Meeting_Body
OPERATIONS, SAFETY AND CUSTOMER EXPERIENCE COMMITTEE
OCTOBER 16, 2025
Subject
SUBJECT: REVIEW OF METRO CALL BOXES AT RAIL STATIONS AND MAJOR BUS TERMINALS
Action
ACTION: RECEIVE AND FILE
Heading
RECOMMENDATION
Title
RECEIVE AND FILE Office of the Inspector General (OIG) Final Report on Review of Metro Call Boxes at Rail Stations and Major Bus Terminals.
Issue
ISSUE
The Office of the Inspector General (OIG) conducted a review of customer-facing call boxes at Metro rail stations and major bus terminals. The objective was to assess the efficiency and effectiveness of these callbox telephones across Metro’s rail system and major bus terminals.
Background
BACKGROUND
The call box system is a critical component of the transit network, enabling direct communication between passengers and transit control centers. Call boxes are intended to provide riders with a reliable means of communication for requesting assistance, reporting emergencies or suspicious activity, and obtaining service information. They are a critical resource, particularly in areas where Metro staff are not present or during off-peak service hours.
After our review began, Metro independently performed an assessment of all call boxes and took steps to repair any non-functioning call boxes.
Metro is responsible for ensuring that these call boxes are clearly identifiable, fully operational, compliant with accessibility requirements, and regularly tested and maintained. Internal policies and procedures guide the installation, inspection, and repair of these devices, and their functionality plays an important role in Metro’s overall safety and emergency response strategy.
Metro Operations is responsible for the maintenance of all call boxes across Metro’s rail systems and major bus terminals. Specifically, the following departments are involved in call box operations:
• Maintenance of Way (MOW) Communications Systems - Responsible for maintaining and repairing the customer-facing call boxes across the system.
• Rail Operations Control (ROC) - Manages voice and data communications, among other responsibilities. ROC’s CCTV Observers answer calls made from call boxes located in rail stations. ROC also oversees train control, power, station ventilation, and the monitoring of gas and fire sensors.
• Bus Operations Control (BOC) - Oversees and manages the entire bus fleet across Metro’s bus system. BOC is responsible for service mitigation when unexpected events occur that affect bus activity, such as accidents, detours, medical emergencies, or criminal and suspicious activity. BOC has four CCTV Observers who answer calls from call boxes located along the G and J bus lines.
This review was initiated to assess the call box system and recommend necessary improvements.
Discussion
DISCUSSION
FINDINGS
Our review found that Metro has established adequate policies and procedures governing the operation and maintenance of customer-facing call boxes. Overall, the system is generally effective in terms of accessibility and response time, and the majority of inspected call boxes were found to be operational and well-maintained. Based on our physical inspection, the sampled call boxes were visible and strategically placed throughout Metro’s Rail and Major Bus Terminal systems. In addition, Metro is generally compliant with all legal requirements regarding the installation and operation of these communication systems.
Following the start of our review, Metro independently assessed the call boxes in all rail stations and major bus terminals (G and J lines) - and initiated repairs on any units that were not functioning.
However, our review identified a few areas for improvement. Documentation of call records from customer-facing call boxes needs to be improved, as accurate records are essential for both operational efficiency and safety. Communication challenges were noted at particularly loud stations, where background noise interferes with audio clarity. Metro receives a substantial number of non-emergency and prank calls, which waste the time of phone responders (CCTV observers) and tie up resources that may be needed to handle real emergency calls. Implementing methods to reduce non-emergency calls on emergency lines could improve both efficiency and safety.
We recommend that call boxes be regularly cleaned and inspected for visible dirt, graffiti, or any external debris, to help maintain a positive public perception of the system, and ensure they are clearly identified for operational and maintenance purposes. Issues were noted in some camera systems, including coverage gaps and over-reliance on stationary cameras in certain areas. Metro should provide refresher training for Closed Circuit Television (CCTV) Observers to strengthen the quality and effectiveness of monitoring and response efforts. Enhancing interdepartmental coordination is equally essential to support more efficient communication and timely action.
Addressing these issues will strengthen the reliability and functionality of call boxes, directly contributing to a safer, more user-friendly transit environment.
RECOMMENDATIONS
We recommend the following:
A. Physical Condition
Facilities Contracted Maintenance
1. Enhance routine inspection and cleaning protocols, especially in stations with high ridership (including elevator areas), to ensure all units are clean and free of graffiti.
System Security and Law Enforcement
2. Establish anti-graffiti measures and increase surveillance to deter vandalism.
3. Conduct a staffing assessment to ensure sufficient personnel are available to effectively respond to and prevent vandalism and graffiti-related incidents and repairs.
B. Audio and Communication Issues
(Maintenance of Way) Communications Systems and Operations Engineering
4. Explore external/outside noise-canceling technology and methods at loud stations.
5. Enhance the volume of the call boxes to overcome noise.
C. Identification and Numbering
(Maintenance of Way) Communications Systems
6. Standardize numbering protocols across all stations and provide durable, clearly visible labels for identification and operational purposes.
7. Ensure all numbering is correct and resistant to internal and external environmental conditions.
D. Call Records
(Maintenance of Way) Communications Systems
8. Conduct a comprehensive review and validation of the call box inventory to ensure accurate categorization of customer-facing and non-customer-facing units.
9. Update the inventory records based on field verification, and implement a regular audit process to maintain inventory and data accuracy going forward.
10. Work with Information Technology Services to verify the accuracy and integrity of data used in the reports.
11. Identify methods to document and categorize the type or purpose of the calls, e.g., Informational, emergency, testing, mischief, and prank calls.
Information Technology Services
12. Coordinate with (Maintenance of Way) Communications Systems to obtain accurate data and generate useful reports, including the number and type or purpose of calls received from call boxes.
E. Prank Calls
(Maintenance of Way) Communications Systems
13. Consider installing clear signage stating that the emergency call box is for emergency use only, and misuse is subject to penalties.
F. Training
Rail Operations Control and Bus Operations Control
14. Consider implementing refresher courses or as-needed training for all CCTV Observers and other personnel involved in call box operations, to include the use and features of the new call boxes installed in the system.
G. Interdepartmental Coordination
Rail Operations Control, Bus Operations Control, (Maintenance of Way) Communications Systems, and System Security and Law Enforcement
15. Enhance coordination among departments involved in call box maintenance, inspection, and testing to ensure call box checks are adequate, effective, and reduce redundant checks and inefficiencies.
H. Upgrade
Operations Engineering
16. Once the prototypes of the Call Point Blue Light Project are installed, evaluate their effectiveness and conduct a comprehensive cost-benefit analysis based on the knowledge gained from the pilot program.
I. Camera Limitations
(Maintenance of Way) Communications Systems and Operations Engineering
17. Conduct a comprehensive evaluation of the existing camera infrastructure to identify performance gaps and limitations.
18. Ensure the new system being considered meets Metro's needs as an upgrade to high-resolution, reliable camera systems with enhanced capabilities such as pan, tilt, and zoom (PTZ) functionality for improved coverage and flexibility, and will replace obsolete call boxes and legacy cameras with a unified system that offers superior image quality and remote monitoring capabilities.
19. Consider integrating Artificial Intelligence and automation in any future camera systems deployed in Metro Rail Stations.
Rail Operations Control, Bus Operations Control
20. Continue to hold regular meetings or discussions with CCTV Observers to identify recurring issues in surveillance monitoring.
System Security and Law Enforcement
21. Expand surveillance coverage by installing functional cameras in previously unmonitored areas, such as the Willow Station patron and employee parking lot.
Equity_Platform
EQUITY PLATFORM
It is the OIG’s opinion that there are no equity considerations or impacts resulting from this audit.
Vehicle_Miles_Traveled _Outcome
VEHICLE MILES TRAVELED OUTCOME
VMT and VMT per capita in Los Angeles County are lower than national averages, the lowest in the SCAG region, and on the lower end of VMT per capita statewide, with these declining VMT trends due in part to Metro’s significant investment in rail and bus transit.* Metro’s Board-adopted VMT reduction targets align with California’s statewide climate goals, including achieving carbon neutrality by 2045. To ensure continued progress, all Board items are assessed for their potential impact on VMT.
As part of these ongoing efforts, this item is expected to contribute to further reductions in VMT. This item supports Metro’s systemwide strategy to reduce VMT through maintenance of customer-facing call boxes, increasing operational efficiency and safety that will improve and further encourage transit ridership, ridesharing, and active transportation. Metro’s Board-adopted VMT reduction targets were designed to build on the success of existing investments, and this item aligns with those objectives.
*Based on population estimates from the United States Census and VMT estimates from Caltrans’ Highway Performance Monitoring System (HPMS) data between 2001-2019.
Implementation_of_Strategic_Plan_Goals
IMPLEMENTATION OF STRATEGIC PLAN GOALS
Recommendations support strategic plan goal no. 2: Deliver outstanding trip experiences for all users of the transportation system.
Next_Steps
NEXT STEPS
We received the responses from Metro Management and they agreed on 20 of the 21 recommendations we provided. Their detailed responses are included in Attachments B and C.
Attachments
ATTACHMENTS
Attachment A - Final Report on Review of Metro Call Boxes in Rail Stations and Major Bus Terminals (Report No. 26-AUD-01)
Attachment B - Responses from Operations/SSLE
Attachment C - Response from Chief People Office
Prepared_by
Prepared by: Asuncion Dimaculangan, Senior Auditor, (213) 244-7311
Yvonne Zheng, Senior Manager, Audit, (213) 244-7301
George Maycott, Senior Director, Special Projects, (213) 244-7310
Reviewed_By
Reviewed by: Karen Gorman, Inspector General, (213) 922-2975
