4.4 Accessible Communication of Service Schedules and Changes

Key Takeaway:  Information about Muni, including schedules, temporary Muni service changes and unexpected disruptions, including the availability of elevators, should be well-communicated in a variety of accessible formats. The new Customer Information System project will improve communication for accessible trip planning but requires additional data to implement such as street slope, accessibility of individual stops, and stop amenities.

Tools for Providing Customer Information

There are a variety of accessible trip planning tools available for riders, including:

• An sfmta.com Trip Planner and personalized telephone information about which Muni route to take to reach a destination
• Digital signs that provide real-time arrival information at all Metro stations and at 700 of our transit shelters
• Shelters equipped with digital signs include Push-to-Talk buttons that provide audible bus arrival predictions. All communications are published or accessible in Chinese, Spanish, Filipino, Russian, Vietnamese, Korean, Japanese, French, Thai, and Arabic.
• 511.org which provides information via telephone (511) and on the website www.511.org. All bus stops have an ID number affixed to a shelter or pole. Customers can call 511 and provide the stop number to get automated bus arrival times.
• The SFMTA Streets & Transit Map shows all bus, light rail, historic streetcar and cable car routes and can be used to help plan a transit trip. The map includes many San Francisco points of interest for visitors, as well as government buildings like City Hall and the San Francisco Main Library.
• Calling 311 for general information and trip planning with real people, 24 hours a day, 7 days a week, all days of the year, provided by the San Francisco 311 Customer Service Center, including translation into multiple languages.

For customers who need to use an elevator to access a Metro station, there are a few options for checking to make sure the elevators needed are in service.

• They can check the Muni Elevator Status page on the SFMTA website or call the San Francisco Customer Service Center information number, 311 (outside the 415 area code dial 415.701.2311), to get information about Metro station elevators 24 hours a day.
• Information regarding elevator status at shared Muni/BART stations can also be obtained from BART by calling 510. 834.LIFT or 888.235.3828 (information is updated when there is a change in status). In addition, elevator status messages are provided on the train information screens at many Muni street-level platforms, station agent booths and on subway platforms.

The Mobility Management Center is a one-stop information and referral center for older adults and people with disabilities. The Center’s services help seniors and older adults make informed decisions about their travel options. The Mobility Management Center is discussed more in-depth in the Mobility Management section. 

Communicating Service Changes and Disruptions

When there are changes to service, the SFMTA uses several methods to communicate these changes to customers.

For minor changes the SFMTA website and signage at the impacted location is often used. For more major changes, the SFMTA broadens its outreach and alerts community stakeholders, partner agencies, and advocates of the changes. 

The SFMTA also deploys service ambassadors to hand out flyers and other information to passengers at impacted stops and other key locations.  Digital signage and audible messaging is also utilized when applicable.  Major changes also trigger social media, radio and other media announcements.

If a change is determined to particularly impact seniors and people with disabilities, we also target additional outreach in ways that make it more accessible, such as utilizing more on-site service ambassadors, reaching out to community partners to provide information to their members, and providing presentations on the upcoming changes to community groups.