Aussie Pride Initiative

Training OverviewWelcome to the 2015 Australia Day In The City, Aussie Pride Initiative.

The purpose of this initiative is to provide everyone associated with Australia Day In The City an overview of the ADITC

celebrations and put into perspective how one little action on your part can have either a positive or negative effect that can ripple

through the entire event or even affect future events. Obviously we hope everyone involved with ADITC will strive for a positive

outcome for workers, participants and spectators.

This initiative is divided into 3 sections:

Section 1: Safety

Covers the importance of safety and security throughout the ADITC program and provides information on how to properly handle

incidents.

Section 2: Service

Reviews key customer service principles, provides tips to ensure each and every visitor to ADITC feels welcome and leaves raving

about the good time they had.

Section 3: General Information

Offers general information about the Australia Day In The City program and some interesting facts.

Please take the time to read through the document and familiarise yourself with what is expected from you, your colleagues and

support services.

Matthew Miles

Executive Officer

Australia Day Council of South Australia

Section 1: Safety

SAFETYIn this section you will learn critical safety information related to the Australia Day In The City celebration. Please pay close attention to all details so that you will know what to do should an incident occur.

Remember, the safety and security of our visitors is our top priority!

This training will help you:

understand and become comfortable with all safety procedures; and

know what to do if an incident occurs.

When it comes to a matter of safety, or an emergency, we do expect that all people involved with the running of the ADITC program will respond immediately, and autonomously, to that situation. At the same time, please remember that you are part of a vast team and that you can, and should, also seek assistance from your team leader, other colleagues, professional emergency service personnel or even members of the public, if necessary. It is also expected that everyone involved with the program, and who are in the vicinity, will also immediately offer assistance and support to the first responder of a safety issue or emergency.

PUBLIC SAFETYThe safety and security of our visitors, personnel and the entire Australia Day In The City community is the top priority at all times, especially during an emergency or crisis. The ADITC team must be ready to partner with local, state and federal government agencies to create a safe and secure environment for our visitors. These emergency management agencies include the:

Adelaide City Council;

Transport Department;

Metropolitan Fire Service;

St John Ambulance Service; and

South Australia Police.

It is an ethical responsibility to pro-actively identify and attempt to reduce potential risks and threats. This is done through a comprehensive Risk Analysis and action taken accordingly.

Additionally, all Australia Day Council board members, employees, Volunteers and concessionaires must be prepared to be first-responders in the case of an emergency and quickly react to harmful situations. The response should be based on the type of emergency or crisis.

EMERGENCIESEmergencies can be categorised as advance, on-site or sudden:

Advance emergencies are those identified prior to the arrival of revellers and can range from inclement weather, labour strikes or disease outbreaks;

On-site emergencies can include violence, fires, bomb threats, security problems, demonstrations and protests. Although rare in Adelaide, sudden and severe weather conditions can occur (eg thunderstorms, flooding or an occasional earthquake);

Sudden emergencies range from medical life-threatening (such as a heart attack) to simple injuries or illnesses (such as a sprained ankle or stomach bug).

SAFETY MEASURESAs an Australia Day Council of South Australia board member, sponsor, employee, Volunteer and\or concessionaire it is your responsibility to follow all instructions given through the notification systems. You are also charged with ensuring the public complies with these alerts in an orderly fashion.

Notifications systems may include:

a safety briefing;

updates from the event managers;

the public announcement system; or

a mass alert messaging system including text messages.

POTENTIAL HAZARDSThere are a number of potential hazards that you need to be aware of during your involvement with the ADITC celebrations. You should be prepared to take action, or assist, with any of the following incidents. In addition, if anything seems out of place at any time do not hesitate to contact your Team Leader or security.

Your safety and the safety of spectators, participants and colleagues is our number one priority!

Severe Weather: While the weather in Adelaide is generally stable during January we can experience very high temperatures or heavy rains: Considering the ADITC Concert is held near the lake this can increase the risk of flooding. And there is always a slight risk of earthquake.

Due to the stability of our weather it is expected that any adverse climatic conditions will be known in advance. You should be prepared to follow all weather-related instructions provided by safety personnel and to guide the public to do the same.

Vehicle Traffic: On Australia Day vehicle traffic in, and around, the city area can increase quite dramatically due to:

visitors enjoying city shopping on a public holiday;

spectators and participants for the ADITC festivities;

Wherever possible road blocks and traffic management systems will be in place to help ensure the safety of everyone attending the ADITC celebration. Despite this, we do request that all personnel be alert for wayward traffic or motorists being distracted by what is going on around the area and not paying attention to safe driving practices.

POTENTIAL HAZARDSPedestrian Traffic: While most visitors to the ADITC celebrations will arrive in an ad hoc manner there are 2 major times when pedestrian traffic will be extremely heavy:

at the end of the Parade when spectators along the parade route converge on the concert venue; and

following the fireworks finale when spectators depart the concert venue.

While the South Australia Police will handle pedestrian traffic around the concert venue (and Security staff within the venue) all personnel are asked to be vigilant for any potential issues within the venue and to assist professional staff, if required.

Civil Unrest: Forty thousand spectators at the concert is a lot of people in a small area. Crowds can sometimes be difficult to control. Alert security immediately if you notice any problems.

Other Hazards: Unfortunately, in today’s world, fires, explosions, missing persons, bomb threats, active shooters, earthquakes and other incidents are possible – even in Adelaide. Remain aware of your surroundings at all times. Make your safety and the safety of your colleagues and our visitors your top priority.

Australia remains on a Terrorism alert. This does not mean that an attack is imminent but citizens are requested to remain vigilant for any suspicious activity.

Remember: If you see or hear something, say something by alerting security.

EMERGENCY SERVICES LOCATIONOn the following slides are maps of the Parade route and concert venue.

During Parade mustering emergency personnel can be found in the area circled in red (Block 11). Once the Parade commences emergency personnel will be spread along the parade route with South Australia Police at most intersections.

At the concert venue Emergency Services personnel can be found in the area circled in red.

Please know where you are in relation to these sites at all times so that you can call on their services without hesitation.

EMERGENCY SERVICES LOCATION

Emergency Services

YOUR RESPONSIBILITYEnsuring the safety and security of yourself, your colleagues, participants and spectators is critical. Please remember there is an emergency number on the reverse of your Pass that you can, and should, ring in the event of a safety breach or emergency.

If an incident occurs in your area, you must be prepared to respond and take control of the scene and make decisions until someone with more knowledge arrives at the scene (ie you will be a first responder). You may need to help an injured visitor until a medical crew arrives or use an extinguisher to put out a small fire until the fire crew arrives.

When an incident occurs, call security immediately and provide your specific location and emergency need – egPolice, ambulance, etc.

Providing Key Incident Information

It is important to know and understand the key information you will need to provide emergency personnel when they arrive at the scene of an incident. Emergency personnel will walk you through the following questions, or similar:

• Who is involved?

• What is the incident?

• Where is the incident located?

• When did the incident occur?

• Why did the incident occur?

• Were weapons involved in the incident?

Be as clear as possible with your answers and descriptions. Carefully follow any instructions the emergency personnel give to you.

PASS ACCESS AND USAGEAll staff, Volunteers and VIPs are issued with a pass to identify who has access to what area. If you are issued a Pass remember the following:

• Wear your assigned Pass at all times you are acting on behalf of the Australia Day Council of SA;

• DO NOT share your Pass with anyone else;

• DO NOT go to areas you do not have access to. All Passes clearly indicate the role of the wearer and, consequently, where they can go.

▫ VIP passes are for the VIP area

▫ Marshal passes are primarily for personnel involved with the Parade and allow you access to the Volunteer area

▫ Crew passes are issued to general hands assisting in and around the Concert venue

▫ Artist passes are for performers in the Concert

▫ Media passes are issued to select media personnel to attend and report on the Australia Day celebrations. (This pass does not imply any special right to be given information.)

MEDIA RELATIONSIf someone from the media approaches you about an incident, please follow these procedures:

• Be courteous

• Respond to any question with the following statement: “Let me get someone who can give you that information.”

• Contact your Project Manager – generally the first name on the back of your Pass.

Please do not make any statements or comments to the media.

REMINDERSDon’t forget

IF YOU SEE SOMETHING, SAY SOMETHING!

If you see something unusual or out of place, let security know.

Be aware of your surroundings at all times.

Remain vigilant for any suspicious activity or action.

It is important to know what sort of information you need to provide to emergency personnel.

If you have any questions about any of the information provided in the Aussie Pride training program please contact 8463 5436 or email Emma at Chidlow.emma@dpc.sa.gov.au.

Section 2: Service

SERVICEWhile most of the information in this section is aimed at ensuring participants, visitors and spectators all enjoy themselves throughout the ADITC celebrations we hope it will also assist you to have some fun and enjoy the celebrations as well.

It is our aim to ensure that everyone leaves the celebrations raving about the great time they had and ensuring they return for more fun next year.

Since 2009 the number of people enjoying the ADITC celebrations has grown from 5,000 to over 40,000. While some of this is directly attributable to changes in program and structure people will not return if they do not enjoy themselves. This is why your assistance in providing exceptional customer service is pivotal.

While you are wearing your official Polo shirt, safety vest, lanyard & Pass or other identification visitors see you as a representative of the Australia Day Council of SA. As such, we hope you will respect that privilege by providing a positive, pleasant and welcoming service to those around you.

SERVICE MATTERSService is often ranked as the most important factor in the overall visitor experience. Those with a great combination of knowledge and personality make a great customer service representative.

Face-to-face interactions have the greatest impression on visitors. These personal interactions can be the most challenging and the most rewarding. Outstanding service is important as visitors tend to enjoy themselves more and return again when service exceeds their expectations.

Service doesn’t just mean selling something over the counter or providing information at an information booth. Your service can be seen in the smile you have when you are near people, the spring in your step, how you conduct yourself, the way you speak and act towards visitors, assistance you might give and your general interaction with others.

For Parade Marshals this will include how you help and direct parade participants. Crowd Controllers will be judged on how they manage and interact with spectators. Crew members can assist with the way they respond to questions or help visitors find facilities and services at the concert venue. Board Members can assist in the way they interact with guests and dignitaries and Concessionaires through their service to their customers.

Everyone has a role to play and every role contributes to the overall perception of the service we offer. Please support us by providing the best service you can in whatever you do.

SERVICE REQUESTFirst impressions mean everything!

As a representative of the Australia Day Council of SA you are asked to follow the service guidelines below:

• Make eye contact with all visitors within 5 metres and greet them once they are within 3 metres.

▫ While this may not be practical in a crowd situation, please endeavour to make as much friendly eye contact as possible and particularly with anyone approaching you.

• Greet visitors with a smile and say “Good morning\afternoon\evening.”

• Own a visitor’s question, problem or complaint and be empowered and responsible to resolve the issue.

▫ Don’t say “I don’t know” or shift the problem to someone else.

▫ See it, own it, solve it and do it!

▫ Remember, your Team Leader is also there to assist you.

• Take pride in our Australia Day celebration, ensuring the cleanliness and maintenance of the area in which you are operating and the public space around you.

• Put aside any “it is not my job” mentality and assist your colleagues in any situation.

• Say “my pleasure” or “you’re welcome” instead of “no problem”.

• Be an ambassador for the entire ADITC celebration and emphasise the positive attributes of our program.

• Show a sincere interest in the visitor’s experience by using their name (if known), using proper etiquette when interacting with them and, whenever possible, escorting a visitor rather than pointing at a location or giving directions.

• Treat visitors and your fellow colleagues with respect and kindness.

• Take pride in your personal appearance (wearing the appropriate uniform and footwear) and performance (arriving on time and having a good attitude).

• Put the safety of our visitors first and provide assistance in emergency situations.

ASSISTANCEAll visitors to the ADITC celebrations should be able to enjoy full participation in the program and must feel welcome during all parts of the program and at all venues. If assisting a visitor with a disability, strive to understand and co-ordinate their requests.

Disabilities can range in scope and significance. They may encompass issues of mobility, visual or hearing impairments, medical conditions, dietary restrictions or a combination of challenges.

Have a positive and proactive approach to your interactions and communication when assisting someone. Remember, all visitors deserve respect and dignity.

Disabilities

Here are some basic tips when providing service to individuals with disabilities:

• Be proactive and be a creative problem-solver;

• When offering assistance, wait until the offer is accepted. Then listen to or ask for instructions;

• Use first-person language. Reference the person first and then the disability, such as a “person with a disability” or “visitor with a disability”, etc; and

• Avoid using outdated language such as “handicap” or “paralytic”.

CULTURAL DIFFERENCESOur ADITC celebration attracts visitors from communities throughout the state, interstate and overseas. We also have many multicultural visitors representing organisations throughout Adelaide: Particularly during the Parade where people of all colours, creeds and backgrounds participate in national costume or display their heritage and culture.

It is important that our ADITC community is respectful of everyone’s differences whether they are cultural, ethnic, religious or racial. Be careful not to stereotype and don’t judge others. Diverse perspectives are part of the celebrations and should be welcomed.

Be prepared to exceed the expectations of all visitors and respond accordingly to culture-related requests.

Section 3:

General Information

AUSTRALIA DAY COUNCIL OF SOUTH AUSTRALIAThe Australia Day Council of South Australia (ADCSA) is an independent, non-profit, membership based association. Funding and support comes from the Australian Government (via the National Australia Day Council), the Government of South Australia, Adelaide City Council, our membership base (including all Local Councils, Corporate Club and Individual Members), sponsorships, grants, merchandise sales and partnerships.

To facilitate our aim of encouraging all Australians to 'Celebrate What's Great' about Australia and being Australian, a number of major events and programs are run that focus on Australia Day. National programs we co-ordinate at State Level include the Australian of the Year Awards and the Australia Day Ambassadors. Our major Statewide events include the Adelaide City Council Australia Day Concert, the Australia Day Parade, the Australia Day Luncheon and our Australia Day Awards Ceremony at Government House.

At State level, we run the Citizen of the Year Awards (also including Young Citizen and Community Event of the Year), the Minister for Education & Development's Award for Excellence in Languages and Culture and the "Women Hold Up Half The Sky" Award. These Awards are all presented on Australia Day Eve at our Awards Ceremony.

Nationally we run the Australia Day in the Office program (on behalf of the Australia Day network), the Award for Muslim & non-Muslim Understanding (in conjunction with UniSA), and our Aussie Merchandise program which raises valuable funds for our activities.

The ADCSA acts as an umbrella organisation for Australia Day events providing marketing support to help spread the Australia Day message. At local Government level, the ADCSA provides support to Councils and organisingcommittees for their 130+ Australia Day events including certificates and frames for their Australia Day Awards.

AUSTRALIA DAY IN THE CITYAustralia Day in the City-Parade, Concert & Fireworks is an event where everyone can come together and celebrate what it means to be Australian!

Australia Day in the City is the major public event to celebrate Australia Day in South Australia! Since becoming a twilight event in 2010, the crowds have continued to grow with 40,000+ attendees enjoying the street parade, concert and fireworks each year!

The event begins with one of the largest Australia Day Parades in the country from 6:00pm, featuring more than 4000 people celebrating what they love about Australia and being Australian. The Parade includes over a 150 community groups, vintage cars, horses, marching bands, a giant echidna, floats, giant characters and includes a fly past by an F-18 Hornet.

Following the Parade a huge, free family concert will commence just after 7:00pm showcasing Aussie artists. Headline acts in previous years have included Timomatic, Ricki-Lee, Stan Walker, Jessica Mauboy and Vanessa Amorosi.

The event concludes with the spectacular Australia Day fireworks finale! This is the biggest fireworks display in South Australia with fireworks launching from both Pinky Flat and the roof of the Adelaide Convention Centre!

Over 100 volunteers and staff members work together to deliver the biggest Australia Day

event in South Australia – Australia Day in the City!

You’re nearly there!Please proceed to the Question section by clicking here to ensure

you are prepared for the Australia Day In The City celebrations.

We look forward to meeting you as we prepare for Australia Day 2015!!

Thank You

You have completed the training component of the

Aussie Pride Initiative