Interview: James Henderson and Sue Williams, Healix
Healix International’s James Henderson and Sue Williams speak to Mandy Langfield about their roles and efforts to mitigate risks for international travellers
James Henderson, CEO, Healix International
Healix has recently set up a Risk Advisory Board; could you tell us a bit about the Board, who is on it, and why it has been created?
We established the Healix Risk and Security Advisory Board because we recognised the importance of having a strategic capability that spans from tactical, on-the-ground operations to high-level decision-making when it comes to international crisis response.
Our Board consists of some of the most accomplished experts in their field who are committed to institutionalising excellence across Healix’s crisis response services – from our overarching governance approach to the more tactical techniques and skills used by our operators and analysts.
Emphasising our ‘people first’ principle, our Board members also share our vision of nurturing the next generation of crisis and security risk managers. We believe that the Board will offer immense value not only as mentors and trainers for our staff but also to our current and future clients.
How does Healix mitigate the risks that international travellers and expats are exposed to?
We help organisations reassure their employees that the right action is being taken to support them while travelling overseas for business. We provide travellers with the information they need to be comfortable and safe before, during and after their trip, and rapidly respond to any incidents when they do occur.
We support our clients to make sure their travel risk management programme is in line with industry best practice, the ISO 31030 standards. Then we take a proactive approach to risk management, combining intelligence, training, and risk management technology to reduce risks from the beginning of a journey to its end.
Whether dealing with a road traffic accident, cancelled flight or natural disaster, our clients’ employees have direct access to doctors, nurses, and assistance professionals 24/7 – from anywhere in the world.
Looking ahead, what do you think are going to be the most significant challenges for Healix from a risk and resilience perspective?
We believe that the Board will offer immense value not only as mentors and trainers for our staff but also to our current and future clients
Significant risk management challenges will continue to be vast and diverse, encompassing geopolitical tensions, climate-related disasters, and unexpected medical emergencies. Whether risk comes from adventurous students exploring the jungles of South America, corporate travellers navigating the bustling streets of China, or non-government organisations (NGOs) operating in complex environments like Ukraine, Healix’s approach is always the same: to stay one step ahead.
How can technology help to keep people safe while they are overseas? How have you seen the role of technology change over the years as people travel to more remote locations?
Healix’s Risk Radar 2024 report suggests that about 72% of surveyed travel and risk managers are likely to integrate artificial intelligence (AI) into their travel risk management processes within the next year. This demonstrates the increasing reliance on AI across diverse business operations, particularly in its descriptive capacity. Used in conjunction with more traditional methods of intelligence gathering to ensure reliability, AI is an advanced information source and search engine.
The future of AI in business lies in its ‘generative’ use – from coding to automating risk management tools. But trust and confidence in the technology will need to increase before we realise its full benefits.
In terms of Healix’s technology, the Healix Travel Oracle app provides instant access to critical insights and support before and during overseas assignments. Its tracking software allows employers to know locations through itinerary data, daily
check-ins and more.
Sue Williams QPM, Strategic Adviser, Special Risks and Crisis Management, Healix Risk and Security Advisory Board
What is your role on the Healix Board?
I’m responsible for providing strategic-level crisis response advice and enhancing Healix’s governance framework around crisis response and special risk incident preparedness. I’m also responsible for training Healix’s senior risk and resilience team on high-impact and complex incidents, including kidnap, hostage negotiation and virtual kidnap.
Working alongside Healix, I also provide trusted and highly specialist advisory services to client crisis management teams for several organisations.
What is your professional background, and how has this prepared you for the Healix role?
I qualified as an accredited hostage negotiator with New Scotland Yard (NSY) over 30 years ago. After that initial training I advanced my negotiation skills with the US Federal Bureau of Investigation (FBI), Royal Canadian Mounted Police (RCMP) and an attachment with New York Police Department (NYPD). I had an affinity with the subject and so progressed to head up the kidnap and hostage units at NSY, posts I held for seven years prior to my retirement from government service. During this time my duties included joining COBR [Cabinet Office Briefing Rooms – the UK government’s crisis management centre] whenever a UK citizen was taken hostage or held for political purposes overseas.
I have been fortunate enough to have deployed in every continent, working alongside numerous foreign governments.
What are your top tips for people who find themselves in a dangerous or potential hostage situation – what might they be able to do to prevent a kidnapping from taking place?
Whether you are travelling for leisure or business, it pays to be vigilant and always alert to potential hazards or dangers. Educate yourself, your family, and your colleagues of the potential risks and how to recognise suspicious and precursor behaviour to an abduction.
Discuss your schedule with your family and colleagues and do not post your travels on social media.
If you are travelling to areas of known high risk, it may be reassuring to check your organisational response plan, inform your family and colleagues of its existence, and provide them with the out-of-hours emergency number.
Do not forget the basics: be streetwise, conceal luxury items, and do not attract attention to yourself by advertising your nationality or wealth. Trust your instinct: there is a reason we have one. Keep yourself informed on current events and travel advice and only use reliable transportation.
Finally, make sure you also know how to contact local authorities and your embassy or consulate when overseas.
Educate yourself, your family, and your colleagues of the potential risks
Geopolitical tensions are rising in many countries around the world; do you think the world is a more dangerous place than it used to be, or are we just more aware of it now?
With the social media, 24/7 media cycles and a more partisan media base than ever, we hear and see more about the world than ever before. Unfortunately, the news cycles are focused upon conflict, geopolitical tensions, and other factors that we would class as dangerous.
Some of this information is genuine and emanates from credible sources, but sadly this is not always the case. Undoubtedly, events such as the Russian invasion of Ukraine, tensions in the Middle East, political divisions and polarisation have a profound impact on the global landscape, but none of these events are new.
As currency fluctuations have adverse effects on populations, is the risk of kidnap and ransom for business and leisure travellers increasing, as they are seen as targets?
If we look at the link between macroeconomics and the risk of kidnap and ransom, we need to consider the cost of living, inflation, and unemployment as more tangible measurements of economic hardship.
Travellers can take basic steps to avoid being targeted, such as not showing off expensive belongings or new purchases in public, avoiding isolated areas, and keeping bags closely on their person. These basic safety measurements reduce the likelihood of being targeted, even in areas where there is a heightened risk of kidnap.