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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

What’s going on?15 years of events

Before 2001

2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014

9/11

Afghanistan invasion

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

Iraq invasion

2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014

Madrid train attack

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

Islamabad hotel bombing

2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014

BP oil spill

Haiti earthquake

2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014

Japan

2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014

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

2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014

Snowden

Nairobi, Kenya

2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014

Crimea

2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014

The list goes on and on…

Kidnap & Ransom Coverage

• Kidnapping

• Threats

• Hijacking

• Express Kidnapping

• Tiger Kidnapping

• Virtual Kidnapping

• Extortion

• Illegal Detention

• Political Evacuation

Hot spots Very High Risk

High Risk

Medium Risk

Low Risk

Travel Risk ManagementPerspectives of a non-governmental organization

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

Crisis Prevention and Response

Well planned operation in Mexico

What happens when things goes wrong?

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 Map

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


Assessment of the situation as it develops

Formulation of an effective response strategy that incorporates appropriate negotiation and financial strategy


Establish and maintain effective lines of communication with the perpetrators and prepare for the appropriate handling of threats


Ensure the best possible liaison

exists with both external and

internal “Stakeholders” at

multiple levels


Dealing with local and

international law enforcement

authorities and public security

forces.


Develop a proactive “Family

Support” mechanism that brings

spouses and other family

members into the fold and keeps

them onside.


Dealing with the “Media” and

developing external (main

stream media) and internal

(company employees) strategies

to deal with


“Third party” providers can cover

a wide range of services that

may be critical to complete the

successful resolution of a victim

recovery.


Provide a practical understanding

into the impact of “Legal Issues”

that might impact on the conduct

of the incident.


Preparations of the “ransom payment” and subsequent safe release of the victim(s).


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.


Future risk mitigation

Litigation mitigation


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

Questions?