Critical Incident Management Procedures and Guidelines

Main Content

Parent policy: Critical Incident Management – Governing Policy

Procedures number:

Approval authority: Vice-Chancellor

Responsible officer: Vice-Chancellor

Designated officer:

Date of approval: 29 September 2007

Date last amended: 28 September 2007

Effective starting date: 30 September 2007

Any procedures replaced by these procedures:

Related procedures/plan:

Counter Disaster Plan
Fire and Emergency Procedures Manual for emergency situations including medical, fire, personal threats or bomb threats
Risk Management Procedures
Security Operational Procedures

Part A: Critical incidents related to members of the University community

General guidelines

Procedures
Appendices

Part B: Critical Incidents related to ongoing University operations
(Part B has not yet been drafted)

Part A: Critical incidents related to member of the University community

General guidelines

1. The guidelines and procedures that follow must be read in association with the Critical Incident Management – Governing Policy.

2. The procedures that follow are designed to assist the University in responding appropriately to incidents that may cause trauma or stress to staff and/or students. There are separate guidelines and procedures for critical incidents related to ongoing University operations (refer to Part B of this document).

3. A critical incident is a traumatic event or situation, or the threat of such, which causes or is likely to cause severe physical injury or harm or severe emotional stress, fear or harm for members of the University community, whether on-campus or off-campus.

Examples of critical incidents include but are not restricted to:

a fatality, near fatality or dangerous incident likely to seriously affect a member of the University community
threats and acts of extreme aggression or violence towards members of the University community
physical or sexual assault, murder or suicide involving members of the University community or their family/host family
a traffic accident involving serious injury of a member of the University community
sudden serious injury or death of a colleague
inexplicable and worrying disappearance of a student or staff member, for example on a field trip in hazardous areas
fire, explosion, bomb threat
acts or attempts of robbery
severe adverse weather, natural disasters and warnings of such.

Procedures

1. Identifying and orally reporting an on-campus critical incident or potential critical incident

1.1 If and when a critical incident or the threat of an imminent critical incident on campus comes to the attention of a member of the University community and where the incident is judged to pose a present or imminent risk to life or the wellbeing or safety of any member of the University community, that member will:

(a) take any action within the member’s capacity to evacuate any area affected by the risk, then

(b) where thought appropriate, immediately contact and advise the emergency service/s such as the Queensland Fire and Rescue Service, Queensland Police Service or Queensland Ambulance Service

(d) in orally reporting the incident to an emergency service or University security maintain the confidentiality of personal information related to all individual persons involved in or witnessing the incident unless:

(i) disclosure of such information is required by law or in order to minimise or prevent an imminent threat to the safety or wellbeing of any person, or

(ii) the disclosure is warranted and permissible under any protocol previously issued by the Vice-Chancellor in relation to disclosure of personal information to specific persons or agencies under specified conditions in the event of a critical incident

(e) in orally reporting a critical incident to emergency services or University security, advise (as appropriate) of the:

time of the incident
location of the incident
nature of the incident (eg threat, highly aggressive behaviour, accident, assault, injury, collapse, death)
names and roles of persons involved, if known (eg staff, international or domestic student, visitor)
any known contact details (eg of witnesses, next of kin, hospital a person has been taken to, the police station responding to the incident)

Contact telephone numbers (Internal)

University security: In emergencies Dial 1122, otherwise Dial 1168 (Note this is a radio telephone)
University Switchboard: Dial 9
External Emergency Services: Dial 0-000

1.2 University security will advise the Vice-Chancellor immediately of any reported critical incident.

2. Identifying and orally reporting an off-campus critical incident or potential critical incident

2.1 If and when a member of the University community has or receives information concerning a critical incident or the threat of an imminent critical incident occurring off the campus and which involves a member of the University community, and where that incident is judged to pose a present or imminent risk to life or the wellbeing or safety of the off-campus person concerned, the person having or receiving the information will:

(a) during University business hours, immediately contact and advise the relevant Director (refer to contact list below), or

(b) outside of University business hours (including weekends and holidays) contact and advise University security.

2.2 University security will relay any information received about a critical incident occurring off the campus to the appropriate Director.

2.3 In orally reporting a critical incident to an emergency service or University security, the person making the oral report will maintain the confidentiality of personal information related to all individual persons involved in or witnessing the incident unless:

(i) disclosure of such information is required by law or in order to minimise or prevent an imminent threat to the safety or wellbeing of any person, or

2.4 In orally reporting a critical incident to emergency services or University security, the person making the report will advise (as appropriate) of the:

time of the incident
location of the incident
nature of the incident (eg threat, highly aggressive behaviour, accident, assault, injury, collapse, death)
names and roles of persons involved, if known (eg staff, international or domestic student, visitor)
any known contact details (eg of witnesses, next of kin, hospital a person has been taken to, the police station responding to the incident)

Contact telephone numbers (External)

International students: 5430 2897 (Director of Studies)
Domestic students: 5430 1226 (Director, Student Services)
Staff: 5430 1112 (Director, Human Resources)
University Switchboard: 5420 1234
After hours contact University Security: 5430 1168 (Note this is a radio telephone)

2.5 University security will advise the Vice-Chancellor immediately of any reported critical incident.

3. Initial University response

3.1 On campus incident

3.1.1 Security staff will initiate response action under these procedures by contacting the relevant Critical Incident Response Team Leader and coordinating responses according to any relevant protocols for an incident of that type or instructions of the Team Leader.

3.2 Off-campus incident

3.2.1 The staff member who first receives an oral report of a critical incident, if this is not the relevant Critical Incident Response Team Leader, will immediately contact the appropriate Team Leader.

The University’s Critical Incident Response Team Leaders and their alternates are:

For Staff	For Students	For International Students	For Facilities
Mark Nugent, Director, Human Resources Tel: 5430 1112 Mobile: 0400 001 267 Alternate Contact: Kathy Wirgau, Senior HR Officer Tel: 5430 1189	Eva-Marie Seeto, Director, Student Services Tel: 5430 1224 Mobile: 0408 788 942 Alternate Contact: Pam Smith, Director, Student Administration Tel: 5430 1212	Kathy Solomon, Director of Studies Tel: 5430 2897 Mobile: 0400 660 613 Alternate Contact: Jane Batzloff International Relations Tel: 5430 1202	Mark Bradley, Director, Capital Programs and Operations Tel: 5430 1120 Mobile 0438 113 706 Alternate Contact: Richard Maguire, Operations Manager Tel: 5459 4835

3.3 Critical incident initial report form

3.3.1 A staff member who first receives an oral report of a critical incident (usually University security or a Team Leader) will complete a Critical Incident – Initial Report Form (provided as Appendix 1).

3.4. Critical incident response Team Leader actions

3.4.1 The relevant Critical Incident Response Team (CIRT) Team Leader will:

(a) if required, seek further information about the incident

(b) contact all CIRT members (refer to 3.5.1 below) to inform them of the incident and to plan further responses:

email CIRT members at CIRT@usc.edu.au
outside of business hours ring University Security on 5430 1168 for CIRT member emergency contact details

(c) liaise with Security if the Queensland Police Service are to be contacted.

3.4.2 The relevant Team Leader will complete the Critical Incident Fact Sheet (provided as Appendix 2), ensuring that the information is accurate and up to date.

3.5 Coordination of initial responses – The Critical Incident Response Team

3.5.1 The University’s Critical Incident Response Team (CIRT) members and their roles and responsibilities are:

Position	CIRT Role
Vice-Chancellor	Spokesperson and authorising officer
Deputy Vice-Chancellor	Spokesperson and authorising officer in the absence of the VC
Pro Vice-Chancellor (International and Development)	Spokesperson and authorising officer in the absence of the VC and DVC
Director, Marketing and Communications	Media adviser and internal communications
Media Relations Officer	Media adviser in the absence of the Director, Media and Marketing
Director, Human Resources	Responsible Team Leader for all incidents involving staff
Senior Human Resources Officer	Responsible Team Leader for all incidents involving staff in the absence of the Director, Human Resources
Director of Studies	Responsible Team Leader for all incidents involving international students
Admissions Manager, International Relations	Responsible Team Leader for all incidents involving international students in the absence of the Director of Studies
Director, Student Services	Responsible Team Leader for all incidents involving domestic students
Director, Student Administration	Responsible Team Leader for all incidents involving domestic students in the absence of the Director, Student Services
Director, Capital Programs and Operations	Responsible Team Leader for all incidents involving facilities
Operations Manager, Capital Programs and Operations (CPO)	Responsible Team Leader for all incidents involving facilities in the absence of the Director, CPO
Director, Information Technology Services	Responsible for maintaining Information Technology Services during a critical incident
Manager, Information Technology Services	Responsible for maintaining Information Technology Services during a critical incident in the absence of the Director, ITS

3.5.2 The Vice-Chancellor (or nominee as appropriate) will be the University’s public spokesperson and will have final authority on any action required in relation to a critical incident.

3.5.3 The Director, Marketing and Communications (or Media Relations Officer as appropriate) will be the University’s media adviser and will prepare a communication plan in relation to a critical incident. (A sample communication plan is proved as Appendix 3.)

3.5.4 The Critical Incident Team Leaders (or nominees in their absence) will take all actions necessary to ensure effective responses by the University in relation to any critical incident that relates to their area of responsibility and will be the central contact point for internal University communications in relation to the incident.

3.5.5 The Director, Student Services will:

(a) where a student requires counselling or other similar support in relation to a critical incident, make the necessary arrangements

(b) will complete and lodge a report of a critical incident for inclusion on the student file of each student affected by an incident and concerning whom any follow-up action was taken.

3.5.6 For international students, the Director, Student Services and the Director of Studies, USC International will:

(a) work together to ensure all that all necessary support services are provided for any international student affected by a critical incident

(b) complete and lodge a report of a critical incident for inclusion on the USC International student file of each student affected by an incident and concerning whom any follow-up action was taken.

3.5.7 The Director, Human Resources will:

(a) where a staff member requires counselling or other similar support in relation to a critical incident, make the necessary arrangements

(b) will complete and lodge a report of a critical incident for inclusion on the staff file of each staff member affected by an incident and concerning whom any follow-up action was taken.

3.5.8 The Director, Capital Programs and Operations will maintain the currency of CIRT members’ details, including the CIRT email group.

4. Assessment and response plan

4.1 Initial assessment by Team Leader

4.1.1 The relevant CIRT Team Leader will gather and verify information on the critical incident, record that information on the Critical Incident Fact Sheet (provided as Appendix 2) and make an assessment of needs and priorities in the University’s response.

4.1.2 The CIRT Team Leader’s assessment should identify:

the current needs of the people involved or affected
referrals required, such as to a counsellor, crisis support service
additional services required, such as interpreters and translators
relevant risk factors
agencies that need to be notified
next of kin or host families that need to be notified
other University staff that need to be contacted.

4.2 CIRT responses to initial assessment

4.2.1 The CIRT will consider the Team Leader’s assessment and develop a response plan on the basis of the information contained in the initial assessment.

4.2.2 Possible CIRT responses and considerations include:

organisation of a task timetable for the responses and delegation of responsibilities
initiation of pastoral care, including personal contact with victims and other persons affected by the incident
contact with next of kin/significant others
most appropriate arrangements for informing staff and students, including guidelines to staff about what information to give students
briefing relevant contact staff and delegating a staff member to deal with telephone/face-to-face inquiries
managing media/publicity – refer to the Sample Plan at Appendix 3
identification of students and staff members most closely involved and therefore most at risk, e.g. those involved can include personal friends/family, others who have experienced a similar past trauma and other students, staff, supervisors
provision of a quiet area for the use of victims and/or their families (area should be protected from intrusion by anyone not immediately affected in the incident)
arranging a time and place for an initial group/individual debriefing session with relevant Counsellor/s (Counselling can provide an opportunity to share the impact of the event, discuss various interpretations of the event, including in relation to cultural impact and sensitivities in the case of international students and domestic other students from various cultural groups, the resultant reactions and the normalisation of reactions)
plan for ongoing feedback and regular meetings so that the CIRT members are continually informed and working together

4.2.3 In the event of serious impact in relation to an international student, the CIRT should also give consideration to such matters as the need for:

notification or liaison with the student’s family, any host family, any sponsor, any agent, the relevant consulate or embassy, Department of Immigration and Citizenship, Department of Education, Training and Science
interpreting and translating services
support services from appropriate cultural community organisations
arrangements for visits to/from the student’s family
any financial assistance available for families of victim
liaison with police, medical practitioners, hospital staff
action in relation to death certificates and notices, funeral/memorial services
insurance matters and Overseas Student Health coverage
arrangements concerning the student’s personal items and affairs (household and academic)
any refund of student’s fees
repatriation or associated expenses
liaison with relevant teaching and research staff or supervisors
formal interventions in relation to tuition or assessment, eg release from classes, leave, rescheduled assessment deadlines or examinations
any legal issues, including assisting students to access to legal assistance.

5. Communication during a critical incident

5.1 CIRT will develop a Critical Incident Communication Management Plan for each incident, and the plan will have clear communication objectives for delivering information to concerning the incident. (A sample is provided as Appendix 3.)

5.2 All communications with the media will be arranged by Marketing and Communications which will also identify and brief the University spokesperson/s concerned.

5.3 Marketing and Communications will provide the relevant spokesperson/s with a copy of its operating procedures and guidelines on communication with the media in the event of a critical incident.

5.4 Staff must direct all media inquiries concerning a critical incident to Marketing and Communications and must not communicate with the media in relation to a critical incident unless they are the spokesperson/s identified by Marketing and Communications for that specific incident.

5.5 Marketing and Communications will notify the most appropriate media (local, state, national) of the critical incident in the most appropriate method and give consideration to the most appropriate location and timing for any press conference.

5.6 No identifying details of any injured or deceased persons as a result of a critical incident will be released to the media by any member of the University community; however, Queensland emergency services may release information concerning the age and gender and hospital destination of any persons injured, and the Queensland Police Service (QPS) will manage media liaison in the case of any fatalities. (Marketing and Communications will liaise with QPS.)

5.7 As appropriate, Marketing and Communications will (in conjunction with other agencies such as police, ambulance, fire and rescue services) arrange for communication with the media at the earliest possible time for keeping the media up-to-date with information as it comes to hand.

6. Monitoring the response to a critical incident

6.1 The Critical Incident Response Team will monitor responses and liaise with appropriate areas to:

ensure access to factual information for all those affected by the incident
assess the need for any additional counselling by consulting the University’s counselling service or, where appropriate, maintaining contact with those affected by the incident
assess the need for any additional support from outside agencies or services
assess the need for, and organise debriefing sessions for, all those involved in the incident, including, if appropriate, the wider University community.

6.2 Various types of debriefing sessions may be held, depending on circumstances and the need, including:

technical debriefing (e.g. of security or emergency staff)
critical incident stress debriefing and/or initial defusing, conducted by professional counsellors trained in Critical Incident Stress debriefing, for those affected by the incident
Critical Incident Management Team debriefing.

7. Completion of critical incident reporting documentation

7.1 When CIRT considers that the University has finalised its response to a critical incident, the appropriate CIRT Team Leader will:

(a) complete the Critical Incident Initial Report Form and ensure that it contains details of:

the initial contact person
the nature of the incident
the persons affected
all consequential actions taken following the initial advice of the incident, including the actions taken under the Response Plan

(b) place the completed Report Form together with all other documentation relating to the response to the critical incident in the relevant confidential file on the incident.

8. Record-keeping and management

8.1 The CIRT will establish a confidential file on each critical incident and ensure that the file contains all incident reporting and facts documentation, including details of the responses taken, copies of related emails and letters, records of significant interactions, and contact details for all people involved in the response process.

8.2 Critical incident files will be made, kept and managed in accordance with the University's approved records management policy and system.

9. Evaluation of response

9.1 Following a critical incident, the CIRT will meet to review the implementation of procedures and the effectiveness of the responses.

9.2 In light of the review, CIRT will initiate any changes to procedures or protocols in order to improve the University’s critical incident management.

9.3 A copy of the review findings will be placed on the file for the relevant critical incident.

Part B: Critical incidents related to ongoing University operations

Yet to be drafted.

Appendix 1: Critical Incident - Initial Report

Date of contact: ………/………/………

Reported to:

Reported by:

Relates to: staff or student(s)

Names of staff or students:

Description of incident:

Location:

Time:

Others involved:

Relevant contacts:

Police (name):

Telephone:

Hospital:

Ward #:

Telephone:

Others (eg next of kin)

Name:

Telephone:

Referred to CIRT Leader (name):

Date:

Appendix 2: Critical Incident Fact Sheet

Responsible CIRT Leader:

Dated:

Time:

Full description of the incident:

Date the incident occurred:

Location where incident occurred:

Summary of events prior to the incident:

Responses made to date (if no action, then the reason):

Completed by:

Signed:

Appendix 3: Sample Critical Incident Communication Management Plan

1. The Director, Marketing and Communication and/or the Medial Relations Officer immediately confer with the Vice-Chancellor or nominee.

2. An immediate meeting, either face to face or by phone will be conducted with relevant personnel assessing the exact situation, what has happened and who is affected, etc.

3. From this information a brief initial response to the media will immediately be formulated.

4. Marketing and Communications will work with emergency services and/or other agencies to assist in the formulation of a response, if appropriate.

5. Dot points will be prepared and given to the key spokesperson for approval.

6. The media will then be notified of a press conference, either by phone, fax or in person if they are already on campus.

7. A spokesperson will be briefed by Marketing and Communications prior to the press conference and the most up-to-date confirmed information delivered.

8. The press conference will be arranged at the earliest possible time to deliver the facts to the media and will be timed to align with major news bulletins and updates.

9. A media release will be prepared and forwarded to those media unable to attend and phone interviews organised with the spokesperson following the press conference.

Critical Incident Management Procedures and Guidelines

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