Module 14 Handling Emergency Situations

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1 Handling Emergency Situations The Shift Lead protects the team, customers and restaurant by monitoring safety. However, you cannot always prevent problems. Sometimes, things happen that you were not expecting or can t control. Emergencies can happen at any time. Your role is also to act quickly and correctly. You need to know what to do before an emergency occurs. You won t have time to call someone or look it up. Team Members count on you to know what to do. There are many kinds of emergencies: Accidents that cause a Team Member or customer to get hurt. Accidents that cause damage to Taco Bell property or customer property. Dangerous weather situations such as hurricanes, earthquakes or tornadoes. Threats of violence or robbery. Equipment failure such as the steam table losing temperature or the registers not working. Utility emergencies such as a power outage. Knowing how to handle each kind of emergency before it occurs will prepare you. You will feel confident that you can act quickly and correctly. STP 2 Trainer s Guide 8/

2 Handling Emergency Situations In this module you will: Learn to... By doing activity... Starting on page... And using... Handle an Accident Answer System Book 1 Handle Accidents and Injuries Answer System Book 1 Handle Possible Violent 14-3 Situations 12 Answer System Book 1 Taco Bell Robbery and Crime Prevention Video Handle a Natural Disaster Kit Answer System Book 1 Review Crisis Procedures Answer System Book 1 Handle Equipment and Utility Emergencies Answer System Book 1 Answer System Book Handle Requests from the Media Answer System Book 1 Total Time For hrs. Trainee /2009 STP 2 Trainer s Guide

3 Activity 14-1 Handle an Accident Refer to the following Answer System sections: Book 1: Section G: Accidents & Injuries - Accidents - Team Member Injury - Customer Injury or Customer s Property Damage - Automobile Liability and Damage - Taco Bell Property Damage Page(s): Answer the following questions: 1. What should you do if a Team Member is injured? Assist the injured Team Member Call 911 or emergency services if necessary Remove hazards, make the premises safe 2. What if the Team Member requires medical treatment? Refer Team Member to the designated medical provider network clinic or doctor. STP 2 Trainer s Guide 8/

4 3. After you have helped the injured person, whom should you call to report the accident? Taco Bell Corp restaurants call the Accident Report Hotline at Franchise trainer provide answer, i.e., contact district manager or insurance company 4. Which accidents should you report? Report all accidents even if no medical treatment is required. 5. When should you report an accident? Immediately. 6. What is the first thing you should do if a customer is injured? Provide help to the injured person Call 911 or emergency services, if needed or requested /2009 STP 2 Trainer s Guide

5 7. If a customer is injured, what two things should you NOT do? DO NOT authorize treatment or commit to paying bills DO NOT accept fault for the incident or discuss guilt or liability 8. What information should you write down? The customer s name, address and telephone number The name, address and telephone number of any witnesses The name, address and telephone number of the medical provider if the customer received medical attention Get as much information as you can regarding the injury. 9. Whom should you call to report an accident involving a customer? Taco Bell Corp restaurants call the Accident Report Hotline at Franchise trainer provide answer 10. If the incident is food-related, whom should you call? The QA Hotline at STP 2 Trainer s Guide 8/

6 Review the procedure for handling and reporting accidents involving injuries with your Module Trainer. Ask your Module Trainer to describe any experiences in handling or reporting accidents. Ask your Module Trainer the following questions. Write your answers in the chart below. Topic Where are the phone numbers needed in case of any emergency? Notes Why is it important to report the accident as soon as possible even if no one required medical treatment? Where do you file paperwork related to an accident? When should you notify the RGM or Area Coach? /2009 STP 2 Trainer s Guide

7 Handle Accidents and Injuries Accidents involve emergency situations. They cause high levels of stress and urgency. Not following correct steps may have serious results for the injured person, the Shift Lead, and the restaurant. Know where the emergency procedures are posted or recorded. Even minor accidents can result in: Very large medical costs. Lost wages. Other financial burdens. Proper recording of accidents helps ensure that: The injured customer or Team Member receives proper care, attention and compensation after an accident. The restaurant is protected from unfair liability, fines, costs and legal action. Procedures for Handling Accidents Procedures for handling accidents vary depending on: The nature and seriousness of the accident. Local procedures for getting medical or police help. The threat of more harm or accidents. Documentation and reporting required at your restaurant. STP 2 Trainer s Guide 8/

8 Government Safety Laws Governments have a duty to help keep people safe. To do this, they pass laws that businesses, including restaurants, must follow. These safety laws help provide: A safe and healthy environment for customers. A safe and healthy workplace for Team Members. For example, laws may say that: All Team Members must get safety training. Team Members under a certain age cannot use dangerous equipment /2009 STP 2 Trainer s Guide

9 Activity 14-2 Practice Handling Accidents and Injuries Review the answers to Activity Perform 1 role play with your Module Trainer to practice handling accidents. After role play, your Module Trainer will provide feedback. After reporting accident, save (if applicable). Role Play 1 Situation: You are the Shift Lead Your Module Trainer is a customer The customer trips on the walkway by the door to the restaurant. She says she cannot walk. Take notes when you receive feedback. Decide if the trainee took the following actions during the role play. If not, coach as needed. Did the trainee: Get first-aid for the customer? Show concern and regret without admitting fault? NOT authorize treatment or commit to paying bills? NOT accept liability? Get the proper information from the customer? Explain what would happen next? Document the accident properly? STP 2 Trainer s Guide 8/

10 With your Module Trainer, fill out the blank form to document the incident from Role Play 1. Discuss the following: Scene What should you do? How to prevent A customer spills hot coffee on his hand. He is angry and wants the phone number of the Manager. Get medical help Report and document accident Contact RGM Train team on how full to fill cups Train team to warn customers about hot food or beverages There is a car accident with injuries in the parking lot. Get medical help Contact authorities Contact RGM A Team Member says he hurt his back yesterday when he put away the delivery. Get medical help Report and document accident Provide training on lifting Review storage standards for heavy items /2009 STP 2 Trainer s Guide

11 Handle Possible Violent Situations One of our goals is to give each customer an enjoyable dining experience. But, a possible violent situation can develop without warning. You may have no way to prevent these types of incidents. But you can be prepared to handle them. Make sure: The restaurant is free of safety hazards. All safety and security equipment works. The team follows all security procedures. You have emergency numbers to call. Examples of possible violent situations include: Robbery. Public disturbance. Industrial action/strike. Serious team misconduct. Pressure-group campaigns. Disruptive customers. STP 2 Trainer s Guide 8/

12 Activity 14-3 Handle Possible Violent Situations Refer to the following Answer System sections: Book 1: Robbery Prevention/Handling Robberies Bomb Threat Disruptive Customers Crime Reporting Management Procedures Page(s): Watch the Taco Bell Robbery and Crime Prevention Video. Answer the following questions using available information. Question What is the most important thing to do during a robbery? Answer Cooperate with the robber Do exactly what the robber tells you to do Give the robber whatever he or she wants What should you tell the robber? Tell the robber if there are other Team Members in the restaurant Explain buzzers or timers that make noise As soon as the robber leaves the restaurant and is out of sight, what 2 things should you do? Lock the restaurant Call the police What should you do while waiting for the police to arrive? Ask witnesses to write down what they saw /2009 STP 2 Trainer s Guide

13 Question A caller tells you a bomb is set to go off near your restaurant. What 4 questions should you ask the caller? After you hang up the phone, what should you do? Answer 1. Where is the bomb? 2. When will the bomb go off? 3. When was the bomb placed? 4. Why was it placed? Call the police and follow their instructions. What should you do if a customer is using profanity and yelling at another customer in the dining room? Politely ask the customer to leave. Describe how the buddy system works when approaching a disruptive customer. You approach the customer. If necessary, you can signal a Team Member behind the counter to call the police. List 4 kinds of situations in which you would call the police. 1. A crime is committed against Taco Bell or Team Members. 2. Someone asks you to call the police. 3. A Team Member or customer feels threatened. 4. A fight or verbal threats occur on Taco Bell property. STP 2 Trainer s Guide 8/

14 Activity 14-4 Handle a Natural Disaster Refer to the following Answer System sections: Book 1: Section J: - Preparing for Disasters - Disaster Recovery Page(s): Dicuss Emergency Disaster Kit Answer the following questions using available information. Question Regardless of the type of disaster, what is Taco Bell s number one concern? Answer The safety of customers, Team Members and their families. What should you do if a tornado warning is in effect? What should you do immediately after an earthquake? After a disaster is over, whom should you notify? Warn the Team Members and customers Close the restaurant Move the customers to restrooms Move Team Members to the walk-in Check for injuries Check for gas leaks Check for water leaks Check for fire hazard RGM or Area Coach Answers may vary What should you do if you see looters or other civil disturbances? Call the police and follow their instructions /2009 STP 2 Trainer s Guide

15 Question What items should be kept in the Disaster Prepare Kit? Where do you find a non-electrical phone and Disaster Prepare Kit Answer Non-electrical flash light Radio Non-electrical phone First Aid Kit Manager s office STP 2 Trainer s Guide 8/

16 Activity 14-5 Review Crisis Procedures Review the answers to Activities 14-3 and 14-4 with your Module Trainer. Read each situation and decide what you should do. Complete the chart below. Crisis Situation Natural disaster (such as earthquake, tornado, flood) What should you do? Shut off electrical power if the possibility of fire exists Gather Team Members and customers to one area of the restaurant Follow your restaurant Emergency Disaster Plan, or specific procedures for handling the type of disaster Fire Stay calm Assess if the fire is small or major If small, follow small scale fire procedures If major, follow major fire procedures Assist anyone in immediate danger Inform all Team Members and customers to evacuate the restaurant Sound the fire alarm Call the fire department Tell your RGM / Area Coach Vandals Call authorities Contact RGM / Area Coach Contact Loss Prevention Manager Contact insurance company Schedule repairs and inspection before you open restaurant /2009 STP 2 Trainer s Guide

17 Crisis Situation What should you do? Bomb Threat Use Bomb Threat Checklist Take all bomb threats seriously Do not communicate information to anyone except Managers and authorities Call authorities and follow their instructions Evacuate Team Members and customers STP 2 Trainer s Guide 8/

18 Handle Equipment and Utility Emergencies Equipment failures can make it impossible to meet CHAMPS standards and customer expectations. The failure also can cause food safety hazards. Take action quickly if a piece of equipment fails during your shift. Often you can fix a piece of equipment by checking a few simple things such as the power switch or circuitbreaker. This can avoid costs caused by emergency vendor repairs. If you cannot troubleshoot a piece of equipment, you may need to call a help desk for support or need to call for repairs. Utility failures, such as power outages, can cause food safety hazards and personal safety hazards for your team and customers. Know what to do if there is a power outage or other utility failure /2009 STP 2 Trainer s Guide

19 Activity 14-6 Review Equipment and Utility Issues Refer to the following Answer System sections: Book 1: Handling Emergencies Book 5: Troubleshooting Page(s): Answer the following questions. 1. What type of equipment or utility emergency causes you to shut down your restaurant? No water No hot water Sewage back-up No electricity Gas leak 2. List examples of utility emergencies. No water No hot water No gas No electricity Gas leak STP 2 Trainer s Guide 8/

20 Complete the chart using available information. Equipment or Utility Failure What should you do? Air-conditioning system or furnace Troubleshoot common problems Contact repair company Contact RGM / Area Coach Beverage system Troubleshoot common problems Contact repair company Contact RGM / Area Coach No water Shut down all water until fixed Contact RGM / Area Coach. No hot water Gas leak Evacuate customers and Team Members Contact gas company Contact Area Coach/ RGM Walk-in cooler Make sure you keep door closed as much as possible Troubleshoot common problems Move food items to another restaurant if cooler cannot be fixed right away Contact repair company Contact RGM / Area Coach Sewage back-up Shut down restaurant until problem is resolved and water test is clear Contact health authorities Contact RGM / Area Coach /2009 STP 2 Trainer s Guide

21 Equipment or Utility Failure What should you do? No electricity Shut down restaurant until power comes back on Contact electric company Contact RGM / Area Coach May have to discard some food items in freezer or refrigerator STP 2 Trainer s Guide 8/

22 Activity 14-7 Practice Handling Equipment Failures Check the condition of the major pieces of equipment in your restaurant. Review the answers to Activities 14-5 and Then discuss how to troubleshoot equipment problems. Complete the chart. List the equipment issues you found during your equipment check. Equipment Problem Drinks do not flow out of the beverage dispenser. Fryer does not start. Nothing can be heard through the headset at the drive-thru. To Troubleshoot, Check that Beverage dispenser is plugged in Outlet is working Circuit breaker is on Valves are on CO 2 system is pressurized; change CO 2 if necessary Call for service. Check that Fryer is plugged in Power switch is on Circuit breaker is on Pilot light is lit Gas valve is on Call for service. Check that Beltpack is turned on and volume is high enough Connector from headset to beltpack is secure Battery is fully charge; replace battery, if necessary There is no dust build-up on the battery compartment connectors Circuit-breaker to the system has power /2009 STP 2 Trainer s Guide

23 Activity 14-8 Handle Requests from the Media Refer to the following Answer System sections: Book 1: Talking to the Media Confidential Information Policy / Information Requests Page(s): Answer the following questions: Topic What should you do if a reporter or member of the press asks you questions? Notes DO NOT answer any questions or make any comments. Refer them to corporate office (if applicable) What should you say to members of the media? Explain that you are not authorized to make comments. Instruct reporters to call the Taco Bell Media Line at What should you do if a camera crew starts filming in your dining room? Politely but firmly ask them to stop filming and leave Explain that it is against Taco Bell policy to allow camera crews inside the restaurant Ask them to call the Public Affairs at STP 2 Trainer s Guide 8/

24 Topic What should you do if someone calls saying they are a representative from Taco Bell and need some information? Notes Get the person s name, telephone number and position Verify the information with your Area Coach, franchisee or territory office before giving out information What should you do if a political group wants you to comment on an issue? Politely say that it is against Taco Bell policy for you to comment Instruct the group to call Public Affairs /2009 STP 2 Trainer s Guide

25 Next Steps Meet with your Module Trainer. Now that you have completed all modules in Part 3 Running Great Shifts: Complete the Knowledge Test found in the Certification Book. Review your test answers with your Module Trainer. Your Module Trainer will let you know what the next steps are to complete the Skills Assessment for certification. Complete the section below: Things I need to work on or practice for module certification: Recognition Use a CHAMPS Recognition Card to recognize someone who helped you as you were completing this module. Say what the person did well. Say why you appreciate it. STP 2 Trainer s Guide 8/

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