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, paburak@syr.edu Sean Milton, Northern Arizona, sean.milton@nau.edu

Debi Parris, Embry-Riddle, parrisd3@erau.edu

Crisis Management Workshop