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.
Building Human Resource Management Skills

National Food Service Management Institute

1

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.

Building Human Resource Management Skills

National Food Service Management Institute

2

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:

Building Human Resource Management Skills

National Food Service Management Institute

3

Crisis Management Procedure and Practice

Icebreaker: Warning Signs

______________

Building Human Resource Management Skills

_____________

_____________

National Food Service Management Institute

4

Crisis Management Procedure and Practice

Icebreaker: Warning Signs

______________

Building Human Resource Management Skills

_____________

_____________

National Food Service Management Institute

5

Crisis Management Procedure and Practice

Icebreaker: Warning Signs

______________

Building Human Resource Management Skills

_____________

_____________

National Food Service Management Institute

6

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.

Building Human Resource Management Skills

National Food Service Management Institute

7

Crisis Management Procedure and Practice

Crisis Team
List Team by Job Title

Building Human Resource Management Skills

Person's Name/
Contact Information

Responsibilities
Note Special Training

National Food Service Management Institute

8

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.
Building Human Resource Management Skills

National Food Service Management Institute

9

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.
Building Human Resource Management Skills

National Food Service Management Institute

10

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:
Building Human Resource Management Skills

National Food Service Management Institute

11

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:
Building Human Resource Management Skills

National Food Service Management Institute

12

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.
Building Human Resource Management Skills

National Food Service Management Institute

13