Concerts & tours
How to coordinate with venue staff and security to report and manage suspicious behavior while maintaining safety.
Event safety hinges on proactive communication with venue personnel; learn practical steps to report concerns clearly, coordinate responses, and keep audiences calm without compromising security or accessibility.
Published by
Charles Scott
August 07, 2025 - 3 min Read
In a live event setting, clear channels of communication between performers, organizers, and venue staff are essential for promptly identifying and addressing suspicious behavior. Establish a pre-show briefing that outlines who to contact for different issues, from crowd disturbances to potential entry-point threats. Assign a dedicated point person responsible for relaying information to security and management, ensuring messages are concise and actionable. Provide staff with a simple card or digital checklist that highlights common indicators of risk and the exact steps to take when something unusual is spotted. Regular drills and post-event reviews reinforce procedures and help teams adapt to evolving threat landscapes.
Start with a calm, neutral report that avoids sensational language while conveying critical details. Include what you observed, when it happened, and where it occurred, along with any distinguishing features such as clothing, behavior, or suspicious activity patterns. Use objective phrases like “unusual movement near the loading dock” or “someone tailing venue staff near emergency exits.” If possible, reference known risks from the venue’s risk assessment so responders understand the context. Preserve the integrity of the scene by not confronting individuals directly; allow trained security to assess and intervene. After submission, confirm receipt and await guidance through the established chain of command.
Timely, precise reporting helps responders act with confidence and speed.
The backbone of effective response is an established chain of command that maintains order while avoiding conflicting instructions. Create a clear ladder of authority, from floor supervisors to the security liaison, to prevent hesitation or duplicate actions when something suspicious arises. Encourage staff to request permission before escalating beyond routine procedures, unless there is an imminent danger. Regularly update contact lists with mobile numbers and radio channels so teams can switch to backchannel lines during crowded moments. A well-practiced script for briefing security teams helps ensure that urgent observations are transmitted quickly and accurately, reducing the time needed to make informed decisions.
Empower venue staff to make rapid, context-aware judgments without compromising safety. Train them to recognize patterns that often precede bigger problems, such as unusual crowds around restricted areas, repeated loitering near service entrances, or unusual attempts to bypass security checks. Reinforce a culture where staff feel comfortable notifying supervisors at the first sign of risk, even if it seems minor. Provide a concise decision framework: observe, document, report, and wait for instructions. This approach helps keep incidents contained while avoiding escalation through rumors. After-action reviews should extract lessons, refine protocols, and adjust staffing allocations accordingly.
Security teams rely on coordinated information for rapid, decisive action.
When drafting a report, emphasize observable facts over interpretations or guesses. Note exact times, locations, and appearances without labeling motives. If you witness multiple individuals acting in concert, describe their movements and proximity to one another rather than speculating about intent. Include environmental context, such as lighting conditions or nearby crowd flows, which can influence how responders interpret a situation. Maintain objectivity by avoiding emotional terms and focusing on concrete details. Ensure that your documentation aligns with the venue’s incident criteria to avoid misclassification. Accurate records support security decisions and help protect innocent attendees.
Communication during a developing event should be succinct and prioritized. Use predefined phrases that convey urgency when needed, but avoid alarmist language that may trigger panic. For example, use standardized codes or buzzwords that your team has rehearsed, so responses are predictable and coherent. When possible, provide directional cues, such as “security on east balcony, respond to door 3,” to expedite coordination. Always verify that your message has reached the intended recipient and note any gaps in coverage. A culture of meticulous, consistent reporting reduces confusion and improves overall safety outcomes.
Training builds confidence and reduces response times in crises.
In-person collaboration between staff and security during a report should be proactive and transparent. As soon as a concern is detected, the designated liaison should step forward to translate observations into actionable requests for security teams. This collaboration helps bridge any gaps between event staff’s knowledge of the venue and security’s risk assessment capabilities. Share visuals, if appropriate, such as location maps or camera viewpoints, to supplement verbal briefings. Maintain a calm, professional demeanor to prevent misunderstandings that could escalate tension among attendees. The goal is to preserve safety while minimizing disruption to performances and guest experiences.
After initiating contact, maintain ongoing dialogue with security to monitor evolving conditions. Expect successive updates as responders arrive on site, assess the scene, and implement control measures. Document each stage of the response, noting which units are engaged and what actions are being taken. If a situation shifts toward a higher threat level, be prepared to adapt the communication plan quickly, switching to more secure channels or adjusting access points. Debriefing with security after the incident is essential for learning and for refining future procedures, ensuring lessons translate into safer, smoother events.
Practical steps ensure everyone knows how to act when something feels off.
Regular scenario-based training helps teams internalize the response framework and minimizes hesitation under pressure. Include exercises that simulate crowded venues, restricted-area breaches, and possible miscommunications among staff. Practice both the reporting process and on-the-ground movements of security teams, so participants gain muscle memory for each role. After each drill, gather feedback from attendees and observers to identify friction points, such as ambiguous directives or radio dead zones. Use the insights to revise checklists, update contact sheets, and refine escalation thresholds. Training should be engaging and relevant to the specific venue layout and event type.
Continuous improvement relies on honest, data-driven reviews that respect privacy and safety. Collect de-identified incident data, including response times, decision points, and outcomes, to track patterns over time. Analyze whether certain entry points are more prone to suspicious activity or if particular staffing configurations yield faster interventions. Share high-level findings with all stakeholders to foster a culture of safety without overexposure. When appropriate, incorporate best practices from similar venues or industry guidelines, adapting them to your local context. The aim is to strengthen resilience without dampening the guest experience.
The first principle is visibility—make sure staff can observe and report without exposing themselves to risk. Use clearly marked sightlines, illuminated signage, and unobstructed routes to exits so attendees and staff can move safely even during an alert. Next comes accessibility; ensure there are reachable 24/7 contact points for security, with devices that work in crowded conditions and noisy environments. Finally, emphasize accountability; every report should be traceable to a responsible person who can authorize follow-up actions. By embedding these elements in daily routines, venues foster a resilient atmosphere where cautious behavior is encouraged, not stigmatized.
In the end, the objective is to strike a balance between vigilance and hospitality. Treat security as a shared responsibility rather than a policing constraint, inviting staff and volunteers to participate in safeguarding guests. Use respectful communication that preserves dignity while conveying urgency when needed. Build trust across departments by acknowledging good practices and promptly addressing gaps. When witnesses feel empowered and supported, they report earlier and more accurately, enabling security to deploy measured responses that minimize disruption to performances. A well-coordinated system yields safer experiences, preserves artistry, and sustains the confidence of audiences long after the show closes.
