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Access Transit Program

Woman in wheelchair boarding a HandyDART bus

The Access Transit program was established to ensure that accessible transit is integrated into all our transit plans, projects, and programs. The Access Transit team works closely with a Users' Advisory Committee and a HandyDART Users' Advisory committee to implement our access transit programs and services.


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    The Access Transit Team

    The TransLink team that manages implementation of our accessibility programs and services consists of:

    • Access Transit Planning: manages the Access Transit Strategy, policies, training, and administers the Users' Advisory Committee, as well as the HandyDART Users' Advisory Committee.

    • Access Transit Customer Care: main point of contact for client services such as HandyDART and HandyCard registration, and administering the TaxiSaver program.

    • Transit Service Delivery: administers the HandyDART service contract and monitors performance.

    • First Transit: the service provider that books, schedules, and provides HandyDART trips.

    The Access Transit team also works with the Ministry of Transportation & Infrastructure and BC Transit to help coordinate accessible transportation across the province.


    Access Transit Strategy Review

    TransLink developed the Access Transit Strategy to work towards a transit system that is as accessible as possible for everyone.

    The strategy started with reviewing the transit system with representative groups, public transit customers, and employees. The review also considered how other urban regions are making transit more accessible.

    1. Create an Access Transit Office and Users' Advisory Committee

    2. Provide better customer support

    3. Improve access to a full range of transit services

    4. Increase availability and effectiveness of custom transit

    The Access Transit team works with the Users' Advisory Committee to achieve these goals.


    Programs

    We offer a variety of services to ensure everyone is comfortable and confident when using public transit.

    • In partnership with community groups throughout the region, TransLink provides large group informational workshops for seniors and people with disabilities to assist with independent travel.

    • Train the Trainer workshops are offered for staff and volunteers who support seniors and people with disabilities.

    • For more information or to request a workshop, please contact the Travel Training team at 604.953.3636.

    • Using the Bus with a Mobility Device

      Coast Mountain Bus Company (CMBC) provides practice training sessions at the Vancouver Transit Centre on how to board and exit a bus using a mobility device.

      To contact an instructor and book a training appointment, call 604.264.5420.

      For more information on bus travel training, plus information about the accessibility of all our transit services, please visit our Accessing Public Transit section.

    The Access Transit Users' Advisory Committee (UAC) was formed based on comments received during the Access Transit Strategy review to make sure that accessibility issues are always considered.

    UAC members promote accessibility awareness and help TransLink make the system more accessible for everyone and provide advice on TransLink plans, programs, and initiatives.

    Applications to serve on the 2021 Access Transit Users' Advisory Committee (UAC) are now being accepted.

    The purpose of the Access Transit Users’ Advisory Committee (UAC) is to advise TransLink on improvements to the accessibility of our conventional transit services. The Committee provides accessibility-related advice on plans, programs and other initiatives that TransLink funds.

    Candidates will be evaluated based on relevant qualifications and the need to reflect a balanced representation from various user groups, including persons with one or more disabilities, their representatives, and seniors or their representatives. Committee members are selected to participate based on their background, transit experience, accessibility knowledge, and community involvement.

    The UAC meets approximately six times per year, and members are appointed for a three year term, with the option to reapply for a second consecutive three year term if they wish.

    Prior to completing an application form, please read through the committee Terms of Reference.

    If you have any questions about the application process or serving on the UAC, please contact:

    Access Transit Planning
    778-375-6864
    access.transit@translink.ca

    The HandyDART Users' Advisory Committee (HDUAC) was formed to allow HandyDART customers to provide input on the service. The committee allows us to hear directly from customers and stakeholders to ensure that this service meets their needs. Particularly, as we deliver on an ambitious workplan and policy changes that arose out of the 2017 Custom Transit Service Delivery Review. 

    The committee is composed of a maximum of 13 members and is intended to represent a diversity of disability sectors, municipal and regional districts, age groups, genders, and cultures.

    Applications to serve on the 2021 HandyDART Advisory Committee are now open until September 30, 2020.

    Candidates will be evaluated based on their experience and understanding of HandyDART service, their ability to work collaboratively, and how they contribute to the diversity of the committee. Candidates may be contacted for additional information. Committee members will be appointed by the TransLink Board.

    Those interested in applying can fill out and submit an application form.

    For more information about the HandyDART Users' Advisory Committee, please contact:

    Access Transit Planning
    778-375-6864
    access.transit@translink.ca

    On June 20, 2019, the TransLink Board appointed the following individuals to sit on the HDUAC:

    Committee Members

    • Martin Aquino

    • Brian Gibney

    • Wayne Leslie

    • Justina Loh

    • Tim Louis

    • Laura Mackenrot

    • Marjorie (Marjie) Ross

    • Roseanne Shannon

    • Linda Tang

    • Avery Timm

    • Bet Tuason

    • Brian Tucker

    • Access Transit Users' Advisory Committee Chair

    We're committed to improving the quality and availability of service for HandyDART customers. In June 2016, we began a thorough review of HandyDART operational policies and service structure to address customer concerns. This was in response to several questions that had been raised at TransLink Board meetings, particularly around responsiveness to customer concerns, the standards and quality of HandyDART and taxi services, and the HandyDART service model and operations.

    The review formed the basis for recommended changes to HandyDART policies and the service model. It considered industry best practices and input from stakeholders with the goal of helping HandyDART customers get to where they need to go safely and efficiently.

    Working with a Stakeholder Advisory Committee, composed of HandyDART customers and advocates, we've identified key areas for change.

    In 2012, we reviewed and consulted on how well HandyDART was meeting our customers’ needs. We also wanted to know if we were making the best use of our available resources. This resulted in several recommendations, including a new waitlist process, increased use of non-dedicated vehicles (taxis), and improved education on our cancellation/no-show policies.

    In 2016, the TransLink Board of Directors committed to undertake a deeper review of the HandyDART service, focusing on delivery operations and service quality policies. This resulted in the Custom Transit Service Delivery Review.

    Technical Work

    We spoke with Canadian transit agencies to understand their service policies and how they deliver custom transit services. This provided us with an understanding of how we perform compared to our peers and the innovations taking place across the industry.

    Stakeholder Engagement

    The Stakeholder Advisory Committee identified key issues, assessed technical work provided by TransLink, and established evaluation criteria for service delivery models. We also held four workshops and two individual stakeholder meetings to ensure this review addressed the needs and concerns of a range of key stakeholders. This was done in coordination with the execution of an online survey. Our Custom Transit Service Delivery Review Engagement Report provides a summary of the engagement findings.

    Input received during consultation was considered, along with financial and technical analysis, in refining recommendations to improve the HandyDART customer experience. These recommendations and final report were approved by the TransLink Board of Directors in March 2017.

    Reports

    Consultation Reports

    Taxi Pilot Project Report

    Consultation Boards

    Consultation Reports

    Graphic Recording


    Access Transit Resources

    We're committed to making transit easy to use for people of all ages and abilities.

    In partnership with AutismBC and Beckett 3D Studio, we created a new online tool to help individuals with autism feel more confident when travelling on Metro Vancouver buses.

    Use our virtual bus tool to tour a 3D TransLink bus at your own pace via a desktop computer or mobile device.

    Traveling on transit in Metro Vancouver is easy, follow these mobility guides to learn more.

    Available in English with American Sign Language (ASL), Described Video, Cantonese, French, Mandarin, and Punjabi.

    Compass Cards and Tickets

    Traveling on a Bus

    HandyCard

    Traveling on SkyTrain

    Assistance on transit

    SeaBus overview

    West Coast Express

    Trip planning

    Compass Cards and Tickets

    Traveling on a Bus

    HandyCard

    Traveling on SkyTrain

    Assistance on transit

    SeaBus overview

    West Coast Express

    Trip planning

    Compass Cards and Tickets

    Traveling on a Bus

    HandyCard

    Traveling on SkyTrain

    Assistance on transit

    SeaBus overview

    West Coast Express

    Trip planning

    Compass Cards and Tickets

    Traveling on a Bus

    HandyCard

    Traveling on SkyTrain

    Assistance on transit

    SeaBus overview

    West Coast Express

    Trip planning

    Compass Cards and Tickets

    Traveling on a Bus

    HandyCard

    Traveling on SkyTrain

    Assistance on transit

    SeaBus overview

    West Coast Express

    Trip planning

    Compass Cards and Tickets

    Traveling on a Bus

    HandyCard

    Traveling on SkyTrain

    Assistance on transit

    SeaBus overview

    West Coast Express

    Trip planning


    For more information on door-to-door custom transit services, please visit our HandyDART page.


    For more information about the HandyDART Users' Advisory Committee, please contact:

    Access Transit Planning

    T:778.375.7665
    E: access.transit@translink.ca


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