QN Number: 16463
Subject: Information Regarding Face Coverings, Providing Masks to Customers,
and Assisting Special Needs Customers
Issue Date: July 1, 2020
*Expiration Date: October 1, 2020
From: Capt. Greg Faust
Director of Marine Operations
To: All Terminals and Vessels
Face Coverings Required in WA
Governor Inslee has issued an order requiring everyone in Washington to wear a face covering
while in public to help limit the spread of COVID-19. This means that everyone over the age of
five should wear a mask or face covering while in any indoor or outdoor public space—including
WSF terminals and traffic holding areas, in the main passenger cabins on vessels, and when
walking around on the car deck. Customers are not required to wear a mask while waiting inside
their vehicles, though they should wear one when interacting with staff at tollbooths.
Please note, children under the age of five and customers with certain medical conditions or
disabilities are exempt from this order and are not required to wear a mask or face covering.
Encouraging Customer Cooperation
WSF does not have the legal authority to enforce this order, nor should employees question
customers about the reason they are not wearing a mask. Instead, employees should kindly point
out the mask requirement and offer customers a disposable mask to use while they are traveling
(see below). As a matter of policy, WSF should NOT deny travel to those customers who are
not wearing face coverings.
WSF Customer Service has provided each terminal and vessel
with a number of “Please wear a cloth face covering” signs
from the CDC. You may want to point to the sign and let the
customer know that face coverings are a requirement in
Washington State. You may also offer them a disposable
mask as a way to remind them.
Please be courteous and try to stay positive with the customer;
do not get angry or make a comment if they refuse to accept a
mask. If a customer asks you to intervene with another
customer who is not wearing a mask, you can let them know
that we cannot enforce the policy but will offer that customer
a disposable mask.
WSF continues to make announcements requesting that
passengers if able, should please remain in their vehicles for
the duration of their sailing. As a reminder, this is a recommendation only, and not a mandate to
be enforced by crew members. If vehicle passengers need to exit their vehicles, they may do so.
*Effective for a maximum of 6 months from issue date.
Discard on expiration or if superseded.

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Copies are available at SMS Online or contact:
Document Control at WSFDocCntrl@wsdot.wa.gov

 QN16463 – Information Regarding Face Coverings, Providing Masks to Customers, and Assisting Special
Needs Customers
July 1, 2020

Disposable Masks for Customers
The federal government has provided WSF with a limited supply of masks to distribute to
customers. These are disposable, 3-ply face masks that are primarily made of non-woven fabric
(latex-free) with a layer of filter fabric in the middle. Each terminal and vessel will be given
approximately 1,000-2,000 masks to distribute.
Please limit masks to one per customer. At this time, WSF is not sure whether we’ll be able to
restock the supply of masks for customers, as we may be limited by budget, and providing PPE
to our crews is our top priority.
Assisting Special Needs Customers
As noted above, some customers will have legitimate reasons not to wear a mask; please do not
question them or get into a debate about the reasons they are not wearing a mask. It is also very
important that we continue to assist customers with disabilities. Not only is this a federal law, but
it is the right thing to do. Please read the attached Americans with Disabilities Act (ADA)
guidance on the special considerations and assistance that should be given to people with
disabilities during the COVID pandemic.
Thank you for everything you do to keep the public safe and moving during this challenging
time.
Contact:
For questions regarding mask supplies or special needs customers, please contact your respective
Terminal Supervisors or LDOs.

Attachment:
Assisting Customers with Disabilities during COVID.pdf (3 pgs.)

*Effective for a maximum of 6 months from issue date.
Discard on expiration or if superseded.

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For copies contact:
Document Control 206-515-3823

 WAS HI NGTO N S TAT E F ER R IES

ASSI ST IN G C U S TO M E R S W IT H D ISA B IL IT IES
D URI N G COV ID
Many safety precautions have been implemented in
order to slow the spread of COVID-19. Some of these
precautions may make it challenging for customers with
disabilities to receive the assistance they need.
The Americans with Disabilities Act (ADA) is a federal law and our requirements to provide assistance to
passengers with disabilities have not changed. However, it may be necessary to make some modifications
to the way we provide assistance in order to ensure the safety of both employees and passengers.
The following safety precautions should be followed when assisting people with disabilities:

Fares for customers with a Personal Care Attendant:
COVID-19 precautions present new challenges for many customers, so customers who are normally able
to travel independently might need a Personal Care Attendant (PCA). During this time, customers with a
PCA do not need to show identification verifying the need for a PCA in order for the PCA to travel for free.
The customer with a disability may bring no more than one person as a PCA.
The PCA should provide all the assistance the passenger needs, such as guiding them around, pushing a
wheelchair, etc. However, a PCA may request the use of a WSF wheelchair to transport the customer.

Transporting a person in a wheelchair:
When a Personal Care Attendant is not available, a customer may request wheelchair assistance from a crewmember. WSF has wheelchairs available at terminals and on vessels to assist customers. Please follow these
guidelines when providing wheelchair assistance.
• 

Put on gloves.

• 

Bring the wheelchair to the location where assistance will be provided.

• 

Put the wheel brakes on and hold the wheelchair to keep it steady while the person sits down.
—  The customer must be able to get in and out of the wheelchair independently.
—  WSF employees should not physically touch the customer or provide assistance getting in and out

of the wheelchair.
• 

After use, wipe down the wheelchair with the appropriate cleaning solution or disinfectant wipes before returning it to its location.

• 

Remove and dispose of gloves. Immediately after removing the gloves, wash your hands with soap and
water for at least 20 seconds or use an alcohol-based hand sanitizer with at least 60 percent alcohol if
soap and water are not available.
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 WAS HI NGTO N S TAT E F ER R IES

• 

If a PCA requests the use of a wheelchair to transport a person with a disability, the cleaning steps
listed above should still be followed by WSF staff.

Providing sighted guidance for a person who is visually impaired:
There are several different ways to guide a person who is visually impaired. Explain to the customer what
methods are available and let them decide what works best for their needs. Employees should not decide
on a method without discussing it with the customer to determine how best to help them.

Providing guidance with your elbow:
• 

Before guiding, offer the person hand sanitizer.

• 

Allow the person to place their hand on your elbow and guide them to the
requested location.

• 

Use verbal cues to help orient the customer and provide details about changes
in elevation or anything that may be a barrier in their path of travel:

—  “We’re passing the galley and the restroom is 5 feet ahead on the right.”  
—  “We’re approaching a ramp, there will be a slight incline.”
—  “There’s a trash can on your right.”
• 

After providing assistance, offer to direct the customer to a hand-washing station or provide access to
hand sanitizer.

Providing guidance with a yardstick or a 6-foot length of rope:
• 

Explain to the customer how assistance will be provided. Most people will be more familiar with being
guided by an elbow, so make sure the customer understands and agrees to this method.

• 

Put on gloves and offer gloves to the customer.

• 

Hold one end of the rope or yardstick and have the customer hold on to the other end.

• 

Guide the customer to the requested location. Walk slowly enough that the customer can keep up.
They should be guided but not pulled by the rope or yardstick.

• 

Use verbal cues to help orient the customer and provide details about changes in elevation or anything
that may be a barrier in their path of travel:
—  “We’re passing the galley and the restroom is 5 feet ahead on the right.”  
—  “We’re approaching a ramp, there will be a slight incline.”
—  “There’s a trash can on your right.”

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• 

After providing assistance, offer to direct the customer to a garbage where they can dispose of gloves
(if used) or a hand-washing station.

• 

After use, wipe down the metal yardstick with the appropriate cleaning solution or disinfectant wipes
before returning it to its location.

• 

Remove and dispose of gloves. Immediately after removing the gloves, wash your hands with soap and
water for at least 20 seconds or use an alcohol-based hand sanitizer with at least 60 percent alcohol if
soap and water are not available.

Communicating with a person who is deaf or deaf/blind:
Communicating by lip reading:
Although use of a mask or face covering is mandatory for WSF employees in certain situations, it may be
necessary to temporarily remove your mask or face covering when requested by a deaf or deaf/blind person who needs to read lips to communicate.
• 

A clear face shield may be worn instead of a mask. Place the mask over your face and adjust to fit. After
use, clean the mask thoroughly with disinfectant wipes.

• 

In order for lip reading to be effective, the area from the bottom of the nose to the bottom of the chin
must be visible.

• 

When removing a mask or face shield, please follow the “Removing a Face Mask” guidelines listed in
the WSF Safety Bulletin 002220.

• 

It may also be necessary to be less than 6 feet apart in order for the person to read your lips.

Communicating with permanent marker and paper:
• 

To avoid removing your mask, you may offer the customer a permanent marker and a single sheet of 8
½” by 11” paper so they can communicate in writing. Permanent marker provides high contrast and will
be easier to read if the person also has a visual impairment.

• 

To write back a response to the customer, use a separate marker and a separate sheet of paper.

• 

After use, dispose of the paper. Sanitize the marker with disinfectant wipes.

• 

To communicate with a person who is deaf and blind, you may need to spell out words in the palm of
their hand. This can be done while wearing gloves.

• 

Immediately after providing tactile assistance, remove and dispose of gloves. Wash hands with soap
and water for at least 20 seconds or use an alcohol-based hand sanitizer with at least 60 percent alcohol if soap and water are not available.

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