CRITICAL INCIDENT GUIDELINES AND PROCEDURES


Date approved:	5 April 2006	Date Guidelines will take effect:	5 April 2006	Date of Next Review:
Approved by:	Academic Registrar
Custodian title & e-mail address:	Academic Registrar davidchr@uow.edu.au
Author:
Responsible Faculty/ Division & Unit:	Academic Registrar’s Division
Supporting documents, procedures & forms of these guidelines:
References & Legislation	Higher Education Support Act, 2003 (Commonwealth) Education Services for Overseas Students Act, 2000 (Commonwealth) The National Code of Practice for Registration Authorities and Providers of Education and Training to Overseas Students
Audience	Public – accessible to anyone
Expiry Date of Guidelines:	Not applicable

1 Introduction / Background 3
2 Scope / Purpose 3
3 Definitions 3
4 Recommended Procedure: Critical Incident Involving a Student 4
5 Preliminary Action by Academic Registrar's Division 4
6 Recommended Procedure - Missing Persons 5
7 Medical Officer 5
8 Ongoing Liaison 5
9 Concluding Steps (initiated by Academic Registrar or delegate) 6
10 Roles & Responsibilities 6
11 Version Control Table 6

1 Introduction / Background

1. The purpose of these guidelines and procedures is to provide a clearly articulated position that is widely known so that when a staff member becomes aware of a critical situation involving a student(s), they can alert the necessary person(s). This will minimise the risk of independent action and assist in ensuring that each case is managed effectively and compassionately. It will also protect the institution from conflict or ill will with those involved, including the family of the student, and emergency services.
2. There is a need to have a clearly articulated position that is widely known so that when a staff member becomes aware of a critical situation involving a student(s), they can alert the necessary person(s). This will minimise the risk of independent action and assist in ensuring that each case is managed effectively and compassionately. It will also protect the institution from conflict or ill will with those involved, including the family of the student, and emergency services.
3. Our response needs to be timely and professional, and also as personal and sincere as possible. The incident may vary in terms of the scale of the emergency, the level of response required and the level of media interest.

2 Scope / Purpose

1. The Critical Incident Intervention Guidelines and Procedures applies to all UOW students unless otherwise stated.
2. Excluded from the scope of these guidelines and procedures are students enrolled at UOW Dubai.
3. Some international students may have special needs because they will not have close family available to offer support and the University would want to try to assist in these cases. These guidelines and procedures address issues from the perspective of students resident in Australia. A separate procedure for outgoing exchange students is being developed by the Manager, Study Abroad.

3 Definitions

Word/Term	Definition
Critical incidents	May include: arrest; being the victim of crime; death; emergency medical evacuation; hospitalisation; mental illness; sexual assault; and reporting of missing persons who are students.
Halls of Residence	University student accommodation
International or overseas student	A student who is not a domestic student. This includes students on temporary residence visas
Student	a person registered for a course

4 Recommended Response Procedure: Critical Incident Involving a Student

1. In the event of death, serious injury or illness, arrest or other serious incident involving a student of the University of Wollongong, the Police or other relevant emergency service agency should contact the University Security Services. Where the situation is first identified by (or referred to) the University Security Services, Security Services should contact the relevant emergency service agency.
2. Security Services has access to student records for the purposes of verifying details to assist emergency services. Particulars of the student’s home address are to be provided only in cases where the individual is incapacitated and unable to provide these particulars themselves.
3. Security Services should immediately alert both the Academic Registrar's Division and the Media Officer.
4. During office hours the Academic Registrar's Division point of contact is the Academic Registrar, (Ext. 3943, email david_christie@uow.edu.au). The Media Unit point of contact is the Media Manager (Ext 5942).
5. It is the responsibility of these officers to judge whether the circumstances are such as to warrant any further immediate action.
6. Where the matter arises after office hours, Security Services have after hours contact details for key staff.
7. After receiving notification, the Academic Registrar (or designated ARD officer) will assess the situation and organise any additional support required. This may involve liaison with:

a. the Head of a Hall of Residence;
b. International Student Adviser;
c. The Manager, Study Abroad.

8. Depending on the scale and nature of the event, responsibility for managing the situation might be transferred to another officer within the University.
9. All internal communication is channelled through the Academic Registrar. All comment to the media is through the Media Officer.
10. Any direct contact with the family/next of kin in an official capacity is to be through the Academic Registrar.

5 Preliminary Action by Academic Registrar's Division

1. The following actions should be taken by the responsible staff of the Academic Registrar’s Division:

a. Access the relevant student record to verify details, including contact information.
b. Gather background details of the incident from the informing source if possible and appropriate.
c. If relevant, confirm with Security Services that the Police or the relevant emergency services agency has been in contact with next of kin/family.
d. Where the circumstances are considered to have some implications in relation to or arising from the University’s public profile, the Vice-Chancellor and Vice Principal (Administration) are to be briefed by the Academic Registrar or the Senior Manager, Business Solutions.
e. The Academic Registrar (or delegate) will provide timely advice to the following:

i. Chaplain
ii. Counselling Centre
iii. Dean of Students
iv. Vice-Chancellor, Deputy Vice-Chancellor, Deputy Vice-Chancellor (Academic), and Vice-Principal (Administration)
v. Relevant Faculty (advising Dean and relevant Heads of Department)
vi. Hall of Residence (if applicable)
vii. Wollongong University Students Association Advocacy Officer
viii. UniAdvice (where the student is an international students) to facilitate advice to the agent and/or funding authority and/or home institution)
ix. Manager, Study Abroad (if applicable)
x. Research Students Centre (if applicable)
xi. Security Services, if notification is not through that channel
xii. Library (for action regarding any loans)

f. Where the student is an international student, advise the Consulate/Embassy (where support such as travel for the family of the student may be available).

6 Recommended Procedure for Missing Persons

1. From time to time, parents or other family members of a student or recent graduate may contact the University to report that student or graduate as missing. These enquiries should be referred to the Academic Registrar.
2. In the first instance, the relative should be referred to the Police. However, there are circumstances where the family may be reluctant to pursue that option and if so, the following charitable organisations may be a suitable alternative.
3. Depending on the advice provided by the family, Student Services should be consulted to ascertain whether it has had any contact with the student and/or has current contact with the student, through which a message may be passed.
4. If a current student address is on the Student System, the University may offer to send a letter on behalf of or from the family to that address or to telephone using the last known contact numbers on the student's record. Generally, you must be very aware of the privacy constraints in passing any information to the family.
5. The Salvation Army (Telephone (61 2) 9211 0277) offer a family tracing service. However, due to its international protocol, it will not initiate enquiries in Australia. The student’s relatives should be advised to contact the Salvation Army in their home country. The Salvation Army operates in 100 countries. This applies even if the family have arrived in Australia to look for their relative. If the Salvation Army locates the "missing" person, it will request the person to let their family know they are safe.
6. Mission Australia (24 hours Support Line - Freecall 1800 227 772) has a Family and Friends of Missing Persons support line. It offers support and a referral service.

7 Media Officer

1. The Media Officer is responsible for responding to media enquiries and will, where appropriate, make statements on behalf of the University.

8 Ongoing Liaison

1. The Academic Registrar or delegate, will take responsibility for managing the case including, where necessary, liaison with:

a. Police;
b. Medical Services;
c. Media Officer - to be kept informed;
d. Family - ongoing contact (assist with travel and accommodation, as necessary); and
e. Vice-Chancellor - for information, and where an ex gratia payment is made to assist with travel and accommodation.

9 Concluding Steps (initiated by Academic Registrar or Delegate)

1. In the event of a student death:

1.1. An appropriate person, who has had some relationship or contact with the student, is to compose a letter conveying condolences. The relevant Dean will be consulted to assist in identifying someone who was familiar with the student. Where the student was a resident, the Head of the Hall of Residence will also be invited to provide input. The Academic Registrar will recommend whether the Vice-Chancellor or another senior person, such as a Dean, should sign the letter of condolence. The final decision will depend on the circumstances
1.2. Student System details should be adjusted (and arrangements for refunds of fees as entitled)
1.3. Financial Services, the Library and Information Technology Service should be informed to enable adjustment of relevant records;
1.4. Ensure that any personal effects are returned to the next of kin. For international students bank accounts may need to be closed, and any other personal property disposed of, in consultation with the family.

10 Roles & Responsibilities

1. University Security Services plays a pivotal role, and may be the first point of contact.
2. The Academic Registrar's Division is responsible for disseminating information to appropriate people within the University and responding to any special needs that might emerge.
3. The Media Officer is responsible for responding to media enquiries and will, where appropriate, make statements on behalf of the University.

11 Version Control Table

Version Control	Date Effective	Approved By	Amendment
1	5 April 2006	Academic Registrar	New Procedure
2	6 May 2009	Vice Principal (Administration)	Migrated to UOW Procedure Template as per Policy Directory Refresh

Last reviewed: 20 May, 2009

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