Developing and Sustaining a Professional Driver and Regulator

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

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• Percentage of taxicab drivers that renew
  licences annually
• 2004     93.272005     92.80
• 2006     88.972007     91.972008    
  72.21 (YTD)

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• - 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

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• The Effective Taxicab
• Driver Training Program
• (for new applicants)
• mandatory 17-day course
• for new applicants wishing
• to obtain a taxicab drivers
• 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.
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• 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

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

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• Taxicab Owners 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

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• Owners Refresher Course Modules
• Introduction
• Business Principles
• Human Rights Cultural Awareness
• Disability Awareness
• Toronto Tourism
• Relationship within the Industry
• Legal Responsibility

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• 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.
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• 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

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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

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• 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

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• 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.
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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 Torontos
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.
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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.
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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.
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Customized Training 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.
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• Customized Training Services
• - conduct needs
• - assessment / analysis
• - develop learning objectives
• - module customisation
• - design and develop
• - participants and
• - facilitators 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!
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• 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.
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For further information, please visit our website
at www.toronto.ca/taxitraining Glenn
Steeves Manager, Training 416-396-5460 gsteeves_at_t
oronto.ca taxipros_at_toronto.ca
We will work with you to ensure a well-thought
and responsive training solution.
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Conclusion Comments and Questions