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BIRCHMOUNT DIVISION Is one of the TTC’s seven currently operating bus divisions. It was built and opened on June 1, 1956 and is the oldest active garage the TTC has. During peak periods approximately 165 buses from the garage are in revenue service. This Welcome Package is designed as a guide only. Please refer to swing racks in the division for most recent information. 1 Welcome Safety, Service, Courtesy Our family here at Birchmount Division includes Management, Route Supervisors, Divisional Clerical, Operating Personnel, Recreation Committee, United Way Team, Joint Health and Safety, and Union Representatives wish to extend a warm heartfelt greeting from all of us at Birchmount. Our main focus is to build a safety culture that’s based on an attitude of care, trust, and support for every member of our team. At the Toronto Transit Commission, we often refer to our workplace as a second home, our co-workers as a second family. Our first priority, of course, is our first home where we start the day with our loved ones. We have thus branded the safety culture transformation – WORK SAFE – HOME SAFE. We also expect you to take CARE out there, CARE stands for CONTROLLING ACCIDENTS BY REDUCING EXPOSURE. CARE is the new approach where workers are empowered with the skill to identify risk in the workplace and then problem-solve it out of the workplace. Our goals are to work safety at all times, minimize traffic accidents and employee injuries, operate our buses on schedule (conditions permitting), maintain good customer relations, and minimize employee absenteeism. We are available at any time to discuss with you any concerns, ideas, or suggestions that you may have. Again, welcome to the Birchmount Team. 2 ROUTE MANAGEMENT – It’s everyone’s responsibility If you see something on route that will affect our ability to provide a reliable service to our Customers please report it to your Supervisor immediately. If you have a suggestion for how to improve our service on a particular route, please speak to our Route management Team. This includes areas where you find that you consistently have too much or insufficient running time. Our Customers expect service on time. There are many valid reasons to be behind schedule, but only one good reason to be ahead of schedule: when authorized by your Supervisor. If you find yourself ahead of schedule, please make the necessary adjustments. If you are experiencing a delay, or foresee experiencing a delay, please advise your Supervisor regarding the cause of the delay. Remember, your Supervisor is unable to see what is occurring on the route, however, they are ultimately responsible for the performance of the route. Think of yourself as the eyes and ears of the route and ensure you stay in communication with your Supervisor. Customer Service – It’s not a big thing. It’s a million little things. 3 Helpful Phone Numbers Manager ----------------------------------------------------------------------------------------------- 416-393-3420 Assistant Manager (AM) --------------------------------------------------------------------------- 416-393-3418 Assistant Manager (PM) --------------------------------------------------------------------------- 416-393-3210 Slip Clerk ---------------------------------------------------------------------------------------------- 416-393-7951 Steno --------------------------------------------------------------------------------------------------- 416-393-3424 Day General / Sign-Up ----------------------------------------------------------------------------- 416-393-3423 Divisional Clerks ------------------------------------------------------------------------------------- 416-393-3421 Route Supervisors (C.I.S.) ------------------------------------------------------------------------ 416-393-6671 Shop Stewart (Union) ---------- Greg Taggart ------------------------------------------------- 905-442-1953 Board Member (Union) ----------Carmen Lint ------------------------------------------------- 416-938-1047 Union Office ---------- Amalgamated Transit Union – 113 --------------------------------- 416-393-4385 416-393-4396 Occupation Training Centre (O.T.C.) ----- Renewing your driver’s license ----------- 416-393-3072 Transit Control ---------- Non-Emergencies --------------------------------------------------- 416-393-3444 Transit Control ----------EMERGENCIES ONLY -------------------------------------------- 416-393-3555 Note: Operators are asked not to give these phone numbers to customers. Use Customer Service at 416-393-3030 4 Security Procedures for Surface Operators Role of Surface Operators as TTC Safety Partner The TTC recognizes the need to provide a safe secure transit environment for its employees and customers. To reduce the risk of personal injury, physical involvement with matters involving threatening or violent behaviour is strongly discouraged. As TTC Safety Partners, Surface Operators are expected to initiate TTC response and/or emergency assistance via Transit Control/C.I.S. when confronted with: 1. Persons in need of assistance or protection; 2. Safety hazards; 3. Threatening/criminal behaviour. Operators are expected to resolve TTC By-Law No. 1 offenses, if it is safe to do so. Operators should request direction from Transit Control/C.I.S. when assistance is required. Proper response to TTC By-Law No. 1 Infractions 1. If it is safe to do so, advise the offender that the TTC prohibits the activity they are involved in. 2. Request that they comply with the By-Law. 3. Direct their attention to the posted Public Notice (This will deflect attention away from you and back to the TTC). If the offender refuses to comply or if they become uncooperative; 4. Notify Transit Control/C.I.S. of the problem (Yellow Alarm, 3444 PAX, or 393-3444 Bell) providing: a. Exact location of problem (give run number, location and direction of travel); b. Nature and extent of problem; c. Employee number and vehicle number, when requested. 5. Assess the situation to determine appropriate response action in conjunction with Transit Control/C.I.S. 6. If unable to notify Transit Control/C.I.S. and your safety is at risk (e.g. you have been assaulted), activate the appropriate alarm and follow appropriate security procedures. 7. Assist TTC and Emergency personnel as required. 8. Submit an Occurrence report upon completion of duties. 5 Security Procedures for Surface Operators…cont. Proper response to security incident, threatening/criminal behaviour, persons or property in need of protection Upon discovery or being notified of a security incident, threatening or criminal behaviour, or persons or property in need of protection the Operator shall: 1. Notify Transit Control/C.I.S. (Yellow Alarm) of the emergency situation providing; a. Exact location of problem (give run number, location and direction of travel); b. Nature and extent of emergency; c. Assessment of injuries, property damage; d. All significant changes occurring at the scene; e. Employee number and vehicle number, when requested. Note: Pull over to the curbside and open all doors. 2. Assess the situation to determine appropriate emergency response action in conjunction with Transit Control/C.I.S. and/or the TTC Emergency Response Commander. 3. Do not approach the offender. 4. Assist TTC and Emergency personnel as required. 5. If possible, secure the names of any witnesses both on the vehicle and on the street. 6. If injuries are involved do not move the vehicle until cleared by a Police Officer. 7. Submit an Occurrence report upon completion of duties. Proper technique to wake a sleeping customer In response to a sleeping customer en-route or at the end of a route: 1. Stand in a location so that you are: a. Within sightlines of the customer, and; b. A safe distance away from the sleeping customer (at least 4 feet). 2. Wake the customer by using a loud, clear, non-threatening tone of voice; 3. If the vehicle is going ‘Out of Service’ advise the customer that they must leave the vehicle. Sample: “Excuse me Sir/Madam. This vehicle is out of service. You have to leave the vehicle.” 4. If the customer does not wake up, clap your hands while repeating your statement. 6 Security Procedures for Surface Operators…cont. Proper technique to wake a sleeping customer 5. Do Not touch the customer. 6. If the customer fails to wake up, request assistance from the Route Supervisor, if on scene. If necessary, call Transit Control/C.I.S. (Yellow Alarm) and follow their instructions. Proper response to personal life threatening situation If confronted with a personal life threatening situation resulting from crime (robbery, hostage situation, etc.) the Operator shall: 1. Remain calm and satisfy the culprit’s demands. 2. Do not say or do anything to provoke a physical altercation. 3. When it is safe to do so, activate ‘Silent Red Alarm’ and notify Transit Control/C.I.S. of the emergency situation and maintain an open line providing: a. Exact location of problem (give run number, location and direction of travel); b. Nature and extent of emergency; c. Assessment of injuries, property damage; d. All significant changes occurring at the scene; e. Employee number and vehicle number, when requested. 4. If possible, note and advise Transit Control/C.I.S. of offender description(s), escape route, witness information, etc. 5. Do not approach the offender. 6. If possible, encourage witnesses to remain on scene. 7. Protect the crime scene. Avoid touching or disturbing areas contacted by the culprit. 8. Submit an Occurrence report upon completion
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