Your URBA On-Call ‘blue shirts’ are back on the streets in July 2026 with a team of 3 Community Ambassadors who serve the boundaries of the Uptown Rutland Business Improvement area weekdays Mondays through Friday 7:00am-2:00pm. They are supplemented by our Clean Team on Monday, Wednesday and Friday mornings.
URBA On-Call’s team of community Ambassadors support the Uptown Rutland business community by providing non-security, hands-off assistance that helps maintain a safe, welcoming, and vibrant neighbourhood.
Who to Contact
- Emergency / immediate danger → 911
- Safety concern / needle found / unwanted behaviour → URBA On-Call (ph: 250 998 0335)
- *(NEW) *Mental Health Crisis Response** – CRCL (ph: 778 940 2560)
- Bylaw issue → Bylaw Services: 250.469.8686
- **RCMP Non-Emergency 250 762 3300 & Online Crime Reporting | Kelowna RCMP*
- Graffiti → Graffiti Hotline: 250 469 8600 (enter option 6)
- City maintenance (pothole, streetlight, traffic signal, parks/washroom upkeep)
Important Note: Hands-Off Protocol
Community Ambassadors are not security guards and do not use physical force.
They cannot remove an individual through physical contact.
All interactions must remain verbal and non-physical.
Primary Services Provided to Uptown Rutland Businesses
URBA On-Call staff offer the following support to member businesses:
- Addressing loitering in front of storefronts and entrances.
- Discouraging aggressive panhandling and disruptive behaviour.
- Safe collection and disposal of drug paraphernalia, including used and unused needles.
- Wellness checks on individuals who appear to be under the influence of substances.
- Morning sweeps at 7:00 a.m. to look for sleepers and ensure storefronts are safe and accessible before opening.
- Removal and cleanup of temporary shelters and belongings when appropriate.
- Regular patrols throughout the day of plazas, alleyways, urban parks, parking lots, etc.
- Business visits to check in on concerns and provide support.
- Education and tips for businesses on reducing undesirable activity, including de-escalation best practices.
- Security inspections of businesses, with suggestions for safety improvements that help deter loitering
When Not Responding to Calls
- During quieter periods, the On-Call team of Community Ambassadors develop rapport and trust with individuals who are unhoused, helping connect them to available resources.
- Work collaboratively with Social Services, Outreach teams, local shelters, and the RCMP to share information and concerns.
- Support businesses in identifying and developing proactive solutions to reduce undesirable activity.
What Happens When a Call Is Received
1. Information Gathering
URBA On-Call collects details from the caller to determine the most appropriate response.
2. On-Scene Assessment
Upon arrival, the team checks in with the caller or business staff in case the situation has changed.
3. If Outside the Business
Ambassadors initiate respectful contact and direct individuals to relocate from the area.
4. If Inside the Business
- Business staff must first ask the individual to leave.
- If the person refuses, On-Call Team takes over effort to encourage them to exit.
- If unsuccessful, the RCMP will be contacted for assistance.
Call Volume and Response Times
URBA On-Call may be handling several calls at once. They will:
- Take your information
- Provide an estimated arrival time when possible
- Attend as soon as they are able.
If an urgent or unsafe situation requires immediate attention, businesses should contact RCMP.
If the issue resolves itself before arrival, a callback to advise the team is greatly appreciated –
they will still check in.
Why URBA On-Call May Leave and Return During a Call
In some situations – especially where individuals have many belongings – it can take time for them to pack up. URBA On-Call will:
- Engage the individual and direct them to relocate
- Allow approximately 15-20 minutes for them to pack
- Attend other calls during this time
- Return to ensure compliance.
If the individual has not moved when the team returns, the RCMP will be contacted.
Remaining on-site and standing over individuals can slow the process, which is why the On-Call Team may temporarily step away.
Needle and Hazardous Item Disposal
URBA On-Call Ambassadors are fully trained in the safe collection and disposal of drug paraphernalia.
Businesses may call for assistance at any time.
Additional Support Services
Safe Walk Program
Businesses or individuals may request an escort to or from their vehicle or workplace between 7:00am and 2:00pm.
Please call 30 minutes in advance when possible, as staff may be tied up on other calls.
Bank Drop Escorts
Available using the same 30-minute advance notice procedure.
What On-Call Should Not Be Contacted For
URBA On-Call does not provide primary response to criminal incidents.
For such occurrence, please call RCMP. During an emergency including immediate threats to any persons or property, dial 911 & ask for police
To report non-emergent and historic incidents such as vandalism/mischief, overnight Break & Entry etc.. call 250 762 3300
or submit your report Online Crime Reporting | Kelowna RCMP**
Examples include:
- Shoplifting, thefts in-progress or threat/display of weapons (e.g. Robbery)
- Physical altercations, assaults, domestic violence
- Traffic safety, dangerous drivers, dog complaints or wildlife issues
- Active threats such as large fires, natural emergencies, community risk/evacuations
- Broken windows or property damage
- Any activity requiring immediate law enforcement or emergency responses
*Businesses are welcome to pass along information about individuals of concern so the Ambassador Team can remain aware and observe during patrols*
URBA CLEAN TEAM
(A partnership with the PEOPLE With Lived Experience Society)
Across Uptown Rutland, URBA On-Call lends the following cleaning services to its Membership
- Power washing & graffiti removal
- Garbage and litter removal
- Sharps collection and bio-hazardous removal
- Poster and flyer removal
- Sidewalk and alley cleaning
- Waste and recycling education to Uptown Rutland Businesses
