Inclusive Society
Promoting Obtaining Care-Fitter Certifications
To ensure that all customers can use our services safely and comfortably, we are implementing various initiatives to ensure that 100% of JR East Group employees obtain the Care Fitter certification by the end of FY2032.3, in addition to supporting new employees in obtaining this certification during their training. We also hold seminars for Group employees to reacquaint themselves with the significance of realizing an inclusive society and to refresh their assistance techniques, so that they can put this knowledge to use in assisting customers. Going forward, the Group will continue to work as one to think and act towards the realization of an inclusive society.
Promoting the Assistance and Support Campaign
To ensure customers can use railways and other facilities safely with peace of mind, we promote the Assistance and Support campaign year-round, in which employees actively offer help to customers in need, and ask customers nearby to cooperate in offering assistance as well. In addition, during the annual intensive campaign period, we strengthen efforts to raise awareness in cooperation with transportation operators and organizations for persons with disabilities, through measures such as putting up posters and making announcements within stations.
Promote Mutual Understanding with People with Disabilities and Implement Service Improvements Based on Their Needs
We work with customers with disabilities, local residents, organizations and schools to hold trial sessions for using railway facilities, conduct training for responding to transportation disruptions, and exchange ideas. Through these efforts, we are able to understand the problems and concerns that customers have and use the advice we receive to improve our services and the customer service skills of our employees, thereby creating an inclusive society where everyone can live comfortably.
A Form of Symbiosis between Railways and Local Communities
At Hiratsuka Station, we have long been working to realize
an inclusive society. In 2024, we held a “hands-on train
experience session” with the Hiratsuka School for the Blind to
enable students to use trains safely and securely. Employees
from various departments participated in the event, which
included experiencing what is was like to get a white cane
stuck in a door, and learned how to provide guidance to
customers with disabilities. We also exchanged opinions with
the Hiratsuka School for the Deaf and learned sign language
from the students.
In addition, we conducted a railway disaster drill with people
with disabilities at Hiratsuka Station. The purpose was to
enable fire departments and railway organizations to closely
collaborate in the event of a railway disaster or accident,
and to carry out smooth rescue operations while preventing
secondary disasters. The scenario envisioned a train carrying
150 passengers, including approximately 50 people from the
Hiratsuka School for the Blind, Hiratsuka School for the Deaf,
Hiratsuka City Fire Department, and JR-related organizations,
making an emergency stop after
detecting that someone who had
fallen off. The aim was to enable
a swift and effective response in
the event of an actual disaster
by having each organization
collaborate and learn how to
make effective use of limited
supplies.
-
Hands-on train trial session held with the Hiratsuka School for the Blind
Supporting the Independence of People with Disabilities through the Railway Welfare Association for the Disabled
The Railway Welfare Association for the Disabled has a historical lineage that dates back to the Railway Injured Persons Mutual Aid Society, which was
formed in 1921 by people who sustained disabilities while working on the Japanese National Railways, and the Railway Injured Persons Occupational Union,
which was established in 1926. The association provides low-interest loans and rehabilitation consultations to support people with physical disabilities.
JR East, TETSUDOU KOUSAIKAI and various JR companies support the aims and activities of the association.
Promoting and Supporting Parasports
To create an inclusive society where everyone can live comfortably, we continuously work to promote and support parasports, including boccia. In cooperation with the Japan Boccia Association, we provide a practice environment for the Japanese Boccia national team training camp and host exchange matches with athletes, as well as organize the JR East Group Boccia Championship for all Group employees. In FY2026.3, approximately 3,200 Group employees took part, including in the preliminary rounds. We also offer a wide range of other activities, such as guide dog and prosthetic leg walking experiences, making the event an opportunity to further deepen awareness and understanding of an inclusive society.
A snapshot from the JR EAST Group Boccia Tournament
A Circle of Diversity Connected through Sign Language
We concluded a sponsorship agreement for the 25th Summer
Deaflympics Tokyo 2025 and carried out various initiatives to
raise awareness of the event. One of the key initiatives was
holding several sign language classes for customers taught by
employees with hearing impairments, which created
opportunities to learn and become familiar with sign language.
After the event concluded, we launched a new internal
project to develop a variety of sign language events. We will
continue to implement measures aimed at local communities
and Group employees to promote sign language and deepen
understanding of an inclusive society, making the most of
each and every employee’s ability.
Co-creation with External Organizations
In collaboration with HERALBONY Co., Ltd., we are co-creating projects that utilize group assets, such as sponsoring the international art award "HERALBONY Art Prize 2025," operating a wrapped train, and exhibiting murals in Morioka Station concourse, thereby expanding opportunities for artists with disabilities both in Japan and overseas to be active.
In addition, as a sponsor of the 25th Summer Deaflympics Tokyo 2025 to be held in November 2025, we not only dispatched support staff but also held original sign language classes planned by our group, in order to raise awareness of the event and build momentum.
Promoting Obtaining Care-Fitter Certifications
To ensure that all customers can use our services safely and securely, we are encouraging employees to obtain Care-Fitter certifications. By the end of FY2025.3, 51.8% of employees in the JR East Group had obtained this certification, and they have been able to use the knowledge and assistance techniques they have acquired through certification to assist customers. Going forward, the Group will continue to work as one to think and act towards the realization of an inclusive society.
Promote Mutual Understanding with People with Disabilities and Implement Service Improvements Based on Their Needs
We work with customers with disabilities, local residents, organizations and schools to hold trial sessions for using railway facilities, conduct training for responding to transportation disruptions, and exchange ideas. Through these efforts, we are able to understand the problems and concerns that customers have and use the advice we receive to improve our services and the customer service skills of our employees, thereby creating an inclusive society where everyone can live comfortably.
A Form of Symbiosis between Railways and Local Communities
At Hiratsuka Station, we have long been working to realize
an inclusive society. In 2024, we held a “hands-on train
experience session” with the Hiratsuka School for the Blind to
enable students to use trains safely and securely. Employees
from various departments participated in the event, which
included experiencing what is was like to get a white cane
stuck in a door, and learned how to provide guidance to
customers with disabilities. We also exchanged opinions with
the Hiratsuka School for the Deaf and learned sign language
from the students.
In addition, we conducted a railway disaster drill with people
with disabilities at Hiratsuka Station. The purpose was to
enable fire departments and railway organizations to closely
collaborate in the event of a railway disaster or accident,
and to carry out smooth rescue operations while preventing
secondary disasters. The scenario envisioned a train carrying
150 passengers, including approximately 50 people from the
Hiratsuka School for the Blind, Hiratsuka School for the Deaf,
Hiratsuka City Fire Department, and JR-related organizations,
making an emergency stop after
detecting that someone who had
fallen off. The aim was to enable
a swift and effective response in
the event of an actual disaster
by having each organization
collaborate and learn how to
make effective use of limited
supplies.
-
Hands-on train trial session held with the Hiratsuka School for the Blind
Supporting the Independence of People with Disabilities through the Railway Welfare Association for the Disabled
The Railway Welfare Association for the Disabled has a historical lineage that dates back to the Railway Injured Persons Mutual Aid Society, which was
formed in 1921 by people who sustained disabilities while working on the Japanese National Railways, and the Railway Injured Persons Occupational Union,
which was established in 1926. The association provides low-interest loans and rehabilitation consultations to support people with physical disabilities.
JR East, TETSUDOU KOUSAIKAI and various JR companies support the aims and activities of the association.
Promoting and Supporting Parasports
Toward the realization of an inclusive society where everyone can thrive, regardless of whether they have a disability or not, JR EAST Group is collaborating with the Japanese Para-Sports Association and the Japan Boccia Association to provide a training environment for the Boccia Japan National Team training camp, as well as to support and promote parasports such as boccia. In addition, through the ongoing "JR East Group Boccia Championship," the entire group is deepening its understanding of an inclusive society. Furthermore, by collaborating with local governments and other organizations to hold experience events for parasports and other sports on a local level, we are working to revitalize local communities.
A snapshot from the JR EAST Group Boccia Tournament
Co-creation with External Organizations
In collaboration with HERALBONY Co., Ltd., we are co-creating projects that utilize group assets, such as sponsoring the international art award "HERALBONY Art Prize 2025," operating a wrapped train, and exhibiting murals in Morioka Station concourse, thereby expanding opportunities for artists with disabilities both in Japan and overseas to be active.
In addition, as a sponsor of the 25th Summer Deaflympics Tokyo 2025 to be held in November 2025, we not only dispatched support staff but also held original sign language classes planned by our group, in order to raise awareness of the event and build momentum.