RFP – Downtown Boulder Partnership – Ambassador Services
The Downtown Ambassadors will serve primarily as a public information resource to district visitors, workers, shoppers, and residents. Areas of responsibility for the Downtown Ambassadors include, within the service area, all public rights of way, the Pearl Street Mall, the sidewalks from the building line to the curb, and alleys from the building line to the opposing building line. Service activities of the Ambassadors include, without limitation:
Visible Presence. Ambassadors will circulate throughout the District daily to create a visible, accessible, outgoing, and welcoming presence, with an attitude of friendly professionalism, superior customer service, and hospitality. Ambassadors will be on foot and will circulate in a manner that ensures resources are strategically directed to address critical issues or needs at key times of day and evening throughout the week, as needed.
Hospitality and Information. Ambassadors will actively greet pedestrians and provide general assistance; maps and/or directions, information on shops, restaurants, local attractions, public transportation, and general information that may be helpful and welcoming. Ambassadors will provide help and support to the general public to address situations and needs, such as assistance with the use of parking kiosks, opening doors, and by offsetting any potentially negative experience with a positive interaction.
Improved Instances of Quality of Life Issues. Ambassadors will discourage solicitation, smoking, bicycling, skating, pets in prohibited areas, and educate about other prohibited activities, reporting anything of concern to their supervisor. Ambassadors will provide information and support to the DBBID and to appropriate city agencies as it relates to improper activities in the district. Whenever possible, Ambassadors will address litter, debris, handbill and graffiti removal needs and will otherwise report unmitigated quality of life issues to the City of Boulder via the available CRM system (Inquire Boulder).
Property and Business Contacts. Ambassadors will interact directly with property and business owners, managers, and security personnel to build a network, provide and receive information relevant to downtown hospitality and management, and to raise public awareness of the program.
Social Service Outreach and Referrals. Ambassadors will, with discretion, engage with people who appear to be in need of mental or physical health services, substance abuse treatment, emergency shelter, and/or housing to provide resource information, make direct referrals to coordinated entry, or connect service staff to people on the streets as appropriate.
Events & Special Projects Support. Ambassadors will provide hospitality and operational support for Downtown events, programs and other special projects related to the public spaces within the district.
Data, Metrics and Reporting. Ambassadors will document all interactions and provide quarterly and annual reports that detail services provided, identify problem areas, identify trends, indicate the type of services or attention needed, and demonstrate the effectiveness of the program.
Secondary Support Services. Ambassadors will be on-hand to provide additional support as needed to enhance the overall well-being of visitors, residents, businesses, and employees within the service area.