Key Takeaways: The SFMTA's "no wrong door" approach to accessibility outreach has helped the agency answer questions in community locations. Presence in health clinics and previous Disability and Aging Services Hub "office hours" have proven especially effective. An increased physical and virtual presence that trains other customer-facing personnel and reinforces a “no wrong door” philosophy would reinforce this approach. There is also a need to identify additional touchpoints and trainings, such as with rehabilitation facility staff and hospital discharge planners.
The San Francisco Age and Disability Friendly Implementation Workgroup recommended that city agencies implement a “no wrong door” policy that ensures staff from various agencies are committed to helping individuals receive assistance, answers and services for all their needs. Under this recommendation, even if the SFMTA's Mobility Management staff are not responsible for a specific service, such as housing, they are still able to provide a friendly connection to the appropriate agency.
In the same spirit, Mobility Management staff also have identified opportunities to provide services in as many integrated settings alongside other providers or major attractors as possible. The Mobility Management Center has completed 33 outreach events in FY22/23 at or with senior centers, residences, community organizations, community festivals, food pantry distributions, and more.
For example, until the COVID-19 pandemic, the Mobility Management Center held open office hours at the Disability and Aging Services Benefits and Resources Hub. The Hub provides a wide variety of programs and services that help people access food assistance, safety and protection, veterans benefits, health programs, case management and adult learning. Hub staff are able to provide warm hand-offs to the Mobility Management Center when necessary, but by holding office hours at the Hub, community members had the benefit of more easily connecting with Mobility Management staff to receive support. There is a potential need to reinstitute these office hours.
Additionally, the Mobility Management team is an active member of the Unite Us California network. This secure platform empowers organizations in San Francisco and San Mateo counties to collaborate and connect individuals to vital services including transportation, housing, food, utilities, childcare, behavioral health, employment and financial and legal services.
The Mobility Management Center is also piloting an innovative collaboration with the Southeast Family Health Center and the Potrero Hill Health Center through the “CHOICE” (Connecting Health Outcomes and Information Citywide for Equity) Program. SF Paratransit staff have been on-site two days a month at Southeast Family Health Center to enroll prospective clients in the CHOICE program as well as refer patients to other transportation resources.
As part of the program, a Mobility Management Specialist holds regular office hours at the clinic and clinic staff can provide patients with a direct line to the Mobility Management Center if they demonstrate transportation barriers affecting their health. Engaging with the community at alternate locations within San Francisco eliminates a possible barrier to learning about transportation resources by reducing the need to travel outside of one’s neighborhood to lean about available resources. The pilot, which is funded by the Lifeline Transportation Program administered through the San Francisco County Transportation Authority, will be evaluated in coordination with the San Francisco Department of Public Health to determine whether it should be continued or expanded to additional clinics.