A new initiative focusing on accessibility is being trialed within the New York MTA system, featuring an app designed for deaf and hard of hearing individuals. This service allows users to quickly access a live sign language interpreter while interacting with station staff.
This innovative method enables any staff member at the Metropolitan Transit Authority to assist with inquiries and directions without requiring knowledge of American Sign Language (ASL).
CNET has reported that New York’s transit system has been selected for this trial due to its status as the busiest in the nation.
“No other transit system in all of North America handles the volume that we do, servicing over 6 million customers daily across our trains, buses, and railroads. We strive to provide services to everyone,” states chief accessibility officer Quemuel Arroyo. “Our customer base has various needs, making this case study essential and influential.”
According to Arroyo, MTA personnel are available in booths, near fare machines, and on platforms. However, it can be challenging for users who are deaf to communicate effectively with them.
The existing application, Convo Now, offers on-demand access to ASL interpreters, providing users with 20 minutes free each month, followed by a pay-per-minute model. The agreement with the MTA enables unlimited usage for riders when communicating with personnel.
Testing commenced today in select locations and will continue until November, after which the MTA will evaluate the feedback received and determine the next steps.
Currently, the service is accessible at the following locations:
NYC Transit Customer Service Centers:
- 161 Street-Yankee Stadium
- Atlantic Avenue-Barclays Center
- Times Square-42 Street
- Jackson Heights-Roosevelt Avenue
- St. George
Long Island Rail Road:
- Atlantic Terminal
- Babylon
- Grand Central Madison
- Jamaica
- Penn Station
- Ronkonkoma
Metro-North Railroad:
- Grand Central Terminal
- White Plains
Additional locations:
- Mobile sales operations (buses and vans)
- 3 Stone Street
Users can register in advance or look for Convo QR codes displayed in the designated areas.
Images: Martin Ceralde via Unsplash (top); MTA (bottom)
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