DUTY OF CARE. It s everyone s business. September 13, 2017 Brookfield, Wisconsin

Transcription

1 DUTY OF CARE It s everyone s business September 13, 2017 Brookfield, Wisconsin

2 Billy Kolber World Traveler Agency Manager Magazine Publisher LGBT Safety Expert GBTA Presenter

3 What is Duty of Care? Legal Obligation Moral Obligation Well-being Security Safety

4 Well-being

5 Well-being Rest, comfort, peace of mind

6 Well-being Rest, comfort, peace of mind Security

7 Well-being Rest, comfort, peace of mind Security Crime risks to person, possessions

8 Well-being Rest, comfort, peace of mind Security Crime risks to person, possessions Safety

9 Well-being Rest, comfort, peace of mind Security Crime risks to person, possessions Safety Travel risks of injury

10 BIG RISKS Terrorist action Plane crash Kidnapping COMMON RISKS Weather incident Illness or Injury Car accident Flight cancelation UNDERSTANDING + MITIGATING RISKS

11 UNDERSTANDING + MITIGATING RISKS BIG RISKS A bomb goes off at a hotel in Islamabad Unrest breaks out in Cairo A plane is shot down over Ukraine Foreigners are kidnapped in Colombia *

12 UNDERSTANDING + MITIGATING RISKS BIG RISKS Do we have employees traveling In the hotel, on the plane, in the city? Do we have a protocol for contacting them? Do they have an emergency protocol to follow? Do we have support resources to assist locally? Can we alert their family members quickly? What happens if these answers are no? *

13 BIG RISKS Terrorist action Plane crash Kidnapping COMMON RISKS Weather incident Illness or Injury Car accident Flight cancelation UNDERSTANDING + MITIGATING RISKS

14 UNDERSTANDING + MITIGATING RISKS COMMON RISKS Flights are cancelled due to weather Hotel is overbooked Traveler slips and injures themselves Traveler has an accident in a rental car Traveler doesn t receive important visa/health information Uber driver is lost and doesn t speak English Airbnb doors don t lock securely

15 UNDERSTANDING + MITIGATING RISKS COMMON RISKS Flights are cancelled due to weather Hotel is overbooked Traveler slips and injures themselves Traveler has an accident in a rental car Traveler doesn t receive important visa/health information Uber driver is lost and doesn t speak English Airbnb doesn t feel safe

16 THE DUTY OF CARE GAP 93% of business leaders are comfortable they can properly manage their company s liabilities 30% of businesses actually had a plan of action directly addressing travelling employees 50% actively assess and manage employee risk on a regular basis 54% of employees said their employer does not provide information and communication specific to unexpected eventualities whilst travelling for business Source: Understanding duty of care in relation to business travel Concur Australia/Galaxy Research

17 THE DUTY OF CARE GAP Travel policy omits safety and security altogether Policy treats senior level management differently than other employees Company fails to inform and educate their travelers on general and specific travel risks (including vaccinations recommended by the Center for Disease Control for a specific destination, and countries that criminalize LGBT people) Company does not document when they have advised employees on travel safety Travel security program focuses on high-risk foreign travel rather than including domestic travel (especially those trips not booked via the travel agency)

18 THE DUTY OF CARE GAP Safety and security is not part of travel procurement criteria Risk assessment does not use a door-to-door approach and thus ignores such Increased risks after a long-haul flight Company does not test its crisis management plan regularly Company does not have a dedicated, fully-mapped travel risk management strategy

19 THE DUTY OF CARE GAP Source: International Lesbian, Gay, Bisexual, Trans and Intersex Association: Carroll, A. and Mendos, L.R., State-Sponsored Homophobia 2017: A world survey of sexual orientation laws: criminalisation, protection and recognition (Geneva; ILGA, May 2017).

20 DUTY OF CARE PARTNERS Travel Management Companies Policy compliance to mitigate risk Real-time reporting to identify at risk travelers Access to safety/security resources Travel Security Assistance Companies Pre-trip information On-the ground assistance Medical referrals Evacuation/Extraction services

21 DUTY OF CARE PARTNERS Travel Management Companies Policy compliance to mitigate risk Real-time reporting to identify at risk travelers Access to safety and security resources Travel Security Assistance Companies Pre-trip information On-the ground assistance Medical referrals Evacuation/Extraction services

22 DUTY OF CARE PARTNERS OF THE US MOBILE WORKFORCE IS PART OF THE LGBT COMMUNITY Source:

23 BEST PRACTICES FOR TRAVELERS Book approved vendors through approved channels Understand profile-specific risks Seek destination-specific advice Alert your travel manager if you make itinerary changes

24 BEST PRACTICES FOR TRAVELERS Bring an extra week of prescription medications/pack only in carry-on Provide emergency contact and medical information Plan for diminished alertness around long/early flights Know how to obtain help if something goes wrong

25 TRAVEL RISK MANAGEMENT CHECKLIST Create a Travel Security Policy Engage all stakeholders Incorporate into Travel Policy Communicate to all parties Offer training and education programs general travel risks medical risks specific country preparation intercultural training Source: GBTA Toolkit, Detailed Reference 7

26 TRAVEL RISK MANAGEMENT CHECKLIST Provide pre- and on-trip information reports Destination risk assessments Country profiles Powered by trusted sources Deploy a traveler tracking system Identification and location Crisis communication Crisis prevention Source: GBTA Toolkit, Detailed Reference 7

27 TRAVEL RISK MANAGEMENT CHECKLIST Provide 24/7 assistance services Incident management plan to avoid and respond to crisis Protection, evacuation, ransom Provide an Insurance program for frequent risks Baggage loss, medical assistance Develop a crisis management plan All involved parties Regularly updated Integrated with travel management agency crisis plan Source: GBTA Toolkit, Detailed Reference 7

28 GBTA Toolkit, DR 7 Google GBTA + Duty of Care GBTA Webinar October 14 Duty of care by industry segment White Papers isos ijet Travel.State.Gov RESOURCES Country-specific information and warnings US Government Assistance explained

29 Thank you!