Confirm the operational gap
Identify which critical service, skill, approval or access has been lost. Check staff welfare and absence reporting routes, then decide what work must pause immediately.
BUSINESS PLAYBOOK 05 // PEOPLE UNAVAILABLE
KEY PEOPLE ARE UNAVAILABLE.
KEEP THE SERVICE MOVING.
Protect the critical service from single-person dependency. Use named deputies, clear decision authority and a reduced workload rather than relying on one person being reachable.
ACTION ORDER // REDUCE CONFUSION
CONTROL THE FIRST HOUR.
Use the documented minimum operation rather than improvising under pressure. Record decisions, ownership and the next review point as the incident develops.
Activate the deputy and handover
Move agreed decisions, contacts and essential access to the deputy. Reduce the service to the minimum operation and tell staff what has changed.
Rebalance and document
Reassign work, delay non-essential commitments and record temporary authority. Keep customers informed and review whether the reduced team can operate safely.
DECISION POINTS // WRITE THEM DOWN
DON'T WAIT FOR THE CRISIS.
Pre-agreed thresholds reduce hesitation and stop a degraded situation from drifting without ownership.
AUTHORITYWho can decide without the usual owner or manager?
Write down temporary decision limits, spending authority and escalation routes.
SKILLSWhich task has only one competent person?
Cross-train or define an external support route before that skill becomes unavailable.
ACCESSCan the deputy reach the records and systems they need?
Use role-based authorised access; do not solve continuity by sharing personal passwords.
CAPACITYWhat work must stop with fewer people?
Protect the critical service first and deliberately postpone lower-priority work.
RETURNHow will normal responsibility resume?
Plan a controlled handback so decisions, outstanding work and temporary access are reconciled.
OFFICIAL ROUTES
CHECK THE SOURCE.
Use current provider, regulator and official guidance during a real incident. GPN is the planning layer, not the authority controlling the incident.
OFFICIAL SOURCEGOV.UK // BUSINESS CONTINUITYPlanning, critical services, roles, exercising and keeping plans current.OFFICIAL SOURCEACAS // MANAGING ABSENCECurrent employer guidance on absence, contact, return to work and disruption getting to work.OFFICIAL SOURCEHSE // EMERGENCY PROCEDURESWorkplace emergency responsibilities, training and safe action.