Title_VI_Program_Update_for_Sub-Recipients_Requirement

City of Phoenix Title VI Program Plan Update 2012 Sub-recipient/Transit Agency: Regional Public Transportation Authority DATE: 1/31/12 Title VI Program - Contents The transit agency update must include the following information to be in compliance with the 4701.1A circular: I Public Outreach and Involvement (A) Provide a summary of public outreach and involvement activities undertaken since January 1, 2009 – December 31, 2011 Please see Attachment A (B) Provide sample copies of community hearings/meetings postings and other promotional information Please see Attachment B, sample items 1-35 and planning projects in Attachment C (C) Provide a description of steps taken to ensure that minority and low-income people had meaningful access to these activities In addition to the numerous meetings at locations typically located near or on bus lines, the following occurs (depending on the type of change): Public Hearing notification messages are placed on the voice enunciator system on all buses and light rail stations Additionally, the enunciator system directs customers to both the Valley Metro website which provides all relevant information or to the Customer Service phone number Written flyers are placed on paratransit vehicles (if applicable) Advertisements are placed in local papers, including Spanish-based publications II Addressing Limited English Proficiency Needs (LEP) (A) Provide a copy of the agency’s plan for supporting language assistance for persons with limited English proficiency that was based on the DOT LEP Guidance or a copy of the agency’s alternative framework for providing language assistance Please see Attachment D III Tracking and Investigating Title VI Complaints (A) Provide a copy of the agency’s procedures for tracking and investigating Title VI complaints Please see Attachment E (B) Provide a list of any Title VI investigations, complaints, or lawsuits filed with the agency since the time of the last submission (This list should include only those investigations, complaints, or lawsuits that pertain to race, color or national origin) RPTA does not have any Title VI investigations/complaints for the time period of January 1, 2009 through December 31, 2011 (C) Provide the list on a spreadsheet and include: the date of the investigation, lawsuit, or complaint was filed; a summary of the allegation(s); the status of the investigation, lawsuit, or complaint; and actions taken in response to the investigation, lawsuit, or complaint RPTA does not have any Title VI investigations/complaints for the time period of January 1, 2009 through December 31, 2011 City of Phoenix Title VI Program Plan Update 2012 Sub-recipient/Transit Agency: Regional Public Transportation Authority IV Public Notification of Title VI Protections (A) Provide a copy of the agency’s notification to the public that it complies with Title VI Website locations: http://www.valleymetro.org/getting_on_board/conduct_etiquette/ http://www.valleymetro.org/accessibility/ Website states: “Customers using public transit are given equal access, seating and treatment without regard to race, color, national origin or disability These rights also apply to service frequency, vehicle age and quality and bus stop quality (FTA Circular 4702.1).” Another link is in the process of being placed on the Valleymetro.org home page (B) Provide a copy of the instructions to the public on how to file a discrimination complaint From website locations: http://www.valleymetro.org/getting_on_board/conduct_etiquette/ http://www.valleymetro.org/accessibility/ Another link is in the process of being placed on the Valleymetro.org home page Website states the following: How to File a Complaint Customers wishing to file a complaint – including discrimination due to disability, race, color or national origin – may call Customer Relations at (602) 253-5000, or TTY (602) 251-2039 How Complaints are Processed In accordance with federal standards (28 CFR Part 35 and FTA Circular 4702.1), all regional transit providers are trained in the correct processing, investigation and documentation of passenger complaints involving discrimination based on disability, race, color or national origin All complaints received by Customer Relations are documented and assigned to the appropriate transit staff for investigation After the complaint is processed, a response is sent to the customer filing the complaint and appropriate corrective action is taken We’d like to hear your questions, comments or concerns regarding the Valley Metro system Please call our Customer Relations Office at (602) 253-5000, or TTY (602) 251-2039 to send your concerns Additionally information is noted in the Transit Book – please see Attachment F City of Phoenix Title VI Program Plan Update 2012 Sub-recipient/Transit Agency: Regional Public Transportation Authority Attachment A Public Outreach and Involvement Activities Summary for Fare Changes (FC); Service Changes (SC); ADA Bus and Rail Pass and Changes to the ADA Paratransit Service Eligibility Process (ADA); and Future Transit Alternatives (FTA) January 1, 2009 – December 31, 2011 Date/Time January 5, 2009/ 11:00A January 6, 2009/ 1:00P January 22, 2009/12:45P February 17, 2009 March 13, 2009 March 31, 2009/ 5:00P April 1, 2009/ 5:00P April 2, 2009/ 12:00P April 7, 2009/ 5:00P April 8, 2009/ 3:00P May 7, 2009 May 19, 2009/ 10:00A May 19, 2009/ 5:30P June 3, 2009 June 4, 2009/ 11:00A June 9, 2009 August 6, 2009/ 7:00A October 20, 2009/ 10:00A September 23, 2009/ 7:00P Venue Valley Metro RPTA Transportation Management Committee 302 N First Avenue, Phoenix Arizona State University Downtown at the Mercado 502 E Monroe Street, Phoenix Valley Metro RPTA Board of Directors 302 N First Avenue, Phoenix Glendale Transportation Commission Council Chambers 613 E Broadway Avenue, Glendale Scottsdale Granite Reef Senior Center 1700 North Granite Reef Road, Scottsdale Grace United Methodist Church 2024 E University Drive, Mesa, 85213 Glendale Community College 6000 W Olive Avenue, Glendale On-line Webinar www.valleymetro.org (held live; and recorded for future viewing on the Valley Metro Website) Travis L Williams Family Service Center 4732 S Central Avenue, Phoenix, 85040 Disability Empowerment Center 5025 E Washington, Phoenix Phoenix Citizens’ Transit Commission 302 N First Avenue, Phoenix Valley Metro Operations and Capital Committee 302 N First Avenue, Phoenix Mesa Transportation Advisory Board City Council Chambers (lower level) 57 E First Street, Mesa Arizona Rehabilitation Services Administration 515 N 51st Ave, Phoenix Valley Metro RPTA Transportation Management Committee 302 N First Avenue, Phoenix Maricopa Association of Governments Transportation Ambassador Program 302 N First Avenue, Phoenix Chandler Mayor’s Commission for People with Disabilities Chandler Community Center 125 E Commonwealth Avenue Valley Metro Operations and Capital Committee 302 N First Avenue, Phoenix Chandler Transportation Commission Scottsdale Road Alternative Analysis Type Public Committee Meeting (ADA) Regional Paratransit Study Stakeholders’ Group Meeting (ADA) Public Board Meeting (ADA) Public Meeting (ADA) Public Meeting (ADA) Public Hearing (ADA) Public Hearing (ADA) Public Hearing (ADA) Public Hearing (ADA) Public Meeting (ADA) Public Meeting (ADA) Valley Metro Public Meeting (ADA) Public Meeting (ADA) Staff Meeting (ADA) Public Committee Meeting Stakeholder Meeting Public Meeting (ADA) Valley Metro Committee Meeting (public meeting) Public Meeting (ADA) City of Phoenix Title VI Program Plan Update 2012 Sub-recipient/Transit Agency: Regional Public Transportation Authority Date/Time November 4, 2009/ 11:00A November 2009/ 6:30P November 17, 2009 November 19, 2009/ 12:45P January 25, 2010 July 13, 2010 July 19, 2010/6:15P July 16, 2010/ 10:00A July 21, 2010/6:15P October 27, 2010/6:00P October 28, 2010/6:00P December 9, 2010/1:30P February 8, 2011/7:30A February 8, 2011/4:00P February 17, 2011 April 15, 2011 July 12, 2011/6:30P July 12, 2011/6:00P July 13, 2011/6:30P July 13, 2011/12:00P July 14, 2011/12:30P September 4, 2011 Venue 215 East Buffalo Street, Chandler Valley Metro RPTA Transportation Management Committee 302 N First Avenue, Phoenix Tempe Mayor’s Commission on Disability Concerns Tempe Library Board Room 3500 S Rural Road, Tempe Disability Empowerment Center 5025 E Washington, Phoenix Valley Metro RPTA Board of Directors 302 N First Avenue, Phoenix Mesa Human Relations Advisory Board City Council Chambers (lower level) 57 E First Street, Mesa American Council of the Blind Annual Conference Phoenix Sheraton Hotel Downtown 340 North 3rd Street, Phoenix Scottsdale Airpark Passenger Terminal, Scottsdale AZ Cobble Creek Apartments Recreation Room 8546 N 59th Ave, Glendale Scottsdale Airpark Passenger Terminal, Scottsdale, AZ Scottsdale Stadium Team Shop, Scottsdale, AZ Scottsdale Airpark Passenger Terminal, Scottsdale, AZ Maricopa Association of Governments Transit Committee Meeting 302 North First Avenue, Saguaro Room Phoenix, AZ Tempe Transportation Commission Tempe Transportation Center, Don Cassano Room 200 E Fifth Street, Tempe, AZ Tempe City Council Meeting Tempe City Hall 31 E 5th Street, Tempe, AZ On-line Webinar www.valleymetro.org (held live; and recorded for future viewing on the Valley Metro Website) Arizona Council of the Blind Annual Conference Crown Plaza Hotel Phoenix Airport 4300 E Washington Street, Phoenix Mesa City Plaza Building 20 East Main Street, Room 170, Mesa AZ Gila Bend Town Hall 644 West Pima Street, Gila Bend, AZ Glendale City Council Chambers 5850 West Glendale Avenue, Glendale, AZ Webinar hosted at www.valleymetro.org Valley Metro 101 North First Avenue, 10th Floor, Phoenix, AZ Arizona Federation of the Blind Annual Conference Sheraton Hotel Phoenix Airport Scottsdale Road Alternative Analysis Type Public Committee Meeting Public Meeting (ADA) Public Meeting (ADA) Public Board Meeting (decision made to move forward with program) Public Meeting (ADA) Stakeholders’ Meeting (ADA) Public Meeting (TA) Neighborhood meeting (ADA) Public Meeting (TA) Public Meeting (TA) Public Meeting (TA) 1 Public Meeting (TA) Public Meeting (TA) Public Meeting (TA) Public Meeting (ADA) Stakeholders’ meeting (ADA) Public Hearing (SC) Public Hearing (SC) Public Hearing (SC) Public Hearing (SC) Public Hearing (SC) Stakeholders’ meeting (ADA) City of Phoenix Title VI Program Plan Update 2012 Sub-recipient/Transit Agency: Regional Public Transportation Authority Date/Time October 26, 2011 November 15, 2011/6:00P November 30, 2011/12:30P November 30, 2011, 6:00P December 5, 2011/12:00P December 6, 2011/12:00P December 6, 2011/6:00P December 7, 2011/6:30P December 8, 2011/6:30P Venue 1600 South 52nd Street, Tempe Maricopa Association of Government Human Services Coordinating Committee 302 N First Avenue, Phoenix Town of Buckeye Council Chambers 530 E Monroe Avenue, Buckeye, AZ Cesar Chavez Library 3635 W Baseline Road, Phoenix, AZ Cesar Chavez Library 3635 W Baseline Road, Phoenix, AZ Maryvale Community Center 4420 North 51st Avenue, Phoenix, AZ Valley Metro RPTA, Lake Powell Room 101 N 1st Ave., Ste 1300, Phoenix, AZ Tempe Transportation Center, Don Cassano Room 200 E Fifth Street, Tempe, AZ Mesa City Plaza Building 20 East Main Street, Room 170, Mesa AZ Glendale City Council Chambers 5850 West Glendale Avenue, Glendale, AZ Type Public meeting (ADA) Public Meeting Presentation (FC) Public Hearing Public Hearing (FC) Public Hearing (FC) Public Hearing (FC) Public Hearing (FC) Public Hearing (FC) Public Hearing (FC) November 14th Press Release noted that the public could also provide input in the following manner (press release is in Attachment B): • Email comments to fares@valleymetro.org • Provide input via an electronic survey at www.ValleyMetro.org beginning November 28 • Send comments by mail to: Valley Metro RPTA Attn: Fare Program Manager 101 N 1st Ave., Ste 1100 Phoenix, AZ 85003 Phone call comments to Customer Service at 602.253.5000 • Scottsdale Road Alternative Analysis City of Phoenix Title VI Program Plan Update 2012 Sub-recipient/Transit Agency: Regional Public Transportation Authority Attachment B January 1, 2009 – December 31, 2011 Sample copies of community hearings/meetings postings and other promotional information for: • • • • Fare Changes Service Changes ADA Bus and Rail Pass and Changes to the ADA Paratransit Service Eligibility Process (ADA) Future Transit Alternatives Sample copies are included for the following: Technical Advisory Committee and Stakeholder Advisory Committee Meeting Agenda dated 1/12/2009 (Arizona Avenue) – Note: Majority of public involvement process was conducted prior to 2009 Link Brochure ADA Paratransit Comment card used at public hearings 2009 Paratransit Public Hearings Campaign Media Flowchart Arizona Republic Public Hearing Notice dated 3/1/09 - ADA La Prensa Hispana Public Hearing Notice dated 3/18/09 - ADA Arizona Informant Public Hearing notice dated 3/18/09 – ADA La Voz Public Hearing notice dated 3/20/09 - ADA Arizona Republic Public Hearing notice dated 3/22/09 - ADA 10 *Valley Metro Press Release dated 3/11/09 – ADA 11 ADA Paratransit flyer distributed on East Valley Dial-a-Ride Vehicles – March 2009 12 *Valley Metro Press Release dated 1/4/10 – Service changes (Arizona Avenue) 13 Deliberately left blank 14 Example of letter sent to potential focus group participants dated 6/3/2010 - Scottsdale/Rural Roads Future Transit Alternatives 15 *Valley Metro Press Release dated 10/4/2010 – Scottsdale/Rural Roads Future Transit Alternatives 16 City of Scottsdale website example for Scottsdale Road Alternative Analysis 17 City of Tempe Website on Scottsdale/Rural Roads Future Transit Alternatives 18 Meeting Agenda – Mobility Center Communication Strategy dated 1/7/11 19 *Valley Metro Press Release dated 1/10/11 – Service changes (Arizona Avenue) 20 City of Scottsdale Transportation Commission Study Session and Regular Meeting Agendas dated 1/20/11 – BRT Study Update 21 Valley Metro website press release dated 6/13/2011- Fare changes 22 *Valley Metro Press Release dated 6/23/11- Service changes 23 Arizona Republic affidavit dated 8/9/11 for publication on 5/29/11 – Service Changes 24 Prensa Hispana affidavit dated 6/29/11- Service changes *RPTA press releases are posted on Valley Metro’s website, social media venues Twitter Facebook, and are also distributed to media contacts City of Phoenix Title VI Program Plan Update 2012 Sub-recipient/Transit Agency: Regional Public Transportation Authority Attachment B cont 25 West Valley business newspaper affidavit dated 10/18/11 for publication on 10/18/11 and 11/4/11 – Service Changes 26 Buckeye Valley News affidavit dated 10/27/11 for publication on 10/20/11 and 10/27/11 - Service Changes 27 Gila Bend Sun affidavit dated 10/20/11 for publication on 10/20/11 and 11/3/11 - Service Changes 28 Valley Metro website press release dated 11/14/11 – Fare changes 29 *Valley Metro Press Release dated 11/14/11 - Fare changes 30 Azfamily.com screen shot from 11/14/11 – Fare changes 31 Azfamily.com single advertiser report from 11/21/11-11/27/11 – Fare changes 32 Arizona Republic Ad Order Confirmations dated 11/25/11 for hearings in January 2012 – Fare changes 33 Valley Metro website public hearing information dated 11/28/11 – Fare changes 34 Fare change comment card from zoomerang.com dated 11/28/11 35 Arizona Business Gazette ad and affidavit dated 12/1/11 – Fare changes *RPTA press releases are posted on Valley Metro’s website, social media venues Twitter Facebook, and are also distributed to media contacts City of Phoenix Title VI Program Plan Update 2012 Sub-recipient/Transit Agency: Regional Public Transportation Authority Attachment C PUBLIC OUTREACH FOR VALLEY METRO PLANNING PROJECTS 2009 Community Hearings/Meetings for ADA Bus and Rail Pass and Changes to the ADA Paratransit Service Eligibility Process Public Outreach and involvement Activities Summary for 2009 ADA Bus and Rail Pass and Changes to the ADA Paratransit Service Eligibility Process Date Venue Type January 5, 2009/ Valley Metro RPTA Transportation Management Public Committee Meeting 11:00A Committee 302 N First Avenue, Phoenix January 6, 2009/ Arizona State University Downtown at the Regional Paratransit Study 1:00P Mercado Stakeholders’ Group 502 E Monroe Street, Phoenix Informational Meeting #6 January 22, 2009/ Valley Metro RPTA Board of Directors Public Board Meeting 12:45P 302 N First Avenue, Phoenix February 17, 2009 Glendale Transportation Commission Public Meeting Council Chambers 613 E Broadway Avenue, Glendale March 13, 2009 Scottsdale Granite Reef Senior Center Public Meeting 1700 North Granite Reef Road, Scottsdale March 31, 2009/ Grace United Methodist Church Public Hearing 5:00P 2024 E University Drive, Mesa April 1, 2009/ 5:00P Glendale Community College Public Hearing 6000 W Olive Avenue, Glendale April 2, 2009/ 12:00P On-line Webinar www.valleymetro.org Public Hearing (held live; and recorded for future viewing on the Valley Metro Website) April 7, 2009/ 5:00P Travis L Williams Family Service Center Public Hearing 4732 S Central Avenue, Phoenix April 8, 2009/ 3:00P Disability Empowerment Center Public Meeting 5025 E Washington, Phoenix May 7, 2009 Phoenix Citizens’ Transit Commission Public Meeting 302 N First Avenue, Phoenix May 19, 2009/ 10:00A Valley Metro Operations and Capital Committee Valley Metro Committee 302 N First Avenue, Phoenix Meeting (public meeting) May 19, 2009/ 5:30P Mesa Transportation Advisory Board Public Meeting City Council Chambers (lower level) 57 E First Street, Mesa June 3, 2009 Arizona Rehabilitation Services Administration Staff Meeting 515 N 51st Ave, Phoenix June 4, 2009/ 11:00A Valley Metro RPTA Transportation Management Public Committee Meeting Committee 302 N First Avenue, Phoenix June 9, 2009 Maricopa Association of Governments Stakeholder Meeting Transportation Ambassador Program 302 N First Avenue, Phoenix August 6, 2009/ 7:00A Chandler Mayor’s Commission for People with Public Meeting Disabilities, Chandler Community Center 125 E Commonwealth Avenue October 20, 2009/ Valley Metro Operations and Capital Committee Valley Metro Committee City of Phoenix Title VI Program Plan Update 2012 Sub-recipient/Transit Agency: Regional Public Transportation Authority Date 10:00A September 23, 2009/ 7:00P November 4, 2009/ 11:00A November 2009/6:30P November 17, 2009 November 19, 2009/ 12:45P January 25, 2010 July 13, 2010 July 16, 2010/ 10:00A February 17, 2011 April 15, 2011 September 4, 2011 October 26, 2011 December 5, 2011 Venue 302 N First Avenue, Phoenix Chandler Transportation Commission 215 East Buffalo Street, Chandler Valley Metro RPTA Transportation Management Committee 302 N First Avenue, Phoenix Tempe Mayor’s Commission on Disability Concerns Tempe Library Board Room 3500 S Rural Road, Tempe Disability Empowerment Center 5025 E Washington, Phoenix Valley Metro RPTA Board of Directors 302 N First Avenue, Phoenix Mesa Human Relations Advisory Board City Council Chambers (lower level) 57 E First Street, Mesa American Council of the Blind Annual Conference Phoenix Sheraton Hotel Downtown 340 North 3rd Street, Phoenix Cobble Creek Apartments Recreation Room 8546 N 59th Ave, Glendale On-line Webinar www.valleymetro.org (held live; and recorded for future viewing on the Valley Metro Website) Arizona Council of the Blind Annual Conference Crown Plaza Hotel Phoenix Airport 4300 E Washington Street, Phoenix Arizona Federation of the Blind Annual Conference Sheraton Hotel Phoenix Airport 1600 South 52nd Street, Tempe Maricopa Association of Government Human Services Coordinating Committee 302 N First Avenue, Phoenix Arizona Rehabilitation Services Administration 515 N 51st Ave, Phoenix Type Meeting (public meeting) Public Meeting Public Committee Meeting Public Meeting Public Meeting Public Board Meeting (decision made to move forward with program) Public Meeting-educational Stakeholders’ Meetingeducational Neighborhood meeting Public Meeting Stakeholders’ meeting Stakeholders’ meeting Public meeting Staff Meeting Notification for public hearings included advertisements in local newspapers In addition postcards and flyers were distributed on dial-a-ride vehicles during March 2009 Valley Metro also sent email notices to member of the Regional Paratransit Stakeholders Group, and the notice was reprinted in publications of disability advocacy groups such as the Arizona Bridge to Independent Living (ABIL) and the Maricopa Association of Governments Notification for public meetings was handled through the notification processes of the meeting at which presentations were made 2010 PUBLIC OUTREACH FOR RPTA CORRIDOR PROJECTS Scottsdale/Rural Alternatives Analysis Project City of Phoenix Title VI Program Plan Update 2012 Sub-recipient/Transit Agency: Regional Public Transportation Authority 2010 Community Hearings/Meetings Postings for Corridor Projects Public Meetings during Alternatives Analysis Study Public notification of the study was widely publicized through: • Group outreach to community groups, government agencies, chambers of commerce, churches, schools and neighborhood/homeowner’s groups • Direct mailing via mailing lists compiled by Tempe and Scottsdale city staff that included community groups, government agencies, chambers of commerce, churches, schools and neighborhood/ homeowner’s groups • Media outreach to publish press releases in local media including Arizona Republic, East Valley Tribune and City of Tempe’s Public Access Channel 11, and the City of Scottsdale’s Public Access Channel 11 • Existing websites including the City of Tempe, City of Scottsdale and Valley Metro websites posted public meeting and project details Public Meeting Project Information - meetings LPA -2 meetings, a total of 23 people attended over the two days Additional Information July 19, 2010 Scottsdale Airpark Passenger Terminal, 24 people in attendance July 21, 2010 ASU Skysong Research Center, 36 people in attendance October 27, 2010, Scottsdale Stadium Team Shop October 28, 2010 Scottsdale Airpark Passenger Terminal Boards/Committees/City Council Meetings This section summarizes meetings with various committees and boards with an interest in the Tempe Streetcar project It also shows the several briefings with the Tempe City Council members, Tempe commissions, and the Tempe and Chandler Council Committees These meetings were organized through emails or phone calls to the various committees and boards In addition, various boards and committees contacted METRO to set-up a meeting Board/Committee Tempe City Council Transportation Committee Tempe Transportation Commission Description In 2009 the Tempe City Council Transportation Committee separated from the Tempe City Council Transportation, Housing and Environment Committee This committee works to mitigate noise impacts on neighborhoods under the flight paths for Phoenix Sky Harbor International Airport, encourage the implementation of noise reduction measures for new developments in redevelopment areas around Town Lake, assure the safe and efficient movement of people and vehicles along the street system, and recognize and encourage pedestrian and bicycle travel as an important part of the transportation system The Transportation Commission advises and makes recommendations to the City Council and assists City departments and the City Manager regarding: a balanced transportation system; appropriate performance standards and benchmarks for use in evaluating the City’s transportation system and program; transportation plans, projects and ordinances; elements of prioritized, unified operating and capital improvement program budgets for transportation; providing a forum for public hearings and other public involvement mechanisms to assure community-based transportation plans, and to meet all federal and other guidelines where applicable Dates Locally Preferred Alternative (LPA) – February 8, 2011 LPA – February 8, 2010 City of Phoenix Title VI Program Plan Update 2012 Sub-recipient/Transit Agency: Regional Public Transportation Authority Board/Committee Scottsdale Transportation Commission MAG Transit Committee Regional Transit Advisory Group Transit Management Committee RPTA Board Description The Transportation Commission advises and makes recommendations to the City Council and assists City departments and the City Manager regarding: a balanced transportation system; appropriate performance standards and benchmarks for use in evaluating the City’s transportation system and program; transportation plans, projects and ordinances; elements of prioritized, unified operating and capital improvement program budgets for transportation; providing a forum for public hearings and other public involvement mechanisms to assure community-based transportation plans, and to meet all federal and other guidelines where applicable Interagency technical committee of the Maricopa Association of Governments The Transit Committee provides recommendations and input to the MAG Management Committee The Management Committee is comprised of the managers of the county, cities, and towns of Maricopa County as well as the Native American Communities located within said county Interagency advisory group that provides recommendations and other input to the RPTA Executive Director Interagency committee composed of county, city and town managers or their designees that provide input and recommendations to the RPTA Governing Board Interagency governing board of the Regional Public Transportation Authority Membership is comprised of the chief elected officials of the county, cities and towns of Maricopa County The RPTA Board is charged by the state legislature with development and oversight of a regional public transportation system in Maricopa County Dates LPA – January 20, 2011 LPA – December 9, 2010 LPA – April 11, 2011 LPA – May 4, 2011 LPA – May 19, 2011 Focus Group Meetings RPTA has made an effort to meet with interested businesses, residents, community groups, civic associations and transportation groups Three focus groups that drew together a range of city residents of varying backgrounds from both communities as well as members of the Scottsdale and Tempe business communities provided an avenue for communicating with the communities and building consensus on study recommendations Membership of these focus groups was developed with the assistance of city staffs in both communities The focus group members were also encouraged to promote and participate in both rounds of public informational meetings on the studies City of Phoenix Title VI Program Plan Update 2012 Sub-recipient/Transit Agency: Regional Public Transportation Authority Date March 18, 2010 June 9, 2010 June 16, 2010 June 18, 2010 September 30, 2010 October 5, 2010 October 6, 2010 Stakeholder Project Corridor bus tour with representatives of Scottsdale, Tempe, METRO and RPTA Scottsdale/Tempe Residents Focus Group Scottsdale/Tempe Residents Focus Group, Scottsdale/Tempe Business Community Focus Group Scottsdale/Tempe Residents Focus Group Scottsdale/Tempe Residents Focus Group Scottsdale/Tempe Business Community Focus Group City of Phoenix Title VI Program Plan Update 2012 Sub-recipient/Transit Agency: Regional Public Transportation Authority Attachment D Regional Public Transportation Authority Limited English Proficiency (LEP) Implementation Plan In the Phoenix Metropolitan Area, there are 40 different languages spoken in households where English is not the predominate language Sixty eight percent of the population speaks English as a primary language and 27% of the population speaks Spanish as the primary language The remaining five percent of the population represents 39 different languages as the primary language, but each language spoken represents less than one percent of the entire regional population Twelve percent of the service area population represents LEP residents that not speak English or not speak English well The RPTA and METRO LEP Plan’s contents are consistent with the guidance on an effective language implementation plan expressed in Sections V and VII of the U.S Department of Transportation’s Policy Guidance Concerning Recipients' Responsibilities to Limited English Proficient (LEP) Persons [Federal Register: December 14, 2005 (Volume 70, Number 239), 70 FR 74087] The attached plan documents the activities of all departments within the agency to undertake language assistance activities for transit customers The Regional Public Transit Authority (RPTA) Customer Service Call Center (serving the entire Valley Metro system, including METRO) processes the complaints of Maricopa County residents The RPTA Marketing department and the METRO Public Outreach and Public Involvement Team provide significant written communications and travel training to County residents, their assistance to LEP populations is documented Assistance to LEP populations that is provided directly by transit providers contracted with the RPTA and METRO is also incorporated in the plan RPTA and METRO’s LEP Plan was developed using specific guidance in 70 FR 74087 and the FTA Office of Civil Rights Handbook for Public Transportation Providers, Implementing the Department of Transportation’s Policy Guidance Concerning Recipients’ Responsibilities to Limited English Proficient (LEP) Persons First, a four factor analysis was done to determine the extent to which LEP services needed to be provided This analysis considered the following: The number or proportion of LEP persons served or encountered in the eligible service population The frequency with which LEP individuals come in contact with transit service The nature and importance of transit service to LEP individuals The resources available to the recipient and the costs City of Phoenix Title VI Program Plan Update 2012 Sub-recipient/Transit Agency: Regional Public Transportation Authority One third of the Phoenix Metropolitan Area population speaks Spanish or some other language other than English as a primary language, and 12% of the population speaks no English or limited English Two thirds of the transit ridership uses the bus five days a week and 64% of the total ridership uses transit to travel to work Given these statistics, it was determined that both RPTA and METRO had a significant obligation to provide LEP services, and needed to develop an LEP plan Using the LEP guidance in 70 FR 74097 and the FTA handbook on implementing an LEP plan, the following tasks were used to address the needs of the LEP population served: Identifying LEP individuals who need language assistance Providing language assistance measures Training staff Providing notice to LEP persons of the availability of language assistance Monitoring and updating the LEP plan This plan makes reference to a service area map that identifies locations of high concentrations of population where English is not spoken well or not spoken at all This map is included in the department LEP Plan and is color coded to show the locations of predominately LEP populations LIMITED ENGLISH PROFICIENCY – POPULATION DISTRIBUTION For the purpose of this study, Census 2000 SF3 data was analyzed for the Phoenix Metropolitan Area Populations that speak English “Not Well” or “Not at All” were considered to be Limited English Proficiency (LEP) populations These populations comprise twelve percent (12%) of the entire study area Of the sixhundred-sixty three (633) census tracts included in the study area, thirty (30) have LEP populations that exceed the regional average of twelve percent (12%) The LEP population percentages are illustrated in the following Map Limited English Proficiency City of Phoenix Title VI Program Plan Update 2012 Sub-recipient/Transit Agency: Regional Public Transportation Authority Phoenix Area 2009 Title VI Plan Update City of Phoenix Title VI Program Plan Update 2012 Sub-recipient/Transit Agency: Regional Public Transportation Authority Attachment D – LEP Plan cont Facilities Planning ITEM FY12 FY13 FY14 FY15 Using census data, Identify areas within the service district that have high concentrations of LEP individuals Produce a map of the service area providing a visual display of the location of high concentrations of LEP individuals * Overlay the service area map with route locations and identify routes servicing the locations of high concentrations of LEP individuals Respond to citizen concerns regarding route planning changes in English and Spanish X X X X X X X X X X X X X X X X FY12 FY13 FY14 FY15 X X X X FY12 FY13 FY14 FY15 X X X X X X X X X X X X X X X X * This map is included in the LEP Plan Transit Centers ITEM Tempe, Superstition Springs and Sycamore/Main Street Transit Centers are staffed with fluent Spanish speakers that provide customer service at transit centers They provide general information, routing information, information on community events, route change notices, transit literature, lost and found information, make sales on purchased passes/items and provide information pertaining to other programs provided by the department during normal business hours Fiscal Services ITEM Both Dial-A-Ride (DAR) and Automatic Mail Plan (AMP) applications are printed in English and Spanish Calls are taken at the Mobility Center first and there are clerical staff there who speak Spanish and either answer the calls or act as translators with the customer and accounting staff If an application is received and it is written in Spanish, it would be sent to PTD staff in the Personnel, Operations or Facilities Divisions that are proficient in translation Review the accuracy of all Spanish versions of the DAR and AMP applications and reprint if necessary Post DAR and AMP applications in English and Spanish to the Valley Metro intranet City of Phoenix Title VI Program Plan Update 2012 Sub-recipient/Transit Agency: Regional Public Transportation Authority Diversity & Transit Equity ITEM Conduct an evaluation of the RPTA and METRO LEP plan to gauge its effectiveness and determine if updates are needed every two years The evaluation will: FY12 FY13 FY14 X X X FY15 • Assess whether existing language assistance services are meeting the needs of clients with LEP X • Assess whether staff members understand the City of Phoenix LEP policies and procedures, how to carry them out, and whether language assistance resources and arrangements for those resources are still current and accessible X X X X Seek feedback from LEP communities, including customers and community organizations, about the effectiveness of the RPTA and METRO LEP plan X X X X FY12 FY13 FY14 FY15 Bilingual (English and Spanish) passenger information X X X X Graphic-oriented interior signage X X X X Advertisements of public hearings in minority-oriented newspapers of general circulation X X X X X X X X X X X X • Public Information Office ITEM On-site open houses using graphic displays prior to major bus service changes Passenger’s questions answered in Spanish and English Written translation services through RPTA and METRO Public Information Office Origins and Destinations Survey administered verbally in both English and Spanish Valley Metro Regional Call Center ITEM The Valley Metro regional call center provides bi-lingual phone service to English and Spanish speaking customers during normal business hours Approximately 50% of all Customer Service agents are bi-lingual The Valley Metro Website can be viewed in multiple languages, including Spanish, through the use of Google translate—a link provided directly on the website X FY12 FY13 FY14 FY15 X X X X X X X X City of Phoenix Title VI Program Plan Update 2012 Sub-recipient/Transit Agency: Regional Public Transportation Authority Valley Metro - Marketing ITEM Produces approximately 100 pieces of transit literature annually in both English and Spanish including the following: • Ride Choice brochure • Transit Book • Dial-a-Ride Guide • Passenger Notices • Route Change Notices • Detour Notices • Public Hearing Notices • Transit Promotion Activities • Rural Route brochures • Car Cards • Passenger Notices • Riders Guide • Rider Insider Newsletter Public community outreach program provides fixed route travel training to LEP refugees as part of their resettlement process Refugees are provided with Ride Guides that incorporate pictures and familiar images to provide orientation on the use of transit service These families are taken on travel training field trips to further enhance their orientation to public transit FY12 FY13 FY14 FY15 X X X X X X X X FY12 FY13 FY14 FY15 X X X X X X X X X X X X X X X X X X X X X X X X Operations ITEM Revenue Vehicle Operator - If the customer speaks Spanish, the operator asks for assistance from other customers on the bus who might speak Spanish If there is no one on the bus that can help or if the customer speaks another language, the operator may attempt to use hand gestures and point out the different signage or the operator can call the Operations Control Center (OCC) for assistance If the operator is proficient in the language that the customer is speaking, they communicate with the customer and provide assistance Human Resources - When someone calls who does not speak English, contract staff requests the assistance of bi-lingual staff members Maintenance - If a call is received from a LEP person, assistance is requested from a Maintenance Supervisor or other Maintenance Employee who is able to communicate in the language If no one is available, the call is forwarded to the Human Resources Department Operations Control Center – OCC will make contact with a Field Supervisor to assist a LEP passenger Quality Assurance/Operations – When staff receives or places a call to a passenger with limited English proficiency, they request the assistance of a Supervisor Reservationists/Dispatchers - If staff is proficient in the language that City of Phoenix Title VI Program Plan Update 2012 Sub-recipient/Transit Agency: Regional Public Transportation Authority ITEM the customer is speaking, they will communicate with the customer and provide assistance If staff is not proficient in the language, they will ask other reservationists or dispatchers for assistance If no one is available to assist, staff will attempt to change the words that they are using, or ask the customer if someone is available at their location that speaks English OCC will be called for assistance if needed FY12 FY13 FY14 FY15 City of Phoenix Title VI Program Plan Update 2012 Sub-recipient/Transit Agency: Regional Public Transportation Authority Attachment E RPTA Procedures for Tracking and Investigating Title VI Complaints TRACKING • Complaint comes in and is logged into the system • The administrator sends complaint to the cities/agencies for investigation and documentation • Complaint is returned to the Administrator to ensure the information is complete • Each cities administrator audits the complaints as well to ensure they meet the guidelines for Title VI • The administrator reviews an outstanding weekly report identifying outstanding complaints During the review process the administrator will send out notifications to the agency and a copy to the relevant city to remind the entity that the complaint is not yet resolved or closed out This process is reinitiated each week to ensure timely compliance • The administrator then closes out all completed Title VI complaints INVESTIGATING A seven-step methodology/process is utilized to investigate all Title VI complaints Following are the seven steps as excerpted from the Customer Service Department’s in-house training presentation: STEP ONE: Summary of the complaint • Completed by the Regional Services Customer Relations staff STEP TWO: Statement of issues • List every issue derived from the complaint summary • Include questions raised by each issue – Who? – What? – When? – Where? – How? • Add new issues that surface during investigation • Final list of issues becomes outline for investigation STEP THREE: Respondent’s reply to each issue • Obtain information from each respondent, listen to each tape, review each document • All staff will document information collected in the customer contact (respondent area) • After all respondent information is documented – Complete the documentation (remaining steps) – Determine the action taken – Follow up with the customer Note: “Respondent” is not confined to the transit vehicle operator “Respondent” is defined as any source of information that can contribute to the investigation, such as:  Operator (Interview / History)  Radio/Dispatch/OCC reports  GPS tracking software & programs City of Phoenix Title VI Program Plan Update 2012 Sub-recipient/Transit Agency: Regional Public Transportation Authority           Maintenance (Staff / Records) City Transit staff Witnesses Complainant (Interview / History) Spotter reports Video (camera) and/or audio recordings Courtesy cards Incident reports (supervisor, transit police, fare/security inspectors) Other transit employees Route history STEP FOUR: Findings of fact • Investigate every “issue” (stated in the “statement of issues noted in step two) • Separate facts from opinions STEP FIVE: Citations of pertinent regulations and rules • Develop list of all regulations, rules, policies, and procedures that apply to the investigation – Title VI requirements – Company rules & procedures – Valley Metro policies & service standards STEP SIX: Conclusions of law • Compare each fact from “findings of fact” to the list of regulations, rules, etc • Make decision on whether violation(s) occurred • List of violations becomes “conclusions of law” STEP SEVEN: Description of remedy for each violation • Specific corrective actions for each violation found • Include plans for follow-up checks • Do not conclude report with “no action taken” • If no violations found, conclude the report in a positive manner – Review of policies & procedures – Review of ADA law / Title VI provisions Response to Customer: • Detailed summary of conversation with customer • Copy of letter to customer Action Taken: • Must include specific corrective action for each violation found • Include a follow-up action plan • If no violations found, note policies, procedures, etc reviewed with operator • Never state “no action taken • Documented information should always include initials & dates City of Phoenix Title VI Program Plan Update 2012 Sub-recipient/Transit Agency: Regional Public Transportation Authority Attachment F Below and on the subsequent page are pages and 17 from the Transit Book effective January 23, 2012 that state how a customer would file a Title VI complaint, in both English and Spanish City of Phoenix Title VI Program Plan Update 2012 Sub-recipient/Transit Agency: Regional Public Transportation Authority