STANDARD OPERATING PROCEDURES
CONDUCT CROWD CONTROL OPERATIONS
Version 1.0 | 17 September 2020
The Beer Tavern | 07 4946 4875 | admin@beertavern.com.au
Purpose
The purpose of this Security (Crowd Control) Standard Operating Procedure (SOP) is to outline step-by-step safe processes for conducting Security (Crowd Control) in The Beer Tavern.
Scope
This procedure applies to all security personal employed or contracted by The Beer Tavern.
Procedures
Start of Shift and securing tavern
- All four Security Guards to report to the Security Supervisor and Duty Manager at 7.45 pm to be briefed on the evening’s required operational orders and test communication equipment.
- Two Security Guards to be on duty together at front door greeting visitors in a friendly and courteous way from 8.00 pm until closing at 2.00 am on Wednesday, Thursday, Friday, Saturday and Sunday nights.
- Two Security Guards to be carefully monitoring and controlling the behaviour of patrons in The Beer Tavern from 8.00 pm until closing at 2.00 am Wednesday, Thursday, Friday, Saturday and Sunday nights.
- The two Security Guards on inside patrol to check that all emergency management equipment is present and fit for use.
- Advise Security Supervisor of any anomalies and complete an appropriate report form if required.
Security Supervisor
- Manage all guards
- Attend evictions, observe and assist if required
- Ensure all reports are completed
- Ensure timesheets are completed nightly
- Monitor guard start and finish times.
Duty Manager
- Supervise to ensure that security is managed properly
- Ensure that patron and staff safety is maintained and Liquor Licencing compliance is 100%.
- Attend evictions, observe and assist if required
- Ensure all reports are completed.
- Ensure all incident reports including a copy of the CCTV footage of the incident are emailed to the General Manager on the same night
- If Police have been involved in a serious incident, General Manager is to be contacted immediately.
The Beer Tavern Specific Conditions
- Minors are not permitted to enter the premises at any time
- If a minor is located on the premises, they must be removed from the premises immediately
- All patrons are required to provide acceptable identification (ID). Only the following ID is acceptable:
- 18+ card issued by a state or territory of Australia
- A motor vehicle driver or rider licence or permit issues by a state or territory of Australia
- An Australian or foreign passport issued to the person
- A current foreign motor vehicle licence which shows the photograph and date of birth of the holder.
- If you suspect a person of falsely representing themselves to be 18 years of age to gain entry into the RSL with the intention to be supplied with liquor, it is important that you ask the patron this question. “DO YOU WANT TO ENTER THE PREMISES?” If the answer is “YES” the patron has then stated that they wanted to enter the premises. You can now lawfully seize the document produced.
- Complete the ‘Confiscation Report’ form that is in the Crowd Controller Register folder and provide the Duty Manager with the seized ID document and a copy of the Confiscation Report’ form at the end of your shift.
- NOTE: You can only seize a driver’s licence, Australian or foreign, an 18+ Card, Passport or Key pass, – you cannot seize any other document.
- All incidents to be reported to the Duty Manager and a report written.
Refusing entry to premises
You can refuse entry to anyone who is:
- unduly intoxicated or disorderly or
- creating a disturbance; or
- a minor, but not an exempted minor
- you suspect on reasonable grounds they are a minor and they refuse to produce some form of identification document to prove they are older than 18 years of age.
- Wearing a prohibited item associated with a declared criminal organisation.
- Currently banned from the premises
Criminal Organisation Gangs.
Recent changes to the Liquor Act 1992 prohibit people from entering or remaining on licensed premises if they are wearing or carrying certain prohibited items associated with a declared criminal organisation.
These new laws also place obligations on liquor licensees and their staff to tell a person wearing or carrying prohibited items to immediately leave the premises. It is an offence for that person to remain on the premises if they have been asked to leave. If you need help removing members of a declared criminal organisation from your licensed premises please contact Queensland Police Service (QPS).
Prohibited items
Prohibited items are defined in section 173EA of the Liquor Act 1992.
A prohibited item includes an item of clothing or jewellery or an accessory that displays:
- the name of a declared criminal organisation
- the club patch, insignia or logo of a declared criminal organisation (i.e. ‘colours’)
- any image, symbol, abbreviation, acronym or other form of writing that indicates membership of, or an association with, a declared criminal organisation, including
- the symbol ‘1%’
- the symbol ‘1%er’
- any other image, symbol, abbreviation, acronym or other form of writing prescribed under the Act.
List of declared criminal organisations
Under the Criminal Code (Criminal Organisations) Regulation 2013, the following entities have been declared to be criminal organisations in Australia:
If a person attempts to enter premises despite being refused entry to the premises you may
use necessary and reasonable force to prevent the person from entering the premises.
Removal of persons from premises
You can remove anyone who is:
- unduly intoxicated or disorderly or
- creating a disturbance; or
- a minor, but not an exempted minor
- or a person who entered the premises despite being refused
- You suspect they are a minor and they refuse to produce some form of ld. to prove that they are 18 or over
Ensure that the person immediately leaves the premises when told to leave by an authorised person.
If they fail to leave when requested to do so, you are to use the necessary and reasonable force to remove the person.
The person is not allowed to resist being removed by an authorised person.
Refusal of Service Procedure
- Speak to the patron when they are on their own
- Be calm but firm.
- Do not embarrass the patron – show respect
- Offer to make a phone call for a lift or bring them a coffee
- Advise other staff that service has been refused
- Support staff who have followed the Refusal of Service Procedure
- Document detail of any incidents on the ‘Incident Form’ in the Crowd Control Register folder.
When refusing service to patrons it is extremely important to remain conscious of your treatment towards each individual person, under no circumstances should there be any comments, actions, or harassment that singles out a person or group of people because of their skin colour, gender, religious beliefs, state of sobriety etc.
Security Equipment requirements
You must have the following Security Equipment on your person during your shift:
- Torch
- Hand Held Radio
- Spare Hand held battery
- Latex Gloves
- Ankle Supported Boots
- Ear Plugs
- Safety Glasses
Fire Prevention
- Follow the Fire Emergency procedures you were trained in during your induction.
- Complete incident report if required.
Bomb Threats
- Follow the Bomb threat checklist and procedures you were trained in during your induction.
- Complete incident report if required.
Armed Hold-Up
- Follow the Armed Hold Up prevention guidelines and practice the simple precautionary steps to minimise risk.
- Complete incident report if required