Summary: While we often think of how to help our insureds protect themselves from damage from disasters, it's easy to forget to secure the office. However during a disaster people expect their agency to be up and running; and if the disaster is located only at the agency, the longer you're not functional, the more business you can lose to competitors. The following will help you develop a plan and prepare for whatever may come your way.
Step 1: Identify critical areas and key personnel.
Critical areas can be broken into segments:
Communications – With staff, insureds, and companies. Are phone lines accessible, how will you communicate with people? Be sure you have contact information for all employees; phone trees work well. Research reverse 911 in your area. This allows the police to contact you with important information. Text messages may get through when phone lines are jammed.
Operations – Can office function on site or do you need to have an alternative location, if so, is there usable equipment available including computers, phones, etc.? Can the available emergency equipment access your agency management files and company connections, or are you restricted to Word and solitaire?
Documentation -Where are the files stored; is it fireproof/waterproof? Are there backup files, and how often are they backed up? What is on paper and what is stored in a computer, and are there emergency copies? Are copies kept off site, and who has access to them? What must be available in order for the agency to function?
Step 2: Identify hazards.
How susceptible is the agency to flood, fire, wind, etc. Have prevention measures become part of office policy? Are there extinguishers, are files stored off the floor?
Are paper files stored each night, or are they on top of desks susceptible to fire, water, wind? Are filing cabinets and equipment secure?
What if a disaster occurs and employees are stuck at the office? Are there first aid kits, water, food, blankets, and do the employees know where these items are kept? Is there an emergency generator, flashlights, batteries?
Step 3: Develop a plan.
In case of emergency, which employee is responsible for what? Make assignments both for weekday action and weekend action, including communication. If your employees can't contact you, are they secure in the knowledge of what to do? If key people are unavailable, then what? Are others prepared and able to step in?
Be sure instructions are clear and everyone knows their duties. If you have to leave the agency, where will you go? Where can you set up a temporary site? For something restricted to your agency this is easy; but if the entire town is flooded or overcome by wildfires, it will be more difficult to find temporary space. Include finding emergency locations as part of your plan. Locations found in advance of a need make the transition much smoother than trying to find space in chaos.
If you have to “grab and go” what must be taken from the agency? Who is to take it, and how is it to be transported? A master file of insured's phone numbers is more realistic to grab and go than files; is software stored in a fireproof/waterproof safe? If not, do employees know where it is to grab in case of emergency? An emergency bag to put lists, software, drafts, and other critical items in can help you protect as much as possible as quickly as possible.
Assume the worst case scenario- that way, you'll be prepared for anything. If power is out for several days, how do you live without your computer files? Is there a workaround for such situations?
Step 4: PRACTICE!
The best plan won't work if people aren't secure in knowing what to do; practice is sometimes overlooked because people feel silly doing it on a clear day. However, practice is the only way to know if your plan works and where the kinks are. A well practiced plan is one that will work in case of disaster. Tabletop exercises work well, but at least one “real” practice can be extremely beneficial.
To obtain assistance on likely emergencies or disasters in your community and associated planning tools, contact your locate city or county Emergency Management Office. Other useful resources are:
1.”Open for Business: A Disaster Planning Toolkit for the Small Business Owner.” This is available online from the Institute for Business and Home Safety at www.ibhs.org in a .pdf format, or directly from www.ibhs.org/docs/OpenForBusiness.pdf for convenient printing and downloading. This provides a self-assessment of your current readiness, detailed guidelines for developing a plan, and forms and checklists to assist you.
2.”Emergency Management Guide for Business and Industry.” Available on line from FEMA at http://www.fema.gov/business/guide/index.shtm. This also provides detailed step by step information regarding constructing a plan.