GoTriangle presents transit ambassador program as Orange County adopts FY2026 transit work plan

GoTriangle representatives presented the organization—s Transit Ambassador program to the Orange County Board of Commissioners during the board—s April 15 meeting, describing on-board ambassadors, crisis-intervention partnerships and plans to add staff. After the presentation the commissioners voted to adopt the county—s FY2026 Transit Annual Work Program.

The Transit Ambassador presentation, led by Jimmy Price, GoTriangle director of safety and security, described ambassadors as visible customer-service staff who ride routes, conduct "interventions" to build trust, connect riders to resources and work with a network of partners including crisis response teams, law enforcement, shelter outreach and community agencies. Price said the program aims to increase both rider safety and rider confidence in the system and to connect unhoused riders with shelter and services.

Tasha Hargrove, a GoTriangle transit ambassador and outreach specialist, described on-bus outreach work and gave an example in which an ambassador provided a shelter referral that led to an individual getting a shelter placement that night. GoTriangle presented partner endorsements, including a citation from Kelsey Moseley, identified in the presentation as director of crisis and homeless services at Haven House in Raleigh: "Having someone on board your buses provides a sense of safety while offering assistance and resource information to youth and young adults who are unhoused and living in an unsafe environment," the slide attributed to Moseley said.

Price told the board the program began regional coordination in May 2023 and that it has expanded to involve more than a dozen regional partners and transit agencies. He said North Carolina—s 2024 PIT (point-in-time) count recorded about 11,626 people experiencing homelessness. GoTriangle has modeled its approach after other agencies and seeks to measure success by rider experience metrics such as rider surveys, customer engagement and information-sharing with partner agencies.

Commissioners asked how often encounters with riders experiencing homelessness became public-safety incidents. Price answered that the percentage is "low" now after training and de-escalation work for operators, and that law enforcement involvement occurs "only when absolutely necessary." Commissioners also asked whether the program has on-board mental-health clinicians; Price and Hargrove said there is currently one ambassador who rides frequently and that the program relies on crisis partners to respond when clinical intervention is needed. Price said GoTriangle—s board has approved funding to add two more transit ambassador positions to the program.

Following the presentation, County staff opened the public hearing and the board considered adoption of the FY2026 Annual Transit Work Program. Commissioners asked staff to examine mobility-on-demand hours, noting that some agencies that provide family- or youth-serving programs operate evenings and weekends and may need extended transit service. Staff said mobility-on-demand is funded by the Article 43 transit sales tax revenue and that the department can produce cost estimates for extended hours and evaluate operating-model implications. Commissioners voted to adopt the FY2026 Transit Annual Work Program by voice vote (recorded in the minutes as unanimous at the vote).

Why this matters: Orange County transit officials framed the Transit Ambassador program as a non-enforcement, service-first approach to rider safety and outreach to people experiencing homelessness, while the county—s adoption of the FY2026 work plan gives staff the authority to pursue the routes, schedules and funded service priorities reflected in the program.

Looking ahead: GoTriangle and county transit staff said they will provide follow-up information on options to extend mobility-on-demand hours, a heat-map of ridership and corridors where ambassadors are deployed, and schedules for the two additional ambassador positions the GoTriangle board authorized.

Speakers quoted or referenced in this article are drawn from the meeting record and are listed in the article—s speakers section.