As Columbia University expands its global presence, faculty, staff, and students are traveling more frequently to various parts of the world and to regions with marginal medical care facilities or political unrest.  In early 2007, Columbia University contracted with a company called International SOS ("ISOS") to provide 24-hour worldwide emergency medical and evacuation assistance for eligible Columbia travelers (see Eligibility section below) traveling on University-related activities ("University business").  ISOS is the world's largest medical and security assistance company, with more than 3,000 professionals in 24-hour Alarm Centers, international clinics, and remote-site medical facilities across five continents.

ISOS IS NOT HEALTH INSURANCE--it is a travel assistance program.   All travelers must maintain personal health insurance and determine how his/her health insurance program applies to international medical care prior to traveling.

Please visit the Columbia University-ISOS website for pre-travel information:

http://www.internationalsos.com

If you are traveling on Columbia University business, please log your itinerary into International SOS's "Personal Travel Locator" system, a web-based travel registry that will facilitate your support in the case of an emergency.  Through the "Emergency Record System," you can safely and privately upload any relevant medical records to the International SOS Alarm Center.  This system is accessible only to ISOS's medical staff, who will use information you provide to help you obtain appropriate medical care overseas.  The Personal Travel Locator, Emergency Record System, and pre-travel information are available from the Columbia University-ISOS website using Microsoft Internet Explorer 6 or 7 (or Internet Explorer 8 in compatability mode):

http://www.internationalsos.com/members_home/login/clientAccess.cfm?CustNo=11BSGC000064 

NOTE: You can view the CU-ISOS website with most internet browsers; however, you will only be able to enter information using Microsoft Internet Explorer (not Mozilla-Firefox, Safari, Chrome, etc).

Outline for information to follow:

1. Services available from ISOS under Columbia University's master agreement
2. Who is eligible?
3. Who is NOT eligible?
4. What travel and/or territory is covered by ISOS program services?
5. What travel and/or territory is EXCLUDED from ISOS program services?
6. Recommended pre-travel preparations
7. Steps for eligible traveler to follow in the event of an emergency
8. FAQ's and contact information for additional information

ISOS SERVICES AVAILABLE UNDER COLUMBIA UNIVERSITY'S MASTER AGREEMENT

Medical Services

• Pre-trip information on travel health issues
• Referrals to medical and dental providers
• Emergency and routine medical advice
• Emergency medical evacuation (if deemed necessary by International SOS)
• Medically-supervised repatriation (if deemed necessary by International SOS)
• Repatriation of mortal remains
• Medical monitoring
• Inpatient admission and identification of receiving physician
• Assistance with documentation for health insurance claims
• Outpatient medical expense guarantee and payment*
  
• Impatient medical expense guarantee, cost review and payment*
  
• Dispatch of medication and medical supplies*
  

• Companion ticket in conjunction with medically-supervised evacuation
• Return home of minor children in conjunction with a medically-supervised evacuation or repatriation
• Additional travel and accommodation arrangements after medical evacuation*

*These services will incur additional charges, which are the responsibility of the traveler.  Costs not covered by the traveler's medical insurance plan must be paid by the traveler.

Security Assistance Services

• Urgent and non-urgent travel security assistance and advice by telephone
• Daily online and email updates on the latest travel security developments
• Special Advisory emails with advice in response to significant travel security incidents
• Security and travel information on 220+ countries and 330+ cities
• Access to security evacuation (if deemed necessary by International SOS)

Travel Assistance Services

• Pre-trip information on travel health issues
• Lost documentation advice
• Emergency message transmission (provided on best effort basis)
• Referrals to legal service providers (for personal legal advice)
• Advance of emergency personal cash*
• Translations and interpreters (for personal use)*

Online Information

• Country guides
• Travel Security Reports
• Email notifications on travel conditions, including current medical and sercurity alerts

*These services may incur additional charges, which are the responsibility of the traveler.  Costs not covered by the traveler's medical insurance plan must be paid by the traveler.

INDIVIDUAL ELIGIBILITY

While attempting to be as inclusive as possible, there are certain restrictions to the services offered by ISOS.  Columbia’s membership is limited to the following individuals (please review criteria carefully) only when traveling on University business.  ISOS will also try to assist individuals accompanying the eligible traveler to the best extent possible with the services listed above at the cost of the eligible traveler. 

Students

Undergraduate students traveling on University sponsored business

• Any individual, regardless of age, enrolled at Columbia College, School of Engineering, and the School of General Studies.  Individuals enrolled at Barnard College are also eligible when traveling as part of a Columbia University-sponsored academic program.
• Any individual enrolled at another institution of higher education while participating in a Columbia University-sponsored international academic program.

Graduate students traveling on University sponsored business

• Any individual, regardless of age, enrolled in a Columbia University graduate degree program:

• College of Dental Medicine

• College of Physicians and Surgeons

• Columbia Business School

• Columbia Law School

• Fu Foundation School of Engineering and Applied Science

• Graduate School of Arts and Sciences

• Graduate School of Journalism

• Mailman School of Public Health

• School of Architecture Planning and Preservation

• School of Continuing Education

• School of International and Public Affairs

• School of Nursing

• School of Social Work

• School of the Arts

• Any individual enrolled at another institution of higher education while participating in a formal academic exchange program between Columbia University or any of its graduate schools.
• Any Columbia University student in a graduate degree program participating in a summer fellowship as part of his/her academic program

Other students traveling on University business

• Individuals holding standing as a Columbia University Student Officer of Instruction or Student Officer of Research;
• Individuals participating in Columbia’s summer program for high school students.

Officers, Employees, Faculty and Affiliates

Officers/Employees/Faculty traveling on University business

• Individuals holding standing as an Officer of Administration (full or part-time) within Columbia University or otherwise receiving payroll compensation directly from the University;
• Individuals holding standing as an Officer of Research (professional, postdoctoral, staff);
• Individuals holding standing as an Officer of Instruction – Research Faculty (professors, associate professors, assistant professors, and instructors) including visiting and adjunct;
• Individuals holding standing as an Officer of Instruction – Clinical Faculty (professors, associates, assistants, affiliates and instructors) including full and part-time;
• Individuals holding standing as an Officer of Instruction – Practice Faculty;
• Individuals holding standing as an Officer of Instruction – Special Instructional Faculty;
• Individuals holding standing as an Officer of Instruction – Emeriti Faculty.

Affiliates/Others traveling on University business

• Guests of the Columbia University;
• Trustees of Columbia University;
• Alumni;
• Individuals participating in Columbia sponsored international programs (it is the responsibility of the program director to contact Risk Management with the numbers of individuals participating in the program);
• Expatriates (individuals out of the country for >90 days in any academic year) whose home country of residence is the United States;
• Local nationals will be covered for emergency evacuation situations only to the best extent possible.  No emergency medical services are extended to local nationals under the ISOS agreement.

INDIVIDUALS NOT ELIGIBILE

• Students (undergraduate or graduate) who have graduated, are on leave from the school, or are suspended;
• Students (undergraduate or graduate) of any non-Columbia institution unless a confirmed participant in a Columbia University-sponsored international academic program;
• Officers, Employees, or Faculty members traveling for any purpose not directly related to academic, research or administration business of the University;
• Family member(s) or traveling companion(s) of any eligible person -- unless traveling with the eligible person AND whose travel is directly related to academic, research or administration business of the University or attendance on the trip is at the direct written request of the University (dean or senior administrative officer approval required prior to travel);

• Contractors or Consultants to Columbia University regardless of purpose of travel;
• Unless specifically declared to ISOS prior to departure, expatriates whose home country of residence is any country other than the United States;
• Trustees, guests, and alumni of Columbia -- unless their travel is directly related to the academic, research, or administrative business of the University.

ELIGIBILE TRAVEL/TERRITORY

• Travel anywhere in the world, except within the US or between the US and Canada;
• All or any portion of a trip that is directly related to the academic, research, or administrative business of the University; personal travel (<10% duration of the total travel days for a single trip, e.g. layovers, airport diversions) done in conjunction with eligible travel will be covered as part of the entire trip;
• Travel to attend or participate in fundraiser, conference, or speaking engagement when done at the specific written request of the University (Dean or senior administration officer approval required).
• Travel to certain countries may require a work visa, proof of health insurance, and medical/repatriation coverage.  Under the ISOS agreement, Columbia can issue a letter to a Consulate to satisfy the medical/repatriation requirement.  Please contact Steve Lawrence at steve.lawrence@columbia.edu for assistance with such a letter.

EXCLUDED TRAVEL/TERRITORY

• At this time, any travel to, from, or within the following four locations are not eligible under the ISOS group program.  Please note: this list is subject to change at any time.

• Afghanistan
• Iran
• Iraq
• North Korea

• All or any portion of a trip that is for any purpose other than that directly related to the academic, research, or administrative business of the university;
• Personal travel (>10% duration of the total travel days for a single trip) including vacation, personal/family business, even if done in conjunction with eligible travel;
• Travel to attend or participate in fundraiser, conference, speaking engagement, or similar situation when not done at the specific written request of the University (Dean or senior administration officer).

Pre-Travel Preparations

• Contact school/department/program ISOS Program Coordinator for approval
• Health Services at Columbia (http://www.health.columbia.edu)
• Visit ISOS website for restrictions on travel and required vaccinations or medications
• Visit US State Department website for ‘Do Not Travel’ restrictions and new ‘Travel Advisory’ alerts (http://travel.state.gov).  The government also recommends you register your travel at https://travelregistration.state.gov/ibrs/ui.
• Secure your ISOS card by emailing RiskManagement@columbia.edu (card can be carried with traveler)
• Finalize travel agenda and submit to your school/department/program
• Columbia recommends using ISOS’s optional Travel Tracker, which is available from their website: http://www.internationalsos.com.

Emergency Steps for the Eligible Traveler

In case of an emergency, contact ISOS’s local alarm center located on the back of the ISOS card.  A caller must provide the following information to the ISOS alarm center:

• Caller’s name and relationship to Columbia University or relationship to eligible Columbia traveler
• Eligible Columbia traveler’s name, location, age, sex, and nationality
• School or department the eligible traveler is associated with
• International SOS membership number (found on ISOS card / #11BSGC000064)
  • ISOS Call Centers:
    Philadelphia +1 215 942 8226 ·  London +44 20 8762 8008 ·  Singapore +65 6338 7800
• Telephone number of where you can be reached
• Name, location, and telephone number of doctor, hospital, or clinic (if applicable)

ISOS has been instructed to contact the Columbia University Public Safety Department at (212) 854-5555, as it is the only 24/7 operation on campus.  Public Safety will route the call or message to the appropriate first responders and/or school/department/program ISOS Program Coordinator.

The first responders will work with ISOS for immediate emergency actions and will act as a liaison for the University.  After receiving all pertinent facts from the local ISOS team, the first responders will contact appropriate University personnel (Health Services, Provost Office, General Counsel, Dean(s), Department Head(s)).  If the traveler requires medical attention, the first responders will bring health services into all discussions.

The Dean, Department Head, or ISOS Program Coordinator will contact the traveler's family and take over case management after the immediate emergency has been addressed. 

Questions?

If you have any questions regarding Columbia’s International SOS Program not addressed in the FAQ section below, please contact Steve Lawrence in the Risk Management Department at steve.lawrence@columbia.edu.  Prior to finalizing travel plans, a traveler should contact his/her respective school/department/program.  A point person/contact at each school/department/program has been designated to serve as an ISOS Program Coordinator.

Click to view a PowerPoint presentation with the above data that was presented to the Columbia University EMOT (Emergency Management Operations Team) in June 2009.

FAQ'S ABOUT INTERNATIONAL SOS (ISOS)

Q. What is the role of International SOS?
A. International SOS provides you with worldwide quality health care and emergency assistance services 24 hours a day designed to supplement and integrate with Columbia University services, procedures and policies.  You should always attempt to contact Columbia University emergency contacts at your school/department first, who will advise you in case of an emergency.  If they are not available and you need immediate assistance then proceed to contact International SOS.

Q. How can International SOS help?
A. International SOS is available to provide assistance to Columbia travelers when something unexpected occurs.  One phone call connects you to the International SOS network of multilingual specialists for immediate help in an emergency.  International SOS services are designed to help you with medical, personal, travel, security information and legal referrals when away from home.   Call International SOS at any time to speak with a physician or security specialist about simple or critical matters.

Q. How does it work?
A. Carry the International SOS membership card with you at all times.  It includes the telephone numbers of the three major worldwide International SOS Alarm Centers.  In the event of an emergency, call one of the emergency phone numbers listed on the card.

Q. What do I need to do to use the program?
A. In order to utilize any of the medical or travel services listed under contract, call any ISOS Alarm Center from anywhere in the world by calling directly, calling collect, or calling the toll-free number.  To ensure a prompt response when calling, you should be prepared to provide the following:

• Your name, location, age, sex, and nationality
• The school/department with which you are associated (for example, student in FAS Study Abroad Program in France)
• Your International SOS membership number: (Found on your ISOS card)
• The telephone number from which you are calling (in case you are disconnected)
• Your relationship to the member (if the person calling is not yourself.)
• Name, location, and telephone number of the hospital or clinic (when applicable)
• Name, location, and telephone number for the treating doctor, and where the doctor can be reached (when applicable)

Q. What if I have pre-trip questions about my travel destination or questions about the current status in that location?
A. In addition to calling the Alarm Center for any pre-trip questions you may have, you can access Country and Security Guides from this website http://www.internationalsos.com.  Use your membership number as your member login.  In addition to the information covered at the Pre-Departure Sessions and on-site orientation conducted by your program, the ISOS comprehensive guides provide both medical, security and general travel advice, such as information on the standard of health care, how to pay for medical care, the availability of medications, safety of the blood supply, embassy/visa information, dialing code information, cultural etiquette and financial and voltage/plug information.

Q. Do I need to activate my membership?
A. No, your membership is already active.  Simply carry the card at all times while traveling.  Whenever you need service, contact one of the emergency phone numbers listed on the back of the card.  You do not need to report specific trip dates to International SOS each time you travel.  However, you can create a personal on-line account with ISOS into which you can save medical, family and emergency information.  Unless you input your information into an account it will not be available for staff in the event of an emergency.  Medical and personal information can only be accessed by an ISOS doctor.

Q. What are Email Alerts?
A. You have the option to sign up for Email Alerts.  You can choose to sign up for medical and/or security alerts by logging on and signing up.  Medical alerts are issued when there is an unusual health risk that, in the opinion of the ISOS Medical staff, may negatively impact travelers or expatriates visiting a country.  Security alerts are issued when ISOS Security professionals have identified a security risk in a specific country.

Q. What if I need a doctor or a dentist
A. Call the International SOS Alarm Center listed on the back of your card.  International SOS will help provide a referral for a doctor or dentist nearest to you.  You can also ask to speak to a doctor or dentist who speaks your native language to discuss simple or critical matters.

Q. What if I need a lawyer while overseas?
A. Call the nearest International SOS Alarm Center for legal referrals.  If you are in a situation where you require legal assistance, on-site staff should be informed of this immediately.

Q. What if I need prescription medication?
A. If you require a prescription that a local physician cannot obtain, or you need to replace lost, stolen or depleted medication, International SOS will, when permissible by local law, send the needed medication to you (additional fees may apply).

Q. What if I am hospitalized?
A. In most cases, Columbia University staff should be able to assist you via our on-call emergency staff.  However, if you are in a situation or location where you cannot reach Columbia staff, call the nearest International SOS Alarm Center.  International SOS will immediately take steps to evaluate the care you are receiving and determine what actions must be taken to ensure your safe and speedy recovery.  ISOS will notify Columbia University staff immediately if you have not already done so.

Q. What if local medical facilities are not adequate for my specific requirements?
A. If you are hospitalized in an area where adequate medical facilities are not available, International SOS will obtain approval from Columbia University to evacuate you to a medical facility capable of providing the required care.  A physician supervises evacuations, and when necessary, a medical specialist or nurse will accompany you during the evacuation.  An air ambulance will be used when required.

Q. What happens when I am released from the hospital and still need help?
A.When your condition is stabilized and International SOS has determined that it is medically advisable to bring you home or to a facility near your permanent residence, International SOS will again obtain approval from Columbia University and arrange the repatriation under medical supervision.

Q. Will International SOS pay my medical bills?
A. If you are unable to arrange for payment of medical expenses at the time of service, International SOS will guarantee and pre-pay all costs associated with your medical care. You are ultimately responsible for the costs of medical care, and will be billed at a later date.  This is why you are required to have personal health insurance.  International SOS will also medically monitor and evaluate your condition and ongoing medical expenses during your hospitalization.  In situations where medical care is critical, by activating ISOS, you authorize medical care as necessary and acknowledge that you will be billed for such care.

Q. How can International SOS assist in the event of death?
A. International SOS will render all assistance possible to the Columbia traveler to obtain clearances and arrange transportation for the return of mortal remains.  In such an event, Columbia University will be the point of contact for the family in this situation.

Q. What should I do in the event of a security emergency?
A.Call an alarm center listed on the back of your membership card, and a security specialist will assist you.

Q. What is security evacuation assistance and coordination?
A. The ISOS Security Division will assist Columbia University in the event of threatening situations such as civil and/or political unrest, insurrections, revolution or similar situations by providing information, guidance and resources in the event personal safety and security can no longer be assured.

Q. How do I access up-to-the-minute information about security alerts, warnings and the latest situations?
A. You can visit the website below: http://www.internationalsos.com/members_home/Security/