JOB SUMMARY

A Transit Ambassador I will serve as a customer service and public safety representative assigned to support the Los Angeles County Metropolitan Transportation Authority’s transit system through various duties including but not limited to greeting and assisting patrons, monitoring safety conditions, identifying and assisting vulnerable and/or disabled individuals, encouraging courteous behavior, and reporting incidents. Transit Ambassador I personnel will build relationships with Metro riders and Metro employees, and offer in-person support to riders that is geared to improving the everyday interactions that transit customers experience.

PROGRAM DESCRIPTION

The Los Angeles County Metropolitan Transportation Authority (Metro) plays an essential role in the lives of many Los Angeles residents as Metro riders depend on public transit to get where they need to go. To enhance the overall customer experience for their ridership, Metro has committed to improving safety measures on their bus and rail transit system by establishing a Transit Ambassador Program. The Program's objective is to increase a visible, uniform presence on board buses, trains, and at transit stations throughout Los Angeles County. This will be accomplished by deploying “Transit Ambassador” mobile and fixed post teams that are trained to play a rider-facing and welcoming role, promote safety for all riders and operators, and help connect vulnerable riders to resources and/or assistance.

RMI International, Inc. (RMI) was one of two companies tasked to develop, manage, and operate the Transit Ambassador service for Metro, ensuring that the Transit Ambassador Program delivers quality services and creates accountability. RMI will employ Transit Ambassadors and related personnel to support the objectives of the Program. Personnel will be deployed to various fixed-post and mobile assignments for their shift, providing an on-site mobile presence on board buses, and train rail stations, bus stops, and elevators. The Ambassadors will be deployed in pairs or small teams to be able to easily identify customer needs and will assist with monitoring, observation, and reporting of public safety conditions.

ABOUT US

RMI is a leading-edge organization committed to providing public safety, customer support, and related services to its clients. Certified as a Minority Business Enterprise (MBE), RMI is a California-based corporation headquartered in the City of Paramount. Established in 1996, the Founder’s vision was to develop a professional organization that would provide clients with consistent quality in an array of services while providing employees with care, respect, and opportunity for personal development in their professional careers. Our continual growth over the past 26 years has proven that our philosophy of espousing quality in each aspect of our service works.

JOB LOCATION

In and around Los Angeles County, California.

RESPONSIBILITIES AND DUTIES

• Greet patrons in a friendly, welcoming, respectful, and community-oriented manner.
• Incorporate best practices in communication and document all interactions and issues with the public.
• Provide in-person customer support to patrons in need.
• Identify public safety issues and notify the appropriate Metro department. Report anything that adversely affects the health or safety of riders. Ambassadors will be deployed as additional eyes and ears for the public on the System.
• Encourage riders to be courteous to others and follow the rules and common courtesies to make Metro feel safe and comfortable for all riders.
• Monitor, observe, and assess situations and utilize training on de-escalation and public safety awareness to complement Metro’s overall public safety strategies.
• Deter and report disruptive and criminal behavior.
• Identify people experiencing homelessness, mental health crises, and addiction and communicate with the necessary field-based staff including Metro outreach workers, Metro System Security, and Law Enforcement.
• Coordinate directly with Metro Operations, System Security, and Law Enforcement Departments to report and respond to any incidents or public safety issues.
• Identify and report maintenance issues to Metro Maintenance and System Security.
• Serve as a significant, easily identifiable field-based presence.
• Assist customers with disabilities and other riders when they appear to need assistance.

QUALIFICATIONS AND SKILLS

• Customer service experience (required)
• Bilingual or multilingual, preferred
• Ability to successfully pass a pre-employment drug test and criminal background check (up to 7 years)
• A high school diploma, equivalent or the ability to demonstrate reading and writing comprehension
• Previous experience in providing trauma-informed care and/or lived to experience in homelessness outreach and engagement, addiction, or at-risk categories a plus, but not required
• Previous experience in basic public safety, personal safety, and conflict resolution
• Familiarity with cultural and situational awareness, such as cultural sensitivity & unconscious bias
• Knowledge of disability and mental health awareness is a plus, but not required
• Ability to operate the use of radios and communication protocols
• Knowledge of bystander intervention and human trafficking – what signs to look for and how to respond a plus, but not required
• Ability to demonstrate the following characteristics of customer service strengths: Empathy, Problem Solving Skills, Outstanding Communication Skills verbally and in writing, Patience, Active Listening, Positive Attitude, Quick Response Time
• Ambassadors with familiarity with the communities where they are deployed are advantageous for the Program

REPORTS TO

Transit Ambassador personnel will report directly to the on-duty Transit Field Supervisor and will serve as the company’s first point of contact.

SALARY

$23.35 per hour

PERKS AND BENEFITS

• Up to 12 days of Paid Time Off per year
• Up to 10 uncompensated days per year
• Medical, dental, vision, and 401(k) coverage
• Employee Referral Bonus
• Employee Assistance Program

HOURS OF OPERATION

Ambassadors will be a uniformed public safety and customer information unit comprised of fixed post and mobile personnel on the transit system from 5:00 a.m. to 9:00 p.m. on weekdays and 8:00 a.m. to 8:00 p.m. on weekends. The transit program must be operational during designated operating hours, special events, and on recognized holidays. Hours of Program operation will be consistent for service provided on board buses, trains, and at transit station facilities, including elevators.

TRAINING

Aside from RMI-provided orientation and initial training, Transit Ambassadors shall participate in a minimum of forty (40) hours and up to eighty (80) hours of Metro-administered training. The curriculum will include customer service, situational awareness regarding safety, outreach, and other skills needed to address the dynamic needs within the public transit system. The most important topics as designated by Metro will be covered in the onboarding training. Staff may be required to participate in additional Metro training courses throughout the term of the Program at the request of Metro, such as refresher courses and/or additional topic areas.

EQUAL OPPORTUNITY EMPLOYER

RMI International, Inc. complies with all legal requirements, including the Federal Fair Labor Standards Act, Equal Opportunity Employment, and Americans with Disabilities Act. RMI strives to ensure that our company personnel will reflect the diversity of LA Metro riders in terms of race, gender, disability, language, those facing barriers to employment, and other characteristics. RMI International regularly provides professional development opportunities to its personnel to ensure retention.