Operators Policies & Procedures Guide - BC Transit

TABLE OF CONTENTSWelcomeWELCOMEWelcome to BC Transit. . . . . . . . . . . . . . . . . 1Section 1 – SafetyOperator Knowledge1.1 Licence . . . . . . . . . . . . . . . . . . . . . . . . 71.2 National Safety Code . . . . . . . . . . . . . . . 71.3 Persons Authorized to OperateTransit Vehicles . . . . . . . . . . . . . . . . . . 81.4 Pre-Trip and Post-Trip Procedures . . . . . . 81.5 Seat Alarm . . . . . . . . . . . . . . . . . . . . 111.6 Emergency Equipment. . . . . . . . . . . . . 111.7 Emergency Escape Exits . . . . . . . . . . . . 121.8 Radio Communications . . . . . . . . . . . . 121.9 Reporting Unsafe Work . . . . . . . . . . . . 141.10 Reporting Previous Damage . . . . . . . . . 141.11 Layover Lights . . . . . . . . . . . . . . . . . . 141.12 Use of Four-Way Flashers . . . . . . . . . . . 151.13 Bus Backing Procedures . . . . . . . . . . . . 151.14 Interior Lighting . . . . . . . . . . . . . . . . . 16Back toTable of ContentOn the Road1.15 Adverse Weather. . . . . . . . . . . . . . . . . 171.16 Railway Crossings . . . . . . . . . . . . . . . . 191.17 Parking at Bus Stops . . . . . . . . . . . . . . 201.18 Customer Boarding and Exiting . . . . . . . 211.19 Holding Buses with Rear Door Interlock . 211.20 Passing Work Crews . . . . . . . . . . . . . . . 221.21 Dangerous/Prohibited Goods . . . . . . . . 221.22 Carrying of Weapons . . . . . . . . . . . . . . 231.23 Injured Animals . . . . . . . . . . . . . . . . . 231.24 Procedure for HandlingWaste & Hypodermic Syringes . . . . . . . 231.25 Abuse of Customers . . . . . . . . . . . . . . 24

WELCOME1.26 Doors Open When Operating . . . . . . . . 241.27 Pushing Transit Vehicles . . . . . . . . . . . . 24Incident Protocol1.28 Incident Reports . . . . . . . . . . . . . . . . . 241.29 Province of BC Motor VehicleIncident Report. . . . . . . . . . . . . . . . . . 251.30 At the Scene of an Incident . . . . . . . . . . 251.31 Cooperation with Police Officers . . . . . . 261.32 Fire or Emergency Crews . . . . . . . . . . . 271.33 Explosive Device Procedure . . . . . . . . . 271.34 Employee Injury Reports . . . . . . . . . . . 27Section 2 – Bus OperationSection 3 – Accessible ServiceOperator Knowledge3.1 Your Responsibility as an Operator . . . . 423.2 Customers Traveling with Attendantsand Assistance Animals . . . . . . . . . . . . 423.3 Elderly Customers and Persons withDisabilities . . . . . . . . . . . . . . . . . . . . . 433.4 Medical Oxygen & Related Equipment . . 443.5 See-More Booklet For VisuallyImpaired Customers . . . . . . . . . . . . . . 443.6 Customers Using Wheelchairs/Scooters 443.7 Oversized Mobility Aids . . . . . . . . . . . . 463.8 Non-Accessible Buses. . . . . . . . . . . . . . 47WELCOMEOperator Knowledge2.1 Personal Contact Information . . . . . . . . 292.2 Uniforms . . . . . . . . . . . . . . . . . . . . . . 292.3 High Visibility Apparel . . . . . . . . . . . . . 302.4 Company Issued Items . . . . . . . . . . . . . 312.5 Bus Manuals . . . . . . . . . . . . . . . . . . . 312.6 Book-Off Procedure . . . . . . . . . . . . . . . 312.7 Notice of Return to Work . . . . . . . . . . . 322.8 Trades and Relinquishments . . . . . . . . 322.9 Customer Service Reports (CSRs) . . . . . . 352.10 Operator Washroom Facilities . . . . . . . . 352.11 Operators as Customers . . . . . . . . . . . . 36On the Road2.12 Reliefs on Road . . . . . . . . . . . . . . . . . 362.13 Lights and Engines Off at Destination . . . 372.14 Bus Check at Destination . . . . . . . . . . . 382.15 Playing of Radios & ElectricSound Equipment . . . . . . . . . . . . . . . . 382.16 Cellular Phones. . . . . . . . . . . . . . . . . . 382.17 Mobile data Terminals . . . . . . . . . . . . . 392.18 Bus Yield Sign . . . . . . . . . . . . . . . . . . . 392.19 Smoking on Board Transit Buses . . . . . . 402.20 Closing Windows and Doors . . . . . . . . . 40Loading and Securement3.9 Boarding Procedures . . . . . . . . . . . . . . 473.10 Exiting Procedures . . . . . . . . . . . . . . . 493.11 Assisting Mobility Aid Users . . . . . . . . . 503.12 Using the Ramp or Lift . . . . . . . . . . . . . 513.13 Mobility Aid & Customer Securement . . . 523.14 Securement Systems in Custom Buses. . . 53Incident Protocol3.15 Report Procedure . . . . . . . . . . . . . . . . 553.16 Emergency Procedures. . . . . . . . . . . . . 553.17 Emergency Evacuation. . . . . . . . . . . . . 553.18 Ramp Failure Procedures . . . . . . . . . . . 563.19 Recovery Location and Destination . . . . 563.20 Mobility Device Over Capacity . . . . . . . . 563.21 Last Trip. . . . . . . . . . . . . . . . . . . . . . . 573.22 Bus Stop Obstruction . . . . . . . . . . . . . . 57Section 4 – Customer ServiceOperator Knowledge4.1 Interacting with Customers . . . . . . . . . . 594.2 Official Time . . . . . . . . . . . . . . . . . . . . 594.3 Schedules and Mobile Data Terminals . . 59

WELCOMEFares4.4 Bus Fares and Fare Policies . . . . . . . . . . 614.5 Transfers/Fare Receipts . . . . . . . . . . . . 624.6 GFI Farebox . . . . . . . . . . . . . . . . . . . . 644.7 GFI Farebox Reporting . . . . . . . . . . . . . 664.8 Fare Categories/Bus Pass Media . . . . . . . 68Welcome toBC TransitWELCOMEOn the Road4.9 Strollers . . . . . . . . . . . . . . . . . . . . . . 724.10 Lost Property . . . . . . . . . . . . . . . . . . . 724.11 Parcels and Other Baggage . . . . . . . . . 734.12 Food and Beverages . . . . . . . . . . . . . . 734.13 Pets On Board . . . . . . . . . . . . . . . . . . 744.14 Literature or Handouts on Buses . . . . . . 744.15 Destination Signs and Window Signs . . . 744.16 Calling Out Stops . . . . . . . . . . . . . . . . 754.17 Bike Racks . . . . . . . . . . . . . . . . . . . . . 764.18 Accommodating Customers atTransfer Points and Destinations . . . . . . 774.19 Delays and Detours . . . . . . . . . . . . . . . 784.20 Bus Stop and Road Maintenance . . . . . . 784.21 Overload Procedures . . . . . . . . . . . . . . 784.22 Request Stops . . . . . . . . . . . . . . . . . . 784.23 Refusal to Carry Customers . . . . . . . . . . 794.24 Leaving Bus Unattendedwith Customers on Board . . . . . . . . . . . 80BC Transit is the provincial Crown agencycharged with planning, funding, andimplementing public transportationsystems throughout British Columbiaoutside Metro Vancouver.BC Transit works in partnership with57 local governments, including theVictoria Regional Transit Commission.The agency’s mandate includes planning,funding, marketing, fleet managementand contracting for the operation oftransit systems.Section 5 – Basic Rules5.1 Licence . . . . . . . . . . . . . . . . . . . . . . . . 825.2 Intoxicants . . . . . . . . . . . . . . . . . . . . . 825.3 Honesty . . . . . . . . . . . . . . . . . . . . . . . 825.4 Following Directions . . . . . . . . . . . . . . . 825.5 Respect for Company Property . . . . . . . . 835.6 Reporting for Work . . . . . . . . . . . . . . . . 835.7 Neglect . . . . . . . . . . . . . . . . . . . . . . . 835.8 Weapons . . . . . . . . . . . . . . . . . . . . . . 835.9 Disorderly Conduct . . . . . . . . . . . . . . . 831

WELCOMEUnique in the transit industry, BC Transit’scollaborative, shared-services partnership modeloffers excellent value by:··Pooling expertise and best practices··Lowering costs through bulk purchase of itemslike fuel and vehicles··Providing a framework to oversee and investin transit on a provincial scale··Supporting operational efficiency throughprivate sector contracts for the delivery ofmany of our servicesOn average, BC Transit’s systems carry morecustomers per hour of service and are used bya higher proportion of residents than their peersystems in other Canadian communities. At thesame time, costs for service are consistently lowerthan similar Canadian systems (Canadian UrbanTransit Association).In 2009/2010, BC Transit carried over 49 millioncustomers in 81 transit systems across the province.BC Transit’s systems are as diverse as our provinceand include a range of service types:··Conventional or Fixed-Route transit servesthe general population in urban settings andoffers scheduled bus service that operates onfixed routes. Most vehicles are accessibleand range in size from minibuses to doubledeckbuses in order to best match ridershipand community needs. Rail-based service iscurrently under evaluation in several ofour communities··Custom transit employs vans, minibusesand taxis for dial-a-ride, and door-to-doorhandyDART service for customers withdisabilities who cannot use conventionaltransit. Contracted taxi supplement andtaxi saver (discounted coupon) programscomplement these services··Paratransit serves small town, rural andAboriginal communities as well as somesuburban areas using minibuses, taxis andvans for flexible routing and schedulesSafety and customer service are vital keys toBC Transit’s success, and your position as aTransit Operator is of the utmost importance.To most of our riders, you are the face ofBC Transit. Every customer leaving your busmakes a decision whether or not to use ourservices again. That decision depends on thequality of service you provide.BC Transit customers want a smooth, safe tripwith Operators who are helpful and knowledgeableand who they can trust to make their trip pleasantand trouble free. It is well within your control asan Operator to meet these needs.Other aspects of transit service are not underyour control. Customers want to ride on clean,mechanically-sound buses. They expect accessiblebuses if they are scheduled, and buses that willcarry bicycles. You rely daily on a team of supportstaff–mechanics and service people, schedulers,depot personnel, administrative staff–to meetthese expectations and help deliver the highstandard of service we aspire to.The Transit Supervisors are also crucial membersof your team. When you need assistance or adviceon the road, the Transit Supervisors are available toassist you in conducting your duties as an Operator.PolicIES and ProceduresAs a condition of employment with BC Transit,all employees must comply with the guidelines,standards and processes established withinBC Transit’s corporate policies. These attached policiessupersede and replace any previous policies issued.Policies are the rules and mechanisms that governBC Transit. Good policy supports BC Transit in carryingout its service objectives, contributes to effectivemanagement and assists employees in making sounddecisions. Good communication of policy supportsgood administration.Procedures are specific operational steps or methodsthat BC Transit employees use to perform a task.WELCOME2Back toTable of Content3

WELCOMEThese policy documents do not contravene anyprovisions of applicable legislation of the jurisdictionsin which BC Transit operates. Nor do they replacecontractual interpretation of collective agreementsentered into by BC Transit. If there is conflict, alllegislation or contract interpretations must prevail.These policy documents cannot cover all of the policydecisions or procedural matters facing our employees.For consistency and fairness, it is desirable that youadhere to the policies in this document when theymeet the conditions of a given situation.Employees should use common sense and professionaljudgment as to what is reasonable, sound, orequitable in the circumstances. Employees withquestions should seek clarification from a Supervisor.All new policies or revisions to existing policy mustbe prepared in the accepted format and be presentedto the Senior Leadership Team for approval prior toimplementation.The Corporate Secretary or its delegate is responsiblefor the administration of BC Transit’s policies.Transit service and customer expectations change overtime. On occasion, bulletins (Notices to Operators) willbe issued. You are expected to keep up-to-date bychecking these notices before you go into service.From time to time revisions to this guide willbe issued. You will be given your personal copyof these revisions to add to, or replace sectionsin this guide.During a typical day’s work, there may be instanceswhen you might need to call for assistance (e.g. motorvehicle incidents, on-board injuries to customers,security issues, detours, mechanical problems.)Depending on how you have been instructed, youwould call Control, a Supervisor, a Manager, or yourDepot Office. Throughout this Guide, we have usedControl as an all-inclusive term to refer to any of theabove contacts.You should remain fully familiar with the material inthis guide by reviewing it on a regular basis. If youhave any questions, contact Control.WELCOMEUsing This GuideThe Operators Policies and Procedures Guide is areference manual designed to assist you in conductingyour duties as a BC Transit Operator.In some cases there is no one specific instructionfor certain situations you may encounter. This guideis designed to explain the Company’s expectationsand allow you to use your professional discretionin handling these situations.BC Transit assumes full liability for your actions whenyou follow procedures as outlined in this guide or insubsequent operating bulletins, or as directed by asupervisor. However, this assumption of liability cannotbe applied if your actions are a result of negligence orof a criminal nature. As long as you are making sound,professional judgment calls, the question of liabilityshould not be an issue.When you make a decision, remember that your firstpriority is safety – for you, your customer and otherroad users.4Back toTable of Content5

Operator KnowledgeSAFETYSection 1Safety1.1 LicenceBC Transit requires you to hold a valid British Columbiacommercial driver’s licence. You may also be requiredto obtain an air brake endorsement.If your licence is suspended for any reason, notifya Manager or Supervisor immediately, and do notoperate any BC Transit vehicle while your licence issuspended. You must also report any other changesaffecting the validity of your qualifications to operateequipment for which you have been hired.You are responsible for renewing your licence andall medical examinations required to keep yourlicence valid.1.2 National Safety CodeIn 1987, the federal, provincial and territorialministers responsible for transportation andhighway safety approved a National Safety Code(NSC) to promote and improve safety standardsin the motor carrier industry across Canada.The most recent changes to legislation took placeon January 1, 2007.The summary of the changes are:··Maximum time on duty each day is 14 hours··Maximum time driving each day is 13 hours··Off duty time of 10 hours each day must include8 consecutive hours, with the remaining 2 hours inblocks of not less than 30 minutes··A 16 hour total elapsed time (TET) from theend of the most recent rest period of 8 or moreconsecutive hours, to the beginning of the nextperiod of 8 or more consecutive hours of resthas been established. For example, an Operatorbegins a shift at 05:00 after resting for 8 or moreconsecutive hours. That Operator is only permittedto work until 21:00 (16 hours TET). Also, duringthat 16 hours of TET, that Operator must take anadditional 2 hours off in blocks of at least30 minutes each··No driving is permitted if you have accumulated120 hours of on duty time during any 14 day period,or after 70 hours of on duty time, without firsthaving taken at least 24 consecutive hours off duty.SAFETY6Back toTable of Content7

SAFETY··All NSC hours must be counted and reportedincluding those hours outside your regularemployment hours. For more informationon NSC regulations, go to: www.tc.gc.ca/eng/roadsafety/safevehicles-motorcarriers-safetycodeindex-290.htmBC Transit is obligated to follow the NSC. You canpick up a copy of the NSC regulations from yourDepot office. You have a responsibility to be familiarwith these regulations.The NSC requires Operators to notify BC Transitof all traffic tickets, warnings and convictionsreceived while in the employ of BC Transit. Youmust make this notification within 15 days of receiptof the violation. This includes violations in bothpersonal and commercial vehicles. {Sec 37.29(2)}If you drive commercially for any other organizationwhile you are employed as a BC Transit Operator,you must report to all your employers all accumulatedon-duty hours and days of work. This will help ensureyou do not violate the NSC.1.3 Persons Authorized to OperateTransit BusesYou must not allow any person to operate, or bein the driving compartment of, any bus in yourcharge except personnel authorized by BC Transit.Authorized personnel includes Transit Supervisors,Safety and Training Officers, Managers, Operators,maintenance staff, trainees assigned to you for linetraining, or any staff member who has receivedauthorization from BC Transit.1.4 Pre-Trip and Post-Trip InspectionsBefore leaving a Transit Facility and entering intoservice, each Operator must perform a Pre-TripInspection of the bus. Each Operator must alsoperform a Post-Trip Inspection. Fill out the front ofthe Bus Pre-Trip Card and sign it at the start of eachservice day before you leave the yard. The cardnormally stays in the bus until the completion ofservice. Complete the Bus Post-Trip Card at the endof each shift. See the appropriate Provincial TrainingManual for specific instructions on the Pre- andPost- Trip Cards. Procedures on how the cards arecollected and processed are available at your worksite.SAFETY8Back toTable of Content9

1.5 Seat AlarmSAFETYSAFETYAll buses with spring type parking brakes are alsoequipped with seat alarms.The seat alarm is designed to tell you two things:··You have left the driver’s seat without applyingthe parking brake··You have turned off the master switch withoutapplying the parking brakeIf the seat alarm malfunctions – either it fails to soundthe alarm when it should, or it sounds the alarm whenit’s not supposed to – during your Pre-Trip Inspectionor at any time during your shift, request a change-offand block the wheels of the bus until the change-offhas been completed.1.6 Emergency EquipmentYou are required to check all emergency equipmentduring your Pre-Trip. Every BC Transit bus should beequipped with the following emergency equipment:··Three (3) triangle reflectors10Back toTable of Content··A wheel block··A fire extinguisher (the inspection date is validfor one year past the date marked)Depending on your local regulations, you may alsohave first aid kits and other emergency equipmenton board.11

SAFETY1.7 Emergency Escape ExitsAll BC Transit buses are equipped with emergencyroof escape hatches and side window emergencyexits. For instructions on operating emergency exits,contact your Manager for information or see themanual for the bus you are operatingat www.bctransit.com/stt.All escape hatches should be checked for properoperation during your Pre-Trip.1.8 Radio CommunicationsMany of BC Transit’s systems in the province operatewith radio-equipped buses so Operators cancommunicate with Control and in some systems withemergency personnel.The radio is a communication tool. Use it to reportproblems you are having on the road (e.g. pass-ups,schedule delays, as well as traffic blockages suchas motor vehicle incidents, fires, parades etc.); torequest information and/or assistance from a TransitSupervisor; or to request emergency assistance.Control will also use the radio system to communicateinformation relating to the daily operation of thetransit system.Some systems have equipped their buses withan Emergency Toggle Switch. In case of extremeemergency in which you cannot transmit a messageover the radio, use the Emergency Toggle Switch toset off an alarm at Control. Make sure you know wherethe switch is before going into service.12Back toTable of ContentOn buses with digital signs, pull the switch towardyou to set off the alarm at Control. If you push theswitch away from you, the alarm at Control will beset off, and “Call 911” will be displayed onyour destination sign.In any conflict situation with a customer it isimportant that you are a good witness. Stay inyour seat whenever possible and do not putyourself at risk. Follow directions of emergencypersonnel or Control.Code six (6) – Potential EmergencySituationIn a situation where you are having difficulty witha customer and expect the problem may escalate,use the radio to call Control. Say:“Bus #1234, Code 6. I am at (give your location).”Give a brief description of the situation.Release the transmit button and listen for instructionsfrom Control. A transit supervisor will note the timeand start driving in your direction. If the incident isresolved, call Control and state:“Cancel Code 6.”If Control does not receive a cancellation withintwo minutes of your first call they will call your busand if there is no immediate response will call thepolice to assist.Code Nine (9) – Emergency SituationIn case of an emergency, use the radio to callControl. Say“Bus #1234, Code 9, Code 9. I am at (give your location).”Give a brief description of the situation.13SAFETY

SAFETYRelease the transmit button and listen for instructionsfrom Control.For more detail on handling emergency radio callsin your system, contact Safety and Training, a Manager,or a Supervisor.1.9 Reporting Unsafe WorkAny working condition you deem unsafe must bereported immediately. If you are in the yard, reportit to the on-duty Maintenance Supervisor. If youare on the road, report it to Control.Describe the situation and report why it is unsafein your opinion and follow the directions youare given.1.10 Reporting Previous DamageThe Maintenance Department prioritizes andschedules all necessary bus repairs. Occasionally,vehicles previously damaged but operationallysafe are permitted to remain in service until itis practical to schedule the buses for repairs. Toavoid having the damage on these buses reportedday after day, the Maintenance Departmentidentifies all reported damage with one or moredecals that will be removed only when the repairshave been completed.If you notice unmarked damage during a Pre-Trip,follow one of these two procedures:··Report the damage to Control so it can berecorded and marked with a decal; and/or··Note the damage on the back of the Pre-TripCard and have a fellow Operator witness yournote with his or her initials and seniority number1.11 Layover LightsSome New Flyer and double deck buses are equippedwith layover lights. These are the three right rearclearance lights that flash when the parking brake isapplied, indicating to a bus behind that your buswill be stopped in a bus zone longer than normal.Not all buses have this feature; when conductingyour Pre-Trip, check to see if your bus is equippedwith layover lights.1.12 Use of Four-Way FlashersWhile loading customers in a bus zone leave theright signal activated until you are ready to signalyour departure with the left signal.Limit the use of four-way flashers to thefollowing operations:··Backing up (see next section for backingprocedures)··Changing off buses··At relief locations when you are not leavingimmediately··Using the ramp··Blocking travel lanes for customer stops whereonly one travel lane exists··Stopping in bus zones that are known hazardouslocations, such as extremely narrow curb lanesNote: Four-way flashers are effective only when bothrear lights are visible to passing motorists; otherwisethey will see only one flashing light and assume youare pulling out of the bus stop.1.13 Bus Backing ProceduresBecause visibility to the rear is limited in buses,avoid backing whenever possible. However, therewill be times – especially in the yard – when backingup is your only option.Follow these procedures whenever you find itnecessary to back your bus:··Activate your four-way flashers· · Walk around your bus to check conditions beforebackingSAFETY14Back toTable of Content15

SAFETY··Check overhead clearances (especially importantwhen backing a double decker)··Note any vehicles or persons who may enteryour travel path··Ask a responsible person if one is availableto guide you as you back (another Operator inuniform, manager, supervisor, trainer, or properlyidentified garage person). Ensure that whoeveris guiding you is wearing a high visibility vest··Sound your horn twice before backing,and approximately every half bus lengthwhile backing··Look over both shoulders and in your mirrorsbefore and while backing··Keep your speed at a walking pace··Yield the right-of-way to any vehicle that is backingup or has its 4-way flashers and back-up lightsactivated and is about to back up. (This may notapply in all transit yards. If in doubt check withyour Depot office for clarification.)··Back up only as far as necessary··When turning the steering wheel, check theoverhang clearances on both left and rightfront corners··As soon as back up is completed, turn offthe four-way flashers in your bus1.14 Interior LightingTo ensure customer safety, operate your bus withthe interior lights on from one hour before sunsetto one hour after sunrise, and during the day whenit is particularly dark.In conditions when interior lighting causesreflective glare on the windshield, impairing yourvision of the road, you may operate your bus withonly the rear interior lights on. When loading andunloading customers, turn on all interior lights.On the Road1.15 Adverse WeatherWinter Weather HazardsWatch for these hazards during winterdriving conditions:Road conditions··heavy rain··deep or packed snow··ice and black icePoor traction··impaired braking ability··fluids and oils on pavement from other vehicles··pavement markings in rainReduced visibility··rain, snow, fog··poor depth perception in blizzard conditions··fogged windowsBus··ice or snow on step wells and foot pedals··freezing of doors and side windows··fogging of windows··ice in air brake systemEquipment··freezing of wiper blades, pedals, brake linings,parking brake··freezing of ramps and kneelerFollow these safe driving practices in winterdriving conditions:1. Pre-Trip: Ensure you have proper tire tread.Allow cold engine and transmission to warmup before driving. Monitor instrument panelfor warning lights. Watch for snow and ice buildup on steps and floor of bus.2. Speed: As soon as the road conditions worsenit is important to slow down. This will reduceyour stopping distance, and give you more timeto identify and respond to hazards. Avoid skiddingby accelerating gradually and braking gently.If driving a bus without ABS, use on/off braking,ensuring brakes are released before reapplying.On ABS equipped buses, use single steady brakeapplication to let the ABS work correctly.SAFETY16Back toTable of Content17

SAFETY3. Space: It is vital to give your bus even morespace – much more space – in winter conditions.Following distance in normal conditions shouldbe four seconds; double or even triple that on slipperyroads. This gives you more stopping distance, andmore time to make decisions should somethinghappen on the road in front of you. Always knowwhere your escape route is.4. Uphills: When approaching an uphill grade,it’s important to keep the momentum of the busgoing from the bottom to the top of the hill. Ifyou feel the bus losing traction partway up thehill, gradually release the accelerator until you sensethe wheels regaining traction. Resume acceleration,but very gently, as if your foot is a feather on theaccelerator. Do not use the brake, even if you feelthe bus sliding. If you think it is not safe to drive upthe hill, don’t proceed. Call Control and inform themof your decision and follow directions.5. Downhills: When approaching a downhillgrade, slow your bus to a manageable speed beforeproceeding downhill. Gravity and the momentum ofyour bus will tend to increase your speed as you godown the hill, so start out slowly. Use the brake verylightly while descending, to keep your speed slow.Sudden or hard braking will cause the bus to slideand you might lose control. Slow speed and gentlebraking are the keys to getting down a hill safely. Ifyou think it is not safe to go down the hill, don’tproceed. Call Control and inform them of yourdecision and follow directions.6. Bus Stops: When stopping for customers inthe bus zones, keep your bus away from the curband the deep snow or slush near the curb. Thecombination of the lack of traction and the downwardcamber of the road could cause you to losetraction when you start to leave the zone and youmay get stuck. Make the customers walk to the bus.If they complain, explain why you are doing this.Winter driving conditions bring on other problems,many related to schedule adherence.··Use discretion in applying validity time on transfers··If you are going to be late at a relief point, contactControl. If your relief does not appear at the reliefpoint, contact Control for instructions··If the bus you are waiting to relieve is morethan 10 minutes late, contact Control··Remember that Control is very busy during extremedriving conditions. Call only for important situationssuch as impassable traffic conditions or emergencies1.16 Railway CrossingsRailway crossings require extra caution. Buses needmore space and more time to respond to conditions.Be particularly careful to check whether a train is inthe area. You must also note the condition of thetrack and whether your vehicle will have any difficultymaking a crossing.Controlled and Uncontrolled CrossingsAll vehicles are required to stop at all controlledrailway crossings if signaled to do so. A controlledcrossing is one that has a flag person, stop sign,crossing gate or an electric or mechanicalsignaling device.When stopping for a railway crossing:··Stop 5 to 15 metres away from the railway crossing··Look both ways and listen for any approachingtrains – opening your driver’s side window or frontdoor will help you hear better··Move forward when safe. Do not shift gearswhile crossingDo not park your bus within 15 metres of the nearestrail of a railway crossing.Do not cross a railway track under any circumstancesif a railway crossing gate is in the down position.If a railroad crossing gate or physical barrierhas malfunctioned, follow these procedures:··A peace officer will be requested to attend.They and/or their designate, which may bea Transit Supervisor or a Safety and TrainingOfficer, will direct traffic around, through,or under the malfunctioning gate··If a peace officer is unable to attend, or willnot delegate authority, the Transit Supervisor’sresponsibility will be to detour the servicearound the sceneSAFETY18Back toTable of Content19

SAFETYA railway repair crew or a peace officer or his/herdesignate are the only ones who have the authorityto direct traffic around railroad barriers.At an uncontrolled crossing, stop, open a windowto listen for trains, look both ways and proceed whenit is safe to do so.Railway Crossings at Rural RoadsPay extra attention when you cross railway tracksin rural areas. Approach grades may be steeper.Snow banks may be higher. Brush seems to bemore prevalent. There tend to be fewer automatedwarning systems. There may be more “humpback”crossings which could cause your bus to highcentre while crossing.If you notice any railway crossing that seemsproblematic or dangerous, contact Control.1.17 Parking at Bus StopsWhen parking your bus, follow this procedure:··Set the parking brake··Release the foot brake slowly to make sure theparking brake will hold the bus··Put the transmission in neutral (air brake busesonly) or park··Shut off busParking on a Downhill Grade··Where a curb of six inches or higher exists, parkyour bus with the front tires turned toward thecurb and the forward edge of the right tire restingagainst the curb··Where there is no curb, park your bus with thefront right tire turned toward the side of the roadParking on an Uphill Grade··Where a curb of six inches or higher exists, parkyour bus with the front tires turned away from thecurb and the trailing edge of the right tire restingagainst the curb··Where there is no curb, park your bus with thefront tires turned toward the side of the road1.18 Customers Boarding and ExitingBC Transit is in the business of transporting customerssafely, courteously, and efficiently. Make decisionsthat reflect this goal when stopping at bus stops toallow customers to board and exit.Stop your bus with the front right tire approx.4-6 inches from the curb, and the rear right tireapproximately 8-12 inches from the curb. Thiswill allow customers to safely board and exit thebus and will minimize damage from excessiverear kick-out when the bus leaves the curb.Use the kneeling and/or the ramp feature of thebus whenever you feel this will assist customersin boarding or exiting the bus more safely andefficiently.In special circumstances (e.g., snow, ice, vehiclesblocking your access to the bus zone) you maynot be able to get close to the curb. In thesesituations, choose a place to stop where yourcustomers can board and exit safely. Inform yourexisting customers of the position of the busrelative to the curb.1.19 Holding Buses with InterlockThe interlock is designed to keep the bus frommoving when:··the rear door is open··the kneeling feature is being used··the ramp is deployedDo not rely solely on the interlock to hold thebus when allowing customers to board or exit;always apply the foot valve to ensure the busremains stopped.Do not use the interlock as a parking oremergency brake; it is not strong or reliableenough to act as such. Any time you leave thedriver’s seat, apply the parking brake to makesure the bus remains stopped.As a safety reminder, the seat alarm will soundif you leave the driver’s seat without setting theparking brake.SAFETY20Back toTable of Content21

SAFETY1.20 Passing Work CrewsRoad crews are often required to work in closeproximity to moving traffic. When approaching aconstruction zone, cover the brake and obey postedspeed limits. Remember that fines for speeding aredoubled in construction zones; where no speedlimit is posted, do not exceed 8 km/h.If flag persons are on duty to direct traffic, follow theirinstructions. They are asked to give BC Transit busespriority. If you feel a flag person is not giving your buspriority through a construction zone, contact Controlwho will attend and speak to the flag person.Give special attention to BC Transit maintenancepersonnel attending to a disabled bus on the road.They often find it necessary to partially occupytraveled lanes while performing their duties.1.21 Dangerous/Prohibited GoodsCustomers are strictly forbidden from bringingthe following items on a BC Transit bus:··Gasoline and other inflammables··Explosives··Guns (except law enforcement officers)··Lawn mowers and other similar equipment··Car batteries and other corrosives··Scuba and propane tanks (empty or full)··Uncovered glass and other sharp objectsEven if you do not accept the customer carryingany of the above objects, he or she may attempt toboard the next bus. Call Control to warn the nextOperator of the situation.The following may be allowed on the bus at yourdiscretion with due regard for customer safety,taking into account time of day, route and numberof customers on board:··Articles longer than the distance from floor tobus ceiling··Ski poles with points covered, or with polessandwiched between skis··Ice skates fitted with blade guards··Saws and other sharp tools with cuttingedges covered1.22 Carrying of WeaponsIt is strictly forbidden for anyone, including Operators,to carry weapons, concealed or otherwise, on aBC Transit bus. Guns, knives, blackjacks, mace, pepperspray and tear gas are just some of the articles thatare considered weapons. This policy is strictlyenforced, for your protection and the protection ofyour customers.If you see a customer with a weapon, or if someonereports that a customer is carrying a weapon,contact Control or your Depot office immediately.1.23 Injured AnimalsIf you are involved in an incident in whichan animal is killed, remove the animal to a safeposition on the side of the road and report it toControl immediately. Submit an Accident/IncidentReport within 24 hours. If the animal is injured, foryour own safety do not attempt to move it.1.24 Procedure for Handling Waste orHypodermic SyringesExercise special caution when handling waste,garbage or discarded syringes on a bus or at abus exchange.You should carry protective gloves at all times,and wear them every time you handle waste.Gloves are available at Control.Do not sift through waste or garbage, or reachdown behind seat cushions on the bus. There isalways the danger that a needle will punctureyour skin.If you find a syringe on board a bus or in a busexchange, report to Control immediately.NOTE: If you receive a puncture from a syringe,report to Control immediately and arrange tobe assessed at a hospital emergency room withintwo hours. Your personal health depends onthis protocol.SAFETY22Back toTable of Content23

SAFETY1.25 Abuse of CustomersAny time you witness a customer being abused,or abuse is reported to you, report it to Controlimmediately. Get a good description of thealleged abuser to make it easier for him or herto be apprehended.1.26 Doors Open When OperatingNever operate a bus with the doors open. Thispresents an unacceptable high risk to customers.Always ensure your doors are closed before youput the bus in motion, and keep them closed atall times while driving.1.27 Pushing Transit VehiclesIt is not acceptable at any time to push a bus withanother bus.Incident Protocol1.28 Accident/Incident ReportsIf you are involved in any kind of accident or incidentwhile operating a BC Transit vehicle, report itimmediately to a Transit Supervisor, a Manager or yourDepot office as outlined by your workplace reportingpolicy. You must complete and submit an Accident/Incident Report within 24 hours regardless of howminor the accident/incident may seem to you.The Accident/Incident Report is a legal document,requiring you to complete it in full. Before submittingthe report, ensure you have signed and dated it.Whenever possible get the names of potentialwitnesses, and get contact information for anyonewho might be injured. Estimate the number ofcustomers on board the bus at the time of the incident.Complete the form in black or blue ink and mark allapplicable boxes. When completing the descriptionsection, report only the facts – what happened, whatyou saw and heard and what you know to be true.Do not make guesses, assumptions or judgments.If you are involved in an accident with another vehicle,you are required by law to exchange insuranceinformation and driver’s licence numbers.It is your responsibility to ensure you clearlyunderstand how to properly fill out an Accident/Incident Report. If you have any doubt, contact aManager or a Safety and Training Officer forclarification.If you are involved in an accident immediately priorto going on days off, vacation, or any other form ofapproved leave, ensure the Accident/Incident Reportis submitted prior to beginning your leave.1.29 Province of BC Motor VehicleAccident ReportingBy law, you must report a motor vehicle accidentto police in the jurisdiction where the accidentoccurred within 24 hours of the accident if thecombined total of property damage exceeds$2,000.00 or if injury or death occurs to any person.1.30 At the Scene of an IncidentIf your vehicle is involved in an accident or incidentinvolving another vehicle, a pedestrian or customer,you must follow these procedures:··Check for possible injuries to determine ifemergency services are required··Notify Control immediately, and remain at thescene unless instructed otherwise··Exchange information (driver’s licence numbers,insurance information and licence plate numbersof all vehicles involved)··Obtain the names and contact information ofas many witnesses as possible··Report all hit and run incidents immediatelyto ControlIn your interaction with other drivers, confineyour remarks to the exchange of particulars. Donot get into a discussion as to fault or liability, oroffer to pay for the damage to the other vehicle.SAFETY24Back toTable of Content25

SAFETYIf a police officer attends the scene, obtain thefollowing information:··Officer’s name and badge number··Officer’s detachmentYou must report any contact between the busand any object, no matter how minor, to Control andturn in an Accident/Incident Report within 24 hours.1.31 Cooperation with Police OfficersIf your bus is involved in an incident attendedby a police officer, give assistance when requested.Answer all questions that are pertinent tothe incident, including names of witnesses. Donot “guess”.Provide details only when you are reasonablycertain they are accurate. Any statement madeto a police officer may be used as evidence inany legal proceedings arising from the incident.Do not sign any document other than police orcompany reports.If you are served with a writ of summons, and/orstatement of claim, report to the Safety and TrainingDepartment with the writ within 24 hours.1.32 Fire and Emergency CrewsCooperate fully with fire and emergency personnelduring emergency situations. Proceed with cautionwhen travelling around or through an area whereemergency equipment and personnel are working.Never drive over any fire hose unless specificallydirected by a firefighter or police officer.1.33 Explosive Device ProcedureIf you discover a suspicious item on your bus,or if a customer reports a suspicious item to you,park in a safe spot, activate the 4-way flashers andevacuate your customers to a safe distance fromthe bus where they are not in danger from traffic.If the possibility of an explosive device exists,DO NOT USE your radio or cell phone in theimmediate area of the bus. Locate the nearestland-line telephone and call Control and ask fordirection.Follow directions if a police officer, investigator orsupervisor approaches you regarding an explosivedevice in the area. Your safety and the safety of yourcustomers depend on your cooperation.1.34 Employee Injury ReportsIf you are injured while on duty, report theincident immediately to Control. Completean Employee Injury Report within 24 hours ofsustaining an injury. It is in your best interestto report every injury sustained no matterhow minor it might seem.If you require medical aid for your injury,inform the attending physician that you sustainedthe injury at work. This will ensure the properdocumentation is submitted to Workers’Compensation Board (WCB).SAFETY26Back toTable of Content27

Operator Knowledge2.1 Personal Contact InformationHuman Resources must have your currentaddress and telephone number on file. NotifyHuman Resources of any change in this informationby completing and submitting a Changeof Address form.Ensure that your Depot office has your currentcontact information. This is necessary in casethey have to contact you in emergencies or forwork assignments.2.2 UniformsBUS OPERATIONSection 2Bus OperationBUS OPERATIONBC Transit provides all Operators with uniforms.The uniform identifies you as a BC TransitOperator, and a representative of the company.Maintaining a high standard of appearance helpsgain the respect of your customers and projectsan image of professionalism. In an emergency situationa properly worn uniform will clearlyidentify you as an employee of BC Transit topolice and other emergency personnel.28Back toTable of Content29

BUS OPERATIONWhile on duty, wear only BC Transit logo uniforms.“On duty” is defined as the period for which theOperator is receiving pay. There may be occasionswhen you are asked to work when you are not inuniform; in that event, a Uniform Variance Card canbe issued by a Manager.Shorts and capri pants may be worn only betweenApril 1 and October 15. The long sleeve mockneck t-shirt is to be worn only under a long sleeveshirt. Wear appropriate footwear at all times—closed toe and closed heel shoes in a black or darkbrown colour.All uniform apparel belongs to BC Transit. Shouldyou leave BC Transit, you must return all uniformitems to the Company.2.3 High Visibility ApparelThe following WorkSafe BC Occupational Health &Safety Regulation clearly outlines the requirementfor wearing High Visibility apparel:Section 8.24(3): “A worker whose duties on thework site result in exposure to the hazards ofmobile equipment must wear high visibilityapparel meeting at least the Type 3 criteria ofWCB Standard Personal Protective EquipmentStandard 2-1997, High Visibility Garment.”In keeping with this WorkSafe requirement, anappropriate vest has been issued to you. Wear thisapproved high visibility clothing whenever you arein the transit yard, including when travelling to andfrom your personal vehicle and/or any BC Transitvehicle, as well as when moving between buildings.If you lose or misplace your safety vest, contact Safetyand Training or a Manager for information onreplacement. Temporary vests are available on loanat all depots.2.4 Company Issued ItemsBC Transit issues carry bags to all Operators.While on duty, the following items should bein your carry bag:··High visibility vest··Lost article tags··Courtesy Cards or Witness Cards··Accident Information Cards··Map Book··Transit Operator’s Route Guide··Operators Policies and Procedures Guide··Courtesy Passes··Rider’s Guide & other public information material··Pre-Trip cardsSome BC Transit properties may not supplyall the above items. Check with your Depotoffice for more information.2.5 Bus ManualsAs a BC Transit Operator you are expected tobe familiar with every bus that BC Transit requiresyou to operate. Some buses have manuals on board.However, you will find manuals for every bus inour provincial fleet on the BC Transit website at:www.bctransit.com/sst/documents.cfm.2.6 Book-off ProceduresWhen booking off work, follow these procedures:··If you are reporting sick prior to 08:00, contactControl at least thirty (30) minutes prior to yournormal report time. Book-offs after 08:00 mustbe reported at least one (1) hour prior to yournormal report time··When Control is closed, you can leave a book-offmessage on voice mail. Make sure you leave allpertinent information: name, seniority number,and description of the work you are booking off··Indicate you are booking off because of sickness,and your anticipated day of return to workBUS OPERATION30Back toTable of Content31

BUS OPERATION··Shift-trade Forms must be completed, signedby both Operators and submitted to the DepotSupervisor or designate by noon on the dayprior to the shift-trade. Control is responsiblefor ensuring that there is no violation of NSCregulations and that the trade complies withspareboard rules if they are relevant. Shifttradesthat violate the NSC regulations willnot be permitted··Operators who sign and agree to the tradeon the Shift-trade Form saying they will dothe work are responsible for the work andthey will be held accountable for the work··Any changes to Operator Shift-trade Formsafter they are submitted nullifies the shifttrades,requiring new Operator Shift-tradeForms to be submitted··Shift-trades involving probationary employeesmust be approved by the Manager responsiblefor the probationary employee in advance of theShift-trade Form being submitted··Shift-trades for cash are strictly prohibited. Anyallegations of trading shifts for cash, brokeringor otherwise compensating as an incentive for ashift-trade will be investigated and may result indisciplinary action up to and including dismissalOperators will be in violation of the shift-tradepolicy where they:··Work trades that interfere with other BC Transitwork commitments and/or which contribute toa breach of NSC regulations··Trade or relinquish their BC Transit work to engagein other employment in accordance with ArticleG7.01 of the collective agreement··Accept or provide any form of monetary paymentfor buying, selling or brokering workCommunity Shuttle Shift-Trades··Community Shuttle Operators are not permittedto trade, relinquish or work a relinquishmentwhile on-call··Probationary Community Shuttle Operatorsrequire a Manager’s approvalWhere a collective agreement deals with matterscovered in this policy, the terms of the appropriatecollective agreement will apply.34Back toTable of Content2.9 Customer Service Reports (CSRs)Each time a customer contacts BC Transit aboutour service, a Customer Service Report (CSR) isrecorded. All complimentary CSRs will be passedon to you to thank you for excellent customerservice. In the case of a complaint, a Managerwill review each complaint. If the issue requiresfurther investigation, or further information isneeded, the following procedure will apply:··The CSR will be placed in your mail slotat the Depot of origin··You will be notified by radio that you havemail at the Depot··You are required to pick up the mail andrespond within 3 business days of receivingthe notificationYou can respond by:··Emailing your Manager··Making an appointment to see your Managerin personRemember that, more often than not, your Managersimply needs more information from you wheninvestigating a CSR. Many customers want to hearback from BC Transit regarding their incident inorder to ensure their issues are treated seriously.As long as you are making sound, professionaljudgment calls, you should not have any concernsabout receiving and responding to CSRs.2.10 Operator Washroom FacilitiesMany of BC Transit’s authorized washrooms arelocated in service stations that are normally keptlocked. To prevent unauthorized persons from entering,littering or damaging these facilities,ensure that when you leave the doors are locked.Washroom locations are identified in the TransitOperator’s Route Guide.Notify Control if you find a washroom that isnot clean, well maintained, or lacking in supplies.BC Transit will contact the owner.35BUS OPERATION

BUS OPERATION2.11 Operators as CustomersBC Transit encourages all staff to use transit forpersonal transportation. If you ride the bus towork, there is no need to swipe your EmployeePass – your uniform shows you are an Operator.However, if you are using transit in your personaltime and are not wearing your uniform, swipeyour pass when you board the bus even if theOperator recognizes you.Remember when you are riding the bus, youare a customer. Do not engage in unnecessaryconversation with the Operator that may distracthim/her from the safe operation of the bus.Your Employee Pass is very important to you. Ifyou lose it, report the loss promptly to a Managerso it can be removed from the system and youcan be issued a new one.On the Road2.12 Reliefs on the RoadAs a Relief Operator:··It is your responsibility to be at the designatedrelief point promptly at the scheduled time.This allows you to take over the bus on schedule,and provides uninterrupted service to thecustomers on board··If you are going to be late for your relief assignment,contact Control immediately and follow directionsIf you are relieved by another Operator on the road,be sure to inform the new Operator of:··detours··vehicle defects you have carded··lost property on board··special requests by customers on board··other information you feel the relievingOperator should knowIf your relief does not show at the relief point at thescheduled time, remember we cannot keep ourcustomers waiting. Follow these procedures:··Notify Control of the missing relief Operator··To ensure that customers are not inconvenienced,Control will likely ask you to carry on in serviceuntil relieved. If you have a legitimate reason fornot continuing (e.g., carrying on puts you inviolation of NSC, or you have a personalcommitment that you cannot miss etc.) pleaseadvise Depot immediately so they can makealternate arrangements for a relief Operator totake over··If you can carry on, you are helping customersreach their destinations, and are helping thecompany provide good customer service. Depotwill make every effort to inform anyone youfeel needs to know that you will be late, andwill relieve you as soon as possible, regardlessof relief location2.13 Engines and Lights Off at DestinationPublic transit is an environmentally friendly formof transportation. In an effort to minimize theuse of fuel and minimize air and noise pollutionBC Transit has adopted a “No Idling Procedure”.This procedure is not to conflict with any localby-laws, but where no by-law currently exists orone exists that is less stringent, use the No IdlingProcedure.When operating a bus in the outdoor temperaturerange of zero degrees Celsius (0 C) andthirty degrees Celsius (30 C) and upon arrivingat a terminus, timing point or layover, and it isanticipated that you will be parked for a periodbeyond one (1) minute, shut off your engineunless you are idling while customers are loadingor exiting. Outside these specified temperatureranges the Operator should follow the requirementsof the local by-laws.When stopped at a layover or a terminus formore than one minute, please switch off allheadlights, interior and clearance lights, heaters,fans etc., except those necessary for your safetyor the safety of the customers and the bus. Usethe master control “Park” position from duskto dawn so the clearance lights remain on.BUS OPERATION36Back toTable of Content37

BUS OPERATION2.14 Bus Check at Destination··Inspect the interior of your bus at each terminusfor such things as sickness, vandalism, lost property,or customers who may have fallen asleep··Report sickness to your Depot office. A changeoffmay be necessary··Collect and tag lost property (See Section 4.9)··Record vandalism on the Pre-Trip Card. Call Controlif the vandalism may compromise the safety ofcustomers. Complete an Accident/Incident Reportif you have more information about the vandalism(e.g. the person responsible, the location and/ortime vandalism was committed etc.)··If you relieved another Operator on the road,conduct an exterior check of the bus at yourfirst terminus2.15 Playing of Radios and ElectronicEquipmentCustomers are prohibited from using sound devicesor musical instruments that can be heard by othercustomers. Customers are only permitted to usethese devices if headphone or earphone sound doesnot disturb others.2.16 Cellular Phones and Hand-held devicesBC law prohibits the use of any hand-heldelectronic communication device (includinghand-held cell phones and PDAs) while behindthe wheel of a vehicle.An Operator must not hold, operate, communicateor watch the screen of a hand-held electroniccommunication device while behind the wheel.An Operator is also prohibited from sending orreviewing text messages or e-mails on any type ofelectronic device while behind the wheel. AnOperator must not wear a Bluetooth device ineither ear while behind the wheel of a bus.Employees using two-way radios to eithertransmit or receive a message are asked to pullinto a bus stop if safe and practical to do so.BC Transit does not allow Operators to use anyelectronic equipment for entertainment whiledriving (e.g., portable music/radio players, MP3players, scanners etc.). This includes the use ofspeakers, ear-buds, Bluetooth, headphones,reading devices etc.Operators must be alert and focused on driving atall times. Use of these devices may be seen as anOperator not fully concentrating on driving.2.17 Mobile Data TerminalsSome buses are equipped with Mobile DataTerminals. These on-board computers provide boththe Operator and Control information on trip statusand location. The terminals feature GPS tracking,dynamic map functions and text messaging, andpermit instant communication between Operatorand Control.Use of Mobile Data Terminals while driving is exemptfrom BC law regarding the use of electronic deviceswhile driving.2.18 Bus Yield SignAccording to the BC Motor Vehicle Act, motorists mustyield the right of way to a bus that is signaling anintention to enter the traffic stream from a bus stopwhere the posted speed limit is 60 km/h or less. Whileother motorists are supposed to yield to buses, it isyour legal responsibility as a professional driver toensure it is safe to enter the flow of traffic. Make sureyou acknowledge drivers who do yield to you witha “transit driver wave” or a quick flash of your fourwayflashers.To assist Operators, some buses are equipped witha flashing yield sign in the left-hand side of the backwindow. Remember that the “Yield to Bus” law appliesonly when you are leaving the bus stop where theposted speed limit is 60 km/h or less. Do not use theyield sign to change lanes, or while operating your buson road with posted speed limits above 60 km/h.BUS OPERATION38Back toTable of Content39

2.19 Smoking on Board BC Transit BusesYou and your customers are prohibited fromsmoking on board transit buses at any time.2.20 Closing Windows and DoorsBefore leaving the bus in the yard at the end ofyour shift, close all windows, hatches and doors,fold up all seats in the accessible areas and turnoff all lights. Also make one last inspection of theinterior of the bus for lost property or sleepingcustomers still on the bus.BUS OPERATIONSection 3Accessible ServiceACCESSIBLE SERVICE40Back toTable of Content41

Operator Knowledge3.1 Your Responsibility as an OperatorMost BC Transit buses are accessible to customersusing mobility aids such as wheelchairs, scooters,walkers, and baby strollers. When operating anaccessible bus, exercise a high level of sensitivityto the needs of your customers and be aware oftheir individual abilities.The accessible features of a bus can only be safelyused to assist customers in wheelchairs or scootersat designated bus stops. In some areas, these stopsare identified by a white and blue decal featuringthe International Symbol of Access.Assistance animals that are certified and recognized bythe British Columbia Guide Animal Act are allowed onBC Transit at all times. A customer travelling with anassistance animal on BC Transit must ensure the animalis wearing its harness and leash, and must be preparedto present their Guide Animal Certificate on request.3.3 Elderly Customers and Personswith DisabilitiesACCESSIBLE SERVICEWhen a customer using a mobility aid is boardingyour bus you are responsible for:··positioning the bus to ensure safe boardingand exiting of customers··using the kneeler and loading ramp as necessaryto assist the customer to board the bus in safety··securing the customer and mobility aid safely··operating the bus in a manner that ensuresthe customer’s safety and comfort3.2 Customers Travelling with Attendantsand Assistance AnimalsSome customers using wheelchairs and scootersand others with less obvious disabilities travelwith attendants to assist them. Attendants may ridefree of charge (subject to the transit tariff) whilethe customer in the mobility aid pays the applicablefare. The attendant will assist in the boarding,exiting, and/or securement where required.Whether or not the customer in a wheelchair isaccompanied by an attendant, it is ultimately yourresponsibility to ensure the mobility aid is properlysecured before moving the bus. You are notrequired to lift customers and/or mobility aidsin any manner (except as described in EmergencyEvacuation below.)42Back toTable of ContentNormally when a customer boards, you do not movethe bus until the customer is in a position to hold onto a stanchion. However, elderly customers, customerswith disabilities or other impairments and customerscarrying children or otherwise burdened should beallowed to take a seat before you put the bus inmotion. Although this may take a few extra seconds,it will minimize the possibility of a customer fallingon board your bus.Although many disabling factors are readily detectable,some are not, including loss of sight, hearing, balance,sensation and chronic occurrence of pain. Use yourown judgment, and give customers the benefit of thedoubt. If you think a customer is in any way physicallychallenged, wait until she or he is seated beforestarting to drive.43ACCESSIBLE SERVICE

ACCESSIBLE SERVICE3.4 Medical Equipment and Assistive DevicesMedical equipment used by customers may includeostomy appliances that collect fluids from the bodyand portable oxygen apparatuses. Portable cylinderscontaining medical oxygen are not considered to behazards on the bus.Assistive devices used by customers may include canes,crutches, walkers and braces. These items should besecured or safely held by the customer during transit.3.5 See-More Booklet for Visually ImpairedCustomersSee-More is a route card booklet, invented by aVictoria Transit Operator, and is available for blindand visually impaired customers. Numbers areprinted on the cards in both black on whitebackground and in braille. A visually impairedcustomer will display the route number of the busshe/he intends to board. When you see someonedisplaying a See-More booklet, tell that person whatroute number your bus is, and make every effort toensure he or she gets the correct bus before youleave the bus zone.3.6 Customers Using Wheelchairs/ScootersFixed-route Transit··board the ramp by him/herself or with anattendant’s assistance··prevent the chair from rolling backwards onthe ramp by him/herself or with an attendant’sassistance··maneuver into the securement areas by him/herselfor with an attendant’s assistanceIf a customer has obvious difficulties using theaccessible service, refer her/him to the Safety andTraining Department for one-on-one mobility training.Note: To be approved by Safety and Training, acustomer in a wheelchair or scooter must be able toboard and exit the bus in a timely manner.Custom TransitACCESSIBLE SERVICEIn order for a customer to use accessible buseson BC Transit’s fixed-route systems, the customer mustbe able to:Custom buses are equipped with lifts or ramps.All customers with mobility aids must face forwardduring transport. There are no exceptions.As a Custom Transit Operator, you need to usesensitivity and special skills in communicating,assisting and driving. Custom Transit provides servicedirectly from one accessible building entrance toanother. You are required to provide assistancebetween your bus and the building entrance, butare not required to carry an individual up or downsteps, or carry parcels to and from the bus.44Back toTable of Content45

ACCESSIBLE SERVICECustomers needing additional assistance regularly,or those who must be attended to during the trip,must travel with an attendant.Not all customers will use mobility aids. Some,classified as “ambulatory,” are able to walkunassisted, and others may use a cane or walker.If you encounter a customer who seems to havedifficulty walking, ask what assistance might berequired. Touching a person without warningmay cause balance problems and could lead toa fall. If the person refuses assistance, stay closeand be prepared to help just in case. Use the liftto load an ambulatory customer only if all othermethods of loading have been dismissed. Onceseated, all customers are required to use theseat belt.3.7 Oversized Mobility AidsFixed-route TransitOn BC Transit’s accessible buses, scooters andwheelchairs must meet the mobility aid guidelinesfor travel on conventional fixed-route transit.··maximum length: 48” (212.9 cm)··maximum width: 24” (60.96 cm)··combined weight of customer and mobilityaid cannot exceed 600 lbs (272 kg)Must be equipped with:··escort handles on manual wheelchairs··secure and suitably located componentsfor attaching securement straps··functioning brakesIf a customer wants to board a conventional bus withan oversized mobility aid, inform the customer thatthe mobility aid exceeds the specified maximummeasurements, and contact Control immediately.Custom TransitTo ensure safety, the following mobility aid guidelinesapply on Custom buses:··must safely fit and be maneuverable on the bus:··Maximum length: 54” (137 cm)··Maximum width: 24” (60.96 cm)··Combined weight of customer and mobility aidcannot exceed 600 lbs (272 kg)··should have a lap restraint belt attached whichassists in loading, unloading and securement whilein transit··must have adequate securement anchor pointsconnected to the frame for attaching straps tothe floor track··must have functioning brakes··electric mobility aids must have variable speedcontrol, good brakes, battery tie-down bracketand leak-proof case, and should have sturdyback and arm rests··must be maintained in a structurally soundcondition. Watch for broken spokes, loosewheel bearings, defective frame bracing, flagsand other projections etc.Please report unsafe mobility aids to owners andto Control.3.8 Non-Accessible BusesSome buses in BC Transit’s fleet are non-accessiblehigh-floor buses. When operating one of thesebuses, you are not required to accept customersusing wheelchairs unless they can board and exitthemselves or have a companion or attendant toassist them. Only collapsible chairs may be boardedon non-accessible buses. For the safety of allcustomers, these chairs must be collapsed andstowed clear of the aisle and step-wells at all times.Loading and Securement3.9 Boarding ProceduresCourtesy SeatingBC Transit encourages customers to give up their seatsfor people with disabilities or mobility challenges.Courtesy seating, located at the front of the bus,meets the needs of all transit customers, and isespecially vital to:··Customers who use scooters, wheelchairs, pediatricstrollers, or other mobility aids··Customers with a disability or mobility issue··Customers with baby strollersYou may ask customers to move to accommodatesomeone who requires an accessible seat butaccording to the Human Rights Act, you cannot forcethem to move if they choose not to. Some customersmay, for their own reasons, refuse to move for strollersor people with mobility aids. If you encounter anydifficulties, please contact Control.ACCESSIBLE SERVICE46Back toTable of Content47

Buses with Side-loading RampsFollow these guidelines when a customer in awheelchair or scooter wishes to board your bus:··Stop the bus in a position so that the customer doesnot have to approach the ramp on an angle··Kneel the bus before deploying the ramp··When dealing with a normal number of customers,allow them to get on or off first. However, if thenumber of boarding customers will create a fullstanding load, you may choose to board thewheelchair customer firstFor detailed instructions on loading mobility aidcustomers on buses with side-loading ramps, referto the BC Transit Bus Operator’s Training Manual oron-line at www.bctransit.com/sst/documents.cfm.3.10 Exiting ProceduresBuses with Side-loading RampsACCESSIBLE SERVICENote: It is mandatory that any wheelchair orscooter customer under 16 years of age wear theseat belt provided.Buses with Rear-loading LiftsWhen a customer in a wheelchair or scooter wishes toboard your bus, park the bus on level ground wherethere is enough room for the customer (and attendant)to have access to the ramp.For detailed instructions on loading mobility aidcustomers on buses with rear-loading ramps, referto the BC Transit Custom Bus Operator’s TrainingManual or on-line at:www.bctransit.com/sst/documents.cfm.Over-sized Mobility Aids (Custom Transit)To load a customer with an over-sized mobilityaid, refer to the BC Transit Custom Bus Operator’sTraining Manual or on-line at:www.bctransit.com/sst/documents.cfm.Follow these guidelines when a customer in awheelchair or scooter wishes to exit your bus:··Stop the bus in a position where the customerhas enough room to exit straight off the rampand maneuver afterwards··When dealing with a normal number ofcustomers, allow them to get off first.For detailed instructions on unloading mobilityaid customers on buses with side-loading ramps, referto the BC Transit Bus Operator’s Training Manual oron-line at www.bctransit.com/sst/documents.cfm.Buses with Rear-loading LiftsACCESSIBLE SERVICE48Back toTable of Content49

ACCESSIBLE SERVICEWhen a customer with a mobility aid wishes to leaveyour bus, park the bus on level ground in a positionwhere the customer will have plenty of room tomaneuver after exiting. For detailed instructions onunloading mobility aid customers on buses withrear-loading ramps, refer to the BC Transit CustomBus Operator’s Training Manual or on-line atwww.bctransit.com/sst/documents.cfm.Over-sized Mobility Aids (Custom Transit)To unload a customer with an over-sized mobility aid,refer to the BC Transit Custom Bus Operator’s TrainingManual or on-line atwww.bctransit.com/sst/documents.cfm.3.11 Assisting Mobility Aid CustomersFixed-Route and Custom TransitIt is important to recognize any preconceptionsor assumptions you may have regarding customerswith disabilities. Try to understand the feelingsthat persons with disabilities may have towardother customers and toward you, and the possiblereasons for them.Tailor your driving style to consider the needsof customers. Smooth starts and stops, gradualacceleration and braking, and slower speeds in turnswill help customers with disabilities feel comfortableand safe, and will help avoid on board injuries.Custom TransitCustomers with disabilities may need more physicalassistance than other customers, especially onCustom buses.Critical times for mobility aid customers are:··When the mobility aid is being moved up or downa step, slope or curb··When the customer moves to a standing orsitting position··When the customer is moving from a mobility aidto a bus seatYou are not required to carry an individual up ordown steps, or carry parcels for the customers.Moving a mobility aid up or down more than onestep is considered an unsafe practice and is notan Operator’s responsibility.Consult the Custom Bus Operator’s Training Manual oron-line at www.bctransit.com/sst/documents.cfm formore detailed information on assisting customers withmobility aids.3.12 Using the Ramp or LiftWhile the ramp or lift is provided primarily for personsin wheelchairs or scooters, it may also be used for anycustomer who for any reason cannot, or should notboard in the normal way, or who has requested to usethe ramp. In general, use the ramp or lift for:··Customers using wheelchairs or scooters··Customers using walkers, crutches, canes etc.··Customers who walk unassisted, but cannotexert themselves or bend their legs enough tostep up onto the bus (due to ailments such asa heart condition, severe arthritis etc.)··Anyone else who in your opinion might find it easierto board the bus via the ramp or lift··Anyone who requests the ramp or lift, even if theirdisability is not apparent. This is good customerservice, and may help to avoid injuries resulting fromtripping or falling. It may also help avoid possibleconfrontations with a customerACCESSIBLE SERVICE50Back toTable of Content51

3.13 Mobility Aid and Customer Securement(Custom Buses)Securement and Restraint ConceptsOperators must understand and follow all outlinedprocedures. Any deviation from these procedures mayresult in unsafe securement or restraint. In the event ofan incident, an Operator may be considered negligentif approved securement procedures were not applied.To provide adequate safety:··Shoulder-straps and lap-belts must be usedwhen equipped on the bus··Mobility aids in disrepair or those without adequateanchor positions for safe and secure travel are notpermitted aboard BC Transit Custom buses. Refercustomers with problem chairs to your Depot officeor ManagerThe concepts described above apply to all types ofmobility aids and securement equipment.Securing Infants and Children on Custom BusesParents or guardians entering the bus with an infantor child must provide their own approved car seats. Itis the Operator’s legal responsibility to secure infantsup to 9 kg (20 lbs.) in an approved rear-facing seatsecured with a regular seat-belt. For those childrenbetween 9 kg (20 lbs.) and 18 kg (40 lbs.) securementin a child safety seat is recommended. Approvedseats must display a sticker which states that theseat conforms to the Canadian Motor Vehicle SafetyStandards section 213.1 and Canadian StandardsAssociation.3.14 Securement Systems in Custom BusesQ-Straint Securement SystemACCESSIBLE SERVICE··Customers are required to have a seat-beltpermanently fastened to the mobility aid. This beltis to be fastened over the customer’s pelvic areawhile the customer is being moved into or out ofthe bus, especially while on the lift/ramp. This beltwill ensure the customer cannot fall out of themobility aid··Secure the mobility aid in the bus so that it is asstable and as well anchored as a normal customerseat. The front securement straps (tie-downs) shouldbe secured first and then the rear straps (tie-downs).For removal, this order is reversed··The customer should be secured as safely as ifthey were using a seatbelt in a normal customerseat. This is best achieved by using a conventional,lap-shoulder-belt combination. The lap-portionof the seatbelt must be properly placed over thecustomer’s pelvic area and anchored directly tothe vehicle floor. Correct seat-belt placement iscritical to customer safety and comfort. Shoulderstrapsmust never be used alone without the lapbeltportion52Back toTable of ContentFor each wheelchair aid station you should have:··Four retractors with floor anchorage fittings··One lap-belt assembly··One shoulder-belt assembly··Four webbing loops53ACCESSIBLE SERVICE

ACCESSIBLE SERVICEInspect all hardware and mounting connectorsfor cleanliness and damage. Inspect all shoulderand lap-belts to ensure cleanliness and that theyare not cut or frayed and that the restraint beltretractors operate freely.For more detail on using the Q-Straint System,refer to the BC Transit Custom Bus Operator’s TrainingManual or on-line atwww.bctransit.com/sst/documents.cfm.ANCRA Securement SystemAll four tie-down points must be used at all times.Store unused tie-downs to simplify mobility aidmovement and to keep tie-downs in good,clean condition. They can be placed on the sidetrack,window-rail or in a container. Ensurestraps and hardware are clean, with an acceptablenon-staining lubricant used for the hardware.The whole assembly can be washed with soapand water, but make sure to rinse soap away.Report defective restraints without delay.How to Use the ANCRA Securement ComponentsCustom Transit buses with ANCRA SecurementComponents have two kinds of securement straps:··a cam buckle type for the front of the chair··a ratchet type for the rearThe ratchet type straps must always be used to securethe rear of the mobility aid to the bus floor. They havea higher rated strength able to handle the greaterloads in rapid deceleration or a front-end collision.For more detail on using the ANCRA SecurementSystem, refer to the BC Transit Custom BusOperator’s Training Manual or on-line atwww.bctransit.com/sst/documents.cfm.Seatbelts (BC Motor Vehicle Act, Section 220)According to the BC Motor Vehicle Act, all personscarried in Custom Transit buses (including theOperator) must be safely restrained by lap restraintbelts; and where available, shoulder restraint belts.Ambulatory customers may be able to use theseat-belts by themselves, while others may needhelp. In either case, the Operator must ensure that:··The seat-belt is clear of any obstructions··The seat-belt is tightened over the customer’spelvic area··The buckle is properly fastened54Back toTable of ContentIncident Protocol3.15 Report ProcedureAll accessible service incident reports should becompleted with an appended “accessible service”injury report when required.3.16 Emergency ProceduresIn any emergency procedure, contact Controlimmediately. In the event of an accident withno imminent danger, do not remove the customerin a scooter or wheelchair. If the customer is injured,provide assistance as necessary and wait foremergency response personnel to arrive.3.17 Emergency EvacuationIn cases of fire, explosion, bomb threat, physical perilor any other emergency in which you feel evacuationmay be required, you should remove the customerfrom the bus only if you deem it more dangerous toleave the customer on the bus.In these situations, remove the customer using one ofthe following methods, listed in order of preference:··Use the ramp or lift. If not at a curb or in acurb lane, have a responsible person stand onthe right side of the bus to halt any traffic whichmay attempt to pass on that side. Accompanythe customer to a secure location··With the help of others lift the wheelchairand customer off the bus through the frontdoor. Always carry the wheelchair off backwardsto better manage the weight··With the help of others lift the customer,without the chair, off the bus through the mostconvenient door··With the help of others lift the customer throughone of the emergency exitsDo not attempt to lift the wheelchair by yourself withthe customer in it.55ACCESSIBLE SERVICE

ACCESSIBLE SERVICE3.18 Ramp Failure ProceduresIf a ramp or lift fails, or a securement devicemalfunctions, contact Control immediately.In the event of a side-loading ramp breakdownon a low-floor conventional bus, you can manuallylift the ramp by pulling up on the attachedstrap to extend it to the curb and retract it backinto the bus.Using the manual lift procedure is limited to unloadingcustomers. Use proper lifting proceduresto avoid injuring your back.3.19 Recovery Locations and DestinationsIf you have a customer in a mobility aid whowishes to stay on your bus while you leave fora break, do not leave them unattended withouttheir consent. Communicate where you are goingand when you will return. Give the customer theopportunity to exit the bus if he/she requests it.When you leave a mobility aid customer on thebus while you are away, leave the door open orblow the air off the doors so the bus is accessibleto rescue personnel in an emergency.3.20 Mobility Device OvercapacityIf you see a customer in a wheelchair or scooterwaiting at a bus stop, and you already have themaximum number of mobility aids on your bus, stopand advise the waiting customer that you have noroom, and that they will have to wait for the nextaccessible bus.If you have the information at hand, advise thecustomer when the next bus should be arrivingat the stop. If you are unsure and have the time,contact Control to obtain the information.If this occurs on a route where there will be a longwait for the next bus, contact Control and awaitfurther instructions. Then pass on to the waitingcustomer what your instructions are so they knowswhat’s happening. Never strand a customer in awheelchair, especially at night.3.21 Last TripIf, after your last trip, you are deadheading backto the garage, you are expected to operate accessibleservice, allowing a customer in a wheelchair or scooterto disembark at an accessible stop en route.3.22 Bus Stop ObstructionIf a customer in a mobility aid has requested astop in a bus zone that is obstructed by a parkedvehicle or a construction crew, find an alternatelocation as close as possible to safely deploy theramp. If there is no alternate safe location in theimmediate vicinity, the normal procedure is totake the customer to the next accessible stop.ACCESSIBLE SERVICE56Back toTable of Content57

CUSTOMER SERVICESection 4Customer ServiceOperator Knowledge4.1 Interacting with CustomersSome BC Transit customers may be unfamiliarwith fare policies, destinations or simply how touse transit. As a professional Operator, you canassist these customers by making specific generalannouncements such as:··transfer points··major or popular destinations··specific stops requested by customers··your destination, or the destination of other busesin the system··requests to move to the rear of the bus to allowcustomers to board··express services when applicable··any other announcements which in your judgmentwill assist customers in their travelAt all times, communicate with your customersin a helpful, respectful and professional manner.Avoid any unnecessary conversation withcustomers or fellow employees which may distractyou from driving.For more information, refer to Section 4.16 Callingout Stops4.2 Official TimeBC Transit sets its clock and uses the time for schedulesbased on Canada’s Official Time, monitored by theNational Research Council Canada.www.time5.nrc.ca/JavaClock/timeDisplayWE.shtmOfficial transit time is displayed on the DepotOffice clock and is the only recognized transit time.All buses must operate on official transit time tohelp the system ensure schedule reliability. It alsohelps Operators coordinate relief points, transferconnections etc. To ensure you are operating onofficial transit time carry a reliable watch and checkit for accuracy with Control on a daily basis.4.3 Schedules and Mobile Data TerminalsCustomers using our services rely on the Riders Guideor Customer Information Services to plan their tripson BC Transit.CUSTOMER SERVICE58Back toTable of Content59

CUSTOMER SERVICEOperator’s PaddlesThe paddles are the official schedules for all runs. Eachpaddle has timing points (designated locations andtimes) which correspond to the lettered timing pointsin the Riders Guide, its Updates, and the Schedules onwww.bctransit.com/regions/vic/schedules/map.cfm.Pace your driving to arrive at each timing point noearlier than one minute ahead of schedule, and nomore than three minutes late. Intermediate timingpoints on some paddles are designed to providesupplemental routing instructions or driver reliefpoints for particular runs during the day. You are notrequired to wait at these intermediate timing points ifthey do not correspond to the Riders Guide or if you arenot being relieved.Often paddle instructions change from one day tothe next, even on the same runs. It is important thatevery time you pick up your paddle, you read allinstructions, and follow them as written. Ourcustomers depend on you following the designatedroute and arriving on schedule.If you are the first Operator on any run take thepaddle, transfers and necessary window signs out tothe bus with you. If you are the last Operator on therun, you are responsible for returning the paddle,transfers and window signs to the Depot.Service Comment SheetsReport all problems with customer loads orrunning times to Control. If you experience chronicproblems with a specific run over a period of 7-10days, complete a Service Comment Sheet. Hand itinto your Depot office and it will be forwarded toOperations. An investigation will be conductedand you will be advised of the outcome.Mobile Data TerminalsSome buses are equipped with Mobile Data Terminals.60Back toTable of ContentThese on-board computers provide information ontrip status and bus location to Operators and Control.The terminals feature GPS tracking, dynamic mapfunctions and text messaging, and permit instantcommunication regarding route changes betweenthe Operator and Control.Fares4.4 Bus Fares & Fare PoliciesThe customer is expected to deposit all fares in thefarebox, show a transfer or swipe their pass in such away that you can check its validity. For your ownprotection, do not accept a cash fare from a customeror attempt to make change.Bus fare disputes are the leading source of conflictbetween Operators and customers. Use yourdiscretion when relaying bus fare information to acustomer. Your safety and that of your customersis paramount and should always be the decidingfactor in fare disputes.Adopt a policy of “inform, do not enforce.”BC Transit expects that you will make a reasonableeffort to collect the proper fare. A reasonable effortwould encompass the following:· · Watch fares as they appear in the inspection windowand farebox digital readout61CUSTOMER SERVICE

CUSTOMER SERVICE··When a customer has no fare, or not enough cash fora full fare, inform them of the correct amount, if youfeel it is safe to do so. There will be times when acustomer has forgotten or misplaced their wallet orbus pass. If this is a one-time occurrence, you canoffer the customer a ride and a transfer if requested.This will help the customer out of a problematicsituation and lower the possibility of a fareboxconfrontation. It also helps the Operators of busesthat follow by not presenting them with unexpectedproblems. Mention to the customer that you aremaking a special effort and that this is a one-timeonly courtesy. Report all insufficient payments bypressing #1 on your GFI Farebox (See GFI Reportingin Section 4.7). If the customer is a chronic fareevader, permit them to ride if their behaviour doesnot represent a threat to you or your customers.Make it clear that you are required to report it toyour Supervisor and do so immediately by radio.Follow your Supervisor’s instructionsThese steps define “reasonable effort.” Additionalpressure or excessive arguing is consideredbeyond a “reasonable effort” and could lead to anunnecessary confrontation.The customer must deposit all fares in the fare-box,show you a transfer or swipe their pass in such away that you can check its validity. For your ownprotection, do not accept a cash fare from a customeror attempt to make change. The only time you shouldconsider handling cash would occur when a customerwith a disability requests assistance.At the beginning of each month you will experiencecustomers who have forgotten to purchase their newmonthly pass. Ask the customer for the expired passand allow the customer to ride. Return the pass toDepot at the end of your shift, or inform your reliefdriver to hand it in at the end of the day. The customermay insist on keeping the pass, to be used as a taxreceipt or admission to a recreation centre.4.5 Transfers/Fare ReceiptsA transfer enables a customer to transfer fromone route to another at no additional fare providedthe customer has paid proper cash or ticket fare.Some customers use the transfer as a receipt forbusiness purposes. For that reason the officialname is “transfer/fare receipt.”Issue the transfer at the farebox when the customerpays the fare. If someone forgets to obtain a transferupon fare payment and then returns for one, issuethe transfer and advise the customer that in thefuture he/she should obtain a transfer at the timeof payment.The transfer is issued to allow continuous travelfor the customer who paid the fare and is nottransferable. When you pick up your bus at the depot,make sure you take enough transfers to cover theentire day.Cut the expiry time at one hour after your arrivalat the terminus. For example, if you are to arriveat your next terminus at 17:40, cut the transferto expire at 18:45. In some cases a customer maypresent a transfer to you with excessive time (overtwo hours) on it. If you deem it a safe situation,advise the customer of the mistake, take the transferand issue another one with proper time.If a customer presents an expired transfer as a fare,take the transfer from the customer if safe to do soand inform them that it has expired.For transfer conditions and restrictions, refer to theback of the transfer.CUSTOMER SERVICE62Back toTable of Content63

CUSTOMER SERVICE4.19 Delays and DetoursThere are many factors during your day – trafficdelays, motor vehicle incidents, heavy customerloads, detours – that can cause you to fall behindon your schedule. If you are late by 10 minutes ormore, contact Control to assist you in returning toschedule. Control may also notify Depot andCustomer Information so they may advise customersof the service disruption. Do not short turn your buswithout first discussing it with Control.Some systems may not have on-road TransitSupervisors. In that case, check your Depot officefor the proper procedures to follow if you fall behindon your schedule.4.20 Bus Stop and Road MaintenanceWhen you encounter a bus zone or road surfacein need of repair (e.g. missing post, defaced ormissing sign, damage to shelter, uneven roadbed,potholes etc.) contact Control so they caninvestigate further.4.21 Overload ProceduresOverloads are assigned to run with the regularlyscheduled buses on busy runs. Their purpose is toavoid customer pass-ups during peak times andhelp the regular Operator maintain a properrunning time. It is important that you and theother Operator(s) pace yourselves within areasonable distance of each other. When busesoperate with too much separation, customersseeing one bus pass by a bus zone withoutstopping may not be aware another is followingand may assume their bus left early.4.22 Request Stops (If Applicable ToYour Property)In some transit systems throughout BC there is aRequest Stop Policy. After 19:00 hours customerswho feel their personal safety is at risk can requestthe Operator to allow them to exit the bus at apoint between bus stops. Accommodate this requestonly if it is safe to do so. A customer who requiresthe ramp should be let off only at accessible stops.78Back toTable of Content4.23 Refusal to Carry CustomersYou may encounter customers from time to time whoare guilty of abusive, disorderly or dangerous conducton your bus. If in spite of your best efforts theycontinue to behave inappropriately you have theauthority under the BC Transit Act to requesta customer to leave the bus. Refusal becomes anoffence under section 6(2)(a)(b):“Where a person does not obey a sign or comply withthe rules when required to do so by a transitemployee acting in accordance with subsection (1)any transit employee may:(a) refuse that person permission to enter the transitvehicle or other transit property, or(b) order that person to leave the transit vehicle orother transit property.”A person refused entry, or caused to be removedfrom the bus, must not be left at a point wherethey are likely to be exposed to danger. Use extremecaution during cold or inclement weather, late atnight or when the person is intoxicated. Intoxicationalone is not justification for refusal or removal.Removal of an intoxicated person is only justifiedwhen that person is abusive or causing a disturbanceto you or other customers.Youths, persons of unsound mind or personsunable to take care of themselves must not beremoved from the vehicle unless placed in thecare of someone who can assume responsibility,such as Transit Supervisor, Security Safety andTraining Officer, police or medical personnel.The BC Human Rights Act states that, in general,no one shall discriminate against anyone withrespect to any service customarily available tothe public because of race, colour, ancestry, placeof origin, religion, marital status, family status,physical or mental disability, sex or sexual orientationof that person. This means that BC Transit and itsemployees must not discriminate against anyintending customer in providing public transit(e.g. refusing to carry a customer).All instances in which a person is refused entry toa bus or who is ordered removed must be reportedto Control immediately. It is likely there will be somefollow-up on the incident. Fill out an incident reportas soon as possible while it is still fresh in your mind.If at all possible, try to obtain witness statements orcontact numbers.79CUSTOMER SERVICE

CUSTOMER SERVICE4.24 Leaving Bus Unattended with CustomersOn BoardYour customers want to travel to their destinationwith minimal delay. Do not stop on route toobtain food or beverages if it results in a delaythat inconveniences customers or creates safety oroperational problems for other Operators.There will be times when you will have to leaveyour bus along the route. When this occurs andyou are operating a New Flyer or Nova:··If there are no customers on board, leave the airon and shut the doors from the outside··If there are customers on board, blow the air offthe doors and advise your customers that you willbe leaving the bus for a short period. If they haveto depart, they may push the doors open. Ask themto close the doors after they leave the busIf you are operating a Double Decker or Dart:··If there are no customers on board, leave theair on and shut the doors··If there are customers on board, advise themthat you will be leaving the bus for a shortperiod, and leave your front doors openYou are responsible for ensuring your bus isadequately secured. To remove the temptationof theft, take with you all your transfers andpersonal belongings.Section 5Basic Rules:Mandatory AdherenceThis handbook has been written to assist youin your duties as an Operator. In many cases,suggestions are offered to help you in yourdecision making while on duty. You areencouraged to use your own professionaljudgment, as it is almost impossible toprovide detailed instructions for everypossible incident you may encounter.Always remember: when you make ajudgment call, make it for customer safety.However, there are some things forwhich there is no room for discretionaryjudgment. There are some basic rules, whichare almost entirely black and white, anddeviations from these rules are not acceptable.The following are the most serious.80Back toTable of Content81BASIC RULES

BASIC RULES5.1 LicenceYou are prohibited from operating a BC Transitvehicle without a valid or appropriate driver’slicence. You must notify a Manager if your licenceis suspended for any reason, and you will not bepermitted to operate a transit vehicle while undersuch suspension.5.2 IntoxicantsIntoxicants obstruct your ability to operate avehicle safely. You must not report for work orperform your work while under the influence ofany intoxicant. You cannot bring intoxicants intoor consume intoxicants on BC Transit property.While you are in uniform, the public assumes youare on duty, or about to be on duty. Therefore,you cannot consume intoxicants in a public placewhile in uniform.5.3 HonestyBC Transit holds honesty as a key cornerstone inour interactions with customers, political leaders,the municipalities within which we operate, oursuppliers, and with each other. You have a rightto be treated with honesty. You are expectedto be honest in return. BC Transit viewsmisrepresentation, dishonesty and theft asinexcusable and serious offences.5.4 Following DirectionIn your interactions with supervisors andmanagers, your opinions and views are welcome.However, there are times when the discussionis over, and you are issued direction and you areexpected to comply. Any action of disobedience,insubordination or refusing to comply withCompany rules and regulations (provided such rulesand regulations are not illegal, do not contravenethe collective agreement, or do not jeopardize safety)is a serious offence.82Back toTable of Content5.5 Respect for Company PropertyIn order to provide transit services to ourcustomers, BC Transit invests millions of publicdollars in assets – vehicles, facilities, equipment,tools etc. You are expected to respect Companyproperty. You cannot deliberately tamper with,vandalize or destroy Company property, norcan you use Company property for your ownpersonal use, nor remove Company propertywithout authorization. You are also prohibitedfrom abandoning a transit vehicle at any time.5.6 Reporting for WorkAs part of your employment contract withBC Transit, you are expected to report forwork on time. Obviously, there will be timeswhen you cannot report, due to illness, injury,approved leave, personal emergencies etc.When such instances occur, you are expectedto notify Control as soon as possible. (SeeSection 2 for booking off procedures for illness,injury, approved leave etc.) Failure to report forwork without bona fide reasons is in violation ofyour employment contract, and is a serious offence.5.7 NeglectIt is recognized that in the course of your duties,you will make mistakes. This in itself is normally nota major cause for concern unless you are in the habitof routinely making such mistakes. There is adifference, however, between making honestmistakes and neglect (conducting yourself inactivities you know are unacceptable, conductingyour duties in an unsafe manner, repeatedly makingthe same errors after being counseled otherwise etc.)Neglect of duty is a serious offence.5.8 WeaponsYou cannot carry weapons of any kind on BC Transitproperty or while in service. Note that this prohibitionapplies to customers as well.5.9 Disorderly ConductAs an Operator with BC Transit you are a professional.You are expected by the Company and by ourcustomers to conduct yourself in a professionalmanner. Therefore, any disorderly conductis unacceptable.83BASIC RULES

This guide is also availableat www.bctransit.com/sst8485

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