[BCM] [SSO] [C5] Case Study – Fire in a Residential Care Facility

Chapter 5

Case Study – Fire in a Residential Care Facility

Emergencies in community-based settings can unfold without warning.

For organisations providing round-the-clock care to vulnerable groups, such as children, youth, or persons with special needs, the impact can be both emotional and operational.

This case study presents a realistic walkthrough of a fire scenario in a residential care facility. It illustrates how preparedness, quick decision-making, and a well-practised Business Continuity Management (BCM) plan can protect lives and ensure service continuity.

The Scenario: Fire in the Residential Wing

It was a quiet Tuesday evening at Hope Haven Children’s Home, a residential facility caring for 35 children aged 7 to 16. Suddenly, the smell of smoke began wafting through the east wing. Within minutes, the fire alarm sounded — a small electrical fire had started in the laundry room.

While the flames were contained within one section of the building, thick smoke quickly made several rooms unsafe. The facility’s night supervisor immediately activated the emergency evacuation plan.

Immediate Crisis Response

Evacuation and Safety

Trained caregivers moved children to designated safe assembly points within minutes. Because the staff had conducted regular fire drills, the children knew where to go and what to do, preventing panic.

Local fire services were alerted, and the building was evacuated in under 10 minutes. No injuries were reported — a clear reflection of the staff’s preparedness.

Communication with Parents and Authorities

Once safety was confirmed, the centre’s director activated the crisis communication protocol.

• Parents were informed via SMS and WhatsApp about the situation, assuring them that all children were safe.
• The Social Service Agency (SSA) and local authorities were notified.
• Updates were shared periodically to prevent misinformation and anxiety.

Temporary Shelter Arrangements

Because part of the facility was damaged and unsafe for the night, the pre-identified alternate site — a nearby church hall — was activated as a temporary shelter.

• Staff transported children and essential supplies in vehicles provided by partner organisations.
• Meals were arranged through a catering partner who had been part of the centre’s BCM vendor list.
  By midnight, all children were safely relocated, supervised, and comforted.

Continuity Measures in Action

In the following days, the organisation demonstrated how continuity measures ensure stability after the crisis.

Alternate Site Operations

Operations continued from the temporary shelter for the next two weeks. The staff implemented simplified routines — focusing on safety, comfort, and emotional stability for the children.

Administrative functions (case notes, medical records) were accessed through the organisation’s cloud-based data system, allowing staff to resume essential documentation without disruption.

Resuming Therapy and Support Services

Within three days, therapy sessions resumed virtually through tele-counselling platforms. This ensured that children under treatment continued receiving psychological and developmental support despite the relocation.

Therapists coordinated with caregivers to create safe, quiet spaces for online sessions—a solution tested during earlier pandemic exercises.

Coordination with Vendors and Donors

Thanks to vendor diversification and existing relationships, replacement supplies (mattresses, clothing, educational materials) arrived within 48 hours.

Donors and volunteers were mobilised through the centre’s communication tree to assist with logistics and temporary maintenance at the alternate site.

Lessons Learned

Every crisis brings valuable lessons that strengthen organisational resilience. From this fire incident, Hope Haven Children’s Home identified several key takeaways:

The Value of Regular Drills

Practised evacuation procedures saved critical minutes. Staff confidence and children’s familiarity with safety routes made a life-saving difference.

Importance of Alternate Site Planning

Having an alternate site — complete with contact details, access arrangements, and supply lists — allowed a swift and safe relocation without improvisation.

The Role of Cross-Training

With some senior staff unavailable, cross-trained junior caregivers stepped up to lead portions of the evacuation. Cross-training ensures continuity when key staff are absent.

Communication is Critical

Timely, consistent communication with parents and authorities built trust and reduced confusion. A pre-approved message template saved time during the initial response.

Mental Health Support Matters

Post-incident debriefings for children and staff helped restore emotional well-being. Including psychosocial support in BCM planning ensures holistic recovery.

Moving Forward: From Recovery to Resilience

The fire was extinguished within an hour, but the lessons from it continue to shape Hope Haven’s operations. The organisation reviewed its BCM plan, updated contact lists, and strengthened preventive maintenance for electrical systems.

More importantly, the incident reinforced a culture of shared responsibility.

Everyone — from caregivers to administrators — now understands their role in protecting the children and ensuring continuity of care.

Resilience is not just about reacting to emergencies. It’s about learning, adapting, and improving with every experience.

With each crisis managed effectively, community-based organisations move closer to achieving what matters most: safeguarding lives while continuing their mission of care.

Managing BCM for Community-Based Social Services Organisations
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