[BCM] [FSC] [E2] [C2] Project Management

Chapter 2

Project Management Phase for Business Continuity Management Planning Methodology for the Family Service Centre

The first phase of Business Continuity Management (BCM) planning is Project Management (PM). Under ISO 22301, this phase provides the structure, governance, and resources necessary to successfully design and implement a BCM framework within the Family Service Centre (FSC).

Given the essential role of FSCs in providing counselling, financial assistance, and family support services to the community, a structured project management approach ensures that unforeseen events do not disrupt their ability to serve vulnerable clients.

Objectives of the Project Management Phase

1. Define the Scope and Objectives

Establish the boundaries of the BCM program. For an FSC, this includes core services such as case management, counselling, financial assistance disbursement, and outreach programs.

Example: The project scope may specify that BCM covers all critical services delivered at the FSC’s physical premises, as well as digital case records maintained in the Ministry of Social and Family Development’s (MSF) systems.

2. Secure Senior Management Commitment

Leadership buy-in is vital for allocating resources, gaining staff cooperation, and ensuring the sustainability of the BCM programme.

Example: The FSC’s Centre Director formally endorses the BCM initiative, highlighting its importance in maintaining service delivery to vulnerable families, even during disruptions such as IT system outages or facility unavailability.

3. Establish a BCM Steering Committee

A governance body guides the implementation, reviews progress, and ensures alignment with FSC’s mission.

Example: The committee could comprise the Centre Director, Programme Heads (Counselling, Youth, Financial Aid), IT Coordinator, and Administrative Lead. They meet monthly to review BCM milestones.

4. Assign Roles and Responsibilities

Define who will lead, support, and maintain BCM activities.

Example: The Programme Head for Counselling is designated as BCM Coordinator, responsible for coordinating between staff and external stakeholders, while an administrative officer is tasked with maintaining BCM documentation.

Key Activities in the Project Management Phase

1. Developing a BCM Policy

The BCM policy states management’s intent and commitment to continuity planning. It ensures all stakeholders understand the purpose and scope of BCM.

Example: The FSC policy might commit to “ensuring continuity of core family support services within 48 hours of a disruption, to safeguard the well-being of clients and families in need.”

2. Identifying Legal, Regulatory, and Contractual Requirements

FSCs operate under MSF guidelines and may be audited on service delivery. It is crucial to understand compliance requirements.

Example: FSCs must adhere to MSF’s funding conditions and service level agreements, which include obligations for the timely disbursement of financial aid and the safeguarding of client confidentiality.

3. Allocating Resources

Adequate time, budget, and manpower are needed for BCM development.

Example: The FSC allocates budget for staff training in crisis response, ensures backup laptops are available for remote case management, and secures a subscription for cloud-based collaboration tools.

4. Establishing a Project Timeline and Milestones

A structured timeline helps track progress and ensures accountability.

Example: The FSC sets a six-month timeline to complete all BCM phases, with milestones such as “Risk Assessment Completed” (Month 2), “Business Impact Analysis Approved” (Month 3), and “Plan Testing Conducted” (Month 6).

5. Communication and Awareness

Staff must understand why BCM matters and their roles within the plan.

Example: The FSC conducts an awareness session to explain how disruptions such as IT failures or building power outages could affect clients, and how BCM helps maintain continuity of counselling appointments and aid distribution.

Deliverables of the Project Management Phase

By the end of this phase, the Family Service Centre should have:

• A BCM Policy endorsed by senior management.
• A BCM Steering Committee and designated BCM Coordinator.
• A Project Charter outlining objectives, scope, and deliverables.
• A Resource Plan covering manpower, tools, and budget allocation.
• A Timeline with Milestones for BCM implementation.
• A Communication Plan to build awareness among staff and stakeholders.

Example in Practice

Consider a scenario where the FSC’s building is temporarily closed due to a fire in a nearby unit. With project management in place:

• The BCM policy ensures that service continuity is prioritised.
• The Steering Committee activates contingency measures.
• Pre-assigned roles allow staff to transition to remote work using MSF’s secure digital systems.
• Families with urgent financial needs are still able to receive assistance within the stipulated service timeframe.

This illustrates how a structured Project Management phase ensures the FSC is ready to respond effectively to disruptions without compromising the support provided to families.

Business Continuity Management in Social Services: A Guide for Family Service Centres
eBook 2: Implementing Business Continuity Management
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