Amtrak Moves in New Direction with Addition of Volunteer Station Workers

Passengers at the East Lansing station on Harrison Road await the arrival
of a westbound train on Amtrak’s Blue Water Line, which runs between
Port Huron and Chicago. (Photos by Raymond Holt)

If you’ve ever been to the East Lansing train station, then you know just how empty it can feel before a train departs or arrives.

The location’s lack of staffing and “friendly faces” is soon to change – with a new station volunteer program launching in October. This week the Rail Passengers Association invites interested community members to celebrate the launch of the nationwide Station Volunteer Program at the East Lansing Capital Area Multimodal Gateway, 1240 South Harrison Road, from 6-8 p.m. on Friday, and from 10 a.m. to 1 p.m. on Saturday.

“The Station Volunteer Program comes down to customer experience, and providing Amtrak passengers with a service that makes them feel welcomed into the community,” said Rail Passengers Association President and CEO Jim Mathews. The Rail Passengers Association has been in existence since 1967, working to expand the quality and quantity of passenger rail in the United States. Its work is supported by over 28,000 members nationwide.

“This is a unique program that couldn’t exist without the commitment made by amazing volunteers, and we hope to expand the program to other cities throughout the U.S.,” Mathews said.

The East Lansing program, which aims to launch Oct. 1, will help fill the void left after Amtrak unstaffed stations in a nationwide overhaul of the rail network. The goal is to provide support for passengers traveling on Amtrak’s Blue Water Line, which runs daily between Port Huron and Chicago.

“We have learned that unstaffed stations leave a community without an important connection between Amtrak, and the traveling public it serves,” Carolyn Stagger Cokley, director of customer programs at Rail Passengers Association, said. “This program is designed to revive that connection. Volunteers will be available to answer questions and engage travelers in conversations regarding their past travel experiences, what to expect when they board the train, where they can get a good meal in the city, or buy a gift for the kids back home. These discussions will go a very long way to give travelers a sense of well-being and awareness as well as support local business.”

Steve Vagnozzi (left) and Josh Hamilton, members of the Michigan Association of Rail Passengers, will soon begin staffing the Amtrak station on Harrison Road to assist travelers arriving and departing from East Lansing.

Cooperative effort among several stakeholders

Volunteers will be clearly marked, wearing ID badges, safety vests and be able to answer travelers’ questions, highlight local attractions, and provide an inviting station atmosphere. The program is in partnership with Amtrak, the Michigan Department of Transportation, Capital Area Transportation Authority, Michigan State University, and the Michigan Association of Railroad Passengers.

"I am excited to begin my work as the volunteer station manager, and my hope is that we can be the smiling and helpful face of the Lansing region to the thousands of passengers coming in and out of our station every year,” said Josh Hamilton, a volunteer for the East Lansing station. “I have a passion for good public transportation, and I think a volunteer station host program will be an effective way for our region to take community ownership over this highly used station which draws students, commuters, vacationers, businesspeople, and so much more into our beautiful community."

Stagger Cokley spoke about what duties volunteers will have.

“The role of the station volunteer will be to ensure that customers and potential passengers feel welcome,” she said. “Their enthusiasm, goodwill and attentiveness can focus attention on the resources of the local community, influence repeat ridership and affect positive passenger feedback. Volunteers will become the eyes and ears of Amtrak where observations, comments and suggestions can help improve services.”

Interested volunteers will undergo a screening process, including a background check, and attend a mandatory training safety class.

East Lansing made for a good fit for the volunteer program, according to Stagger Cokley.

“The Michigan Department of Transportation (MDOT) is such a great example of what an engaged state partner can do in providing rail services to the riding public,” she said.

According to Stagger Cokley, increasing local ridership in the 2000s led East Lansing and MSU officials to see the need for a bigger, modern facility to better accommodate traveler needs. Partnering together, CATA, the city and university won a $6.28 million grant in 2012 for a new multimodal facility through the Federal Transit Administration.

The collaborative partnership between stakeholders is a big reason why the program is expected to be successful in East Lansing, according to Stagger Cokley.

“Rail Passengers, Amtrak, MARP, MDOT, CATA, and MSU were all involved from the very beginning, and all realized how important of a program this could be, and worked together to make it happen,” she said. “Rail Passengers plans to move ahead with other stations in the state of Michigan, before the end of the year, and in communities across the country.”

Interested community members can attend the volunteer open house Friday or Saturday, or email volunteer@narprail.org. In addition to this week’s open house, there will be a second open house for interested MSU students, at a later date.