Summary of the Personnel Training for the Assistance of Travellers with Disabilities: A Guide

1. Purpose

The Accessible Transportation for Persons with Disabilities Regulations (ATPDR) require that transportation service provider personnel receive proper training to ensure that persons with disabilities have equal access to transportation services and receive the assistance they require to meet their disability-related needs in a manner that is safe and respects their dignity and autonomy. This is a plain language summary of the Personnel Training for the Assistance of Travellers with Disabilities: A Guide; which explains the obligations of transportation service providers regarding the development and implementation of training programs in respect of persons with disabilities. More detailed information can be found in the original guide.

2. Personnel required to be trained

Most federal transportation service providers, terminal operators, the Canadian Air Transport Security Authority (CATSA), and the Canada Border Services Agency (CBSA) are required to train their staff and contracted personnel on how to assist persons with disabilities. This includes personnel such as:

• Reservation agents, check-in agents, gate agents and flight attendants;
• Personnel who handle mobility aids;
• Personnel who develop policies or operational manuals regarding the requirements of the ATPDR;
• Personnel who participate in making decisions related to the transportation of persons with disabilities, such as executives, managers, supervisors and pilots;
• Third-party contractors who provide wheelchair assistance at terminals; and
• Third parties that have entered into an agreement or arrangement with the carrier or terminal to provide services on their behalf, such as taxi and car rental companies.

3. Contents of training

All personnel who are required to be trained must receive training that is based on the principles of dignity, equal opportunity, and barrier-free access for persons with disabilities.

The training must provide personnel with knowledge and skills to identify barriers to equal access to transportation services, to identify the various types of assistance that may be needed and the means to provide this assistance, including knowledge of commonly used assistive devices, and methods of communication such as sign language, augmentative or alternative communication systems, and use of clear, concise and plain language.

Training must provide personnel with an adequate level of knowledge in respect of the role of a support person and the role and needs of a service dog.

Training must be tailored to ensure that personnel receive training appropriate to their jobs to perform duties that are required by the ATPDR. For example,

• personnel who provide physical assistance must be trained in safely manoeuvring mobility aids and in appropriate lifting techniques to safely perform a variety of transfers;
• personnel who handle mobility aids must know how to transport, store, disassemble and reassemble mobility aids;
• a flight attendant must know how to help with accessible on-board entertainment systems; and
• staff required to help with special equipment must know how to use, and how to assist the passenger in using, equipment such as telecommunication devices for persons who are deaf or have any other hearing impairment, or lifts or ramps and other devices designed to assist with moving between levels in a terminal or on transportation equipment, or accessible automated self-service kiosks.

4. Timelines for training

Personnel must receive training that meets the requirements of the ATPDR within 60 days of assuming their functions. Until they receive the training, they must be under the direct supervision of a person who has already completed the training. Personnel must receive refresher training at least once every three years.

5. Duty to inform personnel of new developments impacting persons with disabilities

Transportation service providers must, without delay, inform all relevant personnel of any changes to services, facilities, technology, and policies and procedures that impact persons with disabilities and include these changes in the refresher training provided to personnel.