International SOS Travel Tracker User Manual for Schools

International SOS Travel Tracker User Manual for Schools Sep 2017 1

Section Contents Target Audience 1. Introduction to International SOS Travel Tracker All 3 Page 2. One-Time Travel Tracker Account Setup Instructions Overseas Excursion Management (OEM) Managers 5 3. International SOS Travel Tracker Trip Registration Instructions for Schools 4. International SOS Assistance App Instructions for Teacher Chaperones registered on Travel Tracker 5. Frequently Asked Questions Annex A: Frequently Asked Questions for OEM Managers Annex B: Frequently Asked Questions for Teacher Chaperones OEM Managers Teacher Chaperones OEM Managers Teacher Chaperones 6 11 14 19 Sep 2017 2

Section 1 Introduction to International SOS Travel Tracker What is Travel Tracker? The International SOS Travel Tracker is a travel visibility tool which allows MOE and International SOS to access information on real-time locations of school trips so that support can be provided quickly, where necessary (in an emergency). Real-time relevant travel alerts and advice can also be provided to Teacher Chaperones based on their check-in locations. Benefits of Travel Tracker to Schools 1. Upon Trip Registration, Teacher Chaperones will receive pre-trip advisories. 2. Based on their check-in locations, Teacher Chaperones will receive Real Time Travel Alerts. 3. With information on their precise locations, Teacher Chaperones can receive advice, help and support quickly from International SOS, where necessary. What do schools need to do to register trips on travel tracker? One Time Set-Up of School Travel Tracker Account (Refer to Section 2 for details) All schools will receive an email from International SOS in their school generic email account with instructions on a one-time set up of a Travel Tracker account. Registration of School Trips On Travel Tracker (Refer to Section 3 for details.) Schools are advised to appoint their OEM managers (AM / KP in-charge of all school overseas trips) to manage the Travel Tracker account. After the usual process of entering information on OEM and e-registering trips with MFA, schools will need to register these trips on Travel Tracker. The following information is required to be keyed into Travel Tracker: 1. Name, Email Address and mobile numbers of at least 2 Teacher Chaperones for each trip 2. School Name 3. Flight Details (if any) / Coach Details (if any) 4. Address of Accommodation Sep 2017 3

What do Teacher Chaperones need to do? (Refer to Section 4 for details.) 1. Once OEM managers register trips on Travel Tracker, Teacher Chaperones will receive an email from International SOS informing them of the trip details which have been captured, a pre-trip advisory, and information on how to contact International SOS if necessary. 2. Teacher Chaperones registered by their OEM managers should download the International SOS Assistance App and register using their official email address. Once they do so, Travel Tracker would match their email address to the trip details keyed in by their school s OEM manager. Teacher Chaperones will not need to key in further details. 3. Teacher Chaperones will need to perform check-ins on the app: Upon arrival At least once a day Whenever they travel to a new location, significantly far away from their current accommodation address (e.g. day trip to a different city) When they receive SMS alerts from MOE and/or International SOS, requesting for an immediate check-in to be performed (triggered only when serious incidents happen) When they receive relevant travel alerts on serious incidents (performing a check-in will provide confirmation that they are safe) If schools have any questions, they may refer to the FAQs in Section 5. If schools continue to encounter technical difficulties, they may email onlinehelp@internationalsos.com or call +65 6818 5590 (between 9am to 6pm). When contacting International SOS, schools should indicate that they are from the Ministry of Education and provide their Travel Tracker Account Username (i.e. their school generic email address). Sep 2017 4

Section 2 One-Time Travel Tracker Account Setup Instructions All schools are required to do a one-time account setup for the International SOS Travel Tracker Trip Registration. Before you set up the account, please check that you have received two emails (refer to sample emails below) from International SOS with the email subject: Welcome to Travel Tracker and Your Travel Tracker Password. These emails will be sent to the school generic email address. Schools will need to respond to these emails within 24hours. If schools encounter difficulties or miss the emails, schools may email onlinehelp@internationalsos.com or call +65 6818 5590 (between 9am to 6pm). When contacting International SOS, schools should indicate that they are from the Ministry of Education and provide their Travel Tracker Account Username (i.e. their school generic email address). Note the Password Complexity Rules: at least 8 characters long not have been used as one of your previous 12 passwords password contains a combination of the following character types : -> upper case characters i.e. A,B,..., Z -> lowercase characters i.e. a, b,..., z -> numerals :i.e. 0, 1,..., 9 Your Password will need to be updated every 90 days. Email 1 indicates the following: Travel Tracker Website Link Travel Tracker Account Username: Generic School Email Address ABC School ABC School ABC_School@moe.edu.sg Email 2 guides you in the password creation process Please note that as a security measure, account users will be requested to change their passwords every 90 days. ABC School ABC School Sep 2017 5

Section 3 International SOS Travel Tracker Trip Registration Instructions for Schools 1. Upon completion of the one-time Travel Tracker account setup, go to https://tracker.travelsecurity.com/ and login into the portal using your school generic email address and password. ABC_School@moe.edu.sg 2. Upon successful login, you will be directed to the following page: a) If you are registering the Teacher Chaperones in your Travel Tracker account for the first time, please follow these steps. i. Click Create New Traveller to create a profile for the Teacher Chaperone ii. You will be directed to the Profile Page as shown below: Sep 2017 6

iii. Key in all the necessary information as shown below: First name Surname Select Singapore If you require further clarifications on the input for first and last name, please refer to the FAQ for OEM Managers (Annex A) ABC School Select Preferred School name Select Mobile Select Singapore Mobile number where teacher chaperone can be contacted at during the trip Select Preferred Select Business Teacher Chaperone s official email address iv. Upon completing the necessary fields, click Save at the end of the page. The icon Create New Trip should appear. v. Click Create New Trip to enter the trip details. Proceed to Step 3. Note: More Teacher Chaperones can be added after keying in trip details. (Refer to Step 3b.) b) If you have registered the Teacher Chaperone previously, you do not need to create a profile for the Teacher Chaperone again. Please follow these steps: i. From the Travel Tracker Manual Trip Entry Page, enter the Teacher Chaperone s name in the box under Select Traveller and click the name on the dropdown selection. ii. Click Select and you will be directed to the following page: (2b.iii) ABC School iii. Click Create New Trip in the top bar to enter the trip details. Proceed to Step 3. Sep 2017 7

3. Add Trip Details a) Key in the Trip Name. The trip name is the OEE Trip ID obtained from OEM module on School Cockpit. Please refer to the FAQ for OEM Managers (Annex A) if you need further clarification on how to obtain the OEE Trip ID. b) Enter the name of a second Teacher Chaperone into the Add Travellers box and click Add. In the addition of Teacher Chaperones, please note the following: i. The Teacher Chaperone must have a profile created before the addition. If you have not created a teacher profile, please refer to Step 2. ii. iii. At least two Teacher Chaperones on each trip should be registered. (Schools should inform these registered Teacher Chaperones to perform check-ins on the International SOS Assistance App.) In the event that the team will not be travelling together throughout the trip, the details of the Teacher Chaperone accompanying each student group should be keyed in. c) Key in the flight details including airline name, flight number, departure/arrival city and departure/arrival time. (3a) OEE Trip ID (3b) (3c) If there are more Teacher Chaperones on same trip, input names and click Add Leave blank iii) Airline/ Departure/ Arrival City fields: Input then select from dropdown Input flight details and click Save. Ensure all segments (outbound and return) are entered. If the school is taking a coach instead of a flight, coach transport details can be keyed under the tab labelled Add Ground Transportation instead. Sep 2017 8

Note: When keying in your departure city/pickup city and arrival city/ dropoff city, a drop-down list showing several options will appear. Choose the most appropriate option. If your coach is departing from your school instead of the locations indicated in the drop-down list, the school may select the default option of (SIN) Singapore, Singapore - Singapore Changi Apt. d) Key in Accommodation details (i.e. name, address, check in/out dates). i. Enter the Accommodation name and check in/out dates ii. iii. iv. Enter the address and click Search button. You will have to wait for the map to load details of the exact location of your accommodation. Select the matching address from the list. v. If you cannot find the exact address, please select the closest option and drag the pin, on the map, to the desired location. e) Upon completion, click Save. Click to add accommodation Name of accommodation (3d.i) Check in/out dates (3c) Confirmation Number: Leave blank (3e) A map will be launched when you click on this field. Key in the accommodation address in the search box in the map. Select the address from the dropdown text and click Save. (3d.ii) (3d.v) Sep 2017 9

f) An email (sample shown below) will be sent to the registered Teacher Chaperones. Teacher Chaperones should verify that the itinerary details are accurate and complete. If there is incomplete or inaccurate data, Teacher Chaperones should inform the school administration team to update the trip details. Congratulations! You have completed your trip registration! Sep 2017 10

Section 4 International SOS Assistance App Instructions for Teacher Chaperones registered on Travel Tracker With the International SOS Assistance App, Teacher Chaperones will be able to access timely country information, alerts/updates as well as share real-time location check-in information. With information on their precise locations, Teacher Chaperones can receive advice, help and support quickly from International SOS, where necessary. 1. Download the Assistance App (icon shown below) from the ios App Store, Google Play or App World. 2. If you are a first time user, please click on Login with membership ID and key in the MOE/International SOS membership number: 02AABC092069. Click on this and key in the MOE/International SOS Membership Number 02AABC092069 Select 'Remember My ID" Sep 2017 11

3. Complete your profile by entering your necessary details Given Full Name (as in passport) Surname (as in passport) Select Singapore Your official email address Note: This email address must be the same address used by your school administration team to register you on Travel Tracker. Brian_Cheah@moe.gov.sg The mobile number that we can contact you at throughout the duration of the trip. You may change your number subsequently if you purchase a local SIM card at your destination. Please ensure that this SIM card is in your phone throughout the trip so that you can be contacted. 4. The following are some useful features in the app for Teacher Chaperones: a. Medical, Travel or Security Alerts [Refer to (4a)] b. Detailed Country Information [Refer to (4b)] c. Check in Location [Refer to [4c step 1 and 4c step 2] d. Call International SOS [Refer to (4d)] (4c.step 1) Press on the Alerts to view the details and recommendations (4a) Press on this icon to proceed to the Check-In screen Press on this to have access to detailed country information (4b) Press this icon to call the nearest International SOS Assistance Center to your current location. (4d) Alternatively, you can call the dedicated MOE Singapore International SOS hotline at +65 6338 0010 Sep 2017 12

(4c.step 2) Enter address if your current location is not accurately shown on map Press this icon to Checkin your current location 5. Before performing a check-in, please ensure you go through the following steps: a. Ensure the Assistance App is updated to the latest version (The current version may be verified on the App via Settings > Help Center) b. GPS (on Android) or Location Services (on ios) must be turned on for the Assistance app c. Ensure that the location you have been identified to be in is correct before you perform the check-in (Check-ins should preferably be performed outdoor in open spaces where GPS and Location Services work more effectively.) 6. Teacher Chaperones are advised to check-in (wifi /data connection is required to do so): a. Upon arrival b. At least once a day c. Whenever you travel to a new location, significantly far away from your current accommodation address (e.g. day trip to a different city) d. When you receive SMS alerts from International SOS Assistance App, requesting for an immediate check-in to be performed e. When you receive relevant travel alerts on serious incidents (performing a check-in will provide confirmation that you are safe) 7. If serious incidents occur, Teacher Chaperones may receive alerts (e.g. SMS or automated phone calls) requiring a response to indicate if they are safe or if they need assistance. They may also be asked to perform a check-in immediately. Teacher Chaperones should respond immediately. Sep 2017 13

Section 5A Annex A: Frequently Asked Questions for OEM Managers 1. Why should I register my school trips on Travel Tracker? Registering your school trips will allow Teacher Chaperones to receive pre-trip advisories before departure and receive real time travel alerts based on their check-in locations. With information on their precise locations, Teacher Chaperones can receive advice, help and support quickly from International SOS, where necessary. 2. When do I need to register my school overseas trip on Travel Tracker? Schools should register all school overseas trips on Travel Tracker when they e- register their trips with MFA, or earlier, once the required trip details have been confirmed. 3. Which trips need to be registered on Travel Tracker? All school overseas trips must be registered on Travel Tracker. 4. Where do I access Travel Tracker Trip Registration? There are 2 ways to access the Travel Tracker Trip Registration site: a. Visit the web site: https://tracker.travelsecurity.com b. Visit the MOE / International SOS Online Communication Portal (go to https://www.internationalsos.com and log in using the MOE/International SOS membership number: 02AABC092069) and click on the Travel Tracker Trip Registration icon. 5. Do I have to key in information of all Teacher Chaperones? Details of at least 2 Teacher Chaperones should be keyed in for each trip. However, if the team is not travelling together throughout the trip, details of Teacher Chaperones accompanying each team should be keyed in. This would allow MOE and International SOS to have visibility of the real time location of all school teams in emergencies. Please inform the registered Teacher Chaperones that they have been registered on Travel Tracker and are required to download the International SOS Assistance App and perform check-ins. They may refer to the instructions and FAQs for Teacher Chaperones in Sections 4 and 5 for more details. 6. Can I key in the personal email address of Teacher Chaperones when setting up their profile? School users must use their official email accounts. HQ users may choose to use an email account which can be accessed via the internet. 7. What trip details should I key in? There are 3 key compulsory fields that you need to fill in. They are: a. OEE Trip ID b. Flight details: Airline and Flight number, Departure/Arrival City, Departure/Arrival Time (Alternatively, if the school is travelling by coach, ground transportation details can be filled in instead) c. Accommodation: Name/Address of Accommodation, Check in/out date Sep 2017 14

8. What is the OEE Trip ID? This is the unique number generated by Overseas Excursion Management (OEM) Module on School Cockpit when the school first keys in their planned trip in the system. It is found in the first column of the generated report Overseas Excursion Export Utility (RE_OEM_EXP_CSV). The screenshot is appended below: 9. How should I key in First Name and Last Name of the Teacher Chaperones? Please key in their names based on the names in their passports, where First Name is the given name and Last Name is the Surname. Example: Name of Teacher Chaperone as per Passport is Tan Mei Ling Jane. First Name: Mei Ling Jane Last Name: Tan Example Name of Teacher Chaperone as per Passport is Ibrahim Bin Muhammad Ali First Name: Ibrahim Last Name: Muhammad Ali Example Name of Teacher Chaperone as per Passport is Sarjit S/O Singh First Name: Sarjit Last Name: Singh 10. How do I add more Teacher Chaperones for each trip? Within the Travel Tracker Trip Registration, there is a button that states Add Traveller. Please click on that and follow the stated instruction. The screenshot is appended below: Sep 2017 15

11. If my school is taking a coach instead of a flight, where do I key in my transport details? For trips that are made via coaches (i.e. trips to Malaysia) instead of flights, you will need to register the coach transport details in the tab labeled Add Ground Transportation. Please key in all details for both the outbound trip (Singapore to Malaysia) as well as the return trip (Malaysia to Singapore). The screenshot is appended below: 12. How do I reset my school s password? Please contact International SOS with the following information, and our Technical Consultant will come back to you within 24 hours. Email Address: onlinehelp@internationalsos.com Information to include in your email: a. Indicate that you have forgotten the password and you would like to reset it b. Indicate you are from the Ministry of Education (MOE) c. Indicate your Travel Tracker Account Username which is your School generic email address 13. How often must I change my school s password? You will be prompted to change your School s Travel Tracker Trip Registration password once every 90 days. Sep 2017 16

14. What is the number I can call to request for help on keying in trip information? You will have 2 forms of support, namely, a. Email us at onlinehelp@internationalsos.com b. Contact us at +65 6818 5590 (between 9am to 6pm) When contacting International SOS, schools should indicate that they are from the Ministry of Education and provide their Travel Tracker Account Username (i.e. their school generic email address). 15. How do I change/update the details of the trip? You will need to search for the Teacher Chaperone using the Select Traveller field. The screenshot is appended below: Once you have retrieved the Teacher Chaperone s trip details, you may proceed to change or update it accordingly. The updates will apply for all Teacher Chaperones who are on the same trip. The screenshot is appended below: ABC School Sep 2017 17

16. What happens if during the trip, there are flight delays resulting in changes to flight details? Do I have to update the trip details accordingly? Yes, you will have to update the changes. Please go into the Teacher Chaperone s profile, select the trip and update the details accordingly. 17. How do I delete trip details if the trip has been cancelled? Access the Travel Tracker Trip Registration and search for the Teacher Chaperone using the Select Traveller field. The trip will be listed and click on the trash can icon to delete the trip details. The screenshot is appended below: ABC School Click to delete trip 18. Do I need to delete trip details after the trip is completed? No, you do not need to delete any trip details upon completion of the trip. 19. How can I check that the trip details have been captured accurately? You can go into the Teacher Chaperones profile and all the trips that have been registered will be displayed. You can then go into each of the trip to check if details had been entered accurately. The screenshot is appended below: Sep 2017 18

Section 5B Annex B: Frequently Asked Questions for Teacher Chaperones 1. Why should I download and utilize the International SOS Assistance App? Downloading the app would allow you to receive real time travel alerts. By performing check-ins, you provide real time location visibility to MOE and International SOS. With information on your precise locations, you can receive advice, help and support quickly from International SOS, where necessary. 2. Can I still download and utilize the International SOS Assistance App if I am not the registered Teacher Chaperone on Travel Tracker? Yes, downloading the app would allow you to receive real time travel alerts. However, only registered Teacher Chaperones will be required to perform check-ins to provide real time location visibility to MOE and International SOS. In serious incidents, only the registered Teacher Chaperones would receive urgent SMS alerts requesting for responses and for check-ins to be performed, where necessary. 3. What happens if during the trip, there are flight delays resulting in changes to flight details? What do I have to do? Please inform your school administration team to update your trip details on the Travel Tracker Trip Registration system. 4. What is the MOE Membership Number? The MOE Membership Numbers is 02AABC092069. This is the unique member number for MOE users only. 5. What is the number to call if I need assistance? The 24-hour dedicated hotline for MOE users is +65 6338 0010. Schools are advised to call this number for advice or assistance. 6. What is the difference between pressing the call button in the International SOS Assistance App and calling the MOE-dedicated hotline of 6338 0010? The MOE dedicated hotline +65 6338 0010 is a direct number to the International SOS Singapore Assistance Centre, and your call will be managed by the designated Singapore team. Schools are advised to continue using this hotline even when they are overseas as there is a designated team which provides support to MOE. Pressing the call button within the Assistance App will route your call to the nearest International SOS Assistance Centre, based on your current trip location. They will provide the necessary support to you and link you up with the International SOS Singapore Assistance Centre. 7. Can I register using my personal email address? School users must use their official email accounts. Your email address will be matched against the trip registration details keyed in by your school s administration team. Hence, teacher chaperones must ensure that the official email address you use is the same as the address used by your school s administration team. HQ users may choose to use an email account which can be accessed via the internet. Sep 2017 19

8. If my school has another official email address instead of the MOE ICON email, can I use that instead? Your email address will be matched against the trip registration details keyed in by your school s administration team. Hence, if you prefer to use your school s email address instead of the MOE ICON email, you will need to ensure that your school s administration team also uses the same email address when registering your trip details in Travel Tracker. 9. I will be using a local SIM card when I arrive at my destination. How do I change my mobile number which was registered on Travel Tracker so that I can receive travel alerts from International SOS? You can update the change of mobile number in your profile, which can be easily accessed via the Settings Profile Phone Number. Remember to save your entries thereafter! The screenshot is appended below: 10. Can I switch between SIM cards during the trip such that I can use both my Singapore number and the local SIM number? It is important to ensure that you are contactable at all times on the mobile number that you have registered on the International SOS Assistance App. If you have registered using the local SIM number, you are advised to leave this SIM card in your phone throughout the trip so that you can receive urgent alerts in emergencies. 11. How should I key in my First Name and Last Name? Please use the name in your passport, where First Name is the given name and Last Name is the Surname. Example: Name of Teacher Chaperone as per Passport is Tan Mei Ling Jane. First Name: Mei Ling Jane Last Name: Tan Sep 2017 20

Example Name of Teacher Chaperone as per Passport is Ibrahim Bin Muhammad Ali First Name: Ibrahim Last Name: Muhammad Ali Example Name of Teacher Chaperone as per Passport is Sarjit S/O Singh First Name: Sarjit Last Name: Singh 12. How often should I check-in? Teacher Chaperones who have been registered on Travel Tracker by their school administration team are required to perform a check in via the International SOS Assistance App in the following scenarios: a. Upon arrival b. At least once a day c. Whenever you travel to a new location, significantly far away from your current accommodation address (e.g. day trip to a different city) d. When you receive SMS alerts from International SOS Assistance App, requesting for an immediate check-in to be performed e. When you receive relevant travel alerts on serious incidents (performing a check-in will provide confirmation that you are safe) 13. Is there a maximum number of check-ins I can perform each day? Teacher Chaperones can perform as many check-ins as they would like to. Performing check-ins more regularly would allow MOE and International SOS to have updated information on the location of school teams. This information would enable support to be provided to school teams quickly, where necessary. 14. How do I check-in? In the International SOS Assistance App, press the Check-in icon. You will be redirected to a location map that showcases your existing actual location (obtained via GPS signal). Press on the Check-in icon to submit your location information. Ensure that GPS (on Android) or Location Services (on ios) is turned on for the Assistance app. Check that the location you have been identified to be in is correct before you perform the check-in. Check-ins should preferably be performed outdoor in open spaces where GPS and Location Services work more effectively. In the event if your GPS signal is weak and your location is not shown on the location map, you can key in the exact address of your current location and proceed to Check-in. The screenshot is appended below: Sep 2017 21

15. I am travelling to a place with limited Wifi connectivity and may face problems checking-in. What should I do? If Teacher Chaperones are planning to travel to places with limited Wifi connectivity, they are advised to perform check-ins before departing to these places and to perform check-ins once they are able to do so. They should still keep their mobile phones turned on so that they can receive SMS alerts in emergencies. 16. Do all Teacher Chaperones need to check-in? Only Teacher Chaperones who have been registered on Travel Tracker by their school administration team are required to perform check-ins. If the team is travelling together throughout the trip, it would suffice for one Teacher Chaperone to perform the check-ins. However, if the team is not travelling together throughout the trip, Teacher Chaperones accompanying each team should perform check-ins. This would allow MOE and International SOS to have visibility of the real time location of all school teams in emergencies. 17. How should I respond to the alerts I may receive if serious incidents occur? If serious incidents occur, Teacher Chaperones who have been registered on Travel Tracker by their schools may receive alerts via SMS or automated phone calls requesting for an immediate response. Teacher Chaperones will be instructed to provide responses based on options provided in the SMS or phone call. The alerts might be sent multiple times until a response is received. 18. What is the number I can call to request for help and/or technical support on using the International SOS Assistance App? You will have 2 forms of support, namely, a. Email International SOS at onlinehelp@internationalsos.com b. Contact International SOS at +65 6818 5590 (between 9am to 6pm) Sep 2017 22

When contacting International SOS, schools should indicate that they are from the Ministry of Education and provide their Travel Tracker Account Username (i.e. their school generic email address). 19. What if the registered Teacher Chaperone on Travel Tracker is unwell and unable to perform the check-in? Can I change the registered Teacher Chaperone? In such situations, please ensure that the registered Teacher Chaperone details are changed in the Travel Tracker Trip Registration System. You may contact your School Administration team to notify them of the changes to the registered Teacher Chaperone so that they can update the details accordingly. Sep 2017 23