How to Log Guest Welfare Interventions

This guide outlines a simple, effective process for recording guest welfare interventions using the WAVE feature. By accurately documenting positive actions taken to support guests, staff can strengthen compliance, demonstrate proactive care, and enhance overall safety. Following the steps in this guide will streamline reporting, promote consistent standards, and help ensure every guest receives the support they need. Updated by Teresa Fouche on 03/12/2025

Teresa Fouche
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Bettercompliance

Ensure that you have registered for SSO and 2FA. Log in and access **Report Support in the Portals section.**

Navigate to your Report Support Portal and make sure you have access to your preferred location by clicking on the double arrow.

Click "Guest Welfare Interventions" in your Home Page or Menu Bar

Click "Create a new Report" to start a new Guest Welfare Interventions Report.

**Enter your name** in the first section, as you are the user recording the intervention. Please ensure that you enter the correct **date and time** of the intervention directly below your name. The **Location** field typically refers to the specific area within the venue where the intervention occurred, rather than just the venue name itself. Examples: Main Bar Area, Dance Floor, Entrance Lobby, VIP Lounge, Patio, Restroom Corridor, Coat Check. This helps staff understand patterns, identify high-risk areas, and improve monitoring or safety measures.

**Types of Guest Welfare Interventions** When recording a Guest Welfare intervention, choose the category in the drop-down that best reflects the concern observed. Accurate categorisation ensures consistent reporting and helps managers identify patterns and respond appropriately. **Age**\ Use when there are concerns about a guest’s age or vulnerability due to age — for example, guests who appear underage, seem younger than the activity permits, or may be at risk without supervision. **Alone**\ Select when a guest appears vulnerable because they are alone. This may include a young person without an adult, an intoxicated guest separated from their group, or someone disoriented and unable to find friends or transport. **Alcohol**\ Choose when a guest’s alcohol consumption raises safety or well-being concerns, such as visible intoxication, impaired judgement, sickness, or behaviour requiring staff intervention. **Drugs**\ Use when there are concerns about drug use or suspected substance intoxication. This includes visible signs of use, possession of drugs, or behaviour suggesting impairment that may endanger the guest or others. **State of Mind**\ Select when a guest’s emotional or mental state is concerning — for example, distress, confusion, anxiety, or signs they may need additional support or safeguarding. **Possessions**\ Choose when the concern relates to lost or stolen belongings that leave a guest vulnerable (e.g., no phone, no wallet) or when their possessions appear to have been taken. **Presence of Offender**\ Use when a guest may be at risk due to another individual’s behaviour — such as threats, unwanted attention, following, or suspected predatory actions.

**Actions Taken** Record any actions taken to support the guest so managers have a clear picture of how the situation was handled. Common actions include the following and can be selected from the drop-down: **Find Friends**\ Staff help the guest locate their group to ensure they are safely reunited and supported. **Call Guardian**\ Used when contacting a parent, guardian, or responsible adult is necessary for the guest’s safety or well-being. **Safe Place**\ Providing a secure, supervised area where the guest can wait, recover, or receive support. **Water**\ Offering water to help the guest rehydrate or stabilise, particularly in cases of intoxication, distress, or overheating. **First Aid**\ Administering basic first aid or referring the guest to trained first-aid staff when a medical need is identified. **Taxi**\ Arranging safe transport home when the guest is unable to travel independently or needs assistance leaving the premises. **Police**\ Contacting police when there is a safety concern, suspected criminal activity, or when external assistance is required to protect the guest. **Ambulance**\ Call emergency medical services if the guest requires urgent medical attention or shows signs of a serious health issue.

Complete a full report of the Guest Welfare Intervention, the outcome and details of the victim and suspect/s. ### **Why Detail Matters** Detailed Guest Welfare reports give managers a clear picture of what happened and why action was needed. Accurate information helps identify patterns, address risks, and show that staff responded appropriately. Strong record-keeping also supports compliance, protects guests, and demonstrates a consistent duty of care.

Check the boxes if an Incident Report was filed, body cam footage was recorded and/or CCTV footage was recorded. Linking Records: At the bottom of the screen, you can link an existing incident report or refusal/ejection by searching for the relevant report in the provided fields. In this example, the incident report is timestamped and corresponds directly to the welfare intervention.

By clicking “View,” you can see the full attached incident report, which is also stored in your portal under the Incident Reports section. The Same applies to refusals and ejections. Be sure to **SAVE** the report to ensure all information is properly recorded.

Once the report is saved the stored information will appear in the Guest Welfare Interventions section. **Using the ☰ Hamburger Menu**\ Clicking the Hamburger menu gives you several options to manage your report: - **Edit:** Allows you to add more attachments or update details in your report. - **Details:** Displays a full overview of the report, including all logged information and attachments. - **Print:** Creates a print or save option on your device, useful for physical records or offline review. - **Delete:** Removes the report and all its content from the system. Use this option with caution, as deleted reports cannot be recovered. These options help you keep your reports accurate, up-to-date, and accessible for future reference or audits.