1. Bus Driver Training & Big Red Book Simon Wallis Operator Staff Development Manager Transport for London - Buses

2. 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

3. 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

4. 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

5. 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

6. Whats 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

7. 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

8. What has been the effect of BTEC? A low score is good

9. 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

10. Big Red Book 3

11. 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

12. Whats 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

13. Buggies, wheelchairs and mobility scooters Generally, safe to have two…however Allow time to fold down

14. 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

15. 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

16. 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

17. 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

18. 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

19. Objective of the Film Bus drivers: –see and understand the experiences and access needs of older and disabled passengers –Understand and deliver the behaviours needed to meet these access needs –Consistently deliver good customer service to all passengers

20. 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…

21. 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!

22. Summary Training Training is taken seriously More comprehensive than rest of the UK BTEC Diversity and disability awareness Things have improved but we know theres 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