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ALBANY, N.Y. – As the corporate serving New York credit unions, which were the CUs most impacted by 9/11, Empire Corporate found itself under pressure to move quickly and efficiently to keep business moving as normal as possible. Here’s an overview of what the corporate did that day and in the days following: Tues., Sept. 11: *Immediately following the attacks, Empire’s management team met and discussed a corporate-wide action plan, operational impact issues, and how to best assist affected credit unions. Update meetings were held every hour. The New York State Credit Union (NYSCUL) also participated. *A review list of locations of credit unions with greatest potential impact was comprised. Call center begins trying to reach those credit unions in conjunction with NYSCUL personnel. Most phone lines were jammed; limited contact was made. *Empire issued a Fax Communiqu to all members discussing contingency conditions as flights were grounded and ground transportation severely limited. Services impacted included Individual Member Draft processing, Coin & Currency orders, Empire’s Cash Letter program, etc. Any type of assistance was offered to members as well as to stranded members. *Empire’s senior account executives (sales force) was immediately notified and began assisting with credit union contact. *Contact was made with Federal Reserve banks and put on notice that Empire would be requesting excess cash to fund vaults to assist credit unions that were in need of cash replenishment. Throughout the day, Fed Buffalo, Fed EROC and AMSA Syracuse locked down to assess their contingency plans. By afternoon, all deliveries were being made with exception of areas of immediate impact, as well as 17 emergency orders for over $3 million. *Security Safekeeping trades were delayed as correspondent banks were delayed in execution. *Empire continued to review credit unions’ accounts to assure adequate funding and decrease possible loan advances; transfers made from overnight accounts to cover funding. *Empire offered its training room facility in Jamesburg, New Jersey, to members in need of space to relocate and/or set-up emergency commands. *Calls attempting to contact credit unions near ground zero continue throughout the day. *Empire posts 24-hour emergency contact numbers in a Fax Communiqu and on Corporate Superhighway (Empire’s Internet-based member cash management system), and offers any type of assistance around the clock. *Successful contact was made with a few credit unions and personnel confirmed safe. Wed., Sept. 12: *Empire’s call center continues to attempt to reach credit unions, coordinating efforts with NYSCUL personnel. *Empire offers assistance with wire transfers, Western Union wires, and with arranging courier service/cash services with other credit unions. *Several credit unions were successfully contacted and all personnel confirmed safe. *E-mails were sent to several credit unions Empire could not contact by phone requesting that they contact Empire for any needed assistance. *Other member credit unions offered to assist affected credit unions any way possible. *All ECLIPS (Empire’s Cash Letter service) work rerouted by ground transportation. *Empire offers assistance with equipment and technical expertise. Thurs., Sept. 13: *Empire arranges for funding for several credit union branches and ATMs for emergency cash distribution. *Empire uploads all share draft files to the Web to allow affected credit unions to pull their files via HTTP download. Worked with credit unions one-on-one for any specific needs. Successful contact made to some affected credit unions by NYSCUL. Assistance offered from both NYSCUL and Empire. *Received confirmation from Fed EROC once again, will assist with funding. *Worked with armored car carriers to schedule emergency cash orders for credit unions. Fri., Sept. 14: *Successful contact finally made to several outstanding credit unions at or near ground zero. *Empire continued to work with credit unions one-on-one assisting with downloading of ACH files. 24-hour contact and technical assistance offered. *Empire coordinated personnel to assist credit unions over the weekend. Emergency contact numbers posted on Corporate Superhighway and phone system. Sat./Sun. Sept. 15/16: *Worked with credit unions one-on-one to pull down files and create returns files. *Additional e-mails issued to credit unions that Empire and/or NYSCUL had not had contact with yet. Later actions *A relief fund was established in conjunction with the New York State Credit Union League. *A Red Cross Blood Drive was held at Empire’s headquarters in Albany, New York, on International Credit Union Day, Thursday, October 18, 2001. In total 40 units of blood were collected as donor appointments were completely booked-up. *Each unit of blood helped three individuals in need. *Empire created a special disaster assistance loan for credit unions affected by the attacks. Two million dollars were made available at a special 1% interest rate. The New York Credit Union Foundation reimbursed the one percent interest; thus providing credit unions with a “no cost” funding source. [email protected]

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