Accessibility and ADA Compliance
Accessibility and ADA Compliance tests whether you give equal access to riders with disabilities and communicate respectfully. The exam focuses on accessible routes, equipment status, and service animals-not medical labels.
Core rules
- Know the accessible path before you need it: elevator status, accessible gates, platform boarding areas, and the next accessible station.
- Announce elevator outages and alternative routes clearly. If the elevator is out, give a usable option-bus, another station, or paratransit information-not just “out of service.”
- Speak to the rider, not only the companion. Ask before helping; do not grab a wheelchair, cane, or service animal.
- Service animals ride; do not demand documentation or charge a fare for the animal.
- Keep accessible gates and paths clear. Do not use them as staff shortcuts.
Worked example
A wheelchair user finds the street elevator broken. Correct response: confirm the outage, identify the nearest accessible station and bus route, give the direction, and offer to call for assistance if available. Reasoning: ADA compliance is about an effective alternative, not an apology. “No elevator” alone leaves the rider stranded.
Traps that cost marks
Assuming a person cannot understand, ignoring a service animal, separating a rider from a mobility device, directing someone to stairs with no alternative, and treating an accessible gate as a convenience gate. Respectful language and a concrete route earn the marks.
Key habit
Offer an accessible route, not just a notice.