Introduction
Thank you for joining our crew. It’s our ambition to provide you with the most opportunity to be successful professionally, as well as personally. But most important is our responsibility to provide a safe, productive and mutually equitable environment for all our stakeholders.
XTRA aligns itself with industry leaders determined to redefine the crewing experience. We redesigned our entire crewing process to eliminate the most common fail points ensure accurate and punctual communication, and establish standards and protocols, mutually agreed upon and universally enforced by all our stakeholders.
To simplify the foundation of our Code of Conduct, the baseline is based on three simple qualifying questions:
Is it respectful? Is the action, attitude, or behavior consistent with the feeling of admiration for one’s abilities, qualities, or achievements?
Is it safe? Does the action, attitude or behavior provide or protect an emotionally, mentally, and/or physically safe space for everyone to work in?
Is it professional? Is the action, attitude, or behavior placing the success of the crew above self-interest; helping and supporting other crew members; remaining open to change; and communicating with others to resolve problems?
Any behavior, attitude, and action measured by these three questions will establish whether the conduct or behavior meets the most basic expectation. We’ve listed below the code’s most critical rules for conduct. We appreciate you taking the time to familiarize yourself which we believe will make for a better and more efficient relationship between us.
Code of Conduct
Respect Scheduled Commitments
When you are booked for a job, keep your commitment. Finding replacements at the last minute is complicated and reflects poorly on everyone. By canceling, whether on short notice or not, you may potentially jeopardize your relationship with the client and risk losing your call list priority. We will give you ample notice and detailed information about a job via email and/or text. Make sure your email and phone number are up to date in our system and read all emails and texts thoroughly. If the information is unclear or you're still waiting for information about the job, please contact the office to clarify. For texts that we send, we will ask that you acknowledge the text accordingly or simply send an emoji acknowledging that you read and understood the text.
Be Punctual & Prepared, Ready To Work.
Call Time should not be confused with arrival time. Always add additional time to your arrival time for dependencies, such as traffic, road conditions, and unfamiliarity of the job site, that may affect your arrival time. “Just making it,'' feeling frazzled or rushed may affect your preparation and readiness to work so take a few minutes to regroup.
Crew should arrive early enough to find parking, find a meeting point, to unpack gear, for laborious check-ins, such as the need to check in with security, to get a badge (if you're on a multi-day job and a badge is necessary, you may need to get a badge each day you are onsite), to provide or complete documentation or information before entry.
We will let you know in advance with instructions for these special circumstances. You are responsible for checking in with your Crew Lead as soon as you have successfully made it to the meeting area. Do not assume that the Crew Lead saw you or knows who you are. Failure to check-in may result in an inaccurate recording of your start time.
Crew Lead
Upon arrival onsite and end of shift, to/from lunch and break, and any time you leave your designated job area, let your Crew Lead know. Your Crew Lead will need to know your location at all times for emergencies and for timecard purposes
Parking
It is generally understood that parking is the responsibility of the crew member. It’s recommended that parking options should be researched before arrival and walking distance should be accounted for when calculating arrival time on-site.
Late Arrival
If late arrival is unavoidable, call the on-site contact immediately, so that the client has as much time as possible to make any necessary arrangements to cover your position until you arrive.
No Show
If you are unable to make your shift, whether there was a health or personal emergency, contact the office at the earliest possible opportunity to allow for Crew Operations to find a suitable replacement.
Do Not Circumvent the Company, Solicit Clients or End Clients Directly.
XTRA invests considerable resources into prospecting, nurturing, and building trust with its clients. We profit from that investment and share those rewards with our crew members. Crew members that solicit work directly from clients, circumventing XTRA, and misdirecting resources earned by the company are a breach of contract and strictly prohibited. Accepting freelance jobs, directly contracting, and the collection of monies, including tips, bonuses, spiffs, or gifts with monetary value is actionable and XTRA actively pursues compensatory and punitive damages through all legal means available.
Avoid Unnecessary Contact with End Clients
There are times when the end client may approach you with a question or concern. Everyone needs to understand that our client has invested considerable resources into earning the trust of the end client. It’s equally critical to understand that we may not know or understand the full scope of the job we’re working on. An inaccurate or careless remark or breach of confidentiality can jeopardize the client, the job, and the entire relationship.
As white-label service providers, we represent our client’s interests, so it is a strict policy to direct any questions, regardless of our understanding, back to the client contact on-site. Or simply reply that you are not sure of that answer. We expect you to communicate in a clear, friendly, and professional manner. We encourage you to engage with the client and build a foundation of trust and respect, but we discourage direct engagement and prohibit any socializing with the end client.
Be Prepared To Stay the Entire Call and Plan for Possible Overtime
Crew members are hired to complete a project, and it is not uncommon that unforeseeable conditions can make the project take longer than forecast. We are all committed to the safety and well-being of our crew, and conscious of our client’s budget, but you must prepare your schedule and transportation with the possibility that a call can run longer and that you may be asked to stay longer.
Be Professional & Courteous
We recruit individuals we consider intelligent, disciplined, and professional. We understand that stagecraft can be physically and emotionally demanding, but we expect our crew to maintain their professional decorum and represent our company the same way we represent you to our client. Be aware, that there is always someone watching, and the definition of integrity is “doing the right thing, even when you think nobody is watching.”
Be An Expert at Safe Workplace Practices
Event production can be dangerous when crew members are careless or do not pay attention to their surroundings. We require all new hires to take the OSHA-10 Safety Course, comply with the company's safety protocols, and understand the company's emergency response plans. XTRA’s Safe Worksite Policies and Program Guide can be found at https://www.xtracrew.net/workplace-safety.html.
Safe & Professional Use of Cell Phones & Electronic Devices
The use of personal cell phones on an active show floor is strictly prohibited to ensure a safe working environment. We understand there are occasions that you must take a call, but the use of mobile devices and electronics while working on the floor poses a significant risk of injury or death to you or other crew members.
Acceptable Use During Shift
If you must make a call that cannot wait until the scheduled break period:
Let your leads know you must step off the floor
Take your call outside the perimeter of the work site.
Report violations to the Crew Lead
Limited Exception for Crew Leads and Labor Coordinators
Crew Leads and Coordinators are required to communicate with the Crew Operations team throughout their shift and may find it necessary to use their cell phones or laptops. They may be authorized to conduct business over their phones, but only in safe zones with no overhead work or foot traffic.
Zero Tolerance
Your safety is our paramount concern and using phones or electronic devices can distract attention and lead to or cause serious injury or death. Crew members who use their phone inappropriately shall be dismissed from the call without prejudice or courtesy warning.
Understand & Comply with Social Media Policy
Most of our job sites are secured, non-public events. Our clients bind us to confidentiality, which in turn binds you as our representatives to strict Confidentiality and Non-Disclosure Agreements. Photographing or video recording of show sites, staff, client personnel, the client displays or exhibits, or any other such reproductions are strictly prohibited.
If you are sent a photo or media file, regardless of source, you may not post or share those assets under any circumstances, except with written approval, which may only be obtained according to expressed directly from the end client. Review the complete social media policy at www.xtracrew.net/social-media-policy.html.
Smoking Only In Designated Areas & Dispose of Trash Properly
Smoking is only allowed in marked, designated smoking areas or beyond the property line of the job site.
Dispose of butts and trash properly
Dispose of burning products before extinguishing them and be sure to dispose of all trash in a proper landfill, recycling or compost receptacles as required.
Do Not Use Drugs Or Alcohol During Or Before Call-Times.
We are committed to a safe and healthy work environment. Drugs and alcohol are never permitted at a job site. If you are required to take prescription drugs during a call, notify the Labor Coordinator before the call so the office is aware of it and can help ensure compliance with your physician’s directions. If it is evident that you are under the influence of drugs or alcohol you will be dismissed from the job site and both XTRA and the client reserves the right to report the incident to the proper authorities. Violators are subject to fines and/or disciplinary sanctions by federal, state and municipal laws and ordinances.
No Sleeping On SIte
Sleeping on a job site is a health and safety hazard, and could hurt crew morale and client’s perception or satisfaction. Get a good night’s sleep before show calls. Eat a proper meal at regular meal periods and resist complaining that you’re tired. It’s unprofessional and makes everyone look unprofessional.
Dress Requirements
Call Confirmation notices will indicate what the dress code is for each day. Generally, it is understood that load-in and load-out days require Work Blacks and Rehearsal or Show Days require Show Black. When Show Day is the same as Load-in or Load-out, it is generally expected that you have both sets of clothing on hand or you work the entire shift in Show. All clothing should be freshly laundered and dress blacks should be pressed and polished.
Work Blacks
Black t-shirt or polo (no logos, no tour shirts), long black pants or jeans (no shorts), black shoes (no open-toe footwear)
Show Blacks
Black button-down shirt or polo (no logos), black slacks or trousers, and black dress shoes.
Dress Blacks
Black button-down shirt, black sports coat or blazer, jacket, black slacks or skirt, black dress shoes.
Outdoor Gear
For outdoor events in moderate to extreme weather, health and safety are the primary concerns. Be prepared with appropriate apparel and supplies (water, uv protection, sunblock, raincoat, snow boots, etc - as required).
Personal Hygiene and Grooming
Along with Dress Requirements, your hygiene and grooming are equally important as it complete and exude personal and social confidence and acceptance. Foul body odor or heavy use of cologne, perfume, scented deodorant, or body lotions encroach on the personal space of those working close by, which can be stressful and overwhelming.
Basic Hygiene Expectations:
Hair should be combed and pulled back and away from the face
Nails should be short or at a length that does not hinder the ability to hold, carry, or grasp weighted objects,
Jewelry is not advised to be worn at a job for safety reasons (maybe a distraction, get caught or can be reactive to other materials that can cause a harmful effect, etc.)
Encounters with a crew member
If you encounter a crew member who is making you or those around you uncomfortable, or you hear about an issue from peers or other crew members, the following steps are encouraged:
Inform the Crew Lead privately, and allow that person to have the sensitive conversation.
Bring Your Tools, Tool Kits, and Personal Protection Equipment
Crew members should be prepared with the tools required to perform the duties of the position for which they accepted. Failure to report for your shift prepared and properly equipped may result in dismissal.
There may be an opportunity to purchase basic tool kits and PPE gear from the on-site contact, when or where available. If tool kits are unavailable from your on-site contact, he may direct you to a local hardware store to pick up the basic minimum stagecraft tool kit or personal protection equipment. You will not be considered on the clock and expected to return promptly.
Stagecraft Tool Kit Lists & Resources
A complete list of tools required/suggested for most positions may be found on the XTRA website. Please see the blog article about Stagecraft Tool Kits at https://www.xtracrew.net/
Basic Personal Protection Equipment Requirements
All Crew members are required to wear Steel-Toe Boots and Work Gloves. Some locations may have work being done overhead, which requires hard hats or helmets.
Aerial and Overhead Personal Protection Equipment Requirements
Crew members that are hired to do aerial work are required to wear fall-arrest harnesses, and helmets or hardhats and use lanyards to secure any tools taken into the air.
Bring Government-Issued Identification
Security has increased at most public gathering locations and corporate campuses. Crew members are often required to check in with security and prove identity and in some cases their right to work. Crew members must show valid government-issued identification and are advised to have a copy of their SSN or passport.
Failure to Present Identification of Right To Work
Failure to present proof of identity or right to work will result in dismissal and forfeiture of pay for that day.
Do Not Circumvent or Attempt Fraud
If you fail to bring your ID and security is unwilling or unable to allow alternate means to satisfy their requirements, you must leave the premises. Do not attempt to sneak in, use fraudulent means of verification, or any other means that reflect a lack of professionalism and disobedience to governing authorities.
Communicate with your Labor Coordinator & Leads
DO NOT go to the client or road crew with concerns or issues on the job before contacting the Crew Lead or Labor Coordinator. It is their job to protect your welfare and they have the training and resources, as well as a deeper understanding between the client and company. They are best prepared to address your concerns and they have the authority to act in your best interest.
Labor Coordinator On-Call 24-Hours A Day
The Crew Operations team is available during normal business hours, but there is always an on-call Labor Coordinator available 24 hours a day, seven days a week. Should you experience any difficulties regarding a job to which you are going, a job that you are on, or a job that you have already been on, call the hotline number or send a text message. If the problem is an emergency and needs immediate attention, call (415) 234-0048.
Local Team Leads
Every call also has a Lead Crew Member or Local Lead. If there is any concern or issue while on the job, bring it to their attention first before contacting the Labor Coordinator. If the Lead cannot resolve the issue or concern, then contact the Labor Coordinator.
Complaints, Concerns or Issues
All Crew Members have the right to work in a safe and respectful environment. If you experience any behaviors that are considered inappropriate or you believe the working conditions are unsafe, inform your Crew Lead immediately. If the Crew Lead is unavailable or if the Crew Lead is a party to your issue, contact your Labor Coordinator or the Crew Operations team immediately. Examples of inappropriate behaviors or unsafe conditions include, but are not limited to:
Unfair Treatment or Discrimination
You are asked to perform work that you are unqualified to do, or is outside the scope of your position; You are intentionally given a task or assignment intended to humiliate or embarrass you; You are ordered to perform a task that impugns or violates your religious convictions and is denied appeal.
Harassment or Intimidation
You are subject to offensive jokes, slurs, epithets or name-calling, ridicule or mockery, insults or put-downs, offensive objects or pictures, and interference with work performance
Aggressive or Threatening Behavior
You are receiving verbal or non-verbal, overt or implied threats to commit an act of physical aggression, including threats to cause bodily harm or death to a person ( including stalking, bullying, or other abusive or aggressive behavior)
Unsafe Working Conditions
You are unable to perform your duties because you believe there is reasonable and credible danger to your well-being, including being expected to perform a task you are not properly trained to do and there is inadequate supervision, you witness or are informed of a deliberate plan to engineer or install gear or equipment that poses a reasonable risk of failure, injury, or some other catastrophic event; a failure to correct a known problem or repair faulty equipment; negligent use or refusal to use proper personal protection equipment and/or safety procedures; and/or negligent, malicious, or incompetent supervisory behaviors.
DO NOT go to the client or road crew with concerns or issues on the job before contacting the Crew Lead or Labor Coordinator. It is the Crew Lead’s job to protect your welfare and they have training and resources to provide solutions that are in your best interest. They are best prepared to address your concerns and they have the authority to act in your best interest.
If you experience working conditions you deem unsafe, or reasonably uncomfortable, or if an individual or group onsite has made it difficult for you to perform your duties, please take all such issues or concerns to your Crew Lead or Labor Coordinator, or call the Crew Operations team immediately.
Report Code of Conduct Violations
Every crew member has the right and responsibility to report violations of this Code of Conduct and may do so without the fear of reprisal or retaliation. Violations may be reported, anonymously if requested as such, by calling your Labor Coordinator or Crew Operations team.
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