The L.A. Metro Transit Ambassador Program launched in fall 2022 with the goal of improving transit safety and rider experience through contracted workers known as ambassadors. Two years later, a new study from the UCLA Institute of Transportation Studies evaluated the program’s impact and outcomes. 

A Streetsblog LA article cited the study, stating that “ambassadors play a key customer service role, promoting safety for riders, and providing job opportunities for people likely reflective of the diversity of riders themselves.” The researchers involved in the study also praised the ambassadors for improvements such as keeping Narcan with them in case of overdoses. 

One recommendation from the study  was to increase the pay and benefits for ambassadors to improve retention. In July 2025, the ambassadors were transitioned from contracted workers to Metro employees, significantly improving working conditions.Given the program’s overall success, researchers suggest it could serve as a model for other transportation agencies nationwide.