The role of Guest Services and you

The Guest Services department heads up emergency responses, but it's important to know how to take action where you are and how to get help.

Guest Services oversees emergency responses processes. They will call for emergency services. All staff, volunteers, and guests must follow the directions given by Guest Services. Guest Services will direct you and guests to safety.

If there is an emergency, get a Guest Services Associate (GSA) to call for help. Guest Services staff wear blue shirts. They are present in every gallery and at the Welcome Center. If you cannot get to a Guest Services staff member, you can call the panel operator directly at 812 855 6495.

Do not endanger your own life. To the extent you are able, help Guest Services lead guests to safety. Follow instructions provided by Guest Services staff.

Building Evacuation

In any emergency or disaster, the safety of visitors and staff is the highest priority. Emergencies, including but not limited to fire, tornado, active aggressor, and medical, require the efficient movement of visitors, volunteers, and staff out of the building or to a secure area within it. The Security and Guest Services Dept. oversees this process.

Security and Guest Services is led by the Head of Security and Guest Services, B.J. Camfield or in his Security and Guest Services Lead, Rebecca Hinton.

Responsibilities of EMA Staff (Non-Guest Services) and Volunteers:
1. Be proactive in securing their own safety. If you don’t know what to do, ASK.
2. Evacuate yourself and guests in your area to building rally points dependent on emergency.

Medical Emergency

1. Immediately notify the nearest Guest Services staff member. An ambulance will be called if needed. If there are any body fluids involved (i.e. vomit or blood), the GSA will call for special cleaning staff. In that case, move the group away from the fluid.

2. DO NOT HESITATE TO CALL THE POLICE if you feel it is appropriate in the event of
an emergency.

a. 911
b. 812-855-4111 (IUPD. Non-emergency)
c. Please notify the Security Panel as soon as possible so they can coordinate
and provide assistance.

3. Three Automated External Defibrillators (AEDs) are located inside the museum. All
museum staff and guests can employ these devices to assist in life saving efforts.
Locations are:

a. First floor West passenger elevator lobby.
b. Second floor Fine Arts Entry/Stairwell 6.
c. Third floor West elevator lobby.

4. First Aid supplies are located at the security panel, room 125 (installations), and room 216 (Conservation).

Severe Weather

The panel operator listens for the latest advisories on commercial and weather radios. If necessary, the panel operator will initiate emergency procedures.

In case of FIRE or EARTHQUAKE or TORNADO, or other major emergency, the GSA in your Gallery will DIRECT YOU and your group to the appropriate EXIT within the gallery. To the extent that you are able to do so without endangering your own safety, help Guest Services evacuate guests to the designated location.

Tornado: Upon receipt of a tornado warning, the panel operator will give the command to evacuate to the staging area. Guest Services staff will direct you and all guests to a secure area in a safe shelter. You will be responsible for following instructions provided by Guest Services staff, including leading guests to the staging area, as directed, where you will wait until the “all clear” is given. You should NOT exit out the front glass doors of the gallery. If you and your tour group are sheltering in a secure stairwell, you can call the panel operator at 855-6495 to let them know where you are sheltering, so they can let you know when the situation has cleared.
Fire: Exit the building IMMEDIATELY! Stairwells lead outside, as do main doorways. If you suspect guests are trapped in the building, contact the panel once you are safely outside the building by calling 855-6495.

The museum has emergency drills; any guides and staff who happen to be on-site during a drill will need to participate.

Active Aggressor

Read Active Shooter-Aggressor: Emergency Situations: Indiana University and watch this video:

The role of chaperones

We look to chaperones to help with a student if they need to step away from the tour due to illness, going to the restroom, or addressing a behavioral concern.

Behavior management

Behavior management is the responsibility of the adult chaperones supervising the field trip. The museum is a safe space for people and for artwork. If a student compromises the safety of the group or the artwork, a chaperone is expected to step out of the gallery with the student. As a guide, you can prompt the chaperone to do this.

Sudden illness

We look to the chaperone to remove the ill student from the gallery. As a guide, you can prompt the chaperone to do this. When appropriate, get a Guest Services Associate (GSA) to call for help. If there are any body fluids involved (i.e. vomit or blood), the GSA will call for special cleaning staff. In that case, move the group away from the fluid. An ambulance will be called if needed. The GSA needs to stay in the Gallery.

Restrooms

If a student needs to go to the restroom, we look to the chaperone to be responsible for ensuring the student(s) find their way to the restroom and back to the group. Let the chaperone know where to find you when they return. Restrooms, including an all-gender option, are available on the first floor, behind the Welcome Center. Additional restrooms are located on the Mezzanine level.