Harnessing Incident Management Solutions for Enhanced Documentation

Does looking for incident details from only a few days ago stress you? Do you get tired of looking through stacks of folders, papers and notes?

You thought you’d be able to remember everything! How many were in that fight? The location of the slip and fall was in what section? Near where?

The truth of the matter: All it takes is something else to occur to distract you from the vital piece of information you were going to remember for today’s incident snapshot.

How many times do you think you'll enter the “rest” of the incident information later or tomorrow when you have more time?

Whatever you do, don’t forget this - knowing incident details is good for business.

Utilizing incident management solutions will help you achieve peace of mind through the complete and digital documenting of incidents.

Incident Management Solutions Replace Pen and Paper

As a stadium manager you must have the ability to document incident details before your memory gets the best of you or you’re pulled away to attend to the next incident. Good documentation allows you to make effective decisions.

Enlisting the assistance of well-organized, defined procedures will empower your staff to take ownership in their roles. Giving them the tools is the first step, and then you must hold them liable. When you get everyone in communication, you can observe as your operation thrives.

Here are four specific procedures you can put into action today to enhance your documentation. Use them to increase the overall efficiency delivered by your operation.  

1. Generate a text, email, or conference call with your emergency response teams for specific incidents.
2. Give your supervisors the ability to ‘Lock’ an incident to prevent incident details from being amended or even deleted.
3. Have a solution in place that allows you to record audio and video incident details or witness statements. This is invaluable. Now create a policy requiring a digital signature for each piece of multimedia; this will optimize the overall integrity of your data.
4. Ensure an exceptional guest experience. After all, this is one of your major goals as a stadium manager. Include the ability to protect guests from unruly patrons or acts of terrorism. Proactively document guest information (e.g. photo, driver license, and identifying marks) of potential or frequent troublemakers in an associated person database for liability purposes. This procedure reduces your chances of losing returning guests, money, and increases guest satisfaction.

If you’re still getting acquainted with IMS solutions or are new to the field of Incident Management, we’re going to show you the vital role these solutions play in your pursuit of augmented documentation.

Tools of the Trade

We want to help you bring your team one step closer to completely replacing pen and paper with incident management solutions.

Here are five impressive devices you should use to eliminate pen and paper, moving your incident management initiatives digital.

1. For starters, you need a web-based incident management system. This will allow your team to access information from anywhere.
2. A central digital repository for all incident details will localize your historical data needs.
3. Automation reduces ambiguity and builds consistency. Applying your newly developed procedures to a system for less steps and more room, you actually recall the important facts.
4. One-click reporting answers the hard questions. Customizing your data and filtering what you need to see lets you take full control of your operation. Access to reports is another reason to ditch the pen and paper.
5. Mobile devices, such as phones and tablets, allow you to skillfully deploy mobile incident reporting. Mobile devices now make capturing audio or video details possible.

Are you beginning to see the big picture now? You can expertly channel your solutions’ capabilities to not only empower your team, but to ensure the long-term integrity and completeness of your data.

Managing the Big Picture

Documentation provides you with detailed insight into how your operation is performing. By having, and then using, your ability to communicate with staff and by documenting all information lets you take a handle on the big picture – from guest experience to mitigating incidents.

Documentation allows you to fully analyze what’s happening. Consider all the possibilities here. Pictures, video, reports, and even your digital signatures play a major part in your decisions and ability to protect your organization from future liability.

There’s no need to continue through the frustrations of inefficiency. All these factors are necessary for you to achieve peace of mind.

For example, your supervisor responds to a violent outburst by a patron that resulted in a fight, and a number of injuries. Included in your supervisor’s report is an allegation made by one of the injured parties claiming to have been injured – not because they were involved in the incident – rather due to a wet spill they slipped on near their seat.

The next morning, you search through your incident reports to find details of a wet spill reported by another member of your team. In this report, your usher and housekeeping confirm the wet spill appeared to be caused by a patron – with the exact same description recorded in the fight incident – rashly throwing their beverage onto others.

Utilizing the documenting power of your incident management solutions, you are armed with evidence that shows your stadium quickly managed both incidents, and identifies the correct location and time of the wet spill.  So, while everyone was performing their job duties, effectively and efficiently, your risk exposure was mitigated simultaneously. 

Bad intentions don't hold up well in the courtroom. Facts do.

Over to You

Poorly documented incident details increase liability exposure. Poor documentation communicates to the jury that you and your staff are negligent.

By producing accurate documentation, you show the jury you’ve delivered on your promise to give patrons a rewarding experience. You also validate your procedures and the effect they have on safety.

All the reasons why we value documentation and you should too.