Though most businesses have a level of preparedness training in place, it's safe to say no one event has challenged the effectiveness of preparedness plans across the globe like the onset of COVID-19.

During this pandemic, the necessity of working remotely has been become a reality for many workers and the organizations that employ them. These realities underscore the value of being prepared and embracing different approaches to internal processes and protocol that could pay dividends in times of crisis.

This has been the case at West Bend Mutual Insurance, where accommodating flexible work schedules helped pave the way for a smooth transition amid workplace changes forced by COVID-19. The following are some approaches to consider for current times and any future crises that could impact the industry or individual workers in the future.

Practicing processes

Working remotely can be considered a perk for some or a necessity in other cases. Regardless of the underlying intention, there is a value to being prepared by having all, or a good portion, of an organization's workforce comfortable with working remotely. Even before COVID-19, West Bend had workers assigned to urgent processes working remotely at least once a quarter to maintain familiarity with working from home and any challenges presented.

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Transitioning to a remote workplace during a non-emergency situation helps identify challenges both individuals and the entire organization may face, making it easier to develop solutions and work through challenges in non-crisis times so remote operations are running smoothly when it really matters.

Technological considerations

In times like these, organizations tend to appreciate IT professionals more than ever. Technological literacy can vary greatly across a team, and during the transition to virtual meetings and online programs, some people may need help navigating new processes. Anticipating hurdles, organizations may want to consider regularly publishing a technology FAQ page to help team members answer their own questions and help ease the demand for real-time IT support when the majority of a workforce is working remotely.

Additionally, utilizing softphone technology makes it possible to conduct telephone calls through the internet, using the computer rather than a physical phone. This allows for greater flexibility and more efficient use of a home workspace and minimizes technological difficulties trying to set up office phones at home.

Basic literacy in common communication platforms, like Skype and Zoom, is helpful for internal communication among coworkers, as well as for certain customer needs. This could include providing workers, and, as appropriate, customers, brief tutorial guidelines on how to use different communications platforms.

Technology is not infallible. Lack of reliable internet connectivity or inadequate bandwidth is a common challenge that can affect employees working remotely. It's important to be prepared to troubleshoot and activate an alternate plan for individuals struggling with a reliable connection.

Some tasks, such as those involving physical assets, cannot be done from home. By identifying these processes quickly, organizations can seamlessly develop a way to carry out those necessary duties while maintaining safe and health-conscious practices.

While planning for a global pandemic may have seemed to be a far-fetched scenario prior to 2020, the current reality proves that organizations should be prepared for low-probability situations. Anticipating challenges and changes that could affect your organization is crucial to succeeding in the face of any adversity. Investing in efforts to support remote-work capabilities and implementing long-term preparedness training will help any organization with its ability to anticipate and stay ahead of challenges that can disrupt normal business operations.

Jeff Puetz is Director of Enterprise Risk Management at West Bend Mutual Insurance.

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Be prepared: Lessons learned during COVID-19 pandemic

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