SECURITY POLICIES & PROCEDURES
SAFETY & SECURITY
The following section is for ALL EMPLOYEES, we work as a team. As a team we need to understand the policies & procedures that keep our patrons, our teammates, our businesses and our licenses intact, happy and safe. All employees will work together to maintain a safe and enjoyable environment. If any employee becomes aware of suspicious behaviours, Security should be informed and vice versa.
THE ELEMENT OF THE UNKNOWN
River City Revival House & The Starlite Room
At times staff will find themselves in a situation where no specific procedure exists – violent patrons putting themselves and others at risk. The situations and solutions are unique as circumstances and personalities vary. To ensure safety, timing is crucial.
All Staff must determine the patron's state and determine what may best calm the patron in the quickest and safest manner. Solutions may vary from moving the patron to a different area, moving other patrons and staff away, talking/diffusing or restraining.
Past experiences may prove to be the most valuable asset. However, staff must still think quickly and act fast because every situation is new and requires its own solution.
These situations can be very dangerous because there are many unknowns involved. The patron may have a weapon (knife, glass, gun), they may be unstable, they may vomit, kick, bite, scratch, spit or hit, be carrying a blood or airborne disease or be violent towards staff, patrons, artists and security.
Other problems may include stalking, harassment, assault or theft incidents. All questioning must be done tactfully, respectfully and without bias. The investigation or questioning needs to be thorough and methodically conducted so no details are missed. All situations are different and will require different formats when investigating. It is important that Staff remain neutral and follow-up on all leads. If possible, precautions and guidelines may be put in place to minimize occurrences of similar incidents. The faster a situation is investigated the better the chance of solving it. Efficiency and speed are important.
All Staff works as a team with all security members. Security is not responsible to supervise other staff but do monitor all staff activities to ensure the safety and security of the facility. However, if a member of security becomes aware of any illegal activities that a staff member may be involved in while present at one of our establishments - it must be reported to management as soon as it is practically possible to do so.
Staff must decide what the priority is. It is sometimes difficult to determine which is more important. Part of the decision making process may include; refusing, delaying or delegating requests. The head security person will determine the higher priority.
In the event of an active shooter in our neighbourhood, outside our property:
Police will be immediately contacted by the on duty manager.
Simultaneously the event will stop. The Head of Security will secure all entrances and exits so the active shooter will not be able to enter our business.
The on duty manager will delegate who will address our guests.
All guests will move away from exterior walls and windows.
No one will be able to leave our premises until we receive the all clear from the police.
GENERAL SECURITY PROCEDURES AND DUTIES
River City Revival House & The Starlite Room
The following are our security procedures and duties. It is extremely important that ALL EMPLOYEES know what to do in case an incident occurs and our security is not working or unavailable to offer assists. If it helps, imagine your name written where it states security.
Security and all other employees are not permitted to leave the premises for any reason to assist in any altercation off or beyond the property unless the altercation originated inside the bar. We may be held responsible for not assisting with the diffusion if we had previously forced the subjects out. Front of house (FOH) staff are encouraged to contact police, ambulance and or fire department if such situations arise.
Security are the first employees that our patrons come in contact with. They set the tone and attitude. Therefore it is paramount that security staff are polite, courteous, and personable as any offensive attitudes and behaviours or language may put patrons on edge which may lead to an increased likelihood of problems inside.
Security must be alert and oriented as well as personable and friendly. Recognizing a possible situation or problem and taking steps towards diffusing it before it becomes an issue. The mere presence of security should act as a deterrent and remind patrons that their conduct is being scrutinized and that their patronage may be revoked. By being watchful and monitoring patron’s attitudes and behaviours. Security should be able to take active steps to maintain a light and enjoyable atmosphere for everyone to enjoy. Any patron who rejects any “reasonable” request to behave should be asked to leave. It should not be a surprise to said patron when they have been asked to leave. Most patrons know when they are being a problem and when their behaviour is unacceptable. Separate the patron from their friend(s), draw them aside and ask them discreetly to leave. This greatly reduces the chance of aggression and allows patrons to leave with their pride intact.
We have the right to refuse entry – door staff needs to be conscientious and aware and deny access to anyone visibly intoxicated. Casual conversation is an effective tool for identifying intoxicated patrons i.e. how’s your night going? Where did you come from? Been Drinking?
If anyone tries sneaking in alcohol, the alcohol will be confiscated and the patron will be denied access. This also applies to drugs. All illegal drugs will be confiscated and given to management for police disposal. Please log any confiscations in our log book.
Security will check/watch for the following:
Intoxicated People (alcohol or drugs)
People who are acting aggressive.
Staff and Patrons being harassed.
Persons/situations out of the ordinary and rectify or investigate.
Assist with requests made by patrons and staff.
Diffuse any loud, destructive or disturbing situations encountered.
Disagreements, altercations
Escort All Staff or patrons requesting assistance or accompaniment to vehicles.
Cash escorts for staff when requested.
Ensuring due duty of care is properly carried out for all patrons is the responsibility of all staff but particularly crucial to security staff as the first and last point of contact when entering and leaving the building and to ensure the ongoing safety and well being of our customers from arrival up to and including their safe departure for a safe journey home.
ASSAULT IS A CRIMINAL OFFENCE
USE OF FORCE
River City Revival House & The Starlite Room
Use of Force may be justified under certain conditions such as when removing persons/patrons who’s permission of access to private property has been recently withdrawn.
Persons using force may be exempt from criminal guilt and civil liability as long as the use of force was justified and reasonable.
Reasonable use of Force:
Minimum force necessary to achieve purpose
Reasonable force may be used to;
Remove trespassers.
Prevent assault.
Prevent someone from committing a crime that may threaten immediate harm or injury to someone or something.
Generally, security will address four levels of progressive discipline in order to gain patron’s compliance;
Discreet comments regarding; noise levels/offensive language or obnoxious behaviours.
Secondary reminders.
Warnings.
Asked to leave.
Or another example is the “Ask, Tell, Remove” model:
Ask politely
Tell politely
Remove politely
Part of the job includes making decisions and taking actions in the best interests of the venue and its patrons. The intent of this section is to capture the effects that these decisions and actions can have on the operations of the establishment and the impact that it may have. These effects are often felt in terms of efficiency, expense, impact on patrons, and on the image of the establishment.
The presence of security ensures a safe work environment. By keeping a safe work environment security assists in avoiding lawsuits from the public and staff.
Lawsuits – may include injury to patrons, staff and visitors due to unsafe environment.
In the course of a night, security may encounter many different types of people that may have present various degrees of aggression or intimidation. When dealing with people showing any type of aggression - security should exhaust all other measures before any degree of force is used.
THE STARLITE ROOM, RIVER CITY REVIVAL HOUSE, BE SEEN STREET TEAM, STARLITE SESSIONS, INFEST & CONCERTWORKS DOES NOT CONDONE VIOLENCE.
REMOVING A PATRON
River City Revival House & The Starlite Room
Staff may become aware of a patron or patrons who appear to be or are becoming agitated. They may have an attitude or their appearance may indicate that trouble was brewing such as; tightening of jaw, staring or clenching fists. This is psychological intimidation. When dealing with this type of situation Security should approach and try to diffuse the situation. Talk to the individual; remove him from the area or from the antagonizing person. More often than not this will resolve any issues. However, there may be times when an agitated patron may not be willing to cooperate or obey verbal direction. Security may have to give numerous warnings. If this is unsuccessful, Security may have to strongly insist that the Patron leave the establishment. No force should be used. (Note: Treat verbal non-compliance seriously especially if coupled with threatening body language, intensity of voice tone or if the subject attempts to close the distance between him/her and Security.) These situations can escalate in intensity without much notice.
There are three typical responses that a Patron may have as a negative response to Security’s request that they leave the establishment.
PASSIVELY REFUSE TO LEAVE (resist when Security attempt to control)
Security’s response should be:
Gain control of aggressor:
Overwhelm with Security presence.
Escort patrons with no to minimum force.PUSHING OR PULLING AWAY (not an attack, as it is an attempt to avoid being detained).
Security’s response should be:
Use pressure point control:
Pressure points are held in specific areas that encourage quick compliance.ACTIVE AGGRESSION: (or full out fight)
Security’s response should be:
No Head butts, No choke holds, No Punching, No fighting, No First Strikes.
No Excessive Use of Force.
Should be using holds & separation of patrons to diffuse aggressive behaviour.
IF SOMEONE ATTACKS YOU WITH A WEAPON
First Response should be to clear yourself out of harm's way.
Failing that you have the right to defend yourself.
Escort agitated Patron out as quickly and as efficiently as possible out of the premise.
IF TWO PATRONS ARE INVOLVED IN AN ALTERCATION
Separate the opposing parties
Control aggressors
IDENTIFY PARTIES (collect information and record)
For the incident report.
For ServeAll.
PROTECTION IN CASES OF CIVIL LITIGATION
ENSURE SAFE DEPARTURE
If two parties had been involved in an altercation separate opposing parties allow at least 15 minutes to pass between each removal. Efforts should be made to ensure the 1st party is not hanging around to restart the fight. 2nd Party must be given the opportunity to call a cab or parents etc.
Cab, if necessary
Leave with a Friend or Family.
If possible, assign responsibility of Patron to sober and reliable friends. Try to obtain the name of the person assuming responsibility.
Other patrons of the establishment will remain unaware if the incident is handled in the most efficient way possible.
ASSISTANCE REQUIRED
River City Revival House & The Starlite Room
When another member of Security requires assistance not all available Security Personnel need to attend.
The Front door or any other point of entry should never be left unattended.
The designated responders will be the two rovers, one or two Security personnel from the front door and if another member is required Security from the washroom post may attend.
When responding to altercations:
Between two patrons:
Respond with two minimum so that Security can gain control of both sides
Between patron and Security:
When approaching an agitated patron try to maintain a safe distance so you can have time to react.
Approach from Interview Position ( which is at a 45 degree angle to left or right of agitated patron)
When physical contact is imminent try to gain control of the agitated patron as quickly and as efficiently as possible using only as much force as necessary to gain control.
Once the patron is under control, have available Security member call the Police.
Hold for Police
Document incident from approach until handed over to Police.
Rough Housing:
Patrons should be given a warning.
If activities continue, patrons will be escorted out of the premises.
RADIO CODES
River City Revival House & The Starlite Room
CODE(1) ONE (generally rover/floater responds)
One Security Officer responds to assist the Security Officer requesting assistance. This would be for situations such as escorts. For example a single person, passed out, vomiting etc.
CODE(2) TWO (Two Security Personal respond to assist requesting Security Member)
This would be for any agitated patron or patrons (diffusion techniques), like dealing with agitation prior to contact.
CODE(3) THREE (Three Security Personal respond to assist Security Member making call)
This would be in response to a fight between two or three patrons.
Head Security and/or Management must also respond.
CODE(4) FOUR (Four Security Officers respond in response to a larger fight or when Security or staff is already involved.)
OVERWHELM WITH SECURITY PRESENCE!
Head Security and/or Management must also respond.
CODE(5) FIVE (The worst of all calls. Requires a five person team to respond. Generally, in response to a weapon call i.e. bottles, chairs and knives)
OVERWHELM WITH SECURITY PRESENCE!!!
Head Security and Management must also respond.
Head Security Officer (or Shift Lead) will respond when he/she deems it appropriate. He/she may respond to all “CODES” or may only respond to calls more serious in nature. This will be left to his or her discretion. Our goal is to diffuse situations before they escalate into Codes two, three, four and five.
VIOLENT ASSAULT/SEXUAL ASSAULT
River City Revival House & The Starlite Room
It is important to note that in some circumstances there may be more than one victim, the victim may also be considered a threat or depending on the extent of injuries we are unable to move the victim(s).
Remove all patrons, non-security staff from the area. Begin step two while calling in assistance from the Security team.
Call EMS/911
Tell them who you are.
Address, 10030 102 Street NW, please specify which room/venue.
What kind of help required? (In the event of a violent event request – Police and EMS)
Number of injured/involved.
Call back number.
Ensure the subject is under control or no longer a threat.
Inform the Head of Security and Manager (if not already aware of situation).
Provide First Aid care for the injured party or parties. DO NOT REMOVE KNIFE or any protruding object that may have been used as a weapon! It may cause injured party to bleed out.
Others may need First Aid treatment due to shock. Treat everyone in order of priority due to the extent of injuries.
Have witnesses remain in the area to make statements to Police.
Do Not allow anyone to leave without giving their name – have them show ID and record information until Police take over control of the scene.
PROCEDURE TO CLEAN UP BODILY FLUIDS
Put on disposable gloves.
Wipe up blood or bodily fluids with absorbent paper towels.
Place contaminated paper towel in new plastic garbage bag.
Clean and rinse area with disinfectant.
Wipe surfaces with a bleach solution 1:10 dilution of household bleach in water.
Dispose into same garbage bag as the paper towels and your gloves.
It is important that caution is used in removing gloves so as to not to come in contact with contaminants on exterior of gloves.
Gloves should be rolled down into palm so that glove is inside out.
First rolled glove should be placed in other gloved hand and the same should be done with second glove.
Once off and rolled – dispose of into same garbage bag.
Secure bag with knot.
Dispose of plastic garbage bag.
Wash hands thoroughly with soap and water for 5 minutes. Rinse under running water. Dry Hands.