Procedure No.: CTC-SAF-035 Page: 1 of 6 1. PURPOSE This procedure will document the Charlotte site receptionist s responsibilities regarding; allowing entry of site personnel/salesmen/visitors/persons seeking employment, deliveries, telephone responses, fire alarm/emergencies, equipment failures, and dealing with vendors/contractors. 2. DEFINITIONS 2.1. none 3. SCOPE The procedure covers all persons entering the Charlotte site and interaction with front desk receptionist and/or guard. 4. PROCEDURE 4.1. Control of Entry doors for BASF personnel, contractors, visitors & deliveries and controlling access to other external entryways 4.1.1. It is the responsibility of the front desk receptionist to verify an individual s identity before allowing that person to enter. A. Recognized individuals are allowed to enter the main lobby on sight as a general rule. Non-recognized individuals will be greeted and asked purpose of visit. Based on response, individuals will be allowed to enter or provided with information needed to depart. Additional questions should be asked after entry into the lobby to determine further building access. B. If you are not certain of an individual s identity at non-lobby entryways(viewable by monitors), regardless of their claimed function, there are two methods of verification: (1) Have the individual come to the front lobby door where they can be observed and questioned. (2) Notify the Shipping/Receiving Department of the arrival and ask them to review the individual(s). Only after verification of an individual s identity is established should entry be allowed. C. If an outsider gets into the building, beyond the receptionist control, the receptionist is to call the Site Manager, Shipping/receiving personnel, Safety Specialist, or Facility services until someone is reached. The intruder will be found and asked to leave the building.
Procedure No.: CTC-SAF-035 Page: 2 of 6 D. If an individual becomes angry or obnoxious after they are allowed in the lobby area, there are two types of action: (1) If the situation is not dangerous, you may call for assistance from any of the Site Services staff, (2) If the situation appears dangerous, activate the blue light for assistance and if possible leave the lobby area. Notify the facilities supervisor and staff ASAP. E. Do NOT allow BASF personnel into the building from any nonlobby doors, if they have forgotten their access cards. They must sign in at the front desk. In case of an emergency, there would be no record of their presence if they did not sign in. Report all violations of this procedure to the facilities supervisor. 4.1.2. Salesmen and Persons seeking Employment require special handling. A. If the visitor is a salesperson and does not have a specific appointment, have them detail what their products are on a separate piece of paper and leave it with their business card. B. Persons seeking employment should be referred to: North Carolina Employment Security Commission 500 W. Trade Street Charlotte, NC 28202 ph (704) 342-6131 Charlotte job postings are listed with this agency. They may also be advised to access BASF.COM for job postings. 4.1.3. All visitors, off-site BASF personnel (including off-site Charlotte persons) MUST sign in on the guest book in the front lobby. Contractors sign authorization log book. There are no exceptions to this policy. 4.1.4. Visitors, contractors, and non-charlotte BASF personnel are given appropriate site identity badge. Tell them they will need to wear the badge where it can be readily observed. They should also be provided with and/or shown the site safety fold out cards located at the front desk. 4.1.5. Call the site resident whom they are requesting, and notify them their guest(s) have arrived. No guests should be given access to the inner building without a resident escort(basf Contact), without prior arrangement with Facilities Supervisor. Frequent visitors and contractors can be given access cards and badges per the facilities supervisor upon request. Family and friends are allowed to meet residents in the front
Procedure No.: CTC-SAF-035 Page: 3 of 6 lobby but are not allowed access to the rest of the building without specific site supervisory approval. 4.1.6. Compliance Officer/Agency Personnel (ex.epa, OSHA, CMFD, CMPD) are allowed entry into the lobby. These persons should be asked to sign in and show photo I.D. to verify identity. Name and specifics should be noted. Print name in log book if person refuses to sign. - Designated site personnel shall be contacted to meet the Agency personnel in the lobby, ie. Site NCU EHS specialist and/or Site manager> Facility Supervisor> Product Development manager. - An Opening Conference shall be held in the lobby conference room to review purpose and scope of visit. Include: Scope, Information Confidentiality, Data duplication, and if person will enter other site areas then standard site safety orientation and PPE required as needed. - Convey opening brief from Compliance personnel to EHS SE Hub Manager as soon as possible. - Designated personnel will accompany visiting agency personnel at ALL times and take notes on discussions, items examined and duplicate photos or split samples where taken by agency. Copies of any documents provided should be made and a confidentiality review completed of ALL materials requested by agency personnel. - A BASF representative presence should be requested in any direct interviews made and BASF personnel informed they may have representative present. Personnel should: Tell the truth, not speculate, answer Only questions asked, say I don t know if they don t know. - Site Walk routes should be pre-known and pre-audited if possible. Do not confirm any observations as a hazard or non-compliance until post review is made. - Designated persons should review procedure BC032.009/N-ID-ENV 020 (Requirements document N-R-ENV 001) before Closing Conference to ensure proper steps are taken before conclusion of visit. Offer additional information at Closing Conference if it supports compliance. No arguing with Compliance/Agency personnel is allowed. - Inspection/visit will be entered into AIMS per site practice. 4.2. Phone Procedures 4.2.1. It is our policy to field each phone call with the utmost professionalism. It is important to be polite and helpful regardless of how the caller is behaving. Our customers first impression of BASF comes from the receptionist. A. Never forward a call based on a person s description of someone.
Procedure No.: CTC-SAF-035 Page: 4 of 6 B. Never give out personnel phone numbers from the receptionist desk, regardless of the reason. Never give out names associated with position titles. C. If the caller does not know specifically with whom they need to speak, help them by asking specific questions: ex. What is your application? What product are you interested in? etc.. D. If the caller knows the product name and application, use the product name/application reference sheets to determine who should receive the call or forward to Customer Care for product direction. 4.3. Fire Alarm / Emergency 4.3.1. When the fire alarm sounds, a phone call will come from the monitoring company requesting confirmation that there is a fire (this may take 1-2 minutes). Someone from the facilities group will confirm to you if there is a fire. Inform the monitoring company whether it is a fire or a false alarm. [If fire or other hazard is imminent do not wait for phone call but exit building with sign-in book immediately.] 4.3.2. Put the phone system in night mode and take the sign-in guest & contractor book and First Aid pillow kit as you evacuate. Use the sign-in books to verify that all signers have evacuated the building to Area 1 or their whereabouts are known. Inform the facilities manager of any unaccounted for persons. 4.3.3. In case of tornado, or other similar emergency, put the phone system in night, and move to designated tornado shelter areas or safe room in interior of building. 4.3.4. If a medical emergency is reported to the receptionist desk gather the important details (name, location, problem) and use intercom 55 to get immediate help to the proper location. Call 911 when the emergency is life threatening or when so directed. First Aid Team members will report to the front lobby to meet emergency personnel and guide them to the individual(s) needing help. 4.3.5. For emergency situations not detailed in this procedure, contact site safety personnel and/or the site manager for directions. 4.3.6. Monitor the security screens at the front desk for unusual activity and contact site services to report such activity. 4.4. Equipment not operating 4.4.1. Report all facilities problems (non-operating doors, heating/cooling issues, etc.) to maintenance or facilities personnel.
Procedure No.: CTC-SAF-035 Page: 5 of 6 4.4.2. Report all phone/communication problems through help desk system, or via computer. 4.4.3. Enter facility requests as appropriate. 4.5. Vendors/ Contractors 5. RESPONSIBILITIES 4.5.1. Do not sign service orders as complete unless directed by the facilities manager or other member of the facilities group who deals with that vendor. Do NOT sign for: Construction or installation work being overseen by someone else. Contractor/repair work completion notices (HVAC repair, painters, etc.) Deliveries Fax/copier/phone repair work completion notices Landscaper/Lawncare/exterminator work completion notices Lunch/mail deliveries Temporary help time cards All invoices of any type All other deliveries* *Note I: Special Approval has been given to Sign for Flower Deliveries. Note II: Pickup of site data by Iron Mtn contractor may occur at times and require a 4 digit code. Be prepared to provide this code. 4.5.2. Contractors and vendors are signed in with the same procedures as other visitors, except they sign in using Contractor Authorization Log. Construction or heavy installation contractors should be sent to the East side of the buildings back parking lot and Maintenance contacted. Contractors must be issued contractor badges. 5.1.1. BASF employees, Visitors, and Contractors must comply with these procedures and rules at all times. 5.1.2. Facility manager is responsible for the implementation, maintenance, and enforcement of these procedures. 5.1.3. Site safety is responsible for training receptionist to related safety requirements. 6. RELATED DOCUMENTS
Procedure No.: CTC-SAF-035 Page: 6 of 6 none 7. REVISION HISTORY Date Revision Summary of Change By 8/22/06 JSF 4.1.1.C Added security to informants, 4.3.6 security screens, 4.4.3 facility requests 1/28/09 JSF 4.1 Heading revised to specify entries, 4.1.1 removed redundant second sentence, 4.1.3 clarified off-site personnel, CTC definition removed 7/21/09 JSF 4.1.1 Deleted content in D and added a new paragraph for A, moving other paragraphs to fill in to D., 4.1.5 Added prior arrangement notation. 8/26/09 JSF 4.1.6 Additional wording to clarify actions regarding Agency Personnel visits. 4.2.1 Deleted need to know caller s name and taking a message, 4.5.1. Reworded signing orders, 4.5.2 Contractor parking noted for East side of back parking lot. 1/11(Rev 5) JSF 4.1.6 Additional notations to align with corporate changes in BC032.009 7/10/15(Rev 6) JSF 4.4.2 Deleted phone extensions, 4.5.2 Added note on separate contractor sign-in log. 6/19/17(Rev 7) JSF 4.1.6 Lab Mgr changed to Prod. Dev. Mgr, Implementation Doc.# added, 4.3.2 Contractor book added, 4.5.1 Data code notation added.