Ebook

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

Written by Moh Heng Goh | Dec 19, 2025 10:57:26 AM


 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

Sub-CBF Code

Sub-CBF

Highest-Impact Area

4H

8H

1D

2D

3D

5D

7D

10D

14D

21D

30D

60D

RTO

MTPD

Vulnerable Period

5.1

Client Intake & Assessment

Client Safety & Service Delay

2

3

3

4

4

4

5

5

5

5

5

5

2 days

7 days

Periods of high referral volume; school terms

5.2

Case Management Planning

Service Delivery Quality

1

2

3

3

4

4

4

5

5

5

5

5

3 days

10 days

Start of new programmes; high caseload months

5.3

Coordination of Support Services

Client Well-being & Service Disruption

2

3

4

4

4

5

5

5

5

5

5

5

2 days

7 days

Peak intervention periods: school holidays

5.4

Monitoring & Follow-up

Safeguarding & Risk Escalation

1

2

3

4

4

4

5

5

5

5

5

5

3 days

14 days

High-risk cases; periods with active interventions

5.5

Documentation & Reporting

Compliance & Audit Requirements

1

1

2

2

3

3

3

4

4

5

5

5

5 days

21 days

Audit periods; grant reporting deadlines

5.6

Client Discharge & Transition

Continuity of Care & External Coordination

1

2

2

3

3

4

4

5

5

5

5

5

5 days

14 days

Transition phases with partner agencies
 
 
 

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

 

More Information About Business Continuity Management Courses

To learn more about the course and schedule, click the buttons below for the  BCM-300 Business Continuity Management Implementer [BCM-3] and the BCM-5000 Business Continuity Management Expert Implementer [BCM-5].

Please feel free to send us a note if you have any questions.
 
 
View full post