Street-Certified Hospitality
The challenge:
Rising unsupported homelessness and an at-capacity shelter system have pushed the challenges of mental health and addictions onto our main streets and into central business districts. Staff at bars and restaurants are increasingly being called to do the work of outreach workers, forced to balance having a dignified response to challenging situations with the practical realities of running a business.
Solution: Train service workers on key basics of street outreach
We help hospitality workers and business owners respond better to hard situations - both as individuals and as a team.
Through a series of scenarios, this in-person training program teaches participants to:
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understand how this skill will be useful to their jobs and livelihood
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see potential issues before they occur (situational awareness)
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respond as an individual to minor de-escalation situations
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coordinate a team approach to managing bigger problems
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react immediately and appropriately to a crisis
This program also includes naloxone training, personal de-escalation training, guidance on when to resort to calling 9-1-1, crisis management frameworks, and specific protocols for cutting off guests who have been over-served. The purpose of this training is to build a set of tools that your staff can use to make guests feel safe and comfortable while managing people who are escalated or unwell with dignity and respect.
All participants will receive a training certification upon completion of the program.
Testimonials
Our team walked away with more than just tactics; we left with a renewed sense of purpose. The ability to confidently navigate interactions with individuals experiencing homelessness or addiction isn’t just a workplace necessity—it’s a responsibility. For the first time, I truly feel that our team has the tools they need to approach these moments with confidence and care.
One of the most exciting takeaways from this session was learning that Kaz and Tony can tailor additional training to meet the specific needs of each of our locations. Whether it’s frontline de-escalation techniques, harm reduction strategies, or managing guest interactions, we now have a resource that truly understands the challenges we face and provides real solutions.
I highly recommend Better Street to any hospitality group looking to strengthen their frontline teams, improve guest experiences, and, most importantly, create workplaces where safety and humanity go hand in hand.
This session was a reminder of why we do what we do—not just to serve drinks or meals but to be of service to people in all their complexities.
– Andree Moore
Operations Manager for Tributary Collective