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City's Security Ambassador report shows lower recorded calls, prompts questions about categorization and safety
Summary
Allied Universal presented June metrics showing 5,670 hospitality-assistance contacts and an average response time of 6 minutes; commissioners pressed staff about year-over-year declines in recorded service calls and asked how proactive interventions are categorized.
An Allied Universal representative presented the June 2026 Security Ambassador Report, reporting 5,670 hospitality-assistance contacts (an 85% increase vs June 2025), 1,891 business contacts (down 70%), 657 unhoused contacts (down 72%), 308 calls for service (down 75%), and an average response time of six minutes. The representative said staffing and training were at 100%.
Commissioners pressed the presenter on apparent declines in recorded calls and whether proactive, on-patrol interventions are captured in the same categories as dispatched service calls. The representative said many proactive interactions are logged as "on-house" or as hospitality assistance rather than as a service call because ambassadors are resolving issues in real time. Commissioner Winnick asked, "If you are doing real-time services, where are the real-time services showing up?" The presenter replied they are categorized differently in the report and that the team aims to improve consistency.
Commissioners also raised ambassador safety concerns and uniform suitability during summer heat; staff said Allied provides heat-safety training and supervisors conduct wellness checks. Commissioners asked staff to clarify hotspot mapping (an RD 0971 zone on the West Side including the Robertson kiosk) and to ensure monthly KPIs make text-based contacts and kiosks clear in the reporting.
