Assistant Director For Global Safety & Security

• Prepare travelers for their journeys through appropriate training.
• Ensure individual and group trips sponsored by the University are done in compliance with University policies.
• Support travelers while they are away from home, including when non-emergency incidents and crises occur.

• Vendor and systems management.
• Training program development and implementation.
• Customer support.
• Incident and emergency response.

• Primary coordinator for assistance to University travelers experiencing routine incidents, working with the University’s contracted international assistance provider and relevant University offices to ensure necessary support and notifications.
• In collaboration with communications specialists across the University, develops and implements communications plans to promote and educate the University community on all programs within their portfolio.
• Backstops the Director and Associate Director, as necessary.
• Manages the University relationship, including selection, performance and budget issues, with the contracted supplier for the University’s web-based travel registration tool.
• Coordinates logistical and other practical steps, as determined by the international crisis management structure, for support to travelers experiencing an emergency.
• Develops and periodically refreshes audience- and role-specific training curricula for individual travelers (students, faculty and staff), travel group leaders, travel administrators, and others, both to comply with University duty of care and other regulatory obligations and also to mitigate risks through pre-departure education.
• In coordination with the Office of Risk Management, oversees the selection and performance of the University’s contracted supplier for international assistance.
• Serves as the system owner for the supplier-provided web-based travel registration tool, including assuring coordination with the Office of Information Technology and ensuring appropriate user support is available to the University community.
• Manages the unit’s social media presence and shares responsibility for content development and management for GS&S web properties.
• Triages and escalates emergency situations involving University Travel to the international crisis management structure.
• Develops and leads vendors in the production of video on-demand training modules needed to implement these curricula, including drafting scripts and other production functions in close collaboration with University stakeholders and experts.
• Leads after-action reviews of emergencies and generates and follows through on lessons learned and recommendations for improvement.
• Provides operational oversight and day-to-day direction for Program Support Specialist to the Associate Provost, IAO.

Qualifications:

• Familiarity with basic concepts of contract management, including service-level agreements and vendor performance management tools.
• Familiarity with the use of major social media services.
• Ability to manage crises with composure and discretion and to communicate clearly and effectively, in writing and orally, even under high scrutiny and pressures.
• Bachelor degree.
• Substantive experience living, working, and/or studying outside the United States.
• Familiarity with the capabilities and operations of U.S. government agencies responsible for the support of citizens abroad.
• Experience developing and delivering training to diverse audiences.
• Experience responding to customer inquiries and/or complaints.
• Experience in incident or crisis management.
• Five years of relevant work experience.

Preferred Knowledge, Skills, Abilities and/or Expertise:

• Professional proficiency in at least one non-English language.
• Master degree.
• Extensive experience working and/or living internationally in high risk environments.
• Seven years of relevant work experience.
• Familiarity with international health and other insurance programs, including kidnap-and-ransom and security evacuation policies.
• Professional certification related to personnel safety management, risk management, security management, and/or travel risk management.
• Familiarity with common web content management systems.
• Familiarity with software tools used to track travelers for an organization.