Alternative communication aids can assist so many people so I am surprised more businesses don’t embrace it. Perhaps, because my dad is hard of hearing and lives with dementia and Braeden is non-verbal, I am more aware of how much alternative communication aids can help with communication. I was therefore beyond delighted to see Metro Trains Melbourne at the Accessible & Inclusive Tourism Conference (AITCAP) showcasing the various services and staff training they have implemented to make communication between staff and passengers easier.
Metro Trains Melbourne – accessible facilities
Several years ago, Metro Trains Melbourne was awarded the Communication Access Symbol, recognising that their staff were equipped with the skills and resources to support passengers with communication difficulties. More than 2500 Metro Train employees participated in training sessions that provided them with the knowledge and tools needed to help communicate messages to passengers who require extra assistance.
Metro Trains Melbourne worked with Scope to create picture boards to assist Metro employees better communicate with passengers with difficulties in communicating. 
Braeden uses picture symbols to make choices and to let people know what he wants and needs. It’s a simple and clear way of communicating which can also benefit people who have English as their second language, anyone with difficulty communicating and travellers from overseas who are wanting to navigate their way around an unfamiliar rail network.
Staff on stations carry these small portable communication cards meaning they can use them at any time with passengers who may need them.
Travellers and staff are also able to use a spelling board which is included in a small paper Metro Communication Tool brochure. This includes the Metro network map, a picture board and a spelling board for anything that is not covered by the pictures.
Auslan & other languages
Staff at Metro Trains Melbourne were also offered the opportunity to learn Auslan (Australian sign language) and now 80 front line staff are able to use Auslan to communicate with travellers who are d/Deaf. In addition, staff who speak other languages wear language badges that identify the language/s they are able to speak fluently in an effort to better support passengers who are not fluent in English.
I was so happy watching the presentation by the team from Metro Trains Melbourne about their accessibility facilities because the more we can recognise that communication comes in many forms, the better it will be both for people living with a disability and staff trying to assist them.
Travel with an assistance animal
Metro Trains Melbourne offers animal relief areas for passengers travelling with an assistance animal on their network at five locations including Footscray, Parliament, Caufield, Flemington Racecourse and Showgrounds stations.
Wheelchair movers
I noticed at Melbourne Airport staff using wheelchair movers so I was interested to learn that Metro Trains Melbourne also offer these. The Wheelchair Mover is a motorised device that attaches to the back of a manual wheelchair (most wheelchairs are suitable) making it safe and easy for staff to assist passengers who have difficulty using station ramps. Passengers can either call ahead to their station, ask staff at the station or use the emergency call button available at the station. Please note this is only for manual wheelchairs and available at Richmond, Caufield, South Yarra, Heidelberg and Box Hill stations.
Hidden Disabilities program
Metro Trains Melbourne is a member of the Hidden Disabilities Sunflower program. If you have a hidden disability but don’t have a lanyard you can get a free sunflower lanyard, wristband or badge from Flinders Street Station or Southern Cross Station. Staff trained in the Hidden Disabilities program will also be recognisable as they wear the sunflower badge.
Metro Trains Melbourne has set a good example for other public transport networks to follow. How wonderful for passengers to be able to travel with greater confidence in knowing that staff have had training and hopefully a better awareness of the needs of travellers with a disability. On a personal note, how great would it be if Sydney Trains adopted the alternative communication so Braeden could have willing conversation partners on the rail network. He’s well known but how much better would it be if staff carried these communication key rings and used them with him?
Keep an eye out for free travel training sessions offered by Metro Trains Melbourne.
An access guide for Metro Trains Melbourne can be found on their website.Â
