Inclusive Planning Steering

Committee--

Round 2November 13, 2019

Today’s Agenda

➢Welcome and Announcements

➢Presentation: The Vida Agency

➢Discuss: Project Workgroup Updates

➢Discuss: KCMC Meeting

➢Next Steps & Future Meetings

Introductions

➢Share with the group:

➢Your Name

➢Organization or stakeholder affiliation

➢Any relevant announcements

Our Mission

•Using an inclusive planning process, evaluate improve how people find and secure transportation in the region

•BORPSAT → BORPTA

Bunch Of Right People

Taking Action

Committee Guidelines• Be present

• Confidentiality

• Learn from each other

• Practice “both/and” thinking

• Speak your discomfort and your truth

• Listen for understanding

• Intent is different than impact

• Share from your own experience

• Monitor your airtime

Meeting Outcomes

➢By the end of this meeting, we will:

➢Assess project progress and strategies for ongoing project advancements;

➢Develop ideas and next steps for engaging the community; and

➢Decide presentation and activity goals for One-Call One-Click discussion at November King County Mobility Coalition meeting

MOBILITY FOR ALLINTERIVEWS TO INFORM THE

COMMUNITY TRANSIT NAVIGATOR PROGRAM

INTERVIEW SUBJECTS• Stakeholders involved in similar peer-to-peer modeled programs

• Community members and end-users

• Subjects noted the following affiliations:

• Transportation Resource Center, Harborview

• Old Friends Club

• Promotores, Department of Public Health

• Indian Association for Western Washington

• Alliance of People with Disabilities

• Valley Medical Center

• Support Groups, Dementia Caregives, Alzheimer's Association of Washington State

• Volunteer Rider Program, Sound Generations

• Cultural Navigator Program, CISC

• Southwest Youth and Families

• South Park Senior Center

• United Blind of Seattle

• Hopelink Travel Ambassador Program

• Washington Council of the Blind

• National Federation of the Blind

COMMUNITIES SERVED• Blind and Low-Vision

• Deaf

• Alzheimer’s and Dementia patient

• Caregiver

• Dependents

• Mobility impaired or those with wheelchairs

• ESL immigrants and refugees

• Undocumented residents

• Seniors

• Rurally-located

• Low-Income

• People with Disabilities

• People experiencing homelessness

PEOPLE WITH DISABILITIES

• Transit needs beyond medical appointments.• Challenges with Access and other peer-to-peer transit programs. • Isolation, particularly in rural areas, caused by lack of transit options or

information. • Essential Navigator traits: patience, listening, trustworthiness. • Difficulty in finding transit options for child dependents.• Temporary disabilities or recovery from surgery.

“We bought our home here based on transportation transit service, and

then the transit service went away for many years. So, we’re stuck with

that.”

“It's not financially feasible for a lot of folks to get their kids

transported…they don't have stability and aren't eligible for Access."

PEOPLE WITH VISION IMPAIRMENT OR BLINDNESS• Key difference in needs depending on a number of factors.• Advancements and opportunities through technology. • Oral resources, voice enabled tools.• Don’t assume end-users read Braille. • Trust and safety for end-users. • Structured Discovery, support beyond information.• Minimize steps to access information.

"The blind and low vision population is probably the biggest population of

people who I think can benefit from a Navigator."

“I have an app called One Bus Away, it’s an app for everybody, I think developed

by UW students. That one is a really good voice over app, so I can use that to see

if I can ride a bus or not.”

PEOPLE WITH ALZHEIMER’S AND DEMENTIA • Lack of viable transportation options.

• Acute in rural areas. • Buses, rideshares don’t work for them. • Need to get more places than medical appointments. • Not always eligible for services, support. • Access noted as unreliable.

• May experience anxiety or confusion en route to destination. • Isolated, unlikely to utilize transit on their own. • Most have caregivers, some require 24/7 care. • End-users may not retain transit information from Navigators. • Ride along assists are considered a helpful possibility. • Need for consistency in Navigators.

ENGLISH AS A SECOND LANGUAGE• Resources and support are not often available in native language. • Need for multi-lingual Navigators, resources in multiple languages. • Lack of trust is key barrier. • May not be aware of ORCA cards, or how they work. • Need for Navigators to speak slowly, provide information in the format,

language, and speed the end-user wants.

"Most of our client's access bus services, but even then, they may not be

aware beyond their one sort of primary bus line that they use to get from

wherever their living to work…but otherwise I think the rest of the system

is very closed off to them."

"If they are given a phone number to call to get a ride, but the person they

call is not culturally appropriate or can't respond or don't understand

them, that could be a challenge."

RESIDENTS THAT ARE

UNDOCUMENTED• High need to provide Navigator support to undocumented community. • Fear or lack of trust are primary barriers to access. • Subjects recommend reducing paperwork and not asking for personal

information. • Recruit Navigators that are undocumented, have existing relationships and

established trust. • Learn from the Promotores experience, peer-to-peer model.

"Because of that fear, that prevents them from seeking to look for help."

SENIORS• Overlaps with many other end-user groups. • Limited transit options have created a sense of isolation, loneliness.

Particularly acute in rural communities. • Bus transfers aren’t always feasible. • Aren’t always able to walk up a hill to a bus stop or pickup location. • Assistance may be needed in getting from their home to a car, or from a

drop-off to their ultimate destination. • Access is not always on time for pickups, or has cancelations. • Phone call wait times to receive assistance can take too long. • Subjects suggested going to seniors to provide information and training,

rather than expecting them to travel to a location for an event.

“Some people who have Access probably have a better chance of doing it

[going to community centers and meetings], but then they complain

because a lot of times these things are not on time, those kind of issues.”

DEMAND FOR PROGRAMPOSITIVE RESPONSE FROM SUBJECTS

• Desire to stay informed on CTN program development.

• Interest in assisting with dissemination and community awareness of program.

• Shared ideas for additional community members and stakeholders to interview.

"We would kill for the opportunity to have Navigators."

“I am 110% that this would be successful in our

community.”

INPUT ON APPROACHHOW CTN MIGHT LOOK• Simplify the steps to receive assistance

• Call center

• Ride-along

• Events

• Bus stops

• Within organizations and community centers

• To schools, youth

"Simplifying is the best thing. If it's hard to

do it once or twice, then they will never call a

third time.”

TRUST

CRITICAL FOR ALL END-USERS

• Between Hopelink and Navigators.

• Between Navigators and end-users.

• Previous perceptions of organizations like Hopelink.

• Groundwork through interviews.

• Navigators hired from within community served.

MARKETING & OUTREACH

CHANNELS• Word of mouth

• Mass mailings

• Next Door

• List Servs

• TV

• Radio

• Podcasts

• Social Media / Facebook

• Fliers

• Referrals

• Swag

• Community-based-org partnerships

PRODUCTS

• Print products

• Fliers.

• Bus stops.

• In-language resources.

• Email.

• Apps.

• Resources for Caregivers.

• Fact sheets that catch people’s eyes.

NAVIGATOR QUALITIES• Trustworthy

• Good communicators, interpersonal skills

• Strong listening skills

• Patient

• Multi-Lingual

• Organized

• Friendly

• Warm

• Diverse, representing a range of backgrounds

• Listening, integrate how people are comfortable with learning

• Experienced in community outreach

• Genuinely interested in helping others

• Walks the walk, takes transit and knows the systems

• “ORCA people”

• Engaged

• Curious to figure out solutions

• Comfortable asking people about how they prefer to receive information

“You really have to be nice and calm

and patient and listen to them in the

detail of what they want.”

“How about one innovative program

that says ‘we are going to pay

Promotores.’”

TRAININGAudience Needs

• Anti-Bias training.

• How to support individuals who are undocumented.

• How to support individuals who have had surgery recently.

• How to help individuals with dementia or Alzheimer’s when experiencing anxiety or confusion.

• Equip people to ask about how the client prefers to receive the information.

• Cultural knowledge about the community they’ll be serving.

Transit Knowledge

• Transit lines and routes that begin in Seattle but end outside of King County.

Logistics

• Host the training in the community where the support will be provided.

• Clear, hands on, and supportive so people feel comfortable and good about what they’re being

asked to do.

• If Navigators are recruited from severe mobility clients, someone restricted to their home,

important to bring training to them, into their home. Webinar options, on-site training.

COMPENSATION• Compensate Navigators, fairly and transparently.

• Volunteer vs paid.

• Most subjects suggested between $15-25/hour.

• Low end: Unpaid, volunteers.

• High end: $100/hr.

• Paying undocumented Navigators.

• Non-financial compensation:

• ORCA cards.

• Recognition.

• Gift cards.

“I think a reasonable hourly amount would be

fine. I don’t know, $20 an hour or something

like that. That would probably be adequate. Or

at least maybe matching what they are

making at their current jobs.”

“It’s meaningful to be celebrated among your

peers."

QUESTIONS?

Discussion:Project Workgroup Updates

Marketing and Outreach Charter

•WHY | Purpose:Unify transportation information and resources for the community;

Identify best practices for getting the word out; and

Create a peer-educator program for hardest-to-reach individuals to learn about transportation directly from their community.

Marketing and Outreach Charter

•Update:The Vida Agency just updated on their progress interviewing end-users and stakeholders

KCMC staff has been reaching out to contacts and scheduling interviews for other navigator model insights

One-Call/One-Click

•WHY | Purpose:Transportation options are confusing; and

There should be one number to call and one website/app to go to where the public can receive multi-modal trip planning or request a ride with any transportation provider in the region.

One-Call/One-Click

•Update:Prototype progress

Marketing delays

Feedback on more places to get immediate word out?

Feedback at sites so far has yielded important concerns

Inclusive Toolkit

•WHY | Purpose: Improve the inclusiveness of our coalition and partners; and

Sustainability plan for this project.

Inclusive Toolkit

•Update:First draft outline has been reviewed by workgroup

Progress has been made on how and what communities/organizations to include for reviewal and feedback

Discussion on performance metrics has been advanced

Discussion:KCMC Agenda

KCMC Agenda

• Around 1 hour dedicated to One-Call One-Click

Kevin will report on interviews and business plan (in person)

• What activities? Discussions? How should we break down this hour?

• What feedback do we want?

Next Steps

May ‘19 June July Aug Sept Oct Nov Dec Jan ’20

18th 5, 16, 26 11th 7, 18, 28 13th 5, 6, 11 8

We are here

Next Steps

•Immediate:Satisfaction surveyDistribute reimbursement

•Solidify:KCMC discussionJanuary 8th celebration meetingNext steeps for sustainabilitySurvey

Contact Information

• Staci Haber Director, Mobility Management

Shaber@hopelink.org

425-943-6769

• Cassidy Giampetro Program Supervisor, KCMC

CGiampetro@hopelink.org

425-943-6752