Operations

Throughout this handbook, you’ll see frequent references to safety. With events taking place around the world year-round, occasional accidents are inevitable. We ask that you familiarize yourself with Sofar’s safety resources and insurance coverage so you can lead your city with 

confidence and peace of mind.

Safety Protocols

Handling Situations 

When you're dealing with the public, anything can happen. Read our “Conduct & Response guidelines” here and learn how to navigate emergencies or other safety concerns. It’ll include proper escalation guidance, how to keep you and your community safe, what to do if press reaches out, and everything in between.

In addition to being able to handle unexpected situations, sometimes you may find yourself in a difficult conversation. Be prepared in how to handle sensitive topics with our “Conversation Toolkit for Sensitive Topics” guide here. 

When in doubt, reach out to the Global Communities. 

Reporting an incident 

If an incident occurs at your show, please provide a detailed report and alert the Global Communities team. These reports go through to your Director who then assesses next steps and any action we need to take.

For minor to serious incidents, please report within 24 hours.

Examples include: 

  • Damage to property that will require reimbursement

  • Police involvement where a warning is issued 

  • Disappointed guests or isolated anger incidents 

  • Minor injury - possibly gone to ER for precautionary reasons 

  • Petty threats and/or multiple angry people

  • Non-compliance related to safety rules 

For critical incidents, please report immediately and alert the Global Communities team. In any emergency, please call your local emergency services first. 

Examples include: 

  • Someone is seriously hurt and taken to the hospital

  • Fire - requiring Fire Department intervention and evacuation / Police - involving arrest of a person at our event

  • Serious threats to person(s), property, or to the company

If in doubt, fill in an incident report here!

Insurance

If an incident occurs at your show, please provide a detailed report and alert the Global Communities team. From there, our team will work with you for best next steps.

Team Changes

As a city lead, you have autonomy in how you’d like to manage your team and work with them. However, if you’re ever considering updating your position as city lead, please consult with us.

  • While we’ll be sad to see you go, we understand that you may need to move on. Please email us about your decision at least two weeks in advance. While we can’t guarantee that a successor will be chosen from your referrals, we’re happy to review any recommendations you’d like to share.

  • We trust that you’ll build a team that best represents Sofar and will help you achieve your city goals. We highly recommend setting these members up for success with our crew training and having them attend a Sofar event.

  • While Sofar reserves the right to terminate any contract, this decision is never made lightly. In the rare event that we need to offboard someone proactively, it is typically due to repeated violations of our Community Guidelines or the terms of their contract.

    At Sofar, we deeply value the time, energy, and dedication each community member contributes to making this program special. We ask everyone to honor that shared commitment by upholding our principles and helping create a safe, inclusive, and welcoming environment for all. 

  • Please reach out to the team at gc@sofarsounds.com with as many details as we can. We take each report sincerely and will follow up with some next steps. If this is an issue that requires
    immediate attention, please DM one of the members via Slack as well.