Developing and Sustaining a Professional Driver and Regulator’s Workforce

1. Developing and Sustaining a Professional Driver and Regulator’s Workforce International Association of Transportation Regulators Annual Training Conference 2008 Presenter: Glenn Steeves Manager, Training Sept. 2008

2. MISSION STATEMENT Municipal Licensing and Standards enhances the quality of life in the City of Toronto for all residents, businesses and visitors, through the delivery of quality services designed to maintain a high level of public safety, community integrity, consumer protection, and responsible business activities.

3. Structure of the Taxicab Industry 3480 Standard Taxicabs 1403 Ambassador Taxicabs 104 Accessible Taxicabs 4987 licensed taxicabs in the City of Toronto ______________________________________ 10,039 licensed taxicab drivers 3,600 licensed taxicab owners

4. Percentage of taxicab drivers that renew licences annually • 2004     93.27%2005     92.80% • 2006     88.97%2007     91.97%2008     72.21% (YTD)

5. - Training Centre, Municipal Licensing & Standards • - Team of 17 professional Training & Development • Specials currently design, develop and deliver • five different taxicab training courses • Approx. 5,700 students trained annually at • Taxi Training Centre • - The City of Toronto is recognized as the industry • leader in taxicab driver/owner training

7. The Effective Taxicab • Driver Training Program • (for new applicants) • mandatory 17-day course • for new applicants wishing • to obtain a taxicab driver’s • licence • - min. 80% grade to pass • - over 20 distinct modules • approx. 2,000 trained • annually • - course fee: $567.22 “… intense and skill-focused, the Effective Taxicab Driver Training Program prepares individuals to meet the practical challenges of taxicab driving in the City of Toronto.”

8. Primary Course Modules: • Introduction • Customer Relations/Professionalism • Toronto Tourism • Toronto Geography • Abridged Version of The Toronto Municipal Code Chapter 545 • Emergency Situations & Safety Procedures • Taxicab Maintenance & Standards • Human Rights & Women in Society/Cultural Diversity • Street Guide Techniques • Effective Communications Skills • Radio and computer Skills • Taxicab Meters/Trip Record Procedures • Passengers with Disabilities • Dealing with Difficult Customers/Situations • Health & Well Being • Defensive Driving • Sharing the Road with Cyclists • Business Management & Financial Planning • Route Planning Techniques

9. Taxicab Driver Refresher III Course • mandatory 3-day course • every four (4) years for • licenced taxicab drivers • - 10 distinct modules • focusing on professional • customer service • - approx. 2,600 trained • annually • - course fee: $180.00 “… providing drivers with an opportunity to reflect and expand on their current skill set and knowledge.”

10. Refresher III Course Modules • Introduction • Disability Awareness • Customer Care • Business Success • Legal Updates • Health & Well Being • Driver Safety • Tourism • Street Guide Challenge

11. Taxicab Owner’s Training Course • mandatory 2-day course • every four (4) years • designed to update the • taxicab owner on their • role and responsibilities • within the industry • - approx. 950 trained • annually • - course fee: $120.00

12. Owner’s Refresher Course Modules • Introduction • Business Principles • Human Rights & Cultural Awareness • Disability Awareness • Toronto Tourism • Relationship within the Industry • Legal Responsibility

13. Accessible Taxicab • Training Course • mandatory 5-day course • 80% grade to pass • for the experienced driver • who wishes to own/drive • an Accessible taxicab • - curriculum focused on • providing quality service • to customers with special • needs • approx. 160 trained annually • course fee: $190.00 “… helping expand the goal of greater and more convenient accessibility to people with disabilities throughout the community.”

14. Accessbile Taxi Training Course Modules (5-day) • - Introduction • - Human Rights and Diversity Awareness • - Municipal Code, Chapter 545 • - Disability Awareness • - Passenger Assistance • - Equipment Handling and Injury Prevention • - Passenger Safety and Emergency Procedures • Accessible Taxicab Standards and Vehicle • Maintenance • - Business Management • -Personal Financial Planning • -Defensive Driving

15. Accessible Taxicab Operator Training Program • 3 day generic course designed for external clients • Specifically for taxicab operators and individuals who transport passengers using accessible taxicabs

16. Accessible Taxicab Operator Training Program • - Introduction • - Disability Awareness • - Human Rights and Diversity Awareness • - Passenger Assistance • - Equipment Handling and Injury Prevention • - Passenger Safety and Emergency Procedures

17. Ambassador Taxicab • Training Course • mandatory 20-day course • (40 half-day sessions) • for experienced driver who • wishes to own/operate an • Ambassador taxicab • - widely-acclaimed course to • develop superior customer • service skills • - course fee: $871.02 “Our goal is to continue to set the standard of professionalism and innovation in the industry.”

18. Award Winning Team The Canadian Society for Training and Development (CSTD) presented the City of Toronto, Training Centre with the 2004 Award of Excellence for development of the Ambassador Taxicab Driver Training Program. In 2007 the Canadian Society for Training and Development (CSTD) awarded the City of Toronto’s Training Centre with the Society's prestigious first ever Gold "WOW" Award for training excellence. The honour was awarded to the Training Centre for the Taxi Driver's Refresher Training Course III.

19. Training Centre Wins 2008 Provincial Award! The Public Sector Quality Fair (PSQF) has awarded the City of Toronto, Municipal Licensing and Standards Training Centre with their highest honour, the prestigious Level III Award. The honour was awarded to the Training Centre for the Taxi Driver's Refresher Training Course III. The PSQF Level III Award is given to an organization who has demonstrated service quality excellence within Ontario at the Municipal, Provincial or Federal level.

20. The Training Centre was also awarded the 2004 Silver Award from the Government of Ontario, Public Sector Quality Fair, for the marketing and licensing of Toronto's Taxicab Driver Training Courses to other cities and municipalities.

21. CustomizedTraining Courses The City of Toronto through its Municipal Licensing & Standards Division, Training Centre, licenses and customizes programs, courses, individual modules and workshops to cities and regions worldwide. “Training underlies industry strength. Effective training does much more than provide skills and knowledge, it shapes attitudes and behaviours.”

22. Customized Training Services • - conduct needs • - assessment / analysis • - develop learning objectives • - module customisation • - design and develop • - participant’s and • - facilitator’s manuals • - develop support materials • - conduct train-the-trainer • - course evaluation To create an effective training program, our Training & Development Specialists work through the proven principles and methods of curriculum development!

23. Can We Help You? • What Are Your Objectives? • - Train new taxicab drivers • - Upgrade current drivers’ skills • Train for specialized • designations, (e.g.) Accessible Driver, Defensive Driving • What Are Your Needs? • - Training materials • - Train-the-trainer • - Course delivery • - Logistical support “Understanding your objectives and needs is key in ensuring our training solutions are effective.”

24. For further information, please visit our website at www.toronto.ca/taxitraining Glenn Steeves Manager, Training 416-396-5460 gsteeves@toronto.ca taxipros@toronto.ca “We will work with you to ensure a well-thought and responsive training solution.”

25. Conclusion Comments and Questions