This section of the toolkit provides an overview of passenger assistance and sensitivity requirements under the U.S. Department of Transportation (DOT) Americans with Disabilities Act (ADA) regulations, as well as good customer service practices and tips for serving customers with various disabilities. The information is organized into the following subsections:
Unless stated otherwise, the information in this section is based on U.S. Department of Transportation regulation 49 CFR Part 37 - Transportation Services for Individuals with Disabilities (ADA), FTA Circular 4710.1, Americans With Disabilities Act (ADA): Guidance, and the National Aging and Disability Transportation Center’s (NADTC) Transit Operator’s Pocket Guide.
Customer service and sensitivity are very important when serving persons with disabilities. The U.S. DOT ADA regulations include specific training requirements for assisting these customers. From Section 37.173 – Training Requirements:
“Each public or private entity which operates a fixed route or demand responsive system shall ensure that personnel are trained to proficiency, as appropriate to their duties, so that they operate vehicles and equipment safely and properly assist and treat individuals with disabilities who use the service in a respectful and courteous way, with appropriate attention to the difference among individuals with disabilities.”
For example, drivers need to be able to properly operate wheelchair lifts, ramps, and securement equipment, and know what to do in emergencies when serving passengers with disabilities. Personnel also must be trained on how to assist these customers respectfully and with sensitivity to their different abilities and needs.
The training requirement applies to all public and private transportation providers. Transit agencies that contract for services need to ensure that the employees of contractors are trained to proficiency.
Section 2.9.1 of the FTA ADA Circular provides examples of personnel training topics appropriate for different responsibilities. The following examples are related to passenger assistance and sensitivity:
As discussed in Section 2.9.2 of the FTA ADA Circular and Appendix D to 49 CFR Part 37, FTA encourages transit agencies to collaborate with local disability organizations for assistance with employee training. Involving individuals with disabilities in agency training programs helps to demonstrate appropriate types of assistance and provides a forum for discussion of what does and does not work in practice.
A.C.C.E.S.S. Matters, a sensitivity training video for transit operators developed by Easter Seals Project ACTION, can be obtained from the National Aging and Disability Transportation Center. Note that this video has not been approved or endorsed by FTA.
Here are some important customer service guidelines for serving passengers with disabilities, adapted from the National Aging and Disability Transportation Center’s
Transit Operator’s Pocket Guide unless otherwise noted.
As stated in the Transit Operator’s Pocket Guide, communication with people with disabilities follows the basic rules of customer service and good manners.
There are also specific guidelines that personnel should be trained on for assisting individuals with different types of disabilities. Here are some tips for staff to keep in mind when serving the following populations, adapted from the Transit Operator’s Pocket Guide except where otherwise noted.
For more information, see the Accommodating Riders Who Use Mobility Devices page of this toolkit.
For more information, see the Service Animals section of this toolkit.
As noted on the Job Accommodation Network’s website, intellectual disabilities vary in degree and effect from person to person, just as individual capabilities vary considerably among people who do not have an intellectual disability. Do not make generalizations about the needs of persons with intellectual disabilities.
The following communication tips are adapted from the Job Accommodation Network’s Communication Tips for Working with Individuals with Intellectual Disabilities:
The following guidelines from United Spinal Association may also be helpful:
The Job Accommodation Network offers the following considerations for interacting with individuals with psychiatric disabilities:
As noted on United Spinal Association’s Disability Etiquette web page, people with psychiatric disabilities may at times have difficulty coping with the tasks and interactions of daily life. This web page offers the following tips.
Updated Nov 10, 2021
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