[NFBP-Brandywine] Fwd: Fw: SAC follow up
Stacie Leap
stacie.leap at gmail.com
Mon Jun 9 17:08:06 UTC 2025
Please see below a message concerning SEPTA Access (CCT).
Stacie
*Stacie Leap*
stacie.leap at gmail.com | 215.776.6741
---------- Forwarded message ---------
From: Latoya Maddox <LatoyaMaddox at libertyresources.org>
Date: Mon, Jun 9, 2025 at 12:59 PM
Subject: Fw: SAC follow up
To: Independent Living Services <ILS at libertyresources.org>
Good morning, All,
Please see message from SEPTA Access (CCT) Leads below.
*Latoya Maddox*
Senior Independent Living Specialist.
(Chester, Delaware, and Montgomery Counties)
Liberty Resources, Inc.
*Office Hours: Monday-Thursday 8:30am-4:30pm *112 N. 8th Street, Suite 600
Philadelphia, PA 19106
Work:215.634.2000 – Ext. 114
Work Cell: 267.291.4772
www.libertyresources.org
The information transmitted in this email is intended only for the person
or entity to which it is addressed and may contain confidential and/or
privileged material. Any review, retransmission, dissemination or other
use of or taking of any action in reliance upon this information by persons
or entities other than the intended recipient is prohibited.
------------------------------
*From:* Chase Campbell <CCCampbell at septa.org>
*Sent:* Friday, June 6, 2025 2:04 PM
*To:* Heather Shanefield <hshanefield at qualityprogressions.org>; PAULA
URMSON <purmson at spininc.org>; Rhoshina Stewart <RHStewart at septa.org>
*Cc:* CPS Management <CPSmanagement at spininc.org>; Dothink1 at gmail.com <
dothink1 at gmail.com>; Latoya Maddox <LatoyaMaddox at libertyresources.org>;
Cassandra West <CWest at septa.org>; Charles Horton <chorton at septa.org>;
Shanel Roland <SRoland at septa.org>; Ian Fletcher <ifletcher at catchinc.com>;
Melvin Young <MYoung at septa.org>; Christopher Schukin <CSchukin at septa.org>
*Subject:* RE: SAC follow up
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Good Morning All
We at SEPTA Access (formerly CCT) extend our sincerest apologies for the
recent unreliability in our service. We understand the critical role our
service plays for our customers. We can share with you; we had to make an
unfortunate decision based on poor performance to abdicate from one of our
Contract Carriers. Consequently, Access ridership is growing daily and yet
our capacity is limited. All of this in conjunction with our current
operator shortage has significantly disrupted our ability to provide the
consistent and timely service you expect and deserve. We are acutely aware
of how unserviced trips, extremely delayed trips, long wait times, and
inconsistent service have affected your daily routines and travels.
We deeply regret the inconvenience and frustration this has caused. We can
assure you SEPTA Access is committed to addressing these challenges and
improving our service. Most importantly, we are laser-focused on addressing
the operator shortage with our Contract Carriers through vigorous increased
recruitment, training, and retention efforts. However, these critical
initiatives will take some time to influence our day-to-day service levels.
While the operator shortage cannot be resolved overnight, we are actively
working on several measures to enhance the reliability of our Access
service:
- *Adjusted schedules:* when operator shifts cannot be filled by one
Contractor, we reach out to the other Carriers for assistance and the
system makes the adjustments.
- *Capacity Balancing:* we continue to review previous day schedules to
see where can adjust to best serve all our riders especially during our
morning and afternoon peak times where we have the highest ridership.
• *Improving Grouping Certain Customers together:* efforts are
underway to enhance grouping customers together by realigning customers
standing orders and requested times to fit with the centers operating hours.
• *Rebalancing schedules:* we are rebalancing schedules to align
better with available resources.
• *Addressing staffing issues:* our Access team have regular meetings
with our Contract carriers and has reinforced our position to remain
focused on their efforts on resolving the staffing shortages to ensure more
consistent service, including but limited to improving the hiring process,
retention, retraining and advertising.
• *Communication:* we have added additional resources to assist with
responding to calls referencing “Where My Ride”. Please see an update to
the numbers that should be called and when.
We are confident that these measures together will result in improved
service for all our Access riders. We highly value our partnership with
our SAC community, work programs, all Access riders alike and recognize
that reliable SEPTA Access service is essential for its continued growth
and success.
Thank you for your understanding, patience, and continued loyalty during
these challenging times. We are committed to meeting the expectations of
our ridership and welcome your feedback.
Please let us know the date of your next SAC meeting so that we can have
adequate SEPTA Access representation. Please do not hesitate to reach out
if you require anything further.
Below is direct contact information that can be used by your program
staff.
1. *WMR Call Center: Monday to Friday, from 07:00 AM to 6:00 PM [No
weekends]. *
- 215.580.7042
- 215.580.7114
- 215.580.7213
- 215.580.7189
- 215.580.8615
- 215.580.8465
- 215.580.8466
- 215.580.8467
2. *Dispatch Control Center: Monday to Friday, from 06:00 PM to 07:00
AM. *
· 215.580.8462
· 215.580.8468
3. *Dispatch Control Center: Weekends (Saturday & Sunday) from Midnight
to 11:59 PM [24-hours, all day Saturday & Sunday]. *
· 215.580.8462
· 215.580.8468
We want to also remind you about SEPTA’s current funding crisis and share
the information that can be found on our SEPTA.Org website.
Below link and a timeline for our SEPTA funding crisis resource tool. We
are imploring everyone to reach out and contact our Legislatures via the
blue “Find your Legislator” button via the below link. or SEPTA.ORG and
comment on the budget impacts.
As you can see, we are about to embark on unprecedented service cuts and
reduced service for all SEPTA riders including our Paratransit riders.
What we do is not only important but critical and life saving for the
entire region. Please spread the word to everyone you know.
*https://wwww.septa.org/fundingcrisis/*
<https://wwww.septa.org/fundingcrisis/>
*SEPTA Funding Crisis timeline**: *
*July’2025*
- SEPTA FY2026 budget in effect
*Beginning August 24, 2025: 20% Service Cut*
- 32 Bus routes eliminated
- 16 Bus routes shortened
- Service reduced on 88 Bus, Metro, and Regional Rail lines
- End of all special service (Sports Express, etc.)
*September 2025: 21.5% Fare Increase*
- Complete hiring freeze (including operators)
- Base fare increased to $2.90
*Beginning January 1, 2026: Additional 25% Service Cuts*
- 5 Regional Rail routes eliminated
- 18 additional bus routes eliminated
- Broad-Ridge Spur [B3] eliminated
- Routes 10 [T1] and 15 [G1] trolleys converted to buses
- 9 pm curfew on all remaining Metro and Regional Rail services
Thank you
Chase Campbell | Director of Paratransit Scheduler
Southeastern Pennsylvania Transportation Authority
1234 Market St. 4th fl
cccampbell at septa.org | www.septa.org
Cell: 215-964-4780
Office: 215-580-8101
*From:* Heather Shanefield <hshanefield at qualityprogressions.org>
*Sent:* Friday, June 6, 2025 8:35 AM
*To:* PAULA URMSON <purmson at spininc.org>; Rhoshina Stewart <
RHStewart at septa.org>
*Cc:* CPS Management <CPSmanagement at spininc.org>; Dothink1 at gmail.com;
Latoya Maddox <LatoyaMaddox at libertyresources.org>; Cassandra West <
CWest at septa.org>; Chase Campbell <CCCampbell at septa.org>; Charles Horton <
chorton at septa.org>; Shanel Roland <SRoland at septa.org>; Ian Fletcher <
ifletcher at catchinc.com>
*Subject:* RE: SAC follow up
That is frustrating, Paula. Hopefully, we can get some kind of update from
SEPTA, as we are going into our third SAC meeting since this suggestion was
made. SEPTA, we are also offering to collaborate and provide suggestions😊.
I am adding Ian from CATCH in South Philly who was also part of this
original suggestion.
Heather Shanefield
Supports Coordinator Supervisor
*Join Our Team
<https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=ca2119e0-a04f-4a5c-acc4-5e604142e81d&ccId=19000101_000001&lang=en_US>*
★ *Apply
<https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=ca2119e0-a04f-4a5c-acc4-5e604142e81d&ccId=19000101_000001&lang=en_US>Here
<https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=ca2119e0-a04f-4a5c-acc4-5e604142e81d&ccId=19000101_000001&lang=en_US>!*
One Belmont Avenue, Suite 900
Bala Cynwyd, PA 19004
267-765-2000 - Main Line
267-765-0891 - Direct Line and Fax
hshanefield at qualityprogressions.org
www.qualityprogressions.org
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<https://www.facebook.com/people/Quality-Progressions/100083154229250/>
*From:* PAULA URMSON <purmson at spininc.org>
*Sent:* Thursday, June 5, 2025 1:15 PM
*To:* Heather Shanefield <hshanefield at qualityprogressions.org>; Rhoshina
Stewart <RHStewart at septa.org>
*Cc:* CPS Management <CPSmanagement at spininc.org>; Dothink1 at gmail.com;
Latoya Maddox <LatoyaMaddox at libertyresources.org>; Cassandra West <
CWest at septa.org>; Chase Campbell <CCCampbell at septa.org>; Charles Horton <
chorton at septa.org>; Shanel Roland <SRoland at septa.org>
*Subject:* Re: SAC follow up
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Good Afternoon,
I am also curious about the progress of this new process. We have been
having issues almost daily regarding multiple rides being unserviced or
extremely delayed. I have noticed that dispatch will ask if we want to
reschedule the unserviced rides, leaving me to assume that if there is not
a driver identified, these rides are just cancelled without notification.
Additionally, dispatch also encourages us to call right back as the system
updates by the minute, so they may have a driver and ride coming during one
call and on the next call, the ride is unserviced.
This is extremely frustrating for the individuals we support, their
families, and the staff at the center. For example, I have contacted
family members to alert them that the ride is un-serviced, the family calls
Septa, and calls me back to say they have a ride or sends me a screen shot
of a text they received saying the ride is delayed but coming. If they have
a ride coming, the time of arrival is sometimes two or three hours after
their original scheduled ride, which is extremely unfair to the patron, as
well as a potential health and safety issue.
The impending reductions in SEPTA services are poised to have a profound
effect on many Pennsylvanians of all abilities. Current issues with SEPTA
Access, such as challenges in ride scheduling, staffing shortages, and
technical glitches with the AI-driven system, highlight the urgent need for
a streamlined process that supports riders, their families, and the
agencies that assist them.
Thank you,
*Paula Urmson **, CTRS *
Lead Assisting Director, Community Participation Services
(215) 251-0471
1-844-SPIN-CAN
spininc.org
Checkout our Careers Apply *HERE
<https://campaigns.signature365.com/us-3Kmxy6ikIp7QbvZD-e3b5GHbGzFveEoyK/eml_JgJFs0o3WajBGrDu/go/cBA>*
------------------------------
*From:* Heather Shanefield <hshanefield at qualityprogressions.org>
*Sent:* Thursday, June 5, 2025 10:58 AM
*To:* Rhoshina Stewart <RHStewart at septa.org>
*Cc:* CPS Management <CPSmanagement at spininc.org>; Dothink1 at gmail.com <
dothink1 at gmail.com>; Latoya Maddox <LatoyaMaddox at libertyresources.org>;
Cassandra West <CWest at septa.org>; Chase Campbell <CCCampbell at septa.org>;
Charles Horton <chorton at septa.org>; Shanel Roland <SRoland at septa.org>;
PAULA URMSON <purmson at spininc.org>
*Subject:* RE: SAC follow up
This email is from a sender outside of SPIN, please take care to verify
that the sender and the email's contents are legitimate.
Hello Roshina,
Just following up on below; was a process finalized?
Heather Shanefield
Supports Coordinator Supervisor
*Join Our Team
<https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=ca2119e0-a04f-4a5c-acc4-5e604142e81d&ccId=19000101_000001&lang=en_US>*
★ *Apply
<https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=ca2119e0-a04f-4a5c-acc4-5e604142e81d&ccId=19000101_000001&lang=en_US>Here
<https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=ca2119e0-a04f-4a5c-acc4-5e604142e81d&ccId=19000101_000001&lang=en_US>!*
One Belmont Avenue, Suite 900
Bala Cynwyd, PA 19004
267-765-2000 - Main Line
267-765-0891 - Direct Line and Fax
hshanefield at qualityprogressions.org
www.qualityprogressions.org
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<https://twitter.com/qpsupports>
<https://www.facebook.com/people/Quality-Progressions/100083154229250/>
[image: image004.jpg]
*From:* Rhoshina Stewart <RHStewart at septa.org>
*Sent:* Thursday, March 6, 2025 11:31 AM
*To:* Heather Shanefield <hshanefield at qualityprogressions.org>
*Cc:* CPS Management <CPSmanagement at spininc.org>; Dothink1 at gmail.com;
Latoya Maddox <LatoyaMaddox at libertyresources.org>; Cassandra West <
CWest at septa.org>; Chase Campbell <CCCampbell at septa.org>; Charles Horton <
chorton at septa.org>; Shanel Roland <SRoland at septa.org>; PAULA URMSON <
purmson at spininc.org>
*Subject:* RE: SAC follow up
'
*[EXTERNAL EMAIL]* WARNING: This email is from outside of QP. Please make
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'
Good afternoon, Heather,
Firstly, I apologize for my delayed response. We are working through the
details and have not finalized our process. Once finalized we will be sure
to provide you with an update. Thank you for your patience.
Kind regards,
~Rhoshina *(Ro-Shon-na)*
*Rhoshina H. Stewart (she/her)*
*Director of Transportation*
*Access Control Center & Germantown District *
Southeastern Pennsylvania Transportation Authority
1234 Market St., 4th floor, Philadelphia, PA 19107
*RHStewart at Septa.org <RHStewart at Septa.org>* *|* *www.septa.org
<http://www.septa.org/>*
*M: 215.964.4794* *|* O: 215.580.3468
*(Formerly CCT)*
*From:* Heather Shanefield <hshanefield at qualityprogressions.org>
*Sent:* Thursday, March 6, 2025 10:52 AM
*To:* Cassandra West <CWest at septa.org>; Chase Campbell <CCCampbell at septa.org>;
Charles Horton <chorton at septa.org>; Shanel Roland <SRoland at septa.org>;
Rhoshina Stewart <RHStewart at septa.org>; PAULA URMSON <purmson at spininc.org>
*Cc:* CPS Management <CPSmanagement at spininc.org>; Dothink1 at gmail.com;
Latoya Maddox <LatoyaMaddox at libertyresources.org>
*Subject:* RE: SAC follow up
Hello SEPTA,
I am just following up on below which was a continued discussion and
collaboration effort from the SAC meeting. We have a SAC meeting on
3/11/2025 and we have not received any update from SEPTA.
Can someone please respond by 3/10/2025?
Thank you,
Heather
Quality Progressions
Supports Coordinator Supervisor
Phone and Fax: (267)765-0891
*From:* Heather Shanefield
*Sent:* Thursday, February 27, 2025 1:05 PM
*To:* Chase Campbell <CCCampbell at septa.org>; Charles Horton <
chorton at septa.org>; PAULA URMSON <purmson at spininc.org>; Rhoshina Stewart <
RHStewart at septa.org>
*Cc:* Latoya Maddox <LatoyaMaddox at libertyresources.org>; CPS Management <
CPSmanagement at spininc.org>; Cole Holmes <dothink1 at gmail.com>
*Subject:* RE: SAC follow up
Hello SEPTA,
I am just following up on the process SEPTA was working on for day service
providers. Was that finalized?
Thank you,
Heather
Quality Progressions
Supports Coordinator Supervisor
Phone and Fax: (267)765-0891
*From:* Heather Shanefield <hshanefield at qualityprogressions.org>
*Sent:* Friday, January 3, 2025 6:39 PM
*To:* Chase Campbell <CCCampbell at septa.org>; PAULA URMSON <
purmson at spininc.org>; Rhoshina Stewart <RHStewart at septa.org>
*Cc:* Latoya Maddox <LatoyaMaddox at libertyresources.org>; CPS Management <
CPSmanagement at spininc.org>
*Subject:* Re: SAC follow up
Hi,
We don't call programs workshops anymore....that is an old term and many of
those contracts have been phased out because paying sub minimum wage aka
for piece-work is not normal;-)
I am looking forward to hearing more about the finalized process.
Thanks,
Heather
Supports Coordinator Supervisor
Quality Progressions
Phone and Fax: (267)765-0891
------------------------------
*From:* Chase Campbell <CCCampbell at septa.org>
*Sent:* Monday, December 30, 2024 11:11:49 AM
*To:* PAULA URMSON <purmson at spininc.org>; Heather Shanefield <
hshanefield at qualityprogressions.org>; Rhoshina Stewart <RHStewart at septa.org>
*Cc:* Latoya Maddox <LatoyaMaddox at libertyresources.org>; CPS Management <
CPSmanagement at spininc.org>
*Subject:* RE: SAC follow up
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'
Hello Paula
Rhoshina and I are working on a process for all workshops to receive up to
date information when their staff call about a customer. Once finalized we
will set up a meeting to discuss and see if the process is doable for the
workshops.
I apologize for the late response but please rest assured that we have not
forgotten about your concerns.
Thank you
Chase Campbell | Director of Paratransit Scheduler
Southeastern Pennsylvania Transportation Authority
1234 Market St. 4th fl
cccampbell at septa.org | www.septa.org
Cell: 215-964-4780
Office: 215-580-8101
*From:* PAULA URMSON <purmson at spininc.org>
*Sent:* Friday, December 20, 2024 12:29 PM
*To:* Heather Shanefield <hshanefield at qualityprogressions.org>; Chase
Campbell <CCCampbell at septa.org>; Rhoshina Stewart <RHStewart at septa.org>
*Cc:* Latoya Maddox <LatoyaMaddox at libertyresources.org>; CPS Management <
CPSmanagement at spininc.org>
*Subject:* Re: SAC follow up
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Good Afternoon,
I am reaching out to provide an update regarding my earlier correspondence,
specifically to share an additional incident that occurred on December 19,
2024, which had the potential to escalate into a dangerous situation, had
they not been at our center.
As I mentioned in my previous email, we call Septa around 3:15 to check on
the status and arrival times for the remaining individuals on the program.
Yesterday, we called and were made aware that two individuals, CCT ID#
762869 and 745591 both had uncovered rides and another two individuals CCT
ID# 708245 and 761424 had rides with drivers. The estimated time of arrival
was 4:08p and 4:33p. All our staff leave at 4 pm, but if people are still
here, a manager will stay until they are picked up. A family member could
pick up the first two individuals with uncovered rides since the driver was
not available.
I stayed with the other two individuals with the confirmed late pickups.
At 4:15 the ride for 708245 had not arrived, so I called to check the
status. I was told that this ride was rescheduled for 5 pm automatically
because it became uncovered, however, no one was contacted with this
change. I decided to check the other ride for 761424, and was told this
ride was uncovered, would I like to reschedule the ride, or they could put
it back in? I was told they were put back in for 4:25, but there is no
guarantee there will be a driver for the ride. Her sister was en route to
pick her up, arriving at almost 5 pm, and the driver did not show up for
her.
Around 4:40 I called Septa again to check the status of the ride for 708245
and was told there was a driver and they would be there between 5 and 5:30
pm. At around 5:05 a driver showed up to pick up one of the uncovered
rides from earlier (745591), and a few minutes later another driver came to
pick up the other uncovered ride (762869), but neither was for the person
still waiting. I ended up driving this person home, and in talking to his
mother, they were going to arrive at the center around 5:53 pm, almost 3
hours after his original scheduled ride.
The transportation service intended for seniors and individuals with
disabilities must ensure a reliable and safe process, as frequent
rescheduling, no-shows, or significant delays are unacceptable. It is
concerning to consider those who may be left waiting outside at medical
appointments or other venues that have closing times, as this situation
poses serious risks to the safety and well-being of this vulnerable
demographic.
I feel this presents the opportunity for collaboration to develop proactive
strategies and solutions to tackle potential problems before they occur.
The reasons given, including the inability to manage ride scheduling
effectively, technical issues with the new system, and dependence on an
algorithm for AI-generated rides, are not adequate and simply cannot be
accepted.
I would appreciate your guidance on how I can contribute effectively, as I
am willing to engage actively, particularly in efforts aimed at
safeguarding the health and safety of individuals with disabilities and
senior members of our community.
Thank you,
*Paula Urmson **, CTRS *
Lead Assisting Director, Community Participation Services
(215) 251-0471
1-844-SPIN-CAN
spininc.org
Checkout our Careers Apply *HERE
<https://campaigns.signature365.com/us-3Kmxy6ikIp7QbvZD-e3b5GHbGzFveEoyK/eml_VC2ZHJQiY1eLQq0B/go/cBA>*
------------------------------
*From:* PAULA URMSON <purmson at spininc.org>
*Sent:* Thursday, December 12, 2024 9:57 AM
*To:* cccampbell at septa.org; rhstewart at septa.org
*Cc:* LAURA SILSBY <LSILSBY at spininc.org>; Heather Shanefield <
hshanefield at qualityprogressions.org>
*Subject:* SAC follow up
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Good morning,
I wanted to follow up on my comment from the SAC meeting on Tuesday about
ride and driver coverage, particularly concerning late or canceled rides.
Thank you for clarifying that the phone number on file is contacted when
there are changes in ride status.
In the SPIN CPS program, we typically call the main Septa access number
around 3:15 p.m. to check on the rides for those still waiting, which is
when we often find out about any uncovered, late, or canceled rides. Many
individuals rely on this service as their main transportation, and the lack
of an alternative can lead to significant anxiety for them and their
families, especially since they may not always receive timely updates or
assume the center is informed.
One potential solution to improve communication with families and
facilitate planning for alternative transportation is to designate a
contact at the center who can be notified if a ride is late, uncovered, or
canceled. This could help close the communication gap, and lead to a more
efficient and timelier exit.
I would be happy to discuss this further or brainstorm ideas with your team
if you're open to exploring this option. While I can't speak for other
centers and their processes, I believe this approach could also be
beneficial for them.
Thank you so much,
Paula Urmson - SPIN Community Participation Supports
*Paula Urmson **, CTRS *
Lead Assisting Director, Community Participation Services
(215) 251-0471 [m]
------------------------------
<https://spininc.org/>
10980 Norcom Rd.
Philadelphia, PA 19154
1-844-SPIN-CAN
spininc.org
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