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Volunteer Usher Handbook

North Central Ballet
Volunteer Usher Handbook

For The Nutcracker 2025 at IM Terrell Performing Arts Center

Welcome Letter

Dear Volunteer Usher,

Thank you for giving your time to North Central Ballet. As an usher, you play a vital role in making sure our performances run smoothly. You are often the first person our patrons meet, and your attitude, appearance, and service create their first impression of us. We couldn’t do this without you.

In this handbook, you’ll find information on:
– Volunteer qualifications and requirements
– Job descriptions and duties
– Policies, procedures, and safety guidelines
– Appropriate attire and performance day schedules

Thank you again for your service. You help us create a warm and memorable experience for every guest.

Sincerely,
Les Jordan
Artistic Director

Quick Reference

– Volunteer Call Time: 1 hour before showtime
– Pre-Show Usher Meeting: held at call time (mandatory)
– Dress Code: Black & white attire, closed-toe shoes
– Contact: Lead Usher (name/phone will be provided each performance)
– Key Reminders:
• Smile and greet patrons warmly
• Know your assigned station
• Never guess answers — ask the Lead Usher
• Never touch patrons except to offer an arm (with permission) or in emergencies

Volunteer Qualifications

– Must be at least 18 years old
– Able to walk up and down stairs and/or stand for 1+ hours
– Courteous, friendly, and willing to interact with patrons and staff
– Well groomed and professionally presented
– Calm under pressure and able to follow directions
– Comfortable working with a diverse audience

While most volunteers serve as ushers, you may occasionally be asked to help with concessions, lobby greeting, or other tasks.

Responsibilities of All Ushers

– Arrive 1 hour before showtime and attend the pre-show meeting.
– Be welcoming and approachable: smile, greet patrons, thank them when they leave.
– Learn the layout of the venue: restrooms, concessions, exits, first aid, box office.
– Assist patrons politely, especially those with special needs.
– Direct ticket issues, will-call pickups, or seating conflicts to the Box Office or Lead Usher.
– Monitor the audience during the performance:
• No photography or video
• No food or drinks (except bottled water) in the theater
– Report any difficult situations, complaints, or suspicious activity to the Lead Usher.
– Never guess answers — if you don’t know, find the right person.

Job Descriptions

Lobby Ushers

– Greet patrons entering the building
– Answer questions, give directions to seats, restrooms, concessions, etc.
– Remind patrons that food/drinks (other than water) are not allowed in the theater
– Store strollers, walkers, or wheelchairs safely in the lobby until needed

Door/House Ushers

– Stand at assigned doors once the lobby opens
– Collect tickets, tear stubs, and place in baskets
– Escort patrons to their reserved seats as needed
– Remain at doors during performance to assist latecomers
– Manage doors quietly during the show, re-seat patrons during intermission

Special Needs Escort Usher

– Escort patrons with wheelchairs or walkers to their seats before the general audience enters
– Introduce yourself and offer information (intermission length, show duration)
– Secure walkers/wheelchairs in the lobby until needed again
– Do not physically transfer patrons — only assist with permission

Attire

Women

– Black slacks or skirt with black stockings (no jeans)
– White blouse, dress shirt, or sweater (no T-shirts/sweatshirts)
– Black closed-toe, low-heeled shoes (comfortable for standing/walking)
– Black sweater/jacket if needed

Men

– Dark dress slacks (no jeans)
– White dress shirt (tie optional, dark preferred)
– Dark closed-toe shoes
– Dark jacket if desired

*Note: No open-toed shoes unless medically required (with authorization). If so, dark socks must be worn.*

Performance Day Schedule

– Box Office Opens: 1 hour before showtime (Sat 7:30 pm, Sun 2:00 pm)
– Volunteer Call Time: 1 hour before showtime
– Pre-Show Usher Meeting: mandatory, held at call time
• Station assignments distributed
• Event details shared (running time, intermission, concessions, merchandise sales, photography rules, special guests, etc.)

During the Show:
– Remain at assigned posts
– Monitor patrons discreetly for assistance, policy enforcement, or emergencies
– Use flashlights for late seating or patron exits — keep beam pointed down

After the Show:
– Open doors promptly when house lights come on
– Remain at doors until all patrons exit
– Thank guests and wish them well as they leave

Safety & Courtesy Reminders

– Never touch patrons except to offer an arm (with permission) or in emergencies
– Always remind patrons to watch their step when entering/exiting aisles
– Store strollers, walkers, or wheelchairs safely in the lobby — return at intermission or end of show
– Report lost-and-found items to Lead Usher/House Manager with location noted
– Stay calm in disputes — direct issues to Lead Usher or House Manager