EXHIBIT A - SCOPE OF SERVICES.pdf

Scope of Services Neurodiversity Accessibility Training and Transit Orientation Program

June 24, 2026

1. Background

The Los Angeles County Metropolitan Transportation Authority (Metro) is the regional transit agency responsible for planning, funding, building, and operating transportation systems across Los Angeles County, servicing more than 10 million residents. Metro is committed to delivering safe, equitable, reliable, and accessible mobility for all riders and advancing initiatives that strengthen sustainability, regional connectivity, and customer experience.

As part of this commitment, Metro seeks to engage a firm with specialized expertise in neurodiversity to provide consulting, training, and technical guidance that supports the needs of Metro’s neurodiverse customers. With several major international events approaching across Los Angeles County, enhancing staff knowledge and organizational capacity related to neurodiversity and accessibility is increasingly important to ensure an inclusive, safe, and welcome transit system.

A firm with demonstrated expertise in neurodiversity and disability inclusion will assist Metro in strengthening employee training, enhancing customer service practices, and developing strategies that improve accessibility and support independent transit use for neurodivergent riders. These efforts will not only benefit customers with neurodiverse needs but will also enhance the overall customer experience for all Metro riders.

2. Scope of Services

The Contractor will provide specialized expertise in neurodiversity and public transportation accessibility to support Metro's efforts to improve customer experience for neurodivergent riders. Through subject matter expertise and industry best practices, the Contractor will assist Metro in identifying barriers to transit access and developing strategies to enhance accessibility, inclusion, and independent travel.

The Contractor will support the development and delivery of employee training focused on neurodiversity awareness, disability inclusion, and customer service. In addition, the Contractor will provide recommendations and implementation guidance for customer-facing transit orientation programs and related resources designed to improve and build rider confidence, reduce barriers to transit use, and support independent navigation of Metro's bus and rail systems.

3. Task Description

3.1 Development of Specialized Staff Training

Under the direction of Metro’s staff, the Contractor shall develop neurodiversity awareness and customer service training courses for Metro employees. The training will be tailored to the needs of Metro supervisory personnel and employee/frontline staff to increase awareness, strengthen customer interactions, and support more inclusive service delivery for neurodivergent customers.

A. Supervisory Level Training Training shall include:

• Strategies and practical approaches that supervisors can use when interacting with employees and riders with neurodiverse needs.

• Guidance on recognizing and responding to neurodiverse needs in the workplace and customer service environment.

• Disability awareness and sensitivity training applicable to Metro operations.

B. Employee and Front-Line Staff Training Training shall include:

• Practical techniques and communication strategies practices to assist customers with disabilities and neurodiverse needs.

• Approaches to support positive customer interactions and reduce barriers when using Metro services.

• Disability awareness and sensitivity training applicable to front-line customer service responsibilities.

Deliverables:

• Create and provide training materials which must be approved by Metro staff in advance of any training sessions.

• Conduct trainings for supervising staff and contractors.

• Conduct instructor-led training sessions for Metro staff and, as directed by

Metro, designated contractors.

• Frequency of training and class size will be discussed and agreed upon by

Metro and the Contractor.

3.2 Design a Transit Orientation Program

Under the direction of Metro staff, the Contractor shall develop a customer-focused transit orientation program designed to support customers with disabilities, with a focus on inclusive practices for neurodivergent individuals. Metro currently has an existing framework for bus orientation programs that support customers with disabilities, including individuals who use mobility devices and customers who are blind or have low vision.

Metro’s current bus orientation program involves coordination with community partners, such as Rancho Los Amigos, Easter Seals, and the Braille Institute, to bring a bus to a designated location and provide participants with hands-on experience using the bus. During the orientation, participants learn how to board a bus, interact with bus operators, and receive information on safety, accessibility, and appropriate rider etiquette.

The program is designed to provide riders with an opportunity to become familiar with the bus environment in a supportive, low-stress setting, helping build confidence and independence before using the system in real-world conditions. For orientations involving customers who use mobility devices, Metro staff provide demonstrations on proper wheelchair securement procedures and accessibility features.

The Contractor will assess existing practices, incorporate applicable elements, and provide recommendations to expand the framework to address the needs of neurodivergent riders and customers with other disabilities. The Contractor will develop a program framework that supports customers with autism and other neurodiverse needs in navigating Metro’s bus and rail system with greater confidence and independence.

The Contractor services shall include:

• Review current Metro bus orientation practices and identify opportunities to include inclusive strategies and accessibility considerations to better support riders with varying cognitive, sensory, and communication needs.

• Provide technical guidance and recommendations to enhance Metro’s existing transit orientation program by incorporating strategies to support neurodivergent customers and assess opportunities to incorporate rail orientation components, based on operational feasibility.

• Identify key training topics, resources and delivery methods for implementation of an expanded transit orientation program.

• Recommend best practices and customer-support strategies that assist neurodivergent individuals and other customers with disabilities in preparing for, accessing, and independently navigating Metro’s bus and rail system.

• Develop proposed framework and implementation approach for an expanded transit orientation program, including participant considerations for accommodating diverse cognitive, sensory, communication and accessibility needs, as well as identify instructional methods and evaluation methods to support program effectiveness.

Deliverables:

• Prepare a summary report documenting findings, best practices, and recommendations for the development of a customer-facing transit orientation program that supports neurodivergent individuals and other customers with disabilities in navigating Metro’s bus and rail system.

• Develop and present a proposed transit orientation program framework, including recommended training topics, instructional approaches, accessibility considerations, and implementation strategies, and facilitate a debrief session with Metro staff to review findings and recommendations.

• Review and provide recommendations on public-facing materials, resources, and accessibility features that may be used to support the transit orientation program and participant learning experience.

4. Contractor Responsibilities

The Contractor shall perform the following tasks, as requested and directed by Metro:

• Develop two training courses, one for Metro supervisors and one for non-supervisory employees, focused on neurodiversity awareness, disability inclusion, and effective customer engagement and services practices. May include formats such as e-learning modules, online trainings, video trainings, physical handbooks, or in-person workshop scripts.

• Develop and deliver findings, recommendations, and implementation guidance for an expanded transit orientation program, including a summary report, proposed program framework, presentation of recommendations, and review of public-facing training materials to support customers with neurodiverse and other disability-related access needs.

• Prepare and submit all required reports, summaries, recommendations, and training materials in accessible formats (i.e., Word, PDF).

• The Contractor shall assign qualified personnel with demonstrated experience in accessibility, disability inclusion, neurodiversity, transit orientation, and/or related subject areas necessary to perform the work. Key personnel shall not be replaced without prior written approval from Metro.

• The Contractor shall develop methods and key performance indicators (KPIs) for measuring effectiveness and success of the training and transit orientation modules. These may include user surveys, initial learner reaction, knowledge acquisition, behavioral changes on transit, and long-term functional impacts.

Note: The deliverables outlined above represent the anticipated scope of work at the time of the contract execution. These tasks are not intended to be exhaustive or definitive. As Metro’s projects and accessibility priorities evolve, particularly in preparation for large-scale international events, the specific tasks, timelines, and outputs may be adjusted in consultation with Metro’s project manager to ensure alignment with emerging needs and community feedback.

5. Metro Responsibilities Metro shall perform the following tasks in support of the Contractor’s work:

• Assign a Project Manager to provide direction, coordination, and oversight.

• Coordinate internal stakeholders and facilitate introductions as needed.

• Review Contractor deliverables and provide consolidated feedback and approvals.

• Support scheduling of meetings, training sessions, and all related activities.

• Metro’s OCRREI Department shall provide overall project management and guidance, with coordination from other Metro departments as needed.

6. Schedule of Deliverables

• Task-specific schedules shall be coordinated between Metro and the Contractor and documented in writing.

• Progress meetings every two weeks, or as-needed, with Metro OCRREI staff.

7. Period of Performance

The period of performance of this contract shall be for one year.