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Transport Industry Case study: Transport Industry Karen Armstrong’s Safety Strategies has been training transport personnel for over 15 years, with outstanding results in assault prevention and improved customer service. Our clients Safety Strategies has provided training to over 7,000 NSW State Transit personnel and 2,000 private bus industry drivers since 1996. State Transit Authority of NSW . Dion’s Bus Service . Transit Australia Group . Blue Mountains Bus Company . Sydney Ferries . Shoal Bus Company . Country Link . Hopkinsons . Busways . Jones Brothers . Hillsbus (formerly Westbus) . Berrima Buslines . Veolia . Redbus . Forest Coachlines . Coastal Liner . Shorelink . Port Stephens Coaches . Punchbowl Bus Company . Deane’s Transit Group Refresher programs have been custom designed to address the specific needs of employees working in high risk environments and duties. Risk profile Bus drivers deal with a wide range of people in their front line role of providing transport. Their safety can be compromised by: . Aggressive passengers . Late running . Drug / alcohol affected . Conflict over fares passengers . Unpredictable attack . Mentally unstable passengers . Working late at night . Isolated / high risk areas . Enforcing rules . School students’ disruptive . Robbery behaviour . Road rage . Attack with a weapon . Objects thrown at bus Safety Strategies’ training gives bus drivers the skills to prevent, avoid and defuse these situations, and as a last resort, teaches the use of physical protection skills within a legal and professional framework. m 0408 615 559 e [email protected] w karenarmstrong.com.au Case study: Transport Industry Our solution 1. Effective, hands-on workshops In Safety Strategies’ workshops, participants learn: . communication skills to provide high levels of customer service Cost savings . increased awareness to identify early warning signs . Prior to the introduction of conflict resolution skills to defuse aggression Safety Strategies’ training . how to remain professional, calm, in control and follow in 2005, one company had organisational policies nine workers compensation . physical protection skills within clear legal guidelines claims per annum from assault. This was reduced 2. Mapping to Transport and Logistics Training Package to ZERO.as a direct result of the training. With an Safety Strategies training meets national competency standards that average claim cost of form part of Certificate 111 in Driving Operations (Bus). $36,000, the savings was in the vicinity of $324,000. We have an established track record working with several Registered Training Organisations (RTO’s) since 2000 to map, fund and deliver Safety Strategies’ training training. was conducted as part of a comprehensive WH&S Safety Strategies training has been mapped to TLIO3012A Manage campaign for over 30 bus disruptive and/or unlawful behaviour. Our training can also be readily drivers in a high risk area mapped to TLIL507D Apply conflict/grievance resolution strategies, working late at night dealing TLII1002A Apply customer service skills and TLII3009A Provide on- with large groups of drug & board services to customers. alcohol affected passengers. The complete The results cost of this training, Transport organisations benefited in many ways with measurable including wages and venue, results in the following areas: was significantly less than • Compliance with Work Health & Safety requirements one recent stress claim from an assault incident. • Reduction in ‘time lost through injury’ – both physical and stress related Another client with a • Transport and Logistics Training Package requirements workforce of over 500 • Industry contracts drivers had six assault- related injuries in the six • Industrial relations and Enterprise Agreement requirements months prior to introducing • Improved staff morale, absenteeism and turnover Safety Strategies training. • Positive public image and goodwill In the six months following • Improved customer service training delivery to the • Cost savings whole fleet, injuries were reduced to ZERO. m 0408 615 559 e [email protected] w karenarmstrong.com.au Case study: Transport Industry Survey results Over 50 bus drivers were surveyed 8-10 months after they had attended Safety Strategies’ training. “I escaped serious injury Many participants reported that being safe when dealing with aggressive directly due to several passengers was a concern when taking on this new vocation. Most participants are initially doubtful about their ability to protect themselves in points I had learned from the bus cabin when attending the workshop. your training … when the attack did occur, my block One participant’s comments and sentiments were echoed by many: was fast and effective in “When I started, I was scared, but after the training, I’m confident now spite of the brevity of the because I know what to do.” drilling we did.” (Passenger attempted to strike driver to head with a ‘cosh’ of 100% of participants reported they: billiard balls in a sock) . were clearer on what steps to take if threatened 98% of participants reported they: “If I had not done this . felt safer after participating in the training course, I would not have . felt more confident and improved their professional image known what to do or saw the problem coming.” They were overwhelmingly supportive about the preventative value of this (Passenger attempted to strike training in their daily work. driver to the head with a beer bottle) Drivers who can handle challenging situations confidently provide a safe transport service for passengers and the community. “These skills will help me on Effective safety training is an essential part of attracting and retaining a skilled workforce. the job to be more patient, in control, confident and able to defuse a situation. Excellent presentation and techniques.” m 0408 615 559 e [email protected] w karenarmstrong.com.au .
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