Communicating with Transit Customers with Disabilities

1
Communicating with TransitCustomers with
Disabilities

• 1-877-542-5101
• www.ParatransitTexas.org

2
General Guidelines

• The use of People First terminology
• Person who uses a wheelchair vs. wheelchair
  user
• Person who is deaf or hard of hearing vs. deaf
  person or hearing impaired
• Seniors or older adults vs. elderly

3
General Guidelines

• Treat customers with disabilities as youd like
  to be treated.
• Introduce yourself.
• Identify the customers service needs.
• Dont assume a customer has abilities or
  inabilities.
• Verify the desired destination.
• Ask the customer whether s/he needs assistance.
• Be patient with the customer pace in boarding and
  deboarding.

4
General Guidelines

• Dont touch customers without their permission.
• Prefer to speak directly at eye level with
  customers with disabilities, not their
  companions.
• If requested, repeat or write your comments.
• Listen and be courteous.
• Ask customers with difficult speech to repeat
  comments until you understand. (Relay Services
  at 7-1-1)
• Be patient when customers use communication
  devices.
• To verify, repeat back to customers what you
  understand.
• Customers with disabilities should have the same
  choices as other customers.
• Remain professional when addressing problems.

5
Serving Customers who are Deaf or Hard of Hearing

• Alerting the passenger of your arrival to pick
  them up
• Use accessible door bell (blinking light)
• Relay Services at 7-1-1
• Dont sound your horn
• Face customers directly when speaking to them.
• Speak clearly.
• Dont raise your voice.

6
Serving Customers who use Wheelchairs/Scooters

• Customers who need or want to transfer
  know best how to get into the seat.
• Mobility devices are part of customers personal
  space. Dont lean on them without permission.
• Dont assume how mobility devices are stored.
• Canes and walkers are typically stored in
  passenger compartment.
• Manual wheelchairs are stored in trunk.
• Power chairs scooters are accommodated with
  accessible vehicles via lowered floors with ramps
  or lifts.

7
Serving Customers who use Service Animals

• Service Animals are allowed by the ADA to ride
  with customers.
• People with various types of disabilities use
  service animals.
• Dogs are the most common service animal, but
  others can be used.
• Some service animals wear ID like a vest, rag or
  rigid harness.
• If youre unsure whether an animal is a service
  animal, ask which service it can perform.
• Owner must stay with and control the service
  animal at all times.
• Dont touch or talk to service animals.

8
Serving Customers with Visual Disabilities

• Identify yourself, and use the customers name if
  you know it.
• Verify the desired destination.
• Respond verbally to let them know you were
  listening.
• Ask the customer about the assistance s/he
  prefers.
• At the drop-off point, give specific directions
  to their destination.

9
Serving Customers with Epilepsy

• Epilepsy is a hidden disability.
• An uncomplicated seizure typically is not a
  medical emergency, though it may look like one.
• Two general types of seizures
• Generalized tonic clonic (grand mal) seizures
• Complex partial seizures

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Serving Customers with Epilepsy

• Common first-aid tips
• Stay calm and reassure others nearby.
• Dont hold the person down.
• Time the seizure with your watch.
• Dont expect the person to respond to verbal
  instruction.
• Clear the immediate area of hard or sharp
  objects.
• Put something flat and soft under the head.
• Dont force his/her mouth open.
• Call 9-1-1 if seizures become violent, or lasts
  longer than 5-10 minutes.

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Serving Customers with Cognitive Disabilities

• Cognitive disabilities are hidden disabilities.
• Customers MAY need assistance with/from
• A companion traveler
• Orientation/awareness of surroundings
• Communication
• Judgments/decisions
• Memory aids

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Customer Service Summary

• Respect should be mutually shown between you and
  the customer.
• PEAC offers one-on-one technical assistance to
  customers as well as transit providers at
  1-877-542-5101.
• Podcast trainings
• www.paratransittexas.org/presentations
• ADA Paratransit General Guidelines
• ADA Paratransit Eligibility
• Self-Advocacy Tools for Customers
• An Overview of Travel Training

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Other Resources

• Easter Seals Project Action
• www.projectaction.easterseals.com
• [phone]
• American Council of the Blind
• www.acb.org
• [phone]
• Epilepsy Foundation
• www.epilepsyfoundation.org
• [phone]
• United Cerebral Palsy
• www.ucp.org
• [phone]
• American Public Transportation Association
• www.apta.com
• [phone]
• Federal Transit Administration
• www.fta.dot.gov/civil_rights.html
• [phone]

14
Dan GadburyProject Manager 1300 Circle
DriveFort Worth, Texas 76119cell
817.800.7215office 817.569.4045fax
817.569.5474dan.gadbury_at_mhmrtc.org
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Kristy RangeEast Texas Outreach Coordinator
4700 Guadalupe, Suite A409Austin, TX 78751
cell 903-714-5079toll free 1.877.542.5101krist
y_at_peactexas.org
16
Sheila Holbrook-WhiteExecutive DirectorTexas
Citizen Fund4700 Guadalupe, Suite A409Austin,
TX 78751cell 512.699.8136toll free
1.877.542.5101fax [phone]scouttxca_at_gmail.c
om