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The Frontline Faces of Transit  

February 7, 2026

Jacqueline Owens, who grew up relying on public transportation and rose from bus operator to Interim VP of Bus Operations at SMART over 27 years, emphasizes the critical importance of investing in transit operators. She explains that operators must balance multiple demanding responsibilities beyond driving, including enforcing policies, ensuring passenger safety, maintaining schedules, and providing compassionate customer service to hundreds of daily riders. SMART supports its operators through an eight-week rigorous training program, the Care Program offering anonymous mental health resources, clear safety-first protocols, and advancement opportunities that help retain experienced professionals.

Who is affected

  • Bus operators at SMART
  • Jacqueline Owens (Interim VP of Bus Operations)
  • Riders throughout Macomb, Wayne, and Oakland counties
  • Families who depend on public transit
  • Principal Trainers at SMART
  • Vulnerable and elderly passengers
  • SMART colleagues and staff members

What action is being taken

  • SMART is providing an eight-week training program for operators
  • The organization is operating the Care Program to provide mental health support for stress, anxiety, and depression
  • SMART is prioritizing operator and rider safety over fare enforcement
  • Operators are enforcing policies while maintaining safety and dignity
  • The organization is providing advancement opportunities for operators

Why it matters

  • Investing in operators is the foundation for improved public transit service because supported and well-trained operators directly enhance rider experience. When operators receive comprehensive training, mental health resources, and advancement opportunities, they are better equipped to handle the complex demands of their role, from enforcing policies to providing compassionate service to vulnerable passengers. This investment creates a cycle of retention and expertise, ensuring experienced professionals who understand routes and communities continue serving riders, which is essential for families and individuals who depend on public transportation for their daily needs.

What's next

  • No explicit next steps stated in the article

Read full article from source: Michigan Chronicle