Why workplace recovery is key to your business continuity plan

Why Workplace Recovery Is Key To Your BC Plan Ron LaPedis, AFBCI, MBCP, CISSP-ISSAP, ISSMP

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Used by permission

How Do you Justify Your Budget?

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Do You Read the Entire Safety Card?

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Industry Trends

 VDI and Notebooks / Thin Clients

 Telecommuting is growing – with little thought about recoverability

  Incident Response getting more mindshare

 Workplace relocation and counseling are still an afterthought

© 2015 Sungard AS LP.–All Rights Reserved

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VDI and Telecommuting

� Boot Storm

� Location, location, location

� That other storm…

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Recap: The Purpose of a BCP

Establish a systematic procedure that: � Ensures the safety of human life

� Ensures protection of assets

� Ensures continuity of operations (COOP)

� Clarifies policy expectations

� Prevents the disclosure of sensitive information

� Delineates notification & escalation procedures

� Establishes corrective action

�  Identifies causes and perpetrators

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Local Authorities Are Your BFF

Establish a walkthrough schedule for: � Fire

� Hazmat

� Ambulance / SAR

� Law Enforcement

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Work With Them Before an Incident Occurs

� Understanding how the public sector handles incident response can help them better respond to your incident.

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Work With Them Before an Incident Occurs!

� Understanding how the public sector handles crisis management can help them better respond to your incident.

� And learning the layout of your building certainly doesn’t hurt.

� Bonus: It can also save lives

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The Law Enforcement “Fire Marshal”

� Fire Marshals are responsible for fire safety code adoption and enforcement, fire and arson investigation, fire incident data reporting and analysis, public education and advising Governors and State Legislatures on fire protection

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The Law Enforcement “Fire Marshall”

� Fire Marshals are responsible for fire safety code adoption and enforcement, fire and arson investigation, fire incident data reporting and analysis, public education and advising Governors and Provincial Legislatures on fire protection

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ICS Canada is a Pan Canadian command and control structure used to help manage emergency incidents and planned events. Info and free training are at:http://www.icscanada.ca

The Incident Command System is a proven management system based on successful business practices.

Introduction to ICS

ICS may be used for small or large events. It can grow or shrink to meet the changing

needs of an incident or event

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Introduction to ICS

•  Management by Objectives •  Reliance on Incident Action

Plan •  Manageable Span of Control •  Pre-designated Locations and

Facilities •  Resource Management •  Integrated Communications

•  Chain of Command, Command Unity & Transfer

•  Accountability •  Mobilization •  Information and Intelligence

Management •  Incident Demobilization

ICS may be used for small or large events. It can grow or shrink to meet the changing needs of an incident or event.

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Incident Command

Operations Section

Planning Section

Logistics Section

Finance/Admin Section

Public Information

Officer Safety Officer

Liaison Officer

ICS Structural Overview

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Building Walk Through

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NFPA hazard classification codes

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Building Walk Through

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Try To Avert an Event, But Be Prepared

� Conduct effective employee screening and background checks

� Create a system for reporting signs of potentially violent behavior

� Make counseling services available to employees

� Develop a business continuity plan which includes policies and procedures for dealing with workplace violence, as well as after action planning

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Incident Response

Recovery

Business Continuity

Evacuation (Safety)

Crisis Management

Respond Restore Recover Resume Stabilize Normalize

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Respond

Who decides to activate the Emergency Management Team?

Who activates the Emergency Management Team?

How does the EMT get activated?

Who decides to activate the Crisis Management Team?

How does the CMT get activated?

How does the CMT decide to activate the plan?

What happens if members of the teams are unavailable?

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Make a Decision!

Time

Information Value of decision

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Communications Methods

Rapid communication

�  Needed in a crisis

�  Should be multi-mode

�  Should be out of band – Don’t rely on the network that

just went down

Should be an automated system

�  Phone trees usually don’t work

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•  First Responders

•  Affected employees

•  Customers

•  Partners

•  Press

•  Public

•  Other Stakeholders

Communicate

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Notify affected employees ASAP

�  Where to go, what to do

�  Remind them where to refer press inquiries

Emergency responders

�  Follow engagement plan for fire, ambulance, HazMat, and law enforcement

Don’t forget to notify Sr. Management!

Communicate

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Pre-populated messaging

Communicate

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Law Enforcement

� Who calls law enforcement?

� How is law enforcement called?

� Ensure that legal, marketing/public relations, and executive management are involved before law enforcement is called in a non-emergency

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In an emergency situation, first responders need immediate access to keys, maps, and emergency contact lists.

Crisis managers within the organization also need fast access to information

A crisis is not the right time to be gathering it.

Action - Crisis Response Box

http://seacliffpartners.com/wordpress/?p=555

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Action - Crisis Response Box

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Relocation / Counseling

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Relocation

�  Inaccessible

� Damaged

� Crime Scene

� Command / Triage / Staging

� Bad Memories

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Photo: Lea Suzuki, The Chronicle

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For Official Use Only: Property of the Pima County Sheriff’s Department

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Counseling

You must provide space, comfort, and connectivity to recover your line of business functions when an incident occurs §  Ensure that employees

and their families get the counseling that they need

§  Some employees may not return to work

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Relocation Myths

 My employees can work from home or a coffee shop –  In a regional disaster, will they have power and sufficient

voice and data connectivity? –  What about privacy?

 We will all gather in a hotel –  Does the hotel have space, power, and sufficient voice and

data connectivity? –  How long will it take you to set up your workspace? –  What if there is a convention in town?

 What about regulations (privacy and call recording)? http://blog.sungardas.com/?p=1172

42 © 2015 Sungard AS LP.–All Rights Reserved

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Summary and Actions

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Summary and Action Items

 Responder walkthrough schedule

 Background checks and counseling

 Employee training

 BC plan has crisis management component

 Crisis management plan has activation, escalation, and notification

 Crisis response box


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What’s up at Sungard AS?

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Mobile Recovery – Your Place or Ours

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Mobile Recovery – Rack-Friendly Mobile Data Center


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MegaVoice® Recover Anywhere

� Allows in-country agents to join call center queues using: –  PC or pad device with a browser –  Any device with that can be reached with a 10-digit phone number

� Easy to use –  Connect to the Sungard AS Recover Anywhere portal –  Download the applet –  Login using provided username and password –  Select the queue or queues to join –  Enter your 10-digit phone number

� Features –  Advanced call control –  Call recording

� Maximum of 250 agents per customer


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Thank You

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Disclaimer

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Sungard AS is a trademark of Sungard AS Data Systems Inc. or its affiliate used under license. All other trade names are trademarks or registered trademarks of their respective holders. © Sungard AS 2015.

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Why workplace recovery is key to your business continuity plan

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