critical incident protocol for study abroad students - oaie 2000
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INTERNATIONAL CENTREQUEEN’S UNIVERSITY
CRITICAL INCIDENT PROTOCOL FOR STUDY
ABROAD STUDENTS
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY
Background
• Research on US environment– crisis situations increasing
• “Risk and Responsibility” CBIE paper• Questions about effectiveness of waiver
if crisis strikes• Death of a faculty member• “What if …?” questions posed
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY
Definitions
• Crisis Management Plan• Emergency Support Program• Critical Incident/Emergency Protocol
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY
“The Worst of Times”
The University of Florida Story
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY
Crisis Management Plan
A broad response plan for managing a crisis affecting the life of the institution– Planning team– Analyzing risks and capabilities to respond– Delivering the plan– Operationalizing the plan
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY
Emergency Support Program
A program in place to address study abroad emergencies– Emergency Protocol– Emergency Card– 24-hour Emergency Telephone Hotline– Orientation Briefings– Acknowledgement of Informed Consent– Emergency Contact Database– Emergency Evacuation Plan for Groups
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY
Critical Incident Protocol
• Identified process for initiating an institutional response to a crisis
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY
Do We Need a Protocol?
• Increased risk due to rising numbers• Helps to raise institutional awareness• Support students with quality service• Introduces an opportunity for
partnership with students
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY
Emergency Protocol Principles
• Quality support for students• Rapid response 24-hours per day• Effective, clear and accurate
communication• Enhancement of health and safety• Management of risk
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY
Institutional Environment
• Buy-in Institution-wide• Build on domestic crisis protocol• Link to other protocols• Identify resources
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY
Protocol Elements
• Definition of ‘Emergency’• Identify Action Centre• Appoint Emergency Management Team• Outline Protocol• Obtain Institutional Ratification• Appoint Coordinator• Confirm Departmental Support• Link to other Emergency Support
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY
Definition - ‘Emergency’
• Tragic death of a student – accident, suicide
• Accident or serious illness – car accident
• Traumatic event – sexual assault, hostage taking, natural
calamity• Early Warning or Perceived Emergency
– cultural maladjustment
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY
Action Centre
• Security Services• Police• Dean’s Office• International Centre
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY
Emergency Management Team
• Coordinator– IC Director, EAA, Study Abroad Officer
• Link to Senior Administration– Dean, VP, Head of Unit
• Program Contact– Program Coordinator, Dept. Head, Faculty
• Resource People– Legal Counsel, Counsellor, Chaplain,
Security
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY
Emergency Management Team
Activities• advising office involved• ensure support services in place
– students, friends and families• redirecting media relations• conduct de-briefing of members of staff • evaluate and report
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY
Protocol Outlined
• Call to Security• Contact Coordinator• Assemble EMC• Crisis Report• Confirm Status• Decision• Action
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY
Institutional Ratification
• Cooperation• Release of Resources• Recognition• Documentation• Authority
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY
Appoint Coordinator
• Study Abroad Connection• Student Services Involvement• Senior Management• High Level of Availability• Well-Connected• Ability to Leverage Resources
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY
Confirm Departmental Support
• Visits to all Study Abroad Programs• Visits to key Department Heads• Visits to VPs• Involvement on Committees• Publicity• Presentations
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY
Link to Other Emergency Support• Dept of Environmental Health and Safety
– Safety in Field Research Policy• Advisory Committee on Security• Crisis Management Planning Committee• Human Resources - Workplace Violence
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY
Expected Outcomes
• 24 hour Support for Families and Students
• Risk managed• Quality Service Available• Student Awareness Increased • Students Accept Risks and
Responsibilities as Partners
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY
Unexpected Outcomes
• Heightened Awareness of Study Abroad Risks • Heightened Awareness of IC on campus• Heightened Awareness across campus of the
need for high quality support services• Increased Resources Allocated• Triggered Review of Health Insurance
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY
Implications for Service Unit
• Briefings required for Departments• Program Contact Training• Emergency Support Program • Internal Administrative Systems
– phone list, information flow chart, logistics• Impact Resources - Pre-Departure Orientation
– Forms (Waiver, Emergency Contact, Health Insurance, Release of Information)
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY
Conclusions
• Create a protocol appropriate for your needs• Make the protocol known on campus• Identify and pursue the required resources• Use the protocol to enhance your network • Be prepared for an increased workload• Team up with other units
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY
Resources
• Burak, Patricia A. Crisis Management In A Cross Cultural Setting. NAFSA.. Washington: 1995.
• Council for Advancement and Support of Education (CASE). The Worst of Times: The University of Florida Story. "When Crisis Strikes on Campus". 24 minutes. CASE Resources, Suite 400, 11 Dupont Circle, Washington, D.C. 20036-1261, USA . 1994
• Hill, Deborah J. Crisis, Emergencies and The Study Abroad Program. Renaissance Publications. Worthington: 1989.
• Larson, Wendy A. (Ed.). When Crisis Strikes On Campus. Council For Advancement And Support Of Education, CASE Resources. Washington: 1994.
• USC Center For Global Education. SAFETI Clearinghouse. 1999. [http://www.usc.edu/dept/education/globaled/safeti/].
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