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Disabled riders press Broward commission on paratransit safety; county pledges follow-up
Summary
Visually impaired and other disabled riders told the Broward County Commission that paratransit vehicles and complaint handling are failing users, citing late pickups, substitution of contractors and instances of riders dropped at wrong addresses. County staff and the contractor pledged investigations and the auditor confirmed an in‑progress review.
Tenille Brown and other advocates on Dec. 9 urged the Broward County Commission to strengthen oversight of paratransit services, saying riders with disabilities are being put in harm—s way by inconsistent contractor practices and poor complaint follow‑up.
"Transportation is freedom, and it gives [the visually impaired] a sense of safety," Tenille Brown told commissioners before listing three concrete requests: stronger oversight and compliance, mandatory recurring driver training, and a rider‑centered safety standard. She said visually impaired riders are sometimes dropped in "unknown safe locations" and face language and communication barriers in reporting incidents.
Later in the meeting, rider Jennifer Wilson described being left at the wrong house and panicking because she could not identify her home. "I began to panic," she said. Wilson said seat belts were sometimes broken, rails loose, and that vehicles sometimes emitted a "propane smell," raising health and safety concerns.
Transportation America, the primary contractor, and county transit staff said they take the complaints seriously. Ray Gonzales, president and CEO of the contractor, said the company will investigate the specific incident Wilson described and review its complaint‑response timing. "If the driver is not terminated, he will be terminated," Gonzales said.
County staff acknowledged gaps in communication and the complaint process. The county auditor, Eric Melton, told the board an audit of the paratransit system is underway that specifically examines how complaints are resolved.
Commissioners pressed for clearer remedies and direct county responsibility for oversight. Commissioner Davis said the county cannot "pass the buck" to contractors and asked for a report back on contract compliance and complaint handling. Senator Rich asked that the topic be added to an existing project dashboard so commissioners can track remediation steps.
The board did not adopt a new ordinance at the meeting but asked administration to add the matter to the dashboard and to return with a clear action plan and the auditor—s audit findings. County staff and the contractor committed to follow up with complainants and to refine complaint tracking and driver refresher training.
What happens next: County staff will investigate the specific incidents raised, the contractor pledged to review driver discipline and training, and the auditor—s in‑process review will examine complaint workflows and timeliness. Commissioners directed staff to add paratransit oversight to the new project dashboard for ongoing tracking.
