Communication Accessible: EMR given accreditation for the way it communicates with customers

East Midlands Railway (EMR) has announced its accreditation as 'Communication Accessible' by Communication Access UK.

The accreditation acknowledges EMR's recent initiatives aimed at assisting customers during their travels across its network. 

Communication Access UK (CAUK), developed by the Royal College of Speech and Language Therapists in collaboration with various charities and organisations, aims to enhance the lives of individuals with communication difficulties.

EMR's accreditation reflects its efforts to provide enhanced communication opportunities and choices for customers while supporting individual communication needs.

Additionally, it recognises EMR's commitment to provide staff with the necessary skills and knowledge to utilise assistive technology effectively when they are supporting disabled individuals.

EMR has implemented several initiatives, including the introduction of the EMR TALK card for both staff and customers, aimed at facilitating communication and ensuring appropriate support levels.

It has also diversified communication channels to include WhatsApp, BSL, phone, web-chat, email, face-to-face interactions, and social media platforms.

Furthermore, EMR also offers disability awareness training to all new staff which is refreshed biennially. It also provided specific training from Communication Access for 54 frontline staff who work in its Customer Service Centre and at Derby station.

The accreditation entails listing in the CAUK national directory, signifying completion of free training and adherence to standards to achieve Communication Accessible status.

Dave Meredith, Customer Services Director at East Midlands Railway, said: "We are proud to receive this accreditation from Communication Access UK.

"This recognition underscores our proactive efforts in ensuring that every traveller, regardless of communication challenges, feels supported and empowered throughout their journey."

Steve Jamieson, Chief Executive at the Royal College of Speech and Language Therapists, said: "Millions of people throughout the UK have speech, language, and communication difficulties, which are often invisible, making everyday life situations that extra bit challenging.

"Through training staff and implementing simple operational changes, East Midlands Railway has shown that it’s committed to being communication inclusive and breaking down barriers for customers who need extra communication support.

"I’m delighted the company has become Communication Access UK-accredited and that it stands ready to make life easier for customers with communication needs – whether that’s assisting them to book train tickets, navigate their way around railway stations, or access timetable information."