Public Safety Program
Dedicated to Transit Safety
Report Concerns
For emergencies, call/text 911
We all play a role in keeping transit safe.
Part of creating a modern approach to public safety is rethinking the roles and responsibilities of its team members.
To provide an appropriate and effective response to the safety needs on transit, our Public Safety Program is composed of three teams that work together.
Public Safety Ambassador
Community Intervention Specialist
Transit Police
What is the GO Line
Calling the GO Line is the fastest way to chat with our customer support team.
When to Contact the GO Line
- Report a safety concern or suspicious behavior
- Report a non-emergency onboard CapMetro or at the stop/station
- When you need any other help
What Happens After You Report a Concern
Our dispatchers evaluate the report and deploy the appropriate resource. For non-violent disruptions, policy violations, or general assistance, trained Public Safety Ambassadors on the ground or mobile units will check vehicles, stops or stations. If the situation involves individuals needing social support (such as housing, food, or medical resources), on-staff social workers step in to provide specialized assistance. For serious or dangerous criminal incidents, CapMetro dispatches our Transit Police Officers or the Austin Police Department.
For driver behavior or non-urgent safety feedback, we log and review the vehicle number, time and route details internally to take corrective or disciplinary action.
How to use the GO Line
Call the GO Line at 512-474-1200 to report suspicious activity. For emergencies, call 9-1-1.
Be ready to share:
- Your route number
- The stop ID or nearest intersection
- The 4-digit vehicle number (found inside and outside the vehicle)
You may remain anonymous.
Our Safety Approach
As the Central Texas transit system continues to grow, CapMetro faces challenges to ensuring public safety such as:
- Availability and flexibility of staff
- Service area across multiple jurisdictions
- Rapid ridership growth
- Special event management (larger events, held more often)
How does the approach address the growing challenges?
Our three-team approach for public safety is making rides safer for everyone. Our approach strategically uses resources, ensuring that riders feel safe and get the precise help they need, when they need it. This is how our teams work together:
Public Safety Ambassadors: These front-line customer service ambassadors are our eyes and ears on the ground. They ride CapMetro services and are trained to respond to immediate safety concerns, provide directions and connect riders with appropriate resources.
Community Intervention Specialists: When more comprehensive assistance is needed, our Community Intervention Specialists step in. These on-staff social workers are equipped to connect individuals to essential resources, such as housing, food or healthcare, ensuring a supportive and responsive approach to each unique situation.
Transit Police Officers: For those rare moments when law enforcement is necessary, our dispatchers are on standby to call a dedicated police team. Our Transit Police team is trained specifically for our transit environment, ensuring focused and effective responses.
To enhance safety across our growing system, CapMetro is implementing several key measures and tools:
Enhanced Surveillance: We are increasing the number of security cameras and upgrading safety infrastructure on vehicles and at facilities. This aids in the quicker identification and resolution of issues.
Swift Response: We are committed to reducing response times where possible for both staff and customer concerns, ensuring swift and effective action when needed.
Comprehensive Coverage: Our safety measures extend throughout the area that CapMetro serves, ensuring consistent protection across our facilities and our vehicles.
Direct Support: We are able to provide direct support for our staff through training and policies, allowing us to adapt and implement the most effective safety strategies.
These measures create a Public Safety program that is the right size for today's system and able to support the growth of our region, the services we're planning for tomorrow and the ridership that will come as a result of our Project Connect expansion program.
See something? Say something. Report suspicious activity by calling the GO Line at 512-474-1200
or dial 9-1-1 for emergencies.
Provide the route you’re riding, Stop ID number where you’re waiting or a street intersection. If applicable, provide the 4-digit vehicle number, located inside and outside every CapMetro vehicle. You can do this anonymously.
Code of Conduct
CapMetro's Code of Conduct extends across all vehicle types as well as our stops and transit hubs. Before you ride, please read these rules and expectations.
Public Safety Advisory Committee
A 10-member community group that provides input and recommendations to help guide and develop CapMetro's public safety program.