A new team there for you during your trips
The safety ambassadors team is now active on the métro network to provide support, information and guidance. They’ll also assist special constables and other teams on the network.
Learn more about the various measures and teams we have in place to ensure safe travel on our networks.
Teams to keep everyone safe
Our employees are there to help you during your trips. Their reassuring presence helps create a sense of safety on the network. Here are the different teams you can turn to when you need help.
Special constables focus on prevention and assistance. They patrol the bus and métro networks to increase the sense of safety of customers and employees, ensure rider traffic flows smoothly and make sure rules are being followed.
They also support employees on the ground, who, at any time, can report a situation to a special constable, who will manage the event.
A new team, the safety ambassadors, is now active on the métro network.Offering customer support and a welcoming presence, feel free to reach out to them for assistance during your trips or to report any safety situation that may require the intervention of our teams.They are easily recognized throughout the network by their distinctive blue and black uniforms.
They also support special constables to ensure smooth, safe travel for our customers, especially during service disruptions or crowded events.
Safety ambassadors are also trained to identify potentially dangerous situations and report them to the security teams.
A network of security cameras
The métro network also has more than 2,500 cameras to help our teams, enabling real-time viewing and rapid response by the various resources.
Teams to support people in vulnerable situations
Like most major North American cities and transit networks, the STM operates in a complex social context, and the métro network is no exception.
To support people experiencing homelessness, we have teams dedicated to accompanying them and directing them to the right resources.
Each EMIC (Équipe métro d’intervention et de concertation) team is made up of an SPVM police officer, an STM special constable and a social worker from the Société de développement social (SDS). These teams are providing people in vulnerable situations with support specific to their needs and situation, to improve their quality of life and to direct them to appropriate resources.
The City of Montréal mobile social mediation and intervention team (EMMIS) is made up of social workers who are dispatched on the métro network and in public spaces throughout Montréal.
EMMIS uses social intervention and mediation approaches to de-escalate conflicts, refer those who need it to appropriate community resources and apply prevention strategies while maintaining a visible presence in the métro. This service is funded by the City of Montréal and the Quebec government.
Credit: Mathieu Sparks for City of Montréal
How to report an urgent situation requiring immediate assistance?
In any situation that may require urgent intervention in the metro network, you can notify an STM employee, who will contact the coordination teams to ensure that the event is taken care of. You can also use the following means to contact an STM employee in the event of an emergency.
In métro stations - use the assistance stations
Assistance stations are located on every métro platform and are identified by a blue light. They can be used to communicate directly with an STM employee for help during emergency situations.
- Locate the emergency station.
- Pull the red handle to cut power to the tracks ONLY if someone has fallen onto the tracks
- Pick up the red phone.
- Follow the instructions given to you by the person in charge.
In métro cars - use the interphone
Every métro car is equipped with an intercom. You can use it to contact the train operator in case of an emergency or if you witness an incident. Don’t hesitate to move further away from the incident or switch métro cars to use the intercom if you need to.
- Use the intercom located in the middle of the car near the doors.
- The intercom allows you to speak with the train operator.
- Once the incident has been reported, an STM employee will wait for you on the platform of the next station to help you or the other person in need of assistance.
Use the emergency break for serious emergencies only
- It is located in the middle of the car near the doors.
- If possible, pull the emergency brake when the car is stopped at a station and the doors are open. The operator can then intervene more quickly and easily.
- If the emergency brake is pulled while the train is moving, the train will generally stop in the station or at the next one.
- The train operator will go to the car where the brake was pulled to assess the situation.
Call 911 in case of emergency
In an emergency that puts your safety or the safety of others at risk, call 911.
A mobile network is available throughout the métro, allowing you to make emergency calls wherever you are in the stations or métro cars.
Information to provide during emergency calls
To ensure that your call is handled quickly and efficiently, provide as much detail as possible about the situation, including your location and métro car five-digit number, if applicable.
On the bus: notice the driver
In any situation that may require immediate assistance, notify the bus driver. They will be able to contact the appropriate resources to ensure the situation is handled appropriately.
How to report other situations that may require an intervention
To report a situation that may compromise rider safety but does not require immediate attention, contact us through our online form and select the “Security issues” category. By selecting this option, your reports will be sent directly to our Transit Network Security team’s investigators.
A few tips for your travels
Below is a reminder of the habits you should adopt to limit your risk during your daily commute.
On the road
- Stay out of bus blind spots
- Make sure you’re visible
- Pay attention at intersections
- Keep your distance from buses
In the métro
- Keep your distances
- Never go onto the tracks
- Pay attention to your belongings
- What to do in case of emergency
- Keep your distances
- Make eye contact
- Cross the street at the right and at the right time
- Hold on
- Signal your intentions
- Stop at bus stops and stay behind the bus
- Make eye contact
- Pay attention to pedestrians who must cross the bicycle path to catch their bus
- Do not ride your bike in bus loops and terminuses
On an escalator
- Hold the handrail
- Mind the stairs
- Avoid carrying bulky items
- Ask for help with your stroller
- Stand up
- Face the same direction taken by escalator
- Do not run