Railway staff on the right track with disability awareness training
Published by HearFirst for HearFirst in Communities and also in Education, Health
Mickey Fellows, HearFirst tutor (right) pictured with Chiltern Railway staff from left to right Jon Price, Patricia Hafford, Rebecca Parker and Julie Lewarne
Staff from Chiltern Railways are attending a series of disability equality awareness training courses to enhance services to their disabled customers.
The training, which is delivered to all new staff joining Chiltern, outlines different areas of disability such as physical disabilities, mental health, learning disabilities, ranges of deafness/communication methods and blindness/partial sight.
The course, which is delivered by award winning workplace training and consultancy company HearFirst, is facilitated by tutors who themselves have a disability. This adds relevance and depth to the training.
Chiltern Railways is a franchise company owned by Arriva UK and the training is organised as part of its ongoing commitment to deliver an excellent service to customers. In a recent customer satisfaction questionnaire, the company’s service was voted best overall compared to other companies.
The company scored 92% in the latest National Rail Passenger Survey, which was conducted by Passenger Focus. The survey explored 30 aspects of service and scored top marks in the categories of stations, trains, car parking and helpfulness of station staff.
Julie Ryder, Director and Founder of HearFirst, said: “Railway franchises such as Chiltern Railways have obligations to provide assistance to passengers with disabilities. It is reassuring to see Chiltern Railways investing in this training to make aware and help staff understand how to assist a range of passengers from those who are physically disabled to those who cannot see or hear.
“The staff are very keen to learn and are committed to providing a greater customer experience for their disabled passengers. The disability equality and awareness training enhances their existing skills and gives them increased knowledge and confidence to meet the needs of passengers with disabilities.”
Staff from Chiltern Railways said: “HearFirst are really client focused and has enabled us to further enhance the experience of travelling with Chiltern Railways for disabled customers. The course is highly professional and the trainer’s (Mickey) personal experience is invaluable in giving us insight into living with a disability and makes the learning experience very enjoyable and informative.”
HearFirst provides a full range of equality & diversity training courses to organisations across the UK. For more information on Deaf, disability awareness and BSL training, please contact Julie at HearFirst on 01706 872 816 or visit www.hearfirst.org.uk
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