Hostage Situation Incident Management

Incident Management Guidelines

The speed and quality of decisions and actions taken during the initial stages of a hostage situation are likely to have a significant influence on the outcome. The distinction between a hostage situation and a kidnapping situation is that the location of the victim is known during a hostage situation. The nature of the operating environment will also determine the approach used. Hostage situations may involve disgruntled employees, personal disputes, criminals, or in the most extreme cases activists or dissidents. Hostage negotiation is a specialist field, and company managers should not enter into discussions with the perpetrator.

In the event that an employee or subcontractor is being held hostage, the following immediate steps should be taken:

Action Points

1. Stand up the Incident Management and Crisis Response Teams using the SAD CHALETS system.
2. Notify appropriate law enforcement, military, and government agencies for immediate assistance.
3. Establish the location of the incident, as well as details of perpetrator(s).
4. Secure the area if possible; contain the hostage situation to prevent escape or exposing other parties to follow‐on risks:
   • Close off all vehicle exit routes to prevent the perpetrator and hostage vehicle from escaping (use unmanned vehicles if necessary to block routes).
   • Lock exit doors and routes to prevent escape by foot.
5. Cordon off the area to prevent other employees being taken hostage; clear area of all staff:
   • Send out notifications (e.g., e‐mail, phone, and text).
   • Seal access routes.
6. Establish a line of communication with the perpetrator; do not try to negotiate—inform the perpetrator that someone is en route who is authorized to make decisions.
7. Provide floor plans, maps, and other details to law enforcement upon arrival.
8. Establish an Incident Control Point and safe access routes, notify external agencies, and organize a reception to lead them into the location via a safe route.
9. Forward all information through the correct communication channels, and update where necessary.
10. Provide an IMP Risk Assessment Report as soon as possible.

Detention and Arrest Incident Management

Incident Management Guidelines

Detention or arrest within some cultures can present significant challenges for both the person as well as the company. It is important to ensure that the detainee's status and location are determined as soon as possible. Embassies should also be advised to create an environment of official transparency to safeguard the detainee's well‐being.

In the event that an employee or a subcontractor has been arrested or detained, the following immediate steps should be taken:

Action Points

1. Stand up the Incident Management and Crisis Response Teams using the SAD CHALETS system.
   • Determine the needs and mobilize company legal support.
   • Mobilize local legal representation if already established.
   • Request corporate direction.
   • Determine the requirements and mobilize initial external agency support or intercession.
2. Notify detainee's supervisor.
3. What are the risks faced by the detainee? Is the detainee safe or in danger? Provide bail if possible.
4. What are the name, rank, branch, and position of the senior government official dealing with the case?
5. When is the date for the court hearing? When can the detainee receive visitors?
6. Notify the appropriate consulate or embassy.
7. Arrange for legal representation if not part of an established protocol—if necessary through the embassy.
8. Determine the seriousness of the alleged crime and possible punishments.
9. Ascertain the identity of the aggrieved party, and what compensations may be required if the detainee is convicted.
10. Ascertain specifics of the arresting authority: agency, location, arresting officers, managers, risks associated with agency.
11. Determine what can be done to rectify the situation to the satisfaction of aggrieved party and arresting authority.
12. Determine what, if any, company property and/or documents have been confiscated during the arrest, and arrange for retrieval if possible.
13. Were persons injured or killed? Has livestock or property been damaged?
14. Arrange to have comfort items made available to the detainee (i.e., food, water, blankets, clothing, etc.) as well as items useful for bartering while in prison (e.g., cigarettes, cash, food).
15. Does the detainee require medicines, and is the person vulnerable to any health issues?
16. Forward all information through the correct communication channels, and update where necessary.
17. Provide an IMP Risk Assessment Report as soon as possible.

Media Management Incident Management

Incident Management Guidelines

Only those appointed to deal with the media should offer comments to these agencies. Nothing said is ever off the record. Inappropriate comments or observations can cause considerable damage to the company, its employees, or its operations. Always refer to a higher authority prior to speaking to media persons.

If an incident occurs that is brought to the attention of the media, or that necessitates the attention of the media, the following guidelines should be followed:

Action Points

1. Stand up the Incident Management and Crisis Response Teams using the SAD CHALETS system.
2. Contact the company spokesperson as a point of contact for the media.
3. All statements given to the media should be developed by the public relations department to ensure that accurate and factual information is being delivered.
4. All employees should be briefed to direct all questions to the appointed company spokesperson, and to resist making comments to the media.
5. Do not deliberately lie to the media; if necessary, limit information for the well‐being and safety of any victims that may be involved in an incident.
6. Request that the media act responsibly and do not endanger employees by releasing information that might pose risks or cause avoidable harm or distress to families.
7. Always seek advice or guidance from appointment managers.
8. Use the following statements if necessary:
   • “An appointed representative will answer your question to ensure that you are provided with the correct facts.”
   • “Please provide me with your contact details, and the appropriate person will assist you in this matter. I am unable to comment at this time.”
   • “Please act responsibly so as not to endanger personnel or cause harm or distress to personnel's families.”
9. One spokesperson should be appointed by the company as a point of contact for the media, and if necessary another should be on‐site at the scene of the incident.
10. Forward all information through the correct communication channels, and update where necessary.
11. Provide an IMP Risk Assessment Report as soon as possible.