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2  Established a Language Assistance Plan (LAP) Coordinator: D’Alizza Mercedes (202)

 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 A 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

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 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 Spanish215,58152% Korean 29,919 7% Vietnamese 24,181 6% Chinese 21,722 5% French 12,705 3% Arabic 8,197 2% Amharic 7,377 2% 8 Source: 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.  1 st 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