1. INTERNATIONAL CENTRE QUEEN’S UNIVERSITY
CRITICAL INCIDENT PROTOCOL FOR STUDY ABROAD STUDENTS

2. 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

3. INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY
Definitions
Crisis Management Plan
Emergency Support Program
Critical Incident/Emergency Protocol
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY

4. INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY
“The Worst of Times”
The University of Florida Story
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY

5. 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

6. 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

7. Critical Incident Protocol
Identified process for initiating an institutional response to a crisis
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY

8. 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

9. 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

10. Institutional Environment
Buy-in Institution-wide
Build on domestic crisis protocol
Link to other protocols
Identify resources
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY

11. 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

12. 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

13. INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY
Action Centre
Security Services
Police
Dean’s Office
International Centre
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY

14. 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

15. 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

16. 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

17. Institutional Ratification
Cooperation
Release of Resources
Recognition
Documentation
Authority
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY

18. 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

19. 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

20. 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

21. 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

22. 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

23. 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

24. 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

25. 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 , USA
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 [
INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY