ORS Report 2019 englisch

ORS
Annual Report
2019
Neutral, flexible, mindful.

2

Paradigm shift
in migration brings
opportunities
for ORS
Dear Readers,
We have been working to accommodate, support and integrate asylum seekers
and refugees for 28 years now. Shoulder to shoulder with our employees
and partners, we have experienced many highs and lows along the way, and
these have always served to make us stronger. This was no different in the
2019 financial year.
Figures and challenges
The decline in asylum applications in Europe has meant that capacities
have had to be adjusted and facilities closed. More intense competition in
Switzerland, particularly from state-run and state-subsidised providers and
charities, has distorted the market and squeezed costs. Nevertheless, we
have held to our high quality standards throughout and are delighted that
the Group was able to renew several mandates and gain new ones in public
bidding processes last year.
3

Management values
To manage a company with over 1,300 employees, we need rules, processes
and shared values. We held a workshop with all the managers of the national
organisations and drew up a set of common management values to provide
guidance and motivation in our day-to-day operations. They focus on mutual
trust, decisiveness, prompt and transparent communication, a sustainable
use of resources and respect in our dealings with others.
Looking ahead: finding even better ways to do good
Along with our partners and our Advisory Board, we are keeping a close eye
on political developments and are keen to extend our services to countries
that are facing refugee pressure, particularly those at the external borders of
the EU. Thanks to our management structure and our decentralised organisation
that is built on trust and cooperation, we are able to adapt effortlessly
to our partners’ needs and have in-depth knowledge of local conditions. Here,
it seems, we owe much to the cultural diversity of our organisation and the
fact that over 40 percent of the senior management roles are filled by women.
ORS is unique: no other organisation in the European asylum and refugee
sector combines such a wide geographical presence with almost 30
years of experience and expertise. We are not affiliated to any religion or
party – our responsibility is towards our partners. Our flexibility when it
comes to managing complex infrastructures has been audited and certified
multiple times. And our focus throughout remains on the people entrusted
to our care. It is important that we treat them with respect and dignity, in
keeping with our values: neutral, flexible, mindful.
The following pages provide fascinating insight into the ORS world. If
you are interested in working with ORS – as a partner, an employee, a local
authority or a government – please get in touch with us.
Dr Jürg Rötheli
CEO ORS Group
4

Contents
Paradigm shift in migration brings opportunities for ORS ..................... 3
ORS Group facts & figures ......................................................................... 6
Group management .................................................................................... 8
ORS Switzerland – ‘Prospects for Switzerland’ ..................................... 10
ORS Germany – ‘Restructuring and expansion in Germany’ .............. 14
ORS Austria – ‘Consolidation and change in Austria’ ........................ 18
ORS Italy & Spain – ‘Challenges in southern Europe’.......................... 22
Finances ................................................................................................... 24
ORS network ............................................................................................ 28
ORS Advisory Board – sincere commitment ......................................... 29
Five questions for Ruth Metzler-Arnold ................................................ 30
Guest editorial by Dr Michael Spindelegger ......................................... 32
Professional development, management and training ......................... 34
Our values ................................................................................................ 36
Our locations ........................................................................................... 38
Contacts ................................................................................................... 39
5

ORS Group facts & figures (as at December 2019)
Facilities/Mandates
113
DE
CH
88
AT
17
7
IT
1
Nights’ accommodation provided
2,759,766
CH
1,803,683
AT
461,304
DE
335,220
IT
0
Bed capacity
14,946
CH
6,700
AT
2,537
DE
5,659
IT
50
Number of employees
1,319
DE
CH
745
AT
307
239
IT
28
6

7

Group management
Claude Gumy
Deputy Managing Director ORS Switzerland
Jochen Wenderoth
Head of HR ORS Group
Martin Nyfeler
CFO ORS Group
8

Jürg Rötheli
CEO ORS Group
Carolin Wälz-Fabregon
Managing Director ORS Germany
Wilhelm Brunner
Managing Director ORS Austria
Maurizio Reppucci
Managing Director
ORS Italy and Spain
Thorsten Weber
Managing Director ORS Switzerland
9

ORS Switzerland – ‘Prospects for Switzerland’
MILESTONES
2019
Awarded mandate
for cantonal support and integration
in the canton of Bern
ORS endorsed by the
State Council,
canton of Fribourg
Enhancement of the catering-based
labour market integration
programme ‘La Salamandre’ for
young asylum seekers
Launch of
four cantonal
repatriation
centres in the
canton of Zurich
JANUARY
FEBRUARY MARCH APRIL MAY JUNE
10

New service agreements
for support and integration roles
at a local level
New federal asylum centre
in Flumenthal, Solothurn
ORS hands responsibility for
Ticino and Central
Switzerland back
to the State Secretariat for
Migration (SEM)
ORS demonstrates its
strengths, helping
unaccompanied
young asylum
seekers to find a place
in the labour market
JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER
11

‘Our task is to find the perfect balance
between our partners’ requirements and
the expectations of the people in our care.
In 2019, ORS Switzerland was able to
retain key mandates and win further contracts.
We continue to believe in trustbased
collaboration and are interested in
establishing new partnerships of equals.’
Thorsten Weber, Managing Director ORS Switzerland
12

ORS Switzerland – ‘Prospects for Switzerland’
New beginnings in the canton of Bern
ORS submitted a 787-page support and integration
concept as part of an application for
a mandate in the canton of Bern. The canton
is interested in helping asylum seekers attain
long-term economic independence – an
approach that is very much in line with our
strategy. We were delighted to be awarded the
contract for the Emmental-Oberaargau region.
Shortly afterwards, we won another contract:
ORS has been tasked with managing three cantonal
repatriation centres for rejected asylum
seekers from spring 2020.
Canton of Fribourg: labour market
integration for young asylum seekers
We have been a trusted partner of the canton
of Fribourg for many years. Over the course of
the year, capacities were adjusted to reflect the
decline in asylum applications and some accommodation
centres were closed. At the same time,
we expanded our integration programme, ‘La
Salamandre’, that trains asylum seekers to work
in the catering industry.
Repatriation centres in the canton
of Zurich
The takeover of four repatriation centres
brought various innovations and the addition
of qualified nurses, ensuring that those in need
have quicker access to medical services. Digitisation
of residents’ files and new accounting
processes simplified administrative work. Our
partner provided very positive feedback about
the measures we implemented.
New federal asylum centre in Flumenthal
A new federal asylum centre (FAC) has opened
in Flumenthal in Solothurn. The building, next
door to a correctional facility, accommodates
up to 250 people. The State Secretariat for Migration
(SEM) required the centre in order to
offset the loss of capacity caused by the closure
of the federal asylum centres in Muttenz and
Lyss-Kappelen. ORS remains the trusted partner
of the SEM and holds responsibility for all
centres, with and without processing facilities,
in the regions of Northwestern Switzerland,
Bern and French-speaking Switzerland.
Support for unaccompanied minors
As part of the mandate for the canton of Solothurn,
18 of 108 unaccompanied minors (MNAs)
were successfully integrated in 2019. Of the 90
MNAs currently undergoing vocational training
and receiving coaching in how to apply
for work, 26 are doing an apprenticeship, with
some apprentices already in their second year.
The first five MNAs completed their apprenticeships
in 2019 and are now ideally placed to
make their own way in the world.
Sale of OSP
The company OSP, which specialised in tourism,
was sold to the G&P Group at the beginning
of the year. The G&P Group has retained
our long-standing, dedicated team. At the end
of April, the federal contract for processing
the special charges paid by working non-Swiss
nationals also came to an end as a result of a
change in the law. The ORS offices at the SEM
in Bern-Wabern were closed. By selling OSP,
ORS is focusing on its core business – the support
and integration of asylum seekers.
13

ORS Germany –
‘Restructuring and expansion in Germany’
MILESTONES
2019
Expansion in NRW
ORS awarded the contract for
two central accommodation facilities
(St Augustin and Wegberg)
WEICHE integration restaurant
recognised as a training
facility by the Chambers of
Industry and Commerce
Operational reinforcement
in the form of
two new regional
management teams
Contract
awarded
for the Tübingen
reception centre
WEICHE restaurant
awarded AZAV
certification
Launch
of the St Augustin
central refugee facility
Launch
of the Wegberg
central refugee
facility
JANUARY
FEBRUARY MARCH APRIL MAY JUNE
14

Five-year ORS anniversary
First participants in the WEICHE programme
Launch of the reception centre in Tübingen
Code of conduct, management values
and mission statement implemented
Launch of the
Landsbergerstrasse
hostel in Munich
German senior management
team and HQ team complete
Optimisation of
quality management
Successful close of year
with the award of
two new contracts
JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER
15

‘2019 was a year of expansion and new beginnings.
Within a year, we almost tripled
our workforce and were able to begin work
on new mandates. To support our frontline
teams, we all need to roll up our sleeves
and muck in! – We have practically rewritten
the entire organisation and brought on
board brilliant new colleagues to make this
journey with us.’
Carolin Wälz-Fabregon, Managing Director ORS Germany
16

ORS Germany –
‘Restructuring and expansion in Germany’
ORS moves into NRW
Our work in North Rhine-Westphalia began in
spring 2019 with the new contract to run the St
Augustin central refugee facility on behalf of
the Cologne district government. Under normal
conditions, the St Augustin facility offers space
for 600 people.
The Wegberg central refugee facility followed.
With over 80 individual buildings, a capacity
of up to 800 (under normal conditions) and
a workforce of over 60, this is the largest ORS
facility in Germany.
Capacity expanded
in Berlin and new contract for Munich
Following the renovation and expansion of the
accommodation at Colditzstrasse in Berlin, capacity
has increased to over 430. Our open day was
attended by local residents, representatives of the
State Office for Refugee Affairs, the district mayor
and the Berlin senator in charge of integration.
In August, we were delighted to be awarded
the contract for an accommodation centre in Munich.
This is a short-term contract, and our excellent
collaboration with the government of Upper
Bavaria is due to end at the beginning of 2020.
First participants in our
integration programme
In September, we welcomed the first trainees at
the ‘WEICHE’ in Freiburg, our training restaurant,
which opened in February. Six months of
catering and service training at the contemporary
restaurant on the Güterhallen site will prepare
them for the labour market. Representatives of
the Federal Employment Agency and the local authority
visited our premises and were impressed
by the potential and quality our qualification
scheme offers.
Five years of ORS Germany
In autumn, we celebrated the fifth anniversary of
ORS’s arrival in Germany. Despite the declining
numbers of refugees, we are proud that our organisation
has managed to grow, and we marked
the anniversary with a competition, staged in all
our facilities, to find the best support ideas. The
prize was a voucher with a value of EUR 555.
Headquarters taking shape
We started out with a few isolated individuals
in January but by autumn, the team was really
beginning to take shape: in addition to the crucial
senior management positions, we were able to fill
other key positions such as quality management,
training and education and other specialist posts,
and are continuing to professionalise our processes
and workflows. Our goal is to regulate all
processes and responsibilities by the end of the
year so that we are able to offer our front-line colleagues
in the facilities the best possible support.
Successful close of year brings
two new contracts
At the end of 2019, our long-term trusted partnership
with the regional council of Tübingen
in Baden-Württemberg resulted in a new contract
for the reception centre in Tübingen and
the renewal of the contract to run the regional
reception facility in Sigmaringen. Sigmaringen
is our longest-established facility. We trial new
approaches and train new colleagues here.
17

ORS Austria – ‘Consolidation and change in Austria’
MILESTONES
2019
Recognition of expertise
of ORS employees – launch of
the internal ‘Culinary Olympics’
17 ORS employees
complete the ‘Asylum and
Migration Support’ course
at the University of
Klagenfurt
Conferral of the
‘Innovation Award’
Nomination of the
‘Support team
of the year’ with
the best employment concept
New location opened
ORS Integration
Forty-four ORS
employees put on
an impressive
performance
in the Vienna City Marathon
JANUARY
FEBRUARY MARCH APRIL MAY JUNE
18

Hunger strike at the repatriation centre
in Fieberbrunn professionally handled by staff
Introduction of an IT-based stock
management system for digital control of the
process of issuing clothing, shoes, toiletries, etc.,
to residents
ORS is partner at the
Vienna Migration
Conference
HACCP
recertification
for our industrial kitchens in
Traiskirchen, Bad Kreuzen,
Fieberbrunn and Thalham
JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER
19

‘Irrespective of political changes, we at ORS
have proven ourselves a reliable partner in
Austria – a partner that is able to count on
tried-and-trusted processes and competent
employees. Even times of change, loyalty
and quality are lasting values for us.’
Wilhelm Brunner, Managing Director ORS Austria
20

ORS Austria – ‘Consolidation and change in Austria’
Labour market integration begins
In March, we launched ORS Integration with
its own, separate location. The main focus is
on vocational training and work placements.
Initial contracts have already been agreed with
prestigious retail companies and various small
and medium-sized trade and repair businesses,
allowing people with a migration background
to develop career prospects. In 2019, we helped
a total of around 100 individuals find a place in
the labour market.
Fall in asylum applications leads
to closures
The decline in asylum applications forced our
partners to reduce their capacities. The special
support facility in Graz and the distribution
centres in Innsbruck and Vienna were closed.
Successful development programme for
ORS employees
We are very proud of our 17 colleagues who
successfully completed the three-semester
‘Asylum and Migration Support’ programme
at the University of Klagenfurt. They have
proven that it is possible to gain an academic
qualification while working. As an employer,
we encourage our workforce to participate in
continuing professional development. We firmly
believe that this helps boost the quality of the
services we offer.
ORS at the Vienna Migration Conference
ORS was the event partner of the Vienna
Migration Conference for the second time in
2019. The ICMPD’s (International Centre for
Migration Policy Development) flagship event
brings together high-profile international participants
to discuss challenging issues in the field
of international refugee and migration policy.
The event provides ORS with a perfect opportunity
to showcase its long-standing, international
expertise. A delegation of our Group management
members attended the two-day conference.
HACCP certification for our industrial
kitchens renewed
Catering is, of course, a central theme at our
accommodation centres. We are delighted that
all four ORS industrial kitchens – in Traiskirchen,
Bad Kreuzen, Fieberbrunn and Thalham – had
their HACCP certification renewed, demonstrating
that our catering facilities deliver the
best possible standards in terms of hygiene and
quality.
21

‘We are learning from each bidding process
and having to overcome a range of obstacles
on a daily basis. But stamina and determination
always pay off in the end.’
Maurizio Reppucci, Managing Director ORS Italy and Spain
22

ORS Italy and Spain –
‘Challenges in southern Europe’
Success in bidding processes
After taking part in nine bidding processes in
the regions of Lombardy, Friuli and Sardinia
in 2019, we saw off the competition and were
awarded the contracts for a repatriation centre
in Macomer, Sardinia and a reception centre in
Monastir, Sardinia, both of which will open at
the beginning of 2020.
Networking and positioning
Good connections with decision makers in
government, business and society are helping
us to position ORS as the service provider for
asylum-related support and accommodation
roles. We are particularly grateful for the networking
assistance offered by the Swiss Hub
in Milan and the Swiss embassy in Rome. In
summer 2019, the Swiss embassy invited us to
visit and share our thoughts on international
refugee issues.
ORS founds new national organisation
in Spain
In summer 2019, we expanded our commitments
in southern Europe. The foundation of
ORS Spain signals our intention to support the
authorities on the Iberian peninsula in dealing
with the flow of refugees. We were able to draw
on our experiences in Italy when setting up
ORS in Spain.
Public perception
With the increasingly public positioning of ORS
in Italy, media interest is growing. ORS is regularly
mentioned in the media. We are intensifying
our networking efforts and showcasing our
work in order to build trust in our services because
this is the measure of our success.
23

Finances
FIGURES
2019
Review and
outlook
Contrary to the trend in southern Europe,
asylum applications in the German-speaking
countries where ORS is active fell during the
reporting year. In 2019, the focus of the ORS
Group was on stabilising profitability and a
growth strategy for the German and Italian
markets.
In a challenging environment, the ORS
Group was able to exceed the budgeted
turnover, although the turnover level is significantly
below that of 2018. The operating
profit rose slightly in comparison with the
previous year.
Sources:
Asylum Statistics 2019 – State Secretariat for Migration SEM,
Bern-Wabern, 31 January 2020 | BMI Asylum Statistics 2019 |
Federal Office for Migration and Refugees, Asylgeschäftsbericht
[Asylum Statistics Report], December 2019
Germany
In Germany, the number of initial asylum
applications fell by 12% when compared
with the previous year and the number of
follow-up applications by 2.1%. Bucking
the downward trend in applications, ORS
Deutschland GmbH was able to win new mandates,
strengthening its position in the market
and reporting significant growth. Turnover
in the reporting year was almost double that
of the previous year. The German company’s
share of the ORS Group turnover now stands
at around 10%.
Because ORS’s share of the German market
is still relatively small, it is possible that
we will also see further growth in the coming
year, despite the continuing decline in asylum
applications.
Switzerland
Asylum applications in Switzerland continue
to fall. Overall, just under 1,000 fewer applications
were made than in the previous year – a
7% decline. The fall in asylum applications
led to a reduction in the overnight accommodation
figures. ORS Switzerland’s share
of the ORS Group’s total turnover stands at
66%. Local mandates are the most lucrative
for Switzerland, followed by the federal mandate
(SEM) and the collective accommodation
in the cantons.
We anticipate growth in the field of collective
accommodation in particular in the
coming year as ORS Switzerland has been
awarded two mandates in the canton of
Bern, commencing in the middle of the year.
Conversely, the loss of the Central Switzerland/Ticino
region in the federal mandate
(SEM) has led to a reduction in turnover.
24

‘The ORS Group has the financial means to react
to fluctuating numbers in the asylum sector. In a
competitive environment, our practical and financially
viable concepts give us a leading edge.’
Martin Nyfeler, CFO ORS Group
The negative financial trend of the local
mandates led us to draw up new service
agreements and offer them to the local authorities
with the aim of stabilising profitability
in this area. The reduced turnover
is the result of the switch to the new system
of agreements.
Austria
The number of asylum applications has
also continued to fall in Austria. In 2019,
external circumstances – the closure of
the Balkan route and the route through
Libya in particular – plus tighter domestic
restrictions resulted in a drop in the number
of asylum seekers arriving in Austria.
The number of asylum applications fell by
around 9% compared with the previous year.
We significantly exceeded the result
budgeted for Austria. However, the closure
of several centres led to a drop of over CHF
19 million in turnover when compared with
2018. The Austrian company’s share of the
ORS Group’s turnover is around a quarter.
Further facilities are set to close in 2020
and this will lead to a slight reduction in
turnover, but we anticipate that the increased
use of the remaining centres will
offset this to a large extent.
Italy
In 2019, ORS Italia s.r.l., founded the previous
year, took part in several bidding processes.
The main aim was to win contracts
for the current financial year, and the company
achieved this when it was awarded the
mandate for the repatriation centre CPR
Macomér. The mandate was scheduled to
commence on 1 December 2019 but was
postponed until 1 January 2020. As a result,
the company did not generate any turnover
during the reporting year. With our start
date now confirmed for 1 January 2020, the
prospects for the coming year are looking
positive. Our aim is to win further mandates
in Italy and consolidate our position in the
Italian market.
25

Finances
ANNUAL RESULTS
2019
Turnover per country (in thousands CHF) 2019 2018
Switzerland 87,832 99,793
Austria 31,758 51,234
Germany 13,135 6,749
Total 132,726 157,777
Operating profit (EBITDA) 1,774* 1,338
Turnover split, Switzerland
SEM 26,183 19,392
Collective accommodation 23,615 29,804
Local mandates 34,931 40,095
Integration 2,754 2,541
Special charge 348 1,988
OSP Touristik - 5,973
Total ORS Switzerland 87,832 99,793
The consolidated annual statement for 2019 was prepared in accordance with
Swiss GAAP FER guidelines and audited by Baker Tilly OBT. The auditor’s
report contains no findings of discrepancies.
* Operating profit before exceptional items relating to other periods
26

Switzerland
87,832
Austria
31,758
Total
132,726
Germany
13,135
Sources:
Asylum Statistics 2019 – State Secretariat for Migration SEM,
Bern-Wabern, 31 January 2020 | BMI Asylum Statistics 2019 |
Federal Office for Migration and Refugees, Asylgeschäftsbericht [Asylum Statistics Report], December 2019
27

ORS network
In our work, we enjoy the support of a range of organisations and institutions. We value both the
practical assistance they provide and the opportunity to discuss the challenges involved in the migration
sector.
Our quality standards
We set high quality standards for our work, and certification authorities regularly audit our process
and quality management. ORS has been awarded six different certifications.
28

ORS Advisory Board – sincere commitment
Our Advisory Board is a professional body that advises ORS on current and future migration issues. It
recommends approaches for implementing the strategy and developing the business. It is composed
of prominent political figures, entrepreneurs and migration experts from the DACH region:
Ruth Metzler-Arnold (President)
Former Federal Councillor (CH), Minister of
Justice and Police, President Switzerland
Global Enterprise, member of several boards
of directors, member of the University
Council, University of St. Gallen (CH)
Rita Fuhrer
Former member of the cantonal government
of Zurich, Department of Social
Affairs and Security (CH) and former
Minister of Economic Affairs (CH)
Thomas Bäumer
CEO of Colosseum Dental Germany,
former CEO Adecco Germany
and Austria, committee member of the
Confederation of German Employers’
Associations (BDA, DE)
Erwin Jutzet
Former member of the cantonal
government of Fribourg, Department of
Security and Justice and the National
Council (Switzerland)
Dr Michael Spindelegger
Former Vice-Chancellor and Foreign
Minister of Austria (AT), General Director
of the International Centre for Migration
Policy Development (ICMPD)
29

Five questions for
RUTH METZLER-ARNOLD
PRESIDENT OF THE
ADVISORY
BOARD
What motivated you to
join the ORS Advisory
Board?
I was familiar with ORS from my days as a Federal
Councillor and I appreciated the work they
did. Back then, ORS was already an extremely
important partner for the FDJP – a partner we
could rely on. For Swiss asylum policy to succeed,
we need organisations like ORS. The best policy
is no use if it doesn’t work in practice. I still keep
a keen eye on Swiss migration policy and see
everything that is happening – the good and the
bad. That’s why I’m involved in the Advisory
Board at ORS. It’s my way of engaging with Swiss
migration policy.
30

In the public sector,
where do you feel
the opportunities
for private service
providers lie?
An independent organisation like ORS
offers a tremendous degree of efficiency
and flexibility. Situations surrounding the
accommodation and support of refugees
are highly volatile. With its agile structures,
ORS can provide ideal support for the public
sector and is able to set up and dismantle
support structures virtually overnight. It’s a
model that has proven its worth in times of
crisis. And it offers a win-win situation for
both sides.
What developments
have you seen since
you took up the post
almost three years ago?
Over the course of its almost 30-year history,
ORS has succeeded in establishing long-term
relationships of trust with its partners. The
authority and neutrality with which it delivers
services in a political environment are
unique. In recent years in particular, ORS has
demonstrated courage and taken a major step
forward when it comes to transparency. It
has published its financial figures, for example
– something that very few other support
providers in Switzerland do. The Advisory
Board recommended this transparency and
worked with the senior management team
to prepare the first publication.
What has surprised you
most since getting to
know the organisation
from the inside?
I had lost sight of ORS over the years and I
wasn’t fully aware how broad and international
it had become in the meantime. One
thing I was particularly delighted about
was the active role the organisation plays
in encouraging the integration of asylum
seekers. Some of our partners now make this
an integral part of the mandate.
The former Federal Councillor (Director of the Federal
Department of Justice and Police, FDJP) and former Finance
Director of the canton of Appenzell Innerrhoden is president or
member of various boards of directors and foundation boards.
A qualified lawyer and chartered accountant, she has been
President of the ORS Group Advisory Board since mid 2017.
What is your vision
for ORS?
In Europe, ORS has the potential to play an
even greater role as a professional service
provider in the asylum and migration sector
and to deploy its services at the relevant
hotspots. Some of the support structures in
other countries are not yet fully developed,
which means that other countries can
benefit enormously from ORS’s expertise.
This will be particularly true if, as expected,
the flow of refugees to Europe increases
again after the pandemic. There is still
huge potential for development where
integration is concerned. ORS will work
intensively on this in the coming years and
will be measured by the results.
31

Guest editorial by
Dr Michael Spindelegger
MIGRATION SITUATION IN
EUROPE
The International Centre for Migration Policy
Development (ICMPD) was founded in 1993 by
Austria and Switzerland and has since expanded to
18 member states. From its headquarters in Vienna,
around 350 experts observe worldwide movements
of refugees and issue recommendations to governments.
Dr Michael Spindelegger has been General
Director since 2016. The former Vice Chancellor
and Austrian Foreign Minister also brings his political
expertise to the ORS Advisory Board.
When it comes to migration, we at the ICMPD
are convinced that we have only been able to
handle the challenges we face in Europe through
close partnership, cooperation and political
dialogue with our partners outside Europe. It is
important that this partnership is one of equals
and that the interests and priorities of both sides
are acknowledged. Constant political dialogue is
required, along with concrete and positive results.
At ICMPD, we are closely involved in the major
political conversations about migration and we
see the same priorities again and again: the desire
for dialogue and genuine partnership, the desire
for concrete measures that genuinely achieve
something, and the need to ensure that economic
stakeholders are more closely involved than in the
past.
If labour migration is to function more successfully
in future, we need ‘competence partnerships’
with organisations that will introduce our educational
standards to their own labour markets and
prepare migrants for our labour market. The
proposals for a new migration pact will assign a
prominent role to this approach. To make certain
that it actually works in practice, we need to ensure
that we work more closely with the private sector,
particularly when it comes to investments and
educational/training expertise.
We need to collaborate with organisations
and companies that have expertise in supporting,
accommodating and integrating asylum seekers.
ORS is a respected service provider, already held
32

in high regard by decision makers in governments
and authorities in various European countries. We
need close collaboration at government level in
the field of migration control. We know that the
best way to reduce irregular migration involves
a combination of strict migration control AND a
willingness to remain open to labour migration,
supported by close political collaboration between
the country of origin and the host country.
Only doing one of the two – strictly controlling
migration or encouraging labour migration – will
not prove effective. This approach also means we
have to ensure that people who do not meet the
legal requirements to remain in Europe return
to their home country. I am certain that the
European migration system will function far
more effectively in future with the collaboration
of partners outside Europe – and, as a result, will
be more resilient in the face of a crisis than it
has been in the past. When discussing migration
to Europe today, there is one subject we cannot
avoid: the COVID-19 crisis. Its impact on society
and the economy has been extensive, and the crisis
as a whole is also proving a major factor when it
comes to the issue of ‘migration’.
The restrictions on mobility that we are
experiencing as a result of the COVID-19 crisis
are unprecedented. The central challenge, to put
it simply, is this: any new migration policy in the
post-coronavirus period must ensure the health
and safety of the migrants and the health and safety
of the population of the host country. ICMPD
encourages constructive dialogue between all
parties involved.
Flow of refugees
to Europe
Overland
By water
33

Professional development, management and training
PERSONNEL DATA
2019
Our workforce: 1,319
times competence
and diversity
ORS employs a workforce of 1,319 in 15
different professional fields, including social
workers, nursing professionals, integration
experts, trades specialists and cooks. Whether
they work in training, HR, admin, finance, IT
or marketing, every individual brings their
own particular expertise with them, and
together they enable us to offer a broad range
of services. We are hugely indebted to all our
colleagues, who deliver outstanding support,
day in, day out.
With an average age of around 43, our
workforce of over 50 different nationalities
forms the backbone of our organisation. We
believe in equal opportunities and inclusivity.
We are proud that women make up 44% of
our workforce but, with 40% of the women
working in senior management roles, we are
not yet content with our quotas. We aim to
improve here in future.
CH
745
AT
307
DE
IT
28
239
TOTAL
1,319
34 34

‘At ORS, we are aware of our colleagues’
potential. It is important to recognise and
encourage it in every individual.’
Jochen Wenderoth, Head of HR ORS Group
Training is an
investment in the future
With a choice of over 20 different
specialist seminars relating to work in
the asylum and migration sector, our ISO
and EduQua-accredited programmes are
in high demand among our employees
and others who work or volunteer in the
field of refugee support. One in six of the
participants in the specialist courses this
year was a member of an external authority,
administrative body or institution.
Every ORS employee has access to
paid training days that they can use to
develop their personal expertise. Last
year, each employee took an average of 1.6
training days.
Simple and effective –
our new quality system
Our newly revised quality system is one
of this year’s major milestones. Optimum
ease of use, plain language and orientation
to operational needs are the watchwords
here. With just a few clicks, our colleagues
can find all the tools they need for their
day-to-day work. A quality team, made
up of around 20 front-line employees,
helps our quality manager to ensure that
these processes are up to date and easy to
comprehend.
Our quality management system is the
backbone of all our processes in the ORS
Group and helped us to gain ISO certification.
35

Our values
OUR
VALUES
Neutral
Flexible
We offer a care-free package for authorities and
society. Our years of international experience
enables us to call on proven processes. This
means that we can act in an agile and costeffective
manner. We respond quickly and
efficiently to short-term changes with effective
solutions for our partners and the people in
our care.
We are politically and religiously neutral.
We provide competent and reliable services
to support and integrate refugees. We are
approachable and committed without sacrificing
objectivity. We work transparently,
and we proactively and critically evaluate
the quality of our services.
Mindful
People are at the heart of our work and we
seek to communicate eye to eye. Our goal is to
broaden perspectives and create added value,
both for refugees and the local population.
We always set ourselves the highest goals and
pursue them with decency, modesty and care.
36 36

OUR
APPROACH
TO MANAGEMENT
Shared values through successful leadership
The continuing positive development of our organisation is also reflected in the new
management values. These were drafted at the Leaders’ Conference in Zurich in October 2019
in consultation with 40 managers from all the different national companies. They build on the
company values ‘neutral, flexible, mindful’.
We trust in our colleagues’ skills and demonstrate this
by delegating responsibility to them.
We weigh up situations carefully, make decisions rapidly
and act in a sustainable, resource-aware manner.
We communicate respectfully and openly.
We listen to others and share information promptly.
We are a role model and set an example of what we
expect from others.
We lead carefully and promote diversity among
our teams.
37

OUR
LOCATIONS
(as at June 2020)
Head office
Accommodation
Germany
EU office
Belgium
Austria
Switzerland
Spain
Italy
38 38

Contacts
Switzerland
ORS Management AG
Röschibachstrasse 22
8037 Zurich, Switzerland
Tel. +41 (0)44 386 67 67
info@ors.ch
www.ors.ch
ORS Service AG
Röschibachstrasse 22
8037 Zurich, Switzerland
Tel. +41 (0)44 386 67 67
info@ors.ch
www.ors.ch
Germany
ORS Deutschland GmbH
Güterhallenstrasse 4
79106 Freiburg im Breisgau,
Germany
Tel. +49 (0)761 769 931 20
info@orsdeutschland.de
www.orsdeutschland.com
Italy
ORS Italia S. r. l.
Piazza Annibaliano 18
00198 Rome, Italy
info@ors-italia.com
www.ors-italia.com
Spain
ORS España
Servicios Sociales S.L.
Avenida Felipe II, 17
1° oficina 1
28009 Madrid, Spain
EU
ORS Group
14b Rue de la Science
1040 Brussels, Belgium
Tel. +32 2 880 3783
www.ors-group.eu
Austria
ORS Service GmbH
Muthgasse 36
1190 Vienna, Austria
Tel. +43 1 890 6666
info@orsservice.at
www.orsservice.at
Imprint
Publisher
ORS Management AG, Zurich
July 2020
© ORS Management AG, Zurich
Concept and design
Lena Striegel
ORS Deutschland GmbH
Marketing & Communications Officer
Stefan Michel
ORS Service AG
Web Design
Editor
Lutz Hahn
Head of Communications
ORS Management AG
39

Neutral, flexible, mindful.
40