Emergency Management is the process of preparing for, mitigating, responding to and recovering from an emergency.
What is an Emergency? An emergency is a sudden, unexpected occurrence demanding immediate action. It can cause deaths or significant injuries to employees, customers or the public, can shut down or disrupt business operations, cause physical or environmental damage, or threaten the company’s financial standing or public image. Emergencies can arise from natural occurrences or can be man-made. Examples of an emergency include, but are not limited to:

Bomb
Earthquake
Fire
Flood
Food Borne Illness
Hurricane
Loss of key supplier or customer
Tornado
Utility Failure
Winter Storm/Blizzard

This plan is the guide for personnel to follow in the event of an actual or potential emergency and is intended to work in conjunction with other emergency plans provided by building management or any Federal, State and/or local agency.

Emergency Management Response Team

The Emergency Management Response Team (EMRT) is the group of individuals charged with managing an emergency by allocating resources and by interfacing with the community, the media, outside response organizations and regulatory agencies.
In the event of an emergency at any venue, the General Manager shall immediately notify the following individuals:

The Vice President and Senior Vice President LOB for that location
General Counsel/Legal Department
Senior Vice President, Chief Accounting Officer and Chief Information Officer
Vice President Human Resources and Associate General Counsel
Safety and Risk Manager

Emergencies involving the Spartanburg office shall be reported by the Senior Vice President, Chief Accounting Officer and Chief Information Officer to:

Executive Vice President and Chief Financial Officer
General Counsel/Legal Department
Vice President Human Resources and AGC
Safety and Environmental Manager

Emergencies involving the Stamford office shall be reported by the Director, Executive Administration to:

Executive Vice President and Chief Financial Officer
Senior Vice President, Chief Accounting Officer and Chief Information Officer
Vice President Human Resources AGC
Safety and Environmental Manager

These four individuals will then determine the extent of the emergency, the need for involvement by additional EMRT members, and commencement of a response plan.
If unable to reach the referenced individuals to report an emergency, then one of the following Officers must be contacted:

Chief Financial Officer
Chief Operating Officer
Chief Financial Officer
General Counsel
Chief Information Officer and Chief Accounting Officer
President and Chief Executive Officer

Each member of the EMRT should have a designated alternate that can fulfill his responsibilities in the event of illness or unavailability, either during or before an emergency.

Roles And Responsibilities

Team Leader – V.P. or Senior Vice President

Declares Emergency
Determine if Emergency Operations Center is needed
Assigns team members and their responsibilities
Center point for all emergency communications
Advises and coordinates decisions with senior management

Operations – General Manager

Coordinate plan with facility manager and client
Communicates with venue employees
Contact various utilities and governmental agencies such as the police, fire, ambulance, OSHA, water, power, etc.
Safeguards valuables and equipment
Gathers/records all recovery documentation; takes pictures
Documents recovery efforts

Legal – General Counsel/Associate General Counsel

Review relevant contracts for possible issues including breach of contract, indemnity, notice or other terms
Contact external legal counsel, if required

Risk Management – Safety and Risk Manager

Notify insurance companies and brokers regarding potential claims
Gather all documentation necessary to substantiate claims or injuries
Documents recovery efforts; coordinate with General Manager
Coordinate additional security needs, if necessary

Communications – Chief Marketing Officer

Handles all media and external communications
Handles all internal communications
Advises key stakeholders of emergency, if necessary

Finance – Vice President & Area Controller

Arranges emergency procurement authorization or other cash payment method, to allow operation(s) the ability to immediately purchase necessary items and/or provide employee assistance
Contacts banking institution and armored car company (if applicable) to ensure security of funds and deposit tickets
Coordinates payroll and identifies alternate distribution method, if necessary
Establishes account code to track emergency-related expenses

Information Systems – Chief Information Officer

Establish emergency hotline for communication between venue management and EMRT.
Establishes emergency hotline and website for affected employees and families to contact for assistance.
Provide inventory of all assigned equipment (including pc’s, laptops, printers, servers, UPS’s, tape drivers, credit card machines, firewalls, and any network hardware)
Manage recovery of essential information systems; call communications providers to restore service
If the Spartanburg offices has an emergency:
- shut down all machines and unplug if there is a potential electrical surcharge
- move equipment to a safe location – pc’s, servers, and laptops are priority; monitors and printers are easily replaceable
- secure equipment if evacuation necessary
- terminate system access, if necessary
Assist with set-up of Emergency Operations Center

Purchasing – Corporate Vice President, Purchasing

Communicates with suppliers during emergency
Secures alternate vendors, if necessary

Human Resources – Vice President, Human Resources and Associate General Counsel

Handles all personnel issues
Coordinates travel by EMRT members and Senior Management Team personnel that may be required at site
Coordinates emergency hotline and website for employees and families with IT and Corporate Communications
Arranges for counseling, if needed
If corporate headquarters emergency:order evacuation if necessary

Internal Phone Tree

In order to ensure that the appropriate internal personnel are notified of an emergency, the following phone tree has been established. If an individual cannot be reached, the individual in the next level must be contacted to make certain the chain is not broken.

Emergency Operations Center

For prolonged emergencies, an Emergency Operations Center (EOC) will be established at the Spartanburg office. The EOC serves as a centralized management center for EMRT operations. Should the Spartanburg office be unavailable, the Stamford office shall be the designated alternative. In addition, any individual venue involved in an emergency situation should establish its own EOC depending on the size of the facility and number of personnel involved.
This EOC should be located in an area of the facility not likely to be involved in an incident. Some suggestions are a Vice President’s or General Manager’s office, a conference room, or a training room. The EOC should be large enough to accommodate emergency operations and secured to prevent entry from unauthorized individuals.
The EOC should be a dedicated area equipped with:

Communications equipment including internal and external phone lines, fax machine, and backup communications such as cellular phones, pagers, and two-way radios
Computer equipment including laptop computers with backup batteries
Emergency power, communications and lighting
Disposable camera
Building security system information
Office resources such as equipment, supplies, and administrative support
Food & Water
First Aid Kit including a flashlight with extra batteries
Emergency Contact Phone List
Telephone directory
Easy and quick access to restrooms

Record And Asset Preservation

Preserving vital records and assets before an emergency is essential to a quick resumption of operations after an event, particularly if the facility is completely or partially closed. Examples of vital records and assets may include:

Financial documents (vault log, armored car log, validated deposit tickets, receiving log, etc)
Most recent inventory file (paper and digital version)
Personnel files
Inventory or stock
Cash/currency
Electronic equipment and computers
Vehicles that may be needed, such as trucks, forklifts, trailers, etc.

Steps that should be taken to preserve these items include the following:

Label all vital documents and equipment
Backup computer systems
Copy all vital records onto a disk
Stores tapes and disks in an insulated container and store offsite – ensure that essential staff will have access to this offsite location
Arrange for movement of records and equipment to a backup facility or another off-site location where they would not likely be damaged by an event affecting the facility; if not possible, move to a higher floor if flooding is a concern and away from windows.
Take photographs or videotape equipment and company assets
Secure all cash funds and receipts in vault and arrange for armored pickup of vault funds. If time does not permit armored pickup, then ensure all funds are locked in vault and recorded on vault log. If the emergency is so sudden that vault cannot be accessed in time, then secure funds in manager’s office or as last resort, concession stand.
Arrange for additional security

General Guidelines

Follow those steps to preserve records and assets as identified in Section E.
Phone numbers for building security, police, public health department and fire department must be posted by all telephones.
Follow directions of authorities at all times.
Ensure that all employees are familiar with the building evacuation plan (orientation/training times are ideal for doing so), and post the plan in prominent location. The plan should designate zone leader(s) and secondary staging area(s) outside the facility. Ensure that elderly, pregnant, or disabled employees have assistance. Review and practice emergency evacuation procedures.
Make plans for communicating with employees after an emergency; confirm employee home and emergency contact information at least annually. If there is advanced notice of an emergency, such as a hurricane, then confirm contact information immediately upon notice.
Ensure adequate supplies for employees that may become stranded on site or chose to volunteer to stay on site to provide assistance – typically 72 hours of food and water, blankets, battery-powered radios and flashlights with extra batteries, first aid kit and other emergency supplies.
Expect a disruption in telecommunications service and utilities. Have flashlights with extra batteries, two-way radios, cellular phones, pagers, battery-operated radio or television, internet email, etc. For those venues in high-threat areas, or at designated FEMA sites, consider a satellite phone to ensure communication.
Prior to the start of the year (or season), and periodically thereafter, meet with building management to discuss building emergency procedures. Specifically discuss provisions for back-up power, such as emergency generators, for refrigeration in order to minimize loss of perishable items. If not available, consider other options such as dry ice and refrigerated trailers.
Make advanced arrangements with national supplier for food, water, and supplies that may be needed during an emergency. See Exhibit A for list of recommended supplies.
Identify alternate suppliers/vendors in the event the national supplier is unavailable to meet your needs. Such supplies could include local or regional grocery stores, wholesale companies, rental truck companies (Ryder, Penske), etc.
During an emergency, communicate closely with building management concerning closure of the facility and the shutdown of essential systems such as HVAC, lighting, power, phones, etc. If time permits, shutdown computer systems to avoid potential damage caused by surges in power.
Be familiar with the local emergency organizations in your area such as the American Red Cross, FEMA, etc.

Customer Injury or Illness

Remain calm, be courteous and show concern
If the customer is unconscious, or should not be moved, call an ambulance immediately and notify building security.
If the customer is conscious, ask if “Are you alright?”, and “What would you like me to do?”
Do not move an injured customer. This may cause any injuries to be more severe. The exception to this is when they are in a hazardous location. If they are bleeding from the nose or throat, roll them over on their side to prevent choking or suffocation. If a customer is bleeding heavily, apply direct pressure. Never use a tourniquet.
If a person is choking, the anti-choke method may be used. A poster should be posted in all appropriate areas that describe how to help choking victims.
After the immediate needs have been met, get as much information as possible including:
- the customer including name, address, and phone number;
- the customer’s statement of details on the incident;
- a list of witnesses and their statements
Do not discuss any defects or conditions on the premises that may have contributed to the incident. Do not admit or deny liability. If the customer requests a contact, refer them to the Risk Management Department.
Complete a Customer Accident Report and fax immediately to the Risk Management Department.

Employee Injury or Illness

Show concern for the employee.
Determine the severity of the injury.
If necessary, administer first aid or seek prompt medical attention.
Eliminate the cause of the accident.
If the injured person is a minor, contact the minor’s parents or guardian before obtaining medical attention.
If the employee is unconscious, or should not be moved, call an ambulance immediately and notify security.
The injured person (or guardian if person is a minor), unless they are unconscious, should always make the final decision to seek medical attention.
Report the injury immediately to the workers’ compensation claims administrator.
Complete an Accident Investigation Report and fax to Risk Management Department.

Specific Guidelines

In addition to those general guidelines identified in the previous section, the following specific guidelines should be followed for various types of emergencies. Note that directions by local authorities shall govern to the extent of any conflict between their instructions and these guidelines!

Fire

Call security or the fire department or both, as instructed by the facility’s procedures.
Evacuate the area following the rehearsed plan and/or the posted evacuation diagrams. Use stairs, not elevators
Be sure that special considerations and assistance is given to disabled persons and small children. Be sure all employees are out before you exit.
The evacuation should include, if possible, a room by room check to be sure that no guests or employees have been left behind.
If unable to vacate, stay near a window and close to the floor. Close the door and stuff the bottom with a towel to avoid smoke.
Signal for help outside the window and call for help using telephone or cell phone, identifying location.
A major fire in the kitchen may be put out by the automatic fire control system. If the automatic system does not activate, use the manual override.
A major fire in the facility should trip the sprinkler system and fire alarms. Use the manual override switches if the system does not respond.
A portable fire extinguisher may be used on a small fire.
Never use water on a grease or electric fire.
After the incident, if there is any damage to property, complete a Property Damage Report and fax to the Risk Management Department.

Food Borne Illness

Complete Customer Illness Report.
After contacting the appropriate parties on the Centerplate emergency contact list, a determination will promptly be made concerning the suspicion of a food borne illness. If confirmed, you will be directed to immediately alert the local Health Department and medical facility/doctor of a potential food borne illness. At the same time, the following procedures should immediately be followed:

Cease serving any suspect food or liquid.
Retain any implicated food or liquid for laboratory analysis; isolate and properly store the product, with a label clearly identifying the date of preparation and date of occurrence.
Prepare a list of all persons (as far as practicable) who consumed the suspected food or liquid.
Determine whether any staff has been ill with gastro-intestinal symptoms.
Alert all parties who consumed the suspect meal to the possibility of a food borne illness.
Send all infected staff to medical facility/doctor for treatment.
Request infected workers not return to work for the period specified in the guidelines for exclusion of food handlers.
Prepare a list of suppliers of suspect food items and determine shipping order, receiving date, batch number, and other relevant data.
Interview the employee who accepted the product order or orders for any unusual events.
Seek detailed information on any relevant menu items.
Determine the food preparation history on all relevant menu items to determine possible sources of contamination, by conducting interviews with the employees who prepared the product inquiring as to food preparation, control of hazards, cooking, cooling, refrigeration and reheating.

Please note that a Centerplate emergency contact person will contact a Microbiological Laboratory to test any suspect food or liquid and notify our insurance carrier of the suspected food borne illness.

Clean-Up Procedures

Local government is responsible for the supervision of and disposal of contaminated food as well as clean up of food premises.
The premises should be closed while the clean up procedures and disposal of food are being undertaken under supervision.
Ensure that all food areas are thoroughly sanitized. Take special care to sanitize all equipment that came in contact with the contaminated food or infected persons, including the hand-washing sinks.

Earthquakes

Most frequently occur west of the Rocky Mountains, although historically the most violent earthquakes have occurred in the central United States.

Remain inside
Eliminate fire hazards: turn off open flame gas appliances (fire is the most common hazard following an earthquake)
Keep everyone away from windows and appliances or supplies which may slide or topple
Direct people to a doorway or under a table
If outside, move to an open area and keep everyone away from buildings, walls, gas lines, power lines and power poles
Listen to a portable, battery-operated radio (or television) for updated emergency information or instructions
If power goes out, use a flashlight; never use candles or light matches due to the possibility of a gas leak
Expect aftershocks

Flood

Most common and widespread of all natural disasters.

Monitor flood conditions through local or national radio or television or the U.S. Army Corps of Engineers
Prepare for safe and orderly shutdown of equipment
Fill sandbags and place them around possible entry points and vital equipment
Relocate critical records and equipment to a safe and secure area.
Secure or anchor any outside storage or equipment that cannot be moved to another location
Cover large stationary machines with large plastic sheets or other water resistant material
Place contractors and equipment repair companies on alert
Consider increasing security
Confirm with facility management the shutdown of building systems, such as electricity and gas, and the availability of emergency generators

Hurricanes

Severe tropical storms with sustained winds of 74 mph or greater. Listen to the National Weather Service for hurricane advisories and local radio and television for hurricane progress reports:

Hurricane watch – a hurricane is possible within 24 to 36 hours; tune to local radio and television stations for additional information; evacuation may be necessary
Hurricane warning – a hurricane will hit land within 24 hours; take precautions at once: if advised, evacuate immediately
Secure or otherwise protect any outside company equipment and inventory.
Request building management secure exterior windows (permanent storm shutters or 5/8” marine plywood).
Contact key suppliers and contractors regarding potential need for services in 24 to 48 hours.
Update/backup critical records and move to a higher floor within the facility or to another site that is water and wind-protected site; move items away from bottom floors if there is any potential for flooding
Have employees clear their desks placing all remaining papers, files, and other materials inside. Cover all desks, copiers and equipment with plastic sheeting and secured tightly with tape.
Draw drapes or lower and close blinds to protect against flying glass.
Be prepared for possible tornadoes

Tornados

Incredibly violent local storms that extend to the ground with whirling winds that can reach 300 mph. Listen to the National Weather Service, local radio and television for tornado advisories:

Tornado watch – a tornado is possible; tune to local radio and television stations for additional information; evacuation may be necessary
Tornado warning – a tornado has been cited; take precautions at once: if advised, evacuate immediately
Draw drapes or lower and close blinds to protect against flying glass.
Have a radio available.
Keep everyone inside (unless instructed to evacuate by authorities).
Keep everyone away from outside walls and windows.
Seek protection in an underground area, if possible. If not available, consider small interior rooms or hallways on the lowest floor without windows or protected areas away from doors and windows.
Assume a kneeling position (behind counters or under tables) and cover head and face with arms to protect self from flying glass and debris.

Severe Thunderstorms

These can include hail and lightning. Listen to local radio and television for weather information:

Severe Thunderstorm Watch – severe thunderstorms are possible in or near the watch area
Severe Thunderstorm Warning – severe weather has been reported by spotters or indicated by radar; warnings indicate imminent danger to life and property

Avoid handling electrical equipment, telephones, water faucets and sinks as lightning can follow the wires and pipes. Use a battery powered TV or radio. If outdoors, take cover immediately in a substantial, permanent, enclosed structure. Avoid trees and large bodies of water.

Severe Winter Storms

These can bring heavy snow, ice, strong winds and freezing rain. Listen to local radio and television for weather information:

Winter Storm Watch – severe winter weather is possible
Winter Storm Warning – severe winter weather is expected
Blizzard Warning – severe winter weather with sustained winds of at least 35 mph is expected
Traveler’s Advisory – severe winter conditions may make driving difficult or dangerous

Confirm with facility management arrangements for snow and ice removal from parking lots, walkways, loading docks, etc.

Bomb Threats & Suspicious Packages

Bomb Threats

Take all bomb threats seriously and call building security or 911 immediately
If a bomb threat call is received, try to keep the caller on the line as long as possible, remain calm, and obtain as much information as possible unless immediate evacuation is required
If the bomb threat call is left on voicemail, do not erase it
If a written bomb threat is received, save all materials (including envelope or container) and avoid further handling so evidence can be preserved.

Suspicious Packages

If a suspicious package or item is found, do not touch it or go near it – stay as far away from the object as possible and do not open it
Notify building security or call 911 immediately
Follow instructions of security and police
Do not use radios or phone near a suspicious object
Evacuate the affected area – use stairs, not elevators

Explosion

Leave the building as quickly as possible. Do not stop to retrieve personal belongings or make phone calls
If objects are falling around you, get under a sturdy table or desk until they stop, then leave quickly
Do not use elevators
Once outside, do not stand in front of windows, glass doors, or other potentially hazardous areas

Gas Leak, Hasardous Materiels & Chemical Spills

Immediately call building security or 911 and state the nature of the emergency and the specific location.
Turn off all equipment
Quickly get aware from the substance or affected area.
Vacate the building – try to vacate without passing through the contaminated area
Cover your mouth and nose with layers of fabric that can filter the air but still allow breathing. Examples include several layers of cotton, such as a t-shirt, handkerchief or towel.
Wash with soap and water as soon as possible.
Follow directions of building security, police, and public health officials
Seek medical assistance if needed

Power Failure

Remain at your work area – emergency lighting should activate
Follow instructions of building security – do not evacuate the building unless instructed to do so.
Turn off all equipment.
Keep refrigerator and freezer doors closed. This will help to maintain safe temperatures for a longer period.
Be aware of food loss and possible contamination.

Violent Acts

Stay calm.
Mentally note the perpetrator’s characteristics, or any distinctive accents or mannerisms, but do not be obvious about it.
Never try to be a hero!
Try not to panic or make any sudden moves that may startle the perpetrator.
Avoid staring at him/her or them as this may make them nervous or hostile.
In a robbery, remember that the perpetrators want the money and to leave as quickly as possible. Do not try to hinder their actions, as this will only place you in more danger.
Preserve the scene and identify witnesses. Try not to discuss the incident while waiting for police as it may distort the facts. Do not allow anyone to touch anything; try to keep everyone away from the area so as not to destroy any physical evidence.
If robbery, determine the amount of loss and notify your Vice President and Area Controller

Terrorist Acts

These can be biological (the deliberate release of germs or other substances that can cause illness) or chemical (deliberate release of a toxic gas, liquid or solid that can poison people and the environment). Authorities may alert the public by siren or other warning devices including television and radio. Listen for instructions on whether to remain inside or evacuate the building.
If instructed to remain inside:

Close and lock all doors
Seek shelter in the highest internal room above ground, preferably one without windows
Take emergency kits/supplies if time permits
Seal the room with duct tape and plastic
Stay away from windows
Avoid using telephones
Listen for instructions from officials – do not evacuate until instructed to do so

If instructed to evacuate:

Evacuate immediately
Follow all instructions
Remain at site until instructed by authorities
Seek medical attention if you have been exposed or suspect you have been exposed

Pandemic

According to the World Health Organization (WHO), influenza pandemics are caused by new influenza viruses that have adapted to humans. It is a rare but recurrent event in history, causing widespread illness and death. A pandemic occurs when a new influenza virus emerges and starts spreading as easily as normal influenza – by coughing and sneezing. Health experts have been monitoring a new and extremely severe influenza virus – the avian H5N1 strain – which may have pandemic potential.

Instruct and remind employees regarding personal hygiene guidelines – include recommendations concerning hand washing, gloves, coughing/sneezing etiquette, etc.
Post signs requiring proper hand washing in all employee and public areas
Provide hand sanitizers, tissues, and trash cans in all employee break areas
Encourage employees to stay home when ill and send sick employees home
Remind employees not to share cups, glasses, dishes and cutlery. Be sure dishes are washed in hot soap and water after each use
Remove magazines and papers from common areas
Talk to building management about proper ventilation
Plan for high absenteeism – up to 40% of workforce could be absent for periods up to 2 weeks at the height of pandemic wave:
- define activities critical to business continuity.
- cross-train employees
- cross-utilize employees from other locations if possible
- be familiar with local temporary agencies and non profit groups that may be available to fill staffing needs
To slow the spread of the disease, public health officials recommend, “social distancing” – maintaining three (3) feet of space between individuals. Measures can include:
- allowing employees to work from home, or to work flexible hours or staggered shifts
- increasing use of telephone and video conferencing to conduct as much business as possible (even if within the building)
- allowing staff to have staggered lunch hours to avoid crowded lunchrooms
- providing protective screens or equipment for front counter staff that have frequent face-to-face contact with customers
- avoiding unnecessary travel and public transportation

Recovery

Recovering after an emergency, and resuming operations, directly impacts the company’s bottom line. Immediately after an emergency, take steps to resume operations such as:

Establish a recovery team, if necessary, and priorities for resuming operations
Maintain security to prevent vandalism or theft
Ensure the safety of personnel on site; check and replenish supplies if necessary
Keep record of all visitors, volunteers, and others present during an emergency and recovery. Record should include person’s name, agency, copy of photo ID (driver’s license, passport, etc.). Question all strangers
Use extreme caution when entering building and inspecting premises – wear sturdy shoes and check for hazards, such as electrical damage or gas leaks, and notify the facility manager and/or relevant utility company immediately; clean up any spilled bleaches, gasoline or other flammable liquids
Establish contact with building manager, client, suppliers, and contractors
Communicate internally as you proceed
Keep detailed records of all events and decisions – these may be essential for any insurance claim or legal action
Take an inventory of damaged goods – photograph or videotape any damage as well as company assets
Segregate damaged from undamaged property
Protect undamaged property – quickly remove standing water, debris and smoke; clean and dry vital equipment, dehumidify damp areas, cover broken or damaged windows, walls, ceilings, and similar areas
Account for all damage-related costs – establish a special accounting code to track all expenses; keep copies of all invoices and documents for insurance claim.

Emergency Supplies List

Inventory should include three days’ supply of the following emergency items:
Regular and Pureed Foods

Bread
Canned and Dry Foods
Condiments (Packets)
Dry Cereals
Juice
Non-fat Dry Milk
Pureed Foods
Sandwich Products
Thickener
Sandwich Products
Canned and Dry Foods
Portion Packet Condiments
Juices
Non-fat Dry Milk
Pureed Foods
Thickener

Water

Stock bottled water (weekly)
Establish relationship with alternate vendor(s) that can supply bottled water in the event of an emergency

Paper/Plastic Products

Bowls, soup and cereal
Cups, hot and cold
Disposable steam pans
Eating Utensils
Napkins
Paper Towels
Plates, large and small

Miscellaneous Products

Cleaning Supplies
Hand Sanitizer
Manual can opener

FEMA State Agencies

State Offices and Agencies of Emergency Management

Emergency Response Plan

Brian Walters