Business Continuity Framework - Version 4.0 (5 January 2022) - Amazon AWS
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
Business Continuity Framework Version 4.0 (5 January 2022)
Background
Coronavirus (COVID-19) is a respiratory illness caused by a new virus which primarily spreads via
person to person transmission. Symptoms range from a mild cough to pneumonia. Some people
recover easily, whereas others may get very sick very quickly. Good hygiene can assist in preventing
infection. The World Health Organisation has declared COVID-19 a pandemic. The impacts of COVID-
19 coronavirus are rapidly evolving with new information becoming available each day.
For more details:
Queensland Health Updates: https://www.health.gov.au/health-topics/novel-coronavirus-2019-
ncov
Queensland Government Updates: https://www.qld.gov.au/health/conditions/health-
alerts/coronavirus-covid-19
Commonwealth Department of Health: https://www.health.gov.au/
About this framework
selectability is committed to providing safe, secure and reliable services to our consumers and a safe
work environment for our employees. To the best of our ability we are endeavouring to plan ahead,
to be ready to provide services and support consumers during such challenging times.
This framework is designed to outline the activities, actions and considerations involved in ensuring
selectability’s business continuity and continuity of service during this pandemic. It also provides us
with the opportunity to explore new and innovative ways to deliver services and organise our
workforce. The document is and will remain a ‘work in progress’ due to the evolving nature of
COVID-19.The framework is broken down into four key phases and two attachments:
Phase one: Preparation and Planning
Phase two: Limiting Opportunities for Exposure and Spread
Phase three: Self Isolation/Quarantine & Enforced Lockdowns
Phase four: Recovery
Attachment 1: Work and Pay
Attachment 2: Resources
This version of the plan focuses on and prioritises the activities and strategies of the first three
phases and the two attachments.
Provide timely and accurate information to our consumers and employees
Provide information and education to limit the spread of COVID-19
Identify risks and mitigation strategies
Maintain continuity of support to the best of our ability, noting that this may
include changes to our service delivery model (i.e. the introduction of new and
innovative approaches)Phase One – Preparation & planning
This phase involves reviewing policies and procedures and clearly defining roles and responsibilities.
The following apply to all employees and directors as we manage the impact of COVID-19 on
selectability and our consumers:
All selectability employees and directors are to be COVID-19 fully vaccinated
If you are or may be contagious from any illness, do not attend work or provide support to
any consumer and do not put others at risk by entering any selectability buildings or by making
personal contact with any selectability employees or consumers.
Thoroughly wash your hands with soap for a minimum of 20 seconds when entering a
selectability location or a consumer’s home.
You must follow all Government directives.
It is a Work Health and Safety requirement that you must inform your manager if you:
Test positive to COVID-19
You are a close contact to an individual who has tested positive to COVID-19
Develop a fever, a cough, sore throat, loss of smell/taste or shortness of breath
Are aware of an employee who meets one of the above
After providing any of the above advice, you must follow all instructions given by your manager.
Breaches of this condition will be treated as serious misconduct and will be subject to disciplinary
action.
CEO - Debra Burden
CFO – Emma Hennell
COO – Aaron Farrell
GM Cairns - Ingrid Steed
GM Townsville – Sally Bawden
GM Mackay – Colin McPherson
GM Regions - Ryan Wiggins
Training and Workforce Development Manager – Kristin CoppolaFirst Second
CEO COO CFO
Debra Burden Aaron Farrell Emma Hennell
GM Cairns Team Leader HR Officer
Ingrid Steed Simone Oehm Lisa Hall
GM Townsville GM Regions Team Leader
Sally Bawden Ryan Wiggins Kylie Shrimp
GM Mackay Care Navigator Support Coordinator Team
Colin McPherson Stacy Irwin Leader
Odette Van Der Merwe
GM Regions GM Townsville Innovation Officer
Ryan Wiggins Sally Bawden Crystal Webster
COO Training & Workforce Marketing & Communications
Aaron Farrell Development Manager Manager
Kristin Coppola Pieta Smith
CFO Senior Finance Officer Finance Officer
Emma Hennell Rachel Thompson Despina Robinson
If required to stand up nominated individuals listed in the succession plan inherit the full delegation
for the person they are replacing.
Business Continuity Review policies and procedures
Management (BCM) Make key operational decisions
Team Communicate direction and plans to employees and consumers
Closely monitor the situation and respond as appropriate
(CEO, COO, CFO, All Follow government advice and directives
GMs)
Team leaders Reinforce and clarify any organisational directives
Ensure any consumer and employee issues are resolved/escalated as
appropriate
Follow government advice and directives
Employees Report any issues and risks in a timely manner
Disseminate information to consumers as required
Follow organisational directives
Follow government advice and directives
Consumers Follow any organisational directives
Follow government advice and directivesAll employees must take reasonable care for their health and safety in the workplace. They must
also take reasonable care for the health and safety of others who may be impacted by what they do
or don't do.
We will use our best endeavours to ensure continuity of service to our consumers whilst not
putting our consumers and our employees’ health and safety at risk
We will explore innovative options for delivering services in safe ways to suit the needs of
our consumers
We will communicate in a timely, clear and consistent manner
To ensure we are following the most accurate and up-to-date information we follow the
directives of Queensland Health (https://www.health.qld.gov.au/) and the
Commonwealth Department of Health (https://www.health.gov.au/), where there is
conflicting advice we will favour the advice that provides the safest option for our
circumstances.
Email organisational updates (from the CEO/COO)
Operational text/ teams messages (from line manager or your General Manager)
Learning Management System – dedicated information module (contains links to the most
up-to-date government advice and any organisational wide updates)
(All role specific questions should be directed to line managers and more general questions should
be emailed to feedback@selectability.com.au)Activities Details Risk Actions taken to mitigate the risk
Stand up Business We have established the BCM Members of the team become A succession plan for members of the BCM
Continuity Management Team incapacitated and unavailable for Team has been established
Team planning and decision-making Technology has been set up to allow for all
The BCM Team have agreed members of the BCM Team to work from
on meeting times and roles home
Workforce analysis We have ensured that key Large number of employees Recruitment campaign is continuing
roles are in place and backed unavailable due to illness / family GMs have reviewed key business operations
up to appropriately support care arrangements / quarantine or and ensured there is a backup person for each
consumers and operational other government directives key role
processes All selectability employees are deemed
essential workers and can exercise this
when/where needed
Review key processes Travel – no work related air Internet/Technology not available Teams has been rolled out across
and policies travel and restrictions on work selectability, this is preferred meeting
related vehicle travel out of method. Zoom is also an option
local region GMs will review operational needs and
will make decisions on working from
Face-to-face meetings home arrangements for their team
restricted – Teams All employee’s can be contacted via teams
meetings are and contact numbers are located in TRACCS
preference on personal file
In the event of NBN internet failure the fall-
Work from Home back position is to revert to 4G and the further
back up option is to communicate via mobile
phonesEmployees not receiving Working from home Employees don’t have access to Access to “Frankinstein Notebooks” via
any income either appropriate equipment or selectability training are available, approx. 20
work related tasks to effectively For employees who do not typically have work
work from home e.g. LSWs that can be undertaken from home e.g. LSWs,
selectability will review opportunities to
engage in work that can be delivered safely
A Special Benefit has been developed for
employees who can provide evidence that
they are unable to work due to exposure to a
selectability consumer or a selectability
employee. Management are working on the
conditions.
Communication - Ensure timely and clear Employees not receiving or reading Employees key communication source is their
internal employee communication communications line manager or GM
We will disseminate organisational wide
Regular Leadership Forum communication via numerous channels (i.e.
email, website, text, Teams, printed) and
ensure team leaders reinforce messages at
all opportunities We are utilising our Learning Management
System (LMS)
We will distribute Frequently Asked Questions
and Answers (FAQ&A) as needed
Communication - Ensure timely and clear Consumers not receiving or not Consumers key communication source is their
external communication with reading communication support worker or support coordinator
consumers We will disseminate organisational general
communication to consumers via numerous
Ensure timely and clear channels (i.e. email, text, printed and social
communication with funders media) and ensure support workers and
support coordinators reinforce messages at
all opportunities
Limiting potential We maintain our Individuals not aware of their roles All employees to be COVID-19 fully
exposure hygiene requirements in all and responsibilities vaccinated
selectability locations Reinforce this through visible signage, email
updates
Observation
We have increased cleaning
Use of masks, safety glasses, gowns, face
and access to cleaning products
shields and gloves as required
Wearing Personal Protective Wash hands
EquipmentPhase Two – Limiting opportunities for exposure & spread
The implementation of this phase was triggered by the World Health Organisation’s declaration of
COVID-19 as a pandemic.
The following general safety protocols came into effect across selectability on 17 March 2020:
1. Hand hygiene
Mandatory hand washing with soap for a minimum of 20 seconds upon entry of all
selectability locations and upon entry to a consumer’s home
2. Increased Messaging
Messaging provided around safe practices via printed (signs), emails, texts, Teams and verbal
communication.
3. Minimise consumer exposure to different support workers
Rosters designed to ensure consumers experience minimum LSW variance. This is to limit
consumer and LSW exposure to the virus.
4. Group activities
Group activities are continuing support by the following mitigation actions:
Supervised handwashing upon entry for all group members
Daily disinfection of hard surface high contact premises and equipment.
Social distancing.
*This includes Clubhouses, Mental Health Hubs and selectwellbeing (groups)
5. Work-related travel
No work-related air travel for selectability employees or directors.
Restrictions around work-related vehicle travel out of a local region (any travel must
be approved by a region’s General Manager).
6. Meetings
Teams/Zoom is preferred method for meetings
If face to face meeting is necessary, approval from GM or line manager is required
Seating for meeting should be spaced at more than 1.5 metres apart
Hands are to be washed for more than 20 seconds prior to entering the meeting room.
Should wash basin and soap not available, hand sanitizer to be usedActivities Details Risk Actions taken to mitigate the risk
Implement policy changes No air travel for employees or Regions not being adequately GMs regularly check-in with teams and
directors supported / feeling isolated where possible schedule Teams/Zoom
Restrictions around car travel out meetings.
of local region
Education and A central resource area on LMS Employees not accessing the Reinforce through regular
communication around has been created which includes information or completing the communication
preventing the spread of updates on the spread of COVID- training modules Pull LMS reports to understand who is
19, and tips related to hygiene
viruses not accessing the module so team
best practices to reduce the risk
of contracting or spreading the leaders can have individual
You can access the module virus. Also includes government conversations.
here endorsed training modules
Hand hygiene Introduce mandatory 20 second Directions not adhered to Signs posted and visible at all
handwashing with soap for locations.
World Health Organisation everyone at all selectability sites Employees take responsibility for
handwashing protocol themselves and their visitors and
ensure messages are reinforced.
General observations.
Vehicle cleaning All cars must be thoroughly Not enough time to adequately Consumers notified of this
disinfected after each shift. clean vehicles requirement
and details. Employee to use spray bottle and
sanitiser provided by selectability at
completion at start/end of each
pick up/drop offVehicle ventilation Where possible vehicle windows Consumer not complying with The LSW should use their best judgement
to be opened to allow for requests to open windows. as to whether the situation is safe.
ventilation.
Vehicle seating Consumers to sit in the back left Consumer not complying with The LSW should use their best judgement
seat to allow for maximum requests to sit in the back seat as to whether the situation is safe.
distance.
Ventilate consumer The Department of Health Consumer not complying with LSWs to use their best judgement as
environments Recommends increased requests to increase ventilation to whether shift should proceed.
ventilation as a strategy to reduce Contact team leader if there are any
the spread of infection. concerns
Implement social distancing Employees and consumers Consumers not adhering to social LSWs to use their best judgement as
guidelines to maintain a distance of distancing guidelines to whether shift should proceed.
1.5m whenever possible. Contact team leader if there are any
concerns
Before shifts - initial scoping When LSWs call to confirm shift Consumer not answering the If the LSW attends the shift and finds that
call they will run through a series of questions honestly the consumer is displaying coronavirus
standard questions to ensure the symptoms, they should not proceed with
consumer is not displaying any
the face-to-face shift and to discuss
coronavirus symptoms
alternative options for completing the
shift with the consumer.
Rostering activities Put best practice processes in Unavailability of appropriate LSWs Ensure latent workforce capacity.
place to limit the number of LSWs Consider alternative option for
to consumers completing shifts.Monitor group activities Reviewing operations for Members and consumers becoming Use alternative options for support
Clubhouses, Mental Health Hub isolated and experiencing (technology) or smaller groups.
and selectwellbeing (groups) deteriorating mental health
(group numbers not currently
exceeding government directives)
Increase cleaning frequency Ensuring all common areas of Some sites do not have a paid GMs to ask employees to include it as part
across all sites selectability sites are regularly cleaning service. of their daily routine – this may require
cleaned prioritising other tasks.
COVID-19 Response Kits COVID-19 Kits assembled and Sites will not be able to get Kits will be maintained by ‘COVID-19 Key
assembled and distributed distributed to sites. Includes these if North Queensland is Workers’ in each site to ensure supply is
masks for all workers and isolated. Face masks have maintained.
disposable masks for
been supplied for a one
consumers.
month period.
Additional PPE for supporting
positive consumer includes, PPE kits to support a positive
P2 face masks, face shield, consumer, include supporting
safety glasses, gown and 42 consumers for 7 days
gloves.
across the selectability
footprint.Phase Three –Quarantine and self-isolation
The triggering of this stage will be initiated in accordance with the isolation and quarantine
requirements as set and amended by Queensland Health.
All employees should ensure that they are aware of the government guidelines and protocol around
isolation and quarantine.
1. Click here for details on COVID-19 symptoms
2. Click here for isolation and quarantine rules that are now in effect
3. Click here for the latest information on isolation for people who are diagnosed with COVID-19
4. Click here for the latest definition of close contact.
ZERO TOLERANCE: In regard to COVID-19, any employee that breaches State or
Federal Government legislation and/or breaches their Work Health and Safety
obligations with selectability, can potentially have their employment terminated due
to serious misconduct.
General Safety Protocols
The following general safety protocols will come into effect if Phase 3 is declared by the Queensland
Government. Slight changes may occur based on the currently evolving nature of Covid-19. This Phase
is based on employees primarily in isolation or quarantine at home. Depending on the restrictions,
selectability may have some restrictions in being able to deliver services to our consumers fully.
1. Hand hygiene
Mandatory hand washing with soap for a minimum of 20 seconds upon entry of all
selectability locations and upon entry to a consumer’s home. This should also apply to your
private residence should you be returning home after an approved activity.
2. Minimise consumer exposure to different support workers
Rosters designed to ensure consumers experience minimum LSW variance. This is to limit
consumer and LSW exposure to the virus. Again this support may change in which case State
Government Services may be extended to support our consumers. selectability will try as
reasonably practicable to work with consumers and Government agencies in this instance to
support our consumers.3. Group activities
In the event of isolation or quarantine due to our facilities being in hotspots, no activities are
likely to be approved to occur by the Queensland Government. Should this be the case again
our consumers will need to be contacted and advised immediately of the changes.
*This includes Clubhouses, Mental Health Hubs and selectwellbeing (groups)
4. Work-related travel
No work-related air travel for selectability employees or directors.
Restrictions around work-related vehicle travel only in the local region (any travel
must be approved by a region’s General Manager).
5. Meetings
Meetings will need to occur via teleconference, Teams or Zoom at the discretion of
the GM or line manager. These meetings will only occur to support the identified work
requirements.
selectability employees should have their IT resources identified to allow these
meetings to occur from their residence.
6. Social Distancing and wearing of masks
Social distancing guidelines may change at any time during this Phase. The current
distances however are 1.5 meters between people to prevent droplets reaching
others whilst in a confined area.
During this Phase there may be a requirement for people to also wear masks, or other
PPE as directed by Queensland Health. The requirements of when to wear masks, the
types of masks required and other PPE, may differ as the Phase continues to evolve.Phase 3 key activites
Activities Details Risk Actions taken to mitigate the risk
Implement policy changes No air travel for employees or Regions not being adequately GMs regularly check-in with teams and
directors supported / feeling isolated where possible schedule Teams/Zoom
Restrictions around car travel may meetings.
only be allowed in local area (or
none at all).
Education and Employees to complete any Employees not accessing the Reinforce through regular
communication around original or updated training information or completing the communication
preventing the spread of during this time. Also includes training modules. Pull LMS reports to understand who is
government endorsed training
viruses not accessing the module so team
modules
leaders can have individual
You can access the module conversations.
here
Hand hygiene A reminder to individual Directions not adhered to Reminders during
employees to ensure whilst in Teams/Zoom Meetings with
World Health Organisation isolation they continue to other staff
handwashing protocol undertake the mandatory 20 Employees take responsibility for
second handwashing with soap themselves whilst in self-
isolation or if they are permitted
to leave lockdown.
Vehicle cleaning All cars must be thoroughly Not enough time to adequately Consumers notified of this
and details. disinfected after each use clean vehicles. requirement
(if travel is allowed by the Vehicle being used with Employee to complete at start/end of
Queensland Government). passengers or consumers each pick up/drop off
(transmission risk).Vehicle ventilation Where possible vehicle windows Employee not complying with The LSW should be asked if there is a
to be opened to allow for the directive to open reason (safety or otherwise) as to
ventilation. windows. why the window was not able to be
opened.
Implement social distancing Employees and consumers Consumers and employees not LSWs to use their best judgement as
guidelines to maintain a distance of adhering to social distancing to whether shift should proceed.
1.5m whenever possible. guidelines. Contact team leader if there are any
Consumers and employees not concerns
wearing masks.
Before shifts - initial scoping When LSWs call to confirm shift Consumer not answering the If the LSW attends the shift and finds that
call they will run through a series of questions honestly the consumer is displaying coronavirus
standard questions to ensure the symptoms, they should not proceed with
consumer is not displaying any
the face-to-face shift and to discuss
coronavirus symptoms
alternative options for completing the
shift with the consumer.
Rostering activities Put best practice process in are in Unavailability of appropriate LSWs Ensure latent workforce capacity.
place to limit the number of LSWs Consider alternative option for
to consumers completing shifts.Phase four – recovery Planning for this phase is yet to be undertaken as priority has been given to planning and implementing earlier phases.
Attachment one: Work and pay
(casual and permanent employees)
We are very seriously considering the impact of this situation on our employees. We understand this
evolving situation has potential to cause disruptions to work and pay. We are currently looking at work
from home options for employees, both permanent and casual, on a case-by-case basis. Working from
home options will be at the discretion of the relevant General Manager.
FairWork Australia has provided information on how the COVID-19 situation impacts workplace laws.
Click here for details.
Please note that the Government’s and Fairwork Australia’s advice around work and pay can change.
We are monitoring this situation closely and will keep you updated on how this impacts your work
and wages at selectability.
SPECIAL BENEFIT: employees, who can provide evidence that they are unable to work due to
exposure to a selectability consumer or a selectability employee, can apply for a Special Benefit.
Although your management team is still working on the conditions to support this new Special
Benefit employees are able to make a submission to their GM for consideration. Submissions will
be considered on a case by case basis by the Business Continuity Management Team.
selectability reserves the right to decline any submissions at its discretion and without the
requirement to provide details of the reason/s for the decline.
selectability also reserves the right to withdraw the Special Benefit at any time.
The following is our best interpretation and is based on information from FairWork Australia’s current
advice (as at 8/12/2021). It is to be expected that the following will evolve and we openly acknowledge
that we have not identified all scenarios.
Infection status Action Impact on work and pay
Confirmed as infected Casual employees confirmed As per the National Employment
with COVID-19 as infected with COVID-19 Standards for casual
must not work and must employment, no pay applies.
isolate unless fully recovered
and cleared by a medical You will not be rostered for work
practitioner. until you complete the required
quarantine period and supply a
You can only return to work negative COVID-19 test result.
once you have competed the
required quarantine and
supply a negative COVID-19
test result.Click here for self-
quarantine/isolation rules that
are now in effect.
Displaying COVID-19 As a precaution, you must As per the National Employment
symptoms but not not attend the workplace or Standards for casual
confirmed as infected provide face-to-face support employment, no pay applies.
with COVID-19. to a consumer.
However, if you are deemed well
Inform your manager as soon enough to work by your line
Click here for details
as possible. manager, then paid work from
on COVID-19 home opportunities may be
symptoms Seek medical attention. If you available on a case-by-case basis.
want to talk to somebody
about your symptoms first, You will need to complete
call the Coronavirus Health required quarantine and present
Information Line on 1800 020 a negative COVID result to return
080 (24/7). to work
Follow QLD State and Federal
Government’s advice.
Not sick nor Indications are that people As per the National Employment
experiencing any are infectious in the 24 hours Standards for casual
symptoms, but are prior to displaying symptoms employment, no pay applies.
considered a CLOSE and whilst displaying
CONTACT
symptoms. However, paid work from home
opportunities may be available
You must not attend the on a case-by-case basis.
Please click above workplace or provide face-to-
“CLOSE CONTACT” link face support to a consumer. You will need to complete
for details of close required quarantine and present
contact. Inform your manager as soon a negative COVID result to return
as possible. to work
Seek medical attention. If you
want to talk to somebody
about your risk, call the
Coronavirus Health
Information Line on 1800 020
080 (24/7).
Follow QLD State and Federal
Government’s advice.Infection status Action Impact on work and pay
Confirmed as infected Permanent employees You cannot work.
with COVID-19 confirmed as infected with
COVID-19 must not attend work You may take personal leave
and must self-quarantine/isolate upon provision of a medical
until fully recovered. certificate.
If you have no personal leave
available, then annual leave can
Click here for self-quarantine be taken.
rules that are now in effect
If you have no personal or annual
leave than leave without pay can
be taken.
You can only return to work once
you have complete mandadory
quarantine and supplied a
negative test result before
returning to work.
Displaying COVID-19 As a precaution, you must You cannot work.
symptoms but not not attend the workplace orconfirmed as infected provide face-to-face support You may take personal leave.
with COVID-19. to a consumer. Your line manager will advise if a
medical certificate is required or
Click here for details on Inform your manager as soon not.
COVID-19 symptoms as possible.
If you have no personal leave
Seek medical attention. If you available, then annual leave can
want to talk to somebody be taken.
about your symptoms first,
call the Coronavirus Health If you have no personal or annual
Information Line on 1800 020 leave than leave without pay can
080 (24/7). be taken.
Follow QLD State and Federal You can only return to work once
Government’s advice. you have supplied a medical
certificate to confirm you are
clear to work or a negative COVID
19 test result.
Not sick nor You must abide with self- This is a Work Health and Safety
experiencing any quarantine/isolation rules matter.
symptoms, but are advised by the Government.
considered a CLOSE You have several options:
CONTACT Advise your manager when you
will be available to return to Option 1:
Please click above work. You may take personal leave.
“CLOSE CONTACT” link
for details of close If you have no personal leave
contact. Click here for self-quarantine available, then annual leave can
rules that apply. be taken.
Click here for details on Option 2:
COVID-19 symptoms.
You can take annual leave.
If you have no annual leave
available, you can apply for leave
without pay.
Option 3 (if available):
Where possible, you may be able
to undertake suitable work from
your home whilst self-
quarantined/self-isolated. Your
line manager will monitor your
performance and you will be
paid as normal.You can only return to work once you have supplied a medical certificate to confirm you are clear to work or a negative COVID 19 test result.
Attachment two - Resources
COVID-19 Australian Department of Health Updates
https://www.health.gov.au/health-topics/novel-coronavirus-2019-ncov
COVID-19 Queensland Government Updates:
https://www.qld.gov.au/health/conditions/health-alerts/coronavirus-covid-19
COVID-19 Symptoms
Symptoms of coronavirus (COVID-19) | Health and wellbeing | Queensland Government
(www.qld.gov.au)
Self-Quarantine Rules – Queensland Government
https://www.qld.gov.au/health/conditions/health-alerts/coronavirus-covid-19/take-
action/self-quarantine
Close Contact – Queensland Government
https://www.qld.gov.au/health/conditions/health-alerts/coronavirus-covid-19/take-
action/contact-tracing
Premier’s statement on COVID-19 emergency
http://statements.qld.gov.au/Statement/2020/3/16/queensland-first-to-make-emergency-
declarations-in-january
Information on Social Distancing – Department of Health
https://www.health.gov.au/resources/publications/coronavirus-covid-19-information-on-
social-distancing
Coronavirus and Australian Workplace Laws – FairWork Australia
https://www.fairwork.gov.au/about-us/news-and-media-releases/website-
news/coronavirus-and-australian-workplace-laws
World Health Organisation – Handwashing Protocol
https://www.who.int/gpsc/clean_hands_protection/en/You can also read
