WPC$ Vp'SU Tg cTt2JXBQM1 J\W~R1EL{g>P)>ۅe}&-TIoy4 ዲǨBAjErI8o(T{$=e%’qd6kH;QZsnj7Y >+UKOm UAZm"#PI@_/x!7ФP3 ;wwߵ;>obx#,<:9$#K$[%{0jn 4H(_E-E絈[̰ z+kXpIuգpzى=sMChQeԨK!a2Ô=U7w1 -{zLJU ^0?QO_NiV5Ǣ =~cbGJ/F{&qVf}y\]#r U.; %i 0o 00#^ w4N  m U2" 1uT 72 1 0> 0 1| 0c 0Nf 0w 0+U2 0: 0~> 0 0F 0 0Ea 0c 0> 0D- 1wq 72& 1@@@@@@@@@@@@@@@@@@@@@@@@@@ 06 1 0r 1 1!! 1""""""" B*"""""""""""""""""""""""""""""""""""""""""""""""""""""" 1""""" 1>#># 1# 03{L$\\IPP\berlin-ndps0<6X9`+CourierX(\M$?G ==?&%=?G   CEUS.,0.Normal  t'XÈXXX&%XXÈ   _*m* OX*A") xdEF0xA G @JJ(  1  ڀ    DECISIONNO. * A") xxdE0xA/n~7 c6sn$ 8  3|xU): ZCG Times 3#37=CIQYag1.a.i.(1)(a)(i)1)a)i) Ladner ATL CUPE ATUtimeframeTerranceTranspoiTransposfuncitonal05cCEKQW]cioAutoList11.1)1.1.1.1.1.1.64 '4Heading 1XXX        (x3”$ M!X0XXX&%XX0  CEUS.,  8>=?CIOW_gmPARA#s1a.i.(1)(a)(i)1)a))(;3$2#  0  .3  0  (O$(O;$0  2#  a  .3  0` (#(#6: *4Heading 2XXX        )-  ZCG Times 42Emphasis6$$ 4Body TextXXX    (b$0  0` (#(#2#   .3  0 ` (#` (#(xir$0  0` (#(#0 ` (#` (#2#(  0  )3  0 (# (#($0  0` (#(#0 ` (#` (#0 (# (#2#(  a  )3  0h(#(#(F$0  0` (#(#0 ` (#` (#0 (# (#0h(#(#2#(   )3  0h(#h(#($0  0` (#(#0 ` (#` (#0 (# (#0h(#(#0h(#h(#2#  0  )3  0(#(#({$0  0` (#(#0 ` (#` (#0 (# (#0h(#(#0h(#h(#0(#(#2#  a  )3  0p(#(#(F$0  0` (#(#0 ` (#` (#0 (# (#0h(#(#0h(#h(#0(#(#0p(#(#2#     )3  0p(#p(#  !#$x3OSW[_cgkListe point)e&% $G(ZEGMSY_ekqAutoList13a)a)a)a)a)a)a)a)0.Strong  !#$xGaeimquy}Bullet ListBullets List(J$&w%%&w&w%%&w  (:EGMSY_ekqAutoList39a)a)a)a)a)a)a)a)(EGMSY_ekqAutoList40a)a)a)a)a)a)a)a)(EGMSY_ekqAutoList41a)a)a)a)a)a)a)a)&0 d d(EGMSY_ekqAutoList521.1.1.1.1.1.1.1. !#$hyEGKOSW[_cAutoList5422222222)1)a) !#$hEGKOSW[_cAutoList5522222222)1)a)2IQn0Paranos X [2  0  .3  ]0  M!XÈXXX&%XXÈ  CEUS.,  _G  7G)EA") xdE60xA 7 *X" X*  @DECISIONNO._610ATA2007_Ԉ  A") xxdEo 0xA   8 m 8*mk!mk!INTHEMATTEROFDecisionNo.200ATMV2007datedApril25,2007 9  TerranceJ.GreenvsOCTranspo. ** 7(#FileNo.U3570/06-41     BACKGROUND  H   (>83"Qn"  Qn X [2>  1  3  ]0    InitsDecisionNo.200ATMV2007datedApril25,2007(hereinaftertheDecision),theCanadian K  TransportationAgency(hereinaftertheAgency)madeadeterminationwithrespecttoanapplicationfiled ) byTerranceJ.GreenregardingwhetherOCTranspooperatorsfailedtoapplyOCTranspospoliciesand  proceduresconcerningthecallingoutofmajororrequestedstops.Qn݌(#(# Ќ  "Qn"  Qno X [2>  2  3  ]0    TheAgencyfoundthatOCTranspooperatorsfailedtoapplyOCTranspospoliciesandprocedures Z concerningcallingoutmajorstopsoranyotherstoprequestedbyapassenger,includingthoserequested 8 byMr.GreenonNovember16and23,2006,andthatthisconstitutedanundueobstacletoMr.Greens ] mobilityaswellasanundueobstacletothemobilityofotherpersonswhorequirethatastopbecalled ; becauseoftheirdisability.Qno݌(#(# Ќ  "Qn"  QnN  X [2>  3  3  ]0    TheAgencyprovidedOCTranspowiththeopportunity,bywayofadirectiontoshowcause,toprovide  reasonswhyOCTransposhouldnotberequiredtoimplementthefollowingcorrectivemeasureswithin l ninety(90)daysfromthedateofanyfinaldecisionbytheAgency:QnN { ݌J(#(# Ќ  8 m Toensuretheconsistentapplicationofitspolicy: Mmk!mk! 8 m 0*mk!mk!ModifyitsTransitOperationHandbooktoclearlystatethatmajorandrequestedstops  ! mustalwaysbecalledout.!*k!*k! 8 m 0*mk!mk!Incorporateintoitstrainingprogramthesituationthatdevelopedwithrespecttothe #\ ! difficultiesexperiencedbyMr.Green,withoutnaminghim.Inparticular,thetraining $:!" shouldemphasizethatforpassengerswithavisualimpairment,majorstopsandthose _%"# requestedmustbecalledout.=&"$*k!*k! 8 m 0*mk!mk!MonitorcompliancewithOCTranspospolicyofoperatorscallingoutmajorstopsand '$& thoserequestedbypassengerswithvisualimpairmentsthroughtheuseofinspectorsor (%' otherpersonsonboardOCTranspobusesandfollow-uponreportsofinfractionswith )n&( theoperators.*L')*k!*k! 8 m Toensurethatannouncementsareclearlyheard: O,)+mk!mk! 8 m 0*mk!mk!Modifyitspolicytorequirethatitsoperatorsconsistentlyuse,whereavailable,apublic  .*- addresssystemtoannouncemajorand/orrequestedstops.#.+.*k!*k! #)E )$G )  _8 m 0*mk!mk!EnsurethatitsGlobalPositioningSystem(GPS)isalwaysactivatedonceinstalledon H OCTranspobusesandthatitcorrectlyannouncesmajorstops,incombinationwith & operatororGPSannouncementsofrequestedstops.*k!*k! 8 m 0*mk!mk!Modifyitspolicytospecificallysetoutthealternativemeanstoensurethatoperator  x announcementsareclearlyheardbythepersonincaseswhereapublicaddresssystem  V (PAsystem)orGPSisnotused.| 4*k!*k! "Qn"  Qn X [2>  4  3  ]0    TheAgencyalsoadvisedthatuponreceiptoftherequiredinformationpursuanttotheabove-noted 8  direction,theAgencywouldassesstheinformationandfinalizeitscorrectivemeasures.Qn݌ (#(# Ќ  "Qn"  Qnr X [2>  5  3  ]0    OCTranspofileditsresponsesonJuly25,September13,18and27,2007.Qnr݌ (#(# Ќ  RESPONSETOTHESHOWCAUSE  F   OCTranspossubmissionofJuly25,2007  J  DirectivesfromtheCityofOttawaCouncil  "Qn"  QnQ X [2>  6  3  ]0    OCTranspoadvisesinitsJuly25,2007submissionthattheCityofOttawaCouncilissuedthefollowing z directivestoOCTranspoonJuly11,2007inresponsetotheDecision.OCTransposubmitsthatthese X directivesinlargepartmirrororexceedtheproposedcorrectivemeasuresoftheDecision:QnQ~݌~6(#(# Ќ  8 m 0*mk!mk!Implementinterimmeasuresinthenatureoftraining,improvedlowtechsolutions(e.g. : headsets),communicationsandmonitoringtoachieveahighlevelofcompliancein  callingoutmajororrequestedstops.*k!*k! 8 m 0*mk!mk!Improvecompliancewithprocedurestorecoverfromanyerrorsthatoccurinproviding j informationtopersonswithdisabilitiesonaspecificstop.H*k!*k! 8 m 0*mk!mk!Reviewandimprovecustomerrelationscentretrainingrequirementsincommunicating L  withallcustomers,particularlycustomerswithdisabilities.*!*k!*k! 8 m 0*mk!mk!Amendstafftrainingtoclarifythat:"!*k!*k! 8 m 0*mk!mk!(i)0 *k!*k!policiesregardinglocationannouncements,specificallyrequestedandotherwise, $Z# areaseriousmatteraswellasamatterofpublicsafety;%8$ k! k!  8 m 0*mk!mk!(ii)0 *k!*k!disciplinaryactioncanbeexpectedifthepolicyisnotfollowed.<' & k! k!    OCTransposproposedmeasures H "Qn"  Qn X [2>  7  3  ]0    OCTranspoalsosubmitsthatinresponsetotheabovenoteddirectives,andinaccordancewiththe  proposedcorrectivemeasuresintheDecision:Qn݌(#(# Ќ  8 m 0*mk!mk!  OCTranspowillimmediatelyundertakeacommunicationprogramwithoperationsstaff  V toensurethatitisclearlyunderstoodthatcustomerswhoasktobeadvisedwhenthey | 4 reachtheirstopmustalwaysbeaccommodatedand,intheeventofanerror,therules Z  andproceduresthatmustbefollowedtoensurethesafetyofthecustomer. 8  OCTransposAccessibilitySpecialistwillworkwiththeAccessibleAdvisory   Committeeandrepresentativesofthedisabledcommunitytoensurethattheyareaware   oftheseprocedures. *k!*k! 8 m 0*mk!mk!OCTranspowillmoverapidlytoensurethatthecompliancewiththeongoingbusstop F  announcementpolicyissignificantlyimproved.Thiswillbedonethroughtraining, l$  ensuringthattheergonomicsofthepublicaddresssystemareimproved,aninternal J  communicationsprogramandtheimplementationofamonitoringprogram.( *k!*k! 8 m 0*mk!mk!Anewoperatorhandbookisclosetocompletionandwillincludecleardirectiononthe  requirementtocalloutmajorstopsandtheconsequencesofnotfollowingthispolicy. z Itis[ OCTranspos] intentiontorunatrainingprogramintheFall[ sic] tointroducethe X newhandbook,toreceiveformalacknowledgementbybusoperatorsofitscontentand ~6 toensurethatbusoperatorsfullyunderstandtheimportanceofcallingoutstops.This \ trainingprogramwillbesupportedbyaninternalcommunicationsprogram(posters, : etc.)andamonitoringandcomplianceprogram.*k!*k! "Qn"  Qn' X [2>  8  3  ]0    OCTranspostatesthatitwillalsobeincorporatinganautomatedstopannouncementsysteminthe2008  CapitalBudgetforCityofOttawaCouncilapproval.Qn''݌j(#(# Ќ  "Qn"  QnJ) X [2>  9  3  ]0    OCTranspoexplainsthatitalreadyhasaGPSonitsfleet,aswellasclearpoliciesthatrequireGPS n& equipmenttobeonandactivated.QnJ)w)݌L (#(# Ќ  AdditionalOCTranspossubmissionsofSeptember13,18and27,2007  "  "Qn "  Qn+ X [2>  10  3  ]0    OnSeptember13,2007,OCTranspofiledits StopAnnouncementsPlanOverviewwhichsetsout:Qn+K+݌#|"(#(# Ќ  8 m Goals: 0 mk!mk!0" k! k!Toensurepassengersarealertedtoarrivalatrequestedstops,andtoclarify %8$ recoveryproceduresshouldmistakesarise,whetheronboardorabandoned ^& % onstreet;and,<' &" k!" k! 8 m 0*mk!mk!0 *k!*k!0" k! k!Tosignificantlyimprovetheconsistencyofmandatorycallingofmajorstops ("(  byallOperators.)#)" k!" k!    8 m Objectives: Hmk!mk! 8 m 1.0*mk!mk!Immediatesteps:*k!*k! 8 m 0*mk!mk!i)0 *k!*k!ToensurethatOperatorsprovidepassengerswithinformationandconfirm  x specificallyrequestedstops V k! k! 8 m 0*mk!mk!ii)0 *k!*k!ClarifyrecoveryproceduresincaseofmistakesonboardandatstopsZ  k! k!   8 m 2.0*mk!mk!PASystemandmicrophones: *k!*k! 8 m 0*mk!mk!i)0 *k!*k!WorkwithFleettoensurethatthePAsystemsarefunctioningthoroughlyandas   wellaspossibleh  k! k! 8 m 0*mk!mk!ii)0 *k!*k!ThroughTechServicestofindalternate/optionalmeansforoperatorswhohave l$  ergonomicorpersonalchallengesusingtheexistingmicrophones(e.g.headsets J  orcliponmicrophones).(  k! k! 8 m 3.0*mk!mk!OperationsHandbook:Thetextonstopannouncementsneedstobeclearandemphatic  thatstopannouncementsaremandatory.Directionforrecoveryprocedurestobe z included.X*k!*k! 8 m 4.0*mk!mk!TrainingProgram:TobedevelopedinconjunctionwiththereleaseoftheOperations \ Handbook,whichisplannedforSeptember.ScheduleOperatortrainingin : October/November.*k!*k! 8 m 5.0*mk!mk!Monitoringandcompliance:Aplanforsystematiccompliancemonitoringhasbeen  developed.Theinformationobtainedthroughthis,alongwithfeedbackfromregular j usersthroughCustomerRelations,willbeusedwithinacentralizedreportingsystem H whichwillquantifycompliance.Progressivedisciplinewillbeappliedasfailuresare n& detected.DiscussionswithCUPE5500&ATU279executive(s)willbemadeforthese L  plans.*!*k!*k! 8 m 6.0*mk!mk!RouteDescriptions:willbereviewedandthestopstobeannouncedareplainlydisplayed "! atthetopofthedocument.ThenewformatwillbeavailablefortheSeptemberbooking. #|" Considerstickersforthedocketstodrawattentiontothenewformat.$Z#*k!*k! 8 m 7.0*mk!mk!Communicationsplan:willbedevelopedwhentheoperationalplanismoreconcrete. ^& % Bulletinwillbepostedimmediatelytosignalthestartoftheprogram.<' &*k!*k! "Qn "  Qn9 X [2>  11  3  ]0    OCTranspoconfirmsinitsSeptember18,2007submissionthatOCTranspostrainingprogramwillbe ("( amendedtodescribethedifficultiesexperiencedbyMr.Green,withoutnaminghim,andemphasizethat )#) forpassengerswithavisualimpairment,majorstopsandthoserequestedmustbecalledout.OCTranspo *l$* alsoconfirmsthattherequirementforthecallingofstopsonOCTranspobuseswillalwaysincludemajor +J%+  andrequestedstops.Qn99݌p,(&,(#(# Ќ     "Qn "  Qn< X [2>  12  3  ]0    Further,OCTranspopointsoutinaSeptember27,2007filingthatallOCTranspobusesareequipped H withaPAsystemandoperatorsarerequiredtocalloutstopsthroughthePAsystemorthroughtheuse & ofaloudvoicewhenthesystemisnotfunctional.OCTranspostatesthatitisalsoconsideringasan  extensionofthePAsystem,theuseofheadsetsorcliponmicrophonesasameansofaccommodating  thoseoperatorswhocannotutilizethecurrentPAsystemforergonomicorhygienicreasons(assetoutin  x its StopAnnouncementsPlanOverview).OCTranspoprovidesthefollowingfromitsrevisedOperator  V Handbookconcerningthecallingoutofstops:Qn<<݌| 4(#(# Ќ    8 m Operatorsmustmakeclear,audibleannouncements,usingtheonboardPAsystem,ofstops 8  identifiedinthedocket.ShouldthePAsystemmalfunctionorisnotinworkingorder,the   Operatorisstillobligatedtocalloutstops.Ifyourvehicleisnotconfiguredwithan   appropriatelypositionedmicrophone,thesafeoperationofyourvehiclemustbemaintained   whilemakingannouncements.Everyeffortshouldbemadetomaketheannouncements h  15-20secondsbeforearrivingatthestop,therebyprovidingpassengerstimetopreparetoexit.F mk!mk!  ANALYSISANDFINDINGS  J  "Qn "  QniC X [2>  13  3  ]0    TheAgencyhascarefullyconsideredtheinformationprovidedbyOCTranspoinresponsetothedirection  toshowcause.TheAgencynotesthatOCTranspodidnotobjecttoimplementingtheproposedcorrective  measures.QniCC݌z(#(# Ќ  "Qn "  Qn@E X [2>  14  3  ]0    OnthebasisthatOCTranspowillimplementwithinareasonabletimeframetheplandevelopedforthe ~6 monitoringandthecomplianceofcallingoutmajorandrequestedstops,theAgencyissatisfiedthat \ OCTranspohasaddressedthecorrectivemeasurestoensuretheconsistentapplicationofitspolicy.Qn@EmE݌:(#(# Ќ  "Qn"  QnmG X [2>  15  3  ]0    TheAgencyisalsosatisfiedthatOCTranspohasadequatelyaddressedthecorrectivemeasurestoensure  thatannouncementsofstopswillbeclearlyheard.QnmGG݌(#(# Ќ  "Qn"  QnH X [2>  16  3  ]0    Accordingly,nofurtheractionisnecessary. QnHI݌H(#(# Ќ   (#38S@򀀀 ("( @'Member )#) @򀀀 ,.'. @'Member