Transit Ambassadors provide a visible presence and in-person support across the Metro transit system to promote a sense of personal safety among patrons, deter unlawful activity, offer immediate informational support, and create an enhanced riding experience overall. Assigned to designated transit lines or fixed locations, Transit Ambassadors engage with patrons, conduct fare inspections, monitor safety and maintenance conditions, identify and aid those needing assistance, and report safety, maintenance, and support issues to the appropriate internal or external party.

• Greets patrons in a friendly, welcoming, and respectful manner.

• Identifies and reports on cleanliness, maintenance, and safety issues and coordinates with appropriate Metro departments to ensure resolution.

• Prepares daily logs of relevant activities, interactions, and observations.

• Provides information to inquiring patrons regarding the Metro transit system including lines, stations, and fares.

• Applies training in de-escalation and public safety awareness to advance Metro’s public safety strategies.

• Maintains situational awareness to identify suspicious activity and potential safety threats to Metro patrons, employees, and infrastructure.

• Alerts internal safety resources as well as law enforcement and/or other external safety resources regarding potential threats on or to the Metro transit system.

• May conduct fare inspections (not fare enforcement) and public safety train checks.

• Verbally conducts wellness checks on persons who seem in distress to determine whether a need exists for support or assistance.

• Connects persons who are unhoused or experiencing addiction or mental health crises with applicable public resources and notifies appropriate staff.

• Covers special events (e.g., concerts, live sports, and mega-events) as assigned.

• Provides wayfinding and crowd control during service disruptions and special events.

• Encourages transit riders to act courteously and follow Metro rules to enhance safety and comfort for all.

• Attends daily briefing meetings to receive assignments.

• Assists in responding to medical emergencies on the Metro transit system by summoning paramedic services, collecting information, providing logistical support, and administering NARCAN (naloxone), CPR, and/or first aid, as necessary.

• Promotes the Transit Watch App, which allows riders to report a crime or dangerous situation and request help discreetly and anonymously.

• Assists in ensuring that Metro Equal Employment Opportunity (EEO) policies are effectively carried out.

May be required to perform other related job duties

Knowledge of (defined as a learned body of information that is required for and applied in the performance of job tasks)

• Safety precautions and procedures

• Basic transit riding awareness

• Relevant policies, procedures, and strategies to promote effective public safety protections.

• Cultural and situational awareness, such as cultural sensitivity and unconscious bias.

• Disability and mental health awareness.

• Basic customer service practices and principles.

Skill in (defined as the proficient manual, verbal, or mental utilization of data, people, or things)

• Observing and reporting

• Exercise sound judgment when encountering unruly patrons and dealing with emergency situations. 

• Communicate effectively both written and verbally with others.

• Problem solving.

• Operating a personal computer, tablet, and/or smart device.

Ability to (defined as a present competence to perform an observable behavior or produce an observable result)

• Maintain accurate reports of incidents using electronic devices. (e.g. iPad, Smartphone, Tablet).

• Respond calmly and quickly in stressful and emergency situations.

• Interface with the public in a professional manner.

• Assist during evacuation situations.

• Read, write, speak, and understand English.

• Understand and follow oral and written instructions and procedures.

• Complete accurate incident reports.

• Maintain basic records.

• Work any shift, and any location 

A combination of education and/or experience that provides the required knowledge, skills, and abilities to perform the essential functions of the position.  Additional experience, as outlined below, may be substituted for education on a year-for-year basis.  A typical combination includes:

Education

• A high school diploma or G.E.D. Certificate

Experience

• Prior experience reflecting an ability to effectively carry out safety, public support, and/or customer assistance services.

Preferred but not mandatory:

• Prior experience in safety services, customer support, and/or conflict resolution.

• Prior lived experience and/or experience working among vulnerable populations, including those who are unhoused or experiencing mental health challenges.

Certifications/Licenses/Special Requirements

None

The physical demands described are representative of those that must be met by the employee to successfully perform the essential functions of this job.  Metro provides reasonable accommodation to enable individuals with disabilities to perform the essential functions.

Working Conditions

• High dust, dirt, and/or grease environment.

• High noise environment.

• Exposure to moving machinery and/or vehicles.

• Exposure to outdoor weather including extreme heat, cold, dampness and/or humidity.

• Work irregular hours, split shifts, weekends, and/or holidays.

• Work after designated regular hours in case of special assignments or emergencies.

Physical Effort Required

• Standing for extended periods.

• Walking.

• Bending or twisting at the neck, waist, and/or knees.

• Good vision and/or depth perception to judge distances.

• Climbing (e.g. ladders, scaffolds, stairs, poles, into vehicles, trains, platforms, etc..).

• Move or carry objects or materials.

• Must be able to carry or lift up to ten (10) pounds.

• Ability to provide First Aid/CPR (training to be provided within six months of hiring).

• Ability to administer Narcan (training to be provided within six months of hiring).