• Melbourne & Olympic Parks (M&OP)is very committed to delivering an experience driven by equality, inclusion and accessibility for all guests
• Disability refers to several conditions that effect people and the way they go about their daily life
• A disability can be:
  • Physical
  • Intellectual
  • Sensory
  • Neurological
  • Learning related
  • Disease or injury related
• It is important to remember that disabilities may not be visible and guests may have invisible disabilities that may not seem obvious. It is important to treat all guests with respect and if a guest indicates they need to use an accessible facility you should allow them to do so without question
• At M&OP we strive to all guests can have the most enjoyable experience possible.
• This new line added.

• John Cain Arena (JCA) offers accessible and companion seating on Arena Level on all four sides of the seating bowl, accessible via Arena Door 1, 3, 5 & 7
• Pre booked tickets for guests with accessibility requirements is done through Ticketek Australia for the Melbourne & Olympic Parks Accessible Seating Service:
  • Reach them by phone on 03 9286 1208
  • Submit a request to be contacted online by visiting https://help.ticketek.com.au/hc/en-us/requests/new
• If there’s still availability, tickets may also be purchased on the day from the John Cain Arena Box Office located next to the Main Entry (Western Plaza, near Grand Slam Oval & Olympic Blvd)
• If a guest has booked standard seating, but has an accessibility requirement, they are encouraged to call the Ticketek Accessible Seating Service as soon as possible
• If the guest(s) arrive at an event with an accessibility requirement which was not accounted for at time of booking, M&OP team members will do what they can to re-locate them to an appropriate area, however this may not always be possible.

• The Main Entry point for John Cain Arena is The Western Plaza entry on the Grand Slam Oval (GSO) side of the venue
• The venue entrance can be accessed via Olympic Boulevard, Melbourne Arena Tram Stop (Route 70), Edwin Flack Bridge, the Eastern Car Park or via Tanderrum Bridge or Garden Square via the Central Terrace in from of Rod Laver Arena
• A dedicated accessibility lane is set up for access into the venue which is the lane closest to Olympic Blvd and the Ticketing Box Office
• At each entry point Turnstiles team members will be equipped with hand scanners to accommodate guests entering with accessibility needs
• For any event that opens the Eastern Plaza or Eastern Concourse as an entry point, necessary accessibility entry points and hand scanners will be in place to accommodate these guests
• Internal lifts 1, 2, 3  4 can facilitate guest movement from Concourse (Ground) Level and to access Arena Level where accessibility seating is located, or Suite Level if they are ticketed to a Suite or Corporate Reserve
• Internal lift 6 is located in the Eastern Lounge Annex and can facilitate guests movements from the Eastern Lounge to the Eastern Concourse when approved access is permitted - event dependent
• There is an external lift to John Cain Arena which can facilitate access to the Eastern Plaza from Olympic Blvd
• A pick-up and drop-off zone is available on Olympic Boulevard outside John Cain Arena. Guests should be directed to use these zones, especially for those who have accessibility needs. A time limit applies in this area and will be enforced.

• Familiarise yourself with all accreditation passes in your Event Information/Briefing Notes for samples and details of Event-specific accreditation and what access each pass permits
• Accreditation passes are applicable for all events
• Each venue hirer has their own accreditation system in place 
• No one should be entering areas without the appropriate accreditation
• All accreditation passes must be facing the correct way and physically checked prior to granting access to the specific area. No person is provided entry without a valid accreditation pass or ticket
• Make sure you familiarise yourself with the accreditation board at your position At each position or access point, there will be an accreditation board displayed with details of what passes can go past that point. This will vary depending on the location and event.

Location: Olympic Boulevard, Melbourne 3001 

Postal: GPO Box 4611, Melbourne 3002

The distribution of promotional items, flyers, pamphlets, samples, gifts, products and printed materials as well as solicitation of signatures is not permitted without authorisation from Venue Management. 

Details of persons authorised for any activity listed above will be included on the Event Information/Briefing Notes. 

Any person suspected of unauthorised activity must be reported to your Supervisor or the Venue Control Centre (VCC)/Stadium Communication Centre (SCC).

Guests can report antisocial behaviour or any guest concerns by sending a text to 0499 062 062 during an event. 

The number is displayed on IPTV screen around the concourse and sometimes on the big screen video boards during sports events. 

The texts are monitored and managed by the VCC Operator

Area Wardens should take direction from the Chief Warden. It should be clearly understood that the primary duty of Area Wardens is not to combat emergencies, but to ensure, as far as practicable, the safety of the occupants and their orderly evacuation from the danger zone. 

Area Wardens are responsible for the evacuation of all guests, contractors and team members in their area, if required, due to: 

- An immediate danger in your area (notify the VCC/SCC immediately of your decision) 

- An instruction from the Chief Warden 

- An instruction from the Communications Officer 

- A Public Address announcement 

- An EWIS/Evacuation siren 

Area Wardens are required to: 

- Inform and instruct all wardens in your area 

- Delegate (checking toilets, plant rooms, stairwells, etc.) 

- Inform wardens of change of exit or assembly area 

- Provide timely information to the Chief Warden 

- Conduct daily inspections of the area prior to occupancy 

- Direct and assist wardens 

- Ensure your area is completely evacuated if safe to do so

Asthma Kits are located with the Defibrillators (AED) in the following areas: 

Suite Level, South East Corner near Lift 3 and Suites 5 & 6 

Staff Muster Area, Basement Level - West, near kitchen

Internal: 

Concourse (Ground) Level - opposite Doors 4 & 6 

External: 

The closest ATM externally is located at AAMI Park (Entrance F, Ground Level under North West and North East stairs)

The Authorised Officer is appointed under the Major Events Act 2009. The Act protects the right to a safe and enjoyable environment for participants and guests attending major events in Victoria. 

The Act primarily supported Major Sporting events, however, was updated in 2019 to now include cultural events, including theatre events, concerts, gallery exhibitions and festivals. The update ensures greater protection for the community from ticket scalpers. 

Generally, the Event Manager is the nominated Authorised Officer at events. An Authorised Officer has the power to: 

- Search and inspect 

- Power to require name and address 

- Surrender to confiscation of prohibited items 

- Direct guests to leave the event venue or event area 

- Direct guests to leave for disruptive behaviour

Back of House refer to venue hirer and operation spaces which include change rooms, dressing rooms, loading dock and venue operational areas including the VCC. 

Further information on BOH will be provided in Backstage Briefing Notes.

Backpack and Bag Restrictions are dependent on the Event. 

Sporting / Family events - backpacks and bags may be permitted if they fit under your seat. 

Concerts - No backpacks of any shape or size, including handbags that can be worn as a backpack, are not permitted. 

All other bags need to be 30x30x30cm or smaller. 

If you need a backpack or bigger bag for medical purposes, this is permitted, but you will still need to be ready to be searched when entering the venue and event team members need to be notified of bags needed for medical reasons. 

Refer to C - Conditions of Entry, P - Prohibited Items or Event Information/Briefing Notes for further information.

Prior to entering the venue all guests will be asked to consent to an inspection of their bags and other belongings for prohibited items. Guests refusing an inspection will be refused entry into the venue. 

Refer to C - Conditions of Entry.

A bootlegger refers to the unauthorised sale or distribution of products. 

This is typically seen either before or after an event where a person is selling unauthorised copies of artist merchandise external to the venue/precinct. 

The only official point of sale for Merchandise at any event is through the venue Merchandise outlets. 

If a team member witnesses or is made aware of the unauthorised sale of Merchandise it should be reported to the VCC/SCC.

Bus routes which stop within easy walking distance of the precinct and venues include: 

Bus 246 (Latrobe Uni – Elsternwick Station) stops at corner of Olympic Boulevard and Punt Road. 

Other nearby bus stops include: 

• Swan St/Punt Rd 
• Rowena Parade/Punt Rd 
• Wellington Pde/Hoddle St 
• Bridge Rd/Hoddle St
• Anderson St/Alexandra Ave

Located: Bus Park, via Entrance D off Olympic Boulevard 

Cost: $50.00 per bus. 

Parking is subject to availability and bookings are essential. Go to https://prebook.mopt.vic.gov.au

There are several Café onsite at the M&OP precinct which are open to the public: 

Collective Café. Refer to C - Collective Café for more details. 

Edwin’s Café. Refer to E - Edwin’s Café for more details 

Glasshouse. Refer to G - Glasshouse for more details

The following are not permitted into the venue: 

• Professional cameras including; DSLR, mirrorless or any cameras with a detachable lens (some events prohibit the use of all cameras, or flash photography) 
• Audio recording devices or video cameras 
• Camera Tripods 

This policy is subject to change – please refer to Event Information/Briefing Notes for event specific restrictions.

M&OP has the following Car Parks – 

• Entrance A – access to Northern Car Park. Public Parking available. 
• Entrance B – authorised personnel parking only. No Public Parking. 
• Entrance C – authorised personnel parking only. No Public Parking. 
• Entrance D – access to John Cain Arena Loading Dock (authorised personnel parking only), Eastern Plaza Car Park and Bus Car Park. Public Parking available. 
• Entrance E – stadium authorised parking only. No Public Parking. 
• Entrance F – stadium authorised parking only. No Public Parking. 
• Entrance G – currently non-operational, utilised for Australian Open only. 

Parking throughout the M&OP precinct can be booked online at www.mopt.com.au. Pre-booked event parking is at the discounted rate of $20.00 and must be booked prior to 11:59pm the day prior to the booking. 

Limited public parking may be available at other M&OP car parks at $30.00 per car. Availability is dependent on other events in the precinct. 

Yarra Park at the Melbourne Cricket Ground (MCG) is generally open for large events, however, guests should check prior for availability. Parking throughout the M&OP precinct is severely limited. Guests are strongly encouraged to use public transport.

Delaware North Catering (DNC) is the contracted caterer at the venue for the provision of both BOH, corporate and retail food and beverage offerings. 

Delaware North also operate the onsite café Collective Café located on Level 2 of Tennis HQ (THQ). 

Refer to C - Collective Cafe for further information. Refer to D – Delaware North Catering (DNC) for more information. 

Refer to F - Food and Beverage Outlets for future information. 

Last Supper is a catering contractor utilised in all three arenas (RLA, MCA & JCA) for the provision of food and beverage offerings to select Hirers and in BOH areas only. The engagement of Last Supper is at the discretion of venue management.

Several baby change tables are available in the Parent Room at JCA which is next to the First Aid Post near Door 2 on the Concourse. 

Refer to P - Parent Room for further information. 

A baby change table is also available in the accessible (disabled) toilets on Suite Level opposite Suite 5 (near Lift 3) 

Refer to Multi-Level Directional Map

John Cain Arena has several team changerooms available Back of House, with the hirer responsible for designating home and away team changerooms as indicated by BOH room signage. Access to BOH and changeroom as are per the accreditation system for each event. 

Changerooms include toilets, basins and showering facilities, locker spaces, benches / seating. The changerooms at each end of the corridor (Room 52 and Room 44, which are typically home and away team changerooms) are fitted with 2x in-built ice baths each. 

Some of the changerooms have the ability to be divided into two smaller changeroom spaces if required.

• A Changing Places is a toilet and change facility that caters for guests with complex disabilities and their carers where they require additional space, assistance and specialised equipment to allow them to use toilets safely and comfortably. 
• Each facility is equipped with a height adjustable adult-sized changing bench and a tracking hoist system with adequate space for a person with a disability and up to two carers. 
• The Changing places facility is located down towards the Southern Concourse just after Door 4, near BLVD Bar. A MLAK (Master Locksmith Access Key) is required to access this facility, many guests who require this facility will already have a MLAK given to them by the Department of Health and Human Services. 
• If not, they can sign one out at the information desk. A MLAK allows guests and their carers to open changing places toilet facilities in many public spaces and buildings.

The age for free tickets is determined by the hirer. 

Any child admitted free into the venue is not entitled to occupy a seat. 

The child must sit on the lap of the accompanying ticketed guest in a reserved seating area. 

In the absence of a free age being stipulated the standard M&OP Policy will apply. 

The standard policy stipulates that: 

• Any child aged 3 and under (0-3) for RLA, MCA & JCA events will be admitted free entry 
• Any child aged 4 and under (0-4) for AAMI Park sporting matches will be admitted free entry 

Exceptions to this policy are children's events, which require all children 12 months and over to hold a valid ticket. 

Note: This is a guide and subject to change per event and hirer.

Cleaning services at all venues is outsourced and managed by Cirka who are the Precinct's Cleaning Service Partner. 

They are contracted to complete all cleaning operations at M&OP which includes pre, during and post-event cleans as well as ongoing maintenance cleans of venues .

All requests for cleaning during an event should be referred to the VCC/SCC. 

Cirka's administration office onsite is located in John Cain Arena on Basement level opposite the Arena Management offices next to Staff Entry.

Cloaking facilities are available at the following locations: 

• Western Plaza (Near GSO, next to Main Entry) – External & Internal cloaking windows available 
• Eastern Plaza (Opposite the NTC, near the Entry) – External & Internal cloaking windows available. Note: this is only open when the Eastern Plaza entry is being used. 

There is no fee charged for cloaking. 

Large items such as suitcases, camping gear, fold-out chairs, pillows or sleeping bags will not be accepted to cloak. Small carry on size suitcases are permitted. 

All items will be visually inspected by our staff, and venue management reserve the right not to cloak certain items. 

Refer to P – Prohibited Items. 

Items not collected at the end of an event are treated as Lost Property and are managed by M&OP’s Customer Service Officer and reception team. 

Refer to L - Lost Property for further information

The Collective Café is open to the public Monday to Friday, between 7:30AM – 5:00PM. 

Collective Café is managed by Delaware North.

Location: Level 2 – Tennis HQ.

Access: Northern Car Park/Garden Square and Rod Laver Arena Tram Stop

M&OP are committed to the Companion Card Scheme. All venue hirers are required to participate. 

The Companion Card is a card issued by the Victorian Government to people with a profound disability who require the assistance of a companion to access the venue and event. 

The Companion Card Scheme entitles a companion to one complimentary ticket for free entry to an event when attending with the card holder. When booking tickets the card holder is required to quote their card number and then bring their card to collect the ticket at the event. 

For more information contact the Companion Card Information Line on 1800 650 611.

All complaints, where possible, should be resolved on the day by team members, with assistance from a Supervisor or Event Manager if necessary. 

Guests with complaints that that cannot be resolved on the day must submit their complaint in writing to receive a response. 

The Information Desk/Customer Service Centre has business cards that include the contact details of where guests need to send a written complaint. These are given out to guests as required. Please advise the guest they need to email our Guest Services team with information including, the event attended, a description of what happened and their desired outcome when submitting a written complaint. 

All feedback received is read and complaints will be escalated throughout the business as required to reach a resolution if necessary. Guests may email or post their complaint to: 

enquiries@mopt.vic.gov.au 

OR 

M&OP Management 

GPO Box 4611 

Melbourne 3001

Concessions applicable for an event are determined by the hirer. 

Guests must prove eligibility for concession by producing valid concession documentation when purchasing a concession ticket. 

Guests must prove eligibility for concession when entering the venue by producing valid concession documentation with their event ticket on entry. 

Any person holding a valid and current: Seniors Card, Pensioner Concession Card, Full-time Student Card, Library card (for Juniors only), Repatriation Health Care Card or are Totally and Permanently Incapacitated. 

Health Care Cards are not accepted as a form of concession. 

If a valid and current concession card is not presented, entry to the venue may be refused. 

A guest who is unable to produce valid concession documentation at the Box Office/Ticket Sales outlet must not be allowed to purchase a concession ticket.

All contractors and personnel in a working capacity must complete the Online Safety Induction prior to commencing work onsite. Inductions can also be completed on the spot prior to entering the venue via this link: http://www.onlineinduction.com/mopt/.

Artist and performers are not required to complete this induction.

All contractors and personnel requiring access to the Catwalk must complete the specific Catwalk Induction (online) and can only be granted access by the designated Contract Manager or M&OP Operations Supervisor.

All contractors and personnel should be referred back to their Contractor Manager for access to the induction.

Refer to S – Service Partners for further information on venue event contractors.

Couriers must be directed to M&OP Reception at Tennis HQ Administration Building (THQ), located in the Northern Car Park. Access for couriers is via Entrance A (off Batman Avenue) for small, mid-week deliveries. Courier and delivery drives can contact Reception on 9286 1600.

Couriers for AAMI Park must be directed to the Stadium Security Office off Entrance E.

Refer to D - Deliveries for further information and event specific delivery information.

Unauthorised event team members must not sign for or accept any items delivered by courier. This may change for Special Events, please refer to Event Information/Briefing Notes for further information.

Courtsiding is the practice of transmitting information from an event for the purpose of gambling, or placing of bets directly from an event, predominately seen in sport.

Courtsiding is not permitted in venue and any team member that suspect a guest of courtsiding or displaying unusual behaviour that is not typically seen are to notify a Supervisor or VCC/SCC.

Any person working in a security or crowd control capacity or position at M&OP’s venues must hold the appropriate security or Crowd Control License for their duties.

All staff will hold a minimum qualification of Certificate II in Crowd Control.

All security staff working in a security or crowd control capacity must carry their valid license with them  at all times, sign in and out of the Crowd Control Register and wear a security number or accreditation, issued by M&OP or M&OP’s security contractor.

Crowd Controllers and Security Guards will be familiar with and act in accordance with all relevant legislation.

M&OP endeavours to make a space available for a Cry Room although this is subject to event mode and an available spaces, a designated space isn't available and cannot always be guaranteed.

Refer to Event Information/Briefing Notes for further information or contact VCC/SCC

A guest with a ticket that will not scan at the turnstile must not be admitted into the Venue.

The guest must be referred to the closest Ticket Box Office /Ticket Sales outlet. Refer to T - Ticket Sales.

The Ticketing team members will check the ticket to ensure that it is a valid event ticket and if so re-print the ticket for the guest so that it can be scanned.

Defibrillators (AED) are located in the following areas:

• Suite Level, South East Corner near Lift 3 and Suites 5 & 6
• Staff Muster Area, Basement Level - West, near kitchen

Defibrillators will also be located in the First Aid Post(s) and/or with roving St John crews.

Asthma Kits are also located with the Defibrillators. Refer to A  Asthma Kits

Delaware North Catering (DNC) is M&OP’s Catering Service Partner responsible for all catering at the Arenas, including RLA, MCA and JCA.

DNC manage all food and beverage requirements including corporate catering and retail food & beverage outlets.

DNC have an administration office onsite located on the 5th Floor of M&OP’s Tennis HQ Administration Building.

Large event deliveries must be directed to the relevant venue locations at the request/approval of Venue Management.

• RLA & MCA: M&OP Gate House (Entrance C), Batman Avenue
• JCA: Stage Door (Entrance D)
• AAMI Park: Stadium Security Office (Entrance E)

Unauthorised event team members must not sign for or accept any items delivered by courier.

Healthy food options (gluten friendly) available at:

Coffee West??

XX

Vegetarian food options available at:

XX

Always refer to  Event Information/Briefing Notes for food and beverage outlets in use.

Think Person First! Treat everyone equally as a person and not a person with a disability.

Don’t make assumptions

No two people are alike and no two people with a similar impairment are alike.

Listen to the guests needs and ask what assistance you may offer.

Be knowledgeable of services we offer, be prepared to answer accurately.

Always address the guest rather than their companion, unless indicated otherwise.

Keep good eye contact, be relaxed and talk normally.

Avoid Jargon; use plain language, making it easy to understand.

Door opening times are determined by the hirer. They may set differing times for Inner and Outer Door Opening. Refer to Event Information/Briefing Notes for exact times.

The John Cain Arena Box Office typically opens 30 minutes prior to Outer Door Opening

All doors must remain closed, regardless of the time, until the direction to open is communicated by the Event Manager or the VCC

Those who require access prior to Door Opening must get approval from the Event Manager or the VCC.

John Cain Arena has a total of 8 doors in the venue, Ground Doors 2, 4, 6 & 8 are found on Concourse (Ground) Level and Arena Doors 1, 3, 5 & 7 are found on Arena Level of the venue. Not all doors are always open and operational for every event, refer to Event Information/Briefing Notes for further information.

Event tickets and venue wayfinding systems use Levels and Doors as the primary means of directing guests.

Referring to door numbers should be used as much as possible when directing guests around the venue.

Guests are unable to circulate the venue due to the design of the venue therefore you must referred to the correct lifts or stairs to access their seat.

Floor access is via the Stairs to Floor within the lower seating bowl. Alternatively, for those who cannot manage stairs, Lift 2 can be utilised to access the Floor area via staff escort.

Guests are encouraged to wear a top (e.g. Shirt, singlet ) at all times.

Guest must always have footwear (e.g. shoes, thongs, sandals)

Designated passenger drop off areas are available across the precinct in the following locations::

• In front of John Cain Arena on Olympic Boulevard
• Opposite Gosch’s Paddock on Olympic Boulevard
• Within the Northern Car Park (Entrance A – Batman Avenue), near Garden Square
• Mobility impaired passengers may be dropped off before the boom gate at Entrance F (East) and Entrance E (West) near AAMI Park

Guests should be directed to use these zones, especially for those who may experience mobility issues. A time limit applies in these areas and will be enforced.

Car park attendants located at near each Entrance will coordinate which vehicles are permitted access to the drop off areas.

Additional designated drop off zones may be implemented depending on the event, for example parents dropping off their children to a concert with a demographic under the age of 18.

Refer to your Event Information/Briefing Notes for further information.   

If a same seat allocation problem is reported where two guests have a ticket for the same seat, team members should do the following:

Carefully check both sets of tickets ensuring that event, event date, level, aisle, row and seat number are the same.

Re-direct the guest who is in the wrong seat.

If the tickets are the same clearly mark who belongs to which tickets.

Temporarily seat the guests (if seats are available) and call a Supervisor.

If the guests do not want to wait for a Supervisor refer them to the closest Ticket Box Office/Ticket Sales outlet

The Supervisor will take both sets of tickets to the closest Ticket Box Office/Ticket Sales outlet where Ticketing team members will investigate and resolve the issue.

If necessary Ticketing team members will provide alternative seating for either party.

If a ticket is a member ticket, the member is entitled to their seats and the Ticketek holder will need to be relocated.

EFTPOS/Tap & Go is available at all catering outlets and most merchandise outlets (may differ from event to event).

No minimum purchase  required and all major cards are accepted.

All guests are able to collect a pair of ear plugs at the nearest Information Desk/Customer Service Desk of the venue they are attending.

Refer to I - Information Desk (for RLA, MCA & JCA) or C - Customer Service Centre (for AAMI Park) for further information

The Eastern Lounge is a located on Arena Level on the Eastern side of the venue. which also includes an Annex that is an additional internal space that connects the lounge to the Eastern Plaza. This is a versatile space and has the ability to be divided into two separate spaces with a dividing wall.

For some events this is a hirer space and often used for Corporate Functions, while for concerts it can be used for General Admission Floor guests to enter the venue, be wristbanded and access the floor.

Access: Can be accessed by guests or hirer users via the following ways:

• Eastern Plaza External Doors
• Internal glass doors near Arena Doors 5 and 7
• Internal doors that lead out to east transverse aisle of the seating bowl
• Escalators & stairs from the eastern Concourse
• Lift 6 from the eastern concourse

The Edwin Flack Bridge links the south side of Olympic Boulevard (Olympic Park) to the north side of Olympic Boulevard (Melbourne Park).

It is located externally at AAMI Park on Level 1 West Concourse (near Gate 8) and continues to John Cain Arena, the National Tennis Centre and the Eastern Plaza.

Located: Ground Level North of AAMI Park

Access: via Olympic Boulevard

Edwin’s Café is managed by Calibre Feasts (not O’Brien Group Australia)

Edwin’s is a cafe that is open to the public Monday – Friday between 7:00am-3:30pm.

Edwin’s cafe may open pre, post or during an event. Please refer to the Event Information/Briefing Notes for event details.

Edwin’s Café also can also cater for private functions

Refer to E - Emergencies for further information

Alert Alarm "Beep, Beep, Beep" - all area wardens and wardens to respond. All other occupants standby-by for instructions from wardens. This is not an evacuation alarm.

Evacuation Alarm “Whoop, Whoop, Whoop” – instruct people in your area to evacuate to the nearest Assembly Point as directed by the Chief Warden.

• Put on your Warden Hats / Vests ;
• Do not use Lifts during an emergency;
• Ensure Fire/Smoke doors remain closed;
• Remain calm;
• People with accessibilty needs should be moved to a safe area to wait for Emergency Services to assist them.

Use the public message (as listed below) when asking people to evacuate:

“This is an emergency evacuation, it is not a drill. Please move calmly to the nearest exit then move outside the venue. Do not use the lifts or your mobile phones.”

If any person in your area refuses to leave, ask them firmly a second time, then leave without them. Report this situation (number of people and locations if possible) to your Area Warden.

Once the area is evacuated, all Wardens should move to the designated assembly area assisting guests on the way to the assembly point.

Chief Warden - White Hat/Vest

Area Warden - Yellow Hat/Vest

Warden - Red Hat/Vest

Refer to Emergency Procedures attached to the Event Information/Briefing Notes.

Red = Fire or Smoke 

Orange = Evacuation

Yellow = Internal Emergency (failure or threat to essential services)

Purple = Bomb Threat or Suspect Package

Black = Personal Threat (Armed or dangerous person) 

Blue = Medical Emergency

Brown = External Emergency

Report emergencies by Radio, Landline, WIP, Mobile Phone or Runner, to the VCC/SCC. State the below –

• Your call sign / name
• Code _______________ (Emergency Code Colour)
• Exact Location
• Details of the emergency
• Assistance Required / Action Taken

In the unlikely event of an emergency requiring evacuation, the M&OP Emergency Management Plan will be implemented.

The public address announcer will read a message asking guests to exit the venue by the nearest safest exit in an orderly manner and direct them to the designated Assembly area.

Refer to Event Information/Briefing Notes for Assembly Area map.

Refer to W – Wardens for further information on responsibilities of being a Warden.

John Cain Arena has two main public entries into the venue:

• Western Plaza – entry western side of the venue near Grand Slam Oval
• Eastern Plaza – entry via Eastern Plaza, Arena Level, near National Tennis Centre & MCG Bridge. Not always in use or for public as is sometimes a Hirer/Corporate Entry.

The Western Entry is the main entry point for all events

The Eastern Plaza entry only being open for public for larger events or for General Admission entertainment events where wristbanding is involved.

All entrances are accessibility friendly.

Security screening which includes bag checks and wanding are in place at each entrance.

For Internal access, refer to D - Doors

Event Workforce Group (EWG) are M&OP's front of house service partner.

EWG provide additional Patron Services and Merchandise team members for events held at all venues.

EWG team members sign on area is shared with M&OP at Staff Sign On.

Administration offices are located off site.

Upcoming events at M&OP can be found on the precinct's website:

- www.mopt.com.au/event/coming-events/

Or alternatively on each individual venue's website:

- AAMI Park: www.aamipark.com.au/event/coming-events/

- John Cain Arena: www.melbournearena.com.au/event/coming-events/

- MCA: www.margaretcourtarena.com.au/all-events/

- Rod Laver Arena: www.rodlaverarena.com.au/coming-events/

Evictions should be carried out by a crowd controller, and where possible a supervisor should be present.

Any decision to evict a person(s) should be made by the Event Manager or by the delegated authority given to a Security or Sector Supervisor within the Conditions of Entry or under the Major Events Act 2009 (Vic)

If you are involved in an eviction, please ensure you complete the Incident Report within the new Crowd Control Register, plus the M&OP Incident Report (both available at Staff Sign On). These MUST be completed by the end of your shift.

All evictions must be called through to VCC/SCC as they are happening to ensure the incident actions, number of evictions occurring and the reason for eviction are all logged and also captured on CCTV where possible.

John Cain Arena has 4 Exit Doors off the floor located:

• Exit Door 1 – North West/Near Ground Door 2 –  (BOH and Loading Dock)
• Exit Door 2 – South West/Near Ground Door 4 – (BOH via south ramp. Used for accessibility needs access to and from the floor via Lift 2)
• Exit Door 3 – South East/Near Ground Door 6 –  (BOH via south ramp. Used for accessibility needs access to and from the floor via Lift 2)
• Exit Door 4 - North East /Near Ground Door 8 – (BOH and Loading Dock)

Depending on event mode and whether the north and/or south raiseables seats are up will determine whether or not there are exit doors in place.

Relevant accreditation access is required to pass through exit doors.

Also referred to as the Fire Control Room.

Located: Concourse (Ground) Level - South East - Adjacent to BLVD Bar near Lift 3

Access: Entrance D off Olympic Boulevard.

Flags, poles and banners exceeding 1 metre in length are considered prohibited items and are not permitted into the venue, flag poles exceeding 1 metres may not be cloaked. Insert AP flag pole 1.6m in here Guests are required to surrender the item to a team member or return the item to their vehicle.

The following items are also not permitted into the venue:

• Large banners that take up more than the guest's seat.
• Flags and banners which may cause offense to guests, team members, hirers, performing artists or athletes.
• Flags and banners which conflict with venue or event sponsors and/or are advertising.

A hirer may also enforce further or ease existing restrictions on the types of flags and banners permitted into the Venues.  For example, for international netball or basketball events, only the national flags of the competing teams may be permitted at the event. Refer to the Event Information/Briefing Notes for confirmation.

A temporary Floor Bar can be set up for concerts or some event types at John Cain Arena, which is located at the back of the floor near the south ramp

This temporary bar can be set up regardless of whether or not the South Raiseable seats are raised in the ceiling or down for seating (if seats are down, Exit Door 2 ad 3 will be used for bar access).

Floor bar has alcoholic and non-alcoholic beverages and snacks available for guests on the floor.

The Floor Bar is not open for all events – please refer to your Event Information/Briefing Notes.

Retail Food and Beverage is supplied by Delaware North.

All permanent public food and beverage outlets are located on Concourse (Ground) Level:

Floor Bar is set up on the back of the floor (under the south raiseable seats if they are down) for some concert event modes. Refer to Event Information/Briefing Notes for more details.

Food and Beverage outlets are subject to change or may provide specialised offerings per event – refer to the Event Information/Briefing Notes for confirmation.

A guest who has forgotten their ticket (left it at home or work etc.) must not be permitted into the venue without a valid ticket.

A forgotten ticket should be reported to a Ticket Box Office/Ticket Sales outlet as soon as possible. A M&OP Team Member should direct a guest who has forgotten their ticket to the nearest Ticket Box Office/Ticket Sales outlet

Once notified of the forgotten ticket, Ticketing team members will check to ascertain if the ticket has already been used for entry into the event.

If the ticket has already been used for the event, the guest will be required to purchase a new ticket.

If the ticket has not been used Ticketing team members will cancel the original ticket and make it invalid for entry. The ticket will scan STOP with the message ”Ticket Not Valid” at the turnstiles.

The ticket will be replaced by Ticketing team members provided that the ticket owner and seat allocation can be verified.

John Cain Arena has several available function spaces within the venue which include:

Eastern Lounge. Refer to E - Eastern Lounge

Western Lounge. Refer to W - Western Lounge

Corporate Reserve. Refer to C - Corporate Reserve

Suites (include Corner and Northern Suites). Refer to S - Suites

Under Raiseable Corporate Space. Refer to U - Under Raiseable Corporate Space (Southern End)

Located at City Entry (Northern Entry), a garden area that is open to the public.

Access to RLA, MCA and CENTREPIECE is through Garden Square.

The Rod Laver Arena Tram Stop (Route 70) is also located adjacent to Garden Square

General Admission (GA) Free Flow is an event mode with a single ticket price point. All tickets for this event are General Admission and have the ability to access both the standing floor and auditorium seating.

GA Free Flow involves a combination of seating and standing areas within the venue, with the standing area on the floor having a strict capacity with access on a first come, first served basis.

Check your Event Information/Briefing Notes for further information.

Located: Glasshouse/Holden Centre on Olympic Blvd, Olympic Park

Access: via Olympic Boulevard

Glasshouse Eatery is managed by The Big Group

Glasshouse Eatery is a cafe that is open to the public Monday – Friday between 7:00am-3:00pm.

Group ticket bookings are available for selected events and are subject to availability.

Group bookings needs to be made direct through Tickets:

•  Tel: 1300 364 001
•  Email: groupbookings@ticketek.com.au

Minimum group booking numbers are usually 10 people, however, this may vary by event

• Advantages of booking through the Groups department include:
•  Personalised service
•  Discounted on selected events
•  Bulk ticket purchases
•  Reserved group seats and pay later (note - part payments will not be accepted)
•  Special offers & incentives

HEARING AUGMENTATION

Hearing Augmentation is the transmitting and receiving system to enhance the audio for people with a hearing impairment.

John Cain Arena has available individual receivers that are worn by a guest to receive the radio waves via an FM transmitter to pick up the sound of an event. Hearing Augmentation FM transmissions can be picked up from any location within the auditorium.

Hearing Augmentation FM devices can be sourced from the Information Desk along with further information on the devices and system.

HEARING LOOP

A Hearing Loop is an audio signal which is amplified via an induction loop embedded in the floor of a specific section on seating in the venue creating a magnetic field in which guests in those seats can receive a wireless audio signal via their own hearing aid. At John Cain Arena the Hearing Loop section is located in the last two rows of sections 33 & 34 (Rows T & U) and the front row of section 58 (Row AA).

Hearing Augmentation and Hearing Loop is available at some events where in-house venue PA is used or the audio feed is provided to the venue by the hirer. Please confirm with the Event Manager or VCC as to whether the Hearing Augmentation devices or Hearing Loop are applicable for the event.

There are 4 in-built temperature regulated ice baths located within the Back of House changerooms at John Cain Arena. Located: 2x in Room 52 (commonly home team changeroom) and 2x Room 43 (commonly away team changeroom)

No public access to these ice baths. Only those allocated to these rooms are permitted to use them

Additional temporary portable ICE-ME ice baths may be available upon Hirer request to be arranged with the Event Manager

Incidents at our venues are classified as:

• Minor Incident, Hazard or Near Miss
• Significant Incident or
• Emergency

All incidents must be reported immediately to the Venue Control Centre (VCC) or Stadium Communication Centre (SCC) via two-way radio or phone. The VCC/SCC is responsible for the classification and management of an incident.

All team members or service partners involved in an incident (even if only an observer) must fill in an Incident Report Form.

Incident Report Forms are available from Staff Sign On and all Safety Noticeboards (which are within all team member tea rooms). The Incident Report Form should be returned to your Supervisor or Staff Sign On.

When a safety incident is reported a job reference number is generated by the VCC/SCC. This number must be included on the incident report form in the space provided.

John Cain Arena operates an Information Desk on the internal concourse, which can be found opposite Door 2. Information Staff can be reached via two-way radio, or by phone on 9286 8011.

The Information Desk provides the following services:

• General Precinct & event information
• Cloaking (internal and external)
• Administration of lost and found property
• Reception area for lost and found children / persons
• Customer feedback and complaints

The information desk can also be a shared space with Sports Venue Hirer's for sporting team information support as well.

As former Victorian Premier between March 1976 and August 1992, it was the late Hon John Cain who brought the long-held vision of successive Victorian Governments to life when he opened the National Tennis Centre (now known as Rod Laver Arena) in 1988, which has become the foundation for what became the M&OP precinct. The creation of the precinct was just one of John Cain's many achievements during a political career that helped shape the future of Victoria. To honour John Cain in recognition of his vision and achievements in establishing this world-class precinct, Melbourne Arena has been renamed to John Cain Arena.

John Cain Arena has held several venue names over the lifetime of the building formerly known as the Multi Purpose Arena, Vodafone Arena, Hisense Arena and more recently Melbourne Arena.

Lifts are a means of accessing the various levels within the venue for guests with accessibility needs who are unable to manage stairs. There are no ramp facilities internally or externally (only stairs).

The Service Lift is strictly for team members and service partners only. At a standard event the Service Lift is locked and all staff that require access have been issued a swipe card. The Service Lift is only manned for special events and concerts.

Team members and service partners are encouraged not to use public lifts once doors have opened.

Alcohol must not be removed from the venue

No more than 4 drinks may be purchased in any single transaction (comprising 4 beers or 4 ciders or a combination comprising no more than 2 spirits)

Under no circumstances are minors to be served alcohol.

Drink serving limits may change based on the event, or over the duration of the event if the Event Manager deems it appropriate based on intoxication levels. This decision will be communicated during the Event with Catering Management and the VCC/SCC will notify all staff of any changes via radio.

At M&OP the standard practice is that service of liquor in the public areas will cease 15-30 minutes before the scheduled end of the event. This may vary event by event, refer to Event Information/Briefing Notes for further information.

Please refer to the Liquor Licence displayed at various points around the venue, at all bars and where alcohol is served, for further information.

AAMI Park has a different Liquor Licence to venues on Melbourne Park (RLA, MCA and JCA) due to different catering contracts.

Located: Ground Level, North of the building

Access to the Loading Dock is via Entrance D roundabout off Olympic Blvd and the Northern roadway

Car Park Control manage boom gate and loading dock gate access

Stage Door Keeper is situated in the Internal Loading Dock and is responsible for managing the internal / external loading dock and access, as well as Back of House pedestrian arrivals and Hirer parking

Delaware North's Loading Dock is also accessible from the Loading Dock accessible on the eastern side of the building near the eastern show courts

The enquiry / drop off points for all lost property found during an event are the Information Desks/Customer Service Centres.

Any lost property found by team members or handed to team members must be taken to an Information Desk/Customer Service Centre as soon as possible. If a team member is unable to leave their position, they should contact their Supervisor or the closest Event Security Team members.

A guest looking for lost property is to be directed to an Information Desk/Customer Service Centre.

Note - Some ‘found’ items should be treated as unusual or suspicious.  Do not touch any item that you believe is suspicious and refer the item to your Supervisor or nearest Event Security team member.

There is also an online form which guests can complete and submit post-event if they have lost an item at an event, direct guests to visit www.mopt.com.au/lost-property/

A guest who has lost or had their ticket stolen must not be admitted into the venue without a valid ticket.

The guest must be referred to the Ticket Box Office/Sales outlet for the appropriate investigation and action to be taken.

MSS Security (MSS) are our Precinct Security Service Partner.

They supply Core Security team members for the precinct who are located in the Precinct Operations Centre and the AAMI Park Security Control Office.

MSS also provide additional Event Security for events held at all venues. At a standard event, they would be utilised in the following roles, but is not limited to:

• Bag Search & Wanding
• CCTV
• Crash Fence

MSS Employee Sign On area is shared with M&OP at Staff Sign On.

Administration offices are located off site.

All requests for assistance from Event Security must be referred to the VCC/SCC.

The Act was developed to consolidate all the laws relating to major sporting events and venues. It is designed to provide all the powers and protections required to stage major sporting events in the State of Victoria.

The Act supports and protects events in a range of area including crowd management, operational arrangements, aerial advertising, commercial obligations and ticket scalping.

Event staff and contractors are not permitted under any circumstances to make comments to the media regarding any issue involving the venues(s), hirers or events.

The Policy includes directly answering media questions, general comments, or speculation and comments off the record.

All requests from the media must be referred to the M&OP Corporate Communications Team Department via the Event Manager for a response.

Sporting Venue Hirers may have team memberships which can be used to enter the venue containing barcodes to be scanned upon entry and may also include seating information.

Refer to the Event Information/Briefing Notes for further information

The main merchandise outlet is located internally on the Western Concourse opposite the main entry between Ground Doors 2 and 4.

In addition to permanent merchandise outlets, there are also opportunities for temporary merchandise outlets to be set up on the internal concourse or external to the venue. Check your Event Information/Briefing Notes at each event to determine which outlets are open as this will vary from event to event.

For most events at JCA, the merchandise outlets are managed by Venue Hirer staff or volunteers, however, for concerts this is typically staffed by M&OP team members.

The only official point of sale for Merchandise at any event is through the venue Merchandise outlets.

M&OP strive to ensure that the personal safety of team members and guests are maintained at all times

Once in position for the event all team members should:

• Identify the location of the closest team member allocated a two-way radio
• Note the locations of the nearest fire extinguishers and emergency exit points
• Complete a White Level Inspection. Refer to W - White Level Inspection
• Make sure your work area is clean and safe by checking for hazards or anything requiring maintenance. Report cleaning / maintenance issues to your Supervisor or the VCC/SCC.
• All team member should be aware of the assembly areas in an emergency. Refer to Evacuation Procedures Map in Event Information/Briefing Notes.

Safety Noticeboards are located in the Muster Rooms. Refer to these for up to date information regarding OH&S

For reporting of any OH&S incidents refer to I - Incident Reporting for further information

The OB compound is located external to John Cain Arena within the Loading Dock.

Access is via Entrance D and the Northern Roadway to access the Eastern Loading Dock gate.

Typically the OB compound is located across the parking spaces against the northern black gates that run parallel to the roadway.

The Precinct Operations Centre or Stage Door Keeper will facilitate access to the OB trucks upon their arrival. Broadcasters arriving to set up in the OB area must report to the Stage Door Keeper.

There is a dedicated parent's room is located on the Concourse (Ground) Level at John Cain Arena next to the First Aid Post near Door 2 / 

Lift 1.

The facilities available in the Parent's Room include:

• Baby Change Tables and nappy disposal bins
• A microwave for heating up bottles and baby food
• Baby feeding areas

There are no toilets facilities within this room, however, there is an Accessible toilet opposite the parent room if required.

This room may also be utilised as a cry room.

M&OP offer multiple parking opportunities available across the precinct. For further information on types of parking offered:

Car Parking. Refer to C - Car Parking

Accessible Parking. Refer to A - Accessible - Access, Ticketing & Facilities

Bus Parking. Refer to B - Bus Parking

In order to leave an event at JCA, then re-enter, guests are required to scan their ticket out at the exit turnstile or hand scanner.

Exit turnstiles or hand scanners are located at the main entry points.

The guest can re-enter through any entry with a turnstile or hand scanner.

Guests wishing to smoke should be directed to the designated smoking area (external), if available, or will otherwise need to scan out.

Guests will generally exit at major breaks e.g. interval for a concert or half time for a sporting event and then look to re-enter the venue again.

There may be exceptions for certain events or corporate spaces, refer to the Event Information/Briefing Notes for more details.   

Located: Stage Door, John Cain Arena Loading Dock (North facing - near train line/MCG)

Access: Accredited players and officials only. Refer to the Event Backstage Briefing Notes for further access information.

Players and Officials may access this area via vehicle or the loading dock pedestrian gates

M&OP endeavours to make a space available for a Prayer Room although this is subject to event mode and an available spaces, a designated space isn't available and cannot always be guaranteed.

Refer to the Event Information/Briefing Notes, VCC or your supervisor for more information or to follow up a guest request.

Located: Rod Laver Arena, Level 1

Precinct Operations Centre: 9286 1255 / 1180

Access: Accredited team members, service partners only

The Precinct Operations Centre is staffed 24 hours a day 7 days per week

During non-event times the main responsibilities of the Precinct Operations Centre is to facilitate and control access into the venues and to protect the building and precinct assets

On event days the Precinct Operations Centre carries out business as usual and general precinct responses whilst venues (RLA, MCA and JCA) manage and control their event(s) separately via the Venue Control Centre (VCC) and assume tasks such as:

• Control access and respond to request from event team members
• Monitor CCTV

The Precinct Operations Centre may be called upon to provide additional Event support as required which will come from the VCC.

The Stadium Security Office conducts this role for AAMI Park and Olympic Park

Most problems with tickets will be discovered when a guest is entering the venue via turnstiles or a hand scanner.

Guests with tickets that scan RED must NOT be permitted entry into the venue. This may be an invalid ticket or has already been scanned in.

Carefully check the ticket to check that is the right venue, event, event date and time

The guest must be referred back to the Ticket Box Office/Ticket Sales outlet, so that the problem with the ticket can be investigated and rectified.

Paging members of the public over the public address system is done in cases of emergency only     

Refer any requests for paging to your Supervisor or the VCC/SCC.

Public phones are located internally on the concourse:

Next to Lift 2, near Door 4

Next to Lift 3, near Door 6

Melbourne & Olympic Park's Reception is located on Level 1 of Tennis HQ.

Tel: + 61 3 9286 1600

Email: enquiries@mopt.vic.gov.au

Postal Address: Melbourne & Olympic Parks, GPO Box 4611, Melbourne VIC 3001

Restricted items differ from prohibited items as do not pose an immediate threat to guest safety, security or the commercial interest of the venue.

Guests are permitted to bring restricted items into the Venue provided they abide by the conditions imposed in allowing the item into the venue.

Restricted items include but are not limited to:

Umbrellas

• Small umbrellas are permitted into the venue however must not be opened.
• Larger golf umbrellas must be cloaked at the relevant cloaking booth free of charge.

Refer to U - Umbrellas for further information.

• The purpose of the policy is to ensure that a guest's line of sight to the field of play or stage is not obstructed by another guest's open umbrella.
• Open umbrellas also pose a risk to guest safety.

Prams and Pushers

• Prams and pushers are required to be cloaked and are not permitted into the auditorium. Egress is restricted or blocked by prams or pushers in the auditorium.   
• For exceptional circumstances please request support from a Supervisor or the VCC.

Eskies, Bags and Other Belongings

• Subject to bag restrictions
• Other items are permitted into the Venue providing they fit safely under the guest's seat without impeding access. If not, guests will be required to cloak the item.

Laptops

• Laptops may be taken into the venue but may not be used within the Venue.

If a restricted item poses a threat to safety or security it is to be treated as a prohibited item and must be cloaked.

Refer to C - Cloaking for further information on cloaking locations

The Safety Zone refers to the concrete landing at the bottom of the velodrome, which is commonly an aisleway in front of the lower seating bowl on the east and west when the seats are down covering the velodrome. 

This space is to be treated as a transverse aisle space with no standing or dancing in this area permitted.

Sanitary Dispensers are available in the following Female toilet locations: 

Concourse (Ground) Level: opposite Door 4, under Stairs to Door 3 

Concourse (Ground) Level: opposite Door 6, under Stairs to Door 5

The scorebench for sporting event such as Basketball and Netball is usually located on the West side of the floor in the centre of the court, in between the Home and Away team benches. However, this is subject to change so refer to Event Information/Briefing Notes for further information. 

Officials for the scorebench access require the relevant accreditation.

If there is a seat allocation problem reported whereby a seat does not exist, M&OP team members should do the following:

• Carefully check the ticket to ensure that the event, event date, level, door, row and seat number are correct.
• Re-direct the guest if they are in the wrong area.
• Verify that the seat does not exist.
• Temporarily seat the guest (if seats are available) and call a Supervisor or the VCC/SCC.
• If the guest does not want to wait for a Supervisor refer them to the Ticket Box Office/Ticket Sales outlet.
• The Supervisor will take the ticket to the Ticket Box Office/Ticket Sales outlet, where Ticketing team members will investigate and resolve the issue.

If appropriate, Ticketing team members will provide alternative seating for the guest.

There are multiple seating options available for guests around John Cain Arena on the concourse (Ground Level) only:

Western Concourse, seats against walls near Door 2 and First Aid Post (seating only)

South East Concourse, before Door 6 in alcove opposite Lift 3 (seating and bar tables)

Eastern Concourse, between Doors 6 & 8 near the escalators (seating and bar tables)

Seating options may vary on the concourse depending on events and other activations or set up. For some events, more seating opportunities may be provided on the south west concourse, near Lift 2 or in the Southern Concourse

The total venue capacity in John Cain Arena is 10,500, however, seating capacity is event and mode dependent.

Seats are located by Level, Section, Door, Row and Seat Number

Each Row is identified by a letter of the alphabet

Each Row is clearly marked by a plate located on the stair nosing. Seat numbers are also included on the plate as well as on the top of the back of each seat, for permanent seats only.

The Lower (includes North, South, East & West retractables) and Mezzanine Sections are marked with a single letter, for example A. The rows of the Upper Section is marker with two letters of the alphabet, for example the front row is AA.

NOTE: There are NO Rows I or Q on any Level in the venue (I and L / O and Q are easily confused on event tickets)

John Cain Arena has various event modes with seating configuration and capacity subject to change, this may include the addition of extra retractable seating to extend the north, south, east or west lower seating sections towards the arena floor, corporate or executive boxes or temporary floor seats.

Floor seating is dependent on the event and will differ on the mode, please refer to your Event Information/Briefing notes for more information.

An event-specific ticketing seating map will be provided in your Event Information/Briefing Notes for further information.

An external smoking area is subject to change depending on event and will not always be available, in this case guest should scan out of the venue and stand 10m away from public entrances.

For concerts and special events there may be a designated external smokers area established, refer to the Event Information/Briefing Notes for more details. The external smoking area is included in the ticketed/licensed zone, which permits guests to take alcohol into this area.

All venues at M&OP are smoke free.

Smoking is not permitted anywhere inside the venues.

Electronic cigarettes and vaporisers are also prohibited within the venue.

Guests are required to exit the venue in order to smoke and ensure they are the required distance by law from any entrances or food and beverage outlets.

Refer to your Event Information/Briefing Notes for smoking areas.

Guests can follow John Cain Arena through the JCA website, Facebook, Instagram and Twitter.

Website (https://melbournearena.com.au/)

Facebook (https://www.facebook.com/MelbourneArena)

Instagram (https://www.instagram.com/melbournearena/)

Twitter (twitter.com/melbournearena)

Join the conversation using #MelbourneArena or @melbournearena

All team members are required to attend a briefing prior to commencing their shift.

Staff briefings commence at shift start times, therefore, all team members are encouraged to arrive early to be ready for the start of their shift and briefing.

The staff briefings are done by the team members’ immediate supervisor or an Event Manager.

The locations of the staff briefing areas (by position) are displayed on the Position Sheet which is displayed at Staff Sign On.

Location: Basement Level, West

Access: via glass doors at bottom of South West stairs next to the Ticket Box Office on the Grand Slam Oval/City side of the building. 

The Staff Entry is a security checkpoint which controls the entry and exit of all casual team members and service partners rostered for an event. All event day personnel (team members, service partners and other service providers) unless otherwise accredited must enter the venue on an event day via the Staff Entry and be checked in.

This includes event team members from M&OP, MSS Security, EWG, Merchandise, Ticketek, St John Ambulance and other miscellaneous employees and service partners.

Delaware North have a separate Staff Entry and Muster Area point located on the North East Basement level, access via the ramp near the Loading Dock gate off Entrance D roundabout.

Entry to the venue via external public doors without a valid event ticket is strictly forbidden.

Staff Entry facilitates access to the following:

• Staff Entry Checkpoint
• Staff Sign On
• Muster Room (waiting area/ tea room)
• Change rooms, toilets and lockers
• Venue

Staff Sign On is the administration area for all M&OP Patron Services and Event Security team members

• All team members and service partners must report to the Staff Entry checkpoint upon arrival and are required to report to Staff Sign On to sign on/sign off, collect Event Information/Briefing Notes, uniform and equipment.
• Staff Sign On will verify the right of the team member or service partner to enter the venue for the Event from employee lists provided.

Located at the northern end of the venue in the Internal Loading Dock with visibility and accessibility to both internal and external loading docks.

Is a control check point for access to the venue and back of house spaces.

The Stage Door Keeper is responsible for maintaining the security of the loading dock, managing exit and entry of the loading dock and venue, overseeing traffic management in this vicinity.

Stairs facilitate access to Concourse (Ground) and Arena Levels within the venue.

External Stair Locations:

Eastern Plaza staircase from Entrance D Olympic Blvd

Internal Stair Locations:

Stairs to Arena Door 1 - access from Concourse Level  near Door 2

Stairs to Arena Door 3 - access from Concourse Level  near Door 4

Stairs to Arena Door 5 - access from Concourse Level  near Door 6

Stairs to Arena Door 7 - access from Concourse Level  near Door 8

Suite level access is via Lifts.

There are no ramps in the arena concourse or auditorium.

The lifts also provide access to each level however these are not to be used in an emergency.

Stairs to Floor access for guests depends on the event, refer to the Event Information/Briefing Notes for specific details. 

They accommodate access to the floor from the lower seating bowl. 

The maximum number of stairs to floor for events in John Cain Arena is six (6).

SOP’s are available for each position from Staff Sign On 

All staff should read the SOP for their position prior to commencing their shift.

With exception of the General Admission Arena Floor, John Cain Arena is designed to be fully seated. This is subject to change as some events will allow standing and dancing in front of seats, any questions should be referred to your supervisor or the VCC.

For safety measures, there are no standing areas on the safety zone or transverse aisles, as well as dancing on the stairs.

The team members’ break room is located near the Muster area. All team members and service partners may use the Muster Room for breaks.

Team member toilets, showers and change room facilities are located near the Muster Room

Team member lockers are located inside the change rooms

Typically for sporting events at John Cain Arena, Home and Away Team/Player benches are located on the West side of the floor in the centre of the court, either side of the scorebench.

Broadcast cameras are located in the middle of the eastern seating bowl and transverse aisle, therefore the broadcast arch and premium seating is located on the west side of the seating bowl behind the team benches.

Court security is responsible for monitoring access to team/player benches and ensuring that guests, corporates or unaccredited personnel do not access these spaces.

All court bookings are made via Tennis World

1300 TENNIS (1300 836 647)

tennisworld@tennis.com.au

Guests can personally book courts via the on-site Pro Shop. Refer to T - Tennis World

Tennis HQ is an administration building located onsite.

Reception desks for M&OP and Tennis Australia can be found on the Ground Level.

M&OP and Delaware administration is located on Level 5

Tennis Australia's administration also occupies various levels of THQ

Large, multi-purpose function rooms and spaces are located on Levels 2 and Level 3

Collective Café is accessible by all and located on Level 2. Refer to C - Collective Café.

The Australian Open Tennis shop (Pro Shop/Tennis World) is run by Tennis Australia and located next to the National Tennis Centre Café.

The shop offers Tours, AO merchandise, public tennis court hire, tennis workouts, coaching, tournaments, competitions, restringing, racquet hire, BBQ functions, social tennis days etc.

Operating hours are:

Pro Shop

Monday – Thursday 10:00-23:00

Friday 10:00-19:00

Saturday – Sunday 08:30-18:00

National Tennis Centre

Monday – Thursday 06:30-22:30

Friday 06:30-21:00

Saturday – Sunday 08:30-18:00

Telephone: 1300 TENNIS (1300 836 647)

For further information please visit www.mopt.com.au or www.tennis.com.au

Ticketek collections are generally located at Ticket Box Office / Ticket Sales unless otherwise specified. 

Refer to the Event Information/Briefing Notes for the location of hirer ticket collections.

Ticket Sales are encouraged to be purchased in advance prior to arriving at the venue via Ticketek, which can be done online (www.ticketek.com.au), at any Ticketek agency location or through the Ticketek Call Centre (13 28 49).

Each venue has registered Ticket Box Office/Ticket Sales outlets which are open on event days where tickets may be purchased, subject to availability. Refer to T - Ticket Box Office/Ticket Sales Outlets for locations and more information

Ticket scalping is the practice of buying and reselling tickets for a profit which is not permitted onsite to ensure fans are protected from being ripped off by ticket scalpers and to ensure that tickets to events are available for everyone.

Ticket scalpers must be reported in to a Supervisor or VCC/SCC and asked to move on offsite.

Ticketek are the contracted ticketing agent for all M&OP venues (with the exception of the Australian Open).

Tickets can be purchased in advance online at www.ticketek.com.au, at any Ticketek agency location or through the Ticketek Call Centre 13 28 49. The nearest Ticketek agency to M&OP is located in the Melbourne CBD.

Tickets for events may also be purchased from a ticket sales outlet on the day of the event (assuming tickets are still available).

Refer to T - Ticket Box Office/Ticket Sales for further information.

Tickets are sold by Ticketek as agent for the organisation ("seller") responsible for the event. All claims are the sole responsibility of the seller. The ticket is sold subject to the following conditions:

No refund or exchange on any ticket except in accordance with the (Live Performance Australia Ticketing Code of Practice).

The right is reserved to charge a fee for the replacement of tickets. Ticketek reserves the right not to replace tickets where seating is not allocated (general admission tickets).

The right is reserved to add, withdraw or substitute artists and / or vary advertised programs, prices, seating arrangements and audience capacity.

The right of admission is reserved and is subject to the seller's and the venue's terms of admission, copies of which are available on request.

Late arrival may result in non-admittance until a suitable break in the performance.

Cameras, audio and video recorders may not be permitted.

It may be a condition of entry to individual events that a search of person or possessions will be required at the time of entry to the venue. If concerned, please consult the venue.

This ticket may not, without the prior written consent of Ticketek or the Seller, be resold at a premium or used for advertising, promotion or other commercial purposes (including competitions and trade promotions) or to enhance the demand for other goods or services. If a ticket is sold or used in breach of this condition, the bearer of the ticket will be refused admission.

Entry may be refused if tickets are damaged or defaced in any way or are not purchased from Ticketek or other authorised points of sale.

There is a public toilet facilities available on the Eastern side of the venue on the Eastern Plaza near the MCG bridge

Access to these toilets however is subject to the hours of operation, which are typically during business hours, and may be limited.

There are multiple toilet facilities throughout JCA as listed below:

BASEMENT LEVEL (available for Hirer / contractors only)

• North Basement tunnel (leading to loading dock)
• North ramp and south ramp to arena floor - Accessible toilets only. South Ramp accessibility toilet is available to guests with accessibility needs who are located on the floor via security escort only.

CONCOURSE (GROUND) LEVEL

• Opposite Ground Doors 2, 4, 6 & 8 in each corner of the venue - includes male, female and unisex accessible toilets
• Changing Places. Refer to C - Changing Places

ARENA LEVEL

• Outside Arena Doors 1 & 7 (male, female & unisex accessible toilets)
• Outside Arena Doors 3 & 5 - Accessible toilet only

SUITE LEVEL

• Opposite Suites 1 & 2 (North West corner) - includes male, female and unisex accessible toilets
• Opposite Suites 3 & 4 (South West corner) - includes male, female and unisex accessible toilets
• Opposite Suites 5 & 6 (South East corner) - includes male, female and unisex accessible toilets
• Opposite Suite 7 & 8 (North East corner) - includes male, female and unisex accessible toilets

Refer to Multi-Level Map

Team member toilets, showers and change room facilities are located on Basement Level accessible off the Staff Muster Area near Staff Sign On.

Team member lockers are located inside the change rooms. Lockers are free of charge and for M&OP team members only.

Tennis World currently offer Australian Open Guided Tours that walk  through areas such as the RLA Player Pod, training areas, changing rooms, player lounge and underground paths.

Tours run Mondays, Wednesday and Fridays at 11:30am, 1:00pm and 2:30pm. Tours will not run on public holidays.

Tours can be booked through Tennis World, refer to T - Tennis World for further information.

No public tours are currently being offered at AAMI Park, JCA, or MCA.

Train stations within easy walking distance of the precinct and venues include:

Flinders Street Station

• 15 minute walk
• All Train Lines
• The last train on weekdays is approximately 12:00am. On Friday & Saturday evenings, Night Trains run every 60 minutes after midnight.

Richmond Station

• 10 minute walk
• Lilydale, Belgrave, Alamein, Glen Waverley, Sandringham, Frankston, Cranbourne Lines
• The last train on weekdays is approximately 11:45pm. On Friday & Saturday evenings, Night Trains run every 60 minutes after midnight.

Jolimont Station

• 10 minute walk
• Epping, Hurstbridge Lines
• The last train on weekdays is approximately 12:15am. On Friday & Saturday evenings, Night Trains run every 60 minutes after midnight.

The closest tram stops that are within easy walking distance to the precinct and venues include:

• Tram 70 (Wattle Park) from Flinders Street and Richmond Stations. This stops at Rod Laver Arena (Stop 7B), Hisense/Melbourne Arena (Stop 7C) and AAMI Park (Stop 7D). The last tram on weekdays is approximately 12:00am. On Friday & Saturday evenings, the last tram is approximately 1:30am.
• Tram 48 (North Balwyn) and Tram 75 (Vermont South) stops adjacent to MCG on Wellington Parade. The last tram on weekdays is approximately 12:00am for both lines. On Friday & Saturday evenings, the last Tram 48 (North Balwyn) is approximately 1:15am. On Friday & Saturday evenings Tram 75 (Vermont South), runs every 30 minutes as part of the Night Network.

The turnstiles operate with a three light system on the rear of the unit:

• Green light indicates a valid adult ticket.
• Orange light indicates that the ticket is concession or child (request to see the guest's concession card if they are not a child).
• Red light indicates an invalid event ticket.

The guest should follow the instructions on the screen on the front of the turnstiles.

Scanning:

• A ticket needs to be held face up with the barcode forward.
• For mobile tickets ensure the screen brightness is turned all the way up
• The barcode is placed under the scanner. The scanners are multidirectional so the barcode can be entered straight or on an angle.
• Holding the ticket still under the scanner will result in a faster scan.
• The turnstiles do not take the guest's ticket. The guest is required to hold the ticket whilst it is scanned and then take the ticket before moving through the turnstile arm.
• Once a ticket has been scanned at a turnstile, the guest is unable to scan the same ticket for 30 seconds.  This feature aims to eliminate an accidental double scan where a ticket presents immediately as a second entry.
• A guest has 30 seconds to walk through the turnstile.  If the guest does not walk through in 30 seconds the turnstile will clear the scan and the ticket will remain unused.

Eastern Plaza (Secondary entry)* 

Hand scanners used for when the entry is used for Corporates

The two-way radio system at RLA, MCA & JCA is a digital system with 25 designated channels.

AP operates on a separate radio system and channels.

The radio channel number and name will appear on the screen. Please check you are listening to the correct radio channel as outlined in the Event Information/Briefing Notes.

If a team member's position requires a two-way radio one will be allocated and distributed by Staff Sign On.

Prior to a shift team members are expected to have completed two-way radio training as part of the induction

Be familiar and adhere to radio etiquette, ensuring communications via radio are clear and concise, think about what you are going to say before you speak and ensure you don't speak over another conversation unless it is an emergency

Team members and service partners requesting contact or assistance from another work stream on a different channel must radio through to the Venue Control Centre (VCC).

The VCC operator monitors all channels relevant to the event, logging jobs, incidents and radio calls. Therefore staff and contractors on these channels do not need to switch channels to contact the VCC.

Two Way Radio Channel Listing

Typically umbrellas are a prohibited or restricted item, with certain types not permitted into the venue

• Larger golf umbrellas must be cloaked at the relevant cloaking booth free of charge.
• Smaller compact umbrellas may be permitted into the venue if they are small and are not opened in the venue or auditorium
• Guests must abide by the conditions imposed to allow them inside.
• The purpose of the policy is to ensure that a guest's line of sight to the field of play or stage is not obstructed by another guest's open umbrella.
• Open umbrellas also pose a risk to guest safety.

Refer to C - Conditions of Entry, P - Prohibited Items or R - Restricted Items

Under the Southern Raiseable seating of John Cain Arena there is the ability to transfer this area into an inner sanctum corporate function space providing a very different experience and offerings for Hirers and their guests.

A cocktail style is more suitable for this space for approx. XX pax and can include a temporary bar, catering amenities and furniture. The space can be themed and has a very industrial modern look and feel due to the existing steel under the seats.

This lends itself well for sporting events where guests can access this space straight off the Arena floor and move between their seats in the auditorium and the function space.

Small pathways for player and BOH movements will still be facilitated in this area.

Refer to Event Information/Briefing Notes for further information about where this function space is in use and necessary access and accreditation system required for this space.

Since its construction in 2000, John Cain Arena, has been the venue for major cycling events in Melbourne with an ICU internationally accredited 250 metre velodrome.

The lower seating bowl on the east and west as well as the north and south ends of seating usually cover the track for a majority of events, however can be raised into the ceiling to reveal the cycling track.

The in-built velodrome gives John Cain Arena it's unique design

Location: Basement Level West – near Staff Muster Area / Entry

Access: Venue Management, VCC Operational staff, service partners only Via South West stairs next to Ticket Box Office (Staff Entry)

The Venue Control Centre (VCC) operates as the control and communication room during events.

The primary role of the VCC is to monitor, manage and record the operation of the event and to facilitate communication between the various departments.

Venue Management are located in this room on an event day. Other representatives that may also be located in the VCC depending on the event include: Ticketing, St John Ambulance, MSS Security, Ambulance Victoria, Victoria Police

The CCTV Operator located in the VCC records footage of incidents and/or the response and management of incidents.

The VCC Operator manages all radio and phone communications and is responsible for the logging of all jobs and incidents.

Incidents and Emergencies are to be reported to the VCC on 9286 1768 or via two-way radio.

Refer to Event Information/Briefing Notes for radio channels utilised.

Victoria Police are not always onsite for all events at John Cain Arena.

Victoria Police may have an external presence around the precinct to maintain public order and monitoring crowd behaviour when there are large numbers of guests onsite when more than one venue has an event on, or if the event is considered high risk.

Crowd Controllers are rostered on to events to be able to manage most security-related incidents in the first instance.

If a situation arises, Venue Management and VCC will determine whether Victoria Police will need to be contacted by calling 000 based on the nature of the incident or event

John Cain Arena has several video boards and LEDs located in the seating bowl:

• 4x Large LED video screen boards are located in each corner of the venue near Arena Doors 1, 3, 5 & 7.
• LED Cube which includes 4x LED screens on each side as well as a LED ribbon at the bottom
• Transverse aisle LED ribbons located at the front of the upper seating on the west and east sides

The video screens are large LED screens that are typically used for sporting events to broadcast match information such as a live feed of the game, instant replays, the time clock and the scoreboard. The video screens are also used for advertising and for public announcements and displays.

The video screens are operated by Operations or Hirer Production

Wardens are appointed to assist Area Wardens with the safe and orderly evacuation of their area.

If safe to do so, assist your Area Wardens to ensure that all persons have been evacuated from your immediate area. This may include checking toilets, offices, plant rooms and stairwells along the way. The SOP (Standard Operating Procedure) and Warden Card for your position may also have additional Warden Information – please read these.

It should be clearly understood that the primary duty of Wardens is not to combat emergencies, but to ensure, as far as practicable, the safety of the occupants and their orderly evacuation from the danger zone.

Make sure you are familiar with your area, emergency response equipment and at least two exit routes.

Continually check your area for hazards – spills, blocked pathways, faulty lighting, trip hazards, etc.

If you have a two-way radio, communicate messages and instructions to staff that do not have radios.

Follow your Area Warden and Chief Warden's instructions

Emergency Procedures and Assembly Areas are attached in your Event Information/Briefing Notes

In venue, free drinking water is available to all guests and can be accessible from the following (venue-dependent):

• From all bars/catering outlets (cup of water only)
• Water Drinking Fountains (if applicable). Refer to W - Water Drinking Fountains for location details.
• Crash Fence at all General Admission Floor events

Bottles of water are available for purchase at all catering retail outlets.

Free water drinking fountains can be located:

Internally - in four corners of the internal Concourse outside the toilets, near Doors 2, 4, 6 & 8

Externally

• Next to the External Cloaking/Information window on the Western Plaza (towards the show courts & sliding door)
• On the Eastern Plaza near staircase and Cloaking window

https://mopt.com.au/ 

Bus

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The Western Lounge is located on Arena Level on the west side of John Cain Arena, which has incredible views of the City and M&OP precinct. This is a versatile space and has the ability to be divided into two separate spaces with a dividing wall.

Access: Can be accessed by guests or hirer users via the following ways:

• Internal glass doors near Arena Doors 1 and 3
• Internal doors that lead out to west transverse aisle of the seating bowl
• Internal glass stairwells on either side of the turnstiles at the Main Western Entry

Facilities:

• Male & Female bathrooms (Southern end - towards Arena Door 3)
• Permanent Bar (southern end - next to bathrooms)
• Kitchen (northern end - towards Arena Door 1)
• Operable wall so the room can be divided into two separate spaces
• Two balconies at each end of the lounge

A “White Level Inspection” is an inspection carried out by all staff of their respective workplace for any items that are unusual, suspicious or unable to be accounted.

These inspections are conducted to ensure the workplace is secure and items that are not normally found in specific locations are identified for further inspection to ensure they do not possess a security or health risk to those in that area.

All team members are expected as part of their role to conduct a White Level Inspection of their area on arrival to their position before their shift commences and the venue opens to public

Free Wi-Fi is available at John Cain Arena under network John Cain Arena + Free Wi-Fi

Guests will need to register their name and email on the landing page for the Wi-Fi usage.

Wristbands are used throughout JCA as an identifier for Public or Staff.

Staff Wristbands are distributed via the Stage Door for BOH staff  that are onsite in a working capacity and have access were applicable on relevant accreditation boards.

During bump or out, contractor wristbands may also be distributed which are separate to the accreditation system and help identify who people are.

Public wristbands are distributed by venue staff or promoter representatives, these are an indicator for General Admission floor access, VIP packages, special guest experiences or other ticketed packages.

Refer to Event Information/Briefing Notes for further information, or contact your Supervisor or VCC.