70 2018 U.S. BANK STADIUM SKOL SERVICE PLAYBOOK 2018 U.S. BANK STADIUM SKOL SERVICE PLAYBOOK 70 71 UNIVERSAL EMERGENCY NOTES As a team member you play an essential role in maintaining order under emergency situations. It is important to remember that our security team is well prepared for an emergencies. Keeping this in mind will help you stay calm and act in an orderly fashion. When our guests see team members remaining calm and orderly, they will likely do the same, which will assist in managing the situation. FIRE EMERGENCY In the event of a fire, the use of elevators and escalators is prohibited. Stadium team members will be stationed at elevator entrances and at the top and bottom of escalators to secure them. Concession stands and portables will close and gas outlets should be turned off. Vendors will stop selling their products as soon as they are notified of an emergency and should return to their respective areas with their cash and remaining product. QUICK TIPS FOR RESPONDING TO EMERGENCIES • Stay calm. • Notify the SOC immediately via telephone, ISS Communicator, or in person. During non-major events, please notify the JOC. • Give your name and the exact location and nature of the emergency. Immediately advise your lead/supervisor of the situation and stay with the situation until help arrives. • Crowd control the area. Keep all walkways clear and determine safe routes away from the area. • Complete an Incident Report. Using your incident card, fill out the name, address and other appropriate information. Depending upon the nature of the incident, names and phone numbers of witnesses may also be required. FIGHTS/ALTERCATIONS At times you may come across a situation that involves hostility between parties that you cannot defuse. If this is the case, immediately contact the nearest supervisor or security representative for assistance. If a supervisor or security personnel is not immediately available, the following procedures should be followed: • Collect as much specific information as possible • Number of people in the group • The behavior of others in the group • What specific language was used • Location: Section, Row & Seat • Description of individual • Call the SOC using your ISS Communicator, radio, or mobile phone and request assistance; share all the information above with the SOC. • If at any time you feel threatened or at risk, distance yourself from the situation. Continue to observe from a safe distance until a supervisor or security representative responds to the scene. GUEST EXPERIENCE REPRESENTATIVES Guest Experience team members are positioned throughout U.S. Bank Stadium to assist guests and enforce U.S. Bank Stadium rules and regulations. If someone is interfering with a guest’s enjoyment of the event, a Guest Experience team member should be contacted. Guest Experience team members are not permitted to solicit tips from guests. Guests are asked to treat U.S. Bank Stadium Guest Experience team members with courtesy and respect and by enforcing the rules; they are making U.S. Bank Stadium a safer and more comfortable environment for all guests. Feedback can be sent to service@usbankstadium.com. EQUAL OPPORTUNITY EMPLOYMENT U.S. Bank Stadium is an equal opportunity employer. The stadium will recruit, hire, train and promote persons most qualified, without regard to age, race, color, national origin, ancestry, religion, sex, marital status, disability or any other protected class of individuals. This policy is extended to all personnel matters such as compensation, benefits, transfers, layoffs, training and social/recreational activities.