EMERGENCY PLAN
XXXX RETIREMENT COMMUNITY
Road
Ottawa, ON, K4A 0G4
Phone: 613-907-9200
Revision Date: Jan 2023
Table of Contents
RHA Requirements Based on Size
Overview
1.1 Goal
1.2 Emergency Planning Requirements
1.3 XXXX Retirement Community Details
1.4 Contractor Contact Information
Chain of Command
Roles and Responsibilities
Fan Out List
Resident Census
Building Description
1.5 Plan activation……………………………………………………………………………………………………………………….
Emergency Procedures…………………………………………………………………………………………………………………………..……17
Hazard Identification Risk Assessment…………………...………………………………...…………………………………………………23
2.1 Universal Code
3
5
5
5
6
7
9
10
11
12
12
14
24
Plan Maintenance, testing and revisions ……………………………………………………………………………………………….25
Partnerships
……………………………………………………………………………………………….26
3.1 Community Partners
26
Memoranda of Understanding
27
4.1 Code Grey - Loss of Essential Services
29
Failure of the Heating System
30
Failure of the Heating System Checklist
31
Failure of the Cooling System
32
Failure of Cooling System Checklist
33
Power Outage
34
Total Loss of Water
35
Major Food Shortage
36
Flood
37
Elevator Entrapment
38
4.2 Code Yellow – Missing Resident
39
Lost/Missing Resident
40
Code Blue- Medical Emergency
43
Code White- Violent Outbursts
48
4.5 Code Red - Fire
49
4.6 Code Orange - Community Disasters
50
4.7 Code Black - Bomb Threats
54
4.8 Code Brown - Chemical Spills
55
4.9 Code Green - Evacuation
58
Plan Maintenance, Testing and Revisions
61
Emergency Kit – Resources nad Supplies for Emergency Response
62
Communication Plan..………………………………………………………………………………………………………………………………….6
3
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RHA Requirements Based on Size
Regulation
Description
More than 10
Residents
Frequency
24.2
24.3
24.4
Emergency Plan in writing
Fire Protection and Prevention Act
Community Agencies, partner facilities and
resources
yes
yes
yes
24.4 (a)
Testing the Plan with community agencies
yes
annually
24.4 (a) (i)
24.4 (a) (ii)
24.4 (a) (iii)
24.4 (a) (iv)
24.4 (b)
24.4 (c)
Testing loss of essential services
Testing missing resident
Testing medical emergency
Testing Violent Outburst
Planned evacuation
Written record of tests and improvements
yes
yes
yes
yes
yes
yes
annually
annually
annually
annually
biannually
annually
24.5 (c)
Testing plans regarding epidemics and
pandemics
Yes
annually
25.2 (a)
Consultation with community agencies, partner
facilities and resources
yes
25.2 (b)
Identification of Hazards and Risk
Emergency Plan Provides for:
Fires
Community Disasters
Violent Outbursts
Bomb Threats
Medical Emergencies
Pandemics and epidemics
Chemical Spills
Missing Resident
Loss of essential services
Evacuation of Retirement Home
Resources, supplies and equipment
Identification of community agencies
yes
25.3 (1) (i)
25.3 (1) (ii)
25.3 (1) (iii)
25.3 (1) (iv)
25.3 (1) (v)
25.3 (1) (v1)
25.3(1) (vi)
25.3(1) (vii)
25.3(1) (viii)
25.3(2)
25.3 (3)
25.3 (4)
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yes
yes
yes
yes
yes
Yes
yes
yes
yes
yes
yes
yes
3
Regulation
Description
More than 10
Residents
25.4 (1)
25.4 (2)
25.4 (3)
25.4 (4)
Emergency Plan Addresses
Plan Activation
Lines of Authority
Communications Plan
Specific Staff Roles and Responsibilities
yes
yes
yes
yes
25.5
Plan evaluation and updates
yes
26.1
Plan developed in consultation with
community agencies
no
26.2
26.3
26.4
26.5
Identify and address hazards and risks
Evacuation steps
resources, supplies and equipment
Identify community agencies, partner facilities
and resources
no
no
no
no
26.6
Plan evaluation and updates
no
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Frequency
annually
annually
4
Overview
Goal
The Emergency Plan has been prepared to facilitate a controlled and coordinated response to an
emergency or perceived emergency occurring within or affecting ___________ Retirement Community. The
goal is to protect the health, safety, and welfare of the residents of ___________ Retirement Community
when faced with an emergency. The Emergency Plan outlines the responsibilities of ___________
Retirement Community and the various Community Partners which would respond in emergency
situations.
Emergency Planning Requirements
The licensee of the retirement residence shall ensure that the Emergency Plan for ___________ Retirement
Community incorporates all aspects of O. Reg 166/11, s. 24, and s. 25.
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XXXX Retirement Community Details
Business/Building Name - XXXX Retirement Community
Address
Ottawa, Ontario
Postal Code
Phone number
Building Owner - Riverstone Retirement Communities
Mike Traub, Vice President
for Bill Malhotra, President, Claridge Homes
Home: 613-599-8243 Cell: 613-853-6642
General Manager – Name
Office: Phone number
Home: Phone # Cell: #
Email –
Emergency Contact List – After Hours
General Manager – Name
Office: Phone #
Home: Phone # Cell: #
Email –
Environmental Services Manager –
Office: Phone #
Home: Phone # Cell: #
Email –
Director of Care –
Office: Phone #
Home: Phone # Cell: #
Email –
Nurse on Duty: Phone #
Contractor Contacts List
Alarm Monitoring Company – Security.ca
Tel: 613-567-5677
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Coffee and Juice Machines – Nestle-Vitality
Tel: 1 800-568-3545
Dishwasher (main) – Hobart
Tel: 1 800-444-4764
Electronics – Capello
Tel: 613-739-7939
Tel (after hours): 613-739-7935
Electrician – Continental Price Electrical
Tel: 613-836-8242
Elevator Contractor – Thyssenkrupp Elevator Ltd.
Tel: 613-731-0810
Fire Alarm Contractor – Pyron Fire Protection
Tel: 613-860-3473
Fire Department – Dispatch (non-emergency)
Tel: 613-232-1551
Generator – Gen Rep
Tel: 613-225-9244
Grease Trap –
Tel:
HVAC Contractor – Ottawa Mechanical
Tel: 613-761-1151
Kitchen Equipment – JS Commercial
Tel: 613-783-0101
Landscaping – _______________
Tel: Phone #
Plumbing – JI Plumbing
Tel: 613-722-8638
Power Outage – Steve, Gen Rep
Tel: 613-218-0022
Ottawa Hydro- Reporting and Information
Tel: 613-738-0188
Rational Oven – ______________
Tel: 613-__________
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Relocation Facilities:
Oakpark Retirement
2 Valour Dr. Ottawa
Nancy Brideau
Tel: 613-260-7144
Bridlewood Trails Retirement
480 Brigitta St, Ottawa
Chaucey Curry
Tel: 613-595-1116
Maplewood Retirement
340 Industrial Ave., Ottawa
Peter Kocoris
Tel: 613-656-0556
Carlingwood Retirement
Stirling Park Retirement
310 Titan Private, Ottawa
Rebecca Wolfgram
Tel: 613-656-1450
Riverpath Retirement
80 Landry St. Ottawa
Francine LaViolette
Tel: 613-327-9655
Willowbend Retirement
1980 Trim Rd, Orleans
Louann Sayeau
Tel: 613-907-9200
Foxview Retirement
1026 Hunt Club Rd
Neil Gorman
Tel: 613-903-9441
200 Lockhart Ave. Ottawa
Corinne Rossiter
Tel: 613-656-0330
Timberwalk Retirement
1250 Maritime Way, Ottawa
Lynda Clingen
Tel: 613-903-6136
Emergency Transportation - OC Transpo
911 – nature of emergency, ‘other/unknown’
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Chain of Command
Emergency Designate /
Person in charge
Emergency
Services
General Manager or
designate
Support Office
Department
Managers
Front Line Staff
Volunteers
Community
Partners
Please refer to Media section for further information
Roles and Responsibilities
All staff are responsible for participating in training of the Emergency Plan.
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Emergency Designate (Charge Person)
●
Assess the situation and determine the appropriate action and code
●
Designate a command post
●
Obtain a copy of the Emergency Plan and have it available at the Command Post
●
Contact emergency services, 911
●
Contact corporate office, if applicable
●
Contact Community Partners if applicable
●
Follow procedures for the appropriate emergency code
●
As necessary, resolve issues as they arise
●
At the All Clear, record how the plan worked, note areas that need revisions and updating
Managers/Staff
●
Responsibilities as assigned by Emergency Designate
●
Adhere to safe work practices in an emergency
●
Report to supervisor any known hazardous situation that may result during an emergency
●
Communicating effectiveness of Emergency Plan at the end of all clear
Staff Training Requirements
Staff working in the home must have received training on:
●
Fire prevention and safety
●
Emergency evacuation plan
●
Emergency plan, and
●
Infection control
Refer to Mandatory Training Requirements policy
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Fan Out List
Please insert updated emergency fan out list and follow Dayforce Broadcast messaging.
XXXX Retirement Community Census
Total number of Suites: _______ Residential Suites; Total Capacity: _____ residents
Building Description
Residential building, __ floors, total of _____ residential suites
Heating system: Gas Fired Boilers
Construction year: ______
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Fireman’s Access: Fire Box is installed outside the main entrance doors eight feet up to the right. It
includes master key. Emergency access by firefighters only. All other keys are located in Fire Command
Centre. Building is occupied at all times.
Fire Records are kept in the Environmental Services Manager’s Office – Lower Level
Fire Plan is kept in the Fire Command Centre – Main Floor, Reception, Kitchen, Staff Room, 2nd and 3rd
floor Nurses Station
This building is a senior’s residence, 2nd and 3rd floors are Group B2, remainder of building is “Group C”
occupancy with six (6) floors above ground and one basement/parking level.
●
Basement/Parking level consists of parking garage, storage rooms, laundry room, electrical
room, washrooms, office, staff lounge, garbage room, fire pump room, pool mechanic room
●
1st Floor consists of fire command centre, reception, communication room, offices, main lounge,
main kitchen, library, pool, physio activity room, hair salon, activity room, housekeeping room,
dining area
●
2nd Floor consists of “Assisted Living” (Memory Care) residential suites, kitchen, dining room,
activity lounge, housekeeping room, and communications room, nursing station and tub room
●
3rd Floor consists of “Assisted Living” (Physical Assisted) residential suites, kitchen, dining room,
activity lounge, housekeeping room, and communications room, nursing station and tub room
●
4th to 6th Floors consist of residential suites and laundry rooms.
●
Roof is accessed by Stairwell “B” and consists of boilers, emergency generator, electrical room
and main gas shut-off. Elevator maintenance access is accessible on the roof.
MAGLOCKS CODES: Basement elevator lobby, Basement Stairwell B, Basement door to staff area, Front
Entrance, Receiving area, Second Floor elevator lobby, Second Floor Stairwell A and Second Floor
Stairwell B – 1234#
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XXXX Retirement Community
Insert Resident Ambulatory List
Plan Activation
Aspects of this plan will be put in place at the direction of the owner/administrator/designate or at the
direction of Community personnel. Once the plan has been activated, the staff of XXXX Retirement
Community will follow the directions laid out within the plan and other policies and procedures as
indicated.
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Responsibilities of the Owner
It is the responsibility of the building owner to ensure an approved, up to date Fire Safety Plan is in place
all the time and to ensure that an emergency organization team is in place which will consist of
Department Managers on hand and the RPN or RPNs on duty.
The owner will also ensure that:
- Maintenance of all building life safety equipment is carried out in accordance with the Ontario Fire
Code.
- Ensure emergency team is properly trained in their responsibilities.
- The General Manager is in complete charge of the approved Fire Safety Plan and specific
responsibilities of all staff and residents.
The General Manger has appointed the Environmental Service Manager to act as the Fire Safety
Coordinator and execute the overall Fire Safety Plan. The Environmental Service Manager is also
responsible for the maintenance and upkeep of the fire and life safety equipment in the building as per
the Ontario Fire Code.
The building operator shall keep access roads, fire routes and fire department connections clear and
accessible always.
The General Manger is responsible for all the staff training at our community. This includes ensuring
staff are familiar with the following:
● Knowledge of their specific duties in the event of a fire
● Use and location of firefighting equipment, pull stations and exits
● Methods to control fire hazards within the community
● Procedures for evacuating the building, including evacuation of impaired residents.
● Procedures for contacting Fire Department and alerting other staff and residents of any fire
situation.
● Staff training will be documented. Staff signatures will be obtained upon completion of the
orientation program.
● Upon completion of the orientation program, staff will be required to know the fire procedures
relating to their departments, and to act upon them in the event of any fire alarm.
Supervisory staff consists of the Nursing Staff and Management Staff and are responsible for the
emergency procedures of the Fire Safety Plan. All supervisory staff is properly trained before given any
responsibility. The training includes:
● Proper operation of the 1st and 2nd stage fire alarm system and its sequence
● Investigating the fire alarm zone activated
● Firefighters’ elevators
● Smoke control equipment
● Emergency Generator
● Designated meeting area
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● Location and operation of sprinkler and standpipe shut offs
● Emergency and management after hours’ telephone numbers
General Manger
● Is in complete charge of the Fire Safety Plan and specific responsibilities of the personnel
● Ensure all staff has been trained in the operation of all the emergency systems in the building and
advise occupants in the use of building safety equipment and actions to be taken under the Fire
Safety Plan
● Holding of fire drills
● Notify the Ottawa Fire Department of changes to the Fire Safety Plan
● Ensure list of people requiring assistance is up to date and available in the Fire Safety Plan and
Emergency Binder
Environmental Service Manager
● Fire Safety Coordinator
● Responsible for the inspection and testing of fire protection and life safety systems in the building
as required by the Ontario Fire Code
● Keep fire records in a designated location
● Ensure all staff has been trained in the operation of all the emergency systems in the building and
advise occupants in the use of building safety equipment and actions to be taken under the Fire
Safety Plan
● In the event of a shutdown of building fire alarm, sprinkler, or standpipes systems the Ottawa Fire
Department will be notified of the extent and duration of the shutdown
● Holding of fire drills
● In the event of the kitchen fire suppression or exhaust systems being inoperable the cooking
equipment shall NOT be used
Management/Supervisory Team
● Will educate and train all building personnel in the use of the existing fire safety equipment and
the action to be taken as per the Fire Safety Plan.
● Will ensure instructions to occupants “in the event of a fire” are posted on each floor and up to
date.
● Ensure schematics are always available for the fire department showing fire equipment locations
● Keep access roadways, fire routes and fire department connections are always clear and
accessible for fire department
● Establish a procedure to facilitate fire department access to the building, meet the fire department
upon their arrival and provide pertinent detail of the fire location and occupants requiring
assistance
● Ensure stairway doors are always kept in the closed and latched position
● Ensure stairs, landing, corridors, and exits are kept clear of any storage or other obstructions
Non-Supervisory Staff
All other staff is considered Non-Supervisory Staff and has received training in the following:
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● Emergency procedures in the Fire Safety Plan
● How to sound the fire alarm and notify the Ottawa Fire Department
● How to contain a fire
● How to evacuate occupants in danger
● How the two-stage fire alarm system works and its sequence
● Kitchen staff in the operation of fixed fire extinguishing system
Emergency Procedures for Staff
Fire Alarm Procedures
If you hear the fire alarm at the Slow Tone when receptionist is on duty,
8:00am to 9:00pm:
Receptionist:
●
Will proceed to fire panel in the Fire Command Centre, and determine which building zone the
alarm is in.
●
Make the announcement following the script in the Fire Command Centre
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●
Contact the charge nurse by portable phone and wait for the Charge Nurse update after they have
investigated the cause of alarm.
●
Remain at the Fire Command Centre with a copy of the fire plan, all building keys and resident
occupant list and await the arrival of the fire department.
●
Upon their arrival update them as to the situation.
Nurse in Charge:
●
The nurse in charge on the 3rd floor will identify the location of the zone in alarm via the 3rd floor
Annunciator at the Nurses Station and, if safe to do so, investigate the cause of alarm.
●
Upon alarm investigation update the receptionist via portable phone of the situation.
All Members of emergency Team/Staff
●
Immediately proceed to the reception desk unless you are with a resident
●
Housekeeping to ensure all carts are stowed out of hallways and exits
●
Kitchen staff to ensure all cooking equipment is shut down
●
Maintenance to ensure all equipment is stowed out of hallways and exits
●
Nurse in charge to direct two staff members to each floor to assist.
●
Ensure all residents remain calm and, in their room/area
●
2nd floor PSW to remain on the floor.
If you hear the fire alarm between 9:00 pm and 8:00 am
Nurse in Charge:
●
Proceed to fire panel in the fire command centre
●
Contact staff/emergency team via portable phone as to the affected zone
●
Make the announcement following the script in the Fire Command Center
●
After the announcement is made leave entrance doors unlocked for fire services and leave door to
the Fire Command Centre open. Return to fire floor to assist PSW.
●
Keep phone communication open to receive updates from the PSW after they have investigated
the cause of the alarm.
●
Upon fire department arrival to fire floor update them as to the situation.
●
Follow direction of the fire department.
● Make “all clear” announcement after given the OK by the fire department.
PSW:
●
The PSW on the 3rd floor will identify the location of the zone in alarm via 3rd floor annunciator at
the Nurses Station and, if safe to do so, investigate the cause of the alarm.
●
Upon alarm investigation update the Nurse in Charge via portable phone of the situation.
●
Begin evacuation of fire area starting with rooms closest to the fire area.
●
Please note that the suite doors have a 20-minute fire rating so unless smoke or fire are passing
through the door, or any other hazardous conditions are prevalent you may cross in front of door.
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In both instances, it will be the fire department that orders a full evacuation of the building.
Emergency team and staff general duties 8:00am to 9:00pm
●
Stop all activities and remain calm
●
Cooks – will shut down all kitchen equipment and check their area for potential problems, then
report to reception and let them know that everything in the kitchen is secure and that the range
hood is shut down automatically if it was on.
●
Servers – turn off all coffee machines
●
PSW to always remain on the 2nd floor
●
Nurse in Charge to assign staff members to be posted at Stairwell “A” and “B” and the elevator
entrance to basement.
●
Dining Room / Kitchen staff to report to reception for further instructions.
●
Listen for further instructions over the PA system.
●
Do not leave the building until you are instructed to do so.
●
DO NOT USE ELEVATORS
Housekeeping/Laundry/Maintenance Department 8:00am to 9:00pm
●
Stop all activities and remain calm
●
Turn off all appliances/laundry equipment, put housekeeping carts away in housekeeping room or
vacant suite.
●
Close all doors and windows in your area
●
Proceed to reception for further instructions.
●
Laundry personnel are to shut down all equipment, close doors and proceed to the reception for
further instruction.
●
Do not leave the building until you are instructed to do so.
●
DO NOT USE ELEVATORS.
Activities Department and Volunteers 8:00am to 9:00pm
●
Stop all activities and remain calm
●
Stay with residents and keep them calm. Inform the front desk where you are and which residents
are with you
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●
If not with residents, proceed to reception for further instructions.
●
Do not leave the building until you are instructed to do so.
●
DO NOT USE ELEVATORS.
Alarms from 9:00 pm to 8:00 am
If there is an alarm between these hours, we only have minimum staffing in the building. The alarm
company is instructed to call the fire department immediately if it is an alarm and not a trouble signal so
that back up is on its way promptly.
Nurse in charge will proceed to the Fire Command Center where she will make the following
announcement:
PLEASE STAY CALM.
WE ARE INVESTIGATING THE SOURCE OF THE ALARM
AND THE FIRE DEPARTMENT IS ON THEIR WAY.
PLEASE REMAIN IN YOUR SUITE UNTIL FURTHER NOTICE.
Once the announcement has been made the nurse will proceed to the fire floor.
Staff members on the 3rd floor will look at the fire panel and notify staff of location then proceed to the fire
floor.
PSW from the 2nd floor remains on the 2nd floor and keeps moving between looking toward stairwell A and
B until the nurse provides further direction.
The fire department has a set of keys to get into the building. It is not necessary to meet the Fire Department
at the door once it is opened.
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Emergency Procedures for Occupants
The following emergency procedure signage is affixed to the wall at all fire alarm pull stations and on the
door of all suites.
IN CASE OF FIRE
IF YOU DISCOVER A FIRE
LEAVE THE AREA OF DANGER
CLOSE ALL DOORS IN YOUR PATH OF EXIT
SOUND THE FIRE ALARM
TELEPHONE THE FIRE DEPARTMENT FROM AN AREA OF SAFETY
911
USE A SAFE EXIT STAIRWELL
DO NOT USE THE ELEVATORS
UPON HEARING THE FIRE ALARM
IF CONTINUOUS SIGNAL, LEAVE BUILDING VIA NEAREST EXIT CLOSING ALL DOORS BEHIND YOU
IF INTERMITTENT SIGNAL, STAND BY AND PREPARE TO LEAVE THE BUILDING
CAUTION
IF YOU ENCOUNTER SMOKE IN STAIRWAY, USE ALTERNATE EXIT OR IF ALL STAIRWAYS ARE
AFFECTED, IT MAY BE SAFER TO STAY IN YOUR ROOM
CLOSE DOOR AND PLACE WET TOWEL AT BASE OF DOOR
REMAIN CALM
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General Safety Practices in a Fire Emergency
● Know the location of your exits, pull stations and fire extinguishers
● Call the fire department – 911
● Know your address
● No person shall intentionally disable a smoke alarm as per the Ontario Fire Code
● Do not tamper with or cover the in-suite audible device
● DO NOT USE THE ELEAVTORS
● Always feel the stairwell door for heat before entering. If not hot open slowly to make sure there
is no smoke. If you encounter smoke do not use. Use alternate stairwell
● If you cannot exit via the stairwells return to your suite/area or knock on a nearby suite and take
refuge. Wait for further instructions over the PA system
● NEVER take stairs to the roof. Smoke rises and the roof doors are locked. You may become
trapped
● Remember to stay close to the ground in a smoke-filled environment as smoke rises
General Instructions in event of fire
All staff is expected to act according to their specific department’s procedures in the event of that a fire
alarm is heard. The following are general rules that apply to all staff in the event of a fire alarm:
● Do not use elevators
● Do not attempt to move through areas of heavy smoke
● If you must move through a fire area, stay low
● Do not investigate a fire situation unless you have contacted the nurse in charge
● Immediately report any fire hazards to the nurse in charge
● If the fire alarm sounds, carry out your assigned procedures
● Do not attempt any procedure that will put you in danger
● Always know your procedures. If you are unsure, ask your supervisor
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Total Evacuation Procedure
A full building evacuation will normally be carried out only upon the direction of the RPN in charge or the
Ottawa Fire Department. An announcement will be made over the building PA system.
●
Reception or RPN will notify one of the managers when the decision has been made to evacuate.
●
The Manager involved will contact the other managers and the 2 RPNs to meet in the Marketing
Office. If after hours, call the GM and she will initiate calls to the other managers. This will initiate
our fan out list. The GM is also responsible for contacting the Vice President, Mike Traub. Mike Traub
will be the only designate to speak to the press as per our Public Relations Protocol.
●
Reception will make several copies of the resident list and give them to the Evacuation Team along
with copies of the sign in and out sheets. Reception will direct anyone entering the building to go
directly to the designated meeting area (dining room).
●
The team will be informed that we have to evacuate the building, and everyone will be given a task.
If this is not a fire emergency, we may be able to use the elevators.
●
The 2nd floor RPN will call 911 and state that our emergency is unknown this will initiate dispatch of
all emergency services to our location. Our evacuation community will have to be notified at this
time as well. (List our communities and any other you may have agreements with)
●
The 2nd Floor nurse or PSW will load all of the medical files onto the carts and ready the med carts
for transport.
●
3rd Floor Nurse will be instructed to go to the Fire Command Center and make an announcement
that we will be evacuating the building. All residents should prepare themselves to leave their suites
once they have been notified to do so. The evacuation will start on the 6th floor, and we will work
down. You will be directed by staff. The nurse will then proceed to the 6th floor with caution vest
to begin the evacuation of the 6th floor.
●
If using the elevators, only if directed to do so by the Ottawa Fire Departments, both elevators will
be put on service and a member of the Emergency team will man both elevators.
●
Staff will be given clear direction to begin evacuation
●
Evacuation will begin with suites closest to the elevators.
●
Once a suite has been evacuated, evaculever will be engaged.
●
A staff member will be designated to check off residents as they come down
●
A staff member will be sent to the basement / garage
●
A PSW will always remain on the Memory Care Unit
●
Is there are any residents unaccounted for, the GM or designate will investigate.
●
Once residents have embarked the bus all staff should meet at the designated meeting area to
board the bus.
Everyone should be encouraged not to rush and to keep residents calm.
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Hazard Identification Risk Assessment
Insert risk assessment document, specific to each property
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Definitions
2.1 Universal Code
CODE RED – FIRE
CODE BLUE – MEDICAL EMERGENCY
CODE WHITE – VIOLENT OUTBURSTS
CODE YELLOW – MISSING RESIDENT
CODE BROWN – HAZARDOUS SPILL
CODE ORANGE – COMMUNITY DISASTERS
CODE BLACK – BOMB THREAT
CODE GREEN – EVACUATION
CODE GREY – LOSS OF ESSENTIAL SERVICES
NO COLOUR CODE – EPIDEMICS AND PANDEMICS
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Partnerships
3.1 Community Partners
To ensure the licensee of a retirement home has arrangements with Community Partners to assist the
licensee in the event of an emergency within the residence and to consult with the Community Partners
to ensure their services match the needs of the licensee and are available to the licensee during an
emergency, O. Reg. 166/11, s. 24 (4)
Agreements and memoranda of understanding documents will be negotiated regularly with Community
Partners, both private and public, and will be included under Appendix 5.
Community Partners will ensure appropriate plans and implementation procedures are developed for
carrying out their roles and tasks. Community Partners will ensure that the health, safety, and welfare of
the residents of XXXX Retirement Community are considered when developing and implementing plans
and procedures.
Community Partners:
Pharmacy
Medical Arts Dispensary
Insert Name
Tel: 613-232-4851
Food Supplier
Gordon Food Services
Insert Name District Sales Rep.
Tel: 613-xxx-xxxx
Transportation Company – OC Transpo
Call 911 – nature of emergency, ‘other/unknown’ (Emergency Services arranges transport)
Relocation Community
Oakpark Retirement
2 Valour Dr. Ottawa
Nancy Brideau
Tel: 613-260-7144
Bridlewood Trails Retirement
480 Brigitta St, Ottawa
Chaucey Curry
Tel: 613-595-1116
Maplewood Retirement
340 Industrial Ave., Ottawa
Peter Kocoris
Tel: 613-656-0556
Carlingwood Retirement
Stirling Park Retirement
310 Titan Private, Ottawa
Riverpath Retirement
80 Landry St. Ottawa
200 Lockhart Ave. Ottawa
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Corinne Rossiter
Tel: 613-656-0330
Rebecca Wolfgram
Tel: 613-656-1450
Francine LaViolette
Tel: 613-327-9655
Timberwalk Retirement
Willowbend Retirement
1980 Trim Rd, Orleans
Louann Sayeau
Tel: 613-907-9200
Foxview Retirement
1026 Hunt Club Rd
Neil Gorman
Tel: 613-903-9441
1250 Maritime Way, Ottawa
Lynda Clingen
Tel: 613-903-6136
Shelter for External Group
Riverstone Communities may act as an emergency reception for other healthcare institutions and
retirement communities in crisis and in event of certain Community Disasters.
The staff member who receives the request will inform the General Manager or Designate immediately.
The General Manager or Designate will assess the type of persons the home is able to receive if they are
not a pre-arranged partner.
Ensure the rest of management team and staff are informed, determine the number of staff required to
accommodate, designate an assessment and holding area. Appoint staff / volunteers to provide food,
beverages, supplies and any other items required to make the incoming residents comfortable.
Inform support office and others as appropriate (LHIN, OPH, etc.)
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Memoranda of Understanding
Between
XXXX Retirement Community
And
Medical Arts Dispensary
Medical Arts Dispensary is committed to assisting XXXXXXX Retirement Community during emergencies
affecting the residents of XXXXXX Retirement Community.
Medical Arts Dispensary agrees to provide XXXX Retirement Community with the following:
Before emergency:
emergency.
this would be supplies/services/personnel to have on hand for use during an
During emergency: this would be supplies/services/personnel to access during an emergency
After emergency: this would be supplies/services/personnel to use following an emergency.
This Memoranda of Understanding, MoU, begins on the date signed and is valid for a period of 1 calendar
year. This MoU can be cancelled by either party with 90 days’ written notice.
Insert Name
Medical Arts Dispensary
__________________________________________
General Manager
XXXX Retirement Community
Address
________________________________________
___________________________________________
Signature
Signature
________________________________________
___________________________________________
Date
Date
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Memoranda of Understanding
Between
XXXX Retirement Community
And
Gordon Food Services
Gordon Food Services is committed to assisting XXXXXX Retirement Community during emergencies
affecting the residents of XXXXXX Retirement Community.
Gordon Food Services agrees to provide XXXX Retirement Community with the following:
Before emergency:
emergency.
this would be supplies/services/personnel to have on hand for use during an
During emergency: this would be supplies/services/personnel to access during an emergency
After emergency: this would be supplies/services/personnel to use following an emergency.
This Memoranda of Understanding, MoU, begins on the date signed and is valid for a period of 1 calendar
year. This MoU can be cancelled by either party with 90 days’ written notice.
Insert Name, District Sales Rep.
Gordon Food Serices
1435 Sandford Fleming, Ottawa, ON K1G 3H3
General Manager
XXXX Retirement Community
Address
________________________________________
___________________________________________
Signature
Signature
________________________________________
___________________________________________
Date
Date
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4.1 Code Grey - Loss of Essential Services
Our goal is to provide a safe and secure environment for all residents, staff and visitors. Code Grey policies
will be implemented based on:
●
Loss of Heating System
●
Loss of Cooling System
●
Power Outage
●
Total Loss of Water
●
Major Food Shortage
●
Flood
●
Elevator Entrapment
At least annually, the Loss of Essential Services policies will be tested based on the Emergency Plan and
including Community Partners, O.Reg. 166/11, s. 24 (5)(a)(i).
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Failure of Heating System
During Extreme Cold Weather
1.
If the failure of the heating system is due to a power failure, refer to the power outage policy and
checklist.
2. If the failure is only related to the heating system, contact the GM/Environmental Service Manager
or Charge Nurse on duty who will contact the contracted service provider, Ottawa Mechanical
(613-761-1151), for the heating system to come to the residence and investigate and restore the
heating system.
3. Until the heating system is restored, the following procedures should be followed:
o Ensure all windows and exterior doors are closed
o Ensure all residents are kept warm and safe (i.e. gas fireplaces in the library and lounge may
provide some heat)
o Make available additional blankets to keep residents warm
o Keep vacant room doors and blinds closed
o In the event the temperature drops below acceptable level and/or the heating system will
not be restored for an extended period of time, evacuation may be initiated at the approval
of management.
4. Document all procedures implemented.
Name of Heating Contractor:
Ottawa Mechanical Contracting Inc.
Telephone Number: 613-761-1151
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Failure of Heating System Checklist
Date of Heating System failure: _______________________
Initials of Staff
Check thermostat to ensure it is set for heat
Contact GM/Environmental Service Manager or Charge Nurse on
duty to contact contracted service provider
Implement additional procedures found in the Loss of Heating
System Policy
Charge person to consult with GM/Environmental Service
Manager to determine if the residence will need to be evacuated.
Name of Heating Contractor:
Ottawa Mechanical Contracting Inc.
Telephone Number: 613-761-1151
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Failure of Cooling System
During Extreme Hot Weather
1.
If the failure of the cooling system is due to a power failure, refer to the power outage policy and
checklist.
2. If the failure is only related to the cooling system, contact the GM/Environmental Service Manager
or Charge Nurse on duty who will contact the contracted service provider for the heating system
to come to the residence and investigate and restore the heating system.
3. Until the cooling system is restored, the following procedures should be followed:
o Advise all residents of the extreme weather by posting advisory signs and advising
everyone to stay indoors.
o Determine potential risk of hot weather – related illness for each resident.
o Reduce the temperature in the residence by using the following: portable fans or moving
residents to a cooler room in the residence.
o Ensure that residents maintain adequate fluid intake. Each resident should be encouraged
to drink 8-10, 240mL glasses of fluid each day.
o Revise menus to reduce the amount of heat produced in the kitchen. Serve foods which
are high in water content.
o Encourage residents to wear lightweight, light-coloured, single-layer, cotton clothing.
o All residents should be monitored for the possibility of hot weather-related illness.
o In the event the temperature rises above acceptable level and/or the cooling system will
not be restored for an extended period of time, evacuation may be initiated at the approval
of management.
4. Document all procedures implemented.
Name of Air Conditioning Contractor:
Ottawa Mechanical Contracting Inc.
Telephone Number: 613-761-1151
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Failure of Cooling System Checklist
Date of Cooling System failure and/or Hot weather: _______________________
Initials of Staff
Check thermostat to ensure it is set for air conditioning
Contact GM/Environmental Service Manager or Charge Nurse on
duty to contact contracted service provider
Begin procedures to reduce temperature in the building (air
conditioning, fans, attic ventilation)
Implement additional procedures found in the Loss of Cooling
System Policy
Charge person to consult with GM/Environmental Service
Manager to determine if the residence will need to be evacuated.
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Power Outage
Procedure:
1. The trouble alarm will signal in the event of a power failure.
2. In the event of total loss of power, the designated charge person will contact hydro/PUC and
determine the anticipated duration of the power loss.
3. The charge person will implement the power failure checklist to ensure all appropriate measures
are taken.
4. Have a telephone available that can be plugged into a telephone outlet to allow outgoing calls
during a power failure. Phones are on the generator so should remain operational during a power
outage.
5. The designated charge person will notify the fire department that the power is off and a fire safety
patrol to monitor residents’ rooms, corridors, common areas, service areas for potential fire safety
hazards every ½ hour.
6. If the power supply will not be restored for an extended period of time, the charge person is to
consult with the GM/Corporate Office and hydro to determine and prepare for a total building
evacuation if required.
7. Document all procedures implemented.
Contact:
Hydro Ottawa
Telephone Number: 613-738-0188
Loss of Power
Partial Power Failure:
Contact the Environmental Service Manager for directions (power will be switched to emergency
generator immediately)
Contact the Hydro Ottawa for information.
Total Power Failure
Contact electrical utility – Hydro Ottawa
Contact the Environmental Service Manager and /or General Manager for directions. Ask for instructions if
the emergency generator does not start automatically.
If possible, determine the length of time power will be out. If it is a major failure, the power is expected to
be out for four hours or more, implement the appropriate contingency plan.
If someone is trapped in the elevator contact the elevator contractor.
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Total Loss of Water
Procedure:
1. In the event of a total loss of water, contact GM/Environmental Service Manager or Charge Nurse
on duty to contact the contracted service provider/or City of Ottawa to determine the anticipated
duration of the loss of water.
2. Contact the environment staff person on duty, or on call for direction.
3. The charge person will determine if necessary to implement procedures for Emergency Water
Supply – including contacting supplier with whom the residence has agreements to supply
emergency water and the equipment necessary.
4. Document all procedures implemented.
Name of Contractor:
Clean Water Works
Telephone Number: 613-745-2444
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Major Food Shortage
Procedure:
In the event of a shortage of food from supplier the residence may initiate the following steps under the
direction of the General Manager:
●
Purchase food supplies from a local grocery store
●
Enact Memoranda of Understanding with Community Partners, if applicable
●
Arrange with local restaurants to provide meals
Name of Supplier:
Gordon Food Services
Insert Name, District Sales Rep
Telephone Number:
Complete Purchasing Group
Tammy Armstrong, Account Manager
Telephone Number: 613-850-5734
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Flood
In the event of a flood, determine if the flood is related to equipment failure or weather.
● Evacuate the flooded area and contact Environmental Service Manager or General Manager in the
event of a flood.
● Ensure there are no injuries or danger in the flooded area.
● If the area is unsafe for the residents, move the residents to a safe location.
● Check for loose power lines or any fallen or damaged electrical wires. If any are found, contact your
local utility company or the emergency services.
● Check for gas or propane leaks. If you smell explosive fumes such as gasoline, natural gas, or
propane, evacuate the property immediately and call your local gas company or emergency
services. Do not enter the building until all clear.
● Safely deal with dangerous items on your property. Contact your municipality or provincial
environment ministry to find out how to properly dispose of hazardous materials such as chemical
containers that may have opened or be leaking. Wear rubber gloves, goggles, and protective
clothing when handling hazardous materials.
● It is important to dry out, clean, and disinfect the flooded area as soon as possible, but do not return
until it is safe to do so.
● Do not go into a flooded area alone – always go with another person.
● Listen to local officials to know when the flooded area is deemed safe for return.
● If the building is mainly free of water, turn off the electricity at the breaker box or call your local utility
company if the breaker box is inaccessible.
● Pursue clean up and repair damage depending on the severity of the flood.
Weather Related:
● Monitor warnings from local authorities when weather conditions are present that may trigger a
flood.
● If flash flooding is known in your area and a warning has been issued, move residents, staff and
visitors to higher ground.
● Be prepared to evacuate and implement a CODE GREEN if instructed by Emergency Personnel.
Name of Contractor:
Clean Water Works
Telephone Number: 613-745-2444
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Elevator Entrapment
Procedure:
1.
2.
3.
4.
5.
Contact the elevator company responsible for service
Determine the timeframe for the contractor to correct the issue.
If necessary, contact emergency services at 911
Provide regular communication with person(s) trapped in the elevator
Make arrangements for transporting residents and services
If a staff person is alone on shift and becomes trapped in the elevator:
1. Use the emergency phone to call Reception or Nurse/PSW portable.
2. Contact the General Manager and advise of the situation
Name of Contractor:
ThyssenKrupp
Telephone Number: 613-731-0810
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Code Yellow – Missing Resident
Our goal is to provide a safe and secure environment for all residents, staff and visitors. Code Yellow
policies will be implemented when a resident is deemed missing.
At least annually, a test of the Missing Resident policy based on the Emergency Plan and including
Community Partners, O. Reg. 166-/11, s. 24 (5)(a)(ii).
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Lost / Missing Resident
If you suspect that a resident is missing from the building, the following procedure should be followed:
● Check to ascertain if the resident left the residence with a responsible person.
● Notify all staff on duty a resident is missing. Identify with photograph of the missing resident to the
staff involved in the search.
● Search all the rooms in the building including bedrooms, bathrooms, tub rooms, lounges, kitchen,
staff rooms, closets, maintenance office, treatment room. Assign staff to specific areas/zones. Have
master/suite keys available for staff search.
● Check the grounds surrounding the building.
● Assign a staff member to make an in-car search of the area.
● Have a name badge available for identification.
● If the resident cannot be found, notify the local police department / General Manager/ Director of
Care.
● If the resident still has not been found, the Manager on duty will contact the resident’s family member
(POA/SDM) to inquire if the resident was removed under their custody from the Home for an
appointment or day trip and ensure it wasn’t a sign-out mission. If not, the family should be informed
that the resident is missing from the Home and that the Manager will be notifying the Police to aid in
the resident search.
● Give the police a complete and concise description of the resident i.e. what the resident was wearing,
age, weight, height and any other pertinent facts i.e. uses a cane, has a limp, left arm paralyzed, wears
a baseball cap, etc. Give the police officer the picture of the resident.
● Inform family/substitute decision maker.
● Complete incident report and file in resident’s file. Document time the resident last seen, by whom,
time resident noted missing, search procedures, any unusual behaviour of the resident and who was
notified/time of the missing resident.
● Be sure to advise police service and family/substitute decision maker when resident has been found
and returned to the residence.
If a person with dementia is missing:
● Stay calm and make a thorough search of the home and surrounding areas.
● Notify the Director of Care and the General Manager immediately.
● Notify the family.
● Walk or drive around the block and immediate area and to any places the person might regularly
visit.
● DOC and GM will notify the family and local police and file a missing person’s report.
● Advise the police that the person has dementia and of any concerns for their safety. It is important
to provide the local police with the following information:
o Physical description of the missing person including distinguishable features
o Description of what the person is wearing
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o
o
o
o
o
Recent photograph of the missing person
Where and when the person was last seen or heard from
Places the person might visit
List of any medical problems or medications the person might need
Names and contact numbers of family members and friends
When the missing person returns home:
DOC will immediately notify the family and the police (if the missing person has not been located by them).
Do not scold or show anxiety no matter how worried or inconvenienced you may have been. They may
have been confused and frightened themselves.
Wandering Residents
To make all personnel aware of proper procedure to follow in order to protect wandering residents or in
the event that a resident is found missing from the residence.
1. Identify all residents who are considered potential wanderers and who are known wanderers by the
following methods:
a. A current photograph must be kept in the resident’s profile information binder located in
the Nursing Office.
b. The resident care plan and/or resident chart must be identified by the placement of a
“yellow dot” on the spine of the resident chart.
c. The resident is registered with a local “Wandering Program”. Alert staff through
communication tools about the potential wanderer.
2. A current physical description should be available on the resident's chart.
3. The resident's chart should contain a description of the residents’ behaviour patterns relating to
his/her wandering habit, e.g. putting on hat and coat.
4. If a resident appears more agitated or upset than normal or has indicated an intention to leave the
residence, notify all personnel.
5. When a resident cannot be located, the procedure for a Missing Resident must be implemented
immediately.
Safety and Security of Cognitively Impaired Residents
XXXX Retirement Community will ensure special precautions are taken and adhered to in order to ensure
the safety and security of all residents deemed cognitively impaired and/or who reside in the Memory Care
unit (secured unit). The Memory Care unit is equipped with the maglock system on all exits from the
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environment and those residents will not be permitted to vacate the Memory Care Unit (MCU) without
supervision.
Procedure:
The Director of Care and Nursing staff will recommend to the Power of Attorney or family members that
residents with identified cognitive impairment be registered with the local Wandering Registry. Care staff
assigned to the Memory Care Unit (MCU) will ensure the whereabouts of each resident at the beginning
and end of each shift by conducting a physical check and by conducting report with other care and nursing
staff in the community. All residents are to be accounted for by care or dining staff during pre-scheduled
meal times and during pre-scheduled medication administration times.
Care staff must verify the maglock system is working properly (securing all exits) at the beginning and
throughout their shift. Any malfunctions must be communicated with the maintenance staff or the Director
of Care immediately and the exit monitored to prevent residents from wandering off the secured floor. The
codes to the maglock system must not be issued to any unauthorized individuals to ensure the security of
the residents on the secured MCU environment and prevent residents from leaving the floor through an
opened door unnoticed.
When leaving the secured MCU, the resident must be accompanied by family member or authorized
personnel only. Residents who are authorized to vacate the secured environment must have the
companion ‘sign’ the resident ‘out’ or ‘in’ the building in the Log at Reception.
A communication system is in place for MCU staff to immediately communicate the status of a resident
residing on the Memory Care Unit to Reception or to the Charge Nurse. When possible, reception staff
should communicate the arrival of visitors to the Memory Care Unit to avoid a resident vacating the floor
unsupervised.
If a cognitively impaired resident is discovered missing from the community, the procedures relating to
Missing Residents will be strictly followed and documented.
All staff areas (including ding room/services, therapeutic tub room, storage rooms housekeeping
chemicals) and unoccupied resident suites must be kept always secured. Housekeeping carts must be
always monitored, and chemicals and supplies locked inside the cart compartment.
A minimum of one employee is required to always staff the secured MCU environment.
Please see Appendix: Schematic Drawings to be used in search procedure.
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Code Blue – Medical Emergencies
Procedure:
A Code Blue is initiated by a staff member if a resident/ visitor/ staff is exposed to a life-threatening
situation.
Announce Code Blue
● Stay with the individual in distress until medical assistance arrives
● Have another staff person check the chart for DNR status if there is a loss of vital signs prior to EMS
arriving.
● If a resident’s physician, or the physician on call, cannot be reached, and a resident requires
immediate emergency medical attention, the resident must be transferred via ambulance to the
closest hospital.
When contacting emergency services (911):
● Remain calm
● Be prepared to respond to the following questions:
o Name of Retirement Community
o Street Address
o Location of the incident (i.e. dining room, resident’s room etc.)
o Date of birth of the individual if available
o Medical status of the individual (i.e. breathing/not breathing, stable/not stable, pulse/ no
pulse etc.)
● Notify the emergency department and contact physician after the resident has been transferred
● If the resident is transferred to hospital without a physician’s order, the Charge Nurse/ designated
staff will document the Physicians Progress and Order sheet, “Resident transferred to hospital via
ambulance. Dr. ___________________ notified/ Nurses signature, Reg. N./ Designated staff member.”
At least annually, a test of the Medical Emergency policy based on the Emergency Plan and including
Community Partners, O. Reg. 166-/11, s. 24 (5)(a)(iii).
Accidental Death
In the event of a death the attending physician is notified by DOC or Charge Nurse. The resident’s next of
kin will be notified by attending physician. If the death is accidental staff should notify coroner directly.
Out of courtesy, family physician should be notified. The suite is to be locked.
Automatic Investigation:
Coroner’s investigations will be automatically conducted into:
● All deaths that qualify under section 10(1) of the Coroner’s Act. (Suddenly and unexpectedly; i.e. result
of violence, misadventure, negligence, misconduct, malpractice)
● Any death where there has been any complaints or concerns from any individual regarding care
given by institutional personnel.
● A possible cluster death incident.
● Resident’s room will be locked. No unauthorized person allowed in.
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● All documentation is recorded in nurse’s notes; complete an incident report as per the residence
policy.
Expected Death
The following procedures are in place to ensure the resident’s dignity is maintained.
In the event of expected death, the residence staff will:
● Notify attending physician re vital signs absent.
● Next of kin notified by physician or Charge Nurse.
● Attending physician may visit residence or will sign Death Certificate at the funeral home, examine
the resident and pronounce his/her death with documentation. The Coroner may be notified by the
Attending Physician if deemed appropriate.
● All applicable documentation is completed by Doctor and DOC or Charge Nurse.
● Resident may be moved to the funeral home after physician is notified and is content not to call
coroner.
● Door is locked.
Notify the Director of Care or General Manager, if applicable
Transfer after Death – Expected Death (Palliative Care)
When a resident’s health deteriorates to a point where medical intervention would be futile and they have
made an informed decision with their physician and family NOT to be RESUSCITATED and they do NOT
wish to be transferred to the hospital to die with strangers but request only to be kept comfortable, it is
our policy to provide them with “Palliative Care”. The resident and their family must understand, that
should the resident become excessively restless/confused that the nurses be allowed to order bedrails
(rental cost to be paid for by the family/resident) for their safety. In the event of this need, staff must ensure
compliance with policy regarding restraints. Also, if the resident’s care level should increase to the point
where our staff could no longer provide adequate nursing intervention, then the resident/family would be
expected to pay for “Private Duty” nursing care. If possible, the community would try to schedule its own
staff to provide some, or all, of this private care. The resident’s physician would have to be in agreement,
as palliative care would require them to be available to come to the residence to medically manage the
palliative process and “Pronounce” and sign the “Death Certificate”, and to provide the orders for any
Narcotics to control the resident’s pain.
The community cannot provide nursing care in the forms of: Intravenous Therapy, or Tube Feedings,
however, we will provide Palliative Care Measures such as:
● Ongoing pain assessment and control (with use of Statex, MS Contin or injectable Morphine
prescribed by the physician)
● Use of other Palliative care medication as required for agitation and drying up secretions.
● Frequent mouth care
● Frequent turning/repositioning with skin care and massage ( to prevent decubitus ulcerations)
● Adequate nutritional and fluid intake for as long as can be tolerated orally, (soft, high caloric, easily
digested foods)
● Control of nausea/vomiting (sometimes a side effect of the narcotics)
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Note: Oral/Pharyngeal suctioning can only be provided by certain facilities under special
circumstances.
● Emotional Support of the resident and their family involves understanding of the five (5) stages of
Dying (Denial and Isolation; Anger; Bargaining; Depression and finally/hopefully Acceptance or
Resolution). Not all residents will progress through all the stages, nor in the same order. The staff
must be always non-judgemental in their care. This may be stressful for the staff and support for
each other is an important part of the palliative process. Some staff will be better suited to this type
of care than others.
● Timing of procedures/physical care (i.e., sponge baths, linen changes) is important so as not to
exhaust the resident or disturb close family interactions.
● Acknowledgement and respect of resident’s religious practices.
● Once the resident is in the “End Stages” and unconscious, encourage family/friends to continue
talking, and holding their loved one’s hand, as touch and hearing are the last senses to go in the
process of dying. Even if you are busy, try to spend time (even briefly) with the resident, so the family
does not feel deserted or that you are giving up on their “loved one”. (“Hope” even in small amounts,
is vital to the resident’s/family’s emotional support).
Once the death occurs, the family (if not present) must be contacted. Ensure that dentures are cleaned and
replaced, the eyelids are closed, a fresh sheet placed over the body up to the chin (do NOT cover the face
if the family are to visit, as this is too traumatic) and the room left tidy with a couple of chairs for family
members. Once the “Viewing” is over, tactfully ask if a funeral home has been selected, (if this is not already
on file), or if the family request assistance, help them find a list in the phone book to guide them in this
decision. Return any valuables (rings, watches, other jewellery, a wallet or a purse and money always
count with the family member) and the nurse and the family/friend must list all items/amounts of money
and sign off on the deceased resident’s chart that these were taken home by whom.
Next, contact the physician so he can come to the community to fill out the “Death Certificate” or he/she
may decide to sign at the funeral home. Once this is done make two (2) photocopies (the physician will
need one for his/her chart).
The funeral home will take the “original” death certificate with the body as this is required by law.
During the body transfer nursing staff and PSW’s on the floor should make sure that other residents are in
their rooms or in common areas to make the transfer as quiet and private as possible. The resident’s doors
should be closed while the body is being transported through the corridor to the elevator.
Record a final discharge note on the chart, as to the time of death, the name of the physician who
“pronounced”, whether or not family were in to “view”, what happened to the deceased’s valuables, and
the time and name of funeral home removing the body. It is required to complete the Death Procedure
Checklist.
Reception Duty (Funeral Home)
Nurse in charge will contact the funeral home to pick up the deceased (they will be expecting a call as the
family will have arranged this). This can be done at any hour as funeral homes always have staff “on-call”
for this purpose. If it is during the day the Receptionist on duty will advise the funeral home staff to take
the vehicle down the ramp to the underground parking garage. The Receptionist should find a person to
cover the duties or put the phone on Night mode and open the garage doors for the funeral home staff. If
possible, the vehicle should be parked by the entrance closest to the elevator. If the vehicle is too big it
should be parked at the entrance to the underground parking garage. The Receptionist will put the elevator
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on service and take the funeral home staff up to the floor. The Receptionist should arrange to meet the
funeral home staff in the basement in front of the elevators. After the funeral home staff arrive in the
basement the elevator should be taken off service and the Receptionist should let the vehicle out of the
garage.
Unexpected Death
Unwitnessed / Dead for an extended period when found
If this is NOT an “EXPECTED” DEATH (palliative), but a resident is found DEAD, (to the point where
RIGORMORTIS has set in and CPR would be extremely futile, the nurse should phone the physician for
advice. In most cases the physician will call the coroner to come to the community to “pronounce” and
assess the situation for a suspicious death. The body should NOT be cleaned, touched, or moved until after
the coroner’s visit and the deceased’s room should be locked. The deceased’s doctor may come to the
community first and if he/she finds everything in order the coroner may NOT be required to visit. The
physician should be the one to contact the family when the death involves a coroner or when death in
sudden/unexpected. If the Charge nurse can NOT reach the physician, then the nurse will have to call the
coroner him/herself. A list of local coroners is kept in the Wellness Centre.
After the physician/coroner has pronounced and they have spoken with the family the nurse can then
follow the above procedure for EXPECTED DEATH. It is required to complete the Death Procedure
Checklist.
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Code White – Violent Outburst (behavioural situation)
The goal of XXXX Retirement Community is to provide a safe and secure environment for all residents,
staff, and visitors. The Code White policy is to be implemented when an actual or potential aggressive or
violent offender is in the home or on the property.
Violent Outbursts
DEALING WITH AGGRESSION/ VIOLENT OFFENDERS
Policy:
All staff and volunteers be familiar with the procedures to follow if an act/threat of violence or aggression
occurs.
Purpose:
To ensure O. Reg. 166/11, s.24 (5) (A) (4), ensuring the licensee of a retirement residence develops a policy
for dealing with aggression/ violent offenders.
Procedure:
The procedure will apply to all staff once the announcement of a CODE WHITE is made. In the event any
person on the property presents a threat to the safety of others, using the paging system announce Code
White three times. The paging system should only be used for announcements related to the Code White
until the all clear has been announced.
Call for help at the first sign of violence or threat of violence, and if the offender is armed, i.e., knife or other
weapon, call the 911 immediately to handle the situation and do not attempt to handle it yourself.
●
If the offender is inside the building:
●
Immediately remove all persons from the danger zone and if possible, lock down the area if a
safe distance is able to be maintained.
●
Remain alert for seemingly harmless objects that can be used against you, i.e., pens, chairs,
kitchen utensils etc.
●
Search the area for any weapons or other objects that could endanger others and confiscate
and store all items in a safe place. Document items confiscated.
●
If the offender is exterior to the building:
●
Lock down all points of entry/exit to the building (doors, windows, fire exits etc.) to prevent
entry/departures
●
Using the paging system announce lock down mode to residents and staff three times
●
Monitor presence of the offender from a safe distance without antagonizing the situation
●
Obtain descriptive information as available (i.e. name of the offender, relationship, physical
description) to report to authorities
Complete an incident report and other required forms. Treat any injuries sustained during the threat or
seek outside medical attention if necessary. Interview any staff or residents who may have observed the
incident and document their responses.
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4.5 Code Red - Fire
The Fire Plan, approved by the City of Ottawa Fire Department, is located in the Fire Command Centre,
Kitchen, staff room, 2nd and 3rd floor Nursing Stations. Staff and residents are trained on the implementation
of the fire plan including participation of staff in fire drills.
The Fire Plan shall only be updated by Qualpro Management Inc. www.qualpro.ca or 613-614-0269
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Code Orange - Community Disasters
Our goal is to provide a safe and secure environment for residents, staff and visitors. Code Orange
procedures will be implemented to provide a safe and effective responses to external disasters or events
that impact our communities. This code may involve temporarily housing members of the external
community for safe refuge, or preparing our communities for an external disaster such as, but not limited
to, severe weather, community utility failure, earthquakes, and external air exclusion (biological,
radiological, etc.).
*Note: Each community should list the potential community disaster that may impact their residence
based on their location.
Flood
Procedure:
In the event of a flood, determine if the flood is related to equipment failure or weather.
Equipment Failure:
●
Remove residents, staff and visitors from immediate danger
●
Shut off water supply to the equipment that is failing
●
Turn off all electrical and mechanical equipment in the area
●
Restrict access to the area
●
Environmental department to determine with the General Manager arrangements for the cleanup
of the area. This may involve the environmental department performing the cleanup or a
contractor.
●
Document all procedures implemented.
Weather Related:
●
Monitor warnings from local authorities when weather conditions are present that may trigger a
flood.
●
If flash flooding is known in your area and a warning has been issued, move residents, staff and
visitors to higher ground.
●
Be prepare to evacuate and implement a CODE GREEN if instructed by Emergency Personnel.
Air Exclusion:
●
Tune in to local or provincial radio / TV
●
Announce Code Orange – include information available
●
If decision is made to remain in place:
o Gather all staff/resident/visitors in suites/hallways with least windows
o Take emergency supplies, communication devices
o Turn off all ventilation systems
o Close lock and seal windows and doors
o Seal exhaust fans and any other openings with plastic and tape
●
Recheck all suites
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●
Once all residents/staff/visitors are moved to a safe area then the decision must be made to
“Shelter in Place” or evacuate to another location.
●
Announce update to Code Orange as information becomes available
●
Keep GM informed.
Weather Watch:
Weather watch means the potential exists for severe weather
●
Tune in to local or provincial radio / TV
●
Announce Code Orange – include information available
●
Move all residents/staff/visitors indoors
●
Ensure all windows and exterior doors are secured and closed
●
Ensure flashlights and cell phones available is situation worsens
●
Secure any objects outside/inside that may become airborne.
●
If weather watch progresses to a weather warning, procced to Code Orange Weather Warning.
●
Keep GM notified
Weather Warning:
●
Follow procedures to Weather Watch first,
●
Tune in to local or provincial weather
●
Announce Code Orange – Weather Warning – include information available
●
If case of a sever thunderstorm or tornado, all residents/staff/visitors will be moved to a secure
area of the building, away from windows, doors and appliances.
●
If it is decided to shelter in place, make available all emergency supplies
●
Instruct staff/residents/visitors to take position of greatest safety
●
Remain until weather warning is lifted
●
Keep GM notified
Epidemic and Pandemic response
Epidemic - An epidemic disease is one “affecting many persons at the same time and spreading from
person to person in a locality where the disease is not permanently prevalent.” The World Health
Organization (WHO) further specifies epidemic as occurring at the level of a region or community.
An epidemic is further defined by the CDC as a sudden increase in the number of cases of an infectious
disease within a community or geographic area during a specific time.
Pandemic - Compared to an epidemic disease, a pandemic disease is an epidemic that has spread over a
large area, that is, it’s “prevalent throughout an entire country, continent, or the whole world.” Pandemic
is also used as a noun, meaning “a pandemic disease.” The WHO more specifically defines a pandemic as
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“a worldwide spread of a new disease.” For example, in March 2020, the WHO officially declared the
COVID-19 outbreak a pandemic due to the global spread and severity of the disease.
Procedure - Pandemic Preparedness
Refer to the community’s Emergency preparedness policy and outbreak management policies. The
Ottawa Public Health will have a plan to deal with epidemics and pandemics, and the community should
refer to this as necessary. Pandemic preparedness planning should include the following assumptions
(MOHLTC, 2005):
●
A pandemic will affect the entire health care system and the community; therefore, retirement
communities may not have the same level of support they typically receive from other sectors
in the health care system or other community services.
●
The number of workers available to provide services may be reduced by up to one-third.
●
Usual sources of supplies may be disrupted or unavailable. Homes should have at least a twoweek supply of PPE.
●
A vaccine may not be available for at least 4-5 months after the pandemic strain is identified.
Once available, the vaccine may be in short supply and high demand.
●
The only specific drug treatment option for influenza during a pandemic will be antiviral drugs
which must be started within 48 hours of the onset of symptoms and will be in short supply and
high demand. The community will have to rely on routine practices and additional precautions
as the main defense.
●
Care protocols may change, and practice may have to be adapted.
●
The community will need effective ways to communicate with residents’ family and friends in
order to meet their needs for information.
Procedure - Pandemic Response
Refer to the communities Emergency preparedness policy and Management of outbreak policies.
The following is the planned pandemic response based on the pandemic phase that has been declared,
but note that interventions may be implemented for the specific virus strain (MOHLTC, 2005):
A: No epidemic or pandemic activity in the Country, Province or Community
If an epidemic or pandemic has been declared elsewhere in the world, the community can continue to
use standard surveillance procedures as outlined in the Management of outbreak policies, which
includes:
i. Allowing visitors to self-screen
ii. Staff looking for signs and symptoms in residents while providing services
iii. Staff reporting signs and symptoms to their department manager
iv. Residents and staff identified with symptoms will be added to the community’s line listing that
will be updated daily and sent to the Ottawa Public Health Unit
v. Any suspected outbreak will be reported to the Ottawa Public Health and RHRA immediately
B. Epidemic or Pandemic Activity in the Country or Province, but not in the Community
When there is epidemic or pandemic activity in the country or province, the community will initiate
active surveillance including:
i. Having a staff member or volunteer screen visitors (e.g. posting of signage with current
signs/symptoms to look for and info about visiting when sick)
ii. Actively seeking out signs and symptoms of residents and staff by:
a. Conducting rounds
b. Reviewing report and staff communication books
c. Reviewing physician communication books
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d. Reviewing progress notes on identified residents’ files
e. Review available lab reports
iii. The Director of Care will review all available sources of surveillance information and will
continue to use normal reporting practices to the Ottawa Public Health.
C. Epidemic or Pandemic Activity in the Community
If the epidemic or pandemic has spread to the local area, the Ottawa Public Health will notify the
retirement community and our community will:
i. Activate its epidemic or pandemic plan and initiate the Pandemic Planning checklist (see
resources)
ii. Activate its emergency plan if appropriate (e.g., loss of essential services)
iii. Maintain active surveillance, using line listing forms from the Ottawa Public Health
D. Epidemic or Pandemic Activity in the Retirement Community
When an outbreak of the epidemic or pandemic strain is suspected or confirmed in the retirement
community, we will do the following:
i. Notify Ottawa Public Health and RHRA
ii. Implement control measures as described in the Management of outbreak policies
iii. Notify the support office
iv. Notify appropriate individuals (e.g. Medical director, community pharmacy, etc.)
v. Hold an initial management meeting
vi. Communicate with residents and family member
vii. Monitor the outbreak and continue surveillance as per Management of outbreak policies
- Distribute antivirals if available
- Distribute vaccine if available
E. Outbreak in Community has been declared over
When the outbreak has been resolved, the community will complete the outbreak investigation file and
review the outbreak as per the Management of outbreak policies.
Refer to the RRC – Pandemic Preparedness and Response policy for complete information
Code Black - Bomb Threats or Suspicious Package
Our goal is to provide a safe and secure environment for residents, staff and visitors. Code Black policies
will be implemented when a bomb threat is received.
Designate will:
●
Assess,
●
Begin code procedure
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●
Call for assistance
Code Procedure:
1.
2.
3.
4.
5.
6.
7.
8.
If the bomb threat is received by telephone, keep the caller on the phone while attempting to get
as much information as possible,
Get the attention of a co-worker and ask them to call 911 (try to do without alerting caller).
If unable to alert co-worker, then call 911 after caller hangs up. Request guidance from 911, based
on information given, whether to:
a. Initiate search,
b. Evacuate residents and staff, or
c. Do nothing until the police arrives on site.
If advice is to search, assemble search teams,
Initiate interior building search,
Any staff finding a suspicious package are to report back immediately,
Reassemble with search team once the entire building is searched,
If a suspicious package is found during the search (or if suspicious package that is considered
dangerous is found at any time) initiate Code Green Evacuation Procedure, moving residents away
from suspicious package.
Keep GM informed at all times.
Do not use cell phone or portable phones. Walkie talkies are an alternative.
The decision to Stop the search and resume normal activities OR Evacuate, OR continue other precautions,
will be made in conference with the Person in Charge, GM and the police.
GM or designate will inform the support office
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Code Brown - Chemical Spills
Our goal is to provide a safe and secure environment for all residents, staff and visitors. Code Brown policy
will be implemented when a chemical spill occurs and will be classified as either:
Non-threatening chemical spills present little or no hazard to the residents/staff/visitors or the property.
These spills can be safely cleaned using a Chemical Clean Kit.
or
Threatening chemical spills within the residence involve the immediate evacuation of the residence and
notification of emergency authorities.
Chemical Spill
Non-Threatening (Minor) Chemical Spill:
This type of spill possesses little to no hazard to the residents/staff or building. A minor spill can usually
be contained and cleaned using an emergency spill kit.
●
Protect yourself, avoid contact with skin, eyes and inhalation,
●
Cordon off the area
●
Announce Code Brown, if needed
●
Use spill kit to absorb and contain
●
Dispose of contaminated material according to supplier instructions
●
Inform your supervisor, GM and JHSC
Threatening (Major) Chemical Spill:
This type of spill may cause a health hazard and cannot be contained safely with an emergency spill kit or
threatens to enter the sewer system or move off the property. This type of spill is to be reported
immediately.
●
Report spill to General Manager/Manager on Staff
●
General Manager to report spill to 911 Emergency Services
●
General Manager / Dept Manager to report to JHSC
●
If chemical spill in the residence, begin evacuation procedures
●
If chemical spill outside the residence, take direction from Emergency Services
Major Chemical Spill
●
Evacuate area immediately
●
Notify management and call 9-1-1 if there are any injuries.
●
Call for assistance stating your name, location, chemical(s) involved and the amount spilled.
●
Attend to any persons who may have been contaminated. Refer to the Material Safety Data Sheet
(MSDS).
●
Wait in a safe area for the response team
●
Do not allow unauthorized people to enter the contaminated area.
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●
Complete an incident report and submit it to the General Manager & DOC.
●
General Manager / Dept Manager to report to JHSC
Minor Chemical Spill
●
Stop! Think! Do not rush! Carefully plan the clean-up.
●
Get the Material Safety Data Sheet (MSDS) and determine appropriate clean-up procedures for the
material
●
Call emergency services to assist.
●
Eliminate all ignition sources.
●
Turn on fume hoods to direct flow of vapours.
●
Confine the spill to a small area. Do not allow the material to spread or to enter a drain. Dike,
block, or contain the spill using an appropriate absorbent.
●
Carefully remove other materials from the spill area.
●
Dispose of all cleanup materials as hazardous wastes. Wastes must be properly packaged and
labelled. Call local hazardous waste services to arrange a pickup.
●
If the chemical is soluble in water, the area should be washed with warm, soapy water to remove
any remaining residue.
●
Complete an incident report and submit it to the General Manager or the Nurse on call.
●
General Manager / Dept Manager to report to JHSC
Chemical Spill Outdoors
●
Contain the spill by diking with suitable material.
●
Prevent the chemical from entering the ground water or sewer system.
●
Notify Management and emergency services (911).
●
Do not leave the spill site unattended.
●
Complete an incident report and submit it to the General Manager & DOC
●
General Manager / Dept Manager to report to JHSC
Carbon Monoxide or Gas Leak
●
In the case of a natural gas leak (natural gas smells like rotten eggs) OR Carbon Monoxide detector
is activated, announce Code Green,
●
Immediately evacuate area,
●
Don’t smoke, operate light switches or use phones.
●
Shut off Gas, if applicable (contact Enbridge 1-866-763-5427),
●
Once all residents are moved to a safe area, then the decision must be made whether to “Shelter
in Place” or evacuate to another location
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●
Keep GM notified.
Any Other Catastrophic Occurrences
●
Contact emergency services immediately (911).
●
If possible, attempt to ensure all residents and staff are safe and out of immediate danger until
emergency services can give further direction.
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Code Green - Evacuation
Our goal is to provide a safe and secure environment for residents, staff and visitors. Code Green policies
will be implemented at the order of the General Manager/Designate or Community Based Emergency
Personnel.
Written Evacuation Plans should include: Levels of authority, designated meeting point outside the
residence, transportation of residents, notification of family, resident count, staff count, relocation of
residents, resident identification and a method of obtaining medical records and medications. Also,
included is a re-entry plan outlining who is responsible for authorizing the re-entry.
A planned evacuation of the residence is required at least once every two years, O. Reg. 166-11, s.24 (5)(b).
In addition, a written record of the planned evacuation along with any changes made to improve the
Evacuation Plan, O. Reg. 166/11 s. 24 (5)(c).
Levels of Authority
●
Emergency Personnel or the General Manager/designate will make the decision to evacuate the
entire residence.
●
The RPN in charge will initiate the evacuation plan once they have received confirmation from the
General Manager or designate. If the decision to evacuate has been made by Emergency Personnel,
the RPN or designate will call the General Manager.
●
The General Manager/designate will contact the support office to apprise him of the situation. Mike
Traub is the only designated person to speak to the press. Refer to the Media Policy.
●
The General Manager/designate will initiate the fan out list.
●
Community Emergency Personnel will authorize re-entry to the building.
Designated Meeting Points
●
During the evacuation residents will congregate in the Main Dining Room by Stairwell ____ exit if
safe to do so. This will give easy access to List areas where the buses will be accessed
●
Memory Care residents will remain in the Library on the main floor next to the Dining Room to
avoid upsetting them with a lot of noise.
●
Once transportation has arrived residents will be transported to one of our partner facilities
Transportation
●
If the decision to evacuate has been made the RPN will call 911 and state that our emergency is
unknown. This will initiate dispatch of all emergency services to our location.
● Emergency services personnel will contact OC Transpo to arrange for transportation.
Notification of Family
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●
Notification of family members will be done by a staff designate at a time that is suitable. For
example: if the evacuation is of an urgent nature in the case of fire family will not be notified until
everyone is safely out of the building. If the evacuation is due to a prolonged shortage as in the case
of water family notification would begin immediately in the event that a resident could go home
with family members.
Basic Evacuation Procedure
●
Once the decision has been made to evacuate the community and we are not in immediate danger
all managers and RPNs will gather in the library on the ground floor.
●
Everyone will be given a task, i.e. call 911 to initiate community emergency services, call receiving
facilities, call family, collect name badges, photocopy resident lists etc.
●
An announcement will be made over the PA system to let residents know that we will be starting
our evacuation process.
●
The RPN from 3rd floor will direct the evacuation starting on the 6th floor. Ambulatory residents
first.
●
They will be directed to the ground floor Dining Room where a staff member will meet them and
check them off on their list.
●
The RPN from 2nd floor will be responsible for collecting the necessary medical information such
as MARs.
●
Please note if this is not a fire emergency, we may be able to use the elevators.
●
If this is the case, we would put the elevators on service and start to bring residents down from the
6th floor.
●
All residents will go to the main Dining Room except for the Memory Care residents who will collect
in the Library and have a staff person with them at all times.
●
Community Emergency Personnel will have contacted transportation services and once they have
arrived, we can begin the process of loading the buses to take residents to our partner facilities.
●
We will have staff that accompany the residents and will work from that residence until we are
clear to return to the building.
●
If we are unable to use the elevator the stairwells will have to be manned and residents given
assistance down the stairs. This process will be lengthier, and we may require the assistance of the
Community Emergency Personnel to get some of the less able residents down the stairs.
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Evacuation Procedures
Purpose:
To evacuate the residence in the event of an emergency that requires all residents, staff, and volunteers to
exit the residence
Using the paging system, announce Code Green three times. The paging system should only be used for
announcements related to the Code Green until all clear has been announced.
Procedure:
●
Direct and assist residents to evacuate the residence to your designated meeting point.
●
Remove residents closest to the danger zone first.
●
Ensure staff is assigned to stay with evacuees
●
If possible, residents should be moved horizontally, only if necessary, a vertical move should take
place.
●
When a vertical move is required, residents should be moved to the ground floor then outside.
●
Ambulatory residents should be moved first, followed by wheelchair residents, bed ridden
residents then resistive residents.
●
If possible, retrieve residents’ charts, medication, MARS
●
Ensure all residents receive identification Name Tag and indicate the Residence Name.
●
Once the residence has been evacuated complete a resident and staff count.
●
If necessary, to relocate residents, implement relocation plan.
Refer to RRC – Emergency Plan and Evacuation, RRC – Emergency Protocol and RRC – Fire Safety
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Plan Maintenance, Testing and Record Keeping
Plan Maintenance
A review and evaluation of the complete Emergency Plan is to be conducted annually. The annual review includes
updating contact information for Community partners and all person(s) or companies involved in responding to any
part of the Emergency Plan responding, staff training, internal resources, supplies and equipment, exercises and
drills and any changes to procedures are recorded.
Any changes necessary must be made by General Manager and submitted to the support office for approval. Changes
will support site specific conditions that may not be included in the procedure, however, code procedures cannot be
removed or deleted from the manual.
Testing
Testing must include the five sections of the Emergency Plan be tested at least annually:
●
Loss of essential services
●
Situations involving a missing resident
●
Medical emergencies
●
Epidemics and pandemics
●
Violent outbursts
Monthly inspection of the Emergency Manual and emergency supplies and resources will be conducted by the
JHSC and documented in the monthly workplace inspection checklist
Testing may be a mock drill, review of a real-life scenarios or a table-top exercise. The tabletop exercise should be
comprised of a specific scenario the staff involved work through their roles and responsibilities and should only be
considered in the event the home is in a situation where the mock drill cannot be conducted.
Testing should also involve communication with community agencies and facility partners that would involve
responding to the five above scenarios. This will also provide the opportunity to confirm arrangements and update
any contact information.
Planned evacuation must be conducted at least every two years; the home may use a proxy as a stand-in for a
resident, in in the home’s opinion, the resident’s participation may cause harm or risk of harm to the residents’
health and safety (i.e., residents with cognitive or physical impairment). However, the home must ensure that
necessary supports are in place for residents who may need assistance in the event of an actual emergency to
evacuate.
Observed fire drill must be conducted at least once annually.
Record keeping
A written record of the test and changes made to improve the plan are kept on file, O. Reg. 24 (5)(c). Refer to RRC –
Emergency Code Drill and RRC – Review Page
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Emergency Kit – Resources and Supplies for Emergency Response
RHA, Section 26 (4) Each community must ensure adequate resources are set aside to deal with
emergence. The following are some of the resources that may be available in an emergency kit while others
(PPE, spill kit, MARS, etc.) are separate:
●
Binder with resident pictures and transfer sheets
●
Orange vests
●
Clipboards and pen
●
Evacuation log sheets
●
Emergency plan
●
Building floor plans
●
First Aid Kit
●
Water (one gallon of water per person per day, for at least three days, for drinking and sanitation)
●
Flashlights and batteries
●
Whistle to signal for help
●
Resident ID tags
These items should be kept in a designated area and easily accessible.
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Communication Plan
Emergency Communications
Depending on the type of emergency and severity of it, a small communication team may be set up to
answer phones and act as a relay and liaison. The group should consist of team members who understand
the incident.
The communication team plays an important role in maintaining a calm, ordered environment by knowing
how to direct calls and manage inquiries.
In cases where a communication team may not be necessary, a team member is designated as the person
in charge for XXXX Retirement Community. All staff/volunteers and community partners will receive
communication from this designated person. The designated staff position is: ______
Depending on the type of emergency (outbreak, loss of essential services, etc.), and family members are
required to be notified, please ensure the information delivery is concise and to the point, assuring them
of their family member’s safety and advise them of the community’s plan for the crisis. Emphasize that
staff will be focused on providing residents care and protection. The goal is to help family members feel
comfortable and confident that staff are doing all they can to ensure their loved one’s safety.
Depending on the type of emergency, communicate with MOH, MOL, RHRA, LHIN, OPH.
Inform support office (RDO / Operations Manager / HR Manager) on regular basis.
Media
One person is designated to speak on behalf of XXXX Retirement Community. The designated person is
Mike Traub, Vice President for Riverstone Retirement Communities.
All communication from media directed to XXXX Retirement Community. If team members are questioned
by media their response will be:
XXXX Retirement Community is doing everything to protect the residents and team members. To protect
their privacy, please direct all inquiries to Mike Traub, Vice President.
Never say “NO COMMENT”
Communication Methods
Various methods of communication may be use:
●
Phone, cell phone, email, social media
●
PA system within community
●
Dayforce broadcasting (team members)
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