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


Definitions

• Crisis Management Plan

• Emergency Support Program

• Critical Incident/Emergency Protocol


“The Worst of Times”

The University of Florida Story


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


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


Critical Incident Protocol

• Identified process for initiating an institutional response to a crisis


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


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


Institutional Environment

• Buy-in Institution-wide

• Build on domestic crisis protocol

• Link to other protocols

• Identify resources


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


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


Action Centre

• Security Services

• Police

• Dean’s Office

• International Centre


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


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


Protocol Outlined

• Call to Security• Contact Coordinator• Assemble EMC• Crisis Report• Confirm Status• Decision• Action


Institutional Ratification

• Cooperation

• Release of Resources

• Recognition

• Documentation

• Authority


Appoint Coordinator

• Study Abroad Connection

• Student Services Involvement

• Senior Management

• High Level of Availability

• Well-Connected

• Ability to Leverage Resources


Confirm Departmental Support

• Visits to all Study Abroad Programs

• Visits to key Department Heads

• Visits to VPs

• Involvement on Committees

• Publicity

• Presentations


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


Expected Outcomes

• 24 hour Support for Families and Students

• Risk managed

• Quality Service Available

• Student Awareness Increased

• Students Accept Risks and Responsibilities as Partners


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


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)


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


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/].

international centre queen’s university

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