The Chicago Transit Authority (CTA) and Charlotte Area Transit System (CATS) are expanding their customer-facing support programs, introducing specialized personnel to assist riders, address safety concerns, and improve the transit experience.

While the programs serve different purposes, both agencies are emphasizing a visible, service-oriented approach to supporting passengers alongside existing security and operational initiatives.

CTA Deploys Safe Ride Specialists

CTA recently began deploying teams of Safe Ride Specialists aboard trains and at select stations and bus terminals as part of its security enhancement strategy.

The one-year pilot introduces trained crisis intervention and community violence intervention specialists who work alongside police, security personnel, and frontline transit employees to de-escalate incidents and connect riders with support services.

Crisis Intervention Specialists assist passengers experiencing homelessness, mental health crises, or substance use challenges by connecting them with housing, treatment, and social services. Community Violence Intervention Specialists focus on engaging youth and young adults, building positive relationships, and preventing conflicts before they escalate.

"Safe Ride Specialists are the latest addition to our expanded safety approach that’s designed to help every rider feel welcome on public transit," said CTA Acting President Nora Leerhsen.

Teams are operating in designated areas along CTA's Blue, Green, and Red lines, with deployment locations selected using incident data and feedback from riders and frontline employees.

The $9.6 million pilot builds on CTA's existing outreach partnerships and increased law enforcement presence, which the agency said has resulted in a 75% increase in monthly system policing hours.

CTA will evaluate the program based on several performance indicators, including incidents resolved without law enforcement involvement, reductions in service delays, improved safety for riders and employees, and connections to social services.

CATS Prepares to Launch Fare Ambassador Program

Meanwhile, CATS is preparing to introduce 60 Fare Ambassadors on its LYNX Blue Line beginning October 30, expanding customer assistance and fare compliance efforts as the agency modernizes its payment system.

The ambassadors, identifiable by blue shirts and yellow hats, will operate aboard light rail vehicles and on station platforms, checking for valid fares while helping customers navigate payment options, transfers, fare capping, and the CATS-Pass app.

The program is expected to expand in phases to buses and the CityLYNX Gold Line, with additional deployment dates to be announced.

"Fare Ambassadors will play an important role in helping our customers navigate their fare experience while providing a welcoming, customer-focused presence across our system," said Interim CATS CEO Brent Cagle.

CATS selected Block by Block to manage the program. The company also provides safety, hospitality, and outreach ambassador services in Charlotte's Center City through a separate partnership with Charlotte Center City Partners.

The rollout follows the approval of CATS' fare modernization and ambassador initiatives earlier this year. As METRO previously reported, the modernization effort includes new payment options, fare capping, simplified fare products, and expanded access to reduced fares.

The ambassador program also comes as CATS continues implementing broader safety and security improvements, including additional law enforcement resources and enhanced rider reporting tools.

Expanding Transit's Frontline Support

The initiatives highlight two approaches to strengthening the passenger experience through dedicated, customer-facing personnel.

CTA's program focuses on crisis response, conflict prevention, and connections to community resources, while CATS' ambassadors emphasize fare validation, rider education, and navigation assistance.

However, both programs place additional trained personnel directly in transit environments, extending the agencies' ability to engage passengers and address concerns during everyday trips.

For CTA, the pilot's performance measures will help determine whether to continue or expand the approach. In Charlotte, the phased rollout will extend fare assistance and compliance efforts beyond light rail as CATS advances its fare modernization strategy.