[BCM] [HH] [E3] [BIA] [T3] [CBF] [2] Counselling and Psychological Support

[Business Impact Analysis] [Critical Business Function] [T3] Part 5

BIA Questionnaires

CBF 1: Residential Care and Shelter Operations

In the context of business continuity planning, understanding the inter-dependencies of critical business functions is essential for ensuring operational resilience.

This chapter focuses on the interdependencies associated with CBF 1: Residential Care and Shelter Operations at HopeHouse, a non-profit organisation in Singapore dedicated to providing residential care for vulnerable young people.

Residential care is a highly integrated function that involves numerous internal departments and external stakeholders working together to provide a safe, structured, and supportive living environment for residents.

Each sub-function—ranging from intake and admission to meal preparation, health services, and emergency response—relies on a combination of upstream and downstream processes as well as mutual dependencies with both internal units and external service providers.

By identifying and mapping these inter-dependencies, HopeHouse can more effectively prepare for disruptions, coordinate its response efforts, and prioritise recovery actions. The information in this chapter provides a structured view of how internal and external entities interact across each sub-function, helping to pinpoint potential vulnerabilities and improve resilience planning.

The detailed table for Part 5: Inter-dependencies for the Critical Business Function (CBF) 1: Residential Care and Shelter Operations at HopeHouse, based on the structure provided:

Critical Business Function	CBF Code	Name of Business Unit or Vendor/ Supplier/ Outsource Partner	Type of Dependency - Internal	Type of Dependency - External	Type of Dependency Direction	Description of the Nature of Dependency
Intake and Admission Process	1.1	Social Workers / Case Managers	✔️	-	Upstream	Social workers provide background checks and assessments before admitting a resident.
Daily Shelter Operations & Maintenance	1.2	Facilities & Maintenance Team	✔️	-	Mutual	Daily cleaning, repairs, and maintenance support shelter operations, enabling safe resident care.
Resident Care and Support Services	1.3	In-house Counsellors and Social Workers	✔️	Partnering NGOs, the Ministry of Social and Family Development (MSF)	Mutual	Care services depend on coordination with external agencies for case updates, while ongoing shelter stays support the continuity of care.
Meal Preparation and Nutrition Management	1.4	Kitchen Staff	✔️	Food Suppliers, Donors	Upstream	Meal services depend on the availability of supplies and nutritional input from partners.
Medical and Emergency Health Services	1.5	-	Healthcare Clinics, Hospitals, Emergency Services	✔️	Downstream	External medical partners are activated for treatment and emergencies, based on internal escalation.
Safety and Emergency Response Management	1.6	Shelter Operations, Security Team	✔️	Police, Fire Department	Mutual	Internal emergency protocols rely on external emergency services to complete evacuation or safety actions.
Staffing and Shift Management	1.7	HR Department, Shelter Supervisors	✔️	Volunteer Networks	Mutual	Shift planning relies on internal scheduling and the availability of external volunteers.
Resident Records and Data Management	1.8	Admin & IT Unit	✔️	IT Service Providers (Cloud Storage, Database Mgmt)	Mutual	Internal record-keeping relies on reliable external IT services for backup and secure access.
Coordination with External Partners	1.9	Program Coordinators	✔️	NGOs, Schools, MSF, Training Providers	Mutual	Coordinated care and referrals depend on close communication and planning with external partners.
Transportation and Logistics Support	1.10	Logistics & Operations Team	✔️	Transport Vendors, Drivers	Downstream	Internal requests for the movement of residents or goods require support from transport service providers.

Summing Up ... Part 5

The analysis of inter-dependencies within CBF 1: Residential Care and Shelter Operations reveals the complex web of relationships required to sustain safe and effective shelter operations at HopeHouse.

From the reliance on food suppliers for nutrition management to the coordination with healthcare services and emergency responders, every sub-function is connected to critical partners that either support or are supported by core operational activities.

Recognising these inter-dependencies enables HopeHouse to enhance its business continuity strategies by addressing potential single points of failure, strengthening collaboration with external agencies, and improving internal communication protocols.

In times of disruption—whether due to staffing shortages, logistical issues, or infrastructure failure—this understanding will be instrumental in enabling HopeHouse to maintain essential services and continue its mission of providing care and support to at-risk youths.

Moving forward, this inter-dependency mapping should be reviewed periodically to reflect changes in operations, partnerships, or external risk environments, ensuring that HopeHouse remains prepared for any eventuality.

[Business Impact Analysis] [Critical Business Function] [T3] Part 6

BIA Questionnaires

CBF 1: Residential Care and Shelter Operations

Vital records are essential documents and data that support the continuation and recovery of critical business functions in the event of a disruption.

For HopeHouse, which provides residential care and shelter for vulnerable individuals, the integrity and availability of such records are crucial to ensuring the safety, well-being, and dignity of its residents.

This chapter identifies the vital records associated with CBF 1: Residential Care and Shelter Operations, the core function that underpins the organisation’s day-to-day service delivery.

It details the sub-functions involved, specifies the types of records required to sustain these operations, and outlines the storage media, locations, and responsible personnel for each.

By maintaining these records in an organised, secure, and accessible manner, HopeHouse can ensure continuity of care, regulatory compliance, informed decision-making, and rapid recovery in the face of emergencies or system failures.

Based on the guidance from BCMpedia, Part 6: Vital Records, the following table provides a detailed list of Vital Records for each Sub-CBF under CBF 1: Residential Care and Shelter Operations for HopeHouse.

Critical Business Function	CBF Code	Description of Vital Records	Media Type	Location	In Whose Care
Intake and Admission Process	1.1	Resident intake forms, consent forms, ID verification, admission assessments, referral letters	Physical & Digital	Secure filing cabinet; HopeHouse server	Admissions Officer
Daily Shelter Operations & Maintenance	1.2	Daily checklists, maintenance logs, cleaning schedules, supply inventory lists	Digital	Internal operations database	Operations Coordinator
Resident Care and Support Services	1.3	Case notes, counselling session logs, care plans, and incident reports	Physical & Digital	Staff laptops, secured cabinets	Case Workers
Meal Preparation and Nutrition Management	1.4	Meal plans, dietary restrictions per resident, food supply logs, vendor invoices	Digital	Kitchen system database	Kitchen Manager
Medical and Emergency Health Services	1.5	Medical records, prescriptions, doctor visit logs, immunisation records, health screening reports	Physical & Digital	Medical files room, health record system	Health Coordinator / Nurse
Safety and Emergency Response Management	1.6	Fire drill logs, emergency evacuation plans, safety audits, incident reports, contact trees	Physical & Digital	Safety office, cloud storage	Safety Officer
Staffing and Shift Management	1.7	Staff rosters, shift logs, leave applications, and overtime approvals	Digital	HRM system	HR/Admin Manager
Resident Records and Data Management	1.8	Master resident files, behaviour monitoring logs, attendance sheets, and exit reports	Physical & Digital	Locked file room; encrypted database	Records Administrator
Coordination with External Partners	1.9	MOUs, service agreements, referral records, and correspondence with social service agencies	Digital	SharePoint / Partner Drive	Outreach Coordinator
Transportation and Logistics Support	1.10	Transport schedules, vehicle maintenance logs, driver logs, and resident travel authorisations	Physical & Digital	Transport folder; operations server	Logistics Coordinator

Summing Up ... Part 6

The safeguarding of vital records is a cornerstone of effective business continuity planning, particularly in an environment as sensitive and people-centric as that of HopeHouse.

Each sub-function under the Residential Care and Shelter Operations function relies on accurate and accessible documentation to deliver uninterrupted services and uphold resident welfare.

By clearly identifying these records, assigning custodianship, and implementing secure storage solutions across both physical and digital media, HopeHouse is better prepared to mitigate risks, respond to incidents, and recover swiftly from disruptions.

Regular reviews, secure backups, and staff training should be conducted to ensure the ongoing integrity and availability of these critical records.

Through these efforts, HopeHouse enhances its resilience and reaffirms its commitment to delivering consistent, high-quality care to those who rely on its services.

Continuity with Compassion: Implementing BCM at HopeHouse
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CBF 1: Residential Care and Shelter Operations
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