[BCM] [FSC] [E2] [C5] Business Continuity Strategy

Chapter 5

Implementing the Business Continuity Strategy (BCS) Phase for the Family Service Centre

Introduction

The Business Continuity Strategy (BCS) Phase is a central component of the ISO 22301 Business Continuity Management (BCM) lifecycle.

For Family Service Centres (FSCs) in Singapore, which provide critical frontline support to families in need—including counselling, financial assistance, child protection, and crisis intervention—the ability to continue operations during and after disruptions is vital.

Implementing the BCS Phase ensures that FSCs identify, design, and adopt appropriate strategies to safeguard essential services.

These strategies encompass mitigation (reducing risks before they occur), prevention (putting controls in place to avoid disruptions), and recovery (establishing measures to restore critical services within acceptable timeframes).

For FSCs, this process must be sensitive to the unique nature of social services, which involve the human-centric, community-focused, and often urgent needs of vulnerable individuals and families.

Mitigation Strategies for FSCs

Mitigation strategies focus on reducing the likelihood and severity of disruptions. For FSCs, these strategies can address both physical and operational risks:

• Infrastructure Safety Measures

• Installing CCTV cameras, fire alarms, and sprinklers to reduce safety risks for clients and staff.
• Ensuring accessibility compliance (e.g., ramps, lifts) so clients with disabilities can still access services even if normal facilities are affected.

• Data Protection and Confidentiality

• Implementing secure cloud storage for case files to minimise the impact of physical record loss due to fire or flooding.
• Regular system backups and cybersecurity awareness training for staff to prevent data breaches.

• Staff Capacity Building

• Cross-training staff in essential functions (e.g., intake assessments, crisis counselling, financial aid processing) so services remain available even if key personnel are unavailable.

Example (Mitigation in practice): An FSC conducts a hazard assessment and identifies flood risks due to nearby drainage works. As a mitigation measure, the FSC relocates critical IT servers to an elevated level and digitises records for remote access.

Prevention Strategies for FSCs

Prevention involves proactive controls to avoid disruption altogether. FSCs often operate in resource-limited settings, so practical and cost-effective preventive strategies are essential:

• Service Delivery Continuity
  • Setting up alternative communication channels (e.g., hotlines, WhatsApp business accounts, online counselling platforms) to ensure families can still reach caseworkers if the physical office is inaccessible.

• Health and Safety Controls
  • Adopting infection prevention measures (e.g., remote work arrangements, staggered appointments, PPE stockpiles) to minimise disruption during public health emergencies.

• Third-Party and Community Partnerships
  • Establishing MOUs with nearby FSCs, Voluntary Welfare Organisations (VWOs), and community partners to share facilities or staff during crises.

Example (Prevention in Practice): During the COVID-19 pandemic, an FSC implemented telecounselling services via secure video platforms, preventing service disruptions while safeguarding staff and clients.

Recovery Strategies for FSCs

Recovery strategies ensure that critical functions can be restored within acceptable impact tolerances after a disruption.

• Alternative Worksites
  • Pre-arranging temporary office spaces at community centres, schools, or partner agencies to host casework operations if the FSC premises are unusable.

• Critical Function Recovery
  • Prioritising urgent services such as family violence intervention, emergency financial assistance, and child protection referrals for rapid restoration within 24 hours.
  • Less critical services (e.g., community outreach events) may be deferred.

• Technology and Remote Access
  • Equipping staff with laptops and VPN access to ensure continuity of case management, even from home or remote sites.

• Psychosocial Support for Staff
  • Implementing staff counselling and peer support groups to aid recovery and prevent burnout after crises.

Example (Recovery in practice): Following a fire incident at a branch, the FSC activated its recovery strategy by moving essential casework operations to a nearby partner organisation’s facility within 48 hours, restoring urgent counselling and aid disbursement services quickly.

Integrating Strategies into BCM Planning

For effective implementation, the mitigation, prevention, and recovery strategies must be:

• Aligned with Critical Functions: Each strategy should directly support the FSC’s most important services, such as crisis counselling and financial assistance disbursement.
• Documented in the Business Continuity Plan: Detailed steps, assigned responsibilities, and escalation processes must be clearly outlined.
• Tested and Exercised Regularly: Scenario testing (e.g., simulated office closure, cyberattack drills) ensures that strategies are practical and staff are familiar with their roles.
• Reviewed and Updated: As community needs, risks, and regulations evolve, strategies should be updated to remain effective.

Summing Up …

The Business Continuity Strategy Phase is about more than compliance—it is about protecting the families and individuals who rely on the FSC during times of vulnerability.

By implementing mitigation, prevention, and recovery strategies, FSCs strengthen their resilience against disruptions, safeguard sensitive client information, and ensure essential services remain available when they are most needed.

In the context of ISO 22301, the FSC’s approach to strategy implementation reinforces a culture of preparedness and ensures that community support does not falter in the face of crises.

Ultimately, resilience in FSCs is not just about organisational survival—it is about continuity of care for the communities they serve.

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

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