Bus Driver Training & Big Red Book

Simon WallisOperator Staff Development ManagerTransport for London - Buses

Outline

• The scale of the operation• How bus drivers are trained• BTEC• Disability and Diversity Awareness• Monitoring of standards• Big Red Book• New accessibility initiatives• Work in schools • New training film

The scale of the operation

• 486 million km operated annually

• 6.5 million passenger trips each weekday

• 24,000 bus drivers

• 19,000 bus stops

• 8,500 buses

• 700 routes

• 88 bus garages

• 12 bus companies

How bus drivers are trained

• Initial training takes around 6 weeks

• First week:• Theory/hazard perception• Company induction

• Followed by about 4 weeks’ practical training

• Driving test takes 90 minutes

• Year on year ‘refresher’ training

The BTEC

• Bespoke qualification unique to London

• All new drivers must achieve the BTEC within their first year of service

• Competence based award

• 40 hours’ worth of learning

• At any one time 21,000 drivers are BTEC qualified – rest ‘in training’

What’s in the BTEC?

• Covers basics of the job but with a strong focus on:

• Operational requirements unique to London

• Safety and security • Delivering an inclusive service• Customer care• Conflict and stress management• In-service driving assessment

Training in Disability & Diversity Awareness

• Training partner ‘The Vassall Centre Trust’

• ‘Train the Trainer’ programme

• Delivering an Inclusive Bus Service

• Key learning outcomes:

– Overcome barriers faced by older and disabled customers– Understand the need for equality and diversity– Understand behaviours needed to ensure full and equal access to the

bus service– Know how to ensure access for wheelchair users to the dedicated space

What has been the effect of BTEC?

A low score is good

Monitoring of service standards

• Driving Quality Monitoring

• Year on year favourable trend

• Revamped Mystery Traveller Survey, focussed on:– Smoothness of ride– Interaction– Professionalism– Serving the stop

Big Red Book 3

What is it?

• A staff handbook – award winning!• Rules, guidelines, policies, procedures• Distributed to 24,000 bus drivers and other key

staff• Introduced in 2008• This is the third edition• Has become the industry ‘go to’ reference

• Designed with input from older and disabled passengers

What’s inside?

• Frequently Asked Questions

• The Basics – doing the job

• More than just a driver

• Older and disabled passengers

• Getting Help

• Drivers’ Guide to Ticketing

• Bus Service Guide

• Index & Glossary

Buggies, wheelchairs and mobility scooters

Generally, safe to have two…however

Allow time to fold down

Busy bus stops

• Make sure all your passengers have an opportunity to board before you pull away

• Do not move off or pull round other buses unless you are sure everyone wanting your bus has boarded

• You may have to pull forward nearer to the stop

Kneeling the bus

• Pull in close to the kerb

• Assess whether your passengers need the bus to be knelt BEFORE you open the doors, especially if they have to step up on to the platform

• You must kneel the bus:– If someone asks– You can see somebody

needs it

Mobility Aid Recognition Scheme

• Mobility scooters– Only the more ‘compact’ designs

will fit

• Power wheelchairs

• Mobility walkers

• Customer calls Contact Centre or Travel Mentoring Team

• Accompanied journey or ‘Bus Day’

• If OK, sent pack with Mobility Aid Card and ‘Conditions of Use’

Our work in schools

• LT Museum

• Visit schools each year

• Safer Transport Teams

• ‘Zip’ Oyster card

• Behaviour Code

• Enforcement

• Aim to engage young people to be independent, safe and responsible travellers

New Training Film

• Collaboration between– Age UK London– Transport for All

– Transport for London

• New training film, designed with input from older and disabled passengers

• ‘Make the case studies come to life’

• To be delivered Autumn 2012

Objective of the Film

• Bus drivers:

– see and understandthe experiences and access needs of older and disabledpassengers

– Understand and deliver thebehaviours needed to meet theseaccess needs

– Consistently deliver good customer service to allpassengers

Stages of Production

• Focus group of older and disabled passengers:

– Inform the detailed brief– Record past experiences (good and bad)– For bus drivers, identify practical behaviours which remove barriers

to travel e.g. pulling into the kerb– Answer the following questions:

• Travelling by bus is important because…• I need bus drivers to…• When I am not treated well it makes me feel…

• When the bus driver does all the right things and I am able to travel, it makes me feel…

Final Production

• After the detailed brief we will need YOUR help!

• Panel of 3-4 older passengers who:

– Have a story to tell– Can empathise with the role of the

bus driver– Care about making a difference– Can easily identify behaviours

which will help them and others use the buses more

– Happy being on camera!

Summary

Training

• Training is taken seriously• More comprehensive than rest

of the UK• BTEC• Diversity and disability

awareness• Things have improved but we

know there’s more to do• Year on year refresher training• Comprehensive monitoring• New training film

Big Red Book

• Staff handbook to 24,000 bus drivers

• Key policies, procedures & guidelines

• The industry ‘go to’ reference• Designed with input from older

and disabled passengers• Award winning• Bus drivers like it and use it