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B. TRANSPORTING CLIENTS Professional Conduct: As drivers, you are professionals, and you are the representative of both the agency you serve and the Erie County Department for the Aging. The way the public respond to the service is in large measure a result of the treatment that you give them. You may be the first person the passenger encounters of the Going Places Transportation Program. Therefore, the impression that they are left with will be the impression they’ll remember. Every day, new and unique problems arise. It is your responsibility to be as polite and efficient as possible under all circumstances. The attitude you develop toward your job will determine your effectiveness. It is not enough to just be a safe and efficient driver; you must be somewhat of a public relations specialist. This may require you to be both compassionate and firm when encountering clients with different needs and circumstances. As the faces of the program, be as personable as possible. This may require at times to be pleasant, engaging with clients, and in some cases to be a listening ear. As stated before, you may be the first human interaction a client has had in some time, and they may take that time to tell you about themselves, their lives and their current situation. Please be courteous to the clients, however, if there is any cause for concern about the client’s wellbeing, please share it with both your agency director and county dispatchers as the client may need additional services, and could be linked with those services and supports. In any operation that requires coordination, there are bound to be errors. Your job is to work with dispatchers to correct them as quickly, safely and efficiently as possible. It does not matter when or how the issue occurred, whether it was due to dispatch, driver or client, the priority is solving the issue. Remember, the client is always right, even when you know otherwise. Your position requires a professional attitude. If you cultivate a professional attitude and take pride in your work, you will see how your performance will develop into smooth and effective operation. Gain your clients’ confidence before they board the vehicle. Explain features of the van, how they work and why they are important. This includes the use of seatbelts while the vehicle is in motion. The use of seatbelts has proven to save lives in the event of an accident, and safety of our passengers and drivers is our number one priority. Make sure to review contribution information and make sure to give each client the opportunity to donate every time they ride with a donation envelope (more information on contribution procedures can be found in the Contribution Policy Section). 20 | P a g e – E r i e C o u n t y G o i n g P l a c e s P o l i c y a n d P r o c e d u r e