Online photo of the inaugural group of attendees at the CARE Ambassador training programme.
When international air travel started to slow during the initial days of the pandemic, Changi Airport Group (CAG) knew it was important to seize the initiative and make good use of the crisis. It was with this in mind that CAG started the ONE Changi CARE Ambassador Training Programme, to build awareness and upskill frontline workers at the airport.
The programme was designed to equip frontline staff with the skillsets to enable them to better recognise and engage visitors and passengers with different disabilities. The programme is in partnership with the Rainbow Centre, which is recognised by the National Council of Social Services (NCSS) as a special needs training provider.
Staff are equipped with the skills to recognise passengers with different types of disabilities, and how to serve them better in a more inclusive way.
In particular, CAG’s Quality Service Management team wanted to increase their frontline colleagues’ awareness of invisible disabilities among passengers, such as those with Autism Spectrum Disorder. Being harder to identify, the programme trained the staff to pick up characteristics such as repetitive behaviour patterns and challenges in initiating or maintaining conversations.
After learning to identify such passengers, the trainers also shared some of the best ways to interact with them, such as gaining the person’s attention, using visuals to communicate, as well as talking using simple and specific words.
Changi Journeys sits with three frontline colleagues who attended this three-day online training programme, to learn how this workshop helps them take better care of Changi’s passengers.
Joy Zhang, Aviation Security Officer