Enhancing Accessibility: MTA Launches ASL Interpretation Service for Deaf and Hard-of-Hearing Riders

Starting this Monday, the Metropolitan Transit Authority (MTA) will take a significant step toward improving accessibility for deaf and hard-of-hearing individuals in New York City. The MTA is introducing a pilot program that allows transit users to communicate with staff through a live American Sign Language (ASL) interpreter using the Convo Now app. By scanning a QR code posted on green signs at select locations, riders will be connected to an interpreter in real time, breaking down communication barriers and enhancing their transit experience.

A New Era of Accessibility in Public Transit

The pilot program, which launches in over a dozen locations, marks a milestone in the MTA’s efforts to create a more inclusive transit system. Quemuel Arroyo, the MTA’s chief accessibility officer, emphasized that New York City’s high volume of residents and tourists makes it the ideal location for this initiative. “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,” Arroyo said. This program reflects the MTA’s commitment to addressing the diverse needs of its riders, ensuring that everyone, regardless of their abilities, can navigate the transit system with ease.

Transit staff can be found at booths, fare machines, or on platforms, depending on the day’s operations. With the Convo Now app, deaf and hard-of-hearing riders can now engage with these staff members effortlessly. The app connects users to a live ASL interpreter, enabling seamless communication. This innovation not only empowers individuals with hearing impairments but also supports MTA employees who may not be fluent in ASL, fostering more inclusive interactions.

Technology for Inclusion: The Role of Convo Now

Convo Now is a pioneering app designed to bridge communication gaps for deaf and hard-of-hearing individuals. Founded nearly 15 years ago as a video relay service, Convo has evolved to offer on-demand ASL interpreters available 24/7. The app, accessible on iOS, Android, and the web, allows users to connect with over 500 interpreters in seconds, whether for a quick conversation at a store or a prolonged discussion at work. This service is particularly impactful in a world where over 1.5 billion people experience hearing loss, according to the World Health Organization, and more than 70 million rely on sign language for communication, as noted by National Geographic.

The app’s co-founder, Wayne Betts, highlights how Convo Now revolutionizes the way interpreters are utilized in daily life. “That really allows us to revolutionize how we utilize interpreters and tools in our daily lives,” Betts said. Users like Paul Maucere, who downloaded the app to bridge communication gaps at work, and CT, who relies on it for medical appointments, share testimonials of how Convo Now has transformed their interactions. “We don’t have to call two weeks before to request an interpreter,” CT explained. “We show up, connect to the office Wi-Fi, and scan the QR code to be connected to a skilled interpreter in literal seconds.”

Bringing Convo Now to Public Transit

The MTA’s partnership with Convo Now is part of the company’s Convo Access service, which offers a fixed annual rate, ensuring that transit users can access the app’s services free of charge. Before launching the pilot program, the MTA conducted a proof of concept at Times Square and 34th Street Penn Station, gathering feedback from advisory committees, advocacy organizations, and the NYC Mayor’s Office for People with Disabilities. The response was overwhelmingly positive, with users praising the service’s ease of use and effectiveness.

The pilot program, running from February 10 through November 2025, will be available at several key locations, including NYC Transit Customer Service Centers, Long Island Rail Road stations, Metro-North Railroad stations, and select mobile sales operations. The MTA will use this period to gather user feedback and assess the program’s success, with plans to expand or refine the service based on the outcomes. Arroyo emphasized the importance of validating solutions with the communities they serve. “We must fact-check and validate that the solutions we’re putting out there are what people want to see,” he said.

A Brighter Future for Accessibility

In an era where technology is increasingly harnessed to enhance accessibility, the MTA’s collaboration with Convo Now stands out as a beacon of progress. By leveraging mobile technology and AI, companies like Google, Apple, and Amazon are also expanding their accessibility offerings, from more expressive captions to improved speech recognition. These advancements are part of a broader movement to create more inclusive platforms and services, ensuring that everyone can participate fully in society.

The MTA’s pilot program is more than just a technological innovation—it’s a testament to the power of inclusive design and collaboration. By giving deaf and hard-of-hearing riders the tools they need to communicate effectively, the MTA is setting a standard for transit systems nationwide. As the program evolves, it has the potential to redefine what accessible public transit looks like, ensuring that New York City remains a leader in inclusivity and innovation.