Creating aBusiness

ContinuityPlan - AToolkit

Toolkit for Creating a Business Continuity Plan in Response to COVID-19for use by Specialist Homelessness Services - March 2020

T h e C O V I D - 1 9 p a n d e m i c s w e e p i n ga c r o s s t h e w o r l d m e a n s n e wc h a l l e n g e s f o r t h e y o u t hh o m e l e s s n e s s s e c t o r , p a r t i c u l a r l yf o r e n s u r i n g c o n t i n u i t y o f c a r e a n dt h e s a f e t y a n d w e l l b e i n g o f c l i e n t sa n d s t a f f a n d t h e i r f a m i l i e s . A p l a nc a n b e a n i m p o r t a n t t o o l f o re n s u r i n g t h a t y o u r s e r v i c e l i n e i sp r e s e r v e d d u r i n g t h i s p a n d e m i c . I ti s i m p o r t a n t t h a t a s a s e r v i c e y o ua c t i v e l y c o n s u l t a n d u t i l i s e y o u rp l a n , a s y o u a n d y o u r s t a f f c o n t i n u et o n a v i g a t e t h r o u g h t h e c u r r e n tc r i s i s , a n d a m e n d t h e s e o n a r e a l -t i m e b a s i s t o a d d r e s s s i t u a t i o n s a st h e y a r i s e . T h i s t o o l k i t p r o v i d e s g u i d a n c e o nd e v e l o p i n g a n d i m p l e m e n t i n gp o l i c i e s a n d g u i d e l i n e s f o r y o u rs e r v i c e t o p r e v e n t a n d m a n a g e t h es p r e a d o f C O V I D - 1 9 . I t f o c u s e s o nd e v e l o p i n g a n d i m p l e m e n t i n g g o o dh y g i e n e a n d s o c i a l d i s t a n c i n gp r a c t i c e s f o r u s e b y s p e c i a l i s th o m e l e s s n e s s s e r v i c e s ( S H S ) . T h e s er e s o u r c e s c a n b e i n c o r p o r a t e d i n t oe x i s t i n g o p e r a t i n g p r o c e d u r e s , a sw e l l a s a d a p t e d t o s u i t i n d i v i d u a lb u s i n e s s m o d e l s . T h e r e a r e a n u m b e r o f a d d i t i o n a lt o o l k i t s f r o m t h e U n i t e d S t a t e s a n dC a n a d a , c r e a t e d t o h e l p c u r b t h es p r e a d o f o t h e r i n f e c t i o u s d i s e a s e sa c r o s s h o m e l e s s n e s s s e r v i c e s , t h a tS H S c a n a l s o d r a w o n f o r g u i d a n c ea n d a d a p t t o s u i t t h e i ro r g a n i s a t i o n ’ s n e e d s :

WHAT IS A BUSINESS CONTINUITYPLAN AND WHY IS IT IMPORTANT

FOR MY SERVICE?

I n f e c t i o u s D i s e a s e T o o l k i t f o rC o n t i n u u m s o f C a r e : P r e v e n t i n ga n d M a n a g i n g t h e S p r e a d o fI n f e c t i o u s D i s e a s e W i t h i nS h e l t e r s

T o r o n t o P a n d e m i c I n f l u e n z a P l a n :A P l a n n i n g G u i d e f o r H o m e l e s sa n d H o u s i n g S e r v i c e P r o v i d e r s

G u i d e l i n e s f o r t h e P r e v e n t i o n a n dC o n t r o l o f I n f e c t i o u s D i s e a s e s i nH o m e l e s s S h e l t e r s

 

 

T h e C e n t e r s f o r D i s e a s e C o n t r o l a n dP r e v e n t i o n h a v e r e l e a s e d a C O V I D -1 9 p r e p a r e d n e s s c h e c k l i s t f o r l o n g -t e r m c a r e f a c i l i t i e s a n d n u r s i n gh o m e s , e l e m e n t s o f w h i c h m i g h t b eu s e f u l t o S H S i n i m p l e m e n t i n gp r e v e n t i o n s t r a t e g i e s . H e a l t h N S Wh a s a l s o p r e p a r e d a s i m i l a rc h e c k l i s t f o r N G O s p r o v i d i n g d r u ga n d a l c o h o l r e h a b i l i t a t i o n s e r v i c e s . Y f o u n d a t i o n s ’ t o o l k i t i s n o ti n t e n d e d t o b e e x h a u s t i v e a n d n od o u b t n e w q u e s t i o n s w i l l a r i s e a sw e c o n t i n u e t o n a v i g a t e t h i s r a p i d l yc h a n g i n g l a n d s c a p e . Y f o u n d a t i o n sw i l l r e s p o n d t o n e w i n f o r m a t i o n a si t i s p r o c e s s e d . I n a d d i t i o n , t h eD e p a r t m e n t o f C o m m u n i t i e s a n dJ u s t i c e ( D C J ) h a s s e t u p a d e d i c a t e de m a i l a d d r e s s f o r C O V I D - 1 9 r e l a t e dq u e s t i o n s :C O V I D 1 9 . S u p p o r t @ f a c s . n s w . g o v . a ua n d w e e n c o u r a g e y o u t o c o n t a c ty o u r L o c a l H e a l t h D i s t r i c t a n d / o rD C J D i s t r i c t M a n a g e r w h e r en e c e s s a r y .

The advice from the NSW Government is thatall Australians should immediately start socialisolation, meaning people should stay homeexcept for essentials and emergencies. To thatend a number of services have shifted awayfrom face-to-face casework with young peopleand have started to engage young peopleremotely.

WORKING FROM HOMEARRANGEMENTS

of work equipment, such as mobile phones andlaptop computers. Having robust code of conductpolices and working from home agreements thathelp organisations and staff stay safe and adhereto privacy rules. The website Our Communityhave a great source of resources includingpolicies and procedures you can utilise to supportthe changes to your operating environment.  Lastly, let’s try and remember that not everyemployee wants to WFH and the shift may bestressful and difficult for some. If possible, allowyour team a transition period and communicateas much as possible to help those struggling withthe change.

CONTINUATION OF SERVICEDELIVERY

Allowing staff to work from home (WFH) iftheir role allows, will support the decrease ofCOVID-19 being spread. There are a numberof online meeting tools available, which can beused to stay connected both as a team andwith individual clients. For example, Skype,Google Hangouts, Teams, Zoom, WhatsAppand FaceTime all provide video messagingservices both over the phone and throughcomputers (desktops and laptops). A number of services we have spoken to havealready implemented this model of working. Itis important that we keep connected with ourteams as WFH can be isolating. To help keepteams on track and decrease the effects ofsocial isolation teams can keep each other upto date by organising daily team meetings tobe attended via web conference. Meetings canbecome a morning and afternoon check-in tosupport with morale and help allocate tasksand troubleshoot issues. As part of these arrangements, it will beimportant for services to develop andimplement WFH policies that cover theorganisations’ expectations around proper use 

ENGAGING YOUNGPEOPLE REMOTELY

By the same token, where possible, caseworkwith young people should be conductedremotely. Again, there are a number of platformswhere it is possible to engage young peopleremotely, including WhatsApp, FacebookMessenger, Instagram and FaceTime, amongothers.

WORKFORCECAPACITY

A n u m b e r o f s e r v i c e s w e h a v es p o k e n t o h a v e s h i f t e d e n t i r e l y t or e m o t e s e r v i c e d e l i v e r y . A n o n l i n ep l a t f o r m , D i g i t a l Y o u t h W o r k , h a ss e t o u t a n u m b e r o f w a y s t o e n g a g ey o u n g p e o p l e d i g i t a l l y d u r i n gt h i s p a n d e m i c .

A n i n e v i t a b l e b y - p r o d u c t o f t h i sp a n d e m i c i s a d r o p i n w o r k f o r c ec a p a c i t y a s e m p l o y e e s t a k e p e r s o n a ll e a v e t o c a r e f o r t h e m s e l v e s o r t h e i rf a m i l i e s , a r e f o r c e d t o W F H t o c a r ef o r c h i l d r e n a t h o m e o r w i s h t or e m a i n a t h o m e a s a p r e c a u t i o n . I fy o u r s e r v i c e f i n d s i t s e l f w i t ha d d i t i o n a l s t a f f i n g c o s t s a s a r e s u l to f C O V I D - 1 9 , D C J h a s m a d ep r o v i s i o n s t o s u p p o r t S H S w i t ht h o s e a d d i t i o n a l c o s t s . C o n t a c t y o u rD C J M a n a g e r f o r m o r e i n f o r m a t i o n .

EMPLOYEEWELLNESS,WELLBEING ANDMORALET h e s e w o r l d w i d e r e s t r i c t i o n s a n dc h a n g e s t o o u r w a y o f w o r k i n g a n dl i v i n g w i l l t a k e s o m e t i m e f o r u s a l l t oa d a p t t o . A l l o f u s w i l l , t o v a r y i n gd e g r e e s , e x p e r i e n c e a n x i e t y a n du n c e r t a i n t y a s w e p r o c e s s a n di m p l e m e n t t h e s e l i f e s t y l e c h a n g e s .T h e r e a r e a n u m b e r o f w a y s y o u rs e r v i c e c a n s u p p o r t t h e e m o t i o n a l ,p h y s i c a l a n d p s y c h o l o g i c a l w e l l b e i n go f y o u r s t a f f .

GOOD WORKING FROMHOME HYGIENE

W o r k i n g r e g u l a r h o u r s a n d c l o c k i n go n a n d o f f a s t h e y w o u l d a t 2 w o r k .E n c o u r a g e s t a f f t o s e t u p ad e d i c a t e d a n d c o m f o r t a b l ew o r k s t a t i o n t h a t t h e y c a n a s s o c i a t ew i t h t h e i r w o r k S c h e d u l i n g f r e q u e n t b r e a k s a w a yf r o m t h e i r d e s k E n s u r i n g t h e y m a i n t a i n c o n t a c t w i t hf r i e n d s , f a m i l y a n d c o l l e a g u e s v i ao n l i n e v i d e o m e s s a g i n g s e r v i c e s s ot h a t t h e y f e e l s u p p o r t e d a n dm a i n t a i n c l o s e c o n n e c t i o n s S t a y i n g h e a l t h y a n d a c t i v e .

W F H c a n b e a s t a t i o n a r y a n d i s o l a t i n ge x p e r i e n c e , b o t h o f w h i c h c a n l e a d t oa d v e r s e h e a l t h e f f e c t s , p a r t i c u l a r l yo v e r t h e p r o t r a c t e d p e r i o d o f t i m e w ea r e a l l p o t e n t i a l l y f a c i n g .  I t i s i m p o r t a n t t o e n c o u r a g e y o u r s t a f ft o m a i n t a i n a h e a l t h y r o u t i n e a n dw o r k - l i f e b a l a n c e t h r o u g h , f o re x a m p l e :

We must all of us remain alert to the realpossibility of contracting COVID-19, especiallythose workers who provide essential servicesand who are therefore most at-risk ofcontracting and passing on the virus as theytravel to and from work. To minimise the risk of employees coming intowork, your service can support your team byencouraging them to self-screen for symptomsand encourage staff who are feeling unwell notto come into work.  Fair Work Australia has released guidance onwhat to do in situations where a member ofstaff or their family is unwell and any leaveentitlements.  During a recent teleconference with DCJ onemployment issues for NGOs amid thispandemic, DCJ shared that some services havemade case-by-case decisions to pay casualstaff personal leave where they areexperiencing fly-like symptoms. This to ensurethat casual employees, who are not ordinarilyentitled to paid personal leave, don’t minimisetheir symptoms and come into work becauseof concerns around supporting themselves.This is a discretionary decision and notmandatory.

PERSONAL LEAVE

Providing staff with their own stationery setto use while at work Mandating social distancing guidelines Providing each member of staff with ahygiene kit, including goggles, gloves,antibacterial gel, antibacterial spray andwipeHaving the service professionally cleanedonce a week Enforcing strict hygiene provisions.

Looking after your mental health duringthe coronavirus outbreakTips for coping with coronavirus anxietyHow to cope with stress related tocoronavirus (COVID-19)

Understandably, there may be very realconcerns from employees of catching COVID-19 from a young person and subsequentlypassing the virus on to partners, children orflatmates. A number of services have sharedthat they have implemented guidelines toensure, as far as they as, the safety of theirteam. This includes, for example:  

 There are a number of resources availableonline that you can share with your team oncaring for mental health amid the COVID-19pandemic:  

KEEPING EMPLOYEESENGAGED AND SAFE

P r o m o t i n g a n u n d e r s t a n d i n ga r o u n d t h e n e e d f o r s o c i a ld i s t a n c i n g a n d i m p l e m e n t i n gp o l i c i e s a r o u n d w h a t t h a t l o o k sl i k e i n y o u r s e r v i c e . F o r e x a m p l e ,o n l y o n e p e r s o n t o u s e t h ek i t c h e n a t a n y o n e t i m e , a l lp e r s o n s t o k e e p a t l e a s t 2 m a p a r tf r o m o n e a n o t h e r a n d a v o i ds h a r i n g p e r s o n a l i t e m s , c a n c e l l i n ga l l g r o u p a c t i v i t i e s a n d c o m m u n a ld i n i n g , a n d s t a f f h a n d o v e r s t oh a p p e n o v e r t h e p h o n e .

P r o m o t i n g h y g i e n e g u i d e l i n e s .T h i s c a n i n c l u d e i n f o r m a t i o ns h a r i n g o n c o u g h e t i q u e t t e ,f r e q u e n t h a n d w a s h i n g , r e q u i r i n gd i s h e s b e w a s h e d i n t h ed i s h w a s h e r o n l y , d i s i n f e c t i n gk i t c h e n c o u n t e r t o p s a n db a t h r o o m s a f t e r u s e a n d w e a r i n gg l o v e s w h e n c o o k i n g o r c l e a n i n g .

W e k n o w f r o m s p e a k i n g w i t h S H St h a t m a n y h a v e a l r e a d y s t a r t e di m p l e m e n t i n g p r e v e n t a t i v em e a s u r e s t o h e l p c u r b t h e s p r e a d o ft h e v i r u s a m o n g c l i e n t s a n dw o r k e r s .  S H S h a v e s h a r e d t h e v a r i o u sm e a s u r e s t h e y h a v e s t a r t e d t oi m p l e m e n t a c r o s s t h e i r o r g a n i s a t i o nt o m i n i m i s e u n n e c e s s a r y c o n t a c tw i t h t h e o u t s i d e w o r l d a n d l i m i t t h es p r e a d o f t h e v i r u s . F o r e x a m p l e :  

 

W h e r e i t i s i m p o s s i b l e f o r s e r v i c e st o c e a s e f a c e - t o - f a c e c o n t a c t w i t hc l i e n t s , f o r e x a m p l e s e r v i c e so f f e r i n g r e f u g e a c c o m m o d a t i o n ,p r o m o t i n g g o o d h y g i e n e p r a c t i c e s i se s s e n t i a l t o e n s u r e a s f a r a sp o s s i b l e t h e c o n t i n u e d s a f e t y a n dh e a l t h o f r e s i d e n t s a n d s t a f f . O n ew a y o f d o i n g s o , i s t o c r e a t eg u i d a n c e f o r s t a f f a n d c l i e n t s o n t h ep r e v e n t i o n o f i n f e c t i o u s d i s e a s ew i t h i n y o u r s e r v i c e .  T h e r e a r e t h r e e k e y c o n c e p t s t o t h i sg u i d a n c e :  1 ) L i m i t h o w g e r m s c a n e n t e r y o u rs e r v i c e t h r o u g h l i m i t i n g e x t e r n a lv i s i t o r s , m o d e l l i n g s o c i a ld i s t a n c i n g , e n c o u r a g i n g s e l f -i s o l a t i o n a n d s t a y i n g i n s i d e u n l e s sa b s o l u t e l y n e c e s s a r y a n de n c o u r a g i n g s t a f f a n d r e s i d e n t s t os c r e e n f o r s y m p t o m s 2 ) I s o l a t e s y m p t o m a t i c y o u n gp e o p l e a s q u i c k l y a s p o s s i b l e i n ap r i v a t e r o o m a n d , w h e r e p o s s i b l e , as e p a r a t e b a t h r o o m 3 ) P r o t e c t e m p l o y e e s a n d r e s i d e n t st h r o u g h e m p h a s i s i n g h a n d h y g i e n e ,c o u g h e t i q u e t t e a n d l i m i t i n gc o n t a c t .

FACE-TO-FACE SERVICEPROVISION

STAGE 1:PREVENTATIVEMEASURES

Implementing frequent screening ofresidents for symptoms and requiring allemployees to self-screen two hours priorinto coming to work.

Minimising unnecessary contact with theoutside world by refusing entry to allpersons except residents and employees,unless for an essential service, for exampleprofessional cleaning services, andpromoting self-isolation guidelines toresidents.

For SHS that have multiple sites, limitingemployees to working at just one site. In theevent of an infection at one site, this wouldhelp to minimise the risk of COVID-19spreading across multiple sites.

What is COVID-19?Signs and symptoms Keeping safe – protecting yourself andothersMyth Busting.

Some services have provided staff andresidents with their own hygiene and cutlerykits, and have allocated stationary kits to staff.  

 

The Department of Health (Health NSW) hascreated a 30-minute online training tool forservice-delivery workers that covers thefundamentals of infection prevention andcontrol for COVID-19, including:  

 It is worth noting that, while created for careworkers, registration is open to anyone andresidents in refuges are able to complete thetraining as well.  The World Health Organisation has alsolaunched a WhatsApp messaging service tokeep people safe from the Coronavirus. Theservice can be accessed by messaging ‘hi’ to+41 22 501 76 15. This prompts a menu ofoptions that can help answer questions aboutCOVID-19. Services can also ensure that staff andresidents are aware of the guidelines released

Wash your hands often with soap andwater for at least 20 seconds, especiallyafter you have been in a public place, orafter blowing your nose, coughing, orsneezing. If soap and water are not readilyavailable, use a hand sanitiser with at least60% alcoholAvoid touching your eyes, nose, and mouthwith unwashed handsCover your nose and mouth with a tissuewhen you cough or sneeze, throw soiledtissues in the bin and clean your hands withsoap and water or sanitiser. If you don’thave a tissue, sneeze or cough into a flexedelbowClean and disinfect frequently touchedsurfaces each dayStay home if you are sick and don’t exposeothers. If you are unwell with flu-likesymptoms, do not go outside your propertyor home, do not go to work, school or shopsunless it is essentialGet a flu shot when it becomes availableStop shaking hands, hugging or kissing as agreetingDO not socially gather in crowds if possible.If not, keep the time shortDo not attend small gatherings in enclosedspaces, for example family celebrationsAttempt to keep a distance of 1.5 metresbetween yourself and other people, wherepossibleAvoid visiting vulnerable people, such asthose in aged care facilities or hospitals,infants, or people with compromisedimmune systems due to illness or medicaltreatmentVisit shops sparingly, buy food online,consider home delivery and take-awaysUse debit and credit cards instead of cashand make use of online and self-servetransactions (for example Opal cards onpublic transport)Avoid or Use public transport in off-peakperiods if you can.

by Health NSW and their importance inresponse to the COVID-19 pandemic:

Health NSW has released a number of 

D e s p i t e p r e v e n t a t i v e m e a s u r e s , i t i si m p o r t a n t f o r a l l s t a f f a n d y o u n gp e o p l e t o b e a l e r t t o t h e s y m p t o m so f C O V I D - 1 9 , a n d f o r s e r v i c e s t ot a k e s t e p s t o m i t i g a t e t h e r i s k t oo t h e r r e s i d e n t s a n d s t a f f w h e r eo n e p e r s o n p r e s e n t s w i t hs y m p t o m s .  S o m e s e r v i c e s h a v e a l r e a d yi m p l e m e n t e d c o n t i n g e n c y p o l i c i e s i nt h e e v e n t t h a t s o m e o n e p r e s e n t sw i t h s y m p t o m s t h a t i n d i c a t e aC O V I D - 1 9 i n f e c t i o n . H e a l t h N S Wh a s d e v e l o p e d a n o n l i n e S y m p t o mC h e c k e r r e s o u r c e t h a t c a n b e u s e db y s t a f f t o i d e n t i f y t h e a p p r o p r i a t en e x t s t e p s . A c o m p l e t e l i s t o f N S W C O V I D - 1 9t e s t i n g c e n t r e s c a n b e f o u n d h e r e .E n s u r e t h a t s t a f f a r e a w a r e o f t h es e r v i c e ’ s n e a r e s t t e s t i n g c e n t r e i nt h e e v e n t t h a t a y o u n g p e r s o nn e e d s b e t e s t e d f o r C O V I D - 1 9 .  S e l f - i s o l a t i o n m e a s u r e s w i l l l o o kd i f f e r e n t a c r o s s a l l S H S , a s y o ua d a p t y o u r s e r v i c e t o a l l o w s e l f -i s o l a t i o n m e a s u r e s f o r o n e o r m o r er e s i d e n t s . S t r a t e g i e s s e r v i c e s h a v ea d o p t e d s o f a r i n c l u d e :

H a n d h y g i e n e S e l f - i s o l a t i o n S o c i a l d i s t a n c i n g P u b l i c g a t h e r i n g s .

i n f o r m a t i o n s h e e t s , i n c l u d i n g :    

Y f o u n d a t i o n s h a s a l s o c r e a t e d a ni n f o s h e e t f o r y o u n g p e o p l ee x p l a i n i n g t h e i m p o r t a n c e o f s o c i a li s o l a t i o n t o c u r b t h e s p r e a d o f t h ev i r u s .

R e q u i r i n g y o u n g p e o p l e t o s e l f -i s o l a t e i n t h e i r b e d r o o m R e q u i r i n g y o u n g p e o p l e w h o a r es e l f - i s o l a t i n g t o w e a r a m a s k a n dg l o v e w h e n t h e y h a v e t o l e a v et h e i r b e d r o o m W h e r e p o s s i b l e , a l l o c a t i n g ab a t h r o o m f o r u s e s o l e l y b y t h o s es e l f - i s o l a t i n g . I f n o t , r e q u i r i n gy o u n g p e o p l e s e l f - i s o l a t i n g t od i s i n f e c t t h e b a t h r o o m a f t e r u s eR e q u i r i n g s t a f f t o b r i n g a l l m e a l st o i s o l a t e d y o u n g p e o p l eP r o v i d i n g e n t e r t a i n m e n t o p t i o n sf o r y o u n g p e o p l e i s o l a t e d i n t h e i rb e d r o o m .

 I f y o u r s e r v i c e i s c o n t i n u i n g t oa c c e p t r e f e r r a l s f o r y o u n g p e o p l ee x p e r i e n c i n g h o m e l e s s n e s s , i t i sr e a s o n a b l e f o r y o u t o d i r e c t t h a ty o u n g p e r s o n t o s e l f - i s o l a t e f o r 1 4d a y s t o e n s u r e t h e y a r e f r e e o fC O V I D - 1 9 s y m p t o m s .

STAGE 2: SELF-ISOLATION MEASURES

It is important to note that, under current NSWGovernment guidelines, only individuals withserious symptoms will be kept in hospital. Ifwell enough to stay home, they will need toremain isolated at home. All people who havehad ongoing contact with the infected person,are directed to also self-isolate for 14 daysfrom their last contact with the person. Thisfact sheet developed by Health NSW can helpyou decide whether or not it is necessary forother residents and staff to self-isolate.  If a young person does test positive forCOVID-19, you may also want to contact yourlocal health district and DCJ district managerand alert them to the outcome of the test. DCJ is working fast to develop guidelinesaround managing a positive COVID-19diagnosis within your service including 

STAGE 3: POSITIVECOVID-19 TEST

answering questions such as who will residewith the young people, how will they beremunerated and how can their safety beensured. In the meantime, if a young person isnot unwell enough to be isolated in hospital,you may want to implement the aboveisolation guidelines with heightenedprecautions around keeping surfacesdisinfected and ensuring social distancingguidelines are adhered to.  If a young person who has tested positive forCOVID-19 refuses to self-isolate, we wouldencourage you to contact your nearestCOVID-19 testing centre and explain this tothem. They may have capacity to isolate theyoung person within their facility. Someservices have mandated that the police becalled to manage this situation.  Health NSW has developed a fact sheet forthose who have been required to self-isolateand have completed their 14-day quarantinewithout showing signs or symptoms of beingunwell.