Overview
The HATS Group is the UK's foremost private healthcare provider, excelling in patient-centric transport services with an 'Outstanding' rating for Responsiveness from the Care Quality Commission (CQC). HATS Group operates private ambulances and is regulated by the CQC and Local Authorities for SEND services. The company supports public and private healthcare institutions, delivering over 2,000,000 passenger movements annually. We have an opportunity for a Passenger Assistant to join our team.
Working hours for this role are typically from 07:00–10:00 and 14:00–17:00. This is a 16‑hour contract.
Job purpose: To escort and assist clients with special needs, and help them board and alight vehicles during daily journeys to and from home, school, centre, or other destinations.
Position in the Organisation Chart: Team Leader > Controller > Passenger Assistant.
Responsibilities
* Ensure safety and wellbeing of clients throughout the journey and handover.
* Assist clients to gain safe entry to vehicles and destinations.
* Maintain safety and wellbeing of transport users during journeys and handovers from residence/parent/guardian/carer; primary helper at school; or to care assistants at centres. Assist passengers to board and alight, including physically assisting those with severe disabilities.
* Maintain appropriate communication with the Controller regarding transport issues (e.g., disruptive behaviour, absenteeism, lateness).
* Apply health and safety standards to protect client welfare, including assisting with boarding/alighting, securing wheelchairs, and ensuring seat restraints are used correctly.
* Ensure the interior and exterior of the vehicle are clean and tidy; wear required PPE and uniform.
* Work flexible hours with core hours typically between 07:00–09:00 and 14:30–16:30; follow daily/weekly schedules and report incidents or problems to the Controller.
* Work mainly outdoors in vehicles; adapt to weather, traffic, and road conditions; maintain safe working practices.
* Must not have any physical or mental limitations that could interfere with safe passenger handling and emergency activities.
Daily Functions Of This Role Include
* Operate and use tails lifts, restraints, and related equipment as part of daily routine.
* Conduct health and safety/manual handling activities (pushing, lifting, carrying) including transfers via stairs where appropriate.
* Provide assistance with dressing and emergency toileting for identified clients as required.
Variations of duties depend on service user needs, including mobility, learning difficulties, mental health, age, and disability; involve transport fleets including those adapted for disabled access.
The role may involve risks to personal safety, injury, illness, and health problems arising from day-to-day activities. The jobholder may be required to use mobile communications, tracking equipment, radio, telephone, and GPS, and is accountable for the use of equipment and resources associated with daily activities.
Work Environment & Role Details
The jobholder generally works within established guidelines and procedures but may occasionally need to use initiative to solve basic problems related to escorting clients. For more complex issues, consult the Controller or a supervisor.
The role involves contact with parents/guardians, carers, attendants, teachers, centre organisers, council staff, and other HATS employees in a multi-ethnic environment, providing information or assistance to:
* Clients of Transport Services
* Staff of centres or schools
* Parents/guardians or primary helpers
Rehabilitation Of Offenders Act - The jobholder is exempt from the provisions of the Rehabilitation of Offenders Act 1974 and is required to disclose offences accordingly.
Qualifications & Requirements
* Ability to assist passengers with special needs and operate safety equipment (e.g., tail lifts, restraints) as part of daily duties.
* Willingness to work flexible hours and perform additional duties as service needs dictate.
* Good interpersonal skills to interact with clients, families, and colleagues in a multi-ethnic environment.
Referral prompts and other platform-specific notices have been removed to focus on the core responsibilities and requirements of the Passenger Assistant role.
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