HomeMy WebLinkAboutCOM 0411.000 2016-2018 •
H Kim • �cP°'c OF H�• Tiffany Kai
‘,14Mayor 'i. ` �yr.•s' Administrator
•
. ,TE OF• �'�'
County of Hawai`i
Ct
Mass Transit Agency
25 Aupuni Street • Hilo,Hawaii 96720 • (808)961-8343 • Fax(808)961-8745 --F
Date: August 17, 2017
To: Valerie Poindexter, Chairwoman and Presiding Officer—Hawai`i County Council
Jen Ruggles, Chair—Committee on Public Safety and Mass Transit
From: Karyle Yamane, Program Manager—Mass Transit Agency 0.6
Subject: Paratransit Service Status Update and Committee Presentation
Pursuant to requests made by council members last year regarding an update on the Hele-On
Kako`o paratransit service which began on July 1, 2016, I would like to request time to conduct a
20-minute presentation to the Committee on Public Safety and Mass Transit(PSMTC) on the
current status of our paratransit service to include the following:
• Service Overview
o Eligibility
o Service areas
o Hours of operation
• Ridership
o Eligible riders
o Frequency of trips
o Miles traveled by area
o Driver hours
• Cost
• Demographic data
• Satisfaction survey results
As Hele-On Kako`o recently celebrated the achievement of its inaugural year of public service,
the timing for this update is appropriate.
Please note that due to deadlines set for items added to the agenda, this request will not be able to
be scheduled for committee until early September. As I will no longer officially be in my current
capacity (with paratransit) effective September 1, 2017, this memo has the approval of both
current and future administrators to present this information before committee.
cc: Tiffany Kai, Mass Transit Administrator COMM. No. LH
C. Kimo Alameda, County Executive on Aging Ref. To:
Ref. Date AUG 2 3 2017
Haivai`i County is an Equal Opportunity Employer and Provider
Hele - On Kako ' o
Paratransit Service
Mass Transit Agency
County of Hawaii
September 6, 2017
Service Overview
Eligibility ► Service area and hours of operation
Application Et short interview Monday - Saturday
In-person assessment or P-1 No service Sunday and holidays
Recommendation
Eligibility determination KONA 7:00 AM - 7:30 PM
H I LO 7:00 AM - 5:00 PM
► 21 days to complete process
Average time < 1 week Call center M-F 7:45 AM - 4:30 PM
I116 applicants Able to leave messages after-hours
and weekends for next-day
► 100 eligible reservations
.,._. __. .,, . :._; ...: , PARATRANSIT SERVICES
INTRA-KONA ROUTE
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Pu'u L ehua Dr— MoutKain Rd
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fl ' HONALO r Florr$ til i - "------- HOLUALOA
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KALAOA - - KEALAKEHE ' " ,. KEAUHOU KEALAKEKUA p .o.,
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Irani Dr i. i y KAILUA-KONA AIH Dr.
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Visit www heleonbus org/paratransit
Click the link under Coverage Area and Hours of Operation
and click the magnifying glass to search if an address
i i is within the service area • , •i�.
PARATRANSIT SERVICES
To search if an address is in our coverage area,visit ROUTE
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www.heleonbus.org/paratransit - - __-
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HI L.1Jan1 click the link under Coverage Area and Hours of Operation
click the magnifying glass and enter the address you want to search
service _ , ,,
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area .AKU,
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Hilo Stats
Hilo Service Cost
180
160 $158.17 $161.54
$150.00 $150.00
140 $139.74
134.03
120 $123.30 $128.29 $125.00$127.39
100 $102.30 $109.94
$91.16
80
60
40
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20 •
4 3
s
0 4
\. \).% cle,c' 6, 43 cf, ,t). <(.2, v't,- .?.x \(6- y
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# of Hilo trips Hilo cost per trip
Kona Stats
Kona Service Cost
300
$282.92
250 \
219
200
$1 7.22 191
150 $152.15$156.07 158 154 162 147 150
108 $125.82 $11278$11.921 $121 .36$111.02 107.73
100 107 $105.19 $
79 $71.96 $68.69
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# of Kona trips Kona cost per trip
Miles Traveled Et Driver Hours
MILES TRAVELED BY AREA DRIVER HOURS BY AREA
1600.0 400
1400.0 350
1200.0 300
s,
A
1000.0 -_ -- 250
252.75 208.75
800.0 1359.6 200 248.5 0
1040.6 150.25
600.0 1013.1 1060.2 1082.6 150 187 245.75 202 197
962.9 864.0 202.5 189 204
577.5 717.2 732.7 799.7 10 164
587.1
400.0 �.�.� -
6. r
a
108.5
200.033 50 82.25 98.75 77.75 57.75
113.7 85.1 84.3 100.3 48.25_ 2.25 35.25 32.5 45 28
0.0 ,., 137.8 158.4 62.3 74.3 49.0 73.0 58.0 0 28 32.
` \A PJB c e 6" +o, Deo �a� <(e� \V P �a� ��� �.` \,J�� v- c., 0 o_� 0 �a� <ceN° \V PQM 4a� �J ,., �J`
•
Hilo Miles Kona Miles Hilo hours Kona hours
Performance
► 96% on -time performance
► 2 missed pickups
0, 2% "no-show" or late cancels 6* (IN
15 Hele-On bus assists
Hele-On Kako`o Survey Results - Ridership
How often do you ride? Primary reason(s) for use?
DAILY 0
MEDICAL 18
3+/WEEK 1
WORK/SCHOOL 6
1-2/WEEK 7
>1/WEEK 4 ESSENTIAL SHOPPING 6
1-2/MO ark
RECREATION/SOCIAL 3
1-2/PAST FEW MONTHS 5
OTHER 2
NEVER 3
0 2 4 6 8 10 12 0 2 4 6 8 10 12 14 16 18 20
Hele-On Kako`o Survey Results - Eligibility Overview
Length of time to determine eligibilty Eligibility type
15+ days
4
Temporary
7-14 days 15%
15%
Unconditi
< 7 days, onal (n
81% limitatio '
85%U
Hele-On Kako'o Survey Results - In - Person Assessment
Were you offered an appointment within Care received from therapist and
7 days? clinical staff?
Do Not T
rec. G rea
4°, Okay
_0
No 11% .
1
E
-'
Good `
m,.. Excellent
Yes 27% 58%
Hele-On Kako'o Survey Results - Call Center
Call Center Performance
■ Always
• Most of the Time
Some of the Time 93
°A
• Rarely or Never
67%
63%
Ml %...,•
M1
26%
0% 0% 4% 0% 4°. 4% 4°
CALLS ARE ANSWERED BY A LIVE PERSON RESERVATIONIST IS COURTEOUS AND RESERVATIONIST IS ABLE TO
AND REQUESTS ARE HANDLED HELPFUL ACCOMMODATE INITIAL PICKUP REQUEST
IMMEDIATELY TIME
Hele-On Kako`o Survey Results - Travel Experience _ ,
Rider Feedback
FELT THAT THE VEHICLE WAS MECHANICALLY SAFE 100%
RAMP OR LIFT IN PROPER WORKING ORDER 100%
SEATBELTS AND SAFETY RESTRAINTS IN PROPER WORKING ORDER 100%
VEHICLE CLEAN AND FREE OF DAMAGE 100%
VEHICLE CLEARLY MARKED/IDENTIFIED AS HELE-ON KAKO'O PARATRANSIT 11146
92%
DRIVER ANNOUNCED HIS/HER ARRIVAL AND IDENTIFIED HIM/HERSELF MIIP 8%
lit IREMENW 92%
DRIVER WORE ID BADGE AND UNIFORM
III4% �.
DRIVER OPERATED VEHICLE SAFELY 1111111111111111111111111111.111111111101r100%
DRIVER WAS COURTEOUS AND OFFERED ASSISTANCE
i- diailailliiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiii 100%
CALL CENTER CONFIRMED PICKUP TIME 5% ` ,
95%
[ -41
no yes
Rider Comments A pleasure to deal with them [call center].
[Driver] Jerri is capable and caring.Makes you feel like she is helping a friend-
not just doing a job to provide a service to a burdensome citizen.She has a
(+) great attitude.
The service is great and helps out a lot. Mahalo [paratransit service] Absolutely it's is a life saver[paratransit service].
Jerry [driver] is the bomb.Very nice person and very good driver. I am very happy with the service [paratransit service].
Drivers are very considerate [driver]. I wasn't able to understand the information but Carol (Karyle) in the Hilo Mass
Clinic [assessment] staff treated me very well and did some intense testing. Transit office helped me [eligibility-MTA].
Couldn't do without it [paratransit service].
Very professional and courteous [call center].
I'm very grateful for paratransit as my health is failing and I very much need transport to Cordial and professional [assessment].
Kailua-Kona which is about 5 miles from the house where I live [paratransit service]. Great service [call center].
The paperwork perhaps was not that difficult. I have suffered 2 brain injuries and 4 heart41111
attacks so I go through spells that render me not lucid. I'm grateful for the help by the �-�
nice lady in the Hilo office [eligibility-MTA]. The driver, Jerri, is a very nice lady, too. Took too long. Forgot about/did not know the reason I was there [asses
I've been treated with courtesy every time I've called [call center]. Service is too costly. No services at night or weekends/ LL ^ Not like
Van on Oahu.
Very efficient [call center].
Everyone was friendly and helpful [assessment]. Does not work with pickup. I am outside of the service arm
It is a wonderful gift to us who have health problems [paratransit service]. It is more cost effective to use shared ride (sic) taxi coupe
Nothin butgood things to dayNo A/C and it is hot in Kona and this has been going on f.L.
g g [assessment].
[vehicle].
Jerri [driver] is helpful.
I have used Maui and Honolulu service only. I was tole
Seth does a great job and never lets me down [call center]. service area on the Big Island. 4I4
The rehab center at the club [assessment] was caring, polite & professional.They made WHT (West Hawaii Today newspaper) article noK ` `
the process easy and convenient as possible for me. Too casual [assessment].