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

The purpose of this Business Continuity Plan and Procedure is to outline the steps necessary to ensure that the critical business functions (CBF) of Case Management & Client Support Coordination continue to operate effectively during and after a disruption.

This procedure is designed to support SHINE Children and Youth Services in maintaining its core services for at-risk youth and families, ensuring no interruption in the vital support provided.

The following outlines recovery strategies, key actions, and a structured approach for SHINE teams to follow during a crisis.

The Sub-CBF Code and Sub-Critical Business Functions for CBF-5 Case Management & Client Support Coordination:

• CBF-5.1 Client Intake & Assessment
• CBF-5.2 Case Management Planning
• CBF-5.3 Coordination of Support Services
• CBF-5.4 Monitoring & Follow-up
• CBF-5.5 Documentation & Reporting
• CBF-5.6 Client Discharge & Transition

WHAT

Case Management & Client Support Coordination is a critical function at SHINE Children and Youth Services, directly impacting the welfare of youth and families in need of intervention.

This function involves a comprehensive approach to:

• Client Intake & Assessment: Evaluating the needs of individuals and families to determine the level of care required.
• Case Management Planning: Developing individualised care plans tailored to the specific needs of the client.
• Coordination of Support Services: Ensuring all necessary services, such as counselling, social work, and medical support, are provided seamlessly.
• Monitoring & Follow-up: Continuously track progress and adjust care plans as needed.
• Documentation & Reporting: Maintaining accurate records for compliance, tracking, and future planning.
• Client Discharge & Transition: Ensuring smooth transitions when clients are ready to move on from services.

This function is vital for providing consistent, comprehensive care to youth in need, ensuring their long-term well-being, and preventing further harm. The effectiveness of Case Management & Client Support Coordination directly impacts SHINE's mission and client safety.

HOW – Implementation Steps

The Pre-Crisis – Proactive Readiness Steps are critical to ensuring that SHINE Children and Youth Services is well prepared to respond effectively to any disruption.

Proactive planning, training, and risk mitigation help to minimise the impact of crises and ensure the organisation can continue serving at-risk youth and families with minimal disruption.

The following steps outline key actions to establish and maintain readiness for a crisis.

1. Comprehensive Risk Assessment

• Identify Potential Risks:
  • Conduct a thorough risk assessment to identify potential threats to operations across all aspects of CBF-5 Case Management & Client Support Coordination. This includes natural disasters, IT system failures, pandemics, staffing shortages, and security breaches.
  • Evaluate each risk based on its likelihood, potential impact on services, and the areas of operation most vulnerable to disruption. Risks should be categorised into high, medium, and low severity levels.
  
  
• Impact Analysis:
  • Identify critical sub-CBFs (e.g., Client Intake & Assessment, Case Management Planning) that different scenarios would most impact. For example, disruptions to the IT systems could halt the intake process, while staffing shortages could delay case management services.
  • Analyse how each disruption scenario could affect client care and the overall mission of SHINE. This will inform prioritisation in recovery efforts.
  
  
• Develop Mitigation Strategies:
  • For each identified risk, develop mitigation strategies to reduce the likelihood of its occurrence. For example, regularly updating software systems can reduce the risk of IT failures, while cross-training staff can mitigate the impact of staff shortages.
  • Implement systems and practices that enhance resilience, such as creating redundancies for key systems (e.g., using cloud-based storage to protect client records from physical damage).

2. Business Continuity Planning

• Develop and Maintain an Updated BCP:
  • Ensure that SHINE’s Business Continuity and Recovery Plan (BCRP) is up-to-date and includes detailed steps for each sub-CBF of CBF-5 Case Management & Client Support Coordination.
  • The BCRP should outline the specific recovery actions required for each function (e.g., Client Intake & Assessment, Case Management Planning), identify key personnel, and establish clear timelines for resumption and recovery.
  
  
• Define Roles and Responsibilities:
  • Clearly define roles and responsibilities for staff during a crisis. This includes designating members of the Crisis Response Team (CRT) and individuals responsible for managing communication, client care, and IT recovery.
  • Ensure staff are aware of their specific duties during a disruption and have the authority to act when needed.
  
  
• Resource Allocation & Prioritization:
  • Identify the minimum resources required to sustain essential services during a crisis. For example, which staff are critical for maintaining client care, and what IT systems are necessary to manage client records and communications?
  • Ensure that key resources (staff, technology, data, facilities) are available and can be quickly mobilised if needed. Develop contingency plans for resource shortages (e.g., recruiting temporary staff, renting backup equipment).

3. Training & Capacity Building

• Staff Training:
  • Conduct regular training sessions for all staff on the BCRP and their specific roles during a crisis. This should include training on how to continue case management activities under various disruption scenarios (e.g., remote case assessments, virtual client support, managing urgent cases).
  • Focus on enhancing staff’s crisis management skills and ensuring they are familiar with emergency procedures. Regularly update training materials to account for new protocols, tools, or operational changes.
  
  
• Crisis Simulation Drills:
  • Organise periodic crisis simulation exercises that mirror potential real-world scenarios, such as power outages, IT disruptions, or emergency evacuations. These drills will test staff's response time, coordination, and ability to follow the BCRP under pressure.
  • Involve all relevant departments (IT, operations, case management, etc.) to ensure an integrated response. After each drill, conduct a debrief to review performance and identify areas for improvement.
  
  
• Cross-Training:
  • Cross-train staff to ensure operational continuity in the event of personnel unavailability.
  • For example, train case managers to handle client intake processes, and vice versa, so staff can step into different roles as needed during a crisis.
  • Cross-training also ensures staff are familiar with various aspects of CBF-5 Case Management & Client Support Coordination, making them more flexible and better able to handle disruptions efficiently.
  
  
• Tabletop Exercises for Senior Management:
  • Organise tabletop exercises for senior leadership and key department heads. These exercises simulate high-level decision-making processes during a crisis, focusing on communication, resource allocation, and overall strategy for business continuity.

4. System & Technology Preparedness

• IT Systems Backup & Redundancy:
  • Ensure that all critical IT systems used in case management are regularly backed up. This includes client records, case management databases, assessment tools, and communication platforms.
  • Implement system redundancies (e.g., cloud backups, secondary servers) to ensure client information remains accessible even in the event of hardware failure or data corruption.
  
  
• Disaster Recovery Plans for IT:
  • Work with IT teams to develop a detailed disaster recovery plan that includes procedures for quickly restoring systems in the event of an IT failure. Ensure that IT support teams are familiar with recovery protocols and can respond promptly to system outages.
  • Test disaster recovery systems regularly to ensure critical client data and operational systems can be restored quickly with minimal downtime.
  
  
• Remote Access & Digital Tools:
  • Ensure that case managers and other staff have the tools and technology required to work remotely if necessary. This includes secure virtual private networks (VPNs), client management software, and communication platforms (e.g., video conferencing tools and secure messaging systems).
  • Provide staff with mobile devices or laptops equipped with all necessary software and access to client information so they can continue operations outside the office.
  
  
• Data Security & Compliance:
  • Regularly audit security protocols to ensure that sensitive client data is protected from breaches during disruptions. This includes ensuring compliance with data protection laws and regulations (e.g., PDPA in Singapore).
  • Implement additional security measures for remote working environments, such as multi-factor authentication (MFA) and encryption for communication and file sharing.

5. External Stakeholder Engagement

• Partner Collaboration:
  • Establish formal agreements with key external partners (e.g., healthcare providers, community organisations, schools) outlining their roles and responsibilities in a crisis. These partnerships ensure continuity of support for clients when needed.
  • Create a stakeholder contact list, including emergency contacts for external partners, to ensure seamless coordination during a disruption.
  
  
• Supply Chain Management:
  • For essential supplies (e.g., materials for case management, client care resources), identify critical suppliers and establish contingency plans for continued supply during disruptions. This includes working with vendors to ensure they can maintain service levels during crises.
  • Build a network of backup suppliers and vendors to mitigate risks related to supply chain disruptions.
  
  
• Client Communication Protocols:
  • Develop a client communication protocol that outlines how clients will be notified in the event of a crisis, how they can access services, and how support will continue. Pre-draft communication templates for various crisis scenarios (e.g., service delays, IT outages, emergency procedures).
  • Create multiple communication channels for clients, including phone lines, SMS, email, and website updates, to ensure that they can easily reach SHINE for support.

6. Regular Review & Continuous Improvement

• Periodic Plan Reviews:
  • Continuously review and update the BCP and all related procedures to account for changes in operations, new risks, or external factors. This ensures that SHINE’s continuity strategies are always current and relevant.
  • Engage staff and management in regular reviews of the business continuity and disaster recovery plans to ensure that lessons from past disruptions are incorporated into future strategies.
  
  
• Lessons Learned:
  • After every crisis or disruption, conduct a thorough review to identify what worked well and areas that need improvement. Document these lessons and use them to improve training, systems, and processes.
  • Share the lessons learned across teams to create a culture of preparedness and continuous improvement.

The Pre-Crisis – Proactive Readiness Steps are essential for preparing SHINE Children and Youth Services to respond effectively to potential disruptions.

By conducting thorough risk assessments, maintaining an up-to-date business continuity plan, training staff, preparing IT systems, engaging external stakeholders, and ensuring regular plan reviews, SHINE can build a robust crisis-management framework.

These proactive measures not only minimise the impact of disruptions but also ensure that SHINE remains resilient in continuing to provide essential services to at-risk youth and families.

HOW – Implementation Steps

The Within T+24 Hours – RESUMPTION phase focuses on initiating the recovery process as soon as a disruption is identified.

This is a critical phase in which SHINE Children and Youth Services should work swiftly to restore essential functions, resume service delivery, and ensure that client needs are met despite the disruption.

The following steps outline the key actions to take within the first 24 hours of a crisis to resume normal operations and minimise impact on service delivery.

1. Activate Crisis Response Team

• Immediate Activation:
  • Upon confirmation of a disruption, activate SHINE’s Crisis Response Team (CRT). The CRT should include senior management, operational leads from each relevant department, IT staff, and case management coordinators.
  • The team should begin by assessing the scale of the disruption and identifying which critical business functions (CBFs) are affected, particularly CBF-5: Case Management & Client Support Coordination.
  
  
• Initial Briefing:
  • The CRT must conduct an immediate briefing to ensure all members understand the situation and their roles. This should include an assessment of the disruption, initial actions to be taken, and the communication plan for all internal and external stakeholders.
  • Establish a central communication channel (e.g., a crisis hotline, messaging app) to keep all stakeholders updated in real time.
  
  
• Task Assignment:
  • Assign specific tasks to CRT members, such as identifying affected cases, coordinating resource allocation, and activating backup systems.
  • Designate a Crisis Communication Lead to handle external communications with clients, partners, and relevant authorities, and to coordinate internal communication.

2. Assess Impact on Client Services

• Prioritise Immediate Client Needs:
  • Evaluate which areas of CBF-5 Case Management & Client Support Coordination have been most affected by the disruption. This may include delays in client intake, assessment, or case management planning, which are critical to ensuring clients receive timely and appropriate care.
  • Prioritise immediate services for clients who are most vulnerable or at high risk due to the disruption.
  • This includes:
    • High-risk youth requiring immediate interventions.
    • Clients experiencing crises, such as acute mental health issues or safety concerns.
    • Any clients whose cases are currently pending or under review.
  
  
• Client Intake & Assessment (CBF-5.1):
  • Identify and address any gaps in client intake processes, such as delayed appointments or assessments. Deploy alternative measures, such as remote assessments or temporary intake centres, to ensure that new and existing clients can still be evaluated.
  • If physical intake assessments are disrupted, use digital tools (video calls, online forms) to collect necessary client information and initiate support.
  
  
• Re-establish Case Management Planning (CBF-5.2):
  • Ensure case managers can resume work by restoring their access to client records and support systems. Provide contingency support if case managers are unable to access their regular workstations.
  • Review all cases with potential disruptions to ensure no clients are overlooked and that their care plans are adjusted to account for service delays or interruptions.
  
  
• Coordination of Support Services (CBF-5.3):
  • Reinitiate any coordinated services that have been impacted, including referrals to external partners (e.g., healthcare services, schools, and community support agencies).
  • Confirm with external partners the resumption of their services and develop a clear plan to restore referrals and follow-ups.
  
  
• Monitoring & Follow-up (CBF-5.4):
  • Identify cases requiring immediate monitoring or follow-up that may have been delayed due to the disruption.
  • Assign team members to ensure these follow-ups are completed promptly.
  • If in-person visits are not possible, arrange virtual monitoring or alternative follow-up methods to continue follow-up activities.

3. Communication to Clients & Staff

• Inform Clients:
  • Immediately inform all affected clients about the disruption and the actions being taken to resolve it. Transparent communication is essential to maintaining trust and minimising client anxiety during a crisis.
  • Provide updates on when they can expect their services to resume and if there are any alternative arrangements (e.g., virtual consultations or delays).
  • Use SMS, email, phone calls, or other direct communication methods to reach clients as quickly as possible.
    
  
  
• Staff Communication:
  • Inform all staff about the nature of the disruption and the recovery steps being taken. Ensure that case managers and other essential staff are aware of their roles during the resumption process.
  • Ensure clear instructions are provided on how to proceed with client services. This might include temporary changes to workflows, remote-work instructions, or guidance on accessing necessary client information.
  • Encourage staff to report any concerns or challenges they encounter during the recovery process so operations can be adjusted accordingly.
  
  
• External Communication with Stakeholders:
  • Reach out to external stakeholders, such as partners, funders, and community organisations, to inform them of the disruption and your planned recovery efforts. This helps maintain partnerships and ensures that any coordinated activities resume quickly.
  • If necessary, release a public statement or a media update to inform the broader community about the situation, particularly if there are any widespread impacts.

4. Alternative Service Provision

• Temporary Adjustments:
  • Implement alternative service delivery methods for areas most impacted by the disruption. For example:
    • Virtual Case Management: Set up video or phone consultations for case assessments, progress meetings, and client support sessions when in-person meetings are not feasible.
    • Remote Working: Encourage case managers and support staff to work remotely, if feasible, to continue their work from home while systems are being restored.
    • Backup Support Staff: Engage additional staff or volunteers to assist with workload management, particularly in high-demand areas such as client intake or urgent follow-ups.
    
    
• Prioritise Critical Services:
  • Focus on ensuring that essential services are prioritised. If complete service restoration isn’t possible immediately, deliver critical services to those most in need, such as:
    • Emergency intake for new cases.
    • Crisis management support for clients experiencing immediate risks.
    • Access to urgent mental health services or medical support.
  
  
• Temporary Facilities & Resources:
  • Set up temporary service areas as needed (e.g., temporary case management offices, remote service locations, mobile services) to address backlog or delays in service delivery.
  • Ensure that all required resources (e.g., client files, technology, communication tools) are available at these temporary locations.

5. IT System Recovery

• Restoration of Systems:
  • If the disruption is IT-related (e.g., system downtime, data corruption, loss of access to client management platforms), begin immediate recovery of critical systems, including restoring access to:
    • Case management software.
    • Client intake databases.
    • Communication platforms for staff and client coordination.
    
    
  • Engage IT support teams to troubleshoot issues, repair system faults, and ensure data integrity and security. Prioritise the restoration of systems that are critical for client service continuity.
  
  
• Backup Systems:
  • Activate backup systems (e.g., cloud-based case management tools, emergency servers) to quickly restore services. Ensure that any client data or communications affected by the disruption are recovered from secure backups.
  • Test and confirm the integrity of backups before using them to ensure no data loss or corruption.
  
  
• External IT Support:
  • If internal resources are insufficient, bring in external IT consultants or service providers to assist with system recovery. Ensure they have access to all necessary documentation and resources to expedite recovery.

6. Documentation of the Disruption

• Track Disruption Impact:
  • Create a disruption log to track the nature of the incident, immediate actions taken, and ongoing recovery efforts. This log will be used for later analysis and reporting.
  • Document any instances of service failure, delays, or issues encountered during the resumption process. This will help improve future response efforts and inform post-incident reviews.
  
  
• Client Case Documentation:
  • Maintain clear, accurate records of how each client’s care was affected by the disruption. This includes:
    • Documenting any delays or adjustments to their case management plans.
    • Recording alternative service delivery methods used (e.g., virtual meetings).
    • Noting any follow-up actions that need to be taken after full service restoration.
  
  

The Within T+24 Hours – RESUMPTION Steps focus on restoring core services, ensuring that clients’ immediate needs are met, and maintaining effective communication with staff, clients, and external stakeholders.

By quickly activating response teams, assessing the impact, deploying alternative service options, and beginning IT system recovery, SHINE Children and Youth Services can resume its operations and minimise disruption to clients.

These steps are essential to ensuring service delivery continues, even in a crisis.

HOW – Implementation Steps

After the first 24 hours, recovery moves from immediate response to restoring full functionality.

This phase focuses on assessing the longer-term impacts, stabilising services, and ensuring all systems are restored to operational capacity.

The following steps will guide SHINE Children and Youth Services through the recovery phase:

1. Comprehensive Assessment

• Assess Full Impact:
  • Conduct a thorough assessment of the disruption’s scope, focusing on the impact on both internal processes and client services.
  • Evaluate which sub-CBFs (Client Intake & Assessment, Case Management Planning, Coordination of Support Services, etc.) were affected and determine the extent to which operations can be restored.
  • /Prioritise recovery for functions that directly impact the well-being and safety of clients.
  
  
• Review Client Impact:
  • Review client records and identify any cases where clients have been delayed, impacted, or at risk due to the disruption.
  • Ensure all critical cases, especially those with immediate or urgent needs, are escalated for priority handling.
  • Engage case managers to assess each client’s progress and determine whether any adjustments to their care plans are needed due to the disruption.

2. Service Restoration

• Resuming Normal Operations:
  • Begin restoring all affected services to full capacity. This includes ensuring that all case management and client support coordination services are resumed and are functioning as usual.
  • If certain services have been temporarily suspended (e.g., face-to-face meetings, in-person assessments), reinitiate them, ensuring staff and clients are informed of the new service schedule.
  
  
• Communication with Clients:
  • Reach out to clients affected by the disruption to provide an update on when complete services will resume.
  • For clients who may have experienced service delays, explain the steps taken to mitigate the impact and reassure them that their cases are being managed as efficiently as possible.
  
  
• Deploy Alternative Measures:
  • When some services cannot be restored immediately, offer alternative measures to ensure continuity of care.
  • This could include using temporary services, virtual platforms, or assigning additional staff to manage caseloads.

3. Client Support & Case Adjustments

• Client Reassessment:
  • For each affected client, reassess their needs and ensure their support plan reflects any changes resulting from the disruption.
  • For instance, if any monitoring or follow-up services were delayed, reschedule these appointments as a priority.
  • Identify clients who might require additional support to address any gaps caused by the service interruption (e.g., additional counselling or therapy sessions, extra case management hours).
  
  
• Ongoing Monitoring & Adjustment:
  • Continue monitoring clients to ensure that they are receiving the necessary services. Update care plans and recovery goals as needed to reflect any changes or delays caused by the disruption.
  • Where required, engage external partners (e.g., healthcare providers, educational institutions) to support long-term recovery for clients whose needs may have escalated during the disruption.
  
  
• Cross-Team Collaboration:
  • Ensure all teams (case managers, therapists, social workers, etc.) maintain close communication during the recovery phase to prevent any client needs from being overlooked.
  • Collaborate with other SHINE departments to ensure broader operational challenges (e.g., administrative or IT issues) are addressed.

4. System Stabilisation

• IT Systems Recovery:
  • Focus on stabilising and fully restoring IT systems, including client management systems, documentation software, and communication platforms. Ensure that all systems are performing optimally and that no data has been lost or corrupted during the disruption.
  • Engage IT support staff to conduct a complete systems check, verifying the integrity of all databases and ensuring that backup systems are functioning correctly.
  • If any systems were compromised, implement additional security measures to protect client information and prevent future breaches.
  
  
• Data Validation & Backup:
  • Perform a full audit of all data that was accessed, modified, or created during the disruption. Verify that client records are complete and accurate.
  • If necessary, restore any missing or corrupted data from backups. Double-check that all critical documents, reports, and case files are fully accounted for.
  
  
• Implement IT Improvements:
  • If the disruption exposed weaknesses in IT infrastructure, begin implementing improvements such as enhanced backup systems, network redundancy, or more secure access points to prevent future failures.
  • Review the incident with IT teams to identify lessons learned and to improve disaster recovery protocols for future incidents.

5. Review & Learn: Post-Recovery Analysis

• Recovery Evaluation:
  • Conduct a post-recovery evaluation with key stakeholders (including management, team leads, and relevant department heads) to assess how the recovery was handled.
  • Collect feedback from staff and clients to identify what worked well and areas for improvement.
  • This can include communication methods, crisis service delivery, and staff support.
  
  
• Debriefing with Crisis Response Team:
  • Hold a debriefing session with the Crisis Response Team to discuss how the recovery steps were executed. Focus on successes and challenges during the response phase, as well as any delays or issues that require attention.
  • Discuss the coordination between different teams (e.g., case management, IT, and administrative support) and identify any improvements that could help streamline future recovery processes.
  
  
• Actionable Insights & Documentation:
  • Document all findings from the review phase, particularly any lessons learned. These insights will inform updates to SHINE's Business Continuity Plan.
  • Update the BCRP based on these insights to strengthen SHINE's ability to handle future disruptions. This might include changes to operational procedures, IT infrastructure, or communication strategies.
  
  
• Staff Feedback & Well-being:
  • Ensure that staff members who were directly involved in recovery efforts receive feedback and support for their hard work.
  • Please provide any additional training or debriefing sessions that might be necessary for their role during future crises.
  • Consider staff well-being and mental health after a disruption.
  • Offering counselling or relaxation resources to employees under pressure can help them recover and perform better in subsequent recovery efforts.

6. Long-Term Recovery & Resilience Building

• Continuous Client Support:
  • Even after systems and operations have been restored, continue offering extra support to clients who may have been affected by the disruption. Ongoing communication will help rebuild trust and ensure that no client falls through the cracks.
  • Continue to monitor clients’ progress, particularly those who may have experienced heightened trauma or disruption due to the crisis.
    
  
  
• Building Resilience:
  • Use the lessons learned during this recovery period to create a more resilient system. This may include implementing more robust contingency plans, improving resource allocation for future disruptions, and strengthening the network of external partners.
  • Please review the entire BCRP and test it regularly to ensure that SHINE is better prepared for potential future disruptions, improving both response times and recovery success.

The After T+24 Hours – RECOVERY Steps are designed to guide SHINE Children and Youth Services through the process of restoring full functionality after a disruption.

By conducting comprehensive assessments, stabilising services, supporting clients, and ensuring that systems are fully operational, SHINE can return to normal operations effectively.

This recovery phase also provides an opportunity for continuous improvement, helping ensure that SHINE remains resilient in the face of future crises.

After 24 hours, the focus shifts from resumption to full recovery, ensuring that all services, client care, partnerships, and operational systems are fully restored.

By systematically completing recovery steps, SHINE ensures the long-term stability of Community Social Work and School Social Work services, protects client welfare, and strengthens organisational resilience against future disruptions.

The business continuity recovery plan for CBF-5 Case Management & Client Support Coordination is designed to ensure that SHINE Children and Youth Services can continue providing vital services to its clients, even in the event of a crisis.

By following these structured recovery steps, SHINE will maintain the safety and well-being of at-risk youth and families, ensuring no client is left unsupported during a disruption.

The proactive readiness steps, immediate recovery actions, and long-term recovery procedures outlined above are integral to SHINE's mission of delivering continuous care and support to its community.