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

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

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; mark.cousins@ttc.ca

Attachments Presentation will be distributed at the meeting.

Staff report for action on TFI Pilot Program 3

mailto:mark.cousins@ttc.ca

TRANSIT FARE INSPECTORS TTC Board September 2015

CURRENT ORGANIZATIONAL CHART

HEAD

FARE INSPECTION

SPECIAL CONSTABLES

TRAINING & ADMINISTRTION

SYSTEM SECURITY

9/24/2015 2

Peak Period Staff

llllll so

c

Loca11ons

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I 0

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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

39/24/2015

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

9/24/2015 4

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.

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.

59/24/2015

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).

-

69/24/2015

AGENDA

• Transit Fare Inspector Uniforms • Pilot Transit Fare Inspector model • Current and Future Proof of Payment Lines • Mental Health Training • Recruitment Efforts • HTA/Parking

79/24/2015

Edmonton Montreal

Vancouver

FARE INSPECTORS: CANADA

89/24/2015

San Francisco San Diego

FARE INSPECTORS: USA

9/24/2015

Phoenix

9

FARE INSPECTORS: EUROPE

Brussels London

9/24/2015 10

Sydney

FARE INSPECTORS: AUSTRALIA

11 9/24/2015

China

FARE INSPECTORS: ASIA

12 9/24/2015

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

13 9/24/2015

Mission

Transit Fare Inspectors provide exceptional customer service while focusing on education, fare policy compliance, and enforcement.

ORIGINAL DEPLOYMENT

9/24/2015 14

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

15

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

PILOT DEPLOYMENT TRAINING

Excluded From Original Deployment Training Curriculum

• Use of Force Theory and Legislation • Defensive Tools • Handcuffing

• Practical Skills • Defense Tools

17 9/24/2015

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

9/24/2015 18

PILOT DEPLOYMENT

Mission

Transit Fare Inspectors will provide exceptional customer service while focusing on education, fare policy compliance, and enforcement.

19 9/24/2015

PILOT DEPLOYMENT UNIFORM

9/24/2015 20

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

9/24/2015 21

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27 9/24/2015

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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

34 9/24/2015

PILOT PLAN BY LINES

• October 5, 2015 • Current Fare Inspectors

• Harbourfront and Spadina • Pilot Fare Inspectors

• Queen, King, and Lakeshore

9/24/2015 35

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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

37 9/24/2015

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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

39 9/24/2015

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

40 9/24/2015

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.

9/24/2015 41

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

42 9/24/2015

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%)

43 9/24/2015

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

44 9/24/2015

CONCLUSION

9/24/2015 45

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.

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).

9/24/2015 46

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