Employee Cell Phone Use

[JayPea]

I am one of about five people left in the US that neither has a cell phone nor any desire to have one. Used in the wrong way, I think they are the most annoying thing ever invented. That said, I don't see the problem with Amtrak staff using them while off-duty on on break. If they are serving passengers, however, shut the thing off. The passengers come first.

 

[rrdude]

I am one of about five people left in the US that neither has a cell phone nor any desire to have one. Used in the wrong way, I think they are the most annoying thing ever invented. That said, I don't see the problem with Amtrak staff using them while off-duty on on break. If they are serving passengers, however, shut the thing off. The passengers come first.

Therein lies the problem, many employees DON'T know when the "proper" time to use them is. And the logic of using them while on paid break? Why not have beer or two while on break too, after all, it's "their time"?

Off duty, no problem. On the clock? Keep it in your pocket or purse.

One of my best friends also has never got one, and I admire him. 'Course he's single, no kids. My wife already hates the fact that I won't answer my cell phone ("Gee, I am not a slave to a ringing phone, go figure.") or the house phone when I'm home.

I figure if someone REALLY needs to get a hold of me, they will keep calling back.

My kids? Ugh, never did buy the two older ones a cell, they choose to do that themselves once in HS. But I'm getting pressure from my 12 year old now, and some of my twins 10 year old friends even have them.

No problems kiddies, when you can afford the monthly bill, I'll drive ya to the Verizon store..........

 

[Bob Dylan]

h34r: The while on break thing is great, no problem! Im more concerned with the idiotic texting thing that people do, cant anyone talk anymore, it encourages improper language useage and distracts people from their work or tasks! Here in Austin we have idiots texting while driving,riding bikes and cycles etc. Let employees use em on their breaks, they do get breaks per contract!Im more concerned with pax that yak nonstop about nothing loudly!!! :angry:

Of course common sense and courtesy should apply, but some folks just dont have a clue!Whats so earth shattering that you have to be on a phone or a computer in the middle of nowhere, I understand on regional and short distance trains but the Empire Builder or CZ or SWC?

This summer folks on the EB were upset when their phones had no service out in the wilds on Washington and Montana, guess they were Doctors or the White House needed to get ahold of them?? :lol:

 

[transit54]

I am one of about five people left in the US that neither has a cell phone nor any desire to have one. Used in the wrong way, I think they are the most annoying thing ever invented. That said, I don't see the problem with Amtrak staff using them while off-duty on on break. If they are serving passengers, however, shut the thing off. The passengers come first.

Therein lies the problem, many employees DON'T know when the "proper" time to use them is. And the logic of using them while on paid break? Why not have beer or two while on break too, after all, it's "their time"?

Off duty, no problem. On the clock? Keep it in your pocket or purse.

The difference is the beer affects the employee when they come off of the break. A cell phone conversation doesn't. I think the comparison is a little absurd.

Nonetheless, what if an employee does know the proper time to use them - i.e. when there aren't any customers around? I don't have a problem with cell phone use, as long as its done in a courteous and proper manner. If it doesn't affect safety or service, what's the problem?

In general, I'm a big stickler for cell phone courtesy - so many people are just completely obnoxious when they are on their phones. That's why I tend to prefer e-mail and text messages for communication. I really won't even have an extended call when riding Amtrak in coach. Just enough to be necessary, or if the call is business related. But I just don't have a problem with OBS employees on cell phones as long as they are courteous about it. As long as it doesn't impact my experience, I just don't see what the issue is.

 

[transit54]

h34r: The while on break thing is great, no problem! Im more concerned with the idiotic texting thing that people do, cant anyone talk anymore, it encourages in proper spelling, no personal involvement and is sure attention distracting resulting in lots of folks ignoring their work or customers, these idiots are even texting while driving and riding bikes and cycles here in Austin! Im glad the conductors have them, seems like almost everyone does! Lots of folks were upset this summer out in the wilds of Montana and Washington when their phones didnt work, guess they were doctors or the White House needed to get ahold of them! :lol:

Now I'm not supporting texting while driving/cycling/walking/etc, but I should point out the very reason I prefer text and e-mail is to prevent disturbing others around me with voice calls. I find it much more courteous than having to listen to half of someone's conversation. For a long conversation, sure, a call is in order, but text/e-mail is much less disruptive.

And I should point out that in today's business world, a great number of employees feel responsible for being able to keep in touch. It's not just a personal communication thing (with Amtrak OBS employees, it is, obviously, but I'm referring to your Montana and Washington comment). I carry a separate, work issued phone, and while I can leave it at home when I travel, I don't. I also find it helpful to regularly have e-mail access. I am the sole person at my company responsible for their IT systems, and if something major fails when I'm away, I want to be able to help them out.

As others have pointed out, times have changed. Sure, we all got by without cell phones, but that was because there was no expectation that we could get in touch with each other instantly.

 

[RailFanLNK]

Come to think of it, while we were onboard on the #5 from Chicago after the first get together our Athletic Director was fired at the University of Nebraska. When this was televised back home, every single person's cellphone either rang or vibrated. (mine vibrates, I hate cellphones in public) Everyone in our coach car was either Iowan or Nebraskan. It was all our friends/relatives callling us with the news. Well, the engineer and Conductor and Asst. Conductor were all based out of Omaha on this particular run even though the engineers change in Ottumwa, the engineer on this train was Nebraskan. Through the course of a couple of hours, the Asst. Conductor and Conductor were constantly walking back to B and I asking, "have you heard anything else yet?" Yes folks, this went on for quite some time, but I NEVER saw any of then on cellphones. Lastly, I just got home from Memorial Stadium for Nebraska's 300th consecutive sellout. The closest program to our record is Notre Dame with 207 consecutive sellouts. Just a tad bit of trivia for you railfan/football fans.

 

[Bob Dylan]

I do see your point about the courtesy of texting and e-mails, also in small businesses there are key persons that need to be in touch but what Im refering to is the millions! of people texting and yaking everyhwhere, I dont know if they think they are so important they have to call from the grocery store and in the john and while driving and eating, while riding the train etc. I appreciate folks like you, its evident you have manners and business ethics but MOST folks dont!

There is never an excuse for service employees to ignore customers while they wait unless there is a real emergency going on, and in that case the employee should have the courtesy to say excuse me, I have an emergency etc.

Ive waited on trains,in stores, banks etc. while employees chated on their phones or watched videos! This is nonsense and needs to stop! The comments about the wilds in the west was supposed to be humourous!

 

[JayPea]

I'm also single with no kids. I don't even like my land-line phone; I work at night and sleep during the day and unplug the thing before I go to sleep; half the time I "forget" to plug it in. I have been almost (thankfully, it has only been almost) hit by some person yapping on a cell phone or even texting while driving. I have been treated to the most mundane, worthless conversations in public places by people who think they are so important the world has to know all about them. These and other annoying instances have left me with a sour taste for improper cell phone usage. I recall one instance where a man was using his cell phone--while sitting on the can! :angry: :angry: Of all the places to have an "important" phone call!!!! Without the unnecessary graphic details :lol: let's just say I was having some intestinal difficulties at the time. I bet I livened up his conversation!!! :lol: :lol: Used properly (conversations in private, or at least not in tones so loud the people five cities away can hear, pulling over while driving-I don't even like the idea of hands-free devices-and in general using common courtesy) I know cell phones are very useful and important.

Getting back to Amtrak employees: If using a phone is not impeding service, then I don't have a problem with it.

 

[OlympianHiawatha]

If there is one invention I wouldn't mind being "uninvented" it is the cell phone. In the early days when the cost confined them to business use, they were tolerable, but now when most the people who use them really have to reason or business to have one in the first place, they have become outright annoying. And for people who ask how were we able to get along before cell phones, the answer is simple-we got along better than we do now.

 

[Amtrak OBS Gone Freight]

According to FRA Standards Conductors and Engineers are no longer to use personal cell phones while they are at work. This has been put into effect following the Metrolink accident. I believe (and I could be wrong) that Conductors have been issued company phones so that they can contact dispatchers or CNOC if they need to. Of course to the average person they wouldn't be able to tell the difference between a company phone and a personal phone. There is a VERY hefty fine if a Conductor or Engineer is found to be using their personal phone.

You are absolutely correct, sir. The FRA issued emergency order 25 (I think) shortly after the Metrolink situation. All operating personell are not permitted to use ANY personal or company issued electronic device (cell phone, the onboard work order reporting tablet PC, etc) while the train is in operation. Here at CSX (and wherever Amtrak operates over it), there are a few exceptions to the rule. If the train is stopped and remains stopped, and the operating crew has conducted an updated job briefing between each other prior to the usage of an electronic device, then it is permissible to be used while in the confines of the locomotive cab and/or train car. Emergency calls are permitted at all times, company business calls are permitted within reason if radio communication is not available and personal calls are permitted within reason and with a very short call duration. Otherwise our electronic devices must be turned off and packed into our grip for the duration of the trip or tour of duty.

We can't be outside on the railroad property less than 25 feet of the right of way with our cell phones in our possession on our person (has to be in our grip) . My friend who is a signal maintainer has to be sure he locates himself at least 25 feet away or in his "safely stopped" company truck in order to use either his company phone or personal phone (which he leaves the personal one at home)!

Yes sireee, the fine is definitely hefty, and could also result in jail time as well in the event of an incident!!! That's why my phone is turned off while I am on the property! And I enter no information whatsoever into my onboard work order reporting tablet until I return back to the yard usually or the endpoint for like when on an over the road switcher (which sorta defeats the purpose of it but the FRA has spoken)! I ain't taking any chances!

At Amtrak, as far as OBS employees are concerned..... while they are permitted to use their phones and other personal electrionic devices while on duty, the are not permitted to use their cell phones excessively or while engaged in business with a passenger.

An OBS emplyoyee using their cell phone without the implementation of proper cell phone etiquette (whether they know what that is or not) is certainly using their device in an excessive manner as the customer should be receiving the attention they deserve while engaged in a business related activity.

Also unless things have changed, the FRA emergency order applies to them (OBS folks), too if they are outside the confines of the train!!! That part of the FRA emegency order states ALL railroad employees!!! And still I occasionally see an attendant using their phone while outside.... which is a big no no due to the 25 foot from the right of way rule.

OBS gone freight...

 

[AlanB]

"Off Duty" fine, out of sight of pax, fine. But on a fifteen minute PAID break. No friggin way. "Times have changed". Changed to what. I worked 5, some 8, and a few 10 days (extra board) and never once did I use a cell phone. (they weren't invented yet) I survived. The pax survived. The world survived.

Try to remember that in the case of OBS personel on a LD train, most of them are on duty for 18+ hours. They get 3 meal breaks, which in many cases have to be orientated around stops, and a couple of breaks. And during all of that, they are still on the clock, there is no time that they aren't on the clock. So adhearing to such a rule would mean that they would never be able to use a cell phone.

Additionally, it would be grossly unfair to enforce such a rule, when most every other worker in the US doesn't have to adhere to such a rule.

 

[zephyr17]

"Off Duty" fine, out of sight of pax, fine. But on a fifteen minute PAID break. No friggin way. "Times have changed". Changed to what. I worked 5, some 8, and a few 10 days (extra board) and never once did I use a cell phone. (they weren't invented yet) I survived. The pax survived. The world survived.

Try to remember that in the case of OBS personel on a LD train, most of them are on duty for 18+ hours. They get 3 meal breaks, which in many cases have to be orientated around stops, and a couple of breaks. And during all of that, they are still on the clock, there is no time that they aren't on the clock. So adhearing to such a rule would mean that they would never be able to use a cell phone.

Additionally, it would be grossly unfair to enforce such a rule, when most every other worker in the US doesn't have to adhere to such a rule.

Most employees in front-line customer service postions have such a rule.

If a cell phone call must be made, it should be in an area where customers are not expecting service. An LSA in a lounge car, talking on a cell phone where customers are lined up purchase items, should be fired. A dining car LSA talking on a cell phone when they should be working collecting checks should be fired. A sleeping car attendent generally should take a call in the privacy of their room, and keep the call short. It is appearance more than anything else. If you look like you are on duty, you ARE on duty.

An LSA on break, needing to make a cell phone call, should go back to the transition dorm. I would report ANY Amtrak employee makiing a cell phone call when neglecting customer service duties.

I am not excusing customers who are on a cell phone when they should be doing business. That is extremely rude. However, they are on their own time, and are not being paid to provide customer service. That is a crucial difference.

 

[Guest]

Additionally, it would be grossly unfair to enforce such a rule, when most every other worker in the US doesn't have to adhere to such a rule.

Most employees in front-line customer service positions have such a rule.

Exactly. Anywhere else someone working in customer service will get a strong reprimand and if done enough times get fired. I don't care how long they are away from home or how much the cars sway. I don't pay for a ticket to have to wait on a employee to get off a personal phone call, even for half a second. Folks can sit here and apologize for all the misdeeds of the attendants because they have a "hard" working environment and "don't get paid enough" to run a cash register, but these are things that give Amtrak a bad image. The reality is cell phones usage is a big no no in customer service and the employees that don't understand that probably don't understand how to provide good customer service to begin with and need to be transferred or fired. I am not asking Amtrak to provide white glove service, just provide basics of customer service which does not include cell phone usage. Once again, I pay a fare to receive comfortable transportation and not to apologize to the employees for their work conditions.

 

[rrdude]

...........Lastly, I just got home from Memorial Stadium for Nebraska's 300th consecutive sellout. The closest program to our record is Notre Dame with 207 consecutive sellouts. Just a tad bit of trivia for you railfan/football fans.

They still play football in Nebraska? Wasn't sure they did. Go Blue! (haha, Rich Rod has already won more games this year, than ALL of last year, so we Wolverine fans are happy)

And when you have a small stadium, .............82K?

 

[rrdude]

Think we've pretty much beaten this thread to death........and that's good!

Consensus I take is that most posters would prefer Amtrak OBS emps (since Operating emps have strict rules to follow, with dires consequences..)

1) Limit cell/texting to times when they are off duty and out of sight.

2) Expect quick attention (hang-up, put away mobile device) if OBS is using, and approached by pax

3) Expect common courtesy that any "normal" service-oriented employee should give paying customer.......

I still hate the damn things..........................but also know they are a necessary evil...........

 

[JayPea]

I still hate the damn things..........................but also know they are a necessary evil...........

When it comes right down to it, and it's been cut and dissected every which way.........these are my feelings about cell phones exactly!

 

[blueman271]

First and foremost there is nothing inhumane about not being able to use a cell phone or not being in contact with people for five days or even a week. Not feeding people, not allowing people to use the bathroom, these things are inhumane. Being without contact for a few days is just an inconveinence. Having said that, Amtrak OBS employees should be allowed to use their cell phones during their break and even when they are not on break as long as it does not interfere with the duties of their job.

 

[AlanB]

Additionally, it would be grossly unfair to enforce such a rule, when most every other worker in the US doesn't have to adhere to such a rule.

Most employees in front-line customer service positions have such a rule.

Exactly. Anywhere else someone working in customer service will get a strong reprimand and if done enough times get fired. I don't care how long they are away from home or how much the cars sway. I don't pay for a ticket to have to wait on a employee to get off a personal phone call, even for half a second.

Just to be clear here, I'm not suggesting that being away from home excuses an LSA talking on their cell phone behind the counter of the cafe car, especially if there are customers in line.

However, if that LSA is sitting in the dining car on his/her lunch break, then I'm sorry but they do have a right to do what they want with their time, even if that means talking on the cell phone. After all it's not like they can step out the back door of the train to make/take that call.

Seeing the LSA in charge of the dining car on their phone while the diner is serving; that's a no. Seeing them on their phone while I walk to the lounge car from my sleeper in between meals; no problem.

 

[EB_OBS]

In a hurry so I haven't read the entire thread yet but I can add this;

On duty OBS employees should not be on their cell phones. Their phones are supposed to be on silent alert except the LSA. On breaks employees are able to use their cell phones but should abide by the same courtesy constraints that any passenger should follow, i.e. cell phone conversations should not be disruptive to other passenger's comfort.

Engineer's cell phones are supposed to be completely turned off and stowed. Conductor's cell phones are supposed to be stowed but can be left on. Company business is supposed to be handled on the conductor's company phone but at no time should he be distracted from doing his primary job of keeping the train moving safely.

The assistant conductor moving through the train is still calling out signals to the engineer all the time. Just because he is not up on the head-end doesn't mean he isn't paying attention to where the train is and what slow areas or work zones may be coming up.

I'll get a chance later to read the entire thread.

If you encounter OBS employees neglecting their job responsibilities because of cell phone use, contact the conductor or call customer service. Getting the employee's name sure helps.

 

[sueb]

Just one final different perspective on cell phone use on trains. Commuting 3 hrs a day on the train 5 days a week was what made it necessary for me to get a cell phone 5 years ago. I work 80 miles from home and have a child with medical issues. Cell phone is the only way I can be reached while in transit if I need to give permission to treat or other medical information about my son. In fact, one of the very 1st conversations I had on my cell phone on the train was with ER staff in my hometown where my child was being treated. The cell phone makes it possible for me to work where I do. I try to keep my conversations short and to the point, but sometimes it is difficult - such as when your child is having a completely avoidable seizure because the ER staff prevented his caregiver from giving him his seizure medicine while waiting for treatment of an unrelated problem. Yes, I yelled at the ER person and I guess the whole train car heard it.

Some of the train crews talking on cell phones on their own time may be keeping tabs on family members like my son or an elderly parent. It might actually be an emergency, or at least something urgent that shouldn't wait until the crew member gets home days later.

I agree that cell phones don't belong on the job, but I do consider the possibility that train crews may have family responsibilities like my own where a cell phone is a major help.

 

[ScottC4746]

Just one final different perspective on cell phone use on trains. Commuting 3 hrs a day on the train 5 days a week was what made it necessary for me to get a cell phone 5 years ago. I work 80 miles from home and have a child with medical issues. Cell phone is the only way I can be reached while in transit if I need to give permission to treat or other medical information about my son. In fact, one of the very 1st conversations I had on my cell phone on the train was with ER staff in my hometown where my child was being treated. The cell phone makes it possible for me to work where I do. I try to keep my conversations short and to the point, but sometimes it is difficult - such as when your child is having a completely avoidable seizure because the ER staff prevented his caregiver from giving him his seizure medicine while waiting for treatment of an unrelated problem. Yes, I yelled at the ER person and I guess the whole train car heard it. Some of the train crews talking on cell phones on their own time may be keeping tabs on family members like my son or an elderly parent. It might actually be an emergency, or at least something urgent that shouldn't wait until the crew member gets home days later.

I agree that cell phones don't belong on the job, but I do consider the possibility that train crews may have family responsibilities like my own where a cell phone is a major help.

Totally untrain related, but cell phone etiquette related...I went to a church in Vegas that someone was on the front pew and their cell phone went off during the Lord's Prayer. The church was set up so the side walls had doors that led to the patio...rather than slip out that door, they walked down the aisle to the front doors chatting away on a personal social call..."Oh Hi I am so glad you called how are you? I haven't heard from you in ages," as the rest of us were trying to worship. Needless to say they got some stares and it was a good thing I was in the balcony in the choir.

 

[amtrakwolverine]

Just one final different perspective on cell phone use on trains. Commuting 3 hrs a day on the train 5 days a week was what made it necessary for me to get a cell phone 5 years ago. I work 80 miles from home and have a child with medical issues. Cell phone is the only way I can be reached while in transit if I need to give permission to treat or other medical information about my son. In fact, one of the very 1st conversations I had on my cell phone on the train was with ER staff in my hometown where my child was being treated. The cell phone makes it possible for me to work where I do. I try to keep my conversations short and to the point, but sometimes it is difficult - such as when your child is having a completely avoidable seizure because the ER staff prevented his caregiver from giving him his seizure medicine while waiting for treatment of an unrelated problem. Yes, I yelled at the ER person and I guess the whole train car heard it. Some of the train crews talking on cell phones on their own time may be keeping tabs on family members like my son or an elderly parent. It might actually be an emergency, or at least something urgent that shouldn't wait until the crew member gets home days later.

I agree that cell phones don't belong on the job, but I do consider the possibility that train crews may have family responsibilities like my own where a cell phone is a major help.

i have no problem if the crew wants to use there phone while on break or if its a family emergency ok thats differn't. what most of us here have issue with is those amtrak employees who are lazy and rather talk on the phone then do there job and serve the pax. if i standing in line at a lounge cafe waiting to buy a snack and the person behind the counter can't be bothered cause he/she is texting or talking to there boyfriend girlfriend husband wife etc about nothing (i love you no i love you i love you more blah blah blah) type stuff when there are customers waiting then they need to be fired. just like if you went into a restaurant and no one will wait on you cause there too busy puffing away on there cigarette while on duty.

 

[MikefromCrete]

Keep in mind that this is coming from another one of the few people on earth who does not have a cell phone, but what's with all the chit-chat? While SueB points out the importance of some cell phone calls, I would think that, unless you're a doctor or somebody with high security clearance, 90 percent of all cell phone conversations are idle talk about little or nothing of importance. Can't they wait? Do you have to talk while you're driving, or shopping or working or attempting to do something else?

Again, outside of a major emergency, an Amtrak on-board employee should limit their personal cell phone calls to their off-duty time. If someone wants to buy something from the snack bar, they should be able to do so immediately. If you continue to talk while customers are waiting, you should be fired and kicked off the train at the next stop! (Well, I guess that is a little extreme, but you get what I mean).

 

[Donctor]

If someone wants to buy something from the snack bar, they should be able to do so immediately. If you continue to talk while customers are waiting, you should be fired and kicked off the train at the next stop! (Well, I guess that is a little extreme, but you get what I mean).

I agree in principle, though I once encountered a café car attendant holding up the line whilst on his cell phone, though it turned out he was calling Amtrak to see when he was getting restocked.

 

[jmbgeg]

Just got back from a Silver Star trip and I would say the employee cell phone use is way out of control. Car attendants (both coach & sleeper) yapping for hours with their friends. Some of them are worse than the passengers. Lounge attendant too busy texting her boyfriend, while she sits in the booth as to realize there are customers waiting at the counter. Dining car staff watching Monday night football updates on a blackberry. Amtrak should follow the path of other major corporations and allow no personal cell phone use during working hours unless of emergency.

I have never observed rampant abuse of cell phone use by on board personnel. Whether in a sleeping car, dining, or lounge car, there will be times nothing is going on and no service is requested. So long as the these empoyees remain alert and available to serve, I have no problem with limited use during their work shifts.