Managing travel risks in universities

transcript

An integrated, systemic & flexible approach to managing travel risks for your University

AURIMS Annual ConferenceMay 26 & 27 2005

Outline

Who is International SOS ?

What overseas risks are travelers exposed to ?

Explanation of the International SOS risk management process that will ensure maximum knowledge & mitigation of the risks

International SOS

Travel Risk Management programs for business travel

24/7 Overseas advice & support

24/7 Medical & Security Emergency Assistance

24/7 Crisis Response

Evacuation & repatriation

Medical Clinics

Health Care Management

International SOS

World’s largest travel risk management & emergency assistance company established 1974

Operates 24/7 globally from 29 Alarm Centres & officesin 50 countries

4000 employees worldwide including 1000 Security Specialists, doctors, nurses, pharmacists, para-medics& aero-medical ER specialists

6400 clients including majority Australian Top 100

Over 86 languages spoken

Performed over 11,000 evacuations in 2004 - 1 personevery hour every day.

International SOS

International SOS’ Alarm Centers

Taipei

Philadelphia

Johannesburg

Sydney

Stuttgart

PragueMoscow

Madrid

London

Singapore

Jakarta

ParisGeneva

Ho Chi Minh City

Bangkok

Yangon

Kuala Lumpur

New Delhi

SeoulTokyo

HanoiManila

Shanghai

Beijing

Hong Kong

Auckland

Abidjan

WindhoekGabarone

International SOS’ Regional Security Centers

What are the risks to travelers ?

Typical Risk Events Overseas

Security & Safety- Crime- Terrorism- Civil unrest & evacuation

Medical- outpatient/clinic visit

- hospitalization- evacuation- pandemic (SARS, Avian Flu)

Natural Disaster

- Tsunami, Typhoon, Earthquake, Flood

The likelihood &/or impact of these scenarios can be mitigated & avoided with the right RM tools – how are you doing it at your University ?

Direct financial costs

under-insurancelost research productivity &opportunitiesDisruption to business developmentactivityCivil litigation

Non-financialUniversity reputation suffersBD staff & researcher morale impactedShort fall in Duty of Care/negligence

Why Universities must manage Traveler Risk

Security – Jakarta Aug 03 & Oct 04

ImpactTravelers caught in Marriott hotel or vicinity Australian Embassy - hotel provider security review ? Traveler preparation & response training ?Traveler morale ?Business Continuity & Crisis Plans ?Response at company head officeLocate & track travelers impacted ?

Why Was SARS different?

NO previous knowledge of the disease

NO vaccination

NO effective treatment

NO reliable point of care diagnostic test

The uncertainty about SARS led to a huge increase in the level of concern in the general population, the media, and international business community.

This uncertainty is less now, but it is still not known if there is an animal reservoir, and if changing climatic conditions will favour another outbreak of SARS or Bird Flu will break out.

Disease outbreaks: SARS & Bird Flu

NATURAL DISASTER:

TSUNAMI 2004

ImpactTracking & locating missing persons Medical & general assistance to those impactedBusiness Continuity & crisis management planningInformation collation & disseminationLiaison NGOs & local governmentCompany assistance policy

How to manage the risks – the

International SOS solution

Crisis Response 24/7Direct control/24/7 number to callTravel track & communicateResponse plans/Evac/Repat

Travel - Advice & Support 24/7Direct control/24/7 number to callAccess to medical/security infoAccess to clinics

Pre-Travel PreparationTravel policy/processProvides knowledge & educationIntranet portal linkSecurity/medical risk informationCultural informationVaccination & Med CertifiedMedical RecordsItinerary captured & trackedAuto ALERTS updatesLinked to Crisis PlansTravel Safe GuideAutomated processCompliance & reporting

Recovery/ReviewPost medicalsCounselling/debriefReview policy/process

Subvert Faculty independenceDelay travel approvals and/or the authority to travelBe perceived to over-ride academic autonomyDisrupt the travel management company/agency relationshipIncrease administration

SOS Travel Safe program

A risk management framework that maximises appropriate duty of care and provides for the health, security and well being of University business & research student travellers.

SOS Travel Safe program - how it works

Guarantees all business travellers receive appropriate advice & preparation before deploymentWhile overseas they have 24/7 access to the latest security, health, cultural information, assistance & advice While overseas they have 24/7 access to emergency response & support for security or health crisesWhen they return their experiences are incorporated into policy & process review

Travel Risk Management Process

Travel booked via TMC Travel request considered internally

Travel request

approved

Tickets issued

Travel undertaken

Checklist completed

Access to AUTO ALERTS during

travel

Traveller accesses advice, clinics, medicines &

emergency options

High or extreme risk locations checked and referred back

internally for detailed SOS briefTraveller receives latest risk advisory

from SOS AUTOMATICALLY

Access to emergency response support

Access to evacuation

Traveler itinerary captured in SOS Travel

Locator DatabaseAUTOMATICALLY

Medical Record updated

Certified ‘fit for travel’ vaccination advice

SOS Member Card issued

Preparation • Intranet Portal

• SOS Card• Travel Advisory

• Travel Itinerary captured• Vaccinations

• Travel Safe Guide

University Microsite Portal

Situational Awareness

Security & Medical updates Online before & during travel 24/7

Situation UpdatesAuto-email Security NotificationsCountry GuidesCity GuidesWeekly Regional Security ForecastTraveler TipsRisk Ratings all countriesVaccination advice & certificationMedical Records

Automatic Travel Advisories

Automatically sent to the travelerby email once booking made

Covers entire itinerary Commercial & balanced adviceCustomised content including security, medical, cultural & tips etcDetermine frequency receivedSet a variety of business rules optionsInsert Message Notice

Travel Locator SystemTrack, locate and respond

Captures itinerary & traveler info from University Travel provider or can be manually loaded/edited Real-time tracking & locating of travellers worldwideSearch name, country, date, flight & hotelLatest ALERT notificationsHyperlink to Intl.SOS OnlineEmail link direct to travellersManagement Reports Aggregate travel data into spreadsheetAccess by password or via Intl.SOS Alarm Centre

www.internationalsos.com

How Does It Work?

Traveler booksan international

ticket.

Travel agency/TMC sends“Queue” to Intl.SOS

SOS AUTO emailsdestination-specific

travel advisory to traveler & itinerary

Captured in Tracker database

Data will generateActivity / Management

Reports

Send personalizedvaccination

recommendation if record is available.

Link to SOS Online

Information andCorporate Intranet.

Overseas Support• Medical advice• Security advice

•Auto- ALERTS changing situations

•Clinic access• Evacuations

Global Support

24-hour worldwide medical & security information and assistance Emergency evacuationsMedically supervised repatriations Doctor/hospital referralsDispatch of doctors or specialistsPrescription replacementPre-trip medical informationHospital deposit guaranteesRepatriation of mortal remains

Crisis CentersSecurity Teams Intelligence supportAviation UnitsMedical PersonnelGlobal Integration

29 SOS Alarm Centers

All SOS Alarm Centers are corporately owned and operatedGlobally integrated systems, procedures, & quality assurance

Medical Transportation Network

12 Air Ambulances In-house Aeromedical Specialists State-of-the-art mobile emergency

equipmentGlobal Aviation Department secures

flight paths and clearances24-hour access to private &

commercial aircraftWorldwide network of escort

doctors.

International Clinics

25 owned and operated by SOSOffer international standards of care Managed by international health care professionals with the support of well-trained local medical staffProvide high level of both family practice medicine and emergency careProvide effective and reliable support for delivery of emergency assistance services, 24 hours a day

Medical & Security email ALERTS

24/7 monitoring serviceSudden events notificationEmerging crises reportsBalanced advice for staff in-country or those about to travelLink to Intl.SOS 24/7 Alarm Centre for support & advice to University crisis & risk management

SOS Global Security & Intelligence Services

Crisis Response and Evacuation Online Information and Intelligence Services

Alerts/Updates Travel Advisories Country Reports, City Guides

Access to 24/7 Security Hotline worldwide

Full Suite of Security Consulting Services Site Surveys Crisis Management Planning Remote Site Security Management Specialized Intelligence Products Training and Education

Security “Point to point” evacuation:

Detailed planning and evacuation coordinationAdvice, planning and coordination assistancePort of Departure supportIn flight escort (as required)Reception support

International SOS Member Card

Every hour of every day, we’re here to help.

Company : ABC University

Number : 02AMMS000006

Program : Comprehensive Membership

Validity : 17 Oct 2005 TO 18 Oct 2006

BackgroundMedia storyRiot at Thai EmbassyViolence boils overBusinesses torched/crowd rampage

SOS ResponseConfirmation of current situation (DA/Provider)Immediate advice to staff memberActivation of local provider/securing staff memberDevelopment of evacuation optionsCoordination with Thai authorities

BackgroundVehicle with 200kg mixed explosives detonates outside Salendra Restaurant at 12.45pm12 Killed 148 injuredSuicide bomber usedJemaah Islamiyah implicated

SOS ResponseMedicalSecurityOnline

Integrated response

Managing Overseas Risks

Ultimately it is the University is responsible for ensuring that staff & research students are appropriately prepared & supported overseas

University responsibilities do not end when it comes to traveler safety and security.

The public and the courts will judge the University if an incident occurs

Sheraton Hotel attack March 2002 KarachiPacific Access Case 2003 PNG

Questions

Managing travel risks in universities

Documents