Rider tells KTA board of repeated paratransit delays, asks for accountability and clearer contacts

KNOXVILLE — During public comment on Nov. 19, Charwin Snelson of 235 Carter Road told the KTA board about repeated problems with paratransit service and urged the authority to fix accountability and communication.

Snelson said incidents began earlier in the year and have continued. He recounted being picked up from Optimal Health West at 5:40 a.m. and dropped off at 7:15 a.m. on one occasion after a driver dropped another passenger and backtracked. On another trip he said he waited 28 minutes at Benoisdale for a passenger to arrive. "Where is the accountability? Who What is the problem?" Snelson asked the board.

Snelson said he had reached out to staff, including Brian McClure, and was told inquiries would be forwarded to Zaneta Fenton; he said he did not appreciate being passed from person to person. He also described a 40‑minute hold time when calling dispatch and said drivers and some new lift staff appear to be struggling with equipment — he recommended a quick reference sheet for lift operators to use the tablet manifest and routing software.

"Someone is dropping the ball with all these situations," Snelson said, and asked the board to investigate and provide direct contact information — email addresses or extensions — so riders can reach the people who can resolve issues.

The chair asked whether others wanted to speak; no additional speakers addressed the board. The board did not provide an immediate resolution during the meeting; Speaker 1 and staff acknowledged the complaint and staff will be expected to follow up outside the public comment period.

What happens next: The board receives monthly updates on service restoration and staff indicated they will continue weekly staffing reviews; the public comment requests an investigation and clearer rider contacts that the board will need to address in follow-up communications.