The Community Paper

Downtown Ambassadors program revamped with new goals


The Downtown Ambassadors’ shirt color has changed from neon yellow to blue, but that’s not the only difference in the program.

In a survey completed by the City District Main Street this February, respondents said that safety and the increase of those experiencing homelessness were the top two hindrances to economic growth downtown. Number three was the lack of parking.

When the Downtown Ambassador Program was launched in 2018, the main focus was to offer directions and recommendations to those visiting downtown. But as the affordable housing crisis and the number of people experiencing homelessness downtown has increased, the mission of the Ambassadors shifted.

In 2021, a smaller subgroup of ambassadors were trained to help those experiencing homelessness connect to needed services. Now, the Community Redevelopment Agency and the City of Orlando has changed vendors, approving a $1.3 million annual contract with Allied Universal Security Services.

David Barilla, acting executive director of the CRA, which oversees the program, said one of the reasons AUSS was picked was because the new vendor trains all of its ambassadors in social services outreach as well as in the traditional hospitality role.

A downtown ambassador walks in the North Quarter. Ambassadors can be recognized by their blue shirts and can be reached via phone. (S.T. CARDINAL)

The new ambassadors are trained to help those experiencing homelessness get access to shelter, identification and counseling when needed. They also record data in the Homeless Services Network’s Homeless Management Information System, which tracks data on individuals experiencing homelessness, including the length of time they have been without a permanent home, income levels and more.

Panhandling is also an issue that the Downtown Ambassadors are trained to address. To panhandle is not illegal, but there is a City code violation for “aggressive solicitation,” and ambassadors are looking to curb the practice downtown by engaging with those who are panhandling and reporting those who are doing so illegally to code enforcement or the police.

“It’s a fine line, but they’ve got a great start of it of finding the right balance of being compassionate but stern,” Barilla said. “Allied Universal at their highest level are a security firm. They have various security contracts with the City as well as numerous other organizations, which we saw as a benefit.

“Because they do security as their largest component, all of the ambassadors are specifically trained and licensed, so while they are downtown, they are able to provide [security] for anyone they come across or anyone that calls upon them.”

Ambassadors are also available as escorts to walk visitors back to their vehicles if they feel unsafe. To reach the Downtown Ambassadors, who are available from 7 a.m. to 11 p.m., call 407-225-4632.

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