2015/2016
Corporate Social
Responsibility
Report.

internationalsos.com1

2015/2016
Corporate Social
Responsibility Report
TABLE OF CONTENTS

Table of contents

1

Statement from Arnaud Vaissié, Co-founder, Chairman and Chief Executive Officer

3

About International SOS4

Our mission and values

4What CSR means to us 

5

CSR Committee

5

CSR Board

6

Corporate overview7

Key services7

Championing healthcare and education

8

Combatting malaria in Africa

8

Continuing support for the Kokoda Track Foundation

9

Raising public awareness of risks to a mobile workforce

9

In the community: Healthcare in partnership with clients

10

In the marketplace: Focus on sustainable operations

11

Risk management practices worldwide

13

In the workplace: Creating a health and equitable environment

14

Attracting young talent - a mutual benefit

16

Duty of Care: Protecting our mobile workforce

17

In the environment: Planning for the future
International SOS Environmental Sustainability Statement

18
19Worldwide activities

19

Asia

19

Australasia

20

United States and Canada

20

Middle East and Africa

21

Europe21

Cover: Hot-air balloon event
fundraiser for Stars and Rain
Autism charity; World Malaria
Day in Luanda, Angola.
Left: Our efforts during Malaria
Day helped purchase 3,400
bednets for children in Africa.

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2

Statement from Arnaud Vaissié
Co-Founder, Chairman and Chief
Executive Officer
Our CSR priorities are set by the CSR
Committee with oversight from our CSR
Board. Our regions and employees are
instrumental at a local level, driving each
community agenda with an emphasis on‘Healthcare & Education.’ There are a few
initiatives to highlight:
United Nations Global Compact: In 2015, our submission to
the Communication of Progress for the United Nations Global
Compact was first approved and later renewed in 2016. In
September of this same year, we took our commitment further
by signing a statement to support the UNGC’s Sustainable
Development Goals (SDGs).
These SDGs – agreed by all 193 United Nations member states
and applicable to all countries – lay out a roadmap over the
next 15 years to end extreme poverty, fight inequality andinjustice and protect the planet.
Malaria: With the majority of deaths from malaria occurringin Africa, our Eastern Europe, Middle East and Africa region
has led a sustained prevention campaign focused on the
African continent. Over the past four years, we have boughtbracelets through United Against Malaria funding 3,475 bednets
that protect over 13,000 children. Additionally, we have run
education sessions, workshops and training in Nigeria, South
Africa, Chad, Ghana, Angola and Mozambique with more than
1,000 people.
Kokoda Track Foundation (KTF): As we have operations in
Papua New Guinea, we support the work of the Kokoda Track
Foundation. This organisation helps provide sustainable aid anddevelopment in Papua New Guinea, one of the world’s poorest
countries. We provide funds, support a leadership programmeand volunteer in PNG to provide public health services there.

Left: Arnaud Vaissié,
Co-Founder, Chairman
and Chief Executive Officer.

Duty of Care and Thought Leadership: We work to fulfil our
Duty of Care responsibilities towards our staff who travel andwork in remote places. With a focus on prevention, we haveprogrammes in place to educate employees before travel,
track and communicate with them in incidents and provide
emergency support. We develop Thought Leadership on
Duty of Care and Travel Risk Management. In 2016, we helped
the British Standards Institution create its Publicly Available
Specification (PAS) Code on ‘Travelling for Work’. We are also
the world’s first organisation to be certified in accordance with
the newly published ISO 13131 Guidelines on TeleHealth services.
AIESEC: We aim to help young graduates obtain the work
experience they need to start their careers. We work with
AIESEC, the world’s largest youth-run organisation, providing
young people with leadership development and cross-culturalinternships. In total, 47 AIESEC interns have taken roles with us
and 19 have gone onto permanent positions at the company.
We have made continuous improvements to ensure our CSR
standards are embedded in our behaviours and work standards.
We remain focused on employing sustainable and ethicalpractices in the marketplace, in the workplace and in theenvironment across the group.

Arnaud Vaissié
Co-founder, Chairman
and Chief Executive Officer

Below L-R: Public health services
in Papua New Guinea;

World Malaria Day,
International SOS Clinic Pemba,
Mozambique.

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2015/2016 Corporate Social Responsibility Reportinternationalsos.com

AboutINTERNATIONAL SOS
International SOS (internationalsos.com) is the world’s leading medical and travel security
risk services company. We care for clients across the globe, from more than 1,000 locationsin 90 countries.
Our expertise is unique: more than 11,000 employees are led by
1,400 doctors and 200 security specialists. Teams work nightand day to protect our members.
We pioneer a range of preventive programmes strengthenedby our in-country expertise. We deliver unrivalled emergency
assistance during critical illness, accident or civil unrest.

We are passionate about helping clients put Duty of Care into
practice. With us, multinational corporate clients, governments
and NGOs can mitigate risks for to mitigate risks to their people
working remotely or overseas.

Our mission and
VALUES
Our Mission is to pioneer the international medical & travel security risk services sector.

OUR VALUES• Passion: We work with passion, entrepreneurial spirit andteamwork to serve our clients and people.
• Expertise: We are committed to apply our professional
expertise to deliver the highest quality of service to
our clients.

Above: Flight doctor and patient, Johannesburg.
Right: Beijing Assistance Centre.

4• Respect: We treat all our global, diverse stakeholders withrespect and deliver on our commitments with the highest
integrity to earn trust.

• Care: We compassionately care about the interest of ourclients, members and employees to make a real differencein people’s lives, globally.

What Corporate
Corporate Social
Social Responsibility Responsibility
means to us
COMMITTEE
Our corporate social responsibility activities
demonstrate a commitment to maintaining
globally sustainable operations. Our
philosophy for corporate citizenship focuseson ‘Healthcare and Education’ to look after
the wellbeing of our employees and thecommunities around where we operate. It also
extends to ethical conduct in our dealings
with suppliers, clients and other stakeholders.

Our CSR Committee meets regularly to advise on and set our
CSR priorities. Its work includes a broad range of activities
affecting our workplace, marketplace, communities, humanrights and environmental initiatives. Members include:
Jennifer Westen
Committee Chair & Group Director, HR, Singapore
Kai Boschmann
Committee Vice-Chair & Chief Marketing and Communications
Officer, London
Rebecca Hackworth
Committee Secretary & Sr. Group Communications Manager,
LondonThierry Dardare
Committee Member & Chief Finance Officer, Europe
Martin Bustarret
Committee Member & Regional General Manager, Southern
EuropeCindy Cheng
Committee Member, CEO, International SOS China andHK(SAR)
Rebecca Malzacher
Committee Member & Director, Marketing, Australasia
Dr Philippe Guibert
Committee Member & Regional Medical Director, Asia

Above: Glucose Check, Malaysia.

Karel Van De Pijpekamp
Committee Member & Managing Director, Northern Europe
Samuel ChauffailleCommittee Member & General Manager, Assistance, Asia

Below: Dr Pedro Kamong
teaches Australian Year Fivestudents about public healthin Papua New Guinea.

Jennifer Westen
Committee Chair

Kai Boschmann
Committee Vice-Chair5

2015/2016 Corporate Social Responsibility Reportinternationalsos.com

Corporate Social
Responsibility
Board
The Committee reports to our CSR Board, who meets
twice a year and updates our Executive Committee.
The CSR board includes:

Arnaud Vaissié
Co-founder, Chairman and Chief Executive Officer
Dr Pascal Rey-Herme
Co-founder and Group Medical Director
Laurent SabourinGroup Managing Director
Dr Myles NeriGroup Medical Director, Medical Services
Greg TannerGroup General Counsel

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Below clockwise from top left: Picture from ‘Paint with Love’, Pertapis
Children’s Home, Singapore; Building a ‘Tippy Tap’ for handwashingin Papua New Guinea; Donating medical supplies in Papua New Guinea;
Volunteering at Pertapis Children’s Home.

Corporate
OVERVIEWThis report comprises the corporate social responsibility activities of International SOS,
its subsidiaries and brands, including: MedSupply International, RMSI, MedAire, IHC andAspire Lifestyles for January 2015 through September 2016.

KEY SERVICES
International SOS worldwide footprint:• 96 offices organised into six regions• Assistance: Pre-travel advice, assistance abroadand emergency help.

• Medical: Information, advice and analysis; occupational• 67 clinics• 26 Assistance Centres• 900 remote site projects in 90 countries(including 300 offshore locations)health services; remote site and topside support; staffing;training; supplies and facilities; consulting; and managed
healthcare services.

• Travel Security: Information, advice, training
and consulting.

• Clinics: Urban and remote site facilities.
CLIENTSSECTORS• 10,000 corporate clients• 68% of Fortune Global 500• Corporate (Finance,companies

Technology, Healthcare,
Manufacturing, etc.)• Technology: Traveller-tracking; eLearningand telemedicine.

• Other services include: Concierge and customer-caresolutions.

• Oil & gas• Offshore• Mining• Infrastructure• Luxury yachts• Aviation• Maritime• Non-profit• Government• Scholastic

Below L-R: International SOS TeleHealth services;
International SOS Clinic Talatona, Angola.

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Championing healthcare
AND EDUCATION
Efforts to educate and prevent cases of malaria, work with the Kokoda Track Foundationand support of London Air Ambulance.

Combatting Malaria In Africa
Progress is being made in the fight against malaria, a preventable disease. But it is still a major
challenge. The WHO states that 3.2 billion people remain at risk. In 2015, there were 214 million
new cases of malaria with 438,000 malaria deaths. The majority of cases occur in Africa.
Our Eastern Europe, Middle East and Africa region continued
to play its part in building awareness and promoting healthy
practices. Year by year, we have increased our support for
United Against Malaria, by buying bracelets from the Relate
Organisation. These proceeds go towards the purchase of
mosquito nets. In the past four years, we have bought nearly
14,000 bracelets which helped fund 3,475 nets, protecting
over 13,000 children. An extra benefit is that the bracelets
are handmade in Cape Town, which offers job opportunities
to the local community.
Malaria Week in Africa continues to be a major focus of ourmany activities, involving our staff, clinics, clients and local
communities. We produced a range of educational materials
including posters, pocket guides and playing cards. We held

Below L-R: Promoting malaria education in Angola;
World Malaria Day, Lagos, Nigeria.

8presentations and quizzes and presented education to help
prevent infection.
As part of our outreach to local communities, in Chad,we visited the NGO ‘SOS Children’s Village’. We gave apresentation on malaria to the children, plus a donationof 3,000 Euros collected from our staff in Chad and Dubai.
We also work closely with our clients on malaria prevention.
Numerous workshops were held across Ghana, the DRC andelsewhere, often at remote client locations. In the DRC, over
750 employees attended a presentation on preventing malaria,
presented by International SOS doctors.

CONTINUING SUPPORTFOR KOKODA TRACKFOUNDATIONRAISING PUBLIC
AWARENESS OF RISKS TOA MOBILE WORKFORCEIn PNG, the majority of the population still
live in isolated, rural areas with little orno access to basic services. The Kokoda
Track Foundation (KTF), our preferredregional partner, is working to provide
those indigenous communities with accessto education and health services. It also
encourages the development of sustainablebusinesses and runs a leadership programme.

We produce extensive information and advice
on the risks faced by mobile workforces. Thisis used by organisations to help them meettheir Duty of Care obligations to their staff,
and by individual workers. As part of ourcommitment to CSR we are making more ofthis information publicly available including:We support KTF in a number of ways:• As well as the annual company contribution we give, many of
our employees offer a monthly donation to KTF. We also raise
funds through morning teas and at an annual dinner in aid of
KTF, held in Sydney.

• We give hands-on help to the KTF leadership programme
which aims to identify the next generation of leaders. We
host students in our Sydney office, providing them with work
experience and mentoring.

• KTF, in conjunction with the national and provincial
authorities in PNG, has a School of Health to train healthworkers. A number of our medical staff volunteer there
to provide training.

Above L-R: Child in Papua New
Guinea; Dr Patricia Rarau,
Nossal Scholar.

Below: Dr Oriol Mitja working
to eradicate YAWs.

• In 2015, we published our Travel Risk Map. It rates variablelevels of medical and travel security risks across the world.
It is the world’s first map to cover both types of risk.

• A map showing territories affected by the Zika virus
is available on our pandemic preparedness website,plus other news about the virus.

• We often hold advisory webinars in response to major events
including Middle East respiratory syndrome coronavirus (June2015) and the Brussels terrorist attacks (March 2016).

• We frequently share advice via social media.
We helped the British Standards Institute (BSI) create
its Publicly Available Specification on ‘Travelling for Work’.
It provides detailed guidance on preparing for and dealing
with, incidents that might occur when workers travel.
Likewise, we assisted in the preparation of communications by
the independent, not-for-profit organisation, the International
SOS Foundation. The Foundation, together with the Institutionof Occupational Safety and Health (IOSH), has developed
a detailed guidance on ‘Managing the Safety, Health andSecurity of Mobile Workers’. It includes innovative advice on
how to protect those who may face particular risks whentravelling including: women, LGBT workers, students, older
people and those with disabilities.
Left: Travel Risk
Map 2017.

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In the community:in partnership with clients
Not only do we focus on our own corporate citizenship, but we also help our clients meettheir corporate social responsibility objectives. We do this by providing public health expertiseat mining sites to reduce the health impacts projects have on the local communities.
Mining projects are often in remote areas with endemic
infectious illnesses, lack of clean water and limited healthand transportation infrastructure. Diseases such as malaria,
tuberculosis, cholera, STIs and HIV, filariasis and YAWs canbe rife.

International SOS carries out baseline studies to benchmark
rates of infection, develops control methods, sponsors
education and monitors effectiveness. These initiatives
significantly reduce the incidence of infectious diseases
and benefit many people working on and around the sites.

Our client programmes include:
CountryType of Programme

Details

Democratic Republic of Congo

Integrated malaria control
programme

Started in 2007, workforce and community vector control programmes

Ghana

Integrated malaria control
programme

Started in 2007, workforce and community vector control programmes

Indonesia

Public health management
programme

Technical advisory services

Indonesia

Public health and malaria control

Malaria, tuberculosis, STI/HIV and health promotion

Papua New Guinea

Public health management
programme

Established in 1998 includes: Mother and child healthcare, malaria,
filariasis, HIV, tuberculosis and yaws control

Below L-R: Community health event in Angola for World Heart Day;Dr Pascal Rey Herme at Pertapis Children’s Home in Singapore.

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In the marketplace:focus on sustainable operations
International SOS has been in business over 30 years. During this time, we have taken a long-term view to creating sustainable
operations so we are competitive and provide a livelihood for our employees. Below are a number of our business practices which
contribute to our sustainability in the global marketplace.

Initiative

Significance

Details

Global Quality Charter

Continual evaluation toensure high customer
satisfaction

The Global Quality Charter ensures that we deliver excellent healthcare, concierge
and security assistance services to our clients.
To ensure the highest level of commitment from International SOS, the charter is led
by our Group Chairman and CEO and Group Medical Director.
This quality plan integrates our quality management system into the routine work ofeach Assistance Centre. It focuses on eight principles: Governance leadership, client
focus, partnerships, continuous improvement, staff engagement, professional knowledge,
information management and standardised work practices.
Quality control measurements include: Internal and external audits, clinical governance,business process review, customer and staff feedback and incident management.

ISO 9001:2008
certification of key
facilities and operations

Demonstrated
commitment to operateconsistently andefficiently

Our global ISO 9001:2008 certification includes all our business lines and International
SOS registered companies. This distinction includes: Assistance Centres, Remote
Medical Sites, Clinics, MedSupply, Health Care Services and Travel Security Services at
International SOS worldwide.
It also covers our concierge and lifestyle platforms at Aspire Lifestyles.
Our certification is through the Swiss Association for Quality and Management Systems,
selected due to the medical expertise of their auditors.
We also have ISO/IEC 27001:2013 certification demonstrating our commitment tosecurity best practices for customer data.
We are also the world’s first organisation to be certified by the newly published ISO 13131
Guidelines on TeleHealth services. This certification was awarded by British Standards
Institution. It addresses several practices: The consistent delivery of remote medical
assistance, clinical governance and quality management protocols, the ability to meetlegal requirements and the protection of patient data and information.

Audit and accredit
third-party providers in
our Global Assistance
Network

Continual evaluation andsurveys to ensure theintegrity of our service
providers

We maintain details on 72,000 independent third party providers: Hospitals, physicians,
air ambulances, dentists and security practitioners in our Global Assistance Network toservice the needs of our clients.
Routine data and credentialing maintenance are completed pursuant to stringent
guidelines and in compliance to KPIs per provider type and rank. Central reports
facilitate the monitoring of compliance.
Our objective is to ensure that third-party provider data shared with members andclients is up to date, accurate and reliable, and that these providers operate within
the legal requirements of the given country.

Data Protection policy

Establishes how wecollect, handle, store
and process personal
data (including medicaldata) in accordance with
regional and international
regulations

Our customers entrust us with sensitive personal data such as medical data.
We recognise our reputation and ability to serve our customers is dependent
on how we protect their personal data.
We have established a data protection steering committee responsible for the policy,
procedures and operating standards to ensure compliance with changes in law, bestpractices among multinational companies, recommendations published by governments
and aligned to technological developments.
We expect our service providers to handle data in a similar way.
Our data protection policy goes beyond the requirements of the law. It complies with:• Laws in the countries where we do business• United States’ Safe Harbour Framework and relevant provisions of HIPAA• Binding corporate rules sanctioned by the European community’s data protection
authorities
Within 30 days of joining, all employees are required to receive eLearning on our dataprotection policies.
Contractual commitments to our customers include:• Authority and accountability for data protection• Identify purposes for collecting personal data.
• Consent of data subject• Collection limitations and accuracy

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Initiative

Significance

Data Protection policy(cont.)

Details• Limiting use, disclosure, retention and destruction• Security• Openness• Individual access and correction• Challenging compliance• Transfers to a third-party and cross-border personal data flow.
PCIS (Payment Card Information Systems) Level 1 Compliance is part of Aspire
Lifestyles platform.

Information Security
policyBest practices andindustry standards tokeep information safe
and secure

We recognise that information both in electronic and non-electronic forms need
to be protected from a range of threats to ensure business continuity.
Our information security policy covers communications, technology, electronic
information, software and hardware. Our policy and procedures are developed
via our Data Protection Steering Committee.
All employees and contractors of International SOS must comply with policy
specifying:• Alliance to ISO/IEC 27002 standards.
• Background checks and security clearances for key and specific positions.
• Organisational security, systems development and maintenance, access control
and compliance.

Business Continuity
Planning (BCP)

As a medical andsecurity assistanceprovider, our clients andmembers require us tobe fully operational inemergencies

All 26 Assistance Centres:• Seamlessly divert calls and cases from one assistance centre to another in an incident• Perform IT backups daily• Have uninterrupted power systems in place at all locations• Conduct disaster recovery testing at least twice a year
• Updated BCP plans annually and perform mock scenarios to test readiness during:- Infrastructure failure- Single facility disaster- City-wide disaster- Surge in demand- Threat to reputation- Individual employees in danger- Influenza pandemic
Evaluation andAccreditation of ourMedical Suppliers

Ensures the integrity of
our medical supply chain

Our global policies and procedures require that our medical suppliers:• Are reviewed every 12 months.
• Are compliant with all applicable licensing regulations.
• Are audited to ensure licensing compliance, good distribution practices andtraceability including the quality of products and recall management.

Data Retention andArchiving policy

Best practices andindustry standards
followed

All employees of International SOS must comply with policy specifying:• Retention of data
• Exceptions to the retention period• Archival of digital and paper-based media.
• Destruction methodology for CR-ROMs, DVDs, Tapes, mobile devices,
portable drives, database records, backup files, hard drives and paper.
• Enforcement and reporting breaches.

Security policy

Comprehensive
procedures to ensure thesecurity of our facilities,
personnel, informationand equipment

Our policy addresses:• HR security• Asset management• Cryptography• Physical and environmental security• Communications security• Information systems acquisition• Maintenance and review• Supplier relationships• Incident management• Business continuity• Compliance• Security of personnel.

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Our procedures define physical security: Access, responsibilities, access cards
and keys, employee identity, visitor badges and display of badges.

Initiative

Significance

Security policy (cont.)

Details
Additionally, it sets out Information Security: Document security, clean desk andscreens, printer security, secure destruction, IT access controls, transmission ofsensitive information, encryption and password protection and security of mobile
devices and laptops.
Our policy outlines personal security, after-hours security, workplace violence
and threats, pre-employment screening and separation procedures.
The policy also describes the enforcement and reporting requirements.
All office-based employees are required to complete the International SOS
Security e-learning training course.

Incident Reportingand Management

Processes andprocedures for reportingand management of
Incidents and Near
Misses.

We report on Incidents and Near Misses to monitor and better understand and address
the risks that may affect our business.
An Incident is an unplanned event that causes or has the potential to harm any company
personnel, asset (including information, finance, or reputation) or our environment.
A Near Miss does not cause damage but had the potential to do so.
Staff are required to report all Incidents and Near Misses.
Non-clinical and clinical incidents are reported in separate systems.
We conduct a risk assessment to decide on which risks need immediate remediation andwhich can be managed less urgently. Risks to the business are rated and entered into ourrisk register.
Risks comprise: Clinical risks, security risks, information security risks, health and safety
risks, business continuity risks and compliance risks.
Risks are reviewed quarterly at a regional level or as work practices or situations change
by appropriate business units.

Safeguarding of Children
and Vulnerable Adults

Policy to protect humanrights.

Safeguarding is a priority reflecting our focus on human rights. Many countries havecompliance requirements to protect and promote the rights of people who use healthservices.
We recognise that we have a key role in safeguarding children and vulnerable adults
within the context of delivering our services.
Our safeguarding policy applies all staff working for the International SOS group ofcompanies.
Our policies and related procedures cover: Recruitment, Incident Escalation, Disciplinary
Procedures, Consent and Compliance with Local Laws.

Risk management practices worldwide
The International SOS business is complex, with three
distinct business lines and a global spread of operations.
This complexity heightens the importance of our risk
management processes, which have continued to mature overthe past 12 months with our focus on risk assessment, incident
reporting and management, external certification, business
continuity planning, and physical and data security controls.
As well as facilitating business resiliency, this helps protect ouremployees, clients and the environments in which we operate.
Over the past year, we have managed over 600 incidents.
An incident is any event that can have an impact on ourpeople or our business. It could be a trip, fall or any other injury,
the loss of a laptop, loss of data, an equipment malfunction or
any other event. Each one is assessed to determine its cause
and its actual and potential severity. We identify any lessons
learned, adjust our policies and procedures to minimise the risk
of future repetition, and improve our preparedness to respond.
We also carry out twice-yearly regional reviews to identify any
particular incident trends.
As well as continuing to build and improve our systems, we
educate and train our employees to raise their awareness of,and ability to respond to, all incidents.

Below L-R: Travel Risk Mitigation employee eLearning; Launching the
BSI PAS ‘Traveling for Work,’ a new international guidance to mitigate
risk for mobile employees.

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In the workplace: CREATING A HEALTHY
AND EQUITABLE ATMOSPHERE FOROUR EMPLOYEES
Simply put, we want to ensure that International SOS is a healthy and positive environment
where employees can put their talents to best possible use. For this high employee
engagement is important as is enabling ethical conduct, diversity and inclusiveness in the
90 countries where we operate. Similarly, we also aim to exceed our Duty of Care obligations
to our workforce both in the home office and when they work on an assignment. We haveindustry-leading systems and practices to prevent illness, injury and security incidents from
affecting our employees.
Initiative

Significance

Details

Code of Conduct andEthics Policy

Sets ethical conduct for
all of our employees.

Our policy includes:• Standards for honest and ethical conduct• Compliance with local and national law and regulations• Conflicts of interest• Legal compliance• Discrimination and harassment• Fair dealing and integrity• Information security and data protection• Workplace health and safety• Open door policy• Whistle-blowing and reporting unethical behaviour.
Within 30 days of joining all employees are required to undergo eLearning on our Codeof Conduct and comply with the policy.

Individual Rights policy

Outlines the rights of
employees in compliancewith local laws.

By providing employment, training healthcare and other benefits, we directly contributeto the wellbeing of individuals in the places where we operate and contribute tosupporting individual rights.
Our Individual Rights policy includes our:
• Approach and respect for communities and peoples living near our operations• Declaration not to employ child, forced or bonded labour• Compliance with labour laws in the countries we operate in• Statement of International SOS’ political neutrality• Aims to employ people without discrimination on the grounds of age, ethnic or social
origin, gender, sexual orientation, politics or religion• Prohibition of sexual harassment. We strive to create awareness on acceptable andunacceptable behaviour• The expectation of service providers to respect the rights of their employees• Respect for the privacy of information provided to us by employees, customers andservice providers• Commitment to provide fair and equitable remuneration to attract and retain the besttalent in the industry.
Within 30 days of joining all employees are required to read and comply with our
Individual Rights policy.

Cross-border travel
policies and procedures

Policies and procedures
to meet our Duty ofCare obligations to ouremployees when they
travel and work abroad.

We have robust cross-border travel policies and procedures to protect our workforce
aboard.
We dynamically assess travel security and medical risk for hundreds of countries andcities worldwide and assign risk ratings.
All employees travelling abroad are required to obtain approvals.
We track employee travel in our TravelTracker system. Employees are encouraged to use
our Assistance App and check in on arrival.
Employees are covered by our assistance services when they travel on business.
For travel to medium to extreme risk locations employees are required to:• Use our Travel Risk Assessment tool with specific advice on the standards that must
be applied for the trip.

14• Acknowledge they have received and read a pre-travel briefing on health and security.
Employees are required to comply with any and all required security and safetymeasures.

Initiative

Significance

Cross-border travel
policies and procedures(cont.)
Occupational Health and
Safety policy (OH&S)

Details
Personnel travelling in vehicles (including all drivers and passengers) must wear
seatbelts at all times when the vehicle is in motion.

Governance on OH&S at
all facilities

All employees are required to comply with our OH&S management standards.
This includes:• Complying and conforming with local OH&S standards. Where local law fails to provide
an adequate standard, we apply our higher-level standards.
• Adherence to International SOS’ contractual obligations in regards to OH&S matters.
• Implementation and communication of OH&S standards procedures and processes
so we can maintain the occupation health and safety of employees.
• Creating and implementing an emergency preparedness and response programme
to ensure the adequate control of an emergency situation.
• Appointing qualified and competent people to train and set standards.
• Reporting and auditing all occupational health, safety accidents and incidents with
the intent to create and implement corrective and preventative actions to prevent
reoccurrence.
• Continual improvement and best practices for OH&S.
• Formal management review and evaluation of OH&S activities.

Global Engagement
SurveyA global programme
to track and improve
employee engagement.

We seek to have motivated employees who enjoy their work and contribute to thesuccess of our company.
To learn how to improve this, we run engagement surveys to examine employee attitudes
on job satisfaction, company loyalty and advocacy, having the right tools and equipment
to do their jobs, work/life balance, internal communications, career and learning
opportunities and relationships with peers and management.
In 2016, areas to be enhanced included improving the tools and systems so employees
can work more efficiently and career development. Employees and senior management
have formed work groups and are committed to improving engagement levels.

Employee assistanceprogrammes

Wellness programmes

Many sites have
employee assistanceprogrammes as part ofbenefits.

Employee assistance programmes support staff with personal issues including major
life events, financial and legal concerns, substance abuse, emotional distress, healthcare
concerns, work, family and other concerns.

Many sites encourage
wellness and healthpromotion

We take an active role to reduce the impact of Non-Communicable Diseases (NCDs)
in our workforce. Healthy lifestyle and behaviours to promote stress reduction, exercise
and a balanced diet can help prevent NCDs.

In 2016, we formed a partnership with Workplace Options, a leading Employee
Assistance Provider, to provide these services to our staff on a global basis.

At many offices we encourage or offer:• Sports clubs, walking and exercise promotion• Healthy eating• Vaccination• Smoking cessation• Bicycle riding/commute to work
• Provision of healthcare.
Diversity and inclusion

Active encouragement ofdiversity and inclusion in
our employees

We actively look to increase and promote diversity within our internal talent pools.
Our diversity committee benchmarks our attitudes on diversity and on how we can
improve. One area of focus is gender diversity. In 2016, we ran an internal campaign
for International Women’s Day featuring a Q&A of over 30 female leaders aroundthe business.
We also offer unconscious bias and cultural awareness training to cultivate diversity
and increase sensitivity.

eLearning

Continual employee
development andtraining initiatives.

International SOS requires employee eLearning including:• Code of Conduct and Ethics• Data Protection• Security Procedures• Pandemic Influenza
Specific departments and functions also have additional annual eLearning requirements.
We have developed 173 courses eLearning courses in total.

Other training anddevelopment

Mandatory CPR anddefibrillation training andon-the-job education
required

We strive to improve our employees’ skills and competencies through regularperformance reviews, recognising potential, offering training, coaching and otherprofessional development opportunities.
All employees are trained in Basic Cardiopulmonary Resuscitation (CPR) and the useof Automated Electrical Defibrillators (AEDs).
Medical staff are required to maintain training requirements as part of licensing
requirements.
Assistance Centre induction training is a minimum of six weeks and employees are
required to undergo two additional sessions per year.

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Initiative

Significance

Details

Open Communication
Guidelines

Structure work
environment toencourage open,
non-hierarchicalcommunications

Our guidelines for managers and employees encourage continual, open communication
across all levels of the organisation, feedback, and discussion about any matter ofimportance to an employee.

ATTRACTING YOUNG TALENT – A MUTUAL BENEFIT
We are keen to offer young graduates the opportunity to gain international experience and develop their leadership potential.
For more than three years, we have been working in partnership with AIESEC, an independent, not-for-profit organisation run
by students and recent university graduates. It acts as a global platform for young people to explore and develop their potential.
We work together to identify and select those members who want to spend time at International SOS as paid interns.
We currently have 13 AIESEC interns in the business. In total, 47 have spent time with us, and 19 have stayed on in permanent
positions. AIESEC interns have taken on roles across the business: in HR, Operations, IT and Finance. Each year we employ
a member of AIESEC as a Global Coordinator to manage the partnership between the two organisations and help in theselection process.
The partnership with AISEC is mutually beneficial. The interns gain deep experience working at an international company.
Their roles are designed to ensure they encounter different challenges and provide them with clear responsibilities andlearning opportunities.
We gain the benefit of building our long-term talent pipeline and increasing diversity within the company.

More about AIESECAIESEC (pronounced eye-sek) describes itself as ‘a global network of young leaders under the age of 30 who strive to better
themselves and the communities around them. Its members are interested in world issues, leadership development, cultural
understanding and experiential learning.’
AIESEC was founded in 1948. It is now present in 126 countries and territories. Since its inception, AIESEC’s operations havebeen solely managed by students and recent graduates. Its ‘by students, for students’ mantra even extends to its global
leadership team which is elected annually by the members. Members of AIESEC are known as ‘AIESECers.’

Below L-R: Promoting World Malaria Day;
AEISEC interns and former AEISEC graduates.

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Duty of Care:
Protecting
our mobile
workforce
Our business focuses on how we can help
clients fulfil their Duty of Care responsibilities
and manage travel, health and security risks.
The tools, information and advice to protect
clients are also used to mitigate risk toour staff.
We have a robust approach to manage threats with wellestablished escalation procedures to ensure serious incidents
are dealt with swiftly and at the right level.
Our international, in-depth assessments of Travel Risk provide
a detailed picture of medical and security risks, country bycountry, together with rankings of risk levels. Before leaving
for any destination, employees can access information on any
matters that could affect them. This includes current politicalor religious issues, high-crime areas, potential disruptions,recommended modes of transport and any local customs
they need to be aware of. From a medical standpoint, they are
informed about all vaccinations required, the level of malaria
risk and what precautions to take, and other relevant healthrisks or diseases.
Those going to higher risk destinations receive increased levelsof support, both before departure and throughout their timeaway. Preparation includes verbal briefings and detailed reviewsof travel plans, hotel vetting and other advice specific to thedestination. During their time away mobile workers benefit
from the same assistance we have developed for our clients:
TravelTracker, the Assistance App and access to our global
support systems. They can seek information and advice at any
time and, as appropriate, we can monitor their progress.
Below L-R: Hiking the Kokoda Track Trail to fundraisein Papua New Guinea; Health promotion in Myanmar.
Right: Volunteering at Pertapis Children’s Home, Singapore;
Art from Children’s Home, Singapore.

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In the environment:
Planning for the future
We are committed to meeting international environmental best practices for employees,
customers and providers that are consistent with, and appropriate to, our business activities
and operations worldwide.
Initiative

Significance

Details

Environmental policy

Governance on ourenvironmental standards
at all facilities

All employees are required to comply with our environmental standards. These include:• Conforming with local environmental standards; where local law fails to provide anadequate standard, we apply our higher-level standards.
• Reporting and auditing all environmental accidents and incidents with the intent tocreate and implement corrective and preventative actions to prevent reoccurrence.
• Striving to reduce consumption of energy and other resources.
• Initiating a formal management review process based on assessments of theenvironmental impacts our activities and those of our operations may have, to improve
our performance and to ensure continual improvement.
• Fostering awareness and respect for the environment to ensure optimal environmental
protection in everything we do.
• Requiring suppliers and contractors to adopt similar standards and demonstrate
visible and sustainable environmental management practices in the execution of theiractivities.

Environmental practices

Practices to reduce
paper usage, encourage
recycling and minimiseelectricity consumption

Our environmental practices vary by facility. We strive to reduce waste, paper andelectricity consumption and recycle where possible.
Most of our facilities:• Print in black ink by default.
• Donate and recycle electronics.
• Recycle plastics.
• Properly dispose of hazardous materials like paints and solvents.
• Use washable cups and plates instead of disposables.
We aim to reduce paper consumption by:• Deploying electronic management systems for operations management, humanresources management and financial management replace paper-based workflow
processes. We continue to make efforts to move away from paper-based workflows
and processes and to meet or exceed all relevant regulatory requirements.
• Reusing envelopes and boxes for storage, providing for the collection of paper forrecycling, reconsidering the necessity of printing or copying documents, using doublesided printing and copying, ensuring compliance with information security guidelines,
and reusing paper printed only on one side for drafts.
• Encouraging the use of electronic communications such as websites, e-newslettersand social media rather than paper-based media.
We aim to reduce electricity consumption by:• Maintaining air conditioning systems so they are more energy efficient. Our generalrecommended indoor temperature is between 23 and 26°C.
• Reminding employees to switch off the lights when they leave their workplace or
meeting room, and only use lights when necessary. We also encourage the use ofenergy-saving lighting systems.

Medical waste
management

Measures to reduce
medical waste

Below: Chiswick Park, London UK.

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We have procedures in place at facilities to ensure waste disposal does not pose any risk
to public health.

International SOS Environmental Sustainability Statement
International SOS aims to embed sustainability practices into ourbusiness in order to reduce its impact on the environment and to
make sustainability an integral part of its way of operating.
International SOS recognises that we have a responsibility to our people,
our customers and the communities we operate in. The way we operate

has an impact on the environment and we want to integrate sustainability
best practice into our decision-making and business activities worldwide.
We will seek to minimise adverse environmental impacts throughcontinual improvement in our environmental processes by committing
to the five following key areas (in alphabetical order):1. Communication: We will communicate our sustainability statement internally and externallya. Employee engagement: We will encourage and promote environmental awareness amongst our staff through information, instruction and training.
b. Client engagement: We will share our sustainability statement, plans and strategies with our clients and, where appropriate, encourage ourclients to support our environmental and sustainability strategies.
2. Energy efficiency: We will include environmental considerations such as energy efficiency into the acquisition, design and operation of all ourbuildings & appliances where practicable.
3. Law and regulation: We will comply with all laws and regulations relating to the environment.
4. Procurement: We will take into account the environmental credentials of suppliers when awarding contracts and consider environmentally
responsible alternatives to products and services which we procure.
5. Waste management: We will manage our waste efficiently and will seek to reduce, reuse and recycle wherever possible.

We will periodically revise our sustainability statement to ensure thatit continues to meet standards.
Our CSR Committee is responsible for devising and updating thecompany’s sustainability statement and for ensuring that the necessary

resources and processes exist to facilitate its achievement. It is also the
responsibility of each and every employee to practice the commitmentsof our sustainability statement.

Worldwide
Activities
During 2015-2016, we have continued with a variety of CSR activities in ‘Health and Education’throughout the regions where we operate. Many build on activities begun in the previous year;
others are new. Here are highlights from each region:

ASIA
Singapore

Myanmar

The Pertapis Education and Welfare Centre provides housing
and social support to marginalised people and children
in Singapore. Our Group Exco and other staff have given
enthusiastic support to this charitable cause raising over
SGD $43,000 for the Centre.

Our efforts here centre around helping orphans, taking themon day trips and donating colouring books, stationary, pens
and toys.

We also work with RSVP – The Organisation of SeniorVolunteers dedicated to promoting volunteerism among seniorcitizens. They run nine community service programmes, ranging
from befriending lonely seniors to providing a guiding service
at hospitals and teaching IT skills to elderly people. We raisemoney for RSVP through office collection boxes.

South Korea
Since November 2014, we have held five events in partnershipwith the Korean Red Cross Volunteer Centre. Staff members get
together to bake bread and other items which are sent to thesocially disadvantaged groups in our community (low-income
seniors, children, multi-cultural families and North Korean
defectors).
We work with groups of children to make ‘Quiet Books’ fromkits we buy from the NGO, Promise and send these to children
in underdeveloped countries.
In June 2016, our employees spent a day helping out at the
Sarangmaru Elderly Care Center. They provided hands-on carewith daily events including eating, washing and taking part incommunal activities.

2015/2016 Corporate Social Responsibility Report

Our doctors also presented at local schools on hygieneawareness, dental care and hand-washing.

Philippines
International SOS Philippines supports and raises funds for the
Tahanan ng Pagmamahal children’s home. This organisation
provides care, shelter, and education to orphaned, abandoned
and neglected infants and children from ages one to 18. We
helped provide Back-to-School kits for the children and nappies
for the infants. Employees also conducted reading programmes
for the children.

China
Our Beijing office focuses its charitable efforts on helping Stars
and Rain, China’s first NGO dedicated to autism awarenessand support. We conduct fundraising and support the charity
throughout the year. Since it began in 1993, Stars and Rain has
helped over 6,000 autistic children and their families. Stars
and Rain provides parents with a unique training course togive them the skills they need to educate their children. It has
also opened a home for six teenagers with autism and related
disabilities.

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AUSTRALASIAUNITED STATESAND CANADA

The company and staff in International SOS Australasia arevery committed to supporting the people of Papua New
Guinea (PNG), one of the world’s poorest and least developed
countries. We have had a significant partnership with the
Kokoda Track Foundation (KTF) for a few years (see the article
on pg 9).

Helping the Hungry, and Others
In the USA, our main CSR focus is on hunger, especially forfamilies and children. We help address the growing problem
of food insecurity by supporting food banks.

Other support for the people of PNG includes the sponsorshipof two awards: The Westpac Outstanding Women Award and
The Men of Honour Award.

In 2015 and 2016, each of the US and Canada office locations
ran a food drive to celebrate the Group’s 30th anniversary;
donating more than 3,500 lbs of food pantries in Houston,
Edmonton, Alexandria, Boston, Philadelphia and Jersey City.

In the field of public health in PNG, we promote blood drives
and the distribution of birthing kits to help women give birthsafely.

In Canada, a key CSR activity is the Christmas Stollery Gift
Exchange. Each year our Edmonton office employees donatea wide selection of toys to the local Stollery Children’s Hospital.

Our support for the Nossal Scholarship for Global Healthcontinues. The Nossal Institute and the University of Melbourne
award the Scholarship to a PNG student of medicine or publichealth. We have been funding this scholarship since its
inception. The first recipient, Patricia Rarau, is on course
to receive her PhD in Public Health in 2018.

Staff across the region regularly get involved in raising money
through sponsored runs and walks. Two favourite causes are
MS and Cancer Research. On International Women’s Day wealso held collections in our offices in support of Breast Cancer
Awareness.

Our medical experts in PNG conduct ground-breaking researchto eradicate the tropical disease yaws.

MedAire Cares
International SOS group member, Medaire, concentrates its CSR
initiatives on ‘Healthcare and Education’, through partnerships
with not-for-profit organisations. These include:• The ‘Welcome to America Project’ helping foreign refugees
resettle in Arizona. We supported a Somalian family of 11
members who lived in a refugee camp for 20 years before
coming to Phoenix. We have given them kitchen supplies,
books, toiletries, toys and other support.

• The Arizona branch of ‘Junior Achievement’ which aims toinspire young people. We spent a day teaching financial
literacy to students (4th to 7th Graders) at Granada East
School. At this school, 93% of the students are at, or below,
poverty level and considered high risk.

• ‘Team 5’ provides medical care in remote areas of the world.
We have donated supplies for several years and provided
medical assistance services during some of their trips. This
year we also helped the Team prepare for a mission to Peru.

Above: Helping children in Papua New Guinea.
Below L-R: Community Health Day near Port Moresby,
Papua New Guinea; International Women’s Day in Philadelphia.

20MIDDLE EAST
AND AFRICAEUROPE

Much of our community support in the Middle East and Africa
centres on World Malaria day, see page 8.

The European Region continues to develop its commitment
to CSR.

Teddy Bears Can Teach
Staff at our Almaty Clinic in Kazakhstan have found an
engaging way to involve families in learning about good health.
They set up a Teddy Bear Hospital at school and pre-school
events. Children bring along their teddy bears to have ‘injuries’
treated by our doctors. As well as experiencing the operating
theatre, the children visit an ambulance and learn useful healthtips. Meanwhile, their parents attend a session on the healthaspects of smartphones and other devices popular withchildren and practice some vital life-saving skills.

As part of our International SOS 30th Anniversary celebrations,in September 2015, 30 female employees from all over Europe
took part in ‘La Parisienne,’ a 6.7 km run through Paris in aid ofbreast cancer. A total of 40,000 women joined in the race.
This is the eighth year we have participated in the event.

Numerous activities have taken place at a local level too.
These include:

The Teddy Bear Hospital has attracted great interest. As well as
being fun, it has brought together parents and children to drive
health awareness.

Above L-R: Teddy bears can teach;
La Parisienne Run for Breast Cancer Research.
Below L-R: Supporting refugees in Frankfurt;
Colour Me Rad to fundraise for local schools.

• In London, we organise monthly drives to raise funds for
London Air Ambulance (LAA). These include: bake-offs,
coffee mornings, 30K walk and a half marathon. Thanks to
its many supporters LAA now has two air ambulances andhas extended its summer flying hours and can now attend
up to 400 more patients per year.
• In France, we donated and shipped medicines to Africa
in partnership with the not-for-profit organisation ASF(Aviation Sans Frontières) and provided books to Ecoles
Sans Frontières, also destined for Africa.
• In Switzerland, staff ran a marathon in support of UNICEF.
Many employees volunteered for a day at a children’s hospitalto engage the children in fun activities and donated books torural school libraries in Tunisia.
• In the UK, our colleagues in Aberdeen ran in various races
to provide funds for health-related causes.

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A GLOBAL INFRASTRUCTURE YOU CAN DEPEND ON:

PASSION

CARE

26 Assistance Centres

1,000 MEDICAL SERVICES SITESWith our local experts available
globally, you can speak to us in
any language anytime 24/7.

An accredited, integrated network of
67 clinics and 900 medical sites aroundthe world. Practising a supervisedinternational standard of medicine –in developed and emerging countries,
offshore and remote locations.

EXPERTISERESPECT

5,200 medical professionals

70,000 accredited providers

Immediate access to experts withextensive experience in all fields of
medicine coupled with a thoroughknowledge of the local environmentand healthcare system.

A network of accredited healthcare,aviation and security providers
ensuring we provide you withthe best logistics in the air,on the ground and at sea.

Protecting your people is our priority and this is whatmakes us the world’s leading medical and travel security
services company today.

internationalsos.com

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