Select Training Modules and Sample Topics from TCS
Transportation Training Orientation
(Modules vary based on transportation mode(s), training content, types of drivers / audience, etc.) Training topics include drivers’ & chauffeurs’ responsibilities. Career options. Position descriptions. Abilities and attitudes needed for success in different modes. Industry and organizational history, philosophy and mission. Vision of the future. Equal opportunity. Transportation facilities. Driver contracts for independent contractors versus employees. Driver qualifications, license, record and background requirements. Vehicle check-out, check-in procedures and paperwork including vehicle write-ups and replacement procedures. Assisting passengers. Operating specialty equipment. Preventing and handling lost property. Prohibitions on drug use and alcohol including regulatory and organizational policies and prescription drugs. Accident reporting. Account trips and vouchers. Debit and credit cards. Working with dispatchers and dispatch equipment. Use of radio equipment and radio codes. Mobile Data Computer (MDC’s) or terminals (MDT’s) and tablets versus voice dispatch procedures. Vehicle types and vehicular equipment. Stand-by locations. Zones. Record keeping and reporting.
National and Local Ground Transportation and Public Access Regulations *
(Two sub-modules may be split into separate modules). Detailed city, county, state and federal ground transportation regulations and procedures on companies, drivers, vehicles, transportation modes, service provision, etc. Airport and other depot regulations and rules including private property and public and commercial vehicle access. Reasonable and history behind regulatory requirements. Regulatory record keeping and reporting. Calculating fares and making change. Includes general coverage of Americans with Disabilities Act (ADA) regulations, which are then covered in detail in specific transportation mode requirements such as Assisting Passengers with Special Needs.
Special Airport and Transportation Terminal Regulations and Procedures*
Airport and other transportation terminal rules and regulations. Who can load and where. Where and how to load. Holding area procedures. Flow of traffic at airport. Vehicle and driver requirements. Consequences of procedural violations. Methods of dispatching from holding areas. Methods of handling shuttle service destinations such as fixed-route, flexible route and on-the-fly routing to zone destinations.
Map Reading, Navigational Devices and Effective Routing
How to use maps and other navigation devices including the importance of both, features to look for and purposes of differing methods. Using navigational / GPS devices and importance of settings and understanding shortcomings. Understanding different road networks and effective routing through these networks. Using indices and other tools for determine locations addresses including key Internet sites and approaches. Highway system and numbering. Types of roads and road signage. Routing techniques, from start to finish. Avoiding common mistakes. Recovering from mistakes and other problems. Alternate routes. Methods and resources for continuing to learn.
Local Ambassador Training: Knowing and Appreciating the Area*
Knowing and appreciating the area, history, industry and culture. Local facts for fun and profit. Driving tours. The importance of walking tours to ground transportation. Importance of local ambassadors and approaches for helping visitors. Obtaining additional assistance for visitors. Neighborhoods and surrounding communities including history and importance. Downtown. Neighborhoods and surrounding communities including history and importance. Downtown. Interacting with customers on routes and landmarks. Key roadways. Key locations. Knowing and accessing the right drop-off and pick-up locations. Transportation hubs including importance of mixed-mode transportation options and approaches. Sporting and entertainment venues. Understanding municipalities and districts. Entertainment, eating and shopping. Locating hotel / motel locations and procedures. Understanding commercial transportation stands and holding areas. (Note that the locations module can vary for different transportation modes, e.g., taxicab and paratransit, medical transportation, limousine, airport shuttle, etc., or a combined module can be utilized. This training is also ideal for reservationists, dispatchers and other customer service staff.
Driver Professionalism and Customer Service
Elements of quality service in transportation. What customers want. Driver and vehicle appearance and hygiene. Customer service techniques. Effective communication skills. Communicating with persons that do not speak English. Developing repeat business. Handling difficult customers and aggression. Different versus difficult versus dangerous people. Cultural diversity, tolerance and sensitivity. Sexual harassment. Importance of and approaches to health and handling stress. Methods for maintaining a good attitude and managing stress and anger. Driver health: approaches on the job and off. Exceeding customer’s expectations. The module also includes an optional sub-module on U.S. currency and making change.
HIPAA Privacy Training for Transportation
Comprehensive coverage of the privacy requirements of the Health Insurance Portability and Accountability Act (HIPAA) as they relate to transportation operators. Coverage includes definitions of confidential information and legal requirements for drivers and other transportation operators to safeguard confidential information regarding passengers. Additional topics on recommended confidentiality best practices are also included.
Assisting Passengers with Special Needs
This module emphasized the essential passenger assistance and sensitivity skills needed by all drivers. Basic of assisting riders in wheelchairs included, but see additional module needed for drivers of wheelchair accessible vehicles. Describes the variety of disabilities and special passenger needs. The Americans With Disabilities Act is covered, including overview and transportation requirements. Sensitivity to disabled passengers. Communicating with special needs passengers. Assisting hearing and speech impaired. Assistance aids. Service animals and ADA regulations. Assisting the seeing impaired. Assisting the mobility impaired. Assisting / handling wheelchairs. Common Epilepsy and seizures. Introduction to universal precautions and bodily fluids.
Wheelchair Accessible Vehicle Training Including Advanced Wheelchair Securement
This training module is designed specifically for wheelchair accessible vehicle operators and picks up where the module for assisting passengers with special needs leaves off. Training includes both classroom instruction and hands-on practice on the proper procedures for assisting wheelchair riders into and out of vehicles, and the securement of the wheelchair onto the vehicle along with wheelchair passenger lap and shoulder belts. Training includes proper positioning of the body for assisting. A review of the variety of accessible vehicles and securement devices is included, with information on leading original equipment manufacturer (OEM) systems. The training advances on the requirements of common lift / ramp and securement manufacturers’ recommended procedures and training, including important securement approaches for the variability of wheelchairs on the market. For custom programs. TCS also includes additional options for specific vehicles being used by specific organizations; this latter portion requires customization of the module. There are also options for these modules based on mode of transportation being provided; please contact TCS for additional information.
Non-Emergency Stretcher Training
This 2-day (16-hour) course begins with coverage of non-emergency and emergency conditions. Equipment types are examined. Patient assessment procedures are detailed. Sensitivity issues are also included. Proper vehicle control procedures and operation are also included. Course topics include:
Standard of Care
Policies, procedures, rules
Request for Transfer
Arrival at the trip origin
Departure for destination
Uniform and Protective Clothing
Other Equipment (adjustable beds etc.)
Communicable Disease Protection
Driving and Vehicle Operations
Guidelines for Safe Driving
Using the Draw Sheet
Wheelchair Transfer (bed to wheelchair)
Wheelchair Transport (Two-person stair assist)
Loading Cot (stretcher) with Client
Cot (stretcher) Unloading
Moving the Cot (stretcher)
This module focuses on the topic of development disabilities. It is ideal forprograms that focus on clients with developmental disabilities, or as an add-on or refresher TCS course.Topics include:
Defining the term developmental disability
Description of the different types of developmental disabilities
Definition of functional disabilities
Identifying the different types and causes of functional disabilities
The history of and changes in attitudes over time
Common needs that affect working with individuals with disabilities
Abuse, Neglect and Exploitation
This module covers a very important aspect of transportation of vulnerable populations and fits very well with a risk management program. The emphasis is on managing situations before they become major problems. This role if often neglected, yet properly identifying problems early can fulfil contract and legal obligations provided needed support to community members and reduce risk to the transportation organization. Topics include:
Define abuse, neglect and exploitation
Describe how to recognize signs of abuse, neglect and exploitation as well as to protect people with developmental disabilities from abuse or neglect
List the behaviors and characteristics of the abused and of an abuser
Understand the obligation to report suspected abuse and how to report it
The topic of the impact of medications on behavior is often overlooked in driver training programs.Topics of this module include:
What are psychotropic medications and what are they used for.
Signs and symptoms that may indicate an adverse reaction or side effect.
Protective measures and procedures drivers should employ for customers and self.
Positive behavior support – assisting customers
Sexual Harassment in the Transportation Workplace
Sexual harassment is a form of sex discrimination that violates Title VII of the Civil Rights Act. Sexual harassment consists of unwanted sexual advances or sexual conduct in the workplace that has an effect of unreasonably interfering with a person’s work performance. This type of behavior can create an intimidating or hostile work environment. This course includes additional emphases beyond the typical “workplace”: the importance of driver interactions with passengers, and the importance of driver observations of client behavior on the vehicle.
Recognize behavior that constitutes sexual harassment and behavior that doesn’t.
Discuss the high cost impact of sexual harassment.
Identify resources that are available.
Demonstrate techniques that can be used to prevent sexual harassment.
Driver Security and Crime / Terrorism Prevention
(This is a comprehensive module covering techniques for avoiding and responding to crimes and related material. This module is one of the most favored by experienced and new drivers alike. TCS has taught this module to more than 2,000 drivers and has received outstanding reviews from experienced driver, dispatchers, transportation managers, trainers, company owners and police. Statistics and anecdotes reflect this module has without question saved many drivers lives, both in prevention and response. We highly recommend that dispatchers and managers take this course, and a special version of this module is available for these groups.) Sample topics include: Overview of driver security and crime prevention approaches. Types of attacks and their statistics. Importance and approaches for planning ahead. Prevention strategies. Handling money. Avoiding vehicle “jackings.” Precautions with passengers Evaluation of pickup locations and potential passengers. Recognizing and handling problem passengers and situations. Step-by-step methods for prevention and reaction. Recognizing and handling problem destinations. Gang awareness. Drug awareness. Terrorist tactics. Driver / dispatcher suspicion and emergency codes and procedures and the importance of properly using both. Responding to emergencies. Assisting with public safety. Working with dispatchers and the police. Optional material on specific safety equipment including shields, digital cameras and Global Positioning Systems ("GPS"). Using equipment to prevent crime, not just react.
Dispatching Techniques for Preventing and Responding to Crimes against Drivers
Topics are similar to the driver course, but this module provides dispatchers with techniques for preventing and responding to crimes against drivers. Emphases include recognizing and reacting to dangerous reservations and assisting drivers via radio and computer dispatch procedures for prevention and response to crime.
In-Vehicle Conflict and Crisis Management
This module is a one hour expansion on or refresher to TCS’s driver professionalism module’s coverage of managing conflict and crises in the vehicle. Managing these situations quickly and effectively is essential to the safe transportation of passengers to their destinations. Emphasis on rapidly de-escalating situations and problem solving.
Vehicle Evacuation and Responding to Vehicular Emergencies
This module covers responding to vehicle breakdowns, accidents and especially emergencies such as a fire or threat of fire that require evacuation of the vehicle passengers, with an emphasis on evacuating special needs passengers including riders that are occupying wheelchairs in the vehicle as well as other passengers with mobility impairments. In addition to evacuation, this module includes a review of avoiding and responding to vehicles and breakdowns as well as hostile situations that result in the need to evacuate a vehicle. A strong emphasis is placed on knowing when not to evacuate a vehicle and the two levels of evacuation situations. Also included is identification of threats such as suspicious behavior, assaults, potential disaster situations, carjacking, etc., and therefore has some overlap and reinforcement of our security and crime prevention module.
Vehicle Inspection, Condition and Emergency Equipment
Detailed pre-shift / post-shift vehicle inspection: procedures and checklists. Equipment and supplies to carry. Emergency / weather equipment. Vehicle escape and evacuation tools. What not to carry. City and state vehicle safety requirements. Driver responsibility with problems and maintenance. Customer perceptions of unsafe vehicles.
First Aid and CPR
This course teaches how to respond to common first aid emergencies, including burns; cuts; head, neck and back injuries and more. Pediatric option available.
The CPR/AED sub-modules covers how to respond to cardiac and breathing emergencies in adults, including the use of automated external defibrillators (AED). Adult and infant/child CPR options available.
Bio Hazard and Clean Up Training
This training is modeled on OSHA requirements for persons work in occupations where they are at risk of exposure to blood or other potentially infectious materials, with an emphasis on transportation drivers and service employees. Emphases include personal protective equipment and spill kits.
Drug and Alcohol Free Workplace Training
No individual should perform a sensitive safety function if he or she has not received training on the consequences of drug and alcohol use and the company’s drug and alcohol free workplace policy. This training will include the consequences of drug abuse and alcohol misuse and its effects on the covered person’s personal life, health, safety and work environment. Managers that make reasonable cause testing decisions will have received a two-hour training program: one hour on drugs and one hour on alcohol. Management training will include training on the physical, behavioral, speech, and performance indicators of probable drug abuse and alcohol misuse. Sample DOT / FTA complaint drug and alcohol policy available with this training.
Safe and Defensive Driving for Professional Drivers 1
This module emphasizes safe and defensive driving targeted to professional drivers. Sample topics include: Driving and existing customers. Driving and potential customers. Defensive driving definitions and practice. Going beyond defensive driving. Skills of non-professionals versus professional drivers. Recognizing potential hazards. Making up for other’s mistakes. Following distance. Distractions and distracted driving causes and dangers. Cell phones, drowsiness and other leading distractions. Proper following distance. Intersections/crossing traffic. Develop good driving habits. Road rage, how to avoid it in you and others. Avoid anger and angry driving. Residential neighborhoods and their specific dangers.
The Accident Equation
This unique modules covers accident investigation while it also covers prevention. Topics include:
What are the causes of an accident (Root cause analysis)
Look at preventable and non-preventable accidents
What part can you play in preventing accidents
This general workplace safety module includes information useful to all persons in the organization.Topics include:
Ergonomics (proper posture while performing tasks)
How to safely push and lift equipment and supplies
Safe transporting passengers
OSHA in the workplaceReporting workplace injuries
A fundamental rule of risk management and customer service is that noincident go unreported, and that no incident reportdoes notget acted upon. Topics of this modules include:
Difference between and accident and an incident
Review of potential issues that could surface relative to seniors and persons with cognitive, physical or intellectual disabilities in paratransit
Recognizing and responding to behavioral or medically related incident
Risk Management: The Big Picture
This module covers risk management with the target audience of all persons in or contracting with the organizationTopics include:
What is risk management and how does it affect the company
What factors contribute to risk (workplace safety, accidents/incidents, customer service, management)
What role does each person’s plays in risk management
Note on all Modules
* An asterisk indicates modules that require local content. For this content, TCS can provide templates for in-house development with consulting assistance and/or complete module design.
We have many more training program and testing modules and we custom design training for our client’s needs, so please ask about any topics in which you have an interest!
Please call TCS at 888.827.8271 or e-mail firstname.lastname@example.org for information on these and other training programs such as dispatcher, staff and train-the-trainer programs.