Gas Street Works

The Highways Agency manage England’s strategic road network, employing over 3,000 Traffic Officers across 7 regions. After a consultation exercise with disabled groups, recommendations were made to the organisation about how they can improve their service to disabled people.

Working closely with the Highways Agency, we produced this DVD to ensure staff know what their legal equality duties are and what they mean in working practice.

The DVD was not meant to provide a step by guide on how to deal with disability, but rather aim to change current practice through getting Traffic Officers to think through a number of issues when dealing with drivers and passengers with disabilities.

The key messages were:

• Keep an open mind – dispel some of the misconceptions and challenge preconceptions that surround disability
• Encourage active reflection
• The golden 60 seconds are vital. During this time TOs must:
• Gain rapport (don’t over compensate or withdraw)
• Assess individual needs
• Remember this is (just) a person (with a disability)
• Remember these people are our customers

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