ECR Detour - Road closure in Burlingame March 24 – April 8, weekdays 8 a.m.– 6 p.m. No service between Oak Grove to Howard. More info here.
For SamTrans bus operator Stacy Monroe, recent safety improvements are more than policies on paper—they are protections she feels every day behind the wheel.
“The Code of Conduct and passenger suspension policy made me feel like SamTrans is listening to operators’ concerns about our safety and the safety of passengers,” Monroe said. “It helps suspend passengers from our service when they threaten that safety.”
Just a few years ago, however, operator assaults on the SamTrans system were trending in the wrong direction. In 2023, incidents peaked at 14 — highlighting growing challenges for frontline employees and reinforcing the need for stronger protections across the transit system.
A turning point for transit safety
In response, the San Mateo County Transit District (SamTrans) launched a comprehensive safety initiative designed to protect operators, improve rider experience, and create a more secure transit environment.
Rather than relying on a single solution, SamTrans took a layered approach—combining policy, infrastructure, and enforcement tools into one coordinated strategy.
Key elements of the initiative include:
- Code of Conduct (April 2024)
Clear expectations for rider behavior across the system. - Workplace Violence Prevention Plan (July 2024)
Structured procedures for preventing and responding to safety incidents. - Operator assault barriers (December 2024)
Plexiglass shields that provide a physical layer of protection. - Passenger Suspension Policy (October 2025)
Authority to suspend individuals who repeatedly violate safety rules. - Temporary restraining orders (2024–2025)
Legal tools used to prevent individuals who pose ongoing threats from accessing transit.
Together, these measures give operators and staff the tools they need to address unsafe behavior while maintaining fairness and accountability.
Real results for operators and riders
The impact of these changes is already clear.
Operator assaults have declined significantly since peaking in 2023:
- 2023: 14 incidents
- 2024: 9 incidents
- 2025: 4 incidents
- 2026 (year-to-date): 1 incident
This steady decline reflects the effectiveness of combining prevention, enforcement, and physical safety improvements.
Bus Transportation Manager Said El-Khatib said the Workplace Violence Prevention Plan and legal tools are making a difference.
“With the Workplace Violence Prevention Plan, it’s a new measure that can eliminate or minimize assaults and result in three temporary restraining orders through the court system,” El-Khatib said.
He also pointed to the impact of operator assault barriers, especially during school trips.
“It’s a positive way for operators to reduce assaults with the barriers, which have stopped students from throwing items at operators.”
Building confidence on the front lines
For operators, the changes are about more than numbers—they’re about feeling supported.
“The Workplace Violence Prevention Plan is beneficial because the temporary restraining orders go through the court system, and police can keep those individuals off the bus, making us feel safer,” Monroe said.
She added that even simple physical changes make a difference.
“The operator assault barriers are helpful. They put a physical barrier between the problematic passengers and us.”
The combination of policy changes and physical improvements has helped reinforce a key message: operator safety is a priority.
A model for safer transit
While many transit agencies face similar challenges, SamTrans’ approach stands out for its integration of multiple strategies into one cohesive program.
By aligning policy, employee input, infrastructure, and legal enforcement, the agency has created a framework that addresses both the causes and consequences of unsafe behavior.
The approach is also practical and scalable. Other transit agencies can adopt similar measures—clear codes of conduct, suspension policies, workplace safety plans, and partnerships with courts—without requiring major capital investment.
Moving forward
Public transit plays a critical role in connecting communities. Ensuring that riders and employees feel safe is essential to maintaining that trust.
SamTrans’ comprehensive safety initiative demonstrates how thoughtful policy design and operator-informed solutions can lead to meaningful results.
By combining clear behavioral standards, legal enforcement tools, and operator-informed safety improvements, SamTrans has reduced assaults and created a safety model that transit systems can use from coast to coast.
SamTrans Naloxone Outreach Team