Supervisor/Shift Leader

Each shift will have a supervisor/shift leader.

The designated supervisor/shift leader is responsible for the effective running of the welfare service and the management of the welfare team for the duration of his/her shift, working closely with the welfare manager. This includes setting a good example for the team and being familiar with the good practice guidelines for the service.

Accountability

The supervisor is accountable in the first instance to the welfare manager and ultimately to the event organiser. This means that the supervisor is “working for” the event organiser and is bound by the guidelines agreed for the event.

Profile

Supervisors have to be flexible, reliable, sensible, assertive, diplomatic and like working with people. They should have some or all of the following:

• Experience of working with a welfare team
• Experience of event welfare at similar events
• Experience of management
• Counselling skills
• Organisational skills
• The ability to work under pressure

Core Duties

The primary responsibility of the supervisor/shift leader is to manage the welfare team members on duty; to ensure safe and effective allocation of work; and to ensure that the shift provides a welfare service to a high standard. To do this they will need to have an overview of what work is being done by the team and be available to offer advice and assistance as necessary to team members. They are also responsible for ensuring that team members follow the guidelines set out in their notes.

In order to achieve this they will need to:

• Be briefed by the previous supervisor and ensure that on-going situations are suitably handled in the change-over;
• Pass on relevant information to the team at the start of the shift;
• Ensure team members from previous shifts do not continue working if they can be replaced;
• Ensure there are safe numbers of team members on duty (i.e. not too many and not too few) These should be agreed in advance and the supervisor/shift leader should have a list of those on duty and their contacts;
• Ensure team members are in a fit state to work (e.g. not intoxicated) and send them away if necessary;
• Make sure that team members do not go off on tasks outside the workspace, unless agreed;
• Allocate short breaks for team members on longer shifts and ensure that they take these;
• Provide ‘on the job’ training to team members, as necessary, and ensure that team members are familiar with the available equipment and resources;
• Allocate team members to clients/tasks appropriate to their individual skills/experience;
• Ensure that team members are able to carry out the work they are required to do and, if necessary, replace them if they are unable to relate or cope with a particular client;
• Allocate sleeping space for clients when necessary and ensure that team members assisting clients in a ‘confidential/quiet’ part of the welfare space are not left in isolation by regularly checking if they need anything;
• Provide advice and guidance to team members on customer care, particularly in respect of people needing careful handling;
• Make decisions in consultation with the welfare manager, and where appropriate, other services in respect of difficult situations, such as allegations of sexual assault;
• Support team members with any difficult situations they encounter in the course of their work;
• Deal with enquiries from the police or other services as well as the press;
• Manage any public communications that are needed in consultation with the welfare manager;
• Ensure that the welfare area is kept clean and tidy and that waste is regularly and safely removed on a regular basis;
• Ensure that sufficient refreshments are available;
• Alerting the welfare manager in good time if supplies are running low e.g. of refreshments, stationery etc. ;
• Ensure that proper records are kept and allocate a team member to take notes in critical situations;
• Ensure that confidential notes (including lost children forms) are seen only by those who need to know;
• Monitor the security of the area, including the found property.
• Investigate any incidents such as violence or abusive behaviour to a team member, suspicious items found in the workspace etc. and report incidents to the welfare manager;
• Deal with any complaints from the public about the welfare service and report all such issues to the welfare manager;
• Liaise regularly with other on-site organisations – including other welfare points if there are any – especially with regard to lost children, people and property;
• Be ready to respond in the case of an emergency, including the evacuation of the welfare area to an agreed Evacuation Point, if this becomes necessary;
• Liaise with the event organiser as necessary in the absence of the welfare manager.
• Ensure a smooth hand-over to the next supervisor, making sure that on-going tasks are passed over carefully without disruption to the continuity of care;
• Provide an end of shift report to the welfare manager.

Team Members

Team members are there to provide support for members of the public who need help, whether that is simply directions to somewhere or comfort if they are distressed.

Accountability

Team members are accountable to the supervisor/shift leader and should follow their instructions or advice.

Profile

Team members should be flexible, reliable, sensible, diplomatic and like working with people and as a member of a team. While they do not necessarily need to have specific experience, skills or expertise, it will be an advantage if they have:

• Experience of working with a welfare team
• Experience of participating in similar events
• Counselling skills
• Organisational skills
• The ability to work under pressure

Core Work

As a team member your primary role is to help members of the public approaching the welfare area and provide them with the support they need, whether it is information or assistance. In order to do this you will need to be familiar with the facilities available, including the sources of information needed in order to answer people’s questions. You will also need to have a good relationship with other team members so that you can support each other and work together cohesively. You will work closely with the supervisor/shift leader and liaise with him/her over any issues you are unsure about, as well as follow their directions.

In order to achieve this team members will need to:

• Ensure that you are on site at the times required and not late for shifts;
• Make sure you are in a fit state to work – not intoxicated or over tired, for example;
• Listen carefully to the briefing from the supervisor/shift leader at the start of a new shift and be prepared to take over on-going situations from previous team members with suitable care;
• Remain within the welfare area throughout your shift unless specifically instructed to do something outside by the supervisor/shift leader;
• Wear you welfare badge/ID at all times within the welfare area and remove it or hide it when you leave the area;
• Make sure you are familiar with – and know how to use - the available equipment and resources in the welfare area;
• Assist other team members if they need help or are struggling with a situation or client;
• Ensure other team members are not left in a vulnerable position with clients, particularly in ‘quiet’ areas. If necessary check if they need anything from time-to-time;
• Refer inquiries from the press, police, local authority or other similar organisations directly to the supervisor/shift leader – do not try to deal with them yourself, unless the supervisor asks you to;
• Respect the confidentiality of clients and do not discuss them or their problems with others unless they need to know;
• Ensure that notes on clients are recorded as required and that any difficult incidents are reported to the supervisor/shift leader;
• Ensure that confidential notes (including lost children forms) are stored away from the public and only seen by those who need to know;
• Keep an eye on personal items, found property etc. that may be stored, to make sure that it is safe;
• Help to keep the welfare area clean and tidy and ensure that waste is correctly and safely bagged and removed regularly;
• Record any personal items that may be brought in by those needing to rest and ensure that they are returned to them when they leave;
• If a large amount of cash or other valuable item is handed in, tell the supervisor/shift leader;
• Report any incidents, such as violence or abusive behaviour, to the supervisor/shift leader;
• Report any suspicious items found in the workspace etc. to the supervisor/team leader immediately. If necessary ask for assistance from security/stewards;
• Record any complaints from the public and report them to the supervisor/shift leader;
• Familiarise yourself with – and introduce yourself to - other on-site organisations such as Samaritans, medical services etc.
• In the case of an emergency, be prepared to calmly assist clients and reassure them as necessary;
• Ensure that any on-going cases at the end of your shift are handed over smoothly and carefully to the next shift. If necessary you may be asked to remain on duty until the transition can be made without upsetting the client;
• Provide an end of shift report to the supervisor/shift leader.

Team members should refer to the supervisor/shift leader whenever:

• approached by the police (or someone thought to be the police);
• approached by the press (or someone thought to be the press);
• someone needs immediate first aid;
• you wish to leave the shift when you are rota’d to be on duty;
• you are in any doubt or difficulty - always ask for help or advice;
• you are unhappy about any aspect of your work/duty.

The supervisor is responsible for the advice and information and the care and support offered to people. They are in charge and will always have good reasons when they ask you to do something.

You will never be thought badly of for asking for advice or help from your supervisor. Remember - you could run into trouble for not asking!

FOR FURTHER INFORMATION, CONTACT THE WELFARE MANAGER