Dcument Name CRITICAL INCIDENT POLICY AND PROCEDURES Dcument Number PO-GEN-06 Dcument Status Authr Chief Executive July 2012 Apprved by Management Cmmittee July 2012 Publicatin Issue 5E March 2015 Review Date Review f Issue 5E July 2015 CRICOS Cde 02664K PO-GEN-06 1 Issue 5E, March 2015
INTRODUCTION In the event f a critical incident, Excelsia Cllege recgnises that apprpriate planning and infrastructure must be in place t ensure the prvisin f all necessary supprt services. This dcument utlines Excelsia Cllege prcedures fr managing a critical incident, ensuring that Excelsia Cllege has: an effective apprach in respnding t critical incidents as they ccur; apprpriate supprt and cunselling services available t thse affected; apprpriate training and infrmatin resurces prvided t staff. Under Standard 6 f the Natinal Cde 2007, higher educatin prviders must supprt students t: adjust t study and life in Australia; achieve their learning gals; and achieve satisfactry academic prgress twards meeting the curse learning utcmes. Under Standard 6.4 the registered prvider must have a dcumented critical incident plicy tgether with prcedures that cvers the actin t be taken in the event f a critical incident, required fllw-up t the incident, and recrds f the incident and actin taken. The Critical Incident Manual is designed t assist bth thse with primary respnsibility fr the management f critical incidents and ther staff and students t respnd apprpriately in the event f a critical incident. POLICY STATEMENT Excelsia Cllege recgnises and accepts the duty f care wed t its students in respect f the planning and management f critical incidents. SCOPE The critical incident prcedures apply t dmestic and internatinal students enrlled at Excelsia Cllege. In the case f critical incidents ccurring n-campus, the Wrk Health and Safety (WHS) plicies and prcedures cver all persns n site at the time f the incident students, staff and visitrs. DEFINITION A critical incident is defined by the Natinal Cde as a traumatic event, r the threat f such (within r utside Australia), which causes extreme stress, fear r injury. Critical incidents are nt limited t, but culd include: missing students; severe verbal r psychlgical aggressin; accidents, fires, natural disasters; death, serius injury r any threat f these; issues such as dmestic vilence, sexual assault, drug r alchl abuse. terrrist activities. Nn-life threatening events culd still qualify as critical incidents. CRICOS Cde 02664K PO-GEN-06 2 Issue 5E, March 2015
STAFF TRAINING The Cllege is cmmitted t the prfessinal develpment f staff in relatin t respnding t critical incidents. The Chief Executive will be respnsible fr initiating and crdinating the prvisin f staff training and engaging, where necessary, prfessinal supprt. Excelsia Cllege staff will be made aware f the critical incident plicy and prcedures and be given apprpriate training t ensure the duty f care fr dmestic and internatinal students is prminent in their thinking. REVIEW AND EVALUATION A review and evaluatin f the respnse t the critical incident will be cnducted after each critical incident, and the prcedures reviewed by the Critical Incident Management Team and/r ther stakehlders. Changes t the plicy and prcedures, including updating resurces, will be made as sn as practicable fllwing the review and evaluatin. PROCEDURES 1. GUIDING PRINCIPLES These prcedures are intended t serve bth as an educatinal aid that encurages prir thught and preparatin fr ptential crises and as an immediate respnse dcument that can be utilised quickly in the event f an emergency. This dcument is nt intended t anticipate every scenari; hwever, it is meant t be thrugh enugh t prvide a structured plan fr respnding t varius situatins that are deemed critical. When a student dies r sustains serius injury, the Cllege may be required t assist the student s family. This may include: hiring interpreters making arrangements fr hspital/funeral/memrial service/repatriatin btaining a death certificate assisting with persnal items and affairs including insurance issues assisting with visa issues. The safety and security f students and staff are the tp pririties f the Cllege during any critical incident r crisis. The Critical Incident Management Team will priritise attending t essential, initial steps t ensure prtectin f lives, and/r seek immediate care fr injured r affected students. Reprting and recrding will take secnd pririty, and be cmpleted as sn as pssible. 2. ACTION PLAN The Critical Incident Management Team will set in mtin a critical incident actin plan t manage varius aspects arising frm the incident, including cmmunicatin strategies. This will include: creating and disseminating a plan and its prcedures; a review f the plan; staff develpment and training; media management. Critical Incident Management Team (CIMT) The CIMT will cnsist f the fllwing full-time staff: Chief Executive (Chair) Head f the Schl f Cunselling (Crdinatr) Chief Financial Officer Chaplain Registrar PO-GEN-06 3 Issue 5E, March 2015
Manager Human Resurces (Minutes, Recrds), and Other key stakehlders as determined by the Team. Respnsibilities When a critical incident ccurs, the Chief Executive will nrmally call a meeting f the CIMT. The CIMT is respnsible thrugh the Head f the Schl f Cunselling fr: 3. REPORTING assessing risks and respnse actins; liaisn with emergency and ther services; cntact with students relatives and ther apprpriate cntacts; liaisn with ther external bdies, such as hme stays, carers r freign embassies; cunselling and managing students and staff nt directly invlved in the incident; writing reprts fr the Department f Industry, Innvatin, Science, Research and Tertiary Educatin (DIISRTE) and the Department f Immigratin and Citizenship (DIAC); maintaining apprpriate student files and the critical incident file. The Head f the Schl f Cunselling will be respnsible fr cmpleting required reprts n every critical incident fr dmestic and internatinal students. The Educatinal Services fr Overseas Students Act 2000 (ESOS Act) requires the Cllege t ntify DIISRTE and DIAC as sn as practical after the incident. In the case f the death f an internatinal student r ther absence affecting the student's attendance, the Registrar will reprt the incident via PRISMS. Reprting will take accunt f the infrmatin privacy principles at http://www.privacy.gv.au/publicatins/index.html#g In additin, the fllwing may need t be ntified: student accmmdatin r Hmestay prvider; Library; Infrmatin Technlgy Services. 4. RECORDING The Head f the Schl f Cunselling will be respnsible fr recrding all infrmatin pertaining t a critical incident with the supprt f staff and and/r students invlved, and fr maintaining these recrds in the Critical Incident File. The Registrar will maintain apprpriate recrds in the student file. In additin t the student database, Excelsia Cllege maintains hard cpies f student details n student files, including student s current address and telephne numbers, emergency cntact details, next f kin details, agent r spnsr (if applicable), and medical infrmatin if applicable. Key Details t be Recrded Key details t recrd include the time, lcatin and nature f the incident (e.g. threat, accident, death r injury), names and rles f persns invlved (e.g. staff, dmestic r internatinal student). Any actin taken in regard t a critical incident will be recrded n an Incident Reprt t include utcmes r evidence if the incident is referred t anther persn r agency. 5. RESPONSE In the case f an n-campus incident, the staff member first n the scene will taken any necessary life saving r prtectin measures, such as administratin f first aid r cntacting the nearest First Aid Officer. A staff member receiving ntificatin f a critical incident n r ff campus cntacts the Chief Executive r the Head f the Schl f Cunselling. The Chief Executive r Head f the Schl f Cunselling urgently deals with any emergency situatin, and then cnvenes a meeting f the CIMT and ther staff invlved t make decisins as t hw t prceed. The CIMT will: create fr themselves a clear understanding f the knwn facts; plan an immediate respnse; PO-GEN-06 4 Issue 5E, March 2015
plan nging strategies; allcate individual rles/respnsibilities fr nging tasks; and appint ne member f the Team t keep recrds f meeting cntent and decisins. Cmmunicatin As sn as pssible the Chief Executive will liaise with relevant staff t prepare a cmmunicatin plan and nminate a spkespersn. Cmmunicatin may include: respnse and nging strategies including individual rles and respnsibilities liaisn with plice, dctrs, hspital staff and ther relevant prfessinals legal assistance if required fllw-up letters t family incident reprt fr the Cllege s recrds. The Chief Executive is the nly persn wh will address the media. N ther staff member is t speak t the media abut the incident. Immediate Respnse The fllwing issues will be cnsidered. Cntact with next f kin/significant thers ascertain the mst apprpriate manner f cntact (hme phne, mbile, etc). Arrangements fr infrming staff and students. Guidelines t staff abut what infrmatin t give students. A written bulletin t staff if the matter is cmplex. Briefing staff and delegating a staff member t deal with telephne and persnal enquiries (Receptinist, PA, etc). Managing media/publicity. Identificatin f students and staff members mst clsely invlved and thus mst at risk: thse directly invlved persnal friends and family f thse invlved thers wh have experienced a similar past trauma, and ther students, staff, etc. Arranging a time and place fr an initial grup/individual debriefing sessin with Cunsellrs. In this sessin, an pprtunity is given t share the impact f the event, discuss varius interpretatins f the event in cultural/ethnic terms, the resulting sense f vulnerability, the experience f painful emtins, and the nrmalisatin f reactins. Organising a tasks timetable fr the next hur/s, day/s, etc. Planning nging feedback and regular meetings s that the crdinating team is cntinually in tuch and wrking tgether. Cnfirming access t emergency funds if necessary. Onging and Fllw up Respnse These issues may need t be discussed at subsequent meetings f the CIMT: WHO will FOLLOW UP? Availability f mbile phnes Ntificatin f and liaisn with Spnsr/Agent if applicable Arrangements fr visits t/frm Family Liaisn with Plice, Dctrs, Hspital Staff PO-GEN-06 5 Issue 5E, March 2015
Hiring Independent Interpreters Death Ntices Funeral/Memrial Service Arrangements Refund f student s fees t pay repatriatin r assciated expenses Cpy f Death Certificate Cnsideratin f persnal items and affairs (husehld and academic) Insurance Matters, Overseas Student Health Cver (OSHC), Ambulance Cver Frmal Stress Management interventins required fr students and/r staff (release frm classes, leave, rescheduled assessment r exams) Liaisn with Academic Staff Arrangements fr further debriefing sessins fr grups/individuals as required Liaisn with DIAC if studies will be interrupted Fees issue t be reslved if student cannt cntinue with their studies Legal Issues: helping students get access t legal assistance if required Arrangements fr further debriefing sessins fr grups/individuals as required Fllw up cndlence r ther letters t Family Financial Assistance fr families f affected persn(s) if residing in Australia Organising students/staff fr hspital visits. Recvery Timeline The successful management f critical incidents depends n the Cllege taking apprpriate actin and prviding supprt during and after a critical incident. The recvery timeline fllwing a critical incident varies, depending n the circumstances. Here is a general guideline. Immediately (and within 24 hurs) Gather the facts; Ensure safety and welfare f staff and students and arrange fr first-aid if necessary; Where pssible ntify the time and place f the debriefing t all relevant persns; Manage the media; Set up a recvery rm; Keep staff, students and parents infrmed. Within 48-72 hurs Arrange cunselling as needed; Prvide pprtunities fr staff and students t talk abut the incident; Prvide supprt t staff and helpers; Restre nrmal functining as sn as pssible; Keep parents infrmed. Within the first mnth Arrange a memrial service, if apprpriate; Encurage parents t participate in meeting t discuss students welfare; Identify behaviural changes and the pssibility f pst traumatic stress disrder and refer t Health Cntacts fr Mental Health Services; Mnitr prgress f hspitalised staff r students; PO-GEN-06 6 Issue 5E, March 2015
Mnitr mental and physical health f all helpers; Debrief all relevant persns. In the lnger term Mnitr staff and students fr signs f delayed stress and the nset f pst traumatic stress disrder refer fr specialised treatment; Prvide supprt if needed. In the lng term Plan fr and be sensitive t anniversaries, inquests and legal prceedings; Access specialist supprt if needed. PO-GEN-06 7 Issue 5E, March 2015
CONTACT INFORMATION AND EMERGENCY NUMBERS Emergency Services: POLICE 000 AMBULANCE 000 FIRE 000 Rle/Agency Name/Cntact Numbers Chief Executive Dr Greg Rugh 9819 8807 0439 072708 Head f the Schl f Cunselling Dr Marie-Therese Prctr 9819 8834 Internatinal Student Officer Mr Benjamin Clark 9819 8820 First Aid Officers Cunselling Centre Nefertity Naruz Julie Nixn Ms Shelley Fairgrieve, Crdinatr Dr Marie-Therese Prctr, Head 9819 8860 9819 8814 9819 8835 9819 8834 healthdirect Australia Lcal Dctrs Lcal Pharmacy/Chemist 24 hurs health advice line www.healthdirect.rg.au 1800 022222 David Brwne and Janne Williams 95 Lyns Rad Drummyne 9181 2328 Destr s Pharmacy (7 days) Cnr Victria & Lyns Rds Drummyne 9181 2432 Hspitals Anthny Phan Pharmacy 212 Lyns Rad Drummyne Cncrd Repatriatin General Hspital Hspital Rad Cncrd Ryal Prince Alfred Hspital Missenden Rad Camperdwn 9713 6287 9767 5000 9515 6111 State Emergency Services 132500 Natinal Security Htline 1800 123400 Mental Health Infrmatin 9816 5688 Pisns Infrmatin Centre 131126 Rape Crisis Centre 9819 6565 Dmestic Vilence Centre 24 hurs 1800 656463 Crisis Care 1800 650840 Interpreting Services 131450 PO-GEN-06 8 Issue 5E, March 2015
CRITICAL INCIDENT FLOWCHART 1. IMMEDIATE ACTION Staff member(s) (witness t incident r first cntacted) Gather factual infrmatin and 1. Cntact Emergency Services - Dial 000 Nte: Assess situatin: fcus n immediate safety f ther students and staff. Staff member(s) (witness t incident r first cntacted) 2. Ensure safety & welfare f staff and students 3. Cntact First Aid Officer: Receptinist, Assistant Registrar, Teacher Educatin Manager, Maintenance Officer 4. Administer first-aid until ambulance arrives NB: Once plice r fire brigade arrive at the Cllege they will determine if ther resurces such as State Emergency Services (SES) are required t assist. Critical Incident Management Team member t liase with emergency services Nte: Cntact Chief Executive within the hur Debrief & cunselling infrmatin as sn as practicable Nte: Within 24 hurs 5. Staff: Cntact Critical Incident Crdinatr (Head, Schl f Cunselling) 6. Staff: Give facts f the situatin 7. Staff: Receive advice frm the Head f the Schl f Cunselling n debriefing and cunselling 7a. Chief Executive: Manage incming inquiries (and utging infrmatin via web, phne ) 8. Critical Incident Management Team: Prepare a written statement Nte: Within 48 hurs receive briefing frm critical incident team 9. Chief Executive r Delegate: Infrm clleagues Nte: Within 48 hurs 10. Head f the Schl f Cunselling: Cntact parents r families/friends f affected persn Nte: Within 48 hurs 11. Head f the Schl f Cunselling/Staff: Cmplete "Incident Reprt" frm PO-GEN-06 9 Issue 5E, March 2015
2. ADDITIONAL ACTION (when apprpriate) Chief Executive: Cnvene brief meeting f the Critical Incident Management Cmmittee with Management Cmmittee t discuss interventin plan btain executive supprt Cntact Lcal Supprt Persnnel Supprt Persnnel Name Telephne Cunsellrs Excelsia Cllege Cunselling Centre 9719 1924 Nursing and emergency staff Hspital Cncrd: 9767 5000 Sydney: 9382 7111 Rzelle: 9556 9100 Macquarie: 9888 1222 Chief Executive: Cnvene full staff meeting f teaching and administrative staff t present infrmatin discuss actin plan allw staff respnse decide n hw students will be infrmed r given additinal infrmatin Resurce Officers/Student Services/Supprt: Set up a first aid rm prvide fluids cmfrtable chairs supprt persnnel Head f the Schl f Cunselling: Infrm students f facts f the incident schl actins cunselling services allw student discussin r respnse Head f the Schl f Cunselling and/r Cunsellrs cnvene with First Aid Officers: Identify "at risk" students and staff Be aware f thers wh have experienced trauma List f students invlved Chief Executive: Cntact parents r families f "at risk" students and staff Head f the Schl f Cunselling: Arrange debriefing fr "at risk" students and staff Organise fr referrals t prfessinal cunsellrs if required PO-GEN-06 10 Issue 5E, March 2015
Student Services/Cunsellr: Infrm all parents via Cllege website The facts f the critical incident the Cllege s respnse plans pssible reactin f students surces f help fr families encurage tw-way cmmunicatin between parents and the schl Critical Incident Management Team: Restre regular rutine as sn as practicable All staff can help here Critical Incident Management Team: Obtain updated factual infrmatin cntinue t infrm staff, students and parents Critical Incident Management Team: Cntinue t mnitr well-being f students and staff All staff t reprt new infrmatin t Critical Incident Management Team Staff may use rapprt with students t cunsel r refer n t prfessinal bdy Critical Incident Management Team t be infrmed f all referrals Recvery time fr staff invlved PO-GEN-06 11 Issue 5E, March 2015
CHECKLIST FOR FOLLOW-UP, REVIEW AND EVALUATION A review and evaluatin f the respnse t the critical incident will be cnducted after each critical incident, using the fllwing checklist, which may itself be reviewed (GEN-F16). Hw well were the fllwing actins undertaken by the Critical Incident Crdinating Grup? 1 = prly; 5 = very well, mst apprpriately. Please add cmments t clarify yur chice. Decisin maker clear Fllw up clear Availability f mbile phnes Ntificatin f and liaisn with Spnsr/Agent if applicable Questin 1 2 3 4 5 Cmments Arrangements fr visits t/frm Family Liaisn with Plice, Dctrs, Hspital Staff Hiring Independent Interpreters Death Ntices Funeral/Memrial Service Arrangements Refund f student s fees t pay repatriatin r assciated expenses Cpy f Death Certificate Cnsideratin f persnal items and affairs (husehld and academic) Insurance Matters, OHSC Cverage, Ambulance Cver Frmal stress management interventins required fr students and/r staff (release frm classes, leave, rescheduled assessment r exams) Liaisn with Academic Staff Arrangements fr further debriefing sessins fr grups/individuals Liaisn with DIAC if studies will be interrupted Fees issue t be reslved fr student unable t cntinue with their studies Legal Issues: helping students get access t legal assistance if required Arrangements fr further debriefing sessins fr grups/individuals Fllw up cndlence r ther letters t Family Financial Assistance fr families f affected persn(s) if living in Australia Organising hspital visits PO-GEN-06 12 Issue 5E, March 2015
REFERENCES AND RELATED DOCUMENTS Critical Incident Manual ASC Crisis Management Plan Wrk Health & Safety Plicy ACPET Natinal Cde 2007 Easy User Reference Guide ISANA Critical Incidents Kit ISCA Supprt Handbk Natinal Cde 2007 Educatin Services fr Overseas Students (ESOS) Act 2000 PO-GEN-06 13 Issue 5E, March 2015