Volunteer Manual

& Guidelines

Revised 09/15 PR

Dear Lesher Center for the Arts Volunteer, Thank you for donating your valuable time as a member of the Lesher Center's volunteer staff. We appreciate your assistance in providing a quality experience for audiences of all ages as they attend performances throughout the season. It is very important to have dedicated volunteers. Whether you’ve been ushering for years, or if this is your first time, we want to make sure you have the information you need to feel comfortable in fulfilling this important responsibility. The following material is an overview of usher guidelines, theatre policies, basic building information, and emergency procedures. Welcome aboard and thank you for supporting the LCA. Please contact us if you have questions about any of this information. We welcome your input. Sincerely, Scott Denison General Manager (925) 295-1400 denison@lesherartscenter.org Courtney Egg Patricia Mitchell Audience Services Usher Coordinator (925) 295-1408 (925) 295-1402 cegg@lesherartscenter.org rusich@lesherartscenter.org

LESHER CENTER FOR THE ARTS MISSION and OUR PARTNERS The mission of the Lesher Center for the Arts (LCA) is to nurture excellence and innovation in the performing arts through presentation, education and diversity and to establish the Lesher Center as the destination for performing and visual arts and artistic excellence. With many special events throughout the year for families and people of all ages and interests, the LCA is a mainstay for Arts in the region.

Bedford Gallery, located on our first floor, exhibits the work of historic, modern, and contemporary artists. The Gallery is dedicated to providing the public with opportunities to learn about visual arts through public programs that are varied, accessible, challenging, and educational. Its’ mission is to provide exhibitions and other programs that both reflect and engage the diverse audiences of the entire Contra Costa region.

The Diablo Regional Arts Association (DRAA) is the fundraising arm of the Center and supports the anchor tenants with artistic excellence grants and administers the acclaimed Arts Access Program. Arts Access provides funding for tickets and busing for students from impoverished communities to attend a live performance, often for the first time. YOUR ROLE AS AN USHER As a volunteer usher you play a significant role in assuring that the many performances at the Lesher Center run smoothly. Even though you may not realize it, you are a major reason why Lesher performances are so successful. The vest and smile that you wear during each performance automatically transforms you into a public relations representative for the Lesher Center since many of the guests attending shows come into direct contact only with you. All of our guests – both young and old –are very important people and deserve our warm and positive help. Therefore, your courteous and upbeat attitude, your warm smile, your helpfulness, and your dedication to working performances are extremely valuable to the Lesher Center. Remember that while you are representing the Lesher Center, you may not share your opinion of any performance; we are the advocate for all of out clients. The impression we make on our young guests is especially important for they are our audience of the future.

LCA GENERAL INFORMATION Every volunteer usher should be familiar with some basic information about the Lesher Center for the Arts (LCA). Please read and familiarize yourself with the following procedures and information:

• Parking for volunteer ushers is available in the Locust Street Garage and the event fee is typically $3 - $6. There is no validation or discount for volunteers, as the Lesher Center does not operate the garage.

• There is street parking available in the surrounding blocks and the metered parking is free after 8pm

(Monday through Sunday).

• Restrooms are located on each floor on each side of the elevator and to the west of the elevator on the third floor. Drinking fountains are also on each floor near the restrooms.

• There are no public phones in the building.

• Lost and Found articles that are turned in can be inquired about through the administration office

Monday thru Friday, 8am to 5pm by calling 295-1400.

• The Main Ticket Office hours are as follows:

PHONE: Tuesday - Thursday, Sunday: Noon - 6pm Friday & Saturday: Noon - 7:30pm Closed Monday

WALK-UP: Tuesday - Thursday: 11am - 6pm Friday & Saturday: Noon - 7:30pm Sunday: Noon - 6pm Closed Monday Note: Fri & Sat: 30 minutes prior to curtain-current performance sales/exchanges only

Holiday hours are posted in the Ticket Office as they occur. The Ticket Office operates a ticket outlet in the Walnut Creek Barnes and Noble (in the Music Department). This counter location is typically open Wednesday through Sunday, Noon – 6pm. Tickets are also sold at the Walnut Creek Library.

THEATRE POLICIES AND PROCEDURES There are several policies that are designed to ensure the safety, comfort, and enjoyment of all guests. The volunteer ushers must be aware of and consistently, courteously enforce these policies at every event in the theatre. The house manager will address any variations from our normal policies and procedures during the briefing at the beginning of each shift. Tickets No one may enter the theatre without a ticket. All children, including babies must have a ticket. Fire codes determine occupancy for all theatres; whether a child sits in a seat or on a lap does not matter in the eyes of the law. Late Seating Please do not agree to hold tickets for latecomers. Tickets must be left at will call in the Ticket Office or given to the House Manager Latecomers will only be admitted to the theatre during designated “late seating times.” These times have been determined by the production company and have been chosen to minimize the disturbance to other guests. House Managers will take the lead in seating any late patrons. Photography and Filming Cameras, tape recorders, laptops and video cameras are not permitted in the theatres. There may an instance where a producer does allow photography without flash and you will be given that note in the House Manager’s briefing. Food and Drink Bottled water is always allowed in all theatres. When ice cream is sold at intermission, drinks and snacks that are purchased from the bars are allowed after intermission only. The house manager will notify you when this occurs. Ice cream sales typically occur during Center REP, CCMT and Diablo Theatre Company performances. All ice cream proceeds benefit the Young Rep Educational Program. You may NOT buy ice cream, coffee, or bar snacks while you are ushering. Please do NOT accept ice cream that was purchased for you by a patron(s). It is not allowed. We need you to remain ready to serve and address questions; not get caught with your mouth full. Smoking State law prohibits smoking in public buildings. Smoking is also not allowed anywhere in the area surrounding the center as well, per city ordinance.

ATTENDANCE POLICY Ushering events are scheduled every two months. Requests and schedule confirmations are generated via the online Volunteer Information Center (or VicNet). Please attend all of your confirmed assignments. If your availability does change, you may edit your schedule via VicNet up to five (5) days prior to a performance. If you must cancel with shorter notice than five (5) days, please give the Usher Coordinator notice of your canceled shift. This is to ensure we have appropriate time and opportunity to fill your vacancy. All missed shifts, regardless of reason, will recei ve individual attention and review by the Usher Coordinator. It is a possibility that one (1) miss ed shift with no notice to the Usher Coordinator an d/or the LCA Usher Line may result in immediate dismissa l of your services. We rely on the schedule to be accurate as we support and staff events and perf ormances. LCA Usher Line (Message line only for cancellations or changes) (925) 295-1414 Usher Coordinator, Pat Mitchell, rusich@lesherartscenter.org, (925) 295-1402 DRUG-FREE WORKPLACE POLICY In accordance with the City of Walnut Creek, the Lesher Center for the Arts and its employees are committed to providing a drug-and alcohol-free workplace. As a volunteer at the Lesher Center for the Arts and representative of the City, you are required to comply with these rules and standards. Volunteers shall not be under the influence of controlled substances or alcohol during volunteer service hours. Drugs and alcohol can hinder ones ability to perform duties safely and effectively, therefore any volunteer violating this policy will be released from future services immediately. VOLUNTEER DRESS CODES The dress code is intended to present a professional appearance and is as follows:

MEN: Solid white long sleeve dress shirt (tucked in), solid black dress pants, black (or dark) socks, and appropriate black shoes. No tennis shoes are allowed. Ties are optional.

WOMEN: Solid white blouse or shirt (tucked in when appropriate), solid black slacks or skirt, black (or dark) socks or black or neutral hose, appropriate black shoes. No tennis shoes, sandals or open toed shoes are allowed.

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Unacceptable Dress Pedal pushers, short pants, athletic shoes, T-shirts, jeans, mini skirts, fish net stockings, brightly colored/white socks, beanies or hats. If you arrive for an LCA performance inappropriately attired the House Manager will have the option of sending you home. Fragrances Please refrain from wearing strong perfume, cologne or aftershave when ushering. Many guests are sensitive to strong fragrances. Also, as a representative of the Lesher Center please arrive to usher with a professional level of personal hygiene. Vests Blue, Red or Teal vests are provided by the LCA. Each color vest corresponds with one of our theatres; Hofmann ushers wear Blue, Lesher ushers wear Red and Stage 3 ushers wear Teal. Vests are located in the vest closet in the first floor lobby. Everyone is required to wear a vest when working. Because there is a limited number of vests in each size, it is greatly appreciated you wear appropriately sized vests. Vests MUST be returned at the end of each performance to their proper size location on the rack. CALL TIMES It is very important that you arrive on time for your volunteer shift. Starting the show or event on time greatly depends on the house being ready to seat patrons at the appropriate time. This means you need to be checked in and ready to start your volunteer shift by call time. The call time is always one hour prior to the curtain. As traffic can vary greatly, please allow time for extra traffic as a rule and not exception. Please also allow time for parking and walking to the center. If you arrive late for an LCA the House Manager will have the option of sending you home. After four (4) late arrivals, regardless of reason, you will be dismissed from the usher program.

VOLUNTEER USHER PROCEDURES AND RESPONSIBLITIES

1. Ushers must arrive at the theatre at the call time indicated on their schedule. Please be sure to arrive on time as we have limited time to cover event details and assign usher positions before the theater is set to open for seating, typically a half hour prior to curtain. If you arrive late, the House Manager will have the option of sending you home. After four (4) late arrivals, regardless of reason, you will be dismissed from the usher program.

2. Please leave bags, and personal items in your car or at home, as there is not a completely secure area

to store them while ushering.

3. Gather in the First Floor lobby, near the central staircase. Your assigned house manager will greet you and gather the volunteers by performance.

4. Your house manager will let you into the vest closet and escort you to the appropriate theater for your

shift briefing.

5. Ushering positions will vary based on the event and number of ushers scheduled. Typical positions include Security Doors (Hofmann only), Aisle Ushers (all theater spaces), “Splitters” (Hofmann only) and Sennheiser Check Out (all theater spaces). If you have any question about your assignment or specific responsibilities, don’t hesitate to ask.

6. Move to your post and familiarize yourself with the layout of the house. On your way to your post,

check out the emergency exits and evacuation routes closes to your assignment. If you have any questions, ask your House Manager.

(Note: See the section discussing EMERGENCY PROCEDURES for more information.)

7. When the House Manager announces that the house is open, take your position, stand and be ready to

politely assist patrons. Remember to actively offer to help patrons, smile, and direct them to their seats. As the house fills up, make a mental note of the empty chairs near you. Often these patrons will arrive during late seating. It will be easier to help them to their seats if you have an idea where they might have tickets.

8. Please refer all seating issues and comments/questions about the Center or a given production to the

House Manager.

9. Please close the doors only when the House Manager instructs you to and not before, both at the start of the show and after intermission. Please remain STANDING in the back for 5 minutes after the show has started. After late seating any patrons (the time of which depends on the performance), you may take an available seat within the back three (3) rows. Do not cross over any patrons to get to a seat and never ask a patron to move so you may sit down.

Note: Seats are not always guaranteed, as some events will sell out. If no seats are open, stand near the back of the house for the duration of the performance.

10. If there is a disturbance in the theatre, (i.e. a crying baby, loud talking or a camera) politely deal with it.

This can normally be accomplished by asking the patron(s) to stop the disturbance. If you do not feel comfortable doing it or have had negative response, get your House Manager. It is very important that you do not allow the disturbance to continue.

11. For most performances, there will be a late seating, typically 5-10 minutes into the show. At this point,

those patrons who have arrived after the show has started will be allowed into the theatre (usually between pieces or scenes). The House Manager will handle all late seating issues. Sometimes it is best to show them to any available seat for the first act of the show. It is not important for latecomers to get a program; they can move to their assigned seat and get a program at intermission.

12. During performances, please be aware of the patrons around you. You are our eyes in the theatre. If

a patron needs assistance (i.e. help up the stairs to go to the restroom or help back to their seats) please offer help as soon as you notice their need. Do not allow audience members to sit on the arms of the chairs or prop their feet up on the backs of seats or on the stage area.

13. In the event of an emergency, notify your House Manager IMMEDIATELY. LCA staff will take over and

manage the situation LCA policy outlines. Emergencies can be minor or major in nature. As a volunteer, you may be asked to assist in emergency procedures.

(Note: See the section discussing EMERGENCY PROCEDURES for more information.)

14. At intermission, stay in the theater. Please do not open the house doors until the lights have

come up fully. You must remain standing during intermission. If you have to use the bathroom, feel free to do so. You may also talk to other ushers in nearby areas but do not look as if you are shutting patrons out from asking questions. You may NOT buy ice cream, coffee, or bar snacks during intermission. Please do NOT accept ice cream that was purchased for you by a patron. It is not allowed. At the end of the intermission, please close the doors only when the House Manager instructs you to do so and not before.

15. After the performance, please does not open the house doors until the lig hts have come up fully. Remain standing at your post until all guests have left the theatre and the House Manager has released you. This is vital if you are assigned to work Security in the Hofmann. This is important because we do not want people to think that we are trying to push them out. Then, pick up programs and any lost articles. Lost and Found items can be turned into your House Manager. You are not responsible for picking up trash. Put away your vest, and have a great evening. Thanks for ushering!

EMERGENCY PROCEDURES During a performance, you, as a volunteer usher, are our eyes in the theatre. A significant responsibility of ushering is to notify your House Manager IMMEDATELY of any emergency situation occurring in or around the theatre. You will receive a summary of various emergency procedures when you receive your post assignment for the night. Be sure to be familiar and comfortable with the information given. Ask your House Manager if you have any questions or concerns. Our guests see you as a representative of the Lesher Center when you are here ushering. In the event of an emergency, please try to remain calm and follow the instructions given to you by full-time staff and your house managers. Please assist us in keeping our audiences calm as we navigate the situation at hand.

FIGHTING FIRES - "TO FIGHT OR NOT TO FIGHT" NO, don't fight the fire. Get out, get others out, and call 9-911: • If the fire is spreading beyond the spot where it started. • If the fire could block your exit. • If you are not too sure how to operate the extinguisher.

YES, use the fire extinguisher: • If you have already called 9-911. • If the fire is small (confined to its origin in a wastebasket, cushion, small appliance, etc.) • If you can fight it with your back to an exit. • If your extinguisher is in working order and you know how to use it. • If you know enough to get out fast if your effort is failing.

ACCESSIBILITY AT LCA The Audience Services Coordinator is responsible for the accessibility services offered at the Lesher Center. However, as a volunteer usher, a patron with an accessibility service question may approach you. If you receive such a question, please refer the patron to the nearest House Manager. If you would like further information about the accessibility services at the Center, contact the Audience Services Coordinator. Audience Services Coordinator Courtney Egg cegg@lesherartscenter.org (925) 295-1408 ADDITIONAL THEATRE INFORMATION First opened in October 1990, the Center now presents more than 900 performances and events each year. More than 350,000 patrons walk through the Center's front doors each year. The Center is owned and operated by the City of Walnut Creek. The Hofmann Theatre is the largest of the three theatres in the Lesher Center for the Arts. It features a spacious main floor and a balcony featuring four sets of box seating areas. The theatre is used for large-scale productions including musicals, operas, ballets, symphonies and larger corporate functions. The Hofmann Rotunda provides an elegant space for small corporate gatherings and cocktail parties. The large windows overlook Civic Drive and offer a grand and spacious environment. The Lesher Theatre provides a more intimate space for mid-sized productions including musicals and plays. The Knight Stage is a black-box theatre featuring a space tailored for smaller, more intimate productions and events. Seats can be added or removed as necessary. The Encore Room, located on the third floor of the Lesher Center for the Arts, provides an intimate space for business meetings and small receptions. The room seats 25. The Del Valle Theatre is located outside of downtown Walnut Creek at 1963 Tice Valley Boulevard, just two miles from the Lesher Center for the Arts. With 385 sets, it provides a great space for mid-sized productions and corporate gatherings. (See the APPENDIX for theatre seating maps)

CONTACT INFORMATION If you ever have any questions, problems, or suggestions, don't hesitate to call or e-mail the Audience Services Coordinator or the Usher Coordinator. We are here to help make your ushering experience as pleasurable as possible. LCA Usher Line (Message line only for cancellations or changes) (925) 295-1414 Audience Services Coordinator Courtney Egg cegg@lesherartscenter.org (925) 295-1408

Usher Coordinator Pat Mitchell rusich@lesherartscenter.org (925) 295-1402 Ticket Office (925) 943-SHOW (7469) Lesher Center for the Arts 1601 Civic Drive Walnut Creek, CA 94596

THANK YOU!!!

APPENDIX How to read a Ticket Hofmann Theatre Seating Map Margaret Lesher Theatre Seating Map Knight Stage 3 Theater Seating Map READING TICKETS:

Our new platform gives us the ability to offer mobile tickets as a delivery option. These are tickets that are delivered to patrons’ phones or tablets. Seating information can be found in the order confirmation patrons click through to open their admission tickets. Illustrations of this can be found in the next few pages.

Print at Home tickets may either be printed as the formatted PDF or opened as Mobile tickets. The printed PDFs include the theater information just above our address. The seating information is located in the gray bar. Illustrations of this can be found in the next few pages.

Our reserved ticket stock formats have not changed. You will see a new ticket stock color, a gold stock for our 25th anniversary season of the Lesher Center. Some of the upcoming season events were printed on the blue stock as we worked through the migration. Be sure to thoroughly read each ticket as you are assisting with seating. Regular Ticker Stock There are two types of tickets that you will come in contact with:

1) A general admission ticket, where the patrons are free to sit wherever they please, and 2) A reserved seating ticket in which patrons have assigned seats and to which the usher will

assist with.

General Admission Ticket Example

Reserved Seating Ticket Example

See the APPENDIX for more explanation of how to read a ticket. Patrons also have the option to Print Ticket At Home, for purchases made online via tickets.com. Patrons may present a ticket printed on computer paper, but the performance information will match what is normally on our traditionally printed tickets.

How to read a Reserved Seating Ticket Presenting Company Show Title

Start Time Location Day and Date Door Number Row Letter Seat Number of Performance

25

th Anniversary Season Ticket Stock

18

More about Mobile

Show, date, and theater information is compressed. The specific seat location can be found in the green circle.

19

20

21

22

23

Hofmann Theatre Seating Map – 785 seats

s

24

Margaret Lesher Theatre Seating Map - Located on Fl oor 2. 297 seats

25

Knight Stage 3 Theatre Seating Map - Located on Flo or 1, through the Ticket Office Lobby. 133 seats