Metro's Transit Ambassador program will be brought in-house and expanded to cover more bus and rail stations across the Los Angeles area, it was announced Wednesday.
Last week, Metro's Board of Directors unanimously approved a bargaining agreement with the International Brotherhood of Teamsters Union, which represents freight drivers, warehouse workers, bus drivers and other workers in the private and public sector.
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Effective Tuesday, Teamsters represent the transit agency's Transit Ambassadors.
The board's actions move forward a goal set in October 2023 to build a Metro Ambassador department. The agency is expected to hire ambassadors who are already on the system and part of the program, but were hired by two contractors.
"Metro Ambassadors have been an incredible addition to our system, helping us make it friendlier and safer, while keeping a watchful eye out for issues that need to be addressed," Metro CEO Stephanie Wiggins said in a statement. "They're a key part of our customer experience and safety strategies, as we work to deliver the type of world-class transit service necessary for us to become the first choice for transportation among L.A. County residents and visitors."
The agency's $9.4 billion spending plan for 2026 included $11.8 million for the labor agreement with new wages and benefits for 388 contract positions -- including 309 transit ambassadors currently in the field and 70 new ambassadors. Metro will also add 49 supervisor positions who will oversee staff in the field, as well as two non-contract positions tasked with oversight of day-to-day operations, staff training, and customer experience improvements.
Ambassadors are expected to be deployed across the agency's system, as well as at the new Metro/LAX Transit Center, A Line extension to Pomona and D Line extension to West L.A.
In 2021, LA Metro launched its Transit Ambassador program as a pilot as part of the agency's effort to reimagine public safety. By March 2023, the agency had announced it successfully trained nearly 300 new ambassadors.
Metro officials told KNX News 97.1 FM that the role of the ambassadors is to help Metro riders navigate the system, increase the visible presence on the system, and help Metro respond to issues more quickly.
Ambassadors are tasked with helping riders navigate the transit system, connecting individuals with resources and reporting any issues that need to be addressed. They are also trained to call for emergency help for customers in distress, provide life-saving support and are trained to use Narcan, an opioid reversing medication.
According to a 2023 survey of Metro customers, the agency found that the visible presence of ambassadors contributed to the perceptions of safety. About 63% of survey respondents reported that having seen ambassadors made them feel safer.
That figure increased to 66% among women and among people earning less than $25K a year, 86% among Hispanic/Latinos and people under the age of 18, as well as 70% among Asian/Pacific Islanders.
"I've been impressed by the support the Metro Ambassadors provide to transit riders," Whittier City Councilman and Metro Board Chair said in a statement. "They connect riders to resources they need and provide a welcoming and visible presence that customers rely on, and help Metro respond to issues more quickly."
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