Residents and advocates told the Escambia County Board of County Commissioners at a May public forum that a new “flex transit” pilot is creating confusion and leaving people with disabilities without reliable paratransit service.

Carolyn Groley, a resident and disability-advocacy speaker, said the pilot’s rollout included conflicting letters and directions and that the service app is not accessible to some users. “It is not accessible to people in Tampa either,” she said, describing similar problems she learned about in another Florida city.

The complaint centered on which service people should call for rides, how payments will be handled and whether the Flex pilot is supposed to replace or run alongside existing paratransit. Groley said she received letters that alternately described the new option as voluntary and as required; callers she spoke with were told to call different providers. She gave an example of a person who was not brought to work because of the confusion.

Commissioner (unspecified), who said he serves as chairman of the county’s Transportation Disadvantaged Board, told Groley the county will convene meetings to address the concerns and will not advance changes that could harm citizens with disabilities without fuller vetting. “I can just tell you that your concerns and all of the Transportation Disadvantaged Board concerns are gonna be addressed,” he said.

Groley urged the county to follow federal transportation guidance she cited — which recommends multiple public hearings — and to hold additional local outreach before committing to the new service. She also said she had asked to meet with County Administrator Marino and had not received a return call before the forum.

County officials did not adopt a formal decision at the forum. Commissioners promised follow-up meetings and to coordinate with administrators and the Transportation Disadvantaged Board to clarify which services will be provided, how accessible tools such as apps will be, and how the pilot will affect people who rely on paratransit.