Driver/Attendant Training Course - MTM Inc

Driver/Attendant Training Course - MTM Inc

Driver/Attendant Training Course Agenda

Welcome Americans with Disabilities Act (ADA) & civil rights Nevada Regulations Overview Transporting the Blind or Visually Impaired Customer Service Standards Passenger Assistance Techniques Cultural and Disability Sensitivity Training Code of conduct

Drug & alcohol policy Emergency situations Recordkeeping Quiz Welcome to MTM Driver Training Training for transportation providers & drivers Ensures credentialing compliance

Helps drivers provide safe & courteous service Drivers & attendants must complete training prior to taking MTM-assigned trips Annual training & re-certification thereafter ADA & CIVIL RIGHTS ADA & Civil Rights

Civil Rights Protection for Over 50 Million Americans ADA: a civil rights law enacted by Congress in 1990 Prior to ADA, inaccessible public transit created barriers to active, productive lives for 43 million Americans with disabilities Individuals with disabilities were excluded from the workplace, schools & participating as contributing community members ADA gave individuals with disabilities the same

opportunities as others ADA & Transportation ADA definition of person with a disability: Individuals with physical/mental impairments that substantially limit one or more major life activities Individuals with a record of such impairment Individuals regarded as having an impairment

Addresses transportation provided by public entities & private entity systems ADA Training Requirements Vehicle operators must be trained to: Function vehicles & equipment safely Provide required level of service Treat passengers with disabilities in a respectful &

courteous way ADA Service Requirements Announce stops on request Permit service animals to accompany passengers Dogs only per ADA Regulations Permit passengers to travel with life support (respirators, portable

oxygen, etc.) Make appropriate use of accessibility-related equipment Provide adequate time to board & disembark Other ADA Requirements Drivers may not:

Discriminate in connection with the provision of transportation Deny service if the passenger is capable of using it Require use of designated priority seats

Impose special charges based on disability, gender, religion, national origin, race, or age Require an attendant Refuse service solely because the passengers disability results in behavior that may offend, annoy, or inconvenience Other ADA Requirements It is not discrimination to refuse service if the passenger engages in violent, seriously disruptive or

illegal conduct NEVADA REGULATIONS OVERVIEW Nevada State Regulations Transportation Provider agrees that all vehicles that transport members will comply with current Federal Transit Administration (FTA), State Department of Transportation (DOT) regulations for vehicle specifications, lifts, ramps and securement devices. And

in accordance to the Nevada Transit Authority (NTA) and Nevada Chapter 1900 of the Medicaid Services Manual for DHCFP. ADA vehicle regulations, as defined by the DOT and regulated by the FTA, Nevada Chapter 1900, NTA can be found at: http://www.fta.dot.gov/civilrights/12325_3884.html http://dhcfp.nv.gov/Resources/AdminSupport/Manuals/MSM/C1900/Chapter1900 / http://www.leg.state.nv.us/nrs/nrs-706.html

Nevada Exemption Document NTA Exemption to be in every vehicle Exception will be if you are Non-Profit or State/Gov. Entity Vehicle Inspection Form will have this item listed and verified if in each vehicle when applicable. If the exemption letter is not in the vehicle, it will not pass inspection until it is identified in the vehicle.

TRANSPORTING THE BLIND OR VISUALLY IMPAIRED Assisting Someone with Visual Impairment Using the Human Guide Technique: The Human Guide is popularly accepted as the safest, most efficient way for a person with a visual impairment to walk with a sighted person

Establishing Contact Let the visually impaired person know who you are, and ask if assistance is needed Never grab the arm of a person who has a vision impairment Guide and Extend Arm to Guide

While extending your arm to touch the visually impaired persons hand, suggest that the individual take your arm Guide either your right or left arm, which can either hang straight at your side or bend at the elbow The person with a vision impairment will grip your arm just above the elbow with the thumb on the one side and fingers on the other side pointing straight ahead

Guide and Extend Arm Continued If you use a crutch, support cane or quad cane, offer your arm on the side opposite your mobility aid If you use a wheelchair have the person hold on to your chairs push handles Body Position As the guide, you should be about half a step ahead of the

visually impaired person If you use a wheelchair, the person with the vision impairment should walk centered directly behind the wheelchair If your wheelchair is motorized, be sure to maneuver at the lowest speed Body Position Continued By using these techniques, you will be able to

maintain a conversation, and you will also be the first person to encounter any obstacles The person who is blind or visually impaired will react to the movement of your arm or wheelchair and any verbal cues you give Stairs When coming to stairs, inform the person who is visually impaired, noting

whether the stairs go up or down and if there is a railing Have the visually impaired person switch to your side that is closest to the railing Describe the stairs as steep, shallow, narrow, broad or curved The guide makes the first step with the person being guided following behind one step Inform them when you have reached the top of stairs

Doors When approaching a door, let the visually impaired person know whether it swings away from you or toward you Indicate if the visually impaired person should catch the door on the left or the right As you approach the door, the side with the hinges is the side on which to catch it Ask the visually impaired person to switch to your side that is closet to the

hinge-side of the door Seating Bring the visually impaired person into contact with the chair/seat while you describe the part of the chair being touched (back, front, arm) Describe it as a sofa, stool, swivel chair or rocker Allow the visually impaired person to seat him or

herself Turning Around To reverse your direction, simply turn around, maintaining the same grip and body position The person you are guiding should follow the movement of your arm

Guide Etiquette As a guide, always tell the person being guided if you are going to leave, even briefly Avoid leaving a visually impaired person alone in space as this can be disorienting Put the individual in touch with someone or something such as a piece of furniture or the wall Communication is key

CUSTOMER SERVICE STANDARDS Customer Service Standards At all times, drivers must: Provide high quality service for all members regardless of age, ability, or

disability Operate vehicles & equipment safely Assist & treat members in a respectful & courteous way Customer Service Standards: Communication Use appropriate & professional

language Accurate & specific Emphasis on the member first Customer Service Standards: Identification Wear or have visible an easily readable official company identification

Properly identify & announce presence at the entrance of the building at the pick-up location Customer Service Standards: Assistance Exit the vehicle to open & close doors when passengers enter & exit the vehicle

Provide assistance as necessary to & from the main door of the pick up and drop off destinations Customer Service Standards: Assistance When providing assistance, Ask permission first, do not touch members

except as appropriate & necessary. Necessary scenarios include: Assistance into & out of the vehicle Helping member into a seat Securing seatbelts Rendering first aid & assistance Customer Service Standards: Comfort

Maintain a comfortable interior cabin temperature while vehicle is occupied by a member or attendant Customer Service Standards: Safety Never use a cell phone

while driving, unless it is operated as a handsfree device Never text while driving Do not wear any type of headphones while on duty PASSENGER ASSISTANCE TECHNIQUES

Trip Procedures: Boarding Provide adequate support & visual/oral directions Applies to the movement of wheelchairs & mobility-limited members as they enter & exit the vehicle using a wheelchair lift Drivers are to secure the child safety seats to the vehicle. The parent is responsible for securing the child within the child safety seat. Prior to allowing vehicle to proceed, confirm that wheelchairs, cots &

stretchers are properly secured & that all members are properly seatbelted or secured/ restrained in their mobility device Trip Procedures: Disembarking Assist members in exiting the vehicle & moving to the building access of the destination

Trip Procedures: Lift/Ramp Points to Remember Providers cannot deny service on basis of difficulty in securing a wheelchair Permit standees to use lift Trip Procedures: Lift/Ramp Points to member

Mobility devices must fit on the lift or ramp & within the envelope of securement Only the vehicle operator should control the lift TripProcedures:Lift/RampPointstoRemember Four-point floor securement system MUST be used to secure

wheelchairs & other mobility devices Each securement location must have a three-point passenger restraint system Trip Procedures: Lift/Ramp Maintenance Regular & frequent lift maintenance programs must

be developed & instituted Report non-operating lifts as soon as possible Every effort must be made to repair lifts before the next day of service Trip Procedures: Transfers Transfer from wheelchair to vehicle seat can be

recommended but not required Assistance in transferring to a seat is required even if driver must leave his/her seat to do so Trip Procedures: Storage Store mobility aids & folding wheelchairs for members Secure in back of vehicle or trunk to avoid movement

during transport Drivers & attendants are not responsible for members personal items CULTURAL AND DISABILITY SENSITIVITY TRAINING Sensitivity: Seizures

Seizure: sudden uncontrolled muscle contraction resulting from abnormal brain activity If a member has a seizure:

Call for help Assist the member in sitting or lying down Remove objects that could cause injury Place a soft towel or pillow under the members head Remain with the member until help arrives Sensitivity: Dialysis members

Sometimes people develop disorders and diseases that damage their kidneys . If the kidney disease progresses, it may eventually lead to kidney failure, which requires either regular dialysis or a kidney transplant to maintain a persons life Dialysis is a treatment that replaces some of the functions of healthy kidneys

Sensitivity: Dialysis members When assisting passengers going to or coming from a kidney dialysis session, keep in mind the following: 1. 2. 3. The member is likely to be tired and slow moving

The member might want to use a wheelchair or assistive device to board the vehicle Nausea and stomach distress are common side effects 4. Be careful holding or grabbing a persons by the arm in case they have a fistula or graft. 5. When asking permission to assist, ask the member where to hold them/assist. Sensitivity: members with Cancer

Cancer affects our cells, the bodys basic unit of life. Normally the cells grow, divide, and produce more cells as they are needed. Sometime the process goes astray-cells keep dividing when new cells are not needed The mass of extra cells form a growth or tumor. Tumors can be benign(tumors are not cancer) or malignant(tumors are cancer)

Sensitivity: members with Cancer When transporting someone with Cancer: 1. 2. 3. 3. Cancer treatments can cause the inability to restrain bodily functions, including vomiting or incontinence.

Prepare for the side effects of treatment by carrying a receptacle, towel(s), and adequate cleaning supplies. Avoid grabbing a passenger who has had surgery and may be experiencing pain or tenderness. Cancer treatments can cause exhaustion. Allow for extra time for a fatigued passenger to board and exit the vehicle. Extreme tiredness can cause behavior changes. 4. Cancer treatments can leave passengers susceptible to infections and other illnesses. 5. Make sure the member is seated away from others with colds or other contagious illnesses and in a well ventilated part of the vehicle.

Sensitivity: Children and Day Programs When transporting children unaccompanied by an adult to a day treatment program please take extra care and consideration for the young client you are serving. This will be the only time a child will be transported without an adult Should a delay occur, incident happen, or other out of the normal occurrence, please report it to your management so they can quickly to report it to MTM With all clients reporting problems is required, but clear and timely communications for this young group of members is very important

Sensitivity: Children and Day Programs Please ensure that the child is buckled in a car seat provided with them at the time of transport (if they are of the size where a car seat is required) Be aware of the time you are dropping the member off at their destination. A drop-off too early can result in unsupervised time that puts the child at risk

A late drop-off puts the stability of their care at risk as they are missing their program. Notify MTM immediately if this occurs . DRIVER & ATTENDANT CODE OF CONDUCT Conduct: Drugs & Alcohol No driver or attendant shall use or be under the influence of alcohol, narcotics & illegal drugs or

drugs that impair ability to perform while on duty Conduct: Safety Prior to vehicles departure, confirm that the member is safely inside the

destination Conduct: Food & Beverages Never eat or consume beverages while in the vehicle, involved with member assistance, or in the presence of members

Conduct: Smoking Never smoke while in the vehicle, involved with member assistance, or in the presence of members Smoking is prohibited in vehicles while performing Medicaid transportation service

No Smoking signs shall be visible to all passengers DRUG & ALCOHOL POLICY Drug & Alcohol Policy Drivers & attendants must submit signed acknowledgement of receipt & understanding of their

employers Substance Free Workplace Policy Drug screening results may be included If driver/attendant is found to be in violation of the Substance Free Workplace Policy Suspension and termination from providing MTM services EMERGENCY SITUATIONS

Responding to an Emergency Provide leadership to passengers Passengers will look to you for help & direction Remain calm

Protect yourself, passengers & the vehicle Prevent injury & death to anyone involved in the situation Responding to an Emergency Determine what happened & what actions/inactions will protect the safety of people & property

Reduce vehicle & other property damage Avoid unnecessary liability claims Responding to an Emergency Report incidents & accidents immediately or as soon as is it is safe to do so Notify dispatch & your supervisor of all emergency situations

Contact emergency services as necessary Dial 911 for immediate assistance Reporting Emergency Situations to MTM File a police report if necessary Document the situation Report by using MTMs Incident/Accident Form (Attachment A)

Attachment A: Incident/Accident Form ACCURATE RECORDKEEPING Recordkeeping: Trip Detail MTM authorizes a trip when a members service eligibility is verified

Each trip is assigned a unique number that is communicated on the Trip Sheet (see Attachment B) Round trip assignments will use the same number A at the end of the number signifies the to leg (i.e.: NEVA60887785A) B signifies the from leg (i.e.: NEVA60887785B) Attachment B: Sample Trip Sheet

Recordkeeping: Trip Logs & Signatures MTMmustreceiveclear tripdocumentationtoverifymemberattendance&payclaims Critical DailyTrip Log(seeAttachmentC) items:

Tripnumbers ActualStartTimeandEndTime ActualPick-upandDrop-offLocation NumberofCompanions (seePTM,ETDorStandardTripSheetthatwasfaxed) Driverslicensenumbers LastfivedigitsofVehicleIdentificationNumbers(VINs) ProviderCode ActualPick-Up&Drop-Off(PUDO)times

Odometerreadingaftereachpick-upanddrop-off SignatureofMemberandDriverRequired(authorizationstamp) NoShowtobewrittenintoMembersSignature Attachment C: Daily Trip Log Closing Thank you for your participation

Congratulations on completing the MTM Driver & Attendant Training Course!

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