INTERNATIONAL CENTRE QUEEN’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

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

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

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

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

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

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

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

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

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

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

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/]. INTERNATIONAL CENTRE, QUEEN’S UNIVERSITY