LA Metro Invests in People-Centered Transit Safety
Metro transitions 300 Transit Ambassadors to full employee status across 100 stations
Metro Hires Transit Ambassadors as Full Employees
Greater Los Angeles riders will continue seeing Transit Ambassadors across Metro's system, but now they're official Metro employees. The Los Angeles County Metropolitan Transportation Authority's Board of Directors approved the transition in June 2024, and the change took effect in December, officials confirmed. About 300 ambassadors now work as full Metro staff across more than 100 stations and major transit centers, providing customer service and safety assistance to riders making over 300 million annual trips.
Program Evolution and Purpose
The Transit Ambassador Program launched in November 2017 as a pilot initiative, according to Metro's official announcement. The program expanded significantly during and after the COVID-19 pandemic as Metro sought alternatives to law enforcement presence on its system. Stephanie Wiggins, Metro's Chief Executive Officer, said the ambassadors have become the face of Metro for many riders. The transition to full employment status reflects Metro's investment in people-centered approaches to transit safety and customer service, she told reporters.
Ambassador Roles and Responsibilities
Transit Ambassadors provide non-law enforcement customer service and safety presence throughout Metro's rail and bus network. They assist riders with wayfinding, answer questions about fares and schedules, and help create welcoming transit experiences, officials said. Conan Cheung, Executive Officer for System Security and Law Enforcement, said bringing these dedicated professionals onto Metro's staff recognizes their invaluable contributions. The ambassadors work across Metro's extensive network serving 88 cities and unincorporated areas in Greater Los Angeles County, though specific performance metrics weren't included in public announcements.
Implementation Timeline
The Metro Board of Directors approved the employment transition at its June 27, 2024 meeting. The change officially took effect December 16, 2024, when ambassadors completed their transition to Metro employee status. Officials said the move strengthens the program's effectiveness and ensures continuity in providing assistance to transit riders. The transition provides greater job security and benefits for ambassadors compared to their previous contracted status.
Rider Impact and Information
Riders won't see changes in how Transit Ambassadors operate, but the employment transition ensures program stability and continuity. The ambassadors continue providing the same customer service and safety assistance across Metro's rail lines, bus routes, and major transit centers. Metro hasn't disclosed specific budget details for the program or the financial impact of the employment transition. Riders can check Moovit for real-time Metro service information and updates across Greater Los Angeles.
