CHESAPEAKE ENERGY ARENA REOPENING GUIDE

CHESAPEAKE ENERGY ARENA

REOPENING GUIDE

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1. INTRODUCTION

2. PROTECTING THE HEALTH & SAFETY OF THE WORKFORCE & GUEST

3. ENVIRONMENTAL HYGIENE

4. GUEST JOURNEY / EVENT OPERATIONS

5. FOOD AND BEVERAGE SERVICE

6. WORKPLACE SAFETY

7. TECHNOLOGY & EQUIPMENT CATALOG

8. PUBLIC AWARENESS

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TABLE OF CONTENTS

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1. INTRODUCTION

On March 11, 2020, Oklahoma City and Chesapeake Energy Arena became the COVID-19 epicenter of the sports world during the OKC Thunder vs Utah Jazz NBA game. Since that time, Chesapeake Energy Arena has actively been preparing to reopen in a COVID-19 environment while applying an above and beyond approach to ensure a safe and healthy environment with exceptional guest experience as we reopen the facility.

Chesapeake Energy Arena’s management team, ASM Global – Oklahoma City (ASM OKC), has collaborated with the Oklahoma City Thunder to provide the most advanced hygienic safeguards and operating procedures in a COVID-19 environment while integrating ASM Global’s VenueShield program, which is being utilized by over 300 of their managed venues. These safeguards and procedures have been customized to Chesapeake Energy Arena to inspire confidence and trust in the employees, athletes, artists, and guests that use this venue.

In addition to using the VenueShield best practices, ASM OKC alongside the Oklahoma City Thunder formed a task force in April 2020 that met regularly to develop the Chesapeake Energy Arena VenueShield Reopening Plan. Together, a team of over 100 members from both organizations reimagined all aspects of event operations at the facility to elevate health and safety procedures for future events.

Six key VenueShield pillars have been used as a platform for the development of the Chesapeake Energy Arena Reopening Plan:

• Environmental Hygiene• Guest Journey • Food & Beverage Service• Workforce Safety• Technology & Equipment • Public Awareness

The VenueShield Reopening Plan will continue to be updated as new information is released. ASM OKC will continue to use organizations such as the Centers for Disease Control and Prevention (CDC), National Health Service (NHS), World Health Organization (WHO), and OU Health for guidance.

About the VenueShield ProgramASM Global subject matter experts have partnered with experts, health officials, and industry leaders in environmental hygiene, sanitization, and fulfillment on all facets of the VenueShield Program.

The program is designed to provide an evolving approach to the unique aspects of ASM Global-managed venues and is guided by input from the company’s venue experts around the world, representing every venue type.

The worldwide VenueShield Task Force is continuing to refine and develop the VenueShield Program by collecting and monitoring data, researching new technology and products, and updating best practices.

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HEADER GOES HERE2. PROTECTING THE HEALTH & SAFETY OF THE WORKFORCE & GUEST

Integrating health and safety best practices at ASM OKC is an important part of the VenueShield Reopening Plan. General information and health and safety best practices related to COVID-19 are included below.

2.1 About COVID-19 COVID-19 is an infectious disease caused by a coronavirus strain called severe acute respiratory syndrome coronavirus 2 (SARs-CoV-2). Coronaviruses are a family of viruses that can infect humans and animals. The SARs-CoV-2 strain was not known to occur in humans before 2019. As of this writing, there is no vaccine or cure for COVID-19.

2.1.1 How does it spread? • SARs-CoV-2 is thought to spread primarily in two ways. • The first is person-to-person through droplets from the mouth or nose that are produced when breathing, speaking, singing, coughing, sneezing, or laughing. The droplets can land in the mouth or nose of a nearby person or be inhaled into the lungs. Spread is more likely if the two people are closer than six feet to each other. • The second way is by contacting surfaces or objects that contain the virus and then touching the face, mouth, or nose. According to the CDC, this method of spread is thought to be less common than person-to-person.

2.1.2 What are the symptoms? • The disease may exacerbate underlying medical conditions (e.g., pulmonary or cardiac disease), lead to pneumonia, or occur as part of a co-infection with other viral or bacterial pathogens. The elderly and those with chronic medical conditions may be impacted more severely. • Individuals who are infected with SARs-CoV-2 may not exhibit symptoms of COVID-19 until up to 14 days after being exposed to the virus. It is thought that infected individuals who do not have symptoms can still spread the virus.

2.1.3 What actions prevent transmission? • The primary methods of preventing the spread of SARs-CoV-2 are staying at home, physical (social) distancing, face masks, hand hygiene, gloves, and surface disinfection. For more information, see the table on the following page. See Section 3, Environmental Hygiene, for additional information on cleaning and disinfecting.

Fever

Cough

Shortness of Breath

Muscle or Body Aches

Headache

Fatigue

Sore Throat

Runny Nose

Nausea or Vomiting

Diarrhea(CDC, 2020)

Symptoms

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ACTION KEY POINTSStay home if you have symptoms or have been exposed.Staying at home and avoiding contact with others is crucial to slowing the spread of COVID19.

• Stay at home and isolate yourself from others to the extent possible if you have symptoms of COVID-19.• If you have been exposed to someone with COVID-19, stay at home for 14 days after the exposure, check your temperature twice a day, and watch for symptoms of COVID-19.

Practice physical distancing.Maintain space between yourself and other people. According to the CDC, spreading the virus is more likely if two people are closer than 6 feet to each other.

• Stay at least 6 feet from other people, including when standing in line. Note: The recommended physical distancing metric may change with time and may vary depending on location.• Avoid all non-essential social interactions.• Protect yourself and others by wearing a mask in situations in which physical distancing is not possible.• Don’t allow physical distancing to take precedence over safe working conditions.

Wear face masks.According to the CDC, face masks have been shown to be effective in reducing the spread of COVID-19, especially in close environments. The CDC recommends wearing cloth or disposable face masks in public settings in which physical distancing is difficult to maintain.

• Before putting your face mask on, wash your hands and make sure the mask is clean.• Make sure your mouth and nose are fully covered and that the mask fits snugly against the sides of your face so there are no gaps.• Change your mask if it becomes unclean, after sneezing or coughing, and at the end of a work shift.• Be careful not to touch your eyes, nose, and mouth when removing your face mask.• Wash your hands immediately after taking it off.• Wash your cloth face mask after each use in the washing machine or by hand using a bleach solution and allow it to dry completely.

Practice good hand hygiene.Washing your hands with soap and water mechanically removes pathogens. If you don’t have access to soap and water, use an alcohol-based hand sanitizer. Using hand sanitizer inactivates SARS-CoV-2. Hand hygiene is the responsibility of all employees and guests.

• Wash your hands with soap and water for 20 seconds: • When your hands are visibly soiled. • Before eating. • Before putting on gloves. • Between changing gloves. • After using the restroom.• Be sure to dry your hands thoroughly.• If soap and water are not available, use an alcohol- based sanitizer with greater than 60% ethanol or 70% isopropanol.

Wear gloves.The CDC recommends wearing gloves only when cleaning and disinfecting surfaces and when caring for someone who is sick. Wearing gloves is otherwise not recommended because of the risk of spreading the virus if the gloves are contaminated.

• Wash your hands before putting gloves on.• Change your gloves if they are damaged or torn and after sneezing, coughing, or blowing your nose.• Wash your hands after taking off your gloves and before putting on new ones.

Clean and disinfect surfaces.Hard, non-porous surfaces can harbor SARS-CoV-2 for more than 3 days.Cleaning refers to the removal of the virus from surfaces; it does not kill the virus.Disinfecting refers to using chemicals that kill the virus on surfaces.

• Wear disposable gloves to clean and disinfect.• Clean surfaces using soap and water and then disinfect them using an EPA-approved disinfectant.• Disinfect high-use surfaces and objects frequently.• Wear disposable gloves to clean and disinfect.• Clean surfaces using soap and water and then disinfect them using an EPA-approved disinfectant.


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2.2 Procedures and Protocols Addressing a Suspected Case of COVID-19 2.2.1 Key Features • The Coronavirus (COVID-19) produces predominately respiratory symptoms. • Incubation from exposure to illness is thought to be up to 14 days. • Febrile respiratory illness ranging from mild cough and flu-like illness up to ARDS and multi-organ failure have been reported. • Transmission appears to be isolated to droplet from respiratory secretions. • COVID-19 appears to be easily transmissible.

2.2.2 Case Identification for Emergency Medics • Patients deemed at risk are to be identified within 14 days of exposure: • Close contact with a confirmed or probable case. • Persons who have recently traveled interstate or overseas. • Healthcare, aged or residential care workers with direct patient contact. • People who have lived in or traveled through a COVID-19 hotspot. • Clinical Features at Risk • Patient presenting with a viral-like illness especially with: • Fever (>100.4o) or history of fever. • Respiratory Symptoms (cough, shortness of breath, sore throat). • Other reported symptoms of COVID-19 include fatigue, loss of smell, loss of taste, runny nose, muscle pain, joint pain, diarrhea, nausea/vomiting, and loss of appetite. • Patients with the above features are considered “suspected coronavirus” until tested negative. A low threshold for referral to testing is required by medics. If you suspect it – get it tested!

2.2.3 Procedure • Patients presenting to medics and self-reporting a concern of COVID-19 or fitting the above criteria are to be managed as follows: • Patient is fitted with a surgical mask, isolated from the public, instructed to wash their hands. • Patient is to either: • Go directly to their own private vehicle and report to a health care facility immediately. If this is not available, then • Be transported by medical transport as a suspected coronavirus case.


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2.3 Where To Get More Information and Guidance • The Centers for Disease Control and Prevention (CDC). The CDC has an information hub that includes guidance on operating in a COVID-19 environment. It is recommended that venue managers familiarize themselves with CDC guidance and review the information regularly because it changes often. • Learn more about the helpful CDC guidance by clicking on these links: • People who need to take extra precautions. • People who are at higher risk for severe illness. • How to protect yourself and others. • COVID-19 symptoms. • What to do if you are sick. • The World Health Organization (WHO). The WHO has published a COVID-19 risk assessment and mitigation checklist for use by mass gathering organizations. • Specifically, it includes a tool for sports federations and event organizers. Mass Gathering Sports Addendum Risk Assessment tools in the context of COVID-19, which can be a helpful guide in mitigating risks. • Local Health Authorities. City and state health organizations offer additional guidelines and are updated regularly. ASM OKC monitors new regulations and updates policies when necessary.


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As the operator of over 300 venues worldwide, ASM Global has been able to draw on its extensive network of venues and experts to develop its VenueShield Hygiene and Sanitation protocols. These procedures meet or exceed the CDC’s Health guidelines and requirements.

The Environment Hygiene section includes best in class practices related to cleaning and disinfecting venues. ASM Global and AECOM, a leading infrastructure firm within the industry, have partnered together to create best in class cleaning and disinfected practices for ASM Global venues to implement in response to the COVID-19 pandemic. These practices have been customized by our local team to create specific cleaning and disinfecting operating practices for the Chesapeake Energy Arena. These customized standard operating practices (SOPs) are detailed below.

3.1 Environmental Hygiene Guidance • This guide summarizes the worker and venue environmental, health, and safety (EHS) regulatory requirements impacted by COVID-19 cleaning and disinfecting procedures, and references ASM OKC SOPs where appropriate. Protocols/SOPs that focus on specific spaces, surfaces, and material disinfection are referenced throughout. • Detailed information on environmental hygiene best practices and guidance is provided below and covers general cleaning and disinfection protocols for Chesapeake Energy Arena. In addition to space-specific protocols/SOPs, the Environmental Hygiene Plan document includes four standalone protocols/SOPs that provide guidance for unique circumstances: re-occupancy after being shuttered, re-occupancy after high-risk alternate use, disinfection procedures during special operations, and mechanical systems.

3.2 General Precautions • All workforce, contractors, and subcontractors entering Chesapeake Energy Arena should take general precautions and assume responsibility for their own safety by regularly washing hands, maintaining physical distance from others, and using appropriate personal protective equipment (PPE).


Handwashing facilities with soap will be readily accessible throughout the venue. All personnel are encouraged to wash their hands frequently for a minimum of 20 seconds using soap and water throughout their work shift.

Hand sanitizer dispensers will be highly visible at all entrances, restrooms, and key high-touch/high-contact areas.

Individuals will be advised to maintain a minimum 6-foot distance between each other. ASM OKC will continue to be aware of any local or state precautions required as it relates to physical distance and maximum venue capacity.

Handwashing Hand Sanitizer Physical Distancing

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• Some decontamination work may involve more than one person working close to another person; each case will be assessed as to risk before beginning the work activities. If a contractor is conducting work, the contractor should provide a physical plan to our ASM OKC staff. • HVAC Systems: HVAC systems will have adequate filtration to mitigate the spread of pathogens. Full-time occupant areas such as offices, locker rooms, hospitality areas, etc. will have MERV-13 rated filters. Part-time occupant areas such as arena seating bowl areas will have MERV-10 rated filters. Routine HVAC system maintenance programs are in place to ensure working systems with proper air flow and clean filters. Regular coil cleaning and UV-C coil treatments will take place to help produce clean air within the venues.

3.3 Personal Protective Equipment (PPE) • ASM OKC will ensure gloves, masks, and other PPE is readily available for staff. • The use of PPE will vary depending upon the operational group and their function within the venue. The table below outlines the requirements:

OPERATIONAL GROUP FACE MASK GLOVES GOGGLES

Clean Zone Cleaning

Clean Zone Access Staff

Temperature Checking

Catering Preparation

Catering Delivery

Medical Staff

General Event Staff

Venue Operational Management

Security Staff

Broadcast

Photographers

• For employees engaged in COVID-19 related activities, where COVID-19 symptoms are present in an individual or where possible exposure is high, the following is the minimum required PPE: • Disposable gloves • Safety glasses • Face masks • Chesapeake Energy Arena will follow all local ordinances and national guidelines regarding the use of face masks for employees, contractors, and visitors. Face masks should be worn to prevent transmission of droplets to the surrounding area.

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• Staff will wear an N95 face mask while cleaning or sanitizing. If an N95 mask is unavailable, staff will wear a minimum of a KN95 rated face mask. • Additional PPE may be required after a job hazard analysis or task risk assessment has been completed. • Provision of PPE and Training: ASM OKC will provide appropriate PPE to workers in accordance with OSHA’s and ASM Global’s PPE standards. All staff must receive training relative to appropriate use of the PPE. If the recommended PPE provided fails or is not used as designed, personnel should contact their immediate supervisor as soon as practical. Contractors are responsible for administering their own compliant PPE program.

3.4 Protocols / SOPs • All disposable supplies utilized for cleaning, disinfecting and sanitizing will be discarded in the appropriate manner. All supplies utilized for cleaning, disinfecting and sanitizing of biological fluids will be disposed of in the appropriate manner based on the OSHA 29 CFR 1910.1030 (g)(1)(i)(A) guidelines, the State of Oklahoma and Oklahoma City County Health Department Regulations. • Surfaces: All, especially high-touch, surfaces will be frequently disinfected to prevent virus transmission. • Training: Chesapeake Energy Arena employees who will be using cleaning and disinfecting SOPs will be trained in all applicable EHS programs. Contractors and vendors are responsible for training their employees. • Applicable ASM OKC procedures: Pertinent EHS policies and procedures must be adhered to during all routine and non-routine cleaning and disinfecting activities. • Standard Operating Procedures (SOPs) • The Environmental Hygiene Plan document includes detailed cleaning and disinfecting protocols related to specific circumstances that will take place at Chesapeake Energy Arena. • ASM Global’s VenueShield Program features state-of-the-art SOPs for environmental hygiene that are being implemented at Chesapeake Energy Arena.

Touchless Systems

Working toward, but not limited to:

Light Switches

Sinks

Urinals

Toilets

Soap Dispensers

Sanitizer Dispensers

Water Fountains

Doors

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CATEGORY TOPIC AREA / NAME

General

Reopening After Shutter

Reopening After High Risk Use

Special Disinfection Scenario Procedures Occurring During Normal Operations

Mechanical System

PPE

Disinfectants Selection and Use

Cleaning Procedures

Electronic Equipment

Category I:Public / Front of the House

Event Floor

Entry Lobbies

Public Circulation (Concourse)

Corridors

Vertical Circulation (Stairs, Elevators, Escalators)

Seating

Restrooms

Support Spaces

Support Spaces Mother’s Room, First Aid

Interior Finished Spaces (Lounges, Meeting Rooms, Suites)

Pre-Functional Space

Category II:Operations / Back of House

Security

Loading Dock

Trash and Compactor Areas

Custodial Areas

Laundry

Storage Areas

Maintenance Shops

Category III:Food Service and Merchandising

Concession Stands

Eating Areas

Kitchen

Pantry / Prep-Kitchens

Merchandising

Category IV:Administration Areas

Offices, Conference Rooms, Shared Offices

Mailroom and Package Delivery

Category V Mechanical Rooms and Component SOPs

Category VI:Arena

Media/Production Control Room

Locker Rooms

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3.4.1 Cleaning Processes • As part of our hygiene and sanitation regime, consideration for the following have been made in the implementation of procedures. • Updated procedures and staff training will address the cleaning challenges and expectations of today’s COVID-19 era. • Identification of high traffic areas and pathways of the venue to be targeted with increased sanitization procedures. This includes those areas and pathways designated by the venue as back of house where access will be restricted during designated times to specific operational groups. • These areas include, but are not limited to: • Dressing and Locker Rooms • Stage / Performance Area • Designated Walking Pathways • Backstage Parking Area • Medical and Other Operational Spaces • Catering • Weight Room • The use of products registered on EPA List N (approved for use against SARS-CoV-2) in an electrostatic sprayer is utilized by the cleaning staff. • Areas of closure or restricted access will be communicated to all staff and onsite persons. • Ensure all staff are aware of proper hand hygiene and place signage in appropriate areas displaying these procedures. • Electrostatic Disinfecting: Electrostatic disinfecting equipment will be utilized to further disinfect the venue. Electrostatic cleaning is a method designed to evenly disperse disinfectants onto surfaces and objects.

• Victory Sprayers’ patented technology provides an electrical charge to solutions, allowing them to wrap conductive surfaces with an effective and even coverage. Double-charged particles envelope all conductive surfaces–shadowed, vertical and underneath.

Victory Professional Cordless Electrostatic Backpack SprayerThis equipment is designed to allow the professional to cover up to 23,000 square feet on a single tank of fluid. In addition, it is designed to save time and labor, spray less liquid, and cover more surfaces.

Victory Professional Cordless Electrostatic Sprayer This equipment allows the user hours of spraying time without the hassle of dragging a cord. In addition, itis designed to save time and labor, spray less liquid, and cover more surfaces.

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3.4.2 Venue Zone Cleaning Under the current COVID-19 conditions, the venue will implement an Enhanced Environmental Clean Procedure. This will include: • Normal cleaning activities as per the venue schedule and standards with the addition of the following steps for disinfection. • The application of accelerated hydrogen peroxide-based disinfectant on surfaces utilizing an electrostatic sprayer along with product recommended application of accelerated hydrogen peroxide on high touch/high traffic points and areas. These areas include, but are not limited to: • This process will be repeated throughout the day at increased intervals to ensure a high-level of cleanliness.

3.4.3 Venue Cleaning – Public Spaces / Open Arena • Chesapeake Energy Arena Enhanced Environmental Cleaning will be followed in preparation of the venue returning to public access. A return to modified open venue conditions will see the enhanced sanitation programs being deployed and followed in concession stands, hospitality spaces, concourses, and restrooms on all levels. • This will see an increase in overall staffing levels to meet the enhanced sanitation principles being deployed. For high guest touch point locations, based on event need(s) these areas will be targeted at routine intervals. Teams will disinfect all surfaces covered in the below tables. The staffing levels will increase based on event need(s) to meet the higher demand for cleanliness and disinfection.

Touch Points

Include, but not limited to:

Door handles, latches, and push pads

Elevator buttons, both inside and out

Handrails

Pens and pencils at sign-in points

Swipe card access readers, finger scanners and

touch screens

Soap, hand sanitizer, and hand towel dispensers

Toilets including all seats, lids, flush buttons, and

cubicle door locks

Sinks and tapware

Fridge doors/handles in staff kitchens and break rooms.

Entrances

Laundry facilities

Bike rack or other barricades the public may touch

Reception desks and ticket counters

Telephones, point of sale terminals, and other keypads

Beverage stations and vending and ice machines

Trash receptacle touch points

Commonly used surfaces

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• Pre-event and post-event cleaning and disinfecting with electrostatic sprayers of all seating locations (floor, arena, and suites) will happen for every event. Seats that are contaminated prior to opening to the public will be cleaned and disinfected as needed. • Public Area Locations: • Restrooms

LOCATION ENHANCED ENVIRONMENTAL CLEANING PROCEDURE

FREQUENCY (ONE HOUR)

Handrails

Door Handles and Locks

Taps and Sink Areas

Hand Towel Dispensers

Toilet Paper Dispensers

Hand Sanitizer Dispensers

Mirrors

Waste Baskets

Pedestals

Urinals/Toilets

• Entrance Points: All entrances and guest travel paths will be captured under the Enhanced Environmental Cleaning initiatives in place at the arena.



Queueing Stanchions / Bike Racks

Ticket Scanners / Magnetometers

Bag Check Screening Areas

Guest Relations Desks /Fan Information Booths

Exterior Door Handles

Box Office Windows and Countertops

Box Office Door Handles

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• Concession Stands – Self-Serve and Belly Up



Queueing Stanchions

Counters and Partitions

Refrigeration

POS Terminals

Staff Access Points

Condiment Stations

Portable Bars and Food Locations

• Public Touch Points



Queueing Stanchions

Staircase Handrails

Escalator Handrails

Inner Bowl Handrails

Elevator Buttons

Medical Rooms

Events Rooms

Box Office

First Aid/Mother’s Room

Interactive Locations

Mobile Charging Stations

3.4.4 Back of House (BOH) Cleaning The same processes will be conducted within the BOH areas of the arena for event and training days. The following additional processes will be implemented within these zones. • All staff will wear an N95 face mask while cleaning or sanitizing any area within the BOH. If an N95 mask is unavailable, staff will wear a minimum of a KN95 rated face mask. • Areas will be cleaned according to event requirements at regular intervals on event or training days.

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• Clean Room Notification: Each door in the BOH area will have a placard to indicate whether the room has been cleaned and sanitized or not. This indicator will allow all clients to know their rooms have not been entered in since the cleaning and disinfection took place.

3.4.5 Overnight Cleaning (Post and Pre-Event Cleaning) • Overnight / Post-Event Cleaning: • Proper disinfection cannot occur without surfaces being cleaned and free of visual dirt and/or grime. All established processes will take place before disinfection. • Electrostatic sprayers will be used in all locations. • After the seating bowl is cleaned, a crew will follow behind with electrostatic sprayers to mist disinfectant over seats, Arm rests, cup holders and handrails. • Supervisors will follow behind for final inspection to ensure thoroughness. • Disinfecting Common Areas: • Concourses: • All tables, chairs, rails and stanchions will be addressed. • Clean and disinfect all interiors and exteriors of trash cans on a regular basis. • Floors: • Machine scrub all floors. • Disinfect all elevators, stairwells, and escalators. • Wipe and disinfect all handrails. • All stainless-steel surfaces are to be cleaned and disinfected with an approved solution. • Suites: • Vacuum and partial extraction of carpet areas. • Clean and disinfect high touch surfaces. • Wipe down all surfaces. • Arena Bowl: • Gather items, sweep, and mop all seating areas. • Wipe down and disinfect all handrails and cupholders. • Disinfection of the seating area using an electrostatic sprayer. • Playing Surface / Performance Area: • Clean and disinfect all set equipment on the arena floor.

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• Locker Rooms / Production / Hospitality / Weight Rooms / BOH Areas: • All floors to be swept and mopped with a disinfectant detergent solution. • All lockers, doors, counters, set equipment to be cleaned and disinfected. • All restrooms shall be thoroughly cleaned and sanitized, including all toilets, urinals, sinks, mirrors, counters, shower handles, shower heads, and towel racks.

3.4.6 Trash Room Cleaning Process • Cleaning and disinfecting the trash room area of the venue is an important step in mitigating the risk of contamination. After regular interval cleanings, the trash rooms will be disinfected with an electrostatic sprayer with proper EPA N-List approved disinfectants. • Touch points on the compactors will be disinfected with an electrostatic sprayer and an approved solution after each use and upon return from our waste management company to ensure safe conditions. No materials with visible biological contamination will be compacted, rather these will be disposed of via proper biohazard removal processes as directed by local and state health regulations. • Waste moving methods, such as dumpsters, toters, and bins, will be cleaned and disinfected on a regular basis.

3.4.7 Contractors • Contractors may be used to clean and disinfect specific areas where significant contamination has taken place. Contractors must meet ASM OKC safety criteria and be knowledgeable in cleaning and disinfection procedures. All contractors will provide a decontamination and disinfection plan before starting.

3.4.8 Third Party Verification

• As we continuously strive to provide an extremely high level of cleanliness and safety at our venues to our employees, guests, and clients, we are working toward becoming GBAC (Global Biorisk Advisory Council) certified facility. • GBAC trains workers to be Microbial Warriors™, arming cleaning professionals with the planning, knowledge and processes needed to respond to a biohazard crisis in the workplace.

GBAC is an independent third-party verification system to make sure that Chesapeake Energy Arena’s cleaning protocols meet the highest standards.

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The information in this guide will be used to help navigate through changes that are needed for the various functions that take place both inside and outside Chesapeake Energy Arena. Included in this section are best practices regarding guest arrival and departure, ticketing, and ADA accommodations, along with how to operate both front of house and back of house spaces.

4.1 Venue Policy Changes 4.1.1 PPE • Face Masks and Shields • Staff will be required to wear face masks. • Staff will have clear face shields or clear face masks available if needed. • Guests will be required to wear face masks for all events per City ordinance. • All face masks should: • Fully cover the nose and mouth. • Fit correctly and not be loose around the sides. • Be secured to the guest’s face and allow for guest to remain hands free. • Gloves • Gloves will be available to any staff that would like to wear them. • Staff will change gloves after contact with guests. • Guest will be permitted to wear gloves, if they wish.

4.1.2 Hand Sanitizer • Guests will be allowed to bring a small (3 oz or less) personal container of hand sanitizer to the venue. • ASM OKC will provide hand sanitizer stations throughout the facility. • Exterior Placement • When the product is available, hand sanitizer will be placed outside of each entrance for guests to use prior to entering the facility, as well as inside to sanitize after passing through security. • Hand washing stations are an acceptable alternative to place at entrances. These will be used during a hand sanitizer shortage. • Interior Placement • Hand sanitizer will be placed throughout the building, based on availability. • Locations should include the following: • Each level of stairs, escalators, etc. • Each elevator. • Near concessions stands. • Each restroom. • Each entrance to the building. • Throughout the building in high traffic areas.

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4.1.3 Physical Distancing • All guests should maintain a 6-foot distance between themselves and other individuals. • Any stoppage in play or activity on the court or stage presents the same physical distancing challenges as entry and departure, with the distinction that some guests will remain seated. When possible, encourage guests to stay in their seat. Certain specific attributes of intermission/ half time will require the following plans: • Guests will be discouraged, via signage or audio messaging, from congregating inside and outside restrooms or near lobby concession stands. • Intermission/half time may need to be longer than before to allow time for socially distanced guest movement, queuing, and getting in and out of their row while others remain seated; any planned increases will be reviewed in light of union requirements and the impact of any potential overtime penalties.

4.2 Guest Arrival • Guests may arrive by personal vehicles, public transport, or by foot. The use of public transportation versus personal vehicle will vary from event to event. Furthermore, trends related to the proportion of guests using public versus private transportation can be expected to change through time depending on the course of the COVID-19 pandemic.

4.2.1 Parking • ASM OKC and OKC Thunder do not manage parking at any of the surrounding lots. These are managed by Reef Parking, American Parking, hotels, and other parking companies. We do have positive relationships with these groups and will work with them to provide a safe environment for our guests.

4.2.2 Guest Flow • ASM OKC will work to estimate the time needed for guests to enter the venue under the new procedures. When reopening Chesapeake Energy Arena, ASM OKC will be conservative on estimates and then monitor the guest flow, resolve problem areas, and adjust venue protocols and procedures as needed. To estimate resources needed relative to entrance to the venue, the following procedures will be used:


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• Calculate the average number of guest screenings possible in one 15-minute interval. • Count the number of event entrance points with screening capabilities. • Multiply the number of guests that can be screened in 15 minutes by the number of event entrances. • Account for anticipated number of late arriving guests. • Using the resulting information relative to the anticipated number of guests for the event and the pace at which they traditionally arrive, measures will be evaluated for what is needed to reduce crowding. • Chesapeake Energy Arena currently has standard doors at all entrances. Select doors will be propped open during entry and exit of patrons to limit touch points throughout the entrances, weather permitting. • Housekeeping will be visible at entrances to generate guest confidence. • In order to maintain physical distancing at entrances, the number of lines will be reduced to maintain six feet between guests entering the facility. Markers will be used on the ground to encourage physical distancing.

4.2.3 Entry Queues • The entry gate path of travel into the venue will be clearly marked for guests to maintain adequate distance between individuals or groups while being mindful of existing fire exits and egress routes to ensure that they remain clear. Best practices will include:

6 FEET

6 FEET

ENTRY

6 FEET

6 FEET

ENTRY


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• Use of rope and stanchions, fencing, or metal barricades depending on the size of the anticipated crowd. • Provision of adequate staffing deployed at gate entrances to provide information to guests about anticipated wait time and ingress procedures. • Use of wayfinding and information signage to alert guests of venue terms of entry, prohibited items, and PPE that is required or permitted. • Provision of all messaging in multiple languages, in consideration of local community needs.

4.2.4 Staged Entry • Depending on the event, door times will be extended to provide guests additional time to enter the facility. • Ingress times will be staggered to eliminate mass entrance into the facility. Patrons will be asked to enter the entrance closest to their seating section. This system will be coordinated between the event organizer and ticket operations. • Thunder STMs will be given designated gates to enter/exit the facility. • Noise levels near the entrance will be at a minimum to allow guests and staff to communicate without yelling or leaning in too close. • While not publicized, management of arrival times and entrance locations will be flexible and entry will not be denied if the patron enters at the wrong time and/or gate.

4.2.5 COVID-19 Screening • Health Screening • A prescreening questionnaire with safety guidelines will be posted online for guests in advance of attending events. • Protocols for Management • Any symptomatic guests within the building will be taken to First Aid on the ground floor and separated by curtain partitions.

4.2.6 Security Checks • Magnetometer Operation • Garrett Metal Detectors will detect a denser metal to recognize weapons, without triggering an alarm for keys and small items. This is beneficial for security to minimize contact between guests and staff. • The number of mags will be reduced to help spread out staff and guests to adhere to physical distancing guidelines.


PLEASE REMOVE

ALL LARGE METAL ITEMS FROM YOUR POCKETS

LARGE BELT BUCKLES

ALL GUESTS ENTERING ARE SUBJECT TO METAL DETECTION

SCREENING

22

• All staff working the magnetometers will wear face masks and gloves. Face shields/clear face masks will be available to any staff positioned with closer guest contact that requires audible and clear communication. • Staff will use the yo-yo method of going back and forth through the magnetometer until they no longer cause an alarm. • Handheld Metal Detectors • Handheld metal detectors (sometimes referred to as “wands” or “wanding”) will be used for secondary screenings if necessary. Their use requires the security worker to be closer than 6 feet from the guest, so they are less optimal from a transmission perspective. The following practices will be put in place for this process: • Security staff will wear face masks and gloves and ensure the device does not come into contact with the guest. • Handheld metal detectors will be disinfected on a regular basis. • Pat-Downs • Pat-downs will be used as a last resort if no other options are available. The following practices will be put in place: • Security staff using handheld metal detectors will wear face masks and gloves and have access to hand washing and/or hand sanitizer. • Staff will change gloves after contact with guests.

4.2.7 Bag Checks • The venue bag policy allows for a maximum bag size of 14” x 14” x 6”. • All bags will be searched by security, which will include x-ray technology. • Guests will be asked to open their own bag for a better visual and remove the need for staff to handle personal belongings. • If bags must be handled by staff, the following hygiene protocols will be in place: • Staff required to screen bags will wear face masks and gloves and have access to hand washing and/or hand sanitizer. • All touch points will be wiped or sprayed with sanitizer. • Disinfectant wipes will be provided for guests who wish to use them immediately after the screening. • Wands will be used minimally to limit cross contamination of bags. • Staff and guests will adhere to physical distancing guidelines as best as possible.

4.2.8 Ticket Scanning Protocol • Paper tickets will be phased out, allowing for an emphasis on mobile ticketing delivery. • Ticketing kiosks will be provided to allow guests to scan their own tickets. • If paper tickets and handheld ticket scanners are still necessary, staff will be encouraged not to handle a guest’s phone or ticket to scan.


Bag Size Policy

MAXIMUM SIZE14”

6”

14”

23

4.2.9 Terms and Conditions of Entry into Venue • In addition to ASM Global policies and our venue-specific policies as outlined above, ASM OKC will review and revise conditions for entry to ensure all COVID-19 protocols are adequately covered. Conditions will be updated on all platforms including venue signage, ticket sale sites, and venue websites to provide a further communication tool for guests. • Protocols include conditions for the following scenarios: • Guests fail the health and temperature screening at the event entrance and are denied entrance. • Guests refuse to adhere to the specified terms and conditions of entrance (such as wearing a face mask). • Guests unable to wear a face mask for medical reasons.

4.3 Box Office Operations 4.3.1 Box Office Protocol • The box office will close every other line and limit the number of guests per line to allow for physical distancing. Lanes not used for entrance lines will be used to create exit lanes. Additional guests will wait outside the box office until a staff member allows them to enter. • Hand Sanitizer will be available at every open window. • Signage will be located throughout the box office with protocol for queuing, physical distancing, etc. • The box office windows that are used during the event will have additional cleaning from housekeeping. Box office staff will have cleaning equipment to maintain sanitization when housekeeping is not available. • Box office staff members will need to wear gloves and change them when necessary (such as after handling guest-provided items). • The box office will move towards cashless methods of payment. • The box office will have new credit card devices that will allow guests to use credit cards or mobile payments without exchanging credit cards with box office staff.


6 FEET

6 FEET

6 FEET

6 FEET

ENTRY

ENTRY

EXIT

24

TICKET SCANNING AND TURNSTILE USE CONSIDERATIONS AND BEST PRACTICES

Fixed turnstiles with barcode scanning system.

• Using turnstiles with barcode scanning systems eliminates the need for manual handling of tickets.

• Signage posted at the turnstiles will request that guests avoid touching the turnstiles as they validate their ticket and enter.

Touchless mobile scanners.

• Fixed turnstile scanners with touchless mobile scanners will reduce congestion at entry points.

Staff using ticket scanners.

• Ticket-takers will wear PPE in the case that staff needs to scan digital tickets.

• Staff directly involved in scanning tickets should refer to the Worker Safety and Environmental Hygiene component documents for additional information on preventing the transmission of COVID-19 and protecting themselves.

4.3.2 Mobile Ticketing Protocol • When possible, mobile tickets will be issued for events in order to minimize the need for personal interaction and the manual handling of tickets. We will work with Ticketmaster to adopt the following policies for issuing mobile tickets through online sales channels. Mobile ticketing allows: • The ability to seamlessly and securely share tickets. • The ability to identify all ticket holders. • The ability to store tickets in a digital wallet. • The ability to update and control ticket content in real time as well as push notifications for the latest information to guests. • Ticket Terms and Conditions • The terms and conditions will be updated to ensure all adult ticket holders agree they will not attend an event if they are showing any signs of illness. As a further acknowledgment, the purchaser will also be required to acknowledge this particular condition of sale prior to completing the purchasing process.

4.4 Public Circulation Within Venue 4.4.1 Exterior Activation Areas • Any promotional or activation programs outside of the arena will be minimized to prevent gathering of crowds and to reduce touch points for guests and staff. • Activations will be static in nature and not encourage public participation. • Any sponsor or giveaways will need to be approved by ASM OKC in advance to ensure proper safety protocols are met. • COVID-19 safe signage will be strategically placed outside of the venue to encourage physical distancing and remind guests of precautionary measures.


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4.4.2 Tailgating • Tailgating is uncommon for events with ASM OKC and OKC Thunder. If an event involving tailgating occurs, we will work with the parking companies to come up with a plan that would follow CDC guidelines. • Thunder Alley Activation: • Interactive activations will need to be approved by ASM OKC in advance to ensure proper safety prtocols are met. • Multiple hand sanitizer stations will be placed throughout Thunder Alley. • There will be an increased visibility of medic presence. • Beer Garden: All recommendations by Food and Beverage department will be adhered to for outside food and beverage activations. • There will be regular announcements about physical distancing/safety practices throughout the event.

4.4.3 Sponsors • All partners and vendors (indoors and outdoors) will be given a list of updated protocols that spell out any new safety measures they will be required to follow in order to comply at Chesapeake Energy Arena events. These protocols will match all standards we establish for all activations, including Thunder games.

4.4.4 Pre-Event Entertainment • Additional entertainment will be provided to accommodate and encourage earlier arrival and staggered entry. • Noise levels of activations near entries will be minimized to relieve the need for yelling or leaning in too close while communicating. • All pre-game entertainment will be modified to fit standard practices once games commence. Entertainment is prepared to eliminate on-court pre-game entertainment, and any other protocols that may be implemented.

4.4.5 Common Areas and Concourses • All common areas and concourses will have signage as appropriate to encourage physical distancing. This includes messaging through digital platforms, floor decals, wall decals, stanchion toppers, etc. • Stanchions will be used to create barriers for lines and other spaces, especially for concession stands, merch locations, activations, etc.


HEALTH AND SAFETY REMINDERS

FOR YOUR SAFETY AND THE SAFETY OF OTHER GUESTS AND STAFF

STAY HOME IF YOU

ARE SICK

WEAR A FACE MASK

KEEP 6 FEET DISTANCE FROM

OTHERS

WASH YOUR HANDS

FREQUENTLY

USE HAND SANITIZER

AVOID TOUCHING EYES

AND FACE

26

• Physical distancing signage will be used in areas, such as vomitoriums (vom), to help staff with physical distancing at entry points. • Guests will be required to enter the vom closest to their seat location. To assist with physical distancing, only those with tickets for that area will be allowed to enter. • Signage will be placed to direct where guests/staff will not stand, such as around ADA sections. • All vom curtains will have a white stripe added along the middle edges to let guests know where the opening of the curtain is located. When possible, curtains will remain open during events to limit the touch point. • Ushers will instruct guests to maintain physical distancing in route to their seat.

4.4.6 Public Restroom Access • Public restrooms will limit the number of available toilets and handwashing locations. • Housekeeping will be available to regularly clean the area and help monitor physical distancing. • If the restroom has more than one entrance, they will be labeled with separate entry and exit doors/openings. • Cleaning data sheets with a log of the time the restroom was last cleaned will be placed to generate consumer confidence.

4.4.7 Accessible Toilets and Baby Changing Stations • These facilities will be maintained by an attendant at regular intervals after the doors are open to sanitize all touch points.

4.4.8 Thunder Shop & Merchandise Stands • Limit the number of guests in the store at a time. The main store will be limited to 10 people. • Physically distant queuing will be implemented outside the merchandise area for guests waiting to enter the space. • There will be one way in and one way out of each store during events. The team store open during the week only has one entrance/exit. • A staff member will be assigned to monitor the capacity restrictions and encourage physical distancing.


Signage will be placed inside the restroom to highlight physical distancing.

Signage for proper handwashing will be placed inside the restroom.

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• Product was pulled from the floor to help with physical distancing. • Guests can use the Thunder online platform or app to purchase items to pick up in the arena. • Distance between merchandise vendors will be increased to encourage physical distancing. • Each external merchandise outlet will have its own queueing system, physical distancing markers, and hand sanitizer stations. This is to include all merch locations set up for non-Thunder events. • Cashless or touchless pay systems will be implemented.

4.4.9 Passenger Elevators • Signage will be placed in all elevators and at all entrances into the elevators to illustrate physical distancing guidelines, capacity limits, respiratory etiquette, hand hygiene, priority for accessible use, and recommended face mask use. • Staff members will be stationed at all elevator landings to monitor physical distancing, access, and destinations. They will call the elevator to limit the number of guests/staff touching elevator buttons. Staff will have proper PPE and access to cleaning supplies. • Staff and signage will be in place to promote alternative routes to limit the amount of guests utilizing elevators. • The number of passengers accessing elevators will be limited to a maximum of two unknown persons or a group of six associated persons. • Prioritized elevator usage will be considered for accessible guests and employees. • Provide physical distancing queuing, with stanchions and floor decals, at each elevator. • Provide hand sanitizer at each elevator lobby adjacent to the call button. • Hand sanitizer will be installed inside each elevator.

4.4.10 Freight Elevators • Freight elevators are the primary transportation for all arena staff, freeing up passenger elevators for guests. • Freight elevators are dedicated to staff use only, except in emergencies. • Signage will be placed in all elevators and at all entrances into the elevators to illustrate physical distancing guidelines, capacity limits, respiratory etiquette, hand hygiene, priority for accessible use, and recommended face mask use.


ELEVATOR ETIQUETTEFOR YOUR SAFETY AND THE SAFETY OF

OTHER GUESTS AND STAFF

LIMIT NUMBER OF OCCUPANTS TO

TWO UNKNOWN PERSONS OR

A GROUP OF SIX ASSOCIATED

PERSONS

STAND NEAR THE FOUR

CORNERS AND AWAY FROM

OTHER OCCUPANTS

WEAR A FACE MASK WHEN

WASH YOUR HANDS

FREQUENTLY

USE HAND SANITIZER

AVOID TOUCHING EYES

AND FACE

28

• A staff member will be stationed outside the elevator to help monitor physical distancing and eliminate the need for guests to touch the elevator buttons. The employee is required to wear proper PPE and have access to cleaning supplies. All buttons should be cleaned any time there is a change in staff. • The number of passengers accessing elevators will be limited to a maximum of four unknown persons or a group of six associated persons. • Hand sanitizer will be installed inside each elevator.

4.4.11 Escalators • When possible, staff will be posted at the top and bottom of each escalator to control access. • Post signage advising guests to maintain four-steps between riders. • If available, provide hand sanitizer at the top and bottom of each escalator. • Housekeeping will be sanitizing escalators throughout an event, with special attention to the handrails.

4.4.12 Wristband Distribution • Wristbands will be eliminated in all possible circumstances. • In areas where guests are ticketed, handheld scanning will be implemented. Each area will be coordinated with the Box Office. • In areas where wristbands are still necessary, staff will no longer wristband the guest, they will give the wristband to the guest and the guest must put it on themselves or help their party with the wristbands. The employee will not leave that guest or vice versa until the employee has a visual confirmation that the wristband has been properly secured to the guest.

4.4.13 Drinking Fountains • All water fountains will be turned off. • Food & Beverage will continue to provide complimentary water at designated concession stands in a 12-ounce, single-use paper cup with a lid. • Messaging will be provided to direct patrons to the nearest concession stand for a complimentary cup of water.

4.4.14 Physical Distance Queuing – Concessions • Chesapeake Energy Arena will follow CDC guidelines in terms of physical distancing. • Concessions will have entry and exit lines, if room allows. • Concession lines will have floor decals to promote physical distancing. Additional stanchions and other barriers will be used at concession lines.


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4.4.15 Sponsor/Event Activation Areas • All activations will need to follow CDC guidelines and building policies. • In the short term, eliminate activations that are interactive. This includes, but is not limited to, caricature, spirit station, and face painting. Activation protocols will be updated as new health and safety guidelines are available. • Designated Driver Program: Change to a mobile signup to eliminate the touch point. • Sponsor/Thunder Activations: ASM OKC and Thunder will work with sponsors to create pre-approved activations that ensure proper safety protocols are met. Additional cleaning will be required in this area by activation staff. • Photo Opportunities: To further reduce touchpoints, staff will no longer hold guest phones. Additional options for photo opportunities will be provided as appropriate, which include digital options for reduction of touchpoints. • Props that involve contact will be temporarily removed. • Activation staff will provide additional cleaning throughout the event. • Line systems will adhere to physical distancing guidelines. • Guests can utilize social media / Thunder app for activations. • Kids Zone will have a pre-approved plan to ensure proper safety protocols are met, including the following changes: • A sign-up system will be present allowing guests to book a time and be able to receive messaging when it is their turn. • Only allow a pre-determined number of guests. • Hand sanitizer and wipes will be available throughout the Kids Zone area. • Floor decals will be utilized to encourage physical distancing. • Additional cleaning will take place throughout the space by Thunder and housekeeping staff. • Thunder staff will be stationed throughout the space to help with physical distancing and cleaning after use.

4.4.16 Signage and Wayfinding • A comprehensive plan for signage will be made to give a unified look throughout the building.


Staff working activation areas must wear the same PPE as ASM OKC and Thunder staff.

PPE

Activations will be required to follow sanitization guidelines set by the arena.

Cleaning

30

• Signage will include updated information on policies such as, but not limited to: • Bag policies. • Safety protocols. • Health safety recommendations. • Physical distancing guidelines. • Enter/Exit locations.

4.4.17 Communication Efforts • Messaging includes, but is not limited to, communicating: • New protocols and guidelines. • Health safety recommendations. • Mobile ticket information. • Updated wayfinding information. • Employee Communication Focus Areas: • Updated event protocols. • Health and safety guidelines and protocols.

4.4.18 Designated Smoking Areas • Per city ordinance, smoking areas are not allowed on Chesapeake Energy Arena property.

4.4.19 Broadcast and Media • Broadcast and media members will follow the same policies for entry/exit, face masks, etc. as all employees and guests. ASM OKC and Thunder marketing teams will communicate and update plans as necessary. • Additional space may be needed to adhere to all physical distancing guidelines. Access will be restricted to limit capacity.

4.4.20 TV Broadcast • TV broadcast members will follow the same policies for entry/exit, face masks, etc. for all employees and guests. ASM OKC and Thunder marketing teams will communicate and update plans as necessary. • Due to close proximity for TV broadcast truck personnel we will work with the broadcast to make sure they have the necessary space to still practice physical distancing. Access will be restricted to limit capacity.

4.4.21 Radio Broadcast • Radio broadcast members will follow the same policies for entry/exit, face masks, etc. for all employees and guests. ASM OKC and Thunder marketing teams will communicate and update plans as necessary. • Due to close proximity for radio broadcast personnel we will work with the radio company to make sure they have the necessary space to still practice physical distancing. Access will be restricted to limit capacity.


31

4.4.22 Print Media • Print media members will follow all policies for entry/exit, face masks, etc. for all employees and guests. ASM OKC and Thunder marketing teams will communicate and update plans as necessary. • Print media may be reduced or more space given to be able to provide proper physical distancing for the group. Access will be restricted to limit capacity.

4.4.23 Press Conference Room • The Press Conference Room will see a reduction in seating due to physical distancing requirements and offer updated viertual mdeia opportunities. A staff member will be at the door to limit the number of guests into the room at any one time. Thunder Basketball Operations will provide guidance on room set up and requirements when games resume.

4.5 ADA Accommodations • ASM OKC will ensure continued accessibility with reduced points of ingress and egress. Each entrance will have a door marked for ADA guests. • Staff at ADA entrances will be provided a limited number of face shields/clear masks to speak to guests who need to read lips, extra gloves to pat down guests who are not able to go through a metal detector, etc. • If events require temporarily reduced capacity, ASM OKC will still offer enough accessible seating, including companion seats, to comply with disability laws. • Long entry queues may be especially difficult for guests whose disability makes them unable to wait in a long line; ASM OKC will provide expedited access procedures for these guests. • A pickup and drop off system inside the building will be available for guests in wheelchairs. We will utilize the same individual assisting the guest for this process. A card will be given to the guest with a pickup time filled in as well as the individual assisting them. • Disability accommodations will be covered in staff training to ensure all staff members understand how new operating procedures may affect disability accommodations.

4.6 Guest Departure 4.6.1 Staged Exit and Departure Scenarios • Egress will follow all physical distancing guidelines. • Guests will exit their section to the left to give each section their own down aisle.


Changes in procedures and protocols may have unintended consequences for those with disabilities. ASM OKC will continue to remain compliant with applicable laws and provide reasonably accessible events for all guests.

32

• Depending on the event, sections will be dismissed separately to minimize overcrowding at exits. • Staff will remain stationed to remind guests of physical distancing as they leave the building. • Stairwell doors will be propped open and staffed near the end of the event to invite additional routes for egress and to spread the population. • Specific arena doors will be propped open to encourage guests to use certain doors. • When guests are required to enter through a certain entrance, they will be encouraged to use the same for their exit. • Messaging and prompts will advise guests on how to exit the building.

4.6.2 Emergency Exit Plans • Even during physical distancing, staff and guest should adhere to ASM OKC Emergency Exit Plans. • There may be emergencies that do not allow for spacing. Physical distancing will be a secondary consideration during an emergency with a clear and imminent danger requiring emergency evacuation.

4.7 Seating Configuration and Manifest 4.7.1 Venue Capacity and Seating Configuration • Chesapeake Energy Arena, OKC Thunder, and event organizers will follow local government guidance on what is acceptable for seating, as well as other industry standards.

4.7.2 Premium Seating • Chesapeake Energy Arena box office and OKC Thunder ticketing will work together to decide the correct capacity for each premium seating area based on physical distancing guidelines. • Doors will be left open to limit the amount of people needing to touch the handles. • All multi-use items in the suite areas should be eliminated.

4.7.3 Club Level Casual Seating • Club level seating will need to adhere to physical distancing guidelines as other areas in the facility. • Furniture located in common areas will be eliminated throughout the club level. • Dining areas, including terrace suite areas, will reduce capacity to adhere to


Open Seat

Sample seating configuration.Specific configurations to change based on event.

SAM

PLE

33

physical distancing.

4.8 Back of House (BOH) Spaces and Procedures 4.8.1 BOH Parking • Parking policies will be reviewed to limit the number of people allowed to park in the area. • Parking attendants will wear appropriate PPE.

4.8.2 Tour Arrival, Backstage Security Door Entry, Load-In, and Practices for Healthy Workers • Temperature Checks • All personnel associated with the event, including but not limited to venue staff, stagehands, runners, backstage security and all touring personnel will have their temperature taken at the security entrance upon arrival to the arena. If a person has a temperature at or greater than 100.4 degrees, they will not be permitted to enter the arena or remain on the property. • Health Questionnaires • All personnel associated with the event will be asked a series of questions prior to entering the arena, including such topics as recent travel history, COVID-19 symptoms and proximity or contact with persons known to have been infected or showing symptoms of COVID-19. • Physical Distancing • Whenever possible, workers will leave at least six feet of distance between themselves and the person closest to them. Where a task cannot be accomplished working alone, workers can limit their exposure by forming a “work team” in which the same group(s) of people routinely work together and keep their distance from everyone else. • Personal Protective Equipment (PPE) • All venue personnel and third-party personnel will be required to wear a face mask. If the personnel do not have a face mask, one will be provided to them. The venue will require all touring personnel wear cloth or paper face mask. • Stagehands and working crew should wear gloves when handling equipment and cargo to prevent surface contamination. • Hand sanitizer stations will be placed throughout the BOH.


EMPLOYEE HEALTHQUESTIONNAIRE

ARE YOU EXPERIENCING ANY OF THESE SYMPTOMS?

None of the BELOW (CHECK ALL THAT APPLY)

Fever (>100.4o F), chills, or sweating Difficulty breathing Cough Sudden loss of taste and/or smell Sort throat Aching throughout the body Vomiting or diarrhea

ARE YOU TAKING MEDICATION FOR THE ABOVE SYMPTOMS?

Yes No

IS SOMEONE YOU LIVE WITH EXPERIENCING ANY OF THESE SYMPTOMS?



IS SOMEONE YOU HAVE COME IN CONTACT WITH AT WORK EXPERIENCING ANY OF THESE SYMPTOMS?



IN THE LAST 14 DAYS, HAVE YOU TRAVELED OUTSIDE YOUR NORMAL DAILY ROUTINE?

Yes No

IN THE LAST 14 DAYS, WHAT IS YOUR EXPOSURE TO OTHERS WHO ARE KNOWN TO HAVE COVID-19?

I live with someone who has COVID-19. I’ve had close contact with someone

who has COVID-19. I’ve been near someone who has

COVID-19. I’ve not had exposure.

PRINTED NAME SIGNATURE DATE

If any of these answers change over the course of the next week I recognize I need to notify my manager immediately.

34

• Signage • Signage will be added to all entry points, reinforcing house policies. • Floor markings will be installed at entrances, identifying safe distancing measures. • Cleaning/Disinfecting • Touch points at entrances will be regularly disinfected. • Backstage areas will be regularly sanitized.

4.8.2 Back of House (BOH) Spaces and Rooms • Prior to load-in, all BOH offices, dressing rooms, green rooms, catering rooms and production offices, including surface areas and high-touch objects, will be cleaned and disinfected using products recommended and approved by the applicable health authority. Additional cleaning of these or specific spaces can be scheduled throughout the day in advance, at the request of the tour. • Runners will have access to disinfectant to clean their vehicles, if necessary. • The presence of venue and third-party staff in BOH locations that are not essential to each worker’s task will be restricted.

4.8.3 Break Rooms and Common Areas • Cleaning/Disinfecting • Touch points, tables, etc. will be regularly disinfected. • Restrooms will be disinfected before and after breaks. • Catering • In all BOH dining areas, a minimum six feet of distance between dining tables will be enforced. • Local crew and staff dining areas will be separated from touring personnel dining areas. • Mealtimes will be staggered to ensure minimal dining room occupancy at any given time throughout the event day.

4.8.4 Dressing Rooms • General Health and Safety • Disinfectant wipes/sanitizer will be available at entry and bathrooms. • Dressing rooms will be cleaned and disinfected daily. • Safe disposal receptacles for used PPE will be provided.

4.8.5 Backstage Restrooms • Every other stall/sink will be temporarily closed to promote physical distancing. • Touch points will be cleaned/disinfected on a regular basis. • Restrooms will be cleaned/disinfected at regular intervals.


• ASM OKC will develop employee health tracking systems and encourage staff to report any symptoms.• All personnel will stay in their working groups to adhere to physical distancing guidelines.

General Health & Safety

35

4.8.6 Touring Company Production Offices • General Health and Safety • Disinfectant wipes/sanitizer will be provided. • Tour rooms and production offices will be cleaned/disinfected daily and upon request.

4.8.7 Loading Dock • PPE • If the personnel do not have a face mask, one will be provided to them. Hand sanitizer stations will be placed in various locations near and around the loading dock. • Drivers must wear appropriate PPE. • Physical Distancing • Where a task cannot be accomplished working alone, workers can limit their exposure by forming a “work team” in which the same group(s) of people routinely work together and keep their distance from everyone else. • Vehicle unloading will be staggered to enforce physical distancing.

4.8.8 On Stage • Stagehands and non-performing staff must wear appropriate PPE. • Physical distancing will be enforced whenever possible. • The number of personnel allowed on stage will be reduced whenever possible during load-in, run, and load-out. • All high-risk equipment should be disinfected after each use (radios, headsets, microphones, costumes, safety equipment, props). • Staff should routinely take hand-washing breaks and or use hand sanitizing stations. • Touch points will be cleaned/disinfected at regular intervals. • The stage will be cleaned/disinfected daily.

4.8.9 Load-out and Post-Event • Apart from temperature checks and health questionnaires, the same physical distancing and worker guidelines applicable to venue arrival and load-in will be adhered to for load-out. • All BOH spaces and rooms will be thoroughly cleaned and sanitized at the conclusion of load-out.


All venue personnel and third-party personnel will be required to wear a face mask.

Whenever possible, workers will leave at least six feet of distance between themselves and the person closest to them.

36


Chesapeake Energy Arena will follow the best practices and guidelines used by venue managers while analyzing and adjusting food and beverage service protocols, procedures, and operations to protect the health and safety of employees and guests. The information in this guide builds on the guidelines published by the leading health organizations and medical advisors throughout the world for food and beverage services within public buildings.

5.1 Health and Safety Consideration Providing safe food and beverage products and delivery methods has always been a critical part of venue operations, but this process will become an even more critical aspect of operations as Chesapeake Energy Arena reopens.

5.1.1 Food packaging • COVID-19 is not known to be transmitted by exposure to food or food packaging.

5.1.2 Handwashing • Regular and thorough handwashing with soap is a vital step in combating the spread of COVID-19. In addition to normal handwashing required in food service safety, all employees working in food preparation, production, or a food service area will follow enhanced hand hygiene procedures to reduce the possibility of virus transmission. Protocols for handwashing are: • Wash hands every 15-20 minutes during food service activity. • Wash hands before: • Putting on disposable gloves and in between glove changes. • Preparing food. • Handling clean dishes, utensils, or glassware. • Wash hands after: • Touching raw food. • Handling food waste. • Cleaning prep areas or counter spaces. • Touching any item that others may have touched, such as the top of a trash bin. • Being in a public space. • Blowing their nose, coughing, or sneezing. • Dry hands with a disposable towel.

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5.1.3 Face Masks • All food and beverage service staff will wear a face mask while at the venue.

5.1.4 Glove Use • Following current practices, single-use gloves will be worn by food service employees to offer additional protection during food preparation. • Gloves will be disposed of and replaced more often during the COVID-19 pandemic than before. Gloves will also be replaced under these circumstances: • If gloves are damaged or torn. • After employee sneezes, coughs, or blows nose. • After 15-20 minutes of food service activity. • After washing hands.

5.1.5 Physical Distancing in Food Preparation Areas • All food and beverage workstations will be evaluated and adjusted where possible to maintain physical distancing between employees. The following are best practices that will help maintain physical distancing within food and beverage workspaces: • Workstations and tasks will be assigned to a single individual as much as possible. • Access to walk-in pantries, refrigerators, freezers, and other high-touch kitchen areas and items will be minimized. • Breaks and staff mealtimes will be staggered to reduce congestion and interaction between employees.

5.2 Food and Beverage Delivery Methods • To protect both the workforce and guests, food and beverage sales and delivery protocols are being evaluated carefully by Chesapeake Energy Arena. Protocols will be adjusted to allow for physical distancing measures and for enhanced environmental hygiene. Some general best practices include: • Clear partitions will be installed at permanent and portable points of sale. • Pre-packaged food and beverage products will be offered. • “Grab & Go” style offerings will be provided. • Chesapeake Energy Arena will go cashless. Cashless or touchless pay systems will be implemented with the addition of new hardware that will provide for mobile payments from Apple Pay and Google Wallet. • Proper PPE for all food service workers including face masks and gloves, will be required. • Concession stands will provide pre-portioned, sealed condiments and cutlery kits to mitigate contact.


38

5.3 Concessions Delivery Methods • A variety of functions have been reimagined to follow health and safety guidelines, from Point of Sales locations to how venues provide condiments. When reviewing operations procedures, ASM OKC has implemented best practices for concessions services in accordance with CDC and Health department guidelines.

5.4 Best Practices for General Concessions 5.4.1 Order Fulfillment • Food and beverages will be placed on the counter or similar surface rather than handing purchases directly to the guest. • Pre-packaged cutlery, napkins, and individual condiment packs will be provided, where needed. • Menu items will be streamlined with a focus on core products to realize operational efficiencies, reduce potential exposure times, and support physical distancing. • Self-service buffets will be discontinued until food safety concerns related to COVID-19 end.

5.4.2 Beverage and Bar • Guests will be asked to hold their own identification for bartender inspection. • Single-use disposable cups will be used for all drinks. • Fixed bottle openers will be installed to reduce touchpoints. • Single-use, ready-to-serve cocktail and wine options will be available. • Floor markings to ensure proper line spacing will be used.

5.4.3 Queuing and Spacing • Stanchions and physical distancing floor markings will be used at concession lines. • One-way guest flows will be used to minimize contact. • Signage will be posted with clear messages on new queuing and spacing setups. • Separate order and pickup points to reduce line congestion will be used where possible.

5.4.4 POS Locations • Contactless payment options will be used, where possible. • Physical barriers, such as clear plastic partitions, will be installed. • Point of sale terminals will be assigned to one worker, where possible. • Threshold amount for requiring a signature for credit card transactions will be increased. • POS screens will be turned to face the guest, if possible, thereby allowing the guest to swipe their own credit card.


ORDER PICK UP

39

5.5 Premium Spaces Delivery Method • Special consideration will be given to premium spaces within Chesapeake Energy Arena, including suites, loge boxes, and club level seats. Chesapeake Energy Arena will consider the following best practices when addressing these areas: • Traditional buffet style suite catering will shift to individually wrapped, covered, or individually prepared items. • Advanced, on-line ordering will be encouraged. • Communal snacks will be discontinued and converted to individual portions. • Menu items will be served in containers with lids. • Individually wrapped single-use cutlery will be used.

5.6 Catered Function Delivery Methods 5.6.1 Meal Service • Floor plans will be designed with tables and chairs spaced to promote physical distancing. • Seating charts and table occupancies will adhere to physical distancing guidelines. • Pre-rolled and individually packaged utensils will be used. • Food will be served in closed, containers with lids. • Self-service buffets will be discontinued. • Linens, including underlays, will be replaced or changed as frequently as practicable.

5.6.2 Plated Service • Guests will be informed of new table service protocols via signage or attendants and servers. • Wine service will be provided by waiter service only. • Communal bread and butter service will be discontinued and replaced with individual portions. • Sealed glass bottled water will be served.

5.6.3 Bar Service • Guests will be asked to hold their own identification for bartender inspection. • Single-use, disposable cups will be used for all drinks. • Single-use, ready-to-serve cocktail and wine options will be available. • Floor markings will be used to ensure proper line spacing. • Fixed bottle openers will be installed to reduce touchpoints.


6’

6’

40

5.7 Disability Accommodations • As event needs change, we will adjust disability accommodations due to reduced capacity, modified ingress/egress, while remaining compliant with all applicable laws.

5.8 Operational Considerations • For spaces that are commonly small and require use by essential food service employees, staff will follow standard protocols, such as: wearing appropriate PPE when entering or working within these spaces, following physical distancing guidelines, limiting the number of employees in the area at a given time, following proper hand washing protocols, and increasing cleaning/sanitizing areas, as relevant.

5.9 Subcontractors • Chesapeake Energy Arena will communicate new standards and expectations related to food and beverage service to subcontractors and non-profit organizations to ensure that outside personnel will follow the best practices and procedures specified by ASM OKC.


Protocols and procedures for back-of-house rooms and functions are being changed to ensure Chesapeake Energy Arena is following physical distancing guidelines where possible.

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6. WORKPLACE SAFETY

Protecting the health and safety of staff and volunteers working at Chesapeake Energy Arena is a critical piece of reopening. Our facilities and events depend on reliable and talented individuals to complete their assignments in a timely and efficient manner

6.1 Employee Health Screening at Entry • To reduce the possibility of inadvertent transmission of COVID-19 from venue staff to each other and to guests, Chesapeake Energy Arena will require health screening of team members and volunteers entering the venue using the best practices described below: • Staff Screening Procedures • Upon arrival to a designated entrance all employees will proceed through a screening which will include health screening and temperature checks. • Employees will complete a daily self-assessment at home before coming to work. • When employees arrive at the designated screening area, a health questionnaire must be completed before beginning each event. Copies of the questionnaire will be provided by Building Security, and Human Resources will store the responses in a secure location. The staff member collecting the questionnaires will immediately notify HR of any responses that affirm a chance of exposure or symptoms of COVID-19. • Temperature Checks • Employee temperature checks will be performed at the designated screening area. Any employee with a temperature of or over 100.4o will not be allowed to work and will be directed to leave the facility, return home, and self-quarantine. • Staff Entry • To discourage crowding around staff entry points, alternative entry points for staff have been assigned.

STAFF FUNCTION ENTRY LOCATIONASM Guest Relations and Event Security Staff Employee Entrance

SAVOR and SAVOR NPOs Car Doors (Section 110/111), South of VIP Entry

Levy and Levy NPOs Employee Entrance

Legends Employee Entrance

Jani King Employee Entrance

Media Employee Entrance (Media Door)

Thunder Game Day Staff (Full Season Credential) Thunder Corporate Entrance

Third Party Vendors (NRG, Mazzio’s, etc) Employee Entrance

Anyone with the following symptoms should not go to work:

• Fever of or over 100.40.

• Frequent unexplained cough.

• Unexplained shortness of breath or difficulty breathing.

• Unexplained tiredness.

Self-Assessment

42

6. WORKPLACE SAFETY

• Shift Clearance • Employees who have completed and passed the health screenings and temperature checks will be cleared to work and will receive a wristband. After receiving the wristband, staff will be allowed to clock-in. In order to enter any event space, staff must be wearing the appropriate wristband. • Timeclock Procedures • All time clocks have been converted to a touchless process and a line queue will have designated 6’ markers to ensure physical distancing. The touchless terminal feature will be enabled on all time clocks to minimize shared surface contact between employees using the terminal.

6.2 Staff Interactions with Guests • Staff will work to minimize the amount of interactions where they are touching the guest or their belongings. To support this, the following best practices will be followed: • Staff will practice physical distancing at all times. • Staff will limit or avoid switching jobs, tasks, or work areas. • Staff will clean and sanitize equipment (i.e. radios) before and after using them, and especially before transferring them to another staff member. • Staff will be asked to not physically interact with guests, including handshakes, high fives, fist bumps, or engagement that involves any type of physical contact. • Contact with guests’ personal objects (i.e. phones for photo taking purposes or ticket scanning) will be limited.

6.3 Venue Operations Related to Staff • Personal Protection Equipment • The venue will provide PPE (masks, gloves, googles, face shields etc.) for any staff who require them due to the nature of their duties or upon request due to personal preferences. Employees may bring their own, solid color, or Thunder branded masks. • Shared Offices (Security, Operations, Skilled Trades, Technical Services) • Employees are responsible for cleaning their work spaces at a minimum of twice a day (upon arrival and departure) with provided cleaning supplies, including all frequently touched office surfaces (desks, tables, telephones, keyboards, mouse, doorknobs, light switches, tools, etc.) with cleaners/ disinfectants appropriate for the surface.

Physical distancing and proper hygiene must be maintained by staff during all interactions. While we always strive to achieve the highest level of guest satisfaction, the way we interact with guests will have to change in order to protect both the guest and our staff.

Guest Interaction

43

6. WORKPLACE SAFETY

• Employees Break Areas • Break Room (Behind Section 112-113) • In order to maintain physical distancing, some tables and chairs will be removed. A sanitation station will be in the break room to allow for any employee to clean the area they are using. It is encouraged to clean any and all surfaces encountered, including but not limited to refrigerators, microwaves, vending machines, etc. • Pete’s Place • Food will be served by SAVOR employees instead of a self-serve buffet. • Department Managers or Supervisors will schedule employees or third-party vendors to a “time slot” to enjoy their employee meal. • Utensils will be prewrapped, and condiments will be served in packets. • Paper sign-in sheets will be replaced with digital sign-in managed by a team member. • Cashless pay options will be considered. • Fan Information Booths (FIB) • Guest Experience Associates: • Will be required to wear a mask and gloves. • Will wash and sanitize their hands often, especially after any close interactions with other guests or staff. • Will perform healthy personal hygiene measures and wash uniforms, name badges, lanyards, FAQ cards, masks, and any other items properly. • Will CLICK! from a distance through smiles, waves, air high fives, and fun cheering words. Staff will be asked to no longer hug, high five, or shake hands. • Staff will leave name badges and FAQ cards with Guest Experience Coordinator to disinfect. • Pre-game meetings will take place in a larger space for safe physical distancing. • Booth Safety Measures • Protective physical distancing measures will be ensured between Guests and the Guest Experience Associates with either physical distancing, signage where you can and cannot stand, or clear shields. • ASM OKC will pre-approve plans for guest handouts like first game and birthday buttons to ensure proper safety protocols are met.

Service hours will be extended until the end of the game.

Tablecloths will be removed for frequent cleaning of tables.

Employees will adhere to physical distancing guidelines while in Pete’s Place.

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6. WORKPLACE SAFETY

• Halftime Stats sheet distribution will be eliminated, to limit exposure on the court and with courtside guests. • Provide an online way to submit Fan Suggestions and Fan Favorite Nominations with a touchless QR code for guests to easily access at the booth. • Properly and visibly sanitize booths, doorknobs, handles, and closet doors throughout the game. • Provide more Thunder App, Fan Assist, and Ask Thunder training so the Guest Experience Associates can help guests find their answers on their own personal phones. • Properly sanitize and maintain radios, keys, and other items needed for the success of the Guest Experience Associates. • Maintain stock of cleaning supplies to assist guests and staff. • Staff Locker Rooms • At this time, employees may continue to use the lockers, but must observe physical distancing guidelines during use. Staff will also be discouraged from bringing in their clear bags or any items which require storage or bag searches upon entry. Staff are not allowed to leave items in the lockers overnight. • Staff Uniforms • All venue staff are provided with their own uniforms which they will retain and launder. • Sign Out and Return of Common Equipment • Due to the space and amount of interaction, coat check will be staffed at 1 pm on event days. Only Supervisor level and above will be allowed to enter. • Staff members are responsible for wiping down their individual radio upon receiving and returning the radio. • Wheelchairs will be cleaned after every use and upon return to coat check. • Keys will be cleaned upon return to management

6.4 Staff Communications, Trainings, and Briefings • Venue staff and event-day staff training. • Due to the high level of interaction with the public, all venue event staff will be required to undertake a general training program for venue operations under the COVID-19 Restrictions for the safe return of crowds. • Topics to be covered under this training will include: • Details of the venue’s operational processes in response to the COVID-19 pandemic. • Enhanced access control.

Communicating new protocols to venue and event-day staff and volunteers is critical in successfully implementing our reopening plan. Training will be provided and supported by regular reminders at briefings.

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6. WORKPLACE SAFETY

• Physical distancing guidelines. • Personal hygiene expectations (hand washing/sanitation). • Amendments to food and beverage processes. • Enhanced cleaning processes. • Use of personal protection equipment. • Staff will also be trained on the appropriate method of managing a patron who presents with symptoms. • Staff briefings will be held in spaces large enough to follow physical distancing guidelines. If an appropriate space is not available, hosting smaller group briefings by workstreams (i.e. bag check, ticket scanners, ushers) will be considered. Employees will wear face masks during team member briefings.

6.4.1 Staff Training • All staff will be required to do a COVID-19 training/seminar. • Training Summary: Staff training will be developed and conducted for all employees who work events and Thunder games within Chesapeake Energy Arena. The purpose of training is to inform all employees of building wide COVID-19 related updates, policies and procedures, and best practices pertaining to guest care. Once completing training, staff will feel more confident returning to work and more equipped to interact with guests. Training content and specifics will be completed in more detail once all updated policies and procedures are approved.

6.4.2 Personal Protection • PPE is not only important from a safety perspective, but from a visual perspective for our guests. It is important that all staff have the proper PPE for their respective jobs. • Staff are required to wear masks while in the building. If needed, masks and gloves will be provided for all staff. • Additional face shields will be available for staff that have jobs that require closer contact. • Food and Beverage staff to wear proper PPE that is required by the CDC, Health Department, etc. in their field.

6.4.3 Guest Interaction Methods • CLICK! Training will be revised to allow us to continue the service values in a new way. • Guest Experience will remain a top priority.

Staff Training

46

6. WORKPLACE SAFETY

• Staff will work to minimize the amount of interactions where they are touching the guest or their belongings. • If staff needs to touch guests or their belongings, they will wear proper PPE and maintain proper hand hygiene. • Staff should no longer take photos for guests with their phones. • High fives, handshakes, and hugs will be replaced with other connection efforts such as waving, hand to the heart, air high fives, thumbs up, tip of the hat, etc.

6.4.4 Ushers • Ushers are no longer allowed to touch guests’ items, including tickets. Guests will show the ticket to the usher. • Ushers will be asked to no longer give hugs, handshakes, high fives, fist bumps, etc. • Ushers will host resolution conversations outside of the vom to move the guests out of the small space. • Ushers will direct ticket holders to only enter the vom nearest their seat location. • Ushers will direct dismissal process for egress. • Ushers will be responsible for creating a safe and welcoming environment for guests, ensuring the highest of standards for health and hospitality.

6.4.5 Ticket Takers • When the kiosk entry is not possible, ticket taking will have the following guidelines: • Staff should wear a mask. If staff would like a face shield or gloves, it will be available for them. • Staff will not to take a ticket or phone from the guest, which will include scanning the ticket at an appropriate distance. • Staff will demonstrate enhanced CLICK! Service values.

6.4.6 Security • Face shields should be provided for staff in positions where physical distancing is not possible. • Staff watching a secure area should ask to see credentials or tickets from a distance.

Ticketing kiosks at entrances will limit the amount of staff needed for the ticketing process and reduce contact.

Staff will be able to focus on greeting the guests instead of trying to take their ticket.

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6.4.7 First Aid • Chesapeake Energy Arena contracts with Sooner Medical to provide first aid services. They will be responsible for maintaining CDC guidelines in this area and will notify the arena of any changes to protocols. • Wheelchairs will need to be cleaned before and after use. Sooner Medical and GRES will help make sure these have been disinfected. • COVID-19 protocols will be added to FAQs. • The number of guests allowed in first aid will be limited. • Hand sanitizer should be placed outside of first aid locations. • Temperature checks will be administered before entering first aid. • First aid stations will have the following notice posted on the doors: • “You must read this notice and comply before entering the first aid station. Sooner EMS is committed to the safety of all guests, patients, and employees. Any guest, patient, or employee with any of the following symptoms must wear a mask prior to entering first aid: Fever, symptoms of acute respiratory illness of unknown cause, cough, difficulty breathing, and/or recent travel. Per CDC recommendations, any person with any of the above symptoms who is not coming into first aid as a patient for treatment is not allowed to enter first aid. All guest must sign in upon entering.” • Chesapeake EMS 1 (ground level EMS station) will have an additional notification that: “Breastfeeding Moms and persons wishing to visit the Sensory Room need to enter through the door to the RIGHT.” • Coronavirus information sheets, symptom descriptions, preparedness checklist, germ prevention and instructions for donning and doffing PPE (primarily for our EMS providers) will be posted in first aid stations. • The door to first aid will remain closed in order to accurately assess guests and prepare to assist them immediately upon entry, as they are screened and signed in.

6.4.8 Sensory Room • The door to the right of first aid will be used for entry. Signage will be placed outside the room to show guests where it is located. • Signage will be placed on the door to show when it was last cleaned. • Sign in/out sheet will be implemented to identify who has used the room. • Hand sanitizer to be placed outside of the room. • Guests will be limited to one party at a time (preferably no more than four in the party).

6. WORKPLACE SAFETY

FIRST AID

SENSORYROOM

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• A staff member will be added to supervise this space. • Guests with COVID-19 symptoms or other illness should be prohibited from entering the space. • Additional cleaning by housekeeping will be required prior to and after each event. • Sensory bags and items will be sanitized after each use and not reused until the next event. • Tags will be provided that has the date the bag was last disinfected • A mobile check out system will be set up to limit the amount of contact and eliminate the handling of photo IDs.

6.4.9 Uniform Room/Coat Check and Staff Lockers • No food or drink can be stored, handed out, or eaten around coat check unless you are assigned to Employee Entrance as a position. • No one can enter the uniform room unless they are authorized. • Uniform room staff will oversee disinfecting equipment that they are checking out. • Additional cleaning will take place before and after the event. • All lockers will be emptied prior to our first event. Employees will no longer be allowed to keep items in lockers overnight. Physical distancing must be maintained while using a locker. • If a wheelchair is needed for a team member, the staff member for coat check will bring them to the person or persons requesting it. Supervisors will retrieve wheelchairs for their teams at the beginning of their shift. At no time is an employee to go retrieve a wheelchair on their own. Cleaning of wheelchair will happen after every use, also upon return, coat check will clean the chair.

6.4.10 Guest Services and Lost & Found • Clear shields will be installed on counter tops with openings at the bottom.

6.5 Regulatory Guidelines As a global company, ASM Global must maintain compliance with country, region, and local public and occupational health regulations and ordinances. Regulations and ordinances may change over time as the pandemic expands and contracts. ASM OKC will monitor local, regional, and national public service announcements, memos, and publications that may provide new guidance for protecting employees against COVID-19 as new research is integrated.

6. WORKPLACE SAFETY

Due to the space and amount of interaction, coat check will be staffed at least four hours prior to doors on event days. Only supervisor level and above, or the staff member assigned to that position, will be able to enter the coat check room.

Coat Check

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As Chesapeake Energy Arena implements new operational plans, procedures, and strategies due to COVID-19, ASM Global has looked into new technology and equipment products to support these changes. ASM Global has been in close communication to identify additional products with their reactivation partners: The City of Oklahoma City and Oklahoma City Thunder. This process and future identification of selected products is another important mitigation step taken by ASM Global to ensure the health and safety of the workforce and guests at Chesapeake Energy Arena.

The venue will employ a number of strategies and associated equipment to assist in the current environment.

7.1 Touchless Thermometers • The use of thermometers at all staff entry points around the venue. These will assist in ensuring no staff member entering has an elevated temperature, or temperature above 100.4o. All staff responsible for these will wear appropriate PPE while conducting these checks.

7.2 Contactless/Touchless Self-Service Arena Access • The venue’s scanning system allows for scanning without staff physically handling or touching tickets. Plans to integrate self-scanning pedestals or turnstiles are in progress. This would automate the guest and staff admission process and helps reduce staffing requirements, thus limiting close one-to-one interactions.

7.3 Cashless Service • All points of sale (Ticket Sales, Catering, and Merchandise) will offer cashless opportunities. Venue ATMs will be removed.

7.4 Mobile Concessions Ordering and Contactless Commerce • The venue aims to provide a food and beverage ordering opportunity via a mobile device that will provide guests an opportunity to provide in-app or web-based ordering with express pick-up or delivery. This option will be valuable in our effort to minimize lines at the concession stands, as well as help our stands work more efficiently.


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MOBILE ORDERING MOBILE WALLET

• Reduce guest lines with express pickup and in-seat delivery

• Built for native app and web platforms.

• Supports multiple digital payment providers.

• Full Bypass point of sale integration.

• Reduce physical contact arena-wide.

• Digitize ticketing, merchandising, concessions, parking passes, and more.

• Integrates with fan loyalty and rewards programs.

7.5 Mobile Ticketing • Mobile ticketing is currently available through Ticketmaster’s online point of purchase. Advancements to Box Office sales channels will be made to include Mobile ticketing as a delivery method.

Using mobile tickets provides numerous benefits both to the venue workforce and guests.

Advantages for ChesapeakeEnergy Arena

• Facilitates contactless entry.

• Eliminates manual handling of tickets and badges.

• Allows identification of all ticket holders.

• Allows updating and controlling ticket content in real time.

• Allows venues to send out information to all guests via mobile ticketing platform.

Advantages for Guests

• Allows push notifications for the latest information to ALL guests.

• Provides for the ability to share tickets seamlessly and securely.

• Provides ability to store tickets in digital wallets.


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8. PUBLIC AWARENESS

A key aspect of Chesapeake Energy Arena’s Reopening Plan is public awareness and Communication. Our goal is to foster strong public confidence in the health and safety of our venue experience amongst our community and all venue stakeholders.

Within our messaging, we will strike the appropriate balance between the importance of health and safety while also acknowledging the public’s desire to be able to fully enjoy the journey, continue to make memories, and feel safe doing so. Much of that balance will come from clear and targeted messaging strategies as well as imagery and tone of creative components.

Increased communications with fans on specific health and safety initiatives as well as new and updated fan facing policies is paramount. A comprehensive marketing campaign will be delivered to inform and education all stakeholders on a new experience within the arena and emphasize that we are all in this together.

8.1 Identify Stakeholders

STAKEHOLDERS INCLUDE, BUT ARE NOT LIMITED TO:

• City of Oklahoma City

• ASM Global

• Oklahoma City Thunder

• Oklahoma State Health Department

• Additional Local, County, and State Health Authorities

• Local and National Media

• Hotel And Restaurant Partners

• Venue Partners and Sponsors

• Oklahoma City Chamber of Commerce

• Oklahoma City Convention and Visitors Bureau

• Downtown Oklahoma City

• Non-Profit Partners

• Event Promoters, Organizers, and Planners

• Event Sponsors

• Employees

• Third Party Vendors and Contracted Staff

• Local Unions and Stagehands

• Event Attendees and Ticket Holders

8.2 Signage & Messaging • Creative components and messaging will be determined on the specific channel used and informational needs throughout the timeline of the campaign. • Channels include: • Internal: website, social media, email, signage, employee communications • External: government and community partners, influencers, hired collaborations, word-of-mouth, grassroots campaigns, Thunder app • Media: public relations campaigns, news releases, interviews, targeted traditional and non-traditional media outreach • A strong message of health and safety will lead the campaign, tailored with specific initiatives based on audience and upcoming events and/or venue needs. It’s important that we manage guest expectations through honest outlooks on new fan journeys and experiences.

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• This will be achieved through specific examples of new protocols in place, and how guests will be affected to ensure safety for themselves and others. These will include anything from changes in bag policies, physical distancing guidelines, temperature checks, and contactless procedures, among others. • The communication plan will be restructured regularly based on updated protocols, new safety guidelines, and stakeholder feedback.

8.2.1 Internal Messaging • Website • Chesapeake Energy Arena’s primary source of information will be public facing on our website. This messaging will reflect information the public will need to know. The website will be accurate and up to date with as much information as possible, and contain both the broad and tailored messaging. • Broad messaging will include a separate page that lists our overall plan and guidelines for health and safety, with additional outside resources on COVID-19 and local and national guidelines. • Tailored messaging will be included on individual event pages to include direction to our broad plan, but also specific points to that event. • Social Media • A link to the broad plan will be shared across social media pages when ready for release. Unique messaging will continue after that to showcase different protocols being initiated. • Specific event information will also be released leading up to each event. This will ensure as many people as possible visit the website to continue familiarity with it. • This also helps track information and can be reliably updated on an ongoing basis. Social media will be used to reinforce specific messaging and offer an interactive platform for guests. All posts regarding the guest journey and policies will include directive to visit the Arena website and/or additional informational sites.

8. PUBLIC AWARENESS

REOPENINGUPDATES

53

• Email • Upon release of reopening guidelines, our email system will be utilized to spread the broad message of changes to the fan journey. It will also be used to target ticket holders of specific protocols related to their unique event. Directive links will be included leading fans to our website for more information and full initiative details. • Signage • Relevant signage will be positioned in key locations around the venue as reminders for all expectations and requirements. • Employee Messaging • Providing our employees with proper messaging is a big part of creating consumer confidence. Updating staff, vendors, and partners of new policies and procedures is paramount to the success of reopening. Messaging will be provided through updated informational guides, targeted email and pay system messaging, and training sessions. This will include new work protocols, ways to communicate with fans in the venue during events, and additional information as needed.

8.2.2 External Messaging • Consistent and specific messaging will be delivered to various community stakeholders in both broad and tailored communication. Each message will be consistent although the level of information will vary based on the timing and delivery to that stakeholder. • Broad messaging will be delivered continually as new protocols and guidelines are put into action. Communication will include directive back to the venue website for complete information. • Tailored messaging will be delivered in advance of events, targeting event goers with specific information about policies and procedures. A very concise and simple messaging will be required to control the spread of information across outside channels.

8. PUBLIC AWARENESS

HEALTH AND SAFETY REMINDERS

FOR YOUR SAFETY AND THE SAFETY OF OTHER GUESTS AND STAFF

STAY HOME IF YOU

ARE SICK

WEAR A FACE MASK

KEEP 6 FEET DISTANCE FROM

OTHERS

WASH YOUR HANDS

FREQUENTLY

USE HAND SANITIZER

AVOID TOUCHING EYES

AND FACE

ELEVATOR ETIQUETTEFOR YOUR SAFETY AND THE SAFETY OF

OTHER GUESTS AND STAFF

LIMIT NUMBER OF OCCUPANTS TO

TWO UNKNOWN PERSONS OR

A GROUP OF SIX ASSOCIATED

PERSONS

STAND NEAR THE FOUR

CORNERS AND AWAY FROM

OTHER OCCUPANTS

WEAR A FACE MASK WHEN

WASH YOUR HANDS

FREQUENTLY

USE HAND SANITIZER

AVOID TOUCHING EYES

AND FACE

THANK YOU FOR KEEPING YOUR DISTANCE

PLEASE STAY 6’ APART

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8.2.3 Media • News releases, specific information quick-sheets, in-person interviews, and direct communication will be important to convey the overall message of health and safety. This includes broad outreach at the time of release, as well as tailored information leading up to an event.

8.2.4 Messaging Schedule • Consistent messaging will be achieved through a scheduled plan for both broad and tailored information. • Broad Messaging • The initial broad messaging includes providing the overall document to all stakeholders. Support will be provided through all messaging channels and a proactive public relations/media communication plan. • Additional messaging will continue to remind our audience of new policies as needed. • Tailored Messaging • Event-specific information will be released as events are announced or about to take place. Ticket holders should be aware of all new policies and guidelines prior to purchasing ticket for newly announced events giving them the option to attend events based on all information. • Unique information for specific events will continue leading up to the event, as well as on the event day. • Additional Messaging As Needed • If protocols are updated or new guidelines are announced, additional messaging will be released to constantly update all stakeholders on the new fan experience within the venue.

8. PUBLIC AWARENESS

Achieving trust from the media is imperative to our public awareness plan, as they will assist the most in conveying consumer confidence. Interviews and on-site footage leading up to the event should be allowed to the best of our abilities, with permission from event parties.

Consumer Confidence

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STRATEGY TYPE TIMELINE ACTION ITEMS

Early Awareness

As soon as possible.

• Identify stakeholders.

• Prepare venue-specific Public Awareness Plan that includes detailed communication plans and methods of outreach.

• Request press release from ASM OKC to share with key stakeholders, as appropriate.

• Prepare a local venue-specific summary document to share with key stakeholders to promote confidence in ASM OKC’s ability to safely reactivate the venue.

• Begin education and training for all internal stakeholders.

• Begin preparing items for subsequent checklist steps: graphics, videos, interview requests and scheduling, signage.

ReactivationShortly before

reopening.

• Send out venue-specific press release.

• Create a media day for local media and influencers to visit the venue to see the work that has been done to prepare for reopening and ask questions.

• Update venue website and include a landing page that outlines guest policy information and details VenueShield preparedness information.

OpeningWeek before event.

• Send emails to guests that will be attending the event to explain current venue policies.

• Use social media to distribute videos and messaging, inviting guests back into the venue.

• Push out a new graphic or video to social media each day.

• Continue to use media outlets to provide messaging about the reopening of the venue.

Day of Event

During the event.

• Post signage that is consistent in look and style with both the broad and specific messaging for the event; signage should convey venue policy and expectations, and be positive, practical, and proportionate

• Use audio and video boards to remind guests of new policies and procedures

• Continue to post on digital and social media outlets to keep public informed and updated

• Use event-day signage, digital outlets, and social media posts to inform guests of prohibited items and new policies.

8. PUBLIC AWARENESS

CHESAPEAKE ENERGY ARENA REOPENING GUIDE

Documents

Transcript of CHESAPEAKE ENERGY ARENA REOPENING GUIDE