Station Agent Exam # 3 Questions & Answers

What do you do if you get a report of a lost child? - ANSWERS1) Obtain info. @where and how the child was lost. 2) Try to determine if the child may be in the station or on a train. 3) Immediately comtact Comspec @ O.C.C or BPS. 4) Provide a detailed descriptiion including: Gender, Age, Ethnicity, Name, Clothing, Special comditions, and relationship to reporting party. When dialing 911 from a station's pay phone, who will answer the call? - ANSWERSBPS will answer the call. Unless calls are placed from Embarcadero-24th street, then SFPD will answer the call. What is a Service Animal? - ANSWERSAn animal that is individually trained to perform a task for a person with a disability. What is required if you want to sell anything on District Property? - ANSWERS1) You must be in the Free area. You need a Concession's Permit from BRt's Real Estate Services / Department: Right of way Management Division, Ext. # 6882 How would a request for a Special Tours be handled? - ANSWERSS/A must refer all customers inquiries regarding Tours to the Govt. and Community Relations Dept. @ ext. 6235 Are people allowed to sell items at the station. - ANSWERS* They must have Written Authorization from Right of Way Management Dept. Real Estate at ext.: 6882 May Patrons smoke in the Free Area? - ANSWERSNo. Smoking is prohibited within 25 feet of any Public entrance. What do you do if the Media arrives @ your station to covering News Event? - ANSWERSContact Communication department @ ext.# 7110. If they arrive outside of normal business hours, the as/A shall contact the O.C.C Manager @ ext. 4152. What is the procedure to follow if Media Personnel requests access to District Property? - ANSWERSVerify that the crew has a Letter of Authorization from the Communication's Department. How do you handle a person using an altered ticket? - ANSWERS* Make a reasonable attempt to retain the ticket for evidence for BPS * Contact BPS to explain the situation * Write a U. O.R and include ID and info. of situation *'Fax U.O.R to Line Foreworker What are the steps to follow when you witness someone using a Discount ticket improperly? - ANSWERS* Use good judgment to determine if the customer has made an honest mistake. * Advise the customer on correct use of ticket * Try to make a reasonable attempt to confiscate * If confiscated, complete a U.O.R * Advise the customer to buy a blue ticket * Attempt to collect a fare for ride taken (Refund/Payment form should be completed) * Avoid altercations * Allow customer to exit * Contact BPS and T.S What should you avoid doing if you observe someone using a discount ticket improperly) - ANSWERSNever imply the person is being accused of an illegal act. AFC Colors: - ANSWERSGreen= Normal ( In service) Gray= Offline Yellow: Warning ( ex.: Low Stock, but still In service) Orange= Out of Service Red = Alarm Black = Indicates Aisle Dierction How should a S/A handle a repeat Fare evader? - ANSWERS* Contact BPS * Explain the situation and details * Complete a U.O.R providing as many details as possible How do you define a repeat Fare evader? - ANSWERS* Individuals who repeatedly try to ride BART: Without a valid form of payment Underpaid funds Or does not have proper ID What INFO do you give BPS when you contact them? - ANSWERS* Station Agent's name * Station Location * Exact Location of Incident *Type of Criminal activity, damage to property, or personal injury * Persons/Property involved * Any weapons involved * When incident occurred or is it ongoing * Description of suspects: Head to toe * Name of Witnesses/Anonymous or unknown Are people allowed to sell items items in the Stations? - ANSWERSYes, if they have a Written Authorization from Right-of-Way Management department (Real Estate) at ext. 6882. May Patrons smoke in the Free Area of BART? - ANSWERSNO smoking is prohibited. All smoking must be within 25 feet of any Public station entrance. What do you do if the Media arrives at your station to cover a News event? - ANSWERSCall the Communication's Department at ext. 7110. If they arrive outside of normal business hours, contact the O.C.C. manager at ext. 41522 for authorization. What is the procedure to follow if Media personal requests access to District Property? - ANSWERSVerify that the Crew has a letter of Authorization from the Communication's department. What should you Never do if you observe a person using a discount ticket improperly? - ANSWERSNever imply the person is being accused of an illegal act. What are the AFC colors: - ANSWERSGreen: Normal (In service) Gray: Offline Yellow: Warning (ex. low stock, but still in serv. Degraded) Orange: Out of Service Red: Alarm Black: Indicates aisle direction How should a S/A handle a repeat offender? - ANSWERS- Contact BPS -Explain the situation and details Complet a U.O.R providing as many details as possible. Who is deemed a repeat Fare Evader Offender? - ANSWERS- Individuals who repeatedly try to ride for free - Without valid form of payment - With Underpaid funds - Or does not have proper ID. What info. of you give BPS when you contact them? - ANSWERS- Station Agent's name - Station location - Exact location of incident - Type of Criminal activity, damage to prop, or pers. injury - Persons/Property involved - Any weapons involved - When incident occurred (On-going) - Description of suspects (Head to Toe) - Names of witnesses (Anonymous or unknown). What are the guidelines re: distributing Political/Religious materials in the Free Area of stations without authorization? - ANSWERS- Free areas are designated Public Forums - They're open to the Public for Free speech - It is required for them to have a letter of Authorization by - Bart's Communication Department, but it's not legally necessary. Anytime you use ticket to enter form the Free area: - ANSWERSInsert your ticket on the left hand side and Enter on the left Anytime you use a ticket to exit from the Paid area: - ANSWERSInsert ticket on the right hand side Exit on the left hand side. How do you handle a dispute with a customer and cannot agreeably resolve the situation? - ANSWERS- Call BPS - ???