2. Door Guards

3. Generally speaking … Know the building floor plan, what areas are public and what areas are not. Know the building floor plan, what areas are public and what areas are not. Monitor doors – advise them when there is no Re-Entry Monitor doors – advise them when there is no Re-Entry Monitor and manage the crowd Monitor and manage the crowd Cell phones need to be turned to vibrate during your shift, and only to be used in an emergency. Cell phones need to be turned to vibrate during your shift, and only to be used in an emergency. Dont judge people! Dont judge people!

4. Key Facility Public Areas Before your shift starts make sure you can direct patrons to these key locations: Before your shift starts make sure you can direct patrons to these key locations: Concessions Concessions Restrooms Restrooms Family restrooms with baby changing stations. Family restrooms with baby changing stations. Disability restrooms Disability restrooms Elevators Elevators Smoking sections Smoking sections Alcohol points of sale Alcohol points of sale Emergency exits, fire extinguishers, pull stations Emergency exits, fire extinguishers, pull stations

5. Green Room - A room on the arena floor (Level A) on NW corner used as a dressing room, etc. Green Room - A room on the arena floor (Level A) on NW corner used as a dressing room, etc. Loading tunnel - The tunnel on Level A in the NE corner used to unload or load the arena floor area. This is also an emergency exit. Ask the Event Manager about event protocol for this area. Loading tunnel - The tunnel on Level A in the NE corner used to unload or load the arena floor area. This is also an emergency exit. Ask the Event Manager about event protocol for this area. Locker rooms - Sometimes more than one event is occurring and athletes may need access to locker rooms. Ask for instructions if you are working near a locker room. Locker rooms - Sometimes more than one event is occurring and athletes may need access to locker rooms. Ask for instructions if you are working near a locker room. Key Facility Areas – Nonpublic

6. Crowd Management Monitor the crowd in your area: your concourse and the area immediately outside your doors, make sure people are moving about safely. Monitor the crowd in your area: your concourse and the area immediately outside your doors, make sure people are moving about safely. Pay attention to the crowd behaviors, moods, and note if there are changes. Pay attention to the crowd behaviors, moods, and note if there are changes. Stay in your area unless directed to go somewhere else, or unless you are seeking assistance for an incident Stay in your area unless directed to go somewhere else, or unless you are seeking assistance for an incident Dont judge a person by there looks, background (race) or how they are dressed. Dont judge a person by there looks, background (race) or how they are dressed. Make eye contact, smile, and be helpful if asked for information. Make eye contact, smile, and be helpful if asked for information.

7. No Re-Entry Doors All of the (No Re-Entry) exit doors are only for exiting. They are locked from the outside. All of the (No Re-Entry) exit doors are only for exiting. They are locked from the outside. Sometimes patrons try to exit these doors, and they dont realize they cant get back in. Please make sure that they are aware that they will not be let back in No Re-Entry doors. Every event is different so check with the Event Manager or your supervisor to find out the protocol for the event that you are working. Sometimes patrons try to exit these doors, and they dont realize they cant get back in. Please make sure that they are aware that they will not be let back in No Re-Entry doors. Every event is different so check with the Event Manager or your supervisor to find out the protocol for the event that you are working. Smoking sections can be out the No Re-Entry doors, in that case the section will be roped off and someone will stand guard. Again every event is different, proactively ask what to expect. Smoking sections can be out the No Re-Entry doors, in that case the section will be roped off and someone will stand guard. Again every event is different, proactively ask what to expect.

8. Sometimes visiting teams are in the building during the day. Treat them as guests and be aware they are unfamiliar with the facility layout. Sometimes visiting teams are in the building during the day. Treat them as guests and be aware they are unfamiliar with the facility layout. Always be courteous, helpful, and remember that you represent The University of Montana to visitors, even when you must be firm. Always be courteous, helpful, and remember that you represent The University of Montana to visitors, even when you must be firm. You may need to be firm with people who are not where they need to be. Your job is to assure everyone and everything in the facility is safe, and to protect our clients needs. You may need to be firm with people who are not where they need to be. Your job is to assure everyone and everything in the facility is safe, and to protect our clients needs. Remember, being lost is frustrating, be patient. Remember, being lost is frustrating, be patient. Patron Interaction

9. Sky Club – Presidents Box The Presidents Box is located in the Sky Club. The President typically has staff to monitor access. The Presidents Box is located in the Sky Club. The President typically has staff to monitor access. NOTE: President Box tickets show PB as the Section. NOTE: President Box tickets show PB as the Section. When used, the Presidents Box has a guest list. Patrons need to be on the list to enter the Presidents Box. When used, the Presidents Box has a guest list. Patrons need to be on the list to enter the Presidents Box. Be able to recognize the President and Mrs. Dennison and who is with them. Be able to recognize the President and Mrs. Dennison and who is with them.

10. Sky Club When alcohol is served, the Sky Club is typically one point of sale. Rules vary from event to event. When alcohol is served, the Sky Club is typically one point of sale. Rules vary from event to event. For most events, patrons may not leave the area with drinks. For most events, patrons may not leave the area with drinks. For some events, Patrons can come to the Sky Club from the aisle ways, but if they are leaving with drinks in hand, they must use either the elevator or stairs to leave the area. For some events, Patrons can come to the Sky Club from the aisle ways, but if they are leaving with drinks in hand, they must use either the elevator or stairs to leave the area. If working the Sky Club, proactively ask about the rules for the event you are working. If working the Sky Club, proactively ask about the rules for the event you are working.

11. Event Etiquette Once the event has started, traffic will slow down. You may take a seat, if one is provided. Once the event has started, traffic will slow down. You may take a seat, if one is provided. However no matter what else you are doing, always look up and make eye contact with patrons as they pass by. However no matter what else you are doing, always look up and make eye contact with patrons as they pass by. Patrons need to know that you are paying attention and if they need to ask something that you are available. Patrons need to know that you are paying attention and if they need to ask something that you are available.

12. Information Know where all other Event Staff are located in your area. Know where all other Event Staff are located in your area. Use your radio if one is provided to you to help or answer a question a patron or you may have. Use your radio if one is provided to you to help or answer a question a patron or you may have. If you do need to step away from your post have another Event Staff person cover for you. If you do need to step away from your post have another Event Staff person cover for you.

13. Incident Report If you see a patron or an employee fall, or suffer an injury call for help and then call the Event Manager or your supervisor. After the person is attended to, fill out an Adams Center Incident Report. Incident reports are in the Administration office Room 103 on the wall as you walk in. If you see a patron or an employee fall, or suffer an injury call for help and then call the Event Manager or your supervisor. After the person is attended to, fill out an Adams Center Incident Report. Incident reports are in the Administration office Room 103 on the wall as you walk in. Stay with injured person until help arrives. Stay with injured person until help arrives. Be very accurate and objective in describing the incident. Dont interpret intention or emotional status. Do describe behaviors and actions. Be very accurate and objective in describing the incident. Dont interpret intention or emotional status. Do describe behaviors and actions.

14. Incident Report If you see a patron or an employee damage the building in some way, fill out an Adams Center Incident Report. If you see a patron or an employee damage the building in some way, fill out an Adams Center Incident Report. If possible get the name or a description of any person involved. If possible get the name or a description of any person involved. Be very accurate and objective describing the incident. Dont interpret intention or emotional status. Do describe behaviors and actions. Be very accurate and objective describing the incident. Dont interpret intention or emotional status. Do describe behaviors and actions.

15. Emergency Protocol If an emergency arises and the building is being evacuated: If an emergency arises and the building is being evacuated: Actively call to people, Here is an Exit. Actively call to people, Here is an Exit. Speak in an authoritative, strong voice, encourage people to be calm and walk. Speak in an authoritative, strong voice, encourage people to be calm and walk. When you see no other patrons, call to other event staff and let them know, then leave the building. When you see no other patrons, call to other event staff and let them know, then leave the building. If you see a uniformed officer, let them know you believe your area is cleared. If you see a uniformed officer, let them know you believe your area is cleared.

16. Thank You! Thank you for making the event safe and enjoyable. Thank you for making the event safe and enjoyable. The Adams Center Event Staff The Adams Center Event Staff

17. Questionnaire on the Power Point Presentation Was the information useful? Was the information useful? Was the layout easy to look at? Was the timing of the slides appropriate (were you able to read everything)? Is there anything you that didnt get covered? Please list any suggestion for improving this training.