SAN JOSE, Calif. — As many credit unions prepare for a possible H1N1 flu pandemic that could leave them running with skeleton crews, there is a debate about what to tell members regarding their plans.
"Hardly a day goes by where there isn't a story on TV where another school closes, another university moves sick students into an old dorm," said Mike Luckin, SVP of Technology Credit Union. "California is widespread with the virus. I don't want to say it's a 'when,' but it certainly could be a 'when.'"
The $1.3-billion Tech CU quietly assembled a pandemic planning group earlier this year to go through risk-assessment scenarios. With the number of flu cases on the rise, that group has stepped up its efforts in the last two months. Luckin said the group even ran through a scenario where 40% of its staff were out sick and determined it could continue to operate.
"We think with skeleton crews we can make it happen, though it doesn't mean we wouldn't have to make changes on the fly," he said. "We identified people with good cross training skills and identified key groups of people in the call center and outfitted them with laptops to work from home depending on the situation."
Upside: A Review of Staff Talent
The risk assessment consisted of little more than legwork and a few spreadsheets, a minimal cost to Tech CU. The process has made it become more aware of the talent with which it is working and improved its readiness for other disasters, such as major fires or earthquakes.
No business wants to be hampered by a short staff, so employee education on how to avoid the virus is paramount.
"We have increased frequency of cleaning procedures, especially in high-use areas such as bathrooms, fountains, door handles, and hand rails," CUNA Mutual spokesman Rick Uhlmann told Credit Union Journal. "We also provide employees with self-service cleaning supplies, like hand sanitizer and alcohol wipes for employees to clean their work stations. We are also encouraging employees to get flu vaccinations."
CUNA Mutual created an internal pandemic response team in 2006 in reaction to the avian flu scare. That group now monitors the spread of H1N1 and seasonal flu in local communities and provides guidance if policy changes are necessary.
"We have to ensure our facilities remain open and capable of providing a high level of customer service," Uhlmann said. "Our primary focus is on maintaining critical business functions in the event of a shortage of employees due to illness Business units would look at such measures as cross-training employees, transfer[ring] work to other locations, suspend[ing] or postpon[ing] low-priority processes" as well as having employees work remotely and getting help from vendors.
While Tech CU and CUNA Mutual have publicized pandemic preparation solely to their employees, others are taking the message to the members. Chesterfield, Mo.-based First Community CU has provided employees with flu sot, while First Capital FCU in York, Penn. has issued gloves to employees who handle money. Signs have been posted at in-branch sanitizing stations detailing proper use of the sanitizers. First Capital FCU Marketing Director Tara Houser said a recent news report on how a H1N1 variant can live on currency for up to 10 days helped drive its decision.
"If people hear that kind of report and they are not prepared for it, it could cause them to be taken aback. We want to make sure that they knew we were taking steps and thinking about them," she said. "I'd rather them think we're over the top in protecting them than not be prepared if something does happen."
Standing By with Plans
Tech CU has a press release and marketing effort on standby if situation warrants employees donning masks and gloves in the queue line, but the credit union remains publicly silent, as Luckin is concerned about reporters banging on the doors if efforts to combat the virus are stressed too much.
Maine CU League Spokesperson Jon Paradise sees a fine line between ensuring members know their credit unions are trying to protect them and causing undue concern. The concern of a possible pandemic is real in Maine, as more than 200 CU employees attended a recent webinar on the subject, but Paradise said most of the state's "credit unions are prepared to answer questions if they are asked, but they aren't getting a lot of people asking right now. Most of the concern is on schools and colleges-we haven't had a big widespread outbreak, it hasn't come to a situation where it needs to be publicized."
