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Bay Area Support Provides a World of Difference

Block by Block (BBB) prides itself on being a leader in the industry, serving more downtown districts and public spaces than any other competitor in the field. Part of what sets us apart is our dedication to the people we hire and the services we provide for our customers. This dedication can be seen in two individuals and the positions we have created specifically for our California Bay Area customers: Zori Nevarez as Regional Recruitment Coordinator and Bob Martins as Regional Maintenance Mechanic.

Zori and Bob are both exceptional individuals in their own rights, since even before they came to where they are now at BBB. In these roles, they provide customers with the best possible service entirely unique to BBB.

Zori Nevarez, Regional Recruitment Coordinator – A Passion for People

At her previous company, Zori was a regional manager for a retail financial company where she recruited and trained people for more than 20 years. Tired of the stress of finance and retail, she found her home here at BBB where she has been successfully recruiting and training Ambassadors for two years as Regional Recruitment Coordinator.

There are two parts to Zori’s position: recruiting and training. As far as recruiting goes, managers from various accounts will come to her with an opening. From there, she takes over posting the position on hiring sites and conducting initial interviews via Zoom or phone calls. She forwards suitable candidates back to the managers to interview and make their final choice. Once someone has been hired, she takes over again to do full-cycle onboarding and train the individuals on BBB standards and best practices for their work out in the field.

After employees have been hired, then comes the training. Every other week, Zori hosts a two-day, new-hire training for new employees from 15 accounts in the Bay Area in one central location in Union Square. Each training typically has an average of seven employees from all over the Bay Area but can have as many as 15-20 at maximum.

Training consists of videos, open dialogue and discussions about personal experiences. Zori will discuss a wide range of topics that not only include the work specific to each type of Ambassador or job title, but also important sensitive responsibilities like how to de-escalate a situation, interact with the street population and handle individuals experiencing a mental health episode.

Zori said there are benefits to having the training with Ambassadors from multiple accounts because they “can talk about the different areas and how visitors or residents affect each area and how to handle them.”

Operations Supervisor Freddie “Raven” Anderson with Union Square, San Francisco works closely with Zori as her training takes place in the same building where his account operates.

“Sending our incoming Ambassador staff upstairs to Zori for initial training is a huge advantage,” Raven said. “Often, trying to conduct in-house training during daily operations can be confusing to a new hire and there are often time constraints or distractions that causes a new employee to get less attention than what they get with Zori.”

Zori’s position is unique to BBB in that she takes the time to ensure that when someone first starts with BBB, they are trained for more than just their basic job responsibilities. Trainees not only receive the tools to do their job successfully, but they also learn about how to help those struggling with mental health issues, show visitors hospitality and more.

“When a new hire comes back to us from Zori’s training, they are up to speed on operational procedures and BBB protocols, which saves us a considerable amount of time and allows a smoother transition during the hands-on training we can provide in the field,” Raven said.

Zori’s attention to the new employees doesn’t stop after training, however. She follows up with each person’s manager to discuss employee strengths and potential weaknesses that need to be addressed in the field. She will even message the employee directly to wish them a happy first day or remind them of upcoming meetings.

When asked what she enjoys most about her job, Zori said: “I love it all; I truly love my job. So, I can’t say I have one thing.” She said that she is particularly proud that BBB gives second chance opportunities to individuals who may be facing obstacles preventing them from establishing steady work. She has even hired individuals who were living in their cars to help them get back on their feet.

“I love helping people be able to feed their families and see them successful in the various accounts,” Zori said. “I’ve seen Ambassadors I’ve hired become Team Leads, so helping them grow with the company makes me very proud.”

Bob Martins, Regional Maintenance Mechanic — “Mr. Fix It”

Bob grew up tinkering on cars with his father in the garage of their home in the 70s and 80s. He says cars were made differently back then. You could open the hood and work on them, take them apart, and put them back together. His dad was an IBM machinist by day but made working on cars the “fun stuff.”

Bob started working with a company that operated in the San Jose Downtown Association before BBB took over the account. He would watch maintenance technicians that the account manager hired to fix equipment as they made their repairs. It wasn’t long before he realized he could easily make the same repairs. After mentioning it to his boss, he became “Mr. Fix It.” He started changing the oil in the equipment, making minor repairs and ultimately repairing pressure washing vehicles. Bob worked with San Jose Groundwerx for 15 years, the first five with a company that would later be bought by BBB and the remainder with BBB.

The Regional Maintenance Mechanic position Bob now holds is a new position that BBB determined would be an asset to Bay Area accounts. From his knowledge growing up tinkering and the time he spent learning about and repairing equipment in San Jose, Bob was the perfect candidate to travel from account to account making repairs in the Bay. Each evening, Bob determines where he needs to go the next day. He takes off from his home base in Lathrop around 6 – 7 a.m. to make the drive to whatever account needs his maintenance skills.

Bob also manages BBB’s Bay Area Storage Facility with extra fleet equipment in case an account has a major breakdown or needs to borrow a piece of equipment for any reason. The facility houses extra All-Terrain Litter Vehicles (ATLVs), pressure washer trucks, a pickup truck and more. This equipment is loaned out, free of charge, to accounts that need it.

Bob’s position and the fleet storage facility were investments BBB made to bolster our regional support and ensure a quick repair time to keep Ambassadors out and about doing what they do best.

The purpose of this new position, which Bob began in March, is to keep account equipment working, reduce the amount of down time between breakdowns and save BBB and our customers money on what otherwise would be outsourced labor repairs. There are 16 BBB accounts in the Bay Area, and Bob performs repairs for all that have mechanized equipment — which is most of them. Account managers will call or text Bob when something goes down, and he will get them on his next available schedule to drive out and make the repairs.

He is also quick to respond to repair requests. “If you call me today, nine times out of ten, I will be there tomorrow,” he said.

“Bob is fantastic,” said Raven. When Bob worked maintenance for Groundwerx, Raven said he or his team members would drive from San Francisco to San Jose, about a 30-minute drive, just to have Bob fix equipment. Raven has also learned a lot from Bob over the years, as Bob has taken the time to show him how to make minor repairs like replace water pumps, hoses, unloaders and other parts on their equipment.

“Having regional maintenance support saves us travel time, labor repair costs, parts cost and gets us back in service faster than waiting on a shop or outside service provider,” Raven added.

Despite driving every day, Bob doesn’t think he will ever get burned out. Listening to comedy podcasts, seeing the scenery and what’s off the side of the road keeps him entertained through the long driving hours. He enjoys the freedom and trust he has from his boss Semu One Bear, Pacific West Regional Vice President. Working for Semu again, whom he worked with in San Jose years ago, is another highlight.

“I hope this lasts until I can retire,” Bob said. “I want this program to succeed. Maybe in the future if this succeeds up here and in Southern California, maybe we can implement similar programs across the country and find good people to do what I do.”

“And, maybe then I can run that from a computer and get off the road,” he added, laughing.

Safety Day 2023

While safety is our No. 1 priority every day, Block by Block’s (BBB) official Safety Day comes only once a year. This is a day where BBB Teams come together for food, fun and important discussions about safety.

BBB’s Stop. Think. Act. Program began in 2014 as a commitment to regularly teach and remind our Ambassadors and Teams of the importance of our safety best practices.

Rubber bracelets with the motto “Stop. Think. Act.” denote the safety status of each account BBB contracts with and are a part of the daily uniform for all Ambassadors in the field. When we first open in a new location, each member of the Ambassador Team receives a black bracelet that serves as a daily reminder to Stop, Think and Act safely. Once an account has reached 12 months with no injuries, they receive yellow bracelets. When an account reaches 24 months with no injuries, they are upgraded again to green bracelets.

BBB and our teams across the country celebrated Safety Day on June 30. Operation Managers (OMs) met with their teams to discuss why safety is important and went over previous incidents that have occurred. The teams discussed how those incidents could have been avoided, as they bonded with the team over a meal provided by BBB. Team Leaders also facilitated discussions about close calls or would-be incidents that were narrowly avoided or intentionally prevented. They discussed what was done correctly and what could have been done better.

Ambassadors also tested their safety knowledge with quizzes, trivia and even jeopardy! Each account leader was responsible for making the day fun, engaging and educational. Teams across the country showcased their celebrations on our Block by Block Ambassador Facebook page.

At the time of BBB Safety Day 2023, 34 accounts were injury free for one to two years, and 38 accounts were injury free for over two years. That’s more than half of BBB accounts that are injury free for one year or more!

We want to highlight some of those accounts with outstanding injury prevention! Downtown Fargo Business Improvement District (BID) is one of these accounts.

“We are always talking about safety, during shift briefings and throughout the day.” Victor Heitkamp, Fargo BID OM, said. “We talk about items that are relevant for any giving day.”

Lately, Victor has been discussing heat safety at his account. “We have seen some extreme heat for our area, and I am constantly reminding teammates to stay hydrated, take breaks when they need and keep an eye out for one another,” he said.

“I feel we are fortunate because we have such a small crew of Ambassadors that it’s easy to look after one another,” Victor added. “I also give BBB a huge amount of credit. The efforts they take on safety and safety training are like no other! I truly feel that corporate cares about its people working across the country through the 140+ programs. There is great uniformity and expectation set with good direction that comes from the top.”

Another safety-focused account with over two years without injury is the University of Akron, Ohio. OM Jon Roethlisberger said he attributes their success to his belief that “safety is something that happens between your ears, not something you hold in your hands.”

We applaud these accounts for their success and encourage those with less than a year to continue keeping safety at the forefront of their daily activities!

Internal Promotions Recognized

Block by Block (BBB) is a big believer in our people. We pride ourselves on promoting from within when we have the opportunity. One way that we do this is by first notifying all staff of Internal Job Postings prior to sharing the job on external sites.

Another way we give our employees the opportunity to move up is through our Leadership Identification Program (LID). LID gives our Ambassadors and other staff the opportunity to figuratively “raise their hand” to notify BBB that they want to stand out, apply themselves, and move up through BBB.

Many of the leaders within BBB have been with us for decades, moving up through the ranks over the years. In fact, President Blair McBride began working as a Cleaning Ambassador with BBB in 1994.

We are proud to announce the following recent promotions from within.

Adam has been with BBB for 5 years. He began his BBB journey as a Safety Ambassador, was then promoted to Team Lead and has now been promoted to Operations Supervisor for City Center Partnership in Columbia, SC. Adam first came to BBB because “the [Ambassador] position appealed to me because it was something to do outside. Having the ability to enjoy being outside and get paid to help people was intriguing.” When he isn’t working, Adam enjoys playing the drums and hanging out with his kids. What’s next for Adam? He’s got his sights set on being an Operations Manager one day. Keep up the great work, Adam!

Nicholas was hired as a General Manager (GM) four years ago and was recently promoted to Regional Vice President (RVP), overseeing BBB accounts throughout the Southern United States. He came to BBB in search of a better work-life balance and he says he found it. “There’s pressure and accountability in our world, but we are empowered to solve problems. I love that,” he said. Nicholas’s favorite part about being a GM was getting to work with the Ambassadors, saying, “We have safe, productive fun. Work is play.” He looks forward to helping managers develop professional to reach their goals in his new role as RVP. Outside of work Nicholas loves to spend time with his wife and their three children. Congratulations, Nicholas!

Alicia started at BBB as a Cleaning Ambassador before being promoted to Team Lead. She is now the Operations Manager for Rosslyn Business Improvement District (BID) in Arlington, VA. She said that she has learned a lot over the last seven years and that “working at Block by Block changed [her] life.” As Team Lead she enjoyed teaching Ambassadors techniques to become better Ambassadors. In her new position, she looks forward to helping create a cleaner BID, more productive team, and improving the team in ways she couldn’t before. In her personal time, Alicia likes to go for walks and take photos in parks. We can’t wait to see what you accomplish in your new role, Alicia!

Kori is our newest BBB employee in this list, but she has brought a go-getter spirit with her, diving headfirst into working with RVPs across the country and learning all aspects of the financial side of BBB. She joined the corporate team in July of 2020 as the Financial Project Manager and has recently been promoted to Finance and Training Manager this year. She came to BBB after interviewing at multiple companies and believing we were the best fit and a “new challenge” for her to take on. In her new position, Kori looks forward to providing more direct support to field staff and expanding her role in training. In her free time, Kori likes to hike and arrange flowers. Congratulations on the promotion, Kori!

South Bend Leader Joins Block by Block

As Block by Block (BBB) looks towards the future of operations, Aaron Perri has been hired as Vice President of Strategic Growth to further BBB’s vision for services throughout the country.

In his new position, Aaron will not only be pursuing new markets to identify potential BBB accounts, but he will also be working to find ways to apply the BBB operating model to more public spaces like municipal governments, transit systems, campuses and parks agencies.

Aaron is the first of two new hires joining BBB from the field of downtown services who were customers before coming to work with us. (Chip is the second, and you can read about him here). Aaron previously held the positions of Executive Director of the City of South Bend and Executive Director of Downtown South Bend, Inc. (DTSB) in Indiana.

As Executive Director of DTSB, Aaron picked up oversight of a previously established BBB Ambassador Program. During his time working in South Bend, he grew this Ambassador Program into three other areas of the city. Working with BBB during these years, Aaron said he “came to understand the extreme values that BBB could add to communities.”

When Aaron announced on his LinkedIn in May that he would be stepping away from serving South Bend directly, his post was flooded with well-wishes and praise for the work he has done there. “You enthusiastically pointed out the gems and saw the possibilities [for South Bend],” one commentor wrote. Another said, “South Bend is a better place because of you. Thank you.” “Thank you so much for the vision and leadership you provided for our City,” said yet another. This single post had over one hundred comments and over four hundred reactions.

The kind words from Aaron’s friends and colleagues are truly a testament to the impact he has had on the city. It is clear Aaron is a beloved leader to the people of South Bend for the efforts he has contributed to change it from what Newsweek called a “Dying City” in 2011 to the place of economic and cultural relevance that it is today. Aaron said this is what he is most proud of in his career so far.

Aaron has played a major role in many projects to better the City of South Bend. Some of his favorites include the South Bend River Lights, a public art project that shines colorful lights across the St. Joseph River, and Howard Park, an award-winning park with playgrounds, fountains, event space and more that helped win the city the National Gold Medal Award, the highest recognition in the industry.

“I was always impressed with the way BBB was able to creatively and professionally bring solutions to the challenges we faced. Even more so, I experienced first-hand the ‘whatever it takes’ commitment from all levels of the BBB team,” Aaron reflected, “I had no clue that I’d one day be on that team, but I’m excited to be here!”

Aaron has a “passion for creating emotionally engaging places” and he “look[s] forward to helping cities across the country identify solutions to do just that!”

He is excited to meet people across the country who are making a difference in their communities, hear their stories and help resource their efforts.

Outside of work, Aaron loves all things Notre Dame football. In his free time, he likes to practice yoga, enjoy great food and wine and travel. Lucky for him, this new position will take him coast-to-coast. He will continue to live in South Bend with his wife and work remotely when he is not traveling.

Welcome to the Block, Aaron! We are proud of your achievements in South Bend and can’t wait to see everything you will accomplish with BBB!

A ‘Chip’ off the Old Block by Block

Most people have a last name, but Chip isn’t like most people. He started going by “Chip” around his friends during his teenage years and the name just stuck. He decided to make himself officially mononymous and changed his full legal name to just ‘Chip.’

Chip is a well-known figure in the world of downtown services, a realm he feels “spoiled” to have stumbled into. He has been in downtown management in various roles for two decades after his business in a downtown district introduced him to the world. Chip is coming to Block by Block (BBB) from the Downtown Boulder Partnership in Colorado, where he served as CEO for the last four years. Prior to working with Downtown Boulder, Chip worked with the Downtown Association of Santa Cruz (DTSC), California. At other points in his career, he has worked with the California Downtown Association (CDA) and the International Downtown Association (IDA) communities.

Chip is no stranger to BBB. He brought Ambassadors to Downtown Boulder in 2020 and DTSC hired BBB the same year at his suggestion. As a BBB customer, Chip had already established many relationships with work colleagues at BBB. It was serendipitous, he says, that he came to find out about the open position for a West Coast District Vice President.

Around the same time he and his wife (who does have a last name) were thinking about moving back to California to be closer to their family, Chip ran into Derreck Hughes, BBB Vice President of Operations, at IDA’s West Coast Summit. Derreck mentioned BBB would soon be hiring someone to cover West Coast BBB accounts. After hearing this, Chip followed up and “threw his name in the hat.” The rest, as they say, is history. Chip begins his new role as West Coast District Vice President at the end of July operating out of San Francisco, CA.

For Chip, moving to California is a homecoming. Not only is he looking forward to being closer to family, but he is also excited to reunite with business associates from BBB and  downtown staff he has worked with over the years.

Chip brings a unique perspective of having run Business Improvement Districts (BIDs), worked with cities and businesses, and been “the person in the hotseat” ensuring everything gets done and done right. As a former downtown district CEO, Chip says he recognizes that the world of safety, cleaning and taking care of public infrastructure needs to change. He looks forward to creating strategic innovations and helping grow leaders as BBB leads the charge of improving downtowns across America.

Chip is enthusiastic about the challenge of infusing the renowned BBB Company Culture with the culture of each unique downtown that BBB serves. “I’m excited to get to work with people in some of the most amazing downtowns in the world all over the West Coast. I’m thrilled for this opportunity,” Chip said.

When asked what he was most proud of accomplishing during his career, Chip mentioned honorable undertakings like assisting in the creation of a Community Advisory Board that focuses on equity issues in Boulder, as well as helping with homelessness support organizations. But more than anything else, Chip feels a great sense of pride for the role he has played in the professional development of his team and those around him, especially when they move on to better opportunities for themselves, whether it is with the company he works for or outside of it. He likes to support people on their journey as they evolve and grow into better versions of themselves. Chip has seen many individuals use the role of an Ambassador as a launchpad for other adventures, both within BBB and outside of it.

Outside of work, Chip is a basketball fanatic. In his spare time, he said he likes to “eat, drink, play basketball and hangout with [his] wife.” For Chip’s fun fact, he said he once worked for the Pickle Family Circus – as a rigger, production manager and lighting designer.

BBB looks forward to Chip taking the reins of the West Coast accounts and seeing all that he will accomplish in this new role. He joins John Koch, Central Division Vice President, and Carin Cardone, East Coast Division Vice President. Congratulations, Chip! Before you know it, you’ll be a regular Chip off the old Block by Block!

A Heart Made For Serving

Ambassador Spotlight: Clarence France

In the bustling city of Minneapolis, there are countless unsung heroes working behind the scenes, striving to make a positive impact on their community. Among these remarkable individuals is Clarence France, a Livability Ambassador whose unwavering dedication to his city and its people has touched the lives of many. With his love for Minneapolis and a burning desire to give back, Clarence embodies the true spirit of a Downtown Improvement District Ambassador.

With over four years of service under his belt, Clarence’s journey as a Livability Ambassador began with a role as a patroller on a segway. However, it wasn’t long before he felt a profound urge to do more for the people he encountered every day.

“It seemed like a calling,” Clarence reflects, “I wanted to help people.”

He attributes his involvement in the community as the catalyst for his journey. It is this genuine care and concern for all members of his community that has fueled his dedication to making a difference.

“This is my Minneapolis,” he says, his voice brimming with sincerity. “I care for the people in this city, whether you’re a millionaire or without a dollar in your pocket.”

Working as a Livability Ambassador is not Clarence’s first experience in a position of service. Having served in the Marine Corps for 16 years, his time in the military played a significant role in shaping his character and instilling a strong sense of duty. His experiences cultivated his unwavering commitment and strengthened his resolve to make a positive impact wherever he goes.

“I don’t need a thank you,” he emphasizes. “I do these things because they need to be done.”

Clarence strives to bring positivity to even the most negative situations, believing that compassion and empathy are vital in building trust with others. His genuine desire to make a lasting difference is evident. Each day, Clarence wakes up with gratitude, especially when he’s out in the field, knowing that he has the opportunity to touch lives and make a difference. His passion for people enables him to pour his heart and soul into his job as a Livability Ambassador.

“I want to make sure I tell people ‘I’ll see them later’ so they know they aren’t alone,” he shares.

Clarence’s journey has not been without its challenges. Dealing with dyslexia and having experienced the effects of a flash bomb, he sometimes faces communication obstacles. But these challenges have only strengthened his resolve to overcome adversity and continue making a difference.

Outside of his work, Clarence fills his free time with a range of hobbies and adventures. Exploring the beauty of Minnesota through river walks and kayaking, playing the guitar, and engaging in various sports activities – he thrives on staying active and continually learning.

“After I was a veteran, I needed to discover new things. I love doing something and staying busy. I am always learning and trying new things.” Clarence shares, making his thirst for knowledge and zest for life evident.

Clarence’s unwavering commitment to Minneapolis and its people serves as a shining example of what it means to be a Livability Ambassador. His genuine care, compassion, and unwavering dedication have touched the lives of many, proving that even the smallest acts of kindness can make a significant impact.

“This is my Minneapolis. This is why I want to make a difference, no matter how big or small,” Clarence adds.

Spring into Action

Minneapolis Welcomes the Warmer Season

As warm weather arrives in Downtown Minneapolis, the city is gearing up for an exciting summer season filled with events and festivities. The Minneapolis Downtown Improvement District Ambassador Program has been hard at work preparing the city for the influx of people and activities that come with the summer season.

The Ambassadors have been preparing tirelessly for the various events taking place downtown. The event list includes The Alleyway Project, Street Art Festival, Stone Arch Bridge Festival, and other conventions and concerts.  To accommodate the increased demand for their services, the Ambassador force has grown by fourteen individuals.

The Skyway team has also returned to the streets for additional safety and hospitality support. The team will be assisting visitors and creating a welcoming and safe environment.

“I am so excited to be back outdoors! I love the summers in Minneapolis!” shares Delle, a Safety Ambassador.

One of the main areas the Ambassadors will focus their efforts is Peavey Plaza, a popular green space in the heart of Downtown. The Ambassadors will maintain cleanliness and friendliness at the plaza, ensuring visitors have a positive experience while enjoying the atmosphere.

Special Projects Ambassadors were also implemented to maintain the city’s green spaces. The Ambassadors will be watering plants and removing weeds to ensure that the city’s flowers and greenery remain beautiful and well-kept throughout the hot season.

“The more people that are out, the more work there is for us. We stay busy for sure!” shares Dave, Special Projects Ambassador.

During the night, the night crew will be hard at work, polishing the city’s streets to keep them clean and pristine. The Ambassadors will powerwash Nicollet, ensuring the walkways remain in pristine condition day in and day out. Additionally, the night team will use the street sweeper to remove any debris next to the sidewalks.

The Minneapolis Downtown Improvement District Ambassador Program is working in full gear to create a positive and enjoyable experience during the summer season for visitors and residents. From maintaining cleanliness to providing safety and hospitality support, the Ambassadors are an integral part of the city’s preparation for the bustling summer Downtown Minneapolis.

New Partnership with LOUMED

Mid-March, Block by Block (BBB) began a partnership with Louisville Medical and Education District (LOUMED for short), a new development district in Louisville, KY. Four anchor tenants in Downtown Louisville make up this district: University of Louisville, Jefferson Community and Technical College, Norton Healthcare and University of Louisville Health.

According to LOUMED Executive Director Nadareca Thibeaux, these partners want to “cultivate a cohesive medical campus by improving walkability, adding more greenspace, improving traffic flow and creating a safe and welcoming environment for all who visit, work and are educated here in [the] district.”

LOUMED is made up of 22 blocks, 250 acres and 9.6 million sq ft of occupied space. In this area of Louisville alone, more than 16,000 individuals are employed. With safety a primary concern in the district, LOUMED has hired 15 Ambassadors to cover the 22-block area. In addition to safety, these Ambassadors provide cleaning, wayfinding and hospitality services in the district.

Each of the new Ambassadors will also fulfill the following responsibilities in the district:

• Create a visible presence that makes visitors feel welcome and safe, and ensures situations can be handled appropriately.
• Discourage active aggressors as they report prohibited behaviors and crimes.
• Focus on Safety Risk Aversion and Quality of Life Issues. They will treat all individuals in the district with respect while keeping the area safe for all. Ambassadors will also be able to connect individuals in-need with helpful community resources.
• Direct, offer greetings and share historical information to visitors in the district.
• Respond to various needs like conveying parking information, repairing a tire, carrying boxes, escorting staff or even holding doors for visitors.
• Build community connections with business owners and stakeholders in the district.

During a press briefing in the LOUMED District on Thursday, May 18^th, Louisville Mayor Craig Greenberg discussed the importance of these four tenants coming together to improve the area. In a post shared after the event, Greenberg said the new partnership with BBB “will enhance the experience of our public spaces for visitors, employees, students and patients!”

In just three months, the BBB LOUMED Ambassador Team has already begun to make an impact in the district. After the press briefing was over, a Starbucks employee next door expressed excitement after learning that the Ambassadors were going to be a permanent staple in the district, claiming they have already made her feel safer as she arrives for and leaves work.

Since their first full month of service in April until now, LOUMED Ambassadors have made 236 hospitality assists, conducted 15 safety escorts and made over 16,000 greetings. So far this May, the Ambassador Team has filled 44 trash bags of litter collected off the street. Anyone in need of a safety escort in the LOUMED district can contact 502-791-1435.

LOUMED BBB Ambassadors have not only offered hospitality services, cleaning and safety escorts, but they have also assisted in removing a known criminal from the district streets. Monday evening this week, LOUMED Ambassadors were alerted that a person with outstanding warrants had been acting erratic and violent towards multiple female employees of district businesses. The man’s image was distributed to Ambassadors during shift briefings each day. On Wednesday morning, an Ambassador Team Lead successfully located the assailant and reported his whereabouts to police, ultimately leading to the man’s pickup and arrest.

BBB is proud of these Ambassadors who assisted the local police with finding this individual. This incident is further proof that BBB Ambassadors across the country are actively making communities safer for the people who live in, work in and visit them. As LOUMED continues to beautify and improve the district with new infrastructure, parks and more, BBB Ambassadors will be there every step of the way to make the community cleaner, friendlier and safer!

While San Francisco Sleeps, These Teams Go to Work

Each night, just as San Franciscans are finishing dinner, tucking-in children, and getting ready for their nightly routines, Block by Block (BBB) third-shift Ambassadors are showing up for work, ready to make the streets of Union Square and the surrounding blocks spic and span.

Freddie “Raven” Anderson, Operations Supervisor, and Tinea Adams, General Manager, oversee BBB Ambassador operations at San Francisco, California’s Union Square. While many of their responsibilities match those of other BBB teams throughout the country, part of their job is uniquely special to Union Square’s needs.

Like every account that BBB operates, a one-of-a-kind workplan has been created to tackle the needs specific to Union Square. A part of this plan is routine, nightly power washing. While the Union Square Alliance is approximately 26 blocks (or 1.6 miles), the actual walking distance of both sides of the streets, all block faces and alcoves in the Alliance is approximately 7.5 miles. It takes the BBB third-shift Ambassador Team about a week to power wash the entire Alliance—a distance equivalent to walking the Golden Gate Bridge about 4.5 times from one end to the other.

Around 8 p.m. each night, three to four individuals with pressure washers are deployed throughout Union Square. To prevent late-night noise disturbances for sleeping residents, attention is first directed toward residential areas. A driver is also sent out in an All-Terrain Litter Vacuum (ATLV) to pick up larger debris from streets and curbs. After the residential areas have been power washed, next come the dirtiest areas, with customer requests given precedence.

Working in tandem into the early hours of the morning, the team makes their way through the district covering a different route of the Alliance each evening. The result of all this effort? Residents, business owners, and tourists wake up to clean streets clear of debris as they go about their morning routines.

Raven says working at night comes with unique challenges, with the safety of BBB crews a number one priority. In addition to ensuring the night crews are wearing proper Personal Protection Equipment (PPE), Raven also touches base with all crew members throughout the night to know where everyone is and make sure everyone is accounted for. Typically, two Ambassadors will clean opposite sides of the same street, carrying walky-talkies and their company SMART devices in case they run into any issues or need to notify the Team Lead of a concern. Working in pairs adds a layer of safety for Ambassadors during this late-night work.

Other than safety concerns and preventing noise around residential areas, Raven and Tinea said the overnight Ambassador Teams encounter other issues day crews do not. On Friday and Saturday nights, Union Square comes alive with bar-goers and night life. They said it can be challenging to pressure wash while the sidewalks are busy with people. Cleaning the streets and curb-lines can also be difficult when cars are parked there, making it hard for the ATLV to get close enough to pick up debris. Despite these challenges, the Ambassadors accomplish their nightly power washing every evening, without fail.

Not only do the Ambassadors accomplish their tasks, but they excel at them, thanks to a 14-point Quality Control Audit System created by BBB. This system is a checklist for the quality of the cleaning completed in each section and by each Ambassador. It includes locations like curb-lines, sidewalks, tree boxes, alcoves/doorways, and other visible elements that need special attention in the Alliance. Cleaning Ambassadors are given a grade out of four, based on how clean each location is from a zero, unacceptable, to a four, outstanding. Individuals not performing to BBB standards are issued feedback and clarified expectations. If individuals repeatedly fail to meet expectations, they will be relieved of their position. This guarantees that the Alliance is getting the quality results they pay for.

Third-shift Ambassadors work an eight-hour shift with a 40-minute lunch break. Around 4:00 a.m., all Ambassadors return to the main operating station to clean the inside and outside of the vehicles used and debrief on the evening. This happens every single night, seven days a week.

Raven has been with BBB since 2016, having worked just about every position there is: cleaning, special projects, pressure washing, Team Lead and now Operations. Currently, because of his experience, Raven is covering as Team Lead during the night shifts at Union Square as they look to hire new supervisors.

Tinea came to work at BBB after working retail and being a stay-at-home mom. She wanted to work somewhere she could manage great people, something she is deeply passionate about. At BBB, Tinea has found somewhere she loves going to every day, where she can make a difference in the community and meet tourists from all over the world (while getting to work outside!).

Tinea believes the BBB Ambassador Team and SF Travel, another division of BBB in San Francisco focusing on tourism, are a family that works together to make Union Square clean and safe, keeping visitors coming back.

“When you walk through, how clean are our streets? They are very clean because we are doing a great job. It feels good to know we are making a difference. You can see the difference in the borders where we don’t work,” she said.

Raven shared similar sentiment. He feels it is amazing to be able to work in a world-renowned city with team camaraderie and where everyone knows you.

San Francisco’s Union Square is a bustling, historic part of the city with backdrops of quaint cable cars, large events, shopping and immense history, and BBB Ambassadors are there to keep it safe and clean for visitors and locals every step of the way—both night and day.

Growth From Within

Company Culture of Leadership Development and Identification

“I want for us to be more than just a job. I want our company to provide a career path for people so they can do better for themselves,” shared Blair McBride, Block by Block (BBB) president.

Throughout the past few decades, Block by Block has evolved into the nation’s leading downtown hospitality and cleaning service provider. As the business expanded, Blair made it a priority to invest in the company’s employees. Block by Block strived to provide training and advancement opportunities, putting employees at the heart of all operations.

“We don’t want people to leave for better opportunities. We want better opportunities to be here,” Blair said.

Blair started as a parking lot attendant with Block by Block’s predecessor company Brantley Services and worked his way through various Ambassador roles, followed by other positions on the corporate scale before becoming the president of Block by Block in 2014. When first hired, Blair never intended to stay longer than three weeks, but a great supervisor and the enjoyment from his work kept him around for over 28 years.

“Culture is what keeps people around. It’s at the root of who we are,” he added.

Blair’s story isn’t unique to Block by Block. The company sustains many employees who remain for the vast opportunities. Derrek Hughes, Vice President of Operations, shares many similar experiences with Blair. He also started his career at the company when it was known as Brantley Security. Beyond the fulfillment of helping communities and people, he appreciates the variety found in his role.

“If you are going to spend a magnificent time doing something, you need to find value in what you do and have it be impactful,” Derrek expressed.

To continuously expand meaningful job opportunities for employees of Block by Block, Blair and Derrek allocated resources to develop the Leadership Identification Program (LID) and the Leadership Development Program. By providing training and advancement opportunities, the company invests in its employees and cultivates a positive culture, encouraging growth and development.

The Leadership Identification Program ensures that Block by Block promotes individuals who know and trust the company’s systems, ultimately contributing to its success and fulfilling the needs of the downtown communities. Currently, there are 200 employees taking advantage of the LID program, eleven from the Minneapolis Downtown Improvement District.

“I want more people within our company who are promotable and ready to go to the next level because I don’t want to hire somebody off the street,” Blair said. “I would really rather promote someone we already know and trust and have them rise through the ranks. Honestly, I’m looking for the new me.”

Anna, Regional Vice President of the Great Plains Region, which includes Minnesota, also paved her way in the company. After completing her Master’s Degree, Anna applied for the Training and Development Coordinator position in Downtown Minneapolis where she was thrilled to employ her love for teaching and training. Twelve years later, she is just as passionate about her job as today.

“We have so much opportunity to change people’s experience in the public space,” she shared.

The Block by Block operation in Downtown Minneapolis is comprised of various staff who took on new growth opportunities. Pam, Office Administrator, started as an MDID Cleaning Ambassador. She also supported the Livability Ambassadors when they needed more hands on deck. Pam applied her strength to fill a payroll opening and took over other administrative tasks.

“I love working with numbers. It keeps me focused,” Pam added.

Victoria, another Minneapolis staff member, also found a way to use her knowledge and expertise in a new position she took on a year ago. Initially hired as a supervisor for a university campus account, management quickly promoted her to Dispatch Manager.

“I was looking for a place where I could create a more important impact in the community,” Victoria shared why she was first attracted to work at Block by Block.

She now oversees the MDID Dispatch Team and collaborates closely with the Minneapolis Police Department and other security networks in Downtown Minneapolis. Proud of the diversity in the company, Victoria is passionate about serving the downtown community, reflective of its needs.

A Man in Need

This story was submitted to the Block by Block (BBB) corporate team from Operations Manager Kyle Robinson of Akron, Ohio. It represents a common encounter BBB Ambassadors can experience in the field and an effective, impactful way to respond to help the community—or even just a single person.

A Letter from Operations Manager Kyle Robinson

I just wanted to share some information I received from one of my Clean Ambassadors, Val Kramer, recently. This truly made me so proud of her and our Ambassador team! Val was not present at one of our team meetings, and I could not reach her by phone that day. The next day, she came to me to explain her absence and shared an inspiring full-circle story.

On Tuesday, March 21^st, 2023, Val was returning to the Greystone building (our HQ) for a bi-weekly team meeting. As she was walking down Main St., she noticed a man sitting alone on the swings with a box of random things. She said that she greeted him with a “hello, how are you.” After he said hello, she said she felt the need to stop. So, she stopped. At first, she said he was a little distant, but she kept speaking with him and they began to break the ice. They went back and forth with small talk, and, eventually, the man—we’ll call him John—began to tell her his story.

As they spoke, John told her that he had lost his purpose in the world and that he didn’t want to live anymore. He told her that he had lost all hope and he was just done. Val quickly reassured him that he has so much to live for and asked why he felt this way. As John continued to open up, Val continued to actively listen and engage.

He gave Val a brief life history/story and once he started to talk to her, she said it was a very natural conversation. He began telling her about his past work as a welder and that he loved building tricycles and hoped to build one that could assist the elderly and disabled. John told her about a terrible motorcycle accident he was in; about how his identity was recently stolen and his accounts drained; and that he once died in a surgery and was brought back to life. If it wasn’t one thing, it was another.

He opened up to Val about his faith, discussing spirituality and his feelings on how he lost his purpose, more so, his desire to live. Val recommended some books she read that he may find helpful and told him about a faith-based book she actually found downtown while working as an Ambassador. She also gave him information on Victims Assistance, CSS, and some other services offered in our area.

As she continued to talk to him, he mentioned that they had met before. Eventually, he told her that they spoke way back in 2014 and she stopped and showed him the same kindness then and he always remembered that. As the conversation ended, Val ensured he had information to local services and had a place to stay. John took the information, said he had an apartment in the area, and said he was feeling a little better. She said he never asked for anything; he just needed someone to talk to.

I just want to thank Val for such an incredible engagement and for taking the time to ensure John was heard and not only offered resources, but also offered kindness and compassion. The fact that he remembered Val for that same kindness, almost 10 years later, is a beautiful thing. I can only imagine how many people remember Val for her acts of kindness over the last 21 years that she has worked for Block by Block. This really does shine a light on how impactful the Ambassadors are in our communities every day.

Respectfully,

Kyle Robison, Operations Manager

Downtown Akron, Ohio Partnership

Around the Block with Block by Block – Episode 2

We are back with our second installment of Around the Block! This month we are covering what’s new at Block by Block with our guest emcees Regional Vice President Anna Schmoll and Minneapolis Downtown Improvement District (MDID) General Manager LaVelle Warfield!

In this video, we will be sharing the details of:

• Our newly created Marketing Operations Storyteller position with our partners at MDID
• Our Volunteer Day Program operated in collaboration with Louisville Downtown Partnership leading up to the Kentucky Derby
• Our hands-on training process for Operations Managers

We hope you enjoy learning more about our forward-thinking operating model and how we are always going the extra mile to bring added value to our customers through our operations!

We will see you next time, around the block!

Missed an episode? Catch up with BBB on YouTube!

 

From Dispatch to the World

Two former Dispatchers at St. Paul Downtown Improvement District (SPDID) have been promoted within Block by Block (BBB) as part of our Leadership Identification Program (LID). LID seeks to identify individuals within BBB who are interested in growing within our company and have good leadership skills, a “can-do” attitude, and other robust talents.

When two new leadership positions opened at SPDID, Operations Manager Ashley Borud knew just where to turn to fill those roles. Both Cheyenne Johnson and Roshawnda “Shawnda” Wallace had excelled as Dispatchers with SPDID for more than a year, and both had expressed their interest in growing at BBB. Ashley said their dedication and work ethic made them stand out as perfect candidates to advance into leadership roles within the company. Recently promoted, Shawnda is now an Operations Supervisor and Cheyenne is a Training Coordinator.

When asked what leadership qualities she saw in Cheyenne and Shawnda, Ashley responded: “Their positive attitudes, dedication to the team, punctuality, go-getter attitudes, willingness to go the extra mile, communication, and so much more!”

Ashley continued, “We hire for personality and train for success.  Every day these two showed, and continue to show, up with their vibrant personalities; no matter what the day brought. Shawnda and Cheyenne care about BBB and our mission, the Client and their desires, the field team Ambassadors, our partnerships, and the public.”

Shawnda is a “spunky, strong, go-getter” with “an outstanding personality and a heart of gold,” according to Ashley. She is passionate about working for BBB, SPDID, and her team. Shawnda regularly posts updates about her SPDID team of Ambassadors conducting maintenance and completing day-to-day operations on her Facebook page.

Recently, she shared: “We enjoy all parts of our Downtown! The good, the bad, the all-around! Our Downtown is our home away from home and we couldn’t be more proud to assist our Downtown community in any way we can! Sun’s out, fun’s out!” BBB is thrilled to advance Shawnda into a leadership position in St. Paul where she can continue sharing her passion with the community.

Shawnda’s growth within BBB is a testament to our mission of Growing Great Leaders from within. However, she isn’t the only great leader we’ve got growing around here!

Cheyenne is now a Training Coordinator for both SPDID and Minneapolis Downtown Improvement District accounts. She, like Shawnda, began with BBB as a Dispatcher for SPDID.

“Her professional demeanor, experience, knowledge, expertise and outright amazing personality are just a few key details that led her to this new role,” said Ashley.

Cheyenne is an essential team member who continues to make a positive impact on our teams and those who live, work, and play in our Downtown districts. We are excited to have her in this new position at BBB!

Are you an Ambassador looking to grow within BBB like Cheyenne and Shawnda? We asked Ashley about the tips she would offer Ambassadors looking to take on more leadership responsibilities. She said the following were essential to success:

• Let your managers know your goals
• Give it your all, always, and not just for opportunities
• Invest in yourself
• Work hard, but also give yourself a lot of grace

Congratulations to our newly promoted BBB team members! We are so happy to have you as a part of what makes Block by Block special, unique, and one-of-a-kind!

Leader in the Making

Ambassador Spotlight: Kevin Hallenberger

From exchanging only a few words with people and facing challenges in his hospitality role to becoming a confident and capable team lead for a growing night shift crew, Kevin Hallenberger has undergone a significant transformation.

Kevin has been working at Block by Block for 13 years, beginning his journey when he was only 19 years old. During his tenure, he has tried his hand at all the different roles offered at the Minneapolis Downtown Improvement District, from being a Safety Ambassador to a Cleaning Ambassador and even working on the Special Projects Team.

Initially, Kevin was a very shy and introverted individual and didn’t quite fit the mold of an outgoing and talkative Ambassador. However, with time, he began to break out of his shell and became a leader. Angel Johnson, Operations Manager at Block by Block, remembers him as “a man of few words” but acknowledges how much he has changed over the years.

Kevin’s father, Dave Hallenberger, who is also one of the first Ambassadors at Block by Block, advocated for Kevin to secure the position when he first applied. Kevin has always been grateful for his dad’s support and guidance.

“He is completely different from when he first started. He takes ownership of what he does.” Dave shares.

As the years went on, Kevin developed his leadership skills and now heads a team of people during the night shift, which is a testament to how far he has come. Although working during the night shift can be challenging, Kevin has learned to adapt. He now operates the street sweeper, an essential part of keeping the city clean, and recently, his crew has been given the responsibility of ensuring that trash cans are emptied way before people return to the city.

Despite the challenges that come with working the night shift, Kevin finds it rewarding. He enjoys the peace and quiet of the city during those early morning hours, and he takes pride in knowing that he is making a difference in his community by keeping the city clean.

“He can make decisions, and he takes action, and that’s what makes him such a good leader,” says Angel.

Kevin’s journey at Block by Block is an inspiring one. Starting as a shy and reserved teenager, he has now become a confident and capable leader. His story is proof that hard work and dedication can lead to great things.

“I like to take the initiative when I see something needs work. Sometimes I have to hold back my questions for the managers since I work when they are usually off,” says Kevin.

Introducing the Skyway Program

Hospitality and Safety Welcomed Into the Skyways

At first glance, the winter streets of Downtown Minneapolis bear a deceptive appearance. The sidewalks aren’t bustling with rushing commuters, nor are visitors braving the fierce winds to explore the city’s architecture. The work week brings an illusion of a deserted metropolis; however, the city is secretly buzzing with people.

The downtown landscape is interconnected through a complex and expansive skyway system. These aerial links connect one business to another, alleviating the residents and commuters from facing the outdoor elements.

Downtown Minneapolis contains key landmarks like the Target Feild Center, Minneapolis Convention Center, U.S. Bank Stadium, Minneapolis Orchestra and many others. These large facilities hold concerts, conventions, and sporting events, attracting thousands of visitors daily.

The skyway system serves as a covered walkway, enabling visitors to travel from one side of downtown to the opposite without leaving the comfort of a sheltered walkway. However, navigating the pathways can be a challenging task to the unfamiliar. Because skyways do not mirror the streets, getting to the correct locations may require unexpected turns.

In collaboration with Block by Block, Minneapolis Downtown Improvement District worked on a solution to battle the skyway confusion.

“Instead of laying off some of our Ambassadors in the winter, during our slow season, we worked with DID to create the Skyway Program,” shares LaVelle, the general manager at Block by Block, Minneapolis.

Prior to the new program, Safety Ambassadors would serve the community only outdoors, but now they are helping hundreds of people learn the skyway system. The new program creates job stability during the slow season for Ambassadors and provides a valuable resource for those traversing the skywalk.

Received well by the public, the new program is consistently getting emails of appreciation. Ambassadors are always on high alert for individuals who seem lost. The team distributes skyway maps and provide escorts for those who need a little more help getting to their destination.

“I was completely lost in the skyway,” James, an out-of-town visitor, emailed DID. “Elise went out of her way to help me. She must have walked with me for a mile to get me where I was going. She really helped me out.”

Beyond giving directions, the Safety Ambassadors also deliver a safety element to the skywalks. Safety Ambassadors will walk visitors or residents to their final destination, ensuring the individual feels safe and secure.

Business hours are another layer of complexity visitors encounter. Because each business privately owns each skyway, the open hours differ. The skyway map, accessed at skywayaccess.com, contains a directory of all the skyway business hours.

Next time you visit Downtown Minneapolis, don’t hesitate to ask one of our friendly DID Ambassadors for help. They will quickly get you to your destination, and you can avoid misleading directions from your mobile navigation system!

No Longer the Underdog

Ambassador Spotlight: Uledus Roseman

In 1991, Uledus Roseman left his past in Missouri and arrived in St.Paul, Minnesota, with only $50 in his pocket. He craved a fresh start, but the journey ahead still held many challenges.

Growing up, Uledus did not have an easy upbringing. He was raised by his grandmother in Sedalia, Missouri. Once he turned eight, Uledus was reunited with his mother in Oakland, California. He witnessed the abusive marriage his mother was in, which negatively affected his educational abilities.

While attending Hamilton Junior High School, Uledus’s mother frequently pulled him out of school. Unable to stay on track with his peers, he developed learning differences and a stutter, setting another challenge before him. Uledus was put into the special ed program, preventing him from achieving a high school diploma. Instead, the school awarded him a certificate of attendance.

“I felt like the underdog my whole life,” Uledus shared.

Up until his early thirties, he battled with substance addiction, but he didn’t stay the underdog he presumed himself to be for long. Uledus felt a spiritual guidance to take control of his life and rise like a phoenix.

“I was always so hard on myself, but I have so much to prove. I didn’t want to let people down,” Uledus said. The memories of his two special ed teachers encouraged Uledus to strive for more.

“They invested so much time in me. They were like my moms away from home,” he added, “I wanted to break the underdog mold.”

He enrolled at the Minneapolis Community and Technical College to pursue a degree in addiction counseling. Due to his learning challenges, Uledus had his work cut out for him. He needed to start his degree by taking high school-level English and reading classes.

“I flunked the high school level English twice before I could pass it,” he added, “I even had to get a tutor to help.”

Uledus landed an internship opportunity working at a transitional center while attending college. After graduation, he gained experience working as a chemical dependency tech and a CNA at a veteran’s home before pursuing his career in outreach work.

He joined the Livability Team with the Minneapolis Downtown Improvement District and Block by Block in 2021. He began helping the city’s vulnerable population by connecting them with the right resources or providing quick assistance.

“This job has changed my life in so many ways,” Uledus shares, “This job is like a Tylenol because whatever you have going on in your life, it doesn’t compare to what some people experience.”

He witnessed some difficult things on the field, but it hasn’t discouraged him from continuously supporting his community. Uledus’s desire to help others rise pushed him to discover a passion for motivational speaking.

He often braves the starling cold while most people are sound asleep to record motivational messages for his YouTube channel. In his videos, Uledus discusses life and creating a vision for the future. Some of his videos include “Living a Clean Life”, “Your Thermostat of Life” and “The Front Row”.

Uledus hopes to inspire others to work hard and overcome their challenges. Because he was deeply motivated by his special ed teachers, he hopes to do the same for other high school students.

“It’s more than just doing motivational speaking. I want to bring that motivational element to anything I do,” Uledus said.

Collaboration Effect

Crafting a Safe and Welcoming Minneapolis

Over 34 million people travel to Minneapolis each year looking to enjoy the thriving art scene, outdoor culture, and friendly atmosphere. With tourism on track to return to its pre-pandemic levels throughout 2023 and 2024, the city continues to be well equipt for its visitors by streamlining its cleaning, safety, and hospitality efforts.

The dispatch center, located within the 1st Precinct of the Minneapolis Police Department (MPD), houses a small team of people who operate as the eyes and ears for Downtown Minneapolis around the clock. This group of individuals relays information to the Ambassadors on the streets, assists the unhoused population by connecting them with the right services, and works to prevent crime when possible.

“We work in tandem with law enforcement. For our Ambassadors, we are the extra eyes and ears in case of emergencies or if they need any information, ” describes Lyle, a dispatch team member.

In partnership with 70 plus downtown businesses, the Minneapolis Police Department, and the DID Ambassador program, the dispatch team manages reliable and effective communication between the outlets. This pristine communication network ensures safety and outstanding hospitality on the city streets.

“There are many moving pieces between all the things we monitor and the groups we connect with,” Victoria, the dispatch manager, adds.

With access to 127 cameras in the downtown districts, dispatch can spot unusual behavior and send in the right team. Some instances include requesting Emergency Medical Services to help a hurt individual, reporting an offense to MPD for further investigation, directing Ambassadors away from possible danger, and sending in Livability to assist unhoused community members.

“We have the ability to spot things and get the right people on the scene. For example, we can spot individuals who need welfare checks and send out Livability to check up on them,” says Lyle.

In addition to monitoring the streets, the dispatch center is closely connected to the business security offices through the radio-link system. This radio communication network between the dispatch team and the downtown institutions is another layer of added security. To be a part of the communication radio-link network, businesses must meet certain criteria within their safety protocols, for example participating in roll call during designated times.

Business security can provide more awareness for the dispatch team beyond the outdoor premises with their access to cameras within buildings. During large events such as concerts and sporting events, dispatch will facilitate a perimeter check to ensure the rooftops, skyways, and parking ramps are safe and secure.

“We want to have this high level of awareness to ensure we are on the same page,” Katherine, a dispatch member, adds.

Beyond looking out for the safety of the downtown community and the Ambassadors, the dispatch elevates the quality of the hospitality services. In real-time, the dispatch team can pinpoint answers such as business hours and locations, bus routes and schedules, and much more. This allows Ambassadors to perform excellent hospitality, no matter the question.

“It is great to know that we are not out there on our own,” says Terry, a DID Safety Ambassador.

For more than eleven years, the powerful collaboration between the dispatch team, downtown businesses, law enforcement, and hospitality programming still continues to deliver non-emergency services in Downtown Minneapolis efficiently. All the services working in sync create a safer, cleaner, and friendlier environment for residents and visitors.

“We are the behind-the-scenes resource, making sure we provide extra protection and safety for downtown and our Ambassadors,” Lyle says.

A Memorable Moment

Ambassador Spotlight: Larry Willaims

Imagine showing up to work on a day that feels just like any other but encountering one of the most prolific artists in history, who happens to notice your work. For starters, the odds of running into a large celebrity name in Downtown Minneapolis aren’t very great, and to be appreciated by one is even rarer. But that’s exactly the type of day Larry Williams experienced on January 21st of 2016.

On a Thursday, Larry arrived at the MDID/Block by Block (Minneapolis Downtown Improvement District) headquarters and got ready for his shift. He headed out with his fellow teammates to the streets of Downtown Minneapolis to greet residents and visitors and clean up the blocks. While he was hard at work, sweeping the area by the Dakoda Jazz Club, he was being noticed.

Later that day, the MDID Ambassadors were approached by none other than Prince himself. Throughout his success, he kept his hometown of Minneapolis close to his heart. He valued the work the Ambassadors were providing for the city, so he invited the workers to a private show at his home. Larry was a part of the small VIP list of Ambassadors who were welcomed to attend, but he was considering not going.

“I can’t go to it. I got nothing to wear, and I can’t afford to miss work,” Larry recalls saying.

That is when Anna Schmoll, current Regional Vice President but MDID Operations Manager at the time, stepped in to convince Larry to attend this once-in-a-lifetime opportunity.

“It was very short notice, and the performance was going to take place during the evening shifts, but when will anyone get an opportunity like this again?” Anna said. “I even offered to give rides to those who didn’t have one,” she added.

Anna, Larry, and several other Ambassadors waited at the back of the line until they were rushed to the front of the room to watch the performance. The private event only had 200 attendees, some of whom were the Ambassadors.

“It was just Prince playing the piano. No band or any other distractions,” Larry added about the experience. He revealed this to be one of his most memorable moments, and he was thankful Anna encouraged him to attend.

Eleven years later, Larry Williams still works as an MDID Ambassador at Block by Block. He tried many different roles, from cleaning to safety, and currently works as a Special Project Amabassador. Larry valued the compassionate and understanding nature of management. Beyond the encouragement to make memories, the current leadership team worked with Larry on his work schedule flexibility.

“I am a single father with two little kids. A two-year-old and a three-year-old,” Larry said.

He shared that due to the difficulties of finding child care, and his father’s stroke, he was granted a leave of absence by the management team to prioritize his family first. Larry is grateful to work among caring individuals.

“Not once did they question me about the time I needed off. They saw me as a person and understood my situation,” added Larry.

Employers play a crucial role in the job satisfaction of employees. It remains highly important to Block by Block to hire and promote managers who strive to create relationships with their employees. Whether it’s’ encouraging an employee to partake in an experience or being flexible and understanding, everything adds up to a fun and rewarding work environment.

“Everybody faces a challenge in their life, and building relationships with employees makes them more comfortable communicating that with us,” Anna commented.

The Livability Network

Downtown Minneapolis Caring For All Its Residents

Out of 75,729 total interactions made by the Ambassadors in 2022, 3,746 were interactions between a special outreach team and residents requiring assistance. This data highlights that hospitality services offered in Downtown Minneapolis extend beyond friendly greetings or location findings. MDID and other groups in Downtown Minneapolis are working to extend hospitality to all members of the community, including the city’s most vulnerable residents.

In 2016, Minneapolis Downtown Improvement District (MDID), in collaboration with Block by Block, added social outreach services to its Ambassador programming – also known as the Livability Team. The team is comprised of four passionate individuals who work around the clock, reaching out to people and connecting them with resources offered in Hennepin County.

The job fulfilled by the Livability Team takes patience and positivity. It’s more than showing up to work and going through the motions. Being a Livability team member requires grit. It is a career that takes compassion, communication, kindness, and much more. Many traits in these team members contribute to their ability to help others.

These four individuals are the architects of networking. They establish connections with various community programs designed to help the unsheltered population, and they hold a vast knowledge of all the different resources people can be connected with. The Livability Team bridges the gap between those who require assistance and the organizations that offer aid. In addition, the team has direct contact with the Hennepin Country social worker to deliver the right help straightaway.

The Livability Team ensures when they are out on the field, they meet each individual where they are. While maintaining their professionalism, sometimes this requires using the same dialect as the person they are communicating with or maintaining the same eye level height. Meeting people where they are, requires seeing people on equal ground and locking away any presumptions.

“Being slow to speak but quick to listen,” Uledus, a Livability team member of almost two years, shares to be his number one rule.

Being present and self-aware is key to providing the proper outreach to the individuals requiring assistance. “Building trust is essential and takes time. But it is also important to recognize just because they trust you doesn’t mean they will trust others,” Clarence, another Livability team member, says.

The team begins their day by going to locations where people tend to spend prolonged periods of time and perform wellness checks. This includes making sure everyone is well and not requiring medical assistance. While making the first round of check-ins, it is also a great time to see if they can provide quick aid, like handing out gloves, hand warmers, water, and snacks. The workday begins by showing care.

Once the initial rounds of check-ins are complete, Livability Ambassadors scout individuals who they have been in contact with previously. Each Livability team member keeps a list of individuals they connect with regularly. This allows them to form consistent communication and build meaningful relationships. All interactions are tracked through Block by Block’s SMART System to record any resources individuals were connected with or the progress made.

It’s important to recognize that asking for help is easier said than done, which is the case for many residents. In many instances, the Livability Ambassadors will only engage in brief conversations to show their presence; over time, they will aim to develop a meaningful relationship.

“People have difficulty asking for help or accepting it. Some people need help just to ask for help.” Clarence expresses.

“We also do not want to enable people. We want to inspire and educate them to turn their own lives around.” Uledus adds.

The Liveability Team works hard to help as many people as possible, and sometimes getting an individual to accept help or take a step in the right direction is a huge victory.

Clarence experienced firsthand the impact he brings to the community. Recently, he was stopped by a man he failed to recognize. Clarence was unaware that he was being approached by someone who he had helped a year ago. The man was filled with emotions. He thanked Clarance for helping him find a place, a job and connecting him with immigrant resources.

“We are not the solution, but more the facilitator to get individuals the right help. We are just the start of the solution, but we can act the mitigator or be the middle person for whatever is needed,” Uledus addresses a common misconception about his role.

“We are also not enforcers. We do not push anything on individuals or remove them from certain locations. We are simply there to help in any way we can,” Clarence adds.

Minneapolis has hundreds of resources the Livability team members can connect people with. Their connection list includes St.Stephen’s Street Outreach, House of Charity, Hennepin Country Shelter Team, and COPE, to list a few. The organizations provide a long list of services and support that includes meals and showers, shelters and housing, health care, mental health care, trauma care, life emergency assistance, literacy assistance, and more.

The Liveability Team understands the importance of establishing a network. It is crucial to work with others. Fruitful networking adds more resources to the list and empowers others to help in any way possible. Setting a precedent for networking unlocks new ways of supporting those needing assistance. It broadens the scope of reaching more individuals with the right help.

“Understanding that you are not the solution is key. Collaboration is the force behind our success. This creates a movement for people to help as well. It is a powerful thing. ” Uledus affirms.

Just as with any profession, the Livability Team faces its own challenges, but it’s maintaining a positive outlook that helps them overcome adversity.

“It is hard work, yet it is important to go above and beyond. It is not about doing what is required but doing more.” Clarence says.

The Livability Team encourages the Minneapolis community to continue to be open-minded.

“Don’t judge. We are always quick to judge others, but being unhoused or facing a difficult time can happen to anyone.” Uledus shares. “It takes time to build trust, and most individuals are not quick to ask for help, especially if there are factors like mental health and substance abuse at play.”

“Being kind can get you a long way!” Clarance adds.

The SMART Way to Hospitality

Telling a Story Through Data Tracking

In 2022 alone, the Minneapolis Downtown Improvement District (MDID) Ambassadors provided 58,351 hospitality assists to visitors and residents in Downtown Minneapolis. This is a prime example of the data tracked through the SMART System, representing the incredible work completed by the Ambassadors.

The SMART System, which stands for Statistics Management and Ambassador Reporting Technology, is a technological tool for downtown districts developed by Block by Block. The SMART System supports field managers in their planning, informing them of the most current information, and it creates a sense of accomplishment for the Ambassadors. It provides data collection, accountability, and reporting all in one spot. The SMART System is constantly evolving, delivering more accurate data and tracking tools to stay up to date with the needs of our customers.

Some of the most commonly used functions within the SMART System include basic activity entry, maintenance reporting, Ambassador walk paths, incident reporting, persons of interest interaction, activity reporting by property/business/parcel, and so much more. This tool allows managers to account for the areas covered at any time in the downtown region. It tells a real-time story of what is happening in the districts with data, and it’s highly customizable to fit the landscape and needs of any downtown.

“Without the SMART System, we would not have an account of our work. The SMART System helps us create the story,” Anna Schmoll answered when asked why she believed it beneficial to management. She also explained how the SMART System helps with coaching and improves activities throughout the day because there is always room to grow.

Not only do supervisors and managers at Block by Block find the system useful, but many Ambassadors appreciate the capability to track their efforts. “It lets us know what work is being done and helps us collaborate better with other team members. I am able to keep track of any escorts or interactions I make or log anything that needs work,” Crystal Krajewski, a Safety Ambassador, shared.

Lastly, the Smart System is a reporting and accountability tool for clients. They can utilize it to best suit their needs, from being very involved to not. They can access the system daily or request reports from the Block by Block operational office. Tracking this information allows clients to make effective strategic decisions backed by data.

Throughout 2022, the Ambassadors provided various services to the residents, removed and cleared many unwanted materials from public spaces, and so much more. Watch the video below to see the exact stats assembled through the SMART System. Imagine how different Downtown Minneapolis would be if it were not for the services provided!

The Faces Behind a Welcoming Downtown Experience

The Different Types of Ambassadors and The Impact They Create

Are you aware of all the moving pieces that make Downtown Minneapolis clean and friendly?

The Minneapolis Downtown Improvement District (MDID) works with Block by Block to deliver hospitality services to the streets of downtown. The incredible people behind the daily grind are the MDID Ambassadors. They are responsible for specific initiatives with some overlap in their tasks. Let’s break down the various functions to highlight the impact the Ambassadors make in Downtown Minneapolis. 

SAFETY
Safety Ambassador’s role includes escorting citizens, helping them locate their destination, assisting them in finding their parked vehicle, distributing maps and other MDID information, checking in with local businesses, and providing support to various MDID pop-ups. In addition to their hospitality work, these Ambassadors also aid in keeping the city clean and act as the eyes and ears for others. Because they are actively walking the streets and skyways, they communicate with Ambassadors outside their task force if further assistance is required.They can request help for larger projects like graffiti removal or connect citizens in need with the Livability Ambassadors.

CLEANING
The Cleaning Ambassadors’ main priority is to keep the streets clean and welcoming while creating a friendly atmosphere. They’re the force behind the polished feel of Downtown Minneapolis. These Ambassadors work on freeing the walkways of trash, clearing undesired substances, removing unauthorized posters and stickers, wiping down public surfaces, and emptying the recycling bins and trash cans. 

SPECIAL PROJECTS
Even though the Cleaning Ambassadors focus the majority of their efforts on cleaning up, some tasks are left explicitly to the Special Projects Ambassadors. This task force works on any project specially requested by MDID or any businesses in the downtown districts. The projects include removing graffiti from buildings and other surfaces or polishing public areas to prepare them for the upcoming season.

LIVABILITY
Livability Ambassadors are a unique extension to the rest of the team. They act as a connection between individuals in need and resources provided by Hennepin County.  The Livability Ambassadors patrol the streets to detect individuals needing assistance, perform wellness checks and connect them with shelters, social workers, and treatment centers. They hand out snacks and water throughout the year, and during the winter months, they distribute socks, gloves, and hand warmers.

The different teams of Ambassadors offer various services and hospitality solutions downtown. This breakdown of responsibilities has successfully functioned in Minneapolis for over 13 years. Block by Block can tailor the Ambassador positions to fit the landscape of your downtown to ensure you receive the necessary services in your unique urban environment!

Hot or Cold, The MDID Ambassadors Continue Onward

Insider Look: The Work MDID Ambassadors Accomplish in the Winter

It is this time of the year again when the sun goes down early and the city glimmers in golden lights. The holiday season enters Downtown Minneapolis and brings holiday cheer and colder weather. The MDID Ambassadors walk the streets with a smile, assisting visitors in the city. Even when the temperature in Minneapolis drops below zero degrees Fahrenheit, Ambassadors are still showing up to work.

The cold temperatures introduce new challenges to the downtown streets. The sidewalks glaze over with ice, the roads hide beneath the snow, and the freezing winds drift between the buildings. These challenges can yield a not-so-pleasant experience in Downtown Minneapolis, but that is why our Ambassadors are there to help!

Beyond their daily efforts in the winter, the Ambassadors are also on the lookout for slippery and icy surfaces. They cover those areas with sand to ensure the safety of the citizens. In addition, they occasionally remove snow from corners if other businesses or the city hasn’t tended to them.

One of the more notable jobs the Ambassadors provide in cold temperatures is motorist assists. With consent from the owner, Ambassadors can jumpstart the vehicle or shovel it out of snow. This comes in handy due to the severity of the weather experienced in Minneapolis. In addition, our Safety Ambassadors continue to provide hospitality services to people looking to avoid the elements and get to their destination quickly.

Lastly, the Livability team works extra hard during the winter months to help individuals caught in a difficult time. They conduct safety checks on people who spend prolonged periods outside to ensure they aren’t suffering from hypothermia or dehydration. The Livability team will also hand out emergency kits that contain heat-reflective blankets and other winter resources like gloves and hand warmers.

The Spirit Behind the Service

Ambassador Spotlight: Dave Hallenberger

“I want to be outside. I want to be where the people are,” Dave Hallenberger replied when asked why he valued his Ambassador position at Block by Block (BBB).

Before working as a Special Projects Ambassador in Downtown Minneapolis, Dave spent 28 years in a security role where he was confined indoors, behind a desk. He shared that he did not know what happiness felt like in a work environment until he started his career at Block by Block. From Dave’s first day on the job to 13 years later, he is still passionate about the positive impact created by his work downtown. Raised in a small town near Lake City, Minnesota, the army veteran of 10 years initially felt intimidated by Minneapolis since he was unfamiliar with the landscape. Now he knows the streets of downtown like the back of his hand. 

Dave’s journey as an Ambassador began when his sister-in-law advised him to apply for an opening position at the company. At the time, Block by Block was a recently introduced hospitality service to the downtown area contracted by the Minneapolis Downtown Improvement District. 

Immediately after reviewing the job description, Dave was thrilled to apply. “They were going to pay me to be a good Samaritan!” he thought. Quickly, he learned that his new employer was different from any other that he had witnessed in the workforce. 

“Where do you get a job where the vice president of the company goes out there with you?” Hallenberger commented about his first day on the field. He appreciated the precedent the company’s leadership set because it connected the values and culture through the different roles and ranks. 

Throughout his years working at Block by Block, he became a trusted employee who always went above and beyond. “He makes my job easier,” Angel Johnson, Operations Manager at BBB, shared. 

Many other managers who worked with Dave agreed. He always takes the initiative to complete tasks before they are noticed and goes above what is expected of him. Over the 13 years, he was recognized twice as the employee of the year and was recently awarded employee of the quarter. Hallenberger thrived in his role because of the trust he built with the management team. He appreciated the freedom and the responsibility of his job. 

Throughout his time, he implemented a routine, starting his week by patrolling the blocks and noticing anything that seemed off. From there, he prioritized his projects and what he needed to accomplish in the following days. Even his colleagues were quick to see the self-starter within Dave’s personality. 

His coworker and partner on the field, Ron Carlson, said, “You can see how much Dave cares about what he does. He is passionate about his work and wants to do the best job possible.”  

Because of the painstaking efforts Dave and many other Ambassadors demonstrate, Minneapolis is kept clean, friendly, and safe. Their hard work keeps the graffiti off the buildings, trash off the streets, and hospitality at the forefront. The Ambassador position at Block by Block was more than just a job for Dave. In addition to positively impacting the community, it was an opportunity for Dave to find joy in his work. Within a year of working as an Ambassador, he encouraged his son, Kevin, to apply. Closely behind Dave in seniority, Kevin has worked as an Ambassador for 12 years in various roles. Currently, he is the team lead for the night shift.

Stories like Dave Hallenberger’s reveal the environment Block by Block creates in downtown areas. By incorporating their hospitality services, downtown communities can provide meaningful jobs that are rewarding and beneficial to the economy. In turn, Ambassadors serve by keeping the city polished and welcoming for the individuals visiting or coming to work. 

This ecosystem generates opportunities for people to find work where they feel heard and gives them a chance to serve other citizens. “I feel very passionate about my job,” Dave added.