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
Metro works with Public Transport Victoria to identify opportunities to improve the accessibility of existing train fleet, and ensure the best outcomes for customers when purchasing new trains. What does success look like? Customers will experience increased accessibility as older trains are refurbished to better cater to their needs. New trains will be well-designed and contribute to creating an easy journey. Customers will find improved features and innovative solutions to issues raised through feedback. Action Timeline Integrate different areas of the business into a formal review process when assessing fleet modification outcomes January 2016 Review driver disability awareness module to align with training provided to frontline staff June 2016 Partner with PTV to introduce better signage and educate customers seeking on-board disability assistance to use the Passenger Emergency Intercom December 2016 Develop an ongoing customer behaviour campaign to encourage customers to offer priority seats and vacate allocated spaces Ongoing Partner with PTV to ensure the procurement of fleet provides customers with the best accessible outcome Ongoing