Title VI Plan

City of Chandler — Regular Meeting (2022-01-19)

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1 Title VI Policy Statement | Title VI Implementation Plan 2021 Update

Title VI Implementation
Plan for Transit Services

2021 Update

2 Title VI Policy Statement | Title VI Implementation Plan 2021 Update

Contents

Title VI Policy Statement ........................................................................................................................ 3
Title VI Notice to the Public .................................................................................................................... 4
Title VI Notice to the Public -Spanish ..................................................................................................... 5
Title VI Complaint Procedures ................................................................................................................ 6
Title VI Complaint Form ........................................................................................................................ 15
Title VI Investigations, Complaints and Lawsuits ................................................................................. 17
Public Participation Plan ....................................................................................................................... 18
Limited English Proficiency Plan ........................................................................................................... 24
Non-elected Committees Membership Table ...................................................................................... 29
Monitoring for Subrecipient Title VI Compliance ................................................................................. 30
Title VI Facility Equity Analysis ............................................................................................................. 31
Standards and Policies .......................................................................................................................... 32
Service and Fare Changes ....................................................................................................................... 0
Board Approval for the Title VI Program ................................................................................................ 0

3 Title VI Policy Statement | Title VI Implementation Plan 2021 Update

Title VI Policy Statement

The City of Chandler policy assures full compliance with Title VI of the Civil Rights act of
1964, the Restoration Act of 1987, and related statutes and regulations in all programs and
activities. Title VI states that “no person shall on the grounds of race, color, or national origin
be excluded from participation in, be denied the benefits of, or be otherwise subjected to
discrimination” under any City of Chandler sponsored program or activity. There is no
distinction between the sources of funding.

The City of Chandler also assures that every effort will be made to prevent discrimination
through the impacts of its programs, policies and activities on minority and low-income
populations. Furthermore, the City of Chandler will take reasonable steps to provide
meaningful access to services for persons with limited English proficiency.

When the City of Chandler distributes Federal-aid funds to another entity/person, the City
of Chandler will ensure all subrecipients fully comply with City of Chandler Title VI
Nondiscrimination Program requirements. The City Manager has delegated the authority to
Jason Crampton, Title VI Program Coordinator, to oversee and implement FTA Title VI
requirements.

______________________
Joshua Wright, City Manager

4 Title VI Notice to the Public | Title VI Implementation Plan 2021 Update

Title VI Notice to the Public

Notifying the Public of Rights Under Title VI
City of Chandler

The City of Chandler operates its programs and services without regard to race, color, or
national origin in accordance with Title VI of the Civil Rights Act of 1964. Any person who
believes she or he has been aggrieved by any unlawful discriminatory practice under Title VI may
file a complaint with the City of Chandler.

For more information on the City of Chandler’s civil rights program, and the procedures to file a
complaint, contact Sasha Pachito at 480-782-3440, (people with hearing impairments can use
Arizona Relay by dialing 7-1-1); email sasha.pachito@chandleraz.gov; or visit our administrative
office at 175 S. Arizona Ave. For more information, visit www.chandleraz.gov/transit

A complainant may file a complaint directly with the City of Phoenix Public Transit Department
or the Federal Transit Administration (FTA) by filing a complaint directly with the corresponding
offices of Civil Rights: City of Phoenix Public Transit Department: ATTN: Title VI Coordinator,
302 N. 1st Ave., Suite 900, Phoenix AZ 85003 FTA: ATTN: Title VI Program Coordinator, East
Building, 5th Floor-TCR 1200 New Jersey Ave., SE Washington DC 20590

If information is needed in another language, contact 480-782-3300. Para información en
Español, llame: Sasha Pachito, 480-782-3440

5 Title VI Notice to the Public - Spanish | Title VI Implementation Plan 2021 Update

Title VI Notice to the Public - Spanish

Aviso al Público Sobre los Derechos Bajo el Título VI
City of Chandler

La Ciudad de Chandler (y sus subcontratistas, si cualquiera) asegura cumplir con el Título VI de
la Ley de los Derechos Civiles de 1964. El nivel y la calidad de servicios de transporte serán
provistos sin consideración a su raza, color, o país de origen.

Para obtener más información sobre la Ciudad de Chandler’s programa de derechos civiles, y
los procedimientos para presentar una queja, contacte Sasha Pachito, 480-782-3440, (las
personas con discapacidades auditivas puedan marcar 7-1-1); o visite nuestra oficina
administrativa en 175 S. Arizona Ave. Para obtener más información, visite
www.chandleraz.gov/transit

El puede presentar una queja directamente con City of Phoenix Public Transit Department o
Federal Transit Administration (FTA) mediante la presentación de una queja directamente con
las oficinas correspondientes de Civil Rights: City of Phoenix Public Transit Department: ATTN
Title VI Coordinator 302 N. 1st Ave., Suite 900, Phoenix AZ 85003 FTA: ATTN Title VI Program
Coordinator, East Building, 5th Floor –TCR 1200 New Jersey Ave., SE Washington DC 20590

The above notice has been posted in the following locations: Chandler City Hall, 175 S. Arizona
Ave.; Chandler Park and Ride, 2100 S. Hamilton St.; Chandler Transit Center, 3334 W. Frye Rd.

This notice is posted online at www.chandleraz.gov/transit

6 Title VI Complaint Procedures | Title VI Implementation Plan 2021 Update

Title VI Complaint Procedures

The City of Chandler contracts with Valley Metro to provide all transit service in Chandler. The City
relies on Valley Metro customer service to process and investigate Title VI complaints. See the
below Valley Metro Title VI Complaint Procedures.

Title VI Complaint Procedures

Any person who believes that he or she has been excluded from participation in, been denied the
benefits of, or otherwise subjected to unlawful discrimination under any Valley Metro or City of
Phoenix service, program, or activity, and believes the discrimination is based upon race, color, or
national origin, may file a formal complaint with Valley Metro Customer Service or directly with the
City of Phoenix. This antidiscrimination protection also extends to the activities and programs of
Valley Metro’s and City of Phoenix’s third-party Transit Service Provider (TSP) contractors. Valley
Metro and the City of Phoenix use the Customer Assistance System (CAS) to capture all complaints
received for the regional transit system. Any such complaint must be filed within 180 days of the
alleged discriminatory act (or latest occurrence).

Valley Metro’s Title VI Complaint Form is located at the website:
https://www.valleymetro.org/form/title-vi-complaint-form

Complaints can also be submitted in writing using the Title VI complaint form, or by calling
Customer Service at (602) 253-5000, TTY: (602) 251-2039. Completed and signed forms should be
mailed to:
Regional Public Transportation Authority
4600 East Washington Street, Suite 101
Phoenix, AZ 85034
Email: csr@valleymetro.org
Phone: (602) 253-5000 TTY: (602) 251-2039

Procedures for Tracking and Investigating Title VI Complaints

Complaints received by Valley Metro Customer Service representatives or by the City of Phoenix Title VI
Coordinator will be documented and assigned to the appropriate Transit Service Provider (TSP)
(operator or administrator of the service) responsible for investigation in accordance with federal
standards (28 CFR Part 35 and FTA Circular 4702.1B). The TSP has 30 days to investigate each complaint.
If more information is needed to resolve the case, the TSP may contact the complainant and request
additional information. Complainants must provide additional information within 10 days of the request,
or the complaint may be deemed undeterminable and will be administratively closed. Cases may also be
administratively closed if a complainant informs Valley Metro or the City of Phoenix that they no longer
wish to pursue the complaint. Requests to close a complaint can be requested by phone, email or in

7 Title VI Complaint Procedures | Title VI Implementation Plan 2021 Update

writing (see contact information above). Complaints may be administratively closed for non-
responsiveness by the complainant.

Following the investigation, all complaints shall be concluded with a determination entered in the CAS
system. The determination entry shall state the investigation determined the complaint was valid,
invalid, or undeterminable. If the investigation determines the alleged Title VI complaint violations of
race, color or national origin discrimination are valid, a detailed corrective resolution to remedy the
situation shall be provided to the complainant. If the investigation results determine there was no
alleged Title VI discrimination based on race, color or national origin, the case will be closed. The
complainant shall be notified of the investigation results in the manner identified (email or phone). A
complainant can appeal the decision within 60 days of notification of the investigation results. Appeals
must be submitted to Valley Metro or the City of Phoenix.

All Title VI complaints and investigations are reviewed by Valley Metro, the Customer Service
Administrator (CSA), and City of Phoenix staff.

For more information on Valley Metro’s Title VI Program and procedures by which to file a complaint,
contact the Title VI Coordinator at (602) 322-4514.

For more information on the City of Phoenix’s Civil Rights Program and the procedures by which to file a
complaint, contact the Title VI Coordinator at (602) 262-7242.

Requesting Information
Note: To request information in alternative formats, please contact Customer Service at
csr@valleymetro.org or phone: (602) 253-5000 or City of Phoenix (602) 262-7242, TTY: (602) 251-2039

Tracking a Title VI Compliant
As complaints are received, they are logged into the CAS system. Within 24 to 48 hours of logging the
complaint, Valley Metro CSA assigns the complaint to the appropriate TSP for investigation and
documentation.

The TSP has 30 days to complete their investigation, including obtaining additional information needed
from the complainant to investigate or to resolve the case. The investigator will follow the complaint
process, and once the investigation is concluded, the case resolution will be documented in the CAS.

The CAS system is programmed to notify the CSA if a complaint has not been responded to within the
required time frame. Upon system notification, the CSA will send out a reminder notice to the
appropriate TSP that the case is not yet resolved or closed out.

Once the case has been resolved the complainant will receive a response in the manner identified.
Valley Metro and the City of Phoenix monitors the process monthly to ensure Title VI complaints are
fully investigated, adequately documented, and that the complainant was responded to in the manner
requested. Should an inaccuracy be found, Valley Metro and/or the City of Phoenix will work with CSA
and the appropriate TSP to reopen the complaint for further investigation until resolution or
completion.

8 Title VI Complaint Procedures | Title VI Implementation Plan 2021 Update

Investigating a Title VI Complaint
Each documented Title VI investigative report must address each of the “Five Federal Investigative”
steps found in 28 CFR, Part 35 and FTA Circular 4702.IA. The seven steps are:

STEP ONE: The TSP will review the complaint information entered into CAS by Valley Metro Customer
Service staff. Any new issues identified during the investigation should also be documented in CAS.

STEP TWO: Interviews and collections of facts.
• TSP identifies respondents to interview, if needed.
• TSP interviews respondents identified and documents details from the interviews in CAS.
• Investigate every “issue” (stated in the “statement of issues noted in step one).
• Separate facts from opinions. “Respondent” is not confined to the transit vehicle operator.
“Respondent” is defined as any source of information that can contribute to the investigation, such as:
• Complainant
• Operator
• Radio/Dispatch/OCC reports
• Maintenance staff
• City Transit staff
• Witnesses
• Other transit employees

The TSP identified, collects, and reviews other information and/or documents that provide facts for the
investigation. Any applicable information is to be documented in CAS. Documents to review can include:
• GPS tracking software and programs
• Maintenance records
• Spotter reports
• Video (camera) and/or audio recordings
• Courtesy cards
• Incident reports (supervisor, transit police, fare/security inspectors)
• Route history
• Other documents deemed appropriate by the TSP

STEP THREE: TSP documents pertinent regulations, rules, policies, and procedures that apply to the
investigation in CAS under the case number assigned.

Pertinent regulations, rules, policies, and procedures may include:
• Title VI requirements
• Company rules and procedures
• Valley Metro and City of Phoenix policies and service standards
• Contractual requirements

STEP FOUR: Complaint Determination.
• TSP compares each fact from “findings of fact” to the list of regulations, rules, etc.
• TSP makes a fact-based determination of alleged violation(s).

9 Title VI Complaint Procedures | Title VI Implementation Plan 2021 Update

STEP FIVE: Description of resolution for each valid violation.
• TSP describes specific corrective actions for each violation found
• TSP documents follow-up action, if applicable
• TSP documents the complaint resolution in CAS TSP

Complaint Resolution(s):
• Must include specific complaint resolutions for each valid violation noted.
• Document a follow-up action plan, where applicable.
• If no valid violations are found, note policies, procedures, etc. reviewed during the investigation and
with transit operator.
• Documented complaint information should always include staff initials, title, and dates.

Response to Customer
TSP will respond to the Customer in the manner identified and will document the response provided in
CAS under the case number assigned.

10 Title VI Complaint Procedures | Title VI Implementation Plan 2021 Update

Procedimientos de Quejas del Título VI

¿Qué es el Título VI?

El Título VI es una sección del Decreto de los Derechos Civiles de 1964 que requiere que “ninguna
persona en los Estados Unidos deberá, basándose en su raza, color u origen nacional, ser excluida de
participar en, ser denegada de los beneficios de, o verse sujeta a discriminación bajo cualquier programa
o actividad recibiendo asistencia financiera federal.”

¿Cómo registro una queja?

Cualquier persona que crea que ha sido excluida de la participación en, se le hayan denegado los
beneficios de, o de otra manera se haya visto sujeta a discriminación ilegal bajo cualquier servicio,
programa o actividad de Valley Metro o de la Ciudad de Phoenix, y crea que la discriminación se basa en
raza, color u origen nacional, puede registrar una queja formal con el Servicio al Cliente de Valley Metro
o directamente con la Ciudad de Phoenix. Esta protección antidiscriminatoria también se extiende a las
actividades y los programas de los contratistas terceros Proveedores de Servicios de Transporte (TSP por
sus siglas en inglés) de Valley Metro y la Ciudad de Phoenix. Valley Metro y la Ciudad de Phoenix usan el
Sistema de Asistencia al Cliente (CAS por sus siglas en inglés) para capturar todas las quejas recibidas por
el sistema regional de transporte. Cualquier queja de este tipo debe registrarse dentro de los 180 días
del presunto acto discriminatorio (o de la última vez que haya ocurrido).

Para enviar una queja en línea, llene la forma de quejas en línea en el siguiente enlace:
www.valleymetro.org/form/title-vi-complaint-form

Las quejas también se pueden registrar por escrito usando la forma de quejas del Título VI, ó llamando a
Servicio al Cliente al (602) 253-5000, TTY: (602) 251-2039. Las formas llenas y firmadas se deben enviar
por correo postal a:

Regional Public Transportation Authority 4600 East Washington Street, Suite 101
Phoenix, AZ 85034
Correo electrónico: csr@valleymetro.org Teléfono: (602) 253-5000
TTY: (602) 251-2039

La forma de la queja se encuentra en nuestro sitio web: https://www.valleymetro.org/about/civil-rights

Para registrar una queja directamente con la Ciudad de Phoenix:

Attention: Title VI Coordinator
City of Phoenix Public Transit Department 302 N. 1st Avenue, Suite 900
Phoenix, AZ 85003

Correo electrónico: PHXTransitEO@phoenix.gov Teléfono: (602) 262-7242
https://www.phoenix.gov/publictransit/title-vi-notice

11 Title VI Complaint Procedures | Title VI Implementation Plan 2021 Update

Los individuos también pueden registrar quejas directamente con la Administración Federal de
Transporte (FTA por sus siglas en inglés) dentro de un período de tiempo de 180 días:

Federal Transit Administration (FTA) Attention: Title VI Coordinator
East Building, 5th Floor –TCR 1200 New Jersey Avenue, SE Washington, D.C. 20590

Servicio al Cliente

Las quejas recibidas por los representantes de Servicio al Cliente de Valley Metro o por el Coordinador
del Título VI de la Ciudad de Phoenix serán documentadas y asignadas al Proveedor de Servicios de
Transporte (TSP por sus siglas en inglés) (operador o administrador del servicio) apropiado responsable
de la investigación en conformidad con los estándares federales (28 CFR Parte 35 y Circular 4702.1B de
la administración FTA). El proveedor TSP tiene 30 días para investigar cada queja. Si se necesita más
información para resolver el caso, el proveedor TSP puede ponerse en contacto con el/la reclamante y
solicitar información adicional. Los reclamantes deben proporcionar la información adicional dentro de
los 10 días posteriores a la solicitud o la queja puede considerarse indeterminable y se cerrará
administrativamente. Los casos también se pueden cerrar administrativamente si un/a reclamante
informa a Valley Metro o a la Ciudad de Phoenix que ya no desea continuar con la queja. Las solicitudes
para cerrar una queja se pueden hacer por teléfono, por correo electrónico o por escrito (vea arriba la
información de contacto). Las quejas se pueden cerrar administrativamente si el/la reclamante falle en
responder.

Después de la investigación, todas las quejas deberán ser concluidas con una determinación ingresada al
sistema CAS. La entrada de la determinación deberá indicar que la investigación determinó que la queja
era válida1, inválida2 ó indeterminable3. Si la investigación determina que las presuntas infracciones de la
queja bajo el Título VI de discriminación por raza, color u origen nacional son válidas, se deberá proveer
al/la reclamante una resolución correctiva detallada para remediar la situación. Si los resultados de la
investigación determinan que no hubo una presunta discriminación bajo el Título VI basada en raza,
color u origen nacional, el caso se cerrará. El/la reclamante deberá ser notificado/a de los resultados de
la investigación en la forma identificada (correo electrónico o teléfono). Un/a reclamante puede apelar
la decisión dentro de los 60 días siguientes a la notificación de los resultados de la investigación. Las
apelaciones se deben enviar a Valley Metro o a la Ciudad de Phoenix.

Todas las quejas e investigaciones del Título VI son revisadas por Valley Metro, el Administrador de
Servicio al Cliente (CSA por sus siglas en inglés), y el personal de la Ciudad de Phoenix.

Para más información sobre el Programa del Título VI de Valley Metro y los procedimientos para
registrar una queja, llame al Coordinador del Título VI al (602) 322- 4514.

1Válida: basadas en los hechos, vinculante, aceptable, ejecutable
2 Inválida: nula e inválida, inaceptable, inejecutable
3 Indeterminable: incapaz de llegar a una decisión, asentada, o solucionada; no es determinable

12 Title VI Complaint Procedures | Title VI Implementation Plan 2021 Update

Para más información sobre el Programa de Derechos Civiles de la Ciudad de Phoenix y los
procedimientos para registrar una queja, llame al Coordinador del Título VI al (602) 262-7242.

Solicitando Información

Nota: Para solicitar información en formatos alternativos, por favor comuníquese con Servicio al Cliente
en csr@valleymetro.org o por teléfono: (602) 253-5000 ó con la Ciudad de Phoenix al (602) 262-7242,
TTY: (602) 251-2039

Rastreando Una Queja del Título VI

A medida que se van recibiendo las quejas, éstas son ingresadas al sistema CAS. Dentro de 24 a 48 horas
de registrar la queja, el administrador CSA de Valley Metro asigna la queja al proveedor TSP apropiado
para su investigación y documentación.

El proveedor TSP tiene 30 días para completar su investigación, incluyendo la obtención de la
información adicional necesaria del/la reclamante para investigar o para resolver el caso. El investigador
seguirá el proceso de quejas, y una vez que concluya la investigación, la resolución del caso se
documentará en el sistema CAS.

El sistema CAS está programado para notificarle al administrador CSA si una queja no ha sido contestada
dentro del plazo requerido. Tras la notificación del sistema, el administrador CSA enviará un aviso de
recordatorio al proveedor TSP correspondiente de que el caso aún no se ha resuelto o cerrado.

Una vez resuelto el caso, el/la reclamante recibirá una respuesta en la forma identificada.

Valley Metro y la Ciudad de Phoenix monitorean el proceso mensualmente para asegurar que las quejas
del Título VI se investiguen a fondo, se documenten adecuadamente, y se le conteste al/la respondiente
de la manera solicitada. En caso de que se encuentre un error, Valley Metro y/o la Ciudad de Phoenix
trabajarán con el administrador CSA y el proveedor TSP apropiado para volver a abrir la queja para una
investigación adicional hasta su resolución o finalización.

Investigando Una Queja del Título VI

Cada reporte de investigación documentado del Título VI debe abordar cada uno de los “Cinco Pasos de
Investigaciones Federales” que se encuentran en 28 CFR, Parte 35 y la Circular 4702.IA de la
administración FTA. Los siete pasos son:

PASO UNO: El proveedor TSP revisará la información de la queja ingresada al sistema CAS por el
personal de Servicio al Cliente de Valley Metro. Cualquier nuevo asunto identificado durante la
investigación también se debe documentar en el sistema CAS.

PASO DOS: Entrevistas y recolecciones de los hechos.
•
El proveedor TSP identifica a los respondientes a ser entrevistados, si es necesario.

13 Title VI Complaint Procedures | Title VI Implementation Plan 2021 Update

•
El proveedor TSP entrevista a los respondientes identificados y documenta los detalles de las
entrevistas en el sistema CAS.
•
Se investiga cada “asunto” (indicado en la declaración de asuntos que se indica en el paso uno).
•
Se separan los hechos de las opiniones.

El/la “respondiente” no se limita al/la conductor/a del vehículo de transporte. El/la “respondiente” se
define como cualquier fuente de información que pueda contribuir a la investigación, tal como:

•
Reclamante
•
Conductor/a
•
Reportes de radio/despacho/OCC
•
Personal de mantenimiento
•
Personal de Transporte de la Ciudad
•
Testigos
•
Otros empleados de transporte

El proveedor TSP identifica, recopila, y revisa otra información y/o documentos que provean los hechos
para la investigación. Cualquier información aplicable se debe documentar en el Sistema CAS. Los
documentos por revisar pueden incluir:

•
Software y programas de rastreo GPS
•
Registros de mantenimiento
•
Reportes de observador “Spotter”
•
Grabaciones de video (cámara) y/o audio
•
Tarjetas de cortesía
•
Reportes
de
incidentes
(supervisor,
policía de
transporte,

inspectores
de pasajes/seguridad)
•
Historial de la ruta
•
Otros documentos que el proveedor TSP considere apropiados

PASO TRES: El proveedor TSP documenta las regulaciones, reglas, normas, y procedimientos pertinentes
que sean aplicables a la investigación en el sistema CAS bajo el número de caso asignado.
Las regulaciones, reglas, normas y procedimientos pertinentes pueden incluir:
•
Requerimientos del Título VI
•
Reglas y procedimientos de la compañía
•
Normas y estándares de servicio de Valley Metro y la Ciudad de Phoenix
•
Requerimientos contractuales

PASO CUATRO: Determinación de la queja.
•
El proveedor TSP compara cada hecho de “hallazgos de hechos” con la lista de regulaciones,
reglas, etc.
•
El proveedor TSP hace una determinación basada en hechos de la/s presunta/s infracción/es.

PASO CINCO: Descripción de la resolución para cada infracción válida.

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•
El proveedor TSP describe las acciones correctivas específicas para cada infracción que haya sido
encontrada
•
El proveedor TSP documenta la acción de seguimiento, si es aplicable
•
El proveedor TSP documenta la resolución de la queja en el sistema CAS

Resolución/es de Quejas del Proveedor TSP:

•
Debe incluir resoluciones específicas a las quejas para cada infracción válida anotada.
•
Documentar un plan de acción de seguimiento, cuando sea aplicable.
•
Si no se encuentran infracciones válidas, anotar las normas, los procedimientos, etc. revisados
durante la investigación y con el/la conductor/a de transporte.
•
La información documentada de la queja siempre debe incluir las iniciales del personal, el título,
y las fechas.

Respuesta al/la Cliente

El proveedor TSP le contestará al/la Cliente de la manera identificada y documentará la respuesta
provista en el sistema CAS bajo el número de caso asignado.

15 | Title VI Implementation Plan 2021 Update

Title VI Complaint Form

16 Title VI Complaint Form | Title VI Implementation Plan 2021 Update

17 Title VI Investigations, Complaints and Lawsuits | Title VI Implementation Plan
2021 Update

Title VI Investigations, Complaints and
Lawsuits

 The City of Chandler has not had any Title VI complaints, investigations, or lawsuits in 2018-
2021.

Description/Name
Date (Month,
Day, Year)
Summary
(include basis of
complaint: race,
color, national
origin or
disability)
Status
Action(s) Taken
(Final findings?)
Investigations

Lawsuits

Complaints

18 | Title VI Implementation Plan 2021 Update

Public Participation Plan
City of Chandler
Public Participation
Plan

19 Public Participation Plan | Title VI Implementation Plan 2021 Update

The City of Chandler is engaging the public in its planning and decision-making processes, as well as
its marketing and outreach activities. The public will be invited to participate in the process whether
through public meetings or surveys.

As an agency receiving federal financial assistance, the City of Chandler made the following
community outreach efforts over the past three years. Example documentation of some of these
public outreach efforts is included in Attachment 1: Public Outreach Efforts.

1. OCTOBER 2019 SERVICE CHANGES

Route 104 was changed to add additional weekday night service.

2. APRIL 2020 SERVICE CHANGES
The City of Chandler modified Route 542 to better serve riders. Public Outreach was done, and the
majority of respondents were in favor of the route changes.

Due to the COVID-19 Pandemic, there were services changes to Express Routes 541 and 542.

3. OCTOBER 2020 SERVICE CHANGES

Restored half of the COVID-19 eliminated services on Routes 541 and 542.

4. COVID-19 CHANGES
Several changes were made due to the COVID-19 Pandemic. These changes were initiated by Valley
Metro. The City of Chandler posted notices at stops. Some of these changes included:
•
Face Masks
•
Backdoor boardings
•
Enhanced vehicle cleaning

5. OTHER BUS SERVICE CHANGES
With any proposed bus service change, Valley Metro conducts a thorough public outreach process,
including multiple public meetings and a public hearing. Please see the Valley Metro Public
Participation Plan for more details on Valley Metro’s public outreach process. Additionally, Chandler
staff assists with the process by conducting rider surveys for major service changes and by posting
notices on bus stops.

6. VALLEY METRO PUBLIC PARTICIPATION PLAN
As the operator for all Chandler funded transit service, Valley Metro plays an important role in the
public outreach for transit planning and service changes in Chandler. Please see the Valley Metro
2021 Title VI Program to see the full Valley Metro Public Participation Plan.

7. ARIZONA AVENUE ALTERNATIVES ANALYSIS (AAAA)

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The AAAA analyzed Arizona Avenue’s long-term potential as a high-capacity transit corridor and will
include recommendations for transit and land use improvements to strengthen Arizona Avenue as a
transit corridor. This study was completed in June 2021.

As a part of the public outreach, the study incorporated the following in the Public Involvement Plan:
•
Develop a list of stakeholders and hold stakeholder meetings
•
Engage community leaders
•
Meet with key groups (neighborhood associations, religious organizations, civic groups,
business groups, etc.)
•
Conduct public meetings/ open houses
•
Develop a web page and update throughout the course of the study
•
Conduct online survey
•
Email notifications of study materials
•
Development of a study stakeholder database to keep contact information and
communication records.

AAAA Website:

8. TRANSPORTATION MASTER PLAN UPDATE
The City’s Transportation Master Plan update began in 2019. The City updated plans for roadways,
bike and pedestrian infrastructure, public transit, and emerging transportation technologies. As a
part of the update, an extensive public outreach process was developed and implemented.

As a part of the public outreach, the study incorporated the following:
•
Develop a list of stakeholders and hold stakeholder meetings
•
Engage community leaders

21 Public Participation Plan | Title VI Implementation Plan 2021 Update

•
Meet with key groups (neighborhood associations, religious organizations, civic groups,
business groups, etc.)
•
Conduct public meetings/ open houses
•
Develop a web page and update throughout the course of the study
•
Conduct online survey

Example of public outreach efforts can be found in Appendix 1. The online survey included
questions on transit, for example:

22 Public Participation Plan | Title VI Implementation Plan 2021 Update

9. PRICE ROAD FLEXIBLE TRANSIT STUDY
The Price Road Flexible Transit study was completed in November 2021. This study formed the
foundation of recommendations for flexible transit options, namely, microtransit. As a part of the
study, an extensive public outreach process was developed and implemented.

As a part of the public outreach, the study incorporated the following:
•
Online public meetings
•
Online surveys, online comment maps, and phone and email contact with community
outreach staff.
•
Social media outreach through Facebook and NextDoor apps.

An example of a Facebook post that invited individuals to an online public meeting:

23 Public Participation Plan | Title VI Implementation Plan 2021 Update

An example of the survey and its results:

10. OTHER OUTREACH
Additionally, as service changes are proposed, Chandler and/ or Valley Metro will conduct public
outreach and hold public meetings to ensure public involvement is conducted before any changes
are approved. Additionally, the City of Chandler will continue posting notices (in English and Spanish)
at all bus stops for any actions that could affect service at that stop, including but not limited to:
temporary stop closure, stop relocation, service change at affected stop, proposed service change at
affected stop.

Some of these notices include:
•
Annual City of Chandler Parade of Lights, RT 112 and RT 156 Detour
•
COVID-19 Route Changes to RT 541 and RT 542
•
COVID-19 Mask Policy notice
•
RT 81 Route Detour due to Chandler Transit Center re-paving
Public Meetings:

(1) Public meetings are scheduled to increase the opportunity for attendance by stakeholders
and the general public. This may include scheduling meetings during non-traditional
business hours, holding more than one meeting at different times of the day or on different
days, and checking other community activities to avoid conflicts.

(2) When a public meeting or public hearing is focused on a planning study or program related
to Chandler or the Southeast Valley, the meeting or hearing is held within Chandler or the
Southeast Valley.

(3) Public meetings are held in locations accessible to people with disabilities and at least one
public meeting in a series is located near one or more transit routes.

24 Limited English Proficiency Plan | Title VI Implementation Plan 2021 Update

Limited English Proficiency Plan
City of Chandler
Limited English Proficiency Plan

25 Limited English Proficiency Plan | Title VI Implementation Plan 2021 Update

The City of Chandler has developed the following Limited English Proficiency (LEP) Plan to help
identify reasonable steps to provide language assistance for LEP persons seeking meaningful access
to City of Chandler services as required by Executive Order 13166. A Limited English Proficiency
person is one who does not speak English as their primary language and who has a limited ability to
read, speak, write, or understand English.

This plan details procedures on how to identify a person who may need language assistance, the
ways in which assistance may be provided, training to staff, notification to LEP persons that
assistance is available, and information for future plan updates. In developing the plan while
determining the City of Chandler’s extent of obligation to provide LEP services, the City of Chandler
undertook a U.S. Department of Transportation four-factor LEP analysis which considers the
following:

1)
The number or proportion of LEP persons eligible in the City of Chandler service area who
may be served or likely to encounter City of Chandler transit program, activities, or
services.

According to the American Community Survey, 96.6% of Chandler households are not considered a
Limited English Speaking Household. Approximately 1.8% of Chandler’s population speaks Spanish
and is considered a Limited English Speaking Household. Approximately 1.6% of Chandler’s
population speaks some other language and is considered a Limited English Speaking Household.

City of Chandler Limited English Proficiency Population

Estimate
Percent of Total

Total City of Chandler Households
91,216
100.0%
Speak English
66,758
73.2%
Speak Spanish:
11,983
13.1%
Non-Limited English Speaking Household
10,324
11.3%
Limited English Speaking Household
1,659
1.8%
Speak other languages:
12,475
13.7%
Non-Limited English Speaking Household
10,998
12.1%
Limited English Speaking Household
1,477
1.6%
Source: U.S. Census Bureau, 2019: American Community Survey 5- year Estimate

These statistics show that there is a considerable small but somewhat significant number of Spanish
speaking households that are considered to have limited English proficiency. While there are some
speakers of other languages that have limited English proficiency, the combined number of all other

26 Limited English Proficiency Plan | Title VI Implementation Plan 2021 Update

languages is less than that of Spanish speakers, indicating a much more significant need for
communication in English and Spanish than other languages.

Valley Metro’s Language Assistance Plan within the Valley Metro 2021 Title VI Program provides a
broader and more in-depth analysis of the Phoenix metro area, which is relevant because many
passengers of Chandler funded transit services are residents of other cities in the Phoenix metro
area.

2) The frequency with which LEP individuals come in contact with City of Chandler transit
services;

Approximately 7.6% of all workers speak a language other than English but do not speak English
very well. Approximately 1.6% of public transportation commuters do not speak English “very well”.

LEP Among Public Transportation Commuters in Chandler

Estimate
Percent of
Total Workers
Percent of Public
Transportation
Commuters
Total Workers in Chandler
136,300
100.0%
NA
Commuted by Public Transportation
1,607
1.2%
100.00%
Speak only English
1,207
77.8%
75.1%
Speak Other Language:
326
24.9%
20.3%
Speak English "very well"
300
17.3%
18.7%
Speak English less than "very well"
26
7.6%
1.6%
Source: U.S. Census Bureau, 2019: American Community Survey 5- year Estimate

These results show a small proportion of public transportation users that speak another language
while speaking English less than “very well”. Given the fairly high proportion of Spanish speakers in
Chandler overall that speak English less than “very well”, however, there may still be a need to
provide Spanish language communications for Chandler residents and public transportation users.

Additionally, Valley Metro’s Language Assistance Plan provides a broader analysis of the Phoenix
metro area, which is relevant because many passengers of Chandler funded transit service are
residents of other cities in the Phoenix metro area.

27 Limited English Proficiency Plan | Title VI Implementation Plan 2021 Update

3) The nature and importance of the program, activities or services provided by the City of
Chandler transit to the LEP population; and

The transit system is important to the LEP population, and communications regarding the transit
system is equally important.

For this factor of the 4-factor analysis, Chandler is relying on Valley Metro’s analysis. Please see the
Valley Metro 2021 Title VI Program to see the Valley Metro analysis.

4) The resources available and overall costs to provide LEP assistance.

The City of Chandler funds transit service, which is operated by Valley Metro. Since Valley Metro is
the sole operator of Chandler bus service, Chandler relies on Valley Metro to conduct the majority
of communications with passengers of Chandler-funded bus service. Thus, the majority of the
resources and costs associated with this outreach are outlined in Valley Metro’s Language
Assistance Plan.

Language Assistance Plan

A statement in Spanish will be included in all public outreach notices. Every effort will be made to
provide vital information to LEP individuals in the language requested.

The City of Chandler has multiple bilingual employees, including an employee in the Transportation
Policy Division, that can assist Spanish-speaking residents. All notices posted at bus stops are in
English and Spanish. When the City holds public meetings relating to transit, the City posts an
advertisement in the local Spanish newspaper. Additionally, the City has bilingual staff available at
the meeting.

Valley Metro is the operator for all Chandler-funded transit services, and thus, the City of Chandler
relies on Valley Metro’s assistance in reaching out to LEP individuals. Please see the Valley Metro
2021 Title VI Program to see the full Valley Metro Language Assistance Plan.

Safe Harbor Provision

The City of Chandler complies with the Safe Harbor Provision, as evidenced by the number of documents
available in the Spanish language. With respect to Title VI information, the following shall be made
available in Spanish:

(1) Title VI Notice
(2) Complaint Procedures
(3) Complaint Form

In addition, we will conduct our marketing (including using translated materials) in a manner that
reaches each LEP group. Vital Documents include the following:

28 Limited English Proficiency Plan | Title VI Implementation Plan 2021 Update

(1) Notices of free language assistance for persons with LEP
(2) Notice of Non‐Discrimination and Reasonable Accommodation
(3) Outreach Materials
(4) Bus Schedules
(5) Route Changes
(6) Public Hearings

29 | Title VI Implementation Plan 2021 Update

Non-elected Committees Membership Table

A subrecipient who selects the membership of transit-related, non-elected planning boards,
advisory councils, or committees must provide a table depicting the membership of those
organizations broken down by race. Subrecipients also must include a description of the efforts
made to encourage participation of minorities on these boards, councils, and committees.
Table Depicting Membership of Committees, Councils, Broken Down by Race
Body
Non-
Hispanic
White
Hispanic
/ Latino
African
American
Asian
American
American
Indian
Hawaiian
/ Pacific
Islander
2 or
more
Races
Other
Non-
Disclosed
City of Chandler
Population
57.2%
19.1%
5.3%
11.7%
2.1%
0%
2.1%
0.5%
0%
Transportation
Commission
85.7%
0%
14.30%
0%
0%
0%
0%
0%
0%
Chandler Population Source: U.S. Census Bureau, 2019 American Community Survey 1 Year
Estimates

City Staff has established a Board and Commission Recruitment Plan outlining the City’s approach to
fill vacancies on the City’s various Boards and Commissions, including the Transportation
Commission. This Plan specifies that the City’s outreach messages will include a statement that
“Chandler is an equal opportunity organization that welcomes all residents to apply and engage in
their community”. Additionally, the Plan indicates that the City will advertise in Asian and Hispanic
periodicals.

Although the Board and Commission Recruitment Plan is subject to amendment, the current
version (as of December 2021) of the plan is provided in Attachment 2.

30 Monitoring for Subrecipient Title VI Compliance | Title VI Implementation Plan
2021 Update

Monitoring for Subrecipient Title VI
Compliance

City of Chandler does NOT monitor subrecipients for Title VI compliance.

31 Title VI Facility Equity Analysis | Title VI Implementation Plan 2021 Update

Title VI Facility Equity Analysis

A sub recipient planning to acquire land to construct certain types of facilities must not discriminate on
the basis of race, color, or national origin, against persons who may, as a result of the construction, be
displaced from their homes or businesses. “Facilities” in this context does not include transit stations or
bus shelters, but instead refers to storage facilities, maintenance facilities, and operation centers.
There are many steps involved in the planning process prior to the actual construction of a facility. It is
during these planning phases that attention needs to be paid to equity and non-discrimination through
equity analysis. The Title VI Equity Analysis must be done before the selection of the preferred site.

The City of Chandler has no current or anticipated plans to develop new transit facilities covered by
these requirements. Since the City’s last Title VI Program Update (2015), the City of Chandler has not
constructed any facilities that meet the criteria for a facilities equity analysis.

32 Regional System Wide Standards and Policies | Title VI Implementation Plan 2021
Update

Regional System Wide Standards and Policies

The City of Chandler worked with Valley Metro and other cities in developing regional Transit
Standards and Performance Measures (TSPM). The regional TSPM specifies a minimum service level
to be provided by regional bus service, including span of operation, service frequency, and bus stop
spacing. Additionally, the TSPM specifies performance measures that each bus route should aim to
achieve, including passenger boardings, fare recovery, and on-time performance. Services not
meeting performance measures or greatly exceeding performance measures are closely monitored
to determine if improvements or expanded services are needed. The TSPM also lays out guidelines
for establishing new service, including the establishment of criteria to determine prioritization of
fleet distribution for new transit services. TSPM criteria for new and existing service place an
emphasis on first providing service to ‘transit-dependent’ population – households with one or zero
automobiles and households below the poverty line.

The complete TSPM can be found at https://www.valleymetro.org/transit-standards-and-
performance-measures

Distribution of Transit Amenities

Transit Amenities refer to fixed items of comfort and convenience available to the general
riding public such as shelter placement, lighting at the bus stop, signage, benches, and trash can
placement. The City of Chandler is responsible for the provision, monitoring and maintenance
of shelters, bus stop signs, benches and other amenities located in Chandler. The following
sections briefly summarize the City’s policies or standards that govern the deployment of
amenities on the City’s transit system. Chandler policy is to review and ensure amenities are
placed within the City without regard to race, color, national origin, or income considerations.

The City of Chandler currently owns approximately 380 bus stops with nearly 80% of those have
shaded structures as part of the bus stop features. An additional 15% of bus stops have seating
without a shade structure. Many of the City’s bus stops without shade structures have nearby
trees that provide some shade.

The City of Chandler also has a program that incorporates advertising kiosks in the bus stop
shelter design at certain locations based on third-party advertising vendor determinations of
market. Those advertising revenues paid to the City go back into the transit program and pay
for things such as bus stop cleaning and maintenance, replacement of aging bus stop
infrastructure, and provision of new amenities at bus stops.

General Bus Stop Placement and Amenity Considerations
• Understand the physical requirements of buses

33 Regional System Wide Standards and Policies | Title VI Implementation Plan 2021
Update

o Adequate curb space for ADA and mobility device ramp operations
o Adequate sidewalk clearance for pedestrian and bicycle traffic on sidewalk
• Bus stops located by ¼-mile spacing
o Mid-block stops are located near local street intersections for ease of crossing
the street safely
o Major arterial intersection bus stops are located far-side of the intersection for
traffic flow purposes
o Bus bays (or bus pullouts) are located far-side of the intersection when possible,
based on available right-of-way and the number of lanes of traffic
o Bus stops are located in higher visibility areas at locations that minimize safety
hazards at driveways, visibility for adjacent properties, and facilitate the transfer
to cross routes.
• Bus stop amenities historically have been prioritized by ridership. When right-of-way
exists and physical conditions permit, high and moderate ridership bus stops will have
shade structures and other amenities.
o All bus stops and amenities must comply with the ADA compliance and
accessibility requirements.
o Signage – All bus stops shall feature signs mounted in a uniform manner to
identify the area as a stop and provide readable and accurate information.
o Schedules – All bus stops with shade structures include bus schedules.
Additionally, many bus stops without amenities include bus schedules.
o Benches – Ridership figures are used to determine seating requirements while
the built environment often dictates seating options.
o Trash Can Placement – Trash cans are placed at all sheltered bus stops and some
bus stops with benches as needed.
• Bus stop placement, amenities and upgrades must consider ADA compliance and
accessibility requirements.
• ADA considerations are a major factor in the City’s bus stop maintenance program.
Since November 2018, Chandler has brought 50 bus stops up to compliance.
• Recent trends in the increasing homeless population have made bus stops a common
location for homeless encampments and general use. The City has strived to create a
comfortable environment for transit users while addressing the homeless use of the bus
stop in a compassionate manner.
• Related to the provision of bus stop amenities is increasing occurrence of vandalism.
Gang tagging, trash, damage to amenities, and the destroying of lighting are common at

34 Regional System Wide Standards and Policies | Title VI Implementation Plan 2021
Update

our bus stops. The City has a dedicated cleaning, maintenance, and repair program for
all bus stops. A significant portion of that budget addresses the ongoing upkeep of the
existing bus stops in order to maintain a certain level of security, comfort, and
cleanliness.
Bus Shelter Designs
Chandler staff and its contractor have worked to create a variety of bus shelter designs and
sizes to accommodate a varying degree of ridership and site conditions.

• Transfer locations – Where space permits, Chandler installs its large bus shelter design
at locations where passengers transfer from one bus route to another. At these
locations, it is typical for five or more passengers to be waiting for the bus at the same
time. As a result, a larger shade structure with more seating is needed in order to assure
that a large number of passengers can simultaneously benefit from the amenities.

• Other bus stops – The City installs large or medium sized bus shelters at other high and
medium use bus stops. Chandler places smaller shelters at low to moderate use bus
stops. At all bus stops with shelters, the City strives to install a shelter that will provide
shade throughout most of the day. This is achieved by placing seating on each side of a
middle shade screen or on the north side of a rear shade screen. Chandler staff worked
with its contractor to develop a lower-cost, small bus shelter that will provide shade
from every angle while discouraging sleeping at bus stops.
Typical Large Shelter

35 Regional System Wide Standards and Policies | Title VI Implementation Plan 2021
Update

Typical Medium Shelter
Small Shelter Example

36 Service and Fare Changes | Title VI Implementation Plan 2021 Update

Service and Fare Changes

Service Changes

The City of Chandler made changes to the following routes since the last Title VI update:

Route 104 Alma School Road – Added weekday night service.
Route 541 Express – Route was reduced by 50% in service due to COVID-19.
Route 542 Express – Adding one round trip in October 2018, providing a total of 8 round
trips to/ from downtown Phoenix. In October 2020, route was reduced by 50% in service
due to COVID-19.

All service changes that equate to a change of greater than 25% of the route’s existing service levels
are evaluated to determine whether these changes have a discriminatory impact. Valley Metro
conducts Title VI analysis on these service changes on behalf of the City of Chandler. Additionally,
public meetings and public hearings are held to gather public feedback on these changes.

Please see the Valley Metro 2021 Title VI Program for more details on this Title VI analysis.

Fare Changes

There have been no fare changes since this Title VI Program was last updated. Any future fare
changes will need to follow the public outreach and equity analysis as outlined in Valley Metro’s
2021 Title VI Program.

Please see the Valley Metro 2021 Title VI Program for more details on Title VI analysis related to
fare changes.

37 Board Approval for the Title VI Program| Title VI Implementation Plan 2021
Update

Board Approval for the Title VI Program

The City of Chandler Transportation Commission will take action on Chandler’s Title VI Program on
January 19, 2022.

The Chandler City Council will take action on Chandler’s Title VI Program on February 10, 2022.

38 Board Approval for the Title VI Program| Title VI Implementation Plan 2021
Update

Placeholder for Resolution 5194