Communications - Severe Weather Protocol

For JFest and BOMM

Note: Whitaker Music Festival and Chinese Culture Days have independent written rain plans; please see Jim Kalkbrenner for copies.

The Garden’s online ticketing page states: All events are rain or shine; there are no refunds or exchanges. However, we must consider the possibility of inclement weather forcing the cancellation of specific activities that may have influenced a Garden visit, and plan to effectively communicate changes in activities accordingly.

Please note: Most of our large events have enough indoor activity that cancelling an entire event should not be necessary; however, torrential rain, flooding and tornados are among factors that would warrant closing the entire Garden.

1.)Determination of cancellation.

  • PRIOR TO or the DAY OF an event:The SafetySecurity Manager and the Event Manager, in consult with one another, will make the decisions and initiate communications (as outlined in #2) regarding the cancellation of events or activities due to inclement weather.
  • Security staff will monitor the Doppler radar/National Weather Service reports in advance of and during the event, and will contact the Safety & Security Manager with weather condition updates.
  • It is important to consider the safety concerns of conditions as they exist on the grounds,as opposed to predictions alone.
  • If an event is ALREADY UNDERWAY:In the case of severe weather issues occurring after an event is already underway, the Safety & Security Manager will make a judgment regarding the event as a wholeas safety dictates, first notifying the Event Manager. In the case of individual activities which are part of a larger event, the Event Manager will make determinations as to individual activity status based on Safety & Security recommendations, ground saturation, feasibility, etc.

2.)Notifying staff, volunteers and other event workersof a cancellation.

  • After a determination has been made, the Event Manger will outline the list of cancellations, postponements and relocation of activities as applicable, along with specific reasons necessitating the changes (lightning; ground saturation; safety concerns, etc.).
  • Event Manager is charged with immediately contacting theVP-Communications, Visitor Services Manager andVolunteer Lead with these precise messages. (RADIO CH. 4)
  • Visitor Services Manager is charged with contacting the Ticket Counter, Children’s Garden Lead and Membership Lead. (RADIO CH. 5 & 6)
  • VP-Communications is charged with contacting PR Team and Web Content Editor.
  • Safety & Security Manager is charged with contacting Security Lead, Facility Support Lead and applicable Horticulture and Maintenance staff. (RADIO CH. 1, 2 & 3)

NOTE: Each manager or lead notified is charged with communicating the information to their own teams and departments.

3.)Notifying visitors in advance.

  • PR Team and Web Content Editor will immediately update the Garden’s home page, signature event page, Twitter feed, Facebook feed and x400 with the activity changes as outlined by the Weather Committee.
  • PR team will also contact KSDK, KTVI, KMOV, KPLR, KMOX and St. Louis Post-Dispatch as deemed appropriate/necessary.

4.)Notifying visitors upon admission.

  • Visitor Services will inform visitors of schedule changes prior to issuing tickets. Message should be clear that tickets are good for same-day, rain or shine admission only (no rain checks or refunds)—regardless of future activity cancellations—and outline specific cancelled activities so that visitors can make an informed purchase. Please note that we can only provide real-time information, and cannot make predictions about the status of future activities as the weather and ground saturation levels are unpredictable. Message should also include suggestions of activities that have not been affected by weather and are ongoing.

5.)Notifying visitors on site.

  • Event Manager should contact the Publications Department in advance of the event (based on the weather forecast) about creating generic A-Frame signage, to prepare for a potentially cancelled activity.
  • Event Manager must designate a point person to set out cancellation signage at the originally scheduled location, to inform visitors of the changes. (Obviously considering safety in doing so.)

6.)Rain checks and refunds.

  • Tickets are for rain or shine; there are no refunds or exchanges. Event workers should not suggest or offer a refund or a rain pass as alternatives to visitors.
  • HOWEVER, in the case of a severely upset or disgruntled visitor, please refer the individual to the Visitor Services Manager, VP-Retail Operations or VP-Communications. These three are the only individuals authorized to issue rain checks or refunds, at their discretion, to retain a positive visitor experience. Issues will be considered on a case-by-case basis and should not be promised by other staff.

Contact Information

VP-CommunicationsPeggy Lentsx245(314) 973-3186 cell

VP-Retail OperationsJan Simonsx581(314) 302-3145 cell

Safety & Security ManagerMarcie Touchettex493(314) 348-3498 cell

Visitor Services ManagerLeslie Mitchell-Jacksonx538(314) 302-0130 cell

Ticket Counterx231

Security DeskOfficer Nelson or Dodsonx212

Facility Support LeadPat Scottx460

Volunteer ManagerJackie Jurasx187(314) 302-2719 cell

Web Content EditorRob Thurmanx856(314) 591-8793 cell

Event Specific

CCD

Event ManagerJim Kalkbrennerx540(314) 323-1879 cell

Public Information OfficerJulie Bierachx141(314) 753-2600 cell

JFest

Event ManagerJim Kalkbrennerx540(314) 323-1879 cell

Public Information OfficerKaren Hagenowx254(314) 607-1908 cell

BOMM

Event ManagerLynn Kerkemeyerx295(618) 604-8856 cell

Event CoordinatorChelsea Pedigox855(573) 576-2155 cell

Public Relations (Lents & Assoc)Leigh Albright(314) 968-3060(314) 221-0965 cell

Rev 09-23-09