Stranded and Mistreated: Clients Share Disturbing Experiences with MTD Paratransit Services

Clients Speak Out on MTD Paratransit Service Issues

Some clients of the Greater Community Aids Project in East Illinois have reported feeling stranded and mistreated by the Mass Transit District (MTD) paratransit services over the past year. The organization’s executive director, Darya Shahgheibi, emphasized the need for better customer service and highlighted the burdensome application process for clients.

“It’s been a continuous struggle to just use the paratransit system effectively,” said Shahgheibi.

Decline in Service Quality

Shahgheibi noted a decline in service quality over recent years, affecting the organization, which supports individuals living with HIV/AIDS. Many clients are physically disabled, making reliable transportation crucial.

Specific Client Experiences

In November 2023, a client had a distressing experience after a doctor’s appointment, where they were almost left stranded due to a lack of communication from the dispatcher.

“Instead of apologizing, it felt like I was blamed,” the client recounted.

This incident left the client emotionally distressed, leading them to refuse using the service again.

Legal Obligations and Service Requirements

Under the Americans with Disabilities Act (ADA), public transportation must be accessible to those with disabilities. MTD officials acknowledged that there were no prior complaints and committed to improving services, stating that there is a no strand policy to ensure individuals are returned home.

Communication Issues and Application Process

Shahgheibi has raised concerns about the application process for paratransit, which is seen as problematic for those already facing challenges in daily living. The application requires extensive documentation that can be difficult for clients to navigate.

Ongoing Efforts for Improvement

After voicing concerns directly to MTD and the Champaign City Council, Shahgheibi received acknowledgment from MTD officials regarding public concerns. MTD is currently working on plans to improve service reliability and communication.

“We want to make these services as positive an experience as we can,” said Drew Bargmann, customer service director of MTD.

Conclusion

Despite the challenges, some clients have sought alternative means of transportation, opting for personal assistance instead of relying on paratransit services.