More than 1300 Santa Clara Valley Transportation Authority (VTA) frontline employees have completed a new training program aimed at helping them better navigate difficult situations in the field. And the employee feedback is positive.

The SolutionPoint+ award-winning de-escalation training is offered in alignment with the federal transportation law and is  a key initiative to improve safety for both employees and passengers while addressing mental wellness needs.  The 8-hour training program started in August 2024 and is required every 3 years.

The training equips frontline employees with critical verbal and non-verbal communication skills, active listening techniques and conflict resolution strategies. It also provides mental wellness and resiliency recommendations to ensure our workforce is best prepared to manage confrontations with passengers and reduce the risk of assaults.

While the skills built in this training serve operators and other frontline employees well on a daily basis, the high-profile events coming to the San Francisco Bay Area in 2026, including Super Bowl 60 and the FIFA World Cup games, can present higher-stress situations, where all transit employees will need stronger ways to deal with those situations.

Feedback from those who have taken the training has been extremely positive:

“These guys are pros. Great training that can be applied to work life and personal life. Best training course I’ve had in my 26 years with VTA.”

“You guys are exactly the facilitators of important information I want VTA to have more of. People that keep it real. You don't have an agenda to push onto us. Just straight facts and real experiences. The biggest thing for me was your genuine attitudes towards the subject.”

“I felt this training was taken very seriously and I was able to relate to all topics! The training was powerful and meaningful. I recommend this to all companies!