ICSA station staff training

Raymond Bisk 76 made this Freedom of Information request to Transport for London

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was partially successful.

Dear Transport for London,

Please provide the training manual, as used by the trainers to deliver the course taken by Incident Customer Service Assistants and the requirements to be eligible for that role.
Please also provide the licensing and familirisation requirements to fufil that role and how staff are assessed as competent after their initial training. As well as pass and fail results for assements.

Yours faithfully,

Mr R Bisk

FOI, Transport for London

Dear Mr Bisk

TfL Ref: 2150-1314

Thank you for your email received by Transport for London (TfL) on 31 January 2014.

Your request will be processed in accordance with the requirements of the Freedom of Information Act and TfL’s information access policy.

A response will be provided to you by 28 February 2014.

In the meantime, if you would like to discuss this matter further, please do not hesitate to contact me.

Yours sincerely

Jasmine Howard
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London

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FOI, Transport for London

1 Attachment

Dear Mr Bisk

TfL Ref: 2150-1314

Thank you for your email received by us on 31 January 2014 asking for information about ICSA station staff training.

Your request has been considered in accordance with the requirements of the Freedom of Information (FOI) Act and our information access policy.

Because we are in the process of finalising our response we have not been able to resolve your request within the statutory 20 working day.

We intend to provide you with a full response as soon as possible. Please accept my apologies for this delay.

In the meantime, if you have any queries relating to your request, please do not hesitate to contact me.

Please see the attached information sheet for details of your right to appeal.

Yours sincerely

Jasmine Howard
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London

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FOI, Transport for London

1 Attachment

  • Attachment

    Training Documents 2.zip

    16.2M Download

Dear Mr Bisk

 

TfL Ref: 2150-1314

 

This is the third email with additional files attached in response to your
Freedom of Information request about Incident Customer Service Assistant
(ICSA) station staff training.

 

Yours sincerely

 

 

Jasmine Howard

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

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FOI, Transport for London

4 Attachments

Dear Mr Bisk

 

TfL Ref: 2150-1314

 

This is the fourth email with additional files in response to your Freedom
of Information request about Incident Customer Service Assistant (ICSA)
station staff training.

 

Yours sincerely

 

 

Jasmine Howard

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

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FOI, Transport for London

3 Attachments

Dear Mr Bisk

 

TfL Ref: 2150-1314

 

This is the fifth and final email with the remaining files attached in
response to your Freedom of Information request about Incident Customer
Service Assistant (ICSA) station staff training

 

Please see the attached information sheet for details of your right to
appeal as well as information on copyright and what to do if you would
like to re-use any of the information we have disclosed.

 

Yours sincerely

 

 

Jasmine Howard

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

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FOI, Transport for London

1 Attachment

  • Attachment

    ICSA Tickets and Oyster Training Documents 3.zip

    20.8M Download

Dear Mr Bisk

 

TfL Ref: 2150-1314

 

Further to my previous email in response to your Freedom of Information
request about Incident Customer Service Assistant (ICSA) station staff
training, this is the second email with further files attached.

 

Yours sincerely

 

 

Jasmine Howard

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

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FOI, Transport for London

1 Attachment

  • Attachment

    Training Documents 1.zip

    20.3M Download

Dear Mr Bisk

 

TfL Ref: 2150-1314

 

Thank you for your email received by us on 31 January 2014 asking for
information about Incident Customer Service Assistant (ICSA) station staff
training. Please accept my apologies for the delay in responding.

 

Your request has been considered in accordance with the requirements of
the Freedom of Information Act and our information access policy.  I can
confirm we hold the information you require.

 

Due to the size of the attachments, it is necessary to send five emails in
total.

 

Attached are copies of the training material in the zip file, which are
grouped under the following classifications:

 

·         ICSA CMS (Competence management System) Assessments

 

·         ICSA Connect & Operational Comms

 

·         ICSA Customer and Accessibility

 

·         ICSA Fire

 

·         ICSA POMs (Passenger Operated Machines) and Gateline Management

 

·         ICSA Roles and Responsibilities

 

·         ICSA Rules and Procedures

 

·         ICSA SATS (Site Acceptance Test)

 

·         ICSA Tickets & Oyster

 

As requested, please find attached examples of an ICSA license, a Station
Familiarisation form, plus an Ezone Report, listing the volunteers’ pass
rates.

 

For details of how staff are assessed as competent after their initial
training, please see the Incident ICSA Competence Standards & Guidance, in
addition to the Log Book, explaining further.

 

Please note that in accordance with TfL’s obligations under the Data
Protection Act 1998 (DPA) any personal data has been removed, as required
by section 40(2) of the FOI Act. This is because disclosure of this
personal data would be a breach of the DPA, specifically the first
principle of the DPA which requires all processing of personal data to be
fair and lawful. It would not be fair to disclose this personal
information when the individuals have no expectation it would be disclosed
and TfL has not satisfied one of the conditions of Schedule 2 of the Data
Protection Act which would make the processing ‘fair’.

 

If this is not the information you are looking for, or if you are unable
to access it for some reason, please do not hesitate to contact me.

 

Yours sincerely

 

 

Jasmine Howard

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

 

 

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