Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 1: Research Overview (2018)

Below is the uncorrected machine-read text of this chapter, intended to provide our own search engines and external engines with highly rich, chapter-representative searchable text of each book. Because it is UNCORRECTED material, please consider the following text as a useful but insufficient proxy for the authoritative book pages.

60 This section provides examples of policies, codes of conduct guidance, procedures, and opera- tor educational materials developed by operators of U.S. and international transit agencies. The examples included are as follows: Policy Guidance • “Workplace Violence Prevention Model: An Assessment of Travis County Department of Transportation and Natural Resources,” Workplace Violence Prevention Program, V. M. Boyce, Texas State University, Public Administration Program Applied Research Projects, 2009. “A reporting mechanism for employees to file grievances pertaining to instances of workplace vio- lence should be in place and readily available to all employees. Managers must let employees know that they take workplace violence seriously and will take disciplinary actions against violators of workplace violence policies.” • Guidance on Unruly Passenger Prevention and Management, International Air Transport Asso- ciation, 2012. A non-exhaustive list of examples of passenger “unruly/disruptive” behaviors is included in the Guidance noting that it is important to distinguish unruly/disruptive behavior that ultimately threatens customer and employee safety and security and merely rude and/or obnoxious behavior. • Unruly Passengers and Incidents of Inter ference with a Crew Member, Transport Canada, 2016. “The procedures in place should allow employees confronted with a delicate situation to have the means and knowledge necessary to respond to it appropriately. Clear procedures on the different steps to follow, and their possible repercussions, greatly contribute to effectively defusing a situation and preventing it from getting out of hand and turning into a situation where a passenger is assessed as being unruly and interfering with a crew member.” Policy Examples • Amtrak, Workplace Violence Policy, Operations Standards Update, 2008. The Workplace Violence Policy suggests evaluating an incident using the following ques- tions as basis for the evaluation: – Does an emergency situation still exist? – Do people need help now? – Could a crime have been committed? – Do I need to notify the Amtrak Police Department? – Do I need to contact my supervisor or department head? – Do I need to contact a Union Representative? – Do I need to take disciplinary action? C H A P T E R 7 Transit Agency Examples Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 1: Research Overview Copyright National Academy of Sciences. All rights reserved.

Transit Agency Examples 61 – ls this an incident that should not involve the police department? – Are there other Amtrak personnel to involve? – Does the incident require the services of the EAP? – Does the incident require the services of the Health Services Department? – Does the incident require the services of the Human Resources department? • Metro Transit Operator Assault Procedure, Section 90, Subsection 03, Document 01; Metro Transit’s Bus Operator’s Rule Book and Guide 5-8 through 5-12, Section 530-538: Metropoli- tan Council Policy 4-6-1a and 4-9a, Minneapolis/St. Paul, Minnesota. Passenger Code of Conduct Examples • Greater Peoria Mass Transit District. (2013). Disruptive Passenger Policy. • Minnesota Metro. (2014). Transit Passenger Code of Conduct. Greater Peoria Mass Transit District Disruptive Passenger Policy Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 1: Research Overview Copyright National Academy of Sciences. All rights reserved.

62 Tools and Strategies for Eliminating Assaults Against Transit Operators: Research Overview Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 1: Research Overview Copyright National Academy of Sciences. All rights reserved.

Transit Agency Examples 63 Minnesota Metro Transit Passenger Code of Conduct Transit customers have responsibilities. This code of conduct applies to all customers. Some parts of the code are just common sense; others are dictated by state law. Read Minnesota statutes related to crimes involving transit. Pay the right fare Failure to pay for your ride can result in a $180 fine. Pay as you get on the bus or be prepared to show proof of having paid the correct fare on the train. Train tickets, transfers and Go-To Cards and passes are not transferable to someone else - you cannot lend them, give them away or sell them. Do not distract the driver or bother others Interfering with the safe operation of a transit vehicle is not only dumb, but hazardous to you and everyone else and it will get you arrested. If you threaten the operator or another passenger, you could wind up in cuffs. No Smoking! There is no smoking on buses or trains, in bus shelters or on rail station platforms (including e-cigarettes). If you must smoke, leave the bus shelter or platform area. Make the ride comfortable for everyone Designated seats at the front of every bus and clearly marked seats on every train are reserved for seniors and customers with disabilities. Please surrender your seat to these customers when they board. Use headphones and respect others' privacy Groove, jam, rock out – just realize that it’s your own soundtrack. Don’t share it with others. Use your inside voice If you talk on your phone, remember that you’ve got a built-in audience. Be mindful of your language, keep your voice low and your call brief. Keep it clean Respect those who will ride after you. Keep your feet off the seats and take litter off with you when you leave. No shirt, no shoes – you know the rest Just like in stores and other businesses, customers without shirts or shoes will be refused service. Use only G-rated words Using profanity or derogatory statements is not tolerated on buses or trains. Use of this language can get you removed from the bus and your riding privileges canceled for 30 days. No eating, alcohol or drinks in uncovered containers You’re welcome to bring your morning coffee with you. Just make sure it’s in a container with a sealed lid – and take the container off the bus or train with you when you leave. Say no to sprawl Your bag belongs on your lap, not taking up the seat next to you. If you’re standing, make room by moving to the back of the bus or to the center of the train. Keep Fluffy in a carrier Pets are welcome on buses and trains as long as they are kept in animal carriers. Service animals are exempt. Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 1: Research Overview Copyright National Academy of Sciences. All rights reserved.

64 Tools and Strategies for Eliminating Assaults Against Transit Operators: Research Overview Driver Guidance Material Examples • Transport Safety Victoria. (2013). Managing Difficult Passengers: Guidance Material for Bus Operators. • New Mexico DOT. (2014). Handling Conflict or Acts of Violence on the Bus. Managing Difficult Passengers—Transport Safety Victoria Drivers may encounter difficult or aggressive passengers during the course of their duties. These passengers have the potential to distract and distress the driver. This page provides guid- ance for bus operators about how to manage the risks posed by disruptive passengers. • Driver attitude and behavior • What to do if the situation escalates • Driver training • Operator protection measures and technologies • Related legislation The driver’s main priority and safety duty to the passengers is to concentrate on driving safely. If a passenger’s conduct distracts the driver it may be unsafe to continue the journey. Passengers may exhibit behaviors including: • being disruptive and non-cooperative • verbal threats, intimidation or harassment • physical assault and spitting • throwing objects and projectiles • damaging property on the bus • intoxication—drinking, smoking, or drug use • bullying and violence Driver Attitude and Behavior If the driver remains calm and respectful toward the difficult passenger it may de-escalate the situation and reduce the risk of physical and verbal assaults. Below are some tips for drivers: • Treat passengers with dignity and respect at all times. • Accept differences in culture, language, religion, accents, gender, and speech patterns. • Speak clearly and ask passengers to repeat information if you are unsure. • Remain calm, polite and professional at all times. Don’t take insults or offensive language personally. Remember, your response may turn a minor situation into a major conflict. • Maintain self-control. Loss of temper affects drivers’ judgement, reduces their driving ability and increases their stress. • Empathize with the passenger when possible. It is important to remember when dealing with difficult, intoxicated or drug affected passen- gers that their ability to make reasonable and rational decisions is greatly reduced. What to Do if the Situation Escalates Drivers should try to avoid conflict at all times. However, situations may arise that cannot be tolerated or ignored, such as when an assault has occurred, a threat has been made or other laws have been broken. In these circumstances, the driver should call 000 as soon as possible. Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 1: Research Overview Copyright National Academy of Sciences. All rights reserved.

Transit Agency Examples 65 If the driver is concerned about a passenger’s behavior, the following actions may help: • stop the vehicle when and where considered safe • open all doors • remain in the driver’s seat or area if appropriate • request the difficult or aggressive passenger to alight from the vehicle • do not physically handle the passenger unless you are acting in self-defense (If acting in self- defense the amount of force used must be reasonable and proportional.) • call 000 • call a supervisor If the difficult or aggressive passenger refuses to alight from the vehicle, the driver could also consider the actions below: • engage the handbrake, switch the engine off and remove the keys • advise the other passengers that they may alight the vehicle • alight from the vehicle • wait until the police arrive Driver Training It is crucial that every driver understands the procedures and is given the opportunity to practice applying the procedures in a variety of situations. Interpersonal skills training of frontline staff can be a proactive way to reduce the risk of dif- ficult passengers. Drivers who know how to deal with difficult passengers will be more likely to be able to prevent situations from escalating into more serious ones. For example, arguments, abuse or assault. Consideration could be given to training in customer service, behavioral assessment and conflict prevention/mitigation. Operator Protection Measures and Technologies Operators could also consider the use of available protection measures and technologies to assist in the management of difficult passengers. Operators need to consider their own operational environment and the level of associated risk. The use of such technologies may be appropriate for high risk operations. Additional protection measures and technologies may include: • duress alarms and emergency communications systems • audio and/or video surveillance, such as CCTV • barriers • signage • GPS-based vehicle tracking • self-defense tools and training • counseling and employee assistance programs Handling Conflict or Acts of Violence on the Bus—New Mexico Dot When dealing with threats of violence it is critical to stay calm and maintain self-control in order to defuse or escape the violence. Over-reacting to a situation will only compound the problem. The primary goal is to preserve the safety of drivers and passengers. Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 1: Research Overview Copyright National Academy of Sciences. All rights reserved.

66 Tools and Strategies for Eliminating Assaults Against Transit Operators: Research Overview In dealing with threats of violence, drivers should: • Stay calm and maintain control; do not overreact to the situation • Behave in a non-threatening way through both voice and action • Look for ways to defuse the situation • Look for ways to alert emergency response • If possible, park the bus in a public place and do not operate it • Open bus doors to allow antagonist to escape with a minimum of difficulty • Make every effort to allow passengers to exit the vehicle whenever possible including asking the antagonist to allow de-boarding • If there are no passengers on board, look for a way to escape the vehicle • If the antagonist leaves the bus, do not pursue the person • If a weapon is involved, do not make any sudden movements or attempt to grab the weapon • If you are driving, let the assailant know verbally each move being made, such as turns, lane changes, stops, etc. • Make every effort to make the assailant feel that you are cooperating and not resisting • If violence is directed toward a passenger, immediately contact emergency response and inter- vene only if it is safe to do so • Provide information to emergency response on bus location and on the nature of the incident including descriptions of assailant(s) and any weapons involved • Complete required forms and documentation Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 1: Research Overview Copyright National Academy of Sciences. All rights reserved.