Elizabeth Rupert
Event staff and vendors play a critical role in keeping attendees safe, but what should they do in an emergency? Share these five tips with your team to help prevent incidents and respond effectively when they occur.
1. Know the Emergency Action Plan (EAP)
- Familiarize yourself with evacuation routes, shelter locations, and assembly points.
- Know how to use fire extinguishers and know where the nearest AEDs are
- Most venues use an Incident Command System (ICS) model to manage emergencies. Learn who the designated leaders are for security, operations, and emergency services.
2. Report Problems Immediately
- Watch for suspicious behavior or hazards such as blocked exits, spills, or overcrowding in the venue. Report anything unusual immediately to supervisors, security, or the command center.
- When reporting, use radios or designated communication channels rather than personal phones.
- Provide clear, concise information about what you’ve noticed: what’s wrong, where is the problem, who’s involved, how severe is the situation?
3. Assist Guests Calmly and Clearly
- Staff and vendors are often the main point of contact for attendees.In an emergency, give clear instructions about what to do (evacuate, shelter-in-place, stay calm). What you say and your tone of voice can help keep guests calm, even in scary situations.
- Help guide people to exits or safe areas. Prioritize individuals with disabilities or special needs.
4. Follow Approved Communication Protocols
- As you are assisting guests, follow official messaging only. Use approved scripts when making announcements.
- If you don’t know the answer to a guest’s question, don’t share rumors or make personal pronouncements. Instead, tell the guest that you are not sure about the answer, but you are working to find out.
- Do not speak to the media unless you are authorized to do so.
4. Contribute to Post-Incident Improvements
- After an incident, help to secure the area. Some incidents may require an investigation. If that is the case, do not enter the affected area.
- If an investigation is not needed, help to reset the area.
- A critical step in any emergency is to evaluate the response and integrate new information and learnings into established processes after the situation is over. Event staff and vendors can support this effort by participating in debrief sessions. Typical questions at a debrief include: What went well? What could we have done better? What systems do we need to improve?
Every action you take before, during, and after an incident plays a vital role in protecting guests and maintaining order. By staying informed, responsive, and committed to continuous improvement, you help create a safer environment for everyone.
