INTERNATIONAL CENTRE QUEEN’S UNIVERSITY

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/].