Working together

Running an effective care space requires communication and collaboration between care space staff, event organisers, venue managers and staff, alcohol license holders, medics, security and more.

It’s important to create clear, shared understandings of what each team or service is responsible for, what they can expect from each other, and how they should interact with each other.

This is important both to help each service run smoothly, to safeguard care space staff from harm, and because there are real consequences if inexperienced people try to provide care they aren’t trained for.

Care spaces and event organisers or venue managers

Care spaces need key info from event organisers or venue managers. Make contact early and keep communicating as the planning process goes on. Be clear about needs that each team has.

Building understanding and trust between different teams means easier communication and better results. Take care with the tone and language you use, especially in stressful situations. Remember - you’re working towards the same goal: making events safer for everyone.

You’ll need to talk about:

    • What are your expectations for each other? Develop a service agreement that clearly outlines what you are both able to provide, as well as any limitations to the service. Discuss boundaries of the service and when the care space will transfer guests to another service (such as medics or security).

    • How will care staff communicate with event staff, venue managers and other services? Define the chain of command and make sure care space staff have contact information for other services - such as security or medics. If the event or venue is supplying radios, ensure that care space staff know how and when to use them. Care space staff should meet with event crew, especially other safety teams in the safety network, on-site before an event.

    • Who pays for what? Discuss how budgets will work.

    • What are your responsibilities to guests once they’re outside the event? Care spaces do not provide follow-up care, however there may be some instances where two parties agree to touch base after an event. Talk about what this may look like if it happens.

    • What’s the process if there is an emergency? Clearly define the escalation procedures for different situations and make sure these are communicated with care space staff and other services involved in the processes.

    • What is the duration and location of the event?

    • How many people do you expect to attend the event?

    • What are the expected demographics of the event?

    • What kind of crowd behaviours are anticipated? For example, alcohol- and other substance-use-related behaviour, age-related behaviours, and the impact of event duration on behaviour. 

    • What are the potential risks? Let the care space team know about harm that has happened at previous events, and the plans in place to manage those risks.

    • What do care space staff need to know about site hazards? Let care space staff know about any safety concerns that can result from weather incidents or other hazards around the site that could affect their practice. Share maps if possible.

    • Accessibility information such as whether the space is wheelchair-accessible, how many stairs it has, and other factors which may impact accessibility.

    • What infrastructure is on-site? e.g. food, water stations, and toilets. Note: if possible, dedicate one or two toilets to the care space.

    • What other services are on-site? Think of the care space as part of the safety network you provide. They will work together with services such as medics, security, intoxication zones, drug checking, event staff, and roaming care teams. 

    • What practical resources will you provide? Power, lights and easy access to water and toilets are particularly important for care spaces. Care spaces may have their own physical shelter (such as a marquee or tent) or it may be provided by the event or venue.

    • For events that run over longer periods, will you provide meals for care space workers? What kind of camping or accommodation options are available to them?

    • If needed, are there designated sober drivers (e.g. in case a guest needs medical care or needs to leave the site)?

If you’re an event organiser or venue manager, ensure your whole crew knows the purpose of the care space and when to make use of it. 

In the lead up to an event, organisers can help advertise the care space through the event’s media channels, including the event website, pre-event emails, social media, posters (especially in toilets), flyers, and a mention during health and safety announcements when the event begins.

After the event, care spaces should provide feedback to the event organisers. Read more on our After the event page.

Medics

Make sure everyone understands that medics are the first point of contact for anyone the care space feels may need medical attention.

The care space is not responsible for monitoring anyone who needs medical oversight. Medics may be able to send people to the care space if they don’t consider them in need of medical attention.

It’s important that medics let care spaces know if they have life-saving equipment like an AED or naloxone (a medication that reverses opioid overdoses), and how to access it.

Security

Security play a vital role at any event. However, security and care spaces may take fundamentally different approaches to care and safety.

These differences need to be communicated and understandings reached early on in planning. Make sure security and care spaces both understand each other’s roles, and have clear shared processes for handling situations.

    • The care space is not responsible for managing anyone aggressive, or anyone who does not wish to be there. Care spaces cannot and will not detain people against their will. 

    • If a person is likely to be a danger to care space staff or other guests, they should not be brought to the space. 

    • Security should not be entering or checking in on the care space unless specifically asked to do so. The presence of an authority figure in uniform can be upsetting for some people. 

    • Security should listen to the instructions of care space staff if they are asked to come into the space.

    • Occasionally, someone already within the care space may become aggressive or violent. Security may be asked to provide support for these situations and should be easily contactable by care space staff. 

    • A hand over process should be in place for when security bring someone into the care space. This only needs to be a brief conversation with staff about what has happened, but it needs to be done in a calm manner so as not to disturb others in the space, and the person should not be restrained whilst it is happening. 

    • Care spaces can help security to take a gentler approach to people who are in distress. Often, physically subduing someone who is having a hard time only makes things worse. Security staff should first calmly talk to the individual and encourage them to come to the care space.

Drug checking

Drug checking teams should communicate regularly with care spaces.

Clear communication about drug use at an event helps the safety teams prepare for what they may have to manage. Drug checking should let care spaces know what substances they are finding and what symptoms people may experience. Care spaces should let drug checking teams know about anyone who has had unusual or unexpected reactions to a drug.

Consent teams

Some events have separate consent focused spaces, or roaming teams looking out for consent breaches.

Care spaces and consent teams need to work out how they will manage situations and how they will refer people between the services if needed. 

Services outside the event

  • Many events have good relationships with the local Police and it is common to hear Police say they are impressed by the use of an event care space. Let them know what kind of intentions you have put in place for your care space service and what you want the interaction to look like when the two teams have to work together. It is also important to let Police know that the care space will be helping people who are in vulnerable states, and that people in these states can be particularly sensitive to seeing Police. Therefore Police should be keeping well clear of the care space at all times, unless specifically asked to enter. 

  • Generally speaking, the care space should not often have to interact with ambulance staff as this should primarily be handled by event organisers and medics. However, there are situations in which a person in need of care may be collected from the care space. It helps for ambulance staff to have an understanding of what service has been provided up until that point, as well as the nature of the space and how to interact with it. 

  • These organisations can help care spaces ensure their service is welcoming for all people who are likely to attend the event. They may also be able to help with follow-up care or resources for people experiencing mental distress.

  • Language can sometimes be a barrier when providing care. Building relationships with local translators who can be on call or work in the space can help ensure that everyone can use the care space services.

  • These can be very useful if someone may need follow-up support after the event. Remember the care space is not a replacement for mental health support, rather it is an acute, event-based service.

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Planning a care space

There are many elements to consider when planning a care space, from kaupapa, to infrastructure, to staffing and more.

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The physical care space

Find out how to create a warm, inviting atmosphere through lighting, decor, signage and staff attitudes.