Today’s Agenda Review Game Day Information and procedures Review Key Unit Policies Review General Unit Information NPO Mandatory Compliance

Today’s Agenda

1. Review Game Day Information and procedures

2. Review Key Unit Policies

3. Review General Unit Information

4. NPO Mandatory Compliance Training

Game Day Information

Stand Staff Sheet Name tags and uniforms What can you bring in Hold List (extra people not on staff sheet) Tour of Check-in/Elevator/Laundry

Game Day Parking• Carpool-only lot. It is located in the

old Freedom Mall parking lot. • From Freedom Drive, turn south

onto Ashley Road. Turn left into the Valerie Woodard Parking for DSS/Meck offices. The DNC carpool lot will be towards the far back right (look for DNC parking signs).

• Staff shuttle buses are available prior to gates opening and starting again at half-time.

• DO NOT PARK AT THE PENMAN STREET LOT.

Volunteer Conduct Our conduct is part of the guest experience! In order to provide excellent guest service, the following actions are not

allowed: Improper language toward volunteers, DN managers, DN staff and guests or

clients False or malicious statements Removing company records or items from property Mischief, wrestling, pushing, throwing items, rough-housing or other types of

horseplay Possession of firearms, explosives, weapons Physical violence Willful neglect or misuse of company property Insubordination Entering any area where you do not have a legitimate work-related purpose for

being (THE FIELD, home or visiting team locker rooms, luxury suites, offices, concessions areas not run by your organization, etc)

Violation of this policy can be cause for immediate termination of your fundraising contract.

Volunteer Conduct Cont…Autographs, Fraternization and Solicitation

Associates may not socialize, elicit services (including autographs or pictures) or ask for special treatment from players, player’s family, other celebrities, front office associates, suite holders, club seat holders. Deviations from this regulation will be considered a violation of company policy, subject to corrective action.

Patriotism

All staff within view of the flagpole in center field should face the American Flag and stand at attention whenever the “Star Spangled Banner” or another country’s national anthem is played. Any volunteer whose uniform requires a hat or visor must remove it at this time and place their right hand over their heart.

Smoking

Smoking and/or the use of tobacco products is not permitted while on Bank of America Stadium property. Bank of America Stadium is a NON Smoking facility. This includes e-cigarettes.

Volunteer Appearance Uniforms- Must be dressed and ready for work

Jewelry- May not be excessive (NO earrings on men in club level)

Gum Chewing- Not allowed at anytime

Hair Color- Must be natural/ NOT extreme in color

Personal Electronic Devices – Leave at home

Tattoos- May not be visible in club level

Personal Hygiene – Grooming time is not accounted for when we determine clock in times. No overbearing cologne or perfumes.

Do not wear or bring anything into the stadium advertising another NFL team.

Attendance

We expect you to be here on game day – on time & ready to work

On game day, if you are running late, please call check in at 704.358.7190 –

Questions?

Copyright © 2014 WeComply, Inc. All rights reserved.

Preventing Workplace Violence

• PREVENTING WORKPLACE VIOLENCE


IN THE NEWS…


Workplace Violence Huge Drain• Incidents Have Both Financial and Emotional Costs

•The U.S. Department of Justice found that workplace violence typically causes lost days of work. The National Safe Workplace Institute estimates that costs of those missed days, along with legal costs associated with the violence, exceed $4 billion a year. Research also shows that those who witness violence in the workplace report increased stress and depleted morale, which could lead to lower productivity and more absenteeism and turnover.

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• WHAT IS WORKPLACE VIOLENCE?

• Workplace violence includes —

• Intentionally shoving or pushing

• Brandishing Weapons

• Stalking – intentionally engaging in a course of conduct for no legitimate purpose which is likely to cause fear of harm to the physical health, safety or property or another person

• Conduct that threatens or causes intentional bodily injury, property damage and/or business interruption

• Talking or joking about engaging in any of the above

• Behavior may consist of verbal or written statements, gestures or other means of communicating threat of harm

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• TYPES OF VIOLENCE

• Types of workplace violence:• Criminal intent: Intruder commits violent act while

committing crime• Customer/client: Someone with legitimate relationship to

organization becomes violent while being served by organization

• Worker on worker: Employee or former employee attacks or threatens another employee in workplace

• Personal relationship: Someone with personal relationship attacks/threatens someone in workplace

• Criminal-intent violence accounts for 85% of workplace homicides

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• RISK FACTORS

• Risk of workplace violence is higher where the work involves —• Interaction with the public• Working alone or in small numbers• Doing deliveries or guarding valuables• Working with unstable populations• Working late at night, early in the morning or in high-crime

locations

• Employees working under these conditions should be aware of risks

• Supervisors should provide extra prevention measures if needed

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IN THE NEWS…


Work Stress, Violence Linked

•One of every ten U.S. workers claims to work in an office where stress has led to physical violence, according to a recent survey. Higher stress levels are blamed on longer work hours, more pressure from bosses, rude clients and co-workers, and — last but not least — excess caffeine.

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• PREVENTION METHODS

• Methods to help prevent workplace violence:• Providing increased visibility in high-risk areas• Installing adequate external lighting• Minimizing available cash• Providing training in conflict resolution• Establishing reporting systems for incidents of aggressive

behavior

• Supervisors should ensure that these methods are carried through

• Employees should report non-compliance to supervisor or HR

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• SECURITY MEASURES

• Department heads/supervisors are responsible for putting security measures in place, which may include —

• Security alarms — some employees may need special systems to enable them to summon help quickly

• Security guards/monitoring — full-time/after-hours guards or monitoring systems may be needed

• Limited-access key cards

• Visitor sign-in policies — visitors should log time, location and purpose of all visits

• Safety training

•

• Please contact the Corporate Security Department for assistance

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• ZERO TOLERANCE

• We are committed to zero tolerance of workplace violence, including —

• Hitting or shoving

• Threatening to do harm to people or property

• Stalking

• "Joking" about violent acts you may take

• Possessing or inappropriately using firearms or other dangerous devices on our property

• Any other acts of workplace violence

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• RED FLAGS

• Some behaviors present red flags of potentially violent incident:

• History of emotional or mental disturbance, or threatening/violent behavior

• Alienation from other employees• Disdain for authority or sympathy for perpetrator in accounts

of violence• Sudden decrease in productivity or decline in personal hygiene• Extreme stress from a life crisis• Obsession with weapons• • If co-worker presents red flags, report it to your supervisor

or HR

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IN THE NEWS…


Violence Runs Gamut• Risk Exists across a Variety of Professions

•The Bureau of Justice Statistics found that the occupations with the highest workplace violence are police officers, corrections officers, taxi drivers, bartenders, mental-health custodians, special-education teachers, gas-station attendants, mental-health professionals, junior high school teachers, convenience-store workers, bus drivers, high school teachers, nurses and physicians, which had more incidents of violence than all other occupations combined. The number of employees killed in proportion to the number in the field determined the risk. The perpetrator in about 11% of the homicides was a co-worker, former co-worker or a customer. A firearm was the weapon of choice in more than 80% of the workplace homicides.

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• DEALING WITH A VOLATILE SITUATION

• Be prepared to respond appropriately

•

• Guidelines:

• Situate yourself near a door or exit space

• Stay calm, speak in low voice, don't argue

• Treat the other person with respect

• Listen with empathy without being defensive

• Monitor non-verbal clues

• Avoid invasion of another's personal space

•

• If person is out of control, call 911

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• WEAPONS

• Employees may not wear, transport, store or display firearms or other dangerous weapons on work premises

• • Employees who violate rules face disciplinary action,

including termination• • Dangerous weapons include —• Firearms — loaded/unloaded, assembled/disassembled• Knives• Explosive materials• Toxic agents• Spray irritants

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• WEAPONS (CONT’D)

• The ban on weapons applies to all associates including associates employed in a security capacity

•

• Carrying a weapon onto Company property will be considered an act of criminal trespass and will be grounds for immediate removal

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• POP QUIZ!

• According to the National Institute for Occupational Safety and Health, how many workers are murdered on the job each week in the U.S.?

A. 1

B. 5

C. 10

D. 15

E. 20

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• REPORTING PROCEDURES

• If you suspect a violation, report it in writing unless there is an immediate threat or danger

• If violent situation is imminent, contact your stand manager immediately or stadium security 7788

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Questions?

Food Safety

Session Objectives

• You will be able to:

– Understand what foodborne illness is and how food workers can prevent food contamination

– Receive, store, cook, thaw, and clean to prevent contamination

Foodborne Illness

• Potentially hazardous foods

• Bacteria, such as salmonella

• Virus, such as hepatitis A

• Parasites in meat

Wash Hands and Arms

1. Wet hands with warm water

2. Use soap3. Rub hands

briskly together4. Rinse hands under

running water5. Dry hands on paper

towel

When to Wash

• Before touching anything used to prepare food

• After touching bare human body • After using the restroom• After coughing or sneezing• After eating, drinking, smoking• After handling trash or dirty utensils• After touching a dirty apron/clothing• After cleaning or using chemicals After

working with raw meat• Before putting on disposable gloves

Prevent Contamination by Food Handlers

• Wash your hands• Use utensils to handle

ready-to-eat food• Minimize bare hand

contact with exposed food• Use utensil only once

when taste testing

Good Hygiene Practices

• Eat, drink, and smoke only in designated areas

• Wear hair restraints or hats• Keep fingernails clean

and trimmed• Don’t wear jewelry

on hands• Keep clothing and

aprons clean• Apron must remain in the kitchen

when using the restroom

If Sick, Do Not Work

• Cold, flu, runny nose, sore throat

• Diarrhea• Vomiting• Hepatitis A• Infected cut, burn,

or sore

Equipment, Utensils, and Linens

• Utensils stored to prevent contamination

• Linens replaced each time• Wiping cloths cleaned

and sanitized• Gloves used for one task• Clean equipment and

cutting boards• New plates for second portions

Prevent Contamination by Consumers

• Packaging, salad bar guard, or display cases

• Dispensers or individually packaged condiments

• Ladles, tongs, and spoons• Trained food associate

at buffets and salad bars

Prevent Food and Ingredient Contamination• Keep raw meat away

from ready-to-eat foods or store on bottom shelf

• Separate different types of raw meat

• Store food in clean, covered containers

• Label food containers• Wash raw fruit and vegetables

Food Storage

• Clean, dry location• Not exposed to splash, dust,

contaminants• 6 inches above the floor• Away from chemicals• Stock rotation

Cooking to Destroy Bacteria

• Temperature “Danger Zone”: 41oF (5oC) and 135oF (57oC)

• Thermometer• Poultry, stuffing: 165°F (74oC)• Hamburger: 155°F (68oC)• Pork: 145°F (63oC)• Eggs (for immediate

consumption): 145°F (63oC)• Beef, lamb, fish, seafood: 145°F

(63oC)

Thawing Foods

• Keep frozen foods frozen• Thaw in a refrigerator• Thaw under running water• Thaw in a microwave• Never thaw food at room temperature

Hot and Cold Holding

• Hot foods: > 135°F (57oC)• Cold foods: < 41°F (5oC)

Disposal of Food

• Not heated or cooled in a timely manner• Container without a date• Adulterated food• Contaminated by a sick associate• Contaminated by contact with hands,

nasal discharge, etc.

Manual Dishwashing

1. Scrape off leftover food2. Wash in solution

at >110°F (43oC)3. Rinse in clean

warm water4. Immerse in sanitizing

solution 5. Air dry

Key Points to Remember

• Wash hands often• Do not work when you are sick• Keep food out of the “danger zone”• Prevent contamination of food and

utensils• Store food properly• Use your thermometer

Questions?

Welcome to GuestPath®

The 4 Key Elements of Service Delivery © 2013 Delaware North Companies, Inc.

Types of Guests

External Guests

Internal Guests

Its important to show the same courtesy and respect to both.

© 2013 Delaware North Companies, Inc.

What is a Service Promise?

A service promise is a commitment made by a company to its guests that, if delivered as expected, helps differentiate the company from its competitors and creates guest loyalty.


Our GuestPath®Service Promise

Creating special experiences one guest at a time.®


What is a Standard?

Standard: a benchmark that states the approved way to perform a task.

• Outlines the minimum expectation• Describes a clear outcome or end result• Is specific and measureable• Standards apply across our business to

ensure a quality guest experience


GuestPath® Standards

Service Delivery & Recovery

Operational Procedures

Cleanliness

Condition

Product Standards


UniversalService

Standard

10 Universal Service Standards

10© 2013 Delaware North Companies, Inc.

UniversalService

Standard

Professional Appearance& Grooming


UniversalService

StandardAttentive Posture


UniversalService

StandardGracious & Friendly Service

3

How may I help you? Good Morning!

We hope to see you again!

Would you like…

Please

Thank You

Welcome

I would be happy to!


UniversalService

StandardGuest Name


UniversalService

StandardGreeting Guests


UniversalService

StandardThanking the Guest


UniversalService

StandardTeamwork


UniversalService

Standard

Pride in Facility Maintenance& Appearance


UniversalService

Standard

Product Knowledge & Associate Skills


UniversalService

StandardTelephone Courtesy


Universal Service StandardsThe 4 Key Elements of Service Delivery

Being Prepared to work

Greeting Using Name Thanking


Thank You for…Creating Special Experiences

One Guest at a Time.®


PCI Compliance at Delaware North

Awareness. Accountability. Compliance.

NPO Training

What is PCI?

• Payment Card Industry

• PCI Security Standards Council– Founded by American Express, Master Card, Visa,

Discover and JCB International

• PCI Data Security Standard

What does it mean to be PCI Compliant?

• Achieving and maintaining the requirements of the PCI Security Standards Council

Protect Credit Card Information

What does it mean to be PCI Compliant?

• Continuous process

• Business Process will change

• Requirements will change

• No guarantee breaches won’t occur

Why being PCI Compliant is critical

• It’s the right thing to do– Between 2004 and 2008, 285 million records breached*– Retail and F&B large percentage

• Maintain Delaware North’s reputation of integrity

• We are all responsible for PCI compliance

*2009 Data Breach Investigations Report, Verizon Business RISK Team

Why being PCI Compliant is critical

• Mandated by major credit card companies or we lose our privileges

Delaware North’s PCI Compliance Efforts

• PCI Compliance Committee

• Hired consultant to identify risks/course of action

• Working on a new IT Infrastructure

• PCI awareness communication/education

PCI Compliance and You

• Credit card handling procedures

• Handling lost credit cards

• What you should do in response to a credit card breach

General Handling Procedures

1. Obtain signature for transactions over $25.00

2. Ask guest if they want a copy of receipt

3. Secure merchant copy of receipt in cash drawer until end of shift.

Manual Credit Card Transactions

• Any handheld or portable devise used to process a credit card transaction through use of imprinting hardware

• Only to be used when no electronic means exists

• Customer signatures required on all manual transactions

Manual Credit Card Transactions

1. Check for valid expiration date2. If valid, place card & slip in device and process.

Include all necessary totals. 3. Obtain signature for all transactions.4. Give guest copy of receipt.5. Secure merchant copy of receipt in cash drawer

until end of shift.

Lost Credit Cards

• Give to your Stand Manager • If your Stand Manager is not available:

– Place in sealed envelope– Write name on the card on the envelope– Place in locked drawer or cabinet until you can

give to Stand Manager

Lost Credit Cards

• If guest returns within 24 hours– Unit Management can return– Guest must present valid photo ID– Guest sign Retained Credit Card Log

• If guest doesn’t return or does not have valid ID– Must destroy card

Lost Credit Cards

• Card destruction– Only done by unit management– Must have a witness present – Cut into 4 pieces- numbers & mag strip– Unit manager & witness sign Retained Credit Card

Log

Field Incident Response Plan

What constitutes a credit card breach or “incident”? Physical theft or loss of processing device Physical theft of loss of hard copy/paper record

information Unauthorized access, tampering or suspicious activities in

“sensitive areas” Failure to account for proper disposal of hard copy/paper

records with full cc information Third party service provider breaches

Field Incident Response Plan

• Responsibility of every volunteers to report any potential incidents

• To report the incident to your Stand Manager immediately.

Questions?

ALCOHOL AWARENESS

Training Program

• If you are convicted of selling alcohol to someone under 21, – You will have a criminal record. (It’s a misdemeanor.)– You can not work in any place that sells alcohol for 2

years.

• If you sell to an underage or intoxicated person and injury or death results,– You can be sued for up to $500,000!

Penalties

You can refuse to sell alcohol to anyone!

Your Rights

Rule of thumb: Ask for ID

if the person looks under 40.

When should you ask for an ID?

Activity: Determining Age

How old is this

person?

She is 16!

Activity: Determining Age

How old is this

person?

She is 14!

• Valid US Driver’s license– If you’re not sure, check book of licenses – NC licenses have three colors around the photo

• Go: Green means over 21• Caution: Yellow means under 21 when issued• Stop: Red means under 18 when issued

• Valid North Carolina Special Identification Card• Valid Passport foreign or domestic• Valid Military Identification Card

Activity: Identifying Acceptable IDs


Is this an acceptable form of

identification?

NO!


Is this an acceptable form of

identification?

YES!

PAUSE: Steps in checking ID’s

P—Photo: Look at the photo to see if it matches the person

A—Age: Compute the ageU—Under Age: Is the person under age?S—Seal: Check the seal or hologramE—Examine: Examine the ID for irregularities

• Swaying or staggering• Stumbling or bumping into things• Leaning on objects for support• Glassy eyes • Slurred speech • Annoying other customers• Difficulty handling money• Overlooking ID in wallet

Signs of Intoxication

A patron is trying to buy wine and you suspect the ID she has given you is

altered. What do you say and do?

Situation 1

A person walks in showing several of the signs of intoxication. He orders beer

at your counter. What do you say and do?

Situation 2

You are serving and notice that a patron has had several drinks

in a relatively short period of time--less than 2 hours.

She orders another drink. What do you say and do?

Situation 3

• State in a calm and business-like way that you cannot sell them alcohol.

• If challenged, tell them– You are unable to legally serve them

another drink. – Offer a non alcoholic alternative.– Get assistance from Stand Manager if the

situation escalates.

How to Refuse a Service

• Make sure you know the stadium and company policies, but always remember that YOU are responsible if you sell alcohol.

• State in a calm and business-like way what the problem is and repeat what you are going to do (or not do).

• Do not argue with anyone. If possible, step away from the counter.

• Call your Stand Manager to handle the customer.• Call the police if the situation becomes heated or if you

feel threatened.

Dealing with Problem Situations

• You can refuse to sell alcohol to anyone.• Do not sell to anyone who is under 21 or visibly

intoxicated.• Ask for ID from anyone who looks under 40.• No more than 2 drinks per person per sale at one

time. If guest already has a drink in one hand then only 1 can be sold to patron.

• All Alcohol service end at the end of the 3rd Quarter

Key Points to Remember

ALCOHOL SERVICE TRAINING CERTIFICATION

ACKNOWLEDGEMENT FORM - 2015 Season I hereby certify that on the date indicated below, I have completed the Company’s alcohol service

training, which included instruction regarding the legal responsibility that both individuals and the

Company have when serving alcohol, acceptable forms of identification, signs of intoxication, and

refusing or discontinuing the service of alcohol. I was given the opportunity to ask questions, had my

questions answered and I understood the training content. I understand that the following violations of

the Company’s Alcohol Service Policy will result in immediate termination, even for a single infraction:

• Serving a visibly intoxicated person;

• Serving a minor – MUST ID EVERYONE WHO APPEARS 40 OR YOUNGER;

• Any other violation of law; or

• Violation of the following unit service rules:

o # of drinks allowed per patron: 2 per person per ID

o Alcohol sales time: from when gates open to the end of the 3rd quarter (or otherwise deemed by management)

o Caps must be removed from bottled beers

I understand that the following violations will result in counseling and retraining or, where an associate

has a previous history of disciplinary action, may result in termination:

• Failure to ask for proper proof of age from everyone (not resulting in the service of a minor).

• Any other violation of the Company’s Alcohol Service Policy or unit service rules.

By signing below, I hereby certify that I: (a) understand and agreed to abide by the Company’s Alcohol

Service Policy; and (b) understand I will be disciplined according to the company’s Alcohol Service

Discipline Policy for failing to comply with the Alcohol Service Policy as indicated above, up to and

including termination

_______________________________________ _____________________________ Signature Date _______________________________________ Print Name

Documents

Today’s Agenda Review Game Day Information and procedures Review Key Unit Policies Review General Unit Information NPO Mandatory Compliance