Language Assistance Plan

1
Language Assistance Plan

• Washington Metropolitan Area Transit Authority
  (Metro)

2
Language Assistance Plan

• Established a Language Assistance Plan (LAP)
  Coordinator
• DAlizza Mercedes
• [phone]

3
Background

• Title VI of the Civil Rights Act of 1964
• Executive Order 13166, Improving Access to
  Services for Persons with Limited English
  Proficiency
• DOT LEP Guidance in the FTA Circular 4702.1A

4
Background

• Access for All (AFA) 2003 Major Findings and
  Recommendations to Improve Transit Information
  for LEP Customers
• 2007 Improving Language Access to Transit in the
  National Capital Region

5
Language access is not just a legal requirement
but good common sense.

• John B. Catoe, Jr.
• General Manager
• Washington Metropolitan Area Transit Authority

6
DOT LEP Guidance

• Identify LEP individuals who need language
  assistance
• Identify ways to provide language assistance
• Train staff
• Provide notice to LEP persons
• Monitor and update the plan

7
Demographics of LEP Population in WMATAs Service
Area

• More than 800,000 persons (21 of the region) are
  foreign born
• 23 speak a language other than English at home
  10 speak English less than very well
• Arlington, VA, Alexandria, VA, Fairfax County,
  VA, Montgomery County, MD LEP populations
  exceed 10

8
Demographics of LEP Population in Washington, DC
Region
Source 2000 Census Bureau includes
jurisdictions not in WMATA Service Area.
9
Language Assistance Provided to LEP Persons

• Changes in Metro Service
• Adjustments to Passenger Fares and Parking Fees
• Notice of Public Hearing in Spanish, Korean,
  Vietnamese, Chinese, French, and Amharic
• Advertising in ethnic media
• Multilingual Take One cards with new fares
• Language interpretation upon request at public
  hearings

10
Language Assistance Provided to LEP Persons

• Changes in Metro Service
• Restructuring of the Pennsylvania Avenue Line
  (30s line)
• Public notification in English and Spanish
• Forwarded to community organizations for
  dissemination
• Advertised in Hispanic press

11
Language Assistance Provided to LEP Persons

• Changes in Metro Service
• Restructuring of the Metrobus 16th St. Line
• Spanish language project website
• Newsletters and Public notification in Spanish
• Bilingual Rider Survey separate analysis of
  results
• Information to community organizations for
  dissemination
• Outreach at Fiesta DC

12
Language Assistance Provided to LEP Persons

• Changes in Metro Service
• Elimination of Paper Transfers
• Written Communication (Spanish)
• Exterior and internal bus ads
• Grab bar hanger cards
• Metrobus stop info case ads
• Interior railcar ads
• Dioramas at rail stations
• Take One Flyers
• (Spanish, Korean, Vietnamese, French, and
  Amharic)

13
Language Assistance Provided to LEP Persons

• Changes in Metro Service
• Elimination of Paper Transfers
• Print Advertising
• El Tiempo Latino
• Washington Hispanic
• El Pregonero
• Asian Fortune
• Zethiopia
• Oral Communications
• Podcast (Spanish, Korean, Vietnamese, Cantonese,
  and Mandarin)
• Spanish/English Video
• Hispanic Radio and Television

14
Language Assistance Provided to LEP Persons

• Written notification of free language assistance
  and Title VI Rights in Spanish, Korean, and
  Vietnamese.
• Automatic replenishment of Take Ones at Sales
  Offices, Customer Service, Rail Stations, and on
  Metrobuses.
• Distributed to community organizations and at
  outreach events.

15
Language Assistance Provided to LEP Persons

• Distributed WMATA multilingual materials (Metro
  Pocket Guide, How to Ride Metro video/DVD, Title
  VI Rights, Complaint Information) to community
  organizations initial distribution in May 2008.

16
Language Assistance Provided to LEP Persons

• Written notification of free language assistance
  and Title VI rights in Spanish, Korean, and
  Vietnamese.
• WMATA website language assistance page
• How to Ride Metro Video (Korean, Spanish, and
  Vietnamese)
• English/Spanish Metro Bus Timetables
• Metros Pocket Guide (10 languages)

.
17
Language Assistance Provided to LEP Persons

• Written notification of free language assistance
  and Title VI Rights in Spanish, Korean, and
  Vietnamese.
• Title VI Policy
• Title VI Complaint Policy and Complaint Forms

.
18
Language Assistance Provided to LEP Persons

• Expanded contacts within the LEP community
• Caribbean Help Center
• Even Start Family Literacy at Montgomery Knolls
• Montgomery County Refugee Training Center
• Ethiopian Community Development Council
• International Rescue Committee Suburban
  Washington Resettlement Center
• DC Jewish community Center
• KIPP DC Charter Schools

19
Language Assistance Services Internal Alignment

• Develop and implement front line staff training
  on Metros LEP policies and procedures.
• Focus Groups with Rail Services and Bus Services
• Tools
• SOPs
• Training

• 1st Quarter 2009
• New Bus Operator Graduation
• Module in Station Managers Annual Refresher
  Customer Service training

.
20
Language Assistance Services Internal Alignment

• Develop and implement front line staff training
  on Metros LEP policies and procedures.
• Focus Groups with Rail Services and Bus Services
• Tools
• SOPs
• Training

• Tools
• Kwikpoint Cards
• I Speak Cards
• Multilingual Transit Phrases
• Language Assistance Line
• Functional Spanish Training

.
21
Language Assistance Services Internal Alignment

• Standard Operating Procedures
• Use of Kwikpoint/I Speak Cards
• Language assistance notifications
• Language Assistance Line
• Provision of written translated materials
• Customer call center contact information
• Emergency procedures

• Develop and implement front line staff training
  on Metros LEP policies and procedures.
• Focus Groups with Rail Services and Bus Services
• Tools
• SOPs
• Training

.
22
Language Assistance Services Internal Alignment

• Training
• Cultural Sensitivity Breaking Down the
  Language Barrier
• Summary of DOT LEP Guidance
• Summary of Metros LAP
• Assistance available to LEP Persons
• Standard Operating Procedures

• Develop and implement front line staff training
  on Metros LEP policies and procedures.
• Focus Groups with Rail Services and Bus Services
• Tools
• SOPs
• Training

.
23
Language Assistance Services Internal Alignment

• Expand and enhance written translation services
  on Metros website
• Phase 1 Landing Page with Disclaimer Language
  links by name.
• Phase 2 Trip Planner in Spanish.
• Phase 3 Explore a better web translation software

24
Language Assistance Services Internal Alignment

• Expanded use of translation line to Station
  Managers.
• Metro has continued its efforts to recruit and
  hire bilingual frontline employees by
  participating in community job fairs and
  advertising in publications and media that reach
  diverse populations.
• Participate in coalition of local government LEP
  coordinators.
• Increased WMATAs internal bilingual capabilities
  by identifying employees to provide oral language
  assistance.

25
Upcoming Initiatives 2009-2010

• Rollout Metros Language SOPs and Training
• Enhance current mandatory training in customer
  service and diversity awareness to include
  cultural sensitivity to LEP persons.
• Develop and implement a program of training LEP
  community leaders on how to use WMATA services
  and how to obtain language assistance services.
• Utilize bilingual Metro staff to monitor language
  assistance measures by using the website,
  contacting the call center and by posing as
  customers to identify continuing barriers faced
  by LEP persons.

26
Upcoming Initiatives 2009-2010

• Ensure non-English speaking MetroAccess users get
  information about service, apply, and speak with
  reservationists.
• Expand public announcements on Metrorail and
  Metrobus in LEP languages, initially safety and
  security messages, in Spanish and English, and on
  Metrobus Annunciator system.
• Measure changes to LEP demographics.
• Measure actual frequency of contact.
• Increase written materials on Metros website
  with simple descriptions.

27
Upcoming Initiatives 2009-2010

• Consider increased use of pictographs or other
  symbols to convey messages on how to use Metro
  and safety information.
• In monitoring and updating of the LAP, solicit
  feedback from the LEP community via
  questionnaire. Solicit feedback from AFA
  Subcommittee and WMATAs RAC.

28
Questions and Answers

• WMATAs Language Assistance Plan
• November 2008