CURB€¦ · Assisting Mobility Device Passengers. When picking up a visually impaired person, exit the vehicle and call out the passenger name and identify yourself as Access-A-Ride

ADA CERTIFICATIONCURB

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www.GoCurb.com2

Introduction To Curb (3)

Americans With Disabilities Act (ADA) and Paratransit (6)Disability Etiquette (11)

• Terminology

• Assisting Passengers

• Personal Care Attendants (PCA)

• Service Animals

Providing Assistance (21)• Communication

• Properly Assisting Passengers

• Door To Door Service

Making a Successful Pickup (33)

Payments (40)Safe Driving (44)

• Accidents

WAV Review (52)Drug and Alcohol Testing (87)

C-A-R-E Initiative (100)

Reasonable Accommodations (106)• Customer Sensitivity

• Inappropriate Conduct

TRAINING OVERVIEW

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● Pre-Employment● Random Tests● Post-Accident Testing● Reasonable Suspicion Testing

FTA Drug & Alcohol Testing

KEY TOPICS:

INTRODUCTION TO CURB

● Curb Passengers:O ConsumersO BusinessesO Paratransit Programs

● Curb also provides revolutionary dispatch and payment processing systems for the taxi industry

● Curb is also one of the largest taxi advertising platforms:O Taxi tops, Taxi TV

Curb is the #1 Taxi Booking App

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Many ways to Get a Ride

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Book Now - Schedule a car to be picked up immediately

Book in Advance - Schedule a ride up to 24 hours in advance

Pair & Pay - Employees can street hail and pay in the Curb app with the Pair & Pay feature

7 Digit Code - Displayed on the Taxi TV screen which can be input into the Curb App

Website - Staff can book rides for employees on a PC, tablet or phone via web portal

Tablet - A tablet option allows employees to book rides from a central location

App Booking: Curb Street Hailing: Pair & Pay Web Booking: Concierge

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KEY TOPICS:

ADA & PARATRANSIT

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ADA & PARATRANSIT

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The Americans with Disabilities Act (ADA) of 1990 requires public transit agencies that provide fixed-route service to provide “complementary paratransit” service to people with disabilities who cannot use the fixed-route bus or rail service because of a disability. The ADA regulations specifically define a population of customers who are entitled to this service as a civil right.

The MTA administers the paratransit service “Access-A-Ride” for New York City (NYC). The service operates 24/7, 365 days a year throughout the 5 boroughs of NYC and ¾ of a mile into Nassau and Westchester counties.

use wheelchair (2,100 daily)

board with personal care attendants & guests

are over 65 years old

ADA & PARATRANSIT

Each customer has a disability or medical condition that is specific to them. Regardless of whether the disabilities are obvious or invisible, the purpose of this training is to help acknowledge all customers with respectful language and attitudes and make their traveling experience comfortable, safe and efficient. The training will also teach you to successfully complete a trip from acceptance to drop-off.

148,000 Customers

14%

28%

70%

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ADA & PARATRANSIT

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● The most commonly recognized blue and white AAR vans are

licensed by the TLC, but they are regulated by the DOT.

● TLC regulated vehicles also provide trips for the program. As of

May 2018, these trips account for about half of all trips.

● The number of monthly program trips in TLC regulated vehicles

now exceeds 250,000 out of almost 600,000. (42%)

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Curb (Broker) ADA & Paratransit

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The Program will be utilizing Curb as a broker for pre-arranged Access-A-Ride

Program trips. These are pre-arranged ride requests taken at the AAR program’s

call center and sent to Curb daily.

You DO NOT need any additional or new equipment in your

cab to do Access-A-Ride trips.

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KEY TOPICS:

Disability Etiquette

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The ADA defines a person with a disability as a person who has a physical or mental impairment that substantially limits one or more major life activity. This includes people who have a record of such an impairment.

● One in five people in the United States has a disability.

● In New York City, 11% of the population is known to have one or more disabilities. The actual percentage is likely greater because disabilities are almost always underreported.

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Person with Disability

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Terminology

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Avoid phrases like:● Handicapped● Wheelchair bound● Deaf and Dumb● Retarded● Afflicted● Confined to a wheelchair● Normal● Poor● Suffering● Unfortunate● Victim

Use phrases such as:● Person with a disability● Wheelchair user● Person that is hearing and/or speech

impaired● Mobility Device

Remember to address the person and not the disability!

Think PEOPLE FIRST!

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● A person’s wheelchair is part of their personal space, do not touch it without permission.

● When talking to a person who uses a wheelchair, sit or stand at a slight distance so that the conversation feels more natural.

● Be aware of reach limits.

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Assisting Mobility Device Passengers

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● When picking up a visually impaired person, exit the vehicle and call out the passenger name and identify yourself as Access-A-Ride.

● Call out and assist means you loudly say the customer’s name to help locate them. Then once you locate them you physically guide or help them to your car.

● Make sure you get the person’s attention and identify yourself before you make contact with the person who is blind.

● Offer to read written information aloud for them.

● Offer your arm if they need to be guided, do not take or grab their arm.

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Assisting Blind or Low Vision Passengers

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● Before speaking to a customer who may be deaf or hard of hearing, make sure you get their attention.

● Try to stand in front of them and make eye contact as you speak. Speak clearly and do not cover your face/mouth.

● Never make physical contact without first getting permission from the customer.

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Assisting Deaf or Hard Hearing Passengers

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● Remember that not every disability is visible.

● If a person tells you that they have a disability, do not question it or ask the nature of their disability.

● Never ask anyone to disclose their disability.

● Avoid assuming and treat people like individuals.

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Assisting Non-Visible Disability Passengers

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● Driver should always ask the customer if they need assistance even when they have Personal Care Assistant with them during the ride.

● Drivers must not charge Personal Care Assistants (PCA) extra

● Drivers shall assist a Personal Care Assistant (PCA) or companion into and out of the vehicle.

● Personal Care Assistants (PCA) ride free

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Personal Care Attendants (PCA)

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KEY TOPICS:

Providing Assistance

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Verbal Communication

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● A passenger should never have to ask for assistance because the

driver failed to offer it.

● Ask questions to ensure passenger comfort:

o “Do you need help?”

○ “Are you comfortable?”

○ “Are you warm enough”

● Talk to the passenger instead of the attendant

○ Greet the passenger at first contact

○ Passenger will refer you to attendant if they’re having trouble

communicating

○ Give clear directions to ensure everyone is safe

○ Don’t take shortcuts, it’s not a race.

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Inappropriate Communication

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● Drivers should not start or participate in conversations regarding politics or

religion or anything sexual in nature.

● Drivers should not make comments regarding a passenger’s appearance

(not even a compliment).

● Harassing a passenger or refusing service because of their gender, race,

color, religion, age, national origin or disability is a violation of DOT and TLC

regulations and can result in loss of license and/or criminal charges.

● Drivers should never touch or address a passenger in a sexually suggestive

manner.

● There is no such thing as “consensual”. Any inappropriate or sexually

suggestive behaviour or conduct is a violation of DOT and TLC regulations

and can result in loss of license and/or criminal charges.

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MANUAL WHEELCHAIR

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Push Handles/Hand Grips

Rear Wheel

Push Ring

Foot Rest

Arm Rest

Caster

Anti-tip Bar

Seat Back

Brake

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● Place your wheelchair on a solid even surface.

● Make sure the brakes are locked. You do not want your wheelchair rolling away

from you as you try to open it up. Usually, there are small levers in front of each

rear wheel that engage to lock the wheels.

● Grab the seat of the wheelchair with one hand in the front and one in the back.

● Slowly push the seat down in the middle of the seat. The sides and wheels of

the wheelchair should slide away from one another.

● Push all the way down until the seat is fully opened.

● Your wheelchair is now ready for use. Be sure the brakes are locked before

attempting to sit in your wheelchair.23

To open or unfold the wheelchair:

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● Make sure the brakes are applied to the wheelchair.

● Stand in front of the wheelchair and grab the seat of the chair with one hand

in the front and one hand in the back.

● Slowly lift up on the seat. The seat should fold in half and the wheels should

move closer together.

● Fully raise the seat in the middle, and the wheelchair should be folded up and

ready to transport or store.

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To close or fold the wheelchair:

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Walker Types

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•Standard Walkers– Also known as a medical walker. Standard walkers are popular because they provide the most support of any mobility device. They must be lifted to move, and so require the user to have some upper body strength. Standard walkers can be difficult for long trips because it is quite tiring to lift it for every step. They also slow the user down substantially.•Rolling Walkers – A rolling walker is one with wheels. The wheels can be front-only or on the front and the back, but never the back alone. Rolling walkers can allow the user a faster pace because they do not need to be lifted with each step. They are somewhat less stable than a standard walker, but still quite effective. Rolling walkers are a good option for someone who wants the extra support but plans on walking outside or moving more freely.•Rollators – "Rollator" is another name for a four wheel walker. They always have brakes to help users stabilize them and are great for outdoor use. They allow the user to move as quickly as is safe because they are not slowed by having to lift. Most come equipped with some kind of basket or bag to hold personal items.•Folding Walkers – A folding walker is one which is collapsible. Most walkers do fold for easy transport and storage.

https://justwalkers.com/collections/standard-walkers

https://justwalkers.com/collections/wheeled-walkers

https://justwalkers.com/collections/standard-walkers

https://justwalkers.com/collections/rolling-walkers

https://justwalkers.com/collections/walkers

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Customer Walker

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Properly Assisting Passengers

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● The MTA expects that drivers will offer to assist all Access-A-Ride passengers from the

curb into the vehicle and out of the vehicle at the destination unless directed otherwise.

● Drivers must provide assistance with boarding, disembarking and other aspects of the trip:

providing “reasonable accommodation”.

○ Includes assistance counting money if needed, such as with the blind (aloud noting each

bill and change).

○ Stowing mobility devices (walkers, collapsible wheelchairs, etc.) just as one would luggage

or parcels requiring special care.

● "Assistance” is physically or verbally helping riders while “Accommodation” is doing something

extra for the passenger that they may need help with

● Drivers are never required to lift or carry a passenger.

● Drivers are not required to load items into the vehicle that will not fit in the vehicle or damage

the vehicle.

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● Drivers must transport assistive devices (walkers, wheelchairs, etc.), Personal Care

Assistants (PCA) and service, comfort animals and may not charge extra. We are

going to talk about the difference between service and comfort animal later in the

presentation.

● Accessible vehicle features (ramps & securements) must be properly maintained

● Drivers must be trained to operate vehicles and equipment properly.

● Drivers must assist individuals with disabilities in a respectful and courteous way.

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● General ADA rules apply to the for-hire vehicle sector, including taxi drivers

servicing trips

● Refusing to transport wheelchairs, crutches or other mobility aids for passengers

with a disability can result in fines of up to $1000 and/or revocation of license

● Failure to comply with all NYC regulations regarding loading and unloading

passengers, failing to observe NO PARKING, NO STANDING, and NO

STOPPING regulations, crosswalks, bus lanes, bike lanes, and construction

zone regulations could result in a ticket or summons

● The front seat can be used if a passenger's luggage, wheelchair or other mobility

aid occupies the rear seats

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Properly Assisting Passenger

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Drivers MUST NOT:

● Require a person with a disability to be accompanied by an

attendant

● Harm or refuse a service or comfort animal

● Refuse to take a passenger to any destination authorized by

MTA or AARR

● If a person is traveling with a PCA, this does not relinquish the

driver’s responsibilities to offer to assist the passenger. The

driver is not required to assist the PCA.

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Drivers MUST NOT:

● Start the meter until the passenger and their items are

loaded and secured in the vehicle

● Attempt to charge additional fees for transporting a person

with a disability

● Solicit the passenger for a tip or gratuity or for tolls

● Refuse to transport a passenger's luggage, wheelchair,

crutches, or other property

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Drivers MUST:

● Stop the meter when reaching the destination and then assist the passenger

in disembarking if necessary

● Accept and provide transportation for a Service Animal(s)

● Accept and provide transportation for as many companions as can be legally

seated in the vehicle

● Assist a passenger with a wheelchair and/or other mobility impairments:

○ Upon entry, from the sidewalk to the vehicle

○ Upon exiting, from the vehicle to the curbside

○ Secure a passenger and their wheelchair

● Load or unload a passenger's luggage, wheelchair, crutches or other property

if requested

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Jobs with this expectation will say “Door To Door” in the notes. These jobs will include an incentive. Door to door service expectations:

● Drivers shall escort the customer from the pickup door or common public

entrance to the door or through the common public entrance at the

destination.

● Drivers shall attempt to locate a customer who is not waiting at the pickup

location at the scheduled time by verifying the pickup location, exiting the

vehicle, visually scanning the area and calling out the customer’s name.

● Drivers shall offer assistance to customers boarding and exiting the vehicle

and while inside the vehicle.

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DOOR TO DOOR SERVICE

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● What is an acceptable “door”?

○ A residential front, side or rear door with an acceptable, accessible path

to the vehicle.

○ A common or public entrance (such as the lobby or reception area of an

apartment building, business, school, medical office or other public

facility).

○ A specified location adjoining the parking lot of an open area such as a

park.

● All acceptable doors must be within 100 feet of vehicle access.

● Whenever possible, drivers must keep sight of the vehicle.

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● For the safety of all customers and other passengers, drivers are not required

to assist customers more than one hundred (100) feet from the vehicle or

provide assistance that would cause the driver to lose sight of the vehicle.

● If requested by the customer, drivers shall assist a Personal Care Assistant

(PCA) or companion into and out of the vehicle. Assistance for non-PCA

guests is not required, but may be offered at your discretion.

● Drivers shall ensure customer’s mobility aids (canes, walkers, wheelchairs,

etc.) are properly secured.

● Drivers shall carry up to two (2) bags or parcels on and off the vehicle, not

exceeding forty (40) pounds total.

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Service Animals

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Service Animals are not pets, they are trained to assist their owner with daily living…they can:● Guide blind people● Alert deaf people to sounds● Detect seizures or anxiety● Pull wheelchairs● Pick up and carry objects● Recognize and avoid hazards● Do not pet or engage a service animal,

they are working● You do NOT need ID to authorize use of a

service animal● Prohibiting customer travel with their

service animal is against the law (ADA)

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● Service animals are animals that have been trained to perform tasks that assist

people with disabilities (i.e. guide dog). Remember that these animals are

working, so do not pet them as it may distract them from performing their tasks.

● Comfort or emotional support animal provide comfort to help relieve a symptom

or effect of a person’s disability. They are not trained to work or perform tasks.

● When assisting a customer with a service animal, do not walk on the side they

are holding the animal, walk on the opposite side and follow the customer’s

queue.

● Many animals provide comfort or emotional support, you are required to pick up the

customer with a comfort animal.

● Drivers must transport Service and Comfort animals and may not charge extra

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SERVICE ANIMALS and (Comfort) Emotional Support Animals

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KEY TOPICS:

MAKING A SUCCESSFUL PICKUP

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Pickup Instructions are included with trip information. They may include the cross-streets AND they also may include critical details that will help you locate the building and customer…

● The accessible entrance may be in the back or side of the actual address

● The pickup location may be at a Designated Pickup Stop – these locations have signage

● May indicate a unique landmark or characteristic that will help you find the location or customer.

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● You should always have your AAR sign in your vehicle and display it when you are making a pickup. It will help customers identify you.

● This sign is not a parking pass and should not be used as such.

● Additional signs can be picked up at Curb customer service should you need another one.

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Make every effort to locate customer while keeping sight of your vehicle:● Do NOT beep your horn● Ring the doorbell● Ask for assistance from dispatch / base to

call customer on their phone● Look out for anyone that may be

approaching the vehicle with a slow pace, mobility device or white guide cane (blind)

● Do not ignore possible customer knocking on vehicle door

● Approach possible customer by identifying yourself first; ask their name and offer your assistance to the vehicle

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Announcing your arrival when you reach your pickup location is critical for a successful trip. Please exit your vehicle:● And say: “for [CUSTOMER NAME] ”● When you make contact with the correct customer, identify yourself● Ask if they need assistance and escort them to the vehicle● Always apologize if late or perceived as late

Announcing your arrival and identifying yourself is important because the customer may not be able to see the vehicle:● They may be blind or have low vision● They may be inside a building because of weather extremes or safety

issues; they may be too weak or ill to stand outside● You may not be able to park directly in front of pickup location

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Trip information will contain customer name / ID number, address, time, pickup details and fare to be collected.

Check ID to insure correct customer is being picked up.Acceptable ID can include:● AAR ID card● MetroCard● Government issued photo ID● Authorizing letter from NYCT

Please be considerate during the boarding process and put the customer’s needs first. It is best to assist the customer on board and allow them to be seated.

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Trip information will contain customer name / ID number, address, time, pickup details and fare to be collected. The fare information is shown at both the pickup and at drop off.

Collect the fare as indicated on trip information:

● Customer pays $2.75

● Guest pays $2.75

● Personal Care Assistants (PCA) and Program employees are free

If the customer boards the vehicle and then refuses to show ID or pay the fare, the driver should NOT immediately move to have the customer leave the vehicle. The driver should inform carrier dispatch of the situation. The Paratransit Command Center is also there to assist you. Remember, we are in the business of providing transportation, not refusing to provide it. Do not argue with the passenger, contact dispatch to determine what to do.Do not argue with the passenger, contact dispatch to determine what to do.Do not argue with the passenger, contact dispatch to determine what to do.Do not argue with the passenger, contact dispatch to determine what to do.Do not argue with

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KEY TOPICS:

Payments

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TRANSIT CHECKS

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Passengers in this program may pay their co-pay with a transit check. If a passenger does give you a transit check, please drop it off at Customer Service on the 2nd floor at Curb located at 11-11 34th Avenue in Long Island City for payment. Please do this by the end of each month for all transit checks you collect during that month.

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Customers may ask you to provide a receipt for the co-pay amount.

If a customer asks for a Receipt, please print out a meter receipt and write in the co-pay amount that they provided on the bottom of the receipt.

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RECEIPTS

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KEY TOPICS:

SAFE DRIVING

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Making sure your vehicle is safe and in good condition before you start driving is

the first and most important safety step:

● Make sure all tires are in good condition and properly inflated

● Make sure the following are clean and not broken:

○ Windows

○ Mirrors

○ Turn signals

○ Headlights

○ Tail lights

○ Brake lights

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BEFORE YOU DRIVE

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Texting, Watching videos and Talking on the phone are strictly prohibited during

the ride.

Some driving hazards below should be avoided:

● Distracted driving

○ Eating

○ Talking

● Speeding

● Aggressive driving

● Drowsy driving

● Severe weather

● Unexpected road conditions

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DRIVING HAZARDS

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● Be always alert for pedestrians (not just in crosswalks)

● Stay alert to changes in traffic, weather and road conditions

● Look well ahead

● Recognize potential hazards and plan avoidance

● Reduce your speed in adverse road and/or weather conditions

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DEFENSIVE DRIVING BASICS

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● Keep the windshield and mirrors clean and clear

● Constantly scan traffic to the front and sides including mirrors

● Look ahead and pay attention to tail lights

● Be mindful of driveways and parking lot entrances/exits

● Use mirrors before changing speed or position in traffic

● Signal all turns and lane changes

● Keep signal on until move is completed

● Do not engage in or respond to aggressive driving behavior

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SEEING & BEING SEEN

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● At unmarked intersections or intersections that are not clearly marked, stop.

Don’t assume you have the right of way. When in doubt, stop.

● When approaching a stop sign controlled intersection, stop two times:

○ First, at the stop sign (line)

○ Second, after easing forward to a point where you can clearly see

oncoming traffic

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INTERSECTION SAFETY

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If you are on a program job and are involved in an accident, you must report the accident to dispatch as soon as possible.

If you are involved in an accident:

● Check yourself and your passengers for injuries. Call an ambulance if

anyone is in need of medical attention.

● Call the police if there are injuries, death or serious property damage.

Even if no one is injured, it is a good idea to call the police so they can

document the accident.

● Call the help number and notify the dispatcher of the accident. ANY

TYPE OF ACCIDENT REGARDLESS OF SEVERITY MUST BE

CALLED IN TO DISPATCH.

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ACCIDENTS

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If you are involved in an accident (continued):

● Gather information on other drivers involved:

○ Name

○ Address

○ Contact number

○ Insurance company name and policy number

● If police were called, get the officer’s badge number

Based on the severity of the accident, the driver may be subject to a drug/alcohol test. Dispatch will inform the driver if this is necessary.

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ACCIDENTS

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KEY TOPICS:

DRUG & ALCOHOL TESTING

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● The Program requires that all drivers servicing the program are subject to DOT regulations regarding drug testing.

● In order to be certified as a driver for the Curb ADA program, you must have a drug test prior to certification.

● You will also be subject to random drug and alcohol testing to maintain your certification.

● The Program has a zero-tolerance policy regarding positive results or refusals. Once a driver is removed from the program, they can never be reinstated.

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DRUG & ALCOHOL TESTING

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The following are reasons for a “Refusal” status:

● Refusing to provide a specimen or insufficient volume without a valid

medical explanation

● Tampering, adulterating or substituting specimen

● Failing to appear within the required time

● Leaving a collection facility prior to test completion

● Failing to permit an observed or monitored collection when required

● Failing to take a second test when required

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DRUG / ALCOHOL TEST REFUSAL

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● Pre-Certification (Initial)

● Random

● Post-Accident

● Reasonable Suspicion

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TESTING CATEGORIES

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● Drug tests will be accommodated at all training sites and administered

by Foley Carrier Services, LLC.

● Test results are usually available about 48 hours from when the test is

administered.

● If there is an issue with your test, you will be contacted by the Medical

Review Officer at Foley Services.

● The determination of the MRO is final. There is no appeal process

and failed or refused test means that you will be removed from the

AAR program permanently.

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PRE-CERTIFICATION (INITIAL) TESTING

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As part of the program, drivers will be subject to random drug and/or alcohol testing.

● An advanced computer algorithm will be used by the drug testing company to select drivers for random testing.

● Program regulations require that 50% of the pool of drivers submit to random drug testing per year.

● Program regulations also require that 50% of the pool of drivers submit to random alcohol testing per year.

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RANDOM DRUG & ALCOHOL TESTING

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● Drivers will be notified by phone when they must take a random test.

● The driver will also be informed of the closest affiliated lab location to their

present zip code (or zip code of drop off or preferred zip code).

● The driver must immediately proceed (after fare, if currently engaged) to the

affiliated lab location with a Government issued ID (driver’s license).

● Drivers will have a maximum to 2 hours to comply with a random test

requirement. Failure to do so would be considered a “refusal”. The penalty for

a refusal is de-certification and permanent removal from the ADA program.

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RANDOM DRUG & ALCOHOL TESTING

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● A trained company official will evaluate the following:○ Specific, contemporaneous and articulable

observations concerning the appearance, behavior, speech or body odors of the driver.

● The company official will be trained on the facts, circumstances, physical evidence, physical signs and symptoms or patterns of performance and/or behavior associated with drug use and/or alcohol misuse.

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REASONABLE SUSPICION TESTING

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● Drugs - any time on duty● Alcohol - only if observations are made during, just preceding or

immediately following the performance of “safety-sensitive” functions (driving).

● When notified, the driver will be given the location of an affiliated lab closest their current position. Driver must proceed immediately to the lab location without delay with a Government issued ID (driver’s license) and inform lab personnel they are there for a test for Curb.

● Failure to comply with a reasonable suspicion drug/alcohol test requirement will be classified as a “refusal”. The penalty for a refusal is de-certification and permanent removal from the program.

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REASONABLE SUSPICION TESTING

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● A post-accident drug/alcohol test is required if the accident results in:○ A fatality○ Injury requiring medical treatment away from the scene○ A vehicle receives disabling damage and is towed as a result

● If the driver can be completely discounted as a contributing factor of the accident, no test is required.

● Driver must proceed to an affiliated lab location within 2 hours following a post-accident determination. Driver will be given the location of the closest affiliated lab location based on current zip code. Driver presents ID at the lab location and informs personnel they are there for a test for Curb.

● Failure to comply with a post-accident drug/alcohol test requirement with 2 hours will be considered a “refusal”. The penalty for a refusal is de-certification and permanent removal from the ADA program.

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POST-ACCIDENT TESTING

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POST-ACCIDENT TESTING

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● Failing to undergo a medical examination when required

● Failing to cooperate with any part of the testing process

● Failing to sign Step 2 of the alcohol test form

● Once test is underway, failing to remain at site and provide a

specimen

The penalty for any of the above “refusals” is de-certification and permanent removal from the ADA program.

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DRUG / ALCOHOL TEST REFUSAL

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● Drivers will be notified of initial test results and completion of Certification.

● In the case of a positive test result, the driver will be contacted by a doctor

from the drug testing company.

○ Doctor will see if perhaps there is a medical explanation for the result. If

there is no sufficient explanation, the result will stand.

○ In the case of a dispute, the Doctor may submit split sample for re-testing

at a different facility (outcome of second result is final).

● Drivers will only be notified of positive or cancelled results on random tests.

● Any positive result will result in de-certification and the permanent removal of

the driver from the ADA program.

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DRUG / ALCOHOL TESTING RESULTS

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KEY TOPICS:

Reasonable Accommodation

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● Make sure you ask the passenger if they want AC/Heat on and confirm that

the car temperature is good for them.

● Ask the customer if they want the radio on/off and what station do they like.

● Confirm the drop off destination with the passenger.

● Ask the customer if they prefer to give you directions or if you should use

GPS to get to the drop off destination.

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Reasonable accommodation

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KEY TOPICS:

CUSTOMER SENSITIVITY

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Program customers can be anxious about where they are being taken and when they will arrive at their destination.

Your passenger may be traveling to:● A medical procedure or dialysis appointment● Work, school or a day program● A special event, show, family gathering or dinner● Home to take medication● Home after a medical procedure and may feel tired or weak.● Home for their meal or medication time (especially if they have an underlying

medical condition such as diabetes)

Be kind with your response if they are concerned about a direct trip. Use your manifest as a guide to provide them information regarding the route you are taking, reassure them that you will do your best to get them to their destination on time. Always apologize if late.

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Be aware and willing to accommodate each customer’s specific needs:

● Apologize if you have arrived late

● Offer the customer your assistance

● Listen carefully to the customer’s response and request

● Accommodate with grace and gentleness

● Offer customer your arm, do not take theirs

● Ask before touching customer’s wheelchair

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● Never enter a passenger’s residence.

● Always ask the passenger if they require assistance BEFORE touching them.

● Communicate - Indicate what you are about to do BEFORE you do it.

● If physical contact with the passenger is necessary, always ask permission first.

● When permitted, take hold of the hand or arm. Place are around the waist of the

individual only if absolutely necessary.

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INAPPROPRIATE CONDUCT

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● Avoid personal areas at all times, for example:

○ When placing safety belt across chest (women)

○ When putting lap belts in place (men & women)

● If accidental contact does occur, immediately apologize

● If you feel there could be an issue with a passenger, notify Curb dispatch and

let them know

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INAPPROPRIATE CONDUCT

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KEY TOPICS:

C-A-R-EInitiative

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CONTACT

ASK

RESPOND PROFESSIONALLY

EMPATHIZE

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C-A-R-E INITIATIVE

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● Upon arrival at the pick location, make all efforts to locate the customer. Do

not assume the customer can see you or the vehicle or they can walk or roll

to the vehicle on their own.

● Greet a customer with a smile, say their name and introduce yourself.

● Apologize for any delays with both pickup and arrival.

● Offer your arm / never grab the customers hand or arm or cane or leash of

service dog.

● Offer to carry the customer’s bags.

● Guide the customer with words as entering or exiting the vehicle.

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CONTACT

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● Ask the customer if they need assistance with:

○ Seatbelt

○ Temperature of the vehicle

● Ask if assistance is needed if you observe any signs of distress during the

trip: for example, if the customer is slumped over in or slipping out of the seat,

coughing, gasping, sighing, groaning, etc.

● Ask the customer to confirm securments (if applicable) but always follow

established guidelines.

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ASK

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● Conversations should be pleasant and professional.

● Avoid discussions of a personal nature. Don’t share frustrations about your

day or the job.

● Be respectful to suggestions from the customer regarding routes.

● Acknowledge traffic delays, but assure the customer that you will do your best

to get them to their destination.

● Share route information such as another drop-off or pickup.

● Share with them GPS information, especially when an alternative route is

taken and may not be familiar to the customer.

● If a customer’s request is unreasonable and not within policy, tell them you

need to get approval from your dispatcher before you can proceed.

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RESPOND PROFESSIONALLY

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Care and courtesy must be taken always during all touch points with program customers. As we would expect others to treat our loved ones, the highest customer service is required from our providers, no matter the situation.

Care and courtesy is also required during the operation of your vehicle:

● Avoid sudden stops and starts.

● Avoid sharp turns and abrupt lane changes.

● Follow posted speed limits.

● Stay off your phone - no exceptions.

● Be aware of potholes and other road conditions that may cause discomfort to

the passenger of your vehicle.

● Do not engage in or respond to aggressive driving.

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EMPATHIZE

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WAV REVIEW

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LOADING/UNLOADING PASSENGERS

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Choose the safest loading areas, such as:

1. Handicapped parking spaces or loading zones

2. Protected parking, not in a traffic lane, past a curb cut

3. Before a crosswalk with clearance for the wheelchair to travel on the curb

side of the vehicle

Never unload in traffic lane after a right turn. Traffic may turn into you.

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● Look for “curb- cut” locations; use the center of the curb cut to avoid edges

● Avoid curb cuts that are in the turning lane of oncoming traffic

● Use 4-way flashers.● Make sure your vehicle is in

park.● Use caution when exiting your

vehicle as the taxi will be further out into oncoming traffic.

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● Customers that use a wheelchair (manual or motorized) require assistance when boarding the vehicle

● Greet - exchange names with customer, make sure you have the correct customer

● Guide - assist the customer to the rear of the vehicle. Never wheel passenger into oncoming traffic

● Assist - Engage the ramp and guide / assist loading the customer as previously described

● Secure - ensure the passenger and their belongings are safely secured

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Upon arriving at the destination:

1. Survey the area

2. Stop on level ground

3. Leave room for the ramp

platform to open without

hitting obstacles

4. Activate the hazard (four-

way) lights

Once the vehicle is securely parked:

1. Open ramp doors from outside the

vehicle

2. Securely lock doors in open

position

3. Ask the passenger if they need

assistance getting onto the ramp

platform

4. Gently, push the wheelchair onto

the ramp with the passenger facing

forward

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ACCESSIBLE VEHICLE TYPES

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Nissan NV 200 Toyota Sienna

Dodge Grand Caravan Ford Transit Connect

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VEHICLE COMPARISON - CAPACITY

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TYPES OF RAMPS

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DodgeNissanToyota

FordToyota

DodgeToyota

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TYPES OF WHEELCHAIRS

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Manual Wheelchair Powered Wheelchair* Powered Scooter*

*Powered wheelchairs and powered scooters vary in size and may not fit in all vehicle types

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MANUAL WHEELCHAIR

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Push Handles/Hand Grips

Rear Wheel

Push Ring

Foot Rest

Arm Rest

Caster

Anti-tip Bar

Seat Back

Brake

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POWERED WHEELCHAIR

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Headrest

Control

Seat Back Release

Seat Release Lever

Drive Wheel

Caster Wheel

Seat Back

Arm Rest

Seat

Foot Rest

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POWERED SCOOTER

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WHEELCHAIR SECUREMENT

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● Make sure you have the appropriate and correct amount of securements during the pre-trip check, prior to leaving your depot or base.

● Make sure the securements are clean and in working order

● All wheelchairs and scooters must be properly secured

● Do not place hooks on armrest or backrest

If you are unsure as to where to attach a securement, politely ask the customer for guidance.

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SECUREMENT - ADA REQUIREMENTS

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● Sec. 38.23 (d) of the DOT regulations requires all ADA-compliant

vehicles to have a two-part securement system:

○ One to secure the common wheelchair

○ A separate system to secure the wheelchair user

● Seat belts and shoulder harnesses shall not be used in lieu of a

device which secures the wheelchair or mobility aid itself

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PRE-CHECK OF SECUREMENTS

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● Make sure your vehicle has a minimum of 4

securement straps per wheelchair location

○ Lap belt

○ Shoulder belt

● Confirm that all straps, lap belt and shoulder

belts are in good working condition

● Replace the entire strap or belt assembly if:

○ There are any flaws such as cut or

frayed, or damaged webbing;

○ There are improperly functioning

buckles and hardware

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PRE-CHECK OF SECUREMENTS

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● Belts should be cut when removed from service to

prevent further use

● Floor anchorages “tracks” should be free of dirt and

debris as they can interfere with system operation

○ Check the condition of floor tracks

○ Carry a brush in the vehicle to clean the tracks as

needed

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SECUREMENT EQUIPMENT (4-POINT)

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● Floor Anchorages: Track or Slide

‘N Click

● 4 Wheelchair Tie-downs

(retractors)

1) Automatic

2) Semi-Automatic

3) Manual

Occupant Securements:

1) Manual

2) Combination

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SECURING THE WHEELCHAIR

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1. Greet and ask how customer will be needing assistance onto the

vehicle.

2. Stay behind / downhill of the passenger as they board to break falls /

help with wheelchair, even if they refuse assistance.

3. Check all wheelchairs hand grips by twisting before assisting.

4. Assist wheelchairs to center of tracks:

○ Manual chairs - push wheelchair up ramp onto vehicle according to

manual wheelchair assistance techniques (covered previously).

○ Power chairs - help the client with verbal guidance and feeling for

turn deviations by touching the chair.

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SECURING THE WHEELCHAIR

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1. Lock wheels or ask to turn off power.

2. Look for the yellow WC-19 eyelets and

secure the WC-19 seatbelt. If there is not a

WC-19 eyelet proceed to step 7.

3. Identify securement locations on the

wheelchair frame (if necessary using a

flashlight)

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DOT / ADA REQUIREMENTS

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● All wheelchairs must be secured in a forward facing position

○ Manually assist any passenger having trouble utilizing the vehicle

ramp

○ You must stop for all passengers with disabilities and use the ramp,

and securement equipment as needed

● Driver cannot refuse passenger because of defective or faulty equipment

● Driver must comply with passenger’s loading and securement requests

● All people have a space requirement

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WHEELCHAIR SECUREMENT - FRONT

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● Tie down the front first - always

● Front tie downs are flared 15 degrees

● Floor to frame tie down angle is 45

degrees

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The track/pocket fitting on the belt must be attached to the floor track/pocket from

3” to 8” outside the front wheels, providing side-to-side stability

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● When inserting the track/pocket fitting into the floor, pull on it to make

certain it is secure

● The chair end of the belt should be secured to a permanent,

unmovable part of the chair as close to the seat cushion as possible

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WHEELCHAIR SECUREMENT - REAR

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● Rear tie downs inside

○ Parallel to rear wheels

● Floor to frame tie down angle is 45 degrees

● Securement should not gouge or scar the

chair

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● Attach the straps to the floor track/pocket just inside the rear wheels

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● Release the wheel locks and pull the chair rearward

○ Re-apply the locks

● For a motorized chair, ask the person to move the chair rearward and

turn off power

● This removes front slack in the front straps

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RETRACTOR TYPE SYSTEM

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● Retract the belts until tight. If not, pull the loose end of the

strap toward the point the belt is attached to the wheelchair

and tension through the buckle

● Lock the buckle while holding tension as needed

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SECUREMENT REVIEW

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● Secure points on frame of wheelchair not

through or on wheels or spokes

● Symmetrical Securement Points

● Midway Points

● Help the customer onto the lift / ramp

safely, taking care to secure properly

● Know the Original Equipment

Manufacturers’ (OEM) recommendations

for proper lift / ramp and securement

usage for your vehicle

● Always follow OEM recommendations

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PASSENGER SECUREMENT

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1. Find shoulder belt wall anchor

1. Orient chair so waist belt buckle is

opposite the wall anchor

1. Shoulder belt is diagonal from wall

anchor, across chest, to waist belt

buckle at hip near aisle side of

chair

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PASSENGER SECUREMENT

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● Place the shoulder belt across the collarbone and diagonally across the

occupant’s chest

● Connect to lap belt with appropriate attachment

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PASSENGER & DRIVING SAFETY

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● Check for proper securement of all belts

● Check for movement front-back and side to side of the chair – according to

ADA regulations, no more than 2” in any direction is permitted

● When driving:

○ Watch your speeds

○ Turns should be slow and steady

■ A passenger can slide out of their chair if the stop is too abrupt or

the turn is too fast

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SECUREMENT VIDEO

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ASSISTING MANUAL WHEELCHAIRS

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● Wheelchairs should only be lifted by the frame

● Test the hand grips (twist)

● Mobility devices must fit on the ramp & within the

“envelope” of securement

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WHEELCHAIR CUSTOMERS

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Each wheelchair / scooter is as unique as the customer using them. Take the utmost care when securing any mobility device; causing it to become inoperative during the trip will hinder the customer’s independence and they may incur a financial hardship.

If you are unsure as to where to attach a securement, politely ask the customer for guidance.

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WHEELCHAIR CUSTOMERS

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ADA/TLC Specifications, including this one pertaining to wheelchair securements and help to clarify procedures and regulations:

Helpful links to TLC policies and YouTube wheelchair securement systems:● http://www.nyc.gov/html/tlc/downloads/pdf/rule_book_current_chapter_56.p

df● http://www.nyc.gov/html/tlc/downloads/pdf/newly_passed_rules_accessible.

pdf● https://www.youtube.com/watch?v=-al5ck99fSQ● https://www.youtube.com/watch?v=3rECyNa6J7Y

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Cleaning your car

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• At a minimum, clean and disinfect commonly touched surfaces in the vehicle at the beginning and end of each shift

and between transporting passengers who are visibly sick.

• Doors and windows should remain open when cleaning the vehicle. When cleaning and disinfecting, individuals

should wear disposable gloves compatible with the products being used as well as any other PPE required

according to the product manufacturer’s instructions.

• For hard non-porous surfaces within the interior of the vehicle such as hard seats, arm rests, door handles, seat

belt buckles, light and air controls, doors and windows, and grab handles, clean with detergent or soap and water

if the surfaces are visibly dirty, prior to disinfectant application. For disinfection of hard, non-porous surfaces,

appropriate disinfectants include:

• Diluted household bleach solutions

• Alcohol solutions with at least 70% alcohol.

• For soft or porous surfaces such as fabric seats, remove any visible contamination, if present, and clean with

appropriate cleaners indicated for use on these surfaces

• For frequently touched electronic surfaces, such as tablets or touch screens used in the vehicle, remove visible dirt,

then disinfect following the manufacturer’s instructions for all cleaning and disinfection products.

https://www.cdc.gov/coronavirus/2019-ncov/community/disinfecting-building-facility.html

Documents

CURB€¦ · Assisting Mobility Device Passengers. When picking up a visually impaired person, exit the vehicle and call out the passenger name and identify yourself as Access-A-Ride