OC Transpo Safety & Security Peer Review Provided by the American Public Transportation Association

Transcription

1 OC Transpo Safety & Security Peer Review Provided by the American Public Transportation Association March 21, 2014 (for the June 18, 2014 Transit Commission) 1

2 Peer Review Panel Members David Genova Assistant General Manager Safety, Security & Facilities Regional Transportation District Denver Stephen Hansen Manager, Safety and Security Calgary Transit Matthew Desrosier Department Manager, Health, Safety and Environmental Compliance Orange County Transportation Authority 2

3 Peer Review Panel Members Dave Hahn Senior Specialist, Safety and Security American Public Transportation Association (Peer Review Co-Facilitator) Mike Smith Senior Specialist, Safety and Security American Public Transportation Association (Peer Review Co-Facilitator) 3

4 Scope of Review The APTA Peer Review Panel, was convened at the request of John Manconi, General Manager, OC Transpo, to review current system safety and security strategies and practices and assist in development of objectives to support the 10-point Safety Plan that was approved by the Ottawa Transit Commission in The observations and recommendations provided through this peer review are offered as an industry resource to be considered by OC Transpo in support of its efforts to ensure the safety of its customers, employees, and the general public. 4

5 Peer Review Objectives Based upon the information gathered by the panel, including document review, site observations, and interviews with staff, City of Ottawa Transit Commissioners, and other stakeholders, the review was focused in the following areas: 1. Safety and security program point safety and security plan 3. Approach and resourcing 4. Public safety & perception 5. Other observations 5

6 Peer Review Methodology The APTA Peer Review process is well established as a valuable resource to the public transit industry. Highly experienced and respected transit professionals voluntarily provide their time and support to address the scope required. A panel of five industry peers was assembled and a review of OC Transpo was conducted on site from March 18 to 21, The panel conducted an extensive review of information gathered using several methods: reviewing key OC Transpo documents, site observations made during visits of facilities and operations, and a series of briefings and interviews with Transit Commission members, Women s Working Groups, OC Transpo personnel and other stakeholders. 6

7 OC Transpo Safety & Security Peer Review Observations & Recommendations 7

8 Opening Comments There are several components currently in place that, when integrated as a comprehensive program, will strengthen the safety culture within OC Transpo. The leadership team champions the philosophy to learn, grow, and improve. The request of APTA to organize an independent industry review for OC Transpo demonstrates its commitment to improving system safety. 8

9 1. Safety and Security Program Observations Clear dedication to enhancing public safety - De-escalation training, safe stop and night stop programs - 24-hour Transit Law Communications Center (TLCC) and Transit Operations Communications Center (TOCC) Stakeholder engagement (outreach) efforts, i.e. Safety Culture Working Group Internal communications include safety messaging, i.e. Transpo Express newsletter 9

10 1. Safety and Security Program Observations (Cont d.) Social media monitoring, including written escalation protocols to address potential threats AEDs in street supervisor vehicles, combined with first-aid training of supervisors Collaborative working relationship with unions (agency wide) Communication coordinators in dispatch center facilitates timely public communication Implementation of Walk & Ride and Bike & Ride programs increases visibility (operators and general public) 10

11 1. Safety and Security Program Observations (cont d.) Effective security tools in place including emergency call boxes, rear-of-bus alarms, CCTV. Real-time monitors are currently being added, with safety/security messaging capabilities. Paid fare zones and passenger control measures deter non-service users on the O-Train and future LRT. Panel supports technical and cost-benefit analysis conducted and decision to spec buses with on-board video Adoption of other advanced technologies Computer-Aided Dispatch / Record Management System P25 radio 11

12 1. Safety and Security Program Recommendations Continue to train New-hires on safety culture (defined roles and responsibilities) Continue face-to-face management and labor interaction at all levels, i.e. executives, management, supervision, agents ( Meet and Greet opportunities) Review all safety/security communications to ensure uniformity (internal and external); consider rebranding Chief Safety Officer should develop and implement a Department wide SMS and safety program 12

13 1. Safety and Security Program Recommendations Proceed with full roll out of the pilot two-day deescalation training to employees Use riskmaster accident data with training department to help determine training needs and curriculums for operators 13

14 2. 10-Point Safety and Security Plan Observations The Plan was a timely response by management to address emerging concerns Panel supports the methodologies & implementation of the 10-point safety plan Panel commends OC Transpo for commitment to develop and implement safety lens concept that can be applied to all service, activities, programs and initiatives. The safety lens can be further refined 14

15 2. 10-point Safety and Security Plan Recommendations Further develop and formalize implementation of Safety Lens Develop comprehensive system safety program Policy statement signed by GM Roles and Responsibilities defined Goals and SMART objectives defined Utilize to strengthen Safety Culture (i.e. Equity and Inclusion Lens, A User s Guide) Communicate current safety and security initiatives to educate the public; transparency 15

16 2. 10-point Safety and Security Plan Recommendations Integrate internal and external facing elements/ processes to mature the safety culture Establish a single brand for safety and security messaging ( Bundle & Brand ) Continue to expand the Transecure program Possibly include Transit Watch and other, new elements Inform the public to promote program; post on website, newsletter Integrate with operator training and performance management 16

17 3. Approach and Resourcing Observations Transit Law (Special Constable) unit is under-resourced Current safety initiatives and responsibilities are in place and shared by various departments throughout the organization Safety initiatives are implemented without an agency-wide safety management plan Small safety management unit embedded within Transit Safety Enforcement Branch Distinguish between system safety & security roles Proven increase in visibility has been received well by operators and public 17

18 3. Approach and Resourcing Recommendations Establish stand alone safety branch with Chief Safety Officer reporting directly to the GM. To do the following: Regulatory environment for upcoming LRT Health and Safety Commercial Vehicle Operator Registration Training, etc. Develop safety program plan to integrate safety throughout the organization Continue to look for innovative approaches to enhance visibility: Use of Walk & Ride, Bike & Ride, etc. Fare dispute mitigation Necessary for upcoming Confederation line Consider analyzing fare inspection roles and responsibilities 18

19 3. Approach and Resourcing Recommendations (cont d.) Continue to reach out to industry peers for effective practices, tools and best practices Consider additional special constables for existing service coverage (fare dispute problems, public perception issues). Currently, the unit is under-resourced Use industry tools (FTA s security manpower planning model SMPM) and reach out to neighboring transit agencies for best practices Consider creating a designated investigator classification within Special Constable ranks The panel recommends adding a video investigator position within Transit Law 19

20 4. Public Safety Perception Observations Capital projects strategy for advanced safety and security technologies (i.e. on-board cameras, CAD/RMS system for Special Constables) There is a relationship between the perception of safety in the community at-large with the perception of safety while waiting for the bus Recent survey results show: Safety and security initiatives are making an impact Some customers have a heightened sense of insecurity at night OC Transpo is customer focused 20

21 4. Public Safety Perception Observations (Cont d.) Trends reflect positive customer perception Highest ever confidence in employees caring for customers 21

22 4. Public Safety & Perception Recommendations Consider conducting a lighting analysis on the system to address color, intensity Evaluate maintenance cleaning schedule of stations, bus stops: Increase visibility for ease of patrol, patron comfort, perceived safety Monitor cleanliness of glass Consider additional safety and security messaging at stations / bus stops: Install passenger messaging; Transecure Special Transit Law Communication Centre, contact # on posters, messaging, system maps 22

23 4. Public Safety & Perception Recommendations Safety and security design considerations for existing and future projects Community on a bus - social responsibilities of watching out for customers and ensuring everyone is safe Continue to foster and partner with external agencies to address the shared community responsibilities of addressing crime, trends Enhance transparency by posting security-related incidents on website: i.e. Station Assault Statistics (MBTA website example) Possible trends Management response, corrective actions 23

24 5. Other Observations/Recommendations The panel appreciates the overarching priorities including the safety and security umbrella and financial sustainability Encourage continued partnership with Ottawa Police Services Send staff to other systems to cross train and learn effective practices in safety & security, particularly LRT Operational challenges should be considered for the Confederation Light Rail launch, including; Design and testing of light rail General organizational challenges, resources 24

25 5. Other Observations/Recommendations Panel observed that the external stakeholders (women s groups) welcome OC Transpo leadership shift, saying it is encouraging; the leadership is listening and actively responding They positively receive the 10 point plan, integration of inclusion and equity lens. Encourage continued means of soliciting and incorporating external stakeholder viewpoints in drafting short and long term safety plans and programs Opportunity for more user friendly call-in reporting; feature the 24 hour call-in number more prominently; include in bundle and brand marketing efforts Additional community education on proper use of emergency phones, reporting legitimate incidents 25

26 5. Other Observations/Recommendations Panel encourages OC Transpo to consider opportunities to expand collaborative community outreach efforts. Formalize and provide structure to current on-going activities Investigate opportunities and partnerships where OC Transpo can participate in or conduct community education events geared towards Transit Safety/Community Safety (i.e. involve themselves in the Personal Safety Workshops ) OC Transpo should continue working with their stakeholders using a community safety audit process at transit facilities. Formalize means of collaboration on such site visits and the reporting of hazards, findings, corrective actions, etc. 26

27 5. Other Observations/Recommendations (Cont d.) Safety and reliability KPIs are reported out and kept at a manageable level New Hires should be trained on safety 101 along with their other operational training Expand proactive communication with social media. Add safety to the busology messages Real-time monitors with safety/security messaging capabilities are currently being added Station Domination standards are currently being drafted to address security concerns for such events 27

28 For Consideration C.S.O. Safety Plan External Facing Programs Safety Lens Internal Facing Programs Short Mid Long Short Mid Long 28

29 Concluding Remarks The peer review panel found that OC Transpo has a robust Public Safety & Security program by industry standards and its leadership team is committed to the safety of all customers, employees, and the citizens of Ottawa. The panel encourages OC Transpo to develop a system safety branch and refine safety responsibilities for all personnel. OC Transpo recognizes the vital importance of engaging its external stakeholders as it works to enhance system safety through various initiatives and campaigns. The findings of this review are intended to assist OC Transpo in strengthening its operational and public safety strategies. 29

30 Concluding Remarks (cont d.) The panel sincerely appreciates the support and assistance extended throughout the entire peer review process by OC Transpo personnel. The panel stands available to assist with any clarification or subsequent support that may be needed. 30

31 Thank You David Genova Regional Transportation District - Denver david.genova@rtd-denver.com Stephen Hansen Calgary Transit shansen@calgary.ca Dave Hahn Mike Smith American Public Transportation Association dhahn@apta.com msmith@apta.com Matthew Desrosier Orange County Transportation Authority mdesrosier@octa.net 31