New STAFF REPORT ACTION REQUIRED · 2020. 1. 5. · STAFF REPORT ACTION REQUIRED Transit Fare...
Transcript of New STAFF REPORT ACTION REQUIRED · 2020. 1. 5. · STAFF REPORT ACTION REQUIRED Transit Fare...
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STAFF REPORT ACTION REQUIRED
Transit Fare Inspection Pilot Program Progress Report
Date: September 28, 2015
To: TTC Board
From: Chief Executive Officer
Summary
At the February 25, 2015 TTC Board Meeting, the Board passed a number of motions
related to the operation of the Transit Enforcement Unit, as follows:.
i. Approve a modified uniform for Fare Inspectors that is more customer-friendly. ii. Support Mental Health Training for all Fare Inspectors.
iii. Continue to search for a third party that can undertake the oversight function for Fare Inspectors.
iv. Approve in principle a Pilot Project where one or two LRT or Streetcar lines are chosen where Fare Inspectors have no baton and no handcuffs; request staff to
report back on implementation strategy and third party evaluation process.
v. When recruiting Transit Fare Inspectors, TTC Staff reach out to diverse communities in Toronto through all available avenues such as advertising in
community newspapers, websites, job fairs, and community organizations in order
to recruit a breadth of women and men who are qualified and reflect the TTC
customers they will interact with on a daily basis.
vi. That staff report back to the Commission on powers for Enforcement Officers and Special Constables to issue tickets for parking by-law enforcement infractions and
other traffic by-law charges (i.e. blocking intersections on transit routes and
stops).
The staff presentation will provide an update on these motions.
Recommendations
It is recommended that the Board:
1. Receive the update on the Transit Fare Inspection Pilot Program progress report.
Staff report for action on TFI Pilot Program 1
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Implementation Points
The progress made on the above motions has been the result of a collaborative process by
many stakeholders. An implementation update for each motion is listed below:
i. Modified Uniform-approved and implemented - September 2015 ii. Mental Health Training-approved and implemented - September 2015
iii. Third Party Oversight-Consultant - searching for options iv. TFI Pilot Project-approved and implemented - September 2015 v. Recruiting-approved and implemented - February 2015
vi. Expanded powers-Business Case created - anticipated to be presented to TTC Board for
November 23, 2015
Financial Summary
This report has no financial impact beyond what has been approved in the current year’s
budget.
Accessibility/Equity Matters
As the Transit Fare Inspection program involves significant public contact and some
enforcement, equity becomes an important factor to consider. Mental Health issues will
certainly arise with some customers who may come into contact with Transit Fare
Inspectors and the importance of having all the skills necessary to ensure those customers
are treated with equality are crucial. We identified a gap in the Mental Health training
and the TTC Board concurred, which has lead to our efforts in the area and are reflected
in the presentation. The new Mental Health Training now includes five (5) days of
training. As the program evolves, equity issues that are identified will be resolved
through the same process; appropriate stakeholders consulted, best practices identified,
policy and procedural changes as necessary, and finally a resolution of the issue.
Issues Background
An overview of the Transit Enforcement Unit was provided to the Board in January of
2015. (Link to Presentation)
The Board requested the presentation be deferred to the February 25, 2015 meeting so
there could be time for discussion. At that meeting, the discussion lead to the six motions
noted above. Transit Enforcement Unit has been working to develop an action plan for
each of the motions.
Staff report for action on TFI Pilot Program 2
https://www.ttc.ca/About_the_TTC/Commission_reports_and_information/Commission_meetings/2015/January_21/Reports/Overview_of_the_Transit_Enforcement_Unit.pdf
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Most of the issues surrounding the motions were borne from the discussion of the new
Transit Fare Inspection program. As Proof of Payment and Presto continues to expand
across the TTC, the Transit Fare Inspection program will continue to expand with it. The
presentation provides an update on each of the motions and provides the Board with a
summary of the Transit Enforcement Unit’s efforts, decision making process, and a way
forward as the program continues to evolve.
Comments
Once the TTC Board approved the above motions, staff immediately began gathering
information regarding best practices, possible deployment models, successful Mental
Health training programs, uniform options, and Streetcar Proof of Payment line rollout
schedules.
The process is ongoing, and continues to evolve as stakeholders both internal and
external are consulted. Those stakeholders include, Internal TTC Departments such as
Streetcar, Human Resources, Customer Development, Stations, Bus Transportation and
Wheel Trans. External stakeholders include the Toronto Police Service, City
Ombudsman, other Transit Properties, Mental Health professionals, Toronto EMS, and
Consultants.
Contact Mark S. Cousins
Head-Transit Enforcement
Phone: 416-393-3055
Email; [email protected]
Attachments Presentation will be distributed at the meeting.
Staff report for action on TFI Pilot Program 3
mailto:[email protected]
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TRANSIT FARE INSPECTORS TTC Board September 2015
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CURRENT ORGANIZATIONAL CHART
HEAD
FARE INSPECTION
SPECIAL CONSTABLES
TRAINING & ADMINISTRTION
SYSTEM SECURITY
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Peak Period Staff
llllll so
c
Loca11ons
l/1 ~o
I 0
®
1J1
STATIONS MANAGEMENT
• Stations Management Model • Subway/Bus/Streetcar/Stations Supervisors with
Special Constables • Diversions/Platforms • Load Buses • Radar • Crash Gates • Secondary Entrances • Turnstiles • HiVE/SERF/SurfSup • By-Law Enforcement
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The Board at its meeting of February 25, 2015 received the information provided in the Overview of the Transit Enforcement Unit and adopted the following member motions:
The Toronto Transit Commission:
i. Approve a modified uniform for fare inspectors that is more customer-friendly.
BACKGROUND
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ii. Support mental health training for all fare inspectors. iii. Continue to search for a third party that can undertake
the oversight function for fare inspectors.
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BACKGROUND
iv. Approve in principle a pilot project where one or two LRT or streetcar lines are chosen where fare inspectors have no baton and no handcuffs; request staff to report back on an implementation strategy and third party evaluation process.
v. When recruiting Transit Fare Inspectors, TTC staff reach out to diverse communities in Toronto through all available avenues such as advertising in community newspapers, websites, job fairs, and community organizations in order to recruit a breadth of women and men who are qualified and reflect the TTC customers they will interact with on a daily basis.
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BACKGROUND
vi. That staff report back to the Commission on powers for Enforcement Officers and Special Constables to issue tickets for parking by-law enforcement infractions and other traffic bylaw charges (i.e. blocking intersections on transit routes and stops).
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AGENDA
• Transit Fare Inspector Uniforms • Pilot Transit Fare Inspector model • Current and Future Proof of Payment Lines • Mental Health Training • Recruitment Efforts • HTA/Parking
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Edmonton Montreal
Vancouver
FARE INSPECTORS: CANADA
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San Francisco San Diego
FARE INSPECTORS: USA
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Phoenix
9
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FARE INSPECTORS: EUROPE
Brussels London
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Sydney
FARE INSPECTORS: AUSTRALIA
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China
FARE INSPECTORS: ASIA
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ORIGINAL DEPLOYMENT
• There are 17 Transit Fare Inspectors deployed
• Uniform • Grey shirts, dark cargo pants with a
reflective stripe and reversible reflective jackets
• Defensive tools • Handcuffs and batons
• Personal Protective Equipment • Internal/External vests
• Training • 6 weeks in class training • 2 weeks field training • 32 Hours Mental Health training
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Mission
Transit Fare Inspectors provide exceptional customer service while focusing on education, fare policy compliance, and enforcement.
ORIGINAL DEPLOYMENT
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TRAINING CURRICULUM
• Introduction to law
Introduction to law
• Use of Force Theory and Legislation • De-Escalation, Defensive Tactics (Positioning etc) • Practical Skills (Defensive Tools) • Holistic, Judgment Based Simulations • Provincial Offences Act and Enforcement Options • Evidence, Property and Case Preparation • Introduction to Court Procedures • Suicide Intervention (Trillium Health Network) • Mental Health Training • Introduction to Criminal Offences
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TRAINING CURRICULUM
• 9/24/2015
• Customer Service Excellence • Roles and responsibilities of a Transit Fare Inspector • Standard First Aid and CPR • Accessibility For Ontarians With Disabilities Act • Working in a Diverse City • Fares and Fare Evasion • Subway Rulebook • Defensive Driving • TTC Policy and Procedures • TTC Bylaw #1 • Effective Report writing and Memobook Keeping
Effective Communication 16
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PILOT DEPLOYMENT TRAINING
Excluded From Original Deployment Training Curriculum
• Use of Force Theory and Legislation • Defensive Tools • Handcuffing
• Practical Skills • Defense Tools
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PILOT DEPLOYMENT
• 36 Transit Fare Inspectors • Uniform
• Customer friendly
• Defensive Tools • No defensive tools
• Personal Protective Equipment • External Vest
• Training • 3 weeks in class training • 2 weeks field training • 32 Hours Mental Health training
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PILOT DEPLOYMENT
Mission
Transit Fare Inspectors will provide exceptional customer service while focusing on education, fare policy compliance, and enforcement.
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PILOT DEPLOYMENT UNIFORM
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CURRENT POP LINES
• Current Proof of Payment Lines • July 1990- Queen Line • March 1995- Lakeshore Line • September 2014- Spadina Line • January 2015- King Line • March 2015- Harbourfront Line
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FUTURE POP LINES
• Projected Proof of Payment Lines December 14, 2015 • Dundas • Carlton • St. Clair • Bathurst • Kingston Road • Downtowner
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METHODOLOGY
• A line will not have both existing model and pilot model
• Key Performance Indicators
• Fare Evasion Rate • Number of Tickets Issued • Complaints • Compliments • Customer Service • Employee Assaults • Service Disruptions • Engagements
• Refine Key Performance Indicators as needed • Continue to look for Third Party Oversight
Options
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PILOT PLAN BY LINES
• October 5, 2015 • Current Fare Inspectors
• Harbourfront and Spadina • Pilot Fare Inspectors
• Queen, King, and Lakeshore
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To Downsview
1
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PILOT PLAN BY LINES
• December 14, 2015 • Current Fare Inspectors
• Queen, King, Lakeshore, Harbourfront, Kingston Road, Downtowner, and Spadina
• Pilot Fare Inspectors • Dundas, Carlton, St. Clair, and Bathurst
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,n
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MENTAL HEATLH TRAINING GOALS
• Ensure both the Medical Model and the Mental Health Survivor perspective are provided
• Collaborate with Subject Matter Experts and Stakeholders for a holistic approach
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i.
CONSULTED WITH
Dr. Merry Lin and Associates
ii. Centre For Addiction and Mental Health (CAMH)
iii. St. Michael’s Hospital Mental Health Programs
iv. St. Joseph’s Hospital Mental Health and Addiction Programs
v. Trillium Health Network
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CONSULTED WITH
• City Ombudsman Fiona Crean • Facilitated meetings with
• Chief Paul Raftis, Toronto Paramedic Services
• Olivia Nuamah, Inner-City Family Health Team
• Becky McFarlane, 519 Church St.
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MENTAL HEALTH TRAINING
• 5 days • Day 1-Understanding Mental Illness • Day 2-Crisis Intervention • Day 3-Self Care: Keeping a Healthy Mind • Day 4-Guest Speakers
• Alzheimer’s Society of Toronto • Working for Change • Inner City Family Health Team
• Day 5-Holistic Simulations
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RECRUITMENT EFFORTS
• Changed interview panel makeup to increase diversity of panel
• Worked with TTC Human Resources to ensure timely and accurate diversity information
• Current 36 recruits include 30 males, 6 females (16%), 23 visible minorities (64%)
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HTA/PARKING
• Met with TPS and they are supportive of discussing opportunities
• Created a Business Case for TTC Board Approval to forward to the Toronto Police Services Board
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CONCLUSION
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i. Approve a modified uniform for fare inspectors that is more customer-friendly.
ii. Support mental health training for all fare inspectors. iii. Continue to search for a third party that can undertake
the oversight function for fare inspectors. iv. Approve in principle a pilot project where one or two
LRT or streetcar lines are chosen where fare inspectors have no baton and no handcuffs; request staff to report back on an implementation strategy and third party evaluation process.
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CONCLUSION
v. When recruiting Transit Fare Inspectors, TTC staff reach out to diverse communities in Toronto through all available avenues such as advertising in community newspapers, websites, job fairs, and community organizations in order to recruit a breadth of women and men who are qualified and reflect the TTC customers they will interact with on a daily basis.
vi. That staff report back to the Commission on powers for Enforcement Officers and Special Constables to issue tickets for parking by-law enforcement infractions and other traffic by-law charges (i.e. blocking intersections on transit routes and stops).
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TFIPilotBoardReportTransit Fare Inspection Pilot Program Progress ReportTransit Fare InspectorsCurrent organizational chartStations managementBACKGROUNDBackground BackgroundAGENDAFARE INSPECTORS: CANADAFare Inspectors: USAfare inspectors: EUROPEFare Inspectors: AustraliaFare inspectors: AsiaORIGINAL DEPLOYMENTORIGINAL DEPLOYMENTTRAINING cURRICULUM�TRAINING cURRICULUMPILOT DEPLOYMENT trainingPILOT DEPLOYMENT PILOT DEPLOYMENT Pilot Deployment uniformCurrent POP LinesSlide Number 22Slide Number 23Slide Number 24Slide Number 25Slide Number 26Future POP LinesSlide Number 28Slide Number 29Slide Number 30Slide Number 31Slide Number 32Slide Number 33MethodologyPilot plan by linesSlide Number 36Pilot plan by linesSlide Number 38Mental heatlh training goalsConsulted withConsulted withMental Health trainingRecruitment EffortsHTA/ParkingConclusionConclusion