Delaware North Sportservice NPO Volunteer Information/media/delawarenorth/files... · 2019. 3....

Delaware North SportserviceNPO Volunteer Information

W E L C O M E

Welcome

. Play 100 years video

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Today’s Agenda

Delaware North as a company

Key Policies

Training and next steps

Acknowledgment forms and paperwork

Delaware North Orientation

DELAWARE NORTH

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Delaware North History


Founded in 1915 by three brothers - Charles, Marvin and Louis Jacobs

Left to Right: Charles, Louis & Marvin

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Branching Out


Canoe Concessions at Park in Buffalo, NY

• It all started with popcorn and peanuts

• In 1930 – the Brothers took over concessions at Tiger Stadium in Detroit – the first Major League Ballpark contract.

• It’s all about the relationships!

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The Partnership Expands


• Airports

• Racetracks

• Olympics

• World’s Fair

• International

Franklin D. Roosevelt at the opening of Washington National Airport

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How Did Delaware North Get Its Name??


Now, the Jacobs Executive Management Center, part of the University of Buffalo School of

Management

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Delaware North Today

• $3 billion in revenues

• One of the largest privately-heldcompanies in the U.S.

• 55,000+ associates worldwide

• Outstanding reputation as a world-class leader in our industry serving half

a billion guests in the U.S., Canada, the U.K., Australia, New Zealand and Asia.


Global Corporate Headquarters

Buffalo, NY

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Chairman and Owner of the Boston Bruins


Jeremy M. Jacobs, Sr.

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Chief Executive Officers


Louis M. JacobsCo-Chief Executive Officer

Jeremy M. Jacobs, Jr.Co-Chief Executive Officer

Charles M. JacobsChief Executive Officer, Delaware

North’s Boston Holdings

12 Delaware North Sportservice Core Refresher

DN Vision

13 Delaware North Sportservice Core Refresher

DN Values

14 Delaware North Orientation

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Delaware North Sportservice


• Known as the anchor subsidiary of Delaware North.

• Leading concessionaire at sports and entertainment venues with over 40 accounts in the U.S.

• Host to 4 world series games and Stanley Cup Playoffs

• More than 25 locations in Major League Baseball®, National Basketball Association®, National Hockey League®, Major League Soccer® and National Football League®, Minor League Baseball and other venues

• Locations include:

– Oriole Park - Camden Yards – Baltimore Orioles

– Progressive Field – Cleveland Indians

– Bridgestone Arena – Nashville Predators

– Key Center – Buffalo Sabres

– Lambeau Field – Green Bay Packers

– Metlife – NY Giants and NY Jets

– Little Caesars Arena – Detroit Red Wings and Pistons

Carlos BernalPresident

Delaware North Sportservice

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®

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GuestPath® Improvement Process

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Delaware North’s Environmental Management System and our

commitment to continuous environmental improvement

Developed to manage the company’s environmental responsibilities

You can do your part:

–Turn off computer, lights, electronics when not in use

–Double side documents when printing/copying, if possible

–Utilize environmental programs, i.e., recycling programs

–Report environmental concerns to managers

GreenPath


DELAWARE NORTH’SKEY POLICIES

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Our conduct is part of the guest experience


�In order to provide excellent guest service, the following actions are not allowed:

�Improper language toward/in front of co-volunteers, managers, 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

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Anti-Harassment Policy

Delaware North is committed to providing a productive climate, free of harassment

Harassment of any kind is not tolerated

Retaliation against others for exercising his/her rights under the policy is prohibited

All harassment must be reported:

• Option 1: Speak with a supervisor or another manager

• Option 2: Call the Associate Hotline @ 800-441-5645

• Option 3: Call corporate headquarters @ 800-828-7240 and ask for the Chief Compliance Officer, Chief Human Resources Officer, or Internal Audit Manager


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Delaware North and Social Media


• Delaware North has a presence on several platforms:

– LinkedIn

– Facebook

– Twitter

– Google+

– Youtube

Become a follower

• Only “authorized spokespersons” are permitted to use social media on behalfof Delaware North (refer to Social Media Certification for more information)

• Delaware North encourages associate participation and engagement, provided it follows some simple guidelines:

– Language and attitude complies with company Code of Conduct and other company policies– Include statement: “views are my own”

DN RULES,GENERAL INFORMATION,

AND BENEFITS

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House Rules

�Property Overview

�Alcohol Policies

�Attire/Uniforms

�Autographs/Fraternization

�Entrance/Exiting the building

�Electronic devices

�Gum

�ID Badges

�Injuries

�Media

�Parking

�Personal Belongings/Lockers

�Promotional Items

�Rehashing

�Scheduling/Group Lead

�Smoking

�Unauthorized Areas

�Watching the Event

PCI Training

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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

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What does it mean to be PCI Compliant?


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

Protect Credit Card Information

• Continuous process

• Business process will change

• Requirements will change

• No guarantee breaches won’t occur

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Why being PCI Compliant is critical?


• It’s the right thing to do based on the million of records being breached recently

• Maintain Delaware North’s reputation of integrity

• We are all responsible for PCI compliance

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

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PCI Compliance and You


• Credit card handling procedures

• Handling lost credit cards

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

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General Handling Procedures


• Obtain signature for transactions over $50.00 for F&B and over $100.00 for Retail

• Ask guest if they want a copy of receipt

• Secure merchant copy of receipt in cash drawer until the end of the shift

BAR TABS PERMITTED IN CERTAIN AREAS ONLY

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General Handling Procedures


The cashier will verify that the guest has signed the back of the card.

• If the guest has not signed the back of the card, the cashier will ask the guest to produce valid government-issued photo identification. The cashier will compare the name on the photo identification to the name on the credit card.

• If "See ID" or “Ask for ID” is written in the signature line on the back of the card (in place of the cardholders signature), it will be acceptable, so long as

the guest provides valid identification.

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Payment Transaction Device (PTD)


• Any handheld or portable stand alone credit card processing unit

• Guidelines

• Must be approved to use a PTD

• Sign out PTD from secured area

• Sign device back to the secured area when finished

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Freedom Pay


• You do not handle the Guest’s Credit Card. They swipe their own card on the device installed front of your POS terminals. These devices are called EMV Readers. (EMV stands for Europay, Mastercard and Visa.)

• You are probably familiar with this type of device as many of the stores you already shop at have devices similar to this.

• Please Note: The customer will ALWAYS SWIPE THEIR CARD. Even if

their card has a chip on it, they will still swipe the card.

• EMV takes payments the following way

• Swipe

• Manual

• Contactless (Apple Pay or Android Pay

•

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Manual Credit Card Transactions


Is 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

• Check for valid expiration date

• If valid, place card & slip in device and process. Include all necessary totals

• Obtain signature for all transactions

• Give a guest copy of receipt

• Secure merchant copy of receipt in cash drawer until end of shift

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Lost Credit Cards


• Give to a supervisor immediately

• If a supervisor 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 a supervisor

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Lost Credit Cards


• Supervisors:

• Bring to unit vault or secured money room

• Log information into Retained Credit Card Log

• Store credit card for 24 hours in a secure location

• If guest returns with 24 hours

– Unit Management can return

– Guest must present valid photo ID

– Guest signs Retained Credit Card Log

• If guest doesn’t return or does not have a valid ID

• We must destroy the card

• If guest calls regarding card they have 24 hours to pick up the card or it’s destroyed.

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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 credit card information

• Third party service provider breaches

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Field Incident Response Plan


Responsibility of every Delaware North Companies’ associate/NPO member to report any potential incidents

To report the incident, call the Delaware North Associate Hotline:

• 1-800-441-5645

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Acceptable Use Policy


• Access to all computers are controlled via a user account and password

• All approved mobile devices are equipped with security features to ensure protection of information

• Users are accountable for all activity and access that occurs under their accounts

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Credit Card Handling Discipline Policy


• Establishes discipline policy as it relates to the handling and processing of credit cards and all related documents and systems

• Applies to all management, supervisory, and all other associates, including non-profit volunteers, responsible for the processing, handling, protection, and retention of credit card and related information

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Recap: What was covered. . .

• What is PCI?

• Why PCI compliance is critical

• Delaware North’s PCI compliance efforts

• PCI compliance and you

• Information security policies

• Credit card handling discipline policy

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In Conclusion

• PCI compliance is here to stay!

• Policies will be strictly enforced

• If you have questions, please ask

Violence in the Workplace Prevention TrainingProgram

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Objectives


• Workplace-Violence Prevention

• Risk Factors

• How to Identify a Threatening Situation

• What to do if you’re in or near a Threatening Situation

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What is Workplace Violence?


Workplace Violence Includes –

• Intentionally shoving or pushing

• Intentional unwanted touching

• Brandishing Weapons

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

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Types of Violence


Workplace Violence can take many forms but it’s generally one of these four types shown here

Criminal Intent: An Intruder – someone outside the organization - commits a violent act while committing a crime (robbery, shoplifting, etc.). Criminal intent violence is the most common, accounting for 85% of workplace homicides.

Customer/Client: Someone with a legitimate relationship to the organization – a customer or client – becomes violent while being served by the organization.

Worker on Worker: An employee or former employee of the organization attacks or threatens another employee in the workplace.

Personal Relationship: Someone with a personal relationship with the intended victim attacks or threatens someone in the workplace. This includes victims of domestic violence threatened or assaulted while at work.

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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

People working under these conditions should be aware of risks.

Managers should provide extra prevention measures if needed.

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Prevention Methods


Methods to 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

Group members should report non-compliance to manager or HR.

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Security Measures


Department heads and managers are responsible for putting necessary security measures in place in their departments and training their employees how to use them. If you require assistance, please contact the Corporate Security department.

SOME IMPORTANT SECURITY MEASURES ARE:

Security Guards/Monitoring

Limited-access

Key Cards

Security Alarms

VisitorSign-InPolicies

Safety Training

Some employees may need specialsystems to enable them to summon help quickly (e.g., a call button under adesk).

Full-time/after-hours guards or monitoring systems may be needed at somelocations.

These security key cards can be issued to employees and include a procedure to change card coding as needed.

With these policies in place, visitors would log the exact time, location, and purpose of all visits.

Certain employees should be trained on first aid, in preparation for the times whenmedical help is not forthcoming.

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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

• Intentional unwanted touching

• Stalking

• “Joking” about violent acts you may take

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

• Any other acts ow workplace violence

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Red Flags


Some behaviors present red flags of a potentially violent incident. If one of your co-workers exhibits red flag behavior, report it to your manager or HR.

History A history of disturbing or threatening/violent behavior

Sudden Change

Alienation

Disdain

Stress

Obsession

Alienation from other employees

Disdain for authority or sympathy for the perpetrator in accounts of violence

Sudden decrease in productivity or decline in personalhygiene

Extreme stress from a life crisis

Obsession with weapons

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Red Flags Cont.


You may also use the Associate Hotline by calling the following numbers:

• In the United States or Canada: 1-800-441-5645

• In the United Kingdom: 0808-234-9943

• In Australia:

1-800-578-102

• In New Zealand: 0800-452-377

Or report online:

https://delawarenorth.ethicspoint.com

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Reporting Violence


It’s everyone’s business to prevent violence in the workplace. All associates are required to report any incidents that may involve the potential for workplace violence. Concerns may be presented to:

• Your Manager

• The Associate Hotline

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Domestic Violence


Delaware North is committed to providing guidance to associates and their managers to address the occurrence of domestic violence and its effects onthe workplace. Victims of domestic violence may have certain workplace rights, such as time-off, schedule adjustments or additional security, under state or local law.

Associates who are the victims of domestic violence should reach out to their Managers or Human Resources for additional information.

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Dealing with a Volatile Situation


If you see red flags or other warning signs of possible violence, be prepared to respond appropriately. If you are interacting with a potentially aggressive or violent person, there are certain guidelines you should follow.

Speak Calmly Remain Polite Be SensitivePosition Yourself

Situate yourself near a door or exit space, so you can flee if necessary.

Stay Calm, speak in low voice, anddon’t argue.

Treat the other person with respect, regardless of his or

her behavior.

Listen with empathy; avoid being judgmental or defensive.

Pay Attention Maintain

DistanceCall 911

Monitor non-verbal clues (tone,

volume, pace, and body language).

Avoid invasion of another’s personal

space – stay at least three feet away.

If the person is out of control, don’t hesitate

to 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, includingtermination.

Dangerous weapons include –

• Firearms – loaded/unloaded, assembled/disassembled

• Knives

• Explosive materials

• Toxic agents

• Spray irritants

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Weapons Cont.


The ban on weapons applies to all associates including associated 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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Reporting Procedures


If a violent situation is imminent, contact your manager immediately.

• If your manager is unavailable, contact another manager or HR.

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

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Response Plan


Violence or threat of violence is against our policy and may be against thelaw.

We will take action against acts or threats of violence by employees or others

• We will investigate all complaints thoroughly

• We will preserve confidentiality to extent possible

Immediate threats

• All legal, human-resource, employee-assistance, community-mental-health, and law-enforcement resources may be used inresponse.

• Risk of injury to all workers must be minimized.

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Other Elements


Department Heads are responsible for enforcing Delaware North’s policies that relate to other elements of the program.

Maintaining

a respectful

workingenvironment

Responding to

grievances

EmployeeAssistanceProgram

Conflict Resolution

Record-keeping

Policies should reduce the likelihood of

hostility, discrimination

and harassment.

Employees should know

where to lodge complaints.

Crisis counseling for

full-time employees.

Training on negotiation,

effective communication, team-building, and dispute-resolution.

Ensuring reports are made to the

Associate Hotline and keeping records of any investigation or disciplinary action

taken.

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Active Shooter Event


An “active shooter” is an individual who is engaged in killing or attempting to kill people in a confined and populated area.

• Victims may be selected at random or targeted because of

a past perceived grievance.

• Event is unpredictable and evolves quickly.

• Knowing what to do can save lives.

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Active Shooter Training Video


https://youtu.be/5VcSwejU2D0


Questions/Comments

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Next Steps

Upcoming Required Training Sessions

• Technical Training

– Accounting Policies and Procedures

– Food Safety

– GreenPath

– Safety and Chemical/Hazcomm Training

– Operational Service Standards and Point of Sale


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What did we review today?


Who Delaware North is and how DN grew to be the company we are today

How NPOs treat our external guests

How NPOs treat the environment

How NPOs treat our internal guests – including the policies and procedures we follow to ensure our workplace is a positive work environment

Introduction to how Delaware North operates

Alcohol Training

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Congratulations andthank you for joining our team!


NPO VOLUNTEERDOCUMENTATION

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ALCOHOL POLICY


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ANTI-HARASSMENT AND NON DISCRIMINATION POLICY


Acknowledgement of Receipt

Anti-Harassment and Non-Discrimination Policy (Revised 4/22/2016)

I hereby acknowledge receipt of the Company’s Anti- Harassment and Non-Discrimination Policy (Revised

4/22/2016).

DATE:________________________

Signature

Print Volunteer Organization’s Name ____________

Print Volunteer’s Name

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PCI VOLUNTEER ACKNOWLEDGEMENT


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VOLUNTEER RELEASE, WAIVER, INDEMNIFICATION, & ARBITRATION AGREEMENT


EXHIBIT B

VOLUNTEER RELEASE, WAIVER, INDEMNIFICATION, & ARBITRATION AGREEMENT

By signing this Volunteer Release, Waiver, Indemnification, & Arbitration Agreement (the “Agreement”), you, the

Participant, waive certain legal rights, including the right to sue. In return for being allowed to participate in volunteer fund

raising activities (the “Activity”) at or around [NAME OF STADIUM], you agree:

1) TO WAIVE ALL CLAIMS that you may have against [SPORTSERVICE ENTITY] and [LEGAL NAME OF CLIENT] and each

of their parents, affiliates, owners, employees, agents, volunteers, participants, and successors-in-interest (collectively,

“Released Parties”), arising out of your participation in the Activity, expressly including any claims arising from any

NEGLIGENT acts or conduct of the Released Parties.

2) TO ASSUME ALL RISKS of participating in the Activity, even those caused by the NEGLIGENT acts or conduct of the

Released Parties. You understand that the risks of participating in the Activity may be both foreseen and unforeseen and

include serious physical injury and/or death and other personal and property damages.

3) TO RELEASE the Released Parties from all liability for any loss, damage, injury, death, or expense that you may

suffer, arising out of your participation in the Activity, even those caused by the NEGLIGENT acts or conduct of the Released

Parties.

4) TO INDEMNIFY the Released Parties from all liability for any loss, damage, injury, death, or expense that you may

suffer, arising out of participation in the Activity, even those caused by the NEGLIGENT acts or conduct of the Released

Parties.

5) TO ARBITRATION. You and the Released Parties agree to submit any and all claims arising out of or related to the

Activity (if for any reason not waived) to final and binding arbitration pursuant to the Commercial Dispute Resolution

Procedures of the American Arbitration Association but excluding the AAA’s Supplementary Rules for Class Arbitration.

Without limiting the generality of this bilateral agreement to arbitrate, you and the Released Parties agree to arbitrate all

statutory and common law claims arising out of or related to the Activity, including but not limited to any negligence or

other tort claims, any claims for breach of express or implied contract, any claims for wages or other compensation, and

any other claims arising from or related to the Activity. You and the Released Parties agree that arbitration shall be

conducted on an individual, non-collective, non-class, and non-representative basis (the “Class Action Waiver”). You

understand that you and the Released Parties are waiving the right to a jury trial in court in favor of arbitration. The

arbitration shall proceed in the county where the conduct giving rise to the dispute occurred. Nothing in this Agreement

shall interfere with any right you may have to file an administrative charge before a governmental agency.

6) THAT YOU ARE A VOLUNTEER. You agree that you are participating in the Activity voluntarily, of your own free will

and volition, on behalf of [GROUP NAME] in order to assist in meeting its charitable goals and mission. You understand and

agree that (i) you are not an employee of [SPORTSERVICE ENTITY]; (ii) you will not receive any wages, compensation, or

employee benefits from [SPORTSERVICE ENTITY] or [GROUP NAME]; (iii) you are not required to work certain or any hours

by [SPORTSERVICE ENTITY]; (iv) if you are employed by [SPORTSERVICE ENTITY], you may not volunteer pursuant to this

Agreement, regardless of whether you are a member or otherwise affiliated with [GROUP NAME]; (v) you are not entitled

to become an employee of [SPORTSERVICE ENTITY] in the future; and (vi) you may stop participating in the Activity at any

time.

7) MISCELLANEOUS PROVISIONS. In entering into this Agreement, you have not relied upon any oral or written

representations other than what is set forth in this Agreement. The invalidity of any provision of this Agreement shall not

affect the enforceability or effectiveness of any other provision, except that if the Class Action Waiver is for any reason

unenforceable, the entire arbitration provision shall be deemed void. You agree that this Agreement shall be effective

8 DN 139901


VOLUNTEER RELEASE, WAIVER, INDEMNIFICATION, & ARBITRATION AGREEMENT CONTD.

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Location Specific Acknowledgments


ID Badges

Uniform Issuance

Delaware North Sportservice NPO Volunteer Information/media/delawarenorth/files... · 2019. 3....

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