Business Continuity
Swarm is committed to the continued operation of the business in meeting the needs of our
apprentices, employers, staff and other stakeholders. Upholding this commitment requires planning.
This plan exists to satisfy those needs and to outline the steps to be taken to prepare for and respond
to an emergency affecting business operations.
The goals of Swarm in responding to an emergency situation include:
● The safety of all staff, apprentices and visitors to the site.
● The physical and emotional well-being of staff, apprentices and visitors.
● The timely stabilisation of an emergency situation.
● The protection of our facility, property, and the belongings of staff, apprentices and visitors.
● Ensuring that the apprenticeship programme is protected or effects mitigated in the event of
a disaster.
Maintaining the standards and commitments of learning for each apprentice is vital and all efforts
must be made to safeguard the learning journey against possible disruptive events.
The purpose of this policy is to outline contingency arrangements and protocols and will focus on what
Swarm has put in place to protect operational continuity for our three main stakeholders:
● Swarm Support Staff
● Tutors and Trainers
● Apprentices at work
As part of our overall IT structure Swarm has a Secure Cloud Policy that ensures all communication
software, data systems and business critical systems are as paperless as possible by being internet
(Cloud) based to enable business and operational systems to be accessed remotely by authorised
users from any authorised computer or device that has a secured internet connection. This means that
location and physical factors do not impede our ability to support apprentices and enables us to keep
continuity of communication and training.
Emergency Contacts in the event of a significant incident:
Jennifer Perry (CEO): 0800 0868199 or 07792423408
Sophie McArdle (Quality and Compliance Director):0800 0868199 or 07494 746326
If none of the above are contactable then please contact:
ESFA Service Desk: 0370 2670001
Backup and Restore of Business-Critical systems:
Below is a list of all business-critical systems and the safeguards put in place to protect them.
Central File, Server and Communication System:
1: G Suite for Education: Cloud Based Communication, storage and collaborative education tools (G
Suite security audits and certifications (ISO 27001, SOC 2 and SOC 3). Data held in multiple data centres
across the UK and Europe. The suite consists of:
● Google Mail
● Google Calendar
● Drive (Secure unlimited Storage)
● Google Vault (Secure data, security and Administration)
● Docs, Sheets and Slides
● Google Classroom Virtual Learning Environment
● Groups (Cohort/Class Forums)
● Google Meet (Video Training and Conferencing Facility)
2: Zoho CRM: Cloud Based CRM software, storage and tools ( ISO/IEC 27001, ISO/IEC 27701, ISO/IEC
27017, ISO/IEC 27018, ISO 9001,ISO/IEC 20000,,SOC 2 Type II compliant) Data held in multiple data
centres across the UK and Europe.
The suite consists of:
● CRM
● Invoicing
3:PICS
● Learner Management Software
● ILR data tool
● Learner Enrolment
4: OneFile: Instigate, maintain and continually improve an ISO 27001 compliant information
management system
Office Support Staff Workstations: All essential data on key locations on hard drives is backed up to
Swarms Google Drive using “Drive File System” and accessed via any web browser. This can be securely
accessed by authorised users from any authorised computer or device that has a secure internet
connection. Swarm's Google drive is securely held on multiple servers in data centres across the UK
and the EU. The data can then be synced to another local workstation.
Business Critical Paperwork: All essential documents are scanned, encrypted and backed up onto the
cloud-based Google Vault drive. The originals are stored in locked cabinets.
Apprentice Paperwork: All essential documents not stored in electronic format are scanned,
encrypted and backed up onto the cloud-based Zoho CRM and/or E Portfolio.
Client Management System: OneFile accessed via any web browser: This can be securely accessed by
authorised users from any authorised computer or device that has a secured internet connection. Data
securely held on multiple servers in data centres across the UK.
Funding Management System: PICS which is cloud based
Accounting and Payroll Software: Xero: Cloud Based Accounting Software accessed via any web
browser: This can be securely accessed by authorised users from any authorised computer or device
that has a secured internet connection. Xero is securely held on multiple servers in data centres across
the UK.
Phones: Vonage Support systems, using programmable messaging, voice, video and data
communications.
Maintaining communication channels:
Support Staff:
All administration and support staff have access to internet-based communication systems that can
be accessed remotely from the Office, home or other remote location without any disruption in
operational quality. The systems are:
● Email system: Google Education central email communication software (Cloud Based over
internet). Emails can be sent and received and can only be securely accessed by authorised
users from any authorised computer or device that has a secure internet connection.
● Shared filing resources: Google Shared Drive (Cloud Based over internet). All key information
such as policies, apprentice and employer data, training resources and legal documentation is
kept online via our secure google drive and vault software. This can be securely accessed by
authorised users from any authorised computer or device that has a secure internet
connection.
● E-Portfolio and funding Administration: OneFile (Cloud Based over internet). Access to
apprentice e-portfolio and funding management systems are securely accessed by authorised
users from any authorised computer or device that has a secured internet connection.
● Phone and voice communication:
In the event of the vontage software malfunctioning or a service disruption the Head of Admin
and Compliance can use the Swarm administration website to reroute the main office and
support numbers to any normal mobile number or landline.
Designated Emergency Contact:
Jennifer Perry (CEO): 0800 0868199 or 07792423408
Tutors and Trainers:
Each tutor works from a home office location and has remote access to all e-portfolio, Google Shared
Team drives and mobile communications software including video conferencing ability. This means all
communication with apprentices,learners and employers can be undertaken from the office, home or other
remote location without any disruption in operational quality. These systems are:
● Tutor Email system: Google Education central email communication software (Cloud Based
over internet). Emails to learners and other support staff can be securely accessed by
authorised users from any authorised computer or device that has a secure internet
connection.
● Shared Teaching resources: Google Shared Drive (Cloud Based over internet). All key
information such as policies, apprentice and employer data, training resources are accessed
online via any web browser via our Google drive and vault software. This can be securely
accessed by authorised users from any authorised computer or device that has a secure
internet connection.
● E-Portfolio: OneFile (Cloud Based over internet). Access to learner e-portfolio and learning
management systems are securely accessed by authorised users from any authorised
computer or device that has a secure internet connection. Direct Messaging facility via E-
portfolio between apprentice and tutor.
● Video Conferencing and Remote video tuition/training: Each tutor has access to a web
browser-based video conferencing and training software called Google Meet. This can be
securely accessed by authorised users from any authorised computer or device that has a
secure internet connection.
● Phone and voice communication: Each tutor must have access to a mobile phone and has a
backup of access to our Vontage system
Lost, destroyed or stolen mobile phone: Vonage VOIP software can be accessed from an internet
enabled laptop, tablet or workstation with Android, Windows 7 & 10 and IOS capability. Headphones
and suitable microphone are required.
In the event of the Vonage VOIP software malfunction or service disruption:
The Head of Admin and Compliance can use the Swarm phone administration website to reroute the
main office and support numbers to any normal mobile number or landline.
Designated Emergency Contact:
Sophie McArdle (Quality and Compliance Director): 0800 0868199 or 07494 746326
Apprentice/Learner: In the event of an apprentice having communication tool issues outside the control of
Swarm, then Swarm has several systems that can be used to maintain adequate communication. The
first instance is to work with the employer to find a solution. If there is no offered solution from the
employer, then use one of the alternate communication tools:
● All apprentices have access to message their tutor via OneFile
● If the apprentice has no email functionality: Option to create an apprentice Swarm email and
Google mail account that also has video conferencing capability (see IT and systems Policy)
● Use of Swarms Message service accessed via www.swarmapprentice.org.uk
● Letters sent to apprentices' contact addresses.
Designated Emergency Contact:
Sophie McArdle (Quality and Compliance Director):0800 0868199 or 07494 746326
Long term Illness/Absence:
Support Staff: Each individual communication system (Email & Swarm telephone Number) Google
Drive files and software systems access are either temporarily or permanently transferrable to another
user. All support roles and critical procedures have detailed work instructions and step by step guides
to enable others to carry out the duties.
Tutor/Trainers: Head of Operations regularly reviews tutor and trainer caseloads to ensure that each
has a maintained caseload of around 30 apprentices to allow for a reserve capacity up to 10+ per tutor.
In the event of a tutor going on long term sickness or leaving the business, apprentices can be
transferred across to other tutors that share the same occupational competence without
disadvantageous to the tutors existing apprentices or disputing agreed delivery models.
Apprentice: For apprentices on a break in learning or temporarily absent/ill for more than three weeks
then the designated Safeguarding and welfare officer is informed and in the first instance the
apprentices tutor will maintain regular contact with the apprentice and employer and offer any advice
and guidance support if needed. The individual learning plan is updated, and the apprentices E
portfolio and learning is kept secure and ready for commencement upon returning to work. If training
adjustments are needed, then please see reasonable adjustments policy
Designated Contact:
Sophie McArdle (Quality and Compliance Director): 0800 0868199 or 07494 746326
Travel Disruption and alternate modes of Transport
Support Staff:
Office based: support staff are required to make alternate arrangements to get to work in the event
of a transport issue. As a temporary measure a support staff member can work from home or another
safe location and use remote access to their systems and communication tools.
Home Based: All field-based support staff are required to have roadworthy cars that are regularly
maintained, hold valid MOT’s and have proven up to date business insurance.
In the event of a transport disruption such as a breakdown, adverse weather conditions or other forms
of disruption, then alternative transport should be arranged to visit apprentices, colleagues,
employers or clients.
Each Staff member works from a home office location and has remote access to all e-portfolio, Google
Shared Team drives and mobile communications software including video conferencing ability.
Designated Emergency Contact:
Jennifer Perry (CEO): 0800 0868199 or 07792423408
Tutors/Trainers: Being able to visit apprentices to complete training is vital, tutors and trainers are
required to have roadworthy cars that are regularly maintained, hold valid MOT’s and have proven up
to date business insurance.
In the event of a transport disruption such as a breakdown, adverse weather conditions or other forms
of disruption, then alternative transport should be arranged to visit apprentices. If the visit cannot
take place that day then the Head of Operations should be informed, and a visit must be rescheduled
no later than two weeks following. If no alternative transport will be available for over two weeks,
then the Head of Operations must be informed, and an alternate form of tuition contact must be
planned via Video conferencing or phone tuition. If remote contact is not appropriate or would have
an adverse effect on the learning plan, then the Head of Operations will send an alternate tutor to
support in the short term.
Each tutor works from a home office location and has remote access to all e-portfolio (APTEM & Quals
Direct), Google Shared Team drives and mobile communications software including video
conferencing ability.
Designated Contact:
Sophie McArdle (Quality and Compliance Director): 0800 0868199 or 07494 746326
Apprentice: If an apprentice or employer informs us of an apprentice’s transport issue that could
impede their ability to attend work or a training session then the support team/tutor will work
alongside the employer and offer any reasonable support where possible in the form of:
● Finding alternate Bus/train routes
● Support in arranging a taxi
● Providing alternative safe training/tuition visit location (If one 2 One) (See Safeguarding Policy
and remote working policy)
● Provide video conferencing as an alternative
Designated Contact:
Jennifer Perry (CEO): 0800 0868199 or 07792423408
Swarm Head Office Disruption: Fire, Flood or Natural disaster
Our cloud-based business system is pivotal in maintaining operations in the event of a disruptive event
affecting the swarm office. There should be minimal disruption to business operations and zero impact
on apprenticeship training. No server is kept at the head office site so total office destruction would
not cause any loss of data on any business-critical system. All business-critical systems are backed up
on multiple servers across the UK and Worldwide. All staff can work remotely at their homes or any
internet enabled location (Subject to our IT policy).
Emergency Contact in the event of the above:
Jennifer Perry (CEO): 0800 0868199 or 07792423408
Head of Admin and compliance Manager: Inform Office Based staff and ensure all have access to
business-critical systems at home or internet enabled location and mobile phones.
Support Staff: Remain at home and use Swarms Cloud Based Technology (Listed Below) and mobile
phone systems to carry on operations until a new office can be found.
Workshop/classroom Learning: Venue Changes (With 48 hours or more notice)
Classroom based group training is normally planned during the first two weeks of each month or
learning. The training is normally held in Business Centres, hotels or employers training rooms. A
backup venue is also selected and vetted just in case of first venue failure.
Venue choice depends on employer’s/apprentice needs including but not limited to location of the
individual apprentices attending the workshop, average age, transport availability, any access
requirements. For example: where the average age of the cohort is 16- 18, we would arrange
town/city centre locations close to public transport.
Designated Emergency Contact:
Jennifer Perry (CEO): 0800 0868199 or 07792423408
Support Team: The Support team always checks 48 hours in advance of the pre-booked workshop to
allow for unforeseen events and reschedule/arrange alternative venues or reschedule to an
alternative date if no alternative venue can be sourced for the same day.
Support team to liaise with tutor and inform employers and apprentices of the change of venue and
supply information needed. If the backup location is also unavailable, then the apprentices are stood
down and an alternative date is arranged before the end of the month and the apprentices and
employers informed via phone and backed up with an email.
Tutor: Change location on scheme of work and Register Form.
Workshop/classroom Learning: Training Venue inaccessible or unavailable on the day (less than 24
hours’ notice)
It is Swarm’s policy that all tutors arrive one hour early to a venue to set up and deal with any
unforeseen circumstances. If a tutor arrives to find venue has been made unavailable or inaccessible:
Support Team: Contact venue and see if an alternative room can be used. If this is not possible then
the pre-selected backup venue is contacted, and emergency availability is requested. The support
team will contact each delegate to inform them of the change in venue and ascertain the apprentice’s
ability to safely change destination.
If no alternate venue can be obtained then the support team will contact each apprentice to inform
them via phone, text and if needed direct message.
Tutor: In the first instance the tutor should contact the swarm support team who will aid in trying to
contact a venue contact to see if the site has a safe alternative venue for training. If an alternative site
has been found, then the tutor should stay at the old venue until all the delegates have arrived. The
tutor should make sure each apprentice is supported in safely getting to the alternate backup site.
In no alternative site has been found in time, and if it is safe to do so, the tutor should remain at the
original site until all apprentices have arrived or been successfully contacted by the support team.
Designated Emergency Contact:
Jennifer Perry (CEO): 0800 0868199 or 07792423408
Unforeseen Financial impact including Liquidation and Administration
Administration & Liquidation: In the event of company liquidation and administration the ESFA would
be consulted and Swarm’s CEO and directors would work with the ESFA to handover apprentices to
other providers. All apprentice data, progress and evidence would be accessible via our cloud-based
systems and easily transferred to another provider.
Disruption/delay in receiving levy or Non levy funding:
Swarm maintains a cash flow reserve to allow for operational delivery to continue for two months
without any other income. During this time issues would endeavour to be rectified and plans put in
place to recoup reserves.
Emergency Protocols
Fire and Evacuation
In the Event of a Fire:
Press the fire alarm glass found at all exits throughout the building and Call 999
If you see smoke or flames:
Use CARE:
● Contain the fire by closing all doors as you leave (Except emergency exit doors)
● Press the fire alarm glass found at all exits throughout the building
● Report the fire by dialling 999
● Evacuate or extinguish (In most cases, it is best to Evacuate)
Use a Fire Extinguisher only if:
● You have been trained
● You have your back to an unobstructed exit
● You have a fully charged and proper type unit for the fire you are fighting
● The fire is contained, and you have reported the fire by Fire Alarm or 999 activation
● Everyone else has left the area
● There is little smoke or flames
Never fight a fire if:
● You lack a safe way to escape should your efforts fail
● It has left its source of origin
● You are unsure of the type of extinguisher you need or have
● If you can’t control the fire within 30 seconds, abandon your efforts, close the door(s) and
evacuate immediately.
Medical Emergency
If someone is injured or becomes ill:
● Stay Calm
● Dial 999 and explain the type of emergency, the location, condition, and number of victims
● Let the dispatcher know of any safety hazards - chemical spill, fire, fumes, etc.
● Do not hang up unless told to do so by the dispatcher
● Do not move the victim unless there is danger of further injury if s/he is not moved
● Render first-aid or CPR only if you have been trained
● Do not leave the injured person except to summon help
● Comfort the victim until emergency medical services arrive
● Have someone stand outside the building to flag down the ambulance and/or Safety and
Security when they reach the vicinity
Bomb Threat
If you receive a bomb threat, remain calm and:
1. Call 999 immediately
2. Obtain as much information as possible:
3. Write down the number from where the call is coming
4. Write down the exact time of the call
5. Write down as accurately as possible the statements made
6. Listen to the voice to determine the sex, age, accents, lisps, tone, etc. (Note any distinguishing
feature)
7. Listen for background noises
8. Try to signal a for someone else to also listen on the telephone line, if possible
9. Do not hang up and stay on the line as long as possible; wait for the caller to hang up
10. Keep the bomb threat caller talking, and ask as many questions of the caller as you can:
● When will the bomb go off? How much time remains?
● Where is the bomb located?
● What does it look like?
● What kind of bomb is it?
● How do you know about this bomb?
● Why was it placed here?
● Who are you?
● What is your name?
Utility Failure and Natural Disaster
These may include electrical outages, plumbing failure/flooding, etc has procedures and
personnel to deal with utility failures and resumption of service. For your personal safety, in
the event of a utility failure:
● Remain calm
● If the site must be evacuated follow the instructions for site evacuation
● Unplug all electrical equipment (including computers) and turn off light switches if safe to do
so
● Use a flashlight: Do not light candles or use other kinds of flames for lighting
Floods
Minor or area flooding on site could occur as a result of a water main break, or major multiple
rainstorms. For imminent or actual flooding, and only if you can safely do so:
● Secure vital equipment, records, and other important papers
● Move to higher, safer ground
● Shut off all electrical equipment
● Do not attempt to drive or walk through flooded areas
● Wait for further instructions on immediate action from Safety and Security
● If the site must be evacuated follow the instructions for site evacuation
● Do not return to your workstation if you have been evacuated by flooding until you have been
instructed to do so by your manager
● If you are assisting with flood clean-up, report immediately to Environmental manager any oil,
chemicals, suspected of mixing with flood waters
Suspicious Package or Object
If you have any reason to believe that a letter or parcel is suspicious, DO NOT take a chance or worry
about embarrassment.
● DO NOT touch the package or object.
● DO NOT tamper with the package or object.
● DO NOT attempt to move the package or object.
● DO NOT open the package or object.
● DO NOT put the package or objects in water or an enclosed space, such as a drawer or box.
● Isolate the package or object and evacuate the immediate area.
Characteristics of Suspicious Packages
● Special deliveries, foreign mail, or air mail.
● Restrictive markings such as “Confidential” or “Personal.”
● Excessive postage.
● Handwritten or poorly typed addresses.
● Incorrect titles.
● Misspelled words.
● Stains or discoloration on the package.
● Excessive weight.
● Rigid, lopsided, or uneven envelopes.
● Protruding wires or aluminium foil.
● Excessive tape or string.
● Visual distractions such as illustrations.
● No return addresses.
Jennifer Perry - CEO
July 2024