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9Fiscal Year 2008-2009Another Point of ViewDelivering Service with a New PerspectiveAccess Services Annual Report1


Throughout thisyear’s report,we featureimages fromour CustomerPerceptionProject, profiledon page 18.MissionAccess Services promotesaccess to all modes oftransportation and providesquality and safe ADAparatransit service on behalfof public transit agencies inLos Angeles County.VisionAccess Services servesthe community as theleader in promotingaccessible and innovativetransportation solutions.We accomplish this vision by:> Providing quality, efficient,safe and dependable ADAparatransit service.> Leading the national dialogueas an advocate for universalaccess to transportation.> Partnering with otherentities to secure alternatefunding sources andlegislation that expandstransportation options.2 3


Executive Director’s MessageShelly Lyons VerrinderExecutive DirectorIt has been a great year for both Access Services andits customers!First and foremost, our transportation service providersexperienced remarkable improvements, deliveringexceptional service that exceeded every performancestandard. For instance, even though Access carried 9.80%more passengers than last year, we finished the year witha record-breaking system wide on-time performance of91.39%. And on the financial front, Access has kept a keeneye on the bottom line in spite of spiraling fuel costs. With anannual budget of $92.8 million, the agency actually finishedthe year with a surplus of $34,517.Great things were accomplished this past year as a directresult of the close collaboration between Access Servicesstakeholders as well. The Board of Directors, the CommunityAdvisory Committee, the Transportation ProfessionalsAdvisory Committee, the transportation service providersand most notably our customers worked together toimplement a number of distinctly client-focused programs.As you will read in this report, thispast year has truly been aboutseeing and analyzing our servicefrom the customer’s perspective.It was an enlightening journey forall of us here at Access — and onewell worth taking.Following more than ten years of dedicated service, much ofwhich was spent as Treasurer to the Access Services Board ofDirectors, Jan Heidt retired in June 2009. Ms. Heidt thrivedthrough the best and worst of times at Access, and she has beeninstrumental in shaping Access Services into the outstandingADA paratransit provider it is today. I would like to personallythank Jan for her years of commitment. Hers is a presence onthe Board that will be truly missed.Access Board member Hugh Hallenberg moved from theBoard of Directors to the Community Advisory Committee thispast year. For nearly a decade, Mr. Hallenberg has earned therespect of stakeholders by remaining active in issues at theheart of Access Services. With his sincere and ever-presentdesire to fairly represent persons with disabilities, Hugh hasalways been ready and willing to get involved. The AccessCommunity Advisory Committee is certainly lucky to havehis insight, counsel and leadership.A resounding thank you to everyone for being a part of thisrecord-breaking year at Access Services.Shelly Lyons VerrinderExecutive Director4 5


09Access Services Board of DirectorsTransportation Professionals Advisory Committee (TPAC)Doran J. BarnesChairFoothill Transit,Los AngelesMunicipal OperatorsDolores NasonVice ChairDisabled Resources CenterJoyce RooneySecretaryCity of West Hollywood,Local FixedRoute OperatorsJanice HeidtTreasurerCity SelectionCommittee CorridorTransportation RepresentativesHugh HallenbergLos Angeles CountyIndependent Living CentersJano BaghdanianCity of Glendale,Local Fixed Route OperatorsMichael GreenwoodLos Angeles CountyMetropolitan TransportationAuthority (Metro)Teddie-Joy RemhildLos Angeles CountyCommission on DisabilitiesTheresa De VeraCity of Los AngelesMayor’s OfficeShawn SolomonEx-OfficioChair, Community AdvisoryCommittee (CAC)Joseph StitcherEx-OfficioChair, TransportationProfessionals AdvisoryCommittee (TPAC)James JonesAccess ServicesLegal CounselJones & Lester, LLPJoseph StitcherChairSanta Monica’s Big Blue BusJesse ValdezVice ChairEastern Los AngelesRegional CenterGracie A. DavisOrange CountyTransportation AuthorityJohn FongCity of Los Angeles,Department ofTransportationCommunity Advisory Committee (CAC)Shawn SolomonChairTommy JohnsonVice ChairGloria BroderickSecond Vice ChairKathryn EngelCity of GlendaleShirley HsiaoLong Beach TransitWilliam GarciaBeach Cities TransitMatthew GleasonSouthern CaliforniaAssociation of GovernmentsAmelia JenningsCity of DowneyDennis KobataTorrance TransitTed AndersonMichael Anthony ArrigoKurt BaldwinMichael ConradTina Foa FoaMary GriffiethJames HarrisJames HoganGary JansenHellen JohnsonKevin McDonaldFoothill TransitJose MedranoMontebello Bus LinesGraham RidleyCity of NorwalkGeorge L. SparksPomona ValleyTransportation AuthorityWayne WassellLos Angeles CountyMetropolitan TransportationAuthority (Metro)Frances KitrellTerri LantzVeronica MartinezRay Louis McKeeverIsa-Kae MeksinGay ParrishHarley RubensteinKen SchwartzAdinah SolomonMichael Williams6 7


9Access Services Member AgenciesSuperior Service Award Recipients1 Antelope ValleyTransit Authority2 Beach Cities Transit3 City of Alhambra4 City of Baldwin Park5 City of Bell Gardens6 City of Bellflower7 City of Burbank8 City of Calabasas9 City of Carson10 City of Cerritos11 City of Claremont12 City of Commerce13 City of Compton14 City of Cudahy15 City of Downey33 City of Whittier34 Culver CityBus35 Foothill Transit36 Gardena MunicipalBus Lines37 Long Beach Transit38 Los Angeles City Departmentof Transportation39 Los Angeles County Departmentof Public Works40 Los Angeles County MetropolitanTransportation Authority (Metro)41 Montebello Bus Lines42 Norwalk Transit43 Palos Verdes PeninsulaTransit Authority44 Santa Clarita TransitJuly 2008Manuel GarciaBack-up DriverMV TransportationAugust 2008Elaine DiasTrainerMV TransportationSeptember 2008Matthew LlamasDriverMV TransportationFebruary 2009Sylvia AbricaDriver and Call TakerGlobal Paratransit, Inc. (GPI)May 2009Stephanie RogersDriver and Call TakerGlobal Paratransit, Inc. (GPI)June 2009Juan GarciaDriverMV TransportationAccess Services ContractService ProvidersNorthern RegionNader RaydanGeneral ManagerMV Transportation (MVT)Eastern RegionStacey MurphyGeneral ManagerSan Gabriel Transit (SGT)16 City of Duarte17 City of El Monte18 City of Glendale19 City of Huntington Park20 City of Inglewood21 City of La Cañada/Flintridge45 Santa Monica’s Big Blue Bus46 Torrance TransitWest/Central RegionScott ManchanGeneral ManagerCalifornia Transit, Inc. (CTI)Southern RegionLee HabibiGeneral ManagerGlobal Paratransit, Inc. (GPI)22 City of Lawndale23 City of Lynwood24 City of Monterey Park25 City of ParamountSanta Clarita RegionAdrian AguilarGeneral ManagerSanta Clarita Transit (SCT)26 City of Pasadena27 City of Rosemead28 City of Santa Fe Springs29 City of Sierra MadreAntelope Valley RegionJolene JuddGeneral ManagerSouthland Transit, Inc. (STI)30 City of West Covina31 City of West Hollywood32 City of Westlake Village8 9


Spirit of Accessibility Award 200909Jerry Walker Commitment to QualityService Award 2009Lawrence RolonCoordinator, ADA Program (LAX)This year’s Spirit of Accessibility Award recipient is LawrenceRolon from Los Angeles International Airport (LAX). Lawrenceis the Coordinator of LAX’s Americans with Disabilities Act(ADA) Program and has been instrumental in ensuring safeand easy access for travelers with disabilities.This year, Lawrence spearheaded the installation of curbsideADA pick-up location signs at each of the LAX terminals, aproject which had long been on the Access wish list. Eachof these signs has the new Access logo and will help ourcustomers locate their ride when they return to Los Angeles.“As a customer-oriented facility concerned about meeting thespecial needs of passengers with disabilities, LAX continuallystrives to provide the latest equipment and the most fittingaccommodations for air travelers once they arrive at theairport,” said Lawrence.The Spirit of Accessibility Award selection committee choseLawrence from a number of extremely qualified candidates.Access Services is pleased to honor Mr. Rolon for helping toimprove access to public transportation.Elaine DiasMV Transportation, San Fernando ValleyOriginally from Jamaica, classroom trainer Elaine Diasbrings her sunny disposition to the class every day as sheshares with her students her passion for safety and hercompassion for Access riders.After working at the Therapeutic Living Center for the Blindfor 12 years, Elaine came to MV Transportation in 2002 asa driver. In 2004, Elaine was promoted to Road Supervisor.Shortly thereafter, based upon her knowledge, her enthusiasmand her outstanding ability to communicate, Elaine becamethe classroom trainer at the Van Nuys Division.Each day Elaine pours her heart and soul into teaching thevalues MV Transportation expects from its drivers. Elainepreaches safety and an abiding concern for all Accessriders. In addition to her classroom duties, she coordinatesall the behind-the-wheel training, ensuring a consistencyof performance. Elaine also makes a major contribution inthe continuing training of the MV driver force, frequentlypresenting at safety meetings and assisting the SafetyDepartment in achieving its goals. Her efforts show in theoutstanding safety and customer service record achieved bythe Van Nuys Division.10 11


Access Helping Hand Program Award“Helping Hand” is a monthly customerrecognition program that randomlyselects customers who consistentlyassist in doing their part to improvethe quality of service at Access.Customer contributions may be as simple as followingthe outlined cancellation policy or providing constructivefeedback and solutions to help improve the servicefor everyone. Customers are selected each month forrecognition, and a special limited edition “Helping Hand”pin is awarded to the recipient. After each quarter oneparticipant is selected from the previous winners toreceive two Access coupon booklets and a Certificate ofRecognition. The award is presented at the CommunityAdvisory Committee meetings.12 13


Mobility Management and Travel Training UpdatesAccess provides a number of services tohelp people with disabilities find and gainaccess to other transportation options inLos Angeles County.Mobility ManagementThe Mobility Management programwas created in 2007 to provide guidanceon transportation options for peoplewho were given restricted eligibility ornot given eligibility for Access Services.Mobility counselors call each applicantthat has been denied or received restrictedeligibility to ask them if they are interestedin learning about transportation optionsother than Access that might meettheir needs.educate members of the disabled andsenior communities about what Access isand what it does.Ride Info DirectoryRideInfo Directory, which is a guide oftransportation resources in Los AngelesCounty, has been getting a makeover onthe Access Services website. Currently thewebsite has links to all the dial-a-rides andfixed-route transit operators in Los AngelesCounty. Our goal in the coming year isto expand the directory to include socialservice agencies, hospital and privateproviders in order to expand the numberof options available in our database toRideInfo clients.In 2009 the Mobility Managementprogram expanded and started providingtransportation counseling to:> Riders in danger of no-show suspensions> Riders on no-show suspensions> Non-Access riders who contactCustomer Service or OMC> Non-Access riders who contactthe RideInfo lineIn addition, Mobility Management staffparticipated in over a dozen presentations/events within the disabled and seniorcommunities in Los Angeles County.Through participation in these events andcommunication with various riders, socialworkers, medical staff, teachers, advocates,and others, Mobility Management hasbeen able to develop an extensive networkof transit and other social service resourcesto help riders. At the same time, MobilityTravel TrainingThe year 2009 marks R&D Transportation’sfirst calendar year of providing traveltraining services and the team is ontrack to train 250 participants. Theprogram is open to all Access Servicesriders and, as of October 2009, 80% oftravel training participants were riderswith either Unrestricted or Restrictedparatransit eligibility. The remaining 20%of participants had either Temporaryeligibility or were denied eligibility forAccess. R&D’s surveys of travel trainingparticipants have found that 84% ofrespondents continue to use publictransportation two months after theirtraining, thus indicating a strong likelihoodof continued fixed-route transit use in thefuture. To date, the Travel Training programhas saved the region millions of dollars byhelping people with disabilities use fixedroutetransit instead of paratransit.Management has been able to effectively14 15


Marketing and Communications Consumer Update>Other highlights of 2009 include:Metro and staff redesigned a number ofessential information pieces, including ourRider Newsletters and our Eligibility Packet,which is the first information piece thatmost people receive from Access.Access ParatransitAnnual Report>They helped oversee the creation of ourfirst photo library, which strives to showhow Access can help our riders leadindependent lives.>The beautiful photos in the library arebeing used in this Annual Report and willbe used on our website and inother publications.Driving Technology ForwardOur successful partnershipwith Metro’s Design Studiocontinued in 2009 andwe are pleased to reportthat our 2008 AnnualReport won First Placein its category during theAmerican Public TransportationAssociation’s (APTA) annualAdWheel competition.>>They are participating in the developmentof our Customer Perception Project, whichwill use our photo library to create postersand other materials to help improvecustomer service at our call centers.They are working on the “AccessWelcome Packet” which will be a folderof information materials that riders receivewhen they become eligible for the service.The centerpiece of this packet will be aredesigned Rider’s Guide, which willcome with a “quick start” guide thatwill help new riders use the service aseffectively as possible.16 17


Access Customer Perception ProjectAccess Services focused on generatinga positive customer perception of theservice by improving interactions andcommunications with its riders. To kickoff this program, the following threeprojects were initiated to addressspecific areas:> Customer Perception ProjectThe goal of this project is to improve andenhance interaction between customersand Access reservationists and drivers.The project involves all six service providers,together with the Access Customer Serviceand Operations Monitoring Centers.One of the objectives of the project is toimplement a collection of routine protocolsfor interacting with the public system wide.These include having afriendly tone of voicewhile on the phone, aswell as carrying a smileand being helpful whenassisting customers inand out of vehicles.> Access Services Information LineThe Access Information Line is a dedicatedinformation line that our customers canreach 24 hours a day, 7 days a week to hearthe latest updates. The goal is to ensurethat our customers are informed of serviceupdates and changes, and that they canaccess this information anytime.> Eligibility PacketWhen an individual is interested inbecoming eligible for Access Servicesthey are mailed an information packetdescribing the eligibility requirements andoverall services provided. The packet wasrevised to be more user friendly and toprovide a clearer picture of the eligibilityprocess and the service provided by Access.Freedom to go.Are you talkingto me?Remember me? I was pretty nervousabout the Access client evaluation process.But everyone was warm and helpful; theyreally put me at ease. Thanks, Access.Talk to you soon.Freedom to go.Are you talkingto me?You might remember – you helped me get tomy grandson’s ballgame last week, and it meantthe world to me. I think he was pretty happy, too.Thank you, Access. Talk to you soon.Are you talkingto me?Freedom to go.Last week, I needed a ride to school soI could take my final exams. I was a littlestressed, but then I called you to schedulea ride. It was so easy and I felt better.Thanks, Access. I’ll talk to you soon.Here are a few ofour new customerservice posters,created to help ouragents and driversremember theclients we serve.18 19


Access SafeThe CTSA ProgramOver the course of the last year, AccessServices staff undertook a review of theAccess Automobile liability insuranceprogram. As a result of this review, AccessServices assumed responsibility forpurchasing automobile liability coverageand became the first named insured on allpolicies in June 2009. In addition, AccessServices established a Self InsuranceRetention (SIR) program, which meansthat Access Services must pay before theinsurance company pays. The SIR allowsAccess Services the ability to control thedefense and settlement of smaller claims.SIRs are a very effective tool for quicklyresolving low severity claims, which makeup the bulk of claims related to Access.Studies have shown thatthe quick resolution ofsmall legitimate claimsresults in lower total claimspaid during the year,fewer lawsuits, and a moreresponsive and humanisticapproach for our ridership.One of the keys to success for the newautomobile liability program is an effectiveand aggressive loss control program with afocus on safety — Access Safe. Access Safeis an agency- and system-wide initiativedesigned to promote safety improvementsand processes while adhering to theimportance of the values of safety in theprovision of ADA paratransit in Los AngelesCounty. Access Safe reflects the safetyculture throughout the many layers ofAccess. It involves the Board of Directors,the Community Advisory Committee,the Transportation Professionals AdvisoryCommittee, Access staff, contractors,subcontractors, suppliers and our riders.Access Services is the ConsolidatedTransportation Services Agency (CTSA)for this region; the designation comeswith a mandate to promote coordinationof specialized transportation services.In 2009 the CTSA program reinventeditself through a reevaluation of itspriorities. A subcommittee of TPACmembers assisted with the process.Everyone agreed that theprogram had matured in theservices it had traditionallyprovided and, while theycontinued to be important, itwas time to assess the futureneeds of the region andprepare for new challenges.A few highlights from the subcommittee’sdiscussions include:Grant Writing Assistance and specializedtraining programs were still a priorityfunction; however, the focus was on newergrants like formula Job Access ReverseCommute (JARC) and New Freedom, whichemphasized tangible coordination planningand activities. The CTSA role was critical notonly in the application process for the newgrants but also in the development of theapplication review process. Overall Accessassisted 12 agencies with the applicationprocess, which resulted in $12 million ingrant awards.Professional Development continued togo through a makeover through programand administrative changes. The AccessProfessional Development Workshopbulletin was upgraded. Access introducedweb registration, which has streamlinedthe application and registration process.Workshops involving UCLA Extension,introduced on a pilot basis in 2008 and2009, have been very successful and willbe incorporated into the Transit ParatransitManagement Certificate Program. For the firsttime, nominal fees were charged for someof the training programs in order to maintainand enhance the program portfolios. Over470 transit and paratransit professionalsattended CTSA workshops last year.Greater Regional Coordination: In January2009, Access convened a forum of CTSAsfrom adjacent counties to review greaterregional coordination and planning. Theinitiative was well received. The discussions atthe Regional forum led to the implementationof one of the proposed CTSA programs —the Vehicle Donation Program. Access andFACT (the Northern San Diego County CTSA)reviewed a request from Interfaith Services,a social services agency from FACT’s servicearea in San Diego, and donated a fullydepreciated Access minivan to the programto assist in Interfaith Services’ outreach inthe community.20 21


Communicating with Riders - Technology UpdatesAn update on a couple of technology initiatives:Centralized Reservations and SchedulingIn April 2009, we implemented the ADEPTsoftware application in our Southernregion. This platform is hosted locally atAccess’ administrative offices and providesfor centralized management of the tripbooking process. We anticipate movingforward with other regions in 2010, includingimplementing web-based trip booking andan interactive voice response system.Rider360Access’ rider information management system,Rider360, has continued to be a critical tool inthe operation of our service. To further assistour riders, the system was made availableon Access’ website. This allows riders toreview their trip history and any customerservice requests that they have submitted.Many riders have expressedtheir appreciation forbeing able to access theirinformation via the internet.22 23


09Fiscal Year 2008–2009 was a year ofgrowth and progress for Access. The entireAccess team is very proud to have madea positive contribution towards improvingour customers’ ride experience when usingAccess. This past fiscal year, Access Servicesprovided over 2.1 million vehicle trips andclose to 2.8 million passenger trips, whichrepresents an 8.54% increase in trip volumeand a 9.79% increase in ridership from theprevious year.Operations Report – Fiscal Year 2008 –2009Our certified client count continued togrow; it was over 83,000 riders at the end ofFY 2009. Despite the growth in the system,our service providers and Access regionalteams worked together and were able tomeet the service demand challenges. At thesame time, the teams exceeded all of thekey performance standards for the year. Ofparticular note are the service improvementsSystem-Wide Service Datain the densely populated West Centralservice region. Since Access revised theboundaries of the West Central serviceregion, reducing its size, we have beenable to turn a historically difficult-to-servearea into one of the best in the system. Thisachievement clearly demonstrates thatwhen everyone involved works togetheras a creative team, we can overcome mostchallenges and obstacles. In order tofurther improve our customers’ experiencewith Access, we initiated several customerperception projects with our serviceproviders. One such project involvedworking closely with call takers anddrivers to ensure that they understand theimportance of the service they provide toour customers. We will continue to workwith the front line staff, essentially the facesof Access, to make sure their voices, facesand body language project a positive andcaring attitude when serving our customers.FY 07–08 FY 08–09 % ChangeTotal Passenger Trips 2,561,346 2,812,307 9.80%Total Vehicle Trips 2,024,888 2,197,937 8.55%Total Miles 33,589,490 35,481,971 5.63%Revenue Miles 19,578,467 20,726,147 5.86%Revenue Hours 894,688 997,292 11.47%Passengers per Trip 9.66 9.43 -2.38%Passengers per Hour 2.86 2.82 -1.40%On-Time Performance 90.17% 91.39% 1.35%Hour Late Trips (Late 4) 0.15% 0.09% -40.00%Service Complaints per 1,000 Trips 3.70 5.13 38.65%Average Initial Hold Times 41 Sec. 38 Sec. -7.32%Financial Data – Fiscal Year 2008 –2009Revenues and Expenses (Year ended June 30, 2009)Operating RevenuesSection 5310 STP & other FTA funds $53,952,224Prop C - Discretionary funds 32,611,106Passenger fare revenues 4,234,588Gain on disposal of assets 282,398Interest revenue 156,665Other revenue 280,416Total Revenues $91,517,397Operating ExpensesPurchase transportation services$75,227,462(net of lease/penalties)Salaries and related expenses 5,892,958Eligibility determination 2,043,509Communications-telephone/1,225,946data transmissionProfessional services 903,018Insurance 819,951Phone and computer system712,565maintenance/consultingRent - office and equipment 491,512Travel training 402,160Promotions/events 222,891Postage/mailing/messenger 164,788Vehicle operating costs and registration 150,383Publications/printed materials/copying 107,025Network support/supplies 55,358Temporary personnel 53,144Repairs and maintenance 50,376Travel and conferences 49,738Office supplies 41,293Other related employee expenses 39,048Scholarship programs 34,884Mileage and parking 29,559Business meetings and meals 26,271Board and Advisory24,308committee compensationProfessional memberships/subscriptions 8,728Advertising - legal and procurement notices 7,030Equipment/other rental 2,173Translations/interpreters 1,986Other expenses 1,036Total Expenses (before depreciation) $88,789,100Depreciation $4,770,193Total Expenses (after depreciation) $93,559,293Change in Net Assets ($2,041,896)Net Assets, Beginning of Year $8,632,521Net Assets, End of Year $6,590,625Balance Sheet – June 30, 2009Funding SourcesOther0.6%24 Independent Auditor’s Report available on request.25AssetsCash and cash equivalents $9,423,947Grant receivable 1,324,687Accounts receivable 70,931Prepaid expenses 3,600,201Due from LACMTA 3,077,620Property and equipment (net) 10,939,799Total Assets $28,437,185Liabilities & Net AssetsAccounts payable $4,141,709Payable to contractors 5,535,472Accrued salaries and expenses 913,673Self insurance accruals 39,168Deferred rent 6,442Deferred support 11,136,179Deferred revenue 73,917Total Liabilities $21,846,560Temporarily Restricted $6,590,625Total Net Assets $6,590,625Total Liabilities & Net Assets $28,437,185Interest0.2%CTSA& RideInfo0.5%STP 5310& Other FTA59%Expenses by ProgramParatransitOperations89.8%Prop. C35.6%Adminstrative4.8%Passenger Fares4.6%EligiblityDetermination4.9%


Access Makes a Positive Difference!In Memoriam of Joe King,November 11, 2008Access Services customers express their feelings on how this servicehas impacted their lives:“Access Services has been a Godsend tome. The program has continued to keepme active. I am able to keep my medicalappointments to keep myself healthy, joina senior club, go grocery shopping, butthe most important part is that I’m able tosee my son Matthew, who is mentally andphysically handicapped and living in a home.He waits for my visits. He is the highlight ofmy life. I want to thank everyone: the callertakers, drivers, and mechanics, etc, whokeep everything functioning smoothly. Theyare appreciated and have a positive effecton my life and others. Thanks again!”Jeannie, North HollywoodRider since 2006“The staff at Access is great and I have nocomplaints. Without Access, I would not beable to go to my doctors, so they are lifesavers. They are all so nice and polite and Ihave nothing negative to say about any ofthem. Thanks for your excellent service.”Ron, AzusaRider since 2005“I received your beautiful newsletter andit made me think about the last two yearswhen I used the service. Whenever I called,Access came, took me where I needed to goand back home. With your help I was ableto get my treatment. Now I am much betterand want to say thank you.”Mr. Aziz, Sherman OaksRider since 2008“Access Services has made a very positivedifference in my life. We start going downhillas we grow older and one importantproblem is that we must give up driving ourcars. So we have to live within the confinesof our home. This is where Access improvesthe quality of my life. Access transports meto my beloved card games where I can alsomeet and associate with lifelong friends.Importantly, Access enables me to keepmy numerous medical appointments, doshopping, etc. Access greatly improvesthe quality of my life. Thank you.”Anne, Panorama CityRider since 2005“In general, the service we receive is excellent,especially at the present time. In the past, therewere a few problems, sometimes long waits fora pickup, but not lately. As for Daniel’s feelingsabout being able to go out — it makes a bigdifference for him, as it would be impossiblewithout Access. The drivers are usually patientwith Daniel in getting in and out of the van withhis electric chair. He moves very slowly and ittakes a lot of patience to get him in and out ofthe vans. We both appreciate this very much.”Daniel (written by his mother), Los AngelesRider since 1999John Quincy Adams once said, “If your actions inspire othersto dream more, learn more, do more and become more,you are a leader.”Joe King was an instrumental part of the Access Services family.Before joining the Access staff, Joe served for many years onthe Community Advisory Committee. Joe was an inspirationto everyone who knew him. There were the obvious hurdlesassociated with his disability that, taken alone, were inspiring.But Joe inspired others by who he was and how he lived his life.Many at Access Services were fortunate to have workedalongside Joe for many years. Over the years he left his stampon almost every aspect of Access Services. Joe served as amentor and role model for staff, peers and riders alike. Heraised the quality of service, lowered the cost per trip,orchestrated a major revision in service policy and did itall without breaking a sweat.Joe has made all of us better people for reasons too numerousto mention. It is because of Joe that we all understand thedifference between “accessible” and merely usable.Joe leaves behind a legacy of richand rewarding relationships.He is missed each and every dayand his absence will be feltfor many years to come.26 27Joe King1954 - 2008


09Access ServicesPO Box 71684Los Angeles, CA 90071-0684asila.org2810-0884 ©2010 Access Services

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