Transit Ambassador Program

WeGo Public Transit (Nashville MTA) is soliciting proposals from qualified firms to design, launch, and operate a Transit Ambassador Program that provides non‑law‑enforcement staff to improve rider safety, wayfinding, and compassionate support throughout the system. The contractor will be responsible for staffing, training, supervision, partnership coordination, data collection, and ongoing program management, with an initial 12‑month term and five one‑year renewal options. Key duties include customer service, de‑escalation of low‑level conflicts, outreach to vulnerable riders, warm‑hand‑off to community resources, youth engagement, emergency assistance, and detailed reporting. The program must operate seven days a week, cover major transit centers and routes, and include an overnight mobile patrol. The vendor must submit an implementation plan within 45 days of notice to proceed and maintain compliance with federal, state, and local regulations, including DBE reporting and insurance requirements. • Design and launch a full‑time ambassador workforce (multilingual, trauma‑informed) • Provide 24/7 coverage at designated stations, routes, and onboard vehicles • Conduct de‑escalation, outreach, and warm‑hand‑off services for homeless, behavioral‑health, and vulnerable riders • Deliver training, quality‑assurance, and quarterly refresher sessions • Develop and maintain a partner network and referral protocol matrix • Supply technology for incident reporting, KPI dashboards, and privacy‑compliant data management • Submit monthly performance reports and a final implementation plan within 45 days of award.