NYC Transit Station Agent flashcards
NYC Transit Station Agent · Build recall with a focused review session.
32 cards. Read the term and the definition here. The deck at the top of this page is optional.
- Platform edge zone
- The strip within roughly two feet of the platform edge. Agents keep customers behind the tactile warning strip until the train stops fully and doors open.
- Held train announcement
- When a train is held, the agent announces the reason and expected delay over the PA so customers can decide whether to wait or use an alternate route.
- Object on tracks
- Station personnel never retrieve items from the track area. The agent immediately notifies the control center to hold or stop trains and requests authorized removal.
- Station log entry
- A written record containing time, location, description, persons involved, and action taken. It is the primary source for incident follow-up and claims review.
- Elevator outage duty
- An out-of-service elevator at an accessible station must be reported at once and an alternate accessible route communicated to customers and the control center.
- PA announcement structure
- Identify the station or train, state the condition, give the alternative, and repeat once. Announcements avoid speculation about causes or recovery times.
- Complaint documentation
- Record the customer's complaint verbatim in the feedback system and give a reference number. Agents do not promise a specific outcome or compensation.
- Language access
- When a customer cannot communicate effectively in English, agents use translated materials, interpretation lines, or multilingual signage to provide service information.
- Media inquiry referral
- Station agents do not comment on incidents or operations to reporters. Media questions are referred to the press office, and security details are never disclosed.
- Fare evasion response
- Agents observe, document, and request police or enforcement help. They do not physically detain, block, or pursue a fare evader.
- OMNY tap
- OMNY is the contactless fare system. Riders tap a contactless bank card or phone on the OMNY reader to pay the fare at the turnstile.
- Reduced-fare eligibility
- Eligibility is determined through the official application process. Station agents do not approve reduced-fare status on the spot and refer applicants to that channel.
- Dual-control revenue count
- Cash removed from fare equipment is counted with two employees present and documented on a signed receipt to prevent loss and disputes.
- Fare equipment fault
- A jammed turnstile, unreadable OMNY reader, or empty vending machine is reported immediately and logged with the equipment ID and the time noticed.
- Chain of command
- Escalation runs from the station supervisor to the control center to the duty officer. Safety, security, and service-affecting events are escalated immediately.
- SOP revision control
- The current revision of a standard operating procedure supersedes earlier versions. Agents confirm the effective date before acting on any procedure.
- Prohibited acts response
- Smoking, unauthorized vending, disorderly conduct, and fare evasion are addressed by requesting enforcement. Agents do not physically intervene with customers.
- Confidentiality rule
- Incident reports, customer data, and internal operational information are shared only on a need-to-know basis with authorized personnel.
- Life-safety priority order
- Emergency actions follow a fixed order: protect life first, then prevent injury, then protect property, then restore service.
- Person on tracks
- Request rail control to stop or hold trains, call for medical and police response, and do not enter the track area unless trained and authorized.
- Suspicious package
- Do not touch the item or use radios near it. Establish a perimeter, notify the control center and police, and follow bomb-threat procedures.
- Incident report content
- The report records times, locations, witnesses, actions taken, equipment involved, and the reporting employee, and the scene is preserved until released.
- Service animal access
- Service animals are permitted in stations and on trains. Agents may not require documentation or ask about the person's disability to grant access.
- Accessible path of travel
- Ramps, tactile strips, elevator approaches, and accessible gates must stay clear. Equipment, signs, and barricades are never placed in these paths.
- Offering assistance
- Ask before helping a customer with a disability, follow the person's instructions, and offer assistance rather than assuming it is needed.
- ADA complaint routing
- Accessibility complaints are documented and sent to the accessibility office. Station agents do not decide whether an ADA violation occurred.
- Objective report language
- Reports state observed facts and attribute secondhand statements, for example 'customer stated,' so readers can tell fact from hearsay.
- Log correction method
- Errors in official logs are corrected with a single line-through and the writer's initials. Erasures, correction fluid, and overwriting are not permitted.
- Work order elements
- A work order includes the equipment ID, fault description, time reported, and reporter name so maintenance can trace and close the issue.
- De-escalation sequence
- Stay calm, lower your voice, create distance, acknowledge the concern, offer a concrete option, and involve enforcement if safety is threatened.
- Active listening
- Paraphrase the customer's concern back to confirm understanding before proposing a solution, which reduces frustration and prevents miscommunication.
- Customer dispute handling
- Separate the parties, hear each side briefly, and apply the rule consistently. Agents do not take sides or promise outcomes beyond their authority.