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On Mybus, Metro specified that the same drivers must
operate the service every day enabling them to build a relationship
of trust with the parents, pupils and schools. Drivers were a
feature that every parent rated as important as they felt safe to
allow their children aged as young as four on the bus.
Although providing huge benefits, having the same
driver everyday also comes with risks. Metro designed, developed
and delivered a training course to all drivers to ensure they
conducted themselves appropriately.
The Driver Training Workshop was designed to provide
drivers with the theory behind the project and an understanding in
the level of customer service that was required from them.
The aims of the workshop were to:
Metro ensures all
drivers receive training prior to starting service.
Metro initially delivered the course over two days
in the school holidays so it wouldn't affect school run
commitments. The course was then reduced to one day to reduce costs
and use of resources. Drivers may be resistant to learning and feel
out of their comfort zone in a classroom environment. The course is
delivered in an informal style and drivers are free to contribute
their experiences and offer advice to each other on how to react in
Drivers must be trained prior to going out on
service. Organising courses when the scheme is being introduced is
easy as it's possible to train a batch of drivers at one time.
However significant driver turnover poses a training resource
issue. Metro overcame this by training the operators to deliver
training and monitor its effectiveness via an on-line test.
Child protection is vital element of the training.
Pupils are being placed in the sole care of an individual and it is
vital that person is suitable. Due to the nature of the work and
access to young people, the role may be appealing to unsuitable
individuals. Discussing this as part of the course helps provide a
barrier to unsuitable candidates and makes drivers aware that
sometimes innocent actions could be misinterpreted by different
Back to main page: How to develop a
Dedicated School Bus Scheme