Triage Playbook: Safety & Allergy Incident Checklist + Reply Scripts

When seconds matter, you don’t want to invent a process—you want a crisp, practiced allergy incident triage checklist that every supervisor can run in their sleep. Crisis playbooks reduce response time, improve safety outcomes, and limit reputational damage by standardizing what to do, what to say, and what to log.

This post delivers a complete, print‑ready crisis playbook for front‑line managers: a stepwise safety triage flow, exact reply scripts (public reply, private DM, in‑person apology), an evidence capture log, and an escalation matrix. A downloadable ZIP is included for training and fast adoption.

What’s in the downloadable ZIP

Triage flow (one‑page PDF) for allergy, safety, and customer escalations
Reply scripts: public comment, private DM, phone/email follow‑up, in‑person apology
Evidence log template (timestamps/screenshots checklist)
Escalation matrix by severity with routing rules
Drill cards for 5‑minute shift huddles
Incident report + post‑incident review form
Download the ZIP: scripts, logs, escalation flow

1) Stepwise triage flow (post this by the register, host stand, and BOH)

Important: If anyone shows symptoms of anaphylaxis—trouble breathing, swelling of face/lips/tongue, hives with dizziness—call emergency services immediately and follow your epinephrine protocol. Do not delay medical care.

Assign roles fast:

Incident Lead (IL): Owns decisions, communication, and escalation.
Safety Runner (SR): Calls EMS, retrieves epinephrine/first‑aid/AED, clears path.
Recorder (RC): Time‑stamps actions, collects evidence, starts the log.

90‑second priorities:

Stabilize the person. Call EMS. Use epinephrine per policy. Stay with the guest.
Stop service of suspected item(s). Isolate and label all related food/drink/product and utensils.
Start the evidence log: time, names, product labels, order/ticket numbers, witnesses.

Step‑by‑step:

Detect and confirm
- IL acknowledges report of a reaction or safety issue.
- SR checks symptoms; if in doubt, treat as serious and call EMS.
Stabilize and secure
- Follow first‑aid protocols. Keep the guest comfortable and monitor breathing.
- Remove suspected items from circulation. Quarantine station/equipment.
Communicate on‑scene
- IL identifies self to guest: “I’m the manager on duty; I’m here to help.”
- Assign one staff member to manage crowd and keep pathway clear.
Evidence capture (start within 3 minutes)
- RC photographs labels, prep sheets, station, tickets, POS modifiers, and signage.
- Record batch/lot numbers, expiration dates, and allergen statements.
- Save CCTV clip if available and legal to do so.
Notify and escalate
- IL references the escalation matrix below; call operator/owner as required.
- If multiple guests potentially exposed, halt service and initiate product hold.
Documentation and chain of custody
- Bag and label physical evidence (samples, utensils) with date/time and “Do Not Use.”
- Preserve digital assets: screenshots of online comments, POS screens, delivery app notes.
Service recovery (only after safety is under control)
- Provide calm updates to guest/family. Offer water/blanket. Do not speculate on cause.
- Waive charges and arrange transportation if appropriate.
Handover and debrief
- Provide EMS with a concise timeline and evidence notes.
- After the guest leaves, conduct a 10‑minute team debrief: what happened, what changes now.

2) Exact reply scripts you can use verbatim

Use these manager templates for consistency. Fill in [brackets] with specifics and log a copy in the evidence log.

Thank you for alerting us, [Name]. We take safety and allergens extremely seriously. Our manager on duty is investigating now. Could you DM us your contact info and the details of your visit (date/time, order, any allergens)? We want to follow up directly and make this right.

Tone: calm, brief, zero defensiveness. Do not discuss medical details publicly.

Private DM follow‑up

Hi [Name]—I’m [Manager], the manager at [Location]. I’m very sorry for what happened. Your safety is our priority.
Could you share:
• Date/time of visit and table/order number
• Suspected allergen(s) and any symptoms experienced
• Who we should speak with directly (phone/email)
We’ve paused service of the suspected item while we investigate. I’ll keep you updated and can also speak by phone at [Direct Line]. Case ID: [####].

In‑person apology (to guest or family)

I’m [Manager]. I’m truly sorry this occurred. We’re focused on your safety first—EMS is on the way and we’re staying with you. Separately, we’ve stopped serving the item involved and are preserving everything for review. I’ll provide you with my card and a case ID so you can reach me anytime. Is there anyone you’d like us to contact for you now?

Phone or email follow‑up (within 24 hours)

Hi [Name], this is [Manager] from [Location]. I wanted to check on how you’re doing and to share our next steps. We’ve reviewed [brief facts—no speculation], reinforced our allergen controls with staff, and are conducting additional training. I’m sorry this happened. If you’re open to it, I’d like to [offer next step: reimburse, cover medical transport, discuss measures]. You can reach me directly at [Direct Line]. Case ID: [####].

Media holding statement (if needed)

We’re aware of an incident involving a guest with a potential allergen exposure at our [Location] on [Date]. The guest received immediate assistance and emergency services were contacted. We have paused service of the implicated item and are cooperating fully with the investigation. Safety is our top priority, and we’ll share more as appropriate.

3) Evidence capture log (timestamps/screenshots)

Create one log per incident. Keep entries factual, time‑stamped, and signed by the Recorder.

Include:

Case ID, date/time opened and closed
Names/roles of staff involved; guest contact (if provided)
Suspected item(s), ingredients, supplier, lot/batch numbers
POS order number, ticket, modifiers, allergy notes
Photos: labels, prep area, utensils, posted allergen notices, delivery app notes
Screenshots: public posts, DMs, caller ID logs, internal chat
Timeline of actions: EMS call time, epinephrine time, service hold start/end
Escalations made: who, when, how (call/text/email)
Disposition of evidence: what was bagged, where stored, by whom
Sign‑off by Incident Lead and next steps

Example timeline format:

18:42 — Guest reports tingling/swelling after [Item]. IL on scene.
18:43 — EMS called by SR. Epinephrine administered per protocol.
18:45 — Service hold on [Station]. RC starts photos (labels, ticket #2371).
18:50 — Owner notified; delivery platforms paused for [Item].
19:25 — EMS departs with guest; IL provides card and Case ID #2024‑081.

4) Escalation matrix (who to call, how fast, and what to freeze)

Level Green — Inquiry or near miss

Trigger: Customer question about allergens; no exposure/symptoms.
Actions: Provide allergen book; verify with kitchen; note in shift log.
Notify: None beyond shift lead.

Level Yellow — Mild reaction or product concern

Trigger: Hives, mild GI upset, mislabeled ingredient, hairline cross‑contact risk.
Actions: Pause item; start evidence log; IL contacts guest; gather labels.
Notify within 30 minutes: GM/owner; supplier if labeling concern.

Level Orange — Confirmed reaction requiring medical evaluation

Trigger: EMS called or guest self‑administers epinephrine.
Actions: Full service hold on implicated menu group; bag samples; CCTV preservation.
Notify immediately: Owner/ops lead; regional; legal/insurance contact; supplier QA.

Level Red — Life‑threatening reaction or multiple guests affected

Trigger: Breathing difficulty, swelling, multiple similar complaints.
Actions: Shut down implicated line/venue if needed; activate crisis communications.
Notify immediately: Executive, legal/insurance, PR point, corporate safety.

Level Black — Media/legal escalation or regulatory inquiry

Trigger: Media on site, viral post, regulator contact, hospitalization.
Actions: Designated spokesperson only; provide holding statement; document everything.
Notify: Executive team, legal counsel, insurer, regulatory liaison.

Routing rules:

Social posts: Acknowledge publicly within 15 minutes; move to DM immediately.
Phone/email complaints: Call back within 30 minutes; send written recap within 2 hours.
Regulators/inspectors: Notify exec/legal before responding; keep chain‑of‑custody intact.

5) Post‑incident follow‑up and training

Within 24 hours:

Restock and check epinephrine, first‑aid, and PPE; verify expiration dates.
Deep‑clean and re‑sanitize implicated stations; replace porous tools and boards.
Review allergen matrix against menu; correct prep sheets and line labels.
Conduct a 15‑minute all‑hands huddle: what happened, corrected controls, key reminders.
Send a brief internal incident summary with three improvements and owners.

Within 7 days:

Complete a root‑cause analysis: people, process, product, place. Document fixes.
Update onboarding and shift‑drill cards. Add scenario practice to pre‑shift briefings.
Close the evidence log with final actions, guest outcome (if known), and leadership sign‑off.

Quick adoption checklist (print this)

Download the ZIP and customize contact names/numbers.
Post the one‑page triage flow in BOH, FOH, and delivery stations.
Save the reply scripts as text snippets on manager phones and social dashboards.
Add the evidence log to your POS tablet or a clipboard at the host stand.
Run a 10‑minute drill per shift this week: simulate Yellow and Orange levels.
Review the escalation matrix during the weekly manager meeting.

With this crisis playbook and allergy incident triage checklist, your team can respond decisively, communicate clearly, and document flawlessly—every time.

Ready to put this into action? Download the ZIP, print the flow, brief your team, and run your first drill today.