A small change with a big impact
Small adjustments can create outsized benefits, especially for people who rely on community transportation every day. The latest shift in HandyDART service policy is a prime example. What at first glance appears to be a minor tweak has already unlocked more autonomy for riders, reduced wait times, and broadened access to essential appointments, social events, and everyday errands.
Meet Brian Gibney: a lifelong adventurer in a wheelchair
Brian Gibney, 55, has lived with a wheelchair since a traumatic accident at 18. Yet the accident did not dampen his enthusiasm for trying new things or his commitment to staying active in his community. He has traveled to friends’ houses, explored neighborhood events, and pursued hobbies that keep him engaged with the world around him. What he needed most was dependable access to transit that understood the realities of wheelchair users who shoulder a full day’s worth of activities, from flexible appointment windows to reasonable ride times.
The change: improved scheduling and curb-to-curb flexibility
The policy change centers on three practical improvements: simplified booking windows, more consistent curb-to-curb service, and greater flexibility for same-day ride requests. Previously, riders often faced rigid time blocks or longer waits when schedules shifted due to traffic or last-minute plans. The new approach gives dispatchers more latitude to coordinate with multiple riders in a shared route, speeding up dispatch and reducing idle time for the rider waiting at the curb. For many, this translates into fewer missed appointments, easier coordination with caregivers, and the freedom to plan a fuller day without fear of transit delays.
Practical benefits on the ground
For Brian, the change means a smoother daily rhythm. He can arrange morning medical appointments, then meet friends for coffee or participate in a community program without the stress of uncertain transportation. The tweak also reduces the average wait time, which matters when every minute counts—particularly for those relying on medical visits or timed social activities. In addition, improved curb-to-curb coordination allows caregivers and family members to better schedule their own commitments, knowing HandyDART rides align more predictably with the day’s plan.
User-driven improvements: a model for inclusive transit
Transit agencies increasingly recognize that accessibility is not only about ramps and ramps alone but about reliable, user-centric service design. The HandyDART changes demonstrate how listening to riders’ real-world needs can yield meaningful upgrades without requiring a complete system overhaul. Riders and advocates emphasize the importance of consistent driver training, clear communication during ride windows, and transparent updates when schedules change. While the policy update is modest in scope, its impact is measurable in increased independence and social participation for people like Brian.
A future of more inclusive mobility
As communities grow, their transit solutions must adapt to diverse needs. The HandyDART improvement is a reminder that accessibility is a moving target—one that improves when agencies maintain open channels with riders and caregivers. Stakeholders hope to see continued improvements in ride reliability, more flexible pickup times, and expanded assistance options at key locations such as health clinics, community centers, and employment sites.
What riders are saying
Early feedback from riders suggests the changes are being felt in practical ways: fewer last-minute cancellations, more predictable scheduling, and a greater sense of independence. Brian’s story is emblematic of a broader trend—when transit adapts to the needs of wheelchair users, the entire community benefits through better access to services, social connection, and economic participation.
