[BCM] [HH] [E3] [PD] [CBF] [2] Counselling and Psychological Support

Business Continuity Recovery Procedure

CBF 1: Residential Care and Shelter Operations

WHAT: Function Overview and Importance

The delivery of counselling and psychological support is a critical component of HopeHouse’s mission to provide holistic care for its residents.

This support forms the emotional and mental backbone of residents' recovery, resilience, and reintegration journeys.

Disruptions to this function—whether due to natural disasters, health emergencies, cyber incidents, or infrastructure failure—pose serious risks to resident wellbeing, therapeutic progress, and overall organisational stability.

This chapter outlines the Business Continuity Recovery Procedure for CBF 2: Counselling and Psychological Support, providing detailed steps to ensure service continuity and rapid recovery.

It encompasses the entire support lifecycle, from initial psychological assessment to post-care reintegration planning, across seven sub-functions.

Structured around the critical response timelines of Pre-Crisis (Preparedness), Within T+24 Hours (Resumption), and After T+24 Hours (Recovery), this plan equips HopeHouse teams with the tools, procedures, and responsibilities required to manage disruptions effectively while safeguarding the mental and emotional health of all residents.

Pre-Crisis: Preparedness and Readiness Activities

To build a robust foundation that ensures the uninterrupted delivery of counselling and psychological services during and after disruptive events.

This involves strengthening internal capacity, establishing alternate delivery channels, and securing critical data and partnerships.

Workforce Preparedness

• Cross-Training of Staff:
  • Ensure that all counsellors are cross-trained in basic psychological first aid (PFA), trauma-informed care, and crisis de-escalation.
  • Identify and train non-clinical staff (e.g., social workers or case managers) to provide emotional support and conduct basic mental health screenings during emergencies.
• Psychological Services Response Team (PSRT):
  • Form a dedicated PSRT consisting of key mental health professionals and senior staff, with defined roles during a crisis.
  • Update the PSRT roster every quarter, including backup contacts and on-call rotations.
• Standby Professional Network:
  • Maintain an up-to-date database of trusted external partners (e.g., volunteer psychologists, IMH consultants, NGO support therapists) who can be activated quickly in emergencies.

Infrastructure and Technological Readiness

• Cloud-Based Case Management System:
  • Use a secure, encrypted cloud platform for storing client records, treatment plans, and session notes.
  • Enable multi-device access with strong authentication protocols (e.g., 2FA) for all psychological staff.
• Tele-Counselling Platform Setup:
  • Maintain subscriptions to secure video conferencing tools (e.g., Zoom for Healthcare, Doxy.me).
  • Train all staff in the use of these platforms and ensure that SOPs for remote counselling are documented and accessible.
• Secure Digital Communications:
  • Set up dedicated, secure group chats (e.g., Signal, Microsoft Teams) for internal team communication.
  • Create pre-approved message templates for rapid dissemination of updates to residents and staff.

Communication and Documentation Protocols

• Crisis Communication Plan:
  • Develop a standardised internal and external communication protocol to notify stakeholders of service adjustments.
  • Identify a Communications Lead within PSRT to handle messaging, media inquiries, and updates to residents’ families or guardians.
• Emergency Contact Registry:
  • Keep an updated list of residents' emergency contacts, assigned therapists, external partners, and regulatory agencies.
  • Store digital and hard copies securely in multiple locations (main site, alternate site, encrypted USB).
• Template and Toolkits Repository:
  • Prepare ready-to-use digital and printed templates, including:
    • Psychological First Aid assessment forms
    • Emergency consent forms
    • Telehealth counselling protocols
    • Referral and case transfer forms
    • Safety and wellness checklists

Physical and Environmental Preparedness

• Alternative Counselling Locations:
  • Identify and secure alternative sites within a 5–10 km radius (e.g., community centres, partner shelters) that can serve as temporary counselling spaces.
  • Conduct periodic assessments to ensure these locations meet safety and confidentiality standards.
• On-Site Emergency Resources:
  • Equip counselling rooms with emergency go-bags containing essential items such as:
    • Printed assessment forms
    • Noise-cancelling headsets
    • Basic first aid kits
    • Therapeutic materials (e.g., stress balls, grounding tools)
  • Set up backup power sources (e.g., UPS) in counselling rooms to ensure session continuity during power outages.

Testing, Drills, and Review

• Scenario-Based Tabletop Exercises:
  • Conduct at least two tabletop simulations annually to test various disruption scenarios (e.g., cyberattack, fire, disease outbreak).
  • Include response protocols for all sub-CBFs (e.g., how to conduct group therapy during lockdowns).
• Review and Audit Cycle:
  • Perform quarterly reviews of BCP protocols with the PSRT to ensure alignment with evolving needs.
  • Integrate feedback from staff and residents to refine response plans and communication strategies.

Resident Preparation and Engagement

• Resident Orientation:
  • Educate residents during intake on what to expect in the event of service disruptions, including alternate support methods.
  • Provide residents with laminated “Mental Health Emergency Cards” containing hotline numbers, self-care tips, and crisis resources.
• Peer Support Empowerment:
  • Train selected residents in peer-support skills and psychological first aid to serve as stabilising agents during crises.
  • Establish a peer support chain that can be activated to promote emotional regulation and reduce panic during disruption.

This Pre-Crisis Readiness Framework ensures HopeHouse is fully prepared to safeguard the mental and emotional stability of its residents even in times of uncertainty, reinforcing its mission of holistic and continuous care.

Within T+24 Hours (RESUMPTION): Immediate Recovery Actions

Objective:

To quickly restore essential counselling and psychological support services within the first 24 hours following a disruption. The focus is on stabilising residents emotionally, addressing immediate psychological risks, and re-establishing a basic level of support infrastructure through temporary or alternative means.

1. Activation of the Psychological Services Response Team (PSRT)

• Mobilise Core Team Members:
  • Notify and deploy key members of the PSRT, including the lead counsellor, case supervisor, crisis coordinator, and relevant support staff.
  • Conduct a virtual or in-person briefing within the first 2–3 hours to confirm situational updates and assign responsibilities.
• Confirm Staff Availability:
  • Contact all counselling and support staff to confirm their safety and availability.
  • Implement staff rotation plans to manage fatigue and prevent burnout in the early response phase.
• Activate Standby Partners:
  • Reach out to standby mental health professionals and partner organisations who can supplement in-house staff if needed.

2. Internal and External Communication

• Notify Stakeholders:
  • Send out predefined emergency messages to staff, residents, family contacts (where appropriate), and key partner agencies.
  • Use multiple channels (SMS, WhatsApp, email, and phone calls) to ensure messages are received.
• Resident Check-ins:
  • Provide residents with updates on the status of services and assurance of continued psychological support.
  • Encourage calmness, participation, and cooperation in temporary service adjustments.

3. Triage and Immediate Support

• High-Risk Case Identification:
  • Identify residents with pre-existing mental health risks or those recently experiencing crisis episodes (e.g., suicidal ideation, withdrawal, trauma triggers).
  • Prioritise these individuals for immediate contact and therapeutic intervention within the first 6–12 hours.
• Initial Well-Being Screening:
  • Conduct short wellness check-ins with all residents to gauge emotional states and flag concerning symptoms (e.g., panic attacks, aggression, withdrawal).
• Rapid Stabilisation Sessions:
  • Offer brief, solution-focused counselling sessions (15–30 minutes) to help residents emotionally stabilise.
  • Use psychological first aid (PFA) techniques such as active listening, grounding exercises, and reassurance.

4. Service Continuity via Alternate Channels

• Tele-Counselling Implementation:
  • Launch remote counselling sessions using secure platforms (e.g., Zoom Healthcare, Microsoft Teams).
  • Assign designated time slots for residents, ensuring privacy and minimal disruptions.
• Phone-Based Support:
  • For residents without access to video calls, provide scheduled audio counselling via secure mobile lines.
  • Use pre-verified counsellor mobile numbers to maintain confidentiality and trust.
• Peer Support Activation:
  • Deploy peer support volunteers (if available) to help de-escalate emotional stress and provide companionship for isolated residents.

5. Space and Resource Reallocation

• Establish Temporary Counselling Areas:
  • Identify and prepare temporary on-site counselling spaces that ensure privacy and emotional safety (e.g., unused offices, quiet rooms).
  • If on-site delivery is not possible, activate pre-approved external counselling venues or remote hubs.
• Use of Emergency Counselling Kits:
  • Distribute emergency kits that include basic materials such as grounding tools, notebooks for journaling, stress-relief items, and printed PFA guides.
• Digital File Access:
  • Enable staff to securely access digital case notes, treatment plans, and session histories via the cloud-based platform.
  • Ensure access permissions are reviewed and updated to prevent data breaches or unintentional access.

6. Documentation and Reporting

• Log All Interactions:
  • Maintain detailed logs of all counselling and intervention activities, including date, time, mode of delivery, client initials, and presenting issues.
  • Use secure documentation systems, or paper-based backups if digital systems are offline.
• Incident Reporting:
  • Begin compiling a situational report detailing the nature of the disruption, its impact on psychological services, and the immediate steps taken.
  • Submit a brief update to HopeHouse management and regulatory stakeholders within the T+24 hour window.

7. Emotional Support for Staff

• Team Check-In:
  • Conduct a short emotional debrief with all staff involved in resumption efforts.
  • Allow space for staff to share their challenges, ask for help, and access emotional support if needed.
• Adjust Roles Where Necessary:
  • Reassign tasks if some staff are unavailable or emotionally overwhelmed.
  • Encourage staff to use self-care practices and peer support.

8. Risk Monitoring and Escalation

• Monitor Emerging Risks:
  • Continue evaluating new cases of emotional instability or trauma among residents.
  • Escalate severe cases to clinical psychologists or partner mental health professionals.
• Plan for Extended Disruption:
  • Begin preparing contingency plans in case the disruption extends beyond 24 hours.
  • Identify what additional resources (human, technological, logistic) may be needed for prolonged remote or hybrid service delivery.

This T+24 Hour Resumption Plan ensures that HopeHouse can deliver prompt, stabilising psychological support even under disrupted conditions, preventing emotional deterioration among residents and reaffirming their sense of safety and trust in care.

After T+24 Hours (RECOVERY): Full Restoration and Stabilisation

Objective:

To fully restore the standard delivery of counselling and psychological support services following an initial disruption. The focus is on resuming in-person services, resolving any operational gaps, updating resident treatment plans, and reinforcing long-term emotional stability through coordinated care and recovery interventions.

1. Full Restoration of Counselling Services

• Resume Standard Operations:
  • Restore regular counselling schedules (individual and group) for all residents.
  • Reopen primary counselling rooms or spaces, ensuring they are clean, safe, and operational.
• Sub-CBF Resumption:
  Ensure all sub-functions are fully reactivated, including:
  • 2.1 Initial Psychological Assessment and Case Planning – Resume pending assessments and complete delayed intake reviews.
  • 2.2 Individual Counselling Sessions – Return to regular frequencies and resume therapeutic frameworks.
  • 2.3 Group Therapy and Peer Support – Restart group sessions with debriefs on crisis impact.
  • 2.4 Crisis Intervention and Emotional Stabilisation – Shift from reactive support to preventative emotional wellness check-ins.
  • 2.5 Progress Monitoring and Reassessment – Resume treatment plan reviews and case documentation updates.
  • 2.6 External Referrals and Specialist Coordination – Re-establish appointments and referrals suspended during the crisis.
  • 2.7 Post-Care Emotional Support and Reintegration Planning – Reinitiate community reintegration steps and follow-up care strategies.

2. Case File and Data Synchronisation

• Reconcile Digital and Offline Records:
  • Merge data captured during the disruption (offline or remote) into the central case management system.
  • Review all emergency logs to ensure completeness and consistency.
• Audit Case Progress:
  • Conduct an internal review to identify residents who may have missed essential sessions, experienced setbacks, or need additional support.
  • Flag high-risk or regressing residents for priority follow-up.
• Update Case Plans:
  • Adjust treatment goals and timelines to reflect disruption-related changes or delays.
  • Re-engage residents in collaborative goal-setting and recovery planning.

3. Staff Recovery and Resilience Building

• Team Debriefing and Emotional Support:
  • Conduct a structured debriefing session for all psychological staff, facilitated by a senior counsellor or external supervisor.
  • Encourage open discussion of emotional impact, coping strategies, and lessons learned.
• Temporary Workload Redistribution:
  • Adjust caseloads temporarily to prevent burnout and allow recovery time for impacted staff.
  • Consider flexible scheduling, mental health days, or supervisory check-ins for affected team members.
• Clinical Supervision and Support:
  • Organise clinical supervision sessions to process complex cases and ensure therapeutic alignment post-disruption.
  • Provide access to Employee Assistance Programmes (EAP) or peer support groups if available.

4. Resident Recovery Support

• Psychological Impact Reassessment:
  • Re-administer psychological assessments to measure emotional and behavioural impact of the disruption.
  • Prioritise residents who exhibited high stress, trauma responses, or withdrawal during the crisis.
• Support Group Discussions:
  • Facilitate reflective group sessions for residents to process their experiences, validate emotions, and build collective resilience.
  • Use trauma-informed group exercises and positive psychology interventions (e.g., gratitude practices, strengths exploration).
• Enhanced Follow-Up Planning:
  • Develop individualised recovery plans with adjusted counselling goals, ensuring consistency in therapeutic engagement.
  • Increase session frequency temporarily for those needing extra support.

5. External Partner Coordination

• Reinitiate Referrals and Appointments:
  • Contact external service providers (psychiatrists, hospitals, clinics) to rebook missed appointments or referrals.
  • Provide updated case summaries and revised treatment needs as necessary.
• Stakeholder Communication:
  • Send formal updates to relevant funders, regulatory bodies, and partner organisations regarding the disruption’s impact and recovery steps.
  • Include service continuity reports, risk mitigation strategies, and feedback mechanisms.

6. Infrastructure and Facility Restoration

• Inspect and Repair Counselling Spaces:
  • Conduct a thorough check of all counselling-related spaces for safety, cleanliness, and equipment functionality.
  • Restore any damaged furniture, technology, or privacy-enhancing installations (e.g., white noise machines, partitions).
• Technology Restoration:
  • Ensure all counselling devices (laptops, tablets, projectors) are updated and functioning.
  • Check internet connectivity and security settings on all systems used during the crisis.

7. Feedback Collection and Continuous Improvement

• Resident Feedback Mechanisms:
  • Distribute anonymous surveys or conduct feedback interviews to gather resident perspectives on the quality and availability of psychological support during the disruption.
  • Use responses to inform future crisis responses and therapeutic practices.
• Staff Reflection and Recommendations:
  • Document staff insights, challenges, and suggestions in a post-crisis review report.
  • Use the report to update training, protocols, and future recovery strategies.

8. Plan Review and Future Preparedness

• Business Continuity Plan (BCP) Refinement:
  • Review the performance of current BCP protocols based on actual execution.
  • Identify gaps or delays and update response templates, contact lists, and resource allocations.
• Follow-Up Training:
  • Conduct refresher training on psychological first aid, remote counselling, data security, and recovery logistics.
  • Include scenario-based exercises in the next training cycle based on lessons from the recent disruption.

This After T+24 Hours Recovery Framework ensures a full-scale restoration of HopeHouse’s counselling and psychological services, while addressing the emotional recovery of both residents and staff.

 It reinforces a trauma-informed, resilient culture committed to continuous improvement and compassionate care even in the aftermath of disruption.

Summing Up ...

Counselling and psychological support services are not merely therapeutic interventions—they are lifelines that sustain the emotional health, safety, and personal development of HopeHouse residents.

The procedures outlined in this chapter ensure that these vital services remain accessible, responsive, and resilient in the face of crisis.

By establishing clear pre-crisis readiness strategies, executing rapid stabilisation measures within the first 24 hours, and implementing a thorough recovery framework thereafter, HopeHouse strengthens its capacity to deliver consistent, trauma-informed care regardless of disruption.

Regular reviews, staff training, and feedback integration further reinforce this continuity plan as a living document—adaptable, reliable, and anchored in the organisation’s core values of dignity, care, and trust.

This business continuity plan ensures that even in the most challenging circumstances, HopeHouse continues to be a place of psychological safety, healing, and hope.

 

Continuity with Compassion: Implementing BCM at HopeHouse
eBook 3: Starting Your BCM Implementation
MBCO	P&S	RAR T1	RAR T2	RAR T3	BCS T1	CBF
CBF 1: Residential Care and Shelter Operations
DP	BIAQ T1	BIAQ T2	BIAQ T3	BCS T2	BCS T3	PD

 

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