11-Attachment 8 - Tenant Operations Manual.pdf

*Information is subject to change

CONTENTS

Hello and Welcome to Minneapolis–St. Paul International Airport!

IMPORTANT CONTACT INFORMATION TO KNOW

Phone Numbers Airport Addresses

IMPORTANT MEETINGS

Commissioners of the Metropolitan Airports Commission

GETTING TO AND FROM THE AIRPORT

Tenant and Employee Parking Public Transportation and Transportation Programs

City Bus Service Light Rail Transit Metro Transit – Guaranteed Ride Home Program

BADGING INFORMATION

Badged Areas of MSP Badge Types New Company Procedure Badging Process for Employees Badging Office Location

Directions Office Hours and Class Times

Office hours SIDA Interpreter Class Authorized Signer Sessions

Fees and Payment Options Badging fees Fingerprint fees Lost or Stolen Replacement Fees Payment Methods

Badging Restrictions Access Changes Piggybacking Badge Return Lost or Stolen Badges Sterile Area Access Rules

Badge Cover Policy Employees of Multiple Companies Best Practices for Successful Badging of New Employees

Pre-Screening Authorized Signers for Applicants Post-Employment Badge Collection

Common Mistakes Applicants Make Penalties for Airport Security Ordinance Violations Administrative Sanction Criminal Citation TSA Civil Penalty Badging Contact Information

TSA SECURITY SCREENING AND CHECKPOINT INFORMATION

Security Checkpoint Locations and Hours Prohibited Items Bringing in Contractors or Others with Tools TSA Contact Information Concourse Access Pass Procedures and Guidelines

Pass Guidelines Contractors Accessing the Airport Secure Area Contractors Concourse Pass Procedure / Contractor Tools and Prohibited Items

Operations Flow Chart – Who to Contact

OPERATIONS INFORMATION

Receiving & Sending Mail at the Airport Starting Mail Delivery Service Shipping and Receiving Parcels Parcel Hours of Operation Airport Addresses – For Your Reference Tenant Mailboxes

Telephones – Regulations on the use of Multi-Line Telephones What is the issue?

What exactly do businesses need to do?

Where can I go for more information?

Bradford Airport Logistics - Ground Freight and Parcel Receiving and Distributing Hours and Contact Information Vendor Delivery Expectations

Emergency Deliveries Terminal Operations and Facilities

T1 Facilities Office:

MAC Terminal Operations Office:

Roof Access Keys and Lock Policies Requesting a Key Returning a Key Inactive Badge Holders with Outstanding Keys Lost Key Fees Lock and Code Changes Lock and Key Fees (pricing subject to change):

Annual Key Audit *

Flagship Airport Services Airport Contact Information

Maintenance, Cleaning and Distribution (MCD) – janitorial services currently provided to the Concessions tenants:

Contracting Directly with the Janitorial Contractor MAC Janitorial Contract Oversight

Tenant Recommended Cleaning Specifications Pest Control Utility Service Disruption Notices Sustainability Goals

Contact Us:

Waste Management at MSP

Unit Disposal of General Items Cardboard Boxes, and other Large, Non-Traditional, or Hazardous Item Disposal Contact Us:

Contractors Grease Management and Disposal Operator’s Responsibilities for Grease Disposal Janitorial Contractor’s Responsibilities for Grease Disposal:

MAC AND/OR Janitorial Contractor WILL PROVIDE CARTS FOR CONVEYANCE OF WASTE*:

Recommended Participation New Food Establishments – Getting Started

HENNEPIN COUNTY PUBLIC HEALTH DEPARTMENT STANDARDS

Food Worker Illness Procedures

Service Animals and Non-Service Animals in Food Establishments When Should You Call the Hennepin County Health Department?

Hennepin County Health Department Contact Information

Licensing and Inspection Contacts:

TOOLS TO ASSIST YOU AND YOUR EMPLOYEES

Airport Conference Center at MSP Room Rates:

Room Amenities Additional Airport Conference Center services include:

Contact the Airport Conference Center to plan your next event:

Airport Tours........................................................................................... Error! Bookmark not defined.

Marketing Services

Changes to Menu, Pricing, or Hours of Operation Contacts myMSPconnect.com MSP Airport Job Board MSP Jobs Committee

A Collaboration of MSP Employers & MAC Staff New Employee Welcome Letter and Information Sheet MSP Airport Job Fairs MSP Recruitment and Interview Rooms

Employee Amenities MSP Nice Employee Lounge & Break Rooms in Terminal 1 and Terminal 2 Employee Meal Discount Program

Arts@MSP Explore the Arts@MSP Program MSP Creates: The Airport Community Art Show

Childcare Assistance Program through the Minnesota Department of Human Services

AIRPORT SAFETY & COMPLIANCE

Telephones – Regulations on the use of Multi-Line Telephones What is the issue?

What exactly do businesses need to do?

Where can I go for more information?

MSP Airport Fire Department – Common Fire Code Violations Exits, Stairwells, and Corridors Fire Extinguishers Hood Systems

Inspection tags Electrical Panels Storage Extension Cords

Airport Police Department Concessions Audits TSA Knife Audits Emergency Action Guide Everbridge Notification System

CUSTOMER SERVICE PROGRAMS AND SUPPORT

Customer Service Action Council (CSAC) CSAC Customer Service Training Program – MSP Nice MSP Nice Awards Other CSAC initiatives CSAC Contacts

Secret Shopper Program Service Stars Program 5-Star Service Awards

TOOLS TO ASSIST YOUR CUSTOMERS

Airport Assistance Phones Airport Tours Tours aim to:

Airport Foundation MSP

Programs and Services Armed Forces Service Center (AFSC) Lost and Found Accessibility Best Practices

Deaf or Hard-of-Hearing Blind or Low Vision Mobility Assistance Navigating MSP Hidden Disabilities Sunflower Lanyard Program Service Animals Service Animals in Food Establishments Pet and Service Animal Relief Areas

Stranded Passengers Security Checkpoints Airline Information

Hotel Accommodations Airport Police Severe Weather Dining and Shopping at MSP Dining After Hours Dining and Shopping Outside MSP Airport

Hello and Welcome to Minneapolis–St. Paul International Airport!

Welcome to the Minneapolis–St. Paul International Airport (MSP). We are proud to operate one of the busiest, most acclaimed airports in the world. As the 16th largest airport in the nation, MSP serves 31.2 million passengers with non-stop service to 163 destinations.

You likely have questions about how things work at MSP. Enclosed is a packet of information that we hope you will find useful. Included in this packet are important phone numbers, meeting dates, information on how to establish postal delivery, emergency notification information, stranded passenger program information, our customer service award program, and much more.

Our airport has won many awards for customer service, concessions, marketing, design, and safety, as well as other features. MSP’s success is a direct result of the excellent service provided by organizations such as yours.

We look forward to working with you to continue MSP’s reputation of excellence in the years ahead.

Again, welcome to MSP Airport. Please do not hesitate to call or stop in to see us if you have any questions or concerns.

Sincerely, Your MSP Concessions Team

In the ever-changing environment that we work in; laws, rules, policies and regulations are in constant flux—especially in this current climate. It is important to note that compliance with such is the responsibility of the Operator and Operator’s employees.

Never hesitate to reach out to your concessions manager for the most up to date information. Thank you.

Business Development team

IMPORTANT CONTACT INFORMATION TO KNOW

Phone Numbers

For more information, visit the MSP Airport website at www.mspairport.com.

Airport Addresses Metropolitan Airports Commission General Offices 6040 28th Avenue South Minneapolis, MN 55450

Terminal 1 4300 Glumack Drive [Suite Number, if applicable] St. Paul, MN 55111

Terminal 2 7150 Humphrey Drive [Suite Number, if applicable] Minneapolis, MN 55450

Issue Department Phone

Police/Fire/Emergency Dispatch Police/Fire/Emergency Communications Center

911 or non-emergency: 612-726-

Facilities Issues MAC Facilities 612-726-5225 24-hour Facilities and Operations Airside Operations 612-726-5111 Airport Information and Paging Information and Paging Office 612-726-5555 x 6 Badging/Airport I.D.s MAC Badging 612-467-0623 Lost and Found MSP Lost and Found 612-726-5141 Heating and Cooling MAC Energy Management Center 612-726-5505

Mail Delivery United States Postal Service 612-970-7641 or 612-970-7643

Deliveries/Loading Dock Bradford Airport Logistics 612-713-7457 Parking/Bussing/Taxis MAC Landside Operations 612-726-5578 Health Department Hennepin County Health Department 612-543-5200 Health Department After-Hours Emergency Hennepin County Health Department 612-543-5217

Emergency Food & Beverage Incident Hennepin County Health Inspector 612-543-5213 Food & Beverage Lease Contact MAC Commercial Management 612-794-4510 Retail Tenant Lease Contact MAC Commercial Management 612-467-0814 Concessions Operations Contact MAC Commercial Management 612-726-8197 Pest Control MAC Facilities Technician 612-726-5225 Travelers Assistance (Volunteers) Airport Foundation MSP 612-726-5500 http://www.mspairport.com/

IMPORTANT MEETINGS

Meeting Date & Time

(monthly unless noted) Location Purpose Who should attend?

MAC Board Planning, Development and Environment Committee

First Monday 10:30-11 a.m.

Terminal 1 Airport Conference Center, Commission Chambers

Makes recommendations on issues related to capital expenditures and airport development, long term planning and airport zoning, noise mitigation and environmental stewardship—and other similar topics.

Senior leaders

MAC Board Operations, Finance and Administration

First Monday 1-3 p.m.

Terminal 1 Airport Conference Center, Commission Chambers

Discusses recommendations regarding operations and maintenance of MAC’s system of airports. Concessions business proposals and lease actions are discussed by this committee.

Senior leaders

MSP Jobs Committee**

Quarterly on a Tuesday 8:30a.m.-9 a.m.

Terminal 1 Airport Conference Center, Commission Chambers

Identifies employment barriers for MSP Employees and implements programming to support recruitment and retention initiatives.

HR representatives and property managers

MSP Tenant Meeting**

Second Tuesday 9–10 a.m.

Terminal 1 Airport Conference Center, Commission Chambers

Important informational meeting for tenants highlighting issues that may affect their operations.

Senior leaders, property managers, and unit managers

MSP Tenant Operations Orientation Meeting

Quarterly on a Thursday 1-3 p.m.

Terminal 1 Airport Conference Center, Commission Chambers

Overview of the MSP Tenant Manual open to new managers, or managers who would like a refresher on MSP operations

Managers, unit managers

T2 Users’** Second Wednesday 11 a.m.–Noon

Terminal 2 Conference Room, 3rd Floor, MAC offices

Discusses issues and projects at T2 that may affect tenants in the terminal.

Senior leaders, property managers, and unit managers

Customer Service Action Council (CSAC)

Second Thursday 10–11 a.m.

Terminal 1 Airport Conference Center, Commission Chambers

Discussions and presentations focused on airport customer service best practices.

Senior leaders, property managers, and unit managers

Metropolitan Airports Commission Board

Third Monday 1–3 p.m.

Terminal 1 Airport Conference Center, Commission Chambers

The 15-member MAC Board of Commissioners establishes organizational policies and budgets for the operation of MSP and other system airports.

Concessions business proposals and lease actions are approved by the full commission.

Senior leaders

Service Stars Awards Luncheon

Fourth Tuesday 12 p.m. – 1 p.m.

Twins Grill, Concourse C

Recognizes employees who have scored a perfect score on the previous month's secret shopper evaluations. Treats and beverages provided! A raffle to win another $100 gift card.

Senior leaders, property managers, unit managers, and monthly award winners

Security Consortium**

Date varies; email Jake.Hoehn@mspmac.org for the most updated meeting invite.

Terminal 1 Airport Conference Center, Commission Chambers

Discussions and presentations relating to airport security and Airport Police Department activities.

Senior leaders and Authorized Company Signers

Airport Partners Luncheon **

March and September 11 a.m.–12:30 p.m.

Terminal 1 Airport Conference Center, Commission Chambers

Lunch and discussions, presentations and/or guest speakers; a community-building meeting.

Senior leaders, property managers, and unit managers

** Moved to virtual meetings until further notice mailto:Jake.Hoehn@mspmac.org

Commissioners of the Metropolitan Airports Commission

GETTING TO AND FROM THE AIRPORT

Tenant and Employee Parking The MAC’s Landside Operations Department manages vehicle access to and from the airport including rideshare, taxis, buses, limousines, shuttles, and both public and employee parking. Landside works with airport tenants to provide parking for your employees.

As of this publication, the MAC Landside Terminal-2 Office hours are:

• Monday - Friday 8:00 a.m. – 4:30 p.m.

o Note: In-person service hours are from 8:00 a.m. - 4:00 p.m

You are responsible for communicating and coordinating your employees’ parking options and, due to the heavy demand of public parking in our facilities, employee parking options are limited. Terminal 1 (T1) employees are assigned to park at Terminal 2 (T2), utilizing the no-cost light rail train to reach T1.

Tenant managers may apply for T1 parking, but authorization is granted based upon available space in T1 ramps and a demonstrated operational need.

Employee parkers will be issued a Transponder that uses a radio frequency signal.

Proper mounting of transponder:*

• At least 3" down from windshield frame

• At least 3" to the right of the rear view mirror post

• Horizontally

*ABM, MSP’s parking vendor, will usually assist with the mounting process. Please call 651-757-5039 to make an appointment.

Transponders are only to be used when the employee is working at MSP. Parking for personal purposes or vacations is not allowed per the MAC Employee parking policy. Employees in violation of this policy will incur parking charges commensurate with the corresponding public parking rate schedule.

Transponders may not be used by anyone other than the assigned employee but may be transferred to another vehicle. Transponders are not provided to vendors who service or deliver products to MSP tenants.

Landside will invoice tenants for employee parking. This invoice must be paid with a single payment each month. Landside will not invoice employees individually. Each Transponder is charged a monthly fee (currently $44) and a one-time (currently $20) activation fee.

Tenants paying for their employees’ parking must assign an employee parking representative. Duties include:

• Requesting issuance/cancellation of transponders

• Retaining each employee’s completed and signed MSP Employee Parking Policy agreement

• Managing monthly payments

• Providing employee training on the use of his/her Transponder and location of assigned parking area(s)

• Keeping employees informed about current parking developments

Contact MAC’s Landside Operations Department at 612-726-5578 or at employee.parking@mspmac.org with any questions.

Public Transportation and Transportation Programs City Bus Service Metro Transit provides bus service to/from Saint Paul (Route 54). Bus pick-up and drop-off is located on Level 1 of the Silver Ramp. For bus fare and route information, contact Metro Transit or visit www.metrotransit.org. To access 24-hour automated bus information, call 612-341-4287.

Minnesota Valley Transit Authority (MVTA) provides bus service from the southeast suburbs to Terminal

1. For bus fare and route information, visit MVTA’s website at mvta.com.

SouthWest Transit (SW Transit) provides bus service from the southwest suburbs to Terminals 1 and 2.

For bus fare and route information, visit SW Transit’s website at swtransit.org.

Light Rail Transit Light rail transit (LRT) trains stop at both terminals and connect travelers to 17 other destinations, including downtown Minneapolis and Mall of America. There is no cost to travel between airport terminal stations. Trains between the airport terminal stations run 24-hours per day.

The Terminal 1 light rail station is located below the Silver Ramp. From the Tram Level (one level below bag claim), take the tram one stop. When you exit the tram, follow the signs to the light rail station, located 70 feet underground. Elevators and escalators are available.

The Terminal 2 light rail station is located on the north side of the Orange parking ramp. From Level 1 near Ticketing/Departures Level, take the elevator or escalator up to the Orange Ramp skyway. Follow the signs to the LRT station. Take the escalators or elevators down one level to the station platform.

The light rail stations are fully accessible.

Frequency Trains run every 12 minutes during peak hours and typically every 15 to 20 minutes at other times of the day. From the airport, train trips to the Mall of America take about 12 minutes and to the Warehouse District in downtown Minneapolis in about 25 minutes.

Fares

• Tickets are sold at ticket machines at the rail stations.

• Light rail fares and frequency can be found online at https://www.metrotransit.org/fares.

• Reduced fares are available for seniors, children and persons with accessibility needs.

For more information, visit the Metro Transit website, www.metrotransit.org/light-rail.

https://www.metrotransit.org/fares

Metro Transit – Guaranteed Ride Home Program The Guaranteed Ride Home (GRH) Program is a free reimbursement program for registered commuters of Metro Transit lines that will reimburse up to $100 per calendar year for unplanned events where you cannot use your usual mode of transport.

Eligible Trips include:

• Personal illness or emergency medical issue

• Sick child or dependent family emergency

• Unplanned overtime (IROPS, airport events for example)

• Regular car/vanpool unavailable

Trips not eligible for reimbursement:

• Personal errands

• Trips to or from the airport, Amtrak, or Greyhound station – unless this is your place of work

• Prescheduled trips, appointments, or work events

• Non-commute related trips

• Other trips that Metro Transit may deem ineligible

For more information, go to: https://www.metrotransit.org/grh https://www.metrotransit.org/grh

BADGING INFORMATION

Information below may be updated at any time. See website for the most up to date information and policies. For the most up-to-date information, please visit: http://www.mymspconnect.com/badging.

All employees working in or around the airport must be badged. A Security Threat Assessment (STA) and fingerprint-based criminal history check are processed for all potential badge holders.

Badged Areas of MSP Security checkpoints Point of entry for all travelers and for employees who need to be screened prior to entering the sterile area of the airport; staffed by the TSA.

Sterile area The area beyond the TSA security checkpoints, including the Airport Mall and concourses.

AOA (Air Operations Area) SIDA (Security Identification Display Area)

All areas inside the fence line (paved and unpaved) used for landing, takeoff or surface maneuvering of aircraft.

Secured area SIDA The most secured area within the AOA-SIDA, including ramp areas around the terminals where baggage is being loaded and unloaded from aircraft, cargo areas, tug-drive and roof.

Badge Types Security badges are to be used for job purposes only

Non AOA-Non SIDA badge Blue Issued to employees needing access through security checkpoints. Provides access to additional areas such as a storage area, closet or elevator in the sterile area of the airport. No training required.

AOA-SIDA badge Red Issued to employees working in the AOA-SIDA, this badge must be displayed at all times. SIDA training required.

Secured SIDA badge Yellow Issued to employees working in the SIDA, this badge must be displayed at all times. Provides access to additional areas such as loading docks. SIDA training required.

New Company Procedure Before the badging process can begin, all new and returning companies must:

• Complete a company profile.

• Select two employees to serve as authorized company signers.

• Have each signer complete a company signer letter.

• Ensure sponsoring company has completed a sponsor company letter.

All forms are available at www.myMSPconnect.com/badging. Once all forms are received and approved, both of your authorized company signers need to register for a signer session. These signer sessions are offered twice a month on Tuesdays. Visit www.myMSPconnect.com/badging to view a current signer training schedule.

When both signers complete training, clear the fingerprint process and receive their badges, they may begin signing applications for their employees. Allow a minimum of three weeks from the time the letters are received to when the signers may begin signing applications for their employees.

http://www.mymspconnect.com/badging

Badging Process for Employees

1. The employee completes an electronic badge application which will be sent to the applicant by email or text message.

a. Use of the new Online Badging Application portal is highly recommended and can expedite processing and reduce errors on applications.

2. An authorized company signer must review the application and the employee’s credentials, then complete the authorized company signer portion of the application form.

3. The employee reports to the Badging Office after the online application has been submitted, two credentials and $60 (check, credit card, or company billing) during Badging Office hours. A badging appointment or joining the walk-in queue is required to be processed.

Once the employee has been fingerprinted, the employee cannot obtain a concourse pass; he or she must wait until their background check has cleared before beginning to work at the airport.

Badging services require an appointment or a spot in the walk-in queue. Instructions can be found at: http://www.mymspconnect.com/badging/appointmentsjoin-queue

4. Clearance notifications are updated on the MSP Signer Portal in real time. The primary company signer will be emailed a notice of clearance, typically within 3-15days. (Foreign born applicants may take longer).

5. If the employee is receiving a Non AOA-Non SIDA badge, they may pick-up their badge Monday- Friday from 7:00 a.m. to 2:30 p.m. without an appointment at the 3rd Floor Badging Office front desk. Only the employee can pick-up their badge; badges will not be given to an employee’s representative.

6. Access throughout secure areas will be limited to work-related doors only. Access must be kept to an operational minimum.

7. If the employee is receiving an AOA-SIDA or SIDA badge, they must attend a SIDA training class.

They cannot attend a class until their background check has cleared. To take the training class, employees should report to the Learn Center (directly behind the Badging Office) front desk, on Level 3 of the Hub building, located between the Terminal 1 Blue and Red parking ramps, between the hours of 7:00am and 1:30pm, Monday through Friday. The class is self-paced and is on a computer.

8. At the time of badge pick-up, badging fees will be billed or collected.

9. Security badges are issued for varying lengths of time, not to exceed two years.

10. *If a badge holder is convicted of a disqualifying criminal offense, they must notify the airport police at 612-467-0623 within 24 hours.

http://www.mymspconnect.com/badging/appointmentsjoin-queue

Badging Office Location The MSP Badging Office is located on Level 3 of the Terminal 1 general parking Hub building, between the Red and Blue parking ramps.

Directions From the Terminal 1 inbound roadway: Enter public parking. Stay in the right lane and follow the roadway to the back set of up helixes. The Blue ramp is on the left and the Red ramp is on the right. Enter the Hub building and proceed to Level 3 via the elevators.

From Terminal 2: Take the light rail to Terminal 1 and proceed to the Tram Level. Walk past the trams and take the elevator to Level 3.

From Terminal 1: Go to the Tram Level and take the tram to public parking. Exit the tram and take the elevator to Level 3.

Terminal 1 Short-Term Parking: Enter the terminal and proceed to the Tram Level. Take tram to the public parking ramp and take the elevator to Level 3.

Office Hours and Class Times The below times are subject to change. For the most updated hours, or holiday hours, visit www.myMSPconnect.com/badging.

Office hours Day Open Close Monday 7 a.m. 3 p.m.

Tuesday 7 a.m. 3 p.m.

Wednesday 6 a.m. 3 p.m.

Thursday 7 a.m. 3 p.m.

Friday 7 a.m. 3 p.m.

Saturday & Sunday closed MAC-observed holidays closed

SIDA Classroom Hours Classroom hours are Monday – Friday 7:00 a.m. to 1:30 p.m. No admittance after 1:30 p.m.

SIDA Interpreter Class SIDA class for non-English speaking badge holders and interpreters will be in the 3rd Floor Learn Center.

Pre-registration with the Badging Office is required; email APDLearnCenter@mspmac.org to register.

Authorized Signer Sessions The class is offered twice a month on Tuesdays. Check www.myMSPconnect.com/badging for upcoming classes. To register, email registration@mspmac.org.

mailto:registration@mspmac.org

Fees and Payment Options The below fees are subject to change. Visit www.myMSPconnect.com/badging for the most updated fees.

Badging fees Badge $30

Fingerprint fees Fingerprint processing $60

Once a person has been fingerprinted, he/she cannot obtain a concourse pass.

Lost or Stolen Replacement Fees First time $100 Second time $150 Third time 30–day suspension

If a lost badge is recovered and returned within 30 days of badge expiration, a refund for the replacement fee, minus the $30 badge fee, will be issued by mail.

Payment Methods

• Contact Brandy Cowan (Brandy.Cowan@mspmac.org) with direct billing questions or to obtain a direct billing application.

• Companies with contracts that are less than three months will be required to pay with check or with credit card at the time of service.

• Check, payable to the MAC (Metropolitan Airports Commission)

• Credit/Debit cards (Visa, MasterCard, American Express, Discover)

Badging Restrictions

• Employees must be performing official job duties when using their badges.

• Badge holders can only be in authorized areas.

• Badge swapping/loaning is not allowed.

• Employees may only use the badge they’ve been issued.

• Never knowingly use an expired badge.

• Notify the Badging Office within 10 days of name, address changes, phone, or email changes.

• Never use a badge to gain access to a sterile concourse in order to board a flight. In other words, do not use it when going on a vacation.

• Never seek entry to or exit from a sterile area except through designated entrances or exits.

Use the proper doors.

• Always enter sterile areas by going through a checkpoint or card reader that has been installed to inspect or approve your access.

• Never falsify, forge, counterfeit, alter, or tamper with any badge.

• Never tamper with or hamper the operation of any security device.

Access Changes If an employee does not have access to a door or area that is necessary for the completion of his/her work duties, an access change form can be completed. This form can be found at www.myMSPconnect.com/badgeforms. Completed Access Change Request forms and emails with questions regarding access must be emailed to access@mspmac.org. For immediate assistance with access, please call the Airport Police Department Communications Center at 612-726-5577.

mailto:Brandy.Cowan@mspmac.org http://www.mymspconnect.com/badgeforms mailto:access@mspmac.org

Piggybacking

• Piggybacking is strictly prohibited. Piggybacking is the practice of allowing someone to follow you through a security door without badging in themselves.

• Each badged person entering a secured area is required to gain access by use of their own valid security identification badge. Never assume someone has access rights.

• Badge holders are responsible for the security of each door they use until the door is shut and secured behind them. Signage has been installed as a reminder. Violators will be cited.

Badge Return

• Badges must be returned immediately to the Badging Office or the Airport Police Department if:

o An employee quits.

o An employee transfers or reassigns.

o An employee is terminated.

o A badge expires.

o The Airport Police request a badge be returned.

• All MSP security badges are airport property. A $200 Non-Returned badge fee will be invoiced to the employer if the badge isn’t returned to the Badging Office within 10 calendar days of deactivation; deactivation includes terminations, retirements, and expired badges. There is a badge drop-off safe on the right side of the Badging Office (around the corner). Employees are encouraged to request a receipt when asked to surrender their badge to their employer.

Lost or Stolen Badges Employees are to notify the Badging Office immediately if their badges are lost or stolen. If they locate their badges after reporting it missing, they must return it to the Badging Office. If a badge is returned within 30 days of the expiration date, a refund will be mailed to the address on file (minus a $30 fee).

Employees are held personally accountable for badge replacement costs (see badging fees).

Sterile Area Access Rules If a standard card reader (contains a scanner and keypad) is installed at an access point, hold the badge to the reader, wait for a “beep,” then enter your four-digit PIN number. If the reader is biometric, hold your badge to the reader and place either your index finger or your thumb on the reader for scanning.

The reader will indicate when access has been granted.

Anyone who accidentally sets off an alarm must stand by until a police officer arrives.

If a problem is detected or a door is not working properly, go to the nearest phone and dial 9-1-1 for police response.

Badge Cover Policy The MSP Airport security identification badge must be kept in its MAC-issued plastic protector at all times. One will be provided with each badge at no cost. Extras may be purchased for $1. If a badge stops working, return it to the Badging Office. There will be no charge to replace defective badges if they are undamaged and remain secured in the plastic badge protector. However, there will be a $30 fee to replace badges that are no longer in the plastic badge protector.

Employees of Multiple Companies If an employee works for multiple companies at MSP and has been terminated by one of those companies, the employee must immediately report to the Badging Office with an online badge application submitted by each company with whom they remain employed. Continuing to work with a badge that displays multiple companies after leaving employment with any of them may result in a fine and/or having your badge revoked.

Best Practices for Successful Badging of New Employees

Pre-Screening

• Complete the online badge application form with your applicant. This ensures the current application is being used and eliminates most reasons for an application to be denied.

• Review with applicant the TSA and MAC Security Ordinance DISQUALIFYING CRIMES

Questionnaire and Applicant Certification.

• Request a minimum of three emergency contacts as part of the application to ensure future outreach is feasible.

• Contact 612-877-6439 opt. #6 if there are questions regarding an applicant’s response to the

DISQUALIFYING CRIMES Questionnaire.

• Assist in scheduling badging appointments and physically accompany badging applicant to the badging appointment.

• Provide Badge Responsibility Training during orientation and ask each employee to sign acknowledgement of training. Topics should include, but not be limited to: badging restrictions, piggybacking, badge return and lost/stolen badge procedures.

• Confirm applicant’s address on application is current and matches the address on their ID.

• The applicant’s current address must be used on all applications.

Authorized Signers for Applicants

• Authorized Signers must attend training. Check www.myMSPconnect.com/badging for class offerings.

• Only allow Managers or HR staff to become Authorized Signers. Limit the number of Authorized

Signers per company in order to control the process and maintain accountability. Some companies only allow up to two (2) Authorized Signers.

Post-Employment Badge Collection

• Notify badging immediately upon employee’s termination or resignation.

• Call and send email to employee and tell them to return badge. Provide a deadline for response and state a welfare check may be performed by local law enforcement in the event of no response by the deadline.

• Contact emergency contacts for the employee if necessary.

• Contact police for welfare check if necessary.

• Keep badging office updated on status of badge collection.

• Have the Badging office send a demand letter to the former employee if badge is not returned.

Provide a Badge Return Receipt to the employee in order to provide a “chain of custody” for the badge to protect the employee, manager, and/or HR. Note: *Some companies turn off the employee’s direct deposit and utilize small claims court to re-claim badges and fees. Consult with your legal department regarding what steps your company is allowed to perform when collecting badges.

Common Mistakes Applicants Make

• Below are common reasons why applicants are rejected at the badging office. Please make sure the applicants are fully prepared with all proper documentation prior to their appointment.

o No second ID provided.

o Social Security Number entered incorrectly.

o Adding company to badge but didn’t have second application.

o No badge application.

o No proof of citizenship document.

o The names on ID’s don’t match each other (even if off by one letter).

o Photocopies of ID’s.

o Application hasn’t been submitted by Signer.

o Attempting to pick up badge more than 30 days after their background check clears.

o Address on badge application/driver’s license are not current/do not match.

o Expired IDs.

Penalties for Airport Security Ordinance Violations Metropolitan Airports Commission Security Ordinance 117 outlines the rules of conduct for the public, badge holders and airport tenants while at the airport and the penalty for violations thereof. Visit www.metroairports.org to review security ordinance 117 and others.

Administrative Sanction

• Possible sanctions include:

• Warning letter

• Mandatory security class

• Security badge suspension

• Security badge revoked permanently

Criminal Citation All security ordinance violations are misdemeanors. These may result in a Hennepin County citation and penalties that could include a fine of $1,000 and/or up to 90 days in jail.

TSA Civil Penalty The Transportation Security Administration can issue a civil penalty of up to $13,910 against individuals for security violations.

Badging Contact Information

• Badge Swipe/Data Requests: badgingdatarequests@mspmac.org

• Access Requests: access@mspmac.org

• Badging, including deactivations/Terminations: badging@mspmac.org

• Company/Signer-related Issues: security@mspmac.org

• Use www.myMSPconnect.com/badging for other information

• Authorized Signer Portal: mspsignerportal@mspmac.org

• MSP Backgrounds Email: mspbackgrounds@mspmac.org (for Criminal History questions)

• Badging Office: 612-467-0623

• Aviation Security Division phone tree: 612-877-6439 (for public use)

• If you have an immediate concern not listed here, please call Police Administration at 612-726-

5115.

• After Hours Badging concerns: 612-726-5577 mailto:badgingdatarequests@mspmac.org mailto:badging@mspmac.org mailto:security@mspmac.org http://www.mymspconnect.com/badging mailto:mspsignerportal@mspmac.org mailto:mspbackgrounds@mspmac.org

TSA SECURITY SCREENING AND CHECKPOINT INFORMATION

Security Checkpoint Locations and Hours The TSA provides 24-hour checkpoint access at Terminal 1 via the North Checkpoint. The North Checkpoint provides a dedicated screening lane for employees from 3:30am – 2:30pm daily.

NOTE: The Skyway Security Checkpoint is closed until further notice. Updates to this checkpoint will be announced by email to tenants.

The Skyway Security Checkpoint is also available for employees Monday through Friday, 5:30 a.m.-1:15 p.m. See directions below:

• By Car: Park in the Red or Blue Parking Ramp and take the elevator to Level 2.

• By Bus: Take the escalators up one level from the Transit Center to Level 2.

• By Light Rail: Take the elevator up to Level 2 or follow the escalators up three floors to

Level 2.

At Terminal 2, checkpoint hours are 3:30 a.m. – 10:00 p.m.

Prohibited Items On the top of the TSA.Gov website, there is a tool called “What Can I Bring”. You can use this tool to ask about an item and if you can bring through a checkpoint.

If you have further questions about what a prohibited item is, the full list is available at www.tsa.gov/travel/security-screening/prohibited-items. Weapons, sharp objects, liquids larger than 3 ounces, tools, explosives, and flammable objects are all included in this list.

Bringing in Contractors or Others with Tools In general, if a contractor does not have SIDA badge access, then “Tools of the Trade” can be brought through a checkpoint under the care of an MSP badged employee and the badged employee must maintain control of/be responsible at all times for the tools in the sterile area.

The contractor must have a concourse access pass or a boarding pass to enter through the checkpoint.

The TSA checkpoint supervisor has the right to question and approve/deny access of tools based on their security situational awareness.

MSP employees may bring in their own “tools of the trade” for repairs in their unit.

TSA Contact Information TSA Customer Service: 1-866-289-9673 TSA MSP Customer Service: 612-486-5460 http://www.tsa.gov/travel/security-screening/prohibited-items

Concourse Access Pass Procedures and Guidelines Concourse access is permissible for visitors through the Concourse Pass Procedure. Only Authorized Company Badge Signers for the tenant may authorize a concourse pass.

The requestor should send all pass requests using a MAC-provided gate pass template. This Excel file can be obtained by emailing ConcoursePass@mspmac.org.

Requests for passes via telephone will not be accepted.

The request must include:

• The reason for the visit.

• The date and time of the visit.

• Which terminal the pass will be picked up at.

• Expected time of arrival to the airport.

• Full first, middle, and last name exactly as it appears on the visitor’s government-issued photo identification (incomplete or non-matching names may be turned away).

• Visitor’s date of birth.

• Visitor’s gender (must match the ID).

Please make every attempt to request a pass at least 24-hours before it is needed to guarantee timely processing.

Upon arrival, visitors must present a valid, government-issued photo identification, such as a State driver’s license, to the Departure Level Information Booth of Terminal 1 or the Information booth near the car rental facilities at T2, to receive their pass.

NOTE CHANGES TO PASS PICK UP HOURS FOR TERMINAL 1:

Access to Terminal 1: Effective Dec 19, 2024, new hours will be 5:00 a.m. to 7:00 p.m. – seven days a week. Concourse passes will not be available after 7:00 p.m. at Terminal 1. Concourse passes may be picked up at the Information Booth on the Departures Level of Terminal 1.

Access to Terminal 2: Concourse passes may be picked up at the Information Booth located near the car rental counters on the Ground Level of Terminal 2 between the hours of 7:00 a.m. to 11:45pm, seven days a week. An accurate time of pass pick up must be indicated on the request.

The CES staff working the information desk break for one hour between 7:00 a.m. and 3:30 p.m. at both terminals, and 3:30 p.m. – 11:45 p.m. at Terminal 2.

If there are any concerns, please contact Paul Fudenberg, Manager of Customer Experience:

Paul.Fudenberg@mspmac.org

Pass Guidelines

• Passes must not be used to circumvent the badging process.

• A pass will not be issued to any current badge holder that has forgotten or lost their MAC badge.

• Passes cannot be obtained for the purpose of employees working in the airport, such as for coverage from another street-side location with people who do not have a badge.

• A pass cannot legally be provided to any person in the process of obtaining a badge.

• Concourse Pass requests should be emailed to ConcoursePass@mspmac.org.

mailto:ConcoursePass@mspmac.org mailto:Paul.Fudenberg@mspmac.org

• Minors (under 18 years old) are not required to have identification but will be issued a pass as long as they are chaperoned by an adult.

• If you sublease space through another tenant, you must contact their designated pass requestor.

• An issued pass is valid for 24-hours and may be used several times throughout the day.

• If a visitor requires passes for multiple days, a separate request must be sent for each day.

• Passes will only be issued without prior request if an individual wishes to attend a MAC

Commission Meeting or any MAC public meeting.

• Seven (7) concourse passes in total are allowed per person in a lifetime. Exceptions apply if attending public meetings.

Contractors Accessing the Airport Secure Area A Concourse Pass will need to be issued for the Contractor, and a badged employee needs to bring Contractor tools through a TSA security checkpoint. That badged employee must stay with the tools at all times and ensure they have exited the secure area.

Contractors Concourse Pass Procedure / Contractor Tools and Prohibited Items

Operations Flow Chart – Who to Contact

OPERATIONS INFORMATION

Receiving & Sending Mail at the Airport Starting Mail Delivery Service For United States Postal Service (USPS) mail delivery to your business, please contact Janet Lasso, USPS manager of customer service of the Twin Cities AMC/Elway Station, at 651-699-2762.

An example of a business-mailing address is:

Parent Company - Store Name (if applicable) 4300 Glumack Drive, Suite ________* St. Paul, MN 55111

* IMPORTANT! Do not omit the Unit ID# / Suite #. Incorrectly addressed mail does not always make it to the Tenant or the MAC Administrative Offices (in T1) to be rerouted. Incorrectly addressed mail may be lost/returned.

Include the name of your parent company in the first line of the address. For example, Delaware North is the parent company, Twins Grill is the affiliated store with them. The address should read Delaware North - Twins Grill . Another example would be SSP - Republic. If to an office, just use the Suite #.

Each of your business locations are identified by Unit ID numbers found on a plaque above your unit door. Example: LT-3100

If you are receiving personal mail at your work location, please make sure the sender includes the company name, address, and Unit ID#.

Shipping and Receiving Parcels All packages delivered by parcel service carriers (UPS, FedEx, Spee-Dee—inbound/outbound) for MSP tenants and concessionaires at T1 and T2 will be managed by Bradford Airport Logistics (BAL) at the new Receiving & Distribution Center (RDC). Parcels’ ship-to information must include tenant name, company name, office space number and be addressed to either Terminal 1 or Terminal 2 to ensure delivery (Please see addresses below).

Note: Any parcels from companies like FedEx, UPS, and Spee-Dee Delivery will be processed by BAL and routed. Parcels via USPS or Amazon will not be routed.

Parcel Hours of Operation Monday through Friday 3:00 am – 2:00 pm Saturdays 3:00 am – 1:00 pm Airport Addresses – For Your Reference

Terminal 1 Terminal 2

[COMPANY NAME]

[Attn: Contact Name] 4300 Glumack Drive

[add applicable Suite #] St. Paul, MN 55111

[COMPANY NAME]

[Attn: Contact Name] 7150 Humphrey Drive [add applicable Suite #]

Minneapolis, MN 55450

Metropolitan Airports Commission Addresses

General Offices [Attn: Applicable MAC Dept]

6040 28th Avenue South Minneapolis, MN 55450

[Attn: Applicable MAC Dept or Contact Name] 4300 Glumack Drive

Suite 3000 St. Paul, MN 55111

Tenant Mailboxes Please note: Bradford Airport Logistics does not handle USPS mail. In addition, Amazon deliveries are not accepted at the CRDC due to security guidelines. When ordering from Amazon please select either UPS or FedEx as your preferred carrier.

Tenant mailboxes are located in the West Mezzanine area. If you are interested in mail service at Terminal 1, call the number below and request a New Tenant Mailbox at MSP.

United States Post Office - Elway Station Supervisor 651-698-6061

Telephones – Regulations on the use of Multi-Line Telephones What is the issue?

When first responders receive a 9-1-1 call, their computer system automatically generates an address based on the phone number. While this approach can save time and avoid confusion, it doesn’t always work as well for businesses with several locations that use modern, multi-line telephone systems. For example, the technology behind these multi-line systems may provide the main address of the organization rather than the specific location from which a call is placed. There are also several other technological issues associated with multi-line telephone systems that can slow emergency responders if the telephone system is not properly programmed.

To avoid confusion and delay in an emergency, business owners/operators have a responsibility to take specific steps to comply with government 9-1-1 telecommunications requirements. Taking compliance actions now will help ensure that first responders know where to go when receiving an emergency call from a specific phone number in a multi-line telephone system.

What exactly do businesses need to do?

To comply with State of Minnesota and Federal requirements, business owner/operators using multi-line telephone systems must ensure that:

• Each number is linked to the proper physical/assigned location from which the line would be used

• All lines can dial 9-1-1 services directly without first dialing an extra digit such as 9

• The multi-line telephone system generates a central notification for the business so it is aware that a 9-1-1 call has been placed from a business location

• Each telephone line is associated with an accurate “call back” phone number for first responders to use

• Employees and other end users receive training on how to make emergency calls using the multi-line telephone system

Where can I go for more information?

The MSP Airport Emergency Communications Center (ECC) serves as the Public Safety Answering Point (PSAP) for the MSP Campus. The ECC is staffed 24x7 by Emergency Communications Specialists who answer both 9-1-1 and non-emergency requests for services, dispatch Airport Police and Fire, and coordinate medical responses with Allina Health. https://metroairports.org/emergency-communications-center-provides-critical-services-msp-247

The Metropolitan Emergency Services Board coordinated with State partners to create a report on 9-1-1 Requirements for Multi-Line Telephone Systems to provide additional information and answers for those responsible for the management of MLTS. https://mn-mesb.org/multi-line-telephone-systems-mlts/

In addition, MAC has a team of staff resources who can help answer questions on this issue. Please contact one of the following to be connected with the MAC MLTS support team:

NAME TITLE CONTACT

Sara Boucher-Jackson Manager, Emergency Communications Center Sara.boucher-jackson@mspmac.org Lauren Petersen Communications System Administrator Lauren.petersen@mspmac.org

Bradford Airport Logistics - Ground Freight and Parcel Receiving and Distributing All concessionaires are required to use Bradford Airport Logistics (BAL) for deliveries and distribution of goods at MSP. BAL’s services are included in the Maintenance, Cleaning and Distribution (MCD) fees in your concessions agreement.

BAL provides:

• Centralized turnkey receiving and distribution operation for all ground freight entering and being used/consumed within both Terminal 1 and Terminal 2.

• Deterrence, detection, and threat control for material containment/security.

• Operation model that reduces total costs, improves travelers’ experiences, enhances concessions revenue, and streamlines deliveries into the airport.

As a new tenant, BAL will arrange a one-on-one training session with you to teach you how to use its Web-based extranet portal system. This extranet portal will allow you to view recent inbound deliveries, view upcoming deliveries, access your bills of lading from any date, verify product delivery with signature and badge capture views, and create and monitor product returns.

Prior to receiving product, you will need to provide BAL with a comprehensive list of your concepts’ key points of contact and their contact information. You will also need to provide BAL with a list of vendors you are authorizing to make deliveries to BAL’s secure dock location, located at 2631 Cargo Road, Minneapolis, MN 55450. A copy of the vendor/carrier/delivery service orientation package can be obtained by emailing msp@bradford-corp.com. Please have your known carriers contact Bradford to have them complete the vetting process prior to scheduling a dock appointment.

Hours and Contact Information

Hours of Operation

Monday through Friday, 3:00 am to 4:00 pm Saturday, 3:00 a.m. to 1:00 p.m.

https://metroairports.org/emergency-communications-center-provides-critical-services-msp-247 https://metroairports.org/emergency-communications-center-provides-critical-services-msp-247 https://mn-mesb.org/multi-line-telephone-systems-mlts/ https://mn-mesb.org/multi-line-telephone-systems-mlts/ mailto:msp@bradford-corp.com

Receiving Hours

Monday through Friday, 3 a.m. to 10:00 am Saturday, 3:00 a.m. to 8:00 a.m.

Mailing Address

2631 Cargo Road Minneapolis MN 55450

Please note that this address is not to be used for parcels “ship to” information--only material deliveries. Parcels arriving for your group or office are requested to have the suite number included in the “ship to” information to assure accurate delivery.

BAL Contact

Phone: 612-713-7457 Fax: 612-713-7486 msp@bradford-corp.com

Vendor Delivery Expectations

• All deliveries must be scheduled in 24 hours in advance with BAL by the vendor.

• Barcode labels with customer coding, storage location number, storage/handling/product class, and container type must accompany all deliveries.