Overview:
In a coffee shop, Dallas City Manager Kim Tolbert showed true leadership by responding to a homeless man with kindness and dignity. She called the Dallas C.A.R.E. Team, who arrived within minutes to offer the man housing possibilities, job opportunities, and connections to critical resources. This example of leadership in action is a reminder that public service is about seeing people and responding in real-time to uplift those who are too often forgotten.
In today’s world of politics and public service, it’s easy to become focused on policies, numbers, and headlines. What’s harder to find—but far more powerful—is leadership that is lived out in quiet, compassionate moments. I recently witnessed such a moment during a simple coffee meeting with Dallas City Manager Kim Tolbert, and I believe it’s worth sharing with a wider audience.
We met at a local coffee shop to discuss city matters, leadership, and the future of our communities. I already held a deep respect for Ms. Tolbert’s professional integrity and tireless work. But what stood out that morning wasn’t what she said — it was what she did.
While we were seated inside, a gentleman experiencing homelessness walked into the shop. Many people in that setting might have looked away or hoped someone else would intervene. But City Manager Tolbert didn’t flinch. She greeted him kindly, spoke to him with dignity, and asked about his situation.
Then she took it a step further — she called the Dallas C.A.R.E. Team, a city unit designed to respond to exactly these kinds of human needs. Within five to seven minutes, the team arrived like first responders and began speaking with the man. They offered more than a temporary solution: they talked with him about housing possibilities, job opportunities, and even considered where within Dallas he might apply. They also connected him with critical resources like Metrocare, which provides mental health and social services.
This wasn’t a photo op. There were no cameras, no press releases. It was simply leadership at its most human level — quiet, present, and effective.
As a former State Representative, Mayor, and City Manager, I’ve seen leadership expressed in many forms. I’ve also seen the gap that can sometimes exist between public office and public service. What I witnessed in that coffee shop reminded me of the kind of leadership our cities need: not only visionary and strategic, but also present and compassionate.
In a time when much of the public’s trust in institutions has frayed, it’s moments like these that restore faith. They remind us that public service isn’t just about passing ordinances or balancing budgets. It’s about seeing people, responding in real time, and using the full reach of government to uplift those who are too often forgotten.
Kim Tolbert didn’t just talk about compassion—she modeled it. Her responsiveness and genuine concern reflect the kind of leadership Dallas, and cities across the country, need more of.
I was both humbled and encouraged by what I witnessed that morning. And I believe stories like this should be told—not to glorify one person, but to inspire a culture where all leaders lead with heart.
Let this be a reminder: the most meaningful acts of leadership don’t always happen at a podium. Sometimes, they happen over a cup of coffee.
Carl Sherman is the former Mayor of DeSoto, Texas, a former City Manager, and served three terms as a Texas State Representative, District 109. He is the Principal Manager of The Carl Sherman Group, LLC, Pastor, and a longtime advocate for people-centered leadership.