Need help in the metro? Don’t rely on the MTA’s “Help Points” subway intercom system to be useful, according to a report released on Tuesday.

More than 1,000 emergency calls through the agency The Help Points system went unanswered last yearaccording to the MTAs inspector general office report on the system published on November 26.

Furthermore, the report showed that a “significant number” of emergency calls experienced long delays before being answered by NYC Transit staff.

The report shows that riders whose emergency calls were actually answered called to report issues such as an injured passenger, a customer being threatened or harassed, or an unauthorized person on the track.

“TThe Help Point system is important for public safety, and immediate response to genuine emergency calls is critical.” said Daniel Cort, de MTAs inspector general. “This system needs significant improvements, and I appreciate NYC Transit cooperation in our audit and acceptance of our recommendations.”

The Help Points System, launched in 2018 at a cost of approximately $252.7 million, features a network of more than 3,000 intercoms across all 472 subway stations. The public can request or report information at the touch of a button an emergency.

Pranksters thrive on help points

The inspector general The report included all hotline calls made from May to October 2023. Out of 140,698 total approximately 28% of calls came from customers in need assistance.

Another 22% were calls from agency personnel testing the system, and the remaining 50% were considered “rowdiness.”

Riders use the Help Points intercom by pressing a red button on the kiosks to report an emergency or a green button to request information. The report found that NYC Transit employees not given priority emergency calls over information calls, although an MTA spokesperson said emergency calls are sent immediately over a shared communication line with police so the message is relayed in real time.

Cort has identified several causes for unanswered calls and delays in answering calls – including a technical issue, lack of policies and procedures, and fluctuations in staffing levels.

In the report, the inspector general recommends reprogramming Help Point to prioritize emergency calls in emergency situations.

“If that is not feasible, develop a way to prioritize emergency calls over information calls using the on-call feature, and train call center operators accordingly.” is stated in the report.

According to the inspector general, NYC Transit has agreed to the emergency response recommendation and other recommendations to reduce 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 to ensure the safety of customers and employees. Working with the NYPD, which has deployed hundreds of officers to the subway system, crime rates are down this year compared to last year and before the pandemic. Help points complement the police presence and the 911 system that is accessible to anyone with a phone. We have closely reviewed the Inspector General’s recommendations regarding 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 have “trust” in Help Points.

“While it is unfortunate that so many of the calls made are deemed ‘mischief’ and take away from passengers who need real help, the fact that the Office of the Inspector General has made concrete recommendations that transit has accepted is a good step to solve problems with the problems. the Help Point system,” she said. “Riders need to know they can contact someone if they need help, whether it’s an emergency or information. If they have confidence in the Help Point system, it increases their sense of security in the system.”

Meanwhile, from mid-2024, a capital An estimated $79.2 million project is currently underway to improve communications systemsincluding Help Points, and is expected to be completed by the end of the year, the inspector general said.