Inside The TTC: Meet Special Constables James and Marvin

In our new three-part “Inside The TTC” video series, we’re introducing some of the employees that customers may meet during their journey and taking a closer look at what they do, how they help and the people behind the uniforms.

First up are Special Constables James and Marvin. TTC Special Constables help keep customers and employees safe across the transit system by responding to incidents, assisting customers and working alongside other TTC teams and emergency services when needed.

Watch the video to spend some time on the job with James and Marvin, then get to know them a little better below – from what brought them to the TTC, common misconceptions about their role and some of the moments that have stayed with them.

Meet: James and Marvin, Special Constables, Community Engagement Unit, Special Constable Services

Years at the TTC: James - 7 Years, Marvin - 11 years

What is your earliest memory of the TTC?

James: My family immigrated to Canada from Ireland when I was four years old. My uncle worked for the TTC and my earliest memory was seeing him drive a TTC bus in Scarborough. 

Marvin: My earliest memory of the TTC was Line 3 – the Scarborough Line, right? I remember my uncle taking me on the line – starting at Scarborough Town Centre, getting off at Kennedy and then going to The Ex. Every time I think about or hear The Ex, it brings me back to when I was a kid and I used to travel on Line 3. 

As a Special Constable, what does your job entail?

James: As a TTC Special Constable, we are responsible for supporting the safety and security of customers and staff members across the system. As Community Engagement Officers, we proactively connect with various stakeholders across Toronto, deliver transit safety presentations and participate in various events alongside Toronto Police neighbourhood officers. 

Marvin: It's a broad role and we wear many hats. We’re here to protect and support our customers, employees, and TTC property. No matter the situation, we lead with empathy. Whether someone needs directions, is lost, or is breaking a bylaw, we have to understand the situation and determine the right way to respond. If I had to describe the role in one word, it would be empathy.

What attracted you to this role? 

James: I always wanted a career that involved helping others and making a positive impact in the community that was beyond traditional enforcement. 

Marvin: I started as a Bus Operator and was in that role for seven years, interacting with customers every day. I wanted to continue growing within the TTC, and becoming a Special Constable felt like a natural progression – it allowed me to build on that customer-facing experience while keeping people safe. 

What does a typical day look like for you?

James: The great thing about being a TTC Special Constable is we do not have a “typical day.” For me, within the Community Engagement Unit, our day is made up of conducting patrols throughout the system with our community partners, school presentations and participating in community events with Toronto Police Services neighbourhood officers. 

Marvin: We start the day with what we call a parade, where we speak with managers and supervisors about what stations need to be covered for the day. During rush hours, we may be assigned to a peak post – that’s a particularly busy station where we’re on the platform, checking entrances, greeting customers and responding to anything that comes up. We take calls from the radio with Transit Control, including any reports that come through the SafeTTC App. 

We work 12-hour shifts that rotate between mornings, afternoons and overnights so that there’s 24-hour coverage. Public safety is the top priority. 

What would surprise customers about being a Special Constable?

James: I think it would surprise customers to know how involved we are within the community. There is a common misconception that every time they see a Special Constable something negative may be happening. That’s why the proactive community events our unit hosts or participates in are so important. We want the appearance of a Special Constable to reduce anxiety and make customers feel safe. We want customers to view the appearance of our officers as approachable. 

Marvin: Oftentimes when people see us, they think “Oh, what's going on? What's happening?” But we’re here to show customers that we care and take the job seriously. Any time I get a chance to speak with people, I reassure them that, “Hey, nothing's happening right now. We're just here to say hi, what's going on? Talk to us.” We're people behind the uniform as well.

What do you enjoy most about being a Special Constable?

James: I enjoy being able to help people when they need it, whether that’s responding to an incident, assisting someone who may be vulnerable or in distress, or simply being a visible and approachable presence in the transit system. I enjoy having the opportunity to make a difference in people’s lives every day.

Marvin: Interacting with the public. This is Canada's largest transit system and I'm a part of a team that is going in day in and day out, trying to keep customers safe. I love that no two days are ever the same. Something is always happening. 

Is there a moment or situation from the job that stands out?

Marvin: One day, I was at Bloor-Yonge Station during rush hour and noticed an elderly gentleman who seemed like something was off. We talked with him and he said he was on his way to a doctor's appointment, but it was 7 p.m. He gave us his name, and we discovered he was actually a missing person. He was about 94 or 95 years old. 

We contacted Toronto Police and were able to find out where he lived. We gave the gentleman a courtesy ride to his retirement home, and they were so appreciative that we had been attentive and we were able to get him home safely. 

I remember thinking that hopefully I'm blessed enough to live to 95 and if I am, I hope somebody is out there treating me the same way – being attentive, doing their job and trying to make my experience with the TTC a positive one.

That’s something that I want to hold on to about being a Special Constable: being able to help somebody who may not even realize they need help, just by being attentive and leading with empathy. 

One helpful tip you’d share with customers to make their trip easier?

James: The tips we provide for customers while at community events are generally based on safety. We encourage customers to plan before travelling, be familiar with their routes, and what stations they may travel through. We also encourage customers that travel alone to stand in the Designated Waiting Areas (DWAs) so that they can be monitored by CCTV and have access to the Emergency Intercom. 

Marvin: The SafeTTC app is such a unique tool because there’s a Special Constable monitoring it 24/7. When you submit a report, you’re communicating in real time with a Special Constable who can help dispatch the appropriate response – whether that's emergency services, Special Constables or a supervisor. 

If something's happening, we want to know about it right away. I wish more people would use the SafeTTC app because I feel like safety on transit is a shared responsibility. 

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Stay tuned for the next "Inside The TTC" feature, where we'll introduce more of the employees customers may meet on their journey and learn more about the work they do.