In a world fraught with geopolitical tensions, climate crises, and security threats, protecting workers in the Middle East requires more than just policies—it demands care and foresight. 

“Protecting employees isn't a cost—it's an organisational duty and responsibility. Anything that contributes to this should be a priority,” says Noriko Takasaki, Security Director, Assistance-Asia for International SOS, in an exclusive interview with People Matters. She shared how organisations should build a foundation of physical safety, ensuring secure environments and reliable communication while also nurturing mental well-being, offering support and fostering community to help employees navigate challenging times.

Here are the edited excerpts: 

Ensuring safety and support for workers affected by Geopolitical conflicts..

Amidst the geopolitical crisis, it's crucial to prioritise the safety and protection of workers, both physically and psychologically. While organisations can implement various measures, it's fundamentally important to establish basic and comprehensive risk management protocols. This could involve crisis response strategies and unit incident responses, but given the volatility and elevated risk environment, there is also a need for enhanced physical security measures.

To effectively manage these risks, it's essential to have accurate intelligence and a clear understanding of the threat landscape. 

Establishing robust communication and coordination mechanisms is key, so the workforce is well-informed about the situation. Geopolitical events often lead to an influx of news, misinformation, and disinformation, making it vital to discern between actual threats and situations that simply require monitoring. With the right information, intelligence, and advice, a sense of peace can be maintained.

It is important for the organisations to communicate clearly about events to assess whether they are impacting their workforce or not. Employees should feel assured that the organisation is considering their safety as a priority. Additionally, organisations need to be prepared to provide support structures if anything occurs, which helps to reduce unnecessary stress and offers reassurance. Partners like International SOS, local security firms, and medical organisations can play a vital role in forming a local network of support structures. This comprehensive approach is essential. On the question of emotional support, it's not just about physical security—having the ability to respond instantly is important, but so is the ability to address concerns. Whether these concerns are security-related, medical, or psychological, it's crucial to have open lines of communication and a focus on overall well-being.

Redesigning security strategies in line with the unpredictable threats.. 

What we've observed in the Middle East region over the past 12 months is a high degree of volatility and unpredictability, which brings significant uncertainty. In this environment, while innovation is crucial, it's equally important to return to the basics—starting with a robust and comprehensive risk management structure. This structure should encompass immediate response protocols and request management as integral parts of a holistic approach to risk management.

In times of volatility and uncertainty, anticipating different scenarios is essential. While we can't predict the future with certainty, understanding key actors and their interests helps us foresee possible outcomes, requiring strong analytical and forecasting skills. Effective monitoring is also crucial, as organisations need to track various triggers to adapt swiftly. The rise of disinformation makes robust validation and collaboration mechanisms vital to navigate misleading information and make informed decisions.

Organisations must view security not as a cost but as an investment in protecting their workforce. Strengthening security structures and adapting to evolving threats are crucial for resilience. Additionally, building resilience involves rethinking supply chains and communication networks, ensuring multiple sources for essential supplies and communication. Flexibility in integrating various sources and collaboration with partners, especially in the Middle East, are key to reinforcing preparedness in uncertain times.

Supporting workers during the climate crisis.. 

We're witnessing unusual weather events like the recent flooding in Dubai, which highlights the impact of extreme weather. On one hand, we face intense heat, and on the other, unexpected flooding. Even regions not typically affected by extreme heat are now experiencing it, with even greater intensity in the Middle East. Meanwhile, places like Dubai are seeing more water-related events, and the infrastructure isn't always equipped to handle sudden rainfall. The lack of water management structures means that heavy rain can easily overwhelm the system. These weather extremes are new to the Middle East, making it crucial to consider climate change risks and adapt both organizationally and infrastructurally. Understanding climate trends and potential hazards is essential for preparedness.

Organisational readiness is vital, but individual employee preparedness is just as important. Flooding, for example, can impact both workplaces and homes. Anticipating such events and taking measures like fortifying homes and having essential supplies is key. Helping employees adapt is crucial.

Organisations also need to support adaptation efforts, like managing heat stress. We've conducted several webinars to help employees better manage heat exposure. Additionally, local regulations must be considered—some countries have laws that prohibit working when temperatures exceed a certain level.

Organisations should review their policies to ensure they support employees in these conditions. Preparedness and adaptation are becoming increasingly important in the Middle East due to the region's volatility.

Leveraging technology to protect the health and safety of remote workers.. 

With advances in technology, we've significantly improved health and safety support for remote workforces. At International SOS, we're leveraging apps that provide comprehensive safety monitoring, allowing workers to check in and communicate remotely.

Our assistance centres offer telehealth capabilities, where doctors can provide real-time guidance to on-site medical staff through tele-mentoring. We've also introduced smart glasses to enhance diagnostic capabilities, enabling effective on-site symptom management with support from partners in locations.

This connectivity minimises downtime, boosts productivity, and supports business continuity, worker safety, and well-being. Training and awareness programmes, including ongoing tele-mentoring, are crucial to enhancing workers' skills and ensuring their safety.

Before implementing any measures, we help organisations assess health risks and identify accessible health security infrastructures for first or second response capabilities. We also establish triggers for evacuation if necessary, ensuring organisations are prepared to manage incidents smoothly and effectively.

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What is Duty of Care, and how can it be adapted to meet the unique needs of employees? 

The approach to comprehensive care and duty of care is crucial, starting with thorough risk assessment. It's not just about reacting to incidents but understanding risks in advance. Organisations should anticipate potential risks and help mitigate them, as a proactive approach. 

For example, a worker travelling abroad/ to an unfamiliar location, a security assessment is needed to ensure it's safe, and appropriate support, like a secure vehicle or escort, should be provided.

Duty of care begins with risk assessment and implementing the right mitigation measures. This could involve partnering with agencies like International SOS and making informed choices, such as selecting a safe hotel. Educating workers with travelling requirements on how to act in emergencies is vital.

During travel, having the right support structure is crucial, including monitoring events. If a crisis occurs, knowing whether they can still reach their meeting/ location safely is key.  In case of an emergency, having a response infrastructure—whether medical or security-related—is essential. And after returning, addressing any post-travel issues, like psychological support following a traumatic event, is important. This holistic support cycle covers security, well-being, health, and logistics, providing a one-stop solution with expert guidance. Ensuring safety throughout the journey, from departure to return, is critical.

For instance, when a female worker was recently robbed on the way to the airport, we provided support by advising on the safest travel options. While she arranged her transportation, we had our security provider on standby for extra reassurance. Having this structure in place not only ensures safety but also provides the psychological reassurance that's vital in today’s unpredictable world, even when travelling to traditionally low-risk destinations like Paris for the Olympics. Reassurance is a fundamental aspect of an organisation’s duty of care.

Strategies Employers and HR professionals can adopt to improve health and safety of their workforce.. 

Protecting employees isn't a cost—it's an organisational duty and responsibility. Anything that contributes to this should be a priority. This begins with having a comprehensive risk management structure. If an organisation lacks internal capabilities, partnering with international agencies or specialists is essential. Once a structure is in place, clear policies and guidelines are crucial. A partner can help, but without enforceable policies and employee awareness, safety measures won't be effective.

For instance, companies might require approval for travel to high-risk destinations, ensuring the right mitigation measures, such as checklists and security briefings, are in place. Organisations can't afford to be complacent, especially in volatile regions, where clear policies and stakeholder alignment are vital. 

Education is key. Regular check-ins are crucial, and employees must know how to use tools like international assistance to stay safe. Awareness of cultural contexts is also critical, as it helps employees navigate different environments safely. For example, understanding local customs, like avoiding flood water or dressing appropriately, can mitigate risks.

In today’s global environment, assuming we have the right information can be dangerous. Education should cover both health and security risks, and the cultural nuances of different regions. This is especially important in the Middle East, where a diverse workforce needs to adapt to local cultures for safety and security. Cultural awareness is a key security strategy. Foreigners who show cultural understanding are often more accepted, offering a layer of protection. Not understanding the culture can increase risks, so it's crucial to educate employees on these aspects.