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.

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.

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.

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.

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.