Schedules, smiles and scanners: Meet the Arrowhead workers with Down syndrome
As 70,000 Chiefs fans check into GEHA Field at Arrowhead Stadium with tickets on their phones on gameday, Madison Millentree greets some of them with a smile on her face, pom-pom in one hand and ticket scanner in another.
She’s a fan favorite around the stadium. Many visitors will seek out her section near the T-Mobile entrance gate by Lot M, and co-workers have requested to work directly with her.
She’s also seen as a good luck charm, since she’s been with the Chiefs since 2022 and has been with the team for three consecutive AFC Championship Game appearances and two Super Bowl victories. She’s even crossed paths with actor Eric Stonestreet.
Millentree’s day as a guest services representative looks a bit different than other staff at Arrowhead. She only pops up on game days with a clear bag in hand and everything she needs to be successful: her nametag, uniform, credentials, ticket scanner and pom-pom.
She also has Down syndrome.
Millentree is one of 18 individuals employed by the Chiefs in a partnership with Down Syndrome Innovations, an organization based out of Mission, Kansas, that offers lifelong services to individuals with Down syndrome, including employment opportunities with businesses around Kansas City, including HyVee, Price Chopper, University of Kansas Health Systems, Jack Stack and ReeceNichols Real Estate.
Caitlin Petit, the Chiefs’ director of event services, said they’d been making accommodations for fans and staff for years, and the last piece of the puzzle was to offer the same to new employees with diverse abilities. They reached out to the organization on a recommendation from another nonprofit they work with.
The partnership with the Chiefs started with two members in 2022, one of them being Millentree, said Amanda Myers, employment coordinator with DSI. As the partnership grew, so did the number of workers the Chiefs employed to fill the demand for assistance at the ticket gates and inside the club level. For many of the workers, like Millentree, it’s a dream come true to work for the Chiefs.
Myers’ role with DSI is pairing individuals with jobs that best fit their needs. She analyzes their skill sets and figures out who would fit best in a situation like working at Arrowhead Stadium, where it can get loud in a hurry, Petit said.
“We’ve always had to cater to many different types of personalities and needs, but this is one that is new to us.” Petit said. “It’s been an eye-opening experience when you might think that these individuals aren’t going to thrive in such a loud, exciting environment, and you see them just come alive.”
Millentree’s mom, Shawna, said it was a match made in heaven for her daughter’s personality.
“It’s just another piece that gets her out into the community and gives her another opportunity to be social,” Shawna Millentree said.
A day as a Chiefs’ guest services representative
The Chiefs’ guest service representatives with DSI only work when there’s a game, and they usually only work until the first half of the game, Myers said. Each employee’s stamina differs and they don’t want to be in a situation that can disrupt their routines.
No matter the game, the workers show up 3 1/2 hours before kickoff. They’re all dropped off by their caretakers in a location a short distance away from the stadium and ride a shuttle together once everyone arrives, Shawna Millentree said.
They all gather around for a team meeting before the ticket gates open, so they can all be on the same page. Myers said they created a visual chart with step-by-step instructions on where each individual needs to go and a checklist for what they need to do while they’re on the clock.
“(Myers) helped us figure out what different types of reminders they might need, like setting their alarm when it’s time to go on their lunch break or making sure they don’t drink too many sodas during the game, which is always a challenge with any of out staff members,” Petit said.
Once Madison Millentree is inside Arrowhead Stadium, a typical day sees her and her co-workers scanning tickets and helping guests for 6 1/2 hours. Those stationed at the club level help guests by directing them to their seats and where they can find any amenities.
Shifts end at halftime, since every fan who planned to go to the game should have checked in at that point.
Arrowhead routines
Structure and set routines are key for the staff and especially Millentree, who said routines “are her jam.” Each staff member knows where they need to go, when they need to be at their station and how long they will be there. They all have a set time for a lunch break and know which concession stands take their vouchers.
Playoff games can throw off their routines since they don’t know when the Chiefs play. Additional events, like concerts, soccer matches and college football games, can also cause some disruptions with the staff since these events have different end times.
In other instances, the food takes them off their schedule. Madison Millentree knows to save any leftovers from lunch for later, but found herself in a sticky situation recently when she bought a large ice cream cookie and didn’t finish it before her alarm went off.
It’s hard to save ice cream when it melts, but it was one of many scenarios the workers with DSI face in problem-solving when something doesn’t go as planned. Stadium staff are also trained to assist the guest service representatives with any questions or issues that pop up throughout the shift, Myers said.
No matter the circumstances, they’re always excited to get back to Arrowhead Stadium.
“All of our individuals are so proud to work for the Chiefs that it’s all they can talk about,” Myers said. “Everyone’s like, ‘When’s next the game?’ When am I working?’ Everyone’s really eager to get back to the stadium.”
This story was originally published January 25, 2025 at 5:00 AM.
