Come Watch Us!

Volunteer Usher Handbook

Dear Volunteer Usher,

Thank you for giving your time and energy to the Volunteer Usher Program for North Central Ballet). You play a vital role in the smooth operation of our performance, which could not happen without your participation.

We are grateful that you have volunteered to ensure that our patrons enjoy their experience when attending a show and that they receive the best possible customer service while they are here.

In the following, you will find information about policies and procedures, including: expectations of volunteers; job descriptions and duties; appropriate attire and rules and safety guidelines.

Sincerely,

Les Jordan, Director

Volunteer Qualifications and Requirements

Volunteer Qualifications:

• Must be at least 18 years of age
• Must be able to walk up and down stairs and/or stand freely for periods of up to one hour or longer
• Must be willing to interact with patrons, staff and other volunteers in a courteous and friendly manner
• Must be well groomed
• Must be able to keep calm during emergencies
• Must be able to accept authority and follow directions in a professional manner
• Must be able to work with a diverse group of patrons, staff and volunteers.

Although volunteers serve mainly as ushers for performances, they may also perform other duties such as selling concessions, serving as lobby greeters, stuffing programs and assisting at special events.

Volunteer Usher Job Description and Duties

When volunteering for an event for North Central Ballet, you will be assigned to work at a specific station. Your assignment will be given to you during the usher meeting held one (1) hour preceding the opening of the lobby doors. Each position has its own job description delineated below. However, there are certain responsibilities and expectations that apply to all volunteers, regardless of show assignments.

Responsibilities of all NCB volunteers

As volunteer ushers, you are first and foremost the “face”of North Central Ballet–the first people that our patrons come in contact with when they come through the doors. Your attitude, appearance and quality of service all reflect on North Central Ballet. It is important that our patrons feel welcomed and that each contact with an usher is a pleasant one.

We encourage you to smile and be friendly with patrons, welcome them to the performance when they enter and thank them for coming when they leave, help them with their questions, and be sensitive to those with special needs. We want all patrons to leave the performance with a positive feeling and eager to return.

Although it may not happen often, there are times when you may find yourself at a loss for how to handle a specific situation with a patron. If there is a case where you do not know the answer to a question, find yourself in an unpleasant or difficult position that you cannot easily resolve, or if you encounter a complaint or a suspicious situation, please contact your lead usher. Please do not guess or assume an answer to a question you are unsure of.

Similarly, if there is ever a difference of opinion between ushers, please direct your concerns to the lead usher for direction.

It is important to NEVER touch a patron, adult or child, unless offering an arm for assistance (and only with the patron’s permission) or responding to an emergency.

Know and learn the locations of:

°Restrooms

°Drinking Fountains

°Concessions

°Lost and Found

°First Aid

°Telephones

°Box Office

°Fire alarms

°All exit doors

°Wheelchair access

• Learn the layout of the facility, including seat locations, so you can direct patrons to the proper doors as well as their seats.

Remember to report to the venue one (1) hour prior to the start of the show, as this is when the pre-show usher meeting takes place and when all of the important information regarding each specific event is given to you. This is also when you will receive your assigned job for the event.

Be well informed about the event, including running time of the show, length of intermission, whether there are concessions or merchandise sales, and if the performers will be available for pictures after the show. This information will be given to you during the usher meeting held one (1) hour prior to the opening of the lobby doors.

Check the area you are assigned to work to make sure it is clean and everything is in working order. If you notice that anything is wrong or needs to be fixed, please notify the lead usher immediately.  If you find any lost or forgotten items, please make a note of where you found them and turn them into the House Manager’s office.

Please direct patrons to the Box Office window if they wish to purchase tickets or if they need to pick up tickets at Will Call.

If anyone requests free entry into the performance and you have not already been informed of this arrangement, please ask them to step aside while you locate the lead usher.

Ushers will stand in the lobby in order to answer questions from patrons, direct them to the closest doors to their seats and will remind them that food and drinks (except bottled water) are not allowed in the theatre, and they must consume them before entering.

One Lobby Usher must remain in the lobby during the performance, but can rotate with ushers that are inside the theater to provide breaks.

Once doors are opened, you will check patrons’ tickets, help them locate their row and seats and escort them to their seats, if necessary.

Always remind patrons to watch their step.

Ushers will remove strollers, walkers, wheelchairs, and place them in the lobby for storage until intermission or the end of the show.

Please tell patrons that you are placing them in a secure location so they do not cause a safety hazard and that you will return those items to them at intermission, or the end of the show, or whenever the patron needs them.

When the lead usher instructs the House/Door Ushers to close the doors, ushers should stand at their posts, inside the door, to be ready to escort any late patrons.

Depending on the show, there will be instructions regarding when and where late-comers may be seated. Those details will be given in the pre-show usher meeting.

Doors should remain closed throughout the performance.

Throughout the show, ushers should continuously monitor the audience for anyone taking pictures or video, eating or drinking, or simply needing assistance.

If you see someone taking pictures when it is not allowed, or eating, please politely ask them to stop and inform them that it is not allowed.

Any patrons who come in after a performance has started or who need to leave during a show, should be escorted with a flashlight. Please be careful to keep the flashlight pointed downward so that it does not distract the performers.

At the end of the show, when the house lights come on, ushers should open the doors, and remain standing there until all patrons have exited. Be sure to thank patrons for coming, and wish them a pleasant day or whatever greeting you choose.

Special Needs Escort Usher

Escorts patrons, usually seated in Row R, who have wheelchairs or walkers.

Patrons needing special assistance will be escorted to their seats by the Special Needs Escort Usher BEFORE the doors open for the general public.

The lead usher will let you know when it is time to begin escorting special needs patrons into the theater. During the trip down to the patron’s seat, it is nice to introduce yourself, let the patron know if there is an intermission and how long the show is, and to feel free to call on you if they need anything.

If the patron is transferrable to a regular seat, walkers, wheelchairs, or any other apparatus will be held in the lobby, for safety reasons.

The usher will explain to the patron that these will be returned at intermission or at the end of the show or any time patrons need them.

The Accessible Escort Usher may not aid in the transferring of a patron. If a disabled patron appears to need other assistance, you may offer it, but do not do anything before asking them and make sure you have permission to assist them in any way.  Be sure to speak to the patron and not just their escort.

ATTIRE

Women:

°Black slacks or black skirt with black stockings (no jeans)

°White blouse, dress shirt, or sweater (no t-shirts or sweatshirts)

°Black, low heel, comfortable, closed toed-shoes*

°Black sweater or jacket when needed

Men:

°Dark dress slacks (no jeans)

°White shirt

°Dark jacket, if desired

°Dark tie

°Dark, closed-toed shoes*

*No open-toed shoes unless it is by medical request and authorized. In this case, dark socks must also be worn.

Performance Day Schedule

The Box Office opens one(1) hour prior to show time for the Saturday evening 7:30 and Sunday 2:00 PM performances.

Volunteer Call Time is one(1) hour prior to show time

Pre-show volunteer usher meeting is held one (1) hour prior to show time.

Specific usher positions are assigned. Also, information about running time, intermission, concessions, merchandise sales, handicapped seating, media and special guests, and any other important facts about the performance, is given at this time.

IT IS VERY IMPORTANT TO ARRIVE ON TIME AND TO HEAR ALL OF THE INFORMATION SHARED AT THIS MEETING.