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washingtonpost.com
A Gallaudet University student who is deaf wrote to describe the communications hurdles involved in riding the transit system. The writer compared his experiences this year with his first impressions of Metro.
Dear Dr. Gridlock:
I want to express my frustration as a Metro customer. When I was a freshman, I used Metro quite regularly. It was pretty efficient, quick, on time quite often, and communication was pretty good.
Fast forward: It has been a colossal nightmare. The first major delay [Metro Center platform rehabilitation on President's Day weekend] wasn't too bad, but the next one [switch replacement at Van Ness] was extremely frustrating.
I was at Friendship Heights when the switch work began, and despite my asking many Metro workers which way to go, nobody knew. And, Metro workers kind of ignored me and treated me like I wasn't important since I am deaf and cannot communicate well.
Finally, after confusion and uncertainty, I decided to take a taxi to Gallaudet. Then [on another weekend], I was stuck at Chinatown for 30 minutes, sitting on the floor, waiting for the Yellow Line to take me to Pentagon City.
The way back was slightly better, but the [electronic information displays] weren't reliable, and I ended up taking a bus back to Gallaudet. It was such a frustrating experience, and again, no Metro workers would help me.
Andrew Greenman
In further e-mail conversations about encounters with Metro staffers, Greenman said he sees the problem as mostly indifference. He said they look annoyed when he asks for a paper and pen, using gestures.
"When they answer my question, they usually write in shorthand, or don't even write at all (they point or talk to my face, despite the fact that I can't read lips)," he wrote.
"A few Metro workers are willing to answer questions and are friendly, but unfortunately a majority of them are pretty begrudging toward deaf people trying to ask questions."
"I don't expect perfection from the system, but they can do much, much better."
Advances in technology would help, and so would better responses on the part of Metro employees -- and the rest of us riders.
The transit authority does train its employees in assisting people with disabilities. "I really feel that the vast majority of our employees follow the guidance they're given," said Rikki Epstein, operations manager for Metro's Americans with Disabilities Act programs.
Test them.
"Whenever we hear issues from the public, we bring that information to the training program," Epstein said.
Metro also works with individuals and groups on improving their ability to get around. There are many visual clues -- the flashing lights on platforms, the movements of other passengers -- that can guide people through the transit system. "Be aware and observant of your surroundings," Epstein said.
She encourages people who need such assistance to get in touch with Metro's Office of ADA Programs by calling 202-962-1100 (202-962-2033 TTY) or sending an e-mail to adap@wmata.com.
Gallaudet is in the Trinidad neighborhood of Northeast Washington. There's a university shuttle to Union Station, making the Red Line a popular connecting point.
The university, with some aid from Metro, offers a variety of ways to help students navigate Washington, university spokeswoman Erin Casler said in an e-mail.
They include an orientation for new students that includes Metro. Group leaders guide students to a destination -- this year it will be the Newseum -- using public transportation.
The transit authority hopes to install a new generation of electronic signs in stations, offering more information about getting around and about dealing with emergencies.
Judy Harkins, director of the Technology Access Program at Gallaudet, noted some other upgrades in technology that would help: improved electronic signs within the rail cars to provide more information, expanded cellphone access in the underground stations and signs that show text versions of audio announcements.
But riders need to be ready to assist. "We encourage people to seek cues from other people, to ask questions of others," Epstein said. "Most riders are pretty familiar with the system and eager to help."
A Gallaudet University student who is deaf wrote to describe the communications hurdles involved in riding the transit system. The writer compared his experiences this year with his first impressions of Metro.
Dear Dr. Gridlock:
I want to express my frustration as a Metro customer. When I was a freshman, I used Metro quite regularly. It was pretty efficient, quick, on time quite often, and communication was pretty good.
Fast forward: It has been a colossal nightmare. The first major delay [Metro Center platform rehabilitation on President's Day weekend] wasn't too bad, but the next one [switch replacement at Van Ness] was extremely frustrating.
I was at Friendship Heights when the switch work began, and despite my asking many Metro workers which way to go, nobody knew. And, Metro workers kind of ignored me and treated me like I wasn't important since I am deaf and cannot communicate well.
Finally, after confusion and uncertainty, I decided to take a taxi to Gallaudet. Then [on another weekend], I was stuck at Chinatown for 30 minutes, sitting on the floor, waiting for the Yellow Line to take me to Pentagon City.
The way back was slightly better, but the [electronic information displays] weren't reliable, and I ended up taking a bus back to Gallaudet. It was such a frustrating experience, and again, no Metro workers would help me.
Andrew Greenman
In further e-mail conversations about encounters with Metro staffers, Greenman said he sees the problem as mostly indifference. He said they look annoyed when he asks for a paper and pen, using gestures.
"When they answer my question, they usually write in shorthand, or don't even write at all (they point or talk to my face, despite the fact that I can't read lips)," he wrote.
"A few Metro workers are willing to answer questions and are friendly, but unfortunately a majority of them are pretty begrudging toward deaf people trying to ask questions."
"I don't expect perfection from the system, but they can do much, much better."
Advances in technology would help, and so would better responses on the part of Metro employees -- and the rest of us riders.
The transit authority does train its employees in assisting people with disabilities. "I really feel that the vast majority of our employees follow the guidance they're given," said Rikki Epstein, operations manager for Metro's Americans with Disabilities Act programs.
Test them.
"Whenever we hear issues from the public, we bring that information to the training program," Epstein said.
Metro also works with individuals and groups on improving their ability to get around. There are many visual clues -- the flashing lights on platforms, the movements of other passengers -- that can guide people through the transit system. "Be aware and observant of your surroundings," Epstein said.
She encourages people who need such assistance to get in touch with Metro's Office of ADA Programs by calling 202-962-1100 (202-962-2033 TTY) or sending an e-mail to adap@wmata.com.
Gallaudet is in the Trinidad neighborhood of Northeast Washington. There's a university shuttle to Union Station, making the Red Line a popular connecting point.
The university, with some aid from Metro, offers a variety of ways to help students navigate Washington, university spokeswoman Erin Casler said in an e-mail.
They include an orientation for new students that includes Metro. Group leaders guide students to a destination -- this year it will be the Newseum -- using public transportation.
The transit authority hopes to install a new generation of electronic signs in stations, offering more information about getting around and about dealing with emergencies.
Judy Harkins, director of the Technology Access Program at Gallaudet, noted some other upgrades in technology that would help: improved electronic signs within the rail cars to provide more information, expanded cellphone access in the underground stations and signs that show text versions of audio announcements.
But riders need to be ready to assist. "We encourage people to seek cues from other people, to ask questions of others," Epstein said. "Most riders are pretty familiar with the system and eager to help."
