Finding home without an address: Rita’s care helps a vulnerable passenger

PUBLISHED ON 28/09/2020
Finding home without an address: Rita’s care helps a vulnerable passenger

When faced with a confused elderly passenger on Route 903, her years working in nursing and healthcare helped Transdev bus driver Rita Camilleri manage a stressful situation.

The elderly passenger boarded Rita’s Route 903 service to Altona with the help of another driver, who told Rita the passenger had missed his stop because he couldn’t remember where it was.

Once on board, Rita kept a watchful eye over the passenger as she drove him to his requested destination of Templestowe/Bulleen.

Rita attempted to locate the man’s destination by stopping at several streets in the area to see if he recognised any landmarks.

However, when the passenger didn’t seem to recognise any of the streets, Rita’s concern grew.

Rita asked the man for identification to see if she could locate his home address. However, the only form of identification the passenger could produce from his wallet was a piece of paper with his first name written on it.

With evening approaching, Rita contacted the Transdev Operations Control Centre to advise them of the situation and was directed to take the man to Heidelberg Railway Station where Protective Services Officers could assist.

Rita left the passenger with station staff after being assured they would contact Victoria Police and he would be well looked after.

Rita’s caring and empathetic nature is evident as she discusses the incident saying; “I was really worried for him and knew that someone might be missing him. I was really glad that I was able to keep him calm and connect him with help so he could get home safely.”

Before joining Transdev three years ago, Rita worked as an emergency nurse and in pathology, most recently at The Alfred Hospital.

Rita drew on the same communication skills, empathy and problem solving skills she developed in her career in nursing to help provide exceptional customer care for a vulnerable bus passenger.

For her efforts, the Sunshine West driver has been nominated in the Safety Hero category of Transdev’s employee recognition program, the Journey Maker Awards.

The program recognises employees across Australia and New Zealand who embody Transdev values and go above and beyond in their daily work.

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