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December/January 2014 19 "Today's instant-image world means that if you're in the public eye and you're wearing a uniform, you're vulnerable to any kind of publicity," says Roschlau. "These are realities our industry has to live with and face." Perhaps more concerning, though, is violence against bus drivers. "Often violence is spontaneous, it's not premeditated, it's acting out of frustration or anger that (passengers) generally brought with them to the bus stop," says Spencer McDonald, presi- dent and founder of Thinking Driver in Surrey, B.C., which produces and deliv- ers driver safety training products and services across North America. "I don't think knowledge of stiffer penalties is even going to be in their reality in the moment of the assault," he says, which is why it's so important for bus drivers to learn how to defend themselves or deflect attempts at violence against them. "It's imperative for them to also know people manage- ment and conflict resolution skills to keep themselves safe by, in most cases, de-escalating situations." On the technical side, there is an the training transit operators provide on site for employees. "Professionals understand basic defensive driving practices," says McDonald. "That doesn't mean there's no place for refresher courses, but to simply refresh a driver on simple practices misses the major area that requires training and that is on self-management — the driver's ability to control his or her own emotions and reactivity in the face of challenges from other drivers, unruly passengers, weather." Aside from tools to help drivers deal with stress, there's also an increasing need to provide them with support after a traumatic incident has occurred. Post-traumatic stress disorder (PTSD) can take place after any acute trauma — and bus drivers are particu- larly vulnerable. PTSD is an anxiety disorder that follows a traumatic inci- dent, such as witnessing a suicide or being physically assaulted. Those suffering from PTSD often relive the experience over and over in their heads, resulting in symp- toms such as feeling isolated, helpless or fearful. increasing prevalence of surveillance cameras on vehicles and in facilities. "To some extent they're a deter- rent, but they're also useful after the fact if something has happened," says Roschlau. A study by the Société de transport de Montréal (STM), Quebec's largest transit operator, found drivers of buses with visible security cameras were less likely to be assaulted. To date, about half of STM's 1,700 buses are equipped with cameras. "We're aiming for 100 per cent," says Hélène Noël, spokesperson for STM. STM has seen the number of assaults against bus drivers drop from 133 in 2007 to 74 in 2012 — a decrease of 44 per cent. Still, in 2011-12, 40 per cent of assaults occurred in buses equipped with cameras, so technology is not always a deterrent. "(But the cameras) help us in investigating the assaults when they occur," says Noël. "Sometimes the union will bring Plexiglas into the discussion," she added. "A lot of bus drivers do like contact with customers and don't feel the threat is big enough to close them- selves into a restricted space." STM's buses are equipped with an emergency button; when pressed, a signal is sent to a co-ordination centre, where an operator can hear what's going on in the bus. The operator then immediately calls a supervisor, the safety and control department, and the police. STM also has 100 inspectors on the road. But training is a key component. In 2006, STM created a driver safety enhancement program aimed at reducing the risk of assaults and their consequences. The first level provides bus drivers with tools to avoid conflict, while the second level deals with stress management. "We have also developed protocols around assault for rapid response and to provide legal assistance," says Noël. "Training tries to equip operators with skills to avoid snapping when the rubber band is about to break," says Roschlau. Oftentimes, this happens around fare and transfer disputes. "They're tricky situations, they happen all the time, and it really puts the transit operator at the front line of those potential confrontations," says Roschlau. Each transit system has its own policy on fare enforcement. Generally, the rule is not to risk your life for a fare. In the end "there are ways of defusing a potential conflict and ways of encour- aging a conflict," says Roschlau. "In the heat of the moment it's sometimes difficult to avoid a knee-jerk reaction to something — someone calls you a name or uses a four-letter word." CUTA provides training on how to turn complaints into opportunities, how to diffuse difficult or danger- ous situations, and how to manage stress on an ongoing basis. This training is typically incorporated into The Workplace Safety and Insurance Board (WSIB) of Ontario reported in 2008 that TTC drivers suffer from PTSD at four times the rate of Toronto police officers. Many transit operators, such as STM, now offer support for workers suffering from PTSD. Still, when incidents do occur, the "judicial system is not equipped to treat transit operators at the right level," says Roschlau. "The issue we're facing is there isn't enough of a deterrent." This reflects the feedback Goodale often receives from bus drivers — that the consequences aren't considered serious enough, so the offences keep happening. New legislation would send a strong message, says Goodale. "It's an idea that's relevant and timely," he says. "(Federal Justice Min- ister) Peter MacKay is talking about victims' rights — I'm hopeful we can develop a good, solid, non-partisan consensus in the House that this kind of an amendment needs to be done." Vawn Himmelsbach is a freelance writer based in Toronto. She can be reached at vawn_h@yahoo.ca. GET NOTICED Made for SAFETY Built for COMFORT Briteline™ CSA Compliant Fire Resistant Fleece 800-873-5725 FIRE RESISTANT CLOTHING www.dragonwear.com FIRE RESISTANT WORKWEAR