Manual
© Pacific Science Center -- SIP Manual (updated 8.22.13)
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Table of Contents
Section One: The Basics ...................................................................................3
Pacific Science Center ................................................................................................................ 3
Science Interpretation Program................................................................................................... 4
Section Two: Operations, Policies and Procedures ........................................8
Daily Operations ......................................................................................................................... 8
Communication ......................................................................................................................... 11
Weekly Schedules ..................................................................................................................... 12
Walkie-Talkies .......................................................................................................................... 14
Closing Buildings...................................................................................................................... 17
Emergency & Security .............................................................................................................. 18
Section Three: Training & Resources............................................................. 19
Shadowing................................................................................................................................. 19
Workshop Program ................................................................................................................... 19
Section Four: Interpretive Programs ............................................................ 21
Section Five: Considerations for Paid Staff.................................................. 25
Recording Hours and Compensation ........................................................................................ 25
Performance & Evaluation ........................................................................................................ 25
© Pacific Science Center -- SIP Manual (updated 8.22.13)
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Section One: The Basics
Pacific Science Center
Pacific Science Center inspires a lifelong interest in science, mathematics and technology by
engaging diverse communities through interactive and innovative exhibits and programs.
Our core values are: Trust, Respect, Integrity, Excellence and Service.
Our Guiding Principles:
Value and honor all who participate.
Encourage innovation, engagement and
collaboration.
Provide a safe, welcoming and
accessible environment.
Provide stewardship of all resources.
Maintain fiscal and organizational
integrity.
Function with a Northwest perspective.
Acknowledge and embrace diversity.
Champion science literacy.
Pacific Science Center History
Pacific Science Center began life as the United States Science Pavilion during the Seattle World’s Fair of
1962. Following the fair, the nonprofit Pacific Science Center Foundation was formed, with the operation of
the Science Center as its sole function. The foundation is governed by a board of trustees composed of
scientists, educators, and business and civic leaders from throughout the northwestern United States. A
science council composed of distinguished scientists from the Pacific Northwest region advises the board
and the staff of PSC on matters of science content and policy.
From 1962 until 1974 Pacific Science Center Foundation leased the Science Center complex for $1.00 per
year from the City of Seattle, which in turn leased it from the United States government. In 1974 ownership
of the land, buildings, and some of the interior furnishings and the exhibits was transferred to PSC
Foundation on a thirty-year mortgage. Mortgage payments are waived each year that Pacific Science
Center operates as an education institution.
Pacific Science Center is supported by admission receipts, membership fees, business contribution, public
and private donations, gift shop and café receipts, and school support from various school districts and the
State of Washington.
Pacific Science Center’s Position on Science
Pacific Science Center is committed to advancing the public’s understanding of science and contributing to
the development of a scientifically literate society. Science is a human endeavor that uses observation and
experimentation to develop explanations of the natural world. Scientific knowledge and theories are
grounded in and compatible with the best evidence of the time, are internally consistent, are able to predict
the outcome of new experiments and demonstrate effectively the explanations of a wide variety of
phenomena. Science is based on years of scientific experimentation and observation of the results which
are critically reviewed by the scientific community. Pacific Science Center uses data and information based
on such rigorous scientific evidence in its exhibits, demonstrations and science curricula.
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This statement of position is consistent with a similar policy adopted by the Association of Science and
Technology Centers (ASTC) September 1, 2005. ASTC is an organization of science centers and
museums dedicated to furthering the public’s understanding of science among increasingly diverse
audiences.
Science Interpretation Program
Science Interpretation Program Mission and Vision
The Science Interpretation Program enhances the Pacific Science Center guest experience by
facilitating scientific exploration and discovery through personal, inspiring interactions. As a
central part of Pacific Science Center’s team, staff and volunteers interpret science concepts,
provide excellent customer service and ensure smooth daily operations.
Interactions with staff and volunteers on the exhibit floor contribute to an excellent Pacific Science Center
guest experience by:
•
Providing personal, interactive, inclusive and fun one-on-one interactions that engage guests of
diverse backgrounds.
• Inspiring guests to take an interest in, appreciate and/or gain a further understanding of science, math
& technology.
• Ensuring guests are welcomed into our facility and treated to consistently excellent, compassionate,
generous and efficient customer service.
• Contributing to well planned, efficient, not-intrusive and responsive daily operations.
The Science Interpretation Program ensures a supportive employee experience which empowers
employees to represent Pacific Science Center’s public face by:
•
•
•
Creating opportunities for, encouraging and celebrating employee personal and professional growth.
Maintaining an inspiring, fun, engaging and respectful culture that is socially and physically safe.
Engaging a diverse base of employees as members and collaborators in departmental and
institutional teams.
• Providing excellent professional development and appropriate resources to all employees.
• Ensuring a fair work environment that is mutually respectful between supervisors and staff and utilizes
open communication.
The Science Interpretation Program operates as a central part of the larger Pacific Science Center team by:
•
Delivering a strong, visible presence internally and externally that promotes Pacific Science Center’s
mission and sets a high standard for guest interactions.
• Operating with an awareness of the greater needs and direction of the institution and managing
resources responsibly.
• Maintaining a standard of excellent communication.
• Acting as an institutional resource for general operations, a career ladder base, science literacy and
professional development.
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Essential Elements of SIP
keep an eye on our mission
maintain a high quality of work standard
stay current
be flexible and go with the flow
work with integrity
be a positive culture influencer
act with professional maturity
be a creative problem solver
support your team members
be excited
model appropriateness, always walk the talk
geek out about what you love
use good communication
follow directions
deal with mole hills before they become mountains
be patient
set up others to succeed
invite feedback and let it inform change
take initiative to self-direct
don’t be afraid to admit you don’t know
offer to interact
share knowledge and skills
have fun
recognize and celebrate success
be generous with your time, attention and leadership
take pride in what you do
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Science Interpretation Program Institutional Position
The Science Interpretation Program (SIP) is under the Science and Education Division at PSC. Our
department within the division includes Discovery Corps, the SIP, stage shows, demonstrations, and
planetarium shows. You will be working directly within the SIP, and closely with the people in the positions
listed below:
Discovery Corps and Science Interpretation Programs Manager (Zeta Strickland): This is the manager
that heads the department and directly supervises all Discovery Corps and SIP leadership staff.
Science Interpretation Programs Supervisor: Oversees the logistics for SIP daily operations and
supervises paid staff and adult volunteers.
Discovery Corps Supervisors (Josh Kemper, Portia Riedel): Oversee youth development program,
Discovery Corps.
Planetarium Supervisor (Alice Enevoldsen): Oversees operations of the Willard Smith Planetarium and
trains planetarians to deliver interactive planetarium shows.
Presentations Supervisor (Holly Csiga): Oversees operations of the Live Science Stage and trains stage
presenters to deliver engaging live science presentations.
Discovery Cart Coordinator (Joy DeLyria): Oversees and runs the Discovery Cart program with
emphasis on streamlining the current systems and developing new carts related to the new Wellness
Exhibit.
Interpretive Operations Leads (Several): Every day, two Interpretive Operations Leads head daily
operations by writing a daily schedule and being the main contacts to assist Science Interpreters and
volunteers when they are working out on the floor. These positions are often called “Ops Leads.”
Science Interpreter Positions (Numerous SIP and Discovery Corps paid and unpaid positions): Science
Interpreters are at the heart of the Science Interpretation Program, and all leadership staff exist to support
them. These individuals staff all exhibit positions, deliver interpretive programming including Discovery
Carts, planetarium shows and stage presentations, and assist in operational functions.
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The following chart illustrates duty alignment of all interpretive positions within the SIP, and shows
our department’s career ladder within and between programs.
Distinguishing
Job
Components
Science Interpreters
(Paid)
Specialized
Live Show
Presenter
Teachers: Deliver live
science presentations and
planetarium shows.
Present Live
Shows
Science Interpreter 3: Fill
all functions of Science
Interpreter 2s. Deliver live
science presentations or
planetarium shows.
Train Peers
Do Discovery
Carts
Do Core
Positions
Science Interpreter
Volunteers
Discovery Corps
Science Interpreter 2: Fill
all functions of regular
Science Interpreters. Train
new hires and new
volunteers on exhibit
positions through the
shadowing system.
Volunteer Senior
Interpreter 2: Fill all
functions of Volunteer
Senior Interpreter. Train
new hires and new
volunteers on exhibit
positions through the
shadowing system.
Discovery Corps Senior
Interpreter 2 (Paid and
Unpaid): Fill all functions of
Discovery Corps Senior
Interpreters. Train new
hires and new volunteers
on exhibit positions through
the shadowing system.
Science Interpreter: Staff
all exhibit positions, deliver
interpretive programming
including Discovery Carts
and assist in other
operational functions.
Volunteer Senior
Interpreter: Fill all functions
of Volunteer Interpreter and
present Discovery Carts.
Discovery Corps Senior
Interpreter (Paid and
Unpaid): Fill all functions of
Discovery Corps
Interpreters and present
Discovery Carts.
Volunteer Interpreter:
Work alongside Science
Interpreters on the exhibit
floor staffing positions,
delivering interpretive
programs and assisting in
operations.
Discovery Corps
Interpreter (Paid and
Unpaid): Work alongside
Science Interpreters on the
exhibit floor staffing
positions, delivering
interpretive programs and
assisting in operations.
Do Welcome
Positions
© Pacific Science Center -- SIP Manual (updated 8.22.13)
Discovery Corps
Assistant (Paid and
Unpaid): Assist Science
Interpreters on the exhibit
floor staffing welcome
positions, delivering basic
interpretive programs and
helping with operational
functions.
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Section Two: Operations, Policies and
Procedures
Daily Operations
Reporting to Work
When you arrive at work, check in right away at the SIP office. You must write your name and arrival time
on the sign in sheet and communicate any schedule preferences for the day to an Ops Lead. You must
arrive by the times listed below. You may arrive earlier if you wish, but you will not be paid until the
specified times.
Generally, Interpreters will be scheduled for the following shifts:
• Full day: 9:30am until 5:00 or 6:00pm, depending on the day of week and season.
• Morning: 9:30am until 2:00pm
• Afternoon: 1:30pm until 5:00 or 6:00pm, depending on the day of week and season.
Interpreters may also be scheduled to work evening private events or attend training workshops. If this is
the case, your supervisor will ask for your availability ahead of time.
Attendance Policy
Pacific Science Center is a service organization and to meet our mission to the public we rely on
employees being at work and on time for scheduled shifts. Maintaining a record of good attendance is an
expectation of continued employment and an essential function of our jobs. Please refer to the latest PSC
attendance policy for details on how absences and tardiness are counted for the purposes of meeting our
attendance standard.
If you are late due to unforeseen circumstances (traffic, emergency) you must call the Interpretive
Operations Lead at 206-443-2872. Cell phone numbers for leadership staff should be reserved for use in
emergencies only.
Parking and Transportation
Pacific Science Center does not provide parking for part-time employees. However, there are many nearby
lots that offer early bird specials, ask around for more information and current rates. PSC does encourage
employees to ride the bus through the Commute Trip Reduction program by subsidizing bus passes (more
information is available in the PSC New Hire Orientation or in the HR office).
Volunteers should talk to the Volunteer Program Supervisor to learn about parking passes, bus tickets, and
monorail tickets. Discovery Corps members should talk to a Discovery Corps supervisor or coordinator
about their transportation options.
Dress Code/Uniform
PSC endeavors to create an environment that is comfortable for and welcoming to all people. Employees’
appearance should contribute to a feeling that PSC is a safe and fun place to spend time. In addition to
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following the PSC Dress Code as outlined by Human Resources (see PSC Employee Handbook), staff and
volunteers in the Science Interpretation program have a few additional appearance obligations.
When working on the exhibit floor, Interpreters should visibly wear a PSC top (vest or polo). These will be
provided by PSC, but it is the employee’s responsibility to keep tops clean and in good repair. If the shirt is
damaged through work, PSC will replace it. If it is damaged in any other way, then the employee must pay
for a replacement. Employees should not wear uniforms outside of work.
In addition, Interpreters are required to wear close-toed shoes to protect their feet from job hazards.
The SIP Manager and Supervisor have the right to send you home for being inappropriately dressed. This
inconveniences you, Ops Leads and everyone who has to fill your shift. When in doubt ask before wearing
a certain item or bring a change of clothing.
Daily Logistics
• You will be stationed at various positions throughout the day. These might include positions at
exhibits such as Butterfly Entrance, Butterfly Exit, Tide Pool, Just for Tots, and High Rail Bike,
interpretive positions like Make It & Take Its, Discovery Carts, and Insects, and operational positions
like school greeting.
•
Use your daily schedule to figure out where you are supposed to be at different times. You will
receive a new one each day from the Ops Lead. Find out which number you’ve been assigned by
looking for your name at the bottom. Rows in the schedule grid represent different time blocks
throughout the day while columns show which position you are assigned to.
•
Ops Leads are your main contacts for all your daily needs. This includes questions about breaks,
the daily schedule, late relief, or needing to go home early. All special requests for the day should go
to the Ops Lead as soon as you check in so that requests can be planned for.
•
You will generally need to wait to be relieved by another staff member or volunteer before
moving on to your next position. Learn which positions it is OK to leave with or without relief by
looking in this manual or talking to an Interpretive Operations Lead.
•
Leave your breaks five minutes early to go to your assigned position. This ensures positions get
relieved on time and that others get their whole breaks.
•
If your relief is late by five minutes, call an Ops Lead on the walkie-talkie. You may be stuck in a
“loop,” which means that the person relieving you is waiting to be relieved by you; neither of you will
ever get relieved until an Ops Lead steps in! You may also simply be at the end of a long chain of
people relieving position after position until it gets to you. It’s best to call and find out.
•
In the animal areas, Life Sciences is responsible for all animal related policies. If they inform you
that they would like you to do something a certain way, please adjust your animal handling
appropriately. If you believe that their request comes in conflict with another policy, please bring this
up with the Interpretive Operations Leads, SIP Supervisor, or SIP Manager.
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•
When moving from one position to the next, take the most direct route possible. If the buildings
are crowded, use the outside areas to avoid getting caught in the crowds. Do not use this time to use
the bathroom; this should be taken care of on your breaks.
Policies
• There is no reading or eating at any position. Water is the only thing that is allowed at your
positions and must be in a container that has a lid.
•
Avoid “clumping.” When two or more employees or volunteers are engaged in conversation with
each other to the neglect of the guests this is called “clumping.” Even if one of the persons involved is
not on-duty, it is not acceptable to talk with your co-workers when guests are around; it creates the
appearance that the guest needs to wait for you, when you should be waiting on the guest.
•
Friends and family may not hang out with you at a position while you are working. Instead,
invite them to meet you on your break time.
•
If you would like to use any exhibit while on your break, please remove your uniform and
nametag. This is a good idea when attending IMAX® movies, Laser shows and Planetarium shows.
•
Cell phones should not be used while on-duty. If you are on a break and need to make a call,
either use the staff lounge or take off your uniform and nametag and step outside. Please bring a
watch to check the time or use clocks in the buildings instead of using cell phones.
Staff Breaks & Lunch
Throughout the day you will be scheduled for several breaks, but the exact times for these will vary from
day to day. Record your hours accurately on your timesheet or by punching in and out. Volunteers do not
need to subtract off breaks when logging hours.
One type of break you may encounter is called Rove and Report. This is designed as a way for you to get
a full 10 minute break on a schedule that rotates every 30 minutes. The idea is that you should rove for the
first 15 minutes of a time slot, then go to the SIP Office to record/report what you did during that time. You
then have 10 minutes to take a break before heading to your next position five minutes early. If your relief
is late going into a Rove and Report, you may shorten how long you rove so that you get a full 10 minute
break. It’s best to try to interact with guests during the rove section of Rove and Report since this happens
during open hours.
You may choose to go off-site for your breaks, but the staff lounge is available for you to eat and rest.
There is a microwave, sink, and refrigerator for your use. Please be respectful to all who use the lounge
by keeping conversations PG and keeping things tidy.
Seeing Shows
The SIP encourages all staff to see current Demonstrations and Stage & Planetarium shows. This way,
you can better answer questions for guests and be informed about the programs we offer here at PSC.
You may request to see a particular show by writing your request on a sticky, attaching it to your “war card,”
and talking with the daily Ops Lead. They will schedule time for you to see the show if possible; it is not a
guarantee.
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Communication
Mailboxes/Folders/Binders
All paid SIP staff will be assigned a mailbox. All volunteers will be given a folder in the SIP Office.
Discovery Corps members have binders that are stored in the SIP Office. This is a place for your
supervisors to leave you information, forms and other notices, and for you to leave important daily
documents. This is not a place for storage! Please check your mailbox/folder every time you come in, and
keep it fairly neat and clean so that there is room for new notices.
Newsletter
There is a weekly newsletter for Science Interpreters called “Interpretations.” This newsletter is intended
for internal use only, and will contain relevant information on upcoming exhibits, IMAX shows, or policies.
You are responsible for knowing its content. A copy of the newsletter will be emailed to you once a week
and will be posted in the office.
Phone Numbers
The SIP Manager or Supervisor may also contact you at home via phone or email for important messages.
It is important that you keep your SIP contact sheet updated. A current phone list, complete with the
contact information for your coworkers and supervisors, is posted in the SIP Office. To contact your
leadership team, please refer to the work numbers below:
Interpretive Operations Lead Desk
(206) 443-2872
Main number to call in sick
Jen Tucker
Guest Services Manager
(206) 443-2875 (desk)
Use for inclement weather inquiries
Pacific Science Center
(206) 443-2001 (main line)
Meetings
There are several different meetings that you will be asked to attend regularly:
• Morning Meetings take place on the Building One Live Science Stage daily at 9:05am. They are a
chance for SIP staff to connect with other departments and learn any special logistics for the day.
Attendance is mandatory if you are working that day. Area Time directly follows this meeting.
Meeting minutes will be delivered to afternoon staff and volunteers.
• All Staff Meetings take place monthly, and are open to all paid staff and volunteers at Pacific
Science Center. Attendance is not mandatory for SIP staff or volunteers unless you are scheduled
to work that day.
• All SIP Meetings take place occasionally. They take place usually in the evenings, and are
mandatory for all paid SIP staff and paid Discovery Corps Members. Volunteers will be told if it is
mandatory for them on a case by case basis.
‘Mandatory’ means that we think it is really important for you attend, and we value your presence and
contributions there. We also understand that not everyone can attend all the time, so if you cannot make it
to a mandatory event, you need to tell the SIP Supervisor or Manager before the event that you can’t come
and why.
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Weekly Schedules
Communicating Your Schedule Preferences
You will be asked to fill out a “Regular Weekly Schedule Preference Form” to request which days of the
week and which shifts (AM, Mid, PM, full day) you would like to be regularly scheduled for. You may fill this
form out anytime to change or update your regular schedule, as long as you give at least 2 weeks notice of
major changes. If your changes are effective in less than two weeks, you need to fill out this form AND
discuss your schedule directly with the appropriate person:
SIP Staff, volunteers and Discovery Corps members above the DCA Level should communicate
schedule changes and turn in forms to the SIP Inbox or email [email protected].
Discovery Corps Assistants and Volunteers should communicate schedule changes and turn in forms to
Discovery Corps ([email protected]).
Viewing Your Schedule
Based on your stated preferences, you will be scheduled to work as an Interpreter on a regular weekly
schedule. We will try to give people as regular schedules as possible, but note that it will change week to
week somewhat. The schedule will be posted in the SIP Office two weeks in advance, and updated
weekly. It is your responsibility to review this schedule for accuracy and alert the appropriate person of any
changes or errors in a timely manner.
Requesting Time Off
If you need a day off during a week that hasn’t been posted, fill out a “Time Off Request Form”. This needs
to be approved, and is first come, first served, minimum 2 weeks notice. You may also email this request
to the appropriate person as long as you include all the necessary information.
To request time off with less than two weeks notice, paid staff should find a sub (see below) if possible.
Volunteers should contact an Ops Lead right away, minimum 4 days notice to avoid an attendance point.
Paid Staff Only: If you need a random day off your regular weekly schedule and the schedule has already
been printed, post a sub request on the bulletin board to get your coworkers to work for you! You can be
creative with this sign! Make it colorful and flashy, being sure to note the day and shift (AM, PM, full day, or
evening) you’d like off. Leave a place for people to sign their name on the flyer. If you don’t get a
response, try making a “special request” at the Morning Meeting or even calling fellow Science Interpreters
on the telephone.
Once you’ve found a sub you’ll need to fill out and turn in the “Sub Notification Form” to the Science
Interpretation Programs Supervisor so that the official schedule can be updated. If you’ve decided to trade
shifts with someone, be sure to note that on the form. The form should be turned in to the Science
Interpretation Programs Supervisor. If it’s less than 3 days away, give it directly to an Ops Lead to be sure
it gets processed right away.
You may also email [email protected]. You must CC your sub on that email. This is the equivalent to getting
them to sign the form. If it’s less than 3 days away, still call an Ops Lead directly to be sure it gets
processed right away.
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If you are unable to find a sub and still really need the day off, alert the Science Interpretation Programs
Supervisor as soon as possible, preferably with at least one week’s notice. There are no guarantees, but
all efforts will be made to accommodate you. The Science Interpretation Programs Supervisor may have a
better idea of people you could contact or other strategies to cover your shift.
Events
Often we have special events before opening or after hours. We expect staff and volunteers to regularly
sign up to work events that fit in to their schedule. SIP staff are required to work one event each month on
average. Upcoming event signup sheets are posted on the bulletin board in the SIP Office.
Staff and volunteers are expected to maintain a high quality of work standard for events, just as you do
during daytime hours. All policies and procedures apply, unless specifically told otherwise. Some events
may require a higher standard; for example, wearing jeans is not allowed at most events. Please take care
to follow all special instructions.
When you sign up, please be aware of the following guidelines:
• Staff and volunteers who are still in high school may only work events until 10pm on school nights,
midnight on non-school nights, AND must have a conversation with the SIP or Discovery Corps
Coordinator or Manager explaining how working the event will not interfere with completing
homework or attending class.
• Youth who are 14 and 15 can only work until 7pm during the school year and then 9pm during the
summer.
• Age restrictions for guests at events will also apply to staff. In other words, if an event is 21+ for
guests, you must be over 21 to work the event as well.
• Exceptions to these policies can be made by petitioning the SIP or Discovery Corps Coordinator or
Manager on a case-by-case basis.
We hope these restrictions promote healthy personal and professional growth.
After signing up to work an event, you will receive a confirmation notice with all the details of the event. This
will be your only reminder. PSC’s attendance policy also applies to being late or tardy to an event shift.
Trainings
Every month we will be offering workshops and trainings on a variety of topics. You are highly encouraged
to request to attend. If these occur on a day you are regularly scheduled, we may be able to fit it in to your
schedule. All Science Interpreters are expected to attend one workshop per month. Volunteers are
encouraged but not required to attend. If you have a preference on which trainings to attend, let the
Science Interpretation Programs Supervisor know.
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Walkie-Talkies
Walkie-talkies are one of the main methods of communication used at the Pacific Science Center. They
allow quick response in cases of lost children, medical emergencies, broken exhibits, and other situations
that arise.
Walkie-talkies are normally at all Ticket Booths, Building One Information Desk, Just for Tots or Tide Pool,
High Rail Bike, Butterfly Entrance and Exit, and on School Greeters. The Ops Leads, Guest Services
Coordinators and Supervisors, Exhibits Staff, Custodial Staff, any Special Events Coordinators, and night
Security staff also carry them. If possible, there will also be one at any position created by a traveling
exhibit.
Policies
• The walkie-talkies are at several places on the floor, which means that the public can often hear
anything transmitted. Please be aware of what you are saying. Everyone should always be polite and
professional. Do not use the walkie-talkies for jokes or unnecessary conversations. Try not to describe
anyone in a way that could upset or embarrass him or her if they were to hear it. Be conservative. If
you are unsure whether or not to say something over the airwaves, don’t do it! Invite the person to
meet with you, and tell them your situation when they get there.
• Only one walkie-talkie can be heard at a time at a time. If two people try to communicate at the same
time, either one message will be cut off or both will be garbled. Even if you have something relevant to
add to an ongoing conversation, please do not try to interrupt. Wait until the whole conversation is
completed before responding.
• The walkie-talkies are oftentimes the only way to communicate during an emergency. They are great
help in these situations, but only if the line is kept open. Use the device if you have to, but if there is
anyway else to contact the person use it. If an emergency is in progress and you are not directly
involved, keep the air free. Do not call about non-emergency related issues until the emergency has
been stabilized.
• Walkie-talkie on the floor should be tuned to channel two. Channel two includes people from Exhibits,
Custodial, Facilities, Guest Services, Discovery Corps and SIP. Channel one is used by IMAX® and
Camps. Everyone should switch to channel four during emergencies.
General Procedures
1. Take the appropriately labeled walkie-talkie with you to the position.
2. Confirm that your radio is on, tuned to the correct channel, and the volume is turned up.
3. Figure out whom you need and what you will say before you use the walkie-talkie.
4. Press and hold the button on the side.
5. Wait 2 seconds. If you forget to do this, the first part of your message will be cut off, and this is
normally the part that includes who you are trying to reach.
6. Identify yourself, your location, and ask for whom you are trying to contact.
7. Let go of the button.
8. Wait for a response. You may have to call more than once before hearing back from them. Give
them a minute to respond before trying again as they may have their hands full or be talking to
someone during your call.
9. Once you get a response press button again.
10. Wait 2 seconds.
11. Greet the person who has responded to you and speak your message in as few words as
possible.
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12.
13.
14.
15.
16.
Let go of the button.
Listen for a response.
Continue conversing as needed.
If your message is going to be unusually long or complicated ask them to come to your position.
If the position you close at the end of the day has a walkie-talkie, return it to the SIP Office.
Make sure the walkie-talkie is off and placed in the appropriate charger so the batteries will be
fresh in the morning.
Walkie Talkie Codes
Use the following walkie-talkie codes to keep your conversations discreet and precise:
• Supervisor: This signals to the Ops Lead, and all Guest Services Supervisors and Coordinators that
you have a situation that requires immediate attention. This could be a first aid emergency, an upset
guest that wishes to speak with your boss, theft, vandalism, rowdy behavior, inappropriate behavior,
or any situation that you do not feel comfortable handling alone. By asking for a supervisor and not
just an Ops Lead or GS Coordinator in front of a guest, you signal clearly to the guest that you are
getting someone important.
• Supervisor Page Animal Care: Use this code when a butterfly has escaped from the Tropical
Butterfly House. Always include your location when you use this code, so that the animal care staff
can more easily capture the butterfly. Because butterfly containment is a very important part of our
ability to maintain the butterfly house, we do not want to broadcast containment problems over the
walkie-talkie. Although we do not want to conceal information, we also do not need to advertise
containment issues, especially when our Life Sciences staff is poised to deal with them.
o The Situation Has Been Resolved: Tack this onto the end of your call when a butterfly
escaped but it has been dealt with and the butterfly is safely back in the butterfly house.
This tells Life Sciences to not bring nets, just paper and pencil to record what happened
from you.
• Guest Question: Use this to indicate that you have a guest with a question you can’t answer at your
position to an Ops Lead or especially to Life Sciences. You shouldn’t go into more detail than to say
this, as this code signals that you want someone to come over and talk to the guest. Questions may
be addressed as animal caretaker availability permits.
• Situation: This means you have a situation at your position, especially animal related positions such
as Tide Pool or the Tropical Butterfly House, that you want another staff member to come address.
Life Sciences or an Ops Lead may respond with a question to get more detail but all parties should
aim to keep the chatter on the radio to a minimum.
• Code Niagara: A term used if you need to go use the restroom. Let the Ops Lead know that you have
a Code Niagara. They will, as soon as they possibly can, sit in your place so you may go use the
facilities. You may also use Code Green if you want to be even more discrete.
• Protein Spill: This is the term used for any bodily fluids that are somewhere in PSC. For example, if a
child has wet his/her pants or has thrown up, you would want to call custodial and tell they you have a
“protein spill” at your position. This is important because bodily fluids have to be cleaned with special
cleaner.
• Code Newton: This is most often used at High Rail to indicate someone is stuck. A body at rest
tends to stay at rest unless acted upon by an Ops Lead.
• Item of Value: If a wallet, phone, keys, anything the owner would highly value, call an Ops Lead to
pick up an “item of value” so that they can return it to the office and hold it in safe keeping until the
owner comes to claim it. Please do not describe valuable lost and found items over the air. Someone
could try to fraudulently claim the item based on your description.
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•
Lost Party: Call an Ops Lead when someone approaches you because they can’t find a member of
their party. Also, if a child is not accompanied by an adult, ask the child where his or her mom or dad
is, and if they appear to be alone, call an Ops Lead for a lost party. For security do not announce over
the radio that there is a “lost child” or “a child that is all alone.”
• On Line: Asking if someone is “on line” is just another way of asking if they are near a walkie-talkie or
have one turned on. There are no actual lines involved, just radio waves.
Who to Call
• Guest Services Supervisor
∗ Item of value
∗ Major supervisor calls
∗ Guest needs a wheelchair/stroller
∗ Major first aid
∗ Ticketing, pricing, or kiosks
∗ Photo booths
∗ Penny smashers
∗ General operations
• Ops Lead
∗ You have not been relieved from a floor position
∗ Any thing that deals generally with the floor
∗ Lost party
∗ Item of value
∗ Code Niagra
∗ First Aid
∗ Supervisor calls
• Custodial
∗ Protein spills
∗ Restroom supplies
∗ Stream Table at Tots
• Life Sciences
∗ Animal related issues or questions
∗ Plant issues or questions anywhere on the grounds
∗ Operations of the Tropical Butterfly House or Tide Pool exhibit
• Exhibits
∗ Broken or malfunctioning exhibits
∗ Computers available to the public
• Facilities
∗ Broken elevator
∗ Leaks in restrooms
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Closing Buildings
At 15 and 5 minutes before closing time and at closing time, announcements are made over the loud
speakers to let guests know that they should start gathering up their families and friends and heading to the
exits. This is not enough to get everyone out, so Interpreters and volunteers assist in gently reminding
guests of the time and helping them find the nearest exits. Staff and volunteers are expected to work
together to help tidy up positions. Volunteers don’t need to help clear buildings.
Pre-Closing
There are a few things that can be done before the final announcement that will help guests decide for
themselves to head out.
As the announcements are being made, staff members should begin to let guests around them
know that we are closing.
Close your positions off to new guests early enough to accommodate the guests you already have
and people waiting in line.
Let guests to your position know when you plan to close or cut off a line. Also remind them that all
of PSC will be closing including the restrooms. In buildings where announcements can’t be heard
such as the Tropical Butterfly House or Building 4, do a more thorough alert to guests that PSC will
be closing at 15 and 5 minutes before closing time and at closing time.
Clean your area before you leave! Look for trash, put away items, straighten your area, and
prepare it for the next day.
Do not let people into Building 3 once it is closed. They can exit out the main gate.
Do not let guests into the bathrooms after we close unless you are able to wait to make sure they
exit the building afterwards. If they can wait, send them to the Center House.
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Emergency & Security
General Notes
• If asked where a staff member or volunteer is located, for safety reasons do not tell the guest without
that person’s prior permission even if you know that they are working and they are on the schedule.
Instead, call an Ops Lead. The Ops Lead will make sure the staff member or volunteer wants to see
this guest before uniting them.
• As a security precaution, please be careful and close all doors behind you when you leave, making
sure that they are locked.
Keys
• Paid staff are entrusted with keys and a key card to help you gain access to PSC property. Please
keep them separate from your nametag or other things labeled “Pacific Science Center.” You are
responsible for turning them in upon departure from your position or as requested by your supervisor.
If you ever lose a key, please report it immediately to your supervisor.
• Staff and volunteers are often given keys to use on a case-by-case basis during the day. Please keep
these keys safe and secure while not in use. Remember to return them promptly after use to ensure
that daily operations requiring those keys may continue.
Who to Call in an Emergency
If you are at a position with a walkie-talkie, use it to call the Guest Services Coordinator or the Interpretive
Operations Lead (Ops Lead). Otherwise, during PSC open hours, call the Guest Services Office at 206443-2844 or the Ops Lead desk at 206-443-2872. Evenings after PSC business hours call the Guest
Services Office at 206-443-2844.
The Guest Services leadership team and the SIP leadership team work together to deal with emergencies.
Incident Report Forms
Any time a guest gets injured or could have gotten injured due to an incident involving Pacific Science
Center personnel or property, a Guest Incident Report Form must be filled out. These forms can be found
in first aid kits located in each building near many staffed exhibits and in all office areas including the SIP
Office. This form should be filled out only after the situation has been resolved or stabilized, and never
during an emergency. Guest Incident Report Forms do not need to be filled out for injuries sustained
outside Pacific Science Center property, even if first aid materials are used to treat such an injury.
This form is a legal document and should reflect facts and observations rather than judgments or
diagnoses. It needs to be filled out as completely and accurately as possible by a PSC staff member, not
the guest. Contact information should be collected from all victims of an incident and at least one witness.
Only paid SIP staff should complete this form. Volunteers & Discovery Corps should instead call an Ops
Lead on the walkie-talkie for assistance with this form. Staff who need support in an emergency situation
or who are not comfortable filling out this form should also call for backup.
Guest Incident Report Forms should be signed by the staff member who filled it out and turned in directly to
that person’s supervisor.
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Section Three: Training & Resources
Shadowing
The main way we train you on new positions is to have you shadow trained staff at the specific positions
you will be working. Take your Check-out Packet with you. Ask the Science Interpreter II to go over the
scenarios and questions in the packet with you as well as any other information and tips they know about
working each position. Shadow each position at least twice, or until you feel that you’d be comfortable
there by yourself and you are able to answer all of the questions associated with the position. Be sure to
read the Staffed Exhibits Training Manual, and the additional resources it recommends as the definitive
sources of information for each position.
When you feel you’re comfortable enough with a position, let the Interpretive Operations Lead of the day
know in the morning that you’d like to check-out at a position. They will schedule some check-out time for
you. The Interpretive Operations Lead will go over the scenarios and questions in the Check-out Packet
with you to make sure you know the basics of each position. Once you’ve been checked-out at a position
you’re able to do that position on your own!
Workshop Program
The Science Interpretation Program values professional development and strives to provide many
opportunities for employees to learn new skills, share knowledge and grow professionally. Here is a sample
of the workshops we offer:
Animal Interactions - 1.5hrs: Learn about the animals here at Pacific Science Center and how to help
guests understand that this is their home. When we are in their home, whether here or in nature, it is
important to treat them with respect. Tour the butterfly house, experience the tide pool, and see the naked
mole rats!
Cockroach Handling – 1hr: From our Life Sciences staff, learn how to handle Madagascar Hissing
Cockroaches. Participants learn some background on these amazing creatures and discover how to
interpret them for guests in safe and meaningful ways.
Customer Service – 1.5hrs: This workshop primarily revolves around Bob Farrell’s renowned customer
service training program, “Give ‘em the Pickle!” Four keys to customer service are introduced and
discussed: service, attitude, consistency and teamwork. Participants also role play turning negative
situations into positives and reflect on how they personally can provide proactively excellent customer
service.
Discovery Cart Workshop – 1.5hrs: Discovery Carts are mobile carts with hands-on teaching props
related to specific content areas. This workshop is an introduction to this program for interested staff and
volunteers. It covers using props as conversation stimuli, integrating guests’ interests into interpretation,
and program logistics.
Presentation Basics – 2hrs: In this high energy workshop, participants learn how to adjust their volume,
body language, and presentation style to accommodate large, diverse audiences. They practice setting the
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tone with the three E’s: expression, energy and enthusiasm. They learn to read the needs of their audience
and respond appropriately.
Explainer 101 – 1hr: Participants are introduced to the four simple steps to interpretation: being
approachable, initiating conversation, using your “Explainer Toolkit,” and politely ending the conversation.
Participants also discuss the value of personal educational interactions in a museum and practice their
skills out on the exhibit floor.
Improv Workshop – 1hr: By playing fun group improv games, participants learn to be present in their
interactions, say “yes” to the unexpected, give and receive “gifts,” and turn mistakes into part of the fun.
These skills are applied to working with guests at Pacific Science Center.
Making Meaning – 1hr: This workshop guides participants through connecting their own powerful
memories of informal learning experiences with their interpretive role at Pacific Science Center. They then
create an action plan to help bring more meaning to the guests’ visit.
Questioning Strategies – 1.5hrs: Participants learn the value of asking questions in the context of current
research on how people learn, and practice specific questioning techniques with several role-play activities.
Participants explore how questions can be classified and how to ask questions with a purpose.
Staff
All Interpreters will be scheduled to attend a series of training workshops throughout their employment.
The workshop will be noted on your weekly schedule and are generally one to two hours in length. You
can expect to be scheduled for approximately one workshop per month. Unless approved by your
supervisor, you are required to attend. It is helpful for you to let the SIP Supervisor know if you are
interested and able to attend any upcoming workshops you see advertised.
Discovery Corps Members
All Discovery Crops Members will be scheduled to attend workshops as part of their incoming training and
continuing training. This scheduling will be done by the Discovery Corps Coordinators.
Volunteers
Volunteer Science Interpreters are highly encouraged but not required to attend these workshops. Ask the
Science Interpretation Programs Supervisor when these are offered or how to sign up to attend.
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Section Four: Interpretive Programs
Interpretation is a conversation, guided interaction, or any communication that enriches the visitor
experience by inspiring new interests and/or helping the visitor make meaningful connections between the
programs and exhibits of our institution and their world.
We do many different types of science interpretation:
Floor Positions
Interpreters staff various permanent and seasonal
exhibits around the center to provide customer
service and operational support as well science
interpretation.
•
•
•
•
•
•
•
•
•
•
•
Butterfly Entrance
Butterfly Exit
Tide Pool
Just for Tots
High Rail Bike
Puzzle Place
Cockroach Handling
[School] Greeting
Roving
Craft Tables or Special Interpretive Activities
Featured Exhibit Staffing
•
•
•
•
Butterfly Interpreter
Space
Reptiles, Amphibians, Mammals
Wellbody Academy
•
•
•
•
•
•
•
Thaumotrope
Dino Cut-outs
Family Fingerprinting
Boomerangs
Tangrams
Star Finder
Spaceship Challenge
Interpretation Zones
An Interpretation Zone is a space united by some
science or math theme, where you can initiate
conversations about a range of relevant topics with
guests. Interpretation Zones are important
because:
•
They offer guests an opportunity to interact
with a staff member or volunteer in areas
that typically have little or no staff
presence.
• They help staff learn to be proactive, work
on friendly customer service, and initiate
science interpretation interactions.
• They don’t require any prop costs/upkeep
costs like carts do, because we already
have all the exhibits that they will be based
on.
Make It & Take It
The Make-It & Take-It Program was developed to
provide the guests with a special encounter that
enables them to bring home a piece of science with
them. Interpreters can be trained on a variety of
Make-It & Take-It’s that will offer an unique
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experience to engage guests in an opportunity to
create, learn, and ultimately take home something
cool. Staff and volunteers are trained by the Ops
Lead to run a Make-It & Take-It Activity.
•
•
•
Mobius Magic
Butterfly Flier
Placemats
Pocket Science
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Amber Fossil
Optical Illusions
Bees
Cocoon
Crazy Conifers
Dinosaur Skin
Energy Ball
Ferrofluid
Film Format Fundamentals
Hand Boiler
Insect Sorting
Material Intelligence Game
NanoEarth
Rainbow Glasses
Tree Cookies
Mr Grossmouth
Giant Microbes
•
•
•
•
•
•
•
•
•
Touch a Brain
Electricity
Sunspotting*
Bubbles
Marine Ecosystems
Beach Walk
To the Moon
Astrocise
Build a Neighborhood
Pocket Science activities are a chance for
Interpreters to have one-on-one engaging
interactions with guests and share real life science
ideas at any time throughout the day using a small
prop that can ideally be carried around easily in a
pocket. The activities will give guests an extra
special encounter that will add to their experience
here at Pacific Science Center. Pocket Science
provides the opportunity for staff and volunteers to
grow in both knowledge of science related subjects
and customer service skills.
Feature Science
The Feature Science Program is an intermediate
step between 60 Second Science and Discovery
Carts that allows presenters to engage visitors on
one topic using one activity. Presenters can be
DCIs or above for Discovery Corps and any
Science Interpreters or Volunteer Science
Interpreters, especially those who have not yet
learned a cart. Feature Science activities are
especially suited for matching with travelling
*Can have a Sphere component, but not required
exhibits.
Carts
• Discovering Dinos
• Teeny Tiny Technology (Nano)
Discovery Carts are a key component of guest
• Wild About Whales
education at the Pacific Science Center. A cart is a
• Strange Planets*
set of props and activities that are used for
• Tropical Butterflies
teaching about a particular science topic. These
• Molecular Music
props and activities are taken out on the exhibit
• Ocean Acidification*
floor on portable carts or on rugs on the ground.
• Nutrition
Some of them make use of existing exhibits as
• Germs!
well. Carts are delivered by Science Interpreters,
Volunteer Science Interpreters, and Discovery
Corps Senior Interpreters.
*Can have a Sphere component, but not required
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Carts allow one-on-one learning and personalized
exploration that guests may not encounter
elsewhere at Pacific Science Center. They can
provide a useful supplement to material already
presented in our regular exhibits, and in some
cases they present material not covered
elsewhere.
Demonstrations
New to our programming are Live Demonstrations.
These happen in a variety of locations throughout
the museum. These straightforward presentations
focus in on one central science topic. Audiences
can experience science experimentation while
interacting with the demonstrator, who explains the
topic for the group.
Live Science Shows
Live Science Shows present science to the public
with all the grandeur of tricks, theatrics, and
wonder Pacific Science Center is known for. A
variety of shows are presented daily on the
Building One Live Science Stage that are sure to
enlighten and entertain people of all ages.
•
•
•
Electron Demo
Carbon Demo
Sphere Demos, including:
o Arctic
o Oceans
o Chasing the Rain
o Intro to the Sphere
o Current Event Interp (informal, based
on recent events such as hurricanes,
earthquakes, solar activity, etc)
•
•
•
•
Combustion
Supercold
The Physics of Bubbles
Wheel and Deal Game Show
o The Biped Edition
o PSC Edition
Live Snakes
Monster Sound
Amazing Air
Amazing Psychic Powers
Illusions
Danger Science (Summer Only)
Ice Under Fire
Mysterious Futures
Zombie Fever
•
•
•
•
•
•
•
•
•
Planetarium Shows
•
New digital projectors allow science center staff to
present up-to-the minute NASA photographs,
research and movies. In addition, the new projector
allows guests to view five times as many stars. The
new projector virtually transports guests to the
mountains to view a pristine sky, unhindered by
clouds or light pollution. It even has the ability to
show you more stars than the human eye can
perceive in the natural world, without the
assistance of technology.
•
•
•
•
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The Sky Tonight (40 minutes, can start shows
every 1 hour)
Late-Night Sky (20 minutes, same as Sky
Tonight, can start shows every ½ hour or may
be followed by 20 min open house and done
hourly)
Preschool All-Stars (20 minutes, can start
shows every ½ hour, people can leave at any
time)
Preschool Trip to the Moon (20 minutes, can
start shows every ½ hour, people can leave at
any time)
Paths Across the Sky (20 minutes, sunrise23
•
•
•
•
•
•
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sunset focus, grades K-1)
The Planets Show (40 minutes, 2nd grade-8th
grade)
The Seasons Show (40 minutes, highly
interactive, all ages)
Gravity & Black Holes: learn about NASA’s
NuSTAR Mission, and how scientists use the
gravitational effects of black holes to detect
them. (40 minutes)
The Star of Bethlehem (40 minutes, ages 8
and up, staffing is more limited for this show,
December only)
The Halloween Show (40 minutes, ages 7 and
up, staffing is more limited for this show,
October only)
The Sky Tonight with Feature Focus (40
minutes, can start shows every 1 hour)
o Planets
o Seasons
o Galaxies
o Custom Features, including:
HS & college groups should
book Sky Tonight and call to
speak
with
Planetarium
Supervisor about their needs
Proposals/wedding/romantic
planetarium time: book Sky
Tonight & discuss details with
Planetarium Supervisor. ~$50
add-on for name written in the
stars
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Section Five: Considerations for Paid Staff
Recording Hours and Compensation
Overtime
Overtime, defined as working more than 40 hours in one week, is generally not allowed unless specifically
approved by your supervisor. If you anticipate that you will be going into overtime hours in a particular pay
period (especially if you work in multiple departments), it is your responsibility to talk to your supervisor as
soon as possible.
Pay Days
Payday is every other Friday. You can sign up for direct deposit with Human resources.
Performance & Evaluation
Formal Evaluation
Formal evaluations at the Science Center occur after the first 4 months of employment and then annually
after that. Some employees may be eligible for nominal merit increase at the 4 month evaluation. Merit
increases are not guaranteed after that.
For the formal evaluations, all employees have the opportunity to self-reflect on their own performance and
discuss the overall evaluation with their supervisor.
Informal Evaluation
The SIP also supports informal evaluation through observation and informal assessments directed by the
SIP Manager and Supervisor. Ops Leads may regularly give you feedback on your performance on the
floor. They may also alert you to general changes in policy or procedure.
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