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Agenda and Minutes, November 10, 2016

Accessibility Advisory Committee (AAC)

One Gateway Plaza
3rd Floor – Gateway Conference Room

CALL TO ORDER: Self-Introductions/Housekeeping Items
10:30 – 10:35 am
Ellen Blackman, Chair

ACTION: Approval of October 13, 2016 Meeting Minutes
10:35 – 10:40 am
Ellen Blackman, Chair

INFORMATION: AAC Role and Procedures
10:40 – 10:45 am
Ellen Blackman, Chair

ACTION: FTA Section 5310 Working Group Recommendation Funding Allocation Process
10:45 – 11:00 am
Jami Carrington, Metro

INFORMATION: Division 2 Presentation
11:00 – 11:25 am
Karla Aleman, Metro

INFORMATION:  Reserved Seating on Bus and Rail
11:25 – 11:35 am
Jess Segovia, Metro

INFORMATION: Mystery Rider Program
11:35 – 11:50 am
Paula Guevara, Metro

NEW BUSINESS: Raised Subsequent to the Posting of the Agenda
11:50 – 12:00 pm
Ellen Blackman, Chair

12:00 – 12:30 pm
Ellen Blackman, Chair
(2 minutes per speaker)

12:30 pm
Ellen Blackman, Chair


Meeting Minutes for October 13, 2016

Members in Attendance:

Blanca Angulo
Ellen Blackman
Frank Chavez
Jeremy Congden
Kevin Dixon
Victor Dominquez
Karen Esquival-Mayes
Daniel Garcia
Linda Keeney
Sherril Martin
John Mavis
Mark Panitz
Jared Rimer
Cynde Soto
Edward Williams


Artemio Ambrosio
Christine Leahy
Elizabeth Lyons
Ben Rockwell
Tonni Yee-Hemphill


Mary Helen Cruz
Angela Nwokike

1. Call To Order

Ellen Blackman, AAC Chair, called the meeting to order at 10:35 am.

2. Action: Approval of September 8, 2016 minutes

Jeremy Congdon requested that the September 8, 2016, minutes be corrected to reflect his excused absence. Kevin Dixon motioned to approve the minutes, as corrected, and Mark Panitz seconded the motion. The minutes were unanimously approved.

3. Information: Accessibility Videos.

Yvonne Price, Accessibility Program Manager, presented two videos to the committee that address issues pertinent to Metro customers who have disabilities. The videos are available in English and Spanish at

4. Information: Division 1 Presentation

Cindy Karpman, Director of Transportation at Division 1, introduced herself and gave a brief history of her division.
Ms. Karpman highlighted the bus lines that currently operate out of Division 1.  She also shared several accessibility-related challenges that Bus Operators face; including inaccessible bus stops, misuse of PCA designation, and excessive bags on mobility devices and aids.

Mr. Edward Williams asked how to report commendations about outstanding Operators. Ms. Karpman explained that customers can call the 323-GO METRO.

5. Information: Complaints Process Review/Update

Anthony Roman, Customer Communication Manager, explained the customer complaints process; stating that complaints can be lodged online, via email, over the telephone, or in person. He also discussed the information needed when lodging a complaint; such as time, date, place, bus line, Operator badge number, and details about the customer’s experience.

Richard Saldivar, Customer Communication Systems Analyst, explained how complaints are classified into categories and distributed to the appropriate department for investigation.
Mr. Saldivar explained that any Metro related issue can be relayed to the Customer Complaint Center; including reports of inaccessible bus stops.

Daniel Garcia asked how many staff members the department has.  Mr. Saldivar stated that the department has a staff of 10 people to handle the 35,000 to 40,000 complaints that come in monthly.

Mark Panitz asked what to do if someone was smoking on the bus or around a bus stop. He was asked to report it as a complaint; as it is a passenger conduct issue.

Paula Guevara, Accessibility Analyst, discussed the Accessibility Unit’s role in the oversight of accessibility-related complaints. Ms. Guevara explained that Accessibility staff review Division findings to ensure that all resolutions are consistent with ADA regulations and Metro policies.

Cynde Soto asked about the appeals process if a customer disagrees with a finding. Such a customer is encouraged to contact Customer Relations to start the appeal process.

6. New Business:

Darlene Williams, Accessibility Analyst, announced outreach activities for October including the L.A. County Commission on Disabilities Luncheon, Division 13 Accessibility Fair, and Disability Resource fair at California State University at Northridge.

Ellen Blackman stated that the 5310 federal funding program provides funding for vehicles and equipment to agencies that serve older adults and people with disabilities. The 5310 Working Group, of which Ms. Blackman is a member, has been meeting over the past month and will soon meet with the Metro Board of Directors and present their work to the AAC.


Ellen Blackman motioned to adjourn the meeting at 12:23 pm.  The motion was unanimously approved.