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.

Aims

The aims of the workshop were to:

• Equip drivers with customer care skills appropriate for daily contact with 4 -16 year olds;
• Give drivers the confidence to carry out their role effectively
• Make drivers aware of their significance to the success of the scheme;
• Ensure that drivers understand their role and to know what to do when their job doesn't go according to plan;
• Ensure they were aware of child protection issues and how their actions may be perceived;

Metro ensures all drivers receive training prior to starting service.

Things to consider

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 certain situations.

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 audiences.

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