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SR 09-24-2019 3C City Council Report City Council Meeting: September 24, 2019 Agenda Item: 3.C 1 of 2 To: Mayor and City Council From: Edward F King, Director, Big Blue Bus, Finance & Administrative Services Subject: Adoption of BBB Title VI Program Recommended Action Staff recommends that the City Council adopt the proposed Big Blue Bus Title VI Program. Summary The Federal Transit Administration (FTA) requires the governing body of a transit agency to adopt its Title VI Program in order to be eligible for federal grant funds. The Title VI Program ensures that the level and quality of public transportation service is provided in a nondiscriminatory manner, promoting full and fair participation in public transportation decision making without regard to race, color, or national origin, and provides meaningful access to transit-related programs and activities by persons with limited English proficiency. Big Blue Bus’ Title VI Program has been updated to include the latest Service Standards and a Language Assistance Plan. Discussion Title VI of the Civil Rights Act of 1964 protects people from discriminat ion based on race, color, and national origin to ensure that individuals are not excluded from participation in, denied the benefits of, or subjected to discrimination under any program and activity receiving federal financial assistance. The FTA requires the governing body of a transit agency to adopt its Title VI Program every three years in order to be eligible for federal grant funds. As a requirement, the program must include a Language Assistance Plan and Service Standards. The program has been updated to include a Language Assistance Plan as part of the Limited English Proficiency Plan (LEP). The LEP ensures meaningful access to transit-related programs and activities by persons with limited English proficiency. 2 of 2 BBB’s Service Standards were recently updated to ensure that levels and qualities of public transportation service are provided in a nondiscriminatory manner and promote full and fair participation in public transportation decision -making without regard to race, color, or national origin, and the Title VI program document has been revised to reflect these updates. Past Council Actions Meeting Date Description 01/09/18 (Attachment A) Adoption of Big Blue Bus Resolution for Transit Funds Financial Impacts and Budget Actions There is no immediate financial impact or budget action necessary as a result of the recommended action. Adopting the proposed Title VI program allows BBB to meet Federal requirements and to remain eligible for Federal funding. BBB receives approximately $9.7 million annually in Federal financial assistance. Prepared By: Enny Chung, Sr. Admin Analyst - Grants Approved Forwarded to Council Attachments: A. Title VI FY2019-2022 FINAL B. Adoption of Big Blue Bus Resolution for Transit Funds Santa Monica's Big Blue Bus Title VI Program FY 2019 - FY 2022 Edward F. King Director of Transit Services October 2019 1 2 Table of Contents Table of Contents ............................................................................................................................ 2 1 Overview ................................................................................................................................. 3 1.1 Background ..................................................................................................................... 3 1.2 Mission Statement and Goals ............................................................................................ 4 1.3 Notice of Rights Under Title VI ........................................................................................... 4 1.4 Title VI Rights Claims & Complaints ................................................................................... 4 1.5 FTA Certification and Assurances ...................................................................................... 5 1.6 Racial Breakdown of Non-Elected Advisory Councils .......................................................... 5 1.7 Subrecipient Monitoring ................................................................................................... 5 1.8 Limited English Proficiency Plan ....................................................................................... 6 1.9 Title VI Analysis of New Facilities ...................................................................................... 6 1.10 Survey on Quality of Service ............................................................................................. 6 2 Service Design Standards ......................................................................................................... 6 2.1 Service Area .................................................................................................................... 6 2.2 Service Availability and Demographics .............................................................................. 7 2.3 Service Frequency............................................................................................................ 7 2.4 Span of Service ................................................................................................................ 9 2.5 Stop Spacing and Placement ........................................................................................... 10 3 Service Policies ...................................................................................................................... 10 3.1 Transit Amenities ........................................................................................................... 10 3.2 Vehicle Fleet .................................................................................................................. 11 3.3 Vehicle Assignment ........................................................................................................ 11 3.3 Vehicle Amenities ........................................................................................................... 12 3.4 Vehicle Load .................................................................................................................. 12 3.4 Security ......................................................................................................................... 13 3.5 Information Dissemination .............................................................................................. 14 4 Service Quality Standards ....................................................................................................... 14 4.1 On-time Performance ..................................................................................................... 14 5 Current Activities ................................................................................................................... 15 5.1 Community Outreach ...................................................................................................... 15 5.2 Service Changes ............................................................................................................. 16 5.3 Fares ............................................................................................................................. 17 5.4 Federally Assisted Projects ............................................................................................ 18 3 6 Appendices ............................................................................................................................ 18 1 Overview Big Blue Bus (BBB) operates more than 50 fixed-route peak vehicles and is located in an urbanized area of more than 200,000 people and is therefore subject to the requirements set forth in the Federal Transit Administration’s (FTA) Circular 4702.1B and Title VI of the Civil Rights Act of 1964: “No person in the United States shall, on the ground of race, color, or national origin, be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any program or activity receiving Federal assistance.” Every three years, Big Blue Bus submits a Title VI Program to the FTA documenting compliance with the established Title VI requirements. In accordance with this submittal, Big Blue Bus (BBB) has issued the following update, contained herein, to its Title VI Program. The service design standards lay out how Big Blue Bus service should be designed and operated, for existing as well as new services. The service performance standards describe how Big Blue Bus analyzes its routes to ensure the highest possible level of performance in terms of service effectiveness, efficiency, and quality for customers. The service evaluation process presents Big Blue Bus’s strategy for analyzing, updating, and communicating its service plans to ensure that it continues to provide service that stays relevant to the needs of the City and its residents, employees, and visitors. Big Blue Bus is committed to the enforcement of USDOT’s Title VI regulations which state that no person or group of persons shall be discriminated against with regard to the routing, scheduling, or quality of service of transportation provided on the basis of race, color, or national origin. 1.1 Background Operated by the City of Santa Monica and governed by its seven-member elected City Council, the Big Blue Bus service area encompasses 58 square miles in the Westside region of Los Angeles County. The City of Santa Monica has provided transit service in the area since the launch of Santa Monica Municipal Bus Lines in 1928. Presently, BBB operates 20 fixed routes with a fleet of 195 buses. It serves over 900 bus stops, 320 of which are in the City of Santa Monica. Service types are divided into three categories: Rapid service, Local service, and Commuter service. Average daily weekday ridership is approximately 48,000 boardings per day. According to the Big Blue Bus 2016 Customer Perception Survey, the majority of BBB riders (73.4%) identify as a minority race, and 63.7% of BBB riders are considered low-income with an annual household income of less than $34,999. BBB also provides demand response and door-through-door services for seniors and people with disabilities through MODE (Mobility on Demand Everyday), in partnership with the City's Community and Cultural Services Department. MODE serves over 1,900 enrolled members, providing over 5,000 trips each month. Compliance with Title VI regulations is overseen by the BBB Director of Transit Services, who reports to the City Manager. Additional City departments, including the City Attorney’s Office and Human Resources Department, assist the Transit Services Department with Civil Rights compliance. 4 1.2 Mission Statement and Goals BBB’s Strategic Plan, mission statement, goals, values, and standards serve as guiding principles for daily administrative functions and transit operations. Mission Statement BBB is dedicated to contributing to the region’s mobility, economic vitality, sustainability, and enhanced quality of life through the delivery of safe, reliable, economical, accessible and customer-focused mass transportation services. Vision BBB is a leading resource for innovative and environmentally friendly transportation options with a team of employees committed to continuous improvement and excellent service. Core Values 1.3 Notice of Rights Under Title VI BBB is committed to ensuring that no person is excluded from participation in, or denied the benefits of services on basis of race, color, and national origin as protected by the Civil Rights Act of 1964, as amended. No person or group of persons will be discriminated against with regards to fares, routing, scheduling or quality of transportation service that BBB furnishes, on the basis of race, color, or national origin. In addition, the frequency of service, age and quality of BBB vehicles assigned to routes, and location of routes will not be determined on the basis of race, color, national origin, sex, age or disability. This information can be accessed via BBB’s website at: https://www.bigbluebus.com/About-BBB/Civil- Rights.aspx. Additionally, this information is posted on all BBB buses. 1.4 Title VI Rights Claims & Complaints The City Attorney’s Office tracks and monitors any Title VI allegations of discrimination on the basis of race, color, or national origin with respect to service or other transit benefits. The City will continue to Service •S a f e • Reliable •S u s t a i n a b l e • Accessible •C u s t o m e r - focused • Responsive People •D i v e r s e •E t h i c a l • Honest • Responsible •C r e a t i v e •L e a r n i n g • Resourceful Culture • Collaborative •C o n s t r u c t i v e •E n g a g i n g •I n c l u s i v e • Respectful •R e f l e c t i v e 5 provide FTA information upon request. There are no active formal complaints or lawsuits alleging discrimination on the basis of race, color, or national origin with respect to service or other transit benefits. BBB’s Customer Service Division is responsible for receiving, filing, monitoring, and reporting informal customer complaints, including discriminatory complaints. Monthly reports are generated to evaluate trends and address issue areas. Procedure for Filing a Title VI Complaint If any person feels he or she has been discriminated against on the basis of race, color or national origin by the City of Santa Monica Big Blue Bus, he or she may file a Title VI complaint by completing and submitting the Title VI Complaint Form. BBB investigates complaints received no more than one hundred and eighty (180) days after the alleged incident. The complaint may be submitted by mail, email, or in person, or it could be submitted directly with the Federal Transit Administration Region IX or Federal Transit Administration Office of Civil Rights. The complaint may be filed in writing, in person, or by telephone. The complaint should include the following information:  Name, address and how to contact complainant (e.g. telephone number, e-mail address, etc.)  How, when, where and why complainant believes they were discriminated against. Include the location, names and contact information of any witnesses. Complaint Assistance: A City of Santa Monica Big Blue Bus Customer Service Representative will assist with writing a complaint if the complainant is unable to do so. See appendix for complete complaint procedure and complaint form. 1.5 FTA Certification and Assurances BBB certifies, through the annual Certifications and Assurances, compliance with Title VI. The City Manager and City Attorney certify annually to the FTA Certifications & Assurances in accordance with the Federal Register and FTA Master Agreement. 1.6 Racial Breakdown of Non-Elected Advisory Councils Big Blue Bus has a goal of providing customer-driven transit service, and particularly values the views and concerns of the large percentage of minority and low-income populations that utilize our system on a daily basis. BBB reports directly to one governing body:  Santa Monica City Council – Made up of seven members, elected at-large for staggered four- year terms, the City Council selects one of its members to serve as Mayor and another to serve as Mayor Pro Tempore. As all individuals are elected into office, a racial breakdown of the advisory body is not required. 1.7 Subrecipient Monitoring BBB is a subrecipient of federal funds, and in turn, does not qualify for subrecipient monitoring. 6 1.8 Limited English Proficiency Plan BBB is committed to the development of a Limited English Proficiency (LEP) Plan to ensure full dissemination, access, and participation by all persons where English may not be their first language. An LEP Plan has been developed in association with this document. See appendix for the Limited English Proficiency Plan. 1.9 Title VI Analysis of New Facilities BBB has not constructed a new facility, such as vehicle storage facility, maintenance facility, operation center, etc., at this time nor is planned in the near future. Therefore, an equity analysis, regarding new facilities, was not performed. 1.10 Survey on Quality of Service An on-board survey of BBB passengers was conducted January 23 to February 2, 2016. Overall, passengers rated BBB’s service very highly. Overall satisfaction with BBB is 92%. BBB takes the results of this survey into account when evaluating future service improvements. 2 Service Design Standards Service design standards refer to how transit service is designed, implemented, and operated on the street, from route alignment and stop spacing to frequency and span of service. 2.1 Service Area The Big Blue Bus service area encompasses approximately 52 square miles that covers Santa Monica and surrounding areas in the Westside region of Los Angeles County, including: Pacific Palisades, West Los Angeles, Brentwood, Westwood, University of California Los Angeles (UCLA), Cheviot Hills, Mid- City, Westchester, Marina del Rey, Venice, and Playa Vista. BBB service also provides connections to the LA Metro rail network, Metrolink, Amtrak, and Los Angeles International Airport. The BBB service area includes any Census block group that falls within a 1/2 mile of a fixed-route. The block group is the smallest geographical unit for which the Census Bureau publishes sample data and results in a more accurate analysis. A minority or low-income route is considered to be any route with a ½ mile population above the service area average for these two categories. For the purposes of this evaluation, the minority population has been defined in accordance with FTA Circular 4702.1B and includes the following persons: 1) American Indian and Alaska Native; 2) Asian; 3) Black or African American; 4) Hispanic or Latino; 5) Native Hawaiian or other Pacific Islander BBB’s current service area encompasses 550 block groups with 40.9% of all persons identifying as a minority race and 28.6% of all persons considered to be low-income. The low-income population has been defined as any individual with an annual household income of less than $35,000. In addition, 11.1% of all households within the BBB service area have a limited proficiency in English. 7 The appendix includes a collection of BBB service area maps, identifying Census Block Groups with a population of minority persons, low-income persons, and limited English households that are above the corresponding service area averages. 2.2 Service Availability and Demographics BBB provides service to all riders regardless of race, color, or national origin. BBB routes are categorized as follows: Table 1: Service Categories Category Network Role Bus Routes Rapid Provides high frequency, limited-stop service between Santa Monica and neighboring destinations of strong regional importance. R3, R7, R12 Local Serves the greater Santa Monica area, providing service along major and secondary corridors and serving larger local destinations and intermodal connections. 1, 2, 3, 5, 7, 8, 9, 14, 15, 16, 17, 18, 41-42, 44 Commuter Augments the local network with additional peak hour service to key destinations. R10, 43 Demand response Connections to, complements, and encourages fixed- route transit. Blue @ Night, MODE 2.3 Service Frequency BBB’s adopted frequency standards and goals guide service investment and allocation decisions to ensure a high quality of service for all riders.  Rapid routes should operate at 20 minutes or better, with a goal of 6-10 minutes (weekdays) and 30 minutes or better, with a goal of 10-15 minutes (weekends). Whenever possible, Rapid services should operate more frequently than Local service on the same corridor, to allow maximum customer convenience and greater access to the faster, more efficient service option.  Local routes should operate at 30 minutes or better, with a goal of 10-15 minutes (weekdays) and 30 minutes or better, with a goal of 15-20 minutes (weekends). Local routes on major corridors (especially those without Rapid options) may warrant much more frequent service (15 or 10 minutes).  Commuter route frequency should be tailored to demand volumes but should operate 30 minutes or better, with a goal of 10-15 minutes to allow spontaneous use where supported by ridership. Table 2 shows current headways for all routes broken, down by weekday time periods, Saturdays, and Sundays. 8 Table 2: Service Frequency (minutes) Route AM Peak Midday PM Peak Evening Saturday Sunday 1 – Mains St & Santa Monica Blvd 10-11 10-11 10-11 20 12-15 15 2 – Wilshire Blvd 12-15 12-15 12-15 20 20 20 3 – Lincoln Blvd 15 12 15 20 15 15 R3 – Lincoln Blvd Rapid 12 - 12 - - - 5 – Olympic Blvd – Century City 20 30 20 30 - - 7 – Pico Blvd 14 14 14 20 15 15 R7 – Pico Blvd Rapid 14 14 14 - - - 8 – UCLA/Westwood & Ocean Park Blvd 14 20 15 30 30 30 9 – Pacific Palisades 15-20 30 20 30 30 30 R10 – Downtown LA Freeway Express 30 - 30 - - - R12 – UCLA/Westwood & Overland Ave 7-12 12 8-12 20 22 22 14 – Bundy Dr & Centinela Ave 15 20 15 20 20 28 15 – Barrington Ave 28-30 26 20 30 - - 16 – Wilshire Blvd/Bundy Dr – Marina del Rey 25 25 25 - - - 17 – UCLA – VA Medical Center - Palms 20 20 20 30 28-30 28-30 18 – UCLA – Abbot Kinney – Marina del Rey 20 30 20 30 30 30 41 – 17th St Station – SMC - Montana 20 20 20 - 30 30 42 – 17th St Station – SMC - Montana 20 20 20 - - - 43 – 26th St & San Vicente Blvd 30 - 30 - - - 44 – 17th St Station – SMC – Ocean Park 14 14 14 - - - In Table 3, minority and low-income routes are compared to non-minority and non-low-income routes. Each category presents frequency in minutes during weekday time periods, Saturdays, and Sundays. Using the ½ mile buffer of all fixed-route service, the same three routes exceed the service area average for both the minority and low-income designations. These routes are Route 7, Rapid 7, and Rapid 10. All other routes are considered non-minority and non-low-income routes.’ 9 Table 3: Service Frequency Comparison Service Category AM Peak Midday PM Peak Evening Saturday Sunday Minority and Low-Income Route Frequencies 19.3 14.0 19.3 20.0 15.0 15.0 Number of Minority Routes Operating (3) (2) (3) (2) (1) (1) Non-Minority and Non-Low- Income Route Frequencies 17.9 20.2 17.6 25.5 24.0 24.9 Number of Non-Minority and Non-Low-Income Routes Operating (17) (16) (17) (9) (9) (9) 2.4 Span of Service The BBB span of service standards guide how many hours a specific route will operate during each day of service. Span of service is designated into two categories: 1) High ridership corridors that carry over 2,500 average daily riders, and 2) Low ridership corridors that include all other routes.  High ridership corridors should have a weekday span starting from 5am-6am to midnight and a weekend span starting from 6am-7am to midnight  Low ridership corridors should have a weekday span starting from 5am-6am to 9pm and a weekend span starting from 6am-7am to 9pm  Commuter service spans should be tailored to demand patterns  Span of service may need to be adjusted on certain routes depending on the operating hours of connecting services, or, if there is an over capacity in service during the off-peak hours, where two routes are operating similar services In Table 4, the average start and end times, along with the span of service, are compared between minority and non-minority routes, and low-income and non-low-income routes for each service day type. As previously stated, three BBB routes are considered both minority routes and low-income routes. These routes are Route 7, Rapid 7, and Rapid 10. All other routes are considered non-minority and non-low-income routes. Table 4: Comparison of Service Start Times and Spans Day of Service Service Category No. of Lines in Service Avg. Time Service Begins Avg. Time Service Ends Avg. Span of Service (hours) Weekday Minority and low- income routes 3 5:38 AM 9:23 PM 15.75 Non-minority and non- low-income routes 17 6:05 AM 9:17 PM 15.21 Saturday Minority line and low- income routes 1 5:30 AM 12:40 PM 31.17 Non-minority and non- low-income routes 9 6:29 AM 10:13 PM 13.11 10 Sunday Minority and low- income routes 1 6:05 AM 12:40 PM 18.58 Non-minority and non- low-income routes 9 6:56 AM 9:40 PM 14.73 2.5 Stop Spacing and Placement This standard involves how far apart bus stops are spaced. Big Blue Bus stop spacing standards differ by service type, with Rapid stops spaced further apart than Local stops.  Rapid Bus Stop Spacing – Rapid bus routes on corridors also served by Local routes should have stops spaced a minimum of ½ mile apart, and should be placed at major destinations, intersections, and transfer points. Rapid stop placement should be determined based on overall spacing as well as ridership.  Local Bus Stop Spacing – For Local services, stop spacing from 1000 feet up to ¼ mile (roughly 1,300 feet) is desirable. Local service on small streets can sustain the most closely-spaced stops (since trip distances are usually short) while Local stops on major arterial streets risk introducing unnecessary delay if stops are spaced closer than 1,000 feet. Existing stop with continuously low usage will be subject to review for consolidation with other stops or removal in order to increase service speed and reliability.  Commuter Service Stop Spacing - Commuter services can either use Local or Rapid type stopping patterns depending on the type of service and passenger needs. 3 Service Policies 3.1 Transit Amenities Transit agencies must maintain standards for the distribution of transit amenities. BBB has significant authority over bus stop improvements and amenities within the City of Santa Monica while bus stops located in neighboring cities and jurisdictions are often subject to external policies that BBB must adhere to. Transit amenities are allocated based on ridership activity (total number of average daily weekday boardings) and are equitably distributed to reflect the systemwide demographics of Big Blue Bus. Table 5 outlines BBB’s amenity policy for distribution of resources based on stop-level boardings. Table 5: BBB Amenity Thresholds Average Daily Boardings Bus Stop Classification Amenities Provided All Stops All stops Public information kiosk 5 or more off-peak boardings Low volume or more Above plus lighting 50 or more boardings Medium volume or more Above plus shelter or shade and seating 100 or more boardings High volume or more Above plus real-time signage 900 or more boardings Very high volume Above plus multiple shelters or extra-large shelter 11 3.2 Vehicle Fleet BBB maintains a 100% alternative fuel vehicle fleet powered by Electric, CNG and LNG fuel types. Table 6: BBB Vehicle Fleet Bus Series Number Year Built Make Model Number of Buses Seats Fleet Type Fuel Year to be Replaced 1827 2019 GILLIG G28D 1 38 40’ Electric 2031 1808-1826 2018 GILLIG GD31 19 39 40’ CNG 2030 1801-1807 2018 GILLIG G31E102N2 7 26 30’ CNG 2030 1707-1725 2017 GILLIG G31D102N4 19 39 40’ CNG 2029 1706 2017 GILLIG G27D102N4 1 39 40’ CNG 2029 1701-1705 2016 GILLIG G27D102N4 5 39 40’ CNG 2028 1600-1603 2015 GILLIG G27E102N2 4 26 30’ CNG 2027 1500-1510 2015 GILLIG G27D102N4 11 39 40’ CNG 2027 1560 -1566 2015 NEW FLYER XN60 7 56 60’ CNG 2027 1345 - 1357 2014 GILLIG G27D102N4 13 39 40’ CNG 2026 1301-1344 2013 GILLIG G27D102N4 44 39 40’ CNG 2025 1300 2012 GILLIG G27D102N4 1 39 40’ CNG 2024 5300 - 5320 2011 NABI 60BRT-14.02 21 51 60’ CNG 2023 3868 - 3876 2011 NABI 40LFW-14.01 9 36 40’ CNG 2023 2905 - 2914 2011 EL DORADO EZR II- BRT 32' 10 29 32’ CNG 2023 2900 - 2904 2010 EL DORADO EZR II- BRT 32' 5 29 32’ CNG 2022 4090 - 4099 2006 NEW FLYER L40LF 9 38 40’ LNG 2018 4038 - 4089 2004 NEW FLYER L40LF 10 38 40’ LNG 2016 3.3 Vehicle Assignment BBB assigns vehicles based on service category and vehicle capacity. Prior to a service change, scheduling staff make vehicle recommendations by block. A block consists of the routes that make up an operator’s daily work assignment. Dispatch staff assigns vehicles, accounting for vehicle availability, maintenance holds, and operational needs. Due to the interlining of routes throughout the BBB system, a vehicle is likely to operate on several different routes throughout the day. The average age of the BBB fleet is 5.5 years old with new buses replaced when they have exceeded their useful life. There are currently three vehicle types in the BBB fleet (30’-32’, 40’, 60’). Table 7 shows the type of vehicles that are assigned by route and the number of vehicles operating during peak service. 12 Table 7: BBB Vehicle Assignment Route Ridership exceeds percent minority ridership systemwide Ridership exceeds percent low-income ridership systemwide Fleet Type Number of Peak Vehicles Route 1 No No 40’ 17 Route 2 No No 40’ 10 Route 3 No No 40’ or 60’ 12 Rapid 3 (23) No No 40’ or 60’ 12 Route 5 No No 40’ 5 Route 7 Yes Yes 40’ 16 Rapid 7 (27) Yes Yes 40’ or 60’ 16 Route 8 No No 40’ 9 Route 9 No No 40’ 6 Rapid 10 Yes Yes 40' 2 Rapid 12 (22) No No 40’ 10 Route 14 No No 40’ 9 Route 15 No No 40’ 3 Route 16 No No 30’ 4 Route 17 No No 40’ 8 Route 18 No No 30’ or 40’ 9 Route 41 No No 30’ or 40’ 2 Route 42 No No 30’ or 40’ 2 Route 43 No No 30’ 2 Route 44 No No 40’ 4 3.3 Vehicle Amenities All fleet vehicles are ADA compliant, with wheelchair lifts/ramps and kneeling capabilities. Other vehicle amenities include air conditioning and bike racks. Fleet vehicles also have design and operational elements to assist visually-impaired or hearing-impaired passengers, including: similar seating configurations, voice annunciators on the bus and at bus stops, and new shelter signage to improve readability and information access for riders with disabilities. 3.4 Vehicle Load Vehicle loads are monitored by the Planning division, which reviews customer feedback regarding overload conditions and hosts quarterly service review sessions with Motor Coach Operators to identify overcrowded trips. Planning staff then review the ridership data and, if warranted, may schedule additional trips to address overloaded trips at the next available service change. 13 Table 8: Vehicle Load by Route Route Ridership exceeds percent minority ridership systemwide Ridership exceeds percent low- income ridership systemwide Average Load Route 1 No No 17 Route 2 No No 14 Route 3 No No 18 Rapid 3 (23) No No 22 Route 5 No No 8 Route 7 Yes Yes 19 Rapid 7 (27) Yes Yes 25 Route 8 No No 17 Route 9 No No 15 Rapid 10 Yes Yes 22 Rapid 12 (22) No No 19 Route 14 No No 14 Route 15 No No 7 Route 16 No No 7 Route 17 No No 11 Route 18 No No 11 Route 41 No No 9 Route 42 No No 8 Route 43 No No 8 Route 44 No No 8 Table 9: Vehicle Load Comparison Minority and Low-Income Routes Non-Minority and Non-Low- Income Routes Difference: Minority to Non- Minority +/ (-) Average Load 22 12.5 10.5 3.4 Security BBB takes various measures to ensure the safety and security of all riders, including: equipping all vehicles with radios and digital video recorders, committing transit security funds to contract out 14 security services, assigning transit supervisors to provide systemwide security, and establishing security protocols at the BBB operations and maintenance facility. 3.5 Information Dissemination BBB strives to keep all riders informed of day-to-day service operations as well as any service changes that may affect their commutes. In making information available through printed materials, online, over the phone, in person, and in multiple languages, the staff is committed to ensuring that all riders can access the necessary information. Customer service staff can also provide transit information to individuals who do not have access to the internet. Many staff members are multi-lingual and can provide trip-planning assistance for non- English speaking riders. There is a separate information line for riders who are hearing impaired, and improvements to BBB’s website to assist visually-disabled users have been made. BBB also works with the City’s Community and Cultural Services Department senior and disabled groups to ensure dissemination of information and address access issues for all types of riders. Printed material of service changes is available in the form of “take-one” cards on board buses. City public libraries and public facilities also maintain transit information racks. The BBB website, www.bigbluebus.com, offers a trip planner, up-to-date route and schedule information, information for passengers with disabilities, and any service changes or facility improvements. Users can also subscribe to an email list whereby BBB can directly contact them with transit updates. In terms of language access, BBB ensures that service improvements, along with route and policy changes, are published in multiple languages in local area publications. Most information is available in Spanish, and can be obtained in additional languages upon request. 4 Service Quality Standards 4.1 On-time Performance On-time performance reflects both the quality and reliability of service. A vehicle is considered on- time if it runs no more than one (1) minute early and no more than five (5) minutes late compared to the scheduled time at each timepoint. Early arrivals at the final timepoint are considered on-time. BBB’s current goal is to have 85% of arrivals on time. This standard is evaluated quarterly and included in the Planning Department’s Performance Report. On-time performance is collected by route and aggregated across the fiscal quarters. The average performance represents data from July 2018 to June 2019 (Table 10). In Table 11, on-time performance is compared between minority and non- minority lines, and poverty and non-poverty lines. Table 10: On-time Performance by Route Route Ridership exceeds percent minority ridership systemwide Ridership exceeds percent low- income ridership systemwide Average On-Time Performance Route 1 No No 72.3% Route 2 No No 80.7% Route 3 No No 71.3% 15 Rapid 3 (23) No No 73.2% Route 5 No No 70.1% Route 7 Yes Yes 79.9% Rapid 7 (27) Yes Yes 81.8% Route 8 No No 78.4% Route 9 No No 81.3% Rapid 10 Yes Yes 77.0% Rapid 12 (22) No No 87.8% Route 14 No No 79.1% Route 15 No No 87.7% Route 16 No No 76.7% Route 17 No No 74.3% Route 18 No No 74.1% Route 41 No No 79.7% Route 42 No No 79.7% Route 43 No No 85.4% Route 44 No No 89.7% Table 11: On-time Performance Comparison Minority and Low-Income Routes Non-Minority and Non-Low- Income Routes Difference: Minority to Non-Minority +/ (-) Average On-time Performance 79.6% 78.9% 0.7% 5 Current Activities 5.1 Community Outreach Public hearings, community workshops, school and city-sponsored fairs/festivals are held throughout the year as forums for distributing information and collecting input to identify travel needs and to solicit comments on proposed service changes and improvements. At least one series of outreach meetings are conducted annually. Receiving input from community stakeholders on a frequent basis allows BBB to implement a “market driven” planning approach to provide the best possible service for passengers. BBB has standardized policies and procedures for conducting public hearings and these are provided in Appendix A. Generally, any activity that results in an increase or decrease in route revenue miles or route miles that are equal to or greater than twenty-five percent (25%) of the existing service, the 16 introduction of a new route, elimination of an existing route, or a permanent change in fare structure would require outreach, a public hearing, and City Council approval. Efforts are made to encourage participation by minorities in hearings and outreach events. Notices for hearings are published in a range of publications including newspapers for Spanish-speaking residents. 5.2 Service Changes In 2015-2016, Big Blue Bus implemented a complete restructuring of its entire bus network as part of an effort to integrate with the Expo Rail Line being built to serve Santa Monica and the Westside of Los Angeles. Going beyond simple rail integration, this process addressed other issues such as stop spacing, duplication of service with other providers, the needs of key ridership destinations, and speeding up service. A subsequent overall decline in transit use, throughout Los Angeles County, resulted in ridership losses between 2016 and 2019. In FY 2018-19, Big Blue Bus adopted new service standards with a renewed focus on attracting customers back to the system. Based on these standards, BBB developed a revised service plan for 2019 that seeks to shape the future vision for service investment. On March 17, 2019, BBB implemented wide-scale changes to reallocate service hours in an effort to improve ridership. Service changes completed in 2017-2019, by route, include:  Route 1 o Weekday, Saturday, Sunday frequency improvements  Route 2 o Weekday frequency improved to every 12-15 minutes most of the day, then every 20 minutes after 5:30 PM  Route 3 o Weekday, Saturday, Sunday frequency improvements  Rapid 3 o Weekday service adjusted to peak-only with midday service discontinued o Saturday and Sunday service discontinued o Discontinued service replaced with more frequent Route 3 service  Route 5 o Weekday span of service shortened o Saturday and Sunday service discontinued  Route 7 o Weekday, Saturday, Sunday frequency improvements o Service extended from Rimpau Terminal to Wilshire/Western Station to mirror the Rapid 7 routing  Rapid 7 o Weekday service discontinued after 7:30 PM o Saturday and Sunday service discontinued o Discontinued service replaced with more frequent Route 7 service  Route 8 o Weekday frequency improved to every 15 minutes during AM and PM peak periods  Route 9 o Weekday service improved to every 15 minutes during AM and PM peak periods o Implemented one weekday express roundtrip 17 o Saturday and Sunday frequency improved to every 30 minutes  Rapid 10 o Weekday service adjusted to peak-only with midday service discontinued o Saturday and Sunday service discontinued  Rapid 12 o Weekday, Saturday, Sunday frequency improvements  Route 14 o Weekday service improved to every 15 minutes during AM and PM peak periods, 20 minutes midday and after 6:00 PM  Route 15 o Weekday service improved to every 26-30 minutes all day o Saturday and Sunday service discontinued  Route 16 o Weekday service improved to every 25 minutes all day  Route 17 o Weekday service improved to every 20 minutes all day, 30 minutes after 7:00 PM o Saturday and Sunday service extended from the VA Medical Center to UCLA and improved to every 28-30 minutes all day  Route 18 o Weekday service improved to every 20 minutes during AM and PM peak periods o Sunday trips extended from Brentwood to UCLA o Saturday and Sunday span of service shortened  Route 41 o Weekday service improved to every 20 minutes all day  Route 42 o Weekday service improved to every 20 minutes all day o Saturday and Sunday service discontinued o Discontinued service replaced by Route 41  Route 43 o Weekday span of service adjusted  Route 44 o Friday service adjusted to every 28-30 minutes all day due to low ridership 5.3 Fares Big Blue Bus implemented a fare change in 2017 in an effort to improve ridership. The fare change initiative included the following:  Reduction - TAP stored value cost per ride reduced from $1.25 to $1.10.  New - Annual Pass.  Increase – None. An analysis of the revised fare structure found that the changes would not result in an adverse disparate impact on the minority population or an adverse disproportionate burden on the low-income population. The fare structure, effective in 2019, is as follows: Table 12: Fare Structure Fare Categories Local Service Individual Fares Regular Cash $1.25 18 Regular TAP $1.10 Senior/Disabled/Medicare $0.50 Inter-Agency Transfers Regular $0.50 Senior/Disabled/Medicare $0.25 Day Pass Regular $4.00 Senior/Disabled/Medicare $1.50 7 Day Pass Regular $14.00 13 Rides Regular $14.00 Senior/Disabled/Medicare $6.00 30 Day Pass Regular $50.00 Senior/Disabled/Medicare $24.00 Youth $38.00 Annual Pass Regular $500.00 5.4 Federally Assisted Projects BBB federally-funded projects include the ongoing bus replacement program and the future implementation of a bus shelter program in the City of Santa Monica portion of the service area. Figure 13, below, shows active federal grants. Table 13: Active Federal Grants Grant Description Total Grant Amount CA-90-Y770 Bus Stop Improvements $ 4,200,000 CA-90-Z102 Bus Replacement, Expo Study, Bus Stop Amenities $15,636,765 CA-2016-103 Bus Stop Improvement, Expo Study $2,725,000 CA-2019-030 Bus Replacements for 40-foot and 30-foot $10,122,053 CA-2019-031 Bus Replacements (CMAQ) $1,765,344 6 Appendices 6.1 Appendix A Big Blue Bus Public Participation Plan and Hearing Procedures for Major Service or Fare Changes 1.Background Santa Monica’s Big Blue Bus (BBB) is required by the Federal Transit Act, as amended through 1992, to establish a policy which defines a process to solicit and consider public comment prior to raising fares or implementing a major change of transit services. 2.BBB Policy a.It shall be the BBB’s policy that public comments be solicited prior to: i.Any permanent fare or fare media change. ii.A twenty-five percent (25%) or more change in the number of daily transit revenue vehicles miles of a route; i.e., the total number of miles operated by 19 all vehicles in revenue service for a particular day of the week on an individual route. iii. A twenty-five percent (25%) or more change in the number of transit route miles of a route, i.e., the total mileage covered during one round trip by a vehicle in revenue service on a particular route. iv. Proposed introduction or elimination of a new route that will be, or has been, operated for more than twelve (12) months. b. It shall be the BBB’s policy that the following shall be exempt from public comment and public hearing: i. A minor change in fare or service. Examples would be temporarily reduced, experimental or promotional fares, minor reroutes or minor temporary reroutes due to street construction(s) or minor schedule changes. ii. Experimental, seasonal or emergency fare changes expected to exist fewer than six (6) months in service. If these changes ultimately continue to remain in effect for more than six (6) months, they will be the subject of public comment and public hearing. 3. Public Notification When required, the public comment process will begin with the publishing of a legal notice seven (7) calendar days in advance of the public hearing date in the local newspapers of general circulation. This notice will set a specific place, date, and time for one or more public hearings. Written comments will also be accepted on the proposed changes seven (7) calendar days beyond initial publishing of the legal notice. Legal notices will inform the public of the proposed actions that initiated the public comment process. Press releases will also be prepared and sent to the local media. In addition to the public hearing process, Big Blue Bus employs various outreach methods including:  Publication on website  Information posted on buses  Public meetings in various parts of the Big Blue Bus service area  Notices to public officials, key stakeholders, and community groups  Targeted surveys to riders of affected services  E-communications to self-identified Big Blue Bus passengers (those who provide contact information)  “Ambassador” personnel stationed at key bus stops and transit hubs to discuss service changes with customers 4. Scheduling Public Hearings The public hearing(s) will be scheduled and conducted by the City of Santa Monica City Council at a time, date, and place to be designated. The facility utilized for public hearings will be accessible to persons with disabilities. Special arrangements will be made for vision or hearing impaired persons if requested at least three days prior to the meeting. 5. Procedure for Conducting Public Hearing Forms will be available to attendees to register their presence and desire to speak. Public hearings will begin with a reading of the public notice, purpose, and proposed action that necessitated the public hearing. After an explanation of the proposed action is completed, the public will be invited to offer 20 their comments. The City Council will determine the amount of time the public has to comment during the public hearing. After all registered persons have commented, a final opportunity will be offered for any additional public comment. This offering will precede the close of the public hearing. 6. Documentation of Public Hearings Official records of public hearings on service or fare adjustments will be generated by:  Affidavits of newspaper publications of public notices  Press releases conveying information on upcoming public hearings  Tape recordings and transcripts of proceedings 7. Addressing Public Comments Received All relevant comments received verbally or in writing at a public hearing, or as otherwise conveyed to Big Blue Bus prior to the established deadline, will be entered into the public record of the comment process. Subsequent to the public comment period, staff will evaluate and analyze all relevant comments received and prepare a written report for consideration by the Santa Monica City Council. 8. City Council The City Council will be notified by the City Manager of all written public comment solicitations in advance of all scheduled public hearings on fare and service adjustments. A summary of public feedback received will be provided to the City Council along with staff recommendation for final disposition of the issues. Upon review by the City Council, the City Manager will be directed accordingly to proceed with or amend the recommended service and/or fare adjustments. 6.2 Appendix B Title VI Notice to the Public Attached after Demographic Maps. 6.3 Appendix C Limited English Proficiency Plan Attached after Title VI Notice to the Public. 6.4 Appendix D Demographic Maps  Minority Population by Census Block Group. Highlights all block groups where the minority population percentage is higher than the service area average of 40.9%  Low-Income Population by Census Block Group. Highlights all block groups where the low- income population is higher than the service area average of 28.6%  Limited English Household by Census Block Group. Highlights all tracts where the percentage of limited English households is higher than the service area average of 11.1% 1 2  (/Newsroom/Content.aspx?type=Alerts)Route 7 & Rapid 7: Stop Relocation at EB Pico/Beverly (/Newsroom/Service-Ale Civil Rights Title VI Policy The City of Santa Monica's Big Blue Bus (BBB) is committed to ensuring that no person is excluded from participation in, or denied benefits of, its services on the basis of race, color or national origin, as protected by Title VI of the Civil Rights Act of 1964, as amended. No person or group of person will be discriminated against with regard to fares, routing, scheduling or quality of transportation service that BBB furnishes on the basis of race, color or national origin. If you believe you have been discriminated against on the basis of race, color or national origin by the City of Santa Monica's Big Blue Bus, you may file a Title VI complaint by completing and submitting the Civil Rights Complaint form. The City of Santa Monica's Big Blue Bus investigates complaints received no more than 180 days after the alleged incident. Civil Rights Complaint Procedure In addition to Title VI of the Civil Rights Act of 1964, BBB also prohibits discrimination based on sex, age, disability, religion, medical condition, marital status or sexual orientation. If you believe you have been discriminated against on the basis of race, color, or national origin, sex, age, disability, religion, medical condition, marital status or sexual orientation by the City of Santa Monica's Big Blue Bus you may file a Civil Rights complaint by completing and submitting the Civil Rights Complaint Form. The City of Santa Monica Big Blue Bus investigates complaints received no more than 180 days after the alleged incident. How to File a Complaint You may file a signed, written complaint within one hundred and eighty (180) days of the date of alleged discrimination. The complaint should include the following information: Your name, address and how to contact you (e.g. telephone number, e-mail address, etc.) How, when, where and why you believe you were discriminated against. Include the location, names and contact information of any witnesses. Complaint Assistance: A City of Santa Monica Big Blue Bus Customer Relations representative will assist with writing a complaint if the complainant is unable to do so. See below for complete complaint procedure and printable complaint form. Civil Rights Complaint Form (/uploadedFiles/Content/About_BBB/Civil Rights Complaint Form_8.10.17.pdf) The complaint may be filed the following ways: By mail: Bridget Cade, Administrative Services Officer City of Santa Monica Big Blue Bus P.O. Box 2200 Santa Monica, CA 90407-2200 By email: bridget.cade@smgov.net (mailto:bridget.cade@smgov.net) By telephone: 310-451-5444 In person: 1444 4th St., Santa Monica, CA 90401 (https://www.bigbluebus.com/About-BBB/Main-Office.aspx) M - F: 7:30 a.m. - 5:30 p.m. Sat.: 12 p.m. - 6 p.m. (only phone assistance available) You may also file a complaint directly with either of the two following agencies: Federal Transit Administration Region IX (http://www.fta.dot.gov/about/region9.html) Civil Rights Officer 201 Mission Street, Suite 1650 San Francisco, CA 94105-1839 Federal Transit Administration Office of Civil Rights (https://www.transit.dot.gov/regulations-and- guidance/civil-rights-ada/civil-rightsada) Attention: Title VI Program Coordinator East Building, 5th Floor - TCR 1200 New Jersey Avenue SE Washington, DC 20590 About BBB Working Together (/About-BBB/Partnerships/Working-Together.aspx) Santa Monica College (/About-BBB/Partnerships/Santa-Monica-College.aspx)  (http://www.facebook.com/SM  (http://www.twitter.com/SMBig  (http://www.instagram.com/Big Ride Blue. Go Green. (/About-BBB/Ride-Blue--Go-Green-.aspx) Our Buses (/About-BBB/Our-Buses.aspx) Our History (/About-BBB/Timeline/Historical-Info/Our-History.aspx) Civil Rights (/About-BBB/Civil-Rights.aspx) For App Developers (/About-BBB/For-App-Developers.aspx) DBE Goal (/About-BBB/DBE-Goal.aspx) We're Going Zero Emissions! (/About-BBB/We-re-Going-Zero-Emissions!.aspx) Top of Page Email address  Sign Up Customer Service: (310) 451-5444 1444 4th Street, Santa Monica, California 90401 (/About-BBB/Main-Office.aspx) Copyright © 2019 Big Blue Bus All Rights Reserved Privacy Policy (http://www.smgov.net/privacy/) | Accessibility Policy (http://www.smgov.net/accessibility/) | Disclaimer (http://www.smgov.net/disclaimer/) (/) (http://smgov.net/) Limited engLish Proficiency PLan – Big BLUe BUs 1 santa monica Big BLUe BUs Limited engLish Proficiency PLan Limited engLish Proficiency PLan – Big BLUe BUs 2 Limited engLish Proficiency PLan – Big BLUe BUs Contents i Contents Santa Monica Big Blue BuS liMited engliSh Proficiency Plan . . . . . . . . . . . . .1 introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1 Purpose of the leP Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2 determination of need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2 language assistance Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10 Limited engLish Proficiency PLan – Big BLUe BUs ii Limited engLish Proficiency PLan – Big BLUe BUs 1 Santa Monica Big Blue Bus Limited English Proficiency Plan Introduction The City of Santa Monica is 8.6 square miles and is bordered by the City of Los Angeles and the Pacific Ocean. The Transit Services Division, the Big Blue Bus (BBB), is a line depart-ment of the City and has operated transit service since 1928. Transit services extend well beyond the city limits through-out the Westside of Los Angeles County covering a reserve service area of 52 square miles. BBB is a local fixed-route transit operator serving the City of Santa Monica and ad-jacent Westside communities including: Pacific Palisades, West Los Angeles, Brentwood, Westwood, University of Cali-fornia Los Angeles (UCLA), Cheviot Hills, South Robertson, Mid- City, Westchester, Marina del Rey, Venice, and Playa Vista, and providing regional connections to downtown Los Angeles, Los Angeles International Airport, LA Metro Blue, Red, Purple, Gold, and Green Line rail stations, Union Sta-tion, Metrolink, and Amtrak inter-city rail services.BBB currently operates a fleet of 196 vehicles. the 20 bus routes in- clude fixed-route local, limited-stop (Rapid), freeway express, commuter transit, and regularly-scheduled circulators that target particular com- munity needs. there are over 1,100 bus stops in the BBB service area, including approximately 360 within the City of santa Monica. Limited engLish Proficiency PLan – Big BLUe BUs 2 BBB provides transportation for over 70,000 passen- gers per day and has constant interactions with indi- viduals with varying degrees of ability to speak and/ or understand english. For this reason, BBB has developed this implementation Plan for a Language Assistance/Limited english Proficiency Plan. Purpose of the LEP Plan on August 11, 2000, President William J. Clinton signed executive order 13166, “improving Access to services for Persons with Limited english Proficien- cy,” which stated that recipients of Federal financial assistance must take reasonable steps to ensure meaningful access to their programs and activities for individuals who are limited-english proficient (LeP). the U.s. Department of transportation handbook, titled “implementing the Department of transpor- tation’s Policy Guidance Concerning Recipients’ Responsibilities to Limited english Proficient (LeP) Persons: A Handbook for Public transportation Pro- viders (April 13, 2007)” (hereinafter “Handbook”), further expanded on the 2000 executive order by stating that title Vi of the Civil Rights Act of 1964, 42 U.s.C. 2000d et seq., and its implementing regu- lations, provide that no person in the United states shall, on the grounds of race, color, or national ori- gin, be excluded from participation in, be denied the benefits of, or otherwise subjected to discrimination under any program or activity that receives Federal financial assistance (Handbook, page 5). the Handbook further adds that title Vi prohibits conduct that has a disproportionate effect on LeP persons because such conduct constitutes national origin discrimination (Handbook, page 5). LeP individuals, as defined by the 2010 United states Census, are any individuals who speak a language at home other than english as their primary lan- guage and who speak or understand english “not well” or “not at all.” individuals who have a limited ability to read, write, speak, or understand english are considered LeP individuals. in Los Angeles County, according to the 2010 U.s. Census records, approximately 26.4 percent of the County’s residents describe themselves as not able to communicate in english very well. this is equivalent to 2.4 million potential BBB passengers countywide who do not communicate well in english. BBB will take reasonable steps to ensure that all persons have meaningful access to its programs, services, and information at no additional cost. For many LeP individuals, public transit is a principal mode of transportation. it is therefore extremely im- portant that BBB is able to communicate effectively with all its riders, both LeP and non-LeP individuals alike. this provides safer, more reliable, and more convenient and accessible service for all the agency’s customers. For these reasons, BBB is committed to taking the following steps to ensure meaningful ac- cess for LeP individuals to this agency’s services. this plan will demonstrate the efforts that BBB has undertaken to make its service as accessible as possible to all persons irrespective of their ability to communicate in english. Additionally, BBB wel- comes any comments or suggestions that would further improve the effectiveness of this Plan and/ or our ability to communicate more effectively with our customers. Determination of Need in order to develop this policy, Big Blue Bus has fol- lowed the U.s. Department of transportation (Us- Dot) four-factor LeP analysis which considers the following factors: 1. the number proportion of LeP persons in the service area who may be served or are likely to encounter a BBB program, activity, or service. 2. the frequency with which LeP persons come in contact with BBB programs, activities, or services. 3. the nature and importance of programs, activities or services provided by BBB to the LeP population. Limited engLish Proficiency PLan – Big BLUe BUs 3 4. the resources available to BBB and overall cost to providing LeP assistance. this analysis helps determine whether BBB’s work is sufficient to ensure that service is accessible to all those who rely upon fixed-route service for their transportation needs. this plan will also include in- formation on future goals and tasks for BBB to pur- sue to improve its accessibility to LeP persons. FACTOR 1: The Number and Proportion of LEP Persons Served or Encountered in BBB’s Service Area An analysis of U.s. Census data provides a profile of LeP individuals in Los Angeles County. this data is used to determine the approximate number of LeP persons age 5 years or older. table 1 shows the num- ber and percent of persons who speak english “less than very well,” by language spoken at home, and who are age five and older in Los Angeles County. As indicated, 43.0 percent of the population speaks only english, while 26.4 percent of the population is considered limited english proficient. the remain- ing 36.4% speaks another language and english “very well.” the most commonly encountered LeP persons in the BBB service area speak spanish. spanish speakers represent 39.5 percent of the total population of Los Angeles County. 18.2 percent of the residents of Los Angeles County are spanish-speaking and limited english proficient. Because spanish is the most commonly spoken language (outside of english) used in Los Angeles County, BBB has developed much of its public lit- erature to be printed in english and spanish. BBB has also worked to hire individuals for the transit store who are capable of communicating effectively in both english and spanish. 8.2 percent of the total population of Los Ange- les County is limited english proficient and speaks neither english nor spanish. the most commonly spoken languages after english and spanish are: Chinese (3.9%), tagalog (2.4%), Korean (2.0%), and Armenian (2.0%). Language estimate % of total Population over 5 yrs old TOTAL 9,240,851 100% speak only english 3,977,701 43.04% speak another language and english “very well”2,825,094 30.58% speak english “less than very well”2,438,056 26.38% SPANISH OR SPANISH CREOLE 3,651,208 39.51% speak english “very well”1,966,044 21.28% speak english “less than very well”1,685,164 18.24% FRENCH 41,043 0.44% speak english “very well”34,564 0.37% speak english “less than very well”6,479 0.07% table 1: Language spoken at home by ability to speak english for Population 5 years and over Limited engLish Proficiency PLan – Big BLUe BUs 4 Language estimate % of total Population over 5 yrs old FRENCH CREOLE 3,027 0.03% speak english “very well”2,697 0.03% speak english “less than very well”330 0.00% ITALIAN 14,833 0.16% speak english “very well”11,684 0.13% speak english “less than very well”3,149 0.03% PORTUGUESE OR PORTUGUESE CREOLE 12,217 0.13% speak english “very well”9,686 0.10% speak english “less than very well”2,531 0.03% GERMAN 23,351 0.25% speak english “very well”20,302 0.22% speak english “less than very well”3,049 0.03% YIDDISH 2,890 0.03% speak english “very well”2,453 0.03% speak english “less than very well”437 0.00% OTHER WEST GERMANIC LANGUAGES 5,751 0.06% speak english “very well”4,593 0.05% speak english “less than very well”1,158 0.01% SCANDINAVIAN LANGUAGES 4,777 0.05% speak english “very well”4,119 0.04% speak english “less than very well”658 0.01% GREEk 5,900 0.06% speak english “very well”3,670 0.04% speak english “less than very well”2,230 0.02% RUSSIAN 49,168 0.53% speak english “very well”22,401 0.24% speak english “less than very well”26,767 0.29% POLISH 6,579 0.07% speak english “very well”4,888 0.05% speak english “less than very well”1,691 0.02% SERBO-CROATIAN 6,744 0.07% speak english “very well”5,848 0.06% speak english “less than very well”896 0.01% OTHER SLAVIC LANGUAGES 6,184 0.07% speak english “very well”4,449 0.05% speak english “less than very well”1,735 0.02% ARMENIAN 179,073 1.94% speak english “very well”88,939 0.96% speak english “less than very well”90,134 0.98% Limited engLish Proficiency PLan – Big BLUe BUs 5 Language estimate % of total Population over 5 yrs old PERSIAN 75,700 0.82% speak english “very well”46,416 0.50% speak english “less than very well”29,284 0.32% GUjARATI 12,660 0.14% speak english “very well”8,714 0.09% speak english “less than very well”3,946 0.04% HINDI 20,849 0.23% speak english “very well”16,504 0.18% speak english “less than very well”4,345 0.05% URDU 10,602 0.11% speak english “very well”6,647 0.07% speak english “less than very well”3,955 0.04% OTHER INDIC LANGUAGES 25,037 0.27% speak english “very well”13,916 0.15% speak english “less than very well”11,121 0.12% OTHER INDO-EUROPEAN LANGUAGES 12,880 0.14% speak english “very well”7,889 0.09% speak english “less than very well”4,991 0.05% CHINESE 355,907 3.85% speak english “very well”142,941 1.55% speak english “less than very well”212,966 2.30% jAPANESE 53,725 0.58% speak english “very well”27,670 0.30% speak english “less than very well”26,055 0.28% kOREAN 183,117 1.98% speak english “very well”72,116 0.78% speak english “less than very well”111,001 1.20% MON-kHMER, CAMBODIAN 30,372 0.33% speak english “very well”12,124 0.13% speak english “less than very well”18,248 0.20% HMONG 1,380 0.01% speak english “very well”988 0.01% speak english “less than very well”392 0.00% THAI 23,817 0.26% speak english “very well”8,128 0.09% speak english “less than very well”15,689 0.17% LAOTIAN 4,142 0.04% speak english “very well”2,105 0.02% speak english “less than very well”2,037 0.02% Limited engLish Proficiency PLan – Big BLUe BUs 6 Language estimate % of total Population over 5 yrs old VIETNAMESE 76,387 0.83% speak english “very well”29,321 0.32% speak english “less than very well”47,066 0.51% OTHER ASIAN LANGUAGES 24,074 0.26% speak english “very well”15,209 0.16% speak english “less than very well”8,865 0.10% TAGALOG 224,629 2.43% speak english “very well”148,856 1.61% speak english “less than very well”75,773 0.82% OTHER PACIFIC ISLAND LANGUAGES 24,993 0.27% speak english “very well”17,785 0.19% speak english “less than very well”7,208 0.08% N AVA j O 36 0.00% speak english “very well”0 0.00% speak english “less than very well”36 0.00% OTHER NATIVE NORTH AMERICAN LANGUAGES 424 0.00% speak english “very well”404 0.00% speak english “less than very well”20 0.00% HUNGARIAN 6,220 0.07% speak english “very well”3,822 0.04% speak english “less than very well”2,398 0.03% ARABIC 38,866 0.42% speak english “very well”23,870 0.26% speak english “less than very well”14,996 0.16% HEBREW 21,907 0.24% speak english “very well”17,604 0.19% speak english “less than very well”4,303 0.05% AFRICAN LANGUAGES 17,496 0.19% speak english “very well”12,966 0.14% speak english “less than very well”4,530 0.05% OTHER UNSPECIFIED LANGUAGES 5,185 0.06% speak english “very well”2,762 0.03% speak english “less than very well”2,423 0.03% Limited engLish Proficiency PLan – Big BLUe BUs 7 in order to ensure that LeP populations have suffi- cient access to BBB’s transit systems, it is important to determine where LeP populations are located and concentrated. identifying census tracts where the proportion of LeP persons exceeds the proportion of LeP persons in the population as a whole is an important part of this analysis. Figure 1, attached at the end of the document, shows the concentration of LeP populations in the census tracts served by Big Blue Bus, indicating that BBB adequately serves all areas of high LeP concentrations. FACTOR 2: Frequency of Contact of LEP Individuals With BBB’s Programs, Activities, and Services the Federal guidance for this factor recommends that agencies should, as accurately as possible, assess the frequency with which they have contact with LeP individuals from different language groups. the idea is that the more frequent the contact with a particular LeP language group, the more likely en- hanced services will be needed. in the case of Big Blue Bus, such in-person contact may take place by an LeP individual telephoning the customer service center or by interacting with a motor coach operator or transit store personnel. in August 2013, an LeP survey was distributed to BBB bus drivers and customer representatives in order to obtain information about frequency of con- tact with LeP individuals. of the total 33 surveys sent, 27 were completed by bus drivers, and 6 were completed by customer representatives for a 100 percent response rate. following are the highlights of the survey results: • on average, staff assist LeP customers on a dai- ly basis, with a range of 5 to 100 times per week. • spanish was reported as being by far the most frequent language encountered by staff. 32 of 33 respondents stated spanish as the most frequent language they encounter. every three years a Line by Line analysis is completed that includes gathering demographic information on riders. the last Line by Line completed in 2011 shows that 35 percent of riders identify as Hispanic. • Farsi is the language encountered second most regularly and was reported as being encountered up to 80 times in one week. Although Persians comprise less than one percent of the Los An- geles County population, they are concentrated more heavily within santa Monica. • Korean, Japanese, Chinese, and Armenian were reported as being encountered with a frequency of an average of 5 times per week. • French, italian, Arabic, Vietnamese, Russian, and tagalog were reported as being encoun- tered, but with little frequency. • 58 percent of respondents reported that they are able to speak another language, and 52 per- cent of respondents are qualified to translate another language. Reported languages spoken by staff are: spanish, Farsi, tagalog, Korean, and Malayalam. As demonstrated by the survey results, BBB bus drivers and customer service representatives have frequent contact with LeP individuals. these staff members take several steps to ensure LeP individu- als receive high-quality service. Bus drivers try their best to communicate with LeP individuals by using maps or sign language. they frequently ask other passengers on the bus for assistance with specific languages. Customer service representatives treat customers of all languages with the same attention and care and do their best to direct LeP individuals to representatives who speak their language. Limited engLish Proficiency PLan – Big BLUe BUs 8 FACTOR 3: The Nature or Importance of BBB Services, Programs, or Activities Provided to LEP Individuals A LeP person’s inability to effectively use public transportation may adversely affect his or her ability to obtain health care, education, or access to em- ployment. While public transit is not an essential service, such as police, fire, and medical emergency service, public transit is a key means of achieving mobility for many LeP persons. According to the 2011 American Community survey data, in Los Angeles County 13.8 percent of LeP per- sons aged 16 years or older claimed public transit as their primary means of transportation to work, compared with 4.2 percent of english speakers. Recent immigrants to the United states use public transit at higher rates than native-born adults, re- gardless of their english proficiency. therefore, LeP persons generally rely more heavily on public transit as their primary means of transportation than the general population. Language spoken Population Percent of Working Population Percent of Population that takes Public transportation Public transportation 314,747 7.31%100.00% speak only english 76,052 1.77%24.16% speak spanish:203,085 4.72%64.52% speak english “very well”55,656 1.29%17.68% speak english “less than very well”147,429 3.43%46.84% speak other languages:35,610 0.83%11.31% speak english “very well”44,929 1.04%14.27% speak english “less than very well”47,482 1.10%15.09% table 2 – those Who take Public transportation to Work by ability to speak english table 3 – means of transportation to Work by ability to speak english mode to Work english-speak-ing Percent of eng-lish speakers LeP Population Percent of LeP Population total population 1,826,767 100.00%1,200,337 100.00% Car, truck, or van 1,550,841 84.90%911,154 75.91% Public transportation 76,052 4.16%166,118 13.84% Walked 46,791 2.56%42,768 3.56% taxicab, motorcycle, bicycle, etc…37,252 2.04%29,110 2.43% Worked at home 115,831 6.34%51,187 4.26% Limited engLish Proficiency PLan – Big BLUe BUs 9 FACTOR 4: The Resources Available to BBB And The Costs of Providing LEP Assistance BBB is committed to ensuring that resources are used to reduce the barriers that limit access to its information and services by LeP persons. current language assistance measures used by BBB: 1. Four of the six Customer service staff mem- bers are bi-lingual in english and spanish. they are certified by way of a language test and are well-equipped to help LeP customers. 2. BBB offers translators at various community meetings held throughout the year. 3. telephone access offers connections to a spanish-speaking representative during nor- mal business hours. 4. Voice announcements regarding safety policies on the bus are spoken in english and spanish. 5. schedules, service change announcements, and interior cards containing fare and safety policies are printed in both english and span- ish. Additional materials are translated upon request. Community outreaCh 1. BBB works actively with community groups, centers for individuals with disabilities, senior Centers, and other organizations where partici- pants may benefit from fixed-route transporta- tion services. 2. staff members attend meetings to provide detailed information about BBB and answer questions from the public at identified commu- nity outreach locations. 3. Community outreach locations include: a . city of Santa Monica Main library b . Ken edwards center c . ucla ackerman Student union d . Santa Monica college e . neighborhood associations f . Seniors and disability commissions g . cinco de Mayo festival h . alt car expo i . SM festival j . Special outreach at high volume transfer points, for example, Pico rimpau center k . two hispanic stores that sell fare media for BBB – envios Montalban and chita Store BBB is committed to improving LeP access to infor- mation and services. A transit Community Relations Coordinator staff person working in the Government Limited engLish Proficiency PLan – Big BLUe BUs 10 and Community Relations Division has responsibility over translation services and oversees the portion of the budget dedicated to translation of communica- tions. Additionally, the Government and Community Relations Division recommended that the operations Division include provision of services to LeP patrons as part of their bus operator training. the operations Division is in the process of reviewing options for the best way an operator can assist LeP patrons in order to develop a training module. the Government and Community Relations Division is also reviewing op- tions on how to best assist LeP patrons who do not speak english or spanish and the best ways to train Customer service staff to assist these customers. Language Assistance Plan in developing a Limited english Proficiency Plan, FtA guidance recommends the implementation of a Language Assistance Plan, which includes the fol- lowing five elements: • identifying LeP individuals who need lan- guage assistance. • Providing language assistance measures. • training staff. • Providing notice to LeP persons of available non-english assistance. • Monitoring and updating the LeP Plan. 1) Identifying LEP Individuals Who Need Language Assistance Dot Guidance: “there should be an assessment of the number or proportion of LeP individuals eligible to be served or encountered and the frequency of encounters pursuant to the first two factors in the four-factor analysis.” the analysis under Factors 1 and 2 found that roughly 2.4 million LeP persons reside in Los Angeles County, comprising 26.4 percent of the population. 81.8 percent of all residents speak either english or spanish. therefore, BBB publishes important public documentation in english and spanish to address the community need. 2) Providing Language Assistance Measures Dot Guidance: “An effective LeP plan would likely include information about the ways in which lan- guage assistance will be provided.” As noted under Factor 4, BBB has many systems in place to provide LeP persons with non-english as- sistance. to reiterate, BBB offers translation ser- vices, spanish-speaking customer representatives, written materials printed in spanish, and safety policy announcements in spanish. BBB is in the process of creating a new web site fea- turing some key information translated to spanish and informing customers that translation services are available. More information in spanish will be available as the web site is updated in the future. BBB will ensure that marketing materials for upcom- ing projects are printed in both english and spanish. on on-board printed materials with pertinent rider information, BBB will post information in english, spanish, Farsi, Korean, Japanese, Chinese, and Ar- menian directing riders to a phone number whereby they can seek additional assistance with the lan- guage of their choice. in order to ensure that it best serves the needs of its LeP patrons, BBB will research language access services provided by other public agencies. 3) Training Staff Dot Guidance: “staff members should know their ob- ligations to provide meaningful access to information and services for LeP persons. An effective LeP plan would ensure that staff knows about LeP policies and procedures and that staff having contact with the pub- lic is trained to work effectively with interpreters.” Limited engLish Proficiency PLan – Big BLUe BUs 11 BBB will implement this element of the Language Assistance Plan by (1) identifying agency staff likely to come into contact with LeP individuals; (2) identi- fying existing staff training opportunities and provid- ing regular re-training for staff for dealing with LeP individual needs; and (3) designing and implement- ing LeP training for agency staff. Customer service staff have been trained on how to handle LeP customers, and spanish-speaking customer service representatives are available via phone or at the counter when the store is open for business. 4) Providing Notice to LEP Persons Dot Guidance: “once an agency has decided, based on the four factors, that it will provide language ser- vices, it is important that the recipient notify LeP persons of services available free of charge.” BBB can notify LeP persons by posting signs in in- take areas or entry points, stating in outreach docu- ments that language services are available, and us- ing an automated telephone voice mail system with different language options. BBB currently notifies LeP persons about existing services through community outreach efforts. BBB staff brings spanish-speaking representatives when they present at schools, festivals, libraries, and cul- tural centers about BBB’s service offerings. 5) Monitoring and Updating the LEP Plan Dot Guidance: “Recipients should, where appropriate, have a process for determining, on an ongoing basis, whether new documents, programs, services, and ac- tivities need to be made accessible for LeP individuals, and they may want to provide notice of any changes in services to the LeP public and to employees.” the BBB LeP Plan will need to be updated at the very latest once every three years upon updates to the existing census records for Los Angeles County. in order to evaluate the effectiveness of the LeP Plan, BBB will closely monitor the activity and experi- ence of LeP patrons. BBB will track both call-in and walk-in patrons to determine the number of patrons requiring referrals to outside translation services. BBB will continue to evaluate complaints regarding language access and ensure that the Government and Community Relations Manager receives these complaints. Finally, BBB will monitor traffic to the spanish language web page and feedback about its effectiveness. Closely examining all these factors will allow BBB to ensure it provides the best service possible to LeP patrons. BBB understands the value that fixed-route service can play in the lives of individuals who rely on this service. therefore, management is open to sugges- tions from customers of the service, BBB staff, other transportation agencies, and the general public. 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C e n s u s T r a c t s W h e r e t h e L E P P o p u l a t i o n i s A b o v e t h e B B B S e r v i c e A r e a A v e r a g e S o u r c e : C e n s u s 2 0 1 1 A C S 5 -y e a r S u r v e y O n A v e r a g e , 2 2 .0 % o f t h e P o p u l a t i o n r e s i d i n g i n t h e B i g B l u e B u s S e r v i c e A r e a * e x h i b i t s L i m i t e d E n g l i s h (L a n g u a g e ) P r o f i c i e n c y (L E P ) C e n s u s D e s i g n a t i o n : "S p e a k s E n g l i s h L e s s T h a n 'V e r y W e l l '" ß ß E X P O - b e g i n n i n g 2 0 1 5 L A M E T R O R a i l !(M B i g B l u e B u s N e t w o r k B B B (I -1 0 F r e e w a y S e g m e n t ) C i t y o f S a n t a M o n i c a map 1: Population exhibiting Limited english Proficiency Big Blue Bus Service, Design, Performance, and Evaluation Guidelines October 9, 2018 1 2 3 4 5     6       7    8         9   o  o  o o 10 11  o o o o  o 12 13    14      15      16       17                  18       19    20  o o o o  o o 21    22 23 24