This unit applies to the development of business continuity planning in an organisation. Business continuity is the stage between a crisis occurring and the implementation of a disaster recovery plan. It is aimed at keeping as many of the business critical operations operating as possible during this period.

Competence in this unit requires the development of a business continuity plan that will allow an organisation to continue to operate even if in a diminished capacity or only through business critical functions, until functionality is restored. It also requires analytical, planning, risk assessment and communication aspects of the plan.

This role is undertaken by staff with managerial responsibility.

ELEMENT

PERFORMANCE CRITERIA

1. Evaluate the impact of the situation on business operations

1.1. Evaluate immediate impact of potential situations on business operations

1.2. Identify business functions that are potentially impacted

1.3. Determine likely timing before normal operations will be restored

1.4. Define and agree with stakeholders the parameters (timings) which will determine employment of disaster recovery procedures

1.5. Liaise and effectively consult with all impacted parties and stakeholders

2. Identify business critical functions that must continue

2.1. Determine business imperatives that must be addressed or continue

2.2. Consider practical options to maintain business critical operations

2.3. Consult all major stakeholders

2.4. Agree with stakeholders on priorities

3. Develop plan to maintain business critical operations

3.1. Determine available back-up facilities or systems

3.2. Map how business critical functions can be continued using a modified approach

3.3. Evaluate resourcing requirements

3.4. Consider any occupational health and safety (OHS) requirements in formation of plan

3.5. Determine need for a communication plan to be developed and implemented

3.6. Document plan

3.7. Communicate plan to stakeholders

4. Develop plan to update enterprise systems or information when systems become available

4.1. Evaluate the impact of modified operations on organisational information systems

4.2. Determine resources required to input manually collected data into systems and complete follow-up action

4.3. Work with stakeholders to consider any downstream impacts

4.4. Develop communication plan to ensure all stakeholders are informed on status

5. Evaluate effectiveness of business continuity plan

5.1. Evaluate effectiveness of business continuity activities

5.2. Seek stakeholder feedback

5.3. Determine areas for improvement

5.4. Modify business continuity plan documentation incorporating improvement areas

Required skills

analytical skills to analyse relevant workplace information and data, and to make observations of workplace tasks and interactions between people, their activities, equipment, environment and systems

communication and negotiation skills to effectively and calmly communicate with people at all levels during a time of crisis

information technology skills to be able to understand complex information technology issues within the work environment

leadership skills to gain trust and confidence of colleagues and stakeholders

presentation skills to develop and present reports or presentations that deal with complex ideas and concepts, and to articulate information and ideas clearly

project planning skills to effectively develop and execute potentially complex business continuity planning

research skills to undertake the necessary background research for the plan

risk assessment and management skills to consider and mitigate key risks in the development of the plan

stress management skills to work effectively and positively under the pressure of a major incident or situation within the workplace.

Required knowledge

emergency procedures for site and organisation

infrastructure (facilities, technology, resources and systems) employed in a business environment

key personnel within workplace management structure

OHS requirements within the workplace

organisational crisis management and disaster recovery plans

organisational, statutory, regulatory and legislative requirements

organisation's expectations in relation to continuity of key business activities in time of crisis or incident

principles of contingency planning

stress management techniques.

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

ability to develop, implement and review business continuity planning

knowledge of organisational, statutory, regulatory and legislative requirements.

Context of and specific resources for assessment

Assessment must ensure:

access to workplace information and data

access to information and databases for analysis activities

access to relevant legislation, standards and guidelines

access to training records and minutes of meetings where business continuity has been discussed or training has been implemented.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

review of and discussion about, business continuity principles

review of documented business continuity plan

oral and/or written questioning to assess knowledge of technology and systems employed

analysis of stakeholder feedback

review of training records and communication of plan

review of evaluation of actual situations where business continuity plan was employed.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

BSBOHS606B Develop and implement crisis management processes

ICAA5056A Prepare disaster recovery and contingency plans.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Impacts may include:

damage to facilities

loss of communications

loss of key staff

loss of systems

trauma to staff

Business functions may include:

despatch of field staff

input of data

provision of services

responding to customer contact

services and products the organisation normally provides

Disaster recovery procedures may include:

relocation to alternative site

restoration of facility

restoration of technology and data

Business imperatives may include:

core functions that have significant impact on customers and organisation

functions determined as priority by organisation

functions required by statutory, regulatory or legislative requirements

Practical options may include:

communication plan

manual recording and processing of transactions

recorded messages on Interactive Voice Response (IVR)

responding to generic questions from available information

taking messages and call back requests

transferring activity to alternative site

Back-up facilities may include:

alternative site

Uninterrupted Power Supply (UPS) - back-up power

Follow-up action may include:

call back or response to contact

data entry of transactions

enquiry investigation and resolution

Downstream impacts may include:

impact on competitive position

impacts on billing and cash flow

negative media attention

not achieving statutory, regulatory, legislative or organisational requirements

possible negative reaction by customers

Unit sector

Stakeholder Relations - Contact Centre Operations

This unit contains employability skills.