Office of the Chief Executive

On Wednesday, I had the opportunity to join Mayor Olivia Chow, Toronto Police Chief Myron Demkiw, and Councillors Chris Moise and Alejandra Bravo at a press conference to announce an important new pilot initiative: the integration of Toronto Community Crisis Service (TCCS) workers on our subway platforms.

Together, we underscored the value of a comprehensive, 360-degree approach to safety – one that brings together TTC uniformed staff, Special Constables, Revenue Protection Officers, contract security personnel (ASP), Streets to Homes outreach teams, multidisciplinary caseworkers, and now crisis workers. This collaborative model ensures that riders and employees are supported by a diverse network of professionals working side by side to foster a safer, more inclusive transit environment.

Beginning in November, this pilot will focus on Line 1’s ‘U” with TCCS workers stationed 24/7 at Spadina, Union, and Bloor-Yonge stations. These crisis teams will respond in real time to incidents, provide visible and compassionate support, and help prevent situations from escalating. By embedding workers on some of our busiest platforms, we are testing new ways to strengthen public confidence, enhance safety, and build trust in transit. More details will be shared in the weeks ahead as we prepare for launch.

As I shared in my first message, safety must always be our North Star. It is the foundation of public trust and the most important promise we make – to our customers, to one another, and to the city we serve. This pilot builds directly on that commitment, demonstrating to riders and employees alike that the TTC is taking action on safety in visible, practical, and meaningful ways.

I also want to acknowledge the significance of June’s Employee Engagement Survey, which was conducted just prior to my appointment as CEO. The preliminary findings are already offering valuable insights into your experiences and perspectives, and Ipsos will deliver the final report later this fall. The early findings reveal both strengths and opportunities: while 78 per cent of you said you are proud to work here, many also indicated that we must do more to build trust in leadership, increase transparency, and create a culture where people feel comfortable speaking up.

These results matter. They provide a roadmap for how we improve together – by listening, acting with accountability, and making safety, respect, and inclusion the lived reality of our workplace. Over the coming months, we’ll host information sessions, gather input, and co-create next steps so that your voice remains at the centre of our action planning.

I want to thank everyone who helped make last Saturday’s United Way open house at Greenwood Shop a success. Nearly 2,000 people attended, and the energy, pride, and teamwork on display showed the very best of our organization. I was pleased to see our Talent Management staff there, who used the event to highlight career opportunities at the TTC as well as other departments and partners engaging with the public.

Finally, on Tuesday, a tragic incident occurred at Broadview Station, resulting in the loss of a life. Throughout this difficult and emotionally challenging situation, TTC staff demonstrated professionalism, compassion, and resilience under very challenging circumstances. Their swift response helped ensure customer safety and continuity of service during a complex recovery effort.

Subway service was suspended between St George and Woodbine stations at the busiest time of the morning, with 88 shuttle buses deployed to support customers. GO Transit protocol was activated at Dundas West and Main Street stations. Customers were kept informed through station and train announcements, information screens, e-mail alerts, social media, and our website.

Thank you to all staff who acted quickly and compassionately to support our customers and each other during this difficult morning. Your dedication is deeply appreciated.

With gratitude and resolve,

Mandeep S. Lali
​Chief Executive Officer
​September 26, 2025