ORS Annual Report 2021

ORS
ANNUAL REPORT
2021
Neutral, flexible, mindful.
1

ORS believes in the importance of equal opportunity. We use gender-neutral language
in this Annual Report to refer equally to female, male and non-binary individuals.
2

CONTENTS
Editorial: Acting on opportunities
ORS Group facts & figures
ORS Switzerland – acting on opportunities in times of crisis
Senad Delic – from driving a lorry to steering an asylum centre
Leeann Grace – from refugee to language teacher
Julian Gerber – working for better opportunities in the job market
ORS Germany – growth despite COVID-19
Wahid Karimi – from talented linguist to head of support
Christian Hess – from asylum support to technology manager
Natalia Borovik – from Eastern Siberia to Sigmaringen
ORS Italy – walking a tightrope between expectation and reality
Cinzia Sollai – second chances can be better
ORS Austria – milestones in 2021
Sigrid Bauly – life experience as an opportunity for a career change
Education and training
HR figures
Annual results 2021
ORS Advisory Board – interview with Thomas Bäumer
Group management and management values
Our values
Glossary
Our locations
Imprint
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6
8
12
14
16
18
22
24
26
28
32
34
36
38
40
42
46
48
50
52
54
55
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EDITORIAL
‘The commitment of
our staff
is our backbone in
turbulent times.
Crises bring to light
hitherto undiscovered
talents.’
Dear Readers,
Every day brings each of us the opportunity to develop and grow, whether in a professional
context or when we’re making those big decisions in life. It is up to us to spot and act
on these opportunities. In recent years I have repeatedly seen our colleagues roll up their
sleeves and help to tackle crises. Situations such as these offer opportunities to evolve and,
for example, take on a leadership role. The portraits in this Annual Report illustrate the
exciting prospects that can unfold when we believe in ourselves and act on the opportunities
on offer.
One crisis ends, another begins
Dealing with COVID-19 has become routine but has demanded a lot of us. During COV-
ID-19, being able to maintain the seamless services agreed upon with our partners was not
a matter of course. Handling the criticism we faced from some parts of the media and from
4

idealogical organisations taught us not to allow ourselves to be deterred. Our work found
itself under scrutiny several times and that has served to make us stronger. We also had the
backing of our partners, who saw that they could rely on our loyalty and professionalism
throughout.
Our hope of a ‘calmer’ post-COVID-19 phase was quashed by the outbreak of war in
Ukraine a few months ago. We felt the immediate impact of the crisis and, not for the first
time, I feel immensely proud of all of our teams, who have again stepped up to the challenge
with dauntless pragmatism.
Greater efficiency through digitalisation
The world of work is evolving, and we are not unaffected by the changes. During COVID-19,
we digitalised many of our processes in, for example, HR, finance and training. Many of our
courses are now available online, and our staff at headquarters and in our offices can now
work out of office or from home thanks to the newly introduced flexible working model.
This and a raft of other measures have led to a notable increase in efficiency, as the figures
reflect – our operating profit has improved in comparison with the previous year, contributing
to a further stabilisation of the ORS Group. In the meantime, our focus is fixed on
what matters most – doing our utmost to serve our partners and support the people who
live in the accommodation we manage.
Experience as opportunity
The story of ORS is a success story. This year we look back on 30 years of ORS. Founded
in Switzerland in 1992, we are now among Europe’s leading organisations for state-outsourced
services in the migration sector. Not wishing to rest on our laurels, we are determined
to remain a reliable partner for the public sector, offering quality and expertise. It is
a tremendous opportunity, both for them and for us. I hope you enjoy reading our Annual
Report.
Kind regards,
Jürg Rötheli
5

FACTS & FIGURES
As at 31/12/2021
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Operations in 4 countries
2 national representations
1 EU Liaison Office
7 countries
CH Zurich
DE Freiburg
AT Vienna
IT Rome
ES Madrid
GR Athens
BE Brussels
Number of employees
CH 900+
1’400+
DE 450+
IT 100+
AT 5+
+ 14%
80+
Support facilities
mandates
CH 60+
DE 10+
IT 3
AT 2
Bed capacity
14’000+
CH
8’000+
DE 5’500+
IT 700+
AT 100+
+ 28%
7

MILESTONES
2021
01/2021
Implementation of the 5-stage integration
model for the restructuring of asylum
and refugee support in the canton of
Bern (NaBe) and opening of the federal
asylum centre for disruptive asylum
seekers in Les Verrières (NE)
06/2021
Opening of
Uferweg Burgdorf (BE)
collective accommodation
02/2021
ORS becomes member
of ‘Myni Gmeind’
association
04/2021
Conflict managers,
aka ‘floor walkers’, appointed
to expand support teams in
federal asylum centres
JANUARY
FEBRUARY
MARCH APRIL MAY JUNE
8

08/2021
Switzerland
Confirmation of mandate for the municipality of Dübendorf (ZH)
09/2021
Additional contract in mandate for Aargau
for special and exceptional circumstances
10/2021
Launch of ‘Assisted Cooking’ at
Basel BAZ and Kappelen BAZ (BE).
Relocation from Adliswil repatriation
centre (ZH) to transit centre in
Sonnenbühl Ober-Embrach (ZH)
11/2021
Recognition of medical
support as a SPITEX service
provider in the canton of
Fribourg
12/2021
Digital data
logging successfully
integrated into
support for asylum
seekers at the federal
asylum centres in
NAVISION IT system
JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER
9

MILESTONES
2021
ORS Switzerland – acting on opportunities in
times of crisis
COVID-19 meant that our teams in
the facilities, most of which provide
collective accommodation, regularly
had to deal with the consequences
of quarantine and isolation measures.
Despite considerable additional
expense, we succeeded in keeping the
centres running normally at all times.
We benefited here from excellent collaboration
with our partners at the
federal, cantonal and municipal level.
Federal
The introduction of floor walkers in
the federal asylum centres played a
key role in preventing violence. This
conflict prevention measure has since
been successfully rolled out throughout
Switzerland. ORS was also tasked
with managing support at the special
centre for disruptive asylum seekers
in Les Verrières (NE). Getting the
asylum seekers involved in preparing
meals proved to be a meaningful
activity. ‘Assisted Cooking’ was therefore
introduced at Basel BAZ and in
Kappelen (BE).
Cantonal mandates
We continued our flawless support
work in the transit and repatriation
centres in Solothurn, Bern and Zurich.
Hostility from refugee support networks
and politically motivated activists
did not prevent us from focusing
on delivering professional and impartial
support. An investigation by the
national Committee for the Prevention
of Torture, carried out on behalf
of the canton of Bern, found that our
employees’ work was recognised and
appreciated. We acted upon suggestions
for improving the repatriation
centres in the canton of Bern, in particular
with regard to the infrastructure,
and took measures to optimise
living conditions for the people in our
care.
In the cantonal mandate in Zurich,
the focus was on relocating the residents
and fixtures from the ramshackle
temporary repatriation centre
in Adliswil to Ober-Embrach. ORS
used to run the Sonnenbühl centre
years ago, so the change of scene felt a
little like a homecoming.
10

Switzerland
Demographic trends mean that support
and care for the sick and the
elderly in refugee structures is growing
in importance. Last year we developed
a special support and care concept
for this group and implemented
it in coordination with the canton of
Fribourg. As we are now recognised
by SPITEX, our medical care services
are now eligible for coverage by
health insurance.
Integration
Integrating refugees in the municipal
mandates and in the cantonal mandate
of Emmental-Oberaargau (BE)
represents a major task. In the canton
of Bern, our 5-stage integration model
accompanies those in our care as they
make their way towards independent
living. Alongside language courses
and access to qualifications we help
those who are fit to work to find a job
and ensure that they are able to move
into their own accommodation.
We are also pleased to have been
able to win new mandates and confirm
existing ones in German-speaking
Switzerland. We are particularly
delighted to continue our mandate
in the municipality of Dübendorf, the
location of the central point of contact
for all local and integration mandates
in the Zurich and Aargau region.
Safety and cleanliness
Clean accommodation and compliance
with safety standards are key
prerequisites for pleasant living conditions
in the asylum accommodation
facilities. In order to maintain safety
and order, ORS took on a full-time
‘Head of Safety and Cleanliness’ in
2021 to check that we are maintaining
our high standards and initiate
improvements.
11

‘If you are open to
change, you will
have opportunities
to change yourself.
All you have to do is
act on those opportunities.’
Senad Delic
Senad Delic was born in Bosnia in 1988 and grew up in Switzerland. He
gave up his work as a lorry driver in order to make the temporary stay
in the Gampelen BE repatriation centre as pleasant as possible for the
occupants.
12

From driving a lorry to steering an
asylum centre
Sitting at the wheel of a 40-tonne
truck and transporting goods from
A to B was Senad Delic’s day-today
routine for many years. But he
became increasingly disenchanted
with life on the road, never knowing
whether he would get home in time
to spend the evening with his family.
‘Senad, you’re the perfect person for
ORS. You should join us,’ his neighbour,
who was already at ORS, urged
him, awakening his interest in working
with asylum seekers.
But let’s start at the beginning: shortly
after his birth in Bosnia, his family
settled in Switzerland. After finishing
school, he trained as a painter and
decorator. That practical training and
his experience as a lorry driver made
him the ideal candidate for a maintenance
role at the Gampelen (BE) repatriation
centre.
‘I set to work where I’m
needed and help where
there is hardship.’
His insight into human nature helped
him acclimatise quickly to dealing
with the people living there, who had
been turned down for asylum. His
readiness to help and his mindful
conduct earned him recognition. He
soon became deputy team leader and
was later asked whether he would be
prepared to take on overall responsibility
for the accommodation centre.
‘I enjoy working with people and love
it when things work out. The experience
of interacting with people is
priceless,’ states Senad, adding that
he treats everyone equally, whatever
their asylum status. Even in challenging
situations, he retains his calm demeanour.
Last year he was the victim
of a knife attack, which luckily left
him with only minor injuries. Despite
this, he doesn’t feel fear carrying out
his job.
‘You never stop learning. That’s why
I’m so grateful to ORS for giving
me the chance to further myself in
leadership.’ He wants to pass on his
experience – both of support work
and as a human being. Since things
are going well for him, he would like
his success to benefit others. He has
therefore set himself the task of helping
at least one poverty-struck family
a month – whether in Switzerland or
in his native Bosnia. ‘When you see
the smiles on the faces of the people
who’ve been helped, that’s worth
more than gold. What you get is usually
more than you give.’
The residents of the centre are also
to benefit from Senad’s experience.
The trained decorator is planning
to buy some paint and work with
the people living there to freshen up
the corridors and common rooms.
It’s a chance to vary the day-today
routine and an opportunity to
brighten up the living environment.
13

‘People who
are understood
and can
communicate
adequately have
a better chance
of integrating.’
Leeann Grace Isegere
Leeann ‘Tata’ Grace was born in Africa in 1993. To this day she is still
eternally grateful to her grandmother Tata, who had not been allowed to go
to school as a child but insisted that her own children and grandchildren
should not miss out on an education. Leeann is currently in the final stages
of a master’s degree in linguistics. For the past year she has been working
with refugees in the canton of Fribourg as an ORS language teacher.
14

Education is the greatest opportunity:
from refugee to language
teacher
In many African countries attending
school involves paying school fees,
so parents tend to have high expectations
of their children. Leeann has
mixed memories of her school days
in Africa. She wanted to become a
bouncer when she finished school,
so that she could protect people and
their homes. Her mother’s response
when she told her was not positive –
in fact, she was given a beating. After
all, in her parents’ minds, they weren’t
paying all that money for an education
just to see her end up in such
a lowly job.
Today Leeann laughs at her naive,
childish notion. Nevertheless, that
passion to protect people has not left
her.
Leeann fled to Switzerland as a result
of political unrest. She spent the
first few months in a federal asylum
centre in the French-speaking part of
Switzerland. Later she was assigned
to the canton of Fribourg and officially
recognised as a refugee. ‘It was the
ORS staff who made me feel safe and
showed a human touch in this unfamiliar
world.’ She took a language
course to learn French. To her ears,
‘Bonjour’ was just an undefined series
of sounds rather than a greeting. But
she gradually acclimatised to the new
language and the new structures and
began to feel at home. Having arrived
in Switzerland as a refugee, she went
on to study psychology and languages
after she had finished school. She was
supported by ORS throughout her integration.
‘I am grateful to have
had so many opportunities
in my new home’
After her studies, the dream job
Leeann had spoken of as a child became
a reality. She applied to be a
attendant and mediator at ORS and
began work at the very place that had
represented a turning point in her life
many years earlier: the federal asylum
centre. ‘The refugees I tutor seem to
mirror of my own past and present. I
can empathise with them, although
I’m well aware that not all of their
wishes for a better life are going to
be fulfilled.’ She is now involved in
integration, teaching French to unaccompanied
minors and adults at a
language school run by ORS. She has
found her calling here: ‘People who
are understood and can communicate
adequately have a better chance of
integrating.’ When she looks around
the classroom today and meets the
gazes of the students in front of her,
she likes to think back on a time
when she was sitting in their place
and learning to seize the opportunity
of a new life.
15

‘If you are willing to
integrate, the right
opportunities will
usually
come along.’
Julian Gerber
Julian Gerber (34) trained in business and, before joining ORS, worked in
customer advice and marketing. He has also worked in administration at
a refugee accommodation centre. ‘It is important that everyone takes responsibility
and looks beyond their own picket fence so that we can create
new opportunities.’
16

Working for better opportunities
in the job market
Julian Gerber sees his role as opening
doors for recognised or provisional
refugees who are looking to establish
a new existence in Switzerland without
having to rely on benefits. He has
worked in recruitment in the canton
of Bern since 2020. He regularly asks
businesses in the Emmental-Oberaargau
region what their staffing needs
are and compares their job specifications
with the qualifications held
by recognised refugees who are supported
by ORS. Work placement, apprenticeship,
training, temporary or
permanent job: what is important
to Julian is that the mutual expectations
of employer and prospective
employee match as closely as possible,
although he is well aware that the
relationship between the two parties
needs to prove itself in practice rather
than on paper.
In recruitment Julian works closely
with a team of job coaches who mentor
the candidates and optimise their
prospects on the job market by recommending
additional qualifications.
Good language skills offer a firm
foundation.
The focus is always on the individual
and their personal needs and abilities.
Julian finds it disappointing when
everything seems to be on track on the
recruitment side, then it all suddenly
falls through. At moments like this,
it’s important to take a deep breath,
analyse what happened and not lose
faith in new opportunities. Optimism
is central to his day-to-day work.
One encounter in particular last year
has stayed with him: a man who had
been placed by ORS with a road-building
firm came to the ORS desk in full
construction worker gear, including
helmet, and complained that he had
‘The most important
thing is the will to try
something new. Everyone
deserves a chance
and needs to be supported.’
already been waiting five minutes. He
made it clear that he didn’t have time
to wait. The asphalt was ready a few
streets away and the roller would be
arriving any moment. For him every
minute counted. ‘We can’t waste time
when it comes to acting on opportunities.’
He believes it is vital to integrate asylum
seekers and refugees. Opinions
and ideas on the matter may vary, but
you will always find an extensive willingness
to help. Julian is passionate
about persuading businesses of the
benefits of offering career prospects
to people who have been officially
recognised as refugees or admitted to
Switzerland with temporary protection.
The success stories show that he
is right.
17

MILESTONES
2021
03/2021
Düren ZUE
Accommodation & day-to-day support,
catering and healthcare
Sigmaringen LEA –
facility management
Technical operation, maintenance and
upkeep of all operational systems
on the premises
04/2021
Expansion into
Rhineland-Palatinate:
Hermeskeil AfA &
Kusel AfA
Accommodation, day-to-day
support and social counselling
JANUARY
FEBRUARY
MARCH APRIL MAY JUNE
18

Germany
10/2021
Return to Berlin:
opening of Bäkestraße GU
Accommodation, day-to-day support
and social counselling
11/2021
Closure of
Eggenstein EA
Accommodation and
day-to-day support
JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER
19

MILESTONES
2021
ORS Germany in year two of COVID-19
Spring 2021 – growth spurt
Additional contracts in North
Rhine-Westphalia and Rhineland-Palatinate
at the end of 2020/beginning
of 2021 brought turbulent times for
us. Our HR team was faced with the
challenge of recruiting and inducting
150 new ORS colleagues within a
matter of weeks. This only succeeded
thanks to the dynamic support of
our colleagues from the facilities and
the ORS Group. Internal support and
team spirit in a time of crisis proved
themselves yet again, making us
proud of what we have achieved and
optimistic about what is still to come.
New accommodation 2021
We were delighted to launch our
third accommodation centre in North
Rhine-Westphalia – Düren ZUE in the
administrative district of Cologne,
which opened on 1 March. At the
same time we took charge of facility
management at the Sigmaringen regional
reception centre, taking on responsibility
for technical operations,
maintenance and the upkeep of all
operational systems on the premises.
On 1 April we expanded into Rhineland-Palatinate,
taking on support responsibilities
in two accommodation
centres: these additional contracts
for the reception facilities for asylum
seekers (AfA) in Kusel and Hermeskeil
mark an important milestone for us.
Our new partner, the Trier State Inspectorate,
expressed great interest
in our concepts, and dialogue quickly
developed. Following an intensive
set-up phase, we are also experiencing
challenges here, however – the rural
setting is making it difficult to find
local specialists to fill vacancies. We
launched an extensive internal initiative
to expand recruitment. Among
other things, this saw us create a larger
recruitment team, widen our search
to cover the whole European area and
enter into partnership with a recruitment
agency.
Autumn was dominated by our return
to Berlin. Having had to hand over
our accommodation in Colditzstraße
to our successor in December 2020,
we were delighted at the return to the
‘Bäkestraße’ hostel, where we were
able to welcome back a large per-
20

Germany
centage of our former team. Despite
extensive efforts to retain the Eggenstein-Leopoldshafen
reception centre
near Karlsruhe, our bid lost out to that
of another operator at the end of November.
Forging ahead with digitalisation
At the beginning of 2021 we took a
further step towards digitalisation
in HR: our colleagues can now record
and manage their hours and
check our shift planner via a mobile
phone app. We have digitalised
parts of our induction programme
and made video clips highlighting
our support processes to make induction
easier for new colleagues.
Prospects for 2022
2022 got off to an eventful start, with
the number of employees working
for ORS Germany passing the 500
mark for the first time. On 1 January
we took over the support services at
Bonn EAE and also expanded our remit
in Rhineland-Palatinate from 1
February, taking on responsibility for
providing healthcare for individuals
who are due to be repatriated from the
detention facility (GfA) in Ingelheim.
Using digital media: alongside regular training, our
new colleagues can now access 10 new video clips
introducing them to day-to-day support work.
21

‘With patience and
experience, you can
master challenging
tasks. I am proud of
my team. We acted on
opportunities.’
Wahid Karimi
Wahid Karimi was born in Afghanistan in 1988 and grew up in Austria.
He has been providing professional support for asylum seekers with ORS
for 12 years. In 2021 he was promoted to head of support at the Sankt
Augustin ZUE.
22

‘It is a privilege to be able to act
on opportunities’
As a young boy, Wahid dreamed of
becoming a ship’s captain and sailing
around the world. His travel dreams
were soon to become a reality – although
not quite in the way he had
planned. At the end of the 90s he and
his family fled Afghanistan. Life in
war-torn Hindu Kush had become
too precarious. Wahid found refuge
in Austria, quickly learned German
and completed secondary school.
When his family or other people of
Afghan origin had to attend official
appointments, he acted as an interpreter,
becoming a cultural mediator
and linguistic go-between. He saw
his migration background as an opportunity.
Even though he was often
met with incomprehension and xenophobia
as an adolescent, he sticks
to his motto: ‘There are idiots everywhere
you go. Don’t let them get to
you. Don’t be afraid and keep doing
what you’re doing.’
Wahid is a talented linguist and not
only speaks German, English, Russian
and Farsi but four other languages
as well. He ended up basing his
career around languages. He set up a
business offering interpreting services
which eventually employed up to
16 staff. During his military service in
2015, he witnessed the refugee crisis
up close on the border with Slovenia.
It was then that Wahid decided he
wanted to work with refugees. He still
remembers the interview with ORS
in a little room around four metres
square: ‘There was a smell of sweat
and dust in the air. Whether that was
down to my nerves or the specific
location isn’t clear. There were refugees
everywhere, waiting for help. So
many people arrived that some had to
spend several nights sleeping in the
open. And then hearing the stories
of all the traumatised asylum seekers
who’d been tortured in Syrian prisons.
It was very tough for me and my
team.’
These extraordinary experiences
left their stamp on Wahid. After five
years in refugee support in the Alpine
republic, he took the opportunity to
apply to ORS in Germany. ‘When an
organisation grows and they offer you
to chance to develop in both professional
and personal terms, you have
to take it.’ His ability to understand
people, his empathy for those who
have fled their homes and his management
experience have helped him
to work his way up from deputy head
of support to head of support at the
Sankt Augustin ZUE, where he now
manages a workforce of 60.
‘Discover your
employees’ strengths.’
‘Discover your employees’ strengths’
is his leadership motto. Today, like
the ship’s captain of his childhood
dreams, he stands at the helm, using
the opportunities that arise to make
sure everything stays on course.
23

‘If you are willing
to think
outside the
box, different
opportunities
will soon come
along.’
Christian Hess
Originally from Rhineland-Palatinate, Christian Hess (37) now lives near
Freiburg im Breisgau. A trained IT specialist, he has been responsible for
sorting out all the hardware and software problems in the ORS network
for the past five years. He also works in quality management.
24

From asylum support to technology
manager
Whenever there are problems with
computers at ORS, all roads lead to
the IT department. It is only when
things don’t work that we notice how
indispensable the men and women in
the background are. One of them is
Christian Hess. For the past five years
he has been the first port of call for
computer, printer, server and mobile
problems.
Chris changed course mid-career and
turned his passion for bits, rams, etc.
into his day job. ‘I am happy that ORS
saw my potential and encouraged
me. They offered me the chance to
develop in a different direction.’ His
first contact with ORS was as a volunteer
during the 2015 refugee crisis.
Witnessing the needs of the myriad
people seeking protection, he felt
compelled to take on a full-time role.
Shortly after joining us, he was appointed
facility manager at a refugee
accommodation centre in the Black
Forest. His know-how was called for
when it came to setting up and installing
computers, and when he was offered
the opportunity to become fulltime
head of infrastructure and take
over the maintenance of all PC workstations,
he saw that he had invested
his talent in the right organisation.
‘You can’t expect everyone working
at the accommodation centres to
be tech-savvy. Their strengths lie in
supporting people,’ explains Chris,
highlighting the difference between
his old and current jobs, adding: ‘You
need to explain things simply and
concisely.’ He sees the different needs
and expectations that partners, staff
and residents have of IT specialists as
an opportunity. Pragmatism is called
for in order to come up with good
solutions.
During COVID-19, Chris’ skills were
particularly in demand. He had to ensure
that all staff working from home
were hooked up to the network and
could access documents and programs.
He also had to expand the wifi
‘I provide technical
support so that our
support work functions.’
capacity in new and existing centres
to ensure in particular that residents
in quarantine or isolating were not
completely cut off from the outside
world. ‘Crises are opportunities. It
taught me a lot about technology and
people.’ Chris feels there is potential
to improve project management to
make ORS administration even more
efficient in future without having
to restrict the quality of support for
those seeking protection.
Barely are the words out of his mouth
when he turns back to the screen. A
new email has come in, asking him – as
so often – to help sort out an IT issue.
25

‘Act on
opportunities
when they are
offered to
you.’
Natalia Borovik
Natalia Borovik was born in Russia in 1984 and has been living in Germany
for nine years. A trained industrial engineer, she has been a support
worker for ORS since 2016 and is based at the regional reception centre
in Sigmaringen. Her empathy for the refugees goes hand-in-hand with her
impressive leadership skills, a combination that led to her appointment as
deputy head of support on 1 May 2021.
26

From Eastern Siberia to
Sigmaringen
‘Act on opportunities when they are
offered to you’ – a motto that perfectly
describes Natalia Borovik’s journey
through life. She was born and grew
up in a region of Siberia known for
its coal mining. She moved to St Petersburg
to study and later carved out
a career there as an industrial engineer
and business economist, working
for a state-owned enterprise. Love
led her to Germany. ‘I had to learn a
new mindset in a new country and
was open to everything.’ The huge demand
for staff in the refugee support
sector spurred her to apply for a post
at the Sigmaringen regional reception
centre (LEA). At the outset, she found
dealing with people from different
cultures a challenge. On the one hand
she wanted to help people who were
seeking protection. On the other
hand, she needed to set boundaries.
‘I found it difficult at the start. Especially
when people were disrespectful
to me,’ she acknowledges. Regular
discussions with colleagues about
their experiences and the training
offered by ORS on subjects such as
‘Closeness and Distance’ or ‘Dealing
with Violence’ helped her to feel more
confident.
Today Natalia cannot imagine a better
job. She enjoys helping out wherever
she is needed and is always happy
when residents she encounters in
the rambling LEA premises greet her
with a cheery smile.
On 1 May 2021 Natalia was promoted
to deputy head of operations. She
is solely responsible for the social
sphere. The coronavirus pandemic
proved challenging Natalia and her
support team. The creation of isolation
and quarantine areas on the
rambling premises of a former army
‘Every opportunity is a
chance to develop.’
barracks meant she virtually ended
up managing two separate facilities.
Looking back, she is happy that collaboration
with our partner, the Regional
Authority of Tübingen, worked
well. ‘We grew together as a support
team and consolidated our partnership
with the authority.’ She hopes
that, post-pandemic, it will be possible
to offer activities and events for
the residents of the LEA again.
As a result of the conflict in Ukraine,
Natalia feels she is subject to particular
scrutiny as a Russian citizen. She is
shocked at the human suffering and is
wishing for a peaceful resolution for
everyone involved. ‘Everyone deserves
a chance. I am here to help, wherever
people come from.’
27

MILESTONES
2021
01/2021 MONASTIR
More than 80 refugees manage to reach Sardinia by boat, despite stormy weather.
The ORS team provide the newly arrived refugees with essentials, accommodate
them in the centre and ensure they receive support and medical treatment.
All new arrivals must take a COVID-19 test and isolate for fourteen days as a
precaution.
02/2021 MONASTIR
Violent skirmishes involving the use of dangerous objects (knives,
iron bars and stones) result in 15 residents of the centre being
injured, two of them seriously. The ORS team mediates between
the residents and the police. Thanks to the support of ORS staff,
further escalation is avoided.
03/2021 MONASTIR
ORS is appointed an official member of the Committee
on Order and Security of the province of
Cagliari. The police headquarters (questura) praises
the valuable and outstanding work achieved by
the centre’s management team.
JANUARY
FEBRUARY
MARCH APRIL MAY JUNE
28

10/2021
MACOMER
The prefect and the local police commissioner
of Nuoro and the mayor of Macomer visit the
centre. Collaboration between the authorities,
police and ORS is very much appreciated.
07/2021
MONASTIR
The United Nations High Commissioner
for Refugees (UNHCR) visits the Monastir
repatriation centre CAS.
MACOMER
A UNHCR delegation visits Macomer CPR
and is impressed by the professional management
of the centre.
11/2021
Italy
ORS Italia is awarded three
new contracts for reception
and support in the Milan
reception centre, the Bologna
reception centre and the
Rome repatriation centre
with a combined capacity of
over 500 places. The Milan
reception centre opens on 1
November and the centre in
Rome at the start of 2022.
08/2021
MONASTIR
Launch of the first large-scale COV-
ID-19 vaccination campaign for the
residents, accompanied by awareness
training and psychological support.
MACOMER
Wildfires break out all over Sardinia.
Flames threaten the centre in
Macomer. The fire service is able to
prevent the evacuation of the centre
at the last minute.
Monastir CAS
JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER
29

MILESTONES
2021
ORS Italy – walking a tightrope between
expectation and reality
Operations in Italy were primarily
restricted to Sardinia in 2021.
We are responsible for managing
the repatriation centre in Macomer
in the province of Nuoro. Legislation
severely restricts freedom of
movement for the people accommodated
in the repatriation centre.
Dealing with tension
For these refugees the situation inside
the centre is intensified by a
sense of despair and hopelessness.
ORS employees have to carry out constant
and continuous mediation and
de-escalation work and ensure that
all refugees are treated with respect
on a day-to-day basis.
Owing to the complexity of the different
interest groups living and
working there – police, military, authorities,
administration and refugees
– there is often serious tension
at the centre. Feedback from politicians,
government officials and institutions,
however, indicates that the
professional management of the centre
is highly appreciated.
Arrival of refugees by boat
Our second centre is situated in the
south of the island. The Monastir reception
centre takes in people who
arrive in Sardinia by sea seeking protection.
Most of these refugees arrive
in small boots and dinghies, often
after having been adrift on the open
water, and are picked up by the coastguard.
Implementing regulations that
are in place to curb the spread of the
coronavirus pandemic involves a significant
amount of extra work for the
ORS staff. Every refugee who reaches
land is welcomed, whatever the time
of day or night, provided with essentials,
food and accommodation, given
a medical examination and tested for
COVID-19 They then have to spend
up to 14 days in the quarantine ward.
For those who are looking to reach
family members or onward destinations,
the feeling of being locked up
can prove particularly frustrating and
inevitably leads to a high risk of unrest
and conflicts inside the centre.
Violence and riots involving injuries
and threats to ORS employees are a
frequent occurrence.
30

Italy
One of the many support tasks is to
mediate, channel, understand and organise.
Walking a tightrope between
closeness and distance, the ORS involvement
is appreciated, as manifested
by our official appointment to
the Committee for Order and Security
in the province of Cagliari.
New mandates
In Italy the need for support services
in the refugee sector is constantly
growing. ORS Italy responded to invitations
to tender in several regions
in 2021. Most of these tendering processes
for reception accommodation,
however, specify that the organisation
making the bid must also provide
the bricks-and-mortar facility. In
many respects this represents a major
obstacle to our growth. Nevertheless,
we succeeded at the end of the year
in winning bids to manage centres
in Milan, Turin, Bologna and Rome.
This means we will be expanding our
activities in Italy in 2022 and continuing
our growth despite the challenging
conditions.
Centro Fantoli Milano
31

‘I love the cultural
diversity and enjoy
working with
people.’
Cinzia Sollai
Born in 1973, Cinzia Sollai studied languages and literature at the University
of Cagliari until a twist of fate forced her to abandon her degree
course. As a single mother, she initially worked in sales. In 2018 she applied
to become a support worker for ORS at the Monastir CAS reception
centre. Today she is deputy head of the centre and is grateful for the opportunities
that refugee support work offers her.
32

Second chances can be better
When you live on Sardinia, your life is
inevitably connected with the sea. It
is little wonder, then, that as a small
girl, Cinzia Sollai dreamed of becoming
an admiral in the Italian navy and
sailing the world’s seas. That girlhood
dream of a career in the military
never became a reality
In 2021 just under 68’000 refugees
came across the sea to Italy – some
of them landing on the island of Sardinia.
At the Centro di Accoglienza
Straordinaria CAS in Monastir, a central
reception centre near Cagliari,
the ORS support team is responsible
for initial care for refugees arriving
by boat and other asylum seekers.
Cinzia too is involved in ensuring the
well-being of refugees at Monastir
CAS. ‘Unfortunately we also have to
deal with violent people who don’t
appreciate what we’re trying to do.
That’s when we rely on support from
the police. But luckily there’s also a
lot of gratitude from people who we
help,’ she explains. Cinzia sees her
role as building a bridge between
the interests of the refugees and the
requirements of the authorities. ‘I
love the cultural diversity and enjoy
working with people. They deserve a
chance.’ Nevertheless, she is keen to
stress that she remains neutral and
keeps a professional distance from
the people she supports.
She has been working for ORS for
three years. Initially she was afraid
of not living up to expectations. But
those worries soon vanished. ‘My line
manager was an exceptional woman
who did so much to help me develop
personally and professionally. She
always believed in me, showed more
and more trust in me and delegated
responsibility.’ She sees ORS as a
reputable service provider with wellhoned
processes and tremendous
team spirit, an organisation that is
constantly confronted with changing
situations with the arrival and departure
of refugees.
‘Stand still and you miss out,’ is her
motto in life, and she adds:
Cinzia has accumulated a great deal
of experience in providing support
for people in need of protection. Last
year she was appointed deputy head
‘When you’re faced
with difficulties, it’s
important not to stand
still. You need to look
for solutions. That’s
when new opportunities
come along –
whether personal or
professional.’
of Monastir CAS and sees this as a
vindication of her belief that, when it
comes to careers, second chances can
sometimes be better.
33

MILESTONES
2021
For ORS Austria, the first year after the
discontinuation of our support activities
in the federal mandate largely involved
realigning our services. While we previously
managed large arrival and distribution
centres with collective accommodation
for the Federal Ministry of
the Interior, our support work is now on
a smaller scale. With our team of nine,
we are focusing on providing assisted
living services on behalf of the federal
states. These are mandates that we have
been fulfilling for several years now.
Our mobile social teams were at work
in the states of Carinthia and Styria all
year round, finding accommodation for
recognised refugees. In the second half
of the year we expanded these activities
to Lower Austria. At a low level we are
experiencing a constantly growing need
for accommodation for refugees.
After nine intensive and highly successful
years as managing director in Austria
with responsibility for new markets,
Wilhelm Brunner has decided to make a
fresh start and Maurizio Reppucci and
Martin Nyfeler are to take over as joint
managing directors. Work in the refugee
sector has always been subject to
high volatility. Following the slump in
Austria in the first half of the year we
were pleased to see an upward trend
return by the year’s end.
Vienna Migration Conference
In October ORS had a presence at the
Vienna Migration Conference. The
international conference, attended by
high-profile members of government
and of various authorities, allowed us
to present our support services in the
refugee sector to a wide audience. We
are fortunate enough to have an existing
partnership with the ICMPD, International
Centre for Migration Policy
Development, whose director Michael
Spindelegger is also a member of the
ORS Advisory Board.
01/2021
Move to new ORS office in Graz
JANUARY
FEBRUARY
MARCH APRIL MAY JUNE
34

07/2021
Austria
Change of managing director: Maurizio Reppucci and
Martin Nyfeler take over joint leadership
08/2021
Further accommodation unit added. Expansion
of approved places and homes in St Veit an der
Glan (Carinthia)
10/2021
New contract for assisted living mandate
in Lower Austria
11/2021
Increased quarantine
arrangements for refugees
in Carinthia and Styria
require increased support
spending
12/2021
Increase in support
capacities in Söchau
(Styria). At the end
of the year approved
accommodation in all
federal states was at
full capacity.
JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER
35

‘Everyone deserves
a chance.’
Sigrid Bauly
Born in 1958, Sigrid Bauly first studied law and, as the daughter of a
lawyer, was convinced that law and justice went hand-in-hand. Everyday
life, however, showed her a different reality. She decided to train as a mediator
and counsellor but found that her age was a barrier when it came
to opportunities on the job market. Seven years ago she began her support
career at ORS and discovered that she wasn’t ready for the scrapheap yet.
36

Life experience as an opportunity
for a career change
No one should be consigned to the
scrapheap at the age of 56. Yet Sigrid
Bauly had to fight long and hard
to show that her life and career experience
could provide added value
for businesses. A qualified marriage
guidance, family and life counsellor,
she tried in vain several times to move
to a new career. Age always proved an
obstacle for the mother of three – until
she came to ORS. In 2015 she saw
a job advert looking for support staff
for refugees. She was interviewed and
was appointed immediately. Initially
she worked at a provisional camp in
Carinthia that housed asylum seekers
from Syria and Afghanistan. ‘Never
have any prejudices about foreign
cultures. No one leaves their family
and home without a very pressing
reason. Everyone deserves a chance”
Sigrid, who had been born in Carinthia,
later moved from the provisional
camp to a regular distribution centre
for asylum seekers and two years ago
she took on a new role as a social
counsellor in mobile refugee support.
‘At first I was helping to make the early
days in Austria easier for new arrivals.
Now I’m helping the ones who’ve
stayed to find their feet in their new
home.’ She drives from home to home
in Carinthia and Styria and is the
first point of contact for asylum seekers
who have been transferred from
federal support to the regions and
are awaiting a definitive decision on
their case. She pays out the daily subsistence
allowance, distributes food
and hygiene products, organises appointments
with doctors, schools and
local authorities and always makes
sure to take time to talk and answer
questions. Her work involves cooperation
with local support networks,
which provide valuable assistance,
‘If you are integrated,
you have better
opportunities: professionally
and socially.
I see myself as
an integrative
opportunity provider’
particularly where job opportunities
and language courses are concerned.
She has built a relationship of trust
with the 50 or so people in her care.
Today Sigrid Bauly is happy to be
with ORS. She works in a small team
of five social support workers. ‘We
work very well together. We automatically
help each other wherever
there’s a need. But everyone still has
the chance to work independently
and responsibly in their own particular
area. From my point of view, it
doesn’t get better than that.’
37

EDUCATION AND TRAINING
The protective measures put in place
by governments and authorities to
curb the coronavirus pandemic had a
direct impact on training opportunities
for our staff. Contact restrictions
and mandatory working from home
resulted in the cancellation of several
courses. We acted on the opportunity
to move our training to an eLearning
format. As a result, we were able to run
99 courses – in German, French and
Italian, depending on the regional language
of the participants.
All staff are encouraged to participate
in starter courses and specialist
training, ensuring that we constantly
optimise the quality of our work in
the field. One particular staff development
focus is on leadership training.
In October our Leaders’ Conference
was attended by around 30 managerial
staff from all of the national sections.
Under the motto ‘Dare to trust’, the
participants developed different forms
of working and leadership designed
to promote communication with one
another and collaboration within the
teams.
Alongside internal training programmes,
ORS also contributes towards
the costs of external training
courses our colleagues take – provided
the training adds value to their role
within the organisation. In 2021 we
supported 50 training programmes.
Leaders’ Conference under the motto ‘Dare to
trust’, October 2021
38

We value the experience of our employees
and see the tremendous potential
in their skills. In 2022 we will
therefore continue to promote the personal
and professional development of
our colleagues. Our diverse choice of
courses combines webinars and classroom
training and offers all levels of
management and all roles the opportunity
to expand their horizons.
and get to know other ORS Group employees.
This new approach, instigated
by our new head of human resources
development, Maurizia Walzthöny,
reflects the importance we attach –
throughout the entire ORS Group – to
ensuring quality of support, promoting
leadership skills and strengthening
team spirit among our employees.
New schemes such as Lunch & Learn
and our ‘Supervisions’ programme also
offer staff the opportunity to network
OUR QUALITY MANAGEMENT
ORS attaches great importance to delivering high-quality professional support
with people at its heart. Internal audits and regular reviews by our partners
provide us with important indications of where further improvements
could be made. We are also the proud holders of ISO certification, awarded by
the leading Swiss organisation for certification and assessment services, SQS.
39

HR AND STAFF DEVELOPMENT
Acting on opportunities in staff
development
When a pandemic like COVID-19
hits large swathes of the population,
it has inevitable implications for any
organisation’s HR department. The
virus did not spare ORS employees.
Despite a large number of positive
tests, looking back, we are grateful
that severe cases remained the exception
and that our staff were willing to
step in at short notice to ensure that
our facilities remained operational at
all times. Information to our staff essentially
focused on the latest COV-
ID-19 protection measures. Willingness
to be vaccinated was very high
among our colleagues. At the same
time, we introduced mandatory testing
during working hours for all as of
yet unvaccinated staff – where not already
prescribed by law.
New forms of working shape our
day-to-day routines
We used the COVID-19 phase to establish
the practice of working from
home. Our experience encouraged us
to switch permanently to a flexible
working model post-COVID-19. We
are convinced that the office of the future
will be a meeting place where the
focus is on communication between
colleagues, while the hard grind and
the solid brain work – particularly in
administrative fields – will be carried
out from home. As a result, we have
begun converting rooms in our offices
so that they can be used flexibly according
to needs rather than having a
fixed purpose. Despite the challenges,
the sense of team spirit has grown.
We are also pressing on with digitalisation
in the HR area.
Digitalisation
From application management to
payroll accounting, software tools
are set to simplify our working lives.
ORS is an attractive employer that is
striving to meet its growing need for
committed and qualified employees
by offering modern working conditions
and personal career planning.
We provide both new and existing
colleagues with a range of opportunities
for personal development.
Certification and audits
Regular reviews of our working conditions
and terms of employment by
our partners and by recognised certification
bodies offer us the opportunity
to reflect on our processes and,
where necessary, introduce further
improvements. We believe in equal
rights, are committed to equal pay
and practise inclusive dialogue with
our employees.
40

Facts and figures
Status 31/12/2021
Number of employees
Number of nationalities
of employees
CH 910
DE 497
IT 76
AT 9
+ 14%
CH
DE
IT
AT
67
56
10
3
Percentage women
Women in managerial positions
CH
42%
CH
47%
DE
45%
DE
47%
IT
34%
IT
67%
AT
44%
AT
50%
+ 4% + 10%
Increase in comparison with previous year with
reference to the ORS Group.
We are aware that working in the asylum sector can be very challenging for
our staff – which makes us all the more grateful to our almost 1’500-strong
workforce for their hard work and the commitment they have shown to ORS.
41

ANNUAL RESULTS
2021
Review and outlook
Asylum applications in Europe rose
by over 30% in comparison with the
previous year in 2021. In spring, once
most of the travel restrictions introduced
to curb the spread of the coronavirus
pandemic had been lifted, the
monthly number of asylum applications
made in Europe began to rise
steadily again and in August resumed
the level we were seeing in 2019.
In contrast, operational work in the
facilities did not become notably easier
than in the previous year. Low occupancy
and increased expenditure
on COVID-19 protection measures in
our facilities have had an impact on
our overall result.
Despite more difficult conditions,
we succeeded again in realising the
planned growth and further consolidating
the profitability of the ORS
Group. This is all the more pleasing
when we consider that some of our
competitors list the same fees – and
even demand deficit guarantees – yet
have reported a loss. We are committed
to our mission of making efficient
use of the public money entrusted to
us and boosting the attractiveness of
our organisation.
As a result of the political situation
in southern Europe and particularly
in Ukraine, we can assume that the
number of asylum applications in Europe
and the ORS markets is set to
rise significantly. New opportunities
are likely to arise in countries where
the ORS Group is not yet active, in
particular in southern Europe (Spain
and Greece), but also in the existing
markets.
Switzerland
In 2021, around 15’000 asylum applications
were made in Switzerland –
an increase of at least 35% against the
previous year. This places the rise in
asylum applications in Switzerland
above the European average of 30%.
The increase in asylum applications
led to higher overnight accommodation
figures and, accordingly, to
a higher turnover than the previous
year.
In the reporting year, support work
in the federal asylum centres was the
area that produced the highest turnover
in Switzerland. This can be attributed
to the fact that capacities in
this mandate have been continuously
expanded over the past two years, in
part due to the coronavirus pandemic.
42

Finances
Germany
In 2021 the number of initial asylum
applications rose sharply against the
previous year, leading to an increasing
need for support places (2021:
148’000; 2020: 102’000). In addition,
increasing demands have been put in
place by our partners since the end of
the refugee crisis. During the ongoing
COVID-19 crisis, the need for distancing
in the facilities remained, so
we had to provide more space for the
people in our care. This meant that
existing contracts remained at almost
the same volume, despite the drop in
capacity utilisation.
Despite the COVID-19 crisis and
the ensuing complications in the accommodation
facilities, the overall
business trend remained stable in
2021. Turnover rose by around 41%
as a result of new mandates in North
Rhine-Westphalia, Rhineland-Palatinate
and Berlin and an expansion
of services in the existing mandates.
This went hand-in-hand with a steady
expansion of personnel resources.
Italy
ORS Italia S.r.l. was able to win further
mandates over the past year. After
many tendering processes were
delayed by both a change of government
and the ongoing pandemic situation
in the previous year and at the
start of 2021, we were able to implement
our growth strategy once more
in the reporting year.
Austria
Asylum applications in Austria rose
significantly last year and were up
around 131% on the previous year.
The increase in asylum applications
had very limited impact on the assisted
living mandates we retain in Austria
(following nationalisation of the
mandate with the BM.I). Towards the
end of the reporting year we were able
to win a new assisted living mandate
in the state of Lower Austria.
Sources:
Asylum Statistics 2021 – State Secretariat for Migration SEM, Bern-Wabern, 15 February 2022 (CH);
BMI Asylum Statistics 2021 (AT);
Federal Office for Migration and Refugees (BAMF) Statistics 2021 (DE)
43

ANNUAL RESULTS
Turnover per country (in thousand CHF) 2020 2021
Switzerland 71’884 79’702
Austria 34’285 723
Germany 19’898 27’471
Italy 1’462 2’319
Total 127’529 110’215
Operating profit* 1’322 2’579
* Operating profit excluding exceptional items
Turnover split Switzerland (in thousand CHF) 2020 2021
SEM 24’148 30’903
Collective accommodation 25’383 26’133
Local mandates 20’108 18’095
Integration 2’245 4’571
Operating profit ORS Switzerland 71’884 79’402
The consolidated annual statement for 2021 was prepared in accordance with Swiss GAAP FER guidelines
and audited by Baker Tilly OBT. The auditor’s report contains no findings of discrepancies.
44

Finances
Germany
CHF 27’471
Switzerland
CHF 79’702
Total
Austria
CHF 723
CHF 110’215
Italy
CHF 2’319
45

ADVISORY BOARD
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
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)
Dr h.c. Fritz Schramma
Former Lord Mayor of the City
of Cologne and President of the
German Association of Towns and
Municipalities (DStGB)
46

Interview with Thomas Bäumer
Thomas Bäumer has pursued a whole range of opportunities in his professional and personal
life. But the 59-year-old has always retained a close connection to his home town
of Münster. Having originally trained as a plumber, he has enjoyed a diverse career that
has seen him become a committee member of the Confederation of German Employers’
Associations. Today he is CEO of Germany’s leading network of dental practitioners.
Thomas Bäumer has been a member of the ORS Advisory Board since 2020.
What motivated you to join the ORS Advisory
Board?
ORS’s work centres around people and ensuring
that they are cared for, supported
and integrated with dignity. Integration is a
key issue. I am able to bring my expertise as
a representative of industry to a professional
body that features high-profile representatives
of the world of national and international
politics.
What is your life/leadership/work motto?
Take whatever you can! What I mean by that
is always make the most of any possibility
and potential and, at the same time, use
them wisely.
As a manager, I believe that trust needs to
play a key role. If you want to be successful,
you need to know how to let go of the
reins a little, delegate responsibility and the
authority to make decisions. In short: clear
leadership with invisible reins.
My work motto is: Leave room for creativity.
I leave 30% of my time unscheduled.
Because creative thoughts and ideas need
scope to unfold.
What do you advise people when it comes to
planning a career/acting on opportunities?
You can’t wait for opportunities to be presented
to you on a silver platter. In order to
spot them and act on them, you need to be
alert and to identify strongly with the profession
and the business. At the end of the
day, in your career it’s just like it is in life –
you can’t plan everything. Chance, luck and
the timing should not be underestimated.
In many respects, 2021 was a special year.
What were your main preoccupations at work
this year?
The COVID-19 crisis forced the world of
work to evolve. Digitalisation has advanced
rapidly and working from home, digital
conferencing and online meetings are now
central to our day-to-day routines. During
the crisis, we acted on the available opportunities.
So far the German economy has
made it through the crisis in a strong position.
I wasn’t expecting that.
I wasn’t expecting that at the start of the
pandemic.
Despite the challenges, we were able to
continue our growth trajectory at Colosseum
Dental Germany. I hope that we will not
be so preoccupied with COVID-19 in the
second half of 2022. I am optimistic about
the future and believe that the medical and
pharmaceutical sectors will soon continue
to grow rapidly, creating the ideal conditions
for bringing an end to the pandemic.
47

GROUP MANAGEMENT
‘Professionalism and
flexibility open up
opportunities for trusting
partnerships.’
Jürg Rötheli
CEO ORS Group
Carolin Wälz-Fabregon
Managing Director
ORS Germany
Claude Gumy
Co-director
ORS Switzerland
‘Crises are opportunities
through which we can grow,
together.’
Maurizio Reppucci
Managing Director ORS Austria,
Italy and Spain
48

Daring to trust helps us make
the most of opportunities
Demonstrating trust, being mindful, leading by example, making reliable decisions
and communicating appropriately are all leadership values that motivate
employees and help them to identify with the organisation. We make the
most of internal and external opportunities to act responsibly.
‘Our outcome-oriented
approach is based on
experience and an extensive
understanding of the needs
involved.’
Martin Nyfeler
CFO ORS Group
Lutz Hahn
Head of Communications &
Public Affairs
‘Wanting to understand is
the first step towards being
understood. We can play
our part here by ensuring we
share information promptly
and transparently.’
49

OUR
VALUES
Neutral
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.
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 cost-effective manner. We respond quickly and efficiently
to short-term changes with effective solutions for
our partners and the people in our care.
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.
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51

GLOSSARY
Abbreviations – Switzerland
NaBe – restructuring of asylum and refugee support in the canton of Bern
SPITEX – organisation for outpatient help and care
BAZ – federal asylum centre
RKZ/RZB – repatriation centre
KU – collective accommodation
MNA/UMA – unaccompanied minor asylum seeker
SEM – State Secretariat for Migration
Cantons
AG – canton of Aargau
BE – canton of Bern
BL – canton of Basel-Landschaft
FR – canton of Fribourg
SO – canton of Solothurn
TG – canton of Thurgau
ZH – canton of Zurich
Abbreviations – Germany
BU – support centre
LEA – regional reception facility
ZUE – central refugee facility
EA – reception facility
AfA – reception facilities for asylum seekers
GU – hostel
German states
BW – Baden-Württemberg
NRW – North Rhine-Westphalia
RP – Rhineland-Palatinate
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Abbreviations – Austria
BM.I – Federal Ministry of the Interior
BBU – Federal Agency for Reception and Support Services
ICMPD – International Centre for Migration Policy Development
Abbreviations – Italy
UNHCR – United Nations High Commissioner for Refugees
CAS – reception centre
CPR – repatriation centre
53

OUR
LOCATIONS
As at 31/12/2021
Headquarters
Office
Accommodation
Germany
Belgium
EU Liaison Office Brussels
Austria
Switzerland
Italy
Spain
Greece
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Contacts
Switzerland
ORS Group AG
Röschibachstrasse 22
8037 Zurich, Switzerland
Tel. +41 (0)44 386 67 67
info@ors.ch
www.ors-group.org
ORS Service AG
Röschibachstrasse 22
8037 Zurich, Switzerland
Tel. +41 (0)44 386 67 67
info@ors.ch
www.ors-schweiz.ch
Germany
ORS Deutschland GmbH
Güterhallenstrasse 4
79106 Freiburg im Breisgau, Germany
Tel. +49 (0)761 769 931 20
info@orsdeutschland.de
www.ors-deutschland.de
Austria
ORS Service GmbH
Mooslackengasse 17
1190 Vienna, Austria
Tel. +43 1 25301 62362
info@orsservice.at
www.ors-austria.at
Italy
ORS Italia S. r. l.
Piazza Annibaliano 18
00198 Rome, Italy
info@ors-italia.com
www.ors-italia.it
Spain
ORS España
Servicios Sociales S.L.
Avenida Felipe II, 17
1° oficina 1
28009 Madrid, Spain
www.ors-espana.es
Greece
ORS Greece Monoprosopi A.E.
280 Kifisias Avenue
15232 Chalandri, Greece
EU Liaison Office Brussels
ORS Group
Rond Point Schuman 6, Box 5
1040 Brussels, Belgium
www.ors-group.org
Imprint
Publisher
ORS Group AG, Zurich
June 2022
© ORS Group AG, Zurich
Concept and design
Ellinor Amini
Layout & graphics
ORS Deutschland GmbH
Editor
Lutz Hahn
Head of Communications & Public Affairs
ORS Group AG
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www.ors-group.org
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