2. Guide to EP Case Management

3. Agenda 1. Goals of Case Management 2. Prevention 3. The 4 Levels of Case Management 4. How to Respond to a Complaint (Local Level) 5. Bringing a Case to the NCB 6. After the Case

4. 1. Goals of Case Management

5. Goals of Case Mgmt. Ensuring that your EP continues with their exchangeDetractor prevention & Conversion to Promoter Turn an issue into a positive experience. Successful case management will improve an EP’s trust in AIESEC Ensuring XPP CompliancePost-Case Self Review After the case, review your own processes to ensure better preparation and overall XPP compliance

6. 2. Prevention

7. Expectation Setting Ensure that your EP has been educated on the XPP and the case management process Inform your EP of typical problems and how they can be solved (e.g., JD Misalignment, illness) Remind EPs that workplace culture and quality of accommodations vary from place to place. Ensure that they have read the reception wiki for their hosting entity.

8. Check Ins Checking in on your EPs is not only useful, it’s REQUIRED!

9. Check Ins To ensure that they have arrived safely in the new country and were received at the airport To ensure that their JD matches what they signed up for (2-3 days after start date) Key Check-In Points To check in on their cultural integration To check in on their emotional state (especially homesickness) To ensure that they are getting a full experience! (e.g., social integration with the hosting LC, exploring) Continue to check in on your EPs at least once per week:

10. 3. Levels of Case Management

11. 4 Levels of Case Mgmt. 1.Internal 2. Local 3. National 4. ICB Level 1: The EP should try to resolve the issue with their hosting entity on their own If Level 1 has been tried and failed then move to Level 2: Local Level Level 2: The EP contacts their sending entity to assist with the case. The sending entity’s EP manager, VP, and/or LCP should be involved. If Level 2 has been tried and failed then move to Level 3: National Level Level 3: The Sending Entity contacts the NCB/MC to assist with the case. If two weeks have passed at Level 3, then consult with the NCB/MC about taking the case to the Internal Control Board (AI). Level 4: The Sending Country prepares a case application. The case is reviewed by the ICB and any decision made by the ICB must be followed.

12. 4. How to Respond to an EP Complaint (Local Level)

13. Steps of Case Mgmt. Calm the EP down. This is pivotal to make sure they do not leave the country or break realization without due cause. They may be very upset about their issues. Their emotions may be heightened by the experience of culture shock (e.g., isolation, homesickness, fatigue).

14. Steps of Case Mgmt. Get the full story from your EP. Take extensive notes. Schedule a Skype meeting, if possible. It may be beneficial to speak with your EP face-to-face.

15. Steps of Case Mgmt. Identify which XPP clause has been violated and the appropriate compensatory action. Examples: IssueXPP ClauseCompensatory Action JD Misalignment4.6.1.GNew TN must be provided (XPP: 6.2.3) EP did not receive necessary documents for visa application and could not go on exchange 4.6.1.ARefund (XPP: 6.2.2)

16. Steps of Case Mgmt. Get documentation that proves the EP’s case. The more documentation you have, the better likelihood that you will achieve a solution. Examples: IssueDocumentation Needed JD MisalignmentOriginal JD & New JD. If the EP does not have an official new JD, take a statement from them that describes their actual work. AccommodationsPhotographs of the accommodations that highlight which quality minimums of the reception wiki are not being met **If there is no documentation available, have your EP provide a written statement describing the violation

17. Steps of Case Mgmt. Set expectations for the case management process. Inform the EP of the process and how long it may take for the issue to be resolved. Inform the EP that our method of case solving revolves around negotiation and mediation. Immediate actions are unlikely. Recommend an approximate timeline of two weeks. In the event that compensation is requested, this may take significantly longer. If a case must be taken to the ICB, the entire case management process may take up to three months.

18. Steps of Case Mgmt. Draft the report. The report should include: Listing of each XPP violation Documentation for each XPP violation Requested action step If reimbursements are requested (e.g., airfare, visa application fees), provide receipts

19. Steps of Case Mgmt. IntroductionClaim 1: Clearly describe the violation and explicitly reference the XPP clause in question Provide EP statements, documentation State your requested action step Claim 2Claim 3Receipts for Reimbursement RequestConclusion/Case Summary Recommended Report Outline:

20. Example Report Intro

21. Steps of Case Mgmt. Make Contact When contacting an LC, be sure to include your EP’s TN Manager and the hosting entity’s VPICX/VPiGCDP/VPiGIP and LCP If reimbursements are being requested, you may want to include the LC VPF as well You may need to schedule a Skype meeting between you, your EP, and the hosting entity

22. Steps of Case Mgmt. Negotiation IssueDocumentation Needed JD MisalignmentOriginal JD & New JD. If the EP does not have an official new JD, take a statement from them that describes their actual work. AccommodationsPhotographs of the accommodations that highlight which quality minimums of the reception wiki are not being met

23. Steps of Case Mgmt. If you cannot solve the issue, you may bring the case to the National Control Board.

24. 5. Bringing a Case to the NCB

25. National Control Board To bring a case to the NCB, fill out the following webform: Link: http://bit.ly/USExchangeFeedbackhttp://bit.ly/USExchangeFeedback Provide as much information and documentation as possible. A member of the NCB will ask for more information, including documentation The NCB, as a representative of the MC, will bring the complaint to the hosting entity (and their MC, if necessary) If two weeks pass and the case has not been resolved, the case may then be brought to the Internal Control Board (AI). To do this, consult with the NCB to prepare the Official ICB Case Application form.

26. 6. After the Case

27. After the Case Check In on your EP to ensure that the issue has been resolved Promote EP Self-Advocacy – encourage your EP to advocate for themselves if any further issues arise. This is particularly important for long term exchanges

28. After the Case Process Review See what the case reveals about your own LC’s process and what could be made better Ex: setting better expectations, requesting photographic proof of accommodation quality before commencing with the exchange

29. For more info, please contact: Adriana Villar A. MCVP oGIP adrianav@aiesecus.org Rachel Movius MCVP oGCDP rachelm@aiesecus.org National Control Board, Chair nationalcontrolboard@aiesecus.org Happy Fox aiesecus.happyfox.com/home

30. Additional Resources: AIESEC Exchange Program Policies ECB Guide