[acb-hsp] FW: [Geb-grads] From the TSA

[Peter Altschul]

Passenger Support Specialists Program (PSS)


*	Passenger Support Specialists are Transportation Security Officers,
Lead TSOs and Supervisors who, in addition to their regular checkpoint
duties, have volunteered to take on the collateral responsibility of
assisting passengers who may be in need of assistance.  
		
*	A traveler who needs assistance or is concerned about his or her
screening can ask a checkpoint officer or supervisor for a Passenger Support
Specialist at the respective checkpoint. Or, if TSA personnel recognize
someone is having difficulty, a PSS could be called to ask whether
assistance is needed.
		
*	TSA still encourages travelers with disabilities and medical
conditions to contact TSA Cares before they fly. At some airports, Passenger
Support Specialists will also complement the TSA Cares program.  

*	In the course of assisting a passenger, the PSS will adhere to all
of TSA's Standard Operating Procedures (SOPs).  While customer service will
be emphasized, security is our primary mission and will not be compromised.

*	While all Transportation Security Officers receive training on how
to screen individuals with disabilities and medical conditions, PSSs receive
enhanced training directly from subject matter experts in the field of
disability and from individuals with disabilities themselves.  

*	PSSs receive approximately four hours of additional training,
including two hours from the TSA Disability Branch, focused specifically on
travelers with disabilities and medical conditions. This training includes
additional instruction on civil rights for individuals with disabilities and
medical conditions, and strategies for providing assistance with dignity and
respect.
		
*	Members of TSA's disability coalition helped to develop, and
participated in, the training of our PSS volunteers to ensure that our
specialists are learning directly from the community they will be assisting.
		
*	TSA is committed to having a Passenger Support Specialist available
during all screening checkpoint operating hours.  If a traveler believes he
or she may need to request the assistance of a Passenger Support Specialist,
he or she is encouraged to arrive at the airport early and immediately ask
an officer or a supervisor for a PSS. 
		
	
Becky Barnes
Manager, Consumer Outreach * Graduate Support
Guiding Eyes for the Blind
914-243-2210
800-942-0149 ex. 2210
bbarnes at guidingeyes.org
www.guidingeyes.org 
Please be advised that should you have urgent matters pertaining to the
health and or quality of work of your Guide dog, you should contact the
Guiding Eyes
training department as soon as possible.  Training staff will be able to
offer professional
support.
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