On the Ground, In the Community: A Ten-Year Journey with METRO’s Street Team
By Kaila Contreras-Aradillas
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December 04, 2025 (Houston Style Magazine) — For ten years, the METRO Street Team has been one of the most trusted, consistent faces riders encounter across the Houston region. Long before the first morning buses rolled out or service updates hit inboxes, the Street Team was already in the field—meeting riders where they are, offering guidance, comfort, and clarity through some of METRO’s biggest moments.
What began as a small group of energetic summer interns has grown into a decade-strong program woven into the fabric of METRO’s customer service mission. And today, as the Street Team marks its 10-year anniversary, their story stands as a testament to dedication, resilience, and community connection.
A Team Built for Change
In 2015, METRO implemented one of the most significant service changes in its history: the New Bus Network. To help riders navigate the new system, the agency needed a real-time, face-to-face way to communicate changes.
Tanya McWashington, Chief Administration Officer, and one of the few who helped kick-start the Street Team, remembers the urgency to get this new program started.
“The magnitude of this service change required a more direct, attention-grabbing approach. We needed people to really pay attention,” McWashington said. “Their presence provided not only information but reassurance during a time of significant transition.”
From the start, the Street Team set the tone for what customer-first support looks like. In the heat of summer, team members arrived at 3 a.m. and 4 a.m., to hand out service-change materials directly to riders and stayed into the evening to support late-shift workers.
A Different Kind of Customer Engagement
Unlike traditional Public Engagement staff, who focus on relationship-building, the Street Team provides immediate, real-time support across the system—on buses, at shelters, at transit centers, and anywhere riders need them.
Kayona Bastian, Public Engagement Project Manager and Street Team Manager, said the Street Team’s presence is especially needed to provide that human connection.
“They offer that personal touch with our riders. They make riders feel seen and valued… ensuring METRO hears the community’s voice directly,” Bastian said. “Their presence shows that METRO isn’t just about buses and trains—it’s about people, relationships, and shared journeys.”
Becoming Part of METRO’s Culture
Though part-time, Street Team members are fully embedded into METRO’s outreach efforts. Training, team building, and agency communication ensure they remain aligned and informed.
Former Street Team member—and now Public Engagement Manager—Wilfredo Santamaria still considers his Street Team experience foundational.
“At the time, I was looking for a job—even if it was temporary—so I didn’t think I’d be at METRO longer than a few months. And here I am 10 years later,” Santamaria said.
Frontline Through Houston’s Big Moments
Over the past decade, the Street Team has represented METRO in some of Houston’s largest events:
Super Bowl LI NCAA Men’s Final Four (2016 & 2023) Multiple World Series events and parades Major cultural celebrations and downtown festivals During emergencies, their role becomes especially critical. During the pandemic, members distributed service updates from inside personal vehicles at Park & Ride lots to ensure healthcare workers received accurate, up-to-date information.
“Whether it’s service changes or weather emergencies, Street Team members provide immediate support that strengthens the community’s confidence in METRO,” Bastian said.
The People Behind the Program
The Street Team’s strength lies in its people—students, retirees, bilingual communicators, full-time professionals, and former operators. Their diversity enables them to connect authentically with Houston’s riders.
Current member Keonte Sowunmi, a finance student at Houston City College, has been with the Street Team for a year. He says the experience changed his understanding of METRO and of his community needs.
The Street Team became more than just a part-time job for Sowunmi, it became a mentorship.
“I would likely be lost without the guidance provided by the team,” Sowunmi admitted. “Every conversation I’ve had has been filled with wisdom. I feel comfortable asking for advice and receiving support in return.”
And that support has shaped his future goals.
“I believe I’ve been given an opportunity,” Sowunmi said. “And it’s up to me to make the most of it. I’m grateful for this chance.”
A Decade of Service, A Future of Possibility
Ten years in, the METRO Street Team is more than a group of part-time employees—it’s a symbol of METRO’s commitment to meeting riders where they are, listening to their needs, and helping them navigate a growing and evolving transit system.
The Street Team has helped Houston move forward for a decade. And their story is only just beginning.
“I hope the Street Team continues to be a source of insight for our riders and the community,” Santamaria said. “I hope to see it become a model for other entities looking for effective strategies to engage with the community.” More info, go to: RideMetro.org
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