Transforming Student Transportation: The First Serves Initiative in Berkshire Local School District

In an inspiring move to improve the student transportation experience, First Student has partnered with the Berkshire Local School District in Berkshire, Ohio, to launch its innovative First Serves program. This initiative aims to foster a calm, safe, and supportive environment for students during their daily commutes. The program is particularly focused on meeting the unique needs of students with special requirements, ensuring that they enjoy a smoother and more positive riding experience.

One of the core features of First Serves is its specialized behavioral training for drivers and onboard staff. This training, which covers areas such as behavioral function, the rage cycle, and proactive de-escalation strategies, prepares staff to handle challenging situations with confidence and empathy. By responding to incidents in a proactive manner, bus personnel support a safe atmosphere, which is reflected in a notable decrease in referrals for misbehavior on buses, which dropped by 20% from the 2022-23 to the 2024-25 school years.

The impact of the First Serves program on student well-being is remarkable. For instance, one non-verbal student with autism who previously felt anxious during transitions is now thriving due to the newly established calm and consistent routine on their school bus. Another student, who once struggled with emotional outbursts, is now able to enjoy a more stable and less stressful journey, thanks to the proactive techniques learned through the program.

John Kenning, the CEO and President of First Student, emphasizes the program's holistic approach towards student care. He states, “First Serves has not only enhanced the experience for students with special needs, but it has also elevated the overall culture of our transportation system.” The collaboration with behavioral specialists from esteemed research institutions and children's hospitals ensures that the transportation experience is not only safe but also nurturing for every child.

Another significant element of the First Serves initiative is the implementation of Individual Transportation Plans, designed to give parents a platform to share important insights about their child's specific needs. This collaborative approach involves bi-weekly check-ins between transportation leaders and special education directors to keep everyone aligned and informed. These practices aim to build trust and foster strong connections among families, schools, and the community as a whole.

Bill Kermavner, Director of Student Services and Early Childhood Center at Berkshire, praises the program's effectiveness: “In my more than 30 years in education, I can confidently say that the First Serves program at Berkshire is the best program I’ve seen for meeting the unique transportation needs of our special education students.” He highlights the dedication of First Student’s team in addressing challenges promptly and fostering a culture of safety and consistency for each child's arrival and dismissal.

Drivers have also reported a significant transformation in their daily routines due to the First Serves program. Kathy Sands, a van driver, shared her experience, noting how the training has equipped her with the necessary tools to manage challenging behaviors effectively. “This training gave me the tools to understand why behaviors happen and how to respond with empathy and confidence,” she explained. This has not only made her van a more peaceful place but has also rejuvenated her passion for her work.

First Serves is beginning to be recognized beyond the local level as it prepares to be showcased at the 2025 Council of Administrators of Special Education (CASE) conference in Oklahoma City. This event will spotlight the innovative practices that enhance the lives of students with disabilities.

In addition, First Serves has recently been awarded the T-Mobile Innovation in Customer Experience Award and has achieved an industry milestone by being approved to offer Continuing Education Units for Michigan social workers. These accolades not only signify recognition of First Student's consistently high standards of empathy and innovation but also place the program as a leader in the field of student transportation.

As First Student continues to expand and refine the First Serves program, it reinforces its commitment to not only providing safe transit but also ensuring that every ride is a valuable opportunity for students to feel supported as they embark on their educational journey. With 5.5 million student rides delivered daily across North America, First Student is redefining what it means to transport children to and from school with care and commitment. In a world where every child deserves a nurturing beginning, First Serves is setting a new standard in special needs transportation and support, making a positive difference every day.