OFFICE OF PUPIL TRANSPORATION

FLEET& SAFTEY OPERATIONS

June 2026

Agenda

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1. Scope of Student Transportation
2. Loading & Unloading Protocols
3. Accidents
4. Insurance
5. Driver & Attendant Misconducts
6. Incident Management Reporting
7. Route Login & Subscription
8. Glucagon Administration Training
9. Protecting & Supporting Immigrant Students

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OFFICE OF PUPIL TRANSPORTATION (OPT)

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In accordance with Chancellor’s Regulation A-801 (see below for regulation with translations) , NYCPS provides transportation to all eligible New York City students in public, charter, and non-public schools. In partnership with the Metropolitan Transit Authority (MTA) and our school age and preschool bus companies, our mission is to ensure safe and reliable transportation to and from school.

Scope of Student Transportation in NYC

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• New York City’s student transportation system operates at a scale unlike any other. OPT manages the largest ground transportation fleet in North America,deploying approximately 9,500 vehicles every day—twice the size of the MTA’s bus fleet.​
• Across all five boroughs and beyond, students rely on OPT not only for traditional busing but also free access to MTA trains and buses through OMNY transit access. This ensures they can reach schools located in New York State (including Westchester County and Long Island), New Jersey, and Connecticut.​
• Every day, this work ensures that students—regardless of location, needs, or school type—receive safe, consistent, and equitable access to education.

Citywide Statistics

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• School-Age Transportation: OPT coordinates 8,345 routes every day, ensuring 139,000 students get to and from school safely and reliably across all five boroughs.​

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• Pre-K & Early Intervention: With 1,155 routes serving approximately 11,000 of our youngest learners, OPT supports early childhood access to education and essential services.​

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• OMNY Transit Access : Nearly 500,000 students use OMNY cards to travel to school—dramatically expanding equitable access to public transportation and providing flexibility for families.

 Loading and          Unloading

OPT/FLEET

Loading and Unloading

Why is this topic so important?

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• Children are at greater risk when loading and

unloading your bus

• We, as transporters, have a moral and legal obligation to do everything possible to prevent injury to every child in our care.
• Today's motorist and countless distractions

make safe loading increasingly challenging.

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Loading and Unloading

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Identified Challenges

• Approaching Stop
• Effective Scanning
• On Board Distractions
• Passing Motorist / Emergency Vehicles
• Use of Yellow & Red Flashers

How to Properly Pull Over

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• Activate ambers at least 300' before school or bus stop
• Position bus 18" from curb in a safe location
• Stop 15' away from students
• Secure bus by setting parking brake, putting bus in neutral, and keep foot on the brake
• Put in park, if equipped, and keep foot on brake
• Keep red lights activated until everyone is seated

Scanning Bus Stop

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• Drivers must glance in all directions
• Check mirrors for running children
• If you see another driver, do you know that they

see you?

• Are vehicles slowing down for your yellow warning lights?
• Are your students unruly at the stop?
• Are there packages, strangers, or animals at the bus stop?

On Board Distractions

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• Ignore Discipline problems
• Do not respond to radio communications

unrelated to the stop

• Do not fidget with switches or bus controls

(fans, heaters etc.)

• No conversations about the stop
• No uncertainty about crossers and non- crossers
• No usage of cell phone, text, social media, photographs etc.

The Passing Motorist

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• Is the oncoming car going to stop
• Is someone passing on the right
• Is anyone passing on a bike or electric scooters
• Identifying emergency vehicles i.e., ambulance and police.
• Communicate this to students

Use of Yellow & Red Flashers

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• The driver of every (bus) shall keep such red signal lamps lighted whenever passengers are being received or discharged or whenever he has stopped within fifty feet to the rear of a vehicle with such red signal lamps lighted, and shall light all other required signal lamps, as a warning, prior to stopping to receive or discharge passengers.

New York State Recommended Loading Procedures

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• All student should arrive at least 5 minutes early to bus stop.
• Student should wait at least 15’ from the road
• When students see the bus they should form a single line
• Wait for the bus to come to a complete stop
• Load in an orderly manner
• Students should fill in the middle seats first, unless they have an assigned seat

New York State Recommended Unloading Procedures

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• Students must remain seated until the bus comes to a complete stop
• Students that are required to cross will line up and exit the bus first
• The driver must remind all the students, as they exit the bus, to “check before you step down”
• Driver should recheck all traffic and make sure it has come to a complete stop

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Loading or unloading in a Bus Lane

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• Loading or unloading in a bus lane should only be done when necessary and there are no alternative options
• Drivers should not be parking or double parking in a bus lane while waiting for a school to receive or dismiss students
• When the driver does pull into the bus lane, they should have their lights on, and the stop-arm always extended.

Drivers/Attendants are responsible for teaching students

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• The danger zones/blind spots
• That they must look for passing motorist before they approach the bus
• About the lights on the bus and how they work
• The dangers of parked cars, snow, banks and hedges, etc. 
• To never chase after the bus
• To never push other students 
• To stay away from the road and intersection
• To always look both ways

Drivers/Attendants are responsible for teaching students (continued)

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• Safe bus stop behavior
• That they must wait in line take turns to get on the bus
• To use the handrail getting on and off the bus
• Encourage and practice middle loading
• If someone makes them feel unsafe, they need to tell an adult

Advising the Parent / Caregiver

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• Confirm the pickup time and drop off time
• Inform them that a child must be at stop at least 5 minutes before the estimated pick-up time
• Supervision at the bus stop can prevents injuries and detour predators
• Follow proper crossing procedures with their child
• Stand back from the bus stop and allow the driver to discharge students
• Communication with the parent must be ongoing to be effective

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Distractions At Stop

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• Unexpected thing happens
• Siblings waiting with students at stop
• Parents, sitters and guardians
• Pets at stop
• Multiple school pickups at the same stop location
• Parents or students screaming for the bus

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Expect the Unexpected Loading

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Morning Pick Up……

This can happen to you……..

Expect the Unexpected Unloading

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Drop Off……

This can happen to you……..

The next slide happened in front of Yeshiva in NYC

The driver of the car was arrested and charged

https://www.theyeshivaworld.com/news/general/1686234/man-who-drove-on-boro-park-sidewalk-has-been-arrested-and-charged.html�

New York State Recommended Crossing Procedures

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• Crosses must take 10 big steps in front of the bus, stop and look at the driver
• Driver and student must make eye contact, “I see You, You see Me”
• Wait for the Universal Crossing Signal
• Student must look both ways before entering the land and crossing to opposite side of the roadway

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Universal Crossing Signal

• Follow the driver’s crossing signal
• “I see you, you see me”
• Students should stop and look both ways before stepping into the road
• Students should stop halfway before crossing in front to check for traffic

Universal Danger Signal

The “Universal Danger Signal” is, if the driver blows the horn, return to where you started from

Can this happen on your route?�

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Questions?

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• Do you think the bus is unloading and crossing students in a good location?
• What can be done to prevent this from happening again?
• Did anyone notice the bus rolling with the red lights activated?

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Answers

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• Do you think the bus is unloading and crossing students in a good location?

Based on what we see probably not. The video does not provide us enough of the surroundings.

This is an example of why it is recommended a bus stop be 100’ from the intersection.

• What can be done to prevent this from happening again?

Move the bus back 100’ from the intersection.

Wait to cross the student until the all oncoming traffic is at a stop.

• Did anyone notice the bus rolling with the red lights activated?

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A Drivers’ Observation

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• Driver must be aware of the BIG PICTURE
• Keep focus outside the bus
• Position the bus at the stop
• Unfamiliar vehicles

A Drivers’ Responsibilities�

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• You are legally responsible for the safety and welfare of the children on your bus
• Never ignore a situation that may put your student at risk
• Are you able to get the bus stopped in a safe location to unload and cross students
• Count and recount, NO EXCEPTIONS
• Pay attention to unfamiliar faces and vehicles. Ask your students if they know them, or recognize the vehicle. Make a note of the license plate number in case you have to report it to someone one

Loading and Unloading�Students With Disabilities and� Special Needs � �

OPT/FLEET

Individuals with Disabilities & Special needs

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• Autism Spectrum Disorder (ASD)
• Deaf-Blindness
• Deafness
• Emotional Disturbance
• Hearing Impairment
• Intellectual Disability
• Multiple Disability

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Individuals with Disabilities & Special needs (con’t)

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• Orthopedic Impairment
• Other Health Impairment (OHI)
• Specific Learning Disability (SLD)
• Speech or Language Impairment
• Traumatic Brain Injury
• Visual Impairment, including blindness

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Unloading Strategies

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• Give clear simple directions, one step at a time
• Be prepared to repeat each direction several times if needed
• Physical prompts
• Drag heels on step to enhance body awareness
• Verbal cues for reinforcement
• Have patience, some will move slower than most of your students

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Loading and Unloading a Student in a Wheelchair

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The driver & attendant should know the:

• Child’s name
• Medical Needs
• Style of chair
• Special securement equipment needed
• Local policy

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Things You Need To Know

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Things you need to know

• Lift Operation
• Wheelchair securement
• Lap trays

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Lift Operation

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• Be sure you have read and understand the lift instructions
• Find a safe loading area at your pick-up and drop-off location
• Set parking brake
• Make sure lift door is secured
• Unfold the lift to the ground

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Lift Operation continued….

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• The wheelchair should be backed onto the lift, with child facing away from the bus always
• Lock brakes on wheelchair
• Make sure the safety strap is across the front of wheelchair
• Hold onto wheelchair as it raises/lowers
• Raise lift and load wheelchair onto the bus

Wheelchair Securement

• Select a wheelchair station
• Face the wheelchair forward
• Know the student’s sensitivity restrictions
• Secure chair with 4-point securements
• Place 3-point lap/shoulder belt and adjusted correctly
• Perform the “shake test” to make sure the chair is secure
• Lock wheelchair locks

What Happens?

• What is the attendant’s responsibility when you have a student in a wheelchair on board the bus?
• Should tie downs be used on every wheelchair?
• Should the wheelchair brakes be locked?
• Does everyone know what a shake test is?
• What happens when these efforts and process are lacking?

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This is what happens when we don’t get it right………….

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Lap trays

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• Lap Trays can cause internal injury in the event of a crash or sudden stop
• Lap Trays must be removed from wheelchair during transport
• Once removed, the tray must be to 5-Gs (or 5 times) its weight, according to federal guidelines
• Lap Tray must be placed in Lap Tray pouch and safely stored during transportation

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Seating Strategies

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• Use their name or picture to help students find their seats
• Some students must sit alone in a seat
• If a student is sensitive to lights or sound you may need to try different locations on bus
• A student sensitive to noise should not sit near a wheelchair loading area or heaters/AC units

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Check for Sleeping Children

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• Perform a thorough inspection of the bus before and after each trip
• This must be a physical inspection
• Drivers and Attendants MUST walk the length of the bus and check all seats
• Must do visual inspections from the front to the back of the bus CANNOT identify sleeping children in all cases
• To complete the check, open the Emergency Exit door from the outside and look into the bus (from the outside through emergency exit door) this gives the driver/attendant a view of what is underneath the seat
• Driver/Attendants will be subject to suspension &/or decertification if a student is left on the bus

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BACKING UP

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• The driver of the vehicle shall not back the same unless such movement can be made with safety and without interfering with other traffic
• The driver of the vehicle shall not back the same upon any shoulder or roadway of any controlled-access highway
• SED recommends that bus drivers back up only when absolutely necessary, using extreme caution and with the assistance of competent “spotter” from the inside rear of the bus whenever possible
• Use of the spotter does not lessen the driver responsibility
• SED also recommends that backing on school grounds be avoided and that bus drivers sound the horn before backing up

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ACCIDENTS � �

OPT/FLEET

ACCIDENTS

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Special needs students 2 injured NYC

What is required when accident occurs?

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• The driver must notify the Contractor, who must notify by telephone, within 15 minutes of the occurrence, school administrators and Office Pupil Transportation (OPT). This is for any accident including with kids, no kids, minor such as side view mirror hit or fender bender.
• As soon as possible upon completion of the run and always within 24 hours of each occurrence, the contractor must enter the accident in OPT Accident System and shall prepare accident reports for DMV, SEV, NYSDOT, OPT and all applicable insurance companies.

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ACCIDENT SCENE

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• The driver is in charge of the accident scene until the authorities arrive.
• The driver should calmly reassure parents that their children are safe.
• When emergency responders arrive, they will need help form the driver to understand exactly what happened, who was involved, and who needs immediate help.
• The driver needs to provide the exact number of passengers on the bus to the emergency responders and inform them of any children with special needs and the nature of those special needs.
• Identify the names and contact information of any potential witnesses that may leave the scene before the police arrive and as soon as possible, make clear and legible written notes of everything remembered about the accident.

Driver Requirements

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• It is mandatory that the driver takes a drug and alcohol test.
• The request for the post accident testing will be requested through PERS and vendors are responsible for uploading the results accordingly.
• The DOE has a zero tolerance for drug and alcohol use.
• If the results comes back positive the driver will be placed on a permanent suspension, which will prevent employment with the NYCPS in the future.
• If the results come back negative the driver can resume work immediately.

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Accident Insurance Information �

OPT/FLEET

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Reexamination of the bus driver

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• Any person employed as a bus driver who has on three occasions been the operator of the motor vehicle involved in an accident, where such accidents occurred within an eighteen month period, shall be subject to a period of disqualification.
• Reexamination shall occur not more than forty-five days prior to the completion of such period of the disqualification; and provided, further, that accidents in which the driver was compl completely without fault shall not be included in determining whether such reexamination is required.

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Incident Management Reporting

OPT/FLEET

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Incident Management Reporting

The training below is used to train dispatchers on what type of incidents should be reported and how. Knowing what is expected of them will help in ensuring you provide them everything they need in a timely manner.

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Common incidents reported to opt

Important

Vendors can ONLY submit low priority student misconducts reports into the queue

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All other reports MUST be called into the General Number (718-392-8855) or Vendor Hotline Number

Valuable Attributes

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• Be flexible and able to adjust to change
• Pay attention to detail when securing a child
• BE PATIENT
• Sincerely care about the student you transport

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Driver Attendant Misconduct

Reasons for Reassignment Consideration

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• Threats - A threat can be made from a parent towards a bus staff or a bus staff towards a parent/student (includes inappropriate gestures and cursing).
• Arguments -. Continuous arguments with a parent and bus crew members.
• Unsafe Driving - Continuous allegations of unsafe driving behavior
• Allegation of excessive force
• Failure to Follow Procedure – continuous allegations for staff not following protocols/procedures

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Reasons for Suspension Consideration

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• Verbal Abuse
• Corporal Punishment
• Driver/ Attendant Abandons Students
• Child left unattended at residence, school or unauthorized stop
• Driver/Attendant fail to assist student who is being harassed or assaulted
• Any Inappropriate touching or sexual behavior towards a child
• Exchange of Money
• Anything considered egregious

Driver/ Attendant Penalties Following Investigation/Review

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• Driver or Attendant abandons bus.
• 1^st offense - decertification
• Curb-to-School (SE) Driver exits the bus while attendant remains on the bus, but motor is running, and students are on the bus.
• 1^st offense – 90-180 days
• 2^nd offense - decertification
• Curb-to-School (SE) Driver or Attendant exits at an unauthorized location while students are on board.
• 1^st offense – written reprimand – 90 days
• 2^nd offense – 90 days - decertification
• 3^rd offense - decertification

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Driver / Attendant Penalties Following Investigation/Review cont’d

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• Curb-to-School (SE) Driver and Attendant leave student unattended on a vehicle, at residence, at school or at an unauthorized stop.
• 1^st offense -180 days
• 2^nd offense -Decertification
• Curb-to-School (SE) Driver and Attendant drops student off with unauthorized person who is known to child and parents/caregivers
• 1^st offense -30 days
• 2^nd offense -30-180 days 3^rd offense Decertification
• Stop-to-School (GE) Driver leaves student on bus
• 1^st offense 180 days
• 2^nd offense Decertification

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Driver / Attendant Penalties Following Investigation/Review cont’d

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• Stop-to-School (GE) Driver leaves students at a school that is closed or an unauthorized stop.
• 1^st offense - written/oral reprimand -180 days
• 2^nd offense - 30 days- Decertification
• 3^rd offense - Decertification
• Driver fails to pick up a student.
• 1^st offense oral/written reprimand -5 days
• 2^nd offense - 5-30 days
• 3^rd offense – 30days-Decertification
• Driver or Attendant uses excessive force or corporal punishment
• 1^st offense – 60 days-Decertification
• 2^nd offense – 180 days- Decertification

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Driver / Attendant Penalties Following Investigation/Review cont’d

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• Driver or Attendant sexually abuses or exhibits any form of sexual behavior towards a student
• 1^st offense – Decertification
• Driver or Attendant shows inappropriate material to students.
• 1^st offense – 30 days -Decertification

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Examples of Child Unattended

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• Student found after the route is over who was left on the bus.
• Student dropped with unauthorized persons.
• CTS student dropped off unattended without authorization (signed emergency contact card).
• Student left at a closed school or unauthorized stop.

Parent Misconduct

GUIDANCE

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Reported time: 24 hours or less��Contact OPT General # 718-392-8855�

Parent/caretaker is always late (student is already with parent)

Parent/caretaker is yelling/screaming/cursing (ONLY)

Parent/caretaker providing student with food/ beverage

Parent/caretaker boarding the bus (non-aggressive)

Parent/caretaker removed item(s) from bus and/or other individual belongings

Parent is in a vehicle and following the bus

Property damage/ throws item(s) at the bus

Reported time: 1 hour or less��Contact OPT General #/Vendor Hotline #�

• Any incidents involving NYPD or EMS
• Allegations of parent using drugs and/ or intoxicated
• Physical force with bus staff or student(s)
• Parent wanting unauthorized individual to retrieve student off the bus
• Physically boarding the bus (aggressively)
• Any incidents concerning student or bus staff safety
• Blocking the bus preventing the driver from proceeding safely
• Parent refusing to go to the hospital to retrieve student for attendant to be released

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Student Hurt�

Reported time: 1 hour or less��Contact OPT General #/Vendor Hotline #�

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Bus companies/bus staff should notify OPT of the following:

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How did the student get hurt?

How many students are hurt?

What is the student(s) status?

Was 911 notified? If so, obtain EMS/NYPD information

If student is taken to the hospital, was the caregiver notified? If so, did the attendant/bus para or school representative go with the student to the hospital and what time did the guardian arrive at the hospital?

Is this a shared route? Were school(s) and parents notified of the delay?

*Vendor should call OPT Customer Service Department if additional contact numbers are needed because the parents/guardians are unreachable

Student Sick

Reported time: 1 hour or less��Contact OPT General #/Vendor Hotline #

Bus companies/bus staff should notify OPT of the following:

• What is the status of the student?
• Was 911 notified? If so, obtain EMS/NYPD information
• If student is taken to the hospital, was the caregiver notified? If so, did the attendant/bus para or school representative go with the student to the hospital and what time did the guardian arrive at the hospital?
• Is this a shared route? Were school(s) and parents notified of the delay?

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*Vendor should call OPT Customer Service department if additional contact numbers are needed because the parents/guardians are unreachable

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Student misconduct�

Reported Time: 24 hours or less��Vendor can submit report into the student misconduct queue or contact OPT General #

• Student yelling or screaming or cursing (ensure student is uninjured)
• Spitting on the bus and/or at people
• Removes shoes/socks/jacket/coat
• Dropping items on the bus floor
• Student refused to approach, board or disembark from the bus
• Student returned back to caregiver

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Reported time: 24 hours or less � �Call OPT General # 718- 392-8855�

• Throwing items around the bus or out the window
• Urinating on other students or bus staff
• Bullying
• Smearing their defecation on others, on the seats, windows, and doors
• Fought with bus staff or other passengers (not happening in real time)
• The exposing of oneself
• Removing all clothing
• Inappropriately touching themselves
• Walking or running on the bus
• Property damage
• Taking someone’s belongings
• Attempting to touch or physically touch emergency door/window or front door
• Student watches inappropriate videos
• Students kissing

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Reported time: 1 hour or less��Call OPT Hotline # 718-610-3427�

• Use of weapons/objects or threats to bring a weapon/threat to kill others
• Touching the steering wheel
• Fighting with bus staff or other passengers (fighting in real time)
• Sexual Harassment
• Student touching another pupil private areas
• Two or more students engaging in consensual or nonconsensual sex acts
• Suicidal students
• Student jumps off the bus

SUSPECTED CHILD ABUSE

Reported time: 1 hour or less ��Call OPT Hotline # 718-610-3427�

Students expressing abuse at home or school: ALWAYS notify OPT, School and Child Protected Services of the incident IMMEDIATELY. The Administration for Children’s Services (ACS) will confirm if they will accept the report or notify Law Enforcement. It could be anyone that is suspected of child abuse – relatives, family, friends, etc. Bus companies and bus staff are mandated reporters. It does not matter if the school mentions they will inform ACS. The bus company and OPT must ALWAYS inform ACS immediately.

Steps when addressing these types of reports:

Contact ACS when there is a report of suspected child abuse. The number is 1800-635-1522 (for mandated reporters or 1-800-342-3720

Notify the school and OPT of the incident

Complete the LDSS-2221A form

Submit complete LDSS-2221A form

Missing student

�REPORTED TIME: 1 HOUR OR LESS �CALL OPT HOTLINE�

Scenario 1- Student jumps off the bus:

• The driver should stop the bus at a safe location and contact 911 immediately. Then, contact the vendor. The vendor MUST inform OPT after speaking with the bus team.�The bus staff or bus company must contact the guardian and school for awareness and support
• Once NYPD arrives, the bus staff will need to obtain NYPD information
• The bus staff must comply to directives given by NYPD and provide update to vendor
• The vendor must provide OPT with all updates
• Are there other students on the bus? If yes - how many?
• If possible, the vendor should explore other options to dispatch another bus to transport those students’ home and notify their parents of the delay

Scenario 2- Caregiver/school places student on the wrong bus:

Once the bus staff or vendor are aware that the student does not belong on the bus, the vendor should contact OPT immediately so support can be provided.

Scenario 3- Student approaches the bus and runs away (student never boarded the bus):

• Bus team should immediately contact the parent and/or school and bus company
• The bus staff should provide dispatch (if possible) a description of the student (type of clothing, book bag, etc.)
• The bus company should notify OPT immediately for awareness and support.

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Parent not home

Reported time: 1 hour or less ��Call General OPT # 718- 392-8855�

During the first attempt, if the parent is not home, the bus staff should contact the guardian for an ETA and/or contact other individuals listed on the emergency contact card. If the guardian is not home, the bus staff should then contact the bus company and school for support. Next, the bus company should contact OPT. Vendor should call OPT customer service department if additional contact numbers are needed because the guardians are unreachable. OPT will likely inform dispatch to have the driver continue the route and circle back around at the residence (or work out arrangements with school staff if possible).

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On the second attempt, if the guardian is still not home and/or school personnel are unable to support, the bus company must call OPT back with an update. OPT will likely inform the bus company to contact 911.

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If the student is already in police custody, dispatch can directly contact the Vendor Hotline #.

STUDENT MISCONDUCT REPORTS��Again, bus companies can ONLY submit low priority student misconduct reports directly into NYCPS Support Hub. If the incident needs to be addressed immediately or within 24 hours or less and there is a safety concern. This is considered a priority report and the bus company must contact the opt customer service department. �

�Submitting low priority incidents into the student misconduct queue: �

• Reports should be submitted in a timely fashion (24 hours or less)
• Curb to School Service: must include the full name and ID number of students involved. Stop to School Service: if the driver does not know the student’s name, the driver should at least provide the stop number and school code the student attends.
• Detailed as possible (without subjective information)
• Detailed information must make sense to the person submitting the report
• Should indicate if school and/or guardian were notified. If possible- should include the name and title of the school personnel informed. E.g., Mr. Perez (bus coordinator)
• No spelling errors and proper use of grammar
• Tag all students involved on the report

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Example of a low priority student misconduct incident CORRECTLY submitted into the queue:

April (dispatcher) is reporting students Michael Smith (ID 12346789) and Samantha Smith (ID 123456788) did not want to board the bus. We waited 8 minutes, then proceeded on the route. The mother took the students back home.

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Example of reports INCORRECTLY submitted into the student misconduct queue

If a vendor is unsure if the incident should be directly submitted into the Call Recording System. Then, it is best to call the customer service department at 718-392-8855 (general number) or the emergency hotline number. The hotline number is only for vendors and not to be given to schools or parents and should only be used for the high priority incidents.

Our office takes incidents that occur on school buses seriously. OPT will continue to work diligently with schools, parents, bus companies, DOE staff from other divisions and internal OPT staff to resolve safety concerns that occur on the bus.

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We are always willing to hear from our vendors when there are concerns with transporting students. We look forward to continuing to work in partnership with bus companies and bus staff to avoid possible escalation.

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Failure to comply will likely result in a violation

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VIA � �

OPT/FLEET

Via for Schools

Driver Refresher Training

Confidential - Trade Secret

Agenda.

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1. Refresher on how to login and subscribe to your AM and PM routes
2. High Level Trouble Shooting Overview
3. Project Overview on OPT’s Modernization Plan w/ VIA

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1. Overview of the School Operating Console

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1. Overview of the Caregiver App

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1. Questions

Using the Driver app.

Confidential - Trade Secret

Reminder that drivers must login to their route TWICE A DAY! 

• First you must (subscribe) to your AM route before leaving your base or before the start of  the AM run
• Then end the shift once you have completed the AM run (ie. when you have dropped off at last school).  
• The second time would be logging into (subscribing) the PM route when you enter your bus for the PM or before the start of PM run
• Then end shift and logout at the end of the PM route (ie. When you have dropped off you last student).

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Tip: Drivers can log into their PM routes as early as 10:30am!

Attention!           Attention!        Attention!

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• Devices are interchangeable between buses and drivers.

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• The device will be fully charged when you pick it up and will be charged while on the bus

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• Devices will be distributed in the yard with trip cards, and collected at the end of the day.

Using your device

You will pick up a Via device from the dispatch office every morning.

Confidential - Trade Secret

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• To turn the device on, start the bus and press and hold the power button.

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• If the device does not turn on, wait two minutes while doing your pre-trip, and try again.

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Turning on the device

You’ll be using a Via device on the bus.

Power Button

Confidential - Trade Secret

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• Tap Scan QR code.
• Hold the barcode on your ID card up to the front-facing camera/selfie camera.
• Move the card so the code shows up in the viewfinder rectangle.
• Note that the camera is front-facing and located near the top of the phone.
• The app should beep and show �a check mark.

Login for AM and PM Shifts Daily

Logging in is simple!

Confidential - Trade Secret

Ensure your device screen appears the same

as Illustrated on the right

If not, see your dispatcher for assistance

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• Select ‘Enter DOE ID manually.’

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• Find the ID number on the back of your Department of Education ID card.

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• Type it in and press Submit.

Logging in

If the QR code scan doesn’t work, that’s OK!

Password set up

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• You’ll be able to choose how you want to log in every day from two options: using a password or getting a code to you device

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OPTION 1 

If you select “Get code to my phone”, you’ll receive a code by SMS every time you log in

• Once you’ve selected “Get code to my phone”, you should get a code within 20-30 seconds to your personal cell phone
• ** the text will be sent to the  number associated with your PETS profile. If that number is out dated you should choose "Use Password" option until you can have your HR team update PETS accordingly

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OPTION 2 

• If you select “Use password”, you’ll be prompted to create a password. The password should meet the following criteria: include at least 8 characters, 1 digit, 1 uppercase letter and 1 lowercase letter. �

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Selecting your vehicle number

After logging in, select your vehicle number:

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• A drop down menu will appear with all the existing vehicle numbers so you can choose it directly, or search by typing the first few digits.

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• When you see your vehicle number, tap it, then move on to selecting a route.

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Note: your vehicle number should be visible on the front, side and back of the bus! This is not the same as the license plate. Also, if your vehicle # does not display you will need to notify dispatch.

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After selecting your vehicle number, select your route:

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• A drop down menu will appear with all the existing routes so you can choose it directly, �or search your route by name.

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• If you see your route name, tap it, then tap Next.

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You’re ready to drive!

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Note: if you are taking the last route of the day, �the app will automatically take you to that route after login and you won’t have to go through this route selection process.

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Selecting your route

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• To do so, tap Menu - remember, this is the round button with three lines. �
• Tap End Shift, and you’ll be brought back the stage where you can go online�
• From there, you can select a route or log off (note: you will be automatically logged out after 60s)

Ending Shift  

You should end shift in two scenarios:

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1. If you have completed a route�
2. If you selected a route by mistake

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Changing routes

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• If you selected the wrong route, no problem!�
• In the map screen, go to the menu and select End Shift, then confirm the action.�
• To select a new route:
• Select Go online in the bottom right
• Select the new route name in the route selector and press Next .�
• You will automatically be logged out 60s after ending shift so make sure to press Go online �if you plan on starting a new route. �
• Dispatchers have the ability to remotely log drivers out if they are on the wrong route. �In that case, simply log in again with the �correct route.

Confidential - Trade Secret

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• Should you need to manually log out, enter the Menu - remember, this is the �round button with three lines.

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• Tap Log Out - that’s it!

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Logging out

You’ll automatically get logged out 60s after ending shift, unless you choose to “Go online”.

Confidential - Trade Secret

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• Hold down the power button �on the right side of the device�
• From there, tap the red Power off button. Confirm by tapping it again.

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• To restart the device, follow the same process with the green Restart button instead.

Powering off the device.

Turn off the device before leaving �the bus to help maintain the battery.

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• Pinch...

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• Place...

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• Plug in!

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Set the “x-grip” on the right side of the device.�

That way, the grips won’t press any buttons.

Setting the device in the mount

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Let’s walk through a typical day.�

1. Log in to the device.

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2. Select your bus number�

3. Select your morning route.

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4. Bring your device on to the bus  and place it in the mount.

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5. Once you’ve finished  your morning route,  tap ‘End Shift.’

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6. Take your device with you if leaving the bus.

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Let’s walk through a typical day.��7. When entering the bus for the afternoon route, turn on the phone

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8. Select your afternoon route.

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9. Once you’ve finished your afternoon route,  tap ‘End Shift.’

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10. Go to the menu and log out.

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9. Power off the device. 

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10. Return your device with your trip card. (This step may differ vendor to vendor)

Confidential - Trade Secret

Agenda.

2

1. Refresher on how to login and subscribe to your AM and PM routes
2. High Level Trouble Shooting Overview
3. Project Overview on OPT’s Modernization Plan w/ VIA

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1. Overview of the School Operating Console

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1. Overview of the Caregiver App

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1. Questions

Troubleshooting login and route selection

If you get an error message:

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1. Double-check that you’re typing the correct ID number, password, or route number.

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1. If you can’t solve it, tell dispatch.
• For login issues they can reset your password
• For other issues they can switch out your device

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Confidential - Trade Secret

Issue: DOE Staging

Driver App Tickets

Issue Description: Driver is unable to log in to a device that says ‘DOE-Staging’ on the login screen.

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If a driver fails to login to a device successfully, but can successfully use the same credentials on another device please have the end user confirm if the device says ‘DOE-Staging’ or ‘New York City School Bus’.

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Information needed from end user:

• Vendor name & contact
• Device number
• Confirmation if phone is set to DOE Staging

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Via. Proprietary & Confidential.

Issue: DOE Staging cont.

Driver App Tickets

Next Steps:

• Power off device
• Open the Driver App and select ‘New York School Bus’ option that pops up
• If this does not pop up, the driver should reach out to their dispatcher
• Dispatcher should submit a CRS ticket with the IMEI and device number

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Issue: Defective Device / Replacement

Hardware Tickets

Issue Description: If a device is experiencing any of the following issues:

• Broken/cracked screen
• Device won’t power on
• Device won’t keep charge

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Information needed from end user

• Vendor name & contact information (including shipping address)
• Device number
• Description of the issue

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Next Steps:

• Driver should reach out to Dispatcher
• Dispatcher should submit SupportHub incident ticket.

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Via. Proprietary & Confidential.

Issue: No Network Connection

Driver App Tickets

Issue Description: Device fails to connect to the internet preventing the user from accessing the Driver App. Device says ‘Check your connection’. 

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If a device has no network connection, it’s likely that there is no SIM card in the device. 

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Information needed from end user: 

• Vendor name and contact (including shipping address) 
• Device number 
• Message that appears when device is turned on
• Description of the issue

Next Steps: 

• Driver should reach out to Dispatcher 
• Dispatcher should submit a Incident ticket

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Issue: Forgot Password

Driver App Tickets

Issue Description: A driver doesn’t remember their password

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Without a valid password, a driver can’t login to the Driver App

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Information needed from end user:

• Driver’s ID

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Next Steps:

• Driver should reach out to Dispatcher
• Dispatcher will reset the password in the VOC
• Dispatcher will provide temporary password to driver.

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135

Via. Proprietary & Confidential.

Agenda.

2

1. Refresher on how to login and subscribe to your AM and PM routes
2. High Level Trouble Shooting Overview
3. Project Overview on OPT’s Modernization Plan w/ VIA

​

1. Overview of the School Operating Console

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1. Overview of the Caregiver App

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1. Questions

Introducing the NYC School Transportation Modernization Project - an initiative part of the NYCDOE Student Transportation Modernization Plan

3

Via. Proprietary & Confidential.

The goal of the partnership between the New York City Public Schools (DOE) and Via is to provide real-time, route-linked GPS technology in all NYC school buses. The NYC School Transportation Modernization Project will solve real problems for caregivers, students, school administrators, and drivers:

• Currently there is no quick, reliable way for caregivers and schools to verify the location of student’s bus
• Schools and caregivers can’t plan around exact pickup and dropoff times
• Buses spend unnecessary time waiting at stops and stuck in traffic

Confidential - Trade Secret

Via’s solution consists of a set of powerful technology modules designed to meet the needs of all NYCDOE stakeholders.

Proprietary s Confidential.

4

Admin Console (SOC)

Key Functionality:

• Visibility into real-time route subscription and bus location
• Student, Driver, Vehicle Account Management
• Reporting

Driver App

Key Functionality:

• GPS and real-time location tracking
• Digital route manifest
• Turn-by-turn directions
• Ridership tracking

Caregiver App

Key Functionality:

• Real-time bus location
• Arrival time notifications
• Student boarding details
• Language support
• FAQs

Route Manager

Key Functionality:

• Comprehensive routing tool for creating and planning GE and SE routes
• Smart route generation and optimization

Administrative Console s HUB - SOC

5

Via. Proprietary & Confidential.

Objectives

Provide school users, school bus companies (SBCs), and DOE admin users with the ability to view and manage performance of routes, view live location of vehicles / routes and view information on ridership, routes, drivers and SBCs in real-time as well as historically.

Features

• Real-time notifications about route subscription
• View up-to-date ridership data per route
• Historic overview s reporting on planned vs actual routes
• Dedicated version for Schools and SBCs (with adjusted scope and functionality)

Caregiver Application - NYC School Bus

6

Via. Proprietary & Confidential.

Objectives

Provide caregivers with an easy interface to track the location of the bus for their route, and receive notifications about arrival times.

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Features

• Login through NYCSA integration (DOE student / parent portal), viewing the live location of the bus (with large bus size for security), as well as the name of the driver and the route
• Track activity of bus of multiple students in single view
• Easy to access FAQ and contact information per student (SBC, school, etc)
• Manage notifications and language in settings
• Web-version for caregivers without smartphone

Driver App GPS Tracking

7

Via. Proprietary & Confidential.

Objectives

Record the driver, route and vehicle combination that is performing a route on any given day and obtain the GPS information for the real-time location of the driver on the route, providing drivers with turn-by-turn routing instructions and allowing DOE to manage route on-time performance per stop.

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Features

• DOE-managed secure login
• Pre-installation of the app on every driver device, allowing for the route s plate selection process
• (Future) Ability to scan bus passes and mark students onboard
• (Future) Updated information with planned changes each time driver subscribes to a route
• (Future) Turn-by-turn navigation (both audio and visual), optimized to account for traffic conditions
• (Future) Assigned stop manifest in app
• (Future) Estimated arrival time per stop

Agenda.

2

1. Refresher on how to login and subscribe to your AM and PM routes
2. Project Overview on OPT’s Modernization Plan w/ VIA

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1. Overview of the School Operating Console

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1. Overview of the Caregiver App

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1. Questions

The school operations center is the system used by your vendors, OPT and schools. We will be providing a high level overview of how you vendor utilizes the Hub.

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Many common Admin tasks are performed in the Hub.

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Vendor can access the Hub on the left sidebar menu of the SOC’s home page.

Hub

Confidential - Trade Secret

• Each pin on the map represents a �logged-in device.

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• When the route has been subscribed, it will display the route ID on the pin.

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Hub: Map

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• Click the bell icon on the left sidebar menu to see your notifications

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• This list will notify’s the vendor when a driver in your company has had a problem logging in, such as an incorrect password

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• Please note: notifications appear in the Hub if a driver fails to successfully login within a 10 minute time frame of their first attempt

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Notifications

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• Click any pin on the map to see detailed information on:
• Route Name
• Driver Details
• Bus Info

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Hub: Live info

Confidential - Trade Secret

• Click on the statistics icon to review detailed information regarding your company’s route subscription status

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• An overview of routes and buses will appear

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• Click on the blue arrows to expand the statistics box. User can review the following information
• Planned Routes
• In Progress Routes
• Completed Routes
• Unclaimed Routes

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• Click on any of the options to review a full list of routes on the left hand side of the screen

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Hub: Key status bar

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• After clicking the icon, a list of unclaimed routes will appear on the left hand side of the Hub

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• You can scroll through this list to see all of the currently unclaimed routes for your company�
• Click any route to view additional details.

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Hub: Unclaimed Routes

Confidential - Trade Secret

Agenda.

2

1. Refresher on how to login and subscribe to your AM and PM routes
2. Project Overview on OPT’s Modernization Plan w/ VIA

​

1. Overview of the School Operating Console

​

1. Overview of the Caregiver App

​

1. Questions

NYC School Bus App - Tracking

• Using the “Track” screen, caregivers have the ability to track the bus’ location of multiple students in a single view
• Students associated with the caregiver’s NYCSA account will automatically populate into this menu

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• Caregivers will be able to view live location of bus, as well as the name of the driver and the route
• Note: The bus is purposefully not to scale for security purposes

NYC School Bus App - Support

• The support page provides two options for caregivers:
• Contact Support: Easy to access contact information associated with each child including
1. the school bus company that services their route and
2. the phone number for the Parent Coordinator for their school
• FAQs: Robust FAQs to help caregivers self-service their questions

Final Lesson

• Glucagon
• Park Outs
• Protecting and Supporting Immigrant Students

Glucagon Training Reminder

153

Pursuant to a court order and Chancellor’s Regulation A-802, all DOE-contracted bus drivers and attendants transporting a student with diabetes are required to be trained in how to administer glucagon annually. This training is conducted by the Office of School Health/ DOHMH in conjunction with the Office of Pupil Transportation. Following the training the driver and/or attendant are required to work with the school’s 504 and/or transportation coordinator to receive the Quick Action Guide and identify exactly who the student(s) are on their route with a registered DMAF. The quick action guide will then be kept on the bus for the crew to refer to as needed.

Glucagon Training Reminder cont’d

154

• Crews must be trained within 5 business days of a student on their route being identified as having a registered diabetes medical administration form
• If a crew member fails to attend the required training, they will need to be reassigned
• Trainings are normally held bi-weekly and is coordinated by OPT with the vendor
• If the school does not provide the quick action guide to the bus crew after they have been trained. That should be escalated to your dispatcher immediately so that they can escalate to OPT
• For STS routes, drivers will need to work with the school on physically identifying who the student is that may require glucagon

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Park-Outs

155

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Protecting & Supporting Immigrant Students

/nycschools

schools.nyc.gov/ProjectOpenArms

The protocol for interacting with non-local law enforcement (NLLE) is simple and ensures that protocols are consistent with New York City Public Schools (NYCPS) policies.

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If approached by Non-Local Law Enforcement, drivers must

• Ask for documentation
• Notify Dispatch
• Dispatch will contact NYCPS legal counsel at the NYCPS hotline
• Dispatcher will deliver guidance to the driver

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Summary of Protocol in a Nutshell

1. Drivers ask to see documentation on the request for access.

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1. Drivers notify their dispatchers of the request and share a photo (if possible) of any documents or any explanation provided by the officer.

Step 1 - Drivers Ask for Documentation

1. Dispatchers will first contact NYCPS legal counsel at the NYCPS Hotline (718-935-2440) for guidance on next steps

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1. Dispatchers will share the guidance with drivers.

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1. Dispatchers will then follow standard protocols in notifying the Office of Pupil Transportation (OPT), schools, and families as they would for any school bus delay or local law enforcement encounter.

Step 2 - Dispatch contacts NYCPS legal counsel at the NYCPS hotline and OPT

As a reminder:

• Access should be given only when required in response to an appropriate warrant or court order or there are exigent circumstances requiring access.
• Transportation employees should not put themselves in physical danger under any circumstances. Never engage in a physical or verbal altercation with a law enforcement officer.
• If law enforcement attempts to arrest a bus driver, and there is no other bus company employee on the bus, the bus driver must immediately contact dispatch.

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Reminders

/nycschools

schools.nyc.gov/ProjectOpenArms

For More Information

162

Preston Harts Jr. Phartsjr@schools.nyc.gov