Working at Events and Live Entertainment
This training will focus on security officers, crowd controllers and bouncers working at live entertainment premises such as; parties, events or festivals. As you read further, the term ‘security officer’ will be used to describe a crowd controller, bouncer or door person.
Additionally, the term ‘Live Entertainment Premises’ (LEP) will also represent; parties, private functions, pubs, festivals and other events. The purpose of this training is to help the security officers deployed at LEP’s stay informed, refreshed and educated about their responsibilities and what is expected of them.
This training material will help you as a security officer boost your performance, serve efficiently and stay safe while at work.
A security officer deployed to a site, event or party. Should remember, they are entrusted with a task to keep all patrons safe and protect the client’s interest.
The security guard also represents the client and the security company. Your conduct and actions must be above board. You are expected to be a positive role model, with a smile on your face.
When your security company deploys you to an event or client’s site, it is because you are capable, and the employer has trust in your abilities.
When working at LEP’s, there is a good possibility the patrons will consume alcohol or could be using recreational drugs. Therefore, you must be polite and courteous to all patrons and customers and try never to take things personally. Report any illegal or inappropriate behaviour to your supervisor or directly to the client.
Our aim is for you to deliver outstanding security service, stay safe and return to your family. Never put yourself or colleagues in a dangerous situation.
The client could be the owner of the site, venue, host or organiser of the event. The client is the reason why we are in business and you are employed. Therefore, it is expected for the security officer to carefully listen to the client and assist them in any way possible. It is the security officer’s duty to keep the client’s premises, site and/or event safe.
The security officer should frequently liaise with the client and see if there are any instructions. You should inform the client as soon as possible of any information that you believe would be of interest to the client that you find out during your time working at the LEP.
It is good practice to ask the client questions such as; do they have a guest list, what they expect of you and the LEP, who should be permitted or restricted entry or any additional requests.
Site Operational Procedures – Induction
Once deployed to a site, especially if the security officer will be working there permanently, the security officer should request for Site Operational Procedures (SOP) manual. The security guard could also undergo an event specific induction.
Take note that not every site, premises or event will have SOP’s. In a situation where the security officer is deployed to a private event or party; SOP’s may not be available, except the security company’s own operational procedures.
For significant scale events, the client may require pre-event face to face induction, or an online induction before any event security guard/crowd control are allowed to work there.
It is important for the security officer deployed to dress appropriately for the occasion. For example, when assigned to private VIP functions in a theatre, you would be expected to dress in a well-ironed suit, tie or tuxedo and not wearing high-vis vest with steel cap boots.
When the security officer is not sure of what to wear, it is essential you contact the security company control room/management and get clear instructions of what to wear before your shift commences.
Lanyard, Private Protective Equipment (PPE) and other work appropriate uniform should be considered based on the site/event the security officer will be working.
Always keep your uniform clean, as you represent the client and the security company. Always dress the way you like to be addressed.
Security officers at an event may get approached by patrons and customers for various reasons. Could be for a friendly chat, to ask event specific questions, for directions, first aid etc. It is crucial that the security officer communicates with the patron with an open mind. Be courteous at all times and be willing to help the patron in any way you can.
It is an opportunity for the security officer to serve and protect. It is essential for the security officer to be aware that they must communicate with patrons with caution. They must always be professional in their communication with patrons, client or fellow work colleague.
Where interaction with a patron or client is getting to a negative point, it is best for the security officer to stop communication, and if possible, get a superseding security officer to take over. In a situation where the security officer finds the patron conversation to be inappropriate, the security officer should politely withdraw from such interactions and if necessary, report to security supervisor or management.
When deployed to an event or party, it is essential for the security officer to be aware of their immediate environment and know how to respond to conflict, danger or fight situation.
Always remember your job is to maintain a safe environment for all patrons. However, never try to be a hero. Always call for backup whenever there is a fight or altercation before you intervene. Only intervene when it is safe to do so. Always support and back your colleague, if it is safe to do so. Try and pull them and yourself to safety.
If you are working alone, try and see if any patron can assist you, if it is not safe to do so, don’t get involved. Call ‘000’ and call security operations and report the situation. Your safety is the number one priority. If it’s not safe don’t get involved, don’t put yourself in harm’s way.
Physical Restraints: Do not physically restrain any patron except:
- You are trained in physical restraint
- Except it is necessary and the last option available.
If the person being restrained are having difficulty breathing; release them and let them go, or place them in a position they can breathe.
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Two Way Radio, Lanyard and Call Sign
An event with a few security guards may not require the use of two-way radio. When deployed to a large scale event, you may be issued with a radio, lanyard and a call sign. It is essential you know the following:
- Ask your supervisor how to use the radio
- Ask to know the right channels to use
- Ask for your call sign
- Ask for the location you will be working at
- Wear your lanyard
- Sign in to the crowd control register.
Emergency and Exits
When you arrive at the event site, it is essential to ask the client or host the following questions:
- Where is the nearest emergency assembly point?
- Where are the emergency exits in the building and which will be operational?
- Where is the AED and First Aid equipment?
- Where the toilets, in case patrons ask?
Most of the above questions will only be relevant when working at a venue or events ground. If you are working under a supervisor, then they will be the one to ask these questions and then you follow the supervisors instructions.
Personal Grooming and Appropriate Behaviour
When the security guard is assigned to work at an event, party or festival; the security officer is expected to be clean, shaven and smartly dressed. It is crucial for the security officer to not behave in a manner unbefitting of a security professional at work, such as:
- Do not consume alcohol or drugs while at work
- Do not ask out female or male patrons while working
- Do not ask for food; favour’s from patrons or host
- Do not promote any personal business or enterprise while you are at work
- Do not accept cash or any form of gifts to allow individuals access into an event or restricted location
- Personal, religious or political opinions should not be a part of your work
- Do not be rude to patrons, guests and the host
- Do not engage patrons or host in uncomfortable and creepy conversation.