After two decades in financial services and pension administration, Al Chang was ready to get out from behind the desk.
Earlier this year, he started a new career as a bus operator. The new role offers what he describes as "the best view in town," as well as the chance to help people every day.
“I wanted to get out of the cubicle and into the community,” Al said. “Instead of helping them through numbers behind a monitor, I’m helping them face-to-face.”
One rider, a Somali woman with mobility challenges, has become part of Al’s daily life. “She calls me her brother,” he said. “I know where she needs me to stop, when to lower the ramp. We’ve built trust.”
For Al, moments like that aren’t rare. He sees them as central to the job. “We’re not just operators,” he said. “We’re social service agents on wheels. People tell you what they’re going through. Sometimes you’re the only person who hears them that day.”
Case in point: A recent rider quietly boarded his bus after leaving a hospital. “He told me his wife had just lost one of her legs,” Al said. “And soon, they’d need to take the other. He just needed someone to listen.”
Al’s empathy and people-first approach come naturally, and not just from his time working with pensioners. He’s a father, too, and his kids have even ridden along with him on shorter trips. “They love seeing the city from this side,” he said.
When he’s not behind the wheel, Al’s building tools to help others. He’s already created custom maps to help fellow operators navigate unfamiliar routes. The resources have proved so useful co-workers have encouraged him to pursue a training role when one opens up. “I like helping people, whether it’s passengers or peers,” he said.
Though still within his first year, Al’s already looking ahead. “This isn’t just a job,” he said. “It’s a service. It’s about showing up for people, every day.”
Listen! Al recently joined Metro Transit General Manager Lesley Kandaras on the Racket's podcast, RacketCast. Listen to the episode here.
Help keep the metro moving!
Learn more about how you can make an impact and keep the metro moving as a bus operator at metrotransit.org/drive