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Agenda Welcome Americans with Disabilities Act (ADA) & civil rights

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Presentation on theme: "Agenda Welcome Americans with Disabilities Act (ADA) & civil rights"— Presentation transcript:

1 West Virginia NEMT Driver/Attendant Training Course WV Bureau for Medical Services

2 Agenda Welcome Americans with Disabilities Act (ADA) & civil rights
Customer service standards Passenger & wheelchair securement Driver and Attendant Sensitivity Code of conduct Emergency situations Recordkeeping

3 Welcome to MTM Driver Training
Training for transportation providers & drivers Ensures credentialing compliance Helps drivers provide safe & courteous service Contractual requirement for all drivers & attendants serving West Virginia Medicaid Members Drivers & attendants must complete training prior to taking MTM-assigned trips Annual training & re-certification thereafter (Expires 1 year after completion date of training)

4 ADA & Civil rights

5 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 participants. ADA gave individuals with disabilities the same opportunities as others

6 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

7 ADA Training Requirements
Transportation Providers must be trained to: Operate vehicles & equipment safely Provide required level of service Treat passengers with disabilities in a respectful & courteous way

8 ADA Service Requirements
Announce stops on request Permit service animals to accompany passengers Permit passengers to travel with assistive devices (respirators, portable oxygen, etc.) Make appropriate use of accessibility-related equipment Provide adequate time to board & exit

9 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, English-proficiency or age Require or unreasonably deny an escort Refuse service solely because the passenger’s disability results in behavior that may offend, annoy, or inconvenience you

10 Other ADA Requirements
It is not discrimination to refuse service if the passenger engages in violent, seriously disruptive or illegal conduct

11 Customer service standards

12 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

13 Customer Service Standards: Communication
Use appropriate & professional language Accurate & specific Emphasis on the Member first

14 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 The required wait time is 5 minutes after the scheduled pick up time

15 Customer Service Standards: Assistance
Exit the vehicle to open & close doors when providing assistance to passengers entering & exiting the vehicle Provide assistance as necessary to & from the main door of the pick up and drop off destinations

16 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

17 Customer Service Standards: Comfort
Maintain a comfortable interior cabin temperature while vehicle is occupied by a Member or escort

18 Customer Service Standards: Safety
Never use a cell phone while driving, unless it is operated as a hands-free device Never text while driving Do not wear any type of headphones while on duty

19 Assisting Passengers with Disabilities

20 Passenger Securement: 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 are properly secured & that all Members are properly seat-belted or secured/ restrained in their mobility device

21 Passenger Securement: Exiting
Assist Members in exiting the vehicle & moving to the building entrance of the destination

22 Passenger Securement: Wheelchair Securement
Providers cannot deny service on basis of difficulty in securing a wheelchair Permit standees to use lift Regardless if they are in a wheelchair or not

23 Passenger Securement: Lift & Ramp Use
Mobility devices must fit on the lift or ramp & within the “envelope” of securement Only the vehicle operator should control the lift

24 Passenger Securement: Wheelchair Securement
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

25 Passenger Securement: Lift 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

26 Wheelchair Securement: 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

27 Passenger Securement: Storage
Store mobility aids & folding wheelchairs for Members Secure in trunk or tied down to avoid movement during transport Drivers & attendants are not responsible for Member’s personal items

28 Driver & attendant Sensitivity

29 Conduct: Safety Confirm that the Member is safely inside their destination before driving away from the Facility or Residence.

30 Conduct: Safety Provide an appropriate level of assistance to a Member when requested or when necessitated by the Member’s mobility status or personal condition, including Curb-to-Curb, Door-to-Door and Hand-to-Hand assistance, as required. Prevent the Member from crossing streets to reach the entrance of their destination.

31 Conduct: Food & Beverages
Never eat or consume beverages while in the vehicle, involved with Member assistance, or in the presence of Members

32 Conduct: Smoking Never smoke while in the vehicle, involved with Member assistance, or in the presence of Members Including when a Member is not present in the vehicle, with a visible interior sign that states: “NO SMOKING” “No Smoking” signs shall be visible to all passengers

33 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

34 Emergency situations

35 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

36 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

37 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

38 Reporting Emergency Situations to MTM
File a police report if necessary Document the situation Report by using MTM’s Incident/Accident Form (Attachment A)

39 Attachment A: Incident/Accident Form

40 Accurate Recordkeeping

41 Recordkeeping: Trip Detail
MTM authorizes a trip when a Member’s 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.: WVBA A) “B” signifies the “from” leg (i.e.: WVBA B)

42 Attachment B: Sample Trip Sheet

43 Recordkeeping: Trip Logs & Signatures
MTM must receive clear trip documentation to verify Member attendance & pay claims Critical Daily Trip Log (see Attachment C) items: Trip numbers Driver’s license numbers Last five digits of Vehicle Identification Numbers (VINs) Pick-Up & Drop-Off (PUDO) times (4 times per a leg) Signatures and Odometer Reading

44 Attachment C: Daily Trip Log

45 Daily Trip Log At a minimum, the log must show notes in the case of cancellations, incomplete requests, and “no-shows”.

46 Closing Thank you for your participation
Congratulations on completing the MTM Driver Training Course!

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