Usher Training &

Policy Manual
Revised April 2015

Introduction ....................................................................................................... 1
Employee Policies .............................................................................................. 1
On-the-Job Expectations ................................................................................... 4
Emergency & Evacuation Procedures................................................................ 7

Caine College of the Arts

Production Services
4030 Old Main Hill
Utah State University
Logan, UT 84322‐4030
435‐797‐3040
Introduction
As an employee of the Caine College of the Arts Production Services, you are a representative of the
CCA, its presenting organizations, and Utah State University. You are a key part of providing a
wonderful arts experience for our patrons; their experience with you will often determine whether or
not they return.

Employee Policies
Attend all training sessions. This will help you develop better customer service skills and familiarize
you with the venues in which you will be working.

Responsibilities
As an usher, you will be expected to:
● Stand for long periods of time.
● Assist in event preparations such as light cleaning, setting up tables, and folding programs.
● Ensure patrons are ticketed correctly. This will require you to read small print.
● Provide good customer service with a friendly attitude and answer questions accurately.
● Assist patrons who have disabilities.
● Enforce policies efficiently.
● Remain calm in the event of an emergency, and follow all emergency and evacuation
procedures.

Usher Uniform
Every client that uses a CCA venue is required to pay for ushering services. It is of the utmost
importance that all ushers look and act as professionally as possible to show clients that their money
was not wasted. The CCA will provide you with a black vest and an “Usher” nametag at each event to
facilitate these standards.

You will be expected to provide appropriate clothing for the usher uniform, which consists of:
● Black, dressy slacks or skirt (knee‐length or longer). Denim or other casual fabrics are
unacceptable.
● Clean, professional white dress shirt without logos or decorations. No exceptions.
● Black shoes with appropriate socks. Nylons are not required, but they should be conservative
if worn.
● Conservative, professional‐looking tie (men only).

Do not wear hats or bulky coats. Light jackets are acceptable, as long as they are clean, neat, and
professional; do not wear windbreakers. As a rule of thumb, if you question a particular item of
clothing, choose something else.

Additionally, ushers should practice good hygiene and grooming. Men with facial hair should trim it
neatly. Simple jewelry is acceptable, but do not wear nose, tongue, lip, eyebrow, or other non‐
conventional rings or jewelry. No smoking or gum-chewing is allowed while on duty, although breath
mints are fine.

1
Shift Policies
Signing Up for Shifts
You are required to work at least two shows per month to remain on staff, except during months
without enough shifts for everyone to meet this requirement.

Shifts are assigned through WhenToWork, an online scheduling system. A more complete guide to
using WhenToWork, including creating a user ID, will be provided. Make sure that you become
familiar with the system and adhere to the following guidelines as you use it:
1. Update your availability within your WhenToWork profile. You are welcome to change your
availability at any time, but the box office coordinator will assign ushers to shows according to
this availability, so make sure it’s accurate. Once you are assigned to a show, you are
responsible for working your shift or finding a replacement.
2. The box office coordinator will open the next month’s schedule on WhenToWork during the
last week of each month. At that time, you may request any shifts that you would like to take.
See the WhenToWork guide for more complete instructions.
3. The box office coordinator will assign shifts based on your requests. To ensure that all
employees have equal opportunities to work, you may or may not be assigned to work every
shift you request.
4. After assigning requested shifts, remaining shifts will be assigned to available ushers as
needed.

Please note that shift lengths are estimates and the event may end early or run over your allotted
shift time. If you must leave, talk to your house manager, but ushers are expected to stay until the
end of an event in most cases.

Trading Shifts
When you are signed up for a shift, we are counting on you to be there. If you are unable to make a
shift, you are responsible for making sure that shift is covered. All ushers’ contact information is
available on WhenToWork, which also has a trade board to help you find substitutes. See the
WhenToWork guide.

Once you have found someone to cover for you, inform the box office coordinator of the event, call
time, and name of your replacement as soon as possible. We understand that emergencies happen. If
an emergency arises and you are not able to find a replacement, contact the box office coordinator at
(435) 797-4044.

Payment
The house manager will have a sign-in sheet at the beginning and end of your shift. Sign in before roll
call and check with your house manager before signing out at the end of your shift. Round to the
nearest 15 minutes. Ushers will receive a two hour minimum for each show worked. If an usher
arrives late or leaves early, that amount of time will be taken off his/her minimum time.

Disciplinary Action
Each usher is allowed up to two disciplinary actions on his/her record. Upon receiving a third
disciplinary action, his/her employment will be terminated.