MAKING A FAMILIARISATION HAPPEN

Complete guide for coordinating a familiarisation

This is a guide only, and RTOs should regard this as such. Local conditions and policies will vary so adaptation to local needs may be necessary.

CONTENTS

ACTIVITY CHECKLIST

TNZ FAMIL PARTICIPATION INFORMATION...... 3

FAMIL HOST CHECKLIST 4

GREAT HOSTING POLICY...... 5

GREAT HOSTING – FAQ’S...... 10

MANAGING A BIG FAMIL GROUP 14

GUEST ETIQUETTE WHILE IN NEW ZEALAND 15

FAMIL GUEST PARTICIPATION FORM 17

PARTICIPANT LIABILITY FORM 20

HEALTH & SAFETY RISK ASSESSMENT 22

ACCIDENT/INJURY REGISTER FORM...... 25

INCIDENT REPORT...... 26

RISK ASSESSMENT MATRIX...... 28

CHECKLIST
Where possible obtain the following information from guest
PRIOR TO FAMIL
  • Information on preferred activity and attraction inclusions
  • Dietary requirements
  • Any participant health issues
  • Cultural considerations
  • Accommodation requirements and styles.
  • If a self-drive famil the RTO guest must hold a driver’s licence
that is valid in NZ. If self-drive famil, the RTO host must provide
a ‘driving in NZ’ briefing to all drivers prior to setting out on the
road.
DURING FAMIL
  • Host to phone a day ahead to confirm participant numbers and itinerary timing. This is particularly important for weather-dependent activities.
  • Any major variations in the itinerary should be advised to RTO Coordinator.
  • Do not make changes on participant request. Operators will be expecting to meet the group and often set their schedule around this.
  • If for any reason a situation arises and becomes out of control of the RTO Host, should contact the RTO CEO or senior management
  • If group is behind schedule, please call operators and reschedule arrival time. Do not cancel activities unless in extreme circumstances.
  • Self drive famil guides should assign sober drivers (driver drinks no alcohol) if wine and beer tasting is in the itinerary.
  • If on a self-drive famil, advise drivers to fill rental cars with petrol before returning them. Rental car companies charge significantly more to fill vehicles.
/ RTO coordinator

1

FAMIL INFORMATION FOR PARTICIPANTS

DRINKING AND DRIVING

New Zealand has strict drink driving laws.We recommend that youdesignate asoberdriveforeach vehicle if your group istravellingafter drinking.

SMOKING

Smoking at airports is not allowed in terminal buildings. Most hotels no longer offer smoking rooms. Smoking inside public restaurants and bars has been prohibited.

HEALTH AND SAFETY

New Zealand is generally a very safe place in which to travel. However, you should take the same precautions here as you would at home to protect your valuables and keep yourself safe.

  • Take copies of your important documents (like your passport and credit cards), and keep them separate from the originals. You should also keep a record of the description and serial number of valuable items (like digital cameras).
  • Always lock your accommodation and vehicle and keep windows secure when you're not around.
  • Don’t carry large amounts of cash or expensive jewellery.
  • If withdrawing money from a machine, withdraw small amounts only - preferably during the day and shield your pin.
  • When out at night, keep to well-lit places where other people are present. Don’t take short cuts through parks or alleyways. Travel with someone you know.
  • Store valuables securely, ideally in a safe at your accommodation. Never leave valuables or important documents in parked vehicles.
  • Never leave bags, backpacks, wallets or cameras unattended in any public place, especially airports, ferry terminals or bus/railway stations.

EMERGENCY INFORMATION

In the unlikely event of an emergency, your RTO host will be able to advise you.

The emergency telephone number in New Zealand is 111. It is a free phone call. If you have an emergency and need a quick response from the Police, the Fire Service, Ambulance or Search and Rescue, dial 111.

1

FAMIL HOST CHECKLIST

RTO Famil Host Checklist

ITEM / COMPLETED
PRE DEPARTURE
Health and Safety Risk Assessment Completed and peer reviewed before departure
All signed Liability Forms received (where required)
If self-drive; willing drivers confirmed who hold an IDP, English language licence or official translation into English.
NZ$ cash advance size calculated & received (if required).
Any participant’s health or special dietary issues noted. Trade Coordinator advised.
Participants reminded of clothing requirements for season of famil.
Confirm any pre departure Airport meeting point & time.
Famil Evaluation forms finalised
Suggest itineraries bought electronically on laptops or as plain text documents
DURING FAMIL
Drivers briefed on NZ driving conditions and rules on vehicle pick up.
Check rental vehicles for damage on pick up and ensure this noted.
Ringing ahead during famil to confirm the next day’s arrangements. (Each day).
Assign non drinking drivers if self-drive after wine-tasting or meals.
Self-drive vehicles refilled before drop off and checked for damage.
Famil Evaluation forms collected at end of famil

GREAT HOSTING POLICY

Purpose

  1. RTOs host guests with the purpose of providing them with a memorable experience so they can learn more about the country as a visitor destination and share their experience with respective stakeholders/audiences.
  2. These events are referred to as familiarisation trips or ‘famils’.
  3. This policy applies to RTO employees who host guests on famils and in other capacities. The policy should also be provided to hosts that are not RTO employees to assist with their hosting approach and responsibilities when they are hosting on behalf of RTOs.

Definition

  1. Within the Health and Safety in Employment Act 2016 (HSE Act), RTOs have a responsibility to ensure they provides a safe working environment for their guests and that all staff are aware of their responsibilities as PCBU’s and are kept safe.
  2. This is done by: assessing and managing risk; educating guests on keeping themselves safe and ensuring staff have the skills they need to act as good hosts.

Hosting Principles and Guidelines

  1. The following outlines the responsibilities of RTO staff in their role as ‘host’.
  2. A host must ensure the safety of their guests by considering a number of different factors before, during and after the famil.

Stage one: Planning a famil

  1. Planning is critical to the delivery of a fantastic experience. Many issues can be avoided by taking time to plan.
  2. All guests must provide any personal information that could impact on the itinerary or on the host’s ability to manage a guest’s safety and wellness such as;
  3. health concerns
  4. fears and phobias
  5. dietary requirements
  6. accessibility or mobility constraints or barriers
  7. emergency contact details. The details of someone to contact in the case of an emergency and when the attending guest is unable to make contact themselves. This is most likely their manager (who has a duty of care for them in attending a famil)
  8. This information should form part of a ‘participation form’ that is part of the famil management documentation. The document should be kept on file and given to the host so they can manage any concerns.
  9. The itinerary should be developed to ensure that it:
  10. meets the objectives of the visit to New Zealand;
  11. adheres to RTO policies, as agreed by the RTO Board of Management, and
  12. meets best practice standards
  13. Safe Driving and Motor Vehicle Policy: All famils must adhere to this policy, key aspects are.
  14. RTO employees who are hosting a famil and are driving must have undertaken the Safe Driving Programme, if they have not then they are not allowed to drive a vehicle for this purpose.
  15. The host must have a current, valid driving licence for the relevant class of vehicle being driven. International staff must have an English translated version.
  16. A driver must never drive when tired. When planning an itinerary, the issue of fatigue must be considered. This includes not allowing drivers to drive within eight hours after landing after a long haul flight (a flight longer than six hours).
  17. At a minimum, a 10 minute break must be taken for every two hours of driving to maintain driver alertness; and no more than eight hours of driving should be undertaken in a day.
  18. First Aid:It is best practice for hosts to have a first aid kit on them at all times, rather than just in their luggage or vehicle. Hosts should plan to carry a kit in their bag or day pack. Having a first aid kit doesn’t mean that the host is the best person to assist in all instances but ensures that basic medical resources are available if required.
  19. Accommodation: Hosts and guests must stay in accommodation with lockable doors and windows.
  20. It is best practice to use Qualmark certified accommodation as they meet a minimum standard for customer quality.
  21. Best practice is for everyone to stay in accommodation that has either a 24 hour reception desk, or the ability to contact the owner in an emergency.
  22. Activities: All activities included in an itinerary must meet their respective industry legislative standards eg: Civil Aviation Authority regulations; Maritime New Zealand regulations; Worksafe New Zealand regulations etc. These can be checked using industry websites as evidence of meeting legal minimal standards for safety e.g.
  1. Risk assessment: A risk assessment of the itinerary must be completed prior to the familiarisation trip beginning to identify any risks or hazards. Once identified, risks must be eliminated or controls put in place to manage them. Evidence of the control must be identified as part of this process. This risk management process must be documented and provided to the host so that they are aware of the identified risks and identified control measures.
  2. The risk assessment needs to be signed and dated by the person who developed it.
  3. It is best practice to get a peer review of the risk assessment, and for the peer reviewer to sign and date the documents.
  4. The risk assessment must be scanned and saved for future reference.
  5. Hosts: It is best practice for RTOs to ensure that employees who host have the skills and knowledge to host a familiarisation. Externally hired hosts should be assessed for their experience and capability as part of the selection process. To ensure the safety and wellbeing of guests, in preparing to host a famil a host must be:
  6. Briefed in full on the details of the itinerary;
  7. have provided a copy of the itinerary and all other relevant information to all guests;
  8. familiar with the risk assessment so that they are aware of the risks that they are responsible for managing;
  9. familiar with the guest details, so that they know any information that may impact on their ability to have a fantastic experience, and
  10. familiar with the emergency reporting procedure and have key contacts loaded in their mobile phone i.e. RTO senior management

Stage two: Hosting the famil

  1. Hosts: The host is the key point of contact for both the participant and the operator. The host must understand the following when hosting a famil:
  2. Hosts should establish and maintain an environment where guests feel supported and they must create a safe famil environment (this includes physical safety and emotional wellbeing);
  3. guests should be provided itineraries that include location information and contact details of emergency services;
  4. hosts should have access to a first aid kit and carry it with them at all times;
  5. hosts must have a charged mobile phone;
  6. hosts must be aware to call 111 for emergency services should they identify the need for emergency services support at any time;
  7. hosts should hold a list of the rooms that guests are assigned to in so guests can be easily found;
  8. hosts should call ahead to operators and accommodation providers to confirm bookings, attendance and time of arrival;
  9. hosts must take all practical steps to manage their own safety eg, if walking at night, walk in groups and keep to well-lit areas, and
  10. if there is a time where a host feels unsafe, they must remove themselves from the situation and then contact someone from RTO for assistance.
  11. Safe Driving and Motor Vehicle Policy: All famils must adhere to this policy.
  12. Alcohol may not be consumed within ten hours of driving for RTO business purposes.
  13. Drivers must decide if they are fit to drive each day and consider whether fatigue or any prescribed or over the counter medications they are taking will impact on their driving ability.
  14. The driver is responsible for ensuring that they and all passengers are properly seated and wearing a correctly fitted and adjusted seatbelt for the duration of all journeys.
  15. Alcohol: The best practice approach to managing alcohol is to ensure that access to it is restricted. The expectations around alcohol should be made clear to guests prior to them starting drinking. The host should advise the wait staff of their expectations regarding alcohol consumption and payment.
  16. The RTO host is the only person who can order alcohol that the RTO is paying for.
  17. No spirits should be provided, though some cultures may prefer spirits to wine and beer. Should this be the case then two drinks can be provided during dinner as opposed to beer or wine.
  18. Any additional drinks ordered following dinner will be at the guests own expense.
  19. It is best practice to ensure that wine is pre-ordered for dinner. There are five glasses of wine in a 750ml bottle so allow for no more than two or three glasses of wine or beer per person over dinner.
  20. Managing and reporting an accident/incident or in an emergency: In the event of an emergency such as an accident, fire or if a crime is committed the host must take the following steps:
  21. Hosts must call 111 for police, fire or ambulance.
  22. Hosts should then immediately call a member of the RTO Leadership Team.
  1. If medical attention is required, the person should be attended to by a qualified first aider and medical assistance sought. This may be a doctor if a non-serious harm injury or emergency services for a serious harm injury.
  2. Hosts must accompany a participant if they require medical treatment.
  3. Guests will be covered by New Zealand’s Accident Compensation Corporation (ACC) laws and will be able to claim back expenses. As such, guests are expected to pay for their own medical treatment. If a guest is unable to pay because they do not have their wallet with them then the host should meet the costs using RTO authorised credit card
  4. The host must complete an accident/incident report form as soon as possible and within five working days.

Post Famil – learning from events

  1. Complete the Accident and Incident Form and provide it to a member of the RTO leadership team as soon as possible. They will then register the accident or incident and commence a review if it is required. These are required within five days of the accident or incident.
  2. Monitor, review and evaluate famil sessions on wellness and safety procedures. Any improvements are to be added to this guideline and/or respective policies.

Standards

  1. When an accident occurs which results in injury an investigation is undertaken to assess how we can prevent the accident and harm occurring in the future. As a result of this process standards have been established which must be adhered too, they are:
  2. Ski famil participants are required to wear a helmet;
  3. Ski famil participants are required to stipulate their level of ski capability as part of the ‘individual information’ collected in planning the famil to determine if the participant is a beginner, intermediate or advanced skier;
  4. Ski famil participants are required to undertake an assessment of their capability by an instructor or guide on arrival at the ski field to assess their capability and ensure that suitable ski trails are identified for their use;
  5. Ski famil participants must be advised to have an early night prior to skiing to reduce the issue of fatigue;
  6. Ski famils must be attended by an experienced RTO ski host;
  7. Ski famils must not be self-drive famils in order to reduce the concern of fatigue; and
  8. In hosting a ski famil there must be no more than of 10 participants to one host.

Great Hosting - Frequently Asked Questions

This operator doesn't look safe what do I do? Should I say something?
Yes. Approach the operator (privately) and advise them of your concern. Point out your observation and ask them what measures can be taken to address the situation. If you are still not comfortable, please put safety and wellbeing first and excuse your guests from the activity. Please do this respectfully for all parties.
The person driving is not operating safely, I am concerned, what do I do?
Remove the driver and identify a suitable, licenced driver for the vehicle. You can get assistance from the RTO leadership team.