New policy statement from our management

Customer Service is a Priority at TriMet
TriMet provides a critical service in a diverse operating environment. Every day you interact with people from diverse backgrounds. This includes riders with limited English proficiency, the elderly, persons with disabilities and youth. Some customers will require additional time, effort, assistance and patience. TriMet expects operators to be polite and courteous to all customers and to respond to questions and challenging situations in a polite, respectful way.

The TriMet Code, as well as state and federal law, governs customer conduct. Please contact the Operations Command Center (Dispatch/Control) if you have any questions or need support in responding to customer conduct issues. Also, although operators may inform customers when they violate TriMet code, and in some cases may ask a person to exit a vehicle, they may not physically remove the person or verbally or physically intimidate them at any time. Finally, as a reminder in light of recent events, excessive or unnecessary noise, including boisterous and unreasonably loud conduct, is only a violation of TriMet Code when “the intent (is) to cause inconvenience, annoyance or alarm”. Crying babies would not be in violation of this rule.
In all situations, TriMet requires you to use your best judgment, your communication and customer relations skills to provide your customers and the community at large with transit service that exemplifies the highest levels of professionalism. Immediately contact the Operations Command Center (Dispatch/Control) if there is a situation on your vehicle or on district property that requires an emergency response or if a situation is creating a safety concern.
If you any have questions, please see your trainer or transportation manager.