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DISASTERPLAN FORBUSINESSESBrought to you by:AGENTS COUNCILF O R T E C H N O L O GY.ACT NOW.Disasters can happenanytime. Prepare youremployees, office, data,systems and clients.
Brought to you by:AGENTS COUNCILF O R T E C H N O L O GY.Distributed by the Independent Insurance Agents & Brokers of America127 S. Peyton Street, Alexandria, VA 22314V1, February, 2019www.independentagent.comEmpowering Trusted Choice Independent Insurance Agents.
AGENTS COUNCILF O R T E C H N O L O GY.YOU NEED A PLAN.Disasters, whether natural or otherwise can hit any time and without notice. The best line ofdefense is offense—prepare your employees, physical office, data, systems and clients wiprocedures to implement when disaster strikes. Be prepared to serve without power, phone,internet and even without a physical office locatioBusiness owners should work with carriers in advance to establish protocols for the claims processand document this information for staff. Frequently review the policy to help staff understand theirole and serve efficiently as possible in the wake of disasteA good disaster plan allows you to focus on recovery and service, not searching for critical data orpiecing together tools to work. Make sure the final document is easy to find by everyone on staff,from any location.DEFINING DISASTERUnderstand the disaster risks in your location and define what that means to your business.0304ACT IntroductionBEFORE a disasterPrintable Risk Assessment FormPrepare EmployeesPrepare the OfficePrepare Technology SystemsPrepare to Communicate08Sample Disaster Plans and ResourcesDURING a disasterYour Safety is the FIRST PriorityWhen it is Safe.09AFTER a disasterAccess the OffiService ClientsPost Event Debrief10CUSTOMIZE YOUR PLANCustomizable Disaster Paln3 Disaster Planning
Before a DisasterPREPARE YOUR EMPLOYEESDetermine the roles of employees: Who implements the plan?Who’s responsible for checking physical office location and determining the safety of the space?Who speaks with the media, including social media posts and communications?When should will the plan be implemented and by whom?What policies are in place for remote access/work?Is there an alternate location?Who will monitor closures and safety?Establish employee expectations during a disaster: Publish clear and concise guidelines for employee communication. Establish minimum expectations of work attendance in advance.Organization tree: Have employee contact information and communication process in place. Utilize text/email services to communicate closers or alternate plans.PREPARE THE OFFICEPrepare to minimize damage: Identify areas most vulnerable to damage from a catastrophe (wind, rain, fire, rising water) and takesteps to minimize damage, such as: shutters or pre-cut plywood sections for windows, sandbagsaround doorways, moving equipment to interior portions of the office, fire suppression, etc. Identify equipment, furniture, records, and supplies that could be in a safer location and be preparedto elevate items off the floor should water rise. Concrete or wood blocks could work. If your office will be evacuated, smaller items can go on the desk or in safe interior spaces likerestrooms. Should time permit, be prepared to move items off-site to secure out of town storage or otherlocations. Additionally, be prepared to rent temporary office space or work remotely if needed.Power, Phone and Internet: Include contact information for power, phone and internet companies should you need to check onservice. Determine minimum power needs to support customers: number of servers, computers, phonesystems, lights, printers, etc. Calculate and include the amp drain from multiple power strips. Research back-up power supplies like generators and alternative telecom solutions—like hotspots.Once implemented, test often. Document the process for using back-ups and review regularly with staff. If applicable, determine if there is a need for alternate call center service: CSR 24, Insights, Centratel, etc.Resources:Energy.gov: Choosing the Right Backup Generator4 Disaster Planning
AGENTS COUNCILF O R T E C H N O L O GY.Emergency Supplies: Have emergency supplies on site including flashlights and batteries, chargers, first aid, blankets, raingear, bottled water, and non-perishable food items.Alternate Locations: Have a written agreement and a clear process for alternative business locations (home offices CATvans, off-site locations Set standards for back-up power (generators or UPS) and telecom solutions (fiber, landline,cell phone, wireless hotspot) for home offices or alternate locationsResources:Hot and Cold Sites for Data RecoveryHot and Cold Sites in Disaster Recovery Planning?PREPARE YOUR EMPLOYEESInternet and Phone Service If possible, subscribe to two forms of broadband Internet access. This allows for fail-over if yourprimary provider should fail and reduce downtime. This is especially true when the business’sprimary databases or files are hosted by a vendor Some cell phones offer broadband hotspots for an additional fee which may provide a minimumbandwidth needed to conduct business (including VoIP), should broadband internet service not beavailable. Single-site business can consider partnering with another location outside of your immediategeographical area should you need offic space and phones, or IT space. This will allow you toquickly and easily reestablish communication and IT operations.Laptops and Tablets Make sure your laptops and/or tablets have wireless to access and prepare staff on the risk ofportable tools. Laptops should have the most updated management systems, operating systems, and other toolsinstalled updates installed. Check with your vendors regarding licensing. Load your latest non-web (or ‘cloud’)-based data files for instant access. Make sure all securityprecautions are taken to protect your data and ensure its integrity. Back-up information regularlyon a USB or external hard drive.Database and Client Contacts Ensure your agency management system stays current with regular operating system updates.If you have a LAN-based system, confirm your OFF-SITE backup and recovery process.If you have a Web-based (ASP) system, work with your vendor to clearly identify recovery processes.Resources:ACT Agency Cyber Guide 2.0ACT/CIS ‘Cyber Hygiene Toolkits (Count, Configure, Patch, Repeat)5 Disaster Planning
Ensure Data AccuracyMake sure your business maintains up-to-date contact information and any third party dataintegration is working correctly.Go Paperless Being paperless makes disaster recovery significantly easier, but it’s a big project. Example: Cloud storage like Box, Dropbox, or One DriveEnsure Access to Critical Data Even with a policy to ensure better recovery and automation, printed contact information andother lists are still a good idea, just prior to an emergency (if warning time allows). Contact information: employees/emergency contact information, and vendors, anda complete customer list. Client contact information: contact information, location addresses, policies, carriers, limits,deductibles, and lienholders. Have copies of the disaster plan and other office supplies.Powering Down Protect critical IT equipment with documented procedures for properly shutting down and poweringup. This will eliminate unnecessary downtime, data corruption, and damage. Be sure to include thebattery backup units. Implement a schedule (on nights or weekends) to test the shutdown procedures. Measure the load on your generators and have an “amperage audit” completed. If you have serversor a computer room and add equipment, make sure your generator can still handle the added amps soyou don’t exceed load specifications on your generator. PREPARE TO COMMUNICATEContacts: Create a contact list and telephone/contact tree process. This should include staff, vendors, serviceproviders, and clients.Employees: Develop a written guide so that employees are aware of and educated on their specificresponsibilities and review the process often.Customers: Include disaster preparedness tips on your website and explain how your clients canwork with you during disasters.Be prepared to communicate with clients via your a customer portal, social media, email,and website from any location.6 Disaster Planning
AGENTS COUNCILF O R T E C H N O L O GY.Systems: Have a combination of alternative communications systems in place such as landlines, VOIP, cell/satellite service, redundant Internet access.Phone: Identify staff cell/satellite phones that could be used in an emergency. Know how to reroutephone numbers to another location (VoIP).Internet: Ensure multiple ways to access and communicate via your website, social media, and emailvia desktop and available mobile devicesWebsite: Host your website with a reputable vendor that offers uptime guarantees.Ensure staff can edit website content, at and away from the office.CRITICAL: Your website needs to be mobile-friendly to meet the needs of people whose landlines arecut, or who are displaced by disasters.Follow the News: Check with local state industry organizations and news sites for updated safetyregulations and information If there is a known catastrophe, Follow social media for breaking news and tokeep in touch with customers.SAMPLE DISASTER PLANS AND RESOURCESHow to Create a Disaster Plan for your Small BusinessFEMA; Comprehensive Preparedness Guide/Needs Assessment7 Disaster Planning
During a DisasterYOUR SAFETY IS THE FIRST PRIORITY: Above all, seek safety.Ensure the safety and security of vehicles, and emergency fuel.Keep tuned to local news and other media for alerts.Execute your disaster plan.Provide employees with a copy of the plan and list of key contacts.Monitor social media for impact and resources.WHEN IT’S SAFE TO DO SO: Depending on the severity and type of event, power down and/or test systems safely if possible.Communicate with your vendors (power, website, service providers, etc.).Stay in touch with staff, clients, carriers, and vendorsUpdate website and social media with critical information for your customers and staff8 Disaster Planning
AGENTS COUNCILF O R T E C H N O L O GY.After a DisasterAfter ensuring your current location, family, home and vehicle are safe, assess the safety of your staff.Continue to deploy your disaster plan and monitor local news and social media.ASSESS THE OFFICE Once roadways are safe, assess the safety of the building. Test and monitor power/back-up power and other services necessary for business. If using agenerator keep fuel on hand. Ensure you have a process to ‘flip’ back to normal phone operations as part of your failover process. Be prepared to welcome clients and adjustors if possible.SERVICE CLIENTS Be prepared to service your clients, or customers, when they need you most.If servicing them face-to-face, do what you can to provide a comfortable, calm environment.Provide them with all necessary information swiftly.Respond quickly and communicate often.Ensure staff follows up periodically with impacted clients to ensure their needs are metContinue to use social media to relay any alerts, updates, changes in your services, and othersignificant information Remove emergency contact information from website and social media. Update customers on the implications of any price changes or service delays.POST-EVENT DEBRIEF Conduct quantitative and qualitative post-event evaluation and review analytics with your team. Meet periodically to update the plan and make improvements. Conduct a post event evaluation review analytics and other feedback; periodically debrief staff toensure and iterative process improvement. Restock emergency supplies. Update the plan as needed.9 Disaster Planning
DISASTER PLANA fillable guide to document technology procedures as part of a disaster plan.Identify and list the threats that your facility is most likely to face. Investigate the history of yourfacility, your area, and other similar areas and organizations. The types of risks to consider includeenvironmental, technological, industrial, as well as human threats. Keep track of national, regional, andlocal security and disaster related updates and warnings for more immediate assessments of risks facingyour organization. Consider and rank the likelihood of each potential disaster listed below, and plan foreach individual scenario.5 Strong Probability / Has Occurred Previously 4 Probable3 Possible2 Remote possibility1 Very unlikelyPotential DisasterBlizzard / Ice StormChemical / Hazardous Waste Spill, or other Transportation AccidentCyber Attack – National, Regional, City, or Agency onlyEarthquake DamageEnvironmental – Mold outbreak, Infestation, PandemicFire – Region, Entire Building, or Document-Sensitive AreasFlooding – Natural causes, or Building mechanical failureHurricane / Tropical StormPower OutageRiot or Civil CommotionTerrorism / Bomb Threat / Security Threat - Building Not AccessibleTornadoVandalism, Damage to building, or Theft of vital equipment10 Disaster PlanningRisk Level
AGENTS COUNCILF O R T E C H N O L O GY.EMPLOYEEROLESEMPLOYEEROLESWho implements the Who’s responsible for checking physical office location and determining the safety of the :Who speaks with and monitors the :11 Disaster Planning
When should the plan be implemented and by whom?What policies are in place for remote access/work?Link to policy:Is there an alternate location in the area prone to disaster?Yes-Hot/Cold SiteNoLocation:Contact Name:Phone:Email:Who will monitor closures and safety?Name:Phone:Email:12 Disaster Planning
AGENTS COUNCILF O R T E C H N O L O GY.Establish employee expectations during a disaster:Publish clear and concise guidelines for employee communication.Link to guidelines:Establish minimum expectations of work attendance in advance.Notes:Employee directory:Have employee contact information and communication process in place.Link to staff directory:Notes:13 Disaster Planning
PREPARE THE OFFICEPREPARE THE OFFICEPrepare to minimize damage:Identify areas most vulnerable to damage from a catastrophe (wind, rain, fire, rising water) and take steps to minimizedamage, such as: shutters or pre-cut plywood sections for windows, sandbags around doorways, moving equipment tointerior portions of the office, fire suppression, etc.Notes:Identify equipment, furniture, records, and supplies that could be in a safer location and be prepared to elevate itemsoff the floor should water rise. Note that three feet is the recommended height for servers and other equipmentto prevent water and fire damage.Notes:If your office will be evacuated, smaller items can go on the desk or in safe interior spaces like restrooms.Notes:Should time permit, be prepared to move items offsite to secure out of town storage or other locations. Additionally, beprepared to rent temporary office space or work remotely if needed.Notes:14 Disaster Planning
AGENTS COUNCILF O R T E C H N O L O GY.Power, Phone and Internet:Include contact information for power, phone and internet companies should you need to check on service.Power Company:Phone: Website: Email:Determine minimum power needs to support customers: number of servers, computers, phone systems, lights, printers, etc.Calculate and include the amp drain from multiple power strips. Use ‘generator wattage calculators’ available online toensure you have accurately estimated needs.Notes:Research back-up power supplies such as generators and alternative telecom solutions like hotspots. Once implemented,test consistently (recommended quarterly).Notes:Document the process for using back-ups and review regularly with staff. This includes all data and critical systems that arenot web-based.Notes:15 Disaster Planning
Determine if there is a need for alternate call center service. Examples: CSR24, Insights, Centratel, etc.Service:Name:Phone:Email:Notes:Emergency Supplies:Person responsible for maintaining?FlashlightsBatteriesChargersFirst aidBlanketsRain gearHygiene itemsBottle water (1 gallon per person for 3 days)Non-perishable food items (3-day supply)Paper productsSanitizer and wipesMulti-toolBattery-powered hand crank er:Other:16 Disaster Planning
AGENTS COUNCILF O R T E C H N O L O GY.Alternate Locations:Have a written agreement and a clear process for alternative business locations (home offices, offsite locations) Setstandards for back-up power (generators or UPS) and telecom solutions (fiber, landline, cell phone, wireless hotspot) forhome offices or alternate locations.Notes:17 Disaster Planning
PREPARE TO WORKINTERNET AND PHONE SERVICEIf possible subscribe to two forms of broadband Internet. This for fail-over of your primary provider should fail and/or reduce downtime. This especially true when the business' primary database is hosted by a vendor.Service:Name:Some cell phones offer broadband hotspots for an additional fee which may provide a minimum bandwidth needed toconduct business (including VoIP), should broadband internet service not be il:Notes:Some cell phones offer broadband hotspots for an additional fee which may provide a minimum bandwidth needed toconduct business (including VoIP), should broadband internet service not be te businesses can consider partnering with another location outside of your immediate geographical area should youneed office space and phones, or IT space. This will allow you to quickly and easily reestablish communication and teagencies can consider partnering with another agency outside of your immediate geographical area should youEmail:need office space and phones, or IT space. This will allow you to quickly and easily reestablish communication and IToperations.Notes:Service/Location:Name:Phone:18 Disaster PlanningEmail:
Laptops and TabletsNotes:AGENTS COUNCILF O R T E C H N O L O GY.Make sure your laptops and/or tablets have wireless to access and prepare staff on the risk of portable tools. Laptopsshould have the most updated management systems, operating systems, and other tools installed updatesinstalled. Check with your vendors regarding licensing.Load your latest non-web (or ‘cloud’)-based data files for instant access. Make sure all security precautions are takento protect your data and ensure its integrity.Back-up information regularly on a USB or external hard drive.Agency Management SystemEnsure your agency management system stays current with regular operating system updates.If you have a LAN-based system, confirm your OFFSITE backup and recovery process.If you have a Web-based (ASP) system, work with your vendor to clearly identify recovery one:Email:Notes:19 Disaster Planning
Ensure Data AccuracyEnsure system data accuracy.Work with your download vendor.Back-up downloads, claims download, eDocs and Messages, etc.Service:Name:Phone:Email:Notes:Go PaperlessBeing paperless makes disaster recovery significantly easier, but it's a big project.Notes:20 Disaster Planning
AGENTS COUNCILF O R T E C H N O L O GY.Ensure Access to Critical DataEven with a policy to ensure better recovery and automation, printed contact information and other lists are still agood idea, just prior to an emergency (if warning time allows).Contact information: employees/emergency contact information, vendors, and a completecustomer list.Notes:Client contact information: contact information and location addressesNotes:Ensure the agency is stocked with copies of this disaster plan, and other office supplies.Notes:21 Disaster Planning
Powering DownProtect critical IT equipment with documented procedures for properly shutting down and powering up. This willeliminate unnecessary downtime, data corruption, and damage. Be sure to include the battery backup unitsImplement a schedule (on nights or weekends) to test the shutdown procedures.Measure the load on your generators and have an “amperage audit” completed.If you have servers or a computer room and add equipment, make sure your generator can still handle the addedamperages, so you don’t exceed load specifications on your generator.Service:Name:Phone:Email:Notes:PREPARETO COMMUNICATECOMMUNICATEPREPARE TOContacts:Create a contact list and telephone/contact tree process. This should include staff, vendors, service providers, andclients.Link to contact List:Employees: Develop a written guide so that employees are aware of and educated on their specific responsibilitiesand review the process often.Notes:Customers: Include disaster preparedness tips on your website and explain how your clients and customers canwork with you during disasters.Be prepared to communicate with clients via your customer portal, social media, email, and website from anylocation.Notes:22 Systems: Disaster PlanningHave a combination of alternative communications systems in place such as landlines, VOIP, cell/satellite service,
AGENTS COUNCILF O R T E C H N O L O GY.Systems:Have a combination of alternative communications systems in place such as landlines, VOIP, cell/satellite service,redundant Internet access.Phone: Identify staff cell/satellite phones that could be used in an emergency.Know how to reroute phone numbers to another location (VoIP).Notes:Internet: Ensure multiple ways to access and communicate via your website, social media, and email via desktop andavailable mobile devicesNotes:Website:Website Hosting Company:Employee l:Notes:23 Disaster Planning
Follow the News:Check with local state industry organizations and news sites for updated safety regulations and information.Notes:24 Disaster Planning
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Hot and Cold Sites in Disaster Recovery Planning? PREPARE YOUR EMPLOYEES Internet and Phone Service If possible, subscribe to two forms of broadband Internet access. This allows for fail-over if your . VOIP
