The person that holds the keys

I recently worked with a nonprofit that had an incredible volunteer—let’s call her Mary. She was the go-to person for everything. Mary handled bank deposits, set up the website, purchased the domain, created the organization’s email account, paid the bills, and even established a dedicated Google phone number that forwarded calls to her personal cell.

The board admired Mary’s dedication. She served on the board for years, while other members rotated in and out. Anytime someone had a question, the answer was always the same: “Ask Mary.” She knew everything.

Then, the unthinkable happened—Mary passed away unexpectedly.

What followed was a scramble. All of the nonprofit’s digital access—domain renewals, email, PayPal, bookkeeping, even the phone number—was stored on Mary’s personal computer and cellphone, locked behind secure passwords. None of it had been documented. There was no shared folder, no backup system, no written instructions—just trust that Mary had it covered. Even her husband, who didn’t use computers, had no idea how to access her files.

Unfortunately, this story plays out all too often—in nonprofits, small businesses, and even families. When the person who knows everything is suddenly unavailable, those left behind are stuck in the dark.

Think about your own situation: What knowledge or access do you hold that no one else knows about? Would your team, family, or board be able to function without you?

I’ve seen cases where:

• A spouse had no idea which bills were due.
• A business owner couldn’t access their own website or social media because a staff member set it up.
• Organizations lost entire donor lists or missed critical events.
• Domains and websites were lost forever due to missed renewals.

You can’t plan for tragedy, but you can prepare for it.
Business continuity isn’t just about having systems—it’s about making sure those systems are accessible when it matters most.

Here are a few simple but essential steps:

• Use cloud-based systems for storing key documents and passwords.
• Assign backup users for important accounts like banking, email, and hosting.
• Document procedures and access credentials in a secure but shareable location.
• Use business-based emails and phone numbers for official accounts—not personal ones.
• Cross-train team members so multiple people know how to perform each critical task.

We hire people for their skills and trust them to take care of tasks we can’t or don’t want to do. But trusting someone doesn’t mean you should be blind to how things are done. Being the only one with all the access isn’t a sign of trust—it’s a risk.

Whether you’re running a nonprofit, a small business, or managing a household—don’t be the only one who holds the keys. Build a plan that ensures your hard work doesn’t disappear with you.