Transit Customer Safety Officers and Safety Response Team Services

The Vendor is required to provide transit customer safety officers and safety response team services.
- Provide on-site Customer Safety Officers (CSOs) and Safety Response Team members (SRTs) on a regular basis up to seven (7) days a week for agency passenger facilities, bus lines, MAX light rail lines, and for agency special event service locations, as directed by the agency Director of Security, or their designee.
- Provide safety and security services for special events. This includes planned events (parades, festivals, races, etc.) as well as unplanned events (protests, etc.).
- Identify broken or damaged agency equipment or property and report those observations to agency and document as necessary.
- Interact with all riders, welcoming them when appropriate and answering questions when asked. Interact, both proactively and reactively with riders, respond to quality of life issues.
- In case of emergencies, be responsible for communicating a comprehensive description of the incidents and any person involved to emergency responder personnel.
- Utilize provided de-escalation training to mitigate potential or actual conflict whenever possible.
- Identify ongoing issues or trends related to use of the system, including safety and security. Effectively communicate these trends to management in an effort to continue to create a safe and welcoming system for all.
- Because customer service is of utmost importance to agency, represent a pleasant, helpful demeanor to transit riders and to the community