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West Virginia NEMT Driver/Attendant Training Course WV Bureau for Medical Services

1AgendaWelcomeAmericans with Disabilities Act (ADA) & civil rightsCustomer service standardsPassenger & wheelchair securementDriver and Attendant SensitivityCode of conductEmergency situationsRecordkeeping

2Welcome to MTM Driver TrainingTraining for transportation providers & driversEnsures credentialing complianceHelps drivers provide safe & courteous serviceContractual requirement for all drivers & attendants serving West Virginia Medicaid MembersDrivers & attendants must complete training prior to taking MTM-assigned tripsAnnual training & re-certification thereafter (Expires 1 year after completion date of training)3ADA & Civil rightsADA & Civil RightsCivil Rights Protection for Over 50 Million AmericansADA: a civil rights law enacted by Congress in 1990Prior to ADA, inaccessible public transit created barriers to active, productive lives for 43 million Americans with disabilities Individuals with disabilities were excluded from the workplace, schools & participating as contributing community participants. ADA gave individuals with disabilities the same opportunities as others5ADA & TransportationADA definition of person with a disability:Individuals with physical/mental impairments that substantially limit one or more major life activitiesIndividuals with a record of such impairment

Individuals regarded as having an impairmentAddresses transportation provided by public entities & private entity systems

6ADA Training RequirementsTransportation Providers must be trained to:Operate vehicles & equipment safelyProvide required level of serviceTreat passengers with disabilities in a respectful & courteous way

7ADA Service RequirementsAnnounce stops on requestPermit service animals to accompany passengersPermit passengers to travel with assistive devices (respirators, portable oxygen, etc.)Make appropriate use of accessibility-related equipmentProvide adequate time to board & exit

Other ADA RequirementsDrivers may not:Discriminate in connection with the provision of transportationDeny service if the passenger is capable of using itRequire use of designated priority seatsImpose special charges based on disability, gender, religion, national origin, race, English-proficiency or ageRequire or unreasonably deny an escortRefuse service solely because the passengers disability results in behavior that may offend, annoy, or inconvenience you9Other ADA RequirementsIt is not discrimination to refuse service if the passenger engages in violent, seriously disruptive or illegal conduct

Customer service standardsCustomer Service StandardsAt all times, drivers must:Provide high quality service for all Members regardless of age, ability, or disability

Operate vehicles & equipment safelyAssist & treat Members in a respectful & courteous way

12Customer Service Standards: CommunicationUse appropriate & professional languageAccurate & specificEmphasis on the Member first

Customer Service Standards: IdentificationWear or have visible an easily readable official company identificationProperly identify & announce presence at the entrance of the building at the pick-up locationThe required wait time is 5 minutes after the scheduled pick up time

Customer Service Standards: AssistanceExit the vehicle to open & close doors when providing assistance to passengers entering & exiting the vehicle Provide assistance as necessary to & from the main door of the pick up and drop off destinations

Customer Service Standards: AssistanceWhen providing assistance,Ask permission first, do not touch Members except as appropriate & necessary. Necessary scenarios include:Assistance into & out of the vehicleHelping Member into a seatSecuring seatbeltsRendering first aid & assistance

Customer Service Standards: ComfortMaintain a comfortable interior cabin temperature while vehicle is occupied by a Member or escort

Customer Service Standards: SafetyNever use a cell phone while driving, unless it is operated as a hands-free device

Never text while drivingDo not wear any type of headphones while on duty

Assisting Passengers with DisabilitiesPassenger Securement: BoardingProvide adequate support & visual/oral directionsApplies to the movement of wheelchairs & mobility-limited Members as they enter & exit the vehicle using a wheelchair liftDrivers are to secure the child safety seats to the vehicle. The parent is responsible for securing the child within the child safety seat. Prior to allowing vehicle to proceed, confirm that wheelchairs are properly secured & that all Members are properly seat-belted or secured/ restrained in their mobility devicePassenger Securement: Exiting Assist Members in exiting the vehicle & moving to the building entrance of the destination

Passenger Securement: Wheelchair SecurementProviders cannot deny service on basis of difficulty in securing a wheelchairPermit standees to use liftRegardless if they are in a wheelchair or not

Passenger Securement: Lift & Ramp Use

Mobility devices must fit on the lift or ramp & within the envelope of securement

Only the vehicle operator should control the lift

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Passenger Securement: Wheelchair Securement

Four-point floor securement system MUST be used to secure wheelchairs & other mobility devicesEach securement location must have a three-point passenger restraint system

24Passenger Securement: Lift MaintenanceRegular & frequent lift maintenance programs must be developed & institutedReport non-operating lifts as soon as possibleEvery effort must be made to repair lifts before the next day of service

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Wheelchair Securement: Transfers

Transfer from wheelchair to vehicle seat can be recommended but not requiredAssistance in transferring to a seat is required even if driver must leave his/her seat to do so

26Passenger Securement: StorageStore mobility aids & folding wheelchairs for Members Secure in trunk or tied down to avoid movement during transportDrivers & attendants are not responsible for Members personal items

Driver & attendant Sensitivity Conduct: SafetyConfirm that the Member is safely inside their destination before driving away from the Facility or Residence.

Conduct: SafetyProvide an appropriate level of assistance to a Member when requested or when necessitated by the Members mobility status or personal condition, including Curb-to-Curb, Door-to-Door and Hand-to-Hand assistance, as required.Prevent the Member from crossing streets to reach the entrance of their destination.

Conduct: Food & BeveragesNever eat or consume beverages while in the vehicle, involved with Member assistance, or in the presence of Members

Conduct: SmokingNever smoke while in the vehicle, involved with Member assistance, or in the presence of Members Including when a Member is not present in the vehicle, with a visible interior sign that states: NO SMOKING

No Smoking signs shall be visible to all passengers

Conduct: Drugs & AlcoholNo driver or attendant shall use or be under the influence of alcohol, narcotics & illegal drugs or drugs that impair ability to perform while on duty

Emergency situations

Responding to an Emergency

Provide leadership to passengersPassengers will look to you for help & directionRemain calmProtect yourself, passengers & the vehiclePrevent injury & death to anyone involved in the situation

35Responding to an EmergencyDetermine what happened & what actions/inactions will protect the safety of people & propertyReduce vehicle & other property damageAvoid unnecessary liability claims

Responding to an EmergencyReport incidents & accidents immediately or as soon as is it is safe to do soNotify dispatch & your supervisor of all emergency situationsContact emergency services as necessaryDial 911 for immediate assistance

Reporting Emergency Situations to MTMFile a police report if necessaryDocument the situationReport by using MTMs Incident/Accident Form (Attachment A)

Attachment A: Incident/Accident Form

39Accurate RecordkeepingRecordkeeping: Trip DetailMTM authorizes a trip when a Members service eligibility is verifiedEach trip is assigned a unique number that is communicated on the Trip Sheet (see Attachment B)Round trip assignments will use the same number A at the end of the number signifies the to leg (i.e.: WVBA14117898A)B signifies the from leg (i.e.: WVBA14117898B)41Attachment B: Sample Trip Sheet

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Recordkeeping: Trip Logs & Signatures

MTM must receive clear trip documentation to verify Member attendance & pay claimsCritical Daily Trip Log (see Attachment C) items:Trip numbersDrivers license numbersLast five digits of Vehicle Identification Numbers (VINs)Pick-Up & Drop-Off (PUDO) times (4 times per a leg)Signatures and Odometer Reading

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Attachment C: Daily Trip Log

44Daily Trip Log At a minimum, the log must show notes in the case of cancellations, incomplete requests, and no-shows.ClosingThank you for your participationCongratulations on completing the MTM Driver Training Course!