Flyers President of Business Operations Valerie Camillo feels responsible for establishing the right culture and establishing a welcoming environment at Wells Fargo Center – and she hopes the behaviors she expects are universal.
Just in case they weren’t, she and staff at the Wells Fargo Center overhauled the arena’s code of conduct to include a zero-tolerance policy for racial or identity slurs, becoming the NHL’s first. to do it.
âWe’re not afraid to say we have standards of behavior,â Camillo said. NHL Commissioner Gary Bettman praised the Flyers for leading the league wide on this issue.
âAs the premier hockey league in the world, the NHL has a responsibility to create a welcoming and inclusive environment in our games that sets both a standard and an example for all,â said Bettman. âOur clubs play a vital role in developing effective policies and implementing them. And I applaud the Philadelphia Flyers, the Wells Fargo Center and IEC member Valerie Camillo, in particular, for leading the way in our shared mission to make the National Hockey League a place where everyone feels. safe, comfortable and valued.
Philadelphia is known as a tough environment for opposing teams, Camillo said. While she and the rest of the staff at Wells Fargo Center take great pride in the intense and passionate environment that creates a strong advantage on the ice at home, they never want that tenacity to cross a line and turn into something. uncomfortable at the individual level for players. , staff or guests.
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“None of this will change that [home-ice advantage] because we always want to hear the voice of Philadelphia, our knowledgeable, smart and intelligent fans who say the wittiest and smartest things, âCamillo said. âWe want them to be loud. We want them to be involved in our games. But none of the behaviors we’re talking about improve that.
The change was driven by the event staff, the people who come face to face with arena guests. Camillo said the change did not come from an increase in negative interactions in Philadelphia, but rather from the growing difficulties that customer service professionals have faced with customers across the country over the past two years.
When the staff approached Camillo, their request sounded like something she wanted to focus on, she said. Camillo then asked the staff what they thought.
The first thing they asked for was to just talk more about the code of conduct. âIt was just for our workers to point out that we don’t really talk about it that much,â Camillo said.
Now they will announce it before every event, post it on signs throughout the building, and include it in emails with guests. Working with the Wings and 76ers, who share the building, they’ve created a video that will air before every game, starting with the Flyers’ season opener on Friday.
Conversations with staff members, many of whom have worked at the arena for many years, also led to a revamped training. Staff will now be better equipped to identify situations before they escalate and to enforce the code of conduct. It is important for Camillo that they feel comfortable doing their job because âthey really are our front line workersâ.
Wells Fargo Center is also trying to make fans feel more comfortable reporting situations. If fans don’t want to approach one of the event staff, they can text 954-WFC-TEXT to report a situation.
Each situation will be decided on a case by case basis. While Camillo hopes the improved communication helps prevent situations from occurring by educating guests, she also said arena officials reserve the right to ban guests temporarily or permanently.
The NHL Fan Inclusion Committee wants to create a similar league-wide code of conduct. He will look to the Flyers and Camillo for inspiration and advice.
WELLS FARGO CENTER CODE OF CONDUCT:
Respect the safety of players and performers:
Do not physically interfere with or inappropriately harass athletes or performers.
Do not throw projectiles on the playing surface / performance area (except in the case of a Flyers hat trick).
Respect the arena and arena staff:
Follow the instructions of the arena staff and treat them with respect.
Do not damage the arena or any property inside the arena.
Respect other customers:
Treat all other guests with respect and contribute to an environment of respect at Wells Fargo Center.
Do not use offensive language or gestures regarding race, ethnicity, color, gender, religion, beliefs, ability, age, sexual orientation, identity / expression gender or national origin.
Do not engage in any physical altercation or disruptive or reckless behavior detrimental to the experience of other guests.
Guests can report inappropriate behavior to the nearest usher, security staff or other event staff, or by texting 954-WFC-TEXT.
All ticket holders are responsible for their conduct and the conduct of their guests and / or persons using their tickets.
All guests must also comply with applicable codes of conduct of the NBA, NHL, NLL, and Promoters.
Violations of this Code of Conduct or any applicable Code of Conduct may result in expulsion, arrest by police and the laying of criminal charges and / or revocation of subscription package, parking privileges or ‘other advantages.