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Code Pink Standard Operating Procedures

Melissa Wornick
Updated

Document Information

Section: Safety

Chapter: EAP

Article: Code Pink SOP

Issue Date: Nov 2024

 

Revision Date: Nov 2024

Purpose/Introduction

Purpose

The Emergency Action Plan for Code Pink should be used in the event a parent/guardian cannot locate a member in their party.  The Emergency Action Plan for Reverse Code Pink should be used in the event a child/member of a party cannot locate their parent/guardian. 

 

Phases

Fundamentals

Although emergency situations are rare, we must always be ready. It is important to be able to effectively execute the Emergency Action Plan (EAP) when needed. Although each situation is different, many of the steps are the same and should be considered during the execution of the EAP. There are five major steps that are the phases of the Emergency Action Plan:

  1. Investigate
  2. Communicate
  3. React
  4. Escalate
  5. Review

Further guidance regarding Emergency Action Plan phases and key terms used throughout this SOP can be found in the Emergency Action Plan Standard Operating Procedures. 

   

CODE PINK PROCEDURES 

Investigate

Investigate 

  • Gather a description of the missing person
    • Name, age, skin color/ethnicity, hair color, and detailed description of clothing worn.
    • Ask how long he/she has been missing, last known location, and if there are any special considerations (i.e.- special needs).
    • Are there any identifying items they might have with them like an Autism wristband, backpack, stuffed animal they might be holding?
    • Areas of the Resort they really enjoyed and may navigate to.
    • Obtain any recent photos (at GWL if they have it).  

 

Communicate

Communicate

Great Wolf Radio

  • Immediately go to the ALL CALL announce a Code Pink, asking for anyone able to respond to move to the Open Communication channel for further information.
  • Wait 5-10 seconds for all available units to switch to their Open Communication channel. 
  • Give a description of the lost party, making sure to include as much detail as you can about what this person looks like and where they were last scene.
  • Repeat this information every 5-10 minutes until the lost party is found.    

Teams Chat

  • Post a photo, if available, to the Lodge 10 Unit chat with a description of where the lost party was last seen. 

Law Enforcement

  • If the code is not resolved within 30 minutes or at any point the parent/guardian requests, the MOD will call Law Enforcement by dialing 911.  Alert the 10 units looking for the missing party that they have contacted authorities and to follow protocols for building Lock Down

 

React

React

Frontline Pack Members/Supervisors/Managers: 

  • Any available Pack Member/ department 10 Unit leader should switch to their Open Communication channel to listen to the description of the lost person. 
    • A designated Pack Member needs to stay with the parent/guardian until the Code has been cleared and the person found. This Pack Member needs to have a radio and can be mobile.  Example: Guest reports lost person to the Front Desk Agent.  They should contact their 10 unit who can leave the desk and walk with the parent/guardian.  
  • Listen to the radio and stay on the Open Communication continuing to look for the lost person until they are located. 
    • Radio to MOD/Incident Commander when a location has been cleared, or when the lost person has been found. 

Security/ MOD Incident Commander:

  • Security/MOD are not typically the leader calling the Code but should be coordinating efforts to ensure all areas of the Lodge are being searched for the lost person. 
  • Ensure that the location(s) the lost person was last seen and are likely to go to are searched first.
  • Have all 10-Units confirm they are in their areas and searching for the lost person. A checklist of all areas should be completed, ensuring all of the Lodge is being searched. Areas of focus for each department:
    • 100 (Admin Departments)- Assist in large open areas like waterpark and attraction locations.
    • 200 (Housekeeping)- Hallways and staircases.
    • 300 (F&B)- Food outlets and the restaurants.
    • 500 (Aquatics)- Throughout the waterpark.
    • 600 (Retail/Attractions)- All retail and attractions outlets. 
    • 900 (Engineering) – Assist with hallways and staircases/elevators. 
  • Once the lost person has reunited with their parent/guardian an ALL CLEAR should be called over the Open Communication channel.
  • If the Code Pink is escalated, meet with law enforcement once they arrive. 

 

Escalate

Escalate

  • MOD should notify their AGM and GM for all escalated Code Pink situations whenever law enforcement involvement needs to take place.
    • Regional Vice President and Corporate Risk Management should be notified through the Emergency Communication Channel.
  • In the event the Lodge has to go into Lockdown, the following steps should be taken:
    • 10-units are to be monitoring individuals exiting the Lodge and questioning anyone who might meet the description of the Code Pink subject.
    • Stay in designated area until all clear has been given. 

 

Review

Review

Front Line Pack Member/Supervisor/Manager

  • Any Pack Members involved in an escalated incident should complete a witness statement for Security detailing the situation while the facts are fresh in their memory. This should be completed and collected before the end of their shift that same day

MOD/Security

  • MOD will determine who will be following up with the guest.
  • Provide support for the affected family.
  • Evaluate guest impact and approach to compensation if needed.
  • Verify that an Incident Report has been completed if the Code Pink was escalated and law enforcement called.  All witness statement should be gathered. 
  • CCTV/EAVS footage, if available should be saved. 

      

REVERSE CODE PINK PROCEDURES

Investigate

Investigate

  • Gather a description as best you can from the guest who is missing their parent/guardian.
    • If the guest is able to give a room number/last name call Guest Services to try to locate phone number in Opera. 
    • If the guest knows phone number of the parent/guardian obtain number. 
    • All guests are given an RFID wristband.  This wristband can be brought to a POS station, PackApp location at the front of the Waterpark or the Front Desk. If a guest is unable to provide their personal information, scan the RFID band to obtain the name on the reservation, phone number and any additional guest information listed. 
    • Gather a description, if you can, of what the guardian or members of the party look like and is wearing. If unable to describe people/names/phone numbers, they may recall where they put their towel/items down in the waterpark or the last place they were with their parent/guardian.
  • Walk with the guest who is missing their parent/guardian in the area they were found and surrounding areas for 5 minutes.  If the reverse code pink is non-verbal or too young to give a description focus on trying to find someone who is also looking for a lost person.  They typically will look panicked, looking in all directions.

 

Communicate

Communicate

Great Wolf Radio

  • If after a search for the parent/guardian (approximately 5 minutes of searching) is inconclusive go to the ALL CALL channel and announce a Reverse Code Pink, asking for anyone able to respond to move to the Open Communication channel for further information. 
  • Wait 5-10 seconds for all 10 units to switch to their Open Communication channel before communicating any further, allowing all responders to switch to that channel. 
  • Give a description, to the best of your abilities, of the parent/guardians or anyone in their groups, making sure to include as much detail as you can including what the lost person looks like to assist in trying to unify the parties involved.
  • Repeat this information every 5-10 minutes until the lost party is found.

Teams Chat

  • There may be times the lost person is unable to communicate what their parent/guardian looks like. When this occurs taking a photo of the lost person and posting the photo to Lodge 10 unites for those Managers searching for the parent/guardian to aid in their search. As they are speaking to guests in their search this photo can be used to try to show guests in their area to see if anyone identifies the lost party.

 

React

React

Frontline Pack Members/Supervisors/Managers: 

  • Any available Pack Member/ department 10 Unit leader should switch to their Open Communication channel to listen to the description of the parent/guardian. 
    • A designated Pack Member needs to stay with the lost person until the Code has been cleared and the parent/guardian found. This Pack Member needs to have a radio and can be mobile.  Example: Guest reports being lost to the Front Desk Agent.  They should contact their 10 unit who can leave the desk and walk with the lost person.   
  • Listen to the radio and stay on the Open Communication continuing to look for the parent/guardian until they are located. 
    • Radio to MOD/Incident Commander when a location has been cleared, or when the lost person has been reunited.  

Security/ MOD Incident Commander:

  • Security/MOD are not typically the leader calling the Code but should be coordinating efforts to ensure all areas of the Lodge are being searched for the parent/guardian.
  • Ensure that the location(s) the lost person was last seen at is searched first.
  • Have all 10-Units confirm they are in their areas and searching for the lost person’s parent/guardian. A checklist of all areas should be completed, ensuring all of the Lodge is being searched. Areas of focus for each department:
    • 100 (Admin Departments)- Assist in large open areas like waterpark and attraction locations.
    • 200 (Housekeeping)- Hallways and staircases.
    • 300 (F&B)- Food outlets and the restaurants.
    • 500 (Aquatics)- Throughout the waterpark.
    • 600 (Retail/Attractions)- All retail and attractions outlets.
    • 700 (Guest Services)- If the lost person is able to communicate their room number and/or their last name then Guest Services should use Opera and attempt to call the room number provided. If a phone number is listed, then an agent should attempt to call any numbers associated with the reservation as well. 
    • 900 (Engineering) – Assist with hallways and staircases/elevators. 
  • Once the lost person has reunited with their parent/guardian an ALL CLEAR should be called over the Open Communication channel.
  • If the Code Pink is escalated, meet with law enforcement once they arrive.

Law Enforcement

  • If the code has not been cleared after a substantial time MOD will contact Law Enforcement by dialing 911.  Alert the 10 units looking for the missing parents/guardians that they have contacted authorities. 

 

Escalate

Escalate

  • MOD should notify their AGM and GM for all escalated Code Pink situations whenever law enforcement involvement needs to take place.
    • Regional Vice President and Corporate Risk Management should be notified through the Emergency Communication Channel.

 

Review

Review

Front Line Pack Members/Supervisors/Managers

  • Any Pack Members involved in an escalated incident should complete a witness statement for Security detailing the situation while the facts are fresh in their memory. This should be completed and collected before the end of their shift that same day.

MOD/Security

  • Work with law enforcement/social services to determine appropriate plan to care for the guest.
  • Verify that an Incident Report has been completed if the Reverse Code Pink needed to be escalated.  All witness statements should be gathered. 
  • CCTV/EAVS footage, if available should be saved. 
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