As a driver of persons with disabilities,
you need to be aware of the unique
needs of your passengers, who may
range from young children to senior
citizens. As their needs may be related
to cognitive, developmental, sensory or
physical disabilities, you will want to be
familiar with ways you can provide the
best customer service for the different
disabilities. For example, frail seniors and
those with reduced mobility may have
health conditions that affect their balance
and lead to unsteadiness or falls.
It is also important to be sensitive to
your client’s personal space. Drivers
should recognize that some people
may feel uncertain if they are in a new
It is important to communicate with
your passengers by responding to each
person’s needs. As disabilities can
affect an individual in different ways at
different times, never assume you know
an individual’s needs without first asking.
Above all, be patient, courteous and
understanding of your client’s needs.
General rules for
• Take time to discover each person’s
preferred method of communicating.
Whenever possible, communicate
directly with the person with the
disability before addressing an
• When meeting a client for the first time,
it is important to review the process
that will be followed to transport the
individual. This way the client will
be reassured and understand
what is happening.
• When talking for any significant time to
those using wheelchairs or mobility aids,
place yourself in front of them, at their
• Offer to people who can walk
assistance when it looks like it is
needed, but wait until your offer is
accepted before you help.
• When assisting people who are visually
impaired, it is important you identify
yourself. Offer to help by saying
something like, “You can take my arm”
or “May I help/guide you”. If your help is
accepted, let the person being guided
take hold of your arm.
• When assisting passengers who are
hearing impaired, gesture with your
hand or touch their arm lightly to get
General rules for
• Make sure passengers are properly
secured in the vehicle (both seated and
• Drive smoothly, avoiding sudden
stops, starts and swerves that may
cause passengers to shift or lose their
balance. Ease around corners.
• Maintain a comfortable temperature and
air circulation inside the vehicle.
• Keep the noise level in the vehicle,
including music or radio, to a level
comfortable for your clients.