Page 9 - DB Crisis Management Guide

In the event of an emergency your number one priority is the safety of your Guests and Team Members.
The Manager must make decisions that are in the best interest of everyone in the store when a crisis
occurs, including making the decision to evacuate or close. It is imperative that all Managers understand
their role in a crisis, which is especially important if making contact with the Crisis Hotline or your
ROD/ROM is not immediately possible.

CRISIS HOTLINE: 214.904.2500
EMERGENCY MESSAGE CENTER: 866.332.4451

DEFINITION
Situation has significant potential of immediately and negatively impacting our brand, Guests or Team
Members and has a strong possibility of attracting negative media attention.

PROCESS
 MOD immediately contacts their ROD/ROM.

 If the Manager is unable to reach the ROD/ROM, the Manager will contact the Crisis Hotline.
 If that is unsuccessful, the Manager will contact Margo Manning or April Spearman. (Refer to the Crisis
Quick Guide for contact information.)

 The ROD/ROM will contact the Crisis Hotline, which is managed by the Crisis Team Leader(s).
 The appropriate Crisis Team Leader will activate the Crisis Team and the appropriate Crisis Team
Members will provide direction.
 Situation will most likely require immediate Leadership presence in the store.

EXAMPLES OF A LEVEL 1 CRISIS INCLUDE, BUT ARE NOT LIMITED TO …

 ACCIDENT WITH INJURY OR FATALITY INVOLVING ALCOHOL
 ACTIVE SHOOTER
 BOMB THREAT OR BOMBING
 FIRE (MAJOR, MULTI-ALARM FIRE THAT REQUIRES EVACUATION OR THERE IS EXTENSIVE DAMAGE)
 FOODBORNE ILLNESS – MULTIPLE ALLEGATIONS

 FOREIGN OBJECT IN FOOD (FOREIGN OBJECT IS UNIQUE AND HAS SIGNIFICANT POTENTIAL OF GOING PUBLIC; E.G., USED
BANDAGE OR
ANYTHING WITH THE “GROSS” FACTOR)
 MAJOR CRIME: IN STORE OR ON OUR PROPERTY

 PROTEST OR THREATENING CROWD
 SERIOUS INJURY, ILLNESS OR FATALITY OF GUEST OR TEAM MEMBER AND ANYTHING REQUIRING AN AMBULANCE

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