Employee Spotlight

Bus operator does exceptional job assisting pregnant customer

Cristian Padilla Espino, who was operating the Route 12 bus going southbound on Jan. 17 around 11:30 a.m., did an exceptional job working with a passenger who was unsteady on her feet and who said she was going to have a baby soon. He was patient, kind and calm under pressure. I was very impressed and grateful for his presence!

– Katie Czech, customer

Bus operator makes trip to airport smooth and comfortable for all onboard

My husband and I traveled to the airport on the bus. Throughout the trip, Stuart Lanning was beyond wonderful to every passenger at each stop, super helpful with the pass, fares and getting people's luggage on and off the bus. He was a courteous driver. He even offered a bag of cough drops to a woman with a very persistent cough.

– Anne Walker, customer

Kudos to employees braving the elements to deliver service

I would like to express sincere appreciation for our frontline teams and highly skilled operators who carry out their duties for our customers and community during freezing temperatures and winter weather. This includes our Maintenance of Way team, who work diligently overnight, before the sun rises, to improve our system and help lift slow zones. When I see our buses picking up customers while temperatures dip into the single digits while snow falls, I am very proud to be part of this team. For those doing the jobs that I am absolutely not qualified to carry out, THANK YOU! I hope you know how important you are to so many.

– Betsy Hinojosa, Business Program Manager

FlexRide operator strategically reduces customer’s wait time

I spoke with Mauricio Ovalle tonight and he was very helpful. I had a very stressful day, and my FlexRide was not going to work out for me because I had a 45-minute wait between rides. He modified my ride to where it would work for me, and he really helped me out.

– Tammy Francisco, customer

Access-a-Ride operator demonstrates kindness, knowledge of areas

Your operator Michael Daniel is a super nice guy. He always goes above and beyond and is extremely helpful. Sometimes the manifest will lead the drivers elsewhere, and he always knows where to go. I would've been left stranded if it hadn't been for him.

– Cindy Conover, customer

Information specialist’s calm demeanor helps address complaints

I spoke with Alex Guzman a little bit ago. I was having a bad day and was very frustrated with RTD. However, he remained calm and patient despite my attitude. I really appreciated that. He deserves 15 gold stars!

– Christine Gjelsteen, customer

Manager of materials handling and purchasing ensures audit is successful

I just wanted to say thank you for and acknowledge Materials Handling and Purchasing Manager Michael Karol-Chik’s efforts regarding Tuesday’s inventory review at the Elati storeroom by Plante Moran. Since he was made aware of this request, Michael has demonstrated a commitment to ensuring a positive outcome. He took the time to organize and rally staff and conduct a three-day audit in advance of the Plante Moran visit to gain an understanding of the current condition of the Elati inventory and then followed up to resolve open items between that initial review and Plante Moran’s visit.

During the visit, as variances were identified by the Plante Moran auditor, Michael took the needed steps to research and correct the issues causing the variance and effectively resolved any questions or concerns the auditor had. By the end of the visit, there was one open item, for which Michael provided additional information to the auditor by the end of the day.

I would also like to acknowledge Light Rail Storeroom Supervisor David McHargue’s involvement, assistance and efforts prior to and during this visit, which also directly contributed to the positive outcome.

The teamwork, engagement and multi-department cooperation align with the recent One RTD initiative and are evidence of what can be accomplished when working toward a common goal.

– Byron Aten, Senior Manager of Accounting

Light rail operator assists elderly customer with luggage

I am 70 years old. Your operator Wolfgang Scheiblberg was extremely helpful in assisting me with getting on and off the train while carrying a lot of luggage. He has done this before, and I am grateful.

– Vern Norviel, customer

Bus operator’s continuous enthusiasm brightens customer’s days

I have ridden with operator Austin Ward several times, and he is consistently very polite and helpful. He is also a very efficient and capable driver and is always on time.

– Margaret Fuentes, customer

Bus operator informs customers of upcoming stops, connections

Yesterday, I boarded the bus at Louisiana•Pearl Station at 12:06 p.m. and got off at 18th and Downing streets. Our operator, Russell Whipple, was very professional. He named all the next stops and told us on the intercom what kind of buses we could catch at certain stops and where they'd take us. He was awesome!

–Anonymous customer

Train operator locates missing purse on another train for customer

I was on the R Line, got off at Lincoln Station and got on the E Line that followed. After getting on the train, I realized I had forgotten my purse on the R Line. I went to Naim Ahmed-Brahim, the train operator, and asked if he could do anything. He figured out the number of the R Line train and contacted the operator. The operator of the R Line had my purse and said he would leave it in a locked place at Lincoln Station. Then, when we arrived at Lincoln Station, Naim got off the train with me, went to some sort of shed and had me describe what my purse looked like. Lo and behold, it was there in that shed. I am so happy with Naim and would like to commend him.

– Anonymous customer

Information specialist ensures customer’s inquiries are answered

I want to commend Ashajanee Wilburn for providing excellent customer service. It's obvious that this is not just a job. Ashajanee has life skills that will follow her throughout her professional and personal life. I appreciate being able to call RTD and speak to someone who enjoys helping people and cares about customers. Please extend my thanks and appreciation for all the route information provided.

– Anonymous customer

FlexRide operator shows professionalism, high level of skill while training on route

I want to put in an employee commendation for my FlexRide driver today. Her name is Ann Florez and she is a FlexRide driver in training. She was on time and very sociable. She drove with great attention to detail and was extra cautious. Coming from a customer service background, I admire and respect the level of customer service she gave this morning due to her customer service skills.

– Seth Weshnak, customer

Bus operator extinguishes small fire along route

Our driver Darrelynn Snider put out a fire on a Broadway median last Wednesday. She noticed it, stopped the bus, grabbed the fire extinguisher, stopped traffic and put out the fire herself. She then asked a person waiting at a bus stop for another route to call the police and let them know so they could confirm the fire was out and that she could try to get us all where we were going.

– April May, customer

Bus operator recognized for positivity, professionalism along route

I just want to give massive recognition to your operator, Shawn Hughes. His professionalism and humor over the loudspeaker were fantastic. He announced every stop along Broadway in English and Spanish. This is a challenging route to drive, but he went out of his way to help everyone. I hope he sees this.

– Dustin James, customer

Bus operator holds bus for customers coming from late transfer

Tafere Noahis always very friendly to everyone. His customer service skills are awesome. I transferred to the Route 0 bus on Saturday morning. I thought I would miss it because my first bus was running a bit late. Tafere saw us pull into the station and knew there would be a few of us that needed to go downtown. Even though he only had to wait less than a minute beyond his normal departure time, he waited and picked up three of us, thus ensuring that none of us had to wait in the cold weather for the next northbound bus. This driver makes a difference!

– Polly Proctor, customer

Light rail operator helps customer with many bags alight with ease

On the night of Nov. 9, as the storms were ending, I arrived at the airport after being on a business trip for two weeks. I was lugging a backpack and two 47.5-pound suitcases with two weeks of clothing and all my tools. I took the A Line to Peoria Station, where I transferred to the R Line to catch the 7:13 p.m. going south to Lincoln Station. When I got on the train, operator Gerald Miranda noticed the many bags I was carrying with me and asked where I was getting off. I told him Aurora Metro Center Station. He told me that he would make it a point to stop at the platform and I could use the ramp. So thankful. He took his quick break, and when he came back to start the trip, he double-checked with me again, asked a few other people with luggage where they were going and made the same offer. Getting the heavy bags on and off using the stairs is not easy. The operator was happy, good-natured and did care. I so much appreciated the extra effort he put into it.

– Christopher Molnar, customer

Bus operator waits for customer running toward bus

I want to give Route 43 operator Erik Urquidy a commendation. He waited for me when he saw me running. He even put the lift down for me. He waited for everyone to be seated and acknowledged everyone on the bus. He is kind and patient. He did not take any yellow lights.

– Charlene Everette, customer

Facilities Maintenance employees’ keen eye for detail allows them to remove graffiti from bench quickly

This morning, Nov. 4, as I was waiting for my train, I noticed some profanity and graffiti on a bench on the platform. I took a photo to report it. Just moments after I did, our facilities maintenance crew showed up. They did not see me take the photo but noticed the graffiti while completing their routine station inspection. The worker took out their smartphone and took a photo, then used a cleaning agent to wipe it all away! It was awesome to watch the quick action in person and, unbeknownst to them, that I was an RTD employee. After they were finished, I thanked them for doing that and then disclosed that I worked for RTD with a smile. It was a positive moment between colleagues on a snowy and cold Monday morning. This is not the first time I have witnessed our crews cleaning our facilities and maintaining a Welcoming Transit Environment. Thank you, Facilities Maintenance teams! You are making a difference in our customers’ experience.

– Betsy Hinojosa, Business Program Manager

IGM completes successful platform migration to a cloud-based system

The Information Governance and Management (IGM) team successfully migrated our Laserfiche platform from “on-premises” to the cloud. This was only possible with the help of our Laserfiche provider, MCCi, and even more assistance from members of the Information Technology Department. They were there at every turn and extremely responsive to all MCCi requests.

I would like to give a shout out to Patty Schmidt-Reed, Raymond Kelley, Eddie Knudtson, Zhi-Yong Zhang, Georges Michel, Shawn Purdy, Lisa Merrifield, Nirmal Kumar, Richard Morrison, Lindsay Welsh, Stacey Liles, Gerald Mathews, Dave Sokol and Ryan Welsh.

This was a team effort and a great example of collaboration between teams.

– Bill Bradford, Senior Manager, Information Governance and Management

Business Program Manager meets the mark with Veterans Day event

On behalf of the RTD team that convened on Nov. 14 for the Veterans Day Networking Breakfast at Blake, I wanted to personally thank Business Program Manager Betsy Hinojosa and the Communications and Engagement Department for planning and hosting a wonderful event to celebrate RTD’s military veterans that served either in an active-duty, reservist and/or national guardsmen capacity. This provided a momentous opportunity to recognize and honor the military veteran community, as well as the opportunity for staff across the agency to share stories about their military careers and connect on a more personal level. Simply noted, Betsy and team did a remarkable job at fostering camaraderie, esprit de corps and that "One RTD" mindset.

– Carl Green Jr., Director, Civil Rights Division

Operator uses every resource on hand to update customers about detour

Alexandria Ortega, my Route 43 driver this morning, deserves a reward for grace under pressure. I got on at MLK Boulevard and Franklin Street and got off close to 15th and Champa streets. The bus was packed! I was one of at least five standees. Our driver used the smart-media console to contact dispatch about the next L Line departure, to offer an option to us passengers. Regrettably, the next L Line departure wasn’t for another 24 minutes, so our driver then announced that staying on was the best option.

Coming into downtown, she announced the stops she’d be making because of the detour around California Street and the 16th Street Mall. She also apologized for the inconvenience and thanked us for our patience.

This is the kind of excellent customer service that deserves to be recognized and rewarded. Thank you for your dedication to and focus on your passengers!

– Scott Ramming, customer

FlexRide operator goes out of way to pick up customer

My pickup location was difficult to find, but FlexRide operator James Fitch took his time finding me today. He went above and beyond to find me. I really appreciated it.

– Daemon Visconti, customer

Distribution clerk ensures customer’s lost items are returned

Your employee, Jordan Almanza-Bowyer, went out of his way to help me out. My stuff was at Lost and Found and I was unable to carry it all. This awesome employee, Jordan, helped me out by taking it to the St. Francis Center for me. He went above and beyond when he didn't have to. I really appreciate him. RTD needs more employees like him.

– Paul Cushinberry, customer

Information specialist’s attention to detail helps customers book trip

I spoke with Sharra Bennett, who booked a FlexRide trip to my hard-to-find address. She took the time to explain everything to me, and she repeated the information to me to make sure she understood everything. She also typed up a case and sent it to FlexRide describing how to find my address.

– Cheri Ferguson, customer

Operator remains professional during tense situation with customer

Route 105 operator James Schreffler, who arrived at Southmoor Station at 6:12 a.m. this morning, handled a tense situation masterfully. When the bus arrived, there were quite a few buses ahead of us, including another Route 105 bus, and the driver had to pull around to Gate C. Another customer was irate about that, ignored the driver's request that he move away from the front door until we pulled into the gate, yelled that he was going to miss his train and then said, "This isn't even the right gate,” followed by some offensive language. I commend the driver for remaining professional.

– Robin Lehmann, customer

Bus operator waits for customer at bus stop

I had difficulty walking, and the driver of Route 15L to Aurora Metro Center Station stopped and waited for me while I made my way to the stop at Sable and Bayaud. He is so kind and thoughtful. I am very grateful he took the time to care for and wait for me. His name is Setotaw Getahun.

– Anonymous customer

Paratransit bus operator returns customer's phone

I had forgotten my cell phone on the bus, and Maria Terrones returned to my house and dropped it off. That was very sweet of her. She is also a very safe and professional driver. Thank you!

– Meril-Jean Price, customer

Senior performance analyst steps in to assist with Wellness survey

I just wanted to express my appreciation to Senior Performance Analyst Ben Celius. He is an amazing person. Why? Because he really wants to help and assist in any way possible to make the lives of our employees as best as possible. I didn’t even ask him for assistance. Still, during our conversation about peer-to-peer support, utilization rates and whatnot, he took it upon himself to get more responses for our Wellness survey and, to top it off, he is inputting the paper surveys for us! I’m sure you will agree that he is a fantastic individual who is passionate about helping our employees improve. I met Ben for the first time at Boulder while getting surveys from employees, and we had great conversations about healthcare and well-being. We are fortunate to have such a wonderful employee; he has a keen sense of what makes a great employee experience. He makes people feel good about working at RTD, which adds to our People Power strategic initiative.

– Momoko Cordova, Physical Therapist, and Wellness team colleagues

Bus operator goes out of way to make Colfax BRT event a success

It is often the little things that make such a difference in a large event. For us, at the East Colfax Bus Rapid Transit (BRT) groundbreaking, it was our RTD parade bus driver. James Collier went above and beyond in every way, rolling up his sleeves to help set up and tear down chairs, passing out cookies to event attendees and jumping in to help in any way he could – even though he was not expected to contribute in those ways.

James also brought an infectious passion for his work, a love of Denver and an enthusiasm for the project — and the positive impact BRT would have on the East Colfax community and him as an RTD driver — that was infectious. We wanted to share our gratitude and recognition for him.

– Colleen Maleski, Senior Associate, GBSM, and colleagues on the East Colfax Bus Rapid Transit project team

Bus operator shows patience, professionalism to ensure safe journey

I want to commend our driver, Felix Bocanegra. It is always a pleasure to have him as a driver. He is skilled, navigates traffic and construction well, and quickly gets us to our destination. He always has a positive attitude and a smile and seems to enjoy his job, which can be an exception. He is patient and friendly to all and demonstrates superior customer service. I have seen him demonstrate great patience with demanding customers, and he is polite and effective with all manners of the public. I was sad to hear last week that he was being transferred to the West Colfax route. He does excellent work, and I hope he will continue to succeed as an employee.

– Laura Seeger, customer

Bus operator assists wheelchair-bound customer with utmost kindness

I’m writing because our driver, Dominic Piedra, was excellent today! He went above and beyond to help me while I was in a wheelchair. He made sure everything was ready to go and that I was comfortable! He was so professional and sweet. I will never forget this experience. Thank you so much!

– Tierra Armstrong, customer

Longtime mechanic takes lead in showing team how to repair bus

It takes a team and experience to replace the side of a bus. A big thank you to Body Shop body mechanic and 26-year employee Will Samora for showing his five teammates how to get it done. Will has been doing a great job of late mentoring the new, less experienced bus body techs. The most senior of his teammates has 1 year and 9 months with RTD, and none of them had ever replaced the side of a bus before. Will’s mentoring is providing the new techs with knowledge and skills that leave them ready to tackle larger repairs on their own sooner, thus affecting the Body Shop’s ability to turn buses back to service faster.

– Orlo Petersen, Maintenance Operating Division Manager

Information specialist provides detailed route planning for customer

I was calling to tell you that information specialist Dorothy Dayhuff did a great job. I was planning a trip, and she spent a lot of time with me figuring out the best way to go. She gave me a lot of options, and I found one that worked out for me.

– Anonymous customer

Information specialist’s kindness, professionalism brightens customer's day

I want to recognize Information Specialist Zaakirah Rico for my call with her. Her call made my day. She has excellent customer service skills and has always been kind, helpful, and knowledgeable. At the end of the call, she said, "Have a good rest of your day." That made my day.

– Eugene Smith, customer

Bus operator’s commitment to safety, friendliness sparks joy

I wanted to pass along a driver’s commendation. Mallard Martinez, the driver of the 8 a.m. eastbound Route 28, is an exceptional driver and representative of RTD. This route passes a senior center. He always welcomes passengers aboard and ensures they are seated safely before departing. As a regular commuter rider, I see this all the time. He also does this without any delay in schedule. He knows the regulars and is a genuine and nice guy. Please pass along my compliments to him. Please don't move him from my route; I enjoy riding his bus.

– Michael Clark, customer

Bus operator helps customer figure out where to go to catch the bus

Operator Tamara Aragon, who was driving the Free MallRide, got off the bus to help this person who looked like he was lost. She made sure he knew where to catch his next bus. Things like this need to be recognized.

– Anonymous customer

N Line conductor makes child feel safe on train

Shout out to Edward Miller on the N Line. He was so kind to my kids, engaging them and making them "official junior conductors." He taught them about trains and how he operates them.

One of my kids had a terrifying experience on a train last year where someone tried to grab her and lied to the conductor that she was my daughter's aunt, claiming that she was supposed to take my daughter with her. Thankfully, the conductor at that time stepped in and removed the person from our car, for which we were so thankful, but it shook my kid up. Last week was the first time riding the train since that incident. My daughter felt very apprehensive, afraid someone might try to grab her again. Edward didn't know any of this, but his way of talking and having fun with her helped her overcome her fear and enjoy the ride.

–Deanna Dreher, customer

FM mechanic shows employee’s family around District Shops

I want to commend Facilities Maintenance (FM) Mechanic Alan Wilkes for providing me and my family with the best tour of District Shops I’ve ever had. Over the past several years, I have done my best to describe to them the scale and complexity of the work that takes place at this vast facility, but nothing substitutes for being able to walk the floor in person. When we arrived to the Bus Roadeo on Saturday, I mentioned my hope that we could look inside – and Alan happily devoted a significant amount of time to show us around. The passion and ownership he carries in his work were evident, and he was at ease in answering questions from my children about the paint bays, the items in the warehouse and the many buses lined up for repairs. I appreciate Alan’s generosity in sharing his expertise. What a privilege to learn from him!

– Laurie Huff, Internal and Executive Communications Manager

D Line operator brightens customer's day with fast service, kindness

Light rail operator Derrick Mitchell deserves all the awards. He was early. Despite the speed limit, he got us to Union Station on time. Give this wonderful man the biggest raise. I so, so appreciate him and thank him for his outstanding customer service. Can this gentleman please drive the 5:19 a.m. D Line from Mineral Station from now on? He is a valuable asset to RTD, and I so hope that something nice happens for this man.

– Teresa Robinson, customer

Transit Police officers stop bias-motivated crime spree on RTD buses

Every day, our police department does something better than the day before, and it is not surprising, because of the talent and professionalism that each employee shows. Their proactive efforts have led to so many positive outcomes, and their work last week shows that everyone is committed to providing our customers and employees with a true Welcoming Transit Environment. I cannot thank enough the employees noted below for quickly realizing such behavior is not tolerated anywhere, let alone on RTD property. Their actions resulted in a great arrest – but most importantly, no one was injured.

I would like to share the following details provided by Sgt. Alicia Valerio about the apprehension Friday of a suspect who was accused of a bias-motivated crime:

“On Thursday, Sept. 5, Transit Police dispatch advised me of a case being investigated by Denver Police and Transit Police of an unknown male who was pepper spraying someone on a bus without provocation. The bus operator stated that this was the second occurrence, and he said the suspect was only targeting individuals in the Venezuelan community. Bus dispatch advised that the suspect usually boards the bus at the Central Park location around 9:43 a.m.

“The first incident was reported May 30, and information was passed on to the Intelligence Department. The morning of Friday, Sept. 6, Field Training Officer Misa Peterson, Trainee Officer Keke Dable and Officer Felicia Quintana were assigned to the area of 47th and Havana to locate the suspect. At approximately 10:25 a.m., the officers on scene spotted the suspected individual at 47th and Florance. The man left on foot and was later placed in custody without incident.

“While searching the suspect, the officers located two aerosol pepper spray cans on his person. The suspect said he pepper sprayed someone in ‘self-defense.’ He was revealed to have an active warrant from Denver PD for assault and was said to be armed and dangerous. In addition to being arrested, the individual was also issued an indefinite suspension from RTD property.

“RTD dispatch and Video Investigation Specialist Jaime Ruddock all played an important role in the apprehension! This is another great example of teamwork and dedication to our community!”

– Steve Martingano, Deputy Chief, Transit Police Department

Operator makes boarding easy for wheelchair-bound customer

Dambar Shrestha was very courteous of a passenger in a wheelchair. The driver pulled over on 25th and Stout to let the passenger on and even moved the bus to be able to accommodate the passenger more and make it easier for him to get on the bus. This driver saw the passenger had severe disabilities and went above and beyond to help him.

– Anonymous customer

FlexRide operator helps customer with bus stop information

FlexRide operator Kelly Blake was very knowledgeable. I was standing at a stop but it’s a stop that's not in service. Kelly pulled over, picked me up and informed me that the bus doesn't service that stop anymore. She was kind and I appreciate her being so informative.

– Robert Hudson, customer

Information specialist walks customer through how to plan and take a trip using RTD

I just wanted to say that the representative that I talked to, Cali Vialpando, was amazing. I had a little anxiety with planning this trip, but she was so good and walked me through the process enough that I now feel very comfortable taking it.

– Anonymous customer

Bus operator’s braking habits are excellent

Bus operator Antonio Medina is one of the few that uses their brakes correctly. I have two German Shepherd service dogs, and most drivers slam on their brakes so often that my boys and I slide all over the bus. This driver did not once make us slide from stopping. The trainer on the bus was great as well. While I don’t complain about the other drivers for their bad braking, this driver should be pointed out for really good driving habits.

– Daniel Sigle, customer

Information specialist reorients customer to RTD system

What an awesome employee! I had the pleasure of speaking with Information Specialist Kim Leon. She was outstanding, patient, and very understanding of my needs and wants. She provided me with several different choices and explained how everything works. I haven't used RTD in a while and am sure glad I got Kim on the line. Hats off to a very professional customer service agent.

– Elana Cohen, customer

Bus operator helps child running down busy street get to safety

RTD would like to thank operator Ramona Smith-Tucker for her outstanding performance. She observed a small child running down the street alone near 38th Street and Wadsworth Avenue. She picked up the little girl and protected her, calling dispatch and waiting with her until police arrived. Operator Smith-Tucker, thank you for your vigilance and compassion and your quick thinking. You are a shining example of RTD's mission to make lives better through connections.

– Jill Fontaine, Lead Dispatcher, and Transit Police

New employee sends props to Civil Rights Director for presentation

(Civil Rights Division Director) Carl Green Jr. is the best orator I have heard in a long time. I enjoyed his presentation during orientation.

– Ronald Hilliard, Train Operator

Bus operator’s radiant positivity creates welcome environment on routes

Bus operator Dimple Aghi gave me one of the most positive experiences I have had with RTD. She is a driver that is bubbling over with joy and contentment while busing good people around. She is creating an environment so welcoming and happy that everyone hardly even wants to step off the bus. I can't help but say thank you for improving my day and building a better city for all of us to live in.

– Dillon Hair, customer

Information Specialist helps customer navigate difficult situation

I would like to take the time and let you all know that you have a good one there working for you. Information Specialist Christopher Carter was very helpful when providing me with my information. He took the time to listen and understand my troubling situation. He went above and beyond with his customer service. He exemplifies how things should be done.

– Tim Juszczyk, customer

N Line field supervisor helps reunite mother with children

On Aug. 1, around 10:35 a.m., N Line Field Supervisor Jose Castillo-Morales was performing his duties at Denver Union Station when a woman approached him asking for help because a G Line train departed with her children onboard. She stated that she exited the train to see where the operator was and when she exited the train, the doors closed and it departed with the kids onboard.

Castillo-Morales immediately began taking steps to reunite the family. He began by contacting Denver Transit Operators (DTO) Operations Control Center and the RTD N Line Operations Control Center, informing them of the situation. By collaborating with DTO, he was able to ensure that the G Line train stopped at Pecos Junction Station and, with the assistance of RTD Transit Police, safely deboarded the children to await their parent. After making his notifications, he then transported the parent to Pecos Junction Station, where they were reunited.

It’s because of Castillo-Morales’ effective rapid response and collaboration with DTO and RTD Transit Police that this situation was resolved quickly and safely. Well done to Jose and everyone else involved.

–Phil Washington Jr., Manager of Rail Service Delivery, N Line

Accounts Payable team is small but mighty, epitomizes teamwork

Accounts Payable Supervisor Becky Jamieson and her team have done a great job reducing the number of invoices without purchase orders from about 100 a month to around 10. This very small team is accurate, efficient and timely in paying vendors, with everyone chipping in to ensure all tasks are completed within appropriate deadlines. Staff is also responsible for processing credits, working with vendors on payment and billing disputes, processing employee expense reports, processing purchasing card transactions, and tracking and monitoring invoices without funding until the funding is available.

In 2023, the team paid out about $750 million in payments and processed about 2,000 payments per month. This year, the department has processed 2,500 to 3,000 invoices a month, totaling more than $400 million in invoices to date.

With only a supervisor and four full-time staff members, everyone helps cover the other’s desk when there are absences. The department is operating with two less full-time staff than it was two years ago, yet still manages to meet its deadlines due to the teamwork described above, led by Becky’s example and willingness to work extra hours and step in and help when and where needed. The team includes Becky, who has been with RTD for 38 years; Lead Senior Accounting Technician Jessica Frere, 24 years; Senior Accounting Technician Antoinette Hendricks, 17 years; Senior Accounting Technician Sherrie Tarnutzer, eight years; and Senior Accounting Technician Claudia Woodman, two years. Janet Maestas, Business Support for the Finance Department, also helps out on a part-time basis.

– Steve Butcher, Budget Analyst IV

Light rail operator discusses disruptions with customer

I want to give a commendation to a light rail operator Roberto Aranda I met July 27 on the E Line. I was coming from Fiddler’s Green Amphitheatre and I ran into a customer that was down on his luck. So much so that when we sat down he provided a list of problems in his life. The reason I bring this up is some of his problems were a result from RTD delays on E Line. He was made late to his job at Costco several times due to the delays, and he indicated it could cost him his job.

Regarding Roberto, he made time to discuss the alignment issues and best accommodate the customer. The customer mentioned that the operator made his day better and was nice to him. I spoke with Roberto at the end of our ride, and he indeed interacted with the customer and did what he could to help out. The little things are important, and just a kind word can change a person’s outlook. Operators like this make people's lives better.

– Fabian Testa, Manager, Infrastructure, Systems and MOW, Commuter Rail Oversight

Bus operator provides money-saving tip for couple using system

I would like to say that this is one of the best and nicest drivers that RTD has. (Operator Jimmy Romero) just helped me and my wife. We are both handicapped people. I use a walker and she uses a cane. I have never ever gotten service from another driver like that. He gave us information about saving money on fare by one of us being a caregiver to the other. He is just a wonderful person.

– Anonymous Customer

FF operator ensures all customers’ bikes fit underneath crowded bus

Driver Samuel Ladd, Route FF1 departing Union Station, went above and beyond to shuffle around bicycles in the underbus storage areas to make sure the maximum number of bicycles riders could get home without having to wait an additional 30 minutes. Further, they did so in a kind and communicative way.

– Noah Phillips, customer

Information specialist helps customer who had trouble planning trip

The young lady that just helped me, Karyme Ramirez, is extremely efficient. I have been trying to figure out this trip for about two days now, and when I called in and talked to her, she dialed in and knew exactly what to do. Thank you so much for your efforts today, Karyme. They did not go unnoticed.

–Lisa Gould, customer

Light rail operator prevents disruption by identifying an issue on alignment

On July 5, light rail operator Shala Vannae was operating her train and noticed that she had an issue with her pantograph along the alignment. She stopped at the next station and was able to visually identify that she had a damaged pantograph, and reported to control the state of the equipment and where she noticed the issue started taking place. This led our Maintenance of Way crews to locate a damaged catenary hanger in that area and allowed them to fix the issue before any further damage was caused.

– Matthew Alonzo, Manager of LRT Operations

Bus operator helps visitor make connection to Route AB to catch flight

Can’t say enough good things about Robert Lawrence! He was helpful, friendly, reassuring and humorous. The airport bound bus had already left (we didn’t read the holiday schedule correctly), so we asked him if he knew what had happened to our bus. He told us to hop on his bus and he would help get me to the airport. He called dispatch and asked them to call our intended bus driver (who was also amazing, by the way) and ask him to do a “courtesy wait,” if necessary, at the McCaslin stop. Luckily, we arrived before the airport bound bus so no problem. I was able to transfer to that bus and got to the airport with plenty of time to spare. Being a holiday and a full airplane, it could’ve been disastrous for me had I missed my flight. Upon meeting my husband in Dallas, I RAVED about the impressive bus system in Colorado and their amazing drivers! I said the drivers there must take special training on how to go above and beyond the call of duty. This driver deserves special recognition! Thanks so much RTD!

– Denise Ray, customer

Communications teams shine during multiple projects

The Marketing, Creative Services, and Digital Communications teams within the Communications and Engagement Department are a phenomenal group! To fully understand their impact to RTD and our customers, their work includes but is not limited to project management and design of system shelter boards, system maps, bus wraps, agency brochures and customer resources, Rodeo/Roadeo designs, RTD T-shirts and other wearables, digital signage, award certificates, engaging social media content and, lastly, the work to design and maintain the new RTD website and our mobile apps! Whew! That is a lot. Everything our customers and employees see on the system and/or use to ride RTD is led by this team. The continual pivots required by this team, especially during the unique service change we are currently experiencing, is one example of their determination and excellence. I am so proud to work with them and experience their helpfulness daily. Go team! You rock!

– Betsy Hinojosa, Business Program Manager, Communications

N Line engineer makes trip a smooth experience for packed train

I boarded the N Line northbound on Saturday night around 10:30 p.m. The train was completely packed, standing room only, due to the events that were going on downtown. Certified train engineer Matthew Cruz made it a really smooth ride. No jerky motions or any of that. I consider that amazing with all the people that were on the train. It was great.

– Dillon Colagrosso, Business Support, East Metro

N Line conductor quickly responds to medical emergency

N Line conductor James Cunning received the following commendation from RTD customer Colleen McDaniel for his assistance during a medical emergency on the Denver Union Station platform:

“On June 4, we approached the N Line train at Union Station. As we did, an elderly woman staggered off the train and collapsed a few feet from the first car. An RTD employee saw it happen and immediately went to her aid, calling security. She was nonresponsive with a weak pulse. I immediately called 911. Your employee was excellent. He worked with me on giving the 911 dispatcher all the pertinent information, including her pulse, breathing and even recognizing her calves and ankles looked swollen. Two other women also were helping. The elderly lady came to for a few seconds, and the employee immediately reassured her that help was on the way. On the train, your excellent employee checked on those of us who had been there helping, asking if we were OK. He was kind to the woman, reacted quickly and reassured his passengers. Thank you.”

James displayed excellent situational awareness and rapid response in handling this incident. It’s colleagues like James who leave a positive lasting impact on our customers and community by handling stressful situations like these with care, kindness and a consistent focus on customer safety.

– Phil Washington, Manager of Rail Service Delivery, N Line

Employees work hard to gather all documents for Triennial Review

The Triennial Review is one of the Federal Transit Administration (FTA)’s management tools for examining recipient performance and adherence to current FTA requirements and policies. It was mandated by Congress in 1982 and occurs every three years. As an agency that is a recipient of federal funding, it is important that RTD follows all FTA requirements, which are updated annually.

The triennial is not just a financial review – it is a review of the entire agency, touching nearly every department throughout the district. The FTA wants to ensure we are protecting and maintaining their investment.

The following individuals attended in-person meetings with the FTA during its June 11-13 visit, or were otherwise instrumental in the process: the entire General Counsel team, Byron Aten, Matt Deck, Todd Nikkel, Jyotsna Vishwakarma, Mike Millage, Erin Vallejos, Lou Cripps, Dennis Yaklich, Susan Altes, Sangman Yoon, Ron Posey, Dave Jensen, Julie Kirk, Michael Young, Dana Steele, Brenda Leo, Carl Green Jr., Alexis Serrano Castro, Martin Romero, Gabe Christie, Jill Jablonski, Charlene Polege, Edin Memic, Travis Bussey, Jessie Carter, Monica Treipl-Harnke, Sky Mott, Jose Alvarado, Mai Vigil, Richard Lobato and Tim Coogan.

This list is not all-inclusive. There were many others within these departments who worked diligently to gather requested documents and provided information in a timely manner. I commend them all.

– Beverly Riley, Grants Manager (and Triennial Review Coordinator)

Impact Team’s assistance appreciated during recent maintenance work on A Line

I wanted to provide some feedback with regard to our Impact Team for the bus bridge that was set up on the A Line to assist Union Pacific Railroad with their maintenance work. I was on the alignment checking the crossings and the stations when I ran into Information Specialist Cali Vialpando on our Impact Team at Central Park Station. First, I want to say I am happy they were at Central Park, and their presence likely reduced the amount of complaints! The Impact Team was crucial in helping customers coming from our bus gates to the A Line and instructing them how to board the train to the airport. They also assisted getting those traveling to Denver Union Station back to the correct bus gate. We were lucky to have the Impact Team on site helping, and there were several relieved customers that expressed appreciation for the additional assistance. I really wanted to express our appreciation for their help and say this is a welcome program I hope continues at RTD.

– Fabian Testa, Manager, Infrastructure, Systems and Maintenance of Way

Platte bus operator’s approach to his work is the ‘gold standard’

Richard Jarosz is the gold standard of bus operators. Without fail, he goes the extra mile. Greets everyone cheerfully when they get on the bus. Gives a person a quick moment to get in their seat, along with not hitting the numerous bumps in the bus lane hard, so people don't fall or get shaken. Calls out the major stops. Repeatedly thanks people and wishes riders a great day. Super positive! People notice! Riders thank him for the ride over and over. You feel like you matter, that the day will be better from that ride. I find it as uplifting as others do! Give him a bonus and have him share his style with new and other operators. He is the best! Thank you!

– Sandra Zwingelberg, 0L customer

Facilities maintenance manager is always helpful, diligent and cooperative

I want to recognize the efforts of Sean Moran, Facilities Maintenance Manager, Contracted Public Facilities. There have been several occasions when we have contacted him for assistance on issues, and he has always been extremely helpful, diligent and timely with support. He is always cooperative and willing to pitch in, and does so with a great attitude and has helped us get unstuck on issues several times. Sean is a great asset, and we really appreciate working with him and the job that he does.

– Patrick Stanley, Manager, Engineering Programs

RTD staff show critical attention to detail on rail replacement project

I wanted to thank staff that have been very attentive to the traffic control on the rail replacement at Broadway and 19th and Welton streets. I’ve seen Engineering Construction Manager Jeet (Desai) and other RTD staff on several occasions checking the devices and directing the contractor to address minor deficiencies. Work zone safety has been a point of emphasis in my time at the Department of Transportation and Infrastructure, and it’s encouraging to see another agency taking it so seriously. Overall, there’s been excellent collaboration with your staff since we started preparing for construction back in February, and this interaction was especially positive.

– Steve Markovetz, Deputy City Traffic Engineer, Department of Transportation and Infrastructure, City and County of Denver

Bus Operations, Communications coordinate to create material about Free MetroRide’s return

When the team within Communications and Engagement recognized the need to provide a video tutorial and other helpful visual tips for our customers about the Free MetroRide this summer, Bus Operations answered the call! Corey Inman, Assistant Manager of Bus Operator Training, quickly coordinated with Communications to help us capture video and photos of the Free MetroRide bus, starting at Gate 13 within Denver Union Station’s Bus Concourse on May 22. Corey, along Bus Operators Lamont Dennis-Smith and Gary Keppy, were training with the Free MetroRide bus, getting ready to reintroduce the service for the summer months during the May service change. Caroline Story, Digital Communications Specialist, Leah Tanner, Communications and Engagement Intern, and I were able to ride the bus, experience the route, and take video and photos along the way, some of which have already been shared on RTD’s social media channels, with more posts planned soon. Special thanks to Winona Rivera, Assistant Manager at Platte Division, for providing additional photos for us to use, too. Thank you, Bus Operations! It takes teamwork and collaboration to elevate our customers’ experience when choosing RTD.

– Betsy Hinojosa, Business Program Manager

Impact Team’s quick response saves customer

On Wednesday, June 5, four RTD employees were in the right place at the right time. Emily Valdez, Betsy Hinojosa, Dave Sokol and Camila Lacerda, all members of RTD’s Impact Team, were volunteering their time to assist customers at Denver Union Station. Shortly before 4 p.m., a gentleman in an electronic mobility device experienced a medical emergency near track 7 of the commuter rail platform. For reasons unknown, the individual in the mobility device drove off the platform, falling to the track bed below.

The Impact Team members quickly responded to render aid, flagged down a G Line train approaching the station, and called 911 and Transit Police. The incident unfolded in front of a large number of customers using RTD’s services to attend a Major League Soccer match at Empower Field at Mile High and a Rockies game at Coors Field. The RTD employees were incredibly professional and remained calm, even as the train was pulling into the station. The team was also supported by Transit Police officers and other security personnel who jumped into action.

I am proud of Emily, Betsy, Dave and Camila, and the many other employees at RTD, who exemplify our agency’s values each and every day. Thank you for making lives better through connections and serving our customers and the community.

– Stuart Summers, Chief Communications and Engagement Officer

East Metro operator receives kudos for maintaining bus cleanliness

Corey Morgan has one of the cleanest and most sanitized buses I have ever been on. I am very proud of this driver. This was on the Route 15. I boarded the bus on Colfax and Broadway just after 1 p.m. I just got home recently and I owe this driver that much, at least.

– Anonymous customer

Senior manager of risk management successfully manages insurance renewal

I want to acknowledge the impressive work of Lissa Stauff, Senior Manager, Risk Management, as she successfully managed the 2024 renewal period for the agency’s insurance program. This coverage includes cyber, excess workers’ compensation, crime, liability, railroad liability and property policies. Lissa proactively worked with our insurance broker and internal stakeholders to ensure that RTD maintains appropriate coverage while also identifying opportunities to reduce or minimize premium increases. In the current markets, a total premium increase of only 4% across all policies is remarkable. Thank you, Lissa!

– Melanie Snyder, General Counsel

Communications and Engagement recognizes Impact Team members

Communications and Engagement is incredibly grateful to those who joined the first, and newly formed, Impact Team pilot program cohort for the summer. Impact Team training concluded May 16, and team members immediately started supporting customers on assignment. This was timely, just ahead of the May service change to ensure customers were aware and had their questions answered. Impact Team members will be on assignment at various stations and stops each week through September. They are: Aliya Gregory, Allison Korinek, Amauri Diaz-Almonte, Amerie Gagliardi, Ashley Diaz, Brandon Figliolino, Cali Vialpando, Chasity Mitchell, Cristina Gomez, Dave Jensen, Dave Sokol, Denise Jewell, Emily Valdez, Jake Bruemmer, Jane Sullivan, Jeana Covington-Davis, John McKay, John Terry, Jyotsna Vishwakarma, Kelly Galindo Ortega, Kiersten Westerberg, Leah Tanner, Lynn Bereznyak, Maria Rouco, Marlena Castaneda, Maux Sullivan, Melissa McDowell, Monica Oakes, Moudupe Aquai, Nadene Adorney, Peter Washington, Ron Wristen, Ryan Hull, Stuart Summers, Whitney Ross and Bill Sirois! Thank you for your support and engaged participation! You are appreciated and valued. Special thanks to Brandon Figliolino and Dani McLean for supporting our Impact Team training efforts, and to Ashlyn Whitford and Marketing’s Creative Services team for designing Impact Team apparel and resources. Lastly, thank you, Debra A. Johnson, for believing in this initiative and trusting the Impact Team to deliver!

– Betsy Hinojosa, Business Program Manager, Communications and Engagement

Telephone Information Center information specialist helps customer resolve issue with mobile ticketing

I was very frustrated when I initially called RTD. I accidentally purchased an RTD mobile ticket. I was confused and thought I was buying something for Uber. Amanda DeGolier was very patient and even helped me navigate the Uber app. I know she didn't have to do that. I really appreciate that she went the extra mile for me. She provided excellent customer service.

– Dena Shaw, customer

IT developer saves the day during major Next Ride outage

I’d like to give a shout-out to Joe Benbella, Full Stack Developer, Information Technology. On Tuesday, May 14, in the midst of a major wire replacement project impacting the E and H lines, we had been dealing with an issue in Next Ride with incomplete schedules displaying for E and H all day. Because of the incomplete schedules, it appeared in Next Ride that all E and H Line trips were canceled. This was also impacting the digital signs at E and H Line stations. As the day moved into evening, and the Nuggets playoff game beginning, the problem was still not resolved.

At a moment when I felt helpless, Joe jumped in with a proposed temporary solution: prevent Next Ride from displaying the incomplete schedules and instead direct customers to a PDF document containing the correct schedules, all within Next Ride. Within 20 minutes he had the temporary solution in place, giving immediate assistance to our customers. While this solution did not help with the station digital signs, it did help everyone trying to prepare for their upcoming journeys in the midst of our maintenance project. Thank you, Joe, for jumping in seemingly out of nowhere with this great idea!

– Will Adams, Senior Manager of Customer Care

N Line conductor’s attentive eye saves person’s life

On May 10 at Thornton Crossroads·104th Avenue Station, conductor Mike Dawson noticed an individual sitting on a bench at the station platform who was hunched over and unresponsive. Conductor Dawson reported this person out of concern for their well-being to our Operations Control Center, who then reported it to RTD Transit Police. Thornton police and fire rescue were dispatched to check on the person who was subsequently transported in a fire rescue ambulance. Later, Thornton police informed another employee at the station that Dawson’s situational awareness and quick thinking saved the man’s life. Dawson saved someone’s life while in the course of the performance of his duties due to his constant vigilance and commitment to public service.

– Phil Washington, Manager of Rail Service Delivery, N Line Commuter Rail Transportation

Communications, Engagement thanks employees who assisted with rail reconstruction project open houses

The Communications and Engagement Department expresses its gratitude to the employees who volunteered their time to assist with the five Downtown Rail Reconstruction Project open houses across the Denver metro area in April and May! Because of your efforts, customers and stakeholders were given the tools needed to successfully navigate this summer’s rail project disruption. 

– Communications and Engagement Department

Talent acquisition partner uses bilingual abilities to make onboarding easy for Spanish-speaking new hires

I would like to acknowledge and appreciate talent acquisition partner Jesús Quiñónez. Jesús is bilingual and participates in our orientation classes to help our new employees who have Spanish as their first language navigate the process of onboarding. Thank you, Jesús, for helping to create a welcoming environment.

Me gustaría reconocer y apreciar al socio de adquisición de talentos, Jesús Quiñónez. Jesús es bilingüe y participa en nuestras clases de orientación para ayudar a nuestros nuevos empleados que tienen el español como primer idioma a navegar el proceso de incorporación. Gracias, Jesús, por ayudar a crear un ambiente acogedor.

– Monica Oakes, HR Specialist II

Eldora Mountain Resort thanks RTD operators, staff for strong partnership during 2023/24 season

I feel I can speak on behalf of the entire executive team here that we are so grateful for this ongoing partnership with RTD. The increase in mountain access that you all create is truly amazing. I know it doesn’t come without its challenges, so thank you so much for working with us and providing the public with accessible ways to reach the wonders of sliding on snow. RTD rocks!

– Lexi Kagan, Executive Operations Administrator, Eldora Mountain Resort

Civil Rights business support is invaluable to entire division

Nia Rollins has been a wonderful addition to the Civil Rights Division (CRD). She is a champion of the work that we do, and the all-star cast of CRD teammates speaks exceptionally highly of her.

“Nia's careful review of correspondence for accuracy has noticeably enhanced the quality of our work. Her proactive approach and readiness to help with any task have been instrumental in ensuring the seamless operation of the Transit Equity Office and the CRD. Thank you, Nia, for your valuable contributions and your ability to keep us on track. We truly appreciate all that you do!”

“I want to express my sincere appreciation for Nia's invaluable support throughout my onboarding process over the past few weeks. Her attentive nature and reassuring check-ins have been incredibly beneficial during this transition. Nia, thank you for being the cornerstone of the Civil Rights Division! Your dedication deserves a multitude of accolades.”

“The Small Business Opportunity office recognizes Nia’s support in planning, organizing and executing CRD meetings with high-level standards that have ended with great experience and enjoyment from all participants. She has been critical with registering, scheduling and notifying the team about participation in community events that represent value to RTD and the communities we serve. Also, she has provided tremendous support in documenting budget spending by developing a phenomenal tracking tool for the division to utilize.”

“The CRD wouldn’t be as efficient without you, Nia! Your hard work does not go unnoticed!”

“Nia is an invaluable member of the team who works hard to lighten the workloads of those around her. Her regular contributions to EEO trainings keep us organized and efficient. Thank you, Nia!”

– Civil Rights Division

IT Service Desk, Cybersecurity provide support for orientations

I would like to send out a huge thank you and appreciation to our IT Service Desk and Cybersecurity teams! They have been coming to orientation using “People Power” to ensure all of our new hires get access to Microsoft 365. Everyone might not realize how significant this is to our new employees’ perception of the welcome they get when starting with RTD. They are able to troubleshoot issues and offer support and solutions in real time. We could not do this without their commitment to ensuring we have a welcoming, supportive and organized introduction to RTD. Thank you!

– Monica Oakes, HR Specialist II

Human Resources staff save critical documents from being deleted

“I would like to commend Aliya Gregory and Darian Xiong in HR Support Services. Aliya and Darian exemplify teamwork and a can-do attitude. We recently discovered that some documents we scanned had been deleted from our scan file, and Aliya and Darian jumped right in to secure and sort the documents to be rescanned before they go off to the shred truck. Thank you, Aliya and Darian, for your hard work every day and for making a welcoming environment, especially on orientation days.”

- Monica Oakes, HR Specialist II

Construction manager uses experience as a designer to better oversee projects

“Kim Neyrinck worked with our agency as a consultant from 2010 to 2018. I began working with him on the North Metro commuter rail construction project in 2014.

Kim’s background as a designer makes him an excellent construction manager. He demonstrates a comprehensive understanding of the field of rail engineering.

In addition, in his current role, he is instrumental in developing the Capital Programs construction group's resource allocation model. This model helps us assess our human capital resource needs, which contributes to achieving the work-life balance that our agency strives for.

Kim has been managing several critical facilities improvement projects, and his time management and document control skills are unparalleled.”

-Jeet Desai, Manager of Engineering Construction

Unit Shop machinist designs special tool in-house to address issue with buses

Articulation of the New Flyer buses is designed to be restricted at highway speeds. The special tools required to maintain this critical feature were provided to the vehicle maintenance department as incomplete and the manufacturer is not much help.

David Lockridge, the Unit Shop’s talented machinist, was able to reverse engineer this intricate tool and add the missing components, saving the agency a significant number of resources. On behalf of the vehicle maintenance department, I would like to thank David and the rest of the staff who worked with him to produce these crucial tools!

– Froilan Ticobay, Manager, Quality Control

Quick thinking from MOW crew prevents major service disruption

On March 15, thanks to the vigilant situational awareness of an extremely serious safety hazard, Noah Rawls and Patrick Kelly were able to prevent a potentially major accident. A catenary wire support arm had broken off during the night, which was extremely difficult to see. While Noah and Patrick were in the area, they both spotted the hazard and took immediate action.

The supervisor was promptly called, pictures were taken, and the affected tracks were coned and flagged. Noah and Patrick received certificates of excellence for their quick thinking and responsive action to mitigate a potentially serious situation. We would like to congratulate both Noah and Patrick for their awareness, actions and quick thinking.

We would like to recognize the importance of all personnel displaying this type of situational awareness that Noah and Patrick displayed to help prevent any accidents or injuries.

– Erika Lane, Business Support II

Customer Care manager creates real connections with customers

Sonia Lucero is the manager for Customer Care training and division relations. She provides expert training for new Telephone Information Center (TIC) agents. Her expertise and skill have translated to outstanding performers in the TIC time and again. Sonia also manages Customer Care division liaisons, providing timely, accurate and efficient information to our division partners. She is meticulous and compassionate when working with Customer Care staff, helping find solutions when and wherever necessary. She is always available to answer questions and sees the learning opportunity in every scenario. Sonia is a valuable asset to creating real connection with our customers. She meets people where they are and helps to navigate to optimal outcomes. Sonia, thanks for all you do to exemplify customer excellence and create community value!

– Daniel Shea, Manager, Telephone Information Center

Construction manager expands skills on coping panel project

Matt Druffel has been with RTD since 2001, first as a consultant and currently as an RTD employee. Matt has been involved with numerous construction projects over the years, and I have been fortunate to work with him directly since March of 2024.

Matt has a very good understanding of on-ground construction activities and understands his audience (technical, non-technical, policymakers and other RTD departments) very well.

His current project, the coping panel replacement for the T-REX Project, has expanded his project management skills. He successfully and actively manages expectations by being transparent in his decision-making and collaborative. Matt is an asset to Capital Programs and to our agency.

– Jeet Desai, Engineering Construction Manager

A shout-out for division supervisors in Bus Operations

“I wanted to share accolades we received for the Bus Transportation Platte Division Supervisor team from payroll practitioner David Kuhn, who stated:

‘I do the Friday Platte daily report audit. Having been in payroll for 47 years and gone through many snowstorms and what a mess it can be payroll-wise, I want to say your division supervisors did an excellent job of documenting everything on last Friday’s payroll, and it is appreciated!’

I’d like to second David’s remarks! The entire bus transportation division supervisor staff are invaluable to the success of our organization. Their tireless dedication and commitment often go unnoticed, yet with comments like this it is clear their genuine concern for the well-being of our employees and the community we serve is noticed. This diverse team collaborates with several departments to assign runs, manage proper pay and monitor DOT hours, which is crucial for minimizing service disruptions, especially during challenging times like winter storms and emergencies. Meticulous organization and prioritization of activities ensure that all details are accurate, contributing significantly to the efficiency and effectiveness of our operations. We hope they can be recognized in Inside Connections for proving RTD to be a trusted leader in mobility!”

– Kalee Wallace, Assistant Manager, Transportation Operating Division

Words of appreciation for mobile technologies supervisor Ryan Hull

I would like to nominate Ryan Hull for Transit Employee Appreciation Day. I have been with RTD for just about 10 months, and I have not been out to see all of RTD’sfacilities. Ryan offered to show me around and take a large portion of his day to drive me to each location. He took the time to introduce me to the people I will be working with. He explained how each location works and what the purpose of the location is. Ryan’s knowledge of RTD and its history were invaluable to me as a new employee. He even took the time to give me some history of Union Station. His passion for RTD and what he contributes emanated in our conversation. Ryan’s respect for his employees and for what he does at RTD is an outstanding way to demonstrate to others how to be great partners and collaborators. Thank you, Ryan! You gave me so much to look forward to learning here at RTD.

– Denise Garcia, Senior Project Manager, Cybersecurity

RTD General Manager and CEO Debra A. Johnson shines as RTD's leader

I would like to recognize our General Manager and CEO,Debra A. Johnson, for Transit Employee Appreciation Day. Leadership is often thankless and can be lonely. It requires one to make decisions that are difficult and often unpopular, but one must stand firm in knowing what is right and true. Ms. Johnson continues to advocate for RTD employees at the state and national level and consistently at RTD Board meetings. She has been bold and transparent in communicating the work needed to maintain a healthy transit system, both in terms of ridership, employee safety and keeping our infrastructure in a good state of repair. As the first woman to lead the agency and a lengthy resume of serving multiple transit agencies across the country, for her many miles traveled nationwide as a fierce supporter of public transit, I would like to recognize her alongside our frontline heroes for this recognition week.

–Betsy Hinojosa, Business Program Manager

Dispatcher goes above and beyond to put RTD's core values at the center of their work

Saul Romero embodies the core values of trustworthiness, passion and ownership in their role as a bus dispatcher. Their deep understanding of bus maintenance, the CAD/AVL system and RTD policies not only facilitates smooth operations, but also makes them an invaluable asset to the entire team. Always ready to assist colleagues, Saul promotes a culture of collaboration and mutual support. Additionally, Saul's versatility shines through as they effortlessly step into the role of lead dispatcher when needed. Their adept handling of canceled run documentation reflects their unwavering dedication to maintaining excellence and reliability in all aspects of their work. Saul truly makes lives better through connections and assists RTD with being the trusted leader in mobility!

– Tina Jackson, Lead Dispatcher

Service persons' long careers highlight by service to agency

Service persons Maria Quiel, Brian Varney and Terry Smith should be recognized for their hard work and commitment to RTD. Maria is a hardworking woman who has been committed to RTD for 26 years and counting. She was one of the employees who didn’t miss work during the COVID-19 pandemic. Brian has served RTD for 22 years. He is a very reliable, very respectful employee who keeps to himself and works at his best every day. Terry has been with RTD for 24 years. He does a great job every day, and he also does a great job training new employees. These employees have experienced good and not-too-good times here at RTD, like snowstorms and the pandemic. It’s great to have such reliable and dedicated employees.

– Anonymous

IGM thanks employees for their help with P drive elimination project

To all employees who participated in the P drive elimination project, Information Technology and Information Governance and Management worked together to assist file owners in moving files out of shared drives. The goal was to place the files into appropriate locations since the P drive was not backed up. This project was successful because of you! The P drive started with 62,637 files, and 60,124 files were either moved or identified for deletion.

A big thank you to all who assisted in each department and IT! Special thanks to IT, and kudos to all who participated with the project.

– Raymond Kelley, Information Governance Analyst

Digital Communications Manager quickly assembles rail reconstruction page

During the last week of February, RTD publicly shared plans to undertake a multi-phased project to reconstruct light rail track in downtown Denver. Announcing the project involved teamwork and collaboration on many levels, and it was truly an all-hands-on-deck effort throughout the agency.

I want to commend RTD Manager of Digital Communications Andrea Sucherman, who quickly and skillfully brought numerous communications assets together into a visually pleasing, customer-friendly project webpage. Information was prepared and approved until the last minute, but Andrea was consistently cheerful and responsive, delivering a landing page where customers, media and project partners are able to quickly access key information and resources about the upcoming work.

Andrea’s contributions to this significant effort embodied the agency values of passion, respect, collaboration and ownership. When all comes together this seamlessly, it is a hallmark of excellence. I am grateful for Andrea’s partnership to provide this high level of value to the community.

– Pauline Haberman, Project Manager, Special Projects

Service planners work tirelessly to reduce service impacts of upcoming rail projects

This summer is shaping up to be one of the busiest summers I have seen here at RTD since I joined the agency in 2019. With several projects coming up, including two major rail projects, there are so many employees behind the scenes working hard to mitigate the impacts these projects will have on our customers.

I want to give a special shoutout to our service planners for their tireless efforts to create schedules that will allow crews to safely complete their work while allowing customers to still utilize RTD services. The amount of work that goes into something like this is extraordinary, and our service planners deserve a round of applause for finding ways to keep Denver moving during these projects.

– Austin Nettleton, Senior Specialist, Public Relations

Chief transmission rebuilder rallies colleagues to get dyno working again

Mark Deay-Reusch is our chief transmission rebuilder in the unit shop at District Shops. He will complete his 40th year with RTD in May. Our engine dynamometer that is used to test newly rebuilt engines prior to putting them in service was in need of major maintenance and updating so we can use it with the engines in our current bus fleet. With a significant number of engines in the fleet starting to reach service life expectancy, we really needed to get the dyno functional. Mark took the lead on getting this done, and with his knowledge of the talent resources available, he enlisted many folks to help him get it up and functioning again.

When the group was able to run engines in the dyno test room again, Mark didn’t take a bow; instead, he asked what could be done to acknowledge all those who helped him. Major contributions were made by Shannon Smith, Drake Tran, Silviano (Lee) Nieto, Ian Bundt, Scott Matuska, Jake Nicholson, Keith Huhn, Timothy Wallace, Mark Ringleman and David Lockridge. Also assisting on this project were Ben Carroll, David Johnson, Michael Young, John Grafner, Ron Posey, Mason Niel, Harry Riddle, Craig Henry, Bill Weidenaar, Mike Haley and myself.

Mark embodies the focus on back to basics we are striving for; he exemplifies our people power, and he has readily welcomed our new techs to the unit shop, helping guide them along and feel at home. Mark went way above and beyond in his efforts, stepped completely outside his everyday job expectations, got many others to do the same and had a very successful outcome.

– Orlo Petersen, Manager, Maintenance Operating Division, Bus Operations

Bus operator steps up to fill vacant trips on a moment's notice

“Big thanks to bus operator Charles Blakney for stepping up on Route 0, Block 1, on Feb. 4, when the relief operator didn't show up. Blakney opted to stay on the route instead of the assigned run on Mall Relief Block 81, showcasing a commitment to improving connections and lives – especially since two Route 0 runs were already dropped. Although relief eventually occurred, we appreciate Blakney's dedication to assisting customers, reinforcing RTD's vision to be the trusted leader in mobility.”

– Tina Jackson, Lead Dispatcher, Bus Operations

Employees quickly pivot to operate snow desk during recent storm

“Senior Equipment Engineer Robbie Hunter and Technical Training Manager David Plumisto showed up on Saturday, Feb. 3, to open the snow desk for bus maintenance. We appreciate our employees who will stop what they are doing and do what is needed for the agency.”

– Eric Castillo, Assistant General Superintendent of Maintenance

Operator's quick reaction to a customer's health issue potentially saves life

On Feb. 2, bus operator James Killingsworth’s observations, situational awareness and due diligence potentially saved a person’s life. On this date, while operating a bus on the BOND route around 30th Street and Mapleton Avenue in Boulder, a male customer began having chest pains and suffering a heart attack. By recognizing the medical concern, knowing his surroundings and facilities in the area, and understanding the urgency to seek medical attention, Killingsworth obtained help for the individual by pulling into a fire station at 30th Street and Arapahoe Avenue, where fire department personnel were summoned to assist.

Thank you, James, for your stellar and commendable employee service, but more so, your commitment to professionally serving the general public, one that required a quick decision on this particular day. Your actions exemplify the true meaning of humanity and the spirit of RTD. Without a doubt, you upheld the RTD mission to make lives better through connections.

– Commander Phillip Englishbee, RTD Transit Police Department

A message of gratitude for Deputy Police Chief Steve Martingano

Last week, Deputy Chief Steve Martingano spoke to about 30 members of the Mpact National Steering Committee, a group of transportation supporters from around the country who were holding a meeting in Denver. During a tour of Denver Housing Authority’s Sun Valley development, Steve described the area’s security issues, the evolution of the police force at RTD, the important work of mental health professionals on the team, and the depth of communication and coordination with local police forces. In all this, he displayed impressive experience and thoughtfulness around complicated social issues, as well as sincere empathy. And on top of all that, he told funny jokes! As far as I could tell Steve confidently and effortlessly won over the Mpact group and gave them a lot of ideas to bring home to their respective cities. Steve earned their trust and admiration and made me proud to have him as a colleague.

– Chessy Brady, Manager, Transit-Oriented Development

East Metro's maintenance team reaches zero overdue component change outs

Major kudos to East Metro’s maintenance team for achieving zero overdue component change outs! CCOs prevent breakdowns. The accomplishment was years in the making and reflects great teamwork among Service & Cleaning, mechanics, supervisors and managers. Bus Maintenance is very proud of the East Metro team!

– Sangman Yoon, General Superintendent of Maintenance, Bus Operations

Kudos to light rail operators for supporting our customers

I ride the E, H, or D lines to commute to the Blake Street office for work. Time and time again, I observe our light rail operators demonstrating compassion and respect to our customers in multiple ways. More specifically is how our operators support our customers using the high block and mobility devices to board the train. The patience and dignity shown to our customers using our accessible services is noteworthy and should be commended. Everyone deserves and has the right to a quality transit experience to go about their daily lives, and our operators play a significant part in that. The lives they impact – not just in taking them where they need to go, but in giving them respect – extends beyond when they exit the train. It also demonstrates a message to fellow customers about RTD’s commitment to making lives better through connections. Lastly – and on a personal note, as someone with a loved one who depends upon a more accessible world – it restores my soul and hope, which I can only imagine is the same feeling for those in the lives of these customers.

While I do not know the names of the specific operators, I want to thank them all and let them know we see you! Keep up the great work.

– Betsy Hinojosa, Business Program Manager, Communication and Engagement Department

Dispatchers' close eyes on Olde Town Arvada Station saves woman's life

On Jan. 15, public safety dispatchers Corey Mitchell and Autumn Schoepflin demonstrated outstanding situational awareness and keen observation skills. While actively surveilling the Olde Town Arvada commuter rail station, they noticed a female in the right of way. She was not dressed for sub-zero temperatures and was observed falling twice. Recognizing the potential danger of hypothermia and the woman's distress, Mitchell and Schoepflin coordinated responses from transit security and emergency medical services. As a result of their effort, paramedics were able to reach the distressed individual, who was subsequently transported to a hospital.

– Tammy VanDrake, public safety dispatcher

A message of gratitude for Lex Nast, RTD's print shop wizard

Reproduction clerk Lex Nast has always gone above and beyond to create and distribute training material that our department needs. He takes what you've envisioned and puts it into a tangible teaching unit. He provides a way for me and other trainers to put our creation or product into the hands of the people who need these items. Over the years, Lex has proven himself to be dedicated and steadfast. He pleasantly surprises us with the quality of his work and just how fast he gets the job done – he is a machine. In simple terms, without Lex, it would not be possible for us to teach our classes. He is prompt and professional and has never let us down.

On one occasion, I had to instruct RTD police on the yearly vessel training, where we show them how to quickly immobilize buses in our fleet. They had a request to add more officers to the training class at the last minute. I didn’t have enough first responder manuals on hand. I called Lex, and he told me to come down to Blake Street, where he stopped what he was doing and printed the manuals on the spot! How awesome was that? Being an instructor and showing up to class without any reference material would have been a disaster.

Lex helped me with the final layout of the book for the first basic electrical class I was teaching. Walking into class with the proper materials and having them look professional helps with my confidence as a facilitator of a classroom.

Lex is awesome!

– Jon Paul Mitchell, Technical Training Instructor/Supervisor

Quick action from public safety dispatcher saves life

On Dec. 22, public safety dispatcher Heather Siminas demonstrated exceptional professionalism when she received a call from an individual contemplating suicide at the Peoria commuter rail station. Despite the caller's repeated attempts to terminate the conversation, Heather adeptly engaged the individual, gathering crucial information over the course of approximately 15 minutes. Concurrently, lead public safety dispatcher John Ambroz and public safety dispatcher Thomas Garza coordinated multi-agency response. As a result of this effort, Aurora police officers and paramedics were able to safely contact the distressed individual, who was subsequently transported to a hospital.

– Alex Brodsky, Manager, Public Safety Communications

Kudos to Facilities Maintenance employees for their hard work during the winter months

I would like to highlight our Facilities Maintenance group as they tirelessly ensure that our employees are kept safe during the hazardous winter weather months. Without their continued efforts to keep the walkways clean and dry by coming to work in the early hours, we would likely have more to worry about walking on icy, slippery surfaces. I am particularly grateful for my FM group here at Platte, and I would like to highlight Bobby Mills and his crew, not only for his efforts outside my building, but also inside the Platte Wellness Center. The crew also completes repairs in a timely manner. I believe he and his team exemplify the values of passion, respect, diversity, collaboration, trustworthiness and ownership.

– Momoko Cordova, Physical Therapist

Commuter Rail crew shows collaboration and passion

On the cold morning of Jan. 9, a mechanical issue left a train disabled at Eastlake•124th Station during a.m. peak. Engineer Rocky Bishop and conductor James Russell were the crew operating the train following that disabled train. While heading north, and knowing that the disabled train was already late beyond recovery, they made the astute decision to pick up southbound customers at Thornton Crossroads•104th and Northglenn•112th stations so they could be accommodated on the train’s next southbound trip. Meanwhile, at Eastlake, engineer Patricia Garcia and conductor Floyd King worked alongside the N Line operations control center (OCC) and field supervisor Dustun Martinez to troubleshoot the issue on the disabled train. 

Once it was determined that the disabled train could not perform its southbound trip, Garcia, King and Martinez collaborated with OCC to bring the customers on the disabled train onto Bishop’s train, which was coming into Eastlake. Bishop and Russell hustled and got the train turned around and headed south so those customers could get into the city on time. This was a wonderful display of purposefulness in work (passion) and working together to achieve RTD’s mission and vision (collaboration). Incredible job to all involved.

– Phil Washington, Manager of Rail Service Delivery, N Line

Officers focus on customer safety during bomb threat

On Jan. 10, Transit Police Officers Dominick Castiglione, Brian Beary and Erik Giles demonstrated exceptional dedication and professionalism in handling a bomb threat involving a bus near Sheridan Boulevard and West 82nd Avenue in Arvada. The vehicle was inspected by Westminster Police Department and the Denver County Sheriff canine unit, and no suspicious items were located. Despite the tense situation, the officers ensured the safety of passengers and the bus operator during the process.

The caller of the bomb threat was ultimately traced to an address in Denver, and the individual admitted to making the bomb threat as a prank while intoxicated. The suspect was charged with false reporting to authorities and hindering transportation, subsequently arrested and jailed on an outstanding warrant. The suspect was also given a 90-day suspension from RTD property. Please join me in acknowledging the outstanding efforts of these officers to resolve this incident. Their swift response, effective coordination and commitment to public safety reflect the highest standards of our department.

– John Grygorcewicz, Transit Police Commander

Staff display teamwork in delivering New Year’s Eve services

Employees across the agency displayed incredible teamwork and dedication in delivering Zero Fare for New Year’s Eve service, benefiting thousands of customers across the region who relied upon RTD as they celebrated. Thanks go to all rail operators, supervisors and staff, with many going above and beyond to provide additional trips into the morning hours. Also, approximately 35 Transit Police officers assisted customers on New Year’s Eve, many riding trains and buses. A few officers rode bus Routes 15 and 0, as well as the W Line, throughout the night. These employees exhibited RTD's values of passion, collaboration and ownership.