NCS⁴ Gameday Security - Fall 2021 Issue by National Center for Spectator Sports Safety and Security (NCS4)

FALL 2021

THE OFFICIAL MAGAZINE OF

ABOUT NCS4

CONTENTS

NCS4 is the nation’s only academic center devoted to the study and practice of spectator sports safety and security. VISION🔗 We will be a leading partner with government, private sector, and sports and entertainment organizations to create and deliver critical resources for enhancing safety and security.

MISSION🔗 We will support the sports and entertainment industries through innovative research, training, and outreach programs. Our mission is realized by working closely with a diverse group of organizations and subject matter experts to better understand the threat environment, identify vulnerabilities, communicate risk-mitigation techniques, and close capability gaps.

The NCS4 collaborates with professional sports leagues, intercollegiate and interscholastic athletics, marathon and endurance events, entertainment facilities, as well as professional associations, private sector firms, and government agencies. It is a critical resource for sport venue managers, event managers, first responders, and other key stakeholders.

A Note From the Executive Director, Dr. Stacey A. Hall

5 6

2021 AWARD RECIPIENTS

2021 CONFERENCE EXHIBITORS AND SPONSORS

SECURITY BREACH

Cyberattack May Be Biggest Threat to Sports and Entertainment Events

LEGAL EASE

Sports Venue Operators Must Adapt Security Practices or Face the Legal Consequences

THE CALM DURING THE STORM

Effectively Managing a Crisis Today Requires a Hybrid Approach

KEEPING THE PEACE

How to De-escalate Potentially Dangerous Situations at Sports and Entertainment Venues and Events

SPECTATOR INSIGHTS

Industry Report on Spectator Perceptions of Safety and Security Practices and Technologies

National Center for Spectator Sports Safety and Security 118 College Drive #5193 | Hattiesburg, MS 601-266-6183 | NCS4.USM.EDU

4 NCS4 UPDATE

SAVE THE DATE

13th Annual National Sports Safety and Security Conference Slated for Orlando in Summer 2022

NCS4 UPDATE

A NOTE FROM THE EXECUTIVE DIRECTOR Dr. Stacey A. Hall GREETINGS, FELLOW SAFETY AND SECURITY PROFESSIONALS! We are excited to present our fall edition of the Gameday Security Magazine. In this issue, you will learn about various topics/challenges at the forefront of our industry. Cybersecurity is a rising threat, and the rate of cybercrime has increased 300% since the COVID-19 outbreak. Conflict resolution is an area that requires more attention with the recent incidents of civil unrest and unruly fan behavior as we return to events. We can not underestimate the importance of crisis communications planning and sharing information with stakeholders and the general public in times of crisis. In addition, litigation issues are highlighted to prepare venue owners/operators and event organizers for unwanted legal action. The Center supports the sports and entertainment industries through innovative research, training, and outreach programs. I would like to take this opportunity to share our progress on a few items since the summer, including the following: • Hosted a train-the-trainer workshop, preparing 25 participants from across the U.S. to become DHS/FEMA-certified instructors for sports and special event courses. • Currently developing and conducting pilots for a new DHS/FEMA-funded Crowd Management course. • Partnered with the DHS Cybersecurity Infrastructure Security Agency (CISA) to develop a Touchless Security Screening Annex for the Public Venue Security Screening Guide. • Provided a cybersecurity three-part webinar series in partnership with CISA and our Technology Alliance members. • Partnered with Sports ETA to conduct a safety and security seminar for the sports tourism industry. • Published the first industry research report on spectator perceptions of safety and security practices and technologies. • Patron screening technology operational exercises and product reports are underway. • Virtual INTERPOL-Project Stadia training programs are scheduled this fall. • Annual Conference 2021 had the most exhibitors and sponsors in 12 years. • Welcomed a new co-chair of our National Advisory Board, Mr. Billy Langenstein, Director of Security Services and Investigation, NFL.

EXECUTIVE LEADERSHIP TEAM Dr. Stacey A. Hall Executive Director and Professor of Sport Management Lauren Cranford Director of Operations Daniel Ward Director of Training & Exercise

MANAGEMENT TEAM William Adams Training Manager Michael Finley Curriculum Manager Brooke Graves Senior Training Manager Mayra Ordonez Instructional Design Specialist Sara Priebe Event and Membership Manager Jonathan Ruffin Training Manager Tymika Rushing Business Affairs Manager Dr. Joslyn Zale Senior Research Associate and CSSP Manager

As we approach the season for giving thanks, the NCS4 team thanks our corporate, government agency, and professional association partners, as well as our extensive membership base. In addition, our National Advisory Board and Advisory Committees are a valuable asset to the Center, helping shape our future work priorities to meet the challenges and needs of our industry.

STUDENT ASSOCIATES

At the timing of this magazine print, we will be hosting our 12th Annual Conference at the luxurious Desert Ridge Resort in Phoenix — a conference filled with relevant content and renowned expert speakers, a full-capacity exhibit hall, and a relaxed environment to enjoy time with our colleagues.

Andrew Hood Web Developer

We are ready for 2022, and we hope you are too! l Kind Regards,

Grace Gremillion Graduate Assistant

Ryan Kavanaugh Graduate Assistant Jonathan Stanford Graduate Assistant

Stacey A. Hall, Ph.D. Executive Director of NCS4 and Professor of Sport Management

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CONGRATULATIONS 2021 AWARD RECIPIENTS! MILTON E. AHLERICH DISTINGUISHED LEADERSHIP AWARD

AWARDS LUNCHEON

Sponsored by:

FACILITY OF MERIT

Salvatore DeAngelis

Drew Pittman, CSSP

VLK Architects, Inc.

SDM and Security

Assistant Commissioner, Southeastern Conference (NCAA)

General Manager of Facilities, Katy Independent School District (High School)

Meridian Rapid Defense Group

Ryan Zatolokin

McKinney ISD Stadium and Community Event Center (High School) Darrell K. Royal–Texas Memorial Stadium, University of Texas (NCAA) Mercedes-Benz Stadium (MLS) Fiserv Forum (NBA) FirstEnergy Stadium (NFL) Rogers Place (NHL)

Ben Rolens, CSSP

Drones at Your Game: How UKY Balances Security and Fan Experience 911 Security

Senior Technologist, Axis Communications

PROFESSIONAL OF THE YEAR

GOLDEN EAGLE AWARD FINALISTS

Michelle Juehring

Race Director, Quad-City Times Bix 7 (Marathon/Endurance)

Dena Scott

Director of Athletics, Fort Bend Independent School District (High School)

Kory Dahlen

Director of Championships, Southeastern Conference (NCAA)

Melissa Lesperence, CSSP

Scott Dickson

Associate General Manager, Jerome Schottenstein Center, The Ohio State University

Steve Georgas

Deputy Chief (Ret.), Chicago Police Department

Billy Langenstein, CSSP Director of Security Services, National Football League

Michael Nishi

Chief Operating Officer, Chicago Event Management

John Pepper, CSSP

Sergeant, Metropolitan Nashville Police Department

Tim “Tuba” Smith

Director, Festivals and Strategic Events, C3 Presents

Gary Stevens

Director of Student Activities, Thornton Academy

Jesse Watkins

Director of Operations, TEEX/National Emergency Response and Recovery Training Center

Amanda Wright

Owner, Wright Consulting

Director, District Command Center, Olympia Development of Michigan (MLB)

Zoe Irizarry

Manager, Safety and Security, Major League Soccer (MLS)

Sarah Mathis

Director of Fan Experience, Jacksonville Jaguars (NFL)

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THANK YOU EXHIBITORS AND SPONSORS! TITLE SPONSOR

PLATINUM SPONSORS

Presenting Sponsor Dataminr

Reception Sponsors Ameristar Perimeter Security Intel Technology Showcase 24/7 Software Axis Communications Patriot One Technologies Robotic Assistance Devices, Inc.

MEDIA SPONSORS SDM and Security Athletic Business SportsField Magazine

Awards Luncheon Sponsor Evolv Platinum Sponsor Landmark Event Staffing Services

GOLD SPONSORS

Allied Universal Event Services BEST Crowd Management CSA360 Software Meridian Rapid Defense Group SAGE Integration Venue Twin by OnePlan

SILVER SPONSORS

Andy Frain ARX Perimeters Associated Insurance and Risk Management Advisors Cleveland Electric Labs ColorID Executive Protection Institute Petrone Risk SymbolArts VLK Architects, Inc.

EXHIBITORS 24/7 Software 911 Security ADANI Systems, Inc. ADT Commercial Advanced Security Technologies Aerial Armor All Traffic Solutions Aluma Ameristar Perimeter Security ARX Perimeters Axis Communications Bad Day Fabrication BEST Crowd Management Blueforce Development Corporation Building Intelligence CEIA USA ChemImage Cleveland Electric Labs ColorID Concentric Security Critical Defense CrowdRx CSA360 Software

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Dataminr Decon 7 Dedrone Holdings, Inc. Delta Scientific Corp. DetectaChem Digital Ally, Inc. The Digital Decision DSA Detection E L I™ by EXPOCAD® Everbridge Evolv FarrWest Environmental Supply, Inc. Garrett Metal Detectors Genasys, Inc. Genetec Global K9 Protection Group Hanwha Techwin America ICS4S Ident Solutions, LLC imageOne Uniforms InControl Simulation Software inOrbit JGW Group

K2 Solutions, Inc. Karagozian & Case, Inc. LifeRaft LiveView Technologies Meridian Rapid Defense Group Milestone Systems Motorola Solutions North American Rescue Patriot One Technologies QSA Global, Inc. REDTAIL Security & Screening Program Robotic Assistance Devices, Inc. SAGE Integration Seoul Robotics SymbolArts Tusco Perimeter Security Solutions Viakoo Venue Twin by OnePlan Visual Labs VOTI Detection Walter P. Moore WhiteFox Defense

SECURITY BREACH

The biggest threat to sports and entertainment events today may be the unseen cyberattack with the potential to completely shut down a venue’s operations. IN APRIL 2021, the sports world was “rocked” when the National Basketball Association’s Houston Rockets was the victim of a cyberattack. The group attempted to install ransomware, a type of dangerous code that essentially holds data hostage. Typically, a ransom is demanded, or the attackers threaten to make the sensitive information public. In this case, the group responsible claimed it had stolen 500 gigabytes of data.

Editorial Credit: America365 | Shutterstock.com

While operations were not impacted, other teams and organizations may not be so fortunate if they don’t take the necessary precautions. “While the threats have been mostly Toyota Center, home to Houston Rockets basketball focused on data loss and sensitive information about players and finances, ransomware threats can cripple the sound and lights, interfere with concessions and put a major dent in revenue,” says Brian Finch, a cybersecurity legal expert and partner with Pillsbury Winthrop Shaw Pittman. “These cybersecurity attacks can be a real-time disruption of events and are one of the biggest threats facing sports facilities today.” The cyber attackers represent a new breed of threat for sports venue operators, according to Microsoft’s Mark McIntyre. “The cyber attackers can always stay a step ahead because they’re smart, they’re motivated because they want money or have a certain goal, and they don’t have to deal with laws or regulations, which allows them to work much

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SECURITY BREACH

Editorial credit: kovop58 | Shutterstock.com

faster than those playing defense can,” says Microsoft’s Senior Director and Chief Security Advisor in the Enterprise and Cybersecurity Group. “There’s ample evidence that criminal groups (target) where the major sporting events are because that’s where the money is, and I think we’ll see more and more attention on sporting venues.” McIntyre uses the recently completed 2020 Summer Olympics in Tokyo as one such attractive sporting event to cyber attackers.

“These cybersecurity attacks can be a real-time disruption of events and are one of the biggest threats facing sports facilities today.” BRIAN FINCH

“This type of event is ripe for ransomwaretype attacks because you’re building facilities or you’re retrofitting facilities that are part of a larger urban grid or city grid, so you are naturally dependent on the power, water, electricity, and traffic systems all around there. You have this really interesting combination of critical infrastructure and gaming infrastructure coming together at a physical location,” McIntyre adds.

Microsoft has significant experience being onsite at large international sporting events, including the Tokyo Olympics, where it worked in real-time, 24/7 to help thwart any potential attacks. And according to Finch, there were concerns about cyberattacks coming from nearby sources. “The biggest challenge for the event was obviously the pandemic, but there were disruptions to Olympic west pipes, and there was a serious concern that China or North Korea were going to try to disrupt the games to embarrass Tokyo and the Japanese government,” Finch shares. While cyberattacks have become a more widely recognized threat that the sports industry is prioritizing as part of its defense strategy – the NFL, for example, has a cybersecurity official – there are still a variety of gaps and misconceptions that are leaving teams, organizations (and fans) vulnerable.

PROBLEMS AHEAD The first mistake a sports security professional can make is thinking this could not happen to them. “While the financial and reputational risks for professional teams and colleges are similar, albeit professional sports teams could pay a bigger ransom

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SECURITY BREACH

than colleges or universities, we have seen attacks on K-12 schools, which in turn leads to a lot of questions about budget priorities,” notes Finch. “Ransomware criminals have proven to be pretty agnostic as to what they’re charging to whom.” McIntyre agrees, adding: “The first mistake is thinking you’re not going to be attractive as a target. If you’re a D2 or D3 college program, you’re going to assume the attackers only care about Alabama. You have to get over the idea that you’re so small or obscure that no one cares about your data. The fact is the marketplace for attackers is so attractive, as it’s really cheap to launch cyberattacks.” He also sees an emerging sport being especially at risk of a cyberattack: E-sports. “E-sports is an industry that is heavily or completely reliant on the Internet. If you’re a criminal group and you take it down, you’ve just taken that whole sector offline or that event with thousands of people attending,” says McIntyre. Another potential issue isn’t just the operating systems a cyberattack can impact, but the fans at those events, as well. More and more new stadiums and arenas are redefining “technologically

“The first mistake is thinking you’re not going to be attractive as a target…The fact is the marketplace for attackers is so attractive, as it’s really cheap to launch cyberattacks.” MARK MCINTYRE advanced” as they transition to a fully digital or electronic experience for fans. But the potential downside to a fully wired experience is that each fan could be potentially vulnerable. “Each one of those people can be a threat vector or a point of failure, so to speak,” says McIntyre. “We’re all human beings. We all like to click on interesting videos of kittens and deals that look too good to be true, so we all end up becoming points of failure for the venues or for the security officials in those venues.” The final and perhaps most important piece of the complicated cybersecurity puzzle is for sports venue operators to recognize and adapt to the converging physical and digital security environment. “Thankfully, physical attacks rarely happen, but there are hundreds and thousands of cyberattacks happening every day, and these criminals are becoming more skilled and more and more capable every day,” Finch warns. “There needs to be a recognition that cyber is just as important as physical.” On top of that, compromising IT security can ultimately lead to physical disruptions. “These stadiums are massive capital investments, and there could be points of vulnerability where physical risks might come into play with IT risk,” says McIntyre. “If an attacker wanted to damage through IT to create physical havoc, they could take over a rail system, reroute traffic or take over the HVAC system to potentially hurt people in an event. “It’s important for physical security personnel to remember that the line between traditional IT security and operational technology is pretty much gone, and IT and IoT very much go hand-inhand,” he adds. l

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DIGITAL TRANSFORMATION DRIVES ENHANCED VENUE OUTCOMES

BY NICK TREDER Director, Sports & Entertainment, Johnson Controls

WE ALL KNOW firsthand that the COVID-19 pandemic has permanently changed how sports and entertainment events occur. We’ve made it through the NBA bubble, watched the NFL play to some empty stadiums, and suffered through postponements of Premier League play as they regrouped to accommodate high player test numbers. The restart is so difficult for a variety of reasons, among them varying local regulations that change based on fluctuating COVID test numbers. But also consider that we’re presented with a whole new set of challenges that go way beyond the event itself. In many cases we have a need to protect growing numbers of fans frequenting large areas of real estate, including practice facilities, parking, restaurants, bars, residential, retail and commercial spaces. Fortunately, over the last decade, venues have experienced an increasing demand for the implementation of innovative digital technology to foster enhanced security and fan experience, along with operational and energy efficiency. For many venues, the infrastructure is already there to support many of the necessary technologies that will be required to ensure a safe and comfortable reoccupancy of venues. We get asked all the time to help stadiums and arenas envision the way

forward to a healthy, touchless, safe and sustainable facility for fans. This is our Healthy Buildings strategy — delivering healthy people, healthy places, and a healthy planet. And our formula for success is rooted in a marriage between the venue’s operational technology and informational technology. Think about it — in the same way that digital technology is helping us unlock unprecedented opportunities for fan engagement through immersive technologies like augmented and virtual reality; or allowing us to gather data to tailor fan experiences and create new revenue streams; digital technologies and analytical capabilities like Artificial Intelligence can also make buildings more integrated, adaptive, proactive and self-learning. Bringing together traditional operational technology, IT systems and cloud applications infused with AI and cutting-edge technology, such as Digital Twin, enables insight, integration and collaboration that can be used to find a safe way to welcome fans back inside your doors while helping deliver on your Net Zero aspirations. We are also seeing the adoption of digital technology to enable remote monitoring and management of security, life safety, mechanical, electrical and control systems, as well as provide remote energy efficiency analysis. The upshot is

that with digital solutions, we can reliably operate facilities and minimize downtime with reduced staffing. Right now, you may regard a healthy building strategy as deploying COVID-19hardening measures. We see it as futureproofing your building against a range of risks, as well as helping you meet your sustainability goals. Think about the impact climate change, social unrest, and certainly the pandemic had on buildings this past year. Going forward, flexible, resilient, energy-efficient and carbonneutral spaces will be key, and in many cases, required. Creating these spaces requires cutting-edge technologies that together form a digital backbone that delivers a healthier building, higher productivity rates, and enables you to achieve your financial, environmental, social, and governance objectives. We believe your healthy building journey never ends; it is a constantly evolving philosophy and investment strategy. Whether you are in the vision stage of your venue’s digital transformation, or you’ve discovered that your existing buildings no longer support your venue’s mission, applying data from both inside your buildings and beyond will allow you to manage operations systemically, deliver new experiences, provide better safety, ensure impactful sustainability, and so much more. G A ME DA Y S E C UR IT Y | F A L L 2 0 21

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LEGAL EASE

From training and documentation to newly established wellness protocols, sports venue operators must adapt their security practices or face the legal consequences. “YOU NEVER KNOW WHO’S WATCHING.” It’s a lesson that has long resonated with Bill Squires, the former venue manager at old Yankee Stadium, Giants Stadium (on two occasions), Cleveland Browns Stadium (now First Energy Stadium), and ESPN Wide World of Sports. Before starting his career in the world of sports facilities and event management, Squires was a Lieutenant Commander in the U.S. Navy. An active-duty naval aviator for 12 years, Squires was the Communications Officer onboard the USS JOHN F. KENNEDY (CV-67). In 1986, the “JFK” was scheduled to dock in Fort Lauderdale, Florida, which was close to the spring training home of Navy aircraft carrier USS John F. Kennedy (CV-67) the New York Yankees. Squires, a lifelong Yankees fan, reached out to the Yankees about getting tickets for the ship’s crew. However, he was skeptical that Yankees owner, George Steinbrenner, would be open to giving away hundreds of tickets that the Yankees prefer to sell. But he was reminded that it is unwise to underestimate the Yankees. “I was expecting to hear that they couldn’t help, but instead, I was told that Mr. Steinbrenner said that we could get anything we wanted,” recalls Squires. In this case, that meant 500 tickets. Squires also coordinated a tour of the USS JOHN F. KENNEDY for the members of the Yankees organization (ownership, coaches, players, front office staff, and their families) and was responsible for guiding Steinbrenner throughout the ship. One thing Squires didn’t realize at the time was that the Yankees owner was always watching him and observing how Squires handled himself. G A ME DA Y S E C UR IT Y | F A L L 2 0 21

LEGAL EASE

Editorial credit: eddtoro | Shutterstock.com

Pictured, from left to right, in the Yankee dugout are Mickey Mantle, Joe DiMaggio, and Bill Squires.

“I think he liked the fact that I went to the Naval Academy because he understood the attention to detail that was instilled in us,” adds Squires. Steinbrenner apparently liked what he saw and offered Squires the opportunity to become a member of the New York Yankees. Today, that’s one of the lessons Squires passes on to his Sports Facilities and Event Management graduate students in the School of Professional Studies at Columbia University, where he has taught since 2007. “One of the first lessons I share with them is if you don’t ask, you’ll never know. And the second thing is, you never know who’s watching you,” Squires says. That second lesson is especially useful in actual practice, as every move a sports security and event management professional makes is closely watched and scrutinized. Any misstep can lead to messy legal issues and lengthy litigation, costing teams and organizations more than just money – it could cost them their loyal fans.

“Hiring, training, and staffing are very, very important. You have to hire the right people, train them, and then staff the building in accordance with the staffing needs that are necessary for that particular event.” BILL SQUIRES

NEW AND OLD CHALLENGES The first step to protecting a venue or event against the potential of litigation is ensuring the right people are hired and then properly trained on the front end. “Hiring, training, and staffing properly are very, very important. You have to hire the right people, train them, and then staff the building in accordance with the staffing needs that are necessary for that particular event,” shares Squires, adding that event staffing needs can vary. In 1994 at Giants Stadium, for example, he managed seven Men’s World Cup soccer matches, and the following year, he was involved with an event involving Pope John Paul II. Both events had unique staffing needs.

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LEGAL EASE

NCS4 ANNUAL CONFERENCE ALERT! Don’t miss Bill Squires & Carla Varriale-Barkers’ joint presentation:

NEGLIGENT SECURITY LITIGATION – PREPARING FOR THE UNEXPECTED Tuesday, Nov. 9 1:15-2:15 p.m. Grand Canyon 8-13

Carla Varriale-Barker, Shareholder and Chair of the Sports, Entertainment and Recreation Practice Group for Segal McCambridge Singer and Mahoney, Ltd., has been practicing law for 25 years and has spent approximately 20 of those years working with professional and amateur sports teams. During that time, she has noticed a common theme in many lawsuits. “The one thing that I find is plaintiffs’ attorneys always hit on the degree of training and whether things are documented properly. We know people meet and come up with strategies for security, but it’s not always documented because people might be concerned that things might come out in discovery if there is a lawsuit,” Varriale-Barker shares. And if it does come down to a lawsuit? “I think a judge and jury are persuaded that facilities are reasonable and exercise reasonable care when they show a commitment to training and show a commitment to looking at complaints or problems or losses and show that they took action to react to those issues and then demonstrate a strategy going forward,” continues Varriale-Barker. Squires, meanwhile, notes an increased emphasis on training that occurred after 9/11, when all policies and procedures were closely reexamined. The industry benefitted as a result, but the pandemic has made this critical aspect of event management a bit more challenging.

“Right now, staffing is very difficult because there’s a lot of people out there that feel they don’t need a part-time job working in a sports venue,” Squires says, also adding that there is now an additional layer venue operators must focus on – health and cleanliness. “I know how hard these individuals work to do the best they can to make sure their venue is a safe, comfortable, clean, and enjoyable environment, and there is now a huge emphasis on cleanliness.” Squires has firsthand experience with the devastating health impacts of COVID-19. In 2020, he was in the hospital for 48 days, and he spent 32 of those days on a ventilator. His doctor and nurses thought he was not going to make it. When he did, he then had to learn how to put his pants on, brush his teeth, walk, and do all the things people, in general, take for granted. This experience reinforced a reality – it’s no longer simply about security. “In the post-9/11 world, it was all about security, and while it’s still about security, it’s also about the fan experience and sanitization and hygiene and cleaning,” adds Squires. Varriale-Barker points to the rapidly changing COVID-19 information as another potential safety risk venue operators have had to quickly adjust to this past year. Further complicating matters are the different approaches that have been taken by schools, organizations, and facilities throughout the nation.

Bill Squires, recovering from a lengthy hospital stay after a COVID-19 infection. G A ME DA Y S E C UR IT Y | F A L L 2 0 21

Editorial credit: Kit Leong | Shutterstock.com

“COVID was really something where everybody needed to ramp up and get educated quickly on the most current and reliable information, as well as how to minimize the risk of exposure,” she shares. “But COVID was a great example of how something could come seemingly out of left field, and a facility would need to ramp up quickly in terms of education and training policies. And for the most part, I think that facilities across the country were successful with that.”

Varriale-Barker echoes this risk, noting, “Anytime you mix in large crowds and alcohol, the calculus of the risk can increase. But one thing that all these facilities share, whether it’s a school facility or professional facility, is the same potential for something to go wrong and the need to be prepared.”

The COVID-19 wellness protocols not only had to keep fans safe, but they had to be visible to the fans to make them feel comfortable without negatively impacting the fan experience. That fan experience is often tied to alcohol consumption, which fuels many of the issues that could lead to litigation.

Squires has consulted on or been asked to be an expert witness in approximately 50 lawsuits, and the first lawsuit he was asked to consult on involved the father-son attack on then Kansas City Royals first-base coach, Tom Gamboa, in 2002. The attack occurred at the Chicago White Sox Squires has served as an expert witness for the industry home venue formerly in numerous lawsuits. known as Comiskey Park. Gamboa sued the father, William Ligue, Jr., the security firm and the concessionaire at the time of the attack.

Squires consults for the New York Football Giants and liaisons between the Giants and MetLife Stadium management team. He notes that alcohol management remains a primary concern for his clients and across the industry. “One of the things that I’ve learned during my time in the industry is that everybody should be responsible for three things — guest service, security, and cleanliness — and any venue that sells alcohol requires another level of awareness,” Squires says.

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Major League Baseball is no stranger to these incidents, both inside the stadium and outside the stadium.

STRIKE THREE

“Most of the lawsuits I’ve been involved with usually get settled and don’t go to trial, but there are exceptions,” Squires shares.

Editorial credit: Dziurek | Shutterstock.com

PROACTIVE OUTREACH Fan, staff, or participant injuries can be an unfortunate byproduct of security mistakes or breakdowns, or simply bad timing, but further damages can be potentially mitigated by proactive outreach to the injured party. “I find that good outreach to the injured person sometimes will blunt the force of a lawsuit or somebody not feeling so aggrieved by something that has happened at the facility. I think that’s a very important component of a risk management strategy,” Varriale-Barker shares. “There will always be occasions where something happens. Facilities are too large or too varied for something not to happen. But show that you’ve recorded it, reacted to it, and it often helps if you can show a judge and jury that you were proactive to the greatest extent possible. And that might be planning and meeting ahead of time to talk about security or safety concerns and reviewing policies and procedures,” concludes Varriale-Barker. l

LEGAL EASE

“There will always be occasions where something happens. Facilities are too large or too varied for something not to happen…it often helps if you can show a judge and jury that you were proactive to the greatest extent possible.” CARLA VARRIALE-BARKER

Editorial credit: NYCStock | Shutterstock.com

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THE CALM DURING THE STORM

Effectively managing a crisis today requires a hybrid approach, blending modern digital communications with good old-fashioned training. IT HAPPENED IN THE BLINK OF AN EYE. In the bottom of the sixth inning in a game between the San Diego Padres and the Washington Nationals on July 17, gunshots were heard. Chaos ensued as fear of an active shooter in the stadium sent fans running for safety, including seeking shelter in the dugouts. The Washington Nationals acted quickly, instructing fans to shelter-in-place for 10-15 minutes before facilitating a safe exit via the center field and right field gates. On the surface, it initially seemed like the worst-case scenario for fans, players, and staff. Except that it wasn’t. It was later determined that the gunshots came from down the street outside the stadium. “When you observe crowd behavior at that event, it seems apparent that people were reacting based on what they saw and what was going on next to them rather than stopping and identifying what was happening,” observes Kelly Bartling, Vice Chancellor for Enrollment Management and Marketing at the University of Nebraska at Kearney. Dealing with and reporting on crisis situations is second nature for Bartling, a public relations veteran with more than 25 years of experience. When Bartling transitioned from the newsroom to the world of collegiate public relations more than 20 years ago, she quickly discovered a common theme: crisis communications. But instead of reporting on a crisis, she was going to be responsible for notifying her key stakeholders at the University of Nebraska at Lincoln about a potential crisis. “I quickly discovered that issues management, crisis communications, and, in particular, emergency notifications, was going to be my area of responsibility,” says Bartling. “Part of that meant working with our athletic department on creating crisis communication plans.” Throughout her career, Bartling has successfully mitigated numerous issues and incidents that could have caused significant damage beyond simply hurting brand reputation. And one of the keys has been flexibility and adaptability.

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Editorial credit: WoodysPhotos | Shutterstock.com

OUT WITH THE OLD

“We have professionals from law enforcement to communication and information professionals operating under an old model of public information, one that relied heavily on…slow-moving communication materials and opportunities.” KELLY BARTLING

“We have professionals from law enforcement to communication and information professionals operating under an old model of public information, one that relied heavily on the news media, news conferences, news releases, and other slow-moving communication materials and opportunities,” Bartling shares. “As social media and web content and digital-first delivery have emerged, people need to understand and accept that people need to get information from sources other than those who have the knowledge.” Steve Georgas, Retired Deputy Chief of the Chicago Police, has seen the role of social media and digital communications grow as a key crisis communications tool over the years. But he recognizes that sometimes these modern tools can do as much harm as good.

inform themselves about what they need to know before they arrive at an event and then to stay safe and informed during an event,” Bartling adds. While Georgas believes that swift communication during a safety-related incident is critical, he cautions against moving too swiftly.

These digital communication tools and platforms are not only a must-have for crisis situations but for traditional communication purposes, too.

“One of the most common mistakes is not monitoring what information is being said about your event and slow, uncoordinated and mixed messages being sent out in response,” Georgas shares. “We must always remember during an incident, most, if not all, information being learned could be incorrect. Messaging you are putting out must be quick yet validated and actionable.”

“On top of digital marketing and electronic tickets and geography-based communications, people need to inform themselves about things like clear bag policy, masks and vaccinations, cash-free transactions, mobile ticketing, and things of that nature. And it’s getting more and more difficult for our guests and ticket holders to

While modern communication can address these newer issues and challenges, the most important defense remains good old-fashioned training.

“I believe the smartphone and social media will go down as the greatest and worst inventions in history,” he says. “They have the power to overthrow governments, they can provide false information to create panic and danger, yet they are a must-have to communicate as well.”

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THE CALM DURING THE STORM RIDE THE TRAIN Melissa Lesperance, Director of the District Command Center for Olympia Development of Michigan, stresses the importance of tabletop exercises and other events to help event operations teams prepare for different types of crises. “These exercises offer opportunities to facilitate conversations regarding possible threats, response mechanisms, and crisis communications. Just like our teams, we play like we practice, and practicing crisis communications is so vital,” says Lesperance.

“Training is key to everything. Having properly trained staff and scripted draft messages that have been tested in a training environment are not an option – they must be a necessity.” STEVE GEORGAS

Georgas agrees, adding, “Training is key to everything. Having properly trained staff and scripted draft messages that have been tested in a training environment are not an option – they must be a necessity.” The pre-developed messaging is part of a training program Bartling has helped coordinate as part of NCS4’s educational platform called MGT-467: Sport and Special Event Emergency Notification and Public Information. The course brings planners, operators, communication professionals, government, public safety, and marketing professionals together in an effort to prepare and/or enhance venue and event communication programs. The course prescribes best

THE CALM DURING THE STORM

NCS4 ANNUAL CONFERENCE ALERT! Don’t miss Steve Georgas and Kelly Bartlings’s breakout session:

Editorial credit: Vlad1988 | Shutterstock.com

practices to common communication pitfalls and provides flexible and scalable solutions to a wide range of scenarios.

COMMUNICATING IN A CRISIS: ARE YOU READY? Wednesday, Nov. 10 10:30-11:15 a.m. Desert Suite 3

Launched a few years ago, the training has made an immediate impact, according to Bartling. “The first few sessions were very well-received because it opens people’s eyes to things like, do we have our digital messages deployed and ready to go, and do we have our social media plan for crisis ready to go?” she adds. Having multiple people involved is also key to successfully managing a crisis. For Georgas, that means having staffing redundancy, so multiple people are capable of performing a task, while Lesperance stresses the importance of community partnerships. the biggest oversights that sports security

“One of professionals can make is not developing key relationships between the public and private sector partners and cultivating communications during both the season and offseason.” MELISSA LESPERANCE

“One of the biggest oversights that sports security professionals can make is not developing key relationships between the public and private sector partners and cultivating communications during both the season and offseason,” says Lesperance.

“That means having plans in place for information-sharing between those public and private sector partners and pre-event intelligence gathering before there is a need to share the information during a crisis,” Lesperance continues. “This helps when creating and updating response plans when planning for potential issues or threats surrounding an event or to a specific venue or area, responding to a critical incident, and establishing and keeping effective relationships.” l

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KEEPING THE PEACE How to de-escalate potentially dangerous situations at sports and entertainment venues and events PEACEFULLY RESOLVING INCREASINGLY HOSTILE FAN INTERACTIONS can be challenging for even the most seasoned sports security professional. Christian D’Alesandro, a longtime law enforcement leader and member of the Dallas SWAT for more than 20 years, shares the lessons learned from his experiences, including how sports security professionals can leverage those experiences to make their venues safer. Gameday Security (GS): What inspired you to pursue a career in law enforcement? Christian D’Alesandro (CDA): I was born and raised in Pittsburgh, and when I was 10 years old, my baseball coach was a police officer, and I thought that’s what I wanted to do. I thought he was so powerful, and he always talked about how he helped people. From there, I went to Penn State University and took law enforcement and corrections, and that’s what I wanted to do. I’m one of five boys, and my father was an educator, and he told me, “Whatever you pick, put everything into it.” And he was right. GS: You were a police officer for 31 years and a member of the Dallas SWAT for 21 years. During that time, you have encountered numerous conflicts. Are there any that stand out where you peacefully resolved a potentially dangerous situation? CDA: An interesting thing about Dallas is our SWAT team is self-contained in that we don’t ask snipers or negotiators to come in and help us out. We’re all cross-trained, so we have the ability to switch from crisis intervention to tactical resolution if we need to do that. What has always stuck out in my mind was when we went into a situation, we were prepared for the worst-case scenario. And that meant going in and saving somebody or eliminating a threat to protect somebody. Fortunately, 99% of the time, our de-escalation techniques were very successful, and we were able to talk people out of whatever was going on.

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KEEPING THE PEACE

NCS4 ANNUAL CONFERENCE ALERT! Don’t miss Christian D’Alesandro’s breakout session:

INTRO TO CRISIS INTERVENTION AND DE-ESCALATION TACTICS Wednesday, Nov. 10 10:30-11:15 a.m. Wildflower Room A

GS: What are the biggest similarities and differences between de-escalating a situation as a police officer in your career compared to what a security professional might encounter at a sporting event? CDA: The principles are very similar. You must understand what motivates people to be in the situation they’re in. For example, police officers will respond to domestic disturbances, and those incidents are commonly driven by emotions and feelings. When you’re in a sports environment, and something happens where people don’t get to go where they want to go or do what they want to do, that’s driven by emotion. But if you give that emotion a little bit of time to dissipate, whether it’s five minutes or five hours, depending on what it is, then I’m going to win that type of situation. In other words, it’s about getting them to see that there might be a better solution than their way of handling things. But it’s always been about emotion, acknowledging that a fan is irate, and then getting them to pause or vent to expand time. That’s a big thing in my business and when dealing with angry fans. Talk to the fans, gather intelligence, and then get this person back to a level where they’re near the normal coping levels that they were exhibiting beforehand.

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KEEPING THE PEACE

GS: Would you say one of the most common mistakes a sports security professional might make is trying to rush a conflict resolution? CDA: Yeah, you have to give them a moment to breathe because if you allow people to vent and emote from their gut and from their heart, you help them get into a more cognitive state. When people think about what they’re doing and how they’re handling things, they might recognize that they overreacted and allowed things to get a bit out of hand. And if you have some solutions for them, even better.

Christian D’Alesandro, Dallas SWAT (Ret.)

GS: What are some of the other most common conflict-resolution mistakes a sports security professional might make? CDA: If you handle things professionally, and you’re calm and cool on the outside, and you meet the immediate needs of what this person is upset or confused about, then you expand time a little bit, and you can actually lessen those emotions. Remember, when dealing with a crisis, whether it be large or small, most are typically resolvable. As part of my 21 years on the SWAT team, I spent 10 to 12 years at the suicide crisis center dealing with people in crisis. It was important to understand them and let them vent and reduce the stress that they have, so I could then increase their rationality. That approach translates to sports security professionals and de-escalating situations. GS: What, if any, role should other fans play in de-escalating situations at sporting events? CDA: When a person gets out of hand, and they knowingly violate the rules, there’s an easy way to resolve that issue. Have someone go down and talk to the person who might be very drunk and belligerent, and if that doesn’t work, have a police officer come down. Typically, that will work, and there won’t be a big issue. There’s a level of response where you try to get the individual away from where the issue is, so you can talk to them in a calmer environment. When you get them away from that, off the X, it’s a lot easier to come to a conclusion that is positive for both parties. l

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SPECTATOR INSIGHTS Y ( N C S 4) S SAFET Y AND SECURIT F O R S P E C TATO R S P O R T T H E N AT I O N A L C E N T E R (USM) I P P I S S I S S I M N R E H T U SO AT T H E U N I V E R S I T Y O F

2021

SPEC TATOR SPORTS SAFETY & SECURIT Y SURVEY

The NCS4 recently published an industry report on spectator perceptions of safety and security practices and technologies. THE PURPOSE OF THIS SURVEY was to gauge sport spectators’ perceptions of safety and security practices, including those related to COVID-19, as the sports industry prepares to return to full-capacity stadiums and arenas. Understanding spectators’ perceptions of safety and security practices, their sense of safety, and related technologies while attending events can help venue and event directors plan accordingly to ensure the optimal spectator experience. Scan the QR code below to view the report. l

Industry Report

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SAVE THE DATE

The 13th annual National Sports Safety and Security Conference & Exhibition will take place June 28-30, 2022, at the Omni Orlando Resort at Championsgate. The gathering of top safety and security professionals across multiple disciplines provides a versatile and intimate environment dedicated to security and safety technologies, products, services, and education for safeguarding the assets and spectators we are charged to protect. Please mark your calendar and make plans to join us! Full conference details coming soon. TARGET AUDIENCE Security directors and operators, facility and stadium managers, event planners/operators, law enforcement personnel, emergency managers, fire/hazmat, emergency medical/health services, athletic administrators, and governmental representatives These are individuals representing or supporting: professional sports leagues, intercollegiate athletics, interscholastic athletics, marathon and endurance events, and sport and entertainment facilities (concerts, festivals, e-sports, convention centers, etc.).

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NCS⁴ Gameday Security - Fall 2021 Issue

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