The Event Safety Podcast

Episode 114: ESA 114 - GCMA's The Service Playbook

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What does it take to turn a safety plan into a positive experience for your attendees? Danielle Hernandez sits down with Thyr Rodrigues, a spectator services veteran whose career spans the FIFA World Cup Brazil 2014, the Rio 2016 Olympics, the Gold Coast 2018 Commonwealth Games, and UEFA's Euro 2020 and 2024, to explore The Service Playbook, a new resource from the Global Crowd Management Association (GCMA).

Thyr defines "service" as the intentional, proactive, and engaging use of human and physical resources at the frontline of contact with your audience. It's the bridge between your safety and security plan and the people who need to follow it. The conversation walks through the Playbook's first six chapters, covering headcount planning and service roles (spectator marshals, ushers, pre-information marshals), equipment like umpire chairs and foam hands, operations plans, deployment cards, and the pocket guides that give frontline staff the tools to answer questions on the spot. The discussion also digs into decision points, RAMP analysis, and how service teams function as the eyes and ears of the command room, knowing not just how to help, but who to tell when something goes wrong.

Thyr's framework was built on major sporting events, but as Danielle notes, it's easily scalable and transferable to events of any size and type. With chapters on training and event day preparation still to come, The Service Playbook is well worth a look for anyone thinking about how to set their crowd up for success from the very beginning.

Guests:

Thyr Rodrigues https://www.linkedin.com/in/thyrrodrigues/

Hosts:

Danielle Hernandez (host)

Show Notes:

Global Crowd Management Association (GCMA) | https://thegcma.com/

The Service Playbook | Available at GCMA website, with supporting templates available for GCMA members

Contact Danielle | [email protected]

It's March Madness!  In this episode, hosts Danielle Hernandez and John Badcock explore the logistical and operational complexities of hosting the annual NCAA Men’s and Women’s Basketball Tournaments. They are joined by Joey Doster (Lenovo Center, NC) and Becca Wilusz (Duke University) to discuss the bidding process, rapid scheduling, security perimeters, broadcast constraints and the challenges of managing massive crews.   These highly anticipated and widely viewed events are complicated and complex, with details from towels to hostile vehicle mitigation and our guests are well versed in the nuances of the "dance".

Hosts:

Danielle Hernandez (host)

John Badcock (co-host)

Guests:

Joey Doster | Director of Security and Guest Experience, Lenovo Center

Becca Wilusz | Assistant Director of Athletics for Game Operations, Duke University

Show Notes:   Watch March Madness Live on NCAA | NCAA.com

Host Selection & Bidding for Men's and Women's tournaments

Logistical Complexity of arena "Session" flips and rapid turnarounds

Coordinating travel and hospitality for teams, bands, and broadcast crews

Security & Public Safety collaboration with law enforcement

Managing the "Zone X" perimeter outside the venue

The Human Element, staff resilience, and accommodating live mascots

Media & Broadcast coordination and schedule management

In this episode, Danielle and Doug Bruce speak with UK events operations consultant Miriam Stone about Major Incident Planning for event operations. The conversation explores the critical differences between standard operational incidents and major incidents that require a multi-agency response. Key topics include emergency reporting, crowd management, the importance of continuous training and tabletop exercises, and empowering frontline staff to identify and report suspicious behavior. The episode also covers real-world event safety lessons and practical actions, including response strategies learned from the Manchester Arena bombing.

 

Hosts

Danielle Hernandez | LinkedIn

Doug Bruce, CSSP, CSP, MA | LinkedIn

Guest

Miriam Stone | LinkedIn

Links & Resources

JESIP: https://www.jesip.org.uk/

M/ETHANE Reporting Model: https://www.jesip.org.uk/joint-doctrine/m-ethane/

FEMA National Incident Management System (NIMS) Training: https://training.fema.gov/nims/

Left of Bang: https://www.amazon.com/Left-Bang-Marine-Combat-Program/dp/1936891301

The Purple Guide: https://www.thepurpleguide.co.uk/

Episode Summary

In this episode of the Event Safety Podcast, hosts Danielle Hernandez and Jim Digby explore the complex and visually stunning world of laser technology in live entertainment. They are joined by Roberta McHatton (Laser Safety Services) and Harry Boyde (ER Productions), who provide expert insights into the physics of lasers, the evolution of safety standards since the 1980s, and the rigorous protocols required for both indoor and outdoor productions. From managing FAA notifications for outdoor shows to the technical precision of "audience scanning," this discussion highlights how safety acts as an essential enabler for creative innovation in modern show design.

Resources

International Laser Display Association

Laser Control Hardware

Guests

Roberta McHatton | LinkedIn

Harry Boyde | LinkedIn

Jim Digby, PMP®️ | LinkedIn

Danielle Hernandez | LinkedIn

Show Notes & Time Stamps

[00:00] Introduction: Danielle shares a local connection to the co-inventor of the laser, Charles Townes.

[02:10] Meet the Experts: Introductions for Roberta McHatton and award-winning laser designer Harry Boyde.

[06:45] Laser Physics 101: A breakdown of the acronym and how photons are concentrated into hazardous beams.

[12:30] Evolution of Safety: Comparing 1983 "nightclub" setups to modern 120-watt high-powered systems.

[16:00] Termination Points: The importance of knowing where a beam ends to prevent equipment damage.

[21:15] Outdoor Regulations: The role of the FAA, the 30-day notification rule, and using tools like FlightRadar24.

[28:30] Audience Scanning: The science of using specialized lenses to make lasers safe for direct crowd exposure.

[33:45] Emergency Protocols: The "Stop, Stop, Stop" rule and the critical role of the laser operator during a live performance.

[37:10] Training and Resources: Where to find professional certification through ILDA or specialized classes.

[46:40] Closing Segment: The team wraps up with final advice for the NEXT generation of production professionals.

Danielle and guest co-host Anita Hartsock are joined by Richard Cadena to discuss the dangers of electrical shock on stages.  We explore exactly how stray current can travel through gear and people and why proper grounding is absolutely crucial.  Also, there is discussion about some real incidents that illustrate the point and prove why a non-contact voltage sniffer should be a part of your tool kit. Join this electrifying conversation and learn about Richard's new book on entertainment electrical safety, his Substack and other electrical resources.  Let's work together to keep all our training current and everyone safe.
Resources:
Richard's website, Richard Cadena
TSP ANSI 1.17
Richard Cadena | LinkedIn
Anita Hartsock | LinkedIn