The Maryland Department of Transportation Maryland Transit Administration (MTA) has launched its Customer Assistance and Rider Experience (CARE) Ambassador Team and a new Safety and Security Dashboard, which provides insight into incidents occurring throughout the transit system as part of the agency’s ongoing commitment to deliver a safe, welcoming and customer-focused transit experience for all.

“The safety of our riders and employees will always be our top priority,” said MTA Administrator Holly Arnold. “The CARE Ambassadors and Safety dashboard work together with other agency tools, including the Code of Conduct and See Say app, to provide a comprehensive safety approach across the transit system.”

The CARE Ambassadors will provide a friendly, highly visible presence on the system. Beginning on Sept. 1, these ambassadors will engage with riders on the subway and light-rail system to assist with trip planning and navigation, provide service information, explain fare and payment options and answer questions. CARE Ambassadors will be trained in de-escalation techniques, allowing them to enhance the rider experience by proactively resolving minor issues while also promoting respectful behavior in conjunction with the agency’s Code of Conduct.

The Safety and Security dashboard presents metrics commonly used by transit police departments and public transportation agencies nationwide. The data reflects reductions in Part 1 violent crimes, which includes robbery, assault and homicide, among other serious crimes in both 2024 and 2025. Clearance rates reflect the number of crimes solved per year—and are a critical measure of effectiveness, reflecting the ability of police to solve crimes, bringing closure to victims and deterring future criminal activity. During the past two years, the department cleared 76% of serious crime cases.

The dashboard follows the Federal Transit Administration's release of the Transit Moves America dashboard in July, which provides more readily available access to safety, security and performance data for public transit systems across the country.