Download - MIG
BEGOC
MIG - Mingachevir
Venue Coordination Centre (VCC) Operating Plan
Venue Management (VMG)
28.04.15
Introduction
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Venue C4: The right person, with the right tools and information in the right place, at the right time.
Document Summary
VCC Operating Plan
PurposeThis Operating Plan details the delivery of the key Communication, Coordination, Command and Control (C4) space on venue, the Venue Coordination Centre (VCC). The document forms part of the Venue C4 suite of documents that are underpinned by the principles outlined in the BEGOC C4 CONOPS v2.0.
This document is venue specific and designed to be a training and communication tool for detailing the tools, systems and processes of the fundamental Venue C4 activities on venue. It exists in English and Azerbaijani versions. Although owned by Venue Management (VMG), this is a cross Functional, multi stakeholder plan that requires a collaborative implementation.
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Games Wide C4 and Venue C4
VCC Operating Plan
A coordinated approach…The Games-Wide, Venue and Function C4 frameworks have been designed under an overarching C4 Strategy that aims to ensure five key objectives:
• Simplicity and consistency within a multi-lingual language context• Empowered and timely decision making• Shared situational understanding• Agreed roles and responsibilities• Flexibility
The VCC activities outlined in this plan are engineered to achieve this at a venue level and to compliment the Function and Games-Wide C4 operation.
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Purpose of the VCC
VCC Operating Plan
The C4 Hub of Venue Operations The VCC concept is unique to the 2015 European Games. It was developed to suit the needs of this high profile, multi sport ‘Games’ event, along with the scale, complexity and risk of operating venues in Azerbaijan.
The VCC combines a number of tried and tested elements large scale event management and is the primary hub of Venue level C4 activity. It collocates the Functional and Multi Agency decision makers with the tools, systems and processes to conduct the venue operations safely and securely as per the Venue Operating Plans.
In the event of an incident, the VCC is the space where the venue decision makers validate the issue, take immediate actions, communicate the response and recover to normal operations. The VCC is the eyes (CCTV), ears (radio monitoring) and voice (public announcements) of the venue.
The VCC acts as the reporting conduit between the Venue and the Games Operations Support Centre (GOC). It is the primary point of contact and single source of truth for all venue related issues.
The VCC is the eyes, ears, and voice of the venue…
VCC Space
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VCC Space
VCC Operating Plan
Location The VCC is a Venue Management owned space that has been located in a strategic position within the Venue to ensure discretion, access to infrastructure and collocation with key Venue C4 spaces such as the Incident Management Room and the Venue Security Operations Room.
Layout Building on the principles of the C4 CONOPS, the MIG VCC has been designed to provide an effective working environment for the operational decision makers on venue. Seating is arranged in a control room format, facing CCTV screens and the Field of Play. Adjacent to the desks, a team of Radio Operators monitor radio activity, gridded operational drawings are mounted on the wall, a projector shows the Daily Run Sheet timings, the Games Information Management System and Yammer feeds.
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Venue Location (Kur Hotel)
VCC Operating Plan
Kur Hotel
Field of Play
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VCC Space
VCC Operating Plan
VCC Location
2nd level of Kur Hotel
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VCC Space
VCC Operating Plan
VCC Layout VCC room
VCC Operators and VCC Manager
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VCC Space
VCC Operating Plan
VCC FFE Allocations
Space Code Space Name
SKU Code Description UoM Quantity
VMG005 Venue Coordination Centre (VCC) FESH-125-002 Shelving, Plastic EA 3
VMG005 Venue Coordination Centre (VCC) OEPS-138-006 Board - Dry Erase, Large EA 3
VMG005 Venue Coordination Centre (VCC) FNCA-113-002 Filing Cabinet 2 Drawer EA 2
VMG005 Venue Coordination Centre (VCC) FNCA-116-001 Utility Cabinet – Full Height Lockable EA 2
VMG005 Venue Coordination Centre (VCC) OEPS-139-001 Flipchart Stand EA 1
VMG005 Venue Coordination Centre (VCC) FNCH-EXT-002 Existing- Chair - Office W/Arms EA 20
VMG005 Venue Coordination Centre (VCC) FNTA-EXT-006 Existing- Table - Folding, Medium Plastic EA 22
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VCC Space
VCC Operating Plan
VCC TEC Allocations
Venue Code Function Code Function Name Space Code Space Name Description Role-Position-Client Sum of Quantity
MIG SEC Security VMG005 Venue Coordination Centre (VCC) Telecoms Line - Internet - 10 Mbps VSC Support 1
MIG SEC Security VMG005 Venue Coordination Centre (VCC) Phone - GT - Basic Desk - Local VSC Support 1
MIG SEC Security VMG005 Venue Coordination Centre (VCC) PC-GT-Laptop-shared use VSC Support 1
MIG SEC Security VMG005 Venue Coordination Centre (VCC) Mobile - GT - Basic Smartphone - Local GSA Lead 1
MIG SEC Security VMG005 Venue Coordination Centre (VCC) Mobile - GT - Basic Smartphone - Local Venue Security Coordinator 1
MIG VMA Venue Management VMG005 Venue Coordination Centre (VCC) TV - GT - Large - CATV - In-Venue Feed VCC Team 1
MIG VMA Venue Management VMG005 Venue Coordination Centre (VCC) Telecoms Line - Wireless LAN internet access VCC Team 1
MIG VMA Venue Management VMG005 Venue Coordination Centre (VCC) Telecoms Line - Internet - 10 Mbps Event Services 1
MIG VMA Venue Management VMG005 Venue Coordination Centre (VCC) Telecoms Line - Internet - 10 Mbps Hot Desk 1
MIG VMA Venue Management VMG005 Venue Coordination Centre (VCC) Telecoms Line - Internet - 10 Mbps Medical 1
MIG VMA Venue Management VMG005 Venue Coordination Centre (VCC) Telecoms Line - Internet - 10 Mbps VCC Manager 1
MIG VMA Venue Management VMG005 Venue Coordination Centre (VCC) Telecoms Line - Internet - 10 Mbps Venue Commander 1
MIG VMA Venue Management VMG005 Venue Coordination Centre (VCC) Telecoms Line - Internet - 10 Mbps Venue General Manager 1
MIG VMA Venue Management VMG005 Venue Coordination Centre (VCC) Radio - GT - Radio Desktop - General Radio Operator 7
MIG VMA Venue Management VMG005 Venue Coordination Centre (VCC) Printer - GT - B&W Multi-function - Desktop VCC Team 1
MIG VMA Venue Management VMG005 Venue Coordination Centre (VCC) Phone - GT - Basic Desk - Local VCC Manager 1
MIG VMA Venue Management VMG005 Venue Coordination Centre (VCC) PC-GT-Laptop-shared use VCC Manager 1
VCC Roles & Responsibilities
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VCC Roles
VCC Operating Plan
Who is in the VCC?The VCC Team has been assembled to collocate the key decision makers in order to promote cross Function/ Agency coordination during standard operations and to effectively exercise appropriate levels of command and control in the event of an incident.
The following roles are represented in the VCC during peak hours of the Games Operations phase:• Venue General Manager• Event Safety Advisor• VCC Manager • Medical Dispatcher • CCTV Operator(s)• Radio Operators • Venue Security Operations Manager• Hot desk
In addition there are spaces available for:• Venue Security Integration Manager• Ticketing Manager • Event Services representative
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VCC Responsibilities
VCC Operating Plan
This section details the main C4 responsibilities of the roles within the VCC.
Venue General Manager• Ultimately responsible for the success of the Venue Operation • Primary Venue level decision maker• Single source of truth for reporting/ escalation of Venue information and issues to GOC
VCC Manager • Overall management of the VCC space and Team• Logging and reporting via GIM and Yammer • Line management of the Radio Operators
Event Safety Advisor• Monitor and advise the VGM on all crowd related activities (Gates opening/ closing,
egress etc.)• Provide advice to the VGM on Incident Response as per the Venue Incident Management
Plan• Work closely with the Venue Security Integration Manager on all Safety and Security
related activities
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VCC Responsibilities
VCC Operating Plan
Venue Security Coordinator • Overall coordination of all Government Security Authority related activity on venue• Delivery of the Crowd Management Plan• Liaison with the VGM to ensure the seamless coordination of Venue and Security
operations
CCTV Operator(s)• Operate the CCTV cameras as directed by the Venue General Manager or VCC Manager • Flag potential issues to the VCC Manager
Medical Dispatcher • Communication/ deployment of Medical Teams to incidents reported into VCC• Monitoring of MED1 radio channel to track activity and provide updates to VCC Manager• Deployment of Ambulances where required
Radio Operators • Monitoring of radio activity, enforcing correct protocols and flagging issues to the VCC
Manager • Delivery of All Calls as directed by the VCC Manager • Passage of messages between individual radio users who are assigned to different
channels
VCC Operations
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Phases of the VCC
VCC Operating Plan
Services • Asset Protection• Venue Point of Contact
Systems • CCTV Monitoring
Staff• Security
Limited Expanded Full Limited
Limited lockdown 09.06/Security Sweep 10.06Expanded training (12-13 June)Full 14-16 JuneLimited 18 June
Services • Daily Briefing • Venue Point of Contact• Radio Monitoring • Daily Venue Report
Systems • CCTV Monitoring • All Calls• Venue Daily Report • GIM/ Yammer
Staff• Full headcount
Services • Daily Briefing • Venue Point of Contact• Radio Monitoring • Daily Venue Report
Systems • CCTV Monitoring • All Calls• Venue Daily Report • GIM/ Yammer
Staff• Venue Management• Security • Medical
Services • Asset Protection• Venue Point of Contact
Systems • CCTV Monitoring
Staff• Security
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VCC Daily Rhythm
VCC Operating Plan
Time Action Lead
06:30 Handover from Off Hours Operations VCC Manager
06:40 VCC Morning Briefing VGM/ VCC Manager
06:45 Radio Operators Shift 1 starts VCC Manager
06:45 RADIO ALL CALL: VCC Open for Full On Hours Operations Radio Operators
07:30 RADIO ALL CALL: Pre Event Action Plan (PEAPS) Due to VCC Radio Operators
08:00* Pre Event Action Plans (PEAPS) complete VCC Manager
08:00 *
Gates Opening Procedure VGM
08:30 *
RADIO ALL CALL: Gates Open Radio Operators
09:00 *
RADIO ALL CALL: Competition has now started Radio Operators
11:00 RADIO ALL CALL: Workforce Catering is now open Radio Operators
12:30 Radio Operators Shift change VCC Manager
22:00 Venue Daily Report submitted to GOC VCC Manager
15:00 RADIO ALL CALL: Workforce Catering is now closed Radio Operators
17:30 *
RADIO ALL CALL: Competition & Medal Ceremonies Complete Radio Operators
18:00* Gates Closing Procedure VGM
18:45* RADIO ALL CALL: Egress Complete & Gates Closed Radio Operators
20:05 RADIO ALL CALL: All Athletes have left the venue Radio Operators
19:30 RADIO ALL CALL: VCC moving to Limited Off Hours Operations Radio Operators
20:00 Radio Operators Shift 2 ends VCC Manager
20:15 VCC End of Day Debrief VGM/ VCC Manager
20:30 Handover to Off Hours Operations VCC Manager
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Venue Language
VCC Operating Plan
Language of the Venue TeamThe Venue Team are made up of multiple Nationalities who speak a combination of languages. The official languages of the Games are Azerbaijani and English with Russian being recognized as an operational C4 language.
The majority of the venue team are Azerbaijani speakers, this will be the primary language of face to face, telephone and radio communications. Exceptions to this is are the following cross Function or shared awareness radio channels which have a common language of English:
• OPS1 (Front of House) – Non Azerbaijani speaking Function Managers, common language, English
• OPS2 (Back of House) – Non Azerbaijani speaking Function Managers, common language, English
• SPORT1/2 - – Non Azerbaijani speaking team members, common language, English• EVS - Non Azerbaijani and Azerbaijani speaking team members, common languages
English and Azerbaijani
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Venue Language
VCC Operating Plan
Language of the VCC Although the primary language of the VCC is Azerbaijani, the space is resourced to operate in English, Azerbaijani and Russian inputs and outputs as required. The VCC Manager and Radio Operators are native Azerbaijani speakers with English as a second language as a minimum. The table below details examples of which language is to be used for key Venue C4 activities.
Activity Input Language Output Language
GIM & Yammer reporting English English
Telephone contact with GOC English English
VGM Briefing/ Debrief English English
VCC Briefing/ Debrief English & Azerbaijani English & Azerbaijani
Function Team Briefing/ Debrief English & Azerbaijani English & Azerbaijani
Radio All Calls English & Azerbaijani English & Azerbaijani
OPS1 & OPS 2 Radio communication
English & Azerbaijani English & Azerbaijani
Public Address Announcements English & Azerbaijani English & Azerbaijani
Video board Messaging English & Azerbaijani English & Azerbaijani
Daily Run Sheets English & Azerbaijani English & Azerbaijani
Incident Management English/ Azerbaijani/ Russian
English/ Azerbaijani/ Russian
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VCC Code of Conduct
VCC Operating Plan
Guidelines for a Successful Operation In order to run an effective space, the VCC Manager will ask the VCC Team to commit to the following:
• All VCC Team Members to attend the morning VCC Briefing and the Evening VCC Debrief• Each VCC desk to be staffed by a trained and experienced representative during On
Hours • Team members are to be readily contactable during On Hours • Desks to be kept clear• Noise to be kept to a minimum• No visitors (unless pre agreed with the VCC Manager or VGM)• No smoking
VCC Tools & Systems
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Tools & Systems
VCC Operating Plan
Being the hub of C4 activity, the VCC has a number of tools and systems available to promote the effective operation of the venue. During standard operations, the VCC uses these tools to monitor and guide the operation. In case of an incident or emergency, additional tools and systems may be activated to aid decision making or activation of contingencies.
The VCC tools and systems have been developed to ensure:
• Timely decision making at the appropriate level • Shared situational awareness for all impacted Functions • Simplicity in a bilingual environment • Consistency of standards in a highly dynamic environment
This section details the implementation of the tools and systems available to the VCC.
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Tools & Systems
VCC Operating Plan
Games Issue Management System (GIM)The system for logging/ tracking venue and Games-Wide issues. The VCC Manager is responsible for monitoring Games-Wide issues that may impact the venue, along with, creating venue related logs and issues.
Log = Non standard event, GOC to be aware, no assistance required.Issue = Non standard event, requires GOC assistance, beyond the authority/capability/resources of VGM
YammerYammer is a social networking style situational awareness tool to communicate the standard/scheduled venue activities to the GOC. Mandatory posts include:• Workforce Check in Open• Gates Open• Competition Started • Competition Ended/ Medal Ceremonies Complete• Spectator Egress Complete/ Gates Closed• Workforce Off Site• Off Hours Handover Complete
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Tools & Systems
VCC Operating Plan
CCTVCCTV provides the ‘eyes’ around the venue for the VCC Team to monitor and direct the Crowd Safety operation. CCTV coverage in the VCC is focused on the major spectator ingress and egress flows as well the seating bowl.
RadiosHandheld TETRA radios have been assigned to key leadership, safety and operational roles throughout the venue team. This radio network is the foundation of effective one to many communications. Radio users have been assigned to talk groups based on commonalities and dependencies in their operation. A number of these talk groups are monitored by the VCC to ensure appropriate radio use, log issues and escalate to decision makers for resolution. These are the talk groups that are monitored during Peak Hours and why:
1. OPS1 – All Front of House Function Managers contactable, situational awareness of the operation
2. OPS2 - All Back of House Function Managers contactable, situational awareness of the operation
3. TECH – Cross Function dependencies on the Technology operation. Situational awareness4. SPORT1 – Link between the Sport Operation and the Venue Operation, situational
awareness5. EVS1 – Function is highly visible, good probability of uncovering or being made aware of
issues 6. SPARE 1 – Key Function with heavy radio activity. Situational awareness and
enforcement of protocols7. MEDICAL – Monitored by Medical Dispatchers’ handheld radio, to flag issues and track
responses to Medical incidents
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Tools & Systems
VCC Operating Plan
Daily Briefings/ DebriefsEach day during the Games Operations phase there are a series of structured briefings. These briefings are designed to promote:
• Cross Functional communication• Issue resolution updates• Quality control of the venue operation• Teamwork and partnership • Cascade of information throughout the venue team
The table below details the delivery method of these briefings for day 1 of Competition at MIG:
Time Activity Location Lead
07:00 Function Manager Briefing Venue Administration Centre Venue Management
07:15 VCC Team Briefing Venue Coordination Centre VCC Manager
07:30 Function Team Briefings Various locations Function Managers
21:00 Function Team Debrief Various locations Function Managers
21:30 Function Manager Debrief Venue Administration Centre Venue Management
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Tools & Systems
VCC Operating Plan
Daily Venue ReportThis daily venue report is the official status check of the activity on venue for the previous 24 hours. Due to be submitted from the VCC to the GOC, this report is:• Submitted each day of Expanded and Full phases of VCC Operations • Written and submitted via the Report function in GIM• Due, no later than 22:00• Compiled by the VCC Manager and approved by the VGM before submission • Populated by:
– Existing issues in GIM that are flagged for reporting– Information processed and observed from the VCC over the previous 24 hours– Verbal updates from Function Managers to Venue Management
The Daily Venue Report should include:• Paragraph summarising the day’s key activities (no more than 3 full sentences)• Functional updates captured during briefings/ verbal updates/ monitoring of operations • No GIM Log or Issue specific topics, these will have been captured earlier in the day and
will be visible to the GOC
NOTE: The VCC does not process any Functional daily reporting from venue to GOC Function Support Centre's. If there is a requirement for this, it is done as per the individual Function C4 framework. The Venue Daily Report supersedes any contradictory Function reporting.
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Tools & Systems
VCC Operating Plan
Public Announcement System The Public Announcement (PA) System is used by the Sport Presentation team for communicating information to spectators. Pre-scripted messages are delivered at agreed times throughout the session to aid movement of spectators and awareness of session timings. Further information on these standard operating pre-scripted messages can be found in the Crowd Management Plan.
In the event of an incident, pre-scripted emergency announcements can be made to direct spectators and volunteers to take action. The direction to make emergency announcements comes only from the VCC to Sport Presentation as per the Crowd Management Plan.
Where a non scripted emergency announcement needs to be made, the message is to be agreed by the VGM/ Venue Security Integration Manager then made directly over the Public Address override facility within the VCC/ written down, signed and given to the Sport Presentation Announcer. Further details on this process can be found in the Venue Incident Management Plan.
Public Video Boards (N/A)The Public Video Boards are controlled by the Sport Presentation Team and provide visual reinforcement to the verbal announcements being made over the PA System. The processes are the same as above.
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Tools & Systems
VCC Operating Plan
All CallsAll Calls are a powerful tool to communicate important messages over the radio network to the Function Managers and key venue team members. An All Call is: • A pre-scripted announcement agreed by the VGM/ VCC Manager • Made by the Radio Operators to the users on the six monitored radio channels in the
VCC• Conducted in English and Azerbaijani
Please see Section 4: VCC Operations for further detail on which All Calls are made at what times. Here is an example of the format for an All Call in English.
Call Signs Call Signs are a key Venue C4 system that aid effective communication and resilience in a complex operation. Personal names are not used over the radio network. Individuals are identified by the role that they perform. Each role has a defined Call Sign to allow multiple individuals to cycle through a role during the course of the Games. For further information on agreed Call Signs, please see the Venue Fleet Map. Building Management System
This is VCC with an All Call, this is VCC with an All Call, Spectator Gates are now open. VCC Out.
Issue & Incident Management
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Issue & Incident Management
VCC Operating Plan
Decision Making Thresholds & Escalation ProcessThe Venue C4 structure has been planned to enable decision making at the lowest and most appropriate level. Where Functions cannot make a decision or require support from multiple Functions, the Venue Management Team provide additional decision making support.
Issues that cannot be resolved by the by the Functions or the Venue Management team on venue may require further escalation from the VCC to the GOC. The VCC is the primary escalation channel from the venue to the GOC and the single source of truth for all venue related issues. Issues may need to be escalated to the GOC on the following grounds:• Authority – The VGM is not empowered to make the decision • Resources – The VGM does not have the appropriate/ adequate resources to make the
decision • Capability – The VGM does not have the collective capability to work through the
problem i.e. ability to communicate with multiple stakeholders
To be clear on why an issue has been raised to the GOC, we can divide escalation into three categories:1. For information
i. Situational awareness of standard operations or issues resolved on venueii. Communication through Yammer, no GOC action required
2. For communication i. Venue may have resolved an issue but is informing the GOC of the outcome ii. Specific communication may be required from GOC to a partner or client group iii. Communcation through the Log facility in GIM
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Issue & Incident Management
VCC Operating Plan
3. For action/ supporti. Beyond the control of the VGM and requires higher level support at decision making i.e. GOC/
Ministerial ii. Issue communicated by the VGM (or VCC Manger) to the GOC by phone. If appropriate, logged as
an Issueiii. Issue created in GIM and triaged for action by the GOC Manager
Incident Response The VCC relies on efficient reporting, escalation and first response from venue staff who witness an incident occurring. The VCC has the tools and systems to log an incident and the resource to coordinate an appropriate response. Please see the Venue Incident Management Plan for the detailed process for VCC response.
Handover of ResponsibilityThere may be situations that occur which are beyond the control of BEGOC and the appropriate response is a handover of responsibility for the Venue needs to be made from the VGM to the Venue Security Integration Manager. See the Venue Incident Management Plan for guidance on how and when this process should be activated.
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Issue & Incident Management
VCC Operating Plan
VCC Grab BagIn the case of relocating to the Alternative VCC Location, the VCC Manager is responsible for taking the Grab Bag and setting up the temporary VCC space. The Grab Bag contains the essential equipment that will allow the VCC Team to coordinate and command operations from a remote location.
The contents of the Grab Bag include:• A3 sized Venue Site Plan showing:
– Location of the VCC and Alternative VCC– Site access points– Location of high risk items (flammables, LPG, fuel stores etc.)
• 2 venue radios • 10x spare radio batteries • Contact List (Venue and GOC contacts)• Fleet Map• Hard copy of the Venue Incident Management Plan • Mega phone with batteries, pre tested
Thanks !
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