Whether you ride Metro every day or occasionally, we want you to feel welcome, safe and above all, to have a great ride. That’s why we’re excited for you to meet our Metro Ambassadors who you will see throughout the Metro system, uniformed in green polo shirts. They’re available and at your service seven days a week.
Metro Ambassadors will help you navigate our system, provide extra eyes and ears on our buses and trains, and support riders who need assistance. They’re here to welcome you to Metro, answer your questions, connect you and other riders to the resources you need, and report issues they see.
Ambassadors first started appearing on our system in October when the K Line opened. Now that we’ve trained and deployed more than 260 Metro Ambassadors, we held an official launch and celebration of the pilot program today at Union Station.
Why is the Metro Ambassador program so important? Riders and many who want to use our system have expressed overwhelming support to help enhance public safety. We took those concerns seriously.
Point of emphasis: Metro Ambassadors aren’t security officers, and they ARE NOT replacing existing security staff or law enforcement. They’re part of our Customer Experience department – and they’re also part of our multi-layered plan to reimagine public safety with Transit Security Officers, law enforcement, improved cameras and lighting, more frequent cleaning, as well as homeless outreach and crisis intervention teams.
Metro Ambassadors are diverse and come from the neighborhoods we serve. They have lived experiences which make it possible for them to perform their job with empathy, respect and skill.
Metro Ambassadors will:
- Support Metro riders as they navigate the system. Metro Ambassadors provide a welcoming and visible presence and provide support that customers can rely on.
- Connect riders to resources they need, be it directions to get them where they’re going, info about how to pay their fare, or services available through our homeless outreach teams. Metro Ambassadors are here to help.
- Report any maintenance, cleanliness or safety issues such as a broken escalator, a mess on a bus or train or a safety incident. Metro Ambassadors are our eyes and ears on the system that help us to respond to issues more quickly.
As we mentioned above, the Metro Ambassador program is a pilot, which will continue for up to three to five years. This will allow us to monitor the program closely, collect customer feedback and continually improve the service.
Want more information? Please visit the Metro Ambassador page on metro.net.
Here are answers to three common questions we’ve received about the Metro Ambassadors:
How does Metro determine where to deploy Metro Ambassadors?
We’ll deploy Metro Ambassadors to where they’re needed the most — busier bus and rail lines and stations and based on customer and employee feedback.
Metro Ambassadors will also help riders during special events, and we’ll deploy them to parts of our system that we think needs extra attention.
What kind of training do the Metro Ambassadors receive?
Metro provides training in trauma informed response, disability awareness, mental health awareness, customer experience, station cleanliness and evaluation, conflict de-escalation, and homeless engagement, among others.
The training curriculum was developed by and delivered by Metro specifically to meet Metro rider needs and is the result of direct customer and employee feedback. Numerous Metro departments helped develop the curriculum. For example, Metro’s Office of Civil Rights provided up-to-date training on disability awareness — an area critical to many Metro riders.
What kind of feedback have we received about Metro Ambassadors so far?
Public feedback has been positive; riders have said they appreciate the presence of the Metro Ambassadors. In addition to helping customers navigate the system, the Metro Ambassadors have helped report sexual harassment, criminal activity, and other issues of key importance to our riders. On several occasions, Metro Ambassadors have helped summon emergency medical assistance for riders in distress.