COVID Front of House Notes

As of October 27, 2020

These instructions are subject to change and will be updated as Health Directives and our policies change.

At this time all shows will be in the HUB International Theatre with a maximum capacity of 50 patrons as per the Provincial Health Orders. The staff and volunteers do not count towards that 50-patron capacity.

All Guest Services Staff must enter the building through the North West Doors (Red Chair Lounge) and sign in. Volunteers will need to be let in through the front doors and will need sign in at the Box Office.

All five volunteers are expected to wear a face mask AND a face shield, due to their close proximity to the patrons. Both the shield and the mask can be removed while watching the show. Volunteers and staff are welcome to wear their own masks. When wearing a mask noses and mouths MUST be covered.

Staff and Volunteer call times will be reduced by fifteen minutes as the concession is closed and the lobby doors are opening half an hour later.

Guest Services may make a pot of coffee for themselves and the volunteers, or have a cup of tea. Please keep the pot on a warmer on the back counter, and keep appropriate spacing as you consume.

No food or drink is allowed in the theatre except for see through water bottles. We will not check in any bottles. If a patron has a solid water bottle they may leave it on the Box Office counter and we will give them a bottle of water from the concession at no charge for the inconvenience. Have a small tub of water bottles available at the Box Office.

Concession

The concession will be closed for sales, water service, and coat check. The cage should be closed with the tv off.

Ensure that there are sanitized face shields for the volunteers, and a bottle of hand sanitizer.

The counters and tables all need to be wiped with the concession’s spray sanitizer.

Take a small tub of water bottles to the Box Office.

North Canadian Tire Lobby

There will be no seats provided for sitting in the lobby. Take the cloth masks from the front table to the Box Office.

The following items should be set out on each of the three lobby tables:

  • Two Meter signs going up the Door 1 ramp
  • Hand sanitizer
  • A vase marked CLEAN with fresh pens
  • A vase marked USED with two pens
  • A few contact cards in case of error
  • A sign directing patrons to take their card & ticket directly to Door 1
  • Season brochures

Ticket Taking: The following items should be set out at the temporary ticket taking station:

  • Ticket taking plinths
  • Stanchions
  • Hand sanitizer
  • Two ticket scanners

Outside Front Doors: The following items should be set up outside the front doors:

  • Dressed three-foot-tall table, set at least six feet away from the front doors
  • Hand sanitizer
  • Disposable masks
  • Tongs for the masks
  • Contact Tracing Cards
  • Refund Cards
  • Large Sign of COVID rules/symptoms, with LINE UP HERE sign
  • Two-meter sign pols at the rainbow tape marks (only if not raining)

Door 1: The following Items should be set up at Door 1:

  • Plinth box for contact cards at the bottom of the ramp
  • Hand sanitizer at the bottom of the ramp and at Door 1
  • Check that the two-meter sign poles are on spike.

Door 4: The following items should be set up at Door 4:

  • Hand sanitizer

The front doors and the House (Doors 1 & 4) will open at the same time, 30 minutes before the show. Box Office will unlock the front doors and the Guest Services Manager will unlock Doors 1 & 4.

Patrons can use Door 4 to access the washrooms and to re-enter the theatre.

Doors 2 & 3 will remain locked; patrons can exit through them but not re-enter.

Usher Duties

Front Door

Ticket Taker 1 will be stationed just outside the front doors with a large sign, masks, contact cards, and sanitizer. The sign will have a list of wellness questions. Ticket Taker 1 will ask if any person in their party is experiencing any of the health concerns.

  • If they say NO Ticket Taker 1 will proceed with the welcoming plan
  • If they say YES Ticket Taker 1 will ask if they have been tested for COVID:
    • If they say NO they may not enter the building, please give them a refund card.
    • If they say YES and the test was positive they may not enter the building, please give them a refund card
    • If they say YES and the test was negative, ask if they have any new symptoms since the test
      • If they say NO Ticket Taker 1 will proceed with the welcoming plan
      • If they say YES they may not enter the building, please give them a refund card.

Ticket Taker 1 will ensure that all party members have masks and use hand sanitizer. If a patron does not have a mask Ticket Taker 1 will give them a disposable mask using a pair of clear tongs. Give each party a contact tracing card, explaining that they should fill out the card in the North Canadian Tire Lobby and then go directly into the theatre.

Send the patrons inside to Ticket Taker 2. If a patron is here for a class, studio, or the O’Connor Group Art Gallery send them inside to follow the usual COVID procedures.

Speak as clearly as you can as the mask and shield will make it harder for patrons to hear. Ticket Taker 1 will sit at seat S6.

Ticket Taking

Ticket Taker 2 will be stationed at a temporary station in the North Canadian Tire Lobby. At this station there will be a bottle of hand sanitizer and TWO ticket scanners. There are two scanners so that there is a backup in place. Handle tickets as little as possible.

Ticket Taker 2 will take patrons’ tickets and direct them to the North Canadian Tire Lobby where they can fill in their contact tracing card. All patrons will enter through Door 1 unless they have a mobility issue that necessitates a different door. The Guest Services Manager will deal with these situations.

If a patron is seated in the upper orchestra, has a mobility issue, and needs to enter through Doors 2 or 3, the Guest Services Managers will send the patron up in the elevator and then go up the stairs to join the patron. Staff and Volunteers should not ride in the elevator with patrons, as the elevator is limited to one social bubble.

Speak as clearly as you can as the mask and shield will make it harder for patrons to hear. Ticket Taker 2 will sit at seat S41.

Door Ushers

The Door 1 Head Usher will be stationed at the bottom of the ramp at Door 1, with a wooden box to collect the contact cards. The Head Usher will collect the contact cards, ensuring that the number of names listed is the same as the number of people entering the theatre. The Door 1 Head Usher will let patrons know that they can access the washrooms through Door 4.

The Door 1 Seating Usher will be located inside Door 1 and will check tickets as patrons come in directing people to their seats. While it is important that patrons sit in their assigned seats, the Ushers should not escort patrons to their seats.

All patrons will enter through Door 1, unless they have a mobility issue that necessitates a different door. The Guest Services Manager will deal with these situations.

Patrons will wait at the final sign at Door 1 until gestured in by the Ushers to avoid congestion at the doors.

The Door 4 Seating Usher will be stationed at Door 4 and direct patrons to and from the washroom preshow and at intermission if there is one.

Our Artistic & Managing Director will ensure that patrons are seated at the correct spacing before the show starts.

All late comers will be brought to the back of the theatre through Doors 2 or 3 by the Guest Services Manager.

During the show the ushers will not provide any walk out guidance for patrons who exit or re-enter the theatre.

Speak as clearly as you can as the mask and shield will make it harder for patrons to hear. The Door 4 Seating Usher will sit at seat S37, the Door 1 Head Usher will sit at seat S46 and the Door 1 Seating Usher will sit at seat S1.

Washrooms

Patrons can access the lobby washrooms and return to their seats through Door 4.

IMPORTANT

The Guest Services Manager will handle any patrons who refuse to follow our safety protocols. Any patron refusing to abide by our policies will be asked to leave.

The Guest Services Manager will also handle any patrons who become agitated or upset because other patrons do not appear to be following our safety protocols.

End of the Night

We will not be directing the patrons’ exit of the theatre, however ushers should watch for unnecessary congestion.

Ushers will collect items from the house as usual, being sure to wear gloves.

Vases, clean pens, bottles of sanitizer, and boxes of masks need to be collected into the concession.

All used pens and contact cards need to be sealed into a large, white envelope then placed at the Rental Manager’s desk. Put the date and name of the show on the envelope.

Face Shields will be collected by the Guest Services Manager, placed into a box, labeled with the date, and placed on the back counter of the concession for at least one week.

All counters and table tops should be wiped down and sanitized.

Cloth masks supplied by The Centre need to be deposited into the appropriate bin at the front door.

Volunteers should exit through lobby doors. Staff must sign out and then exit through the North West doors.

COVID Volunteer Emergency Procedure

In the event of an Emergency Evacuation in the HUB International Theatre:

The Marshalling Area as mentioned below is the parking lot between the Chilliwack Cultural Centre and the Landing Leisure Centre (the pool). It is imperative that patrons not gather at the front of the building.

Head Usher Door 1: Direct audience members out through Door 1 and Door 4. You will remain in the theatre until you have ensured that all audience members have left safely or until your personal safety is at risk. Once everyone is out, close your assigned doors and report to the Guest Services Manager, then assist in leading the audience out to the marshalling area.

Seating Usher Door 1: Open Door 1 and lead audience members out Door 1 into the lobby and out the South East exterior emergency exit and to the marshalling area.

Seating Usher Door 4: Open Door 4 and lead audience members out Door 4 into the lobby and out the South East exterior emergency exit and to the marshalling area.

Ticket Taking 1: Proceed to the washrooms and ensure there are no patrons within. Once all four washrooms are clear, report to the Guest Services Manager and then assist in leading the audience out the South East exterior emergency exit to the marshalling area.

Ticket Taker 2: Station yourself at the elevator to ensure audience members do not use the elevator. Stay with any patrons that cannot use the stairs until assistance arrives or your safety is at risk. Once everyone is out, close your assigned doors and report to the Guest Services Manager, then assist in leading the audience out to the marshalling area.

 

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