19 Resource: Managing Real and Perceived Emergencies

MANAGING REAL AND PERCEIVED EMERGENCIES ABROAD

Introduction

IU Education Abroad at Indiana University (IU) is charged with the responsibility of coordinating the management of emergencies affecting participants in all IU-approved study abroad programs. In the case of campus- or school-specific IU programs, that responsibility is shared with other offices (e.g., Office of International Affairs at IUI, Kelley School of Business) and, for co-sponsored programs, this responsibility is delegated to other institutional providers (e.g., CIS, CIEE, CYA, DIS, IES, etc.), with IU Education Abroad in a consultative role.

Assuring the safety and well-being of students, faculty and staff who are participating in IU programs abroad is of the highest importance, and all reasonable actions will be taken to accomplish this.

While acknowledging that no single plan can address all contingencies, IU Education Abroad recognizes the importance of establishing, in advance, policies and procedures that are designed to safeguard the safety and well-being of study abroad participants and to limit IU’s legal liability. These policies and procedures, described in detail below, will serve to guide IU’s response to crises affecting participants abroad.

We should draw a distinction between “real” and “perceived” emergencies. Real emergencies are those that pose a genuine and sometimes immediate risk to, or that have already disturbed, the safety and well-being of participants. These include such occurrences as coups and other civil disturbances; natural and man-made disasters; incarcerations; serious physical or emotional illness; accidents; physical assaults; disappearances or kidnappings; and terrorist threats and attacks.

Perceived emergencies are those which pose no significant risks to the safety and well-being of participants, but which are seen as threatening by family members in the U.S. or by others, including, at times, students, and colleagues at the home university. Perceptions of threat can arise out of a number of situations, including the sensationalized reporting of an event abroad; the distortion of information provided by a participant in a telephone call, e-mail message, or social media post; or simply out of the nervousness of a family member or student with little or no international experience. Such perceptions will sometimes affect family members and others in the U.S. more strongly than will real emergencies and need to be treated seriously.

By closely following the procedures outlined below, the staff of IU Education Abroad will be able to gather information that will allow them to respond appropriately to real emergencies, or to place a perceived emergency in its proper context, and thereby reassure family members and others in the U.S. Other units at IU with responsibility for campus- or school-specific programs are expected to follow the same procedures and to consult with IU Education Abroad as appropriate.

After working hours, on weekends and holidays, a call to the main office phone number or to the cell phone number of IU Education Abroad will provide contact with the staff member who is on call for emergencies. To be prepared to answer calls in such cases, all staff who will handle emergency phone calls should have updated copies of the following on hand: (1) university directories, (2) IU Education Abroad domestic and international contact list, and (3) these procedures.

Operating Principles

In managing emergencies, real or perceived, IU Education Abroad will be guided in its decision-making, before, during and after a crisis, by the following operating principles:

1. All responses to a crisis will be governed by the highest concern for the safety and well-being of students, faculty and staff participating in any IU-sponsored study abroad program as well as IU students participating in external programs.
2. IU Education Abroad will exercise caution and restraint in deciding when, and with whom, information about an emergency should be shared, and will operate according to the procedures outlined below in deciding how information should be shared. We will, from the outset, however, contact IU’s Office of the VP for University Relations or their designate to coordinate responses and resources.
3. All reasonable and prudent measures will be taken to limit IU’s legal liabilities.
4. IU Education Abroad will respond to emergencies by closely following the procedures outlined below, except when otherwise directed by circumstances or agencies outside IU’s control.

Procedures

When an emergency, real or perceived, is reported, IU Education Abroad will follow specific, pre-determined procedures in managing the emergency, in the order that they appear in this text.

PHASE I: An emergency is reported IU Education Abroad

Whoever learns of an emergency involving an IU student, faculty, or staff member on an IU-sponsored study abroad program should immediately contact IU Education Abroad. In the case of campus- or school-specific programs, the administrative representative in that unit may be the primary contact person, but they should, in turn, inform IU Education Abroad.

Every effort should be made to reach IU Education Abroad by telephone, rather than by e-mail. IU Education Abroad will coordinate IU’s response to the crisis until it has passed.

PHASE II:  IU Education Abroad determines whether the emergency is real or perceived

A. IU Education Abroad will gather as much information as is necessary to determine what risks, if any, study abroad participants are facing. In assessing these risks, appropriate people and organizations will be contacted, by telephone if at all possible.

B. In assessing whether the emergency is real or perceived, the appropriate staff member of IU Education Abroad will contact a number of sources for detailed and accurate information.

The following people and organizations may be contacted (the IU Education Abroad staff member determining the status of the crisis will check off these contacts if and as they are made):

• First and foremost, the IU program leader and program coordinator abroad, the co-sponsored program administrator or the individual in charge of a non-IU program.
• The U.S. State Department Desk Officer of the country affected (call 202-647-4000 for specific contact information or see the Department of State Web page: travel.state.gov).

It may be useful to contact the following organizations as well:

• Study Abroad and International Program Offices of other universities and colleges with programs in the same city or country.
• The U.S. State Department’s Overseas Citizens Services, which deals with serious illness, death, financial crisis due to theft, or arrest (call 202-501-4444).
• The U.S. Embassy in the appropriate country (see the Department of State Web page for contact information).
• For civil disturbances, coups, natural disasters, etc., the U.S. State Department sometimes creates special Task Forces to monitor them; for background information on such crises, call the State Department’s Operations Center at 202-647-4000.
• For security information and assessments via the Overseas Security Advisory Council call the OSAC Executive Office: 571-345-2223.
• Local safety/crime agencies in the host country (discuss with on-site contacts or the U.S. Embassy in host country before proceeding).

C. The IU Education Abroad staff member will ask for information about a number of issues and will take careful notes of sufficient detail so as to be able to write a chronological sequence of events leading up to, during and after the emergency. The circumstances may require that an observer be appointed to provide written details of the event as it unfolds. The following checklist should guide the conversations:

1. Universal concerns to be addressed, always in consultation with the program leader and program coordinator of the program

• Is the program leader or other on-site staff member in close contact now with all affected participants?
• What is the current physical and psychological condition of affected participant(s)?
• What is the proximity of the event(s) to all program participants?
• What is the imminent risk to participant(s) if they remain where they are?
• Are all program participants, whether directly involved or not, aware of the emergency? How are they responding to the emergency?
• Are adequate food, water, and medical attention available?
• Is adequate and secure housing available? How long will this housing be available?  What other appropriate housing options are available as a backup, if needed?
• Should students be evacuated?

2. Incident-specific issues: address the appropriate type of crisis, again in consultation with the program leader or program coordinator of the program

If a participant(s) has fallen seriously ill:

• What medical treatment has the student received?
• What is the diagnosis, the prescribed treatment, and the prognosis?
• Does the attending physician speak English?
• Are other participants at risk from this illness?
• Does the student have the necessary financial resources to pay for bills or will the program cover these expenses to be reimbursed by the student later?
• Is airlift a desirable and viable action?
• If so, has the insurance provider been contacted to determine coverage?

If a participant has been seriously injured:

• What are the details of the accident?
• What has the on-site response been?
• Does the attending physician speak English?
• Where has the participant been taken?
• What is the diagnosis, the prescribed treatment, and the prognosis?
• Is airlift a desirable and viable action?
• If so, has the insurance provider been contacted to determine coverage?

If a participant has been assaulted or raped:

• What are the details of the incident?
• What has the on-site response been?
• Where has the participant been taken?
• If a rape or sexual assault, is counseling available and is it in English?
• Has appropriate local law enforcement been notified if requested by the participant?
• What is the medical diagnosis, the prescribed treatment, and the prognosis?
• Is the participant interested in returning to the U.S.? If so, inform the student what the likely academic and financial consequences will be.
• Have appropriate Title IX office been notified (depending on the home institution)

If a participant is missing:

• When were they last seen?
• Does anyone have any idea about where they might have gone?
• If they had left and were expected to return at a specific time, when was the date and time of the expected return?
• Did the participant tell anyone of plans to be absent?
• Are search and rescue operations available on site and are these reliable?
• Have they already been initiated? If not, should they be?
• If other students are enlisted to search, have they been briefed adequately on what to do if they find the missing student or the various scenarios they may encounter?
• If you have determined that the student is truly likely to be missing, proceed with the following questions:
  • o Has the U.S. Embassy been contacted?
  • o Have the local missing persons officials been notified?
  • o What is the case number?

If a student has been arrested:

• Have they been detained?
• Has the U.S. Embassy been notified?
• What has their response been? What is their advice?
• What agency made the arrest and filed the charges?
• What are the names, addresses and phone numbers of arresting authorities?
• What is the case number?
• What rights have been granted?
• Are they entitled to place a phone call?
• Is appropriate legal counsel available?

If a student has been taken hostage:

• Has the U.S. Embassy been notified?
• What is the Embassy’s advice?
• Have the kidnappers made contact?
• Is negotiation support available on site?
• Who are the contact people at the Embassy, and at the State Department in Washington, D.C and what are their titles and contact numbers?

If the emergency is political in nature, or if a natural or man-made disaster has occurred:

• Has the U.S. Embassy advised participants to take appropriate action?
• Have all participants been made aware of these precautions, and in writing?
• Are all participants following these precautions?
• Have local authorities imposed a curfew?
• Is travel in or out of the country being restricted in any way?
• Is the group in danger?
• Who or what is the target of any unrest?
• Has any particular group or organization been threatened?
• What kind of military or other security or public safety personnel are present?
• Are they unusually visible?
• How are they behaving with respect to the civilian population?
• Is airlift a desirable and viable action?

3. Important contact numbers; be sure to get those that are relevant

Does the program leader and/or other on-site staff members have the telephone numbers of the participants involved? Fax and e-mail?  If a telephone tree among program participants has not yet been established, it should be at this time, with instructions to students to call the program leader or the next level of students if their immediate contact cannot be reached.

• For our records, what are the names, addresses, telephone, fax and e-mail of the attending physician(s), clinic(s) and/or other health professionals involved?
• What is the name and contact numbers of the person, if any, who is providing translation services in this crisis?
• What are the names, titles, addresses, telephone, fax, and e-mail numbers of the appropriate officials at the U.S. Embassy and at the State Department in Washington, D.C.?
• What are the names, titles, addresses, telephone, fax and e-mail numbers of any local law enforcement or public security officials involved? Do these people speak English? What is the name and contact numbers of the local translator who is involved?

PHASE III. IU Education Abroad determines that the emergency is perceived, rather than real, and is not widespread

It is important, at this stage, to control the dissemination of information, which must be shared responsibly, on a need-to-know basis. IU Education Abroad will need to decide to respond at this point in one of two ways:

 Response Scenario A: appropriate when the perceived emergency has not yet created widespread or persistent rumors

1. IU Education Abroad will take appropriate steps to defuse the situation and reassure concerned parties.
2. In most cases, IU Education Abroad will need to do no more at this point than reassure the concerned parent, student or other individual who has contacted IU Education Abroad as the result of media coverage or rumor. The IU Education Abroad staff member who calls back the party registering the concern in the first place should tell them that appropriate inquiries have been made, that we are confident program participants are secure, that the program is proceeding normally, and that the participants’ welfare is being provided for, as before.
3. The Office of the VP for University Relations at IU and the office staff of IU Education Abroad will be informed of what has occurred, and what the concerned parties have been told; it is important that all members of the staff be able to provide the same information in case other inquiries are received.
4. Parents who request it can be given the telephone number of the appropriate contact with the U.S. State Department’s division of American Citizens Services.
5. The staff member handling the emergency should prepare a simple statement, check it with the IU Education Abroad Associate Vice President (AVP) if possible, and provide it to all other IU Education Abroad staff who might answer calls. All calls on the matter should be forwarded to the Director or other staff member who is handling the emergency if they are not available.

Response Scenario B: When a rumor is widespread and unusually persistent, and growing numbers of individuals, on or off campus, believe that an emergency really has occurred, or that participants are at risk

1. IU Education Abroad will write a brief and accurate description of the perceived emergency, and will then deliver or fax it to, and speak individually with:
2. 1. the Office of the Vice President for University Relations
   2. the Vice President for International Affairs or their representative
   3. the appropriate representative of the unit sponsoring the program
   4. all members of the IU Education Abroad staff
   5. the members of the IU Safety & Responsibility Committee of the IU Overseas Study Advisory Council
   6. the Vice Provost for Student Life or their representative
   7. the IU Emergency Management and Continuity team

2. If IU Education Abroad deems it appropriate, the person(s) listed as emergency contacts of program participants will receive accurate information about the perceived emergency, and about IU’s response. The information will be substantively the same as that contained in the description distributed to the individuals in #1 above.

PHASE IV. IU Education Abroad determines that the emergency is real

Response Scenario A: the emergency is real and could affect the entire program

1. IU Education Abroad will consult with the program leader or other staff members on site and in the U.S., and with the Office of the VP for University Relations at IU, in order to decide what specific measures should be taken in responding to the crisis.
2. Once the appropriate response strategy has been determined, IU Education Abroad will communicate directly, preferably by telephone, with the program leader or other staff members and the affected students; this communication will contain a detailed description of the course of action recommended in responding to the crisis.

Students will be provided with verbal or written instructions as appropriate to the situation. If the matter is sufficiently serious, the program leader or program coordinator will confirm that all program participants acknowledge receipt of this information in writing and fax this signed acknowledgement to the AVP of IU Education Abroad as soon as feasible.

3. IU Education Abroad will take into account the following points in developing the written course of action:

• include a reasonable amount of detail in drafting the procedures;
• reassure participants that steps are being taken to ensure their security and well-being, and that their cooperation is important in responding to the crisis;
• tell participants that while it is not possible to eliminate all risk, we have had experience dealing with emergencies in the past, and that we will work with them in order to respond effectively;
• tell participants if we have communicated with their emergency contacts;
• direct participants to stay in close touch with the program leader or local coordinator, to let them know of their precise whereabouts throughout the crisis, and to report any suspicious persons or packages or contacts;
• if they haven’t already done so, tell the participants to register with the U.S. Embassy or the nearest Consulate, and to maintain contact with them throughout the crisis;
• tell participants to exercise common sense in responding to the crisis, and to avoid contact with or travel to the affected area (if they are not located at this area);
• if appropriate, direct the program leader or program coordinator and participants to remove all signs or any other objects at the academic center or at their homestays, that would call attention to them or to the program;
• tell participants to keep a low profile, to avoid dress and behavior which will attract attention, to avoid using luggage tags, and to avoid places where Americans are known to congregate.

4. If the situation is sufficiently serious to warrant it, the AVP of IU Education Abroad will write a brief and accurate description of the event, and will then distribute it, with a copy of the written response strategy, to the following people:

• the Office of the Vice President for University Relations
• the Vice President for International Affairs or their representative
• the appropriate representative of the unit sponsoring the program
• all members of the IU Education Abroad staff
• the members of the IU Safety & Responsibility Committee of the IU Overseas Study Advisory Council
• the Vice Provost for Student Life or their representative
• the IU Emergency Management and Continuity team

5. Once the description has been written and delivered or faxed to the above individuals, IU Education Abroad staff will direct all media requests for information to the IU Office of the VP for University Relations or their representative in the Office of University Communications and Marketing. In handling these requests, IU Education Abroad staff will make every effort to appear cooperative, while at the same time letting the media know that IU Education Abroad needs to avoid giving out information that might violate a student’s right to confidentiality and that only the IU Office of University Communications and Marketing may respond to them directly.
6. The IU Office of University Communications and Marketing will provide no more information to the media than that contained in the AVP’s description; that Office should also coordinate and arrange with the AVP all press requests for interviews.
7. The AVP of IU Education Abroad should handle all requests for information, including those from parents, students, and other members of the IU community.
8. Depending on circumstances, the AVP of IU Education Abroad will communicate with the emergency contacts of program participants (as indicated on their application forms) in order to provide accurate information about the emergency, and about IU’s response. The information communicated will be substantively the same as that contained in the description distributed to the individuals in #4 above.

Response Scenario B: the emergency is real, and particular to one or more individual students

1. IU Education Abroad will contact the program leader or program coordinator, the IU Office of the VP for University Relations, and other appropriate people abroad and in the U.S. to discuss with them the response to the crisis. IU Education Abroad will be sure that all appropriate steps are being taken at this point to assure the immediate safety and welfare of participants and will tell the student that their family/emergency contacts will be informed unless the student has already done so.
2. The AVP of IU Education Abroad will make these contacts, provide support to the family or other emergency contact persons, and work with them to determine a plan of action.

A special case: the death of a program participant

A. IU Education Abroad will ask the program leader or program coordinator at the site to

• communicate complete details about the circumstances surrounding the death
• confirm that the U.S. Embassy or nearest Consulate in the country has been informed
• arrange for repatriation of remains, following any police or immigration procedures that need to be observed. All students have repatriation as part of their insurance coverage with the program which should be explained to government officials who normally handle repatriation for American citizens abroad.
• inform all students in the program about the death. (IU Education Abroad will inform students on its other programs since many of the students abroad concurrently know each other but not until the repatriation procedure is in place and the family has been notified)
• arrange a memorial service on site
• arrange counseling as necessary for program students and host families
• work with university officials to determine that if the cause of the death is infectious, how other students and their parents should be notified of any potential public health threat.

B. IU Education Abroad will consult with the Dean of Students regarding notification of next of kin. However, in most cases, if the police or embassy is called in, the next of kin are contacted by these professionals.

C. The AVP will write a summary of the circumstances surrounding the death of the participant, which will be sent to the IU officials responsible for notifying all appropriate officials of the university.

D. IU Education Abroad should:

• change status in all active databases to avoid sending any bills or mailings to the deceased or to the parents of the deceased
• send condolences (a card, flowers or donate, according to family wishes)
• attend the memorial or funeral service, with the family’s permission
• check into fees and refund possibilities for unfinished academic term time/housing

*This document was adapted from similar guidelines developed by Michigan State University, the University of Wisconsin, Madison and the Institute for Study Abroad at Butler University.

 ** IU Education Abroad in this document refers to the AVP of IU Education Abroad or the director of compliance, safety and operations who is authorized to act in place of the AVP when they are not available.