LOS ANGELES (CNS) – Metro Monday launched a new division of its Department of Public Safety, overseeing programs such as ambassadors, homeless outreach and intervention specialists.
Officially known as the Care-Based Services Division, the division will work in close coordination with the department’s other teams that oversee law enforcement, code of conduct enforcement, physical security and emergency management.
Craig Joyce, a 15-year licensed clinical social worker, will lead the division as the senior executive officer. He will report directly to Metro Chief of Police William Scott and emergency management officials.
Joyce joined Metro in 2023 and led the agency’s homeless outreach initiative, which officials say has resulted in a 38% year-over-year reduction in homeless individuals seeking shelter on the system, according to data from the 2025 Metro point-in-time count.
“Today marks a significant step forward in Metro’s promise to deliver a holistic public safety model that includes mental health support, crisis intervention, outreach to vulnerable populations on our transit system alongside law enforcement,” Metro Board Chair and Whittier Councilman Fernando Dutra said in a statement.
The Care-Based Services Division will manage Metro’s Ambassadors Program, crisis response teams, Outreach Management and Engagement program and community intervention specialists.
Metro ambassadors are a uniformed presence who are sent out across the bus and rail system with a focus on customer support, wayfinding and helping riders feel safe.
HOME and community intervention specialists are intended to respond to mental health crises or vulnerable individuals through a so-called “multidisciplinary, care-first approach.” These teams focus on de-escalation and connection to appropriate services, and working with sworn officers when needed.
“Metro is leading the way in creating a new approach to public safety for transit,” Metro CEO Stephanie Wiggins said in a statement. “This new path is built on the hard work that’s been done across the agency to make Metro cleaner, safer and more welcoming for all riders. Now we are bringing together the care-based groups that Metro has piloted, and we know are effective, under one strong, unified vision.”
In June 2024, the Metro Board of Directors unanimously approved the creation of an in-house public safety. The transit agency expects the Department of Public Safety to be fully operational in 2029, deploying its own hired and specially trained law enforcement officers in the field alongside ambassadors, homeless outreach and crisis intervention staff through the zone- based deployment model.
Each zone will have at least one crisis co-response team to respond to calls and do proactive engagement on board trains, buses and at Metro transit stations, according to officials.
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