Tips

Assisting people with disability

December 27, 2019 / Australia

As a driver-partner, you can help make transportation more accessible to everyone. Here are a few tips for picking up and assisting riders with disabilities from one of Uber’s accessibility partners, Open Doors Organization.

The basics: How you can help

If you’re unsure, ask

People with disability generally know what they need. If you don’t know how to assist a rider, ask them what you can do to help.

Speak respectfully

Focus on the person rather than their disability. So instead of saying “the blind man,” you can say “Felix, who is blind.”

Welcome assistance animals

Assistance animals are generally allowed everywhere their owner goes. In most circumstances, the law requires that transport service providers do not prohibit assistance animals from getting in their car.

A helpful tip: Break down the WALL

When picking up a rider with disability, think about watching, asking, listening, and learning (WALL)

  • Watch the person to understand their abilities
  • Ask how you can help
  • Listen to their requests and preferences carefully
  • Learn from every person you assist

Watch the video to learn more about “breaking down the WALL.”

Tip: Communicating with riders

If you’re having trouble communicating with a rider, you can try:

  • Being patient and asking yes-or-no questions, when you can
  • Asking the rider to repeat instructions, if you haven’t understood them the first time
  • Avoiding interrupting the rider
  • Avoiding speaking to their companion or carer instead of the rider, unless directed

More tips: Serving people with different needs

Different people have different needs. You can offer great service to your riders by learning the best way to assist them.

Helping people who use wheelchairs or scooters

Knowing how to store wheelchairs and scooters helps people with limited mobility to feel welcome and independent in your car.

Learn more

Helping people who are blind

You can assist people who are blind or have vision impairment by offering to guide them to your car.

Learn more

Helping people who are deaf

You can help people who are deaf or have hearing impairment by being patient and using visual communication.

Learn more

Helping people with service animals

You can help people with service animals by welcoming their companions into your car. In most circumstances, you are required by law to accommodate service animals.

Learn more

All tips provided by Open Doors Organisation. Uber is working to make transportation more accessible to everyone. See how at accessibility.uber.com.