Rev. 02/26/07 Rev. 02/26/07

index back next exit
General Rules............................................................................................. 1 -R1

1.00 General Statement................................................................. 1 -R1
1.01 Maintenance of Rulebook and SOP..................................... 1 -R1
1.02 Knowledge of Rules and Procedures................................... 1 -R1
table of contents
1.03 Standards of Efficiency ........................................................ 1 -R1
1.04 Special Orders and Instructions........................................... 1 -R1
1.05 Compliance with Instructions.............................................. 1 -R2
1.06 Reports................................................................................... 1 -R2
1.07 Metro Issued Property.......................................................... 1 -R2
1.08 Bulletin Boards, Bulletin Books, and Mailboxes................. 1 -R2
1.09 Personal Records................................................................... 1 -R2
1.10 Laws and Regulations .......................................................... 1 -R3
1.11 Cooperation with Law Enforcement &
Fire Department Agencies . ................................................. 1 -R3
1.12 License (CDL), Verification of Transit Training (VTT)
& Medical Card ..................................................................... 1 -R3
1.13 Physical Examinations.......................................................... 1 -R3
1.14 Reporting Sick....................................................................... 1 -R3
1.15 Sick Operator’s Travel Restrictions...................................... 1 -R3
1.16 Returning from Sick Leave................................................... 1 -R4
1.17 Doctor’s Release.................................................................... 1 -R4
1.18 Long Term Sick / Injury Leave (over 30 days)..................... 1 -R4
1.19 False Sick Reports.................................................................. 1 -R4
1.20 Employee Injured On Duty ................................................. 1 -R4
1.21 Reporting Back from Vacation............................................. 1 -R5
1.22 Safety ..................................................................................... 1 -R5
1.23 Safety in Yards and Terminals ............................................. 1 -R5
1.24 Reading While Operating .................................................... 1 -R5
1.25 Electronic Devices ................................................................ 1 -R5
1.26 Lockers................................................................................... 1 -R6
1.27 Advertisements...................................................................... 1 -R6
1.28 Restroom Facilities ............................................................... 1 -R6
General Procedures................................................................................... 1 -S1

1.100 General Statement ............................................................... 1 -S1
1.101 Metro Issued Property ......................................................... 1 -S1
1.102 Leave of Absence / Family Care & Medical Leave (FCML) /
Pregnancy Disability Leave (PDL) ..............................................1 -S1
1.103 Long Term Sick Leave (over 30 days) .................................. 1 -S1
1.104 Jury Duty................................................................................ 1 -S1
1.105 Employee Injured On Duty.................................................. 1 -S2
1.106 Personal Safety in Yards, Terminals, and Other Facilities.. 1 -S2
1.107 Earthquake Instructions....................................................... 1 -S3
1.108 Fire Safety.............................................................................. 1 -S3
Operator’s Procedures Rules..................................................................... 2 -R1

2.01 Reporting for Duty................................................................ 2 -R1
2.02 Miss Outs............................................................................... 2 -R1
2.03 Absent Without Permission (AWOP).................................. 2 -R1
Rev. 02/26/07
2.04 Badge Reader System............................................................ 2 -R1

2.05 Time Check............................................................................ 2 -R1
2.06 Supplies.................................................................................. 2 -R1
2.07 Routes - Pullout, Pull-in, and Off-route............................... 2 -R1
table of contents
2.08 Late / Early Pull-out ............................................................. 2 -R2

2.09 Established Routes................................................................ 2 -R2
2.10 Relief Point............................................................................ 2 -R2
2.11 Service Delays........................................................................ 2 -R2
2.12 Running Time....................................................................... 2 -R3
2.13 Zone Checks - Announcing Limits & Inspecting Zone Checks 2 -R3
2.14 Turn-Around Loops & Detours - Bus Stops......................... 2 -R3
2.15 Layover Zone......................................................................... 2 -R3
2.16 Vehicle Lights at Layover / Terminal.................................... 2 -R3
2.17 Noise....................................................................................... 2 -R3
2.18 Litter....................................................................................... 2 -R3
2.19 Unattended Buses................................................................. 2 -R4
2.20 Announcing Departure from Stations................................. 2 -R4
2.21 Freeway Emergency - Call Boxes.......................................... 2 -R4
2.22 Operating While Ill or Fatigued........................................... 2 -R4
2.23 Authorized Operators .......................................................... 2 -R4
2.24 Transporting Metro Authorized Articles.............................. 2 -R4
2.25 Lost Articles........................................................................... 2 -R5
2.26 Transporting Animals .......................................................... 2 -R5
2.27 Identification at an Accident Scene...................................... 2 -R5
2.28 Reporting Accidents or Incidents......................................... 2 -R5
2.29 Requests for Assistance ....................................................... 2 -R5
2.30 Courtesy Cards ..................................................................... 2 -R6
2.31 Vehicle Accident/Incident Report (SAFE-3)........................ 2 -R6
2.32 Vehicle Fire ........................................................................... 2 -R6
2.33 Striking a Fixed Object or Unattended Vehicle................... 2 -R6
2.34 Holdups, Disturbances, and / or Altercations..................... 2 -R6
2.35 Witness Reports..................................................................... 2 -R7
2.36 Confidentiality at an Accident Scene................................... 2 -R7
2.37 Fare Evasion / Policy Enforcement...................................... 2 -R7
2.38 Inspection at Division, Terminal, or Layover Zone...................2 -R7
2.39 Seat Belt Requirements......................................................... 2 -R7
2.40 Bus Change inside Division Yard......................................... 2 -R7
2.41 Disabled Bus Outside of Division Yard................................ 2 -R8
2.42 Accepting a Bus Change....................................................... 2 -R8
2.43 Owl Line-up .......................................................................... 2 -R8
2.44 Owl Connections .................................................................. 2 -R8
2.45 Transfer Connections............................................................ 2 -R9
2.46 Completion of Assignments................................................. 2 -R9
2.47 Bus Check Prior to Pull-in.................................................... 2 -R9
2.48 Turn-Ins................................................................................. 2 -R9
2.49 Hours of Driving................................................................... 2 -R9
2.50 Exchange of Assignments ................................................... 2 -R10
2.51 Operator’s Daily Report Card .............................................. 2 -R10
2.52 New Rule - Operator’s Daily Log (Driver’s Log).................. 2 -R10
2.53 New Rule - Operators Claiming Overtime........................... 2 -R10
Rev. 02/26/07
Operator’s Procedures SOP’s.................................................................... 2 -S1

2.100 General Statement................................................................. 2 -S1
2.101 Badge Reader System............................................................ 2 -S1
2.102 Missouts................................................................................. 2 -S1
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2.103 Work Run Book..................................................................... 2 -S1
2.104 Calling for Assignment......................................................... 2 -S1
2.105 Maximum Sign-on Time before an Assignment................ 2 -S2
2.106 Running boards..................................................................... 2 -S2
2.107 Not used................................................................................. 2 -S2
2.108 Extra Board............................................................................ 2 -S2
2.109 Supplies / Equipment........................................................... 2 -S3
2.110 Hours of Service.................................................................... 2 -S3
2.111 Work Time............................................................................. 2 -S3
2.112 Driving Time Restrictions & Operator’s Daily
Log Requirements................................................................. 2 -S3
2.113 Biddable Trippers.................................................................. 2 -S4
2.114 Off Route (Diverting from Established Routes).................. 2 -S5
2.115 Relief Point............................................................................ 2 -S5
2.116 Service Relays........................................................................ 2 -S6
2.117 Zone Checks – Announcing Limits and . ........................... 2 -S7
Collecting Zone Checks........................................................ 2 -S7
2.118 Layover Zones . ..................................................................... 2 -S7
2.119 Unattended Vehicles ............................................................ 2 -S8
2.120 Freeway Emergency Call Boxes............................................ 2 -S9
2.121 Lost Articles........................................................................... 2 -S10
2.122 Animals on Board the Bus.................................................... 2 -S10
2.123 Procedures at the Scene of an Accident / Incident...................2 -S11
2.124 Assisting Metro Employees.................................................. 2 -S13
2.125 Courtesy Cards...................................................................... 2 -S13
2.126 Vehicle Accident / Incident Report (SAFE-3)...................... 2 -S13
2.127 Holdups, Disturbances or Altercations............................... 2 -S14
2.128 Miscellaneous Reports.......................................................... 2 -S15
2.129 Report of Unsafe Conditions or Hazards............................ 2 -S15
2.130 Fare Evasion / Policy Enforcement...................................... 2 -S15
2.131 Schedule Problems (reporting)............................................ 2 -S16
2.132 Storage Location Procedures................................................ 2 -S16
2.133 Owl Line-Up.......................................................................... 2 -S16
2.134 Owl Connections................................................................... 2 -S16
Vehicle Operations Rules.......................................................................... 3 -R1

3.01 Pre-Pullout Safety Inspection............................................... 3 -R1
3.02 Operator’s Vehicle Condition Report Card ......................... 3 -R1
3.03 In-Service Safety Inspection ................................................ 3 -R1
3.04 Operation within Division Yard/Off Street
Terminal / Station................................................................. 3 -R2
3.05 Tampering with Equipment................................................. 3 -R2
3.06 Signs . .................................................................................... 3 -R2
3.07 Starting / Stopping of Engines . .......................................... 3 -R3
3.08 Air Pressure........................................................................... 3 -R3
Rev. 02/26/07
3.09 Parking / Emergency Brake.................................................. 3 -R3

3.10 Use of Lights . ....................................................................... 3 -R3
3.11 Tires ...................................................................................... 3 -R4
3.12 Backing the Bus..................................................................... 3 -R4
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3.13 Parking .................................................................................. 3 -R4

3.14 Vehicle Cleanliness .............................................................. 3 -R4
3.15 Ventilation ............................................................................ 3 -R4
3.16 Proper Use of Vehicle Controls ........................................... 3 -R5
3.17 Use of Windshield Wipers . ................................................. 3 -R5
3.18 Directional Signals ............................................................... 3 -R5
3.19 Gauges and Indicator Lights ............................................... 3 -R5
3.20 Mirrors .................................................................................. 3 -R5
3.21 Following Distance . ............................................................. 3 -R6
3.22 Operating Speed . ................................................................. 3 -R6
3.23 Operating Under Control..................................................... 3 -R6
3.24 Attention While Driving ...................................................... 3 -R6
3.25 Improper Driving Position................................................... 3 -R6
3.26 Intersections / Crosswalks (Gridlock).................................. 3 -R7
3.27 Traffic Signals........................................................................ 3 -R7
3.28 Emergency Alarms and Warning Lights ............................ 3 -R7
3.29 Pushing or Towing................................................................ 3 -R7
3.30 Mechanic Working on Vehicle (Road Call).......................... 3 -R7
3.31 Broken Glass / Mirror . ........................................................ 3 -R7
3.32 Standing Buses...................................................................... 3 -R7
3.33 Door Operation...................................................................... 3 -R8
3.34 Vehicle Check at Terminal.................................................... 3 -R8
3.35 Grade Operation ................................................................... 3 -R8
3.36 Rear Door Interlock............................................................... 3 -R8
3.37 Bus Zone Operation (Obstructions / Hazards)................... 3 -R8
3.38 Hazards - Street Excavation / Workmen.............................. 3 -R9
3.39 Fire Hoses.............................................................................. 3 -R9
3.40 Deep Water............................................................................ 3 -R9
3.41 Hand Signals – Pedestrians / Motorists.............................. 3 -R9
3.42 Stopping for School Buses.................................................... 3 -R9
3.43 Funeral Processions ............................................................. 3 -R9
3.44 Emergency Vehicles.............................................................. 3 -R10
3.45 Caravans................................................................................. 3 -R10
3.46 School Zones......................................................................... 3 -R10
3.47 Off–Street Terminal / Station Operation............................. 3 -R10
3.48 Freeway Bus Stops................................................................. 3 -R10
3.49 Freeway Lanes........................................................................ 3 -R10
3.50 Slow Moving Vehicles (Freeway).......................................... 3 -R10
3.51 Railroad Crossings – Approaching/
Crossing/Operating Speed................................................... 3 -R11
3.52 Approaching Railroad Crossings.......................................... 3 -R11
3.53 Stop Required at Railroad Crossings................................... 3 -R11
3.54 Exempt Railroad Crossing.................................................... 3 -R12
3.55 Controlling Speed while Crossing Tracks............................ 3 -R12
3.56 Accident at Railroad Crossing ............................................. 3 -R12
3.57 Slow Orders........................................................................... 3 -R12
Rev. 02/26/07
3.58 Coasting in Neutral............................................................... 3 -R12

3.59 Company Equipment Authorized (CEA) Units................... 3 -R12
3.60 New Rule - Bus Bridge.......................................................... 3 -R13
3.61 New Rule - Overhead Clearances......................................... 3 -R13
table of contents
3.62 New Rule - Unsafe Customer Behavior............................... 3 -R13
3.63 New Rule - Cyclists................................................................ 3 -R13
Vehicle Operations SOP’s......................................................................... 3 -S1

3.101 Pre-Pullout Safety Inspection............................................... 3 -S1
3.102 In-Service Safety Inspection (relief point/bus exchange)
Relief at Terminal.................................................................. 3 -S1
3.103 Operator’s Vehicle Condition Report Card.......................... 3 -S3
3.104 Head Signs............................................................................. 3 -S4
3.105 Starting / Stopping of Engines . .......................................... 3 -S4
3.106 Air Pressure........................................................................... 3 -S4
3.107 Use of Lights.......................................................................... 3 -S5
3.108 Backing the Bus..................................................................... 3 -S5
3.109 Air Conditioner, Defroster and Heater................................ 3 -S5
3.110 Tire Pressure Check.............................................................. 3 -S6
3.111 Rear Door Master Control Switch........................................ 3 -S6
3.112 Door Manual Control Valve (dump valve) .......................... 3 -S6
3.113 Seat Adjustments.................................................................. 3 -S6
3.114 Mirror Use / Adjustment...................................................... 3 -S8
3.115 Turns...................................................................................... 3 -S10
3.116 Operating Speed.................................................................... 3 -S12
3.117 Steering - Hand Over Hand / Push-Pull Methods.............. 3 -S12
3.118 Traffic Signals........................................................................ 3 -S13
3.119 Application of Brakes............................................................ 3 -S13
3.120 Wet Pavement / Surfaces...................................................... 3 -S13
3.121 Deep Water............................................................................ 3 -S13
3.122 Proper Clearance................................................................... 3 -S14
3.123 Transferring Customers – Bus to Bus.................................. 3 -S14
3.124 Interagency Customer Assistance........................................ 3 -S15
3.125 Loading Buses through Rear Doors..................................... 3 -S15
3.126 Door Operation...................................................................... 3 -S15
3.127 Grade Operation.................................................................... 3 -S16
3.128 Operating Techniques........................................................... 3 -S16
3.129 Spotting Bus in Zone............................................................ 3 -S19
3.130 Bus Stop Operation............................................................... 3 -S20
3.131 Nearside Bus Stop Operation............................................... 3 -S21
3.132 Unobstructed Nearside Bus Stop Operation....................... 3 -S21
3.133 Obstructed Nearside Bus Stop Operation............................ 3 -S22
3.134 Far-Side Bus Stop Operation ............................................... 3 -S22
3.135 Unobstructed Far-side Bus Stop Operation......................... 3 -S23
3.136 Obstructed Far-side Bus Stop Operation............................. 3 -S23
3.137 Reporting Obstructions or Hazards..................................... 3 -S23
3.138 Rolling Back On a Hill.......................................................... 3 -S23
3.139 Operating / Safety Procedures in Division Yards,
Terminals and Stations......................................................... 3 -S24
Rev. 02/26/07
3.140 Unmarked Bus Stops............................................................ 3 -S24

3.141 Bus Stops without a Curb..................................................... 3 -S24
3.142 Off-Street Terminal Operation............................................. 3 -S25
3.143 Freeway Bus Stop Lanes........................................................ 3 -S25
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3.144 Freeway Lanes........................................................................ 3 -S25

3.145 Left Turn across Railroad Tracks.......................................... 3 -S25
3.146 Exempt Railroad Crossings................................................... 3 -S25
3.147 Stop Not Required Railroad Crossings................................ 3 -S25
3.148 Railroad Track Safety............................................................. 3 -S26
3.149 Parking Buses in Division Yard............................................ 3 -S26
3.150 Methods for Avoiding Accidents - Entering,
and Departing a Bus Zone.................................................... 3 -S26
3.151 Methods for Avoiding Accidents - In the Bus Zone............ 3 -S28
3.152 Methods for Avoiding Accidents - Onboard Falls............... 3 -S28
3.153 Methods for Avoiding Accidents - Between Intersections.. 3 -S28
3.154 Methods to Avoid Accidents At Intersections...................... 3 -S29
3.155 Company Equipment Assigned (CEA)................................ 3 -S29
3.156 Contra-Flow Lane Operation................................................ 3 -S30
3.157 New SOP - Bicycle Racks ..................................................... 3 -S30
3.158 New SOP - Cyclists................................................................ 3 -S31
Operator’s Code of Conduct Rules........................................................... 4 -R1

4.01 Discipline............................................................................... 4 -R1
4.02 Fighting / Self Defense......................................................... 4 -R2
4.03 Language and Conduct......................................................... 4 -R2
4.04 Rowdiness / Roughhousing / Practical Jokes..................... 4 -R2
4.05 Acceptance of Service Inspector’s
Written Notice of Violation................................................... 4 -R3
4.06 Arrest...................................................................................... 4 -R3
4.07 Traffic Violations.................................................................... 4 -R3
4.08 Intoxicants, Narcotics, or Drugs........................................... 4 -R3
4.09 Possession of Weapons......................................................... 4 -R3
4.10 Smoking / Tobacco Restrictions . ........................................ 4 -R4
4.11 Gaming Restrictions............................................................. 4 -R4
4.12 Use of Metro Property or Time............................................ 4 -R4
4.13 Safeguarding Metro Property............................................... 4 -R5
4.14 Food / Beverage on Board (By Operator)............................. 4 -R5
4.15 Transporting Friends or Relatives ....................................... 4 -R5
4.16 Misuse of Employee Pass...................................................... 4 -R5
4.17 Occupying Seats to the Exclusion of Fare
Paying Customers................................................................. 4 -R6
4.18 Solicitation............................................................................. 4 -R6
4.19 Wage Garnishments.............................................................. 4 -R6
4.20 Outside Employment ........................................................... 4 -R6
Appearance Rules....................................................................................... 5 -R1

5.01 Reporting for Duty................................................................ 5 -R1
5.02 Hair........................................................................................ 5 -R1
Rev. 02/26/07
5.03 Moustache, Beard, Sideburns............................................... 5 -R1

5.04 Fingernails............................................................................. 5 -R1
5.05 Jewelry.................................................................................... 5 -R1
table of contents
Uniform Rules........................................................................................... 6 -R1
6.01 Uniforms............................................................................... 6 -R1
6.02 Minimum Uniform............................................................... 6 -R1
6.03 Jackets.................................................................................... 6 -R1
6.04 Trousers.................................................................................. 6 -R2
6.05 Shirts or Blouses................................................................... 6 -R2
6.06 Sweaters................................................................................. 6 -R2
6.07 Shorts (Cargo Shorts)............................................................ 6 -R3
6.08 Casual Friday Shirts.............................................................. 6 -R3
6.09 Neckwear................................................................................ 6 -R3
6.10 Shoes/Boots........................................................................... 6 -R3
6.11 Accessories Head Gear ........................................................ 6 -R4
6.12 Watches.................................................................................. 6 -R5
6.13 Probationary Operator/Student Trainee Dress Code.......................6 -R5
6.14 Safety Vest.............................................................................. 6 -R5
Operator/Customer Relations Rules........................................................ 7 -R1

7.01 Customer Relations............................................................... 7 -R1
7.02 Assisting Customers............................................................. 7 -R1
7.03 Calling Stops.......................................................................... 7 -R2
7.04 Passenger Stop Request Signal............................................ 7 -R2
7.05 Conversation.......................................................................... 7 -R2
7.06 Fare Policy Enforcement....................................................... 7 -R2
7.07 Enforcement of Laws, Ordinances, and Metro Policy......... 7 -R2
7.08 Detaining Customers............................................................ 7 -R3
7.09 Ejection.................................................................................. 7 -R3
7.10 Refusing Transportation....................................................... 7 -R3
7.11 Passing up Customers.......................................................... 7 -R4
7.12 Not in Service Trips (Customers)......................................... 7 -R4
7.13 Unnecessary Service Delays................................................. 7 -R4
7.14 Articles Carried Aboard Metro Buses................................... 7 -R4
7.15 Wheelchairs / Customers with Disabilities......................... 7 -R5
7.16 Use of Accessible Equipment (kneeling device, lift, ramp) ....7 -R5
7.17 Mobility Aides........................................................................ 7 -R6
7.18 Restroom Facilities (Customers).......................................... 7 -R6
7.19 New Rule - Breastfeeding...................................................... 7 -R6
7.20 New Rule - Deviating from Procedures............................... 7 -R6
7.21 New Rule - Fair & Consistent Treatment of Customers...... 7 -R7
7.22 New Rule - Greeting Customers........................................... 7 -R7
7.23 New Rule - Reliable Service.................................................. 7 -R7
7.24 New Rule - Personal Mobility Devices (Segways)................ 7 -R7
Operator/Customer Relations SOP’s....................................................... 7 -S1

7.100 General Statement-Customer Relations.............................. 7 -S1
Rev. 02/26/07
7.101 Communication / Language Barriers.................................. 7 -S1

7.102 Request for Information....................................................... 7 -S1
7.103 Calling Stops - Bus Interior.................................................. 7 -S1
7.104 Exterior Speakers . ................................................................ 7 -S2
table of contents
7.105 Alighting................................................................................ 7 -S2

7.106 Standing Customers............................................................. 7 -S2
7.107 Smoking, Food, Beverages, or Radios on
Buses (Customers) ............................................................... 7 -S2
7.108 Carrying Customers beyond a Requested Stop .................. 7 -S2
7.109 Courtesy/Emergency Stops.................................................. 7 -S2
7.110 Accessible Equipment........................................................... 7 -S3
7.111 On-Time Performance Warranty Program.......................... 7 -S6
7.112 “Flash Cards” for Visually Impaired Customers................. 7 -S6
7.113 New SOP - Boarding / Alighting Customers...................... 7 -S6
7.114 New SOP- Personal Mobility Devices (Segways)................. 7 -S6
Fares Rules................................................................................................. 8 -R1

8.00 General Statement ............................................................... 8 -R1
8.01 Inoperable Fare Box.............................................................. 8 -R1
8.02 Tampering With Fare Box..................................................... 8 -R1
8.03 Depositing Fares.................................................................... 8 -R1
8.04 Fare Disagreements.............................................................. 8 -R2
8.05 Not Accounting for Passengers (NAP)................................. 8 -R2
8.06 Counterfeit Passes / Fare Media........................................... 8 -R2
8.07 Zone Checks.......................................................................... 8 -R2
8.08 New Rule - Securing Fare Media.......................................... 8 -R3
Fares SOP’s................................................................................................ 8 -S1

8.101 Fare Collection....................................................................... 8 -S1
8.102 Fare Disagreements.............................................................. 8 -S1
8.103 Local Service.......................................................................... 8 -S1
8.104 Limited Service...................................................................... 8 -S2
8.105 Express Service...................................................................... 8 -S2
8.106 Express Increment Stamps................................................... 8 -S2
8.107 Zones Outside of Los Angeles County................................. 8 -S2
8.108 Printed Tariffs........................................................................ 8 -S2
8.109 Metro Passes ......................................................................... 8 -S3
8.110 Joint Monthly Passes - Regional Transit Pass – EZ Pass)... 8 -S3
8.111 Student Passes (Elementary, Jr. High, High School
and College /Vocational) & Institution Passes............................. 8 -S4
8.112 Special Metro Passes............................................................. 8 -S4
8.113 Use of Passes on Special Events........................................... 8 -S4
8.114 Employee / Dependent / Retiree Passes.............................. 8 -S4
8.115 Exchange of Employee Pass Privileges
Orange County Transit Authority (OCTA) and Metro......... 8 -S4
Omnitrans and Metro........................................................... 8 -S5
Riverside Transit Agency and Metro.................................... 8 -S5
Rev. 02/26/07
8.118 Counterfeit Passes / Fare Media........................................... 8 -S5

8.119 Senior Citizen Customers.................................................... 8 -S5
8.120 Customers with Disabilities................................................. 8 -S6
8.121 Ticket Vending Machine Tickets (TVM).............................. 8 -S7
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8.122 Tokens.................................................................................... 8 -S7
8.123 Transfers (Metro to Muni).................................................... 8 -S7
8.124 Municipal Transfers (Muni to Metro)/Inter-Agency........... 8 -S8
8.125 Zone Checks – Issuing......................................................... 8 -S8
8.126 Zone Checks – Collecting..................................................... 8 -S8
8.127 Children under the Age of Five............................................ 8 -S9
8.128 Transportation of Customers with Visual Impairments..... 8 -S9
8.129 Law Enforcement and Traffic Control Officers (TCO)........ 8 -S9
8.130 On-Time Performance Warranty.......................................... 8 -S9
8.131 Fare Refunds.......................................................................... 8 -S9
8.132 MTA Operation in Orange County....................................... 8 -S9
8.133 New SOP - Special Event Service......................................... 8 -S10
8.134 New SOP - Rapid Line Service.............................................. 8 -S10
8.135 New SOP - Metrolink Fare Media......................................... 8 -S10
8.136 New SOP - Rail Fare Receipts............................................... 8 -S10
8.137 New SOP - Safety / Art Tour Pass........................................ 8 -S11
Communications Rules............................................................................. 9 -R1

9.01 Radio Conduct ...................................................................... 9 -R1
9.02 Radio Restrictions................................................................. 9 -R1
9.03 Channel Assignments ......................................................... 9 -R1
9.04 Text Messages / Radio Codes................................................ 9 -R2
9.05 Discretionary Use . ............................................................... 9 -R2
9.06 New Rule - Telephone Communications ............................ 9 -R2
Communications SOP’s............................................................................ 9 -S1

9.101 Radio Use............................................................................... 9 -R1
9.102 Preparing the Radio for Use................................................. 9 -R1
9.103 System Use............................................................................ 9 -R2
9.104 Calls from BOC..................................................................... 9 -R4
9.105 Radio Codes .......................................................................... 9 -R4
9.106 New SOP - Automatic Voice Annunciation (AVA).............. 9 -R6
Silent Alarm Rules.................................................................................... 10-R1

10.00 General Statement................................................................ 10-R1
10.01 Restricted Use....................................................................... 10-R1
10.02 Clearing the SAS.................................................................. 10-R1
10.101 Alarm Activation................................................................... 10-R1
Silent Alarm SOP’s................................................................................... 10-S1

10.102 Silent Alarm Indicator......................................................... 10-S1
10.103 Procedure to Follow when Danger Remains On Bus........ 10-S1
10.104 Procedures to Follow when Danger Has Passed................ 10-S2
Rev. 02/26/07
Orange Line Alignment, El Monte Busway, & Harbor Freeway

Transit Way Regulations .......................................................................... 11-R1
11.01 Laws, Regulations, and Ordinances.................................... 11-R1
table of contents
11.02 Following Distance - Bus Way/Transit Way........................ 11-R1

11.03 Operating Speed . ................................................................ 11-R2
11.04 Gibson Tunnel (Bus Way) ................................................... 11-R2
11.05 Fremont Ave. Curve (Bus Way)........................................... 11-R2
11.06 Speed Restrictions................................................................ 11-R2
11.07 Standing Vehicle (Emergency Lane)
Bus Way / Transit Way......................................................... 11-R2
11.08 Bus Stops.............................................................................. 11-R3
11.09 Disabled / Stopped Bus........................................................ 11-R3
11.10 Merging Traffic .................................................................... 11-R4
11.11 New Rule - Hazards and Obstructions (Alignment).......... 11-R4
11.12 New Rule - Use of Headlights (Alignment)........................ 11-R4
11.13 New Rule - “Near-miss” Reports (Alignment).................... 11-R4
Orange Line Alignment, El Monte Busway, & Harbor Freeway

Transit Way SOP’s..................................................................................... 11-S1
11.100 General Statement................................................................ 11-S1
11.101 Operating Speed & Restrictions.......................................... 11-S1
11.102 Following Distance Reference Points Bus Way &
Transit Way........................................................................... 11-S2
11.103 Breakdowns / Disabled Vehicles......................................... 11-S2
11.104 Emergency Customer Transfer Alignment & Bus Way..... 11-S3
11.105 Station Elevator Malfunction Bus....................................... 11-S4
Way & Transit Way............................................................... 11-S4
11.106 New SOP - Hazards, Obstructions and
Detours - Alignment............................................................ 11-S4
11.107 New SOP - Operating Instructions for Specific................. 11-S4
Locations - Alignment.......................................................... 11-S4
11.108 New SOP - “Near-miss” Reports - Alignment..................... 11-S5
11.109 New SOP - Bus Stop Operation........................................... 11-S5
Emergency Procedures SOP’s................................................................. 12-S1

12.100 General Statement................................................................ 12-S1
12.101 Remaining at Work.............................................................. 12-S1
12.102 Types of Disasters................................................................. 12-S1
12.103 Earthquake............................................................................ 12-S1
12.104 Fire........................................................................................ 12-S2
12.105 Types of Fires........................................................................ 12-S3
12.106 Medical Emergency Procedures.......................................... 12-S3
12.107 New SOP - Suspicious Packages or Items.......................... 12-S4
12.108 New SOP - Hazardous Materials Emergency Procedure... 12-S4
Summary of Changes Rules..................................................................... 13 -R1
Summary of Changes SOP’s.................................................................... 13 -S1
10 Rev. 02/26/07
1.00 General Statement 1

This publication governs the performance and conduct of all Bus
Operators. At times, situations not covered by these rules and
procedures may arise. In these instances, Operators must exercise
rule - general rules

good judgement. All such situations must be reported to a proper
Metro representative.
A violation of any part of these rules and / or failure to exercise

reasonable discretion may result in disciplinary action appropriate
to the nature of the offense. (See Rule 1.05)
1.01 Maintenance of Rulebook and SOP

It is each Operators responsibility to ensure that their copy of the
Rulebook and SOP manual is up to date and complete.
1.02 Knowledge of Rules and Procedures

This book must be carried at all times while on duty. Operators must
become thoroughly familiar with and successfully pass any required
examination on the rules and procedures contained herein.
Ignorance of rules, procedures, special orders and/or instructions

will not excuse negligence or omission of duty. When necessary,
Operators must seek the guidance of supervisory personnel regarding
clarification of any operating procedure or special instruction.
1.03 Standards of Efficiency

Metro reserves the right to establish standards of efficiency and to
require tests as deemed necessary, to ensure safe and proficient
performance. Operators must successfully pass any required
examination and/or test to determine their ability to perform within
these standards.
1.04 Special Orders and Instructions

Special Orders and Instructions supersede the Rules and SOPs
contained herein, and are to be obeyed while in effect. Special
Orders and Instructions may be issued in the form of:
• Bulletins
• Notices
• Memos
• Schedule Letters

Rev. 02/26/07 R
1 1.05 Compliance with Instructions

Operators must accept responsibility for and carry out the oral or
written instruction of any authorized Metro representative. Any
such instructions take precedence over the written rule.
general rules - rule
(See Rule 1.02)
Authorized Metro representatives include:
• Metro Executive Staff Officers

• Division Management Personnel
• Metro Supervisory Personnel – Bus / Rail Transit Operations
Supervisor (T.O.S. / R.T.O.S.)
• Service Directors (at specific terminals only)
1.06 Reports
All required oral or written reports must contain complete, accurate
information. Reports must be submitted on the date of the incident,
unless the Operator is relieved of the responsibility by an authorized
1.07 Metro Issued Property

Operators must have all Metro issued property and equipment in
their possession while on duty. The wheelchair lift key must be
on their person to comply with ADA requirements. Report loss or
theft of Metro property to the Division Manager on a Miscellaneous
Report. (See Rule 2.06, 2.19, 4.13, 8.08 & SOP 1.101 & 2.109)
1.08 Bulletin Boards, Bulletin Books, and Mailboxes

Operators must consult the bulletin boards and check their mailbox
before and after each day’s assignment. Upon return from any
absence from duty, an Operator must consult the bulletin book for
updates and changes. The defacement or unauthorized removal of
any material posted by Metro is considered gross misconduct, and
is grounds for disciplinary action.
1.09 Personal Records

Operators must keep the Division Manager informed, in writing, of
their current address, telephone number, outside employment and
family status within 10 days of any change.
R Rev. 02/26/07
1.10 Laws and Regulations 1

Title 13 of the California Code of Regulations (13CCR), California
Vehicle Code, and Title 49 of the Code of Federal Regulations (CFR)
govern the operation and maintenance of Metro revenue and non-

revenue vehicles. The California Highway Patrol (CHP) Motor
Carrier Division is the regulatory agency for commercial vehicles as
defined in Section 34500 of the California Vehicle Code. These laws
and regulations, including applicable city laws and regulations are
hereby made a part of these Rules and SOPs. Operators are required
to comply with all applicable laws and regulations. Citations
imposed because of violating driving laws are the responsibility of
the Operator.
1.11 Cooperation with Law Enforcement & Fire

Department Agencies
Operators must cooperate with Law Enforcement and Fire Department
Agencies. If such cooperation creates a dangerous situation or a
departure from established Metro procedure, notify Bus Operations
Control (BOC) via the Advanced Transportation Management
System (ATMS Radio) using the appropriate text message from the
corresponding menu or if none is available make a voice call (RTT,
PRTT, etc.) Also, submit a Miscellaneous Report regarding the incident
to the Division Manager at the end of the work assignment.
1.12 License (CDL), Verification of Transit Training

(VTT) & Medical Card
Please see UTU Contract: Article 41, Licences
1.13 Physical Examinations

Operators must pass the DMV required physical examination every
two (2) years. Typically, the renewal date will be two (2) years from
the date of the last physical examination. Pending certain medical
conditions, the authorized medical facility reserves the right to issue
a medical certificate for a period less than the standard 2-year term.
1.14 Reporting Sick
Operators unable to report for duty due to illness must notify their
division no less than 40 minutes prior to their scheduled sign-on
time. Failure to provide the minimum 40 minutes notice may
result in a miss out. (See Rule 2.02)
1.15 Sick Operator’s Travel Restrictions

Operators who are off duty due to illness, injury or on indefinite sick
leave must not leave the Metro service area without permission from
their Division Manager. Operators living outside the Metro service
area are exempt from this restriction, but are limited to travel within
the area of their permanent residence.
Rev. 02/26/07 R
1 1.16 Returning from Sick Leave

Operators returning from sick leave must report their intentions to
the proper Metro representative, in person or by telephone, prior to
11:00 AM the day before resuming duty. Submitting a Request for
Sick Leave Pay, an Attending Physician’s Statement or other doctor’s

release does not relieve the Operator of the responsibility to report
their intention to return to work.
1.17 Doctor’s Release

Operators must obtain a doctor’s release in order to return to work
after an absence from duty of three (3) or more working days due
to an illness or injury. The release must indicate the nature of the
illness or injury for which the Operator was treated. This release
must be presented to the proper Metro representative before being
allowed to return to duty. If a medical doctor provides such a release,
but refuses to state the nature of the illness or injury, the Operator
shall not be withheld from service.
Operators who are absent 14 times within any consecutive 12-month

period must obtain a medical release for each subsequent absence.
Failure to present a doctor’s release when required may result in
being withheld from service.
1.18 Long Term Sick / Injury Leave (over 30 days)

Operators who are on long-term sick leave must keep Metro
informed, at least every 30 days, of their condition and probable
return to work date. Failure to provide Metro with the required
Attending Physician’s Statement, or failure to report for treatments
as ordered by the doctor, may result in disciplinary action. Operators
returning from long-term sick / injury leave or from an absence in
excess of 30 days must notify the Human Resources or Workman’s
Compensation representative at least 48 hours prior to resuming
active duty and must receive a clearance from the company doctor.
(See SOP 1.103)
1.19 False Sick Reports

Operators must not feign illness to obtain sick leave or to avoid a
missout or assigned work. Falsification of a sick report will result in
disciplinary action.
1.20 Employee Injured On Duty

Operators who suffer a personal injury while on duty, whether
medical attention is required or not, must report the injury to the
proper Metro representative as soon as possible. (See SOP 1.105)
R Rev. 02/26/07
1.21 Reporting Back from Vacation 1

Operators returning from vacation must report for duty on the first
scheduled workday following their vacation or be charged with a
missout. The first scheduled workday for an Extra Board Operator

will be the first Sunday following the end of the vacation, unless
prior arrangements have been made with the Division Manager.
Extra Board Operators must contact the Division after 3:00 PM
on the last Saturday of the vacation to confirm the following day’s
assignment.
1.22 Safety
Operators must make their safety and that of the customers the
highest priority at all times. Safety must never be sacrificed for
schedule adherence or customer convenience. Operators must not,
under any circumstances expose themselves to the risk of assault or
injury when faced with unruly customers. Exercise good judgment
in order to preserve the safest possible work environment.
(See Rule 8.04)
1.23 Safety in Yards and Terminals

Operators must be alert and take the necessary precautions to ensure
their personal safety and the safety of others while on Metro property.
An approved reflective safety vest must be worn at all times when
walking in the division yard or any terminal. The safety vest may not
be worn while operating any Metro bus. (See SOP 1.106 & 3.116)
1.24 Reading While Operating

Deleted – incorporated into 3.24
1.25 Electronic Devices

All electronic devices must be off and not visible when operating any
Metro vehicle. Such devices include, but are not limited to:
• Mobile telephones and accessories

• Computers and accessories
• Electronic audio and visual devices
Such devices may be used during layovers; however, Operators

must use common sense and good judgment to avoid conflict with
customers. Keep such devices secured and out of sight when not in
use. (See Rule 3.24 & SOP 6.103)
Rev. 02/26/07 R
1 1.26 Lockers
Authorized Metro representatives assign all lockers. The use of
lockers to store flammables, firearms or other weapons, intoxicants,
narcotics, amphetamines and derivatives thereof, or any other
harmful drug is prohibited. Metro management reserves the right

to inspect lockers at any time, and assumes no responsibility for loss
or damage to locks or to any articles stored in lockers.
Operators must not display any explicit or suggestive calendars,

cartoons, drawings, or other printed material that might contribute
to the creation of an intimidating, hostile, or offensive work
environment.
1.27 Advertisements
No advertisements, cards, posters or signs, other than those placed
by Metro or its agents, are permitted either inside or outside of
Metro facilities or equipment. Operators are not permitted to display
any advertisements, political or religious stickers, or badges on their
equipment or uniforms. Metro authorized service schedules, notices,
pamphlets and advertisements must be placed in the appropriate
locations for the convenience of our customers.
1.28 Restroom Facilities

Restrooms provided by Metro or private agencies (restaurants,
service stations, or other designated locations) for use by Operators
must be kept clean. Operators who vandalize or litter these facilities
will be subject to disciplinary action appropriate to the nature of the
offense. Where provisions are made, the doors at these locations
must be kept locked.
Only customary restroom facilities are to be used for the purpose

of personal relief. The use of any part of any building, bus, or other
area not intended for that purpose, is prohibited. In an emergency,
stopping to use a restroom along the prescribed route is permitted.
Inform customers that you will return and continue in service
within a short period. Operators must not leave their equipment
(day passes, punch, Metro-Muni transfers, etc.) when exiting the
bus to use the restroom. BOC must be notified before the restroom
stop, and then again after in order to make schedule adjustments.
R Rev. 02/26/07

This section contains general information on standard operating
procedures not covered in other categories.
sop - general procedures

Operators are personally responsible for all Metro property issued
to them. Report any property that is lost or stolen to the proper
Metro representative on a Miscellaneous Report. When terminating
employment, all Metro issued equipment must be returned. Items
not returned or returned damaged will be charged to the Operator.
(See Rule 1.07, 2.06, 2.19, 4.13, 8.08 & SOP 1.101, 2.109)
1.102 Leave of Absence / Family Care & Medical Leave

(FCML) / Pregnancy Disability Leave (PDL)
Operators may be granted leaves of absence limited to 90 days in a
1-year period without loss of seniority. In accordance with mandated
family and medical leave laws, Operators may request Family Care
and Medical Leave (FCML) / Pregnancy Disability Leave (PDL) of
up to 12 work weeks in a rolling 12-month period, for any of the
following reasons:
• To care for the employee’s child after birth, or placement of a

child with the employee for adoption or foster care

• To care for the employee’s spouse, child or parent who has a
serious health condition

• For a serious health condition that renders the employee
unable to perform the essential functions of their job.
Extended leaves may be granted through an agreement between

Metro and the Local or General Chairperson of the UTU and are
subject to all provisions of Article 31 of the UTU Contract.
1.103 Long Term Sick Leave (over 30 days)

Operators on long-term sick leave must submit an “Attending
Physician’s Statement” at least every 30 days. (See Rule 1.18)
1.104 Jury Duty

Operators receiving a notice to report as a prospective juror or notice
of a call to jury duty shall provide a copy of the notice to the proper
Metro representative within 3 days from the date of receipt.
Rev. 02/26/07 S
1 1.105 Employee Injured On Duty

Operators injured while on duty shall see the company physician,
and will complete all the required reports on the same day of
occurrence.
general procedures - sop
If the injury is such that a report cannot be made, notify the proper
Metro representative at the earliest opportunity. First aid will be
provided or arrangements for medical attention will be made if
required. Medical attention is authorized at Metro approved medical
facilities. Doctor, hospital, and pharmacy bills associated with an on-
duty injury must be directed to the proper Metro representative.
Operators with Designated Physician forms on file will still be

subject to Metro’s right to provide medical attention to ensure
immediate aid. (See Rule 1.20)
1.106 Personal Safety in Yards, Terminals,

and Other Facilities
To avoid pedestrian accidents in division yards, terminals and other
facilities, adhere to the following yard safety instructions:
When Driving:
• Enter and exit yards, terminals, or other facilities only at
the appropriately marked entrances and exits.
• Make a complete stop at all stop signs, stop lines and

crosswalks if they are occupied
• Adhere to the 8 MPH maximum speed limit, or the

posted speed limit, (slower speeds may be warranted
due to inclement weather or yard conditions)
• Use headlights between sunset and sunrise or when

visibility is poor
• Drive cautiously and watch for moving vehicles

and/or pedestrians
When Parking:
• Park vehicles within the marked lanes
• Keep crosswalks clear
• Watch for persons walking in the yard or facility
• Park only in authorized locations
S Rev. 02/26/07
When Walking:
• Wear a reflective safety vest at all times in the yard or 1
terminal (not while operating a vehicle)

sop - general procedures

• Walk cautiously, never run
• Be alert for moving vehicles

• Cross yard or terminal only in designated pedestrian
crosswalks when possible, if necessary to walk between
parked vehicles or when alighting from a vehicle, be
cautious and look in both directions before stepping out
• Stay out of open traffic lanes when walking through

parking areas (See Rule 1.23, 6.13 & SOP 3.116)
1.107 Earthquake Instructions

Deleted – consolidated with 12.103
1.108 Fire Safety

Deleted – consolidated with 12.104
Rev. 02/26/07 S
This page should be left blank.
Rev. 02/26/07

This section contains specific rules governing the daily duties
and responsibilities required of all Operators under reasonable
conditions. When executing their duties and responsibilities,
rule - operator’s procedures

Operators must exercise good judgment, (protect self and customers
first, then property and when necessary, take steps to deescalate and
manage situations). All such situations must be reported to the
proper Metro representative.
A violation of any part of these rules and / or failure to exercise good

judgment may result in disciplinary action appropriate to the nature
of the offense. (See Rule 1.05)
2.01 Reporting for Duty

When reporting for duty, Operators must be in proper uniform and
fully equipped to work at the time and place determined by their
assignment or as instructed by Metro supervisory personnel.
(See Rules Section 5 & 6)
2.02 Miss Outs

Please see UTU Contract: Article 27, Section 4, Missouts
2.03 Absent Without Permission (AWOP)

Operators who fail to contact the proper on-duty Metro representative
within 8 hours after their scheduled sign-on time are considered
AWOP.
2.04 Badge Reader System

Deleted
2.05 Time Check

Operators must have in their possession while on duty a railroad-
approved watch, maintained in a condition that will insure accurate
time. Operators must check their watches and set them to the correct
time according to the master clock at the division, at the beginning
of each assignment.
2.06 Supplies
Operators must obtain all the supplies required to perform their
assignment and must secure them properly.
(See Rule 1.07, 2.19, 4.13, 8.08 & SOP 1.101, 2.109)
2.07 Routes - Pullout, Pull-in, and Off-route

Operators must strictly adhere to all operating procedures and traffic
laws on all pull out, pull in and off route trips. Operators must
never park or layover in any unauthorized location. Unnecessary
deviations or delays are prohibited. (See Rule 4.12 & SOP 2.114)
Rev. 02/26/07 R
2 2.08 Late / Early Pull-out

Operators pulling out of a division yard, more than ten (10) minutes
late, must notify BOC of reason why they are late. Pulling out of the
division yard earlier than ten (10) minutes of the scheduled pull out
operator’s procedures - rule
time is not permitted, unless instructed to do so by an authorized

2.09 Established Routes

Deviating from established routes is prohibited, unless directed
by law enforcement, fire department personnel, or an authorized
Metro representative. When directed to detour by anyone other than
an authorized Metro representative, Operators must immediately
notify BOC using the appropriate text message from the Detour
menu along with a voice call in either the RTT or PRTT mode,
depending on the circumstances of the deviation. (See SOP 2.114)
Note: Orange Line Operators are to follow all posted detour signs
when directed to detour off the Orange Line Alignment by BOC.
(See SOP 2.114 & 11.106)
2.10 Relief Point

Operators scheduled for relief must not arrive at the relief point
more than 1 minute ahead of the scheduled relief or departure time.
Operators must not wait at the relief point longer than 1 minute
after the scheduled relief time, unless the relief Operator is in sight.
If the relief Operator is not in sight, the Operator scheduled to be
relieved must continue in service and notify BOC.
Operators making relief with a Company Equipment Authorized

(CEA) unit must park the unit in the designated location and hand
the keys to the Operator being relieved. If the bus has not arrived
within 10 minutes after the scheduled time, the relief Operator must
call BOC for instructions.
2.11 Service Delays

Operators must contact BOC via the appropriate text message from
the Detour menu on the ATMS radio when a delay or blockade has
interrupted service for more than 10 minutes or may prevent the
bus from reaching the terminal in sufficient time to depart less than
10 minutes late after scheduled departure time. Also notify BOC
once the delay or blockade has been cleared.
R Rev. 02/26/07
2.12 Running Time 2

Speed must be governed so that Operators arrive at time points
safely and on schedule. DO NOT depart time points earlier than
the scheduled time. DO NOT arrive at time points, relief points or

fare zone checkpoints more than 1 minute ahead of the scheduled
departure time. Running time must be distributed evenly between
time points.
Exercise good judgment in effort to provide timely service. Notify

BOC for authorization before deviating from the schedule. Unless
otherwise instructed by an authorized Metro representative, depart
the terminal/layover at the scheduled time.
2.13 Zone Checks - Announcing Limits &

Inspecting Zone Checks
Clearly announce zone checkpoints and request that customers
have their zone checks ready. Upon arrival at the zone checkpoint,
inspect and / or collect the zone checks to verify proper fares. (See
SOP 2.117, 8.125 & 8.126)
2.14 Turn-Around Loops & Detours - Bus Stops

While operating through detours or on turn around loops, stop at
any intersection where it is safe and allow customers to board and/
or alight. (See SOP 7.109)
2.15 Layover Zone

Follow all procedures for spotting and securing vehicles in layover
zones during the layover period. When layover exceeds 1 minute,
the engine must be turned off. (See SOP 2.118)
2.16 Vehicle Lights at Layover / Terminal

During hours of darkness, the proper interior and exterior lights
must remain on at layovers and terminals unless instructed
otherwise. (See Rule 3.10)
2.17 Noise
Avoid making any unnecessary noise at terminals, layover zones, or
designated division yards.
2.18 Litter
DO NOT dispose of litter except in the proper trash receptacles.
Rev. 02/26/07 R
2 2.19 Unattended Buses

When a bus is left unattended at any location, it must be properly
secured. Do not leave any supplies on the bus. Operators must keep
in their possession all issued supplies (day passes, Metro-Muni
transfers, safety vest, punch, etc.). If the bus is equipped with a

lockable front door, use the lift key to lock it. Return to the bus in
sufficient time to prepare it for service, allow customers to board,
and depart at the scheduled time.
(See Rule 1.07, 2.06, 4.13, 8.08 & SOP 1.101, 2.109, 2.119)
2.20 Announcing Departure from Stations

Ensure that the impending departure has been announced prior to
departing from any station.
2.21 Freeway Emergency - Call Boxes

If a bus becomes disabled on a freeway, if safe to do so, attempt to exit
the freeway at the nearest offramp. If not possible to exit, move to
the right shoulder, secure the vehicle, and notify BOC immediately.
If unable to contact BOC, proceed to the nearest call box and request
that CHP notify BOC. Always wear a safety vest when outside the
vehicle. If bus is stopped in traffic or a left shoulder, remain on the
bus and never attempt to cross freeway lanes on foot to reach a call
box.
(See SOP 2.120 & SOP section 11)
2.22 Operating While Ill or Fatigued

Operators must never operate any Metro vehicle if their ability
or alertness is impaired because of illness, fatigue, or any other
condition that could create a safety hazard. Operators experiencing
such conditions must immediately report the problem to BOC or an
authorized Metro representative.
2.23 Authorized Operators

Except for Metro mechanics, Metro supervisory personnel, and / or
student Operators assigned for instruction, only assigned Operators
may drive Metro vehicles. A violation of this rule is considered gross
misconduct and will result in disciplinary action.
2.24 Transporting Metro Authorized Articles

Operators must carry and deliver articles to the proper destination
when instructed to do so by authorized Metro representatives.
R Rev. 02/26/07
2.25 Lost Articles 2

Unless otherwise instructed by Metro supervisory personnel,
Operators must turn in any article found in a Metro vehicle or on
Metro property, to an authorized Metro representative at the division

on the day the item is found. Articles of importance (medication,
legal documents, etc.) should be reported to BOC at the time that
they are found. Perishable items such as food should NOT be turned
in, dispose of it properly.
2.26 Transporting Animals

Operators must transport service animals in accordance with the
ADA/Metro guidelines. All other animals must be secured in a
suitable carrier. (See SOP 2.122)
2.27 Identification at an Accident Scene

When involved in an accident, Operators must supply law
enforcement officers and all other parties involved with:
• Name
• Badge number
• Division number
• Driver’s license number
• Metro vehicle number
Upon request, Operators must present their current driver’s license

for inspection. (See SOP 2.123)
2.28 Reporting Accidents or Incidents

Involvement in any accident or incident, whether actual or alleged,
must be reported to BOC immediately. If unable to contact BOC by
radio, use the first available telephone.
Any accidents involving a Metro vehicle must be noted on the

Operator’s Vehicle Condition Report Card. The card must include any
defects that may have contributed to the accident. (See SOP 2.123)
2.29 Requests for Assistance

Any request for emergency assistance must be made through BOC
using the appropriate text message from the corresponding menu, a
voice call or a telephone call. Operators may personally request the
assistance of a law enforcement officer located at the scene; however,
notify BOC immediately thereafter. (See SOP 2.124)
Rev. 02/26/07 R
2 2.30 Courtesy Cards

When required to report an accident or incident, make every effort
to obtain as many Courtesy Cards as possible from the customers.
Operators must have an accident kit in their possession while on
duty. The accident kit consists of the following:
• Accident information envelope

• At least 50 Courtesy Cards & 10 pencils (See SOP 2.125)
2.31 Vehicle Accident / Incident Report (SAFE-3)

Any accident or incident, whether actual or alleged, requires a
Vehicle Accident / Incident Report (SAFE-3) at the end of the work
assignment.
Operators must seek guidance from an authorized Metro

representative if a report cannot be submitted on the day of
occurrence. (See SOP 2.126)
2.32 Vehicle Fire

When involved in a vehicle fire, Operators must complete a Vehicle
Accident/Incident Report (SAFE-3). Submit the report to an authorized
Metro representative on the day of occurrence. (See SOP 12.104)
2.33 Striking a Fixed Object or Unattended Vehicle

If a Metro vehicle strikes a fixed object or an unattended vehicle,
a reasonable effort must be made to locate the property owner or
driver of the vehicle. If unable to locate the owner or driver, leave a
note providing:
• Name
• Badge number
• Metro vehicle number
• Metro’s address and phone number
Place the note containing the above information in a visible place

on the object struck and notify BOC immediately. Submit a Vehicle
Accident/Incident Report upon completion of the assignment.
Failure to comply with this rule is considered gross misconduct and
will result in disciplinary action. (See SOP 2.126)
2.34 Holdups, Disturbances, and / or Altercations

Report all holdups, disturbances, and/or altercations to BOC as
soon as it is safe to do so using the appropriate text message from
the Police menu along with a voice call from the ATMS radio.
(See SOP 2.127, Rule & SOP Sections 9 & 10)
R Rev. 02/26/07
2.35 Witness Reports 2

Operators who witness an accident or incident within 50 feet of
their Metro vehicle must report the incident to BOC by sending the
appropriate text message from the Accident menu of the ATMS radio

and if necessary a voice call. Submit a Vehicle Accident/Incident
Report upon completion of their assignment. (See SOP 2.126)
2.36 Confidentiality at an Accident Scene

DO NOT discuss the particulars of any accident or the mechanical
condition of equipment with anyone other than Metro supervisory,
safety or maintenance personnel. Any exchange of information
must take place away from customers. Refer individuals requesting
information or statements to an authorized Metro representative.
2.37 Unenforced Rule Report

Delete-obsolete – change rule to Fare Evasion / Policy Enforcement

Fare Evasion / Policy Enforcement
Never insist upon compliance of Metro policies or payment of fares.
DO NOT create a situation that can jeopardize your safety or the
customers’ safety. Insisting on compliance can lead to altercations.
Quote the policy or fare once and continue in service. (See SOP 2.130)
2.38 Inspection at Division, Terminal, or Layover Zone

The bus must be checked for damage or defective equipment before
leaving the division yard and after arriving at a terminal or layover
zone. This includes checking and removing trash/hazards that
may interfere with customer safety/comfort. Damage or defects
found must be noted on the Operator’s Vehicle Condition Report
Card. Dispose of trash in proper trash receptacles and notify BOC of
hazardous or soiled conditions.
2.39 Seat Belt Requirements

The use of seatbelts and shoulder belts (if equipped) is mandatory
when operating any Metro vehicle or when riding as a passenger in
any vehicle other than a bus. This policy applies to all employees.
As with any other mechanical defect, an inoperable seat belt must be
reported on the Operator’s Vehicle Condition Report Card.
2.40 Bus Change inside Division Yard

Operators who receive a bus change in the division yard during pre-
pullout inspection, or a relief Operator pulling out a replacement
(OK) bus, must log off the ATMS radio on the first bus and then log
on to the replacement bus radio before departing the division.
Rev. 02/26/07 R
2 2.41 Disabled Bus Outside of Division Yard

BOC must be notified immediately whenever a bus becomes disabled
using the appropriate text message from the Mechanical menu of
the ATMS radio and if necessary a voice call also. If mechanical
assistance or a Metro supervisor does not arrive within 30 minutes,

call BOC again and continue to do so at 30-minute intervals until
assistance arrives. If a mechanic arrives and repairs or replaces the
bus prior to the arrival of the Metro supervisor, contact BOC for
instruction. (See SOP 3.102)
2.42 Accepting a Bus Change

Operators must accept a bus change. If the Operator deems the
replacement bus unfit for service, they must notify BOC of the
specific reason and note any defects on the Operator’s Vehicle
Condition Report Card. If safety is not compromised, BOC may
require that Operators accept the replacement bus and continue in
service until another bus can be obtained. In the event the mechanic
fails to bring an Operator’s Vehicle Condition Report Card with the
replacement bus, Operators must contact BOC and request that one
be provided without delaying service.
Operators must call BOC immediately via a voice call if the

replacement bus is not at the designated location at the time the
Operators arrives for the bus change.
2.43 Owl Line-up

Operators, who are scheduled to make connections at the Owl line-
up, must allow transferring customers sufficient time to board their
desired buses. Operators must not depart the line-up location until
directed to do so by an authorized Metro representative.
(See SOP 2.133)
2.44 Owl Connections

While operating Owl Service, every reasonable effort must be made
to ensure customers have an opportunity to transfer to or from
connecting buses. When at a scheduled connection point, if the
connecting bus is not in sight wait at least three (3) minutes before
continuing in service. If the connecting bus is in sight, wait for
transferring customers. Whenever a scheduled Owl connection is
not made, notify BOC. (See SOP 2.134)
R Rev. 02/26/07
2.45 Transfer Connections 2

Operators must ensure that customers arriving at or approaching
a transfer point are given an opportunity to board their buses. At
short-line turnarounds, Operators on a through trip must wait for

short-line buses entering the bus zone.
Operators must abide by any special notations regarding line

connections on the running board (wait 3 minutes), after 3 minutes
if connection is not made, contact BOC and continue in service.
2.46 Completion of Assignments

All scheduled trips must be completed unless otherwise instructed
by an authorized Metro representative, or law enforcement officers.
If directed by law enforcement officers, Operators must notify BOC
immediately using a text message if available if not, initiate a voice call.
2.47 Bus Check Prior to Pull-in

Operators must check the bus for lost articles and / or sleeping
or intoxicated persons upon arrival at the last scheduled bus stop
before a terminal. Customers must never be carried into a division
yard or bus terminal. Operators finding such individuals should use
their best judgment in attempting to awaken them. If unsuccessful,
contact BOC via an appropriate text message from the Police menu
or a voice call for further instructions before pulling in. Also,
check the vehicle for any damages or defects and note them on the
Operator’s Vehicle Condition Report Card.
2.48 Turn-Ins
At the completion of each daily assignment, Operators must turn in
the following:
• Unused and collected fare media

• Any additional required reports (includes “driver’s log” if required)
Operators scheduled to pull-in at the completion of their daily

assignment must turn in the above items as well as the following:
• Unused timetables
• Running board
• Operator’s Vehicle Condition Report Card
2.49 Hours of Driving

Title 13 California Code of Regulations regarding hours of service
governs Metro Operators. Drive time may not exceed 10 hours
without having a minimum of 8 consecutive hours of rest time before
resuming driving a commercial vehicle. Immediately notify BOC
when it is apparent that the completion of an assignment will result in
a violation of the 10-hour rule. Total on-duty time must not exceed 15
hours. (See SOP 2.110, 2.111 & 2.112)
Rev. 02/26/07 R
2 2.50 Exchange of Assignments

Operators may not exchange daily assignments with any other
Operator without first obtaining permission from the Division
Manager or an authorized Metro representative.
2.51 Operator’s Daily Report Card

Deleted – obsolete
2.52 New Rule

Operator’s Daily Log (Driver’s Log)
Title 13 of the California Code of Regulations requires that Operators
exceeding 12 hours on-duty be required to submit an Operator’s
Daily Log at the completion of their assignment. Operators who
engage in secondary employment outside Metro must submit an
Operator’s Daily Log daily regardless of the total combined hours
worked each day.
The total miles driven must be written on the Operator’s Daily

Log. If more than one bus was driven the individual miles for each
vehicle must be recorded and totaled. In the event the odometer
is not working, Operators MUST write; “non-operational” and give
an approximate amount of miles driven in the “miles driven” box.
Information for miles driven may be obtained from division T.O.S.
Failure to submit an accurate and legible Operator’s Daily Log when

required could result in both a fine by CHP and disciplinary action
by Metro. (See Rule 4.20 & SOP 2.110, 2.111 & 2.112)
2.53 New Rule

Operators Claiming Overtime
When claiming overtime, Operators must complete an Operator
Schedule Deviation Form (Trans-57). Unless otherwise instructed
by Metro supervisory personnel, Operator’s, upon completion of
their assignment must go directly to TOS Window to time stamp
the Trans-57 form. The form must be turned in to TOS on the same
day the overtime is being claimed. Prior to turning in the form
to TOS Window, Operator’s must accurately complete all parts of
the form and give a detailed explanation of the reason overtime is
requested. Failure to follow the procedures could be reason to deny
the overtime request. Operators that falsify an overtime claim shall
be subject to disciplinary action up and to termination.
R10 Rev. 02/26/07


This section contains specific standard operating procedures
relating to the responsibility Operators have to carry out the day-
to-day operation of Metro buses under reasonable conditions.
sop - operator’s procedures

Operators must exercise good judgment, (protect self and customers
first, then property, take steps to deescalate and control situations),
when dealing with operating procedures and delivering continual
customer service.

Deleted - Obsolete
2.102 Missouts
To avoid a missout it is recommended that Operators set two alarms (at
least 1 with a battery back up). They should allow enough travel time
in anticipation of a delay while en route to work. (See Rule 2.02)
2.103 Work Run Book

All information related to an Operator’s work assignment can be found
in the Work Run Book. The book is found in the division and is to be
consulted as needed. Any questions regarding the use of the Work
Run Book or the information contained within can be referred to the
division Instruction Department or any Management representative.
Do not forget to check for any changes to an assignment in the Work
Run Book on the corresponding bulletin board.
2.104 Calling for Assignment

When calling for an assignment at the division, Operators must
sign on and give the authorized Metro representative the following
information, in the order indicated below:
When pulling a bus out of the Division:
1. Bus Run Number

2. Line Number
3. Sign-On Time
4. Badge Number
When pulling a bus out of the division, obtain the following items:
• Bus number and location

• Running board
• Day Passes/Metro-to Muni Transfers
• Operator’s Vehicle Condition Report Card
• Zone Checks, if required
Rev. 02/26/07 S
When making relief:

2
1. Work Run Number
2. Sign On Time
operator’s procedures - sop
3. Badge Number
When making relief, an Operator should obtain the following items:
1. Key to the CEA unit, if required

2. Zone Checks, if required
3. Day Passes / Metro to Muni Transfers
2.105 Maximum Sign-on Time before an Assignment

When pulling a bus out of the division, Operators may not sign-on
to an assignment more than 40 minutes before the scheduled sign-
on time. When making relief with a CEA unit, the Operator may
not sign-on to an assignment more than ten (10) minutes before the
scheduled time.
2.106 Running boards

Running boards are to be kept on the bus until the bus is scheduled
to pull in at the end of an assignment and then turned in along with
any left over or collected fare media. Running Boards are identified
by the following colors:
• White–Daily (M-F)
• Yellow–Sunday or Metro recognized legal holiday
• Green–Saturday
• Pink–Temporary
2.107 Not used
2.108 Extra Board

Assignments are marked up in the following manner:
• Assignments are marked in order from earliest to latest
sign-on time

• Assignments are posted daily at 3:00 P.M., (extra board
Operators must check after 3:00 P.M. for the next
day’s assignment)

• Operators rotate 1 to 3 positions daily

• Operators bid for days off based on their seniority
• Extra Board Operators are guaranteed 8 hours pay within

an 11-hour spread time
Rev. 02/26/07
2.109 Supplies / Equipment 2

Along with the items issued daily by an authorized Metro
representative, Operators must also have the following:

• Valid CA Drivers License (appropriate class
and endorsement)
• Valid VTT Card (original – no photocopies)
• Valid Medical Card
• Metro Employee Badge
• Safety Vest
• Wheelchair lift & DLX keys
• Rulebook / SOP
• Transfer Punch
• Accident envelopes, 50 Courtesy Cards, & 10 pencils
• Coin return envelope
• Current Map, Route, and Stop sheets
• Current Destination Code sheets
• Line Schedules, timetables, advertisement / service
pamphlets
Extra Board Operators must have in their possession a current map,

route, and stop sheets for each line operating out of their Division.
(See Rules 1.07, 1.12, 2.06, 2.19, 4.13, 8.08 & SOP 1.101)
2.110 Hours of Service

The California Code of regulations regarding hours of service
governs Metro Operators. Operators may bid runs and trippers
with a total daily “work time” not exceed eleven, (11) and forty, (40)
minutes within a fifteen, (15) hour period. Operators must have
eight (8) consecutive hours off duty rest time.
(See Rule 2.49 & 2.52)
2.111 Work Time

Work time starts when an Operator begins to work (sign-on time)
and ends when the Operator is relieved from all responsibilities for
performing work (sign-off time). (See Rule 2.49 & 2.52)
2.112 Driving Time Restrictions & Operator’s Daily

Log Requirements
Title 13 of the California Code of Regulations (CCR), Section 1212
Drivers Hours of Service, applies to all commercial motor carriers
and operators. Operators are subject to the following requirements
regarding drivers’ hours of service:
• Any commercial operator with 12 or more hours on-duty

time, either in Metro service or a combination of Metro and
outside employment, shall be required to submit an
Operator’s Daily Log
Rev. 02/26/07 S
• If operating a commercial vehicle, an Operator’s Daily

2 Log is required on the twelfth hour of on-duty time. Under
no circumstances shall on-duty time exceed 15 hours
• Operation of a Metro noncommercial vehicle, (CEA unit,

pickup truck, etc.), or any other vehicle not defined in CVC
34500 will not be considered as drive time; however, the
time will be considered as on-duty time
• If an Operator remains seated in the operator’s seat during

the layover or recovery time, this will be considered as
driving time
• If an Operator departs the operator’s seat or bus during a

layover or recovery time, this will be considered as
on-duty time
• Title 13CCR Section 1212(3), relief point, does not allow an

operator of a commercial vehicle to regularly exceed the 10-
hour driving rule
• A commercial vehicle operator can remain on duty up to 15

hours; the aggregate drive time shall not exceed 10 hours
within that 15-hour period.
• A commercial vehicle operator will not drive for any period

after being on-duty for 80 hours in any 8 consecutive days.
• Operators must submit, when required, an accurate,

complete and legible Operator’s Daily Log. The log must be
submitted at the end of the assignment
• Operators whose daily assignment requires the submission

of the Operator’s Daily Log will keep with them the logs for
the previous (7) seven consecutive days; weekends and
vacations can be shown in the aggregate on one log
• Operators who are employed outside of Metro must submit

the Operator’s Daily Log each day and are not eligible for
10 (ten) minutes pay time for completing the log
(See Rule 2.49 & 2.52)
2.113 Biddable Trippers

A regular Operator may bid only 1 biddable tripper per day, which can
be worked either before or after their regular run, provided there is no
violation of driving time regulations in Title 13CCR. (See 2.112)
Rev. 02/26/07
2.114 Off Route (Diverting from Established Routes) 2

Operators are usually notified in advance of any blockades or unusual
conditions that will cause buses to be diverted. However, there is
always the possibility that a situation may arise without warning

and with no authority at the scene. At such times, in the interest of
providing good customer service (limiting delays), Operators may
divert from the established route using the following procedures:
• Exercise caution and good judgment

• Notify BOC using the appropriate text message from the
Detour menu and if necessary a voice call

• If familiar with the area, and a safe route is known, divert
and notify BOC of route used

• Before diverting, notify customers of what you are going
to do and given them an opportunity to alight if they
so choose

• If unfamiliar with the area, do not divert, call BOC and
wait for further instructions (See Rule 2.07, 2.09 & 4.12)
2.115 Relief Point

Operators who are scheduled for relief must not arrive at the relief
point more than 1 minute ahead of the scheduled relief time. Prior
to surrendering the bus to the relief Operator, the Operator being
relieved must:
• Complete all fare transactions

• Notify relief Operator of any conditions affecting service,
(vehicle defect or detour)
• Secure the bus, gear selector in neutral and parking

brake set
• Turn on all interior and exterior lights
• Open the front door and activate the rear door
• Activate hazard lights
• Sign off ATMS radio
The Operator making relief must sign on to the UFS fare box and
verify sign on to the ATMS radio and perform an in-service safety
inspection, as described in SOP 3.102.
Rev. 02/26/07 S
If the bus has not arrived at the relief point within ten (10) minutes
2 after the scheduled time, the relief Operator must call BOC for
instructions. An Operator who is not relieved as scheduled must not
wait at the relief point longer than one minute beyond the scheduled
departure time, unless the relief is in sight. If the relief is not in sight,
the Operator must continue in service and notify BOC.
When using a CEA unit to make relief, an Operator is required to use

the seatbelt according to California State Law / Metro policy, and must
comply with the Metro Smoking Policy. The relief Operator must park
the vehicle at the designated location (as found on route sheet), secure
the vehicle and give the keys to the Operator being relieved. If the
CEA unit cannot be parked at the designated location, the Operator
being relieved must be informed of the exact location of the vehicle.
Operators must never park a CEA unit on private property unless
so specified in the route sheet or directed to do so by an authorized
Metro representative or Law Enforcement personnel. However, the
Operator may exercise prudent judgment should an emergency arise.
When more than one Operator is being relieved, the keys shall be
given to the Operator designated by the Work Run Book as the driver.
(See Rule 2.10, 3.03 and SOP 2.119 & 3.102)
2.116 Service Relays

BOC may set up a service relay when a bus is running so late that
it cannot reach its terminal to depart on time. A service relay works
as follows:
• Division sends an Operator in a relay bus to the terminal the

late bus is approaching
• Relay bus departs the terminal at the scheduled time, (both

buses are in service, working toward each other)
• Buses meet, stop, Operators secure their buses, take their

equipment, walk across the street and exchange buses
The Operator who was late is back on schedule. The relay Operator,
now driving the late bus, continues in service to the terminal.
After arriving at the terminal, the relay Operator contacts BOC for
instructions. A service relay allows for all stops to be serviced and
all trips to be completed.
The relay Operator should have the following items and information:
• Bus Run number of the late bus. (The relay bus will use the
same bus run number)
• Bus number of the late bus
• Destination sign to be used
• Scheduled departure time from the terminal
• Approximate location where the buses will meet.
Rev. 02/26/07
2.117 Zone Checks – Announcing Limits and 2

Collecting Zone Checks
Fare information, zone limits and instructions on the collection
of zone checks are found on the back of the route map. Proper

procedures at zone check locations are as follows:
• Announce fare zone limits at least 1 block prior to arrival and

request that customers have their zone checks ready for
inspection
• Do not arrive at the fare zone limit location more than

1 minute prior to the scheduled departure time

• Bus must be properly secured before leaving the driver’s seat
to inspect or collect zone checks
• When collecting zone checks follow specific procedures as

indicated on back of route map
• If a customer does not have the proper zone check, quote

the correct fare and politely request that the customer deposit
the amount due in the fare box. The matter must not be
pursued beyond a one-time quote. If a dispute arises,
report the incident using the UFS fare box
• Return to the Operator’s seat, open front door, allow

customers to board only after all zone checks have been
inspected or collected (See Rule 2.13 & 7.06)
2.118 Layover Zones

When arriving at a layover zone, pull the bus forward to the foremost
position. If the bus has to be left unattended before moving into the
foremost position, exercise good judgment, allow sufficient space
for the next bus entering the zone. When parked at a layover zone,
Operators must:
• Secure the bus, (transmission in neutral, wheels curbed; if

applicable & parking brake on

• Engine off

• Ensure that the bus is clear of intersections, driveways,
alleys, or crosswalks and is not otherwise creating a
safety hazard
• Check the interior for sleeping customers
Rev. 02/26/07 S
If the Maintenance Department has attached a “Do not shut

2 off engine” tag to the instrument panel, the engine should be
kept running. Operators are to notify BOC of the maintenance
department’s instructions before arriving to a terminal / layover for
instructions on where to layover with engine running. Operators

are not required to remain in the driver’s seat provided the bus has
been properly secured.
Operators taking a scheduled layover may keep the bus doors closed
except under the following conditions:
• When scheduled layover is en route, customers are on board

and the bus is left unattended
• When customers who have boarded on a turnaround loop

wish to remain on board, and the bus is left unattended
• During times of inclement weather (rain, excessive heat,

etc.) allow customers to board while at the layover.
(See Rule 2.15, 2.19& SOP 2.119)
2.119 Unattended Vehicles

Any Metro vehicle left unattended at any location will be secured
as follows:
• Gear shift selector in neutral

• Wheels curbed (if applicable)
• Parking brake set
• Engine off
For added securement the wheels should be curbed as follows:
• Downhill
Steering wheel should be turned clockwise to the maximum,
gear selector in neutral, right front tire against the curb, and
parking brake set. Back the bus off the curb (enough to take
rubber off the curb), prior to straightening the wheels to
prevent damaging the tire tread.
• Uphill
Steering wheel should be turned counterclockwise to
the maximum, gear selector in neutral, right front tire
against the curb, and parking brake set.
Rev. 02/26/07
• Level ground
Steering wheel should be turned clockwise to the maximum, 2
gear selector in neutral, right front tire against the curb,
and parking brake set. Back the bus off the curb (enough

to take rubber off the curb), prior to straightening the wheels
to prevent damaging the tire tread.
• No Curb
Front wheels turned clockwise to the maximum, parking
brake set, whether parking on a downgrade, upgrade or on
level ground
Off Street Terminal / Layover Zone - Park in designated lane, parking

brake set, gear selector in neutral, front wheels against concrete
wheel barriers, (if present). Use caution when entering lane, check
that concrete wheel barriers have not been displaced from their
original setting or that there are no other hazards to interfere with
front clearance of the bus. (See Rule 2.19, 3.32 & SOP 2.118)
2.120 Freeway Emergency Call Boxes

When a bus becomes disabled on the freeway, the Operator must
use caution while moving to the shoulder and must notify BOC as
soon as it is safe to do so. If the bus radio is inoperable, the Operator
can summons assistance using one of the freeway emergency call
boxes. Call boxes are spaced approximately 1/4 mile apart along the
freeway, and they are equipped with telephone handsets connected
directly to the CHP.
An Operator must use caution when walking to or from the nearest

call box and must never walk across traffic lanes in order to get to a
call box. The Operator should give the CHP Operator their location,
direction and the call box number, and request that the following
information be relayed to BOC:
• Badge number
• Line number
• Bus run number
• Bus number
• Nature of the problem
• Number of passengers, if any
If bus a bus becomes disabled in a traffic lane on the freeway and

cannot be moved safely to the shoulder, activate hazard lights, remain
on board and wait for assistance from the CHP or an authorized
Metro representative. For safety purposes, request customers to sit
towards the front foremost area of the bus. (See Rule 2.21)
Rev. 02/26/07 S
2 2.121 Lost Articles

Any lost articles found on any Metro vehicle or property should be
turned in at the completion of an assignment.
• Turn in found article(s) to an authorized Metro representative,

along with a completed “Lost Article” tag
• If found by a customer, attempt to obtain the customer’s

name, (include it on the Lost Article tag)
• Do not attempt to contact the owner to return a lost article

unless instructed by an authorized Metro representative

• Important articles (medication, legal documents, etc) should
be reported to BOC as soon as they are found (See Rule 2.25)
2.122 Animals on Board the Bus

Animals may be transported on Metro buses if enclosed in a suitable
carrier. The carrier size must not interfere with the comfort or
convenience of other customers. Transporting any animal(s) outside
of a suitable carrier is prohibited, except for service animals.
• Guide Dogs
Assist persons with visual impairments; guide dogs vary in
size and breed and are not required to be muzzled
• Guide Dog Puppy

Puppy being trained as guide dog, (breed and size vary);
trainer may use an experienced guide dog to help train
the puppy, both animals and trainer may ride without paying
a fare
• Signal / Service Animals

Dogs, monkeys, pot-bellied pigs, birds, miniature horses,
or cats perform tasks for individuals with other disabilities.
If it is not readily apparent that the boarding animal is a service

animal (e.g., guide dog harness, or no other markings, etc.) ask the
customer if the animal is a pet. If the customer affirms that the
animal is a pet, inform them of Metro’s policy for transporting pets,
(as stated in first paragraph). A service animal is trained to be calm
and should always be under the control of its owner.
Rev. 02/26/07
If the customer states that the animal is a service animal, Operators

may ask what service the animal has been trained to provide, (never 2
ask the customer questions concerning the nature of their disability).
Operators must allow the customer with a disability to board without

requiring them to produce any special pass, tag, identification
photograph, license or certification for the service animal.
If the Operator has reason to believe the animal represents a threat to

their safety or the safety of the customers, notify BOC immediately
and await instructions. If the animal poses an imminent peril
or threat on the bus (e.g., has bitten another passenger) open all
doors and allow customers to alight the bus. Request the owner /
handler to take control of the animal and remove it from the bus,
request assistance from BOC if necessary. A customer must have
full control of their animal. If the customer requires assistance in
handling the animal when boarding, the customer is considered not
to have full control and should not be allowed to board. If the animal
is on a leash, the leash must not exceed 6 feet (L.A.M.C. Section
53.06.2).

A disabled customer and a service animal may use the wheelchair
lift together as long as the handler can safely control the animal
while it is on the lift.
Operators must notify a customer attempting to board with a

service animal if there is another animal on board. Although
service animals are trained to be non-aggressive, there is always the
possibility of aggression between any two animals. The boarding
customer should be allowed to make the final decision to board the
bus or not. (See Rule 2.26)
2.123 Procedures at the Scene of an Accident / Incident

Operators are the first responders at the scene of an accident/
incident and therefore must direct their actions and serve as a guide for
the customers until a Metro Supervisor, law enforcement or emergency
medical personnel arrive to take over the scene. The following
procedures are to be followed when involved in an accident or incident:
• Stop the bus at the first available safe location
• Protect yourself and passengers from hazards
• Check for signs of fire
• Check for injuries among all parties involved
• When it is safer to evacuate the bus, than not, do so,

otherwise request customers to remain on board
• Attempt to extinguish any fires if possible, without taking

undue risks
Rev. 02/26/07 S11

• Notify BOC with the appropriate text message from a

2 corresponding menu or if necessary a voice call in
the PRTT mode on the ATMS radio
If there are injuries, protect the injured person(s) without attempting

to move them. Operators should not ask anyone if they need an
ambulance, notify BOC that an ambulance is required whenever
a medical emergency is obvious or when a person involved in the
accident or incident requests an ambulance.
If an ambulance / paramedics respond to an accident or incident,

record the following information:

• The time of arrival
• The agency’s name and unit number
• The name of any person transported or treated on scene
• The hospital to which any person involved is transported to
When injuries are evident, do not move the bus unless directed
to do so by law enforcement personnel or an authorized Metro
representative. If an accident involves the wheelchair lift or ramp,
do not cycle the lift or ramp without authorization from a proper
Metro representative. Operators involved in an accident or incident
must submit the Transit-Safe Accident / Incident Report (SAFE-3)
on the day of occurrence. In order to submit complete and accurate
SAFE-3 reports adhere to the following procedures:
• Attempt to obtain the name(s) and address of the owner,

driver, and passenger(s) of any other vehicle involved
• Attempt to obtain drivers license number(s) and insurance

information from the other parties
• Issue courtesy cards to all customers aboard the bus, and to

any pedestrians or other persons who may have been in a
position to witness the accident or incident
• Write “non-customer” across the top of any card(s)

returned by persons who were not aboard the bus

• Note the names, badge numbers, and agency affiliation of
any Law Enforcement personnel responding to the accident.
Obtain the report number, if available.
Should members of the news media arrive at the scene before an

authorized Metro representative, make no comments relative to the
particulars of the accident or incident. Inform BOC of the presence
of news media personnel and refer all questions to Metro’s News
Bureau. (See Rules 2.27—2.36)
Rev. 02/26/07
2.124 Assisting Metro Employees 2

Metro personnel at the scene of an accident or incident should
identify themselves and render assistance to fellow employees as
needed. All requests for assistance should be made through BOC.

If the bus radio is inoperable, BOC may be contacted by telephone
at: 1-(800)-252-9292 or 1-(213)-922-6111 (See Rule 2.29 & 9.06)
2.125 Courtesy Cards

Operators are required to have 50 courtesy cards and ten pencils.
Operators are to make a reasonable attempt to collect as many
courtesy cards as possible whenever involved in an accident or
incident. This includes collecting cards from persons who may
have witnessed the accident or incident but were not on the bus,
write “non-customer” on the top of these cards. Collecting courtesy
cards helps both the Operator and Metro limit liability claims.
When requesting the customers to fill out Courtesy Cards, Operators

should be courteous and professional. When issuing Courtesy
Cards begin at the rear of the bus and ask: “Would you please fill
out this card?”
As the cards are collected, check that they are legible and at minimum
contain the customers name and either a phone number or address.
If the minimum information on the cards is not complete or legible,
the Operator may request the information from the customer to
correct the card. Operators may assist customers in filling out the
cards, if necessary.
If Operators exhaust their supply of courtesy cards or don’t have

them available, the customer’s information can be collected on any
other type of writing material available. Follow the same procedure
for checking information as with courtesy cards. (See Rule 2.30)
2.126 Vehicle Accident / Incident Report (SAFE-3)

Operators must submit the Transit Safe - Vehicle Accident / Incident
Report (SAFE-3) to an authorized Metro representative whenever they
are involved (actual or alleged) in an accident or incident. Provide
a report that is complete and accurate on the day of occurrence.
Submitting a report that is incomplete or inaccurate may affect the
decision as to whether or not the accident is avoidable.
Submit all collected Courtesy Cards in the accident information

envelope along with the SAFE-3 report. The SAFE-3 report, Courtesy
Cards and the accident information envelope, are documents, which
may be used in legal proceedings. (See Rule 1.06, 2.27, 2.28, 2.30, 2.31,
2.33 & SOP 2.125)
Rev. 02/26/07 S13

2 2.127 Holdups, Disturbances or Altercations

In the event of a holdup, altercation, disturbance or other situation
that threatens safety or presents the need for a police response, or
upon observing the presence of suspicious persons on or about
Metro vehicles or property, Operators should adhere to the following

procedures:
• Come to a stop at the first safe location unless instructed not

to or to do otherwise
• Remain calm, be observant
• Offer no resistance, except in self-defense
• If possible, open all doors so customers who wish to alight

may do so
• If safe to do so, send the appropriate text message from the

Police menu and press the PRTT button on the radio, explain
the situation and / or suspect(s)
• If it is unsafe to use the radio, activate the SAS
During a holdup, disturbance, or altercation exercise good judgment,

placing the highest priority on personal safety and the safety of
customers. Operators should inconspicuously observe the subject(s),
to later be able to provide a description, physical characteristics, and
mode of operation. Physical characteristics that are important to
remember include:
• Approximate height, weight and age

• Ethnicity (Asian, Black, Hispanic, White, etc.)
• Complexion (dark, light, pale, freckled, etc.)
• Hair (black, brown, blonde, long, short, etc.)
• Eyes (blue, green, brown. etc.)
• Marks, scars, or tattoos
• Distinguishing speech characteristics (quick, slow, nervous,
stutter, etc.)
• Style of dress (clothing)

Observe the type of weapon used, if any, and note whether the
weapon is held in the right or left hand. Attempt to remember the
nature of any words exchanged between subject(s) and customers, or
between subject(s) and the Operator. If the subject(s) exits the bus,
observe the direction of travel and the mode of transportation (auto,
bicycle, on foot, etc.). If departure is in another vehicle, take note
of the make, model, color, year, and license number of the vehicle.
If law enforcement personnel respond to the emergency situation
while the bus is in motion it is recommended that Operators follow
these procedures:
Rev. 02/26/07
• S – Stop the bus 2

• L – Lights – outside off / inside on
• O – Engine Off

• W – Walk to Officers
Should members of the news media arrive at the scene before the
arrival of an authorized Metro representative, Operators should not
make any comments relative to the particulars of the accident or
incident. Inform BOC of the presence of news media personnel
and refer all questions to Metro’s News Bureau. (See Rule 2.27 – 2.31,
2.34, 2.36, 4.02, Rule Section 10 & SOP 2.125, 2.126, Section 10)
2.128 Miscellaneous Reports

Miscellaneous Reports are for miscellaneous inquiries / requests
such as reporting any incidents concerning an Operator’s CDL,
requesting personal time off, etc…or any topic for which there
is no official form. It is to be submitted to the authorized Metro
representative at the division. They are NOT to be used for Transit-
Safe (SAFE-3 or SAFE-7) incidents.
2.129 Report of Unsafe Condition(s) or Hazard(s)

Any urgent situation(s), unsafe condition(s) or hazard(s) encountered
any time while on duty should be reported in a timely manner using
the appropriate text message from the corresponding menu on the
ATMS radio and / or a voice call (RTT or PRTT). In the division this
can be reported using the Transit-Safe - Report of Unsafe Condition
or Hazard Report (SAFE-7) to an authorized Metro representative.
The following are examples of such conditions:
• Potholes
• Rough or broken pavement
• Low wires
• Overhanging branches
• Any other unsafe condition (See Rule 3.37& SOP 3.137)

Delete-obsolete – change SOP to New SOP:

Instances of fare evasion should be recorded through the Universal
Fare System (UFS) as described in Section 8 (Fare Collection) of
this manual. Failure to comply with policies governing customer
behavior (smoking, eating, drinking, etc) should be recorded by
sending the appropriate text message from the corresponding
menu from the ATMS radio as described in Section 7 (Operator /
Customer Relations) of this manual.
Rev. 02/26/07 S15

Remember to treat all customers fairly and equally, keep your safety
2 and the customer’s safety a priority when making a reasonable attempt
to collect fares and / or enforce Metro policy. When dealing with
these situations remember that non compliance from the customer
should not trigger a confrontation that may interfere with service.

Simply record/report the incident and continue in service.
In addition to reporting incidents using the appropriate text message

from the Police menu on the ATMS radio, chronic offenders must
also be reported by submitting a Police Service Request (PSR) report
(See Rule 2.37)
2.131 Schedule Problems (reporting)

Operators who encounter consistent scheduling problems, such
as overloads, insufficient running time, missed connections, etc.,
should file the appropriate report to management personnel to be
forwarded to the scheduling department.
2.132 Storage Location Procedures

(Obsolete-deleted)
2.133 Owl Line-Up

Metro supervisory personnel will release the scheduled owl lineup
in the downtown Los Angeles area. If a Supervisor is not present
or BOC has not released the lineup, Operators must call BOC for
instructions. DO NOT depart the lineup until all customers at the
lineup location have boarded. (See Rule 2.43)

Operators must check the running board for special notations
regarding line connections. If the connecting bus is in sight, wait for
it to arrive and allow customers time to transfer. If the connecting
bus is not in sight after 3 minutes, depart the transfer point. If any
uncertainty exists, contact BOC for instructions. Notify BOC of any
missed owl connection. (See Rule 2.44)
Rev. 02/26/07

This section contains specific rules governing the safe operation
of Metro vehicles and equipment under reasonable conditions. At
times, situations not covered by these Rules and SOPs may arise. In
rule - vehicle operations

these instances, Operators must exercise good judgment, (protect
self and customers first, then property, take steps to deescalate
and control situations). All such situations must be reported to the
proper Metro representative. A violation of any part of these rules
and / or failure to exercise good judgment may result in disciplinary
action appropriate to the nature of the offense.
3.01 Pre-Pullout Safety Inspection

As per Federal, State and Metro requirements, Operators must
perform a pre-trip safety inspection. This includes cycling the
wheelchair lift / ramp in the designated wheelchair equipment test
area. As per ADA regulations, the wheelchair securement devices
must be both visually and physically inspected for proper operation.
Any safety defects or malfunctions affecting wheelchair lifts, ramps,
securement devices, or any other safety defects found must be
reported to the Maintenance Department prior to leaving the yard.
Also note defects on the Operator’s Vehicle Condition Report Card.
(See Rule 3.02 & SOP 3.101 & 3.103)

3.02 Operator’s Vehicle Condition Report Card
Once the pre-pullout safety inspection is done, complete the
Operator’s Vehicle Condition Report Card. This must be done
prior to pulling the bus out of the division yard. The completed
Operator’s Vehicle Condition Report Card must be placed in the
receptacle provided on the bus. (See Rule 3.01 & SOP 3.101 & 3.103)

3.03 In-Service Safety Inspection
When making relief or when receiving a bus change outside of
the division yard, inspect the bus for damage or safety defects.
The Operator assuming control of the vehicle must complete the
Operator’s Vehicle Condition Report Card. The Operator being
relieved must notify the relief Operator or the mechanic conducting
the bus change, of any known damage or safety defect. If necessary,
BOC must be notified and each party must submit the appropriate
report, as directed by the proper Metro representative. Operators
must contact BOC immediately using the appropriate text message
from a corresponding menu, if any damage or safety defect is found
after leaving the relief point or the location where the bus change
occurred. (See SOP 3.102)
Rev. 02/26/07 R
3 3.04 Operation within Division Yard / Off Street

Terminal / Station
At any division yard, off street terminal, or station, vehicles must
be operated at a safe speed according to conditions, but never to
vehicle operations - rule
exceed 8 miles per hour, or the posted speed limit, whichever is less.
Operators must stop at all crosswalks and obey all safety stops within
the division yard, terminal, or station. This applies to all vehicles,
including CEA units. At locations where there is a Service Director
present, buses shall be governed by their instructions / directions.
(See SOP 3.139 & 3.142)
3.05 Tampering with Equipment

Operators must not attempt to obstruct, adjust, alter, or tamper with
the position or normal operation of any Metro equipment including,
but not limited to, lifts / ramps, fare boxes, door mechanisms, radios,
alarm, or camera systems.
Unless directed to do so by an authorized Metro representative,

Operators must not place or attach any newspaper, cardboard or
other objects to any portion of the cameras, windshield, driver’s side
window, dashboard, divider (modesty panel) behind the Operator’s
seat, nor attach wires, hooks or clips to any Metro vehicle. The view
of the cameras must never be obstructed in any way with any item.
Operators finding such objects attached to any vehicle / equipment
must notify BOC and submit a Miscellaneous Report describing the
condition.
The vehicle must never be purposely operated in such a manner that

the normal function of the vehicle and its equipment is damaged
nor is the equipment prevented from functioning as it was intended
to do so. (See Rule 8.02)
3.06 Signs
Operators must display the proper bus run number, destination,
route, and public relations (P/R) sign at all times, unless directed
otherwise by an authorized Metro representative. When operating
out of service on a pullout, pull-in, or off-route trip, the Operator
must enter the proper route and destination code to display a “Not
in Service” headsign, along with the route number.
Temporary signs, (dash signs), when authorized, must not be located

in a position that interferes with the Operator’s vision. Operators
are not permitted to display or place in view of customers, any
unauthorized sign(s) or display(s). (See SOP 3.104)
R Rev. 02/26/07
3.07 Starting / Stopping of Engines 3

Operators must not start engines more than 1 minute prior to the
scheduled departure time from a terminal or layover zone. Engines
must be turned off at layover zones when layover time exceeds more

than 1 minute. If the Maintenance Department has attached a “Do
not shut off engine” tag to the instrument panel the engine should
be kept running and Operators are to notify BOC of the Maintenance
Department’s instructions before arriving to a terminal / layover for
instructions on where to layover with engine running. Operators
are not required to remain in the driver’s seat provided the bus has
been properly secured.
In the division yard, engines must not be started more than twenty (20)
minutes before the scheduled pull out time. (See SOP 2.118 & 3.105)
3.08 Air Pressure

Operators must not engage the transmission or move the bus when
air pressure is less than 100 pounds per square inch (psi) in both
the primary and secondary systems. (See SOP 3.106)
3.09 Parking / Emergency Brake

Except in an emergency, such as failing service brakes, allow the bus
to come to a complete stop before setting the parking / emergency
brake. Conduct a complete brake test prior to leaving the division
yard. (See SOP 3.101)
3.10 Use of Lights

Headlights, clearance lights and taillights must be on during hours
of darkness, which are from ½ hour before sunset to ½ hour after
sunrise; or at any other time when there is not enough light to clearly
see any person, vehicle or object at a distance of 1,000 feet. During
these hours, all interior and destination sign lights must be turned
on, in or out of service. In addition, as required by law, whenever
the windshield wipers are needed the headlights must be on.
Operators must not use high beam headlights when following

a vehicle at a distance less than 300 feet or when approaching an
oncoming vehicle at a distance less than 500 feet. High beam
headlights must never be used to signal another vehicle.
Interior lights may be turned on during daylight hours at the

Operator’s discretion when the interior of a bus is darkened due
to inclement weather, or when shaded streets and / or tinted bus
windows reduce inside lighting to the point where normal vision is
impaired. The interior lights must be turned on at all times when
operating through tunnels
Operators must test all lights 1 hour before sunset so if it is necessary,

a bus change can be made before lights are needed. (See Rule 3.17,
11.04 & SOP 3.101, 3.107)
Rev. 02/26/07 R
3 3.11 Tires
Except when curbing wheels for proper securement, ensure that the
tires of any Metro vehicle do not contact the curb or any object that
could damage them. If tires are damaged, note the damage on the
Operator’s Vehicle Condition Report Card and complete a Vehicle

Accident / Incident Report (SAFE-3). In the event of low air pressure,
or a flat or damaged tire on any Metro vehicle, immediately stop the
vehicle in a safe place and notify BOC using the appropriate text
message from the Mechanical Problem menu.
3.12 Backing the Bus

DO NOT back a bus unless at an off street terminal. If it becomes
necessary to back up a bus while operating in traffic, use a reliable
guide (another Operator, Supervisor, Law Enforcement Officer) and
exercise good judgment. (See SOP 3.108)
3.13 Parking
DO NOT park any Metro or private vehicle in other than an authorized
location within a division yard, terminal, or layover zone location.
3.14 Vehicle Cleanliness

Check the interior of all Metro vehicles for cleanliness prior to
pulling out of the division yard. If the vehicle is not clean, report
the condition to the Maintenance Department. Once in service,
check the bus at each terminal or layover zone to ensure that the
interior of the bus remains clean and free of debris. Paper and
other trash must be deposited in the proper receptacle. If the bus
becomes soiled to the extent that it may cause damage to clothing
or discomfort to customers, contact BOC with the appropriate text
message from the Mechanical Problem menu.
3.15 Ventilation
The climate control switch (A/C) must be in the “on” position
when operating in service. When the vehicle is equipped with
an adjustable temperature control it should be adjusted to a
comfortable setting for the customers. If the climate control
system fails, exercise prudent judgment in ventilating the bus.
The emergency rooftop exit can be opened for ventilation.
Never open the front doors for ventilation while the bus is in
motion. Note all ventilation system defects on the Operators’
Vehicle Condition Report Card. (See SOP 3.109)
3.16 Proper Use of Vehicle Controls

Operators must handle all vehicle controls in a smooth and
efficient manner to ensure customer safety and comfort. Under
no circumstances will the rear door interlock be used for braking
purposes.
R Rev. 02/26/07
3.17 Use of Windshield Wipers 3

Whenever wipers are needed, both wipers must be used. In addition,
as required by law, whenever the windshield wipers are in use, the
headlights must be on. (See Rule 3.10)

3.18 Directional Signals
Operators must use proper directional signals to indicate any
intended change of direction, such as:
• Turning
• Negotiating bus zones
• Stopping for railroad tracks (4-way flashers)
• Changing lanes
Arm signals may be use in addition to directional signals if necessary.

When leaving a bus zone, the left turn signal must not be activated
until the last customer has boarded or alighted and the doors are
securely closed. (See SOP 3.151)
3.19 Gauges and Indicator Lights

Observe the gauges and indicator lights at frequent intervals to ensure
that all systems are functioning properly. The air pressure gauge must
be observed to make certain that sufficient air pressure is maintained
to properly operate the brakes. View of gauges and indicator lights
must not be obstructed. (See Rule 3.08 & SOP 3.101)
3.20 Mirrors
Verify that all mirrors are properly adjusted before operating the
vehicle. Be attentive to the changing driving conditions around the
bus and the customer movement on the bus by routinely checking
the appropriate mirrors. Check the mirrors as you drive forward,
change lanes, pass moving and parked vehicles, obstructions/
hazards, navigate narrow lanes, etc. Scan and/or focus on the
appropriate mirror(s) according to the conditions for the task you
are performing.
If a convex mirror is not present or falls off, the vehicle is still suitable
for operation. If you are in the division yard contact the maintenance
department for a replacement or if you are on the street request a
replacement from BOC via the radio and continue in service until
met by a mechanic or supervisor. (See SOP 3.114)
3.21 Following Distance

Allow proper following distance between any Metro vehicle
and the vehicles ahead to permit a safe, controlled stop. Use
the 4 or 5-second (plus) following distance rule as applicable
to your Operation. (See Rule 11.02 and SOP 3.128 & 3.158)
Rev. 02/26/07 R
3 3.22 Operating Speed

Maintain a safe speed when operating any Metro vehicle. Safety
must never be sacrificed for schedule adherence. Use caution when
operating in high volume traffic areas, busy business districts or any
other congested areas. The speed of the bus must be governed to

avoid unnecessary use of brakes.
DO NOT exceed posted speed limits at any time. Posted freeway

off ramp speeds are recommended for automobiles only, therefore,
the speed of the bus must be reduced by a minimum of 10 MPH or
more of the posted speed, depending on the conditions. Reduce the
speed of the bus to ensure the safety and comfort of the customers
as well as the safety of the bus when making turns, approaching
intersections, and operating through curves and dips.
(See Rule 11.03, 11.06 & SOP 3.116 & 11.101)
3.23 Operating Under Control

“Operating under control” means that the vehicle must be operated in
such a manner that a safe stop can be made with a normal application
of the brake, at all times. DO NOT conduct any transactions
requiring the removal of both hands from the steering wheel while
the vehicle is in motion. DO NOT assume any unnatural or unsafe
driving position or engage in any activity that could interfere with
the proper observation of traffic or the safe operation of the vehicle.
(See Rule 3.24, 3.25 & SOP 3.119)
3.24 Attention While Driving

When operating any Metro vehicle, Operators must devote full attention
to driving and traffic conditions. DO NOT engage in any unnecessary
conversation while operating the bus. Operators are prohibited from
reading newspapers, books, letters, or other written material while
operating any Metro vehicle. (See Rule 3.23, 3.25 & 7.05)
3.25 Improper Driving Position

Operators must not use any part of the dash, side panel, or fare
box as a footrest, nor assume any other unsafe or unnatural driving
position(s), while operating any Metro vehicle. Seat and mirrors
should be adjusted to attain an ergonomically correct, and safe
position. (See Rules 3.23 & 3.24 & SOP 3.113)
3.26 Intersections / Crosswalks (Gridlock)

When approaching an intersection, scan ahead, determine that
there is sufficient room far side to allow complete clearance of the
intersection and marked crosswalk before proceeding through the
intersection. This rule shall also apply when making turns.
(See SOP 3.128)
R Rev. 02/26/07
3.27 Traffic Signals 3

Only enter intersections when safe and legal to do so. When
approaching a signal-controlled intersection, Operators should be
operating under control, with their foot over the brake pedal, prepared

to stop if the light changes to red. Be alert for changing traffic signal,
pedestrian activity, and other vehicles in the intersection.
(See Rule 3.23 & SOP 3.118)
3.28 Emergency Alarms and Warning Lights

In the event an audible emergency alarm and / or warning light(s)
activate, bring the bus to the first available safe location, shut the
engine off and notify BOC using the appropriate text message from
the Mechanical Problem menu.
3.29 Pushing or Towing

Unless approved by authorized Metro maintenance personnel or
representatives, the pushing or towing of any Metro vehicle by a
non-emergency vehicle is strictly prohibited. Unless instructed
otherwise by Law Enforcement or a proper Metro representative,
request that all customers alight before any Metro vehicle is pushed
or towed.
3.30 Mechanic Working on Vehicle (Road Call)

When a mechanic is working on a bus during a road call, do not
move the controls of the vehicle unless specifically instructed to do
so by the mechanic performing the work.
3.31 Broken Glass / Mirror

If the window or mirror of a vehicle is cracked or broken while in
operation, notify BOC immediately using the appropriate text message
from the Mechanical Problem menu, and complete a Vehicle Accident
/ Incident Report (SAFE-3) at the conclusion of assignment.
3.32 Standing Buses

Keep the service brake applied while customers are boarding or
alighting, or whenever the bus is standing without the parking brake
applied. Whenever an Operator must leave the seat, the parking
brake must be set and the gearshift selector must be placed in the
neutral position. If it is necessary to leave the bus unattended, the
engine must be turned off. (See SOP 2.119)
Rev. 02/26/07 R
3 3.33 Door Operation

DO NOT open the doors at any time while the bus is in motion. The
bus must come to a complete stop before the door is opened, and
completely closed before the bus is moved. The rear door bypass
switch may be activated for any customer(s) who may have difficulty
alighting. It is strictly prohibited and at no time will the rear door
be used as a brake. Door malfunctions must be reported to BOC by
sending the appropriate text message from the Mechanical Problem
menu, and must be properly noted on the Operator’s Vehicle
Condition Report Card. (See SOP 3.111)
3.34 Vehicle Check at Terminal

Upon arrival at a terminal, Operators are required to check the bus
for the following:
• Sleeping or intoxicated persons

• Lost articles
• Debris
• Hazardous substances
• Damage
• Low tires
• Loose advertising signs
• Proper lights (at night)
3.35 Grade Operation

Never hold a bus on an upgrade by using the rear door interlock, or
by depressing the accelerator to elevate the engine RPMs.
(See Rule 3.36 & SOP 3.127)
3.36 Rear Door Interlock

The rear door interlock is a safety feature and must never be used in
place of the parking brake, or the actual service brake when boarding
or alighting customers or at any other time. Keep the brake pedal
depressed until the interlock is completely released.
3.37 Bus Zone Operation (Obstructions / Hazards)

Operators are required to make bus stops at authorized bus zones
and other locations in the interest of customer service, unless
obstructions or hazards make it unsafe. Under ideal conditions, the
bus should be spotted 12 to 18” (24” if using wheelchair lift / ramp)
from and parallel to the curb, with both doors clear of obstructions.
When an obstruction or hazard in a bus zone makes it impossible to
normally pull the bus into the ideal position follow the procedures
outlined in SOP 3.129 — 3.137.
R Rev. 02/26/07
3.38 Hazards - Street Excavation / Workmen 3

When approaching and passing locations where construction, street
excavation or other hazards exist, reduce speed and exercise caution
in order to protect the safety of workmen and to avoid damage to

the equipment. When operating over excavation work covered by
steel plates, the bus must not exceed 15 MPH. In adverse traffic or
weather conditions, reduce speed even further. (See SOP 3.116)
3.39 Fire Hoses

DO NOT drive any Metro vehicle over a fire hose unless a hose bridge
covers the hose, or unless directed to do so by law enforcement,
fire department, or an authorized Metro representative.
3.40 Deep Water

To avoid equipment damage, never drive any Metro vehicle through
water in excess of 12 inches in depth, (first step of high floor buses
or doorway platform of low floor buses). Under such conditions,
contact BOC for instructions. When driving through standing water
less than 12 inches deep, reduce the speed of the bus and exercise
caution. (See SOP 3.121)
3.41 Hand Signals – Pedestrians / Motorists

If a pedestrian occupies a crosswalk or is in the roadway, stop and
allow the pedestrian to proceed. Should the pedestrian signal for
the Operator to proceed, the Operator must not proceed until the
pedestrian is in the clear also, never make any hand signals or body
motions to pedestrians indicating that they may proceed.
If a bus obstructs a motorist’s view and the motorist insists on

proceeding (blindly), Operators are to allow the vehicle through
without offering any “all clear” signals.
3.42 Stopping for School Buses

Operators driving any Metro vehicle must stop and not pass any
school bus that is stopped with its red warning lights activated, (in
process of boarding or alighting students). Remain stopped until
the lights stop flashing. A stop is not required when the school bus
is on the opposite side of a divided or a multilane (two or more
traffic lanes in each direction) street / highway, or if the intersection
is controlled by a traffic control officer.
3.43 Funeral Processions

DO NOT drive through or otherwise interrupt a funeral procession.
Rev. 02/26/07 R
3 3.44 Emergency Vehicles

Upon the approach of an emergency vehicle with lights and / or
siren activated, immediately move to the right lane or shoulder, if
possible, and stop. If moving to the right is not possible, unless
directed otherwise by law enforcement personnel, Operators should

move to the right of the lane in which they are traveling in, come to
a complete stop and remain in position until the emergency vehicle
has passed.
3.45 Caravans
When operating buses in a caravan, adhere to rules regarding
following distance as outlined in Rule 3.21. Additional following
distance is required for each additional adverse condition and/or
when speeds exceed 40 MPH. (See SOP 3.128)
3.46 School Zones

When operating through school zones where students are present,
proceed with caution and do not exceed 25 MPH or the posted speed
limit if less than 25 MPH.
3.47 Off–Street Terminal / Station Operation

(Delete – duplicated in 3.04)
3.48 Freeway Bus Stops

Operators must operate through designated bus turnouts and
freeway bus stop lanes when in service, whether there are customers
waiting or not. Never pass other buses servicing the same freeway
stop. (See SOP 3.143)
3.49 Freeway Lanes

While on the freeway a bus should never operate side-by-side in
adjacent lanes with any large vehicle (bus, truck, etc.) If a large
vehicle is keeping pace with the bus, remove foot from accelerator
and allow the other vehicle to advance. (See SOP 3.144)
3.50 Slow Moving Vehicles (Freeway)

Any Metro bus unable to keep up with the flow of traffic (less than
the posted speed limit) should be operated in the right hand lane to
avoid creating a hazardous condition. Be cautious of merging traffic.
If the speed of the bus is so slow it interferes with the safe operation
of other vehicles it is recommended that the bus be taken off the
freeway and surface streets be used. Notify BOC immediately of the
situation via a voice call as soon as it is safe to do so.
R10 Rev. 02/26/07

3.51 Railroad Crossings – Approaching / Crossing / 3

Operating Speed
Exercise caution when approaching and operating any Metro
vehicle over railroad crossings. Approach railroad crossings under

control (during the last 100 feet) at a reduced speed not to exceed 15
MPH and make certain railroad tracks can be cleared safely before
crossing over them. At no time will a stop be made on the railroad
tracks. (See SOP 3.145 - 3.148)
3.52 Approaching Railroad Crossings

(Deleted – incorporated into 3.51)
3.53 Stop Required at Railroad Crossings

Prior to proceeding across any non-exempt railroad crossing, in or
out of service bring the bus to a complete stop. As you are coming
to the stop activate the 4-way flashers. Stop behind the limit lines
or at a point where the tracks can be seen clearly in both directions.
Such stops must be made no less than 15 feet or further than 50 feet
from the nearest rail.
DO NOT proceed over the railroad tracks before listening for the
sound of and looking in both directions for an approaching train.
If necessary, alight from the bus and visually inspect the track(s) to
determine that it is clear and that the railroad tracks can be crossed
safely.
When approaching a stop sign at a railroad grade crossing, stop

behind the limit line, if marked, or stop before entering the
crosswalk on the nearside of the intersection. If there is no limit
line or crosswalk, stop at the entrance to the intersection or railroad
grade crossing.
If the railroad crossing is gate protected, stop the bus at a location

that will not interfere with the crossing gates if they are lowered.
Never proceed through or around any railroad gate while the gate is
closed or closing. Also, do not attempt to raise or solicit assistance
in raising a lowered railroad-crossing gate. Under no circumstances
will Operators attempt to cross railroad tracks under the following
conditions:
• Activated railroad gates

• Flashing warning lights
• Flagman is warning of an approaching train or car
• Visible or audible approaching train
Rev. 02/26/07 R11

If an Operator is stopped at a railroad crossing by a mechanical

3 warning device or railroad crossing gate, and said device or gate
is defective causing it to remain active, notify BOC immediately to
request Metro supervisory assistance. With permission from BOC,
an Operator may proceed through a defective flashing warning light

provided they first alight from the bus and make a visual inspection
of the track in both directions. Defective railroad crossing gates
must not be manually raised to permit the passage of any vehicle.
If a bus stalls on the railroad tracks, immediately request that

customers alight the bus and move to a place of safety, providing
assistance as necessary, contact BOC from a phone (do not use bus
radio) and make an effort to signal an approaching train.
(See SOP 3.145 — 3.148)
3.54 Exempt Railroad Crossing

Operators are not required to make a complete stop at railroad crossings
where an “Exempt” sign is properly displayed. However, a stop is
required when a train is approaching, occupying the railroad crossings
or if the sign cannot be seen or read. (See SOP 3.145 — 3.148)
3.55 Controlling Speed while Crossing Tracks

(Deleted / incorporated into 3.51)
3.56 Accident at Railroad Crossing

Contact BOC and report any accident(s) or stalled vehicle(s) at a
railroad crossing, regardless of whether a Metro vehicle is involved
or not. If involved in an accident on the tracks, attempt, (if safe to do
so) to get the bus off the tracks before contacting BOC and checking
for damage. If the bus cannot be moved off the tracks, immediately
assist customers off the bus and move to a safe location away from
the tracks. Under no circumstances will an Operator stay on the bus
when a train is approaching. (See SOP 3.145 — 3.148)
3.57 Slow Orders

Operators must adhere to all “Slow Orders” and / or “Reduced
Speed Orders” listed on route sheets, posted on bulletin boards or
as directed by an authorized Metro representative.
3.58 Coasting in Neutral

Operators are strictly prohibited from allowing any Metro vehicle to
coast with the transmission in neutral.
3.59 Company Equipment Authorized (CEA) Units

Inspect CEA units for damage and cleanliness prior to leaving the
division yard. If damage is found, the proper Metro representative
must be notified immediately. Note any defect or damage on the
R12 Rev. 02/26/07

3.60 New Rule 3

Bus Bridge
During rail system failures or extended rail service delays, Metro Rail
Operations Control (ROC) or Metrolink may request bus service from

BOC. This bus service is called a “Bus Bridge” because the buses
“bridge” service between affected rail stations or rail line segments.
When BOC establishes a bus bridge, buses may be pulled out of

divisions, pull-in buses may be utilized, and if necessary, in-service
buses may be used also. BOC will attempt to assign a Supervisor to
each end of the affected rail line segment. (See Rule 2.46)
3.61 New Rule

Overhead Clearances
When on detour or on any occasion when a bus is driven off route,
be observant of posted signs for clearance limits, use caution
approaching bridges and overpasses to ensure a minimum height
clearance of 12 feet. (See SOP 3.122)
3.62 New Rule

Unsafe Customer Behavior
Do not permit a customer to have any part of their body extended
outside of the bus while the bus is in motion. Use good judgment
when dealing with this type of situation. If a customer persists in the
activity, contact BOC by sending the appropriate text message from
the Police menu for instructions. If a child is jumping and standing
on the seats, use good judgment when informing the parents or
guardians of the child’s unsafe behavior and if necessary send the
appropriate text message from the Police menu for instructions
3.63 New Rule

Cyclists
Operators encountered with a cyclist on the road or on an adjacent
bike path should follow at a safe distance or maintain 3 – 4 1/2 feet
of right side clearance from them when passing. Use caution and
observe the right side mirror carefully for the cyclist.
Cyclist causing a hazardous situation or interfering with the safe

operation of the bus should be reported to BOC. Operators are not
to confront the cyclist and must refrain from any type of verbal or
physical confrontation. (See SOP 3.128 & 3.158)
Rev. 02/26/07 R13


This section contains specific operating procedures relating to the
proper operation of Metro equipment under reasonable conditions.
Operators encountering situations not covered in this section may
sop - vehicle operations

be required to use their best judgment, keeping their safety and
the safety of the customers a priority. All such situations must be
reported to the proper Metro representative. A violation of any part
of these rules and / or failure to exercise good judgment may result
in disciplinary action appropriate to the nature of the offense.
Operators are required to operate using the proper defensive driving

techniques outlined in the Defensive Driving Course and are to
operate any Metro vehicle under control at all times. Be aware of
the community you are operating in and never sacrifice safety for
schedule adherence.

Federal and State laws as well as Metro Policy require Operators to
perform a pre-trip safety inspection daily verifying that the bus is
safe, reliable, dependable, clean, and comfortable for operation.
The Americans with Disabilities Act (ADA) regulations require

that all related items be physically and visually inspected. ADA
related items found defective must be reported to the Maintenance
Department before leaving the yard as well as being noted on the
Operators may consult their division Instruction Department or

Operations Central Instruction for material pertaining to DMV/
Metro pre-trip safety inspection procedures. (See Rule 3.01 & 3.02)
Inspecting a CEA Unit

Operators must inspect a CEA unit prior to leaving the division yard.
This includes checking the fuel gauge. Notify the proper Metro
representative of any mechanical defects; tire problems, damage, or
any condition affecting safe operation of the unit.

(relief point / bus exchange)
Relief at Terminal
When relief is scheduled at a terminal, the Operator being relieved
will spot the bus in a safe location, place the transmission in neutral,
set the parking brake and turn on all interior and exterior lights and
activate the hazard lights.
The Operator making relief will check to see that the headsign and
bus run number sign are displaying the correct information then
inspect the bus for:
Rev. 02/26/07 S
• Audible air leaks

3 • Fluid leaks
• Body damage
• Lost articles
vehicle operations - sop
• Sleeping or intoxicated customers

• Under inflated or damaged tires
• Broken or non-functional lights
• Loose advertising signs
• Vehicle cleanliness
Relief In Service
When relief is scheduled at a point in line service, the Operator being
relieved will turn on all interior, exterior and hazard lights, place the
transmission in neutral, set the parking brake and open both doors.
If it is safe to do so, the Operator making relief will perform a visual
walk-around inspection checking for:
• Audible air leaks

• Fluid leaks
• Body damage
• Under inflated or damaged tires
• Broken or non-functional lights
The Operator being relieved will handle all transactions at the relief
point, and turn off the exterior lights before leaving the bus.
If traffic conditions create a hazard for the relief Operator to walk

out in the street to inspect the left side of the bus, then only a visual
inspection will be done. Visually inspect the left side for body damage
or defective turn signals while standing at the front and then rear of
the bus. The relief Operator will complete the inspection of the left
side of the bus upon arrival at the first terminal or layover zone.
At the terminal or layover zone, inspect the interior of the bus for
damage, lost articles, and sleeping or intoxicated passengers. Note
any defects on the Operator’s Vehicle Condition Report Card before
continuing in service.
Receipt of Bus Change

When receiving a bus change outside the division yard, check to see
whether the bus has had a pre-pullout safety inspection earlier in the
day (verification will be a completed Operator’s Vehicle Condition
Report Card with the current day’s date). If the bus has been inspected,
perform an in-service safety inspection as described above. If the
bus has not been inspected, perform a complete pre-pull out safety
inspection, and complete the Operator’s Vehicle Condition Report
Card. (See Rules 2.41, 3.01, 3.02, 3.03 & SOP 2.115)
S Rev. 02/26/07
3.103 Operator’s Vehicle Condition Report Card 3

Federal and State laws and Metro policy require an Operator’s Vehicle
Condition Report Card to be completed daily verifying that the bus
is safe, reliable, dependable, clean, and comfortable for operation.

The card must be completed before operating the bus in service. If
defects are found during the pre-pull out inspection, note them on
the card and if necessary notify the Maintenance Department before
departing.
• The first Operator to pull the bus out of the Division yard is
responsible for completing the top section on the front side of the
card, noting the vehicle number, date, line, & bus run number. Each
subsequent Operator to operate the bus on the same day is responsible
for verifying the information completed by the first Operator and then
completing their portion of the card.
• The Pre-Operation section of the card requires each Operator

to indicate with a check mark, in the corresponding column,
the listed items that have been inspected. This should be
done prior to operating the bus.
• The Defects section of the card requires each Operator to

indicate with a check mark, next to the item to be defective in
the corresponding column.
• Body damage or defective radio equipment should be noted

on the blank lines provided at the bottom of the Defects
section.
• If no defects were reported, check the “No Defects” box.

The Operator’s signature and badge number verify that the
inspection was done and the card was accurately completed.
• On the reverse side of the card, each Operator will provide, if

necessary detailed information regarding any defects noted.
Write legibly, and describe in detail any defect(s) or damage
not identified on the front side of the card.
• Indicate graffiti or body damage by placing a circle around

the appropriate location on the bus diagram.
• Finally, place the completed card in it’s receptacle before pulling

out or continuing in service.
Operators who discover safety defects or experience mechanical

difficulty outside of the division yard must note the problem on the
card and if necessary contact BOC for instructions. (See Rule 3.02)
Rev. 02/26/07 S
3 3.104 Head Signs

When a bus is not in service, the head sign must display “Not
in Service” and the proper line number. Do not use the “003”
headsign code, which displays the words “Not in Service” without a
line number. This code is reserved for Maintenance personnel only.

When the display of a destination or message in the headsign is
not required, enter the headsign code “000,” which will result in a
blank headsign. (See Rule 3.06)
3.105 Starting / Stopping of Engines

Prior to starting the engine, be in the seat at the controls, foot on
the brake pedal, ensure that the parking brake is set, Master Control
switch in Day or Night Run position and the shift selector in neutral.
The starter switch or button should be engaged without application
of the accelerator. Use the Fast Idle switch, to build up the necessary
air pressure or no more than 1/3 throttle. Some buses may require
a few seconds before you can engage the starter. These buses go
through a self-test cycle. Wait until you hear a series of three “clicks”
before engaging the starter.
Caution: The starter switch must not be engaged longer than 15

seconds, continuously. If the engine does not start after 15 seconds,
wait one minute before trying again. If the engine does not start,
secure the bus (neutral, parking brake on), Master Control switch
in the Day or Night Run position, and attempt to start from the rear.
Use caution when opening the engine compartment and engaging
the rear start switches. Stay clear of other engine parts that may be
hot or hazardous. With the engine control switch in the Rear Run
position engage the Rear Start switch. If the engine starts, return
the switches to the Normal position. If unable to rear start notify the
Maintenance Department or send the appropriate text message on
the ATMS radio to BOC during on-street operation.

Before shutting off the engine, set the parking brake, place
transmission in neutral, and the Master Control switch in the off
position during daytime operation or park (CL/ID) position during
night operation. (See Rule 3.07)
3.106 Air Pressure

Use the fast idle switch or 1/3 throttle when building air pressure.
When performing the air brake test, the bus must reach a minimum
of 120 PSI when idling. If the minimum air pressure is not achieved,
notify the Maintenance Department. Outside of the yard, send the
appropriate text message on the ATMS radio to BOC, note the defect
on the vehicle condition card and wait for instructions. When the
bus is operating on the street it should never be operated with less
than 100 PSI of air pressure (See Rule 3.08)
S Rev. 02/26/07
3.107 Use of Lights 3

(See Rule 3.10)

Avoid backing the bus unless at an off street terminal. If it is
necessary to back the bus, use a reliable guide (another operator,
supervisor, or law enforcement officer). Exercise good judgment
and adhere to the following procedures:
• Back the bus slowly

• Never back up into traffic unless, assisted by reliable guide

• Make sure the area to the rear of the bus is clear, and
remains clear until the backing movement is completed

• Check for low hanging tree branches, poles, signs, or other
obstacles overhead

• Observe both outside mirrors when backing.

• Activate hazard lights and sound the horn intermittently
when backing
When backing into a parking space and there is a lane marker line,
park the bus parallel and approximately 3 inches from the guideline.
(See Rule 3.12)
3.109 Air Conditioner, Defroster and Heater

Air Conditioner
To maximize the cooling capacity of the air conditioning system,
keep the windows and vents closed.
Defroster
Check that the defroster vents are not blocked. Do not attempt to
clean a fogged windshield while the bus is in motion.
On buses where the temperature is adjustable regulate it to the

comfort of the customers.
Heater
Engage the heating system by activating the appropriate switch or
knob. The Climate Control switch must remain in the on position.
(See Rule 3.15)
Rev. 02/26/07 S
3 3.110 Tire Pressure Check

Perform a visual tire pressure check during the pre-trip or in-
service safety inspection. If any tire is flattened or appears under
inflated, (rear duals rubbing together), or an audible air leak, contact
the Maintenance Department if in the division yard or send the

appropriate text message to BOC from the Mechanical Problem
menu on the ATMS radio if the bus is on the street.
(See Rule 3.01, 3.03, 3.11 & SOP 3.101, 3.102)
3.111 Rear Door Master Control Switch

The Rear Door Master Control Switch controls the electrical power
to the rear door and the rear door interlock. The switch should be
used when the rear doors malfunction. The location of the switch
varies among different bus models, check with the Instruction or
Maintenance Department for location information.
When the switch is in the off position, the rear doors, and the
interlock will not function. If the rear door fails to close or keeps
popping open, pull the bus over to a safe location and secure it
before leaving the driver’s seat. Shut off the switch and close the
rear doors by hand. After the doors are closed, return the switch to
the on position. If a rear door problem continues, turn the switch
off, close the doors, note the defect on the B.O. card and send the
appropriate text message from the Mechanical Problem menu on
the ATMS radio to BOC for further instructions.
3.112 Door Manual Control Valve (dump valve)

The door dump valve controls the air supply to the front doors. The
location of the valve varies among different bus models. The valve
may be located on the panel to the left side of the Operator’s seat,
or below the control console. Place the valve in the off position
to operate the front door manually. To restore normal front door
operation, the valve must be returned to the on position.
3.113 Seat Adjustments

The position of the seat must not interfere with an Operator’s
ability to control the bus or make emergency maneuvers. The seat
should be adjusted to allow the Operator to perform their duties
without incurring injury. Seat adjustment procedures vary among
different bus models. Contact the Division Instruction Department
for specific seat adjustment procedures. The following general
procedures apply to all buses:
• Back Angle Adjustment

The adjustment lever is located along the left side of the
backrest. Lean forward slightly, removing pressure from the
seat back, hold the handle rearward, adjust the position,
release the handle and lock into position. When properly
adjusted your shoulders should be positioned over your hips.
S Rev. 02/26/07
• Cushion Adjustment
Adjust the cushion using the knob located on the sides. 3
Adjusting the seat cushion to a flat position will eliminate
unnecessary pressure to the tailbone and the back of the

knees. It is recommended that the cushion be adjusted
periodically throughout the day as needed for maximum
comfort. Never adjust the seat while the vehicle is in motion.
• Fore and Aft

The lever used to control the fore and aft is usually located
under the seat in the front. Unlock the lever to the left, make
the adjustment, and move it to the right to lock it in place.
Adjusted the seat so that the accelerator and brake pedal,
signal controls and the top of the steering wheel (12:00
position) can be reached and operated safely and comfortably.
• Headrest
Adjust the headrest for your height, this provides support
and helps minimize injuries. The headrest should never be
removed from the seat. If it is missing, notify the Maintenance
Department for a replacement.
• Lumbar Adjustment
Located along the right side of the backrest is a knob for
lumbar adjustment. Adjust to your comfort level so that the
lumbar support makes contact with the small of your back.

• Seat Height
Height adjustment should be made while seated. Place both
feet flat on the floor and raise or lower the seat to a position
that minimizes pressure on the back of the lower thighs.
The seat’s air control is usually located along the side of the
seat. Visibility through the windshield must not be restricted.
Rev. 02/26/07 S
3 3.114 Mirror Use / Adjustment

Before adjusting the mirrors, Operators should adjust the driver’s seat
properly. Mirrors should be adjusted so they can be viewed without
having to overextend the body. It may be necessary for you to move in
your seat to change your viewing angle from time to time.
When traveling straight, not changing direction of travel; scan

the exterior mirrors as well as the interior rearview mirror. When
changing direction of travel, (lane change, turn, etc.), boarding and
alighting customers, and pulling into or out of a bus zone, etc., focus
attention on the necessary mirror(s) while scanning the others.
(See SOP 3.113)
Left exterior (flat) mirror

The inside and outside edges of the left outside mirror should be
parallel to the side of the bus. Adjust the mirror, using the “two-
finger” 1 inch width method; the width of two fingers at the end of
your fully extended left arm will approximate the area on the inside
edge of the mirror that should reflect the side of the bus. You should
be able to see the area alongside the bus and / or one lane to the left,
the pavement in front and beside the left rear tire and approximately
200 feet behind the vehicle. Be mindful of blind spots not viewed
through the mirror.
Right exterior mirror

The inside and outside edges of the right exterior mirror should be
parallel to the side of the bus. The inside edge should not extend
beyond the body of the bus. Adjust the mirror, using the “two-finger”
1 inch width method; the width of two fingers at the end of your fully
extended right arm will approximate the area on the inside edge of
the mirror that should reflect the side of the bus. The rest of the
mirror should reflect the area alongside and to the rear of the bus.
Be mindful of the bind-spot along the side of the bus.
Adjust the mirror so that the top of the rear bumper is positioned in
the center of the mirror, and the right rear tire can be seen making
contact with the ground in the lower section of the mirror (just
above the frame). Proper adjustment should result in the ability to
see 12 to 18 feet behind bus or at least 200 feet to the rear of the bus
by slightly leaning forward while looking at the mirror.
Convex Mirror
Convex mirrors can be mounted on the left and right exterior
mirrors or they can be mounted independently. The view from the
convex mirrors should be the area alongside the front tires, (blind
spot). Remember that objects appear closer than they actually are
in this mirror.
S Rev. 02/26/07
Rearview mirror (interior) - Tilt the mirror at a slight angle to the

right. Use the interior rearview mirror to see customer movement 3
inside the bus, the rear door, and the area outside the window near
the first forward facing seat on the right. At this angle, Operators are

able to see objects in the blind spot area on the right side; however,
you are still responsible for using the right outside mirrors. When
adjusted properly you should be able to see the interior (customers)
as well as someone running towards the bus along the right side
(through the first three windows).
Bike rack mirror

This mirror may be mounted on the outside or inside of the bus.
Adjust the bike rack mirror to ensure that you are able to see the
bike rack when it is deployed. Scan this mirror when customers
are mounting and dismounting their bicycle and just before leaving
the bus zone.
Fare box mirror

This mirror should be adjusted to properly view the area directly in
front of the bus, approximately 4 feet (area behind fare box). Lean
forward / back to get a complete view in the mirror and to look around
the fare box. When adjusted properly you should see the dash and
windshield on the right inside of the mirror and approximately 4
feet from the front bumper.
Front stairwell spot mirror

This mirror is located at the right front inside corner, near the ceiling.
Adjust this mirror to align with the rear exit door mirror to view the
rear door step-well area.
Front stairwell mirror

Adjust the front door mirror so that the stairwell and the area
immediately outside the front door are visible. This mirror is used
to make certain that the door is clear and ready to be closed. By
checking this mirror before closing the door, Operators may avoid
a boarding or alighting accident. This mirror should be monitored
when closing the front doors (keep hand on door control during
cycle) especially when view is obstructed by customers standing at
the front of the bus.
Rear stairwell exit door mirror

This mirror is used in combination with the front stairwell spot
mirror located at the right front inside corner of the bus, near the
ceiling. Adjust the mirror so that the rear stairwell and the area
immediately outside the rear exit door are visible in the mirror and
reflected on the front stairwell rear view mirror to view alighting
customers. (See Rule 3.20)
Rev. 02/26/07 S
3 3.115 Turns
The speed of the bus has a direct effect on its ability to make turns.
Slower speed produces a sharper turn. Faster speed produces a wider
turn. Approach all turns operating under control. Speed should be
adjusted according to the conditions at the location, (pedestrians,

traffic, weather, etc.) and must never be more than 10 MPH. Check
all mirrors before and during right and left turns. The turn signals
should be activated approximately 100 feet prior to any turn.
Right turn (ideal conditions)

Ideal conditions exist when there are no objects or parked vehicles
on either the street of travel or the street the bus is turning onto.
Under ideal conditions, position the bus in the lane closest to the
curb, 3 - 4½ feet from and parallel to the curb. As the bus pulls
forward, begin turning the steering wheel when your shoulder
aligns with the curb line of the street the bus is turning onto.
When an object / parked vehicle obstructs the curb lane on the street
of travel or the street the bus is turning onto, (preventing the bus from
being 3 - 4½ feet from and parallel to the curb), Operators should
complete the right turn according to one of the following methods:
• With object / vehicle parked near corner, before turn- At

times, an object or parked vehicle on the street of travel
prevents the Operator from positioning the bus 3 - 4½ feet
from and parallel to the curb. In such situations, position
the bus 3 - 4½ feet from and parallel to the object or, parked
vehicle then pull forward until the center of the right front
wheel aligns with the curb line / reference point of the
street the bus is turning onto. When the bus reaches this
position, begin turning the steering wheel.
• With curb lane obstructed, after turn – At times, the curb l

lane of the street onto which the bus is turning may be
obstructed by an object or parked vehicle. In such situations,
begin the right turn 3 - 4½ feet from and parallel to the
curb, then pull forward until the shoulder aligns with the
foremost left edge of the object or parked vehicle (reference
point) before beginning to turn the steering wheel.
Right turn, leaving nearside stop (“S” turn / “7’ and out” turn) -
When it is necessary to make a right turn immediately after leaving
a nearside customer stop, complete the turn as follows:
• Make the stop at least 25 feet before reaching the corner.
• Before leaving the bus zone, activate the left turn signal, use
the left and right outside mirrors to check for traffic and
any potential hazards. When it is safe to do so, pull away
from the curb.
S10 Rev. 02/26/07

• When the right corner of the front bumper is 7 feet from the 3
curb and the back end of the bus is 2 feet from the curb,
activate the right turn signal. Do not pull away from the curb

at such a sharp angle that the rear corner of the bus might
strike an object on the curb or sidewalk (tail swing).
• Move the bus forward, turning the steering wheel to the

right until the bus is 4½ feet from and parallel to the curb (or
any obstruction in the curb lane of the street of travel).
• Begin right turns when your right shoulder aligns with the
curb line (reference point) of the street the bus is turning
onto (or any obstruction in the curb lane of the street onto
which the bus is turning).
Pivot right turn

When obstructions, hazards, or other street conditions make it
necessary to begin a right turn less than 3 - 4½ feet from the curb,
pull the bus forward to a point where the turn can be made safely.
As an example, if the bus is only 1 foot from the curb, pull the bus
forward until the right rear wheel (pivot point) is aligned with the
beginning of the curb curvature before beginning the turn.
When making any right turn, exercise caution in order to avoid

conditions, which would allow vehicles to squeeze in between the
bus and the curb. Be aware of all traffic when completing right
turns. Exercise caution to avoid pedestrian accidents. Both before
and during the turn, be aware of the positions of pedestrians; pay
particular attention to children, senior citizens, and persons with
disabilities.
When making a right turn after a traffic light has turned green,
check all mirrors, and observe all crosswalks, (left, right, and
straight ahead of the bus). Additionally, exercise caution when
cyclists, motorcyclists, or individuals on roller skates, roller blades,
or other such devices are present. Do not make a right turn until it
is safe to do so.
Left turns
Before making a left turn, position the bus in the proper left or
center lane. Activate the left turn signal at least 100 feet before
reaching the intersection. Approach the intersection under control,
paying close attention to traffic conditions.
Rev. 02/26/07 S11

Allow oncoming traffic to clear before beginning a left turn. Under

3 ideal conditions, begin the left turn when the left shoulder is aligned
with the center of the street (reference point) onto which the bus
is turning. Complete the turn in the curb lane whenever possible.
During the turning movement, scan mirror every 3 – 5 seconds to

help ensure a safe clearance from all vehicles, curbs, medians, or
any other obstructions that would be present during the turning
movement.
Turning lane selection

At marked or posted locations where a turn is permitted from two
or more lanes, make the turn in the lane furthest to the right. This
rule applies to either a left or right turn.
3.116 Operating Speed

Regulate the speed of the bus according to the present conditions
(light, weather, road, and traffic). Always operate the bus under
control and use good defensive driving techniques.
(See Rule 3.22, 3.23, 3.38 & SOP 11.101)
3.117 Steering
Hand Over Hand / Push-Pull Methods
When making a turn, control the steering wheel by sitting straight
in the seat and place both hands on the steering wheel, palms down,
opposite each other. The hands should be at the three o’clock and
nine o’clock positions.
Hand Over Hand Method

To begin a left turn, place the right hand at the eleven o’clock position
on the steering wheel; palm down, with the fingers grasping the
rim of the wheel. Pull the steering wheel counterclockwise with
the right hand, until the right hand reaches approximately the eight
o’clock position; the left hand should then begin pulling from the
eleven o’clock position. This hand over hand motion is repeated as
many times as necessary to make the turn and properly position the
bus once the turn is completed.
To begin a right turn, place the left hand at about one o’clock on
the steering wheel; palm down, with the fingers grasping the rim
of the steering wheel. Pull the steering wheel clockwise with the
left hand until the left hand reaches approximately the four o’clock
position; the right hand should then begin pulling from the one
o’clock position.
This hand over hand motion is repeated as many times as necessary

to make the turn and properly position the bus once the turn is
completed. (See Rule 5.04)
S12 Rev. 02/26/07

Push-Pull Method
This method is used for minor adjustments traveling down the 3
street and navigating curves. One hand pulls while the other hand
pushes the wheel depending on the amount of adjustment needed.

3.118 Traffic Signals
When approaching an intersection, Operators must be operating
under control so that a safe stop can be made before entering the
crosswalk, passing the limit line, or entering the intersection, should
the signal change to red. When waiting at a signal, do not proceed
into either the crosswalk or the intersection until the signal turns
green and it is safe to enter. Buses stopped at a nearside bus zone
must remain in the zone until the signal turns green and it is safe to
proceed. (Rule 3.23, 3.27 & SOP 3.128)
3.119 Application of Brakes

When stopping a bus, make one smooth, gradual application of the
brake, using continuous pressure on the brake pedal. Avoid making
unnecessary or multiple brake applications, (“fanning”) which can
contribute to on-board falls. Fanning the brake will result in reduced
braking efficiency, due to both air pressure loss and overheating of
the brake pads.
To make a smooth, safe stop, place foot on the brake pedal with the
heel directly over the hinge at the base of the pedal. Rock the foot
forward into the pedal, pivoting the ankle rather than attempting
to regulate pedal pressure with the leg. For the customers comfort,
release a small amount of the brake application pressure, just before
the bus comes to a complete stop, and then complete the application
of brake. (See Rule 3.23)
3.120 Wet Pavement / Surfaces

On wet pavement or surfaces, reduce speed, increase following
distance, and avoid sudden braking or abrupt steering maneuvers.
Exercise the same precautions when traveling over newly paved
surfaces or metal plates, which may become extremely slick when
they are wet. Abide by any slow orders that may be in effect.
(See Rule 3.38)
3.121 Deep Water

Metro policy prohibits the operation of vehicles through water in
excess of 12” in depth. If the water level reaches the doorway platform
on a low floor bus or the first step of a high floor bus the bus should
not go through. Operators encountering a flooded area deeper than
12” must contact BOC for further instructions. (See Rule 3.40)
Rev. 02/26/07 S13

3 3.122 Proper Clearance

Right Side
Scan ahead and be alert to right side hazards, which may include
pedestrians stepping into the street, cyclists, doors opening from
parked vehicles, or vehicles pulling away from the curb. To reduce

the risk of having a right side collision, try to maintain 3-4½ feet
of clearance from the curb, parked vehicles or other objects when
operating down the street. Avoid the risk of right side collisions by
reducing the speed of the bus and remaining alert when operating
with less than 3-4½ feet right side clearance.
Left Side
Try to maintain 3 feet of left side clearance when possible. When
operating with less than 3 feet, reduce speed. Be aware of hazards
such as large mirrors, or wide loads. When making a left turn
remain alert and observe the left mirror for clearance of the bus’ tail
swing-over when vehicles are present along the left side as well as
pedestrians and cyclist crossing in the path of the bus.
Overhead
Scan ahead be aware of overhead hazards: low hanging branches,
wires, or protruding signs. Know the vehicles height clearance. If a
hazard is encountered, stop, if necessary get out of the bus and check
the clearance, proceed with caution. (See Rule 3.61 & SOP 3.115, 3.116)
3.123 Transferring Customers – Bus to Bus

When transferring customers in an emergency or non-emergency
situation, ensure that the bus is positioned safely out of the flow of
traffic. If the transfer is on the freeway, attempt to stop in an emergency
lane. The bus should be secured and wheels curbed if possible.
Freeway
If the bus is not stopped in an emergency lane, remain on the
bus. Notify BOC immediately of the situation and / or if there are
disabled customers on board. Do not allow customers to exit the
bus until help arrives and directed to do so by CHP only. For safety,
recommend that customers move to the seats at the front foremost
section of the bus. When the rescue / replacement bus arrives,
assist customers off of the disabled bus and onto the other bus,
carefully watching that they stay close to the bus and not encounter
any hazards.
Street
Allow customers to remain on the bus until the rescue / replacement
bus arrives. Assist customers to transfer on to the other bus, using
both doors to board.
S14 Rev. 02/26/07

A safety vest must be worn when executing this maneuver on the

freeway and / or when placing emergency reflectors. Operator 3
should remain on the bus if the conditions are hazardous. If possible,
emergency reflectors should be placed in the following manner:

• On Street / Highway
- 10 feet behind left, rear corner (traffic side)
- 100 feet behind (towards mid-lane)
- 100 feet ahead (traffic side)
• On Curve
- 100 to 500 feet behind (towards mid-lane)
- 100 feet ahead (traffic side)
• On Hill
- 100-500 feet behind (towards mid-lane)
(See SOP 11.104)
3.124 Interagency Customer Assistance

Operators encountering a disabled bus from another agency should
make an effort to render assistance. Stop if flagged down by Law
Enforcement personnel, Operator, or Supervisor from another
agency. Customers should be allowed to board, and may ride to any
point on the line without payment of a fare. Operators stopping
to assist another agency’s customers must notify BOC, and should
indicate whether or not they were able to accommodate all of the
stranded customers.
3.125 Loading Buses through Rear Doors

Under ordinary circumstances, all customers must board the bus
using the front doors. Use the rear door bypass to allow customers
to board through the rear doors only when directed to do so by a
Supervisor or the proper Metro representative. (See Rule 3.33)
3.126 Door Operation

Keep the service brake applied whenever the front and / or rear
doors are open. To avoid trapping a customer in the front or rear
doors, observe the mirrors and keep your left hand on the door
control lever or button until both sets of doors are closed. Do not
move the bus if view is impaired to the right side or front of the bus
by customers or pedestrians or if Operator is unsure if persons are
safely clear of the bus (See Rule 3.33)
Rev. 02/26/07 S15

3 3.127 Grade Operation

When stopped on an upgrade, keep the service brake applied until
ready to proceed. Prevent the bus from rolling back when starting by
depressing the service brake all the way down, then quickly release
the brake and depress the accelerator all the way to the floor. Do not
use the brake and the accelerator simultaneously (heel-toe).
Avoid being struck by a vehicle ahead that may roll back, by

maintaining 10 feet of clearance in front of the bus when stopped
on an upgrade.
When approaching a downhill grade, briefly apply the brakes to

ensure they are in working order. Once on the downgrade:
• Apply the brakes just enough to feel the vehicle slow down
(about 3 seconds)
• Release the brakes when speed is approximately 5 MPH

below the posted speed limit. Do not go down faster than
you went up.
• Repeat the first two steps when the bus speed has increased
to the posted speed limit again. (See Rule 3.35)
3.128 Operating Techniques

Starting
When starting forward after being stopped in traffic behind another
vehicle, allow the vehicle ahead to move forward at least 15 feet.
Before moving forward, check all mirrors, check blind spots for
pedestrians stepping off the curb, approaching cyclists or any other
hazards in front and at the sides of the bus.
Start to accelerate gradually and at an even rate. On wet or slippery

surfaces, gradually depress the accelerator. If the rear wheels spin
or slide, release the accelerator immediately. Notify BOC if a lack of
traction prevents the bus from moving safely.
Stopping
Know the braking capabilities of the bus, at all times. Braking
capability will vary depending on conditions such as the weight
of vehicle, road conditions, and grades. When the Operator’s foot
is not on the accelerator pedal, it should be over or applying the
brake pedal. Always operate under control and be prepared to slow
down or stop. When stopping, stop a minimum of 10 feet behind
the vehicle ahead. When stopped, keep the brakes firmly applied to
prevent the bus from moving forward.
S16 Rev. 02/26/07

On a dry street, apply brakes gradually and smoothly. Just prior to

stopping, ease up on the brake application to eliminate a jerking 3
motion then complete the application. On a slippery street, depress
the brake lightly. If the drive wheels begin to slide, release the

brake pedal immediately to allow the wheels to roll freely. Depress
the brake pedal slightly again, releasing immediately if the wheels
continue to slide.
Changing Lanes
Operate the bus in the curb lane or designated curb lane whenever
possible. Operators are permitted to change lanes if encountered
with the following conditions:
• Get around a parked vehicle, hazard or a fixed object

• Pass slower moving vehicles
• When moving into the proper lane before making a turn
Before changing lanes, activate the proper turn signal (approximately

100’ before); use the mirrors to check along side and to the rear
of vehicle to be certain it is safe to enter the desired lane. When
changing lanes, move the bus over gradually, entering at an angle,
maintaining proper clearance and with proper mirror usage.
Following Distance
When operating in traffic behind other vehicles, Operators must
have the bus under control and be able to stop smoothly and safely,
if the vehicle ahead should suddenly slow down or stop. Under ideal
conditions, use the 4-second rule for following distance for speeds
below 40 MPH when operating a 40-foot bus (5 seconds minimum
for 60-foot bus). For speeds above 40 MPH use at least 5 seconds
following distance (6 seconds for 60-foot buses). Under adverse
conditions such as on a downgrade, or wet pavement increase the
following distance by at least 1 second for each adverse condition, or
more if necessary.
If passing vehicle begins to move into the lane the bus is traveling
in, place foot on the brake pedal, reduce speed (stop if necessary),
then resume and maintain the proper following distance. Be alert
and watch the traffic conditions and signals ahead. Anticipate when
the vehicles will have to slow down and be prepared to adjust the
following distance accordingly.
Metro requires Operators to use the 4-second rule. To use this method,
observe the vehicle traveling ahead of the bus. As that vehicle passes
a point or fixed object, (posted sign, over pass, etc.) ahead of the bus,
measure the time it takes the bus to reach that it point or object. Do
so by counting the seconds, (“one thousand and one, one thousand
and two, one thousand and three, and one thousand and four”). If
the point or object is reached before counting to four, the bus is
following too close. (See Rule 3.21, 11.02 & SOP 3.158)
Rev. 02/26/07 S17

Intersection Operation
3 When approaching an intersection have the bus under control,
with both hands on the steering wheel, approaching at a reduced
speed. Approximately 100 feet before the intersection, (actual speed
considered), place foot over the brake pedal, prepared to make a

safe, smooth stop while observing traffic signals and scanning the
intersection for hazards.
Try to avoid entering an intersection if the entire bus will not clear.
Failure to clear the intersection constitutes gridlock and is against
the law. When entering or traveling through an intersection, the bus
should yield to pedestrians and other drivers, regardless of who has the
right-of-way. Resume speed only after clearing the entire intersection.
After stopping at an intersection (two-way or four-way stop) proceed

if it is your turn and it is safe to do so. Check left, right and left
again before entering the intersection. When more than one vehicle
arrives at the intersection at the same time, the vehicle on the left
should yield the right-of-way to the vehicle on the right. Never insist
on the right-of-way.
Always be alert while approaching alleys, driveways, intersections,
or other locations where vehicles may cross into the path of the bus.
Also, be alert at crosswalks near or in front of the bus zone and
for the people who may be in the zone, as the bus pulls out. Use
the horn to communicate the bus’ presence when necessary to alert
vehicles and pedestrians. It is important to be aware of the position
of pedestrians, particularly children, senior citizens, and persons
with disabilities near the bus. (See Rule 3.27)
Passing
When passing parked vehicles or fixed objects, Operators should
attempt to attain 3 - 4½ feet right-side clearance whenever possible.
When clearance is less than 3 - 4½ feet, proceed with caution. Be
prepared to stop if necessary. Scan ahead for indications that a
parked vehicle may pull into the path of the bus; such as a driver in
the seat, exhaust smoke, lights on, front wheels turned out, vehicle
door opening, etc. If this occurs, place foot over the brake pedal,
sound horn to warn the other driver of the intention to pass and be
certain that a safe stop can be made if the vehicle interferes with the
movement of the bus.
When passing vehicles that are moving in the same direction,

check mirrors and be certain that the intended passing lane is clear.
Use the proper turn signal while changing lanes gradually.
Maintain a safe clearance and reduce speed if the vehicle moves
towards the bus or accelerates. Be prepared to take evasive action,
slow down or stop.
S18 Rev. 02/26/07

When passing a bus or any large vehicle slow down, cover the
brake, and look for pedestrians or other vehicles that may step out 3
or pull out in front of the vehicle being passed. Tap your horn to
communicate your presence as you approach. (See SOP 3.158)

Curves
When approaching a curve, slow down before entering, cover the brake
and maintain your speed to the midpoint of the curve. At the midpoint
of the curve, accelerate smoothly as you come out of the curve
3.129 Spotting Bus in Zone

Under normal circumstances the bus should be spotted in the bus
zone 12 to 18 inches from and parallel to the curb, (up to 24” if
using the lift / ramp) Avoid placing either front or rear doors near
obstructions or hazards. When unable to spot the bus ideally and
before opening the door(s), inform customers to watch their step,
especially if they are stepping off onto the street. The same caution
will be given to customers boarding from the street up onto the
bus. If necessary, assist by using the kneeling device. If it is not
possible to obtain the ideal distance from the curb, use the following
procedure:
• Parked vehicle in bus zone or less than one bus length

When unable to pull the bus into the ideal position, due to
a parked vehicle or less than one bus length of space is
available in the bus zone; spot the bus at an angle. The angle
of the bus should not obstruct the lane to the left of your
own lane and nor should it obstruct the view from the left
mirror. The front of the bus should be close enough to the
curb to reasonably limit other vehicles from passing between
the bus and the curb. Have customers exit through the front
door and caution them that they are stepping into the street.
• Depart the bus zone gradually. Check mirrors for clearance

of vehicle on the right and traffic on the left.
• Pulling into the curb

To spot the bus 12 to 18 inches from and parallel to the curb,
align the center of the right rear wheel (pivot point) with the
front part of the last object to be cleared. Ensure that the
vehicle has cleared any obstacles before beginning to pull in.
Use the right outside mirror to determine adequate clearance,
and visually check the bus zone for any obstructions, before
starting the gradual turn toward the curb. Just before
reaching the curb, check the left mirror, steer left and position
the bus parallel with the curb. Spotting the bus properly
requires an additional distance of 15 feet more than a bus
length once the front of the bus has reached the point closest
to the curb.
Rev. 02/26/07 S19

• The speed of the bus has a direct effect on the amount of open
3 curb space necessary to spot the bus parallel to the curb.
Reduce speed further at locations where open curb space is
limited. Be alert for customers who lean out over the street
to read the headsign as the bus approaches. The doors

should be opened only after the bus has come to a complete
stop. (See Rule 3.37)
3.130 Bus Stop Operation

Operators should be prepared to stop at each designated bus stop
when requested to do so or when customers are waiting to board.
Doors should be clear of obstructions, depending on the conditions,
using only front doors may be necessary. When unable to spot the
bus ideally and before opening the door(s), inform customers to
watch their step, especially if they are stepping off onto the street.
The same caution will be given to customers boarding from the
street up onto the bus. If necessary, assist by using the kneeling
device. Whenever a bus zone can accommodate two or more buses,
follow these procedures:
• First Loading Position

Pull forward to the foremost part of the bus zone if there is
a second bus following behind, entering the zone. If not,
spot the door adjacent to and clear of the bus stop sign.
• Second Loading Position

If the first loading position is occupied, the second bus should
stop 10 feet behind the first one except at locations where
a driveway is located behind the first position, do not block
the driveway.
Do not depart from the second or third loading position

when a customer using a wheelchair, cane, walker or other
mobility assistance device is present in the first loading
position bus zone without first contacting the customer to
ask whether they wish to board the bus.
• Third Loading Position

When the first and second loading positions are occupied,
the third bus will stop 10 feet behind the bus in the second
position, unless prevented from doing so by a driveway,
hazard, or obstacle. The bus in the third loading position may
board and / or alight customers unless the time required for
the stop will be lengthy, (wait until first or second position
has cleared). The third bus is required to make a second
stop in the first or second loading position if there are still
customers waiting at the bus stop.
S20 Rev. 02/26/07

• Fourth Loading Position

Unless directed to do so by an authorized Metro representative, 3
do not allow customers to board or alight from the fourth or
subsequent loading position.

• “Discharge Only” Mode
allow customers to alight the bus from any loading position
where it is safe to do so. In such a situation, a second stop is
not required. (See Rule 3.37 & SOP 7.109, 7.113)
3.131 Nearside Bus Stop Operation

When approaching and entering a nearside bus zone with (ninety)
90 feet or more of unobstructed curb space, try to maintain 3 - 4½
feet of clearance from parked vehicles. When the center of the
right rear wheel, (pivot point), is in line with the furthermost part of
the last parked vehicle before the bus zone, start turning gradually
toward the curb.
When the right front corner of the bus reaches the point closest to
the curb, turn the steering wheel to the left to begin positioning the
bus parallel with the curb. Continue forward until the wheels are
within 12 to 18 inches from the curb or up to 24 inches if using the
wheelchair lift / ramp. Before stopping, check the right outside mirror
to make sure the bus is parallel with the curb. If necessary, turn the
steering wheel a quarter turn to the left just before the bus comes to a
complete stop, in order to bring the bus parallel to the curb.
While in a near side bus zone, during the cycle of a red light the bus
should remain in a safe loading position at the curb in the bus zone.
Doing this allows all customers to alight safely and new customers
to board safely as well, (including wheelchair customers).
(See Rule 3.37)
3.132 Unobstructed Nearside Bus Stop Operation

When approaching and entering a bus zone with ninety (90) feet or
more available unobstructed curb space try to maintain 3 – 4 ½ feet
of clearance from parked vehicles. When the center of the right rear
wheel is in line with the furthermost part of the parked vehicle, start
the gradual turn towards the curb.
When the right front corner of the bus reaches the point closest to
the curb, begin straightening out and continue forward until the
wheels are within 12 to 18 inches from the curb or 24 inches if using
the wheelchair lift / ramp. Check the right outside mirror to make
sure the bus is parallel before stopping. If the rear of the bus is
out in traffic, turn the steering wheel a quarter turn to the left just
before stopping. (See Rule 3.37)
Rev. 02/26/07 S21

3 3.133 Obstructed Nearside Bus Stop Operation

When approaching and entering a nearside bus zone (with more
than one bus length, forty (40) feet but less than ninety (90) feet)
that is blocked by a parked vehicle or other obstruction, try to
maintain 3 - 4 ½ feet of right side clearance from the parked vehicle

or obstruction. Pull forward until the center of the right rear wheel
(pivot point) is aligned with the foremost part of the parked vehicle
or obstruction. Move to the right, spot the bus no more than 4 feet
from and parallel to the curb, reasonably limiting other vehicles
from passing between the bus and the curb. Before opening the
door(s) remember to caution alighting customers that they are
exiting into the street.

device. Depart the bus zone gradually; check mirrors for clearance
of vehicle on the right and traffic on the left.
If the bus zone has less than one bus length of unobstructed curb
space available, as you approach try to maintain 3 - 4½ feet clearance
from parked vehicles or other obstructions. If unable to pull in
parallel, it may be necessary to spot the bus at an angle, (blocking
the parked vehicle). The front of the bus should be close enough to
the curb to reasonably limit other vehicles from passing between the
bus and the curb. Doors should be kept clear of parked vehicles or
obstructions in order to protect customers as they board and alight.
In this situation, customers may have to board and alight through
the front door only. (See Rule 3.37)
3.134 Far-Side Bus Stop Operation

When approaching a far-side bus zone, do not activate the right turn
signal until the bus is halfway through the intersection. This avoids
giving the impression that the bus is going to turn right onto the
cross street. At far-side bus zones, position the bus parallel, (12-18”
and up to 24” if using wheelchair lift / ramp) at the foremost part
of the zone to lessen the risk of being struck by a vehicle making a
right turn from the cross street onto the street of travel.
When departing a far-side bus zone, check the inside rearview mirror,
both the right and left outside mirrors just before moving the bus,
to determine whether vehicles are approaching the intersection or
vehicles have made a right turn from the cross street behind the bus.
It is often necessary to use part of an adjacent lane when departing a
bus zone in order to clear a parked vehicle or other obstruction just
beyond the end of the zone. In such instances, maintain adequate
clearance from either the vehicle or obstruction, and vehicles in the
lanes to the left of the bus. (See Rule 3.37)
S22 Rev. 02/26/07

3.135 Unobstructed Far-side Bus Stop Operation 3

Approach the unobstructed far-side stop under control. Enter the
far-side bus zone (free of parked vehicles / obstructions) and spot
the bus 12 to 18” (up to 24” if using wheelchair lift / ramp) from and

parallel to the curb.
3.136 Obstructed Far-side Bus Stop Operation

Approach the obstructed far-side stop under control. Enter the bus
zone and spot the bus no more than 4 feet from and parallel to the
curb, ensuring that the bus is clear of the intersection and crosswalk
and the front and rear doors are clear of obstructions. If the
obstruction is a parked vehicle it may be necessary to angle the front
of the bus to the right, no more than 4 feet from the curb, enough
to reasonably limit the vehicle from passing between the bus and
the curb. When the bus is angled, do not obstruct any other lanes of
travel. Do not obstruct the view of the left side mirror. If necessary,
have customers exit through the front door only. Remember to
caution the alighting customers that they are exiting onto the street.
device. Depart bus zone gradually; check mirrors for clearance of
vehicle on the right and traffic on the left. (See Rule 3.37)
3.137 Reporting Obstructions or Hazards

Notify BOC of locations where low wires, overhanging tree branches,
potholes, or other obstacles may create a hazard. Also, submit a
Miscellaneous Report identifying hazards or unsafe conditions to
the proper Metro representative. Other examples of such hazards
include:
• Loose metal plates covering street construction

• Missing or improperly installed manhole covers
• Bent or damaged sign posts
• Objects lying on freeway or surface streets
• Spills of oil, solvents or other liquids
• Dead animals
(See Rule 3.37 & SOP 2.129)
3.138 Rolling Back On a Hill

Deleted – See SOP 3.127
Rev. 02/26/07 S23

3 3.139 Operating / Safety Procedures in Division

Yards, Terminals and Stations
While in division yards, terminals or stations use caution and good
judgment to avoid personal injury, injury to others, or damage to

Metro property or equipment. When walking in the division yard,
always wear a safety vest, be alert for moving vehicles, and always
use designated crosswalks when available. Look in both directions
before crossing between parked vehicles, and use caution while
walking near fueling station, parking, and service pit areas.
Maintenance shop areas may be entered only to conduct Metro

business. In the shop area, do not jump over a service pit or use
boards over a service pit as a walking surface. Remain at a safe
distance from equipment and machinery.
When operating through any division yard, terminal, or station,

watch for pedestrians. Obey posted signs, pavement markings and
speed limits, and reduce speed when conditions warrant. Make full
stops at all stop signs. When approaching crosswalks, be prepared
to stop if necessary. Use designated gates when entering or exiting
the division yard.
When departing a station or terminal, return to the bus with ample

time to properly prepare the bus for service, collect fares, and depart
as scheduled. (See Rule 3.04)
3.140 Unmarked Bus Stops

In an area where bus stops are not specifically posted, make a
customer stop at any intersection where it is safe to do so. When
operating through an area where intersections are not within a
reasonable walking distance, make courtesy stops for customer
convenience wherever it is safe to do so. In such locations, make
sure that the bus is clear of crosswalks, obstructions or, hazards that
might jeopardize the safety and comfort of the customers.
(See Rule 2.14 & SOP 7.109)
3.141 Bus Stops without a Curb

When operating a bus on streets where there is no curb, stay on the
roadway, (parallel), spot the bus with the front doors near the bus
stop sign with the front and rear doors clear of any obstructions,
including the bus stop sign.
S24 Rev. 02/26/07

3.142 Off-Street Terminal Operation 3

At any off-street terminal, Operators must be operating under control
at all times. Unless otherwise posted, speed should not exceed 8 MPH,
and should be further reduced if conditions warrant. During any layover

exceeding 1 minute, place the gear selector in the neutral position, shut
off the engine, and set the parking brake. Operators are not required
to remain on the bus as long as the bus has been properly secured. If
a vehicle has been tagged by the Maintenance Department “DO NOT
SHUT OFF ENGINE,” contact BOC before arriving at terminal to
receive instructions on alternate location to layover while engine idles
if terminal has a “No Noise” policy. If layover exceeds 1 minute, secure
the vehicle before exiting. (See Rules 3.04 & SOP 2.118)
3.143 Freeway Bus Stop Lanes

When entering or operating through any freeway bus stop lane,
slow the bus to a safe speed, (maximum 10 MPH), and never exceed
the posted speed limit. Operate through all freeway stops, even if
there are no customers waiting. For customer safety and comfort,
make every effort to avoid excessive dust, water, or obstructions near
freeway bus stops. (See Rule 3.48 & SOP 3.130)
3.144 Freeway Lanes

When operating on a freeway, avoid unnecessary lane changes.
Operate the bus defensively and adjust the speed of the bus to
conditions of the road, light, weather, and traffic. Buses are not restricted
to any particular lane on the freeway; however, good judgment should
be used regarding the choice of traffic lanes. (See Rule 3.49)
3.145 Left Turn across Railroad Tracks

When a railroad track is located in the middle of a divided roadway
at a signal-controlled intersection, wait in the number one lane until
the left turn can be safely completed. (See Rule 3.51 & 3.53)
3.146 Exempt Railroad Crossings

Operators are not required to make a stop at a railroad crossing
where an “Exempt” sign is posted, (unless train is present).
(See Rule 3.51 & 3.54)
3.147 Stop Not Required Railroad Crossings

A stop is not required at a railroad crossing if any of the following
conditions apply:
• Railroad Flagman or Law Enforcement Officer are
directing traffic
• Nearside traffic signal controlled intersection (unless

flashing red)

• “Tracks Out of Service” sign posted (See Rule 3.51)
Rev. 02/26/07 S25

3 3.148 Railroad Track Safety

Before crossing any railroad track, be aware of the following safety
considerations:
• Trains may approach on any track at any time.

• Trains operate at different speeds according to conditions.
It is difficult to judge the speed of a train.
• On multiple tracks, trains may be on one or all tracks,

traveling in either direction. One train can obstruct the
view of another.
• Never stop on the tracks or under the crossing guard arms
• Never pass another vehicle while crossing tracks

Operators must not cross the railroad tracks until they are able to
clearly see the tracks in both directions. If necessary open the door.
Also, do not attempt to cross railroad tracks unless the bus will clear
the farthest rail. (See Rule 3.51 & 3.53)
3.149 Parking Buses in Division Yard

Buses should be parked to the far left of the lane, within 3 inches
of the line, in order to allow enough room for pedestrians to walk
between the rows of buses. Make sure vehicle is parked within the
lane with sufficient clearance in the front. The front door should
be centered with the hash mark to the right of the lane (if present)
to provide necessary clearance. Avoid obstructing crosswalks when
parking vehicles in the yard.
3.150 Methods for Avoiding Accidents

Entering, and Departing a Bus Zone
Following these procedures decreases the probability of having a
traffic collision and / or passenger fall when entering or departing
a bus zone:
• Entering
- Prepare for stops by decelerating slowly and
braking smoothly

- Use turn signals correctly

- Use proper mirror observation

- Maintain proper right side clearance

- Keep door closed until bus has completely stopped

S26 Rev. 02/26/07

- Spot the bus parallel, 12 - 18 inches (24” if using

wheelchair lift / ramp) from the curb 3

- Spot the bus 4 feet from and parallel to the curb if bus

zone is obstructed

- If unable to attain the 4 feet from the curb, remain in
the lane of travel, use the obstruction to block right side
traffic or angle front end of bus if obstruction is a
parked car (See SOP 3.129)
• Departing
- Keep left hand on door control until door closes
completely
- Check interior / exterior mirrors, verify customers are

clear (inside and out) of the area around the doors
- Caution and good judgment is recommended before

departing a bus zone as customers move about the bus
to find a seat, hold onto a stanchion bar or grab rail
- Activate the left turn signal before moving the bus
- Check left exterior mirrors, verify left lane is clear
- Check area in front of bus left to right.
- Check right exterior mirrors, again verify area around

the front door is clear
- Check left lane again before departing the bus zone,

glance quickly over left shoulder check for vehicles in
blind spot.
- Check traffic signal is green for your direction of travel and it

is safe to depart
- If behind another vehicle, or if there is one to the left of

the bus, wait until the vehicle has moved at least 15 feet
ahead before departing
- On dry pavement, accelerate gradually at an even rate.

On wet or slippery pavement, accelerate slowly
and gradually
Rev. 02/26/07 S27

3 3.151 Methods for Avoiding Accidents

In the Bus Zone
Executing the following procedures can help avoid accidents in the
bus zone:
• Encourage tailgaters to pass by slowing the bus gradually

• Signal intentions to stop in bus zone well in advance
• Stop as far forward as possible and parallel
• Keep right turn signal activated while boarding and alighting
customers (See Rule 3.18)

Onboard Falls
Observe the following procedures to help avoid on-board
customer falls:
• When starting, accelerate at a gradual rate. Avoid sudden starts.
• Monitor interior mirrors, be aware of customers’ movements

and adjust operation accordingly
• Observe traffic closely, watch for sudden deceleration

by other vehicles
• Maintain safe following distance
• Apply brake sooner, avoid sudden braking, anticipate

braking requirements to allow for a gradual, smooth stop
with a single brake application
• Avoid a jerky / hard stop by easing tension on the brake

pedal just before the bus comes to a complete stop, then
complete brake application
• Anticipate vehicles entering or exiting driveways

See (SOP 7.113)

Between Intersections
Use the following procedures to avoid accidents between intersections:
• Devote full attention to operating the vehicle
• Regulate speed according to conditions, (weather, traffic,

visibility, passenger load, etc.)
• Maintain proper right side clearance and safe following

distance
S28 Rev. 02/26/07

• Reduce speed and prepare to stop when hazards are present

3
• Scan ahead for vehicles entering / exiting driveways
or alleys

• Scan ahead for pedestrians crossing between intersections
• Scan ahead for signs a vehicle at the curb may pull out into
traffic, (person in driver’s seat, front wheels turned, exhaust
smoke, etc.)
• Avoid unnecessary lane changes, always use turn signals

before changing lanes
• Anticipate that passing vehicles will cut in front of the bus
• Look out for motorists looking for a parking spot; they may
make sudden stops
• When stopped behind a motorist attempting to park, allow

ample space for the vehicle to back up
3.154 Methods to Avoid Accidents At Intersections

Execute following procedures to avoid accidents at intersections:
• Approach all intersections under control, foot poised over

brake pedal, prepared to stop if necessary
• Scan ahead, observe traffic before entering and while

crossing intersections; scan left, right, left
• Never insist on the right of way or assume you have it
• Make a complete stop at all stop signs
• Wait for opposing traffic to clear before making a left turn
• While crossing an intersection, be alert for opposing traffic

waiting to make a left turn
3.155 Company Equipment Assigned (CEA)

(Deleted - See Rule 3.59)
Rev. 02/26/07 S29

3 3.156 Contra-Flow Lane Operation

Use caution when operating and adhere to the following procedures
when operating on the contra-flow lane (Spring St between 1st St &
Cesar E. Chavez Ave):
• Reduce speed

• Turn on headlights

• Scan ahead for pedestrians, especially at intersections and
crosswalks

• Use caution when passing another vehicle.
• When making a right turn back onto the contra-flow lane

following a detour, use caution, set up turn according to
conditions, watch for opposing traffic before and while
turning, turn only when safe to do so, take the needed
space to avoid compromising the right side clearance,
observe mirrors (See Rule 3.10)
3.157 New SOP

Bicycle Racks
Operators are not required to assist customers with loading/
unloading bicycles from the bicycle rack. However, Operators
electing to provide assistance must ensure that the bus is properly
secured prior to leaving their seat. The bus should be spotted with
a minimum 10 feet of clearance between the bus and any vehicle or
obstacle ahead.
Customers should be instructed to unload their bicycle from the

curb or in front of the bus, not from the traffic side. Once a bicycle
has been loaded or removed verify that the bicycle rack is properly
secured; check the area in front of the bus using the bicycle rack
mirror before proceeding. Ask the boarding customer where they
plan to alight to ensure the bus can be spotted safely for unloading.
Increase following distance when the bicycle rack is deployed, (a
stowed rack adds 11 inches and a deployed rack adds 3 feet to the
length of the bus).
Customers are permitted to carry their bicycle on board if the bus is

the last bus run of the day to any route or terminal, and the bicycle
rack is either inoperative or already full. (See Rule 7.14 & SOP 7.111)
S30 Rev. 02/26/07

3.158 New SOP 3

Cyclists
People using bicycles and motor driven cycles have the same rights

and responsibilities as those driving motor vehicles. Operators
encountered with a cyclist on the road or on an adjacent bike path
should follow at a safe distance and assume the cyclist is not aware
of the bus’ presence. If it is necessary to pass a cyclist, slow down
and pass with 3 – 4 1/2 feet of right side clearance from them. Use
caution and consider the wind draft the bus creates. Observe the
right side mirror carefully for the cyclist. Avoid passing a cyclist
if you are turning right or making a bus stop within 200 yards of
where you encounter them.
When faced with a cyclist that is not operating their bicycle

appropriately and is causing a hazardous situation, interfering
with the safe operation of the bus, report the incident to BOC. Use
caution in this situation and be prepared to stop or slow your vehicle
if necessary. Operators are not to confront the cyclist and must
refrain from any type of verbal or physical confrontation.
(See Rule 3.63 & SOP 3.128)
Rev. 02/26/07 S31


This section contains specific rules governing the conduct of all
Operators under reasonable conditions. Metro expects all employees
to treat customers and co-workers with courtesy and respect when
rule - operator’s code of conduct

executing their duties and responsibilities. Words or acts of hostility
towards customers and / or officers, agents or employees of Metro
will not be tolerated. Operators must use good judgment (protect
self and customers first, then property, and when necessary, take
steps to deescalate and manage situations) when dealing with
customers, other Metro employees, law enforcements officers, etc…
As employees of a public agency, each of us has the obligation to
conduct ourselves in a manner befitting the public’s trust. All such
situations must be reported to the proper Metro representative. A
violation of any part of these rules and / or failure to exercise good
of the offense.
4.01 Discipline
Violation of Metro rules and policies may subject Operators
to disciplinary action up to and including termination. Major
infractions of Metro rules and policies are but not limited to:
• Excessive absenteeism
• Gross misconduct
• Insubordination
• Not properly accounting for passenger fares (NAP)
• Use of intoxicants or the odor of intoxicants
• Use or possession of narcotics or drugs and failure to submit
to chemical test immediately
• Accidents
• Miss outs
• Absent Without Permission (AWOP)
• Railroad crossing violations
• Falsification of sick reports
• Verbal threat and / or physical harm to a Metro employee
• Falsifying or failing to report an accident
• Failure to report arrest
• Falsifying reports
• Falsifying overtime
• Conduct unbecoming an employee
• Forging Metro records or documents
• Fighting
• Running ahead of schedule
• Operating off-route without authorization
• Passing up customers (includes W/C customers)
• Not calling stops, transfer points, fare zones
• Failure to have W/C lift key
• Failure to cycle lift / ramp before pull-out
• Failure to report W/C non-working lift / ramp
Rev. 02/26/07 R
• Failure to report boarding or pass-up to BOC

4 • Smoking in unauthorized locations
• Eating or drinking while driving any Metro vehicle
• Use of electronic device while operating any Metro vehicle
operator’s code of conduct - rule
or walking in division yards (not limited to phones, radios,

any audio players and all associated attachments and
accessories for use with mentioned items)
• Failure to log on or log off ATMS radio
• Leaving bus in gear unattended
• Failure to curb wheels properly
• Failure to properly use safety equipment

4.02 Fighting / Self Defense
Fighting is prohibited at any time while on duty and / or on Metro
property. Operators must do everything reasonable to deescalate a
potential situation. Be selective of the words used and the tone with
which they are spoken. Neither should be offensive nor sarcastic.
Use good judgment and appropriate language when dealing with
unruly passengers. DO NOT insist upon compliance of rules to the
point of conflict, or alight from the bus to pursue any individual for
the purpose of confrontation.
By law, Operators may defend themselves provided they use no more

force than is necessary to carry out their defense. It is recommended
that any actions taken in defense will be done from the Operator’s
seat compartment, (limiting the offender’s access to the Operator).
Operators are to open the doors, allowing the offender and/or
customers to exit in the event of a confrontation.
4.03 Language and Conduct

Operator’s conduct with customers, co-workers, and others must be
respectful and civil at all times. Boisterous, profane, inappropriate
and / or sarcastic language is not permitted. Any actions, verbal or
written statements that are personally designed to offend others are
strictly prohibited. Acts of harassment including, but not limited
to the use of slurs or derogatory statements involving race, color,
national origin, creed, sex, age or disability will not be tolerated. DO
NOT engage in any behavior that brings discredit upon Metro.
4.04 Rowdiness / Roughhousing / Practical Jokes

Rowdiness / roughhousing are not permitted while on duty, subject
to duty, or on Metro property. Practical jokes designed to purposely
injure or, endanger any one or using or destroying Metro property
is strictly prohibited.
R Rev. 02/26/07
4.05 Acceptance of Service Inspector’s Written 4

Notice of Violation
(Deleted - obsolete)

4.06 Arrest
Operators who are arrested on duty must report the arrest to BOC
and file a miscellaneous report addressed to the Division Manager
at the first available opportunity. Operators arrested while off
duty must report the arrest to the Division Manager and file a
Miscellaneous Report as soon as possible. Conviction of a felony
or any misdemeanor that brings discredit upon Metro amay be
considered gross misconduct.
4.07 Traffic Violations

California State Law requires that commercial licensed drivers,
(includes all Operators convicted of a traffic violation outside the
State of California) must notify both their employer (Metro) and
the DMV. Operators who receive a traffic citation while operating
any Metro vehicle must report the incident to BOC and also submit
a Miscellaneous Report to the Division Manager on the day of
occurrence along with a copy of the citation. When a traffic citation
involves a personal vehicle, the Division Manager must be notified
as soon as possible.
4.08 Intoxicants, Narcotics, or Drugs

All Metro Operators are subject to Metro’s policy and must be
knowledgeable of its stipulations. Metro’s Alcohol and Drug Abuse
Policy stipulates that the use of intoxicants, narcotics, or other
harmful drugs by an Operator, on duty or subject to duty, is forbidden.
Operators must not be under the influence of, nor will their ability
to perform required duties be impaired by any intoxicants, narcotics,
amphetamines, harmful medications, or derivatives thereof.
Operators must not have such items in their system or possession,
or the odor of intoxicants on their breath, when reporting for duty,
while on duty, or on Metro property. Operators suspected of being
under the influence of alcohol or drugs, or the residual effects of
either may be required to submit immediately to a chemical test.
Refusal or failure to submit to this test immediately will constitute
gross misconduct.
4.09 Possession of Weapons

At any time while on duty or on Metro property, Operators must not
use or have in their possession any firearm; lockable blade knife or
other devices or objects classified as deadly weapons under the laws
of the state. Self-defense devices such as stun guns, tasers, pepper
spray, mace or any such devices intended for use as a weapon to
inflict bodily harm are prohibited.
Rev. 02/26/07 R
4 4.10 Smoking / Tobacco Restrictions

Smoking is prohibited in all Metro vehicles and in all Metro
facilities at any time and under any condition. Operators may not
smoke, hold in their hand or mouth, or place on the instrument
panel any cigar, cigarette or pipe, either lit or unlit, while operating
any Metro vehicle. Operators wishing to smoke while at layovers,
terminals, or stations, may do so only outside and away from of
the bus. Precautions to prevent smoke from entering the vehicle
should be taken. Chewing tobacco or snuff is prohibited at all times
while on Metro property.
Smoking is prohibited within 50 feet of fuel stations.
4.11 Gaming Restrictions

All forms of gambling are prohibited while on duty or on Metro
property. Dominoes, ping-pong, pool, checkers, chess, video games,
and card games are permitted. Privileges may be suspended if the
following restrictions are not followed:
• No gambling of any kind is permitted, (No tokens, chips or

other monetary substitute may be used)
• No card games generally associated with gambling may be

played, (poker, black jack, red dog, acey-ducey, etc.)
• Card playing in areas other than the train room is

prohibited
• Playing of cards, dominoes, checkers and chess is permitted,

provided there is no interference with division operations

Organizing and implementing gambling pools, (In-state or out of
state lottery, Super Bowl, World Series, etc…) is strictly forbidden
during work time and on Metro property. Operators are prohibited
from participating in this form of gambling at any time while on
duty, subject to duty, or off duty (while on Metro property).
(See Rule 4.12)
4.12 Use of Metro Property or Time

The use of Metro property, time, or personnel, for other than Metro
business is prohibited. (See Rule 2.07, 2.09 and SOP 2.114)
R Rev. 02/26/07
4.13 Safeguarding Metro Property 4

Operators must protect Metro property by storing equipment properly,
particularly at outside locations. Operators must exercise care in the
operation and use of Metro equipment. Never purposely operate any

Metro equipment or use any Metro property in such a manner that it
causes malfunction and / or damage to the equipment / property. Acts
of vandalism and other incidents resulting in damage must be reported
to BOC immediately by sending the appropriate text message from
the Police menu. Operators must not engage in acts of vandalism or
littering on Metro vehicles or property. Front doors on buses equipped
with a locking mechanism should be locked when the bus is unattended.
(See Rule 1.07, 2.06, 2.19, 8.08 & SOP 1.101, 2.119)
4.14 Food / Beverage on Board (By Operator)

The consumption of food and / or beverages on board Metro vehicles
is permitted in the division yard during the pre-pullout period, at
terminals, layovers, and under the following conditions:
• DO NOT place food and beverage containers on the dash,

instrument panels, fare box, or any location where spillage
would damage controls or wiring of the vehicle
• Empty or unused containers must be placed in the trash

receptacles, and the area inside the bus must be kept clean
• Unused containers or uneaten food must be properly stored

and out of public view
Operators must not consume food and/or beverages at any time

while operating any Metro vehicle or while riding as a passenger,
whether vehicle is in or out of service.
4.15 Transporting Friends or Relatives

Transporting friends, relatives or unauthorized personnel in any
Metro vehicle, including a “not in service” bus at any time is strictly
prohibited.
4.16 Misuse of Employee Pass

Operators must not allow their pass to be used by any unauthorized
person. Dependents that allow any unauthorized person to use their
pass will lose their pass privileges. (See SOP 8.114)
Rev. 02/26/07 R
4 4.17 Occupying Seats to the Exclusion of Fare

Paying Customers
Any Metro employee and their dependent(s) riding on passes must
not occupy seats to the exclusion of fare paying customers. The seat
restriction does not apply to Line Instructors, Schedule Checkers,
or Metro supervisory personnel assigned to ride for the purpose of
checking or instructing.
Operators using line service to make relief or after being relieved

will not occupy the first seat behind the Operator or the two front
seats on the right side of the bus.
4.18 Solicitation
Metro employees may not solicit money or public support for political,
religious, social, or other causes while on duty or on Metro property
without the written consent of the proper Metro representative.
Operators must use good judgment in prohibiting solicitors from
disturbing customers; distributing or displaying unauthorized
materials on Metro property or vehicles. Operators are prohibited
from making lewd or suggestive remarks to customers, or soliciting
addresses and telephone numbers.
4.19 Wage Garnishments

Operators that fail to meet their financial obligations, resulting
in garnishment for more than one judgment, may be subject to
disciplinary action.
4.20 Outside Employment

In accordance with the Metro Ethics Policy, Operators must obtain
specific written approval from their Division Manager before
becoming identified with or engaged in any other business or
employment. Operators engaged in secondary employment must
complete an Operator’s Daily Log. (See Rule 2.52 and SOP 2.112)
R Rev. 02/26/07

This section contains specific rules governing the appearance of
operators and Student Trainees. Metro’s public image is largely
influenced by the appearance of its employees. Operators must
rule - appearance
maintain a neat, clean and professional appearance at all times.
The Operator interacts directly with the public, and therefore must
present a professional, service-oriented appearance.
5.01 Reporting for Duty

When reporting for duty, an Operator must appear neat, clean, and
orderly dressed in regulation Operator’s uniform (See Rule 6.01)
5.02 Hair
An Operator’s hair must be clean and well groomed. For safety
reasons, hair must not hang over the eyes, or otherwise interfere
with his/her vision. The hair may be placed in a braid, ponytail or
hair clips; however, these devices must be conservative in size and
style. Headbands, ribbons and scarves are not permitted. Hair shall
not be of an unnatural color (including but not limited to blue, pink,
green, blood red, purple, etc.)
5.03 Moustache, Beard, Sideburns

An Operator’s moustache, beard and sideburns must be trimmed
and groomed.
5.04 Fingernails
In order to ensure maximum control, an Operator must be able to
fully grip the steering wheel. As a safety precaution, an Operator’s
fingernails must not exceed ½ inch measured from the tip of the
finger. (See SOP 3.117)
5.05 Jewelry
Jewelry must be conservative and appropriate for the workplace. An
Operator should not wear expensive jewelry. Earrings are limited to
one on each ear and should be of conservative size and style, not to
exceed ½ inch in size. Facial jewelry is strictly prohibited including
tongue piercing. Jewelry should not interfere with the safe operation
of bus, train, or equipment.
Rev. 02/26/07 R

This section contains specific rules governing the Operator’s
authorized uniform. When reporting for duty, the Operator’s uniform
must be neat, clean, and wrinkle free; not faded, frayed or with visible
rule - uniforms
damage. Any repair or alteration to the uniform must be done in a
professional manner. Shoes must be shined. Operators must wear
the approved uniform and accessories in the proper size. All uniform
shirts, blouses, jackets, or sweater must bear the regulation Metro
emblem with the Operator’s legible badge number.
6.01 Uniforms
An Operator must report to work in regulation uniform and must
be in regulation uniform at all times while on duty. This includes
reporting for Instruction or additional qualification. The Operator
will be considered on duty from the time he/she reports for sign-on
until sign-off at the end of his/her assignment. Failure to report for
duty in regulation uniform will be considered not in compliance
with this policy and may result in removal from service. An
Operator must not wear the uniform at any time or place that may
bring discredit to Metro (whether on or off duty).
An Operator must purchase all uniform items from a Metro

authorized uniform vendor. All other clothing or items worn are
not considered regulation and are not authorized. (See SOP 6.101)
6.02 Minimum Uniform

The prescribed minimum uniform must be worn when on
duty. Wearing partial uniforms will not be permitted, except for
probationary Operators.
The minimum uniform is: Uniform shirt or blouse, uniform

trousers, black belt, black shoes and black or navy blue socks/hosiery.
Regulation neckwear must be worn when wearing the long-sleeved
uniform shirt/blouse.
Probationary Operator: Regulation uniform shirt/blouse with dark

trousers, which may or may not be regulation with black shoes, and
black or navy blue socks/hosiery. Regulation neckwear must be
worn when wearing the long-sleeve uniform shirt/blouse.
6.03 Jackets
Eisenhower Jacket
Command button front dress jacket, “Eisenhower” style.
Bomber Jacket
Nylon bomber jacket; dark navy in color with front zipper closures;
featuring a lightweight, insulated zip-out liner with full sleeves and
adjustable snap cuffs.
Rev. 02/26/07 R
Mountaineer Jacket
6 Navy shell with a navy lining jacket (Windproof/water resistant
polyurethane-coated heavyweight Toughlan nylon shell with Anti-
pilling Panda Fleece lining)
uniforms - rule
Note: An Operator must not wear the liner separate from the Unisex
Bomber Jacket. The shirt or blouse must not be visible below
the bottom of the jacket.
6.04 Trousers
Only the approved Western style navy blue trousers sold by MTA
authorized vendors may be worn as part of the Operator’s uniform.
The approved trousers are of texturized polyester, elastique weave,
with front pockets, straight legs, 2 back reece hip pockets, 7 keystone
belt loops, and 1 center back straight belt loop. Women’s trousers
have a non-roll, center back waistband and elastic from side seam
to side seam.
6.05 Shirts or Blouses

Only the approved shirt or blouse sold by Metro authorized vendors
may be worn as part of the Operator’s uniform (Flying Cross/
Conqueror 65% polyester and 35% cotton, permanent press). The
women’s uniform blouse is identical to the men’s shirt except for
minor design variations. Typically, shirts/blouses must be tucked
inside the trousers/shorts. If the shirt/blouse is worn tucked out, it
must have a tailored squared-bottom-edge. The length of the shirt/
blouse must not exceed the length of the Operator’s wrist.
Sleeves on all shirts must not be tucked under, folded or rolled up.
If neckwear is not worn, the Operator may unbutton the top collar
button only.
Regulation neckwear must be worn with long-sleeved uniform shirt

or blouse.
6.06 Sweaters
Cardigan Sweater
A button-front, dark navy, unisex, V-neck sweater, with long sleeves
and ribbed cuffs (School Apparel, 100% low-pill acrylic).
Sweater Vest
A pullover or zippered, dark navy, unisex, V-neck, sleeve-less vest
(School Apparel, 100% low-pill acrylic).
Zippered Cardigan Sweater

A front-zippered, dark navy, unisex, crew neck sweater, with long
sleeves, two pockets and a double elbow (School Apparel, 100%
low-pill acrylic).
Note: The shirt/blouse must not be visible below the bottom of the
sweater or vest.
R Rev. 02/26/07
6.07 Shorts (Cargo Shorts) 6

Uniform shorts may only be worn from Memorial Day until October
31st.
rule - uniforms
Cargo shorts are dark navy, polyester, with cargo pockets on center
of side seams (65% polyester, 35% cotton). When wearing shorts,
an Operator must wear socks that are dark navy (same color as the
shorts) or black. With shoes or boots, Socks are to be worn no higher
than mid-calf. If an operator wears boots with the shorts, the top of
the boots must not be more than 1 inch above the ankle.
The length and fit of the shorts must not be altered in any way, with
the exception of the waist. The pockets must not be shortened.
Note:An Operator must not wear a long-sleeved shirt/blouse or

jacket with the shorts.
6.08 Casual Friday Shirts

An Operator may wear an approved vendor Casual Friday shirt
only on Friday. A Casual Friday shirt is a standard style, light blue,
royal blue or white knit, short-sleeved polo shirt, with a center front
placket, two buttons, rib-knit fashion collar and sleeves with cuffs.
A Casual Friday shirt must bear a Metro authorized emblem on the
left chest area. An embroidered badge number must be on the right
sleeve for Bus Operators or on the left sleeve for Train Operators.
A Casual Friday shirt must be tucked into the trouser/shorts, no

exceptions. Neckwear may not be worn with the Casual Friday shirt.
6.09 Neckwear
The Operator’s tie is dark navy, with a woven tone-on-tone, all over
pattern of small Metro logos and shall be “clip-on” type. Female
Operators may wear a mini-ascot design tie with adjustable band
and Velcro closures.
6.10 Shoes/Boots
Footwear must be solid black in color, conservatively styled, with a
polishable finish, and closed toe and heel. The height limit on heels is
1½ inch at the instep; the sole must be no more than ½ inch thick.
When wearing boots, the trouser legs must remain outside the boot
at all times. If boots are worn with shorts, the top of the boots must
not be more than 1 inch above the ankles. Rail Operators must wear
safety shoes that comply with non-electrical hazard and are Metro
approved.
Rev. 02/26/07 R
The following shoes are not permitted:

6
· Athletic shoes
· Tennis shoes
uniforms - rule
· Open heel shoes

· Open toe shoes
· Sandals
6.11 Accessories Head Gear

Caps
A Bus Operator dress hat, round dress cap/8-point cap, beret, and
baseball cap or fur trooper navy antron nylon hat. The baseball cap
must be purchased through Metro authorized uniform vendors and
be navy blue. A baseball cap is polyester-cotton twill weave, adjustable
with a plastic snap closure at center back with the approved Metro
logo only. The approved cap badge must be worn with either the
round dress cap/8-point cap or beret. All caps must be worn facing
forward. No other caps or logos are permitted.
Belt and Leather Accessories

Black leather only. Belt buckles must be conservative in style and
size. The punch holder must be black, to match the belt. The belt
must be purchased through a Metro authorized uniform vendor and
be plain black or basket weave.
Socks/ Stockings
Black or dark navy. Socks worn with shorts must be mid-calf An
Operator who must wear white socks must wear them under the
blue or black socks, and the white socks must not be visible.
Note: Socks/stockings must always be worn with footwear.
Badges and Emblems

Metro authorized shoulder patches with embroidered badge numbers
shall be worn on the right sleeve of all uniform shirts, sweaters, and
jackets. An Operator will be allowed to wear United Transportation
Union (UTU) emblems, not to exceed 1½ badge, emblem, Only
current Metro-issued service award or other approved pin may be
worn on the right breast pocket flap. Metro authorized patches shall
be worn on the right sleeve of all uniform shirts only.
Undershirts
Any undershirt worn beneath the uniform shirt, that may be visible
when not wearing a necktie, must be white. No lettering or graphics
may be seen through the uniform shirt material. The sleeve of the
undershirt is not to exceed the length of the uniform shirtsleeve.
Turtleneck and mock turtleneck shirts are not to be worn.
R Rev. 02/26/07
Service Bars
One bar is equivalent for every 5 years of service. Bars are to be 6
displayed on the left sleeve of the long-sleeved shirt, “Eisenhower
style” jacket, or blazer. Two years of part-time service shall count as
rule - uniforms
1 year of service for the purpose of awarding service bars.
6.12 Watches
While on duty, an employee whose duties affect the movement of
buses or rail vehicles must have in his/her possession, a regulation
railroad approved pocket or wristwatch. The employee must have
his/her watch certified by the Instruction Department. Digital
watches are not permitted. (See SOP 6.102)
6.13 Probationary Operator/Student Trainee Dress Code

A Probationary Operator or Student Trainee must wear proper attire
when reporting for duty. Clothing must be clean and suitable for a
professional environment. No denim of any kind may be worn.
Shirt/Blouse
A regulation uniform shirt or blouse with the proper embroidered
badge number must be worn no later than the 4th week of
classroom. Shirt or blouse must be tucked in at all time while on
duty. Regulation neckwear must be worn when wearing the long-
sleeve uniform shirt or blouse.
Pants
Solid navy blue or black pants must be worn. Pants may or may
not be regulation. No excessive bagginess, wide legs or tightness is
permitted. Pants must be worn at the waistline. Dickie or Docker
style pants are recommended if not wearing the regulation pants.
Shoes/Socks/Stockings
Footwear (shoes or boots) must be solid black polishable leather.
Footwear must have a closed toe and heel with a conservative heel
height, not to exceed 1 ¼ inches at the instep, and a sole no thicker
than ½ inch. Pant legs must be worn outside of the boots. Socks or
stockings must be navy blue or black only.
Accessories
Solid navy blue or black sweatshirts, sweaters, or jackets conservative
style, with no emblems or logos is permitted. Belts must be worn
if required by pants style. Belts must be dark in color and of a
conservative style. Buckles must not be offensive and must be of a
conservative style
6.14 Safety Vest

Safety vest must not be worn when operating in revenue service.
Rev. 02/26/07 R

This section contains specific rules governing the effective interaction
between customers and Operators under reasonable conditions.
Operators must use good judgment (protect self and customers first,
rule - operator/customer relations

then property, when necessary, take steps to deescalate and control
situations) when dealing with customers. Situations arising not covered
in this section should be reported to BOC using the appropriate text
message from the corresponding menu. A violation of any part of these
rules and/or failure to exercise good judgment may result in disciplinary
7.01 Customer Relations

Keeping in mind all the rules and procedures involved in performing
the duty of providing unfailing service, Operators are to provide at
minimum, continual service. Continual service is:
• Operating safely while striving for reliable service

• Greeting customers / acknowledging their patronage
• Fair / consistent treatment of all customers
• Being prepared to assist customers with special needs
• Answering questions / providing informational material
• Being aware of customer activity / maintaining a safe
environment
• Reporting policy noncompliance without inconveniencing
other customers / delaying or interrupting service at expense
of others
• Maintaining a clean and safe bus
(See Rule 7.02, 7.05 - 7.09, 7.13 – 7.17, & 7.19 – 7.23 & SOP 7.101 – 7.102,
7.109 – 7.110 & 7.112 – 7.113))
7.02 Assisting Customers

Operators are required to ask customers who may appear to have
special needs including, but not limited to: visual impairment, using
a wheelchair / crutches / walker, handling small children / stroller,
packages, etc… if they need help with boarding, alighting, reaching
the securement area or a seat, using the securement devices, etc…
The offer of assistance must include, at minimum, the words; “Do
you need help with…?” Operators must address this offer, in a clear
voice, and address it directly to the customer. Operators must also
provide such assistance upon request from the customer. Operators
must never place their hands on a customer without first alerting
them to the need to do so to be able to help them.
(See Rule 7.01 & SOP 3.124, 7.110)
Rev. 02/26/07 R
7 7.03 Calling Stops

Operators are responsible for knowing how to use the Automatic
Voice Annunciation (AVA) system and using it to announce the
street names along a route. In the event that the Automatic Voice
operator/customer relations - rule
Annunciation (AVA) system is not operational, make announcements

in a clear, distinct voice. If available, a public address, (PA) system
should be used. Federal regulations (ADA) require the announcement
of all transfer points, major intersections, and destination points,
points of interest and any stop or location upon request. In addition,
make announcements at sufficient intervals along a route to orient a
customer with a vision impairment to their location. (See SOP 7.103)
7.04 Passenger Stop Request Signal

The stop request control switch must be in the “ON” position at all times.
7.05 Conversation
Avoid all unnecessary conversation while the bus is in motion.
Questions should be answered briefly and politely, without diverting
attention from the road. Treat and answer each question as if it is
the first time you have heard it, regardless of how many times you
have heard it asked before. Informational material: (schedules,
route updates, etc…), should be provided for customers to help with
and minimize inquiries. (See Rule 3.24 & 7.01)
7.06 Fare Policy Enforcement

Operators are required to enforce the fare policy equally and fairly
with each customer. Operators are required to make a reasonable
attempt to collect fares. When requesting compliance the Operator
should keep in mind their safety and that of the other customers
as well as maintaining service. If the customer does not or cannot
comply the Operator is required to politely inform them once
to comply with the fare policy. If the customer does not comply,
DO NOT pursue the matter any further, and record the fare issue
through the Universal Fare System (UFS fare box). (See Rule 7.00,
7.01, 7.21, 7.23 & SOP 8.102)
7.07 Enforcement of Laws, Ordinances, and

Metro Policy
Operators must be respectful and civil when requesting customers to
comply with laws, ordinances, and Metro policies. Any such requests
should be made only once. If the customer fails to comply with the
request, DO NOT pursue the matter further. Non-compliance will
require Operators to use their good judgment to choose the best path
to take for handling the situation. When dealing with customers be
aware of actions and words used when requesting compliance. Be
selective of the words used and the tone with which they are spoken.
Neither should be offensive nor sarcastic.Use of the ATMS radio to
report incidents may be necessary. (See Rule 2.37, 7.00, 7.01, 7.06,
& SOP 2.130, 8.102)
R Rev. 02/26/07
7.08 Detaining Customers 7

DO NOT attempt to prevent customers from leaving the bus, unless
it is unsafe to alight. If there is a dangerous situation on the bus,
stop at the first safest place, secure the bus and open both doors.

(See Rule 7.01)
7.09 Ejection
It is illegal and prohibited for Operators to place their hands upon a
customer without that customer’s permission. Customers behaving
in a destructive or offensive manner should be requested to stop the
offending conduct. Operators are to use their best judgment when
choosing the words to use to address the situation. Words, tone and
actions should never be sarcastic or offensive. Situations that could
result in an altercation must never be pursued.

If it becomes necessary to request the offending party to alight,
use good judgment and common sense. When requesting that the
offending party alight the bus, the vehicle should be pulled over
at a safe location, (never in an uninhabited area), with both doors
open. Small children or persons who appear to be in a vulnerable
condition must never be ejected. If the situation warrants police
assistance, contact BOC by sending the appropriate text message
from the Police menu when it is safe to do so. Operators must
report an ejection to BOC. If the Operator executed the ejection,
a Miscellaneous Report must be submitted to the proper Metro
representative. If the ejection was done by a law enforcement agency,
the Operator must submit an Accident/Incident Report (SAFE-3).
In either instance, Operators must collect as many Courtesy Cards
from customers as possible.
7.10 Refusing Transportation

Transportation may be refused to an individual or group who poses
a threat to, or endangers the safety of the Operator, customers, and
/ or Metro equipment. Report any incidents of refusal of service
to BOC via the appropriate text message from the Administration
menu on the ATMS radio, or if necessary initiate a voice call, in the
(PRTT) mode. Also, report the incident to the Division Manager on
a Miscellaneous Report, accompanied by as many Courtesy Cards as
possible on the day of occurrence. (See Rule 7.11)
Rev. 02/26/07 R
7 7.11 Passing up Customers

Every effort must be made to ensure that customers are not passed
up. Aside from instances of refusing to transport as explained in
Rule 7.10, Operators are expected to exercise good judgement and
common sense and must never intentionally refuse service, leave

the bus in an unsafe area, or pass up customers at any bus stop
except for the following reasons:
• When instructed to do so by Metro supervisory personnel

• Bus is at full capacity, (contact BOC, state location where
service was stopped and resumed, and the approximate
number of customers who were passed up)
• When 2 buses on the same line and route, operating together

may skip stops to assist one another. Far terminal buses
must make all stops; Rapid, Express, or Limited buses,
must not pass any designated stops without first determining
that customers who may want such service are not being
passed up. (See Rule 7.10 & 7.15)
7.12 Not in Service Trips (Customers)

Customers will not be allowed to ride buses on “Not in Service” trips
without authorization from the proper Metro representative.
(See Rule 4.15)
7.13 Unnecessary Service Delays

At any time, while operating any Metro vehicle, Operators must never
stop to purchase food, beverages, or to conduct personal business.
Stopping along the route to use the restroom in an emergency is
permissible. If said stop is at a business that sells food / beverages,
Operators are not permitted to make purchases. Contact BOC with
the appropriate text message from the Administration menu to alert
them of the need to stop. (See Rule 2.07, 2.09, 7.01 & 4.12)
7.14 Articles Carried Aboard Metro Buses

Customers will be allowed to carry articles aboard Metro buses,
provided such items can be kept in a location where they will not
interfere with the safe operation of the bus, or block the aisle or
doors. Any item that creates a safety hazard due to its size or nature
of contents is prohibited. The following items must not be carried
on board Metro buses:
• Glass or sharp objects, unless properly packaged

• Bicycles*
• Surfboards
• Explosives, flammable liquids or materials / any gas
powered item
• Items likely to endanger the safety of the customers
R Rev. 02/26/07
Customers with disabilities must be allowed to board with respiratory

equipment and / or portable oxygen tank. Additionally, any type of 7
mobility or walking aid is permitted.

*Operators may allow a customer to bring a bicycle on board the last
bus on a route, if the headway is one hour, if the bike rack is full or
defective, or if the bus is not equipped with a bike rack. The bicycle
must not block the doors or the aisle. In the event that the bus is at full
customer capacity and bringing the bicycle aboard is not reasonable
or safe, contact BOC immediately. (See Rule 7.01 & SOP 7.114)
7.15 Wheelchairs / Customers with Disabilities

To be in compliance, every Operator shall provide customers with
disabilities equal access to Metro services as it is available to all
customers. The effort shall include allowing customers using a
wheelchair to board first and alight last. Also, request that able-bodied
persons occupying senior/disabled priority seats surrender them
in deference to the boarding disabled or senior party. Operators
are required to make the request, but are not required to demand
compliance.
If, for any reason, a customer defined in this book as a person with
a disability is unable to board, Operators must, (in the presence
of the customer, before departing location) notify BOC with the
appropriate text message from the Wheelchair menu or a voice call
in the PRTT mode if necessary. Operators must inform BOC of:
• Customer’s location
• Customer’s destination
• Reason the customer could not be accommodated
• Number of persons traveling with the customer
(See Rule 7.01, 7.02 & SOP Section 7)
7.16 Use of Accessible Equipment (kneeling device,

lift, ramp)
As specified in ADA guidelines, use of the lift, ramp or kneeling
device shall not be restricted to customers using wheelchairs. Upon
request, any individual who wishes to use the wheelchair lift / ramp
or kneeling device to board and / or alight, will be permitted to do so.
All lifts or ramps will be deployed as close to the bus stop as allowed
(12-18” or up to 24”) and in a location that is free of obstacles.

Rev. 02/26/07 R
• Standing while on a lift - Exercise caution and follow the

7 prescribed procedures for safe operation of the lift. Instruct
the customer to use the handrails, remain still, and be alert to
overhead hazards. Operators may recommend that only one
customer occupy the lift at a time, but will not refuse service
to anyone who wishes to have someone assist them on the lift
as long as the combined weight does not exceed manufacturer’s
recommendation of 600 lbs. Customers accompanied by a service
animal may use the lift with the animal as long as they can safely
control the animal while on the lift. (See Rule 7.01 & SOP 7.110)
7.17 Mobility Aides

Customers using walking aides including but not limited to walkers,
canes, crutches, or braces are afforded the same protection of rights
under ADA as customers using wheelchairs. Once the customer is
safely onboard Operators must make an effort to accommodate the
customers special needs, which should include giving them more
time to find a seat, help them find a seat, or time to hold on to
a stanchion, rail or strap before pulling away from the bus zone.
It may also include requesting that another customer vacate a seat.
Operators will not insist on compliance. When alighting, Operators
should not pull away from the bus zone until the customer has safely
walked away from the bus, allowing distance between the customer
and the bus. (See Rule 7.01 & 7.113)
7.18 Restroom Facilities (Customers)

(Obsolete – deleted)
7.19 New Rule

Breastfeeding
California state law and Metro policy specifically allows nursing
mothers to breastfeed an infant/child while riding Metro buses.
Operators are prohibited from having any verbal exchange or taking
any physical action that is intended to restrict the rights of a mother
to breastfeed. If a customer complains to the Operator about another
customer breastfeeding, politely explain the law / policy and suggest
that they may be more comfortable taking a seat elsewhere on the
bus. (See Rule 7.01)
7.20 New Rule

Deviating from Procedures
Operators may encounter situations that require deviating from
prescribed procedures. When these situations arise, Operators are to
consider their safety and that of their customers and the equipment.
Operators will use their best judgment to decide what procedure
best serves the customer, thus enhancing customer service, but
never violating or compromising basic rules and safety practices.
Contact BOC if a situation requires it. (See Rule 7.00 & 7.01)
R Rev. 02/26/07
7.21 New Rule 7

Fair & Consistent Treatment of Customers
Operators are required to treat all customers, in a consistent,

courteous, respectful, and professional manner at all times. When
dealing with customers be conscious of actions and words used
when requesting compliance. Be selective of the words used and the
tone with which they are spoken. Neither should be offensive nor
sarcastic. (See Rule 7.01)
7.22 New Rule

Greeting Customers
Operators are required to greet all customers. A greeting can be
verbal, a gesture (simple nod of the head), or eye contact. When
greeting the customer, turn towards them, attention should be
focused on customers as they board. Upon boarding or alighting
acknowledgment of their patronage should be noted with a
statement, which may include: “Thanks for riding Metro”. Creating
a welcoming atmosphere will help in several situations, including
policy compliance. (See Rule 7.01)
7.23 New Rule

Reliable Service
Operators should strive for delivering reliable service while
operating safely. Safety is a priority at all times and it should never
be compromised for schedule adherence. Operators are to use good
judgment when encountered with situations that may interfere with
maintaining service reliability. Unnecessary delays affect customers
and coworkers. (See Rule 7.01)
7.24 New Rule

Personal Mobility Devices (Segways)
Customers with a disability using a Segway as a Personal Mobility
Device (PMD) are to be accommodated on Metro buses. Operators
are to accept any form of Metro authorized identification indicating
that the customer has a disability. If the customer claims to have a
disability and, is using the PMD the Operator is to accept the word
of the customer that they have a disability.
Operators may not ask the customer what their disability is but may
ask what the device permits the customer to do. The PMD does
not need to be used specifically for that trip; it may be needed for
an activity that is unrelated to their bus trip. (See Rule 7.14, 7.17 &
SOP 7.114)
Rev. 02/26/07 R
7.100 General Statement-Customer Relations 7

This section contains guidelines for maintaining professional and
courteous relations with customers under reasonable conditions.
Situations may arise that are not covered in these Rules and SOP.
sop - operator/customer relations

In these instances Operators must exercise good judgment (protect
self and customers first, then property, take steps to deescalate and
control situations). All such situations must be reported to the
proper Metro representative. A violation of any part of these rules
and / or failure to exercise good judgment may result in disciplinary
7.101 Communication / Language Barriers

Exercise patience when dealing with customers who do not speak
English, may have a speech impediment, hearing impairment, or
difficulty communicating. When speaking with such customers,
face them (if bus is not in motion); speak in a normal, distinct,
and clear voice, (do not shout). Exercise patience and if necessary,
request assistance from another customer. (See Rule 7.01)
7.102 Request for Information

Provide customers with general information when requested to do
so. Operators unfamiliar with time schedules or route information
should politely suggest that the customer call: 1-800-COMMUTE or
visit the Metro website at www.metro.net to obtain route and schedule
information for Metro and other local transit agencies. Deaf or
hearing-impaired customers may access TTY service to obtain route
and schedule information or they can contact a Customer Relations
Representative by dialing 1-800-252-9040. All other customers
wishing to speak with a Customer Relations Representative should
be advised to call 1-213-922-6235. (See Rule 7.01)
7.103 Calling Stops - Bus Interior

Operators are required to announce transfer points, major
intersections, destination points, points of interest and any stop
upon request unless the bus is equipped with a working Automatic
Voice Annunciator (AVA) system. ADA law mandates that
announcements be made at sufficient intervals along the route to
help customers, including those with visual impairments or other
disabilities, to reach their destinations. Ensure that the AVA system
is on, functioning properly and at a volume that can be heard by
all customers, all the time. If the AVA is not operational, use the
public address system. The announcements should be made in a
clear, distinct voice.
Calling stops benefits both the Operator and the customer. By

calling stops, Operators will experience fewer missed stops and
reduce dwell time at each stop. Calling stops increases an Operator’s
familiarity with the stops along the route, and makes them better
equipped to answer questions from customers. (See Rule 7.03)
Rev. 02/26/07 S
7 7.104 Exterior Speakers

In the event that the AVA system is not operational, use the exterior
speaker for announcing: line number and destination at multiple
line bus zones for visually impaired customers, when the headsign
operator/customer relations - sop
is inoperable and when deploying a lift / ramp. (See SOP 7.112)
7.105 Alighting
Politely request customers to exit through the rear doors in order
to reduce congestion around the fare box. Disabled and/or senior
customers should always be allowed to use the front door when
alighting for safety reasons if they so desire. Operators should be
courteous and use their professional judgment in recognizing when
a customer should be allowed to exit through the front door.

7.106 Standing Customers
Politely request that customers who are unnecessarily blocking the
aisles or standing in the front step-well to please move beyond the
standee line and towards the rear of the bus.
7.107 Smoking, Food, Beverages, or Radios on Buses

(Customers)
If a customer is observed violating Metro rules prohibiting smoking,
eating, drinking, or playing a radio or other audio equipment
(except when using headphones), courteously inform the customer
that such activity is prohibited. Operators should be conscious of
the tone voice and the words used when speaking to the customers,
neither should be harsh. If the customer does not comply with the
request, do not pursue the matter and do not delay or interrupt
service; instead, report the incident by sending the appropriate text
message from the Police menu on the ATMS radio. (See Rule 7.07)
7.108 Carrying Customers beyond a Requested Stop

Once a customer requests a stop either verbally or by using the “stop
request” signal Operators are required to stop at the next available
bus zone when it is safe to do so. Customers may remain seated until
the bus has come to a complete stop. If for any reason a customer is
carried beyond their desired stop, allow the customer to alight at the
next safest location and apologize for the inconvenience.
7.109 Courtesy/Emergency Stops

Use good judgment and caution when boarding or alighting
customers at locations other than established bus stops. Safety must
always be the primary consideration and never be compromised.
(See Rule 2.14, 7.01 & SOP 3.140, 7.113)
S Rev. 02/26/07
7.110 Accessible Equipment 7

Pre-pull Out Safety Inspection
Operators are required to check all accessible equipment (ramp, lift,
kneeler, all securement devices, stop request chime) and must report

any problems to the Maintenance Department prior to pullout. A
tagged (inoperable) lift will not be checked (cycled), but it will be
noted on the Operator’s Vehicle Condition Report Card.
Post-pull Out
If Operators encounter a defect affecting accessible service after
pulling out of the division yard, they must notify BOC and note the
defect on the Operator’s Vehicle Condition Report Card. Operators
being relieved should notify the relief Operator of any defective
accessible equipment.
Customer Stops
When a customer in a wheelchair boards the bus, report the boarding
using the appropriate text message from the Wheelchair menu on
the ATMS radio from the boarding location and again when the
customer alights.
If for any reason Operators are unable to board a customer using a

wheelchair, they must inform the customer of the reason for the pass-
up, and notify BOC of the customer’s location and their intended
destination. This notification is to be made before leaving the stop,
send the appropriate text message from the Wheelchair menu or if
necessary a voice call using the PRTT mode on the ATMS radio. If
unable to contact BOC via radio, use the telephone for notification.
When the headway is fifteen minutes or more, make the call from
the nearest telephone available along the route of the line. When
the headway is less than fifteen minutes, complete the trip, and
make the call from the terminal or layover zone.
Allow a customer in a wheelchair to board first and alight last. This

will allow the customer the greatest possible freedom of movement
inside the bus, and will benefit the Operator by reducing the dwell
time in the bus zone.
To ensure safe boarding, a wheelchair must fit completely onto the

lift. The brake on the wheelchair, if so equipped, should be applied
to prevent the chair from rolling while on the lift. Customers may
board facing either toward or away from the bus. Suggest that the
customer back up onto the lift / ramp in order to facilitate the
maneuvering required to fit into the securement area; however
respect the customer’s preference.
Rev. 02/26/07 S
Allow senior and / or customers with disabilities or any customer that

7 is unstable (hands occupied, handling children / packages, etc.) to
secure a seat, stanchion or handrail / strap behind the yellow safety
line before departing the bus zone. Operators must remain aware of
customer movements onboard and adjust their operation accordingly.
Using Lift, Ramp or Kneeling Device

Select a flat, open area for boarding or alighting of a customer using
a wheelchair. Do not deploy the lift / ramp at locations where trees,
utility poles, fire hydrants or other such obstacles could jeopardize
the safety of the customer or cause damage to the equipment.
When using the wheelchair lift to assist a customer in boarding or
alighting, the barrier plate must be up at all times, except when the
platform is resting on the ground or in the fully stowed position.
When deploying the ramp in a driveway or at street level, utilize the
kneeling device to ensure that the slop of the ramp does not prevent
the customer from safely boarding or alighting the bus.
Stowing the lift with a customer on the platform could result in

serious injury to the customer. No person or object should be on or
near the lift platform during the stow operation. In the event of a
malfunction involving the lift, discontinue the use of the equipment
and notify BOC as soon as possible. Do not use a defective lift. If
the ramp malfunctions, manually deploy and stow it using good
lifting techniques and exercise caution when it is deployed onto the
landing area or stow area.
A customer using a wheelchair may board a bus with a non-working

lift if they have a standard-size, folding wheelchair and accompanied
by a person who is physically able to assist with boarding, seating
and alighting. Also, if the customer is physically capable of doing so
without assistance they should be permitted to board.
Customers are permitted to use the lift with another person on

board which may or may not be a Personal Care Attendant (PCA) or
a service animal (customer must have control of the animal while
on the lift) if so requested as long as the total weight does not exceed
the manufacturers recommended weight maximum of 600 lbs.
When Operators must spot the bus more than 18 inches from the
curb due to an obstruction or hazard, Operators shall offer to deploy
the ramp or kneel unless it is unsafe to so, so that older adults or
any person with mobility impairments may board or alight without
stepping up or down the higher first level step.
S Rev. 02/26/07
Wheelchair Securement
Operators are required to ask able-bodied customers that are 7
occupying seats in the area reserved for seniors and customers with
disabilities to vacate the seats when customers with a disability board

the bus. If the customer does not comply with the request, do not
pursue the matter and do not delay or interrupt service. Operators
should not insist on compliance.
An Operator shall secure each wheelchair in the bus using a minimum

of three (3) tie-down straps, or, if available, the rear wheel clamp
device for a manual wheelchair only (the rear wheel clamp device
does not work on electric wheelchairs). Tie-down straps should be
attached to a structural section of the wheelchair, such as the frame
or the frame of the seat. Two straps shall be connected at the front of
the wheelchair and one strap attached on the rear of the wheelchair
so that the wheelchair does not move more than two inches when
secured (as required under the federal ADA Rules and Regulations).
The harness-type seatbelt and shoulder strap should be fastened
around the customer unless the customer refuses to be so secured.
A customer in a wheelchair should, but is not required to, apply the

braking device while on the lift or in the securement area, Operators
can only recommend that it be done for their safety. In the event
a customer in a wheelchair refuses to be secured, Operators may
not refuse to transport the customer; however, notify BOC of the
customer’s refusal to be secured at the time the wheelchair boarding
is reported. It is the responsibility of the Operator to ask whether
the customer is secure, both on the lift and in the securement area.
Operators are required to ask every boarding customer who uses a
wheelchair whether they need assistance in reaching the securement
area or using the securement devices. At minimum, this offer of
assistance must include the words; “Do you need help…?”
An Operator may recommend to the customer in a three-wheel

scooter (wheelchair) to transfer to a vehicle seat; however, the
Operator may not require the individual to transfer. If the customer
chooses to move to fixed seating, then the wheelchair must be
secured as required.
Use of Accessible Equipment by Other Customers

In addition to customers using wheelchairs, any individual requesting
to use the lift / ramp is permitted to use it upon request. The customer
should be instructed to use the handrails and remain still while the
lift is in motion. Be alert to overhead hazards and use caution in
order to prevent the customer from losing balance or striking their
head on the doorframe. The kneeling feature can also be used at the
Operator’s discretion. Kneeling the bus facilitates customers that may
have difficulty stepping up onto the bus or down onto the street if the
curb is not accessible. (See Rule 7.01, 7.02, 7.15 - 7.17 & 7.24)
Rev. 02/26/07 S
7 7.111 On-Time Performance Warranty Program

(Obsolete – delete)

7.112 “Flash Cards” for Visually Impaired Customers
Customers who have difficulty reading bus head-signs may obtain

route identification cards, “Metro Flash Cards” from the Customer
Relations Department. The 3” x 6” cards can be seen easily when
approaching the bus zone. Be alert for customers displaying these
cards, particularly while servicing bus stops, which serve more than
one bus line. Make every effort to afford them ample opportunity to
board the desired bus. If the AVA system is not operational, use the
exterior speaker to announce line and destination information.
(See Rule 7.01 & SOP 7.104)
7.113 New SOP

Boarding / Alighting Customers
Never rush customers either on or off the bus. All customers should
be allowed to board and alight safely. Operators must be aware
that some customers (elderly, disabled, small children, unstable,
intoxicated, etc…) may require more time and more distance
when boarding and alighting. Some customers may be physically
unstable or may be struggling with packages, children, etc. which
does not allow them the use of their hands. These customers
should be afforded more time and distance before departing the bus
zone. More time may be needed for securing a seat, positioning at
a stanchion, handrail, or a hanging strap. More distance may be
needed when stepping off and away from the bus. Remember to
monitor the mirrors (interior & exterior) when pulling into, servicing
and pulling out of a bus zone. (See Rule 7.01 & SOP 3.152)
7.114 New SOP

Personal Mobility Devices (PMD) are permitted on Metro buses.
Customers using a PMD must maneuver it onto the lift without
the assistance from the Operator and it must be secured in the
wheelchair securement area and nowhere else (Operators may
assist with securing the PMD or removing securement devices if
needed or requested). The PMD may be “on” but in either standby or
walking mode when being maneuvered onto the lift. The customer
may accompany the PMD on the lift but may not ride it while the lift
is moving. The PMD must be in the “off” position during this time.
When using a ramp to board a low floor bus, the customer may push
or pull the PMD onto the vehicle. The PMD must be turned off and
remain off once the customer reaches the securement area.
S Rev. 02/26/07
Use a minimum of two straps to secure a PMD. Place the straps

around the best securement location for the PMD as determined by 7
the customer. When secured, the PMD should not move more than
two inches in any direction. Once secured, the PMD will remain in

the “off” position.
It is recommended that the customer sit in the closest available seat

to the PMD. If no seats are available, the customer shall stand as
close to the PMD as available.
Customers attempting to board with a PMD under the influence of

intoxicating substances including alcohol and / or drugs will not be
permitted to board.
Operators are required to report PMD activity in the same manner

as wheelchair activities are reported using the appropriate ATMS
radio text messages from the wheelchair menu or when necessary
a voice call.
It is recommend that only the smaller PMD be allowed (30” x 40”

base x 60” height) on board because it fits the bus easily and is
easier to maneuver on the bus. (See Rule 7.14, 7.17 & 7.24)
Rev. 02/26/07 S

This section contains specific rules governing the collection of fares
under reasonable conditions. Operators must use good judgment
(protect self and customers first, then property, when necessary,
rule - fares
take steps to deescalate and control situations) when dealing with
customers. Situations arising not covered in this section should
be reported to BOC. A violation of any part of these rules and/or
failure to exercise good judgment may result in disciplinary action
appropriate to the nature of the offense.
Separately published tariff and transfer regulations, current as

revised, are hereby made a part of these rules.
8.01 Inoperable Fare Box

Operators must notify BOC with a text message from the Mechanical
Problems menu whenever a fare box becomes inoperable. Customers
may continue to deposit fares in the defective fare box, unless it is
jammed and will not accept them. If the fare box will not accept
any money Operators are to inform customers of the situation and
allow them to board without collecting a cash fare until the fare box
is repaired or the bus is replaced. Operators being relieved must
inform the relief Operator of any defects and the current situation.
8.02 Tampering With Fare Box

Operators are strictly prohibited from tampering with the fare box.
Operators are not permitted to use any non-Metro tools to clear the
fare box, only Metro approved issued equipment, (to clear the coin
section of the fare box) is permitted. (See Rule 3.05)
8.03 Depositing Fares

Customers must place all fares in the fare box slowly one coin at
a time. Operators should help customers that request assistance
depositing the fare who may have a disability. At terminals, Operators
should courteously request that customers, who have boarded the
bus during their absence, deposit their fare in the fare box.
Operators finding coins in the coin return slot may redeposit them
if there is no customer available to do so. Envelopes used to collect
rejected or foreign coins will be secured along with other fare media
until they are turned in at the end of the Operator’s assignment.
(See Rule 8.04 & SOP 8.101)
Rev. 02/26/07 R
8 8.04 Fare Disagreements

Operators are required to make a reasonable attempt to collect fares
and enforce the fare policy equally and fairly with each customer.
Operators are required to politely inform them once to comply with
fares - rule
the fare policy. When requesting compliance the Operator should

keep in mind their safety and that of the other customers as well
as maintaining service. If the customer does not or cannot comply,
DO NOT pursue the matter any further, and record the fare issue
through the Universal Fare System. (See Rule 7.01, 7.06, 7.07, 7.21,
7.23, 8.00 & SOP 8.102)
8.05 Not Accounting for Passengers (NAP)

Not accounting for passengers is considered a major rule infraction.
N.A.P. includes:
• Missed fares
• Unnecessary hand collections
• Improper sale or acceptance of fare media
• Failure to handle fares correctly
• Failure to issue or inspect zone checks
• Failure to turn in fare media collected (See Rule 4.01 & 8.04)
8.06 Counterfeit Passes / Fare Media

Exercise discretion and use good judgment when presented with
suspected counterfeit fare media. DO NOT attempt to confiscate the
fare media. If an Operator encounters a customer who refuses to
pay or who presents invalid fare media, a reasonable attempt should
be made to collect the fare. Choose polite words and an appropriate
tone of voice (not rude or sarcastic); DO NOT engage in an argument.
Report the incident using the UFS fare box. (See SOP 8.118)
8.07 Zone Checks

Operators must issue and collect zone checks to identify and verify
customers’ proper fare payment on Express service zone increments.
Fare zone limits are listed on the reverse side of the route map.
Operators must adhere to current individual line tariff instructions.
Zone checks may be used for special event service and will be issued
only to the affected routes on the day of the event.
(See Rule 2.13 & SOP 2.117, 8.125 & 8.126)
R Rev. 02/26/07
8.08 New Rule 8

Securing Fare Media
Operators are responsible for all the fare media that is issued to them
rule - fares
as well as any that is collected during their assignment. Day passes
and Metro to Muni transfers are never to be left on the bus when the
vehicle is unattended. When Operators are on the bus, fare media
should be stored out of sight at all times. It is recommended that
Operators keep their fare media with them at all times while on duty,
until it is turned in at the end of their assignment. Operators are
prohibited from having any day passes in their possession when not
on duty. Unused Metro to Muni transfers will be turned in to the
division at the end of the current month of use.
(See Rule 1.07, 2.06, 2.19, 4.13 & SOP 1.101, 2.109)
Rev. 02/26/07 R

This section contains the procedures used for the collecting fares and
accounting for Metro revenue. These procedures may be amended
or changed from time to time by bulletins, notices and special
sop - fares
instructions. Operators are responsible for being knowledgeable of
the fare policy and must keep themselves informed by reviewing the
fare board at the division for any changes. (See Rule 8.05)
8.101 Fare Collection

Customers are requested to deposit the exact fare. All cash and token
fares are to be deposited directly into the fare box by the customer.
All other forms of payment will be inspected for the proper validation.
This includes but is not limited to all passes, (including employee
/ dependent passes), municipal transfers, and rail tickets (TVM
– Metro & Metrolink).
In the event coins are left in the coin return, ask the customer to
redeposit them. If coins are mistakenly left in the return slot, and
a customer is not available, Operators are to redeposit the coins
until they are accepted in the fare box. Rejected coins left behind
by a customer or foreign coins will be placed in a corresponding
envelope and turned in along with all other collected fare media at
the completion of the day’s assignment. (See Rule 8.03 & 8.05)
8.102 Fare Disagreements

Operators are required to account for all customers as they board
and must make a reasonable effort to collect the proper fare. They
are required to enforce the fare policy equally and fairly with each
customer. If a customer presents invalid fare media (expired,
counterfeit, insufficient fare, etc…) Operators are required to politely
inform them once to comply with the fare policy. When requesting
compliance the Operator should keep in mind their safety and that of
the other customers as well as maintaining service. If the customer
refuses to comply or cannot comply with the request DO NOT pursue
the issue, instead report the incident using the Universal Fare System
(UFS) fare box. (See Rule 7.06, 7.07, 7.21, 7.23, 8.04 & 8.05)
8.103 Local Service

Local service lines are numbered 001-299. These lines service all
the designated bus stops along the route from terminal to terminal,
with no restrictions. Basic fare applies to this service.
Rev. 02/26/07 S
8 8.104 Limited Service

Limited service lines are numbered 300-399. These lines operate
partially local at the start of the route and towards the end of the
route. The majority of the stops on the route are limited stops; major
fares - sop
cross streets with connecting lines. Limited stops are listed on the
back of the route map under “service restrictions”. Basic fare applies
to this service.
8.105 Express Service

Express service lines are numbered 400-599. These lines operate in
a combined local and / or restricted service with portions of the route
operating on a freeway or bus way. Additional fare (increments) will
be charged based on the distance traveled by the customer on the
freeway or bus way. Specific instructions regarding increments are
noted on the back of the route map.
Certain lines operate express service during rush hour (a.m. / p.m.)
and local service for the balance of the day. Express increments
along with base fare will be charged during the express (rush hour).
During non rush hour service only the basic fare will apply.
There are no zone increment charges on express service for senior

citizens, customers with disabilities, and any students when current,
valid monthly passes are used, this includes Institution passes,
Metro employee, dependent and retiree passes, special Metro passes
and Safety / Art tour passes.
8.106 Express Increment Stamps

Customers may purchase a monthly express increment stamp to
pay for express service increments. The stamp purchased is based
on the customer’s travel needs. The stamp must be affixed to a
valid monthly pass. Based on the stamp purchased there may be a
difference in the express service fare. This difference may be paid
using cash or tokens. Increment stamps are not valid for payment
of fare on special event services.
8.107 Zones Outside of Los Angeles County

8.108 Printed Tariffs

Lines with fare instructions, zones check procedures, and service
restrictions, (express increments, zone check collection locations,
discharge only stops, etc.) are found on the back of a route map. A
route map without tariff information on the reverse side indicates
that the base fare and local / limited procedures apply. To identify
this type of service the words “Reverse side intentionally left blank”
are printed on the back of the map.
S Rev. 02/26/07
8.109 Metro Passes 8

Day Pass
Valid for unlimited use from time of purchase until 3:00 a.m. the
next day, sold at time of boarding at a regular or reduced cost. Check
sop - fares
customer I.D. and punch “reduced” if sold to a senior or a customer
with a disability. Accepted for base fare on all bus lines, (subject
to zone increment charges). When presented with one at boarding,
verify that the date is valid.
Monthly Pass
Valid for unlimited use for the current month. Accepted for base fare
on all bus lines, (subject to zone increment charges). Customers
using a monthly pass on express lines cannot alight and re-board
the same bus to avoid paying zone increments; they must have an
express stamp affixed to the pass.
Semi-Monthly
Valid for unlimited use from the 1st-15th or 16th-to the end of the
current month. Accepted for base fare on all bus lines, (subject to
zone increment charges – express stamps not sold for this pass).
When presented with one at boarding, verify the current period of
the month.
Weekly
Valid for unlimited use for the current week. Accepted for base fare
on all bus lines (subject to zone increment charges – express stamps
not sold for this pass). When presented with one at boarding, verify
the current week of the month.
8.110 Joint Monthly Passes

(Deleted - replace with New SOP:

Regional Transit Pass – EZ Pass)
Current monthly EZ Pass is valid for unlimited use on Metro
bus and rail lines and valid on all Metro and Municipal bus lines.
Subject to zone increment charges unless a current express stamp
is affixed to the pass.
Rev. 02/26/07 S
8 8.111 Student Passes (Elementary, Jr. High, High School

and College /Vocational) & Institution Passes
Student passes are valid in Los Angeles County only and are intended
for use by students who have met Metro requirements. Passes may or
fares - sop
may not have a photo of the bearer; either is acceptable providing they
have the following information:
• Current monthly stamp

• Effective and / or expiration date
Institution Passes
Student identification cards issued by colleges / universities to
students and its employees may be used as a monthly Metro pass
only when it has a current monthly stamp affixed to it. The I.D. card
will have the bearer’s photo and the college / university logo. Freeway
express zone charges are not applicable. (See Note in SOP 8.105)
8.112 Special Metro Passes

This pass will be honored for travel on all Metro buses and trains.
The bearer of this pass will be exempt of any express increments.
This pass will have the bearer’s photo, name and an expiration date.
8.113 Use of Passes on Special Events

Instructions will be given on individual special event tariffs or by an
Operations Tariffs Notice.
8.114 Employee / Dependent / Retiree Passes

When presented with an employee (regular / temporary), dependent
or retiree pass the person using the pass must be the one whose
photo appears on it. These passes will be honored on all Metro bus
and rail lines and are not subject to fare increment charges. These
passes are valid during the time printed on the pass or as directed by
a General Notice from the Human Resources Department.
(See Rule 4.16)

between Orange County Transit Authority
(OCTA) and Metro
All employee, dependent and retiree passes will be honored for fare
to all destinations serviced by OCTA and Metro. OCTA passes are
clearly identified by the OCTA logo and it will have the bearer’s
photo.
S Rev. 02/26/07
8.116 Exchange of Employee Pass Privileges 8

between Omnitrans and Metro
Only employee passes will be honored for fare to all destinations
serviced by San Bernardino bus lines (Omnitrans) and Metro.
sop - fares
Omnitrans employee passes are identified by the blue Omnitrans logo
on a white background. The employee pass does not have a photo.

between Riverside Transit Agency and Metro
Only employee passes will be honored for fare to all destination
serviced by Riverside Transit Agency (RTA) and Metro. RTA employee
passes are identified by the RTA logo on a white background. The
employee pass does not have a photo.
8.118 Counterfeit Passes / Fare Media

Exercise discretion and use good judgment when presented with
suspected counterfeit fare media. Make an attempt to ascertain
where the fare media was purchased or obtained. Politely request
the customer to surrender the pass, explaining that it is invalid
and suggest that the customer contact Metro’s Customer Relations
Department. A reasonable attempt should be made to collect the
fare. Choose polite words and an appropriate tone of voice (not rude
or sarcastic). If the customer refuses to cooperate, the Operator
should not pursue the matter or attempt to confiscate the pass,
report the incident using the UFS fare box and if necessary send the
appropriate text message from the Police menu on the ATMS radio.
Operators who suspect that an individual is in possession of a stolen

Metro employee, dependent or retiree pass should request that the
pass be surrendered, and the incident should be reported using
the UFS fare box and the appropriate text message from the Police
menu on the ATMS radio. Discretion must be exercised in order to
avoid altercations. (See Rule 8.06)
8.119 Senior Citizen Customers

Cash Fare
Customers requesting a reduced (cash) senior citizen fare must
present identification showing they are at least 62 years of age. An
I. D. card must be presented at the time the fare is paid regardless of
payment method. The following identification cards are acceptable:
• DMV – License, I. D. card

• Social Security Health Insurance card
• Other transit agency (current) senior citizen I. D. card
• Any government agency, (Federal, State, County, City) I.D. card
Rev. 02/26/07 S
Senior citizens boarding an express bus, paying cash or presenting

8 a day pass must show I. D. for the reduced fare and / or applicable
express increment charges. Senior citizen reduced fares do not
apply on certain special events. See individual special event tariffs
fares - sop
for further instructions.
Reduced Fare Card

A Metro issued regular or temporary reduced fare I.D. card must
have a monthly stamp affixed to it and be accompanied by an
accepted photo I.D. Express increment charges do not apply.
8.120 Customers with Disabilities

Cash Fare
Customers with disabilities requesting a reduced (cash) disabled
customer fare must present identification showing that they are
disabled. An I. D. card must be shown at the time the fare is paid
regardless of payment method. The following identification cards
are acceptable:
• DMV – License, I. D. card, disabled placard I. D.

• Social Security Health Insurance card
• Braille Institute I. D.
• Medicare Card
• Other transit agency (current) disabled I. D. card
• Any government agency, (Federal, State, County, City)
disabled I.D. card
Customers with disabilities boarding an express bus, paying a cash

fare or presenting a day pass must show I. D. for the reduced fare
and / or applicable express increment charge(s). Reduced fares do
not apply on certain special events for customers with a disability.
See individual event tariffs for further instructions.
Customers using a wheelchair, white cane (may or may not have

a red tip), any mobility assistance device or traveling with service
animals are not required to show I. D. to qualify for the reduced
fare.
Reduced Fare Card

A Metro issued regular or temporary reduced fare I.D. card must
have a monthly stamp affixed to it and be accompanied by an
accepted photo I.D. Express increment charges do not apply.
Access Service Pass

A photo pass used by Para transit eligible customers. No monthly
stamp required. When presented with one at boarding, check
for expiration date and accept for fare. Allow one Personal Care
Attendant (PCA) to travel free of charge if the card displays “PCA
– YES”. If the card displays “PCA – NO” any one accompanying
customer must pay the applicable fare.
S Rev. 02/26/07
8.121 Ticket Vending Machine Tickets (TVM) 8

TVM tickets are sold at all Metro rail stations. One Way tickets and
Metro to Muni tickets are not valid on Metro buses. TVM Day Pass
tickets are valid on Metro buses. Inspect the TVM Day Pass ticket
sop - fares
for the current date and exchange it for a regular issue Day Pass. If
presented by a Senior / Disabled customer, they must show I.D., and
then exchange it for a regular issue Day Pass that has been punched
“reduced”. Collected TVM tickets are to be turned in along with any
other fare media collected at the end of the Operator’s assignment.
(See Rule 2.48)
8.122 Tokens
One token is accepted for one base fare. Tokens can be used at
their cash value when used to purchase Day Passes, Metro to Muni
transfers, and express increments. Any over payment incurred
when using tokens at cash value will not be refunded.
8.123 Transfers (Metro to Muni)

Customers may purchase a Metro to Muni transfer, (regular .25 /
reduced .10) from the Operator at the time of boarding. Operators
are to punch the date, direction of travel and an expiration time, (add
one hour to the far terminal arrival time, when necessary round up
to the next time interval). These transfers are NOT accepted on
Metro buses and are solely meant for the purpose of transferring
onto Municipal bus lines from Metro buses.
Additional transfer procedures:
• Transfers are to be secured at all times (notify BOC if

transfers are lost, stolen or if supply is low)
• Dispose of debris from punched transfers properly
• All over punched transfers are to be turned in at the

completion of assignment
• All unused transfers are to be turned in at the completion of

the month
DO NOT sell a Metro to Muni transfer when presented with an Inter-

Agency transfer at boarding.
Rev. 02/26/07 S
8 8.124 Municipal Transfers (Muni to Metro)/

Inter-Agency
Municipal bus lines sell inter-agency transfers to customers wishing
to transfer onto Metro bus and rail lines. Accept the transfer as
fares - sop
base fare and check the expiration date. When used to board an
Express line, fare increments apply and must be collected. Collected
transfers are to be turned in at the completion of assignment. When
a Muni to Metro transfer is accepted for base fare, a Metro to Muni
transfers cannot be sold in exchange. Customers boarding, using
a Muni to Metro transfer, wishing to purchase a Day Pass must pay
the required amount, ($3.00 / $1.50).
8.125 Zone Checks – Issuing

Zone checks are issued to customers on all fares used (cash, tokens,
passes) as a receipt of payment for freeway express zones when
riding an Express line.
Operators are required to perform the following procedures:
• punch current month and day of the week

• punch zone 1 or zone 2 to indicate what customer has paid
for In addition to Express lines, zone checks are used for
special events, (L. A. Marathon, L. A. Triathlon), when there
is a break in routes affected by the special event. The zone
check will allow the customer to board the other leg of the
route, (usually across the path of the event) without incurring
any fare charges. Operators will only issue zone checks for
these events when directed to do so by special bulletins.
(See Rule 2.13 & 8.07)
8.126 Zone Checks – Collecting

Operators will stop and secure the bus at specific fare zone check
points as indicated on the reverse side of an Express line route map
and inspect / collect zone checks. Any zone fares collected from
customers while at the fare zone check points, (over-rides) must be
deposited in the fare box by the customer. Collected zone checks are
to be turned in at the completion of assignment.
Operators are required to perform the following procedures:
• collect zone checks at fare zone check points as indicated on

reverse side of route map
• collect any unpaid zone charges from customers without

zone checks at the fare zone check point
(See Rule 2.13 & 8.07)
S Rev. 02/26/07
8.127 Children under the Age of Five 8

Children under the age of five (5) years will not be transported
unless accompanied by a parent or guardian. A maximum of two
(2) children under the age of five will be allowed to ride for free
sop - fares
with one parent or guardian. Minors who are required to pay a fare
because of the above fore mentioned limitations do not qualify as
having paid an adult fare for the purpose of transporting additional
children under the age of five.
8.128 Transportation of Customers with

Visual Impairments

8.129 Law Enforcement and
Traffic Control Officers (TCO)
L. A. Sheriff Dept., L. A. Police Dept., local police agencies, marshals
and traffic control officers may ride Metro bus and rail lines free of
charge under the following conditions:
• Law enforcement officers must be in full uniform (no further

I. D. required)
• TCO’s must be in full uniform and are limited to riding

within the boundaries of (South) Washington Blvd., (West)
Figueroa St., (North) Cesar E. Chavez Ave., (East) Alameda St.
8.130 On-Time Performance Warranty

8.131 Fare Refunds

Customers may request a refund when there has been a cash
overpayment due to not having the exact fare or mistakenly depositing
a large bill. Operators will ask the customer to fill out a Courtesy
Card with contact information, (name, phone number, etc…). Once
the customer completes the Courtesy Card, check that it is legible,
then, write the ATMS radio time and the fare box identification
number on the card. Turn the card in at the completion of the day’s
assignment. If necessary, attach a miscellaneous report with more
details.
Rev. 02/26/07 S
8 8.132 MTA Operation in Orange County

When operating within the boundaries of Orange County, accept the
OCTA monthly pass as base fare. When customers travel out of
O. C. and into L. A. County the Metro base fare will be collected in
fares - sop
addition to applicable fare zone increment charges.
Accept monthly passes, and one day passes for base fare on Metro
lines 130, 275, 362, 460, 490 and 684. OCTA one day passes may be
used for base fare when traveling out of O. C. and into L. A. County
in addition to applicable fare increment charges. The OCTA, one
day pass must be punched on the bottom center of the pass in order
to validate it. Once it has been punched it cannot be used again, (one
time use only).
8.133 New SOP

Special Event Service
Special event service lines (race track, Hollywood Bowl, etc…) are
numbered 600-699. These lines usually operate under special
schedules (pink letters) and are subject to special orders by a Supervisor.
Fare instructions will be issued on the individual special event.
8.134 New SOP

Rapid Line Service
Rapid service lines are numbered 700-799. These lines operate
in limited service throughout the entire route, from terminal
to terminal. Rapid stops are limited to major cross streets with
connecting lines. Rapid stop’s information can be found on a route
map. Basic fare applies.
8.135 New SOP

Metrolink Fare Media
Metrolink fare media is accepted for base fare on all Metro bus lines.
Applicable fare zone increment charges apply. When presented with
Metrolink fare media, Operators are to verify the current day or
month, whichever applies.

S10 Rev. 02/26/07

8.136 New SOP 8

Rail Fare Receipts
Rail fare receipts are issued by the Customer Service Department
to large groups (tours, school field trips, etc.) initiating their trip
sop - fares
on rail. These receipts can be used on rail only or rail and bus. If
presented with a rail fare receipt, Operators are to:
• Accept as base fare ONLY when it is punched as a Day Pass

• Verify the date and month
• Accept rail fare receipt and exchange it for an issued Day Pass
• Turn in any collected rail fare receipts along with any other
fare media at the end of assignment
8.137 New SOP

Safety / Art Tour Pass
Metro conducts safety and art tours to the public. Customers taking
the tour(s) will be issued a special pass to allow them to travel to the
different destinations on the tour using Metro bus and rail lines. If
presented with a Safety / Art Tour Pass:
• Check for current date (used as a Day Pass)

• Do not charge for freeway express zones
Rev. 02/26/07 S11


This section contains specific rules governing safe and efficient
communications between Operators and Bus Operations Control
(BOC) under reasonable conditions. Operators must use good
rule - communications
judgment (protect self and customers first, then property, when
necessary, take steps to deescalate and control situations) when
dealing with situations that may require the use of the radio.
Situations arising not covered in this section should be reported to
BOC. A violation of any part of these rules and / or failure to exercise
good judgment may result in disciplinary action appropriate to the
nature of the offense.
9.01 Radio Conduct

Metro’s two-way radio system falls under the direction of, and is
regulated by the Federal Communications Commission (FCC).
Operational conduct prohibited by Federal Law includes:
• Use of obscene or profane language

• Unauthorized use of messages
• Excessive, false, or deceptive signals or communications
• Unauthorized call signs
• Tampering (only authorized, licensed radio technicians shall
perform repair functions on radio units)
Operators bear the responsibility to project a positive image of Metro by

transmitting clear concise messages via radio. Unnecessary comments,
slang terms, and profanity are prohibited. (See SOP 9.101)
9.02 Radio Restrictions

Operators must never:
• Request that BOC give customers information over the

handset or radio speaker
• Allow the use of the radio system by unauthorized persons
• Disclose the radio’s characteristics or emergency features to

customers or other unauthorized persons (See SOP 9.101)
9.03 Channel Assignments

Obsolete – deleted
Rev. 02/26/07 R
9 9.04 Text Messages / Radio Codes

When using the radio, Operators must first try to communicate
using the appropriate text message from the various menus. If a text
message is not available for the message then voice communication
communications - rule
will be used. When using voice communication, Operators may use

the corresponding radio codes while transmitting over the radio
system. (See SOP 9.105)
9.05 Discretionary Use

Never abuse the system by using the radio needlessly. Exercise
good judgment and avoid unnecessary calls. Initiate calls through
the proper mode: Applicable text message, Request to Talk (RTT),
Priority Request to Talk (PRTT), and Request to Talk to Police
(RTTP), Selected Request to Talk (SRTT) or the Silent Alarm System
(SAS). Failure to comply could possibly delay the response to an
actual emergency. (See SOP 9.101, 9.103 & 10.103)
9.06 New Rule

Telephone Communications
Operators unable to contact BOC via radio, use the toll free telephone
number, 1-(800)-252-9292 or the local number, 1-(213)-922-6111.
Never give this number to customers or other unauthorized persons.
(See SOP 2.124)
R Rev. 02/26/07

This section contains specific guidelines for proper radio
communication between Operators and Bus Operations Control
(BOC) under reasonable conditions. Operators must never jeopardize
sop - communications
their safety or the safety of the customers when encountered with
situations not covered in this section. Reasonable judgment should
be used to try to deescalate situations and every effort should be
made to not interrupt service.
9.101 Radio Use

Metro Operations and support staff personnel, as well as public
safety agencies, regulatory authorities and news media personnel
routinely monitor radio transmissions. It is important that messages
be transmitted in a concise, courteous, and professional manner.
Operators should keep messages as brief as possible in order to
conserve airtime. (See Rules 9.01 & 9.05)
9.102 Preparing the Radio for Use

Before pulling a bus out of the Division yard, Metro policy requires
Operators to log on to the ATMS / SmartMDT system (radio). Failure
to log on is a major rule infraction. If the system is not functioning,
report the problem on the Operator’s Vehicle Condition Report Card
and notify the Maintenance Department.
Logging On
With the LOGON menu option highlighted, press OPTION SELECT
button, when LOGON screen appears, press OPTION SELECT
button again. Enter badge number and work run number, press
ENTER. Verify that numbers entered are correct, press YES if correct
or NO to re-enter numbers.
After signing on, press the SETUP button, press OPTION SELECT
button, and then press the SCROLL button to make volume, brightness,
contrast, or back light adjustments to the screen, as needed. Press the
HOME button when the desired display is attained.
Relief Operator Logging On

Press OPTION SELECT, on the LOGOFF screen press RELIEF
OPTION SELECT then continue with the log on procedures as
noted above.
Note: Keep the volume adjusted so that the radio can be easily heard
and not bother customers.
In the event there is a discrepancy between what appears on the

Home Screen and what is actual report the problem to BOC as soon
as possible and note the problem on the vehicle condition card.
Rev. 02/26/07 S
9 9.103 System Use

Never use the ATMS radio / SmartMDT control head while the bus
is in motion. Always stop in a safe location, secure the bus before
entering information into the SmartMDT or picking up the handset
communications - sop
to speak to BOC.
Before initiating a call with the ATMS radio, determine whether the
message is a routine call that can be transmitted as a text message
or, if it is a routine call that is not found on a text message therefore
it requires speaking to BOC, (voice call).
Messages should be specific and concise, using applicable radio

codes whenever possible. Messages should be transmitted slowly
and distinctly, using a moderate tone of voice. Hang up the handset
to end the call, return it to the cradle.
Routine Text Messages

Find the appropriate category, (including police messages) and select
the text message from the menu. Once you find the text message you
need, press the SELECT button to send it. “MESSAGE DELIVERED”
will be displayed on the Home Screen. When BOC responds with a
voice or text message you will hear a “beep” sound, MSG WAITING
will appear in the Operator Action and MSG* (* denotes a new
message is waiting) will be displayed on the Home screen. Text
messages are to be initiated prior to departing the location where
the situation or condition prompting the call occurred.
Note: Failed Message

If a fixed (text) message fails, use voice communication, (See Code
9 procedure in this SOP). If voice communication also fails, use
nearest available telephone.
Routine Voice Calls

There are several options available for voice call requests, depending
on the nature of the call, including one that cancels a Request-To-
Talk (RTT).
RTT (Request-To-Talk)
Used for lowest priority, non emergency calls*
PRTT (Priority-Request-To-Talk)
Used for urgent situations needing a more immediate response*
*Press RTT or PRTT.

“RTT / PRTT REQUESTED” will be displayed on the System
Status Field. When message is received by BOC “RTT/PRTT
RECEIVED” message is displayed in the System Status Field

RTT (Selected-Request-To-Talk)
Used to speak to a specific (dispatcher) console position at BOC
S Rev. 02/26/07
From the Home Screen, highlight SRTT menu option, press

OPTION SELECT. When the Controller I. D. screen appears enter 9
the number and press ENTER, “SRTT REQUESTED” will be
displayed in the System Status Field. When message is received by
BOC, “SRTT RECEIVED” will display in the System Status Field.
RTTP (Request-To-Talk-Police)
Used to speak to police about a NON life threatening emergency
situation
From the Home Screen, highlight RTTP menu option, press

OPTION SELECT, “RTTP REQUESTED” will display in System
Status Field. When message is received by BOC, “RTTP RECEIVED”
will display in the System Status Field.
CRTT (Cancel-Request-To-Talk)
Used to cancel RTT calls only. Will not cancel any other type of voice
call request
From the Home Screen, highlight CRTT menu option, press the
OPTION SELECT, “CRTT REQUESTED” will display in System
Status Field. When request is received by BOC, “CRTT RECEIVED”
will display in the System Status Field.
RTT calls will be answered in the order received, while PRTT and
RTTP calls will have precedence over routine calls. Using PRTT for
routine calls is prohibited.
When BOC responds to a voice call request, “VEHICLE VOICE”

displays in the System Status Field, a “PICK UP HANDSET”
displays in the Operator Action field and a “beep” will sound. Pick
up the handset, press the handset key, listen for a confirmation tone,
and begin speaking. Release the handset key to listen. When the
handset key is pressed, you cannot receive a communication, you
can only send. Begin relaying your message by identifying yourself
first in the following manner:
• Badge number
• Line and bus run number
• Location and direction
• Reason for the call
Code 9 - While rare, BOC will broadcast a Code 9 message whenever

a problem exists with the ATMS radio. When a Code 9 is in effect,
all functions to text message, request voice calls including the SAS
should be considered inoperable. Contact with BOC can only be
done by voice communication.
Rev. 02/26/07 S
To initiate a call to BOC under Code 9 conditions pick up the handset

9 from the cradle and listen for conversation. If no conversation
is heard, depress the handset key, wait two seconds, then verbally
state badge number, bus number, line and bus run number. If no
response is received after 10 seconds, repeat the procedure. If unable

to establish contact via radio, use the first available public telephone.
9.104 Calls from BOC

BOC has the capability of calling many Operators at once or any one
Operator individually.
One-way voice call to a group of Operators

SmartMDT will sound a “beep” tone then “GROUP LISTEN” will
display in the System Status field. This type of call is generally sent
to provide information and usually does not require a response.
Call to an individual
A “beep” tone will be heard then, “VEHICLE” will display in the
System Status field. Operators can listen to the voice call through
the speaker or by picking up the handset.
BOC can initiate a voice call anytime, except when the Silent Alarm
System (SAS) has been activated.
9.105 Radio Codes

Use of proper radio codes will preserve airtime and avoid confusion
in radio communication. Codes are broadcast by BOC to alert
Operators to situations or occurrences affecting service.
Emergency Codes:
• Code 1
General Alert

• Code 2
Serious accident involving Metro, (police & ambulance
responding)
• Code 3
Crime emergency / disturbance
• Code 5
Community emergency, Metro not involved, (fire, serious
accident, etc…)
• Code 9
ATMS radio communication down, (voice transmission only)

• 996T
Bomb threat, (limited radio transmission)
S Rev. 02/26/07
General Codes
• 10-4 9
Message acknowledged
• 10-13
Repeat message
Service & Routing Codes:

• 10-37
Blockade or problem cleared
The phonetic alphabet is used in conjunction with the radio codes

to facilitate communication when spelling street names, letters on
license plates, or other instances requiring spelling words. When
possible, use the following:
• A Adam
• N Nora
• B Baker
• O Ocean
• C Charles
• P
��
Paul
• D David��
• Q Queen
• E Edward
• R Robert
• F Frank
• S Sam
• G George
• T Tom
• H Henry
• U Union
• I Ida
• V Victor
• J John
• W William
• K King
• X X-ray
• L Lincoln
• Y Young
• M Mary
• Z Zebra
(See Rule 9.04)
Rev. 02/26/07 S
9 9.106 New SOP

Automatic Voice Annunciation (AVA)
The AVA system begins running automatically when the Operator
logs onto the SmartMDT and enters route information directly into
the annunciation system. To activate the AVA system:
• Log in to the SmartMDT at the beginning of the work

assignment
• Press the F2 button to log on to the AVA system
To stop the AVA system:
• Press the F2 button to display the AVA screen

• Press the Stop menu button
If AVA system is not working or if a customer requests a specific

stop not covered by the AVA system, make the announcement using
the PA system as required by ADA and Metro policy.
S Rev. 02/26/07

This section contains rules regarding the use of the Silent Alarm
System (SAS) under reasonable conditions. Operators must use
good judgment (protect self and customers first, then property, when
rule - silent alarm system

necessary, take steps to deescalate and control situations) when
dealing with situations requiring the use of the SAS. Situations
arising not covered in this section should be reported to BOC. A
violation of any part of these rules and / or failure to exercise good
of the offense.
10.01 Restricted Use

The SAS should only be activated when immediate danger or
potential for physical harm to the Operator and / or customers
exists. (See SOP 10.100 & 10.101)
10.02 Clearing the SAS

When danger has passed and it is safe to do so, BOC must be
notified in order to clear the SAS and restore the ATMS radio. (See
SOP 10.102, 10.103 & 10.104)
Rev. 02/26/07 R

This section contains procedures, which must be followed when
it becomes necessary to activate the Silent Alarm System (SAS).
Operators are to use their best judgment when dealing with situations
sop - silent alarm system

involving customers and the necessity to use the SAS. Operators
will make safety for all the top priority. Without endangering self,
Operators may make a reasonable attempt to deescalate a situation.
10.101 Alarm Activation

The SAS is activated by lifting the unmarked cover of a toggle switch
that is usually located to the left of the Operator’s seat, on or near
the control panel. Familiarize yourself with the location of the SAS
toggle switch during the pre-pullout inspection or when making an
in service relief inspection.
When the SAS is activated the marker lights flash, the headsign
reads “EMERGENCY call police - 911” and it sends a silent distress
signal to BOC. The signal identifies the bus number, line number,
and bus run number and badge number. BOC then initiates crime
response tactics, deploying law enforcement and supervisory
personnel to find and contact the bus.
Once the SAS signal has been activated, voice communication to

BOC is cut off and remains off while the SAS is engaged.
DO NOT share information about how the Silent Alarm System

works with customers. This information is private and may save
your life.

10.102 Silent Alarm Indicator
When the SAS is activated, indicators on the ATMS / SmartMDT are
displayed on the Home Screen. The usually blinking colon (:) on the
time display stops blinking when the SAS has been enabled and the
distress signal has been sent to BOC. Also, “MTA” will appear in the
upper right hand corner in the OPERATOR ACTION field. When
the non-blinking colon disappears from the time display, (leaving
only the time visible), this indicates that the covert microphone has
been enabled and BOC is listening to the activity on the bus.
Rev. 02/26/07 S
10 10.103 Procedure to Follow when Danger Remains

On Bus
Operators must look out for their safety and that of their customers
silent alarm system - sop
at all times. During a crime emergency, it is important to remember

to remain calm and not over react. Abide by the wishes of the
offender. Only if it is safe to do so, activate the SAS.
Be observant of the situation. Pay particular attention to physical

features, (facial features, hair color, scars, tattoos, limp, etc.),
nationality, speech, (lisp, accent, etc.), manner of dress, and mode
of operation. Make note of any weapons used.
When encountered by law enforcement and signaled to stop by the

responding police unit, follow the S.L.O.W. procedures.
S – Stop in a clear and visible area
L –Lights inside the bus, on, outside the bus, off
O – Open doors and turn off engine
W– Walk away from the bus towards police officers

(See SOP 2.127)
10.104 Procedures to Follow when Danger Has Passed

Once an SAS call has been received, law enforcement and supervisory
personnel will continue to respond to the call until given an “all
clear” call from BOC. Operators must notify BOC immediately after
the danger has passed. Come to a safe stop as soon as possible, turn
off the SAS switch and press the PRTT button to reestablish radio
communication with BOC. Give BOC all the information regarding
the reason the SAS was activated.
After law enforcement officers have contacted the bus and completed
their investigation, if there are no Metro supervisory personnel at
the time the bus is cleared, contact BOC for further instructions.
(See Rule 10.02 and SOP 2.127)
S Rev. 02/26/07

This section contains specific rules governing the operation of buses
on the Orange Line Alignment, El Monte Bus Way, and the Harbor
Freeway Transit Way under reasonable conditions. Operators must
rule - busway regulations

use good judgment (protect self and customers first, then property,
when necessary, take steps to deescalate and control situations) when
dealing with situations occurring while operating on these roads.
Situations arising not covered in this section should be reported to
BOC. A violation of any part of these rules and / or failure to exercise
good judgment may result in disciplinary action appropriate to the
nature of the offense.
Operators are to adhere to all other Metro Rules and Standard

Operating Procedures as they pertain to their specific assignment
in addition to the ones found in this section. Safety must remain a
priority and never be compromised.
11.01 Laws, Regulations, and Ordinances

All applicable State, County and City laws, regulations, and
ordinances govern the operation of any Metro vehicle on a bus way,
transit way, and alignment. All such laws and regulations are hereby
made a part of these rules.
Operators must comply with any directive given by Law Enforcement

Officers, even if it conflicts with the regulations contained herein.
When such a directive is given, notify BOC as soon as possible with
the appropriate text message from the corresponding menu or via
a voice call and submit a Miscellaneous Report to the proper Metro
representative at the completion of the day’s assignment.
(See Rule 1.10)

Alignment
In the event Operators are given special operating instructions and
find themselves operating behind another Orange Line bus they
are to use a minimum following distance of 4 seconds. Adjust
following distance according to traffic / adverse conditions. Passing
another bus on the alignment is not permitted unless instructed to
do so by BOC.
Bus Way/Transit Way

Maintain a minimum of 5 seconds following distance when
operating any vehicle over 40 MPH on the bus way or transit way,
(adjust following distance according to traffic / adverse conditions
and / or size of vehicle). (See Rule 3.21 & SOP 3.128)
Rev. 02/26/07 R
11 11.03 Operating Speed

As required by the California Basic Speed Law, Operators will not
drive any Metro vehicle on the alignment, bus way or transit way
at a speed that exceeds the posted speed limit. Speed adjustments
busway regulations - rule
should be made only when directed to do so by a posted speed limit

sign. Adjustments should also be made for inclement weather,
traffic conditions, visibility, or the condition, width, surface of the
roadway, and the size of the vehicle.
Alignment
Operators are to maintain 10-minute headway, unless instructed
otherwise (special orders, BOC, pink letter, Supervisor, etc…).
(See SOP 11.101)
11.04 Gibson Tunnel (Bus Way)

When entering and passing through the Gibson Tunnel, (west
bound) the speed must not exceed 35 MPH. When entering and
passing through the Gibson Tunnel, (east bound) the speed must
not exceed 45 MPH. If a train is operating through the tunnel in the
opposite direction, the speed should be further reduced.
Do not turn the bus interior lights on during daylight hours to travel
through this tunnel. (See Rule 3.10)
11.05 Fremont Ave. Curve (Bus Way)

Westbound speed must not exceed 45 MPH when approaching and
operating through the “S” curve near Fremont Avenue. Exercise
caution due to vehicles exiting the bus way onto the freeway.
11.06 Speed Restrictions

Restrictions will be in effect wherever indicated by posted signs
(temporary or permanent), when directed by special orders, bulletin,
or when ordered by BOC, Supervisor or other authorized Metro
representative. (See SOP 11.101)

11.07 Standing Vehicle (Emergency Lane)
Bus Way / Transit Way
When passing any standing vehicle (other than a disabled bus)
on the bus way or transit way emergency lane, reduce speed to a
maximum of 25 MPH. Speed may be further reduced if necessary
for passing safely. Tap the horn while approaching the standing
vehicle, and prepare to stop.
R Rev. 02/26/07
11.08 Bus Stops 11

Alignment
Operators are required to announce the opening and closing of
the doors at every boarding and alighting, alerting customers to
rule - busway regulations

stand clear of the doors as they open and close. Operators are also
required to pull into every stop at every station (weather customers
are boarding / alighting or not), and dwell 15 – 20 seconds before
continuing en route.
Bus Way & Transit Way

Operators are required to service all bus way or transit way stations
in both directions, and must operate in the lanes established for
these stops. Operators entering the bus zone to service a station
must reduce speed to a maximum of 10 MPH, and should stop the
bus in the forward most available loading position. Operators are
to stop at all stops along the bus way and transit way at all times,
even when customers are not present or not requesting to alight.
Stop, check for customers exiting elevators or ascending the stairs.
If none are present, proceed. When operating a bus in service on
the bus way or transit way, do not pass another bus.
When leaving a bus way or transit way station yield the right-of-way
to through traffic in the passing lane. While operating in passing
lanes through a bus way or transit way station, observe the posted
speed limit. (See SOP 3.130)
11.09 Disabled / Stopped Bus

Alignment
Operators must immediately place a priority call to BOC (PRTT)
whenever there is any disabled vehicle, authorized or unauthorized
(non-Metro) vehicle on the alignment or when there are several buses
(bunched) at any location. Buses are permitted to pass another bus
only when instructed to do so by BOC. Per BOC instructions, buses
are permitted to pass another bus at all stations except the East and
Westbound Laurel Canyon Station.

When passing a disabled bus on the bus way, or transit way, reduce
speed to a maximum of 15 MPH. Do not stop behind a disabled bus
unless directed by Law Enforcement personnel or the proper Metro
representative to position the bus for customer transfer. When
stopping to render such assistance, activate the hazard lights.
If a bus becomes disabled on the bus way or transit way, activate the
hazard lights and position the bus in the emergency lane if possible,
and notify BOC using the appropriate text message from the
Mechanical Problems menu. (See Rule 3.23, SOP 11.103 & 11.104)
Rev. 02/26/07 R
11 11.10 Merging Traffic

When operating on the bus way or transit way, yield the right-of-way
to merging vehicles. Never insist upon the right-of-way.
busway regulations - rule
11.11 New Rule

Hazards and Obstructions (Alignment)
Immediately notify BOC of any hazard(s) or obstruction(s) within
the fenced portion of the alignment, also any accident(s) or
obstruction(s) at an intersection that may impede access to the
alignment. Whenever a hazard or obstruction presents a risk of
injury, equipment, or property damage, or makes it necessary to
detour off the alignment, this notification shall be a priority call
(PRTT) to BOC. (See SOP 11.106)
11.12 New Rule

Use of Headlights (Alignment)
Headlight must be on at all time while operating on the alignment.
11.13 New Rule

“Near-miss” Reports (Alignment)
Operators are required to submit a “near-miss” report daily. The
report must contain the following information:
• Location (intersection)
• Time of day
• “Near-miss” code – for each incident observed
(See Rule 1.06 & SOP 11.108)
R Rev. 02/26/07

This section details procedures for operating on the El Monte Bus
Way, Harbor Transit Way and the Orange Line Alignment (right-
of-way) under reasonable conditions. Operators are to adhere to
sop - busway regulations

all other Metro Rules and Standard Operating Procedures as they
pertain to their specific assignment in addition to the ones found
in this section.
11.101 Operating Speed & Restrictions

Operators will not sacrifice safety for the sake of maintaining a
schedule. They should be aware of the changing conditions such as
weather, lighting, and traffic, and must adjust the speed and following
distance of the bus accordingly. (See Rules 11.01, 11.02, 11.03, & 11.06)
Alignment
When operating on the alignment, whether in or out of service, Metro
vehicles, including CEA units, must be governed by the following:
• Do not adjust the speed of the bus until directed to do so by

a posted speed limit sign or change in operating conditions.
• When approaching, entering and continuing through any

intersection, the speed of the vehicle must not exceed 35
MPH or the posted speed limit, whichever is less.
• When instructed by BOC to operate through any station, the

speed of the vehicle must not exceed 15 MPH.
• Passing other buses is permitted at stations only, except the

East & Westbound Laurel Canyon station
• When necessary to enter the opposing traffic lane of the

alignment in order to pass a standing vehicle or other
obstruction the speed of the vehicle must not exceed 15 MPH.
• When passing unauthorized vehicles or pedestrians

(including bicyclist, skateboarders, etc.) on the alignment,
Operators must reduce speed and exercise caution.
Operators are to maintain 10-minute headway, unless instructed

otherwise (special orders, BOC, pink letter, Supervisor, etc…). It
is recommended that the following procedures be used to help
maintain the headway:
• Depart terminal at scheduled time

• Maintain a safe speed, do not exceed posted speed limit
• If directed by BOC, reduce speed
• If you catch up to another bus, fall back or slow down until
the other bus advances and is no longer in sight
Rev. 02/26/07 S
Bus Way
11 Del Mar Avenue ramp - Speed must not exceed 30 MPH when
operating on the Del Mar Avenue ramp. When operating eastbound,
reduce speed to a point that will allow the bus to make a safe, smooth
busway regulations - sop
stop, operating under control, before entering Del Mar Avenue, in

the event that the traffic signal changes.
Transit Way
Harbor & 105 Freeway Station Crossover - Approach the crossover at
a reduced speed and have the vehicle under control. Make a positive
stop at the crossover, and proceed to the platform at a safe speed.
(See Rule 3.23)
11.102 Following Distance Reference Points Bus Way

& Transit Way
Diamond lane markings can be used as reference points for
determining, (measuring) a safe following distance on the Bus Way
or Transit Way. (See Rule 3.21, 3.22, 11.02 & SOP 3.128)
11.103 Breakdowns / Disabled Vehicles

Operators and customers are to remain on board, (if safe to do so),
until help, next in service bus or a replacement bus arrives. When
passing a disabled bus or other obstruction, (alignment operators
see rule 11.09) the speed of the bus or any other Metro vehicle must
not exceed 15 MPH.

Alignment
In the event a bus is having mechanical difficulties between stations, if
it is safe to do so and there is no danger to customers or the bus attempt
to take the bus to the next station available. If that is not possible and a
bus becomes disabled along the alignment, position the disabled bus
to allow sufficient clearance for opposing traffic to pass.
• Yield the right of way to vehicles traveling in the opposite

direction and changing lanes attempting to pass a standing
vehicle or other obstruction
• Operators entering the opposing lane to pass an obstruction

must yield the right of way to vehicles traveling in that lane
• Operators servicing a station where there is a disabled vehicle

on the alignment must position their bus without obstructing
oncoming traffic or cross traffic in an intersection
• When necessary to walk on the alignment, exercise caution,

wear a safety vest, when possible, walk facing oncoming traffic
• Position emergency reflectors at left rear corner approximately

100 feet behind the bus and directly in front of the bus.
S Rev. 02/26/07
Bus Way
If a bus becomes disabled on the El Monte Bus Way between the 11
Long Beach (710) Freeway and Alameda Street: stop the bus in the
right lane (emergency lane), 3 feet from and parallel to the Jersey

divider to the right of the Bus Way lane.

Transit Way
If a bus becomes disabled on the Harbor Transit Way: stop the bus
in the emergency lane to the far right of the lane of travel, cautious
of other motorist traveling in the lane between the second carpool
lane and the emergency lane.
11.104 Emergency Customer Transfer Alignment &

Bus Way
Operators may be directed by an authorized Metro or Law
Enforcement representative to stop on the Bus Way, Transit Way,
or Alignment to receive customers from a disabled bus. Exercise
caution and avoid exposing customers to the hazards created by
passing vehicles and make the transfer as safe as possible. Safety
vest must be worn when executing these maneuvers:
• Alignment
Stop behind the disabled bus, allow clearance for opposing
traffic to pass and enough to depart the location safely
(approximately 20 feet) and assist with the transfer of
customers from the disabled bus.

• Bus Way
Between the Long Beach (710) Freeway and the Gibson Tunnel
in either direction, the rescue bus should pull into the
emergency lane from the number 1 lane and stop
approximately 30 feet behind the disabled bus. Park at an
angle allowing the rear of the bus to act as protection from
passing vehicles. Instruct customers to exit via the rear
door, staying as close to the right side of the disabled bus,
and board the rescue bus through the front doors. Both
Operators will stand outside the exit / entrance door, and
assist customers.
• Bus Way
Between the Long Beach (710) Freeway and Alameda Street
in either direction, the rescue bus should pull in front of
the disabled bus, 3 feet from and parallel with the Jersey
divider. Customers will be directed to walk along the right
side of the bus and board the rescue bus through the front
doors. Both Operators will stand outside the exit/entrance
door and assist boarding customers.
Rev. 02/26/07 S
11 11.105 Station Elevator Malfunction Bus

Way & Transit Way
In the event an elevator malfunctions (indicated by flashing warning
busway regulations - sop
light) at a Bus Way or Transit Way station, BOC will issue a Code 1
broadcast to notify Operators of the problem. If a customer using
a wheelchair wishes to alight at a location where the elevator is
inoperable, inform the customer of the situation and inform them
of the next available location to alight. Offer assistance regarding
alternate service that will allow them to reach their desired
destination.
11.106 New SOP

Hazards, Obstructions and Detours - Alignment
When reporting hazards or obstructions; accidents, unauthorized
(non-Metro) vehicles, pedestrians, bicyclist, skateboarders, joggers or
runners Operator are to call BOC with the following information:
• Location and direction of hazard / obstruction

• Description of hazard / obstruction
• Vehicle(s) – description and license number
• Person(s) – physical and clothing description
• Any other pertinent information
Detouring
Only permitted when instructed to do so by BOC. Only when
authorized by BOC, detour using the following procedures:
• Use the ATMS radio – PRTT to notify BOC

• Adhere to all detour signs
• Use caution exiting and re-entering the alignment
• Yield right of way to vehicles on surface streets
• Observe traffic signals governing vehicles on adjacent or
cross streets (See Rule 2.09 & 11.11 & SOP 2.114)
11.107 New SOP

Operating Instructions for Specific
Locations - Alignment
At specific locations, the configuration of the alignment or adjoining
surface streets requires that additional precautions be taken in order
to ensure safe passage. At these locations reduce speed, observe
traffic conditions and pedestrian activity, cover the brake and
approach the potential hazard operating under control. Examples
of such locations include, but are not limited to the following:
• Any intersection that has a sound wall or building bordering

a sidewalk that may impede the Operator’s view of pedestrians,
cyclists, skateboarders, etc.
S Rev. 02/26/07
• Pedestrian crossings
11
• The curved section of the roadway where the alignment
passes under the San Diego-405-Freeway

• The intersection of Fulton Ave. and Burbank Blvd., where
the alignment crosses the intersection diagonally
(See SOP 3.116 & 3.128)
11.108 New SOP

“Near-miss” Reports - Alignment
The following are the required codes for the “Near-miss” report
which to be completed daily and turned in at the completion of an
assignment:
1. Other vehicle fails to stop for red light

2. Other vehicle on a parallel street turns across bus way
– against signal
3. Vehicle on cross street stopped on bus way (or encroached
upon “Keep Clear” area)
4. Pedestrian crosses Bus way against signal
5. Pedestrian crosses Bus way – not in crosswalk
6. Bicyclist crosses Bus way – against signal
7. Unauthorized pedestrian / bicyclist on alignment
8. Vehicle attempts to enter onto bus way
9. Unauthorized vehicle traveling on bus way
11.109 New SOP

Bus Stop Operation
Alignment
When approaching a bus stop along the alignment and position
#1 isopen but position #2 is occupied, Operators are NOT to pull
around the bus in position #2. Operators will pull in behind the bus
and wait for it to depart and then continue through to position #1.
Operators will stop at all stops along the alignment, (if customers
are present or not) open both doors and proceed after waiting 15-20
seconds.

Operators are to stop at all stops along the bus way and transit way
even if customers are not requesting to alight or if no customers
are waiting to board. When stopped, Operators are to check for
customers ascending from the stairs or exiting from the elevator
and allow then to board. If no customers are present Operators are
to proceed after having stopped.
Rev. 02/26/07 S

This section outlines procedures Operators are to follow in order to
protect themselves, customers, Metro employees, Metro equipment,
and private property in the event of an earthquake, fire, medical, or
sop - emergency procedures

other emergencies. Operators should exercise good judgment when
dealing with customers during emergency situations. In the event
a situation arises that is not covered in this section Operators should
call BOC for further instructions.
12.101 Remaining at Work

As public transit employees, Metro Operators are governed by
the Disaster Service Worker Law, (State of CA Government Codes
#3101 & 3102) which designates all Metro employees as Disaster
Service Workers in the event of a natural, man-made, or war-caused
state of emergency. When a state of emergency is declared, law
enforcement personnel or the proper Metro representative may
assign disaster-related duties to Operators or other employees.
Such duties may include the requirement to remain at work to aid
in recovery efforts.
Upon announcement of a “state of emergency” Operators must

contact their division or BOC if unable to contact their division for
instructions. Being unable to secure telephone contact with Metro
is not sufficient cause for not reporting for duty. Upon securing
your personal situation, unless directed otherwise Operators are
expected to report to their regular work site.
12.102 Types of Disasters

Emergency situations may vary in the degree of seriousness and can
require different responses. It is important for Operators to be able
to respond appropriately to each type of anticipated emergency.
12.103 Earthquake
If an earthquake occurs while operating in service in order to protect
the safety of Operators and customers Operators should:
• Stop the bus at the first available safe area away from
overpasses, buildings, electrical wires, or other hazards that
could fall on the bus
• Pull the bus to the shoulder or side of the road if operating

on a freeway or an open area, unless it is unavoidable, do not
stop under or on a bridge or overpass, or in a tunnel
• Shut the engine off, (reduces the risk of fire in the event of
leaking fuel), instruct customers not to smoke
Rev. 02/26/07 S
• Remain calm, remain on the bus, and alert all passengers

12 to do the same (unless it is unsafe to do so), instruct customers
to move away from the windows if possible
emergency procedures - sop
If it is necessary to evacuate the bus after an earthquake, survey

the situation outside the bus, make note of any unsafe conditions.
During an evacuation, provide special attention to elderly or disabled
customers. Customers should be directed to a safe area, in the event
aftershocks occur.
When the earthquake has ended, allow customers to alight from the
bus, provided no dangerous conditions exist outside. If there are
electrical wires near the bus inform customers and advise them not
to alight. If the bus cannot be moved, and the threat of fire or
other emergency appears imminent, evacuate customers in an
orderly manner, directing them to use the emergency exits as
needed.
BOC will broadcast emergency instructions. To preserve airtime,

the radio should not be used unless a severe emergency exists,
such as a serious injury to the Operator and / or a customer. If it
is safe to proceed, continue en route unless otherwise instructed by
law enforcement or authorized Metro supervisory personnel.
(See SOP 12.101, 12.102, & 12.103)
12.104 Fire
Vehicle fires, due to the available fuel source, can escalate and
spread q uickly and produce heavy, incapacitating smoke. The
following guidelines will help minimize the risk of Operator /
customer injury and/or damage to Metro equipment by making
safety a priority and acting quickly:

• Stop the bus at the first available safe location, if safe, open
front and rear doors, activate hazard lights and shut off
the engine
• Remain calm, assess the situation, and if there is no safety

risk, take action and attempt to put the fire out
• Protect people first, then property, evacuate customers,

upwind of the fire a minimum of 200’ away
• Check for injuries and assist anyone who is in immediate

danger, reassure & assist customers, let them know that
help is on the way
• Call BOC, do not use the bus radio
S Rev. 02/26/07
• Secure the scene, if possible set out reflectors and shut off
the fuel 12
• Gather information for accident / incident report.
sop - emergency procedures

(See Rule 2.32)
12.105 Types of Fires

Fires may involve various types of material. The material determines
which one of the four classes the fire is categorized. The categories
are:
A: Any material that leaves ashes when burnt.
B: A combustible liquid that boils when burning.
C: Fire caused by electrical equipment (current)
D: The burning of exotic metals (magnesium)
Standard fire extinguishers will last approximately 12 to 14 seconds.

Check the fire extinguisher during the pre pullout inspection. Fire
extinguishers are designed to specifically handle the type of
fire clearly labeled on the side of the canister. If the fire is in the
beginning stage and not burning out of control attempt to use the
extinguisher to fight it. Follow the method described below:
P: Pull pin from handle

A: Aim the nozzle
S: Squeeze the handle
S: Sweep the base of the fire using a side-to-side motion
If clothing ignites use the STOP-DROP-ROLL technique. Drop to

the floor and roll until the fire is extinguished. Do not run!

12.106 Medical Emergency Procedures
In a medical emergency, Operators must contact BOC immediately
using the appropriate text message from the corresponding menu
on the ATMS radio or initiate a voice message in the PRTT mode.
When contacted by BOC be prepared to answer any necessary
questions to help expedite emergency assistance to the location.
If qualified, administer first aid or perform CPR. Operators should

stay with the ill / injured customer(s) and try to make them
comfortable. The customer(s) should not be moved before the
arrival of emergency medical personnel, unless it is unsafe where
they are. Inform the other customers of the delay.
Try to obtain courtesy cards before recommending that they take

another bus. When emergency medical personnel respond, obtain
the unit number of the ambulance and other responding emergency
vehicles. Attempt to obtain the identity of the customer(s) and the
hospital where they will be transported. (See SOP 2.123).
Rev. 02/26/07 S
12 12.107 New SOP

Suspicious Packages or Items
Operators who suspect that a package, container or any other item
left on board a bus may contain hazardous or explosive materials,
emergency procedures - sop
should follow these procedures:
• Do not touch the package, container or item

• Shut off the engine

• Evacuate the bus and ensure that all doors are closed

• Advise customers to move a safe distance away from the bus

• Contact BOC by telephone; do not use the bus radio or a cell
phone. When speaking to BOC be prepared to answer
necessary questions to help expedite emergency assistance
to the location.
• Keep a safe distance from the bus and do not return until
directed to do so by law enforcement personnel or the
proper Metro representative
12.108 New SOP

Hazardous Materials Emergency Procedure
Hazardous materials (Hazmat) incidents involve solvent spills;
reactive, flammable, or corrosive liquids; any other toxic substance;
or the uncontrolled release of CNG or other hazardous substances.
Notify BOC immediately by telephone; do not use the bus radio
or a cell phone. Familiarize yourself with the location of the CNG
emergency shutoff valve. In the event of an uncontrolled release of
CNG, and if safe to do so, follow these procedures:
• Secure the bus, open the doors and shut off the engine
• Evacuate passengers and advise them to move a safe distance
(approximately 200’) away and upwind from the bus
• Close the CNG emergency shutoff valve
• Shut off electrical power via the battery disconnect switch
• Advise pedestrians and onlookers to stay clear of the area
S Rev. 02/26/07
1.00 General Statement

Added language: defined “good judgment” (protect self, customers, 13
property, and take actions to deescalate and manage situations) and
elaborated on Operator’s responsibilities under reasonable conditions
rule - summary of changes

1.02 Knowledge of Rules and Procedures
Added language: referred to book as a manual and Operators must
carry a complete copy of said manual while on duty.
1.05 Compliance With Instructions

Added language: service directors (at specific terminals only).Defined
Metro Supervisory Personnel as Transit Operations Supervisors (TOS)
bus and rail

Added language: must have on their person a wheelchair lift key to
comply with ADA.
1.08 Bulletin Boards, Bulletin Books and Mailboxes

Changed language: absent 7 days or more to: upon return from any
absence.
Added language: consult (read and understand) bulletin books
1.09 Personal Records

Added language: changes must be reported within 2 weeks of
implementation
1.10 Laws and Regulations

Added language: specific language from Title 13
1.11 Cooperation with Police / Fire

Added language: use of ATMS radio
1.12 Licenses, Medical Certificates and Verification of

Transit Training (VTT) Cards
Changed title to: License (CDL), Verification of Transit Training
(VTT) & Medical Card
Changed language: All employees responsible for operating Metro

vehicle to: All operators operating any Metro vehicle
Added language: 8 hours of training between birthdays must have

been offered by Metro for VTT to be valid; documents must be
original; Operators will be given one courtesy notification that they
are not incompliance with VTT requirements
1.13 Physical Examinations

Changed language: Operator’s over age 55 - To: all operators
Added language: Medical cards may be issued for less
than 2 years due to certain medical conditions.
Rev. 02/26/07 R
1.18 Long Term Sick Leave / Injury Leave (over 30 days)

13 Added language: notify H.R. rep. if sick or W.C. rep. if
injured when returning to work
summary of changes - rule
1.20 Employee Injured on Duty

Added language: report on day it occured
1.23 Safety In Yards

Added language: wear safety vest in yard, not while operating bus,
wear it properly, over clothing, right side out
1.24 Reading while Operating

Deleted – incorporated into 3.24
1.25 Electronic Devices

Updated list of items
Added language: or give the appearance of using electronic devices
(visible wires, cords, ear pieces)
1.27 Advertisements
Added item: take one boxes
1.28 Restroom Facilities

Added language: take equipment with you; notify BOC
via voice call before going off route to use the restroom

Added language: defined “good judgment” (see 1.00 change)
and elaborated on Operator’s procedure responsibilities under
reasonable conditions
2.02 Miss Outs

Added language: takes 90 consecutive calendar to clear
a miss out

Deleted – Obsolete
2.08 Late Pull-out

Changed title to: Late / Early Pull Out
Added language: early pull out permitted only when instructed to

do so.
2.09 Established Routes

Added language: ATMS radio procedures for reporting; specific
instructions for Orange Line Operators
2.10 At Relief Point

Changed title to: Relief Point
R Rev. 02/26/07
2.11 Service Delays

Added language: ATMS radio procedures for reporting 13
2.13 Announcing Fare Zone Limits and Inspection of I.D. Checks

Changed title to: Zone Checks – Announcing Limits & Inspecting
Zone Checks
Deleted language: reference to I.D. checks
2.14 Stops on Turn Around Loops and Detours

Changed title to: Turn Around Loop & Detour Customer Stops
2.16 Vehicle Lights at Layover / Terminal

Added language: extraboard rotated 1-3 Operators, (not assignments)
2.17 Noise
Added language: designated division yards
2.19 Unattended Buses

Added language: keep fare media with them; lock front door of bus
(if so equipped)

Changed title to: Freeway Emergency - Call Boxes
Added language: if safe to do so, attempt to get off the freeway;

use safety vest if outside of the vehicle; if stranded in traffic or left
shoulder, stay on bus.
2.22 Operating While Ill or Fatigued

Added language: ATMS radio procedures for reporting
2.25 Lost Articles

Added language: report to BOC when important items (meds, docs,
etc.) are found.
2.26 Carrying of Animals

Changed title to: Transporting Animals
Added language: all other animals must be secured in a suitable carrier.
2.28 Reporting Accidents or Incidents

2.31 Vehicle Accident/Incident Written Report

Changed title to: Vehicle Accident / Incident Report (SAFE-3)
Deleted language: reference to report being written
2.33 Striking a Fixed Object or Unattended Vehicle

Added language: ATMS radio procedure for reporting
Rev. 02/26/07 R
2. 34 Hold-ups, Disturbances and Altercations

13 Added language: ATMS radio procedure for reporting
2.35 Witness Reports

2.37 Un-enforced Rule Report

Changed title to: Fare Evasion / Policy Enforcement
Deleted language: reference to un-enforced rule card
Added language: use of UFS fare box & ATMS radio to report incidents
2.38 Inspection At Storage Location

Changed title to: Inspection at Division, Terminal or Lay Over Zone
Added language: Check bus for hazards / trash at terminal and

layovers. Dispose of trash properly, notify BOC via appropriate text
message when necessary for reporting hazardous / soiled conditions.
2.39 CEA Unit Seat Belt Requirement

Changed title to: Seat Belt Requirement
Added language: Metro’s seat belt policy for any Metro vehicle
includes wearing shoulder belt if equipped with one.
2.40 Bus Change Inside Division Yard

Added language: log off first bus and then log on to ATMS radio on
the replacement bus
2.42 Accepting a Bus Change

Added language: notify BOC immediately if the replacement bus is
not at the location when Operator arrives for the bus change
2.43 Owl Line-up

Changed language: Central Business District (CBD) to: central
downtown Los Angeles area

Added language: notify BOC if line up is missed
2.47 Bus Check Prior to Pull-in

2.48 Turn Ins

Updated list of items
2.49 Violations of Hours of Service

Changed title to: Hours of Service
Added language: Title 13 language
R Rev. 02/26/07
2.51 Operators Daily Report Card

Deleted – obsolete 13
2.52 New Rule

Operators Daily Log
Language used: Title 13 regulations
2.53 New Rule

Operators claiming overtime

Added language: defined “good judgment” (see 1.00 change) and
elaborated on Operator’s vehicle operations responsibilities under
reasonable conditions

Added language: reason for performing inspection; ADA regulations;
reporting defects before leaving yard.
3.03 Operator’s Vehicle Condition Report

Deleted language: reference to previous card that was used; updated
procedures and information.
3.04 Operating Within Division / Storage Yard

Changed title to: Operating Within Division Yard / Off Street
Terminal / Station
Changed language: stop at crosswalks - To: prepare to stop at

crosswalks if necessary; note regarding service directors
3.05 Tampering with Equipment

Added language: included obstructing camera system; purposely
operating in a manner that will damage equipment or prevent it
from working, as it was intended to
3.06 Signs
Added language: restrictions regarding temporary signs
3.07 Starting / Stopping of Engines

Added language: notify BOC before arriving to layover if the bus is
tagged by maintenance “do not shut off engine”
3.08 Air Pressure

Updated info: 90psi - To: 100psi
3.09 Use of Parking / Emergency Brakes

Changed title to: Emergency / Parking Brake
3.10 Use of Lights

Added language: (new law) use headlights when using wipers
Rev. 02/26/07 R
3.11 Care of Tires

13 Added language: ATMS radio procedure for reporting

Added language: examples of reliable guides.
3.14 Vehicle Cleanliness

Added language: all vehicles
3.17 Use of Windshield Wipers

Added language: new law (see 3.10)
3.20 Mirrors
Added language: not having a convex mirror is not a reason to not
operate bus; request one from maintenance if in the yard or from
BOC if on the street; continue in service until met by mechanic or
supervisor

Added language: use of 4 or 5-second (plus) following distance rule
as per individual operation
3.24 Attention while Driving

Added language: incorporated information from rule 1.24 (Reading
while Operating)
3.25 Improper Driving Position

Added language: adjusting seat / mirror ergonomically for safety
and comfort
3.28 Emergency Buzzer and Warning Lights

Changed title to: Emergency Alarms and Warning Lights
Changed language from: position the bus in a safe location to:

bring the bus to the first available safe position
3.31 Broken Glass / Mirror

3.33 Door Operation

3.37 Obstructions or Hazards In Bus Zone

Changed title to: Bus Zone Operation
Changed word: safely - To: normally
Deleted language: spot bus 4 feet from and parallel to curb.
Added language: spotting under ideal conditions; spot bus 12-18” or

24” when using w/c lift, referred to SOP 3.129-3.137 when there are
hazards / obstructions
R Rev. 02/26/07
3.38 Street Excavating, Workmen and Hazards

Changed title to: Hazards – Street Excavating & Work Crews 13
Added language: in traffic and adverse weather conditions, reduce

speed even further
3.40 Deep Water

Added language: first step of high floor buses or doorway platform
of low floor buses; standing water less than 12” reduce speed and
exercise caution.
3.41 Pedestrians
Changed title to: Hand Signals – Pedestrians / Motorists.
Added language: do not signal to motorists who proceed in front of

a bus that obstructs their view.
3.44 Emergency Vehicles

Added language: Operators should move to the right of the lane in
which they are traveling in.
3.47 Off Street Terminal/Station Operation

Deleted - Incorporated into rule 3.04
3.49 Freeway Lanes

Added language: allow large vehicles to advance if side by side with bus.
Changed word: bus - To: any large vehicle.
3.50 Slow Moving Vehicles

Added language: Note: be cautious of merging traffic: take bus off
the freeway if causing a hazard; notify BOC as soon as it is safe to
do so.
3.51 Railroad Crossings

Changed title to: Railroad Crossings – Approaching / Crossing /
Operating Speed.
Incorporated rule 3.52 & (partially 3.55)
3.52 Approaching Railroad Crossings

Deleted - Incorporated into rule 3.51
3.53 Stop Required At Railroad Crossings

Partially incorporated rule 3.55
3.55 Controlling Speed While Crossing Tracks

Deleted - Incorporated into rule 3.51 & 3.53
3.60 New Rule

Bus Bridge
Language used: defines bus bridge and info related to it
Rev. 02/26/07 R
3.61 New Rule

13 Overhead Clearance
Language used: observe posted signs for height restrictions;
approach overhead hazards with caution
3.62 New Rule

Unsafe Customer Behavior
Language used: do not allow customers to have body parts out the
windows; inform customers of child’s unsafe actions, call BOC if
necessary; use good judgment
3.63 New Rule

Cyclists
Language used: follow at safe distance, maintain 3–4 1/2 feet of
right side clearance, observe in mirror carefully, report to BOC
unsafe bicycle operation around the bus, never verbally or physically
confront

New language
4.01 Discipline
Added: list of major infractions.
Added language: Safety and customer service are priority and must
never be compromised.
4.02 Fighting
Added language: do everything reasonable to deescalate situation;
defend self in Operators compartment, no excessive force, open all
doors
4.03 Language and Conduct

Added language: or inappropriate language; actions, verbal or
written statements personally designed to offend
4.04 Horseplay
Changed title to: Rowdiness / Roughhousing
4.05 Acceptance of Service Inspectors Written Notice
4.06 Arrest
Added language: notify BOC if arrested while on duty,
notify Manager of off duty and file Misc. report as soon as
possible
4.07 Traffic Violations

Added language: notify BOC if cited while on duty, submit copy of citation
4.09 Possession of Weapons While on MTA Property

Changed title to: Possession of Weapons
R Rev. 02/26/07
4.10 Tobacco – Smoking Restrictions

Added: Note: no smoking within 50’ of CNG buses and fuel station 13
4.11 Gaming Restrictions

Added language: organizing/implementing gambling pools is strictly
prohibited while on duty, subject to duty, off duty on Metro property
4.13 Safeguarding MTA Property

Changed title to: Safeguarding Metro Property
Added language: never purposely operate vehicle / use equipment

to cause malfunction or damage; if bus is equipped with lockable
front doors, use them.
4.14 Food – Beverage On Board

Added: fare box (first bullet)
4.20 Outside Employment

Added language: required to complete an operator’s daily log.

New language
5.02 Hair
Added language: list of prohibited items: hair accessories, unnatural
hair color.
5.04 Fingernails
Added language: ¼” nail length
5.05 New Rule

Jewelry
Language used: restrictions on amount and size allowed
5.06 New Rule

Student Trainee Appearance
Language used: general appearance criteria; restrictions on hair,
fingernails and jewelry

Deleted language: reference to “old” uniform
6.01 Uniforms
Added language: wrinkle-free uniform; only purchased from
authorized Metro vendors.
6.04 Trousers
Deleted language: description of trousers
Added language: purchased only from authorized metro vendors.
Rev. 02/26/07 R
6.05 Shirts / Blouses

13 Added language: all shirts must be tucked in; exempt to tucking
shirts in are female Operators during pregnancy.
6.07 Neckwear
Deleted language: description of ties
6.08 Shoes
Changed title to: Shoes / Boots
Changed: height limit on heel from 1 3/8” to 1 ½”
6.09 Accessories
Deleted language: collar bars
Added language: eye ware – sunglasses and prescription glasses
6.10 Watches
Deleted language: division instruction department’s certification of watch
6.11 New Rule

Shorts
Language used: time period allowed to be worn, no alterations, no
long socks, tall boots, or long sleeve shirts / blouses
6.12 New Rule

Casual Friday Shirts
Language used: only worn on Friday, only approved vendor shirts,
must have Metro badge and emblem
6.13 New Rule

Student Dress Code
Language used: proper attire in good condition, businesslike; list of
acceptable items
6.14 New Rule

Safety Vest
Language used: in good condition, not to be worn at any time while
driving any Metro vehicle

New language
7.01 Customer Relations

Reworded rule
Added language: included ADA adherence
7.02 Assisting Customers

Added language: elaborated on ADA specifics
R10 Rev. 02/26/07

7.03 Calling Stops

Added language: Operator is responsible for knowing how the AVA 13
works and using it; if PA or AVA does not work, still required to
call stops

7.05 Conversation
Added language: Answer questions regardless of how many times
you have heard the question before. Provide informational printed
material to minimize inquiries

Added language: Operators are required to make a reasonable
attempt to collect fares; report incidents using UFS
7.07 Enforcement of Laws, etc.

Added language: report incidents using ATMS.
Deleted language: reference to un-enforced rule card.
7.09 Changed title to: Ejections

7.10 Refusing Transportation

Added language: report incidents using ATMS
7.11 Passing Up Customers

Added language: reference to 7.10; never leave bus in unsafe area,
never intentionally refuse service
7.13 Unnecessary Service Delays

Added language: do not purchase food / beverages if
stopping to use the restroom while in service at a location that sells
such items
7.14 Articles Carried Onboard MTA Buses

Changed title to: Articles Carried Aboard Metro Buses
Added language: restricted item (gas powered scooters); specifics

on bicycles
7.15 Wheelchairs / Disabled Customers

Added language: w/c customer on first, off last; use of ATMS for
notification; list of information to give to BOC
7.16 Standees On Wheelchair Lift

Added language: anyone can request to use the lift; recommend
only one person use the lift but it is o.k. if another one rides (within
weight limit – 600 lbs).
Rev. 02/26/07 R11

7.17 Walkers/Canes/Crutches/ Braces

13 Changed title to: Mobility Aides
Added language: allow customers more time to board, find a seat /

rail, stanchion; allow customers to walk away a safe distance before

pulling away from bus zone
7.18 Restroom Facilities for Customers

7.19 New Rule

Breastfeeding
(Used language from memo referring to state law)
7.20 New Rule

Deviating from Procedure
Language states: use good judgment, don’t compromise safety (self,
customers, equipment), choice should enhance customer service;
call BOC if situation requires it
7.21 New Rule

Fair & Consistent Treatment of Customers
Language states: treat all customers in a consistent, courteous,
respectful, professional manner; be selective of words and tone used
with customers
7.22 New Rule

Greeting Customers
Language states: greet customers upon boarding both verbally and
physically; acknowledge patronage verbally when exiting
7.23 New Rule

Reliable Service
Language used: strive for reliable service; don’t sacrifice safety for
service; use good judgment when faced with situations that may
impede service; unnecessary delays affect customers and coworkers
7.24 New Rule

Accomodating PMDs; Operator’s responsibilities; use of PMD as
identification for reduced fare;
8.00 General statement

New language
8.02 Tampering With Fare Box

Added language: use approved equipment to clear fare box.
8.03 Depositing Fares

Added language: Operators are permitted to redeposit coins found
in the coin return slot if customer is not available
R12 Rev. 02/26/07


Added language: report incidents using ATMS / UFS 13
8.06 Confiscating Passes / Fare Media

Changed title to: Counterfeit Passes / Fare Media
Added language: report incidents using ATMS, do not a t t e m p t

to confiscate any fare media
8.07 Fare Identification Checks

Changed title to: Zone Checks
8.08 New Rule

Securing Fare Media
Language used: secure all issued and collected fare media, secure
it out of sight, keep it on your person while on duty, never have day
passes when off duty

New language
9.03 Channel Assignments

Deleted – Obsolete
9.04 Radio Codes

Changed title to: Text Messages / Radio Codes
Added language: Always use a text message when available, if not,

use a voice call and attempt to use corresponding radio codes when
speaking
9.05 Discretionary Use

Added language: examples of ATMS radio call modes
9.06 New Rule

Telephone Communications (BOC phone numbers)
Section 10 – Silent Alarm System

No Changes
Section 11 – El Monte Busway Regulations

Changed title to: Orange Line Alignment, El Monte Bus Way, &
Harbor Freeway Transit Way Regulations

Added: transit way and orange line to statement
Rev. 02/26/07 R13

11.02 Following Distance on Bus Way

13 Changed title to: Following Distance
Added language: procedures for alignment and transit way; adjust

following distance according to adverse conditions and / or size of

vehicle.
11.03 Bus Way Speed

Changed title to: Operating Speed
Added language: included alignment and transit way; specific

wording for alignment
11.06 Del Mar Ramp and Speed Restrictions

Changed title to: Speed Restrictions
Deleted language: specific restrictions for Del Mar ramp
Rewrote SOP: general information on speed restrictions
11.07 Standing Vehicles – Emergency Stopping Areas

Changed title to: Standing Vehicles (Emergency Lane) – Bus Way
& Transit Ways
Added language: Transit Way procedures
11.08 Stops on Bus Way

Changed title to: Bus Stops
Added language: included alignment and transit way
11.09 Disabled Bus on Busway

Changed title to: Disabled / Stopped Bus
Added language: included alignment and transit way
11.11 New Rule

Hazards and Obstructions (alignment)
Language used: report to BOC any hazards or obstructions; if risk of
injury or damage to equipment is present, report as a priority
11.12 New Rule

Use of Headlights (Alignment)
Language used: headlight must be on at all times
11.13 New Rule

“Near-miss” Report (Alignment)
Language used: must be submitted daily; list of required written
information
R14 Rev. 02/26/07


New language 13
1.102 Leave of Absence
sop - summary of changes

Changed title to: Leave of Absence / Family Care and Medical Leave
(FCML) / Pregnancy Disability Leave (PDL)
Simplified language - refers to Article 31 of UTU contract.
1.105 Employee Injury (On Duty)

Changed title to: Employee Injured On Duty
Deleted: List of reports
Added language: complete all required reports; Operators with

Designated Physician forms still subject to receive immediate
medical aid from Metro physicians.
1.106 Personal Safety In Yards, Terminals, and

Other Facilities
Changed language: Stopping at crosswalks to: stop if crosswalk is occupied.
Added language: always wear reflective vest while in the yard but
never while driving.
1.107 Earthquake Instructions

Deleted – incorporated in SOP 12.103
1.108 Fire Safety

Deleted – incorporated into SOP 12.104

New language

Deleted
2.103 Work Run Book

Deleted all language: Refers Operators to use the w/r book at the
division or seek assistance from the Instruction Department or
management personnel.
2.104 Calling For Assignment

Updated list of items to obtain
2.106 Paddleboards
Changed title to: Running Boards
Added language: running boards are to be kept on the bus, turned

in when bus pulls in
Deleted: examples of symbols
Rev. 02/26/07 S
2.107 No SOP
13
2.109 Supplies
Changed title to: Supplies / Equipment
summary of changes - sop
Added language: (CDL) appropriate class and endorsement, (Med.

Card) original document, no photocopy; keep fare media with them
2.110 Hours of Service

Corrected information per title 13
2.111 Work Time

Reworded SOP – same information
2.112 Driving Time

Changed title to: Driving Time Restrictions / Operator’s Daily Log
Requirements
Reworded SOP using title 13 language, including latest updates
2.114 Diverting from Established Routes

Changed title to: Off Route (Diverting from Established Routes)
Added language: if unfamiliar with the area, do not divert, contact

BOCand wait for instructions
Restructured SOP
2.115 At Relief Point

Changed title to: Relief Point
Reworded SOP
Added language: use of ATMS radio
2.117 Announcing Fare Zone Limits and Collection of I.D. Checks

Changed title to: Zone Checks – Announcing Limits & Collecting
Zone Checks
Changed language: fare zones to: zone checks
Added language: use of UFS fare box for reporting all incidents
2.118 Layover Zone

Added language: notify BOC before arriving to layover zone if the
bus is tagged by maintenance “do not shut off engine”
2.119 Unattended Vehicles

Added language: how to secure vehicle when there is no curb
S Rev. 02/26/07

Added language: For safety purposes request customers to sit 13
towards the front foremost area of the bus.

2.121 Lost Articles
Updated procedures
Added language: Contact BOC if important articles are found (legal

docs, meds, etc.)
2.122 Carrying of Animals

Changed title to: Animals On Board the Bus
2.123 Procedures at Scene of Accident / Incident

Added language: 7 basic emergency steps
2.124 Request for Assistance

Changed title to: Assisting Metro Employees
Updated phone numbers
2.125 Courtesy Cards

Added language: collecting cards helps limit liability claims; check
for minimal information to be legible and correct, if not Operators
may get the information from customer and write it themselves;
Operators may assist customers to fill out cards; if no cards available,
use any writing material to get the minimal information
2.126 Vehicle Accident / Incident Written Report

Changed title to: Vehicle Accident / Incident Report (SAFE-3)
Added language: reference to Transit-safe; report required to be

submitted on day of occurrence; submit courtesy cards
Deleted language: examples of how to write an alleged incident
2.127 Hold-ups, Disturbances or Altercations

Added language: S.L.O.W. procedures
2.128 Miscellaneous Report

Added language: examples of when to use a misc. report
Reworded SOP
2.129 Urgent Situation Report/Report of Unsafe Condition or Hazard

Changed title to: Report of Unsafe Condition(s) or Hazard(s)
Added language: report using the Transit-safe (SAFE-7) report;

added list of examples
Rev. 02/26/07 S

13 Deleted – obsolete – replaced with:
Created language: make reasonable attempt to enforce policy; treat

all customers fairly and equally when enforcing policy; remember
safety for self and customer, do not trigger a confrontation; do not
interrupt service; report incident with proper text message or PSR
if needed
2.131 Schedule Problem Report

Changed title to: Schedule Problems (Reporting)
Changed language: complete a “Schedule Problem Report” to: file

the appropriate report
2.132 Storage Location Procedures

2.133 Owl Line-up

Reworded and updated SOP

Updated language
Section 3 – Vehicle Operations

Added language in various bus zone / spotting SOPs regarding
cautioning customers as they board and alight whenever the bus in
not able to be spotted 12-18” from the curb.
3.100 General Statement:

New language, including: Operator must be aware of community
they are operating in and do so under control at all times using
proper defensive driving techniques. Do not sacrifice safety for
schedule adherence.

Deleted current language
Rewrote SOP, referring Operators to consult division Instruction

Department for material pertaining to DMV requirements; language
refers to reasons why an inspection must be done.
Added language: inspecting a CEA

Updated – rewritten – detailed
3.103 Operator’s Vehicle Condition Report Card

Updated – rewritten

S Rev. 02/26/07
3.104 Signs
Changed title to: Head Signs 13
3.105 Starting /Stopping of Engines

Deleted: reference to damper switch
Added language: safety precautions when rear starting

engine
3.106 Air Pressure

Changed language: 90psi to: 100psi
Added language: do not put bus in service if air pressure

doesn’t reach a minimum of 120psi when idling; do not
operate under 100psi
3.107 Testing and Use of Lights

Deleted – refer to Rule 3.10 – Use of Lights
3.109 Heating and Air Conditioning

Changed title to: Heater / Air Conditioner / Defroster
Added language: regulate temperature to customer comfort on

buses that have adjustable temperature
Deleted: Note regarding GM buses
3.110 Checking Tires

Changed title to: Tire Pressure Check
Deleted language: reference to checking with transfer punch
Added language: do a visual inspection, listen for leaks
3.111 Master Control Switch

Changed title to: Read Door Master Control Switch
Added language: report problems to BOC using appropriate text

message
3.112 Door Dump Valve

Changed title to: Door Master Control Valve (Dump Valve)
3.113 Seat Adjustments

Changed “Front and Back” to Fore and Aft
Added language: Backrest, Headrest & Lumbar Adjustment
3.114 Mirror Adjustment

Added language: Bicycle Rack, Fare Box, Convex, Front stairwell
rearview, mirror adjustment procedures
Rev. 02/26/07 S
3.115 Turns
13 Deleted word: “extreme”
3.116 Operating Speed

Reworded SOP, condensed to say: operate under control according

to conditions using proper defensive driving techniques
3.117 Steering
Changed title to: Steering – Hand Over Hand / Push-Pull Methods
Added language: push-pull method procedures
3.118 Traffic Signals

Deleted language: reference to example about a plane
taking off
3.119 Application of Brakes

Reworded SOP, condensed language, removed “wordiness”
3.120 Wet Pavement

Changed title to: Wet Pavement / Surfaces
Added language: Metal plates
Reworded SOP
3.121 Deep Water

Changed: water depth from 18” to 12”
Added language: info as it applies to low-floor buses
3.122 Proper Right Side Clearance

Changed title to: Proper Clearance
Changed language: 4 ½ feet to 3 – 4 ½ feet
Reworded SOP
Added language: included procedures for left side and overhead

clearance
3.123 Emergency Transferring of Customers

Changed title to: Transferring Customers – Bus to Bus
Added language: transfer can only be done by order of CHP; bus is

safely out of the flow of traffic; recommend customers sit towards
the front of the bus; wear safety vest when assisting customers onto
another bus; procedure for street and freeway transfer
3.124 Interagency Customer Assistance

Deleted language: reference to Emergency Transfers.
S Rev. 02/26/07
3.125 Loading Buses through Rear Door

Reworded SOP 13
Deleted language: regarding Supervisor hand signals and tapping

on the bus to signal Operator.
3.127 Grade Operation

Added language: keep 10 feet of clearance from vehicle ahead;
details on how to slow down on a downgrade
3.128 Operational Techniques

Changed title to: Operating Techniques
Added language: procedures for CEA (starting); add 1 second for

each adverse condition and / or when 40 MPH or more; procedure
when bus regains following distance when a vehicle pulls in front of
it; right side clearance is 3 – 4 ½ feet
Added language: procedures for operating through curves, passing

buses, two and four-way intersection stops
3.129 Spotting Bus in Zone

Added language: angle bus to block vehicles parked / stopped in
bus zone reasonably limiting clearance between bus and curb; avoid
location if unsafe, find a safe one; spot up to 24” if using a w/c lift /
ramp; align center of rear wheel (pivot point).
Deleted language: reference to spotting a bus 6-12”
3.130 Operation at Customer Stops

Added language: 2nd or 3rd position buses will pull up to first loading
position when a w/c customer is waiting; bus should wait in a safe
loading position at the bus zone during the cycle of a red light; keep
doors clear of obstructions and when necessary use front door only
3.131 Near-side Stops

Changed title to: Near-side Bus Stop Operation
Changed language: 4 ½ feet right side clearance to: 3 - 4 ½ feet;

center of right front tire to: center of right rear tire
Deleted language: reference to RTS II type buses
3.132 Unobstructed Nearside Stops

Changed title to: Unobstructed Nearside Bus Stop Operation
Changed language: 4 ½ feet right side clearance to: 3 – 4 ½ feet.
Delete language: reference to RTS II type buses
Rev. 02/26/07 S
3.133 Obstructed Nearside Stop

13 Changed title to: Obstructed Nearside Bus Stop Operation
Changed / added language: 4 ½ feet right side clearance to: 3 – 4 ½

feet; 4 feet and parallel to: no more than 4 feet; spot bus at an angle
(if obstruction is a vehicle), reasonably limiting other vehicles from
passing between the bus and the curb; customer may have to alight
from front door only
3.134 Far-side Stop

Changed title to: Far-side Bus Stop Operation
Added language: up to 24” if using the w/c lift / ramp; spot no more
than 4 feet
3.135 Unobstructed Far-side Stop

Changed title to: Unobstructed Far-side Bus Stop Operation
Deleted language: reference to spotting 6 – 12” from curb
Added language: up to 24” if using a w/c lift / ramp
3.136 Obstructed Far-side Stop

Changed title to: Obstructed Far-side Bus Stop Operation
Added language: spot bus at an angle (if obstruction is a vehicle),

do not obstruct more lanes than necessary; reasonably limit vehicle
from passing; no more than 4 feet from curb.
3.137 Obstructions or Hazards

Changed title to: Reporting Obstructions or Hazards
Added language: more examples of obstruction / hazards
3.138 Rolling Back on a Hill

Deleted – See SOP 3.127
3.139 Station, Facility and Yard Operations

Changed title to: Operating / Safety Procedures in Division Yards,
Terminals and Stations
Changed language: stop at crosswalks to: approach crosswalks,

prepared to stop if necessary.
Restructured existing language.
3.141 Posted Bus Stops Without Curbs

Changed title to: Bus Stops Without a Curb
3.147 Stop Not Required

Added language: “Tracks Out of Service” sign
S Rev. 02/26/07
3.148 Railroad Track Safety

Added language: additional safety bullets 13
3.150 Methods to Avoid Accidents when Entering and Leaving the

Bus Zone
Changed title to: Methods for Avoiding Accidents – Entering, and
Departing a Bus Zone
Reworded / restructured SOP
Added language: spot bus up to 24 inches if using w/c lift / ramp;

spot bus at an angle if obstruction is a vehicle.
Deleted language: reference to spotting bus 6-12”.
3.151 Methods to Avoid Accidents in the Bus Zone

Changed title to: Methods for Avoiding Accidents – In the Bus
Zone
Deleted language: reference to spotting bus 6-12”
3.152 Methods to Avoid Onboard Falls

Changed title to: Methods for Avoiding Accidents – Onboard Falls
3.153 Methods to Avoid Accidents Between Intersections

Changed title to: Methods for Avoiding Accidents – Between
Intersections
3.156 Contra-Flow Lane Operation

Added language: precautions on how to turn right, back onto the
contra-flow law after a detour
3.157 New SOP

Bicycle Racks
Language used: Operator’s responsibilities
3.158 New SOP

Cyclist
Language used: Operating procedures for dealing with cyclist
Section 6 – Uniforms

Deleted language: reference to ordering procedure of “old” uniform
(Brookhurst)
6.100 Uniform Purchasing Procedure

Updated information
6.102 Watches
Deleted language: purchasing procedures for student Operators
Rev. 02/26/07 S

13 Added language: Operators to use “good judgment”, defined “good
judgment” (see rule 1.00)
7.101 Communication / Language Barriers

Reworded SOP and condensed information
7.102 Requests for Information

Updated information telephone numbers
Added: web address
Added language: Orange Line Operators are required to provide

customer service even though they do not have to handle fares.
7.103 Calling Stops

Added language: Use of the AVA to announce stops; if AVA or PA
are non operational, announce stops in a clear distinct voice
7.104 Exterior Speakers

Added language: mentioned AVA system and what do to if non-
operational
7.105 Alighting
Reworded SOP, condensed language
7.106 Standees
Changed title to: Standing Customers
7.107 Smoking, Food/Beverage, or Radios on

Buses – Customers
Added language: report incidents using the ATMS radio
7.108 Carrying Customer Past a Stop

Deleted language: reference to transfers
7.109 Customer Convenience/Emergency Stops

Changed title to: Courtesy / Emergency Stops
7.110 Accessible Service

Added language: report w/c call using the ATMS radio; a second
person may ride the lift (within weight restrictions); statement
suggestion for offering assistance; updated minimal restraint
requirement
Deleted language: w/c lift operating instructions for individual bus

models

Restructured SOP into sections
S10 Rev. 02/26/07

7.111 On-Time Performance Warranty Program

Deleted – obsolete 13
7.112 Customer “Flash Cards”

Changed title to: “Flash Cards” for Visually Impaired Customers
Added language: what to do if AVA system is non-operational
7.113 New SOP

Boarding / Alighting Customers
Allowing customers time to board and alight safely
7.114 New SOP

Boarding and securing PMDs; Operator’s/customer’s
responsibilities; restrictions
8.101 Fare Collection

Reworded SOP
Added language: Ask customers to redeposit rejected coins, if not

then Operators are allowed to redeposit coins left in the coin return
slot; turn in rejected and foreign coins in a coin return envelope
at end of assignment; Rail tickets: TVM – Metro / Metrolink,
Municipal transfers.

Added language: examples of invalid fare media; reporting incidents
using the UFS fare box, enforcing policy fairly, mindful of tone and
language used, mindful of safety for self and customers
8.104 Limited Service

Restructured existing language
8.105 Express Service

Added: language – clarified fare increment information; student, senior
and disabled customers are not charged zone increment charges.
8.106 Express Increment Stamps

Restructured existing language
8.107 Zones Outside of Los Angeles County

Deleted - obsolete
Rev. 02/26/07 S11

8.109 Monthly Passes – Los Angeles County

13 Changed title to: Metro Passes
Added language: information for: Day Pass, Monthly Pass, Semi-

monthly Pass and Weekly Pass
8.110 Joint Monthly Passes

Deleted: replaced with New SOP:Regional Transit Pass – EZ Pass
8.111 Student Passes (Elementary, Jr. High, High School, College /

Vocational & Institutional Passes)
Added language: information on new photo-less pass; information
regarding “Institution Passes”
8.112 Special MTA V.I.P. Passes

Changed title to: Special Metro Passes
8.114 Employee Passes

Changed title to: Employee / Dependent / Retiree Passes
Added language: information regarding validity of expired passes

when directed by a General Notice from Human Resources.
8.118 Confiscating Passes/Fare Media

Changed title to: Counterfeit Passes / Fare Media
Added language: using appropriate tone of voice and choice of

words when speaking to the customer; reporting incidents using
the UFS fare Box and ATMS radio.
Deleted language: reference to Counterfeit Fare Media Incident

Report.
8.119 Senior Citizens

Changed title to: Senior Citizen Customers
Added: examples of accepted I.D.
Added language: regular and temporary fare card procedures
8.120 Persons with Disabilities

Changed title to: Customers with Disabilities
Added: examples of accepted I.D.; examples of customers who do

not need to show I.D. (using red-tip cane, any mobility device, using
a service animal).
Added language: regular and temporary fare card procedures; access

service pass procedures
S12 Rev. 02/26/07

8.121 MTA Monetary Tickets

Deleted: replaced with New SOP:Ticket Vending Machine Tickets 13
(TVM).

8.122 Tokens
Deleted language: reference to H.E. Huntington and Olympic
token

8.123 Transfers – Los Angeles County
Deleted: replaced with new SOP: Transfers (Metro to Muni)
Deleted language: references to DD-1 transfers
Added language: all procedures for handling Metro to Muni

transfers.
8.124 Transfers to/from Municipal Carriers in Los Angeles County

Changed title to: Municipal Transfers (Muni to Metro) / Inter-
Agency.
Deleted language: reference to DD-1 transfers
Added language: all procedures for handling Muni to Metro

transfers.
8.125 Identification Checks - Issuing

Changed title to: Zone Checks – Issuing
Added language: all procedures for issuing
8.126 Identification Checks - Collecting

Changed title to: Zone Checks - Collecting
Added language: all procedures for collecting
8.127 Children Under the Age of Five Years

Deleted language: examples
8.128 Transportation of Customers with Visual Impairments

8.129 Public Law Enforcement and Traffic Control Officers

Changed title to: Law Enforcement and Traffic Control Officers
(TCO)
Deleted language: TCO cap requirement, reference to Transit P.D.
Rev. 02/26/07 S13

8.130 On-Time Performance Warranty

13 Deleted – obsolete
8.131 Refund Receipts

Changed title to: Fare refunds
Deleted language: all reference to refund receipt procedures

Added language: obtain customers contact information, ATMS
radio time, fare box I.D. number on a courtesy card and turn in at
completion of assignment; if necessary also include a miscellaneous
report
8.132 MTA Operation in Orange County

Changed title to: Metro Operation in Orange County
Deleted language: reference to additional O.C. fare; peak period

collection; O.C. transfers; student fares.
8.133 New SOP

Special Event Service
Language used: described type of service, how it operates, numbering
identification (600s)
8.134 New SOP

Rapid Line Service
Language used: described type of service and how it operates,
numbering identification (700s)
8.135 New SOP

Metrolink Fare Media
Language used: acceptance procedures
8.136 New SOP

Rail Fare Receipts
8.137 New SOP

Safety / Art Tour Passes

Deleted language: reference to G.E. Radio
9.102 Preparing the G.E. Radio for Use

Changed title to: Preparing the Radio for Use
Deleted language: reference to G.E. Radio
Added language: ATMS radio prep procedures; logging on, setup

adjustments, relief log on.
S14 Rev. 02/26/07

9.103 System Use

Deleted language: reference to G.E. radio; list of PRI examples 13
Added language: ATMS radio use procedures; routine & priority

text & voice messages; information to say to BOC; code 9 info; use
of radio only when vehicle is not in motion.
9.104 Calls from the Control Center

Changed title to: Calls from BOC
Updated information to reflect ATMS radio
9.105 Radio Codes

Deleted: radio codes that are duplicated by text messages
9.106 New SOP

Automatic Voice Annunciation (AVA)

Updated SOP
10.101 Alarm Activation

Updated head sign message: Emergency Call 911
10.102 Silent Alarm Indicator

Added language: ATMS radio indicators
10.103 Procedure to Follow When Danger Remains On Bus

Added language: S.L.O.W. procedures
10.104 Procedure to Follow When Danger Has Passed

Added language: ATMS radio procedure
Section 11 – El Monte Busway

Changed title to: Orange Line Alignment, El Monte Bus Way &
Harbor Freeway Transit Way Procedures

Added language: Orange Line Alignment & Harbor Freeway
Transit Way
11.101 Busway Speed

Changed title to: Operating Speed & Restrictions
Added language: specific procedures for specific locations
Rev. 02/26/07 S15

11.102 Pylons – Reflector Signs / Diamond Lane Markings

13 Changed title to: Following Distance Reference Points – Bus Way &
Transit Way
Deleted language: reference to oblong reflectors along the jersey

divider; distance between diamond markings.
11.103 Inoperable Buses

Changed title to: Breakdowns / Disabled Vehicles
Added language: specific procedures for each location
11.104 Emergency Transferring of Customers on the Busway Lane

Changed title to: Emergency Customer Transfer – Alignment & Bus
Way
Added language: procedures for Alignment
11.105 Busway/Rail Station Elevator problems

Changed title to: Station Elevator Malfunction – Bus Way & Transit Way
Deleted language: specific route information to give to customers
Added language: included Transit Way stations
11.106 New SOP

Hazards, Obstructions and Detours – Alignment
Language used: Specific alignment procedures
11.107 New SOP

Operating Instructions for Specific Locations – Alignment
11.108 New SOP

“Near-miss” Reports – Alignment
11.109 New SOP

Bus Stop Operation - Alignment

New language
12.101 Remaining at Work

Added language: CA government codes and requirements for
Disaster Service Workers during an public emergency
12.103 Earthquake
Added language from (deleted) SOP1.107, more detailed
procedures
Deleted language: Duck-Cover-Hold technique
S16 Rev. 02/26/07

12.104 Fire
Added language from (deleted) SOP 1.108, more detailed 13
procedures

12.105 Types of Fires
Added language: PASS procedure for using fire extinguisher
12.106 Medical Emergency Procedures

Added language: specifics for using ATMS radio; being prepared to
answer necessary questions regarding the situation to help expedite
emergency assistance
12.107 New SOP

Suspicious Packages or Items
Language used: Procedure for reporting; being prepared to answer
necessary questions from BOC regarding the situation to help
expedite emergency assistance
12.108 New SOP

Hazardous Material Emergency Procedures
Language used: Procedure for reporting
Rev. 02/26/07 S17


Rev. 02/26/07 Rev. 02/26/07

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General Rules............................................................................................. 1 -R1

General Procedures................................................................................... 1 -S1

Operator’s Procedures Rules..................................................................... 2 -R1

2.04 Badge Reader System............................................................ 2 -R1

2.08 Late / Early Pull-out ............................................................. 2 -R2

Operator’s Procedures SOP’s.................................................................... 2 -S1

Vehicle Operations Rules.......................................................................... 3 -R1

3.09 Parking / Emergency Brake.................................................. 3 -R3

3.13 Parking .................................................................................. 3 -R4

3.58 Coasting in Neutral............................................................... 3 -R12

Vehicle Operations SOP’s......................................................................... 3 -S1

3.140 Unmarked Bus Stops............................................................ 3 -S24

3.144 Freeway Lanes........................................................................ 3 -S25

Operator’s Code of Conduct Rules........................................................... 4 -R1

Appearance Rules....................................................................................... 5 -R1

5.03 Moustache, Beard, Sideburns............................................... 5 -R1

Operator/Customer Relations Rules........................................................ 7 -R1

Operator/Customer Relations SOP’s....................................................... 7 -S1

7.101 Communication / Language Barriers.................................. 7 -S1

7.105 Alighting................................................................................ 7 -S2

Fares Rules................................................................................................. 8 -R1

Fares SOP’s................................................................................................ 8 -S1

8.118 Counterfeit Passes / Fare Media........................................... 8 -S5

Communications Rules............................................................................. 9 -R1

Communications SOP’s............................................................................ 9 -S1

Silent Alarm Rules.................................................................................... 10-R1

Silent Alarm SOP’s................................................................................... 10-S1

Orange Line Alignment, El Monte Busway, & Harbor Freeway

11.02 Following Distance - Bus Way/Transit Way........................ 11-R1

Orange Line Alignment, El Monte Busway, & Harbor Freeway

Emergency Procedures SOP’s................................................................. 12-S1

Summary of Changes Rules..................................................................... 13 -R1

Summary of Changes SOP’s.................................................................... 13 -S1

1.00 General Statement 1

rule - general rules

A violation of any part of these rules and / or failure to exercise

1.01 Maintenance of Rulebook and SOP

1.02 Knowledge of Rules and Procedures

Ignorance of rules, procedures, special orders and/or instructions

1.03 Standards of Efficiency

1.04 Special Orders and Instructions

1 1.05 Compliance with Instructions

(See Rule 1.02)

Authorized Metro representatives include:

• Metro Executive Staff Officers

1.07 Metro Issued Property

1.08 Bulletin Boards, Bulletin Books, and Mailboxes

1.09 Personal Records

1.10 Laws and Regulations 1

rule - general rules

1.11 Cooperation with Law Enforcement & Fire

1.12 License (CDL), Verification of Transit Training

1.13 Physical Examinations

1.15 Sick Operator’s Travel Restrictions

1 1.16 Returning from Sick Leave

Sick Leave Pay, an Attending Physician’s Statement or other doctor’s

1.17 Doctor’s Release

Operators who are absent 14 times within any consecutive 12-month

1.18 Long Term Sick / Injury Leave (over 30 days)

1.19 False Sick Reports

1.20 Employee Injured On Duty