“Terror in the downtown.” That is how merchants described the spring of 2020 in a California downtown I supported. One of them told us: “I spent [expletive] 45 minutes dealing with a naked 5150 blocking the door to my business, and I’m the one punished for it!” (Profanity masked; 5150 is California’s code for an involuntary mental-health hold.)
The pandemic had taken away foot traffic and thinned out services at the same time. Merchants, residents and visitors were afraid. Steve Raphael, a University of California public policy professor and co-author of a California Policy Lab analysis, put the statewide picture in context: “In California, homicides increased by 31% and aggravated assaults increased by 9%, while robberies decreased by 14% and rapes decreased by 8%. The increases in certain crime rates, especially homicide, are troubling, though it’s also important to keep in mind that California’s homicide rate is 61.8% less than its peak in 1980.” That compares 2020 with 2019.
Our unsheltered neighbors suffered most. With fewer services, no housing and more crime in public spaces, the chronically unsheltered were easier targets for opportunistic crime.
The complaint was clear: downtown no longer felt safe, and our Ambassadors couldn’t fix it.
The BID’s CEO chose to meet that head-on. We advised adding trained Safety Ambassadors who would complement the Hospitality and Cleaning team already on the street. As the contractor’s Operations Manager, I supervised the two ambassadors in the field. We didn’t blame circumstances or someone else’s job.
A pilot with a scorecard
The BID proposed a three-month pilot based at the main transit plaza, co-funded by the BID and two local partners. It cost $28,000, split three ways. Before it started, they wrote down what success would look like (fewer incidents and a greater sense of safety for merchants, employees and visitors) and what failure would look like.
What the first two months recorded
· 182 crime and offense incidents, including 98 thefts and attempts, 56 verbal threats and 16 cases of harassment
· 410 quality-of-life incidents, from blocked sidewalks to disturbances
· Assistance with 7 arrests, and stolen merchandise recovered on at least 5 occasions
· 3 assaults on ambassadors, each handled safely and professionally
The report also noted that panhandling near the plaza had fallen since the program began, and that the ambassadors were building relationships with people on the street.
What happened next
The board approved a Community Engagement Ambassador program for the full district. It brought more security, both perceived and real, and it lasted 18 months, until heightened public concern subsided. In the months after the pilot, the same model helped launch similar programs across the region. The pilot’s ambassadors were absorbed into the long-running Ambassador program as senior staff. The program also supported our own team: ambassadors felt safer doing their work, and the Safety Ambassadors became a valued part of the Ambassador team.
Four lessons I carry
1. Define success before you start. A pilot with a clear scorecard gives the board evidence, not opinions.
2. Visible presence deters and serves. The same ambassador who discourages a theft also checks on someone in need.
3. Safety and compassion belong together. Building rapport with everyone on the street resolved more situations peacefully.
4. Show up like the customer. The best partners take on the problem alongside the BID, including the uncomfortable parts.
Questions to ask your provider
If your district faces similar pressure, ask: What will you do in the first 30 days? How will we know it’s working? What will you report to the board, and how often?
I’ve brought these lessons to Total District Solutions, where I lead National Operations and the West Coast. If you’re facing this in your district, I’d like to hear about it.
Sources: California Policy Lab report on crime trends during the COVID pandemic (September 2021); two-month pilot report (June and July 2020).
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