SLIDE 18 Incident Management Process
First Aid/Medical Incident:
Brewery: Raise alarm to Brewery House Manager or supervisor. Basecamp: Raise the alarm to info desk. KMF Duty First Aiders will be on call. Leisure Centre: Raise alarm to venue manager or member of leisure centre staff Town Hall: Raise alarm to venue manager or town hall steward. Satellite Venues: Call 999 if no first aiders present. Do not delay calling 999 if you are unable to locate a first aider.
Incidents or confrontational individuals:
Non-confrontational approach. Do not feel you need to get involved. Common sense approach. Raise alarm to a supervisor, security guard or venue manager. If isolated call Police on 999.
Complaints Traffic Light System:
- Green (minor issue or complaint): Deal with the situation as best you can. Take note or refer to info desk if in doubt.
- Amber (moderate complaint): Refer complaints you do not feel you can deal with at the time to the information desk or venue
manager and they can complete a complaints form which will be responded to after the event. Alternatively they can use the complaints form on the website. Complaints will be responded too after the festival.
- Red (serious complaint): As per amber but information desk staff to summon a member of the core team or a director as needed
using radio, phone or WhatsApp. Always assume in any interaction, unless there is evidence otherwise, that the individual has a valid complaint
