Northern Trains has overhauled the way it manages the training of its staff to support disabled passengers following an investigation by the Office of Rail and Road (ORR), earlier this year.<\/p>\n
ORR found the train operator had failed to deliver the required disability awareness training for its passenger-facing staff, as it commits to do in its Accessible Travel Policy, and also did not have adequate oversight in place to make sure staff received the right training.<\/p>\n
Northern subsequently provided an improvement plan with 23 actions, which it has delivered on, ORR announced today.<\/p>\n
Northern has now:<\/p>\n
ORR will now return to its regular monitoring of Northern\u2019s disability awareness training, including reviewing information submitted by the operator every quarter.<\/p>\n
Stephanie Tobyn, ORR\u2019s director of strategy, policy and reform, said: “Disabled passengers should be able to trust that staff have the knowledge and confidence to provide the support they need.<\/p>\n
\u201cOur investigation found serious weaknesses in Northern’s management and monitoring of disability awareness training. Northern has responded positively, completing all the actions we required and putting clearer accountability and stronger checks in place. We welcome these improvements and will continue to work with Northern to ensure they are sustained.\u201d<\/p>\n
Image credit: Northern<\/p>\n","protected":false},"excerpt":{"rendered":"
Northern Trains has overhauled the way it manages the training of its staff to support disabled passengers following an investigation by the Office of Rail and Road (ORR), earlier this year. ORR found the train operator had failed to deliver the required disability awareness training for its passenger-facing staff, as it commits to do in [\u2026]<\/p>\n","protected":false},"author":13,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_uf_show_specific_survey":0,"_uf_disable_surveys":false,"footnotes":""},"categories":[146,16017,47,16016,913,85],"tags":[],"class_list":["post-533387","post","type-post","status-publish","format-standard","hentry","category-accessibility","category-industry-news","category-rail-news","category-train-operating-companies","category-travel","category-uk"],"aioseo_notices":[],"aioseo_head":"\n\t\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t