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Concert Operations Safety and Security Training: Fall 2012

Mandatory Safety and Security Training for all FOH student employees.

Jennifer DeCicco

on 15 July 2013

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Transcript of Concert Operations Safety and Security Training: Fall 2012

Welcome to Concert Operations
Safety and Security Training

Agenda Day One:
Workplace Safety
Medical Emergencies
Code Adam
Fire Prevention and Detection
Breakout Sessions: BPC and Cafe 939
Agenda Day Two:
Non-violent Crisis Intervention
Sexual Harassment
Customer Service
Breakout Sessions: Ushers, Box Office Clerks, 939 Event Staff
Workplace Safety
Safety is Everyone's Responsibility
Emergency Numbers:
Create and Maintain a Safe Work Environment
Perform job duties
Report potentially unsafe situations or suspicious individuals
Help in the event of an emergency
Berklee's Public Safety Office:
x2333 on all Berklee phones

(If dialed from a Berklee phone, 911 also alerts Public Safety)
Cafe 939 Evacuation Plan and Locations
BPC Evacuation Plan and Locations
Fire Prevention and Detection
Fire Prevention and Detection
Fire Prevention and Detection
Fire Prevention
and Detection
Medical Emergencies
Stay Calm
Call for Help (911 / 2333)
Notify House Manager Immediately
Isolate the Scene
Act on Direction of Management
Stay with Victim until Management Arrives
Try to Get Information From Victim
Give All Pertinent Info to EMS and Management
Work With Management to Fill Out Incident Report
Medical Emergencies
Become Another Victim
Assume Someone Else Will Phone For Help
Ignore the Problem
Share Confidential Information with Friends or Co-workers
Touch Bodily Fluids (we have gloves in the First Aid Kits and Usher Room)
Treat What You Don't Know
Medical Emergencies
Obtain a detailed description of the child (i.e. name, age, hair, race, eye color, weight, height, clothes, etc.) and notify the House Manager.
Go to the nearest radio and declare “Code Adam.” Announce the description of the child.
Persons assigned to specific locations should remain there while floaters begin to search for the child.
If the child is not found within 10 minutes, coordinate with House Manager, who will call the police.
If the child is found and appears to have been lost and unharmed, reunite the child with the parent or guardian.
If the child is found accompanied by someone other than the parent or guardian use reasonable efforts to delay the departure of the adult without putting yourself at risk. Call the police and identify the person accompanying the child.
The House Manager should conclude the incident by saying “Code Adam Cancelled.”

Rescue - Rescue/Remove person(s) from the immediate fire scene/room.
Alert - Alert personnel by activating the nearest fire alarm pull station then call the Boston Fire Department to report the exact location of the fire, notify your supervisor immediately.
Confine - Confine fire and smoke by closing all doors in the area.
Extinguish - Extinguish a small fire by using a portable fire extinguisher or use to escape from a large fire. Evacuate the building immediately and, once outside, report to your supervisor.
Upon the detection of smoke and/or fire, follow the R-A-C-E plan:
The acronym P-A-S-S is used to describe the four step process in operating a fire extinguisher.

If it is a small contained fire, use your judgment after calling for help
If it is thick smoke, GET OUT!
It takes a match 3 minutes from ignition to become a fully engulfed flame
Point out potential issues to managers (i.e. electrical, lighting, etc.)
Stay awake and alert
Preventing Fires:

Detecting Fires:
If you smell something, say something
It is better to be safe than sorry
Report unusual activity (i.e. people moving quickly or erratically)
Extinguishing Fires:

Orchestra right & left walls mounted near emergency exit doors
Balcony lobby wall mounted near ladies room
Near Mezzanine house right and house left exits
House Left on stage and in the back hallway by stage door
Box Office by copy machine
Theater Office under Jen’s desk
Outside Jim Room
Important Locations in the BPC:
Fire extinguishers
House Phones
Stage door
Jim Room
Electric Room
All Office Phones
First Aid Kits
Congratulations. This is the End of Day One.
See you back here on Wednesday, September 19 at 6:00 pm sharp!
In preparation for any building evacuation, occupants should become familiar in advance with the buildings emergency exits, fire alarm pull stations, and “Areas of Refuge.” Occupants should be aware of any obstructions or hazards in common areas and report them to the Public Safety Department quickly.
When the building evacuation alarm system is activated everyone is required to immediately leave the building in a timely and orderly manner. Walk, do not run, stay alert, and assist those that may need assistance. Those who refuse to leave should be reported to the nearest supervisor or to public safety.
When you hear the alarm, take your personal items and exit the building via the stairwells. Do Not Use Elevators. If you are aware of anyone that requires assistance or is unable to exit the stairwell, advise the nearest supervisor or public safety.
Evacuation Plan
Evacuation is always necessary when the FIRE ALARM sounds
Do not wait for House Manager notification.
It is the crew’s responsibility to stop all shows in the event of an emergency or if an alarm sounds.
Designated meeting area: Hynes Convention Center, directly across the street

If an alarm sounds during a performance then the production crew is responsible for stopping the show, exiting the hall, and assisting in the evacuation of the venue. Designated meeting area: Hynes Convention Center, directly across the street.
The Box Office staff shall make their best effort to secure all monies in the box office before exiting the venue and aiding patrons.

Everyone should exit the building through the main entrance in the cafe (an additional exit also exists behind the stage). The ushers shall go to the front and back exits and direct patrons out of the doors. Be sure to check restrooms, offices, closets, and storage areas.

Occupants will remain at the meeting place until public safety or a house manager issues an “All Clear” to return to the building. Should there be a prolonged period before the occupants can return to the building Berklee Public Safety will provide additional instructions.
Security personnel are stationed at emergency exits during performances.
Ushers are assigned to each section of the theatre during performances.
1-2 police details and/or Berklee Security are ordered for events open to the public.
Orchestra Section:
4 exit routes (see diagram for locations)
Patrons in the first half of the orchestra section will be directed by ushers and security toward either the fire escape exit located at the house left cross aisle or the emergency exit located at the house right cross aisle which exits through a hallway and onto St. Cecilia Street.
Patrons in the back half of the orchestra section will be directed by ushers and security to exit through the lobby and out the front doors of the theater.
Ushers in the orchestra section will be notified by the House Manager or Box Office Manager if disabled patrons are seated in their section. Ushers will escort these patrons out the nearest accessible exit.
BPC Evacuation Plan and Locations

4 exit routes. (see diagram for locations)
Patrons in the Mezzanine and the First Balcony will be directed to either the fire escape exit located house left of the balcony or the emergency exit located house right, which exits through a stairwell and onto St. Cecilia Street.
Ushers and security can also direct patrons toward exits leading to the main lobby and out the front doors of the building.
2nd Balcony:
4 exit routes. (see diagram for locations)
Patrons in the 2nd Balcony will be directed to either the fire escape exit located house left of the balcony or the emergency exit located house right, which exits through a stairwell and onto St. Cecilia Street.
Ushers and security can also direct patrons toward exits leading to the main lobby and out the front doors of the building.
Stage/ Backstage:
4 exit routes. (see diagram for locations)
Emergency exit leading to fire escape located in Green Room
Door from Green Room leading to 150 Mass Ave. building.
Stage Door entrance
Door on stage outside Jim Room (behind monitor board)
Mezzanine and First Balcony:
Non-violent Crisis Intervention
Sexual Harassment
Customer Service
Breakout Sessions: Ushers, Box Office Clerks, 939 Event Staff
Day Two:
Welcome Back!
Sexual Harassment
Lewd remarks, whistles, or personal reference to one’s anatomy
Unwanted physical contact such as patting, pinching, or constant brushing against a person’s body
Subtle or overt pressure for sexual favors
Persistent and offensive sexual jokes and comments
Persistent and unwanted requests for dates
E-mail messages of an offensive sexual nature
Can Include:
Sexual Harassment
It is the policy of Berklee College of Music to maintain a working and learning environment that is safe, respectful, productive and free from sexual harassment and any other unlawful discrimination.
Berklee's Sexual Harassment Policy:
Concert Operations staff will take the time to listen if an incident should occur. We recognize that individuals may want their identity to remain confidential, however there may be a need to balance confidentiality when resolving a problem.
Procedure for Resolution
Crisis Intervention
Non-Violent Crisis Intervention:
Crisis Development
Nonverbal Behavior
Para-verbal Communication
Intervention Tips and Techniques
Empathic Listening Key Elements
Rational Detachment
Staff Fear and Anxiety
Number One: ANXIETY
Three Stages of Crisis Development:

Person looks anxious, agitated, out of character. Noticeable change in demeanor.

Be supportive of them.
“How can I help?”
Appropriate Response:
Be directive
Give clear and simple directions
Act consistently
Be polite
Separate patron from crowd
Only deal with one person at a time
Argumentative and increasingly vocal
Call House Manager immediately, who will isolate the person with the help of security, if necessary.
Number Three: ACTING OUT
Person has lost control and is being disruptive and unmanageable
Appropriate Response:
Non-Verbal Behavior
Personal Space: Give the individual plenty of room (an arms length is a good measuring stick) so that they do not feel threatened by you.
Use “Supportive Stance”: Turn body 45º. This should make you and the individual both feel more at ease.
Body Posture: Your posture speaks much louder than you may realize. Do not stand with your arms crossed, or leaning against walls when someone is speaking to you. SMILE. It makes a huge difference.
Para-verbal Communication
It’s not what you say, it’s how you say it.

Tone: Use positive inflections. Avoid sounding impatient, condescending, or inattentive.
Volume: Keep appropriate for the distance and the situation.
Cadence: Deliver your message using an even rate and rhythm.
Be nonjudgmental
In many situations, listening to an individual will help you realize that their gripe may be very understandable
Give undivided attention
Allow silence for reflection
Restate points to clarify messages
“Let me make sure I understand you correctly”
Empathetic Listening
Rational Detachment
The ability to stay calm and in control to maintain your professionalism even in a crisis moment. It means not taking things personally even button pushing comments that attack your appearance, race, gender or competence.
Evacuation Procedures
To Fire Escape
To Backstage
To Backstage Door
To Lobby
To Fire Escape
BPC Evacuation Routes
To Lobby
To Lobby
Customer Service
Genuine Care Basics:
1. Great Impressions
- Maintain a professional appearance
- Own the appearance of your area
- Smile; be friendly and approachable
- Follow “clean as you go”
- Put your cell phone away!

2. Know
- Stay up-to-date on the local area
- Know the facilities and services
- Stay informed of daily BPC events
- Communicate knowledge clearly and accurately
3. Welcome (the “15-5 rule”)
- At 15 feet, make eye contact and smile
- At 5 feet, maintain eye contact, greet the guest with “Good Morning/Evening”
- Use the guest’s name (for regular attendees – guests who come frequently for shows)
- Say “Welcome to (the facility’s name - BPC)” or “Enjoy the show”

4. Make a difference
- Contribute to an exceptional guest experience with every action you take
- Work with others to achieve excellent customer service
- Take care of each other so we can take better care of our guests
Genuine Care Basics:
5. Prepare
- Prepare for each guest’s arrival
- Plan for VIPs and guests with special requests (hearing aids/ visual impairment/ wheelchair)
- Ensure that you have the right tools (radio/headsets/flashlight/scanners) and information (ticket price/ the basic run down for the event)

6. Anticipate
- Watch and listen for cues
- Ask questions to learn more (if the guest looks confused)
- Record feedback and suggestions from the guests
Genuine Care Basics:
7. Personalize
- Take ownership of the guest’s needs
- Think of creative ways to say “no!”
- Ensure the guest is completely satisfied

8. Do more
- Look for opportunities before being asked
- Do more than is asked
- Look for creative ways to make the guest feel special
Genuine Care Basics:
9. Resolve problems
- Own the problem and take immediate action
- Know how to use each step in the L.E.A.R.N. process
- Do whatever it takes
- Resolve to delight and build trust

10. Respect
- Be sincere and kind
- Be considerate of individual differences
- Acknowledge the value of others’ contributions
- Deliver on my promises
Genuine Care Basics
11. Thank every guest
- Say “Thank you for coming to the BPC” and wish the guest a good day
- Inquire about each guest’s experience to genuinely encourage feedback
- Encourage the guest to return

12. Courtesy
- Use good manners
- Use terms the guest can understand, no jargon or slang
- Use positive tone and body language
- Use proper etiquette
Genuine Care Basics:
Customer Service

How do you show a guest that you’re listening?
(Give them full attention, make eye contact, and nod when appropriate).

How do we empathize?
(Put yourself in the guest’s shoes, let them know you know how they feel, etc.)

How do we apologize?
(Tell the guest that you are sorry for the inconvenience. Even if it’s not your fault, you can still apologize for the situation).

How do we respond?
(Determine an appropriate response for the problem. Try to resolve the problem to the guest’s expectation).

What should we do in the Notify step?
(Tell the guests how you will follow up, inform other people or managers to help solve this problem and to prevent similar problems from happening again).
What does L.E.A.R.N. stand for?
Use L.E.A.R.N. to solve issues such as:
Ticket/seating problems
Unclean bathrooms
Noise (out in the lobby for quiet shows)
Technical issues (start time delay)
Temperature in the theatre is too cold/hot
Service Recovery Model

To help us identify the correct reaction to a guest concern, we can assess:

Occurs when a guest makes a passing comment about something that really isn’t the BPC’s responsibility or fault. Staff just needs to listen to the guest, with appropriate empathy, and take helpful action.

Example: A guest complaining about the weather and want to enter the theater early; there is nothing any staff can do other than empathize with them and suggest indoor attractions for them to visit before the show starts.
You just finished FOH
Safety and Security Training!
Go forth and be awesome.
What Could Go Wrong,
You Ask?
Power Outage
Medical Emergency
Terrorist Threat
Unruly Patron / Performer
Missing Child
Bomb Threat
Rushing the Stage
The BPC Has Four Types of Fire Extinguishers:
All fire extinguishers located in the BPC front of house (excludes backstage and backstage hallways) are pressurized water extinguishers. These are to be used if SOLIDS are burning, like wood, paper or plastic.

We have two carbon dioxide extinguishers, located by the stage door/backstage hallway and on stage, house left, farthest to the left. These are to be used for ELECTRICAL fires and FLAMMABLE LIQUID/GAS fires.

We have one ABC extinguisher, located on the stage, house left, to the right. This is to be used for SOLID fires, ELECTRICAL fires and FLAMMABLE LIQUIDS/GAS fires.
Zero Staff Respond:
Station Night Club fire, February 20, 2003 in West Warwick, RI
The Important Role of Venue Staff
A Single Staff Member Reacts:
Beverly Hills Supper Club Fire
May 28th, 1977, Southgate, KY

At 9:08pm, busboy Walter Bailey interrupted the show in the Cabaret Room, taking the stage to ask patrons to leave and pointing out the exits to the left and right of stage. Some of the spectators obeyed and began to leave the Cabaret Room through the exits.
Trained Personnel and Others React:
Bradford City Stadium Fire
May 11th, 1985, Bradford, England
Bradford Fire:
By The Numbers:
The Station Nightclub (No Staff Reaction)
462 inside, 100 died (21.6%), 230 injured (49.8%)

Beverly Hills Supper Club (A Single Person Reacts)
3182 inside, 165 died (5.2%), 200+ injured (6.3%)

Bradford Stadium (Police and 22 Spectators React)
11,000+ inside, 56 died (.5%), 265 injured (2.4%)
Emergency Meeting Locations
Hynes Convention Center (Boylston St)
Near Dalton St
Christian Science Center Lawn

Serious issues where the BPC fails to deliver service that leaves the guest upset. May involve a broken promise. Just fixing the problem may not be enough to win back the loyalty of the guest.

Example: When the show needed to block front-middle section seats that were previously purchased for live streaming, the guests were forced to change to less desirable seats.

Situation where the BPC can truly shine. Occurs when an usher or the BPC makes a great impression on the guest by doing something out of proportion to the need, often unexpectedly. Can also occur when the usher turns a less than fortunate circumstance into a “win” for the guest.

Example: A guest was injured and needs to be seated in a wheelchair after s/he has already purchased the ticket. Guest showed up to the show in the wheelchair without prior arrangement with accessible seating. Usher/manager coordinated with the box office and arranged the guest with accessible seating along with his/her companions.

May be most common type of issue. Occurs when BPC fails to take care of something that is their responsibility. Guest is not upset, but wants the situation to be corrected. To satisfy the guest, all the staff needs to do is fix the problem.

Example: Guest tells the usher that the balcony stair lights are flickering. The usher takes charge of the comment, notifies manager/maintenance, and gets the bulb replaced.
Interacting with patrons who are deaf or hard of hearing
Interacting with patrons who are blind
Interacting with patrons using a wheelchair
Accessible Parking

Wheelchair Access

Aisle Seating/ Raised Arm Rest

Visually/Hearing Impaired Seating

Assisted Listening Devices

Interpreters by request

Sensitive Staff
Accessibility @ Berklee
The 3 A’s of Accessibility
1. Accommodation
- What are the venue’s physical capabilities?
2. Ask
- Treat all patrons with attention
- “HOW may I assist you?”
3. Attitudes
- Be gracious and willing
Universal Customer Service
Interacting with patrons who are older adults

“Disabled person”
“Confined to a wheelchair”

“Person first…” language
“A person with a disability”
“Wheelchair user”
What do I say???
Red Carpet:
Stay aware and alert!
Guidelines for Wheelchair Safety
1. Make sure the wheelchair’s front casters are facing forward.

2. Make sure that both brakes are in place.

3. Fold up both footplates and swing them to the sides or up, depending on the chair model.

4. Have the person to place both feet firmly on the ground, slightly apart and with one foot further back.

5. Help the person to place both hands on the front of the armrests, encourage him/her to lean forward, head and shoulders over his/her knees to give balance, and then push his/her body up.
Getting up from a wheelchair
1. Make sure that both of the brakes are in place and the front casters face forward.

2. Fold up both footplates and swing them to the sides or up, depending on the chair model.

3. Make sure the person is placing both hands on the front of the armrests, so he/she can lower his/her body slowly onto the seat.

4. Swing the footrests to the front and/or fold down the footplates. Make sure the person to place his/her feet on the footplates, with his/her heels resting towards the back of the foot plate.
Sitting down on a wheelchair
It is safer to go down an aisle backwards than forwards. It requires less strength and gives a gentler ride. Care needs to be taken because you will be stepping backwards into the aisle.

1. Always tell the person in the wheelchair what you are about to do.

2. Make sure the aisle is clear.

3. Make sure the person’s feet are on the footrests. If the person refused to have the footrests to the front with his/her feet on them, make sure the person’s feet will lift up high enough to completely eliminate the chance of rubbing his/her feet against the ground while you are pushing the wheelchair.
Pushing an Occupied Wheelchair Down an Aisle
How to guide a person with vision impairment

•Speak to make contact, introduce yourself.
•Ask the person if they require assistance and, if so, ask how they wish to be assisted.
•Ask which side they wish to be guided on, stand alongside the person and let them take your arm.
•If the person is seated, allow them to stand up unassisted unless they request your help.

1. The person takes hold of your arm just above
the elbow.

2. You should keep your arm relaxed and close to the
side of your body.

3. You should remain half a step ahead of the person you are guiding.

4. Give brief but clear verbal instructions, mention appropriate hazards and say if there are steps or curbs up or down.

5. If you have to leave the person you’re guiding at any time, let them know and leave them in contact with a solid object, such as armrests/a wall.
2. Correct Guiding Position
1. Making contact
•You may need to walk single file when moving through crowds or narrow spaces. Put your guiding arm behind your back; the person with vision impairment straightens out their arm and walks directly behind you.
3. Narrow Spaces
4. Stairs
•Tell the person you are guiding that you are approaching stairs and whether they are going up or down.

•Approach the stairs so that the free hand of the person you are guiding is at the handrail, and explain whether the rail is above or below their hand.

•Always say when you have reached the top or bottom of the stairs, and pause for a moment.
•Grip the back of the chair so that the person you are guiding can feel where it is. The person can then use your arm to guide them into the seat.

•If the back of the chair is against a wall, it may be easier to walk towards it in such a way that the person’s leg brushes gently against the seat of the chair.

•Let the person sit down unaided; never push anyone backwards into a chair.
5. Sitting on a chair
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