Restaura · Emergency & Safety

Crisis Standard
Operating Procedures

How Restaura prepares for, responds to, and recovers from food-safety crises and operational emergencies.

The Crisis Management Manual establishes the operational protocols for food-safety-specific crises that intersect with dining services — foodborne illness, recalls, inspections, foreign objects, medical emergencies, fires, and platform compromise. It is the companion to the Food Safety Standard Operating Guide and the Emergency Preparedness Manual.

Three-Tier Severity ModelCrisis Escalation TreeState Reporting · TX · MA · NH · OK · SCAnnually Reviewed
The Standard

One discipline for every crisis

These procedures apply to all Restaura dining services operations across the senior living continuum — Independent Living, Assisted Living, Memory Care, and Skilled Nursing — and to all Phoenix3 Collective sister-brand operations where Restaura culinary leadership is on-site.

Crises are categorized by severity to drive the appropriate escalation, response time, and resource commitment. Restaura uses a three-tier model: Tier 1 (Critical) triggers notification of the Regional Director within 30 minutes and the CCO within one hour; lower tiers follow proportionate escalation paths defined in the Crisis Escalation Tree.

The manual operates in coordination with the Food Safety Standard Operating Guide and the Emergency Preparedness Manual. Together, these three documents define how Restaura protects resident safety and operational integrity when something goes wrong.

"In a crisis, speed and discipline are the same thing. The escalation tree exists so no one has to guess who to call, or when."
Download

Crisis Documents

The controlled crisis SOP and the incident/accident intake form. Download, print for your binder, and verify you are working from the current version.

Standard Operating Procedure · PDF
Restaura Crisis Management Manual

The complete crisis SOP — purpose and crisis categorization, the Restaura Crisis Escalation Tree, foodborne illness outbreak response, food recall management, regulatory inspection response, foreign object and tampering, dining-room medical emergencies, kitchen fires and active threats, cybersecurity and platform compromise, crisis communications, post-crisis review, plus crisis forms, state reporting reference, and quick-reference crisis cards.

Download Manual
Version 2.0 · 2026 · Annual Review: January · Confidential — Internal Use Only
Incident Intake Form · PDF
Incident / Accident Report

The standard intake form used to capture the facts of any incident or accident involving an employee, resident, vendor, or guest — person involved, date, time, location, a full description, witnesses, injury and medical-treatment detail, and reporter sign-off. Complete and file with HR within 24 hours of the incident (HR@phx3.com).

Download Form
Fillable intake form · 2026 · File with HR within 24 hours
What's Inside

The eleven crisis protocols

1
Purpose, Scope & Categorization
Crisis categories and the three-tier severity model.
2
The Crisis Escalation Tree
Internal escalation sequence and concurrent notifications.
3
Foodborne Illness Outbreak
Recognition, first-hour response, public health reporting.
4
Food Recall Management
Identifying, segregating, and documenting recalled product.
5
Regulatory Inspection Response
Unannounced inspections, complaints, and CMS surveys.
6
Foreign Object & Tampering
Complaint handling and suspected tampering protocols.
7
Dining-Room Medical Emergencies
Choking, allergic reaction, and cardiac events.
8
Kitchen Fires & Active Threats
Immediate-action procedures and evacuation coordination.
9
Cybersecurity & Platform Compromise
Recipe, HACCP, and operational platform incidents.
10
Crisis Communications
Internal and external communications discipline.
11
Documentation & Post-Crisis Review
Forms, templates, state reporting, and quick-reference cards.
Who To Talk To

Questions? Start here.

Patrick Ford, Culinary Vice President
Patrick Ford
Culinary Vice President, Restaura Hospitality
RESTAURA HOSPITALITY
A Phoenix3 Collective Brand · Senior Living
Real Food. Real Hospitality. Real Impact.