Arlington accessibility panel presses staff to investigate new wheelchair straps, app notifications and lift alternatives

The Arlington County Transit Accessibility Subcommittee on June 9 urged county staff to investigate whether recently introduced wheelchair securement straps can be replaced or retrofitted after riders and drivers reported slower, harder-to-use restraints on some new vehicles.

Chair Roseanne Ashby convened the virtual meeting and opened the public-comment period, where riders described both praise for STAR’s improved reliability and complaints about cancelled trips and long waits. "My appointment was cancelled and the driver was outside but they couldn't bring me home until the time set," Edith Barker said, urging staff to log and investigate the incident.

Nut graf: The bulk of committee discussion centered on securement straps installed in the 2025-vintage vans and on follow-up work for technology and training. Riders and some drivers described the new manual straps as slower and, in at least one rider’s account, less secure; county staff said drivers have been retrained, the new straps are compatible with the vehicles and the county will research retrofit and procurement options.

Riders and committee members described a clear contrast between the two vehicle types in the new fleet. Rocco Viscante, an Arlington planner reporting on action items, said the county now operates 15 2025 Chrysler Voyagers (side-load ADA ramps) and two Ford Transit 350s with side-load ADA lifts. Several riders and a frequent rider identified as Daniel said the Voyagers’ manual straps take considerably longer to apply and in some cases have failed to hold wheelchairs securely. "These straps take at least five minutes longer than the old straps, maybe 10," Daniel said, arguing that replacing them with retractable restraints would quickly pay for itself in reduced driver time and idling.

County staff and operators responded that drivers have completed additional securement training and that some riders have reported positive experiences using the new restraints. Carissa, an Arlington assistant chief, clarified that staff meant to say the straps are compatible with the vehicles rather than that they are problem-free. "We have retrained drivers and conducted demonstrations," Rocco said; he told the subcommittee the county will keep using the current securements while investigating options.

Committee members asked staff to pursue several follow-ups. They requested a written report documenting whether the county or the service provider specified strap type during procurement, whether Voyagers can be retrofitted with retractable/retracting restraints used on other vehicle types, and a safety review that includes any incident reports. Kent Keyser and others asked staff to check manufacturer and provider specifications and to contact regional safety managers if needed.

The meeting also covered the Spare rider app and driver training. Melissa Polarka of Spare described a 60–90 minute training module (virtual or in-person) covering account setup, booking and managing trips, communication with drivers and troubleshooting; Rocco said driver training materials are proprietary but that staff provided an overview (including 40 hours of defensive-driving and behind-the-wheel training plus sensitivity training). Committee members asked staff to circulate the presentation and to offer virtual sessions to boost rider participation.

On notifications, Rocco said Spare can include a scheduled pickup time in rider messages but the system typically sends a pickup window because Spare optimizes routing and times can change if drivers call out or other disruptions occur. He also reported staff have adjusted geo-fencing to improve arrival-notification accuracy and that outreach to Alexandria’s paratransit operation found no obvious comparable problems there.

The subcommittee recorded several action items: staff will (1) investigate whether Voyagers can be retrofitted with retractable restraints and report procurement records for the straps, (2) confirm the reasonable-accommodation submission options (mail vs. email/online) through Arlington County DEES and report alternatives, (3) circulate the Spare training materials and schedule training sessions for riders, and (4) continue monitoring Spare notification behavior and geo-fencing improvements. Rocco said he would circulate the presentation and written action-item report after the meeting.

The subcommittee approved the May meeting minutes without a roll-call tally and agreed to handle some follow-up items by written report before the next meeting. The meeting adjourned after the committee set those action items and asked staff to return with findings.