MARYLAND TRANSIT ADMINISTRATION INTRODUCES CUSTOMER SUPPORT TEAM AND NEW PUBLIC DASHBOARD TO ENHANCE RIDER EXPERIENCE
CARE Ambassador Team and Interactive Safety Dashboard to Provide Riders
with Information to Travel with Confidence
BALTIMORE, MD (August 12, 2025 – The Maryland Department of Transportation Maryland Transit Administration (MTA) today announced the launch of its new Customer Assistance and Rider Experience (CARE) Ambassador Team and a new Safety and Security Dashboard which provides insight into incidents occurring throughout the transit system. These initiatives are part of the agency’s ongoing commitment to deliver a safe, welcoming and customer-focused transit experience for all.
“The safety of our riders and employees will always be our top priority,” said Maryland Transit Administrator Holly Arnold. “The CARE Ambassadors and Safety dashboard work together with other agency tools, including the Code of Conduct and See Say app, to provide a comprehensive safety approach across the transit system.”
The CARE Ambassadors will provide a friendly, highly visible presence on the system. Beginning on September 1, these ambassadors will engage with riders on the Metro Subway and Light Rail system to assist with trip planning and navigation, provide service information, explain fare and payment options and answer questions. CARE Ambassadors will be trained in de-escalation techniques, allowing them to enhance the rider experience by proactively resolving minor issues while also promoting respectful behavior in conjunction with the agency’s Code of Conduct.
The Safety and Security dashboard presents metrics commonly used by transit police departments and public transportation agencies nationwide. Reporting the total number of serious crimes and closed cases, also known as clearance rates, provides riders and stakeholders with transparent data and valuable context for the safe environment MTA provides on its nearly four million trips every year.
The data reflects reductions in Part 1 violent crimes, which includes robbery, assault and homicide, among other serious crimes in both 2024 and 2025. Clearance rates reflect the number of crimes solved per year - and are a critical measure of effectiveness, reflecting the ability of police to solve crimes, bring closure to victims and deter future criminal activity. Over the last two years, the department cleared 76% of serious crime cases. The MTA continues to see positive safety indicators this year, even as ridership grows – suggesting ongoing efforts to enhance transit security are working.
Using a combination of community engagement, high-visibility deployments, station patrols, bus and train vehicle checks and behind the scenes policing, the MTA Police work diligently every day to prevent incidents, respond quickly to concerns and create a transit experience where riders feel safe.
MTA Police will continue their strong collaboration with Baltimore City Police, Baltimore City School Police, the Baltimore City Department of Juvenile Services, the Mayor’s Office of Youth Violence and other community organizations and surrounding jurisdictions to keep MTA’s system safe for riders.
The CARE Ambassadors and Safety and Security Dashboard are the latest steps in the agency’s broader effort to improve the rider experience. In October 2025, the agency launched the See Say mobile app which enables riders to discreetly report safety concerns and communicate directly with MTA Police. Last year, MTA also implemented a rider code of conduct and implemented a policy to ban individuals who physically or verbally assault riders or employees.
The Maryland Transit Administration is one of the largest multi-modal transit systems in the United States, and operates local and commuter buses, Light Rail, Metro Subway, MARC Train Service, and a comprehensive Mobility paratransit system. The goal of the Maryland Transit Administration is to provide safe, efficient, and reliable transit across Maryland with world-class customer service. To learn more, visit mta.maryland.gov, check us out on Facebook or YouTube and follow us on Twitter/X and Bluesky Social.
MEDIA CONTACTS:
Courtney Mims
Office: 410-767-8367
Cell: 667-392-0157
cmims@mdot.maryland.gov
Paul Shepard
Office: 410-767-3935
Cell: 443-622-4181
pshepard@mdot.maryland.gov
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