29 May '18, 2pm

#Pamplona Q&A with Lane Transit District GM Aurora Jackson

Most recently, we piloted a program that allows individuals, who use a service animal, to be able to board our buses without having to answer the two key questions that we are allowed to ask, which are: Is that a service animal? And, what service does that animal provide? The feedback we received from our customers and employees was that asking those questions sometimes caused friction and also led to some operational challenges when boarding; essentially slowing down the boarding process. What we did is launch a voluntary program that allows individuals that use service animals to be asked those questions privately during an in-office meeting. Once they’ve answered the questions, those individuals receive a decal that alerts our drivers that their service animal is allowed to board our buses. This ensures that the interaction between the driver and that passenger is seaml...

Full article: http://www.metro-magazine.com/management-operations/artic...

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