CLEANING PROTOCOLS AND ATTENDEE SAFETY

Your Safety is Our #1 Priority

a duke energy center staff member is shown with gloves and a mask on cleaning the exterior doors

The Duke Energy Center for the Performing Arts is proud to have expanded our already-stringent cleaning procedures in the wake of COVID-19. Without exception, our team is dedicated to go above and beyond to ensure the safety and health of our visitors and staff.

In addition to the protocols and procedures below, our staff are actively monitoring and engaged in the industry's best practices for attendee health. We have implemented the cleaning guidelines recommended by the CDC and State and local health agencies and required by the GBAC STAR™ accreditation.

We invite you to explore the ways we are keeping our theaters and lobbies safe for you and our community.

                           The Complex's Re-Opening Guide

                           Ways We're Keeping You Safe

Learn About

GBAC STAR FACILITY ACCREDITATION

The Raleigh Convention Center, Duke Energy Center for the Performing Arts, and Red Hat Amphitheater are GBAC STAR™ accredited. Our Complex is the first multi-venue accreditation in North Carolina.

GBAC STAR™ is the cleaning industry’s only outbreak prevention, response and recovery accreditation for facilities.

This accreditation means that a facility has:

  • Established and maintained a cleaning, disinfection, and infectious disease prevention program to minimize risks associated with infectious agents like the novel coronavirus (SARS-CoV-2).
  • The proper cleaning protocols, disinfection techniques, and work practices in place to combat biohazards and infectious disease.
  • Highly skilled cleaning professionals who are trained for outbreak and infectious disease preparation and response.
Blue and white GBAC STAR accreditation seal
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Our Cleaning Protocols

Although most of the cleaning in the Duke Energy Center for the Performing Arts happens behind the scenes, our dedication to health and safety is always center stage.

  • Daily employee wellness screening upon arrival.
  • Filtered cloth masks are provided to every staff member.
  • Disposable face masks are available for all staff members at all times.
  • Staff are required to wear face masks while at work.
  • Cleaning staff are issued fresh gloves to avoid cross contamination of surfaces.
  • Completion of the Count on Me NC COVID-19 statewide business pledge and training courses.
  • Cleaning protocols to avoid and prevent cross contamination of surfaces.
  • More rigorous and continual cleaning and disinfection of frequently touched surfaces, such as; door handles, handrails, push plates, interior and exterior elevator buttons, desks, countertops, point-of-sale terminals, keypads, tables, chairs, seats, beverage stations, water fountains and dispensers, vending and ice machines, and trash receptacles.
  • Increased and updated staff training on the thorough cleaning of restrooms, including partitions, mirrors, fixtures, countertops, toilets, urinals, paper product and soap dispensers, floors, door handles, knobs, baby changing stations, sanitary product containers, and handrails.
  • Increased signage throughout the facility to remind visitors and staff to wash hands.
DECPA staff member cleans seats between performances with an alcohol mist
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Venue Ventilation

The HVAC system in the Duke Energy Center for the Performing Arts meets the CDC recommended guidelines for filtration of the COVID virus. In addition, fresh air from outside is constantly being introduced into the system and all of the air in the room is continually filtered.

All air filters have also been updated to MERV 13 or higher. Filters with a MERV rating of 13 or higher are frequently used in a variety of medical facilities and will filter down to at least 0.3-1.0 micron particle size.

Learn about

FOOD SAFETY AND PREPARATION

Centerplate, our in-house caterer, leads the way in food safety and thoughtful food preparation. While there is no evidence that COVID-19 or other respiratory viruses can spread through food, Centerplate has taken the following steps.

Our Team

  • Increased training for all team members
  • Completion of the Count on Me NC COVID-19 statewide business pledge and training courses
  • New, targeted cleaning solutions, including CDC-recommended level products
  • Increased number of sanitizing stations
  • Daily employee wellness screening upon arrival
  • Increased cleaning schedule
  • Three-ply surgical masks and gloves for all staff

Food Service

  • Individually packed meals
  • Modified buffet services
  • Specialized packaging
  • Adapted menus

Reduced Contact with Shared Surfaces

  • Touchless payment options
  • Point-of-sale barriers
  • Wrapped silverware
  • Single-use condiments
Completion badge for Count on Me NC
NEW

Entry Procedures

For the health and safety of all our guests and staff, we have implemented new entry procedures. Guests will enter the venue as follows:

1. If masks are required by the event organizer, ushers will verify that guests are wearing a mask. Those without a mask will be provided one.

2. Hand sanitizer stations will be available throughout the center.

3. Guests will be guided through a security screening, which includes new bag size restrictions.

4. Ushers will verify tickets with a touchless ticket scanner.

 

NEW

Bag Policy

All bags are now subject to search and must meet new size requirements. A small clutch or wallet is recommended and no bags larger than 12" x 12" x 10" will be allowed, this includes backpacks, camera bags, and large purses. *Diaper bags are allowed for guests with infants and toddlers (child must be present).

Graphic showing bag policy allowed and not allowed bags
NEW

Security Screening

In addition to our new bag policy, guests will now be required to enter through a security screening, which includes the use of a metal detector. 

To minimize face-to-face contact, guests will be required to empty pockets and walk through metal detectors in case of an unsatisfactory or incomplete scan. If a secondary bag screening is required, guests will be provided with a clean surface to empty the bag’s contents. 

REOPENING FREQUENTLY ASKED QUESTIONS

Are Face Masks and Wellness Screenings Required?

On 5/14 Governor Roy Cooper released Executive Order 215, removing all requirements related to masks, social distancing and wellness screenings.

While the Duke Energy Center continues to strongly encourage the use of face masks, certain events may still require the use of face masks and wellness screenings upon entry based on certain artist and performer guidelines.

Any event requiring guests to wear face masks or go through a touchless temperature screening will be notated on our website and will also be included in information sent directly to ticket purchasers.

What are the Capacity Guidelines?

In accordance with Governor Roy Cooper’s Executive Order 215, the Duke Energy Center can now host events at 100% capacity.

Some events will continue the use of a “pod seating” structure, while others will be sold at 100% capacity. This information will be available prior to the purchase of a ticket on ticketmaster.com or in person at our Box Office.

What if I feel uncomfortable attending an event I purchased tickets for?

The safety of our patrons is our number one priority. However, we understand that during these uncertain times there are many “what ifs”. We want you to feel confident when purchasing tickets for a future performance in our venues.

If you purchase a ticket(s) for an upcoming Duke Energy Center performance*, but feel uncomfortable attending due to COVID-19 conditions, we will offer you a refund in full. Please follow the below guidelines when requesting a refund.

1. Email PACBoxOffice@RaleighNC.gov  two weeks prior to your ticketed performance.

2. Include your name, phone number, performance date and time.

3. A full refund (including service fees) will be processed within 30 days.

*This specific policy does not apply to performances and productions presented by our Resident Companies (North Carolina Theatre, Carolina Ballet, North Carolina Symphony, North Carolina Opera or PineCone) If you purchased tickets for one of these performances, please contact the respective company for further information on their refund policy and other reseating or exchange options.

The Ticket Assurance policy is only available for original ticket buyers through Duke Energy Center and ticketmaster.com. Tickets purchased via third-party resellers are not covered by this policy.