King County Metro’s American with Disabilities Act of 1990 (ADA) Paratransit Program provides shared rides on Access Transportation for people whose disability(ies) prevent them from using fixed route bus or light rail service. Access Transportation provided nearly 1 million trips last year, serving about 10,000 customers.

With the help of customers and advocates, King County Metro is scheduled to have a new contract to improve Access service beginning in August 2019.

Metro first asked for contractor proposals last year; however, Access riders and other stakeholders communicated their disappointment that they were not involved in the development of the Request for Proposals (FRP). They advocated for a more inclusive process.

At the direction of the King County Council, Metro paused the RFP process and formed a workgroup of riders, caregivers, members of organizations that serve people with disabilities, and staff from the King County Executive’s Office and the King County Council to further engage and listen to our stakeholders.

This workgroup and Access staff developed a list of key recommendations which will be included in the new contract. The result for customers will be better accountability and higher standards for on-time performance than Metro has under their current contracts. Metro will also have more financial incentives to encourage contractors to improve performance and customer service, as well as reduce costs and travel times – and disincentives if standards aren’t met.

Access has already has made some changes to improve service for customers including: improved on-time performance and scheduling policies, as well as strengthened contract management and accountability.

Access staff are committed to delivering high quality service. The experience they’ve had over the past year has served as a reminder of the value of pausing to listen to their customers. With the workgroup effort coming to a close, Access is supporting a new Access Task Force with more than 20 riders and advocates who will continue to hold them accountable and help improve the program.

Sometimes it just takes a little creativity and a few good resources to make it easier for an employee to do their job. For the past two decades, a small group of Transit Disability Services staff has been coming up with ideas to help Transit workgroups accommodate employees who have a medical condition, from bus drivers to office workers.

A study by the Job Accommodation Network in partnership with the West Virginia University School of Social Work, found that the majority of workplace accommodations employees need are either free or low cost. For Transit Disability Services, this often involves coordination with community resources.

When an employee wants to “try out” a device or item that may make their job a bit easier based on a medical condition, Transit Disability Services staff frequently work with Washington Assistive Technology Act Program (WATAP) at the University of Washington. The organization allows an individual to borrow a piece of equipment that may help them overcome their limitations on the job, such as a split keyboard, voice-activated computer software or other items that can help make a difference.

The Transit Disability group also works with Dan Nwaelele, Safety Officer with the Department of Human Resources, to perform ergonomic evaluations. Ergonomic evaluations can be something as easy as moving a desk or keyboard set up, but often can be more complex. This year alone, Dan has performed 67 evaluations for Transit employees. “As an ergonomist, I have a modest goal – to fit work to the employee regardless of his or her stature, work environment or equipment used,” said Dan. The effect is enhanced productivity as well as improved employee health.

But trying to find a new way of getting the job done can often be stressful at first. When an employee is going through a workplace issue that impacts their ability to perform their job, Disability Services staff often provide referrals to the Making Life Easier Program for assistance with personal issues or stress. Employees or family members can call a 24-hour phone number to be connected with a professional clinician in the community for up to eight free sessions of counseling. And sometimes, after all attempts to accommodate an employee in their current job have been made, it turns out that a different job is just a better fit based on a medical condition. In those cases, the County provides a path to more suitable employment under the King County Reassignment Program, which offers priority placement into a new job for which an employee is qualified. It is the best way to keep talented staff who have the kind of experience the County needs.

Regardless of which path the employee and the County take, the goal is always the same: to help the employee continue to pursue their passion for public service.