Introduction
The work you do as a driver or passenger assistant is incredibly important, and at Lincolnshire County Council (LCC) we want to thank you for your hard work and commitment to safely transporting your passengers on behalf of LCC.
You provide a front-line service to passengers in Lincolnshire, and it is hoped that you will find this handbook useful in helping you to continue to deliver quality standards of service in sometimes challenging situations. LCC has also produced guidelines for suppliers and guidelines for drivers and passenger assistants to complement this handbook.
The service that you provide is important for your passengers, their families and carers, and staff at the establishments that you serve. Providing safe, efficient transport and an enjoyable journey to assist in a person’s enjoyment of their day and enables them to arrive at their establishment ready for their day.
In appreciating the difficulties that can sometimes arise during these journeys, it remains important that you always show empathy and care and be assured that LCC has a zero-tolerance approach to abusive, aggressive, violent or any other kinds of threatening behaviour.
Along with your employer, LCC is there to support you.
Definition of roles
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.
Safeguarding
You have an important part to play in safeguarding the passengers that are provided with transport. Safeguarding is everyone’s responsibility.
Please remember reporting is a vital tool used within LCC to identify trends and other issues, therefore if you think “should I report that” please do so. Use the incident reporting process to report any incidents.
You should engage in conversation with passengers but always maintain a professional relationship.
You should not discuss any personal information of a passenger with anyone other than the passenger’s parent/carer, school/establishment, LCC, your employer.
You must not engage with passengers or their families through social media, and any prior social media contacts must be declared to your employer e.g. you know a parent via social media prior to providing transport for their child.
- All telephone/mobile phone contact should be with parents/guardians/carers.
- Do not contact the passenger directly by mobile phone, regardless of their age.
- Do not video/photograph any passengers.
All information regarding passengers and their family circumstances is strictly confidential and should not be disclosed to anyone other than the child’s parent/ guardian/carer, establishment staff or LCC.
Confidentiality must be always maintained.
Any loss of information/data MUST be reported to LCC immediately, for instance, if a passenger list or NHS Treatment plan is lost.
Any incidents of bullying should be reported immediately to the establishment upon arrival, along with a written report to LCC.
If the behaviour of any passenger causes you concern, you must immediately report the matter to LCC and the establishment.
You should never use aggressive or offensive language or physical intervention to manage the situation. Any physical intervention used, as a last resort to protect yourself or others, must be proportionate to the threat faced and reported immediately to the establishment and LCC. Any instance of physical intervention used, will be referred to the Local Area Designated Officer (LADO) for their guidance (See LADO information at the end of this document).
Except in the case of emergency, passengers are only allowed to leave the vehicle at the agreed drop off locations and should not be dropped off at any other location without the prior approval of LCC.
You must ensure that a safe handover takes place at both ends of the journey involving parents/guardians/carers and establishment staff.
Should a parent/guardian/carer not be at home on the passenger’s return, the rest of the journey should be fulfilled before returning to their address. If the parent/ guardian/carer, is still not present, advice should be sought from LCC via your employer.
Only in an emergency should any passenger be lifted or carried physically onto or off a vehicle by the passenger assistant or driver. If a passenger cannot board the vehicle by any means other than being lifted manually, then a passenger risk assessment is required and the passenger is not to travel until a solution is found.
If you have any doubts or concerns about the way that someone is being treated, don’t keep it to yourself or think it is none of your business.
Remember you are working on behalf of LCC and your information could help a vulnerable child or adult. The numbers at the end of the section are to report any wider concerns to LCC’s Children or Adult Services but if you are unsure then follow our incident reporting process – the most important thing is to let us know.
Safeguarding team for children and adults
Tel: 01522 782111 – Children (8am - 6pm) Tel: 01522 782155 – Adults (8am - 6pm)
Out of hours Emergency Duty Team – 01522 782333 (Children and Adults) Local Area Designated Officer – Queries line - 01522 554674
Report a safeguarding concern – Lincolnshire County Council:
Inspections and checks
LCC takes the Health and Safety of passengers on transport very seriously and have a dedicated team that deal with health & safety issues.
You may encounter staff from this team during the operation of your contract and sometimes a member of the team will travel on your vehicle. The team checks and supports with contractual compliance, as well as providing and demonstrating the use of specialist equipment, which may be required for a passenger. General support and guidance in the operation of your contract can also be provided.
Following an inspection, any anomalies found will be discussed with yourself or the operator and/or the establishment. This could result in, a timetable amendment, change to pick-up points or a discussion with the establishment concerned if poor conduct is an issue.
The team may also work with you if a Passenger Risk Assessment (PRA) is in place or needed for a passenger. Such assessments identify specific transport and passenger requirements to ensure a safe and suitable journey can be provided.
Safe Travel Plans (STP) and NHS Treatment Plans
Where a passenger has a specific medical or behavioural need a STP and, if required, an NHS Treatment Plan will be issued by LCC.
The STP will consist of an outline of the passenger’s needs and known support strategies.
The NHS Treatment Plan is required when a passenger needs medication to be administered by a trained passenger assistant or driver in the event of an emergency.
Copies of STPs and NHS Treatment Plans are to always travel with the passenger and should be safely stored in a secure place on the vehicle within easy access of the crew. Confidentiality should always be maintained.
Should the passenger change transport then the information MUST be destroyed or returned to LCC.
Route Safety
Pick Up Drop Off (PUDO) locations
Any location where a passenger is picked up or dropped off is called a PUDO. Where possible, these are bus stop locations.
Details of these PUDO points, along a route, are shared with the operator and you should ensure that you know the locations approved to use prior to fulfilling an LCC contract.
You should also ensure that a risk assessment is completed by your transport operator for the route which you are required to travel when operating your contract, especially for PSV vehicles.
All PUDO’s have been risk assessed prior to their utilisation.
Equipment use
You must ensure you know how to operate any specialist equipment required of you including ramps and passenger lifts. This may require training of your driver and PA.
Any specific equipment needed by a passenger will be supplied by the Council (except for booster seats and cushions). The equipment is for that individual passenger and you will be asked to return it if that passenger no longer requires transport or the contract changes. Failure to do so may result in charges.
Do not use any seating or restraint system supplied by parents/guardians unless authorised by LCC.
All equipment must be maintained in good condition, securely anchored and be fitted and used strictly in accordance with the manufacturer’s instructions.
Wheelchairs
You must be trained (and able to demonstrate on request) in the use of approved passenger and wheelchair restraint systems and be aware of the manufacturer’s instructions for using all access and safety equipment.
You must ensure that appropriate access and restraint equipment for the carrying of wheelchairs is serviceable, in a safe condition and is always carried on the vehicle in a safe manner (placed into floor track/locked storage box).
You must ensure that all wheelchair tiedown and occupant restraint systems used within the vehicle comply with ISO 10542 or any replacement standards.
Any vehicle used to transport passengers who use a wheelchair shall adhere to Wheelchair Tiedown and Occupant Restraint Systems (WTORS) standards for the appropriate use of securing and restraining wheelchairs and occupants in motor vehicles.
You must ensure that passengers in wheelchairs are conveyed in accordance with the Department for Transport ‘Code of Practice’ VSE 87/1.
Where the vehicle is transporting passengers, in an appropriately secured wheelchair, the vehicle should carry belt cutters to free the passenger in case of an emergency.
It should be noted that not all vehicles require wheelchairs to be restrained, as low floor service buses have spaces available for wheelchairs and are transported rearward facing with an appropriate back support and secured with the brakes applied.
Seat Belts
Not all transport is required to be fitted with seatbelts.
Where seatbelts are fitted the following applies:
- Passengers on all vehicles up to 16 seats must wear a three-point inertia seatbelt.
- Seatbelts must be provided on vehicles over 16 seats for primary aged children.
- Seatbelts, where fitted on vehicles above 16 seats, should always be worn. You must request passengers wear their seatbelt and advise LCC if a passenger refuses to do so.
Harnesses
If you or a parent/care believes a harness is required, please raise this with LCC via your employer or the incident report form.
Using a child car seat or booster seat
The Operator/Supplier is expected to supply high back booster seats. Children must normally use a child car seat until they’re 12 years old or 135 centimetres tall, whichever comes first.
You can choose a child car seat based on a child’s height or weight.
Height-based seats
Height-based seats are known as ‘i-Size’ seats. They must be rear-facing until the child is over 15 months old. Children can use a forward-facing child car seat when they’re over 15 months old.
You must check the seat to make sure it’s suitable for the height of your child.
Only EU-approved height-based child car seats can be used in the UK. These have a label showing a capital ‘E’ in a circle and ‘R129’.
Weight-based seats
The seat a child can use (and the way they must be restrained in it) depends on their weight.
Only EU-approved weight-based child car seats can be used in the UK. These have a label showing a capital ‘E’ in a circle and ‘ECE R44’.
You may be able to choose from more than one type of seat in the group for a child’s weight. For all car seat queries, please contact: tsg_fleet&compliance@lincolnshire.gov.uk.
Journey planning
The vehicle should approach each PUDO point carefully, particularly if groups of passengers are standing together. Passengers may only be allowed to board or alight when the doors of the vehicle are opened adjacent to the kerb.
The vehicle must run to the scheduled times and if the vehicle is running early it must wait until the scheduled time before departure. If a vehicle is operating more than 20 minutes later than timetabled, you should ensure that LCC and the establishment served are contacted.
If any parents/guardians/carers frequently keep the vehicle waiting or fail to meet the vehicle, LCC should be notified.
Where a vehicle collects a passenger from a home address, the parents/carers are responsible for accompanying the passenger to/from the vehicle.
Should the vehicle arrive early at an establishment, the passengers should remain within the vehicle under your supervision until establishment staff are able to receive the passengers.
The passenger assistant and/or driver will be expected to help passengers in and out of the vehicle and take all reasonable precautions to ensure their safety including a safe handover to establishment staff or parents/guardians/carers.
Unless in the case of extreme circumstances (e.g., road closure, accident, or severe weather) the route should not be varied without the prior approval of LCC, and a route assessment should be completed, by the supplier, prior to operation.
When carrying passengers, vehicles are prohibited from crossing a dual carriageway via the central reservation. All crossings must be made at a roundabout, underpass, or flyover. The only exception being if LCC has undertaken a Risk Assessment and has given written permission to cross via the central reservation.
Emergencies
Medical Emergency
Should a medical emergency take place on the vehicle, the driver should stop the vehicle as quickly and safely as possible.
If there is a passenger assistant on the vehicle, and they are trained to care for the passenger and in possession of the passenger’s Treatment Plan, any necessary medication can be administered.
Alternatively, the crew should call the emergency services for support and follow the guidance of the call handler until the emergency services arrive.
If there are other passengers on board the vehicle, the driver will be required to talk to and re-assure these individuals who may become distressed.
You should inform the establishment served by the contract and the passengers’ parents/guardians/carers and inform LCC.
Vehicle Accident or Breakdown
Accident
If your vehicle is involved in an accident, regardless of how minor it may seem, it is vital that this information is reported immediately to your employer and LCC as the accident may influence a child’s physical and/or emotional well-being.
If serious injury is evident, passengers should not be moved unless there is a further risk from fire or other risk to life and the emergency services should be called.
Breakdown
If a vehicle breaks down the driver is responsible for the vehicle.
The vehicle should be pulled over to the side of the road where possible and the engine should be switched off and the hazard warning lights switched on.
In both above situations
You should assess the safety of your passengers and determine whether they are at risk remaining in the vehicle. If deemed to be at risk, passengers should leave their belongings in the vehicle and be assembled at a point a safe distance from the vehicle where there is deemed to be less danger.
Passengers should remain at any alternative location until further advice is sought from your employer, emergency services or LCC.
You must determine if the vehicle is safe to continue the journey and where necessary an alternative vehicle will need to be provided by your employer.
You should inform the establishment served by the contract and the passengers’ parents/guardians/carers where appropriate and LCC.
Severe Weather Conditions
In such situations, the safety and welfare of passengers is of paramount importance.
You should ensure that you or your transport operator exchange out of hours contact details with a nominated representative at the establishments to which your contract serves.
You should ensure that the establishment which you provide transport to is open.
If you have started your journey and are met with severe weather conditions along the route, it will be necessary for you to assess the situation and use your judgement to decide whether to continue with the journey. If it is unsafe for you to complete your journey you must ensure that you explain any actions that you take to all passengers, establishments and LCC. Remember to only use your phone when the vehicle is stopped in a safe place with the engine switched off.
If you have transported the passengers safely into their establishment in the morning, it is important that every effort is made to transport them home in the afternoon. However, if the weather deteriorates throughout the day you should listen to the local radio stations for any early closures, or contact the relevant nominated representative, your employer, or LCC.
In these circumstances you may be contacted by the nominated representative or your employer as it may be necessary for passengers to be transported home earlier than the designated pick- up time if it is convenient and safe for you to do so.
If the morning journey is not operated due to poor weather conditions, please check with the establishment if transport is needed in the afternoon as weather conditions may have significantly improved.
FAQs
Q. How do I report an incident?
All incidents can be reported online, though your employer may have a system in place for you to use.
Q. I think that one of the PUDO points on my route is unsuitable. What do I do?
Make your manager aware and they will report to LCC. LCC will arrange for a PUDO assessment to be completed. If this PUDO assessment identifies the stop as unsuitable an alternative option will be sought.
Q. What do I do if a passenger misbehaves on the vehicle?
If you need to talk to a passenger either stop the vehicle in a safe place or, if it is appropriate, wait until they are leaving the vehicle at their designated stop.
Be calm and assertive and ask the passenger to stop whatever they are doing. Explain that you do not expect them to do it again and that dangerous actions place them and others at risk. In extreme cases of misconduct, you should call the Police.
You should inform the establishment served by the contract and the passengers’ parents/guardians/carers where appropriate and inform your employer along with LCC.
Report all incidents and near misses online.
Q. One of my passengers jumped out of the vehicle at traffic lights. How should I handle this?
Immediately contact the Police. Then contact LCC, passengers’ parents/guardians/ carers and the establishment that the passenger attends.
- Do not run after passengers to catch them.
- Ensure child locks are always engaged prior to contract start.
Q. A pupil or student has no pass/no money and wants to board the vehicle. What should I do?
- In the first instance and the pupil is going to be stranded, you must allow them to travel. Pupils and students must not be placed at risk.
- Take their name along with details of the establishment they are attending and report it LCC. LCC will determine if the pupil is eligible. If they are, LCC will send a letter to the pupil asking them to carry their bus pass on every journey and if they have lost it, advise how to obtain a replacement.
- If they are not eligible you will be informed, and you must inform the passenger that they will have to pay a fare for future travel or transport will be refused.
- It may be necessary to allow the pupil or student to travel without a pass, if eligible, to allow them time to obtain a replacement. This should take no longer than 7 calendar days.
Contact list
Transport Services
Incident Reporting - General Enquiries: TSG@lincolnshire.gov.uk
Tel: 01522 552736 between 07:30 – 17:30
Safeguarding Team for Children and Adults
Tel: 01522 782111 – Children
Tel: 01522 782155 – Adults
Out of hours Emergency Duty Team – 01522 782333 (Children and Adults) Local Area Designated Officer – Queries line - 01522 554674