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Critical Incident Intervention
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TABLE OF CONTENTS
Background
There is a need to have a clearly articulated procedure
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.
Our response needs to be timely and professional, and
also as personal and sincere as possible. 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. The incident may vary in terms of
the scale of the emergency and the level of media interest.
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. This procedure addresses issues
from the perspective of students resident in Australia.
A separate procedure for outgoing exchange students
is being developed by the Manager, Study Abroad.
Key Roles and Steps
The University Security Service plays a pivotal role,
and may be the first point of contact. 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.
Recommended Procedure: Critical
Incident Involving a Student
- 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
emergency service contacts the University Security
Service. Or, when the situation is first identified
by (or referred to) the University Security Service,
the Security Service contacts the relevant emergency
service.
- Security has access to student records for verifying
details to assist emergency services. Particulars
of home address are to be provided only in cases where
the individual is incapacitated and unable to provide
these particulars themselves.
- Security immediately alerts both the Academic Registrar's
Division and the Media Officer.
- 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 Bernie Goldie,
Ext 5942
It is the responsibility of these officers to judge
whether the circumstances are such as to warrant any
further immediate action.
After office hours, contact University Security who
have after hours contact details for key staff.
- 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:
5.1 The Head of a Hall of Residence.
5.2 International Student Adviser
5.3 Manager, Study Abroad.
Depending on the scale and nature of the event responsibility
for managing the situation might be transferred to
another officer within the University.
- All internal communication is channelled through
the Academic Registrar. All comment to the
media is through the Media Officer.
- Any direct contact with the family/next of kin
in an official capacity is to be through the Academic Registrar
- Preliminary Action by Academic Registrar's Division
8.1 Access student record to verify details, including
contact information.
8.2 Gather background details of the incident from
the informing source if possible and appropriate.
8.3 Confirm with Security that the Police or Emergency
Service has been in contact with next of kin/family.
8.4 Where the circumstances are considered to have
some public relations implications, the Vice-Chancellor
and Vice Principal (Administration) are to be briefed
by the Manager, Student Administration.
8.5 The Academic Registrar (or delegate) will provide timely
advice to the following:
8.5.1 Chaplain
8.5.2 Counselling Centre
8.5.3 Dean of Students
8.5.4 Vice-Chancellor, Deputy Vice-Chancellor, Pro
Vice-Chancellor (Academic), Vice-Principal (Administration))
8.5.5 Relevant Faculty (advising Dean and relevant
Heads of Department)
8.5.6 Residence (if applicable)
8.5.7 Students' Representative Council, Welfare Officer
8.5.8 Manager, UniAdvice for international students
(to advise agent and/or funding authority and/or home
institution.
8.5.9 Manager, Study Abroad (if applicable)
8.5.10 Office of Research
8.5.11 Security, if notification is not through that
channel.
8.5.12 Library (for action regarding any loans)
If an international student, advise Consulate/Embassy
(as they often provide support such as travel for
the family).
- Recommended Procedure - Missing Persons
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.
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.
Depending on the advice provided by the family, you
may wish to check with Student Services to ascertain
whether they have had any contact with the student
and have current contact with them, through which
a message maybe passed. If a current student address
is on the system, you may offer to send a letter on
behalf of or from the family to that address or to
call phone contact numbers on the student's record.
Generally, you must be very aware of the privacy constraints
in passing any information to the family.
Salvation Army - Phone (61 2) 9211 0277
The Salvation Army have a family tracing service,
however, due to their international protocol they
will not initiate the enquiry in Australia. The relatives
have to contact the Salvation Army in their home country
(they operate in 100 countries) and they in turn contact
Australia. This applies even if the family have arrived
in Australia to look for their relative. If the Salvation
Army find the "missing" person they in turn
ask them to let their family know they are all right.
Mission Australia
24 hours Support Line - Freecall 1800 227 772
This is a Family and Friends of Missing Persons support
line. They offer support and a referral service.
- Media Officer
The Media Officer is responsible for responding to
media enquiries and will, where appropriate, make
statements on behalf of the University.
- Ongoing Liaison
The Academic Registrar or deleagte, will take responsibility
for managing the case including, where necessary,
liaison with:
10.1 Police
10.2 Medical Services
10.3 Media Officer - to be kept informed
10.4 Family - ongoing contact (assist with travel
and
accommodation, as necessary)
10.5 Vice-Chancellor - for information, and where
an ex gratia payment is made to assist with travel
and accommodation.
- Concluding Steps (initiated by Academic
Registrar or delegate)
In the event of a student death:
11.1 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 will also be invited to make
an input.
The Deputy 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.
11.2 Adjust Student Information System details (refunding
fees as entitled) and advise Finance, Library and
Information Technology Service (cancellation of email).
11.3 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.
Last revised:
April 5, 2006
Last updated: October 20, 2004
Comments and Questions: Academic
Registrar's Division
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