Commuter Ops

ITEM 106: PROBLEM PASSENGERS Under no circumstances are trainmen permitted to eject passengers from the train. Metra’s potential liability in these instances far outweighs the need to eject the passenger. This is especially important in cases involving juveniles at unmanned stations in relatively high crime areas. This will also include passengers going around crossing gates, or walking in front or behind equipment at a station stop. In addition, trainmen must not prevent passengers from boarding the train (unless their behaviors falls within the guidelines of the offenses listed). Warning passengers (especially juveniles) that they have the option to leave the train or be arrested is prohibited. Passengers who commit wrong doing and board a train will be addressed professionally. If behavior becomes an issue contact Metra Police at 322-2800. The crew must provide the “Conductor’s Statement” and inform the on duty Transportation Officer of the situation. Passengers may only be removed from the train when they are placed in the custody of police or another responsible authority. Trainmen must not use force in handling problem passengers except to protect themselves or other passengers. However, if it becomes necessary for an employee to utilize physical force for their protection, or for the protection of the passengers or for the problem passenger, such use of physical force shall be the minimum required to control the person. In the event an altercation occurs, trainmen must secure the names and phone numbers of all witnesses. Passengers who refuse to purchase and/ or display a valid ticket, disruptive, or using threatening, obscene or profane language or whose conduct may endanger their own safety or the safety of other passengers requires train crew intervention. The following steps must be complied with before requesting the assistance of the Metra Police. • The trainmen must attempt to resolve the disturbance or dispute in an orderly manner and if necessary request the passenger to talk to you privately in the vestibule. In all cases when a dispute or conflict arises, reason, good judgement and discretion must be exercised. Many times the use of tact and diplomacy will prevent minor issues from becoming serious conflicts. • If the trainman who is involved with the disturbance/dispute is not the Conductor and the situation cannot be resolved, the conductor will be immediately called to the location and will attempt to resolve the situation. • If the disturbance/dispute still has not been resolved and the commuter has committed an offense (see list below) the trainman will immediately disengage from attempting to resolve the situation and request the assistance of Metra Police. All efforts should be made to maintain composure and not use suggestive language that will cause the situation to get out of control. • When trainmen have exhausted all other means possible to resolve the situation and the Metra Police are contacted, they will request the offender be arrested. They will complete a Police Incident Report form and they will not request the police take any other action than an arrest. • Trainmen will be required to sign a “Conductor Statement” form if a passenger is arrested. Trainmen signing a “Conductor Statement” form will be required to appear in court as a witness. • Once an officer has arrived please note that the decision to make an arrest is to the discretion of the officer. OFFENSES • Disorderly Conduct – Commuter(s) act(s) in such an unreasonable manner as to alarm or disturb others. • Theft of Service – Commuter(s) refuse to pay fares for train ride or provides a counterfeit ticket, and or rides beyond their zone without paying. • Other offenses that may be included are assault, battery, pulling the emergency handle, credible reports of serious offenses witnessed by passengers, and other actions or behaviors which may imperil the safety of passengers, crew or train not included in the above. • In the event a trainman is unable to contact Metra police or the police of a specific municipality the trainman will be authorized to contact their districts dispatcher. • Trainmen are prohibited from pursuing or restraining passengers at station platforms or other locations once there is no longer a threat to employees and other passengers. When incidents happen on-board the train(s) or at stations and an outside security personnel are handling the situation, Metra Police must be notified by the train crew and fully advised as to what took place and how it was resolved. The following steps must be complied with before requesting the assistance of the Metra Police. • The trainmen must attempt to resolve the disturbance or dispute in an orderly manner and if necessary request the passenger to talk to you privately in the vestibule. In all cases when a dispute or conflict arises, reason, good judgement and discretion must be exercised. Many times the use of tact and diplomacy will prevent minor issues from becoming serious conflicts. • If the trainman who is involved with the disturbance/dispute is not the Conductor and the situation cannot be resolved, the conductor will be immediately called to the location and will attempt to resolve the situation. • If the disturbance/dispute still has not been resolved and the commuter has committed an offense (see list below) the trainman will immediately disengage from attempting to resolve the situation and request the assistance of Metra Police. All efforts should be made to maintain composure and not use suggestive language that will cause the situation to get out of control. • When trainmen have exhausted all other means possible to resolve the situation and the Metra Police are contacted, they will request the offender be arrested. They will complete a Police Incident Report form and they will not request the police take any other action than an arrest. • Trainmen will be required to sign a “Conductor Statement” form if a passenger is arrested. Trainmen signing a “Conductor Statement” form will be required to appear in court as a witness. • Once an officer has arrived please note that the decision to make an arrest is to the discretion of the officer. OFFENSES • Disorderly Conduct – Commuter(s) act(s) in such an unreasonable manner as to alarm or disturb others. • Theft of Service – Commuter(s) refuse to pay fares for train ride or provides a counterfeit ticket, and or rides beyond their zone without paying. • Other offenses that may be included are assault, battery, pulling the emergency handle, credible reports of serious offenses witnessed by passengers, and other actions or behaviors which may imperil the safety of passengers, crew or train not included in the above. • In the event a trainman is unable to contact Metra police or the police of a specific municipality the trainman will be authorized to contact their districts dispatcher. • Trainmen are prohibited from pursuing or restraining passengers at station platforms or other locations once there is no longer a threat to employees and other passengers. When incidents happen on-board the train(s) or at stations and an outside security personnel are handling the situation, Metra Police must be notified by the train crew and fully advised as to what took place and how it was resolved.

ITEM 304: ONBOARD REVENUE COLLECTION

IF A PASSENGER REFUSES TO PAY:

The passenger should be handled in accordance with the provisions specified under Problem

Passengers Item 106 of the Manual of Regulations (MRI). In all cases when a dispute or conflict

arises, reason, good judgment and discretion must be exercised.