Customer Service/Teams Flashcards
What does the equal opportunity act prevent from people from being discriminated about?
- race
- religion
- sexual orientation
- gender
- age
When must a driver make PA announcements?
- pre-departure announcements from terminating locations, including Flinders Street
- when train is delayed by 2 minutes/stopped in a section for more than 2 minutes
- when automated announcements aren’t working
- during times of major disruptions over an extended period (every 5 minutes)
- when there are planned/unplanned closures of lines
- altered stopping conditions
- transposals at Flinders Street
- incidents/damage that will prevent passengers from alighting correctly at a station
- when leaving the cab for any reason
What information must you provide during a pre-departure announcement?
- destination
- stopping conditions
Who does a driver receive a transposal from and how can they receive it?
Train control:
- ovet the DTRS
When must you announce delays to passengers?
After 2 minutes, then every 5 minutes from then
Who is a person with special needs?
- a person who, because of age, disability, illness or pregnancy has a special need to travel in a seat
- their carer
Where should special needs passengers stand to board?
3 or 6 car mark (depending on train length)
Whay must you do when assisting a special needs passenger?
- ascertain how they say YES and NO
- figure out which station they are trying to get to
- use a note pad to write down where they are getting off so you don’t forget
When might a ramp be used?
- wheelchairs
- walking frames
- crutches
- prams
- mobility aids
Where are the primary saloon doors located?
- comeng and x’trapolis = Doors 1 and 6
- siemens = Doors 1 and 4
Where are the secondary doors located?
- comeng and x’trapolis = Doors 2 and 5 on Leading Motor Car
- siemens = Doors 1 and 4 on Leading Centre Motor Car
How do you secure a train at a terminating location when detraining a special needs passenger?
- comeng = brake controller in emergency
- siemens and x’trapolis = press emergency stop button
What must be done if a ramp is defective?
- Swap it with a ramp in a centre motor car
- report it to train control as per FMP
Can station staff assist with deploying ramps?
Yes
What steps are taken after a near miss incident?
- brake handle to emergency, bring train to a stand
- “am I ok to continue?”
- TEC call (possible REC)
- if not ok, ask for relief
- if ok, continue at reduced speed until you feel more comfortable
- if not ok at Flinders Street, DAO will cover your shift
- submit incident report at end of shift
What should you do if there are unruly passengers?
- get yourself to a safe place (lock yourself in cab, go into station building)
- contact train control so they can send appropriate assistance required
What are the 3 types of dangerous goods signs drivers will most likely come across?
- red = flammable
- orange = explosive
- green = non-flammable/non-toxic gas
What are the 5 steps taken when dealing with a dangerous goods incident?
- REC call
- TDN, origin/destination, location
- Nature of emergency
- Emergency response (state items on placards/hazchem codes)
- ID any additional hazards
Where is dangerous goods documentation kept on:
1. Trains
2. Trucks?
- White vinyl bad with red lettering in leading cab
- Driver’s side door pocket
What must be done if someone tries to board a train with flammable/combustible goods or containers?
- ask them to leave the train
- inform metrol
Whay precautions must be taken when a train is involved in an accident with dangerous goods?
- stay upwind
- don’t touch anything
- don’t breathe in any gas/fumes etc.
- ensure there are no sources of ignition
What is the initial action when dealing with a minor spill?
- check vehicle for a spill kit
- notify train control
- ensure drains and water courses are protected from any runoff
Are you required to assist any injured persons?
No
What are the 8 steps when dealing with an emergency situation?
- Contact train control and secure the train
- Protect adjoining lines
- Make PA announcements
- Ask for assistance
- Preliminary breath test - stay in cab when doing this
- Make a police statement
- Getting relief
- Transportation from the scene
What are the 6 steps when protecting adjoining lines?
- REC call
- Red marker lights on front of train
- Flash headlights on and off
- Use short sharp whistles to alert oncoming trains
- Display red flag on front of train
- Fitting emergency track circuit jumper cable
What information do you provide in police statement at the scene?
- all of the above
- do not tell them your speed, they can get this when looking at VICERs log/report
After how long must passengers be detrained if the train cannot be moved?
- inside the MURL = 15 minutes
- outside the MURL = 30 minutes
What must be ensured when detraining passengers?
- personal safety
- safety of passengers
- safety of metro assets
- move passengers away from protected sites (as per Environmental Protection Amendment Act 2018)
How do you detrain a passenger with special needs during an emergency?
- move them to a safer part of the train
- notify train control and emergency services of them so they can bring appropriate equipment to detrain them
- DO NOT remove the passenger without emergency services assistance
What methods can be used to resolve a misunderstanding in the workplace?
- have an understanding of cultural awareness
- deal with cross-cultural barriers
- ask for assistance from manager, supervisor or co-worker
How do you deal with workplace conflict?
Identify difficulties and take action to rectify situation
The resources and procedures you can introduce to a workplace to support colleagues in resolving work difficulties?
- clearly defined roles and responsibilities
- clearly defined conflict resolution processes
- play the role of mediator
What makes a team work well?
- good and effective communication
- team heading in one direction and understanding goals that have been set
- understand and recognise the viewpoints of others
- build strong interpersonal relationships
- communicate proactively
- positive attitude
- trust amongst the team
- understand team members strengths and weaknesses
What are the basic principles/techniques of group dynamics?
- no barrier between leader and team members
- communication
- forming
- storming
- norming
- performing
- adjourning
What are the basic principles/techniques of motivation?
- teams work better where team leaders have actively consulted with team members
- encouragement
- responsibility
- constructive criticism/feedback
What are the basic principles/techniques of negotiation?
- discussion
- planning
- input
- transparent
- honest
- followed up
What are MTMs company values?
- zero harm
- caring
- one team
- dependable
- make a difference
Where can you find MTMs policies/procedures?
The Depot
