Planning to be Ready:

Before, During, and After an Emergency David Gugliotta, Scotiabank

Melody Jones, Nova Chemicals Shannon McGuey, Imperial Suites

Todd Switzer, Armstrong Moving & Storage

Moderator: Jennifer Connell, Weichert Workforce Mobility

Melody Jones

NOVA Chemicals

Who is NOVA Chemicals

Manufacturing Sites: Canada: Joffre, Alberta; Sarnia, Ontario, USA: Geismar, Louisiana; Monaca, Pennsylvania; Painesville, Ohio Operating & Sales Centers: Canada: Calgary, Alberta (Head Office); Sarnia, Ontario USA: Pittsburgh, Pennsylvania; Houston, Texas International: Fribourg, Switzerland; Shanghai, China Technology Centers: Calgary, Alberta and Monaca, Pennsylvania

Where is NOVA Chemicals

Commercial Centers • Fribourg, Switzerland • Shanghai, China

Project Management Office (temporary) • Madrid, Spain

Our Situation

NOVA Chemicals’ Response

Proactive Preparation for the Future

David Gugliotta

Scotiabank

About Scotiabank • Scotiabank is a multinational Bank • Scotiabank first opened its doors to the public in 1832 in a small one room

building in Halifax, Nova Scotia • Scotiabank has grown from a regional Bank in Atlantic Canada to become

the third largest Bank in Canada serving more than 24 million customers in more than 50 countries around the world

• Scotiabank offers a range of financial products and services including personal and commercial banking, wealth management, corporate and investment banking.

• Scotiabank has billed itself as “Canada’s most international Bank” due to it’s acquisitions primarily in Latin America and the Caribbean, and also in Europe and parts of Asia

Interesting Fact: Scotiabank opened a branch in Kingston, Jamaica (1889) before a branch was opened in Toronto, Ontario (1900)

About Scotiabank

• Scotiabank is a multinational Bank operating in more than 50 countries around the world

Employees

88,000 + in nearly

50 countries

Customers 24

MILLION Around the globe

Resources $915

BILLION IN ASSETS

$80 MILLION in donations

globally in 2017 to support the

communities we operate in

We received feedback from over

2 MILLION customers in 2017

from “The Pulse” – our customer experience management systems

Scotiabank – Natural Disasters 2017 Hurricane Season • The 2017 Atlantic hurricane season was a hyperactive and catastrophic

hurricane season. • Total damage of $282.16 billion (USD), was the costliest season on record,

surpassing the previous record holder, the 2005 season (hurricane Katrina)

• Regions affected: Gulf of Mexico (Hurricane Harvey) – Late August 2017 – Intensified into a Category 4 – Hit the coast of Texas – major flooding

• Eastern Caribbean (Hurricanes Jose, Irma and Maria) – Mid September 2017 – Intensified into Category 5 – Leaving a path of destruction on many of the Caribbean islands – destroying properties

and infrastructure ( Electrical grids, washing away roads/bridges etc …. )

Scotiabank – Natural Disasters 2017 Hurricane Season

Scotiabank – Natural Disasters 2017 Hurricane Season EXPERIENCE: • During the 2017 hurricane season happy to report that there was no loss

of life of any Scotiabank employee or immediate family members • There was Destruction of property (Bank branches / offices and

employees’ homes) • Lessons Learned – Revamping of emergency procedures and the Business

Continuity Plans

EXAMPLES of How the Bank Responded to Hurricane Maria

DOMINICA and PUERTO RICO

Scotiabank – Natural Disasters 2017 Hurricane Season DUTY OF CARE: • Safety of employees is very important. As a result of the 2017 Hurricane

season the emergency plans are being revamped and polices being reviewed LEVERAGING PARTNERSHIPS: • At Scotiabank the following groups are major stakeholder stakeholders:

– GSOC (Global Security Operations Centre) – Business Continuity Planning – Business Line Management – HR Business Partners

TECHNOLOGY: • Extremely important. Saw an increase in usage of Social Media – Facebook /

Instagram. Looking at ways of using Bank’s internal Social media

Shannon McGuey

Imperial Suites

Who We Are ... • A dedicated, honest & responsive team of less than 30 employees

What We Offer... • Fully furnished residential homes for Employees transitioning into the city • Close 24/7 support and care for You and Your Employees

Where We Are... • Calgary, Edmonton & Montreal

Why We do What We do... • We care about the ease of transition, comfort & safety of each person who stays with us

• Transparency, consistency in everything we do

The 2013 Alberta Floods

Our Actions Immediate Actions: • Internal contact – Ensure we were all safe & count on who could commute in • Determined the buildings evacuated, who was affected and where they were • Communicate to relocation company's & company contacts the guest status • We booked a block of hotel rooms just south of downtown as back up

Days & Months that followed • Continued our regular alert on call service especially for those displaced • Monitored evacuation notices – as soon as they were listed our team were in the building, climbing up and

down stairs to salvage our owners appliances (turn off the power, open fridges) as well as remove all food items

• Maintained compassion, listened to our guests and supported them, which sometimes meant moving them up 10 flights of stairs where elevators were not working

Compensation • Refund of nights lost to companies & provided each guest with a Grocery Gift Gard

Lessons Learned

Todd Switzer Armstrong Moving

Calgary

• One of Canada’s largest and most recognized household goods moving providers

• 3 offices located in Toronto, Montreal & Calgary employing approximately 150 full-time staff

• Manage over 5,000 moves annually to over 100 countries.

• Specialize in – Intra-Canadian (Largest member of United Vanlines Canada) – US – Canada cross border – International relocation (FIDI accredited international mover) – Storage & warehousing – Fine Art Services

Hurricane Harvey Ravages Houston! • Hurricane Harvey was one of the costliest hurricanes on record, inflicting $125 billion in damage

and killing over 100. The resulting floods from the category 4 hurricane (130+ mph wind) inundated thousands of homes, displaced more than 30,000 people, and prompted more than 17,000 rescues.

• Significant damage also occurred at the port of Houston, one of the busiest ports in The US

• Armstrong was scheduled to manage an international move for a corporate client (family of 5

with young children) moving from Houston to Singapore with packing scheduled for the last week of August, 2017.

Hurricane Harvey – The Solution • Once Harvey’s path and expected landfall near Houston were announced, Armstrong and our Houston

partners scheduled a conference call with the shipper to discuss the oncoming storm and alternative plans to avoid possible disaster.

• Packing dates were rescheduled a few days earlier to have the shipment loaded prior to the storm’s

expected landfall. • Instead of the regular sea routing out of the Port of Houston and sailing east to Singapore, the route was

rescheduled to instead depart Houston via rail to the port of Los Angeles. While the ocean freight costs were slightly higher, major delays and possible destruction were averted.

• The shipper and his family fly out of Houston on the 24th just hours before the hurricane makes landfall.

Companies being proactive with assignments

• Some of our corporate clients has put more emphasis on limiting shipment size (air instead of sea) as well as encouraging long terms storage instead of shipping everything to an area with a higher risk of disaster (political instability). It is certainly easier to manage an emergency move out if we’re only moving a small air shipment as opposed to a full 40’ container full of belongings.

King of Thailand - Bhumibol Adulyadej • Past away on October 13, 2016 at the age of 88 • One of the most revered monarchs ever and seen as almost divine to many Thais. In terms of

popularity, he makes The Queen of England look like Vlad The Impaler • His images were visible on nearly everything in day to day life (pictures/currency/anthem at

school-movies, etc) • From 2006 onwards his health began to fade and he spend increasingly extended periods of time

in the hospital. • In 2012 while a member of the Thai Canadian Chamber of commerce, an emergency meeting was

scheduled to address recent rumors that he had in fact died and they were keeping it a secret given the political instability and fear of mass hysteria and a political coup. There had no official succession plan announced or regulations regarding how long Thai staff could/would take off work to mourn. There was a serious worry that business could be crippled.

• We decided to have a company wide meeting to address this delicate issue and prepare for the day when his death final came. It was agreed upon that two days would be provided off for all staff immediately following and flexibility on work hours for staff living far from Bangkok if needed. The company approved a budget to go towards an offering to the King and transportation for staff to go to pray together at the Grand Palace.

Protecting vs cyber-threats • Data and user security: • Classified customer data is stored in designated folder with auto purge • Staff Outlook has designated folder storing classified emails with auto deletion • Redundant hardware firewall (Watchguard) with Gold support • Strong password policy (90 days) for various accounts • Secured VPN access for offsite connection • New employee received IT security training on day 1 as part of onboarding process • All users have gone thru IT security training and signed policies and confidential agreement • Recurring end user IT security awareness and training via Armstrong College program • • Business continuity and disaster recovery • Various APC UPS for all servers and network appliance • 250KW natural gas generator capable of full capacity operation • Managed dual WAN fibre internet with failover onto wireless internet provided by Tier 1 ISP • Active/Passive internet routers for hardware redundancy • Fully virtualized server infrastructure, backup and replication via Veeam • Onsite backup and replication onto hot standby server with multiple copies to additional storage equipment • Offsite backup and replication to our Tier III design DR Colo provider, which is ISO 27001, SOC2 Type II accredited • Workstation end point backup via Druva InSync •

Best practices • Have our Move Manager establish clear role & responsibilities well in advance with the transferee

when it comes to communication, collecting data and ensuring that certain functions are not interrupted

• Drive home the importance of completing the all-risk insurance Insurance!!!!