INCIDENT RESPONSE & INCIDENT INVESTIGATION

INCIDENT RESPONSE First Aid –On-time treatment –Minor treatments- (small cuts, scrapes, etc.) –Minor medical incidents Complete incident report form or first aid log Keep for Internal Records/Trending

INCIDENT RESPONSE Standard Incidents –Minor injuries –Injured party not alleging fault –No perceived liability or negligence –No need for additional medical treatment Complete incident report Send to claims administrator

INCIDENT RESPONSE Red Flag Incidents: –Requires further medical treatment –Liability or negligence may be involved –Injured is giving fault to facility –Significant property damage –Allegations of premises defect

INCIDENT RESPONSE Initial Response to the Scene –Develop communication system that ensures a quick response without event staff employees to leave their zone –Log response times for medical, security, maintenance, and cleaning related calls Time dispatched Time on scene Time call outside resources called Time call ended

INCIDENT RESPONSE What to do: –Okay to have discussions with the involved person Do provide care and comfort Do get the victim prompt medical care or provide first aid Okay to think in terms of customer service – not admitting liability

INCIDENT RESPONSE What not to do: –Do not discuss fault or apologize for the accident –Do not create unrealistic expectations –Do not discuss “taking care of things” –Do not argue or debate Indicate only concern is to provide treatment if necessary –Do not talk about other similar situations The “it happens all the time” comment –Do not mention insurance –Do not discuss the incident with people not involved Make sure that all employees are aware of this policy!!!

INCIDENT INVESTIGATION Scene Procedures: –Observe the scene – (scene size up) –Ask questions – (get detailed description of what happened: before, during and after the incident) –Find witnesses – (ask “did anyone see what happened?”- do not ask for “witnesses”) –Notice all employees involved – (document at this point) –Show concern and caring – (be courteous and helpful) –Protect other guests from injury

INCIDENT INVESTIGATION Incident Investigation Procedures –Consider taking color/dated digital photos –Prevent further injury –Preserve evidence –Interview employees and/or witnesses – document –Complete incident report ASAP – sooner = fresher recall –Gather all pertinent information Medical report Incident report Witness statements – names and addresses of all involved Documentation of pertinent safety inspections

INCIDENT INVESTIGATION Questions to ask… –Who –What –When –Where –How –Why

INCIDENT INVESTIGATION Who… –Was involved in the accident? –Was injured? –Witnessed the accident? –Reported the accident?

INCIDENT INVESTIGATION What… –Happened? –Evidence was found? –Was done to secure the scene? –Was done to prevent a recurrence? –Level of medical care was required? –Did others contribute to the accident? –Did witnesses see? –Safety rules were violated? –New safety rules or procedures are needed?

INCIDENT INVESTIGATION When… –Did the accident happen? –Was the accident reported? Where… –Did the accident happen? –Where witnesses when the accident occurred? –Does this condition exist?

INCIDENT INVESTIGATION How… –Did the accident happen? –Did employees get injured? –Could this accident been avoided? –Can similar accidents be avoided? Why… –Did the accident happen?

INCIDENT INVESTIGATION Incident Report Writing Tips: –Complete as soon as possible –Write down only the facts –Be clear and concise

INCIDENT INVESTIGATION Complete as soon as possible –Capture information while people are still at the scene –Gather witness statements from patrons –Names of all involved –Addresses and phone numbers

INCIDENT INVESTIGATION Write down only the facts –Report should be based only on what is known to be true –Remain objective –Do not speculate –Do not give opinions –Do not state what you were told as fact

INCIDENT INVESTIGATION Example # 1 –Opinion: It looked like the man might have been intoxicated –Better: The man stumbled down the stairs and slurred his words Example # 2 –Opinion: The man appeared to be okay after he fell –Better: After I saw the man fall, he got up and told me he was okay.

INCIDENT INVESTIGATION Example # 3 –Not this: Patron slipped in the puddle of water on the steps –This: Patron stated “I fell in a puddle of water on the steps.”

INCIDENT INVESTIGATION Clear and Concise –Write down the facts as they occurred in chronological order –Use clear language –Use ordinary words and short sentences –Avoid being wordy –Include only pertinent facts –Avoid being overly dramatic

INCIDENT INVESTIGATION Example: –Do not say: Early in the game the lady in question who appeared to be in her mid 40’s and dressed in warm clothes appeared to slip before she fell. It looked terrible as she fell real hard and I thought that she could be really hurt. –Do say: During the top of the third inning, I noticed a woman dressed in blue jeans, a gray sweat shirt and high-heeled shoes fall to her knees as she was walking down the steps.