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Disability Community Consultation Group 3 rd February 2017

Disability Community Consultation Group 3 rd February 2017. Objectives for this Section. Work collaboratively with the disability community, alongside other airport stakeholders, to: Set appropriate standards for the Special Assistance Service

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Disability Community Consultation Group 3 rd February 2017

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  1. Disability Community Consultation Group3rd February 2017

  2. Objectives for this Section • Work collaboratively with the disability community, alongside other airport stakeholders, to: • Set appropriate standards for the Special Assistance Service • Receive feedback on the service currently provided and identify any highly or poorly performing areas • Set out work already completed in improving the service provided and seek feedback on effectiveness • Outline future plans and consult on these changes to better meet the needs of the service users • Ensure regular consultation with the disability community takes place going forward and look to establish an appropriate forum and frequency for this engagement.

  3. CAA Quality Standards Improvements

  4. CAA Quality Standards Improvements – Arrivals

  5. Improvements in 2016 • Change in PRM Service Provider from Amey to Omniserv mid-March 2016. • Recruitment of dedicated Special Assistance Service contract manager, employed directly by Edinburgh Airport, in June 2016. • Increased Ambulift fleet from three units to five operational. • Increased staffing levels and completely restructured operational management team. • Introduced three new minibuses and two ‘Aviramp’ Liteunits. • Developed Access Guide and Assistance Journey Leaflets. • Introduced ‘Hidden Disabilities’ Lanyards and Pins. • Delivered new dedicated Special Assistance Reception within terminal extension area. • Implemented ‘Signlive’ Video Remote Interpreter service for deaf and/or without speech British Sign Language users.

  6. Improvements & Focus Points for 2017 • Review and improvement of call points throughout the airport campus for passengers with reduced mobility to seek assistance more easily. • Changing Places Toilet planned in Airside Terminal Expansion. • Implementing ‘Signlive’ for our call centre contact process. • Rolling out mandatory Disability Awareness Training throughout the airport. • Delivering a greatly improved summer performance through proper allocation of service resources. • Summer recruitment presently underway for the special assistance team. • Achieving Autism Friendly Award and training the assistance team as Dementia Friends. • Continuing to provide our dedicated and specialised ‘Additional Needs’ service.

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