Transit Safety Ambassador

Job Summary (Role in organization):

The position is critical in assisting Susquehanna Regional Transportation Authority in meeting our mission of mobility. The impact of public transportation runs much deeper than a trip from point A to point B. We are the means for which people have access to experiences that alter their lives in meaningful ways. Our culture of innovation and stewardship champions that mission. This position ensures that all riders-especially the community's most vulnerable-have a positive and safe experience. The Safety Ambassador should warmly welcome riders while promoting the importance of transit, increasing a sense of safety and community, and assisting wherever needed. The Safety Ambassador serves alongside Operations management and the Security Officer to ensure all riders are able to travel safely and with the support they require.

The Safety Ambassador also understands that transit plays a key role in improving the quality of life for the communities we service and will help create a welcoming atmosphere that will increase ridership and improve the overall transit experience. The Safety Ambassador will be offered ongoing training and professional development as available to better serve riders and the Central Pennsylvania community.

The Safety Ambassador will assist operations and the Operator(s) with in-service customer relations. Safety Ambassador will assist in promoting smooth operation of daily service by:

• Assisting Operators with:
  • Alcohol and drug use incidents at transit centers and on vehicles,
  • Fare Conflicts,
  • Rider Code of Conduct issues;
• Reducing loitering at Transit Centers by "all-day" riders and those using the transit centers for non-transportation related needs;
• Reducing panhandling, argumentativeness, sleeping and other behaviors that can impact the passenger experience as well as operations;
• Providing early detection and intervention for transit customers who need services;
• Improving visibility of system safety, security and rider satisfaction initiatives;
• Improving communication between customers and security and operations staff;
• Addressing the unique needs of transit customers who don't have a stable living condition by helping them connect with local resources (shelters, housing programs and other human service programs); and
• Improving the overall rider experience

The Safety Ambassador is expected to have skills and experience to:

• Non-violently de-escalate tense situations before security or police presence is needed;
• Discourage the need for police or security intervention in riders' experiences, except in cases of immediate danger.

Key/Reporting Relationship/Direct Reports:

This position reports to the Safety, Security and Training Officer. This position receives general supervision and works within established guidelines.

Essential Duties and Responsibilities:

Performs outreach services to individuals experiencing mental health and/or housing insecurity issues by providing linkages to services provided by local organizations.

Makes mental health assessments and provides crisis counseling to the homeless community and individuals experiencing mental health related issues within the SRTA system.

Provides short-term case management services as appropriate and makes direct referrals to other community services.

Serves as a liaison between the Police Department and public and private community-based organizations that provide mental health, crisis intervention, and homeless and supportive housing services.

Engages and establishes relationships with the unsheltered community to provide supportive services in collaboration with behavioral health and social services organizations; advocates and collaborates with service providers to facilitate access to care with the goal of stabilization.

Works with management to perform outreach within the community and participate in community-violence reduction efforts including informational presentations.

Assists in medical emergencies on SRTA property by gathering information, providing logistical support, and/or summons medical response as necessary.

Participates in and successfully completes all required training, such as conflict resolution, security awareness, etc.

Provides various routine assistance to SRTA personnel; gathers, maintains and retrieves records as directed; fills out forms and writes basic reports; enters data into appropriate computer database or application.

Achieves the Authority's mission by fostering and promoting a positive mobility-planning atmosphere for our clients and stakeholders. Establishes and maintains customer and community relationships.

Meets all legal requirements by ensuring compliance with transportation regulations.

Maintains (accurate, timely) record keeping and documentation by completing required reports.

Contributes to the team by assisting employees.

Ensures communication and positive image of Authority by reviewing critical incidents, exceptions to policy and/or goal achievement with the Safety, Security and Training Officer.

Maintains cooperative relationship with coworkers and management by communicating necessary information, responding to requests, building rapport; and participating in problem-solving methods.

Contributes to effective communications within the organization by establishing and maintaining effective communication lines with all staff members and general public. Keeps management and staff informed of critical information needed to ensure smooth operations.

Maintains trust, confidence and a positive image of the organization by maintaining confidentiality and disclosing only on a need to know basis; ensuring high ethical standards; upholding the organization's reputation in the community; and using good customer service skills with both internal and external customers. At all times, ambassadors must promote optimism for transportation services.

Maintains professional and technical knowledge by attending educational classes/workshops; maintaining detailed knowledge of service, mobility programs, and rabbittransit procedures and systems.

Additional Tasks: Contributes to SRTA team effort by performing other assigned duties as needed.

Job requirements:

Requirements listed represent the knowledge, skill, and/or ability, mental/physical demands and work environments required to perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential knowledge, skills, abilities and experience:

• Prefer an associate degree in Criminal Justice, Psychology, Sociology, Social Work, or related field from an accredited college, university or Police Certification Training.

• Preferred: Two (2) years of (full-time equivalent) professional verifiable experience in related field.
• Preferred: Two (2) years of (full-time equivalent) community service or similar experience which involved interacting and engaging with people from a variety of backgrounds.
• Experience with homeless advocate programs, behavioral health support programs.
• Interacting and engaging with the homeless community and/or individuals experiencing complex mental health issues preferred.
• Ability to demonstrate optimism in all work.
• Ability to learn and understand public transit systems operations and service area.
• Must perform work activities in an efficient and timely manner to meet all deadlines and requirements for the position within the scope of work hours identified.
• Ability to be curious and learn from asking questions and listening to others.
• Experience in using personal computers, applications, with proficiency in Excel, Word, and Outlook and data entry.
• Good working knowledge of English, grammar, punctuation, spelling, style, etc. with the ability to read and write reports, memos and develop presentations.
• Ability to listen actively, persuade others to accept recommendations, and make presentations.
• Ability to analyze situations, solve problems and deal with a variety of changing situations in a timely manner.
• Ability to be detail oriented, efficient, organized, accurate, and able to prioritize work tasks.
• Ability to maintain confidentiality.
• Ability to be self-motivated and results oriented to accomplish objectives.
• Ability to respond with sensitivity to the multicultural, socio-economic and political issues with clients and in the community as they relate to transportation services in the region.
• Ability to establish and maintain effective working relations with customers and staff to gain information and support in accomplishing goals. Ability to interact courteously with diverse internal and external customers and foster a positive work environment.
• Ability to travel for organizational needs.
• Work hours may include a nonstandard workweek, overtime, various shifts and weekend work.
• Must meet hiring qualifications of an acceptable driving record and background verification in accordance with SRTA standards.
• Must have regular attendance and punctuality.

Certificates and Licenses Required:

• Must possess valid motor vehicle operator's license that is not under suspension or revocation, and possess current automobile insurance coverage.