Zingle EAP Standard Operating Procedures

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

ZINGLE COMMUNICATION

Zingle Communication

Zingle is a messaging platform the lodges use for communicating with Guests. For emergency situations Zingle should be used to notify and instruct Guests on how to proceed. There are pre-populated templates for different emergency situations.

Access standardization and user privileges
In Zingle, some positions need to have the ability to deliver group messages to all in-house Guests.  For example, a Night Auditor may need to provide an All-Clear message after a fire alarm event.  Directors of Guest Services must audit their user list and remove the group messaging capabilities from non-supervisor roles.  Additionally, some users need to have their roles upgraded to Admins to access Auto Responder during a special event. 

Zingle Training overview -Video - User Management | Zingle Help Center

Group messaging roles

• Guest Services supervisors, managers, and directors
• Night Audit
• MOD
• Security
• GM/AGM

Admins

• Guest Services supervisors, managers, and directors
• Night Audit
• MOD
• Security
• GM/AGM'

HOW TO SEND A GROUP MESSAGE 

Sending a Group Message

To send a group message, select the +NEW button and choose New Message.

Type out the name of the Segment of Guests to message.  For example, there is a segment for hotel – checked in and day pass – checked in.  The segments description will show the number of contacts included.  Messages will be sent to the active channels for the selected contacts. 

Use the Insert Template option to select one of the pre-populated templates

The templates are in alphabetical order, and the event templates are list as emergency. 

Once the appropriate template is selected, choose Send to deliver the messages.  There is a 1 second per message delivery, and the messages will take time to reach all contacts.  Do not send multiple group messages simultaneously.  Sending multiple group messages can cause significant delays in outgoing communication. 

How to set an Auto Responder during an event
Admin settings for your Zingle service can be managed only by Administrators from the user menu. Select your service name/initials at the top of the screen and Admin Settings.

The “autoresponder” function is based on working hours.  So, anyone that messages the property outside of those hours receives the message. 

Example Scenario

 A fire alarm event occurs at 3:00 pm CST.  Set the time for earlier in the day to ensure that all messages receive the response.  The system is from 2:30 pm to 3:00 pm.  After adding the working hours, select Save Changes. 
Once the event concludes, delete the hours set by selecting the X and choosing Save Changes.

EMERGENCY TEMPLATES 

Emergency Templates

Emergency: Active Shooter –Alert Message	Potential active shooter at Great Wolf Lodge. Run, Hide, Fight in that priority. Evacuate if safe route exists, or seek secure area. More guidance at http://bit.ly/2lKQCVG. (Text Below)
Active Shooter - Expanded Text on Site	You are receiving this message because there is reason to believe there is a potential active shooter situation at Great Wolf Lodge.  These situations are extremely variable so at all times be assessing your immediate area and determining the safest possible course of action. US Department of Homeland Security teaches to Run, Hide, Fight in that order of priority.  The first goal is to Run to a Safe Place.  If you have a clearly safe path to evacuate Great Wolf Lodge you should do so and run to a secure external area.  If you do not have a clearly safe evacuation route out of Great Wolf Lodge, seek a secure area within the facility (for example, a locked guestroom or employee area) and shelter in place away from doors and windows until you believe you have a clearly safe evacuation route or receive notification that the emergency situation is concluded.  Turn off lights and remain as quiet as possible while hiding. We will provide updates as available.
Emergency: Active Shooter – All Clear	The active shooter threat has concluded. If you are in the facility please remain in your location until law enforcement or a Pack Member instructs you to exit.
Emergency: Code Red (Fire) Evacuation – Not In Water Park	A fire alarm triggered at the Lodge. Calmly exit at the nearest exterior doorway. If you are in the water park you may choose to evacuate or remain unless directed.
Emergency: Code Red (Fire) – Full Evacuation	A fire alarm has been triggered at Great Wolf Lodge. Please calmly exit through your nearest exterior doorway and await further direction.
Emergency: Code White (Severe Weather) – All Clear	The severe weather warning has ended and it is safe to resume normal operations. Your safety is our top priority and we thank you for your cooperation.
Emergency: Code White (Severe Weather) – Internal Evacuation	There is severe weather in the area. All Guests should locate to designated shelter areas. Please locate a Pack Member or report to the lobby for direction.
Emergency: Hotel Evacuation – All Clear (Code Black, Orange or Red)	You are now clear to enter the Lodge. We apologize for the inconvenience. Please understand the safety of our Guests and Pack is our top priority.
Emergency: Hotel Evacuation – General (can be applicable for Code Black or Orange)	There is an emergency situation at the Lodge that requires all Guests to evacuate the building. Calmly exit through your nearest doorway and await further direction.
Emergency: Lodge Lockdown – All Clear	We have been notified that the emergency situation is resolved and normal operations may resume, but there may be a continued police presence in the area.
Emergency: Lodge Lockdown – Emergency Situation Nearby (Active Shooter, Active Crime Scene, etc.)	We have become aware of an emergency situation nearby the Lodge and are encouraging all Guests to enter and remain inside the Lodge. Updates to follow.