Risk Management/ Security Incident Reporting System1/16/14

What Is It? New online application for completing and

submitting incident reports Used for team member, guest, property/auto,

security incidents – restaurants and plants All incidents reported via online application – no

paper forms, no calls to SedgwickNOTE: You will need to continue to use the online menu system for guest complaints (dissatisfaction with service, food, etc.) but not for incidents.

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Benefits Estimated $300,000 annual savings in claims processing Streamlined, more efficient process Easier for field personnel to report and get back to their

jobs; eliminates responsibility of contacting Sedgwick More robust data collection, reporting, analysis Increased communication between Risk Management and

Ops about trends, potential training needs

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Features Cloud-based, accessed via BE|Net

Access based on restaurant/plant #; all managers/ARLs can access

Ability to attach scanned documentation Imports Sedgwick data monthly Entry screens context-sensitive based on preceding data Spellcheck feature

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ReportingWhen to report an incident hasn’t changed:

Whenever there is an incident involving: Guest

Team member

Property damage

Auto accident (company car and/or on company business)

Robbery, burglary, vandalism, fraud, other criminal actions

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InvestigationGuest Incident

Focus on customer service and medical care Take note of circumstances/conditions Document guest’s version of events Interview witnesses, team members who responded Take photos

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Investigation cont.

If incident involves foreign object in food: Obtain object from guest, send to Risk Management

Try to identify source of object

Research number of similar food items served that day

Remember, at all times – display concern and care for the guest, and obtain any necessary medical attention.

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Investigation cont.

Team Member Incident Make sure team member gets necessary medical attention Take note of circumstances/conditions Document team member’s version of events Interview witnesses, team members who responded Take photos if applicable

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InvestigationIn all cases:

Be thorough with documentation Cover 5 Ws (who, what, when, where, why) Document any police action If in doubt – complete a report…better safe than

sorry!

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Accessing the Application

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Compound Incidents Some incidents are not clear-cut Incidents can include more than one category May need to complete more than one report

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Example #1Two team members get into a fight; both are injured

Complete Worker’s Compensation report for each team member

Complete a Security & Loss Prevention report since this is a Workplace Violence incident

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Example #2Guest leaving the parking lot drives through window.

Complete General Liability report for guest May need to complete reports for any other guests injured Complete Property Damage report for building, furniture,

etc.

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Example #3Team member going to catering event involved in accident, resulting in broken arm and damaged car.

Complete Automobile Liability report Complete Worker’s Compensation Report

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Filing a ReportOnce you have filed a report:

Risk Management/Security & Loss Prevention teams will handle

They will make external contacts, gather additional information

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Support Incident Reporting application will be supported by

Risk Management Team Contact Risk Management if you have problems or

questions using application

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What’s Next? You follow up with your GMs on training GMs cascade to their management teams Access to:

Test system

Today’s presentation & notes

Job aid

Practice scenarios

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Test Environment Indefinite access to test environment Provides opportunity for practice without affecting live data or

submitting false claims Test environment is clearly marked on the launch and landing pages

so you don’t mistakenly practice on Live or enter an actual incident on Test.

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TimelineTASK DATE

Training cascaded to GMs, then management teams

January 16 - February 17

Open practice time January 16 - February 27

Live system rollout February 28

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Reference Guide Located on BE|Net Accessible from Risk

Management page or BE|Trained

Use to refresh memory, look up information

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Questions about the new CS Stars Risk Management & Security Incident Reporting

System?

For Workers Compensation questions:  Margaret Latta – (614) 497-4341

For Guest Incident/Injuries:  Christy Lowry – (614) 497-4342For Security-Related issues:  Tyler Shafer– (614) 492-7618

RiskManagementMgt@bobevans.com