It’s hard to make a great thing better – and the free service provided by Intercity Transit is just that! But since they always strive to improve your bus ride experience, Intercity Transit recently started the Transit Ambassador program, a new job that’s really all about you!
What Is a Transit Ambassador?
Launched in July 2025, the transit ambassador program features employees with strong customer service skills, who are compassionate and skilled at de-escalating situations. Some ambassadors have prior experience as coach or Dial-A-Lift operators.
This program revolves around bus passengers’ needs, wants and expectations. So, an ambassador needs to be people-oriented. “Ambassadors enjoy helping people, problem-solving on the fly,” shares Cameron Crass, operations deputy director. “They understand that our goal is serving the public to the best of our ability. They know that we treat our passengers and our drivers with compassion and empathy and help people navigate our system with ease and comfort.”
Responsibilities include face-to-face customer service; supporting the coach operator; addressing passenger needs behind the yellow line; and engaging in friendly conversation with bus riders. “I like this job because I get to know and understand passengers better, ensuring their safety and accessibility and knowing our presence helps the passenger feel more confident using public transit,” shares Annett Brock, transit ambassador
“These Ambassadors are willing to go the extra mile to walk with a passenger and take them from one bus to another in order to help them facilitate an effective transfer if needed,” Cameron adds. “Or if drivers are having problems on a route consistently, they can ride the bus with that operator and help calm situations and create a better, safer, more efficient transit experience.”
Transit Ambassadors Benefit Bus Riders in Thurston County
“The job was created to assist our coach operators and the public while out in the bus system,” says Cameron. “Ambassadors have the ability to assist passengers who have questions about the transit system, where transfers need to be made, and answer any other questions they may have.”
Another added benefit to bus riders is that the ambassadors’ presence on the bus routes enhances safety and security. “This will assist our coach operators as well,” shares Cameron. “When there is an ambassador on their coach, they can focus on driving, and driving safely, while the ambassador assists passengers. We have a major change coming to our routes starting in May 2026, and ambassadors will also be out in the system to help passengers navigate the whole system redesign.”
Part of the enhanced safety and security includes making sure all transit ambassadors are trained on CPR, first aid and NARCAN use. They also take multiple courses on de-escalation techniques.
“Passengers often share with me that seeing an ambassador onboard the buses makes them ‘feel better,’ ‘safer,’” shares Lois Thomas, transit ambassador. “They know there is someone onboard focused primarily on helping them have a successful transit experience.”
A Day in the Life of Transit Ambassador with Intercity Transit
Lois explains what a typical work day may look like for a transit ambassador:
A typical day includes greeting, approaching and engaging passengers. Chatting about their travel plans for the day. But could also include chatting about various other topics and concerns. I believe engaging one-on-one directly with the passengers while onboard or at street level allows passengers to feel seen, to be heard, and to feel valued. Thus, creating an enormous benefit to our passengers and to our community.
The job offers a varied work day – you will never have the same day twice! And you have the chance to meet your neighbors while providing a community service. Of course, you are there to deter policy and rule violations, but through empathy, tolerance and grace,” says Lois.
Above all, a love for all people drives each transit ambassador to do their best for each passenger. “I love my job because I get the opportunity to interact with our public, who are from very diverse backgrounds,” shares John Denicola, transit ambassador. “Getting to hear their stories, where they’re going and why. Lots of the people in our community are from other areas and hearing how and why they settled here are truly pleasant conversations. Being able to assist them with their travel needs and the gratitude they show in return is very rewarding.”
So next time you ride the bus, say “Hello,” to your Transit Ambassador. Ask them your questions and tell them if you have a concern. They are there to help you.
See you on the bus!
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