Each month we will have 2 Lead Officers write articles on various training topics.
Taking Pride In What You Do (September '11)
Security Department Procedures (September '11)
Preparing for the 2011 All-Star Game (June '11)
Controlling the Flow of the Crowd (February '11)
The Call Off Line (February '11)
Ticket Brokering and Our Role (January '11)
Security Search Policy (January '11)
Customer Service – Thinking Outside the Box (January '11)
Anger is One Letter Short from Danger (December '10)
Working In The Heat (November '10)
Personal Protection (November '10)
Let’s play ball !! (April '10)
So, Really…What Do You Know? (March '10)
SES Security Search Policy (February '10)
Part Time Job vs. Full Time Responsibility (December '09)
Pat-Down Searches (November '09)
Patrol Responsibilities (November '09)
Know Your Surroundings (October '09)
The Keys To Confrontation (September '09)
Keys To Effective Searches (September '09)
Interaction With Guests (August '09)
Incident or Medical Reports (June '09)
By Joe Ortiz
Being an Event Security Officer at US Airways Center and Chase Field involves taking pride in what you do on a daily basis. Working different types of events, everything from basketball to baseball to concerts etc. comes with a price. That price is the great reputation we have built and established as an efficient, respected security department. Those of us who have worked in security for many years and for those who have just joined us should know how important it is to continue to take pride in doing a good, efficient job on a daily basis.
For example, we have built a good rapport with the NBA, WNBA, MLB and AFL as well as different touring groups on how professional we are and how efficient we are in doing searches and securing the building for those events. We recently had the MLB all-star game and we as a whole, were complemented, not just by MLB, but by the thousands of guests and different athletes that either attended or participated in the 3 days of All-star festivities. We made people feel comfortable and at ease with their experience on attending the festivities.
To sum it all up, take pride in what you do when you come to work every day. Continue to ensure that the reputation we have earned continues to validate itself. In this way we can continue to be the best security department in the event business.
Security Department Procedures
by Gary Young
For all Security Officers arriving at assigned post.
1. Before Doors: Familiarize yourself with the location of phones, emergency exits, smoking locations, and restrooms. Walk your sections or areas, checking for brokenseats, trip hazards, and trash.
2. Familiarize yourself with Lost & Found. All items should be turned in to the Security Control Room or Guest Relations.
3. Familiarize yourself with the Camera Policy which June vary by event: Non-professional cameras are generally ok. This includes cameras without detachable lenses. No audio or video devices are allowed.
4. Incidents & Accidents Reports: Report all incidents as soon as possible. Make sure you check to see if there were any witnesses and obtain phone number and addresses if possible. Get as much information as possible to include who, what, when, where, why, and how. Document what actions were taken by the Security Department.
5. Radio Procedures: Keep radio transmissions brief and to the point. When calling in police assistance, or medical calls, please be specific as to your location and a brief explanation of the type of problem. If the conversation is going to be extensive, use the house phone.
6. Searches: Will be conducted on all Guest entering the arenas. Familiarize yourself with the following items that are and are not allowed in the US Airways Center & Chase Field such as weapons, long chains, and signs on sticks. Ask the guest to remove all items from their pockets. Inform guests of procedures when conducting electronic wanding.
by Jimmy Borders
“The more arguments you win, the less friends you will have”
The quote above is one that my parent's preached to me time after time as I grew up. Little did I know that their motto to keep household harmony would be one that applied to almost all of my everyday activities as an Event Security Lead Officer. Everyone we encounter during an event from our fellow officers, co-workers, guests, strangers walking by the venue, etc. deserve to be treated with the amount of respect and dignity that we as fellow human beings would want to be treated with. With this in mind, always approach every situation with an open mind and work with everyone involved to remedy the issue regardless of what you June feel or think of the person(s) involved. I for one can tell you as a rookie security officer, I sometimes found myself prejudging others, including department managers, fellow officers/peers, guests, etc well before I ever heard their side of the story or even got to know them personally. I also sometimes rushed to judgment regarding a decision or situation simply because I wanted to prove my loyalty to others which needless to say can, and often did, come back to bite me. Besides being an extremely bad habit to practice, it is in fact a horrible way to approach any incident or situation, in or out of the work environment, as thinking one-sided is not fair to anyone involved, especially yourself. Always keep an open mind and be willing to accept that for which you June not be able to comprehend, understand and/or accept.
Additionally, there will be times when I, as a Lead Officer, June side differently then the initial officer on the scene or for that matter even with the guest(s) involved in the incident. Does this mean I do not respect or value my relationship with that officer and/or want that particular guest to continue visiting the US Airways Center or Chase Field….absolutely NOT. Without each other and the guests we entertain, none of us would have the opportunity to work for the best Security department in all of sports and entertainment! However, as part of the team of final decision makers working to ensure almost perfect harmony for everyone attending an event at the Arena or Ballpark, I sometimes must make a decision that is in the best interest of all parties involved and seemingly June not be "right" by the standards of others. Given this, it June mean I simply re-seat a known "problematic" guest to another section with a firm but fair final warning to stop the behavior that warranted our attention in the first place. Other times, this June mean the guest is instead asked to leave the event without a chance to return even though others June want or think he or she should be allowed to stay. Either way, I as the Lead Officer have to take in every piece of information collected, assess the situation based on the evidence presented, and in return make a decision that is in the best interest of all parties involved. In addition, this decision must also clearly follow the guidelines set forth by not only our Security department management but ultimately by the organizations we represent during that particular event. Do the right thing does not always mean do what everyone else wants you to do.
In closing, as Event Security Officers, never take the decision rendered by your Lead Officer and/or Manager as one that June be personal against you. Instead realize that the decision(s) being made, albeit with your much-respected input, June not be the only catalyst used to make and justify our final decision governing that particular incident. We are all part of the Security department team and like family June not always see eye to eye with each other. However, know that like family, our respect and admiration for each other is unconditional and thus always extends beyond any petty difference or argument.
Preparing for the 2011 All-Star Game
by Belen Coffman & Carl Smith
As baseball fans ramp up for the Major League Baseball All-Star game in Phoenix on July 12, MLB and the Arizona Diamondbacks are, no doubt, doing the same. MLB will run All-Star Game Security a little differently. It is also imperative that Chase Field Security personnel understand the importance of being alert as security will be heightened.
Overview:
We will not only have to tighten up on security but also make sure fans are aware of Security policies and procedures that will, more than likely, be modified to accommodate the special security needs during the various All-Star Events.
Fans lucky enough to attend any of the events at Chase Field will notice some major league changes. For starters, it’s a Major League Baseball event so some of the policies will be a bit different than what we normally are used to adhering to.
Security will be tighter, which means lines to get into Chase Field will be longer. This means metal detectors will more than likely be at the entrance and all liquids June have to be left at home. There are no bag storage facilities outside Chase Field. Bags that do not meet the size guidelines or refused to be searched cannot be stored or watched at Chase Field. Additionally, it’s possible that the re-entry policy June change which means smokers June not be allowed outside for smoke breaks.
High-Profile Guest:
As with most All-Star events, you can expect to encounter an over abundance of celebrities and high-profile guest who will be in attendance. We must remain diligent in our procedures as far as credentials are concerned. Additionally, as employees we must refrain from asking for autographs or pictures. Remember…we are here to work.
Being Fan Friendly:
Let’s remember to be courteous. Remember to treat the guest the same way you would like to be treated. For some fans attending the events, this will be their first time ever at Chase Field or Junebe, the first time to an All-Star Game. Having said this, we must remember our creed…Find a Way to Say Yes. Maintain your focus. Be alert. Remember, we will be showcasing not just the MLB All-Star Game but also WHO WE ARE. Again, let’s be friendly, patient, professional, helpful and knowledgeable of the ballpark, the areas we have to secure and most definitely…our job.
Safety:
It will be very hot and some of the guest will not know how to handle our heat, so we must keep our eyes on them and be ready to provide medical assistance as soon as possible.
Appearance:
And remember we as security must look our best; a clean (pressed) uniform, shirts tucked in and long cargo pants…not shorts…personal hygiene proper grooming is a must.
Summary:
We have a history of delivering BIG when the time comes. The 2001 World Series, 2 Rattlers Championships, 2 Phoenix Mercury Championships, the NBA Playoffs and 2009 NBA All-Star Game…you name it. Our security personnel have a long standing record of excellence. Outstanding Service, Great Customer Service, and Second-to-None Top Flight Security is, after all…WHAT WE DO!
Let’s put on our game face, pull together…bring our “A” Game and make the Major League Baseball All-Star Game a Chase Field and Sports and Entertainment Services Success.
by Mark Fleming
Each new season brings renewed expectations and hope for success. Returning to one facility after a season of events at the other provides each of us with the opportunity to renew our own outlook on what we do as individuals and as a team. Just as new employees get to experience something new, and hopefully enjoyable, veterans should look upon each new season as their chance to restore their own enjoyment, of what we do here, and get rid of any apathy or disillusionment that June have grown during the previous season. While it June not seem like it at times, this is the best job you will ever have.
by Stephen Spellman
Merriam-Webster defines observant as, paying strict attention, watchful, keen, and perceptive. As security officers one of our main duties it to be observant. During one of Arizona Rattlers games in June there were several calls regarding fans noticing side arms (guns) on several individuals. Apparently several armed off duty police officers entered building with their side arms on their hips. These weapons were concealed and only covered by the shirt that they were wearing. No one was observant enough to notice the weapon, so they were not stopped! THIS IS UNACCEPTABLE! One officer showed his badge to one of our security officers and that officer just let the armed officer walk into the building. As security officers, we are not allowed to check or verify the credentials of an armed off duty police officer. Phoenix PD must be notified. They will check and verify the credentials of the armed officer, so if the officer’s weapon is noticed, Phoenix PD is already aware of the individual and can inform everyone about the officer’s valid credentials. Remember, we are not just checking bags and purses for weapons. We have to be observant enough to notice if someone is carrying a concealed weapon on their person as well.
by Roy Martinez
What do we mean by Backup?
When a call goes out over the radio for a patrol to respond to a situation at section (whatever) for an unknown situation, all patrols should respond over the radio stating you are 10-19(in route). Multiple patrols should respond.
When you arrive and if you are the first patrol on site, you need to assess the situation and determine if additional backup is needed. If you are the backup responding you need to make an assessment of the situation talk to the first officer on site and provide assistants if needed. Sometimes this means doing crowd control, taking witness statements or helping with guests who are not cooperating with security or our enforcement personnel. Don’t ever assume a situation is over just because things seem to have calmed down. Stay on site until your lead officer clears you or guest have been released to return to the event or have been escorted out if need be.
Remember to wait for back up if you are not sure of the situation and try not to handle a situation by yourself especially when there’s more than one guest you have to deal with.
As a backup to a situation, you June be asked to write a report as a witness to what took place when you arrived.
Safety for yourself and that of your fellow officers is first priority.
Controlling the Flow of the Crowd
by Max Lopez
I know you’re asking what does this mean. There is a different flow to each entrance of either facility
US Airways Center has 4 major points of entry in which two use barricades. East doors & South doors use barricades while the North doors & the main Pavilion do not. The Pavilion for the most part has two security officers at each door who hold open the doors & search the guest. As guests are coming in, officers try to have two lanes per door. When it starts to get busy & the officer is focused on doing the searches sometimes guests slip in between them or if an officer is alone this could also happen to him. So how do the officers control this flow? The officers or officer will position himself or themselves in front of the door to narrow the search area & control the flow of the guests coming. For this facility, the key thing to remember is where the officer needs to be positioned. The size of the crowd coming in is irrelevant. What is relevant is the accuracy of the searches.
Chase Field opens 4 major entrances on a low attendance games and on high attendance days there could be up to 7 entrances opened. The ballpark unitizes many barricades which are set up at least 1 1\2 hours prior to gates being open by Bravo-35 or better know as Belen Coffman (thank you Belen). These are called chutes which can be manned by one Officer or can be doubled up depending on each gate and what works more efficiently for them. Even though they have barricade they can have the same problem as USAC with guest trying to slip in between our officers when they get busy. In this instance, we have more control. The officer can move the barricade to make the entrance narrower and with the officer positioning himself, he would have 100% control of the flow. The crowd size versus accurate searches is still the same as listed in the statement of USAC.
Ultimately it is the responsibility of the lead supervisor at each door to determine if more help will be needed judging by the size of the crowd waiting to come in.
Always remember to control the flow of ingress never let it control you. Use everything that is available, barricades, stanchions, closing one door, narrowing the chutes, but most important position you’re self for accurate searches.
by Merrie Bruns
There are times when we can't for whatever reason (work, family emergency, illness, etc.) make it in for our scheduled shift. The sooner we know that we can't make our scheduled shift the better so we can call in at the earliest time. The sooner we call in our positions can be filled. The number to call is (602) 462-4000, not the Control Room at US Airways Center or Chase Field. When we call in follow the prompts and make sure to speak clearly using our first and last names, date and time that we call, provide the date and name of the event we are scheduled to work and a brief explanation of why we can't make it in.
The Call Off Line should also be used if we are running late for an event. Again follow the prompts, then provide an arrival time. If we don't call if we are running late it could be marked as a No Show. If you get 3 consecutive No Shows it is automatic termination. Also if possible our positions can be covered until we arrive.
Even though this is a part time job for the majority of us let's be considerate of each other and not sign up for events we know we can't make. This is especially hard when we have multiple events going on. We need to provide the proper protection for each of our buildings.
The Call Off Line has multiple uses. Calling off an event, running late for an event, not scheduled for an event but are available to work.
The Call Off Line is there to be used so please use it.
by Vince Kana
Ticket brokering/reselling or, as we refer to it, “scalping”. Without getting into the specifics of the law, suffice it to say, it is illegal to conduct a ticket transaction on the property (except for the designated ticket windows). We all know this, so do the police and the folks that are doing the selling (scalpers). The purpose of this article is to define our role in all of this, as security officers.
Always remember, we are not law enforcement personnel. We can only enforce the policy of the venue that we are protecting. You have heard it a million times, and you will continue to hear it: Our job is to observe and report. If/when you see suspicious activity, report it.
It is the primary function of the designated “scalper patrol” to specifically watch for this activity, but it is all of our responsibility to be aware. At US Airways Center, officers assigned as S-50, S-13, S-51, S-14, S-52, or S-15, (at Chase Field all officers assigned to the gates) should be monitoring your immediate area for any ticket selling activity. The responsibility of the Supervisors is to make sure we give you necessary information to carry out this task. By that I mean, when we see a known “scalper”, it is in our best interest to identify them to you, so you know who they are and can keep an eye on them. Ultimately, whether you are on patrol on the plaza of Chase Field, or US Airways Center, the responsibility is the same; deterrence.
It has been observed that some officers are a little quick to “jump the gun” when they see “scalpers”. It is not advisable to call Control, or request Phoenix PD if you simply SEE a “scalper”. If you see a “scalper” enter the Pavilion and pull guests out of the ticket lines, or see an actual transaction take place, THEN you need to elevate the response. Up to that point, your responsibility is to actively deter the “scalpers”. Most of the time, they will move on with little effort.
If you DO observe a transaction, it is your immediate responsibility to intervene and trespass the individual. Then, call for Phoenix PD and advise them. If you can get Phoenix PD to back you up, that is preferable. However, you (as the representative of the venue) must trespass the “scalper” for the Police to be able to enforce the law. Once you trespass the individual, and notify the Police, the follow-up is to watch for the individual to return. If they do, the Police can now arrest them.
To recap: Be vigilant. Actively deter. Report (elevate) as necessary. Advise the “scalper” that you are trespassing them, and advise Phoenix PD. Follow-up with more vigilance.
By Teresa Withers
Searching purses and bags is the most important job of the Security Officers.
When Security Officers are assigned to search at doors or lobbies make sure you scope out your surroundings so you if you do not have a radio you will know where you can get to a telephone right away if you need to one. This also holds true to fire extinguishers.
Starting your searches:
As the guest walk in the door make sure you greet them with a smile and tell them that you are doing bag searches and June you inspect their bag or bags. Ask any female guest to remove their purse or bag (regardless of how large the bag or purse), from their shoulder, this is not only for their protection but it is also protection for the Security Officer doing the bag search. Security Officers do not want to be accused of any in appropriate misconduct.
Do not put your hand inside anyone’s bag or purse. Always use a flashlight for better visibility purposes, making sure to ask the guest to move or lift any item or items out of the way. Never remove any personal items from the guests purse or bags.
The Security Officer will place one of his hands under the bag or purse and push the items up to make sure that there are no forbidden items at the bottom of the bag or purse. He/She will move items with his or her flashlight. If at all possible try not to use a pen or pencil to search bags.
There will be times when a guest becomes upset because Security is checking their personal property, but just let them know that it is for their safety and it is the policy of the building to inspect all bags and purses. If the guest still refuses to let you search their bag DO NOT let the guest enter the building. Courteously inform the guest that you need to contact your Supervisor and to please stand aside so you can continue your searches. Remember you are in control of the search line.
Customer Service – Thinking Outside the Box
by Barbara Savage
How well we do our job in meeting the needs of our customers helps determine if they will be repeat customers and if they will recommend attending a venue at our arenas to their friends and family.
Customer Service is not only being knowledgeable about the services provided inside our buildings. It is also being informed of what is available in the general vicinity, i.e., restaurants, hotels, parking garages, rail/bus stops, drug or grocery stores, etc,
Since the future of our arenas lies in keeping the fans coming back, each of us needs to be thinking of ways to increase the quality of service/information we can provide. Where can a guest buy batteries for their camera, a pack of cigarettes, what type of food is available within walking distance, where the public restrooms are located are just a few suggestions of the type of information we should have at our fingertips.
If you have not done so you should take a tour to familiarize yourself with all the new businesses that have opened in the downtown area. You are our greatest asset in providing a positive fan experience and in helping ensure repeat customers.
Anger is One Letter Short from Danger
by Buddy Cheeks
We all know what anger is, and we have all felt it. Anger is a natural response to threats. It can inspire powerful, aggressive feelings and behaviors, which allow us to fight and to defend ourselves when we are attacked. A certain amount of anger, therefore, is necessary to our survival. Anger can be caused by both external and internal events. You could be angry with a specific person, event, or personal problem.
Like other emotions, it is accompanied by physiological and biological changes. Your heart rate and blood pressure go up, as do the levels of your energy. Anger is a completely normal, usually healthy, human emotion. However, when it gets out of control and turns destructive, is when it can lead to danger.
People use a variety of both conscious and unconscious processes to deal with their angry feelings. The three main approaches are expressing, suppressing, and calming.
Unfortunately, when these three techniques do not work, someone or something is probably going to get hurt. The goal of anger management is to reduce both your emotional feelings and the physiological arousal that anger causes. You cannot get rid of or avoid, things or people that enrage you, nor can you change them. You therefore must learn to control your reactions to avoid danger.
Surely you have often heard someone say, “Well, I just say it like it is. If you don’t want to hear it, you better not ask.” In other words, they are saying I have a license to hurt others. Telling it like it is with anger actually escalates anger and aggression and does nothing to help you or the person you are angry with to resolve the situation. If you are in a heated discussion, slow down and think through your responses. Don’t say the first thing that comes into your head. Listen carefully to what the other person is saying and take your time before answering. It is natural to get defensive when you are criticized, but don’t fight back. It will require patience on your part, but don’t let your anger spin out of control. Keeping your cool will keep danger away.
It is best to find out what triggers your anger, and then to develop strategies to keep those triggers from shooting you over the edge. Simply put, this means re-engineering the way you think. Angry people tend to curse, swear, or speak in highly colorful terms that reflect their inner thoughts. When you are angry, your thinking can get very exaggerated and overly dramatic. Be careful of words like “never” or “always” when talking about yourself or someone else. These words are not just inaccurate, they also serve to make you feel that your anger is justified and that there is no way to solve the problem. “This %&!* @# computer.” “You are always late.” “You never keep your promises.” These statements also alienate and humiliate people who might otherwise be willing to work with you on a solution. Re-engineer your thought process. Remind yourself that getting angry is not going to fix anything. Getting angry will not make you feel any better. It June actually make you feel worse.
Logic will defeat anger. Anger, even when it is justified, can quickly become irrational.
Remind yourself that the world is not out to get you, you are just experiencing some rough spots on your journey. Do this each time you feel anger getting the best of you, and it will help you get a more balanced perspective.
Sometimes, our anger and frustration are caused by very real and inescapable problems. The belief that every problem has a solution can add to our frustration when we find out this is not always the case. In this situation, do not focus on finding the solution but on how you handle and face the problem. Resolve to give it your best. Do not punish yourself if a solution does not come right away. You will be less likely to lose patience and fall into all-or-nothing thinking, even if the problem does not get solved right away.
Humor can help defuse anger. It can help you get a more balanced perspective. Humor can take the edge off your fury. Humor can unknot a tense situation. There are two cautions in using humor. First, don’t try to “laugh off” your problems. Use humor to help you face them more constructively. Second, don’t give in to harsh, sarcastic humor. Anger is a serious emotion, but it is often accompanied by ideas, that if examined, can make you laugh.
You can’t eliminate anger. Life will be filled with frustration, pain, loss, and the unpredictable actions of others. You can’t change that, but you can change the way you let such events affect you. Controlling your angry responses can keep them from becoming a danger for you.
by Rick Brunton
Another Arizona summer is behind us and cooler temperatures are coming. During the baseball season the majority of SES Security officers spent a large amount of time working outside in the hottest part of the day and some June have experienced some type of heat stress.
Heat stress can be simply defined as when body temperature regulation are overwhelmed and your body cannot cool itself, ie. Heat Gain is greater than Heat Loss. Heat stress June not develop immediately and could develop over the course of several days (i.e. a long home stand). There are studies that indicate that once an individual has experienced heat stress they Junebe more susceptible to getting heat stress in the future.
It is important to pre-hydrate before working outside. Drinking soda, tea, coffee, and caffeinated are not adequate fluids to take in. Consuming these drinks can actually accelerate heat stress signs and symptoms. One needs to drink water and/or a diluted electrolyte solution (i.e. Gatorade, Powerade). While working in a hot environment one needs to drink 16-32 ounces of fluids per hour. Do not wait until you are thirsty. At that point your body is already lacking proper fluid. Other factors that increase the risk of heat stress include the following:
· Age greater than 65
· Infants and young children
· Gender
· Acclimatization
· Medical conditions i.e. high blood pressure, heart disease and circulation disorders to name a few.
· Certain Medications
· Body Weight
· Physical Condition
· Illness
It is also important to recognize the signs and symptoms of heat stress. Common ones are listed below:
· Nausa/Vomiting
· Flushing/Paleness
· Dizzyness
· Headache
· Fainting
· Confusion
· Muscle Cramps
· General Weakness
· High Body Temperature
· Difficulty Breathing
If a security officer hears a coworker (Or a guest for that matter) indicate they are experiencing one or more of the above symptoms, move them to cooler place and call/radio for First Responders for further evaluation/observation. Also do not forget to write up a medical report.
by Antonio Chavez
Every person who has worked for SES has their own favorite story. Mine is a little different.
I was escorting a guest out of Chase Field when I turned for one second and the next thing I knew, I was on the floor with a concussion. The guest struck me and taught me a valuable lesson. Even though we preach “customer service” or “the guest is the most important person in the building” the truth is, you as a person, not just a Security Officer, are the most important person. Every action you take, or every person you encounter is potentially dangerous. Something that appears funny or even routine can take a turn for the worst in a heartbeat. How do we avoid these situations? Here are a few simple hints:
· First and foremost, trust no one. Even the funny, drunk guy or girl who are making jerks of themselves, or the scantily dressed person at a concert. Always watch the person. Never take your eyes off of them and always have back up.
· Keep a safe distance. Never get a close as you need to. If at all possible, avoid physical contact. At a minimum, stay at least an arm’s length away.
· Know your surroundings. Know exactly where you are at all times. This is especially helpful if you need to escort someone out. Take them out through the closest exit. Also know where other equipment is at, such as house phones or fire extinguishers.
· When dealing with a confrontational guest, keep other people away. This includes family members and the guest’s friends. Use your patrols to keep everyone away and do not allow other guests to get involved.
· Get “em out fast. If the guest needs to be ejected, get them out quickly. The longer the guest is subject to a possible ejection, the more chance of this situation getting out of control. Don’t let the pot boil over.
· Radio communication is critical. Listen carefully and transmit clearly. We’ve beaten this dead horse over and over, but we still make this mistake. Remember to speak clearly and give exact, precise locations and the incident you are involved in.
· Depend on each other. Your team is there to help you and back you up…. Use them.
· Treat every situation as if were your first. Pay attention to detail.
· Treat the guest with respect… I know this sound hypocritical but no matter what happens, they are still guests. Everything you say or do will come back to you. Do not make rude comments to them or discuss the situation to others who are there. Be professional.
· Get a thick skin. The guest June call you every name in the book and say mean things about your mother but suck it up. Don’t let them get to you.
· Wear protective equipment. Don’t be afraid to wear gloves. Bodily fluids and contact are very common in our line of business. Don’t also be afraid to wear safety glasses or cups.
Remember, all of the Supervisors are here for you. Learn from them and ask questions. You are the most important person. The goal of any event is to go home safely to your family.
by Jimmy Borders
These two words when announced on the Security radio channels at either the U.S. Airways Center or Chase Field should immediately begin a calm, controlled response for a pre-determined, but very important, group of Event Security Officers. Because the reasons for calling Code Red can vary from a player altercation to a fan intruding onto the restricted playing service, knowing ahead of time your responsibilities and making sure your response time and path is unobstructed are critical to the necessary response time required to help remedy the incident. While the sole reason for responding to the event floor during a Code Red is to provide a show of force to the other guests to prevent the incident from becoming any worse, any responding Security Officer June also find his/her self having to be immediately redeployed during these critical moments to help cover a vacant position left by a Level Zero Security Officer who had to assist in the initial response required to address the disturbance.
Because an actual Code Red can never be predicted nor practiced due to our constantly changing staff, the easiest way to work through any pre-Code Red jitters is to first completely read and understand your briefing sheet or extra notes memo before accessing your post. Clearly indicated on the briefing sheet or extra notes memo (which are always available upon signing in at every sporting event) are the various posts which also double as the first responders required to assist should there be a Code Red call. If you should ever have any questions regarding the added responsibility to cover the various Level Zero posts when/if a Code Red is called, please feel free to seek a Security Manager or Lead Officer before advancing to your post so that these concerns can be immediately addressed. As practice makes perfect, try to find time during your shift to visually map-out (and if possible even walk-out) the quickest routes to your Level Zero Code Red post. This will not only help familiarize you with the venue but will also help to ensure your response from any given point can be as quick as possible. While doing this, make sure to observe the path(s) for any potential hazards; open/close any doors or gates that June impede your progress to the event floor so to become familiar with their mechanism; and seek alternate routes as the initial path June be obstructed by fans’ watching the incident unfold that requires your presence on the event floor in the first place. Lastly, and most importantly, do not ever panic, run or jump over any retainer walls just to get to your assigned Level Zero position. Guests observing this behavior June become further alarmed or if in the way, possibly even become injured from your unorthodox actions.
While calling out Code Red is done as an absolute last resort, please keep in mind that your presence at the indicated secondary Level Zero post is mandatory. While most Code Red calls do not last for very long as the Players, Coaches, Umpires, Referees and/or Level Zero Security team generally remedy much of the situation prior to your arrival, being ever so vigilant for the potential radio call coupled while making sure you are fully aware of how to get to your required secondary post in an expeditious manner goes a long way in helping back up your fellow S.E.S. Security Officers. This calm, controlled reaction goes a long way in showing the remaining guests the necessary show of force to help keep the peace but more importantly to the Lead Officers, Security Managers and Sporting Team Owners, Players and Staff; it shows the world why the S.E.S. Security Department is second to none!
by Jimmy Borders
Webster’s dictionary: The act or an instance of coming into public view…
You only get one chance to make a first impression!! No where is that saying more important than working as an SES Event Security Officer and the fact that your appearance must be top notch every time! Looking from the outside in, as a guest approaches the US Airways Center or Chase Field it is a safe assumption you are the first person they encounter and odds are you will be the last person they see after the event has ended. The other safe assumption is that both your appearance and attitude toward them helps dramatically set the tone for the event they are here to enjoy.
How would you feel if you approached a Five Star Steakhouse for your special occasion and the Maitre D’ was standing there sloppy dressed and looking as if he just fell out of bed? Odds are you would be reconsidering why you even thought about spending your hard earned money there in his or her untidy company? Well, needless to say, this same approach holds true for every SES Event Security Officer working every event regardless of his or her rank or post. Keep in mind too that this approach is even more critical for those that have very public floor or field posts close to the owners, players, VIPs, guests and fellow employees who, either in person or on live television, can see and thus scrutinize not only your overall appearance but that of the organization’s we represent throughout that event and beyond!
As you get dressed prior to coming in to work an event, take a moment and look at yourself in the mirror. Is the reflection you see something that not only SES Management and the venues/teams we work for something to behold but better yet is it how you want to represent yourself?
Starting at the top check to see:
¨ Is your hair neat and acceptable to present in public? Remember, the Source employee handbook clearly states no outrageous hair designs or colors will be accepted.
¨ Men, did you shave? Is your goatee or beard acceptable?
¨ Are your teeth brushed? Do you have gum and/or mints to make sure your breath is fresh for close contact with guests?
¨ Are you wearing the least amount of jewelry, cologne or perfume for your sex?
¨ Is your uniform shirt tucked in and both your pants and shirt clean, presentable and correct for the venue? If wearing an undershirt, is it also black? Are you wearing a belt? If you are wearing a hat, is it the correct one for the venue as per the uniform guidelines?
¨ Are your socks and shoes both clean and black in color? Keep in mind you are allowed to wear white socks (no more then two inches above the ankle) only at Chase Field during the month’s we are permitted to wear the uniform shorts.
¨ Do you have the intangibles with you that separate an average officer from an elite officer? These include a pen, paper, fan guide, incident cards and flashlight.
¨ Is your attitude one that is can-do not a can of do-do?
If you can answer YES to these questions each and every time you clock-in to work an event at the US Airways Center and/or Chase Field, then needless to say the sky is the limit for your career with our organization. Finally keep in mind that what we do here relies totally on public perception thus separating our Security Department from the numerous others in the valley is what makes our motto even more special…”Our success depends on you!”
Make everyone proud!!
by Belen Coffman
It’s baseball time at Chase Field, and we need to remember that rules will be changing from US Airways Center to the baseball stadium.
First, keep in mind that we have different management. At US Airways it’s Jon Bloom, Taryn Aguilera and Mark Posey. At Chase Field it is Sean Maguire and Greg Green.
The ballpark is a very big area to cover inside and out. We have 3 smoking doors, and no liquor is allowed out of the building. Two medical rooms are located on 1st and 3rd floor, 2 Guest Relations 1st and 3rd floor, play area on 3rd floor and there is a fire lane.
At the gates, security will be outside and one thing to remember is that it will be very hot. So drink plenty of water. Some of you might have to be at the gate for the whole night. Again, remember drink plenty of water.
At the ballpark we need to remember that police agencies are different. Phoenix Police is at the US Airways, and Maricopa County Sheriff is at Chase Field.
Rules are a little different on what is allowed for guests to bring into the ballpark:
Bottled Water (no flavor)
Food in soft or plastic containers
Backpacks
Wooden bats
Video camera
Signs
Some things that are not allowed in:
Hard coolers
Mace or pepper spray
Laser lights
Weapons
Metal bats
Glass
By Carl A. Smith
I was notified in February that I would be required to do a Training Topic. So, I went back and looked at all of the previous topics and as far as I could tell they were all covered…everything from Incident Reports to Search Procedures…dating back as far as June 2009. As I looked through all of the topics, I couldn’t help but notice that it is a lot of information. Key information that prepares our security personnel with the tools required to perform their job to the best of their ability.
But are we looking at the Training Topics in the correct manner…are we, really? So…Here’s What I Know That We All Should Know. Let’s go over a few things. For instance, every event, we are required to report to work making sure we are in the proper Security Uniform for the correct facility. We are required to enter thorough the Employee Entrance, Sign In, Clock In, Pick Up our Briefing Sheet, Extra Notes Sheet, Pick Up a Radio, if we are assigned one…Check the Bulletin Board, etc, etc, etc…
Then, there’s the briefing performed by our various Security Managers. And, as always, we all stand around or sit and focus on what it is they are trying to convey to us. But are we doing everything in our power to prepare ourselves to receive this message…? Some of us believe that the briefing is the message (we hear it at every event) and we begin to get comfortable and overlook the underlying message of security that is being delivered.
The Security Briefing ends. We leave the Briefing Room and make our way to our post assignments. But, are we doing everything in our power to put this knowledge in to play…make it work for us. For instance, we all should know what is expected of us before we report to work. We all should know our area; where all the pay phones are, security call boxes, fire extinguishers, elevator locations…where they go and which ones are restricted to certain floors, ATM machines, Emergency Evacuation Procedures to include where to assemble once evacuated.
Too much burden is placed on our Security Managers to make things simple for all of us to cope with being prepared to work. It is everyone’s responsibility to come to work ready to work because we are all confident that we know all there is to know about the facility we are about to work in…the event itself although it is something we have to deal with is secondary to how prepared we are to put our best foot forward.
The world is different now. And, as we move forward, we are finding out every second of every minute of every day that Security is not a joke. It is a serious business that must be taken seriously by people that are prepared, that know their job and take it seriously. People who, because they have been trained the right way, can instinctively react to situations, making the right decision without having to guess at what is required of them or waiting for someone to tell them it’s ok to react. Believe me, there is nothing worse than having to rely on what you “think you know”…. having to watch someone scratch their head and say, “Well…I think there is a Fire Extinguisher at the Southwest Stairwell or I thought I saw a Security Call Box in the North East Stairwell.”
Being prepared is not about thinking, hoping, and guessing about what we know. It’s about knowing what you know because you took the time to check things out.
Here’s another side to it all. The Security Supervisors are promoted by the Security Managers after they have observed security personnel whom they feel will be a great asset to the team…security personnel that have the ability to work with and manage people. The Supervisors, once promoted, are there to be a bridge between the Security Managers…to provide guidance and the proper training to security personnel. Training that will further enhance their ability to do their job the right way because they know what’s expected of them.
Let’s face it, none of us will ever know all there is to know about Security. But, if you are prepared, then you will know what you need to know to perform the job confidently. And, if someone walks up to you and asks…“So, Tell Me…Really, What Do You Know? You can look them right in the eye and tell them confidently without even batting an eye...What you “Know” About the Job!
by Gary Young
Searching purses, bags, etc., is the most important job that we do as Security Officers. When arriving at your post assignment, make sure you know two ways to exit the building, the nearest fire extinguisher, & the nearest house phone in the event of an evacuation of the building.
First, greet the guest with a smile, ask permission to inspect their property, making eye contact at the same time while inspecting for prohibited items not allowed in the USAC or CHASE FIELD. When looking inside a bag or purse, place your hand under the bag, use your flashlight to move items or ask the guest to take item out, so you can get a good look at the item. As, Security Officers, you’re in control of the search line, telling the guest what you expect upon entering, for a quick & thorough search. Remember, we search all hand carried items, including any purses, camera cases, binocular cases, blankets, jackets, diaper bags, backpacks, food containers and soft coolers.
Guest entering the USAC or CHASE FIELD, without any items, make sure you look at all guest wearing cargo pants with pockets & look at the back of the guest, to make sure no items are in the back pockets, as they enter gates or doors.
Ask any guest wearing baseball caps to remove them, this is to stop beach balls from entering CHASE FIELD, if a guest refuses to have their items searched they June not enter.
As the guests are exiting, a great farewell smile leaves a positive outlook for the guest return visit.
Part Time Job vs. Full Time Responsibility
by Rick Cotton
Each time we sign up for an event at USAC or Chase Field we know that we are giving 4-6 hours of our time in order to make some extra cash for a variety of reasons. The job June be classified as "part-time", but the responsibilities each of us have when we put on our uniforms and step into the building deserve our total commitment.
Looking over the past topics other Lead Officers have written about its easy to see that there is a lot that goes into this job. Proper searches, effective communications between ourselves and the guests who come to each event, how we present ourselves, and being aware of our surroundings are just a part of what we do when we report to work. The fact is that each one of these things that the other Leads have talked about are essential to successful job performance. We can't be good at most of them most of the time; we have to be excellent at them all the time.
The people who come to our events come to get away from the daily routine and challenges of their jobs and life. They want to kick back, watch a game, enjoy a concert, enjoy time with family and friends, and not be concerned about anything except the final score. We on the other hand don't have that luxury. No matter what our day was like, we have to put it aside and bring our security "A Game" and start all over again. There is one thing that we share with our guests; we all want to be able to go home when the event is over. The only way that is going to happen is if we perform our duties with total commitment, dedication and pride.
The majority of us won't know what our assignment will be for any event until we walk into the briefing room and look at the posting sheet; but whether you're posted at a stairwell at USAC, on a gate at Chase Field, or on patrol, how successful the evening ends for anyone in attendance depends on how well each of us does his or her job. The part of our time we spend on the job demands our full attention all of the time.
Flexibility (This is part of the job)
by Stephen Spellman
As a security officer, you frequently deal with things always changing. You June be posted at one location during briefing and then relocated to another position later during your shift. If you are patrolling the main concourse and one hour later you are reassigned to the east entry to help with searches, be flexible and perform that job to the best of your ability. Do not show any negativity and decide to perform the job poorly because you did not like the change. If you are posted at an exit door and halfway through the event you are reassigned to patrolling the concourse, learn and observe as much as you can. Do the best that you can. This change was made because of your ability to do the job. Do not become complacent and perform the job poorly.
The manager of the event June give you instructions on how to perform certain duties or assignments, then the director June come to you and instruct you on how to perform the same duties or assignment a little differently. You have been assigned to work level zero back stage north during a Suns game. The manager instructs you to check all credentials of anyone walking around back stage north and if they do not have the proper credential, send them back to where they came from. The director comes by and observes your performance. He then sees you allow someone to go by you with no credential. Another person goes by with the credential turned backwards. The director questions you on why you let the first individual by without a credential. You advise him that his credential was in his pocket. He tells you to make sure the person is wearing it. He then asks you, “Why didn’t you stop the individual with the credential turned backwards?” You tell him that you previously checked the with the credential turned backwards 10 minutes earlier. He tells you to make sure the credential is facing forward and visible next time. Then the owner of the Suns walks by with ten individuals with no credential and you stop them. The director approaches you and tells you to, “Let Mr. Sarver go wherever he wants, whenever he wants and he June escort whomever he wants”. Mr. Sarver has credentials; he just prefers not to wear it. He also knows that all guests must have credentials but if he decides to override that policy once in a while, let him. Just remember to communicate that information the director and S0. These are changes that you June encounter. You must be flexible and anticipate these types of changes when performing your job duties on level zero.
One lead officer in your area June have you do one thing, and then another lead officer (S0, S10, S20, or S40) June have you do something else. This can become very frustrating and confusing when you are trying to perform your duties. While on patrol you have just witnessed a fight between several individuals. You and your partner break up the fight and escort several parties out of the building. The lead officer you are patrolling with takes notes on the situation and preparers the incident report, and tells you that you do not have to write a report. S10 later asks if you had written an incident report and you say no because the lead officer you were patrolling with prepared a report. S10 tells you that you also have to write an incident report. Do not get upset! Just deal with the change and write the report. If you need help preparing it get help from someone. (See the Incident report training topic)
As you become a more experienced security office, you begin to realize that you must deal with and learn how to handle change. As you learn to become more flexible and anticipate change, you have less frustration and confusion when performing you job duties.
by Gary King
Some events require full pat-down searches. Before you begin searches please tell the guest what is about to take place. Without the guest awareness the guest June defend themselves. Searches should be conducted male on male and female on female. Searchers should cover the arms, chest, back, belt line, pockets, legs and all types of hats. Searchers should also check what the guest is caring in their hands before moving to the the next stage of searches. Bags checks must be thorough. Patrons should move their contents around as searchers do a visual inspection. Searchers do not put your hands in bag to prevent injury to searchers or possible thief accusations. A list of contraband items will be posted on the briefing sheet.
by Roy Martinez
When you are assigned to Patrol, you should be aware of the responsibilities of patrolling. Whether you are at Chase Field or US Airways Center being on patrol is a big responsibility for all Security Officers.
On the Posting Sheet some, if not all will be assigned to help do searches at the doors/gates. All patrols will help when doors/gates get backed up, or asked to do so by S-10 or another Lead.
After ingress has slowed down and the lead or person in charge of the doors/gates feels that they can handle the ingress coming in, they will release you unless directed by gate supervisor or S-10.
Before you start patrolling, ask your lead if he/she would like you to take your break or start patrolling. While on patrol, you and your partner (if assigned) should check with the fixed post positions.
At US Airways Center, check with Lobbies (2, 3, and 4), Stairwells (Northeast, Southwest, and Southeast), Employee entrance, and The Paseo Bar.
At Chase Field (in your assigned section), check with Stairwells (119 and 124), Exits (Northeast, Northwest, 101 glass doors, 142 glass doors), press elevator, players lobby, and gates that remain open after ingress (A, E, J, and K).
Check in with all GSR’s at the portals and ask if there are any problems. While at the portals look around for; video cameras, impaired guests, guests who are not conducting themselves in accordance with the Fan Code of Conduct, and lost persons or kids.
If you have to make contact with a guest for any reason be sure you have your partner with you or call for assistance. Ask the guest to come up to the concourse to talk (away from other guest). Remember to ask for their ticket, get as much information as possible, and document the incident in case you or another patrol has to deal with the same guest again. Never deal with a guest or situation by yourself if possible.
During egress (if not posted) find a place where you can observe guests leaving the venue (exits or doors/gates) and watch for possible problems with guest as they are exiting the building. Watch for alcohol, possible fights between guest, and property taken without permission.
As a Security Event Officer, you have to be flexible because not every situation will be the same and you will be asked to redeploy or help with other duties as seen fit by your supervisors.
Remember as a Security Event Officer you have a responsibility to keep our guests and employees safe at all times.
by Max Lopez
In the previous training material, they talk greatly about first contact with our clientele, in such it is very important how our presentation comes across towards our guest.
UNIFIED IN UNIFORMS FROM All SECURITY OFFICERS IS A MUST. Whether they June be at the main entrance, at a stairwell or patrolling the main venue of USAC or Chase Field unification in appearance is imperative.
1) Shirts & pants cleaned and ironed, shoes polished, black under shirt with black socks, and black belt. The shirts must be buttoned up to the second button with your ID Tag clipped either on your right side collar as requested from Chase Field or on your belt as request by USAC. Jewelry also must be minimal to none and no tattoos visible to our guest.
2) Standard equipment requirements: Pen, note pad, wrist watch, small flashlight, (Chase Field requires all officers to have a Current Fan guide book), if available incident\warning cards. Optional equipment: Utility belt.
Why is this Appearance so important?
First, this is the dress code of your Job for SES Security.
Secondly, we are the house Security for both venues which requires integrity, professionalism, and respect. This is achieved by first impression of our appearance. All guests must be able to identify that we are here to help them in any situation whether it’s a lost child to unruly guest.
Any guest might question our ability to do our job when they walk up to a Security Officer and notice their pants are faded and un-ironed, shirt is dirty, and the Security Officer is displaying lots of jewelry along with tattoos showing everywhere.
Third, when we present this appearance it shows to all our guests that we are proud of who we are and whom we represent. We take our job very serious and make sure that anyone at either facility will be safe and secure and this is achieved by our APPEARANCE.
by Merrie Bruns
Always know your surroundings. When you arrive at your post or while patrolling locate the nearest fire extinguisher, fire pull and nearest phone. It's also a good idea to figure out at least two escape routes in case of evacuation.
At the Arena and Ballpark there are fire extinguishers in all the stairwells. House phones are in some stairwells. If there is not a phone locate the nearest concession stand which all have phones.
In case of evacuation at the arena there are areas of Rescue for our physically challenged guests. There are call buttons that when pushed will alert the Control Room that there are evacuees in that stairwell.
Knowing where fire extinguishers and phones are will come in handy in case of an emergency. You won't be spending time looking for a phone or fire extinguisher. You will know right where to go.
It's always helpful knowing where concession stands and restrooms are. When guests ask where concession stands and restrooms are you will be able to guide them in the right direction.
At the Arena while on your way to your post take note of the concession stands, restrooms, elevators and escalators in your area. Knowing where all of these things are will be helpful to the guests but will also keep the building safe.
At the Ballpark carrying the Fan Guide with you will help answer questions guests might ask.
by Teresa Withers
Unfortunately, due to the nature of our job, it will be necessary for you to engage with a guest, or guests, that are involved in a confrontational incident. For yourself, the best you can do is to remain calm, and be mentally prepared. Don’t prejudge the incident. And DON’T lose your cool. Remember, you never know whom you are talking to, or, who is watching, and listening. Don’t become part of the problem.
Calm: Remember, your job is to DEFUSE situations, not escalate them. By projecting a calm demeanor, you start that process. Try not to yell. And NEVER use profanity. When you lower yourself to the level of the incident, you set a poor example, and leave yourself open to repercussion, and reprimand. You must do all that you can, to remain in control of the situation.
Mentally prepared: Know that the situation you are facing could get intense. It is the nature of our venues. We have excited fans/guests, and alcohol. Many of our guests are VERY supportive of our/their team, or artist. Respect this. Think ahead. If you are dispatched to a “fight”, make sure you have back-up on the way BEFORE you engage the situation. This does NOT mean yelling on the radio that you “need MCSO or PD”. Get to the scene, evaluate it quickly, and make the call. Wait for a reply, and KNOW that help is on the way. Don’t be a hero; you (or your partner) could get hurt. When the Deputies, or Police officers arrive, AND they step in, you step back and support them. Don’t get in the way of them doing their job.
Prejudging: This is a bad practice. You don’t know what really happened until you fully investigate your incident. Don’t make your mind up, that you are ejecting someone without knowing ALL the facts. Each incident is unique. Treat it that way.
Keep your head: This goes back to the first topic, calm. Don’t be soft, and don’t get sucked into the heat of the argument, or incident. Again, YOU are in charge, not the guest. Your goal is the safety, of everyone involved, including yourself, and your fellow officers. There is one key element, or tool, that you have, that will help you diffuse a situation almost instantly. Once you make contact with the guest, you remove them from the scene, and get them to the concourse. Before you say, or do ANYTHING else, ask the guest for their ticket. I can’t emphasize this enough, once you do this one little thing, the whole tone of the incident changes. It takes the guest off-guard, and stalls their momentum. Once you have that ticket, YOU have control. NOW, you can talk with them calmly.
Pay attention: Use your eyes, and ears. When you contact a guest, and you have them join you on the concourse, watch, and listen to the crowd reaction. If removing a guest evokes cheers from the whole section, it is not recommended that you allow that guest to go back to that seat. There are times that even an innocent guest should be relocated (if possible). If the section is against your perceived actions, keep this in mind, also.
To recap: Keep calm. Think things through before you act. Don’t be soft. Be in control. Keep everyone’s safety in mind. Don’t prejudge. Don’t use profanity. Remove the guest from the scene, and safely to the concourse. GET THEIR TICKET. Watch the crowd. And finally, leave the decision of an ejection to the Supervisor, Manager, or Director.
by Vince R. Kana
Searching bags, purses, etc, it’s a thankless job, but it is singularly the most important job that we do as Security Officers. In the times we live in, it has become the norm. Even the guests have come to accept this.
Inherently, you will not catch every prohibited item, but you must make you best effort. We Supervisors try to teach, and set an example when we search. We have learned a few techniques that June help you reach the goal of being both quick, AND thorough.
First, when possible, view the guest from a distance prior to them approaching you. Look for the obvious things: walking in an odd manner, bulges in clothing, or bags, the obvious hard-sided cooler, cans, glass bottles, open drinks.
Next, greet the guest. Ask permission to inspect their property. When doing this, make eye contact. 90% of the time, guilty people LOOK guilty. If a guest is trying to slip something past you, they generally won’t look at you, or they will try to catch you off guard, or even distract you. Don’t fall for it.
In an effort to be quick, and efficient, I (Vince) use the key phrase: “Heavy bags search heavy, light bags search light”. To accomplish this, you MUST hold the bag in your hands. Put your hand under the bag, and feel the weight. Also, while you are doing this, roll the bag in your fingers, feeling for items inside the bag. Feel the pockets. In other words, don’t JUST use your eyes. When looking inside the bags, don’t stick your hands in the bag. Move things with your flashlight, or a pen (during well lit times).
We see it all too often. Officers get into “search mode”, when the lines start backing up, and they forget two important things. Making eye contact, and just as important, looking at the guest’s hands, and pockets. Many people are overly prepared, and shove their bag in your face. Many times, they do this with the prohibited items in their hands. Don’t let them slip things past you. Remember quick AND thorough.
Remember, we search ALL hand carried items. That is to include (venue specific) ANY bags, purses, camera cases, binocular cases, backpacks, soft coolers, food bags, food containers, diaper bags, jackets, sweaters, and blankets. If the guest is carrying it, we search it, period.
Control the search. You are in charge of your line/door; don’t let the guests control the search. Keep them in front of you. Don’t get turned backward. Too many times, we watch Officers get turned facing the building, and while they are searching, guest are blowing past them completely unsearched. Also, if you are using the trays at Chase Field, make sure you use them appropriately. They are to be used to save you, and the guests, from injury when searching large bags, and backpacks. They are NOT arm rests, and not for searching purses. Control the use of them. Don’t let the guests throw their bags up on them. YOU should be the one doing this. How can you know how heavy a bag is, if YOU haven’t held it? I (Vince) suggest standing in front of the tray. This serves two purposes. It keeps you in control of the tray, and, it keeps guests from running into the tray.
Reminder, don’t forget to check the back of the guests. Too often, we get focused on bag searches, and facing one direction. Remember to take a second, and glance at the back of the guest. You never know what they might have behind them, whether intentionally hiding it, or not.
Additionally, keep the environment in mind. If it’s hot out, and a guest is wearing a jacket, buttoned up, there must be a reason. Check it out.
Impaired guests - we reserve, and are afforded, the right to deny entry to ANY guest, for ANY appropriate reason. We have all been through alcohol awareness training. Short and sweet, we do not admit people who display the signs of being impaired. It’s a liability that we cannot afford to incur. We also have an obligation to provide safety for all guests. If a guest is physically ill, for any reason, call for First Responders, even if it is determined that the guest will not be allowed to attend the event
Guest who refuse to be searched - if a guest refuses to be searched, they June not enter.
In either of the last two instances, or ANY appropriate situation, always call for your Supervisor to assist you.
by Joe Ortiz
While working as a security officer, there are a variety of ways communication is important in how we do our job.
Radio communication is very vital in what we do on a daily basis. Having proper radio etiquette is mandatory. Speaking clearly, keeping calm while transmitting a clear description of your location and what kind of incident or medical situation you have, so that proper assistance June be dispatched in timely manner.
Verbal communication is vital so that managers and supervisors are updated as to status of employees when calling off or incidents occur in private life. Calling off of an event for example, the process for calling off is to call the call off line at (602) 462-4000. Please refrain from calling managers directly as that manager June or June not be working that particular event. When calling the call off line, you have two choices, Arena or Ball Park; notify the correct venue for that event. This line is also a tool that can be used to let the managers know you are available to work a particular event you June not have been scheduled for.
Being able to communicate with guests is also an important task in our jobs. Always listen attentively and carefully to a guest, any question is never a stupid question, always go out of your way to assist. If you do not know an answer, make an effort to find out an answer or refer them to someone who will know the answer. Communication with other departments is vital. They need to feel comfortable coming to us with any issues or problems that arise. We are there to assist them.
In closing, Always leave the lines of communication open.
by Mark Fleming
While performing your duties, it is important to keep in mind what you represent to the guests. Your attitude and behavior reflects upon the teams and facilities we serve, as well as the Security Department. One negative experience for a guest can have more impact than several positive ones. Each time you provide a positive contact with a guest, you also minimize the effect of a potentially negative moment that June occur in the future.
Security personnel are usually the first and last people that visitors to our facilities have contact with. It is vital to the success of the organization that we be professional, knowledgeable, and courteous. Greeting guests as they enter is your opportunity to provide that first positive moment, as well as to perform your assigned duties of observation and screening. Upon exiting, a pleasant farewell can leave a positive outlook for the guests return visit.
Our guests have many questions about a variety of issues regarding our facilities and the teams or performers that appear in them. It is important that you be able to provide a complete and informative response, or know where to direct the guests for the answers. Keep in mind that you June not be the first person they have asked for assistance, and your objective is to be the last one, if at all possible.
When situations arise that require a more forceful response from Security personnel, the safety and comfort of the guest not involved in the situation remains important. Removing those responsible for the situation as quickly and tactfully as possible so that the other guests can continue to enjoy the event is the first order of business. Determining who is responsible for the situation and what actions to take is part of the incident investigation by Security, and should be conducted outside of the guests seating area. In medical situations involving guests with serious medical conditions, Security will defer to the Medical staff as to when it is appropriate to move the patient, provide assistance and ensure a clear path for transporting the patient.
by Belen Coffman
All reports need to be written on the computer when one is available at the ballpark and arena.
At Chase Field fill out the Incident or Medical Report. When done, click “file” at the top left of the screen and then “SAVE AS”. Name the file by capitalizing the name followed by the date.
Example: DOE01-01-09
When that is done, print it and make sure a Supervisor signs it and puts in the appropriate box.
At USAC, fill out the report, print it and have a Supervisor sign and put it in the box.
When writing reports, try to get as much information as possible on all parties. If possible ask for IDs from the parties involved. If you can’t get their ID or information ask Phoenix Police or MCSO (if they are there to help) for their information.
Then fill out the form with the information:
Date:
Time:
Name of Event:
Name:
Address:
City, State:
Phone Number:
Date of Birth or Age:
Height:
Weight:
Color of Eyes:
Color of Hair:
Drivers License Number:
Give brief information at the beginning.
In the summary:
Tell a story of what happened including Who, What, Where, When, Why and How.
Who: Who was the party involved?
What: What happened? (example: injury, apparent impairment or fight)
Where: Where did it happen? (example: section number or area of the concourse)
When: What time did the incident or medical situation occur?
Why: Why did the incident happen? (example: fight started as disagreement between guests, floor was wet, etc.)
How: How was it resolved? (example: by First Responders, MCSO, Phoenix Police or was there an ejection?)