Travel Risk Management TRM Overview Shelby Le Maire

Travel Risk Management (TRM) Overview Shelby Le. Maire May 4, 2012

International SOS – Alarm Center Statistics • A call every 3. 5 seconds • 4. 20 million calls in 2011 • An evacuation every 26 minutes

Agenda 1 • Duty of Care • Travel Related Risks • Managing Risk – 4 T’s • Travel Risk Management • Fundamental Elements of a Travel Risk Management Program

2 DUTY OF CARE

Duty of Care 3 Definition The responsibility or the legal obligation of a person or organization to avoid acts or omissions which can be reasonably foreseen to cause harm to others. Compliance Employers are required to comply with “duty of care” laws by taking practical steps to safeguard their employees. Breach Failure to take reasonable steps to help prevent employee harm during business travel

Sampling- Duty of Care Legislation Country Legislation United States • Occupation Safety and Health Administration (OSHA) Act, 1970 • NFPA 1600 Standards on Disaster/Emergency Management and Business Continuity Programs, 2007 • Workers’ Compensation Laws Administration (OSHA) Act, 1970 United Kingdom • Health and Safety at Work Act (HSW Act) 1974 • Corporate Manslaughter and Corporate Homicide Act (Manslaughter Act) 2007 Canada • Canadian Labor Code, 1985 • Occupational Health and Safety Act 5 (OHSA), Ontario, 1990 • French Labor Code, 1910 • Social Security Code and Criminal Code France Germany Netherlands Spain • • §§ 241 Abs. 2, 617 -619 BGB (Civil Code) § 242 BGB Social Security Act, Book V Burgerlijk Wetboek (Art 7: 658 BW) Arbeidsomstandighedenwet (Arbowet) • • • Constitution 1978 Labor risk Prevention Law 31/1995, November 8 Penal Code of 1995 Workers’ Statutes Law of the Judiciary 4

How Do We Comply With These Duty of Care Laws? Effective TRM Program = Duty of Care Responsible Employees Management Support Systems/Tools to Manage Risk TRM Supplier Network TRM Policy Effective TRM Program 5

6 Travel Related Risks

7 Travel Related Risk - Employees traveling on behalf of your company are at risk because it places the employee in potentially unfamiliar and dangerous environments Automobile Accidents Unsanitary Food Conditions Improper Medical Treatment Infectious Diseases Crime & Terrorism Natural Disasters

Travel Related Risk - Company Risk Category Description Personnel Health, Safety, and Security Legal Duty of Care Pertaining to Health/Safety Legislation & Data Protection Financial Litigation, Misuse of Travel Expenses, Financial Penalties for Misconduct Productivity/Trip Effectiveness Illness, Injury, Immigrations Requirements, Inadequate Technology or Support for Travelers Reputational Unethical Behavior by Travelers Data/Equipment Loss/Misuse of Intellectual Property 8

9 MANAGING RISK – “FOUR T’S”

What are the Four T’s? • TREAT • TRANSFER • TERMINATE • TOLERATE 10

11 TRAVEL RISK MANAGEMENT

TRM PROGRAM 12 • Program of organized thoughts, directing corporate policy, and creating procedures and protocol to manage and mitigate risk • Effective TRM Program will: – Mitigate risk and reduce liability (corporate policy, procedures, protocol, etc. ) – Function as a defense and safeguard structure for your company and employees – Foster employee morale and company loyalty

TRM Network - Global TMC (World Travel) • Supply Data to TRM Network • Assist w/Policy Enforcement • Pre-Trip Approval Process • Travel Portal • Traveler Tracking Tools & Technology • Pre-Trip Approval Process • Travel Portal • Traveler Tracking • Customized Web Sites for Destination Information • Mobile Applications Apply 4 T’s (Policy Directives) Medical & Security Support • Destination Risk Ratings • Medical/Security Advice & Action • 24/7 365 Call Center • Customized Destination Information • Evacuation • Traveler Tracking Insurance • Security/Medical Evacuation Insurance • Supplemental Medical • AD&D • Life Insurance • Kidnap & Ransom • War Zone 13

14 Senior Leadership Risk Management Human Resources TRM TEAM Security Travel Manager Legal

15 Applying the Four T’s to Travel Reservation Booked (Not ticketed) Employee Compliance & Verification Pre-Trip Approval Process Destination Risk Classification Determined Apply 4 T’s (Policy Directives)

16 FUNDAMENTAL ELEMENTS OF A TRAVEL RISK MANAGEMENT PROGRAM

TRM Basics 1. 2. 3. 4. 5. 6. 7. 8. TRM Policy and Procedures International Travel Destination Information Medical Security Support Incident Response Procedures Traveler Tracking TRM Program Training Employee Responsibilities Employee Compliance & Verification 17

1. TRM Policy and Procedures 18 Examples of TRM Policy Directives: – Book ALL travel and ALL changes through World Travel – No side trips – Travel destinations are classified according to risk level – All reservations require pre-trip approval – Employees must adhere to i. Robot’s risk mitigation tactics specific to each travel risk classification – Traveler acknowledgement that directives have been adhered to

2. International Travel Destination Information • Must disseminate the most up-to-date destination information – Travel Advisory – Travel Portal – Approved Web Sites • This destination information should include (sampling): – Country specific risk rating (low, moderate, high, extreme) – Alerts – Entry/Exit Requirement – Vaccine Requirements – Security Situation/Crime – Medical Care – General Cultural Information 19

3. Medical and Security Support • • • Global Reach Established and experienced support Robust and capable worldwide network 24 hour access to medical and security experts Medical and security evacuation services Pre-trip debriefing for high and extreme travel destinations 20

4. Incident Response Procedures • Fully developed communication channels between TRM Supplier Network (for actions and decision making) • Assign TRM team members specific response responsibilities • Emergency evacuation & extraction processes • Develop computer data/equipment emergency procedures 21

5. Traveler Tracking • Ability to locate employee’s location worldwide • Assists identifying travelers at risk and facilitates communications with them (email/SMS) • Creates logs and archives communications • Can help verify duty of care 22

6. TRM Program Training • Train employees so they can effectively use TRM tools and technologies and be a more informed advocate for their own health and safety. • Develop a structured process for travelers to use for travelrelated questions or emergency procedures. 23

7. Employees Responsibilities • Understand the importance of the TRM Program • Read, accept, and comply with TRM Program information and directives • Keep travel profile and health history updated • Book flight and changes through your travel agent • No side trips without consent of manager Knowledge is Power! 24

8. Employee Compliance and Verification 25 • Implement systems to verify employees have read and adhered to TRM Program directives prior to departure • Non-compliant travelers = mission hold or mission termination PROOF YOUR COMPANY HAS PROVIDED ITS DUTY OF CARE! Risk High Low 0 Compliance 100

Where To Begin…. . Foundation • Support from Management for TRM Program • Consolidated Travel Program • Pre-trip Approval Process • Strong Travel Policy • Travel Policy Compliance Monitoring Framework • Develop Plan for TRM Program • Build TRM Network through RFP process • Develop TRM Policy, Procedure, Systems, etc. 26