Agnes Bay RSL Sub-Branch Inc
STANDARD OPERATING PROCEDURES
CONDUCT CROWD CONTROL OPERATIONS
Version 1.0 | 4 September 2020
Agnes Bay RSL Sub Branch Inc | 07 4934 3432 | agnesbayrslsub@rslqld.org.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 Agnes Bay RSL Sub-Branch Inc venue.
Scope
This procedure applies to all security personal employed or contracted by Agnes Bay RSL Sub-Branch Inc.
Procedures
Planning and securing venue
At start of shift report to Duty Manager to be briefed on the evening events and what operational orders are required.
Using the Crowd Control Risk Assessment form that is in the Emergency Management Procedures folder, perform a detailed preparation and risk assessment for any entertainers, patrons, yourself, and the property in and around the venue.
Ensure the Emergency Management Procedures folder is easily accessible in case of an emergency.
Using the Emergency Management Equipment Checklist form that is in the Emergency Management Procedures folder, check that all emergency management equipment is present and fit for purpose.
Advise Duty Manager immediately if any Emergency Management Equipment is missing or damaged and provide them with a copy of the Emergency Management Equipment Checklist form detailing the issue/s.
Using the Communications Testing Checklist form that is in the Crowd Controller Register folder, test the communications equipment to ensure it is in working order.
Advise Duty Manager immediately if communications equipment is damaged or not working.
Report any other concerns to Duty Manager and adjust operational orders to minimise risks, otherwise, conduct the duties and responsibilities detailed in the operational orders.
Maintain confidentiality on any security arrangements and comply with directions of the Duty Manager.
File all completed forms in appropriate sections of Crowd Controller Register folder.
Crowd Controller’s General Duties
- Ensure that your RSA (Responsible service of alcohol) certification is current.
- Greet visitors in a friendly and courteous way.
- Take reasonable steps to keep order and prevent violence happening.
- Carefully monitor or control the behaviour of patrons so that problem behaviour can be detected early.
- Where practicable, use tact and diplomacy as first tool to control any conflict.
- In the case of problem behaviour, act swiftly and fairly to protect the health and safety of all patrons including patrons who need to be removed because of their problem behaviour.
Reporting Incidents
- If a search of a person of the opposite sex to the crowd controller is required, please use communication equipment to call a staff member of same sex to perform search.
- If any items are seized, complete ‘Items seized’ form that is in the Crowd Controller Register folder and provide the Duty Manager with the seized Item/s and a copy of the ‘Items seized’ form at the end of your shift.
- As soon as practicable after an incident happens, complete the ‘Crowd Control Incident’ form with as much detail of the incident as possible.
- File all completed forms in appropriate sections of Crowd Controller Register folder.
Liquor Act Procedures
- Ensure that liquor is not supplied to an unduly intoxicated person by any staff
- Ensure that liquor is not supplied to a disorderly person by any staff
- Ensure that liquor is not supplied to a person under the age of 18 (a minor) by any staff
- Ensure that no person under the age of 18 years is on the premises unless they come within the limited exceptions.
- Limited exceptions:
- works on the premises
- attending a function
- eating a meal
- accompanied by a responsible adult
- Ensure that people are not falsely representing themselves as being over 18 years old by asking for photographic id.
- Ensure that no alcohol is consumed 30 minutes after closing time.
- Ensure the responsible service of alcohol by acting within the law by dispensing liquor in a responsible fashion, looking after our customers and being aware of the rights of our neighbours and the general community to remain undisturbed by our venue.
Checking I.D. Procedures
You must only accept the following documents as evidence of the age of a person:
- 18+ card issued by a state or territory of Australia
- A motor vehicle driver or rider licence or a permit issued 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.
Motto: If you are not sure – They are out the door
False Representing of Age
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.
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
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
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:
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.
Restricted Area
Ensure that no person under the age of 18 years enters the Agnes Bay RSL Gaming Room. This also applies to a person under 18 years of age who is accompanied by a responsible adult.
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.
Workplace violence incident procedures
- As the Security Officer working at the Agnes Bay RSL Club you are responsible for responding to emergency situations.
- Immediately ring Police to report workplace violence incident.
- Contact emergency services if they are required
- If required, defuse the incident as soon as possible and separate those involved to avoid additional conflict.
- Identify all parties involved including witnesses.
- Document the incident on the ‘Incident Form’ in the Crowd Control Register folder as soon as possible to avoid details being forgotten
- If necessary, use the appropriate conflict resolution techniques to defuse the individual and avoid further injury to others.
- Provide any required assistance to the Emergency Services when they arrive.
- Conduct any follow-up investigation as directed
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 Incidence 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.