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Title VI Implementation
Plan for Transit Services
February 1, 2025-January 31 2028
Page 1 - Title VI Implementation Plan 2021 Update
Contents
Title VI Policy Statement .......................................................................................................... 2
Title VI Notice to the Public ..................................................................................................... 3
Title VI Complaint Procedures ................................................................................................ 5
Title VI Complaint Forms ....................................................................................................... 15
Title VI Investigations, Complaints and Lawsuits ................................................................ 17
Public Participation Plan ....................................................................................................... 18
Limited English Proficiency Plan ........................................................................................... 22
Non-elected Committees Membership Table ..................................................................... 26
Monitoring for Subrecipient Title VI Compliance ................................................................ 27
Title VI Facility Equity Analysis .............................................................................................. 28
Regional System Wide Standards and Policies ................................................................... 29
Distribution of Transit Amenities ......................................................................................... 30
Service and Fare Changes ..................................................................................................... 35
Board Approval for the Title VI Program ............................................................................. 36
Page 2 - 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
Page 3 - Title VI Implementation Plan 2021 Update
Title VI Notice to the Public
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 Road.;
and any FTA funded transit vehicles.
This notice is posted online at www.chandleraz.gov/transit
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 Hezequias Rocha at 480-782-3440, (people with hearing impairments can
use Arizona Relay by dialing 7-1-1); email transit@chandleraz.gov; or visit our administrative
office at 175 S. Arizona Ave. For more information, visit 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: Hezequias Rocha, 480-782-3440.
Page 4 - Title VI Implementation Plan 2021 Update
Title VI Notice to the Public - Spanish
La notificación anterior ha sido publicada en los siguientes lugares: Alcaldía de Chandler, 175 S.
Arizona Ave.; Chandler Park and Ride, 2100 S. Hamilton St.; Centro de Tránsito de Chandler, 3334
W. Frye Road.; y cualquier vehículo de transporte público financiado por el FTA.
Esta notificación está publicada online en www.chandleraz.gov/transit
La notificación 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 el programa de derechos civiles, y los procedimientos
para presentar una queja de la Ciudad de Chandler, contacte Hezequias Rocha, 480-782-3440,
(las personas con discapacidades auditivas puedan marcar 7-1-1); envíe un correo electrónico
a transit@chandleraz.gov, o visite nuestra oficina administrativa en 175 S. Arizona Ave. Para
obtener más información, visite 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
Page 5 - 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).
To submit a complaint online, visit the Valley Metro Title VI Complaint website.
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
The compliant form is located on Valley Metro’s Civil Rights website.
To file a complaint directly with the City of Phoenix:
Attention: Title VI Coordinator
City of Phoenix Public Transit Department 302 N. 1st Avenue, Suite 900
Phoenix, AZ 85003
Email: PHXTransitEO@phoenix.gov
Phones: (602) 262-7242
City of Phoenix - Title VI Notice
Page 6 - Title VI Implementation Plan 2021 Update
Individuals may also file complaints directly with the Federal Transit Administration (FTA)
within the 180-day timeframe:
Federal Transit Administration (FTA)
Attention: Title VI Coordinator
East Building, 5th Floor – TCR
1200 New Jersey Avenue, SE
Washington, D.C. 20590
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 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.
Page 7 - Title VI Implementation Plan 2021 Update
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.
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:
Page 8 - Title VI Implementation Plan 2021 Update
• 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).
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
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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.
Page 10 - 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 la página web de
denuncia del Título VI de Valley Metro.
Las quejas también se pueden registrar por escrito usando la forma de quejas del Título VI,
o 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.
Page 11 - Title VI Implementation Plan 2021 Update
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
Ciudad de Phoenix - Aviso de Titulo VI
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 o indeterminable3. Si la investigación determina
que las presuntas infracciones de la queja bajo el Título VI de discriminación por raza, color
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
Page 12 - Title VI Implementation Plan 2021 Update
o 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.
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 o 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
Page 13 - Title VI Implementation Plan 2021 Update
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.
•
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
Page 14 - Title VI Implementation Plan 2021 Update
•
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.
•
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.
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Title VI Complaint Forms
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Title VI Investigations, Complaints and
Lawsuits
The City of Chandler has not had any Title VI investigations, or lawsuits in 2021-
2024.
Description/
Name
Date
(Month,
Day, Year)
Summary (include basis of
complaint: race, color, or
national origin)
Statu
s
Action(s) Taken (Final
findings?)
Investigations
1)
Lawsuits
1)
Complaints
1) Discrimination
03/02/2022
Customer got on the bus. The fare
box didn't work, and they asked
the driver "I don't have to pay?”
and the driver said: "sit down so
you can use your white privilege".
He never said that to anyone else,
just to customer. They had
another incident with this driver
previously and reported it. He
discriminated against them.
Customer wants this escalated.
Closed
DVR shows no data for
the specified date and
location. Marked as
undetermined. Customer
was called about the
complaint. They
requested compensation
and to speak with a
manager. Customer
Service Manager was
informed. No further
action.
2) Attitude
06/12/2024
The driver was rude telling
customer to go [expletive]
themselves and telling them to go
back to India with their strong
accent. Customer wants a call
back.
Closed
Per the footage, the
complaint is considered
invalid. The actions
described are not
observed. The operator
never cursed or made
any derogatory
comments about race,
country, or accent.
Page 18 - Title VI Implementation Plan 2021 Update
Public Participation Plan
City of Chandler
Public Participation
Plan
Page 19 - 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.
ROUTES 96, 156 AND 541 CHANGES
The City of Chandler enacted service changes to three of the fixed bus routes serving the
city. The changes and public outreach efforts include:
•
Route 96 – The city considered the removal of peak-hour service on this route south
of Pecos Road. Valley Metro’s public outreach strategies were used to gather riders’
and residents’ feedback about making this service change. The feedback received
was against the removal of the service. The city decided to keep the current peak-
hour service for route 96 south of Pecos Road.
•
Route 156 – For this route, the city planned to increase frequency during peak-hour
service and similar outreach efforts as done for Route 96, following Valley Metro’s
plans. The public feedback was favorable to the increased service levels during peak-
hours which the city enacted in October 2021.
•
Express Route 541 – The cities of Mesa and Chandler shared services for this express
route to downtown Phoenix. The City of Mesa proposed removing this service
completely. Like in the previous examples, Valley Metro’s public outreach practices
were applied and based route ridership (taking public feedback into account), both
Mesa and Chandler removed Route 541 in 2022.
•
Express Route 542 – Valley Metro surveyed this route riders during fall 2024 as part
of an effort to understand if the current Express Route schedule met their needs.
Based on survey responses, the City of Chandler decided to maintain the current
schedule since there were minor adjustment requested, but the demand could likely
also continue to be met with current schedule and Valley Metro’s proposed changes
could cause reduction on expected level of service and intervals between trips.
Besides following Valley Metro’s lead for public outreach efforts, the City of Chandler also
made sure that when decisions to make service changes were made, the public was informed
through notices posted in bus stops and the city’s website. These notices were posted in
advance of any change to allow the public time to plan future trips accordingly. Additionally,
when service reductions were planned, the city posted notices at bus stops during public
outreach periods to make sure passengers were well informed of their opportunities to
provide feedback on potential route changes.
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CHANDLER/GILBERT AIRPARK FLEXIBLE TRANSIT STUDY
The Chandler Airpark Flexible Transit Study identified the alternatives available for transit
services which flexibly serve the unique layout and needs of west central Gilbert and east
central/southeast Chandler. This study focused on flexible, on-demand modes like micro
transit and flex route circulator service. The public was engaged through Transportation
Commission meetings and targeted outreach at the Chandler Family Bike Ride. The study
team also solicited public feedback to gauge interest in micro transit generally, and
preferences on specific service aspects such as wait times, fares, with an online survey.
ARIZONA AVENUE SHARED USE PATH STUDY
This study helped in the potential development of a shared-use path along the eastern side
of Arizona Avenue from Ray Road to the Northern boundary of the City of Chandler. The
purpose is to enhance accessibility for all non-motorized users along the Arizona Avenue
corridor by creating a continuous sidewalk that can improve connectivity between other
cities and accessibility of multimodal mobility options since Arizona Avenue is designated as
a high-capacity transit corridor by the City of Chandler Transportation Master Plan and
currently has Chandler’s best bus service (15-minute headways). The city conducted
outreach and sought public feedback at the Chandler Family Bike Ride.
PEDESTRIAN CONNECTIVITY STUDY
The Pedestrian Connectivity Study aims to provide a strategic plan for developing sidewalk
infrastructure in areas that currently lack such amenities. The primary goals include:
•
Conduct a comprehensive inventory of the existing sidewalk network.
•
Engage the public and stakeholders through an inclusive outreach effort.
•
Analyze and prioritizing sidewalk infrastructure needs based on data from inventory
and survey result.
•
Establish a framework to guide future investments.
Once the community input is collected, the city will analyze the data alongside demographic,
zoning, transit facilities access, and Census information. This analysis will help prioritize
improvements and redevelopment strategies for sidewalks.
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. A
copy of Valley Metro’s Public Participation Plan is provided in Attachment 3.
ACTIVE TRANSPORTATION STUDIES/PROJECTS
The City of Chandler conducted many active transportation plans. Active transportation
systems include bike lanes, sidewalks, and multi-use trails. These systems help create vibrant
communities and provide many benefits like safe, comfortable, convenient, reliable, efficient,
and affordable ways for people to get around, including enhancing access to public
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transportation to road users. As part of the active transportation studies different forms of
public participation were employed, they include:
•
Public Meetings
•
Community Mailers and Flyers
•
Presentations to the Transportation Commission
•
Presentations at Public Events and Meetings
•
Website updates on the development of the studies and designs
VALLEY METRO FARE MODERNIZATION PROJECT
Valley Metro is adopting a new fare technology and expanding options for riders to purchase
fare and more easily access their transit system. In 2024, riders can purchase fare on their
mobile device or through a reloadable fare card and scan or tap that fare on new fare readers
throughout the system. Both options are an account-based system where riders can add
funds, track transaction history, view account balances and more. Valley Metro held multiple
Town Hall meetings during the transition period during summer 2024 and continue to
schedule fare pop-up events to answer riders’ questions about the new fare system. Valley
Metro also created an entire Fare Technology Modernization website with resources for
riders to access and get their questions answered.
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.
Public Meetings:
(1) Public meetings are scheduled to increase the opportunity for attendance by
stakeholders and the 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.
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Limited English Proficiency Plan
City of Chandler
Limited English Proficiency Plan
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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, 97.2% of Chandler households are not
considered a Limited English-Speaking Household. Approximately 1.2% of Chandler’s
population speaks Spanish and is considered a Limited English-Speaking Household.
Approximately 1.7% 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
104,419
100.0%
Speak English
76,393
73.2%
Speak Spanish:
13,250
12.7%
Non-Limited English-Speaking Household
12,054
11.5%
Limited English-Speaking Household
1,196
1.2%
Speak other languages:
14,776
14.2%
Non-Limited English-Speaking Household
13,014
12.5%
Limited English-Speaking Household
1,762
1.7%
Source: U.S. Census Bureau, 2022: 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 languages is less than that of Spanish speakers, indicating a
much more significant need for communication in English and Spanish than other languages.
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Valley Metro’s Language Assistance Plan within the Valley Metro 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.
1. The frequency with which LEP individuals come in contact with City of Chandler transit
services.
Approximately 6.3% of all workers speak a language other than English but do not speak
English very well. Approximately 1.8% 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
148,161
100%
N/A
Commuted by Public Transportation
777
0.5%
100%
Speak only English
582
75.5%
74.9%
Speak Other Language:
195
24.5%
25.1%
Speak English "very well"
181
18.3%
23.3%
Speak English less than "very well"
14
6.3%
1.8%
Source: U.S. Census Bureau, 2022: 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.
The nature and importance of the program, activities or services provided by the City of
Chandler transit to the LEP population; and
1. The transit system is important to the LEP population, and communications regarding
the transit system is equally important.
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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.
2. 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 most communications with passengers of Chandler-funded bus service. Thus, most
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 Title VI Program to see the full Valley Metro Language Assistance Plan. A copy
of Valley Metro’s LEP Plan is provided in Attachment 4.
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:
(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
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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.
Membership of Committees, Broken Down by Race
City of Chandler
Population
Transportation
Commission
Non-Hispanic White
64.10%
71.4%
Hispanic/ Latino
21.20%
14.3%
African American
5.80%
0%
Asian American
11.80%
0%
American Indian
1.90%
0%
Hawaiian/ Pacific Islander
0.20%
0%
2 or more Races
11.60%
0%
Other
4.60%
0%
Non-Disclosed
0%
14.3%
Chandler Population Source: U.S. Census Bureau, 2022 American Community Survey 5-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.
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Monitoring for Subrecipient Title VI
Compliance
The City of Chandler does NOT have subrecipients and does NOT monitor
subrecipients for Title VI compliance.
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Title VI Facility Equity Analysis
A sub recipient planning to acquire land to construct certain types of facilities must not
discriminate based on 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 (2021), the
City of Chandler has not constructed any facilities that meet the criteria for a facilities
equity analysis.
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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 the Valley Metro TSPM Website.
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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 384 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
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 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.
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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 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.
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Typical Large Shelter
•
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.
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Typical Medium Shelter
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Small Shelter
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Service and Fare Changes
Service Changes
The City of Chandler made changes to the following routes since the last Title VI update:
Route 156 – Chandler Blvd – Added high frequency service during peak hours.
Route 541 Express – Route was removed due to the decrease in ridership following
rider behavior changes after the COVID-19 pandemic.
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 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 Title VI Program.
Please see the Valley Metro Title VI Program for more details on Title VI analysis related to
fare changes.