Managing travel risks in universities
Transcript of Managing travel risks in universities
Ⓒ2005 International SOS
An integrated, systemic & flexible approach to managing travel risks for your University
AURIMS Annual ConferenceMay 26 & 27 2005
Ⓒ2005 International SOS
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
Ⓒ2005 International SOS
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
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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.
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International SOS
International SOS’ Alarm Centers
Taipei
Philadelphia
Johannesburg
Bali
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
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What are the risks to travelers ?
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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 ?
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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
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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 ?
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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
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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
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How to manage the risks – the
International SOS solution
Ⓒ2005 International SOSWhat must a University RM process provide ?
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
Ⓒ2005 International SOSWhat must a University RM process NOT do ?
Subvert Faculty independenceDelay travel approvals and/or the authority to travelBe perceived to over-ride academic autonomyDisrupt the travel management company/agency relationshipIncrease administration
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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.
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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
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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
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Preparation • Intranet Portal
• SOS Card• Travel Advisory
• Travel Itinerary captured• Vaccinations
• Travel Safe Guide
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University Microsite Portal
Ⓒ2005 International SOSLatest Online advice
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
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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
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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
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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.
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Overseas Support• Medical advice• Security advice
•Auto- ALERTS changing situations
•Clinic access• Evacuations
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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
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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
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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.
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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
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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
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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
Ⓒ2005 International SOSSecurity Evacuation Service
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
Ⓒ2005 International SOSActivation of Local ProvidersTrapped Staff Member – Phnom Penh Jan 03
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
Ⓒ2005 International SOSCrisis Decision Support Bombing – Jakarta Aug 03
BackgroundVehicle with 200kg mixed explosives detonates outside Salendra Restaurant at 12.45pm12 Killed 148 injuredSuicide bomber usedJemaah Islamiyah implicated
SOS ResponseMedicalSecurityOnline
Integrated response
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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
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Questions