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9 APRIL 2014 BUS OPS arm. Be specifi c when providing direc- tions and identify architectural elements or barriers the person should consider when approaching or leaving the vehicle. • Operators must allow all service animals on board and may not ask for proof of their certifi cation. • Operators may not require a passenger traveling with a service animal to sit in a particular seat on the vehicle. • Passengers with service animals are re- sponsible for knowing the best way to position the animal on the vehicle, and the service animal may not block aisles or exits. Communication • Use person-fi rst language. For example, say "a customer with a disability" or "a pas- senger who uses a wheelchair" instead of "disabled customer" or "wheelchair user." • Speak directly to the customer rather than to their companion. • When speaking with a customer who is deaf or hard of hearing, face the person and do not let objects obstruct their view. Do not raise your voice unless asked. • Keep a pad of paper and pen on hand in case you or the passenger need to write during the conversation. Securement • ADA regulations allow transportation providers liberty to make rules concern- ing operations and safety. If your opera- tion has an established policy requiring mobility device securement, a passenger must allow you to secure their device. • Vehicle operators are responsible for knowing how to secure mobility devices, so that they can do so if requested or required by their company's policy. Op- erators must assist passengers with dis- abilities with the use of ramps, lifts and securement systems. • Operators should not lift passengers or provide physical assistance other than through the use of vehicle accessibility equipment. • The shuttle operator cannot refuse a pas- senger a ride if there is a legitimate rea- son the device cannot be secured (e.g., vehicle securement equipment is inoper- able or not compatible with a passenger's mobility device). • The size and weight of customers' mo- bility devices vary, so it is important that vehicle operators know the maximum size and weight capacities of the vehicle's lift equipment. • A vehicle operator is not permitted to require people who use mobility devices to use seat belts and shoulder harnesses unless the operator requires all custom- ers to use them. • Complete regular pre-trip vehicle safety inspections to make sure that secure- ment systems and accessibility equip- ment are in good working order. For more information, visit www.pro- jectaction.org, email projectaction@eas- terseals.com or call (800) 659-6428. A9 RACHEL BEYERLE - Easter Seals Project ACTION resources & publications manager Be patient, and allow the customer to take their time. Respond to them in a calm, professional manner. M E T 4 B u s O p s _ s e c u r e m e n t 1 4 . i n d d A 9 MET4BusOps_securement14.indd A9 3 / 1 8 / 1 4 1 1 : 0 1 A M 3/18/14 11:01 AM