Staff Report #2
September 30, 2020
To All Commissioners
Re: COVID-19 Pandemic Response Update
Recommendation
That the report be NOTED and FILED.
Background
As set out in Staff Report #1 – Pandemic Response Plan, dated May 27, 2020, in light of the pandemic declaration in March of 2020, followed by an extended period of responding to issues as they arose, a Pandemic Response Plan was developed in an effort to navigate the organization through not only the pandemic period, but also the period following. The Plan will be an iterative document, intended to guide the organization through the crisis and back to the place it was prior to the pandemic. The Plan breaks down the path to recovery into three primary phases:
- Resolve – assess issues as they arise in an effort to maintain services;
- Resiliency – reassess decisions made in the Resolve phase and implement practices and policies that will ensure resiliency going forward as the pandemic situation continues to evolve; and
- Rebuild – establish a transit system that has responded to the challenges created by the pandemic and its lasting effects including shifts in ridership patterns, levels and expectations; public health expectations relating to the safety of employees and riders; availability of funding from all levels of government; and community priorities.
Currently, the organization is considered to be in the Resiliency phase of the Plan, reviewing past decisions and practices for effectiveness and applicability for implementation in preparation for a potential second wave. The remainder of this report provides details with respect to the COVID-19 related actions taken since the last update report provided in August (see Staff Report #5, dated August 26, 2020).
Return to Front-Door Boarding and Fare Collection
On August 19, 2020, conventional transit services saw a return to front door boarding, and both the conventional and specialized services saw a return to fare collection.
As was set out in the July Staff Report (see Staff Report #1, dated July 29, 2020), the implementation date was contingent upon equipping the required number of buses with Operator barriers prior to the resumption of front-door boarding and fare collection. All buses operating in service have been equipped with an operator barrier, noting approximately 60 buses have been equipped with temporary barriers which are scheduled to be replaced with a permanent one over the next two week period.
The move to fare collection beginning mid-month resulted in the unavailability of monthly passes for the month of August noting sales of monthly passes ends on the 10th of each month. Given that monthly passes were not available for August, customers were left with the choice of cash, ticket or stored value as methods of payment. In an effort to mitigate the anticipated lineups and crowds at LTC locations, customers were encouraged to purchase their fare media, including their September passes in advance of their usual purchasing windows. There were no significant crowding issues experienced at either of the LTC locations relating to August fare media purchases.
One-Way Passenger Flow
Coincident with the return to front-door boarding, on-board posters were installed reminding customers to board at the front door and alight at the back doors whenever possible (noting those with accessibility needs would continue to utilize the front door for boarding/alighting). The need to maintain this one-way flow is supported by a recommendation in the Provincial Guidelines with respect to service resumption, noting the intent is to mitigate crowding conditions around the front door as other passengers attempt to board, and also to provide room for passengers to spread out.
Over the past few weeks, there have been increased complaints from customers with respect to riders not adhering to the one-way flow requirements, but rather congregating near the front of the bus and utilizing the front door to alight. In an effort to remind passengers of the one-way flow requirement, an on-board message have been added to play each time a stop request is activated, reminding passengers to leave through the back doors; and social media messaging on this subject will also be ongoing.
Section 22 Class Order – Mandatory Masks on Public Transit and Vehicles for Hire
Per the Section 22 Class Order issued by the Middlesex-London Health Unit (MLHU), masks/face coverings became mandatory on Monday July 20, 2020. The following initiatives are in place in an effort to communicate this requirement:
- on-board signage indicating that masks are mandatory when riding transit;
- external announcements playing a recorded message reminding people that masks are mandatory on transit;
- internal signage with respect to requirements of Operators to wear masks while operating transit vehicles at all times when they are not operating the bus behind a fully-closed Operator barrier;
- LTC social media has been utilized to remind riders of this requirement, this will continue going forward;
- the LTC website includes this information, noting a direct link to the MLHU website is provided for specific details regarding the Order and related exemptions noting it was confirmed with the MLHU that enforcement of this order rests with the Health Unit, and as such, LTC Operators would not be refusing riders without a mask, nor would they be asking riders why they are not wearing a mask.
Customer contacts via social media, email and telephone have been received over the past month with respect to the mandatory mask requirement and questions regarding how LTC is enforcing same. As experienced at the Strategic Policy and Priorities Committee meeting on September 22, 2020, there are widely varying opinions regarding the requirements for Londoners to wear masks. Unfortunately, disagreements with respect to the requirements have occurred on LTC buses. There have been a number of occurrences of passengers getting into arguments on board, in some cases including the use of profanity and verbal harassment. In one case, police were called when an altercation between passengers turned physical.
In an effort to heighten awareness of the mask requirement, an additional on-board poster has been installed reminding passengers that we are all in this together, encouraging adherence to the mandatory mask requirement. In addition, a corporate social media focus going forward will be on doing your part, versus admonishing others.
Preparing for a Second Wave
As mentioned earlier in the report, the resiliency phase of the Pandemic Response Plan reassesses decisions made in the resolve phase and looks to implement practices and policies that will ensure resiliency going forward as the pandemic situation continues to evolve. Given the increased case counts of COVID in the community over the past few weeks, administration has increased focus on this phase, and ensuring an appropriate level of preparedness to allow the organization to respond to the ever-changing operating environment. The following provides a high level summary of some the initiatives that have been undertaken in preparation for going forward.
Service Level Adjustments
As set out in Staff Report #3, dated September 30, 2020, service levels on both the conventional and specialized services have been adjusted multiple times throughout the first wave of the pandemic in response to a number of factors, including, but not limited to declining ridership levels and decreases in employee resource availability. The Staff Report also includes changes that are being made to routes in response to customer feedback and employee resource availability. The daily monitoring of service and staff levels has resulted in the ability to identify areas of concern and opportunities to address same. This approach will not only be critical throughout the pandemic period, it has provided lessons learned for moving forward with respect to the ability to respond to service-related concerns in a more timely manner.
In light of the continued uncertainty with respect to what the future will bring, the approach for the Operator sign-up which was developed during the response phase is being utilized again, but with some minor adjustments based on lessons learned. During the first two weeks of October, LTC Operators will sign for their work for the period of November 29, 2020 through February 6, 2021. This process will require Operators to sign for three different scenarios (full service, 10% reduced and 30% reduced), any of which may be implemented depending on the situation at the time. This approach places the organization in a position of being able to respond and react quickly to changing circumstances, while also continuing to provide employees with the opportunity to choose their work.
With respect to the specialized service, any required adjustments to service levels will be coordinated with the service provider in the same manner that was utilized during the first wave. While demand for this service dropped significantly during the first wave, there were many customers who relied on the service to get them to and from important medical appointments including regular dialysis treatments.
Employee Protection
As previous reports on this topic have laid out, a significant number of actions were taken in an effort to protect employees throughout the pandemic period. Through the resiliency phase of the Pandemic Response Plan, these initiatives were also reviewed in an effort to determine whether they needed to remain in effect, be amended, or be discontinued. In the majority of cases, given the threat from the pandemic has never completely subsided, these initiatives remain in place. The following provides a list of the actions/policies/procedures that remain in place and continue for the foreseeable future.
All Employees
- communications encouraging good hygiene (frequent hand washing, cough into your sleeve, avoid touching eyes, etc.)
- communication reminding employees not to attend the workplace if they are ill or experiencing any COVID symptoms
- physical distancing expectations in the workplace:
- adjustment to desks to provide for appropriate distancing
- limitations on attendees in various meeting rooms and gathering places, noting furniture has been re-arranged and chairs have been removed consistent with maximum capacities
- reduction in in-person meetings, with a preference for a phone call or email communication
- enhanced cleaning of all high-tough areas in the office – now included as part of regular monthly health and safety inspections
- provision of hand sanitizer at all common areas as well as for personal employee use at desks
- installation of foot pulls on doors to avoid use of door handles
- reminders to wear gloves when handling cash/tickets etc.
- installation of plexi-glass barriers in areas with increased levels of face to face contact
- provision of masks to all employees for use when physical distancing is not possible
- signage in all facility access points restricting entry to anyone who is ill or experiencing COVID symptoms
- COVID-19 screening questionnaire for all visitors
In addition to the aforementioned, the following additional initiatives have been undertaken with respect to specific employee groups.
Operators and Inspectors
- provision of hand sanitizer to be used whenever contact is required with a customer/mobility device, etc.
- provision of disinfectant on all buses and inspector vans to be utilized to clean the Operator area between shift changes and any other time as deemed required
- communications regarding the proper method for donning/doffing gloves
- installation of Operator barriers on all buses, providing for a barrier between Operators and passengers during boarding
Fleet and Facilities Employees
- adjustment to shift start/end times to reduce crowding
- provision of additional “clean-up” time at the end of shifts to provide the opportunity for all shared tools to be wiped down
Given the majority of the aforementioned have been in place for the past six months, an effort is currently underway to remind employees of expectations, and to encourage vigilance as we continue to operate through the next wave. Signage is being refreshed and installed over the coming days and reminders of expectations will be directed to employees.
Rider Protection
As previous reports on this topic have laid out, a significant number of actions were also taken in an effort to protect transit customers throughout the pandemic period. Through the resiliency phase of the Pandemic Response Plan, these initiatives were also reviewed in an effort to determine whether they needed to remain in effect, be amended, or be discontinued. In the majority of cases, given the threat from the pandemic has never completely subsided, these initiatives remain in place. The following provides a list of the actions/policies/procedures that remain in place and continue for the foreseeable future.
On-Bus
- posters outlining customer expectations
- don’t ride if you are sick, masks are mandatory, practice good hygiene, stay behind the yellow line, maintain a one-way flow, maintain physical distancing
- external announcement reminding customers that masks are mandatory
- internal announcement reminding customers to maintain a one-way flow and exit through the rear doors
- nightly disinfection of all high-touch points on every bus
- review of community bus practices and changes to same in light of the pandemic
Social Media/Corporate Website
- information and reinforcement regarding customer expectations
- don’t ride if you are sick, masks are mandatory, practice good hygiene, stay behind the yellow line, maintain a one-way flow, maintain physical distancing
- COVID-19 page on website outlining all practices in place as well as a frequently asked question section
Consistent with the practices in place to protect employees, the practices in place to protect customers have also been in place for some time, noting some have been altered given changing expectations from public health. On-board posters are being changed on a regular basis to provide similar messaging but a different look in an effort to continue the reinforcement of the messaging.
Pandemic Plan – Rebuild Phase
Perhaps the most critical part of the Pandemic Response Plan is the Rebuild phase, which looks to establish a transit system that has responded to the challenges created by the pandemic and its lasting effects including shifts in ridership patterns, levels and expectations; public health expectations relating to the safety of employees and riders; availability of funding from all levels of government; and community priorities.
While the organization has not technically reached this phase, every initiative that has been revisited during the resiliency phase has been assessed with this in mind. While a decision to leave a significantly reduced level of service in place given ridership has not yet returned as anticipated may make sense in the moment, consideration also needs to be given to the impact this decision may be having on the desired outcome (i.e. has ridership not returned due in part to the limited availability of the service).
In the coming months, a revisited 2019-2022 Business Plan will be tabled with the Commission for consideration which will address the aforementioned issues and required responses.
Recommended by:
Mike Gregor, Director of Finance
Shawn Wilson, Director of Operations
Joanne Galloway, Director of Human Resources
Craig Morneau, Director of Fleet & Facilities
Katie Burns, Director of Planning
Concurred in by:
Kelly S. Paleczny, General Manager