Responding to immediate safety concerns

As a part of our three-team approach to public safety, our Public Safety Ambassadors provide guidance and a safer environment for all our riders.

Public Safety Ambassadors help us ride with confidence and are here to assist while you ride transit. They provide the following:

• Communication Hub: Ambassadors can identify, report and escalate safety concerns they observe. They act as an informational channel, connecting you with our other public safety teams, Operations Center and other CapMetro departments.
• Visible Presence: You'll spot our ambassadors on CapMetro's system and facilities. Their visible presence helps deter potential safety concerns.
• Information and Directions: Need help finding your way? Our ambassadors are here to provide information and directions to customers, ensuring you reach your destination with ease.

Our team consists of 24 ambassadors, 1 manager, and 3 supervisors, all highly trained and dedicated to safety and community. These individuals are equipped with the skills and knowledge to respond swiftly to immediate safety concerns and connect riders with the appropriate resources, including our community intervention specialists. Introduced in 2021, our Public Safety Ambassadors play a vital role in safety and security while traveling with CapMetro. They serve as front-line customer service ambassadors, working diligently to make your transit experience smooth and secure.

What kind of calls do we receive?

At CapMetro, we take your safety seriously and respond to various types of calls and concerns to ensure your well-being. Here are some common types of calls we receive and address:

1. Check Welfare: Requests to check on the health or safety of an individual.
2. Lost Child: Incident reports of missing or lost children from CapMetro property.
3. Trespassing: Incidents where individuals must be removed from CapMetro property.
4. Loitering: Instances involving individuals, who are not paying customers, waiting around idly, sleeping, or utilizing CapMetro facilities without the intent to use CapMetro service.
5. Vandalism: Calls for service related to the damage of CapMetro property.
6. Special Assignment: Incidents requiring the performance of specific tasks or duties for a designated period.
7. Suspicious Activity: Any incident, event, individual, or activity that appears out of the ordinary, unusual, or out of place.
8. Suspicious Package: Calls for service related to a package or bag that appears suspicious to the reporting party, usually left unattended.

Our dedicated team of Public Safety Ambassadors is trained to handle these situations through the collaboration of the wider public safety team, ensuring your safety and a secure transit experience with CapMetro.

More Safety Information