crisis management workshop for the international student and scholar services office nafsa national...
TRANSCRIPT
Crisis Management Workshop for the
International Student and
Scholar Services Office
NAFSA National Conference San Diego, May 2014
Dr. Patricia Burak, Ph.D Syracuse University Director, International Student & Scholar Services
Sean Milton, M.S., MTESL Northern Arizona University ISSS Adviser
Deborah Parris, BSBA, M.S. (in progress) Embry-Riddle Aeronautical Univ.
Associate Director, Center for International Programs & Services
Presenters
Share with your table: Name Institution Role at your school One thing you hope to learn from this workshop
Table Discussion
Agenda Concept of Crisis Management KC-ISSS Task Force and Resource Library Areas of Impact Pre-crisis Preparation Sample Checklists Case Studies Post-crisis
Crisis Management Workshop
What is the Value in Having a Crisis Management Plan?
Crisis is the period of time that warrants immediate action because it is the period of danger or uncertainty. Crisis can arise due to our faults, lack of attention or unforeseen circumstances. It can be in any area like economic crisis, political crisis or even a
family crisis. Crisis management helps us to emerge from this crisis successfully, without incurring heavy loss. Presence of mind
and timely execution of a good plan are the keys to get out of crisis. A Chinese proverb goes thus, “a crisis is an opportunity
riding the dangerous wind”.
http://www.searchquotes.com/quotes/about/Crisis/
Concept of Crisis Management
The Big Picture Make a plan Build relationships and connections ahead of time Understand how campus system work Understand roles and responsibilities Believe that one individual can make a difference
Concept of Crisis Management
KC-ISSS Task Force and Resource Library
Checklists Currently Available Before, During, and After a Crisis:
Questions to Ask Responding to a crisis in a
student’s/scholars home country Responding to a international
student/scholar death Responding to a missing
student/scholar Responding to a serious injury of a
student/scholar Working with international students and
scholars with mental health issues Responding to a world-wide crisis (e.g.
H1H1) Responding to arrest of a nonimmigrant
student
NAFSA’s Comprehensive Resource on Crisis Management
Areas of Impact Academic Family Immigration Financial Cultural
Impact on Student or Scholar
Assessment Survey
Are you prepared for a crisis?
Crisis management begins before a crisis happens. International student and
scholar advisers must plan in advance to ensure that they have the resources they need, that responsibilities have
been clarified, that lines of communication are open, and that responsibilities are clear. Thorough preparation will allow for a more
effective response once a crisis occurs, improving the process for our students,
scholars, and institutions.
Before a Crisis
Responsibility Support structure on
campus Determining roles
Resources Campus Community
Relationships Building connections
Pre-Crisis: Factors to Consider
International Populations Graduate Undergraduate Exchange Sponsored Non-degree
Pre-Crisis: Responsibility
ESL students Visiting scholars Are there populations that you
AREN’T responsible for but YOU will get the call?
Responsibility for these groups regarding crisis management
Your office’s role Other offices on campus and
their role
Determine institutional responsibility
Consult with legal affairs on campus
Pre-Crisis: Responsibility
What’s available on campus and in the community? Campus health insurance / institutional contractor Campus health center Institutional risk management offices Community health centers and hospitals
Are students/scholars provided resources in advance that will help them respond to a crisis?
What are the considerations of students/scholars accessing particular resources?
Immigration Financial Eligibility Legal/ Public Welfare
Pre-Crisis: Resources
Connections Dean of students office Campus security/police University communication (to handle the media) Risk management Residence life Counseling and psychological services Campus health Campus office for relationship violence, Human resource office for employee assistance (for scholars) University attorney's office
Pre-Crisis: Communication & Relationships
Established lines of communication for emergencies Phone tree Is your office a part of that
communication plan? After hours phone number or
emergency phone
Pre-Crisis: Communication/Relationships
Consider: Is your campus insurance policy adequate?
Is it required?
Is it waived (and when)?
Who on your campus is the contact?
Pre-Crisis: The Campus Health Insurance Policy
Consider: Who is the authority on your campus regarding the FERPA and
HIPAA policies?
Are you familiar enough with FERPA and HIPAA?
What forms/procedures are used on your campus to waive FERPA/HIPAA?
FERPA & HIPAA Online resources:
www2.ed.gov/policy/gen/guid/fpco/brochures/postsec.pdf
www.caring.com/forms/hipaa-release-form/free-hipaa-release-form.pdf
www.hhs.gov/ocr/privacy/
Pre-Crisis: Campus FERPA and HIPAA Practices
Crises in a student's or scholar's home country may
be political, social, economic, environmental, or health-related. Floods, tsunamis,
earthquakes, political upheaval and war throughout
the world can cause enormous stress for those
affected.
Responding to a Crisis in aStudent's or Scholar's Home Country
Resource Checklist Contact your Counseling Center
provide additional counselors/advisers group sessions Contact HR and Employee Assistance Program Contact International Student Organizations Contact local immigrant communities Provide embassy/consulate contact information Arrange for the student to call home Stay informed of special immigration benefits Consider financial implications; provide temporary assistance from
university Research financial resources
Responding to a Crisis in aStudent's or Scholar's Home Country
Responding to an International Student or Scholar Death
Recognize that some university protocol may not be sufficient for the
unique needs of an international student or scholar. Be prepared to offer support to various
offices as needed. Have a comprehensive, shared,
and readily available written plan.
Resource Checklist
Create a case file and include the following items: Print outs of the student's or scholar's records from the institution's information systems Contact page template
Contact appropriate people on campus Contact student’s home consulate www.state.gov/documents/organization/115480.pdf Contact your institution's sponsoring health insurance company regarding repatriation
procedures Don’t disclose information unless pertinent (FERPA) Contact counseling center and/or Employee Assistance Program Determine what campus constituencies are affected
roommates, classmates, colleagues, faculty, staff Counselors to classroom Possible memorial service
Responding to an International Student or Scholar Death
Resource Checklist (continued) Discuss more formal announcements (e.g. newspaper article) with
university relations Offer condolences in a culturally appropriate manner Advise the family of the appropriate documentation needed to
process/close the deceased student's or scholar's records Upon receipt of official documentation, draft and distribute an official
death notification for designated university Update SEVIS if necessary Assist with arrangements for the student's belongings, including academic
work, to be returned to the family
Responding to an International Student or Scholar Death
Perceptions of, and reactions to, mental crises are rooted in cultural norms. This
can make it difficult to communicate with a student's family, sponsoring agency, or
home institution regarding the crisis. While reacting to a mental health crisis, be aware that cultural differences will
make it challenging to communicate with parties from different cultural
backgrounds.
Working with Students withMental Health Issues
Know the Warning Signs Noticeable change in behavior Change in appearance Sporadic communication patterns Declining grades Missing classes, work, meetings, or
appointments Beginning to socially isolate
themselves Bizarre behaviors
Working with Students withMental Health Issues
Resource Checklist Encourage the student/scholar to seeking counseling services Assess the situation If you feel threatened or concerned:
Call the campus security Call another colleague into the situation
If you suspect the student/scholar is in danger or missing Work with counseling office & campus security Refer to "Responding to a Missing International Student or Scholar“
checklist Determine your level of involvement
Working with Students withMental Health Issues
Resource Checklist (continued) If involved, create a case file, and include the following items
Records Contact page
Determine if the student/scholar has restricted directory information If appropriate, seek to speak with the student/scholar yourself When speaking with student/scholar, be an active listener Utilize resources on campus that can assume specific responsibilities of
the situation Counseling services Health services Employee Assistance Program
Working with Students withMental Health Issues
Resource Checklist (continued)
If appropriate, check with other points of contact to assess the student's/scholar's level of crisis.
Consider meeting together to create a plan to support the student/scholar Establish "lead" contact person in the appropriate campus departments Contact the student's or scholar's academic connections
– Dean's office of the student's college, department of the employee– Academic adviser, supervising professor, faculty members, teaching assistants
Contact relevant campus units– Campus police department (to see if the student/ scholar has been involved in
any incidents), housing staff, residence hall director, apartment coordinator If severe, it may be necessary to contact family members or emergency contacts
Working with Students withMental Health Issues
Resource Checklist (continued)
Gather information concerning health insurance benefits. If a student/scholar has access to additional mental health services or facilities, it's important to note. Determine if the student has medical evacuation services, and if deemed necessary, know the process.
If student/scholar is able to continue, monitor the student's/scholar's well-being during the course of their program.
If the student/scholar is not able to continue, assist in making plans for departure and settling affairs. If medical evacuation is necessary, work with insurance provider.
Working with Students withMental Health Issues
It is difficult to set a specific time frame in which to
consider a student or scholar as missing. Each case must
be considered on an individual basis, taking into
account the circumstances of the case.
Responding to a Missing Student or Scholar
Responding to a Missing Student
If the student or scholar is found during the course of this investigation, there may be a variety of other protocols to consider.
The student or scholar may need additional services including healthcare, mental healthcare, and legal assistance.
If the student or scholar has not been found after exhausting all resources, work with family members and local authorities to
discuss the possibility of filing an official missing persons report. Continue to keep records of all communication.
International students may not understand the U.S. criminal justice system, and their legal situation could be complicated
because of their immigration status. International advisers should follow established campus policies and procedures in
providing advice and assistance. In particular, it is important to limit advice to the areas of staff expertise and refer the student
to qualified practitioners when expert advice is required.
Responding to the Arrest of a Non-Immigrant Student
Resource Checklist Understand that any conversation that
you have with the student could be used in a judicial proceeding
Student should seek counsel from both a criminal and immigration attorney, offer assistance in seeking counsel if possible
If necessary, notify key offices on campus Consider whether or not the Office of
Public Affairs should be informed If the students requests, utilize campus
channels to notify academic department (student unable to attend classes
Responding to the Arrest of a Non-Immigrant Student
Resource Checklist (continued) Speak with police to determine:
Where student is being held What charges have been filed Other pertinent details regarding the case If student’s consulate has been notified by law enforcement http://
www.ice.gov/doclib/secure-communities/pdf/secure-communities-training-plan.pdf
If bail has been set, offer to assist student in contacting family and friends to see if they can offer help
Offer assistance to family traveling from abroad In case of serious offences, student may be temporarily removed from
campus. May need assistance in finding housing Help student to understand the difference between campus proceedings and
criminal court process
Responding to the Arrest of a Non-Immigrant Student
Resource Checklist (continued) Determine whether or not student’s SEVIS record will be terminated. If
student is in your exchange visitor program, you may be required to report the incident to Department of State
Special Note about Scholars Scholars may not be afforded the same benefits as students, such as access
to resources on campus Scholar who is an employee of the campus may be subject to employee
disciplinary procedures
Responding to the Arrest of a Non-Immigrant Student
Group Case Studies Crisis in a home
country Student in mental
health crisis Injury and death of a
student
Case Studies
When the crisis is over or has passed is a time to wrap up responsibilities, but also an important time to reflect and to learn. No crisis is managed perfectly. Mistakes are made and processes sometimes do not work as planned. While our instincts are to put the past behind us and move forward, we do so at the
cost of improving our ability to manage crises in the future.
Post Crisis
What follow up is needed? Ensure that everyone involved in the crisis is okay Thank those that helped you respond to the crisis. If appropriate, engage in culturally sensitive follow-up with the
student/scholar's family and friends.
What documentation needs to be kept? Secure all documentation Print all e-mails and file them Make detailed notes of what happened
who was involved and their contact information
Post Crisis
ReflectionHow would you handle a similar crisis in the future? Discuss what information could be given to students or scholars in advance to
avoid this kind of crisis Explore how office policies could be changed to reduce the likelihood of having this
crisis occur again Identify the resources that you used in responding to the crisis. If they were
inadequate, make the changes necessary to ensure that you have adequate resources in the future
Determine if processes worked as they were meant to or if changes need to be made. Think about whether communication between different offices on campus worked well
Post Crisis
Remember:• Be proactive in your preparations• Consider best practices, consider reality (budget, etc.)• Be empathetic, professional, conscientious, reliable• Reach out for help (NAFSA)• Protect yourself, and your office• Know the limits of your responsibilities
Post Crisis
Thank you –
Pat Burak, Syracuse, [email protected] Sean Milton, Northern Arizona, [email protected]
Debi Parris, Embry-Riddle, [email protected]
Crisis Management Workshop