The Los Angeles County Metropolitan Transportation Authority (Metro) board officially approved a landmark collective bargaining agreement with the International Brotherhood of Teamsters, bringing Metro’s acclaimed Transit Ambassador program in-house and expanding its reach across the transit system. 

In-House Operations and Program Expansion

The move follows significant public support for the Transit Ambassador initiative and sets the stage for Metro to employ ambassadors, previously contracted through third-party vendors directly. 

As part of the board's decision, 85 new positions were added to support expanded coverage on more bus lines and newly opened stations by the end of 2025.

The transition to an in-house department was first authorized in October 2023. With this approval, Metro will begin onboarding existing ambassadors operating on the system and expand staff to improve coverage and rider support.

New Budget, New Roles

Metro amended its FY26 budget to include $11.8 million for new wages and benefits to support the collective bargaining agreement and expanded responsibilities. 

The agreement creates 388 contract positions, including:

• 309 current ambassadors.

• 79 new ambassador roles.

• 49 field supervisors.

• Two non-contract management positions to oversee daily operations, staff training, reporting, and customer experience enhancements.

The personnel will help staff high-priority projects, including the new Metro/LAX Transit Center, the A Line extension to Pomona, and the D Line extension to West Los Angeles.

Proven Impact on Rider Safety and Experience

The agency explained that Metro Ambassadors play a key role in the agency’s public safety framework, complementing security, law enforcement, and crisis response teams. 

According to a 2023 Metro customer survey, 63% of riders who had seen Ambassadors reported feeling safer, a figure that rises notably among certain groups:

• 66% of women.

• 66% of riders earn less than $25,000/year.

• 68% of Hispanic/Latino riders and those under 18.

• 70% of Asian/Pacific Islander riders.

Beyond safety, Ambassadors connect riders with system resources, assist with navigation, and respond to emergencies. Their interventions have proven life-saving — 334 lives have been saved through suicide prevention and NARCAN administration, Metro officials said.

“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,” said Stephanie Wiggins, CEO of Metro. “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 LA County residents and visitors.”