Safeguarding passengers on Council transport | Westmorland and Furness Council

Safeguarding guidance for Transport Operators, Drivers and Passenger Assistants (PAs) working on Council-contracted transport.

Why this guidance is important

Drivers and Passenger Assistants play an important part in the lives of the children, young people and adults they transport to and from education or care.

They are responsible for making sure passengers arrive safely and on time. They may work on the same route with the same passengers for several years and develop positive relationships with them.

The role includes:

helping passengers get on and off the vehicle
making sure passengers are seated and using a seat belt
driving safely
protecting passengers from harm

Safeguarding means acting in the passenger's best interests and protecting them from physical, sexual, emotional, psychological and financial abuse.

Drivers and PAs must also consider how their actions or words could be understood by passengers, parents, teachers or day care staff. There is public concern about the safety of children, young people and adults at risk. They must act in a way that protects passengers and protects yourself from possible grooming allegations.

This guidance explains the Council's safeguarding requirements for Transport Operators, Drivers and Passenger Assistants.

Transport Operators must make sure their Drivers and PAs understand their responsibility to safeguard passengers and follow this guidance.

Safeguarding requirements for Drivers and Passenger Assistants

The following requirements aim to protect passengers from physical, sexual, emotional, psychological and financial abuse.

This is not a complete list. If you face a situation that is not covered by this guidance, always act in the best interests of the passenger's health and wellbeing.

General interactions with passengers

You should:

know that passengers may find conversations offensive or consider them harassment, even if this was not your intention
only start conversations or physical contact with passengers when it is appropriate and part of your role
not respond to inappropriate verbal or physical contact from a passenger
not give passengers gifts or money
not give passengers food or sweets. This helps prevent choking or allergic reactions
not give a passenger preferential treatment unless the contract requires it
not tease, mock or criticise anybody you interact with, even if intended as a joke
maintain a professional working relationship with passengers' parents and carers

Responding to inappropriate behaviour

Do not accept physical or verbal abuse from a passenger. Do not respond to the abuse yourself.

Report it immediately to either:

the Transport Operator
your line manager
the Integrated Home to School Transport Team
someone at the passenger's school or day care centre
the Police, where appropriate

If a passenger starts inappropriate verbal or physical contact with a Driver, Passenger Assistant or another passenger, report it immediately.

You should record safeguarding incidents in a journey log book or diary held by the Transport Operator. This includes inappropriate verbal or physical contact started by a passenger.

Relationships with passengers outside work

Contact with passengers outside work, as a result of meeting them while working on a Council-contracted route, may be regarded as grooming and could lead to an allegation.

You must not give passengers your:

home address
telephone number
mobile number
email address
online account usernames

You must not receive or ask for a passenger's:

mobile number
email address
online account usernames

Digital media, mobile phones and handheld devices

Only use a mobile phone during a journey when it is legal and necessary.

This includes:

getting help during a breakdown or emergency
reporting journey delays or cancellations

You must:

not photograph or film passengers
not record passengers' voices
not interact with passengers through social media or mobile apps
not accept friend requests or like or comment on passengers' social media posts
not publish or share comments, photographs, voice recordings or videos of passengers online
not allow passengers to see or hear inappropriate printed or online material

Journey routes

Only transport passengers between the pick-up and drop-off locations included in the contracted route.

You must:

use the most direct route
only divert when necessary because of road closures or diversions
not take passengers on additional trips or to other locations
not make stops at lay-bys, public toilets, shops, businesses or homes that are not part of the contracted route
make sure you have enough fuel to complete the route without stopping at a petrol station or garage

Authorised Drivers, Passenger Assistants and passengers

Transport Operators must make sure only Drivers and Passenger Assistants authorised by the Council work on Council transport routes. Failure to do this will lead to the Council terminating one or more contracts with the Transport Operator.

Authorised Drivers and Passenger Assistants receive a Council ID badge. This shows that the Council has authorised them to work on Council transport routes.

You must show your badge if asked by a:

parent
teacher
day care worker
passenger

The Council allocates passengers to specific routes and vehicles. Drivers have a list of passengers authorised to travel on their vehicle and routes.

Drivers and Passenger Assistants must only allow passengers on this list to travel on the vehicle.

Drivers and Passenger Assistants working on SEND routes must read each child's individual risk assessment before transporting them to or from school.

Drivers and Passenger Assistants must wear appropriate workwear. Low-cut tops, open-toed sandals and high-cut shorts are not appropriate.

What happens if an allegation is made against a Driver or Passenger Assistant

The Council takes allegations against Drivers and Passenger Assistants seriously.

When the Integrated Home to School Transport Team receives a complaint, concern or allegation, we will ask for information about the incident.

Where appropriate, we may speak to people involved. We may also seek advice from the:

Westmorland and Furness Safeguarding Children Partnership (WFSCP)
Councils' Adult Social Care team
Local Authority Designated Officer (LADO)
Police

If the incident is not a safeguarding matter, the Integrated Home to School Transport Team will deal with it under the terms and conditions of its contract with the Transport Operator.

When we will refer an allegation to the LADO

We will refer an incident to the LADO if a Driver or Passenger Assistant:

behaved in a way that harmed or may have harmed a child
may have committed a criminal offence against or related to a child
behaved towards a child or children in a way that suggests they may pose a risk of harm to children

You can find information about the LADO's role and the allegations procedure at wfscp.org.uk

When a formal investigation starts, the Integrated Home to School Transport Team will suspend the Driver or Passenger Assistant who the allegation concerns.

The suspension protects the Driver or Passenger Assistant and the passenger during the investigation. Any action taken will be based on English law.

Report a safeguarding concern about a passenger

If someone is in immediate danger

If you believe a child, young person or adult is in immediate danger, call the Police.

Emergency Services
Telephone: 999

If you have a safeguarding concern about a child or young person

Whether the concern is urgent or not, please contact the WFSCP Team.

WFSCP
Telephone: 0300 373 2724

If you have a safeguarding concern about an adult

Contact the Adult Social Care team in the district where the adult lives.

Further safeguarding information

You can find safeguarding information and training from:

WFSCP at wfscp.org.uk

Westmorland and Furness Safeguarding Adults Board

Contact us about this guidance

If you have questions about this guidance, contact us.

Integrated Home to School Transport Team
Telephone: 0300 303 1591 (option 2)