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Block by Block Brings More Responsive, Data-Driven Approach to the Port Authority ACES Program

New York, NY. – For the 120 million to 130 million travelers moving through the Port Authority of New York and New Jersey airport system each year, the difference between a stressful arrival and a smoother experience often comes down to one simple thing: finding the right help at the right time.

That is the work at the heart of the ACES program, short for Airport Customer Experience Specialists. Through its new contract with the Port Authority, Block by Block now manages teams that provide hospitality, wayfinding and customer care support at four major airports: John F. Kennedy International Airport, Newark Liberty International Airport, LaGuardia Airport and New York Stewart International Airport.

ACES team members are stationed in high-visibility locations, including arrivals areas, where travelers frequently need quick answers and calm guidance. They help people understand transportation options, find taxis or rideshare locations, navigate terminals, locate hotels or meal options and get general assistance in an airport environment that can be challenging even for experienced travelers.

For Block by Block, the Port Authority contract is both a significant operational opportunity and a natural extension of the company’s broader work in public spaces.

The Port Authority and Block by Block are working to build on that culture to raise the level of service to travelers while also gathering better information to manage and improve the program.

“Block by Block has a long history of working with communities to make improvements to hospitality, cleanliness, safety and comfort on sidewalks, in parks and other public areas,” said Block by Block President Blair McBride. “In recent years, we’ve extended our reach into supporting major transit systems, and airports were the obvious next step.”

“This evolution is centered around people,” he added. “We focus on hiring people who love to serve the people who gather in public spaces, whether that’s to visit restaurants and shops in a business district, use a bus or train to go to work or travel through an airport for leisure or business. They all want their experience to be easy and enjoyable.”

Managing a complex transition

Block by Block began providing services to the Port Authority airports in April, with a workforce that includes more than 200 employees across Stewart International, LaGuardia, Newark Liberty and JFK. Many employees have been part of the program for years, creating a stable foundation as Block by Block introduces new systems, expectations and management practices.

Like any large transition, the early months required the company to manage change while continuing to deliver service. The work included onboarding teams, reviewing wage structure, and building operational systems while the program continued running day to day.

That is one of the reasons Block by Block is taking a measured approach. The first phase was focused on stabilizing service, listening to employees, gathering data and identifying opportunities for improvement.

A service program built around visibility and proactive Engagement

One of Block by Block’s early priorities was to reinforce the customer engagement role of ACES team members. The goal is not simply to have employees present at the airport but also to have them positioned where they are easy to see, easy to approach and ready to offer assistance before a traveler may even realize they need help.

The company also invested in improving the employee experience. New uniforms are designed to be more modern, highly visible and comfortable for team members who may be standing for extended periods of time.

Employees who are easier for travelers to find and more comfortable during long shifts are better positioned to deliver consistent, friendly and effective service, according to Carin Cardone, Division Vice President for Block by Block.

“We do not want ACES team members waiting in a corner for someone to come ask a question,” Cardone said. “We want them stepping into the areas where travelers are making decisions: arrivals doors, taxi queues, rideshare pickup areas, baggage claim and other high-traffic points. Our team lets people know we are here to help. That might mean greeting a family before they start searching for ground transportation, helping an international traveler understand the next step or directing someone to the correct shuttle. Those seemingly simple, proactive encounters are sometimes the most meaningful when travelers are unsure.”

Turning activity into actionable information

Another important focus for the new program is improving data for the Port Authority. Prior to Block by Block’s contract, reporting relied heavily on paper-based statistics. Block by Block implemented its SMART System to track tasks and activity in real time, providing clearer reporting and more practical decision-making for its company leaders and the client.

More data is not always better data, Cardone noted. Block by Block continues to work with the Port Authority to refine reporting around a set of meaningful measures – 10 to 15 key statistics that help the Port Authority understand the needs of travelers and where adjustments can improve service.

Current data tracks measures such as overall traveler engagements and the nature of queries, including hotel, rental car, parking, restroom, transportation, airline and other questions as well as passenger assistance.

Block by Block logged more than 1.1 million interactions in the first 90 days of operation.

Because the ACES program operates across multiple airports with different passenger flows, staffing needs and physical layouts, efficiency is a priority. Block by Block has reviewed schedules, staffing levels, deployment patterns and management coverage to identify ways to improve performance while staying within budget.

That work includes reviewing staffing and scheduling against actual data, evaluating how team members move between terminals and considering where additional management oversight may be needed, especially on overnight shifts. Early pilot efforts at LaGuardia and Newark are helping the team test ideas and determine what can be scaled across the broader program.

“The numbers are important because they show the scale of the work, but the real measure is whether travelers feel supported in the moments that matter,” Cardone said. “Every time an ACES team member steps forward to answer a question, prevent confusion or guide someone to the right place, we are improving that customer’s experience and giving the Port Authority better insight into what travelers need. That is where this program can keep getting stronger.”

Great Places Don’t Happen by Accident: The Power of Public Space Management 

Imagine walking through two downtown districts. One is clean, vibrant, filled with people dining outdoors and browsing local shops. The other has overflowing trash cans, graffiti-covered walls, and empty sidewalks. The difference isn’t luck. It’s place management. 

What Is Public Space Management? 

Public space management, also known as place management, is the coordinated effort to keep public spaces such as downtown districts, business improvement districts (BIDs), parks, transit systems, and campuses clean, safe, and welcoming.

By bringing together local governments, businesses, and community stakeholders, public space management helps create vibrant public spaces. It can determine whether a destination becomes a thriving hub where businesses succeed, residents feel connected, and visitors want to return, or a place people avoid. 

Why Public Space Management Matters 

Public space management directly influences how people experience, use, and invest in a district. Because public spaces are often the first thing they notice, their appearance and condition are essential to creating a positive first impression and overall experience. 

Well-managed public spaces encourage people to spend more time in a district, increase foot traffic and contribute to long-term economic growth, making communities more attractive to visitors and investors. 

Another important aspect of place management is that it’s proactive. Rather than responding to problems as they arise, it identifies and addresses issues before they escalate, helping preserve the vibrancy of public spaces. Even the most thoughtfully designed districts can quickly decline without consistent management and care. 

Common Challenges Without Public Space Management 

Communities without a public space management program often face service gaps that impact appearance and condition of public spaces. Without dedicated Ambassador Teams, responsibility for cleanliness and maintenance can become fragmented across multiple departments. Issues take longer to identify, report, and resolve because no single team is responsible for coordinating them.  

By identifying and resolving issues early, place management helps districts avoid the high costs of deferred maintenance and declining public perception. The result is inviting public spaces where people feel comfortable living, working, shopping and spending time, while supporting long-term growth and community pride.

Signs your Community Could Benefit from Ambassador Services 

Not every community experiences the same challenges, but there are common warning signs that indicate a need for public space management. The following are indicators it may be time to consider implementing a dedicated place management program: 

Operational Signs

• recurring graffiti  
• overflowing trash  
• unresolved maintenance issues 

Economic Signs 

• declining foot traffic  
• vacant storefronts 
• reduced event attendance 

Experience & Perception Signs 

• visitor complaints 
• declining perception of safety  
• businesses expressing concerns 

Conclusion 

Today’s public spaces compete not only on economic opportunities but also on the experiences they provide. Public space management helps ensure that residents, visitors, businesses, and investors experience a district at its best every day.  

Beyond improving appearance and safety, effective public space management fosters a sense of pride, strengthens community connections, and supports the local economy. It helps create environments that encourage activity, attract investment, and enhance the quality of life for everyone who uses the space.

As communities continue to grow and change, the importance of investing in public space management will only increase.

Looking Through a Different Lens: Body Cams Improve Public Safety by Capturing and Deterring 

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Block by Block began testing body cameras about a year ago, bringing an added dimension of security and trust for both the Ambassadors who wear them and the communities they serve.

Based on the success and lessons learned from pilot deployments, body-worn cameras are now standard issue for Community Response Officers (CROs) with Block by Block’s sister company, Civicity.

Civicity is a human-centered public safety model developed by Block by Block for modern public spaces, including downtowns, entertainment districts, campuses and transit environments.

“Part of using body cams is to raise the bar as far as the professionalism of a security role or a safety role out in the public spaces,” said Steve Saunders, Civicity’s Vice President of Security Strategy. “It really promotes transparency, professionalism and builds public trust. And those are key elements in why you would have body cams on your uniform as you’re out in the public spaces.”

Body cameras support efforts from de-escalating situations to assisting police with investigations, serving as a reliable source of factual information when needed.

“In my experience, body cams do a great job of providing factual information,” Saunders said. “Sometimes when emotions get elevated, interactions can be misinterpreted, but the body camera captures the video and audio exactly as it happened. It’s very unbiased, so it’s a very good tool for that purpose.”

How do Civicity officers wear body cameras?

CROs and Ambassadors wear body cameras on a harness in the center of their chest, so anyone they encounter can see they are recording — an important step in building public trust and creating calm.

Destiny Mosley, Operations Manager for Louisville Downtown Partnership, has seen firsthand how body cameras have helped.

“It really makes the team feel more confident in the work that they’re doing,” Mosley said. “They can focus on their work without questioning their actions because if something happens, it’s all on camera. There’s no question about it. I think it also builds trust within the community because they know we are taking our job seriously.”

Mosley also says body cameras are a valuable training tool for Ambassadors because supervisors can review footage of responses and openly discuss how to better prepare and improve.

The de-escalation benefits of body cams shouldn’t be overlooked, Saunders added. As CROs and Safety Ambassadors with body cameras arrive during a disruptive or unruly gathering, noise and activity tends to calm down.

“People pay attention and are on their best behavior when they see the cameras,” Saunders said. “Then, our team can talk calmly and use their de-escalation skills to address any problems and get help, if needed.”

What kind of cameras do Block by Block and Civicity use?

While Ambassadors use various versions of body cameras, Civicity CROs are equipped with Halos units as part of their standard uniform equipment.

The high-quality cameras sync with the company’s SMART system and upload video in real time. The SMART System is Block by Block’s proprietary data collection and accountability platform. Footage stored in SMART can be shared with company leaders, partners or authorities.

With real time access, Operations Managers are able to better support Ambassadors and CROs remotely, even while a response is underway.

“If something is happening in the field, even if it’s not an emergency, we can pull up live footage and guide them through the situation, “Mosely said.

Body cameras have also helped Block by Block and Civicity better tell the story of the work being done in the communities they serve.

“It’s an advantage for our customers, too. They see us out working, and we can show them the evidence of what we do,” Saunders said “Sometimes that work is challenging — interacting with individuals facing mental health or substance abuse issues, or those in need of serious intervention. We can share that confidentially with our customers to validate both the importance and impact of our work.”

As body camera technology continues to evolve, it’s clear these devices are not only a tool for safety but also a critical part of building trust, improving performance and strengthening the connection between Block by Block, Civicity and the communities we serve.

Block by Block Announces Andrew Thomas as Vice President, Western Division & Civic Strategy 

LOS ANGELES, CA — Block by Block is proud to announce the appointment of Andrew Thomas as Vice President, Western Division and Civic Strategy. In this role, Thomas will oversee operations across 12 states, supporting teams and clients throughout the region. 

Thomas later served as Executive Director of the Westwood Business Improvement District before returning to Santa Monica as Chief Executive Officer in 2022. Prior to joining Block by Block full-time, Thomas also served as a consultant, providing strategic guidance within the industry. 

“I understand the challenges organizations face and the expectations from stakeholders to deliver high-quality services,” said Thomas. “Having worked closely with business owners, property owners, and boards, I bring a perspective that focuses on what matters most to our clients. My goal is to help Block by Block continue delivering strong, reliable service while supporting the unique needs of each community.” 

Thomas’s background across both the private sector and public place management gives him a well-rounded approach to leadership. 

“I’ve always carried a private sector mindset into public space management,” Thomas added. “That perspective helps drive efficiency, strategic thinking, and a focus on outcomes. It’s not just about services or pricing models — it’s about understanding priorities and creating solutions that truly support our clients.” 

He is particularly passionate about working with stakeholders, improving operations, and helping communities thrive. 

“I believe one of my strengths is the ability to step back and see the bigger picture — understanding what makes each community unique and how we can tailor our services to meet those needs,” said Thomas. 

In addition to his professional experience, Thomas has served on the board of the California Downtown Association since 2014. 

Block by Block has been a trusted partner in downtown management since launching its first program in Louisville, Kentucky in 1995. Today, the company operates in more than 180 locations across the United States, providing clean, safe, hospitality, and outreach services for improvement districts, parks, transit systems, campuses, and other public spaces. With a model grounded in research, best practices, and modern technology, Block by Block continues to evolve in how it serves communities. 

For more information, visit www.blockbyblock.com. 

Fleet Management Program Consolidates Vehicle and Equipment Purchases

Innovation is a cornerstone of Block by Block, and with the recent addition of the Fleet & Vehicle Program, we’re exploring how centralizing vehicle purchasing and equipping can benefit both our teams and our customers.  

Derreck Hughes, Vice President of Operations, said the Fleet program originated in Block by Block’s Louisville Lab during the spring of 2024 to explore efficiency and cost-saving measures. He found that leasing through “big-box” companies and sourcing vehicles locally didn’t offer the purchasing power or market controls needed for operations. His solution was to centralize purchasing and branding to allow equipment to arrive at our local operations fully outfitted and ready for field deployment. Hughes said that by standardizing equipment selection, Block by Block can ensure uniform vehicle specifications and layouts across the fleet, as well as improved inventory control, streamlined maintenance, and scripting specific training for the most used items. 

Block by Block vehicles are now purchased directly through a corporate program with Ford. Hughes said in addition to a savings increase, buying factory direct allows us to predict procurement needs and inventory our fleet. Having equipment “on the shelf” — as opposed to ordering once a need arises — can cut lead times down by several weeks. And because the trucks are built in Louisville, “it’s also giving back to the community,” he added.  

Block by Block has also begun working with local vehicle wrap vendors to ensure prioritized scheduling, so vehicles are sent to customers ready to be deployed as quickly as possible. The centralized service approach allows all vehicles to be equipped with safety features such as telematic GPS systems and dashboard cameras, and items to aid operations like truck cages and accessory lighting packages. To manage this new Fleet program, Block by Block named James Wells the Director of Fleet Operations and Innovation. James brings more than 20 years of equipment, logistics, and operations experience to the position. 

“The key for us is creating consistent vehicle packages that improve operational efficiency while taking the burden off of the local management teams,” said Wells.   

Fleet purchasing centralization is also being extended to equipment including pressure washing and information trikes, Tenax street sweepers, GEM EV utility vehicles, leaf vacuums and relay communication devices. This means the company can leverage greater savings and cost effectiveness, as well as better plans for repair cycles and reduce downtime and emergency repairs. 

With the recent enhancements to Block by Block’s reporting system, the SMART System, the company has visibility into the usage and maintenance intervals of our entire fleet to help make data-driven decisions about what equipment works for public spaces.   

“When you have powerful data at your fingertips, we can make better decisions on how to improve our operations through our equipment fleet, how we support our managers and ultimately, how we provide better service to our customers,” Hughes said. 

Block by Block launches services for Gatton Park

Block by Block is proud to announce the launch of a new Ambassador program in Gatton Park, Lexington’s newest park, located in the heart of downtown behind Rupp Arena.

A dedicated team of six Ambassadors will be on patrol seven days a week, providing a wide range of services to keep the park clean, safe, and welcoming. Their work will include walking patrols, trash removal, facility maintenance, landscaping, hospitality, event setup and more.

“We’re thrilled to welcome Gatton Park to our portfolio and to apply the knowledge we’ve gained from other parks to ensure a strong start,” said John Koch, Central Division Vice President of Block by Block.

The program is made possible through financial support from by The Blue Grass Community Foundation, the Town Branch Fund and private donations.

The Gatton Park Ambassador Program follows the proven success of Block By Block’s other Parks programs which have transformed spaces once plagued by trash, encampments, and unwanted activity into vibrant destinations for the public.

For example, before the launch of the Ambassador program at Republic Square in downtown Austin, the park served as an unofficial encampment and was known for high levels of negative activity. Today, Republic Square—and nearby Waterloo Park—are clean, safe, and inviting gathering places for the community.

“Prior to us being there, the incidents were a lot higher and the parks were dirty,” said Nick Haines, Regional Vice President of Block by Block. “Our teams make a huge impact when it comes to creating parks that feel safe, cared for, and welcoming.”

Ambassadors not only address daily cleaning and maintenance, but also engage with the unhoused community, help manage curfews, and enhance the overall visitor experience. Their presence fosters an environment that encourages families, residents, and event organizers to return and enjoy the parks.

“We’ve seen a dramatic increase in park visitors in the parks we manage as our events have become more appealing,” said Haines. “The district can now book more events because the parks are beautiful and inviting. When prospective event producers tour the parks and see Ambassadors in action, it becomes an effortless sell — it truly sells itself.”

With the launch of the Ambassador program, Gatton Park is poised to follow this same path, becoming a lively destination for community gatherings, events, and everyday enjoyment.

Block by Block has a robust history working in downtowns since their first program launched in Louisville, KY in 1995. More than strictly a clean and safe service provider, Block by Block has developed an optimized operating model built on best practices, research, development and modern technology that has attracted partners in more than 850 locations nationwide, including improvement districts, parks, college campuses, transit systems and other public spaces.

For more information about Block by Block, visit https://www.blockbyblock.com/

A Drought Didn’t Stop Dylan

Block by Block Ambassador Programs are all about finding innovative, community-first solutions to challenges in public spaces. A great example of this ingenuity can be seen in the creative solution Dylan Watson, Operations Manager in Corpus Christi, found to solve water restrictions during the region’s Stage 3 Drought.

With water use restricted, questions arose about how routine tasks like pressure washing sidewalks and watering planters could be accomplished. But Dylan had an idea.

As a one-time aquarium owner, he knew that when water is purified – like for use in aquariums – an output of unpurified water typically goes down the drain. He realized that the car wash next door to his Operations Center likely used a similar purification system, and he was right.

While this output water, called “grey water,” can’t be used for human consumption, there is no problem using it for cleaning. So, Dylan worked with the car wash owner to collect it for cleaning projects in the district. But he didn’t stop there.

Downtown Corpus Christi has over 100 planters with flowers on every block. Under the drought restrictions, watering them with fresh water was prohibited and they were at risk of withering away. Determined to preserve the planters, Dylan had the “grey water” tested to see if it was harmful to plants. It wasn’t.

“We’ve found a way to keep our plants alive through the summer, through the drought,” Dylan said.

Thanks to his resourceful thinking, the Corpus Christi Ambassador Team remains fully operational despite water restrictions. They not only clean sidewalks by pressure washing spills and stains but they’re also keeping the planters hydrated and blooming, even during the harshest weather conditions.

To ensure transparency and avoid confusion, the team added special decals indicating that the water is “grey water” and 100% recycled.

This is just one example of how Block by Block Teams finds creative solutions to issues in their communities. We applaud Dylan for his ingenuity and commitment to keep Downtown Corpus Christi looking vibrant during this challenging time!

Growing Great Leaders Q&A with Paulita and David

At Block by Block, we pride ourselves on investing in and cultivating great talent. We strive to promote internally every chance we get because with nearly 3,000 employees nationwide, chances are that our next great manager is already here.

In fact, many of our leaders began at Block by Block as frontline Ambassadors — including this month’s Culture Club highlights, Paulita Elliott and David Aguilar. Both Paulita and David are approaching work anniversaries — 20 years and 15 years, respectively. In honor of these impressive milestones, we asked them to share a bit about their experience and advice they have for employees aiming to build lifelong careers with Block by Block.

Paulita began as a Safety Ambassador in 2005 with our program in Downtown Long Beach, Calif. Over the years, she was promoted to Team Leader, Operations Manager, Director of Operations, Regional Director of Operations and General Manager. As General Manager, she oversees three prominent Ambassador Programs in San Francisco.

In 2010, David, like Paulita, started at Block by Block as a Safety Ambassador in Downtown Long Beach. He is currently a Regional Vice President but was previously a Regional Director of Operations, an Operations Manager and an Operations Supervisor.  

P denotes Paulita’s responses, while D denotes David’s.

How has your leadership style changed over the years?

P: If I am being honest – not much – still a straight shooter. I believe that I am pretty black and white related to rules, but over the last 3 years or so, I can give a little grey. The rules are there for a reason. I believe in leading by example and not asking anyone to do anything that I have not done or am not willing to do. This has not changed.

D: My leadership style has remained consistent over the years, but I have refined it based on my experiences. I strongly believe in empowering others to make decisions using their knowledge, training, moral compass and the advice of their peers. Mistakes are inevitable, no one is perfect, but what matters is recognizing them and learning from them. My role as a leader is to provide support and guidance, ensuring that my team grows both personally and professionally.

What advice would you give someone aspiring to hold a leadership position or become a Regional Vice President?

P: Work on your people skills because our people are our product. The way we treat and train them is how they will represent and work for us.

D: It’s okay to ask for help! Block by Block’s senior leadership has done a phenomenal job of building a strong support system for those in leadership roles. You don’t have to do it alone. Remember, you’re surrounded by experienced and knowledgeable people who are always willing to help. Leverage that support, learn from others, and grow together.

Have you had any mentors along the way? Who were they and how did they help you?

P: Derreck Hughes when he was my RVP for my region way back in the day. He gave me true feedback even when I may have not wanted to hear it and worked on strategies to resolve challenges at my account.

D: I’ve had the privilege of working alongside some incredible people within Block by Block, as well as outside the organization, many of whom have become mentors and role models over the years. Two individuals who stand out are Kris Zagyva and Paulita Elliot. I first had the pleasure of working for them and later alongside them. While their management styles are vastly different, some might even say complete opposites, both have played a significant role in shaping my own leadership approach. They taught me the importance of setting high standards, fostering accountability, leading with integrity, encouraging collaboration, and, most importantly, making work enjoyable.

Do you have a perspective or mindset that you attribute to helping you succeed?

P: Mindset is everything and hard work always pays off.

D: I’ve placed a strong emphasis on the importance of self-care. Throughout my career, I’ve faced countless stressful situations, and I quickly realized that it’s hard to perform at your best if you don’t take care of yourself. Having an outlet, whether mental or physical, is essential for maintaining balance and sustaining long-term success.

What excites you most about the future leadership at Block by Block?

P: I am excited to see the growth and change and to see more frontline employees grow and develop into higher positions and to be able to share their journey with others.

D: There’s a wealth of untapped creativity within Block by Block. I love engaging with OMs and Ambassadors during my visits. It’s always exciting to hear about new initiatives and creative solutions to unique challenges. These conversations reinforce just how much innovation and ingenuity exist throughout the organization.

What has been your biggest challenge and how did you overcome it?

P: Being a woman in charge can be considered a big challenge at times, but no matter who you are, your work stands for itself. I think being myself and working hard.

D: Like many, managing my time and stress has been one of my biggest challenges. While I wouldn’t say I’ve completely mastered either, I’ve made significant progress. Relying heavily on my calendar for alerts, reminders and scheduling has helped me stay organized and manage my time effectively. For stress management, physical activities like hitting the gym and practicing Muay Thai have been invaluable in keeping me balanced and focused.

If you could turn back time, (cue Cher) what advice would you give your past self?

P: Continue on a regular workout regimen because once you stop; it’s hard to go back. Continue learning Excel – we are still not quite friends…

D: Don’t be too hard on yourself, no one is perfect. Set your pride aside and don’t be afraid to ask for help or lean on the resources around you. You won’t always have all the answers, and that’s okay. Growth comes from learning, collaborating and embracing the support available to you.

What are some of the changes you’ve seen in this company over your time here?

P: Improved training and processes and more support infrastructure.

D: I’ve witnessed countless changes over the years, and Block by Block has continuously evolved to provide more support both in the field and at our corporate office. We’ve expanded our Project Management team, strengthened our recruiting efforts and grown our corporate support team. We’ve also created development groups, introduced professional coaching and taken a creative approach to building a strong workplace culture. Through initiatives like the Culture Club, we’ve fostered a fun and engaging environment that makes BBB an even better place to work.

You’ve been here a very long time. What is one of your favorite memories at Block by Block?

P: Too many to name… Always enjoy annual, or now every other year, manager’s meetings.

D: I’ve had many unforgettable moments throughout my years with Block by Block. From winning the Rookie of the Year award as a new OM to earning MVP and the Regional Impact Award for Region 909, and even receiving the Community Impact Award from the City of West Hollywood. Each achievement has been meaningful. However, my most memorable moment was winning the gold medal at the first-ever Block by Block Olympics in Houston, TX, during our 2022 Connect and Share OM Conference. Watching OMs from across the country compete by region was an incredible experience, but seeing Region 909 take home the victory made it even more rewarding.

To learn more about their experiences at Block by Block, click here to hear from Paulita and here to hear from David.

Mobile Ambassadors Clean Up 44 Parades over 20 Days

When most people think ‘Mardis Gras,’ it’s usually in relation to New Orleans. But, Mobilians will remind you the first Mardis Gras took place in Mobile, Alabama. Today, Mobile celebrates its Mardis Gras history with nearly three weeks of parades that host over 1 million visitors. 

Since Mobile is only home to around 180,000 people, 1 million visitors and daily parades can take a toll on the downtown landscape. That’s where Mobile’s Downtown Ambassadors come in, and their work begins long before the partygoers arrive.  

Downtown Mobile Operations Manager Allie Barker meets with the Downtown Mobile Alliance months in advance to figure out the logistics of the multi-week event and the responsibilities that the Ambassador Team will take on. 

This year, before any parades began, Ambassadors hung district decorations, distributed promotional materials and set up event fixtures, like handwashing stations and trashcans. 

 While a few Safety Ambassadors handed out candy and stickers to promote a positive image of Downtown Mobile’s brand during the parades, the real “bread and butter” of Ambassador work, Allie said, began the morning after every parade day. 

Each day, the team arrived at 6:30 a.m. to start cleanup efforts. While street-sweeping vehicles arrived overnight to clean the roads, Ambassadors cleaned the sidewalks and other areas in the public right of way. Using leaf blowers, Ambassadors blew all trash, beads and other parade debris into piles at the end of each block to collect it more efficiently.  

“We gotta crush it,” Allie said. “We gotta get on the streets and clean, clean, clean.” 

Working their magic, Ambassadors successfully got the district back to its clean, pre-parade norm by 10-11 a.m., just in time for parade-goers to start filling the streets again. 

Parades and their afterparties lasted late into the evenings, so cleaning wasn’t possible at night. Parade debris and other garbage generated each day would be left on the sidewalks for the Ambassadors to tackle the next morning. And, like clockwork, the Ambassadors were right back at 6:30 a.m. to clean it all again. 

For 20 days, this is Downtown Mobile’s life cycle, and the Ambassadors are an essential part of it.  

“This community here is pretty cool because a lot of the people that are down here take time to stop and thank our Ambassadors, which means a lot to them,” Allie said. “You can tell by that what it means to the community.” 

Block by Block Launches New Ambassador Program for Ballpark District in Denver

DENVER, CO (March 5, 2025) – Block by Block is excited to announce the launch of a new Ambassador Program in Denver, Co., for the Ballpark General Improvement District (GID), commonly known as Ballpark District.

Ballpark District is located in the residential neighborhood and surrounding area of Coors Field — home of the Colorado Rockies, the city’s Major League baseball team.

Fourteen Ambassadors will patrol the district’s 30 blocks, providing cleaning, safety, hospitality and outreach services to district residents, visitors and property owners.

“There is a real excitement in the Ballpark District with the formation of the GID and increased resources being directed at neighborhood improvements,” Chip, Block by Block West Coast Division Vice President, said.  “We are so honored to have been given the trust to be a part of this transformation.”

Block by Block has a robust history working in downtowns since their first program launched in Louisville, Ky., in 1995. More than strictly a clean and safe service provider, Block by Block has developed an optimized operating model built on best practices, research, development and modern technology that has attracted partners in more than 150 locations nationwide, including improvement districts, parks, college campuses, transit systems and other public spaces.

For more information on Block by Block, visit https://www.blockbyblock.com/

About Ballpark General Improvement District

The Ballpark GID is a new district founded to represent Ballpark’s property owners, business owners and residents. Together, the community has invested in improving the district’s safety, cleanliness and beautification.

By forming a GID, the community has secured investments to improve the vibrancy of the district, benefit Ballpark stakeholders and garner further support from the City of Denver or other community partners.

For more information on Ballpark GID, visit https://ballparkdenver.org/.

An Advocate for Compassion: Gainesville Ambassador helps to house 30 in under 4 months

GAINESVILLE, Fla – Outreach Coordinator Eric Davis is a true beacon of compassion in his community. He is philosophical, passionate and devoted to helping individuals experiencing homelessness. With a motto of “Nothing is Impossible, it’s just a time issue,” he believes in holding space for people, meeting them where they are, consistently showing up in their lives and never giving up.  

Since the Gainesville Community Reinvestment Area Ambassador Program launched in December of 2024, Eric has helped find housing for 30 people who were experiencing homelessness in Gainesville.  

His secret? Using his connections to resources in the city to bridge gaps for accessible housing.  

Single Room Occupancy: A Revolutionary Idea 

Before joining the Block by Block ranks, Eric was the Director of Housing Services with St. Francis House, a shelter in Gainesville. It was there that he noticed a common problem: people on fixed incomes could not afford traditional rents as most rental facilities require applicants to earn an income of three times the rent. 

“Living alone is a luxury most people can’t afford,” Eric said. 

Eric searched for possible solutions to this housing crisis and found inspiration from college students who live affordably by sharing facilities and splitting expenses. He recognized the similarity between college dormitories and Single Room Occupancies, where individuals have their own bedrooms, but share kitchens and bathrooms with other renters. 

He realized this same business model could be applied to help individuals experiencing homelessness get off the streets. While a person may not have enough to afford an entire rental unit, they could afford a Single Room Occupancy in a larger building.  

Single Room Occupancies were popular in the late 19^th and early 20^th centuries when downtowns across the United States saw an increase in population density. Despite the transition away from Single Room Occupancies since, communal living opportunities do exist today and offer an affordable solution to living in large cities. 

Eight years ago, Eric met a private real estate owner and convinced him to take a chance on the model. It worked, and today, that owner has ten properties that cater to single-tenant occupants. Eric has built a strong relationship with the owner and is now trusted to recommend tenants. No matter where a person is on their journey — even if they have bad credit, evictions or a poor history — Eric can get them in. 

Eric says Single Room Occupancy buildings are like pseudo-family environments for many people he helps house who may not have had contact with their family for years or may not have any family left. Living together in a community-style environment empowers people to build relationships and rely on one another. These communities help people feel valued and appreciated, giving them the chance to make lasting change in their own lives.  

Eric has formed relationships with numerous other Single Room Occupancy owners and has even been approached by two new parties interested in creating more communities like them. Through his connections, he can refer people to 17 different facilities in Gainesville and the surrounding areas, including 15 Single Room Occupancy facilities and two Assisted Living Facilities. He can also help them find financial support for move-in costs through local social service providers.

While Single Room Occupancies are a great resource, they are not for everyone. For older individuals or those needing more dedicated attention, Eric has found success recommending them to Assisted Living Facilities.  

In the last few months, he has helped individuals with dementia, memory loss and mobility issues find housing through connections with Assisted Living Facility owners in the region. By moving off the streets and into these facilities, people with health issues can receive dedicated care as their needs progress. 

Diverting Individuals Out of Homelessness 

Another way Eric helps individuals living on the streets is by reconnecting them with a family member willing to support them.  

Eric’s passionate, calm and encouraging demeanor serves him well when he meets a new street resident. By building a friendly rapport, Eric can learn a person’s story and find out if they have family somewhere who might be willing to support them. 

If they have family, Eric will even make the call for them. He’ll explain the situation over the phone and find out if the family can help “divert” their loved one out of homelessness. In his experience, Eric has found that even if a person has made mistakes or been out of touch for years, the answer is yes.  

Local social service providers will even provide bus tickets and other financial assistance to help get people experiencing homelessness back to their families. 

Giving Others a Voice 

Eric’s days are full of helping people and no two days are the same. Whether it’s by ordering birth certificates, building resumes and looking for jobs, setting up Social Security benefits and direct deposits, or applying for and securing housing — Eric is changing lives in Gainesville. 

He believes sharing peoples’ stories is a powerful opportunity to raise awareness and get others involved in change to break stereotypes of homelessness. 

“One of my favorite parts of my job is learning people’s stories,” Eric said. “Giving them a voice is important to me and the work that I do.” 

Not Done Yet 

As he finishes his degree in business, Eric dreams of applying the Single Room Occupancy model he has used to help individuals find housing in Gainesville on a grand scale.  

“I know in my being, the system I created eight years ago I can duplicate anywhere,” Eric said.  

Eric’s work has caught the attention of local community organizations. In addition to being approached by investors interested in his work with Single Room Occupancies, Safety Net Collaborative, a county-wide initiative that brings service providers together through the University of Florida, reached out to him to include Block by Block in their efforts. He will even be a featured speaker at one of their events in November.  

“So many of us think the world can’t change, that we can’t change the world,” Eric said. “I don’t buy that. My experience has taught me I am a part of this world. We all are.” 

Their Stories 

As part of Eric’s personal mission to highlight people’s stories, we’d like to share a little bit about some of the individuals Eric has helped over the last few months. 

Eric received permission from each of the following individuals to share their photos and stories. 

Antonio

Antonio is a professional dancer who had encountered some struggles that led him to living on the streets in Gainesville.

“He talked about dance like it was the air in his lungs,” Eric said.

Eric helped to get him housing and back into dance spaces so he could pursue his passion again.

“Outreach isn’t just about food or shelter, it’s about reminding people they are still worthy of their dreams,” Eric said. “Antonio isn’t a homeless man who dances; he’s a dancer who faced homelessness, and his story is exactly why we need more people to believe in the power of second chances.”

Shawn 

“Shawn is what society would call ‘invisible homeless,’” Eric said.  

Eric met Shawn when he was working a full-time job and paying taxes. He was living out of a tent on the streets because he couldn’t afford rent. Eric encouraged him to save up for Single Room Occupancy move-in costs. He did, and thanks to Eric and his connections, Shawn was off the streets a month later. 

Jimil 

Jimil, like Eric, is a father. Jimil told Eric if he had his own home that his youngest children could visit and celebrate life’s successes. Now, that dream can happen.  

“Man, I really appreciate you guys and what you have done for me. I was ready to give up. I didn’t think I was ever going to have a home again,” Jimil told Eric. 

Stewart 

Stewart’s life wasn’t always defined by hardship. In the 1980s, he was an exceptional hockey player drafted by the Pittsburgh Penguins into the National Hockey League. He turned down the opportunity to pursue business, ultimately becoming an executive at General Motors. 

Eventually, his life took a turn as personal struggles led him to alcoholism and living in his car, and then the streets. Suffering from dementia, he had lost track of his Social Security benefits and pension. 

“He would tell me: ‘I don’t want to die on these streets downtown. I really want an ALF [Assisted Living Facility] and three hot meals a day,’” Eric said. 

Eric began calling Social Security for Stewart and after a long two weeks of calling, he finally got through. Stewart is now living in an Assisted Living Facility with a new bank account, direct deposit and his three hot meals a day.  

Birdman 

Birdman suffers from a Traumatic Brain Injury that affects his day-to-day life, but he always has a smile on his face and a great sense of humor. After experiencing chronic homelessness, Eric found a private owner who would house him and even drove him to sign the lease. 

“I’ll never forget what you guys have done for me. I am going to go lay down in my bed and cry,” Birdman told Eric.  

Ms. Tracie 

Ms. Tracie has experienced chronic homelessness for decades, first becoming homeless at age nine. Today, she is completely blind. 

Eric was able to connect Ms. Tracie with an eye surgeon who is scheduling a cataract surgery for her. She will be able to see for the first time in years.  

Shantell 

Shantell moved to Gainesville to live with her brother but encountered struggles once she arrrived. Despite working a full-time job and a second job, she couldn’t support her three daughters.  

After finding out she and her daughters had to sleep in their car overnight, Eric scrambled to find a solution. Confirming they had family willing to help them in Ft. Lauderdale, Eric purchased them food and a gas card to get them there.  

Instead of entering into the homeless system, they will stay with family until they can get back on their feet.  

Gary 

“I was concerned we would lose this man who fought for all of our freedoms,” Eric said. 

Gary, a Vietnam Veteran, had been chronically homeless for nearly a decade, with his health in decline in more recent years. He has limited mobility and memory issues. 

“Please get me off these streets, my mind is going,” he told Eric.  

Eric worked with an Assisted Living Facility to accomplish that goal and now Gary can rest easy, receiving the care he needs and deserves.  

Block by Block Refines Training from the Ground Up

At Block by Block, innovation drives how we deliver services to our teams and customers nationwide. We recently undertook an initiative to revitalize employee training at every level, from frontline Ambassadors to Regional Vice Presidents, with the addition of a Director of Learning and Development. After an extensive search, longtime Block by Block employee Semu One Bear was selected to fill the new role.

Over the last 12 years, Semu has held almost every job title we have at Block by Block, including Ambassador, Team Lead, Operations Supervisor, Operations Manager, Regional Director, Regional Vice President and Senior Project Manager, with most of his time spent in California.

With this extensive, boots-on-the-ground industry knowledge, Semu is uniquely qualified to make Block by Block’s state-of-the-art training even better. So, in December, he gave up the California sunshine to come to Louisville, KY, to take on this brand-new training role.

As the public space environment is ever-evolving, we must continually refine how we deliver services in our communities. Semu will assess Block by Block’s current training module portfolio to identify opportunities for updates and address any gaps in training. He will also take over the hands-on training of new managers when they come to Louisville for our monthly Managers Training.

“I am looking forward to hearing from the different groups of folks and getting feedback from them to just keep improving things,” Semu said.

And about that relocation to Louisville, while he hasn’t been loving the winter weather, he says the comparative traffic, local hospitality, vibrant food scene and excitement of this new position have made the move more than worthwhile.

————

Semu grew up on Native American lands with parents who were Japanese and Chumash. Learn more about his diverse heritage in this feature we published during Native American Heritage Month.

“I Love Block by Block and My Job!”

At the end of every year, each of our programs across the country chooses an “Ambassador of the Year” for their program. These Ambassadors represent the best of the best at Block by Block, someone who has been a standout, a leader and a great example of what it means to serve their community.

In Myrtle Beach Downtown Alliance, Team Lead Stacey Marlow was chosen to receive the honor by Operations Manager Mike Snow.

“Stacey is an exemplary Ambassador; she has a kind heart looking out for the street resident population and her Ambassadors,” Mike said. “She’s always willing to pick up an extra shift or go out of her way for our client.”

A familiar face in Downtown Myrtle Beach, Stacey’s worked with Block by Block for four and a half years, building strong relationships with community business owners, employees and stakeholders.

“There is not one person who works in our district who doesn’t know who I am,” Stacey said. “They know they can talk to me about their concerns, and I will take them seriously and get them the answers they need or get their issue taken care of.”

Stacey has also worked to establish relationships with members of the street population, building familiarity and a resilient rapport that has come in handy when she has had to be firm or communicate district policies.

“They all know that I will do everything I can for them, and they respect me enough that when I have to come to them about an issue, they listen,” she said.

Stacey finds her work rewarding, with many opportunities for healthy challenges and new growth. She was honored to receive the award with her team’s support behind her and hopes to one day be an Operations Supervisor when the program is big enough.

“I am blessed that I get paid EVERY. SINGLE. DAY. to exercise, see the beach, talk to people, pet puppies and help rebuild our downtown,” Stacey said, adding, “I love Block by Block and my job!”

Congratulations to Stacey! We are so grateful that she is a part of the Block by Block family and are inspired by her dedication to and love for her work in Downtown Myrtle Beach.

We can’t wait to see what her future holds for her here at Block by Block.

The Most Rewarding Work of My Life

Many of our Ambassadors work to help individuals experiencing homelessness across the country. While the work can be challenging or heartwrenching at times, they are making a real difference in people’s lives.

Ambassador Theresa Patterson in Downtown Grand Rapids, MI, shared two stories that have given her purpose in the work she does.

We’ll let her take it from here. Only minor edits have been made for clarity.

Trigger Warning: This story mentions blood and the loss of life. Please be cognizant if and when you choose to read this story.

—

My work with people experiencing homelessness has got to be the most rewarding work I’ve ever done in my life. I have so many stories to share, but there are a couple in particular that do stand out.

There was a gentleman by the name of Waldo. He’d been experiencing homelessness for probably about 10 years, is what I was told, if not more. He was frequently underneath one of our bridges that was close to our headquarters.

I had just started hospitality after working in horticulture for the summer month, so part of my job was to check on street residents to make sure that they were OK, just to do welfare checks.

I always walked by Waldo first in the morning. On this particular day, it was late in November and it was very cold out. I saw Waldo on the ground, and I immediately went to check on him. It was not good.

He was reaching his hand out to me, but his skin was bluish in color. I saw that he could not lift his head and he was lying in a pool of blood.

I had such a good rapport with Waldo. He had called me his angel. And perhaps this story is the reason why. I called for help and said that I needed 911 immediately. 911 came, and they took Waldo right away. I was left there in shock of what had just taken place. He was still alive when they took him.

I went back to my headquarters, and I had to debrief myself because what I had come across was very emotional. My Operations Manager and my Operations Supervisor were very good to me while I sorted this out and wrote my incident report.

I did not hear anything that day about Waldo’s condition and was anxious to find out what had happened to him. The next day, my Operations Manager and my Operations Supervisor took me to the side in private and let me know that Waldo had passed away.

I was extremely heartbroken, but at the same time, I know that by finding him that day and calling to get him help, at least I let him go to the hospital where he could be warm with people caring for him instead of just lying on the ground and passing away.

I found out that he had laid on that ground for almost 10 hours and I was probably the first person that stopped to see if he was OK.

This incident had a huge impact on me and I know now why Waldo called me his angel is because that day I found him and let him go to the hospital to keep his dignity as a human being. I will never ever forget Waldo. He stays with me every day.

[The name in the following story has been changed to protect the individual’s privacy.]

The next story that I would like to share also has to do with finding somebody on the ground. I saw a gentleman on the ground, and he was unresponsive. I called and called for him to wake up, and he would not move. I even touched his boot with my shoe just a little bit to see if that would wake him up.

I immediately called for 911, and they came right away. First, the first response firefighters came, and then the ambulance came. They checked on him right away, and his oxygen level was very low. And he was unresponsive to them as well.

One of the firefighters knew him and told me his name was [John] and that they had already had an encounter with him. It appeared that he had been beaten up because he had a very big lump over his eye with bruising starting; somebody had probably hurt him.

When the EMTs arrived, the firefighters did let them know that his oxygen was very low, so they got their oxygen tank out. I heard the EMT tell me that they were gonna give him 100% oxygen to see if that would wake him up.

It sure did, but he woke up swinging, and he was trying to fight the firefighters and the EMTs, but they did calm him down. And then they whisked him away to the hospital. With this gentleman, I did not know the outcome of what had happened to him as nobody knew enough about the situation to tell me.

However, several weeks later, I did run into [John], and he was sober and looking good. He had a bit of the bruising still left on his face. I called to him and asked him how he was doing. I told him that another one of our Ambassadors and I had found him that day. And I told him how worried I was for him.

He gave me a big hug, and he said that I saved his life, and I believe that I did. He said because of that incident, it had encouraged him to seek some help for his alcohol abuse, and he had been sober ever since that had happened.

He said he would never forget what I did by calling help for him because he said that nobody ever does anything to help him. He said that he had taken a beating from somebody, but that was because he wasn’t doing the right thing.

These two stories have touched my heart, and there are so many more stories that I could share, but these ones I think about: that I saved Waldo from dying on the street with nobody caring for him and I saved [John] by getting him to the hospital on time and getting him the treatment that he needed, waking him up to become sober.

Thank you for letting me share my stories.

A True Representative of the Block by Block Spirit

Massachusetts Boston Transit Authority (MBTA) Ambassador William Cabey made such a difference in one rider’s journey that she began scheduling her doctor’s appointments on days she knew he would be working so he could provide her much-needed assistance on and off the train.

William’s work is exactly what being a Block by Block community Ambassador is all about – going above and beyond and making a difference one person at a time. We applaud him for his dedication and are proud to call him part of our Block by Block family.

Here’s his story in his words, with minor edits made for clarity:

When I was regularly working at Charles/MGH Station, I got to know this regular rider who needed assistance with a bridge plate [a device that creates a ramp from the train door onto the platform]. She asked me my name one day, and I gave it to her. She wrote it down, which I found odd, as well as asked me what days I worked there, so I gave her that information as well.

The following week, I assisted her again. She told me that she made her appointments on days that I told her I regularly worked there, as well as wrote something about me on MBTA’s website on how great I was at my job and went above and beyond for her as she traveled from out of the city via commuter rail for her doctor’s appointments at Mass General. She added that she wished all the Ambassadors were like me. Made me feel good to hear that.

Fixing a Part of Me

As we celebrate some of the greatest stories we’ve heard across our programs this year, we turn to Denton, TX, and Ambassador Gabrielle Rupe. Gabrielle shared with us a story that illustrates her passion for the work she does every day, and we are eager to share that story so that it may inspire others.

Here is the story as she told it to us, with minor edits made for clarity.

The story I’m about to tell begins when I started working for the Ambassador Program here in Denton, Texas. My name is Gabrielle Rupe, and I’m 21 years old. Sounds like I might not have many years to my name to have such a passion for what I do, but age can be quite deceiving.

When I first joined the program, I was a bit nervous about big changes. I was also questioning if the loss of my mother and her addiction, along with homelessness, would affect my duty to help people. What I didn’t realize was that this job would become a calling—something deeply personal and transformative for both myself and the people I’ve been fortunate to meet along the way.

One particular day stands out vividly in my mind. It was a sunny afternoon, the kind where the streets were alive with activity. Amidst the lively hum of downtown, I noticed a man sitting on the curb, visibly distressed. His hands trembled as he held his head, and he seemed to be battling a storm within himself.

As I approached, I could see the fear and pain in his eyes. He was muttering softly to himself, overwhelmed and lost. Without hesitation, I knelt beside him and gently introduced myself. “Hi, I’m Gabrielle,” I said, keeping my voice calm and steady. “Are you okay? Can I help you with anything?”

At first, he didn’t respond. But as I stayed there, patiently waiting, his breathing began to slow, and he looked up at me. He admitted he was having a rough day, struggling with his mental health and feeling like the world had forgotten him. My heart ached for him because I knew that feeling all too well.

There was a time in my life when I felt lost, when every day felt like a fight just to stay afloat. I’ve also seen loved ones grapple with these same struggles, and I’ve watched how easily society overlooks people who are hurting. But I’ve also experienced the healing power of compassion, and that’s what I wanted to offer this man at that moment.

Together, we walked to a nearby bench under the shade of a tree. I encouraged him to take deep breaths and reminded him he wasn’t alone. He began to share pieces of his story—his struggles with homelessness, his fight to manage his mental health and his feelings of isolation. I listened without judgment, just as others had once listened to me when I needed it most.

By the time our conversation ended, he seemed calmer, more grounded. He thanked me with a shaky smile, saying, “You don’t know how much this means to me. I didn’t think anyone cared.” His words brought tears to my eyes because I knew how powerful it was to feel seen, to feel human again.

This moment wasn’t just about helping him—it was about healing a part of myself too. My past has given me a deep understanding of the struggles people face, and this job has become a way for me to give back. Every conversation, every small act of kindness, feels like a step toward mending not just others’ lives, but my own.

Being an Ambassador isn’t just a job for me. It’s a way to connect, to listen and to remind people—and myself—that no matter how hard life gets, there’s always hope. The path I’ve walked has taught me that we are all capable of rising above our challenges, especially when we have someone willing to stand beside us, even if just for a moment.

That day, I realized that while I may have helped him find calm, he gave me something far greater: a renewed sense of purpose and gratitude for how far I’ve come. Every day, I get to go home to my family and talk to them about how I was able to give back to someone. I wish the people I’ve been so lucky to meet know that they’ve fixed a part of me.

Jacksonville Opens Doors for Next Step Ambassadors

During our requests for praise stories for our 12 Days of Praise this year, we received many stories about our Ambassadors making a difference in their communities. One such story was submitted by Jacksonville Downtown Vision, Inc. (DVI) Operations Manager Jason Hatley. He wanted to share the story of one of his newest Ambassadors who came to the team through a community second-chance program and has been thriving as a representative of DVI, the Jacksonville Community and Block by Block.

Here is the story as Jason submitted it to us, with minor edits made for clarity:

Our program in Jacksonville receives a grant that works with the City Rescue Mission (CRM) to assist members of the community who have experienced homelessness, are recovering from drug or alcohol addiction or even re-entering society from the penal system. The CRM has a program to support the efforts of those enrolled in successfully being reintroduced into society, and this program is referred to as the “Next Step Program.” A portion of that training has those participants getting jobs while they still live at the Mission and complete the requirements of the program.

Funded through a grant, we have an agreement with CRM to allow their program candidates to work side by side with our Block by Block Ambassadors. This acclimates them to reporting to work every day. We have a Team Lead who works directly with them to educate them on our job skills and emphasize the importance we place on hospitality and enhancing the downtown experience of all of our patrons.

Dulani Mitchell began as a “Next Step Ambassador” with us in early August as part of the grant program.  He has learned the Block by Block way, sharing positivity throughout our downtown while also cleaning and making it a beautiful place. He made such an impact on our team that he became part of the family. I am happy to share that upon completing of certain milestones within the program with the Mission, Dulani was hired by Block by Block to be a Cleaning Ambassador with our program earlier this month. His success has also allowed the CRM to send us additional “Next Step Ambassadors” to begin their journeys.

This is especially rewarding for us as Dulani came to us searching for his path going forward. Not only has he found a full-time permanent job, but he has also found a family with the entire Ambassador Team. He is extremely humble and grateful for the opportunity to grow with Block by Block and is a great representative of our Ambassador Team. We are so proud of his accomplishments and welcomed him with open arms when he was eligible to join our team.

Beyond the Yellow Uniform

The following story was written by Downtown Fort Worth Ambassador Nathan Bogan about one of his experiences working as a Block by Block Ambassador.

As a Downtown Fort Worth Ambassador, my job is to help people find their way, offer assistance and share a little Texas charm. Most encounters are brief and straightforward, but some stay with me long after they happen.

One afternoon, near a parking garage, I noticed an older man standing by a wall outlet. His phone was propped on his walker as it charged. His worn, black backpack hung loosely over the side of the walker, its seams fraying and fabric faded from years of use.

The man stood hunched slightly, gripping a nearby post. I noticed his legs trembled faintly, as though it took a great deal of effort just to stand there.

“Good morning,” I said as I approached. “How’s it going today?”

He glanced at me briefly, his face lined with age and wear, not saying a word.

“I’m an Ambassador,” I offered, trying to sound helpful. “If you need directions or anything else, just let me know.”

He remained silent, staring deeply into my eyes.

It was clear he wasn’t in the mood to talk, so I nodded and began to walk away. But before I got too far, I heard his voice call out behind me.

“Hey—wait a second.”

Turning back, I saw him waving me over. His expression had softened slightly, though his voice remained rough.

“Sorry about that,” he said. “I’m just old, grumpy and been through a lot. Didn’t mean to brush you off.”

“No problem,” I replied with a smile. “We all have our days.”

He shifted his weight slightly, still holding onto the walker for balance. “The name’s George,” he said, finally looking me in the eye. “I’m a Marine. Vietnam. I’ve seen it all.”

From there, the conversation unfolded. George told me about his time in the service, sharing snippets of his life as a Marine. “I used to jump out of airplanes,” he said, a faint smile tugging at the corners of his mouth. “The thing is, by the time you’re halfway down, they’re already shooting at you. And when you land—well, that’s when the real fight begins.”

As he spoke, his grip on the walker tightened. “Standing here’s no picnic either,” he said with a dry chuckle. “I took a bullet over there. Almost didn’t make it. I’ve been shaking like this ever since. Some days, just staying on my feet feels like a battle.”

His words weren’t spoken with pity—just the matter-of-fact honesty of someone who had been through more than most.

Then, after a pause, George straightened up as best he could and looked me square in the eye. “You know what we Marines say? Oorah. Means ‘keep moving forward.’ Doesn’t matter how bad things get. Marines don’t quit. We never surrender.”

His words carried a weight that resonated deeply. It wasn’t just a motto—it was the way he lived his life, even now.

We talked for a little while longer, and I shared information about local shelters and food resources that might help. George listened, nodding thoughtfully.

“Thanks for stopping,” he said as I prepared to leave. “Most people don’t even look twice at me. I’m not the easiest guy to talk to, but I’m glad you did.”

A few days later, I spotted George again outside a convenience store. He was standing by his walker, his phone tucked into the pocket of his black backpack. When he saw me, he gave a faint smile and nodded.

“Hey there,” he said, lifting a hand in a small wave and shouted out to me. “Oorah.”

I yelled back. “Oorah.”

As I walked away, I reflected on the strength it must take to live each day as he does—not just carrying the weight of his past but finding a way to keep going, even when the simplest tasks are a struggle.

George reminded me of something important: resilience isn’t about perfection or grandeur. It’s about persistence, about refusing to quit even when life feels like a battlefield.

As an Ambassador, my job is to help people find their way. And George reminded me what being an Ambassador means, but most importantly, he helped me find a deeper understanding of what it means to endure, to stand tall—even when the world tries to knock you down—and to keep moving forward.

The Difference Familiarity Can Make

The following was written by Outreach Specialist Brittani Stidham from Downtown Oklahoma City (OKC). Only minor edits have been made for clarity.

 

While I have many stories to tell, one really has stuck out for our team here in Downtown OKC due to the teamwork and community believing in our work.

We had a known unhoused gentleman who did not want to utilize our resources, but our team continued to check on him daily and make sure he had somewhere warm to go.

He had refused to go to the night shelters, and it was below 25 around this time of year. Our Ambassadors had tried to provide him with blankets and clothing to assist him in staying warm at the least. Although he was very cold, he would not take our helping hand respectfully.

The gentleman was so cold one night our team approached him and had to take him to the hospital. Our fantastic, kind-hearted Ambassador Lola was able to convince him to go. He stayed several days as he had frostbite on a couple of his toes. Afterward, we had not seen him for about a month with the assumption that he had found a warm place to go and had received assistance. I continued to check the area for him as it was still freezing temperatures.

He finally popped back up, not because our team had spotted him, but because a business across the street had called our Hotlines Team Lead Martin, who contacted me for assistance. The business and a few residents had already contacted police, but due to the response time, they had not made it to him yet. This is where the good old saying comes into play: “Green Team to the rescue.” We pride ourselves on being community heroes.

Martin and I responded within 10 minutes and went right into outreach and welfare check mode. The police arrived as well. Because the unhoused gentleman had a great trusting relationship with our team, he was very reluctant to receive help from the police. He was trying to put socks on and needed shoes. What no one noticed except for Martin and me was a familiar smell of infection and burnt-like skin. The man was trying to cover up the severe frostbite that covered his feet to his calves. He was also missing a small portion of his foot because of the infection from the frostbite.

The officers made several attempts to get him to go to the hospital as they had dispatched for Emergency Services. I stepped in with Ambassador Martin and we asked them to stop engaging with the man. While we knew they were trying to help him, we also knew him and that the interaction was triggering his mental health issues. We could tell he was not comfortable going with them. Using our outreach communication skills and being extremely mindful of his situation, Martin and I were finally able to convince him to go to the hospital. He only agreed because he trusted us. Once they were able to start treating him on-site, they disclosed to us that he was so severely frostbitten and the infection was so bad that they were shocked he was still alive and able to talk and attempt to even walk.

While this was happening, I was able to contact his worker because that very day, he was due for a housing intake that I had been working on. I was able to assist with getting him rescheduled. He did not know how to go about missing his appointment and was mainly reluctant to go to the hospital because he knew he had to get to his appointment for housing. He was not worried about his health. He simply wanted to get into his home for the first time in many years of experiencing being unhoused.

Unfortunately, upon checking on him at the hospital, he did not have family to be by his side. He had put me down as his emergency contact. The hospital told me he was in surgery, and he had to have his feet and calves amputated because of the severity of the frostbite and infection traveling through his body. He would not have made it another night in his state. The news was heart-wrenching, but we were just thankful we were able to convince him to go. We were extremely grateful to have assisted in getting him to the hospital, but even more so that he was in good hands, safe and out of the cold.

After a month of being in the hospital, he was still in need of getting into housing as he had missed his appointment for housing, and the facility was not willing to reschedule. Thankfully, I was able to get him into a shelter that specifically works with unhoused individuals experiencing disabilities or who have long-term disabilities. He was able to connect with his worker and transition to his new way of living in his wheelchair.

Our team still checks on him, and he often tells people about us. The police, residents in the area and businesses have gained an even more positive perspective of our team. We don’t often wear our crowns, capes or shields visibly, but as soon as we start our shifts…we are the superheroes! I love our Downtown OKC Green Team and our Downtown OKC Partnership.

“With pride, we make public spaces friendly and vibrant for the communities we serve.” Block by Block’s mission is what we go by daily and why we truly do what we do!

A Chance Encounter Turns into a Battle Against Time

This story was originally shared by Union Square CEO Marisa Rodriguez at a Union Square Board Meeting.

A Life on the Brink: A Chance Encounter Turns into a Battle Against Time

While traveling down Stockton Street toward Ellis and Market, Ambassador Jerome Hunter noticed two men sitting in the alcove of the building at 800 Market Street. From a distance, it was clear they were using drugs. Rather than ignore the situation, he chose to engage with kindness, hoping that a simple act of hospitality might shift the dynamic. As he approached them, he greeted them and asked how their day was going.

One of the men glanced up, his gaze distant, but then his expression shifted. Without warning, his eyes rolled back, and within seconds, his complexion began to change–first pale, then an alarming shade of purple. Realizing something was terribly wrong, Ambassador Hunter immediately dialed 911. At that same moment, a passerby quickly stepped in and began performing chest compressions while Mr. Hunter relayed the situation to the emergency dispatcher.

Minutes passed, and the good samaritan began to fatigue. Without hesitation, Ambassador Hunter took over, keeping the 911 dispatcher on speaker. They urged him to apply more pressure with each compression. Following their instructions, he pressed harder, hoping it would make a difference. Slowly, the man’s color began to return, and to his immense relief, the gentleman started to move, regaining consciousness. Moments later, the ambulance arrived, and medical professionals took over, ensuring he got the care he desperately needed.

A Year of Saving Lives in Downtown Santa Monica

We’ve featured stories about our Downtown Santa Monica (DTSM) Outreach Ambassadors before, but they never cease to impress us. This year, as we cycle through our 12 Days of Praise, we want to bring special attention to this team once again and share some of the impressive stories they’ve shared this year.

The team is a small but mighty group of three led by Operations Manager Ernie Lopez and Outreach Specialist Donovan Wilkes. They patrol areas of Santa Monica that are frequented by members of the street population with the goal of connecting them to essential resources in the area. An important part of their job is to carry Narcan, a lifesaving medicine that can reverse the fatal effects of a drug overdose.

The DTSM Outreach Team is no stranger to utilizing Narcan; this year alone, they have administered the medicine five times.

In many of our programs across the country, our Ambassadors are trained to carry Narcan, recognize the signs of an overdose and administer the life-saving medicine.

Training Put Into Action

A few months ago, Outreach Ambassador Marc came across a sight that no one ever wants to see – a person on the ground, slumped over, blue in the face.

Marc’s team has been trained to recognize overdoses, so when he saw the man’s blue face, he knew what was happening.

Remembering this training, Marc sprung into action. He called 911, administered two doses of Narcan and rolled the man into a recovery position. Shortly after, emergency services arrived, continued to provide aid and transferred the man to the hospital.

This was not Marc’s first overdose he has encountered since becoming an Outreach Ambassador in 2023, but each time he still feels the weight of the work he’s doing.

“I’ve administered Narcan four or five times now, and even with the training I’ve received, that tight knot in my stomach never goes away. It’s a constant reminder of what’s at stake every time,” Marc said.

Outreach Ambassador Amy was the first to reverse an overdose in 2024 on New Years Day after an Ambassador found an individual unresponsive in a local park. It was her first time doing so. Outreach Ambassador Michael also administered Narcan for his first time this year. And, even DTSM Operations Manager Ernie has used Narcan on an unresponsive individual.

DTSM is only one city in our entire nation that is facing issues with drug overdoses. Having teams on the ground who are trained in utilizing Narcan is just one way to help fight our country’s drug problem at the base level.

Combatting A National Problem

Block by Block has thirty Outreach Programs nationwide, most of which have received life-saving Narcan training. Even many of our traditional Cleaning, Safety and Hospitality Programs have Ambassadors who have received training on how to properly use the medicine.

In Los Angeles County and across the United States, drug overdose deaths have been steadily increasing from 1999 – 2021.

The most recent available data from 2021 shows that in Los Angeles County alone, there were 2,322 overdose deaths, compared to a nationwide 106,699 overdose deaths.

While this data can be disheartening, teams like Donovan’s in DTSM are helping battle this. Armed with knowledge and Narcan, our Outreach Teams and Ambassadors nationwide can help and are helping save lives.

If you’re interested in learning more about Outreach Ambassador programming or how a Block by Block program could work in your district, please reach out to Chris Tin, Vice President of Business Development, at ctin@blockbyblock.com .

 

SLC Ambassador Offers Helping Hand on One Man’s Journey Home

“It has reminded me that at any time, you never know when you will be part of something MUCH bigger than yourself,” Salt Lake City Ambassador Lillian Logani said. “It makes my heart warm and gives me motivation to continue doing what I do and continuing doing the next right thing.”

Lillian was one of a handful of individuals 91-year-old Korean War Veteran Michael Black encountered on a multi-day, 200-mile hitchhiking journey that spanned three states. Michael suffered from dementia, and his wife was desperate to find him.

The day before Thanksgiving, Lillian came across Michael, who was looking confused as he came out of a building. She spoke to him and found out he had been staying at a shelter but didn’t know where it was or how to get back. She made a few calls, discovered he had been housed at The Men’s Rescue Mission and offered to take him there since it was a good distance away.

“On our way down to The Mission, he told me stories of him being in the Korean War,” Lillian said. “We got to know each other, and when we reached the shelter, he recognized the place and began to cry. He thanked me for helping him find his way.”

Lillian had a feeling the man might be suffering from an age-related mentally debilitating condition, so she spoke to the shelter staff and asked them to keep a special eye on him.

On Saturday, Lillian turned on the TV to see the man she had helped just a few days earlier: he was a feature story. Through a series of fortunate events, Michael’s wife Avril spotted him in the background of a news segment. A local station featured the shelter (the one that Lillian dropped him off at) hosting their Thanksgiving dinner. As some b-roll spanned across the crowd, there was Michael. Avril called it her “Thanksgiving miracle” and quickly made the journey from Wyoming to Utah to pick up her husband.

But, as fate would have it, just days after Michael got home, he became sick with a cough that became influenza. After a short stay in the hospital, he was released on hospice and passed away at his home.

Avril expressed her gratitude to everyone who helped Michael on his journey and was thankful she was able to spend his final days with him.

The news station that had originally aired the story about the shelter’s dinner continued coverage even after Michael’s passing.

“If you had not shown that on the TV and I hadn’t put it on. He wouldn’t have gone in peace. Maybe he would’ve fallen in a ditch somewhere,” Avril told the news station. “It was his time, it was his time, and he had an adventure, and he enjoyed his little adventure. That’s life, I guess.”

After finding out about Michael’s passing, Ambassador Lillian was sad but grateful that he was able to get back home.

“It makes me emotional; however, I am at peace knowing that his wife was able to spend the last days of his life with him,” Lillian said.

To learn more about this story, visit:

https://www.live5news.com/video/2024/12/06/wife-spots-missing-husband-news-segment/

https://ksl.com/article/51206360/missing-husband-dies-after-miraculously-being-found-on-ksl-tv-news

https://www.gofundme.com/f/michaels-final-days-avril-needs-your-help

Outreach Ambassador Gets Family Housing In Time for the Holidays

While bright color uniforms have come to be a staple of Block by Block Ambassador Programs, due to the nature of their work, Outreach Teams often do not wear any uniform at all.

These Ambassadors dedicate their working hours to helping individuals experiencing homelessness get connected with essential services. And, over time, we’ve found that they make more connections when they aren’t in uniform, as a uniform can be intimidating.

One of our Louisville Downtown Partnership Outreach Ambassadors, Quinton “Q” Thompson, has worked with us for one year, but in that short amount of time has dedicated himself to helping the Louisville community. He began as a Safety Ambassador but quickly found that he had a passion for outreach. Q can be seen confidently patrolling Downtown Louisville in his street clothes, making connections and meeting people with the purpose of helping get them off the streets into better circumstances.

Through a local initiative with the City of Louisville and Volunteers of America, the Louisville Outreach Team was approached to help find unhoused families who could move off the streets into a brand-new, block-wide campus that has both a shelter and permanent affordable housing built in.

“The family shelter has room for 15 families, and after seeing it on the tour, we were all excited and eager to do our part in helping to fill it and get families off the streets,” Q said.

Often, a challenge that Outreach Ambassadors face is finding street residents who want help or are willing to take help. But, just as Q was looking for families to move into this new facility, he serendipitously met a couple with four children who had recently moved to Louisville. Although they were unhoused, the parents were actively looking for work.

“Upon arriving here, they fell on hard times…I would never have even seen them had they not been out looking for work to improve their current situation,” Q said.

After meeting the family, Q knew instantly that they were a prime candidate to move into the new development. And, with his assistance, they were able to do just that. Right before some frigid Kentucky nights, Q helped get this family off the streets.

“For me to be in the right place at the right time to help someone who was trying to help themselves made it feel less like work and more like the right thing to do,” Q said.

Thanks to Q, this family will be celebrating the holidays with a warm place of their own.

Beverly Hills Ambassador Saves Child

It’s a parent’s worst nightmare and can happen in an instant: a child darts from the safety of the sidewalk and straight into oncoming traffic.

Beverly Hills Ambassador Christopher Johnson saw just this situation unfold before his eyes during his first week of work at Block by Block. It was his quick thinking that prevented what could have otherwise been a tragedy.

Christopher was patrolling his assignment when he spotted the terrifying situation: a young girl started running straight into the street, with cars barreling down the road. Without thinking, Christopher jumped into the street, putting himself right in harm’s way. Seeing Christopher, traffic came to a screeching halt.

In those extra seconds when Christopher jumped into the street to stop the cars, the young girl’s father had just enough time to safely retrieve the child and pull her back to the sidewalk.

Christopher has been hailed a hero for his quick thinking and bravery.

“Although he has only been with us for two months, he has shown a remarkable willingness to go above and beyond his work assignments to represent the program and the city with the excellence it deserves. He consistently takes the necessary steps to ensure residents and visitors feel happy and safe while enjoying everything the Business Triangle has to offer,” Operations Manager Jon Hunter said.

We applaud Christopher for this outstanding act of bravery and are so grateful that he was on that sidewalk that day. We can’t wait to see what his future at Block by Block holds.

Block by Block Launches New Ambassador Program in Gainesville, FL

GAINESVILLE, FL (December 4, 2024) – Block by Block Ambassadors have taken to the streets in Downtown Gainesville for the start of a three-year program.

The new Ambassador Team will cover portions of downtown and West University Avenue seven days a week. Funding has been provided by the Gainesville Community Reinvestment Area (GRCA) and tax increment financing from a local redevelopment trust fund.

The team will focus on hospitality, outreach and cleaning with 14 Ambassadors, including seven Safety Ambassadors, two Cleaning Ambassadors, one Outreach Ambassador, one Operations Manager and other positions as needed.

“We would like to help be part of the revitalization of downtown, just by making people feel more comfortable being here,” Clayton Ratledge, Regional Vice President of Block by Block’s Southern Region, said about the program.

The district has been divided into three zones, West University Corridor, Downtown Zone 1 and Downtown Zone 2. Ambassadors will cover these zones strategically to improve district conditions.

Block by Block has a robust history working in downtowns since their first program launched in Louisville, KY in 1995. More than strictly a clean and safe service provider, Block by Block has developed an optimized operating model built on best practices, research, development and modern technology that has attracted partners in more than 150 locations nationwide, including improvement districts, parks, college campuses, transit systems and other public spaces.

For more information on Block by Block, visit https://www.blockbyblock.com/

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About Gainesville Community Reinvestment Area (GCRA)

“The GCRA is a department of the City of Gainesville Department reporting to the City Manager, governed by the City of Gainesville Commission, and guided by a citizen advisory board.”

For more information on GCRA, visit https://gainesvillecra.com/about-gcra-team/

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For more information on this new partnership, you can also visit: 

WCJB TV20: https://www.wcjb.com/2024/11/22/3-million-program-hopes-better-downtown-gainesville

Alachua Chronicle: https://alachuachronicle.com/gainesville-ambassadors-to-enhance-downtown-experience

Main Street Daily News: https://www.mainstreetdailynews.com/news/block-by-block-gainesville-program

 

Louisville Downtown Partnership Ambassador Nominated for Award

Each year, people from all over Louisville are nominated for Louisville Tourism’s Rose Awards. These awards signify individuals who make a different in Louisville’s tourism industry. This year, one of Louisville Downtown Partnership’s (LDP) very own Ambassadors was nominated for a Rose Award.

When The 81st Annual General Convention of the Episcopal Church was held in Louisville over the summer, an iPad belonging to a member of leadership at the convention was stolen. This iPad contained sensitive information about clergy members, financial data and other valuable, irreplaceable information. Thankfully, LDP Ambassador Joseph Huff found the iPad and instead of turning it over to a lost and found, went to incredible lengths to get it back to the church, located in New York City.

Joseph was able to find the church online, contact them and verify that it was indeed their iPad. The team was able to mail it back to the church all the way in New York.

“They were extremely appreciative and his action led to his nomination for a Rose Award,” General Manager Jake White said.

Congratulations to Joseph on this honorable recognition!

 

Chattanooga Operations Manager Receives Award

“[Randi] is well deserving of this award and I’m very happy she was recognized for all the work she does creating a diverse workplace and giving opportunities to those with disabilities.” – Downtown Chattanooga Alliance Director Steve Brooks.

Last week, Downtown Chattanooga Alliance Operations Manager Randi Haynes was awarded The Jill Hindman Employer of the Year Award!

The award recognizes someone “exemplifying all the characteristics of the importance of innovation, creative and unique way of doing business that citizens with disabilities bring to a company.” Congratulations, Randi!

We are grateful for Randi’s work and how she continues to represent Block by Block! Randi has also been recognized for delivering a baby on the sidewalk in Downtown Chattanooga, and also for having a day named after her – March 22nd, Randi Haynes Day.

Reinvesting Growth into Operational Efficiencies

Since 1995, Block by Block has grown from one Ambassador Program to more than 150 Ambassador Programs nationwide. Our very first customer, Louisville Downtown Partnership, is still our customer today. As we have found success throughout the years, we have always reinvested it into delivering better operational efficiencies to our teams in the field and to our customers.

In parts of the country like Los Angeles, California’s Bay Area, Boston and Louisville, we have a high-density of programs operating in close geographical proximity. Because of this, it generates many added cost and time-saving benefits for our customers and managers alike.

Within the city of Louisville, we have five local programs with five different types of customers to whom we provide a variety of services. While these programs do not share the same customer or customer type, we can apply Block by Block’s flexible operating model, share a variety of resources and generate added benefits and cost savings for all of them.

In the last year, the Louisville Downtown Partnership Ambassador Program has doubled in size, growing from 18 Ambassadors to 36, operating seven days a week, 7 a.m. to midnight. Also in the last year and a half, we have added two new programs in Louisville – LOUMED and Transit Authority of River City. With this rapid growth in the city, it was time to invest in a local General Manager who could provide support and ensure all five of these programs were operating at the same top-level Block by Block standard that we have come to be known for.

Creating Culture and Consistency

As part of our reinvestment in our company infrastructure, Block by Block’s own Jake White was promoted to General Manager of Louisville Operations, where he has already demonstrated his leadership skills and commitment to elevating operations. In his new role, Jake is focused on providing quality assurance for customers, supporting managers and ensuring all programs follow Block by Block’s Operating Guidelines.

Jake is also looking at how we can better serve our customers and make sure we are exceeding their wants, needs and goals. He believes there is always more that can be done to partner with our customers to improve our role and the way we serve, and he is eager to look for innovative solutions to further integrate our programs with them.

“I’m going to be looking for any opportunities we can find for us to serve our clients in creative ways,” he said.

With the addition of Jake in Louisville, local Operations Managers have the support needed to focus on big picture goals for operations. Jake says this allows them to begin thinking about their programs as small businesses and brainstorm ways to improve them. He is also helping them build culture within their teams, citing his time in the United States Marine Corps as a driving force behind his perspective on the subject.

“I believe that positive reinforcement is the most powerful tool that any manager can use,” he said. “That was actually taught to me in the Marines…I had this one officer…He built everybody up…I want to empower the managers to create a culture within their teams where good work is recognized regularly and it’s rewarded.”

Jake isn’t the only member of Team Block by Block who is focused on culture. Tish Hicks, Field Support Coordinator, makes it a point to bring the Block by Block Mission and Vision Statement into the training of all Block by Block newly hired Ambassadors at the Louisville Operations and Training Center.

“I think it’s important to teach [new Ambassadors] the Mission and Vision Statements because we as a company take pride in both,” Tish said. “Our Ambassadors hold the key to executing the Vision to the community and the people that we come across.”

The Louisville Operations and Training Center

The Training Center is one of the newest investments to reinforce company infrastructure and efficiencies at the local level. All newly hired Ambassadors from the Louisville area are sent to this facility for employee orientation, which includes equipment, company standards and hands-on, scenario-based training. Tish leads this training, ensuring all Ambassadors throughout Louisville are prepared to enter the field operating at the consistent, exceptional quality we promise to deliver to our customers.

Since the Training Center launched in late 2023, local teams are already seeing the benefit of this added resource.

“Managers are saying the quality [of new Ambassadors] is better than it’s ever been,” Jake said.

The Training Center doesn’t just generate great employees, but it also saves Operations Managers immense time and allows them to focus on delivering the best possible return on investment for our customers. Instead of training each Ambassador individually at each location, training is streamlined and standardized through Tish. This creates a fleet of Ambassadors with fluidity that can transfer, float or fill in from program to program if needed.

Block by Block has also developed similar training facilities in the Bay Area, Boston and other major program-dense cities. Jake believes these training centers are essential to retaining great employees.

“Ultimately, if you’ve got somebody [who] wants to build a career and they need to move to more responsibility, you keep them in the company by moving them to an open position,” Jake said. “It keeps the talent here; it gives them a path of upward mobility. Keeps them excited to come to work.”

Centralized training not only gives local Ambassadors more opportunity for upward mobility if, for instance, a leadership position opens at another program that they are qualified for, but it also enables us to be much more equipped locally to fill Ambassador vacancies if one team is ever short-staffed or if Ambassadors want to transfer.

While the Training Center helps generate excellent Ambassadors in the long term, sometimes situations require an immediate solution. For instances like this, we have found that having Ambassador Flex Support comes in handy.

Flex Support Ambassadors and Equipment Continuity

“Failing to plan is planning to fail,” as the saying goes.

So, we’ve invested in preparing for the worst. Flex Support Ambassadors, led by our Flex Manager David Guiterrez, is a highly adaptable team that can step in temporarily in the event of illness, employee absences, special events or even tragedies. Additionally, David can step in immediately as an interim manager to keep operations running and, most importantly, provide support during times of program management absence or transition.

Another way we stay prepared is through equipment sharing. Our Training Center has space to store a variety of extra equipment that can be used to fill in if something at a program goes down or is being repaired or if a program just needs a little extra capacity for special projects or spring cleaning initiatives. In most situations, we can have a replacement piece of equipment in the field on the same day. All of this is taken care of on the back end, so there is no lag in service or added stress for our customers.

Part of the overall support structure we’ve deployed in Louisville, and other program dense areas throughout the country, we also have trained maintenance techs to make minor repairs to vehicles, pressure washers and other large equipment that would otherwise have to be outsourced at an additional cost to the customer.

Reinvestment Never Stops

As you can see, Block by Block is constantly rethinking ways to improve operations to better serve our teams in the field and our customers. As we continue to grow, the opportunity to enhance the service delivery for our customers and Ambassador Teams will always be at the forefront of our operations.

Block by Block programs are built to drive customer outcomes, operate with flexibility and improve the places we serve, one block at a time. If you’re interested in discussing what options exist for your program, reach out to Derreck Hughes at dhughes@blockbyblock.com

Waikiki Ambassadors Unite to Locate, Identify Missing Juvenile

Our Waikiki Ambassadors are making waves again! (Pun intended!) This time, their cross-team collaborative effort led to locate a missing juvenile and help with his safe return to his family.

BBB Waikiki Safety, Aloha and Outreach Ambassador Teams operate out of one Operations Center, allowing for open collaboration and communication across teams. In this facility, Operations Manager Taylor Sole has made it a point to have a wall dedicated to posting flyers of missing children and juveniles (under age 18), which he says is a problem there.

During a recent patrol, Safety Ambassador Wisdom saw something unusual – a young male teen living on the streets by himself. Wisdom radioed Outreach Ambassador Susan, who followed up to check on the young man, making sure to take a photo of him before they parted ways.

While Block by Block Outreach Ambassadors primarily work to connect individuals experiencing homelessness with resources available to them, they can also help with family reunification if someone is known to be looking for a missing family member.

When Susan made it back to the Operations Center, she checked the teen’s photo against the missing flyers wall and found a match. Following protocol, she reached out to the Attorney General’s Missing Juvenile Department and the reunification process began.

With the help of Aloha Ambassador Saul’s keen eye, the Honolulu Police were able to locate the young man a second time and returned him safely to his family.

The Ambassador Team and The Waikiki Business Improvement District received accolades from Amanda Leonard from the Attorney General’s Office following the reunification.

In a letter to the District President, she said:

“The successful recovery of a 14-year-old juvenile who had been missing and endangered for nearly eight months would not have been possible without the vigilance, determination and swift action of the Aloha Ambassadors. I would like to specifically commend Susan, Wisdom and Saul for their crucial roles in this positive outcome. Their reporting and interactions with the missing juvenile significantly increased awareness for law enforcement and ultimately led to the juvenile’s safe recovery in Waikiki by the Honolulu Police Department.”

We are so proud of these three Ambassadors for their combined efforts to locate and identify this missing young man, helping him get back to his family! Stories like this really help remind us that at the core of everything, including service delivery, is a human factor. Thank you, Wisdom, Susan and Saul! The work you all do each and every day really does matter!

Block by Block Ambassador Programming Comes to Downtown West Palm Beach

WEST PALM BEACH, FL (July 3, 2024) – Block by Block launched a three-phase hospitality, safety, cleaning and pressure washing Ambassador Program in Downtown West Palm Beach, Florida.

The five-year contract began with its first phase on July 1st with cleaning and trash collection services. The second phase will begin on August 1st to add pressure washing and the final phase will launch October 1st with safety and hospitality services. In all, the program will employe nearly 40 Ambassadors in the district.

Some of the services, including safety and trash collection, were previously provided by city workers and a separate company. Block by Block, however, can provide all services needed in West Palm under one roof, saving money and resources and guaranteeing the highest quality results. This new partnership also frees up city workers’ time so they may focus on other areas of the city needing attention.

“We’re approaching or over 10,000 residents in downtown. Additional resources are necessary. City has staff that does work in downtown and has always done work in downtown. But they also have over 50 square miles of the entire city of West Palm Beach to deal with as a special district,” Downtown Development Authority Director Raphael Clemente said of West Palm.

Block by Block has a robust history working in downtowns since their first program launched in Louisville, KY in 1995. More than strictly a clean and safe service provider, Block by Block has developed an optimized operating model built on best practices, research, development and modern technology that has attracted partners in more than 150 locations nationwide, including improvement districts, parks, college campuses, transit systems and other public spaces.

For more information about Block by Block, visit https://www.blockbyblock.com/

About West Palm Beach Downtown Development Authority

The West Palm Beach Downtown Development Authority (DDA) was created in 1967 as an independent special taxing district to promote and enhance a safe, vibrant Downtown for residents, businesses and visitors through the strategic development of economic, social and cultural opportunities. We improve and maintain Downtown West Palm Beach by offering information and services to visitors, residents and business owners.

To learn more, click here.