Transit; Platform & Rider Outreach) Ambassador - BRTA

Job Category: Operations

Requisition Number: TRANS
006371

• Posted :
  August 14, 2026
• Full-Time
• On-site

Showing 1 location

• Pay or shift range: $21 USD to $22 USD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Hourly Wage Range: $21.00 - $22.00

Knowledge and

Experience:

• High School Diploma or equivalent.
• Ability to work without direct supervision.
• Ability to read, write and speak English.
• Ability to work flexible schedules that may include nights, weekends, and holidays.
• Must have a valid MA driver license with clean driving record.

Skills:

• High level of attention to detail.
• Effective communication skills, both written and oral.
• Strong organizational planning skills.
• Strong practical skills.
• Strong analysis and problem-solving skills.

Key Accountabilities:

• Actively engage with riders on platforms, in stations, and onboard vehicles to provide assistance and directions.
• Answer questions regarding routes, schedules, fares, and system services.
• Support riders with trip planning and way finding, including use of mobile apps and kiosks.
• Provide assistance to seniors, individuals with disabilities, tourists, and other riders needing additional support.
• Promote awareness of transit programs, service changes, and improvements.
• Educate riders on system policies, fare payment procedures, and safety guidelines.
• Participate in outreach campaigns, events, and community engagement initiatives.
• Distribute informational materials and resources.

Safety & Environment Support

• Maintain a visible presence to enhance perceived and actual safety across stations and platforms.
• Observe and report safety concerns, suspicious activities, or maintenance issues.
• Support de-escalation of minor conflicts using customer service and communication skills.
• Coordinate with transit police, operations staff, or emergency services when necessary.

Data Collection & Feedback

• Gather rider feedback, insights, and concerns to inform service improvements.
• Document interactions, observations, and incident reports as required.
• Support surveys and data collection efforts to assess rider experience.

Operational Support

• Assist during service disruptions by providing real-time information and directing passenger flow.
• Help manage crowds during peak hours, events, or emergencies.
• Collaborate with operations and customer experience teams to ensure consistent messaging.

Travel Training

• Conducts rider travel training on various modes including bus and community shuttle/ microtransit.
• Develops a level of confidence in transitioning Paratransit riders to bus services.
• Assists with the marketing outreach and launch of new service initiatives (i.e community shuttle/ microtransit)

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of the job.

Reasonable accommodation may be requested to enable individuals with disabilities to perform the essential functions.

All roles may entail, to varying extents, the following physical demands:

• Long periods (potentially exceeding 8 hours per day) of walking, standing, sitting, bending, pushing, pulling, climbing, lifting, balancing, stooping, twisting, squatting, handling materials, repetitive hand-wrist motions, and traversing uneven surfaces;
• Exposure to both extreme heat and cold;
• Exposure to loud noises, fumes, and airborne particles;

In addition to the above demands inherent in every role, the following roles may entail unique physical demands, including:

• Operators/Drivers may work inside or outside vehicles and may operate vehicles for over 8…