In cities nationwide, public transportation is a lifeline of connection to people, places, and opportunities. The quality of this experience, whether marked by comfort and accessibility, or hindered by danger and discomfort, greatly influences the daily lives of countless individuals. The American Public Transportation Association (APTA) states that 34 million times each weekday, people board public transportation. The nuances of public transit have the power to impact a community’s quality of life, and Transit Ambassadors have emerged as an innovative way to enrich the customer experience. So, what is a Transit Ambassador? This article explores the multifaceted role of the Transit Ambassador and their impact on the communities they support.

The Multifaceted Role of Transit Ambassadors

In this post:

1. What is a Transit Ambassador?

2. Characteristics and Qualities of an Effective Transit Ambassador

3. The Impact of Transit Ambassadors

4. Strive Transit Ambassador Programs

What is a Transit Ambassador?

Transit Ambassadors serve as a visible presence in public transit systems, engaging with passengers, answering questions, providing information, and reporting concerns. Their training in customer service, safety, and trauma-informed care uniquely equips them to interface with vulnerable populations prevalent in urban cities, such as the unhoused. Transit Ambassadors are commonly recruited from Community-Based Organizations (CBOs), have lived experience, or were formerly incarcerated. These nuances infuse customer interactions with empathy, and an emphasis on diversity allows ‌Transit Ambassadors to reflect the demographic they serve. The Transit Ambassador role is distinct from security guards and police officers, supplementing them with an unarmed, friendly presence that can enlist dedicated safety personnel when needed.

Transit Ambassadors play a crucial role in promoting and facilitating a city’s transportation services, acting as intermediaries between passengers and transit authorities. They communicate passenger grievances and suggestions, report hygiene issues, and collect valuable data. On occasion, Strive’s Transit Ambassadors have even saved lives by administering the Narcan they are trained and equipped with in the case of a drug overdose. While the specific duties and qualifications of a Transit Ambassador can vary depending on the transit agency, the essence of their role remains consistent: to enhance the public transportation experience and promote its accessibility, safety, and ridership.

Characteristics and Qualities of an Effective Transit Ambassador

Effective Transit Ambassadors possess an array of characteristics and qualities that collectively contribute to their success. Excellent communication and customer service skills are paramount, as Transit Ambassadors are the faces of their community’s public transportation. Conveying information clearly, engaging in friendly conversations, and exercising compassion are daily necessities. Transit stations are ever-changing and at times, unpredictable. Skilled Transit Ambassadors are adaptable, able to problem-solve quickly, and willing to pivot as unexpected challenges occur in real-time.

In addition to thorough knowledge of the public transportation system (i.e., routes, schedules, fare structures), Transit Ambassadors should be culturally sensitive and respectful of various languages and backgrounds. Because transit stations are highly culturally diverse, it’s vital to foster an inclusive and welcoming environment for all passengers. Patience, teamwork, and professionalism further round out the profile of an individual that would thrive in this role.

The Impact of Transit Ambassadors

Like the role of the Transit Ambassador, their impact is multifaceted, ranging from passenger satisfaction, to environmental sustainability, to community engagement. Elevating the overall customer experience increases ridership, reducing traffic congestion, greenhouse gas emissions, and ultimately contributing to a more sustainable and efficient public transit system.

By boosting retention rates and attracting new riders, Transit Ambassador Programs stimulate local businesses, reduce the need for costly road maintenance, and create job opportunities within the transit industry (second chancers included). Investing in Transit Ambassadors leaves a positive imprint on the communities they serve, creating and sustaining a transit system that is safe, clean, and welcoming to all.

Read about Strive’s partnership with L.A. Metro in their first-ever Transit Ambassador Pilot Program.

Strive Transit Ambassador Programs