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The Perfect Ride

The Perfect Ride. Providing superior service for passengers with disabilities. The right to travel. Civil rights legislation throughout the last fifty years has protected the rights of the disabled …transportation services are one of those rights. A.D.A.

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The Perfect Ride

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  1. The Perfect Ride Providing superior service for passengers with disabilities

  2. The right to travel • Civil rights legislation throughout the last fifty years has protected the rights of the disabled …transportation services are one of those rights.

  3. A.D.A. • The Americans with Disabilities Act • Spelled out these rights • Architectural barriers • Telecommunications • Rider-ship on public accommodations • Defined disability and obligations

  4. Disability as ADA defines it • An individual with a physical or mental impairment that substantially limits one or more major life activities such as: Breathing Caring for oneself Seeing Working Speaking Performing Manual Tasks Walking Learning

  5. Disabilities you might encounter… • Hearing • Vision • Cognitive • Behavioral • Mobility • And many others…..

  6. What the law requires • To those who provide advance notice • Regardless of disability type- a ride • For mobility impaired- a lift equipped bus • To those who “appear” at departure time • A good effort to accommodate • A bus fleet that meets the ADA standard

  7. Equal treatment • The passenger has rights • The right to ride in the same manner as any other passenger • Has the right to to remain and ride as a passenger in a wheelchair • May elect not to use a seatbelt UNLESS everyone else wears a seat belt • And, by the way, where is the “Belt cutter”?

  8. Service animals • Absolutely they are permitted • Vision, hearing and other impairments are involved • Animals may vary from the standard “Guide dog”

  9. Oxygen on board • Limit to 99 pounds- TOTAL- all passengers • Weight of oxygen and bottles • Oxygen in use OK, but no smoking • Carefully stow spare bottles

  10. Communications • To the visually impaired, provide PA announcements that offer appropriate information • To the hearing impaired, offer written communication as necessary and appropriate

  11. Rest stops For the mobility impaired • If there is a rest room available for passengers, and • The mobility impaired party cannot access it; • Then periodic (and even on demand) rest stops are mandatory.

  12. To do it well--- • Think less of “Rights” and more about “Satisfaction” • First, your own satisfaction • And the satisfaction and thanks of those depending upon you….

  13. THINK….. • Attitude • Your positive attitude is the starting point for a “Perfect trip” • The Five P’s • Guide exactly what you do, every step of the way

  14. The Five “P”s to a Perfect Ride • Preparation • Personality • Positioning • Professionalism • Patience

  15. The Perfect RideThe first step, Preparation • Check the vehicle and equipment • Test the lift operation, full cycle • Report any defects • Assure good working condition BEFORE departure

  16. The Perfect RideThe first step, Preparation • The restraint system • Insure that straps and tie downs are clean and in good condition, • Count the straps • Inspect the floor anchors where the straps attach • Report problems, get replacements

  17. The Perfect RideStep Two, Personality • Make a connection with your rider • Speak clearly and use appropriate language • Smile, show respect, maintain eye contact • Give them a sense of comfort outside the bus before you provide them a place of comfort inside the bus

  18. The Perfect RideStep Three, Positioning • Stop where the lift can be deployed in a level area. • Engage the parking brake. • Clear away anything that might interfere with safe loading & securement • Lower the lift platform until it makes level contact with the ground

  19. The Perfect RidePositioning..continued • Load the passenger onto the lift, lock the mobility device • Cue the customer as you prepare to raise the lift • Keep a hand on the wheelchair as you raise the platform

  20. The Perfect RidePositioning..continued • Once raised, enter the coach, unlock the wheel chair brakes and position the passenger for securement • Ask the passenger if they would prefer the comfort of a seat, if they decline suggest they wear a restraint

  21. The Perfect RidePositioning..continued • Secure the mobility device to the floor using a four point tie down • Try to maintain a belt angle of approximately 45 degrees • Make certain the mobility device is secured to prevent any type of movement

  22. The Perfect RideStep Four, Professionalism • Safe operation is vital • Avoid hard braking, sudden turns, tailgating • Don’t let your schedule compromise safe driving skills & abilities • Avoid action or behaviors that reflect negative attitudes towards passengers with disabilities

  23. The Perfect RideStep Five, Patience • Patience-- a technical definition: • Enduring trying circumstances with even temper, enduring without protest or complaint • Patience is the overriding virtue which must be demonstrated at all times. • Transporting people with disabilities can be challenging. • Patience can help overcome much of the challenge.

  24. The 5 P’s to the Perfect Ride 1. Prepare 2. Personable 3. Positioning 4. Professionalism 5. Patience Closely examine your use of the 5 P’s--- And limit passenger problems and injuries And offer a more satisfying experience for all…

  25. THANKS for listening • Remember, you have the power to resolve problems before they become “issues”! • And, know that your personal best is appreciated by those who truly understand… Jack Burkert burkert@dmv.com

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