Humanitarian and development staff work in some of the world’s most challenging and conflict-affected environments, where they face ongoing risk of political instability, natural disasters, health emergencies, terrorism, and more. 2024 was the worst year on record for humanitarian workers, with 377 fatalities across 20 countries. In these high-risk settings, Duty of Care – the responsibility of employers to protect the safety, health, and wellbeing of their teams – becomes not just important, but critical.
At CTG, we embed the highest standard of Duty of Care into every stage of our project delivery. This means proactive planning, specialised training, robust security measures, and strong support systems. It’s about anticipating threats, equipping staff with the tools they need to respond, and ensuring they feel supported both in the field and at home.
Our robust Duty of Care offering not only protects our staff but also supports our clients by helping them meet legal and ethical obligations, minimise project disruption through rapid crisis response and consistent support, enhance donor trust and community reputation, and boost staff morale, retention, and productivity.
So, how do we do this?
From day one
Our Duty of Care starts before a contract is even signed. Through rigorous recruitment practices – including background checks and reference verification – we ensure that our teams are not only qualified, but also trustworthy and safe to work with.
All staff complete comprehensive onboarding, covering everything from safeguarding and whistleblowing to security awareness and ethical conduct. Further in-country briefings and safety training then provide practical, localised advice tailored to the specific risks of their deployment location.
This early investment in training and preparation lays the foundation for a safe, informed, and resilient workforce.
Comprehensive insurance
Insurance is a fundamental part of how we deliver Duty of Care while our staff are deployed. CTG places its insurance with Lloyds of London, and staff are supported by Assist360, our specialist provider for medical assistance, emergency response, and claims support. The comprehensive global insurance policies are tailored to the specific risks associated with each staff member’s location and role.
Assist360 was established by CTG after two decades of delivering Duty of Care in complex environments, bringing together an experienced, 24/7 support team including medical specialists and a trusted global network of hospitals, medical escorts, air ambulances, and ground transport providers.
This support delivers tangible impact on the ground, whether it’s emergency surgery for a consultant with acute abdominal pain in Juba, a medical evacuation from a remote area of Somalia or responding to a life-threatening traffic accident in Afghanistan.
Assist360 helps CTG deliver 24/7 expert support and global medical logistics.
Proactive risk management
While we can’t eliminate every potential threat, we take a proactive approach to understanding, monitoring, and managing risk at every level to protect staff. Our teams continually assess a wide range of potential threats, drawing on local intelligence networks and utilising the Risk Management Portal developed by SE24, a Chelsea Group company, to ensure we always have a current, accurate understanding of each operating context.
But mitigation isn’t just about monitoring – it’s about preparation. Certain CTG staff working on project-related assignments receive medical checks and region-specific vaccinations before deployment. All staff are also covered under a personal accident insurance plan through Assist360. To keep teams informed, Assist360 issues regular health alerts and guidance, helping staff stay aware of emerging medical concerns in their area.
Training is another cornerstone of our risk strategy. Each project has its own challenges, and where needed, CTG provides tailored training to address them. In Ethiopia, for instance, we developed a Defensive Driving programme to respond to specific operational risks. Delivered by a dedicated driver trainer, the course has improved driver safety and reduced incidents in the field.
Prioritising field safety
CTG’s Duty of Care prioritises staff safety through a combination of expert field support and smart technology. Our Field Safety Officers are central to our operations. Acting as the first point of contact for any security concerns, they provide daily updates, adjust risk mitigation strategies, and lead crisis responses in real time.
Our staff receive thorough security briefings, risk assessments, and movement protocols tailored to each location, including secure transport and access to vetted security providers like fellow Chelsea Group company, Hart Security. We are also able to equip staff with safety gear – from PPE to satellite phones – and offer secure living and working spaces in collaboration with Chelsea Group partners, such as the fully secured Chelsea Village Hotel in Mogadishu.
This is reinforced by Tayo, our custom-built HR app, which gives staff mobile access to essential safety tools , such as travel tracking with SafeTrip®, real-time location sharing via SafeTrack, an emergency panic button and security alerts. Together, these measures ensure our teams are protected, informed, and supported – wherever they are.
Our custom HR app, Tayo, empowers staff with mobile access to safety tools like travel tracking, real-time location sharing, emergency alerts, and a panic button.
When crisis hits
In the face of crisis, swift action and clear communication are vital. Our Crisis and Incident Management framework is designed to respond to emergencies with precision.
When a staff member requires medical evacuation, Assist360’s local networks and medical experts spring into action, assessing the situation and working closely with local practitioners to determine the best course of action. From there, they organise fast, effective evacuations, whether by ground or air, always ensuring that the patient gets the care they need and is returned home safely.
In regions of active conflict, our response is even more critical. When violence escalated in Gaza, CTG swiftly implemented pre-determined safety plans. We activated emergency evacuation protocols, monitored real-time security developments, and coordinated staff movements through humanitarian corridors to keep aid flowing despite border closures. Daily briefings kept everyone informed, while we also ensured psychosocial support and mental health referrals to help staff cope. We prioritised not just safety, but also the wellbeing of our team, securing banking access to ensure staff received timely payments amid system shutdowns. Our work in Gaza continues, and we remain committed to supporting our teams there, recognising the complexities and dangers they face daily.
Human-centred support systems
Beyond the tech and the training, CTG takes a holistic approach to Duty of Care – which includes emotional and psychological wellbeing. Through the CTG Wellbeing programme, all staff have access to six free, confidential counselling in five languages, with additional sessions available following critical incidents. We also provide vital support to families during crises, with trained Family Liaison Officers offering clear, compassionate communication to loved ones in times of uncertainty.
Our Duty of Care is built on a strong ethical foundation. Every team member adheres to the CTG Code of Conduct, and our Ethics Committee ensures integrity across all operations. This includes overseeing policies on whistleblowing and anti-corruption, ensuring that our commitment to ethical standards is upheld in every aspect of our work. Together, these systems create a supportive, accountable environment where both our staff and their families can feel secure and valued.
CTG’s global teams are always ready to assist and support staff.
Comprehensive care
From the moment we take on a project, we invest in the safety and wellbeing of both our staff and clients.
Learn more about CTG’s Duty of Care commitment here.