Ambassador Program Encourages Commuter
Use of Public Transit
In Brief: Over the past two years, Triangle Transit’s Ambassadors have provided on-board assistance to
nearly 250 commuters and other transit users. The program is routinely marketed to local employers
through outreach and participation in community sponsored events and has significantly enhanced the
agency’s customer service focus.
For past two years, a group of special volunteers, who are also riders, with Triangle Transit has helped
new passengers become more comfortable using the public transit system. These Ambassadors
encourage commuters and others throughout the transit agency’s three-county service area to make
more trips by transit by providing one-on-one support to potential riders.
To ensure that as many routes as possible are covered, each group of Ambassadors is selected based on
how they currently use the Durham, N.C.–area transit system. They are required to be regular riders,
riding at least twice weekly to work or other quality of life destinations. The majority are usually
commuting to work. The Ambassadors have provided nearly 250 riders with one-on-one assistance
since the program was implemented in October 2009.
When Ambassadors board the bus for their daily commute, they wear an ID badge that identifies them
as Ambassadors to the driver. They generally sit at the front of the bus, keeping an eye out for
individuals who may need assistance. If a rider poses questions at a bus stop or once on board, the
Ambassador offers to provide one-on-one assistance for the duration of that individual’s ride.
Ambassadors then submit a feedback form for each interaction that captures the specific experience.
They document the route, date, and time of the trip and note the type of assistance provided (ranging
from helping to read a bus schedule to giving specific information about vanpools, carpools, and
Emergency Ride Home programs). After a new rider receives Ambassador assistance, the individual is
given a business card that includes contact information for follow-up questions and a suggestion that
the rider provide any feedback he/she would like to share.
Prior to working with new riders, Ambassadors attend an orientation and training session, conducted by
Triangle Transit’s Community Outreach Coordinator, Eileen Philips. Training includes an overview of
Triangle Transit, basic customer service skills training, and a discussion of participant responsibilities.
During their term of service, Ambassadors also attend regularly scheduled bi-monthly meetings to learn
about any changes in transit services, and discuss relevant program information.
In return for a 6-month commitment to the program, each Ambassador receives a free 30-day regional
transit pass, photo ID, journal, and polo shirt to wear during marketing events. A maximum of 10
Ambassadors are selected for each term. At the end of each 6-month term, Ambassadors are invited to
attend a recognition meeting, where they have an opportunity to discuss their experiences.
Ambassadors wishing to serve another term are required to submit a new application at the beginning
of each term. Of the 24 Ambassadors to date, five have repeated their involvement and many others
have remained involved, serving as volunteers at various outreach events.
Triangle Transit actively markets the Ambassador program to area employers through Employment
Outreach Coordinators (EOC’s). The EOC’s work with employers to promote alternative commuting
options, such as transit, carpools/vanpools, biking, walking or telecommuting, to their employees. EOC’s
also advise employers of any applicable tax benefits for their employees who commute to work using
alternative commuting options. The proactive approach taken by the EOC’s has resulted in employers
sponsoring transportation demand management activities such as Bike to Work week and the Smart
CommuteChallenge.
Other Ambassador activities include participation in two to three monthly community events tied to
transportation access. In addition to distributing general information about Triangle Transit routes and
services, Ambassadors are on hand to answer questions about the services they provide. Philips plans to
partner with local community organizations, such as Habitat for Humanity, to further publicize the
program.
Triangle Transit takes advantage of the feedback provided by Ambassadors to continuously update and
improve the training it provides. Ambassadors are routinely required to complete a survey assessing the
impact of the information received during training. The survey asks for specific feedback regarding
available resources to share with riders and asks for suggested ways to improve the training and overall
Ambassador experience.
Philips calls the Ambassadors one of the greatest assets to the agency, “a word of mouth billboard for
our organization’s services.” She says the program has significantly enhanced her agency’s customer
service focus as a regional public transportation provider.
For additional information, visit http://www.triangletransit.org/bus/ambassador-program or contact
Eileen Philips at [email protected]; 919-485-7940.
With funding from the Employment and Training Administration, U.S. Department of Labor, and the Federal Transit
Administration, U.S. Department of Transportation, the Joblinks Employment Transportation Center connects
communities with transportation-to-work solutions. Visit us at www.ctaa.org/joblinks.
This publication was prepared pursuant to a grant from the Employment and Training Administration, U.S.
Department of Labor. The opinions and conclusions expressed herein are solely those of the authors and should
not be construed as representing the opinions or policy of any agency of the federal government. 2010