Call Center Transformation Project

1
Continuity Planning, Templates and Tools
PandemicPrep.Org Faith-Based and Charitable-Based
Conference
Tim Woerther and Harlan Dolgin Co-Chairs of
PandemicPrep.Org June 25, 2008
2
Pandemic Planning Assumptions

• It is not a question of if, but WHEN a pandemic
  will strike
• Pandemic will be moderate to severe
• Staffing will be Reduced by 30 to 40
• Volunteers may be reduced by higher percentages
• Buildings and Utilities are Available
• Organizations that plan for a pandemic it will be
  more successful in surviving it intact

3
Business Continuity Program
The Approach
Risk Assessment
Information Technology
Recovery Strategy
Testing and Maintenance

Subsidiaries
Operations
Writing Plans
4
Business Impact Analysis (BIA)
BIA Allows you to Determine what are the Most
Critical Functions that Must be Performed for
your Business to Survive. Update the BIA to
Address Pandemic Issues.
5
Business Continuity Program
The Approach
Risk Assessment
Information Technology
Recovery Strategy
Testing and Maintenance

Subsidiaries
Operations
Writing Plans
6
Recovery Strategies

• Employee Preparedness
• Crisis Management Teams
• Facility Preparedness
• Work from Home vs. in Office
• Human Resource issues
• Legal Issues

7
Business Continuity Program
The Approach
Risk Assessment
Information Technology
Recovery Strategy
Testing and Maintenance

Subsidiaries
Operations
Writing Plans
8
Planning Phase Writing Your Plan

• How will critical functions get done with
  30-50 less staff or volunteers?
• Identify in writing what functions will be
  delayed
• Cross training of critical employee functions
• Write up HR rules to be in effect during a
  pandemic
• Identify whether contractual obligations can be
  met
• Write a communications plan in advance

9
Business Continuity Program
The Approach
Risk Assessment
Information Technology
Recovery Strategy
Testing and Maintenance

Subsidiaries
Operations
Writing Plans
10
Testing and Maintenance
Exercising the Crisis Management Plan The Crisis
Management Plan must be Tested (Exercised) on a
Periodic Basis to Ensure it will be Effective At
Time of Activation. For a pandemic, this is
usually done by a table top exercise, where the
plan is discussed at length to insure it can be
implemented and covers all critical issues.
11
Business Continuity Program
The Approach
Risk Assessment
Information Technology
Recovery Strategy
Testing and Maintenance

Subsidiaries
Operations
Writing Plans
12
Command Center Activation
13
Questions