CTA to pilot non‑law‑enforcement ambassadors, highlights security partnership with CPD

Acting President Nora Lierz told the Chicago Transit Authority board on July 9 that CTA will pilot non‑law‑enforcement ambassador programs to bolster safety and customer experience on the system.

Lierz said the agency will test two approaches: a customer‑experience ambassador role focused on de‑escalation and rider engagement, and a crisis‑response model aimed at connecting people to social‑service resources. The pilots will begin on a small scale, informed by input from community organizations and advocacy groups. An RFP for external partners will be issued in the coming months and CTA staff will form an external/internal advisory group to assess effectiveness and gather feedback.

Lierz emphasized that the CTA’s longstanding partnership with the Chicago Police Department remains central to security work and that a joint announcement with CPD about upgrades to the decision support center — which integrates CTA cameras into CPD operations — is planned. She said the pilots will be deliberately scoped to clarify how they differ from prior initiatives and that CTA will coordinate with the mayor’s office and community partners.

Board members welcomed the pilots but urged clear communications and distinct objectives. Several directors asked that the pilot not simply rebrand existing private security resources, to handpick partner organizations where appropriate, and to study other cities’ models to capture lessons learned. Lierz said CTA has already been consulting with peer agencies and will continue that work while shaping the RFP and pilot evaluation criteria.

Next steps: CTA will issue an RFP, convene stakeholders and return with pilot details and evaluation metrics. Directors requested that staff clearly describe how the pilot differs from prior programs and what measures will demonstrate success.