A volunteer service on the Taipei Metro was initially formed by company staff at the end of 1995 and quickly grew to include family members, charity groups and public-minded citizens. Even before the Muzha Line was completed, this service was organizing station clean-up campaigns, planting to beautify the environment and providing free system guidance and orientation services, as well as ridding Metro facilities of illegal posters, leaflets and the like.
Once the Muzha Line was up and running, the volunteers’ main areas of activity began to take shape, in the form of services to travelers – information, ticketing assistance, boarding and exiting trains, elevator and escalator assistance – as well as crowd direction and dispersal services in the event of an emergency.
In addition, volunteers initiated an extra security service for night-time travelers on the Danshui Line and increased security at ATM machines, ticket machines and automatic banks in stations. In 1998, in cooperation with Rotary International, the precursor of the current Metro Volunteer Night Patrol was launched on the Danshui Line in the form of a regular nighttime patrol service. On 16 December, 2000, the TRTC formally founded the Taipei Metro Volunteer Brigade in order to further the organization and autonomy of the Metro’s volunteer services and in the anticipation that these services would continue to grow and thrive. By thus integrating the strengths of various social groups and taking advantage of the enthusiasm of volunteer resources, we aim to contribute as we can to society and enhance the overall quality of our services to the public.
Our Principles of Service Service is fundamental to the transportation industry, and with the Taipei Metro able to boast of a safe, clean, comfortable, swift and punctual service, our Volunteer Brigade is honored to provide selfless and dedicated support with a range of passenger services. Drawing on our intimate knowledge of the Metro, we help travelers with abundant information and provide assistance and escort services both in stations and on the trains, while working hand in hand with Metro employees to ensure a superior level of service throughout the system.
(III) The Rules We Serve by . . .
1. We aim to promote a selfless spirit of service, contribution, perseverance and active participation. 2. We neither exaggerate our contribution nor exceed our authority. 3. We do not seek personal gain while serving the public. 4. When on-duty we dress neatly, carry the required equipment and maintain a dignified deportment. 5. We report to station staff when taking up or completing duty shifts, and abide by the relevant rules. 6. When off-duty, we do not misuse our official ID, nor lend it to others. 7. Duty times and locations are prioritized according to the operational needs of the Metro. 8. We pledge familiarity with the Metro network and the rules pertaining to the various types of ticket. We diligently enforce these rules. 9. Should station personnel question a volunteer for any reason, we discuss the issue amicably and, in the event of dispute, refer to a Brigade superior without involving the public. 10. We attend Brigade meetings and join in organized events in a spirit of goodwill and enthusiasm.
(IV) Service Hours
Station Services: From 7 a.m. through 10 p.m., one work unit is two hours. Event Services: Duty times will be adjusted to suit the nature of the event being organized.
(V) Description of Duties
1). Regular Service at Designated Station Locations: We assist passengers to purchase tickets, negotiate doorways and board or exit trains, and assist in crowd management and emergency response as necessary. 2). Group Information Service: We provide Metro information service to visiting groups. 3). Team Services: Volunteers maintain contact and coordination among the various teams. 4). Passenger Service Center: Volunteers provide Metro information to travelers. 5). Support to Public Campaigns: Volunteers help carry out such public-interest campaigns as have applied for assistance.
(VI) Qualifications and Recruitment
1) Qualifications a. Candidate volunteers should be above 18 years of age, in good health and of good moral character. Volunteers are expected to have the attitudes and abilities proper to selflessly serving the public. b. Volunteers are expected to apply of their own free will and to be willing to provide regular, long-term service without remuneration.
2) Recruitment Procedures Submission of application form → Interview → Acceptance → 3 days training → Temporary ID Card and vest issued → 3 months of on-site trial service → Qualified → Formal ‘Volunteer ID’ issued. Persons failing to qualify should report to their manager and return their temporary ID Card and vest.
(VII) Activities, Training and Meetings
1. AGM: A general meeting for all volunteers is held once per year. 2. Preliminary Training: This includes an introduction to the Taipei Rapid Transit System, practical training in the use of Metro safety equipment, simple first aid, and emergency escape procedures, as well as an overview of the Brigade’s organization, our principles of service, public role, and on-the-job duties and ethics. 3. In-service Training: Lectures and training sessions are regularly arranged, while new volunteers are guided through their duties by senior members of the Brigade. 4. Meetings of manager, etc. are held every 2 months. 5. Meetings to plan and discuss Brigade programs and activities are arranged as needed both prior to and after a particular event.
(VIII) Future Prospects
“Once one has learned to care, it is hard to stop helping others.” We hope that all members of the Volunteer Brigade adopt ideals of service and strengthen their commitment to serving the public. We aim constantly to expand the scope and enhance the quality of service so that, together, we can make the Volunteer Brigade a model of commitment and success through the conception of voluntary effort. (See the training materials of the Taipei Voluntary Services Society.)
Taipei Metro Volunteer Brigade
Recruitment:
886-2-25363001 ext. 8544, 8545
Address: HR Division, 2nd Fl., #7, Lane 48, Sec. 2, Zhongshan N. Rd., 10448, Taipei City, Taiwan
