Safe Boarding & Alighting
on the WILLing to Care Shuttle
This protocol defines the standards all drivers, carers, and families must follow to ensure every passenger is safely assisted during pickup and drop-off — at every stop, every day.
The WILLing to Care shuttle carries some of our community's most vulnerable members. Every pickup and drop-off is a high-attention moment — a lapse in procedure, an unsafe environment, or an unsupported transfer can have serious consequences. This protocol is not optional. It is the minimum standard we operate to, always.
Compliance
Departures
Window
Approved vs. Prohibited
Boarding Locations
Before a pickup or drop-off can proceed, the driver must assess the stop environment. Passengers must never be boarded or alighted in an unsafe location, regardless of time pressure.
Approved Safe Zones
These locations permit boarding & alighting to proceed
- ✓ Designated driveway or private property access point
- ✓ Off-street parking bay or hardstand clear of traffic flow
- ✓ Bus bay, kerb-cut or disability accessible kerb with clear sightlines both directions
- ✓ Quiet residential street with no active traffic and space for full door opening
- ✓ Vehicle stopped, engine in Park, hazard lights activated
- ✓ Carer or responsible adult physically present at the vehicle door
- ✓ Unobstructed path from dwelling entry to vehicle door
Prohibited Locations
Boarding or alighting must not proceed in these environments
- ✕ Active traffic lane, no-stopping zone, or clearway
- ✕ Double-parked position adjacent to another vehicle
- ✕ On a bend, crest, or area with restricted sight distance
- ✕ School zones during drop-off or pick-up times unless in designated bay
- ✕ Wet or uneven ground without safe footing confirmed
- ✕ Any location requiring passenger to cross a traffic lane unsupported
- ✕ Location where carer is absent and passenger requires physical assistance
Boarding & Alighting Sequence
These steps must be completed in order at every pickup and every drop-off. Steps marked in amber are critical safety checkpoints that must never be skipped.
🚐 Boarding (Pickup)
Passenger joins shuttleArrive no earlier than 3 minutes before the scheduled time and no later than 2 minutes after. Alert Operations if delayed beyond 5 minutes.
Verify the location meets Approved Safe Zone criteria before stopping. Activate hazard lights. Apply handbrake. Place vehicle in Park.
Do not exit the vehicle until a responsible adult is visible and ready to escort the passenger to the vehicle door. If no one is present, call the family before waiting.
Driver exits, moves to the passenger-side sliding door, and opens it fully. Maintain a physical barrier between the open door and traffic if applicable.
Carer physically escorts the passenger from the door of the dwelling to the vehicle door. Driver receives the passenger — visual and verbal confirmation that the passenger is secured.
Assist the passenger into their designated seat. Confirm seatbelt is fastened. Where required, confirm harness or additional support is correctly fitted.
Slide door fully closed and confirm it is latched. Return to driver's seat. Deactivate hazard lights only when ready to move. Depart smoothly.
🏠 Alighting (Drop-off)
Passenger exits shuttleIdentify the safest stopping position before pulling up. If the usual spot is obstructed, find the nearest approved alternative and communicate it to the carer.
Come to a full stop. Apply handbrake. Activate hazard lights. Confirm all other passengers remain seated before assisting the alighting passenger.
Carer must be visible and at the vehicle before the sliding door is opened. If the carer is not present, the passenger remains in the vehicle. Call Operations immediately.
Open the sliding door. Support the passenger during exit — physical hand or arm support as required. Ensure both feet are on stable ground before releasing support.
Physically hand the passenger into the care of the receiving adult. Both parties must be in direct physical proximity. Verbal confirmation: "Passenger handed to [carer name]."
Do not depart until the passenger and carer are safely inside the property, or the carer has confirmed they are safe and in their care. Close door, deactivate hazards, depart.
Driver Safety Obligations
All WILLing to Care drivers — including Tony, Qasim, Zaeem, Graham, Harvey, Yuvi, and Ravi — are bound by these obligations at every shift.
Vehicle Readiness
Confirm the vehicle is clean, unobstructed internally, and all sliding doors operate smoothly before departing the depot. Seatbelts must be functional at all seating positions.
Communication
Review the evening SMS confirmation from Operations before each morning run. Confirm driver name, vehicle, and any passenger-specific notes. Flag any discrepancies before departure.
Passenger-Specific Needs
Be aware of each passenger's individual support requirements. This includes mobility aids, communication needs, and medical conditions on file — including the Epilepsy Emergency Action Plan where applicable.
No Unsupervised Departures
A driver must never leave a stop before the hard handover is confirmed. If a carer is absent at drop-off, the passenger stays in the vehicle and Operations is called. Never assume another arrangement.
Incident Reporting
Any deviation from this protocol — including missed handovers, unsafe stop conditions, passenger distress, or falls — must be reported via the incident form before the end of shift.
Mobility Aid Handling
Mobility aids, wheelchairs, and walking frames must be secured in the vehicle before moving. Never leave an aid unsecured. Confirm aid is returned to the carer at drop-off.
Carer Responsibilities at
Every Stop
The safety protocol is a shared responsibility. Families and support workers play an essential role in making every handover safe. These are the standards expected at every stop.
🏠At the Pickup Stop (Morning)
- ✓ Be ready and positioned at the front door or driveway before the shuttle arrives
- ✓ Passenger should be dressed, equipped, and ready — no shuttle waiting for preparation
- ✓ Physically escort the passenger from the entry point to the vehicle door
- ✓ Confirm to the driver verbally that the passenger is ready to board
- ✓ Remain present until the vehicle door is closed and the shuttle has moved
- ✓ Communicate any changes to routine, health, or behaviour in advance via SMS or phone
🔔At the Drop-off Stop (Afternoon)
- ✓ Be home and physically present — not just "on the way" — when the shuttle is due
- ✓ If you cannot be present, arrange a responsible adult and notify Operations by 2:00 PM
- ✓ Come to the vehicle door — do not wait at the front door for the passenger to walk unsupported
- ✓ Receive the passenger physically and confirm to the driver you have them in your care
- ✓ Do not allow the driver to depart until the passenger is safely inside
- ✓ Report any concerns about the passenger's state on arrival directly to Operations
📞Communication Obligations
- ✓ Review the evening SMS each night confirming tomorrow's driver and pickup time
- ✓ Reply to the SMS if any detail requires confirmation or correction
- ✓ Notify Operations if your passenger will be absent — minimum 2 hours before pickup
- ✓ Update emergency contact details with Operations whenever they change
- ✓ Inform Operations of any change to medical needs, medications, or behaviours
- ✓ Do not contact the driver directly — always go through 1300 374 847 or w2c@drivision.com.au
Emergency Response Procedure
If something goes wrong during boarding, alighting, or transit — follow these steps immediately.
1Passenger Fall or Injury
- Do not move the passenger — assess breathing and responsiveness
- Call 000 immediately if injury is visible or response is impaired
- Keep other passengers calm and seated in the vehicle
- Call Operations: 1300 374 847 after calling 000
- Stay on scene until emergency services arrive
- Complete incident report before end of day
2Passenger Medical Episode
- Pull over immediately in a safe location — activate hazard lights
- For known epilepsy: follow the Epilepsy Emergency Action Plan on file
- Do not restrain a seizing passenger — clear the space, protect the head
- Call 000 if seizure exceeds 5 minutes or injury occurs
- Do not leave the passenger alone — call Operations to arrange carer notification
- Record time of onset, duration, and any observations
3Absent Carer at Drop-off
- Passenger remains in the vehicle — do not leave them at the property
- Call the family's primary contact immediately
- If no answer within 5 minutes, call Operations: 1300 374 847
- Operations will coordinate an alternative arrangement or carer
- As a last resort, Operations may direct driver to return to W2C
- Document the incident in writing — time, calls made, outcome
All Parties Are Bound by This Protocol
By participating in the WILLing to Care shuttle program — whether as a driver, carer, family member, or support worker — you acknowledge your obligations under this Passenger Safety Protocol. This document forms part of the Drivision Mobility Solutions Supported Transport Framework.
This protocol is reviewed regularly. The most current version is always available at mobsolutions.drivision.com.au. Questions or concerns should be directed to w2c@drivision.com.au or by calling 1300 374 847.