Business Continuity Planning for Illness Outbreak Or Epidemic

WorldatWork White Paper | OCTOBER 2017

Business Continuity Planning for Illness Outbreak or Epidemic

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Executive Editor Andrea Ozias I [email protected] I 480-304-6738

Design WorldatWork (worldatwork.org) is a nonprofit human Senior Graphic Designers I Jamie Hernandez I Kris Sotelo I resources association for professionals and organizations Hanna Norris focused on compensation, benefits, work-life effectiveness and total rewards — strategies to attract, motivate and retain an engaged and productive workforce. WorldatWork and its affiliates provide comprehensive education, certification, research, advocacy and community, enhancing careers of professionals and, ultimately, achieving better results for the organizations they serve. WorldatWork has more than 70,000 members and subscribers worldwide; 95 percent of Fortune 500 companies employ a WorldatWork member. Founded in 1955, WorldatWork is affiliated with more than 70 local human resources associations and has offices in Scottsdale, Ariz., and Washington, D.C.

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Table of Contents

4 | The Scope of an Outbreak or Epidemic

5 | Current Level of Preparation Among Organizations

6 | What Total Rewards and HR Professionals Can Do

9 | Luck Favors the Prepared

10 | References

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The Scope of an Outbreak or Epidemic

When an employee at any organization misses work due are warning signs before an illness turns into a to the flu or any other illness, the toll it has on the widespread outbreak and disaster. Good business business can be, literally, sickening. Tasks must be practices require that risks be managed to mitigate the shuffled to other workers, meetings rescheduled, effect of any kind of interruption, including widespread deadlines missed and profits lost. On the other hand, if employee illness. That is the essence of BC planning: the employee comes to work with symptoms of the flu Ensuring an organization has contingencies in place or any contagious illness, the effects can be just as bad, that allow it to stay up and running and quickly recover or worse. An average of 111 million workdays are lost from a disaster. in the United States each year due to the flu alone. Now While many BC plans cover corporate infrastructure add these flu days with every other illness that threatens to become an epidemic, like a rare H1N1 virus (e.g., computer networks, buildings), they fail to take into account the human factor that is especially affected or a preventable measles outbreak. The implications of in an illness disaster. A 2015 Staples survey ranked the worker absenteeism can be frightening to HR and total damage of an illness outbreak at an organization as rewards professionals and organizations that rely on equal to a natural disaster or a security breach, and healthy and productive employees. more damaging than a product or customer service issue. An emergency plan for a natural disaster is Employers should be prepared, and solid business important for any organization, but the implications and continuity (BC) planning can help organizations and duration of a crisis situation, with illness infecting an their leaders weather the flu season or any outbreak entire workforce, require a different type of BC plan. that infects many employees. A workforce that is infected with an illness outbreak or With the flu being such a predictable illness threat to pandemic has a trickle-down effect: It could limit the entire economies each year, why isn’t its workplace toll availability, supply or delivery of essential goods and declining with advances in medical research and public services, interrupt critical business supply chains and education? One reason is that employees don’t always potentially threaten the ability to sustain critical infra- act based on what they know. 79% of workers went to structures. Also, consumer demand for items related to work sick in 2015 even though nearly three-quarters of infection control likely will increase dramatically, while employers (74%) provided designated sick days, interest in other goods may decline. The potential effect according to a 2016 Staples survey. on society underscores the need for individuals, families, businesses, organizations, government agen- Educating employees on the effect of their illness on the cies and communities to be prepared. The BC plan organization is only one part of what employers need to needs to address absenteeism, interruptions to product do with their BC plan to defend themselves against an or service delivery to customers, and potential business illness disaster. In a world of global news, social media closures. and information-immediacy, thankfully there usually

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Current Level of Preparation Among Organizations

organizations, employees still get sick. And many still go Most employers allow for a designated number of sick to work even when they know they’re contagious. days each year that an employee may take, and co- workers take on extra responsibilities while the Of course, organizations with a telework policy are employee is out. Two-thirds of employers responding to more flexible in responding to employees who feel they the “2015 Employee Benefits” report published by need to work but don’t want to get others sick. A 2015 SHRM offered a wellness program in their total rewards Gallup poll found that 38% of employees telework at package that, undoubtedly, would promote awareness least twice per month, and the trend continues to grow. and education about flu and other contagious illness prevention. The bad news, though, is that only 60% of Having a policy for teleworking, sick leave and awareness about illness and epidemics are all things employees at large companies said they are aware that that will help an organization be prepared. a wellness program exists at their organization, according to RAND Corp. research. And of this 60%, only 40% actually participated in the program. The H1N1 swine flu of 2009 and 2010 triggered pandemic fears and many businesses to change practices to protect employees and customers, Why Do Sick Employees Still Show Up at Work? especially their operations in Mexico. Insurance company Grupo LM&S, located in an area of Mexico with the most detected cases of the disease, made use of their 33% fear losing their job if they take a sick day. BC plan quickly, encouraging most employees to work from home. For employees working in the office, face say their workload is too busy to take a 58% masks were provided and information consistently day off. communicated about signs and symptoms of H1N1, means of transmission and prevention. The BC plan 25% don’t feel confident someone else could focused on keeping people healthy led to the business handle their work. not having to stop operations. Among business decision makers, 39% think that going to work while sick shows they put in extra initiative, and 30% say their boss expects them to come to work.

Source: Monster.com and Staples surveys

Wellness initiatives often are responsible for a very important offering that reduces the risk of a workplace epidemic: flu shot clinics. A 2015 SHRM survey found that 61% of participants offered on-site flu shots to employees. The typical cost of a flu shot is $25 to $29, far less than the cost of one day’s absence and a doctor’s visit. The flu shot is not a guarantee that the employee will be safe from the flu that year, but it is a popular step that prepared employers are offering.

Wellness programs also often focus on healthy lifestyle choices, such as exercise, healthy eating and not

smoking — all of which, according to vast research, boosts the immune system to fight diseases like the flu. But even with wellness efforts and sick leave offered by

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What Total Rewards and HR Professionals Can Do

Total rewards and HR professionals can play a vital role • Avoid congregating in break rooms. in keeping the business operations going in the face of • If a face-to-face meeting is more practical, minimize an illness outbreak. While policies for telework, sick the meeting time, choose a large room and sit at leave, wellness participation and hiring a cleaning crew least 3 feet away from each other. may have been agreed upon when the organization was founded and perhaps reviewed annually, a crisis such as Employers also can monitor individual employee risk half of the employees being sick with the flu requires for complications. Individuals at high risk for severe and smart and flexible BC planning. fatal infection cannot be predicted with certainty, but likely include: Educate Employees Education may be an employers’ most powerful tool in • Pregnant women managing the risks associated with contagious viruses • People with compromised immune systems and diseases. Whether it be about the disease itself or • People with underlying chronic conditions changes in workplace protocols, it is important for • People over age 65. employers to communicate early and often. Ensure that employees have a basic understanding of what they Once these employee populations are identified (as should look for in a possible outbreak as well as possible), employers can provide additional protections. common-sense tips to stay healthy: Conduct a Benefits Review • Get any vaccine available for a disease that poses a Consider conducting a review of information about threat. insurance, leave policies, working from home (addressed • Cover your nose and mouth with a tissue when you later in this paper), issues related to possible income cough or sneeze. Throw the tissue in the trash loss, and when not to come to work. afterward. • Wash your hands often with soap and water, Also, look at the existing sick-leave policy and deter- especially after you cough or sneeze. Alcohol-based mine whether changes (temporary or permanent) need hand cleaners also are effective. to be made. The policy should not penalize sick • Try to avoid contact with sick people. employees, thus encouraging employees who have • Sick people should see their doctor and stay home symptoms that could be contagious to stay home so from work. they do not infect other employees. Recognize that • Avoid public transportation or avoid rush-hour employees with ill family members may need to stay crowding on public transportation. home to care for them. Other ideas include: • Try to do regular shopping at off-peak hours to reduce contact with other people. • Increasing the threshold of absent days, or allowing employees to pool sick, vacation and personal days Employ Risk Management Strategies • Covering employees who have exhausted their PTO under short-term disability or salary continuation Employers have relatively easy risk management benefits strategies at their disposal. Worksite-specific strategies • Instituting a “shared sick leave” program to allow employers may recommend include: some workers to share their paid time off with co- workers • Implement personal social distancing strategies • Requiring a medical check-up/doctor’s note for (e.g., where practical, maintain 3 feet of spatial those employees who have been infected and are separation between workers). returning to work • Avoid crowded places and heavily populated • Encouraging employees to get the appropriate gatherings. vaccinations, and determining whether the • Avoid face-to-face meetings; use conference calls, company will subsidize the costs video conferencing and the Internet to conduct • Providing options for emergency child-care business. assistance • Avoid workplace cafeterias and introduce • Providing income replacement options staggered lunch times.

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• Having employees update personal and emergency Also, encourage managers to communicate with their contact information in the company’s HRIS system teams to find out who is responsible for children and/or • Assuring employees of their continued job security. elderly family members who may need care if they become infected. Managers should ask team members Create a Culture That Encourages Employees to Stay to check in daily and report symptoms, if any, as well as provide status updates. (Note: Be aware of state and Home When Sick federal privacy laws.) Some employees think they are demonstrating initiative and dedication when they come to the office even when Be Aware of Risks feeling sick, a Monster.com survey showed. The workplace culture needs to communicate that this is not Identify possible exposure and health risks to the expectation, nor is it recommended. The focus needs employees. Are employees potentially in contact with to move from being present to being productive. Sick people with the illness (e.g., hospital or clinic leave and teleworking policies will, without a doubt, be employees, teachers)? Are employees expected to have part of this culture. Some employers have non- a lot of contact with the general public? Will the negotiable requirements for staying home, such as a company screen visitors who come to the workplace? temperature of 100 degrees or higher. During the Zika virus outbreak of 2016, many southern Florida restaurants and hotels closed off their outdoor Be Prepared for Absences patio areas, knowing that customers wouldn’t want to expose themselves to insect bites and employees would Workplace absenteeism is the primary issue underlying want protection from serving customers outside. many concerns related to planning for illness outbreaks.

If an individual employee misses a few days of work, that’s one problem. But there are other ramifications for employees — and employers — stemming from worker Revise Travel Policies absenteeism. For example, many families already have a Again, in the case of the Zika virus threat, many number of strategies in place to balance child-care and businesses cancelled trips to places like Florida, Puerto work responsibilities … but in severe pandemic Rico and South America. Look at the company’s existing situations, possible school and child-care facility travel policy and calendar, and consider whether closures will make matters more challenging. nonessential travel will be discouraged if certain Absenteeism to care for a child could last as long as 12 infections are common in the area employees will be. If weeks for a severe pandemic. The potential loss of travel is necessary, will the organization screen personal income or employment due to absenteeism employees who are returning from travel? If the related to prolonged cancellation of school and the need company is suspending business travel to a particular to care for children can lead to financial insecurity, fear area, communicate to employees who also might have and worry. And, if severe enough, absenteeism can personal travel plans, especially if health screenings will affect the workplace and contribute to some businesses be required upon their return. reducing or closing operations (either temporarily or permanently). Have a Prepared Workplace Prepare and plan for operations with a reduced Stockpile items such as soap, tissue, hand sanitizer, workforce. Plan to downsize services, and identify cleaning supplies and personal protective equipment. business-essential positions and people required to Provide easy access to these supplies. sustain business-necessary functions and operations. Prepare to cross-train or develop ways to function in Communicate to employees about social distancing and the absence of these positions. good hygiene practices: Individual team managers may want to meet with team • Maintain a separation of at least 6 feet with members to make lists of projects and work customers and co-workers. assignments so that if absences occur, work can be • Avoid shaking hands and wash hands after contact reassigned as needed. Managers may want to train with others. three or more employees to be able to sustain business- • Keep work surfaces, telephones, computer necessary functions and operations, and communicate equipment and other frequently touched surfaces expectations for available employees to perform these and office equipment clean. functions if needed. Consider planning for assistance • Discourage your employees from using other from temporary agencies or recalling retirees to fill in employees' phones, desks, offices or other work during periods of high absenteeism. tools and equipment.

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• Minimize meetings. Instead, use email, phone calls Yet, not every position and not every employee is a and text messages to communicate with each other. good candidate for telework. This is something orga- When meetings are necessary, keep a 3-foot nizations need to assess individually. When a telework separation and assure the room is properly arrangement is being considered for various employees, ventilated. managers need to examine several points:

In terms of a prepared workplace, also think about • Does the job lend itself to a telework environment? office design. Certain trends in office design and as seen • Does the employee who is requesting the arrange- in some highly-publicized companies could be setting ment demonstrate a strong work ethic and does the business up for an illness disaster. As more he/she continuously meet his/her work deadlines? organizations favor “communal” co-working spaces and • How will the arrangement affect day-to-day open-office environments with rows of workstations operations with co-workers, customers and the clustered together as opposed to closed office doors, manager? employers need to remember the health impact of this. These spaces are great for a feeling of community and Ideally, organizations will not be attempting to teamwork, but the flu season could spell trouble with implement a telework strategy as a reaction to a neighboring co-workers taken down like dominoes. pandemic, as there are many aspects that must be considered for telework to be successful, regardless of Telework whether it is a temporary fix. Aside from the technical and policy issues that need to be put in place, one of the Employers may also consider telework as an option for biggest hurdles an organization will encounter when employees who are caring for children or are ill implementing a telework program is cultural. If the themselves to continue working. Surveys in recent cultural aspect of telework is not addressed and years found that employers are more comfortable meaningfully handled, the best technology or best- allowing employees to telework in the threat of an written policy will be moot. A well-thought and well- illness outbreak: structured plan is worth every minute spent creating it.

• 41% of respondents to a 2009 Mercer survey Grief Support reported that they planned to allow employees to work at home. In the case of a more life-threatening illness outbreak or • 93% of the respondents in The Conference Board one with long-term implications, employers can offer survey said they would allow employees to work grief support. Employees likely will experience distress off-site. related to personal or family illness, life disruption, loss • 21% of respondents to a ComPsych poll said they of family or friends, and other similar challenges. would ask employees who have family members Provide opportunities for support, team-building, who have been ill, or could be ill, to stay home or counseling, and mental health assessment and referral if work from home. necessary. • 12.8% of the respondents to a ComPsych poll said they are considering making changes to sick leave Stay Organized or telecommuting policies. Consider establishing a pandemic planning committee As the concept of telework has grown, so has its role as and support this team with a budget. At a minimum, a business continuity tool. Because teleworkers are organize and identify a central team of people or focal dispersed, remote-work strategies reduce the chance of point to serve as a communication source so employees employees transmitting the disease at the office. For and customers have accurate information during the example, when severe acute respiratory syndrome outbreak. If not already done, establish (SARS), a highly infectious coronavirus, struck in Hong communication/notification procedures and protocols Kong, officials at JPMorgan split their workforce to (e.g., phone tree). reduce the risk of infection. One-third of employees worked from home; one-third went to a hot site; one- third remained in the office. Company officials indicated that this tactic was highly effective.

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Luck Favors the Prepared

In the event of an outbreak, businesses will play a key role in protecting employees’ health and safety as well as limiting the negative impact on operations. The U.S. Department of Health and Human Services and the Centers for Disease Control and Prevention have many checklists for businesses of any size to be prepared for the flu and any other foreseeable illness. Know what to be aware of, how to protect employees and how to communicate so they protect themselves.

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References

The Conference Board. 2009. Many companies preparing on global scale for a (H1N1) ‘swine flu’ pandemic. May 19, 2009. http://www.conference-board.org/utilities/pressDetail.cfm?press_ ID=3649

Federal Emergency Management Association (FEMA). Implementation. https://www.ready.gov/business/implementation

Mercer. Many employers still unprepared for managing HR issues related to H1N1, Mercer survey finds. June 10, 2009. http://www.mercer.com/summary.htm?siteLanguage= 100&idContent=1349530

OSHA. 2007. Guidance on Preparing Workplaces for an Influenza Pandemic. https://www.osha.gov/Publications/influenza_pandemic.html

WorldatWork. 2007. Telework: A Critical Component of Your Total Rewards Strategy. WorldatWork: Scottsdale, Ariz.

“Survey Says: Offices Have a Lot to Learn About the Flu.” Staples. 2015. http://www.staples.com/sbd/cre/tech-services/explore-tips-and- advice/tech-articles/survey-says-offices-have-a-lot-to-learn-about-the-flu.html

“U.S. Workforce Desperate to Keep Sick Coworkers Away During Cold and Flu Season.” Staples. 2016. http://news.staples.com/press- release/products-and-services/us-workforce-desperate-keep-sick-coworkers-away-during-cold-and-

“Should You Go to Work When You’re Sick?” Monster.com. http://www.monster.com/career-advice/article/should-you-go-to-work-sick-0916

Business Continuity Plan: Infectious Disease. Canadian Center for Occupational Health and Safety. http://www.ccohs.ca/pandemic/pdf/Business_continuity.pdf

“Why People Thrive in Coworking Spaces.” Harvard Business Review. September 2015. https://hbr.org/2015/05/why-people-thrive-in- coworking-spaces

“How Employers Can Fight the Cold and Flu Season in the Workplace.” Orlando Business Journal. http://www.bizjournals.com/orlando/blog/2016/01/how-employers-can-fight-the-cold-and-flu-season-in.html

Workplace Wellness Programs. Rand Corporation. 2015. http://www.rand.org/pubs/research_reports/RR724.html

“Swine Flu Threatens More Than Illness.” May 13, 2009. Propertycasualty360.com. http://www.propertycasualty360.com/2009/05/13/swine- flu-threatens-more-than-illness

“Study: Teleworkers More Productive…Even When Sick.” SHRM. Feb. 13, 2015. https://www.shrm.org/resourcesandtools/hr- topics/technology/pages/teleworkers-more-productive-even-when-sick.aspx

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