Description:
Every transit employee will encounter frustrated, upset, or emotionally charged passengers. Knowing how to respond calmly and professionally can help prevent situations from escalating while promoting a safer experience for everyone. This webinar explores practical de-escalation techniques, effective communication strategies, and methods for recognizing early warning signs of escalating behavior. Participants will learn approaches for maintaining professionalism, reducing conflict, setting appropriate boundaries, and supporting both employee and passenger safety during everyday transit operations.
Date: Thursday, September 17, 2026
Time: 12:00pm–1:30pm ET/11:00am-12:30pm CT/10:00am-11:30am MT/9:00am-10:30am PT
Instructor: Carol Kenderdine, Carol Wright Consulting
Registration Fee: $50 (Payment must be made by credit card)
Registration Deadline – Registration will close on Tuesday, September 15, 2026. NOTE: Every participant must register individually and pay a registration fee.
Description:
Public transportation agencies regularly pose questions to ESPA about accommodating a wide range of mobility devices, including devices that were not originally designed as wheelchairs but are being used by individuals with disabilities for mobility. You asked, we are answering. This webinar provides a practical overview of ADA requirements related to wheelchair transportation, securement, and service delivery in challenging situations. Participants will examine how federal regulations define wheelchairs and other mobility devices, when oversized wheelchairs must be accommodated and operator responsibilities when assisting passengers who use large or heavy mobility devices while balancing accessibility, safety, and regulatory compliance.
Topics to Be Covered:
- ADA definitions of wheelchairs and other mobility devices
- Accommodating devices that were not originally designed as wheelchairs but are being used for mobility
- Requirements for transporting oversized wheelchairs
- Operator assistance responsibilities
- Addressing situations involving heavy mobility devices and passenger safety
- Practical scenarios and frequently misunderstood ADA requirements
- Policies and procedures to support consistent ADA compliance
Date: Thursday, October 15, 2026
Time: 12:00pm–2:00pm ET/11:00am-1:00pm CT/10:00am-12:00pm MT/9:00am-11:00am PT
Instructor: Kristi McLaughlin, Easterseals Project Action Consultant
Registration Fee: $50 (Payment must be made by credit card)
Registration Deadline – Registration will close on Tuesday, October 13, 2026. NOTE: Every participant must register individually and pay a registration fee.