Module 6: Emergency Response

Your Role as FOH in an Emergency

As the person closest to the guest, you are most likely to be the first to notice something is wrong. Your response in the first few minutes can save a life.

Anaphylaxis is a Medical Emergency It requires immediate treatment with adrenaline (epinephrine). If treatment is delayed, anaphylaxis can be fatal. There is no time to "wait and see."

Signs to Watch For

Mild / Moderate	Severe (Anaphylaxis) — EMERGENCY
Swelling of lips, face, or eyes	Difficult or noisy breathing
Hives or welts on the skin	Swelling of the tongue or throat
Tingling in the mouth	Wheeze or persistent cough
Abdominal pain or vomiting	Difficulty talking or hoarse voice
	Persistent dizziness or collapse
	Pale and floppy (especially children)

What to Do: Step by Step

1

Stay Calm and Act Immediately Do not panic. Alert your manager and stay with the guest. Every second counts.

2

Lay the Person Flat Do NOT allow them to stand or walk. If they are having difficulty breathing, allow them to sit on the ground with legs outstretched. Never let them stand up.

3

Ask If They Have an EpiPen / ASCIA Action Plan Many people with known allergies carry their own adrenaline auto-injector (EpiPen) and action plan. If available, help them use it or administer it yourself following the instructions on the device.

4

Call 000 (Triple Zero) Immediately Tell the operator: "Someone is having anaphylaxis at [your address]." Give them the restaurant's address and stay on the line.

5

If Unconscious: Recovery Position If the person loses consciousness but is breathing, place them in the recovery position (on their side with the upper leg bent for stability). This keeps their airway clear.

6

If Unresponsive and Not Breathing: CPR If the person is unresponsive and not breathing, begin CPR immediately. Push hard and fast in the centre of the chest. Continue until the ambulance arrives.

7

Stay with the Person Monitor their breathing. Keep them calm. Do not leave them alone until the ambulance arrives.

8

Preserve the Food Do NOT clear the table. The food the guest was eating may be needed for investigation. Freeze it and label it.

Where Is the EpiPen? Know where your store keeps its first aid kit and whether it contains an adrenaline auto-injector. If you don't know, ask your manager today. In many cases, the guest will carry their own.

Special Case: Asthma and Anaphylaxis

Many people with food allergies also have asthma. If a guest is having an allergic reaction AND has asthma symptoms, follow this order:

1

EpiPen FIRST If there are signs of anaphylaxis, use the EpiPen first. Do not delay the EpiPen to use an asthma puffer.

2

THEN asthma puffer After administering the EpiPen, the guest can use their asthma puffer if needed.

Critical Order EpiPen first, then puffer. An asthma puffer alone will NOT stop anaphylaxis. The EpiPen is the life-saving treatment.

How to Use an EpiPen

An EpiPen is designed to be used by anyone, even without medical training. Follow these steps:

1

Pull off the blue safety cap

2

Hold firmly against the outer mid-thigh (through clothing is fine)

3

Push down hard until you hear a click

4

Hold in place for 10 seconds, then remove

5

Call 000 if not already done. A second dose may be given after 5 minutes if no improvement.

Remember: Blue to the sky, orange to the thigh. The blue cap comes off first. The orange end goes against the thigh.

After the Incident

Post-Incident Procedure

Report the incident using the RaRa Ramen incident report form
Report near misses too — even if the guest didn't react, near misses prevent future incidents
Internal investigation — understand what happened and where the process broke down
Review and update procedures as needed
Support the team — an anaphylaxis incident can be distressing for everyone involved

Food Safety Culture Report concerns, mistakes, and near misses openly. A good food safety culture means staff feel safe to speak up without fear of blame. This is how we prevent incidents. Integrity & Consistency starts with honest reporting.

Flashcards

Click each card to reveal the answer.

What is the first thing you should do if a guest shows signs of anaphylaxis?

Click to flip

Stay calm, lay the person flat (do NOT let them stand), and alert your manager immediately.

"Blue to the sky, orange to the thigh" — what does this mean?

Click to flip

EpiPen instructions: Remove the blue safety cap first (blue to the sky), then press the orange end firmly against the outer mid-thigh (orange to the thigh).

If a guest is having anaphylaxis AND has asthma, what do you do first?

Click to flip

EpiPen FIRST, then asthma puffer. An asthma puffer alone will NOT stop anaphylaxis. The EpiPen is the priority.

What should you do if the person becomes unconscious but is still breathing?

Click to flip

Place them in the recovery position (on their side with upper leg bent). This keeps the airway clear. Call 000 if not already done.

What should you do with the food the guest was eating?

Click to flip

Do NOT clear the table. Preserve the food — freeze it and label it. It may be needed for investigation.

Should you report near misses even if the guest didn't react?

Click to flip

YES. Near misses must always be reported. They help identify weaknesses in the process and prevent future incidents.

Knowledge Check

1. A guest who declared a nut allergy starts showing difficult breathing, tongue swelling, and persistent coughing. What should you do?

Give them water and wait to see if they improve Ask them to stand up and walk outside for fresh air Wait 10 minutes before calling for help Lay them flat, help them use their EpiPen if available, and call 000 immediately

Correct! These are signs of anaphylaxis. Lay them flat (or seated with legs out if breathing is difficult), help with EpiPen, and call 000 immediately. Never delay.

Incorrect. These are signs of anaphylaxis — a medical emergency. Lay the person flat (NOT standing), help with their EpiPen if available, and call 000 immediately. Never wait or delay.

2. A guest with anaphylaxis also has asthma and is wheezing. What do you use first?

Asthma puffer first, then EpiPen EpiPen first, then asthma puffer Asthma puffer only — it will help with breathing Neither — wait for the ambulance

Correct! EpiPen first, then puffer. An asthma puffer alone will NOT stop anaphylaxis. The EpiPen is the life-saving treatment and must come first.

Incorrect. For anaphylaxis with asthma: EpiPen FIRST, then asthma puffer. The EpiPen is the priority because an asthma puffer alone cannot stop anaphylaxis.

3. After an allergic reaction incident, what should you do with the food the guest was eating?

Clear it away and clean the table Throw it in the bin Preserve it — freeze and label it for investigation Give it to the paramedics

Correct! The food must be preserved (frozen and labelled) as it may be needed for investigation to determine what caused the reaction.

Incorrect. The food must be preserved — freeze it and label it. It may be needed for investigation to determine the cause of the reaction.

4. The person has become unconscious but is still breathing. What should you do?

Sit them up in a chair Place them in the recovery position (on their side) to keep the airway clear Start CPR immediately Leave them flat on their back

Correct! The recovery position (on their side with upper leg bent) keeps the airway clear. CPR is only for when they are NOT breathing.

Incorrect. If unconscious but breathing, place them in the recovery position (on their side). CPR is only needed if they stop breathing. Do NOT leave them flat on their back as the airway could become blocked.

5. Should you report a near miss (e.g. wrong dish almost sent to allergy table but caught at the pass)?

No, nothing happened so it's fine Yes — near misses must always be reported to prevent future incidents Only if the manager asks about it

Correct! Near misses must always be reported. They reveal weaknesses in the process and help prevent real incidents.

Incorrect. Near misses MUST be reported. Every near miss is a warning sign that the process has a weakness that could lead to a real incident.

Training Complete

Congratulations! You have completed all 6 modules of the RaRa Ramen FOH Allergen Safety Training.

Remember:

Always ask about allergies — and probe for specifics
Always follow the 10-step procedure
Apply the 100% Rule — never guess
Know the signs of anaphylaxis
EpiPen first, then asthma puffer
Report near misses and incidents
Integrity & Consistency, every time

Speak to your manager to confirm completion and record your training.