Column: Going beyond compliance to strengthen public transit workforce safety through trust and technology

Safety in public transit has never been more urgent or complex. With operator assaults and systemwide security incidents on the rise, agencies are responding not only to Federal Transit Administration (FTA) directives, but also to the growing need to rebuild trust with the very workers who keep transit running. 

The FTA’s General Directive 24-1 has made safety risk assessments and mitigation strategies mandatory for over 700 agencies. But for many leaders, this moment represents more than a compliance checkpoint. It’s an inflection point. For executive leaders, safety decisions shape how the agency is viewed by riders, partners and future employees. How agencies choose to approach workforce safety today will shape both employee retention and public confidence for years to come. 

Elevating operator safety from policy to practice 

Operators are increasingly on the front lines of conflict. From fare disputes to verbal and physical assaults, frontline staff face significant risks that demand more than surface-level policy responses. 

Several agencies have taken notable steps like completing systemwide rollouts of operator protective barriers. Other examples include deploying onboard cameras, expanding security teams or having dedicated safety ambassadors ride alongside operators to deter aggressive behavior. These layered approaches signal to workers that their safety isn’t optional—it’s operational. 

Making reporting easier, smarter and safer 

Even the best mitigation strategies fall short if safety incidents aren’t accurately reported. Yet, many systems still rely on paper forms, fixed workstations or after-shift processes, all of which introduce friction and delay. 

Agencies that have moved to digital, mobile-friendly reporting systems are seeing a different outcome. Operators and supervisors can log incidents in real time, attaching photos or video, without needing to return to the depot. This ease of use leads to more complete data, faster follow-up and a stronger culture of responsiveness. When employees see their concerns logged and addressed promptly, trust grows. 

Building a culture of shared responsibility 

Workforce safety is most sustainable when it’s not the job of one department, but a shared commitment across the agency. Metropolitan Atlanta Rapid Transit Authority’s Bus Hazard Reporting Campaign, which rewarded operators for flagging safety issues, is one example of how frontline workers can be empowered to contribute proactively. 

Collaborative programs don’t just improve incident response; they elevate morale. When workers are part of the solution, safety becomes everyone’s job, not just a compliance requirement. 

Designing safety into the system 

Trust also depends on the physical environment. Agencies are rethinking infrastructure to reflect this—from better lighting at bus stops to redesigned driver compartments and more transparent station layouts. Some are even integrating visual cues and audio alerts into onboard equipment to prevent common injuries. 

These design choices—often simple, always intentional—show employees that their safety has been considered from the ground up. 

From compliance to confidence 

Regulations set the baseline, but safety leadership is measured by the day-to-day experiences of transit workers. A secure workplace is one where people feel protected, heard and supported, and where tools and processes are built to back them up. When employees trust their environment, the entire agency benefits — from operational continuity to public perception and long-term reputation 

Leading agencies are going beyond compliance, focusing on trust-building, smarter reporting systems and fully integrated safety practices. For the workforce behind the wheel, that may be the most powerful signal of all.