Code Green Standard Operating Procesures

Melissa Wornick

Updated February 24, 2025 20:09

Document Information

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

Purpose/Introduction

Purpose

The Emergency Action Plan for Code Green should be followed for any verbal or physical altercation. In all Code Green situations, the priority is always Pack Member and Guest Safety.

Definitions

Code Green: Is a verbal altercation, which is defined as a noisy argument or disagreement between two or more persons.

Code Green Emergency: Is a physical altercation or a weapon present. A physical altercation is generally a confrontation, struggle or physical aggression that may or may not result in injury, between two or more persons. Physical altercations are distinguished from verbal altercations by the use of physical force or contact.

De-escalation: The use of communication or other techniques during an encounter to decrease the intensity of a potentially violent situation without using physical force.

Belligerent: can be defined as hostile and aggressive. Synonyms include argumentative, combative, confrontational, and threatening.

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:

Investigate
Communicate
React
Escalate
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 GREEN-VERBAL ALTERCATION

Investigate

If you observe a dispute or are notified of a verbal altercation in progress, send Security to investigate. This can be between two individuals or a group of people.
Have the disputing parties been separated?
Are they Guests of the Lodge or Pack Members?
Is crowd control needed?
If notified of an altercation from a guest or another PM, stay at your current location and call Security to investigate before moving onto the communication section.

Communicate

Great Wolf Radio

Go to the MOD/Security Channel and call “Code Green and your location” over the radio.
Once MOD/Security arrive on scene they will call a Code Green if they need further assistance.

Medical Attention

If a Guest requires medical attention, contact Aquatics (510). If the Guest is in a life-threatening situation, call 911 immediately.
This should be followed by an ALL CALL that there is a “Code 3 for a Code Green” at your location using the guidance found in the Code 1,2 or 3 Standard Operating Procedures

Law Enforcement

If at any point the individual becomes belligerent or threatens violence, immediately contact Law Enforcement by dialing 911.
This should be followed by an ALL CALL on the radio that the “Code Green has been escalated to a Code Green Emergency and state your location.” Use the following guidance below in this article for Code Green Emergency procedures.

React

Front Line Pack Member/Supervisor/Manager

Observe from a safe distance until Security and MOD arrive. Be prepared to provide relevant information to Security and Management about the situation. You may be asked to complete a witness statement following the incident.
If possible, attempt to separate the parties having a verbal altercation from a safe distance.
- Only attempt to separate if you feel you will not be placed in harm’s way or escalate the matter further.
- Never attempt to engage if there is not another Pack Member present.
Pack Members in the area should make every effort to keep other Guests from participating and should standby to assist the MOD/Security, if necessary, with crowd control.
If at any point you feel your safety is threatened leave the area and wait for law enforcement.

MOD/Security

MOD/Security, with the help of secondary responders, will approach the participants and try to separate the parties and seek to understand what has happened and how to resolve it.
Attempt to de-escalate the situation, by actively listening to the parties, monitoring your body language and be aware of the surroundings and environment. If possible, move the parties into an area out of the view of other Guests.
If de-escalated, remind Guests to remain separate and that further altercations could result in being asked to leave the resort.
Ensure the area is secure and other guests are not impacted by this altercation.
If the altercation does not calm down, explain to the disputing parties that if they do not cease, the police will be notified for the safety of the other Guests in the lodge.
If the individual becomes belligerent or threatens violence, immediately contact local law enforcement and escalate to a Code Green Emergency.
Ensure a Pack Leader is able to meet Law Enforcement upon arrival to direct them to the situation and provide any necessary information.
Law Enforcement will assume control of the situation upon their arrival and will provide any additional direction.
If at any point you feel your safety is threatened leave the area and wait for law enforcement.

Escalate

MOD should notify their GM of any Code Green Verbal situations.
- Evictions for the Code Green incident are determined at the Lodge’s discretion.
- The Regional Vice President and Corporate Risk Management should be notified through the Emergency Communication Channel if eviction is necessary.

If the situation involves a Pack Member, the Director of Human Resources and the Department Director should be contacted.

Review

MOD

The MOD should evaluate how the situation impacted Pack Members and/or Guests to determine appropriate next steps.
Verify that a Security Incident Report has been completed. All witness statement should be gathered.
Evaluate any Guest impact and approach to compensation or reallocation of Guests as needed.
Work with law enforcement to resolve the situation. If an eviction is warranted, the GM must be notified prior to the eviction and issue notice of the criminal trespass warning

Security

Security Pack Members are to complete a Security Report ensuring all supplemental information is collected an included in the report. Examples of these items would be police information, pictures or footage of the incident or witness statements from Pack Members.
CCTV and/or EAVS footage, if available and relevant, should be saved.

Front Line Pack Members

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

CODE GREEN- EMERGENCY

Investigate

You are notified or witness a physical altercation taking place or weapon present. This can be between two individuals or a group of people, or someone reporting the presence of a weapon.
What type of physical altercation is taking place?
Are they Guests of the Lodge or Pack Members?
Is crowd control needed?
Have the disputing parties been separated?
Is there a weapon present? What type of weapon?
If notified of a physical altercation or a weapon observed from a Guest or another PM, stay at your current location and call a Code Green Emergency.

Communicate

Great Wolf Radio

Weapon Present

Immediately go to the ALL CALL channel and announce, “Code Green Weapon” and your exact location.
MOD will ensure all available 10 Units are switching to the “Open Communication” channel for further instructions.

Physical Altercation

Immediately go to the” ALL CALL channel and announce, “Code Green Physical” and your exact location.
MOD will ensure all available 10 Units are switching to the Open Communication channel for further instructions.

Medical Attention

If a Guest requires medical attention and the area is safe contact Aquatics (510). If the Guest is in a life-threatening situation, call 911 immediately.
This should be followed by an ALL CALL that there is a “Code 3 for the Code Green Emergency” at your location using the guidance found in the Code 1,2 or 3 Standard Operating Procedures

Law Enforcement

When the ALL CALL is announced the MOD will immediately ensure 911 has been contacted.

React

Weapon Present

Front Line Pack Member/Supervisor/Manager

All Pack Members should move away from the situation immediately to a safe place and 911 should be called.
There should be NO engagement from Pack Members if a weapon is present. Attempt to move surrounding Guests and Pack Members away from the area to a safe place.

MOD/Security

Ensure a Pack Leader is able to meet Law Enforcement upon arrival to direct them to the situation and provide any necessary information.
- Law Enforcement will assume control of the situation upon their arrival and will provide any additional direction.
Try and keep the area clear and other Guests and Pack away from the situation evacuation of the area may be necessary.

Physical Altercation

Front Line Pack Member

Observe from a safe distance until Management, Security, or MOD arrive. Be prepared to provide relevant information to Security and Management about the situation. You may be asked to complete a witness statement following the incident.
Pack Members in the area should make every effort to keep other Guests from participating and should standby to assist the MOD/Security, if necessary, with crowd control.
If at any point you feel your safety is threatened leave the area and wait for law enforcement.

MOD/Security

MOD/Security, with the help of secondary responders, will approach the participants and try to separate the parties and seek to understand what has happened and how to resolve it.
Attempt to de-escalate the situation, by actively listening to the parties, monitoring your body language and be aware of the surroundings and environment. If possible, move the parties into an area out of the view of other Guests.
If de-escalated, remind Guests to remain separate and that further altercations could result in being asked to leave the resort.
Ensure the area is secure and other Guests are not impacted by this situation.
If at any point you feel your safety is threatened leave the area and wait for law enforcement.
Ensure a Pack Leader is able to meet Law Enforcement upon arrival to direct them to the situation and provide any necessary information. Law Enforcement will assume control of the situation upon their arrival and will provide any additional direction.

Escalate

MOD should notify their GM of any Code Green Emergency situations.
- Evictions for the Code Green incident are determined at the Lodge’s discretion.
- The Regional Vice President and Corporate Risk Management should be notified through the Emergency Communication Channel if eviction is necessary.
If the situation involves a Pack Member, the Director of Human Resources and the Department Director should be contacted.

Review

MOD

Work with law enforcement to resolve the situation. If an eviction is warranted, the GM must be notified prior to the eviction and issue notice of the criminal trespass warning.
The MOD should evaluate how the situation impacted Pack Members and/or Guests to determine appropriate next steps.
Verify that a Security Incident Report has been completed. All witness statement should be gathered.
Evaluate any Guest impact and approach to compensation or reallocation of Guests as needed.

Security

Security Pack Members are to complete a Security Report ensuring all supplemental information is collected an included in the report. Examples of these items would be police information, pictures or footage of the incident or witness statements from Pack Members.
CCTV and/or EAVS footage, if available and relevant, should be saved.

Front Line Pack Members

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

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.

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