D i c k i n s o n        C o l l e g e      i n   M á l a g a


Marcelo J. Borges
Associate Professor of History
Director (2005–2007)
Dickinson College in Málaga
Paseo Marítimo Ciudad de Melilla, 11-5.ºC
29016 Málaga, España/Spain
Telephone: +34 952 22 61 21
Facsimile: +34 952 21 20 15
E-mail: borges@dickinson.edu
Academic Year 2005–2006
A Letter to Dickinson College Abroad Directors

        I would like to present to you Dickinson College in Málaga’s
crisis management plan. This document includes safety and security
guidelines as well as a plan for crisis management. It seeks to comply
with the Office of Global Education Emergency Plans and Procedures,
the guidelines from the Asociación de Programas Universitarios
Norteamericanos en España (APUNE), and the health, safety, and
security guidelines established by the Forum on Education Abroad. I
hope you find that the result is a straight-forward document, helpful for
developing crisis management plans in your own programs.

Marcelo Borges
Associate Professor of History
Director of Dickinson College in Málaga (2005–2007)
               D i c k i n s o n         C o l l e g e        i n   M á l a g a

               C RISIS M ANAGEMENT P LAN

Introduction     1

I.   Safety and Security Procedures
     Introduction: Basis of Crisis Management         1

     A.   Basic Strategic Guidelines (Crisis Prevention, Safety and Security Procedures)   1

     B.   Emergency contact Information Maintained at the Office of Global Education       2

     C.   Students’ Personal Information     2

     D.   Relationship Guidelines    2

     E.   Program Facilities, Classrooms, Offices, Home Stays, Hotels, and Excursions      3

     F.   Student Orientation    3

     F.   Director’s On-Going Duties as Program Supervisor      3

II. Crisis Management Plan

     A.   General Actions in the Event of a Crisis        4

     B.   Specific Actions in the Event of a Crisis       6

Text References      11

                                      List of Appendices

Appendix 1: Office of Global Education Emergency Plans and Procedures      12

Appendix 2: Electronic Message entitled Preparations for the 2005–2006 Academic
            Year Abroad from Brian Brubaker, Associate Director for Study Abroad,
            Office of Global Education 15

Appendix 3: The Form on Education Abroad Standards Regarding Health, Safety, and Security   17

Appendix 4: Important Málaga Program Relationships    19

Appendix 5: APUNE Safety Guidelines     20

Appendix 6: Wallet-Sized Cards   24

Appendix 7: Information Form for Personal, Nonprogram-Related Travel      25

Appendix 8: Contact Information for Credit Protection Agencies and
            Spanish Telephone Numbers for Major Credit Cards 26

On-Campus and Spanish Emergency Telephone Numbers          inside back cover
             D i c k i n s o n             C o l l e g e          i n     M á l a g a


        This crisis management plan has been developed for the safety and continual well-being
of the students, staff, and members of the Dickinson community in Málaga. These guidelines are
intended to facilitate organized decision-making at times of crisis, but are not intended to replace
the discretion of the director or staff when reacting to an emergency.

        Specific goals intended to be addressed by this plan include:

        • Protect students and staff, both minimizing injury and maintaining individuals’ security
          and integrity.

        • Focus decision-making on critical issues in a potentially stressful environment.

        • Provide a flexible response process to a variety of emergencies.

        • Protect Dickinson property.

        • Protect Dickinson’s public image.

        • Restore equilibrium to the Málaga program and support appropriate changes as a result
          of the crisis in the program’s structure.

Basis of Crisis Management Plan
        The basis of an efficient crisis management system is ensuring that those with
responsibility have the information, resources, and authority they need. It requires that they
maintain continuous insurance coverage for students and staff, relationships with local health
care providers and civil authorities, and guidelines necessary for addressing crises. It also
includes their on-going preparation, so that they can take preventive steps well before a crisis
arises or a noncritical matter turns into a crisis. To that end, the first part of this plan deals with
the safety and security of the participants in Dickinson College’s program in Málaga.

Basic Strategic Guidelines (Crisis Prevention, Safety and Security Procedures)
      The director and staff are to be acquainted with Spanish laws regarding residency (their
own and students’), local emergency response organizations and their procedures, the students’
home-stay families, and the University of Málaga staff at the Cursos para Extranjeros where

2    Crisis Management Plan

students attend most classes. They are to maintain the working relationships with employees in
government offices that were established by past directors. They are to receive and read bulletins
from news services, such as APUNE and the U.S. Department of State travel advisories, and read
Spanish newspapers.1 Additionally, they are to be familiar with local customs, bus routes, taxi
services and locations of taxi stands, and other practical information regarding Málaga.

       In situations where Spanish emergency agencies, law enforcement, or regulatory agencies
have jurisdiction in crisis matters, the director and staff are to act as a complimentary support
body. Their principal interests are to preserve the security and integrity of students, staff, and the
Dickinson Program in Málaga.

Emergency Contact Information Maintained at the Office of Global Education

       The director and staff will keep the Office of Global Education up-to-date with their and
students’ contact information and the contact information for emergency contacts, including cellular
and hard-line telephone numbers, and itineraries and hotel information during group excursions.2

Students’ Personal Information

       The director and staff are to maintain secure files of students’ personal information,
including copies of passport and visa, emergency contact information, and medical background.
Additionally, the director and staff are to maintain a secure electronic spreadsheet or database
of students’ personal and contact information to facilitate a fast response in the event of
an emergency.3

      Certain student information that is also maintained in the Global Education offices
may change during the academic year while students are in Málaga. The director or staff are to
communicate those changes to Global Education as soon as possible.2

Relationship Guidelines

        Insurance against emergencies exists in many forms in Málaga.4

       Medical insurance. The director, staff, and students are to be covered by Spanish medical
insurance at all times. Students are informed about additional, optional insurance available to
them by Global Education before they travel.5

       Málaga hospital. During orientation, and at other times as necessary, the director is to
inform students of the Málaga program’s preferred medical clinic.5

       Málaga psychiatrists and psychiatric counselors. The director is to maintain the name
and contact information of reputable psychiatrists and counselors in Málaga should a student
need or desire such care.

Text References begin on page 11.
                                                                        Crisis Management Plan          3

       Governmental contacts and “Dickinson friends.” The director is to maintain the good
rapport established by previous Directors with contacts in governmental agencies and other
“Dickinson friends.” As the director identifies other valuable resources, he is to establish and
maintain good working relationships.5

Program Facilities, Classrooms, Offices, Home Stays, Hotels, and Excursions

        The Universidad de Málaga serves as the host institution where students take classes and
where Dickinson College in Málaga maintains its office for students. The university guarantees
that local and national safety and security standards are met. Should the director learn of a
change or of a problem in the university’s policies or procedures, he will consult with Global
Education as necessary to ensure staff’s and students’ continued safety and security.

        The director is to interview each new home stay host in the host’s home, both to ensure
the safety of the home and to ensure the host’s understanding of Dickinson’s expectations
regarding the host’s responsibilities. If a host family changes residency, the director will visit the
new home and fill out a Host Family Information Card.6

         Regarding excursions, the director will work with the travel agent to ensure buses,
trains, hotels, restaurants, museums, and other means of transportation and places meet both
governmental and Dickinson program expectations regarding safety and security.5 The director
and the travel agent will also work to ensure hotels are located in safe areas.

        The director or staff, before a trip and at other times as necessary, will advise students
of potential dangers or insecure areas in the cities they visit, as well as remind them of general
safety precautions.

       Before excursions, the director or staff will send the itinerary for the trip, including names
and contact information of hotels, to the Office of Global Education.

Student Orientation

        Minimizing risk of injury or loss includes the students’ orientation to Málaga and Spanish
life. The director is to take the following steps at fall orientation, explicitly reviewing the
information with students, and to review the information at other times as necessary.

       • Students are to be given the Safety Guidelines for Participants in American Study
         Programs in Spain, pages 72 through 74 of “A Practical Guide to Living in Spain
         for Directors of North American Study Programs.”7 The director is to cover this
         information with students and speak to them about personal safety and potential
         dangers involved in Malagueña/Spanish life. The director is also to post these safety
         guidelines on Blackboard.8

                                                                         Text References begin on page 11.
4    Crisis Management Plan

        • The director is to distribute the Global Ed Key Chain with Global Ed’s memo to
          students during orientation. The memo is to be posted to Blackboard.8

        • The APUNE emergency information card, which is wallet-sized for students to carry
          with them, is to be given to students.9

        • In addition to the APUNE card, the director and staff are to create and distribute a
          wallet-sized card including other important numbers (the directors’ and program
          associate’s home and cellular numbers and numbers for the U.S. Consular Agent, the
          U.S. Embassy in Madrid, a reliable taxi service, the University of Málaga, the Cursos
          para Extranjeros).9

        • The Information Form for Personal, Nonprogram-Related Travel is to be distributed to
          students. The form is intended to keep the director informed when students do not sleep
          at their home stay residences. Additional copies are available on Blackboard and in the
          Dickinson office at the Cursos para Extranjeros where students take classes.10

       Additionally, upon arrival, students are to be given calling cards that work at any public
phone, a bus card and map of bus routes, a map of the city, and 30€ or other such sum as the director
deems appropriate for communication and transportation during the initial week.

        All students are automatically enrolled in weekly, small-group tutoring sessions that last
until mid-December. The sessions, hosted by University of Málaga faculty, are designed to help in
culture and language immersion. During the initial weeks, tutors acquaint students with the city,
locations of important places, public transportation, personal safety and security, and other such
practical information that help students adjust to Malagueña life.

       A call chain is to be created and explained as soon as students have cellular telephones
and updated and distributed at spring orientation for academic-year students. Instructions and
telephone numbers are to be placed on a wallet-sized card for students to keep with them.9

        As soon as practical after fall orientation, all students with U.S. passports are to be
registered with the U.S. Consulate in Fuengirola (Málaga Province).5

        It is recognized that alcohol is part of the college experience. It is also recognized that
alcohol can play a large role in threatening the safety of students. The director will speak frankly
about the subject to students as a group at orientation and at other times as necessary—as a
group, in small groups, or individually.

Director’s On-Going Duties as Program Supervisor

         The director will maintain a supervisory relationship with students while they are living
in Málaga. While students are legally adults and maintain independence, for some, Málaga is
the first experience abroad. Culture shock, the freedom a student may feel so far away from
family or the Dickinson community at Carlisle, inability to make new friends, the reality of using

Text References begin on page 11.
                                                                         Crisis Management Plan         5

a foreign language in all aspects of life, rapport with home-stay families, and numerous other
factors may contribute to a student’s lack of health and feelings of insecurity.11 The director is to
counsel students and take other steps as necessary to provide for students’ health and safety. The
director will consult with Global Education and, as necessary, the Dickinson Counseling Center
if a crisis arises.12

General Actions in the Event of a Crisis

         Conditions that produce a crisis are normally uncontrolled and spontaneous. As each
crisis is unique and handled on a case-by-case basis, specific reactions cannot be outlined. The
director and staff will endeavor to mitigate the effects of the crisis by:

        • Anticipating areas of concern.

        • Establishing response guidelines to these perceived concerns.

        • Responding in a timely and organized manner.

It is recognized that, while preparedness is the most essential defensive strategy in the event of a
crisis, it remains reactive and dependent on a variety of disciplines, organizational skills, and the
involvement of the director’s, staff’s, and Global Education’s time and energy.

         In the event of an unanticipated, unforeseeable crisis,13 such as a suicide, a suicide threat,
death of a student or staff member due to chronic or contagious diseases, death or injury due
to fires/explosives, drowning, bus/automobile accident, sports-related death, terrorist attacks,
or any situation which poses a significant threat to students or staff such as a bomb threat, gas
leak, power failure, weather-related disaster or community disaster, the director, in consultation
with Global Education, will establish response guidelines addressing the specific needs of the
Dickinson community affected by the crisis, including, but not limited to, those directly affected
by the crisis and those indirectly affected, such as classmates, teachers, and host families in
Málaga. In the event the director needs to react urgently to a crisis and does not have time to
consult with Global Education, he will notify Global Education at the earliest opportunity and
report the crisis and the response made.

       Insofar as the director is able to anticipate potential crises, he will develop and direct
preevent contingency guidelines.

       In the event of crisis, the director or his designated staff or both, in consultation with
Global Education, will:

        • Get to the scene and take control as soon as possible.

        • Gather and analyze the crisis incident information.

                                                                         Text References begin on page 11.
6    Crisis Management Plan

        • Develop strategies and alternatives for crisis control and speedy resolution, including:
          • Contact resources at the Dickinson College campus in Carlisle, such as the faculty
            coordinator, the Dean’s Office, the Dean of Students, the Counseling Center, the
            Registrar’s Office.
          • Contact and coordinate local emergency resources, including ambulance, hospital,
            doctor, insurance, national or police, civil guard, or other such local resources as may
            be necessary.
          • In consultation with Global Education, contact a student’s parents.
          • Call Department of State, travel agent, or other less urgent contacts to arrange
            continuing safety of students.

        • Communicate information and decisions as appropriate, including writing appropriate
          reports to the Registrar’s Office, the Dean of Students, and students’ files.

At each step in the crisis, the director or his designated staff will report developments or outcome
to Global Education, as well as include Global Education in reports made to other Dickinson
College offices.

Specific Actions in the Event of a Crisis

        Because a sudden, unanticipated event may profoundly and negatively impact those
involved in the Málaga program, as well as the greater Dickinson community, upon notification
of the crisis, the director or staff will take the following steps:

        • Assume the threat is serious.

        • Tell the person providing the information not to repeat it elsewhere. He will explain
          the need to verify the information, to protect the integrity of those involved in the
          crisis, and to have any announcement of the event come from the director or from
          Global Education. If there is concern regarding the likelihood of compliance with this
          request, the director staff may take further action, such as asking a student to wait
          away from other students until appropriate steps can be taken or advising the member
          of a host family that dissemination of the information may lead to termination of their
          relationship to the Málaga program.

        • Get to the scene of the crisis as quickly as possible and take control. If the director or
          his staff cannot get to a crisis location (for example, if the student is traveling over a
          holiday weekend or the student is in a different town), the director is to take such steps
          as necessary to remedy the crisis and prevent further negative development. Such steps
          include advising on-the-scene participants to get help.

Text References begin on page 11.
                                                                Crisis Management Plan          7

• Gather essential information, such as
  • Where the emergency location is.
  • Who is involved (contact names and telephone numbers).
  • Where the student is now.
  • Whether rescue operations are needed.
  • What measures have already been taken.
  • Whether there are witnesses.

• In the event of theft, such as a wallet or cellular telephone, ensure the affected
  student’s safety, offer appropriate comfort, and advice the student of practical steps to
  take to reduce further loss.14 The director or staff, at their discretion, may offer use of
  Dickinson Internet service and telephone for international calls and may offer to drive
  and accompany the student to the local police to file a report or to the U.S. consular
  agent in Fuengirola to file application for passport replacement. Additionally, the
  director may offer a cash loan from Dickinson’s petty cash account in Málaga.

• In the event of a student’s being locked in the Cursos para Extranjeros (building
  where students take classes), call the Assistant Director of the Cursos para Extranjeros
  to arrange security personnel to open the door.

• In the event of sickness or minor injury or incident, make necessary urgent
  responses, such as accompanying a student to the hospital or police, and notify Global
  Education as quickly as convenient.11

• In the event of evacuation of Málaga because of natural disaster or terrorist activity,
  instruct students to remain with their host families. If the director, staff, or student
  believes this to be imprudent at the time of the crisis, the director will notify the
  student(s) of alternative procedures. Should the director receive special or further
  instruction from the U.S. embassy or local U.S. consular agent, he will instruct students
  of alternative procedures. The telephone tree created after fall orientation and updated
  at spring orientation may be used to disseminate information. Currently, there are
  three cars available to transport students to the director’s apartment if such an action is
  necessary to secure students or to prepare for evacuation.

• In the event of a fight, receipt of notice of suicide attempt or suicide threat, or
  notice of student in crisis, the director or staff will follow the Office Global Education
  policy regarding Management of Students in Crisis.12

• In the event of rape or sexual assault, APUNE recommends that the director or staff:
  • Go to the student-victim immediately.
  • Ask the student-victim what happened, who was involved, to what extend she or he
    would like to involve the police and press charges.

                                                                 Text References begin on page 11.
8    Crisis Management Plan

          • Reassure the student-victim that it wasn’t her or his fault and that the student didn’t
            cause it to happen.
          • Explain Spain’s laws and procedures for dealing with sexual assault, so that the
            student can be prepared if she or he chooses to go to a hospital, the police, or a
            rape-crisis agency.
          • If there is no obvious injury, ask the student-victim if she or he is willing to go to a
            hospital or clinic and, if so, accompany the student. Request a doctor who speaks
            English, and request a female doctor if the student-victim is female.
            • If the case is considered serious by the attending physician, the attending physician
              and the hospital are obliged under Spanish law to report the crime to the police.)
            • To press charges, the phone number 902 102 112 can be called, an English-speaking
              agent may be requested, and after the incident has been described, charges will be
              sent to the local police station within ten minutes. (There is a two-day limit to go to
              the police station and sign the charges.)
            • Once police action is taken, a lawyer should be named to help with judicial procedures.
            • Victim reports to police must be as detailed as possible since the report may be used
              in court.
          • If the student-victim declines assistance, escort the student home and ensure she or he
            gets to the bedroom safely.
            • The director or staff will then tell the student that the director will call in the
              morning “to see how you’re doing.”
            • The director or staff will give the student the names and telephone numbers of local
              authorities and services should the student change her or his mind.
          • Ask the student-victim if she or he would like to have the emergency contact (usually
            parents) notified. It has been noted by APUNE that students usually wish to contact
            their families themselves. If the student would like to have Dickinson contact the
            emergency contact, the director or staff will contact Global Education in order to
            follow appropriate protocol.
          • Look for any obvious signs of emotional distress, note them, and consult a rape
            counselor, psychologist, or psychiatrist as soon as possible to get on-going support for
            the student-victim.
          • Continue to check in on the student and (without pressing the issue) remind the
            student that there are resources at her or his disposal.
          • Make careful notes about all that happened, including the student’s signs of physical
            or emotional distress, injury, wishes regarding hospital and police involvement and
            other forms of care. The director will also note names of physicians and hospital
            caring for the student. The director will also note (each time) if the student declines
            physician care or police involvement, or does not want to have the emergency
            contacts notified.

Text References begin on page 11.
                                                               Crisis Management Plan          9

 • If the accused attacker is also a student in the Málaga program, the director will do
   what he can to keep the alleged attacker away from the student-victim. This is not
   a presumption of guilt but an action in the interest of protecting the injured student
   from a potentially upsetting presence.

• In the event of death, terrorist attack, or life threatening injury, upon confirmation
  of the crisis, the director will contact Global Education to develop the appropriate
  responses, which will include:
  • The timing and content of notification to the affected student’s family, closest friends,
    and the Dickinson community in the United States.
  • The timing and content of notification to student’s closest friends, all students in
    Málaga, faculty, and host families in Málaga.
  • The coordination and content of any formal public announcements in the United
    States by Global Education or in Spain by the University of Málaga.
  • The preparation of statements for telephone inquiries.
  • The coordination and offer of social workers or counselors in the United States by
    Global Education or in Málaga by the director and staff.
  • The determination of additional community resources are necessary or are needed to
    “stand by” and notify them if appropriate.

 After announcement of crisis is made to Dickinson students in Málaga, the director
 and staff will:
 • Monitor students for reactions and direct them to support services. As students
   reactions may lead to another crisis, the director and staff will notify Global
   Education and make appropriate protocols for response, including dismissing students
   from program.
 • Notify teachers and University of Málaga staff to review facts of crisis, dispel
   rumors, help them process their own emotions, and describe the feelings of students
   so that the teachers and University staff can be better prepared to handle specific
   situations. The director and staff may give specific guidelines for classroom conduct
   or for helping students to teachers and University staff. The director and staff may
   also advise teachers to dispel rumors whenever possible and discourage religious
   pronouncements or “glory conduct,” especially in the case of suicide.
 • In the event of death, collect the deceased student’s belonging from the police,
   hospital, and host family and have them returned to the student’s family.
 • In the event of death, notify the Cursos para Extranjeros (school of the University of
   Málaga) who will notify professors.

                                                                Text References begin on page 11.
10    Crisis Management Plan

          As part of on-going crisis management, the director or staff, in coordination with
          Global Education, will:
          • Update students with additional information and procedures.
          • In the event of death, inform students of funeral arrangements and offer assistance to
            those returning to the United States to attend the funeral.
          • Identify students in need of follow-up support and offer appropriate assistance,
            including professional counseling. Global Education, in consultation with the director,
            will coordinate appropriate communication with students’ families.
          • Identify and provide a list of suggested reading to students, if necessary.
          • Review their crisis reactions and update these procedures as necessary.
          • Be in contact with professors and tutors about monitoring sudden changes and consult
            with the Dickinson College Counseling Center as necessary.
          • In the role of Program Supervisor, continue to monitor the student’s or the students’
            behavior for warnings of future crises and continue to offer counseling support
            in Málaga. The director and staff will be alert at holidays and anniversaries for
            grief reactions.

Text References begin on page 11.
                                                                     Crisis Management Plan      11

                                         Text References

       See policy entitled Department of State Travel Advisories in the Office of Global

Education Emergency Plans and Procedures, reprinted at Appendix 1, page 13.

       See policy entitled Emergency Contact Numbers Overseas in the Office of Global

Education Emergency Plans and Procedures, reprinted at Appendix 1, page 13.
        During Academic Year 2005–2006, the director and staff maintained an Excel workbook
containing several spreadsheets of each student’s local contact information, emergency contact
information, allergies, recent medical history, and other important information, such as whether
confidentiality waivers are on file in the director’s office. The director’s PDA synchronized the
workbook so that it would be available when he was away from the office or traveling with
students, or for when the “emergency headquarters” needs to be away from the director’s office.

        Additionally, the director’s cellular telephone contains both mobile and home-stay numbers
for each student (all students have cellular phones). Students’ mobile numbers are also stored in
MensajeríaWeb, computer software provided gratis by the local mobile phone company and loaded
on the director’s desk-top computer. MensajeríaWeb allows the director and staff to send text
messages to individual students or to the text message group Dickinson Students that they set up.
This program may be used in nonemergencies, such as to tell students of changes in the weather
and to pack warm clothes for a field trip.

       See policy entitled Local Contacts in the Office of Global Education Emergency Plans

and Procedures, reprinted at Appendix 1, page 13.
         See Appendix 4, Important Málaga Program Relationships, page 20, for further details. See
also the numbered paragraphs of the electronic message entitled Preparations for the 2005–2006
Academic Year Broad from Brian Brubaker, Associate Director for Study Abroad, Office of Global
Education, to directors of Dickinson Abroad Programs, dated July 15, 2005, page 16, giving
specific directions regarding the Office of Global Education Emergency Plans and Procedures.
        All home-stay families used by Dickinson College in Málaga fill out an information
card during the initial visit of the Dickinson director. Information includes characteristics of
the accommodation, family composition, presence of pets, whether there are smokers in the
home, whether there is a preference for a smoking or nonsmoking student, and whether there is
a preference for a male or a female student. The card is kept on file in the director’s office and
updated as necessary.
        Safety Guidelines for Participants in American Study Programs in Spain, “A Practical
Guide to Living in Spain for Directors of North American Study Programs,” Asociación de
Programas Universitarios Norteamericanos en España (APUNE), http://www.apune.org, summer
2005, 72–74, reprinted at Appendix 5, beginning on page 21.
12   Crisis Management Plan

        The current director has created a folder entitled Malagueña life and Safety on
Blackboard. All documents related to student health and safety are distributed to students and
posted on Blackboard for students’ continued access.
        Wallet-sized cards are reproduced in Appendix 6, page 25. See policy entitled Call
Chains in the Office of Global Education Emergency Plans and Procedures, reprinted at
Appendix 1, page 13. See also the paragraph regarding an emergency card in the electronic
message entitled Preparations for the 2005–2006 Academic Year Broad from Brian Brubaker,
Associate Director for Study Abroad, Office of Global Education, to directors of Dickinson
Abroad Programs, dated July 15, 2005, reprinted at Appendix 2, page 17, giving specific
directions regarding the Office of Global Education Emergency Plans and Procedures.

       Information Form for Personal, Nonprogram-Related Travel is reproduced in

Appendix 7, page 26.

       See policy entitled Minor Incident Procedures in the Office of Global Education

Emergency Plans and Procedures, reprinted at Appendix 1, page 14.

       See policy entitled Management of Students in Crisis in the Office of Global Education

Emergency Plans and Procedures, reprinted at Appendix 1, page 15.

       See policy entitled Major Emergency Procedures in the Office of Global Education

Emergency Plans and Procedures, reprinted at Appendix 1, beginning on page 13.
         Such practical advise may include avoiding certain places or situations, not carrying
such items as passports, not drawing attention by certain behaviors or clothing. Advice may also
include contacting the credit protection agencies Equifax, Experian, and TransUnion. Contact
information for these credit agencies is listed in Appendix 8, page 27.

       Source: Early Warning, Timely Response: A Guide to Safe Schools, reported at http://

www.pen.k12.va.us/VDOE/Instruction/model.pdf, pp. 67–69.
                                                                     Crisis Management Plan      13

                                         Appendix 1
                 Office of Global Education Emergency Plans and Procedures

Emergency Contact Numbers Overseas

        It is critically important that the Office of Global Education (OGE) have up-to-date,
accurate emergency contact information for key contacts at overseas sites. It is the responsibility
of resident directors or on-campus coordinators to provide OGE with this information.

Call Chains

       At the start of the program the resident director should collect students’ contact
information, including homestay, apartment or dormitory addresses, and home and cell phone
numbers. The director should develop a call chain to be shared with students during orientation.

Department of State Travel Advisories

       The Office of Global Education monitors on a daily basis U.S. Department of State
Travel Advisories. Warnings or other information which might affect program operations are
forwarded routinely to program coordinators and directors. Copies of most recent advisories for
any country may also be obtained from the Department of State web site: http://travel.state.gov.

Local Contacts

        Wherever possible, resident directors should maintain a list of local physicians, including
general practitioners and mental health specialists. It’s a good idea to check in with them from
time to time to ensure that available services and office hours have not changed. English-
speaking health care professionals should be located if possible.

Major Emergency Procedure

       A major emergency is an extremely urgent, volatile, life-threatening situation.

       The responsible person overseas (e.g., the resident director, host-country contact person,
student calling on his/her own behalf, etc.) should call the 24-hour Dickinson Public Safety
number without delay. Using an on-call list, Public Safety will find a person to call back at once.
In most cases, this will be Brian Whalen, Laurie Mossler or Brian Brubaker.

       The person overseas and the person responding exchange information, assess options, and
decide on the next step. Both should keep notes about what is agreed on and keep careful note of
phone numbers and names. Among the likely on-campus follow-up steps required are:

       • Contact on-campus resources, such as the faculty coordinator, the Dean’s Office, Dean
         of Students, Counseling Center, Media Relations or others.
14   Crisis Management Plan

       • Assemble the crisis management team, if needed.

       • Call emergency assistance to access services such as arranging evacuation, coordinating
         insurance, identifying resources on site, etc.

       • Phone calls to parents, State Department, travel agent, or others.

        The responsible person overseas will continue to be responsible for any injured
participant as well as the well-being of the group of students as a whole. Directors should call
upon available staff or other local resources for assistance as needed. It is essential that the on-
call person and the responsible person overseas keep each other informed of their whereabouts
and contact information at all times.

Minor Emergency Procedures

       A minor emergency is a serious, but not life-threatening situation, in which the director
believes assistance or consultation is required.

       • Gather essential information: phone numbers, names, locations, name of hospital or
         physician, measures taken. Be prepared to describe the emergency briefly and provide
         call-back information.

       • Call the regular number of the Office of Global Education during office hours the next
         morning, in some cases, a fax or e-mail report is appropriate. Together the program
         director and Global Education will assess the situation and any assistance needed.

       • Write a report of the emergency and fax or e-mail it to Global Education as soon
         as possible.

Minor Incident Procedures

      A minor incident is a medical event or a worrisome pattern of behavior that is not an
emergency but should be related to Global Education and/or recorded for future reference.

       • Write a report of the incident at the earliest opportunity, giving dates, who was involved,
         what happened, how the issue was resolved, why you are concerned. This can be sent to
         the Office of Global Education by e-mail. A telephone call is often helpful as well.

       • The purpose is to share information and to alert OGE about potential problems before
         they reach crisis level.

       • Not every small problem needs an incident report. The Program Director should
         use discretion.
                                                                    Crisis Management Plan         15

Management of Students in Crisis

        Neither Dickinson College nor Dickinson’s overseas programs can be expected to
function as residential treatment facilities. The best indicators of the need for more intensive
treatment include a pattern of the faculty and staff spending six or more hours per week focusing
on the concerns of one student, and/or an indication that the student’s behavior is having a
negative impact on the lives of other students.

       The best course of action in managing students in crisis is to:

       • Make contact personally with the student in question and state the behaviors that
         concern you about him/her.

       • Ask the student to help you understand what is affecting his/her behavior at this point.

       • Evaluate the extent of the support system available to the student. Does he/she have
         friends who are close with him/her or does the student seem isolated?

       • Ask the student to be evaluated by a local physician or mental health service if such
         is available.

       • In cases where you are concerned about the student being a danger to self or others or
         in need of intensive treatment, contact the Counseling Center (or a Global Education
         staff member, who will contact the Counseling Center for recommendations and

       The consultation services of the Counseling Center that are available to faculty on
campus are also available to overseas program directors. It is helpful to have a few pieces of
information together when you call for consultation:

       • The student’s name and possibly home address and telephone number in the United States.

       • The behaviors that concern you about the student.

       • A list of the actions taken thus far and information gathered by speaking directly with
         the student and his/her fellow students.

       • What helping resources are available to you on site.

       • What aspects of the management of the situation require the most immediate help from
         the Counseling Center.

On-Campus Contact Information is listed inside the back cover of this booklet.
16   Crisis Management Plan

                                         Appendix 2
                   Preparations for the 2005–2006 Academic Year Abroad

        The following text is reprinted from an electronic message entitled Preparations for the
2005–2006 Academic Year Broad directed to the directors of Dickinson Abroad Programs, by
Brian Brubaker, Associate Director for Study Abroad, Office of Global Education, dated July 15,
2005. This portion of text further explains the Office of Global Education’s policies regarding
safety and security and helps directors inventory their programs.

       Many of you are extremely familiar with your host site, and I am sure you consider your
contingency plans or most relied-upon medical clinic as common knowledge; however, it is
important for our office to have this information documented and easily accessible.

       Please take a moment to e-mail me the following information. It will be incorporated into
your program’s Emergency Book and kept on file in my office.

       1. Program emergency contingency plan. Each program should have a documented
          plan of action in case of an emergency (e.g., an unforeseeable circumstance which
          requires the group to leave their normal area of operation and meet at a predetermined
          location). In some cases, programs may have different responses to different types
          of emergencies. This information should be shared with students at their on-site
          orientation and the Director must be certain students understand the importance of
          following the plan should the need arise. While we know it may be impossible to plan
          for every conceivable incident, a simple, easy-to-follow contingency plan is a necessity.

       2. Preferred medical clinic. Each program should have a medical clinic/hospital in
          its immediate vicinity which has a good reputation and to which you would feel
          comfortable taking a student in case of an injury or emergency. Please provide Global
          Ed with the name, address and phone number of the clinic. In some cases, there
          may be a local doctor who is already an acquaintance or “friend” of the program; I
          would encourage you to make such contacts and even meet this medical professional
          once or twice a year (money to take them to lunch or spend their office a small gift
          can certainly be made available). The importance of a good relationship cannot
          be overstated. I believe we need to take these kinds of peripheral relationships as
          importantly as we do our relationship with colleagues at our partner institutions.

       3. Preferred psychiatric clinic. As with the general medical practitioner, we must have
          a local clinic/psychologist who can assist with psychological evaluation if necessary.
          It is also important that the psychologist be somewhat familiar with our needs as a
          college hosting American students (e.g., issues confronting students and the American
          approach to clinical psychology). If you have questions about the appropriateness of a
          clinic, let me known, and I can enlist some advise from professionals here.
                                                                   Crisis Management Plan      17

        Emergency card. I would also like each program to provide its students with some
form of an Emergency Card. Many of our programs already use such cards; however, we
must have all programs using them. This is a simple credit card-sized, laminated card that
lists important information such as local emergency numbers; the program center number (if
applicable); director’s cell phone number; and possibly the contact information for the program’s
recommended medical provider. In some cases, programs list their emergency contingency plan
on the reverse side of the card. When you have time, please fax a copy of the card to the Office
of Global Ed for our records.

        Registration with U.S. embassy. Lastly, this is an opportune time to remind all resident
directors that they need to register their group with their local U.S. embassy.
18   Crisis Management Plan

                                        Appendix 3
                        The Standards for Health, Safety, and Security
                           from the Forum on Education Abroad*

        The Standard: The organization has established and continuously maintains effective
health, safety, security and risk management policies, procedures and faculty-staff training.

       a. Safety and Security: The organization ensures continuous attention to safety and
          security issues.
          ¨ i.    Does the organization have procedures for handling student emergencies?
          ¨ ii.   Is staff trained to handle emergencies?
          ¨ iii. Does the organization have a written crisis management plan?
          ¨ iv. Does the organization have a safety and security plan? Are crisis management,
                emergency and safety plans reviewed and evaluated regularly by appropriate
                administrative staff and local legal counsel?
          ¨ v.    Are education abroad program staff and faculty informed of all crisis and
                  emergency procedures?
          ¨ vi. Do program facilities, classrooms, offices, homestays, excursions, and field
                trips meet local safety standards?
          ¨ vii. Are efforts made to insure that program facilities, classrooms, offices, home
                 stays, excursions, and field trips meet home country safety standards as closely
                 as possible?
          ¨ viii. Does the organization undertake regular safety assessment of its facilities
                  and services?

       b. Health: The organization ensures continuous institutional attention to health issues for
          students, faculty and staff in the education abroad program.
          ¨ i.    Do program staff members inform students about local health and safety concerns?
          ¨ ii.   Is staff sufficiently trained to determine when students require professional
                  assistance for mental health issues, alcohol and other drug abuse?
          ¨ iii. Are students with individual health concerns provided pre-departure and on-
                 site guidance and assistance?
          ¨ iv. Does the organization have contacts with appropriate health-related agencies
                on site?

       *Reprinted from Standards of Good Practice for Education Abroad, The Forum on Education
Abroad, http://www.forumea.org (Nov. 2005), 19–20.
                                                             Crisis Management Plan        19

c. Liability: The organization maintains adequate insurance policies and conducts
   regular risk-management programs involving appropriate talents and personnel.
   ¨ i.    Does the organization have appropriate insurance coverage to cover liability
           risks and require insurance coverage for students and traveling faculty/
   ¨ ii.   Are the appropriate offices and external agencies involved in a regular risk-
           management assessment program?

d. Emergency Communications: The organization and education abroad program have
   adequate and clearly defined emergency communications plans.
   ¨ i.    Does the organization have policies and procedures for when it will contact
           home institutions and/or parents/guardians/emergency contacts in emergency
           situations and with respect to student health and safety issues?
   ¨ ii.   Are students informed about these policies and procedures and is this
           information available on the Internet?
20   Crisis Management Plan

                                       Appendix 4
                          Important Málaga Program Relationships

        Medical Insurance. During Academic Year 2005–2006, Dickinson College in Málaga
continued to use Medifiat. A good working relationship with the insurance agent assigned to the
Dickinson account was established and maintained by previous directors; the current director
continues the relationship. Each year, Medifiat provides an updated guide of medical and mental
health care providers. Medifiat also works with the director to identify appropriate specialists
(including psychiatrists and counselors) as needs arise.

        Málaga Hospital. During Academic Year 2005–2006, Dickinson College in Málaga
continued to use Clínica Parque San Antonio. It has a good reputation, works well with the
insurance company, and is centrally located, being only a few minutes from either students’
housing or the Cursos para Extranjeros where they take the majority of their classes. It is possible
for Clínica Parque San Antonio to provide doctors who speak English.
       Clínica Parque San Antonio
       Avda. Pintor Sorolla, 2
       29016 Málaga
       Telephone: (011+34) 952 22 43 67

       U.S. Consular Agent for Andalucía. The contact information for the U.S. consulate agent
in Fuengirola is:
       Roberta G. Aaron, Consular Agent
       Avda. Juan Gomez “Juanito”, 8-1-C
       29640 Fuengirola, Málaga
       Telephone: (011+34) 952 47 48 91
       Facsimile: (011+34) 952 46 51 89
       Cellular Phone in Emergencies Only: (011+34) 699 466 567

       Travel Agent. Dickinson College in Málaga has used since its inception and continues
to use Manolo Jiménez Bravo of Viajes Ampitour, S.L., as the travel agent for most of its
excursions. His contact information is:
       Manolo Jiménez Bravo
       Cellular Telephone: (011+34) 619 906 872

       Collaborator. A former Universidad de Málaga-Dickinson College Overseas Student
Assistant has agreed to assist in emergencies. His contact information is:
       Alberto López Gonzáles
       Home: (011+34) 952 614 394
       Cellular Telephone: (011+34) 606 844 914
       Skype: lopez.alberto
                                                                                  Crisis Management Plan              21

                                                Appendix 5
                                           APUNE Safety Guidelines

          Note to reader: The following excerpt contains three pages from A Practical Guide to Living in Spain for
          Directors of North American Study Programs and is published by the Asociación de Programas Universitarios
          Norteamericanos en España (APUNE). Original page references are noted in the left margin.

 cover                        A Practical Guide to Living in Spain
                               for Directors of North American
                                       Study Programs

                                 Asociación de Programas Universitarios
                                      Norteamericanos en España

                                                    Summer 2005



                              SAFETY GUIDELINES FOR PARTICIPANTS IN
                               AMERICAN STUDY PROGRAMS IN SPAIN

                                             Personal Responsibility
          As you begin your study abroad experience in Spain, you should be aware of your
          personal responsibility in exercising good judgment. Spending a semester or year
          abroad ordinarily will imply different types of risks than staying on your home campus.

          You may find that in Spain there are fewer safety measures or maintenance controls
          than in the U.S. To avoid problems, you should exercise caution in evaluating risks such
          as overcrowded clubs and discotheques, poorly maintained public walk-ways, elevators
          in poor repair, etc.

          Keep in mind that according to Spanish law, at the age of 18, you are considered of legal
          age. Also note that the Spanish legal system is not as litigious as that in the U.S., and
          there is a greater focus on assuming personal decisions and responsibilities.
22        Crisis Management Plan

                                       Crime and Personal Safety
          Petty theft is the most common crime in Spain. It usually does not include violence or
          guns. However, if you are threatened with a weapon or physical abuse, you are more
          likely to avoid danger by rapidly surrendering your possessions.

          Avoid possible high-risk areas, such as tourist spots, telephone booths late at night,
          and underground passages. All of these tend of have a higher incidence of theft. Avoid
          large crowds, and be aware of your surroundings. Going out with Spanish friends greatly
          reduces the risks of becoming a target for theft.

          Carry only the amount of money needed for a given day. Make copies of all your important
          documents. Carry copies with you and leave original documents in a safe place. (You will
          only need your passport when exchanging currency or when travelling.)

          In case of theft, you should file a report (denuncia) at the nearest police station
          (comisaría). These reports are useful in replacing stolen cards and documents.

          Always inform program staff of any incident.

                                          Legal Considerations
          Spanish law requires you to carry proof of ID at all times. Until a residency card is
          provided by policy authorities, carry with you a photocopy of your passport and the
          receipt showing that the residency card has been requested.

          Remember that you will be subject to the laws and judicial procedures of Spain. In case
          of arrest, the U.S. Consulate is limited to explaining laws and monitoring procedures to
          ensure that there is no discrimination. U.S. citizens are tried under the same rules as
          a Spanish citizen, although foreigners will find it more difficult than Spaniards to obtain
          release on bail.

page 73
                                       Health & Medical Attention
          Health questionnaires provided by program administrators should be conscientiously
          answered. Volunteer any and all medical information that will be relevant for your well-
          being in Spain.

          If you take a medicine regularly, bring with you a good supply from home. Prescriptions and
          a copy of the generic name and chemical components of the medication can be useful.

          There are no particular health risks in Spain that do not exist in the U.S. People with
          allergies usually have problems in large cities. Beware of food poisoning, especially
          seafood and mayonnaise in warm weather.

          You should know that Spain has one of the highest incidences of AIDS in the
          European Union.

          In case of minor ailments, pharmacists can often prescribe medication. In every city,
          some pharmacies remain open all night (farmacias de guardia), even on weekends and
                                                                            Crisis Management Plan           23

          holidays. Check signs posted on pharmacies’ windows and listings in newspapers to find
          out the schedules.

          In case of serious illness or medical emergency contact your program staff and seek
          help at the nearest hospital.

                                               Health Insurance

          Students must arrive in Spain with adequate health insurance that covers accidents,
          medical evacuation, and repatriation costs abroad. If your U.S. insurance does not
          provide sufficient coverage in Spain, you should buy supplemental insurance from a
          Spanish or American company.

          Be sure you know how to use your medical insurance policy while in Spain. Your insurance
          company will provide you with the details. Bring claim forms from the U.S.

                                           Drug & Alcohol Abuse

          Do not confuse Spanish social drinking with American-style “power drinking,” which is
          considered uncouth and dangerous among most young people in Spain.

          You should never get drunk, as it impairs your judgment and makes you an easy target
          for those who want to take advantage of you.

          In Spain consumption of drugs in punishable by law.

page 74                                     Road & Travel Safety

          • Spain has a high incidence of accidents involving young drivers. If possible, avoid
            car rental.

          • Do not hitchhike or offer a ride to strangers.
          • Do not ride in motorcycles or with car drivers you do not know well.

          • Exercise caution as a pedestrian. Pay attention to motorcycles and motor scooters
            (Vespas) that do not follow traffic rules.

          • If you must drive a car, familiarize yourself with the written and unwritten rules of traffic,
            and buy appropriate insurance.

          • Use of seat belts is mandatory in Spain, even within city limits.

          • Buy travel tickets only from authorized travel agents. Special offers should be checked
            with your program director.
24   Crisis Management Plan

                                         Other Safety Tips
     • Try to fit in by emulating the way Spaniards dress, act, or speak. Avoid bulky clothes,
       baseball caps, and speaking loudly in English. Spending time with Spanish friends
       rather than with groups of other Americans helps students fit in and at the same time
       eliminates many possible risks.

     • Avoid large crowds such as in demonstrations or sports events.

     • Do not participate in risky activities, such as the running of the bulls. There is a history
       of serious and mortal accidents among both tourists and Spaniards.

     • Be aware of cultural differences that don’t ordinarily pose threats such as piropos,
       stares, closer personal space, and greetings by kisses on the cheeks (among family
       and friends, not strangers). Being touched, followed, or emotionally or physically
       coerced into an unpleasant situation is not culturally acceptable.

     • Carry emergency contact numbers with you at all times. Useful numbers are
       included below.

                                 General Emergency Number:
                       Dial this number for:
                       • National Police (primary force dealing with crime)
                       • Emergency medical information and attendance
                       • Guardia Civil (police for inter-city highways and
                       rural areas)
                       • Firemen
                       • Emergencies

                       National 24-hour helpline for women: 900 191 010

                       U.S. Embassy in Madrid: 915 872 200
                                                                                                                                                 Crisis Management Plan                                  25

                                                                                                  Appendix 6
                                                                                               Wallet-Sized Cards

Fig. 1: Sample APUNE Card—Front                                                                                 Fig. 1: Sample APUNE Card—Back

       CARNET DE URGENCIAS                                                                                                          NUMEROS DE URGENCIA
   LA ASOCIACION DE PROGRAMAS UNIVERSITARIOS                                                                        MEDICO .............................. EN EE. UU.....................................
                                                                                                                    OTRO ..........................................................................................
     General Martínez Campos, 24 – 1.º – 28010 MADRID                                                               APUNE: Teléfonos..........................91 319 91 18 – 650 197 041
                                                                                                                             Fax:..........................................................91 308 57 04
                                                                                                                    POLICIA NACIONAL: ............................................................091
   NOMBRE....................................................................................................       POLICIA MUNICIPAL: ...........................................................092
   NACIONALIDAD.................................. PASAPORTE ................................                        GUARDIA CIVIL (Carreteras y zonas rurales):......................062
   CIUDAD.................................................. TEL. PART. ................................
                                                                                                                    URGENCIAS: ........................................................................ 112
   PROGRAMA...................................................... TEL. ................................             EMBAJADA DE LOS ESTADOS UNIDOS: ............91 587 22 00

Fig. 2: Sample Other Important Numbers Card—Front                                                               Fig. 2: Sample Other Important Numbers Card—Back
Teléfonos de Interés
                                                                                                                Mi familia en Málaga:
Emergencias                    112                      Servicios de seguridad
Servicios de salud                                      Policia local       092
Ambulancias                    061                      Policia nacional    091
Parque San Antonio             952 22 43 67             Guardia civil       062
Hospital civil                 951 03 03 00             Protección civil    952 12 66 50
Carlos Haya                    951 03 01 00             Bomberos            080
Clínico Universidad            951 03 20 00             Dickinson College
Transportes                                             Marcelo Borges casa 952 22 61 21
Aeropuerto                     952 04 88 04             Móvil (emergencias) 660 594 199
Autobuses                      952 36 72 00             Doug Preston móvil 649 764 031
RENFE                          902 24 02 02             Cursos              952 27 82 11
Taxis de Taxi-Unión            952 04 08 04             Despacho Dickinson 952 30 09 26
Embajada EE. UU.               91 587 22 00
Consulado (Málaga)             952 47 48 91

Fig. 3: Emergency Call Chain—Front                                                                              Fig. 2: Emergency Call Chain—Back

                                                                                                                Rich Hollins, 952 21 61 66, 646 783 964             Adam Partridge, 952 21 98 94, 696 077 362
Steps to Take in Case of Emergency                                                                              Jimi Cameron, 952 29 52 96, 646 783 989             Shawn Christian, 952 21 08 32, 609 283 469
If the emergency is sudden (a bomb, an explosion, a riot),                                                      Andy Charles, 952 29 34 70, 649 641 169             Laura Daimler, 952 21 94 32, 683 726 815
                                                                                                                Geoff Crowe, 952 20 14 83, 646 917 178              Liz Miller, 952 21 79 25, 679 372 154
1. Go home, stay with your host family, and do whatever they
                                                                                                                Alan Knapp, 952 29 75 59, 609 182 965               Karen Norris, 952 21 85 03, 636 773 310
     do. If you cannot get home, go to Professor Borges’ home,                                                  Brian Steiner, 952 29 54 30, 662 390 891            Bete Williams, 952 22 12 50, 636 771 168
     Paseo Marítimo Ciudad de Melilla, 11-5ºC.
2. Then call Professor Borges (home 952 22 61 21, cell 660 594 199)                                             Katie Spencer, 952 29 26 00, 697 550 171            Gabriel Mechanic, 952 29 71 36, 697 377 648
                                                                                                                Casandra Collins, 952 29 54 75, 676 427 390         Hank Browarnik, 952 20 04 20, 636 773 999
     or Doug Preston (cell 649 764 031) to tell him your precise                                                Jason Hemler, 952 20 75 71, 636 773 303             K.T. Clairmont, 952 29 15 26, 680 744 014
     whereabouts and what you are doing. If lines are busy, call your                                           Julie Hyung, 952 29 26 59, 662 390 874              Brian Oppenheimer, 952 29 66 79, 696 077 644
     team captain. Profesor Borges, Doug Preston, or your team                                                  Christine Kipp, 952 29 66 43, 696 077 435           Danielle Starr, 952 29 88 73, 638 720 843
     captain will give you instructions.                                                                        Jennifer Gezarian, 952 29 20 01, 638 727 654
If the emergency is less urgent, you will receive instructions from                                                                                                  Profesor Borges home 952 22 61 21
                                                                                                                Reba Klung, 952 20 22 30, 609 286 168
                                                                                                                                                                     Professor Borges cell 660 594 199
     Professor Borges or your team captain via telephone.                                                       Natalie Roberts, 952 29 58 23, 686 113 438
                                                                                                                                                                     Doug Preston cell 649 764 031
DO NOT call your parents. Professor Borges will contact                                                         Andi Robb, 952 29 36 73, 696 077 157
                                                                                                                                                                     Global Ed (001) 717-245-1341
                                                                                                                Burt West, 952 29 18 48, 662 390 892
     Global Ed, who will contact parents.                                                                                                                            Dickinson Emergencies (001) 717-245-1111
26   Crisis Management Plan

                                     Appendix 7
              Information Form for Personal, Nonprogram-Related Travel

                 Información de viajes fuera del programa

                 Málaga, __________ de ____________________ de 200___

                 Nombre y apellido:

                 Teléfono móvil en España:

                 Fechas de viaje:


                 Medio de transporte (tren, autobús, avión):

                 Fechas de salida y llegada a Málaga
                 (números de vuelo, fechas, horario de tren):

                 Nombre y número de contacto en caso de emergencia
                 (hotel, amigos):

                 Información adicional:

                  Dickinson College en Málaga
                  Profesor Marcelo J. Borges                   Teléfono: 952 22 61 21
                  Paseo Marítimo Ciudad de Melilla, 11-5ºC     Fax: 952 21 20 16
                  29016 Málaga                                 Correo electrónico: borges@dickinson.edu
                  España                                       http://www.dickinson-malaga.org
                                                                 Crisis Management Plan              27

                                        Appendix 8
                     Contact Information for Credit Protection Agencies
                   and Spanish Telephone Numbers for Major Credit Cards

Equifax                                        American Express
(+1) 888-567-8688                              (+34) 902 375 637 (toll-free from Spain)
(not toll-free from outside of U.S.)           N.B.: to cancel American Express travelers checks,
                                               (+34) 900 994 426 (toll-free from Spain). American
http://www.equifax.com                         Express Travelers Checks can only be replaced at an
                                               American Express office.
http://www.experian.com                        Diners Club
                                               (+34) 902 401 112 (toll-free from Spain)
http://www.transunion.com                      Mastercard
                                               (+34) 900 971 231 (toll-free from Spain)

                                               Visa International
                                               (+34) 913 626 200 or
                                               (+34) 902 114 400 (both toll-free from Spain)
                          On-Campus Contact Information
                                           Home               Office             Cell
Office of Public Safety
                                                               or -1349
Brian Whalen                                              717-245-1341
                                       717-240-1241                          717-439-6983
Executive Director, OGE                                           (1445)
Laurie Mossler                                            717-245-1341
                                       717-249-1168                          717-440-0416
Director, OGE                                                     (1664)
Brian Brubaker                                            717-245-1341
                                       717-254-9514                          717-226-6317
Associate Director, Study Abroad                             (254-8068)
Davis Tracy
Director, Counseling Center
Mary Arthur
Director, Health Center
Karen Faryniak
Assoc. V. P., College Relations

Advantage Travel                                          315-471-2222

                   Emergency Contact Information in Spain
Marcelo Borges                                                   Home (+34) 952 226 121
Director of Dickinson College in Málaga                          Cell (+34) 660 594 199
Douglas Preston                                                  Home (+34) 952 226 121
Program Associate                                                Cell (+34) 649 764 031
Alberto López                                                    Home (+34) 952 614 394
Local contact in case of emergencies                             Cell (+34) 606 844 914
Manuel (“Monolo”) Jiménez Bravo
                                                                 Cell (+34) 619 906 872
Local contact in case of emergencies
                                                                 Office (+34) 913 199 118
                                                                 Cell (+34) 650 197 041

National Police                                                  (+34) 091

Local (Municipal) Police                                         (+34) 092

Civil Guard (Guardia Civil)                                      (+34) 062

Fire Department                                                  (+34) 080

Ambulance                                                        (+34) 112

U.S. Embassy in Madrid                                           (+34) 915 872 200

To press charges in the event of rape or sexual assault          (+34) 902 102 112

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