Hewitt RobertsAudit software, COVID-19 Checklist, Enterprise software, Featured, Inspection management, Safety audits, Safety inspection, Safety management, UncategorizedLeave a Comment


In this blog @Hewittroberts, CEO – @Certainty Software talked with @TherrinProtze, who is Chief Operating Officer of Kennedy Space Center Visitor Complex for Delaware North, a global hospitality and entertainment company that operates the visitor complex for NASA. Protze is part of a team planning for the reopening of about 200 Delaware North operating locations that have closed or suspended most of their operations in the wake of COVID-19. His focus has included how Delaware North can use Certainty software to tackle reopening challenges across their business. 

Kennedy Space Center Visitor Complex Reopens with Certainty!

Kennedy Space Center Visitor Complex Reopens with Certainty!

Headquartered in Buffalo, New York, Delaware North operates at high-profile places such as sports and entertainment venues, national and state parks, destination resorts and restaurants, airports, and regional casinos. Before COVID-19 hit in March, the company employed over 55,000 people worldwide and had over $3.7 billion in annual revenues.

Delaware North’s portfolio of landmark operating locations includes:

  • Operating concessions, premium dining and retail at over 25 major league sports venues, including in NFL, MLB, NHL and NBA venues.
  • Owning and operating a portfolio of regional casinos and gaming venues;
  • Lodging, retail and restaurants at Yellowstone National Park, Grand Canyon and other national parks;visitor services at Niagara Falls State Park, operating all aspects of Kennedy Space Center Visitor Complex;and owning and operating Tenaya Lodge at Yosemite, Sea Crest Beach Hotel on Cape Cod and other destination lodging.
  • The Patina Restaurant Group, with outlets in Lincoln Center, Walt Disney World, Disneyland, LA Music Center, the Empire State Building, Grand Central Terminal/MetLife Building and Madison Square Garden.
  • Food, beverage and retail at numerous airports and travel centers throughout the United States, Australia and United Kingdom.
  • Owning and operating TD Garden in Boston, home of the Boston Bruins and Boston Celtics and host to numerous major concerts and other events.
TD Gardens Reopen with Certainty!

TD Gardens Reopen with Certainty!

As COVID-19 shutdowns ease and lockdown orders are lifted, Delaware North is faced with the Herculean task of planning, preparing for and safely reopening its operating locations.

With endless unknowns about COVID-19, a challenged global economy and no real-life pandemic experience to draw on, Protze and the business resumption team at Delaware North recognized the challenges involved:.

  • Who could assist and provide additional guidance on COVID-19?
  • How should they respond to and manage future confirmed or presumptive cases of COVID at their locations?
  • How should they monitor employee health and hygiene?
  • What changes do they need to make to regular cleaning and sanitizing at their locations?
  • How should they manage and monitor social distancing guidelines and requirements?

Protze and his team felt confident that they could rise to this challenge, and I caught up with him by phone  in early May to discuss how Delaware North went about planning this project, what have been the most significant challenges and how the team managed these challenges  to prepare to safely reopening Delaware North globally.

Hewitt:  

How are your planning the reopening of Delaware North businesses?

 Therrin:

One key part of our planning has been using Certainty as our management platform and the COVID-19 Reopening for Business checklist that the Certainty team created (and available here) to supplement our own business resumption checklists, standards and procedures.

Certainty will be used for the creation, dissemination, and companywide reporting on the adherence to these new standards and procedures.

We will have some people on our team working on enterprise-wide standards and the corporatewide data collection based on these checklists. Others in our team will work with our operating subsidiaries in gaming, travel, and parks and likely work closely with those businesses to make any required location-specific checklist additions.

We will launch these checklists company-wide as we begin to re-open our locations such as Kennedy Space Center Visitor Complex and some of the parks locations we operate.

Hewitt: 

As a business with more than 200 locations worldwide, what are the biggest challenges you face with respect to reopening after this pandemic?

Therrin:

The biggest challenge we face is gaining customer confidence and being able to do everything we can to help ensure the safety of all of our visitors – each and every one of them – whether they are visiting Yellowstone National Park, Southland Casino or TD Garden.

Once we do that, then the next real challenge will be trying to figure out what the ”New Normal” will look like, how are we going to respond to this  and how are our customers going to react? We know things are changing, so how do we adapt to continually ensure customer confidence?

Right now, we are following the CDC  guidelines, but the challenge going forward will be adjusting to a ”New Normal” and putting in place the right feedback mechanisms to ensure we are continually addressing what is needed.

Hewitt:

How are you going about solving these challenges?

Therrin:

One way is with Certainty, which provides a true platform where we can ensure all the standards created are tracked, followed and reported on a regular basis to create accountability across Delaware North.

We will have enterprise standards that will be a minimum compliance requirement, and then each location can create its own additional checklist. That’s how we will roll it out.

Our COVID Re-opening Checklist will be highly effective, and it includes videos, visuals and links to online training.

Everybody at Delaware North really likes Certainty because it’s easy to work with. We feel very comfortable with it.

Grand Canyon Visitor Center Reopens with Certainty!

Grand Canyon Visitor Center Reopens with Certainty!

Alex EckartCOVID-19 Checklist, Safety audits, Safety inspection, Safety management, Safety observationLeave a Comment


A Job Hazard Analysis, or JHA, is the analysis of a job and its component tasks, the hazards associated with those tasks, and the preventative measures required to minimize those hazards. Typically, a JHA will also include a Risk Assessment, a professional assessment to determine the severity and likelihood of any risks associated with the job/component tasks. These Risk Assessments rely on a combination of the experience of the safety official, as well as any internal or legally governing guidelines to assess – often by law – the overall seriousness, severity, and probably of a risk. Given the risks associated with COVID-19 in the workplace, this global pandemic has, of course, impacted how we conduct JHA’s and assess risk. Here are a few things to consider:

  • Assess the physical aspects of the job – this is where exposure to COVID-19 occurs. Are all physical aspects completely necessary for the job? Is there a task, or tasks, that can be done remotely? Removing the physical presence of your employees may be all you need to eliminate the risk of infection.
  • It’s easy to narrow your focus on figuring out how to minimize the risks of the most frequently completed tasks, but the exposure to COVID-19 can happen in a single occurrence, and come from somewhere you may not expect. Make sure you address those non-routine jobs within your organization (and the outside people you bring in to do them such as maintenance, repairs, cleaning, auditing, etc.). You must minimize outside exposure to reduce the risk of infection.
  • A Risk Assessment may include a component where historical records are reviewed and analyzed to determine the best procedures to reduce or prevent risk. The unprecedented nature of the COVID-19 pandemic makes it hard to know what data is even relevant to the current situation. Re-evaluate your assessment processes and re-imagine your approach to safety – now is the time to innovate your approach to safety, because now we must.
  • Consider who within your organization is most at risk. Health authorities are telling us that elderly people are most at risk of experiencing harsher symptoms from COVID-19. Find a way to protect the workers who need protection.
  • Talk to workers – know their fears. The psychological effects of a global pandemic can induce stress, fear, uncertainty – all of which affect your employees’ mental health and their ability to make safe decisions and focus on the hazards at hand. Influencing the safety environment of your organization has an impact on the behaviors of your employees.

 

For more on how to assess your preparedness for COVID-19 and future pandemics, check out our COVID-19 Crisis/Pandemic Preparedness Checklist for Business here.

For more on how to manage your business during the COVID-19 (and other) pandemic(s), check out our COVID-19 Crisis/Pandemic Outbreak Management and Response Checklist here.

Hewitt RobertsCertainty software, COVID-19 Checklist, Featured, Inspection management, Safety inspection, Safety observationLeave a Comment


Let us help you re-open with this COVID-19 Re-opening Checklist for Businesses.

The COVID-19 pandemic has brought much of our world to a standstill. Offices, schools, businesses and borders have been closed and our economy has contracted to unprecedented levels.

We have all been affected and we are all desperate to re-open our businesses and re-start the economy. But to do that, each and every business will all need a plan and these plans will need to be flexible, regularly evaluated and changed where needed as we learn, as we adapt and as things slowly go back to a ‘new normal’.

Using a carefully considered procedure (checklist) and regularly assessing (and responding to) your plan will help make sure you have systematically addressed all aspects of re-opening (people, places, process, precautions, etc.) to ensure you:

  • Provide a safe work environment for your employees, customers, suppliers and all stakeholders;
  • Quickly identify and respond to issues identified during your initial and ongoing checks/assessments;
  • Get your business up and running as quickly and efficiently as possible; and,
  • Put in place the procedures and practices (checks/inspections) to keep your business open moving forward.

To help in this process, we have developed a checklist that we hope will help our clients, colleagues and anyone who needs it during this time.

The COVID-19 Re-opening Checklist for Businesses is a 65-question checklist to help a business prepare for and assess readiness to re-opening after the COVID-19 shut down. This checklist covers Pre-opening Planning; Infection Control Policies & Procedures; General Infection Control Measures; and Infection Control Measures for the Workplace and for Premises Open to the General Public.

Please feel free to download and use, amend or share this checklist if you wish and we of course welcome any feedback or suggestions to help improve this checklist overtime!

Stay safe!

Readers may also be interested in:

COVID-19 Crisis / Pandemic Preparedness Checklist for Business

COVID-19 Crisis / Pandemic Outbreak Management and Response Checklist

Hewitt RobertsAudit software, Certainty software, COVID-19 Checklist, Enterprise software, Safety audits, Safety inspection, Safety managementLeave a Comment


Like nothing else in our lifetime, COVID-19 has affected everyone, everywhere – worldwide. It has indiscriminately taken lives, destroyed livelihoods and put our world on the brink of the largest financial crisis in living memory – possibly ever.

Managing this crisis has been a Herculean undertaking. Politicians and business leaders around the globe have had to make gut-wrenching decisions and, in an effort to save lives (and our health care systems), they have closed businesses, borders and shut down entire sectors of the economy.

We have all been affected and we are all desperate to re-open our businesses, get back to work and re-start the economy.

Re-opening your business post COVID-19

However, and as Governor Andrew Cuomo eloquently put it, ‘This is not a light switch that we can just flick one day, and everything goes back to normal. We’re going to have to restart a lot of systems that we shut down abruptly and we need to start to plan for that.’

And to do that, each and every business will all need a plan. These plans will need to be ‘smart’ and ‘specific‘ to your business, your industry and your circumstance. These plans will need to be flexible, regularly evaluated and changed where needed as we learn, as we adapt and as things slowly go back to a new normal.

Most importantly, these plans and your procedure for re-opening must ensure that you can provide a safe workplace for your employees, customers and suppliers. Using a carefully considered procedure (checklist) and regularly monitoring (and responding to) your results will help make sure you have systematically addressed all aspects of re-opening (people, places, process, precautions, etc.) to ensure you:

  • Provide a safe work environment for your employees, customers, suppliers and all stakeholders;
  • Quickly identify and respond to issues identified during your initial and ongoing checks/assessments;
  • Get your business up and running as quickly and efficiently as possible; and,
  • Put in place the procedures and practices (checks/inspections) to keep your business open moving forward.

Using Certainty for COVID-19 Re-Opening Preparedness Assessments

This is how we hope we can help with Certainty. Certainty can be used to easily manage and report on any checklist-based approach to performance, compliance or risk management – including the evaluation of your business’s readiness for re-opening after the COVID-19 shut down.

COVID-19 BI Dashboard

 Creating and Adding New Checklists in Certainty

With Certainty, you can use any of our existing checklists (such as our COVID-19 Preparedness & Response checklists) or you can create/add your own with questions/checks specific to your own business or sector.

COVID-19 Checklists Customized by Site, Site Group or Company-wide

With Certainty, checklists can be made available for use at a single site (i.e. a factory, a distribution center, or a restaurant), they can be made available for use at a group of sites (i.e. all production facilities, all distribution centers in Georgia, or all sites with on-premise customers) or can be made available for use across your entire business.

Customizing COVID-19 Re-Opening Assessment Checklists by Site or Business Unit

 With Certainty, you can create a single corporate checklist for use at all locations (i.e. COVID Re-Opening Preparedness checklist with base or mandated questions that must be answered at all locations company-wide) and allow individual sites or business units to add site/business unit-specific questions that would be additional and relevant only to those locations or business units.

Customizable COVID-19 Re-Opening Preparedness Checklists

Customizable COVID-19 Re-Opening Preparedness Checklists

Corporate-wide Reporting of COVID-19 Re-Opening Preparedness and Progress

With Certainty, there are reporting tools that allow for instant reporting of virtually all data points and metrics collected from your checklists and with the dashboards, system reports and business intelligence reporting tools you can easily report things such as the number of ‘COVID-19 Re-Opening Preparedness Assessments Completed by Location’ or ‘COVID-19 Re-Opening Preparedness Score’ by site, business unit or corporate-wide.

 

Alex EckartAudit software, Certainty software, COVID-19 Checklist, Inspection management, Safety audits, Safety inspection, Safety management, Safety observationLeave a Comment


Under OSHA and most other governing Health & Safety standards employers are responsible for providing a workplace free of recognizable hazards that may cause injury or death. The onset of the COVID-19 outbreak has the potential to expose people to new hazards and risks that haven’t since been recognized. It is important to adapt our typical approach to Job Safety Analysis to address this new invisible threat to our health and safety.

1. The first step of a JSA involves selecting the jobs to be analyzed. This might mean omitting less dangerous jobs from a complete analysis dude to practical constraints while prioritizing others. Are there jobs that now don’t need to be analyzed, because they can no longer be done? With the new threats caused by COVID-19, it’s important to reassess which jobs now have an increased severity and potential of exposure to hazards and allocating resources to address and prevent those hazards.

2. The next step you’d take in a typical JSA would be to break down the job into its component tasks so they can be analyzed. You should ask yourself, in this current environment are there tasks within that job that have a new potential for risk? Once the job has been broken down, look at rearranging those tasks to expose as few people as possible to those risks. You should look at reducing tasks that normally require many people, into tasks that only require one.

3. We then need to identify potential hazards. This step will vary depending on the job even though the risks associated with COVID-19 are universal. We not only need to recognize the severity of these new risks but also shine a light on every corner of the workplace to identify exactly where these new risks are present and where they are most dangerous – and who they are most dangerous to. Doing this will help you know exactly what plans to take and what equipment to secure in the next step.

4. For the last step of determining preventive measures, we can look to our government institutions and medical experts as they have laid out a series of guidelines on the practical measures that can be taken to prevent the spread of COVID-19. The general practices that apply to all workplace environments include: Pre-screening and then regularly monitoring employees for symptoms, wearing a mask, social distancing, disinfecting and cleaning works spaces, and sending sick people home immediately. After ensuring these practices are followed closely, you should assess if there are any other preventative measures specific to the job and component tasks that can be applied to assure the safety of your employees.

For more on how to assess your preparedness for COVID-19 and future pandemics, check out our COVID-19 Crisis/Pandemic Preparedness Checklist for Business here.

For more on how to manage your business during the COVID-19 (and other) pandemic(s), check out our COVID-19 Crisis/Pandemic Outbreak Management and Response Checklist here.

Hewitt RobertsCOVID-19 Checklist, Inspection management, Safety inspection2 Comments


Our thoughts go out to all those impacted by the COVID-19 virus worldwide. These are challenging times for all and in an attempt to help our clients and colleagues we have recently published 2 checklists that might help businesses and their employees both prepare for but also manage through an crisis / pandemic outbreak such as with COVID-19 now.

The checklists are:

COVID-19 Crisis / Pandemic Preparedness Checklist for Business

COVID-19 Crisis / Pandemic Outbreak Management and Response Checklist

The first is to help business prepare for a crisis / pandemic such as COVID-19 and the second is aimed at helping business (particularly in ‘public-facing’ office, retail, hospitality or food services settings) reduce the health and safety risk to employees and visitors to a business (customers, clients, etc.).

The checklists can be downloaded in Excel free of charge.

Stay safe in these difficult times!