Basis for Recommendation
When a student reported that they were stuck on the platform as the gates on the stairs were locked, the lift operator thought that the students were “messing” and did not call for the lift to be released. It is noted that there are no formal procedures for how to identify anti-social behaviour, communicate with passengers. It was also noted that some of the calls to the lift operators went unanswered.
Recommendation
IÉ-RU should review the role of the lift operator; this should include the following:
- Update their training and procedures in terms of positively engaging/ communicating with passengers; and ensuring a consistent approach is adopted across the network;
- Update their training and procedures in terms of dealing with antisocial behaviour to include clear guidelines on how to correctly identify anti-social behaviour; and, how to engage and/or communicate with users behaving in an anti-social manner;
- Evaluation of human and organisational factors affecting task performance in the role (in particular in terms of workload);
- Updating their job description to clearly identify the roles and responsibilities associated with the role;
- Update the competence management to reflect the above updates.