[BCM] [SHINE] [E3] [PD] [CBF] [4] Counselling & Therapy Services (SH.IFT and related programmes)

WHAT: Description and Importance of the Critical Business Function

CBF-4 Counselling & Therapy Services are integral to the mission of SHINE Children and Youth Services, providing essential psychological and emotional support for children, youth, and families.

These services are crucial in addressing mental health issues, trauma, and behavioural challenges, thereby helping individuals and families lead healthier lives.

The Counselling & Therapy Services consist of a range of interventions, including individual and group therapy, crisis intervention, and therapeutic program development.

In times of crisis, the ability to quickly resume and recover these services is essential to maintain support for at-risk youth and ensure continued access to vital mental health resources.

Pre-Crisis Preparedness (Reduce Phase)

The Pre-Crisis phase is the foundation of an effective Business Continuity Plan (BCP). For CBF-4 Counselling & Therapy Services (SH.IFT and related programmes), proactive preparation ensures that critical therapeutic services for children, youth, and families can continue with minimal disruption during emergencies. This phase focuses on building resilience, strengthening capacity, and ensuring that SHINE’s counsellors, systems, and processes are equipped and expanded, if necessary, and effectively when a crisis occurs.

Below is the expanded and detailed set of proactive readiness steps.

Establish Governance, Roles, and Responsibilities

Define BCP Roles within Counselling & Therapy Services

• Identify key staff responsible for continuity within CBF-4, including:
  • Counselling Team Lead
  • SH.IFT Programme Manager
  • Crisis Response Coordinator
  • Supporting administrative personnel
• Assign alternates for each key role to ensure leadership continuity if primary personnel are unavailable.

Conduct Regular BCP Training and Awareness

• Provide annual Business Continuity training tailored to the counselling and therapy context.
• Include simulated crisis scenarios (e.g., IT outages, staff shortages, facility disruptions) to test response preparedness.
• Train staff on:
  • Emergency communication procedures
  • Data protection and confidentiality during crises
  • Flexible delivery models (e.g., teletherapy, hybrid sessions)

Maintain Updated Contact Lists

• Maintain and regularly update emergency contact lists for:
  • All counsellors and therapy staff
  • Key external partners (e.g., schools, community partners, medical services)
  • IT support teams and building management
• Store contact lists in multiple formats (digital and printed copies) accessible offsite.

Strengthen Operational and Service Delivery Readiness

Build Redundancy in Service Delivery Modalities

• Train all counsellors in safe, compliant teletherapy practices.
• Ensure familiarity with online platforms for individual and group therapy.
• Develop contingency procedures for hybrid delivery of therapy, including:
  • Phone-based counselling (non-video)
  • Temporary alternative venues for in-person sessions
  • Virtual group therapy protocols

Maintain Adequate Staffing and Cross-Training

• Cross-train counsellors so they can support different Sub-CBF areas (e.g., crisis intervention, family therapy).
• Create a reserve list of part-time counsellors or partner professionals who can supplement staff during emergencies.
• Ensure staff are trained to manage high-stress situations and psychological first aid (PFA).

Ensure Readiness of Critical Resources and Infrastructure

Prepare Therapy Spaces for Emergency Use

• Identify and document primary and secondary therapy locations:
  • Main office therapy rooms
  • Partner-agency rooms
  • Temporary emergency locations
• Ensure therapy rooms maintain privacy, soundproofing, and accessibility standards.

Maintain an Inventory of Essential Tools

• Ensure availability of:
  • Therapy materials (e.g., assessment tools, worksheets, activity kits)
  • Laptops/tablets for remote session delivery
  • Secure communication devices
• Prepare “Grab-and-Go” emergency kits for counsellors, including:
  • Basic stationery
  • Forms and consent documents
  • Crisis response scripts and resource lists

Safeguard IT Systems and Digital Access

• Ensure all staff have:
  • Secure VPN access
  • Cloud access to essential files
  • Password managers and authentication tokens
• Conduct regular system backups for:
  • Electronic case files
  • Assessment reports
  • Contact lists
  • Therapy programme materials

Strengthen Data Protection and Case Management Continuity

Implement Robust Data Backup Protocols

• Perform automated backups of digital case files daily.
• Store encrypted backups in secure offsite cloud repositories.
• Maintain limited-access, confidential physical records in secure cabinets for critical cases.

Prepare Secure Remote Case Management Tools

• Train counsellors in using remote case documentation tools.
• Ensure remote access complies with regulatory requirements such as:
  • PDPA (Personal Data Protection Act)
  • SHINE’s internal data governance policies

Prepare Hardcopy Contingencies

• Create essential “paper continuity packs” including:
  • Intake forms
  • Consent forms
  • Critical incident reporting templates
  • Blank session notes

Prepare Client and Stakeholder Communication Protocols

Establish Clear Client Notification Templates

• Draft scripts for communicating disruptions, including:
  • Service suspension notices
  • Teletherapy transition announcements
  • Alternative contact methods

Build Multiple Communication Channels

• Ensure counsellors can reach clients via:
  • Email
  • SMS
  • Phone calls
  • Secure messaging apps (if approved)

Maintain Updated Client Priority Lists

• Categorise clients by urgency:
  • High-risk or crisis clients
  • Clients in ongoing therapy
  • New intakes awaiting assessment

This ensures that in a crisis, counsellors can quickly identify who must be contacted first.

Strengthen Partnerships and External Collaboration

Build Support Networks with External Agencies

• Formalise collaboration with schools, hospitals, community partners, and other social service agencies.
• Maintain current MOUs that support:
  • Emergency referrals
  • Shared counselling spaces
  • Joint crisis response

Conduct Joint Crisis Planning Exercises

• Organise cross-agency tabletop exercises annually.
• Include scenarios involving:
  • School lockdowns
  • Public health crises
  • Sudden loss of therapy facilities

Conduct Regular Testing, Auditing, and Review

Annual BCP Drills

• Conduct structured BCP drills for:
  • IT failure simulation
  • Facility evacuation
  • Sudden staff shortage scenarios

Review and Update BCP Documentation

• Update procedures after:
  • Each drill
  • Major operational changes
  • Feedback from counsellors and stakeholders

Risk Assessments

• Perform quarterly risk assessments specific to counselling services, examining:
  • Facility vulnerabilities
  • Data security risks
  • Client behaviour risks during disruptions

Summary Statement for Pre-Crisis Preparedness (Reduce Phase)

The expanded Pre-Crisis readiness steps ensure SHINE’s Counselling & Therapy Services are robust, flexible, and fully prepared to respond to disruptions.

With strong systems, trained personnel, secured resources, and tested protocols, SHINE can confidently sustain essential therapeutic support for children, youth, and families regardless of crisis circumstances.

Within T+24 Hours (Response and Recovery Phase)

The Within T+24 Hours – RESUMPTION phase is critical in minimising the disruption caused by a crisis and ensuring that SHINE Children and Youth Services can begin restoring its CBF-4 Counselling & Therapy Services as soon as possible.

This phase should focus on immediate recovery actions to stabilise service delivery and ensure that clients receive essential care without delay.

Below are the detailed steps for resuming services within the first 24 hours of a disruption.

Activate Business Continuity Plan (BCP)

• Activate the Crisis Management Team (CMT):
  • Immediately notify the designated Crisis Management Team members, ensuring all individuals understand their roles and responsibilities during the recovery phase.
  • Confirm the availability of key personnel (therapists, counsellors, IT specialists, etc.) and activate the emergency contact system to keep all staff informed of the status of the recovery process.
• Establish a Communication Command Center:
  • Set up a centralized location for communication, either physical or virtual, to coordinate the recovery efforts efficiently. This will serve as the primary point of contact for all recovery-related inquiries.
  • Ensure clear communication lines are established for both internal teams (e.g., therapists, administrative staff) and external stakeholders (e.g., clients, family members, external agencies).
• Ensure Crisis Management Team’s Access to Resources:
  • Ensure the team has access to critical systems, including IT systems, client management platforms, and communication tools. Verify that passwords and access to critical data are secured and ready to be used.

Assess the Scope and Impact of the Disruption

• Conduct an Immediate Impact Assessment:
  • Evaluate the extent of the disruption to CBF-4 Counselling & Therapy Services by assessing:
    • Which services (individual counselling, group therapy, crisis intervention, etc.) have been affected?
    • Which clients are impacted, especially those in ongoing therapy or crisis support?
    • Whether key resources (e.g., therapists, case management systems, therapy spaces) are available and functional.
• Identify Priority Services and Clients:
  • Identify critical service areas that need to be prioritised, such as:
    • Clients in the middle of crisis intervention or those who are at high risk (e.g., children or youth in acute distress).
    • Sessions that are critical for the continuity of treatment (e.g., long-term therapy, scheduled family therapy).
  • Focus on immediate interventions for these high-priority clients, ensuring they receive care promptly.
• Determine Resource Gaps:
  • Identify any immediate gaps in resources required to resume services, such as missing therapeutic tools, insufficient staff, or inaccessible systems.
  • Coordinate with internal teams (e.g., IT, HR) to address these gaps as quickly as possible.

Activate Remote Service Delivery (if Applicable)

• Shift to Remote/Teletherapy Services:
  • If in-person sessions cannot be resumed immediately, prioritise transitioning to remote therapy options (teletherapy, online group sessions, phone consultations).
  • Ensure that therapists and clients have access to secure, HIPAA-compliant video conferencing platforms (e.g., Zoom for Healthcare, telehealth apps) to facilitate remote sessions.
  • Communicate with clients regarding the transition to online services, providing clear instructions on how to access teletherapy and ensuring they are comfortable with the technology.
• Ensure IT Support for Remote Operations:
  • Collaborate with the IT department to ensure that systems (e.g., client management software, case documentation platforms) are fully operational for remote access.
  • Verify that all therapists and clients have the necessary technology (e.g., devices, internet access) to continue therapy remotely. Provide guidance or support if needed.
• Ensure Confidentiality for Remote Sessions:
  • Reinforce confidentiality measures for remote therapy, ensuring that clients’ privacy is upheld through secure communication channels and protocols.
  • Provide training or guidance to therapists on how to maintain confidentiality during virtual sessions (e.g., secure environments, use of encrypted communication platforms).

Restore Critical IT and Communication Systems

• Restore Access to Client Management Systems:
  • Work with IT staff to restore access to systems that support CBF-4 Counselling & Therapy Services, such as client records, appointment scheduling, and billing systems.
  • Ensure that therapists and case managers can access all necessary tools to continue their work with clients. If certain systems are down, arrange temporary workarounds (e.g., manual records, paper-based appointment logs).
• Restore Email and Communication Channels:
  • If email systems or other communication platforms have been affected, work to restore access to these tools so therapists and staff can continue communications with clients and external agencies.
  • Update clients on the disruption and explain the steps SHINE is taking to restore full services. Offer clients alternate communication channels (e.g., phone, text) if email is not yet functional.
• Ensure Secure Access to Client Data:
  • Ensure that all client data, including case documentation and therapy records, is accessible to authorised personnel. If systems are down, implement contingency plans such as using encrypted USB drives or physical case files to allow for continued service delivery.

Prioritise High-Impact Client Services and Sessions

• Prioritise Emergency and Crisis Clients:
  • Focus first on clients requiring immediate therapeutic support, such as those in active crisis or who need urgent intervention (e.g., youth at risk of self-harm, or those in need of immediate family therapy).
  • Ensure that these clients are immediately scheduled for remote or in-person sessions as available.
• Contact Clients with Scheduled Appointments:
  • Contact clients with pre-scheduled therapy sessions during the disruption and reschedule or offer alternative support if in-person sessions cannot be held.
  • Use text messages, emails, or calls to confirm appointments and provide updates on the recovery status.
• Re-establish Group Therapy and Family Therapy Sessions:
  • For clients engaged in group therapy, assess the ability to resume these sessions. If virtual groups are an option, arrange for secure platforms that allow group interactions while maintaining privacy.
  • Reschedule or facilitate the continuation of family therapy sessions, especially for families facing challenges due to the disruption.

Ensure Staff Availability and Support

• Communicate with All Therapists and Support Staff:
  • Ensure all therapists and administrative staff are informed of the recovery status and understand their roles in the resumption of services. Communicate regularly to keep staff updated.
  • Check with staff to determine if they are available for remote work or need additional support (e.g., technology assistance, rescheduled shifts).
• Provide Immediate Training or Refreshers on Remote Service Delivery:
  • If therapists need to transition to teletherapy, provide brief training or resources to help them adapt to remote service delivery. This may include guidance on using new platforms or handling challenging client situations remotely.
• Monitor Staff Wellbeing and Mental Health:
  • Acknowledge that staff may be under additional stress following a disruption. Provide immediate support or resources to address staff wellbeing, such as stress management resources or access to internal mental health services.
  • Ensure that therapists and support staff are not overwhelmed, and adjust caseloads or schedules if needed to prevent burnout.

Begin Client Referrals and External Agency Collaboration

• Facilitate External Referrals (if necessary):
  • If certain services cannot be immediately resumed, coordinate referrals to external agencies or partners that can provide immediate care (e.g., other mental health clinics, emergency response teams).
  • Ensure that all referrals are tracked and clients are properly transitioned to alternative services. Document all referrals and communications to maintain continuity of care.
• Collaborate with External Partners:
  • Collaborate with external agencies to identify any resources they can provide during the resumption phase, such as shared therapy spaces, additional counsellors, or mental health professionals.
  • Coordinate efforts with other community organisations to enhance the overall service recovery and meet immediate client needs.

Summary Statement for Within T+24 Hours (Respond, Resume and Recovery Phase)

The Within T+24 Hours – RESUMPTION Steps are designed to quickly restore CBF-4 Counselling & Therapy Services while maintaining a high level of care for clients.

The primary focus during this phase is on assessing the impact of the disruption, prioritising high-impact services and clients, restoring key IT systems, and ensuring staff availability and support.

By taking these immediate actions, SHINE can stabilise its operations, minimise client distress, and begin the process of returning to normal service delivery.

This ensures that SHINE continues to provide timely and effective therapeutic services to the youth and families who depend on them.

After T+24 Hours (Restore and Return Phase)

The focus after T+24 hours is on the complete restoration of normal operations for CBF-4 Counselling & Therapy Services.

This includes ensuring that all services are back to full functionality, addressing any remaining issues from the disruption, and ensuring continued support for clients.

Below are the expanded recovery steps to guide SHINE Children and Youth Services through this phase.

Full Resumption of Therapy Services

• Re-establish In-Person Sessions:
  • If the disruption affected the ability to conduct in-person therapy, prioritise the return of face-to-face therapy sessions for clients who require them.
  • Ensure that all therapy spaces are sanitised, secured, and prepared for therapy. This includes checking that therapeutic tools, seating arrangements, and privacy measures are in place to facilitate effective therapy sessions.
• Ensure Availability of Therapists and Counsellors:
  • Verify that all therapists, counsellors, and support staff are available to resume their duties. If staff were temporarily unavailable due to the disruption, work to integrate them back into service as soon as possible.
  • Confirm that staff members are prepared for the shift back to normal operations and are aware of any updates to procedures or resources.
• Prioritise Vulnerable Clients:
  • Reassess the clients who were in urgent need of services during the disruption, such as those in active therapy or those requiring crisis intervention, to ensure they are promptly seen or reassigned to appropriate therapists.
  • If any clients were referred to external agencies during the disruption, follow up to ensure they are returned to SHINE’s care when ready or if needed.

Rebuild Client Case Records and Documentation

• Review and Update Client Files:
  • Ensure that all client case files are current and complete. Any gaps in documentation that arose during the disruption should be identified and corrected. This includes progress notes, assessments, treatment plans, and session details.
  • For any services that were disrupted, ensure that therapists update clients' records with information about their missed sessions, alternative services they may have accessed, and any new plans for rescheduling or therapy adjustments.
• Ensure Confidentiality and Compliance:
  • Reaffirm that all client data, including case notes and sensitive information, is kept secure and confidential, in line with data protection laws and SHINE’s confidentiality policies.
  • Conduct a review to ensure that all records are properly stored and accessible, whether they are physical records or digital files.
• Integrate Remote and In-Person Records:
  • If therapy services were provided remotely during the disruption, integrate those records with the in-person session records. This may involve linking teletherapy notes with in-person treatment plans to ensure continuity of care.

Ongoing Monitoring and Evaluation

• Evaluate the Recovery Process:
  • Monitor the progress of therapy services and the recovery process by checking in with therapists, clients, and staff. Conduct regular meetings with the counselling team to identify any ongoing issues or barriers to full recovery.
  • Use client feedback (via surveys or direct communication) to gauge their satisfaction with the resumption of services. Address any concerns that arise promptly.
• Evaluate the Effectiveness of Therapy Sessions:
  • Continue to assess the effectiveness of therapy and make any necessary adjustments to treatment plans. This may include reviewing clients’ emotional well-being or therapeutic progress, particularly those who may have been affected by the disruption.
  • Revisit goals established before the crisis and adjust based on the current needs of the clients. For example, children or youth who may have experienced emotional distress during the disruption could require more intensive therapy.
• Monitor Staff Wellbeing:
  • Acknowledge the impact of the crisis on staff wellbeing. Offer necessary support for therapists and staff to ensure they are not overwhelmed as services are fully resumed. This could include offering stress relief programs, additional training on handling post-crisis cases, or offering supervision support.
• Document Lessons Learned and Make Improvements:
  • Gather input from the team regarding what worked well during the recovery phase and what areas could be improved in future responses. Document these lessons learned and integrate them into the Business Continuity Plan (BCP) for future improvements.
  • If there were particular challenges in resuming services (e.g., delays in client access, resource shortages), identify corrective actions and integrate them into standard operating procedures.

Reinforce Communication with Clients

• Update Clients on Service Status:
  • Send communications (via email, SMS, or phone calls) to all clients informing them that services have returned to normal. Include any relevant changes to their therapy schedules or locations, as well as information on how to reach their therapists or access services.
  • Reassure clients that their care is a priority and that steps have been taken to ensure the continued quality of service.
• Provide Additional Support if Needed:
  • If clients experienced significant disruption to their therapy, offer additional support or therapy sessions to make up for lost time or address new challenges that may have arisen. This may include offering extra sessions or extending existing treatment plans.
  • For those who might need continued support in light of the disruption (e.g., clients experiencing heightened anxiety or distress), offer targeted interventions such as crisis counselling or follow-up support.

Return to Normal Operations

• Resumption of Full Service Delivery:
  • After T+24 hours, work to ensure all services are running at full capacity, including individual and group therapy, crisis intervention, and family support programs.
  • Ensure that therapy schedules are balanced and that no backlog of sessions remains. Assess and ensure that the client caseload is manageable for therapists as the service resumes.
• Reassess Resource Allocation:
  • Evaluate whether any additional resources (e.g., staff, facilities, or therapeutic tools) are required to accommodate the backlog caused by the disruption. Adjust schedules or increase staffing where necessary to manage the demand for services.
  • Ensure that all necessary supplies and tools (e.g., therapy materials, case documentation systems) are restocked and available for therapists.
• Ensure Long-Term Client Follow-Up:
  • Continue to monitor clients who may require longer-term care or follow-up due to the disruption. This may include offering ongoing assessments or therapeutic check-ins to ensure their recovery and well-being.
  • Maintain communication with clients on their treatment progress and follow up on any referrals made during the crisis.
• Conduct a Final Recovery Review:
  • Once all services are fully resumed, conduct a final review of the recovery process. This includes assessing whether the plan’s recovery objectives were met, if any lingering issues persist, and ensuring that lessons learned are captured and integrated into future continuity plans.
  • Report on recovery success and any remaining challenges to senior management and key stakeholders.

Summary Statement for After T+24 Hours (Restore and Return Phase)

The After T+24 Hours – RECOVERY Steps section of the business continuity recovery procedure ensures that SHINE Children and Youth Services can effectively restore Counselling & Therapy Services after a disruption, minimising the impact on clients and staff.

By methodically addressing the resumption of therapy services, updating records, monitoring progress, and reinforcing communication, SHINE will ensure the seamless return to normal operations, maintaining high standards of care for the youth and families who rely on these essential services.

This comprehensive recovery approach strengthens SHINE’s overall business continuity and prepares the organisation for any future challenges.

The CBF-4 Counselling & Therapy Services recovery procedure ensures that SHINE Children and Youth Services can maintain essential mental health support for at-risk youth, even in times of crisis.

By establishing proactive readiness steps, detailed recovery protocols, and clear roles for all involved, SHINE can quickly resume and fully recover critical services, ensuring minimal disruption to clients' well-being and continued delivery of essential care.

This plan underscores SHINE's commitment to providing continuous and effective therapy services, helping children, youth, and families through times of crisis and beyond.