Chilliwack customer grateful for handyDART service and the amazing people who provide it
It only takes a few minutes of talking to Colleen Frank and hearing her great laugh before you realize she has a large, infectious personality and positive outlook on life. But the last year of her life has really tested that disposition.
“My life has been a bit of a horror story for a while now,” said Colleen. “I was evicted from the place where I lived for 24 years in the rental crisis. I had also been managing the building for the last 20 years, so I lost my income at the same time. Me and my new kitty Ozzie lost everything.”
This all happened a little over three years ago, when Colleen was featured in this Abbotsford News story. She fought hard to keep her home, writing a letter to the Residential Tenancy Branch. With her lost income, she was living on $1000 a month. Just like that, Colleen and her recently rescued cat didn’t have a home. They couch surfed with family in Abbotsford for a while before she managed to find a place in Chilliwack that she describes as “half a garage converted into a suite”.
Colleen is in her mid-70s, and she was starting to find it hard to get around. She went through the handyDART assessment process and was approved. Like many handyDART customers, this door-to-door service has become her connection to the outside world.
“It’s been a godsend, it really has. I use it to get to my medical appointments, buy groceries, or go to the bank. I use it for everything, and it’s a really great service.”
Sometimes it takes significant adversity to really appreciate what we have, and Colleen’s outlook is an inspiration. She has built a really great relationship with the Chilliwack handyDART team and recently took the time to share her feelings with BC Transit.
I cannot say enough good things about those that schedule my trips in Chilliwack and are so delightful to talk to, and funny too. I do not know everyone’s names, but I have to mention Alex, my best phone friend who sits and waits anxiously for my calls – also Jen, Pam, Donna and everyone who is so kind and helpful. Their humour and assistance are appreciated so much.
Also, all the drivers who have been so kind and who I have the best conversations with. I wish I knew the names of them all, but I will give honourable mention to Glen, Tara, Dale, Donnie, Hazel, Chuckie and Manpreet to name a few. Thank you all for your excellent service. handyDART is vital to those of us that have no transportation, and I am so grateful for their help.
At the risk of playing favourites, Colleen talked about how much fun she has talking to Alex, the Dispatcher. He has clearly taken the time to get to know her, and they always have a good laugh when he’s booking her appointments.
“One day I was dropped off at the grocery store and they were late picking me up. I don’t have a cell phone, so I went to the customer service desk and asked the girl working there to call them to check for me. It was Alex on the phone, and he said, ‘tell her to stay put, the cop cars are on the way’. The look on her face was so funny because she took him seriously. I burst out laughing and told her to say hi to Alex for me.”
Isolation is a real concern for many people. handyDART doesn’t just offer customers a connection to their communities, but personal interactions that some of them might not otherwise get. handyDART Dispatchers and Operators know how important that is, and even though they’re busy with their work, they know it’s important to give people a little extra time when they can do it. And putting a smile on someone’s face is priceless.
Of course, hearing Colleen’s story and praise was a nice boost to the Chilliwack handyDART team.
“Colleen’s story highlights what makes our handyDART team so special. They are more than Dispatchers and Operators — they become trusted companions and a source of comfort,” said Transdev Operations Manager Harmeet Sarpal. “The laughter, patience, and small acts of kindness they show make a real difference in people’s lives. handyDART is more than transportation; it’s a connection to the community. I’m proud to be part of this team and the meaningful work we do every day.”
Every transit system throughout the province has people with stories that sound a lot like Colleen Frank’s, and a team of dedicated people that help them get where they need to go. BC Transit is grateful for their work, and what it means to their customers.
