Basic Rovers Training

Purpose and Role Overview

• Rovers’ Role: Rovers are responsible for assisting attendees, answering questions, and ensuring a positive, safe environment. Rovers focus on de-escalation and verbal communication, rather than physical intervention, as they are not security staff.
• Introduction and Experience: Typically led by a team member with extensive experience in roving operations, who can guide the team on protocol, response methods, and key responsibilities.

Key Responsibilities

1. Assistance and Information:
   • Rovers serve as the main point of contact for attendee inquiries, providing guidance to event locations, schedules, and other event-related information.
   • Rovers should be approachable and ready to address attendee needs or direct them to the appropriate staff members if they cannot help directly.
2. Event Resources:
   • Event Schedule and Map: Rovers should carry a schedule and map (digital or printed) to help attendees locate event spaces, exits, restrooms, and other critical areas.
   • Communication Channels: Rovers should stay updated by periodically checking any communication channels specific to rovers, such as reports or inquiries. This helps ensure they’re aware of current situations and announcements.
3. Communication and Reporting:
   • Customer Service and General Inquiries: Rovers should periodically check channels designated for attendee questions and incident reports, staying updated on event activities without becoming distracted.
   • Reporting Incidents: Documenting incidents is essential. Rovers should report all infractions or concerns, no matter the severity. Incident types can range from minor violations (e.g., dress code issues) to more serious matters (e.g., harassment or unauthorized entry). For serious incidents, Rovers may need to escalate the report to heads or security.
4. Badge Checks and Policy Enforcement:
   • Rovers are responsible for upholding policies such as badge checks, dress codes, and behavior guidelines.
   • Badge Checks: Rovers should confirm that badges are visible and valid for the current day. Any discrepancies or missing badges should be directed to registration or escalated as needed.
5. Incident Types:
   • Minor Incidents: These include simple dress code adjustments or minor prop usage violations. Rovers should politely remind attendees of the rules and document the interaction.
   • Escalated Incidents: Serious incidents, such as harassment or unauthorized behavior, must be reported promptly. Heads or security may need to intervene, and Rovers should provide detailed documentation.

Communication Best Practices

• Incident Documentation: It’s crucial to document all incidents accurately. Even minor reports can provide valuable insight and prevent issues from escalating.
• Consistency in Reporting: Reports should be clear, factual, and, if necessary, include follow-up actions taken by Rovers or other staff.

Important Reminders

• Non-Security Role: Rovers are not permitted to physically intervene and should focus on verbal resolution and communication. For any situation that may require physical intervention, contact security or escalate to the appropriate department heads.
• Event Rules and Protocols: Rovers should be familiar with the event’s policies, such as the dress code, behavior expectations, and prohibited items. A solid understanding of these policies will help Rovers communicate effectively with attendees.
• Checking In: Rovers should stay connected with event communication channels for updates, report their status as needed, and ensure prompt response times.

Conclusion

Rovers play a vital role in maintaining a welcoming and safe atmosphere at the event. Their contributions in assisting, guiding, and reporting help the event run smoothly and create a positive experience for all attendees. Rovers are encouraged to ask questions, seek clarification when needed, and stay engaged with their team and event staff throughout the event.