Stewards support three connected aims: safety, security and service. They help spectators move safely, recognise risks early, communicate clearly, and report concerns through the correct chain of command.

Preparation starts before spectators arrive. Attend briefing, know your position, supervisor, radio procedure, expected crowd profile, risks, emergency routes, lost person process and reporting method.

• Check uniform, PPE, ID and equipment.
• Understand your limits and escalation route.
• Know venue geography: exits, toilets, first aid, control room, accessible facilities and safe areas.

Hazards include blocked gangways, damaged barriers, spills, trip hazards, overcrowding, poor lighting, weather impacts, fire risks and behaviour that could create danger.

Follow the venue search policy. Do not touch unattended or suspicious packages. Keep people away, report clearly, preserve the area and follow control room or emergency service instructions.

• Use respectful communication during searches.
• Know what items are prohibited by the event.
• Escalate refusal, aggression or suspicious behaviour.

Safe movement depends on clear routes, visible information, balanced flows and early recognition of congestion. Keep gangways and exits clear. Report crowd pressure, queue build-up or route conflict early.

Prohibited items vary by event but may include weapons, pyrotechnics, alcohol, drugs, glass, drones, large bags or items listed in ticket conditions. Follow local procedure and avoid unsafe confrontation.

Good service reduces frustration and improves safety. Listen, reassure, give accurate information and know when to refer to a supervisor, safeguarding lead, medical team or accessibility support.

• Use calm tone and open body language.
• Do not guess. Check information if unsure.
• Respect dignity, privacy and accessibility needs.

Warning signs include crushing, pushing, distress, reversed flow, people climbing barriers, blocked routes, sudden stops, surges, intoxication clusters and rising frustration.

Examples include aggression, disorder, hate abuse, pitch incursion attempts, throwing objects, intoxication-related risk and harassment. Observe, report, record key details and seek support before intervening.

Procedures create a coordinated response. Follow control room instructions, supervisor directions, radio protocol and emergency plans. Never create conflicting instructions for the crowd.

Use calm voice, respectful language, clear choices and active listening. Keep safe distance, avoid insults or threats, and do not crowd the person. Your aim is to reduce risk, not win an argument.

Conflict may require supervisor support, ejection procedures, police involvement, safeguarding referral or medical support. Record facts, witnesses, location and actions taken.

Your role is to protect the scene, call appropriate help, reassure the person and prevent further harm. Only give first aid if trained and authorised. Provide accurate information to medical staff.

Emergency procedures may cover evacuation, invacuation, lockdown, fire, severe weather, suspect packages, structural failure, disorder or medical major incidents. Follow the plan and communicate consistent instructions.

Work as part of the safety management system. Be punctual, briefed, professional and ready to support colleagues. Share information promptly and follow the chain of command.

Effective teams use clear communication, trust, role clarity and mutual support. Watch for colleague fatigue, stress or isolation, especially during long deployments or high-pressure incidents.

Reflect after each event: what went well, what was difficult, what you reported, what you learned and what extra training you need.

Report near misses, repeated issues and practical improvements. Examples include unclear signage, queue pinch points, radio dead zones, confusing briefings or common spectator complaints.

Scenario: It is 10 minutes before kick-off. Queues are building at one entrance. A spectator is angry about the delay. Another steward reports a blocked vomitory route. A child appears separated from their group.

Your priorities:

1. Report crowd build-up and blocked route to supervisor/control.
2. Keep routes clear and support safe movement.
3. Use calm communication with the angry spectator.
4. Follow lost child/vulnerable person procedure.
5. Record key details after the incident.