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Duty of care and travel risk management: a team approach

Annual Conference & Tradeshow Celebrating 26 years of service to the Collegiate Travel Marketplace. Lisbeth Claus, Ph.D., SPHR, GPHR, Professor of Global HR, Willamette University. Duty of care and travel risk management: a team approach. University Duty of Care Incidents. Missing Faculty

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Duty of care and travel risk management: a team approach

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  1. Annual Conference & Tradeshow • Celebrating 26 years of service to the Collegiate Travel Marketplace Lisbeth Claus, Ph.D., SPHR, GPHR, Professor of Global HR, Willamette University Duty of care and travel risk management: a team approach

  2. University Duty of Care Incidents Missing Faculty after the Tsunami Hudson River Flight Landing Graduate Student Attacked by Chimp Students and Faculty in Haiti Earthquake After the earthquake/tsunami in Japan, a university could not immediately account for a professor (and family members) on sabbatical in the region. Any of your students or faculty on board? A 26 year-old American graduate student was attacked by a chimpanzee when leading tours at the Jane Goodall Institute Chimpanzee Eden near Johannesburg where he had secured an internship. Group of 12 students traveled to Haiti with their professors when a massive earthquake hit the country. It took the lives of two faculty members and four students. The school initially released inaccurate communication to family and the press. Staff Recruiter in Mumbai Incident Admissions representative traveled to India for recruitment fairs. Terrorist attack happened at the hotel where the employee was scheduled to stay. Whereabouts of recruiter unknown for several hours.

  3. International SOS Duty of Care White Paper

  4. What I Want to Accomplish Today • Apply the duty of care concept to universities • Share some takeaways from The Duty of Care and Travel Risk Management Global Benchmarking Study (2011) as they relate to educational institutions • Identify specific challenges that universities face with regard to duty of care • Make specific “best practice” recommendations for universities

  5. Duty of Care and University Approved Travel UNIVERSITY CUSTOMERS UNIVERSITY EMPLOYEES Faculty Dependents Students with Faculty Individual Students Administrators & Staff Dependents

  6. The Educational Sector International SOS 2011 Global Benchmarking Study

  7. Global Benchmarking Study: Educational SectorFinding # 1: • Universities are increasingly establishing branch campuses in dangerous (and perceived dangerous) locations around the world.

  8. Global Benchmarking Study: Educational Sector Finding # 2: • Universities have significantly lower risk perceptions than other industries or sectors • Significantly lower perception of risk factors • Terrorism, kidnapping, hijacking, piracy • Lawlessness, violent crimes, threats, opportunistic crime • Organized crime, imprisonment • War, insurgency, political upheaval, coups, civil unrest • Natural disasters • Illness, infectious diseases and pandemics • Travel-related infections • Lack of air quality, rural isolation, language and cultural estrangement • Traffic accidents and airline catastrophes • Hotel fires • Common travel problems (luggage, passport, delays, pickpockets) • Lack of legal/administrative compliance (visa, country entry, immigration)

  9. Global Benchmarking Study: Educational Sector Finding # 3: • Educational institutions and their decision-makers have significantly lower awareness of Duty of Care • Universities have lower duty of care awareness than other sectors/industries • Key decision-makers (HR, Travel, Operations, University presidents) have lower awareness than their counterparts in other sectors/industries

  10. Global Benchmarking Study: Educational Sector Finding # 4: • Universities rate lower than other sectors on all Duty of Care indicators Profit Education Key: NGOs GOs Assessment Tracking

  11. Global Benchmarking Study: Educational Sector Finding # 5: • Universities operate below the Duty of Care baseline

  12. Duty of Care Challenges • All organizations • Lack of awareness among some stakeholders • Many different players involved • Implementation and deployment • Control • Cost • Universities • Greater lack of awareness and know-how • Confuse insurance with assistance • Focus on students but are more vulnerable when it comes to employee risk • Face additional faculty challenges due to dual line of authority • Handle resistance from highly governance-driven, independent faculty

  13. University Best Practice Recommendations • Increase awareness and know how among stakeholders • Bring team together and assess your university’s vulnerabilities • Establish Duty of Care policies and procedures • Track traveling students, faculty, staff and administrative employees • Implement an emergency response system for faculty and students

  14. Annual Conference & Tradeshow • Celebrating 26 years of service to the Collegiate Travel Marketplace Jennifer Hulsey, Director – Travel Management ServicesEmory University DUTY OF CARE AND TRAVEL RISK MANAGEMENT: A TEAM APPROACH

  15. Located in Atlanta, Georgia and Oxford, Georgia • Private university – known for liberal arts and scientific research • Approximately 7,500 undergrads and 6,500 grad students • Including Emory Healthcare, 24,884 employees • Travel spend = $40 mill annually/airfare $10 mill annually/17,397 tickets

  16. Top international travel destinations:Toronto, Paris, Vancouver, London, Hong Kong • But, yet, we also travel frequently to places such as:Georgia, Ethiopia, Haiti, Kenya, India, South Africa, West Africa

  17. Previous Travel Program: Airfare - non-mandatedFrom 2005 - 2010, offered up the selection of Travelocity Business (online bookings), BCD Travel (offline bookings) and Maupin Travel (offline bookings). About 60-70% utilized it voluntarily

  18. April, 2010 mandated agencies for airfare • Main purpose? Feeds PNR’s into International SOS • How did we do it? How did we communicate this? • 95% - 96% compliance now (we do not expect 100% as we allow for certain exceptions)

  19. Some exceptions we allow for?Study Abroad Program – have their own processes

  20. International SOS Call Center Data:May 2010 – April 2011 = 30 inquiriesMay 2011 – April 2012 = 22 inquiriesMay 2012 – July 2012 = 25 inquiries • These “inquiries” can range from seeking medical advice, security advice, legal advice, out-patient service

  21. Hits on the International SOS website by Emory Faculty/Staff or Students:Jan – Dec 2011 = 3,192 website hitsJan – Aug 2012 = 2,672 website hits

  22. Medical Evacuation: In Tbilisi, Georgia, a Professor in our School of Med experienced serious heart issues and needed to be transported to a more appropriate, experienced medical facility. Was transported to Germany for his hospitalization.

  23. Medical Evacuation: Student in our School of Public Health had been in Haiti during the earthquake. Was able to be airlifted out to return back to the States.

  24. Challenges we face?-Faculty and staff do not like the mandate-If change flight directly with the airline or add new one while there, they are off the grid-Hotels typically are not booked via our agencies so are not automatically in traveler tracking through feed

  25. Q&A and Resources: Jennifer HulseyDirector – Travel Servicesjennifer.hulsey@emory.edu lclaus@willamette.edu Laura.angelone@internationalsos.com Claus, L. & Yost, R. (2011) Global View of the University’s Duty of Care Obligations, URMIAJournal. http://irc.nacubo.org/SiteCollectionDocuments/University_Duty_of_Care.pdf

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