Question 1

What is the difference between a crowd controller and a security guard?

Accepted Answer

Crowd controllers specifically manage crowds at venues and events, controlling entry and patron behavior. Security guards provide broader security services. Both require a Security Licence (CPP20218), but crowd controllers work specifically under the Security Services Industry Award or Amusement, Events and Recreation Award depending on the venue type.

Question 2

What award covers crowd controllers in Australia?

Accepted Answer

Crowd controllers are typically covered by the Security Services Industry Award 2020 (MA000016) when working for security companies, or the Amusement, Events and Recreation Award 2020 (MA000080) when employed directly by event venues. Always verify which award applies to your specific organisation.

Question 3

What classification level should I use for a crowd controller?

Accepted Answer

Under the Security Services Award, crowd controllers typically start at Level 2. Higher classifications apply with additional qualifications like RSA, RSG or team leader responsibilities. See our Security Services Award rates guide for details.

Question 4

Should I include pay rates in a crowd controller job description?

Accepted Answer

Including indicative pay rates helps attract suitable candidates. You can reference the applicable award rate or use phrases like 'Award rates plus penalties for night and weekend work.' Crowd controllers often work unsocial hours, so penalty rates are significant.

Question 5

What qualifications do crowd controllers need?

Accepted Answer

Crowd controllers must hold a valid Security Licence (CPP20218 Certificate II in Security Operations) issued by the relevant state or territory authority. They must also have completed crowd control training as part of this qualification. First Aid certification is highly recommended.

Question 6

Do crowd controllers need RSA certification?

Accepted Answer

RSA (Responsible Service of Alcohol) is required if the crowd controller works at licensed venues where alcohol is served and they may be involved in refusing service or managing intoxicated patrons. Many venues require both Security Licence and RSA certification.

Question 7

What experience should I look for in a crowd controller?

Accepted Answer

For entry-level positions with a Security Licence, look for confidence in dealing with the public and conflict situations. For experienced roles, seek previous crowd control experience at events or venues, demonstrated ability to de-escalate conflicts, knowledge of emergency procedures, and physical fitness for the demands of the role.

Question 8

Can I hire crowd controllers without a Security Licence?

Accepted Answer

No. In all Australian states and territories, it is illegal to work as a crowd controller without a valid Security Licence. The licence must be current and issued in the state/territory where the work is being performed. Employers face significant penalties for using unlicensed crowd controllers.

Question 9

Should I hire casual or permanent crowd controllers?

Accepted Answer

Most crowd controllers are casual employees due to the event-based nature of the work. Permanent part-time positions suit venues with regular operations. Casuals receive a 25% loading but offer flexibility for variable event schedules. See our guide on casual vs permanent employment.

Question 10

What penalty rates apply to crowd controllers?

Accepted Answer

Crowd control work often occurs at night and on weekends. Under the Security Services Award, penalty rates apply for: Saturdays, Sundays, public holidays, evening shifts (after 6pm), night shifts (after midnight), and overtime. Use award interpretation software to calculate rates accurately.

Question 11

What are the minimum shift lengths for crowd controllers?

Accepted Answer

Under the Security Services Award, minimum engagement periods typically apply — usually 3-4 hours for casual employees depending on the classification. Actual shift lengths depend on event duration. Always check the relevant award for specific requirements.

Question 12

What should I include in a crowd controller employment contract?

Accepted Answer

Key elements include: position title and classification level, employment type (casual/part-time/full-time), hourly rate, applicable award, reporting structure, main duties, work locations, shift patterns, uniform requirements, and RSA/licence requirements. Use our digital employment contracts to simplify this.

Question 13

How far in advance must I provide rosters to crowd controllers?

Accepted Answer

Under the Security Services Award, rosters should be provided with reasonable notice. Event-based work can be unpredictable, but providing rosters at least 7 days in advance helps with staff planning. Using rostering software ensures staff can view upcoming shifts easily.

Question 14

Can I require crowd controllers to work multiple venues?

Accepted Answer

Yes, for event security companies, crowd controllers often work at different venues. Ensure you allow adequate time for travel between venues and consider whether travel time is paid. Clearly communicate multi-venue expectations in the job description.

Question 15

What breaks are crowd controllers entitled to?

Accepted Answer

Under the Security Services Award, employees working more than 5 hours are entitled to an unpaid meal break. Paid rest breaks also apply based on shift length. For events, breaks should be planned to maintain security coverage. Use break planning tools to manage breaks effectively.

Question 16

How do I schedule crowd controllers efficiently for events?

Accepted Answer

Calculate required numbers based on venue capacity and risk assessment, schedule experienced controllers in high-responsibility positions, ensure adequate coverage for entry points and trouble spots, and plan for relief during long events. Use rostering software to manage complex event schedules.

Crowd controller job description