2022 Town Hall Report

Palm Tran

Town Hall Report September 2022

Striving to be the premier transportation choice in Palm Beach County.

Palm Tran Town Hall Report September 2022

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Introduction Palm Tran initially began Town Hall meetings in 2016 as a way to get the pulse of where we are as a transit agency, improve our organization and make it the best place to work. Unfortunately, we had to pause these in-person meetings due to COVID-19 until last year when we had the opportunity to bring them back.

Palm Tran hosted multiple Town Hall meetings between September and October 2022. During the Town Hall meetings, I started each meeting with a presentation of the state of Palm Tran as an agency, including ridership numbers and plans for the future. The most important part of this meeting is the segment where we listen to you. These meetings have transformed the way our organization improves as we act on many of your ideas and come up with solutions together. This was also my opportunity to thank all of you for your exceptional work during the pandemic.

As you read through this report, you’ll find that our Town Hall meetings are centered around Palm Tran’s core value of communication. We’ve designed the perfect setting for voices to be heard, ideas exchanged and action to be taken. Speaking to and personally connecting with more than 600 employees is no easy task. However, I believe it’s a worthwhile initiative to transform everyone’s individual slice of genius into a collective work of genius. That’s exactly what we’ve compiled in this report.

Yours in Transit,

Clinton B. Forbes Palm Tran Executive Director

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Palm Tran Town Hall Report September 2022

Table of Contents Questions and Comments toward: Operations..................................................................Page 4

Planning.......................................................................Page 10 Support Services.......................................................Page 14 Human Resources....................................................Page 16 Administrative Services..........................................Page 19 Office of the Executive Director.........................Page 20 Performance Management..................................Page 20 Legislative Affairs.....................................................Page 20 Appendix Town Hall Memo......................................................Page 20 Town Hall Presentation..........................................Page 22

Palm Tran Town Hall Report September 2022

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Operations

FIXED-ROUTE

1) What can be done about getting employee evaluations from supervisors? Problems are addressed through emails instead of directly to employees.

Palm Tran’s Operations and Organizational Development sections will begin training for supervisors and management to improve supervisor evaluation and training to ensure the proper process for evaluations. Evaluations should occur in person followed up with an e-mail.

2) Bus operators are concerned about the change in the new uniforms. The quality and weight of the material has changed. The uniforms feel cheaper and are too hot, especially the pants.

Palm Tran will have an opportunity to look at quality uniforms with Palm Tran’s upcoming bid after the current contact extension a year from now. Palm Tran will have a selection committee that includes all stakeholders, including bus operators.

3) When operators call in with a problem, the dispatch communicators say, “Stop the bus right there.” If it is not safe, do bus operators need to stop?

Bus operators should use their own judgment on where to stop safely. Bus operators should stop off the road if possible.

4) When passengers are picked up at Glades Health Center (HRS) in Belle Glade going east to West Palm Beach there are no bus stops until Arden. Can bus operators drop the customers off at another location?

In this specific instance of passengers wanting to be dropped off on Southern Blvd. between the Glades Health Center and Arden, operators should advise passengers to formally request State Road 80 would be considered an unsafe drop off area. When a bus operator encounters a customer making a request to be dropped off at a location, other than an authorized Palm Tran bus stop: A) It is up to the individual bus operator to make an assessment of the location where the individual is asking to be dropped off.

B)If the bus operator feels as though the area is safe for the customer to exit the bus, the operator may drop the individual off.

Items for the bus operator to consider: A) Lighting or weather conditions B) The characteristics of the drop off location: Are sidewalks present? Is there a hard smooth surface that someone can walk or navigate a mobility device safely after exiting the bus?

C) In the event they have to cross the street, is the requested drop off location near a traffic signal?

5) Why can’t Palm Tran Connection bus operators drive Palm Tran fixed-route buses to alleviate bus operator shortage?

Palm Tran Connection bus operators work for contractors MV Transit and First Transit. Bus operators for fixed-route buses are required to have a valid CDL and are not familiar with the routes in Palm Tran’s system.

6) Who selects the participation in Operator & Supervisor workshops?

The ATU and SEIU unions select participants for the Operator & Supervisor workshops. Operations managers also can select participants for the workshops.

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Palm Tran Town Hall Report September 2022

Operations 7) A bus operator stated that there are conflicts with passengers who want to ride electric bikes.

Bike racks should be stronger and the rules for boarding with a bike should be consistently communicated. Does Palm Tran have a policy on electric scooters and hoverboards?

Palm Tran’s “Ride by the Rules” policy on electric bikes has changed to allow them onboard as long as they do not obstruct the walkway. Bus operators should refer to the “Ride by the Rules” policy and use their own discretion for passengers with mobility devices that do not fall within the prescribed parameters.

8) A bus operator expresses that working with the public is difficult, especially irate and disruptive customers.

Palm Tran understands the challenges of daily operations for bus operators. If a customer becomes disruptive, please contact a supervisor for assistance. In addition, bus operators should follow their deescalation training. Palm Tran’s Organizational Development is also planning to provide ongoing deescalation training.

9) Can Palm Tran adjust the number of supervisors out at a single time due to the staffing shortage?

Palm Tran will assign supervisors based on geographical location, span of control and functionality. If you have a suggestion, please see your operations manager.

10) Manpower is an issue to provide service to our routes. Dispatch is finding it more challenging to make sure we do not have service delays with the open slots for bus operators.

Palm Tran will move to calling service delays “NOA” or “NVA” (No operator or vehicle available), as common in the industry. Palm Tran will continue to address workforce shortages with energetic recruiting tactics.

11) A bus operator would like to see better lighting as the fare boxes are hard to see at night.

The fare box screen can be adjusted in two different ways. Please note that the keypad cannot light up.

A) The driver control unit screen contrast can be adjusted to increase or decrease how dark or light the letters are by holding the green button and using the left or right arrow key (near the [1] key).

B) The driver control unit screen backlighting (brightness) can be adjusted by holding the blue button and using the up or down arrow key.

12) What should a bus operator do if a passenger flags a bus down that is not at a stop?

Passengers are required to be at a designated Palm Tran stop when the bus arrives. However, Section 7.11 of the Bus Operator Handbook states, “flexibility is allowed in stopping when warranted, provided it is done safely.” Each operator may use their own discretion to determine where to safely stop.

13) A bus operator asked if Palm Tran will look into restricting operators’ time off during critical times, such as holidays?

The union contract does have language that states Palm Tran can limit the amount of operators out at one time at management’s discretion.

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Operations

PASS-UPS 14) A bus operator is concerned about being reprimanded for customer pass-ups. The operator states some customers are distracted by their phones and run into the road to avoid being passed by the bus. Operators feel that they cannot safely stop the bus when this happens. The operator wants to know if they need to stop for customers who are distracted by their phone.

In addition, homeless people are at some bus stops, and some don’t pay their fare.

According to Palm Tran policy 7.14, bus operators must stop for all customers, even if they are distracted. Please stop to check if the customer would like to board. If there is a concern, Palm Tran will review bus video footage for accuracy. Refer to Palm Tran’s fare policy 7.07 for customers who refuse to pay their fare.

15) Is it a pass-up if passengers are waiting in trees to get shade and bus operators don’t see them?

If the passenger happens to be waiting under a tree directly adjacent to the stop, please stop for the customer. However, it is not a pass-up if a passenger is not waiting at the bus stop.

16) Is it a pass-up if you pass a homeless person waiting in a shelter? What can bus operators do when homeless people take over a bus stop?

Bus operators should stop whenever someone is waiting at a shelter. Palm Tran will collaborate with Palm Beach County Community Services to address the ongoing situation and find a solution. Please continue to make a report through your supervisor.

17) Is it considered a pass-up when a passenger is sitting at a stop, the bus stops and the passenger doesn’t get up to get in?

No, as long as there is no gesture from the passenger to stop.

PORT ST. LUCIE EXPRESS 18) When the Port St. Lucie Express launches, who will be maintaining the coach buses?

Palm Tran employees will maintain the buses. Palm Tran envisions two morning and two evening routes.

Palm Tran is also working with Port St. Lucie and Martin Counties to help provide staffing support and other logistics for the service. Palm Tran has considered additional staffing in its budgeting for the Port St. Lucie Express. Since the service will be funded by the Florida Department of Transportation (FDOT) for a pilot period of three to five years, the positions will be dependent on grant funding.

19) Will the Port St. Lucie Express accommodate Palm Tran employees who commute from Port St. Lucie by stopping at the North County facility?

Yes, Palm Tran will take into consideration this recommendation once the Port St. Lucie Express service is implemented.

20) Will Palm Tran add more supervisors ahead of the launch of the Port St. Lucie Express?

Yes, Palm Tran has considered additional staff in its budgeting for the Port St. Lucie Express. Since the service will be funded by the Florida Department of Transportation (FDOT) for a pilot period of three to five years, the positions will be dependent on grant funding.

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Palm Tran Town Hall Report September 2022

Operations

NO FARE POLICY

21) A bus operator asked if the “D” button works if it doesn’t activate with a beep.

Palm Tran’s current farebox vendor is aware of this issue and is working to address it. The “D” button works even if it doesn’t register with a beep. Please continue to follow Palm Tran’s policy and press the “D” button and let the customer ride.

22) A bus operator states that the “allow the customer to ride policy” allows other customers to get upset and start trouble due to the fare not being paid.

With the implementation of the new open payment technology, Palm Tran is ready for bus operators to enforce the fare payment policy. Please report specific incidences to the operations supervisor on duty and continue to let the customer ride. Please follow the fare policy in section 7.07 of the bus operator handbook.

CONNECTION/PARATRANSIT 23) Palm Tran Connection dispatcher stated Connection receives multiple requests for school transportation, particularly charter schools, where pickups and drops off require more time than anticipated, causing service delays. What can Palm Tran do to solve this ongoing problem?

County Administration and Palm Tran are actively discussing with the Palm Beach County School District to alleviate Paratransit’s demand for school trips.

24) Will Connection have bus operator town halls in the future?

MV and First Transit manage their operations and bus operators. Connection participates in provider safety meetings regularly. If any Connection employee would like to attend a provider safety meeting, Palm Tran would happily coordinate that through the Service Compliance Department.

25) Some customers are coming from southeast Lantana going to Jupiter with no earlier arrival time. It is very challenging to gather schedules together for this kind of trip. Also, part of the issue is that facilities do not have the customers ready. There are bus operators that do not know the dispatcher by name and to not call the dispatcher unless it’s an emergency.

Palm Tran is researching alternative ways to use Mobility on Demand, such as Uber/Lift, to assist with challenging schedules. When facilities concerns are brought to Connection management’s attention promptly, these concerns are addressed and documented on a case-by-case basis. It is part of the onboarding process for all bus operators to meet the Connection staff. Training is given to each operator when they need to reach window dispatch or a Connection dispatcher.

26) The newer Connection vehicles that fit 6 people and 2 wheelchairs (6/2) create capacity challenges. Palm Tran needs vehicles that support 8 passengers and 3 wheelchairs (8/3).

The “2015” 8/3 cutaways have reached their useful life and are in progress for retirement. A replacement plan is in place per the terms of the paratransit contract. The COVID-19 pandemic generated massive delays in producing chassis and other vehicle parts. In FY22 Connection received 32 Cutaway Turtle Top vehicles, where the price of the vehicles and components increased by 30%. Palm Tran is waiting for the new FDOT TRIPS contract to come out to see what new vehicles will be offered. There are plans to procure more 8/3 cutaway vehicles if and when available.

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Operations

27) A reservation agent suggested that an overtime sign-up sheet be created because agents are forced to work on holidays even if it is their scheduled day off.

The Palm Tran Connection Reservation department is a primary function of daily operation where schedules are provided in advance. An agent will have to work on holiday days based on the needs of the department and the day of the week the Holiday falls under. For example, if the Holiday falls on a Monday and the regular schedule, the agent works; in this case, the agent is scheduled to work. It is not a practice of Palm Tran to force any employee to work overtime or on a holiday if the date falls under the regular day off of any employee.

28) Can the expiration date on the ADA card be a different color?

In the future, Palm Tran plans to utilize the Paradise Pass for ADA cards, which will remove the operator from needing to press a button on the farebox or directly interact with the customer.

29) A dispatcher stated that they received a call concerning an elderly customer whose trip took a long time for the customer to be dropped off. The caller was so upset that a reference was made to alert local media outlets about the situation. Is there a way Connection can prioritize transporting the elderly so they do not have to wait in the van for an extended time?

Trip priority is not an option for any Paratransit user, as stated by the FTA ADA Circular. The Palm Tran Connection service is “comparable” to the fixed route, except that this is a door-to-door service.

GO GLADES 30) Are more buses being added to the Go Glades fleet?

Not at this time. Service and vehicle expansion is set by funding and service level demands.

MAINTENANCE 31) The maintenance department has concerns about not having enough uniforms, especially for extra shifts or holidays.

Palm Tran is aware of this concern and will take stock to see how many more uniforms need to be ordered for maintenance and utility workers. Palm Tran’s leadership will also speak to vendors about employee uniform needs.

32) A Utility Worker asked that South County Bus Operators pull their buses to the white line when returning from service.

A Maintenance Supervisor will be outside during pull in to try and ensure this is being done. Palm Tran is procuring a sign for the drivers to see and will be installed by August 2023.

33) Completing the “Operators’ Pre-Trip and Post-Trip Inspection Report/Palm Beach County Communications Service Request” A Maintenance Technician requested that Bus Operators provide as much detail as possible when completing the Operators’ Pre-Trip and Post-Trip Inspection Report/Palm Beach County Communications Service Request so that the problem and/or issue can be properly resolved.

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Operations

Palm Tran is currently in discussions with both ATU and SEIU employee unions on a new Pre-Post Trip Inspection process. The anticipated rollout of this is mid-summer 2023, this new process should aid in addressing this concern.

34) A Bus Operator stated that the volume button is not loud enough when communicating with the dispatch communicators which presents an issue should there be an emergency.

Palm Tran’s new electronic technicians are actively working to calibrate Palm Tran’s equipment. If an operator encounters any concern about the functionality of equipment, please make a note of it on your Pre/Post-Trip inspection form.

35) Everyone has been trained on the Ticket Vending Machines (TVM). Can Maintenance have a key to train and practice on the machines?

Maintenance supervisors and/or managers have been provided keys to maintain and repair the TVM machines.

36) A bus operator stated that sometimes fluids are found on the bus, possibly bodily fluids.

What should an operator do if they encounter this?

The bus operator should notify dispatch and maintenance will respond with a different bus. Palm Tran is exploring contractual assistance for the sanitization of blood-born pathogens.

SAFETY 37) A Bus Operator stated that passengers are not removing their children from their strollers while the bus is in motion.

Bus operators should advise the customer of the safety concern. Palm Tran is evaluating the use of on-demand bus announcements to add an announcement related to strollers.

38) A bus operator stated there is a safety issue with mirrors shaking on the bus. The operator also states that supervisors ignored his complaint.

Please continue to report each safety issue. If the concern is not addressed after filling out the Pre/ Post-Trip Inspection Form, report the safety issue to the Safety Manager. If the concern continues, report it directly to Mr. Forbes. If the bus is not safe to drive, the operator should pull the bus over.

39) A bus operator wanted to know the status of Palm Tran having transit police onboard during service?

Palm Tran explored this suggestion and it was cost prohibitive.

40) If a customer has soiled themselves, must the driver let them ride the bus?

For the safety of bus operators and passengers, operators have the right to deny service for anyone with soiled clothing or whose poor hygiene is disruptive or dangerous to others. Please remember to obtain proper dispatch approval and write an incident report as stated in the operator handbook.

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Planning 1) Palm Tran used to have route 40 meet with a 7:55 a.m. route, then it left. Can the 7:55 a.m. route come back? Palm Tran had lots of riders at that time. Some riders will try to use Go Glades to get to route 40, but there’s no connection at 7:55 a.m.

An additional trip has been added since the service changes starting January 15, 2023.

2) Planning needs to work with Dispatch at least once a month, especially at critical times (pullout, 12 p.m. - 2 p.m.). The routes have straight runs that are 8 hour and 6 hour drive times which makes it tough to pull runs together for pickup work. Palm Tran should adhere to the 12 hour drive times.

Palm Tran’s service planning section visited both south county and north county dispatch areas to discuss how runs are made and the constraints caused due to the labor shortage. In addition, this issue was discussed at the service change feedback forum. All garages have also been equipped with feedback boxes for physical paper suggestions and QR code for digital suggestions. All supervisors were provided an opportunity to sign up for the feedback forums if their schedule allowed. In case of a schedule conflict, a digital link has been provided to voice their concerns and suggestions. The issue cannot be fully addressed until the workforce shortages are addressed.

3) Can Palm Tran add Sunday service to Route 81? There are often people standing at Route 81’s bus stops on Sundays or holidays who are unaware that the 81 does not have service.

Palm Tran’s long term vision includes Sunday service on all routes. As funding sources and the need for additional labor is addressed, the change can be implemented.

4) When will bus operators be able to pull out fixed-route buses out of large shopping complexes, such as Lakes of Delray?

Palm Tran is contractually bound to provide service in Lakes of Delray. RPM 2.0 will address the concerns related to circular movement of larger fixed route buses. Phase 1 of this project is targeted for the end of 2023.

5) A bus operator states construction on Banyan St. is terrible.

Palm Tran’s safety team has reviewed the stops on Banyan St. The construction has since been completed and the stops restored.

6) A bus operator states that the bus stop on Yamato Rd. is away from the shelter and cannot be used yet.

Palm Tran’s Planning Section is working with the City of Boca municipal services department to move all inactive shelters to active bus stops. According to the City of Boca, these shelters are still being utilized by the City’s community shuttle service. Removing them would not be feasible. Palm Tran is placing signage at these specific stops indicating that they are not Palm Tran bus stops.

7) A bus operator states that a bus stop on Route 61 on Cresthaven Blvd. is a safety hazard. The stop is too steep for seniors and not ADA compliant.

The ADA transition plan will address this issue. Phase 1 is expected to begin in summer 2023. The project will take several years as municipal cooperation, permitting and construction is required. If an operator sees a safety hazard at a stop, please report it and submit a form for improvement.

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Palm Tran Town Hall Report September 2022

Planning 8) A bus operator is asking for construction updates for better routes.

Palm Tran will communicate route information through Avail messaging as was agreed upon in the labor management meeting. All detours shorter than 4 days are addressed by the operations department. All long term detours received by Palm Tran’s planning section are created and communicated via the Avail Messaging system.

9) A bus operator is concerned for the safety of drivers on Route 33 at Okeechobee and Military Trail. The operator states there are no lights and operators who work late shifts are scared to open doors.

Palm Tran will address lights at bus stops with the Bus Shelter and Stop Improvement Plan. The Plan will place solar lighting at bus stops as soon as winter 2024.

10) A bus operator is asking for better ways to be able to use the restroom and eat.

The ATU and SEIU forums are used to address and identify the types of issues described. Please report a specific route and time for Palm Tran’s Planning Section to investigate further. A relief location survey was sent out to all operators and the paddle boards were updated to display restroom locations.

11) A bus operator is concerned that some passengers are passed up at night because of poor lighting at bus stops.

The bus shelter improvement and infrastructure project will address this challenge. Construction for this project is targeted for the winter of 2024.

12) Are the old bus benches going to be removed?

Yes, the Palm Tran bus shelter improvement and infrastructure project will replace existing infrastructure.

13) Can bus bag covers for stops that have been eliminated be changed from black to red or yellow so that they can be more visible at night?

Palm Tran has purchased yellow bags to cover eliminated stops and are now being used.

14) Why are bus operators not involved with planning the bus routes? Not all operators are ATU or SEIU union members. The operator is concerned that the computer time is not realistic because of delays and that route reports are overlooked.

All bus operators were contacted via text message to provide an opportunity to participate in the planning feedback forums. Operators can also fill out comment cards and submit them to Palm Tran’s Planning section. Additionally, all garages have a route chart on easel where operators hand write their feedback.

15) A bus operator states that bus arrival and departure times are not in sync with each other during the line-up at Intermodal for Routes 40, 43, and 62. Can the Planning section review these schedules?

Services changes were implemented on January 15, 2023, to shift trips and improve bus pulse.

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Planning 16) A bus operator states that some yellow reflectors are missing and trees are covering the bus stop signs.

Bus operators should report any issues with bus stops to the Planning section with detailed information.

All reports are investigated and addressed.

17) A bus operator states that the bus stop on Route 63 in Hypoluxo that is right by the railroad track is unsafe.

A safety review that was conducted on Route 63 at bus stop #173 determined that this stop is not a safety concern. The bus stop is on the public sidewalk and the track and stop are divided by a chain link fence that runs parallel to the tracks. If an operator has a safety concern for a bus stop, please make a detailed report to submit to the Planning section.

18) A bus operator states that a bus stop on Electronics Way and 25th Street is not safe. Can the stop be moved?

Facilities and Planning will develop a Request for Project Assignment (RFPA) for Palm Beach County Facilities to move the ADA landing pads. The safety team has reviewed the proposed stops and agrees with the relocation.

19) A bus operator states that the bus stop at Tri-Rail to the outlet Mall is unsafe.

Please provide a stop location or number for further investigation. Operators should add their comment on a bus stop comment form and report it. Operators can also submit their feedback digitally by scanning the QR codes in the operator rooms.

20) A bus operator states that the bus stops on Route 33 at Blue Heron and Silver Beach are not ADA accessible.

The ADA transition plan will address this issue. Phase 1 is expected to begin in winter 2024.

21) A bus operator had the following suggestions. 1.) Palm Tran should place a reflective sticker on the bus stop signs that has a QR code with real-time bus information. 2.) Palm Tran should add a button for the customer to push at bus shelters that will activate a light so that the bus operator will be alerted that someone is at the stop. Once the bus passes, GPS technology can turn the light off after the customer has been picked up. 3.) Palm Tran should add a call box to each bus stop that riders can dial customer service directly.

Yes, Palm Tran’s planning section will consider all comments and suggestions regarding bus stop improvements in the its future improvement plans. The new design will be implemented during the bus stop shelter upgrade and infrastructure project. Palm Tran will not be adding call boxes at the bus stops as they are not cost feasible.

22) Can Palm Tran place quick to commend QR codes put in new bus shelters?

Palm Tran will include this suggestion during the new bus stop improvement plan.

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Palm Tran Town Hall Report September 2022

Planning 23) Is there any new information on the priority transit signal project?

Transit Signal Priority on US1 is expected to be ready for implementation in summer 2024. The Request for Proposal (RFP) will be advertised in summer 2023 and the installation of equipment can take up to a year.

24) What is being done about route 40 on Military Trail & Southern Blvd.?

Palm Tran has added peak hour running time to the service changes starting in January 15, 2023.

More changes will be introduced during the service changes in May 2023.

25) Can Palm Tran make bus stops more visible?

Yes, bus stop signs will be changed with the implementation of the bus stop shelter improvement and infrastructure upgrade project. If an operator sees a bus stop issue, please report it to Palm Tran’s planning section.

26) Will Palm Tran expand service till 12 a.m.?

The current demand does not warrant a span extension.

27) Can we have an additional bus where the fixed route meets the Go Glades service area on Route 40 after 10:30 p.m.?

Adding span to all routes will require more operators and funding. Expanding the service span to include more late-night coverage was identified in the Transit Development Plan but with the ongoing operator shortage, it is currently not feasible. Palm Tran is currently exploring service concepts like Miami-Dade’s Go Nightly service where late night trips can be performed using transportation networking companies to increase system efficiency.

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Support Services 1) Palm Tran has many Creole-speaking riders, but not many staff to handle their immediate questions. Can Palm Tran put a bus announcement in language to have them call a direct Creolespeaking employee?

Palm Tran’s Customer Service phone line allows the customer an option to choose Spanish and/or Creole. Palm Tran is looking into technology to enable customers to communicate across different languages in real-time.

2) Has the air compressor located in South County been repaired?

Yes, it was repaired prior to the Town Hall on September 10, 2022.

3) An employee noticed a security concern in the South County building; employees are able to gain entrance into the supervisor areas.

Palm Tran asks that each employee be vigilant and have situational awareness. Please be aware of individuals following behind you when accessing secured doors. Beginning March 2023, Palm Tran has locked doors to all facilities and requires employees to gain access to Palm Tran facilities with their employee ID badge.

4) Can the South County guard shack be moved toward the road to have more control of who comes into our area?

Palm Tran researched the feasibility of moving the guard shack and deemed this was not feasible as the road belongs to the City of Delray Beach and it would cut off access to local businesses. Security has implemented new tactics to ensure control and safety of Palm Tran’s facility.

5) An employee stated the air conditioning is not functioning in the North County break room.

Palm Tran requested an HVAC mechanic to visit the site. The HVAC mechanic reported two inoperable compressors. One compressor has been replaced, and the other is on order.

6) A maintenance employee stated there were issues with the section’s computers.

Palm Tran’s IT section replaced all Maintenance Technician laptops with new Dell ruggedized laptops in December 2022.

7) A bus operator states they do not know where customers can purchase a Paradise Pass.

The list of locations that customers can purchase a Paradise Pass are listed on Palm Tran’s website and printed in the Rider’s Guidebook. Customers can also download the Paradise Pass app or visit myparadisepass.com to digitally add funds to their account.

8) A utility worker suggested that Palm Tran play bus audio announcements stating Palm Tran’s no eating or drinking policy because passengers leave behind a lot of garbage.

Yes, Palm Tran has included this suggestion as an on-demand announcement for operators to activate as needed. Palm Tran’s no eating and drinking onboard policy is also stated in the rider’s guidebook and is installed in all buses on interior cards.

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Palm Tran Town Hall Report September 2022

Support Services 9) A bus operator requested that an ice machine be installed in South County.

This request was deemed redundant on the grounds that a refrigerator is available for operators and a ice machine is available in the maintenance facility.

10) A Connection employee suggested that Palm Tran help clients find where they are going with a better map.

Reservationists are using Google maps; however, Palm Tran is talking to Trapeze now about new updates to create a better user experience. Palm Tran’s new PASSWeb online customer booking portal uses Google Maps for geolocating and address lookup. Palm Tran is working with Trapeze to both improve the maps in our back end trip booking system and on the operator’s mobile data terminals.

11) A Connection employee suggested that a video be made to assist with the eligibility process.

Palm Tran will create a video with steps on the eligibility process and how to use Passweb by August 2023.

12) Can Palm Tran communicate about maintenance updates, such as electric doors, lights, and water dispensers? Palm Tran also has equipment that is old and needs to be replaced. Who is responsible for tracking end of life use?

Palm Tran will be scheduling Maintenance Forums in the near future to address these concerns. Palm Tran will also communicate the progress of ticket items with all stakeholders.

13) A bus operator has concerns with the air conditioner at Palm Tran facilities.

Palm Tran has a facilities and security section that can coordinate a response to any facilities or security concern. Please submit a ticket to the facilities help desk at ptrnfs27.pbcgov.org/help desk/.

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Human Resources 1) A reservationist for Go Glades stated that they work 12 hours a day, by choice. She would like to see more help as the call volume is high and thinks there needs to be proper training for those people who help.

Organization Development will work with Paratransit Managers to determine what training is needed and assist in providing that resource.

2) The eligibility staff is at the same staffing levels; however, the calls and workload has significantly increased to about 2,000 calls a day. The eligibility team would need five more generalists to help offset the workload.

Additional positions will be added subject to approval by the Board of County Commissioners. The budget for Fiscal Year 2024 is currently under review. Temporary employees have been added.

3) An employee would like to see Palm Tran invest in employees with more training.

Palm Tran’s Human Resources Organizational Development team will facilitate training throughout the year. Human Resources will also have managers available at the Connection building two times to four times per month.

4) Due to our staff shortage, can Palm Tran show appreciation for employees, especially our 2nd and 3rd shifts?

Yes, Palm Tran is planning to show appreciation for employees. This request will be submitted to our Recognition PT-Stat team to come up with appreciation ideas.

5) During the COVID-19 pandemic, Palm Tran recognized other departments, but not maintenance.

During November 2022, Palm Tran hosted a maintenance employee recognition luncheon at North County. Another recognition is planned for South County later in 2023.

6) Palm Tran needs more consistency with training due to turnover. Would it be possible to record training sessions since employees don’t have time to read?

Yes, Human Resources will record sessions in Palm Tran’s main board room.

7) Palm Tran needs a dedicated Connection trainer for Trapeze, ADA procedures, etc.

Organizational Development is working with Paratransit Management to determine what training is needed and to coordinate the trainings. Palm Tran will ensure training is implemented.

8) Will Palm Tran or Palm Beach County have a Telework Policy?

The County is working on a telework policy.

9) Can Palm Tran employees keep Cigna healthcare?

United Health Insurance won the solicitation and the County switched over in January 2023. United Health Insurance and Cigna both provide similar services.

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Palm Tran Town Hall Report September 2022

Human Resources 10) Can Palm Tran present plaques to employees to honor years of service?

Palm Tran presented plaques and certificates to employees who reached milestone years of service at the 2022 Employee Holiday Recognition Event.

11) An employee has a concern that there are not enough technicians.

Palm Tran has recruited vacancies for technicians with two to three left to be filled. Palm Tran will continue to post job openings at colleges, mechanical schools, Indeed.com and other places where Palm Tran can recruit staff.

12) A mechanic feels there is no upward mobility at Palm Tran. He states he was turned down for a technician position and body shop position. The mechanic would like to see Palm Tran focus on training and promoting from within the organization.

Palm Tran’s Human Resources Organizational Development section provides training for all employees and can meet with the employee for professional development training and upward mobility. To schedule a meeting, please contact Dr. Teresa Johnson at tjohnson3@pbcgov.org or call (561) 2741170.

13) A utility worker feels there are no advancement opportunities at Palm Tran. Why won’t Palm Tran train him for a different position instead of hiring someone from outside the company?

Organizational Development is working with ATU leadership to form an apprenticeship program that will provide opportunities for interested candidates to receive on the job training.

14) Will Palm Tran receive more road supervisors?

Adding additional road supervisors is unbudgeted for the current fiscal year.

15) When will Palm Tran do CDL training?

Palm Tran has begun to train for CDL. with the first pilot class taking place July 2022.

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Administrative Services 1) Does the Paradise Pass or any fare technology apply to Connection?

Palm Tran has ordered fare box readers for Go Glades. Palm Tran Connection plans to use Easy Wallet for Paratransit services.

2) An employee requests that the requisition process be changed by putting procurement at the forefront of the process. The current process may give potential vendors an unfair advantage as the project manager could be sharing proprietary information in the scope of work.

This concern seems to have been derived from an isolated circumstance. Various procuring policies defined by federal, state, and local laws affect the above research process; they are important to creating well defined specifications, or scope of work and services, or statement of work before submitting a Palm Tran requisition to the Fiscal section for validation of funding. Palm Tran’s project managers should know that the Procurement Team is available to assist and provide guidance, at all times, with the procuring process.

3) Can Palm Tran look into other vendors who are not currently contracted with for equipment?

Palm Tran is struggling to purchase some necessary items to keep the buses running.

Palm Tran follows the contracts that the County has in place; however, there are options. Palm Tran can look into getting emergency contracts. Much of the equipment shortage is worldwide due to the pandemic, so that could be the reason Palm Tran is experiencing challenges relating to supplies.

4) Can Palm Tran bring back the option for customers to pay with a $5 cash fare?

Palm Tran has discontinued the option for customers to pay with a $5 cash fare as the farebox will not produce change or a one-day pass. In addition, Palm Tran’s strategy is to guide customers away from cash and towards the Paradise Pass.

5) Can Palm Tran’s fare system be designed to accept Debit and Credit Cards?

In January 2023, Palm Tran implemented the option for customers to pay the full fare with debit and credit cards (like Visa, Mastercard and Discover) with the wireless symbol. American Express is not currently accepted.

6) Can Palm Tran look into providing the new Loxahatchee Community and Seminole Ridge with a small bus?

Great suggestion. This type of circulating service requires a partnership with Palm Tran and the municipalities. The partnership would consist of Palm Tran providing the capital for the service and the Municipality being financially responsible for the operational expenses.

7) Can the information for the new fare system and reduced fare rate be emailed rather than having people come in-person into the office?

Thank you for your suggestion. Palm Tran will look into different ways to provide information about the fare system that is more accessible and convenient.

8) Can a passenger buy a 1-Day Pass with the Paradise pass?

Yes, passengers can buy a limited use 1-day, 7-day and 31-day Paradise Pass from Paradise Pass Kiosks, County Libraries, the Connection office and Intermodal. Passes cannot be bought on the bus.

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Palm Tran Town Hall Report September 2022

Office of the Executive Director

1) There is a request for Mr. Forbes to visit the Connection office regularly.

Mr. Forbes has a management style where he is available for all staff. He regularly visits all five Palm Tran facilities and will increase his presence at the Connection office. The Town Hall is designed to be a forum in which to engage employee concerns.

2) A bus operator suggests that Palm Tran create a $500 incentive bonus for bus operators that are accident free for one year.

Thank you for your suggestion. Safety is Palm Tran’s top priority and this appears to be a good incentive. Palm Tran kindly requests that operators work through their union leadership to discuss incentive bonuses at union negotiations.

3) Palm Tran has lost many to COVID. Can employees have a direct liaison for those families who have lost loved ones above the EAP service? Possibly a non-denominational preacher?

Mr. Forbes is in discussion with Mr. Mattingly on how this can be accommodated with ATU counselors.

Performance Management 1) Meetings such as the PT-Stat forum would be better as webex for our team members that are on the phones (Customer Service, Reservations, etc).

This is a great suggestion. Palm Tran is planning to have future PT-Stat forums open to all employees in a hybrid format by summer 2023.

2) Connection projects/accomplishments are not highlighted in the Town Hall PowerPoint.

Thank you for this observation. COVID participation (food delivery, etc.), hurricane emergency response, Go Glades, RFP and obtaining wheelchairs have been added.

Legislative Affairs 1) Can Palm Tran invite the County Commissioners to ride our buses two times a month so they understand the service we provide to the public? Perhaps the Commissioners can ride along with a road supervisor too?

Great suggestion. County Commissioners have the utmost respect for your public service. Palm Tran has had County Administrator Verdenia C. Baker ride the bus with Mr. Forbes and Palm Tran will extend an invitation to the Board of County Commissioners to ride our system.

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Palm Tran Town Hall Report September 2022

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Town Hall Meetings FY 2022 – September 2022

To provide access to opportunity for everyone; safely, efficiently and courteously

1

Agenda Palm Tran’s Monthly Safety Message

Back to School Safety Palm Tran’s Overview

Highlights across the organization Town Hall - Open Conversation

We want to hear from you!

FY 2022 Town Hall Meetings

24

2

Palm Tran Town Hall Report September 2022

I ride because…

Why are we here?

FY 2022 Town Hall Meetings

4

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Palm Tran’s Overview

Updates and Highlights from across the organization

Clinton B. Forbes Executive Director, Palm Tran

FY 2022 Town Hall Meetings

5

Palm Tran’s Leadership

Introduction to the Executive Leadership Team (ELT)

6

FY 2022 Town Hall Meetings

26

Palm Tran Town Hall Report September 2022

6

Departmental Updates Highlights across the organization

7

FY 2022 Town Hall Meetings

7

COVID-19 Response Mitigating Measures

FY 2022 Town Hall Meetings

Personal Protective Equipment

On-Route Cleaning

Bus Operator “Office Door”

Temperature Testing Health Screening

Rear-Door Boarding Suspended Fares

Mask Requirement Limited Seating

Palm Tran Town Hall Report September 2022

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27

De-Escalation and Conflict Resolution Strengthening our toolbox

Leadership Training De-Escalation and Conflict Resolution Coaching for Performance FY 2022 Town Hall Meetings

9

COVID-19 Response Honoring Our Heroes

A Hero’s Journey

FY 2022 Town Hall Meetings

28

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Palm Tran Town Hall Report September 2022

Palm Tran New Headquarters Facility tours coming soon!

Super spreader event “The day I contracted COVID-19, as well as 22 others”

FY 2022 Town Hall Meetings

11

Paradise Pass

An easier way to pay is here

Fare Technology Upgrade – Implemented on November 14, 2021 FY 2022 Town Hall Meetings

12

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Supervisor & Operator Workshops

FY 2022 Town Hall Meetings

13

Improving Frequency Recovering Ridership

166

261

ROUTE 30 (JAN-JULY 2021 VS 2022) AVERAGE DAILY BOARDINGS

57% Increase 2021

2022

1399

1142

ROUTE 43 (JAN-JULY 2021 VS 2022) AVERAGE DAILY BOARDINGS

23% Increase 2021

2022

14

FY 2022 Town Hall Meetings

30

Palm Tran Town Hall Report September 2022

Transit Electronics Systems Technicians New in-house expertise

FY 2022 Town Hall Meetings

15

Transit Development Plan (TDP) Accelerate 2031

FY 2022 Town Hall Meetings

16

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31

Bus Shelter and Stop Improvement Program Bus Stop Of The Future

FY 2022 Town Hall Meetings

17

Zero Emission Transition Plan Battery Electric Buses Coming Soon

Fleet electrification strategy

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Palm Tran Connection

Eligibility: In-Person Assessment Plan New Clients Registered by Month 450 400

428

394 355 367

350 300

318

250 200 150 100

383

395 321

367 209

196 169 163 163

164

196 183 187 156 154 112

97

129

64

50 0

FY 2022 Town Hall Meetings

19

Go Glades

On-demand service providing access to opportunity in the Glades

FY 2022 Town Hall Meetings

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Service Performance GO GLADES RIDERSHIP 9,000 CY21: 70,270

8,000

7,819

CY20: 55,656

7,000 CY19: 46,581

6,000 5,000 4,000 3,000

Highest Ridership Reported in June 2022

2,000 COVID-19

1,000

-

677

Uniforms

Professionals at work

FY 2022 Town Hall Meetings

34

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Palm Tran Town Hall Report September 2022

Uniforms

Professionals at work

FY 2022 Town Hall Meetings

23

Open Enrollment Treasure your health

FY 2022 Town Hall Meetings

24

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2022 United Way Campaign Giving back to our community

25

Awards

FY 2021 - 2022

FY 2022 Town Hall Meetings

36

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Palm Tran Town Hall Report September 2022

Palm Tran’s Overview

Highlights across the organization Other Updates 1. Dedicated source of funding 2. North County capital improvements 3. Trapeze Updates 4. Upward mobility/vacant positions 5. Invitation to PT-Stat 6. Connection teleworking 7. Traffic Signal Priority (TSP) 8. Port St. Lucie Express 9. RPM 2.0

FY 2022 Town Hall Meetings

27

To provide access to opportunity for everyone; safely, efficiently, and courteously.

Mission

FY 2022 Town Hall Meetings

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Town Hall - Open Conversation We want to hear from you!

To provide access to opportunity for everyone; safely, efficiently and courteously

29

To provide access to opportunity for everyone; safely, efficiently and courteously

Thank you!

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Palm Tran Town Hall Report September 2022

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OUR MISSION To provide access to opportunity for everyone; safely efficiently and courteously.

OUR CORE VALUES INTEGRITY Honesty and transparency

RESPECT Respecting each other and our customers

RECOGNITION Recognizing a job well done

COMMUNICATION Working together in unison

TEAMWORK Working together in unison

SAFETY Everyone’s responsibility

OUR VISION To be the premier transportation choice in 39 TranCounty.

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Palm Tran Town Hall Report September 2022