[BCM] [FSC] [E2] [C3] Risk Analysis and Review

Chapter 3

Risk Analysis and Review Phase of the BCM Planning Methodology for the Family Service Centre

Introduction

The Risk Analysis and Review phase is a critical component of the Business Continuity Management (BCM) planning methodology.

For Family Service Centres (FSCs) in Singapore, which provide essential community-based social services such as casework, counselling, and financial assistance, disruptions can significantly affect vulnerable families who rely on timely support.

This phase ensures that potential risks are systematically identified, assessed, mitigated, and monitored so that the FSC remains resilient and capable of serving the community even during unexpected crises.

By conducting a structured risk analysis and continuous review process, FSCs can anticipate possible disruptions—ranging from natural hazards to cyber incidents—and prepare strategies to safeguard service delivery, staff safety, and community trust.

Identifying Risks

The first step involves recognising potential threats that may disrupt FSC operations. Risks may arise from both internal and external sources. Examples relevant to an FSC include:

• Health emergencies: A pandemic outbreak (e.g., COVID-19) can cause staff shortages and lead to the loss of in-person services.
• Technology failures: Disruptions to case management systems or online counselling platforms that prevent timely support.
• Physical disruptions: Fire, flooding, or building access issues affecting the FSC’s physical premises.
• Human resource risks: Sudden resignation or illness of key social workers impacting service continuity.
• Community unrest: Social tensions in the neighbourhood affecting accessibility or safety of service delivery.

Assessing Risks

Once identified, risks should be evaluated for both their likelihood of occurrence and impact on FSC operations. For example:

• A cyberattack on FSC systems may have a medium likelihood but a high impact due to data sensitivity.
• A flood in a low-lying neighbourhood where the FSC is located could have a low likelihood but catastrophic impact if it occurs.
• A staff shortage during a health crisis has both a high likelihood and a high impact, as it may disrupt direct services to families.

Risk assessments are often plotted on a risk matrix, allowing FSC management to prioritise mitigation strategies for high-likelihood and high-impact threats.

Mitigating Risks

Mitigation involves applying controls to reduce risks to an acceptable level. FSCs can adopt the following measures:

• Health emergencies: Implement flexible work-from-home policies and tele-counselling options.
• Technology failures: Maintain data backups, establish alternative communication channels, and secure IT support contracts.
• Physical disruptions: Arrange alternate service locations with nearby community partners (e.g., another FSC or a community centre).
• Human resource risks: Cross-train staff so that critical services can continue even if key personnel are unavailable.
• Community unrest: Coordinate with grassroots organisations and law enforcement to ensure safety protocols for staff and clients.

Continuous Review

The risk environment is dynamic, requiring ongoing monitoring and updating. For FSCs, regular reviews should include:

• Annual risk assessments to capture new threats (e.g., emerging cyber risks).
• Post-incident reviews are conducted to update mitigation measures following a disruption
• Stakeholder engagement with the Ministry of Social and Family Development (MSF) and other FSCs to share lessons learned and update risk profiles.
• Policy alignment with government advisories and national frameworks (e.g., SGSecure, pandemic response guidelines).

This ensures that FSCs remain adaptable and resilient in the face of evolving threats.

Summing Up …

The Risk Analysis and Review phase equips Family Service Centres with the foresight and preparedness necessary to continue supporting families during disruptions.

By identifying, assessing, mitigating, and regularly reviewing risks, FSCs can safeguard their core mission of providing social services to vulnerable individuals and families in Singapore.

Ultimately, this phase strengthens not only the organisation's resilience but also the trust and confidence of the community it serves.

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