Making safety real in the land of make-believe
Each summer, the amusement park hires nearly 200 employees; typically, all but a few dozen are under 21 years old. These young workers are involved in all facets of the business—they operate rides, sell concessions, and take tickets. They're an integral part of the business's success, yet they also are part of the highest risk group in the workforce today.
Operations Officer and Artistic Director Susan Vaslev knows firsthand what it's like to be a young worker at Enchanted Forest; she began working there at the age of 14, even before the park opened its doors to the public in 1971. Since day one, safety has always been a main concern, and Vaslev has spent the past 36 years making sure employees understand the importance of staying safe on the job.
"Safety is our number one priority...we keep emphasizing that," she says. "Just saying it doesn't make it so, but even so, we say it."
Safety starts early
Talking about safety is just one aspect of the park's comprehensive safety program—a multi-step program that has kept Enchanted Forest's on-the-job accident rate low.
"Enchanted Forest's safety culture is evident at every level of the company, from the owners to the ticket takers," says SAIF Loss Control Consultant Trevor Ansbro.
Employees are trained in a variety of ways—they read safety material, watch videos, and participate in interactive one-on-one training. Trainees must answer questions about what they've learned and demonstrate the proper response to an emergency
situation (radio for help from one of the onsite EMTs). These tests help trainers gauge what information employees were able to retain. If they find that employees are consistently missing part of the safety message, they adjust their communication
tactics accordingly.
Managing young workers
Vaslev believes that the most successful way to manage young workers is to give specific instructions about what needs to be done and when, and then follow through with frequent check-ins.
"The key is to work with them and realize they don't respond well to a heavy hand. You get further by noticing when they do good things and offering praise," she says, adding, "You can't just be a friend, though. You have to think of the business first. If safety isn't their top priority, they just can't work here."
Upon hire, employees receive a list of forbidden on-the-job activities. The list includes talking on a cell phone, reading, listening to music, or anything distracting while working any of the rides—and employees know if they are caught breaking the rules they'll be immediately pulled from the job or fired.
"These are life and death areas to work in," Vaslev explains. "I can't take a second chance on someone who doesn't understand the importance of safety."
She admits that managing young workers presents unique challenges. "Young workers are so social and open to peer pressure. Even good workers may not speak up to other workers because they don't want to be the snitch," she says.
Vaslev tells employees up front exactly how she will respond when they come to her with information about an unsafe situation. She promises them three things—that she won't overreact, she won't bring them into the middle, and she will check out the situation immediately and respond appropriately.
Employee Megan Ferrando, 21, appreciates the non-threatening approach to reporting safety issues. She says she wouldn't hesitate to raise a concern with the management. "Any problem you have, you can bring it up to them," she says. "If you say, 'Maybe this isn't right,' they'll get right on it—they'll address your issues."
Amanda Rosser, a 19-year-old ride operator, agrees. "Everyone here is really friendly and they make sure everything is safe. If we have any problems, we just call them and they come to take care of it."
Vaslev's consistent safety message is getting through. Employees don't just think of their own safety—they constantly work to make sure visitors stay safe, too. At Enchanted Forest, employees know that their safety and the safety of visitors are intertwined.
"People come here and they want to have a good time," says Ferrando. "Most of the people you meet are just trying to have a good time, and we try to keep them as safe as possible and as happy as possible."
TIPS THAT WORK
Look closely at job applications
At Enchanted Forest, the screening process begins with the application. The reason applicants indicate for wanting the job determines whether they're called for an interview. "I look to see if I'm getting a mature answer or an immature answer," Vaslev explains. "Someone who says, 'I'd like to scare people in the Haunted House,' may not have the maturity we're looking for."
Screen employees carefully
Asking applicants to respond to detailed questions can provide insight into the maturity level and job-readiness of the candidate. "Safety starts before we hire. Selecting the right people has a big impact on safety," says Vaslev.
Provide position-specific training
Providing general safety training is key to building a strong safety culture. Offering specific training for each type of job takes safety to the next level. Enchanted Forest produced separate safety videos for each of its rides and work locations. The videos offer tips and suggestions for safely operating the ride and show employees the specific dangers associated with each individual ride.
Add duties gradually
New employees generally begin working in a low-risk area of the park and are given additional responsibilities as they become accustomed to the work environment. Jenee Young, 18, worked as a ride lookout and ride attendant before being promoted to ride operator for Ice Mountain. Now in her fourth year, she is responsible for helping train newer workers.
Offer more hours to high-performing employees
At Enchanted Forest, employees aren't guaranteed a set number of hours. Employees who perform well—and who consistently demonstrate safe behavior—are given the first opportunity to fill shifts. This practice sends a clear message to employees that it pays to take safety seriously.