Microsoft Word - CODAC Business Continuity Plan 2024.docx

utilize their cell phones to contact the helpdesk after-hours number (520) 260-8614 and/or Rafael Arechaga (520) 591-2954. 6. CODAC personnel will contact stakeholders as needed (i.e., health plans, other funders, members, personnel, etc.). Communication with personnel and/or members via InformaCast is also available; Microsoft Teams Escalation chats can be used as needed; and other processes for emergency communication should be utilized as appropriate. Alerting Members of Telephone Failure o Notifying members with appointments that day/next day of telephone failure: NextGen EDI messaging can be sent to members with upcoming scheduled appointments.  The message can read: "CODAC is experiencing phone issues effecting inbound & outbound calls. We Apologize for any inconvenience. We will call to reschedule missed appts ASAP."  Note: EDI does not send messages to members with virtual/telehealth appointments. But, virtual/telehealth appointments should not be impacted by telephone failure anyway. o Mass communication can be sent to members who have given permission to send text or emails via Dial My Calls and Constant Contact email blast, respectively, if needed. A list of members and their contact information will need to be run from NextGen Crystal Reports. o A message can be sent to all members who are enrolled in CODAC’s Patient Portal. To send a message via the Patient Portal:  Select Patient Messaging > Build a Message > Message Type Other > Phone Lines Down o Create Facebook and Instagram posts on the CODAC and SACASA pages. o Create notification posts on CODAC.org  Notibar plugin at the top of all pages  Contact Us page in red o Create notification posts on SACASA.org  Homepage at Top  Contact Us page at top  Develop/print/post flier at Front Desk: The flier content can say "CODAC is experiencing phone issues. If you receive a busy signal when you call CODAC, it means that the phone lines are currently down. Please try back or email us at info@codac.org with any urgent needs. We sincerely apologize for this inconvenience while our phone carrier is working to resolve the issue.” A draft is available in Canva via the Communications team.

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