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Some passengers may have poor balance and slowed reflexes. You might think the passenger needs support under the arm, when doing that may throw off the passenger’s balance. The best way to be helpful when loading and unloading a client, is to as the question, “How can I assist you?”. This allows the passengers to know you are they to assist if needed, and they can alert you to how best you can do so. Never assume a client needs your help entering or exiting the van. Assisting Clients with Wheelchairs When assisting passengers who have wheelchairs, explain the process of loading the client. This could include how the lift platform works, where the client should hold while riding lift for their safety, how the q-straints work to secure their chair/scooter during transit, and how the seat belts work. This will help the passenger understand the actions you are going to take, and how they will be loaded and unloaded into the vehicle. Always assist clients according to standard operating procedure. If there is difficulty loading passengers with the equipment you have available, please notify your agency director and county dispatchers so that the passengers’ profile can be updated to better accommodate their needs. In using the wheelchair lift, set the wheelchair brake when it is on the lift. If the passenger is a first-time user of a lift, it may be advisable to ride the lift with the passenger for their confidence. Once in the van, the wheelchair should be secured by using the q-straint devices and the wheelchair should have its brakes re-engaged so it does not shift during transport. NEVER RELY ON WHEELCHAIR BRAKES ALONE. Always fasten seat belts. Always make sure the passenger and their chair/scooter are secure and comfortable. Always be extremely careful and never rush; safety while transporting clients is a priority, and ensuring the passenger is properly secured can prevent serious injury if there is an accident. Vehicle Environment Interiors of the vehicle should be welcoming to clients. This includes the level of the radio, the type of music playing on the radio, the temperature of the vehicle, and cleanliness of the vehicle. The vehicle may need to be warmer or colder than you prefer; drafts should be avoided by using indirect ventilation. The way the vehicle is presented can affect the passengers of the service they are receiving; a client can have the best service, but one factor can affect an otherwise positive experience. Passenger Behavior Avoid undue hurry. Some passengers may be slow in their movements and thoughts; they must not be hurried as it can lead to accidents or worse, injury. Never show impatience 21 | 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