[BCM] [SHINE] [E3] [BIA] [T2] [CBF] [5] Case Management & Client Support Coordination

Part 3 of the Business Impact Analysis (BIA) examines how disruptions to SHINE’s Case Management & Client Support Coordination affect the organisation over increasing periods of time.

For SHINE, timely case management is essential for safeguarding the well-being of vulnerable children and youth, ensuring coordinated access to support services, and maintaining continuity of care.

Assessing the impact over time enables SHINE to:

• Identify when service disruption becomes unacceptable
• Prioritise recovery and resource allocation
• Establish appropriate Recovery Time Objectives (RTO) and Maximum Tolerable Periods of Disruption (MTPD)
• Strengthen resilience for client-facing activities that directly influence children’s safety and immediate needs

The following table outlines the progression of impact ratings for each Sub-CBF under CBF-5. These ratings reflect considerations such as client safety, service continuity, staff workload escalation, reputational risk, and regulatory obligations.

Table P3: Impact Over Time of Business Functions for CBF-5

Understanding the temporal progression of the impact of the Case Management & Client Support Coordination function enables SHINE to prioritise the continuity of services that directly affect vulnerable children and youth.

Key insights include:

• Early-stage disruptions mainly affect scheduling, client communication, and timely assessments.
• Prolonged disruptions significantly raise risks to client safety, service continuity, and organisational reputation.
• Sub-CBFs involving direct client engagement and service coordination (e.g., intake, monitoring, coordination of support services) reach critical impact levels more quickly.
• Activities linked to documentation, reporting, and discharge tolerate slightly longer disruptions but still become severe over extended periods.

This structured analysis enables SHINE to allocate resources, implement recovery strategies, and uphold service standards even during crises, ensuring that vulnerable clients receive timely support when they need it most.

CBF-5 Case Management & Client Support Coordination

Supporting IT systems and applications is essential to enable efficient delivery of case management and client support coordination at SHINE.

These systems ensure that client information is accurately captured, securely stored, and accessible for timely decision-making.

They facilitate the intake, assessment, planning, coordination, monitoring, and reporting of client cases, as well as the management of client transitions and discharges.

This section outlines the key IT systems, applications, and specialised resources that support each Sub-Critical Business Function (Sub-CBF) of CBF-5, along with their Recovery Point Objectives (RPOs) and System Recovery Time Objectives (RTOs).

Table P4: Supporting IT Systems and Applications for CBF-5

Sub-CBF Code	Sub-CBF	IT Systems and Applications	RPO	System RTO	Supporting Special Equipment or Resources
5.1	Client Intake & Assessment	SHINE Client Management System (CMS), Online Intake Forms, CRM Database	4 hours	24 hours	Scanners for document capture, tablets for field data entry
5.2	Case Management Planning	CMS Case Planning Module, Microsoft 365 (Word, Excel, Teams)	4 hours	24 hours	Printers for care plans, secure shared drives
5.3	Coordination of Support Services	CMS Scheduling & Referral Module, Email, Teams, Zoom	4 hours	24 hours	Teleconferencing equipment
5.4	Monitoring & Follow-up	CMS Progress Tracking, Email, Teams, SMS Alerts	4 hours	24 hours	Mobile devices for field follow-up, dashboards for monitoring
5.5	Documentation & Reporting	CMS Reporting Module, Power BI, Microsoft 365	4 hours	24 hours	Projectors for presentations, secure document storage
5.6	Client Discharge & Transition	CMS Discharge Module, CRM, Email	4 hours	24 hours	Mobile devices for follow-up communication, document scanners

 

 

 

The integration of IT systems and applications across all Sub-CBFs of CBF-5 enables SHINE to provide efficient, coordinated, and client-focused support.

Ensuring appropriate RPOs and RTOs, along with the availability of necessary equipment and resources, strengthens business continuity and minimises disruptions in case management operations.

Continuous monitoring and maintenance of these systems are critical to sustaining service delivery and upholding the organisation’s commitment to client care and support.

 

Continuity of Care: Ensuring SHINE’s Mission Through Effective BCM
eBook 3: Starting Your BCM Implementation
MBCO	P&S	RAR T1	RAR T2	RAR T3	BCS T1	CBF
CBF-5 Case Management & Client Support Coordination
DP	BIAQ T1	BIAQ T2	BIAQ T3	BCS T2	BCS T3	PD