New safety ambassadors enhance security on Montréal metro network

Credit: Société de transport de Montréal

The Société de transport de Montréal (STM) has announced that it has introduced safety ambassadors across the metro network. Drawing inspiration from similar programmes in major North American cities like Los Angeles, San Francisco and Philadelphia, these ambassadors aim to provide tailored guidance, support and a reassuring presence for commuters during their trips.

Identifiable by their distinctive uniforms, these safety ambassadors now patrol the network in pairs, offering assistance, answering queries and ensuring passengers feel secure. Moreover, they are trained to identify and report potential safety concerns, thereby augmenting the effectiveness of existing security teams.

“The creation of a new team of safety ambassadors is a first in the history of the Montréal metro, and these new, dedicated resources will meet a very specific need for our customers,” said Éric Alan Caldwell, Chair of the STM Board of Directors. “We want to ensure that everyone can get the help they need to navigate the network better and feel safer.”

The initial group of six ambassadors has already commenced their duties, stationed strategically at turnstiles, platforms and aboard metro trains. Equipped with 80 hours of specialised training, they are prepared to handle various situations, ranging from safety issues to customer assistance during major events.

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These safety ambassadors complement a series of new security measures implemented by STM, including the addition of 16 special constables since December 2023. Furthermore, STM has expanded its Équipe Mobile de Médiation Sociale (EMMIS) team to address social coexistence issues within its facilities.

To streamline the reporting process, STM has outlined procedures for both emergency and non-emergency situations. Immediate emergencies can be reported via assistance stations, intercoms, or by alerting station agents, constables, or safety ambassadors. Non-emergency incidents, such as solicitation or loitering, can be reported online through the updated customer contact form, facilitating prompt intervention by security personnel.

“Customers are some of the eyes and ears of our security teams,” said Jocelyn Latulippe, Director of Security and Fire Safety at STM. “We need their input to respond quickly to these situations. These comments and reports allow us to tailor our security measures and improve the way we dispatch our constables and ambassadors on the network.”