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TO: |
Board of Trustees |
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THROUGH: |
Jay Fox, Executive Director |
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FROM: |
Nichol Bourdeaux, Chief Planning & Engagement Officer |
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PRESENTER(S): |
Megan Waters, Community Engagement Director |
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Doraleen Taulanga, Community Outreach Manager |
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Sierra Krippner, Community Engagement Specialist |
TITLE:
title
TRAX Ambassador Pilot Program Update
end
AGENDA ITEM TYPE:
Discussion
RECOMMENDATION:
Informational report for discussion
BACKGROUND:
Programs known as “Transit Ambassador Programs” are being established across the country (including in major transit agencies such as Trimet, LA Metro, MBTA and BART) and UTA has identified this model as beneficial to support riders experiencing homelessness in and around the public transit system, in addition to supporting all customers who may need assistance in connecting with and navigating the system and community. Beyond direct support to customers and riders, a similar program has the potential to improve safety and perceptions of safety onboard transit vehicles with the presence and activation of transit ambassador staff, as well as support operations in customer interactions.
In efforts to provide increased support to transit riders and communities in Utah, UTA has developed and is currently implementing a pilot program to provide outreach staff on TRAX trains in Salt Lake, known currently as the TRAX Ambassador Program.
DISCUSSION:
The TRAX Ambassador Program update will cover several areas, including pilot progress and overview, current scope of work, initial impressions and findings, and next steps.
The UTA TRAX Ambassador Program was launched publicly in February 2024 with the goals of improving perceptions of safety, customer experience, and interactions on board TRAX and supporting operations in customer interactions. Currently, ten Ambassador staff, two supervisor staff, and one community engagement specialist are supporting program implementation and evaluation.
The team currently operates on weekdays on Blue Line TRAX trains from Central Pointe to Salt Lake Central, with most time spent on vehicle, but includes some platform time. There are two shifts, one in the morning from about 6 AM-12 PM and one in the evening from about 4 PM-10 PM.
Since February, the team has logged nearly 10,000 interactions with riders on TRAX. They have offered information about UTA services, wayfinding, fares, and other general information, along with referrals and information about community resources. The team is professionally trained to support community interactions and difficult situations and provide helpful information.
The team will share specifics of the pilot program, as well as their ideas for next steps and future vision.
ALTERNATIVES:
N/A
FISCAL IMPACT:
The TRAX Ambassador pilot program is included in the Planning and Engagement budget.
ATTACHMENTS:
None