Commuters in downtown San Francisco have been noticing a fresh approach to urban safety and community support at the Embarcadero and Montgomery BART stations. Mint-green kiosks staffed by uniformed “ambassadors” have become a new fixture during morning rush hours, offering more than just a visual presence.

The Downtown SF Partnership launched a pilot program that’s showing promising results in addressing downtown’s complex urban challenges. In just six weeks, these ambassadors have dramatically reduced safety-related 911 calls by 53%, dropping from 55 to 26 calls. Even more impressive, violent incident reports plummeted by 67%.

Robbie Silver, the program’s executive director, explains that many 911 calls previously stemmed from people’s discomfort with visible homelessness. Instead of relying on police, these ambassadors take a compassionate approach. They conduct wellness checks, help individuals experiencing homelessness connect with resources, and encourage movement away from station exits.

The initiative isn’t just about reducing emergency calls. It’s part of a broader strategy to revitalize downtown San Francisco’s economic and social landscape. Corporate sponsors like Google, Visa, and Amazon are supporting the program, recognizing its potential to create a more welcoming urban environment.

Funding for the program is estimated at roughly $2.8 million for the Embarcadero and Montgomery stations next year. The Downtown Development Corporation is exploring expanding the program to Powell and Civic Center stations, potentially covering evening commute hours as well.

This innovative approach represents a nuanced response to urban challenges, focusing on support and connection rather than punitive measures. As San Francisco continues to evolve, programs like these demonstrate a commitment to compassionate, community-centered solutions.

The ambassadors are more than just a stopgap, they’re a testament to the city’s resilience and creative problem-solving in addressing complex social issues.