Quorum Center. Quorum Center The First 48 Hours 4/10/2018

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1 JG1 In the beginning, there was one credit union for all of North JG2 Carolina s government employees, both state and local. But a few banks insisted that this credit union was serving more than its designated field of membership, despite (and probably because of) our huge happy membership base. So State Employees Credit Union (SECU) continued to serve the needs of state level employees while Local Government Federal Credit Union (LGFCU) was born to focus on the local government employees and volunteers we serve today. Local Government Federal Credit Union (LGFCU) is a $1.9 Billion organization based in Raleigh, North Carolina. We have 175 employees and serve more than 315,000 members. LGFCU is the only credit union that exclusively serves NC local government employees, officials, local volunteers and their families. LGFCU has a unique partnership with State Employees Credit Union (SECU), North Carolina whereby all of our member related operations (consumer) are outsourced to SECU, and have been so since LGFCU members are able to receive service via any of SECU s 250+ branches while also having access to a network of 1,000 no-fee ATMs. LGFCU also leverages the services of SECU s 24/7 contact center. The First 48 Hours 1

2 5 Alarm Fire in Downtown Raleigh March 16 th 2017 Around 10:08 EST receive a text message that building next to Quorum is on fire Emergency Preparedness Realizing the fire was serious and could be impacting Quorum, immediately began declaring Emergency Preparedness as a part of our Business Continuity Plan (BCP) 2

3 Thursday March 16 th 10:10 PM EST Contacted Gene Norris and notify me that York was onsite and QC was beginning to experience impacts from high heat, flames and smoke 10:33 PM EST sent to all staff notifying them on the event and asking that no one go to QC until further notice 10:35 PM EST Calls to Executive Management were underway and Maurice was going to make his way towards QC to see what was going on Thursday March 16 th 10:35 PM EST Gene Norris, Jennifer Gunter and Terry Phelps remain in contact. HOA Management reports Fire Marshall has evacuated the Quorum Center residents. update to Executive Management goes out 10:52 PM EST notification via to SECU indicating we were experiencing impact from the downtown fire and that their ATM and other systems could be impacted Shortly after 11:15 PM EST was in communication with Eric Johnson and Keith Williams to put on notice for Disaster Recovery Team (DRT) mobilization. Keith has gained remote access to site and captured live video screenshots inside QC prior to power loss 3

4 6 th Floor Elevator Lobby 3 rd Floor Corridor 6 th Floor Lobby 4

5 Entrance Timeline 11 PM EST Communication with Executive Management and informed them we have major water damage throughout some areas and likely some sprinkler heads were activated. 11 PM EST Another all staff declaring full emergency situation at QC and to follow proper BCP protocols 11:15 PM EST Based on impacts from water, IT team begins to power down all services remotely 11:56 PM EST Executive Management and members of BCP giving update on what is know and presumed, as well indicate the BCP team needs to meet first thing Friday to begin to work through the plan 5

6 Friday March 17 th 7:00 AM EST Communication goes out to 3 rd party partner requesting assistance onsite in assessing the damages. On-site allowed once Fire Marshall allows 8:30 AM EST Business Continuity Team meets to discuss events of the past 10 hours. Staff begins to carve out areas of responsibilities Maurice and Dwayne able to gain unauthorized access to QC and first thoughts are a complete gut job to repair Wake Forest Road Ready to Serve 8:30 AM EST Staff members from Quorum begin to arrive at Wake Forest Road uncertain of what to expect. All Hands on Deck Calls goes out to all MIS and WFR employees to assist in getting staff settled and acclimated to their new work areas. Accounting, Finance, Lending and Administration all pitched in and began to determine locations for their areas Wake Forest Road was positioned to handle this event with little effort other than department and staff preferences HUGE CU TEAM effort in getting everyone taken care of Friday March 17 th 9:00 AM EST Communication goes out to Board, QC tenants and other partners 9:30 AM EST Communication sent to NCUA Region III 11:00 AM EST Josh Cloninger is onsite and gives LGFCU a green light to send the Disaster Recovery Team (DRT) for quick assessment. DRT deploys within minutes to site and begins to gather any critical infrastructure that can be taken 6

7 Room by Room Sweep 11:20 AM EST Members of the disaster recovery team arrive at QC. Team Members Eric Johnson Jennifer Gunter Keith Williams Gerald Lunsford Charles Barnes Travis Leach Darrell Sandiford Clayton Atkins Ken Loyd Team quickly went to work and conducted room by room sweep grabbing any critical technology assets and begins loading in vehicles to take back over to Wake Forest Road. The 5 th floor server room was also cleared of all critical systems Friday March 17 th 1:30 PM EST Raleigh Police Department (RPD) clears Quorum 2:30 PM EST LGFCU s BCP Steering Committee meet with members of Nationwide Insurance, CUNA MUTUAL, Modern South Construction, & members of Master Association 3:30 PM EST Business Continuity team meets internally and discusses what the DRT was able to accomplish while onsite 8:00 PM EST Josh Cloninger is onsite and continues to provide primary contact services for LGFCU and the Master Association. RPD has control of the perimeter and sites Saturday March 18 th Building Management informs residents they will be given opportunity to gather personal effects under escort of Raleigh Police Nationwide reports they will cover primary security for QC perimeter and will use York Security. Kevin Craighead of York Properties is contacted and becomes York Site Commander to liaison with Raleigh PD. Tenants and residents to provide authorized access list for their areas Authorization list are submitted to the Fire Marshall. 7

8 JG7 Saturday March 18 th Josh Cloninger will meet with COR EOC, RFD, RPD, and Inspections Sunday morning. Still a very fluid scene with many moving parts and organizations operating within a small areas. Josh also begins to plan out power related issues once the main power grid begins to be restored. Duke Energy has control of utilities The Next Week Sunday March 19 th Josh Cloninger is onsite and ATF has taken over the entire scene and is listed as an active crime scene. No activity to take place without permission of ATF Josh Cloninger met with city officials. The City wants very clear documentation to who the point person will be for Quorum. Josh is still working to complete (boarding windows, electrical, fence, logistics). Suggests another meeting to determine protocol for the sending and receiving of information Technical staff arrive at Wake Forest Road and begin to build critical applications from QC not moved to RTP with VM snapshots. These services are critical to Accounting and Finance and need to be up and running when all staff arrives Monday morning. 8

9 Monday March 20 th 8:00 AM EST First day with full WFR and QC staff arriving at 3600 WFR. 8:30 AM EST BCP team onsite at Wake Forest Road for update meeting MIS Enterprise Infrastructure continues to switch over services from QC to either WFR or RTP 9:00 AM EST Master Association meets at Wake Forest Road 2:30 AM EST BCP team onsite at Wake Forest Road for update meeting 8:00 AM EST Terry Phelps and Jennifer Gunter arrive onsite at Quorum. Scheduled to walkthrough insurance inspectors and adjustors LGFCU 6 th Floor 9

10 LGFCU 6 th Floor 10

11 Tuesday March 21 st 8:30 AM EST BCP team onsite at Wake Forest Road and conducts update meeting Fire inspectors for CUNA Mutual were on site to walk through and document LGFCU's loss. Nationwide adjusters and inspectors were onsite for their initial walk through of the commercial and residential spaces Tuesday March 21 st LGFCU is notified ATF has included the in the crime scene. In addition, ATF has requested interviews with all staff in the building at the time of the fire and camera footage if available. CUNA Mutual meet with LGFCU staff to discuss coverages/next steps. Monday, various vendors lined up to assist w/ electronic restoration, packing out, building consultants & salvage. ServPro selected for Quorum Recovery and Restorations BCP team meets to get daily update and discuss personal effects pickup to take place Wednesday 22 nd Meeting with QC SVP team and provide info for their staff on personal effects. Schedules created Wednesday March 22 nd QC based staff arrived to retrieve personal belongings MIS continue to retrieve the remaining technology items All staff has removed personal property ServPro onsite and beginning to mobilize staff from various areas Perimeter still under control of RPD but will change by end of week. Very active scene with pack out and other salvage being removed 3:30 PM EST BCP team meets to get daily update 5:30 PM EST LGFCU pulls offsite and returns to WFR to unload technical equipment 11

12 Thursday March 23 th Tuesday 29 th Josh Cloninger is onsite leading building related issues along with ServPro. Raleigh PD and ATF begin scaling back their perimeter York Security continues to provide access control for QC ServPro is beginning to have water extracted, carpet and ceiling tiles removed Hydroxyl machines installed throughout all the floors to further assist with smoke odor Pre-treating with the botanical disinfectant in progress 12

13 Where are we now The Rebuilding Process Bumps in the road Status Business Continuity/Disaster Recovery/Facilities relationship Lessons Learned Better communication channels Understanding of building systems Emergency contact for Vendors Insurance policy definitions Contracts/Leases exit clauses More frequent touch points with insurance provider Onsite security Best Practices Understand insurance policy definitions Implement process to ensure adequate coverage of fixed assets Strong communication between staff and vendors Robust vendor management program 13

14 Questions 14