Crowd controllers are engaged when required following assessment about the nature of activity planned, expected patron numbers, other activities being held at/or in the vicinity of the premises and any other matters which may indicate the need for crowd controllers.
Only crowd controllers who are approved to work in licensed premises by the Liquor and Gambling Commissioner will be engaged.

• engaged by the premises has the appropriate approval
• produces a current security agents licence (and is approved to act as a crowd controller in licensed premises)
• is provided with an induction and in particular is familiarised with the hotel’s emergency exits location and evacuation procedures
• is advised of licence conditions, including capacities and any specific security related conditions
• is issued a premises’ identification card for the shift/engagement
• completes the security register (recording full name and address, security licence number, and security identification card number for the engagement)
• records the commencement and finishing times in the security register
• is advised that they are not authorised to use force unless supervised by a responsible person on duty
• is reminded that where force is used that a Use of Force Register is to be completed
• is provided with the premises’ procedures which set out conditions of the licences and standard operating procedures (set out below)

Standard Operating Procedures for Crowd Controllers

• Crowd Controllers must familiarise themselves with licence conditions, including capacities for specific area, emergency evacuation procedures and any other instructions that may be given by the on-duty responsible person.
• Crowd Controllers may be the first contact a patron has with these premises. Therefore, it is essential that the patron is greeted in a friendly manner.
• It is expected that Crowd Controllers will proactively monitor patron behaviour and will comply with any instructions and/or directions given by the on-duty responsible person.
• The Crowd Controller is expected to report for duty with their current security licence in their possession.
• At the commencement of each shift, the Crowd Controller must complete the security register with their full name, address, security licence number and commencement times. The register must also record the premise identification card number issued for the shift.
• The premises identification card issued to the crowd controller must be worn at all times while performing duties at these premises and returned at the completion of the shift.
• The register must be completed at the end of each shift.
• Before completing their shift Crowd Controllers must properly complete a use of force register, for any incident where force was used during the shift.
• Crowd Controllers must not complete their shift without reporting to the on-duty responsible person.
• Once the on-duty responsible person has approved the completion of shift the Crowd Controller must complete the security register and return the venue identification card

Specific roles and responsibilities include:

• Monitor all patrons entering the premises. Particular attention to be given to dress standards ensuring that the standards are uniformly applied. During times when minors are not permitted to enter or be on the premises, check identification of any person who is suspected of being under the age of 18 years.
• Only accept the approved form of identification .i.e. Current photographic driver’s licence, current photographic proof of age card, current passport or a current photographic Keypass card.
• Where a queue forms adjacent to the premises ensure that patrons in the queue meet the dress standards, are not showing signs of intoxication and are not causing a disturbance.
• Conducting a count of patrons in the premises, and in areas where a specific capacity has been set, every half hour or as directed by the on-duty responsible person.
• Monitor all emergency exits to ensure that patrons do not obstruct the operation of those exits; this includes regularly monitoring the exits both internally and externally. Particular attention should be to be given to ensure that patrons cannot gain entry through exits and increase the risk of overcrowding.
• Regularly patrol both indoor and outdoor area(s) and assist venue staff in detecting the potential for any unruly behaviour.
• Monitor any patrons who may be showing signs of intoxication. These patrons will be drawn to the attention of bar staff to avoid the person being served more alcohol and advise the on-duty responsible person. The on-duty responsible person will decide, based on the response from the patron, whether the person will be asked to leave.
• If a decision is made to require the person to leave and they fail to leave. The on-duty responsible person will decide if the person is to be removed or if police will be called.
• Crowd controllers are not permitted to use force, unless under the supervision of a responsible person. If this is not reasonably practicable, force should only be used if the patron is aggressive or is a danger to him/herself or to other person/s (including other staff and crowd controllers).
• Before using force, unless it is not reasonably practicable, the crowd controller must advise the person that they are authorised to use force and that force will be used if the person does attempt to enter or does not leave the premises. The person should also be advised that if they leave quietly then they may be allowed to return after a 24 hour period.
• As soon as practicable, when force has been used, to prevent entry or to remove a patron, a Use of Force Register must be completed.
• When not performing specific duties, such as monitoring entry points Crowd Controllers are encouraged to proactively move around the premises engaging with patrons to gauge level of sobriety and anticipate potential problematic patrons.
• When on a break Crowd Controllers are not permitted to be in public areas, smoking, chewing gum or drinking

Guidelines

Hotel entry: The on-duty responsible person will determine which entry points require a Crowd Controller. Those doors will be staffed until the on-duty responsible person determines otherwise.
The primary purpose of managing the entry points is to manage the number of patrons entering the premises. To monitor dress standards, to prevent entry to minors during periods when minors are not permitted to enter the premises and to prevent entry into the premises of any person who is barred or who is aggressive, disorderly or showing signs of intoxication.

Dress Code: The premises dress code is neat casual. The same standards apply to all patrons. If in doubt as to the standard of dress the on-duty responsible person is to be consulted. Under no circumstances should a Crowd Controller unlawfully discriminate against any patron on the basis of age, sex, chosen gender, race, disability, sexuality, marital or domestic partnership status, pregnancy, identity of spouse, religious appearance or dress, religion or, social origin religion or sexual orientation.

Intoxicated Patrons: For the purpose of these provisions an intoxicated person includes a person whose speech, balance, coordination or behaviour is noticeably impaired and it is reasonable to believe that the impairment is the result of the consumption of liquor or an illicit substance.
Intoxicated persons are not permitted to enter the premises. A patron in the premises who is showing signs of intoxication may remain on the premises at the discretion of the on-duty responsible person. Unless it is not reasonably practicable, a Crowd Controller must not remove an intoxicated patron without the approval and under the direct supervision of a responsible person.

Patron Removal: At all times Crowd Controllers should attempt to have patrons leave when directed using a ‘walk and talk’ approach. Aggressive behaviour by a Crowd Controller is not acceptable. Unless it is not reasonably practicable, a responsible person must be present and actively supervising any use of force. Where appropriate calling police to assist in removing a patron should be considered.

Closing Time: The on-duty responsible person will indicate that the premises will close generally 15 minutes prior to closing time. Patrons have 15 minutes from closing time to consume drinks purchased before closing time, and then 30 minutes to leave the premises.
Crowd Controllers should monitor patrons leaving the premises to ensure that they do so quietly and that no alcohol is removed from the premises (unless that alcohol has been purchased for the purpose of consumption off the premises).
As patrons are leaving Crowd Controllers are to monitor any areas surround the premises, including outdoor areas, carparks or adjacent areas to ensure that patrons do not disturb the neighboring residents or adversely impact on the amenity of the area.
When patrons have left the vicinity of the premises Crowd Controllers are to assist staff to ensure that no patrons have remained in the premises and assist in securing the premises.