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Rail News: Passenger Rail
Valley Metro hires security support, rider assistance staff
Valley Metro yesterday announced it hired a team of "customer experience coordinators," a group of staff members stationed at busy rail platforms to support security and assist riders served by its light-rail in Phoenix and Tempe, Arizona.
The team's creation is part of Valley Metro’s Respect the Ride (RTR) program, which increased security staff, developed paid fare zones, established a code of conduct and introduced a safety and security app as part of a strategy to make the 28-mile light-rail system safer, Valley Metro officials said in a press release.
The coordinator’s role is to communicate with riders, support system safety, ensure station cleanliness and contribute to an overall positive rider experience.
“Our customer experience coordinators provide another layer of system presence and put the rider experience in focus,” said Valley Metro Chief Executive Officer Scott Smith. “They will connect with riders in a way that’s not done today, helping them to navigate the system and neighboring communities.”
Five more coordinators will be hired this fall, officials said.
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