Crowd controller

Crowd controllers keep constant watch of the crowd during a specific event such as public speeches, sporting events or concerts, in order to prevent and react quickly to incidents. They control the entry to the venue, monitor the behaviour of the crowd, handle aggressive behaviour and conduct emergency evacuations.

Crowd controllers typically do the following:

• Check security passes for individuals entering property
• Ensure and deliver receipts and other valuable items
• Investigate and report evidence to clients for court case preparations
• Maintain the order on properties or in large groups
• Monitor security systems and be ready to alert authorities
• Offer advice on better security services for clients
• Offer directions to authorized guests
• Patrol properties and ensure that all points of entry are secure
• Watch for safety hazards

The following job titles also refer to crowd controller:

steward
crowd control worker
spectator controller

Crowd controllers are usually required on short notices, shifts vary in length from 4 to 24 hour. They might work inside an office buildings or walk the beat outside of an area. A crowd controllers must be able to endure a variety of different climate conditions. Being a crowd controller can be a stressful job. In this role you will need to be able to handle a high stress environment effectively.

No formal educational credential is generally required to work as a crowd controller.

ISCO skill level is defined as a function of the complexity and range of tasks and duties to be performed in an occupation. It is measured on a scale from 1 to 4, with 1 the lowest level and 4 the highest, by considering:

• the nature of the work performed in an occupation in relation to the characteristic tasks and duties
• the level of formal education required for competent performance of the tasks and duties involved and
• the amount of informal on-the-job training and/or previous experience in a related occupation required for competent performance of these tasks and duties.

Crowd controller is a Skill level 2 occupation.

These occupations, although different, require a lot of knowledge and skills similar to crowd controller.

door supervisor
gate guard
armoured car guard
life guard
security guard

These occupations require some skills and knowledge of crowd controller. They also require other skills and knowledge, but at a higher ISCO skill level, meaning these occupations are accessible from a position of crowd controller with a significant experience and/or extensive training.

hand luggage inspector
store detective
lifeguard instructor
court bailiff
police detective

This knowledge should be acquired through learning to fulfill the role of crowd controller.

• Security threats: Types of threats to public and private security such as unauthorised entry, aggressive behaviour, molestation, robbery, theft, assault, kidnapping, murder and public demonstration.
• Fire safety regulations: The legal rules to be applied for fire safety and fire prevention in a facility.
• Surveillance methods: Surveillance methods used in the gathering of information and intelligence for investigation purposes.

These skills are necessary for the role of crowd controller.

• Restrain individuals: Restrain, or control by force, individuals who violate regulations in terms of acceptable behaviour, who present a threat to others, and who perform acts of violence, to ensure the individual is unable to proceed in this negative behaviour and to protect others.
• Monitor guest access: Oversee guests access, ensuring that guest needs are addressed and security is maintained at all times.
• Ensure public safety and security: Implement the relevant procedures, strategies and use the proper equipment to promote local or national security activities for the protection of data, people, institutions, and property.
• Comply with the principles of self-defence: Observe the principles according to which a person should only use so much force as is required to repel an attack. The use of deadly force is limited to situations where attackers are using deadly force themselves.
• Control crowd: Control a crowd or riot, ensuring people do not cross to areas they are not allowed to access, monitoring the crowd’s behaviour and responding to suspicious and violent behaviour.
• Use communication techniques: Apply techniques of communication which allow interlocutors to better understand each other and communicate accurately in the transmission of messages.
• Identify terrorism threats: Identify the possibility of terrorism activities posing threats and danger in a specific area by monitoring activities of potentially dangerous groups of people, assessing risks in different areas, and gathering intelligence.
• Handle conflicts: Mediate in conflicts and tense situations by acting between parties, such as service users, important others like families, and institutions, striving to effect an agreement, reconciliate, and resolve problems.
• Ensure health and safety of visitors: Take the necessary precautions to ensure the physical safety of an audience or people visiting an activity. Prepare actions in case of emergency. Administer first aid and direct emergency evacuations.
• Identify security threats: Identify security threats during investigations, inspections, or patrols, and perform the necessary actions to minimise or neutralise the threat.
• Perform security checks: Monitor and check individuals’ bags or personal items in order to make sure the individuals present no threats and that their behaviour is legally compliant.
• Manage emergency evacuation plans: Monitor quick and safe emergency evacuation plans.
• Patrol areas: Patrol a designated area, watch out for and respond to suspicious and dangerous situations, and communicate with emergency response organisations.
• Liaise with security authorities: Respond quickly to security incidents and violations by calling the police and keep in touch with other relevant parties involved in the potential prosecution of the offender.
• Manage theft prevention: Apply theft and robbery prevention; monitor security surveillance equipment; enforce security procedures if needed.
• Deal with aggressive behaviour: Respond promptly to adverse behaviour in a professional manner by taking appropriate and legal action to prevent further aggressiveness, such as verbal warning, lawful removal from the premises or apprehension of the person involved. Report details of adverse behaviour in line with the organisation’s procedures.
• Practice vigilance: Practice vigilance during patrol or other surveillance activities in order to ensure safety and security, to look out for suspicious behaviour or other alarming changes in patterns or activities, and to respond quickly to these changes.

This knowledge is sometimes, but not always, required for the role of crowd controller. However, mastering this knowledge allows you to have more opportunities for career development.

• Criminal law: Th legal rules, constitutions and regulations applicable for the punishement of offenders.

These skills and competences are sometimes, but not always, required for the role of crowd controller. However, mastering these skills and competences allows you to have more opportunities for career development.

• Operate radio equipment: Set up and operate radio devices and accessories, such as broadcast consoles, amplifiers, and microphones. Understand the basics of radio operator language and, when necessary, provide instruction in handling radio equipment correctly.
• Ensure escape routes: Make sure emergency exits and emergency escape routes are clear.
• Provide first aid: Administer cardiopulmonary resuscitation or first aid in order to provide help to a sick or injured person until they receive more complete medical treatment.
• Welcome spectators: Welcome, seat and inform spectators in the stadium.
• Monitor parking areas to maintain security: Monitor the entry and exit routes within the parking areas and report on any hazards, accidents or violations.
• Ban cameras: Impose a prohibition on filming or making pictures.
• Assist emergency services: Assist the police and emergency services where needed.
• React calmly in stressful situations: React quickly, calmly, and safely to unexpected situations. Provide a solution that solves the problem or diminishes its impact.
• Ensure safe spectator movement: Ensure the safe entry and exit of spectators.
• Handle spectator complaints: Handle spectator complaints and sort out incidents and emergencies.
• Monitor building security: Check on a regular basis that the building’s doors, windows, and locks are properly and securely closed and that no hazards are likely to happen.
• Monitor amusement park safety: Follow up activities to ensure permanent safety and decent behaviour of park visitors; remove unruly visitors if needed.
• Manage major incidents: Take immediate action to respond to major incidents that affect the safety and security of individuals in private or public places such as road accidents.
• Manage lost and found articles: Make sure that all articles or objects lost are identified and that the owners get them back in their possession.
• Handle surveillance equipment: Monitor surveillance equipment to observe what people are doing in a given area and ensure their safety.
• Check tickets at venue entry: Ensure that all guests have valid tickets for the specific venue or show and report on irregularities.
• Verify visitor identification: Verify identification document and interpret the given information of a visitor in order to avoid unwanted individuals from entering the venue.
• Tolerate stress: Maintain a temperate mental state and effective performance under pressure or adverse circumstances.
• Handle cash flow: Handle the movement of money into or out of a business, project, or financial product.
• Ensure law application: Ensure the laws are followed, and where they are broken, that the correct measures are taken to ensure compliance to the law and law enforcement.
• Monitor security measures: Oversee and control the implementation of prevention, security, and surveillance measures in order to assess their effectiveness and to make adjustments in case of unsatisfactory results.
• Develop contingency plans for emergencies: Compose procedures outlining specific actions to be taken in the event of an emergency, taking into account all the risks and dangers that could be involved, ensuring that the plans comply with safety legislation and represent the safest course of action.
• Operate fire extinguishers: Understand the operation of fire extinguishing equipment and fire extinguishing techniques.
• Inspect sport stadium: Inspect the stadium before, during and after the match.

5414 – Security guards

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References

1. Crowd controller – ESCO
2. Crowd Controller Job Responsibilities | Perth Security Services
3. Featured image: By Tech. Sgt. Eric Miller – https://www.dvidshub.net/image/824192, Public Domain