Shaani McNeil : “LA Metro Ambassadors: Saving Riders and Aiding Tourists”

On a routine ride between the Washington and Firestone stations in South Los Angeles, a young woman found herself in a distressing situation. She discreetly showed LA Metro Ambassador Shaani McNeil a message on her phone that indicated she was being followed and needed help. Without uttering a word, McNeil sprang into action, communicating with the woman via text to ensure her safety without alerting the potential threat.

As the train came to a stop at the Firestone Station, McNeil and a colleague escorted the passenger to safety, where her father was waiting. Reflecting on the incident, McNeil emphasized that her primary concern was the young woman’s well-being, demonstrating the dedication and compassion of LA Metro Ambassadors.

Impressive Impact and Statistics

Between October 2022 and April 2024, LA Metro Ambassadors have assisted over 1 million individuals, dialed 911 approximately 1,000 times, and reported safety incidents through the Metro Transit Watch app on 3,700 occasions. Their swift actions have resulted in saving 215 lives, including using Narcan to revive passengers from opioid overdoses and employing CPR or suicide intervention techniques.

Metro is now looking to make the Ambassador program a permanent fixture, aiming to transition these valuable workers from contract employees to Metro staff with associated benefits. Karen Parks Sr., director of special projects for LA Metro, highlighted the positive impact of the program and the plan to bring it in-house.

Diverse Responsibilities and Engagements

A day in the life of an LA Metro Ambassador is varied and challenging, ranging from diffusing tense situations to providing directions to confused tourists. With a network of six rail lines, 108 stations, and 120 bus lines, navigating the expansive LA Metro system can be daunting for both locals and visitors.

One Ambassador, Derosalyn Johnson, shared her experience of offering reassurance and guidance to passengers, emphasizing the role of Ambassadors as friendly and knowledgeable companions during a journey. The diverse encounters, from assisting lost commuters to engaging with awe-struck tourists, showcase the pivotal role of Ambassadors in enhancing the rider experience.

Ensuring Safety and Comfort

While anxiety and safety concerns persist on the LA Metro system, Ambassadors play a vital role in providing a sense of security and assistance to passengers. Despite the challenges, their presence has been instrumental in calming jittery riders and fostering a safer environment.

As Metro increases the number of Ambassadors and enhances their training, the focus remains on prioritizing passenger safety and comfort. Surveys have indicated a positive impact on rider perception, particularly among women who value the presence of Ambassadors for added security.

Challenges and Resilience

While the role of LA Metro Ambassadors can be demanding and at times thankless, their resilience and dedication shine through in the face of adversity. From administering life-saving measures to facing challenging situations, Ambassadors like Johnson and McNeil exemplify compassion and professionalism in their daily duties.

As Johnson aptly puts it, “We are all human. We are all deserving of respect.” This ethos drives the Ambassadors to uphold the highest standards of service and care for every individual they encounter on the LA Metro system.

Through their unwavering commitment to passenger safety and well-being, LA Metro Ambassadors continue to be unsung heroes, making a profound impact on the daily commute experience for thousands of riders.