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  1. 1. Crisis Management Procedure and Practice <ul><li>Objectives </li></ul><ul><li>At the completion of this module, participants will be able to: </li></ul><ul><li>Recognize a crisis in a Child Nutrition Program. </li></ul><ul><li>Assemble a crisis management team with respective assigned functions. </li></ul><ul><li>Develop a plan of action. </li></ul>
  2. 2. Crisis Management Procedure and Practice <ul><li>Definitions </li></ul><ul><li>Crisis- any situation which has (or threatens to have) a negative impact on the operation of the Child Nutrition Program. </li></ul><ul><li>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. </li></ul>
  3. 3. Crisis Management Procedure and Practice <ul><li>Personal Check-In: Personal Experience </li></ul><ul><li>I once had a crisis experience. It was: </li></ul><ul><li>The physical and/or (immediate) emotional response to the event was: </li></ul><ul><li>Describe your previous crisis preparation: </li></ul>
  4. 4. Crisis Management Procedure and Practice <ul><li>Icebreaker: Warning Signs </li></ul><ul><li>______________ _____________ _____________ </li></ul>
  5. 5. Crisis Management Procedure and Practice <ul><li>Icebreaker: Warning Signs </li></ul><ul><li>______________ _____________ _____________ </li></ul>
  6. 6. Crisis Management Procedure and Practice <ul><li>Icebreaker: Warning Signs </li></ul><ul><li>______________ _____________ _____________ </li></ul>
  7. 7. Crisis Management Procedure and Practice <ul><li>Plan for a Crisis </li></ul><ul><li>Assemble a crisis management team and outline its functions. </li></ul><ul><li>Establish an emergency directory and contact list. </li></ul><ul><li>Appoint a media specialist. </li></ul>
  8. 8. Crisis Management Procedure and Practice <ul><li>Crisis Team </li></ul>
  9. 9. Crisis Management Procedure and Practice <ul><li>Be Prepared </li></ul><ul><li>Food Safety. </li></ul><ul><li>Call for professional help. </li></ul><ul><li>Stay calm. </li></ul><ul><li>Communicate clearly with employees. Plan and conduct annual in-service on crisis management and preparedness. </li></ul><ul><li>Ensure the crisis team is summoned and all participants are in place. </li></ul><ul><li>When applicable, ensure all equipment is off to avoid additional dangers. </li></ul><ul><li>Respond to customers’ issues and questions. </li></ul>
  10. 10. Crisis Management Procedure and Practice <ul><li>Food-Borne or Potential Food-Borne Crisis </li></ul><ul><li>1. Politely speak with complainant. Offer nothing and do not accept responsibility. Secure all data and information. </li></ul><ul><li>2. Take food history. </li></ul><ul><li>3. Listen to complaint. Do not suggest symptoms and keep records of all conversations. </li></ul><ul><li>4. Obtain information related to medical treatment. </li></ul><ul><li>5. Obtain a sample of the food and remove all other. Label, date, and isolate. </li></ul><ul><li>6. Evaluate the complaint. </li></ul><ul><li>7. Contact the appropriate team members. </li></ul><ul><li>8. Contact the Health Department per Child Nutrition Policy. </li></ul>
  11. 11. Crisis Management Procedure and Practice <ul><li>Reality Practice: Case Study #1 </li></ul><ul><li>Hidden Valley Elementary School </li></ul><ul><li>1. Prior to the storm, what would you expect the Child Nutrition Program to have in place? </li></ul><ul><li>2. What would you expect the school to have done? </li></ul><ul><li>3. List the expected crisis management team members by job titles. </li></ul><ul><li>4. As the manager, what would your immediate response have been to the situation? </li></ul><ul><li>5. Other thoughts: </li></ul>
  12. 12. Crisis Management Procedure and Practice <ul><li>Reality Practice: Case Study #2 </li></ul><ul><li>Sunny Hill High School </li></ul><ul><li>1. Prior to the fight, what would you expect the Child Nutrition Program to have in place? </li></ul><ul><li>2. What would you expect the school to have done? </li></ul><ul><li>3. List the expected crisis management team members by job titles. </li></ul><ul><li>4. As the manager, what would your immediate response have been to the situation? </li></ul><ul><li>5. Other thoughts: </li></ul>
  13. 13. Crisis Management Procedure and Practice <ul><li>Checking Out: Action Plan </li></ul><ul><li>1. If not currently available, obtain a Child Nutrition Program written crisis plan and program policies. </li></ul><ul><li>2. Assemble a crisis management team. </li></ul><ul><li>3. Identify emergency assistance contacts and telephone numbers. </li></ul><ul><li>4. Meet with the crisis management team regularly. </li></ul><ul><li>5. Conduct/participate in emergency drills. </li></ul>

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