Driver and Passenger Assistant Handbook

Lincolnshire County Council

• Decide who is entitled to travel on transport
• Manage the Dynamic Purchasing System which is a list of operators who meet all the requirements to bid for passenger transport work for the County Council.
• Tender and obtain quotations for the transport required.
• Prepare and send out timetables, bus passes and season tickets.
• Manage, monitor and review transport contracts and services.
• Carry out transport inspections and risk assessments.
• Deal with passenger conduct issues and enforcing our behaviour policy.
• Resolve issues and complaints from operators, drivers, passenger assistants, schools, establishments, parents/carers and passengers.
• Liaise with and carry out Local Authority Designated Officer (LADO) investigations in relation to our contracts.
• Ensure that drivers/passenger assistants undergo Disclosure and Barring Service checks (DBS)
• Issue badges granting approval to drive and act as passenger assistants on the County Council’s contracts.
• Issue contract conditions as set out in the DPS.
• Co-ordinate training for Medical PAs.
• Collect money from post-16 students and concessionary passengers.

Operator/Supplier

• All vehicles meet legal requirements in terms of licensing, maintenance and health and safety.
• Drivers/PAs are fully aware of contract requirements and have timetable details.
• Drivers/PAs are fully aware of all emergency procedures and Health and Safety requirements.
• Drivers/PAs are trained in the correct use of specialist equipment eg wheelchair restraints, harnesses etc.
• Organise any pre-contract visit to the home(s) of the passengers if required and ensure Medical PAs have the appropriate training in liaison with LCC.
• Drivers/PAs have received and understood any safe travel plan documents regarding specific passenger needs.
• Drivers/PAs understand their part of the Council’s General Conditions of Contract for Provision of Passenger Transport Services.
• Drivers/PAs are vetted through our badging process before allocated to any of our contracts.
• To assist fully with any investigations required and report any issues of concern.
• Be aware of the County Councils Safeguarding requirements including the role of the Local Authority Designated Officer (LADO)
• Report any endorsements of penalty points at 6 points or above for any of your drivers to LCC.

Role of the Establishment

• Supervise the boarding and alighting of passengers when on the establishment grounds.
• Liaise with operators, drivers/PAs and the County Council in resolving transport issues.
• Make themselves aware of and follow the 2006 Education and Inspections Act.
• Be aware of safeguarding requirements.

Passenger

The passengers that you transport may have physical, emotional, communication and/or learning disabilities and may display challenging behaviours, whilst some passengers may need medication to be administered in an emergency during their journey.

Passengers, their parents/guardians/carers, and establishment representatives should always be treated in a polite and professional manner.

Passengers should have a positive experience on transport journeys, whilst always remaining safe.

The aim of LCC is for passengers to arrive at their establishment on time and in a calm state to be able to engage in their day ahead.

Drivers and Passenger Assistants

At all times you must wear a valid and authorised badge which is issued by LCC and if this is lost you must advise LCC immediately. You must renew your badge every 3 years. You can apply to renew up to 3 months before it expires.

You must advise your employer and LCC if you are convicted of any criminal offence or if you are subject to court proceedings.

All Staff engaged as Drivers or Passenger Assistants must be able to communicate effectively with passengers and their representatives. This requirement applies to all Drivers and Passenger Assistants irrespective of their race and ethnic origin for some of whom English may not be a first language.

Personal mobile phones/tablets/watches and personal gadgets should be switched off and no personal calls or text messages should be made whilst fulfilling a contract for LCC, unless in an emergency.

You should always be friendly and well-presented, whilst maintaining a courteous and professional relationship with passengers, parents, guardians, carers, other suppliers, establishments, and the public.

Alcohol and drugs affect judgement, and you should not be under the influence of any alcohol or illegal drugs whilst operating contracts/ services on behalf of LCC. Please also check the information supplied to you with any prescribed medication to see if this may affect your driving or ability to carry out your role as a passenger assistant.

Only passengers authorised by LCC may be carried on your vehicle. You will be supplied with details of the pick-up/drop off (PUDO) points for the route and must check that the passengers boarding your vehicle are authorised to do so. If you feel that a PUDO point is unsuitable, please email: tsg_fleet&compliance@lincolnshire.gov.uk to arrange an on-site assessment.

You must always interact with and respond to, passengers in a positive and sensitive manner. Staff shall not make any negative or disparaging comments about any passenger, establishment, the council or services being undertaken.

You may be required to undertake a pre-contract visit to the home(s) of the passenger(s) for the purpose of introduction and familiarisation prior to providing transport for a passenger which will require the vehicle and any associated equipment to be available at this time.

You shall not accept any communication regarding the operation of a route from any person except an officer from LCC or your transport operator.

You must not smoke (including E cigarettes/vapes and smoking aids) whilst fulfilling a contract or whilst waiting to collect passengers.

Cigarettes or vapes should not be detectable in the vehicle at any time.

No more passengers should be carried than permitted by the design or licensed capacity of the vehicle.

Drivers

The driver is responsible for everything that happens in or on a vehicle.

You must hold a valid DVLA licence for the type of vehicle that you are asked to drive.

Hackney & Private Hire drivers MUST carry their district licence along with a valid LCC Green (DBS) badge

PSV drivers must hold and carry their Driver Certificate of Professional Competence (DCPC), a Driver Qualification Card (DQC) along with the (orange) LCC-DBS badge:

• Orange badge - D1 licence – up to 16 seat vehicles ONLY
• Orange badge - D licence – Full PSV

You must report any endorsement of penalty points on your DVLA driving licence to your employer.

The vehicle being used should be legally operated, roadworthy, and clean inside and out whilst the temperature of the vehicle should always be comfortable for all passengers.

A daily walk round check of your vehicle should be undertaken with any defects being reported/actioned in accordance with your employer’s policy.

It is essential that you know the route of the contract that you are undertaking along with the timetable, where applicable. If using a satellite navigation system, the volume must be at an audible level.

Passengers must not be allowed to alight into the highway. They must always be dropped off at a safe location, usually kerb side, but we understand this isn’t always possible. Do not cross a dual carriageway with passengers aboard unless advised by LCC.

Use your discression if a pupil claims they have lost their bus pass. Advise the pupil to get a replacement, take their name and inform your operator so they can inform us.

Passenger Assistants

Whilst the driver is responsible for everything that happens on the vehicle, when there is a need for a passenger assistant to be present on a vehicle, they are responsible for the care of passengers whilst being transported on an LCC contract, as the driver must be allowed to concentrate solely on driving the vehicle.

Passenger assistants must travel in the rear of the vehicle unless advised otherwise by LCC and they are responsible for the care of the passengers.

If you have been appointed as a Medical PA make sure you understand your role. There are Medically trained PAs who may be required to administer to passengers or Medical awareness PAs who observe and follow the advice of the NHS Treatment Plan if symptoms are realised. This may be to ring 999. All Medical PAs must have had training organised by LCC. Please make sure you report any incidents to LCC.

Medication, which may require administering to passengers during the journey or transporting between home and school only, will need to be passed between yourself and the establishment and parents/guardians/carers at the start and end of each journey.

An NHS Treatment Plan, supplying information regarding medication dosage, will be supplied to you from your employer by LCC. You must ensure that you have received the required training prior to working on a medical contract. Should you require training, you should contact your employer to arrange with LCC.