SUMMARY
The Safety Ambassador will provide a highly visible, unarmed, and uniformed presence aboard buses, at transfer points, at Pulse stations, and other locations throughout the service area to monitor activity, to prioritize the overall safety of operators, passengers, and others and to contribute to the smooth operations of the service. This role will be safety-focused, will serve to improve the rider's experience, and will provide support to bus operators and road supervisors as needed as it relates to safety.
Key Responsibilities:
- Engage with riders and employees to maintain a positive and visible presence throughout the GRTC transit system, including buses, transfer points, Pulse stations, and other facilities.
- Assist operators and other personnel with safety concerns, passenger interactions, and operational needs as required.
- Address low-risk safety concerns and proactively work to resolve issues when possible.
- Respond to customer needs while recognizing when a concern is beyond your scope and escalating to the appropriate resources.
- Utilize and apply de-escalation techniques to manage situations in the community.
- Build rapport with riders and establish ongoing relationships with individuals who may need continued assistance.
- Handle difficult or tense situations, using clear communication and conflict resolution skills to manage uncooperative or hostile individuals.
- Promptly report unsafe or emergency situations requiring law enforcement or EMS intervention through proper channels.
- Conduct route hazard analysis to ensure safety at bus stops, Pulse stations, and other key locations throughout the service area.
- Document and maintain accurate records of daily activities and incidents, ensuring reports are logged at the end of each shift.
- Assist with general customer service duties by answering questions and helping passengers navigate the transit system.
- Use two-way radios and other communication tools to report incidents and relay important safety information to GRTC personnel.
- Promote safety awareness among riders and operators, ensuring all safety procedures and policies are followed.
- Wear the required uniform at all times during the shift to maintain a professional and approachable appearance.
- Operate GRTC non-revenue vehicles as needed to carry out assigned duties.
- Prepare reports on incidents and activities as specified by the Assistant Director of Safety and Security.
- Other related duties as assigned by GRTC management.
Skill/Abilities
- Team-oriented and capable of working collaboratively with colleagues, operators, and other GRTC personnel.
- Strong communication skills, both oral and written, with the ability to interact effectively with diverse populations.
- Quick decision-making abilities in dynamic, fast-paced situations.
- Critical thinking and problem-solving skills to respond to a variety of safety and customer service challenges.
- Effective stress management, remaining calm and composed in difficult or high-pressure situations.
- Adaptability to changing circumstances and environments within the transit system.
- Conflict resolution and de-escalation skills to safely manage confrontations or disputes.
- Customer service mindset, focused on supporting passengers and ensuring their safety and comfort.
- Ability to work independently and take initiative in managing daily responsibilities.
- Familiarity with Richmond's geography, including major transit hubs, landmarks, and key intersections.
- Proficiency with basic technology such as communication devices, route maps, and customer service platforms.
- Secondary language skills are a plus, helping serve GRTC's diverse ridership.
Education/Experience:
- High School Diploma or GED is required.
- Proven experience in customer service or a related field is required.
- Experience in security, corrections and/or human services is highly preferred.
- Life experience working with vulnerable populations or in roles that provide community support is highly valued.
- Bachelor's degree in a relevant field is preferred but not required.
- Must possess and maintain a valid Virginia Driver's License.
- Ability to pass a background check and meet any additional security or safety requirements.
Physical Demands
- Physical stamina is required to remain on your feet for extended periods, including walking, standing, and moving through buses, transfer points, and Pulse stations.
- Ability to bend, stoop, and reach to assist passengers, operators, and inspect facilities or equipment.
- Must be able to lift and carry items such as equipment or reports weighing up to 25 pounds.
- Requires the ability to work in various environments, including exposure to adverse weather conditions such as rain, heat, cold, or snow while maintaining safety and professional demeanor.
- Must be able to sit and drive a GRTC non-revenue vehicle as needed, navigating through the transit system and performing duties throughout the service area.
- Visual acuity and hearing sufficient to monitor activities, observe incidents, and communicate effectively with passengers, operators, and other personnel.
- Ability to respond quickly and appropriately in case of emergencies or safety concerns, including physically intervening or moving to a safe location when necessary.
- Requires the ability to maintain a professional physical presence on buses and at stations, interacting with passengers and operators in potentially challenging situations.
Other Requirements
- Must be able to work rotating shifts, including nights, weekends, and holidays, based on the needs of the transit system.
- Uniform must be worn at all times during working hours, maintaining a clean and professional appearance.
- CPR/First Aid certification is preferred or required to be obtained within a set timeframe after hire.
- Driver's license and a clean driving record are required for operating GRTC non-revenue vehicles.
- Flexibility to adapt to changing schedules and responsibilities as assigned by GRTC management.
- Background check and compliance with any additional safety or security standards required by GRTC.
- Must be comfortable working in high-traffic environments and dealing with passengers who may be in distress, experiencing mental health issues, or involved in disruptive behavior.
- Willingness to engage in ongoing training and development to improve skills related to de-escalation, conflict resolution, and transit safety.