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CISV USA Crisis Protocol Handbook 2002 Traveling CISV USA Crisis Protocol Handbook 2002 CISV Crisis Management Protocol Traveling Leader Table of Contents Overview “What is a Crisis?” Roles of Crisis Team/Call Chains Travel Emergency Program Cancellation Notification Medical Emergency Psychological Emergency Suicide/Death Hostage/Kidnapping Communication External/Internal Emergency Equipment DOCUMENTATION Forms Outbound Leader Checklist Chapter Checklist CISV USA Crisis Protocol Handbook 2002 CISV Crisis Management Protocol Complete Table of Contents Overview “What is a Crisis?” Roles of Crisis Team/Call Chains (ht) Travel Emergency (ht) Program Cancellation Notification (ht) Medical Emergency (ht) Psychological Emergency (ht) Suicide/Death (ht) Excursion Incidents (h) Evacuation (h) Lock Down (h) Harassing Phone Calls (h) Hostage/Kidnapping (ht) Weapons (h) Communication External/Internal (ht) Emergency Equipment (ht) DOCUMENTATION Forms (ht) Outbound Leader Checklist Planner Checklist Staff Checklist Chapter Checklist CISV USA Crisis Protocol Handbook 2002 Overview What is a Crisis? A crisis can be any threat or event that creates chaos, and possible suffering. A crisis is generally an isolated incident that interrupts normal activity/camp life. This handbook has been assembled to assist you in managing crisis situations in a professional and responsible manner. This handbook should be reviewed prior to your program participation and used in the event of unusual crises and life threatening situations. CISV Crisis Protocol Page 1 Emergency Call Chain Program Staff/Leader Local Assistance Doctor, Hospitals, Police, Fire CHAPTER Embassies/Consulates Chapter President or Program Chair or Contact Person NATIONAL ASSOCIATION Program Chair or Risk Manager or President Sending NA/Chapter Int’l Program Chair Int’l Office/IEC Liaison Parents Home Chapter Name Phone Number Chapter President: Risk Manager: Program Chair: National Association President Risk Manager Village Chair Interchange Chair Summer Camp Chair Seminar Camp Chair IPP Chair Local Assistance Name Phone Number Doctor Dentist Psychologist Hospital Police Fire USA Embassy Consulate CISV USA Crisis Protocol Handbook 2002 Page 2 Local Chapter Crisis Team Program Planner: • coordinates communication between Chapter Crisis Team, Program Director and staff • assists director and Crisis Plan coordinator as necessary • work with Crisis Team to DOCUMENT and establish a written report of crises Crisis Plan Coordinator: • devises Crisis plan with input from the Chapter and program staff • identifies chapter members to serve on crisis team • notifies alternate site coordinator and volunteer coordinator and volunteer coordinator of crisis • makes periodic reports to chapter leadership and staff • supports work of the volunteer coordinator, the alternate site coordinator and the first aid coordinator Alternate Site Coordinator: • locates alternate program site • contacts food, transportation and first aide coordinators to assist in establishing living arrangements and alternate site necessities Volunteer Coordinator: • establishes call chain for chapter membership • contacts chapter members as needed Food Coordinator: • takes responsibility for establishing kitchen and food supplies at alternate site Transportation Coordinator • works in conjunction with volunteer coordinator to obtain necessary transportation for program participants Medical/First Aide Coordinator • establishes health care facilities at the alternate site Runners • provide temporary full time support for staff (Will probably need to be over 25 so they are able to drive people around.) Counseling Coordinator • arrange for any trauma counseling for program participants Media Relations Coordinator • assist program director in drafting statements for the media • assist director in distributing the statement • maintain a list of media contacts Chapter President • contacts National Office if requested by program director • contacts Media Relations Coordinator • assists Crisis Plan Coordinator as needed Chapter Risk Manager • contacts Counseling Coordinator • contacts Runners • assures that all reports get written and disseminated • serves as point of contact for insurance questions CISV USA Crisis Protocol Handbook 2002 Page 3 Travel Emergencies Leaders – Outbound/Inbound Carry with you: A credit card in your own name with at least $2500 credit available on it (or a combination of cards with that total amount.) At least $200 cash in emergency cash (in addition to delegates’ amounts) A 1000-minute prepaid phone card A list of all delegation members’ family phone numbers and e-mail addresses A list of USA Chapter representatives’ addresses and phone numbers A list of International representatives’ addresses and phone numbers A list of National Association contact numbers A list of who will be contacted and in what order (Make copies of all the above lists for delegation parents highlighting the National and International contacts along your travel routes) Snacks such as granola bars, dried fruit, cheese crackers, etc. - anything lightweight but nutritional. Ask your delegates to do the same. A deck of cards, books, pocket-sized games, journals, crossword puzzles, pencils - anything to entertain your delegates Make: A delegation plan for staying together in case there is a rapid evacuation of any destination site or airport Delegation/family contingency plans for dealing with several emergency travel situations DOs DO be ready to talk to your delegates about what has happened and listen to what they have to say. DO paraphrase their responses so they know you understand. DO help them occupy their time with games and appropriate activities DO encourage them to be quietly polite and keep a low profile. DO NOTs DO NOT park your delegates in front of a TV to watch a crisis over and over. DO NOT accept rides with strangers. Wait patiently for CISV assistance. CISV USA Crisis Protocol Handbook 2002 Page 4 Travel Emergencies Hosting Chapter/Program Planner Establish emergency call chain list within the local Chapter in case of national crisis Establish emergency e-mail list of all Chapter members Make Chapter members aware of arriving delegation travel dates and layover destinations. Notify Chapter members in neighboring Chapters of travel dates and layover destinations Distribute lists of CISV-USA Chapter representatives to local Chapter members in case they need to enlist the help of those near the situation Determine as a Chapter who will make the initial local contacts. Share cellular numbers as well as ground line numbers for each other. (Delegation leaders will be traveling with the names and numbers of all CISV-USA Chapter Trustees and Presidents.) Develop a list of Chapter volunteers who would be willing to drive to a closed airport to assist a stranded inbound or outbound delegation. Develop a list of Chapter volunteers who would be willing to assist a traveling delegation during an extended layover. Ask volunteers to wear CISV T-shirts or carry identifying signage Be ready to assist your own Chapter or any other Chapter in any way. We are one big CISV family. Let’s work together to keep everyone in it safe and healthy. Non-Hosting Chapters Establish emergency call chain list within the local Chapter in case of national crisis Establish emergency e-mail list of all Chapter members Develop a list of Chapter volunteers who would be willing to drive to a closed airport to assist a stranded delegation (from another USA or International Chapter) providing them with temporary shelter if necessary Develop a list of Chapter volunteers who would be willing to assist a traveling delegation during a layover. Ask volunteers to wear CISV T-shirts or carry identifying signage Be ready to assist your own Chapter or any other Chapter in any way. We are one big CISV family. Let’s work together to keep everyone in it safe and healthy. CISV USA Crisis Protocol Handbook 2002 Page 5 Emergency Program Cancellation Notification Follow this process if a Chapter feels it necessary to cancel a program within days of its beginning. The final cancellation decision will belong to CISV International. Chapter officials should: Notify the International Office and the National Association of the Chapter's desire. Notify the corresponding International Program Chair DOCUMENT reasons for cancellation and forward to CISV International and your National Association After reaching a decision together: Determine with International and National Offices who will take responsibility for notifying National Associations and individual participants CISV USA Crisis Protocol Handbook 2002 Page 6 Medical/Dental Emergency Prevention: On site the staff should have: 1. insurance and medical forms 2. emergency first aid kits 3. cell phone 4. walkie talkies (2 or 1 each) 5. emergency phone chain 6. daily log of medical care Severe Medical/Dental Intervention When it is necessary for a delegate or leader to be taken to the hospital or dentist for emergency care the staff and planner will need to do the following: 1. Call for Emergency Medical Attention 2. Director and Adult leader should accompany delegate at all times. 3. Director should take Emergency Information if child is taken for care 4. While at the hospital/dentist: Director 1. notifies planner 2. begins DOCUMENTATION 3. assures that medical insurance issues are covered 4. communicate with the rest of the staff as to status of the situation Maintaining Progam While the director and leader are away it will be necessary for the remaining staff to maintain the program. It is crucial that they keep an open line of communication with the director and with the leader group. The program day should remain as normal as possible. The staff will need to communicate with the Leader group as to what is happening and what they should communicate to their participants. If the director and leader remain off site for an extended amount of time it is important to keep a line of communication with the remaining staff and leaders. The staff should hold “briefings” with the leader group as necessary. Upon Returning to Program Site The director will need to notify the following and submit DOCUMENTATION of the event and subsequent actions: (This is a time when DOCUMENTATION should be listed as confidential.) •National Association •CISV International Office •International Program Chair •The parents of injured participants should be notified immediately. The director will need to make sure that insurance papers are filed and filled out. (See forms) The remaining staff should be working to maintain program activities. CISV USA Crisis Protocol Handbook 2002 Page 7 Psychological Emergency Extreme homesickness Emotional breakdown Trauma from natural disaster or terrorist acts Extreme Homesickness: Watch for signs some children may exhibit: Wordless and isolated Unable to establish rapport with other participants Sense of failure and depression Anger and in some cases, violence Inability to connect with leader Feeling of abandonment Encourage parents to send repeated messages expressing their confidence in their child and his/her ability to “do this” Stay in contact with the parents to report progress or lack of it Contact pre-arranged psychological consult for CISV program to assist in determining if treatment or return home will be required DOCUMENT conversations with troubled youth and leader as well as behaviors observed. Notify the planner, the Crisis Management Team Coordinator, the National Associations, the International Office, and the International Program Chair if it is determined by mental health professionals that the participant must be returned home Contact the parents to determine who will accompany the participant Emotional Breakdown: Contact pre-arranged psychological consult for CISV program for assessment DOCUMENT behaviors in a reporting style. Stick to what is observed and DO NOT offer any judgments or assessments Collect any written documentation from mental health professionals as well Confidentiality is a priority so be very thoughtful about communicating this crisis Notify the planner, the Crisis Management Team Coordinator, the National Associations, the International Office, and the International Program Chair if it is determined by mental health professionals that the participant must be returned home Obtain any necessary documentation from mental health professionals as to the ability of the participant to travel alone Explore the idea of housing the participant offsite if he/she has become agitated so that behavior is unpredictable around the children Follow steps for sending someone home as established in the Village Guide/ Summer Camp Guide/ Seminar Camp Guide/ Interchange Guide CISV USA Crisis Protocol Handbook 2002 Page 8 Trauma from Natural Disaster or Terrorist Attack Contact pre-arranged psychological consult for CISV program to assist with counseling DOCUMENT arrangements, sessions and content Collect any written documentation or assessment tools from mental health professionals Notify the planner, the Crisis Management Team Coordinator, the National Associations, the International Office, and the International Program Chair Continue counseling sessions as necessary CISV USA Crisis Protocol Handbook 2002 Page 9 Suicide At the beginning of the program collect all medication from program participants, even over-the-counter headache remedies Store them in a locked cabinet in the site clinic Discretely post emergency suicide prevention numbers by the staff office phone along with numbers for pre-arranged psychological consult for duration of CISV program. Keep the same list in the clinic and first aid bag. Watch for signs from participants (depression, sleeping too much or not at all, sense of hopelessness or helplessness, behavioral changes, withdrawal, self destructive behavior, suicidal threats, giving away possessions) DOCUMENT all contact, observations, and conversations with participant If possible, try to determine how many contributing factors may be present in the participant’s life (divorce, family member loss, peer pressure, competition and failure, hopelessness regarding a future) Involve pre-arranged psychological consult early (if the participant is a child, involve the delegation leader in these discussions) Ask pre-arranged consult to help find a mental health professional who speaks the participant’s language. Make sure the participant gets psychological help of some sort Stay with the participant at all times Listen to the participant and empathize Be honest about your own feelings Offer support DO NOT make judgments Establish trust Reassure the participant they are not alone Develop a plan that can be mutually worked out DO NOT swear yourself to secrecy If the participant is a child, involve the delegation leader in developing the plan CISV USA Crisis Protocol Handbook 2002 Page 10 Death Contact the proper local authorities Contact the local Chapter President and Planner Contact the participant’s family members listed on the health form Contact the National Associations involved and the International Office Contact the International Program Chair for the specific CISV program involved Complete documentation (See Forms Section for example) and make available to the local Chapter president, the National Associations, and the International Office Follow guidelines in Crisis Management Communication Section Develop internal and external communication plan with staff members Decide what information will be shared with leader group Decide what information will be shared with youth delegates Decide what information will be shared with local Chapter volunteers and program planning committee members Decide what information will be made available to local media if necessary CISV USA Crisis Protocol Handbook 2002 Page 11 HOSTAGE/KIDNAPPING GUIDELINES IF YOU BECOME HOSTAGE If at the Program Site: 1. Remain calm. Your example will be critical for all participants 2. Follow all instructions of your captor. 3. Inform captor of any special needs. 4. Be observant of all you see and hear. 5. Don’t argue with captors or other hostages. 6. Establish good eye contact, but don’t stare at captor. 7. Don’t turn your back on captors (unless told to do so). 8. If rescue is taking place, hit the floor and keep your head down – don’t make any fast moves and follow orders. 9. Although these guidelines offer not guarantee that all will turn out fine, they will definitely reduce the risk and dangers of being held hostage. 10. If you are able to get word to anyone not involved in the situation, alert them to what is happening and the seriousness of the situation. •If possible notify the program director ,and Chapter Crisis Management Team and Local officials if any one is missing or injured. •DOCUMENT ! Following the crisis: •Notify the Chapter Crisis Management Team, the National Association, and the International Office. •Work with the Chapter Crisis Management Team to make sure that all participants that require medical attention receive it. •Work with the Chapter Crisis Management Team to make sure that all participants that require counseling attention receive it. •Work with the Chapter Crisis Management Team to make sure that all participants parents that their child is safe and being cared for. CISV USA Crisis Protocol Handbook 2002 Page 12 Crisis Management Communication Checklist Communicate with hosting and visiting Chapters, National Associations and the International Office Communicate with International Chair of CISV program Maintain continuous documentation of event or crisis (See example in Forms section) Communicate with staff members Communicate with leader group Communicate with youth participating in the program Communicate with visiting Chapter members Communicate with news media, if necessary Divide staff responsibilities for crisis management Maintain peace education program throughout the crisis, if at all possible Once crisis is resolved, provide a process for closure for the leader group and youth participants Manage changes and adjustments following the crisis CISV USA Crisis Protocol Handbook 2002 Page 13 Internal Crisis Communication Within the program: Always decide as a staff what information will be shared and repeat only that information when approached later by individuals from the leader group or chapter Share appropriate information with leader group at regular intervals Praise the leader group for making sure the peace education program is not interrupted for the delegates Let the leader group know when they can expect the next briefing and then follow through at that time even if there is no new information If events transpire at a rate where an immediate update is required, quietly and individually let the leader group know when and where they are to meet the staff spokesperson out of sight of the youth participants. After consulting the rest of the staff, the staff spokesperson should decide with the leader group what information (if any) will be shared with the youth delegates. After the crisis is resolved the staff should provide an opportunity for closure for the leader group and the youth delegates Within the Hosting Chapter: Decide with the program planner who from the local Chapter’s Crisis Management Team will need to be involved in the crisis and to what level. Decide as a staff what information will be shared with Chapter volunteers visiting or working on the site Decide as a staff what consistent message needs to be delivered to Chapter volunteers who may be on site for various responsibilities CISV USA Crisis Protocol Handbook 2002 Page 14 External With the media: If a member of the media should call: DO NOT say “NO COMMENT” and hang up the phone. Do stay calm and treat the reporter with respect. Make arrangements for them to speak with the director. If the director is not available at that moment, get a number for the reporter and ask them what their deadline is. Make sure the director returns the reporter’s call prior to the deadline. Make a list of all the responsible steps being taken by the staff/director to ensure the safety, health, and spirit of the participants. The list can help the director stay on message when talking with the reporter. If a member of the media should come to the site unannounced: Stay calm and treat the reporter with respect Ask if he or she would like to speak with the director Guide the reporter to a place where he or she will not be tempted to engage in a conversation with some of the youth participants Ask him to wait there while you locate the director (Be cautious about using a walkie-talkie in front of the reporter to locate the director.) Find the director and tell him/her where the reporter is waiting Rejoin the reporter to let him know the director will be there shortly Provide the reporter with printed information about the program, a CISV USA poster brochure or perhaps a mission statement that might list the goals of the program specifically DO NOT offer any commentary that could be construed as negative or non- supportive of the program CISV USA Crisis Protocol Handbook 2002 Page 15 Emergency Equipment • emergency cell phone • walkie-talkies (one per staff member) •extra batteries • weather radio • am/fm radio • flashlights • first aide kit • emergency insurance information and forms (see forms section) • megaphone • markers (blue permanent) • blankets • bottled water (enough for 1 bottler per participant) • keys (best if you have 3 sets) CISV USA Crisis Protocol Handbook 2002 Page 16 DOCUMENTATION DOCUMENTATION is a critical piece in any incident no matter how small. It is CRUCIAL that there be DOCUMENTATION of any incidents that take place in a program. Good DOCUMENTATION allows all parties involved a clear unbiased understanding of what has happened, and will help in the future planning of CISV events and programs. DOCUMENTATION is necessary for future medical care that may be necessary resulting from an incident as well as DOCUMENTATION should begin within the first hour of the crisis or following the crisis. It may be necessary to keep a running log of what happened during an extended period of time. The sooner you begin writing the better and more accurate detail you will have. DOCUMENTATION should include the names of anyone involved in the situation. The events leading up to the situation, the actual situation and any residual problems following the situation. DOCUMENTS involving personal issues (medical or psychological) should be marked as confidential. It is critical that the DOCUMENTATION be an unbiased record of what happened. It should not be a “he said, she said” document. A sample report is in the forms section “Day to day” incidents need not be reported in this depth, however they should be noted to and commented upon in the program report that is turned in following the program. The following people will need to receive phone calls alerting them to the crisis and a written report following the crisis: •program planner •Chapter President of Hosting Chapter •National Office (National President and National Program Chair) •International Office •International Program Chair •National Association(s) of involved participants The Chapter President should put a copy of the crisis report in the chapter’s records, where it should remain for at least 10 years. (This allows you to hold on to DOCUMENTATION regarding a villager until they are 21 years of age.) CISV USA Crisis Protocol Handbook 2002 Page 17 Day to day incident report Date: June 29 (day 5 of Village) Time:2:30am Location: Village site Participants Involved: Carrie (staff), Mary (staff/director) When going to bed Carrie heard a loud crash just outside the adult leader’s bedroom. Carrie looked out the window and saw a car driving off. She then found Mary and they went out to investigate what had happened. It was evident that a car had crashed into a fence around the Village site. Mary made a call immediately to 911 to report what had happened. Another staff member was contacted as to what was happening and was asked to keep any others awake indoors. Upon arrival of the police Carrie and Mary reported all that they. They took the police officers name and incident report number. In the morning the owner of the site was notified and given the contact information of the police officer in charge. Life Threatening Emergency Report CONFIDENTIAL Program No: V-51-01 Participants involved: Gilda (Spain Ldr) Date: July 4th day 7 of program Juliette (staff), Dick (director) Location: DesMoines, Iowa Tiffany (staff), Kimmi (staff) Time:4:00am Incident: Staff member Juliette encountered Gilda in hallway of residence dorm. Gilda was visibly upset and sobbing. She collapsed into Juliette’s arms. Juliette assissted Gilda to a couch where they both sat down. A conversation began between the two. Through tears, Gilda said “ I just don’t see a way out. I’m having nightmares about something that happened to me a year ago. I don’t know what to do. I can’t sleep. I don’t see any hope.” Juliette asked if Gilda if she wanted to talk about what happened a year ago. Gilda revealed she had been attacked and had not told anyone about the incident. The nightmares were a reenactment of the event. Juliette reassured Gilda that she was not alone and that we would find a solution to this together. Gilda said she wanted to call home. She was taken o the staff office, where Tiffany was working. Tiffany and Juliette discussed allowing Gilda to call home. It was decided that it was necessary to her mental health and they helped Gilda to place a phone call home. After speaking with her family, Gilda was asked to whom she might be able to talk to in CISV Spain, she spoke with Spain’s National Village chair. Gilda appeared to be somewhat calmer after the phone calls. She was taken back to bed. Juliette remained with Gilda at all times. Tiffany left a note on Dick’s bedroom door that he should see her immediately. Prior to breakfast the rest of the staff was brought up to speed as to what was happening. It was decided that Dick and Kimmi would remain running program, and that Juliette would remain with Gilda. Tiffany kept office hours that day and was the point person for communications. Juliette arranged for Gilda to see a psychologist that had been arranged for by the chapter and accompanied her to the appointment. Gilda was apprehensive about language differences but agreed to go. Kimmi and Dick met with the Spanish delegation and let them know that their leader was not feeling well, that Kimmi would act as their leader for the day and that Gilda would be at the doctors. At the leaders’ meeting, it was shared with the leaders that Gilda was not feeling well. Dick reported to the leader group that we were not sure how things would turn out, but for the time being Gilda would be out of program activities. Leaders asked as to how they might help, they were told they could see Gilda and to please help with the supervision of the children and help the remaining staff maintain the program activities. …… Tiffany spent the day on the phone contacting the Planner, the National Office and International Office as to the onset of the event…….. Day 2: July 5th day 8 of program CISV USA Crisis Protocol Handbook 2002 Page 18 Outbound Leader Checklist Prior to leaving: Establish an Emergency Binder with delegate information, medical forms and insurance information, and phone numbers Find all the phone numbers necessary Emergency Call Chain Carry Emergency money and credit card Be aware of chapters along your travel route and if possible find contact information Call the National Office to get the latest numbers for the National and International Contacts In the event of a Crisis Contact delegate’s parents as soon as possible, and keep them posted. Complete any insurance and medical forms. DOCUMENT what is happening and ask the staff to do the same. Contact your chapter program chair or president. Assure that your other delegates are being looked after. Following a Crisis: Contact parents and your local chapter DOCUMENT and write a report for the parents and your local chapter. Follow up on any insurance or medical needs. Thank the staff and hosting chapter for their care. CISV USA Crisis Protocol Handbook 2002 Page 19 Chapter Crisis Management Checklist Hosting (H) Non-Hosting (NH) Provide program planner with Crisis Management Coordinator and Team Members (H) Brainstorm as a Chapter “what ifs” surrounding a hosting experience and decide together what steps to take prior to any hosting experience (H) Be ready to provide off site housing for evacuated program participants within an hour of being notified of the need (H) Be prepared to provide off site housing for an emotionally troubled participant (H) Be prepared to recruit local ethnic delegations if many countries choose not to attend (H) Prearrange an alternative site that could be used should the program be interrupted (H) If this is not possible, find a non-residential site where the participants could be brought together in the daytime and returned to private homes in the evenings (H) Make every effort to preserve the peace education program (H) Consider all factors in pursuing any media coverage for CISV programs (H) DO NOT allow the address or phone number of any program site to appear in any public document, newspaper, or television story (H) Consider all factors before putting photographs of program participants on a Chapter Webster (even if you have their permission) (H) Be prepared to provide support to other USA Chapters and their traveling and visiting delegations as they travel across the USA (H & NH) Prepare an emergency call chain involving all Chapter members (H & NH) Prepare an emergency e-mail list. (H & NH) Make sure all Chapter volunteers have had criminal background and driving record checks (H & NH) Make sure all driver’s of CISV participants are 25 years or older (H & NH) Make sure all driver’s have personal liability insurance coverage of at least $100,000 (H & NH) Always stay in contact with your National Association and CISV-International regarding all developments, both positive and negative (H & NH) Make every effort to preserve the peace education program Consider all factors in pursuing any media coverage for CISV programs DO NOT allow the address or phone number of any program site appear in any public document, newspaper, or television story Consider all factors before putting photographs of program participants on a chapter website (even if you have their permission) CISV USA Crisis Protocol Handbook 2002 Page 20
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