Our Services

EOS’s crisis PR consultants helps our customers prepare, defend, and manage reputational issues. Our preparatory service enables clients to understand the risks they face and to be prepared should they arise. Preparedness work includes:

Advise: Reputation risk analysis - a review of what risks the organisation face and the likelihood and potential impact of these. The analysis would include likely stakeholder and media response, and the preparation of holding lines for given situations.

Protect: Crisis Communications Manual review or creation - existing crisis communications manuals could be reviewed and updated as required to ensure it contains key information. If no existing material exists, then a crisis communications manual can be written that would include:

• Organisations overall approach to effective crisis management
• Call-out process to properly inform key personnel when crisis breaks
• Details of roles and responsibilities during a crisis
• Guidelines and templates to ensure swift and consistent action
• A desktop exercise to ensure teams have tested the procedures and processes they would deploy in a crisis. Additionally, this processes tests individual roles and responsibilities as well as key messaging an organisation would need in a crisis.

Assist: Crisis counsel and tactical guidance, including support on the ground around the globe - The Crisis PR team is available on a call out basis to provide 24/7 advice, tactical support and guidance whenever the client should require us. EOS PR Consultants have offices in key global locations including Europe, the Middle East and Asia, as well as affiliate offices in South America and Africa, meaning that we can provide support on the ground wherever the issue may occur.

Crisis Press Office: Alongside any existing communications team or on our own, we can act as the insured’s press office to field press enquiries, issue positional statements and respond to media, ensuring that the client’s position is communicated and understood, and inaccurate information is challenged and corrected.

Media Monitoring and Analysis: We will conduct round the- clock monitoring and analysis of print, online and social media, put in place for each crisis by search terms, to ensure that potential threats are identified and addressed at the earliest opportunity.

Litigation Support: Managing and protecting reputation before, during and after litigation using our bespoke Reputation Planning Guide.

Working with both underwriters and product manufacturers directly, EOS provides end-to-end Product Recall and Malicious Product Tampering (MPT) assistance services, including response. We work in tandem with a leading product recall specialist in order to provide a more holistic service to underwriters wanting a holistic response provider. 

Our product recall service is provided by our quality controlled specialist consultants which, include food and product safety experts and former UK law enforcement officers specialising in MPT, extortion, and product recall cases. The consultants are supported by a formally controlled global network of laboratories and testing facilities, providing true Worldwide coverage.

Product Recall and MPT services provided include:

• Investigations
• Crisis Management Team membership
• Action Planning
• Testing
• Call Centre Implementation
• Crisis Public Relations and Communications advice
• Customer and Authorities expectations advice
• Similar incident information provision
• Use by date advice
• Root cause analysis
• Development of risk assessments
• On-site visits and assessments
• Arrangement of certified destruction

The havoc of the Arab Spring and the outcome from natural disasters underscore the requirement for robust evacuation plans to be in place to ensure the safety of staff in rapidly escalating situations, especially when government and infrastructure is overwhelmed or has ceased to function. EOS Response experts combine experience and best practices with 24/7 multi lingual response to help clients plan and execute the safe evacuation of personnel and their dependents from deteriorating environments. Our response experts deliver frontline assistance during crisis, emergency response and evacuations. Our intelligence and advisory department provides constant over-watch for any live cases, keeping our response teams updated on events that could impact their operations. 

We have partnered with leading aircraft charterers and medical response networks to ensure a holistic offering. Seamless coordination is provided by our UK-based assistance centre, which can direct privileged access to our global security provider network and in-country experts. 

EOS Risk’s Crisis Response Team has resolved over 500 cases, including conventional kidnap for ransom, express kidnap, marine piracy, marine hijack, terrorist/political kidnap, threat, extortion and illegal detention. With particular expertise in emerging markets, we have experience resolving cases in 63 countries and almost 20% of the total originated at sea.

Our K&R and extortion practice is retained by Lloyd's of London underwriters. We take compliance very seriously and always ensure legal counsel is provided for each case. 

WHY EOS?

Preparedness Our first priority is to mitigate the likelihood of a kidnap or abduction event occurring. EOS case officers deliver a portfolio of kidnap mitigation and preparedness services to enhance security awareness and teach best practice. Our experts mentor management, helping to put in place fundamental structures and processes, and rehearse likely scenarios. We prepare people at every level within the organisation to enable effective avoidance practices and, when needed, a speedy response.

Response Teams EOS has one of the largest retained teams of specialist kidnap responders. We invest significantly in our teams and never subcontract our services. We recruit from diverse first careers including the military, international law enforcement, legal, intelligence and diplomatic services. Our response teams always include case experienced legal counsel to ensure both best practice and full compliance. Our multilingual teams cover spoken English, Spanish, French, German, Dutch, Italian and Arabic. Available for immediate, worldwide deployment, our kidnap response service is underpinned by a competitive selection and recruitment process, regular training, case experience sharing and learning. We maintain the highest quality assured standards.

Support Our 24/7 Operations and Crisis Response Centre (OCRC), staffed by trained personnel, supports and co-ordinates all response events. Our response intelligence analysts provide initial briefings to the Crisis Response Team, supporting the responders in profiling the kidnappers, monitoring media activity and highlighting potential threats during the negotiation, extraction and repatriation stages of a case. This ensures EOS Risk’s responders have the latest information available enabling informed decision making.

Global Reach Our Crisis Response Practice is global. Our network of international offices and associates are at the full disposal of our response teams. Our international staff is trained to assist in the critical early stages of an event, until one of our dedicated response consultants arrives in country.

Speed A Crisis Response case officer will respond within minutes of the initial call being received and provide immediate initial counsel, whilst a responder is being deployed. The immediacy of response ensures clients are supported with expert advice and information from the outset.

Insight & Acumen Our accumulated case experience, our comprehensive knowledge and our depth of understanding enable our responders to manage complex negotiations under duress.