By Jacqueline Owens, Interim VP of Bus Operations
Before I became Interim VP of Bus Operations at SMART, I was that child on the bus. Raised by a single parent who never had a driver’s license, I knew firsthand what public transit meant for families who depended on it. When I applied to SMART in 1997, I was looking for a way to serve the community that had carried me.
Twenty-seven years later, I’ve gone from operator to road supervisor to manager to where I am today. None of it would have been possible without SMART’s investment in its people, from the colleagues who picked me up from home when I didn’t have a ride, the buddy system that supported me through challenges, the opportunities that met my ambition when I wanted more. This is what investing in operators looks like, and why it matters for every rider who steps onto our buses.
Why Operators Are More Than Drivers
Operators are the frontline faces of public transit, the first person riders see every day. But here’s what passengers don’t always realize: operators are humans too, facing their own battles while still showing up to safely transport hundreds of people.
The job demands far more than driving skills. Patience is essential. Empathy for what riders are going through. The ability to enforce policies like fare collection while maintaining safety and dignity for everyone onboard. Operators must balance compassion with responsibility, customer service with security, all while navigating traffic and keeping to schedule.
And how do we find the right person for this type of job?
When I hire operators, I look for their “why.” I want people with genuine passion for serving the public, because that passion translates directly into rider experience. An operator who cares makes every interaction better by helping someone navigate an unfamiliar route, ensuring an elderly passenger boards safely, creating a welcoming environment for all riders.
Also, our rigorous eight-week training program, led by our Principal Trainers, prepares operators for this complexity, including customer relations, vehicle operation, CDL testing, route knowledge, and regulations. But what can’t be taught is the compassion that becomes embedded in SMART operators: the instinct to notice when something’s wrong, to look out for vulnerable passengers, to genuinely care about the people they serve.
This is a tough job. And with recognizing that operators face significant stress, SMART established the Care Program to provide discreet, anonymous mental health support for stress, anxiety, and depression. We also commit to operators’ safety above all else. When enforcing policies puts them at risk, their safety and the safety of riders comes first. No fare is worth compromising someone’s wellbeing.
Investing in operators is the foundation for improved service. When operators feel supported, valued, and equipped to succeed, riders benefit immediately. Better training means safer, smoother rides. Mental health support means operators can bring their best selves to work. Recognition and advancement opportunities mean we retain experienced professionals who know our routes, our communities, and our riders.
When you board a SMART bus, you’re interacting with a trained professional who chose this career to serve, who receives ongoing support and opportunities to grow, and who shows up every day committed to getting you where you need to go safely throughout Macomb, Wayne, and Oakland counties.
