Impact Team responds at a moment’s notice to assist customers during disruption

A quick, impromptu huddle-up took place in the office of Stuart Summers, Chief Communications and Engagement Officer, on Wednesday, Jan. 8. Department managers recognized the significant impact the next week’s planned light rail maintenance would have on customers during peak morning commute time. Discussed, too, was support for RTD’s talented frontline teams in Bus and Rail Operations. 

As the agency continues to maintain the system in a state of good repair, planned rail grinding was scheduled for 4 a.m. to noon Jan. 12-Jan 14, ending light rail service at I-25•Broadway Station for the D, H, and E lines. 

Communications and Engagement swiftly curated an Impact Team employee volunteer schedule, disseminated by Summers, providing opportunities for employees to support customers at I-25•Broadway and Colfax at Auraria stations, which were served by bus shuttles. Due to the frigid winter temperatures in the morning, coffee and hot chocolate were made available for customers awaiting alternate travel options at I-25•Broadway Station. Hand warmers were also distributed.

The schedule made its way around various departments that Wednesday evening.

The call to action was heeded in rapid response! Employees who served during last summer’s Impact Team Pilot Program signed up: Denise Jewell in Cybersecurity, Cali Vialpando and Whitney Ross in Customer Care, Maria Rouco in Safety and Environmental, Gabriel Martinez and Brandon Figliolino in Community Engagement, and Betsy Hinojosa and Summers in Communications and Engagement. Providing support in addition to the original Impact Team members were Taylor Curtis of Community Engagement; Adrian Mabry, Laurie Huff, Pauline Habermanand Tara Broghammer of Communications; Dani McLean of Civil Rights; Luke Sinclare, Mike Millage, Sawyer Keeline and Ryan Hansen of Commuter Rail; Caitlin Magee of Light Rail; Jordan Trujillo of Customer Care; Gene Byron, Ruby Martinez, Jennifer Garcia, Gerry Marcaida and Rob Fadely of Treasury; and Sabina Valencia-Chavez of Facilities Maintenance.

Customers expressed their appreciation for both the team’s presence during this planned service disruption and for the opportunity to provide feedback about their experience.

Employees who volunteered were greeted warmly and worked in partnership with Light Rail Supervision, Street Supervision, and RTD’s bus and rail operators, following their leadership. Everyone demonstrated dedication to ensuring that customers made their connections and were reassured and informed.

In the spirit of immense gratitude and in the spirit of One RTD, thank you!

Interested in participating in future community, employee or community engagement activities? Continue to visit the Employee Engagement and Recognition page on the Hub.