Support we provide
Through our Support Services, we have the potential to make a real and positive change in the community. This is one of our key areas of focus here at KeolisAmey Docklands, and a source of much success for our Non-Profit Organizations partners.
Get in touch with us today and see how you can lend a helping hand with this program.
Back on Track scheme
This scheme has been running for 5 years with proven success to assist independent travel for those suffering with mental health issues, loneliness, anxiety, including social or psychological difficulties. It provides a link between service users in the community and the transport industry, which in this case is KeolisAmey Docklands (KAD), who operates and maintains the Docklands Light Railway (DLR) under franchise for DLRL, part of Transport of London.
We work in partnership with the East London NHS Foundation Trust (ELFT) to provide outpatient support to adults in the Boroughs of Tower Hamlets and Newham.
We are a dedicated team with an embedded Community Mental Health Nurse and Community Ambassadors who have been trained in mental health awareness by East London NHS Foundation Trust.
This scheme is totally in keeping with the Docklands Light Railway’s reputation for accessibility, facilitated through its team, supervised visits to the railway for individuals to help restore their confidence and enable them to travel confidently on the railway.
As a service user, the team will meet you and find out what your needs are and tailor this session to suit your needs. You will be accompanied on your first few journeys to help you gain confidence and become an independent traveller.
The Back on Track scheme improves the experience of our customers and makes the DLR more accessible to all.
To self-refer and take part in this scheme or if there is someone you know who would benefit from it, please contact BoT@keolisameydlr.co.uk
Ticket Machine Training
To provide support to non-users of the DLR, ticket machine training is offered at the DLR station closest to you. This training includes
How to use the ticket vending machines, types of tickets available,
How the validators work,
The promotion of using contactless cards
The importance of tapping in and out at stations to ensure the correct fare is allocated.
Community ambassadors will also explain how and why passengers’ ticket are checked on the train by Passenger Service Agents and what happens when a penalty fare is issued.
Mobility scooter training
Free advice and training is offered to mobility scooter and wheelchair users as part of the Dockland's Light Railway (DLR) Community Ambassador scheme. Run by KeolisAmey Docklands (KAD), operator of the DLR, this scheme will help mobility impaired passengers stay safe while travelling, as well as boost their confidence and independence when on the transport network. Ambassadors are available to meet people of all ages who need mobility support, as well as their carers, to provide training on how to safely operate on DLR platforms and trains, including manoeuvering in and out of station lifts, boarding and leaving the train and the best place to position scooters and wheelchairs inside the train. Guidance will also be provided on how to request assistance during journeys from members of staff on board the train. The Community Ambassadors will conclude the training by accompanying participants on a DLR journey to embed the learnings and advice. The mobility training is available to anyone and can be arranged by contacting the DLR Community Ambassadors (firstname.lastname@example.org or button on top page)
The community ambassadors are trained to work with a variety of individuals and groups with a range of accessibility needs. Through accessibility trips, the ambassadors can accompany individuals/groups on the DLR network and provide relevant training and familiarisation of the DLR routes. These trips provide the support needed to encourage users unfamiliar with the network to travel independently and confidently.
If you are a non-user or an infrequent user of the DLR, please get in touch.
Community Engagement and Inclusion
The Community Ambassadors are involved in a number of events such as open-days,
fun days, fairs, book week and different committees meeting in the local area.
Ambassadors regularly give presentations at schools and community centres, hold drop-in sessions at local supermarkets and libraries, also attend local events where people can get information and advice about travel on the railway. The purpose of this is to make communities involved in their area and to make them more connected to transport.
The Ambassadors organise seasonal events and hampers days to improve engagement with the community and build upon positive community relations.
Our school engagement programme seeks to engage with children from a young age, educating them on how to use the network and emphasizes the importance of respecting each other, fellow travellers and the environment. Working closely with the British Transport Police (BTP) and schools, the community ambassador team also ensure that anti-social and criminal behaviour on the network is tackled.
- Provide bespoke training sessions about safety to the community by identifying hazards when travelling and advise accordingly.
Safety talks with children
Children are taught on safety aspects of using the railway and a background on the DLR and staff. They will also refer to the PSA as a “Train Captain”, which will associate them as the person in charge of the DLR and a person of authority.
They tell children if they are threatened feel anxious or unsure to approach the PSA if they need help/advice/assistance.
Transition to Secondary School
Changing schools is a big step and can be challenging for any child, especially, since this may be the first time that they will travel independently. The training programme is aimed at year 6 children leaving primary school and starting year 7 at secondary school to increase their confidence in travelling safely and increasing their confidence when travelling.