CTfastrak Partnership Improves Customer Safety & Builds Community

THOP Housing Program Manager Sara Piatti, CTtransit Assistant General Manager of Safety & Security Christopher DeGrave, Sgt. Pawel Porczak of the Connecticut State Police, and Professional Operator NeJaughn D. Ware (not pictured CTDOT Transit Security Program Liaison Diana Palmer).

What does it mean to feel safe on public transit? For CTfastrak customers, safety is a friendly greeting by a supervisor or professional operator. Safety is feeling comfortable enough to ask a state trooper for directions or help. Safety is a transportation system built on care, not just the enforcement of rules.

At the heart of this belief is a collaboration among CTtransit, CTfastrak, the Connecticut Department of Transportation (CTDOT), community outreach organizations such as the Transit Homeless Outreach Project (THOP), and the Connecticut State Police (CSP). This partnership is founded on a powerful shared understanding-that everyone has the right to travel safely, with dignity, and with the proper support, free from stigma. This understanding unites us all in our commitment to public transit safety.

If customers on the CTfastrak guideway are not following the code of conduct or breaking the law, a trooper is prepared to intervene. However, troopers are not just stationed there to issue tickets. Their purpose is to build community by working alongside CTfastrak supervisors, assisting concerned customers, and connecting people to vital resources. Their presence is not just about enforcement but about providing a safety net for the community.

Community partners walk the guideway of the New Britain CTfastrak station. 

“Our goal is to get people where they need to be safely,” said CTtransit Assistant General Manager of Safety & Security Christopher DeGrave. “We want to help people. If you don’t know how to buy a ticket, we’ll show you. If you’re dealing with addiction or homelessness, we’ll connect you to someone who can help. We’re building trust and working toward real solutions.”

The State Police presence on CTfastrak began in 2021 with support from CTDOT. They aimed to assign dedicated troopers to the system much like a residency trooper program, where the officers live in the community they serve and build relationships with transit staff and customers alike. This work is centered at Hartford’s Union Station, where the troopers share space with CTtransit, and at the newly renovated operations center at the New Britain CTfastrak station. The Hartford office has been dedicated in honor of Connecticut State Trooper Aaron Pelletier, who was tragically killed in the line of duty and was instrumental in laying the foundation for this partnership.

“CTfastrak itself is a community resource,” said CTDOT Transit Security Program Liaison Diana Palmer. “It connects people to healthcare, jobs, family, and opportunity. But we can’t deliver on that promise if people don’t feel safe. The customers are our number one focus.”

Every month, CTfastrak hosts a meeting that brings together the CSP, CTDOT, transit supervisors, housing advocates from THOP, and more. These conversations help align strategies, share updates, and, most importantly, build relationships to support the community better.

“We want to be part of the solution,” said Sgt. Pawel Porczak of the CSP. “We’re trying to create a better environment and make a tangible difference. We are building trust. That’s how you make progress.”

The results are evident. From responding to medical emergencies to reuniting missing children with their families, CSP and community partner teams have been there for customers in critical moments. The number of safety-related incidents, such as medical emergencies, public disturbances, and intoxication, has also steadily decreased, thanks to increased visibility and ongoing coordination.

For those working on the ground, the change is personal.

One winter on the CTfastrak, a THOP outreach worker encountered a young woman whose hands were raw and red from the cold. Recognizing the urgency, she removed her gloves and handed them to the woman. Later, the woman shared that without that small act of kindness, she feared the worst. Moments like this highlight the nature of the work accomplished through this partnership.

“We’re the voice for the people who don’t have a voice,” said THOP Housing Program Manager Sara Piatti. “Someone’s going to be there for them, and we are.”

For this effort to be successful, communication is key. When new supervisors or troopers join the team, CTtransit brings everyone together to put names to faces and set shared expectations. Troopers and supervisors have each other’s cell numbers. They talk regularly. They operate as a team.

“We all have the same mission,” said DeGrave. “To provide safe, reliable, secure, customer-centric service.”

Furthermore, CTDOT is also exploring environmental design changes to make CTfastrak stations safer and more comfortable. These still-developing plans include security-focused seating configurations and improved camera sightlines that support a positive customer experience.

This partnership is a model of what public safety should look like: human-centered, collaborative, and rooted in care. As Director of Transit Operations Peter DeOrio of CTtransit put it, “One of our biggest promises to each other is that we will be safe when we come to work and when we go home. That’s not just lip service—it’s our culture.”

On the CTfastrak, safety is more than a policy; it is a practice of empathy and collaboration. It means showing up for each other and ensuring that every ride is a measured step toward compassion and community. This partnership is a daily reminder that true safety begins with care.