Code Black Standard Operating Procedures

Section: Safety	Chapter: EAP	Article: Code Black SOP
Issue Date: Nov 2024		Revision Date: Oct 2024

Purpose/Introduction

Purpose 

The Emergency Action Plan for Code Black outlines procedures for what do in cases of reasonable suspicion or witnessing a potential Bomb Threat in the building.

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 EAP Standard Operating Procedures

Investigate

Investigate

Bomb threats can be received by live interaction (e.g., phone conversation or in-person), recorded communication (e.g., voicemail, email, physical letter), or any other form of communication (e.g., suspicious package is identified in the Lodge, or an indirect threat that a portion of geographic area is under bomb threat).

Phone or In-Person Threat

If a bomb threat is received by phone at any location, the individual answering the phone should use the Bomb Threat Checklist. Obtain as much information as possible from the caller.  Try to answer all of the questions on the checklist.

• Remain calm. Listen carefully. Do not disrupt the caller. Keep the caller on the line for as long as possible. DO NOT HANG UP, even if the caller does.
• Try to keep the caller talking to learn more information. Ask the caller to repeat the message.
• Try to get exact words of the caller and the threat.
• Write down the incoming phone number from the Caller ID.
• Do NOT transfer the call.

Suspicious Bag or Package

If a suspicious device, package, or object is found leave where located. Do not touch or leave the area until area is secured. 

Signs of Suspicious Package:

• No return address. Incorrect titles.
• Restrictive Markings.
• Misspelled words. Poorly handwritten.
• Foreign postage. Excessive postage.
• Strange odor. Strange sounds. Strange Color
• Left in location for a long period of time, undisturbed.

 If a Recorded Communication (Voicemail, Handwritten, Email, Social Media) Threat  

• Save all materials received. Handle note as minimally as possible.
• Note where the item was found, the date and time, any situations or conditions surrounding the discovery, and any other person who may have seen the threat.
• Do not delete the message.
• If an email, leave the email open until assistance arrives if possible.
•  If a social media post, note the name of the person making the threat and the application (Facebook, Instagram etc.) they used to make it.  Take a screen shot or photograph of the post.
• Record the exact working of the threat as it was posted.
• Notify the General Manager or MOD immediately.   

Evaluating the Credibility of a Threat

 A critical component of Code Black is arriving at a position on the credibility of the threat.  In all instances, Lodge leadership should default to the directions of law enforcement if they are taking a leading role in handling the situation.

However, early in the process law enforcement may ask Lodge leadership for their perspective on credibility.  In other instances, law enforcement may not engage on the threat and leave any decisions to Lodge leadership.  In those instances, the following factors should be considered in evaluating the credibility of a threat:

• The more detail that was conveyed in the threat, the more credible the threat.  A simple threat alleging a bomb is onsite is not as credible as a threat that gives as specific location, description, and/or demand in connection with the threat.
• Has there recently been anyone disgruntled with the Lodge?  Was a threatening employee recently terminated, or was there a guest that was recently threatening? 
• Has anyone reported suspicious activity or a suspicious package?
• Are there any other facts or circumstances that make you feel this is a credible threat?

Communicate

Communicate

Front Line Pack Members/Supervisors/Managers

Phone or In-Person Threat

• If you receive a bomb threat over the phone, immediately notify the MOD. 
  • If you cannot notify the MOD yourself, get someone else to notify them. 
• Note the exact time of the call.

Suspicious Bag or Package

• For suspicious packages notify the MOD immediately.
• Do not use two-way radios or cell phones. Radio signals have the potential to detonate a bomb.

If a Recorded Communication (Voicemail, Handwritten, Email, Social Media) Threat

• • Notify the MOD immediately.

MOD

Phone or In-Person Threat

• • The MOD will call 911 and notify the General Manger.   
  • The MOD will call for all department MODs to gather at the Front Desk, or designated meeting point, immediately.  Do not state over the radio that there is a bomb threat and avoid using “Code Black”. You do not want to create widespread panic.
  • The PBX operator will also notify the department 10 units without radios to come to the Front Desk for further direction from the MOD. 

Suspicious Bag or Package

• The MOD will call 911 and notify the General Manger. 
• MOD will designate someone to either observe the package from a distance or on CCTV/EAVS cameras while waiting for law enforcement to arrive.   
• Attempt to keep the immediate area surrounding the package free of any Pack or Guests.
• The MOD will call for all department MODs to gather at the Front Desk, or designated meeting point, immediately.  Do not state over the radio that there is a bomb threat and avoid using “Code Black”. You do not want to create widespread panic.
• The PBX operator will also notify the department 10 units without radios to come to the Front Desk for further direction from the MOD. 

If a Recorded Communication (Handwritten, Email, Social Media) Threat

• The MOD will call 911 and notify the General Manger.   

A Lodge evacuation will not always be necessary, however if the threat is found to be credible or a suspicious item is found that could be a potential bomb, then a full evacuation may be recommended. MOD will work with Law Enforcement to determine the appropriate action.

If Law Enforcement will not come on site to assist, contact GM immediately and MOD and GM will work with the Corporate team to determine the next steps.

PA (Public Address) Systems may be used in the event of a building evacuation

Do not pull the fire alarms to evacuate the building, unless specifically directed to do so by emergency personnel.

• • A Public Address System (PA System) is an electronic sound amplification and distribution system which is used to allow Pack Members to address the unique and segmented layouts of our properties through the use of a microphone and/or pre-recorded messages.  
  • MOD should activate External Evacuation announcement to the affected areas 
  • PA Systems that allow for pre-recorded messages to be activated remotely should be initiated with the building evacuation pre-recorded emergency message.  
  • PA Systems that allow for pre-recorded messages but require the physical presence of a Pack Member at the system should be initiated with the building evacuation pre-recorded emergency message. 
  • PA Systems that require a Pack Member to speak through an enunciator at the location of the system should be initiated by clearly reading the script posted at the panel. 

Zingle SMS Notification

• Pack Members with access to Zingle for purposes of sending out emergency communications should do so in the Zingle SOP
  • Roles with appropriate Zingle access
    • Guest Services supervisors, managers, and directors
    • Night Audit
    • MOD
    • Security
    • GM/AGM
• Zingle can be initiated via its application from anywhere. Within Zingle there is a pre-programmed message to address a Code Black situation that can be activated quickly as explained in the Zingle SOP.
  • There is a 1 second per message delivery, and the message will take time to reach all contacts. Pack Members with access are trained to not send multiple messages simultaneously. Sending multiple group messages can cause significant delays in outgoing communication

React

Re

Every bomb threat should be treated as a critical incident until proven otherwise.

If law enforcement is not engaging to take a leading role or deferring to the Lodge to handle the situation:

• MOD should identity a team of Directors and Managers to perform a visual search of public areas for any suspicious package or evidence of recent suspicious activity, or if a specific area of the Lodge was identified in the threat, target that area for visual search.
• If any details on timing or area of Lodge were included in the threat, review CCTV / EAVS footage for any suspicious activity
• If no suspicious package or activity is identified and the credibility and the factors for credibility of the threat are not present, the Lodge has discretion to determine the threat as incredible and not order an evacuation.  However, the situation should continue to be closely monitored for any additional threats or suspicious activity over the next 24 hours.  Communicate to law enforcement the results of your internal investigation and conclusion – if law enforcement then engages with different direction, follow those directions.

If law enforcement is taking a leading role, the below roles and responsibilities can be used as guidance but all should follow any directions given by law enforcement if in conflict with the below guidelines.  All departments not notified below for specific roles and responsibilities should follow Front Line Pack Member guidance. 

act

Frontline Pack Members

• If told to do so by law enforcement or MOD, follow the emergency evacuation procedures listed in the External Building Evacuation Checklist It is important to remain calm. Assist Guests as needed and when asked, please reply “we are investigating the situation, but we ask you leave the building via the nearest stairwell exit”. Do not at any point state there is a bomb or say Code Black if aware of the situation.
• All Pack Members will report to the Rally point designated by law enforcement as a safe zone and meet their supervisor for their respective department.
  • Stay in Rally point area to check in with your Supervisor.  Unless directed to do so, do not get into your vehicle and leave.  

Supervisors/Managers:

• If an evacuation order is given, ensure that all their areas are being evacuated based on the External Building Evacuation Checklist
• Proceed to the Rally Point to meet their Pack Members.
• Complete a Roll Call based on their rosters for the day and ensure all Pack Members are accounting for. The MOD will call for each department to confirm that they are all clear.

Specific Department Roles and Responsibilities: 

Guest Services

• Generate emergency reports and only answer calls from in-house and emergency phones.
• Guest Services personnel should stay at the Front Desk if safe to do so to assist Guests.  Answer phones explaining: “We have police on property, but we ask you to leave the building via the nearest emergency exit”.  Do not at any point state there is a bomb or say Code Black if aware of the situation.
• Notify Security of all handicap accessible/ADA rooms occupied during evacuation. 
• If there is an immediate threat, Guest Services personnel should evacuate immediately.
  • Agents should then evacuate to the designated rally point.

Aquatics

• If an evacuation order is given, follow all Evacuation Procedures based on the External Building Evacuation Checklist
• Ensure all pools and attractions are cleared.
• Bring an adequate number of full towel bins for Guests to the Rally Point.
• Bring the trauma bag to assist in any potential injuries/medical emergencies.

Security

• Report to emergency services response site to help with clearing traffic for responding vehicles. 
• Gather handicap accessible/ADA room list from Guest Services.  Assist any rooms that may need help evacuating.
• Ensure perimeter of facility is secure and do perimeter walks based on guidance from Police Department.

MOD Incident Commander

• Ensure that all areas have been evacuated
• Direct all Pack Members to change to OPEN COMMUNCATION on the Radio but cease radio chatter unless absolutely necessary. Should we talk through this?  If a radio can detonate the bomb then wouldn’t we want to not use it at all?  Or maybe state if law enforcement has stated it is safe to do so:  direct all pack…
• MOD will perform a Roll Call, going through each department to confirm that they have evacuated, and all Pack are accounted for.

Escalate

Escalate

• MOD should notify their AGM and GM for all Code Black Incidents.
  • Regional Vice President and Corporate Risk Management should be notified through the Emergency Communication Channel.

Review

Review

Once we receive all clear from the Police Department:

MOD/Security 

• MOD should assist in ensuring Guests and pack reenter the building calmly and orderly.
• Security should assist at the entrance to the waterpark with Guest reentry.
• Evaluate Guest impact and approach to compensation if needed.
• Verify that an Incident Report has been completed for the Code Black.   All witness statement should be gathered. 
• CCTV/EAVS footage, if available should be saved. 

Supervisor/Manager 

• Supervisors should do a Roll Call ensuring all Pack is accounted for.
• Department 10 unit will verify with MOD that all Pack has re-entered the building or if any are still not accounted for. 
  • Manager will partner with MOD in the event there are unaccounted for Pack Members before re-opening attractions. 

Front Line Pack Members

• Pack should reenter the building and proceed to perform all opening inspections again and prepare to reopen all outlets.
• Front line 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.

If there is damage due to a bomb:

MOD Incident Commander/ Director of Engineering:

• When the threat has been neutralized and there is damage to the property the Director of Engineering, or designated Pack Member, should obtain approval from the fire department and law enforcement to assign a clean-up detail.
• Damage Report:
  • The Director of Engineering should provide a detailed damage report with an estimate of repair costs together with the time required to re-open the area for business. The Director of Finance shall prepare a report assessing the total cost of fire damage including repairs, replacement costs, loss of revenue and all such cost implications

In any Lodge Emergency the Corporate team will provide support and guidance throughout the entire process. The General Manager and MOD will work directly with this support team to give any additional direction.