❓ A Western Australian parliamentary question seeks detailed information about the training and demographics of tour guides at Fremantle Prison, with the response providing a breakdown of staff and training programs.
AnsweredQoN 1756Legislative Assembly
QuestionView source ↗
In respect of the Fremantle prison, can the Minister please advise: (a) how many tour guides and/or docents are employed and/or volunteer at the prison and what is the gender, age and ethnicity breakdown of those persons; (b) what training is provided to these staff: (i) can you provide a list of the knowledge-based topics covered in the training and provide detail of the presentation techniques covered in the training; (ii) how many hours of training are completed; and (iii) is the training mandatory; and (c) what ongoing/refresher training provided: (i) what is the nature of this training; (ii) how often is refresher training provided; (iii) how many hours of training are completed; and (iv) is refresher training mandatory?
AnswerView source ↗
Answered
12 September 2017
Responded by
Minister for Heritage
Response time
9 days
(a) Fremantle Prison employs 30 permanent Tour Guides
Male
21
Female
9
<25
25<44
45<59
Over 60
3
12
8
7
All Tour Guides were born in Australia, England or Scotland.
(b)
(i)
(ii)
(iii)
Induction
All new guides are inducted into the Department. This includes all aspects of departmental awareness (i.e. structure, Code of Conduct), site awareness, current and target market awareness including cultural considerations, health and safety, amenities and services available for people with language needs, disabilities or other special needs, current tour themes, content and routes.
This (and including the training following) is delivered through:
· one on one meetings
· provision of induction manual and access to research library
· tour participation
· self-tour
· supervised tour
· tour assessment (quality control prior to commencement).
Ongoing training to develop identified areas for improvement is part of a comprehensive customer, peer and manager performance review system.
Eight hours
Yes
Historical Content
Guides receive training about the complete history of the Prison.
1. Convict history:
· the history of convict transportation to Australia including New South Wales, Tasmania and Norfolk Island
· the introduction of convicts to the Swan River Colony
· prisoners and officers, convict work parties and the construction of the colony’s public and government infrastructure, convict systems
· tickets of leave and conditional pardons, convict escape stories
· biographies of specific convicts
· the end of the convict system
· the transformation of the convict prison into a State-run modern penitentiary.
2. Modern history:
· the introduction of local prisoners to Fremantle Prison including female prisoners, juveniles and Aboriginal prisoners
· the impact of the Goldrush
· the two world wars
· the internment of enemy alien civilians
· various Royal Commissions
· prison riots
· famous modern prisoners
· closure of the Prison in 1991.
Eight days for each tour type
Yes
Cultural Heritage Content
Guides receive training about the cultural heritage management of the Prison, including
· heritage values of Fremantle Prison at local, State, National and World Heritage
· the assessment criteria for cultural heritage value, conservation and preservation of heritage fabric
· management of heritage value
· site specific heritage protection and conservation
· heritage interpretation.
Two hours
Yes
Interpretation
Techniques of delivering themed, organised, meaningful and entertaining heritage interpretation tours, including:
· values of authenticity and integrity
· thematic story-telling
· audience engagement – identification, listening, answering questions
· appropriate use of humour.
Two hours
Yes
Presentation Techniques
As part of induction the following is assessed, with training provided if/as required:
· delivery of themed tours to adults, children, school students, culturally and linguistically diverse people (including use of audio/Auslan guides), and people with physical and intellectual disabilities
· public speaking, voice projection/control, body positioning etc.
· dealing with difficult customers
· time management.
As required*
(*Active assessment of existing tour presentation skills forms part of the recruitment process for tour guides)
Yes
Visitor safety
· Chief Warden training
· Emergency evacuation training
· Senior first aid training for Supervisors and Tunnels Guides.
Two hours
As required
Yes
Tunnels Training
· Tunnels specific themes and content (newly researched and refresh), any tour amendments
· Tunnels Safety and Rescue training.
Two hours
Four hours
Yes
Group Training
· May include customer service, sales, tour delivery, audience engagement, content (newly researched and refresh), and any tour amendments.
Four hours
No
Ongoing Development
· Unlimited access to resource library (including books, thesis’ and other research papers).
Unlimited
Yes
(c)
(i)
(ii)
(iii)
(iv)
Training in response to Annual Individual Performance Review
Geared to individual needs.
Annual
As required
Yes
Training in response to Peer review
Geared to individual needs.
Biannual
As required
Yes
Training in response to Manager Monitoring
Geared to individual needs.
As required
As required
Yes
New Tours Training
Content and walk through.
For all new tours / tour amendments
As required
Yes
Shackles Newsletter
Information and feedback provision.
Fortnightly
20 minutes
Yes
Content Supplements
Information provision.
Monthly
Approximately three hours
Optional
Resource Library
Information provision.
100% available
As required
Optional
Presentations
Various – i.e. Heritage staff or ex prison officer walk throughs.
Approximately biannual
Two hours
Optional
Excursions
Visits to other relevant sites, such as operating prisons.
Annual
Four hours
Optional
Safety training
· Evacuation and Warden training
· Tunnels safety
· First aid.
Biannual
Quarterly
As required
Four hours
Four hours
As required
Yes
Male
21
Female
9
<25
25<44
45<59
Over 60
3
12
8
7
All Tour Guides were born in Australia, England or Scotland.
(b)
(i)
(ii)
(iii)
Induction
All new guides are inducted into the Department. This includes all aspects of departmental awareness (i.e. structure, Code of Conduct), site awareness, current and target market awareness including cultural considerations, health and safety, amenities and services available for people with language needs, disabilities or other special needs, current tour themes, content and routes.
This (and including the training following) is delivered through:
· one on one meetings
· provision of induction manual and access to research library
· tour participation
· self-tour
· supervised tour
· tour assessment (quality control prior to commencement).
Ongoing training to develop identified areas for improvement is part of a comprehensive customer, peer and manager performance review system.
Eight hours
Yes
Historical Content
Guides receive training about the complete history of the Prison.
1. Convict history:
· the history of convict transportation to Australia including New South Wales, Tasmania and Norfolk Island
· the introduction of convicts to the Swan River Colony
· prisoners and officers, convict work parties and the construction of the colony’s public and government infrastructure, convict systems
· tickets of leave and conditional pardons, convict escape stories
· biographies of specific convicts
· the end of the convict system
· the transformation of the convict prison into a State-run modern penitentiary.
2. Modern history:
· the introduction of local prisoners to Fremantle Prison including female prisoners, juveniles and Aboriginal prisoners
· the impact of the Goldrush
· the two world wars
· the internment of enemy alien civilians
· various Royal Commissions
· prison riots
· famous modern prisoners
· closure of the Prison in 1991.
Eight days for each tour type
Yes
Cultural Heritage Content
Guides receive training about the cultural heritage management of the Prison, including
· heritage values of Fremantle Prison at local, State, National and World Heritage
· the assessment criteria for cultural heritage value, conservation and preservation of heritage fabric
· management of heritage value
· site specific heritage protection and conservation
· heritage interpretation.
Two hours
Yes
Interpretation
Techniques of delivering themed, organised, meaningful and entertaining heritage interpretation tours, including:
· values of authenticity and integrity
· thematic story-telling
· audience engagement – identification, listening, answering questions
· appropriate use of humour.
Two hours
Yes
Presentation Techniques
As part of induction the following is assessed, with training provided if/as required:
· delivery of themed tours to adults, children, school students, culturally and linguistically diverse people (including use of audio/Auslan guides), and people with physical and intellectual disabilities
· public speaking, voice projection/control, body positioning etc.
· dealing with difficult customers
· time management.
As required*
(*Active assessment of existing tour presentation skills forms part of the recruitment process for tour guides)
Yes
Visitor safety
· Chief Warden training
· Emergency evacuation training
· Senior first aid training for Supervisors and Tunnels Guides.
Two hours
As required
Yes
Tunnels Training
· Tunnels specific themes and content (newly researched and refresh), any tour amendments
· Tunnels Safety and Rescue training.
Two hours
Four hours
Yes
Group Training
· May include customer service, sales, tour delivery, audience engagement, content (newly researched and refresh), and any tour amendments.
Four hours
No
Ongoing Development
· Unlimited access to resource library (including books, thesis’ and other research papers).
Unlimited
Yes
(c)
(i)
(ii)
(iii)
(iv)
Training in response to Annual Individual Performance Review
Geared to individual needs.
Annual
As required
Yes
Training in response to Peer review
Geared to individual needs.
Biannual
As required
Yes
Training in response to Manager Monitoring
Geared to individual needs.
As required
As required
Yes
New Tours Training
Content and walk through.
For all new tours / tour amendments
As required
Yes
Shackles Newsletter
Information and feedback provision.
Fortnightly
20 minutes
Yes
Content Supplements
Information provision.
Monthly
Approximately three hours
Optional
Resource Library
Information provision.
100% available
As required
Optional
Presentations
Various – i.e. Heritage staff or ex prison officer walk throughs.
Approximately biannual
Two hours
Optional
Excursions
Visits to other relevant sites, such as operating prisons.
Annual
Four hours
Optional
Safety training
· Evacuation and Warden training
· Tunnels safety
· First aid.
Biannual
Quarterly
As required
Four hours
Four hours
As required
Yes
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