Customer Service/Teams

Question 1

What does the equal opportunity act prevent from people from being discriminated about?

Answer 1

• race
• religion
• sexual orientation
• gender
• age

Question 2

When must a driver make PA announcements?

Answer 2

• 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

Question 3

What information must you provide during a pre-departure announcement?

Answer 3

• destination
• stopping conditions

Question 4

Who does a driver receive a transposal from and how can they receive it?

Answer 4

Train control:
- ovet the DTRS

Question 5

When must you announce delays to passengers?

Answer 5

After 2 minutes, then every 5 minutes from then

Question 6

Who is a person with special needs?

Answer 6

• a person who, because of age, disability, illness or pregnancy has a special need to travel in a seat
• their carer

Question 7

Where should special needs passengers stand to board?

Answer 7

3 or 6 car mark (depending on train length)

Question 8

Whay must you do when assisting a special needs passenger?

Answer 8

• 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

Question 9

When might a ramp be used?

Answer 9

• wheelchairs
• walking frames
• crutches
• prams
• mobility aids

Question 10

Where are the primary saloon doors located?

Answer 10

• comeng and x’trapolis = Doors 1 and 6
• siemens = Doors 1 and 4

Question 11

Where are the secondary doors located?

Answer 11

• comeng and x’trapolis = Doors 2 and 5 on Leading Motor Car
• siemens = Doors 1 and 4 on Leading Centre Motor Car

Question 12

How do you secure a train at a terminating location when detraining a special needs passenger?

Answer 12

• comeng = brake controller in emergency
• siemens and x’trapolis = press emergency stop button

Question 13

What must be done if a ramp is defective?

Answer 13

• Swap it with a ramp in a centre motor car
• report it to train control as per FMP

Question 14

Can station staff assist with deploying ramps?

Answer 14

Yes

Question 15

What steps are taken after a near miss incident?

Answer 15

• 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

Question 16

What should you do if there are unruly passengers?

Answer 16

• get yourself to a safe place (lock yourself in cab, go into station building)
• contact train control so they can send appropriate assistance required

Question 17

What are the 3 types of dangerous goods signs drivers will most likely come across?

Answer 17

• red = flammable
• orange = explosive
• green = non-flammable/non-toxic gas

Question 18

What are the 5 steps taken when dealing with a dangerous goods incident?

Answer 18

1. REC call
2. TDN, origin/destination, location
3. Nature of emergency
4. Emergency response (state items on placards/hazchem codes)
5. ID any additional hazards

Question 19

Where is dangerous goods documentation kept on:
1. Trains
2. Trucks?

Answer 19

1. White vinyl bad with red lettering in leading cab
2. Driver’s side door pocket

Question 20

What must be done if someone tries to board a train with flammable/combustible goods or containers?

Answer 20

• ask them to leave the train
• inform metrol

Question 21

Whay precautions must be taken when a train is involved in an accident with dangerous goods?

Answer 21

• stay upwind
• don’t touch anything
• don’t breathe in any gas/fumes etc.
• ensure there are no sources of ignition

Question 22

What is the initial action when dealing with a minor spill?

Answer 22

• check vehicle for a spill kit
• notify train control
• ensure drains and water courses are protected from any runoff

Question 23

Are you required to assist any injured persons?

Answer 23

No

Question 24

What are the 8 steps when dealing with an emergency situation?

Answer 24

1. Contact train control and secure the train
2. Protect adjoining lines
3. Make PA announcements
4. Ask for assistance
5. Preliminary breath test - stay in cab when doing this
6. Make a police statement
7. Getting relief
8. Transportation from the scene

Question 25

What are the 6 steps when protecting adjoining lines?

Answer 25

1. REC call
2. Red marker lights on front of train
3. Flash headlights on and off
4. Use short sharp whistles to alert oncoming trains
5. Display red flag on front of train
6. Fitting emergency track circuit jumper cable

Question 26

What information do you provide in police statement at the scene?

Answer 26

• all of the above
• do not tell them your speed, they can get this when looking at VICERs log/report

Question 27

After how long must passengers be detrained if the train cannot be moved?

Answer 27

• inside the MURL = 15 minutes
• outside the MURL = 30 minutes

Question 28

What must be ensured when detraining passengers?

Answer 28

• personal safety
• safety of passengers
• safety of metro assets
• move passengers away from protected sites (as per Environmental Protection Amendment Act 2018)

Question 29

How do you detrain a passenger with special needs during an emergency?

Answer 29

• 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

Question 30

What methods can be used to resolve a misunderstanding in the workplace?

Answer 30

• have an understanding of cultural awareness
• deal with cross-cultural barriers
• ask for assistance from manager, supervisor or co-worker

Question 31

How do you deal with workplace conflict?

Answer 31

Identify difficulties and take action to rectify situation

Question 32

The resources and procedures you can introduce to a workplace to support colleagues in resolving work difficulties?

Answer 32

• clearly defined roles and responsibilities
• clearly defined conflict resolution processes
• play the role of mediator

Question 33

What makes a team work well?

Answer 33

• 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

Question 34

What are the basic principles/techniques of group dynamics?

Answer 34

• no barrier between leader and team members
• communication
• forming
• storming
• norming
• performing
• adjourning

Question 35

What are the basic principles/techniques of motivation?

Answer 35

• teams work better where team leaders have actively consulted with team members
• encouragement
• responsibility
• constructive criticism/feedback

Question 36

What are the basic principles/techniques of negotiation?

Answer 36

• discussion
• planning
• input
• transparent
• honest
• followed up

Question 37

What are MTMs company values?

Answer 37

• zero harm
• caring
• one team
• dependable
• make a difference

Question 38

Where can you find MTMs policies/procedures?

Answer 38

The Depot