Post by bdriver on Jul 10, 2014 15:49:13 GMT -8
The letter start here:
Yesterday I received a request from Rhonda to set up a phone conversation with Marka to discuss the Driver Forum board on the internet, which was discussed at a May driver meeting in Portland. This recent request, coming nearly 2 months after the drivers meeting, where this was originally discussed, only adds to the frustration many others, as well as, myself, have with the working conditions at MTR in Portland. I remember my excitement last fall when driving my first trip for MTR, which I always held in the highest regard. When pursuing a position at MTR I simply wanted to be a bus driver and was looking forward to representing a company with such a high quality image.
I hope that you believe me when I state that my outlook on life has always been very positive and I have never been one to dwell on the negative, so it is out of character to continue to bring up the frustrations in working at MTR. The ONLY reason that I even bother bringing these to your attention, is, that I feel strongly that MTR is still in position to be the "class of the Northwest" but without happy customers and employees I don't see this happening. Originally I was shocked at the driver's level of unhappiness at MTR and I think that the situation is getting much worse. Even more concerning, I also know that many customers don't feel that MTR appreciates their business.
I am going to try to summarize some of the concerns that many of the drivers share continually. Please understand that I am only repeating, or parahrasing statements that I hear from other drivers but, I am absolutely positive that I don't speak for everyone driving in Oregon. There are some that don't want to complain too strongly for fear that their statements will affect the quality of their dispatches. Admittedly I have met a few that like their job at MTR. Also I have heard two drivers state that they don't want to push too hard on the management for more money thinking that MTR will go broke or close the Portland office.
Following are some observations:
1. It has taken nearly 2 months for management to get back to me regarding the driver's forum for Oregon drivers. I have made Rhonda and Marka aware of two trips to Seattle where I volunteered to meet with management with no success. I feel this is just an indication of the priorities at MTR, where communication with the front line employees does not appear to be on the priority list at all.
2. I have sent emails and left voice messages for Susan and Marka with no responses, supporting the notion the drivers just don't get much respect from management. Many others tell me that they experience the same treatment, but I certainly don't know about the accuracy of their statements.
3. Although we appreciate the chances to meet with management occasionally, many of the actions promised just haven't come to fruition. To your credit some items have definitely improved.
At a winter meeting in Portland Susan had promised a couple of items which we have not seen;
a survey of charter bus driver wages in the Pacific Northwest which she had completed. Note: A few of us have completed our own similar survey.
Also new uniforms were "being worked on," and were going to be in place by summer.
At the May meeting Marka stated that there would be an employee picnic to help with morale and unity but we have not received any further information.
I have been waiting to publish the Driver's Forum for two months as previously mentioned.
4. Many drivers have commented how shabby we look in the various versions of uniforms that we are being presently worn. Non-MTR uniform shirts in various states of shabbiness, no ties, dirty pants, unshined shoes are all continuing to the down grading of the previous classy image of MTR. I don't believe that anyone actually knows what the present uniform guidelines are at MTR, winter, summer or anytime. The women's uniform is all over the place. Most of us want to be classy and are not happy with the present low expectations for driver's appearance and image.
5. Drivers continue to be extremely frustrated and puzzled by the lack of communication in Portland especially for general, day to day operational situations. When working on multiple bus moves there is no pre trip information on accompanying drivers/buses. We have brought this up at every driver's meeting and no changes have taken place. This information is sorely needed to be organized and efficient . When we arrive at the yard for a multiple bus move, we have to run around the yard asking all of the drivers if they are on the same trip. Some may have already left or may be meeting us at the load point, but we don't know that. Most of the time we don't know who is running with us until we get to the load point. If we knew ahead of time we could communicate with each other prior to the trip, get the buses in order at the yard and arrive together being organized and confident. It is really embarrassing to arrive at the load point and to not know where the other buses are and who is driving them, etc.
Also we would like to know the general trend in the upcoming number of dispatches for many reasons. I was just in the Seattle office and there was a sign posted stating that all drivers would be needed for July 2-8. That kind of information would be greatly appreciated in Portland too. It would also be nice to know when there are upcoming quiet times. This is just general respect for our lives and would help us all in making more efficient time management our family time and MTR needs. This is just another reasons that the drivers feel disrespected. There seems to be no value placed on our time or schedule.
Most of the written communication in the Portland driver's boxes is very negative or dictatorial. Statements like, "this practice will end immediately," "you will ......." are not received well by drivers especially in light of the general discontent in the ranks. These statements could easily be written in a positive manner which would motivate drivers to want to help out. I have some examples if you would like to hear those.
6. There are many driver's, mostly the senior drivers, that are mystified by the assignments (dispatches) given to them and other drivers. In addition they are very wary about approaching this matter fearing that they may jeopardize their future working conditions and assignments. Although we all know that drivers will never be completely satisfied there doesn't seem to be any criteria for the work that the drivers get. Some drivers who take the whole winter off, get trips that have potential for huge tips for the summer, while the full timers that endured Amtrak, ski runs and chaining, student groups with no tips, and are available 24/7, end up with less than desirable trips for the summer. An explanation of the dispatch philosophy and process would go a long way in quelling the bad feelings and tension over thinking that you are getting the short end of the stick.
"Complete transparency," is a statement that I have heard Jeremy, Susan and Marka share with the drivers but it appears that the opposite is clearly the norm. This represents one of the reasons that the drivers are a little disenchanted with the meetings in Portland. Although we appreciate the opportunity to voice our opinions and concerns, some management statements don't seem to be accurate or sincere.
7. In addition to the above items the overriding unhappiness and discontent in Oregon stems from wages. This has been discussed at every driver's meeting that I have attended and it is loud and clear that the Oregon drivers feel very strongly that they are getting the shaft. Most drivers are very appreciative of the recent wage increase and opportunity to make another 69 cents per hour which helps. But this is not the issue that is causing very strong malcontent. As you know when you raised the Oregon wage structure you also increased the Seattle wages too. The BIG issue is the DIFFERENCE in the wages between Oregon and Washington drivers. I personally don't understand why you would want to have so many unhappy, disgruntled employees working under your leadership.
Most of us heard you discuss your strategy for the future of MTR which is information that we appreciate. While sharing this information it seemed that a major point was the fact that you were intent on becoming one of "the only choices" for charter bus services in Portland, therefore being able to increase your rates and eventually resulting in more margin and profit. Unfortunately, hearing you say that has caused many employees to think that you are employing that same strategy when it comes to the driver pool in Portland. These drivers speculate that you know we don't have many (if any) choices to drive charter buses in Portland and you are paying us "just enough to keep us around." Drivers feel that if MTR had competition for the drivers in Portland, like there is in Seattle, wages and working conditions would be much more in the driver's favor in Portland. Bluntly and openly stated, "we have no comparable alternatives in Portland and you guys know that!"
In addition all of the drivers in Oregon feel very strongly that the reason that you don't pay time-and- a half for overtime, is that you don't have to in Oregon. Simply put, you are using an archaic, agricultural loophole in the Oregon law to support your case in paying Oregon drivers as little as you can.
We have also listened to your strategies about the type of business that you are prioritizing and that certainly does not favor the driver's bottom line either. Obviously most drivers would prefer trips that might result in a chance for tips. To be fair some drivers may want the predictability of contract per capita runs. Hearing that you are purposely discouraging tour work really is a bummer for us in Portland and maybe Seattle too. Asking us to work in a service industry without the chance to make tips is like putting up a sign in a restaurant saying, "please don't tip the waitress." Many of MTR's newer clients are not the type that normally tip.
Do you have a statement on the quotes and invoices regarding "Tipping the Driver" or do you have an space where they can add a tip amount? If the drivers felt that you were encouraging or suggesting a driver's tip they might be encouraged and more supportive of the lower wage scale and lack of overtime pay.
The feeling of being "played' like this is causing continued discontent amongst the ranks in Portland and when added to the operational frustrations, it is resulting in a dismal working environment. These drivers are really, really unhappy and the complaining is viral !
In general I personally feel that the management of MTR places a priority on the operational side of the bus business and doesn't appear to be too concerned about the personal, human segments of the operation; the customers and the drivers. We all know many of the drivers are unhappy and I get the feeling that the clients do not feel that they are appreciated either. Numerous customers have made comments that support this statement and I would be happy to share them with you.
Here are a few examples: No phone call, either during the trip, or after a breakdown
Not honoring requests for drivers and the feeling that the MTR staff couldn't be bothered in trying to arrange requested drivers
No communication showing appreciation for their business
Rude, curt, MTR employees via email or phone calls
No MTR staff concern apology for inoperable video systems and Wi-Fi, stinky toilets, lazy drivers, or any other shortcoming
In closing I want you to know that I am offering all of the information and opinions contained in this email in hopes that it might help, in some way, to the success of MTR Western. I strongly feel that the drivers and bus cleaners in Portland perceive that they are being disrespected and feel that MTR treats the Seattle drivers better than here.
I firmly believe that MTR has the building blocks to be a great entity for both customers and employees and is the class of the Northwest. Selfishly I want MTR to be a huge success, and I want to work for a successful company.
Respectfully,
Bill Chisholm