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					INTERNATIONAL CENTRE
QUEEN’S UNIVERSITY




     CRITICAL INCIDENT
   PROTOCOL FOR STUDY
    ABROAD STUDENTS
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
Definitions

• Crisis Management Plan
• Emergency Support Program
• Critical Incident/Emergency Protocol




           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
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
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
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
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
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
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
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
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
    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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