Improving Language Access to Transit in the National Capital Region
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1 Improving Language Improving Language Access to Transit in Access to Transit in the National Capital the National Capital Region Region National Capital Region National Capital Region Transportation Planning Board Transportation Planning Board May 16, 2007 May 16, 2007
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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 - PowerPoint PPT Presentation
Transcript of Improving Language Access to Transit in the National Capital Region
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Improving Language Access Improving Language Access to Transit in the National to Transit in the National
Capital RegionCapital Region
National Capital Region Transportation National Capital Region Transportation Planning BoardPlanning Board
May 16, 2007May 16, 2007
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Languages Spoken in the RegionLanguages Spoken in the Region
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Continuing Major BarriersContinuing Major Barriers
Existing materials are not Existing materials are not well-well-distributed distributed Inadequate transit information in Inadequate transit information in customer-friendly formatscustomer-friendly formats Customer service skills and Customer service skills and cultural sensitivitycultural sensitivity Limited English speakers are Limited English speakers are not not involvedinvolved in language access in language access decisions decisions WMATA WMATA Point of ContactPoint of Contact and and Language Access PlanLanguage Access Plan
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““Hot Spot” RecommendationsHot Spot” Recommendations
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Three “Hot Spots”Three “Hot Spots”
Columbia Heights, Columbia Heights, D.C.D.C.
Langley Park, MDLangley Park, MD
Baileys Baileys Crossroads, VACrossroads, VA
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““Hot Spot” RecommendationsHot Spot” Recommendations
Short Term (Within 6 Months)Short Term (Within 6 Months)
Bus stops should have Bus stops should have current schedules current schedules Provide all Metro-Provide all Metro-related translated related translated brochures in brochures in Metrorail Metrorail stationsstationsUse Use ethnic mediaethnic media as as education and education and outreach toolsoutreach tools
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““Hot Spot” RecommendationsHot Spot” Recommendations
Medium Term (Within 1 Year )Medium Term (Within 1 Year )
Create additional translated-materials Create additional translated-materials
Partner with Partner with local businesses, schools local businesses, schools and community-based organizationsand community-based organizations to to distribute materials, sell passes and distribute materials, sell passes and provide training provide training
Recruit Recruit bilingualbilingual front-line employees front-line employees
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““Hot Spot” RecommendationsHot Spot” Recommendations
Long Term (Within 1- 3 Years )Long Term (Within 1- 3 Years )
Bus drivers and station Bus drivers and station managers need a managers need a minimum commandminimum command of of languages spoken languages spoken Develop a Develop a pilot mappilot map that that uses symbols and/or uses symbols and/or landmarkslandmarksTry a pilot of assigning a Try a pilot of assigning a bilingual customer bilingual customer service representativeservice representative to to highly-used routes and/or highly-used routes and/or bus stopsbus stops
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System-Wide RecommendationsSystem-Wide Recommendations
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System-Wide RecommendationsSystem-Wide Recommendations
Short Term (Within 6 Months)Short Term (Within 6 Months)
Post instructional videos Post instructional videos onlineonline and widely and widely distribute distribute Improve language Improve language access for access for MetroAccessMetroAccess users users Provide a draft of the Provide a draft of the language access plan to language access plan to the the AFA for review by AFA for review by July 2007July 2007
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System-Wide RecommendationsSystem-Wide Recommendations
Long-Term (Within 1 to 3 Years)Long-Term (Within 1 to 3 Years)Incorporate successful strategies from the “Hot Spots” program system-wideInstall video kiosks at station entrances with rider training in multiple languagesProvide the online trip planner in languages other than English
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Next StepsNext Steps
May 16, 2007May 16, 2007:: TPB asked to endorse report, TPB asked to endorse report, then it will be forwarded then it will be forwarded
to the to the WMATA Board and WMATA Board and local transit local transit agenciesagencies
July 26, 2007July 26, 2007:: AFA Committee Receives AFA Committee Receives Briefing from WMATA on Briefing from WMATA on
status status of Recommendations of Recommendations and and Reviews a Draft Reviews a Draft Language Language Access PlanAccess Plan
Language access “is not just a legal requirement” but “good common sense”.
John CatoeGeneral Manager, WMATA
