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SUPERVISOR’S BRIEFCASE REFRESHER TRAINING 2016

SUPERVISOR’S BRIEFCASE REFRESHER TRAINING 2016. FOCUS-SECURITY. AGENDA. CDTA Code of Conduct CDTA Suspension of Service Conduct Complaints Taking Witness Statements. Rules of Conduct- CODE GOLD. As in “Golden Rule” Assuring that CDTA isn’t only safe & reliable

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SUPERVISOR’S BRIEFCASE REFRESHER TRAINING 2016

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  1. SUPERVISOR’S BRIEFCASEREFRESHER TRAINING2016 FOCUS-SECURITY

  2. AGENDA • CDTA Code of Conduct • CDTA Suspension of Service • Conduct Complaints • Taking Witness Statements

  3. Rules of Conduct- CODE GOLD As in “Golden Rule” • Assuring that CDTA isn’t only safe & reliable • Assuring courteous, quality, transportation.

  4. Rules of Conduct • Adopted in December of 2005 • Based upon Rules for New York City Transit • Requiring customers to adhere to rules • Providing a mechanism for enforcement

  5. Rules of Conduct- Why? • Some things were always against rules. • Define those things. • Let customers and prospective customers know. • Support operators. • Prevent “frontier justice.”

  6. Rules of Conduct-What are they?Prohibited Activities • Entering operator’s space. Assaulting operator is felony under NY Penal Law sect. 120.05 (11) • Vandalism, including graffiti, defacing or damaging property • Commercial activity (advertising or selling stuff on a bus or at the station) • Panhandling/Soliciting donations (unless religious or political cause or a registered charity) • Littering, urinating, defecating or otherwise causing a public nuisance • Smoking

  7. Rules of Conduct • Sleeping, where it is hazardous or interferes with your duties or the comfort of other customers • Gambling • Playing loud music without headphones • Throwing things on or from the bus • Consuming alcohol • Riding while ability to do so impaired by drugs or alcohol

  8. Rules of Conduct • Causing annoyance, alarm or inconvenience to customers • Occupying more than one seat • Blocking pedestrian traffic, blocking the aisle • Skating/skateboarding • Putting arms or other body parts out the windows • Fare Evasion

  9. Rules of Conduct- Prohibited Items • Open containers • Weapons/dangerous instrumentalities • Explosives, flammable substances, combustible materials, corrosive materials

  10. Rules of Conduct-Prohibited Items • Oversized items (too big to be on the bus or so big that they interfere with customers) • Animals, except for service animals, or animals in a pet carrier

  11. Rules of Conduct-Enforcement • The intent is not to punish people. • Assure that CDTA provides quality service. • Educate CDTA customers and advance the CDTA Rules of Conduct. • Suspension of Service policy may be used to impress upon violators the serious nature of CDTA’s commitment.

  12. Rules of Conduct-Penalties • Denying transportation. • Ejecting customers from a bus. • Securing a basis for police arrest.

  13. Rules of Conduct Enforcement/Non-Compliance • The bus may be stopped. • Local law enforcement will be called for non-compliance. • Employees should never act to forcibly remove a customer.

  14. Rules of ConductOperators Inform Patrons • NO independent enforcement action. • Operators are NOT to be forcing compliance. • Operators encouraged to give reminders about the rules. • Voluntary compliance is the key. • Enforcement is a matter for others.

  15. Rules of Conduct- Operator Actions - • If behavior continues. • Notify the supervisor on duty in the radio and control room (PRTT). • Supervisors will work with the operator to pursue the best course of action. • Supervisors will authorize the denial of transportation in appropriate cases.

  16. Stopping bad behavior Weigh the necessity of responding to alleged rule violations against the need to assure reliable transit service. Initial determination will be made by radio control, where the Operator’s allegations will be considered in assessing the gravity of the situation. Rules of Conduct-Responding to Alleged Rule ViolationsRadio Control

  17. Rules of Conduct- Radio Control • Is the violation is continuing? • NO= no action taken. • YES= make the initial determination about what will be done.

  18. Rules of Conduct-Options • Authorize the operator to courteously communicate their instructions to the customer that they should alight the bus at the next safe location. • Dispatch field supervision to provide support. • Prevent any escalation of the problem, and prevent trouble for the operator and other customers.

  19. Instruct the operator to hold over at a safe location until the violation stops or until the offender alights. Coordinate support from field supervision by arranging a location where the supervisor will board, or Coordinate the support of local police or others. Rules of Conduct-Options

  20. Rules of Conduct-Supervisors Supervisors are expected to conduct themselves professionally in responding to these kinds of situations.

  21. Rules of Conduct-Supervisors • Assess the situation and secure the vehicle, to assure the safety of customers. • Provide assurance to all customers that we will transport and complete their trip as soon as possible. • Ask for and write down a NAME, and use that name in communicating with the customer (i.e., Mr. Brown, Ms. Jefferson).

  22. Rules of Conduct-Supervisors • Privately and professionally interview the operator outside of the customer’s hearing. • Ascertain whether any rule was, in fact, violated. • Confine operator to the facts of a violation, and complete this task quickly.

  23. Rules of Conduct-Supervisors Ascertain WHAT the customer did, WHEN and WHERE they did it and assure that the operator is accurate in both the facts constituting violation and IDENTIFICATION.

  24. Rules of Conduct-Supervisors • Request for the customer to alight the vehicle for a private interview. • Provide assurance that you are there to solve the problem. • Ascertain whether the violation as alleged by the operator did, in fact, occur. • Obtain all the information such as the cause, name, address and phone number of the customer.

  25. Make your determination as to whether a rule was violated and how YOU want to address any violation that you think occurred. Your options are a warning/counseling, ejection from the bus (hopefully secured by your request for an interview), issue a ticket for suspension of service, or pursue a criminal complaint with local police. Rules of Conduct-Supervisors

  26. Rules of Conduct-Documentation Privately notify Central Communications via radio of your findings and action you take. Find out if the customer has a history warranting a lengthier suspension. Upon returning, provide incident report TD20 and original of any suspension of service ticket that you issue to the Director of Risk Management.

  27. Rules of Conduct-Supervisors • Supervisors must exercise caution in dealing with customer who may respond with anger or violence. • NEVER, EVER respond in kind to bad language, loud voices, threats, etc. • The more loud or abusive a customer becomes, the more calm and quiet should be your response.

  28. Rules of Conduct-Supervisors • Second only to safety concerns is the enforcement of quality service and rule adherence. • Entirely up to the responding supervisor how to best promote the interests of CDTA. • You do NOT take orders from the operator. • Support operators, but not to do as they might want.

  29. Rules of Conduct-Supervisors • a violation, occurred • no violation occurred • you are unable to decide one way or the other.

  30. Rules of Conduct- Supervisors • a warning/counseling, • ejection from the bus (hopefully secured by your request for an interview), • issue a ticket for suspension of service, or • pursue a criminal complaint with local police. If you are concerned for the safety of anyone, including yourself, you should call for police assistance.

  31. Rules of Conduct- Supervisors • Privately and professionally explain the CDTA Rules of Conduct and Suspension of Service policy to the customer. • Do NOT take pictures. • Explain and issue the Notice of Suspension of Service -Yellow Copy Only. • Immediately submit the original Notice of Service of Suspension and a detailed report of interview must be submitted on a TD20 to your Division Superintendent and the Director of Risk Management.

  32. Rules of Conduct-Supervisors • The Director of Risk Management will communicate suspensions to Operators, Supervisors and other staff and track suspension history of any individual via data base • Appeals from suspension will be decided by management. • Violation of suspension is a criminal offense - Trespassing

  33. Conduct Complaints Serious Allegations vs. Employees Requires Immediate Follow-Up Discussion of Examples

  34. Taking Witness Statements Generally part of investigating: • Accidents • Security Incidents • Complaints –External and Internal

  35. TAKING STATEMENTS Be Professional Arrange for Meeting in Advance Pick a Neutral Site Wear Uniform/Display ID Print or Type Statement State Only Information Given Ask Questions to Clarify Have Person, Witness, You Sign Keep Confidential

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