Meeting_Body
OPERATIONS, SAFETY AND CUSTOMER EXPERIENCE COMMITTEE
JANUARY 16, 2025
Subject
SUBJECT: COMMUNITY INTERVENTION SPECIALIST (CIS) PROGRAM
Action
ACTION: APPROVE CONTRACT AWARD
Heading
RECOMMENDATION
Title
AUTHORIZE the Chief Executive Officer to award a three-year, firm-fixed unit rate Contract No. PS123774000 to Lee Andrews Group, Inc. to develop, manage, and operate a Community Intervention Specialist Program in the Not-to-Exceed (NTE) amount of $24,927,121, effective February 3, 2025, subject to resolution of any properly submitted protest(s), if any.
Issue
ISSUE
As a part of its re-imagined multi-layer approach to safety and as a complement to the Transit Ambassador Program, Metro has, over the last two years, successfully piloted embedding Community Intervention Specialists with street teams who were deployed to be a welcoming face on the newly opened K Line.
The CIS Program has made an immediate positive impact in creating a safer environment for Metro riders at K Line stations, which have subsequently seen very little criminal activity. Metro now plans to expand the use of Community Intervention Specialists across the Metro system, inclusive of the K Line.
Background
BACKGROUND
Maintaining a safe, clean, and reliable transit system is integral to improving Metro’s customer experience. On March 25, 2021, the Metro Board approved Motion 26.2 authored by Directors Bonin, Garcetti, Mitchell, Hahn, Dupont-Walker, and Solis (Attachment A), and on November 18, 2021, approved Motion 25.1 authored by Directors Bonin, Mitchell, Hahn, Solis, and Dupont-Walker (Attachment B), directing staff to reimagine the agency’s investments and approach to public safety on the transit system.
In December 2022, Metro awarded a competitive task order under the Communications Support Services Bench to the Lee Andrews Group, Inc. to develop, manage and administer Metro’s Customer Experience Street Team Program. The program deployed friendly Street Teams to greet customers and teach them how to navigate the newly opened K Line.
The program vendor identified Community-Based Organizations (CBOs) that recruited and employed Community Intervention Specialists (CIS) to provide a community-based security presence at key K Line stations. Different from traditional security, CIS staff are from the neighborhoods where they are stationed and have unique knowledge of those neighborhoods, particularly gang activity. They use their relationships with local residents and specialized training in de-escalation techniques to create a safe, incident-free environment, without introducing traditional police methods that might make local residents uncomfortable.
Community Intervention Specialists were deployed on the K line upon its opening in October 2022, while the Transit Ambassador Pilot Program contractors were in the process of staffing up. The identifiable differences between the Transit Ambassadors are focused on the broader security support, customer experience and reporting, while Street Teams provide a welcoming presence at stations and distribute materials. Community Intervention Specialists are more focused on preventing and de-escalating incidents in a community-based, safety-centered role.
Community Intervention Specialists have been working on the K Line seven days a week, from 8:30 a.m. through 8:30 p.m. Since its opening, the K Line has only had minimal (7) crimes against property, including vandalism and graffiti. Through de-escalation techniques and training, CIS members have prevented a number of safety and security incidents on the K Line.
Based upon the success of the CIS Pilot Program, Metro desires to continue the CIS program, as well as expand deployment locations to other areas of the system where gang activity might be present The initial task order is set to expire June 30, 2025. Doing this effectively required a separate competitive procurement for this program to identify a contractor who could partner with and manage CBOs with specific knowledge of the neighborhoods across the county not just along the K Line.
Discussion
DISCUSSION
The vision of the CIS Program is that it is representative of the communities Metro serves to provide a community-based security presence that would keep stations safe, while ensuring the community feels safe and comfortable. CISs also support a community-based approach to public safety by offering an unarmed response to de-escalate situations that could become more significant issues.
Staff, in consultation with Metro’s System Security and Law Enforcement Department and our Law Enforcement partners (LAPD, LASD, and LBPD), reviewed crime data related to stations impacted by gang violence, Transit Watch App incidents related to gang activity, and Customer Comments Analysis Tracking System (CCATS) reports related to gang activity, and have identified 10 stations within the Northwest, West, Central, Southeast and Southwest regions of the Metro system where expanded community intervention beyond the K Line would be valuable.
Similar to the current CIS Program, the contractor will subcontract with local CBOs with expertise working with at-risk populations and gang prevention. Under the new contract, the Contractor shall manage the following CBOs, 2nd Call, Developing Options, Able Solutions, and Homies Unidos, who will recruit and deploy 40 CIS members deployed daily at various hot spots across the system.
2nd Call is a Los Angeles-based community organization dedicated to providing support and resources to individuals affected by gang violence, incarceration, and other social
challenges. Led by Skipp Townsend, who has a long history of community activism and intervention work in Los Angeles, 2nd Call focuses on rehabilitation and reentry programs aimed at helping individuals transform their lives. Townsend's background includes extensive experience in gang intervention and violence prevention, making him a pivotal figure in the community's efforts to reduce crime and promote positive change. The organization operates out of South Los Angeles.
Developing Options is a Los Angeles-based community organization dedicated to providing at-risk youth with opportunities for personal and professional development through various programs and services. Under the leadership of co-founders Eugene "Big U" Henley and Aqeela Sherrills, Developing Options has made significant strides in gang intervention, youth mentorship, and community outreach. Both leaders bring a wealth of experience to the organization; Henley is a former gang leader turned community advocate, and Sherrills is renowned for his role in brokering the 1992 Watts gang truce. Together, they have worked tirelessly to transform lives and foster safer communities in Los Angeles.
Able Solutions Inc. is a Los Angeles-based security services organization located near LAX. They implement a unique approach that combines awareness and intervention, ensuring a strong and noticeable presence. The organization, led by Steven Echols-an expert with over two decades of experience-prioritizes hiring from the local community and providing comprehensive training to develop skilled professionals. Under Echols' leadership, Able Solutions Inc. not only enhances security but also fosters community empowerment and inclusivity, driving impactful change and offering everyone the chance to thrive.
Homies Unidos: For over 20 years, Homies Unidos has been a pioneer in promoting peace and reducing violence in predominantly Latino communities across Los Angeles. Their community-based approaches to public safety and service have successfully reduced violence in areas impacted by gangs and policing. Since its founding in 1998, Homies Unidos has served over 10,000 youth and adults through lifestyle recovery, tattoo removal, leadership development, and support for currently and formerly incarcerated individuals and their families. Homies Unidos' mission is to promote peace and reduce violence by empowering new immigrant leaders to become advocates for justice and equality in immigrant and system-impacted communities in Los Angeles and their countries of origin. Their vision is to create a just and peaceful society that promotes human rights, equality, and the empowerment of criminalized people within our immigrant communities.
As part of this new contract and under the guidance and direction of Lee Andrews Group, the CBOs will recruit CIS members who have lived experience with gangs, trauma or violence, and who bring deep cultural and community understanding necessary to build trust and de-escalate conflicts in ways traditional law enforcement or uniformed security cannot.
Determination_Of_Safety_Impact
DETERMINATION OF SAFETY IMPACT
The approval of the award and expansion of the CIS Program will positively impact the perception of public safety on the transit system. The staff recommendation will allow Metro to manage the professional services contractor through the defined Statement of Work and associated contract requirements and deliverables.
The Community Intervention Specialists will support the overall public safety ecosystem in connection with Metro’s system security, law enforcement, crisis response teams, transit ambassadors and homeless outreach.
Financial_Impact
FINANCIAL IMPACT
The FY25 Budget includes $9,280,000 under Cost Center 5420, Customer Programs and Services, Project 300077, Rail Operations - K Line, for the CIS Teams.
Since this is a multi-year contract, the Cost Center Manager, Project Manager, and Chief Customer Experience Officer will be responsible for budgeting the costs in future years.
Impact to Budget
The sources of funding are operating eligible federal, state and local resources, which are eligible for bus and/or rail operating expenses.
Equity_Platform
EQUITY PLATFORM
The RFP was issued as a competitively negotiated procurement in accordance with Metro’s Acquisition Policy and the contract type is a firm fixed unit rate. The Diversity & Economic Opportunity Department (DEOD) recommended a 38% Small Business Enterprise (SBE) goal for this procurement. Lee Andrews Group, Inc., a Small Business Enterprise (SBE) prime, exceeded the goal by making a 38.28% SBE commitment.
Additionally, the proposing contractor was required to demonstrate their awareness of the Metro transit system, its cultural and geographic diversity, and the communities Metro serves. In addition to bringing in professional expertise and cultural competency in building rider trust and comfort by handling difficult situations on Metro’s system, the CIS program also creates about 85 job opportunities for residents in Equity Focus Communities, who are prioritized for hiring through the criteria established by identified CBOs recruiting community members. Recruiting for future CIS Program staff will include outreach to communities of color, individuals with disabilities, older adults, and those facing barriers to employment, and will continue to include partnerships with CBOs to build a pipeline of qualified workers that reflect the diversity of Metro's ridership.
Implementation_of_Strategic_Plan_Goals
IMPLEMENTATION OF STRATEGIC PLAN GOALS
These recommendations will support Vision 2028 Strategic Goal #2 - Deliver outstanding trip experiences for all users of the transportation system and will support the agency’s implementation of Customer Experience Plan Goals - provide customer visibility and will demonstrate to communities that Metro is investing in improving the quality of commutes via the transit system. CIS Teams will have a workforce of trained, uniformed, unarmed personnel on the system to assist with the customer journey for Metro riders.
Alternatives_Considered
ALTERNATIVES CONSIDERED
The Board can consider not authorizing the award of the contract; however, this will directly impact Metro’s ability to deliver a CIS Program and expand proven community-based methods to keep our system safe as directed in Motion 26.2 authored by Directors Bonin, Garcetti, Mitchell, Hahn, Dupont-Walker, and Solis (Attachment A).
Next_Steps
NEXT STEPS
Upon Board approval, staff will execute Contract No. PS123774000 with Lee Andrews Group, Inc. Staff will work with Metro’s Customer Experience Department to continue to collect direct employee and rider feedback about the perception of public safety on the system and will report back to the Board on its progress and impacts in one year.
Attachments
ATTACHMENTS
Attachment A - Metro Board Motion 26.2 (March 2021)
Attachment B - Metro Board Motion 25.1 (November 2021)
Attachment C - Procurement Summary
Attachment D - DEOD Summary
Prepared_by
Prepared by: Karen Parks, Senior Director, Customer Experience, (213) 922-4612
Vanessa Smith, Executive Officer, Customer Experience, (213) 922-7009
Carolina Coppolo, Interim Deputy Chief Vendor/Contract Management Officer, (213) 922-4471
Reviewed_By
Reviewed by: Jennifer Vides, Chief Customer Experience Officer, (213) 922-4060
