Volunteer Usher Corps Training Packet

Transcription

1 Volunteer Usher Corps Training Packet January 2014

2 Hello! Thank you for your interest in volunteering at the Sun Prairie Performing Arts Center. I hope the training you receive will be informative and prepare you for an exciting volunteer experience. The following is intended as a guidebook of your duties and responsibilities. Please refer to it often! You are an integral part of our theater operations. Your smile and positive attitude will be the first and last moment of our patron s experience. First and foremost, your job is to be an ambassador of good will to make our patrons feel comfortable. I welcome you and greatly appreciate your decision to volunteer your time, energy and talents. Ushering at the Performing Arts Center will definitely become a performing art! Gratefully, Amy Frank, Manager Sun Prairie Performing Arts Center An Important Reminder... We consider the volunteer ushers an important part of our operations. When you are confirmed for a performance, we will expect you to arrive on time, in the appropriate uniform and ready to work with a smile. If an emergency arises and you cannot report to work, please call the box office at as soon as possible.

3 TABLE OF CONTENTS THE PERFORMING ARTS CENTER USHER CORPS SUN PRAIRIE PAC POLICIES IMPORTANT PROTOCOL FOR USHERS BOX OFFICE PROCEDURES USHERING PROCEDURES EMERGENCY PROCEDURES SPASD STEP PROGRAM SUN PRAIRIE PAC FLOOR PLAN SEATING CHART PAC PAC FRIENDS VOLUNTEER PARTICIPATION PLEDGE

4 THE PAC VOLUNTEER USHER CORPS The Performing Arts Center Usher Corps serves the front-of-house needs of the Sun Prairie Performing Arts Center. The mission and definition is as follows: The Performing Arts Center Volunteer Usher Corps is a group of dedicated volunteers whose prime objective is to facilitate a relationship between the performance and the patron, which enhances enjoyment and assures anticipation of future events in this extraordinary facility. The PAC Volunteer Usher Corps is a group with a professional image and each of its members must adhere to the policies and procedures of the group. In an effort to achieve this goal, members are required to: Sign a Volunteer Usher Corps Pledge (page 14) at the beginning of each school year. The signed pledge form is due before a member is allowed to volunteer. Attend one usher training session each school year. Training sessions will be offered twice: once in the fall and again in January/February. Notifications will be mailed to all ushers.

5 SUN PRAIRIE PAC POLICIES Food/Beverages Absolutely no food, drink or gum is permitted inside the PAC (water bottles with spill-proof caps are permitted). Garbage cans are located near the main entrances to the Performing Arts Center. Photography, videotaping and recording Recording and photography devices are strictly forbidden during all professional performances. School music concerts may be recorded, but plays and musicals may not. If you see this occurring, you should ask the patron to stop. If they continue, report it to the House Manager. Children All patrons entering the venue for a ticketed event must possess a valid ticket, regardless of age. Even though it may be possible for a small child to sit in the lap of an adult, the child must still have a ticket. If a child is distracting other patrons or the performers, the accompanying adult must escort the child out of the venue until it is appropriate to re-enter. Aisles Aisles must remain clear at all times. This includes the area just inside the doors, where people like to congregate. Not only is this a safety precaution, it allows guests to move about the PAC as easily as possible. Wheelchairs, crutches, strollers, baby carriers, bags, etc., must be kept under the seat or in designated storage areas. Late Seating Late seating is a safety issue and is at the discretion of the house manager. No smoking Smoking is prohibited in all indoor areas and within 25 feet of doorways of any public building. Cell phones, beepers and electronic watches The use of cell phones is not allowed during the performance. Cell phones must be turned off or to vibrate mode. Patrons should also turn off beepers and electronic watches prior to the performance. Hearing Devices The Performing Arts Center offers wireless Infrared Hearing Devices to all patrons with hearing impairments free of charge. The hearing devices may be checked out from the Box Office. Restrooms and Water Fountains Restrooms and water fountains are located in the Main Lobby, across from the Box Office. Additional restrooms are located across the Commons Area in the Athletic Hallway.

6 IMPORTANT PROTOCOL FOR USHERS Usher sign-up Sun Prairie PAC uses VolunteerSpot, an online sign-up system, to fill usher spots. Once your signed Usher Pledge is received, you will be added to the VolunteerSpot list and alerted when an usher position is available. Usher needs will be filled on a first-come, first-served basis. Once you have signed up on-line, VolunteerSpot will send you confirmation and reminder s. Usher attendance Ushers should sign up for an event ONLY if they are able to work the entire event. Prior commitments, work schedules, and family obligations should be taken into consideration when agreeing to an ushering position at any given time. It is far better to decline an usher assignment than to plan to come late or leave early. Usher participation in events when serving as an usher Ushers may neither go themselves nor escort patrons to any back stage area unless specifically instructed by the House Manager. Ushers must stay on post at all times when patrons are moving about the lobby and hall such as before and after the event and during intermission. Ushers may watch the event, seating available, but should always be aware of patron movement and needs. Uniform Guidelines for Women Slacks/Skirts: Solid black dress pants or skirt of a tailored style and fabric such as wool or polyester blends. No jeans, tights, or leggings. Skirts should be knee-length Blouse: Plain white, long-sleeve blouse or shirt, with no printing or pattern. Vest: Vests are property of the PAC and will remain in the building. Shoes: Solid black dress shoes. No athletic or open-toe shoes may not be worn. Socks/Hose: Solid black socks; hose to be black or natural color; no white hose. Uniform Guidelines for Men Pants/Slacks: Solid black, pressed dress slacks. No stripes or dark blue colors. Shirt: Plain white shirt, with no printing or pattern. Vest: Vests are property of the PAC and will remain in the building. Shoes: Solid black dress shoes. No tennis or athletic shoes. Socks: Solid black socks. Perfume/cologne Please do not use cologne or perfume while you usher. Some patrons or other ushers may be allergic to scents.

7 BOX OFFICE INFORMATION At this time, the Box Office is only open on the day of a performance beginning one hour before curtain. The Box Office will close ½ hour after the event begins. Patrons can purchase tickets online at any time. Tickets can be printed at home, or the Box Office can print them and leave in Will Call. Seating charts for the PAC are located in the appendix section of this manual. USHERING INFORMATION One hour prior to performance time please report to the Prop Storage Room, located near door #5. You can store your belongings on the Usher rack. Do not bring any valuables with you. We cannot be responsible if your belongings are lost or stolen. Please sign in, locate a vest and check the list on the wall for your assignment. One half hour (30 minutes) prior to the start of the performance, the House Manager will open the doors to the PAC and you will begin assisting patrons. There are 3 main assignments: Lobby Greeters, Ticket Takers, and Ushers. All volunteers are responsible for knowing emergency procedures and the location of fire extinguishers and fire alarm boxes. Additionally: LOBBY GREETERS are responsible for: Welcoming patrons; Directing patrons to the PAC main doors, Box Office, restrooms, and water fountains; Reminding patrons not to bring food and beverages inside the PAC. TICKET TAKERS are responsible for: At the door, making sure each patron has a ticket; Checking tickets for the correct performance date and time; Tearing tickets; retaining the small stub and returning the larger portion to the patron; Directing patrons to the appropriate area (Orchestra, Mezzanine, Balcony) USHERS will be responsible for: Familiarizing yourself with the floor plans of the PAC so that correct directions can be given to patrons (see appendix); Checking tickets make sure the patron is correctly seated; Assisting patrons with special needs with seating locations and equipment management. Note: When assisting patrons or patrons with special needs (i.e. patrons in wheelchairs) please remember that you should not physically touch or guide patrons without their permission. Seating Problems Check to see that patrons are in the right row, and then check the seat number. Sometimes people just need to move over one seat to solve a problem. Make sure the patrons are here for the right time and on the right date.

8 If you have checked all the above and you cannot solve the problem then notify the House Manager. At the start of the performance The ushers should close all inside doors and then take their station inside the theatre near the side doors, to ensure they not slammed during the performance. Ticket takers should stay at the entrance doors and control access of latecomers. You will need to stay at your assigned level throughout the performance. Late Seating Latecomers should be shown to their seats when there is a convenient pause in the performance preferably during applause or the end of a scene - but never during a musical number. Flashlights are only used to seat latecomers. All ushers will be provided with a small flashlight. Check patrons' tickets for seat location before leaving the doorway. Take the patrons to the proper row pointing your light close to the floor. We will have complaints from other patrons, performers and stage managers about excessive flashlight use if the light is improperly directed. The flashlight should never be used to read your program during a performance. Ushers sitting near the doors should be alert to help any latecomers and anyone leaving the theatre during the performance. (Be sure to catch the doors so they do not slam.) If you see someone standing in the aisles, politely ask him/her to sit down. Under no circumstance is any patron allowed to sit or stand in the aisle. This is a Fire Department rule. Intermission During intermission, remember that you are still on duty. Remain at your during performance post to assist patrons or answer questions. Priority is always given to patrons. Do not use concessions or amenities during intermission or when patrons are present. You are encouraged to use the restroom while the performance is in progress and patrons are seated in the theater. At no time prior to, during intermission, or after the show are patrons or ushers allowed to go backstage unless the House Manager gives permission. Five minutes before the end of intermission, a chime will be sounded in the lobby areas to encourage patrons to return to their seats. After the performance All ushers assigned will remain until the house is clear. At this time, ushers will be asked to pick up leftover programs and trash. If you find valuables, turn them in to the House Manager. If patrons report something lost, use your flashlight to try and help them locate it before they leave. If you don't find the item, refer the patron to the House Manager.

9 EMERGENCY PROCEDURES You will play an important role in responding to emergency situations. In some cases, you may be the first person on the scene to help a patron or you may assist staff in directing patrons. Regardless of the specific situation, the most critical response in any emergency situation is to remain calm. Panic may be as big a problem as the cause of the emergency. Know what to do and be confident. Patrons will look to you for direction. Medical Emergencies: Determine injury or problem. If this is an emergency situation, notify another usher to alert the House Manager. Always remain with the patron until help comes. Volunteers are not required or expected to assist in any first aid procedures. If you choose to offer first aid, you do so as a good Samaritan and not as a representative of the Sun Prairie School District or Performing Arts Center. The emergency number to dial from a school phone is There is a first aid kit located in the box office for minor medical needs. There is also a can of soda (for diabetics) and bottles of water for medical needs only. Fire Alarms / Evacuation Procedures: In the event of a fire alarm, you should stay at your during performance post and assist patrons in exiting the theater and the building. This applies even if the alarm is perceived to be false. Be aware that all doors de-magnetize when the alarm sounds. You may need to hold doors open for patrons to exit. Normal Evacuation Route: Ushers should immediately assist in the opening of all doors. All patrons will exit through the nearest door and leave the building through the closest exit. Once the patrons have exited the building, you must direct them away from the building so they do not block the doors or prevent emergency personnel or vehicles from entering the building. Even if this is not an emergency, the Fire Department will still report to our location and we cannot have patrons blocking their access to the building. When emergency personnel determine it is safe to re-enter the building, the House Manager will let the ushers and patrons know if the performance will continue or be cancelled. Alternate Evacuation Route: If your exit route is blocked or otherwise congested, you must direct patrons to an alternate path. Patrons seated in the orchestra section will exit through the side doors and be guided toward the music wing and through the closest doors to outside of the building. Patrons seated in the Balcony area will be directed to the Exit doors leading to the stairwells. Do not allow anyone to use the stage as an escape route. Patrons must be directed away from stage to avoid injury. You are not expected to physically aid patrons. If you choose to do so you would be acting as a Good Samaritan rather than as a representative of the Sun Prairie School District or the Performing Arts Center.

10 The technical crew or staff will evacuate performers on stage, in the dressing rooms and Music Wing according to their plan. You may fight a fire if the following criteria have been met: The House Manager has been notified to call the Fire Department 911 and patrons are out of the area. The fire is small (confined to a trash can). You can fight it with your back to an exit (if applicable) The fire extinguisher is working properly and you know how to use it. You know enough to get out fast if your effort is failing. Do not fight a fire if: The fire is spreading beyond the spot where it started. The fire could block your exit. You aren t sure how to operate the fire extinguisher. You are NOT required to fight any fire. Your first priority is the safety of the patrons and yourself.

11 SPASD STEP PROGRAM The Senior Tax Exchange Program (STEP) was established by the Sun Prairie Area School District in 2004 to increase volunteering of senior citizens in the schools. Qualifying senior citizens will receive a small stipend to be used to help reduce their property tax bill. Eligibility Age 55 or older Primary residence in the SPASD and pays property taxes to the district. Annual family income as defined by last year s Federal Income Tax Form 1040A, Line 21, of less than $70,000 Reimbursement Payment of $5.60 per hour Maximum of 66 hours per calendar year (payment of $6.50 per hour times 66 hours will be $429.00, which is the largest amount an individual can make before being subject to Social Security taxes.) Please note that any amount you earn is still considered taxable income. Compensation is a two-party check to the individual and the municipality they live in. Before payment, a minimum of 20 volunteer hours is required. Reimbursement will occur the last week of December for all work completed in the calendar year that is 20 hours or more. Procedures Interested volunteers need to fill out an application Timesheets are stored at the SPASD office Each STEP Volunteer is responsible for completing and turning in his/her timesheet at the District Office

12 PAC Floor Plan

13 PAC Seating Chart

14 Volunteer Usher Corps Pledge Please sign and return this page only. The remainder of the booklet is for your reference. Name Address Phone (please list an address that you check regularly. This is how I will contact you.) I have read and understand the Sun Prairie PAC Volunteer Usher Corps Guidelines and Responsibilities. I attended a training session on Signature Date