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 c...
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