Transit Safety Ambassador

Location: 415 North Zarfoss Drive York, PA 17404

Pay: $24.00 per hour

Paid Weekly

Full Benefits Package (Health, Dental, Vision, Simplified Employee Pension, Paid Holidays, Paid time off, Company provided life and disability)

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:

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.

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 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.

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.

Must possess valid motor vehicle operator's license that is not under suspension or revocation.

The Authority is an Equal Opportunity Employer.