Recommended minimum training standard for staff assisting disabled people
Foreword
1. Introduction
2. Recommendations
3. Attitudes and Communication 4. Recommended Minimum Training Standard for providing physical assistance
5. Recommended Minimum Training Standard for handling mobility aids
6. Recommended Minimum Training Standard for assisting with Special Equipment or Aids
7. Recommended Time Limit for Completion of Training
8. Training Programme
9. Monitoring and Evaluation of Training
Foreword
We are committed to record levels of investment in public transport to make it more efficient, more sustainable, safer and more accessible. Access to public transport can make a major difference to people's lives. I am determined that disabled travellers should share in the benefit of this investment in public transport. Everyone is entitled to a transport system that is accessible and to benefit from staff who are helpful, well-informed and friendly.
The training of transport employees and the style and content of travel information are key. I welcome the production of this MACS recommended training standard for transport operators and its accompanying document on travel information "Valuable for anyone, Valuable for everyone."
I am certain that the work contained in these documents will help develop high quality, accessible, inclusive transport for everyone in Scotland.
Nicol Stephen
Minister for Transport
1. Introduction
1.1. MACS was set up last year as the statutory adviser to Scottish Ministers on disability issues in relation to transport policy. MACS' vision is of a Scotland where anyone with a mobility problem due to some physical mental or sensory impairment can go when and where everyone else can and have assistance, as required, to take the opportunities to do so. We recognise that most public transport journeys involve a combination of different modes and the majority will involve bus, train or taxi use.
1.2. The MACS Staff Training by Transport Operators Working Group has carried out extensive research in identifying, reviewing and evaluating training packages already in use. We are aware that some organisations provide their staff with comprehensive disability training. However, it is also apparent from our investigations that overall the lack of staff training presents unnecessary obstacles to the mobility of disabled people.
1.3. The importance of taking account of the needs of disabled people cannot be underestimated. Aside from the Disability Discrimination Act 1995 providing a legal imperative, the sheer number of people who fall into this group means that transport operators will be missing a huge potential market if they ignore their needs.
1.4. In Scotland there are a little over 1 million disabled people - about 1 in 5 of the population. The term "disabled people" includes people with learning difficulties, hearing impaired people, people with mental health impairments, visually impaired people, wheelchair users and people with other mobility impairments. It is widely known that the prevalence of disability increases with age. As the population of Scotland is ageing the number of disabled people in Scotland continues to grow. As a result it will become more and more important that your organisation considers and plans to take account of the diverse needs of this group.
1.5. Disabled people are ordinary people, who want to do ordinary things. One of the most common complaints about public transport made by disabled travellers is that the service provided by staff leaves a lot to be desired. It can be that efforts made to ensure that the physical services are accessible are wasted as staff or contractors have not received proper training in how to use facilities or in how to assist disabled people. They, like everyone else, have individual needs. It is paramount that each member of staff is sensitive to the fact that he/she should ask whether or not the disabled person wants help and shows care and understanding in providing help, if required.
1.6. Good communication is the key to passenger safety, comfort and satisfaction. It is particularly important that employees or contractors receive appropriate training if they are to ably assist disabled people.
1.7. In recognition of the importance to disabled people of receiving a dignified and appropriate service when travelling, MACS has produced this Recommended Minimum Training Standard for Staff assisting Disabled People.
1.8. The document has been intentionally crafted to leave the final choice of employees or contractors covered and the extent of the coverage to the service provider. We believe that the operator is best placed to determine which staff should be covered by the criteria in the minimum training standard.
2. Recommendations
2.1. MACS recommends that every transport operator should ensure that, consistent with their type of operation, all employees providing transportation related services, who may be required to interact with the public and assist disabled people, receive a level of training appropriate to the requirements of their function in the following areas. MACS recognises that the transport operator is not responsible for training the staff employed by contractors. Consequently, MACS recommends that the transport operator's contractual relationship with the contractor makes clear that the contractor is responsible for ensuring that their staff receive a level of training appropriate to the requirements of their function in the following areas.
(a) the policies and procedures of the transport operator with respect to disabled people, including relevant regulatory requirements;
(b) the needs of those disabled people most likely to require additional services, recognition of those needs, and the responsibilities of the transport operator in relation to those persons, including the level of assistance, methods of communication and aids or devices generally required by disabled people; and
(c) The necessary skills for providing assistance to disabled people and their travelling companions, and the needs of disabled people travelling with a service animal (for example a guide, hearing and other assistance dogs) including the role and needs of that animal.
2.2. MACS recommends that every transport operator should ensure that all managers of frontline staff receive appropriate training on the impact of legislation particularly the Disability Discrimination Act 1995 on their functions, monitoring the performance of frontline staff and that disabled people receive the same treatment and respect as other customers.
3. Attitudes and Communication
3.1. Appropriate training is essential if staff are to have the knowledge, skills and awareness required to effectively assist disabled people in a sensitive manner. A key part of training should be overcoming inaccurate beliefs or perceptions of a disabled person's ability and quality of life, which may result in unfair or unequal treatment. An individual's personal perceptions are the single most important factor determining how he/she will interact with others. The training programme should instil in staff that a caring attitude is fundamental in developing a rapport with the disabled person.
3.2. Staff should be fully aware that a disabled person is a person like any other who deserves to be treated with respect. Trainers should impress on managers and frontline staff that customers with disabilities are treated consistently with dignity and understanding.
3.3. Everyone in our society should have an equal opportunity to contribute and to belong. Efforts made to ensure that the services are physically accessible to disabled people can be wasted if staff have not received the proper training and show a positive attitude in assisting disabled people. It is paramount that staff consider the person first. The fact that he/she has a disability is secondary.
3.4. It may be necessary to provide special attention in meeting the needs of the disabled person. Language is one of the most important tools used by staff in showing that they value each customer equally. The disabled person is the expert on his/her disability and staff should always ask whether he/she wants help and how best it can be given.
3.5. Staff should be aware that some words or phrases previously in common use might be offensive or patronising to disabled people. They should speak plainly and positively avoid using disagreeable terms, phrases and euphemisms, which treat disabled people disrespectfully. Language evolves and staff should be sensitive to the fact that what is acceptable now may change over time.
3.6. It is important also that staff speak directly to the disabled person rather than to their travelling companion. They should avoid the discourtesy of speaking about someone as if he/she was not there.
4. Recommended Minimum Training Standard for providing physical assistance
4.1. Every transport operator should ensure that, consistent with their type of operation, all employees providing transportation related services, who may be required by their employer to provide physical assistance to a disabled person receive the training recommended in section 2 and a level of training appropriate to their employer's requirements of their function in the following areas. MACS recognises that the transport operator is not responsible for training the staff employed by contractors. Consequently, MACS recommends that the transport operator's contractual relationship with the contractor makes clear that the contractor is responsible for ensuring that their staff receive a level of training appropriate to the requirements of their function in the following areas.
(a) assisting, if appropriate in accordance with the transport operator's policy, with mobility aids (such as wheelchairs, scooters, transfer chairs, walkers, sticks, crutches and braces) through doors and on irregular and multi-level surfaces such as kerbs, escalators, lifts and stairs;
(b) assisting, if appropriate in accordance with the transport operator's policy, a disabled person between the person's own mobility aid and a mobility aid provided by the transport operator and between a mobility aid and the passenger's seat, including:
- seeking information from a disabled person with respect to the person's preferred method of transfer and information with respect to any other special measures required to ensure the safety and comfort of the disabled person; and
- performing important lifting techniques to:
- execute various types of transfer with maximum consideration for the dignity, safety and comfort for the disabled person; and
- avoid injury to the employee or contracted staff making the transfer.
(c) guiding and orienting a person who is blind or whose visual impairment affects that person's mobility; and
(d) assisting, if appropriate in accordance with the transport operator's policy, a person who has limitations in balance, agility or co-ordination that affect that person's mobility.
5. Recommended Minimum Training Standard for handling mobility aids
5.1. Every transport operator should ensure that, consistent with their type of operation, all employees providing transportation related services, who may be required by their employer to provide physical assistance to a disabled person, receive the training recommended in section 2 above and a level of training appropriate to their employer's requirements of their function in the following areas. MACS recognises that the transport operator is not responsible for training the staff employed by contractors. Consequently, MACS recommends that the transport operator's contractual relationship with the contractor makes clear that the contractor is responsible for ensuring that their staff, who may be required to interact with the public and assist disabled people, receive a level of training appropriate to the requirements of their employer's function in the following areas.
(a) different types of mobility aids commonly used;
(b) requirements, limitations and procedures for securing, carrying stowing mobility aids in the passenger compartment of a vehicle and vessel; and
(c) proper methods of carrying and stowing mobility aids in the baggage compartment of a vehicle, including on advice from the user the disassembling, packaging, unpackaging and assembling of the mobility aids.
6. Recommended Minimum Training Standard for assisting with Special Equipment or Aids
6.1. Every transport operator should ensure that, consistent with their type of operation, all employees providing transportation related services, who may be required by their employer to assist with special equipment or aids receive the training recommended in section 2 above and a level of training appropriate to their employer's requirements of their function such as:
(a) telephone devices for persons who are deaf or hard of hearing, electronic signage, and audio or video equipment;
(b) mechanical lifts, ramps and other level-change devices; and
(c) any on board safety equipment.
6.2. MACS recognises that the transport operator is not responsible for training the staff employed by contractors. Consequently, MACS recommends that the transport operator's contractual relationship with the contractor makes clear that the contractor is responsible for ensuring that their staff, receive a level of training appropriate to the requirements of their employer's function in such areas.
7. Recommended Time Limit for Completion of Training
7.1. Every transport operator should ensure that all employees who provide transportation related services and who are required to receive appropriate training, complete their initial training within 60 days after the commencement of their duties. Appropriate timescales should be agreed for training existing staff. MACS recognises that the transport operator is not responsible for training the staff employed by contractors. Consequently, MACS recommends that the transport operator's contractual relationship with the contractor makes clear that the contractor is responsible for ensuring that their staff, who are required to receive appropriate training, complete their initial training within 60 days after the commencement of their duties. Appropriate timescales should be agreed for training the contractor's existing staff.
7.2. Every transport operator should ensure that all employees, who provide transportation related services, receive periodic refresher/reinforcement training sessions appropriate to the requirements of their function. MACS recognises that the transport operator is not responsible for training the staff employed by contractors. Consequently, MACS recommends that the transport operator's contractual relationship with the contractor makes clear that the contractor is responsible for ensuring that their staff, who provide transportation related services, receive periodic refresher/reinforcement training sessions appropriate to the requirements of their function.
7.3. Every transport operator should keep their training programme current by incorporating, at the earliest opportunity, any new information on procedures and services offered or any specific technologies introduced by the operator to assist disabled people.
8. Training Programme
8.1. Every transport operator should have a copy of their training policy statement available for inspection by the general public.
8.2. The recommended format of the training programme for internal use only is as follows:
(1) Corporate Name, Address and Nature of the Business of the Transport Operator.
(2) Name and title of person responsible for managing the training programme within the organisation.
(3) Suitability and experience of the person who provides the initial training and refresher training sessions. Where disabled people are involved in the training programme the nature of their participation.
(4) Target group of the training programme (specify):
(a) managers;
(b) employees and contractors who interact with the public;
(c) employees and contractors who provide physical assistance;
(d) employees and contractors who handle mobility aids;
(e) employees and contractors who assist with special equipment or aids.
(5) List of occupational categories of the organisation's employees who require to be trained and a list of the contractors who are required to train their employees.
(6) Subject matter covered in the training programme.
(7) Principal teaching methods and types of educational and support materials used in this training programme.
(8) Number of hours of training provided in the initial training programme.
(9) Average period between the beginning of employment and the initial training.
(10) Frequency, nature and number of hours or refresher training sessions required.
(11) Qualifications and title of the person who provides the initial training and refresher training sessions.
(12) Where a disabled person is involved in the training programme, the nature of the involvement and how this impacted on the content of the training programme.
(13) The means used by the organisation to ensure that employees receive a level of training appropriate to the requirements of their function.
(14) The recording and monitoring of the completion of the initial training and each refresher training course.
(15) Where the organisation uses contractors, the means used to ensure that the contractors receive a level of training appropriate to the requirements of their function.
9. Monitoring and Evaluation of Training
9.1. MACS recommends that every transport operator should have a customer procedure for making suggestions/ comments or complaints. Staff should make a disabled person aware of the customer procedure if he/she is unable to address concerns to the satisfaction of the disabled person.
9.2. MACS recommends that every transport operator should regard the customer procedure as a means of informing future training needs and the changes required to the training programme.
9.3. In this regard MACS recommends that every transport operator regularly monitors, measures and evaluates their compliance with regulations and codes of practice and the effectiveness of the training.
Published: 09 February 2004