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EFFECTIVE 01/01/2023
Purpose
This updated policy seeks to ensure safe and excellent service by centering the employee experience
and acknowledging that frontline employees need active support and backup to provide consistently
good service in this modern climate. This update was made because TriMet will only achieve
consistently excellent customer service by supporting and building frontline employees.

Continued from Interim Policy

Pass-up Guidance – Intent to board language
Finding Definitions – Monitoring, Actionable, Unsubstantiated
Individual Event Basis – Events generally separated by distance and time
Conditions for Continued Employment – Generally specific and have a defined retention period.

Major Changes

• This policy trusts that employees are handling the day-to-day challenges of their work with
excellence and seeks to intervene only when an employee’s record of performance indicates that
intervention is needed.
• A faster, more_streamlined and predictable proce_ss !h~t empha~zes ta_r:_geted !~a~n~g ~vE:!r
punishment.
• Mistakes do happen. This policy is designed to ensure that a mistake does not define an employee.
Past infractions do not count towards progressive discipline after a designated review period.

New Violation Categories

Generally, violations will fall into one of the five below categories. These, in general will be treated
independent of one another for the purposes of discipline progression.

Safety- Examples include pedestrian/cyclist safety, traffic control devices, road-rage etc. Note, Safety
violations are generally considered “moderate” violations for the purposes of this policy.
Customer Service – Examples include inappropriate or unprofessional interactions, offering securement,
refusal to kneel the bus, fare enforcement etc. Don’t get into conflict over the fare. Follow your SOP.
Service Delivery- Examples include pass ups, on-time performance, early/late departures, transit mall
procedures etc.
Driving Behavior- Examples include minor driving violations such as merging and lane changes,
appropriate use of signals, and minor distracted driving violations such as eating/drinking while in
motion.
Employee Conduct – This category is reserved for the most egregious violations including
insubordination, dishonesty, reckless endangerment, and gross negligence etc. Violations of this type
will typically result in no less than an unpaid suspension.