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From page 24... ... 25 chapter four Survey reSultS: How tranSit agencieS addreSS difficult cuStomer SituationS Chapter three provided information on the types of difficult customer situations that transit agencies deal with and whether these situations are becoming more common. Some information also was presented on what transit agencies are doing to minimize such situations. Read the entire page →
From page 25... ... 26 a variety of ways to educate the public about rail safety. In 2014, a group of middle school students produced two animated videos for Capital Metro to educate students about safety while using transit. Read the entire page →
From page 26... ... 27 minimize assaults. The MTA created a task force with union participation to deal with operator assaults. Read the entire page →
From page 27... ... 28 serious or dangerous. Emotional intelligence and effective communications are the key elements of the training. Read the entire page →
From page 28... ... 29 • "We do not have a formal way to track efficacy of these efforts. Anecdotally, many operators utilize the stress reduction tactics they are provided" (from Regional Transportation District in Denver, Colorado) Read the entire page →
From page 29... ... 30 After an operator was killed in the line of duty, Omnitrans hired a grief counselor who met with operators, many of whom said they would feel safer if they were provided with a barrier or enclosure for the driver's compartment. The transit agency hired a security consultant to investigate the feasibility and research the types offered, costs, and other agencies' experiences with such devices. Read the entire page →
From page 30... ... 31 uSe of tecHnology to diScourage and appreHend cuStomerS exHiBiting difficult BeHavior Without exception, the 41 transit agencies responding to the survey reported that they use video cameras that also have audio capabilities. All have from two to 12 cameras inside their vehicles. Read the entire page →
From page 31... ... 32 Although it might be too early for definitive conclusions, WMATA is encouraged that assaults against the agency's bus operators declined by 30% in the first quarter of 2016. Although the agency cannot state that this initiative is the sole cause of the decline in assaults, WMATA personnel say the video display has contributed to this positive trend. Read the entire page →
From page 32... ... 33 codes, rules, and standards provide details on what behavior is not permissible and the potential consequences for violating the rules. The codes and rules also provide transit employees with a legal basis for giving directions to customers when intervention might be necessary. Read the entire page →
From page 33... ... 34 FIGURE 10 VIA Metropolitan Transit code of conduct, revised September 2015. Source: VIA Metropolitan Transit, San Antonio, Texas. Read the entire page →
From page 34... ... 35 suspension from the transit system. In essence, they set a floor of expectations for appropriate customer behavior in the interest of the health and safety of all transit customers. Read the entire page →
From page 35... ... 36 On the other hand, SFMTA reported the agency finds trespass warrants to be "onerous to get and difficult to enforce." MDT reported that passenger warrants alone will not keep difficult people off the transit system without the proper security personnel to enforce such actions. UTA officials noted that the method is hardly foolproof because if people who have been issued warrants pay their fares and operators do not know them, they can still ride the system. Read the entire page →
From page 36... ... 37 The first option is always the exercise of good judgment by the operator. An experienced professional bus operator is capable of managing most situations with a difficult passenger. Read the entire page →
From page 37... ... 38 to have high priority with local police unless they have no pressing other matters. However, this is all the more reason not to take the incident personally because bus operators cannot control all the circumstances under which they operate. Read the entire page →
From page 38... ... 39 tolerance thresholds and potential for creating biohazards. At Foothill Transit, the agency does not take any action unless the hygiene issue causes some type of safety concern or threat. Read the entire page →
From page 39... ... 40 problems. They note that if the passenger is not threatening others or invading someone's space, it can be hard to find a solution. Read the entire page →
From page 40... ... 41 dealing witH figHtS and tHreatening BeHavior Fighting on a transit vehicle is rare but serious. Passengers or operators can be hurt, and the safe operation of the bus is put at stake. Read the entire page →

From page 24...

... 25 chapter four Survey reSultS: How tranSit agencieS addreSS difficult cuStomer SituationS Chapter three provided information on the types of difficult customer situations that transit agencies deal with and whether these situations are becoming more common. Some information also was presented on what transit agencies are doing to minimize such situations.