ED CASTLE COMMUNITY & CONDUCT STANDARD (ECCS)

1. Purpose

The Ed Castle Hotel is a community-driven venue built on inclusivity, respect and live music culture. The Ed Castle prides itself on being a home to people from all walks of life. We welcome everyone of any race, gender identity, sexuality and disability.

This Standard establishes clear behavioural expectations, operational procedures and accountability structures for all employees and contracted personnel to ensure the venue remains a safe, inclusive and professionally operated environment.

This document is mandatory reading and sign-off prior to commencement of any work at the Ed Castle.

2. Scope

This Standard applies to all Ed Castle employees, all contracted security personnel, all contractors operating within the venue, and any person acting on behalf of the venue.

3. Core Principles

All personnel must operate under the following: Respect over authority. Safety over ego. De-escalation over confrontation. Consistency over personal judgement. Team decision-making over individual action. Community trust is paramount.

4. Chain of Command & Decision Authority

Clear structure must be always followed: Operations/General Manager, Venue Manager/Assistant Manager, Duty Managers.

The Manager on Duty (MOD) holds final authority on all operational decisions during service. Security personnel do not have unilateral authority to remove patrons without venue oversight (except in immediate safety threats). All significant decisions (including evictions) must be communicated to the MOD and approved or acknowledged by the MOD.

5. Zero Tolerance Conduct

The following behaviours are strictly prohibited by staff, contractors, or tolerated towards patrons: racism or racial slurs, transphobia, homophobia, or discrimination of any kind, harassment, intimidation, or humiliation, misgendering with intent or disregard, filming or permitting filming in private areas (bathrooms), aggressive, excessive, or unnecessary use of force.

Any breach may result in immediate removal from shift and termination of engagement.

6. Patron Interaction Standards

All interactions must be calm, respectful and non-confrontational, clear in communication and intention, and free from assumption (gender, identity, background).

Avoid gendered terms unless confirmed or appropriate. Use neutral language such as "Excuse me," "Hey there," or "We need to have a quick chat." Always explain actions clearly, for example: "We believe you may be too intoxicated to remain tonight."

7. Intoxication & Anti-Social Behaviour Protocol

Intoxication must be based on observable behaviour, including loss of balance, slurred speech, or inability to follow instructions — not assumption, profiling, or appearance-based judgement.

Procedure: observation by staff or security, secondary confirmation where possible, immediate communication to MOD, MOD to assess or approve action, patron approached respectfully.

Communication to the patron must be clear, calm and specific: "We're concerned about your level of intoxication and need to ask you to take a seat and have some water." If intoxication is at a high level: "We need to kindly ask you to leave for your safety."

8. Bathroom & Sensitive Area Protocol

Bathrooms are considered high-risk and sensitive areas. Security may only enter when there is a clear welfare or safety concern, or suspected illegal or unsafe behaviour.

When entering, knock and clearly identify by saying "Security." Allow reasonable time for response. Avoid escalation unless necessary.

Gender identity is never grounds for intervention. Situations must be handled with maximum discretion and respect. Where possible, involve the MOD and appropriate staff support.

9. Evictions & Removal of Patrons

No patron is to be removed by security without a staff member present, and preferably a Duty Manager or Manager present.

Only in cases of immediate physical threat or danger may security act independently, and must notify the MOD immediately after and complete a full incident report.

The removal process must include a clear explanation, the patron must be treated with dignity, no excessive force used, and assistance provided where required (e.g. intoxication support).

10. Use of Force

Use of force is strictly a last resort only. It must be minimal, controlled and non-aggressive. Supporting intoxicated patrons must be transparent, safe and non-forceful.

11. Anti-Social Behaviour Log Book

A mandatory Anti-Social Behaviour Log must be completed at the end of every trading night. Each incident must include: date and time, location in venue, description of behaviour, actions taken, staff and security involved, and outcome. The log is completed by the MOD and reviewed regularly by the General Manager.

12. Incident Reporting & Review

All incidents must be documented in detail and reviewed within 24 hours. Serious incidents must be escalated to the General Manager.

13. Contractor & Security Expectations

All contracted personnel represent the Ed Castle brand and must adhere to this Standard at all times. They are subject to removal if expectations are not met. This Standard overrides any external contractor procedures while operating within the venue.

14. Continuous Improvement

The Ed Castle commits to ongoing review of operational practices, regular reinforcement of this Standard, listening and responding to community feedback, and maintaining alignment with inclusive best practice.

15. Acknowledgement & Agreement

I confirm that I have read, understood and agree to uphold the Ed Castle Community & Conduct Standard. I understand that failure to comply may result in disciplinary action, removal from duties, or termination of engagement.