The Los Angeles County Metropolitan Transportation Authority (Metro) is contracting with Strive, a wellness and community health partner, to implement and manage a diverse team of transit ambassadors.
Strive will collaborate with local community-based organizations to offer a trauma-informed and rider assistance solution. The program is part of Metro's plan to bring non-law enforcement representatives to improve the customer experience, reinforce public safety, and increase ridership on its transit system.
The program is the first of its kind in the region and will employ 300-plus ambassadors from diverse L.A. County neighborhoods. Strive will provide ambassadors trained in unconscious bias identification, trauma-informed response, de-escalation, cultural/situational awareness, customer service, disability awareness, and public safety.
Friendly ambassadors will provide a high-quality customer service experience and orient passengers with general transit information such as directing customers and paying for fares. They will also work closely with community-based crisis intervention teams and be equipped to call dedicated personnel within Metro's public safety ecosystem.
"Our top priority is to improve the customer experience — including making sure our riders feel safe," said Stephanie Wiggins, Metro CEO. "In the coming months, we expect customers will see a noticeable difference with our transit ambassadors in place. Once they deploy, transit ambassadors will greet riders and help our customers have positive interactions with our system.