indianapolis motor speedway 2016 safety patrol … gener… · indianapolis motor speedway osha...

INDIANAPOLIS MOTOR SPEEDWAY

2016 SAFETY PATROL GENERAL TRAINING

SAFETY & SECURITY

I ND I ANAPO LI S MO T O R SPEEDW AY 3

Overview– Event Command Center staffed 24 hours a day

during Mayo Three general representatives, and a representative

from each division is stationed to answer your questions.

• Call 317-492-5500 and report your name, division and your question or situation with as much detail as possible.

• Wait for a response and instructions or answer about how to handle situation.

Pagoda Command Guest Line & Texting System

– Pagoda Command has a guest line to be given to guests with concerns

o Guests may call 317-492-5600. This number can be found on your lanyard.

• The 5500 number will be given priority, but the 5600 will be answered when possible

o Guests may also text “IMSFAN” to 69050 with their question or concern to receive help via text message.

PAGODA COMMAND

I ND I ANAPO LI S MO T O R SPEEDW AY

OSHA AWARENESS Personal Protective Equipment (PPE)

– Hazard Assessment – a systematic way to identify exposures so that preventive measures can be taken. As any employee of the Speedway you may be required to wear PPE as part of job.

– Types of PPE – Eye/Face, Head, Food/Hand, Ear/Hearingo Care of Equipment – Maintain in good clean condition at all times, Contact your Supervisor if damaged or

is in need of repair, Store properly in clean areao PPE Selection – The Speedway has completed hazard assessments of all jobs and PPE may be required

in some areas. However, if you feel PPE is needed in your duties contact your Supervisor.o Fire Extinguishers – Only trained employees are allowed to use fire extinguishers. Seasonal employees

are not trained in the use of extinguishers and should contact Pagoda Command immediately to report a fire. Types of extinguishers – A, B, C, D, K must be used on specific types of fire. Use of extinguisher (if trained) – Pull, Aim, Squeeze, Sweep (PASS). Emergency Response – Immediately notify Pagoda Command of a fire, if fire is out of control dial 911. Evacuate and secure the area.

Electrical – Lockout/Tagout– Designed to protect workers from injury due to the unexpected startup or energization of equipment.– Affected or Authorized Employees – Seasonal employees are affected employees and are not to work

with electrical equipment such as disconnects and service panels. Only authorized employees will make repairs and perform maintenance. As a seasonal employee you are not to work with any energized equipment or equipment that has been locked or tagged out. Do not work with electrical equipment, service panels, cords, disconnect boxes or circuit breakers. Notify Pagoda Command or a Supervisor immediately of any electrical concerns and secure area if needed.

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RADIO ETIQUETTE When using a two-way radio you cannot speak and listen at the same time, as you can with a phone.

Don't interrupt if you hear other people talking.– Wait until their conversation is finished unless it is an emergency. If it is an emergency, inform the other parties that you have an

urgent emergency message (see "Emergency Calls" below).

Do not respond if you aren't sure the call is for you.– Wait until you hear your name or location to respond.

Never transmit sensitive, confidential, financial or military information.– Unless you are certain your conversations are secured with the proper level of encryption for the level of sensitivity, assume your

conversations can be heard by others.

Perform radio checks to ensure your radio is in good working condition.– Ensure the battery is charged and the power is on.

– Keep the volume high enough to be able to hear calls.

– Regularly make radio checks to make sure everything is working and that you are still in range to receive signals.

Memorize call signs and locations of persons and radio stations you communicate with regularly.– Know your location when speaking over the radio

Think before you speak.– Decide what you are going say and to whom it is meant for.

– Make your conversations as concise, precise, and clear as possible.

– Avoid long and complicated sentences. If your message is long, divide it into separate shorter messages.

– Do not use abbreviations unless they are well understood by your group.

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GUEST SAFETY Safety is our #1 concern

– Aside from creating exceptional experiences for our guests, our number one priority is guest safety.

– IF YOU SEE SOMETHING, SAY SOMETHINGo This awareness campaign created by the Department of Homeland Security was designed

for you to keep an eye and ear our for suspicious activity. • Suspicious activity includes but is not limited to:

» Unattended coolers, backpacks, purses or bags» Unmanned aerial vehicles, commonly known as a drones or remotely piloted/controlled

aircraft» Individuals taking excessive photos of infrastructure, tunnels, stands, gates, etc.» Individuals wearing out of season clothing such as bulky coats or jackets» Note taking and surveillance/observation that indicates a suspicious or unusual interest

in the facility» Individuals seeking information/asking questions about security staffing, overnight

schedules, policies for contraband in the facility or anything else that could be used as information to plan an attack on the facility

o Do not investigate unattended packages, suspicious people, etc. on your own. Gather as much information as possible and notify Pagoda Command. Appropriate personnel will be dispatched to the scene.

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IMS RULES & REGULATIONS 2016 Gate Policy

– The following items are permitted inside the Indianapolis Motor Speedway:o Coolers (restricted to no larger than 18”x14”x14”, coolers may be hard or soft sided)o Food and beverageso Binoculars, scanners and cameraso Camera stands (tripods, monopods, etc.) as long as they do not cause a safety hazard or obstruct the view of others.o Strollers, lawn chairs and folding camping chairs o Umbrellas as long as they do not obstruct the view of others. The umbrella’s user takes sole responsibility for the safe use of the umbrella.o Carts and wagons are allowed every day except Race Day. The use of carts and wagons may be restricted in some areas.o Mobility aids used by guests with disabilities. Guests are responsible for securing unattended wheelchairs and scooters. IMS reserves the right to prohibit any device based on size or other

considerations.

– To ensure that all guests have a safe and memorable experience, the following items will NOT be permitted inside the Indianapolis Motor Speedway: o Weapons of any kind, including, but not limited to, pocket knives, firearms, and ammunitiono Fireworks and Flareso Unmanned Aerial Vehicles, e.g., drones, remotely piloted aircrafts, and similar remote controlled deviceso Flag Poles

o Selfie Sticks

o Laserso Roller Blades, Skateboards, Skates, and Hover Boardso Golf Carts and Scooters; mobility aid devices for guests with disabilities are permittedo Scaffolding and Platformso Animals; service animals assisting guests with disabilities are permitted

o Coolers larger than 18"x14"x14"

o Glass Containerso Aerosol Cans; medications prescribed by a doctor for guests with disabilities are permittedo Permanent Markerso Samples, Stickers, or Flyers for distributiono Illegal Drugs or Drug Paraphernaliao Professional Cameras (Concerts Only)o Audio/Video Recording Equipment (Concerts Only)o Any item that may pose a safety hazard to or diminish the enjoyment of the event by other guests.

2016 Garage Policy– RESTRICTED AREAS: Credentials must be worn on person for admittance and must remain visible at all times.– NO SMOKING. – No alcoholic beverages permitted. – No open containers or glass permitted.– No coolers.– All bags must be searched before entering Garage Area

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INCIDENT REPORTING When an incident occurs at the Indianapolis Motor Speedway, it must be documented by the

employee closest to the incident immediately following the incident; regardless of severity.

– In the Case of an emergency, use the following steps to report an incident:o Contact Pagoda Command (via radio on security channel or by calling 317-492-5500)o State your name, division and post location (KNOW YOUR SURROUNDINGS!)o Provide an explanation of the incident to the representative with as much detail and description as

possible (ex: women’s restroom #135, inside of tunnel 10, 7th St. just east of Foyt in the N Lot.)

• You will be instructed how to respond to the incident and any public safety personnel to be dispatched to the scene.

o Request direction from Pagoda Command Representative to lend assistance until Public Safety personnel arrive on scene

o Fill out an incident report form and get to your supervisor as soon as possible

In the Case of a non-emergency, use the following steps to report an incident:

– Contact your immediate Supervisor

– Provide a brief explanation of the incident

– Assist in providing information for an incident report as requested

Incident Reporting Grid Maps

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EVACUATION PROCEDURES Evacuation procedures are rare, but in the case of an evacuation, all Safety Patrol staff will be an integral part

in maintaining order and coordinating the response that needs relayed to guests

– In the event of an evacuation of the facility, you will be instructed how to proceed for the safety and

security of guests and employees alike.

– Do NOT make assumptions of the best course of action regarding evacuation procedures. Instructions for

evacuation will vary based on the situation.

– All direction regarding evacuation procedures must come from Pagoda Command representatives as well

as Supervisors on the grounds.

o Supervisors will notify all employees of what actions need to be taken

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GUESTS WITH DISABILITIES

OVERVIEW– Disabilities can range in scope and significance.

– Disabilities come in all shapes and sizes and WE CAN NEVER QUESTION A DISABILITY.

– Always have a positive and proactive approach to your interactions to help accommodate requests. Remember ALL guests and fans deserve respect and dignity.

BASIC TIPS– Be proactive, find reasonable accommodations, 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”, “fan with a disability”, “guest with a disability”, etc.

– Avoid using outdated language such as “handicap,” “crippled” or “paralytic”.

– When referring to a guest needing a disabled shuttle, simply say “I have a guest in need of a disabled shuttle.” NEVER use the term “handicap guest.”

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GUESTS WITH DISABILITIES IMS ADA ACCOMODATIONS

– Know the services we provide to guests with disabilities.

ADA Seating Locations– Paddock, Paddock Platform, A Platform, B Platform, South Terrace, Tower Terrace, North Vista, Northeast

Vista, Wheelchair Accessible Stand, Pit Road Terrace

– Adjacent parking is issued to guests who purchase tickets in wheelchair accessible areas at the time of purchase and is mailed with the purchased tickets.

– The quantity of wheelchair spaces and companion seats sold is specific to each purchase.

– There is no policy of how many companions are allowed with each wheelchair space sold.

– All wheelchair accessible seating locations that are not at ground level have the appropriate ramps or elevators to access the seating area.

ADA Parking Locations (reserved then first come, first-serve to what is left) – Lot 7/North 40, Northwest Gravel Lot, Lot 1B, Lot 2, Lot 3, Hall of Fame Museum Front Lot

ADA Shuttle Service (free, no tipping) – Service rotates from one stop to another; reference the map on the next slide

Scooter Rental– Located east of the tram turnaround, north of Tunnel 10 & North Vista

– Scooter rental available by calling Lifestyle Scooters at (317-855-3158)

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BEING A GREAT EMPLOYEE


CODE OF CONDUCT Code of Conduct

– Dress Code – Long black slacks, yellow shirt (tucked in), hat on and straight, black shoes, employee lanyard & manual, hair cut neat and trim.

– Employment Status – All positions are seasonal, as defined by Indiana code and employment will end October, 2016.

– Employee Parking – All employees receive parking provided by IMS inside Gate 10 off 30th street. You may NOT park at the Employee Check-In Area at any time unless you have a parking pass authorized for that area. Parking at the Employee Check-In Area to clock in then driving to employee parking is considered “stealing time.” Stealing time violates IMS company policy and will result in termination.

– Employee Trams – Employee carts will transport employees from the parking area to the Employee Check-In Area and then transport employees to the Tram Turnaround to take a Tram or van to their work locations.

– Shirt and Hat Policy – Any employee that works five or more days during the Indianapolis 500 event will be issued two shirts during the event. Any employee that works less than five days will be issued one shirt during the event. You must return your shirts or you will be charged at the end of the season. One hat will be distributed per season and can be exchanged when it becomes dirty.

– Clock Out Policy – All employees are to clock out at the nearest time clock to their work area before taking the tram to the employee parking area at the end of each shift.

– Safety Patrol Manuals – Manuals are distributed for reference for employees. Each employee is expected to read, follow and carry their manual at all times.

– Paycheck Distribution – All paychecks will be mailed on Fridays at 10am.

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EMPLOYEE EVALUATIONS

In an effort to hold all employees accountable for their performance and dedication to the Safety Patrol,

each employee will be audited during each event.

Employees will be critiqued by their supervisors on the following criteria:

– Personal Appearance (Tucked in shirt, hat on, personal hygiene, dress code, etc.)

– Employee Attitude (Positive demeanor towards co-workers and guests)

– Task Performance (Job done according to supervisor and Safety Patrol Manual)

Supervisors are required to go over each audit with the employee receiving the audit and employee

must sign off they understand their audit and improvements that can be made.

All employee audits will be filed and evaluated at the end of the season to determine if an employee will

be asked to return the following event.

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DRESS CODE

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ACCEPTABLE UNACCEPTABLE

No Hat

Untucked

Shirt

No Black Pants


EMPLOYEE RESOURCES Employee Website

– Employees can update their availability and view their schedule on a public website at https://guestservices.brickyard.com.

– If you have not returned your paperwork and/or if your paperwork has not been processed yet, your 2016 availability will not be on the website. Check back one week after you turned in your completed application packet. The only reason employees may need to logon before the middle April is to update their email address or change their availability.

Website Instructions– Enter your username and password and click login. Employees’ username is his/her initial last name and last

four numbers of their social security number. The password is indy500 (no spaces, all lower case letters). – For example, John Smith SSN: 123456789 would have the username: jsmith6789, password: indy500.– If you need to update your email address, please enter it in the Email Address box and click update. – To update your availability, click on the Update My Availability box. – The dates that have black square boxes around them are days we will not need employees to work; you cannot

change those boxes. The dates that have white boxes are the days we will need employees to work. If you are available to work one of the white dates, you can click on the date to update your availability. The dates that have a gray circle around them are the dates we have you available to work. If you make any changes to your availability, please remember to click save.

– To view your schedule, click on the My Schedule box at the top of the screen. – Select an event from the drop down box to view your schedule. To print your schedule, click the print button.

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https://guestservices.brickyard.com/


SCHEDULING HOTLINE The Schedule Hotline is the only number that should be called for all concerns, questions and needs about the

scheduling process. This number should be called concerning absences, tardiness, questions about work location, etc., but is not limited to these topics.

The Schedule Hotline number is (317) 492-6800.

Employees should NOT:

Call their immediate Supervisor to report absence, tardiness or ask any questions about work schedules

Call any number other than the number supplied above to report issues or ask questions pertaining to work schedule

Hotline Staffing– Now – May 3rd: staffed 9am-5pm

– Event Days: 2 hours before public gates open to 2 hours after public gates close on event days

– Employees may leave a message if the individuals answering the lines are on the phone/away from the phone. Messages will be returned promptly (only when needed).

Any employee that does not call the schedule hotline to notify staff of a tardiness more than once will be terminated and will not be eligible for rehire. Please call as soon as you know you will not be able to work.

**When an employee does not show up for a shift, it leaves us short staffed and creates a bad experience for our guests. Please let us know as soon as you know you will not be at work to try to find a replacement for your shift.**

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EMPLOYEE CHECK IN AREA The Employee Check-In Area is located at 2515 Georgetown Rd. in a permanent building.

To pick up equipment before an event, the Employee Check-In Area in Lot 4 is accessible on Georgetown Road only North of 25th Street, next to Gate 9. Limited parking is available in front of the building during NON-EVENT DAYS ONLY.

On days an employee is scheduled to work, he/she must enter Gate 10 from 30th street and park in the Employee Parking area north of the infield tunnel. NO PARKING IN THE DRIVEWAY ON THESE DAYS!

– Employees will be shuttled via golf cart from the North 40/Lot 7 to the Employee Check-In Area. After checking in with one of the Check-In Area employees and clocking in upon their approval, employees will be shuttled to the Tram Turnaround where they will catch a van or tram to their work location listed by color and number on the employee schedule.

No employee may clock in more than 15 minutes before the time listed on their schedule

Please note the time listed on your scheduling letter shows the time an employee should clock-in. It does not indicate the time you should report to your work location.

– The process for the Employee Check-In Area is as follows:

o Welcome Desk – to check-in employee and alert them when they may clock in

o Please note, if you do not check in before clocking in, you will be marked on the no-call/no show list when we run reports for daily check-ins compared to clock-ins. You may never clock-in before checking in.

• I-9 completion (once a season)

• Release form completion (once per event)

• Employee badge printing (once a season)

• Shirt & Hat distribution

• Clock-In

• Information Distribution (briefing sheets, maps, manuals, etc.)

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EMPLOYEE CHECK IN AREA


EMPLOYEE TRAM OPERATIONS


TIPS FOR SUCCESS Be Proactive

Be assertively and friendly at all times

Make a memorable first impression– First impressions are lasting ones, send the right message from very first point of contact

Take the lead — do not wait for others to approach you for help

Look for those who may need help

Anticipate what others may need & be ready to provide it

Make eye contact with guests within 20 ft., smile and greet them once they are within 12 ft. (“The 20-12 Rule”)

Be Attentive

Acknowledge everyone in the party

Listen carefully to what others are saying and let them finish speaking before offering assistance

Do not assume what others need

Show genuine empathy and understanding

Seek clarity, as necessary

Stand straight at your post facing guests

Be Helpful

Offer options to those needing support

Be informative and provide accurate information. If you don’t know ASK! Pagoda Command is here to help! 317-492-5500.

Be honest if you do not know the answer but let them know you will do your best to find the right answer

Be an ambassador for the entire Indiana hospitality community, emphasize the positive attributes of our offerings and minimize the negatives!

Be Polite

Be welcoming and friendly

Wait for others to finish before speaking

Never make guests feel stupid for asking "simple" questions

Treat each question as if it were the first time the guest has been here

Treat every guest with the respect and kindness you expect at events

Display appropriate body language at all times

Be Professional

Dress and act professionally

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

Think through your non-verbal gestures

Refrain from speaking negatively and portraying a poor view of the Safety Patrol by not smoking within view of guests

Do not gossip or talk about business, company politics or personal issues in front of guests

Remember the Guest Experience Org Chart and utilize your supervisor of those directly above you if you have an issue

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GUEST EXPERIENCE DO’S & DON’TS Guest Experience Do’s

Retain your Employee Schedule you received in the mail and bring it with you to work each day

Read your Safety Patrol Manual

Ensure you have all material for the day before you leave home

Know your work location, tram stop and the name of your supervisor

Plan your lunch options

Be aware of your surroundings

Remain presentable in uniform throughout the day

Have a great day!

Guest Experience Do Not’s

Do not bring personal items to work

Do not bring friends or family members with you

Do not ever say, “I don’t know.” Find the answer.

Do not chew gum, listen to music, text or talk on the phone while on duty

Do not ask for autographs or photographs of celebrities while working

Do not ever smoke at your work location or inside the facility while in uniform in the view of guests

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HOW TO TREAT A GUEST


GREETINGS

We are the hosts of our assigned gate/grandstand/mound/parking lot/suites/etc.

– Greetings set the stage for the day for guests when entering the facility and shows guests we are here to help when they need us.

– Safety Patrol employees are often the first and last people guests speak to at the IMS.

– Each spectator who enters our facility is our guest.

– It is important to greet guests in a friendly and inviting manner in both the morning and evening hours of the day.

– After track activity concludes for the day, acknowledge guests by saying:

o “Have a safe trip home”

o “See you at the next race!”

o “Thanks for coming!”

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YOUR PLEDGE TO OUTSTANDING SERVICE ‘WOW’ OUR GUESTS

– First Impressions mean EVERYTHING! – Be Proactive!

– Make eye contact with all guests within 20 feet, then smile and greet them once they are within 12 feet (“The 20-12 Rule”).

– Greet guests with a smile and say “Good morning/afternoon/evening.”

– Own a guest’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 another employee. See it, own it, solve it, and do it!

– Take pride in your work space, ensuring the cleanliness and maintenance of the property, venue, or public space around you.

– Put aside “it is not my job” mentality and assist fellow employees in any situation.

You should feel EMPOWERED to assist our guests. – Do not pass off a guest on to someone else.

– If you do not know the answer, FIND IT!

– It is your responsibility to stay with the guest until a resolution is reached

– If you cannot solve the problem, contact your supervisor or call your Pagoda Command Representative.

– It’s not your fault, but it is your problem!

BE THE FACE OF IMS– Represent Indianapolis and IMS with pride

– You are part of a select group who gets to experience the Indianapolis Motor Speedway behind-the-scenes. You get see things guests will never see.

– Many of our guests are from out-of-town, so this is our opportunity to show them how fantastic IMS, Indianapolis and Indiana really are!

– Show a sincere interest in our guests by using their names, escorting guests instead of pointing, and always greeting them with a warm smile.

– Treat every guest and fellow associate with kindness. We are all here for the same reason; to be a part of the world’s Greatest Spectacle in Racing.

– Keep a neat and clean appearance and a positive attitude; even when the going gets tough!

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indianapolis motor speedway 2016 safety patrol … gener… · indianapolis motor speedway osha...

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