------------------------------------------------------------------------------ NewsBank, inc. - The Commercial Appeal - 1999 - Article with Citation ------------------------------------------------------------------------------ Headline: MATAplus surprised by federal investigation; few complain Date: December 7, 1999 Section: News Page: Edition: Final Length: 903 words Author: Shirley Downing The Commercial Appeal Index Terms: MEMPHIS TRANSPORTATION DISABLED FTA Text: Steve Shumaker and Johnny Culp navigate narrow streets and stalled traffic. They tote bags and occasionally provide emergency medical help. Often, these bus drivers are surrogate parents or amateur psychiatrists. Shumaker and Culp are among 55 MATAplus drivers who ferry disabled riders around the city. They also are discouraged to learn customer complaints about the program have led to a federal investigation. Culp, 38, a Baptist minister and retired Army mechanic, said most drivers are determined to do their best. "I love it," Culp said of the job that pays $9 an hour. "It is a service, and you feel like you are helping people." The Federal Transit Administration is investigating the MATAplus program because of continued rider complaints about late and missed buses, and other possible violations of the Americans with Disabilities Act. The investigation took the Memphis Area Transit Authority by surprise, said MATA president and general manager William Hudson. "We've only had 40 written complaints all year long," he said. He said MATA has upgraded service in recent months and met with disgruntled customers. There are new buses and more drivers whose pay has increased $1.43 an hour since summer. "I think this is as good a program as you will find anywhere in the country," said Hudson, noting MATAplus buses were on time 94 percent of the time last month. That figure is typical, he added. Hudson, however, believes many clients don't understand federal regulations that govern the program, or the complexities of providing curb-to-curb service. The program costs $2.3 million a year to operate. Riders pay $1.35 a ride, although the actual cost is about $19 a trip. The difference is subsidized by city, state and advertising revenue. Hudson said most complaints involve scheduling, with clients upset because they have to make appointments. "Some people get mad because they have to call every day," he said. Some delays are unavoidable, such as when a client's dialysis treatment runs overtime or a wreck on the interstate causes a traffic tie-up. Often, he said, drivers won't leave severely handicapped riders on a front porch if there is no one at home. So they reload the client, drive around for awhile and wait for relatives to get home, or take the rider back to MATA headquarters. Consider this example: On Nov. 30 dispatchers took requests for 638 bus trips for the next day, but 115 riders canceled. Another 30 who didn't call were logged as "no-shows" by drivers who made the appointment but found no one there. Federal law allows buses to be 30 minutes late and still be on time, Hudson said. Agency records indicate 250 trips were made at the scheduled times on Wednesday and another 204 fell within the 30-minute window. Thirty-eight trips were up to an hour late, and one trip was more than an hour late. A reporter rode MATAplus buses Thursday afternoon and Friday morning, but found none of 15 riders with complaints. The Thursday ride was scheduled by MATA officials; the one on Friday resulted when a reporter showed up and asked to take the next bus leaving the terminal. On Thursday passengers were boarding three MATAplus buses outside the Shelby Residential Vocational Services center at 3592 Knight Arnold when rider Elizabeth Mallett ran up and hugged one of the drivers. "I'm riding this bus," said Mallett in a halting voice. "I like it a whole lot of times." Shumaker waited, delayed a few minutes because one rider was to be picked up by a relative, and Shumaker didn't want to leave the man if his father didn't appear. Finally cleared to go, Shumaker pulled Bus 126 from the drive, but now he had to head along a circuitous southern route because a train blocked his regular path to the north. Among his passengers were two women in wheelchairs and a third woman who alternately smiled and cried. All those aboard praised Shumaker. "I've never had any trouble with bus service, no ma'am," said longtime client James Hudson, 53. Friday Culp pulled Bus 105 to a halt outside Florida Reynolds's home on Ayers. He tooted the horn. Inside the small brick house, Reynolds, 80, tugged on the window shade. "She lets me know she is riding today by pulling the shade down," said Culp as he strode to Reynolds' front porch. She stepped outside, leaning on a metal cane. Culp said he is not supposed to go to the rider's door to help, but "I have to live with myself at home." He carried Reynolds's large black bag, and held her arm as she inched into the bus. "I'm always ready when they come," she said. Next stop was Goodwill Industries at 2605 Chelsea, where Culp was 20 minutes early. That's when he took a few minutes to discuss his job and riders. Some are taken to doctors' appointments or department stores or bowling alleys. One elderly man - married 72 years - visits his wife daily in a nursing home. Culp said he has been cursed by some riders, blessed by others. "You meet folks that depend on us," he said. "You have got some folks who can't help themselves, and some of them make you feel special for helping them. That is why I like it." To reach reporter Shirley Downing, call 529-2387 or E-mail downing@gomemphis.com Copyright 1999 The Commercial Appeal, Memphis, TN ------------------------------------------------------------------------------