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Improving Language Access to Transit in the National Capital Region

Improving Language Access to Transit in the National Capital Region. National Capital Region Transportation Planning Board May 16, 2007. Languages Spoken in the Region. Continuing Major Barriers. Existing materials are not well-distributed

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Improving Language Access to Transit in the National Capital Region

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  1. Improving Language Access to Transit in the National Capital Region National Capital Region Transportation Planning Board May 16, 2007

  2. Languages Spoken in the Region

  3. Continuing Major Barriers • Existing materials are not well-distributed • Inadequate transit information in customer-friendly formats • Customer service skills and cultural sensitivity • Limited English speakers are not involved in language access decisions • WMATA Point of Contact and Language Access Plan

  4. “Hot Spot” Recommendations

  5. Three “Hot Spots” • Columbia Heights, D.C. • Langley Park, MD • Baileys Crossroads, VA

  6. “Hot Spot” RecommendationsShort Term (Within 6 Months) • Bus stops should have current schedules • Provide all Metro-related translated brochures in Metrorail stations • Use ethnic media as education and outreach tools

  7. “Hot Spot” RecommendationsMedium Term (Within 1 Year ) • Create additional translated-materials • Partner with local businesses, schools and community-based organizations to distribute materials, sell passes and provide training • Recruit bilingual front-line employees

  8. “Hot Spot” RecommendationsLong Term (Within 1- 3 Years ) • Bus drivers and station managers need a minimum command of languages spoken • Develop a pilot map that uses symbols and/or landmarks • Try a pilot of assigning a bilingual customer service representative to highly-used routes and/or bus stops

  9. System-Wide Recommendations

  10. Post instructional videos online and widely distribute Improve language access for MetroAccess users Provide a draft of the language access plan to the AFA for review by July 2007 System-Wide RecommendationsShort Term (Within 6 Months)

  11. Incorporate successful strategies from the “Hot Spots” program system-wide Install video kiosks at station entrances with rider training in multiple languages Provide the online trip planner in languages other than English System-Wide RecommendationsLong-Term (Within 1 to 3 Years)

  12. Next Steps • May 16, 2007: TPB asked to endorse report, then it will be forwarded to the WMATA Board and local transit agencies • July 26, 2007: AFA Committee Receives Briefing from WMATA on status of Recommendations and Reviews a Draft Language Access Plan Language access “is not just a legal requirement” but “good common sense”. John Catoe General Manager, WMATA

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