ELEARNING -ANNUAL CUSTOMER SERVICE 24-25 - v2

[Audio] CUSTOMER SERVICE TRAINING. CUSTOMER SERVICE TRAINING.

[Audio] CUSTOMER SERVICE. CUSTOMER SERVICE.

[Audio] Herzog's Culture Playbook is a blueprint for our professional family. It makes clear the key behaviors and desired outcomes we want from each of our core beliefs. The behaviors outlined in the playbook are essential to operating our business and responding to the challenges of a highly competitive, constantly changing environment. Our goal is to create a culture where everyone consistently engages in behaviors that help us win by delivering an exceptional customer experience..

[Audio] PASSION FOR THE CUSTOMER "We Get It Done" Understand the customer's needs and priorities. Understanding our customers is critical to our success. Be curious. Don't assume. Listen to the voice of the customer. Make their priorities our priorities. Serve the customer or support someone who does. We work with each other and for our customers. Whether through direct interaction or support services, everyone plays an essential role in serving our customers. Take responsibility for what you do and how it impacts the customer. The performance of Herzog is personal first and organizational second. What you do (or don't do) in your 20 Square Feet determines the quality of service we provide our customers. Because our customers count on us, we get it done. WE DELIVER AN EXCEPTIONAL CUSTOMER SERVICE.

[Audio] WHAT'S THE VALUE OF CUSTOMER SERVICE? Elite customer service goes beyond merely addressing customer issues; it involves anticipating their needs, demonstrating empathy, and understanding your strengths and weaknesses. Approaching each interaction with a fresh perspective is essential for providing an enhanced passenger experience. How do we achieve a positive customer experience? This involves understanding and addressing the needs and expectations of customers throughout their interaction with Caltrain. By recognizing and providing the basic needs of our passengers such as: Punctuality and Reliability Safety and Comfort Communication Cleanliness and Maintenance Customer Service and Assistance Fewer Complaints = More Praise Have a positive attitude Be understanding and considerate of the feelings of others Satisfy passenger needs the best way possible Our goal at TASI is to deliver an exceptional customer experience. Starting with the moment the customer arrives at their originating station, through their terminating station, and everything in between..

[Audio] TYPES OF CUSTOMERS Trains serve a diverse range of customers, each with unique needs and preferences. Understanding these types of customers can help improve services and tailor experiences to meet their expectations. Here are four common types of train customers: Commuters Characteristics: Frequency: Daily or regular travelers, usually during peak hours. Purpose: Traveling to and from work or school. Expectations: Punctuality, reliability, and cleanliness. They prefer quick and efficient service with minimal delays. Preferences: Comfortable seating and facilities for working on-the-go, such as Wi-Fi and quiet zones. Commuters are the backbone of train services, often relying on them as their primary mode of transportation. Tourists Characteristics: Frequency: Occasional travelers, often during holidays or vacations. Purpose: Exploring new destinations and attractions. Expectations: Easy access to information and assistance, scenic routes, and connections to popular tourist spots. Preferences: Flexible ticket options, and luggage storage. Tourists seek memorable experiences and convenience in their travels, valuing both the journey and the destination..

[Audio] Business Travelers Characteristics: Frequency: Frequent travelers, often with flexible schedules. Purpose: Attending meetings, conferences, or other work-related events. Expectations: Efficiency, comfort, and facilities to support productivity. Preferences: Quiet cars, power outlets, Wi-Fi, and comfortable seating. Business travelers prioritize time and efficiency, often requiring services that support a seamless travel experience. Leisure Travelers Characteristics: Frequency: Occasional travelers, typically for recreational purposes. Purpose: Visiting loved ones, short escapes, or engaging in recreational events like an SF Giants game. Expectations: Comfort, affordability, and a relaxed travel atmosphere. Preferences: Flexible scheduling, group discounts, and family-friendly services. Leisure travelers enjoy the journey as part of their overall experience, valuing comfort and affordability..

[Audio] FIRST IMPRESSIONS First impressions are critical in setting the tone for a passenger's journey. Train conductors, as the face of the railway service, play a pivotal role in creating a positive and welcoming environment. Importance of First Impressions Lasting Impact: First impressions can shape a passenger's entire experience. A positive first impression can lead to customer satisfaction and loyalty. Company Image: Conductors represent the railway company. Their demeanor and behavior reflect on the company as a whole. Passenger Comfort: A warm and professional interaction can make passengers feel valued and comfortable..

[Audio] KEY ELEMENTS OF A POSITIVE FIRST IMPRESSION Appearance Uniform: Ensure uniforms are clean, neatly pressed, and worn correctly. Are you following the dress code? Personal Grooming: Maintain a tidy appearance with well-groomed hair, and hygiene. Hygiene: Self-explanatory. Also, limit or avoid using cologne or perfumes, as this could cause irritation in close quarters to passengers with sensitivities. Body Language Posture: Stand straight and maintain an open stance to appear approachable and confident. Eye Contact: Make friendly eye contact to show engagement and interest in passengers. Smile: A genuine smile can make passengers feel welcome and at ease. Communication Skills Greeting: Use a polite and friendly greeting. For example, "Good morning! Welcome aboard." Tone of Voice: Ensure your tone is warm and clear, avoiding monotony or harshness. Listening: Actively listen to passengers' inquiries or concerns, showing empathy and understanding. Clear Announcements (when applicable): Keep passengers informed about schedules, delays, and safety instructions..

[Audio] HANDLING COMMON SITUATIONS Assisting with Directions Clarity: Provide clear and concise directions or information. Patience: Allow passengers time to ask questions and clarify doubts. Addressing Complaints and Problem Solving Quick and Calm Responses: Address issues and concerns promptly while maintaining a calm demeanor. Creative Solutions: Think outside the box to resolve passenger complaints and enhance their travel experience. Acknowledge: Recognize the passenger's concern with understanding. Apologize: If appropriate, offer a sincere apology for any inconvenience. Action: Inform passengers of steps you will take to resolve the issue..

[Audio] ENHANCING PASSENGER EXPERIENCE Knowledgeable Guidance Local Information: Provide insights about destinations and attractions to enrich the passenger journey. Train Facilities: Guide passengers on the use of onboard amenities and services. Building a Connection Personal Touches: Remember frequent travelers and greet them warmly to foster loyalty. Keep in mind that you are the face of the company and represent the image of Caltrain..

[Audio] UNDERSTANDING EMPATHY IN CUSTOMER SERVICE Empathy is the ability to understand and share the feelings of another person. In customer service, it means being able to put yourself in the customers' shoes and respond to their needs and concerns with compassion and understanding. Why Empathy Matters Builds Trust: When customers feel understood, they are more likely to trust the company and its representatives. Enhances Communication: Empathy leads to better communication as it helps in understanding the customer's perspective. Increases Customer Satisfaction: Customers who feel heard and understood are more satisfied with the service they receive. Developing Empathy Active Listening: Pay full attention to what the customer is saying without interrupting. Reflective Responses: Paraphrase what the customer has said to show understanding. Ask Questions: If clarification is needed, ask open-ended questions to gather more information..

[Audio] THE ROLE OF PATIENCE IN CUSTOMER SERVICE Patience is the ability to remain calm and composed, especially in challenging situations. In customer service, patience helps in effectively handling difficult or upset customers. Why Patience is Crucial De-escalates Tension: A calm demeanor can help soothe frustrated customers and prevent situations from escalating. Ensures Thoroughness: Patience allows representatives to address customer issues comprehensively without rushing. Improves Problem-Solving: By staying patient, representatives can think clearly and find suitable solutions. Cultivating Patience Practice Mindfulness: Take deep breaths and focus on the present moment to maintain composure. Stay Positive: Maintain a positive attitude even in challenging situations to keep stress levels in check. Set Realistic Expectations: Understand that some problems may take time to resolve and communicate this to customers..

[Audio] APPLYING EMPATHY & PATIENCE IN INTERACTIONS Patience is the ability to remain calm and composed, especially in challenging situations. In customer service, patience helps in effectively handling difficult or upset customers. Empathetic Language: Use phrases like "I understand how you feel" or "That sounds frustrating" to show empathy. Calm and Reassuring Tone: Speak in a calm and reassuring manner to convey patience and understanding. Follow-Up: Ensure customer issues are completely resolved by following up if necessary. Empathy and patience are not just skills but essential components of exceptional customer service. By understanding and practicing these skills, customer service representatives can significantly enhance the customer experience, leading to higher satisfaction, loyalty, and positive word-of-mouth for the business. Remember, every interaction is an opportunity to make a positive impact on the customer's journey..

[Audio] CUSTOMER SERVICE SKILLS The Communication Equation What you hear: Tone of Voice Vocal Clarity Verbal Expressiveness What you see or feel: Facial Expression Dress and Grooming Posture/Body Language Eye contact Gestures Actual Words 40% of the Message 50% of the Message ONLY 10% of the Message It's an intricate equation composed of various elements that work together to ensure understanding and connection..

[Audio] LAST: DE-ESCALATION ACRONYM In the realm of customer service, handling escalations effectively is crucial to maintaining positive relationships with customers. The acronym LAST serves as a guide for de-escalating tense situations and ensuring a satisfactory resolution for both parties. Here's what LAST stands for: L — Listen The first step in de-escalation is to listen actively to the customer's concerns. This means giving them your full attention, without interrupting and acknowledging their feelings. Active listening shows empathy and helps the customer feel heard and understood. Tips for Effective Listening: Maintain eye contact. Nod occasionally to show you are engaged. Avoid interrupting or finishing the customer's sentences. Use verbal affirmations like "I see" or "I understand.".

[Audio] LAST: DE-ESCALATION ACRONYM A — Apologize Once the customer has expressed their concerns, it's important to apologize sincerely for any inconvenience or distress they may have experienced. Even if the issue was not your fault, a heartfelt apology can go a long way in soothing frustrated customers. How to Apologize Sincerely: Use empathetic language: "I'm sorry to hear about this issue." Be specific about what you're apologizing for. Avoid making excuses or shifting blame..

[Audio] S — Solve After listening and apologizing, the next step is to solve the issue. This involves working collaboratively with the customer to find a resolution that satisfies them. Offer solutions or alternatives, and be transparent about what can and cannot be done. Problem-Solving Strategies: Discuss possible solutions and ask for the customer's input. Set realistic expectations about the resolution timeline. Follow up to ensure the problem was resolved to the customer's satisfaction..

[Audio] T — Thank Finally, remember to thank the customer for their patience and for bringing the issue to your attention. Expressing gratitude reinforces positive interactions and leaves a lasting impression. Ways to Express Gratitude: "Thank you for your patience and understanding." "We appreciate you bringing this to our attention." "Your feedback is invaluable to us." By employing the LAST method, employees can effectively de-escalate situations, build trust, and enhance customer satisfaction..

[Audio] CUSTOMER SERVICE SKILLS MANAGING CUSTOMER SERVICE INCIDENTS AND COMPLAINTS Dealing with challenging passengers is common when working for a commuter railroad. Your response not only reflects your character but also represents the company and everyone associated with our service. Many negative customer interactions escalate because passengers feel we are not making an effort to understand their concerns. Demonstrating empathy can significantly change the course of the conversation. Keep in mind that it's not personal. Passengers are upset and frustrated with the situation, not with you. Always be Aware of Your Audience! It's inevitable that someone will overhear your interaction with a passenger, so maintaining a professional demeanor is crucial, regardless of the circumstances. We must always assume that they might file a complaint, give feedback, or, worse, share any negative behavior online for everyone to see. This will also extend to conversations with your fellow crew members and employees. Others are listening and observing, so it’s best to steer clear of inappropriate topics and offensive foul language. EMU equipment has a combined total of 84 exterior and interior cameras..

[Audio] ABUSIVE PASSENGERS These are customers who may or may not have valid concerns and often subject you to insults. It might be extremely difficult to do, but you must stay calm. Use the acronym L.A.S.T. Don’t assume that you know what the customer wants or needs, and don’t dismiss them as trivial either. Do not interrupt them. Make it clear you are willing to help, and calmly request they do not curse and yell at you. Be specific about what will happen if they continue: Give options: "If you continue to use abusive language, I will have to ask you to exit at the next stop." If the hostility is due to alighting the customer off due to a rule or policy violation, you have the option to call Transit Police, which could possibly lead to a fine or arrest. If they persist with aggressive abusive language, politely excuse yourself from the conversation and call for Transit Police..

[Audio] CUSTOMER SERVICE SKILLS Whether you're dealing with a challenging situation or simply trying to enhance customer satisfaction, having a variety of responses ready can greatly benefit your interactions. Here are 5 alternative options to consider when responding to customers: Express Empathy Example: "I understand how you feel, and I'm here to help resolve this issue for you." Offer a Solution Example: "Let me see what I can do to fix this for you right away." Apologize Sincerely Example: "I'm sorry for the inconvenience this has caused. Let's work together to make it right." Ask Questions Example: "Could you please provide more details about the issue so I can assist you better?" Provide Reassurance Example: "Rest assured, we're going to get this sorted out quickly." Show Appreciation Example: "Thank you for bringing this to our attention. We value your feedback.".

[Audio] CONSUMER REPORTS COMPLAINTS & COMPLIMENTS Do consumer reports matter? Yes, absolutely! Consumer reports give us opportunities to improve the passenger experience, correct issues, and also can build employee morale. In essence, consumer reports are not just critiques; they are constructive tools for growth and improvement. Customers in today’s generation don’t simply get angry; they take action to get even. Customers are given a megaphone to voice their complaints to an increasingly connected population. Social media: X, Facebook, YouTube, Snapchat, etc. Visual and audio recordings. Remember you always have an audience Poor customer service can severely harm a company's reputation. For instance, companies like Comcast, Spirit Airlines, and AT&T frequently appear as leaders in the "Worst Customer Service" rankings. You play a vital role in ensuring that TASI/Caltrain avoids this unfortunate fate..

[Audio] COMPLAINTS & COMPLIMENTS Caltrain Customer Service will enter the information and create a consumer report number. If the consumer requires an investigation, resolution, or compliments, they will assign it to TASI. STEP STEP The customer will submit an inquiry to Caltrain Customer Service via phone, email, social media or through the website. TASI will investigate the claim. For Operational consumer reports, crews will be interviewed and required to provide a written statement, which will be used as a factual response. TASI will respond with facts, findings, and corrective actions taken (if necessary). STEP STEP.

[Audio] COMPLAINTS & COMPLIMENTS - EMPLOYEE STATEMENT The passage of time often results in witness/employee (including individuals involved) forgetting crucial details regarding an incident. The best way to avoid this is to obtain statements from key witnesses/employees and others involved at the earliest opportunity. This ensures the evidential integrity and content of the statement. Consideration should always be taken of the individual circumstances of the witness/employee, their vulnerability, their emotional state, and the particular incident itself. Use, Who, What, Where, When, and How questions when filling out the statement. You may be asked to provide a statement to explain what occurred during interaction or events..

[Audio] COMPLAINTS & COMPLIMENTS - TRENDS Train travel, while often convenient and efficient, can also come with its own set of challenges. Many passengers find themselves reaching out to customer service to address their concerns. Here are some of the most common trends in complaints from train passengers: Delays and Cancellations Causes of Delays: Weather conditions, technical failures, and track obstructions. Impact: Loss of time, missed meetings, and inconvenience. Overcrowding Peak Times: Rush hours, special events, holidays, and weekends. Consequences: Discomfort, increased travel stress, and potential safety issues. Cleanliness and Maintenance Common Complaints: Dirty seats, unclean restrooms, and general disrepair. Passenger Expectations: Regular cleaning and prompt maintenance..

[Audio] Customer Service Quality Key Issues: Unresponsive or rude staff, lack of information during disruptions, discrimination during fare enforcement. False information, service is too impersonal. Desired Improvements: Better training and more proactive communication. Wi-Fi and Connectivity Problems Complaints: Weak or unavailable Wi-Fi, limited connectivity. Passenger Needs: Consistent and robust internet services. Safety and Security Concerns Concerns: Inadequate, rude, unapproachable conductors. Expected Measures: Enhanced safety walks and visible presence. Addressing these common trends can greatly enhance the overall train travel experience. By focusing on improving punctuality, comfort, cleanliness, service quality, connectivity, and safety, train crews can significantly increase passenger satisfaction and loyalty..

[Audio] THE BASICS. THE BASICS.

[Audio] PASSENGER SERVICE RESPONSIBILITIES Provide directions to passengers in finding the correct train or proper car location. Meet and greet all passengers and offer assistance, as needed. Provide useful information in an easy-to-understand language, avoiding railroad jargon. Respond to passenger questions in a courteous and helpful manner. Listen to passenger complaints, ideas, and suggestions. Look for opportunities to enhance passenger comfort and satisfaction. Assist passengers with disabilities. Assist with wheelchair and wheelchair lift operation, as necessary. Be knowledgeable about stations and connecting services. Thank passengers warmly for their patronage..

[Audio] GENERAL RESPONSIBILITIES Maintain a professional demeanor, and appearance with a clean, organized work area always. Tobacco and E-Cigarettes products shall not be used on trains or in Caltrain public areas. Make appropriate announcements tactfully enforcing the tobacco policy. Do not eat in the view of the public or carry drinks in hand while performing duties and walking in view of passengers. Gambling, begging and/or soliciting of any type while on-board the train or on any Caltrain property is prohibited. Any distribution of unauthorized advertising material or solicitations while on-board the train or on any Caltrain property is prohibited. Be alert, and vigilant at all times. Do not sit or lean against cars or structures, nor appear to stroll aimlessly on platforms. Open alcoholic beverages are prohibited on the trains beginning at 9 p.m. on special event days and nights..

[Audio] LOST AND FOUND PROCESS FOR CREWS TASI employees are required to fill out as much detail about the item (including bicycles, scooters, etc.) on the green lost and found tag and affix it to each item. You will then turn it in to the corresponding TASI employee based on the locations below: Gilroy (crew room) —> MOE Foreman or Lost and Found Dropbox CEMOF (Dropbox 1st floor, next to the elevator) —> Material Control Clerks San Francisco (Dropbox: register room or CSA) —> Customer Service Agents Gilroy and CEMOF items will be transferred to SFK where all items will be held for 48 hours (except for bicycle which will be sent directly to San Carlos). If they are not claimed, they will be sent to JPB Security in San Carlos. If you are on the train where a Conductor is relieved en route, any found articles must be given to the next Conductor to tag, and make the drop off..

[Audio] REMINDER Direct customers to contact Customer Service by calling or visiting the Lost & Found form on the website. Phone: (800) 660-4287 Website: www.caltrain.com/lost Refrain from informing passengers that an item has been turned in to Lost and Found or confirming that you have it in your possession. Accepting responsibility for an item can lead to complications, so it's best to steer clear of this. Do not take any items home with you..

[Audio] BICYCLE POLICY REMINDERS The maximum number of bikes (80" max length - EMU, 71" max length Bombardier) permitted per bike car is: Bombardier bike car: 24 EMU bike car: 36 Notify the MTO if the train is at capacity for bicycles. No more than four bikes are permitted per rack. Fuel-powered, tandem, or three-wheeled bikes and attachments are not permitted. Conductors are not permitted to assist in boarding bicycles. Conductors are to provide destination tags to passengers, if available. (Printable option available online.) Bikes Board First Program The Bikes Board First program is now system-wide and applies to all stations and all trains. Please make the conductor’s announcement regarding “Bikes Board First” over the PA system. There has been an improvement in the boarding process when this occurs. Passengers who board before cyclists are not to be approached or reprimanded..

[Audio] ANNOUNCEMENTS An initial departure announcement is required when leaving Gilroy Station. When an EMU PIS system is not functioning, the conductor must make announcements over the train intercom. Including the Passenger Train Emergency Preparedness announcements are made in the area(s) of: Southbound trains: 22nd Street and Palo Alto Northbound trains: Santa Clara and Millbrae Announcements must be made for: Each upcoming station when departing and before arriving (when necessary). Express or skip-stop trains reflecting bypassed stations. Trains departing San Jose or Tamien during the evening fleet, 2 minutes prior to departure. When train is boarding or alighting passengers on an unusual track or platform. When trains are off schedule, and the possibility exists that passengers may board the wrong train. If an elevator is out of service. When issued through Track Warrants and Bulletin and/or other means. Delays, every 5 minutes and more....

[Audio] INSPECTING FARE FARE PRODUCTS One-way – paper, mobile, Clipper, Clipper START (Pilot Program) Day Pass – paper, scratcher, mobile Caltrain VTA Day Pass Bay to Breakers Day Pass Complimentary tickets Monthly Pass Institutional Pass Go Pass: sticker vs Clipper, Conductor Guide Bay Pass – Pilot Program Customized Cards - SF University, Sharks logo, Golden Gate Anniversary Zone Upgrade Fare Exception Sworn Peace Officer (uniformed or non-uniformed) One Child four years or younger accompanied by a paying adult Special promotional fare – Martin Luther King Jr. Celebration Train The information provided is subject to change..

[Audio] REMINDERS Proper identification is to be worn on the outer garment at all times while on company property. All train doors will be open no later than 15 minutes prior to train departure from the initial terminal. Gilroy Station San Jose Diridon Station Tamien Station San Francisco Station Caltrain has a zero-tolerance policy for fare evaders. Passengers must purchase tickets before boarding Caltrain at a Ticket Vending Machine at any train station platform or from their smartphone via Caltrain Mobile. Clipper card users must follow rules pertaining to the product or cash available on the card. Fare inspection and enforcement devices must be powered on and logged into for the entire trip. The crew member who is not assigned to the doors will be assigned to fare enforcement. Fares must be inspected at a minimum of once between zones 1 and 2, once between zones 3 and 4, and once between zones 5 and 6..

[Audio] When trains are standing room only and difficult to walk from car to car in the body of the train, utilize the station platforms to get to the next car, or ask a Manager for permission to suspend fare checks until conditions allow you to resume. When working Conductor only, Conductors must exit the train from a different car at each station moving throughout the train and inspecting fares between station stops when possible. A notice of violation will be issued to those passengers without proper fare media, except minors (18 and younger), or the passenger falls under the Americans with Disabilities Act (ADA) and passenger needing assistance (PNA) requirements. Passengers need a functioning Clipper Card with the appropriate value or other valid fare media. Explain to the passenger they will need to alight with their personal belongings or stay on the train and receive a notice of violation without exception. Passengers will still need valid fare and must purchase a ticket..

[Audio] INSUFFICENT FARE As you step into the train car, be sure to clearly announce to the passengers: "Good morning/afternoon/evening, please have your tickets and Clipper cards ready for inspection." There are frequently complaints of discrimination arising from inconsistency or what seems like unfair treatment during fare inspections. To prevent this: Always begin at one end of the car and systematically move to the other end. Avoid starting in the middle and skipping around, even if you have already checked those passengers. Education plays a crucial role. Not everyone who lacks proper fare is attempting to bypass the rules; some may simply be unaware of how our system operates. It's important to educate in a way that will gain not only compliance but also retention..

[Audio] When encountering a passenger possessing a ticket that requires an upgrade or a Clipper Card that was not “tagged on” prior to boarding the train and who states that they do not have identification in order to issue a notice of violation, the individual will be informed they must obtain the required upgrade or tag on prior to continuing the trip and must alight at the next station stop in order to accomplish the requirement. The passenger should be advised the train may depart before they are able to re‐board and taking their personal items would be advisable. The passenger should also be informed trains will not be delayed while this task is accomplished due to of the need to adhere to schedule, but re‐boarding will not be denied if the task is accomplished prior to the train’s departure from the station. Minors (18 years and younger), ADA and PNA will not be asked to alight from the train at any point..

[Audio] Reduced rates are available to youth, seniors, and persons with disabilities. A person with a disability must have an ID or proof of disability to pay the discount fare. To receive the discounted fare passengers must present one of the following: Regional Transit Connection (RTC) Discount Card. Valid transit discount card issued by another California transit agency, which is equivalent to the RTC Discount Card. Medicare Card. A DMV Disabled Placard Identification Card. Proof of age over 65: driver’s license, birth certificate, or passport. Youth 18 and younger: high school ID, driver’s license, birth certificate, DMV ID card, or passport. Ask for their birthday! As a conductor, it's crucial to verify discount eligibility for train tickets while maintaining a respectful and professional demeanor. Here are two options to ensure this process is smooth and non-offensive: Approach the passenger with a friendly smile and use polite language. You might say: "Good morning/afternoon! May I kindly ask to see your proof of eligibility for the discounted ticket you have purchased? Thank you so much for your cooperation!" "Hello! I understand privacy is important, and I assure you this is just a routine check. Could I see your discount eligibility document when you have a moment? Thank you for your cooperation!".

[Audio] NEWS MEDIA REMINDER 1. Contact with the news media is prohibited regarding any aspect of the Caltrain operation. 2. Any questions from the news media are to be referred to JPB’s Public Information Officer at 650-622-2492. 3. Immediately notify the MTO of any media inquiry you receive..

[Audio] TASI EMPLOYEE PORTAL TASI-EMPLOYEE.COM PASSWORD: TASI The TASI Employee Portal is your one-stop destination for all organizational communication updates. Our goal is to keep you informed and connected with the latest news, announcements, and essential information that impacts you as a valued member of our team! In addition, you will discover the Operations (Live Extra Board) and Library page, which provide useful tools to assist you on a daily basis..

[Audio] SUICIDE PREVENTION Suicide is a serious public health problem that takes an enormous toll on communities. The suicides that occur on Caltrain property impact hundreds of people, from the riders and staff onboard the train to passengers at station platforms. We know incidents like this can be difficult to experience and Caltrain encourages anyone feeling emotional distress from this incident to connect with local resources. Suicide is preventable. Help is available. The following Counties have valuable resources for anyone considering suicide or facing a mental health crisis. National Suicide Prevention Lifeline: 988 San Francisco County San Francisco Suicide Hotline: 415-781-0500 www.sfsuicide.org Crisis Text Line: text "HOME" to 741741 San Mateo County StarVista’s 24/7 Crisis Hotline: 650-579-0350 www.star-vista.org Online Youth Support: www.onyourmind.net Crisis Text Line: text "HOME" to 741741 Additional resources: www.smchealth.org/SuicidePrevention Santa Clara County Suicide & Crisis Hotline 24/7: 1-855-278-4204 www.sccbhsd.org Crisis Text Line: text "RENEW" to 741741.

[Audio] ADA/PNA AMERICANS WITH DISABILITIES ACT/PERSON NEEDING ASSISTANCE.

[Audio] ASSISTING PASSENGERS WITH DISABILITIES AMERICANS WITH DISABILITIES ACT OF 1990 The Americans with Disabilities Act (ADA) of 1990 is a significant piece of civil rights legislation in the United States. It was enacted to prohibit discrimination based on disability and to ensure that people with disabilities have the same opportunities and rights as everyone else. Discrimination manifests in various forms: Denial of service Failure to provide requested reasonable assistance Teasing, mocking, bullying, and similar behaviors The act also prohibits discrimination against individuals associated with someone who has a disability (e.g., an attendant or companion)..

[Audio] Disabilities can be diverse, including: Physical Mental health Cognitive/intellectual Developmental Temporary It is important to note that not all disabilities are visible; many are hidden, such as: Heart conditions PTSD HIV/AIDS Severe arthritis Asthma Never say, "You don't look disabled.".

[Audio] ASSISTING CUSTOMERS NEEDING ASSISTANCE REMINDERS Conductor must walk to the Boarding Assistance Area (Blue Square) and ask if assistance is needed, if anyone is seated on the bench or standing in the area. Conductor must scan platform for people needing assistance at every station. Designated Wheelchair Space for PNA Devices Only Under no circumstances should bikes, strollers or luggage be allowed in the wheelchair area even if it is not being used. If a PNA cannot be accommodated and will be left on the station platform, a Crew Member must report the condition to the MTO immediately. Bombardier Car Set A Bombardier car set has its designated PNA car which can accommodate up to two wheelchairs. If the designated PNA car is at capacity, the train must not be re-spotted. The order of loading any additional PNAs will be to utilize the other two non-bike cars first. The manual lift must be used to load and unload the PNA in this circumstance. EMU Set An EMU set has a total PNA capacity of 3. Car C is the designated PNA car..

[Audio] Priority Seating Area If a PNA needs to sit in the priority seating area, and the area is fully occupied, the Crew Member must ask if there is anyone willing and able to vacate the seat for the PNA. However, a Crew Member cannot legally force people to move. Electric Personal Assistive Mobility Devices (EPAMD) Caltrain PNA may bring an EPAMD, such as a Segway if the device is used as a mobility device and the customer obtains a permit from Caltrain or BART demonstrating proficiency in boarding and stowing the device. Refusing Service Conductors may not refuse to provide service to someone whose disability offends or inconveniences anyone. No riders are allowed to behave in a violent, illegal, or seriously disruptive manner..

[Audio] ASSIST ANYONE WHO NEEDS HELP Crew Members must assist anyone who requests help and/or use the lift due to their disability, even if it is not apparent. Reasonable Accommodation Transit Agencies which provide transportation services for Persons Needing Assistance (PNA) are required to make reasonable modifications to polices, practices, or procedures when necessary to avoid discrimination and ensure programs are accessible. The request could be for an immediate need or future need. Future needs will be handled by Caltrain’s Customer Service Center and evaluated. However, the request may happen at the time a passenger is boarding, riding, or alighting. If a passenger states they are a PNA, that is outside of the Crew Members normal duties Crew Members must: Recognize a request for a Reasonable Modification. Customers don’t have to use the words “reasonable modification.” Customers do need to state they are needing assistance. You are not to ask the nature of their disability; but you must understand why the accommodation is needed..

[Audio] RESONABLE ACCOMMODATION Determine if the request should be accommodated. Any requested modification is “reasonable” and must be provided, unless providing it: Would cause a direct threat to the health of safety of others, Would result in a fundamental alteration of the service, or If the Crew Member is unsure, consult with the MTO to determine whether the task should be performed. The MTO will contact the JPB Duty Officer if clarification is needed. Document the request on the train sheet so trends can be monitored to determine if any policy changes are needed. What was the request? Was the accommodation arranged? What is the customer’s name and contact information? Supervisors are to send the documented information to JPB. Examples of “reasonable” requests: PNA would like the mobility device lifted separately from them when the occupied weight of the mobility device exceeds the design load of the lift. PNA with luggage would like to use the wheelchair lift to board and alight. Example of “unreasonable” request: Customers would like to have assistance getting to the parking lot of the station..

[Audio] ASK DESTINATION When boarding a PNA requiring the lift, the Crew Member must ask where the customer will be alighting to ensure it is an accessible station, and that the train will stop at the passengers’ desired station stop. A communication, by the Conductor or Engineer, must be made via radio or Railroad Supplied Electronic Device to the Train Dispatcher or MTO providing the following information: PNA has been boarded on the train and whether the passenger was in a wheelchair. If the manual lift or ramp was needed to board or alight the passenger. The intended disembarkation points of the passenger. Provide assistance to people who are transferring trains at San Jose Diridon. Communicate with the crew on the transferring train if they are going south towards Gilroy (or north from Gilroy) Stations that do not have accessibility access: 22nd St Station Broadway Station (Weekend only) Stanford Station (Football only) College Park Station.

[Audio] WORK AS A TEAM When approaching stations, Engineers will observe the platform and, when necessary, advise Conductors that assistance will be needed (consistent with safe train handling). When boarding PNA with wheelchairs/scooters, please remind passengers for their safety, and the safety of those around them, to set their wheel brakes while on the manual lift ramp prior to lift operations. This reminder also applies while on board the train in the PNA area. This is just a safety reminder. No delays should be taken because of this reminder..

[Audio] SERVICE ANIMALS A service animal is any guide dog, signal dog or other animal individually trained to work or perform tasks for a PNA, including, but not limited to, guiding individuals with impaired vision, alerting individuals with impaired hearing to sounds, providing minimal protection or rescue work, pulling a wheelchair or fetching dropped items. If a passenger states the animal accompanying them is a service or guide animal, the Conductor must allow the animal on-board. The animal must be on a leash that does not interfere with other passengers in the vehicle and be under the constant supervision and control of the PNA. The animal must sit or stand on the floor of the vehicle and may not block the aisle; however, some instances require animals to sit on the lap of the passenger. This is acceptable. If an animal is not under control or is being disruptive or threatening to others, the PNA will be asked to remove the animal from the vehicle. Examples include, but are not limited to, attacking customers, employees, or other service animals, behaving in a threatening manner, or unprovoked growling and barking..

[Audio] PASSENGERS LEFT AT STATION Crew Members must immediately report by the first available communication means to CCF when PNAs in wheelchairs, motorized wheelchairs, or any other mobility assisting equipment are left at stations because of an inability to accommodate such passenger(s) because the threshold of accommodating other such passengers has been met. Crew Members operating the last northbound or the last southbound train must not allow trains to depart a station if such PNA cannot be reasonably accommodated on-board without taking direction from the Dispatcher. In all cases where a passenger is left at a station, Crew Members must notify the PNA that a call has been placed to provide alternate transportation. Note: Wheelchair lifts and ramps have capacity and weight limitations. Inform the Dispatcher in cases where the lift could not operate properly or was inadequate to accommodate a PNA or their mobility device. The Conductor must submit a Caltrain Incident Report at the end of the shift specifying the reasons a PNA was not accommodated..

[Audio] TITLE VI. TITLE VI.

[Audio] TITLE VI –CIVIL RIGHTS ACT OF 1964 The Civil Rights Act of 1964 is a law that states: “No person in the United States shall, on the ground of race, color, or national origin, be excluded from in, be denied the benefits participation of, or be subjected to discrimination under any program or activity receiving federal financial assistance.” As a recipient of federal financial assistance, Caltrain must provide non-discriminatory transit services to all individuals without regard to race, color, national origin, or ability to speak English..

[Audio] DEFINITIONS OF TITLE VI Race Discrimination based on shared physical or social characteristics, such as facial features or shared cultural identities. Color Discrimination due to pigmentation, skin tone, or shade National Origin Discrimination due to ethnicity, place of birth, or perception of either Limited-English proficiency.

[Audio] EXAMPLES OF TITLE VI VIOLATIONS Not checking fare for everyone Targeting fare checks for individuals based on race or language. Assuming which individuals have paid vs. not paid. Refusing to allow a passenger to board Denying service to, or preventing an individual to board, based on race or language spoken. Comments interpreted as race-based “You people” “Speak English”.

[Audio] HOW TO IDENTIFY A DIFFERENT LANGUAGE Denying somebody service because they don’t speak English is a violation of Title VI. Guide them to call the Customer Service Language Line: 1-800-660-4287..

[Audio] TITLE VI COMPLAINTS If a passenger feels they were discriminated against, they can file a complaint by contacting the customer service phone number (1-800-660-4287) located on the schedule and Caltrain website, or by directly contacting the Office of Civil Rights at [email protected]. Option 1: Customer Service Discrimination Complaint Title VI complaint form sent to the complainant. Complainant completes the complaint form. Office of Civil Rights begins an investigation. Option 2: Direct Complaint to the Office of Civil Rights Complainant completes Title VI complaint form with Office of Civil Rights. Office of Civil Rights begins the investigation..

[Audio] 1. The Office of Civil Rights conducts an intake interview with the complainant. 2. Review of any video, dispatch calls, and audio both by Rail Operations and the Office of Civil Rights. 3. Interview with the TASI conductor and/or Caltrain staff involved 4. The Office of Civil Rights writes a letter of findings to determine if there is any discrimination.

[Audio] HUMAN TRAFFICKING. HUMAN TRAFFICKING.

[Audio] HUMAN TRAFFICKING RECOGNIZING LABOR TRAFFICKING Labor trafficking includes situations where men, women, and children are forced to work because of debt, immigration status, threats and violence. Keeping victims isolated — physically or emotionally — is a key method of control in most labor trafficking situations. But that does not mean you never cross paths with someone who is experiencing trafficking. Someone may be experiencing labor trafficking or exploitation if they: Feel pressured by their employer to stay in a job or situation they want to leave. Owe money to an employer or recruiter or are not being paid what they were promised or are owed. Do not have control of their passport or other identity documents. Are living and working in isolated conditions, largely cut off from interaction with others or support systems. Appear to be monitored by another person when talking or interacting with others. Are being threatened by their boss with deportation or other harm. Are working in dangerous conditions without proper safety gear, training, adequate breaks, or other protections. Are living in dangerous, overcrowded, or inhumane conditions provided by an employer..

[Audio] RECOGNIZING SEX TRAFFICKING Sex trafficking occurs when individuals are made to perform commercial sex through the use of force, fraud, or coercion. Any child under 18 who is involved in commercial sex is legally a victim of trafficking, regardless of whether there is a third party involved. Someone may be experiencing sex trafficking if they: Want to stop participating in commercial sex but feel scared or unable to leave the situation. Disclose that they were reluctant to engage in commercial sex but that someone pressured them into it. Live where they work or are transported by guards between home and workplace. Are children who live with or are dependent on a family member with a substance use problem or who is abusive. Have a “pimp” or “manager” in the commercial sex industry. Work in an industry where it may be common to be pressured into performing sex acts for money, such as a strip club, illicit cantina, go-go bar, or illicit massage business. Have a controlling parent, guardian, romantic partner, or “sponsor” who will not allow them to meet or speak with anyone alone or who monitors their movements, spending, or communications..

[Audio] THANK YOU!. THANK YOU!.