Transit employees rise to snowy challenge

Seventeen inches of snow with gusting winds can challenge transit employees and customers alike. But a storm can also bring out the best in people.

When March “roared in like a lion” on Thursday and Friday, Metropolitan Council employees met the challenge. Bus and rail operators, customer service representatives, and Metro Mobility staff made sure customers got where they needed to be.

“I don't know if Metro Transit has ever been able to keep our customers so well informed on the status of service,” said Brian Lamb, general manager of Metro Transit. “It is astounding that we were able to maintain such a high on-time performance. We are indebted to the excellent work from all parts of bus and rail operations. “

The Transit Information Center handled 5,464 calls March 1, compared with an average Thursday call rate of 3,644. The automated Transit Line handled 10,665 calls, compared with an average of 7,386. Metro Transit's trip planner was used 19,341 times, compared with an average of 11,902.

Metro Transit staff rose to the challenge presented by heavy snowfall Thursday, estimated at 12-20 inches across the metro. Here, a bus moves up deserted White Bear Avenue at about 7 p.m.

Transit spokesperson Bob Gibbons also was very busy. He started work Thursday and Friday with 5 a.m. media calls — providing 21 interviews through Friday morning, and supplying up-to-the hour statistics about Metro Transit performance. “The best was 91 percent on time,” he said, “the worst was 48 percent.”

By 6 p.m. Thursday, there had been just 14 bus accidents among the 676 buses running 113 routes over the course of the day. For buses that were delayed, the median wait time was 10 minutes. Thursday trains operated nearly on time; on Friday morning, just one train was out of operation — from mechanical problems unrelated to the storm. Some Metro Transit employees teamed up with members of the public to keep service moving:

An off-duty employee volunteer and neighborhood residents pitched in to shovel and direct traffic until a bus could pull out and resume service.
A driver and riders teamed up to help a hospital employee whose car got stuck on the way home... “I start to panic — I’m blocking their path and can’t get out of the way, no matter what I do! The bus slows to a halt; the driver and several passengers hop out and push my car up the hill with smiles on their faces... thank you for your kindness and amazing service!”

Customers praised transit employees for making the storm a little more bearable:

“I want to commend (your) service this morning,” said one rider. “My bus was on time and the driver did an excellent job... the driver was polite and careful.”
“As a new rider, I was a little fearful of getting lost or stranded far from home, said one customer. “I was pleased to (quickly) reach a service agent... (and) get detailed information to help me reach my destination with ease.”
Another rider reported a “very, very kind and sweet driver,” who “stopped the bus, got off and came and helped me over the snowbank.”

Travel conditions could have been far worse if it had not been for snow plowing crews from the Minnesota Department of Transportation, the cities and counties, who also put in long hours during the storm.

The snow also affected the Council’s Environmental Services (ES) staff, but not nearly as much. Wastewater treatment and laboratory staff kept the sewer treatment and distribution system operating and in compliance with regulations. Shift employees made it in to work, avoiding double shifts for their peers.

“Aside from plowing and dealing with snow, it was relatively quiet,” said ES Supervisor Jim Wawra. Standard snow operations included plowing to provide operating access to nearly 300 lift or meter stations — many located in areas that aren’t easily accessible. “We maintained smooth operations,” Wawra said, “because we’ve done a good job of preparing.”