4/10/2018 1 Quorum Center In the beginning, there was one credit union for all of North 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 1983. 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. JG1 JG2 Quorum Center The First 48 Hours
Transcript
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Quorum Center
In the beginning, there was one credit union for all of North 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, NorthCarolina. 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 1983. 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.
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Quorum Center The First 48 Hours
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5 Alarm Fire in Downtown Raleigh March 16th 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)
Quorum Center
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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
10:35 PM EST Calls to Executive Management were underway and Maurice was going to make his way towards QC to see what was going on
10:33 PM EST Email sent to all staff notifying them on the event and asking that no one go to QC until further notice
Thursday March 16th
Quorum Center
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. Email update to Executive Management goes out
10:52 PM EST notification via email to SECU indicating we were experiencing impact from the downtown fire and that their ATM and other systems could be impacted
Quorum Center
Thursday March 16th
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
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6th Floor Elevator Lobby
Quorum Center
3rd Floor Corridor
Quorum Center
6th Floor Lobby
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Quorum Center Entrance
Quorum Center
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.
11:15 PM EST Based on impacts from water, IT team begins to power down all services remotely
11 PM EST Another all staff email declaring full emergency situation at QC and to follow proper BCP protocols
Timeline
Quorum Center
11:56 PM EST Email 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
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7:00 AM EST Communication goes out to 3rd party partner requesting assistance onsite in assessing the damages. On-site allowed once Fire Marshall allows
Maurice and Dwayne able to gain unauthorized access to QC and first thoughts are a complete gut job to repair
8:30 AM EST Business Continuity Team meets to discuss events of the past 10 hours. Staff begins to carve out areas of responsibilities
Friday March 17th
Quorum Center
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 Quorum Center 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
Wake Forest Road Ready to Serve
9:00 AM EST Communication goes out to Board, QC tenants and other partners
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
9:30 AM EST Communication sent to NCUA Region III
Friday March 17th
Quorum Center
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11:20 AM EST Members of the disaster recovery team arrive at QC.
Team MembersEric JohnsonJennifer GunterKeith Williams Gerald LunsfordCharles BarnesTravis LeachDarrell SandifordClayton AtkinsKen 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 5th floor server room was also cleared of all critical systems
Room by Room Sweep
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
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
3:30 PM EST Business Continuity team meets internally and discusses what the DRT was able to accomplish while onsite
Friday March 17th
Quorum Center
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.
Saturday March 18th
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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
Saturday March 18th
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Quorum Center The Next Week
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 informationTechnical 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.
Sunday March 19th
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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
Monday March 20th
8:00 AM EST Terry Phelps and Jennifer Gunter arrive onsite at Quorum. Scheduled to walkthrough insurance inspectors and adjustors
LGFCU 6th Floor
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LGFCU 6th Floor
Quorum Center
Quorum Center
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8:30 AM EST BCP team onsite at Wake Forest Road and conducts update meeting
Nationwide adjusters and inspectors were onsite for their initial walk through of the commercial and residential spaces
Fire inspectors for CUNA Mutual were on site to walk through and document LGFCU's loss.
Tuesday March 21st
Quorum Center
LGFCU is notified ATF has included the Quorum Center 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.
BCP team meets to get daily update and discuss personal effects pickup to take place Wednesday 22nd
Meeting with QC SVP team and provide info for their staff on personal effects. Schedules created
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
Tuesday March 21st
Quorum Center
QC based staff arrived to retrieve personal belongings
MIS continue to retrieve the remaining technology items
All staff has removed personal property
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
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
Wednesday March 22nd
Quorum Center
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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
Thursday March 23th – Tuesday 29th
Quorum Center
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The Rebuilding ProcessBumps in the roadStatus
Business Continuity/Disaster Recovery/Facilities relationship
Where are we now
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
Lessons Learned
Understand insurance policy definitions
Implement process to ensure adequate coverage of fixed assets
