• Assign a leader with decision-making authority 1 Command center • Expect that the command centerwill be required for the foreseeable future We recommend that you • Define a response strategy across the mortgage lifecycle immediately create a COVID-19 task force or command • Integrate with the broader organizational COVID-19 centerwithin your task force and develop a communication strategy organization. It should prioritize the following issues: • Manage regulatory and investor change, including intake of change, coordination of impact analysis, and actions required to implement new solutions • Maintain clear, concise documentation of changes made to technology and operations • Report results and adjust your approach to optimize and deliver better customer experiences 7 COVID-19: Implications and next steps for lenders