[BCM] [PD] [SOP] Incident Response: Loss of Utilities

Standard Operating Procedure (SOP)

Incident Response

Loss of Utilities

Introduction

Loss of utilities such as electricity, water, gas, internet, telecommunications, and sewerage services can significantly disrupt daily operations, compromise resident safety, health, and welfare, and affect the delivery of essential care services in children’s homes and residential aged care facilities.

Given the vulnerability of residents, especially children, frail seniors, and persons with special needs, any prolonged disruption poses critical safety, health, and regulatory risks.

This Standard Operating Procedure (SOP) establishes a systematic, coordinated, and effective response framework to manage incidents of utility disruption.

It is aligned with Business Continuity Management (BCM) principles, ensuring continuity of critical services, minimisation of impact, and rapid restoration of normal operations.

This SOP complies with the Ministry of Social and Family Development (MSF) – Prevailing Business Continuity Plan (BCP) Requirements for MSF-Funded Programmes (Annex B), including:

• Appointment and role of BCM Coordinator(s)
• Clear governance, activation triggers, and escalation procedures
• Incident response planning and recovery processes
• Staff training, exercises, and continuous improvement
• Reporting and post-incident review

Purpose

This SOP aims to:

• Protect the safety, health, dignity, and welfare of residents
• Maintain continuity of essential services during utility disruptions
• Establish clear roles, responsibilities, and communication protocols
• Enable timely escalation, response, and recovery
• Ensure regulatory compliance with MSF BCP requirements
• Support organisational resilience and service sustainability

Scope

This SOP applies to:

• All staff, volunteers, contractors, and service providers
• All residential facilities, offices, and operational areas
• All forms of utility disruption, including:
  • Electrical power outage
  • Water supply disruption
  • Gas supply disruption
  • Telecommunications and internet outage
  • Sewerage system failure

Governance and BCM Alignment

Business Continuity Management (BCM) Framework

This SOP is part of the organisation’s Business Continuity Plan (BCP) and supports:

• Incident Preparedness
• Response Activation
• Crisis Management
• Service Continuity
• Recovery and Restoration
• Post-Incident Review

Roles and Responsibilities

Definitions

Loss of Utilities: Total or partial disruption of essential utility services required for safe and effective operations.

Critical Services: Services essential to life, safety, hygiene, nutrition, healthcare, supervision, and security of residents.

BCM Activation: Formal escalation process triggering structured response actions.

Incident Activation Criteria

The SOP shall be activated when:

• Power outage exceeding 15 minutes
• Water supply disruption exceeding 30 minutes
• Gas supply disruption posing safety risks
• Telecommunications failure affecting emergency communications
• Any utility disruption endangering resident safety or service continuity

Incident Response Procedures

Phase 1 – Detection and Initial Assessment

1. Identify type and scale of utility disruption.
2. Notify Facility Manager / Duty Officer immediately.
3. Conduct rapid assessment:
   • Affected areas
   • Estimated duration
   • Immediate risks to residents
4. Record incident details in Incident Log.

Phase 2 – Activation and Escalation

1. Facility Manager informs BCM Coordinator and IMT.
2. Determine incident severity level:
   • Level 1 – Minor, manageable internally
   • Level 2 – Significant, requires cross-department coordination
   • Level 3 – Major, threatens life safety or prolonged disruption
3. Activate Business Continuity Plan (BCP) if Level 2 or above.
4. Notify:
   • Senior Management
   • MSF (where required)
   • Emergency services if safety is compromised

Phase 3 – Immediate Response and Containment

A. Power Outage

• Activate emergency lighting
• Start backup generators
• Secure life-support equipment and medical devices
• Limit non-essential electrical usage

B. Water Supply Disruption

• Activate water contingency plan
• Distribute bottled water
• Implement water conservation protocols
• Suspend non-essential water usage

C. Gas Disruption

• Shut off main gas valves
• Switch to electric or alternative cooking methods
• Arrange external meal catering if required

D. Telecommunications Disruption

• Switch to mobile communication devices
• Activate alternative contact channels
• Establish manual reporting procedures

E. Sewerage Failure

• Restrict toilet usage
• Deploy portable sanitation facilities
• Engage emergency plumbing services

Phase 4 – Continuity of Critical Services

Ensure continuity of:

• Supervision and safety monitoring
• Medication administration
• Meal provision
• Hygiene and infection control
• Security and access control
• Medical and psychosocial care

Alternative arrangements:

• Temporary relocation of residents
• External service providers
• Mutual aid agreements with partner organisations

Phase 5 – Communication Management

Internal Communication:

• Staff briefings every 2–4 hours
• Clear task assignments

External Communication:

• Inform MSF, families, donors, and partners (if applicable)
• Designated spokesperson handles all public communication

Phase 6 – Recovery and Restoration

1. Coordinate with utility providers for restoration.
2. Conduct facility safety checks before full operations resume.
3. Gradually restore normal services.
4. Replenish emergency supplies.
5. Document recovery timeline.

Resource and Logistics Management

Training, Exercises and Testing (MSF Compliance)

• Annual BCP drills including utility disruption scenarios
• Staff training on:
  • Emergency response procedures
  • Manual operations
  • Resident evacuation protocols
• Documentation of drills and corrective actions
• Periodic SOP review by BCM Coordinator

Documentation and Reporting

• Incident Report
• Action Log
• Recovery Report
• Post-Incident Review (PIR)
• Corrective Action Plan
• Submission to MSF when required

Post-Incident Review and Continuous Improvement

1. Conduct formal After-Action Review (AAR).
2. Identify:
   • Gaps
   • Weaknesses
   • Resource constraints
3. Update:
   • BCP
   • SOP
   • Training programmes
4. Submit improvements to Senior Management and MSF (if required).

Compliance with MSF BCP Requirements (Annex B)

This SOP complies with:

• Appointment of trained BCM Coordinator(s)
• BCP development and submission obligations
• Structured incident response
• Periodic testing and review
• Governance oversight and accountability

Loss of utilities represents a high-impact operational risk for residential care facilities, with direct implications for resident safety, dignity, and service quality.

This SOP provides a structured, robust, and MSF-compliant response framework that ensures timely decision-making, coordinated action, and continuity of essential services during such incidents.

Through systematic preparedness, staff training, effective incident response, and continuous improvement, the organisation strengthens its operational resilience and duty of care to residents, while fulfilling regulatory and funding obligations under MSF’s Business Continuity Planning framework.

This SOP serves as a cornerstone in safeguarding life, well-being, and service sustainability during utility disruptions.