NVQ Level 2 Spectator Safety Workbook Describe/Explain: must use full sentences and paragraphs; cannot use bullet points List: bullet points will suffice Prepare for Spectator Events You have no legal powers however you do have powers of exclusion under the ground regulations and to enforce those regulations as representatives of the club. Attend pre-event briefings, take notes and keep all equipment to be fully prepared for the event (get important information and the necessary uniform/equipment) and to be professional Security hazard: a suspect package, for example, could stop the event all together and should be immediately reported to supervisor. Safety hazard: could cause injury, particularly during an evacuation e.g. a blocked fire door, immediately report to supervisor. Fire hazard: an accumulation of flammable materials, such as litter, could cause a fire which would at the very least interrupt the event and at worst could cause major loss of life, report immediately to supervisor. Hygiene hazard: spillages may cause slip injuries to members of the public, report immediately to supervisors or to cleaning staff if available, monitor area Faulty emergency equipment: will not be an immediate problem but could exacerbate an emergency situation and may cause loss of life, report immediately to supervisor. Safety/Emergency equipment: check emergency telephone for dial tone; check safety stations contain all expected equipment, e.g. fire extinguisher, telephone and steward’s handbook; check emergency exits are unobstructed; check locations of first aid rooms. Security equipment: check barriers/turnstiles are in good working order; check locations of CCTV cameras. Signs and notices: check for legibility and check that the information contained within is correct. Confined space: search thoroughly, check all areas and maintain constant communication with colleagues/supervisors. Pay particular attention to health & safety issues e.g. spillages/low hanging electrical equipment Open space: Search thoroughly, more stewards needed to cover bigger area, louder communication to compensate. Pay attention to health & safety issues, e.g. moving vehicles Public area: search thoroughly, check all areas, ensure disruption to the public is kept to a minimum Non-public area: search thoroughly, check all areas Control the Entry, Exit and Movement of People at Spectator Events People should be treated with politeness and respect at all times; stewards should not discriminate on any grounds (e.g. race, religion, political, age etc.); stewards should actively engage with customers when asking for help or making complaints, being positive and proactive at all times. Monitor area and queues so as to be alert to any potential hazards/conflict situations and be able to respond accordingly; be alert to members of the public who may be in distress and respond accordingly; ensure that queues do not get out of control (i.e. crushing etc.) and thereby become hazardous Refuse entry where a person is found to be, in the opinion of the steward, intoxicated to the point where such person may pose a risk to either themselves or any members of the public. Reason for exclusion should be given so as to avoid creating a conflict situation with the person being refused entry, i.e. show that your actions are not arbitrary Different search techniques = pat down/rub down/vehicle search/bag search – describe how to perform one of these. Carry out all searches safely to prevent injury to either yourself or anyone else. Trespass = entry to a premises or remaining on a premises without the expressed permission of the owner of said premises. Person committing trespass at MUFC if attempting to enter the ground: when drunk (Sporting Events (Control of Alcohol) Act 1985/Ground Regulation 17); if subjected to a banning order (Football Spectators Act 1989) or has committed touting offences (Criminal Justice and Public Order Act 1994); that fails (or in the reasonable opinion of the club is likely to fail) to comply with any of the ground regulations. Anyone on the premises without a valid ticket or pass may be deemed to be committing an act of trespass. With cooperative spectators you should be polite, positive and professional, demonstrate good body language and active listening. Uncooperative spectators should be the same, but also you should be assertive where necessary; be aware of situation escalating and the need for an escape route; consider own safety at all times. Intoxicated spectators should be spoken to slowly, assertive if required; consider own safety at all times. Emotional spectators should use sensitive questioning, softer approach, show empathy and active listening. If limited understanding of English speak slowly, request an interpreter if available, use hand gestures. VIPs should be polite, positive and professional. With particular needs will depend on the need, e.g. if deaf write information down. Customer requesting directions or information: provide directions or information, except directions to any areas of the stadium prohibited to the public or information that is confidential Customer experiencing ticketing problems: Refer customer to ticket office; if they are still unsatisfied refer to your supervisor Missing property: Refer customer to Group Property Services lost property office; if still unsatisfied refer to supervisor Missing person: Get as many details of the person lost as possible, immediately contact control room either directly or through supervisor; if you find a missing person take them to nearest first aid station Unsociable or unlawful behaviour: monitor situation, get as many details on offender(s) as possible and pass on information to supervisor Customer offering complaints or suggestions: Refer customer to the MUFC customer care team (details found on the MUFC website); refer to supervisor if still unsatisfied Monitor Spectators and Deal with Crowd Problems Carry out duties impartially by treating all spectators with courtesy and not showing any preference/distain for any particular type of spectator; not showing prejudice In all cases of hazardous behaviour: inform supervisor/control of the incident; engage with those concerned provided that this will not put yourself or anyone else at risk; remain professional and polite, yet assertive; engage all those concerned in the solution to the problem; refer the matter to the appropriate authorities, where applicable Unexpected crowd movement = sudden crowd movements, not in response to the normal ‘ebb and flow’ of excitement; local overcrowding/overcapacity = unexpected spaces in sections of the crowd (indicate pressure elsewhere)/only heads of spectators visible; distress = adverse crowd dynamics and density/visible signs of people in distress; separation of individuals and groups = visible signs of distress, frantically looking around the stand, asking members of the public/staff for help; unsociable Behaviour- persistent bad language, blocking view, queue jumping, pushing, etc Unlawful Behaviour – throwing of objects, pitch incursion, racist chanting, fighting, being drunk and disorderly etc. Techniques and defensive tactics – Monitor the crowd, report problems, follow instructions, giving instructions clearly. Work as a team, good comms. Support the Work of the Team and Organisation Good communication leads to better working relationships with colleagues and management, thereby improving working standards as a whole. It also allows for information to be relayed quickly to all concerned, thereby increasing the efficiency of the organisation in responding to any incident Steward’s Code of Conduct; Ground Regulations; Customer Relations Policy; Emergency Procedures Assess own work and get feedback, this may be given by your supervisor when you have performed well/ badly, so as to identify areas for improvement, which will improve your own work and the work/image of the organisation as a whole. It is important that you handle feedback, either positive or negative, in the correct manner in order to improve your work. Customers give feedback during the event or after the event; if during the event feedback will be communicated to staff directly; if after the event feedback will be to management by way of letter off compliment or complaint. Codes of practice, work within management guidelines, always follow policy, high standard of service. Risks – assess the hazard, what are the risks involved, can they be removed. Use barriers, ppe, permits, remain professional. Help to Manage Conflict Personal space = personal ‘zone of comfort’ around your body; moving into someone’s personal space, when uninvited, may cause conflict. Maintain personal space by only allowing people into that space that you are comfortable with P.A.L.M.S = Position (do not invade person’s space); Attitude (must maintain a positive attitude); Look & Listen (maintain eye contact and demonstrate active listening); Maintain space (do not allow person to invade your personal space); Stance (do not stand ‘square-on’). Remember principles of reasonable force: Force must be reasonable and proportionate to the threat and necessary in the circumstances. Am I able to justify my use of force? Collect information in order to provide with the authorities as many details as possible, allowing them to take a considered, appropriate and proportional response. Any report must be accurate, so as to ensure any action taken by the authorities is correct Deal with Accidents and Emergencies Problems may occur when dealing with an emergency if the response is delayed and/or incorrect, which may cause the situation to worsen; if other persons try to help without the correct training, which may make the situation worse Contact first aider using emergency telephone or supervisor Keep casualty safe/place in recovery position; cordon public; provide reassurance and comfort Provide comfort and reassurance to try and keep situation calm Report the accident in the accident log book as soon as possible once the situation is under control Contact the first aider if the injury or illness is minor; contact the emergency services if the injury or illness is major. Contact either by supervisor or the emergency telephone Fire procedure: Immediately inform control; attack fire only if safe to do so and if trained; activate fire alarm if not already done so; cordon spectators and allow emergency services access Security incident: If ‘Graded Response’ = return immediately to allocated position; prepare to open perimeter gates/exit doors on instruction from control; close turnstiles as instructed. If ‘Immediate Response’ = return immediately to allocated position; open all perimeter gates; open exit doors only on instruction from supervisor; close turnstiles as instructed. Missing person: Get as many details of the person lost as possible, immediately contact control room either directly or through supervisor; if you find a missing person take them to nearest first aid station