The “Professional” Volunteer Driver – Effective Communication With Passengers

If your organization has a volunteer-based transportation program for clients, consider sharing the following information with your drivers. It’s an excerpt from “You – The ‘Professional’ Volunteer Driver,” a self-paced, online volunteer driver safety training program VIS developed along with the National Volunteer Transportation Center and the Community Transportation Association of America. 

How you communicate with and assist your passenger sets the tone for the trip, and goes a long way toward determining how satisfied your passenger will be with your organization’s services. Here are some simple things you can do to make sure everything goes well:

• Be punctual. Make sure you give yourself enough time to arrive at the client’s home, or wherever else you are picking the client up, on time.
• Go to the door.
• The first time, introduce yourself. If you have been given special identification as a volunteer driver, show it to the client.
• Ask if the client needs assistance with your vehicle. (Your volunteer coordinator might have information for you in advance about the client’s mobility needs.)
• Make sure the client is buckled in and comfortable before you put your vehicle in gear. (Seat belts reduce the chance of serious injury by 30-40%, in a collision.)
• Confirm the destination, with the client.
• At the destination, make sure the client knows where he/she is, and gets inside safely.
• If the client enjoys conversation, enjoy it yourself, but don’t give advice and don’t get into a discussion of health matters.  Also, remember that anything personal the client tells you must be kept in confidence.
• If a passenger becomes ill, take him or her back home if he or she wishes, go to a clinic or hospital, or call 911. Contact your volunteer coordinator.
• If your organization has an evaluation form and/or contribution information form to give to clients, provide those at the end of the trip. 

Organizations that insure their volunteers in the VIS program have access to “You – The ‘Professional’ Volunteer Driver” at no charge. It takes about an hour to complete the course, which includes segments on communication with passengers, the safety of the vehicle itself, defensive driving, speed, safe passing and following distance, safety at intersections, what to do if an accident happens, and much more.

If you are interested in protecting your volunteers through the unique VIS insurance program, please click on the “Get volunteer insurance now” link on the home page, or call 800.222.8920. For more information on VIS’s risk management resources for members, and our vendor partners, click on the “Member Benefits” tab.