[BCM] [SHINE] [E3] [BIA] [PS] Key Product and Services

Introduction

Table C3: Key Products and Services

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Key Products and Services for the SHINE Children and Youth Services

In times of crisis or operational disruption, SHINE Children and Youth Services (SHINE) must continue to deliver critical services to its stakeholders, particularly the children and youth who depend on its programs.

To ensure the organisation’s resilience during such disruptions, it is essential to identify and define the key products and services SHINE must provide under Business Continuity Management (BCM) protocols.

These products and services are aligned with SHINE's critical business functions (CBFs), ensuring that essential operations are maintained, even in the event of emergencies or disasters.

This chapter outlines the key services and products that SHINE will prioritise to achieve its business objectives during such incidents.

The focus is on understanding SHINE's critical operations and identifying the resources, processes, and personnel needed to ensure service continuity. Following ISO 22301 guidelines, we will explore how each CBF will continue to function and deliver value to SHINE’s beneficiaries.

CBF Code	Critical Business Function (CBF)	Key Services	Key Products
CBF-01	Educational Psychology Services (EPS)	- Psychological assessments for children and youth - Educational support for children with learning difficulties - Counseling for educators and parents	- Diagnostic reports and intervention plans - Psychological tools for assessments
CBF-02	Community Social Work & School Social Work	- Social work interventions for children, youth, and families - School-based social work services - Casework management and crisis intervention	- Case management reports - Crisis intervention tools and strategies
CBF-03	Targeted Interventions for At-Risk Youth	- Support services for youth at risk - Group-based therapeutic programs - Mentorship and career guidance programs	- Program materials and toolkits for youth engagement - Risk assessment reports
CBF-04	Counselling & Therapy Services (SH.IFT and related programs)	- Therapeutic counseling for emotional, behavioral, or mental health issues - Individual and group therapy sessions - Crisis counseling	- Therapeutic materials and self-help resources - Counseling and progress reports
CBF-05	Case Management & Client Support Coordination	- Case management services for children and families - Coordination of care - Family support and advocacy	- Client case files and care plans - Referral lists for external support services
CBF-06	Client Information & Records Management	- Secure management of client information - Case tracking and documentation - Data management for case evaluation	- Electronic and paper-based client records - Secure storage and archiving solutions
CBF-07	Communications & Stakeholder Coordination	- Communication management for internal and external stakeholders - Crisis communication planning - Media relations during incidents	- Crisis communication plans - Communication materials (e.g., press releases, social media posts)
CBF-08	Human Resource Management & Professional Capability	- Human resource management - Staff training and professional development - Workforce management during crises	- Staff training programs and certifications - Employee records and attendance tracking
CBF-09	Funding, Resource & Donor Management	- Fundraising and grant management - Donor engagement and relationship management - Allocation and management of financial resources	- Fundraising materials and proposals - Donor reports and financial statements
CBF-10	Partnership & Community Network Management	- Establishment and management of partnerships - Coordination of community outreach programs - Networking for resource sharing	- Partnership agreements and MOUs - Community program schedules and outreach materials
CBF-11	Facilities, IT Systems & Service Infrastructure	- Facility management and maintenance - IT system support to ensure service continuity - Infrastructure support for crisis situations	- Facilities management reports - IT infrastructure backups and disaster recovery plans
CBF-12	Governance, Compliance & Reporting	- Ensuring compliance with legal, regulatory, and internal policies - Regular reporting to stakeholders - Oversight of governance processes	- Compliance checklists and audit reports - Regular organizational reports (e.g., annual reports)

This table outlines the essential services and products required for SHINE Children and Youth Services to maintain operational continuity in the event of an incident, emergency, or disaster. It adheres to ISO 22301 standards, ensuring that critical functions are upheld during disruptive events.

During an incident, emergency, or disaster, SHINE Children and Youth Services must prioritise the continuation of its critical functions to ensure that children, youth, and families receive the essential support they depend on.

By identifying and securing its key products and services, SHINE can ensure that its operations continue with minimal disruption, thus upholding its mission to support vulnerable populations.

This chapter has highlighted the key products and services SHINE will deliver, organised under each of its critical business functions, as outlined in ISO 22301.

By maintaining these services and products, SHINE will not only ensure its resilience but also continue to contribute meaningfully to the well-being of the communities it serves.

Continuity of Care: Ensuring SHINE’s Mission Through Effective BCM

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