It was not certain if the crisis Councillor Aaron Burchat described at Monday's committee-of-the-whole council meeting arose from limited hours of service or the inability of the Wheels accessibility-bus driver to assist a passenger onto and off of a bus.
But relating the story brought tears to his eyes and underlined the urgency of the two issues to be addressed.
Burchat had been made aware, at last Friday night's Christmas Magic in Cobourg kick-off, of a woman in a wheelchair who had no way home except to try to proceed there in her motorized wheelchair. However, it was a wintry night and her battery was already low. It would have been extremely dangerous for her to try, he said.
“I can tell you, as a representative of the community, I felt that we failed this individual in providing a key service, and ultimately it's something we do not have right now to the degree we have certain things in place. But fortunately we were able to get this individual into the police station and, through that, to connect with dispatch to get the accessible van down to the police station and get this individual home.”
He recalled trying to reassure the individual left stranded, for whatever reason, and expressed his opinion that this should be an on-demand service.
“I think we were very lucky this time, but I don't think we can afford to have this kind of thing. I know it's a once-in-a-while situation, but it opened my eyes to what we are lacking.”
Mayor John Henderson thanked Burchat for going the extra distance and commended Cobourg Police Constable Randy Kerr for his role in helping resolve the situation.
“I think you are hearing from council that we will be diligent in doing the right thing for the right purpose,” Henderson said.
“We also realize training will have to be incorporated.
“We did speak to the person concerned, and they are feeling better. But we are lucky, because it was a cold night.”
Director of public works Laurie Wills acknowledged the issues Burchat brought up.
Sometimes drivers assist those using accessible transit, Wills said. Sometimes they don't. Sometimes they can't.
“I would like to review our policy,” she said.
“It's not very clear, and I would like to be sure it is clear.
“We have, since this issue last week, provided a letter to all our Wheels members to let them know what the expectations are of our drivers. Sometimes our drivers are helping more than they should, and one of our drivers was actually injured doing this.”
“Everybody seems to be quite receptive so far. In the meantime, we will be checking what other municipalities' policies are, see what their driver-assistance program is.”
Another wrinkle is the concept of door-to-door service for Wheels users vs. curb-to-curb, Wills continued. Drivers are not supposed to be in a client's residence.
Councillor Adam Bureau asked if accessible taxis are available in town. Though certain accessible-taxi licenses are currently going through the process, Henderson said, the answer right now is no.
The mayor gave some details on a project he is pursuing at this time that involves an AI component and a partnership with the Municipality of Port Hope that could enhance the transit system and potentially lead to the future creation of an on-demand service – in both towns and between them as well.
It's a good response to shifting demographics, he said.
“We are evolving and looking at all our alternatives and options on how we can best move forward.
“We do have transit money and the question is how we best use that money moving forward.”
Councillor Emily Chorley reported a story she had heard of a patient being discharged from hospital in a wheelchair who was told by the accessibility-bus driver that he could not touch the wheelchair nor push it up the ramp to the vehicle.
“He said to find someone to push her. He said he was required by the town not to assist,” Chorley reported.
“I believe council's job is to set policy and we need to set this policy as a matter of urgency. This throws up a huge barrier to their mobility and independence.”
“We know there has been an on-going gray area,” Wills acknowledged.
“The operators give their drivers their routes for the day and their instructions. It sometimes creates some blurred lines.
“Our current policy is admittedly unclear, and I am striving to clarify that.”
Another issue Wills mentioned is the ramp access, which can be difficult for anyone without a motorized wheelchair. In some cases, she has been suggesting these people contact Community Care Northumberland (which has an accessible vehicle with a lift apparatus) to see if they have transportation options that might work better.
If Federal funding comes through, Wills said, a new Wheels bus could be purchased with similar easy-access features.
The motion was made to accept the memo from the secretary of the Accessibility Advisory Committee regarding a motion to maintain an accessible Wheels service, and to instruct staff to take urgent action to ensure accessible transportation includes door-to-door service that incorporates assistance when needed.