Guest Experience & Crowd Management Conference
February 20 - 22, 2018 / Minneapolis, MN

GuestX Day 2

Day 2 - Wednesday, February 21, 2018

7:30am - 4:00pm
Great Lakes Promenade
8:00am - 9:00am
Great Lakes C
  Morning Refreshments
9:00am - 9:45am
Great Lakes B
Session 2: The Bold North: A Journey Through Super Bowl LII

Moderator: Billy Langenstein, CSSP, Director Event Services, U.S. Bank Stadium/SMG
Panelists: Brittany Allen, Special Events Coordinator, City of Minneapolis; Kyle Chank, Vice President Operations, Minnesota Super Bowl Host Committee; John Drum, Assistant General Manager, Stadium Operations, U.S. Bank Stadium/SMG

Listen and learn from executives throughout the City of Minneapolis who put together Super Bowl LII and delivered a Fans First experience.
9:45am - 10:15am
Great Lakes C
  Sponsor Showcase
10:15am - 11:00am
Great Lakes B
Session 3: Protest & Crowd Management

Speaker: Andrew McQuillan FdA GSP MIIRSM, Crowd Management Consultant, The Crowd Management Company

This experiential learning exercise will focus on the founding principles of crowd management and assessing space.  The session will include a crowd density exercise, suggestions on tools to use for crowd management, and how to use them in your own venue.
11:15am - 12:00pm
Great Lakes B
  Session 4: Homeland Security Exercise and Evaluation Program (HSEEP)

Speaker: Ken Jaeger, Stakeholder Readiness and Exercises Section Chief, U.S. Department of Homeland Security

The Homeland Security Exercise and Evaluation program (HSEEP) provides a common approach to assist venue managers in the development, execution, and evaluation of tabletop exercises. Tabletop exercises enable you to identify roles and responsibilities under crisis. These tabletops can be based on strategy documents, threat and hazard identification, assessment processes, and capability assessments. HSEEP exercises and evaluation doctrines are flexible, adaptable, and are for use across all venue types. 

12:15pm - 1:15pm
Great Lakes C
Lunch sponsored by ABI MasterMind
1:30pm - 2:30pm
Great Lakes B
Session 5a: Interactive Tabletop Walkthrough

Speaker: Ken Jaeger, Stakeholder Readiness and Exercises Section Chief, U.S. Department of Homeland Security

This practical discussion-based session will demonstrate how you can apply HSEEP principles at your own venue. All scenarios are theoretical, but realistic, and templates will be provided to guide attendees through the entire process.
1:30pm - 2:30pm
Great Lakes A1-A2
Session 5b: Stop the Bleed  National Awareness Campaign

Speakers: Jason Chapman, Firefighter/Paramedic, Los Angeles Fire Department and Homeland Security Division, TEMS Unit;
Jason Shelton, Firefighter/Paramedic, Los Angeles Fire Department and Homeland Security Division, TEMS Unit

Launched in October 2015 by the White House, Stop the Bleed is a national awareness campaign intended to cultivate grassroots efforts that encourage bystanders to become trained, equipped, and empowered to help in a bleeding emergency before professional help arrives.

No matter how rapid the arrival of professional emergency responders, bystanders will always be first on the scene.  This training session covers the basics of bleeding control, including proper tourniquet use and how to help a colleague, friend, stranger – or even you – survive a traumatic bleeding incident.

Attendees will learn how to control a bleed using compression, wound packing, and a tourniquet. 

2:45pm - 4:00pm
Great Lakes B
Session 6: Roundtables

Topics Include: 

  • ABI User Group
  • Alvarado User Group
  • How Service Standards Are Revolutionizing the Guest Experience - Chris Bryant 
  • Rethinking Accessibility in the 21st Century - Julian Maha, M.D.
  • How to set up a Guest Experience Council - Ruby Newell-Legner, CSP
  • Ungerboeck User Group 
  • Attendee Created Topics

2:45-2:50pm - Quick Welcome  

2:50-3:10pm – Rotation 1

3:15-3:35pm – Rotation 2

3:40-4:00pm – Rotation 3
4:00pm - 4:30pm
Great Lakes C
  Sponsor Showcase
4:30pm - 5:15pm
Great Lakes B
Session 7: Post Crisis Recovery: Building Up Your Team 
Speaker: Geoff R. Hinds, Chief Executive Officer, San Bernardino County Fair

When tragic events occur, they can have a tremendous impact on you and your staff.  This session will focus on four recent events and their impact on the local venue team, the lessons learned, and the long term, cultural and systematic changes that resulted.
IAVM is grateful for
the support of our
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