Please pay close attention to the brief, where all site-specific criteria pertaining to your position and role will be communicated to you. It is essential for security personnel to be conversant with the specific policies and procedures applicable to them.

As is the case with all security positions, you are expected to have completed your employee induction, which includes, but is not limited to; customer service, counter-terrorism, collaboration, diversity and inclusion. You should also ensure that you are aware of the dress code and have completed the checklist to ensure that you are fully prepared for work in this environment that is constantly changing.

Welfare crews have two roles: one is to attend to the welfare of security personnel, and the other is to patrol the site and provide customer welfare.

Attending to Employees;

Security staff assigned to the welfare of staff at large-scale events play a vital role in ensuring the well-being and support of event personnel, including providing breaks and rest periods. Their roles and responsibilities may include the following:

• Break management: Security staff should coordinate and manage breaks and rest periods for event staff members. They should establish and maintain a schedule that allows staff members to take breaks in accordance with labour laws, regulations, and event policies. This includes monitoring break areas, ensuring their cleanliness and functionality, and addressing any issues or concerns that may arise.

• Relief staffing: Security staff should organise relief staff members to ensure continuous coverage during breaks and rest periods. They should coordinate with supervisors or event organisers to arrange for additional security personnel to cover the positions of staff members on break. This helps maintain the necessary level of security and allows staff members to take their designated breaks without compromising the overall safety and security of the event.

• Monitoring staff well-being: Security staff should be observant of staff members’ well-being throughout their shifts. They should be attentive to signs of fatigue, stress, or discomfort and encourage staff members to take breaks when needed. They may provide support and guidance in identifying appropriate break times based on workload, event demands, and individual preferences.

• Break area security: Security staff should ensure the security and safety of break areas designated for staff members. They should monitor these areas to prevent unauthorised access, maintain order, and address any security concerns or incidents promptly. This includes enforcing access control measures and providing a safe and comfortable environment for staff members to relax and recharge during their breaks.

• Communication and coordination: Security staff should maintain effective communication and coordination with supervisors, event organisers, and relief staff members. They should relay information regarding break schedules, relief staffing arrangements, and any changes or updates to the break management plan. Clear and timely communication helps ensure smooth transitions during break periods and efficient workflow continuity.

• First aid and medical assistance: Security staff should be trained in basic first aid and CPR (Cardiopulmonary Resuscitation). In the event of a medical emergency or injury during a break, they should be prepared to provide immediate assistance, administer first aid, and coordinate with medical professionals or emergency medical services as necessary. Their prompt response and knowledge of first aid contribute to the overall well-being of staff members.

• Staff support and guidance: Security staff should be approachable and supportive, providing guidance and assistance to staff members during their breaks. They may answer questions, offer directions, or address concerns related to break areas, facilities, or amenities. Their presence and willingness to assist contribute to a positive break experience for staff members.

• Compliance with labour laws and regulations: Security staff should ensure compliance with labour laws, regulations, and event policies regarding breaks and rest periods. They should be knowledgeable about applicable labour laws and work with supervisors and event organisers to create break schedules that align with legal requirements and best practices.

• Continuous training and development: Security staff should engage in continuous training and professional development programs to enhance their skills and knowledge. This includes staying updated on labour laws, break management strategies, and staff welfare practices. Ongoing training enables security staff to effectively manage breaks and rest periods in alignment with evolving industry standards and regulations.

Providing customer welfare;

Security staff working in welfare teams at large-scale events are responsible for ensuring the well-being and support of attendees, performers, and staff. Their roles and responsibilities may include the following:

• Attendee assistance: Welfare team security staff should provide assistance and support to event attendees. They should be approachable, friendly, and knowledgeable about event information, including schedules, locations, and amenities. They should address attendees’ questions, concerns, or requests promptly and professionally, ensuring a positive experience for all.

• Lost and found management: Security staff in welfare teams may be responsible for managing the lost and found area. They should receive and document lost items, assist in locating owners, and securely store recovered belongings. They should maintain accurate records and protocols for retrieving lost items during and after the event.

• Medical support: Welfare team security staff should be trained in basic first aid and CPR (Cardiopulmonary Resuscitation). They should be able to provide initial medical assistance to attendees experiencing minor injuries or illnesses. This includes assessing the situation, administering first aid, and coordinating with medical professionals or emergency medical services for more serious cases.

• Crowd comfort and assistance: Security staff in welfare teams should ensure the comfort and well-being of attendees within the event premises. They should monitor seating areas, queues, and waiting zones to ensure they are orderly and comfortable. They may assist with crowd control during peak periods or entry/exit times, ensuring the smooth flow of people.

• Special needs support: Welfare team security staff should be attentive to the needs of individuals with disabilities or special requirements. They should provide assistance, guidance, or additional support to ensure equal access and enjoyment of the event. This may include helping with wheelchair access, guiding individuals to accessible facilities, or providing information on accommodations available.

• Coordination with external agencies: Security staff in welfare teams may need to coordinate with external agencies, such as medical services, emergency responders, or social service organisations. They should establish effective communication channels and collaborate with these agencies to provide necessary support or assistance to attendees in need.

• Conflict resolution and de-escalation: Welfare team security staff should be skilled in conflict resolution and de-escalation techniques. They should handle disputes or conflicts among attendees calmly, professionally, and impartially. Their focus should be on maintaining a safe and positive environment for all participants.

• Liaison with event organisers: Security staff in welfare teams should maintain open communication with event organisers and other security personnel. They should share relevant information, provide updates on attendee well-being, and report any safety or security concerns. Collaborating with event organisers ensures a coordinated approach to attendee welfare.

• Proactive monitoring: Welfare team security staff should proactively monitor areas of the event where attendees congregate, such as rest areas, food and beverage zones, or entertainment spaces. They should be attentive to any signs of distress, discomfort, or potential issues, promptly intervening or providing assistance as required.

1. Continuous training and development: Welfare team security staff should engage in continuous training and professional development programs to enhance their skills and knowledge. This includes staying updated on first aid techniques, customer service strategies, and best practices for supporting attendees’ welfare.

Remember, the specific roles and responsibilities for security staff working in welfare teams at large-scale events may vary depending on the nature of the event, venue, and specific welfare requirements. It is important for security staff to familiarise themselves with the specific protocols, procedures, and expectations applicable to their work environment