City of Los Angeles Department of Transportation Office of Transit

Transcription

City of Los Angeles
Department of Transportation
Office of Transit Services
Limited English Proficiency Plan
July 25, 2012
City of Los Angeles
100 South Main Street
Los Angeles, California 90012
ladottransit.com
City of Los Angeles
Office of Transit Services
July 25, 2012
Table of Contents
Introduction
Federal Requirements
Plan Summary
LEP Four-Factor Analysis
Appendix
A. List of Los Angeles Organizations for Outreach Support
B. Title VI Policy-Armenian
Title VI Policy-Cambodian
C. Samples of Multilingual Publications
Car Cards-Spanish
2009 Line-by-Line Brochure-Chinese
2009 Short FAQ-Korean
2010 Rack Card-English & Spanish
2011 CE Fare Changes-English & Spanish
Rider Alert-Chinese & Korean
2011 Commuter Express Survey-Spanish
2011 Community DASH Survey-English & Korean
Multilingual TAP Informational Sticker
Page 1
Page 1
Page 2
Page 2
Page 16
Introduction
Los Angeles is the largest minority majority city in the United States. Over 70% of the
population of the city defines themselves as minorities1. The transit services of the
City of Los Angeles Department of Transportation (LADOT) therefore serve primarily
minority populations with many that have limited English language skills.
This fact was recognized by LADOT early in the development of its transit services
program and as its transit service programs expanded within the city, it did so with the
aid of onboard research that both defined rider demographics as well as identified the
characteristics of its services which were most important to riders. In the process,
LADOT was keenly aware of its responsibility to communicate to those with limited
English proficiency or LEP.
LADOT provides three types of transit services:
• Regional express bus services focused on employment centers;
• Downtown Los Angeles and neighborhood focused circulator bus services; and
• Voluntary paratransit services for seniors and those who are mobility
challenged.
These services evolved in response to community need and demand and resulted in
services that are very ‘niche’ to neighborhoods as well as work-related travel. In that
regard the transit services provided by LADOT have always been provided without
discrimination in the level and quality of those services. LADOT services supplement
as well as provide feeder services to those of the Los Angeles County Metropolitan
Transportation Authority, which provides ‘trunk line’ bus routes, bus rapid transit
service and mass transit rail lines throughout the city.
Federal Requirements
This Limited English Proficiency (LEP) Plan has been prepared to address the
responsibilities of the City of Los Angeles Department of Transportation-Transit
Services Bureau as a recipient of federal financial assistance.
This plan has been prepared in accordance with Title VI of the Civil Rights Act of
1964, 42 U.S.C. 2000d, et se, and its implementing regulations, which state that no
person shall be subjected to discrimination on the basis of race, color or national
origin.
Executive Order 13166, titled Improving Access to Services for Persons with Limited
English Proficiency, indicates that differing treatment based upon a person’s inability to
speak, read, write or understand English is a type of national origin discrimination. It
!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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!US Census Bureau, Census 2010 Estimates
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LADOT LEP Plan – July 25, 2012
directs each federal agency to publish guidance for its respective recipients clarifying
their obligation to ensure that such discrimination does not take place. This order
applies to all state and local agencies that receive federal funds including the LADOT,
which receives federal assistance through the U.S. Department of Transportation’s
(U.S. DOT) Federal Transit Administration (FTA).
LADOT has been committed and will continue to be committed to take every
required, responsible action to ensure that meaningful access to benefits, information
and services is provided to all persons with limited English proficiency in the
Department’s service area. Currently a significant portion of the ridership of LADOT
transit services are LEP persons and this plan will make certain that people defined in
this category will continue to understand transit information and have access to these
services.
Plan Summary
The City of Los Angeles Department of Transportation (LADOT) has developed this
Limited English Proficiency Plan to identify reasonable steps for providing language
assistance to persons with limited English proficiency or LEP who wish to access the
transportation services provided by LADOT. Executive Order 13166, defines LEP
persons as those who do not speak English as their primary language and have limited
ability to read, speak, write or understand English. LADOT has made consistent
efforts to identify LEP persons and to reach out to these groups as well as to
communicate with this population. This plan will build upon those previous efforts.
LEP Four Factor Analysis
LADOT utilized the U.S. DOT Four-Factor Framework to assess the needs of its
service area. The Framework considers the following:
1. The number or proportion of LEP persons in the service area who may be
served or are likely to encounter a LADOT program, activity or service.
2. The frequency with which LEP persons come in contact with LADOT
programs, activities or services.
3. The nature and importance of programs, activities or services provided by
LADOT to the LEP population.
4. The resources available to LADOT and overall cost to provide LEP assistance.
A summary of the results from the four‐factor analysis is in the following section.
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1. The number or proportion of LEP persons in the service area who may be
served or are likely to encounter a LADOT program, activity or service.
Data from the U.S. Census Bureau’s 2000 Census and the Census Bureau’s 2010
American Community Survey (ACS) was used to analyze and identify the number of
LEP persons within the LADOT Service Area. This was the most up to date
information available according to the US Census Bureau2. LADOT identified its
census tracts by zip codes within its service area. The total population and total LEP
population of LADOT’s service area was estimated by adding the populations of each
census tract.
The ACS data reflects the number of non-English speaking persons within two
classifications 1) people who speak English “very well” and 2) people who speak
English “less than ‘very well’”. The LADOT Service Area is comprised of a
population where 30.2% speaks English less than “very well”.
Table 1 – Ability to Speak English
English Speaking Proficiency
Classification
Population 5 years and older
Speak a language other than English
Speaks English "very well"
Speaks English less than "very well"
Source: U.S. Census Bureau, Census 2000
LADOT Service Area
Estimated Population
Percent of Population
3,730,784
100.0%
2,014,073
54%
887,133
23.8%
1,126,940
30.2%
Table 2 shows 2010 ACS data for languages spoken at home by ability to speak
English for all persons, aged five years old and older, within the entire Los Angeles
County. The majority of the total population (57.2%) speaks a language other than
English.
The prevalent languages with the highest numbers of people who speak English less
than “very well” are Spanish with 1,723,656 people, Korean with 120,601 people,
Chinese with 204,625 people, Armenian with 86,491 people, Tagalog with 68,981
people, Vietnamese with 51,007 people, Persian with 30,158 people, Japanese with
24,545 people, Russian with 29,057 people, Mon-Khmer, Cambodian with 15,778
people, Arabic with 15,909 people and Thai with 15,208 people.
!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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!In discussions with the US Census Bureau, LADOT was notified that the 2010
Census data by zip codes was not yet ready for use and that the earliest availability of
this data would be late 2012.
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Table 2 – Language Spoken at Home by Ability to Speak English
Los Angeles County, California
Population 5 years and over
Speak only English
Speak a language other than English
Spanish or Spanish Creole:
Speak English "very well"
Speak English less than "very well"
French (incl. Patois, Cajun):
French Creole:
Italian:
Portuguese or Portuguese Creole:
German:
Yiddish:
Scandinavian languages:
Greek:
Russian:
Polish:
Serbo-Croatian:
Armenian:
Persian:
Gujarati:
Hindi:
Estimate
9,185,577
3,928,403
5,257,174
3,663,880
1,940,224
1,723,656
33,895
28,905
4,990
2,743
2,403
340
14,295
11,133
3,162
14,209
10,452
3,757
24,862
21,808
3,054
1,398
1,035
363
5,449
5,137
312
7,233
5,381
1,852
51,734
22,677
29,057
4,395
3,175
1,220
7,707
5,967
1,740
163,519
77,028
86,491
66,687
36,529
30,158
8,178
4,758
3,420
23,297
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Margin of Error
+/-26,339
+/-19,806
+/-24,054
+/-22,493
+/-3,983
+/-3,859
+/-1,077
+/-1,217
+/-1,140
+/-288
+/-2,110
+/-1,936
+/-866
+/-2,679
+/-2,373
+/-1,337
+/-3,042
+/-2,859
+/-1,132
+/-615
+/-511
+/-286
+/-1,532
+/-1,464
+/-281
+/-1,835
+/-1,522
+/-739
+/-6,817
+/-4,011
+/-4,412
+/-1,175
+/-934
+/-506
+/-2,072
+/-2,045
+/-666
+/-9,538
+/-7,237
+/-6,094
+/-6,280
+/-4,544
+/-3,752
+/-2,049
+/-1,212
+/-1,193
+/-5,082
Urdu:
Chinese:
Japanese:
Korean:
Mon-Khmer, Cambodian:
Hmong:
Thai:
Laotian:
Vietnamese:
Tagalog:
Navajo:
Hungarian:
Arabic:
Hebrew:
African languages:
16,799
6,498
7,832
6,176
1,656
346,067
141,442
204,625
53,084
28,539
24,545
190,256
69,655
120,601
29,058
13,280
15,778
542
245
297
25,313
10,105
15,208
2,975
1,972
1,003
87,926
36,919
51,007
218,213
149,232
68,981
217
171
46
4,866
3,099
1,767
43,366
27,457
15,909
27,454
21,865
5,589
23,419
17,354
6,065
+/-3,957
+/-2,892
+/-1,968
+/-1,519
+/-673
+/-10,872
+/-6,101
+/-8,481
+/-6,082
+/-3,473
+/-3,776
+/-11,132
+/-5,528
+/-8,370
+/-4,673
+/-2,743
+/-2,595
+/-537
+/-304
+/-271
+/-4,318
+/-2,408
+/-3,097
+/-1,556
+/-1,310
+/-558
+/-8,967
+/-5,023
+/-5,570
+/-12,152
+/-9,109
+/-6,503
+/-212
+/-161
+/-74
+/-1,285
+/-1,006
+/-659
+/-6,865
+/-5,513
+/-2,667
+/-4,097
+/-3,801
+/-1,773
+/-4,726
+/-4,160
+/-2,017
Source: U.S. Census Bureau, 2010 American Community Survey
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The following maps detail the percentages of LEP population by LADOT Commuter Express or DASH route. The
most prevalent languages spoken in each service area are listed in the map legend.
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9
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10
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11
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LADOT conducts onboard surveys every year to identify ridership
demographics as well as to identify those service characteristics that are most
important to retaining the loyalty of existing riders. LADOT has executed
these surveys since 1992.
The following charts depict the demographic findings/results from the last
onboard survey completed by LADOT in 2011.
Table 3 – LADOT-DASH Onboard Surveys Demographic Findings 2011
Beachwood
Canyon
Boyle Hts/
East LA
Chesterfield
Square
Crenshaw
African American
Asian
Caucasian
Latino
Other
3%
5%
40%
43%
9%
Highland Park
0%!
0%!
17%
1%
1%
78%
3%
Hollywood/
Wilshire
64%
1%
1%
26%
8%
King-East
African American
Asian
Caucasian
Latino
Other
17%
3%
4%
69%
7%
Lincoln Hts/
Chinatown
4%
7%
17%
64%
8%
Los Feliz
6%
12%
14%
57%
11%
Midtown
10%
0%!
51%
0%!
2%
84%
4%
Northridge
1%
38%
10%
Panorama City/
Van Nuys
African American
Asian
Caucasian
Latino
Other
4%
25%
4%
58%
9%
Pico Union/
Echo Park
4%
16%
20%
54%
6%
Pueblo del
Rio
41%
0%
1%
54%
4%
San Pedro
7%
5%
7%
74%
7%
Southeast
5%
3%
4%
83%
5%
Van Nuys/
Studio City
African American
Asian
Caucasian
Latino
Other
6%
0%!
18%
0%!
4%
81%
6%
Vermont/
Main
30%
1%
0%
65%
4%
1%
77%
3%
Watts
20%
3%
15%
57%
5%
Wilmington
41%
0%
1%
54%
4%
3%
1%
3%
89%
4%
27%
0%
4%
66%
3%
Wilshire Ctr/
Koreatown
2%
18%
3%
73%
4%
8%
4%
18%
62%
8%
Observatory
Shuttle
7%
3%
24%
41%
25%
African American
Asian
Caucasian
Latino
Other
0%
97%
3%
Hollywood
13
El Sereno/
City Terrace
2%
0%
3%
91%
4%
Leimert/
Slauson
Fairfax
14%
12%
27%
25%
22%
Table 4 – LADOT-CE Onboard Surveys Demographic Findings 2011
Route
142
Route
409
Route
419
Route
422
Route
423
Route
431
Route
437
African American
25%
4%
5%
7%
4%
9%
15%
Asian
6%
35%
31%
5%
30%
33%
23%
Caucasian
17%
39%
40%
6%
51%
44%
46%
Latino
50%
16%
18%
80%
10%
7%
13%
Native American
2%
1%
0%
1%
1%
0%
0%
5%
Route
448
6%
Route
534
1%
Route
549
4%
Route
573
7%
Route
574
3%
Other
1%
Route
438
African American
10%
11%
22%
16%
8%
11%
Asian
20%
32%
24%
22%
26%
23%
Caucasian
57%
38%
19%
32%
39%
42%
Latino
15%
0%!
25%
26%
24%
20%
Native American
10%
0%!
3%
2%
0%
2%
Other
3%
4%
7%
2%
3%
2%
2. The frequency with which LEP persons come in contact with LADOT
programs, activities or services.
LADOT serves a significant number of LEP persons daily via its Commuter
Express, DASH and Cityride services. LADOT contracts for the provision of
all of its transportation services and the private service contractors hire from
the local labor pools that are predominately ethnic minorities, many of who
speak multiple languages.
LADOT has made a sincere effort to reach out to the many LEP persons served
by the city’s transit service programs through grass roots outreach efforts,
advertising in ethnic language newspapers, distributing route and schedule
information and in daily communications- all in the multiple languages spoken
by the LADOT service area. Those languages have included:
Spanish, Chinese, Japanese
Korean, Tagalog, Vietnamese
Thai, Armenian, Russian and Cambodian
Samples of some of the outreach materials are included in the appendix to this
plan.
LADOT maintains a Customer Service Call Center through the LADOT
Customer Service Center. Each of the Customer Service Representatives at
the LADOT
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Transit Store speaks both English and Spanish. The Transit Store handles
more than 50,000 requests for information annually, of which 9,400 or 18.8%
are Spanish-language requests for information.
The LADOT Customer Service Center has a considerable amount of ‘walk-in’
traffic that includes persons with limited English proficiency. As all store
personnel are bilingual (five speak Spanish and one speaks Tagalog) the
store is able to respond to the needs of the majority of LEP persons who
come into the store. There are Chinese and Korean LEP persons who come
into the store but an English-speaking representative usually accompanies
them. In the future The Transit Store will make accommodations through
translation services to meet the needs of Chinese and Korean-speaking LEP
persons.
LADOT maintains a website, ladottransit.com, that offers travel planning as
well as route and schedule information that can be translated into more than 50
languages.
Community outreach efforts are a regular part of LADOT Planning and
Marketing activities. When LADOT completed a Line-By-Line evaluation of
each of its transit services, multiple community meetings were held. At those
community meetings recommendations for fare increases, service adjustments
and reductions were presented at these venues:
West Los Angeles
Henry Medina Parking Enforcement
Facility
11214 West Exposition Boulevard
San Fernando Valley
Marvin Braude Constituent Service
Center
6262 Van Nuys Boulevard
Van Nuys, California 91401
South Los Angeles
South Los Angeles Activity Center
7020 South Figueroa Street
Harbor Cabrillo Marina Community
Center
224 Whalers Walk
San Pedro, California 90731
Central Los Angeles
Caltrans Community Center
100 South Main Street
East Los Angeles
Ramona Hall Community Center
4580 North Figueroa Street
At each of the meetings, interpreters were available to present the information
in the prevalent languages of each community. In addition, if requested, sign
language interpreters were also available.
15
In 2011, LADOT entered into a relationship with the Los Angeles Unified
School District (LAUSD) to assist the school system with student
transportation resulting from LAUSD’s cutbacks in transportation services.
More than 22 individual schools in the LAUSD system requested information
or presentations from LADOT. To date LADOT is working with school
administrators, faculty and parents at the King Drew and Hawaiian Schools
where most presentations are done in Spanish.
LADOT has developed a working relationship with Centro Latino Literacy, an
advocacy group for Spanish speaking immigrants who do not speak English.
LADOT also communicates via email to dozens of community-based
organizations on a regular basis regarding service and fare changes. A list of
these organizations can be found in Appendix A to this plan.
3.The nature and importance of programs, activities or services provided
by LADOT to the LEP population.
A large portion of the riders of LADOT services, especially Community DASH
services, are transit dependent. The importance of LADOT services are
corroborated through the Onboard Research that LADOT executes on a
regular basis. Community DASH, as well as Downtown DASH services
provide work related transportation in addition to medical, shopping and
school trips.
Trip Purpose 2011 – DASH Downtown
DASH Downtown
Work
Shopping
School
Lunch/Social
Personal Business
Medical
Other/Multiple
Rt. A
56%
5%
12%
12%
12%
5%
3%
Rt. B
51%
9%
2%
17%
8%
3%
10%
Rt. D
65%
6%
6%
7%
8%
6%
2%
16
Rt. E
65%
12%
5%
1%
8%
5%
3%
Rt. F
49%
5%
22%
7%
9%
3%
5%
Trip Purpose 2011 – Community DASH Routes
Community DASH
Routes
Work
Shopping
School
Lunch/Social
Personal Business
Medical
Other/Multiple
Work
Shopping
School
Lunch/Social
Personal Business
Medical
Other/Multiple
Work
Shopping
School
Lunch/Social
Personal Business
Medical
Other/Multiple
Work
Shopping
School
Lunch/Social
Personal Business
Medical
Other/Multiple
Work
Shopping
School
Lunch/Social
Personal Business
Medical
Other/Multiple
Beachwood
Canyon
Boyle Hts/
East LA
Chesterfield
Square
Crenshaw
El Sereno/
City Terrace
Fairfax
68%
6%
8%
3%
11%
0%
4%
31%
9%
36%
1%
4%
14%
5%
35%
15%
25%
6%
6%
10%
3%
28%
12%
25%
5%
13%
7%
10%
27%
8%
42%
4%
6%
8%
5%
40%
13%
21%
6%
7%
8%
5%
Highland Park
Hollywood
Hollywood/
Wilshire
King-East
Leimert/
Slauson
29%
11%
30%
5%
7%
7%
11%
39%
11%
26%
4%
7%
7%
6%
48%
5%
12%
7%
10%
10%
8%
28%
7%
34%
10%
4%
13%
4%
22%
10%
30%
3%
15%
7%
13%
Lincoln Hts/
Chinatown
Los Feliz
Midtown
Northridge
Panorama City/
Van Nuys
27%
6%
39%
7%
4%
10%
7%
53%
10%
9%
4%
10%
12%
2%
28%
19%
19%
2%
15%
7%
10%
40%
10%
30%
3%
4%
4%
9%
30%
15%
23%
4%
8%
9%
10%
Pico Union/
Echo Park
Pueblo del
Rio
San Pedro
Southeast
Van Nuys/
Studio City
35%
8%
33%
4%
7%
9%
4%
42%
9%
29%
1%
6%
8%
2%
33%
14%
29%
5%
5%
5%
9%
24%
19%
23%
6%
13%
11%
4%
49%
9%
16%
6%
8%
5%
7%
Vermont/
Main
Watts
Wilmington
Wilshire Ctr/
Koreatown
Observatory
Shuttle
24%
16%
37%
3%
7%
8%
5%
23%
9%
32%
6%
11%
9%
10%
16%
16%
36%
4%
7%
13%
8%
34%
11%
32%
2%
6%
8%
7%
23%
4%
8%
35%
8%
4%
18%
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Commuter Express services are operated in many areas where the Los Angeles
County Metropolitan Transportation Authority had abandoned service due to
low ridership. Unfortunately, some LEP persons were left with few other
transportation alternatives. Of particular note is LADOT's Commuter Express
Route 422, which carries a large number of LEP riders from inner city
residences to jobs in suburban areas.
Trip Purpose 2011 – Commuter Express Routes
Commuter Express
Work
Shopping
School
Lunch/Social
Personal Business
Medical
Other/Multiple
Work
Shopping
School
Lunch/Social
Personal Business
Medical
Other/Multiple
Rt. 142
39%
1%
15%
6%
24%
5%
10%
Rt. 438
99%
0%
1%
0%
0%
0%
0%
Rt. 409
99%
0%
1%
0%
0%
0%
0%
Rt. 448
98%
2%
0%
0%
0%
0%
0%
Rt. 419
96%
0%
3%
0%
0%
1%
0%
Rt. 534
96%
0%
1%
0%
1%
1%
1%
Rt. 422
96%
1%
2%
0%
1%
0%
0%
Rt. 549
90%
0%
8%
1%
0%
1%
0%
Rt. 423
97%
0%
2%
0%
1%
0%
0%
Rt. 573
92%
0%
7%
0%
1%
0%
0%
Rt. 431
94%
3%
0%
3%
0%
0%
0%
Rt. 574
98%
0%
2%
0%
0%
0%
0%
Rt. 437
93%
2%
3%
0%
2%
0%
0%
LADOT’s Cityride program is one of the largest voluntary paratransit programs
in the United States. This program provides essential dial a ride, taxi and bus
passes to seniors and those who are mobility challenged. While not an
Americans with Disabilities Act compliant service, Cityride provides services
that are important to the mobility of many City of Los Angeles residents who
live in areas with high LEP populations.
4. The resources available to LADOT and overall cost to provide LEP
assistance.
LADOT has not directly assessed the resources it allocates to LEP assistance,
however, based upon the large number of LEP persons in the Department’s
service area and the dominance of its services in areas with large LEP
populations, LADOT already allocates a significant portion of its resources to
LEP populations. LADOT has estimated its annual expenditures below.
18
LADOT’s estimated average annual expenditures for communicating to LEP
persons is as follows:
1. Transit Store Operation-Bilingual customer service agents: $425,000
2. Translation Services: $5,715.04
3. Production and Printing of Multilingual Information: $164,250 in
production costs and $250,000 in printing costs
4. Outreach Efforts: $55,000
5. Multilingual Advertising: $5,000
In addition to transit services, LADOT Customer Service operations provide
multilingual services to LEP populations- currently by phone, online, by mail
and through in-person contacts. LADOT already develops collateral materials,
such as Rider Alerts, in languages tailored to the population of each route’s
catchment area. For example, the recent addition of the TAP Smart Card
System to LADOT service resulted in Rider Alerts prepared in English,
Spanish, Chinese and Korean.
There are five tasks that make up LADOT’s LEP Plan:
1. Identifying LEP Persons Who Require Language Assistance
2. Language Assistance Measures
3. Training of LADOT and Service Contractor Staffs
4. Providing Notice to LEP Persons
5. Disseminating, Monitoring and Updating the LEP Plan
1. Identifying LEP persons who require language assistance
LADOT will identify LEP persons who need language assistance by the
following means:
• The LADOT Customer Service Center will maintain records of
those seeking assistance in languages other than English and
Spanish, which is currently provided. LADOT will contact these
individuals to determine if they need further information.
• When LADOT makes a presentation, holds an outreach meeting or
attends a rideshare fair, the staff person attending the meeting will
engage attendees in conversation to informally gauge each attendee’s
ability to speak and understand English.
• LADOT will have U.S. Census Bureau Language Identification Flashcards
available at all meetings, events and outreach sessions. LEP Persons
who identify a language outside of English and Spanish may be
accommodated based upon the feasibility of providing written
19
•
•
•
translation service and/or oral interpretation assistance. LADOT will
collect these cards and determine what additional language needs
require accommodation at future meetings.
LADOT will place Language Identification Flashcards on all of its transit
fleet to assist coach operators and street supervisors in identifying the
language needs of passengers. When bus drivers encounter riders with
limited English proficiency, the operators will be instructed as part of
their ongoing training to obtain contact information from the rider for
LADOT. LADOT will then contact these riders to determine whether
they need further information.
LADOT will also make Language Identification Flashcards available to the
public through its website, so that LEP persons contacting LADOT
online can communicate their primary language to staff members.
LADOT staff can then use that information to provide language
assistance to the LEP person.
LADOT has identified Community and Faith-Based Organizations,
Chambers of Commerce, as well as Multi-Purpose Centers to support its
outreach efforts to LEP persons. The full list of these resources is
contained in the appendix of this LEP Plan. LADOT will contact each
of these organizations and develop LEP outreach efforts.
2. Language Assistance Measures
LADOT currently provides language assistance through oral, written and
online methods. In addition to the language assistance provided by LADOT
there are multiple ways for persons with limited English proficiency to obtain
transit information from other sources and LADOT has access to these.
LADOT wishes to continually expand its language assistance capabilities and
will do so by the following means:
• LADOT will continue to expand its outreach efforts with the
collaboration of community-based organizations and social service
agencies to provide transit information to LEP persons. In addition to
the current activities with Latino Literacy and LAUSD, LADOT will
identify other groups through which to provide information to
individuals with limited English proficiency.
• LADOT will continue to provide Spanish language interpretation at
all outreach events. When outreach events are held in communities
with other language needs, LADOT will make the necessary
accommodations with the assistance of community-based
organizations, social service agencies and the offices of the Los
Angeles City Council.
20
•
•
•
•
•
•
LADOT will continue to place notices in its outreach materials, on its
website and on buses stating that interpreter services may be made
available for meetings with a reasonable ten day notice.
LADOT will survey its service contractors on an annual basis to
determine the experiences of their front line personnel concerning
contacts or requests from LEP riders.
LADOT will provide Language Identification Flashcards at the Transit
Store, on all vehicles in the fleet, at the LADOT Transit Bureau
Office, on its website and each street supervisor will carry a supply.
The LADOT Title VI Policy is already posted on the LADOT website,
in schedule brochures and a Title VI message is posted in every
vehicle in the fleet. The website also provides downloadable claim
forms in ten languages other than English. LADOT will continue to
identify methods to communicate its Title VI Policy to the public.
Once approved, this LEP Plan will be posted on the LADOT website.
LADOT will encourage its private service contractors to recruit bus
drivers and other service personnel who speak the top ten nonEnglish languages identified in this LEP Plan. LADOT will provide
assistance to the service providers in the identification of the language
requirements of LEP persons and where these persons are
congregated in the LADOT service area.
LADOT will also utilize the LEP Plan to determine supplemental
language requirements to be used in the promotion of its transit
services.
3. Training of LADOT and Service Contractor Staffs
LADOT is unique in that the Department contracts for the provision of all of
its transit services as well as its primary customer service functions at the
LADOT Customer Service Center. These personnel have the most
immediate and frequent contact with LEP persons and are the
gateway to providing meaningful access to LADOT services for these LEP
persons. The Department will implement the following training activities:
•
•
•
Develop and have the service contractors implement a curriculum
that deals with Title VI/LEP requirements and how personnel should
address the needs of LEP persons.
Ensure that all contractor service and all LADOT Transit Bureau
personnel have a description as well as a good understanding of
LADOT’s LEP Plan and the language assistance services available.
Provide contractor personnel with specific procedures to be followed
and tools/resources to use when encountering an LEP. These
21
•
•
procedures and a list of tools/resources will be permanently displayed
in Bus Driver Rooms.
Instruct all contractor service personnel on the use of Language
Identification Flashcards as well as how to route these cards to LADOT
for processing.
LADOT will monitor the effectiveness and efficiency of all training
activities on an annual basis.
4. Providing Notice to LEP Persons
LADOT already accommodates many of the needs of LEP persons through its
customer service function, through collateral materials printed in multiple
languages and online through an online translation feature. LADOT will
continue to evaluate the effectiveness of these means of notification as well as
to explore these additional methods for notification:
•
•
•
•
•
•
The existing Transit Store Interactive Voice Response System or IVR
currently provides caller prompts in English and Spanish. LADOT will
evaluate the utility of adding other languages based upon demand and
cost.
LADOT currently provides printed information in Spanish and English
and when necessary in multiple other languages. LADOT will continue
to monitor the needs of LEP persons to determine if these offerings
should be expanded to include other languages. LADOT will utilize the
maps contained in this plan for the purpose of determining language
needs in its service area.
LADOT will continue to utilize the services of a professional translation
services to ensure that vital documentation is provided in required
languages so as to make certain that LEP persons have access to the
Department’s services.
LADOT recently updated its Fare Policy Table on its printed schedules
and on its website to reflect the inclusion of Medicare cards as an
eligibility category for discounted fares and the Department will continue
to do so in the future.
LADOT will continue to provide information in multiple languages
regarding its non-discrimination policies, especially Title VI, as well as
information regarding the process to file a formal compliant on every
vehicle in the fleet and on the ladottransit.com website. This information
will also be made available at the Transit Store and at every outreach
meeting.
When appropriate, LADOT will place a tagline in printed materials and
at public meetings and outreach sessions that it will make reasonable
accommodations to translate materials into requested languages.
22
5. Disseminating, Monitoring and Updating the LEP Plan
LADOT will disseminate this LADOT LEP Plan to riders, community based
organizations, social service agencies and to the general public to ensure that
LEP persons understand how and where they can access information about the
Department’s transit service programs. LADOT wishes to determine the
effectiveness of its LEP Plan and to regularly update the plan to better meet the
needs of people with limited English proficiency. To achieve these ends,
LADOT will take the following measures:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
The LEP Plan will be posted on the ladottransit.com website in a PDF
format to allow for easy access to the document for reading or printing.
LADOT will publicize the availability of the LEP Plan on buses and on
the website.
The LEP Plan will be emailed to community-based organizations, social
service agencies and other advocacy groups and interests.
LADOT will send copies of the plan upon request to any individual or
group.
LEP individuals may request and will receive a copy of the LEP Plan in
any one of the top ten languages spoken in the LADOT service area,
LADOT will update this plan and all its elements when the 2010 Census
data is made available.
LADOT will monitor for the purpose of recording and reporting the
number of LEP persons encountered on an annual basis onboard buses
via flash card receipts, at meetings, through contacts at the Transit Store
and through the Department’s ongoing outreach efforts.
LADOT will determine how the needs of LEP persons have been met by
contacting a representative sample of this population each year.
LADOT will update the current LEP population numbers based upon
the Census 2010 data but also when higher concentrations of LEP
persons become present in the Department’s service area.
The effectiveness of local language programs will be assessed to
determine if they met the requirements of LEP persons.
LADOT will determine if its service contractors are fully complying with
the requirement of the LEP Plan and will incorporate language into
future Requests for Proposals and contracts.
LADOT will utilize its complaint system to determine if the Department
has received complaints about its responsiveness to LEP needs.
LADOT will include more detailed questions relative to the needs of
LEP persons in all future onboard surveys.
LADOT will determine on an annul basis if the Department’s financial
resources are sufficient to fund the language assistance services required
by LEP persons in its service area.
23
Questions or comments regarding the LADOT LEP Plan should be
submitted to:
Susan Bok, Title VI Liaison
City of Los Angeles Department of Transportation (LADOT)
100 South Main Street, Floor 10
Phone 213 928 9870
Email susan.bok@lacity.org
24
Los Angeles Organizations for Outreach Support
Civic and Faith-Based Organizations
African American Unity Center
944 West 53rd St
Los Angeles, CA 90037
323-789-7300
Center for the Pacific Asian Family
544 N. Fairfax Ave, Suite 108
323-653-4045
Central City East Association
725 Crocker St
213-228-8484
Chinatown Service Center
767 N. Hill St, Suite 400
213-808-1700
Coalition for Humane Immigrant Rights of
Los Angeles
2533 West 3rd St
213-353-1333
Community Family Center
19100 Parthenia St
Northridge, CA 91324
818-882-2782
Concerned Citizens for South Central Los
Angeles (CCSCLA)
4707 South Central Ave
323-846-2500
Croatian Cultural Center of LA
510 West 7th St
San Pedro, CA 90731
310-833-0103
Emergency Networks of LA
501 Shatto, #110
213-629-1974
FAME
1968 West Adams Blvd
323-730-7700
Families in New Directions
3756 Santa Rosalia Dr, #213
323-293-2646
Islamic Center of So. California in LA
434 S. Vermont Ave
213-382-9200
Jewish Family Services
6505 Wilshire Blvd, Suite 500
213-389-6755
Korean American Family Service Center
3727 West 6th St, Suite 320
213-389-6755
Korean American Federation of Los Angeles
981 S. Western Ave, Suite 401
213-389-6755
Korean Cultural Center
5055 Wilshire Blvd
323-936-7141
Korean Youth & Community Center
3727 West 6th St, Suite 300
213-365-7400
LA Urban League
3450 Mount Vernon
323-299-9660
LA Works, Inc
570 W. Ave 26, Suite 400
323-224-6510
Little Tokyo Koban & Visitor’s Center
307 E. 1st St
213-613-1911
Little Tokyo Service Center
231 E. Third St., G-106
213-473-3030
National Association for Hispanic Elderly
1450 W Temple St, Suite 100
213-202-5900
LADOT LEP Plan – Appendix A
Civic and Faith-Based Organizations cont.
ONE Generation Senior Enrichment Center
18500 Victory Blvd
Reseda, CA 91335
818-705-2345
Operation HOPE
707 Wilshire Blvd, Suite 3030
213-891-2900
Sunrise Community Counseling Center
537 So. Alvarado St
213-207-2770
Thai Community Development Center
6376 Yucca St, Suite #B
323-468-2555
Chambers of Commerce
American Indian Chamber of Commerce
555 W. 5th St
213-996-8457
Boyle Heights Chamber of Commerce
5269 E. Beverly Blvd
323-888-2685
Chinese Chamber of Commerce
977 N. Broadway, #E
213-617-0396
Century City Chamber of Commerce
2029 Century Park E.
310-553-2222
Crenshaw Chamber of Commerce
3860 Crenshaw Blvd
323-293-2900
Eagle Rock Chamber of Commerce
PO Box 41354
Eagle Rock, CA 90041
323-257-2197
East LA Chamber of Commerce
4716 E. Cesar Chavez Ave
323-265-2005
Traveler’s Aid
566 S. San Pedro
213-468-2500
Watts/Century Latino Organization
10360 Wilmington Avenue
323-564-9140
WLCAC
10950 S. Central Ave.
Watts, CA 90059
323-563-5639
Echo Park Chamber of Commerce
PO Box 26282
213-630-3032
Encino Chamber of Commerce
4933 Balboa Blvd
Encino, CA
818-789-4711
Historic Filipinotown Chamber of Commerce
2001 W. Beverly Blvd
Los Angeles, CA
Hollywood Chamber of Commerce
7018 Hollywood Blvd
Hollywood, CA 90028
323-469-2605
Japanese Chamber of Commerce
244 San Pedro St
213-626-3067
Korean Chamber of Commerce
3435 Wilshire Blvd., #2450
213-480-1115
Korean-American Chamber of Commerce
540 E. Jefferson Blvd
562-426-2070
Chambers of Commerce cont.
LA Metro Hispanic Chambers of Commerce
North Valley Chamber of Commerce
3435 Wilshire Blvd., #2700
9401 Reseda Blvd, #100
213-739-7016
818-349-5676
Lincoln Heights Chamber of Commerce
San Pedro Chamber of Commerce
2716 North Broadway
390 W. 7th St
San Pedro, CA 90731
323-221-6571
310-832-7272
Los Angeles Chamber of Commerce
Studio City Chamber of Commerce
350 South Bixel St
4024 Radford Ave, Ed 2, Suite F
Studio City, CA 91604
213-580-7500
818-655-5916
North Valley Chamber of Commerce
Wilmington Chamber of Commerce
9401 Reseda Blvd, #100
544 North Avalon Blvd
Wilmington, CA 90744
818-349-5676
310-834-8586
Multi-Purpose Centers
Area of Service by Zip Code
Cityride Area 1
Bernardi MPC
Serves: 91040
6514 Sylmar Ave
Van Nuys, CA 91401
818-997-8941
East Valley MPC
Serves: 91601
5000 Colfax Ave
North Hollywood, CA 91601
818-766-5165
Northeast Valley MPC
Serves: 91402
11300 Glenoaks Blvd
Pacoima, CA 91331
818-834-6100
Robert M. Wilkinson MPC
Serves: 91305, 91306, 91311, 91324
8956 Vanalden Ave
818-756-7741
Valley Senior Services & Resource Center
Serves: 91303, 91304, 91306, 91307, 91316
18255 Victory Blvd
Reseda, CA 91335
818-705-2345
Cityride Area 2
Felicia Mahood MPC
Serves: 90024, 90025, 90034, 90035, 90048,
11338 Santa Monica Blvd
90278, 90291, 90292, 90402, 90405
310-231-0369
90049, 90066, 90073, 90077, 90232,
Freda Mohr MPC
Serves: 90010, 90019, 90020, 90024, 90034,
330 N. Fairfax Ave
90035, 90036, 90046, 90048, 90049, 90064,
90067, 90069, 90077, 90210
323-937-5900
Multi-Purpose Centers
People Coordinated Services MPC
5133 S. Crenshaw Blvd
323-294-5226
Hollywood MPC
1360 N. St Andrews Place
323-957-3900
International Institute of LA
435 S. Boyle Ave
323-264-6210
Single Room Occupancy Hotel Corp
517 S. San Julian St
213-229-9672
St Barnabas MPC
675 S. Carondelet St
310-388-4444
Area of Service by Zip Code
Cityride Area 2 cont.
Serves: 90008, 90016, 90018, 90043, 90045,
90047, 90066, 90094, 90230, 90245, 90247,
90293
Serves: 90004, 90026, 90027, 90028, 90029,
90036, 90038, 90039, 90068
Serves: 90023, 90030, 90031, 90032, 90033,
90041, 90042, 90063, 90065
Serves: 90013, 90021
Serves: 90004, 90005, 90006, 90010, 90012,
90013, 90014, 90015, 90017, 90020, 90026,
90039, 90057, 90071
Cityride Area 3
Delta Sigma Theta Life Development Inc
Serves: 90006, 90016, 90018, 90088
2528 West Blvd
323-735-5799
90049, 90066, 90073, 90077, 90232,
Bradley MPC
Serves: 90001, 90002, 90003, 90044, 90047,
10957 S. Central Ave
90059, 90061, 90248
323-563-5639
Teresa Lindsay MPC
Serves: 90007, 90011, 90012, 90013, 90014,
429 E. 42nd Place
90021, 90037, 90044, 90058, 90062
323-846-1920
Wilmington Jaycees Foundation Inc
Serves: 90247, 90248, 90501, 90502, 90710,
1371 N. Eubank Ave
90717, 90731, 90732, 90744, 90810
Wilmington, CA 90744
310-518-4533
Title VI-Armenian
!
LADOT LEP Plan – Appendix B
Title VI-Cambodian
!
LADOT LEP Plan – Appendix B
Car Cards-Spanish
!
LADOT LEP Plan – Appendix C
2009 Line-by-Line Brochure-Chinese
!
2009 Short FAQ-Korean
!
2010 Rack Card-English & Spanish
!
2011 CE Fare Changes-English & Spanish
!
Rider Alert-Chinese
!
Rider Alert-Korean
!
2011 Commuter Express Survey-Spanish
!
2011 Community DASH Survey-English & Korean
!
Multilingual TAP Informational Sticker
!

City of Los Angeles Department of Transportation Office of Transit

Transcription

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