Finding new ways to serve disabled passengers with CCS Disability Action

• Kinetic is working in partnership with CCS Disability Action, the largest pan-disability support and advocacy organisation in Aotearoa-New Zealand
• Custom training programme led by instructors with disabilities, teaches bus drivers how to better serve the community
• Kinetic has put 200 drivers through the programme in Tauranga and will roll out to Hamilton next

New training that seeks to upskill drivers on how to better support the disabled community has been such a success in Tauranga, that Kinetic is now looking to roll it out nationwide.

Kinetic is working in partnership with CCS Disability Action, the largest pan-disability support and advocacy organisation in Aotearoa-New Zealand, who has been supporting people with all types of impairments and disabilities for 90 years. 

One in five New Zealanders has some kind of impairment, so ensuring their needs are met is a key part of our customer service and aligns to Kinetic’s company mission “to improve the livelihoods of the communities in which we live and operate.”

CCS Disability Action’s programme is delivered by a team of instructors throughout the country, most of whom have lived experience of disability themselves. For the in-person Tauranga workshop Max Hales and Laura Eitjes, who are themselves disabled, guided  drivers through common scenarios when engaging passengers with additional support needs. 

This included upskilling them on the correct etiquette around supporting customers using wheelchairs, or service dogs, as well as how best to meet the needs of customers with specific impairments such as blindness or low vision, deaf or hard of hearing, and hidden disabilities such as autism, which are not ‘visible’.

Kinetic’s Tauranga team put all 200 of its drivers through the programme partially funded by customer Bay of Plenty Regional Council – it is now being expanded to Hamilton and other regions to supplement Kinetic’s existing disability support and customer service training. 

The CCS Disability Action programme was created to suit Kinetic’s specific training needs and incorporated an initial e-learning component, followed by in-person training role-playing common scenarios, and an in-depth Q&A session where drivers can ask questions of the hosts. Feedback has been overwhelmingly positive from drivers.

“I’m proud of our drivers, who were up for learning and thinking differently, especially around engaging disabled people with the correct terminology, which can be challenging for those with English as a second language,” said Calum Haslop, Kinetic Managing Director NZ.

“Disability can impact people of all ages, ethnicities and genders. Being mindful of all humans’ differing needs means we all benefit from the accommodations made -  improving all of Kinetic’s customer interactions.” 

E-learning covers ways to removing barriers that restrict life choices for disabled people. When these barriers are removed, disabled people can be independent and equal in society, with choice and control over their own lives. 

The in-person & Q&A component ran through scenarios where people make common ‘mistakes’, such as addressing a disabled person’s support person and ignoring the passenger themselves, grabbing a wheelchair before checking with the passenger. 

It also offers simple tips and tricks, such as saying the name and number of the bus route as a disabled passenger comes on, especially those that are blind or deaf.

Open discussion allowed drivers to put their questions to Max and Laura and talk about their own questions and experiences, both negative and positive, honestly.

“It can be really challenging for disabled people and their families to navigate their day-to-day lives. You can’t underestimate what a huge difference it can make to a person to feel genuinely welcomed, to be treated in a respectful way and feel confident that they can safely get where they need to go. We are thrilled to partner with Kinetic on this training as it really demonstrates your level of commitment to delivering to the needs of your many customers who experience some form of disability,” says Moira Geerkens, National Learning and Development Manager, CCS Disability Action. 

Further enquiries

Allan Swann 
Media & Communications Manager - New Zealand
(+64) 27 211 4874
allan.swann@wearekinetic.co.nz