First Bus will become the first company in the bus industry to provide its drivers with specific training designed to help people who are blind or partially sighted to confidently use the bus.
First will begin training each of its 17,000 UK drivers from September. In designing the bespoke training package for its drivers First has been working closely with leading charity, Guide Dogs, who provide the My Guide sighted guiding scheme.
First drivers will be encouraged to either verbally guide or physically assist customers that may have problems with their sight to their seats, and urged to alert customers when their stop is approaching. In training, drivers will also be blindfolded so they can play the role of a blind passenger and therefore better understand the needs and concerns of such customers.
Barbara Bedford, Customer Service and Communications Director for First Bus, said: “We are setting new standards of customer service across our operations in the UK. By improving our customer proposition we will encourage more people to travel by bus and to travel by bus more often.
“As part of our commitment to improve customer service we will be working with a number of disability groups to understand how the company can provide better services.”
She continued: “I’m delighted that we have partnered with Guide Dogs. Our bespoke Driver Training Programme, designed in conjunction with the charity, will begin in September. Our 17,000 drivers across the UK will receive the specific training that highlights some of the obstacles people who are blind or partially sighted have to overcome when catching the bus.
“We’ve already taken steps to make life a little easier for customers with disabilities. All our new buses have been designed with extra space at the front of the bus and fitted with more grab rails, which should provide customers who are blind or partially sighted with a little bit more support and reassurance.
“We will be working hard to raise awareness across our operations throughout the UK that First’s bus services are accessible.”
Stewart Heppleston (65), from Huddersfield regularly travels to Leeds. He lost his sight 10 years ago as a result of macular degeneration and rod and cone dystrophy. “I travel by bus several times a week visiting friends and family, going to the shops and just generally getting out and about,” said Stewart. “It was great to hear that First Bus is working with Guide Dogs and embracing the My Guide training scheme as I can travel safe in the knowledge that help is at hand if I need it. I’ve found that First’s drivers are really patient and helpful. Knowing that the drivers will be specifically trained provides me with a lot of reassurance."
Guide Dogs Sighted Guide Ambassador for Leeds, Pam Stringer, added: “Freedom and independence are a crucial part of life, regardless of how much you can or cannot see. The My Guide scheme from Guide Dogs trains people as sighted guides who can confidently assist people who are blind or partially sighted when out and about. Guide Dogs are delighted to work closely with First Bus to provide My Guide training to its staff and hope that this improved service will go a long way in helping those who currently lack the confidence to venture out alone, feel empowered to do so.”
First’s bespoke Driver Training Programme will be rolled out to its 17,000 UK drivers from September 2013. The training is based on My Guide sighted guide training which is a process designed and established by Guide Dogs. First’s training, using approved methods and techniques, will encourage its drivers to help customers who have a visual impairment with: getting on and off the bus; finding a seat; and verbally alerting customers when their stop is approaching. In training, Drivers will be blindfolded and guided so that they understand the obstacles that customers who are blind or partially sighted face when using the bus. Each driver will receive a Guide Dogs certificate and badge at the end of the training.