Evening Ambassadors

Aims

To provide a high profile customer orientated ambassadorial service primarily to furnish the needs of the “Evening Economy” and designed to promote, elevate, improve and preserve Coventry City Centre.

• The delivery of a liveried, customer friendly service to all who live, work, shop and visit Coventry City Centre, particularly for leisure activities during the evening and night.

• Be readily available to members of the public, visitors to the city to assist in their queries and requests. A point of contact in the event of emergencies. Summon help and offer first aid where necessary.

• Contribute to the Crime Reduction Operation including retail and pub watch radio links aimed at reducing crime in the city.

• Develop and maintain links and relationships with the police, hackney carriage, private hire and bus operators.

• Manage and control late night street trading issues and ensure traders adhere to their licensed responsibilities.

• Identify, recognise and memorise and take action against target criminals

• Perform any tasks that contribute to crime prevention measures

• In co-operation with West Midlands Police undertake duties surrounding the licensing/permit holding of door staff and any drug safe issues at city centre licensed premises.

• Act as Communications officer at the scene of major incidents and to identify and make contact with the senior police, Fire or Ambulance.

• Assist with scene preservation at crime scenes and major incidents.

• Assist in placing safety barriers at events, incidents or to ensure public safety.

• Make safe any dangerous constructions, building or street furnishings that may effect the safety of the public.

Recognising the value of “hospitality on the streets” CV One made a significant investment in 2001 in a series of development programmes to convert its 18 car park attendants into Customer Service Assistants. This role has now broadened to encompass tourist information, proactive customer service and interaction with retailers. In 2002 the Customer Service Teams were supplemented by a further 10 street crime wardens with funding secured by the City Council. All of the 28 daytime ambassadors wore a common uniform thereby increasing the number of “Yellowjackets” on the streets and creating a clean, safe and welcoming environment for visitors throughout the day.

The evening economy remained a concern, however. Annual surveys conducted both on the street and by telephone, suggested that the fear of crime still prevailed within Coventry city centre in the evening. This in turn affected people’s willingness to use the city centre at night and impacted adversely on the leisure economy. This was borne out by the leisure operators themselves. In trying to establish a commercial membership scheme for leisure operators in the city centre, CV One surveyed a wide range of businesses to establish their key value drivers. Three areas emerged as common to restaurants, bars, clubs and pubs:

• Late night transport
• Improved access to target markets
• On- street security

Evening Ambassadors concept

A liveried, high profile, customer service orientated team able to give a personal and reassuring presence on the streets who wanted to make a difference to their city and who were willing and able to commit to a working week of extremely unsocial hours. Ensuring that theatre-goers feel safe leaving the theatre as a group of boisterous but in reality non–threatening young people walk past.

Displacing the fear of crime even in well lit streets by escorting lone females walking back to her car

Assisting the worse for wear visitor trying to find his way back to his hotel

Offering a reassuring presence on the street for users of our city centre during the early evening and night

Backgrounds

Four evening ambassadors coming from varying backgrounds, an ex serviceman, an engineer, emergency service worker, security officer.

Hours of work

1700 hrs to 0400 hrs from Weds (Student night) through to the weekend

Exceptional Attributes

All are exceptional people, not least in their cheerful and willing demeanour both individually and as a team. Their knowledge and previous experience enables them to deliver exceptional customer service to everyone they encounter. Their major role in providing a high profile liveried presence on the street, assistance and information to visitors and the city’s leisure operators is supported by their two way radio contact with our 24 hour control room. The control room monitors 258 cameras within the city centre and it is the responsibility of the Evening Ambassadors to respond promptly to incidents as they arise. Both the control room and the Evening Ambassadors have access to West Midlands Police radio traffic. In common with other schemes throughout the UK the Evening Ambassadors now form part of the “Wider Police Family”. Acting as eyes and ears of the police but not intervening in incidents they are often called upon to “nip things in the bud” and participate in the daily police briefing every evening. Acting at times as mobile Tourist Information Assistants, they supply information to city centre users about restaurants, hotels, transport and attractions. They also focus on levels of cleanliness and environmental monitoring, reporting any concerns directly to the Control Room who are able to mobilise our cleansing contractors - English Landscapes - to deal immediately with any potential health and safety issues.

12 Months On

The Evening Ambassadors have proved a resounding success.

• Evening footfall has increased
• Every licensed premises within the area managed by CV One is now a member of Pub Watch
• Pub Watch exclusion orders have been introduced and are supported by ancillary photographic sharing
• Hundreds of domestic and overseas visitors have been helped and assisted. Many have expressed delight and pleasure in finding customer service staff available at such unsocial hours. Latterly some American visitors determined to take the concept back to the States – coals to Newcastle!
• First Aid has been administered to dozens of recipients simply because of the availability of a constant and qualified presence on the street.
• Homeless persons have been offered assistance and directed to overnight accommodation
• A number of missing from home enquiries have been undertaken and not just in respect of young people – the Evening Ambassadors were actually instrumental in reuniting a frail 72 year old with his family.

Coventry is unique in extending the concept of street wardens or ambassador initiatives in support of the evening economy and introducing late night patrols by a team of Evening Ambassadors in the city centre - this initiative was introduced by CV One Ltd.

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