New Public Transit Inspectors RAIL SAFETY AND SECURITY EXCELLENCE AWARDS PROGRAM 2013 EDITION RAIL SAFETY AWARDS CATEGORY

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1 Apta RAIL SAFETY AND SECURITY EXCELLENCE AWARDS PROGRAM 2013 EDITION RAIL SAFETY AWARDS CATEGORY 15th March 2013 New Public Transit Inspectors A First-Line Service For The AMT

2 NEW PUBLIC TRANSIT INSPECTORS A FIRST-LINE SERVICE FOR THE AMT The AMT is proud to present its public transit inspector training program in the Rail Safety Awards category of the 2013 edition of the APTA Rail Safety and Security Excellence Awards. AGENCE MÉTROPOLITAINE DE TRANSPORT The Agence métropolitaine de transport (AMT) is a government agency with a metropolitan vocation whose mission is to expand and plan public transit services in order to improve commuting efficiency in the Greater Montreal Area. The AMT currently operates 5 commuter train lines, 51 stations, 1 metropolitan express bus line, 61 park-and-ride lots, 16 metropolitan terminals and nearly 90 km of reserved lanes. Annual commuter train ridership is over 17.5 million trips, ranking the Montreal region sixth in North America.

3 BACKGROUND Over the last 15 years, the AMT has awarded guarding and surveillance contracts to security firms who provide inspectors that take on various responsibilities. These include the verification of transit passes, general prevention, facility patrols, support to internal and external services, the application of AMT laws and regulations, etc. The adoption of the Private Security Act by the Quebec government and the creation of the Bureau de la sécurité privée (Private Security Office) by the Canadian government have provided a better framework for security activities in the surveillance sector. The Act helped establish the level of competence required to work as a safety officer and the AMT used it to clearly establish the necessary requirements to serve as a public transit inspector. The result is the recruitment of candidates without having to hire contractual employees, which often causes a high staff turnover rate. For instance, in the last 5 years, 50 inspectors and/or dispatchers terminated their employment contracts with the AMT. Given that training each inspector represented an annual investment of over $4,500, this turnover rate represented a $225,000 loss (training costs and salaries). Since 2011, the École nationale de Police du Québec (ENPQ) or Quebec National Police Academy and the AMT have developed a new custom-made program for the training and official recognition of the status of public transit inspectors. This new recognition widens the competence gap between police academytrained inspectors and those from private security agencies previously hired by the AMT. For all these reasons, the AMT, in collaboration with the ENPQ, decided to create a public transit inspector training program specific to its values. The Safety unit is composed of seventy employees including fifty public transit inspectors whose job is to ensure the safety of AMT users, staff and goods. In addition to advocating a customer approach, the unit supports operations in the framework of its daily activities. Its mandate is to apply regulations concerning standards of behaviour and transit passes on the commuter rail network within the meaning of the Act respecting the Agence métropolitaine de transport. The inspectors who work for the Safety unit are the AMT s official first responders in the event of emergency interventions. Their role is to support emergency services, in terms of both internal communications and operations. In emergency situations, the unit coordinates the emergency measures plan as well as the safety plan. RAIL SAFETY AND SECURITY EXCELLENCE AWARDS PROGRAM 2013 EDITION RAIL SAFETY AWARDS CATEGORY 1

4 The AMT created the public transit inspector training program in collaboration with the ENPQ. The objective was to professionalize the profession of public transit inspector, a first in Canada s railway sector. The training program customized to the AMT s values includes 10 weeks of training at the ENPQ and several days of training at the AMT s head office. Project Description By creating the public transit inspector training program, the AMT aims to achieve a number of objectives: Meet the AMT s specific and growing needs in terms of public transit safety; Recruit qualified public transit inspectors: o Improve staff retention; o Improve the conditions for this type of employee; o Improve training. Take advantage of the training program s benefits (ENPQ) and the recognition of the status of inspectors in the public transit sector; Move closer to the standards of our partner, the STM. The role of public transit inspectors is defined by 4 key competencies: Carry out proactive patrols; Offer quality customer service; Take part in safety and monitoring activities; Respond in the event of emergency situations. RAIL SAFETY AND SECURITY EXCELLENCE AWARDS PROGRAM 2013 EDITION RAIL SAFETY AWARDS CATEGORY 2

5 Every day is different for public transit inspectors. Among other things, their training enables them to: Visit schools to offer railway training and education to young people; Verify transit passes on train cars; Ensure a strong presence in the community; Act as AMT spokesmen with customers; Help customers in their transactions with automated fare dispensers; Offer first aid as first responders; Make on-board announcements (when required); Support the train crew in the event of emergencies. For more information, refer to Appendix 1 which describes the tasks of public transit inspectors. Efficiency The AMT s Human Resources department and Safety vice-presidency evaluated the advantages and disadvantages of contracting versus hiring inspectors. The analysis demonstrated that it costs the AMT more per inspector to contract out this employment category, due in large part to the administrative fees charged by private security agencies. The training and hiring of public transit inspectors offers several advantages: Better staff retention and increased sense of belonging to the organization; Better training as well as quality and consistency of work; Direct supervision by the Safety vice-presidency; Target best practices of public transit safety; Increased collaboration with partners and emergency services; Status recognition in the public transit field; Improved communication chain with the Operations and Monitoring Centre (OMC). Overall, evaluations show that hiring public transit inspectors has helped improve the AMT s employee retention rate. The turnover rate evaluated at 30% is expected to drop considerably. RAIL SAFETY AND SECURITY EXCELLENCE AWARDS PROGRAM 2013 EDITION RAIL SAFETY AWARDS CATEGORY 3

6 Innovative Training public transit inspectors has helped professionalize the profession. The AMT is the first railway industry player in Canada to have obtained this title. The role of public transit inspectors is unique. In addition to patrolling the AMT network, they are called upon to intervene with customers in the event of service disruptions. They are AMT ambassadors and the only people to wear the AMT colours at all times. In the event of delays or platform changes, they are present with customers and as such, they are the first to receive questions and, in some cases, complaints. They act as ambassadors of the organization. The training program has a customized formula. The courses are given in two locations: 60% at the ENPQ and the other 40% at the AMT s head office. The approach we chose is based on action, i.e. the future inspectors are put into potential situations and then, as a group, they discuss the methods to use and improvements to make. RAIL SAFETY AND SECURITY EXCELLENCE AWARDS PROGRAM 2013 EDITION RAIL SAFETY AWARDS CATEGORY 4

7 Recruitment The recruitment of public transit inspectors happened in two phases. In the first, inspectors from the private security agency were invited to apply. The recruitment process of the 25 inspectors was quasi-internal. The second phase was open to the general public and involved a public communication campaign launched via social networks (Facebook, Twitter and LinkedIn). This second phase helped recruit 25 new inspectors from the 897 applications received. The rest will be filled by experienced candidates. As such, in a few months, the AMT will have 60 new trained railway inspectors, a first in Canada. In addition, the Safety team visited police technology students to make them more aware of this new profession. Costs In order to hire these inspectors, the AMT staffing plan had to be modified. 30 inspector positions were added in 2012 and 30 in The training cost is $4,500 which must be paid by the candidates. The training costs are gradually reimbursed by the AMT over the years of service. In summary, the AMT experience could inspire other organizations, specifically those offering commuter rail services. This exercise has enabled the AMT to save costs, improve its staff retention rate, benefit from employees trained in compliance with its values and, above all, have public transit inspectors with a strong sense of belonging to the agency. RAIL SAFETY AND SECURITY EXCELLENCE AWARDS PROGRAM 2013 EDITION RAIL SAFETY AWARDS CATEGORY 5

8 APPENDIX 1 Job Description Offer quality customer service using the provided work tools (provide service information, master validation equipment and fare system, guide customers and raise awareness, etc.); Collaborate with and support internal and external partners to ensure service quality; Carry out monitoring activities by ensuring a presence and visibility on trains and AMT sites; Apply laws and rules. Check transit passes and, if necessary, issue warnings and/or tickets. Make arrests; Ensure the security of people, places and goods. Administer first aid as first responder; Respond during Safety activities and in emergency situations; Carry out proactive, efficient and safe patrol on foot, by car, alone and in twos. Education and Experience Secondary school diploma (SSD), Diploma of college studies (DCS) or Attestation of college studies (ACC) in a relevant field recognized by the employer; At least three (3) years of relevant experience in the security field or in a relevant field recognized by the employer; Any combination of training/experience deemed relevant will also be considered. Requirements Must have passed the training program of the École nationale de police du Québec (Quebec National Police Academy) specific to AMT requirements; Must be a Canadian citizen aged 18 and over, with no criminal records and in good physical and psychological condition; Must hold all the necessary permits and certifications to exercise their functions (possess a driver s license and have a good driving record); Cover letter and resume. Staffing Process Internal process for Garda inspectors and AMT employees; Applications must be received by May 3. Recruitment Process Steps Reception and analysis of job application; Pre-selection; Interview; Medical questionnaire; References and background investigation; French writing skills test; Feedback and hiring; Training fees; Salary and benefits. RAIL SAFETY AND SECURITY EXCELLENCE AWARDS PROGRAM 2013 EDITION RAIL SAFETY AWARDS CATEGORY 6

9 A G E N C E M É T R O P O L I T A I N E D E T R A N S P O R T 700, rue De La Gauchetière Ouest, 26 e étage, Montréal (Québec) H3B 5M2 Téléphone : Télécopieur : amt.qc.ca