1 Access Services Annual Report

Fiscal Year 2008-200909Another Point of View

Delivering Service with a New Perspective

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MissionAccess Services promotes access to all modes of transportation and provides quality and safe ADA paratransit service on behalf of public transit agencies in Los Angeles County.

Vision Access Services serves the community as the leader in promoting accessible and innovative transportation solutions.

We accomplish this vision by:> Providing quality, efficient,

safe and dependable ADA paratransit service.

> Leading the national dialogue as an advocate for universal access to transportation.

> Partnering with other entities to secure alternate funding sources and legislation that expands transportation options.

Throughout this year’s report, we feature images from our Customer Perception Project, profiled on page 18.

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Following more than ten years of dedicated service, much of which was spent as Treasurer to the Access Services Board of Directors, Jan Heidt retired in June 2009. Ms. Heidt thrived through the best and worst of times at Access, and she has been instrumental in shaping Access Services into the outstanding ADA paratransit provider it is today. I would like to personally thank Jan for her years of commitment. Hers is a presence on the Board that will be truly missed.

Access Board member Hugh Hallenberg moved from the Board of Directors to the Community Advisory Committee this past year. For nearly a decade, Mr. Hallenberg has earned the respect of stakeholders by remaining active in issues at the heart of Access Services. With his sincere and ever-present desire to fairly represent persons with disabilities, Hugh has always been ready and willing to get involved. The Access Community Advisory Committee is certainly lucky to have his insight, counsel and leadership.

A resounding thank you to everyone for being a part of this record-breaking year at Access Services.

Executive Director’s Message

Shelly Lyons Verrinder Executive Director

It has been a great year for both Access Services and its customers!

First and foremost, our transportation service providers experienced remarkable improvements, delivering exceptional service that exceeded every performance standard. For instance, even though Access carried 9.80% more passengers than last year, we finished the year with a record-breaking system wide on-time performance of 91.39%. And on the financial front, Access has kept a keen eye on the bottom line in spite of spiraling fuel costs. With an annual budget of $92.8 million, the agency actually finished the year with a surplus of $34,517.

Great things were accomplished this past year as a direct result of the close collaboration between Access Services stakeholders as well. The Board of Directors, the Community Advisory Committee, the Transportation Professionals Advisory Committee, the transportation service providers and most notably our customers worked together to implement a number of distinctly client-focused programs.

As you will read in this report, this past year has truly been about seeing and analyzing our service from the customer’s perspective. It was an enlightening journey for all of us here at Access — and one well worth taking.

Shelly Lyons Verrinder Executive Director

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Doran J. Barnes ChairFoothill Transit, Los Angeles Municipal Operators

Dolores Nason Vice ChairDisabled Resources Center

Joyce Rooney SecretaryCity of West Hollywood, Local Fixed Route Operators

Janice Heidt TreasurerCity Selection Committee Corridor Transportation Representatives

Hugh HallenbergLos Angeles County Independent Living Centers

Jano BaghdanianCity of Glendale, Local Fixed Route Operators

Michael GreenwoodLos Angeles County Metropolitan Transportation Authority (Metro)

Teddie-Joy RemhildLos Angeles County Commission on Disabilities

Theresa De VeraCity of Los Angeles Mayor’s Office

Shawn Solomon Ex-OfficioChair, Community Advisory Committee (CAC)

Joseph Stitcher Ex-OfficioChair, Transportation Professionals Advisory Committee (TPAC)

James Jones Access Services Legal CounselJones & Lester, LLP

Community Advisory Committee (CAC)Shawn Solomon Chair Tommy Johnson Vice Chair Gloria Broderick Second Vice Chair

Ted Anderson

Michael Anthony Arrigo

Kurt Baldwin

Michael Conrad

Tina Foa Foa

Mary Griffieth

James Harris

James Hogan

Gary Jansen

Hellen Johnson

Frances Kitrell

Terri Lantz

Veronica Martinez

Ray Louis McKeever

Isa-Kae Meksin

Gay Parrish

Harley Rubenstein

Ken Schwartz

Adinah Solomon

Michael Williams

Access Services Board of Directors Transportation Professionals Advisory Committee (TPAC)

Joseph Stitcher Chair Santa Monica’s Big Blue Bus

Jesse Valdez Vice ChairEastern Los Angeles Regional Center

Gracie A. Davis Orange County Transportation Authority

John Fong City of Los Angeles, Department of Transportation

Kathryn Engel City of Glendale

Shirley Hsiao Long Beach Transit

William Garcia Beach Cities Transit

Matthew Gleason Southern California Association of Governments

Amelia Jennings City of Downey

Dennis Kobata Torrance Transit

Kevin McDonald Foothill Transit

Jose Medrano Montebello Bus Lines

Graham Ridley City of Norwalk

George L. Sparks Pomona Valley Transportation Authority

Wayne Wassell Los Angeles County Metropolitan Transportation Authority (Metro)

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1 Antelope Valley Transit Authority

2 Beach Cities Transit

3 City of Alhambra

4 City of Baldwin Park

5 City of Bell Gardens

6 City of Bellflower

7 City of Burbank

8 City of Calabasas

9 City of Carson

10 City of Cerritos

11 City of Claremont

12 City of Commerce

13 City of Compton

14 City of Cudahy

15 City of Downey

16 City of Duarte

17 City of El Monte

18 City of Glendale

19 City of Huntington Park

20 City of Inglewood

21 City of La Cañada/ Flintridge

22 City of Lawndale

23 City of Lynwood

24 City of Monterey Park

25 City of Paramount

26 City of Pasadena

27 City of Rosemead

28 City of Santa Fe Springs

29 City of Sierra Madre

30 City of West Covina

31 City of West Hollywood

32 City of Westlake Village

Access Services Member Agencies

July 2008 Manuel GarciaBack-up Driver MV Transportation

August 2008 Elaine DiasTrainer MV Transportation

September 2008 Matthew LlamasDriver MV Transportation

February 2009 Sylvia AbricaDriver and Call TakerGlobal Paratransit, Inc. (GPI)

May 2009 Stephanie RogersDriver and Call Taker Global Paratransit, Inc. (GPI)

June 2009Juan GarciaDriver MV Transportation

Superior Service Award Recipients

Northern Region Nader Raydan General Manager MV Transportation (MVT)

Eastern Region Stacey Murphy General Manager San Gabriel Transit (SGT)

West/Central Region Scott Manchan General Manager California Transit, Inc. (CTI)

Southern Region Lee HabibiGeneral Manager Global Paratransit, Inc. (GPI) Santa Clarita Region Adrian Aguilar General Manager Santa Clarita Transit (SCT)

Antelope Valley Region Jolene Judd General Manager Southland Transit, Inc. (STI)

Access Services Contract Service Providers

33 City of Whittier

34 Culver CityBus

35 Foothill Transit

36 Gardena Municipal Bus Lines

37 Long Beach Transit

38 Los Angeles City Department of Transportation

39 Los Angeles County Department of Public Works

40 Los Angeles County Metropolitan Transportation Authority (Metro)

41 Montebello Bus Lines

42 Norwalk Transit

43 Palos Verdes Peninsula Transit Authority

44 Santa Clarita Transit

45 Santa Monica’s Big Blue Bus

46 Torrance Transit

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Spirit of Accessibility Award 2009Jerry Walker Commitment to Quality Service Award 2009

09This year’s Spirit of Accessibility Award recipient is Lawrence Rolon from Los Angeles International Airport (LAX). Lawrence is the Coordinator of LAX’s Americans with Disabilities Act (ADA) Program and has been instrumental in ensuring safe and easy access for travelers with disabilities.

This year, Lawrence spearheaded the installation of curbside ADA pick-up location signs at each of the LAX terminals, a project which had long been on the Access wish list. Each of these signs has the new Access logo and will help our customers locate their ride when they return to Los Angeles.

“As a customer-oriented facility concerned about meeting the special needs of passengers with disabilities, LAX continually strives to provide the latest equipment and the most fitting accommodations for air travelers once they arrive at the airport,” said Lawrence.

The Spirit of Accessibility Award selection committee chose Lawrence from a number of extremely qualified candidates. Access Services is pleased to honor Mr. Rolon for helping to improve access to public transportation.

Originally from Jamaica, classroom trainer Elaine Dias brings her sunny disposition to the class every day as she shares with her students her passion for safety and her compassion for Access riders.

After working at the Therapeutic Living Center for the Blind for 12 years, Elaine came to MV Transportation in 2002 as a driver. In 2004, Elaine was promoted to Road Supervisor. Shortly thereafter, based upon her knowledge, her enthusiasm and her outstanding ability to communicate, Elaine became the classroom trainer at the Van Nuys Division.

Each day Elaine pours her heart and soul into teaching the values MV Transportation expects from its drivers. Elaine preaches safety and an abiding concern for all Access riders. In addition to her classroom duties, she coordinates all the behind-the-wheel training, ensuring a consistency of performance. Elaine also makes a major contribution in the continuing training of the MV driver force, frequently presenting at safety meetings and assisting the Safety Department in achieving its goals. Her efforts show in the outstanding safety and customer service record achieved by the Van Nuys Division.

Lawrence Rolon Coordinator, ADA Program (LAX)

Elaine Dias MV Transportation, San Fernando Valley

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“Helping Hand” is a monthly customer recognition program that randomly selects customers who consistently assist in doing their part to improve the quality of service at Access. Customer contributions may be as simple as following the outlined cancellation policy or providing constructive feedback and solutions to help improve the service for everyone. Customers are selected each month for recognition, and a special limited edition “Helping Hand” pin is awarded to the recipient. After each quarter one participant is selected from the previous winners to receive two Access coupon booklets and a Certificate of Recognition. The award is presented at the Community Advisory Committee meetings.

Access Helping Hand Program Award

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Access provides a number of services to help people with disabilities find and gain access to other transportation options in Los Angeles County.

Mobility ManagementThe Mobility Management program was created in 2007 to provide guidance on transportation options for people who were given restricted eligibility or not given eligibility for Access Services. Mobility counselors call each applicant that has been denied or received restricted eligibility to ask them if they are interested in learning about transportation options other than Access that might meet their needs.

In 2009 the Mobility Management program expanded and started providing transportation counseling to:

> Riders in danger of no-show suspensions

> Riders on no-show suspensions

> Non-Access riders who contact Customer Service or OMC

> Non-Access riders who contact the RideInfo line

In addition, Mobility Management staff participated in over a dozen presentations/events within the disabled and senior communities in Los Angeles County. Through participation in these events and communication with various riders, social workers, medical staff, teachers, advocates, and others, Mobility Management has been able to develop an extensive network of transit and other social service resources to help riders. At the same time, Mobility Management has been able to effectively

educate members of the disabled and senior communities about what Access is and what it does.

Ride Info DirectoryRideInfo Directory, which is a guide of transportation resources in Los Angeles County, has been getting a makeover on the Access Services website. Currently the website has links to all the dial-a-rides and fixed-route transit operators in Los Angeles County. Our goal in the coming year is to expand the directory to include social service agencies, hospital and private providers in order to expand the number of options available in our database to RideInfo clients.

Travel TrainingThe year 2009 marks R&D Transportation’s first calendar year of providing travel training services and the team is on track to train 250 participants. The program is open to all Access Services riders and, as of October 2009, 80% of travel training participants were riders with either Unrestricted or Restricted paratransit eligibility. The remaining 20% of participants had either Temporary eligibility or were denied eligibility for Access. R&D’s surveys of travel training participants have found that 84% of respondents continue to use public transportation two months after their training, thus indicating a strong likelihood of continued fixed-route transit use in the future. To date, the Travel Training program has saved the region millions of dollars by helping people with disabilities use fixed-route transit instead of paratransit.

Mobility Management and Travel Training Updates

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Marketing and Communications Consumer Update

Our successful partnership with Metro’s Design Studio continued in 2009 and we are pleased to report that our 2008 Annual Report won First Place in its category during the American Public Transportation Association’s (APTA) annual AdWheel competition.

Other highlights of 2009 include: Metro and staff redesigned a number of essential information pieces, including our Rider Newsletters and our Eligibility Packet, which is the first information piece that most people receive from Access.

They helped oversee the creation of our first photo library, which strives to show how Access can help our riders lead independent lives.

The beautiful photos in the library are being used in this Annual Report and will be used on our website and in other publications.

They are participating in the development of our Customer Perception Project, which will use our photo library to create posters and other materials to help improve customer service at our call centers.

They are working on the “Access Welcome Packet” which will be a folder of information materials that riders receive when they become eligible for the service. The centerpiece of this packet will be a redesigned Rider’s Guide, which will come with a “quick start” guide that will help new riders use the service as effectively as possible.

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Driving Technology Forward

Access Paratransit

Annual Report

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Access Customer Perception Project

Access Services focused on generating a positive customer perception of the service by improving interactions and communications with its riders. To kick off this program, the following three projects were initiated to address specific areas:

> Customer Perception ProjectThe goal of this project is to improve and enhance interaction between customers and Access reservationists and drivers. The project involves all six service providers, together with the Access Customer Service and Operations Monitoring Centers. One of the objectives of the project is to implement a collection of routine protocols for interacting with the public system wide.

These include having a friendly tone of voice while on the phone, as well as carrying a smile and being helpful when assisting customers in and out of vehicles.

> Access Services Information LineThe Access Information Line is a dedicated information line that our customers can reach 24 hours a day, 7 days a week to hear the latest updates. The goal is to ensure that our customers are informed of service updates and changes, and that they can access this information anytime.

> Eligibility PacketWhen an individual is interested in becoming eligible for Access Services they are mailed an information packet describing the eligibility requirements and overall services provided. The packet was revised to be more user friendly and to provide a clearer picture of the eligibility process and the service provided by Access.

Here are a few of our new customer service posters, created to help our agents and drivers remember the clients we serve.

Are you talking to me? Remember me? I was pretty nervous about the Access client evaluation process. But everyone was warm and helpful; they really put me at ease. Thanks, Access. Talk to you soon.

Freedom to go.

Are you talking to me? You might remember – you helped me get tomy grandson’s ballgame last week, and it meantthe world to me. I think he was pretty happy, too.Thank you, Access. Talk to you soon.

Freedom to go.

Are you talking to me? Last week, I needed a ride to school so I could take my final exams. I was a little stressed, but then I called you to schedule a ride. It was so easy and I felt better. Thanks, Access. I’ll talk to you soon.

Freedom to go.

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Over the course of the last year, Access Services staff undertook a review of the Access Automobile liability insurance program. As a result of this review, Access Services assumed responsibility for purchasing automobile liability coverage and became the first named insured on all policies in June 2009. In addition, Access Services established a Self Insurance Retention (SIR) program, which means that Access Services must pay before the insurance company pays. The SIR allows Access Services the ability to control the defense and settlement of smaller claims. SIRs are a very effective tool for quickly resolving low severity claims, which make up the bulk of claims related to Access.

Studies have shown that the quick resolution of small legitimate claims results in lower total claims paid during the year, fewer lawsuits, and a more responsive and humanistic approach for our ridership.

One of the keys to success for the new automobile liability program is an effective and aggressive loss control program with a focus on safety — Access Safe. Access Safe is an agency- and system-wide initiative designed to promote safety improvements and processes while adhering to the importance of the values of safety in the provision of ADA paratransit in Los Angeles County. Access Safe reflects the safety culture throughout the many layers of Access. It involves the Board of Directors, the Community Advisory Committee, the Transportation Professionals Advisory Committee, Access staff, contractors, subcontractors, suppliers and our riders.

Access Safe

Access Services is the Consolidated Transportation Services Agency (CTSA) for this region; the designation comes with a mandate to promote coordination of specialized transportation services.

In 2009 the CTSA program reinvented itself through a reevaluation of its priorities. A subcommittee of TPAC members assisted with the process.

Everyone agreed that the program had matured in the services it had traditionally provided and, while they continued to be important, it was time to assess the future needs of the region and prepare for new challenges. A few highlights from the subcommittee’s discussions include:

Grant Writing Assistance and specialized training programs were still a priority function; however, the focus was on newer grants like formula Job Access Reverse Commute (JARC) and New Freedom, which emphasized tangible coordination planning and activities. The CTSA role was critical not only in the application process for the new grants but also in the development of the application review process. Overall Access assisted 12 agencies with the application process, which resulted in $12 million in grant awards.

Professional Development continued to go through a makeover through program and administrative changes. The Access Professional Development Workshop bulletin was upgraded. Access introduced web registration, which has streamlined the application and registration process. Workshops involving UCLA Extension, introduced on a pilot basis in 2008 and 2009, have been very successful and will be incorporated into the Transit Paratransit Management Certificate Program. For the first time, nominal fees were charged for some of the training programs in order to maintain and enhance the program portfolios. Over 470 transit and paratransit professionals attended CTSA workshops last year.

Greater Regional Coordination: In January 2009, Access convened a forum of CTSAs from adjacent counties to review greater regional coordination and planning. The initiative was well received. The discussions at the Regional forum led to the implementation of one of the proposed CTSA programs — the Vehicle Donation Program. Access and FACT (the Northern San Diego County CTSA) reviewed a request from Interfaith Services, a social services agency from FACT’s service area in San Diego, and donated a fully depreciated Access minivan to the program to assist in Interfaith Services’ outreach in the community.

The CTSA Program

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Centralized Reservations and SchedulingIn April 2009, we implemented the ADEPT software application in our Southern region. This platform is hosted locally at Access’ administrative offices and provides for centralized management of the trip booking process. We anticipate moving forward with other regions in 2010, including implementing web-based trip booking and an interactive voice response system.

Rider360Access’ rider information management system, Rider360, has continued to be a critical tool in the operation of our service. To further assist our riders, the system was made available on Access’ website. This allows riders to review their trip history and any customer service requests that they have submitted.

Many riders have expressed their appreciation for being able to access their information via the internet.

Communicating with Riders - Technology Updates

An update on a couple of technology initiatives:

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Financial Data – Fiscal Year 2008 –2009

Interest0.2%

STP 5310& Other FTA 59%

Prop. C 35.6%

Other 0.6%

Passenger Fares 4.6%

Funding Sources

Adminstrative4.8%

Eligiblity Determination4.9%

ParatransitOperations89.8%

CTSA & RideInfo0.5%

Expenses by Program

FY 07–08 FY 08–09 % Change

Total Passenger Trips 2,561,346 2,812,307 9.80%

Total Vehicle Trips 2,024,888 2,197,937 8.55%

Total Miles 33,589,490 35,481,971 5.63%

Revenue Miles 19,578,467 20,726,147 5.86%

Revenue Hours 894,688 997,292 11.47%

Passengers per Trip 9.66 9.43 -2.38%

Passengers per Hour 2.86 2.82 -1.40%

On-Time Performance 90.17% 91.39% 1.35%

Hour Late Trips (Late 4) 0.15% 0.09% -40.00%

Service Complaints per 1,000 Trips 3.70 5.13 38.65%

Average Initial Hold Times 41 Sec. 38 Sec. -7.32%

System-Wide Service Data

09Fiscal Year 2008–2009 was a year of growth and progress for Access. The entire Access team is very proud to have made a positive contribution towards improving our customers’ ride experience when using Access. This past fiscal year, Access Services provided over 2.1 million vehicle trips and close to 2.8 million passenger trips, which represents an 8.54% increase in trip volume and a 9.79% increase in ridership from the previous year.

Our certified client count continued to grow; it was over 83,000 riders at the end of FY 2009. Despite the growth in the system, our service providers and Access regional teams worked together and were able to meet the service demand challenges. At the same time, the teams exceeded all of the key performance standards for the year. Of particular note are the service improvements

in the densely populated West Central service region. Since Access revised the boundaries of the West Central service region, reducing its size, we have been able to turn a historically difficult-to-serve area into one of the best in the system. This achievement clearly demonstrates that when everyone involved works together as a creative team, we can overcome most challenges and obstacles. In order to further improve our customers’ experience with Access, we initiated several customer perception projects with our service providers. One such project involved working closely with call takers and drivers to ensure that they understand the importance of the service they provide to our customers. We will continue to work with the front line staff, essentially the faces of Access, to make sure their voices, faces and body language project a positive and caring attitude when serving our customers.

Operations Report – Fiscal Year 2008 –2009

Operating Expenses

Purchase transportation services

(net of lease/penalties)

$75,227,462

Salaries and related expenses 5,892,958

Eligibility determination 2,043,509

Communications-telephone/ data transmission

1,225,946

Professional services 903,018

Insurance 819,951

Phone and computer system maintenance/consulting

712,565

Rent - office and equipment 491,512

Travel training 402,160

Promotions/events 222,891

Postage/mailing/messenger 164,788

Vehicle operating costs and registration 150,383

Publications/printed materials/copying 107,025

Network support/supplies 55,358

Temporary personnel 53,144

Repairs and maintenance 50,376

Travel and conferences 49,738

Office supplies 41,293

Other related employee expenses 39,048

Scholarship programs 34,884

Mileage and parking 29,559

Business meetings and meals 26,271

Board and Advisory committee compensation

24,308

Professional memberships/subscriptions 8,728

Advertising - legal and procurement notices 7,030

Equipment/other rental 2,173

Translations/interpreters 1,986

Other expenses 1,036

Total Expenses (before depreciation) $88,789,100

Depreciation $4,770,193

Total Expenses (after depreciation) $93,559,293

Change in Net Assets ($2,041,896)

Net Assets, Beginning of Year $8,632,521

Net Assets, End of Year $6,590,625

Operating Revenues

Section 5310 STP & other FTA funds $53,952,224

Prop C - Discretionary funds 32,611,106

Passenger fare revenues 4,234,588

Gain on disposal of assets 282,398

Interest revenue 156,665

Other revenue 280,416

Total Revenues $91,517,397

Balance Sheet – June 30, 2009Assets

Cash and cash equivalents $9,423,947

Grant receivable 1,324,687

Accounts receivable 70,931

Prepaid expenses 3,600,201

Due from LACMTA 3,077,620

Property and equipment (net) 10,939,799

Total Assets $28,437,185

Liabilities & Net Assets

Accounts payable $4,141,709

Payable to contractors 5,535,472

Accrued salaries and expenses 913,673

Self insurance accruals 39,168

Deferred rent 6,442

Deferred support 11,136,179

Deferred revenue 73,917

Total Liabilities $21,846,560

Temporarily Restricted $6,590,625

Total Net Assets $6,590,625

Total Liabilities & Net Assets $28,437,185

Revenues and Expenses (Year ended June 30, 2009)

Independent Auditor’s Report available on request.

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Access Services customers express their feelings on how this service has impacted their lives:

“I received your beautiful newsletter and it made me think about the last two years when I used the service. Whenever I called, Access came, took me where I needed to go and back home. With your help I was able to get my treatment. Now I am much better and want to say thank you.”

Mr. Aziz, Sherman Oaks Rider since 2008

“In general, the service we receive is excellent, especially at the present time. In the past, there were a few problems, sometimes long waits for a pickup, but not lately. As for Daniel’s feelings about being able to go out — it makes a big difference for him, as it would be impossible without Access. The drivers are usually patient with Daniel in getting in and out of the van with his electric chair. He moves very slowly and it takes a lot of patience to get him in and out of the vans. We both appreciate this very much.”

Daniel (written by his mother), Los Angeles Rider since 1999

“Access Services has been a Godsend to me. The program has continued to keep me active. I am able to keep my medical appointments to keep myself healthy, join a senior club, go grocery shopping, but the most important part is that I’m able to see my son Matthew, who is mentally and physically handicapped and living in a home. He waits for my visits. He is the highlight of my life. I want to thank everyone: the caller takers, drivers, and mechanics, etc, who keep everything functioning smoothly. They are appreciated and have a positive effect on my life and others. Thanks again!”

Jeannie, North Hollywood Rider since 2006

“Access Services has made a very positive difference in my life. We start going downhill as we grow older and one important problem is that we must give up driving our cars. So we have to live within the confines of our home. This is where Access improves the quality of my life. Access transports me to my beloved card games where I can also meet and associate with lifelong friends. Importantly, Access enables me to keep my numerous medical appointments, do shopping, etc. Access greatly improves the quality of my life. Thank you.”

Anne, Panorama City Rider since 2005

“The staff at Access is great and I have no complaints. Without Access, I would not be able to go to my doctors, so they are life savers. They are all so nice and polite and I have nothing negative to say about any of them. Thanks for your excellent service.”

Ron, Azusa Rider since 2005

Access Makes a Positive Difference!In Memoriam of Joe King, November 11, 2008

John Quincy Adams once said, “If your actions inspire others to dream more, learn more, do more and become more, you are a leader.”

Joe King was an instrumental part of the Access Services family. Before joining the Access staff, Joe served for many years on the Community Advisory Committee. Joe was an inspiration to everyone who knew him. There were the obvious hurdles associated with his disability that, taken alone, were inspiring. But Joe inspired others by who he was and how he lived his life.

Many at Access Services were fortunate to have worked alongside Joe for many years. Over the years he left his stamp on almost every aspect of Access Services. Joe served as a mentor and role model for staff, peers and riders alike. He raised the quality of service, lowered the cost per trip, orchestrated a major revision in service policy and did it all without breaking a sweat.

Joe has made all of us better people for reasons too numerous to mention. It is because of Joe that we all understand the difference between “accessible” and merely usable.

Joe leaves behind a legacy of rich and rewarding relationships. He is missed each and every day and his absence will be felt for many years to come.

Joe King 1954 - 2008

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Access ServicesPO Box 71684Los Angeles, CA 90071-0684asila.org