[BCM] [FSC] [E2] [C6] BCM Plan Development

Chapter 6

Implementing the Business Continuity Plan (BCM Plan) Development Phase for the Family Service Centre

Introduction

The Business Continuity Plan (BCM Plan) is the cornerstone of an organisation’s preparedness to respond to and recover from disruptions.

For Family Service Centres (FSCs) in Singapore, which play a critical role in providing community-based social services, a well-developed BCM Plan ensures continuity of essential services such as counselling, financial assistance, case management, and community outreach.

The Plan Development phase within the ISO 22301 framework formalises strategies identified earlier and translates them into actionable, step-by-step procedures that can be activated during a crisis.

For FSCs, this is especially important as service disruptions—whether from IT outages, pandemics, or physical facility issues—can directly affect vulnerable clients who depend on timely support.

This chapter outlines the development of a BCM Plan for The Family Service Centre, highlighting the processes, workshops, and validations required to ensure that the final plan is comprehensive, practical, and tailored to the community's needs.

What Does Plan Development Entail?

1. Determination of the Organisation of the BC Plan Document

The first step involves establishing the overall structure of the BCM Plan to ensure it is systematic, user-friendly, and aligned with FSC operations.

• Designing and Developing the BC Plan Template

The Family Service Centre should create a standard template that captures critical information such as contact lists of social workers, counsellors, partner agencies, and emergency services.

The template should also include step-by-step procedures for activating crisis communication channels and alternative service delivery methods (e.g., phone or online counselling if in-person sessions are disrupted).

• Determining the Recovery Organisation

The FSC needs to define clear roles and responsibilities during recovery. For instance, the Centre Director may assume the role of BCM Sponsor, while Programme Heads and Casework Supervisors act as Recovery Leads.

A recovery organisation chart ensures that all staff understand who coordinates volunteer engagement, IT recovery, or temporary relocation to another FSC facility in case of building closure.

2. Conducting a BC Plan Writing Workshop to Guide Plan Writers

Once the template and recovery structure are determined, FSCs should conduct plan writing workshops with staff involved in business continuity.

• Guidance for Plan Writers

A workshop helps explain BCM concepts to programme coordinators and administrative staff who may not be familiar with technical recovery processes.

For example, a session could guide case managers in documenting backup procedures for accessing client records through secure remote systems if the office is inaccessible.

• Completion of the Plan Template by BU BCM Coordinators

Each unit within the FSC (e.g., Counselling Services, Financial Assistance, Community Outreach) completes its section of the plan.

The Financial Assistance team, for instance, may document how to process urgent applications manually if IT systems fail, while Counselling Services may prepare a schedule for shifting to tele-consultation during prolonged disruptions.

3. Finalisation of the BC Plan Production

The last stage ensures the BCM Plan is both practical and endorsed by leadership.

• Validation by BU BCM Coordinators and Heads of Business Units

Unit Heads and BCM Coordinators review their sections to confirm that recovery strategies are realistic and complete.

For example, the Head of Casework may validate that all vulnerable clients have an alternative contact method recorded, ensuring continuity of care.

• Ensuring Completeness and Coverage

The final BCM Plan should cover all critical areas: crisis communication with clients, internal staff coordination, partnership engagement (e.g., with MSF or other FSCs), IT/data recovery, and temporary relocation measures.

The validation process ensures nothing essential is overlooked and that the plan can be realistically executed under stress.

Summing Up …

The BCM Plan Development phase transforms strategy into action by producing a structured, validated document that FSC staff can rely on during crises.

For the Family Service Centre, this means having clear instructions on how to maintain counselling, financial aid, and case management services even under disruption.

By designing a template, conducting writing workshops, and validating the final product, FSCs ensure their BCM Plan is not just a compliance exercise but a practical tool that safeguards continuity of care for families and individuals in need.

Ultimately, the BCM Plan serves as a living document—reviewed, tested, and refined regularly—so that FSCs remain resilient and capable of fulfilling their mission, no matter the challenges faced.

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