Emergency Action Plan Standard Operating Procedures

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

Purpose

Purpose 

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. The Emergency Action Plan outlines how emergencies should be reported and responded to minimize harm to our Guest, Pack Members, and property.

Key Terms for all Emergency Action Plan SOPs

Key Terms

Incident Commander–is ultimately responsible for leading the EAP and coordinates all incident operations. Typically, the MOD fills this role in an emergency.

10-Unit – The manager and/or supervisor that is serving as the departments on duty manager at the time.

Evacuation – When people are required to leave the entire or partial part of the building due to conditions making it no longer safe to remain inside the building or that specific part of the building. This requires all occupants to move out and away from the area.

Shelter-in-Place – Finding a safe location indoors (typically a small interior room, with few or no windows) and taking refuge until you are given an "all clear" or told to evacuate. It does not always mean sealing off your entire office/location.

Lodge Lock Down – A temporary emergency measure in which people are temporarily prevented from entering or leaving the building during a threat (active shooter reported in the area, escalated missing child). Lock down will limit exposure of an armed intruder or similar threatening situations. Doors are to be locked and managers will report to their assigned doors and not allow entry or exit to anyone until the "all clear" has been given.

Phases of the Emergency Action Plan

Fundamentals

There are five major steps that are the phases of the Great Wolf Lodge Emergency Action Plan (EAP).

1.         Investigate

2.         Communicate

3.         React

4.         Escalate

5.         Review

The phases of emergency management are designed to facilitate an appropriate, timely and effective response to emergencies. One of the biggest challenges with all emergency situations is the need to be prepared for a wide range of possibilities. The goal of the Emergency Action plan is to ensure safety by preparing for all possible types of situations using these phases when an emergency occurs.

Investigate

Investigate

When we first identify or are notified of an emergency, the first step is to get an understanding of what is happening and the severity of the emergency. During this stage of the process, you want to identify the “who, what, and where” in preparation for your upcoming actions.

Basics steps to Investigating the emergency:

•  Ensure the safety of the Guests & Pack Members.
•  Determine and understand severity of incident.
•  Decide if 911 needs to be called.
• If you are not the MOD, verify that the MOD has been notified.
•  Verify first responders (Aquatics for medical emergencies) are on their way.
• Interview any relevant pack members to understand the full story.
• Find out who has been impacted by the incident.

Communicate

Communicate

Communication is the essential second step in the process. Communication can be described as the right information to the right person at the right time. Once you realize there is a situation or an emergency, you will need to communicate with other Pack Members, Supervisors and Managers to inform them of the situation and activate the EAP.

Basics steps to Communicating the emergency:

• Ensure 911 (if applicable) has been called.
•  If needed, notify all of management through the ALL CALL channel.
• Consider meeting with all 10-units to discuss incident and next steps.
•  Proactively communicate with affected parties (guests or pack members).
•  Explain what we know at this time.
• Acknowledge if they have been impacted by the incident and assure them, we will take care of them.
• Share what activities/resources are available during the emergency situation.

React

React

Only after the issue has been detected and the information has given to the right person(s) in the appropriate time frame can an effective response be initiated. Often times in an emergency, we are reactive but there are things we can do to be proactive by looking at the whole picture. Look at the incident as a whole to determine what short term and long-term actions may be necessary.

Basics steps Reacting to the emergency:

•  If MOD/Incident Commander, position yourself to oversee the entire emergency.
• If not the Incident Commander, make yourself available to assist.
• Verify that your department is equipped and prepared to respond to guests and other pack members as needed.
• Try and determine what actions may be needed at every stage of the resolution process.

Escalate

Escalate

It is important that emergency situations are reported to the appropriate parties to ensure the right messaging and resources are provided to manage the circumstances.

Basics steps to take to Escalate the emergency:

• Verify that the GM/AGM has been notified
• Depending on the emergency, Corporate Risk Management and your RVP may need to be notified.
• The Corporate team is a resource and able to provide you with next steps and additional guidance.

Review

Review

Once you determine there is no further action required to resolve the situation, review the incident.

Basics steps Reviewing the emergency:

• Evaluate impact to Guest, Pack and property.
• Verify that any required reports have been completed and collected for your area.
• Gather additional information that may be pertinent following the incident.
• Checking cameras, speaking with Pack Members involved, following up with HR etc.
•  What is the impact to the affected parties?
• Consider Guest impact and if a compensation plan needs to be developed. 
• Guests/Pack Members can be impacted physically or emotionally.
• If needed, debrief the incident with the management team.

Summary of the 5 Phases 

Summary

• Investigate – Get an understanding of what is happening and the severity of the emergency.
• Communicate – Notify the immediate personnel that need to know about the emergency.
•  React – Respond to the emergency with Guest and Pack Member safety in mind.
• Escalate – Follow up with the appropriate Pack Members
• Review – Manage the Guest/Pack impact and complete additional follow up.