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Agenda Item # 9

BOARD MEMORANDUM

BACKGROUND:

On a quarterly basis, staff provides the Committee for Transit Accessibility (CTA) with Coach Operator Training updates relative to ADA regulations, sensitivity training, securement training, and customer service as it is provided by VTA to the disabled community.

DISCUSSION:

Through the evaluation of reports and staff discussions since implementation in January, 2007, of the Mandatory Securement Policy for Mobility Devices, the Technical Training Unit of VTA Operations has targeted some key points to address in our ongoing training efforts.

For New Coach and Community Bus Operators, VTA Operations Training is addressing the following areas with special emphasis:

• Classroom lecture, on-board mechanics, and documentation that every Trainee has successfully demonstrated the ability to secure various types of mobility devices on-board various types of coaches, including Community Buses (new equipment).
• Emphasis on excellent sensitivity towards addressing specific disabilities, i.e., learning appropriate working (stem phrases) for the boarding, seating, and calling out of stops for customers with vision, hearing, and speech impairments, as well as discussion on identifying and understanding other types of disabilities.  Students practice stem phrases addressing each of these disabilities individually.
• Students in training begin working some non-scheduled service to practice picking up and dropping off customers under controlled conditions.  This allows them to gradually learn their craft, including positive, assertive communication skills, under supervision, and to be counseled and re-instructed as necessary before going out on their own.
• The CARE Tracking Report shows that some of our newer operators have received compliments from the public on their positive, caring, and excellent abilities.
  

Our veteran Operators continue to receive their annual training in Verification of Transit Training (VTT) Classes, and when complaints result in a referral for additional training from their Superintendent.  Occasionally, an Operator will request some additional training which, of course, is provided:

• The Mandatory Securement Reports are reviewed daily, and show a very small number of “Unable to Secure” messages coming in from Operators.  This demonstrates that the on-board equipment is in place and is being used.
• The reports are also showing very small numbers of “Refused to be Secured” indicating an understanding and willingness of our customers to comply.
• Operators report the significant increase in communication with customers and the resulting benefits.
• Operators report that there is an excellent relationship developing between customers and Operators as they work together towards compliance with the Mandatory Securement Policy.
• Complaints have been addressed aggressively by management, demonstrating the importance and seriousness of the expectation that VTA has of its’ Operators in regards to this policy.
• Field support regarding tether replacement, specific customer needs, and enforcement, has been well documented.

The re-trains that the Technical Training Department has been providing since the policy implementation in January initially addressed issues such as: physical challenges for the operator, customers with heavily loaded mobility devices which made securement difficult, radio protocol required by the policy, and the increased need for operator/customer communication.  These re-trains have slowed down significantly as compliance and issues in the field have been resolved. We are pleased with the results of the first six months of implementation, and will continue to address all challenges that arise.

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