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Issue 1 06 April 1998

The Intuition OPS Manual

By
Fiona Anderson
Mike Cheater
Jürgen Marzi
Eamonn Patton

If you've got a problem - call Ops!

Contact Ops and tell us your problem. We will then try to solve it by:

Ops exists to solve your problems whether large or small.

Ops can be found on the 2nd floor Britannia.

If you want gophers, you may ask Ops, or you may ask the Gopher Hole directly.In case of conflicting priorities, Ops has the final say on gopher allocations. If you want money, Ops holds a very small float and can contact Finance for more expensive items.

If you want the Hotel to do anything you must contact Ops - this service is likely to cost us serious money. For the services of specialists, Ops will be able to contact the right people to deal with your particular problem.

You may meet the Ops Trouble-Shooter going round the convention.

They will deal with really difficult problems, giving an on-the-spot decision what to do. Their decision carries the full authority of the Ops Manager, and what they decide goes. They may also turn up in your area, just to check if there are any upcoming problems you think that Ops ought to know about in advance.

Ops is not going to be interfering in how you run your department - we won't have the time, even if we felt like it.

Ops exists to solve whatever problems crop up, so that you can get on with your work with as little hassle as possible.

Once you have passed the problem to Ops though, it is then out of your hands.
It is Ops' responsibility to solve it, by whatever means.

Ops may decide the problem needs passed up to the DCM (Duty Convention Manager) who has the ultimate responsibility for the convention. This should only happen in very rare circumstances, when the problem a of potentially disastrous proportions. The DCM can only be contacted via Ops

Contact Ops by:

If you have a radio please read the radio procedure instruction leaflet

Intuition committee and Area Heads

Sofa

Fran Dowd

Ops

Fiona Anderson

Eamonn Patton

Mike Cheater

Site

Steve Lawson

Kathy Taylor

Finance

David Cooper

Programme/ Pod

Maureen Kinkaid Speller

Claire Brialey

Alice Lawson

Amanda Baker

Paul Treadaway

OPS Chiefs Fiona Anderson, Mike Cheater, Eamonn Patton

Ops Room Eamonn Patton
First Aid First Aiders to be contacted by mobile phone.
Foreign Queries Fiona Anderson
Gopher Hole Martin Easterbrook
Health and Safety Paul Billinger
Information Desk Nadja Tegen
Logistics Mike Cheater
Security John Harrold
Signage Steve Davies
Tech Claire Goodall

Site Steve Lawson
Dealer's Room Mark Plummer
Hotel Bookings Steve Lawson

Finance David Cooper
Memberships Kathy Taylor
Registration Kathy Taylor

Programme/ Pod Maureen Kincaid Speller, Claire Brialey, Amanda Baker, Alice Lawson
Programme Office
Art Show Pat McMurray
Green Room Mike Westhead
Newsletter John Dowd
Press Liaison Paul Treadaway
Promotions Julia Daly
Publisher's Liaison Fran Dowd
Science Programme Amanda Baker
Signing Sessions Bernie Peek
Special Events Alice Lawson
Sponsorships Steve Lawson
Film Programme Jim De Liscard

All queries of such a nature as to fall under any of the Departments listed here should either be passed to that Department (if originated by someone outside it) or to the Programme Office (if the query comes from the Department, or was of such a nature as to warrant that).

DCM System

The DCM (Duty Committee Member) system is somewhat different to the usual practice at previous Eastercons, as we shall have 4 DCMs on duty at any one time, one for each of:

All these persons to have either a mobile phone or a radio while on duty.

In case of doubt as to which is the right person to pass a DCM-level problem to, it gets passed to the Ops Chief on shift (Fiona Anderson, Mike Cheater or Eamonn Patton).

In case of disagreement between these persons, the problem gets passed to the Sofa (Fran Dowd) by them.

Ops Room Job Description

Each person is on duty for one shift a day, of approximately 3 hours. You are asked to turn up 10 minutes early for your shift, so the outgoing staff can brief you on things before they leave.

Ops Crew

You need no experience - you will get trained on the job.

The Ops Crew person receives incoming messages or personal callers, and decides what to do if the solution is obvious, otherwise they pass the message to the Ops Deputy to deal with.

Ops Deputy

Some experience is desirable, but not absolutely mandatory.

The Ops Deputy deals with messages or personal callers, and decides what to do, based on the Ops Manual. In cases of doubt they refer the problem up to the Ops Manager.

Ops Troubleshooter

Experience is necessary.

The Ops Troubleshooter tours the convention's other departments on a regular basis, to ensure the smooth running of the convention, by passing any problems to Ops that can be identified ahead of time by the departments. The Ops Troubleshooter will be sent to deal with problems that need a high-level decision given at the scene. Their decisions will be based on the Ops Manual, or they will use their discretion, or they will refer the problem up to the Ops DCM.

Ops manager

Experience is necessary.

The Ops manager sits in the Ops Room, letting the Ops Crew and Ops Deputies handle all incoming problems, until they decide a problem needs referred up to the Ops Manager. The Ops Manager will give a decision based on the Ops Manual, or use their discretion, or they will refer the problem up to the Ops DCM.

Ops Chiefs

Fiona Anderson, Eamonn Patton, Mike Cheater

Whichever is on shift will be contactable by radio or by mobile phone.

Will not normally do anything until or unless contacted by the Ops Manager or Ops Troubleshooter.

The Intuition Ops Room

The idea is to deal with all incoming problems at the lowest possible level. Only difficult problems will get passed on up the chain, and only truly horrendous problems will get up as far as the Ops Manager:

Ops Chiefs

Ops Manager

Ops Trouble-shooter

Ops Deputies (radio/front desk/telephone)

Ops Crew

All other areas

Problems

As the problem arrives, the Ops Crew person attempts to solve it, or passes it to the Ops Deputy. If the Ops crew are busy, they give the person some paper to fill in (listing name, time, type of problem, etc.). Then if the person can't wait, the crew will still be able to pick up on that problem when the busy time slacks off.

The Deputy then solves it, or passes it to the Ops Manager. The Ops Manager sits at their desk in the background letting everyone else get on with their jobs, drinking coffee and hoping to remain undisturbed. The Ops Manager may decide what to do about a problem, or to send out the Ops Trouble-shooter to take a look at the problem (and give an on-the-spot decision).

The Ops Trouble-shooter is not based in the Ops room. Instead they circulate round the Departments at the con to check if there are any predictable problems coming up that Ops ought to know about. The Troubleshooter is the mobile authority of Ops - they will make whatever decisions need to be made by Ops on the ground and inform the Ops Room of such decisions. The OT will have a radio.

General Remarks

A contact grid will be posted in the Ops room.

When not on duty, people should not be in the Ops Room. Several reasons include:

  1. The radio operators need quiet to hear properly. This is vital especially as new people get to grips with using the radio - they need every possible consideration.
  2. We need calm and quiet to deal with real emergencies as they occur.
  3. The Ops Room is a place of work - let's socialise elsewhere!

Shifts

The Ops Room will run on shifts of 3 hours duration mostly. Every 3 hours one complete crew is replaced by another entirely different crew. Thus a typical 0900- 0000 day will have 5 shifts. Late shifts will have less people on duty.

Should people discover at con that their assigned shifts clash with things they really want to see, then they can arrange to swap shifts with someone else, and they must make a note of this on the master schedule in the Ops Room with the agreement of the relevant Ops Managers.

The DCM System

This will be different from the normal UK Eastercon DCM system. Instead of having one person as DCM, we will be having a team of people to whom major problems can be referred. All Site, Finance, or Program problems should go to those departments. All other problems referred up by the Ops Manager or Ops Trouble-shooter should go to the Ops DCM who will deal with it.

DCM Level:

Ops Chiefs

Site Chief

Finance Chief

Programme Chief

Ops Room

Programme Office

All other departments

Should it prove necessary to ask someone to leave the convention then this must be authorised by the Ops DCM. The Ops DCM will arrange an appropriate refund for such individuals.

Convention Emergency Procedures

If for any reason it is necessary to evacuate, the order will be given by the Hotel. At all times the Hotel Staff or Emergency services will be in charge of the evacuation.

If an instruction to evacuate should occur then the duty technician or security person in whichever particular room (Programme room, Dealers' room etc.) will be responsible for the evacuation of that particular room. They will guide members to the nearest appropriate emergency exit and close the doors to the room afterwards.

Shift managers will be responsible for evacuating rooms under their immediate control. Under no circumstances are they to waste time securing equipment or cash. No piece of kit or amount of money is worth the risk. Rooms should not be locked under any circumstances - the risk of trapping some inadvertently is too great.

Mobile staff should head calmly to the nearest emergency exit.

Once outside, staff on duty should report to their shift manager. The shift manager should note any absences and report them and their last known location to the Ops DCM who will report missing staff (who they know were on duty) to the Duty Hotel person or to the emergency services.

The Duty Ops manager and Security Manager should continue to control their respective radio nets with hand helds, if possible.

When the "All Clear" is given all staff should return to their duty areas to secure any equipment and await further orders. If possible, we shall try to ensure that con staff are the first to re-enter the hotel.

Foreign Fans

There are no reduced rates for Eastern Europeans, as has been the case at other conventions.

Any problems should be attempted to be solved for them the same as for anyone else except those below, which should be referred to the Ops DCM immediately and to NO OTHER PERSON.

The following things might leave the convention (or you personally) financially liable for sponsoring immigrants' expenses:

Late Night Procedures

After the Ops Room has closed, there will no-one on duty from these Departments. A fan with a problem should contact whoever is DCM at that time, who should be wearing a DCM rosette and a staff badge.

The Art Show and Dealers Room will be alarmed after closing. Artists or Dealers who wish access after closure must be approved by the relevant Area Head and escorted either by Security or the relevant Area Head (Mark Plummer or Pat McMurray). Without the specific agreement of either Pat McMurray (Art Show) or Mark Plummer (Dealer's Rooms) no artist or dealer should be allowed access after closure.

Secure Store

We will be having a separate room for Secure Store on the accessable via the Ops room on the 2nd floor Britannia.

No item leaves the room without being noted

All items are checked back in when they are returned.

Health and Safety

Paul Billinger is i/c Health and Safety.

He will have a mobile phone.

Any directions given by Paul must be obeyed.

Paul's task is to ensure that the convention complies with existing Health and Safety legislation, not to deal with accidents as such (for which the first aider should be contacted).

Paul will be going round the convention to ensure that people are doing things in a safe way, and to ensure that the building is safe for our staff and attendees.

He is to be contacted in the case of any accidents, or any safety issues (e.g. unsafe equipment, hazards around the hotel), since he may have to either take up Health and Safety issues on our behalf with the hotel, or our suppliers, or to represent us at any subsequent enquiry into an incident, or to remind our own staff of safe working practices.

Electrical Items

All electric items must be tested and tagged / certificated by Tech prior to their use anywhere in the convention. Any untagged items found must be immediately reported to Tech, so they can test the items.

All staff are reminded that all equipment should be inspected before use for any obvious signs of damage or unfitness for use. If in doubt refer to Tech for testing.

Disabled Access

It is intended to try to arrange early access to the Art Show and Dealers Room for disabled fans (with a friend/helper), before the normal opening times. It is also intended to try to arrange reserved seating for disabled fans at the front of the main Programme Hall (the International Suite)

Weapons Policy

No weapons or facsimiles thereof will be allowed to be carried at the convention. This includes edged weapons, projectile firing weapons, any replica or facsimile weapons, or any other object the committee deems to be dangerous.

If an object looks dangerous enough to cause concern to the other convention attendees, please leave it at home.

The exception to this is the Masquerade.

Subject to the approval of the Masquerade Director, obtained in advance, a weapon may be used as part of a costume. However, arrangements must be made to transport the object to and from the event carefully wrapped.

Practical Details

  1. John Harold is responsible for checking all weapons round the con, and a No from him or his team is final.
  2. Giulia de Cesare is responsible for checking all weapons to be used in the Masquerade and a No from her is final.
  3. Should anyone other than a Security person be approached about deciding if a weapon is OK, they must immediately pass the person and their weapon to John Harold and his team for a decision. (this is to prevent people bugging every member of the committee in turn to try to get their weapon passed without getting an OK from Security)
  4. Weapons bought in the Dealers Room must be carried away carefully wrapped.
  5. Security may decide to ask the Ops Troubleshooter to come down to give a high-level No to someone who needs that type of crushing. But Ops will not overrule a No from Security concerning weapons.

Interaction with Security

John Harold is i/c Security.

The Security base is on the 5th Floor of the Jarvis Piccadilly.

There will be general doorwatchers / badgecheckers at various points around the con, e.g. entrance to Art Show / Dealers Room / Main Programme Hall etc.

There will also be roving teams, who will have radios, and who will report into their own Security base. They may also pass information to Ops, acting as our eyes and ears out there in the con.

Access to areas after they are closed (e.g. Art Show after hours) should only be allowed if authorised by the person in charge of that area, either directly at the time, or by a pre-supplied list of names from that Area Head to Ops.

Mark Plummer is i/c Dealer's Room

Pat McMurray is i/c Art Show

Our fan security may decide to liaise with the Hotel's own security as needed and will keep Ops informed of incidents that require such liaison.

Interaction with Tech

Clare Goodall is i/c Tech

The Tech base is on the 5th Floor of the Jarvis Piccadilly.

There will also be Tech on duty on the International Balcony on the 4th Floor. Any requests for Tech equipment must be passed immediately to Tech base, to be okayed and dealt with.

Tech will be on the Ops Room radio channel. Tech will hold the stocks of radios to sign in and out, in liaison with Secure Store, and also the battery rechargers - ensure your battery is fresh when you sign out your radio.

There may be portable items such as OHPs, mikes, or slide projectors to move between the programme Halls as needed, but these should only be moved if Tech has approved the move. Such items may be kept in Secure Store between events, if Tech decides to do that.

Interaction with Gopher Hole

Martin Easterbrook is i/c Gopher Hole

The Gopher Hole is based either in the Regent Room behind the Restaurant on the 3rd floor of the Jarvis Picadilly, contactable via a hotel phone,or via radio.

Departments may ask the Gopher Hole directly for gophers. The Gopher Hole will assign gophers as it sees fit, assuming there are enough available.

Should there be a lack of gophers, or any other reason to determine a priority as to who gets gophers, the Gopher Hole will ask Ops for a decision on that.

The Gopher Hole will have a phone and 2 radios, one of which will stay in the Gopher Hole, and the other of which may be taken out by a mobile Gopher Manager. They will be on the Ops radio net.

The mobile Gopher Manager will both check that gophers are not being overworked, and will liaise with other departments to identify future gopher needs, to make pre-recruitment easier.

Interaction with Information Desk

Nadja Tegen is i/c Information Desk.

The Information Desk will be on the 3rd Floor of the Jarvis Picadilly next to Registration and the main bar.

The Information Desk will monitor the Voodoo Board, and "Oh, All Right, Then" ribbons, and deal with fannish queries.

The Ops Room should keep the Information Desk regularly informed of anything that fans need to know.

The Information Desk will have a phone (shared with Registration) which they can use to contact OPS for fans with a problem..

Lost property may be handed in here, but will be stored in Ops. The Information Desk will keep a list of all lost property, together with who handed it in, where it was found, time, and day. They will provide Ops with a copy of that list, updated as necessary.

Interaction with Hotel Liaison

Steve Lawson is i/c Hotel Liaison

Steve or Kathy Taylor are the only persons allowed to ask the Hotel to provide extra services or equipment.

Ops will contact Steve or Kathy if there are any Hotel problems, or requests for extra services or equipment.

Problems with fans' room bookings should also be referred to Steve Lawson

Interaction with Finance

Alice Lawson is i/c Finance

Finance will have their own secret location.

Finance will be contactable by telephone.

The Ops Room will hold a float of GBP 50, to be spent at the Ops Manager's discretion. Receipts should be obtained for all items bought. If more money is needed, then Finance must be asked, and told what for.

Finance will keep control of the allocation of GRTs to all Areas.

Interaction with Sponsors

Steve Lawson is i/c Sponsors

Steve has all the details of deals made with the Sponsors, and most queries from Sponsors should be referred to him.

A list of sponsors will be posted in the Ops room.

If the problem is something really simple (e.g. they want some gophers) then Ops should deal with that problem, but note these details for Steve:

But all problems that are any more complex should be passed to Steve

Interaction with Programme/POD

The Programme/POD Chiefs are Maureen Kincaid Speller, Claire Brialey, Amanda Baker and Alice Lawson.

The Programme Manager will be contactable on radio or mobile phone

The Programme Manager on duty will inform Ops of any programme changes, and will deal with any Guest problems.

Ops will also ensure that the Information Desk is also informed as necessary.

The Film Programme will be located in the 'Shire Suite on the 1stth Floor of the Britannia. The convention has obtained performing rights clearances. Any person with any queries about films should be referred to Jim De Liscard or the Programme Manager on duty.

The Film Programme will run Friday 4pm - 2am, Saturday & Sunday 10am-2am & Monday 10am-12noon.

Jim De Liscard will collect the final film for each day from the OPS secure store before the OPS room closes at midnight

Interaction with Green Room

Mike Westhead is i/c Green Room, whilst Alice Lawson has committe responsibility for it.

There will be a Green Room in each Hotel:

The Jade Green Room will be in the Boardroom Suite on the Mezzanine floor of the Jarvis Picadilly.

The Bottle Green Room will be located at 1st Floor Landing Zone of the Britannia.

The Green Room looks after programme participants.

Interaction with Newsletter

John Dowd is i/c Newsletter.

The Newsletter will be in one of the rooms on the 5th Floor.

Interaction with Press Liaison

Paul Treadaway is i/c Press Liaison.

Paul will be mobile, and will have a radio or mobile phone (Which will be recorded in Log)

All queries from the Press must be referred to Paul to deal with.

Press from newspapers etc. will be allowed into the convention, once Paul has been informed of their arrival.

TV crews will not be allowed in - but Paul must be contacted so he can deal with them.

Interaction with Registration

Kathy Taylor is i/c Registration Registration is located on the 3rd Floor of the Jarvis Picadilly, between the main bar and the International Suite.

Registration will have a phone which they will share with the Information Desk during opening hours..

Registration opening hours are:

Reg Opening Times
Day Times
Fri 10am-8pm
Sat 10am-6pm
Sun 10am-4pm
Mon 10am-12pm
After Registration closes, their stock will be locked in the store room immediately behind their booth, except for a limited amount of stock and the badge machine and badge parts, which will go to Ops.

After Registration closes, Ops will deal with anyone wanting to register late.

The membership rates are:
Membership Category Full attending One day
Adult(16 or over) £40 Fri £15, Sat £20,Sun £20, Mon £15
Junior(10-15 & accompanied) £20 Fri £7.50, Sat £10, Sun £10, Mon £7.50
Child (5-9 & accompanied) £5 £2 for any one day
Infants Free Free

Colours of One Day badges will be posted in the Ops room.

Ops will keep a note of all new memberships issued, according to the Registration system, which will be given to Registration the next morning.

Lost Badges should be reported to Ops, who will also inform Security. The person should be directed to Registration for a replacement.

Late night lost badge procedures are TBD but the general case is that Ops will issue a first replacement badge for a charge of £5. The procedure will be in line with the Registration manual (It is probable that the proceduures will simply reference the Registration manual)

Interaction with Art Show

Pat McMurray is i/c Art Show The Art Show is located in the Britannia Suite on the Ground floor of the Britannia Hotel and in the Picadilly Suite on the Ground floor of the Brittania.

Gophers may be needed to help with transporting artwork for the Art Auction (time to be deceided) in the Crystal Suite of the Britannia Hotel. Pat will advise the Gopher Hole in advance if he wants this.

Gophers will be needed to assist with the set up and teardown of the artboards, at the beginning and end of the convention. Please ensure that the Gopher Hole is aware of recruitment needs.

Art Show comes under Programme/ Pod, and therefore queries concerning them should be directed to the Programme office.

Opening hours are:

Art Show Opening Times
Friday2pm-6pm + 6pm-7pm (special access only)
Saturday10am-6pm
Sunday10am-1pm

Interaction with Dealers Room

Mark Plummer is i/c Dealers Room.

There are three Dealer's Rooms, beside each other on the 4th Floor of the Jarvis Picadilly:

The Smoking Dealers Room is in the Park Avenue Suite.

The non-Smoking Dealers Room is in the Park Suite, which can be divided into 3 parts (Hyde Park, Central Park, and Victoria Park).

The third one will be in the Video Theatre Room.

There may be early access arranged for disabled fans (with a friend), refer any queries to Mark Plummer or Roger Robinson.

Any dealer wishing access after hours should be referred to Mark Plummer

If Mark Plummer and Roger Robinson are unavailable, the dealer's room comes under Programme/ Pod, and therefore queries concerning them should be directed to the Programme office.

Opening hours are:

Programme Office Opening Times
Friday2pm-6pm
Saturday11am-6pm 10am-11am (special access)
Sunday11am-6pm 10am-11am (special access)
Monday10am-2pm

Masquerade

Giulia de Cesare is i/c Masquerade

There may be a Masquerade photocall before the event.

Queries about this should be directed to Giulia.

Flash photography is forbidden during the actual event, due to safety concerns for the contestants. Participants in costumes with restricted vision on a darkened stage could have an accident if temporarily blinded by a flash.

Photography at other events will not be subjected to a ban on flash.

Should programme participants object to photography during their items, the panel moderator or Programme staff will make an announcement before the item starts. They could either ask for a blanket ban, or a ban during the item, with a photo session at the end of the item.

Unless such an announcement is made, there are no restrictions on photography.

Video cameras will be allowed in positions where they do not interfere with the enjoyment of the audience. They must be run on batteries only unless carrying an authorisation from Tech (in addition to a PAT certificate).

Radio, Bleeps and Telephones

There will be a list of exactly who is on bleeper kept in the Ops Room and the Program Office. This list is not to be handed out nor are the numbers to be given out to anyone who asks for them. Ops and Program Office are the only people who should be bleeping people. Since this list is only in these 2 places, people bleeped need only check in with Ops or Program to find out why they have been bleeped.

Many people will have mobile phones as well as bleeps - they should be bleeped first, and then they will call Ops or Program Office - this will avoid any disturbance in program areas.

There will be two sets of radios:

There will be several radio channels. One will be used and controlled by the Ops Room. One will be used and controlled by Security. The others are spare for one-to-one conversations - but such conversations are only allowed after a request has been made to the Ops Room to use one of those channels, and permission (and a channel) given by the Ops room.

Radios for general use will be stored in the Ops room, and signed out and in again. Security will handle their own radios.

Only certain people will be allowed to have a radio, depending on their job function.

The use of radios must be strictly controlled, in order to avoid confusion and chaos.

Having them stored in the Tech room also allows the techies to recharge batteries and look after them generally

The radio operator in the Ops Room is in charge of the Ops radio net: They will control who is allowed to speak at any time.

People having radios on the Ops net may include:

Some of the people on this list may have bleeps or mobile phones instead

Handy Hints for using a Radio

1. Use the telephone instead. The less people use the radios, the less confusion arises.

2. Sign your radio out from the Tech base at the beginning of your shift, and sign it back in at the end of your shift. This will let Tech keep track of the radios, and give them an opportunity to recharge the batteries as well.

3. Do not press the switch until you are ready to send. This jams all the other radios, and no-one else can speak until you stop pressing that switch. When you wish to speak, press the transmit button and hold for about 1 second before speaking - this will ensure that your first word will not be lost.

4. All calls go to Ops, if you are on the Ops radio net (Stewards have a different radio net), and Ops controls the Radio net. It makes no difference what the rank of the caller is, or which department they are - if they are on the Ops Radio net, then they must obey the instructions of the Ops Room base station radio operator.

5. If Ops tells you to wait, don't try calling again for 5 minutes. if they are telling you to wait, it is because they are busy with other problems.

If you are the Ops radio crew

6. Tell the caller to wait in any case where you are doubt what to say or do. This gives you time to get advice and help.

7. The Ops Deputy Manager is there to decide what to do about problems. They may also give you messages to send out. Any really awful problems will be given to the Ops Manager by the Deputy.

8. As long as you keep calm you will be OK on the radio.

Radios - general Outline and Procedure

At a con you may have up to 15 people on the radio net at anyone time. Who can speak is controlled by the Ops Room radio crew, and all persons on the Ops radio net must adhere to the procedure set out below. It doesn't make any difference if the person has other experience of radio usage - only the usage set out here will be used, in order to avoid confusion arising as several different people attempt to use the several different systems, that they ma have been trained in elsewhere.

If you want to speak you start with

Ops will then either let you go ahead or stop you while someone else is dealt with.

e.g. "Hello Ops, this is Green Room, over"

"Ops to Green Room, go ahead, over"

"Green Room here, we need a gopher, over"

"Ops to Green Room, OK we'll arrange that out"

or "Hello Ops, this is Green Room, over"

"Ops to Green Room, wait, out"

Radios are very tempting to chat on, but you should resist this urge.

Radios should be kept for problems that need quick responses.

What follows is a detailed explanation of radio terms, with some examples of good and bad use, plus a few handy hints at the end.

If you think any conversation is likely to need a follow up get the full name of whoever you are speaking to as well as their department. E.g. Steve Richardsons in the Green Room not just Steve in the Green Room - there are a lot of people with the same first name, and they will all inevitably be working in the same department just to maximise confusion!

Radio Terms

Let's look at that example again.

"Over" you have finished your sentence, but not your conversation.

"Out" you have finished your conversation.

If the Ops Room says "out" to any caller, then the conversation is terminated forthwith.

Examples

1. "Hello Ops, this is the Fan Program, over"

"Ops to Fan Program. Go ahead, over'

"Fan Program here, we need some blu-tack over"

"Ops to Fan Program, OK we'll send some along, out"

2. "Hello Ops, this is the Fan Program, over"

"Ops to Fan Program, wait, out"

You should not call Ops again for at least 5 minutes after being told to wait. (Ops is busy with some other problem.)

3. "Hello Ops, this is ……………garble. garble"

You are not being heard clearly - this can happen even when you can hear everyone else OK. This is due to the peculiarities of a site itself. Go somewhere else and then try again.

4. "Hello Ops, this is the Green Room, I need 5 gophers to move tables and chairs, over"

"Ops to Green Room, OK on the gophers, but next time PLEASE wait for Ops to give the go-ahead before starting your message THANK YOU, out"

Remember that these people are trying to be helpful so always use PLEASE and THANK YOU when telling people off.

5. "Hello Fan Room, this is the Green Room, over"

"Ops to Green Room, PLEASE put your call to Ops first THANK YOU, out'

If you let people bypass Ops and talk to each other directly, everything soon turns to chaos.

6. "Hello Ops, this is the Green Room, over"

"Ops to Green Room, go ahead, over"

"Green Room here, request permission to talk to Fan Program direct, over"

"Ops to Green Room, NO, use the phone or send a runner. Out"

It Is unlikely that anyone will have a good reason to bypass Ops on the radio net.

7. "Hello Ops, this is the techie in Hall 3, over"

"Ops to Hall 3 techie, go ahead, over"

"Hall 3 techie to Ops, request permission to talk to Tech Manager directly, over"

"Ops to Hall 3 techie, permission granted out"

"Hall 3 techie to Tech Manager, over"

Thus is the exception to (5). Occasionally someone has a very good reason to talk to someone else direct, but you should only let them do it if they have asked your permission and if you think their reason is a good one, and if we have nothing urgent going down. But not otherwise.

Some Sample Problems

Tech Problems - Examples

1. A techie reports his kit is malfunctioning and will need to be shut down for repairs.

Report this to the Tech Duty Manager, and to Program Ops (since this will probably affect program items in that location).

2. A techie reports his kit is dangerous, and that the Hall he is in may need to be evacuated.

Tell him to shut off the power to the kit

Tell the Tech Duty Manager to go there immediately

Tell Hotel Security, so they can go and look - they will decide if an evacuation is to be ordered.

Inform DCM Ops and Paul Billinger (Health and Safety). Prepare for evacuation procedure - but do not start is unless the hotel order it - and then only if it is ordered through the Hotel Duty Manager.

Security Problems - Examples

1. Theft in Dealer's room (sometimes)

2. Con attendee has lost all their cash and credit cards (sometimes) 3. Con attendee has lost their passport (sometimes) 4. There is a group of kids playing with toy guns in convention space (common) 5. There is a group of people wearing costumes with weapons round the con (sometimes) 6. Someone comes to you to get their weapon okayed (sometimes) 7. There is a fight between two men (very rare) 8. There is a fight between a whole group of people (very rare) 9. People turn up with forged convention badges (sometimes) 10. A guest has lost a very valuable piece of jewellery (rare) 11. A foreign diplomat turns up (Likely) 12. A foreign diplomat turns up with Secret Service men (unlikely) 13. While the diplomat is still there, there are people moving electrical (unlikely) equipment around (for legitimate reasons). This makes the Secret Service nervous. 14. There is a series of hoax phone calls about a bomb threat. (possible) While a number of the problems here are tagged as "rare" or "unlikely': they are all taken from situations that actually happened at cons in the past.

Radio Problems - Examples

1. Someone is making minor mistakes in following the Radio Procedure

2. Someone is pressing their radio switch down all the time, so the system is jammed. 3. Someone is totally ignoring the Radio Procedure, by not talking to Ops. 4. Someone asks permission to talk to someone else directly. 5. Someone is aggressive to you on the radio. 6. You cannot understand what the person is saying, because of their accent.

    Children - Problems

    We are not providing childcare via the convention.
    Members who want childcare services must make their own arrangements.

    1. Lost child (under 5 years old) somewhere in the convention areas

    2. Lost child (under 12 years old) 3. Lost child (under 16 years old) 4. Children causing havoc - racing round in convention chasing each other. 5. Children causing havoc - a small group doing petty thefts for dares in the Dealer' s Room Do not touch any children or parents - ask Hotel Security to deal with difficult types.

    If it is likely that someone will need to be excluded from the convention, call in the Ops DCM immediately, as that is the only person who can authorise an exclusion.

    6. Children causing havoc - being rude to congoers - shouting and causing upsets.

    7. Sick child. Generally fannish children are well behaved and you are unlikely to encounter the behavioural problems here - though it has happened on odd occasions.

    Ops Shifts

    Thursday

    Shift times Manager Troubleshooter Deputy Crew
    1200-1500    
    1500-1800    
    1800-2100    
    2100-0000    

    Friday

    Shift times Manager Troubleshooter Deputy Crew
    0900-1200    
    1200-1500    
    1500-1800    
    1800-2100    
    2100-0000    

    Saturday

    Shift times Manager Troubleshooter Deputy Crew
    0900-1200    
    1200-1500    
    1500-1800    
    1800-2100    
    2100-0000    

    Sunday

    Shift times Manager Troubleshooter Deputy Crew
    0900-1200    
    1200-1500    
    1500-1800    
    1800-2100    
    2100-0000    

    Monday

    Shift times Manager Troubleshooter Deputy Crew
    0900-1200    
    1200-1500    
    1500-1800    
    1800-2100    
    2100-0000    

    Procedures - Simple Problems

    Opening and closing Ops Room and Offices:

    We will hold the keys for the Offices in the Ops area.

    These should be held by the Ops DCM when the Ops Room is closed. During the day these keys will be kept in the Ops Room, by the Ops manager on shift. Ops will open at 0900 am, and will close around midnight.

    Art show keys will be held by Pat McMurray.

    Dealer's Room keys will be held by Mark Plummer.

    Brittania keys will be held by the Ops room.

    Ops Room key will be held by the Ops DCM.

    Jarvis Keys will be held by the Programme Office or the Convention Security Office on the 5th Floor (Check Ops log book to find out which).

    Priority Users:

    If you have several problems at the same time, or there are competing requests for the same equipment/ personnel then these get priority:

    1. Emergencies - fire/medical/bomb/evacuations
    2. Health and Safety problems
    3. Security and Tech requests
    4. program office requests
    5. anyone else

    Log Books:

    These are not to write every single problem in. The purpose of a log book is to help you brief your successor who will turn up 10-15 minutes early on shift for that purpose.

    Only write down those problems which:

    1. are likely to recur later
    2. are likely to need follow up action later
    3. require you to call in the DCM
    4. any security situations
    5. any medical situations
    6. any sponsors problems
    7. contractual - who authorised/requested the Hotel to do whatever extra work. Note that, all such requests must have the approval of Margaret Austin before they can be permitted to be made to the Hotel (these are the types of requests that could cost us lots of money, no matter how trivial they may seem to you.) Entries in the log should be under these headings:
    date	time	incident		action taken		follow up needed?
    
    
    Entries for medical situations should be under these headings
    Name of injured person
    Badge number of injured person
    Date and Time
    Nature of injury
    How it occurred
    Where it occurred
    Who attended the injured person
    Reported to Paul Billinger, our H+S officer.
    First Aider called - which one?
    Ambulance called - which hospital is the person being taken to?
    Was the person entitled to be at the accident location?
    Follow up action needed?
    
    Anyone in the Ops staff on duty may read any of the 3 logs, to familiarise themselves with everything that has come in.

    Normally there are 3 logs - one for each Deputy and one for the Manager.

    Language Translations:

    These are TBD at the time of writing. Should specific procedures be required, they will be posted in the Ops room.
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