Emergency evacuation procedures

Keeping all customers safe is our top priority. OC Transpo personnel and emergency personnel are trained and equipped to handle all types of emergencies. Situational conditions and the individual customer needs are considered when determining the best strategy for each unique circumstance.

Wherever possible, OC Transpo staff will assist customers to safely clear from the bus, train, or station the same way they do under normal circumstances. 

When transferring from a bus, train or station, be prepared to do the following:

• Follow the directions provided by OC Transpo personnel or emergency personnel.
• Pay attention to audible and visual announcements.
• Stay calm and when leaving, proceed with caution through the doors and exits of the bus, train, or station, as directed by OC Transpo personnel or emergency personnel.
• Leave large or bulky items and parcels behind when clearing from immediate danger.
• Where space is limited, proceed in a single file.
• Your individual safety is a priority; when safe to do so, you may be asked to assist fellow customers who require additional support.
• Whenever possible, use designated walkways or sidewalks.
• Go directly to the safe location, as indicated by OC Transpo personnel or emergency personnel.
• Stay clear of the bus, train or station and await further instructions.
• Watch for traffic and any other identified hazards.

OC Transpo ensures customers with disabilities can evacuate as quickly, easily and safely as possible. Those who are unable to leave the vehicle independently will be engaged directly by OC Transpo staff or emergency personnel.

All OC Transpo and City of Ottawa emergency personnel receive Accessibility for Ontarians with Disabilities Act (AODA) training on communicating and interacting with persons with disabilities. and on proper emergency response procedures.

Additionally, the following are standard procedures you can expect to follow if a situation arises that requires transferring from an OC Transpo bus, train, or transit station.

Bus

Before transfer

• If it has been determined that transferring from the bus is necessary, the Operator will pull the bus over and stop in a safe location, and activate their hazard lights.
• The Operator will communicate the safest and quickest way for customers to exit the bus.
• They will also identify a safe location for customers to wait once they exit the bus. 

During transfer

• The Operator will deploy the ramp to help customers with disabilities exit.
• If the ramp cannot be deployed or a customer requires additional assistance, the Operator will work with the customer to determine the best way to transfer them to a safe location. . On conventional buses, the operator may request assistance from other customers if it is safe to do so.
• The Operator will report the situation to the appropriate transit staff and emergency personnel and will advise them of customers who require further assistance.
• Seat belt cutters may be used to release the stability belts, if necessary.

After transfer

• If a customer is separated from their mobility device or service animal due to the nature of the emergency, arrangements will be made to return the device or animal to the customer as soon as possible.

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O-Train

Before Transfer

• The decision to transfer customers and staff from the O-Train will only be made after all other methods of addressing safety concerns or transportation options have been considered. 
• If there is an issue while aboard the O-Train, if possible, the train will move to the nearest station so customers can exit. If this is not possible, customers will be transferred to another train and will be taken to the nearest station. 
• The Operator will communicate the safest and quickest way to exit the train directly with customers.
• OC Transpo staff and / or emergency response personnel will be dispatched to the affected train to provide support and communications to affected customers. 
• The Operator performs a sweep of the train. If any customers need assistance to transfer from the train, the Operator must contact the Transit Operations Control Centre to arrange for Ottawa Fire Services (OFS) to provide assistance

During Transfer

• If a train-to-train or train-to-station transfer is not possible and immediate evacuation is required, OC Transpo and emergency personnel will help customers disembark onto the guideway.
• Once on the guideway, OC Transpo staff and/or emergency response personnel will be present and will assist customers by providing instructions and directions on next steps.
• The Operator will advise appropriate transit and emergency services personnel about customers who require further assistance.
• OC Transpo staff and emergency services personnel are trained and prepared to safely support customers with disabilities and those using mobility devices, regardless of the device type.

After Transfer

• If a customer is separated from their mobility device or service animal due to the nature of the emergency, arrangements will be made to return the device or animal to the customer as soon as possible.

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Transit Station

Before Transfer

• OC Transpo will communicate with customers through audio and visual announcements. Service alerts are posted on platform information screens and announcements are made through the public-address system

During Transfer

• OC Transpo and emergency personnel will help customers safely exit transit stations during emergency situations.
• In cases of immediate danger, OC Transpo may request assistance from other customers if it is safe to do so. 
• Appropriate transit and emergency services personnel will work with customers with disabilities to determine the best way to leave the station.
• Customers may be guided to the stairs, escalators, or elevators, depending on their abilities and the nature of the emergency.
• Customers unable to self-evacuate will be guided to the Transecure area in the station, if it is safe to do so. These customers will be provided with further direction and assistance by OC Transpo and emergency personnel.

After Transfer

• If a customer is separated from their mobility device or service animal due to the nature of the emergency, arrangements will be made to return the device or animal to the customer as soon as possible.

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