Trip incident contact sheet
One sheet to fill in before a trip, or to keep for your whole program, so that when something happens everyone knows who to call. The roles and steps match how silentVIP handles an incident on our traveler safety page.
The trip
| Detail | Your answer |
|---|---|
| Traveler | |
| Trip and dates | |
| Where they're staying | |
| Mobile phone | |
| Emergency contact (from your HR records) |
silentVIP
- Urgent line, 24 hours a day, 7 days a week: +1 (212) 347 5600 (US) or +61 2 9100 0800 (Australia)
- Email: support@silentvip.com
- We monitor incidents 24 hours a day, 7 days a week.
Your contacts
| Contact | Name | Phone and email | Reference |
|---|---|---|---|
| Travel manager Opens or confirms the incident, follows up travelers who haven't replied, and makes duty-of-care decisions. | |||
| Backup travel manager Covers when the travel manager can't be reached. | |||
| Traveler's line manager Helps reach the traveler. | |||
| Medical assistance provider Medical advice, treatment and evacuation. Note the 24-hour number and your membership or policy number. | |||
| Security provider Security advice and protective services on the ground. | |||
| Insurer or broker Cover and claims. Note the policy number and the claims line. | |||
| HR or people team Messages to families and staff. |
Who does what
As on our traveler safety page. silentVIP arranges travel and supports the response; medical, security and insurance services come from your own providers.
| Service | silentVIP | Your company or its providers |
|---|---|---|
| Finding affected travelers from trips on file | Yes | |
| Contacting travelers and recording responses | Yes, alongside your travel manager | Your travel manager and line managers |
| Rebooking, new hotels and transport | Yes | |
| Medical assistance and evacuation | Hands over and records it | Your medical assistance provider |
| Security advice and protective services | Hands over and records it | Your security provider |
| Insurance cover and claims | Supplies booking records | Your insurer or broker |
| Duty-of-care policy and decisions | Follows your instructions | Your company |
From alert to closed
| Step | What happens | Time and who |
|---|---|---|
| Alert | The incident is confirmed and opened with its places, dates and severity (Advisory, Warning, Critical). | |
| Affected travelers | Travelers whose trips overlap the places and dates are listed from the trips on file. Trips booked elsewhere aren't matched, so list those travelers on this sheet yourself. | |
| First contact | A check-in goes to each affected traveler, usually by email, with a phone call where it's urgent. Our commitment: first contact attempt within 30 minutes of an incident being confirmed. | |
| Responses | Each reply is recorded as safe or needs help, with a note. Anyone who needs help is handed to the right provider above. | |
| Escalation | A check with no reply is marked overdue after a set time, shorter for more severe incidents, and can then be escalated. | |
| Closed | The incident is closed, with a record of who was contacted, when, and how they answered. |
Traveler check log
| Traveler | Contacted (time, and how: email, text message or phone call) | Reply (safe or needs help) | Notes |
|---|---|---|---|
A silentVIP template, free to copy and adapt. silentvip.com/resources/templates
See these fields in the portal
In the demo we'll request a trip, route it for approval and open an incident, using the same fields.
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