Overview

Effective management of emergency situations is critical. Capital City Bank (CCB) provides a vital service to its communities and closing any office, even temporarily, could pose a hardship. The bank's clients depend on its associates to provide consistent banking services whenever possible. CCB's goal is to continue to provide services and remain open while keeping both their associates and clients safe.

The Disaster Recovery Team monitors the weather and emergency situations closely. Market Presidents and Regional Experience Managers (RXMs) play a pivotal role in proving on-site information.

In some situation it is clear that an office will need to close. Other cases require additional information and a decision by a Senior Manager. 

NOTE: These procedures supplement established Disaster Recovery and Incident Response plans. Please refer to those documents as needed.

Decision Process

President and/or RXM must ensure the Emergency Contact List from the Disaster Recovery (DR) plan is reviewed and updated as needed. Remind associates to update contact information in Alert Media as required. Associates can call the Emergency Hotline 1.800.838.1787 for updates on office closure decisions.

When a situation occurs that requires an office closure decision, do the following:

1. The President and/or RXM must notify the Senior Vice President (SVP) of Corporate Security and Risk, 850.508.2195, of impending severe weather.
2. The SVP of Corporate Security and Risk notifies the appropriate Senior Manager(s).
3. If weather threatens only one market, the following steps are taken:
   1. A conference call is held with the core Crisis Management Team (CMT), Senior Manager(s), President and/or RXM to begin the decision process.
   2.  If office closure is decided, communicate to associates and clients.
   3.  Schedule additional update calls as required, based upon the current situation.
4. If weather threatens several markets, the following steps are taken:
   1. A conference call schedule is implemented with specific call in times. 
   2. The core CMT, Senior Manager(s), affected Presidents and/or RXMs, Marketing and Human Resources (HR) are invited to join the calls.
   3.  Associates should be prepared to discuss information detailed in the Emergency Call Checklist - Resident/ RXM tab.
   4.  

      Additional Conference Call Attendees

      In addition to the associates noted above, CMT members attend the call to make decisions on closing offices and other issues. This team will coordinate the behind the scenes activities and be available for specific questions related to issues to address when closing the office.

      Depending upon the issue and number of offices impacted, a separate operations group only conference call may be needed.

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   5. Weather is monitored with regular communication back and forth between the President and/or RXM, SVP, Corporate Security and Risk and the Senior Manager(s).
5. When the decision is made to close the office, the President and/or RXM do the following:
   1. Communicate the office closure decision to associates in the office.
   2. Instruct associates to monitor Alert Media for updates and additional information.
6. When the decision is made to close the office, Marketing does the following:
   1. Send appropriate communication to associates and clients
      • Marketing's communications include the expected time for additional updates as known.
   2. Update the ccbg.com website.
   3. Post any necessary information on social media sites.
   4. Update the CCB Emergency Hotline. 

Client Communications

Part of providing excellent client service involves good communication. Clients need to be made aware that the bank is closed and should have alternatives to help them transact their banking business recommended to them. The Marketing department updates the website and uses social media as appropriate to keep clients informed.

Click on the accordions below for details on types of client communications.

• Telephone Communications

  Associates with voicemail must change their greeting and, if possible, check their voicemail during the time the office is closed.

  To access voicemail from an outside phone system, do the following:
  
  

  1. Call your DID (desk phone number).
  2. Press the * key when the greeting begins.
  3. Enter your 6 digit extension as the ID.
  4. Enter your voicemail PIN.
  5. Update your voicemail greeting using the following script:
     • "Hello, this is your banker {your name} with Capital City {Bank, Investments, Trust Company}. Thank you for calling. Due to inclement weather (or other special situation), we will be closed {insert day of week, date}. We expect to re-open {insert day of week, date}, and I will be happy to assist you at that time. If you need immediate assistance, please contact our Client Service Center toll-free at 888.671.0400, Monday - Friday, 8 a.m. to 6 p.m."

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• Scheduled Meetings

  Associates with scheduled client or associate meetings for the date the office is closed shall contact meeting attendees to notify them of the situation.

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• Posted Office Notice

  If safe to do so, post the Office Closed sign on the exterior facing doors of office.

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Associate Communications

Associate safety is of utmost importance during inclement weather and is one of the primary factors in deciding to close an office. If an office remains open, but it is not safe for an associate to travel to the office, that associate must contact their direct supervisor to inform him/her of the situation.

Once a decision is made to re-open an office, associates are to report 30 minutes prior to the time the office is scheduled to re-open. The Emergency Hotline message is updated with this information.

If a disruptive event occurs after banking hours or on the weekend and all communication tools are unavailable, associates shall report to their assigned office 30 minutes prior to the time the office is scheduled to open if it is safe to travel.

Associates must keep their Emergency Communication for Associates wallet card current and with them at all times.

Presidents and/or RXMs may consider developing a local text message group for all associates with text capability on personal cell phones. 

Locking Office Doors 

When an office is closing earlier than its normal scheduled time, associates must take additional steps to ensure the office is locked. It is imperative that associates understand the types of locks and the actions required to secure these doors.

Click the accordions below for details about the types of locks and door security.

Emergency Call Checklist 

Effective management of emergency situations is critical. Presidents, RXMs and Internal Control Specialists (ICS) play a pivotal role in the emergency management process. A conference call process is in place when preparing for or responding to an event. Presidents, RXMs and ICSs in potentially affected areas are notified of the time for the conference call.

The conference ID and dial in number are required to join the conference call.

Conference call phone #: 888.204.5987

Participant passcode: 2000678

• Current weather 
• Emergency situation 
• Potential staffing concerns
• Client traffic 
• Travel conditions 
• Competition response to event

To obtain the information required for the conference call, do the following:

1. Contact your local county emergency management operations center for information on school, business, government closings, and road hazards. 
   • Florida Emergency Management
   • Georgia Emergency Management
   • Alabama Emergency Management
2. Check radar for current conditions and projected conditions. 
   • NOAA's National Weather Service
   • Crown Weather Services
   • The Weather Channel
3. Obtain information being reported by local news media, emergency personnel or law enforcement about.
4. Talk with office associates to determine if the emergency situation could pose staffing issues. Consider the following:
   • Child care if schools are closed
   • Possible evacuation of associate homes due to flood risk 
   • Road conditions  
5. Encourage associates to take the necessary steps in advance to be prepared for the emergency situation.
6. Determine if there any concerns related to clients and client traffic.
7. Contact the competition in your area to see how they are responding to the situation.

Emergency and weather conditions can rapidly change. It is YOUR responsibility to notify the SVP, Corporate Security and Risk (850.508.2195) immediately if conditions change post conference call. The SVP, Corporate Security and Risk updates Division Executives with information and coordinates responses needed to address the situation.

CCB provides a vital service to our communities and closing any office, even temporarily, could pose a hardship. The bank's goal is to continue to provide services and keep offices open while keeping their associates and clients safe.

Processing Work and Additional Considerations

All current day work must be scanned, processed and End of Day (EOD) summary generated prior to leaving the bank. In the event the office is unable to scan all work due to office closure, the work shall be scanned first thing on the morning the office is able to re-open for business. All prior day work should be scanned and transmitted in separate batch(s) and NOT comingled with current day transactions.

Once the previous day's work has been processed, immediately email Tori Willoughby or Stacy Mizell and provide the sequence numbers of the transmitted items/batches. If necessary, Tori and/or Stacy will contact the office with additional instructions that may be required.

Important Contact Numbers

Click below for important names contact numbers:

Closed Sign - Inclement Weather