1 metroaccess fare changes start november 1, 2010 2 metroaccess fare payment policy metro expands travel training 3 meet evelyn 4 welcome to the transit accessibility center 5 metroaccess customer safety partnership 6 safety tips for bus anr rail customers who use a wheelchair 7 metro proclamation on the 20th anniversary of the ada 8 calendar of events useful metro phone numbers OCTOBER 2010 — volume one — issue five MetroAccess Fare Changes Start November 1, 2010 With a funding gap of nearly $200 million to fill, Metro’s Board of Directors faced a difficult challenge establishing this year’s operating budget. The cost of paratransit service was a substantial part of this challenge with MetroAccess ridership and cost doubling in the last four years from 1.2 million passengers transported at a cost of $52.3 million in FY2006, to 2.4 million passengers transported at a cost of over $103.7 million in FY2011. MetroAccess riders currently pay a base fare of $3 per trip, but the actual cost to Metro is over $38. In March and April 2010, Metro’s Board of Directors held six public hearings to get public input on proposals for how the transit authority should close the funding gap. With this input in mind, the Board took a number of actions in order to ensure Metro had a budget. Among the actions taken were: receiving higher contributions from local jurisdictions that fund Metro; borrowing some capital funds for preventive maintenance; increasing fares on Metrorail and Metrobus; and aligning the MetroAccess fare structure and service area with ADA requirements. MetroAccess now provides service to locations within ¾ mile of fixed route transportation services such as Metrobus and Metrorail during the same hours that fixed route transportation services are available. This is considered “the ADA service area.” Customers who traveled outside the ADA service area and hours in FY2010 will be permitted to continue to do so under a grandfathering provision. MetroAccess fares will be based on the distance and time of day that a customer travels. The MetroAccess fare will be twice the amount of what the fare would cost on the fastest comparable trip if the same trip were taken on fixed-route services such as Metrobus or Metrorail, up to a maximum fare of $7. All grandfathered trips outside the ADA service area will be charged the maximum fare. To determine how much a comparable trip would cost on Metrobus or Metrorail, MetroAccess customers can visit Metro’s Trip Planner at www.MetroOpensDoors.com, and enter the origin, destination, time and date of their trip. The MetroAccess fare is calculated by doubling the SmarTrip-based fare for the first itinerary that is generated up to a maximum of $7. MetroAccess customers will be informed of the exact fare that they are expected to pay for a trip when they book a trip online or with a MetroAccess reservations agent. MetroAccess fare payment in the exact amount is expected prior to boarding. To avoid confusion about fares, MetroAccess customers are encouraged to prepay for trips by phone or online using a credit or debit card with MetroAccess EZ-Pay. SmartBenefits customers may also take advantage of MetroAccess EZ-Pay. Customers can view step-by-step instructions on how to use EZ-Pay online, or they can call 301-562-5360 to request that a brochure be mailed to them. MetroAccess Fare Payment Policy Full and exact payment of MetroAccess fares is required for all trips. Payment should be presented, without request, to MetroAccess operators before a customer or their PCA and/or companions board the vehicle. If a customer is being picked-up from their home and they fail to pay, they will not be transported. If a customer is being picked-up somewhere other than their home and they fail to pay, their failure to pay will be documented. After one (1) occurrence of non-payment, the customer will receive an official warning. After one (1) additional occurrence of non-payment, the customer will be suspended. As with all suspensions, the customer may appeal. Metro Expands Travel Training Throughout the Region There is probably no greater independence than simply being free to go wherever you want or need to go. This is the freedom that Maurice Tennessee described as he talked about his experience of learning how to navigate the Metrorail system. “Before I learned how to travel by Metrorail, I was forced to always use a paratransit system or cab to get around. This meant scheduling in advance and waiting for someone else to show up. Now, I feel absolutely liberated to be able to travel at my own convenience.” Maurice Tennessee is blind and rides Metrorail each day from his home in Arlington to the Pentagon Metrorail station. He has been doing this for almost a year now, thanks to Metro’s travel training program. Mr. Tennessee was taught to navigate the Metrorail system by Metro System Orientation Specialist Brigid Doherty, whose job is to train people with disabilities on how to use Metrorail and Metrobus. Ms. Doherty is a Certified Orientation and Mobility Specialist and works mainly with people who are blind or have low vision. Ms. Doherty also has low vision after losing much of her sight when she was 21 years old. “Being a person with a disability does not have to reduce one’s lifestyle,” said Ms. Doherty. “People with disabilities also have to go to work, get to school, pick up kids, go to appointments, and attend functions. Metro allows for that.” Ms. Doherty is one of five Metro System Orientation Specialists in the Department of Access Services. Each specializes in different areas, providing practical travel training on how to safely and independently use Metrorail, Metrobus and local bus systems in the region. Metro’s travel trainers also provide support materials such as maps, brochures and Metrorail station guides which provide directions to platforms, and Metrorail stations. Training sessions include helpful safety tips and information about emergency procedures. Metro’s travel training is typically a half day to a full day in length. Travel training has been in place at Metro for a number of years. However, it was determined that people with more significant disabilities needed more comprehensive training that Metro neither had the manpower nor the resources to provide. For this reason, Metro, in collaboration with the Maryland, Virginia and District of Columbia Centers for Independent Living (CIL), applied for and was awarded a $1.2 million federal grant to expand travel training in the region. The grant allowed each of the CILs to hire two full-time Travel Trainers with backgrounds working with people with disabilities. These additional Travel Trainers provide more extensive instruction to people with significant disabilities, and can run from a few days to a number of weeks or months. The CIL travel training program also focuses on helping low income people with significant disabilities learn how to travel to and from job sites and employment related activities. Metro oversees the grant project and is the training and technical assistance partner. “This program expansion allows more extensive travel training to people with disabilities throughout the region,” said Christian T. Kent, Assistant General Manager of the Department of Access Services. The expansion of travel training was launched earlier this year and provides greater independence and flexibility for people with disabilities, and also helps reduce customer dependence on MetroAccess, Metro’s paratransit system. Mr. Kent added, “MetroAccess trips will cost the customer twice as much as equivalent trips on Metrobus or Metrorail to a maximum fare of $7 one-way, and Metro will spend an average of $38 to provide each of these trips. However, when MetroAccess customers choose bus or rail for their travel needs, they will ride free of charge, without the need for advance reservations, and at a negligible cost to Metro. Travel training helps make this choice an easy one for the customer.” People with disabilities are often referred to travel training by the Transit Accessibility Center (home of the Office of Eligibility Certification since April 2009), which is located on the lobby level of Metro’s headquarters. If the customer is a senior citizen, s(he) may be referred to Reginald Ward, a Metro System Orientation Specialist who works primarily with older adults. “I feel good when I see people I have trained getting out and traveling on their own by the bus and rail,” said Mr. Ward. “Many of my seniors had previously stopped driving and were becoming less independent.” Mr. Ward has been working with seniors and people with disabilities for the past 17 years. Other Metro travel trainers include Wanda Elliott, who primarily works with the school systems throughout the region and with students with disabilities; Cherie Leporatti, who mainly trains those with mental health and intellectual disabilities; and Gernae Weaver, who provides travel training to people who are deaf or hard of hearing and works closely with Gallaudet University, among other organizations. Within the next two years, it is estimated that the CIL travel training program will provide instruction for over 600 people with significant disabilities who require more than the one or two days of training that Metro staff provides. Metro anticipates providing an additional 500 people with individualized Metro system orientations and 7,500 people with group Metro system orientations over the next two years. The combination of these two initiatives alone can save Metro millions of dollars per year in paratransit expense. Welcome to the Transit Accessibility Center The Metro Transit Accessibility Center opened its doors in April of 2009. Located at Metro Headquarters in Washington, DC, the Center assumed full in-house control of functional assessments and eligibility determinations for MetroAccess customers on July 1, 2009. The Office of Eligibility Certification also assumed responsibility for the Reduced Fare Program for People with Disabilities on April 1, 2010. The Center features a highly educated team of professionals with vast experience working with people with disabilities. The staff includes a Director, ten (10) Specialists, a receptionist, three (3) contract certified recreational therapists, and two MV Transportation staff. The professional Specialists manage all aspects of the eligibility certification processes for both MetroAccess and the Reduced Fare Program. In an effort to respond to the increased demand for services in a timely and efficient manner, the application process for paratransit service has changed. Applications are no longer accepted by mail or fax. Once an application is completed by the customer and their healthcare professional, the customer contacts the the Center for a pre-assessment interview. Additionally, the application has recently been revised and only applications printed after June 2010 will be accepted. Applications for MetroAccess can be obtained in one of four ways. An application can be downloaded from the Metro website (www.MetroOpensDoors.com), requested by e-mail at eligibility@wmata.com or obtained by writing to the Office of Eligibility Certification, 600 Fifth Street, NW, Washington, DC 20001. You can also pick up a copy by visiting our office at the above address. Once an application is completed and signed by an appropriate healthcare professional, the applicant must call the main number at 202-962-2700 and select option 5 to request an appointment. Each applicant must speak to a Specialist, who will conduct a pre-assessment interview to collect pertinent information from the application. This is done prior to scheduling an assessment and interview at the the Center. Free MetroAccess transportation to the eligibility assessment and interview is provided upon request. During the assessment, customers are evaluated to determine if they can ride the accessible bus and rail system. A member of the professional certification staff will carefully discuss each applicant’s needs and assist in identifying available transportation options. Staff also reviews safety tips with each customer in an effort to foster an environment of safety. Staff will use all of the information presented on the application and during the interview and assessment to make a determination. Those applicants whose disability prevents them from using the accessible bus or rail system will be found fully eligible and will receive a light blue MetroAccess ID card. Once they receive their ID card, they can begin to schedule rides on the paratransit service. Since fully eligible status is based on the applicant not being able to ever independently ride public transportation, they will not receive free rides on the accessible bus and rail system. However, customers who are determined to be fully eligible may enroll in the Reduced Fare Program to ride the accessible bus or rail system with a Personal Care Assistant at a discounted rate. These customers will have a five-year eligibility period before needing recertification. Applicants whose disability prevents them from using the bus and/or rail system for certain trips because of weather conditions or inaccessible environments will be issued a conditional MetroAccess ID card, which will closely resemble the traditional white MetroAccess ID card. These cardholders can ride the bus and rail system at no cost. The Office of Eligibility Certification is pleased to report that as a result of its new procedures, service delivery time is greatly improved. Customers can expect to receive an eligibility determination within 21 days of submission of their application. The staff also administers the Reduced Fare Program for People with Disabilities, which offers significant discounts on the bus and rail system. Applications for the Reduced Fare Program can be downloaded from the Metro Web site at www.MetroOpensDoors.com or requested by calling 202-962-2700 or 202-962-1100 or by e-mail at eligibility@wmata.com. Callers or e-mailers must clearly state their request for a Reduced Fare Program application and leave their name and contact information. Applications are also available upon request at any Metro Sales Office, Commuter Store, or Connector Store. Applicants for the Reduced Fare Program with completed applications can walk in anytime Monday, Wednesday, Thursday or Friday between the hours of 8:30 am and 4:00 pm or Tuesday between the hours of 8:30 am and 2:00 pm. Appointments for groups over five are highly recommended. Groups over 10 are encouraged to call the Metro Office of ADA Programs at 202-962-1100 to schedule a free Group Metro System Orientation and Reduced Fare Program group photo ID card session on-site at your location. MetroAccess Customer Safety Partnership Metro holds safety as its highest value. All of Metro’s more than 10,000 employees are focused on providing not just “The Best Ride in the Nation” for our valued customers, but also the safest. MetroAccess has been working hard to increase the safety of the system, particularly in providing more real-world and classroom training for our drivers and control center staff. However, our goal of providing the safest possible ride cannot be achieved without the help of our customers. We believe that everyone who rides public transportation can help make the system safer. By forming a Safety Partnership with you, our customer, we can increase the safety of everyone who rides MetroAccess. We pledge to do everything we can to deliver a safe ride, and hope that you will assist us in our goal by: Allowing the driver to assist you in boarding and exiting the vehicle. The driver is trained to provide assistance to and from your ride. Backing onto the lift when boarding and moving forward onto the lift when exiting if you use a wheelchair. This helps prevent falls from the lift. Waiting for the driver to operate the lift. The driver is well versed in the operating characteristics of each piece of equipment used to get you to your destination safely. While your companion or PCA may have operated wheelchair lifts before, only your driver knows how to operate the lift in accordance with MetroAccess safety procedures. Holding onto the lift’s handles as the lift ascends or descends if you are able. Sometimes wheelchair brakes fail, and we do not want you to fall! Keeping your seatbelt on until the vehicle has come to a complete stop. Accidents can occur even if the vehicle is moving slowly. Not talking to the driver while the vehicle is in motion. The driver will be happy to answer your questions, but while the vehicle is in motion the driver must put all focus on the road. Waiting at the most exterior door for the driver to perform door-to-door service. The driver cannot enter the building because they must be able to remain in sight of the vehicle for other passengers’ safety. Waiting for the driver to give you the “OK” that it is safe to unbuckle your seatbelt and/or get up from your seat. Sometimes the driver must reposition the vehicle after arriving at your destination. Asking the driver to double check that your mobility aid is properly secured for your trip. A loose mobility aid can be a hazard if there is a sudden change in direction during travel. Asking to use the lift if you do not feel comfortable using the vehicle’s steps. The driver will gladly take the time to deploy the lift if it means you will be safer while boarding or alighting the vehicle. Not eating or drinking on the vehicle. Eating and drinking is prohibited on all Metro vehicles and can become a choking hazard over bumpy terrain. Reporting near misses or any other unsafe incident you might witness to customer service at 202-637-1328 or csvc@wmata.com. You are our extra observers on the road! By joining our Safety Partnership, you can help us realize the vision of providing the safest “Best Ride in the Nation” possible. MetroAccess looks forward to serving your public transit needs. Safety Tips for Bus and Rail Customers Who Use a Wheelchair Safety is an important topic as more people who use wheelchairs have increased their independence and lead on-the-go lifestyles. Metro customers who use wheelchairs, and who are new to traveling on the Metro system, are strongly encouraged to contact the Metro is Accessible team at 202-962-1100 or access@wmata.com to find out about the Reduced Fare Program for People with Disabilities and to learn about Metro’s FREE one-to-one Metro System Orientation (travel training). For safety, each wheelchair needs a good set of wheel locks or working brakes. Customers who use wheelchairs are encouraged to use the wheel locks or brakes and maintain a firm, balanced seat position while riding on the rail and the bus. Customers who use a power wheelchair should program the speed so that it does not go faster than they can handle, particularly when going in reverse. Customers are encouraged to turn the power on the wheelchair off when on a bus lift because it can be dangerous if you bump into the joystick when the power is on. Customers who are new to the Metro system or are trying out a new route are encouraged to familiarize themselves with the bus schedule and route ahead of time. Practice a few times to get familiar with the route. Locate any potential physical barriers (i.e., incomplete sidewalk or pathway, temporary construction, etc.) and develop an alternate route, if necessary. (Note: This is something that your Metro System Orientation Specialist will be able to assist you with.) Customers are encouraged to check for any known elevator outages that may be along their route before proceeding. In case of outages, the customer is encouraged to arrange for a shuttle ahead of time by calling 202-962-1825 or develop an alternate route by using the Metro Trip Planner at www.MetroOpensDoors.com. Customers are encouraged to enhance their safety by making the wheelchair more visible. For example, reflectors in the spokes will help the customer who uses a wheelchair be seen at night. A flag attached to the back of the wheelchair improves visibility for operators of vehicles. When waiting at a bus stop or shelter, customers should position themselves in a visible spot where the operator can see them. That way when the bus arrives, the operator will know to deploy the lift or ramp, which also helps save time. Customers may board the bus by either facing toward the bus or away from the bus when using the lift or ramp. On board, look for the priority seating area near the front of the bus. Two wheelchair securement areas are provided for mobility devices. The operator will help secure your mobility device. Although bus securement systems are slightly different depending on the bus model and year, each bus is equipped with a working four-point securement system and all passengers who use wheelchairs are strongly encouraged to use it. Bus operators are trained on the use of the securement systems. The securement system ensures safe travel for all passengers. Customers should use a positioning belt if there is one available with the wheelchair. The lap belt or positioning belt assists the user with maintaining center of gravity. Metro Proclamation on the 20th Anniversary of the ADA On Monday, July 26, 2010, Metro celebrated the 20th anniversary of the Americans with Disabilities Act (ADA) with a recognition event, which focused on the role of the ADA in increasing accessible transportation options throughout the Washington, DC metropolitan region. During the event, the following Metro Proclamation, which was signed by General Manager Richard Sarles, was read: Effective July 1, the MetroAccess service area was changed in the following ways: Starting on November 1, MetroAccess will implement the following fare changes: MetroAccess vehicle servicing a location within 3/4 mile of fixed route transportation. The Department of Access Services publishes Access Matters to inform customers about Metro’s accessible services. Access Matters is available in alternate formats upon request. Metro’s Brigid Doherty shows customer Maurice Tennessee how to navigate the Metrorail system. Metro encourages people with disabilities to use its fully accessible Metrobus and Metrorail systems. For a free system orientation, please call 202-962-1100. Meet Evelyn Meet Evelyn. For many years, Evelyn rode Metrorail to and from her job as a curator for a National museum. When not riding the Metro, she used her personal car. After Evelyn acquired a disability, she qualified for MetroAccess service. During Evelyn’s interview and functional assessment at Metro’s Transit Accessibility Center, the Eligibility Specialist assigned to her case highlighted a variety of transit options and told Evelyn about the Metro travel training program. Before travel training, an average week for Evelyn meant six trips scheduled on paratransit, two trips on the senior center van, and a few private taxi trips. Her transportation costs were high and she often had to limit her activities to remain within her budget. Evelyn’s physical disability made it hard for her to navigate through crowds or walk long distances. Evelyn feared she would lose her balance on the escalator or train, so she avoided the Metro system despite the fact that she lives within walking distance of a Metro station. Participating in travel training with Cherie Leporatti, one of three Metro System Orientation Specialists, helped Evelyn gain the confidence that she needed to travel independently. Evelyn and Cherie worked on strategies that specifically met her needs. Cherie showed Evelyn how to use the Metro Trip Planner to plan effective trips with limited walking distances. Now retired, Evelyn wanted to explore volunteer opportunities and hobby interests. Evelyn and Cherie focused on developing routes to King Street Cats, where she volunteers her time, and to Stitch DC, where she plans to take knitting lessons. Traveling independently has now become a major goal for Evelyn. Evelyn on her way to the Metro station. An applicant speaks with a Specialist during the assessment process. Proclamation 20th Anniversary of the Americans with Disabilities Act WHEREAS, on July 26, 1990, President George H.W. Bush signed into law the Americans with Disabilities Act (ADA) to ensure the civil rights of people with disabilities; WHEREAS, the ADA has expanded opportunities for people with disabilities by changing perceptions and reducing barriers; WHEREAS, the Washington Metropolitan Area Transit Authority (Metro) affirms the principles of equality and inclusion for people with disabilities as embodied in the ADA by achieving full ADA compliance; WHEREAS, Metro worked diligently to bring forth the promise of hope and freedom envisioned by the legislation by maximizing the accessibility of public transportation for people with disabilities throughout the Washington, DC metropolitan region; WHEREAS, in doing so, Metro has expanded opportunities for people with disabilities and senior citizens to fully participate in community life through outreach and travel training; and WHEREAS, July 26, 2010 celebrates the 20th Anniversary of the Americans with Disabilities Act; NOW THEREFORE, on this 20th anniversary of the Americans with Disabilities Act, Metro and its Department of Access Services reaffirms our commitment to exceeding ADA compliance, providing exceptional performance and customer service for people with disabilities, and working with member jurisdictions to facilitate a more accessible environment around our transit system. MetroAccess 301-562-5360 TTY 301-588-7535 Toll Free 800-523-7009 MetroAccess Complaints, Commendations, Comments 202-637-0128 TTY 202-962-2565 Office of ADA Programs Metro Outreach and Travel Training 202-962-1100 TTY 202-962-2033 Paratransit and Reduced Fare Eligibility 202-962-2700 Accessibility Advisory Committee 202-962-6060 Customer Information 202-637-7000 TTY 202-638-3780 Schedules, timetables, parking information and more Transit Police (emergency) 202-962-2121 Elevator Outages and Metrorail Service Disruptions 202-962-1212 Elevator Outage Shuttle Requests 202-962-1825 TTY 202-638-3780 Centers for Independent Living Virginia: ENDependence Center of Northern Virginia 703-525-3268 Maryland: Independence Now 301-277-2839 District of Columbia: DC Center for Independent Living 202-388-0033 The Accessibility Advisory Committee meets 5:30 – 7:30 p.m. on the first Monday of every month. The MetroAccess Subcommittee meets 4 – 6 p.m. on the last Monday of every month. Visit us at www.MetroOpensDoors.com Department of Access Services 600 Fifth Street NW Jackson Graham Building, 8th Floor Washington, D.C. 20001