Training for Public Transport Staff and Drivers on Accommodating Passengers with Disabilities
Ministry of TransportSpeakers
Summary
This question concerns Ms Joan Pereira’s inquiry regarding training for public transport staff to accommodate passengers with disabilities and the adequacy of customer service hotlines. Minister S Iswaran stated that operators provide training developed with social service agencies, including inclusivity modules at the Singapore Bus Academy for over 6,450 bus captains. He noted that staff learn to assist commuters with invisible conditions and that the Land Transport Authority ensures control centres can provide real-time guidance to drivers. Furthermore, hotlines are fully manned with planned peak staffing, and contingency measures like call-back options or alternate feedback channels are available for commuters. These measures aim to ensure transport staff are well-equipped to support diverse commuter needs while maintaining accessible and efficient public communication channels.
Transcript
12 Ms Joan Pereira asked the Minister for Transport what measures are in place to (i) ensure that all public transport operators provide adequate training to familiarise their staff and drivers with the rules and regulations to accommodate passengers with different types of disabilities and (ii) ensure that call centres and helplines are adequately staffed.
Mr S Iswaran: All public transport operators (PTOs) have training programmes, developed in consultation with various social service agencies, to equip their staff with the skills to look out for and assist commuters with disabilities, including those with invisible conditions. The "May I Have A Seat Please" identifier is an initiative that also helps staff look out for and assist commuters in need when required. Furthermore, PTOs often share updates on commuter inclusivity to all staff through their communication channels to reiterate its importance.
Since 2016, training on commuter inclusivity has been included as part of the Enhanced Vocational Licence Training Programme conducted by the Singapore Bus Academy. All bus captains (BCs) undergo this training and over 6,450 BCs have graduated from the programme. Training materials are regularly reviewed based on feedback received from public and various social service agencies. In addition, the Land Transport Authority works with PTOs to ensure that the Bus Operation Control Centre staff are trained to advise BCs on how to assist commuters with disabilities if BCs require advice on the job.
PTOs’ customer service hotlines are fully manned during the hotlines’ operating hours, and appropriate levels of manpower are planned for peak periods. PTOs also have in place other contingencies, such as training existing employees to answer hotlines when required, providing alternative channels for feedback and the option to leave a message for a return call.