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Developing a Language Assistance Plan Based upon the Four Factor Analysis described above, the Language Assistance Plan addresses the results and provides further direction. Describe how the recipient provides language assistance services by language. Individuals who have a limited ability to read, write, speak, or understand English are considered LEP persons. Indian River County recognizes that a special effort is necessary to communicate important transit information to some transit system users. In order to meet this need, the County and its transit service provider, the SRA, take the following steps: • Seek out opportunities to conduct outreach to the community and faith -based organizations serving minority populations. • Provide language assistance on its transit customer service hotline. • Participate in updates to the County's evacuation and disaster preparedness plans to ensure the plans include the needs of all community members, especially LEP, low-income, and minority populations. • Continue to review programs, activities, and services provided to ensure that LEP persons can participate and utilize our services. To determine how best to continue reaching LEP persons in Indian River County and improve current ongoing efforts, the County and the SRA will continue to conduct targeted needs assessments and gather data to gain an understanding of the need. Describe how the recipient provides notice to LEP persons about the availability of language assistance. Through the methods listed below, the County and its transit service provider, the SRA, provide notice to LEP persons about the availability of language assistance: • Website: Both the MPO and GoLine websites feature a language translator for over 100 languages. For GoLine passengers, information on how to access GoLine services, bus schedules, route maps, and instructions on riding the bus are available in English and Spanish. • Safety and Security: Several GoLine drivers speak Spanish and assist Spanish-speaking bus riders as needed. • Training: Driver training for new employees and refresher training provided annually to drivers reminds them of the importance of conveying information to passengers as part of their customer service training. • Customer Service: Telephone lines are equipped to the extent possible with persons who speak Spanish and English. Personnel who are bilingual are identified for providing assistance. • Translated Material: Spanish versions of the rider brochure and survey materials are available upon request. 49