Introduction

Action Ideas That Work

Volunteer Driver Training Program
    Welcome / Introduction
    Who Are We Serving,
    Who Are We
    Challenges for Caregivers in
    Regards to Transportation
    Potential Challenges for
    Volunteer Drivers
     - Listening
     - Communication
     - Sensitivity
     - Preventing Agitation
     - Dealing with Agitation
     - Providing Physical Assistance
     - Boundaries
     - Safety Considerations for
       Volunteer Drivers
     - Emergency Procedures
   Transportation Specifics
   for Leaders
     - Risk Management
     - Insurance for Volunteers
     - Insurance and Liability
       Concerns
    Materials Needed to Teach
    Conclusion

Resource Sheets

Resources / Links

Transportation Specifics for Leaders

When advertising

1. tell of the tremendous need that exists in your community
2. state your mission
3. demonstrate that your program is viable
4. let them know the benefits to them as the volunteer: help others, do something meaningful, and give back to the community.
5. offer incentives, i.e. Flexible program with a modest time commitment.
   set limits for riders (Passenger responsibilities).
6. let volunteer drivers know that saying no to a request is okay.

Management of volunteer drivers

1. regular meetings or monthly written communication
   – emphasize your organizations mission.
   – Clearly articulate drivers’ roles and responsibilities; reiterate that they are not required to do anything beyond what is written as their “to do” in the Code of Conduct.
2. allow problem solving and discussion as a group, embracing their input by incorporating their ideas as much as possible.

Recommended Driver Selection Process

As a provider of services to vulnerable populations, it is the organization’s best interest to follow a documented selection process. While organizations may need to tailor their process based on specific circumstances and constraints, the following process may be helpful as a starting point.

1. A position description (see Volunteer Driver Position Title) is developed by the organization as well as screening criteria (see Driver Disqualification). NOTE: Your insurance provider may establish minimum standards for drivers, although your standards are likely to be higher.
2. Position description and application are distributed to prospective volunteers.
3. The Transportation Coordinator separates applicants into two categories: meets minimum requirements and does not meet minimum requirements. Applicants in the latter category are informed that they do not meet the minimum requirements and are therefore no longer under consideration. The Transportation Coordinator reviews the applicants in the former category and selects the top group of applicants for interviews.
4. Transportation Coordinator conducts interviews with applicants that meet the minimum requirements and decides which applicants will be offered positions in the organization. Those who are not selected are notified. Those who are selected go through training which includes the Code of Conduct, potential challenges, safety considerations, etc. Those persons who wish to continue the process to become a Volunteer Driver are notified that their hiring is subject to satisfactory review of their current DMV record check, and a criminal background study, as well and their ability to provide proof of current insurance for their vehicle.
5. The Transportation Coordinator reviews the results of the background checks and determines which applicants meet the organization’s requirements and which do not. Persons who meet the requirements are offered volunteer positions. Persons who do not are notified of the transportation program’s decision. Driver files are created (see below) for all new drivers, with a note containing the fact that their records were checked, the date of the check, and that they met the organization’s criteria. Results from reporting agencies are destroyed.

Driver Disqualification

Complete, objective, written documentation is an essential part of any disqualification process. Programs must be able to objectively defend their decisions when challenged. Disqualifications that prevent “hiring”, include but are not limited to:

• Not in possession of a valid, appropriate drivers license and / or insurance.
• Physical restrictions preventing safe and proper handling of riders based on essential job functions listed in the job description.
• Criminal history includes disqualifying crimes.
• Reporting to training/ work under the influence of a controlled substance, alcohol or medications that affect driving abilities.
• Unwillingness to perform essential job functions or requirements (see Code of Conduct).
• Negative feedback from references.

Records

Maintenance of volunteer records is a necessary administrative component of a transportation program. Volunteer records are not only important to have on hand for reference and for the signed forms, but they are also important to have in order to limit your exposure in terms of liability. For instance, it is helpful to have training checklists, signed Codes of Conduct and trip reports on file to refer to if procedures are in question. Following are some of the volunteer records that are helpful to keep on file:

• copy of drivers license
• copy of auto insurance
• training checklist (see example below)
• signed Code of Conduct
• criminal background check
• signed private vehicle registration
• trip reports

Training

It is the responsibility of a volunteer transportation program to provide training for its volunteer drivers. This is important in terms of both reducing the likelihood of accident and inappropriate conduct, as well as equipping volunteers with the information and tools needed to be successful in their new driving role. Training is most effective when it is structured for, and tailored to, the duties listed in the volunteers’ job description and their Code of Conduct. It is a good idea to give drivers information to refer back to after the training session.

Training curriculum options other than what is listed here can be found on the following websites:

Agency Council on Coordinated Transportation

CTAA Passenger Service and Safety Certification Community

Volunteers give of their time and themselves. Recognizing your volunteers and their contribution is of utmost importance. This can be accomplished through efforts such as:

• holding special events in their honor
• nominating them for awards made available for volunteers at the local and national level
• providing training, outings and relevant learning experiences
• giving certificates of appreciation and offering feedback
• Verbal/ written appreciation

Criteria for Driver Suspension or Termination
Occasionally (see Violation of Codes), a volunteer will be unable to successfully comply with established Codes of Conduct, or will fail to maintain prescribed rider relations or safety standards. When verbal and written warnings are not heeded, more serious steps such as driver suspension or termination may need to be taken. The Agency Council on Coordinated Transportation states in it’s resource “Volunteer Drivers: A Guide to Best Practices” Oct. 2002:

Driver Suspension or termination (including but not limited to):

1. any time a current driver does not meet the requirements to be a new driver
2. Theft
3. violence
4. reporting to work under the influence of a controlled substance, alcohol or medications that affect driving abilities, based on the standards of the Drug Free Workplace Act.
5. reporting to work under the influence of medication that has not been reported to and approved by the sponsoring organization.
6. violations of the Drivers Code of Conduct
7. Suspension of or loss of driver’s license or insurance
8. violation of program confidentiality policies.
9. repeated collisions or a single serious collision

On the rare occasion that a volunteer is involved in an accident while driving for the program, the following procedure is recommended:

Review Process:

1. The Transportation Coordinator receives notification of the accident. The Transportation Coordinator requests a written explanation about the accident.
2. The Program Coordinator reviews the driver’s file and accident information and makes a recommendation on the driver’s continued eligibility or the need for additional training, possibly defensive driving.
3. When reviewing eligibility, the Transportation Coordinator considers driving-related complaints or the need for additional training. The suggested maximum is three complaints or fewer, based on the severity of complaints.
4. The suggested method of reviewing complaints is to randomly call other riders for comments on the driver being reviewed. Riders
   Eligibility/ Need: In many cases, an initial passenger registration is completed over the telephone. Information is mailed to the rider, including passenger responsibilities and a survey for post-ride.

Feedback (survey): when a rider grievance is made, it is recommended that an incident report should be completed, action steps noted and kept on file. It is also suggested that periodically (every 3 months, every 6 months, every year), a survey be sent to riders.

Target Audience

Older persons, people with mild to moderate disabilities. Also can “advertise” with family, physician office staff, caseworkers.

Volunteer Driver Checklist