Key Takeaway: Accessible Services conducts training for Muni operators, supervisors, station agents and proof of payment personnel to ensure staff are equipped to address riders respectfully and assist them meaningfully. Customer feedback can help the agency to focus on areas where further training is needed or emerging issues that have not yet been addressed in training.
The SFMTA is fortunate to have a dedicated staff that places the accessibility of the system at the center of the decision-making process. Operators, Station Agents, Street Supervisors, Fare Inspectors, Parking Control Officers and their supervisors all work together to ensure that our services are open and accessible to all.
Accessibility is prioritized throughout the agency, and it’s important to acknowledge the efforts of Maintenance Technicians, Planners, Engineers and all SFMTA staff members put into making sure that our services are accessible. It takes staff in each job thinking and acting based on the needs of the end users. When we anticipate and meet the needs of seniors and persons with disabilities, we often improve the system for all.
Training plays a huge role in ensuring accessibility and Accessible Services partners with several divisions within the agency to ensure that training is available to any staff member. Accessibility trainings are conducted with the following departments:
- Transit Operations staff.
- Fare Inspectors.
- Engineers, Planners.
- Hearing Officers.
- Communications Staff.
Topics include ADA Requirements, Customer Service, SFMTA Policies and Procedures, Technical Assistance, and other items as needed.
All Muni Transit Fare Inspectors are required to complete an extensive onboarding process that includes two weeks of classroom training and two months of field training. During this time, prospective fare inspectors receive training on crisis intervention, first aid, and cultural competency, among other topics, from nonprofits, other city agencies, and several units within our own agency.
The goal of these trainings is to ensure that fare inspectors can react appropriately to any situation they encounter. However, there has not been capacity for inspectors to complete formal certifications in mental health first aid or become certified as first aid instructors, which could lower the cost of the recertification process and build an agency culture that is responsive to people with critical needs.