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.
SacRT photo of Sheriffs Department officersMetro photo of LAPD officer and rider
SacRT staff Lisa Hinz presented a justification for zero tolerance fare enforcement on light rail at the 2026-07-27 board meeting. She used Metro (LA country transit agency) as an example, but mis-used it in a way that contradicts her point. So, fair game, this is real information from Metro. Hinz used the photo on the left in her presentation. The photo on the right is from the Metro Safety Team page, Law Enforcement Partners. A picture is worth a thousand words. Enough said.
If you wish to look at Metro’s approach to safety, including their nine related positions, see Metro Safety Team webpage. The position descriptions are available.
This morning I rode SacRT Gold Line light rail from 16th Street to Sunrise. A SacRT Transit Ambassador (see Safety and Security page for info on the program) escalated a minor issue into a major issue, for no good reason. A woman boarded with a baby in stroller. The stroller was small, and the train car mostly empty, about eight people on board. The woman and stroller were not causing any safety problem for anyone. The woman and the stroller were not blocking an aisle, a doorway, or a handicapped area (see SacRT regulations below).
The ambassador insisted that the woman fold her stroller, and said “its the law”. After some discussion, the ambassador, said, well, you are going to get a warning. Immediately after saying this, the ambassador got on her phone to ask for law enforcement backup. Of course this sent the woman into anger, since she had just been told she would get a warning, and now was being threatened with law enforcement action.
The woman and stroller were not causing any issue whatsoever for any other passenger. It was the ambassador that decided there was a problem, and created a problem. The escalation of this incident was by the ambassador, not the rider.
Law enforcement officers boarded at Sunrise. I stated to an officer that the ambassador had escalated the situation. I do not know the outcome because that was my destination, so I got off.
So what is the regulation that the woman was supposedly violating? The sign posted is below.
So, what is PUC 99170 (6)(d)? There is no such thing. You can look at the PUC code yourself (DIVISION 10. TRANSIT DISTRICTS, PART 11. PROVISIONS APPLICABLE TO ALL PUBLIC TRANSIT, CHAPTER 3. Miscellaneous). Perhaps the sign was intended to say (a)(6) ‘Violate a notice, prohibition, instruction, or direction on a sign that is intended to provide for the safety and security of transit passengers, or the safe and secure operation of the transit system’. Since the sign does not refer to a valid PUC code, the sign is illegal, and if any citations were given based on this sign, they should be dismissed.
What this PUC code does is allow a transit district to create regulations and supporting signs IF for the ‘safety and security of transit passengers’. Given that SacRT has not made any finding, so far as I am aware, that strollers are a safety hazard for other passengers, why did SacRT suddenly decide that this was necessary? The signs are fairly new, though I’ve been out of town for much of that last two months, so I’m not sure when they were installed. I’m pretty sure they were installed because SacRT has become an enforcement-first agency, not really concerned with riders at all.
The regulation that I found, not findable through SacRT website search, but with external search, on the Laws and Rules page, “Riding in a Vehicle with Stroller/Utility Cart unless, prior to boarding, the children or goods are removed and the Stroller/Utility Cart is folded and/or stored so that it does not block the aisle or the areas reserved for persons in wheelchairs or who use mobility aids.”
I have certainly seen large strollers that don’t fit within any area on the train (by the way, SacRT made the decision to purchase ‘US ultra-short’ versions of the Siemens cars, knowing that they did not have sufficient space for bicycles or other devices).
Where does this law-enforcement-first attitude and action come from? Lisa Hinz is the SacRT Vice President for Security, Safety and Customer Satisfaction, which includes the Transit Ambassador program. She is a former police officer with the City of Sacramento Police Department. Her view of everything is authoritarian and rule-bound. Her presentations to the board have hidden information, given wrong impressions, and included outright lies. Why SacRT put a former police officer in charge of ‘customer satisfaction’, I have no idea.
Some background. When I got on the train with my bicycle, the ambassador was standing in the space reserved for bicyclists. She refused to move. So I stood with my bicycle the entire way. The ambassador had earlier talked to a woman with a shopping cart about folding. I did not hear all of that conversation, but the other woman was not threatened with a warning, nor forced to fold her shopping cart, nor removed from the train, nor subject to law enforcement. Apparently shopping carts are not considered the threat that baby strollers are.
I did not observe the ambassador to have a positive interaction with any rider. Apparently the change from ‘fare inspector’ was just a change in terminology, not a change in approach to public service. The lead illustration on the SacRT Safety and Security page is of four officers with full gear and frowning at the camera. What message does that send to riders?
Progressive transit agencies across the US have liberalized stroller policies in order to meet the needs of parents traveling with strollers. See
While other transit agencies move forward, SacRT moves backward. This policy is family-hostile. No good reason. No surprise.
CTA (see above link) has the following text. This is what a real transit agency would do.
Traveling with strollers
Children in open strollers are welcome on CTA, however we encourage parents to be considerate of other customers and adhere to these rules when traveling with a stroller.
Keep strollers clear of aisles and doorways aboard buses and trains.
If a bus or train becomes crowded, please fold your stroller to make room for others. Also, if a bus or train is crowded, a CTA employee may ask you to fold your stroller or wait for another vehicle—please follow their instructions. During certain periods of high ridership, we may require that all strollers be folded before you board.
Seniors and riders with disabilities have priority use of the Priority Seating area aboard buses and trains. If these seats are not in use, open strollers may be parked in this area to help you to keep from blocking the aisle. On buses, you may also request use of the access ramp or lift to help you board and exit.
Please yield Priority Seating areas if a rider with a disability, a senior, or a person using a mobility device wishes to board.
Children in an open stroller should be seated and secured in the stroller before boarding the bus or train. If traveling with an open stroller in a multi-level facility, please use elevators or ramps where available (strollers are never permitted on escalators). On train station platforms, position your stroller parallel to the platform edge (not facing it), use wheel locks/brakes and stay with the stroller at all times.
Getting Around Sacramento 