Transit Ambassador Program design and operations

Solicitation #2026252. Issued by Security. WeGo Public Transit is seeking a qualified vendor to design, launch, and operate a Transit Ambassador Program that will enhance the customer experience, improve the perception of safety across the system, and provide compassionate, visible support to riders and frontline employees. The program is intended to place trained, non-law-enforcement ambassadors throughout the transit environment to assist customers with wayfinding, de-escalate low-level conflicts, connect vulnerable individuals to appropriate community resources, and serve as a welcoming presence at key transit locations and onboard the system. The Ambassador Program will help strengthen WeGo’s broader safety and security strategy by filling the gap between traditional customer service, contracted security, and police response. Ambassadors will be expected to engage riders proactively, support individuals experiencing homelessness, behavioral health challenges, substance use issues, or other vulnerabilities, and help reduce unnecessary reliance on operators, security personnel, and law enforcement for non-criminal matters. The selected vendor should bring experience in community-based outreach, trauma-informed engagement, de-escalation, transit or public-space operations, workforce supervision, training, data tracking, and partnership coordination. Through this program, WeGo aims to create a more welcoming, responsive, and human-centered transit experience while supporting system reliability, operator safety, and stronger connections between public transit and the region’s social service network. The ideal vendor will be a collaborative partner capable of building a professional ambassador workforce, developing clear operating procedures, coordinating with WeGo staff and community partners, and delivering measurable outcomes that demonstrate improved rider support, issue resolution, and public confidence in the transit system.