Control the movement of spectators and deal with crowd issues at events

This standard is about keeping a careful watch over spectators including their entry to and exit from the venue, including safe searching on entry. It also covers dealing with crowd issues such as unexpected movements, local overcrowding, overcapacity, lost property, missing people and antisocial or unlawful behaviour.
 
The main outcomes of this standard are:

1. Control the entry, exit and movement of people at spectator events
2. Identify and deal with crowd issues

This standard is for stewards and other similar staff working directly with spectators to ensure their safety, security and welfare at events and in crowded places.

Control the entry, exit and movement of people at spectator events/strong  

1.  observe and monitor the client groups and the conditions in your designated area throughout your period of duty
2. control queues according to venue and legislative requirements
3. follow your organisation's procedures for carrying out searching
4. greet and admit client groups according to venue and legislative requirements
5. respond to queries from client groups or refer to another source of help if necessary
6. supervise the safe exit of client groups according to venue procedures
   Identify and deal with crowd issues
7. assess and report potential or actual crowd issues to your control room or supervisor
8. take action in accordance with agreed procedures
   9. make sure that any action is not dangerous to yourself and the  client groups involved
   10. reassure the people involved and ask them to follow instructions
   11. update your control room or supervisor with the situation

Control the entry, exit and movement of people at spectator events

1.  agreed tools and techniques to monitor crowd conditions in your designated area
2.  methods of safely controlling queues
3. your organisation's procedures to carry out the search
4. the reasons for carrying out the search
5. the importance of explaining to client groups the reasons for carrying out the search
6. effective communication methods 
7. unauthorised and prohibited items and potential places for concealing these  
8. how to respond to any occurrence in accordance with legal and organisational procedures
9. when to make a decision to pass on and report any occurrence you deal with including unauthorised and prohibited items
10. the venue and legislative requirements for: 
    1.  greeting and admitting client groups*
    2.  supervising the safe exit of client groups*
11. the type of information client groups may need to know
12. when to refer client groups to another source of information

Identify and deal with crowd issues

13. potential crowd issues that may occur in your designated area
14. methods of assessing and reporting crowd issues

15. why it is necessary to follow instructions given by your control room or supervisor
16. the type of action which might endanger yourself or other client groups
17. communication methods
18. crowd management skills** that are included within organisational procedures 
19. your organisation's procedures for updating your control room or supervisor

ADDITIONAL INFORMATION 

Equality and Diversity
It is anticipated that organisations will have procedures and guidelines for staff to follow that will satisfy the following requirements as a minimum:

• different physical needs
• different cultural needs
• language needs
• beliefs

Safety, Security and Service

It is expected that all services carried out at spectator events and crowded places are done so in line with the below measures:

Safety measures: any measure designed and implemented with the primary aim of protecting the health and well-being of all client groups who attend, or participate in events

Security measures: any measure designed and implemented with the primary aim of preventing, reducing the risk and/or responding to any criminal or unlawful activity or disorder committed in connection with events

Service measures: any measure designed and implemented with the primary aim of making all client groups feel comfortable, appreciated and welcome when attending events

Client groups (cover a minimum of 4)

1. spectators
2. workforce
3. contractors
4. regulatory bodies
5. media
6. emergency services
7. athletes
8. artists
9. event officials

Crowd issues (1, 2, 3 and 4 must be covered as a minimum)

1. crowd movements and crowd dynamics
2. local crowd density
3. over-capacity
4. crowd distress
5. separation of individuals and groups
6. antisocial behaviour
7. unlawful behaviour
8. entry into restricted areas
9. vehicle movement

​Client groups 

1. spectators
2. workforce
3. contractors
4. regulatory bodies
5. media
6. emergency services
7. athletes
8. artists
9. event officials
   Crowd issues
10. crowd movements and crowd dynamics
11. local crowd density
12. over-capacity
13. crowd distress
14. separation of individuals and groups
15. antisocial behaviour
16. unlawful behaviour
17. entry into restricted areas

18. vehicle movement

     
    Communication methods 

19. verbal communication/span

20. non-verbal communication/span
21. radio communication/span
22. written communication/span
23. signage/span
    Crowd management skills
24. being alert to factors that may change crowd behaviour or densities
25. providing reassurance
26. encouraging calmness
27. asserting desired level of authority
28. being visible to the crowd
29. remaining vigilant
30. defusing situations

​The following behaviours underpin the delivery of services in the spectator safety sector. These behaviours ensure that clients receive a positive impression of both the organisation and the individual.
You must show you are consistently:

1. Recognising the need for flexibility to take account of changing circumstances
2. Taking personal responsibility for making things happen
3. Showing integrity, fairness and consistency in decision-making
4. Clearly agreeing what is expected of others and holding them to account such as challenging anti-social behaviour
5. Seeking to understand people's expectations and any additional needs and be able to cater for these
6. Taking responsibility for personal safety
7. Taking pride in delivering high quality work
8. Striving to be vigilant for possible threats and hazards
9. Encouraging and supporting others to make the best use of their abilities
10. Advocating safety and welfare as a priority
11. Taking pride in your appearance and adhering to any organisation or venue dress codes
12. Complying with venues' code of conduct
13. Demonstrating your ability to maintain confidentiality
14. Showing an awareness of safeguarding issues
15. Demonstrating an understanding of basic legal requirements covering diversity and safety

​Listed below are the main generic skills and qualities applied to the delivery of spectator safety.

1. Active listening
2. Effective verbal and non-verbal communication
3. Influencing and persuading others
4. Diplomacy
5. Empathy
6. Ability to follow instructions
7. Leading by example
8. Resilience
9. Managing challenging behaviour
10. Mentoring colleagues
11. Motivating others
12. Negotiating and compromising
13. Obtaining and providing feedback
14. Valuing and supporting others

Crowd density
The number of spectators in a given space, usually measured as the number of persons per square metre.

Crowd distress
The effect of an increase in crowd density. Persons within the crowd begin to express discomfort and apprehension for their personal safety and safety of others.

Crowd dynamics
The movement of people around or within the venue. This may be planned or as a result of changing circumstances.

Dangerous crowd incidents
Actions or incidents that may cause injury or harm to spectators. Examples may include crowd surges, crushing, and pyrotechnics in a crowd.

Unauthorised and prohibited items

Items that may be restricted as determined by the event or venue management to include the importation of alcohol, offensive weapons, drugs and pyrotechnics.

SKASS1, SKASS3, SKASS4, SKASS5