As your partner, we are committed to keeping you apprised of changes to our business and the servicing industry as well as extraordinary circumstances impacting the environment where we live and work. To that end, we are providing you with the immediate actions we’ve taken in response to COVID-19. First, you should know that our Business Continuity/Disaster Recovery (BC/DR) Plan includes a Master Pandemic Plan. These documents are updated annually and available for your review on CenAccess. Our primary objective, as always, is to protect the continuity of our business in order to deliver the very best service possible to you and your borrowers throughout any potential disruption, including a pandemic.
Cenlar’s Master Pandemic Plan is a comprehensive document that address the precautions and actions to be taken in the event of a virus outbreak. This overall plan, and the individual department plans that support it, identify key resources and map these to the Business Continuity Plan to assure a timely response for mission-critical operations. Key plan components include provisions to minimize employee action and exposure to the virus, work-from-home processes and many other measures to assure maximum staffing levels and mitigate the impact of a pandemic event.
In accordance with our plan, we are diligently monitoring the situation using information from the Centers for Disease Control (CDC), the Environmental Protection Agency (EPA), Johns Hopkins University, the World Health Organization and local and state authorities in order to best protect our multiple locations across the U.S. Our plan includes scenario planning to account for the impact of employee absences, interruption of mail delivery, third-party vendor support and other possible influences. Based on the information we have today, along with guidance from our plan, Cenlar has taken a number of protective measures. These include:
- Activation of our Pandemic Task Force – with leadership representation from our executive committee, security, IT, human resources, communications, operations and facilities teams. This team is meeting regularly to assess the situation and take action, if and when it is needed.
- Encouraging frequent handwashing and other protective habits like sneezing and coughing into the elbow to help assure the well-being of all in our workplace.
- Advising employees with a fever to stay home until their fever returns to normal.
- Making hand sanitizer and disinfecting wipes readily available throughout our buildings.
- Changing our cleaning solutions to an EPA-approved product that kills coronavirus. Thorough cleaning of restrooms, conference areas and other common spaces occurs nightly.
- Requiring our teams to use conferencing services in lieu of in-person internal meetings.
- Requesting clients and vendors similarly work with us to use go-to-meeting and phone conferencing.
- Restricting business travel among our offices, to clients and other work destinations.
- Updating departmental BC/DR plans to account for current business circumstances.
- Conducting equipment and process testing to account for prolonged work-from-home scenarios.
- Review of the BC/DR plans of critical vendors to assess their preparedness for a potential pandemic and any additional actions that they may take now and in the future to assure business continuity.