CTpulse (July-Sept 2025)

TAKING THE SCENIC ROUTE There is something about the scenic route that stays with you.

It is not the fastest way. It is rarely the most direct. But it is where the unexpected lives—where beauty shows up unannounced, and wonder waits around the bend. At CTtransit, we believe in that kind of journey. The kind that asks you to slow down, look up, and take it all in.

This issue of CTpulse is for those who choose that path. The team members who go beyond the main road. Who lead with care, not convenience. Who make this system feel more human, more connected, more alive.

Inside, you will meet operator Ravonda Forbes, whose quiet dedication shows up in every interaction. You will hear from Transportation Supervisor Tina Coleman, who treats her team like family and leads with heart. You will see how our spirit of innovation is shaping the future, as we work with other agencies to set new safety standards for battery electric buses.

We are also continuing our new segment, Transit On The Move—a space for voices helping to guide the system forward. In this edition, we feature Bureau Chief at the Connecticut Department of Transportation, Benjamin Limmer, who shares a few scenic stops worth pulling over for. His insights are mile markers—the kind that help us track progress, stay aligned, and remember why the journey matters.

These moments matter. They add up. And people are starting to notice.

Transit Unplugged, a leading voice in our industry, is featuring our work in a segment airing this fall.

This is what defines us. Not shortcuts. Not speed. But the scenic route—the one that shapes who we are and who we are becoming.

Thank you for being here. If you need me, you know where to find me. I will be on the scenic route. You can meet me there.

Stay Inspired,

Vanessa P. Brooks, MA Viber-in-Chief PAGE 2

CTtransit RETRO ROLLOUT

AUGUST 12, 2025

TABLE OF CONTENTS 6

Tina Coleman: The Mother of All Teammates

8

Always Learning: Technician Jeff Pozucek on a Successful Career

10

CTDOT Celebrates 50th Anniversary of CTtransit with “Retro” Bus Design

12

50 Years of Brand Excellence

14

Transit Unplugged Spotlights CT

16

How Transit Agencies Are Working Together to Develop Battery Electric Bus Standards

18

CTtransit Launches Listening Tour to Strengthen Safety and Communication

20

Tell Your Story in CTpulse

22

Transit on the Move: Benjamin T. Limmer

24

Ravonda Forbes: Leave Your Troubles at the Door

26

Special Commendations

28

Summer Destination Campaign

30

Service Enhancements August 2025

32

Holiday Rewind

34

Retiree Announcement

36

July Safety Award Winners

38

Vibe Team Members

Pictures taken from the Hartford Let’s Talk Safety Listening Tour.

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TOM TALKS:

A Tale of the Road Less Traveled Somewhere in a quiet Connecticut town, central to the state, below the mountain range of the Berkshires and the beautiful coastal towns along the Sound, a team of professionals were faced with a choice. Every day, the team traveled the same wellworn path to the office, the division, the place of work. This path was a predictable path. It was familiar to all, a safe path, and one that the team could travel, literally without much thought.

However, one day, their team leader, David, reached a formidable fork in the road.

Over in the distance David noticed a winding road that seemed to descend and disappear just before the mountain range.

David told the team, “Hey, this road seems a little longer, and it’s full of unknowns.

I’m certain it will take us to a place where our ideas can grow, while we work together and reap the rewards of the risks, and we ultimately become more than just coworkers—we will be pioneers. What do you think?” Some of the team members were quite curious. Not knowing this road too well, you can imagine the results…Some of the team stumbled, got a little muddy and confused briefly, but relying on each other they discovered new ways to get to work. They had to build bridges, creatively solve old problems, and continue to innovate along the way. As they did this, they realized that they were closer to work than they thought. They reached work on time, but through it all they transformed how they reached their destination.

Other team members admired their accomplishments silently but still stood in awe. Seeing the positive outcomes, the other team members began to believe that change is indeed possible and inevitably, slowly they joined the rest of the team.

The results were amazing. The company flourished, not because they continued down the same well-worn path but because they dared to challenge themselves to take a road not traveled.

The mindset shift, a paradigm shift can take us to places we never thought possible.

Take the journey.

Enjoy this edition of CTpulse. Exciting things await when one takes the road less travelled.

Safe Travels,

Thomas E. Stringer Jr. General Manager

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TINA COLEMAN:

The Mother of All Teammates For over 24 years, Tina Coleman has held various titles at CTtransit. Her current title is transportation supervisor, although she was once a professional operator. Some may know her as a friend, a neighbor, a colleague…

At CTtransit Hartford division, most know her as “Mother.”

Every morning, Coleman begins her day with a personal mantra: Can I make at least one person’s day? That philosophy carries into how she approaches her work, from greeting new operators to offering support wherever it is needed. “In every class I talk to, I introduce myself. I tell them, if you need anything, let me know. That’s why they call me Mother.”

praise them in front of their customers. “Operators deal with so many personalities on the road.

Sometimes they don’t feel valued, but they are.”

For Coleman, this public acknowledgment helps operators feel valued in a job where they may face challenges from the public. “You’ve got to know your people and how to approach them. If you can’t do that, then it’s going to be rough on you.

You have to know your people.”

When it comes to caring for her team, Coleman walks the walk. Whenever she hears that a coworker is expecting a child, she will knit a blanket for the baby. To this day, operators will approach her and let her know the impact those blankets have on their lives.

The honorary role of “Mother” was first carried Coleman makes it a point to learn something about by longtime dispatcher Vivian Headley, who everyone she works with. When she asks, “How passed the title to Coleman before retiring. Since are you?” be prepared for her to mean it. When then, her colleagues have helped make it official, discipline is needed, she handles it with the same even surprising her last May with a Mother’s care and respect.

Day celebration complete with decorations and cupcakes.

According to Coleman, “If I say, ‘Oh, those are some cute shoes, but you know you’re not supposed to When asked what shaped her leadership style, wear those…’ it lands differently than, ‘You are not Coleman points to her own mother. “I watched my going to wear those shoes. You’re going to get a mom growing up, and she cared for everyone. She violation.’” It’s all in the approach. would feed the neighbors’ kids, take my friends on trips. I guess it was my nature to be this way.”

Her leadership philosophy is simple: it is all about respect. “That’s my approach because I want to be Today, Coleman is proud to carry that legacy at respected, so I try to respect everyone,” she says.

CTtransit. When it comes to how she hopes to be remembered, her answer is as simple and genuine When she notices an operator performing well on as she is: “My heart. I’ll give you the shirt off my their route, she is not afraid to hop on board and back. I’m always trying to be positive.”

ALWAYS LEARNING:

Technician Jeff Pozucek on a Successful Career When Jeff Pozucek was a kid, he was the type to take things apart just to see how they worked.

Lawnmowers or model airplanes — anything mechanical sparked his curiosity. “I wanted to be a mechanic all my life,” Pozucek said. That curiosity has carried him through an 18-year career at CTtransit’s Stamford division, where he is now a technician and crew leader known for his drive to keep learning.

Before joining CTtransit, Pozucek worked for years repairing small engines, power equipment, and forklifts. His father, who worked at the post office, actually heard about CTtransit from the postmen who used to work there. “He suggested I give it a try,” Pozucek recalled. “I’ve been here ever since.”

It turned out to be the right fit. Pozucek’s key to success may reside in his approach to problemsolving. “I take things as they come one day at a time, I’m always constantly learning new things,” he said. At first, he was not thrilled about the transition to battery-electric buses, but quickly realized the technology was not so different from the diesel buses he had worked on for nearly two decades, just with new propulsion. “It just took some getting used to,” Pozucek said.

That willingness to adapt has made Jeff invaluable as CTtransit adopts new technology. He was a member of the team that updated routers on roughly 45 buses, a months-long project he counts among his proudest accomplishments at the organization. “We saw it through from start to finish, and I taught myself a lot in the process,” he said.

On a daily basis, Pozucek works on systems that most customers never notice but depend on: fareboxes, Trapeze (the bus GPS and announcement system), and even small adjustments like mirrors and seats that make buses safer and more comfortable for professional operators. “It seems like it’s always been the most important thing to me, making sure the operations team always has the buses they need to run,” he said.

His dedication does not go unnoticed. “Jeff is a highly valued member of the team,” said CTtransit’s Director of Maintenance Eric Fetzer.

Superintendent of Maintenance Robert Edwards added, “He transitioned from a small engine repair technician to one of our best technicians.”

As crew leader, Pozucek also helps guide newer employees. “I just try to explain things simply,” he said. For him, mentoring means encouraging others to embrace the same curiosity that has kept him moving forward. His advice? “Try to learn as much as you can, especially about newer technologies. But don’t forget the old stuff too, it’s only just nuts and bolts, you know?”

Eighteen years in, Pozucek is happily content. He wants to stay current, keep tackling challenges, and, as he put it, “finish out a good career here.” For someone who has always been happiest taking things apart and putting them back together, there is still plenty to learn.

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CTDOT CELEBRATES 50TH ANNIVERSARY OF CTtransit WITH “RETRO” BUS DESIGN CTtransit and the Connecticut Department of Transportation (CTDOT) have united to mark a milestone that is half a century in the making: 50 years of moving Connecticut forward. On Tuesday, August 18, the “Retro Rollout” event unveiled a special 50th anniversary bus design that offers customers a nostalgic glimpse into CTtransit’s past while signaling a bright future for public transportation in the Nutmeg State.

WATCH VIDEO HIGHLIGHTS FROM THIS EVENT

“CTtransit remains steadfast in our commitment to innovation, expanded access, and a more sustainable transit system for generations to come,” said General Manager Thomas E. Stringer Jr. “Thank you for being part of the journey, here’s to our next chapter in CTtransit’s story.”

Held at CTtransit’s Hartford Division, the celebration welcomed employees, community members, and elected officials on a warm and sunny afternoon.

Guest speakers included CTtransit General Manager Thomas E. Stringer Jr., CTDOT Commissioner Garrett Eucalitto, U.S. Senator Richard Blumenthal, U.S. Representative John Larson, and State Rep. Kathy Kennedy. Each speaker underscored the essential role transit has played and will continue to play for Connecticut residents.

“Thank you, CTtransit, for getting people to work, getting people to fun, getting people to families, getting people to accomplish the American dream,” said Senator Blumenthal.

“We’re going to ensure that our transit system is built for the communities in which we operate for the next 50 years,” said Commissioner Eucalitto.

Adding to the festive spirit, Hartford’s Proud: Drill, Drum and Dance Corps delivered a live drumroll as the commemorative bus was revealed through a splash of bubbles, drawing cheers from the crowd. Local baker Kap-Design, LLC, also provided guests with custom cupcakes decorated with CTtransit’s retro-bus blue, green, and gold motif.

This “Retro Rollout” is emblematic of both CTtransit’s legacy and its future. What began as a regional service 50 years ago has evolved into a statewide network comprising approximately twenty million customers annually.

Five decades of service is a significant milestone, but as the “Retro Rollout” event has shown, it’s just the beginning. The next 50 years will undoubtedly bring new opportunities to explore, but the core mission remains the same: to provide essential, accessible transit that connects communities and drives progress across Connecticut.

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CTtransit RETRO ROLLOUT: DRIVEN BY THE PAST, POWERED BY THE FUTURE 50 YEARS OF CTtransit

The times they are a-changing – and so are these bus designs. From the retro gold, blue, and green to the “electric” feel we have today, these bus designs are a snapshot of their era. As we prepare for the 50th anniversary of CTtransit, take a stroll down memory lane and relive some of the most iconic looks from our storied history.

50 YEARS OF BRAND EXCELLENCE

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TRANSIT UNPLUGGED SPOTLIGHTS CT In July, CTtransit had the privilege of welcoming Transit Unplugged host Paul Comfort for a behind-the-scenes look at our operations. From touring our Hartford garage to riding one of our battery electric buses, the visit was filled with conversation about innovation, sustainability, and our upcoming 50th anniversary.

As host and producer of Transit Unplugged and Transit Unplugged TV, Senior Vice President and Chief Customer Officer for Modaxo Americas, a best-selling author, and former CEO of the Maryland Transit Administration, Comfort has become one of the most recognized voices in public transportation. By spotlighting CTtransit, the impact our people and our work are making will be presented on a national stage.

We were joined by CTDOT Bureau Chief Benjamin Limmer and CTDOT Transit Administrator Lisa Rivers, who helped showcase how the future of transit in Connecticut is being shaped today. Comfort’s visit will be featured in a Transit Unplugged TV episode in November, spotlighting our people, our progress, and our role in keeping Connecticut moving for the past 50 years, and the next 50 to come.

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A VERY SPECIAL BRUNCH WITH THE CT STATE POLICE In August, we welcomed members of the Connecticut State Police for a special appreciation breakfast, celebrating our ongoing partnership and shared commitment to safety.

The morning also carried a moment of remembrance.

August 21 marked the birthday of Trooper First Class Aaron Pelletier, who was tragically killed in the line of duty on May 30, 2024. To honor his legacy, commemorative mugs featuring his photo and a quote were presented, a small but heartfelt tribute to a man deeply valued by his fellow troopers and the community he served.

We are grateful to the State Police for joining us and for their continued dedication. Their partnership strengthens our own efforts to foster a culture of safety for both our customers and our team.

HOW TRANSIT AGENCIES ARE WORKING TOGETHER TO DEVELOP BATTERY ELECTRIC BUS STANDARDS When it comes to the safe operation of battery electric buses (BEBs), transit agencies across the northeast are proving that collaboration is just as important as innovation. Nationwide, recent thermal events at transit agencies have underscored the importance of maintaining proper safety protocols and procedures regarding BEBs. In the absence of a national standard for BEB safety policies, CTtransit has partnered with regional peers to establish a new safety committee dedicated to sharing best practices, exploring training techniques, and laying the groundwork for a safer and more unified approach to BEB safety.

This partnership, which brings together the Connecticut Department of Transportation, CTtransit, the Pioneer Valley Transit Authority (PVTA), UMass Transit, and Rhode Island Public Transit Authority (RIPTA), originated as an organic exchange of ideas following several agencies’ experiences with challenges related to BEB operations.

“By coming together to share knowledge and build best practices around battery electric bus safety, said CTtransit General Manager Thomas E. Stringer Jr. “We are simultaneously protecting our employees and customers, while ensuring the long-term health and resilience of the public transportation as an industry.”

Over time, these conversations evolved into structured committee meetings, held monthly throughout the summer. Led by CTtransit’s AGM of Safety and Security Christopher DeGrave and Director of Maintenance Eric Fetzer, the sessions typically span several hours and follow an agenda focused on key safety topics, including training, storage and parking, charging processes, and the development of standard operating procedures (SOPs).

“We’re all in the transit world here. We move people, we help people, and this is just another way we’re doing that,” said DeGrave. “These committees are cut from the cloth of helping other people. We don’t want anyone to go through a tragedy. We don’t want to have any loss of life.

We want to protect people and property to the greatest extent possible.”

At the heart of the collaboration is a simple truth: BEB technology is still relatively new, and there is currently no national standard governing how agencies should approach safety. That reality has made it all the more crucial for organizations to share what they are learning in real time.

“We’re here to talk about what can be done proactively, including training, awareness, and collaboration, to make sure we’re prepared for all scenarios,” said Fetzer.

Each committee meeting has highlighted just how differently transit systems operate, even when using the same equipment. Those differences have made the conversations richer, with each agency contributing insights that others may not have considered.

For the Superintendent of Maintenance at UMass Transit, Thomas Vincent, this experience

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has been eye-opening. Through these committee meetings, he learned about the precautionary practice of pulling an axle shaft on buses undergoing long-term maintenance. That step ensures a vehicle can be safely towed from a building if smoke or heat is detected, saving precious minutes in an emergency.

“Our number one priority is the safety of our people,” said Vincent. “The number two priority is the bus. In that order. That’s our culture.”

RIPTA’s Deputy Chief of Procurement, Inventory and Vehicle Operations, John Chadwick, echoed these thoughts, “It’s been an exchange of ideas. Everyone is talking about the difficulties they’ve encountered or the solutions they’ve found. Somebody could come up with something that just happened to them yesterday that hasn’t happened to you yet, and they can share it. That’s invaluable.”

Both Vincent and Chadwick noted that being part of a larger knowledge-sharing network allows smaller agencies to tap into expertise and solutions that might otherwise take months or longer to develop independently.

The benefits of collaboration extend beyond agencies themselves. Outside consultants, including Fleet Maintenance Consultants, Wendell Engineering, and STV, have also joined the conversation. Their perspectives on fire protection systems, facility safety, and evolving vehicle technology have enriched discussions and supported long-term planning.

For STV’s Senior Fire Protection/Plumbing Engineer, Jennifer McHale, the committee represents something exciting. “It’s a really incredible platform for sharing knowledge, especially with this newer (BEB) technology,” McHale said. “I think every bus agency in America could benefit from something like this.”

McHale added that BEBs present unique firefighting challenges, underscoring the importance of proactive planning and cross-agency coordination. “Having a safety plan and practicing it can save lives. That’s what the end goal is for all of us.”

While each agency operates under its own conditions, the committee has underscored a shared commitment: Safety first.

“There’s nothing on a bus that’s worth anybody’s life,” Vincent emphasized.

Chadwick summed up the broader impact of the committee’s work: “If you were to list your top five priorities on the maintenance side of the house, the number one issue is safety, not just for employees, but for our riders.”

For DeGrave, the value of the effort lies not only in what has been accomplished, but also in what is still to come. “We’re hitting on the surface of a lot of these major topics.

The next phase is deep-diving and understanding each other’s training, parking, storage procedures, and continuing to build continuity of operations across agencies.”

By sharing knowledge and best practices, transit agencies are demonstrating that collaboration can be one of the strongest safety tools available. While BEB technology continues to evolve, the commitment to protect professional operators, customers, and communities remains constant. That’s what truly drives this partnership forward.

CTtransit LAUNCHES LISTENING TOUR TO STRENGTHEN SAFETY AND COMMUNICATION Listening Tours promote respectful, solutionsbased conversations surrounding safety at CTtransit.

CTtransit’s newest initiative, Listening Tours, brings together executive staff and professional operators for honest conversations, aiming to build trust and advance the safety of both operators and customers.

In the close quarters of the operator breakroom, the CTtransit executive team and key safety leaders, including General Manager Thomas E. Stringer Jr., AGM of Safety & Security Christopher DeGrave, and Director of Safety & Training Laura Williams, invited professional operators to join them for an open conversation about safety.

“We want to hear from our frontline employees because we want them to know that we take safety seriously,” said General Manager Thomas E. Stringer, Jr. “These insights will help inform the decisions we make as an organization, because at the end of the day, professional operator safety and the safety of our customers is our top priority.” The Listening Tour began with a pilot at the Hartford division. Following the success of that event, the second took place at the Stamford Transportation Center, while a third is currently being planned for New Haven. At each session, the intention has been to create a safe space for professional operators to speak candidly about their day-to-day experiences. These respectful, solutions-based conversations have ranged from rule enforcement vs. education with customers to discussing items within and outside of our control.

No scripts. No speeches. Just honest dialogue.

General Manager Thomas E. Stringer Jr. (left) in conversation with two CTtransit professional operators.

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“These conversations help us better understand the challenges our professional operators face in real time, and they give us a clearer path forward. At the same time, they help our professional operators see how seriously we take our responsibility, and the steps we’re actively taking to support their safety on the road,” said Christopher DeGrave.

One professional operator, Tephanie Williams #3109, used this opportunity, in part, to promote a message of unity with the executive team: “Be by our side, stand behind us.”

“The goal of this tour is not to solve everything in one session,” said Laura Williams. “It’s about showing up, listening without defensiveness, and acknowledging our operators’ input.

We want to both listen and be heard.”

The initiative reflects a broader goal at CTtransit to establish deeper trust and collaboration between frontline staff and management. “We want to get on the same page (with leadership), that’s what we hope to see happen,” said Professional Operator Umar Jalloh #3102. The Listening Tour has proven to be an important first step, but it is only the beginning. Both the executive leadership team and professional operators recognize that open, respectful dialogue is essential for driving lasting change.

The conversations are far from over, and it is through these continued discussions that CTtransit can work toward a stronger, more collaborative future —one where every voice is heard and every concern is taken seriously.

Director of Safety & Training Laura Williams (second from left) in conversation with a CTtransit professional operator.

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Getting health screenings can help prevent and detect health issues earlier, when they’re often easier and less costly to treat. Here is some general information about health screenings. Talk with your provider about when you should begin your screenings based on your age and risk factors.

Routine Health Screenings for All Adults Blood Pressure

Diabetes

Cholesterol

Blood pressure measures the force of blood against the walls of an artery. Adults should start getting screened at age 18.

Normal range: <120 / <80 mm HG.

Diabetes is a chronic disease that affects how your body turns food into glucose. Adults age 35 or older who are overweight or obese should get screened for prediabetes and type 2 diabetes.

Normal fasting blood glucose <100mg/dl; Prediabetes 100-125 mg/dl and Diabetes 126mg/dl or higher.

Cholesterol is an important type of fat (lipid) that is made by the body. It is needed for the body to function. However, excess cholesterol in the blood can build up in blood vessels and may lead to hardening of the arteries (atherosclerosis), heart attack, and stroke. Normal total cholesterol: <150 mg/dL.

Transit on the Move is a dynamic, new interview series spotlighting transportation leaders as they share insights and innovations on the road ahead for our evolving transit landscape.

Here we have an excerpt from an interview of Bureau Chief of the Connecticut Department of Transportation, Benjamin T. Limmer, conducted by Executive Director of External Affairs Vanessa Brooks.

VB:

What are two of the biggest challenges facing Connecticut’s transportation infrastructure today, and how are you addressing them?

BL:

Great question. There are many challenges, but I like to call them opportunities for improvement. Two come to mind: the first is keeping our system in good repair.

This means ensuring that our facilities are well-maintained. That our buses and trains are modernized and/or replaced when necessary.

Regular maintenance of CTfastrak is also essential for ensuring safe and reliable transportation for our customers every day. Also, by preserving our system, we will be able to withstand significant weather activities or general resiliency efforts for our precious system.

So, that’s number one: good repair.

Number two is that the governors and the state legislature have approved the budget to support public transportation services. I feel very blessed to be working in an environment where we are supported by policymakers to pay for public transportation services. However, we have a collective issue in front of us, which extends across state governments and various industries.

A couple of years from now, we will face a fiscal situation where we may need to tighten our belts. The last thing we want to do is have to modify any services. We are conducting a variety of budgeting exercises to ensure that we can maintain the current level of services tomorrow, where they are today, but also live within the limited fiscal constraints that are looming.

To Read the Full Interview Scan This Code PAGE 22

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RAVONDA FORBES:

Leave Your Troubles at the Door For Ravonda Forbes, transit is in her blood. Her father, uncle, and aunts were all operators, and some of her earliest memories involve riding buses with them.

She recalls being just five years old when her father drove the family to South Carolina in a charter bus.

“I don’t remember what I saw, I just remember the experience of riding,” she said. “I would sit and think, I wish I could be doing this.” Little did she know that years later, she would be behind the wheel for the second-largest transit organization in New England.

Forbes describes herself as wearing “many hats” for her customers: doctor, lawyer, teacher, sister, mother.

“You don’t know the impact you might have on your customer’s life,” she said. Her first pickup is at 4:57 in the morning and she greets everyone with a hearty “good morning.” Forbes knows that she might be the first friendly face their customer will see. She may also be the last.

For her, reliability is a cornerstone of customer care. “I’ve got to be on time. What happens if that passenger needs to get to work? Imagine what they feel,” she said. That sense of empathy, putting herself in her customers’ shoes, shapes her approach.

Her faith also plays a guiding role. “Even faith the size of a mustard seed can move mountains,” she said, noting that true faith manifests in action, not just words. That means leading with kindness, patience, and respect. “It’s not what you say, it’s how you say it,” Forbes said.

But wisdom on the road also means knowing how and when to de-escalate. She recalls facing a threatening customer who tried to provoke her.

Instead of reacting, Forbes kept calm, avoided eye contact, and asked simple questions until the situation diffused. “Don’t ignite the fire,” she said.

“You have everything to lose as a driver. Customers may feel like they have nothing to lose, but we have everything.”

For new operators, her advice is straightforward: “Leave your troubles at the door.” Being a professional operator means that a collection of split-second decisions can decide what kind of day you will have. Distractions cannot get in the way. “I had to learn it; it’s not a skill that all of us are born with. It’s something that is learned, to put ice on yourself.” If it means pulling over, if it means walking around the bus, she doesn’t care how long it takes. It is critical that operators drive with a clear mind.

In every interaction, Forbes works hard to treat customers with dignity and respect, because she knows she could just as easily be in their place. “It’s the small things we take for granted,” she says. A “good morning,” a safe ride, someone looking out for you. That’s what customer service is all about. Forbes understands that. When asked how she felt about what she does, she replied, “I love it. I really do.”

Forbes also emphasizes the importance of communication in customer care. She regularly announces stops, detours, and route changes, knowing how much it can ease customer anxiety.

“People are already carrying so much on their minds. If the driver isn’t communicating, they can miss connections or appointments.” A simple announcement can make all the difference.

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OPERATOR #6091 GABRIELA ROMAN Gabriela Roman received a special commendation for her extraordinary customer service. At the end of her shift, Roman went above and beyond her duties to help a lost and disoriented elderly man, staying with him until medical personnel arrived.

OPERATOR #6142 JUWAN JONES Juwan Jones was recognized for his quick thinking and exceptional professionalism. When an agitated, non-verbal autistic child boarded his bus, Jones used his personal experience to keep the child calm and ensured the child was reunited with their grandmother with the help of the police.

OPERATOR #6096 VLADIMIR MONTINA

Vladimir Montina was recognized for his humanity and professionalism after a customer fainted on his bus. Montina went above and beyond by providing her with water, waiting with her at the bus stop until her family arrived to safely escort her home.

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OPERATOR #6161 LISA JOHNSON Lisa Johnson received a commendation for her exemplary and compassionate actions. Recognizing a disoriented elderly woman in pajamas, Johnson safely kept her on the bus and contacted authorities who were able to locate the woman’s family, ensuring she was safely reunited with her loved ones.

OPERATOR #693 RAVONDA FORBES Ravonda Forbes earned a commendation for her quick thinking and composure during a tense situation. When customers were threatened with robbery, Forbes calmly contacted dispatch, which led to the would-be robber exiting the bus and averting a potentially dangerous incident.

OPERATOR #1821 PAUL FRANCIS

Paul Francis received a commendation for his outstanding professionalism and compassion. Francis went above and beyond when an elderly customer fell, respectfully assisting her and remaining by her side until medical personnel arrived.

SUMMER DESTINATION CAMPAIGN This summer, CTtransit launched a Summer Destination social campaign, showcasing fun Connecticut locations that can be easily reached by bus. From Cove Island Park in Stamford to Elizabeth Park in Hartford, this series featured some of our favorite local spots with employee spotlights and influencerstyle videos. The campaign made it easier for residents and visitors to discover new places accessible by transit, highlighting the convenience and value of using CTtransit.

What are some of your favorite CTtransit destinations?

COVE ISLAND PARK

CONNECTICUT SCIENCE CENTER

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SAVIN ROCK PARK

ON TRACK KARTING

ELIZABETH PARK

CTtransit Enhances Service to Better Connect Customers CTtransit introduced a series of service enhancements designed to make bus travel more efficient, reliable, and better in tune with the needs of customers. The goal, says Director of Service Planning Brian McLaughlin, is simple: “We want to make sure buses are going to the places where people need them, and that we’re doing it in the most efficient way possible.”

Reliability is a key driver of these updates. Schedules are being adjusted to ensure buses can stay on time without unnecessary delays. CTtransit’s standard is to deliver customers to the last stop within five minutes of the scheduled arrival time, and the new adjustments aim to help consistently meet that mark.

Customer feedback has also played a huge part in shaping these changes. Planners regularly review That efficiency in some cases, involves reinvesting ridership data and ride the buses themselves, but resources where they make the biggest difference. McLaughlin says listening to customers is even more “We look for creative ways to reimagine the system,” important. “People don’t always think their suggestions McLaughlin explained. “Sometimes that means matter, but they do,” he said. “We take every idea a route or schedule may change, but the goal is seriously, and some feedback often turns into always to keep serving our customer’s evolving improvements down the road.” needs.”

For McLaughlin, the true success of these One example is the reconfiguration of Route 41, a enhancements comes down to making everyday service that dates back to the trolley days. Ridership trips easier. “If I can shave five minutes off a person’s has steadily shifted to CTfastrak since its launch in commute, or shorten the walk to their destination, 2015, making this the right time to restructure. The that’s a major win,” he said. One of the most exciting result is two new services, the extended Route 63 examples is the coordination of Route 450 with in Hartford and the new Route 508 in New Britain, Waterbury train schedules (especially on weekends), paired with a redesigned Route 509 that gives making day trips from Torrington to New York City more customers faster trips and new connections. accessible than ever for customers without cars. “That’s groundbreaking,” he said.

Similar improvements are being introduced across the system. In Windsor Locks, Route 24 has been streamlined to focus on linking the Windsor Locks Railroad Station and Bradley International Airport.

Narrowing the focus of the route freed up resources to increase service frequency, meaning buses will now run between the train station and the airport every 20 minutes all day on weekdays.

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SERVICE ENHANCEMENTS COMMUNICATION SOCIAL MEDIA POSTS

BUS SIGNAGE

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TESTIMONIALS:

REAL VOICES THAT INSPIRE US We received the CTpulse magazines and they are great!!!!

I love Tom Talks, the numerous articles about the staff, the graphic design award CTtransit received… that was a cool looking bus, the photos of the beautiful city of Stamford, the safety winners, (I love) recognizing mothers and fathers, employee bring your child to work day… I could go on and on.

CTpulse is a wonderful way to love the people you work with and work for.

Bob and Tina Morrell, CTpulse readers

C O N G R AT U L AT I O N S

JULY SAFETY WINNERS

NEW HAVEN

STAMFORD

Hortencia Cortes #132 Anthony Garofalo #586 Richard Osborne #724 Craig Dunston #768 Portia Harris #772 Mustapha Ait-Taleb #6047 Katherine Crespo #6049 Leslie Rosario-Resto # 6053 Breanna Holden #6088 Jose Arocho #6089 Shanna Bowyer #6095 Vladimir Montina #6096

Hugo Cervantes #2133 Marie Desir #8020

HARTFORD Marvin Chatfield #11639 Jose Ofray #11738 Mario Nieves #11697 Michelle Johnson #11847 Michael Rodriguez #13183 Landis Serrano #13131 Muhammed Hussain #13488 Garvey Grant #13182 Keanu Yepez #13292 Juston Welch #13296 Zane Chung #13194 Andrew Alfiorov #13246

Christina Gillott #13185 Sheik Mohamed #13340V Skender Shaqollari #13388 Nejaughn Ware #13392 Jeansy Taveras #13396 Maxim Indarpaul #13290 Lisa Smith #13403 Andy Copeland #13166 Steve Spencer #13458 Marcia Jones #13472 Katty Cabanillas #13492

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CONTRIBUTORS CONTRIBUTORS THOMAS E. STRINGER JR. THOMAS E. STRINGER JR. Executive Viber / General Manager KEVIN MELENDEZ KEVIN MELENDEZ Vibe Copy Editor / Assistant General Manager

Vibe Copy Editor / Assistant General Manager

GLORIA JENVILLE

Guest Viber / Administration Executive Assistant

COUNT THE ORBS CTtransit orbs are scattered throughout this magazine, did you spot them all?

The first person to correctly ID how many orbs are hiding wins a prize. Happy searching! Hint: we do not count any orbs depicted in photos.

Send your guess to: communications@cttransit.com

VANESSA P. BROOKS, MA Viber-in-Chief / Executive Director of External Affairs

Vanessa is a seasoned leader with extensive experience in marketing, communications, and community engagement.

She is dedicated to achieving measurable results and has expertise in customer experience management, public affairs, sponsorship development, and performance leadership across multiple disciplines. She is passionate about promoting sustainable transportation solutions and enhancing the overall transit experience for Hartford and surrounding communities.

Vanessa spearheads innovative marketing campaigns, formulates comprehensive communication strategies, and cultivates robust relationships with key stakeholders to support CTtransit’s mission and vision. Vanessa’s academic background includes a Master of Arts in Industrial-Organizational Psychology from the Chicago School of Professional Psychology. She is also a proud member of Alpha Kappa Alpha Sorority, Inc.

ISABELLE BROWN Head Vibes Strategist / Multimedia Manager

Isabelle is a 2020 graduate of the University of Hartford with a Bachelors in Communication with a double emphasis in Advertising & PR and Media Strategies. She began her professional journey working for a nonprofit organization specializing in paratransit, vanpools, and commuter benefits programs. Her career move to CTtransit shifted her focus from vans to buses. In her work as CTtransit’s Multimedia Manager, Isabelle is responsible for digital communications through our social media platforms and website. Isabelle loves writing, crocheting, exploring nature throughout Connecticut, coffee, and animals.

MICHAEL McKIERNAN

Art, Graphics & Vibes / Brand & Communications Manager

Michael arrives at CTtransit with over ten years of experience in Marketing and Communications. A man of many marketing “hats,” Michael’s photos have been featured in the Hartford Courant and Connecticut Magazine, and his videos have been featured on Broadway.com and Playbill.com. He was the lead designer for the Connecticut Critics Circle Awards two years in a row, and has been recognized by the Greater Hartford Arts Council for his audience-building and brand management expertise. Michael is happily married, has two wonderful kids, and one roomba.

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KENNY FACEY

Vibe Views / Videographer / Photographer

Kenny is a proud Jamaican who packed up and moved to the USA to turn his entrepreneurial dreams into reality!

By day, he's a passionate cinematographer with nearly five years of experience capturing life’s most memorable moments on film. By night (or whenever the party calls), he's spinning tunes as a DJ with his own wedding company. When not behind the camera or the decks, you’ll find him outside, fishing, playing soccer, and soaking up everything nature has to offer!

LUKA BETSEY

Designer of Vibes / Creative Services & Graphic Designer

Luka is a talented graphic designer and Hartford native, received a bachelor's degree in graphic design from Central Connecticut State University (CCSU). Luka has a passion for design and has worked in various work-study roles across several CCSU departments, developing skills in visual communication. Luka's expertise moved to LAZ Parking, where more impactful designs were created.

Passionate about aesthetics and storytelling, Luka brings innovation and love to every project. Outside of design, Luka adores Sassy, a 15-year-old cat who has been a beloved companion through the years.

CRAIG HUNTE

Vibes Specialist / PT Marketing Specialist

Craig is currently enrolled at the University of Hartford pursuing a degree in business. He has spent a lot of time working with people, whether helping students as a teacher assistant or as a customer service representative. As Vice President of his school’s business club, he helps plan events and connect members with the community. Craig is also big on baseball, hiking, and volunteering, which keep him active, adventurous, and involved with his community.

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