11a Presentation 2020 Accessibility Improvements at Seattle-Tacoma Internat
Item No. 11a_supp Meeting Date: January 26, 2021 2020 Accessibility Improvements at Seattle-Tacoma International Airport Heather Karch, Aviation Facilities and Infrastructure Manager - Architecture Chelsea Rodriguez, Airport Volunteers & Customer Accessibility Manager Overview Guiding Principles Background and Progress Facility Updates Customer Service Updates Engagement Updates Conclusion 2 Guiding Principles Goals: SEA most accessible airport in the USA Exceed accessibility requirements Innovative leader in aviation accessibility Align with SEA brand promise of an elevated customer experience Areas of Focus Facilities Customer Service Engagement 3 Accessibility is Continuous Improvement Process 2018 ODO Report issued Inter-departmental effort led by F&I and Customer Service Ongoing discussions with SEA Accessibility Advisory Committee to prioritize remaining items 65% of recommendations are complete or in progress (70/108) 4 FACILITY UPDATES 5 SEA's First Sensory Room Opening February 2021 Provides restorative space for passengers with autism and sensory processing disorders Design process included expanded stakeholder involvement 6 Improved Signage in Terminal 7 Improved Signage at Garage and Curbside 8 CUSTOMER SERVICE UPDATES 9 Digital Communication Strategies Website + SEA App Enhancements Fine-tuned language Expanded FAQs/Helpful Links Highlighting Accessibility Social story Text for Assistance Feature Added Customer Service staff can communicate via live chat during business hours 10 SEA's First Social Story COVID-19 Social Story Pre-travel resources were needed to better serve the autism community Arc of King County + Washington Autism Alliance & Advocacy stakeholders Includes current photos, simple sentences that explain travel journey, sensory icons, COVID-19 signage, and more 11 Hidden Disabilities Leader Sunflower Lanyard Growth SEA 1st in US to offer Discreet signal to staff of a passenger's hidden disability 2020 national growth and increased momentum SEA champion of program within aviation community Map from Hidden Disabilities website 12 Training Staff for Success Customer Service Standards Manual Created Brings standards across SEA into 1 document Accessibility integrated Expanded Training Excellent Customer Service for People with Disabilities e-learning Volunteer Program Enhancements Program adjustments to better meet the needs of passengers with disabilities 13 ENGAGEMENT UPDATES 14 SEA Accessibility Advisory Committee Launched a revised Accessibility Advisory Committee Constructive platform for discussing accessibility related initiatives, challenges, and opportunities Quarterly meetings with additional project specific meetings or tours Image Source: https://www.ajc.com/news/local/worksource-dekalb-host-disability-awareness-forum-recruiting-event/pBUIZJxtL269yeX4HQqERN/ 15 Engaging with a Wider Audience For more information on Hackathon https://www.youtube.com/watch?v=pMs273QlQfQ & https://youtu.be/EMasruj6NqE 16 Conclusion and Next Steps Ongoing commitment to achieving most accessible airport experience in USA Looking forward in 2021: Opening Sensory Room Launching new staff training Enhancing digital communication content and access Further engaging with SEA Accessibility Advisory Committee 17
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