Practices to Protect Bus Operators from Passenger Assault

This report highlights practices and policies implemented by transit agencies to deter and mitigate assaults on bus operators.

The purpose of this synthesis was to document the state of the practice and report on the practices and policies implemented by transit agencies to deter and mitigate assaults on bus operators. The report incorporates workplace violence issues and up-to-date information on bus operator security measures and practices.

CONTENTS
SUMMARY
CHAPTER ONE INTRODUCTION
Background,
Project Objectives
Technical Approach to Project
Report Organization
CHAPTER TWO LITERATURE SUMMARY
Transit Security
Workplace Violence
Bus Operator Training and Selection
Video Surveillance
Self-Defense
Bus Operator Perspective
International Studies
CHAPTER THREE SURVEY RESULTS
Characteristics of Survey Respondents
Security Provider
Fare and Rules Enforcement
Standard Operating Procedures
Definition of “Assault”
Assault Characteristics
Training
Employee Assistance
Data Collection and Reporting
Methods to Address Operator Assaults
Bus Operator Selection Methods
Impact of Violence Against Operators
Effective Measures
CHAPTER FOUR OPERATOR PROTECTION MEASURES: TECHNOLOGY AND INFORMATION MANAGEMENT
Barriers
Information Management and Crime Analysis
Video Surveillance
Audio Surveillance
Automatic Vehicle Location System
Transit Operations Decision Support System
Emergency Communications
DNA Kits
CHAPTER FIVE OPERATOR PROTECTION MEASURES: PERSONNEL, POLICING, AND TRAINING
Bus Operator Selection
Policing
Self-Defense Tools
Self-Defense Training
Customer Service Training
Behavioral Assessment Training
CHAPTER SIX OPERATOR PROTECTION MEASURES: AGENCY POLICIES AND LEGISLATION
Suspension-of-Service Policy
Workplace Violence Policies
Fare Policy
Legislation Increasing Penalties for Operator Assaults
Employee Assistance
Passenger Outreach
School and Community Outreach
Other Policies
CHAPTER SEVEN CONCLUSIONS
Summary of Findings
Further Research
ACRONYMS AND ABBREVIATIONS
REFERENCES
BIBLIOGRAPHY
GLOSSARY
APPENDIX A SUPPLEMENTAL INFORMATION
APPENDIX B LIST OF SURVEY PARTICIPANTS
APPENDIX C SURVEY INSTRUMENT