The Ambassador Effect: Turning Anecdotes into Data (Leadership APTA)

In recent years interactions with unhoused populations and people in mental health crisis, as well as instances of violence and substance abuse on transit property have increased, challenging the notion that our transit systems are safe and secure. As a result, transit ambassador programs are on the rise.

We believe we can reframe the narrative by focusing on the good and measurable work coming out of ambassador programs. How do we ensure the story is told about our positive impacts? We believe positive interactions are occurring but are not necessarily measured and communicated in a systematic way.

Our project goal is to highlight the often-unheralded aspects of the service we provide, beyond moving people from one place to another. The report not only highlights effective practices but aims to advance the conversation in the industry about these programs’ value. Through careful structuring, defining key performance indicators and capturing benefits, and through effective communication, a transit agency can build a sustainable ambassador program that makes a difference for its employees, riders, and the broader community. 

Project Team:

• Melissa Chrisman, Coordinator (Trinity Metro)
• Jason Lawrence, Coordinator (CATS)
• Shawn Metcalf (Metro RTA)
• Jenny Kane (Metra)
• David Hancock (UTA)