L.A. Metro approved a labor deal and expansion plan that brings the Transit Ambassador program in-house, adding staff and resources to improve rider support and safety across the system. This is reported by the railway transport news portal Railway Supply.

L.A. Metro approved a labor deal and expansion plan that brings the Transit Ambassador program in-house, adding staff and resources to improve rider support and safety across the system
Photo: LA Metro

L.A. Metro Invests in Staffing and Rider Experience

Metro will directly employ ambassadors who were previously hired through contractors. This change follows widespread public support for the initiative and a strong safety performance since launch.

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The board authorized 85 new roles to improve coverage on more bus routes and at new stations by the end of 2025. This shift builds on the October 2023 decision to internalize operations.

Metro updated its FY26 budget to include $11.8 million for wages, benefits, and management costs tied to the agreement with the Teamsters. The plan adds 388 positions system-wide.

Those roles include 309 existing ambassadors, 79 new ambassador positions, 49 field supervisors, and two managers responsible for operations, staff development, and customer experience oversight.

These employees will serve key projects such as the A Line extension to Pomona, the D Line expansion to West Los Angeles, and the Metro/LAX Transit Center opening.

L.A. Metro Ambassadors Boost Safety and Emergency Response

Ambassadors enhance Metro’s safety network by supporting law enforcement, crisis teams, and security personnel. They guide passengers, de-escalate incidents, and offer emergency assistance.

A 2023 survey found that 63% of riders felt safer after seeing ambassadors. That number rose to 70% for Asian/Pacific Islander riders and 68% for Latino youth and low-income passengers.

Metro credited ambassadors with saving 334 lives through interventions, including suicide prevention and NARCAN use. Their presence continues to improve both safety and customer service.

CEO Stephanie Wiggins highlighted their role in Metro’s rider-focused strategy. “Ambassadors are central to building a safer and more welcoming transit system for Los Angeles,” she said.

Source: www.metro-magazine.com

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