Unstoppable Tracy: Motivational Speaker, Author, and Decorated Athlete
uberASSIST Education Guide
This Education Guide can be used by all uberASSIST driver-partners to learn tips for providing 5-star service.
This content is Tracy Schmitt’s property and it reflects her views and opinions only. Participation in the ASSIST education course is completely voluntary, as is partnering with Uber’s ASSIST platform itself.
Quick Tips to Remember
1) PUT THE PERSON FIRST: Remember to put the person first and and the disability second. Example: don’t say disabled person, instead say person with a disability!
2) WHEN IN DOUBT…JUST ASK!
3) GET OUT OF YOUR CAR TO BE AVAILABLE TO HELP: Not every customer will need assistance- the key is to be available and ask.
4) REMEMBER WALL:
WATCH: Be observant of a passenger and their abilities.
ASK: Never hesitate to ask for a person’s preferences and don’t make assumptions.
LISTEN: Pay attention to what a customer says and act on it. Feel free to repeat their instructions for clarity.
LEARN: Store this information and experience to build on for next time!
Part 1: Introduction (USA)
What you’ll learn about:
- Introduction to uberASSIST and why you should be excited about it
- Introduction to our instructor Tracy and how she has benefited from uberASSIST
Part 2: ASSIST Online Education Course Interacting with People with Disabilities
What you’ll learn about:
- How to speak about disabilities (“Person first” language)
- How to approach assisting anyone who might have a disability (“WALL”: Watch, Ask, Listen, Learn)
Part 3: Assisting passengers with specific disabilities
What you’ll learn about:
- How to best assist passengers with specific disabilities: mobility impairments, visual impairments, hearing impairments, speech impairments, cognitive impairments
- Tips for assisting older passengers
Part 4: Frequently asked questions & Final tips from Tracy
What you’ll learn about:
- How to notice an uberASSIST request and meet your rider
- Final tips from Tracy for 5-star service
