Inside The TTC: Meet Ryan, Provincial Offences Officer

“As a third-generation TTC employee, the Toronto Transit Commission has been a part of my life for as long as I can remember,” recalls Ryan. 

His earliest memories on the system date back to age five when he rode the subway to a wrestling event at Maple Leaf Gardens (now the Mattamy Athletic Centre.)

“I was attracted to the opportunity to work directly with the public and different members of the community while helping maintain a safe and welcoming transit system.”

Today, Ryan is part of the team that helps customers navigate the transit system safely while promoting fare compliance. He interacts with customers to explain TTC rules, answer questions, and resolve issues as they arise.  

 

What does a typical day look like for you? Is there such a thing as a typical day?

The days are long but go by quickly. I’m up at 4:15 a.m. when my alarm goes off and arrive at work for 6 a.m. I am then briefed by my supervisor and find out what streetcar route and subway lines I will be working on, as well as where my lunch location will be.

Once the briefing is complete, I grab all my gear – radio, handheld point-of-sale device, body worn camera, printer, work phone, memo book, and body worn vest – and head out to conduct proof-of-payment inspections while also interacting with the public and customers.

Lunch will usually be at 1 p.m. and afterwards, I continue my assigned duties until I return to the office at 5:30 p.m. to finish paperwork and return my gear. The shift ends at 6 p.m. and I arrive home by 7:30 p.m.

I was attracted to the opportunity to work directly with the public and different members of the community while helping maintain a safe and welcoming transit system.

What experience, education or training helped prepare you to be a Provincial Offences Officer?

My previous experience in security and working with the public taught me how to communicate effectively with people and customers from different backgrounds.

My training has helped me understand TTC policies and procedures, how to remain professional under pressure and to handle difficult situations calmly and respectfully while exercising good judgment.

What’s the biggest misconception about being a Provincial Offences Officer?

The biggest misconception is that our job is to simply issue tickets. Enforcement is just one part of the role. A large part of the job involves educating customers, answering questions, helping people on the transit system and preventing situations from escalating.

My goal isn’t to give a ticket whenever I can. It’s to encourage compliance within the transit system using good judgment and taking enforcement action when necessary and appropriate.

How does the work you do impact TTC customers?

The work I do has a direct impact on customers. Enforcing transit rules fairly and consistently helps create a safe, respectful and accessible system for everyone.

Customer service is also an important part of my role – answering questions, educating customers, and explaining the reasons behind the rules.

What do you enjoy most about being a Provincial Offences Officer?

I enjoy interacting with people from different communities every day and knowing the work I do makes a difference. I like helping customers, answering questions and educating the public about the transit system.

Most importantly, I take pride in being professional and approachable.

Do you have a favourite memory or moment from the job?

Whenever there is a large event going on like Toronto Caribbean Carnival , The Canadian National Exhibition, Pride – I love being a part of it. Meeting new people and putting smiles on their faces while keeping the system safe and running smoothly is always a great memory.

What’s one helpful tip you’d share with customers to make their trip easier?

Plan your route before you leave and allow a little extra time. If you need help, don’t hesitate to ask a TTC employee. We’re happy to help you and point you in the right direction to make your trip easier.