pandemic templates and how to use them - welcome to
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Pandemic Templates Pandemic Templates
And How To Use ThemAnd How To Use Them
PandemicPrep.OrgPandemicPrep.OrgQuarterly ConferenceQuarterly Conference
Centene CorporationCentene Corporation November 14, 2007
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Business Continuity and Business Continuity and the Avian Flu Pandemicthe Avian Flu Pandemic
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Objective: Objective:
To ensure the well-being of our employees and business To ensure the well-being of our employees and business continuance in the event of an Avian Flu Pandemic.continuance in the event of an Avian Flu Pandemic.
Outcome: Outcome:
To reduce the impact of a pandemic on our employee To reduce the impact of a pandemic on our employee base, business operations, and key stakeholders, while base, business operations, and key stakeholders, while enhancing our existing Business Continuity Program.enhancing our existing Business Continuity Program.
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Key StakeholdersKey Stakeholders: :
• Senior LeadershipSenior Leadership
• Employees and their familiesEmployees and their families
• Customers and Suppliers Customers and Suppliers
• Federal and State Agencies Federal and State Agencies
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Business Continuity Planning versus Pandemic PreparednessBusiness Continuity Planning versus Pandemic Preparedness
Business Continuity
Pandemic Preparedness
Purpose Prepares us for an interruption to our business processes
Framework for decision making that effects the whole company
Health and Safety Moderately addressed Major factor
Scope Broad Scope Limited Scope
Response Landscape
Assumes we may be involved in a recovery event for an incident
Assumes one, several or all business areas are affected.
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Business Continuity Planning versus Pandemic PreparednessBusiness Continuity Planning versus Pandemic Preparedness(continued)(continued)
Business Continuity
Pandemic Preparedness
Key Players Business process owners and Information Technology personnel
Critical input is top-down from Senior Management
Foreseeability Usually very little warning involved
More likely that a pandemic will involve pre-warning
Absenteeism Not a major factor High absenteeism in multiple markets for an extended timeframe
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The Approach:The Approach:
Business Continuity ProgramBusiness Continuity Program
Perform BusinessImpact Analysis
Input to Business Continuity Software
Test at RecoveryFacility
Update BusinessContinuity Plans
InformationTechnology
Operations Subsidiaries
RiskAssessment
WritingPlans
Recovery
Strategy
Tes
ting
and
Mai
nten
ance
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Risk AssessmentRisk Assessment
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Start with Assumptions BecauseStart with Assumptions Because: :
• Planning for an Pandemic can be OverwhelmingPlanning for an Pandemic can be Overwhelming
• Avoids “Analysis Paralysis”Avoids “Analysis Paralysis”
• Key to Effective PreparednessKey to Effective Preparedness
• Ensures all Parties Anticipate the same EventEnsures all Parties Anticipate the same Event
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More Reasons to Start with AssumptionsMore Reasons to Start with Assumptions• Maximizes Focus by Limiting the UniverseMaximizes Focus by Limiting the Universe
• Provides a Filter to See the Need for ChangesProvides a Filter to See the Need for Changes
• Provides a Forum for Critical ReviewProvides a Forum for Critical Review
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Assumptions TemplateAssumptions Template• Business Continuity Plans are Up-To-DateBusiness Continuity Plans are Up-To-Date
• Staffing will be Reduced by 30% to 50%Staffing will be Reduced by 30% to 50%
• Key Applications are AvailableKey Applications are Available
• Office Infrastructure is Available and Functional:Office Infrastructure is Available and Functional:
• Phones/Faxes/Mail ServicesPhones/Faxes/Mail Services
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Assumptions Template (continued)Assumptions Template (continued)• Network Availability will be Restricted:Network Availability will be Restricted:
• Selected Individuals/FunctionsSelected Individuals/Functions
• Internet/Web ServicesInternet/Web Services
• Email/Electronic Funds TransferEmail/Electronic Funds Transfer
• Information Technology Output will be Reduced Due to:Information Technology Output will be Reduced Due to:
• Staff ShortagesStaff Shortages
• Quarantined BuildingsQuarantined Buildings
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Assumptions Template (continued)Assumptions Template (continued)• No New Accounts will be AcceptedNo New Accounts will be Accepted
• Vendors/Suppliers will be Available but Short on StaffVendors/Suppliers will be Available but Short on Staff
• Plans will be Readjusted based on Directives from:Plans will be Readjusted based on Directives from:
• World Health Organization - WHOWorld Health Organization - WHO
• Center for Decease Control - CDCCenter for Decease Control - CDC
• Senior ManagementSenior Management
• Add your Own!
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Business Impact Analysis (BIA):Business Impact Analysis (BIA):
BIA Allows you to Determine what are the Most Critical BIA Allows you to Determine what are the Most Critical Functions that Must be Performed for your Business to Functions that Must be Performed for your Business to Survive. Survive.
Update the BIA to Address Pandemic Issues.Update the BIA to Address Pandemic Issues.
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Questions Answers
What is the primary mission of this business function?
What are the critical processes and functions necessary during a 50% absenteeism scenario?
What equipment, vendors, resources, etc. are necessary to deliver these processes?
Are there alternative methods or locations for delivering the above items?
What other business units are needed to deliver this critical process or function?
Have back up plans been identified for this critical process or function?
Template For Updating BIATemplate For Updating BIA
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The Approach:The Approach:
Business Continuity ProgramBusiness Continuity Program
Perform BusinessImpact Analysis
Input to Business Continuity Software
Test at RecoveryFacility
Update BusinessContinuity Plans
InformationTechnology
Operations Subsidiaries
RiskAssessment
WritingPlans
Recovery
Strategy
Tes
ting
and
Mai
nten
ance
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Recovery StrategyRecovery Strategy
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Flow of InformationFlow of Information
Command Center Team Members
(Information Hub)
Executive Management
Emergency Response
Damage Assessment Team
Business Continuity
Support Teams
Disaster Recovery
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Command Center Gives Information to Employees
Employees Receive Information/
Provide Feedback
Executive Leadership Communicates
Next Steps To Command Center
Flow of InformationFlow of Information
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Employee Awareness TemplateEmployee Awareness Template
Identify Key Spokespersons for Internal/External Correspondence
• CEO, Vice President (VP) of Human Resources (HR), VP of Public Relations (PR), etc.
Create Dedicated Webpage on Intranet
• Provide Initial Messages, Updates, Q&A Forum, E-mail Address for Employee Questions
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Employee Awareness Template (continued)Employee Awareness Template (continued)
Create Pandemic Messaging• Initial Announcement, Pandemic-Specific
Messaging on Business Continuity Plan, HR Updates, Questions & Answers (Q&A) Updates, etc.
Create Awareness Materials• Tip Sheets, Educational Brochures, Posters,
Home Mailers with Important Phone Numbers, Training Video, etc.
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Employee Awareness Template (continued)Employee Awareness Template (continued)
Launch Awareness Campaign• Lunch-n-Learn Series, Distribute Training Video
and Communications Materials • Provide Education Training via Health
Practitioner (Visiting Nurse or Doctor)• Establish Information Centers for all Corporate
Office Locations (Handouts)• Publish Articles in Internal Publications
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Employee Awareness Template (continued)Employee Awareness Template (continued)
Launch Awareness Campaign• Send Memo from Head of HR that Encourages
Managers to Discuss Communications Materials in Existing Staff Meetings
• Announce Employee Training Provided by HR
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Human Resource Preparedness TemplateHuman Resource Preparedness Template
• Modify or Create New HR Policies • Develop Alternate Work Schedules and Staff for
Processing Payroll• Identify Minimum Staffing Levels and Critical
Tasks• Create Database of Employee Skill Set to
Implement Back Up Staff – Cross Training
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Human Resource Preparedness TemplateHuman Resource Preparedness Template
• Verify Operational Plans from Payroll, Health Insurance, EAP and Daycare Vendors
• Research Alternate Payroll Options (i.e. Debit Cards)
• Verify Pandemic Plan from HR Vendors• Identify Minimum Staffing Levels/Critical Tasks
with Each Business Unit
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Crisis Management Preparedness TemplateCrisis Management Preparedness Template
– Build Out a Command Center• Train the Trainer Session for Managers in Order to
Operate the Command Center. – Identify Crisis Management Team – Create Employee Monitoring System
• Allows Notification via Voicemail, Text Messaging. Retrieves Real-Time Data on Worker Status for Web Posting
– Update Data for Phone Tree Regularly
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Subsidiary Preparedness TemplateSubsidiary Preparedness Template
– Review of Business Continuity Plans– Clarify Operational Responsibilities – Document Critical Business Tasks– Plan for Regulatory Impact– Determine Risk, Policy and Reimbursement Issues,
and Penalties
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Facility Preparedness TemplateFacility Preparedness Template
– Identify and Install Hygiene Tools• Hand Sanitizers• Masks
– Identify Local Emergency Facilities• Hospitals• Fire/Police• Ambulance
– Build-out a Sick Room (Quarantine) – Communicate with Other Tenants in the Building
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The Approach:The Approach:
Business Continuity ProgramBusiness Continuity Program
Perform BusinessImpact Analysis
Input to Business Continuity Software
Test at RecoveryFacility
Update BusinessContinuity Plans
InformationTechnology
Operations Subsidiaries
RiskAssessment
WritingPlans
Recovery
Strategy
Tes
ting
and
Mai
nten
ance
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Writing PlansWriting Plans
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Business Continuity Plan (BCP):Business Continuity Plan (BCP):
Review BCP Procedures, Call Trees, and Checklists to Review BCP Procedures, Call Trees, and Checklists to determine what needs to be updated to prepare for a determine what needs to be updated to prepare for a pandemic.pandemic.
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Pre-Pandemic TemplatesPre-Pandemic Templates
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Event Message Spokesperson Method of Delivery Owner
Management issues “Go Live” to crisis status.
Memo announcing threat has been issued; company operating under contingency plan.
CEO •E-mail•Intranet posting•Voicemail
Corporate Communications/Internal
Release follow-up documents:• HR pandemic policies• Safety procedures• Business Continuity
Head of Human Resources (HR)
•E-mail•Intranet posting•Voicemail
Human Resources, Business Continuity, Corporate Communications/Internal
Release message of 1-800 number hotline/e-mail through emergency notification software.
Information Disbursement Coordinator (IDC)
•E-mail•Intranet posting•Voicemail
IT/Service Desk
Release external communications guidelines to all employees.
Head of HR • E-mail•Intranet posting
Corporate Communications/External
Release internal communications guidelines to local subsidiary presidents and corporate managers.
Head of PR • E-mail• Voicemail
Corporate Communications/Internal
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Event Message Spokesperson Method of Delivery Owner
Command Center receives status reports from all locations.
Memo updating employees on overall state of the company with reminder to check for updates.
CEO •E-mail•Intranet posting •Voicemail
Corporate Communications/Internal
Localized memo for members: •Company open to provide support• Give out safety tips from Red Cross
Local subsidiary President
• Voicemail • Local website posting• e-mail
Corporate Communications/Internal
Localized memo updating employees on office status.
Local subsidiary President; Head of HR
•E-mail•Intranet posting (local viewing only)•Voicemail
Local subsidiary President with assistance from Corporate Marketing and Communications (CM&C) if necessary
Release status report on employee attendance, office open/closed status.
IDC •E-mail•Intranet posting•Voicemail
Business Continuity/Facilities Management
Release reminder memo to managers to send updated phone tree to Command Center
IDC • E-mail• Intranet posting• Voicemail
Business ContinuityIT/Internal Comm.
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Event Message Spokesperson Method of Delivery Owner
Command Center receives employee feedback.
Memo updating employees on state of the company with separate Q&A document.
CEO •E-mail•Intranet posting•Voicemail
Corporate Communications/Internal
Localized memo updating employees on office status. (ongoing)
Local President; Head of HR
•E-mail•Intranet posting (local viewing only)•Voicemail
Local Subsidiary President with assistance from CM&C if necessary; CM&C/Internal for corporate.
Release status report on employee attendance, office open/closed status.(ongoing)
IDC •E-mail•Intranet posting•Voicemail
Business Continuity/Facilities Management
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Event Message Spokesperson Method of Delivery Owner
Corporation receives local/national media inquiries.
Provide most current information available that is not confidential in nature
Director of Corporate Communications
•Live interview•E-mail•Voicemail
Corporate Communications/External
Subsidiaries receive local media inquires.
Provide most current information available that is not confidential in nature
Either Director of Corporate Communications or local subsidiary President
•Live interview•E-mail•Voicemail
Corporate Communications/External
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At Time of Pandemic TemplatesAt Time of Pandemic Templates
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Event Mode of Operation Method of Delivery Owner
Management issues “Go Live” to crisis status.
Activate Emergency Notification Service (E.N.S.)
•Computer Server•Pre-populated e-mail distribution lists
TBD
Bring Command Center and Intranet Pandemic Website Online
•E.N.S Service Desk
Implement Virtual Command Center
• E.N.S.• Intranet
Members of the Command Center
Verify communication with senior executives
• E.N.S. Business Continuity
Issue declaration that we are in a pandemic mode of operation.
•E.N.S•E-mail•Voicemail/text•Intranet
Members of the Command Center
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Event Mode of Operation Method of Delivery Owner
Management issues “Go Live” to crisis status.
Implement alternate work schedule and sick leave policies.
•E.N.S.•E-mail•Voicemail•Intranet
Human Resources
Initiate social distancing methods/etiquette awareness.
•E.N.S•E-mail•Voicemail•Intranet
Internal Communications/HR
Minimize staff travel • E.N.S. Members of the Command Center/HR
Limit office visits of third-party vendors and visitors.
• E.N.S.• Voicemail to Guard Desks/Security Personnel
Facilities Management
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Event Mode of Operation Method of Delivery Owner
Management issues “Go Live” to crisis status.
Local subsidiaries issue staff role call and determine office status.
•E.N.S.•E-mail•Voicemail•Intranet
Local Command Center
Local subsidiaries review business contracts to evaluate and determine core services.
•E.N.S•E-mail•Voicemail•Intranet
Local Command Center
Local subsidiaries verify vendor relations (Are third-party vendors able to provide service?)
• E.N.S.•Intranet/Scorecard
Local Command Centers
Establish check point calls • E.N.S.• Intranet• Voicemail
St. Louis Command Center/Local Command Centers
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Event Mode of Operation Method of Delivery Owner
Command Center receives status report from all locations.
Establish check point calls • E.N.S.• Intranet• Voicemail
St. Louis Command Center/Local Command Centers
Local subsidiaries review business contracts to evaluate and determine core services.
•E.N.S•E-mail•Voicemail•Intranet
Local Command Center
Local subsidiaries verify vendor relations (Are third-party vendors able to provide service?)
• E.N.S.•Intranet/Scorecard
Local Command Centers
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Examples of Activities SuspendedExamples of Activities Suspended
– Generic Mailings and Print– Normal Escalation Protocol– New Business Development for Project Management– Adjust I.T. Services to Focus on Tier 1 and 2– Financial Block Payments and Disbursements
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Examples of Activities RepurposedExamples of Activities Repurposed
– Human Resources Staff will be Repurposed (Reassigned) to Serve as Generalists Assisting with Benefits Administration Issues while Focusing on Payroll and Finance.
– Network Management – Repurposed to Maintain Online Directory Services and Distribute Cell Phones, Lap Tops, etc.
– Others
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Post-Pandemic TemplatesPost-Pandemic Templates
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Event Message Spokesperson Method of Delivery Owner
Command Center receives word that pandemic has subsided.
Memo announcing pandemic is over and company will start to resume normal operations.
CEO •E-mail•Intranet posting•Voicemail
Corporate Communications/Internal
Release facilities transition back-to-normal schedule
IDC •E-mail•Intranet posting•Voicemail
Business Continuity/Facilities Management
Localized memo updating employees on office status and transition back to normal status.
Local President; Head of HR
•E-mail•Intranet posting (local viewing only)•Voicemail
Local Subsidiary President with assistance from CM&C if necessary; CM&C/Internal for corporate.
Release status report on employee attendance, office open/closed status.(Ongoing until normal status.)
IDC •E-mail•Intranet posting•Voicemail
Business Continuity/Facilities Management
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Event Mode of Operations Method of Delivery Owner
Command Center receives word that pandemic has subsided.
Review all Command Center log sheets and/or operation reports before returning to normal status.
•E-mail•Intranet posting•Voicemail
St. Louis Command Center/Local Command Centers
Notify senior management, crisis management,other departments and response teams of all clear, return-to-normal status.
•E-mail•Intranet posting•Voicemail
St. Louis Command Center/Local Command Centers
Notify Security and Facility Management of the all clear, return-to-normal status.
•E-mail•Intranet posting (local viewing only)•Voicemail
St. Louis Command Center/Local Command Centers
Establish normal start times. Return to normal escalation methods. De-activate corporate and local command centers.
•E-mail•Intranet posting•Voicemail
St. Louis Command Center/Local Command Centers
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The Approach:The Approach:
Business Continuity ProgramBusiness Continuity Program
Perform BusinessImpact Analysis
Input to Business Continuity Software
Test at RecoveryFacility
Update BusinessContinuity Plans
InformationTechnology
Operations Subsidiaries
RiskAssessment
WritingPlans
Recovery
Strategy
Tes
ting
and
Mai
nten
ance
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Testing and MaintenanceTesting and Maintenance
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Exercising the Crisis Management PlanExercising the Crisis Management Plan
The Crisis Management Plan must be Tested (Exercised) The Crisis Management Plan must be Tested (Exercised) on a Periodic Basis to Ensure it will be Effective At Time on a Periodic Basis to Ensure it will be Effective At Time of Activation.of Activation.
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Managing a Crisis EventManaging a Crisis Event
Companies Design a Process to Manage a Crisis Event Based on their Size, Centralization, and/or Decision-Making Style.
Most Companies Incorporate Some Aspects of the Incident Command System (ICS).
Effective Management Begins with Common Understanding of who Makes what Decisions.
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Declaring a Crisis EventDeclaring a Crisis Event
A Crisis Declaration helps to Limit the Impact of the Crisis.
Formal Declaration is Generally Restricted to a Few Senior Management Personnel.
There may be a Formal Process Leading to a Declaration, but in most Cases it Contains some Subjectivity.
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Declaring a Crisis Event (continued)Declaring a Crisis Event (continued)
Crisis Declarations are Important since they Authorize or Begin New processes.
Once a Crisis Declaration is made Normal Business can be Addressed more Effectively.
Resources can be Allocated to Areas Requiring the Most Attention.
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Command CenterCommand Center
Serves as Central Hub of Information and Meeting Room.
Will be in Operation at Any Time Deemed Necessary.
The Physical Location will be Equipped with Computers, Printers, Digital and Analog Phone Lines, and a Status Update Number with a Recorded Message.
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Federal, State, and Local Public Health Officials Issue a State of Emergency
Senior ManagementDeclares a Crisis
Command Center Team(Crisis Manager, Information Disbursement Coordinator,
and Administrative Specialist)
Other Teams: Business Continuity, Damage Assessment, and Corporate Support Teams
(i.e. Finance, HR, IT, PR, Legal, Risk Management, Admin.)
Command Center ActivationCommand Center Activation
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Command Center RolesCommand Center Roles
1. Crisis Manager, along with the Situation and Department Managers, Help to Determine Whether or Not to Issue a Crisis. It Will Be Necessary to Confer with Other Team Members/Site Leaders Before this Decision is Made.
2. Information Disbursement Coordinator (IDC) is the Primary Contact for Employees, Clients, and Media Communications. The IDC Coordinates and Disseminates Company-Wide Messages/Updates to Key Audiences Internally and Externally.
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Command Center Roles (continued)Command Center Roles (continued)
3. Administrative Specialist Ensures Accurate Documentation of the Situation/Crisis; Notifies and Updates Department Managers on Current Status Situation; and Keeps Incident Log of Events.
4. Other Team Members include IT, HR, PR, Key Business Unit Managers, Facilities Management, Clerical, Compliance, and Business Continuity.
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Virtual Command Center (VCC)Virtual Command Center (VCC)
Is Used in Conjunction with the Physical Command Center.
Allows Key Team Members to be Involved without Traveling to the Physical Command Center which Allows them to Attend to Business.
Twice a Day, or as needed, each Subsidiary will Report into the VCC via a Designated Team Members.
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Virtual Command Center (VCC)Virtual Command Center (VCC)
The VCC will be the Center of Information after a Pandemic Crisis is Declared.
Supporting Technologies Include:• Voice and Data Communications• Information Management• Emergency Notification Software
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SummarySummary
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1. Problem Recognition/Definition
2. Assessment/Reassessment
3. Recognizing and Managing Team Stress
4. Information Management/Communications Tools
5. Decision Making – No Unrecoverable Errors
6. External Communications – Stand with Credible Partners – Monitor and Manage Change Where Agendas Agree and Disagree
7. Utilize Unified Command Concepts
8. Turn Decisions into Action
Principles of SuccessPrinciples of Success
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Glen Woita, DirectorBusiness Continuity ProgramOffice: 314.725.4706 x25568Email: [email protected]
Mike Cannon, Sr. BCP AnalystBusiness Continuity ProgramOffice: 314.725.4706 x25839Email: [email protected]
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