During COVID-19: Message to our Partners and Stakeholders
Posted on March 20, 2020

During COVID-19: Message to our Partners and Stakeholders

We are reaching out to you at a time when COVID-19 dominates the news to reassure you that DUCA is actively addressing the current situation with a focus on the health and safety of our Members, Employees, and Communities. We have rolled out a robust Business Resilience Plan to ensure our business maintains efficient and continuous operations and Member services.

In accordance with our Plan, DUCA employees are operating under work procedures intended to preserve health and safety without disruption to our business. This includes separating our employee groups into different locations. For example, Member Connect (our call centre) now consists of sub-teams working out of multiple fully operational locations. In addition, most employees are operating under work-from-home protocols. As well, DUCA’s leadership team has been divided into sub-groups to ensure there is physical leadership presence at work every day while simultaneously reducing the number of people in one location.

With regard to health protocols, all recommended health guidelines are in place including deeper cleanings in our branches and Head Office, increased use of alcohol-based sanitizers, social distancing, and avoidance of public transit. Also, employees and Members have been given clear direction regarding the need for self-isolation under certain circumstances such as post-travel, if symptoms of illness appear, and in cases of proximity to close connections who may have been exposed to COVID-19.

Our Members are hearing from us regularly and frequently by direct email, through updates posted at duca.com, and social media announcements that link to those updates. We share our actions and our health and safety measures with Members while reminding them of the many channels through which they can continue to conduct their everyday banking with DUCA. Knowing that COVID-19 may present personal financial challenges for some individuals and businesses, our branches, Member Connect, and small business advisors are prepared to develop a personalized solution for any Personal or Business Member experiencing financial stress as a result of COVID-19.

Every day, our Emergency Response Team and Executive Leadership Team evaluate circumstances as they evolve in order to manage them effectively. We will continue to do so for the foreseeable future.

We are proud of our employee groups who have pivoted and reacted on such short notice. They have done so without compromising on our service commitment to Members and while still executing the business of DUCA. Consequently, DUCA continues to be strong and stable, providing uninterrupted banking services for our Members as usual.

These are unusual times, requiring patience and understanding. We look forward to continuing to work with you in good health.


DUCA Financial Services Credit Union Ltd.