First Student reported positive results from its First Serves behavioral support program, implemented in partnership with Berkshire Local School District in Berkshire, Ohio. The initiative, designed to improve student behavior and safety on school buses, has reduced bus referrals and strengthened collaboration between transportation staff, educators, and families.

The First Serves program provides school bus drivers and on-board staff with training in behavioral functions, the rage cycle, and proactive de-escalation strategies. The goal is to equip transportation personnel with tools to respond confidently and compassionately to behavioral challenges.

After Berkshire Local Schools fully implemented First Serves, bus referrals for student misbehavior dropped 20% between the 2022–23 and 2024–25 school years. District staff and drivers also reported calmer, safer, and more positive ride environments.

Building Safer, More Supportive Rides

“The First Serves program has enhanced the experience for students with special needs and improved the overall culture of our transportation system,” said John Kenning, president and CEO of First Student. “By working with behavioral experts from research universities and children’s hospitals, we’ve developed a program that helps create a more supportive, safer journey for every student.”

The program also introduced Individual Transportation Plans, which allow parents to share key information about their child’s needs. Transportation leaders conduct regular check-ins with special education directors and support staff to keep drivers informed and ensure consistency.

“In more than 30 years in education, First Serves is the best program I’ve seen for meeting the unique transportation needs of our special education students,” said Bill Kermavner, student services and early childhood center director at Berkshire. “The First Student team’s collaboration and commitment to training have made a tremendous difference.”

Improving Student and Staff Experiences

What began as a program focused on students with special needs has expanded to benefit all riders across the district. Drivers have reported improved relationships with students and a greater sense of confidence in handling behavioral challenges.

“This training gave me the tools to understand why behaviors happen and how to respond with empathy and confidence,” said Kathy Sands, a First Student van driver for Berkshire. “My van is calmer, my students are happier, and I truly love coming to work each day.”

Christy Chrisman, location safety manager for First Student in Berkshire, said First Serves has “created happier students, more confident drivers, and stronger partnerships with parents and administrators.”

Program Recognition and Industry Discussion

First Student’s head of student services, Will McDermott, presented on the First Serves program during the 2025 Council of Administrators of Special Education (CASE) Conference, held Nov. 5–7 in Oklahoma City. The conference brought together special education administrators from across the country to discuss resources and best practices for serving students with disabilities.

The First Serves initiative also earned the T-Mobile Innovation in Customer Experience Award and received approval to offer Continuing Education Units (CEUs) for Michigan social workers — further recognition of its role in promoting empathy and innovation in student transportation.