Family of Services

Public Presentations Questions and Answers

What is Family of Services?

TTC operates and maintains a public transit system that consists of multiple modes of transit: bus, subway, streetcar, community bus and specialized door-to-door service. Family of Services leverages all modes to customize travel for customers based on their eligibility conditions.

Family of Services will benefit all customers by increasing our capacity to schedule trips and improving our ability to deliver those trips reliably. Should your eligibility status be deemed conditional, we will be customizing your trips using a combination of Wheel-Trans and other accessible TTC modes (e.g., subway or bus) to get you to your destination based on your individual abilities.

I cannot get picked up or delivered to a place unless it is a Wheel-Trans bus.

The new application process is designed to identify and assess any barriers applicants may have with respect to using conventional transit. These conditions will all be considered when determining your level of eligibility. Our goal is to match the level of accessible service a customer requires with their ability to use conventional transit.

I am concerned with the Family of Services. What do we do in the wintertime when the streets are not cleared or the bus stop is not cleared? If I am able to use conventional transit when the weather is good but the weather is bad and I cannot, can I still use Wheel-Trans?

Yes, you will still be able to use Wheel-Trans. Conditional eligibility was designed for this type of situation. When conditions arise preventing you from using conventional service (e.g., snow and ice), all or a portion of your trip may be provided by Wheel-Trans.

How can I become a Family of Services pilot project volunteer?

Please contact Wheel-Trans Customer Service office.

The public is generally less sensitive to people with disabilities. What will the TTC do to help overcome this for Wheel-Trans riders on conventional services?

Understanding that this will not change overnight, we need to have community engagement and public education programs focusing on respect and dignity for all customers. We have to do engagement and messaging on the coming change and how people can help and support each other to use the TTC system.

We also intend to expand the training program for TTC operators and front-line staff focused on educating them with respect to the needs and requirements of accessible transportation users. For example, operators will continue to be taught how to support users with special requirements and how to resolve potential conflicts with other customers with respect to issues such as lowering ramps, and ensuring Priority Seating is available.

Does using Family of Services involve paying an extra fare at transfer points?

No. Within the TTC, transfers are free; no extra fare is charged when you connect from one TTC vehicle to another.

How can I manage my schedule using Family of Services? I am concerned that by being required to make multiple transfers I may not make it to my appointments on time.

We will be implementing a new scheduling system to provide the necessary information to support connections between all modes of transit on the day of service. This software will also be able to schedule trips with more efficiency and select routes that make trips shorter and more direct. Staff will also be available to assist customers.

Will there be opportunities for travel training?

We are currently looking at what is required for a travel assistance instruction program to support customers with the necessary skills to ride conventional transit. We expect to have this in place in 2017.

I don’t feel confident using the Family of Services by myself. Do I have to?

We understand that for some individuals, using the conventional system can be confusing at first. One way we will be able to help you gain confidence is through the creation of a travel assistance instruction program that will provide you with the necessary skills. We expect to have this in place in 2017.

I find travelling in rush hour to be very difficult. I am afraid of crowds and have anxiety issues; I am concerned about being ‘forced’ to take the subway.

If your disability limits your ability to use conventional forms of accessible transportation, you will be able to use Wheel-Trans’ door-to-door service for that portion of your trip.

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