Transit Safety Officer

Position Title: Transit Safety Officer

Safety Sensitive: Yes

Supervisor’s Title: Manager of Security 

FLSA Status: Non-Exempt

Department: Security

Division: Operations

Worker Category: Salary Non-Exempt Full-Time

Job Class: Service Worker

ABOUT US 

We are IndyGo, a Municipal Corporation of Indianapolis–Marion County, and we’re proud to be the largest public transportation provider in the state of Indiana. We operate transit routes throughout the county, providing millions of passenger trips a year. IndyGo is committed to expanding mobility options to improve connectivity with the company’s mission, vision, and goals.

WHO WE ARE 

As the largest public transportation provider in Indiana, we believe driving people from one place to another is much more than just moving riders: it’s about helping our riders reach their hopes and dreams, education and careers, families and friends, and health and well-being. IndyGo is focused on meeting three objectives as we operate nearly 30 transit routes throughout Marion County, and provide millions of passenger trips each year. They include protecting frontline workers, increasing ridership and prioritizing long-term stability. We are moving the city forward to become a better place of opportunity and community.

INDYGO MISSION

IndyGo's mission is to connect our community to economic and cultural opportunities through safe, reliable and accessible mobility experiences. Our vision is to be at the forefront of making Indianapolis a resilient, prosperous and equitable community for all.

Accountability: We are legally, ethically, and morally committed to utilizing all resources responsibly with integrity and transparency. 

Adaptability: We adapt to disruptions through technology, workforce and ridership innovations, so we can meet the evolving needs of our community. 

Workplace Culture: We offer an empowering workplace to meet the needs of our teammates and riders.

Compassion: We promote, embrace and value all individuals, treating each other with dignity and respect.

Communication: We value open and honest conversations with each other, our riders and the community.

Excellence: We are proud of who we are and the work we do and will continue to exceed customer expectations.

Responsibility: We will be good stewards of our resources.

Results: We make things better today than they were yesterday.

Safety: We ensure safe and secure environments.

BENEFITS WE OFFER 

• Voluntary medical, dental, and vision coverage (effective on the first of the month following 30 days of employment) 
• On-site wellness clinic for employees and their families 
• Retirement plans (401A and 457B) 
• Tuition reimbursement 
• Free IndyGo transportation for employees and their families 
• Eligibility for the Federal Loan Forgiveness Program 

POSITION PURPOSE

The Transit Safety Officer (TSO) is responsible for promoting a safe and secure environment for IndyGo customers and employees by ensuring compliance with IndyGo fare policies and assisting with on-board and station safety. This role provides a visible presence across IndyGo’s fixed-route and Bus Rapid Transit (BRT) systems, engages directly with customers, and assists in the resolution of incidents that may occur on buses, at stations, or at transit centers. The TSO serves as a proactive ambassador for safety while supporting IndyGo’s Ride Safe Program. 

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES 

To perform this position successfully, an individual must be able to perform the essential functions of the job, with or without reasonable accommodation. The company will provide reasonable accommodations to qualified individuals with disabilities, consistent with applicable law.

• Conduct fare verification in compliance with IndyGo’s self-service fare policy using handheld devices or visual inspection. 
• Actively engage with customers to educate on fare options, digital fare technologies, and proper use of IndyGo services. 
• Maintain a visible presence on busses, at stations, and at the transit center to deter fare evasion and promote a safe environment. 
• Assist in de-escalating situations involving disruptive, intoxicated, or non-compliant individuals using strong interpersonal and conflict-resolution skills. 
• Serve as the first point of contact for on-board incidents and work with IndyGo Security, Operations Control Center, and law enforcement partners as appropriate. 
• Observe and report safety hazards, suspicious behavior, and incidents in a clear and accurate manner. 
• Complete accurate and timely reports related to incidents and fare compliance. 
• Support the security administration in maintaining records of fare compliance checks and security-related incidents. 
• Respond to requests for assistance from bus operators and customers and provide guidance to ensure safe resolution. 
• Attend training on fare inspection procedures, de-escalation, and IndyGo security policies. 
• Build rapport with riders through daily interaction while upholding IndyGo’s commitment to respectful and professional customer service 
   

OTHER FUNCTIONS

• Provide support to other IndyGo departments as needed. 
• Perform other duties as assigned in alignment with IndyGo’s strategic goals.

EDUCATION AND/OR EXPERIENCE

To perform this job successfully, an individual must have the following education and/or experience.

• An associate’s degree in criminal justice, business management, health and safety, or a related field preferred.
• At least two (2) years of experience in a customer-facing role such as security, transit operations, hospitality, or community engagement preferred. 
• Prior experience in fare enforcement, security, or public safety responsibilities is preferred. 
• A valid Indiana driver’s license is required. 

KNOWLEDGE, SKILLS, AND ABILITIES

The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily.

• Demonstrated verbal communication and interpersonal skills with the ability to interact effectively in one-on-one and group settings. 
• Ability to remain composed while engaging with customers in high-stress or confrontational situations to gain compliance using verbal de-escalation techniques. 
• Familiarity with fare inspection procedures, handheld verification devices, and digital fare technology is preferred (training provided). 
• Demonstrated ability to observe situations accurately, assess risk, and take appropriate action. 
• Comfortable working independently in a mobile environment and managing time effectively across multiple assignments. 
• Ability to document incidents and prepare reports that are factual, clear, and concise. 
• Commitment to upholding IndyGo’s values of safety, accountability, respect, and professionalism. 

PHYSICAL DEMANDS

To perform this position successfully, an individual must be able to perform the essential physical functions of the job, with or without reasonable accommodation. The company will provide reasonable accommodations to qualified individuals with disabilities, consistent with applicable law.

• Regular on-site attendance is an essential function of this position due to the need for in-person collaboration, operational support, hands-on infrastructure management, and training and development activities. This role is designated as fully onsite and is not eligible for remote work. 
• Position may require an individual to travel in a