Section 5

Emergency Procedures

This section covers all emergency and critical incident procedures for Eddie's Doggy Daycare. Emergencies in a dog daycare environment can escalate rapidly and require immediate, confident action from all staff.

Fundamental Principle

In any emergency, human safety is the absolute first priority. Dog welfare is the second priority. Property protection is third. Staff must never put themselves at serious risk to protect property or equipment. All emergency procedures must be practised regularly through drills and scenario exercises.

All staff must be familiar with these procedures and know their responsibilities during emergency situations. Emergency procedures are covered during induction, refreshed at least 6-monthly, and practised through fire drills and scenario exercises.

In This Section

5.1 Dog Fight / Serious Altercation (EOP 5.3.1)
5.2 Fire Emergency & Evacuation
5.3 Injured Dog / Medical Emergency (NOP 5.3.2)
5.4 Heatstroke / Temperature Emergency (NOP 5.3.3)
5.5 Lost Dog (On-Site) (NOP 5.3.6)
5.6 Aggressive Behaviour / Escalation (NOP 5.3.7)
5.7 Emergency Closure of Daycare (NOP 5.3.4)
5.8 Power Failure / Utilities Failure (NOP 5.3.5)
5.9 Severe Weather / Environmental Emergency (NOP 5.3.8)
5.10 Security Breach (NOP 5.3.9)
5.11 Missing Key (NOP 5.3.10)
5.12 General Site Evacuation (Non-Fire) (NOP 5.3.11)
5.13 Emergency Authority & Decision-Making (SOP 5.4.1)
5.14 Emergency Communication & Escalation (SOP 5.4.2)
5.15 Post-Emergency Review, Reporting & Learning (SOP 5.4.3)

5.1 Dog Fight / Serious Altercation (EOP 5.3.1)

Immediate Response

Step	Action
1	Immediate separation using safe barriers only
2	Do NOT place hands between dogs
3	Secure other dogs in the area
4	Assess injuries on all dogs involved
5	Contact Site Manager immediately
6	Escalate to vet if required
7	Document incident fully
8	Review group management

Safety Principles

Rule	Requirement
No Hands	❌ Never place hands between fighting dogs
Barriers	✅ Use barriers, boards, or loud distractions to separate
Other Dogs	Secure all other dogs before handling involved dogs
Injuries	Check all dogs for injuries; some may be hidden

Escalation

Injury Level	Action
Minor	First aid on site; document; monitor
Moderate	Contact Site Manager; consider vet advice
Serious	Contact Site Manager AND vet immediately

Documentation

Record	Details
Dogs Involved	Names and descriptions
Trigger	What appeared to cause the incident
Injuries	All injuries observed
Actions Taken	Steps taken during and after
Witnesses	Staff who observed

5.2 Fire Emergency & Evacuation

Key Principles

Principle	Priority
Human Safety	🔴 FIRST PRIORITY
Dog Containment	Dogs must remain contained and controlled
Evacuation	Evacuate early and follow Fire Marshal instructions

Muster Points

Site	Primary Muster Point	Secondary Muster Point
Harlow	Car park (far end by vans)	Secure field if car park unsafe
Harlow	Car park (van zone opposite office)	Secure paddock if car park unsafe

Evacuation Procedure

Step	Action	Responsibility
1	Raise alarm immediately	First person to discover fire
2	Call 999	Designated staff member
3	Begin evacuation of dogs	All staff
4	Use leads to control dogs	All staff
5	Proceed to muster point	All staff
6	Conduct headcount	Fire Marshal/Manager
7	Wait for emergency services	All

Dog Evacuation Guidelines

Guideline	Requirement
Leads	All dogs on leads during evacuation
Calm Handling	Remain calm to reduce dog stress
Priority	Evacuate nearest dogs first
Route	Use designated evacuation routes
Never Return	❌ Never re-enter building for dogs

Fire Drills

Requirement	Frequency
Fire Drills	Every 6 months
Logging	All drills must be logged
Review	Review after each drill

Fire Safety Equipment

Equipment	Location
Fire Extinguishers	Marked locations at the site
Fire Blankets	Kitchen/office areas
Smoke Detectors	All buildings
Fire Exits	Clearly marked

5.3 Injured Dog / Medical Emergency (NOP 5.3.2)

Immediate Response

Step	Action
1	Remove dog from group
2	Keep calm and contained
3	Administer first aid only if trained
4	Contact Site Manager immediately
5	Escalate to vet where required
6	Inform owner via management
7	Record incident and welfare notes

First Aid Principles

Rule	Requirement
Training	Only trained staff may administer first aid
Calm	Keep the dog calm and still
Assessment	Assess severity before moving
Escalation	When in doubt, escalate to vet

Emergency Shutdown Procedures — Generator (Harlow Only)

If the generator shows signs of fault, overheating, unusual noise, or smoke:

Step	Action
1	Press the emergency stop button (red, clearly marked on unit)
2	Move all dogs and people away from the area
3	Do NOT attempt to restart or investigate the fault
4	Contact manager immediately
5	Manager contacts the approved service contractor
6	Complete incident report

Warning Signs Requiring Immediate Shutdown:

Unusual noise, vibration, or rattling
Smoke or burning smell
Visible sparking or arcing
Fuel leak or strong fuel odour
Warning lights illuminated on control panel
Any sign of overheating

> Rule: If in doubt — shut it down. Never attempt repairs. The service contractor handles all faults.

5.4 Heatstroke / Temperature Emergency (NOP 5.3.3)

Warning Signs

Sign	Indicator
Excessive Panting	Heavy, rapid breathing
Drooling	Excessive saliva
Lethargy	Weakness, unresponsiveness
Collapse	Unable to stand
Bright Red Gums	Discolouration

Immediate Response

Step	Action
1	Move dog to shaded/cool area immediately
2	Offer small amounts of water
3	Cool paws and body gradually
4	Do NOT use ice immersion
5	Contact Site Manager and vet immediately
6	Monitor continuously

Cooling Techniques

Technique	Application
✅ Cool Water	Apply to paws, ears, belly
✅ Wet Towels	Place on body (not head)
✅ Fan/Ventilation	Increase airflow
❌ Ice/Ice Water	NEVER use - causes shock

5.5 Lost Dog (On-Site) (NOP 5.3.6)

Critical Note

⚠️ If at any point it is suspected that a dog has left the premises, STOP and activate EOP 4.2.7 — Dog Escape (Transport).

Immediate Response (Dog Still On-Site)

Step	Action
1	Secure site (close all gates)
2	Halt all dog movement
3	Search methodically
4	Maintain headcount
5	Escalate to management

Search Protocol

Area	Priority
Last Known Location	First
Barns/Rest Areas	High
Paddocks	High
Perimeter	High
Storage/Hidden Areas	Check thoroughly

5.6 Aggressive Behaviour / Escalation (NOP 5.3.7)

Immediate Response

Step	Action
1	Remove dog from situation
2	Reduce stimulation
3	Isolate safely
4	Inform Site Manager immediately
5	Do not attempt behaviour modification during incident
6	Log behaviour and review suitability

De-Escalation Principles

Technique	Application
Space	Give the dog space to calm
Quiet	Reduce noise and activity
Calm Energy	Staff remain calm and quiet
No Confrontation	Do not confront or challenge

Documentation

Record	Details
Trigger	What caused the behaviour
Behaviour	Description of the aggression
Actions Taken	Steps to manage
Outcome	How the dog settled

5.7 Emergency Closure of Daycare (NOP 5.3.4)

Triggers for Emergency Closure

Trigger
Fire or fire damage
Utilities failure (no safe operation)
Severe weather
Safety risk to dogs or staff

Immediate Response

Step	Action
1	Secure all dogs
2	Inform management immediately
3	Contact owners via management only
4	Arrange safe collection or transport
5	Document closure decision

Communication Protocol

Rule	Requirement
Owner Contact	Via management ONLY
Staff	Follow manager instructions
Documentation	Record all decisions and timings

5.8 Power Failure / Utilities Failure (NOP 5.3.5)

Immediate Response

Step	Action
1	Assess safety impact immediately
2	Secure all dogs
3	Implement manual controls for gates/water/ventilation
4	Contact utilities provider and Site Manager
5	Escalate to emergency closure if welfare compromised

Manual Controls

System	Manual Control
Gates	Manual operation; keep secured
Water	Use stored water supplies
Ventilation	Open doors/windows where safe
Lighting	Use natural light; limit activities

Escalation

Condition	Action
Short-term (< 2 hours)	Manage manually; monitor welfare
Extended (> 2 hours)	Contact management; consider closure
Welfare compromised	Emergency closure procedure

5.9 Severe Weather / Environmental Emergency (NOP 5.3.8)

Immediate Response

Step	Action
1	Monitor conditions
2	Adjust activities immediately
3	Move dogs to shelter as required
4	Escalate to closure if welfare is compromised
5	Follow Extreme Weather Policy

Weather Conditions

Condition	Response
Extreme Heat	Hot weather protocol; shade; water; reduced activity
Extreme Cold	Shelter; reduced outdoor time; monitor vulnerable dogs
High Winds	Secure loose items; shelter dogs
Heavy Rain	Shelter; limit outdoor activity
Storm/Lightning	All dogs inside; suspend outdoor activities

5.10 Security Breach (NOP 5.3.9)

Immediate Response

Step	Action
1	Secure all dogs immediately
2	Ensure staff and visitor safety
3	Do NOT confront intruders directly
4	Contact Site Manager immediately
5	Contact police if required (999 for emergency, 101 for non-emergency)
6	Document all observations

Security Breach Types

Type	Examples
Unauthorised Access	Unknown person on site, forced entry
Theft	Missing equipment, property, or belongings
Suspicious Activity	Unusual behaviour, vehicles, or persons
Vandalism	Damage to property or equipment

Escalation

Situation	Action
Immediate threat	Call 999; evacuate if safe
Non-immediate breach	Contact Site Manager; document fully
Post-incident	Complete incident report; review CCTV

Documentation

Record	Details
Time & Date	When breach was discovered
Description	What was observed or missing
Witnesses	Staff who observed
Actions Taken	All steps taken during and after
Police Reference	If applicable

5.11 Missing Key (NOP 5.3.10)

Immediate Response

Step	Action
1	Stop and search immediate area thoroughly
2	Check van, crates, pockets, and bags
3	Retrace steps from last known location
4	Contact Site Manager immediately
5	Do NOT continue route until resolved or management instructed

Key Types

Key Type	Action if Missing
Customer Home Key	Notify manager immediately; contact customer via manager only
Site Key	Notify manager; consider lock change if not found
Van Key	Notify manager; do not leave vehicle unattended

Escalation

Situation	Action
Key found	Document incident; continue operations
Key not found within 30 mins	Manager contacts customer; arranges alternative
Key lost permanently	Offer to cover lock replacement costs

Documentation

Record	Details
Key Description	Which key, whose property
Last Known Location	Where key was last seen
Search Conducted	What was checked
Outcome	Found/not found; actions taken

Prevention

Rule	Requirement
Key Storage	Keys must be stored securely in designated pouch
Handover	Keys confirmed at start/end of shift
Labelling	All keys clearly labelled with dog name only

5.12 General Site Evacuation (Non-Fire) (NOP 5.3.11)

Triggers for Evacuation

Trigger
Gas leak or suspected gas leak
Structural damage or collapse risk
Flooding
Security threat
Chemical spill
Other safety hazard

Immediate Response

Step	Action
1	Alert all staff immediately
2	Secure dogs with leads/crates
3	Evacuate to designated assembly point
4	Complete headcount (staff and dogs)
5	Contact Site Manager
6	Contact emergency services if required

Evacuation Roles

Role	Responsibility
Most Senior Staff	Lead evacuation; make decisions
All Staff	Secure and evacuate dogs assigned to them
Driver	Prepare van for emergency transport if needed

Assembly Points

Site	Primary Point	Secondary Point
Harlow	Front car park	Neighbouring field
Harlow	Main entrance	Adjacent road

Post-Evacuation

Step	Action
1	Confirm all dogs and staff accounted for
2	Await instruction from manager/emergency services
3	Arrange transport home if site cannot reopen
4	Complete incident documentation

5.13 Emergency Authority & Decision-Making (SOP 5.4.1)

Authority Hierarchy

Level	Role	Authority
Level 1	Owner (Eddie)	All decisions including business closure, major expenditure, legal matters
Level 2	Site Manager (Jodee)	Site closure, emergency protocols, staff redeployment, vet authorisation
Level 3	Senior Staff	Immediate response actions pending manager contact
Level 4	All Staff	Own safety and immediate dog welfare actions

Emergency Decision Authority

Decision Type	Minimum Authority Level
Evacuate site	Level 4 (any staff if immediate danger)
Close site for day	Level 3
Send dogs home early	Level 3
Authorise emergency vet visit	Level 3
Contact emergency services (999)	Any staff member
Contact owners about incidents	Level 3 (via approved channels)
Approve emergency expenditure < £100	Level 3
Approve emergency expenditure > £100	Level 2

Decision-Making Principles

Principle	Guidance
Safety First	Dog and staff safety takes priority over all other concerns
Act Then Report	In immediate danger, act first; report immediately after
Escalate Early	When in doubt, escalate to higher authority
Document Everything	All decisions must be documented as soon as safe to do so

When Managers Are Unavailable

Step	Action
1	Follow emergency NOP for immediate situation
2	Attempt to contact manager via phone
3	If no response, contact next in hierarchy
4	Take minimum necessary action to ensure safety
5	Document all decisions and attempts to contact

Critical Rule

❗ Any staff member may take immediate action to protect life safety without prior authorisation. Report as soon as possible after.

5.14 Emergency Communication & Escalation (SOP 5.4.2)

Escalation Pathway

Priority	Timeframe	Contact Method
Immediate (life safety)	NOW	Phone call + 999 if required
Urgent (significant incident)	Within 15 minutes	Phone call to Site Manager
Important (non-urgent incident)	Within 1 hour	Phone call or message
Routine	End of day	Daily report

Contact Order

Step	Contact	Phone
1	Site Manager (on duty)	Site mobile
2	Other Site Manager (Jodee)	Direct line
3	Owner (Eddie)	Emergency contact
4	Emergency Services	999 / 101
5	Registered Vet	Kew Vets: 01279 422 066

Communication Rules

Rule	Requirement
Owner Contact	ONLY via Site Manager or above
Social Media	NO emergency information on social media
Press/Media	Refer ALL enquiries to Owner
Staff Messaging	Use WhatsApp for internal team updates
Documentation	Log all communications in incident report

What to Communicate

Include	Example
What happened	"Dog fight between Max and Bella"
When	"At 14:30 today"
Who is involved	"Staff: Sarah. Dogs: Max, Bella"
Current status	"Both dogs separated and being monitored"
Actions taken	"First aid applied, vet consulted"
What you need	"Need manager authorisation for vet visit"

Emergency Message Template

INCIDENT: [Type] TIME: [When] LOCATION: [Where] INVOLVED: [Who] STATUS: [Current situation] ACTION NEEDED: [What you need]

Post-Incident Communication

Timeframe	Action
Within 2 hours	Manager confirms all parties notified
Within 24 hours	Written incident report completed
Within 48 hours	Owner notified if required
Within 7 days	Review meeting if serious incident

5.15 Post-Emergency Review, Reporting & Learning (SOP 5.4.3)

Immediate Documentation (Within 24 Hours)

Document	Owner	Details
Incident Report	Staff involved	Full description of what happened
Witness Statements	All witnesses	Individual accounts
Photos/Evidence	First responder	Any relevant visual evidence
Communication Log	Manager	All contacts made

Incident Report Requirements

Section	Content
Date & Time	When incident occurred
Location	Specific area/site
Personnel Involved	Staff and their roles
Dogs Involved	Names and descriptions
Description	Detailed account of what happened
Actions Taken	Step-by-step response
Outcome	Current status and next steps
Recommendations	Suggested improvements

Review Meeting (Within 7 Days)

Attendees	Purpose
Site Manager	Chair review
Staff involved	Provide firsthand account
Operations Manager	Assess policy compliance
Owner (if serious)	Strategic decisions

Review Agenda

Item	Questions
Timeline	What happened and when?
Response	Was the correct procedure followed?
Communication	Were the right people notified?
Outcome	What was the result?
Learning	What can we improve?
Actions	What changes are needed?

Classification

Level	Criteria	Review Required
Minor	No injury, quick resolution	Manager review only
Moderate	Minor injury, significant disruption	Review meeting within 7 days
Serious	Significant injury, major incident	Full review + Owner involvement
Critical	Life-threatening, legal implications	External review if required

Learning & Improvement

Action	Responsibility	Timeframe
Update SOPs if needed	Operations Manager	Within 14 days
Staff briefing	Site Manager	Within 7 days
Training update	Operations Manager	As required
Policy review	Owner	Annually or after critical incident

Record Keeping

Document	Retention
Incident Reports	7 years
Review Meeting Notes	7 years
Training Records	Duration of employment + 3 years
Policy Updates	Permanent

4. Standard Operating Procedures (SOPs)6. Staffing, Training & Competency