Door-to-Door Special Edition MetroAccess Set to Begin Door-to-Door Service on June 30, 2008 Over the past two years, MetroAccess customers have seen significant improvements in service, and more changes are on the way. Starting on Monday, June 30, MetroAccess will change from curb-to-curb to door-to-door service. Under the new initiative, drivers will escort MetroAccess passengers from the first exterior door of the customer's pick-up address into the vehicle and from the vehicle to the first exterior door of the customer's destination address. "MetroAccess customers will benefit greatly from door-to-door service," said Selene Faer Dalton-Kumins, Metro's Director of MetroAccess Service. "Drivers will connect with customers more directly by going to their door. In turn, customers will get more personal service and additional assistance with packages," she said. The move to door-to-door service is meant to help reduce missed trips and improve safety and on-time performance. "It is our hope that the implementation of door-to-door service will help us connect with our customers more efficiently so that we can continue to meet the needs of our ever-growing customer base," said Christian T. Kent, Assistant General Manager of Access Services. Metro's Department of Access Services wants to make it easy for MetroAccess customers to find out more details about door-to-door service. In the coming months, MetroAccess representatives will visit area advocacy groups, centers for independent living and jurisdictional disability advisory committees and commissions to discuss the implementation of door-to-door service. "We will be working closely with the disability community in the coming months to ensure their full understanding of the changes that will come with door-to-door service, and we will seek their guidance on future initiatives," said Kent. To find an advocacy group meeting near you, see the list to the right of this article. MetroAccess also will host three public information sessions during the month of May to discuss the implementation of door-to-door service. Customers who attend the public information sessions will hear complete details about the new service and have a chance to ask questions. MV Transportation and Metro are working together to create a video about door-to-door service, which will be shown at the public information sessions. If you're not able to attend a meeting, we'll have the video available online at wmata.com/metroaccess, along with the latest details about door-to-door service. With increased demand for MetroAccess service, Metro wants to remind customers with disabilities that Metrobus and Metrorail are great travel choices for getting around the region. "We make it a priority to provide safe and accessible transportation options to people with disabilities and senior citizens," said Glenn Millis, Director of Metro's Office of Americans with Disability Act (ADA) Programs. Implementation of door-to-door service is just one change MetroAccess customers will see this year. Even more improvements are in the works, and not only for MetroAccess but for the entire Metro transit system. "Metro and its Department of Access Services are committed to making all of our transportation services more accessible to everyone," said Kent. What You Need to Know About Door-to-Door Service Effective June 30,2008, MetroAccess Service will change from curb-to-curb to door-to-door service. Door-to-door service means that drivers will escort MetroAccess passengers from the first exterior door of the customer's pick-up address into the vehicle and from the vehicle to the first exterior door of the customer's destination address. Most customers will receive an automated call when the driver arrives at the pick-up location. The only exceptions would be when service is being provided by Metro's taxicab partners or for group trip service to social service agencies. Upon arrival, if the customer is not present for boarding at the curb, the driver will proceed to the door. To receive door-to-door service, the following conditions must be met: The first exterior door must be no more than 150 feet from the vehicle. The driver must be able to maintain sight of the vehicle at all times. There must be a safe and accessible path of travel from the vehicle to the door. There must be a safe place to park on a public roadway or public parking lot. The parked vehicle must not block or impede traffic. If any of the above conditions are not met, the location is considered non-serviceable for door-to-door and the driver will render curb-to-curb service for one or both legs of the trip. Upon arriving at the door for a pick-up, drivers will knock on the door and identify themselves as "MetroAccess." At public entrances, drivers may open the first exterior door to announce their arrival (and if the entrance has a second door nearby that leads to a waiting area, drivers may open the second door to announce their arrival). The driver will then ask the customer to show their valid MetroAccess ID card prior to assisting the customer to the vehicle. MetroAccess drivers will provide the following assistance to customers: Ask the customer "How may I assist you?" Accompany and assist the customer along the entire path of travel between the vehicle and the first exterior door Guide customers who are blind or low vision (per customer's approval/request) Maneuver the customer's wheelchair (per customer's approval/request) Allow customers to hold the driver's arm for balance Carry a limited amount of packages for the customer It is important to note that the driver is not a personal care assistant and is not permitted to provide assistance beyond what is outlined in this guide. Customers are responsible for making arrangements for any additional assistance needed. Additionally, MetroAccess drivers are strictly prohibited from: Entering or unlocking the door to a customer's private residence at any time Assisting a customer using a wheelchair up or down steps or curbs Waiting with customers at their destination Handling a service animal Vehicle Wait Time and Customer No-Shows Upon arrival, drivers will announce themselves and wait one minute at the door for the customer. If the customer is not present for boarding within that time, the driver will return to the vehicle and request that the MetroAccess Call Center begin the No-Show Authorization Process. Call Center personnel will then verify that the driver is at the correct location and make a good faith effort to call the customer before authorizing the driver to proceed to the next destination. Drivers will be obligated to wait for the customer five minutes from their arrival at the pick-up location. If the customer can be reached and becomes available for boarding while the driver is still on site during this process, the driver will return to the door to assist the customer. Customers who are not ready for boarding upon the driver's arrival and are still not present at the end of the five-minute waiting period, will be considered a "No-Show" and will be subject to the terms and conditions of Metro's Late Cancellation and No-Show Policy. Non-Serviceable for Door-to-Door All MetroAccess rides will now be door-to-door unless the origin or destination is deemed non-serviceable for door-to-door service. If a driver is at a location that is non-serviceable for door-to-door service, then the driver must contact the Call Center and let the dispatcher know what is preventing them from providing door-to-door service. Dispatch will attempt to contact the customer, make them aware of the problem, and request they meet the vehicle at the curb. Packages Customers will only be permitted to travel with the number of packages that the driver can carry in a single trip between vehicle and door, and the combined weight of all packages must not exceed 40 pounds. Drivers must not attempt to carry packages while escorting the customer to and from the door. Drivers will be expected to see to the customer's safe arrival to and from the door separately from attending to packages. While on board the vehicle, packages must be stored in a location that does not interfere with safety features, clear path of travel within the vehicle or securement of other passengers. Who Will Provide and Who Will Receive Door-to-Door The obligation to provide door-to-door service applies equally to all service providers in the MetroAccess system, including taxis and other Metro service partners. It shall be assumed that all customers expect this level of service unless they indicate otherwise by being available for boarding at the curb. Customers Required to Show MetroAccess ID at All Times As part of our ongoing efforts to improve service, MetroAccess customers will be required to show their ID card 100% of the time beginning June 30, 2008. This will help drivers identify the customers they are assigned to pick up and limit any confusion. It will also protect MetroAccess customers by preventing misuse of the system. Here is what you need to know: You are required to present your MetroAccess ID card when you board all MetroAccess vehicles. Your MetroAccess ID card is issued to you for your use only and must remain in your possession. Your MetroAccess ID card is not transferable to others (you may not give or lend your MetroAccess ID card to anyone). Your MetroAccess ID card allows you to travel aboard MetroAccess vehicles along with one Personal Care Attendant (PCA) who may accompany you free of charge. You may travel free of charge on Metrobus and Metrorail. One companion may accompany you free of charge on Metrobus and Metrorail. Additional persons traveling with you are required to pay the standard fare. To take advantage of this benefit, present your MetroAccess ID card to the Metrobus operator or Metrorail station manager. If you lose your MetroAccess ID card or if it is stolen, report the loss immediately by calling 301-562-5360, (TTY) 301-588-7535 or toll free 1-800-523-7009. MetroAccess Drivers Get New IDs MetroAccess drivers will have redesigned identification cards to make it easier for you to recognize them. Drivers are required to be in uniform with their ID card visible at all times. If you ever have a doubt about your driver's identity, call MetroAccess at 301-562-5360 and select option 2 to speak with a dispatcher. Make a MetroAccess Ride Reservation Online Registered MetroAccess customers are now able to use the Internet to book or cancel trips. You can use your MetroAccess customer ID number to login. Your password is your eight-digit date of birth. For example, if your birthday is July 2, 1983, your password will be 07021983. From the convenience of a computer, visit wmata.com/metroaccess and choose either the standard site or the accessible web-booking site. Metrorail Farecards Now Accepted as Payment for MetroAccess Fare MetroAccess and its taxi providers now accept Metrorail farecards as a form of payment. In addition to cash or two tokens, customers can opt to pay the $2.50 MetroAccess fare with a paper farecard. Each farecard must have the exact value of $2.50. Sales offices at Metro Center, Metro headquarters and the Pentagon sell packages of five farecards, each with $2.50 in value, for $12.50. The cards are available at Metrobus garages, commuter stores and select retail outlets. Passengers also can use any fare vending machine in any Metrorail station to purchase a $2.50 farecard. Metro Board Members and Executives Participate in Disability Awareness Event Debbie Brown, who is blind, would like to hear more announcements on the train. Djuna Parmley Mitchell, who uses a wheelchair, praised Metro for being much more accessible than some other big city subway systems. And Chet Avery, who is blind, says some MetroAccess drivers picking up and dropping off passengers could receive better directions. Those were just some of the issues raised at the Forum on Accessible Transportation Options for People with Disabilities held at Metro's headquarters on November 28, 2007. "It's extremely important to see the system from the perspective of ALL our customers," said Metro General Manager John Catoe. "We've come a long way to make the system more accessible, but more needs to be done." About 75 people with disabilities, Metro Board members and top managers, representatives of the region's independent living centers, disability groups and local transit agencies participated in the event. A total of 14 Metro decision-makers - Board members, the general manager, and the top managers of Metrobus, Metrorail and MetroAccess - each traveled with a customer with a disability on buses, trains and MetroAccess vehicles from various locations in Maryland, northern Virginia and the District of Columbia. The teams traveled to Metro headquarters and attended a morning forum. "It really hit home," said Metro Board Chair Elizabeth Hewlett, who represents Maryland and traveled with Alan Vandendriessche, who is blind, on the Orange and Red lines. "It was important to hear and see what works right and where we need to improve. Many of the suggestions don't require a tremendous budget, such as more announcements, clean elevators and better training." An estimated 12,000 people with disabilities use Metrobus and rail on a regular basis. More than 18,200 use MetroAccess, the regional transit service for customers who cannot use Metrobus or Metrorail due to a disability. Vandendreissche said "it was like a dream come true" to be able to share his daily experiences with Metro decision-makers. "I rely a lot on the audio features. It would be nice if the audio was automated, louder, audible and in more than one language," said Vandendreissche. He also suggested audio capabilities at bus stops. Metro is developing a plan and recommendations to address issues raised at the forum. The transit agency's rail stations and buses have already been outfitted with several user-friendly features for people with disabilities such as information in Braille, elevators in all rail stations and low floor ramps on buses. Metro's Office of Americans with Disability Act (ADA) Programs also offers free one-on-one and group orientations to familiarize people with disabilities on how to use public transportation, among other services. Sign Up for a Free Metro System Orientation Have you ever tried taking Metro to get where you need to go? Metrobus, Metrorail and other regional transit providers offer accessible transportation that makes it easy to travel throughout the Washington metropolitan region. To help you get acquainted, Metro offers free orientations to teach people with disabilities how to ride Metrobus and Metrorail. This includes trip-planning assistance and highlights the accessibility and safety features of the Metro system. To arrange for a free Metro system orientation or for more information about bus and rail accessibility, contact Metro's Office of ADA Programs at 202-962-1100 or TTY 202-962-2033. MetroAccess Customers Ride Free on Metrobus and Metrorail All MetroAccess customers with a valid MetroAccess ID (and one companion) may ride for free on Metrorail, Metrobus and other regional transit providers. The benefit of using Metro and other transit systems is that you do not need to schedule rides in advance. This gives you the flexibility to come and go as you please. In addition to Metrorail and Metrobus, MetroAccess customers can ride for free on the DC Circulator, Montgomery County Ride On, City of Falls Church GEORGE bus, Fairfax Connector, City of Fairfax CUE Bus and Prince George's County TheBus. To take advantage of this benefit, show your MetroAccess ID card to the bus operator or Metrorail station manager. Metro is Accessible Train the Travel Trainers Workshop The 10th Metro is Accessible Train the Travel Trainers Workshop for service providers will take place on Tuesday, April 29. If you are a travel trainer or an orientation and mobility specialist who has not previously attended this training, please consider participating. If you have attended before, please spread the word to your colleagues. For more information, contact Rikki Epstein at repstein@wmata.com or 202-962-1125. Public Information Sessions MetroAccess will host three public information sessions about door-to-door service to help you get acquainted with the new procedures. Plan now to join us at one of the following sessions: Saturday, May 31, 2008, 1-3 p.m. First United Methodist Church of Hyattsville 6201 Belcrest Road Hyattsville, MD 20782 Take Metro to Prince George's Plaza station l Exit station using main exit Travel approximately 1 block northeast on Belcrest Road Saturday, June 7, 2008, 1-3 p.m. ECNV (ENDependence Center of Northern Virginia) 3100 Clarendon Boulevard Arlington, VA 22201 Take Metro to Clarendon l Exit station using main exit Travel a short distance south on N.Highland Street Saturday, June 14, 2008, 1-3 p.m. Metro Headquarters Jackson Graham Building 600 Fifth Street NW Washington, DC 20001 Take Metro to Gallery Pl-Chinatown lll Exit station using 7TH ST NW & F ST NW exit Travel approximately 2 blocks east on F Street NW These WMATA events are wheelchair accessible and feature American Sign Language interpretation. To request materials in an alternate format or additional accommodations, please call 202-962-1100 (FAX 202-962-2722) (TTY 202-962-2033) or email adap@wmata.com at least 15 days prior to the scheduled date of the meeting you wish to attend. Useful Numbers MetroAccess 301-562-5360 TTY 301-588-7535 Toll Free 800-523-7009 MetroAccess Complaints, Commendations, Comments 202-637-0128 TTY 202-962-2565 Customer information 202-637-7000 TTY 202-638-3780 MetroOpensDoors.com Schedules, timetables, parking information,ID cards and more Office of ADA Programs 202-962-1100 TTY 202-962-2033 Elevator outages and Metrorail service disruptions 202-962-1212 Elevator Outage Shuttle Requests 202-962-1825 TTY 202-638-3780 Transit Police (emergency) 202-962-2121 Reduced Fare ID Office 202-962-1558 TTY 202-962-2033 Some People Are Just Made For Helping Others We like to call those people MetroAccess drivers. If you know someone who has a talent for helping others, we'd like to talk to them about joining our team. For more information, call our MetroAccess Training Facility at 301-595-2581, extension 1000. Public Information Sessions about MetroAccess Door-to-Door Service 1-3 p.m. Saturday, May 31: First United Methodist Churchof Hyattsville Saturday, June 7: ECNV (ENDependence Center of Northern Virginia) Saturday, June 14: Metro Headquarters Elderly and Disabled MetroAccess Subcommittee 4-5 p.m. Monday, April 7 Monday, May 5 Monday, June 2 Elderly and Disabled Transportation Advisory Committee 5:30-7:30 p.m. Monday, April 7 Monday, May 5 Monday, June 2