Unsung Heroes

The faces behind Sigma’s Alerts Center

Unsung Heroes

The faces behind Sigma’s Alerts Center

Knowing that the person on the other end of the phone is going through an extremely difficult time, perhaps the worst of their lives, could send many into a panic. But not our friends at Sigma’s Alerts Central.

If there is a place where resilience is harnessed every day, it’s here. Within its walls, in real time and since 2011, all the crises or risks against the company’s people, reputation, assets or environment are followed through.

A crew of 12 people monitors (24 hours a day, 365 days a year) the road’s conditions; they receive calls from collaborators who have suffered robberies or mishaps; analyze the dangers in the areas where the routes transit; the social movements that could occur where Sigma has a presence and could affect its operation; and even the weather.

Every day they make more than 400 calls to all of Mexico and sites in Latin America.

At the Alerts Central, they know that the key is in prevention and not reaction. If they can anticipate catastrophes, the chances of a positive outcome are greater. That’s why they train committees in all of Sigma’s sites on what to do during a crisis. Nationwide, there are 37 employees at the Alerts Central and 610 security officers who take action when necessary.

September 19, 2017 is not a day that they’ll easily forget. The earthquake with an epicenter in Morelos devastated parts of Mexico City, Morelos, Puebla, Estado de Mexico, and Guerrero. And the members of the Alerts Central lived it firsthand. For 84 continuous hours, they answered almost 10,000 WhatsApp messages, made 650 calls and answered a number they can’t even measure. The amount of information that flowed was such that there was neither time nor energy to panic.

The priority was to locate employees and their units, remove them from risky areas and make absolutely sure they were not in danger. All of this while trying to confirm the information they received from dozens of different sources and communicating the findings to the committees.

Under such pressure, it’s impossible to process the magnitude of what one sees. But even so, the team managed to focus on what was important, to withstand the pressure and help those who needed it.

What can we do to protect our employees? This is the question that they constantly seek to answer in the Alerts Central. With each crisis, they come closer to the answer because they learn from everything. Even of those moments that could break their will, they return wiser and stronger.

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