The National Academies

Transit IDEA J-04/IDEA 11 [Completed (IDEA)]

Customers, Conflicts, and You: A Transit Operator's Guide to Problem Solving
[ TCRP J-04 (Innovations Deserving Exploratory Analysis--The Transit IDEA Program) ]

  Project Data
Staff Responsibility: Harvey Berlin

This project developed an interactive multi-media CD-ROM training program, to improve transit bus drivers’ ability to handle incidents of violence and aggression and potential problem situations.
This training program was developed by the San Francisco Municipal Railway (MUNI) in cooperation with six other transit agencies, in Transit IDEA Project 11, and was tested by those transit agencies, in cooperation with the National Transit Institute (NTI).
Critical data on bus operator demographics, incidents, and existing training programs was collected from the seven participating transit agencies. Focus groups at each agency collected qualitative data on positive solutions to violent and potentially violent situations. An analysis of these data was provided to an expert panel work group that included 10 experts from transit, law enforcement, mental health, and public health agencies. Feedback from this expert panel suggested control techniques that can be used by the transit operator. These recommendations formed the foundation of the program that was developed and used in the interactive training program. The CD-ROM format includes video of bus drivers, computer-generated art, animation, music, narration, voice recordings, and stills, edited and digitized for use on a personal computer.
The training program has been distributed by the National Transit Institute (NTI) of Rutgers University. This interactive multimedia training program, called Customers, Conflicts, and You: A Transit Operator’s Guide to Problem Solving, has been obtained by more than 200 transit agencies. The training program that was developed in this project includes the interactive CD-ROM, a video, and an accompanying instructor guidebook, for a day-long training session for bus drivers.

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