Introduction and Ice-breaker

1、Introductionand Ice-breakerARRIVA LONDON ARRIVA LONDON DISABILITY EQUALITY DISABILITY EQUALITY TRAININGTRAININGIntroductionand Ice-breakerAgendaHouse keeping and access needsAim and Objective Ground rulesIntroductions icebreakerDisability Discrimination Act & Bus Transport AccessibilityWhy is th

2、is course important?Disability Equality a different approach (Talk Video)TfL Commitment Who are we talking about? Attitudes & AssumptionsWhat we can do from todayReview Aim and Objectives This day aims to raise your awareness of disability as an equality and diversity issue to enable you to meet

3、 your customer service objectives in relation to disabled customers, through a greater understanding of:What Transport for Londons expectations are in relation to service for disabled customersThe make-up of disabled people in London (in the context of the rest of the country)Who is a disabled perso

4、nWhat discrimination is and what the Disability Discrimination Act (DDA) and disability transport legislation means for you and for our companyWhat access barriers disabled people face, particularly in bus travelHow we can work to improve access for disabled customersGround Rules Use examples/experi

5、ences anonymously to share learning with othersRespect other participantsChallenge ideas not people Listen without interruptionTake time to try to learn from what others shareRespect each others access needs make sure your needs are knownGive and take you have as much responsibility to learn as the

6、trainer has to trainAnd finally ENJOY! Favourite movie/TV programme? Favourite meal? How many attempts to pass a car driving test? Do they have someone in their family/friend who has a disability?Getting to know you.Making assumptions! How did you feel about someone making assumptions about you?Disa

7、bility Discrimination Act 1995 (DDA) A. Disability DiscriminationDisability Discrimination The key parts of Disability Discrimination Act 1995 (DDA) has been operational since October 2004. It does not do everything, but gives rights to a lot of disabled people.They must have a physical or mental co

8、ndition that leads to serious difficulties in everyday life and these are long-term.B. The DDA - What It DoesThe DDA - What It DoesFor most disabled people it can stop people unreasonably preventing them, just because they are disabled, from:Getting or staying in a jobUsing services or facilities th

9、e rest of the public useGetting somewhere to live rent or buy C.Doing things differently - Reasonable AdjustmentsDoing things differently - Reasonable AdjustmentsPeople have to make changes, so disabled people can use a service or do a job. These changes, called reasonable adjustments, could be:To t

10、he way things are organised or doneTo the help given to disabled people equipment or human supportTo the way things are built or designedD.Public TransportPublic TransportStations, including bus stations, must be made accessible, as far as is reasonable.Buses and coaches have to become accessible ov

11、er the period to 2020.Drivers and conductors must allow, and assist, disabled passengers to use buses, if this can reasonably be achieved.Disability Discrimination Act 1995 (DDA) E.E. Why Worry?Why Worry?The Disability Rights Commission helps disabled people.Court cases happen and there is no limit

12、on damages.Regulations will be enforced.The Government is committed to strengthening the DDA.TfL requires operators to provide an equal service to disabled people.Why is this course important?(a) Disabled people are customersDisabled people are customers - They have travel needs, just the same as an

13、ybody else. Such needs may be even more important to some disabled people as they cannot all use many forms of transport.(b) Substantial spending powerSubstantial spending power - There are large numbers of disabled people who, together with their immediate family and friends, have a combined spendi

14、ng power probably around 52bn.(c) Their friends and familyTheir friends and family - If you ignore the needs of disabled people you may be ignoring those around and with them it could be you too!(d) Bus travel is cheaper than other travelBus travel is cheaper than other travel - Over half of disable

15、d people earn less than 10k per annum.(e) There is THE LAWTHE LAW (the DDA) stopping people leaving disabled people out and their expectations of equality are increasing.TfL and our company want to be seen to be catering for all all customers - We want to achieve a good public image. Some key points

16、 are:Its good for business and therefore good for their jobs; Its good for society if more disabled people can play an active part andIt could be good for them personally (over 80% of disabled people become disabled during their working life).Other Key Messages: Disability is a business issue that c

17、ompanies can no longer ignore.More satisfied customers can only be good for their companies and their jobs.There are increased legal requirements for inclusion.Disabled peoples active involvement in the world of work and leisure, through greater access, can only benefit the population as a whole. An

18、d it could be you!And it could be you! Disability Equality a different approach TALKTALK A video made by DRC (Disability Rights Commission)Key points Disability is an equality and diversity issue. Barriers to inclusion can be found in the 4 Ps:o Physical featureso Policieso Procedureso Peoples Attit

19、udes This is the approach chosen by TfL who want everyone to be able to use public transport equallyTransport for Londons Commitment “Transport for London has made a commitment to ensure equality and inclusion is at the heart of the way we behave towards each other and the way we provide our service

20、s. “We have made progress in making our vehicles accessible to disabled people, but the quality of the service they receive is what makes the journey work!”Pip Hesketh Head of Equality and InclusionTfL have already put in place a number of things, or have them in hand, to make the inclusion of disab

21、led people easier. Low floor buses Consultation - about bus layout, currently revising vehicle specifications and consulting operators Ramp availability Accessibility audit of all Bus Stations took place in 2003 with improvements across the network, for example widening of pedestrian islands at Vict

22、oria to enable wheelchair accessDriver and conductor disability awareness training Travel training programme for people with learning disabilitiesImprovements in bus stop/shelter information with larger, simplified displaysWork continuing on new accessible double deckersPerformance monitoring of bus

23、 and PCO by disabled people is now in place A programme of research amongst disabled people being developedNew design of bus blind less information just number and destination in upper and lower caseWho are we talking about?People who are or have:Walking difficulties and may use walking aids (sticks

24、, crutches, frames)Permanent wheelchair users (i.e. dont move around except in one)Occasional wheelchair users who may get out, sit in a “normal” seat and fold up their chair and so onElectric wheelchair usersScooter or buggy usersIndependent wheelchair users; someone who needs no assistance to get

25、roundAssisted wheelchair userLimited visionLittle or no visionCannot see or hear muchTemporary disabilities (broken arm, etc)Speech difficultiesPre-lingually deaf British Sign Language (BSL) userReduced hearing and may be a lipreaderHearing-aid userUse guide dogs or other assistance dogsWith carersS

26、hort statureLost a limb and may use an artificial one.Cannot cope with change (possibly has learning difficulties)Is susceptible to stress (maybe is mentally ill)Cannot read EnglishCannot use numbersHas a condition triggered by strong smells or tastesCannot feelEasily tiredSpecific dietary needsWith

27、 an appearance people stare atWith behaviour people may find threateningNeed the toilet frequentlyHave difficulty reachingDisability some factsOver 6.8 million working age disabled people in Great Britain 836,000 in London (Labour Force Survey)The employment rate for disabled people of working age i

28、n London is 30%. The rate for the general working age population is 70%. (Labour Force Survey)Over 2.3 million people in Britain claim Disability Living Allowance nearly 10% of whom are in London.For over 50% of disabled people their disability is hiddenUp to 460,000 disabled people in London found

29、it impossible or very difficult to use mainstream public transport (GLAD)360,000 (approx) disabled children live in UK of whom 47,000 (approx) live away from home (Hansard)There are 6.8 million informal carers of disabled people and 1 person in 4 will have at least one disabled person in their immed

30、iate family or householdOver 8 million people have a significant hearing loss (Hearing Research Trust) and a 1.5m increase is expected over the next 20 years in people over 60Around 7 million people with a serious skin condition with over 250,000 people having a severe facial disfigurementAround 3%

31、of disabled people use wheelchairs permanently and a further 400,000 - 500,000 use a wheelchair occasionally1 million entitled to be registered as blind - only 250,000 registered only around 4% of those have no useful sightOver 113,000 people in London are blind, deaf-blind or partially sighted. (RN

32、IB)A further 700,000 people are unable to recognise a friend across a street or read newsprint without the aid of standard spectaclesAlmost 1 in 6 people currently experiencing significant mental distress (anxiety to schizophrenia) (OPCS) and at some stage 70% of all adults will experience depressio

33、n2% (over 1 million) of the UK population have learning difficulties (MH Foundation) 1 in 4 will at some stage in their life be disabled8.9m people are affected by irritable bowel syndrome (it may be as many as 1 in 3) and well over 3% need to go to the toilet more often than is considered “normal”A

34、ttitudes and AssumptionsStatements of what people believe about disabilityITS NATURAL TO MAKE ASSUMPTIONSITS NATURAL TO MAKE ASSUMPTIONS about people, we all do it. I probably made some assumptions about you as you arrived.We make assumptions about what disabled people can and cannot do. We make ass

35、umptions about what a disabled persons life might be like.We make assumptions about what help a disabled person might need.We might make assumptions that a disabled persons life might be awful.We make assumptions on little or no knowledge we have about disability. Key PointsKey PointsThere is a lot

36、of misinformation around about disabled people.The media reinforces this every day.We all make assumptions based on it rather than finding out direct from the disabled person.Working on the basis of assumptions can have a very adverse effect on the lives of disabled people and our own ability to del

37、iver appropriate, and inclusive service.What can we do from today!“We can do that”A Disabled customer is first and foremost a CUSTOMERWhat we want is a crisp customer serviceThe essential elements are:C CommunicationR RespectI InformationS SenseP Patience This is some simple guidance we hope will he

38、lp you work This is some simple guidance we hope will help you work better with disabled people with a range of needs.better with disabled people with a range of needs.TalkingTalkingRelax! Dont get tongue-tied. Disabled people are used to other people saying inappropriate things.Try to avoid labels

39、the person is a customer do you talk about a “customer with a big nose”? No more need to talk about a “customer with MS” unless it is important for the particular support being given.Use language you would to any other customer.If someone is there to support the disabled person, such as an interpret

40、er or carer, look at and talk to the disabled person.Look at your customer and try not to mumble. You do not know who will need to read your lips to assist them hearing.FacilitatingFacilitatingAsk the disabled person what help they need and respect their answer they are the expert.Be aware people may need different types of seating if available higher seats particularly for some older people.Information may not be accessible man