Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 2: User Guide (2018)

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3This table can be reproduced to cover as many routes as are in a transit agency’s system—as denoted by n in the last row. Route-Comparison Summary Table, Part B ROUTE-COMPARISON SUMMARY TABLE – PART B3 ROUTES ROUTE FACTOR SELECT RISK FACTOR RANK FROM LOOK-UP TABLE OPERATION FACTORS SELECT RISKFACTOR RANK FROM LOOk-UP TABLE ROUTE RISK SCORE – PART B TOTAL ROUTE RISK SCORE – A + B BARS, NIGHTCLUBS, AND ENTERTAINMENT HIGH INCIDENT VENUES – TAVERNS, BARS, NIGHTCLUBS, AND SPORTS BARS/STADIUMS HIGH INCIDENT GANG AREAS HIGH JUVENILE CRIME AREAS KNOWN THREATS TERMINALS AND TRANSFER STATIONS HOURS OF OPERATION 1 2 3 4 5 6 7 8 9 10 .. .. .. n T ools and S trategies for E lim inating A ssaults A gainst T ransit O perators, V olum e 2: U ser G uide C opyright N ational A cadem y of S ciences. A ll rights reserved.

78 There are a number of different categories of countermeasures that are available to protect transit operators from assaults. The countermeasures in the following tables are organized in order of overall effectiveness. Independently, these countermeasures are of varying effectiveness, but together they can be applied to comprehensively address risk factors in operator assaults across transit systems of any size. Certain countermeasures may be only moderately useful on their own but could contribute significantly to a comprehensive strategy when coupled with other methods. The suitability of each countermeasure is ultimately dependent on the unique operational parameters of the end user. Transit providers must consider the costs, time to implementation, and ease of use of each strategy, as well as the interplay between multiple countermeasures during complex incidents. To best apply these countermeasures, transit providers must assess risks to their systems and identify key sources of conflict in order to select the most relevant inter- ventions. Transit providers must also consider how factors such as cost, time to implementation, and difficulty of implementation correspond to the unique parameters and capabilities of their systems. By thoughtfully selecting countermeasures in response to specific risks, developing detailed implementation plans, and periodically reassessing measures chosen for implementation to evaluate their effectiveness, providers may adopt methods from this comprehensive listing of techniques to mitigate against negative outcomes and take steps to reduce or eliminate instances of operator assault. The countermeasures and categories are as follows: Category 1: Policies, Plans, and Protocols. These are written documents and working protocols that specifically describe the agency’s security approach for preventing, reducing, or mitigating operator assaults. Security documentation should confirm that issues associated with operator assaults are considered and integrated into the daily business of the agency. These policies/plans/ protocols should: • Establish action steps for employees in response to an operator assault incident, • Identify information requirements for operator assault incidents, • Define resource requirements for staffing and equipment, • Coordinate the activity of different departments or functions, • Ensure clear division of safety and security tasks and responsibilities, • Promote understanding of the issues involved during an incident, • Promote inclusion and participation by employees, and • Identify training requirements. Countermeasures for Policies, Plans, and Protocols • Communication Protocol for Violent Incidents - Allows on scene and off scene personnel to have the same information. Provides coordination between responders both internal and A P P E N D I X D Countermeasures Catalog Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 2: User Guide Copyright National Academy of Sciences. All rights reserved.

Countermeasures Catalog 79 external. Provides status of assets and requests for assets. Assists with resiliency and recovery. Details who puts out information for public consumption and what is released, personnel should be trained. • Fare Collection Policy and Procedures - These are unique methods to reduce the potential for conflict that can be associated with fare collection such as cashless fare collection, no change systems, collection upon vehicle exit, use of pre-printed transfers, smart cards for payment. • Operator Assault Committees/Task Forces - Groups are more effective at solving problems than individuals, committees produce an assessable outcome for which members have collective responsibility, should include management, front-line employees and union representatives. • Passenger Screening - Eliminates or reduces the use of dangerous weapons or other implements, adds another layer of security, requires extensive training and protocols. • Post-Incident Action Steps - Identifies Protocols establishing how the agency will provide support for an assaulted operator. Lists who is responsible for care and follow-up with the employee and/or family member. Identifies follow-up with other employees/operators who are affected by the incident and guides the employee/operator through the legal process. • Operator Assaults Zero Tolerance Workplace Violence Policy Coverage - Provides a clear policy regarding how the transit agency will respond to assaults that needs to be endorsed by senior management. Needs to include enforceable tangible results. • Passenger Code of Conduct - Developed to create a safe environment for passengers and operators. Should be posted on vehicles and in facilities. Needs to be enforced and stated that violators will be subject to the issuance of a notice of violation and imposition of an adminis- trative penalty. Creates environment of compliance. • Violent Incident Emergency Response Plan - Pre-emergency planning and coordination. Identifies resources for response. Identifies possible emergency scenarios and mitigation strategies. Identifies personnel roles and lines of authority. Promotes emergency recognition and prevention. Reinforces evacuation procedures and/or shelter in place protocols. Simplifies procedures for alerting proper personnel and their response. Outlines site security and control. • Intelligence Information Sharing Cooperation - Adopts common processes for gathering and sharing vital information and statistics. Identifies common information sharing standards. Develops clear policies for making information available to approved individuals. Focuses on identifying, preventing, and mitigating incidents. Requires designation of a primary point of contact and dedication of significant time to maintain effective liaison. • Assault Legislation - Indicates commitment to thwart assaults. Establishes punishment parameters. Cooperation with local judicial and legislative authorities is required to enact operator assault legislation. • Barring Systems - Encompasses technology that identifies known aggressors who are then refused access to vehicles. Low tech options include providing operators with photos of habitual offenders. • Passenger Awareness Programs - Public awareness campaigns are integral components of security for transportation agencies by enlisting the support of passengers which acts as a force multiplier. It has been proven that these programs can reduce crime and other incidents. Examples of these campaigns are transit watch programs such as “See Something, Say Some- thing” or “When it comes to safety, we can always use an extra pair of eyes.” These programs should include clear direction on how to report incidents. Category 2: Police or Security Staffing. Decisions about the deployment of security forces can be difficult for transit agencies that are experiencing security-related problems on board conveyances or along their routes. The reason is that adding personnel for any purpose is often the most costly operating expenditure that the agency will face. It is therefore prudent for transit agencies to be thorough and diligent in determining security personnel requirements. The costs associated with deploying personnel can be the most expensive security countermeasure a transit Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 2: User Guide Copyright National Academy of Sciences. All rights reserved.

80 Tools and Strategies for Eliminating Assaults Against Transit Operators: User Guide agency can undertake. But clearly, in the context of prevention or deterrence of assaults against transit operators security personnel on-board are a significant resource available to reduce security-related incidents. Unlike any other security countermeasure or technology, personnel provide the one vital capability for which there is no substitution—the ability to comprehend and apply reason. Security personnel bring the capacity to perceive the true nature of a threat and to recognize ongoing aggressor tactics. When adequately armed or reinforced they can repel or overcome the use of deadly force by responding with equal or greater force to neutralize the threat or activity. Determining the necessity for security personnel or the extent to which forces should be deployed on board transit vehicles can be loosely estimated based primarily on issues such as size, population served and operating locale. Statistics support a view that transit systems operating in high density population areas are likely at higher risk of crime or disorder than more rural systems. Countermeasures for Police or Security Staffing • Staffing On Board Conveyance - Security personnel have the capacity to perceive the true nature of a threat and to recognize ongoing aggressor tactics. Interdiction is deemed successful if the intruder is prevented from deploying his/her weapon or the people who were the target of an attack are moved to safety before the attack occurs. Officer visibility is essential to an effective security strategy as well as a key practice to create an environment of compliance. • Centralized On-Board Alarms, Panic Buttons with Immediate Force Response - Includes on-board vehicle emergency event notification technology coupled with immediate notification and response by security forces. Agencies may deploy vehicles with silent communications capabilities such as a panic button and other flashing lights/need help variable messages. • Centralized Surveillance with Immediate Force Response - Real time watching for suspicious activity on board vehicles, coupled with rapid response to incidents, can create an observable omnipresent impact. • Shadowing Vehicles - High visibility security patrols or bus field supervision in fully marked vehicles provide immediate response capability and act as a deterrent. • Centralized Remote Sensors with Immediate Force Response - Sensor/pager systems installed to detect dangerous substances, such as radioactive or biohazardous material, and alert the operator or dispatch when the vehicle has been contaminated. Category 3: Voice Communications Technology. Communication is the transfer of infor- mation and some means of ensuring that what is sent is also received. New Technology increases the ways in which information can be communicated. Typically radios have been deployed to enable two-way communications about operating conditions. Advanced communications covers digital video and voice, computer graphics, and systems and applications. Newer systems require some infrastructure and cover network-based, web-based and wireless-based control and monitoring functions. Countermeasures for Voice Communications Technology • Two-Way Radio - This method is often in use as the primary method of communications with operators. It requires a central control point. • Two-Way Radio using 3G/4G/LTE/Satellite Mobile Broadband Least-Cost Routing - This method is typically deployed in regional or intercity operations as opposed to local transit operations. The “G” stands for generation, as in the next generation of wireless technologies. Each generation is supposedly faster, more secure and more reliable. “LTE” stands for Long Term Evolution. The “G” and “LTE” were major jumps in the technology when the wireless networks went from analog to digital. • Cellular Telephone—Texting and Emailing - The justification for cellular telephone service which includes texting (short message service/SMS) and emails should have a clear connection Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 2: User Guide Copyright National Academy of Sciences. All rights reserved.

Countermeasures Catalog 81 to the user’s job responsibilities and should always be for official use only. Significant safety concerns exist regarding distracted driving. Most agencies prohibit cellular telephone/texting/ email usage by operators during vehicle operation. • Real-Time Audio - One or more video cameras deployed on a vehicle can be audio micro- phone equipped to record both audio and video. The camera enabled for audio should be the one facing the driver so that any interactions between the driver and passengers can be recorded. Category 4: Data Communications and Telemetry Systems. More advanced technologies now exist that can be used to enable better communications between drivers and their station. These technologies include: mobile data terminals (MDTs), automatic vehicle locators (AVLs), global positioning system (GPS) units, and emergency alert buttons. Each of these technolo- gies has their own set of benefits and limitations. MDTs are being used more frequently for communication purposes and are present on many buses. Some vehicles are equipped with AVL systems, which can provide constant and accurate vehicle locations to the terminal control center. Alternatively, GPS units may be installed on vehicles to provide location updates. In the event of emergency, many buses are also equipped with an emergency alert button that, when depressed, sends a silent distress call to bus operations and/or directly to the police. In situations where the driver does not want to alert a potential assailant to the police notification, an emergency alert button is often the only means by which a call for help can be placed. Countermeasures for Data Communications and Telemetry Systems • Mobile Data Terminals (MTDs) with DVRs - MDTs on-board conveyances are essential for communications and information capture. They can support internal storage of information as well as GPS, AVL, live video and audio, alarms, and transmission of data from vehicles to control centers. • Vehicle Locator Systems (AVLs)—Global Positioning System (GPS) - GPS positional infor- mation is provided at regular timed intervals. Newer AVLs provide “real” time information and can also go back in time to see where the vehicle came from. Data information is nor- mally transmitted via cellular network connectivity. More advanced systems will use satellite connections. • Tracking and Monitoring Global Positioning System (GPS) - This measure includes a cen- tralized graphical map tracking all fleet activity. Alerts and notifications can be configured for automatic e-mail or via text messages to designated personnel as needed. • Vehicle Disabling - On-Board computer devices can be interfaced with the vehicle’s ignition and electronic control module to accomplish controlled remote shut down of the vehicle. • Anti-Theft—Secure Driver Sign On - A secured startup mode can be enabled that will require a unique driver ID number to be entered into a driver display device before the vehicle can even be started. • Anti-Theft—Enroute - “Idling security” can be configured so that whenever the parking brake has been engaged the driver must re-enter his unique driver ID number. If that ID is not entered once the vehicle begins moving, the system can be shutdown. • Electronic Distress Signs - This measure includes emergency “Call Police” signs observable from the exterior of the vehicle. Interfacing can be accomplished with messaging signs on the vehicle (typically the “head sign”) but requires adherence to specific sign manufacturer specifications. Category 5: Surveillance and Observation Systems. Surveillance systems are generally designed to attain complete or nearly complete coverage of identified space in a defined area using closed circuit televisions or CCTVs. Digital video surveillance is an appliance that enables embedded image capture capabilities that allows video images or extracted information to be compressed, stored or transmitted over communication networks or digital data link. Transit Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 2: User Guide Copyright National Academy of Sciences. All rights reserved.

82 Tools and Strategies for Eliminating Assaults Against Transit Operators: User Guide agencies are moving away from older analog surveillance systems and methods that are capable solely of recording information for later after-the-fact review. Federal grants all stipulate that systems must support real time incident capture thereby providing public safety responders with actionable information. Countermeasures for Surveillance and Observation Systems • Visible Surveillance Systems—Cameras in Plain Sight - Readily evident CCTV creates a concern for an offender that they would be providing evidence that will lead to their appre- hension. “Caught on camera” can have a tremendous deterrent impact. • Bus Stop Lighting - Good lighting can create a perception of security and allow operators to scan for trouble prior to stopping the conveyance. • Video Surveillance Using On-board Computer/DVR - This measure employs event recording of incidents for later download. It does not include live or incident-based monitoring. Category 6: Driver Protection Systems. Driver protection systems are physical (engineering) controls that are aimed at making it difficult or impossible for an attacker to inflict harm on an operator and are incorporated into the design of the bus itself or added later as an upgrade. Countermeasures for Driver Protection Systems • Physical Barriers/Compartment Barriers or Shielding—Full or Partial - Bus driver barriers can be installed on existing mass transit bus fleets, or can be built to satisfy the specific OEM requirement on new mass transit buses. • On-Board Vehicle Fire Suppression Equipment - Used for events involving fire and mandated in most system safety plans. Suppression equipment may mitigate or control the impact of an event in progress. • Driver-Side Exit Doors - Exit doors can facilitate a means of escape for an operator who is being assaulted. • Public Address System and Signage - Signage may educate passengers and public regarding safe actions to take and advise would-be criminals of the presence of security. Noted signage would cover the code of conduct stipulations. Public address systems can prevent actions from progressing and assist with passenger control issues during an incident. • Defensive Weapons - This countermeasure includes operator issued defensive weapons such as pepper spray. It requires policy and procedure promulgation as well as defensive tactics training. Liability issues may be predominant. • DNA Swipe Kits - Used to collect evidence of a crime, especially assaults for spitting on an operator. Several large urban transit providers are deploying swipe kits to collect evidence for those types of incidents. Category 7: Training. Training, for purposes of this report, is an organized activity aimed at imparting information and/or instructions to improve the recipient’s performance or to help him or her attain a required level of knowledge or skill. Giving your workers the training they need will help them to be able to handle many situations when they arise. This will improve performance by giving the operator confidence after learning a new method of providing a service. Countermeasures for Training • Driver/Operator Handbook - A manual that assists operators to understand agency safety and security-related policy, rules, and procedures. • Driver/Operator Security Awareness - Employees may be trained to monitor and observe people, events, activities, and items and take careful note of irregular or suspicious behavior. Should include how to report their observations. Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 2: User Guide Copyright National Academy of Sciences. All rights reserved.

Countermeasures Catalog 83 • Driver/Operator Security - Includes conflict mitigation, self-defense, or assault prevention training. Training may be provided to all operators concerning de-escalation processes and management of hostile passengers. • Driver/Operator Security Communication - Training should cover the use of radios, incident codes, phones, overt communications tactics, and alarm buttons. • Drills, Exercises, and Immediate Actions - Includes training using tabletops and full-scale exercises with first responders on how to respond to and mitigate on board vehicle violent incidents. • Driver/Operator Self-Defense - Agency sponsored self-defense training provides operators with hands-on instruction in how to defend themselves from aggressive attack. Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 2: User Guide Copyright National Academy of Sciences. All rights reserved.

1. POLICIES, PLANS, AND PROTOCOLS SECURITY MEASURE EASE OF USE TRANSIT INDUSTRY USE TIME TO IMPLEMENT LABOR INTENSIVE COST TO IMPLEMENT EFFECTIVENESS APPLICATIONS Communication Protocol for Violent Incidents Easy Medium Short $ $ Mitigation/Response/Recovery Fare Collection Policy and Procedures Easy High Short $ $ Prevention/Deterrence/Mitigation Operator Assault Committees/Task Forces Easy Low Short $ $ Prevention/Mitigation/Response/ Recovery Passenger Screening Difficult Low Long $$$ $$$ Prevention/Deterrence/Detection/ Mitigation Post-Incident Action Steps Easy Medium Short $ $ Mitigation/Response/Recovery Operator Assaults Zero Tolerance Workplace Violence Policy Coverage Easy High Short $ $ Prevention/Deterrence/Mitigation/ Response/Recovery T ools and S trategies for E lim inating A ssaults A gainst T ransit O perators, V olum e 2: U ser G uide C opyright N ational A cadem y of S ciences. A ll rights reserved.

Passenger Code of Conduct Easy Low Short $ $ Prevention/Deterrence Violent Incident Emergency Response Plan Easy Low Short $ $ Mitigation/Response/Recovery Intelligence Information Sharing Cooperation Moderate Medium Short $ $ Prevention/Detection/Mitigation/ Response Assault Legislation Moderate Low Long $ $ Prevention/Deterrence/Mitigation Barring Systems Difficult Low Medium $$ $$ Prevention/Deterrence Passenger Awareness Programs Moderate Low Medium $$ $$ Prevention/Deterrence/Detection/ Mitigation T ools and S trategies for E lim inating A ssaults A gainst T ransit O perators, V olum e 2: U ser G uide C opyright N ational A cadem y of S ciences. A ll rights reserved.

2. POLICE OR SECURITY STAFFING SECURITY MEASURE EASE OF USE TRANSIT INDUSTRY USE TIME TO IMPLEMENT LABOR INTENSIVE COST TO IMPLEMENT EFFECTIVENESS APPLICATIONS Staffing On-Board Conveyance Easy Low Short $$$ $$$ Prevention/Deterrence/Detection/ Mitigation/Response/Recovery Centralized On- Board Alarms, Panic Buttons with Immediate Force Response Moderate Low Medium $$$ $$$ Mitigation/Response/Recovery Centralized Surveillance with Immediate Force Response Difficult Low Medium $$$ $$$ Prevention/Deterrence/Detection/ Mitigation/Response/Recovery Shadowing Vehicles Difficult Low Short $$ $$$ Deterrence/Detection/Mitigation/ Response/Recovery Centralized Remote Sensors with Immediate Force Response Difficult Low Long $ $$$ Detection/Mitigation/Response T ools and S trategies for E lim inating A ssaults A gainst T ransit O perators, V olum e 2: U ser G uide C opyright N ational A cadem y of S ciences. A ll rights reserved.

Countermeasures Catalog 87 Police or Security Staffing: Case Study 1 GO WEST TRANSIT: GO WEST SECURITY PROGRAM POLICE OR SECURITY STAFFING ON BOARD CONVEYANCE (2010) The Go West Security Program was a partnership and collaboration between Go West Transit and the Western Illinois University, Law Enforcement and Criminal Justice Administration. College students studying criminal justice were hired to ride buses on a route that serviced university students to help de-escalate and manage conflicts, a unique take on the on-board conveyance security staffing risk management method. The effort was directly supported by the community including participation by the local Police Department, Campus Police and the County 911 emergency response center. After one semester of implementation the city council voted to fund the program in its entirety. Go West’s Route 4 and 13 were experiencing both increased ridership and increased violence and vandalism on Friday and Saturday nights. A large measure of the problem was being caused by inebriated students returning home from the downtown area. Funding limitations as well as staffing shortages precluded the use of off-duty law enforcement personnel on board. The program overcame this difficulty by employing selected college students as riders at hourly rates of approximately 10 dollars compared to police or security costs estimated at about $30.00 per hour. The use of college students in this capacity presented challenges but yielded additional non-financial benefits that greatly outweighed the difficulties posed by the program. Basically the transit agency and its passengers obtained a safer and more customer friendly travel experience, bus operators who were bidding off of the line because of concerns about security returned, and costs associated with vandalism, crime and disorder saw a marked decrease over previous years. For its participation the University was able to offer its students not only a way to earn money, but also hands-on experience, leadership opportunities and resume building credentials that would help them secure employment in the criminal justice field after graduation. Working with local police authorities the partnership overcame concerns about potential improper actions or responses by student security riders by working together to define guidelines and protocols. The 911 center was brought into the program to establish response codes for emergency calls. The University formed what was in effect an on-the-job internship program that provided training for student riders in how to perform their jobs in an effective, prudent and reasonable manner. Go West described the training program as follows: “Our program operates under the auspice of a handbook and the training material of our local police agencies. We have enhanced protocols for the 911 center to get expedited reaction to issues on buses. We have ongoing training, conducted by the local police agencies, which they would normally give to rookie police officers. We regularly sit and discuss ongoing issues and communications between the agencies, strengthening the bond between city and university.” The Go West Security Program also provides an example of a transit agency effectively deploying an appropriate solution to a perplexing problem. The employment of college students to handle other students created the best of all responses. Dressed in security uniforms, the student riders were observed and treated as authority figures, but their presence was perceived as “less daunting” than that of a uniformed police Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 2: User Guide Copyright National Academy of Sciences. All rights reserved.

88 Tools and Strategies for Eliminating Assaults Against Transit Operators: User Guide transfer instead of as law enforcers. A survey of Route 4 and 13 riders covering a 3 year period after implementation of the Go West Security Program resulted in the following statistics: Do you feel safer with Go West Security riding Routes 4 and 13? (answering yes) 2007 – 62% (respondents – 724) 2008 – 71% (796) 2009 – 82% (715) 2010 – 88% (744) In addition the number of fights on buses decreased from 13 in 2007 to 2 in 2010. Vandalism costs reduced annually by approximately $10,000 per year. officer. Go West security officers were perceived to be on board the bus to keep the peace and ensure a safe Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 2: User Guide Copyright National Academy of Sciences. All rights reserved.

Countermeasures Catalog 89 Police or Security Staffing Determinations The figure below describes relevant decision points for a transit agency that has objectively determined that dedicated security forces are required to protect their drivers, passengers, assets, and critical infrastructure. Transportation Security Force Planning Flow Chart Security Presence Required? Local Authority Coverage? Dedicated Security Force Required? Should security be armed? Arrest Powers required? Review Decision Periodically Operations Plan Mutual Aid Agreement Drills and Exercises Part-time Off-duty Police Officer(s) Transportation Agency Security Force Unarmed Transportation Agency Security Force Armed Transportation Agency Police Department Contract Security Force Armed and Bonded Contract Security Force Unarmed Armed Security Officer(s) Unarmed Security Officer(s) Part-Time Security Officer Armed? Yes Yes Yes Yes Yes Yes No No No No No No No Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 2: User Guide Copyright National Academy of Sciences. All rights reserved.

90 Tools and Strategies for Eliminating Assaults Against Transit Operators: User Guide Police or Security Staffing: Case Study 2 PIERCE TRANSIT (PIERCE COUNTY, WA.): PIERCE TRANSIT DEPARTMENT OF PUBLIC SAFETY AND “NOT ON OUR BUS” PROGRAM In 2006 Pierce Transit took on the somewhat daunting task of creating a Department of Public Safety (DPS) consisting of both a fully sworn transit police contingent with full law enforcement authority, and a security officer component. DPS is responsible for all safety, security, and emergency management needs for the organization. Pierce Transit DPS consists of three divisions – Transit Police, Uniformed Security and Physical Security. The fully sworn Transit Police division was initially established using Pierce County Sheriff’s deputies and part- time police officers from the Lakewood and Tacoma Police. The Uniformed Security Division was formed and funded by transitioning a costly out-sourced private security contract that monitored parking garages, park & rides, and closed circuit television (CCTV) surveillance. Pierce DPS officers received enhanced authority under state law, including bike patrol officers which enables clearer observation and improved interdiction. Uniformed Security Officers certified in the use of their bicycles as their primary patrol platform were assigned to board buses for transportation from facility to facility to provide a uniform presence on the buses while in transport. The Security Officers then would take their bikes off the bus and patrol the various transit facilities (parking garages, park & rides, etc.). Following the development and formal beginning of the agency, Pierce DPS adopted a Problem Oriented Policing (POP) philosophy and identified a number of focused strategies to prevent, reduce and mitigate crime and disorder on the transit system: Not on Our Bus campaign Fare evasion program Route & facilities targeted emphasis 56th St. & Orchard mission Proactive enforcement team (street crimes unit) Compstat approach for problem area identification NOT ON OUR BUS CAMPAIGN The Pierce DPS POP approaches to on-board crime and incidents were multifaceted. The agency recognized that its service area contained routes that traversed areas of high crime. In the 10 years prior to 2010, Pierce County had the highest violent crime rate in Washington State. Using crime statistics, DPS identified the top ten routes and transit centers with the most significant level of criminal activity. Police and security officers were used to saturate these areas and to identify disorder problems. A community policing approach resulted in a first year reduction of 80% in juvenile crime. A passenger exclusion program was established that bars individuals that engage in unruly or illegal behavior from the transit system for a period of no less than 90 days. The program has an appeals process and provides for due process oversight. Over 10 years there were 4,140 exclusion orders served and the program’s recidivism rate was less than 3%. The data suggest that Pierce DPS efforts were successful: a decrease in number of incidents on routes and an increase of self-initiated contact on the locations. Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 2: User Guide Copyright National Academy of Sciences. All rights reserved.

Countermeasures Catalog 91 Significant Statistics for 2010: Over 567 arrests (194 felony arrests) 12,430 Warnings issued 8,126 Proactive bus sweeps 3 Problem Oriented Policing major initiatives with outside agency partnerships 7,005 Unlawful Transit Conduct incidents 303 Investigative follow-up cases 436 Employee assists 36,784 Positive citizen contacts 988 Notice of Infractions issued 181 Agency assists 3 Bomb threats 8 Civil disturbances 12,403 Self-Initiated contacts 1,935 traffic stops 425 tickets written 170 criminal citations written Fewer incidents were observed at incident hot spots throughout the system after key countermeasures were implemented. Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 2: User Guide Copyright National Academy of Sciences. All rights reserved.

3. VOICE COMMUNICATIONS TECHNOLOGY SECURITY MEASURE EASE OF USE TRANSIT INDUSTRY USE TIME TO IMPLEMENT LABOR INTENSIVE COST TO IMPLEMENT EFFECTIVENESS APPLICATIONS Two-Way Radio Easy High Short $ $$ Deterrence/Mitigation/Response/Recovery Two-Way Radio using 3G/4G/LTE/Satellite Mobile Broadband Least-Cost Routing Moderate Medium Medium $$ $$ Deterrence/Mitigation/Response/Recovery Cellular Telephone— Texting and Emailing Easy Low Short $ $ Deterrence/Mitigation/Response/Recovery Real-Time Audio Moderate Low Long $ $ Deterrence/Mitigation/Response/Recovery T ools and S trategies for E lim inating A ssaults A gainst T ransit O perators, V olum e 2: U ser G uide C opyright N ational A cadem y of S ciences. A ll rights reserved.

Countermeasures Catalog 93 Voice Communications Technology: Case Study 1 CINETCOMM TOTALCONNEX™ TECHNOLOGY FOR 2-WAY RADIO, ON-BOARD DATA, MOBILE ASSET TRACKING, NATIONWIDE The Cinetcomm TotalConnex™ system is a recently developed communications system utilizing terrestrial and satellite network backbones in tandem, providing communications connectivity anywhere a transit vehicle operates. Satellite, 3G/4G and LTE systems are interfaced and supported by a network configuration that automatically selects a transmission path based on availability of network signals (3G/4G/LTE and satellite). The core component of the system is an on-board Multi-Function Interface (MFI) box that works with existing hardware (radios and computers) as a router and transport gateway for all 2-way radio, mobile data and AVLS traffic through on-board system cellular and satellite modems. A Control Speaker Microphone provides the user with network status and operating functionality. Users can select any two terrestrial-based wireless carriers with available coverage in their specific operating territories. In support of on-board systems, Cinetcomm provides the satellite transport, switching centers and servers hosting the TotalConnex™ Network. TotalConnex™ can be adapted to meet operational requirements of transit agencies of many difference sizes without requiring significant capital investment in back office hardware and IT or field infrastructure. TotalConnex™ IP-centric dispatch client and radio network software interfaces with a Windows-based PC or full console-based dispatch systems. Cinetcomm’s TotalConnex Network is: A digital Push-To-Talk, mobile data and AVLS communication method Designed to supplement, expand, or replace VHF/UHF-based wide area conventional or trunked 2- way radio systems Built-in support and physical interface for VHF/UHF mobile base stations for over-the-horizon radio communication Voice-over-IP technologies optimized for use under difficult satellite or terrestrial link conditions Automatic voice and data least-cost routing between terrestrial (3G/4G/LTE) and satellite (L- and Ku-Band) networks Create geographic specific customized interoperable radio networks PC dispatch or full dispatch console integration Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 2: User Guide Copyright National Academy of Sciences. All rights reserved.

4. DATA COMMUNICATIONS AND TELEMETRY SYSTEMS SECURITY MEASURE EASE OF USE TRANSIT INDUSTRY USE TIME TO IMPLEMENT LABOR INTENSIVE COST TO IMPLEMENT EFFECTIVENESS APPLICATIONS Mobile Data Terminals (MDTs) with DVRs Moderate Moderate Medium $ $$$ Mitigation Vehicle Locator Systems (AVLs)—Global Positioning System (GPS) Moderate Low Long $ $$ Mitigation/Response/Recovery Tracking and Monitoring— Global Positioning System (GPS) Easy Moderate Medium $ $$ Mitigation/Response/Recovery Vehicle Disabling Easy Moderate Medium $ $$ Mitigation/Response/Recovery Anti-Theft— Secure Driver Sign On Easy Moderate Medium $ $$ Detection/Mitigation/Response/Recovery Anti-Theft— Enroute Easy Moderate Medium $ $$ Mitigation/Response/Recovery Electronic Distress Signs Easy Low Medium $ $$ Detection/Mitigation/Response/Recovery T ools and S trategies for E lim inating A ssaults A gainst T ransit O perators, V olum e 2: U ser G uide C opyright N ational A cadem y of S ciences. A ll rights reserved.

Countermeasures Catalog 95 Data Communications and Telemetry Systems: Case Study 1 ADT TRANSPORTATION SOLUTIONS, SEON TRANSIT SAFETY SOLUTIONS POLICE REAL TIME RESPONSE, MDTs, AVL, GPS, EMERGENCY ALERT BUTTONS Recorded information passively gathered on a vehicle only becomes actionable when it can be received and acted upon by those outside of the crisis. By adding on-demand telecommunications capabilities into the vehicle environment, activated via triggering the Emergency Alert button, it is possible for central security operations to view and hear, in real time, what is occurring on the vehicle. Assessment of the situation can be made immediately by trained monitoring agents at central operations, who can in turn contact and dispatch local authorities who execute their responses based upon a scripted protocol. Live images can be shared with local authorities—indeed, some implementations have integrated wireless communications between the vehicle’s security solution and the laptop of pursuit vehicles, allowing law enforcement officers access to and control of the cameras inside the mass transit vehicle. It is also possible to page back in time on the mobile DVR to see what caused the disturbance initially, providing even greater insight for responders. The confluence of location data and current situational information provides the first responders with the ability to develop the most informed and effective response in the timeliest manner, by leveraging information and expertise. Data Communications and Telemetry Systems: Case Study 2 MID-RANGE MANUFACTURER AND VENDORS ON BOARD TELEMETRY ENTERPRISE SYSTEMS Improvements in technologies such as Wi-Fi, cellular coverage areas, VOIP, and internet streaming of voice and data communications, satellite interface with other communications, and terabyte server and cloud based storage systems, have ushered in a new era in which mobile communications are automated, fast, reliable, scalable and most importantly affordable. Manufacturers and vendors are offering total communications solutions that provide visibility and transparency into the on-board activities and operating conditions of public transit conveyances including buses, light rail, trolleys, and passenger and commuter rail. It is now possible to see and hear what is going on on-board, know the exact location where a vehicle is at any given time, track vehicle routing and direction, determine speeds, shut down/disable vehicles from a dispatch center, call for help by pressing a button, and capture all of the information, both video and audio, about what is occurring for future review or utilization. The core component of an enterprise system is an on-board computer and DVR system that receives positioning signals from GPS satellites, video cameras/recording devices, and other data elements via sensors and interconnectivity. This information is transmitted over a wireless network to a secure data center with access provided to additional system users via the internet. Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 2: User Guide Copyright National Academy of Sciences. All rights reserved.

96 Tools and Strategies for Eliminating Assaults Against Transit Operators: User Guide One such manufacturer’s system performs the following activities: Vehicle Disabling – By interfacing the computer with the vehicle’s ignition and electronic control module (ECM) remote shut down of power can be accomplished. “Panic” Alerts – Drivers can press a button located next to their seat to send a silent emergency notification to a monitoring center. If the alarm button is interfaced with trouble light strobes on the top of the vehicle, or outside vehicle messaging signs an emergency message such as “help, emergency, call police immediately” can be displayed so that people in proximity to the vehicle can notify authorities to respond. Video Surveillance – Capture and recording of real-time video images in high quality or high definition that can support later identification. Cameras can be deployed both inside and outside of the vehicle. Both remote live action viewing and incident or event based recording can be enabled. Historical data can retained with time – date stamping. Audio Surveillance – Microphones associated with video surveillance systems can also capture and record sound. Anti-Theft – Vehicle shutdown can also be accomplished when a driver fails to input a secure “driver identification” within a specified time-frame. Location – GPS position information accurate to within 2 meters is continually transmitted via cellular in real-time. Graphical interface with a mapping solution such as ESRI ArcGIS or Google maps can geographically pinpoint and display current vehicle locations. Monitoring and Tracking – Along with the ability for a control center to receive messages containing operational and alert data about the performance of vehicle, driver compliance or deviation from scheduled or assigned routes of travel can be automatically transmitted and received. Ticket/ID Scanning – Computer interface with fare collection, ticket, or identification scanning equipment can automate information gathering and recording. A second manufacturer provides: Two-way Radio – Not just localized area coverage, but full route, intercity coverage using cellular or satellite technology. Components, equipment, and technology required may include: Components, Equipment, Technology Price Range On-Board computer with DVR - Microprocessor $700 - $3000 Wi-Fi internet connectivity – High Speed Data Upload, Routers $500 - $650 Wi-Fi internet connectivity – Data Plans $39-$79/monthly per vehicle Cellular network connectivity – Modem, Aircard $100 GPS satellite tracking – GPS Receiver $50-$200 Radio communications Varies based on system size Satellite communications $25 – 45 monthly GIS mapping system $75 - $200/monthly Alarm sensors and monitors $100 - $150/unit Cameras - Fixed, Wide Angle and Infra-Red $125 - $300/unit, 4 - 8 units per vehicle Central monitoring station– Web-based Interface, Mobile App $30-$40/monthly per vehicle if hosted Temporary and long term storage – Servers, Cloud Based Varies based on storage capacity Installation $300 - $500/per vehicle not including travel costs Passenger Counts – Passenger counts for on-offs at each location can be recorded automatically using sensors configured to work with the enterprise system. Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 2: User Guide Copyright National Academy of Sciences. All rights reserved.

5. SURVEILLANCE AND OBSERVATION SYSTEMS SECURITY MEASURE EASE OF USE TRANSIT INDUSTRY USE TIME TO IMPLEMENT LABOR INTENSIVE COST TO IMPLEMENT EFFECTIVENESS APPLICATIONS Visible Surveillance Systems— Cameras in Plain Sight Moderate Medium Long $ $$ Prevention/Deterrence/ Detection/Mitigation Bus Stop Lighting Moderate Low Long $ $$ Prevention/Deterrence/ Detection Video Surveillance Using On-board Computer/DVR Moderate Medium Medium $$ $$ Prevention/Deterrence/ Detection/Mitigation T ools and S trategies for E lim inating A ssaults A gainst T ransit O perators, V olum e 2: U ser G uide C opyright N ational A cadem y of S ciences. A ll rights reserved.

6. DRIVER PROTECTION SYSTEMS SECURITY MEASURE EASE OF USE TRANSIT INDUSTRY USE TIME TO IMPLEMENT LABOR INTENSIVE COST TO IMPLEMENT EFFECTIVENESS APPLICATIONS Physical Barriers/Compartment Barriers or Shielding—Full or Partial Easy Low Long $ $$ Prevention/Deterrence On-Board Vehicle Fire Suppression Equipment Easy High Short $ $ Prevention/Deterrence Driver-Side Exit Doors Moderate Low Long $$ $$$ Prevention/Deterrence Public Address System and Signage Easy High Medium $$ $$ Prevention/Deterrence/Mitigation/ Recovery Defensive Weapons Moderate Medium Medium $ $$ Prevention/Deterrence/Mitigation/Recovery/ Response DNA Swipe Kits Moderate Low Short $ $ Detection/Recovery/Response T ools and S trategies for E lim inating A ssaults A gainst T ransit O perators, V olum e 2: U ser G uide C opyright N ational A cadem y of S ciences. A ll rights reserved.

Countermeasures Catalog 99 Driver Protection Systems: Case Study 1 TCRP SYNTHESIS 93, MBTA, WMATA, TRANSLINK, METRO (SEATTLE), CTA, RTA (CLEVELAND), DART (DALLAS), NJ TRANSIT, PAAC (PITTSBURGH PORT AUTHORITY OF ALLEGHENY COUNTY): OPERATOR BARRIERS TCRP Synthesis 93 identified eight public transit systems, at the time of the report, which were piloting or implementing programs to install side barriers to protect operators from assaults. Additional literature review research has identified eight others: MBTA (Boston)4, WMATA (Washington, DC)5, TransLink (Vancouver)6, Metro (Seattle)7, CTA (Chicago)8, RTA (Cleveland)9, DART (Dallas)10, and NJ Transit11. As of March, 2015 there has been no identified research efforts on the costs, efficacy, or other factors associated with the implementation of this countermeasure. Based on a literature review, there are currently three manufacturers in North America that are marketing or providing design and manufacturing services for transit bus operator barriers: TCB Industries, which is now a division of New Flyer (a leading manufacturer of transit buses)12 13; Arowguard Driver Protection Systems, a division of Arow Global14 15; and Bentech, a division of Philadelphia Pipe Bending Company16. While TCB and Arow both market barriers through their website for existing/retrofit and new spec/build applications, Bentech does not include barriers in their line of available products but have designed and manufactured hundreds of them for installation on existing buses in the NJ Transit and NYMTA fleets17. Most media reports about the installations of barriers, directly citing transit system and or manufacturing sources, identify the cost of pilot models as $4000 to $5000 and the cost per barrier in the implementation phase as $1500 to $2500, with the trend being toward the higher end. The information on costs was extrapolated from the previously cited news sources. 4 http://www.bostonglobe.com/metro/2014/05/06/mbta-pilots-bus-partition-protect- drivers/iEYx00ve15E5bJekE4sFoK/story.html. 5 http://www.washingtonpost.com/local/metro-may-install-shields-on-buses-to-keep-drivers- safe/2012/01/02/gIQA16KM9P_story.html. 6 http://www.vancitybuzz.com/2014/08/public-transit-bus-driver-barriers-implemented-metro-vancouver-pilot- project/. 7 http://www.seattlepi.com/local/transportation/article/Metro -considers-Plexiglas-barriers-to-protect- 894403.php. 8 http://articles.chicagotribune.com/2009-04-27/news/0904260187_1_cta-bus-drivers-shields. 9 http://fox8.com/2012/11/09/protective-barriers-to-be-tested-on-rta-buses/. 10 http://www.dart.org/about/inmotion/may13/1.asp. 11 http://www.masstransitmag.com/news/10450859/pa-bus-driver-shields-spreading-but-not-in-philadelphia. 12 http://www.tcbind.com/driverprotection.asp. 13 http://www.newflyer.com/index/cms-filesystem- action?file=parts/products/featured+products/barrier+bulletin-web.pdf. 14 http://www.arowglobal.com/products/arowguard-bus-driver-protection-system/. 15 http://www.arowglobal.com/wp-content/uploads/Arowguard_Brochure.pdf. 16 http://www.bentechinc.com/index.php. 17 http://www.masstransitmag.com/news/10450859/pa-bus-driver-shields-spreading-but-not-in-philadelphia. Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 2: User Guide Copyright National Academy of Sciences. All rights reserved.

100 Tools and Strategies for Eliminating Assaults Against Transit Operators: User Guide None of the manufacturers offer off-the-shelf versions of operator barriers. Rather, potential buyers can review examples of past projects and designs for various systems and brands of buses. Arow allows the customer to choose from an existing configuration or custom design for a specific application and vehicle platform. While they list and demonstrate five configurations: Clear, Fixed, Swing, Slide, and Coach Systems, they do not offer any specifications or similar technical information for existing configurations on their website or printed material18. According to referenced media reports, all cited cases involved a transit system forming a committee of some kind to design a barrier that would meet the operational needs of the system, the configuration requirements of the vehicles, the safety needs of the operators and the accessibility needs of the passengers. Two systems identified in the research have recently procured new buses that were designed with barriers in the original specification. In 2012 DART in Dallas began a fleet replacement process with the acquisition of 562 new buses, ranging from 26 feet to 40 feet, from NABI which included protective side barriers for the operators19. The buses were ordered from NABI which is now part of New Flyer, which also owns TCB Industries. The Toronto Transit Commission ordered 55 new 40-foot buses in 2014 from NOVA Bus. These vehicles will include a side safety barrier for operators, but reports did not indicate which manufacturer will be supplying the barriers. Current APTA guidelines for bus procurement do not address the new side safety barriers. References to barriers in the current version of the standard are related to barriers located directly behind the operator’s seat20. In one example of driver protection system usage, the Port Authority of Allegheny County (PAAC) sampled buses equipped with Operator shields, met with vendors, and observed the shields in use in the field. With those inputs and Operator review, PAAC decided on the type of shield, and modified the new bus order to include the shields. The Operator Shields cost $3,133 per unit for the new buses. PAAC also retrofit newer buses to accelerate the process of including the shields on the fleet. The top half of the barrier is retractable, where the bottom half acts as a hinged door; and clicks into place. 18 http://www.arowglobal.com/products/arowguard-bus-driver-protection-system/. 19 http://www.dart.org/about/inmotion/may13/1.asp. 20 Standard Bus Procurement Guidelines, American Public Transportation Association, Washington, DC, 2013. Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 2: User Guide Copyright National Academy of Sciences. All rights reserved.

7. TRAINING Training, for purposes of this report, is an organized activity aimed at imparting information and/or instructions to improve the recipient's performance or to help him or her attain a required level of knowledge or skill. Giving your workers the training they need will help them to be able to handle many situations when they arise. This will improve performance by giving the operator confidence after learning a new method of providing a service. SECURITY MEASURE EASE OF USE TRANSIT INDUSTRY USE TIME TO IMPLEMENT LABOR INTENSIVE COST TO IMPLEMENT EFFECTIVENESS APPLICATIONS Driver/Operator Handbook Easy High Short $ $ Prevention/Mitigation/Response/ Recovery Driver/Operator Security Awareness Easy High Short $ $ Prevention/Detection/Mitigation/ Response/Recovery Driver/Operator Security Moderate Medium Medium $$ $$ Prevention/Detection/Mitigation/ Response/Recovery Driver/Operator Security Communications Moderate Medium Medium $$ $$ Detection/Mitigation/Response/Recovery Drills Immediate Actions Difficult Low Medium $$ $$ Prevention/Mitigation/Response/ Recovery Driver/Operator Self-Defense Moderate Low Medium $$ $$ Prevention/Mitigation/Response T ools and S trategies for E lim inating A ssaults A gainst T ransit O perators, V olum e 2: U ser G uide C opyright N ational A cadem y of S ciences. A ll rights reserved.

102 Tools and Strategies for Eliminating Assaults Against Transit Operators: User Guide Training: Case Study 1 TRANSPORTATION SECURITY ADMINISTRATION (TSA), NATIONAL TRANSPORTATION SECURITY CENTER OF EXCELLENCE (NTSCOE) BUS OPERATOR SECURITY TRAINING PROGRAM The instructor-led course was developed by the Transportation Security Administration (TSA) in cooperation with the National Transportation Security Center of Excellence (NTSCOE), and managed through the Science and Technology Directorate of DHS. Four universities and two federal agencies were involved in the development of the course. Extensive research was conducted both nationally and abroad to identify appropriate countermeasures and related skill sets for bus operators relative to identifying suspicious and dangerous activity and reacting appropriately, with a focus on life safety and terrorism concerns. The training course was designed to enhance the abilities of bus operators to: Quickly and effectively evaluate suspicious and dangerous activities Take actions to protect self and passengers Provide timely and accurate information to law enforcement through the control center Content of the course included: use of basic skills such as being aware of surroundings, alert for things that are out of place, and diligent in reporting observations unique position of operators, their awareness of the surroundings, on and off the bus, and the instinctive ability they have to tell what is and what isn’t threatening, suspicious or out of place, and normal reporting and/or reacting to situations in “real-time” which can greatly assist law enforcement and protect the operator’s life and the lives of customers and the public; responsibility to report what feels suspicious based on training, experience, and instincts operator’s role incounter-terrorism; to be aware of surroundings and report activities that appear to be dangerous or suspicious, and when the situation warrants, to take appropriate and reasonable protective actions focusing on identifying the behaviors associated with suspicious activity the who, what, where, when, why and how of identifying suspicious activity pulling over and evacuating the bus when warranted the importance of maintaining a calm demeanor in the face of a threat avoiding handling of suspicious packages Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 2: User Guide Copyright National Academy of Sciences. All rights reserved.

Countermeasures Catalog 103 Training: Case Study 2 CUTA TRANSIT AMBASSADOR CURRICULUM Transit Ambassador is a transit-specific customer service curriculum used by 50 transit agencies in the U.S. and has been proven successful in Canada, Australia, New Zealand and the Caribbean. According to TCRP Synthesis 93 Practices to Protect Bus Operators from Passenger Assault, the Transit Ambassador Program is a “comprehensive training course on customer service for transit employees and managers. The program, designed by CUTA, is a Train-the-Trainer (TTT) certification course that allows agencies to deliver the program themselves once their staff has been certified. The feedback from agency managers and transit workers regarding the program has been positive.” Core modules of the program address Essentials of Customer Service, Effective Communications, Managing Customer Feedback and Managing Stress. Advanced modules cover Difficult Situations and Dangerous Situations. In the Difficult Situations module, participants discover how to avert or minimize potential conflict and defuse anger while dealing with customer disruptions, fare disputes, vandalism or other difficult situations. Operators are trained to identify and deal with situations that range through the "different - difficult - dangerous" spectrum. The focus is on diffusing a situation before it moves up Training: Case Study 3 SOUTHEASTERN PENNSYLVANIA PUBLIC TRANSPORTATION AUTHORITY: SPOTLIGHT ON OPERATOR ASSAULTS Public Awareness Campaigns, such as Septa’s Red Kite Training Program for Conflict Management, developed from a post-war community healing approach into a training model used internationally. The program uses trauma informed crisis management as a means to de-escalate violence with those who have experienced it. Program tenets include a belief that teaching public-service workers the effects of trauma and how to de-escalate those who have experienced it is the key to community safety. This training program is designed to help employees to be more aware and to show more understanding for individuals (the customer), by allowing them to understand self-importance, to show respect and to see the human factor, allowing them to focus on de-escalating potential problems before they happen. Operators participate in their training while learning they have choices in every interaction and how they can create a shift that can disarm a potentially difficult situation. the scale from different to dangerous. In the Dangerous Situations module, which according to CUTA works best in conjunction with the Difficult Situations module, identification and de-escalation skills are reinforced. The module training focuses on operator safety in situations that could become violent. There are four video segments dealing with the topics of personal threat, theft, bomb scares, drunkenness, use of weapons (pre-meditated with a knife and spontaneous with a broken beer bottle), as well as external violence resulting from road rage. Participants practice developing responses from video scenarios. Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 2: User Guide Copyright National Academy of Sciences. All rights reserved.

104 Tools and Strategies for Eliminating Assaults Against Transit Operators: User Guide COMPREHENSIVE STRATEGIES Today’s progressive agency responses to operator assaults are multifaceted and layered taking into account the benefits of systematic security countermeasures deployed jointly or in tandem. Engaging in a continuous improvement program that adds on layers of deterrence, mitigation or response capabilities can greatly enhance the overall protection of operators. Security at a level approaching prevention can be best accomplished by recognizing new opportunities to reduce risks through a strategic planning process that identifies and tests the effectiveness and compatibility of human, technical and environmental systems. Comprehensive Strategies: Case Study 1 SOCIETE DE TRANSPORT DE MONTREAL (STM) SÉCURIBUS An Example of a Multifaceted Approach to Prevent Assaults on Bus Drivers (2013) The innovative Sécuribus program proposed a variety of complementary actions focusing on assault prevention, response optimization, support during and immediately following an assault, and victim assistance. The Sécuribus program was viewed as an incremental step toward identifying the needs of drivers, with an eye to continuous improvement. The program therefore included an array of diverse and complementary measures. 1. Ongoing training: Four ex bus drivers were certified as Sécuribus instructors and assigned full- time to the project. Training was comprised of two phases, each lasting 7 hours. In Phase 1, the content, based on shared experiences and interactions with the instructor, was designed to equip drivers with useful strategies to defuse conflicts before they devolve into aggressive behavior. Phase 2 provided drivers with tools they could use to overcome difficult situations with stress management techniques and also dealt with the topic of diversity. These “soft skills” trainings were targeted at teaching drivers how to become better bus drivers by becoming better persons. Videos featuring STM drivers were used as teaching tools and trained employees on how to relate to the situations and the examples portrayed. SÉCURIBUS Ongoing Driver Training On-Board Security Officers Public Awareness Campaign Post Incident Response Programs Incident Analysis Incident Response Plan Surveillance Cameras Legal Claim Support Emergency call buttons Immediate Police Response Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 2: User Guide Copyright National Academy of Sciences. All rights reserved.

Countermeasures Catalog 105 aimed to convey to customers the importance of respecting STM’s bus drivers. The other campaign depicted customer behaviors identified by the bus drivers as irritating to themselves and the other customers (loud music, not taking off the backpack, blocking the doors and such) 3. Table of indicators: A data table was developed to track the number of assaults in order to pinpoint trends, such as the bus routes with the highest incidence of assaults, or problem districts or times of day. With this data in hand, the Security and Control department was better positioned to carry out preventive measures aboard the buses or among certain target groups, such as students. 4. Installation of deterrents: Surveillance Cameras. A number of buses were equipped with surveillance cameras and since 2009, it became a procurement standard. Stickers affixed aboard the buses informed passengers of the presence of these cameras in order to deter aggressive behavior. The resulting video footage was used to identify aggressors. Emergency call buttons. All buses in the fleet were equipped with an emergency call button that drivers could use to request help. As soon as a call was received, the police, the STM’s Security and Control staff and field supervisors would be dispatched to the scene. At the same time, pressing the button would turn on the 9-1-1 display on the outside of the bus. Safety and Control: Before Sécuribus, industrial safety inspectors from Safety and Control department were only assigned to the STM’s metro. With Sécuribus, they became more present and more visible. A total of 93 inspectors were assigned to cover the shifts (day, evening and night). Based on the geographical distribution of assaults and the prevention activities carried out, the inspectors visit specific bus depots to provide information to drivers, and to collect and investigate their complaints. The inspectors were also there, in plain clothes, to intervene. The addition of 20 transit safety vehicles in 2011 enabled real-time intervention in cases of assault or a conflict likely to escalate. Taking a preventive approach, the inspectors also visited Montréal schools to sensitize pupils and students to the importance of behaving properly as public transit users. Safety and Control investigators also analyzed assault-related data and worked closely with Montreal’s Police department and the bus drivers. Joint information booths: Members of a joint management and union committee visited STM bus depots, where they staffed information booths. The tour gave the committee a chance to meet with drivers and talk to them about current or upcoming initiatives aimed at helping and supporting them, and preventing a greater number of assaults. Support for employees who have been assaulted: The joint committee put a great deal of effort into improving the process set in motion when an assault occurs, so as to better support employees and mitigate the consequences of the assault. Responding to an employee who has been assaulted: The STM put in place a protocol for intervening in cases of assault; the protocol dictated a rapid response that involved all parties concerned: driver, field supervisor, Bus Control Centre radio operator, inspectors, and so on. During this intervention, it was required that the victim be attended to promptly, given access to medical care and offered appropriate psychological counseling. A formal procedure was drafted to set out the roles and responsibilities of everyone involved when a driver is assaulted. Legal assistance: Under the program legal assistance was provided to all drivers wishing to take legal action against their aggressor. 2. Campaign promoting respect: Two distinct campaigns were carried out. The first campaign Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 2: User Guide Copyright National Academy of Sciences. All rights reserved.

106 Tools and Strategies for Eliminating Assaults Against Transit Operators: User Guide figures into context, it helps to understand that the STM has increased its bus service offer by 22 % since 2007 and that over 1000 drivers have been hired since 2010: The number of assaults, all types combined, leading to OH&S reports with the CSST steadily decreased from 133 in 2007 to 95 in 2010 to 74 in 2012, a decrease of 44.36%. The total number of sick leave days assault-related went from 4657 in 2007 to 2232 in 2012, down 52.1%. The number of physical assaults is down from 58 in 2007 to 30 in 2010 and 27 in 2012, a decrease of 53.4 %. The resolution rate for cases reported by drivers is growing. Customer satisfaction: The STM’s efforts are also noticed by the clients, as evidenced by the latest results of the customer satisfaction survey: o Courtesy of bus drivers : from 80 % in 2007 up 86 % in 2012 o Security and safety aboard buses : from 89 % up 94 % o Overall bus satisfaction : from 71 % up 82 % Financial gains: Since the project began in 2006, the STM has invested over $4 M. But from 2007 to 2012, the STM was able to lower the costs linked to assaults by 43.7%, going from $1,074,016 in 2007 to $605,143 in 2012. Using 2007 as the reference year, the Sécuribus program saved the STM over $1.9 M in 6 years. Comprehensive Strategies: Case Study 2 MARYLAND TRANSIT ADMINISTRATION (MTA) MTA’S SERVICE SAFETY TASK FORCE (2014) MTA created the Service Safety Task Force (SSTF) to tackle the issue of reducing assaults on operators head on. The SSTF’s charter was simple; develop comprehensive mitigation strategies that will help to eliminate or minimize operator and passenger assaults. Their work included an examination of organization policies, procedures, safety culture, and operating environment. SSTF developed pragmatic solutions, which involved changes to existing procedures; new safety initiatives; technical and engineering solutions; and innovative media and marketing solutions. The outcome of these solutions was a 40% reduction in aggravated assaults on operators and a significant reduction in associated workers compensations costs. The purpose of the SSTF was to determine the most effective methods for the MTA to minimize the occurrence of passenger and operator assaults. The SSTF had several clear objectives, which included the following: • Review internal policies and procedures to determine where enhancements can contribute to reducing assaults. • Examine the state of the agency’s safety culture and employee perception of how well the agency ensures their safety and security is the highest priority. Conclusive results: The Sécuribus program has already yielded impressive results and to put these Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 2: User Guide Copyright National Academy of Sciences. All rights reserved.

Countermeasures Catalog 107 • Improve the effectiveness of the agency’s communication and public involvement efforts. • Evaluate the latest vehicle safety design features and other technologies that can be used to enhance operator safety. • Evaluate MTA training programs to determine if there are ways to better equip employees for the operating environment. • Evaluate MTA recruiting programs to determine what methods can be used to better assess whether potential candidates have the right temperament for working with the public. • Identify best practices used by other transportation agencies to address operator and passenger assaults The SSTF examined the existing safety and security features of its bus fleet and future technologies that could be used to improve service. All buses are equipped with a panic button emergency switch and CCTV cameras, some with audio enabled, and voice radio to help deter or react to an assault on an operator. The MTA had implemented a pilot program for the design and installation of bus operator compartment shields. The industry research showed that these have been effective in both physically preventing attacks and deterring bus operators from leaving their seats. The SSTF recommended that the MTA should install them on its entire fleet of buses. This recommendation was accepted by the MTA and is now in the process of implementation. The cost of each shatterproof Lexan Plastic shield is $2,000-$2,500 per bus. The SSTF explored several ways that the MTA could better communicate the message of operator and passenger safety to the public. MTA produced new vehicle signage that described the penalties to be imposed for assaulting an operator. The MTA Commuter Connections TV show was also used as a venue for speaking to the public about operator and passenger assaults. The MTA produced a segment that featured the Chief Safety Officer and a Bus Operator discussing the importance of keeping drivers safe. To communicate this issue directly to students and parents the MTA issued a letter to parents of school students who utilize our service advising them of the “rules of conduct” when riding the system. SSTF worked to improve communications between Operations Control Center staff, Operators, and the MTA Police. To help facilitate communication even further the MTA increased the number of Street Supervisor staff. Enhancing MTA’s operator training programs was also recommended by the SSTF. MTA Bus Operator training curriculum now includes, among other topics, De-escalation, Conflict Resolution, Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 2: User Guide Copyright National Academy of Sciences. All rights reserved.

108 Tools and Strategies for Eliminating Assaults Against Transit Operators: User Guide and Maintaining a Peaceful Bus Environment. The SSTF issued new safety and security awareness centric messages into all employee paychecks that reinforce core safety beliefs and principles. Assaults against MTA operators declined significantly after Safety Task Force concepts were implemented. Comprehensive Strategies: Case Study 3 LOS ANGELES COUNTY METROPOLITAN TRANSPORTATION AUTHORITY LA METRO HIGHLIGHTS BUS OPERATOR SAFETY ENGINEERING, EDUCATION AND ENFORCEMENT CAMPAIGN Los Angeles County Metropolitan Transportation Authority (Metro) introduced engineering, educational and law enforcement enhancements in 2015 to reduce incidents of assaults against Metro’s 4,000 bus operators and improve security for passengers. Metro is instituting a strategy called the Three Es: Engineering, Education and Enforcement that include technology, advanced training and new efforts by the Los Angeles County Sheriff’s Department (LASD). Metro bus riders will notice protective barriers to protect bus operators on some buses, buses with video monitors showing activity on the bus and automated announcements providing fare information to reduce disputes over fares between passengers and operators. Metro received new buses equipped with a driver’s compartment protected by a polycarbonate safety barrier, with improved designs that provide more space for the operator. Metro continued installing CCTV monitors on buses. One monitor is placed above the bus operator so riders see themselves boarding and another monitor is installed on the bulkhead showing activity in the seating area. brochures to all operators highlighting the MTA’s policies including a 17-page “Guide to Personal Safety for Bus Operators” that was specifically targeted to assist in assault reduction. It also issued safety- Tools and Strategies for Eliminating Assaults Against Transit Operators, Volume 2: User Guide Copyright National Academy of Sciences. All rights reserved.