minutes general membership meeting february 18 :00 p.m ... · through a mock exercise. attendees...

THE FORUM ESTABLISHED TO FACILITATE THE EXCHANGE AND DISSEMINATION OF INFORMATION REGARDING ALL ASPECTS OF CONTINGENCY PLANNING IN BOTH THE PRIVATE AND PUBLIC SECTORS, INCLUDING BUSINESS INTERRUPTION AVOIDANCE, BUSINESS RESUMPTION PLANNING, CONTINGENCY OPERATIONS, AND DISASTER RECOVERY PLANNING.

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MINUTES General Membership Meeting

February 18, 2010 2:00 p.m. GroupCast

Attendees: Member Company Member Company Arnold, Rich Disaster Recovery Journal Kriegshauser, Herman Salvation Army Midland Division Backer, Cindy MasterCard Worldwide Laney, Merlin Wells Fargo Advisors Bathon, Anna Bank of America McDonald, Pat Fundamentals, Inc. Bira, Bob Mycontact411 Musson, Melvyn Edward Jones Bonno, Tim Consulting Riegel, Jack American Red Cross Bradley-Craig, Wynell Pfizer Smith, Clifford Principia School Brock, Ken Forest Pharmaceuticals Stipsits, Robert Disaster Recovery Journal Flanigan, Susan Edward Jones Thomas, Jr., Paul R. City of Kirkwood Furhmann, BJ Till, Randall MasterCard Worldwide Hughey, Nicholas St. Louis County Dept. of Health Tognarelli, Gail Huskey, Clark Wells Fargo Advisors Van Zanten, Helena MasterCard Worldwide Jurado, Richard Open System Sciences Walker, Winifred Unigroup Kaintz, Mark PandemicPrep.Org Walz, Daniel Sisters of Mercy Health Systems Kilroy-Govero, Patricia Express Scripts, Inc. Westrich, Eric Express Scripts, Inc. Kraemer, John GroupCast Messaging

The February General Membership Meeting of the MidAmerica Contingency Planning Forum was held on Thursday, February 18, at the offices of GroupCast beginning at 2:00 p.m. MCPF President Ann Bathon welcomed all and thanked John Kraemer and GroupCast for hosting the meeting. Introductions by all in attendance followed.

A. Previous Meeting Minutes The January General Membership Meeting minutes had been distributed via email to the MCPF members and are available on the MCPF web site. (http://www.drj.com/index.php?option=com_content&task=view&id=2131&Itemid=652).

B. Program Updates The following upcoming meeting dates and topics are planned: • March 18 - Career Development @ Charter Communications • April 15 - Industry Standards & Best Practices @ Scottrade • May 20 – Gaining Executives Support and Raising BCP Awareness @ TBD Offers to assist with future meeting sites and speakers should be directed to Program Director Pat McDonald at [email protected]. President Bathon encouraged members to submit suggestions for future meeting topics, meeting sites, or any concerns/comments regarding the Forum.

C. Treasurer’s Report The Treasurer’s Report was provided by Helena van Zanten. The group has a balance of $ 2,972.10 in the checking account.

http://www.drj.com/index.php?option=com_content&task=view&id=2131&Itemid=652

mailto:[email protected]


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D. Membership Report The membership report was provided by Ken Brock, reporting the following:

• 108 members Everyone was reminded that it was time to renew their memberships and the emails went out on February 1, 2010. There will be a drawing at the March meeting for those who renew by March 18. Two members will receive a refund of their membership fee for the year.

E. Upcoming Activities Upcoming activities that may be of interest to MCPF members include: • DRJ Spring World 2010 – March 21-24, 2010 – Orlando, FL


• Continuity Insights Conference – April 12-14, 2010 – New Orleans, LA – http://www.continuityinsights.com/Conference.html

• DRJ Webinars - http://www.drj.com/special/webinars/

• Missouri SEMA Training Schedule - http://training.dps.mo.gov/sematraining.nsf/TrainingSchedule?OpenForm

F. New Business / Announcements / Miscellaneous Suggestion to move time of meeting back to 3 – 5 pm. We will track these requests and review the situation later in the year as we begin to plan for the 2011 year. The MCPF board will send out a survey later in the year to poll members regarding start time for 2011.

G. Featured Topic – Preparing for Regional Disasters – Earthquake Exercise Ken Brock and Tim Bonno reviewed key points related to earthquake risks in the Midwest area and walked the participants through a mock exercise. Attendees were split into 6 different focus groups (Evacuation and Assembly Decision, First Responders, Damage Assessment, Communications, Human Challenges, and Overall Recovery) and provided feedback as the scenario was presented. Assumptions • Business is impacted – unsure of degree of impact • Assume data center and call center operations have been impacted and assessment is underway. • 2nd data center and call center exists to support recovery operations with some limited people on-site to support

recovery operations • Data center and call center are damaged with operational impacts. Unable to assess premises until after building

safety assessment. • Alternate Call Center is operational in regions but limited

o Increase in calls (promotion item, customer concerns and data center calls) o Short staffing levels

• EOC can be setup at the headquarters with limited communications Challenges • Gathering accurate information and determining mis-information

o Status of employees, road conditions, evacuation status • Communications – phone systems disrupted and overloaded. • Lack of formal recovery plans • Determine employee availability

o Injuries, family concerns/impacts, ability to communicate • Customer satisfaction due to call center limitations.


http://www.continuityinsights.com/Conference.html

http://www.drj.com/special/webinars/

http://training.dps.mo.gov/sematraining.nsf/TrainingSchedule?OpenForm


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• People concerns o Update on injuries, employees leaving work, panic (homes/family concerns) o Identifying and keeping critical workforce available o Communicating with employees and other audiences

• Communicating accurate information to employees and customers with limited communications Recovery Tasks • Conduct initial assessment of damages and injuries (table #3) • Activate BR & DR plans to initiate recovery steps (initial stages)

o Wait for assessment before full-activation • Determine status of life safety situation • Perform initial communication to employees

o Remain calm o Don’t try to leave site until more information is obtained o Start to identify status of business and critical people o Next update will be at – give time

• Assign life safety roles to security and HR. o Make sure building is safe to occupy

• Activate full recovery data center and call centers o Identify local staff required to support recovery efforts

• Activate EOC operations at the headquarters o Determine status of office work space (what is available) o Determine strategy for alternate work space o Determine critical functions that must resume work and how soon (Finance and Payroll) o Develop set of action objectives for the event with an initial operational period. (Assign to teams)

• Develop communication strategy and plans o Employee message (on-site and globally) o Customer message o Business partners and vendors communications o Media concerns (talk with employees about messaging) o and employee Determine strategy for alternate work space o Determine critical functions that must resume work and how soon (Finance and Payroll)

• Decide next steps for employees o Talk to minimize panic o Stay on on-site or send home (status of roads)

• Initiate proactive steps to manage event o Update hotlines and voice messages o Communicate business delays to customers

Group Feedback (feedback not available from all groups) Evacuation and Assembly Decision

o Assumptions: • Normal Business Day – Business should do 1-3 • Set up informal OC’s by a Senior VP • Have floor wardens • Some employees should have some first aid • We were able to get there • We were a block away and can’t get there • Communicate what the company should do – Advice • Company sent a runner to fire house • We were a block away and can’t get there • Communicate what the company should do – Advice • Advise company official to transport the employee to a hospital if possible (any employees know CRP or AED?) • Close the Call Center & insist people leave immediately. • Close the Data Center & insist people leave immediately.


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• First responder determine the closing of 12 & 13 • 2,000 employees • ADA employees – plan in place • Data Center can send data to other site • Text messaging available • Establish call tree • Crisis Management Team is in place • Safety Wardens are assigned • Not everyone is at their desk • Office in the County • PA system in place • People in buildings • AEDs available • Text messaging remains available if cell service is out. • Not all employees are at their preferred locations • ADA employees – Special Considerations • There is an Emergency System in place • Recovery strategies are in place • Floor Captains are present to coordinate activities • Rally points are safe for broadcasting evacuation orders

o Challenges:

• Assembly Area Safely Check. Parking lot safe & check in • Keeping people calm • Lack of Communication Vehicles • Contacting Employees “Attendance” of who is out of the Buildings • Lack of Triage facilities for hurt people • Safe Wardens are able to help with ADA employees • Floor Sweeps for Employees • Sprinklers and Halon systems could be going off • Transportation Home as to Dr. Site • Housing of employees • Food for employees • Getting enough people to come to work • Getting security to assist with directions.

o Recovery Tasks:

• Staff Health and Status • Damage Assessment • Decision to relocate or partial relocation • Declare DR site • Transport persons needing medical assistance • Send out recovery associates to see if rally locations are safe • Head count of evacuated employees.


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First Responders o Assumptions:

•

o Challenges: •

o Recovery Tasks:

•

Damage Assessment o Assumptions:

• Complete chaos • Facilities Management (on site) • FM Manager (chief engineer) • Local Executive onsite & can take charge in a Crisis • Majority of workforce in place • Building being evacuated • Buildings are (3 B’s standing) • Fire Evacuation protocol used • Signs of damage • Do not have power in HQ • Do have power in DC & Call Center (Backup Generator) • Call Center Damage including infrastructure. No calls reaching call center. • Re-routing of calls have taken place – auto or manual • Structural Engineering firm or retainer • Call-Center co workers evacuated Call Center – may be sent home to work.

o Challenges:

• Lack of a Plan • Putting Team together • Command & Control • Plan for doing assessment • Still have people trapped in elevator • Getting in touch with Engineer firm • Responding timely

o Recovery Tasks:

• Assessment – External & Internal • Required skill sets for remediation • Communication of damage assessments to whom? • Engineering Inspection • Next mission critical system assessments • Prioritize tasks • Create a plan


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Communications o Assumptions:

• Corp Communications is OK • We have a GETS card • Some management is available • Someone is assigned to monitor • Someone has access to external communication media • PA within the building is working • Email is working on generator power • Someone has a bullhorn

o Challenges:

• Management • Getting communications out to employees before we lose power • Put a communication on an external hotline • Communicate with employees who are in assembly areas • Employees are having trouble reaching families • Where should injured employees go? • EAP • Communicate to customers. What happens tomorrow? • Getting to critical people who should be on site • Inform management of injured employees • Communicate to employees our expectations of them • Get a list of company-issued

Human Challenges

o Assumptions: • Building standing • Security Force with Radios • Phone service within buildings/PBX is working • Texting does work, cell to cell, but hit and miss • Redundant DCC in Tempe • Company Cert team/Life Safety/First Aid & Nurse Physician • Generator & UPS • Shift work and group cast • First Aid/Psychological First Aid • Know where employees live on which side of River • 3 Story Building • Hosting MCPF Meeting so lots of experts on site • Culturally competent communication resources • PA system in place • City Buses to employee education on what to do if an earthquake hits • AEDs and Physician on site • Mechanism to report Census Status Via Message One or other tool • SWAT Team in Tempe to Perform Critical Tasks • Direct Deposit of Payroll/Send Last Month’s Data • Use Emergency Giftcard/Mastercard Backup Pay System


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o Challenges: • Communication – On Site & Other Shifts • Damage Assessment • Panic/Employee Stress • Employee 1-800 X Running out of Tempe • Triage injured @ onsite @ clinic • Employee Census/Link to First Responders • Employee Safety • Family communication & Update • CEO or Spokesperson put out statement of assurance to Media • Employees as survivors/victims • Keeping employees informed and reassured • Food, Water, Shelter in Place. Get water from A-B in BEV • Triage/injured Safe & Quiet Area – Company Clinic • Accounting for wanderers

o Recovery Tasks:

• Account for employees • Triage Injuries • Assure Media, Staff and Families • Post 1-800 update & where to get more information • EAP/Crisis Counseling/Family Assisting Center

Overall Recovery

o Assumptions: •

o Challenges:

•

o Recovery Tasks: •

President Bathon thanked Ken and Tim for the informative session. Following the conclusion of the presentation, the attendance drawing was held. The next meeting will be on Thursday, March 18, 2010, starting at 2:00 pm at Charter Communications. There being no additional business, the meeting adjourned at 4:00 pm. Recorded by: Ken Brock MCPF Membership Director Office: 314.493.7212

minutes general membership meeting february 18 :00 p.m ... · through a mock exercise. attendees...

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