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Accessible Services

Providing Attention to Special Needs

What will you learn in this lesson?

  1. Establishing and maintaining a relationship with passengers and attendants
  2. Maintaining awareness of passenger safety and security
  3. Monitoring passengers for signs of distress
  4. Dealing with emergencies

Knowing and using your organization's policies and procedures to address your every day occupational activities provides each Bus Operator with the necessary structure and guidance to perform professionally and consistently on a daily basis; for example, covering the necessary knowledge of disability conditions and related needs, enhancing your ability to communicate with passengers, how to be sensitive to their needs including individuals' special needs. 

Policies that cover your responsibilities to the passenger when leaving them at their destination will cover a range of common disabilities. They will provide protocols regarding specific impediments to passengers' mobility, assist you to anticipate dangerous situations such passengers' slips and falls and how to react to them. An organization will have policies and procedures for all anticipated events and processes, including protocols for how to ensure a passenger has entered their home before vehicle departure.

You will receive comprehensive education and training to enable you to become a reliable and effective Accessible Services Bus Operator. On taking up your duties, you will need to have synthesised this and have developed an array of personal abilities e.g. the ability to quickly identify various forms of passenger distress i.e. emotional, physical, and medical. You will also need to have developed the ability to take appropriate action when such forms of distress show themselves.

Even given all of the education, training, and experience you will acquire, there will be emergencies; and you will have to deal with them. You will need to have the necessary knowledge to perform your responsibilities to passengers with disabilities and their related needs as well as passengers with medical conditions and related needs. Knowing and being able to execute emergency procedures will be critical. Being able to quickly and safely evacuate passengers, with their variety of mobility devices and breathing aids, from their various security devices and get them out of harms way is also your job and responsibility.

"So, every day is like starting all over again with a fresh group of variables."

"Yes, and every passenger is special."

"Danny, I really appreciate your help and the time you have taken with me. I will really need to think this over. Working in the Accessible Services sector sounds like a lot of training and commitment."

"I think that is the same for all sectors Kim. They all have their role in the Canadian bus industry. This one is unique in it's own way, in it's own role, in it's own commitment to the people who are it's passengers."


Next: Quiz 6