The Société de transport de Montréal (STM) has launched a dedicated text line for transit users to report security concerns within the Metro network, aiming to enhance passenger safety and conflict resolution.
This initiative, officially announced on Monday, features the text line number 1-888-786-1119, which is designed to empower Metro riders with a greater sense of security by enabling discreet communication about incidents that may compromise their safety.
Marie-Claude Léonard, the director-general of the STM, emphasized the importance of providing clients with an efficient way to report incivilities or troubling situations that can impact their comfort while traveling on the network. “Our clients want to more easily and more discreetly flag incivilities or situations that can make people feel unsafe in our network,” she stated in her announcement.
The introduction of this text messaging system will also enhance the capabilities of STM’s security teams, enabling them to gather more detailed information regarding potential threats. This proactive approach will allow for quicker interventions aimed at de-escalating incidents that could disrupt or negatively impact users’ experiences while using public transport.
In response to a notable increase in complaints from riders expressing feelings of insecurity on the Metro, the agency has already undertaken measures to increase security presence in and around various Metro stations. Additionally, Montreal police have heightened their visibility, deploying more officers to provide additional support and reassurance to transit users.
Messages sent through the text line are directed to the STM’s centralized operations room, where dispatchers will assess the reported issues and allocate appropriate resources to address them. This may include the STM’s security ambassadors, the mobile social intervention team known as ÉMMIS, special constables, local police, or even maintenance staff when necessary.
A similar text line has proven effective in Toronto, which the STM referenced as a model for their initiative.
For those who may prefer alternative communication methods, transit users can also utilize the red telephones located within the stations to connect with the control room, engage with the intercom system on Metro trains to reach the train operator, or seek assistance from staff located inside the stations. In emergencies, users are advised to call 911 immediately for rapid support.
**Interview with Marie-Claude Léonard, Director-General of the STM**
**Editor:** Thank you for joining us today, Marie-Claude. The STM has recently launched a dedicated text line for reporting security concerns. Can you tell us what inspired this initiative?
**Marie-Claude Léonard:** Thank you for having me. This initiative is a direct response to our customers’ desire for a more effective and discreet way to communicate their concerns while using the Metro. Over the years, we’ve received feedback indicating that passengers wanted a method to report incivilities or troubling situations without feeling exposed or vulnerable. By introducing this text line, we aim to empower our riders and enhance their overall sense of safety.
**Editor:** How does the text line work, and what should riders expect when they use it?
**Marie-Claude Léonard:** The text line number is 1-888-786-1119, and it’s straightforward to use. Riders can send a text message detailing their concerns or the nature of the incident they’ve witnessed. Our team is trained to respond quickly and efficiently, ensuring that appropriate action can be taken, whether it’s sending security personnel to the location or resolving the issue in another way. We want to ensure our passengers feel supported and heard.
**Editor:** What steps is the STM taking to guarantee that the information reported through this text line remains confidential?
**Marie-Claude Léonard:** Confidentiality is a top priority for us. When someone sends a text message, the system is designed to maintain anonymity. This allows passengers to feel safe when reporting issues without the fear of being identified. We are committed to creating an environment where individuals can report problems without additional stress.
**Editor:** Lastly, what broader impact do you hope this initiative will have on the Metro experience?
**Marie-Claude Léonard:** Our ultimate goal is to foster a safer and more comfortable environment for all Metro users. By encouraging open communication and facilitating quicker responses to issues, we hope to reduce incidents of incivility and improve the overall atmosphere of our transit system. We believe that when passengers feel safe, they can enjoy their travel experience without anxiety.
**Editor:** Thank you, Marie-Claude. This initiative sounds like a significant step forward in enhancing passenger safety on the STM network. We appreciate your insights today.
**Marie-Claude Léonard:** Thank you for the opportunity to share this important initiative. Together, we can make the Metro a safer place for everyone.
