You look beautiful

Offer alternatives: IE, “Sorry, nobody’s allowed to hang out over there, but we have seats over here you’re welcome to use”. I recommend getting familiar with local parks, public seating, free food programs, outreach, mobile aid, etc., just in case those are needed.

Be polite: IE, “Excuse me, sir”, “I beg your pardon, miss”. This should go without saying but everyone deserves dignity.

Avoid phrasing requests as orders: IE, “Don’t stand in front of that” VS “Excuse me, could you move a bit to the side?”. This works best with an explanation, like, “There’s a sign behind you”, or, “you might get clipped by someone”. This helps communicate that you are asking for a reason, not just throwing your weight around. If you don’t have a reason, rethink whether or not you need to be doing anything.

Avoid directing blame or fault. Don’t say, “The owner says you gotta go” when you could say, “I’m not supposed to let people be here for X period” or “do X thing”. Again, try to have alternatives ready so people can use other resources or do something else instead of just abruptly changing plans.

Come from a place of compassion whenever you can. People are gonna tell you to get rid of the crazy screaming guy. They say that because they’re frightened and don’t know what to do. Your best approach is, “Hello sir”, followed by, “How are you today?”, “how’s it going?”, “are you doing alright?”, etc., depending on what the person is ACTUALLY doing / saying when you get there. You can offer help from there if needed, or leave them alone if they’re not in danger or a risk to anyone.

Remember you’re not a cop. This can mean whatever you need it to mean. For me personally, that means that with incredibly rare exception (like trying to sell to kids, contaminating other’s food or drink) I won’t report you for drugs. If I find you doing drugs on my site I’ll tell you a different place where you can do them instead and ask you to do them there. I have interrupted drug deals to ask the client and the salesman to both kindly move 15 feet to the left, I’m not kidding, I do not care.

Know who you can throw under the bus. Sometimes you gotta enforce rules and be the bad guy and if that’s the fault of some dipshit in a suit 200 miles away, you can say that. Sorry man, I can’t let you park your car on the lawn. I know you’re not hurting anyone and frankly I think lawn culture is stupid but there’s other parking stalls and if my boss sees you I’ll get a write-up for not doing my job. Shit sucks sometimes but if it wasn’t me telling you it’d be the new guy, and between you and me he’s an idiot and he’ll probably just report you to bylaw.

Don’t just act like you’re their friend, genuinely try to be a good friend. If you know that someone is doing something that will only result in a bystander phoning police, don’t let them go down like that. Let them know, “hey man, you seem like you’re having a shit time and I get it, I’ll do what I can, but we gotta have this conversation somewhere else ‘cause we’re freaking out the old ladies.”

Swallow your tongue. You can’t fix the world. People are gonna bitch at you about communists and 5G and gangster rap ruining the neighbourhood, that’s just part of the deal. Nod along, remain neutral, shut down any hate speech, redirect if you can, and keep a limit in mind where you’ll have to shut things down.

Accept that sometimes there are no solutions. Yes, that angry guy who blasts music will be back tomorrow. That homeless woman who asks you to help her find her dog that she hasn’t had in 30 years will ask again, and yes, you’re still going to take a description and promise to keep an eye out. That kid who smokes crack behind the building has been clean for a few weeks and still stops by to say hi, and you hope he’ll get his life together and be happy, but he also might relapse and OD before he hits 25. Sometimes you just have to do the best you can, even if nothing is guaranteed.

Be kind to teenagers. Being a kid is hard, and everyone’s on their ass all the damn time for everything.

Remember that the vast majority of bad people aren’t bad, just unhappy. The guy who keeps showing up drunk and puking on the carpet is unhappy. The lady who bitches about the service every single time and keeps coming back anyway is unhappy. The guy who leaves trash everywhere is probably unhappy. If they were happy, maybe they’d do better, but they’re not, and that’s kinda sad. You don’t have to let them get away with their shit, but they probably aren’t actually a worthless human being either.

It doesn’t matter if 12 is true or not. You need to believe it or you will become a harsh and bitter person. Look for evidence that people are not terrible and invent it if you have to