Each transit agency determines how it deals with difficult customers. Some expect supervisors to handle such matters and others rely on law enforcement. Some have developed relationships with local judges, while others have employees dedicated to teaching customers their rights and responsibilities. Some have clear codes of conduct approved by their policy boards, and others have passed local or state legislation to provide further authority for taking appropriate action.  A synthesis of current practices will help transit agencies learn from each other about new, innovative, and more effective practices in handling incidents with authority and respect.  View Report

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