8.3 Escalation Process

8. SAFETY AT WORKPLACE

Ensure the proper procedures are followed and incidents or complaints are handled by the appropriate people

Scope:

8.1 – 8.7

Related Documents:

8.3 Escalation process

Escalation matrix: The escalation matrix allows the team to specify multiple users/contacts to be notified in the event of critical issues. The matrix should be used particularly in customer support or when a critical issue needs to be handled, by empowering the employee to get in touch with the right person.

Bateel Boutique escalation structure:

Senior Sales Associa te

Boutiq ue Manage r

Boutique Superviso r

Area Manage r

Senior Operations Manager

Sales Associates

Assistant Manager

Senior Director

Emergency: The Boutique Manager is to ensure that the emergency list is placed in the BOH area and that it is updated regularly. All staff are to be informed about the emergency list location and trained on making emergency calls. It is the responsibility of the Boutique Manager to update the necessary information and to display the sample dashboard of emergency numbers.

Procedure to follow when a call has been placed to the emergency number:

1. State your name.

2. State the nature of the accident/incident.

3. The nature of emergency and how serious the situation is.

4. Provide the telephone number and location.

5. Remain calm and provide the paramedics with clear information so they can provide the necessary help.

14/04/2023

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