[BCM] [SHINE] [E3] [BIA] [T1] [CBF] [5] Case Management & Client Support Coordination

Part 1: Identification of Business Functions

CBF-5 Case Management & Client Support Coordination

Case Management & Client Support Coordination is central to SHINE’s mission of providing holistic support to children, youth, and families in need.

This critical business function ensures that clients are properly assessed, supported, and guided through their journey with SHINE’s services—from initial intake through discharge and transition.

In a disruption scenario, maintaining these essential operations is crucial to safeguard client welfare, uphold organisational commitments, and sustain service continuity.

Minimum Business Continuity Objectives (MBCOs) define the minimum level of service delivery the Business Unit must maintain during and after a disruption to effectively support SHINE’s core mission and client outcomes.

Table P1: Critical Business Functions for CBF-5

Sub-CBF Code	Sub-CBF	Description of CBF	Business Unit Minimum Business Continuity Objective (MBCO)
5.1	Client Intake & Assessment	Conduct initial client intake, identify needs and risks, and assess eligibility for services.	Continue client intake and initial assessment processes for all urgent referrals within 24 hours of disruption to ensure timely support and safety. BCM Institute Blog
5.2	Case Management Planning	Develop tailored case plans outlining goals, interventions, and resources required for client support.	Maintain the ability to complete or update existing case plans for priority clients within 48 hours during a disruption to support continuity of care. BCM Institute Blog
5.3	Coordination of Support Services	Arrange services and resources internally and with external partners to meet client needs (e.g., counselling, referrals, social support).	Coordinate essential support services for clients with high-risk or urgent needs within 72 hours of a disruption.
5.4	Monitoring & Follow-up	Track progress against case plans, conduct follow-ups, and adapt support based on client feedback and changes in need.	Ensure ongoing monitoring of active cases, with outreach to high-priority clients at least weekly during disruption.
5.5	Documentation & Reporting	Maintain accurate case records, log service delivery, and report outcomes in compliance with professional standards and data governance.	Preserve access to secure client records and documentation systems, ensuring that critical case data remains accessible throughout disruptions.
5.6	Client Discharge & Transition	Effectively close cases and transition clients to follow-on services or community supports as appropriate.	Facilitate safe and supported client discharges for those ready to transition, ensuring continuity of essential services without interruption.

CBF-5 Case Management & Client Support Coordination is an operational backbone of SHINE’s service delivery framework.

Establishing clear MBCOs at the Business Unit level ensures that, even during disruptions, essential client-centric processes continue with minimal impact.

By specifying measurable and time-bound continuity targets—for intake, planning, coordination, monitoring, documentation, and transitions—SHINE can uphold service quality, protect client welfare, and support long-term recovery and resilience.

These objectives also help align operational continuity planning with the organisation’s broader strategic goals and stakeholder expectations.

CBF-5 Case Management & Client Support Coordination

The purpose of this chapter, Part 2: Impact Area of Business Functions, is to identify and evaluate the potential impacts that disruptions may have on SHINE’s Case Management and Client Support Coordination services.

These functions form the backbone of SHINE’s mission to support children and youth with complex social, emotional, and developmental needs.

By analysing the impact areas—such as financial implications, service delivery disruptions, stakeholder expectations, and compliance risks—SHINE can prioritise recovery efforts and determine the Minimum Business Continuity Objectives (MBCO) for each Sub-CBF.

This ensures that critical client-facing services remain functional during crises and that vulnerable clients continue to receive timely support.

The impact analysis also strengthens organisational resilience by providing a structured understanding of how disruptions can escalate over time.

This enables SHINE to make data-driven decisions on resource allocation, business continuity strategies, and recovery planning in alignment with BCM best practices and the guidance outlined in BCMpedia.

Table P2: Impact Area Assessment for CBF-5

Sub-CBF Code	Sub-CBF	Impact Area	Financial Impact - Monetary Loss (Estimated)	Financial Impact - Calculation of Monetary Loss (State Formula for Calculations)	Impact on MBCO - Affect MBCO	Impact on MBCO - Impact	Remarks - Description
5.1	Client Intake & Assessment	Service delivery, client safety, compliance	Low–Medium	Estimated cost = (Number of missed intakes × cost per intake session)	Yes	Delay in allocating clients to appropriate services; potential backlog	Intake disruptions affect timely support for at-risk clients and delay case initiation.
5.2	Case Management Planning	Service delivery, client outcomes, regulatory expectations	Medium	Estimated cost = (Delayed cases × average case management manpower cost)	Yes	Compromises development of intervention plans; delays time-sensitive support	Disruption affects personalised intervention planning and coordinated care.
5.3	Coordination of Support Services	Stakeholder coordination, client well-being	Medium–High	Estimated cost = (Service disruptions × partner/third-party cost impacts)	Yes	Interruption in multi-agency support; potential risks to vulnerable clients	Affects coordination with schools, social agencies, and healthcare providers.
5.4	Monitoring & Follow-up	Client safety, safeguarding, outcome tracking	Medium–High	Estimated cost = (Missed follow-ups × manpower + potential non-compliance penalties)	Yes	Missed follow-ups may lead to risk escalation or unmet support needs	Consistent monitoring is essential for client stability and risk mitigation.
5.5	Documentation & Reporting	Compliance, audit, record integrity	Low–Medium	Estimated cost = (Delayed reports × administrative overhead)	Yes	Delays in official records and reporting obligations	Good documentation is critical for case continuity, audits, funding, and safeguarding.
5.6	Client Discharge & Transition	Client continuity of care, partner coordination	Low–Medium	Estimated cost = (Delayed transitions × administrative and support costs)	Yes	Disruptions may delay the transition to external services or the closure	Affects closure, handovers, and ensuring clients have sustainable long-term support.

The impact analysis for CBF-5 Case Management & Client Support Coordination highlights the essential nature of SHINE’s casework functions and their interdependencies with internal teams and external service partners.

Disruptions in these areas can significantly affect client outcomes, especially for vulnerable children and youth requiring immediate and sustained support.

By identifying the impact areas and estimating financial implications, SHINE can better assess risk exposure and determine the appropriate MBCO for each Sub-CBF.

This structured approach enhances SHINE’s readiness to respond to disruptions, ensuring the continuity of care, compliance with regulatory and social service standards, and safeguarding of client welfare.

The assessment forms a critical foundation for the subsequent stages of business continuity planning—strategy development, resource identification, and recovery procedures—ensuring that SHINE remains resilient and capable of fulfilling its mission even during crises.

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

[BCM] [SHINE] [E3] [BIA] [T1] [CBF] [5] Case Management & Client Support Coordination

Business Continuity Management Certified Planner-Specialist-Expert

Part 1: Identification of Business Functions

CBF-5 Case Management & Client Support Coordination

Table P1: Critical Business Functions for CBF-5

CBF-5 Case Management & Client Support Coordination

Table P2: Impact Area Assessment for CBF-5

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

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

[BCM] [SHINE] [E3] [BIA] [T1] [CBF] [5] Case Management & Client Support Coordination

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Business Continuity Management Certified Planner-Specialist-Expert

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Part 1: Identification of Business Functions

CBF-5 Case Management & Client Support Coordination

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Table P1: Critical Business Functions for CBF-5

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CBF-5 Case Management & Client Support Coordination

Table P2: Impact Area Assessment for CBF-5

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

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