From a team member

I am saddened that a theatre that can describe itself as being 'about talent, about potential, about self respect' could treat its Front of House Staff in the way that I have experienced recently. That it could be guilty of treating the lowest paid, most vulnerable members of staff, who in no small way contribute to the day to day (and evening to evening) running of the theatre, with such a lack of respect and apparent contempt.

We have of late been briefed more than once on the expectations put upon front of house staff before, during, and after a performance. Not forgetting that the primary role of the usher is to welcome the public, to ensure the safety and wellbeing of all visitors to the theatre, we have been briefed that - under almost no circumstances - should the audience notice our presence during the course of a performance. We have in the past been encouraged to approach anyone using their phone, taking photos, talking during a performance and ask them to stop - if this is causing a disturbance to those around them. We also wear bright red t-shirts.

Many people in the ushering team are creatives themselves, and have their own theatre projects outside of the shifts outside of the Young Vic. We all appreciate the importance of an audience being able to enjoy the wonderful theatre that the Young Vic puts on in an appropriate environment, conducive to immersing themselves in the atmosphere and reflecting on the works and ideas presented to them.

One usher made a mistake during her shift. Let's not downplay this: it was a big mistake. It was a mistake I would hope not to make, if I am brutally honest. Whether or not her mistake was in any way brought on by the attitude of her managers and the Senior Management Team in recent months, and whether or not this may affect her attitude to her own job, is not something I know.
I do know, however, that she was fired by email, with no discussion with her line manager, and no opportunity to offer her side of the story. I do not doubt that some actions may warrant immediate dismissal, but I have never heard of this happening without informing the staff member concerned in an adult and appropriate manner.

We should also note that the term 'fired' here may not be entirely correct. While the current move from the Young Vic towards contracted staff (albeit on six-week 'seasonal' contracts - I didn't realise the seasons were only one show long, but what do I know?) will certainly offer stability for the new intake, the approach to those who currently do not have such luxury is telling. The usher was told she would not be offered any more shifts. End of story.

How a management team might respond to such an event will vary. One might anticipate that any members of the team who showed a weakness at work that concerned their line manager might be offered a discussion, some training, let's go so far as a disciplinary if you like. A team wide training session? A reassurance that the work of the team is valued, important, and respected, while recognising that the theatre had been let down momentarily by the mistake of one usher? Support from their line manager and open discussion if needed?

Or - send in the heavies. Send in a member of Senior Management team to brief all ushers in groups before their shift, that the Young Vic is an ambitious theatre, that anyone who does not pay 100% attention for the duration of their shift will feel the consequences - there is no room for mistakes here. That this member of staff should never have to apologise again for something that has happened in the Front of House department. A threatening speech, delivered to all staff and making clear that any staff who did not cut the mustard would gradually be phased out.
Is the fact that we are paid £6.63 an hour relevant here? Is it demonstrative of the value placed on the team who welcome your audience each evening, who clear up after the show, who have seen the terms of their contract subtly change in recent times, leaving no room for flexibility.
We are distinct and diverse individuals, offering our time in varied circumstances and often demanding schedules. Our reasons for working at the Young Vic will also vary, but none would say that they do not believe in the inclusive approach to theatre, the community spirit and the ideas of opennnes promoted by the Young Vic. I have grown to realise the importance of contributing in my own small way to an organisation that does so much important work. I do this job alongside another full-time job, and do not expect to come to work in the evening to feel threatened and under-valued when I give my time.