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TRENDS


The Customer Service Factor of Student Behavior


Last fall, 94 percent of readers responding to a School Transportation News survey said the quality of their customer service is a core mission or value of their organization. But parents and students are not the only beneficiary of service provided by transportation departments. Drivers and attendants of all school bus rides rely on safety training offered by their employers. And where that training most visibly intersects with


50% said student behavior management is


considered the “most important” part of driver and attendant training they provide


Student behavior management is included


in 95% of transportation pre-service and in-service training (Out of 125 responses)


PBIS is used in 61% of school bus settings for all passengers


17% 11% 10%


94% do not use PBIS don’t know PBIS is used only for students with special needs (Out of 126 responses) communicate expectations of proper student behavior to parents (Out of 127 responses)


parents and students is onboard behavior. The email survey was sent in November to 4,665 magazine subscribers nationwide who have the job titles of transportation director and supervisor, to learn how their operations provide training to staff on student behavior. A total of 171 readers filled out the survey for a response rate of nearly 4 percent. The complete survey results are shown below.


48% 2%


said student behavior management is “moderately important” said student behavior management is “least important” (Out of 125 responses)


Transportation is included in over 9 out of 10 school district policies on student bullying (Out of 127 responses)


How transportation departments communicate student behavior expectations to parents


64% 58% 46% 22% 16%


64% beginning of the school year


district website (blogs announcements, etc.) in-person meetings, as necessary letter addressed to the family residence email social media (Out of 121 responses. More than one answer was allowed. Total does not equal 100.)


Frequency of parental communication for student behavior 24% as needed


6% each semester or quarter


5% other


1% monthly (Out of 121 responses)


16 School Transportation News • JANUARY 2020


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