An inside look at the Calgary Transit Ambassador Program

Picture yourself stepping onto the CTrain for your daily commute. In a sea of faces, you catch the eye of another rider who gives you a friendly smile and warm greeting.

You wonder for a moment if you’ve met this person before, as you’re taken back by their kindness.

A quick glance at their red vest and you realize they’re no stranger, they’re part of Calgary Transit’s Ambassador program.

This dedicated team of over 50 people spend their days helping Calgarians feel safe and welcome while riding the CTrain or waiting at stations. From giving directions and fare information to managing service disruptions and sparking conversations, the Transit Ambassadors help customers navigate routes and solve problems.  

Joevis Sumpter is the Supervisor and Lead of the Transit Ambassadors and has been a part of the team since it started in 2022. As part of The City’s larger Public Transit Safety Strategy, the ambassadors are trained to create a safe and welcoming environment to help reduce the number of incidents.

“Our main thing is to enjoy people and have positive interactions. We’re ensuring that they’re safe and well taken care of,” explains Sumpter. “The program was designed to improve a sense of safety on Calgary Transit and also to rebuild our community trust between our riders, our drivers and transit overall.”

While the team isn’t tasked with checking fares or enforcing bylaws, their job is to make people feel safe with a visible presence and support riders when they need it.

“If someone is in trouble, they’re welcome to come to us and we will provide them with safety resources by removing them from the situation and asking for the Peace Officers to come and intervene,” he explains. “We’re there to give a helping hand and guide them where they need to go.”

As the program celebrates its two-year anniversary, Sumpter says it’s clearly having a positive impact on riders. While his top priority is keeping people safe, he’s also known for his friendly fist bumps and smiles.

“In our day-to-day travels, we get a lot of feedback sharing that people are happy we’re there, in case they are lost or have any questions,” says Sumpter. “If you want to tell a joke to us, we’re there to listen and share and swap jokes. Anything you want to discuss, we’re there for you,” he adds.  

Nik Vig recently joined the team after working as a Calgary Transit Shuttle Bus Driver and loves having the opportunity to help people and make an impact.

“I’ve been with the team for over six months now, and I’m loving every second of it,” says Vig. “The idea is that we are doing one interaction at a time to try and build the sense that our riders are important to us, and they matter.”

“I remember there was a lady by herself during one of the service disruptions late in the evening. It was kind of cold and English wasn’t her first language – a definite barrier in communication. I walked her away from the platform, up the walkway, all the way to the shuttle and stood with her until the bus came so she felt better,” he adds.

“Before leaving, she said I reminded her of her son. That’s something that makes all of this so worth it in terms of the experiences we’re able to provide for people. So that stood out with me. And the hugs and the smiles of course, every day. I love it.”  

Candice Mann also joined the ambassador team after working for Calgary Transit as a driver for 13 years and is known for handing out stickers and tattoos to riders.

“I love to make people happy. Helping somebody get to where they have to go makes my job worth it,” she explains. “When I see somebody on their phone and they’re looking at a map, I stop and ask if they need directions to get somewhere.”

Above all, she agrees interacting with people is the best part of the job.

“We helped a lady who moved here from up North and had nowhere to go, no job or anything. She had a shopping cart full of all her personal belongings. She was so upset and didn’t know what to do – everyone had turned her down. We told her about The Alex Centre and escorted her there, and to this day I have not seen her again.”

Calgary Transit Ambassadors work multiple shifts between 6:30 a.m. and 9 p.m. every day and can be found at CTrain stations or riding the system.

For more information on Calgary Transit’s commitment to safety, visit Calgary.ca/TransitSafety