of tracking client, billing, fleet,

schedule, driver, and trip information—and canautomatically produce routes and schedules

based on client needs. These programs, such as the two listed below, canreduce your fuel costs, miles driven, and work force needs.

● Automated Business Solutions offers software ranging in pricefrom $7,000 to $18,000, depending on whether you purchase the auto-matic scheduling and routing portion of the package and what type ofsetup, support, and configuration you choose. For more information call(610) 565-2800 or visit www.abs-pa.com to download a free demo.

● EnGraph offers a database program starting at $2,500. The basicprogram, licensed for a single user, provides a database for tracking clientand fleet information. A version offering automatic scheduling and rout-ing costs $20,000. For more information call (785) 865-1436 or visitwww.engraph.com.

a lot of frills, and often, sadly, alsowithout a great deal of content.While very understandable, giventhe modest marketing budgets withwhich most rural transit agencies areworking, this limited usage of theInternet is truly a pity, because evenrural transit agencies could be gettingso much more. ▲

Internet marketing,continued from page 9


Calendar

2002 Kansas RTAP DriverTraining WorkshopsGreat Bend—10/8Salina—10/9Hays—10/10Dodge City—10/15Wichita—10/16Emporia—10/17Topeka—10/22Manhattan—10/23Pittsburg—10/24Olathe—11/6Contact: Rose Lichtenberg,Kansas Rural TransitAssistance ProgramPhone: 785-864-2594Fax: 785-864-3199Email: [email protected]:www.ksrtap.kutc.ku.edu

October 27-20, 200215th National Conference onRural Public and Intercity BusTransportationHuron, OHContact: TransportationResearch BoardPhone: 202-334-2934Fax: 202-334-2003Email: [email protected]: www.ruraltransporta-tionconference.org

November 17-19, 2002Kansas Association ofCounties Annual ConferenceWichita, KSContact: KACphone: 785-272-2585fax:785-272-3585 Email: [email protected]

November 20-21, 20022002 Kansas TransitManagers WorkshopSalina, KSContact: Rose Lichtenberg,Kansas Rural TransitAssistance ProgramPhone: 785-864-2594Fax: 785-864-3199Email: [email protected]:www.ksrtap.kutc.ku.edu

January 12-16, 2002TRB 82nd Annual MeetingWashington, D.C.Contact: TransportationResearch BoardPhone: 202-334-2934Fax: 202-334-2003Email: [email protected]

Rural Transit Conferences and Workshops

Editor’s Note: To include meet-ings or workshops in our calen-dar, send information toKansas Trans Reporter, KUTC,1530 W. 15th St., Room 2011,Lawrence, KS 66045.E:mail: [email protected]

Tips on resolving conflict,from page 11

overlooked, involves forming a rela-tionship with the passengers. Payattention to the little details, likeseating the passengers next to theirfriends, telling them about anychanges in their daily routine andmaintaining open lines of communi-cation with the passenger’s care-givers. This will let passengers knowtheir well-being is important.

Open lines of communicationbetween the driver and the passengerfrom the inception of the relationshipwill also help to avoid any possiblemisunderstandings in the future.Schubert and Soules stressed that notonly is verbal communication impor-tant, but also body language. Bodylanguage can send signals to the pas-sengers, and sometimes those signalsmay be unintentionally sending thewrong message. The driver’s behavior

can be key in avoiding conflicts.Drivers should always remain

professional. This includes not usingjargon, avoiding sarcastic tones andavoiding the use of commands.

Even though all of these preven-tive measures may be followed faith-fully, Schubert and Soules said thatdrivers should still always be pre-pared for conflicts. If a conflict doesarise on the vehicle, there are things adriver can do to minimize its effects.

The most important thing a dri-ver can do is stay calm and keep safe-ty in mind. If the passengers see thatthe driver is remaining calm, they aremore likely to remain calm. To main-tain a relaxed and calm environment,drivers should keep talking to theirpassengers, acknowledge their pas-senger’s feelings and try to stay attheir passenger’s eye level. All of

these techniques will help to calmthe passengers and assure them thateverything will be okay.

Drivers play an important role inthe lives of their passengers. Whileall of these tips may seem like morework, there are also a lot of benefits.By putting forth a little extra efforteach day, drivers will feel an increasedsense of self-satisfaction in their job.In the long-term, their job will beeasier and their level of personal safe-ty will increase. Also important, dri-vers will get to know more peopleand have the opportunity to leave alasting impression on their lives.

Reprinted with permission from TheRTAP Rap, a newsletter of The NewJersey RTAP Rural AssistancePublication, Summer/Fall 2000. ▲


Resources

Publications Videotapes

Resources Order Form

THESE RESOURCES are distributed free of charge, unless noted otherwise, as a service ofthe Kansas Rural Transportation Assistance Program. Please use the order form onthis page to order the publications and videos described here. Videos are available fortwo-week loans; please request no more than two videos at a time.

❏ Questions and Answers Concerning CommonWheelchairs and Public Transit. (3 pages) FTAADA Information, Volume 1, FTA Office of CivilRights. Provides definitions and requirements fortransporting wheelchairs, scooters and otherassistive devices.

❏ Building Mobility Partnerships for People withDisabilities: Opportunities for Federal Fundingand Promising Practices. (28 pages) ProjectAction, June, 2002. Also available online atwww.projectaction.org/fundguide/final_guide.pdf.This resource is based on CTAA’s funding guide,“Building Mobility Partnerships: Opportunities forFederal Funding.” It offers supplementary infor-mation gathered by Easter Seals Project ACTIONabout programs that specifically target increasedmobility for people with disabilities and seniors.

❏ Introduction to Preventive Maintenance: AnInvestment that Pays Off. This video and workbookare designed to help all levels of a transit agencyrealize that each staff member has a part in preven-tive maintenance; not just mechanics. Interdepen-dency is emphasized through the eyes of a sprightlywizard who introduces viewers to “The Ten GoldenRules of Preventive Maintenance.” The workbook contains information and training exercises orga-nized around the “Golden Rules.” Special features of the workbook are numerous checklists, a sectionon contracting maintenance services out, and a section describing available software programs,including “freeware.” FTA RTAP National TransitResource Center, 2002.

Where to Send Order FormFax your completed order form to 785/864-3199 or send it by mail to:

Lending Library Request/TransitKUTC1530 W. 15th Street, Room 2011Lawrence, Kansas 66045-7609

Name Title

Agency Phone

Street Address Email Address

City State Zip + 4 Date Materials Needed

The Kansas Trans Reporter is an educational publication published quarterly by the Kansas University TransportationCenter. The newsletter is distributed free to rural and specialized transit providers and others with an interest in rural andspecialized service.

The Kansas Trans Reporter is co-sponsored by the Federal Transit Administration under its Rural TransportationAssistance Program (RTAP) and the Kansas Department of Transportation. The purposes of the program are to: 1) educatetransit operators about the latest technologies in rural and specialized transit; 2) encourage their translation into practical application; and 3) to share information among operators.

October 2002, Volume 15, number 4. Copyright Kansas University Transportation Center. All rights reserved.Reproduction of material appearing in the Kansas Trans Reporter requires written permission.

For a free subscription to the Kansas Trans Reporter or to contact one of our faculty or staff,call toll-free 800/248-0350 (in Kansas) or 785/864-2595 (outside Kansas). Send correspon-dence to Kansas Trans Reporter, Kansas University Transportation Center, 1530 W. 15thStreet, Room 2011, Lawrence, KS 66045. Send e-mail messages to Patricia Weaver [email protected] or Lisa Harris at [email protected]. Visit our web site at www.kutc.ku.edu

Send us the inside form with your corrected address, or fax your changes to 785/864-3199.

In addition to publishing the Kansas Trans Reporter, the Kansas RTAP program offers a variety of other educational services. Following is a partial list of these services:● Publication dissemination ● Program planning assistance● Technical assistance ● Video lending library● Telephone consultation ● Computer database searches ● Training development ● Referral services ● Web site ● E-mail discussion group

Assistance can be obtained by contacting a Kansas Trans Reporter staff person at the numbers or address above.

Project Director . . . . . . . . . . . . . . . . . . . . . . . . . . . .Pat WeaverEditor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Lisa HarrisEditorial Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . Ira AllenStudent Writers . . . . . . . . . . . . . . . . Ira Allen, Arin Gustafson, . . . . . . . . . . . . . . . . . . . . . . Matthew Kaufman, James Holland

Co-sponsored by the Kansas DOT and the Federal Transit Administration

University of KansasTransportation CenterKansas Trans Reporter1530 W. 15th Street, Room 2011Lawrence, KS 66045-7609

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