Bus Driver Training & Big Red Book

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. 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

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. 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

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 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

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 • 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 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