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    1. Safety & Security

    WMATA 'working differently' to support customer safety and community service initiatives

    Sept. 23, 2022
    In the coming months, WMATA will hire several Crisis Intervention Specialists trained in mental health awareness and de-escalation methods.
    Related To: WMATA-Washington Metropolitan Area Transit Authority
    WMATA
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    The Washington Metropolitan Area Transit Authority (WMATA) says it is "Working Differently" and will  launch several public safety initiatives that will strengthen and support customer safety and community service for those who use our transit system.

    Metro Transit Police (MTPD) have strategically increased officer availability to be more visible throughout the Metrobus and Metrorail system to offer customers additional support. Officers are riding trains and buses in intervals throughout the day as part of the new safety patrol operation “HelpingHands.”

    “We’ve been listening to customers over the past two months, and it’s clear that a better, safer customer experience is paramount to rebuilding ridership and customer trust,” said WMATA General Manager and CEO Randy Clarke. “The steps we are taking are part of a larger framework that enhances the work MTPD is already implementing to improve Metro daily.”

    In the coming months, WMATA will hire several Crisis Intervention Specialists trained in mental health awareness and de-escalation methods. They’ll be paired with an MTPD officer or operating staff to respond to customers with mental health disorders, intellectual or developmental disabilities.

    Since the pandemic, MTPD says it has seen a 40 percent increase in people in need of mental health assistance. While officers are there to aid the public, they are not trained mental health experts. These new civilian roles will work with MTPD and operating staff to provide the appropriate crisis response and community resources.

    WMATA will also implement a new Customer Experience Liaison (CXL) outreach program to enhance staff visibility in stations and to make Metrobus and Metrorail an easy and seamless experience. CXL staff will wear easily identifiable uniforms and be in Metrorail stations and at Metrobus transit center throughout the system. Their support will be particularly valuable during special events and service disruptions.

    These initiatives expand on WMATA's larger efforts to meet and serve customers where they are.

    Earlier this year, WMATA launched a campaign to better educate the public on steps they could take to enhance personal safety while using transit. MTPD text-tip ads include QR codes on signage in stations, trains and buses featuring MTPD’s text-tip number, MyMTPD (696873). Customers can scan the QR code with their phone to automatically add MTPD’s number to their contact list.

    WMATA says it is also monitoring cameras across the system, with more than 8,000 cameras on buses, trains and in stations. The use of video monitors will also be expanded to show customers entering buses and rail station faregates in real-time.