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Klick Health: Rapid Response to COVID-19

Klick Health has been taking extraordinary precautions to ensure the safety of our team. In keeping with our highest order principle of being people-first, we developed a number of policies, protocols, and guidelines to help ensure the ongoing health and safety of our team members during this rapidly evolving situation.

Situational Background

In late January, we initiated multiple business continuity workstreams, all with the goal of ensuring team preparedness to effectively execute in the event of a prolonged work-from-home scenario. These preparations enabled us to start providing guidance to our team by early February.

We continued to evolve our practices daily but regularly questioned ourselves about whether we are acting too soon or possibly being perceived as over-reacting. Ultimately, we made the decision to lean into our core business principles. That made this decision easy because one of the five principles is to optimize outcomes over optics. We recognized that acting too soon is a reasonable cost relative to the repercussions for moving too late.

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Sharing internal policies, protocols & continuity planning to help others

We started to see a pattern last week, when several of our partners at Harvard, Johns Hopkins University, Singularity University, University of Toronto, Boston Children’s Hospital, and other leading health authorities started asking if they could adapt the guidelines for their own use. As an open and transparent organization, we decided to share them, hoping the template would accelerate the response of others working to contain this virus.

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We urge all companies to recognize that the COVID-19 pandemic is first and foremost a health crisis. For those who are also grappling with how to respond, we can help. We started to transparently publish our guidelines publicly on March 4, with daily updates. We encourage companies to use them as a template for their COVID-19 planning.

Our framework was developed by looking at what has happened in other markets and studying CDC and WHO guidances. We also studied global events, consulted our expert advisors, and adapted to feedback from our team. The culmination of those learnings and changes are captured in the daily updates that we publish.

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Our framework was also designed to ensure that our people feel supported and that we all remain connected. To that end:

  • We established a daily company-wide webinar, where we provide updates and answer any questions;
  • We created an internal COVID-19 portal for our team that centralizes all of our guidances, video recordings of daily meetings, role-specific guidance (i.e., safety protocols for facilities, policies for travel prior to pausing all travel); as well as links to an abundance of resources, such as our VPN access;
  • Dedicated Slack channels for work-from-home protocols & COVID-19 updates;
  • Daily training on remote working;
  • Refactoring our new employee onboarding; sharing tips and tricks on how to interview over Zoom, etc.;
  • Real-time responses to our FAQs.

With all of these things in place, we were confident that we had adequately prepared our team and on March 9, we escalated our precautions by asking and encouraging all of our team members to work from home.

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