ORS Annual Report 2022

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<strong>ORS</strong><br />


<strong>2022</strong><br />

Neutral, flexible, mindful.<br />


2<br />






C O N T E N T S<br />




<strong>ORS</strong> SWITZERLAND<br />

Milestones<br />

Giordana Biaggio Lazzeri profile<br />

Roger Hasler profile<br />

<strong>ORS</strong> GERMANY<br />

Milestones<br />

Antje-Hellen Nekhili profile<br />

Martin Kinzel profile<br />

<strong>ORS</strong> ITALY<br />

Milestones<br />

Miriam Arensi profile<br />

<strong>ORS</strong> AUSTRIA<br />

Milestones<br />

Lisa Buhne profile<br />

<strong>ORS</strong> A SERCO COMPANY<br />

Anniversary – 30 years of <strong>ORS</strong><br />

Melanie Schnetzer profile<br />

Fraser Moore profile<br />

<strong>Annual</strong> result<br />

<strong>ORS</strong> Advisory Board – Erwin Jutzet profile<br />

Further training<br />

Glossary<br />

Imprint<br />


Dear readers,<br />

There are ordinary and extraordinary<br />

times, and sometimes there are times<br />

of crisis. Triggered by the war in<br />

Ukraine, we are currently, without a<br />

doubt, experiencing this type of crisis.<br />

Migration policy is also being put to<br />

the test.<br />

Flexible help for refugees is key<br />

In times of crisis and emergency, it is<br />

crucial that we help: immediately,<br />

without red tape and with flexibility.<br />

<strong>ORS</strong> employees play a large part in<br />

ensuring that Switzerland, Germany,<br />

Austria and Italy have coped with and<br />

will continue to cope with the largest<br />

refugee crisis since the Second World<br />

War.<br />

<strong>ORS</strong> is a systemically relevant<br />

partner<br />

Switzerland alone has recorded almost<br />

85,000 refugees from Ukraine and<br />

over 30,000 asylum seekers from other<br />

areas from <strong>2022</strong> to the end of March<br />

2023. <strong>ORS</strong> has supported a large<br />

number of these. The influx has been<br />


E D I T O R I A L<br />

a monumental challenge for the authorities<br />

and other organisations.<br />

<strong>ORS</strong> employed over 1,000 new staff<br />

during the crisis. We have become a<br />

systemically relevant partner for the<br />

government.<br />

As we have stated, our aim is to expect<br />

the highest standards from ourselves<br />

and from the quality of the services<br />

when performing support work. As<br />

the only private company in the immigration<br />

sector, the highest standards<br />

are a given, even under difficult<br />

circumstances.<br />

That is why <strong>ORS</strong> is investing heavily<br />

in training staff. Even the media has<br />

recognised that we have high quality<br />

standards for our daily work. If the<br />

media publishes criticism, it is often<br />

ideologically motivated, or it is, in<br />

essence, criticism aimed at the rules<br />

of the asylum system created by<br />

politicians.<br />

global service provider Serco has given<br />

us an owner with a strategic focus. I am<br />

looking forward to further developing<br />

our business operations in Europe.<br />

The past business year was also shaped<br />

by a significant high point: in September,<br />

we celebrated 30 years of <strong>ORS</strong>!<br />

The magnificent party with the entire<br />

<strong>ORS</strong> family was a unique experience<br />

for me and for the entire team!<br />

I hope you enjoy reading our annual<br />

report.<br />

Best wishes<br />

Jürg Rötheli<br />

CEO <strong>ORS</strong> Group<br />

A new chapter in <strong>ORS</strong>’s story<br />

The <strong>2022</strong> business year is the starting<br />

point of a new chapter in our<br />

successful story. The takeover by<br />


F A C T S &<br />

Operates in 4 countries | 2 nat ional o<br />

fices | 1 EU liaison o<br />

4<br />

Countries<br />

fice<br />

Head office & nat<br />

CH Zurich<br />

DE Freiburg<br />

AT Vienna<br />

IT Rome<br />

BE Brussels<br />

ES Madrid<br />

GR Athens<br />

ional offices<br />

CH 95+ | DE 17 |<br />

IT 5 | AT 5<br />

44 %<br />

120 +<br />

Mandates<br />

Support facilities<br />


F I G U R E S<br />

CH 1,500+ | DE 700+ |<br />

IT 70+ | AT 30+<br />

2,300 +<br />

Staff<br />

63 %<br />

95 %<br />

CH 16,000+ | DE 10,000+ | IT 900+ | AT 300+<br />

28,000 +<br />

Bed capacity<br />

9<br />

As of: 31 December <strong>2022</strong>

10<br />



M I L E S<br />

Openings<br />

KU Zollikon ZH<br />

RZB Enggistein BE<br />

Local authority mandate Zeiningen AG<br />

Openings<br />

Local authority mandate Hunzenschwil AG<br />

Openings<br />

BAZ Bure JU<br />

DZ Fridau, Egerkingen SO<br />

KU Burgdorf BE for Ukrainian refugees<br />

Local authority mandate Winterthur ZH<br />

Local authority mandate Mumpf AG<br />

Cantonal reception centre for Ukrainian refugees in FR<br />

Start of coordination<br />

Host families for Ukrainian refugees in the canton of FR<br />

Openings<br />

BAZ Neuchlen SG<br />

BAZ Les Rochat VD<br />

BAZ Chamblon VD<br />

BAZ Liestal BL<br />

DZ Balmberg SO<br />

KU Winterthur ZH<br />

KU Frick AG<br />

Local authority mandate<br />

Biberstein AG<br />

Local authority mandate Urdorf ZH<br />

Local authority mandate Zollikon ZH<br />

Openings<br />

Biberstein AG<br />

Openings<br />

KU Richterswil ZH<br />

KU Dianapark Rheinfelden AG<br />

Local authority mandate Rümlang ZH<br />


T O N E S<br />

Openings<br />

BAZ Emmen LU<br />

GOPS Muri AG, KU Winterthur-Mattenbach ZH<br />

KU Jura-Zentrum FR<br />

Start of development<br />

Police barracks Zurich ZH<br />

with opening at the beginning of January 2023<br />

Openings<br />

Unterentfelden AG<br />

NH Hotel Fribourg becomes KU for Ukrainian refugees<br />

Approval to open KU Summiswald BE<br />

Openings<br />

RZB Bellelay BE<br />

KU Charmey FR for Ukrainian refugees<br />

Local authority mandate Urdorf ZH<br />

Openings<br />

Closure<br />

BAZ Thun BE<br />

RZB Biel BE<br />

BAZ Moudon VD<br />

DZ Allerheiligenberg SO<br />

KU L’Ondine in Enney FR<br />

Dietlikon ZH,<br />

Irchel ZH<br />

Project planning for opening<br />

RZB Brünnen BE<br />


M I L E S<br />

AG – canton of Aargau B K G<br />

BL – canton of Basel-Landschaft K<br />

BS – canton of Basel-Stadt B K<br />

G<br />

BS<br />

BE – canton of Bern B K<br />

FR – canton of Fribourg B K<br />

GE – canton of Geneva B<br />

JU<br />

SO<br />

GR – canton of Graubünden<br />

JU – canton of Jura B<br />

B<br />

NE<br />

LU – canton of Lucerne<br />

B<br />

NE – canton of Neuenburg B<br />

SG – canton of St Gallen B G<br />

SO – canton of Solothurn B K<br />

VD – canton of Vaud B<br />

VD<br />

FR<br />

BE<br />

ZH – canton of Zurich K<br />

G<br />

GE<br />

VS<br />


T O N E S<br />

SH<br />

TG<br />

BL<br />

AG<br />

ZH<br />

AR<br />

AI<br />

LU<br />

ZG<br />

NW<br />

SZ<br />

GL<br />

SG<br />

OW<br />

UR<br />

GR<br />

TI<br />

B Federal mandate<br />

K Cantonal mandate<br />

G Local authority mandate<br />


M I L E S<br />

<strong>ORS</strong> Switzerland<br />

The <strong>2022</strong> business year in Switzerland<br />

is shaped by the opening of additional<br />

facilities. Various temporary federal<br />

asylum centres have to be opened for<br />

the State Secretariat for Migration<br />

(SEM). <strong>ORS</strong> proves itself as a flexible<br />

service provider that also operates in<br />

regions that fall under its competitors’<br />

geographical area of responsibility.<br />

In the canton of Fribourg, coordinating<br />

the entire flow of refugees triggered by<br />

the war in Ukraine is particularly<br />

challenging. We take responsibility for<br />

registering incoming refugees, open<br />

collective housing and placing refugees<br />

with host families. We achieve a placement<br />

rate of over 70%. This figure has<br />

never been reached by organisations<br />

that operate in other cantons.<br />

As part of the extraordinary circumstances,<br />

<strong>ORS</strong> takes responsibility for<br />

temporary accommodation in the<br />

cantons of Aargau and Basel-Stadt.<br />

Further capacity also has to be created<br />

in existing mandates in the cantons of<br />

Bern, Solothurn and Zurich.<br />

We are also able to strengthen the commitment<br />

to providing support and<br />

integration in another 11 communities<br />

in German-speaking Switzerland.<br />

The herculean task of supporting<br />

the authorities can only be managed<br />


T O N E S<br />

through the recruitment of further staff.<br />

The HR department and the People<br />

Development department play an important<br />

role in training new and existing<br />

colleagues. High levels of flexibility<br />

and commitment make it possible to<br />

fulfil all requirements.<br />

closed down, to the new centres in<br />

Enggistein and Bellelay.<br />

Negative and biased reports in the<br />

media do not detract us from optimally<br />

fulfilling our role as a flexible<br />

and professional service provider.<br />

Managing repatriation centres for<br />

people who have had their asylum<br />

application rejected is an ongoing<br />

task. For example, in the canton of<br />

Bern, a solution is found for families<br />

who are moving from the accommodation<br />

in Biel/Bienne, which is being<br />

As part of the <strong>ORS</strong> anniversary, benches were added to<br />

all accommodation. They continue to provide refugees<br />

and guests with a welcome place to relax. This is the<br />

bench from the repatriation centre in Rohr/ZH.<br />


Giordana<br />

Biaggio<br />

Lazzeri<br />

Giordana Biaggio Lazzeri (52)<br />

has been working at <strong>ORS</strong> for 15<br />

years. The psychologist speaks five<br />

languages and took over leadership<br />

of the cantonal mandate for Ukraine<br />

refugees in Fribourg in <strong>2022</strong>.<br />

A multistorey building complex near<br />

to Fribourg station has been the focus<br />

of Giordana Biaggio Lazzeri’s work<br />

since <strong>2022</strong>. Here, where travellers used<br />

to come and go, there is now a central<br />

registration centre for people seeking<br />

safety who have been assigned to the<br />

canton of Fribourg.<br />

Initially, those arriving were registered<br />

in the empty hotel, offered financial<br />

support, provided with medical care<br />

and, within hours, connected with<br />

private host families by <strong>ORS</strong> staff as<br />

a matter of priority. This programme<br />

of placing people from Ukraine is one<br />

of the most successful in the whole of<br />

Switzerland, with a placement rate of<br />

over 70%. A team of around 35 staff<br />

working with Giordana continues to<br />

ensure that every refugee from Ukraine<br />

receives a warm welcome and can then<br />

be offered high-quality support.<br />

Today, the former NH Hotel has become<br />

the central port of call for<br />

refugees from Ukraine and also<br />

serves as collective accommodation.<br />

Giordiana is found amid a plethora of<br />

languages: French, Ukrainian, English<br />


and German. Before her time at <strong>ORS</strong>,<br />

she studied psychology and managed<br />

projects for internally displaced persons<br />

and refugees in several countries.<br />

“I’ve experienced many difficult moments<br />

but still don’t think that I’ve<br />

reached my limits yet”, she states in<br />

description of her passion. She brings<br />

her psychological abilities into her<br />

team management, which her team<br />

appreciates. These help her support<br />

care staff, social workers, interpreters,<br />

teachers and specialist medical staff<br />

when dealing with challenging situations<br />

involving refugees.<br />

The larger the influx of refugees<br />

became last year, the more flexibility<br />

was required from all those involved.<br />

Nonetheless, she always kept calm and<br />

remained composed when responding<br />

to changing guidelines from the federal<br />

state and the canton. “Flexibility is<br />

closely linked to resilience. As a<br />

manager, you have to remain flexible<br />

and set an example to employees. I<br />

also associate flexibility with openness<br />

and a willingness to try out new<br />

ways of working.” Giordana believes<br />

that the recipe for making the work a<br />

success is found in <strong>ORS</strong>’s management<br />

values. Delegating tasks to staff, placing<br />

trust in them and supporting them in<br />

doing what they are capable of.<br />

”<br />

My leadership motto: know<br />

your staff, your talents and<br />

your weaknesses, support<br />

them in their development<br />

and trust them. Then you<br />

will see results.<br />

”<br />

In 2023, she is taking over co-leadership<br />

for the entire support and integration<br />

mandate in the canton of<br />

Fribourg. Together with 350 employees,<br />

she will significantly shape the future<br />

of around 4,400 refugees in the canton.<br />


Roger Hasler<br />

When he was young, Roger Hasler<br />

(56) wanted to be a policeman. However,<br />

he then discovered a passion<br />

for baking, trained as a baker and<br />

worked in this career knowing that<br />

he wanted to get into social work<br />

one day. For eight years, he has been<br />

able to develop in his dream job and<br />

dedicate himself to the refugee sector.<br />

At work, he is known as a ‘doer’ with<br />

a high degree of flexibility.<br />

Roger Hasler’s colleagues know that<br />

he gets stuck in and does not think<br />

that he is above any task. He has been<br />

working in operative support services<br />

at <strong>ORS</strong> for exactly eight years. He<br />

leads the Hammermühle repatriation<br />

centre in Kemptthal in the canton of<br />

Zurich, directly on the through-road<br />

between Zurich and Winterthur. The<br />

former hostel is exclusively for men.<br />

”<br />

Our work often takes us to<br />

the brink of what is possible.<br />

You then need routine and<br />

composure to find implementable<br />

solutions.<br />

”<br />

All those living there have received a<br />

negative asylum decision and have to<br />

leave the country. Roger Hasler says:<br />

“The human stories move us, but if<br />

the legal system has decided that there<br />

are no grounds for asylum, my team<br />

and I cannot change that. We try to<br />

treat the men with empathy, but occasionally<br />

also have to remind them of<br />

their obligation to be tidy when living<br />

together.” Roger is in charge of tidi-<br />


ness in and around the centre. If he<br />

has to, he even goes down to the cellar<br />

himself and sorts the rubbish or dirty<br />

washing. At the same time, he is a very<br />

talented organiser and his team appreciates<br />

him. “As a superior, you lead by<br />

example, but you should also know<br />

when enough is enough”.<br />

His development expertise, gained<br />

through managing refugee centres, is<br />

well known beyond cantonal and<br />

national borders. He is therefore also<br />

a key point of contact time and again<br />

when it comes to opening new refugee<br />

accommodation. The effort made in<br />

2020 in the former central refugee<br />

facility (ZUE) in Sankt Augustin is one<br />

particular experience that has stayed<br />

with him. When the entire accommodation<br />

was placed under quarantine<br />

because of coronavirus and more and<br />

more employees went off work, he<br />

was immediately ready to get involved.<br />

“It was pretty hot in the protective<br />

suits. It was difficult for everyone<br />

involved to find their bearings in a<br />

challenging situation. But we overcame<br />

it as a team.”<br />

”<br />

Flexibility is a must when<br />

working with so many different<br />

points of contact. You feel<br />

reaffirmed every day when<br />

everything works.<br />

”<br />

Flexibility is part of Roger Hasler’s<br />

DNA. In <strong>2022</strong>, when more and more<br />

people from different countries were<br />

seeking protection in the canton of<br />

Zurich, he was immediately ready to<br />

take on responsibility for an additional<br />

centre in Winterthur. “<strong>ORS</strong> can rely<br />

on me, like I can rely on my team.<br />

The people that need to be supported,<br />

regardless of where they come from<br />

and where they are going, can rely on<br />

the best possible support from us.”<br />


22<br />



M I L E S<br />

Opening<br />

EAE Bonn, NRW<br />

Opening<br />

Hermeskeil branch office:<br />

Bernkastel-Kues in RLP<br />

Opening<br />

Sanitary station in Ingelheim RLP<br />

(Detention facility for people due<br />

to be repatriated)<br />

Opening<br />

Ukraine reception centre Messstetten<br />

Transforming the ZUE Wegberg during the<br />

Ukraine crisis<br />

The ministerial president of Baden-Württemberg,<br />

Winfried Kretschmann, and Marion Gentges,<br />

minister of justice and migration, visit<br />

LEA Sigmaringen. “You can see that people put<br />

their heart and soul into the work here. Now, we<br />

need a combination of professionalism and care”,<br />

said the head of the state.<br />


T O N E S<br />

<strong>ORS</strong> strengthens the collaboration with volunteers. During a volunteer day<br />

at the ZUE in Sankt Augustin, helpers, supporters and residents dedicated<br />

themselves to cleaning the surrounding area and to maintenance work in the<br />

accommodation.<br />

Winning the contract<br />

for the first two catering mandates at the same<br />

time as losing the support mandates in the ZUE<br />

Sankt Augustin and Wegberg in NRW<br />

Opening<br />

GU Bühringstrasse, Berlin<br />


M I L E S<br />

<strong>ORS</strong> Germany<br />

Spring <strong>2022</strong><br />

With the contract for opening the<br />

reception facility in Bonn, North<br />

Rhine Westphalia, we were able to<br />

further expand our presence in the<br />

largest federal state. At the beginning<br />

of February, we became active for the<br />

first time in Ingelheim, Rhineland-<br />

Palatinate, in a detention facility for<br />

people due to be repatriated, where<br />

we provide health services for<br />

residents.<br />

Ukraine crisis<br />

February <strong>2022</strong> brought turbulent times<br />

with the beginning of the war in<br />

Ukraine. The admission figures grew<br />

rapidly and, against this background,<br />

we opened the Messstetten reception<br />

centre in Baden-Württemberg and the<br />

Hermeskeil branch office in Rhineland-<br />

Palatinate, Bernkastel-Kues. Furthermore,<br />

our ZUE Wegberg was transformed<br />

into accommodation for people<br />

from Ukraine only. All refugees previously<br />

there had to be transferred to<br />

other facilities within a few days. The<br />

facility was barely empty when it was<br />

filled with people from Ukraine seeking<br />

safety. It was only by combining forces<br />

that we were able to achieve this<br />

almighty feat. In early summer, we<br />

opened the second collective accommodation<br />

on Bühringstrasse in Berlin. The<br />

autumn was shaped by other unforesee-<br />


T O N E S<br />

able circumstances: the influx of<br />

Ukrainian refugees abated temporarily,<br />

but strong increases in immigration<br />

from other places more than made<br />

up for the reduction. This resulted in<br />

severe overcrowding in the existing<br />

accommodation managed by <strong>ORS</strong><br />

and other support organisations.<br />

For example, our team in the LEA<br />

Sigmaringen dealt with the arrival<br />

and departure of over 1,000 additional<br />

people within a few days. Unfortunately,<br />

we did not have our contract to<br />

continue our support services renewed<br />

at two of our ZUEs in Germany, Sankt<br />

Augustin and Wegberg. Instead, we<br />

will concentrate on ensuring catering<br />

for refugees there in future.<br />

Improving the quality of the<br />

support: the <strong>ORS</strong> app<br />

The ‘<strong>ORS</strong> app’ digitalisation project<br />

began in <strong>2022</strong>. The app was specially<br />

programmed for our residents with<br />

the aim of facilitating communication<br />

within the accommodation. Residents<br />

receive all the information about<br />

the accommodation in their native<br />

language and can sign up for events<br />

and job offers online. Furthermore,<br />

they can be contacted individually,<br />

meaning that appointments can<br />

be managed efficiently. Further<br />

information about the accommodation,<br />

the region and more general<br />

topics such as asylum and migration<br />

in Germany complete the services<br />

offered. The app will be piloted in<br />

2023 and then rolled out group-wide<br />

in Germany, Switzerland, Austria and<br />

Italy.<br />

Prospects for 2023<br />

2023 also started successfully: we are<br />

looking forward to more new facilities<br />

in Hesse and Bavaria, which we will<br />

be able to open in spring and summer<br />

2023. Furthermore, we are having a<br />

change in management. Carolin Wälz,<br />

who has been CEO since 2018, is<br />

leaving <strong>ORS</strong> after 16 years to pursue<br />

a new professional challenge. Martin<br />

Furrer, the former regional head for<br />

the North and deputy CEO, is taking<br />

her place in May 2023. Within the<br />

scope of this change, the operative<br />

management team is also being<br />

expanded so that it can respond even<br />

quicker and with greater flexibility to<br />

changing situations in Germany.<br />


Antje-Hellen<br />

Nekhili<br />

Antje Nellen Nekhili (51) has been<br />

working at <strong>ORS</strong> since <strong>2022</strong>. She is<br />

the coordinator of volunteering in<br />

the reception facility in Bonn. The<br />

position was specially created by<br />

the Cologne regional government to<br />

promote dialogue between residents<br />

and staff at the refugee accommodation<br />

and the public. This means that<br />

problems can be detected early on and<br />

solutions can be developed. At the<br />

same time, involving volunteers is an<br />

important step for successful integration.<br />

When Antje Hellen Nekhili is asked<br />

what motivates her to work with refugees,<br />

she responds that she takes every<br />

smile she receives from residents of the<br />

reception facility in Bonn as a sign that<br />

they are grateful for the great support.<br />

The trained photographer has been<br />

working with people with a migrant<br />

background for eight years. She joined<br />

<strong>ORS</strong> at the beginning of <strong>2022</strong> and now<br />

sees working as a coordinator of volunteering<br />

as her dream job. “I build<br />

bridges between people and cultures.<br />

In this work, doing is better than complaining,”<br />

she explains, referring to<br />

the efforts volunteers make in supporting<br />

people living in the refugee<br />

accommodation.<br />

She helps people to understand each<br />

other better by connecting refugees<br />

with volunteers. This breaks down<br />

prejudices and strengthens togetherness.<br />

“I cannot undo what happened<br />

to the refugees on their way here. However,<br />

I can welcome them to their new<br />

home, make them feel at home and<br />

help them plan for the future. Volunteers<br />

from the neighbourhood can<br />

play a big part in this.” However, she<br />


”<br />

Looking at the beaming<br />

faces of people who I have been<br />

able to help is the best<br />

motivation for my job.<br />

”<br />

has noticed a change in the volunteering.<br />

She says that there is a greater<br />

willingness to support war refugees<br />

from Ukraine than people from Syria,<br />

Afghanistan or Africa.<br />

Flexibility is an everyday part of supporting<br />

refugees. Each day can unfold<br />

differently to how it was originally<br />

planned. Here, Antje Hellen is proud<br />

to be able to work in a team on which<br />

she can always rely. Her team does not<br />

say “that is not my job”. “We are only<br />

strong together, and the only way to<br />

cope with the work over the long term<br />

by enjoying what we do.” She is impressed<br />

by the range of applications and<br />

offers from volunteers. There is something<br />

for almost everyone, from language<br />

courses to games afternoons for<br />

children, sports activities and day trips.<br />

Those who give also get plenty in<br />

return.<br />

Antje therefore strongly appeals:<br />

“Volunteer, because seeing how grateful<br />

the people you have helped are is<br />

priceless.”<br />

”<br />

For me, flexibility does not<br />

just mean looking at the<br />

rules on paper, but also<br />

approving ideas that may at<br />

times be unconventional.<br />

”<br />

Companies are even committing to<br />

freeing up their staff to work with<br />

refugees, which the coordinator of<br />

volunteering from Bonn sees as a sign<br />

that Germany has compassion for<br />

refugees.<br />


Martin Kinzel<br />

Martin Kinzel (49) brings years of<br />

experience in organisational management<br />

with him to the role. Born and<br />

raised in Austria, he worked for many<br />

years in Ireland. In 2015, he learnt<br />

about refugee support work at <strong>ORS</strong><br />

in Austria and learnt to love it. Now,<br />

he works in Germany and is part of<br />

the <strong>ORS</strong> management board.<br />

When refugee numbers increase and<br />

capacity gets tight, stronger calls are<br />

quickly made for other suitable accommodation<br />

options. Whether it is working<br />

on temporary accommodation to<br />

house those from Ukraine seeking<br />

safety or a tender approval for a longerterm<br />

mandate, <strong>ORS</strong> is flexible and helps<br />

public contracting authorities deal<br />

with refugee flows.<br />

Since 2023, Martin Kinzel works on<br />

opening new accommodation in a<br />

timely and expert way. He is the head<br />

of development for accommodation<br />

and establishes temporary teams based<br />

on the task at hand with which he can<br />

establish <strong>ORS</strong> structures on site. From<br />

furnishing and adding signage to the<br />

accommodation and developing operating<br />

procedures for optimal use of the<br />

available infrastructure to training<br />

new staff, Martin is the man for it all.<br />

As well as training as a textile mechanic,<br />

the Austrian also has years of<br />

experience in the international hotel<br />

and gastronomy sector. He has never<br />

regretted starting to support refugees<br />


eight years ago. “When children and<br />

adults come to me beaming and thank<br />

me for the support, it makes me happy.<br />

However, there are naturally also difficult<br />

situations that affect me and that<br />

require me to be professional and look<br />

for solutions.”<br />

”<br />

When children and adults<br />

come to me beaming and<br />

thank me for the support, it<br />

makes me happy.<br />

”<br />

Until the end of <strong>2022</strong>, Martin had two<br />

jobs. He was the head of development<br />

for new accommodation and head of<br />

support for one of the largest regional<br />

reception facilities in Baden-Württemberg<br />

in Sigmaringen. In the extensive<br />

former Federal Army barracks, Martin<br />

Kinzel managed a team of over 70 employees<br />

who look after up to 2,000<br />

refugees in the accommodation.<br />

”<br />

Live in a state of inner peace,<br />

lead with understanding and<br />

treat others with respect.<br />

”<br />

“Our work often takes us to the<br />

brink of what is possible.” In the<br />

interplay between support opportunities,<br />

refugee needs and the<br />

authorities’ expectations for the<br />

work being carried out, empathy<br />

and good communication with all<br />

those involved are key. The secret to<br />

his success: “Live in a state of inner<br />

peace, lead with understanding and<br />

treat others with respect.”<br />


32<br />



M I L E S<br />

Winning the contract<br />

for the repatriation centre CPR Ponte Galeria in Rome<br />

Capacity: 125 people.<br />

Refugee day in the reception facility CAS Monastir<br />

Winning the contract<br />

for the repatriation centre CPR Turin<br />

Capacity: 144 people<br />

Opening<br />

Centre for Ukrainian refugees<br />

CAS Rocca Barra San Colombano (Milan)<br />

Capacity: 50 spaces<br />


T O N E S<br />

Opening<br />

CAS Gelsomino in Rome<br />

Capacity: 300 spaces<br />

Increasing the number of beds<br />

in CAS Monastir<br />

In CPR Ponte Galeria<br />

in Rome, the <strong>ORS</strong> support<br />

staff successfully help to<br />

de-escalate protests by<br />

residents against the<br />

political asylum system.<br />

Visit by a Turin town council<br />

delegation to the CPR Turin<br />

repatriation centre<br />


M I L E S<br />

<strong>ORS</strong> Italy<br />

In <strong>2022</strong>, more refugees docked in<br />

Italian territory than in the previous<br />

year. The highest number of arrivals<br />

during the year was in August, with<br />

approximately 16,822 refugees.<br />

In the first quarter of <strong>2022</strong>, <strong>ORS</strong> Italy<br />

received the contract to manage the<br />

repatriation centres in Rome and Turin,<br />

with a total capacity of 269 spaces.<br />

November was the first time that<br />

<strong>ORS</strong> Italy was directly awarded a mandate<br />

from the prefecture of Rome to<br />

manage a reception facility with over<br />

300 spaces. This is because of the emergency<br />

situation that emerged from the<br />

large number of refugees docking on<br />

Italian soil.<br />

The increase in work also caused the<br />

number of staff in Italy to rise. At the<br />

end of <strong>2022</strong>, up to 140 people were<br />

working for <strong>ORS</strong>.<br />

The professionalism and skills of the<br />

staff are important factors in ensuring<br />

high quality standards in the support<br />

work.<br />

Existing processes were therefore optimised<br />

and staff training was enhanced.<br />


T O N E S<br />

The exchange of personal experiences<br />

between centre managers and those<br />

with operative responsibility for centres<br />

in Switzerland was of particular benefit.<br />

We committed ourselves to being<br />

seen as reliable service providers in a<br />

sensitive environment. As such, <strong>ORS</strong><br />

Italy still places great importance on<br />

encouraging in-house staff training.<br />

As part of the <strong>ORS</strong> anniversary, benches were added to all accommodation.<br />

They continue to provide refugees and guests with a welcome place to relax.<br />

This is the bench from the CAS FANTOLI repatriation centre in Milan/IT.<br />


Miriam Arensi<br />

Miriam Arensi, (36) has been working<br />

for <strong>ORS</strong> in CAS Milan for two years.<br />

As the head of the centre, she is responsible<br />

for ensuring that the support is<br />

provided smoothly. Various long stays<br />

in developing countries have given<br />

her a multicultural mindset.<br />

Following the end of the coronavirus<br />

pandemic and due to the uncertain<br />

political and economic situation in<br />

many countries in Africa, more and<br />

more people are coming to Europe from<br />

this continent. After a total of 84,000<br />

refugees in <strong>2022</strong>, 30,000 refugees were<br />

already registered in Italy in the first<br />

quarter of 2023. Many of these cross the<br />

Mediterranean Sea in search of a better<br />

life. And even though the journey in<br />

(sometimes unseaworthy) boats can put<br />

their lives in danger, many take the risk.<br />

Miriam Arensi works in the CAS<br />

Fantolini reception centre for asylum<br />

seekers in Milan, where many refugees<br />

arrive from Africa. The 36-year-old has<br />

a special personal relationship with<br />

Africa. After studying international<br />

relations and peace-building, she spent<br />

several years living in Tanzania, Benin<br />

and Burundi. After returning home, she<br />

also worked as a liaison person for<br />

West Africa at an international organisation.<br />

When she now works with the<br />

refugees in need of support in the CAS,<br />

she is committed to ensuring that they<br />

are treated with respect and dignity<br />

as far as the law allows. “The specifi-<br />


cations and rules from authorities can<br />

change quickly. We have to respond<br />

flexibly to the changes. But despite all<br />

the bureaucracy and many to-do lists,<br />

it is important to me that we do not<br />

forget that, first and foremost, we are<br />

working for people and with people.”<br />

She is aware that proximity to and distance<br />

from people is just as important<br />

as creating a pleasant work environment<br />

in which team members can support<br />

each other.<br />

The high inflow of refugees has also increased<br />

the occupancy figures in the<br />

centres in Northern Italy. Team spirit<br />

in the <strong>ORS</strong> team is important to her:<br />

“In the last year, we have worked hard to<br />

improve and we have achieved positive<br />

results. We support each other and help<br />

each other to deal with work stress and<br />

to respect our private time.” When<br />

Miriam thinks about flexibility, a blade<br />

of grass comes to mind: “It bends when<br />

the wind blows, but it does not break.”<br />

”<br />

Sometimes, in the humdrum<br />

of ‘bureaucracy’ and ‘to-do lists’,<br />

we forget that, first and foremost,<br />

we work for people and<br />

with people.<br />

”<br />

This is how, together with her 24-person<br />

team, she has overcome the challenges<br />

of dealing with unforeseeable circumstances<br />

and juggling many requirements<br />

without losing her respect for herself<br />

and others. She also has not forgotten<br />

to give people a smile. Today, she looks<br />

back on the support work in the reception<br />

centre with pride and is thankful<br />

to work as a manager in a structured and<br />

organised company that focuses on<br />

providing professional support services<br />

for refugees.<br />





M I L E S<br />

Openings<br />

Nenzing reception centre, designed for<br />

95 displaced persons from Ukraine<br />

Setting up accommodation for displaced persons from Ukraine<br />

in the Hotel Gaschurn, designed for 120 displaced persons<br />

After signing the contract with the region of<br />

Lower Austria in December 2021, the first apartments were<br />

opened in January <strong>2022</strong> in the mandate for supported living in<br />

Lower Austria and the first 30 places were filled.<br />


T O N E S<br />

Expanding the living capacity in<br />

the mandate for supported living<br />

by extending the quarters in Styria<br />

The accommodation in Gaschurn is checked<br />

by the basic service provider. The people<br />

performing the checks evaluate it very positively<br />

Participating in the Vienna<br />

Migration Conference<br />

Doubling the<br />

previous number of<br />

support spaces in the<br />

mandate for Lower<br />

Austria to 60 spaces<br />


M I L E S<br />

<strong>ORS</strong> Austria<br />

The activities of <strong>ORS</strong> Austria focus on<br />

service offerings for accommodating<br />

and supporting refugees in the individual<br />

federal states. The inflow of refugees<br />

to Austria increasingly impact the<br />

federal states.<br />

In our mandates for supported living in<br />

Carinthia, Lower Austria and Styria,<br />

there is a growing requirement for additional<br />

living space. It proves very difficult<br />

to find suitable accommodation<br />

options due to the housing shortage.<br />

Nevertheless, the capacity is still successfully<br />

expanded over the course of<br />

the year.<br />

In spring <strong>2022</strong>, the Vorarlberg federal<br />

state government asks <strong>ORS</strong> whether it<br />

can take responsibility for support in<br />

accommodating displaced persons from<br />

Ukraine. Within a short space of time,<br />

staff are recruited, trained and prepared<br />

to work in the Nenzing and Gaschurn<br />

reception centres. The former tennis<br />

centre in Nenzing is transformed into<br />

refugee accommodation and becomes<br />

Vorarlberg’s central point of contact for<br />

those fleeing Ukraine.<br />

The collaboration between emergency<br />

services, authorities and volunteers has<br />

been built on a foundation of trust from<br />

the beginning.<br />


T O N E S<br />

Over 250 high-ranking representatives<br />

from different governments, authorities<br />

and migration organisations meet<br />

in October in Vienna for the annual<br />

Vienna Migration Conference. <strong>ORS</strong><br />

uses the opportunity to discuss quality<br />

standards in international refugee<br />

support with ministers, ambassadors<br />

and experts. In this, we are grateful<br />

for the long-term partnership with<br />

the event organisers, ICMPD, which<br />

is managed by Michael Spindelegger,<br />

former Vice Chancellor of Austria and<br />

member of the <strong>ORS</strong> Advisory Board.<br />

As part of the <strong>ORS</strong> anniversary, benches were added to all accommodation.<br />

They continue to provide refugees and guests with a welcome place to<br />

relax. This is the bench from the repatriation centre in Nenzing/AT.<br />


Lisa Buhne<br />

Lisa Buhne (33) was born and raised<br />

in Germany. After studying German<br />

and History, she trained and worked<br />

in social work. She has been the deputy<br />

head of the reception centre in Nenzing<br />

(AT) since the beginning of <strong>2022</strong>.<br />

”<br />

The Nenzing tourism region invites<br />

visitors to Vorarlberg with the advertising<br />

slogan “Close to heaven”. Lisa<br />

Buhne does not associate Nenzing<br />

with holidays but with supporting<br />

refugees. Not heavenly, but realistic.<br />

In spring <strong>2022</strong>, the tennis centre was<br />

converted into refugee accommodation<br />

for those from Ukraine seeking<br />

safety. When the accommodation,<br />

with its 100 spaces, was opened, Lisa<br />

faced the challenge of providing professional<br />

support to people whose language<br />

she does not speak but who she<br />

still wanted to support through their<br />

difficult situation.<br />

When a six-person refugee<br />

family with a big dog stands<br />

in front of your accommodation,<br />

you have to show that<br />

you are flexible.<br />

”<br />

Despite her previous professional experience<br />

in supporting, advising and<br />

assisting people with psychological<br />

and physical disabilities, each day at<br />

work is a new adventure.<br />


”<br />

You can only integrate if you<br />

understand how things work in<br />

a new location. I’m therefore<br />

committed to helping refugees<br />

gain a better understanding of<br />

their new location.<br />

”<br />

“I love that no two days are the same<br />

and things do not go to plan, because<br />

it means that you have to work on yourself<br />

every day and can grow from it.”<br />

One experience that she remembers is<br />

the time when a coach suddenly arrived<br />

unexpectedly at the accommodation<br />

with Roma and Sinti families, including<br />

a family with children and a large dog,<br />

and wanted to be let in. It was the first<br />

time she had to make decisions as the<br />

manager following her short training<br />

period. “It’s not easy to plan for people’s<br />

needs. It’s always fascinating to see the<br />

different destinies that lie behind<br />

people’s faces.”<br />

She finds her work at <strong>ORS</strong> very positive<br />

in many aspects.<br />

As well as regularly exchanging ideas<br />

with the support team on site, she has<br />

also received valuable input for everyday<br />

support by participating in several<br />

in-house training sessions. “In my<br />

opinion, the training programme at<br />

<strong>ORS</strong> is superb. It provides knowledge<br />

and also allows ideas to be exchanged<br />

both ways.”<br />

Together with her team, she managed<br />

to find temporary solutions for the<br />

guests. She has learnt to respond to the<br />

unexpected calmly and with composure.<br />


<strong>ORS</strong> a serco company<br />




When the Organisation für Regie und<br />

Spezialaufträge (<strong>ORS</strong>) was founded in<br />

1992, very few expected it to have developed<br />

into a well-known European service<br />

provider for refugee accommodation and<br />

support by 30 years later. On 1 September<br />

<strong>2022</strong>, over 600 staff from Germany,<br />

Austria, Italy and Switzerland came<br />

together to celebrate the 30th anniversary<br />

of the Organisation for Refugee<br />

Services. Colleagues demonstrated their<br />

creative talent on stage in an eclectic<br />

mix of performances. At the same time,<br />

the benches that the <strong>ORS</strong> teams at all<br />

locations had already designed were<br />

inaugurated. These benches still offer<br />

50<br />


30 YEARS OF <strong>ORS</strong><br />

refugees and visitors a welcome place to<br />

relax. An <strong>ORS</strong> song called “WE ARE<br />

<strong>ORS</strong>” was performed for the first time.<br />

The video clip gives you an idea of the<br />

unique atmosphere at this unforgettable<br />

event.<br />


Melanie<br />

Schnetzer<br />

Before working as an HR generalist<br />

at <strong>ORS</strong>, Melanie Schnetzer (30)<br />

travelled a lot. She got to interact<br />

with different people and very much<br />

valued doing so. Today, she feels most<br />

at home in a multicultural environment.<br />

Together with the HR team,<br />

the HR specialist with a Federal<br />

Diploma of Higher Education and<br />

certified vocational trainer currently<br />

takes care of staff of 80 different<br />

nationalities.<br />

”<br />

Waking up every morning and taking<br />

the day as it comes. This is the attitude<br />

that enables Melanie Schnetzer, HR<br />

generalist, to cope with the many HR<br />

requirements. Together with her team,<br />

she felt the effects of the urgent need<br />

for additional workers in refugee<br />

accommodation in <strong>2022</strong>. Recruiting<br />

days had to be organised and executed<br />

for all teams, during which potential<br />

applicants could be interviewed.<br />

There is an individual<br />

behind every application file.<br />

Assessing whether the person<br />

fits the job is a challenge. I<br />

like to take my time with it.<br />

”<br />

And because there sometimes weren’t<br />

enough regular working hours in the<br />

day, telephone interviews were occasionally<br />

even conducted in the evening<br />

or at weekends. “All applicants have<br />

the right to be taken seriously. That<br />

is why I always try to treat candidates<br />

with respect during interviews, to<br />

assess their motivation for the job and<br />


”<br />

to envision whether they have the right<br />

professional and social skills for the<br />

position to be filled. But that is not<br />

always easy”, she admits.<br />

For me, remaining flexible<br />

means creating space for the<br />

unexpected every day.<br />

”<br />

The trained banker finds flexibility,<br />

initiative and commitment important<br />

attributes for working in the migration<br />

sector. Three years ago, when she herself<br />

was looking for a position that focused<br />

on social commitment, it was clear to<br />

her that <strong>ORS</strong> could offer meaningful<br />

work. Even though she is not in direct<br />

contact with refugees as an HR expert,<br />

she makes a valuable contribution by<br />

advising, supporting and relieving<br />

managers and staff on the front line.<br />

“Our work requires a lot of independence<br />

and flexibility. We experience<br />

this every day as a team and value being<br />

able to regularly exchange ideas and<br />

support each other. If we did not have<br />

that, we would not be able to cope with<br />

it all.”<br />

She creates room for flexibility by not<br />

taking on too much each day, because<br />

it will not go as planned anyway.<br />

Her highlight of the past 12 months is<br />

the digitalisation and process optimisations<br />

introduced in HR, which have<br />

improved the workflow without staff<br />

losing the <strong>ORS</strong> spirit.<br />


Fraser Moore<br />

On 1 September <strong>2022</strong>, <strong>ORS</strong> was<br />

acquired by the Serco Group, the<br />

international services provider for<br />

public contracting authorities with<br />

over 55,000 employees worldwide.<br />

Serco is active in five geographical<br />

regions across the sectors of defence,<br />

justice and immigration, transport,<br />

health and citizen services.<br />

As part of the Serco Group, <strong>ORS</strong><br />

offers migration services for governments<br />

and authorities in Europe.<br />

For more information about Serco,<br />

visit www.serco.com<br />

Since Fraser Moore took over responsibility<br />

for integrating <strong>ORS</strong> into Serco<br />

structures at the end of <strong>2022</strong>, he has<br />

been regularly travelling between<br />

London, Zurich and Brussels, which<br />

requires a well-organised schedule and<br />

a large amount of flexibility. This<br />

makes him all the more grateful for the<br />

support he receives from his contacts<br />

at <strong>ORS</strong> and Serco and, most importantly,<br />

his family.<br />

Fraser knows all too well what it means<br />

to reach his own professional limits.<br />

The construction company that he<br />

managed in the early 2000s had to close<br />

due to financial difficulties during the<br />

global financial crisis. “At the time, it<br />

felt like a professional failure, but it<br />

was an important experience and made<br />

me the person that I am today. Today,<br />

I know to appreciate it when colleagues<br />

go the extra mile.”<br />

Fraser has been working for Serco, an<br />

international service provider for<br />

governments, for 10 years. In his current<br />

position as Director of Integration, he<br />

is responsible for bringing both companies<br />

together and enabling them to<br />


combine their strengths. It is no easy<br />

task: “<strong>ORS</strong> was an independent company<br />

throughout its 30-year history.<br />

Belonging to a global service company<br />

that exclusively works for governments<br />

is extremely advantageous for <strong>ORS</strong> and<br />

its customers. However, it inevitably<br />

takes time to adapt.”<br />

”<br />

At <strong>ORS</strong>, I can feel the desire<br />

to make a sustainable contribution<br />

to society using the<br />

strengths at hand.<br />

”<br />

At the same time, he notes that part of<br />

his job involves helping the <strong>ORS</strong> team<br />

to orientate itself in the Serco world.<br />

His recipe for a successful integration<br />

is: develop mutual understanding,<br />

agree on joint goals and identify the<br />

path to achieving them.<br />

these experiences in the migration<br />

sector with other public contracting<br />

bodies in countries where <strong>ORS</strong> already<br />

operates and beyond. “A successful<br />

service company is dependent on its<br />

staff’s commitment. At <strong>ORS</strong>, I met so<br />

many committed colleagues who<br />

managed to focus on providing highquality<br />

support even in one of the<br />

largest refugee crises. I’m confident<br />

that the high quality standards will<br />

create opportunities to position <strong>ORS</strong><br />

successfully, now as a part of Serco.”<br />

For Fraser, watching <strong>ORS</strong>’ work from<br />

close by was an informative experience<br />

and he was impressed by the skills<br />

demonstrated in the field of refugee<br />

and asylum seeker accommodation and<br />

professional support. He believes that<br />

there is enormous potential to share<br />


A N N U A L<br />

Review and outlook<br />

The financial report reflects the migration<br />

developments in the countries<br />

where <strong>ORS</strong> operates. Because of the<br />

changed ownership and requirements<br />

for listed companies, <strong>ORS</strong>, as part of<br />

the Serco Company, is not providing<br />

detailed information. Instead, we refer<br />

you to Serco’s annual report.<br />

In Europe, asylum applications rose<br />

around 55% in <strong>2022</strong> compared to the<br />

previous year.<br />

According to the State Secretariat for<br />

Migration (SEM) in Switzerland, the<br />

main reasons for the increase in migration<br />

are:<br />

■ Easier ability to travel since coronavirus<br />

restrictions were lifted.<br />

■ Weakened economies in the traditional<br />

countries of origin and transit<br />

countries of asylum seekers, combined<br />

with rising energy and living costs as<br />

a result of the war in Ukraine.<br />

■ Increased repatriation pressure in<br />

Turkey on 3.5 million Syrian refugees<br />

and 200,000 to 300,000 refugees from<br />

Afghanistan. Since summer <strong>2022</strong>, this<br />

has been causing a significant increase<br />

in applications in Europe.<br />

■ Liberal visa conditions in some countries<br />

is facilitating entry to Europe.<br />


R E S U L T S<br />

Switzerland<br />

In <strong>2022</strong>, around 24,500 asylum applications<br />

were submitted in Switzerland,<br />

which is an increase of a solid 64%<br />

compared to the previous year. As a<br />

result of the inflow of people from<br />

Ukraine seeking safety, who have left<br />

their homeland because of the war, the<br />

Federal Council activated Protection<br />

Status S on 12 March <strong>2022</strong>. This<br />

quickly gave the refugees a right to<br />

stay without having to go through the<br />

ordinary asylum process. By the end<br />

of <strong>2022</strong>, 74,959 people seeking safety<br />

had applied for Status S.<br />

At the beginning of November <strong>2022</strong>, the<br />

Federal Council decided not to stop the<br />

Protection Status S for people from<br />

Ukraine seeking safety before 4 March<br />

2024, so long as the situation in Ukraine<br />

has not fundamentally changed before<br />

then. The increase in asylum applications<br />

led to higher overnight accommodation<br />

figures and, accordingly, to a<br />

higher turnover than in the previous<br />

year. In the reporting year, the support<br />

mandate in the federal asylum centres<br />

was the area that produced the highest<br />

turnover in Switzerland, closely followed<br />

by the mandate in the canton<br />

of Fribourg. This can be attributed to<br />

the fact that this mandate was most<br />

heavily affected by the increase in those<br />

seeking asylum and people with Status S.<br />

Germany<br />

In <strong>2022</strong>, the number of initial asylum<br />

applications rose 47% compared to<br />

the previous year, leading to an increasing<br />

need for support options.<br />

This resulted in an improved utilisation<br />

of capacity at the centres.<br />

Furthermore, the number of mandates<br />

taken over increased from 12 to<br />

17, which mainly relates to mandates<br />

won in North Rhine-Westphalia and<br />

Rhineland-Palatinate. In addition, a<br />

mandate for supporting people with<br />

Status S was negotiated in Baden-<br />

Württemberg.<br />

The business performance in <strong>2022</strong><br />

improved accordingly and turnover<br />

rose by around 41%.<br />

Italy<br />

<strong>ORS</strong> Italia S.r.l. was able to win further<br />

mandates over the past year. After many<br />

tendering processes in 2021 being<br />

delayed by both a change of government<br />

and the ongoing pandemic<br />

situation, we were once again able to<br />

implement our growth strategy in the<br />

reporting year.<br />


A N N U A L<br />

Austria<br />

Asylum applications in Austria rose<br />

significantly last year and were up<br />

around 229% on the previous year. At<br />

the beginning of the reporting year,<br />

a mandate for supported living in the<br />

federal state of Lower Austria was<br />

added. Furthermore, it was possible<br />

to open two facilities for supporting<br />

Ukrainian refugees in the federal state<br />

of Vorarlberg. Overall, this led to<br />

higher overnight accommodation<br />

figures and, accordingly, to a higher<br />

turnover than in the previous year.<br />

<strong>ORS</strong> has been part of the Serco Group PLC<br />

since September <strong>2022</strong>. The global service<br />

company offers outsourcing solutions to the<br />

public sector and is listed on the London<br />

Stock Exchange.<br />


R E S U L T S<br />

Turnover per country (in thousands of CHF) 2021 <strong>2022</strong><br />

Switzerland 79,702 124,660<br />

Austria 723 2,712<br />

Germany 27,471 38,583<br />

Italy 2,319 7,571<br />

Total 110,215 173,526<br />

The members of the group management are responsible for all business activities<br />

at the <strong>ORS</strong> Group. They are supported by managing directors in the countries in<br />

which <strong>ORS</strong> operates.<br />

Jürg Rötheli<br />

CEO <strong>ORS</strong> Group<br />

Claude Gumy<br />

Managing Director <strong>ORS</strong> Switzerland<br />

Carolin Wälz<br />

Managing Director <strong>ORS</strong> Germany<br />

She is being replaced by Martin Furrer on 1 May 2023.<br />

Maurizio Reppucci<br />

Managing Director <strong>ORS</strong> Italy<br />

Jochen Wenderoth<br />

Head of Human Resources & Managing Director Austria<br />

Martin Nyfeler<br />

CFO <strong>ORS</strong> Group<br />

He is being replaced by Beatrice Greger and Vuk Popovic on 1 April 2023.<br />

Lutz Hahn<br />

Head of Corporate Communications & Public Affairs<br />

As of: 31 December <strong>2022</strong><br />


A D V I S O R<br />

Erwin Jutzet<br />

Former member of the cantonal<br />

government of Fribourg, Department<br />

of Security and Justice and the<br />

National Council (CH)<br />

I am a social democrat and proud of it. I<br />

worked in politics for 35 years (14 years<br />

in the Grand Council of Fribourg, 11<br />

years in the National Council and 10<br />

years in the Fribourg State Council).<br />

As a social democrat, I try to adopt the<br />

position of the most disadvantaged in<br />

society at any given time. Can you<br />

advise a private service company as a<br />

left-wing socialist? In my opinion, I can.<br />

It is not reprehensible if the focus is on<br />

the well-being of the people being supported<br />

and responsible management<br />

of public resources. I am often asked<br />

how someone can earn money on the<br />

back of the poorest in society? I asked<br />

myself the same question when I was<br />

asked to work on the Advisory Board<br />

at the end of my active political career.<br />

Rather than do-gooders, support work<br />

requires professionalism and flexibility.<br />

Neither the state nor self-proclaimed<br />

experts can provide this using ‘feel good’<br />

concepts. Of course, the state could<br />

manage its own refugee accommodation.<br />

For a number of reasons (e.g.<br />

civil service status, costs, flexibility),<br />

however, the authorities in charge<br />

in Switzerland, Germany, Austria<br />

and Italy have decided to outsource<br />

asylum seeker and refugee accommodation,<br />

support and integration.<br />

They are better placed concentrating<br />

on checking asylum procedures and<br />

implementing legal enforcement<br />

action after a positive or negative<br />

decision has been made.<br />

When outsourcing, the authorities have<br />

to tender the services publicly. Lo and<br />

behold: <strong>ORS</strong> very often wins the tender,<br />

because the bids help to save the<br />

taxpayer’s money and, most importantly,<br />

because it is recognised that <strong>ORS</strong> is<br />

reliable. Public bodies are delighted<br />

that they can rely on the long-standing,<br />

international experience and availability<br />

of a private service provider,<br />

especially in the current refugee crisis,<br />

which is seeing ever more people seeking<br />

safety in Western Europe as a result of<br />

global political turmoil. In Fribourg,<br />

the Swiss canton I call home, <strong>ORS</strong> has<br />

full responsibility for supporting and<br />

integrating those fleeing from Ukraine.<br />


Y B O A R D<br />

Let’s take the Guglera federal asylum<br />

centre as an example. As the State<br />

Council President, I stood up for the<br />

site against many opponents of asylum,<br />

some of whom were ringing cowbells,<br />

in as early as 2015, as part of a town hall<br />

meeting in a fully packed hall. Today,<br />

neighbours tell me that their previous<br />

fears that asylum seekers would only<br />

bring trouble did not materialise. Even<br />

back then, I stood up for the most disadvantaged<br />

in society, in this case for<br />

asylum seekers.<br />

For almost seven years, I have been a<br />

member of the <strong>ORS</strong> Advisory Board.<br />

Here, I continue to speak for the most<br />

disadvantaged and assert my standpoints<br />

as a social democrat. That is<br />

appreciated because it is about people,<br />

not political opinions.<br />

Our Advisory Board is a professional<br />

body that advises <strong>ORS</strong> on current<br />

and future migration issues. It<br />

recommends approaches for implementing<br />

the strategy and developing<br />

the business. It is composed of<br />

prominent political figures, entrepreneurs<br />

and migration experts from the<br />

DACH region. Alongside the canton<br />

of Fribourg’s former state councillor<br />

Erwin Jutzet, the members include:<br />

President Ruth Metzler-Arnold<br />

Former Federal Councillor (CH), Minister of<br />

Justice and Police, President Switzerland Global<br />

Enterprise, member of several boards of directors,<br />

HSG university councillor (CH)<br />

Rita Fuhrer<br />

Former member of the cantonal government<br />

of Zurich, Department of Social Affairs and<br />

Security (CH) and former Minister of Economic<br />

Affairs (CH)<br />

Thomas Bäumer<br />

CEO of Colosseum Dental Germany, former CEO<br />

Adecco Germany and Austria, committee member<br />

of the Confederation of German Employers’<br />

Associations (BDA, DE)<br />

Dr Michael Spindelegger<br />

Former Vice-Chancellor and Foreign Minister of<br />

Austria (AT), General Director of the International<br />

Centre for Migration Policy Development<br />

(ICMPD)<br />

Dr h. c. Fritz Schramma<br />

Former Lord Mayor of the City of Cologne and<br />

President of the German Association of Towns and<br />

Municipalities<br />


OUR<br />


Staff training is very important to<br />

us. It enables us to ensure that we<br />

can maintain high quality standards<br />

when performing services. As well<br />

as obligatory starter courses and<br />

management courses, there is a wide<br />

range of specialist courses to choose<br />

from. In <strong>2022</strong>, 80 courses took place<br />

in person and as webinars with an<br />

average of 15 participants. In 2023, our<br />

People Development department will<br />

continue to offer an exciting training<br />

programme. Many of the courses are<br />

also available to third parties.

G L O S S A R Y<br />

Abbreviations – Switzerland<br />

NaBe – restructuring of asylum and refugee support in the canton of Bern<br />

BAZ – federal asylum centre<br />

RKZ / RZB – repatriation centre<br />

KU – collective accommodation<br />

SEM – State Secretariat for Migration<br />

GOPS – Protected underground operative site<br />

Cantons<br />

AG – canton of Aargau<br />

BE – canton of Bern<br />

BS – canton of Basel-Stadt<br />

FR – canton of Fribourg<br />

SO – canton of Solothurn<br />

TG – canton of Thurgau<br />

ZH – canton of Zurich<br />

Abbreviations – Germany<br />

BU – support centre<br />

LEA – regional reception facility<br />

ZUE – central refugee facility<br />

EA – reception facility<br />

AfA – reception facilities for asylum seekers<br />

GU – hostel<br />

German states<br />

BW – Baden-Württemberg<br />

NRW – North Rhine-Westphalia<br />

RP – Rhineland-Palatinate<br />

BE – Berlin<br />

Abbreviations – Austria<br />

BM.I – Federal Ministry of the Interior<br />

BBU – Federal Agency for Reception and Support Services<br />

ICMPD – International Centre for Migration Policy Development<br />

Abbreviations – Italy<br />

UNHCR – United Nations High Commissioner for Refugees<br />

CAS – reception centre<br />

CPR – repatriation centre

EU Liaison Office Brussels<br />





ITALY<br />

SPAIN<br />

GREECE<br />


I M P R I N T<br />

<strong>ORS</strong> Group<br />

<strong>ORS</strong> Group AG<br />

Röschibachstrasse 22<br />

CH-8037 Zurich<br />

T +41 (0)44 386 67 67<br />

info@ors.ch<br />

www.ors-group.org<br />

Switzerland<br />

<strong>ORS</strong> Service AG<br />

Röschibachstrasse 22<br />

CH-8037 Zurich<br />

T +41 (0)44 386 67 67<br />

info@ors.ch<br />

www.ors-schweiz.ch<br />

Germany<br />

<strong>ORS</strong> Deutschland GmbH<br />

Güterhallenstrasse 4<br />

D-79106 Freiburg i.Br.<br />

T +49 (0)761 769 931 20<br />

info@orsdeutschland.de<br />

www.ors-deutschland.de<br />

Italy<br />

<strong>ORS</strong> Italia S. r. l.<br />

Piazza Annibaliano 18<br />

I-00198 Rome<br />

info@ors-italia.com<br />

www.ors-italia.com<br />

Austria<br />

<strong>ORS</strong> Service GmbH<br />

Leopold-Ungar-Platz 2<br />

AT-1190 Vienna<br />

T +43 1 253 621 6081<br />

info@orsservice.at<br />

www.ors-austria.at<br />

Spain<br />

<strong>ORS</strong> España<br />

Servicios Sociales S.L.<br />

Avenida Felipe II, 17<br />

1° oficina 1<br />

ES-28009 Madrid<br />

www.ors-espana.es<br />

Greece<br />

<strong>ORS</strong> Greece<br />

Monoprosopi A.E.<br />

280 Kifisias Avenue<br />

GR-15232 Chalandri<br />

EU Liaison Office Brussels/Serco<br />

<strong>ORS</strong> Group<br />

c/o Serco Europe<br />

Waversesteenweg 1945<br />

BE-1160 Oudergem<br />

T+32 2 892 322 00<br />

www.serco.com/eu<br />

Imprint<br />

Publisher<br />

<strong>ORS</strong> Group AG, Zurich<br />

June 2023<br />

© <strong>ORS</strong> Group AG, Zurich<br />

Concept and design<br />

Ellinor Amini & Stefan Michel<br />

Layout and graphics<br />

<strong>ORS</strong> Deutschland GmbH<br />

Editor<br />

Lutz Hahn, Head of Communications,<br />

Public Affairs & Marketing<br />

<strong>ORS</strong> Group AG<br />


66<br />





www.ors-group.org<br />


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