I worked as a Lead Worker at Cumberland County Department of Social Services. One day a worst case scenario presented itself when our computer system went down. Our unit took and processed Food and Nutrition applications (food stamps), and the entire process was computerized. The workers panicked and clients continued to sign in to be seen.
Luckily, we had a backup supply of paper applications that we mailed out to clients who were unable to make it to the agency. I quickly distributed them to the workers and informed them that they would have to take the applications manually until the computer system was repaired. It took longer, but the clients were seen and able to sign their application, which was needed to protect the application date.
When the computer system was up and running again, I allowed each worker some "protected" time (time in which they could work without interruptions), so that they could input and process the applications taken during the down time.
This process was successful because the clients were still served in a timely manner and each worker was allowed time to complete the additional work involved.
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