Wheelchair users Paul Langrell and John Tanner used to receive paper vouchers for transportation to social visits of their choice but now are facing the headaches of a new system. Instead of making their own arrangements for transportation by taxi or other wheelchair transportation service, and presenting the paper voucher to the driver, they are now required to call a number provided to them – the same number used by social workers and medical service personnel for transportation to medical appointments – and to book each ride through this service.
The popular “Social Chits” system has been in use for over 20 years, and provided coverage for two trips per month for wheelchair users, and people with mobility issues on Employment and Income Assistance (EIA).
Workers with disabled people say they’ve had numerous complaints about the new system. Nicole Nadeau-Frechette, a social worker who has worked at a live-in supported care centre for more than two decades, said the old system provided her office at Action Marguerite with paper booklets of vouchers (equal to 24 return-trip rides) that clients could use throughout the year at their own discretion.
Since the announcement of the changes, Nadeau-Frechette has been disturbed to hear that clients aren’t able to get calls through to the line, have been put on hold for hours, or users have been questioned about their plans in a manner that has made some of them uncomfortable.
“Its been a devastating change,” said Nadeau-Frechette.
David Kron, executive director of the Manitoba Cerebral Palsy Association said he began getting calls from worried people saying they could not get through by phone to request rides, or have calls or emails returned. Kron calls it “an administrative headache” in a letter to Nahanni Fontaine, the Minister of Families. “Besides the hassle that people are experiencing, wrote Kron, the changes “remove the autonomy and independence from the people using the service.” The experience has been so bad, says Kron, that some people have given up on trying to make plans.
“So much for independence,” adds Langrell. “It feels like you need to get approval from somebody in the shadows, just to go to a social (or medical) appointment.”
Calls for approvals can only be made from 8am to 4pm Monday to Friday, with the option of paying for rides out of pocket and applying for a refund later. But, Nadeau-Frechette points out, users are on a limited income and would face significant out of pocket costs if the refund is not fast. Wheelchair-accessible rides can run between $60 and $100 return.
In one instance, Nadeau-Frechette described how a young woman requesting a ride was questioned why she was choosing to book with a particular taxi company. In her case, the young woman felt safe and well-accomodated by the taxi company, and had built up a relationship with the drivers. She felt the company had the best equipment to accomodate her particular wheelchair. But the young woman felt pressured to justify her choices in the conversation and was stressed at the thought of changing to a different ride service, said Nadeau-Frechette.
She has also seen clients book through the number, and mistakes have been made. One client was left stranded when her pre-approved ride didn’t show up, something she normally would have ensured was properly set up herself. She faced a long delay and unexpected out-of-pocket expense to return home.
Both Langrell and Tanner said they liked the paper method because they could easily keep track of how many chits they had left. “Now, If it’s a a last minute thing, you’re pretty much out of luck,” said Tanner.
In the letter explaining the new method, users can call to ask how many rides remain, and the program is supposed to keep track of the number of social rides they can book.
Kron’s letter to the minister is asking to revert back to the old system or add the allocated transportation funds to the monthly income of EIA recipients. “This would ensure that the out-of-pocket costs are not preventing someone from being able to afford other basic needs. This would also ensure individuals can afford transportation without enduring delays or administrative complications.”
Nadeau-Frechette, who often books trips for medical appointments for clients, says she has also had difficulty getting through to the line and has been put on hold for hours. She has yet to receive a return call when she has left messages or a reply email.
She knows how effective the paper vouchers were, and how important it was that clients could make independent plans.
“People need what they need to live the best life that they can. Being a part of things outside of this building is crucial to people’s wellbeing, to living the best life that they can live.
“Whereas I can hop in my car and go meet up with somebody or go to the mall,” she says, “wheelchair transportation is already complicated. Requiring you to have to get through to make a request that in some cases doesn’t even get done properly – that potentially spoils your activity.”
In a response emailed to STREETS, a spokesperson for the province wrote “The new approach focussed on creating a “one-stop-shop” model in Winnipeg (one phone number – one process) for transportation to and from medical appointments, social activities and outings by leveraging the fact that income assistance recipients are already familiar with MTU (Medical Transportation Unit) operation as they connect regularly with the unit to arrange for medical transportation.”
MTU is the service run by the province’s health department which arranges not just wheelchair services, but non-urgent patient care, medical escorts, etc.
Kron has extended an invitation to speak with Fontaine to work on a solution. “This is a very clear example of the unintended consequences that happen when changes are made without involvement of end-users,” he says.

Please note John Tanner’s name was mistakenly published as John Turner when it was published in The Leaf and Streets Community Newspapers. The Leaf regrets this error.