St. Clair County Transit Ambassador Program Seeks to Improve Rider Experience

In 2019, the St. Clair County Transit District (SCCTD) launched a “Transit Ambassador” program aimed at enhancing service and growing ridership. Since then, Transit Ambassadors have ridden MetroBuses and MetroLink trains throughout the Illinois portion of the transit system. They also regularly travel on SCCTD’s MetroBikeLink trails.

Transit Ambassadors are both a friendly face and a helping hand to the general public using transit or the trails. Ambassadors answer questions, distribute surveys, evaluate cleanliness of transit stops and trails, report service or infrastructure deficiencies, and much more.

For the St. Clair County Transit District, the Ambassadors are crucial staff that serve as both the eyes and ears of the agency. “Transit Ambassadors are vital to the St. Clair County Transit District because they serve as the friendly, on-the-ground presence that riders can rely on – addressing concerns in real time, building trust, and ensuring every rider feels safe, heard, and supported throughout their journey,” says Ken Sharkey, Managing Director of the St. Clair County Transit District.

For the Ambassadors, the position is rewarding as it allows them to see just how important public transit is for so many people in the region. Don Hill, Transit Ambassador, notes “There are a lot of people who use our services, and they are dependent on us to provide reliable transportation.” Whether transit riders are going to school, work, running errands, or traveling for any other reason, it is the goal of SCCTD and the Ambassadors to ensure they have a smooth, enjoyable experience.

Willie Drisdel, Transit Ambassador, benefits greatly from his previous experience as a MetroBus operator. His knowledge of the system helps him anticipate where and when riders might experience issues, allowing SCCTD to be proactive instead of reactive in addressing rider concerns. “Helping people and seeing firsthand the work and efforts put in being beneficial to our riding customers and surrounding communities is rewarding on both a professional and personal level,” says Drisdel.

While on a transit vehicle or the SCCTD MetroBikeLink, you may observe the Transit Ambassadors at work on the system. Next time you see an Ambassador, take a moment to speak with them and thank them for their work to improve our transit system, one rider, one stop, one conversation at a time.