Block by Block’s Regional Vice President David Aguilar explained the role of the security ambassadors his company provides to the city of West Hollywood at Council’s meeting Monday night, and answered some questions in the wake of several incidents which left residents wondering about their purpose. Here are highlights from his presentation.

Security Ambassadors’ roles

• The primary role of security ambassadors in West Hollywood is to provide an unarmed, visible presence to act as a deterrent to unwanted behavior.
• Deescalation and Support: Ambassadors are trained to diffuse and deescalate nonviolent, low-level quality of life issues and offer support for nonviolent or non-emergency calls for service.
• Collaboration: Security ambassadors work in collaboration with the Human Services Department, outreach service providers for undocumented community members, the City of West Hollywood’s code compliance, LA County Fire, and the West Hollywood Sheriff’s Department.
• Visual Deterrent: In addition to addressing nonviolent crimes, ambassadors serve as a visual deterrent to potential criminal activity.
• Hospitality Services: Ambassadors provide hospitality services, including safety escorts within city limits for anyone who feels unsafe walking to or from their destinations.
• Local Business Check-Ins: Ambassadors make regular pit stops at local businesses to check on them, answer questions, and address concerns.
• Information Resource: Ambassadors act as a source of information, providing parking information, dining recommendations, business referrals, general directions, and information about upcoming city meetings or events.
• Traffic Control: Ambassadors assist with traffic control-related issues, including contacting emergency services in the event of a traffic collision and helping with basic information exchange.
• Vehicle Assistance: Ambassadors can help with jump-starting vehicles and changing tires if the necessary tools are available.
• Collaboration with Neighborhood Watch: The management team attends Neighborhood Watch meetings and works closely with neighborhood block captains, community safety leaders, and the West Hollywood Sheriff’s Department to address low-level nonviolent issues.

On ‘de-escalating’ problems

“All we can do is request compliance. We’re not law enforcement officers. We’re security guards. We have the same abilities that everyone else does out there. However, our staff is trained to recognize certain behaviors, to try to verbally communicate with individuals. We can recognize certain behaviors and we can contact the sheriff’s department. They gather collect information, pertinent information such as descriptions of individuals. In the event there’s a physical altercation that results in serious bodily injury and somebody flees in a vehicle, they’re collecting vehicle information, last known direction of travel. So, there’s a few different things that we can provide or assist with. Again, we put our ambassadors through real-life safety scenario trainings, things that we’ve experienced out here in the field. We act those out, we roleplay those scenarios. We pretend to be aggressive individuals shouting, yelling, folks dealing with mental health crisis issues. Again, all we can do is communicate verbally. That’s all we can do. In the event of serious bodily harm, that does come down to a judgment call on the ambassador’s part. It’s not something we encourage simply for the risk of injury to our ambassadors as well, but if they feel the need to intervene, they can.”

Recent success stories

In December 2022, a security ambassador observed an individual with a firearm, reported the observations to the West Hollywood Sheriff’s Station, and followed the individual from a safe distance long enough to direct deputies to the suspect’s location. He was found to be carrying a loaded magazine and handgun when deputies detained him.

In two separate incidents — one in December and the other in March —, ambassadors successfully administered Narcan to an individual suffering from a potential overdose. This allowed the individuals to become responsive long enough to allow EMS to render aid.

In March 2023, an ambassador assigned to a fixed position in City Hall fixed observed an individual brandishing what appeared to be a firearm outside the entrance. The ambassadors assisted with the evacuation of the first floor at City Hall until the Sheriff’s deputies arrived and cleared the area.

Other notes

Increase in Cost per Service:

The cost per service has increased compared to the past three years, indicating potential budgetary implications for the program.

Increase in Hospitality Services:

The ambassadors have seen an increase in their hospitality services, which could indicate a higher demand for assistance and support from community members.

Increase in Interactions with Unhoused Community Members:

The team has experienced an increase in their interactions with unhoused community members, highlighting the importance of their role in addressing the needs of this vulnerable population.

Increase in Safety Escorts:

The number of safety escorts provided by the ambassadors has increased, suggesting a growing concern for community safety and the need for additional support in this area.

Decline in Business Contacts:

The focus on residential patrols and fixed posts has led to a decline in business contacts, potentially indicating a shift in priorities and resource allocation.

East Side Residential Calls for Service:

The east side of the city has reported the highest areas of calls for service, as well as a higher number of interactions with unhoused community residents compared to the west side.

West Side Hospitality Assistance:

The west side of the city has seen significantly higher levels of hospitality assistance provided by the ambassadors compared to the east side and the center city.

Response Time for Sheriff Calls:

Since the residential program’s inception, there have been 64 calls for service by ambassadors to the West Hollywood Sheriff station. The average response time for these calls is 12 minutes and 23 seconds.

Staffing Levels:

The program has consistently maintained staffing levels at 100% for the residential expansion, kiosk locations, city hall, parks, and pickup trolleys on weekends. Staffing levels for patrols on Melrose, Santa Monica Boulevard, and Sunset have been maintained at 90%.

Turnover and Staff Tenure:

The program has experienced some turnover, primarily due to performance-related issues, accountability, and competitive wages. Currently, 19% of staff members have been with the program for more than two years, while 53% have been with the program for less than a year.

Training:

Ambassadors are required to complete various training modules upon hire. They receive bi-weekly and monthly safety training topics, with additional training assigned as needed. Notable training topics include active shooter training, first aid administration, cultural diversity and sensitivity, sexual harassment, mental health first aid, incident report writing, emergency preparedness, and safety scenario training.