SECTION 5.0 PASSENGERS AND THE PUBLIC

5.1 Attitude, Public Image, and Professionalism

A chief requirement of all employees is to maintain and exercise integrity, judgment, and good moral character when dealing with the public. Because MOTA deals directly with people from diverse races, religions, ages, and genders, employees must always display the highest standards of professional behavior. Members of the public draw conclusions about MOTA and its services from the way MOTA employees respond to their needs. Courteous, correct and informed performance by employees creates trust and support within the community for MOTA’s services. It also improves safety in MOTA’s operations. While interacting with a diverse public is always a challenge, it is expected that employees will deal with all passengers and members of the public according to the following guidelines.

  1. Courtesy – All employees shall conduct themselves in a proper manner. Employees must never become involved in any gossip, off-color conversation, or jokes. Employees are a representative of MOTA and this community, and must not do or say anything thatmight discredit the employee, the organization, or the community. By avoiding the following behavior, employees can minimize passenger anxiety, and lessen the opportunity for disruption or confrontation:

a)Indifference: This is an attitude that reflects unconcern. Passengers want to assured that employees have their welfare in mind while they are riding on a MOTA vehicle.

b)Argumentative: An employee can be courteously factual in replies or explanations without being argumentative, scowling, scolding, or responding with criticizing remarks. If a passenger is being argumentative, politely advise them to call the office for assistance with their problems. Dissatisfied callers should be handledby a supervisor.

c)Ignoring questions: Passengers perceivethis behavior as indifference. If an employee does not know the answer, request that the passenger call the office, or get the passenger’s name and number and pass it along to a supervisor.

d)Curt, inaccurate answers: First impressions are lasting impressions. Failure to provide complete, current, and accurate answers to passengers often results in a loss of that customer’s belief in the reliability of MOTA.

e)Rudeness or anger: This behavior usually involves frustration, misperception, misinformation or even professional or personal problems unrelated to the task at hand. Avoid confrontational behavior with traffic, pedestrians, and callers. Give them the benefit of the doubt. Be professional and courteous at all times.

f)Failure to provide safe and comfortable conditions for passenger entry and exit: Operators must consider the passengers’ physical condition, weather conditions, and environmental conditions at stopping locations, such as holes, weeds, low hanging limbs, mailboxes, trash receptacles, etc.

  1. Inappropriate Discussions/Unauthorized Solicitations/Interaction with Passengers

a)Expressions or discussions of personal, political, or religious views by employees are prohibited on MOTA vehicles. Solicitations of any nature (including religious or political) by employees are also prohibited. This includes distributing pamphlets or any other material that is not authorized by a supervisor.

b)Operators are advised that it is inappropriate and unprofessional to discuss local government business, personal opinions, or their own displeasure about MOTA services and requirements, with passengers. Passengers asking detailed questions or commenting about policy and procedure are to be referred to a supervisor for further information.

c)Operators are prohibited from any discussion or action with a passenger that could be misconstrued as having social or romantic overtures. It is completely inappropriate to initiate, respond to, or conduct any sort of social or romantic relationship with a passenger. Be polite, but professional at all times.

  1. Confidentiality – The Michigan Mental Health Code and The Older Americans Act prohibit service providers from providing client information to other parties unless specifically authorized in writing by a client. These rules will apply universally to any and all customers or passengers of MOTA. Employees must always be cautious about inadvertently discussing any information regarding a passenger or service user. Failure to comply with this requirement may result in disciplinary action against an employee.

5.1.1 Operator Conduct

Operators must not allow friends or family to ride for the purpose of visiting, even though a fare is paid for each trip. Such visiting of friends and family while the operator is on the job can lead to non-attention and an increased possibility of an accident.

The use of profane or vulgar language, as well as abusive, indecent, or lewd conduct,is strictly prohibited while on duty, on MOTA property, or when wearing a MOTA uniform.

Operators may not smoke, eat or drink while operating a MOTA vehicle. Operators may eat or drink during break periods only. Operators may not use or consume any prohibited substances at any time while on duty, as defined in the MOTA Drug and Alcohol Policy. Smoking in any form through the use of tobacco products (pipes, cigars and cigarettes) or “vaping” with e-cigarettes is prohibitedin the MOTA building or in any MOTA vehicle at any time.

Any personal items must be properly stored so as not to interfere with the safe operation of the MOTA vehicle.

Employees who steal, embezzle, lose, misappropriate, or destroy property belonging to MOTA or other MOTA employees will face discipline up to and including discharge.

Breaks for any reason are to be taken by operators only with dispatch authorization. Break time will start when dispatch authorization has been received. Operators are to take the break in the immediate area in which they are located at the time a break is authorized, and are to return to work at the same location at the end of the authorized break. Operators are not to drive out of the area in which the break is authorized or deadhead to a preferred location without dispatch authorization, and will incur a tardy if more than the authorized break time is taken. Breaks are not to be taken when passengers are on board. When passengers are on board the vehicle must not be left unattended except in an emergency. An emergency is defined as any situation that requires immediate correction to avoid jeopardizing the health or safety of either the general public or MOTA personnel, that jeopardizes public or private property, or which risks the interruption of service.

5.1.2 Information to Passengers

Operators should make every effort to give clear information to passengers about streets, parks, public buildings, businesses, theaters, and other points of interest. Operators are required to announce designated stops requested by passengers. How operators handle strangers to the area, new riders passengers, and other persons not familiar with MOTA will determine whether these individuals choose to ride again. Operators should use good judgment and call the dispatcher at any time to get appropriate information if it appears the passenger may be stranded or greatly inconvenienced by not having correct information.

5.1.3 Guidelines for Passengers with Disabilities

Guidelines for passengers with any disability:

  1. Treat passengers with disabilities with courtesy and respect.
  2. Use person-first language (e.g., person who uses a wheelchair instead of wheelchair user).Give passengers with disabilities the same information and choices that are given to other passengers. Include accessibility information in passenger materials.
  3. Never make assumptions about the abilities of a passenger.
  4. Ask passengers if they need assistance. If they say yes, ask them how to properly assist.
  5. Do not touch the passenger or the mobility device without the permission of the passenger.
  6. Speak directly to the passenger, not the companion of the passenger.
  7. Speak clearly with a normal tone and speed, unless the passenger requests otherwise.
  8. When asked to repeat or write what was said, do so calmly and pleasantly.
  9. When necessary, calmly and pleasantly ask the passenger to repeat what was said.

Guidelines for passengers with hearing impairments:

  1. Face passengers when speaking to them and don’t let objects obstruct the view.
  2. Speak in a normal tone of voice – speaking loudly distorts lip movement and makes lip reading difficult.
  3. Be sure to notify the passenger of schedule changes or audible announcements.

Guidelines for passengers with vision disabilities:

  1. Verbally offer identification and ask passengers how to properly assist them.
  2. Respond verbally when the passenger provides information to confirm that the passenger hasbeen heard correctly.
  3. Remember to announce the passenger’s stop.
  4. If handling a monetary transaction, count the passenger’s change out loud.

Guidelines for passengers who use mobility devices:

  1. Ask passengers how to properly assist them.
  2. Mobility devices are part of the passenger’s personal space. Do not hold or lean on them without the passenger’s permission.
  3. Assist the passenger in using the lift and securing the mobility device.
  4. If mobility aids need to be operated, make no assumptions; ask the passenger how best to do so.
  5. Be aware of MOTA’s policy on mobility device securement.
  6. A passenger using a mobility device cannot be required to use a shoulder or lap strap if it is not also a requirement for passengers who do not use a mobility device.

5.2 Passenger Procedures

5.2.1 Stopping for Passengers

Avoid injury to passengers and damage to the vehicle by keeping a safe distance from trees, poles, fireplugs, or other obstructions that may be near the curb line. Do not stop the vehicle so that it blocks crosswalks or intersections.

If for any reason a passenger misses their desired destination, do not argue about who is at fault. Simply apologize and contact the dispatcher for instructions.

5.2.2 Assisting Passengers Entering or Exiting the Vehicle

MOTA offersorigin-to-destination service. This service includes curb-to-curb service as the standard service mode, with door-to-door service as needed to provide origin-to-destination service. An operator must assist passengers with disabilities who need or request assistance, including assistance with small packages, between the door of the passenger’s pick-up point and the door of the vehicle. Door-to-door service does not include lifting a passenger, going into a residence, taking a mobility device up or down steps, leaving a vehicle unattended for a lengthy period of time, or being out of sight of the vehicle.

An operator must assist passengers with disabilities who need or request assistance with the use of securement systems, ramps and lifts. If this assistance requires the vehicle operator to leave the drivers’ seat, the operator must do so. An operator must permit individuals with disabilities who do not use mobility devices, including standees, to use the vehicle lift or ramp to enter the vehicle.

Passengers with disabilities may travel with a personal care attendant. The personal care attendant will ride free.

5.2.3 Procedures for Passengers Using a Mobility Device

To load a passenger using a mobility device, observe the following procedure:

  1. Position the vehicle curbside, or back into a driveway if absolutely necessary. Select the safest location for the vehicle with consideration for the safety of the passenger and the overall effect of the vehicle on traffic.
  2. Open the lift doors, unfold the lift and lower the lift to the ground. Make sure itthe lift is level. Do not lower the lift onto a slope.
  3. Ask permission to check the brakes on the mobility device before positioning the mobility device on the lift. If the brakes are not functioning properly, inform the passenger and note the malfunction on the Daily Vehicle Inspection Report (DVIR), but the passenger still has the right to be transported.
  4. Position the mobility device on lift so that the passenger is facing away from the vehicle.
  5. Lock the wheels of the mobility device.
  6. Before raising the lift, make sure the hinged flap at the end of the lift is in the up position.
  7. Stand off to one side on the ground while raising or lowering the lift. Do not ride the lift with a passenger while raising or lowering the lift unless absolutely necessary.
  8. Once the lift has been raised and is level with the vehicle floor, unlock the wheels of the mobility device.
  9. Pull the mobility device into the bus.
  10. Position the mobility device and secure with four or more tie-downs, lap belt, and shoulder strap as required or permitted by the Americans with Disabilities Act (ADA) standards. The mobility device must be secured to the vehicle, and the passenger in the mobility device should be secured to the vehicle. If the passenger refuses, or is unable, to wear the lap belt and/or the shoulder harness, the passenger still has the right to be transported. If the mobility device cannot be secured to the vehicle, the operator may not refuse to transport the mobility device, and the passenger still has the right to be transported.
  11. Lock the wheels of the mobility device.
  12. Give the mobility device a gentle tug to be sure the tie-downs are secure and that the mobility device does not move more than one (1) inch in any direction.
  13. Fold the lift and close the lift doors.

To unload a passenger using a mobility device, reverse the loading procedure.

Lift-equipped vehicle operators must be especially alert to the following driving tips:

  1. Smooth starts and stops will help prevent riders with poor muscular control from experiencing discomfort, and will also help prevent passengers with a visual disability from being caught unaware by a sudden stop, and possibly thrown forward.
  2. Slow, smooth turns, especially left hand turns, will help prevent passengers using a mobility device from being thrown from the mobility device, as well as helping to ensure overall passenger safety.
  3. Avoiding bumps and bumpy routes if possible will help prevent passengers using a mobility device from being thrown from the mobility device, as well as helping to ensure overall passenger safety.
  4. Defensive driving techniques will help avoid many accidents. The main way to improve defensive driving is to increase following distance. This helps the operator to make smooth stops, no matter what occurs in front of the vehicle. The operator of a lift-equipped vehicle must make every effort to establish a greater following distance than normal defensive driving would indicate.

5.2.4 Seating of Passengers

Priority seats (usually located near the front of the bus) are reserved for persons with disabilities and senior citizens under Federal law. If the passenger is a senior citizen, pregnant, or has a disability, and wishes to sit in a priority seat, but finds that the area is occupied by other passenger, the operator will ask those passengers if they would be willing to relocate. All other passengers areexpected toyieldpriority seats to people with disabilities,senior citizens, and expecting parents.

Operators may not require a passenger sitting in a priority seat to move. This isbecause the passenger sitting in the priority seat may be elderly or have a hidden disability they do not wish to disclose. Examples of hidden disabilities may include:

  1. Chronic pain.
  2. Difficulty walking.
  3. Limited vision, whether or not the customer uses a white cane to travel.
  4. Intellectual disabilities.
  5. Psychiatric disabilities.

If no priority seating is available, the operator will either find another place for the passenger to sit or will inform the passenger that they are unable to accommodate the request. If the passenger is unable to be accommodated, the operator is required to call dispatch and report the issue.

Operators may not assign seats to contract passengers without approval from the Executive Director. Operators may not assign seats to non-contract passengers at any time.

5.2.5 Standing Room

Passengers must be seated if space is available. Passengers are permitted to stand when no seating is available and they are not a contract client.At the discretion of the operator, up to half of the vehicle’s seating capacity may be allowed to stand if necessaryseating capacity is unavailable.

5.2.6 Transporting Life Support Equipment

The ADA requires that public transportation providers “shall not prohibit an individual with a disability from traveling with a respirator or portable oxygen supply, consistent with applicable Department of Transportation rules on the transportation of hazardous rules (49 CFR 37.167(h)”. It is the intent of MOTA to allow passengers with disabilities to travel with respirators, portable oxygen tanks and other necessary life support equipment, but this can only be permitted if such provision follows safe procedures that will ensure the protection of passengers and employees.

Because oxygen tanks are potential fire hazards, and necessary life support equipment may cause injury to the passenger or others if not properly secured, the following procedures will be followed when transporting passenger life support equipment on MOTA vehicles.