Caring for employees is not merely a best practice—it’s a fundamental moral and legal obligation for any organization. In today’s unpredictable world, marked by both local and global emergencies, ensuring employee safety and well-being is more critical than ever. Whether your team members are working from the office, remotely, or traveling for business, having a robust Duty Of Care Program is essential. This program enables organizations to proactively monitor employee locations, swiftly identify those affected during crises, and provide timely assistance.
Here are enhanced strategies to create a duty of care program that truly supports your employees, anytime and anywhere:
1. Establishing a Proactive Crisis Management Team
A dedicated crisis management team is the cornerstone of any effective duty of care program. If your organization already has such a team, ensure you are an active participant, bringing your expertise in employee support and safety to the table. If not, take the initiative to collaborate with key departments, particularly security and HR, to define clear protocols for responding to disasters or emergencies that impact the company and its employees. This team should be cross-functional, including representatives from HR, security, legal, communications, and operations, ensuring a holistic and coordinated approach to crisis situations.
2. Strategic Alignment with Your Travel Management Company (TMC)
Your Travel Management Company (TMC) is a vital partner in your duty of care program, especially for organizations with traveling employees. Engage with your TMC to understand their emergency programs and alert systems, leveraging them as your first line of communication during travel-related incidents. It’s crucial to establish 24/7 support services through your TMC for all global travelers. This ensures that regardless of location or time zone, employees have access to immediate assistance, and the organization can effectively track and communicate with travelers during emergencies. Inquire about their capabilities in real-time traveler tracking, emergency communication protocols, and support services available in various global regions.
3. Developing a Clear and Accessible Emergency Contact Procedure
A well-defined emergency contact procedure is paramount for employees to follow during any crisis. Develop and clearly communicate emergency contact information for employees to use in case of disasters, incidents, or health emergencies. Implement a user-friendly support solution that is easily accessible to all employees, regardless of their location. When working with your TMC, clarify the following crucial aspects of their emergency procedure:
- Internal Escalation Protocol: Confirm your TMC’s process for escalating emergencies within your organization. Who are the designated contacts within the company that the TMC will reach out to when an employee reports an emergency?
- TRM Program Alignment: Ensure that the TMC’s emergency protocols are seamlessly integrated and aligned with your overall Travel Risk Management (TRM) program. This ensures consistency and avoids confusion during critical situations.
Mandate that all employees input their mobile numbers and emergency contact details into their traveler profiles or HR systems. Establish a streamlined “one call does all” system through your after-hours service providers, simplifying the process for employees seeking help during emergencies.
4. Crafting a Comprehensive Safety and Security Policy
A robust safety policy is a cornerstone of a proactive duty of care program. Develop a clear and easily understandable policy that provides comprehensive guidance to employees regarding safety and security best practices. Emphasize the individual responsibility of each employee to maintain awareness of their surroundings and potential risks at all times, irrespective of their location. Crucially, ensure your safety policy extends to cover modern commuting methods, including rideshare services, reflecting the evolving landscape of employee transportation and potential risks associated with these services.
5. Implementing Country-Specific Risk Level Assessments
Understanding the risk landscape of global travel destinations is critical for informed decision-making in your duty of care program. Establish a ‘Country Risk’ rating system – categorizing destinations as Low, Medium, or High risk based on comprehensive risk assessments. Develop a collaborative internal process, involving your security department and senior leadership, to implement travel restrictions based on these risk ratings. Consider country or region-specific travel restrictions, and ensure that travel to high-risk areas is only authorized when deemed absolutely business-critical and with appropriate safety measures in place.
Stat Callout: A significant 38% of business travelers report that the most stressful phase of travel is now during the trip itself, with personal safety and health concerns being primary stressors.
- Wakefield, Global Business Travelers Report, 2022
This statistic underscores the importance of a proactive duty of care program in alleviating traveler anxiety and ensuring their well-being throughout their journeys.
6. Deploying a Robust Employee Tracking System
To effectively fulfill your duty of care, implementing an employee tracking system is essential. Partner with your TMC and/or a specialized third-party duty of care service provider to deploy a system that allows you to know the location of your employees at all times. This is crucial whether they are traveling, working remotely, or in the office. Recognize that certain employee demographics may face heightened risks, including younger travelers, women, and members of the LGBTQ+ community. Your tracking and support systems should be sensitive to these diverse needs and potential vulnerabilities.
See More: Listen to Duty of Care: Protecting Your Travelers Protects Your Bottom Line podcast
This podcast provides further insights into the critical link between employee protection and organizational success through effective duty of care programs.
7. Integrating a Two-Way Mobile Communication System for Real-Time Updates
In crisis situations, effective communication is paramount. Ensure your organization has a reliable two-way mobile communication system in place, utilizing text messaging, email, or dedicated communication platforms. This system should enable your security and risk management team to disseminate critical emergency information, provide step-by-step instructions, and allow employees to easily check in, request assistance, or report their status. The two-way functionality is crucial, enabling a dynamic exchange of information during emergencies.
See More: Read Navigating Business Travel in a Post-Pandemic World
This resource offers valuable context on the evolving challenges of business travel and the increasing importance of robust communication systems within duty of care programs.
8. Considering a Global Medical and Security Support Service
For organizations with a global footprint, partnering with a global medical support service provider is a strategic investment in your duty of care program. Service providers like HX Global specialize in offering comprehensive medical support to employees traveling outside their home countries. These services typically include medical assistance, evacuation services, security support, real-time risk ratings for destinations, and more. For organizations lacking the internal resources or expertise to manage all aspects of duty of care, consider outsourcing these responsibilities to a specialized provider. These experts can monitor, locate, communicate with, and assist your employees on your behalf, ensuring comprehensive coverage and support.
See More: Find a complete list of our duty of care App Center partners here.
Explore these partners to find the right solutions to enhance your duty of care program and ensure comprehensive employee support.
9. Cultivating a Strong Culture of Care and Preparedness
A proactive duty of care program extends beyond policies and systems; it requires cultivating a strong culture of care within your organization. Invest in educating and training your employees extensively on safety and security best practices. Clearly communicate company expectations regarding safety protocols and share practical tips and tricks for safe travel and work practices. Consider tailoring training sessions to address the specific needs and concerns of different employee demographics. Leverage mobile apps and resources that provide up-to-date information on local customs, business etiquette, and safety protocols for various destinations. For travel to high-risk countries, mandatory security briefings and readily accessible emergency contact numbers should be standard practice.
Stat Callout: A significant 62% of travel managers are planning to enhance their tracking processes specifically to bolster employee safety.
- Wakefield, Global Travel Managers Report, 2022
This statistic highlights the growing recognition among travel managers of the critical need to strengthen duty of care programs through improved employee tracking and safety measures.
10. Ensuring Clear, Concise, and Empathetic Communication
During a disaster or emergency, clear and concise communication is vital to avoid confusion and panic. Develop pre-approved communication templates for various emergency scenarios to ensure consistent messaging. Tailor your communications to be informative and reassuring, avoiding language that could cause unnecessary alarm. Establish clear communication protocols and expectations, so employees know how and when they will receive updates and instructions during a crisis. Empathetic and transparent communication is key to maintaining employee trust and confidence in your duty of care program.
With these enhanced strategies, your organization can develop a comprehensive and proactive duty of care policy that effectively manages emergencies and, most importantly, ensures your employees feel protected and supported, whether they are at home or abroad.
Want to dive deeper into your duty of care policy?
Download this checklist to identify potential gaps in your current duty of care program and discover actionable steps to enhance support for all employees.
