TO: AC Transit Board of Directors
FROM: Salvador Llamas, General Manager/Chief Executive Officer
SUBJECT: New and Abolished Classifications
ACTION ITEM
AGENDA PLANNING REQUEST: ☐
RECOMMENDED ACTION(S):
Title
Consider the adoption of Resolution No. 26-024 approving the new classification of Transit Ambassador and the abolishment of the Bus Rapid Transit (BRT) Platform Agent classification.
Staff Contact:
Emily Sutkus Cruz, Director of Human Resources
Body
STRATEGIC IMPORTANCE:
Goal - High-Performing Workforce
Initiative - Employee Recruitment, Training and Retention
Classification specifications serve as a foundation for recruitment and retention strategies, workforce development, and compensation determination.
BUDGETARY/FISCAL IMPACT:
There is no fiscal impact associated with the adoption of the new Transit Ambassador classification or abolishment of the BRT Platform Agent classification. The proposed classification action will not result in an increase to the District’s authorized headcount or labor budget.
BACKGROUND/RATIONALE:
Staff recommends approval of the new Transit Ambassador classification specification and the abolishment of the BRT Platform Agent classification. These actions are proposed to address current and evolving operational and customer service needs and to better align District resources with evolving service priorities.
The BRT Platform Agent classification was originally presented to and approved by the Board of Directors on October 23, 2019, through Resolution No. 19-034. The adoption of the classification coincided with the implementation of the District’s Tempo Bus Rapid Transit (BRT) service. The BRT Platform Agent role was established specifically to support Tempo operations by providing customer education and outreach, wayfinding assistance, and information regarding the fare payment system to riders along the Tempo service corridor.
As the District’s operational and customer service needs have evolved, staff identified an opportunity to expand this type of customer-facing support beyond the Tempo corridor. The proposed Transit Ambassador classification provides a broader structure that allows employees to be deployed throughout the District’s service area to provide riders with education, information, wayfinding assistance, and other customer support. This expanded approach will provide the District with greater operational flexibility while supporting more consistent, visible, and accessible customer experience across the transit system. In doing so, the proposed classification directly advances the Board’s priorities of Rider Experience and Satisfaction and Organizational Effectiveness by improving the District’s ability to connect with riders and deploy customer-facing resources effectively.
As part of the classification development process, Human Resources staff reviewed comparable ambassador classifications at agencies including Los Angeles County Metropolitan Transportation Authority (LACMTA), San Francisco Municipal Transportation Agency (SFMTA), Sacramento Regional Transit District (SacRT), Santa Clara Valley Transportation Authority (VTA), and Tri-County Metropolitan Transportation District of Oregon (TriMet). The review demonstrated that the use of ambassador classifications to provide customer-facing education, information, and system support is consistent with practices utilized by most peer transit organizations.
In developing the proposed Transit Ambassador classification, staff engaged key stakeholders across the District. The General Manager/CEO, Assistant General Manager, External Affairs and Customer Experience, Human Resources, and Labor Relations worked closely with ATU Local 192 leadership and sought input from incumbent BRT Platform Agents to inform the development of the new classification. The proposed Transit Ambassador classification is being assigned the same salary as the BRT Platform Agent classification.
ADVANTAGES/DISADVANTAGES:
The adoption of the proposed Resolution will better align the District’s classification structure with current and evolving operational and business needs. The proposed change also supports consistency with industry practices and provides a broader classification structure that enhances workforce flexibility and supports career development, internal promotional opportunities, and succession planning.
No disadvantages associated with the proposed classification action have been identified.
ALTERNATIVES ANALYSIS:
The alternative is to retain the existing BRT Platform Agent classification without modification; however, this alternative is not recommended. The current classification was developed specifically to support the District’s Tempo BRT service and no longer fully reflects the District’s broader operational and customer service needs. Retaining the existing classification would limit the District’s flexibility to deploy employees more broadly throughout the service area and be less responsive to the Board’s priorities of Rider Experience and Satisfaction and Organizational Effectiveness.
PRIOR RELEVANT BOARD ACTION/POLICIES:
Resolution No. 19-034.
ATTACHMENTS:
1. Resolution No. 26-024 and related exhibits.
Prepared by:
Anne Kennedy Hayes, Human Resources Manager
In Collaboration with:
Claudia Burgos, Chief External Affairs Officer
Nichele Laynes, Director of Marketing, Communications and Customer Service
Approved/Reviewed by:
Paul Kincaid, Assistant General Manager/Chief Executive Officer
Aimee L. Steele, General Counsel/Chief Legal Officer
Salvador Llamas, General Manager/Chief Executive Officer