► Power Outage Procedures / Power Outage Procedures
Create Date: 17 Aug 2010
Revised Date: 14 Feb 2017
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APPROVAL
Process Owner(s):Approval: /
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Retail District Managers
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Summer Hatley, Vice President of Donated Goods
Robert Smith, President and CEO
PURPOSE
The purpose of this SOP is to ensure that all processes performed within our Retail Store(s) are consistent and uniform. Ultimately these procedures will protect the donations given to our Retail Store(s) from theft, damage, or any other harm.
INTENT
To provide our Goodwill Employees and Management teams with a set of standard procedures in the event of a power outage at the retail location or at the main office, short term or prolonged.
RESPONSIBILITES
· District Manager(s)
Monitor assigned Retail Store(s) operation
Audit assigned Retail Store(s) for compliance
Maintain and Update SOP manual
Review procedures for feasibility and effectiveness
Train Management Staff(s) on procedure(s)
· Store Management
Maintain assigned Retail Store
Inform associates of procedures
Ensure compliance
Train associates in specific areas of responsibility
Ensure associates are held accountable for procedures contained within
POWER OUTAGES: SHORT OR LONG TERM
· In the event of a loss of power, the following procedures are to be followed:
o Every store should have an Emergency Card positioned at the register area.
o No Credit Cards will be accepted without receiving phone authorization, and then enter into offline sale on register.
o If authorization is not obtain payment will not be accepted.
o Instructions should be followed on Emergency card to complete Transaction.
o If there is no power to the registers, customers are to be checked out manually using the Blank Manual Invoice.
§ The invoice should be as detailed as possible regarding the customer, such as; Name, Phone Number, and Rewards Card Number,
§ List each individual item, including string tag colors on textiles and week number on wares. This will become their receipt should the customer return at a later date requesting refunds or exchanges.
§ The customer should be given the copy of the Manual Invoice, retaining the original for the store’s records.
§ Cash is only payment accepted when there is no power.
§ Cash should be placed directly into the register as normal.
o Once the electricity has been restored to the store, each invoice must then be entered into the POS System, retaining the copies for any future reference required. This must be done within 24 hours or same business day.
· It is required that Management check the Registers monthly verifying that the Emergency Cards are at the Register.
o Offline verification should be performed every Monday.
· Customers should be advised that once power has been restored to the store, their transactions will be entered into the system thereby updated their rewards card data and points.
· Once power is restored, should the registers not respond, check the circuit breakers as occasionally a power outage will cause the breaker(s) to trip to off.
· In the Manager Office, keep two flashlights for counting down cashier tills and verifying deposits.
· Important Note: Before removing any cash drawers, be sure to walk your store, including restrooms, to be absolutely sure that no one is left in the building. This is for everyone’s safety. This is a perfect opportunity to be robbed.
· Should the Main Office Campus lose power, the only effect on the stores will be an inability to retrieve Customer Data.
· In the event of a prolonged loss of power, contact your DM for instructions pertaining to possible early closing particularly if due to storm activity. If you are instructed to close the store, be sure that all of your customers are serviced and have left the building before beginning your closing procedures (See Note 9.0 above).
· Once power is restored, IT must be contacted daily by phone until all equipment is in working order.
Acknowledgement: I have read and agree to follow the procedure described above. I understand that failure to follow this procedure may result in corrective action.
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