A new initiative focused on accessibility is currently being trialed on the New York MTA system through an app tailored for deaf and hard of hearing individuals. This app enables riders to instantly connect with a live sign language interpreter when interacting with staff.
This new method ensures that any Metropolitan Transit Authority employee can assist with directions and various inquiries without requiring proficiency in American Sign Language (ASL).
CNET reports that New York’s transit system has been selected due to its status as the busiest in the nation.
“No other transit system in all of North America has the volume that we have, over 6 million customers daily between our trains, our buses, our railroads, and we’re giving that service to everybody,” states chief accessibility officer Quemuel Arroyo. “That customer base has a myriad of needs, and that’s what makes this case study so important and so impactful.”
Arroyo notes that the MTA has personnel stationed in booths, near fare machines, and on platforms, yet communication can be challenging for deaf users.
Convo Now is an existing application that provides on-demand access to ASL interpreters. Users receive 20 minutes of free service each month, with a pay-per-minute fee applying afterward. Under the agreement with the MTA, riders can use the service without limits when communicating with staff.
Starting today, the app is being piloted in select locations until November. The MTA will gather feedback for evaluating the project’s future steps.
The service is currently available at the following locations:
NYC Transit Customer Service Centers:
- 161 Street-Yankee Stadium
- Atlantic Avenue-Barclays Center
- Times Square-42 Street
- Jackson Heights-Roosevelt Avenue
- St. George
Long Island Rail Road:
- Atlantic Terminal
- Babylon
- Grand Central Madison
- Jamaica
- Penn Station
- Ronkonkoma
Metro-North Railroad:
- Grand Central Terminal
- White Plains
Additional locations:
- Mobile sales operations (buses and vans)
- 3 Stone Street
Riders can either pre-register or scan Convo QR codes found in the participating locations.
Photos: Martin Ceralde on Unsplash (top); MTA (bottom)
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