Driver/Attendant Training Course

1. Driver/Attendant Training Course

2. Agenda • Welcome • Americans with Disabilities Act (ADA) & civil rights • Nevada Regulations Overview • Transporting the Blind or Visually Impaired • Customer Service Standards • Passenger Assistance Techniques • Cultural and Disability Sensitivity Training • Code of conduct • Drug & alcohol policy • Emergency situations • Recordkeeping • Quiz

3. Welcome to MTM Driver Training • Training for transportation providers & drivers • Ensures credentialing compliance • Helps drivers provide safe & courteous service • Drivers & attendants must complete training prior to taking MTM-assigned trips • Annual training & re-certification thereafter

4. ADA & Civil rights

5. ADA & Civil Rights • “Civil Rights Protection for Over 50 Million Americans” • ADA: a civil rights law enacted by Congress in 1990 • Prior to ADA, inaccessible public transit created barriers to active, productive lives for 43 million Americans with disabilities • Individuals with disabilities were excluded from the workplace, schools & participating as contributing community members • ADA gave individuals with disabilities the same opportunities as others

6. ADA & Transportation • ADA definition of “person with a disability”: • Individuals with physical/mental impairments that substantially limit one or more major life activities • Individuals with a record of such impairment • Individuals regarded as having an impairment • Addresses transportation provided by public entities & private entity systems

7. ADA Training Requirements • Vehicle operators must be trained to: • Function vehicles & equipment safely • Provide required level of service • Treat passengers with disabilities in a respectful & courteous way

8. ADA Service Requirements • Announce stops on request • Permit service animals to accompany passengers • Dogs only per ADA Regulations • Permit passengers to travel with life support (respirators, portable oxygen, etc.) • Make appropriate use of accessibility-related equipment • Provide adequate time to board & disembark

9. Other ADA Requirements • Drivers may not: • Discriminate in connection with the provision of transportation • Deny service if the passenger is capable of using it • Require use of designated priority seats • Impose special charges based on disability, gender, religion, national origin, race, or age • Require an attendant • Refuse service solely because the passenger’s disability results in behavior that may offend, annoy, or inconvenience

10. Other ADA Requirements • It is not discrimination to refuse service if the passenger engages in violent, seriously disruptive or illegal conduct

11. Nevada Regulations Overview

12. Nevada State Regulations • Transportation Provider agrees that all vehicles that transport members will comply with current Federal Transit Administration (FTA), State Department of Transportation (DOT) regulations for vehicle specifications, lifts, ramps and securement devices. And in accordance to the Nevada Transit Authority (NTA) and Nevada Chapter 1900 of the Medicaid Services Manual for DHCFP. ADA vehicle regulations, as defined by the DOT and regulated by the FTA, Nevada Chapter 1900, NTA can be found at: • http://www.fta.dot.gov/civilrights/12325_3884.html • http://dhcfp.nv.gov/Resources/AdminSupport/Manuals/MSM/C1900/Chapter1900/ • http://www.leg.state.nv.us/nrs/nrs-706.html

13. Nevada Exemption Document • NTA Exemption to be in every vehicle • Exception will be if you are Non-Profit or State/Gov. Entity • Vehicle Inspection Form will have this item listed and verified if in each vehicle when applicable. • If the exemption letter is not in the vehicle, it will not pass inspection until it is identified in the vehicle.

14. Transporting the blind or visually impaired

15. Assisting Someone with Visual Impairment • Using the Human Guide Technique: • The Human Guide is popularly accepted as the safest, most efficient way for a person with a visual impairment to walk with a sighted person

16. Establishing Contact • Let the visually impaired person know who you are, and ask if assistance is needed • Never grab the arm of a person who has a vision impairment

17. Guide and Extend Arm to Guide • While extending your arm to touch the visually impaired person’s hand, suggest that the individual take your arm • Guide either your right or left arm, which can either hang straight at your side or bend at the elbow • The person with a vision impairment will grip your arm just above the elbow with the thumb on the one side and fingers on the other side pointing straight ahead

18. Guide and Extend Arm Continued • If you use a crutch, support cane or quad cane, offer your arm on the side opposite your mobility aid • If you use a wheelchair have the person hold on to your chair’s push handles

19. Body Position • As the guide, you should be about half a step ahead of the visually impaired person • If you use a wheelchair, the person with the vision impairment should walk centered directly behind the wheelchair • If your wheelchair is motorized, be sure to maneuver at the lowest speed

20. Body Position Continued • By using these techniques, you will be able to maintain a conversation, and you will also be the first person to encounter any obstacles • The person who is blind or visually impaired will react to the movement of your arm or wheelchair and any verbal cues you give

21. Stairs • When coming to stairs, inform the person who is visually impaired, noting whether the stairs go up or down and if there is a railing • Have the visually impaired person switch to your side that is closest to the railing • Describe the stairs as steep, shallow, narrow, broad or curved • The guide makes the first step with the person being guided following behind one step • Inform them when you have reached the top of stairs

22. Doors • When approaching a door, let the visually impaired person know whether it swings away from you or toward you • Indicate if the visually impaired person should catch the door on the left or the right • As you approach the door, the side with the hinges is the side on which to catch it • Ask the visually impaired person to switch to your side that is closet to the hinge-side of the door

23. Seating • Bring the visually impaired person into contact with the chair/seat while you describe the part of the chair being touched (back, front, arm) • Describe it as a sofa, stool, swivel chair or rocker • Allow the visually impaired person to seat him or herself

24. Turning Around • To reverse your direction, simply turn around, maintaining the same grip and body position • The person you are guiding should follow the movement of your arm

25. Guide Etiquette • As a guide, always tell the person being guided if you are going to leave, even briefly • Avoid leaving a visually impaired person alone in space as this can be disorienting • Put the individual in touch with someone or something such as a piece of furniture or the wall • Communication is key

26. Customer service standards

27. Customer Service Standards • At all times, drivers must: • Provide high quality service for all members regardless of age, ability, or disability • Operate vehicles & equipment safely • Assist & treat members in a respectful & courteous way

28. Customer Service Standards: Communication • Use appropriate & professional language • Accurate & specific • Emphasis on the member first

29. Customer Service Standards: Identification • Wear or have visible an easily readable official company identification • Properly identify & announce presence at the entrance of the building at the pick-up location

30. Customer Service Standards: Assistance • Exit the vehicle to open & close doors when passengers enter & exit the vehicle • Provide assistance as necessary to & from the main door of the pick up and drop off destinations

31. Customer Service Standards: Assistance • When providing assistance, • Ask permission first, do not touch members except as appropriate & necessary. Necessary scenarios include: • Assistance into & out of the vehicle • Helping member into a seat • Securing seatbelts • Rendering first aid & assistance

32. Customer Service Standards: Comfort • Maintain a comfortable interior cabin temperature while vehicle is occupied by a member or attendant

33. Customer Service Standards: Safety • Never use a cell phone while driving, unless it is operated as a hands-free device • Never text while driving • Do not wear any type of headphones while on duty

34. Passenger Assistance Techniques

35. Trip Procedures: Boarding • Provide adequate support & visual/oral directions • Applies to the movement of wheelchairs & mobility-limited members as they enter & exit the vehicle using a wheelchair lift • Drivers are to secure the child safety seats to the vehicle. The parent is responsible for securing the child within the child safety seat. • Prior to allowing vehicle to proceed, confirm that wheelchairs, cots & stretchers are properly secured & that all members are properly seat-belted or secured/ restrained in their mobility device

36. Trip Procedures: Disembarking • Assist members in exiting the vehicle & moving to the building access of the destination

37. Trip Procedures: Lift/Ramp Points to Remember • Providers cannot deny service on basis of difficulty in securing a wheelchair • Permit standees to use lift

38. Trip Procedures: Lift/Ramp Points to member • Mobility devices must fit on the lift or ramp & within the “envelope” of securement • Only the vehicle operator should control the lift

39. Trip Procedures: Lift/Ramp Points to Remember • Four-point floor securement system MUST be used to secure wheelchairs & other mobility devices • Each securement location must have a three-point passenger restraint system

40. Trip Procedures: Lift/Ramp Maintenance • Regular & frequent lift maintenance programs must be developed & instituted • Report non-operating lifts as soon as possible • Every effort must be made to repair lifts before the next day of service

41. Trip Procedures: Transfers • Transfer from wheelchair to vehicle seat can be recommended but not required • Assistance in transferring to a seat is required even if driver must leave his/her seat to do so

42. Trip Procedures: Storage • Store mobility aids & folding wheelchairs for members • Secure in back of vehicle or trunk to avoid movement during transport • Drivers & attendants are not responsible for members’ personal items

43. Cultural and Disability Sensitivity Training

44. Sensitivity: Seizures • Seizure: sudden uncontrolled muscle contraction resulting from abnormal brain activity • If a member has a seizure: • Call for help • Assist the member in sitting or lying down • Remove objects that could cause injury • Place a soft towel or pillow under the member’s head • Remain with the member until help arrives

45. Sensitivity: Dialysis members • Sometimes people develop disorders and diseases that damage their kidneys . If the kidney disease progresses, it may eventually lead to kidney failure, which requires either regular dialysis or a kidney transplant to maintain a person’s life • Dialysis is a treatment that replaces some of the functions of healthy kidneys

46. Sensitivity: Dialysis members • When assisting passengers going to or coming from a kidney dialysis session, keep in mind the following: • The member is likely to be tired and slow moving • The member might want to use a wheelchair or assistive device to board the vehicle • Nausea and stomach distress are common side effects • Be careful holding or grabbing a persons by the arm in case they have a fistula or graft. • When asking permission to assist, ask the member where to hold them/assist.

47. Sensitivity: members with Cancer • Cancer affects our cells, the body’s basic unit of life. Normally the cells grow, divide, and produce more cells as they are needed. Sometime the process goes astray-cells keep dividing when new cells are not needed • The mass of extra cells form a growth or tumor. Tumors can be benign(tumors are not cancer) or malignant(tumors are cancer)

48. Sensitivity: members with Cancer • When transporting someone with Cancer: • Cancer treatments can cause the inability to restrain bodily functions, including vomiting or incontinence. • Prepare for the side effects of treatment by carrying a receptacle, towel(s), and adequate cleaning supplies. • Avoid “grabbing” a passenger who has had surgery and may be experiencing pain or tenderness. • Cancer treatments can cause exhaustion. Allow for extra time for a fatigued passenger to board and exit the vehicle. Extreme tiredness can cause behavior changes. • Cancer treatments can leave passengers susceptible to infections and other illnesses. • Make sure the member is seated away from others with colds or other contagious illnesses and in a well ventilated part of the vehicle.

49. Sensitivity: Children and Day Programs • When transporting children unaccompanied by an adult to a day treatment program please take extra care and consideration for the young client you are serving. This will be the only time a child will be transported without an adult • Should a delay occur, incident happen, or other out of the normal occurrence, please report it to your management so they can quickly to report it to MTM • With all clients reporting problems is required, but clear and timely communications for this young group of members is very important

50. Sensitivity: Children and Day Programs • Please ensure that the child is buckled in a car seat provided with them at the time of transport (if they are of the size where a car seat is required) • Be aware of the time you are dropping the member off at their destination. • A drop-off too early can result in unsupervised time that puts the child at risk • A late drop-off puts the stability of their care at risk as they are missing their program. Notify MTM immediately if this occurs .