TransHelp’s policies and procedures update was led by Aislin O’Hara, as part of Peel Region’s Accessible Transportation Master Plan. Aislin conducted a gap analysis that revealed a high level of organizational risk due to a lack of policies surrounding customer behaviour expectations and fare payment.

 

Aislin created a new AODA-compliant Eligibility Policy & Process for seniors and persons with disabilities to apply for and access TransHelp paratransit services within Brampton, Mississauga and Caledon. The end product was a new user guide, outlining the revamped policies.  The guide was made accessible for people with differing abilities.

 

Over 20,000 customers were impacted by the policy update. We managed this change through the establishment of policy working groups, presentations to Regional Council and advisory groups, and engagement of front-line staff in the rollout of the new policies and processes.