Many Americans have disabilities.
In fact, it's about 20% of our population
so you can expect that out of every five passengers,
one may have a disability.
The goal of this video
is to help you feel comfortable interacting with these individuals
You'll learn the right words to use and a few terms you should avoid.
You'll also learn some basic techniques for providing assistance to older adults,
people who are blind
and passengers who use assistive devices.
As you'll see, many people, even some wheelchair users,
can use standard vehicles and will appreciate the help you provide.
Imagine a WALL.
When a person with a disability is planning an outing
what comes to that person's mind are all of the obstacles or "bricks in a wall"
that limit their every move.
For example, busses with a lack of seating,
taxis that will not stop
and subways with limited accessible stops are all barriers.
By incorporating the following four steps,
you can break down the WALL of exclusion
and create a WALL of inclusion.
First the W in WALL. The W stands for Watch.
Be observant of passengers and their abilities.
If the person looks like he or she might need additional assistance,
approach the person in a friendly manner and introduce yourself.
This is especially important
when picking up someone who is blind or has low vision.
Observe the passenger
and structure your approach based on that person's specific needs.
The all-important A in the WALL is for ASK.
Ask the person "how may I assist you?"
If your passenger uses a wheelchair, walker or roller
do not attempt to dismantle it and store the device
without first asking the passenger's permission.
A good approach is to ask the passenger,
"Do you have a preference as to how I stow your wheelchair (or other assistive device)?"
Remember that an assistive device is almost like an extension of someone's body.
In addition to assistive devices,
it is also necessary to allow service animals to travel in your vehicles.
Service animals should be allowed to ride with the passenger
on the floor of the backseat of the car.
Be polite and mindful of the language you use
and never hesitate to ask the person's preferences.
The ASK leads you to the first L which is to Listen.
Once you ask a passenger how you may assist,
they will give you specific instructions on how to best accommodate them.
Pay attention to what the passenger says and then act on what they say.
You can also repeat the instruction for complete clarity.
If they don't need or want assistance,
take "no" for an answer.
Finally the last L is to Learn.
Let the customer know that you understand their needs
and respond appropriately.
Store this information and the experience to build your knowledge for the future.
If you follow these four letters,
you will break down that WALL
and create a simple, positive experience,
and a satisfied passenger.
Here are a few more detailed tips
to help passengers that might need assistance.
Smaller scooters can be dismantled and placed in the trunk.
The seat is removable
the release lever is under the seat.
Never lift a scooter seat by the arms; they will flip up.
The tiller can be loosened and folded down.
Then the scooter can be lifted into the trunk. Always lift from the base.
This, of course, is appropriate for smaller scooters only.
If you need to roll the scooter,
there is a freewheel lever that you must release first.
Ask the passenger if they are able to put the scooter in neutral
to avoid any damage to the scooter.
Passengers with large scooters
need a wheelchair accessible vehicle with a ramp or lift.
There are two types of wheelchairs,
power and manual wheelchairs.
Power wheelchairs require vehicles that have a lift or ramp.
Manual wheelchairs come in two types, folding and non-folding.
Folding wheelchairs are collapsible
by removing the seat cushion and pulling up the seat,
by moving a release bar, or pulling a cord.
This type of wheelchair can be stowed easily in a vehicle trunk
or behind a seat.
Ask the passenger for their recommendation
regarding the best way to fold the chair.
Non-folding wheelchairs can be easily disassembled for stowage.
The large rear wheels have a button in the center of the wheel for removal.
Push the button in, hold and pull the wheel straight out.
To replace the wheel, keep the button depressed until the wheel is in place,
then release and give the wheel a tug to make sure it is securely fastened.
Always lift these chairs by the frame,
never by the wheels, armrest or footrest.
Ask the passenger how to set the brakes.
Passenger who is blind or low vision Passenger with a service animal
A person with a service animal should ALWAYS be allowed in your vehicle.
Properly trained service animals
will be easily guided into the back seat of the vehicle
and onto the floor of the back seat.
If it is raining or there is inclement weather
it is helpful to have a blanket or beach towel in your trunk.
When guiding someone who is blind,
place yourself next to the blind passenger
and allow them to take your arm.
Do not grab the passenger; just allow them to lightly grasp your elbow.
Be sure to be very descriptive as you guide them into your car.
Familiarizing blind passengers with their surroundings is welcome help.
Lastly, it's important to use the proper language
when communicating with people.
This means that the word "handicap" is outdated.
The preferred term is a "person with disabilities."
Treating all passengers with respect and dignity
will benefit your business.
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