The Perfect Ride

1
The Perfect Ride

• Providing superior service for passengers
  with disabilities

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The right to travel

• Civil rights legislation throughout the last
  fifty years has protected the rights of the
  disabled transportation services are one of
  those rights.

3
A.D.A.

• The Americans with Disabilities Act
• Spelled out these rights
• Architectural barriers
• Telecommunications
• Rider-ship on public accommodations
• Defined disability and obligations

4
Disability as ADA defines it

• An individual with a physical or mental
  impairment that substantially limits one or more
  major life activities such as
• Breathing Caring for oneself
• Seeing Working
• Speaking Performing Manual Tasks
• Walking Learning

5
Disabilities you might encounter

• Hearing
• Vision
• Cognitive
• Behavioral
• Mobility
• And many others..

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What the law requires

• To those who provide advance notice
• Regardless of disability type- a ride
• For mobility impaired- a lift equipped bus
• To those who appear at departure time
• A good effort to accommodate
• A bus fleet that meets the ADA standard

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Equal treatment

• The passenger has rights
• The right to ride in the same manner as any other
  passenger
• Has the right to to remain and ride as a
  passenger in a wheelchair
• May elect not to use a seatbelt UNLESS everyone
  else wears a seat belt
• And, by the way, where is the Belt cutter?

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Service animals

• Absolutely they are permitted
• Vision, hearing and other impairments are
  involved
• Animals may vary from the standard Guide dog

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Oxygen on board

• Limit to 99 pounds- TOTAL- all passengers
• Weight of oxygen and bottles
• Oxygen in use OK, but no smoking
• Carefully stow spare bottles

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Communications

• To the visually impaired, provide PA
  announcements that offer appropriate information
• To the hearing impaired, offer written
  communication as necessary and appropriate

11
Rest stops

• For the mobility impaired
• If there is a rest room available for passengers,
  and
• The mobility impaired party cannot access it
• Then periodic (and even on demand) rest stops are
  mandatory.

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To do it well---

• Think less of Rights and more about
  Satisfaction
• First, your own satisfaction
• And the satisfaction and thanks of those
  depending upon you.

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THINK..

• Attitude
• Your positive attitude is the starting point for
  a Perfect trip
• The Five Ps
• Guide exactly what you do, every step of the way

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The Five Ps to a Perfect Ride

• Preparation
• Personality
• Positioning
• Professionalism
• Patience

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The Perfect RideThe first step, Preparation

• Check the vehicle and equipment
• Test the lift operation, full cycle
• Report any defects
• Assure good working condition BEFORE departure

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The Perfect RideThe first step, Preparation

• The restraint system
• Insure that straps and tie downs are clean and in
  good condition,
• Count the straps
• Inspect the floor anchors where the straps attach
  
• Report problems, get replacements

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The Perfect RideStep Two, Personality

• Make a connection with your rider
• Speak clearly and use appropriate language
• Smile, show respect, maintain eye contact
• Give them a sense of comfort outside the bus
  before you provide them a place of comfort inside
  the bus

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The Perfect RideStep Three, Positioning

• Stop where the lift can be deployed in a level
  area.
• Engage the parking brake.
• Clear away anything that might interfere with
  safe loading securement
• Lower the lift platform until it makes level
  contact with the ground

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The Perfect RidePositioning..continued

• Load the passenger onto the lift, lock the
  mobility device
• Cue the customer as you prepare to raise the lift
• Keep a hand on the wheelchair as you raise the
  platform

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The Perfect RidePositioning..continued

• Once raised, enter the coach, unlock the wheel
  chair brakes and position the passenger for
  securement
• Ask the passenger if they would prefer the
  comfort of a seat, if they decline suggest they
  wear a restraint

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The Perfect RidePositioning..continued

• Secure the mobility device to the floor using a
  four point tie down
• Try to maintain a belt angle of approximately 45
  degrees
• Make certain the mobility device is secured to
  prevent any type of movement

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The Perfect RideStep Four, Professionalism

• Safe operation is vital
• Avoid hard braking, sudden turns, tailgating
• Dont let your schedule compromise safe driving
  skills abilities
• Avoid action or behaviors that reflect negative
  attitudes towards passengers with disabilities

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The Perfect RideStep Five, Patience

• Patience-- a technical definition
• Enduring trying circumstances with even temper,
  enduring without protest or complaint
• Patience is the overriding virtue which must be
  demonstrated at all times.
• Transporting people with disabilities can be
  challenging.
• Patience can help overcome much of the challenge.

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The 5 Ps to the Perfect Ride

• 1. Prepare
• 2. Personable
• 3. Positioning
• 4. Professionalism
• 5. Patience
• Closely examine your use of the 5 Ps---
• And limit passenger problems and injuries
• And offer a more satisfying experience for all

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THANKS for listening

• Remember, you have the power to resolve problems
  before they become issues!
• And, know that your personal best is appreciated
  by those who truly understand
• Jack Burkert
• burkert_at_dmv.com