Community Intervention Specialists

Showing compassion for our community

Our Community Intervention Specialists are a crucial part of our larger public safety program and our commitment to creating a secure and compassionate transit environment. We support those in our community who are most in need while avoiding law enforcement interactions when it’s not necessary.

Types of Assistance We Provide

We understand that some individuals may require specialized assistance to address challenges they face both on and beyond our transit system. Here are some of the ways our Community Intervention Specialists can assist:

Street Outreach: Our team aims to reach individuals who may not seek assistance independently. We bridge gaps in support, ensuring that people's basic needs are met while we're out in the community and our transit system.

Support for Unhoused, Mental Health and Substance Abuse: Our team provides specialized support for individuals experiencing homelessness and facing challenges related to mental health conditions or substance abuse. We connect them with essential social service resources.

Partnerships: We collaborate with city law enforcement, social service agencies, mental health experts and advocates for unhoused individuals to provide comprehensive support and address concerns with positive, holistic methods.

Mental Health First Aid: Our specialists also contribute to training our internal staff in Mental Health First Aid. This training equips our team members with the knowledge and skills needed to provide compassionate assistance to those experiencing mental health challenges.

See this information sheet about street outreach put together by the United States Interagency Council on Homelessness.

The CIS program emerged from collaborative discussions with our customers, CapMetro staff, and the community. Our primary goal is to support those in our community who are most in need while avoiding situations that involve law enforcement when it is not necessary. The program launched in October 2021 with 2 specialists.

If you encounter a person experiencing mental health or substance abuse issues on the CapMetro system, here's how you can respond:

  1. Approach situations with individuals with empathy and avoid making judgments.
  2. If you believe someone needs help, reach out to us via email at community.intervention@capmetro.org, so we can follow up with them.
  3. If you notice a rider violating our Code of Conduct, contact the GO Line at 512-474-1200.
  4. If you feel your safety is in danger, please call 911.

People who are struggling with homelessness often rely on public transit vehicles or facilities as shelters from the weather, to stay safe and for transportation to shelters, services or work. CapMetro does not deny a person transportation based on perceived housing status. We leverage our partnerships with city law enforcement, social service agencies, mental health experts, advocates for unhoused individuals and others to connect these individuals with resources and address concerns.

More Safety Information

Join our Safety Team

We have open positions in safety administration. Apply today.

View Available Roles

Year 1 Performance Report

The following report discusses the program metrics, operations and accomplishments during the first year.

View the Report

Know the Rules

CapMetro’s Code of Conduct extends across all vehicle types as well as our stops and transit hubs. Before you ride, please read these rules.

Read Our Code of Conduct