Page 10 - DB Crisis Management Guide

DEFINITION
Situation is less likely to immediately cause brand damage, but has the potential of escalating if not
handled correctly.

PROCESS

 MOD immediately contacts their ROD/ROM.
 The ROD/ROM will contact the Crisis Hotline, which is managed by the Crisis Team Leader(s).

 The appropriate Crisis Team Leader will notify the Crisis Team and, if necessary, appropriate Crisis
Team Members will provide direction.

EXAMPLES OF A LEVEL 2 CRISIS INCLUDE, BUT ARE NOT LIMITED TO …

 ALCOHOL SERVICE TO A MINOR, INCLUDING CHILD
 BURGLARY

 COMMUNICABLE DISEASE — TEAM MEMBER
 DISCRIMINATION OR HARASSMENT ALLEGATION
 EVACUATING THE STORE
 FIRE (ALL FIRES EXCEPT MAJOR, MULTI-ALARM)
 GOVERNMENT NOTIFICATION
 HEALTH DEPARTMENT VIOLATION OR CLOSURE
 ILLEGAL MINOR OR UNAUTHORIZED WORKER

 NETWORK SECURITY BREACH
 SHELTER-IN-PLACE
 WATER EMERGENCY (MAJOR)

DEFINITION
Situation has limited potential of negatively impacting the brand, but can quickly escalate if not handled
correctly.

PROCESS

 Follow the standard reporting procedures:
 MOD will notify their ROD/ROM.
 MOD will notify the GM, if applicable.
 Complete Electronic Incident Report (found on “Inside the Fun” – soon to be “FunHub”), if applicable.
 The ROD/ROM will contact the appropriate department if additional direction or assistance is needed.

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