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Emergency Procedures

Read & understand these Emergency Procedures.
**If you have an urgent emergency please call 911 immediately. **
Report any non-urgent concerns or questions to your Operations Leader. 

Emergency Procedures

Fires:

  • Employees should recognize fire hazards, know fire escape routes, and participate in mandatory fire drills (at least twice annually).

  • Fire extinguishers are examined and recharged or replaced a minimum of once per year (sometimes more at all locations) and are tagged with the next service by date - if your extinguisher has not be serviced or your spot a damaged or defective alarm or extinguisher report it immediately to your Operations Leader.

  • Emerging Fires: Use a fire extinguisher only if it is safe to do so. Alert others by shouting “FIRE!” and prepare for evacuation.

  • If smoke or fire is detected inside the building:

    • Pull the fire alarm and verbally alert everyone.

    • Call 911 immediately and provide location details.

    • Evacuate the building – Follow posted fire escape routes and assist customers/employees if necessary.

    • DO NOT use elevators – Always take the stairs.

    • If the fire is small and manageable, use a fire extinguisher (PASS method: Pull, Aim, Squeeze, Sweep).

    • If trapped by fire, stay low – Crawl under smoke and try to exit safely.

    • Once outside, DO NOT re-enter until fire officials confirm it is safe.

    • If the fire is large, evacuate immediately. Pull fire alarms, assist others, and call 911. Provide the business name, landmarks, or cross streets if the address is forgotten. Leave personal items behind.

Earthquakes:

  • Follow "Drop, Cover, and Hold On" procedures. Move to a safe place under sturdy furniture or an interior wall. Remain in your safe place until shaking stops.

  • Evacuate cautiously, avoiding debris, power lines, and aftershocks.

  • Inspect for hazards like fires and electrical dangers and receive permission from emergency officials before re-entering buildings.

  • Participate in mandatory earthquake drills (at least twice annually).

Active Shooter Situation:

  • Follow the Run, Hide, Fight framework:

    1. Run: Evacuate if possible; leave personal items behind and call 911.

    2. Hide: Find a secure location, lock and barricade doors, and stay silent.

    3. Fight: Only as a last resort, use improvised weapons to incapacitate the attacker.

  • Notify the Operations Leader immediately after ensuring personal safety.

  • Participate in mandatory Active Shooter Situation drills (at least twice annually).

Robbery:

  • In the event of a robbery:

  • Follow the robber’s instructions without resistance.

  • Remain calm and take note of the offender’s appearance only if possible.

  • Give them whatever they are requesting.

  • Lock doors once the robber leaves, do not attempt to pursue them or engage them.

  • Call 911, follow emergency services instructions, and if uninjured call an Owner immediately.

  • Participate in mandatory Robbery drills (at least twice annually).

Heat-Related Illness:

Emergency Action for Heat Illness

  • Move the affected person to a cooler area.

  • Provide water and encourage small sips.

  • Apply cool compresses.

  • If the person is confused, vomiting, or unconscious, call 911 immediately.

Cold Stress & Freezer Emergencies

Emergency Action

  • Move the affected person to a warm location.

  • Remove any wet clothing and replace it with dry layers.

  • Provide warm liquids (but avoid caffeine and alcohol).

  • Call 911 immediately if symptoms are severe.

Allergic Reactions

Emergency Response

  • If a customer has an allergic reaction:

  • Call 911 immediately and notify your Operations Leader.

  • Use an EpiPen if available and trained to do so.

Customer Threats & Workplace Violence

Emergency Response

  • If a customer becomes violent, immediately:

  • Move to a safe area.

  • Call 911 and provide location details.

  • Do not attempt to physically restrain anyone.

  • If a weapon is present, comply with all demands and prioritize employee safety.

  • If physical assault occurs, follow injury reporting procedures.

Floods (Indoor/Building & Sprinkler System Malfunction)

If water is coming from inside the building (burst pipes, sprinklers, or equipment malfunction):

  1. Ensure personal safety – If water is near electrical outlets or appliances, assume there is an electrical hazard and avoid standing water.

  2. Turn off water sources – Locate the main water shutoff valve and turn it off if it is safe to do so. If it’s a sprinkler system malfunction, contact building maintenance or emergency services.

  3. Shut down affected equipment – Unplug small appliances ONLY if safe to do so.

  4. Block off the area – Prevent customers or employees from walking through wet, slippery areas.

  5. Call an Operations Leader or Owner – Provide details on the situation and follow instructions.

  6. Document the incident – Take photos and fill out an Incident Report.

  7. Begin cleanup – Use mops, wet vacuums, and absorbent materials to remove water after the source is stopped and it is safe.

Floods (Outdoor/Natural Disaster)

If heavy rain, rising water, or natural flooding threatens the business:

  1. Monitor weather alerts – Use NOAA, local news, or emergency notifications for updates.

  2. Secure the building – Close all doors/windows and place sandbags if available.

  3. Shut off utilities – If flooding is imminent and safe to do so, turn off electricity and gas.

  4. If safe to do so, move critical items off the floor – Protect electronics and important supplies from water damage.

  5. Evacuate if necessary – If local authorities recommend evacuation, follow immediately. Do not drive or walk through floodwaters.

  6. Contact Owners & Operations Leaders – Report any damage or required closures.

  7. DO NOT reopen the business until the building is inspected and safe.

Power Outage (Partial or Full)

If power is lost at your business:

  1. Stay calm & assess the situation – Is it just the store or the entire area?

  2. Check for immediate hazards – Ensure no one is in danger due to loss of lighting, powered equipment, or alarms.

  3. DO NOT use candles or open flames – Use flashlights or phone lights if backup lighting is unavailable.

  4. Secure perishable food & equipment – Keep refrigerator/freezer doors closed to maintain safe temperatures.

  5. Unplug sensitive electronics – Prevent power surge damage when electricity is restored.

  6. Notify an Operations Leader or Owner – They will decide whether to continue operations, close the store, or wait for power restoration.

  7. Wait for further instructions – If safe, remain on-site until power is restored or further action is taken.

Trapped by Inclement Weather (Snow, Storms, Road Closures)

If employees/customers are stranded due to extreme weather:

  1. Assess the situation – Check weather alerts and road conditions before making decisions.

  2. Do NOT leave on foot – Stay inside where it’s warm and safe unless absolutely necessary.

  3. Secure doors & windows – Block drafts and reinforce entryways if necessary.

  4. Conserve power & resources – Keep electronics charged in case of extended stay.

  5. Use available emergency supplies – Water, food, blankets, and backup heat sources if available.

  6. Communicate with an Operations Leader – Notify owners about the situation.

  7. Wait for updates from local authorities – Follow safety instructions and only leave when roads are safe.

Lost Child (Inside or Outside the Store)

If a child is lost inside or outside the store:

  1. Alert all employees – Stop all non-essential tasks and begin a covert search (no announcements).

  2. Secure exits – Have an employee stand near doors to prevent the child from leaving alone.

  3. Ask the child’s name & description – If a guardian is present, gather critical details:

    • Child’s name & age

    • Clothing description

    • Last known location

  4. Search immediately – Check restrooms, seating areas, and aisles first.

  5. Call 911 if the child is missing for more than 5 minutes or if there is any indication of abduction or danger.

  6. Stay with the guardian – Keep them calm while updating them on the search.

  7. Notify an Operations Leader – Provide all details and document the incident.

Gas Leak or Strange Odor

💨 If you smell gas or suspect a leak:

  1. DO NOT use electrical switches, light matches, or create sparks.

  2. Immediately evacuate employees and customers.

  3. Call 911 and the gas company from a safe location.

  4. Leave doors/windows open (if safe) to help vent gas.

  5. DO NOT return until emergency responders confirm the area is safe.

Robbery or Armed Intruder

💰 If a robbery occurs:

  1. Stay calm & comply – Give the robber what they demand without resistance.

  2. Do NOT make sudden movements – Keep hands visible.

  3. Activate silent alarm (if available) only when safe.

  4. Observe details – Try to remember height, clothing, and any unique features of the suspect.

  5. Do NOT follow or engage – Let them leave before locking doors.

  6. Call 911 as soon as it’s safe.

  7. Write down all details & notify an Operations Leader.

Severe Employee Injury (Bleeding, Burns, Unconsciousness)

🩹 If an employee suffers a major injury on-site:

  1. Call 911 immediately if the injury is life-threatening.

  2. Provide first aid (only if trained or instructed by an emergency responder):

    • Bleeding: Apply firm pressure with a clean cloth.

    • Burns: Cool the area with cold water, do not apply ice.

    • Unconsciousness: Check breathing & pulse. If no pulse, begin CPR (if trained).

  3. DO NOT move the injured person unless they are in immediate danger.

  4. Notify an Operations Leader and complete an Incident Report.

Foodborne Illness Complaint

If a customer reports food poisoning symptoms:

  1. Listen, GET THEIR CONTACT INFORMATION, and document details – Ask:

    • Full Name

    • Phone number or Contact Information

    • What did they eat?

    • Date & time of their visit

    • Number of people in their party

    • Symptoms?

    • When did the symptoms start?

  2. Do NOT admit fault – Apologize and say you will report it immediately.

  3. Notify an Operations Leader IMMEDIATELY.

  4. Secure the suspected food item wrapped in a refrigerated space away from other food for inspection (if applicable). 

  5. Pull all other similar items from the menu until instructed otherwise by an Operations Leader.

  6. Refer the customer to seek medical attention.

Gerbil Stampede (Because if you read this, you deserve a laugh)

🚨 If an uncontrolled mass of gerbils infiltrates the store:

  1. Do NOT panic – Gerbils can smell fear. Stay calm.

  2. Secure all food items – Gerbils will raid any unattended snacks.

  3. Announce the emergency:

    • "CODE GERBIL! I REPEAT, CODE GERBIL!" (or just shout "AHHH, GERBILS!").

  4. Guide customers to safety – Herd them away from the tiny, stampeding fluff balls.

  5. Do NOT attempt to lasso or domesticate the gerbils – They belong to the wild now.

  6. Evacuate if necessary – If the stampede reaches Level 3 Critical Mass, abandon the store immediately.

  7. Contact Animal Control or a very brave employee with a dustpan.

  8. File an Incident Report – Because honestly, we’re gonna need documentation.

Bonus Tip: If someone brought the gerbils in, ban them for life. We don't negotiate with gerbil smugglers.

 

Now Back to Seriousness 

If you read this far, congrats, you’re a safety rockstar. You are now fully prepared for ANY emergency—including the ones that (probably) won’t happen. Stay alert, stay safe, and always check behind the counter for rogue rodents.

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Emergency Recovery 

The immediate aftermath of an active shooter or other workplace violence incident or emergency will likely be a confusing time. Misinformation can lead to delayed recovery and further trauma, and employees (including managers and owners) may require more assistance than the business is able to provide immediately.  Instructions on next shifts, help for employees, or any other communications may be delayed for some time. 

General instructions will be sent to Chime and may not apply to all employees.  If there is confusion and you are not able to reach an Operations Leader, or Owner it is appropriate to stay home from work or close and lock a store if already there, until you do.

 

After any kind of workplace violence incident or emergency, only an Owner or Operations Leader has authority reopen the business.  If the Owners or Operations Leaders have been injured or involved in the incident and are not reachable, you should await further instructions from our Accounting Firm, JD & Associates.

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Reporting Injuries & Emergencies

A. If an Injury Occurs

  1. Call 911 immediately for serious injuries.

  2. Provide first aid if trained to do so.

  3. Notify an Operations Leader!

  4. Do not move any objects involved unless necessary.

  5. Take the injured person to a designated medical provider if needed.

  6. Document the incident using the Incident Investigation Report.

B. Required L&I Reporting for Severe Injuries

For hospitalizations, amputations, or fatalities, management must notify Washington L&I within 8 hours at 1-800-423-7233.

C. Near Misses & Hazard Reporting

  • Report close calls or unsafe conditions immediately.

  • Document findings in the Incident Investigation Report.

  • Review concerns during monthly Safety Committee Meetings.

©2025 by Harris Management Services Inc.

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