Victoria Garcia, Accessibility and Communities Officer at Brighton & Hove Bus Company and Metrobus, outlines to Jade Smith how the operator ensures its services are available for everyone
Imet Victoria at Brighton & Hove Buses’ (B&H) office in Hove. She was immediately welcoming and gave me a tour of the depot, even promising me a ride through the bus wash as that is still something on my bucket list.
It was clear Victoria is passionate about her role and the importance of accessibility in buses. She went into detail about how she ensures that the bus is a welcoming and easy-to-use mode of transport for all.
Victoria Garcia
Victoria said that she’d been around buses her whole life as her family was involved in the bus industry “I spent my childhood immersed in buses as my family were involved in them and now I live and breathe them,” Victoria enthused. “I don’t drive due to my heart machine and having epilepsy, so I get the bus everywhere. As I’m a passenger I know how our customers feel, which I think is vital to fully understand the business. [wlm_nonmember][…]
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“I came into the industry by accident eight years ago. I was only supposed to be here for six weeks to help answer the phones in customer services and I stayed on after I fell in love with it. Within two and a half years I was running customer services and now eight years on I’m the Accessibility and Communities Officer. My mother was in a wheelchair towards the end of her life, so accessibility has always been important to me.”
Victoria’s role involves leading all aspects of accessibility for B&H and Metrobus. She said: “It’s all about ensuring our buses are accessible for everyone, because at some point everyone is going to be affected by it, through disability, injury or pregnancy, for example. I look at the different ways that we can help with that.
“Every day is different in my role. I do garage tours for school trips, carry out confidence-building exercises, liaise with national and local charities, go to events to promote our work and come up with new ways to ensure every passenger feels comfortable using our network.
“I love my job. I get to meet so many different people from our customers to people working in various charities. I’m dealing with a variety of aspects and am not restricted within my role: Martin Harris, the Managing Director of B&H and Metrobus, has been so supportive and lets me take my own direction with everything.”
Victoria emphasised the importance of looking at the smallest, simplest things: “For example, we’re not making it compulsory to have a title on the Helping Hands cards anymore. Something simple like that means that more people feel included and safe to travel with us.”
Accessibility in B&H
Victoria’s role was created because four years ago – whilst working in customer services – she received a call from Sue, a blind lady who was very upset about an experience she had on the bus.
Victoria took up the story: “Before all our buses were fitted with Audio-Visual (AV) technology, Sue was travelling with us and the driver had forgotten to tell her when her stop was. A lot of people say they understand if a driver forgets as they are focused on driving a bus, but it’s how they react afterwards that matters. They need to offer assistance and ensure the individual has got the help they need. This particular driver didn’t and just let her off the bus, which was awful. This reminded her of when she lived outside of the B&H bus area where a driver had done the same thing and she was attacked, so she was understandably very upset. We spoke to the driver but it happened to her again with a different member of staff.
“I was reporting all this to Martin as he has always been directly involved with customer feedback. I told him that a lot of our complaints had been around accessibility. He made what I believe to be a very brave decision – to move me out of customer services to be a customer liaison officer, before becoming an accessibility officer. My role was to focus on the most serious complaints and be the main contact for any customers who experienced ongoing problems to provide a personal one-to-one service.
“Sue came into our training school and met with our driving instructors which led to us training our drivers how to assist the visually impaired. Guide Dogs runs a programme called ‘My Guide’ which teaches people the best way to offer assistance. I’m fully trained as a level 3 My Guide, which means I’m qualified to train other people. All our driver trainers became level 3 My Guides so our drivers can be trained to level 1 standard.
“Guide Dogs adapted its existing techniques for bus use. Drivers can then guide people on and off a bus as well as getting them across the road. Around 200 drivers are My Guides now. We aim to have everyone trained within a couple of years.
“Sue’s story kick-started everything off – we’re now 100% AV which helps everyone, not just blind or partially-sighted people.”
Technology
B&H is using technology in various ways to make its journeys more accessible. The latest development is the installation of hearing loops on the Wrightbus StreetDecks on route 1/1A (Whitehawk – County Hospital – City Centre – Mile Oak). This links with the AV, the driver’s cab and the passenger area. The driver can make their own announcements over the bus sound system, as can the control centre remotely. The city also has 270 ‘talking bus stops’ which audibly list the next few services due and any additional announcements, such as service disruptions.
The system has recently been updated with new software so in the event of a diversion, the database can be altered allowing the stops to display the correct information. The buses listed can be removed or added according to where they will stop. The bus stop signs can also display a scrolling message at the bottom explaining there has been a diversion.
In addition to the talking bus stops, B&H is also working on making its app talk. This, Victoria said, is an example of how the firm is continually trying to improve its offering.
Wheelchair accessibility
Ashley Burrows, GPS Engineer at B&H, kindly provided us with a quick trip in one of the buses delivered in July, a Mercedes-Benz-powered Wrightbus StreetDeck.
B&H works closely with organisations such as Guide Dogs, Age UK, Action on Hearing Loss, Alzheimer’s Society, Grace Eyre, Blind Veterans and RNIB.
“The charities are the experts and it’s essential that we work with and learn from them to improve the service we provide,” Victoria enthused. “You have to have the three-point surround for the wheelchair. The backboard, or the ironing board as I like to call it, the window and then normally there’s a pole. However, a lot of the time the wheelchair or scooter user will have difficulty in manoeuvring around the pole due to their turning circle. Our new pole on this bus is a pull down type, which is easy to use. Once the wheelchair user is in place, the driver simply lowers the pole and raises it again when they are ready to alight. We worked with Wrightbus and I flew out to Northern Ireland to visit the factory in Ballymena a couple of times while it was being designed to ensure it was the best for our needs.
“The build-up to getting the pull down pole was a challenge, but we’ve got there in the end. The bus is there to get everyone to where they need to be – it is a huge part of a lot of people’s lives. To then discover that someone can’t access that bus for any reason is something I find frustrating and I want to create a solution.
“The window at the base of the staircase was originally designed to allow more light to enter the vehicle, but we also wanted it so a wheelchair user can see outside that side of the bus.
“Our passengers tend to be very good in terms of priority seating – we’re very lucky in that respect. We have both a wheelchair and buggy space which is the direction we are going with all our buses to try to alleviate any problems in that area. We prefer drop-down seats for accessibility as they automatically close, so anyone using the space won’t have to move the seats beforehand.”
B&H also provides at-home scooter assessments. There is a size limit for scooters and a certain turning circle required for them to board. “Some class 2 scooters can go on buses, but not all,” Victoria explained. “All operators have the same sizing, but sometimes it’s difficult to tell. To reassure people we go out and measure the scooter and board the bus with them to build their confidence.”
Helping Hand scheme
Helping Hand is a free card that has been designed to allow passengers to discreetly and directly advise a driver of any assistance they may require. Explaining the origins of the card, Victoria said: “Drawing on his previous experience at Go North East, our MD Martin came to me about four years ago and said that there was a Bridge Card Scheme in Newcastle upon Tyne and he wanted something similar here. I took the best practice from the existing cards and went back to the charities to ask them what they wanted. This card is the result of that work.”
The front of the card displays a simple message such as ‘Allow me time to sit down’ and on the back is the holder’s name and emergency contact number, if they wish. Several charities have their own name and contact details on the back so they can distribute them to their users themselves.
The card is yellow so it can be used as a hailing card. All drivers have been trained to recognise this card and to know a passenger with such a card may need additional assistance.
Jack Fletcher, Supervisor in the Customer Service department explained more about the Helping Hands card: “We receive orders via our website or in the post through the application forms we hand out. On request a bespoke card can be made with the user’s own choice of message. We have a machine that makes the cards. Around 4,000 cards are in circulation at the moment.
“The cards have been designed in consultation with stakeholders. Guide Dogs and RNIB, for example, chose the yellow card with black text because they are the best colours for people to read. They have also helped us with the wording. ‘Please be patient with me if I am confused’ was recommended by the Alzheimer’s Society for those living with Dementia.
“For some people who have stopped travelling by bus so much, they’ve found it’s given them renewed freedom. One of the most popular cards is ‘Please wait until seated’ which is such a simple action but it means they aren’t afraid they might have a fall on the bus. The card has been particularly useful to those with hidden disabilities as they now have a simple way to explain their needs.
“It’s definitely built up confidence with our customers. It’s not the answer to everything as it has to work holistically with the other accessibility initiatives. Charities have told us our accessibility is amazing, but we feel we need to keep getting better until the day everyone can travel freely without feeling concerned.”
Although administered by B&H and Metrobus, the Helping Hand card is valid with all other bus operators in the South East and is backed by local councils. The cards can be used in other situations, for example, ‘Please face me, I lip read’ can be used in shops.
For blind or partially sighted passengers a ‘bump on’ can be added so they can feel which way the card is facing. This is a small piece of plastic which is stuck on the front top right-hand corner of the card.
“Helping Hand has been one of my favourite schemes because it has helped so many people,” said Victoria. “The card can be used anywhere – not just the bus – which helps build confidence.”
The Helping Hand scheme went live two and a half years ago and is starting to become well-known amongst charities, operators and passengers.
Victoria said that B&H is happy to share this idea and help other operators start up a similar scheme, free of charge.
Dementia Friends
Over 850 members of staff are Dementia Friends, which means they have an understanding and awareness of Dementia. B&H is aiming for all employees to be a Dementia Friend within the next 12 months.
“Our buses have dementia-friendly floors,” Victoria said. “I was at the Alzheimer’s Society Annual Conference recently and I gave a talk about good bus practice vs. bad. I used vehicles from the USA as examples – one company has recently spent several million dollars on new buses and they all have dark floors, which is a real shame as for someone with Dementia that can look like a black hole.
“Ensuring a bus’ floor is Dementia-friendly is so simple and it really makes a difference to a lot of people.”
Confidence-building and Empathy Training
Another scheme coordinated by B&H to promote independent travel, this time aimed at young adults with learning difficulties, is the Travel Buddy Scheme. They start by having a partner accompanying them until they are confident to travel on their own. Victoria said that this has also been highly successful. If the ‘buddies’ don’t already have free travel B&H will provide scratch-off tickets for free whilst they are working.
Also provides confidence-building exercises. Victoria recalled a specific example: “We had a nine-year-old who was involved in a freak accident – her glasses got caught in the bus’ closing doors which really frightened her. After that, the family couldn’t travel together by bus: the mother was having to walk her daughter everywhere while the dad took his son on the bus and it was hard for them to have family days out together.
“We worked with her for about four months, starting by bringing her to the depot and giving her a tour. She went through the bus wash, travelled on one of our open-top buses down the pier and we got her an ice cream. The aim was to try and create positive memories to associate with the bus. She now travels freely on the bus again with no problem.
“The confidence-building is also useful for blind passengers and wheelchair users that have never used the bus before. In September we have three days booked with a young man with autism. He’s nervous about starting college on his own, so I’ll be travelling with him for the first few days to and from college to build up his confidence.”
In partnership with Grace Eyre, a charity that supports adults with learning disabilities, B&H provides ‘Drama on the Bus’ sessions to help adults with learning disabilities gain confidence using the bus. This has recently expanded out to three special schools in Brighton. During the sessions a bus is taken out for several hours and scenarios are acted out based on problems individuals have had on the bus or feel nervous about so they can address their concerns.
’Empathy’ Training is given to all B&H staff, where they are asked to think how they would like their mother, father, brother, sister or children treated when boarding and travelling on the bus. They are then asked to treat passengers in the same way. Practical training days are held as part of the empathy course, which allows staff to have an understanding of accessibility issues. This includes wheelchairs being used, blindfolds and also other tools that help to have an understanding of water retention and arthritis when boarding the bus.
Taxi Guarantee Scheme
B&H offers a wheelchair Taxi Guarantee Scheme. Victoria explained: “The driver does everything they can to have the wheelchair space vacated if it is being used by anyone other than another wheelchair user, but if for whatever reason a wheelchair user cannot board a bus we offer to pay for a taxi if they don’t want to wait for the next service. Even if there’s a bus two minutes behind we still offer the taxi option. The Taxi Guarantee Scheme goes through to the control room where we can see the exact location of the bus and then liaise with the taxi firm who sends a vehicle out. Alternatively, we can inform the wheelchair user when the next bus will be along.
“Feedback has been positive. In fact, we’ve seen an increase in the number of wheelchair users travelling with us. It’s costing us around £150 a month maximum, but it’s instilled an immeasurable value of confidence.”
Everywoman Award
Earlier this year Victoria was awarded a national Everywoman ‘The Passenger Award’ for services to the customer. She was honoured at a ceremony at the Marriott Hotel in Grosvenor Square in London at the Freight Transport Association’s Everywoman in Transport and Logistics Awards – set up to recognise inspirational female role models.
Victoria said: “I’m fortunate to be in a job I enjoy. To then receive such a prestigious award for doing something I love is nothing short of striking gold.
“Really this is Martin’s accolade. The great work I’ve had the privilege of doing has been down to his desire to make bus travel easy and convenient for everyone. He’s given me the long rope to go out there and really engage with communities so we can develop the sort of bus service that our customers want and ensure our buses are accessible for all.”
Commenting on Victoria’s recognition, Martin said: “We’re not just here to provide a very good bus service but to add value to the community – of which we’re an essential part – by supporting its economic, environmental and social objectives.
“Victoria’s work has influenced and shaped not just our understanding of these communities but our role and responsibilities within it. Victoria absolutely deserves this award. She’s such a credit to the company and has earned this through sheer hard work.”
Asked about the experience of winning the award, Victoria said: “When I was told I was a finalist I felt like I had already won. I’d been asked to write a speech, which I didn’t do as I was convinced I wouldn’t win. When my name was called out, I nearly fell over!
“I felt honoured and to be surrounded by such incredible women from within the transport industry was amazing. I can see why these awards are so important, especially if it will encourage more women to enter the industry.
“The industry is very male-orientated but it is becoming more diverse. The last three years have improved in that particular department. We have a female apprentice engineer and Martin is most encouraging when it comes to getting more women into the company.”
Advice and aspirations
Asked what advice she would offer to other operators in terms of accessibility, Victoria replied: “Get out there. Ask the customers and charities what they want. We haven’t presumed anything and we don’t use tick boxes for feedback: conversations are invaluable. You may not be able to do everything that your customers want, but to do some and to show you’ve tried is really important.
“Have a look around at simple ways you can make the bus more accessible, such as dementia-friendly floors. A lot of other operators have similar schemes to Helping Hand and train their staff. Many improvements are little changes, such as looking at the design of the bus, improving the ease of boarding and alighting and ensuring there is space for a wheelchair or scooter to manoeuvre.”
As for the future, she said: “My aspiration is to keep improving accessibility in the bus industry. I want to see more people thinking about accessible travel and to increase the number of accessibility officers as I believe I am the only one in the UK bus industry. I don’t understand why this is, as it is both a company and passenger-focused role. We all know we have an aging population which will have a direct impact on loading and alighting passengers which itself will impact on scheduling and the number of buses required.”
Concluding, Victoria said: “I would like to say how wonderful Martin and my line manager at B&H have been. I’ve got amazing bosses and I think that’s what counts: if you look after your staff they look after your customers.
“I love my job and a lot of that is to do with the support, encouragement and help I get.” [/wlm_ismember]
