Crisis Management: Role of the CSAO 2014 Alice Manicur Symposium NASPA Julie M. Wong University of South Florida St. Petersburg

Zenobia Lawrence Hikes August 17, 1955 – October 27, 2008 Virginia Tech Vice President Student Affairs

What is a Crisis? Requires Immediate University attention and action

Components Immediate Care of Students Impact on campus community Instant communication with media & social media Communication with President, Trustees, and campus Legal Issues (State Law, Code of Conduct, FERPA) Follow Up

Prior to a Crisis A little BIT of this and a little bit of TAT Data Management Case Manager Relationships with Sr. Staff Hire Loyal Staff CAPS – Counseling Staff

Words of Wisdom Enough is Enough 2010 Early Warning Systems Planning and Preparation Student Affairs Crisis Response Team Pre-established communication messages Public Relations Plans Immediate Response (First 24 Hours) Open Communication Campus Resources

Leadership During a Crisis Communication Clear Decision-making Caring for others Follow-up/Documentation

Communication Incident Occurs Police Responds University and President Notified Vice President of Communications Notified General Counsel Notified Cabinet discusses plan of action Communication with all agencies before media notification and spokesperson is authorized to speak on behalf of the university

Legal Issues Which law enforcement has jurisdiction over your campus State Reporting Laws FERPA Cleary Act Code of Conduct Civil Rights ADA HIPPA

Follow-up Campus Community / External and Internal Students(s) Memorial Service (if applicable) On-going Issues Review of Infrastructure

University Administrators will be judged on 3 things: 1. What systems campus officials had put in place to manage the crisis 2. The immediate response from university officials during the crisis 3. Follow-up after the Crisis

4 Basic Questions 1. What did you know? 2. When did you know it? 3. What did you do about it? 4. What are you going to do to ensure that it never happens again?

UCF – Case Study Tower Shooting Incident – March 18, 2013 Early Morning Subject died – gunshot wound to head 100 Rounds of ammunition, assault weapon, explosives, to-do list President – After Action Review State University System (SUS) Crisis Management Conference July 9-10, 2013

UCF Case Continued Fall 2012: Subject withdrew from 2 classes dropping from 10 to 3 credits and did not seek written approval to stay in residence Subject did not enroll in Spring 2013 semester Subject made $250 deposit for contract but never made additional payments. Late fees assessed.

Lessons Learned UCF Speed of first responders Relationship with partner law enforcement Emergency Management Command Post: Recent purchase of Mobile Command Post Basic Care\shelter – Student Union and Arena, 80 displaced. Counselors

UCF Communications March 18 – 1.3 million messages via texts, s, & UCF Alert System 21 Tweets 25 Updates to Home Page Multiple Interviews with Media to UCF Community March 18 th from President Complete Transparency: Media-5 hours after incident, DropBox – 100’s of public records

Leadership 5am, 10 am, 3pm – March 18 Reports to Board of Governors and Board of Trustees CAPS Support-Door to Door, Therapy Dog Housing & Res Life – Call center

UCF Concerns How was student not enrolled living on campus? How was a student who had not paid rent living on campus? What are policies for room inspections?

UCF Lessons Learned Lack of formally assigned listing of “essential personnel” Lack of standardized university wide key access Difficulty in determining who is present at evacuation Do critical UCF Departments have adequate staffing? Website became intermittently unavailable for 90 min. mid-day

Opportunity Organized Resourceful Dedicated Team Oriented Execution Leadership Quick\Nimble Compassion Care

References Brian Hemphill, Brandi LaBanc, Enough is Enough. Sterling, Virginia: Stylus, 2010 Lucinda Roy, No Right to Remain Silent. New York: Three Rivers Press, 2009 Laurence Barton, Crisis Leadership Now. New York: McGraw-Hill, 2008 UCF After-Action Review – Tower #1 Shooting Incident March 18, 2013 Final Report

“ Enough is Enough ” http// Dr. Zenobia Lawrence Hikes August 17, 1955 – October 27, 2008