Bus Drivers - Maintaining Safety When a Passenger is in Crisis
Bus Drivers - Maintaining Safety When a Passenger is in Crisis
If you choose to be a motorcoach bus driver, you might be asked to make announcements to your passengers you weren’t expecting, such as: If you are caught being disruptive, smoking, vaping, or drinking anything alcoholic, you will be asked to leave the bus no matter where you are along your route; if you feel you want to get into a fight or see someone getting violent, to notify you as the bus driver so you can prevent the matter from escalating; and lastly, if violence does break out or a passenger is resisting your instructions, you will pull over and call the authorities. While such announcements are not required of all bus drivers, they illustrate what may be needed to keep a safe and secure environment for you and your passengers. The goal is to avoid crisis, but here’s what to know about maintaining safety if a behavioral or medical crisis does occur.
Stay Focused on Driving First
If a passenger becomes disruptive, argumentative, intoxicated, emotionally distressed, or medically impaired, your first responsibility is to maintain control of the bus. Avoid turning around repeatedly while driving, attempting to physically intervene while the vehicle is moving, or engaging in prolonged arguments. By allowing yourself to get distracted, you can quickly create an even more dangerous situation for every passenger on board. Therefore, if the situation requires your attention, find a safe location to pull over before addressing the issue.
Recognize the Signs of a Passenger in Crisis
Not every crisis involves aggression or violence. Passengers may be experiencing:
* A medical emergency (heart attacks, seizures, diabetic emergencies, breathing difficulties, or heat- or cold-related illnesses)
* A mental health crisis
* Severe anxiety or panic
* Intoxication
* Confusion or disorientation
Many employers provide basic emergency response training. Early warning signs of a passenger in distress may often include: confusion, stumbling, sweating, yelling or verbal threats, extreme agitation, erratic behavior or speech, harassing other passengers, and refusing reasonable instructions. Knowing how to recognize symptoms and then quickly summoning medical help or help from law enforcement can save lives.
Stay Calm and Professional
Your attitude can significantly influence the outcome of a tense situation. When speaking with a passenger always use a calm and respectful tone. Remember to give simple and clear instructions while maintaining professional boundaries. Many conflicts lose momentum when one person remains calm and professional. Your goal is not to "win" an argument, but to maintain safety for yourself and everyone else on board.
Unless there is an immediate threat to life, or company policy allows otherwise, drivers should generally avoid physically restraining passengers. This is because physical intervention can actually make the situation worse. You risk increasing the chance of injury, escalating the situation, and creating liability concerns.
Pull Over When Necessary
If a passenger's behavior or medical condition creates a safety concern, stop the bus in a safe location. Aim for a well-lit location if possible. Always stop at a location where emergency responders or law enforcement personnel can safely access the bus.
Many transit agencies and private carriers instruct drivers to stop operations until the situation is resolved. No schedule is more important than safety.
Contact Dispatch and Emergency Services
If there is a medical emergency, violence appears imminent, or a weapon is involved, call 911 immediately. While talking with them, be ready to provide your location, the nature of the emergency, a description of the individual(s) involved, and whether anyone is injured.
Once you’ve notified emergency or law enforcement services, follow your carrier's procedures immediately. Most companies require drivers to also notify dispatch and a supervisor to let them know of the situation.
Documentation Matters
Accurate documentation protects both the driver and the carrier. After any significant incident:
* Complete all required reports
* Document facts, not opinions
* Record times and locations
* Identify witnesses when possible
At CDL Direct, we don’t just prepare you to pass the exam. Our course is designed to prepare you for real-world situations—inspections, roadside stops, accidents, and the decisions and driving techniques that protect your livelihood.