Los Angeles County Metropolitan Transportation Authority (LA Metro) has taken a groundbreaking step in transit safety by officially integrating the “Maintenance-Focused Services Department” into the Department of Public Safety. This strategic restructuring moves away from the traditional law enforcement-centric model; it embodies a comprehensive approach focused on respect, security, and tailored response methods for every situation.
Multidisciplinary Security Framework
This newly established department consolidates programs previously operated independently, such as Metro Ambassadors, Homeless Assistance and Intervention Management (HOME), and Community Intervention Specialists, into a single center. The primary goal of this integration is to provide tighter coordination and quicker response times during crises for passengers and staff. The system aims to work in full harmony with physical security teams and emergency management to offer a multifaceted solution to all kinds of incidents.
Expert Leadership and Tangible Achievements
The leadership of the new department is headed by senior executive Craig Joyce, who has over 15 years of experience in social services. Joyce, who joined the organization in 2023, has successfully managed initiatives aimed at assisting homeless individuals. Data from LA Metro in 2025 demonstrates the effectiveness of this approach; there was a remarkable 38% annual decrease in the number of homeless individuals seeking shelter within the system. LA Metro Board Chairman Fernando Dutra emphasizes that this initiative advances safety by combining mental health support and crisis intervention with law enforcement.
Active On-the-Ground Role: Ambassadors and Crisis Teams
The most visible part of the system, Metro Ambassadors, guide passengers in uniform and serve as a reassuring bridge, especially for individuals hesitant to communicate with official personnel. Conversely, the newly formed Crisis Intervention Teams consist of clinical specialists and peer counselors. These teams de-escalate behavioral health-related incidents and direct individuals toward appropriate support services. According to CEO Stephanie Wiggins, this model centers trauma-focused intervention and reduces dependency on traditional police roles.
Vision for 2029 and Regional-Based Model
Under the plan approved by the LA Metro Board, the internal public safety department is scheduled to be fully operational by the end of 2029. Using a regional deployment model, at least one crisis joint response team will be active in each operational area. These teams will proactively operate at every point from trains to stations, making LA Metro not only safer but also a more humane transportation system.
