Toronto

TTC supervisor Richard Lee has put the spotlight on the trials of those who make Toronto’s transit system work.

His new 180-page book, Get Onboard — Walk in the Shoes of a Transit Operator, paints a picture of what transit operators go through on a daily basis.

Whether in the tunnels, on the rails or on the road, the TTC has carried nearly 28 billion riders since its inception.

In more innocent days in 1921, horse-drawn stagecoaches would shuttle passengers along Yonge St., from St. Lawrence Market to Yorkville.

Today, there are frequent queues of frustrated riders waiting to board transit vehicles during peak hours, a situation operators deal with morning and night.

“The book is described from the point of view of a TTC operator and is filled with real-life stories from the TTC operators that haven’t been heard by the majority of the public,” Lee said.

He spent two months talking to co-workers to fill the pages.

“For so long the media and social media has been filled with stories of TTC operators, but they haven’t be able to share their experience and stories to the public until now,” he said. “For so long, opinions of the TTC and the TTC operators have been marred, but because of this book, the public now can see the sacrifices TTC operators make daily.

“I was inspired to write the book because there is so much good stuff people don’t know.”

TTC drivers have had their fair share of unflattering press for bad behaviour, including running red lights, sleeping on the job, smoking on transit property — a TTC bylaw infraction — or applying makeup, texting or reading newspapers behind the wheel.

There is also a $4-million health benefits billing fraud scam involving the TTC which is now under investigation.

TTC brass say it’s high time the voices of the rank and file were heard.

“The TTC proudly supports Richard and the effort he has made to tell the story of TTC operators — the men and women we all interact with when taking the TTC, each of whom is committed to serving the public in what is an incredibly important and demanding job,” TTC spokesman Brad Ross said.

“It’s a wonderful nod to those who don the TTC uniform every day to get us to where we need to go.”

TTC chairman Josh Colle insisted that the transit agency’s employees are not looking for sympathy.

“Richard Lee’s book describing life as a TTC operator reveals the often misunderstood difficulty of the job of carrying millions of passengers in this city. As TTC chair, I fully support him telling his story so we can all better understand what our operators face daily,” Colle said.

TTC statistics show that on average, one employee is assaulted every day. Drivers are punched, slapped, threatened and spat upon.

“The men and women who are assaulted and threatened are simply doing their jobs. The TTC’s court advocate program works closely with the courts to see those arrested and convicted of assault and threatening death receive the harshest sentences possible,” Ross said.

He added that it is heartening 4,735 TTC employees last year received commendations from customers for service excellence.

The book also shares moments when passengers were at their best.

When Lee was a rookie bus driver on a new route, he became disoriented and pulled over to find directions. After a time, passengers started to become disgruntled.

“I felt sweat forming on my brow. I felt a tap on my shoulder and there was a lady with a smile on her face. She told me she would help by showing me where to turn. I was so grateful and humbled by her willingness to help. She made a lasting impression on my life,” Lee said.

His book shows the “humanity and inhumanity” on Toronto’s transit system, said Shelly Dilman, a retired TTC chief supervisor.

“(It shows) the impact on the lives of the operators and the people they serve in a large metropolitan city,” she said.

HEROISM AND TRAGEDY ON THE JOB

Unlike most workers, TTC operators can face heroism or tragedy on the job.

Incidents often aren’t reported in the media, so TTC supervisor Robert Lee decided to share their stories in a book.

Front-line transit operators have risked their lives to save others — and in some cases, have witnessed deaths.

Many have received police and community awards of merit, like the bus driver who stopped her vehicle on the Leaside Bridge in 2010 and successfully talked a potential jumper out of committing suicide.

Also in 2010, a husband and wife who both work as subway drivers encountered jumpers who committed suicide.

In the male subway driver’s case, he reported having eye contact with the jumper and said he has been permanently traumatized by the event.

“My heart goes out to that couple,” Lee said. “People don’t know what we go through and things can be out of our control.”

Lee shares some of his colleagues’ experiences in his book.

A bus driver on stress:

“TTC operators face so much more stuff on the road than the average driver ever faces. Cyclists who don’t obey the rules of the road, pedestrians who cross the street illegally (to catch the bus) and motorists who drive aggressively and try to overtake buses, streetcars and other cars. Once, when I was operating the TTC vehicle, I saw in the mirror a cyclist holding onto the vehicle with one hand. My heart raced because what if he fell off of his bike and got mowed over by the vehicle?”

A bus driver on abuse:

“It does affect you when you hear such vulgar language over and over again. I started to change who I was, and I developed a hard heart towards the public. Over time, I turned into someone who I didn’t even recognize. For years, I lived with this mindset until I realized that having a hard-hearted approach towards people was not doing anyone any good, particularly me. This job can change you if you let it, and I have seen plenty of operators who have fallen into such a trap.”

A streetcar driver on assault:

“I was carrying extra passenger loads in the middle of rush hour. I came to a stop where a man entered the bus fuming because he had to wait a little longer than usual for the bus. I was trying my best to accommodate the passengers but there was only so much I could do. Anyway, the man started to curse at me and without any warning, threw his coffee at me. What went through my mind was the fact that I questioned if this job was worth being treated like this.”

kevin.connor@sunmedia.ca