Need assistance in the subway? Don’t count on the MTA’s “Help Points” subway intercom system to be useful, a report released Tuesday found.
More than 1,000 emergency calls made through the agency’s Help Points system went unanswered last year, according to the MTA’s inspector general’s office report about the system published on Nov. 26.
In addition, the report found that a “significant number” of emergency calls experienced lengthy delays before being answered by NYC Transit employees.
The report shows that riders whose emergency calls were, in fact, answered were calling to report matters such as an injured passenger, a customer being threatened or harassed, or an unauthorized person on the tracks.
“The Help Point system is important for public safety, and an immediate response to genuine emergency calls is crucial,” said Daniel Cort, the MTA’s inspector general. “This system is in need of significant improvements, and I appreciate NYC Transit’s cooperation with our audit and acceptance of our recommendations.”
The Help Points system, launched in 2018 at a cost of about $252.7 million, features a network of more than 3,000 intercoms across all 472 subway stations. The public can press a button to request information or report an emergency.
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The inspector general’s report covered all Help Points calls made from May to October 2023. Of the 140,698 total calls, about 28% were from customers in need of assistance.
Another 22% were calls made by agency personnel testing the system, and the remaining 50% were deemed “mischief.”
Riders use the Help Points intercom by pressing a red button on the kiosks to report an emergency or a green button to ask for information. The report found that NYC Transit employees did not prioritize emergency calls over information calls, although an MTA spokesperson said emergency calls are immediately transmitted over a shared communication line with police so that the message is relayed in real-time.
Cort identified several causes for unanswered calls and delays in answering calls — including a technical glitch, lack of policies and procedures and staffing level fluctuations.
In the report, the inspector general recommends reprogramming Help Point to prioritize emergency calls in emergency situations.
“If that is not feasible, develop a means to prioritize emergency calls over information calls by using the hold feature, and train the call center operators accordingly,” the report states.
According to the inspector general, NYC Transit agreed to the emergency response recommendation and other recommendations to reduce the volume of unnecessary calls and improve call center operations and oversight.
Reached for comment, MTA spokesperson Meghan Keegan sent this statement to amNewYork Metro:
“Our top priority is always ensuring customer and employee safety. Working with the NYPD as they surged hundreds of officers into the subway system has reduced crime levels this year compared to last year and before the pandemic. Help Points supplement police presence and the 911 system that’s accessible to anyone with a phone. We’ve closely reviewed the Inspector General’s recommendations concerning Help Points and are evaluating ways to improve their effectiveness.”
Lisa Daglian, executive director of the MTA’s Permanent Citizens Advisory Committee, said it is important for straphangers to be “confident” in Help Points.
“While it’s unfortunate that so many of the calls made are considered ‘mischief’ and take away from riders in need of real assistance, the fact that the inspector general’s office has offered concrete recommendations that transit has accepted is a good step to rectifying issues with the Help Point system,” she said. “Riders need to know that they can contact someone when they need help, whether an emergency or for information, and being confident in the Help Point system will help increase their feelings of safety in the system.”
Meanwhile, as of mid-2024, a capital project estimated at $79.2 million is currently underway to upgrade communication systems, including Help Points, and is planned to be completed by the end of the year, the inspector general said.
