Maryland Department of Transportation Maryland Transit Administration Emergency Metro SubwayLink Shutdown
Rossi Group provided assistance to the MDOT Maryland Transit Authority (MTA) via management and oversight of MTA Transit Ambassadors serving in customer service roles to riders affected by the Metro SubwayLink shutdown.
Customer service to all riders affected by the shutdown is paramount in preserving MTA integrity during an emergency situation. MTA contracted free shuttle bus services in addition to the existing BaltimoreLink bus options at each station provided by CityLink and LocalLink routes. The free shuttle bus program operated a local route service during normal Metro operation hours, as well as express shuttle bus services during peak hours to help expedite transportation between the highest ridership Metro stops. Rossi staff assisted MTA with the management and supervision of MTA Transit Ambassadors at each Metro station that is serving as a bus bridge along the Metro SubwayLink normal route of service.
Specific duties included management of on-site Traffic Ambassadors, assisting riders with route and bus-specific inquiries, and general assistance during peak hours of operations. Rossi provided these services as a diversity subcontractor.