Progress 2012 - 2015 Metro’s previous Accessibility Action Plan provided the business with key areas of focus and progress for 2012 to 2015. While what has already been achieved should be acknowledged, we also recognise that there is much more to be done. Below are the key progress milestones within the lifespan of the former plan: Customer Service staff/Authorised Officers training Through the Metro Training Academy, all station staff and Authorised Officers undertake training and assessment in assisting customers with disabilities. This training is aligned and mapped to a nationally recognised unit of competence (TLII2020A – Provide assistance to customers with individual needs) and contextualised to suit the needs of our customers. Within the last financial year, 57 multi-modal Authorised Officers, 64 Metro Authorised Officers and 98 station staff have completed the training. Overall, this number represents 15% of our total frontline staff receiving training in just the last year. Driver training Driver training includes instruction relating to identifying and assisting customers with individual needs, such as deployment of wheelchair ramps and general skills such as communication. They are trained in the correct method of positioning wheelchair ramps for customers and in using these ramps in circumstances when customers are experiencing mobility difficulties with boarding and exiting trains. The latest edition of ‘Train Talk’, which is a training DVD provided to all drivers, features a section on adequately assisting customers with individual needs. There is a focus on the impact of over-carrying and the need to be patient when customers communicate their destination. Customer consultation also informed us to redesign and improve the ‘post-it-note’ handed to drivers advising of destination points. Moving like a Metro training The ‘Moving like a Metro’ training has been developed and will be rolled out to all frontline Customer Service staff, approximately 1000 in total, throughout 2015/16. The training builds on the theoretical concepts covered during the delivery of the Signature Service training over the last eighteen months. This learning initiative consolidates these learnings through an experiential based training course which provides an immersive environment within a station in which staff will learn through personal reflection, review and coaching as they participate in a series of scenarios. These scenarios include, amongst other topics, providing tailored and personalised assistance to our customers with individual needs. Staff assistance The ‘red’ button on the station customer information consoles has staff coverage from first to last train. Customers at unstaffed stations, or customers unable to locate a staff member, are
Progress 2012 - 2015 Metro’s previous Accessibility Action Plan provided the business with key areas of focus and progress for 2012 to 2015. While what has already been achieved should be acknowledged, we also recognise that there is much more to be done. Below are the key progress milestones within the lifespan of the former plan: Customer Service staff/Authorised Officers training Through the Metro Training Academy, all station staff and Authorised Officers undertake training and assessment in assisting customers with disabilities. This training is aligned and mapped to a nationally recognised unit of competence (TLII2020A – Provide assistance to customers with individual needs) and contextualised to suit the needs of our customers. Within the last financial year, 57 multi-modal Authorised Officers, 64 Metro Authorised Officers and 98 station staff have completed the training. Overall, this number represents 15% of our total frontline staff receiving training in just the last year. Driver training Driver training includes instruction relating to identifying and assisting customers with individual needs, such as deployment of wheelchair ramps and general skills such as communication. They are trained in the correct method of positioning wheelchair ramps for customers and in using these ramps in circumstances when customers are experiencing mobility difficulties with boarding and exiting trains. The latest edition of ‘Train Talk’, which is a training DVD provided to all drivers, features a section on adequately assisting customers with individual needs. There is a focus on the impact of over-carrying and the need to be patient when customers communicate their destination. Customer consultation also informed us to redesign and improve the ‘post-it-note’ handed to drivers advising of destination points. Moving like a Metro training The ‘Moving like a Metro’ training has been developed and will be rolled out to all frontline Customer Service staff, approximately 1000 in total, throughout 2015/16. The training builds on the theoretical concepts covered during the delivery of the Signature Service training over the last eighteen months. This learning initiative consolidates these learnings through an experiential based training course which provides an immersive environment within a station in which staff will learn through personal reflection, review and coaching as they participate in a series of scenarios. These scenarios include, amongst other topics, providing tailored and personalised assistance to our customers with individual needs. Staff assistance The ‘red’ button on the station customer information consoles has staff coverage from first to last train. Customers at unstaffed stations, or customers unable to locate a staff member, are
AAP-Draft-FINAL.docx