The SacRT organization charts from March 2026, the most recent available, include the Police Services page, below (pdf). Though the next post will be about where in the organizational structure Transit Ambassador (TA) program is housed, this one is just about TA staffing.
If you look at the long column below, you will see 31 TAs, and 13 vacant TA positions, which is a 30% vacancy rate. This is remarkably high. It is possible this is not the rate today, but the rate today is not available. When there are high vacancy rates in any agency or organization, there are generally two explanations: 1) the positions are intentionally not being filled to save money, or 2) the pay scale is too low to recruit qualified employees. I will speculate that the second is the explanation here. Though there are scattered vacancies throughout the organizational charts, they are usually one per function. Thirteen, and 30%, is very unusual.
SacRT organizational chart, police services including Transit Ambassadors
The only routine reporting to the board and public that SacRT does is the quarterly performance scorecard, which is called out in the Strategic Plan. The most recent one is below. There is an ‘Employee Engagement’ section, but there is nothing on the scorecard that indicates overall staffing levels or filling of vacant positions. Most SacRT staff and transit advocates shake their heads at the high scores SacRT gives itself, but that is an issue for another post
SacRT offers a Transit Ambassador position and program. These are the SacRT staff that riders are most likely to see on light rail. There are also private security personnel, but they are primarily at stations and not on the trains. You might on occasion see Sacramento County Sheriff’s Deputies on a train, though usually only in response to an incident. For light rail riders, Transit Ambassadors are the face of SacRT.
I am unable to find a job description for Transit Ambassador on the SacRT website, but an external website includes a job description (pdf, note the document is visually OK but internally corrupted), with excepts below.
“The purpose of this position is to provide continuous and consistent customer service to all passengers aboard light rail vehicles, at light rail stations and within light rail parking lots or other SacRT facilities. The Transit Ambassador will help resolve fare issues, address customer inquiries, assist with understanding the system routes, and handle any concerns and complaints all while maintaining a courteous and friendly attitude.”
The ‘example of duties’ list includes:
“Assists passengers with fare system issues and address any questions to help ensure payments are collected. Helps any passengers that are having difficulties using the fare system, and addresses any related complaints or questions.
Assists passengers with transfers; helps guide customers to access alternate bus or train services during regular service as well as in the event of a service disruption.
Answers passenger inquiries and maintains a courteous and friendly demeanor at all times. Maintains an expert knowledge of the bus and light rail system in order to answer all customer inquiries and provides directions when asked. Provides route, schedule and fare information to customers upon request.
Maintains vigilant watch at light rail stations and parking lots and help maintain a safe and clean environment for passengers and their vehicles. Occasionally removes and disposes of litter on trains to help maintain clean environment.
Handles customer compliments, criticisms and complaints equally with a calm and pleasant demeanor. Attempts to address customer’s issues but recognizes when issues need to be elevated to the next level of authority.
Ensures a commitment to safety through consistent and professional behaviors in performance of all job functions.
May be required to issue citations to customers that fail to pay fares and/or nuisance behavior, as well as appear in court to present evidence and testimony related to issued citations. Enters fare citation information into departmental computer system, completes required incident forms and accident reports when necessary.
Other duties as required.”
The SacRT website mentions a 3-month Transit Ambassador Training Academy, but it is not mentioned in the job description, and it is not defined anywhere that I was able to find. And it is not clear that this training is actually occurring. It seems that though most training is on-the-job, which is useful, but leads to inconsistency if it is the main training.
There was a period of time when the staff on board light rail trains were called fare checkers. That was their only function, and they were apparently instructed to not do anything else. Then the were instructed to fulfill many roles, similar to the list above. Recently, they were instructed to become law enforcement officers through the zero-tolerance policy. Note that though Transit Ambassadors are authorized to issue citations for transit rule violations, they are not otherwise trained law enforcement officers. At the 2025-10-27 board meeting, confusion among riders and transit advocates about what the ambassadors were supposed to do led to a presentation that included the slide below. However, the presentation did not resolve why the perception of TA roles was different for riders and for staff.
I believe that the fuzziness of roles is why there are so many complaints about Transit Ambassadors. The public certainly does not know their role, and it appears that the TAs also are not clear about their role.
except page from SacRT Board Agenda item 3.1, 2025-10-27 on Transit Ambassadors
Los Angeles Metro separates the roles of fare checkers and ambassadors. The description of the two positions is below. Of course Metro is a much larger and better funded agency, and it might not be possible to make this separation within SacRT.
Metro Transit Security Officers
Transit Security Officers are trained Metro employees who understand the unique needs of our system and our riders. These officers enforce the code of conduct and fare payment across the transit system, ensuring compliance and maintaining order.
Metro Transit Security Officers focus on:
Patrolling the system regularly.
De-escalating situations and maintain order and lawfulness on the system.
Enforcing the Metro code of conduct and issuing citations.
Communicating incidents directly with Metro Operations Centers, law enforcement partners, and emergency service providers.
Fare checks and enforcement.
Metro Ambassadors
Serving as additional support for riders, Metro Ambassadors assist passengers with various needs and report any issues they observe, contributing to a safer and more pleasant transit experience.
Metro Ambassadors:
Help passengers get where they need to go, providing directions and route information.
Are trained to provide life-saving medical support in emergencies.
Use the Metro-issued phone or tablet device to document issues and call Metro Security or 911 additional support in an emergency — this is why you may see them on a device.
The next post will be on where Transit Ambassadors should fit within the organizational structure of SacRT, and why the agency seems to be short so may TAs.
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