We chat with James Dean, Director of TLC Welfare, about the world of welfare services at events.
Hi James! What does a typical day of working an event look like for you?
What’s really good about welfare is that it varies from event to event. This last year we’ve worked on 150 different shows or festivals. What the day will look like depends on the location, age demographic and how they behave, and the type of event we’re working at. Especially if it’s an overnight event or will people be leaving at the end of the day. You never know what might be coming through the door.
How do you prep before the event starts?
All the admin, planning, and paperwork and all that boring stuff is taken care of pre-event. For a big festival, we would arrive the day before to get to know the space and figure out what we need from the production side. More tables, more power, lights, toilets, where is the water, all that you need to have to provide the service. For a day show we’ll attend a morning meeting with some of the team to find out what the plans are, gate logistics, attendee numbers, and any issues we’ll need to know about, so that we can then brief our team, who get ready to come on-site an hour before doors open.
Once the event is up and running, what services are you providing?
From a welfare side of things, with some of the services we will be front facing, putting out suncream, or ponchos, or earplugs. Or giving customers information about where things are – where are the toilets is a frequent one – or where they can charge their phone. Sometimes the questions can seem mundane, but the customers have come to a strange venue and they need someone there to give them a bit of information. And we’re kind of the glue holding everything together, because if there’s a problem and it’s not security, or medical, they come to welfare. If a customer comes to us, it’s usually because they’re unsure or something has gone wrong. They may have overdone it, or they’re not having the best time, or have found themselves vulnerable in some way. They can come to us and we’ll look after them – which could be anything from having a rest, to a cup of tea or some water. We’ll contact someone for them if necessary, and make sure they have a way to get home.
Are you involved post-event as well?
As the day comes to an end, we’re usually the last to finish up, as we’re sticking around to ensure that everyone is clear, and going home safely.
So what’s your favourite part of your role?
The people I get to meet, definitely. Sometimes people come to us and just need someone to listen because something went wrong, and we’ll do that for them. And the team that we have here is amazing, so it’s always a joy to work with them. We have over 800 people registered with us, who work at some of the events, and we couldn’t do it without them.