04/18/231

2

Established a Language Assistance Plan (LAP) Coordinator:

D’Alizza Mercedes

(202) 962-1309

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

3

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”

4

04/18/235

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

6

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%

7

Language# of LEP Speakers

% of LEP Speakers

Spanish 215,581 52%

Korean 29,919 7%

Vietnamese 24,181 6%

Chinese 21,722 5%

French 12,705 3%

Arabic 8,197 2%

Amharic 7,377 2%

8Source: 2000 Census Bureau – includes jurisdictions not in WMATA Service Area.

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

9

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

10

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

11

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)

12

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

13

14

Written notification of free language assistance and Title VI Rights in Spanish, Korean, and Vietnamese. Automatic replenishment of

Take One’s at Sales Offices, Customer Service, Rail Stations, and on Metrobuses.

Distributed to community organizations and at outreach events.

15

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

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

Metro’s Pocket Guide (10 languages)

.

17

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

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

Develop and implement front line staff training on Metro’s 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 Manager’s Annual Refresher Customer Service training

20

Develop and implement front line staff training on Metro’s 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

Develop and implement front line staff training on Metro’s LEP policies and procedures. Focus Groups with Rail

Services and Bus Services Tools SOPs Training

.

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

22

Develop and implement front line staff training on Metro’s LEP policies and procedures. Focus Groups with Rail

Services and Bus Services Tools SOPs Training

.

Training Cultural Sensitivity:

“Breaking Down the Language Barrier”

Summary of DOT LEP Guidance

Summary of Metro’s LAP Assistance available to

LEP Persons Standard Operating

Procedures

23

Expand and enhance written translation services on Metro’s 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

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 WMATA’s internal bilingual capabilities by identifying employees to provide oral language assistance.

Rollout Metro’s 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.

25

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 Metro’s website with

simple descriptions.

26

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 WMATA’s RAC.

27

WMATA’s Language Assistance Plan

November 2008

28