Key Takeaway: The SFMTA's Mobility Management team is focused on connecting with organizations that work with various Spanish-, Russian- and Chinese-speaking communities to conduct outreach. Increased outreach to non-English-speaking communities is needed for SF Paratransit to effectively reach everyone who requires paratransit services.
San Francisco’s diverse population includes many older adults and people with disabilities who may not speak English as their primary language. SF Paratransit ensures accessibility by providing key documents, such as the ADA Eligibility Application and Rider’s Guide, in various formats and languages. Language interpretation is available for interviews and appeal hearings, and staff can speak multiple languages, including Spanish, Russian and Chinese. Title VI language access notices are displayed on all SF Paratransit vehicles.
Data show that fewer Russian- and Spanish-speaking riders enroll in the Essential Trip Card (ETC) program compared to ADA Paratransit, though this may be affected by how data is collected. Often, Russian- and Spanish-speaking ETC users rely on bilingual friends or relatives who may prefer written materials in English.
Programs like ETC are designed to address service needs as the population ages and faces mobility or transportation challenges but are not yet in need of ADA paratransit. Ensuring non-English speakers are informed about all enhanced non-ADA services is crucial for maintaining community connections. The Mobility Management Center needs to improve its tracking of primary languages.
SF Paratransit must also receive sufficient feedback from all users, including non-English speakers. The annual Paratransit Customer Satisfaction Survey is a key feedback tool, but recent data shows a discrepancy: only 5% of respondents were surveyed in Chinese, but 18% of paratransit riders have said they prefer communicating in Chinese. SF Paratransit should consider better methods for gathering feedback from Chinese-speaking riders.
Last, outreach materials should be culturally relevant and address common concerns. For instance, the Mobility Management Center receives frequent inquiries about how immigration status affects eligibility. To address this, Mobility Management staff will develop materials clarifying that immigration status does not impact eligibility. Additionally, many immigrant communities value collective interdependence, so outreach materials should emphasize how transportation services help maintain community connections rather than focusing solely on independence.