Paratransit users voice concerns over Embark's scheduling software issues

During a recent meeting of the Community Planning & Transportation Committee in Norman, Oklahoma, paratransit users voiced significant concerns regarding the new scheduling software implemented by Embark, which has led to a series of operational challenges. With over a century of collective experience among the speakers, the frustrations expressed highlighted critical issues affecting passenger safety and service reliability.

The paratransit users reported that the software, introduced two months prior, has caused numerous scheduling problems, including missed rides, excessive wait times, and communication breakdowns with customer service. One user recounted making multiple calls without receiving adequate responses, illustrating a broader trend of dissatisfaction among riders. Many users have experienced ride times extending up to three hours, particularly those traveling from remote areas to essential services, which raises serious concerns about accessibility and the adequacy of the service.

Safety was a primary concern, as users described being packed into vehicles without proper securement for mobility devices, leading to fears of injury during transit. The pressure on drivers to adhere to strict schedules has reportedly resulted in erratic driving behaviors, further endangering passengers. Users noted that drivers, who are typically familiar with their needs, are now overwhelmed by the demands of the new system, leading to a decline in service quality.

The committee was urged to consider these issues as the Embark contract approaches renewal. Riders expressed hope that their experiences would inform negotiations for improvements, emphasizing the need for a system that prioritizes both safety and service reliability. The meeting underscored the urgent need for a reassessment of the paratransit service to better meet the needs of its users, many of whom rely on it for essential daily activities.

As the committee deliberates on these matters, the voices of paratransit users serve as a crucial reminder of the importance of accessible and reliable transportation services in the community. The anticipated next steps include further discussions on potential changes to the service and a commitment to addressing the ongoing challenges faced by riders.