date: 1/31/12...july 12, 2011/6:30p mesa city plaza building 20 east main street, room 170, mesa az...

City of Phoenix Title VI Program Plan Update 2012 Sub-recipient/Transit Agency: Regional Public Transportation Authority

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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):

1. 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.

2. Written flyers are placed on paratransit vehicles (if applicable).

3. Free transit pass is provided to attend a hearing. Customers can request a pass at the hearing or they can call RPTA in advance and a pass will be mailed to them.

4. Advertisements are placed in local papers, including Spanish-based publications.

5. Information is provided via the Trip Reduction Program employers. The Trip Reduction Program employers include 1,500 of the largest employers in the Valley.

6. Outreach to social service organizations by the RPTA outreach and transit education team. Examples of specific outreach activities are noted below:

Date Venue Audience

12/2/2011 15th Annual Vision Rehabilitation and Technology Expo 552 N. 40th Street, Phoenix AZ Community

12/12/2011 Get Transit Smart @ Arizona Retirement Homes Scottsdale, AZ Senior citizens

12/14/2011 Arizona Bridge to Independent Living 5025 E. Washington, Phoenix, AZ

Persons with disabilities

Additionally, there are many low cost ways to provide input if one is unable to attend a hearing: via phone, mail, email, or Internet access.


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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.

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.


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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.


1Scottsdale Road Alternative Analysis

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 Venue Type January 5, 2009/ 11:00A Valley Metro RPTA Transportation Management

Committee 302 N. First Avenue, Phoenix

Public Committee Meeting (ADA)

January 6, 2009/ 1:00P Arizona State University Downtown at the Mercado 502 E. Monroe Street, Phoenix

Regional Paratransit Study Stakeholders’ Group Meeting (ADA)

January 22, 2009/12:45P Valley Metro RPTA Board of Directors 302 N. First Avenue, Phoenix

Public Board Meeting (ADA)

February 17, 2009 Glendale Transportation Commission Council Chambers 613 E. Broadway Avenue, Glendale

Public Meeting (ADA)

March 13, 2009 Scottsdale Granite Reef Senior Center 1700 North Granite Reef Road, Scottsdale


March 31, 2009/ 5:00P Grace United Methodist Church 2024 E. University Drive, Mesa, 85213

Public Hearing (ADA)

April 1, 2009/ 5:00P Glendale Community College 6000 W. Olive Avenue, Glendale 8


April 2, 2009/ 12:00P On-line Webinar www.valleymetro.org (held live; and recorded for future viewing on the Valley Metro Website)


April 7, 2009/ 5:00P Travis L Williams Family Service Center 4732 S. Central Avenue, Phoenix, 85040


April 8, 2009/ 3:00P Disability Empowerment Center 5025 E. Washington, Phoenix


May 7, 2009 Phoenix Citizens’ Transit Commission 302 N. First Avenue, Phoenix


May 19, 2009/ 10:00A Valley Metro Operations and Capital Committee 302 N. First Avenue, Phoenix

Valley Metro Public Meeting (ADA)

May 19, 2009/ 5:30P Mesa Transportation Advisory Board City Council Chambers (lower level) 57 E. First Street, Mesa


June 3, 2009 Arizona Rehabilitation Services Administration 515 N. 51st Ave, Phoenix

Staff Meeting (ADA)

June 4, 2009/ 11:00A Valley Metro RPTA Transportation Management Committee 302 N. First Avenue, Phoenix

Public Committee Meeting

June 9, 2009 Maricopa Association of Governments Transportation Ambassador Program 302 N. First Avenue, Phoenix

Stakeholder Meeting

August 6, 2009/ 7:00A Chandler Mayor’s Commission for People with Disabilities Chandler Community Center 125 E. Commonwealth Avenue


October 20, 2009/ 10:00A Valley Metro Operations and Capital Committee 302 N. First Avenue, Phoenix

Valley Metro Committee Meeting (public meeting)



Date/Time Venue Type September 23, 2009/ 7:00P Chandler Transportation Commission

215 East Buffalo Street, Chandler Public Meeting (ADA)

November 4, 2009/ 11:00A Valley Metro RPTA Transportation Management Committee 302 N. First Avenue, Phoenix


November 2009/ 6:30P Tempe Mayor’s Commission on Disability Concerns Tempe Library Board Room 3500 S. Rural Road, Tempe


November 17, 2009 Disability Empowerment Center 5025 E. Washington, Phoenix


November 19, 2009/ 12:45P

Valley Metro RPTA Board of Directors 302 N. First Avenue, Phoenix

Public Board Meeting (decision made to move forward with program)

January 25, 2010 Mesa Human Relations Advisory Board City Council Chambers (lower level) 57 E. First Street, Mesa


July 13, 2010 American Council of the Blind Annual Conference Phoenix Sheraton Hotel Downtown 340 North 3rd Street, Phoenix

Stakeholders’ Meeting (ADA)

July 19, 2010/6:15P Scottsdale Airpark Passenger Terminal, Scottsdale AZ

1Public Meeting (TA)

July 16, 2010/ 10:00A Cobble Creek Apartments Recreation Room 8546 N. 59th Ave, Glendale

Neighborhood meeting (ADA)

July 21, 2010/6:15P Scottsdale Airpark Passenger Terminal, Scottsdale, AZ


October 27, 2010/6:00P Scottsdale Stadium Team Shop, Scottsdale, AZ 1Public Meeting (TA)October 28, 2010/6:00P Scottsdale Airpark Passenger Terminal, Scottsdale,

AZ


December 9, 2010/1:30P Maricopa Association of Governments Transit Committee Meeting 302 North First Avenue, Saguaro Room Phoenix, AZ


February 8, 2011/7:30A Tempe Transportation Commission Tempe Transportation Center, Don Cassano Room 200 E. Fifth Street, Tempe, AZ


February 8, 2011/4:00P Tempe City Council Meeting Tempe City Hall 31 E. 5th Street, Tempe, AZ


February 17, 2011 On-line Webinar www.valleymetro.org (held live; and recorded for future viewing on the Valley Metro Website)


April 15, 2011 Arizona Council of the Blind Annual Conference Crown Plaza Hotel Phoenix Airport 4300 E Washington Street, Phoenix

Stakeholders’ meeting (ADA)

July 12, 2011/6:30P Mesa City Plaza Building 20 East Main Street, Room 170, Mesa AZ

Public Hearing (SC)

July 12, 2011/6:00P Gila Bend Town Hall 644 West Pima Street, Gila Bend, AZ

Public Hearing (SC)

July 13, 2011/6:30P Glendale City Council Chambers 5850 West Glendale Avenue, Glendale, AZ

Public Hearing (SC)

July 13, 2011/12:00P Webinar hosted at www.valleymetro.org Public Hearing (SC) July 14, 2011/12:30P Valley Metro Public Hearing (SC)



Date/Time Venue Type 101 North First Avenue, 10th Floor, Phoenix, AZ

September 4, 2011 Arizona Federation of the Blind Annual Conference Sheraton Hotel Phoenix Airport 1600 South 52nd Street, Tempe

Stakeholders’ meeting (ADA)

October 26, 2011 Maricopa Association of Government Human Services Coordinating Committee 302 N. First Avenue, Phoenix

Public meeting (ADA)

November 15, 2011/6:00P Town of Buckeye Council Chambers 530 E. Monroe Avenue, Buckeye, AZ

Public Meeting Presentation (FC)

November 30, 2011/12:30P Cesar Chavez Library 3635 W. Baseline Road, Phoenix, AZ

Public Hearing

November 30, 2011, 6:00P Cesar Chavez Library 3635 W. Baseline Road, Phoenix, AZ

Public Hearing (FC)

December 2, 2011 15th Annual Vision Rehabilitation & Technology Expo 552 N. 40th Street, Phoenix AZ Public Outreach (FC)

December 3, 2011 Home Depot 745 S. Val Vista Drive, Gilbert, AZ

Public Outreach (FC) Approx. 200 in attendance

December 5, 2011/12:00P Maryvale Community Center 4420 North 51st Avenue, Phoenix, AZ

Public Hearing (FC)

December 6, 2011/12:00P Valley Metro RPTA, Lake Powell Room 101 N. 1st Ave., Ste. 1300, Phoenix, AZ

Public Hearing (FC)

December 6, 2011/6:00P Tempe Transportation Center, Don Cassano Room 200 E. Fifth Street, Tempe, AZ

Public Hearing (FC)

December 7, 2011/6:30P Mesa City Plaza Building 20 East Main Street, Room 170, Mesa AZ

Public Hearing (FC)

December 8, 2011/6:30P Glendale City Council Chambers 5850 West Glendale Avenue, Glendale, AZ

Public Hearing (FC)

December 12, 2011 Get Transit Smart at Arizona Retirement Homes Scottsdale, AZ

Public Outreach (FC)

December 14, 2011 Arizona Bridge to Independent Living 5025 E. Washington, Phoenix, AZ

Public Outreach (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 [email protected]

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


*RPTA press releases are posted on Valley Metro’s website, social media venues Twitter and Facebook, and are also distributed to media contacts.

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:

1. 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

2. Link Brochure

3. ADA Paratransit Comment card used at public hearings

4. 2009 Paratransit Public Hearings Campaign Media Flowchart

5. Arizona Republic Public Hearing Notice dated 3/1/09 - ADA

6. La Prensa Hispana Public Hearing Notice dated 3/18/09 - ADA

7. Arizona Informant Public Hearing notice dated 3/18/09 – ADA

8. La Voz Public Hearing notice dated 3/20/09 - ADA

9. 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 and Facebook, and are also distributed to media contacts.

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


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/ 11:00A

Valley Metro RPTA Transportation Management Committee 302 N. First Avenue, Phoenix


January 6, 2009/ 1:00P

Arizona State University Downtown at the Mercado 502 E. Monroe Street, Phoenix

Regional Paratransit Study Stakeholders’ Group Informational Meeting #6

January 22, 2009/ 12:45P


Public Board Meeting

February 17, 2009 Glendale Transportation Commission Council Chambers 613 E. Broadway Avenue, Glendale

Public Meeting

March 13, 2009 Scottsdale Granite Reef Senior Center 1700 North Granite Reef Road, Scottsdale

Public Meeting

March 31, 2009/ 5:00P

Grace United Methodist Church 2024 E. University Drive, Mesa

Public Hearing

April 1, 2009/ 5:00P Glendale Community College 6000 W. Olive Avenue, Glendale

Public Hearing

April 2, 2009/ 12:00P On-line Webinar www.valleymetro.org (held live; and recorded for future viewing on the Valley Metro Website)

Public Hearing

April 7, 2009/ 5:00P Travis L Williams Family Service Center 4732 S. Central Avenue, Phoenix

Public Hearing

April 8, 2009/ 3:00P Disability Empowerment Center 5025 E. Washington, Phoenix

Public Meeting

May 7, 2009 Phoenix Citizens’ Transit Commission 302 N. First Avenue, Phoenix

Public Meeting

May 19, 2009/ 10:00A Valley Metro Operations and Capital Committee 302 N. First Avenue, Phoenix


May 19, 2009/ 5:30P Mesa Transportation Advisory Board City Council Chambers (lower level) 57 E. First Street, Mesa

Public Meeting

June 3, 2009 Arizona Rehabilitation Services Administration 515 N. 51st Ave, Phoenix

Staff Meeting

June 4, 2009/ 11:00A Valley Metro RPTA Transportation Management Committee 302 N. First Avenue, Phoenix


June 9, 2009 Maricopa Association of Governments Transportation Ambassador Program 302 N. First Avenue, Phoenix

Stakeholder Meeting

August 6, 2009/ 7:00A Chandler Mayor’s Commission for People with Disabilities, Chandler Community Center

Public Meeting


Date Venue Type 125 E. Commonwealth Avenue

October 20, 2009/ 10:00A

Valley Metro Operations and Capital Committee 302 N. First Avenue, Phoenix


September 23, 2009/ 7:00P

Chandler Transportation Commission 215 East Buffalo Street, Chandler

Public Meeting

November 4, 2009/ 11:00A

Valley Metro RPTA Transportation Management Committee 302 N. First Avenue, Phoenix


November 2009/6:30P Tempe Mayor’s Commission on Disability Concerns Tempe Library Board Room 3500 S. Rural Road, Tempe

Public Meeting

November 17, 2009 Disability Empowerment Center 5025 E. Washington, Phoenix

Public Meeting

November 19, 2009/ 12:45P


Public Board Meeting (decision made to move forward with program)

January 25, 2010 Mesa Human Relations Advisory Board City Council Chambers (lower level) 57 E. First Street, Mesa

Public Meeting-educational

July 13, 2010 American Council of the Blind Annual Conference Phoenix Sheraton Hotel Downtown 340 North 3rd Street, Phoenix

Stakeholders’ Meeting-educational

July 16, 2010/ 10:00A Cobble Creek Apartments Recreation Room 8546 N. 59th Ave, Glendale

Neighborhood meeting

February 17, 2011 On-line Webinar www.valleymetro.org (held live; and recorded for future viewing on the Valley Metro Website)

Public Meeting

April 15, 2011 Arizona Council of the Blind Annual Conference Crown Plaza Hotel Phoenix Airport 4300 E Washington Street, Phoenix

Stakeholders’ meeting

September 4, 2011 Arizona Federation of the Blind Annual Conference Sheraton Hotel Phoenix Airport 1600 South 52nd Street, Tempe

Stakeholders’ meeting

October 26, 2011 Maricopa Association of Government Human Services Coordinating Committee 302 N. First Avenue, Phoenix

Public meeting

December 5, 2011 Arizona Rehabilitation Services Administration 515 N. 51st Ave, Phoenix

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

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 Additional Information

Project Information - 2 meetings July 19, 2010 Scottsdale Airpark Passenger Terminal, 24 people in attendance

July 21, 2010 ASU Skysong Research Center, 36 people in attendance

LPA -2 meetings, a total of 23 people attended over the two days

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 Description Dates Tempe City Council Transportation Committee

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.

Locally Preferred Alternative (LPA) – February 8, 2011

Tempe Transportation Commission

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;

LPA – February 8, 2010


Board/Committee Description Dates 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.

Scottsdale Transportation Commission

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.

LPA – January 20, 2011

MAG Transit Committee 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.

LPA – December 9, 2010

Regional Transit Advisory Group

Interagency advisory group that provides recommendations and other input to the RPTA Executive Director.

LPA – April 11, 2011

Transit Management Committee

Interagency committee composed of county, city and town managers or their designees that provide input and recommendations to the RPTA Governing Board.

LPA – May 4, 2011

RPTA 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.

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


Date Stakeholder March 18, 2010 Project Corridor bus tour with representatives of Scottsdale, Tempe,

METRO and RPTA June 9, 2010 Scottsdale/Tempe Residents Focus Group June 16, 2010 Scottsdale/Tempe Residents Focus Group, June 18, 2010 Scottsdale/Tempe Business Community Focus Group September 30, 2010 Scottsdale/Tempe Residents Focus Group October 5, 2010 Scottsdale/Tempe Residents Focus Group October 6, 2010 Scottsdale/Tempe Business Community Focus Group


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. Seventy four percent of the population speaks English as a primary language and 19% of the population speaks Spanish as the primary language. The remaining seven 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 do not speak English or do 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:

1. The number or proportion of LEP persons served or encountered in the eligible service population.

2. The frequency with which LEP individuals come in contact with transit service. 3. The nature and importance of transit service to LEP individuals. 4. The resources available to the recipient and the costs.

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. 26 percent of the transit ridership would not be able to make their trip if transit was not available. 31% 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:

1. Identifying LEP individuals who need language assistance. 2. Providing language assistance measures. 3. Training staff 4. Providing notice to LEP persons of the availability of language assistance 5. 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, American Community Survey 2006-2010 5-year estimates 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 8.5 percent (8.5%) of the entire transit service area. Of the seven-hundred-twenty two (722) census tracts included in the transit service area, one-hundred-ninety nine (228) have LEP populations that exceed the transit service area average of 8.5 percent (8.5%).


The LEP population percentages are illustrated in the following Map Limited English Proficiency.


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.

X X X X

Produce a map of the service area providing a visual display of the location of high concentrations of LEP individuals. *

X X X X

Overlay the service area map with route locations and identify routes servicing the locations of high concentrations of LEP individuals.

X X X X

Respond to citizen concerns regarding route planning changes in English and Spanish.

X X X X

* This map is included in the LEP Plan

Transit Centers ITEM FY12 FY13 FY14 FY15

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.

X X X X

Fiscal Services

ITEM FY12 FY13 FY14 FY15 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.

X X X X

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.

X X X X

Review the accuracy of all Spanish versions of the DAR and AMP applications and reprint if necessary.

X X X X

Post DAR and AMP applications in English and Spanish to the Valley Metro intranet.

X X X X


Diversity & Transit Equity

Public Information Office

Valley Metro Regional Call Center

ITEM FY12 FY13 FY14 FY15 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.

X X X X

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 X X X

ITEM FY12 FY13 FY14 FY15 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:

X X

Assess whether existing language assistance services are meeting the needs of clients with LEP.

X 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

ITEM 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

On-site open houses using graphic displays prior to major bus service changes. Passenger’s questions answered in Spanish and English.

X X X X

Written translation services through RPTA and METRO Public Information Office.

X X X X

Origins and Destinations Survey administered verbally in both English and Spanish.

X


Valley Metro - Marketing ITEM FY12 FY13 FY14 FY15

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

X X X X

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.

X X X X

Operations ITEM FY12 FY13 FY14 FY15

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.

X X X X

Human Resources - When someone calls who does not speak English, contract staff requests the assistance of bi-lingual staff members.

X X X X

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.

X X X X

Operations Control Center – OCC will make contact with a Field Supervisor to assist a LEP passenger.

X X X X

Quality Assurance/Operations – When staff receives or places a call to a passenger with limited English proficiency, they request the assistance of a Supervisor.

X X X X

Reservationists/Dispatchers - If staff is proficient in the language that X X X X


ITEM FY12 FY13 FY14 FY15 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.


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


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


Attachment F

Below and on the subsequent page are pages 3 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.

date: 1/31/12...july 12, 2011/6:30p mesa city plaza building 20 east main street, room 170, mesa az...

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