ACAT Meeting - January 30, 2025

Minutes of Meeting:

ACAT General Meeting

Meeting Date:   

Thursday, January 30, 2025
1:00 p.m. to 3:30 p.m.

Location:

Hybrid meeting via Teams

Present:

• Betty Rivington Law, ACAT Chair
• Lori Bailey, ACAT Vice-Chair
• Sophie Petrillo, ACAT Vice-Chair
• Debbie Gillespie
• Mei Hung
• Frank Lockhart
• Maria Marin
• Angela Marley
• Karen Mootoo
• Craig Nicol
• Jason Osborne
• Lauri Sue Robertson
• Chau Sheung Wong

Absent

• Tammy Adams
• Lavarnan Mehavarnan

Pool Members

• Oliva Darwin
• Azim Lila
• Paul Manna
• Nathaniel Tok

TTC Representatives:

• Greg Percy, Chief Executive Officer
• Stephanie Davies, Chief Capital Officer
• Cameron Penman, Head of Wheel-Trans
• Dean Milton, Manager, Strategic Initiatives, Wheel-Trans
• Levenson Lincoln, Assistant Manager, Wheel-Trans
• Jeff Short, Senior Planner, Strategy & Foresight
• Natalie Francis, Manager, Planning and Policy, Wheel-Trans
• Adrienne Isaac, Administrative Assistant, Wheel-Trans
• Ross Visconti, Project Manager, Wheel-Trans
• Lodon Hassan, Divisional Manager, Customer Service, Wheel-Trans
• Stephan Boston, Chief Instructor, Operations Training Centre 
• Sneha Madhuri, Communications Advisor, Corporate Communications
• Omar Jabbar, Program Manager, Wheel-Trans
• David LoPresti, Manager, Contracted Taxi Services, Wheel-Trans
• Alex Blackwell, Coordinator, Wayfinding and Signage, Design and Wayfinding

Items Discussed

1. Call to Order / Attendance
2. Land Acknowledgement
3. Declaration of Conflict of Interest
4. Approval of Agenda 
5. Review and Approval of December 16, 2024, Minutes
6. Remarks from TTC Executive – Greg Percy, Chief Executive Officer 
7. 2025 Executive Election results 
8. Remarks from ACAT Chair 
   a. TTC Board Meeting 
9. Announcement of 2025 Subcommittee Membership 
10. Wheel-Trans Transformation Update from Cameron Penman 
11. Outstanding Items 
12. Deputation:  Nil 
13. Review of Correspondence:
    a. Subway Barriers for Wheelchair Users Survey 
14. 2025 ACAT Meeting Dates 
15. Other/New Business 
    a. Non-Visible Disabilities Campaigns Overview – Jeff Short 
16. Next Meeting – February 27, 2025 
17. Adjournment 

1. Call to Order/Attendance 

Betty Rivington Law, ACAT Chair, called the meeting to order at 1:08 p.m. Attendance was taken.  

2. Land Acknowledgement 

A member read the Land Acknowledgement. 

3. Declaration of Conflict of Interest 

Nil.

4. Approval of Agenda 

Addition to New/Other Business:
Feedback Request: ECLRT Elevator Accessible Alternatives Signage  

Motion to approve the agenda as amended: Debbie Gillespie 
Seconded:  Lauri Sue Robertson
Carried:  Agenda approved.

5. Review and Approval of December 16, 2024 Minutes 

Motion to approve the Minutes of December 16, 2024: Lori Bailey
Seconded:  Debbie Gillespie
Carried: Approved.

6. Remarks from TTC Executive – Greg Percy, Chief Executive Officer 

Greg Percy, Chief Executive Officer, noted the power of the ACAT members to ensure the TTC does things better, faster and smarter and assist with how the TTC interfaces with members of the disability community. He welcomed the new and returning ACAT members and congratulated the ACAT Chair and Vice-Chairs on their appointments. Greg confirmed the TTC Board approval of a $25,000,000 budget for the Old Mill Station to make it fully accessible.

Questions and Comments from the Committee

A member asked if there was a timeline for completion of the Old Mill Station. Stephanie Davies, Chief Capital Officer, confirmed that TTC staff are in the process of awarding the contract and expect completion in the next three years, depending on delays.

A member asked for the list of stations expected to be fully accessible in 2025 to be added to the minutes. Stephanie Davies noted the next station up for completion is High Park Station. Jeff Short, Senior Planner, Strategy and Foresight recommended reviewing the Easier Access III Project Status Update for the TTC Board’s December 3, 2024, meeting where those proposed stations are listed. He also pointed out that the estimated timelines for each remaining station is listed on Easier Access Program Schedule online.

A member asked if all the issues at Old Mill Station are now resolved, and Stephanie Davies confirmed they were. They are working with the residents in the area, as some of the staging would be very close to their properties.

Stations to become accessible in 2025: 

• High Park 
• Rosedale 
• Greenwood 
• Christie 
• Summerhill 
• Warden 

7.  2025 Executive Election Results 

The following members were elected to the 2025 ACAT Executive team: Betty Rivington Law as ACAT Chair, Lori Bailey as Co-Vice Chair, and Sophie Petrillo as Co-Vice Chair. Members were thanked for their interest in the Executive roles.

8. Remarks from ACAT Chair 

Betty Rivington Law, ACAT Chair, welcomed new and returning members. She discussed the importance of listening to all voices and collaborating. Everything is moving forward with the Subcommittees formed and meeting dates set. ACAT members participated in Intersectionality and Bias training led by TTC’s Diversity team. ACAT Vice-Chair, Sophie Petrillo, would be representing ACAT at the graduation ceremony of senior executives on January 31, 2025. ACAT members continue to participate in Operator training.

9.  Announcement of 2025 Subcommittee Membership 

Communications Subcommittee - Staff Liaison: Heather Brown. Members: Olivia Darwin, Mei Hung, Frank Lockhart, Maria Marin, Angela Marley, Karen Mootoo, Jason Osborne, Betty Rivington-Law.

Design Review Subcommittee - Staff Liaison: Jeff Short. Members: Tammy Adams, Debbie Gillespie, Paul Manna, Angela Marley, Lavarnan Mehavarnan, Craig Nicol, Sophie Petrillo, Chau Sheung Wong.

Service Planning Subcommittee - Staff Liaison: Jeff Short. Members: Lori Bailey, Debbie Gillespie, Azim Lila, Frank Lockhart, Maria Marin, Craig Nicol, Betty Rivington-Law, Lauri Sue Robertson, Nathaniel Tok.

Wheel Trans Operations Subcommittee - Staff Liaison: Levenson Lincoln. Members: Tammy Adams, Lori Bailey, Mei Hung, Lavarnan Mehavarnan, Karen Mootoo, Jason Osborne, Sophie Petrillo, Lauri Sue Robertson, Chau Sheung Wong.

10. Wheel-Trans Transformation and Update from Cameron Penman 

Cameron Penman, Head of Wheel-Trans, provided an update on the Transformation Program. 

TTC staff continue to work towards the new Automatic Vehicle Location (AVL) and Interactive Voice Response (IVR) systems. Request for Proposals (RFPs) will go out on February 7, 2025. The AVL update will allow TTC staff to locate vehicles and upgrade routes based on real-time traffic conditions. The IVR system would integrate four different phone numbers into one point of contact for Wheel-Trans customers and simplify contacting Wheel-Trans by phone. Cameron noted that Phases 5 to 8 of the Reservations, Scheduling, and Dispatch software upgrades should begin implementation soon. The updates will improve travel times based on traffic conditions and allow Wheel-Trans to better manage customer needs. 

The Eligibility re-registration efforts for Wheel-Trans legacy customers continues to progress successfully. Re-registration ensures that all customers are in compliance with the AODA and categorizes customers as having unconditional, conditional or temporary eligibility. Approximately 17,500 customers have been re-registered overall, with 2,400 legacy customers re-registered in 2024. The remaining 2,800 customers will be re-registered by the end of 2025. 

Most Accessible Taxis have “Where Is My Ride” capability, which is a feature that shows the vehicle location. Beck Taxi taxis will be integrated over the next few months and then accessible sedans will be integrated to include the “Where Is My Ride” feature.  

Questions and Comments from the Committee 

A member asked if data analytics used to help with ride times. Cameron confirmed that Google Maps is used to provide traffic information. 

A member asked if the data would include weather conditions. Ross Visconti, Project Manager, Wheel Trans, responded there are too many variables where weather is concerned but it could be managed manually.

A member asked if the AVL would go beyond the Wheel Trans fleet to include the accessible taxis and sedans. Ross Visconti stated that the AVL will be extended to Accessible Taxis soon however Sedan taxis will be rolled out at a later time. 

A member asked if the taxi drivers would have the capability to call customers. Ross Visconti explained that currently there is an auto call ahead to customers approximately 10 minutes before the ETA or scheduled pick-up time and there is also the capability of tracking vehicles on a map in the Self-booking Website or through the Mobile App using the “Where Is My Ride” feature.

A member asked about updating the Notes section on the mobile app as now access to the Notes is only available on the computer. Ross Visconti explained that users have access to eight Favourite locations, which also save the notes for each location. Notes cannot currently be updated on the app. This feature will be included in future updates. 

A member asked if the IVR could be integrated into the mobile app so you could hop from one system to another. Cameron Penman confirmed they will be integrated.

A member asked if the “Where’s my ride” feature is just available as a visual or could it be used with a screen reader. Ross Visconti confirmed both are available.

A member asked about the call that comes 10 minutes prior to your ride arriving and asked if it was still used. Ross Visconti confirmed that it was and triggers the vehicle location on the map. 

A member asked if there is payment integration with the mobile app bookings. Cameron Penman stated payment can only be made through the rider’s mobile wallet or PRESTO cards.

A member asked about the communication regarding the final day to use the tokens and paper tickets. TTC staff would confirm that tokens and paper tickets would expire on June 1, 2025 for the conventional system and on December 31, 2025 for Wheel Trans vehicles.

11.  Outstanding Items 

a. Recommendation for Honorarium

This item will remain on the outstanding list pending a decision on the Pool members receiving an honorarium in the future.

b. Scarborough Centre Station Motion

This item was deferred to Q3 2025.

c. Recommendation to honour Sam Savona

This item was deferred to the Easier Access Project completion at College Station, which is expected in 2026.

d. ACAT AODA Training

All ACAT members have until February 28, 2025 to complete all six modules. This item was completed and will be removed from the Outstanding Items after the next meeting.

The Committee agreed that items not currently being addressed would be moved to Future Items so they do not have to be raised every month.

12. Deputation 

Nil.

13. Review of Correspondence 

a. Subway Barriers for Wheelchair Users Survey

The ACAT Chair and TTC staff are working on responding to a letter received and shared with ACAT. 

14. 2025 ACAT Meeting Dates 

Members were provided with a list of all ACAT General and Subcommittee meeting dates.

15. Other/New Business 

a. Non-Visible Disabilities Campaigns Overview

Jeff Short, Senior Accessibility Planner, provided an overview presentation about the TTC’s existing program (“Please Offer Me a Seat”) and educational campaign (EnAbling Change poster campaign) to raise awareness about customers with non-visible disabilities, and highlighted another campaign called the Hidden Disabilities Sunflower Program, which the TTC is considering. It originated in the United Kingdom and was implemented in 2024 by Metrolinx and MiWay (Mississauga), as well as at Pearson Airport in Toronto. The campaign offers a discrete way for people with hidden disabilities to ask for extra help by wearing a sunflower. Jeff Short was looking for feedback from ACAT to determine if the TTC should implement this program.

Questions and Comments from the Committee 

A member noted that during a recent operator recertification session, they discussed the “Please Offer Me a Seat” button and asked the operators if they thought this new Sunflower program would be beneficial. Most Operators did not know the program. This member wondered how the operators would be educated and how the information would be communicated if the TTC implemented the Sunflower Program.

A member commented that often people on transit (buses and streetcars) choose the front seats because they are close and it is easier to see out the front of the bus. It is impossible to know if they actually require the seats or not. This would provide a visual communication that might help. 

A member asked how the information from the Sunflower Program would communicate to customers that a person might need a seat. Jeff Short explained it was not about customers understanding, but to have operators know that person might need assistance or more time. The member noted that the “Please Offer Me a Seat” communicates a specific need, but the sunflower does not. Jeff Short noted it is more about opening a conversation with the operator about what the customer might need.

A member asked if there was feedback from MiWay or Metrolinx regarding their experience using the program. Jeff Short noted there has been a lot of positive feedback, and MiWay also provided testimonials. Jeff Short was asked if MiWay could make a presentation to the ACAT General Meeting regarding their experience with the program. Jeff Short would try and arrange that with MiWay.

A member asked if the badge could be digitized in case a customer had forgotten their lanyard. Jeff Short was not sure if they had been asked but would look into this.

A member commented that they agreed that this program could be helpful, especially for those with invisible disabilities. This would also show the TTC participating in a program that would demonstrate an organization with a commitment to a wider community. 

A member recommended that before the system is rolled out that the TTC should have a plan on how it would be rolled out to staff, education, etc. that would be presented to ACAT, along with the presentation from MiWay on their experience using the program. It might also help to have an ACAT member with a non-visible disability involved in the education part when rolling out to staff.

Jeff Short noted that the lanyard would be available at subway stations and a member suggested to make this an effective strategy, it should be all subway stations. The member also suggested that digitizing the sunflower, might open the program up to abuse. Jeff Short noted that staff could also wear items that show their support of the program.

Jeff Short also confirmed that the same lanyard would be used across all agencies to simplify and make it the same across all transit in the area.

b. Feedback Request: ECLRT Elevator Accessible Alternatives Signage 

A member discussed the TTC’s request for Metrolinx to share sample accessible alternative signage for Line 5 with ACAT for their feedback. In the TTC there is signage outside of each elevator that offers an accessible alternative route to customers if that elevator is not working. At the TTC’s request, Metrolinx has agreed to provide this signage for Line 5 stations. Metrolinx is a provincial agency, so it is required to provide both English and French on signage, which reduces the space available for English information. The sign would be a black background with white writing for English and a black background with light gray writing for French. TTC staff asked for feedback from ACAT by February 5, 2025, which does not give members much time. The accessible alternatives signage sample provided by Metrolinx was for Cedarvale Station. Alex Blackwell, Coordinator, Design and Wayfinding, explained that at this stage Metrolinx is looking for feedback on the overall approach to how information is displayed on the signs as well as on the level of detail, and not about specific information for the stations. He noted that as Line 5 is a Metrolinx project, the signs will follow the Metrolinx standard and not the TTC standard, even in the interchange stations.

A member commented that the wording, although concise, might require more detail. For instance, “proceed east to the next station entrance” is not specific enough. Alex Blackwell confirmed that at the entrance to each station there would be a map that would show riders where the next entrance would be, along with the location of elevators and accessible features. A member suggested that adding the address of the next entrance would be more effective.

A member asked where the signs would be located. Alex Blackwell confirmed signs would be located at the elevators.

A member noted that AODA requires a sign at the station entrance.

 A member asked if the signs would be interactive or just visual. Alex Blackwell stated that there should be a screen reader capability on the digital displays near the entrances.

A member asked if there was a way to get help if there is an elevator outage on Line 5 via an intercom button. TTC staff confirmed there is a Passenger Assistance Intercom button at the elevator.

Alex Blackwell confirmed that the sign standards go as far as the property lines, and at the interchange stations the TTC signs would have to be updated to allow for the new information that would be required.

A member asked about including audible and visual messages on buses coming into a station if an elevator is out of service so a customer could decide on a new route. Ross Visconti confirmed that this is included in the information pushed by the app if a customer has signed up for these notifications and also available by e-mail alerts. TTC staff confirmed that new screens on buses would be coming that may be able to also provide this information.

c. In-Person Team-Building Activities

A member noted that it is important to get together in person since almost all of the Subcommittees meet virtually and suggested team building exercises or arranging a get together for ACAT members to make connections and get to know each other better.

16. Next Meeting 

Next ACAT General Meeting: Thursday, February 27, 2025 at 1:00 p.m.

17. Adjournment 

Meeting adjourned at 3:23 p.m. on a motion by: Lauri Sue Robertson.

Cindy Edwards
Recording Secretary