NYC Transit Station Agent cheat sheet

Platform edge zone: the area within roughly 2 feet (0.6 m) of the platform edge; agents keep customers behind the yellow tactile warning strip until a train is fully stopped and doors are open.

Train arrival sequence: announce arrival, observe train berthing, confirm doors align with platform, then permit boarding; held trains require a PA announcement stating the reason and expected delay.

Station closing/opening duties include unlocking and securing gates, checking lighting, escalator and elevator status, PA and CCTV function, and reporting defects through the maintenance/work-order system.

Escalator and elevator outages must be reported immediately and communicated to customers; an out-of-service elevator triggers an ADA alternate-route notification to the control center.

Crowding control: when platform occupancy approaches capacity, agents request train dispatching adjustments, slow entry at turnstiles, and route customers to less crowded cars.

Objects on tracks are never retrieved by station personnel; the agent de-energizes nothing personally but immediately notifies the control center/rail control to stop or hold trains.

Station log entries record time, location, description, persons involved, and action taken; the log is the primary record for incident follow-up and claims.

Lost-and-found items are logged with date, time, location, and description; valuables and suspected hazardous items follow separate handling and notification procedures.

PA announcement structure: identify the station or train, state the condition (delay, reroute, elevator outage), give the alternative, and repeat once for clarity.

Service change announcements must state what is affected, why (if known), the alternate route, and the expected duration; avoid speculation about causes or timelines.

When a customer reports a problem, acknowledge, clarify the specific issue, state what action will be taken, and give a realistic timeframe.

Language access: translated materials, interpretation lines, and multilingual signage are used when a customer does not communicate effectively in English.

Complaint handling: record the complaint verbatim in the customer feedback system and provide a reference number rather than promising a specific outcome.

Do not disclose operational security details, employee personal information, or internal incident data to the public; refer media inquiries to the press office.

Courtesy over PA: keep announcements brief, use plain language, and avoid jargon such as 'signal trouble' unless paired with the practical effect on the customer.

Fare evasion response: observe, document, and request police or enforcement assistance; station agents do not physically detain or pursue a fare evader.

OMNY is the contactless fare system: riders tap a contactless bank card or phone at the OMNY reader; MetroCard remains accepted at readers equipped for it during transition.

Reduced-fare MetroCard eligibility is verified through the application process; agents do not approve eligibility on the spot and refer applicants to the official channel.

Revenue handling follows dual-control principles: cash removed from fare equipment is counted and documented with two employees present and a signed receipt.

Fare equipment faults (jammed turnstile, unreadable OMNY reader, empty MetroCard vendor) are reported immediately and logged with the equipment ID and time.

MetroCard vending machine issues: agents do not issue refunds from station cash; refund requests are directed to the customer claims process with a receipt.

Cash and fare media are secured in a locked area; keys and combinations are signed out and never shared or written down.

Follow the chain of command: station supervisor, then control center, then duty officer; escalate immediately for safety, security, or service-affecting events.

Rule violations by employees are documented factually and reported through the supervisory chain; agents do not investigate or discipline peers.

Uniform and identification standards apply while on duty; visible ID is required when interacting with the public in an official capacity.

Prohibited acts in the system (smoking, unauthorized vending, fare evasion, disorderly conduct) are addressed by requesting enforcement, not by physical intervention.

SOPs govern specific tasks such as opening/closing, evacuation, and equipment lockout; the current SOP revision supersedes prior versions and must be confirmed before acting.

Confidential information, including incident reports and customer data, is shared only on a need-to-know basis with authorized personnel.

Time and attendance, overtime, and leave requests follow the contractual procedure through the supervisor and the timekeeping system.

Life-safety priority order: protect life, then prevent injury, then protect property, then restore service.

Person on tracks or struck by train: immediately request rail control to stop/hold trains, call for medical and police response, and do not enter the track area unless trained and authorized.

Fire or smoke: activate the alarm, evacuate via designated exits, avoid elevators, and direct customers away from smoke; meet responding units at the designated entrance.

Evacuation of a stalled train between stations is directed by the control center and trained personnel; station agents support platform-side evacuation only when instructed.

Suspicious package: do not touch or use radios near the item, establish a perimeter, notify the control center and police, and follow bomb-threat procedures.

Medical emergency: call for EMS, provide the location and nature of the emergency, keep the area clear, and use an AED only if trained and directed.

After an incident, complete the incident report with times, witnesses, actions taken, and equipment involved, and preserve the scene until released.

Service animals must be permitted in stations and on trains; agents may not require documentation for a service animal.

Elevator outage at an accessible station requires immediate notification and an alternate accessible route with shuttle or bus bridge information.

Priority seating and wheelchair spaces are for customers with disabilities; agents may request, not compel, other riders to vacate.

Accessible paths of travel must be kept clear: no equipment, signage, or barricades blocking ramps, tactile strips, or elevator approaches.

Assist customers with disabilities by asking before helping, following their instructions, and offering assistance rather than assuming need.

Hearing and vision accommodations include visual announcements, tactile warning strips, and staff assistance with boarding and wayfinding.

ADA complaints are documented and routed to the accessibility office; agents do not determine whether a violation occurred.

Incident report elements: date, time, location, persons involved, description of what happened, action taken, and reporting employee signature.

Write in objective, factual language; distinguish observed facts from statements made by others by attributing them ('customer stated...').

Use the 24-hour clock and precise locations (station, platform, track direction, car number) to avoid ambiguity.

Correct errors with a single line-through and initials; do not erase, use correction fluid, or overwrite entries in official logs.

Read SOPs and bulletins for the controlling instruction (must, shall, may) and the effective date before applying them.

Work orders must include equipment ID, fault description, time reported, and reporter name so maintenance can trace the issue.

De-escalation sequence: stay calm, lower voice, create distance, acknowledge the person's concern, offer a concrete option, and involve enforcement if safety is threatened.

Never escalate physically; if a customer becomes threatening, withdraw to a safe location, call for police, and document the event.

Active listening: paraphrase the concern back to confirm understanding before proposing a solution.

When two customers dispute, separate them, hear each side briefly, and apply the rule consistently rather than taking sides.

Cultural awareness: vary communication style, avoid assumptions based on appearance or language, and use interpretation resources when needed.

Set boundaries clearly and politely; state what you can and cannot do, and refer to the appropriate channel for what you cannot resolve.