1. Building Human Resource Management SkillsNational Food Service Management Institute 1 Crisis Management Procedure and Practice Objectives At the completion of this module, participants will be able to: Recognize a crisis in a Child Nutrition Program. Assemble a crisis management team with respective assigned functions. Develop a plan of action.

2. Building Human Resource Management SkillsNational Food Service Management Institute 2 Crisis Management Procedure and Practice Definitions Crisis- any situation which has (or threatens to have) a negative impact on the operation of the Child Nutrition Program. Crisis Team- the group of employees within the organization who have been selected and trained to coordinate the initial action during the time of crisis.

3. Building Human Resource Management SkillsNational Food Service Management Institute 3 Crisis Management Procedure and Practice Personal Check-In: Personal Experience I once had a crisis experience. It was: The physical and/or (immediate) emotional response to the event was: Describe your previous crisis preparation:

4. Building Human Resource Management SkillsNational Food Service Management Institute 4 Crisis Management Procedure and Practice Icebreaker: Warning Signs ________________________________________

5. Building Human Resource Management SkillsNational Food Service Management Institute 5 Crisis Management Procedure and Practice Icebreaker: Warning Signs ________________________________________

6. Building Human Resource Management SkillsNational Food Service Management Institute 6 Crisis Management Procedure and Practice Icebreaker: Warning Signs ________________________________________

7. Building Human Resource Management SkillsNational Food Service Management Institute 7 Crisis Management Procedure and Practice Plan for a Crisis Assemble a crisis management team and outline its functions. Establish an emergency directory and contact list. Appoint a media specialist.

8. Building Human Resource Management SkillsNational Food Service Management Institute 8 Crisis Management Procedure and Practice Crisis Team

9. Building Human Resource Management SkillsNational Food Service Management Institute 9 Crisis Management Procedure and Practice Be Prepared Food Safety. Call for professional help. Stay calm. Communicate clearly with employees. Plan and conduct annual in-service on crisis management and preparedness. Ensure the crisis team is summoned and all participants are in place. When applicable, ensure all equipment is off to avoid additional dangers. Respond to customers’ issues and questions.

10. Building Human Resource Management SkillsNational Food Service Management Institute 10 Crisis Management Procedure and Practice Food-Borne or Potential Food-Borne Crisis 1. Politely speak with complainant. Offer nothing and do not accept responsibility. Secure all data and information. 2. Take food history. 3. Listen to complaint. Do not suggest symptoms and keep records of all conversations. 4. Obtain information related to medical treatment. 5. Obtain a sample of the food and remove all other. Label, date, and isolate. 6. Evaluate the complaint. 7. Contact the appropriate team members. 8. Contact the Health Department per Child Nutrition Policy.

11. Building Human Resource Management SkillsNational Food Service Management Institute 11 Crisis Management Procedure and Practice Reality Practice: Case Study #1 Hidden Valley Elementary School 1.Prior to the storm, what would you expect the Child Nutrition Program to have in place? 2.What would you expect the school to have done? 3.List the expected crisis management team members by job titles. 4.As the manager, what would your immediate response have been to the situation? 5.Other thoughts:

12. Building Human Resource Management SkillsNational Food Service Management Institute 12 Crisis Management Procedure and Practice Reality Practice: Case Study #2 Sunny Hill High School 1.Prior to the fight, what would you expect the Child Nutrition Program to have in place? 2.What would you expect the school to have done? 3.List the expected crisis management team members by job titles. 4.As the manager, what would your immediate response have been to the situation? 5.Other thoughts:

13. Building Human Resource Management SkillsNational Food Service Management Institute 13 Crisis Management Procedure and Practice Checking Out: Action Plan 1.If not currently available, obtain a Child Nutrition Program written crisis plan and program policies. 2.Assemble a crisis management team. 3.Identify emergency assistance contacts and telephone numbers. 4.Meet with the crisis management team regularly. 5.Conduct/participate in emergency drills.