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A Global Workforce is Risky Business: Managing the Risks of Travelling and
Transferred Employees(GRM013)
Speakers:
• Kevin Pedone, Global Organization Producer, Clements Worldwide
• Laura Schauble, Vice President - Risk Management and Office Operations, ACDI/VOCA
• Joe Carrera-Casiano, Senior Consultant, NYA International Limited
Learning Objectives
• Increasing your awareness to the types of international exposures your employees can encounter
• Examine the key elements, hurdles and foundations of support for an international organization’s travel emergency protocol
• Understand the key elements and components of an effective Crisis Response Strategy required to successfully resolve a kidnap for ransom incident
2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014
EURO
Mombasa, KenyaIndonesia bombing
2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014
London suicide bomber
Amman, Jordan
Resurgence of Marine Piracy
2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014
North Korea test
Hussein execution
2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014
Financial crisisIraq suicide bombings
But….. we got the first iPhone
2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014
Tunisia
Lebanon
& Egypt
Yemen
Iran
Libya
Iraq &
Jordan
Syria
Saudi
Arabia
Sudan
Morocco
& Algeria
OmanUS evacuates
Egypt
Kidnap & Ransom Coverage
• Kidnapping
• Threats
• Hijacking
• Express Kidnapping
• Tiger Kidnapping
• Virtual Kidnapping
• Extortion
• Illegal Detention
• Political Evacuation
PRE-TRIP MEASURES
Policies and Procedures
Comprehensive and tried travel protocol
• Easily accessible
• Limited updates1
Tap all available resources for travel protocol
• Internal security teams• Field staff• Provider resources• Industry-specific security groups• Government/inter-governmental resources
2
PRE-TRIP MEASURES
All Destinations
All new travelers should have a briefing on protocol
• In-person or tracked online
• Written follow up with links to key data and documents1All travelers should setup and regularly maintain their travel profiles
• Service provider or proprietary system, key is accessible information
• Travel contact information – travel cell, local cell, hotel/other local phone
• Traveler’s preferred home-based emergency contact information
2
PRE-TRIP MEASURES
Key Documents
Pre-trip Checklist
• Keep frequent travelers from developing complacency
• Details for convenience and safety1Emergency response card or brochure
• Single document, simple and easy-to-carry• Clear instructions for emergency response primary• Additional resources and service providers secondary• Assume your cell phone and laptop are dead
2
PRE-TRIP MEASURES
Unique Destinations
Measures for unusual security risks
• Additional protocol – curfew, check-in
• Tracking applications1Measures for unusual health risks
• Recommended or mandatory vaccinations and health precautions
• Proactive identification/enrollment for health facilities2
Communication
Traveler responsibilities• Complete and up-to-date profile
• Local key contact information
• HQ crisis contact information
1HQ responsibilities
• Crisis response communication - tested and redundant without duplication
• Clear, incident-specific communication protocol as soon as possible
• Regular updates, even when no change in status
2
TRAVEL CRISIS
Consider backups and alternates to standard corporate communication
3
Crucial Team Support
Human Resources • Protocol support
• Consequences for non-compliance
1
RISK MANAGEMENT
Project Teams• What is conveyed in informal
discussions?
• Practical mindset of travelers2
Field Staff• Understand and implement
HQ protocol
• Deliver feedback for policies that are not viable
3Senior Leadership
• Lead by example
• Certainty in the efficacy of the program
4
What happens when things go wrong?
• Next steps
• Initial Actions
• Who do you call?
• Do’s and don’ts
• Crisis Management Plan
• Crisis Management Team
Types of incidents
• Kidnap for ransom
• Abduction
• Extortion
• Virtual/Express Kidnapping
• Threat
• Wronful detention
• Missing persons
• Emergency evacuation and repatriation (Mutual consent)
• Other international problems and crises
Kidnapping Hotspots
• Very High Risk
Afghanistan, Iraq, Mexico, Nigeria, Pakistan, Somalia, Somali Waters (Indian Ocean),Syria, Venezuela
• High Risk
Algeria, Burkina Faso, Central African Republic, Chad, Colombia, Ethiopia,Guatemala, Haiti, Honduras, Kenya, Libya, Lebanon, Mali, Mauritania, Niger,Philippines, South / North Sudan, Ukraine, Yemen
• Medium Risk
Albania, Angola, Azerbaijan, Bolivia, Brazil, Bulgaria, Burundi, Cameroon, Costa Rica,Democratic Republic of Congo, Djibouti, Ecuador, Egypt, Gabon, Georgia, Guyana,India, Indonesia, Iran, Israel, Jamaica, Madagascar, Malaysia, Mozambique,Myanmar, Nepal, Panama, Papua New Guinea, Paraguay, Peru, Puerto Rico, Russia,Saudi Arabia, Senegal, South Africa, Tajikistan, Tanzania, Thailand, Trinidad andTobago, Tunisia, Turkey, Turkmenistan, Uganda, Uruguay
Role of the Consultant
• Assessment & Strategy
• Communications
• Liaison with Stakeholders
• Authorities
• Family management
• Media
• Third party providers
• Legal issues
• Ransom payment
• Victim recovery & debrief
• Future risk mitigation
• Business continuity
Role of the Consultant
Assessment of the situation as it develops
Formulation of an effective response strategy that incorporates appropriate negotiation and financial strategy
Role of the Consultant
Establish and maintain effective lines of communication with the perpetrators and prepare for the appropriate handling of threats
Role of the Consultant
Ensure the best possible liaison
exists with both external and
internal “Stakeholders” at
multiple levels
Role of the Consultant
Dealing with local and
international law enforcement
authorities and public security
forces.
Role of the Consultant
Develop a proactive “Family
Support” mechanism that brings
spouses and other family
members into the fold and keeps
them onside.
Role of the Consultant
Dealing with the “Media” and
developing external (main
stream media) and internal
(company employees) strategies
to deal with
Role of the Consultant
“Third party” providers can cover
a wide range of services that
may be critical to complete the
successful resolution of a victim
recovery.
Role of the Consultant
Provide a practical understanding
into the impact of “Legal Issues”
that might impact on the conduct
of the incident.
Role of the Consultant
Preparations of the “ransom payment” and subsequent safe release of the victim(s).
Role of the Consultant
Preparation of the “Victim
recovery and debrief” in order to
determine root cause analysis
and recommend effective
counter-measures to prevent a
recurrence of incident.
Recommend post-incident
counseling.
Role of the Consultant
Business continuity, and protection of corporate brand and reputation.
Demonstrating proper Duty-of-Care, because it’s the right thing to do.
Approach to Managing Kidnap & Extortions
• Trusted Advisor
• Integrate with the Crisis Management Team
• Understanding the Impact
• Oversight and Quality Control Case Management
• Team Approach
• Analytical support
Unique Approach to Crisis Response
Once an incident has been reported by the client, he will be contacted within 20 minutes, and immediate advice & remote support is provided.
20 minutes
Remote advice
24 hours
Deployment
Up to 10 days
Advice to Crisis Management Team
Two consultants are deployed immediately to each location of the client’s crisis team.
The consultants arrive within 24 hours.
Two consultants remain with each client’s team in the locations for up to 10 days, ensuring optimal levels of support during the critical early stages of a crisis.
Subsequently the two consultants at each location work on a rotational basis
At the conclusion of the incident, a detailed debrief is done with the victim, which is an essential part of the rehabilitation process
21 day rotation
Recovery
End of case
What is the ultimate goal?
“To ensure the safe and timely return of the victim(s) over a specified period of time, for an appropriate payment.”
Crisis Prevention Consulting• Security awareness training
• Threat and vulnerability assessment
• Crisis and security management planning
• Crisis management training
• Embedded advisors
• Risk analysis
• Project management
• Travel risk management program