STUDENTS MOBILITY FROM AND TO THE EUROPEAN SCHOOLS

Annex 8: Guidance oncrisis management

Crisis management[1]

Thepurpose ofthisdocumenton Crisismanagementisto ensurea successfulmobility experienceforallinvolved.Theguidelinesprovideinformationonwhatconstitutesa crisis(Chapter1), who should beinvolvedin preventingandmanaging a crisis (Chapter 2), onhowto preventthe crisisfrom happening(Chapter3)and onhowtohandle crises andensurethatpupils involved,responsibleteachers,hostfamiliesand parentshave acommonframeworkofreferencein suchanevent(Chapter4). Itshouldalsoensurethat apossible crisis willbedealtwitheffectivelyand willnot escalate.

Thepresent Guidance on crisismanagementshouldbedistributedtoallthoseinvolvedinanexchange; thementoratthehost school,the contactteacheratthesendingschool,thehostfamily,thepupilandhis/her parent(s)/guardian(s).All theseparties should also receive the Crisiscontact listbythe schools (see appendix 9).

All parties should be aware that any sensitive information concerning the pupil must be kept confidentialandcanonlybedisclosedwhenneededtothosewho aredirectlyinvolvedindealingwith the crisis.

1. What is a crisis?

Acrisiscan bedefined asanextremesituation which wouldleadto a seriousdisturbance ofthe visit,andwhichrequiresurgentaction.Crisesshouldbedistinguishedfromproblems,whichare notextreme and whichdo notrequireimmediate action.However,problems candevelopintocrisesif not correctly handled.

Crisescallforurgentaction,butshould, asfaraspossible,beprevented.Itisatleast asimportantto work on riskprevention as on crisis management.Despite all preventivemeasures, crisesmight happen.Inthatcase,itisessentialthatallthepartiesinvolvedknowhowtoreactandwhomto contact.

Thefollowing listof extreme situations whichcouldhappenduring avisitperiodisnotexhaustive,butmayhelp illustrate various problemsand solutionscenarios.

 Medicalproblems

oserious illness or allergy

oserious injuries

oaccidents (e.g. traffic accident)

ounwanted pregnancy

 Death of thepupil

 Psychologicalproblems

odepression

opsychologicalconsequences of suffering violence

oproblems related to abuse of alcohol ordrugs

oeating disorders

 Mental and/orphysicalabuse of the pupil

osexual / physical abuse

obullying

oracism / xenophobia

olivingin a host family and/or area whereliving conditions are not healthy or are

insecure for the pupil involved

 Being a victim of a crime

 Breaches of the rules of conductand legal problems caused by the pupil

o o o o o o / risk behaviour
the pupilgoes missing policearrest or detention violentbehaviour
theft
abuse of alcohol or usage of drugs
 / Other
o o o o / Familypressuretoreturnhome Death/serious illnessofafamilymember Conflicts withthe host family
Conflicts withthe mentor

2. Who has to be involved inpreventing and managing a crisis?

Thementorandthehost familyhaveakeyroleincrisispreventionandmanagementduringthe pupil’sstayintheircountry.Theirefficientcollaborationandcommunicationis crucialin preventing and managing crises.

Thementorneedstobuild asupportiverelationship withthepupil. This can happenthanksto regular, frequentand face-to-face contact.The mentor shouldbeavailabletodealwithanymattersthatthe pupilorhostfamilywould liketo raise, andbeeasy toreachin case ofemergency.Areplacement personforthementorshouldbe nominatedin casethementorisabsentorunabletoperformhis/her tasks.Theschoolmustmakesurethatthepupilcanalwayscontactsomebody incaseofemergency. The pupil must have a copyof theCrisiscontact list with phone numbers he/shecan call if necessary.

Thehostfamilyactsasthe actual parent or guardian would do.Thehostfamilyshouldestablishsmooth and efficient communication with the pupil and thementor.

If the pupil shows signs of serious difficulties (e.g. serious personal problems or difficulty in adapting to the hostcountry) thementorandthehost familyhastoactquicklytopreventany dangeroussituation.Thismayrequire moreintensecounselling ofthepupil or helpinghim/her to overcomeemotionalchallenges.However,boththementorandthehostfamilyshouldseekexpert helpifthepupilshowssignsof serious difficulties andnottrytosolvethemon theirown.Thementor andthehost familyshouldlookoutfor anysignsthatthepupilisfeelinguncomfortable andshould encouragehim/her to speak honestly about his/her feelings.

An overviewof the roles and responsibilities ofall parties involved is listed in the document“01_Roles and responsibilities”.

3. How to prevent crisis situations?

  • Therecruitmentandselectionofpupilsshouldfollowtheguidelines.
  • Thementormustunderstandandperformhis/hertasks
  • Thecorrectselectionofahostfamily is one of thekey elements in preventingcrises.
  • Pupils and contact teachers at the sendingschool must attend the pre-departure info-session organized by the sending school.
  • Pupilsandmentorsatthe host school mustattendtheon-arrival info-session organized by the receiving school
  • Pupilsmustknowandobservetherulesofconductprovidedinthe Parental/Guardian consent form
  • Pupils shouldalso know and observe thelaw in the host country (info provided by the hosting school).
  • Pupilsmustalwaysknow inadvance thepersons theycanturn toincase ofproblems.In principle,theseshould bethementorandthehostfamily.Contactdetailsof thesepersons, and also emergency numbers, are provided in theCrisis contact listdrawn up bythe schools (see annex 9).
  • Legal representatives/guardians of the pupilmust makethenecessaryarrangementstoensurethatthe pupil does nottravelalone from/tothe airport/railwaystation/other to/fromthe homeofthe hostfamily.
  • All parties must abide by their roles and responsibilities.

4. How to manage crisis situations?

4.1 Creationof a Crisis contact list

Thehostschool coordinatesthedrawingup ofaCrisiscontact list prior to the pupil’s arrival. Thetemplateisavailableinannex 9.Allthoseinvolvedinthevisit,includinghostfamily, mentor, sendingschool,parentsandpupil,shouldhaveacopyoftheCrisiscontact listso theyare informedofwhoisresponsibleinanemergency,whatarehis/hercontactdetailsandwhateachactor is expected to do.

4.2 Basic emergencyprocedure

Basic procedure to be followed incase ofcrisis:

  • The first action to solve the situation has to be taken by the mentor or the host family, depending which is informed first (i.e. calling emergency, expert help).
  • The host family/the mentor immediately inform each other about what happened and the pupil’s parents/guardians must be notified as soon as possible.
  • Ifthementorandthe hostfamilyare notableorcompetenttosolvethepupil’s problem at local level, they should contact the Management of the hosting school for help and advice.
  • The mentor contacts the pupil’s parents/guardians.
  • Afteracrisissituation,thepupil’swish tocontinuethevisitshouldberespected,except in cases wherethe pupil’s behaviorhas already made itunlikelythat the stay will be successful.
  • Inveryurgentcases,the mentor can proposetoterminatethepupil’s stay.However, he or she should consult with the Management of the hosting school, which will finally decide.

Attheendofthecrisis, adetailedreportshouldbeproducedbythementor,summarisingthe circumstancesandconsequencesofthecase,andgivinganevaluationofwhattodointhefuture (e.g.recommendationson howtoavoidsimilarsituations andonhowto act inasimilar crisis).This reportmaybenecessaryforpurposesofinsurance,legalactionorotheradministrativeprocedures.

This basic procedure should be applied in any caseof emergency. In addition, specific procedures apply to certain types of emergencies, as describedbelow.

4.2.1 Medical emergencies

Medicalemergenciescanbeany situationrelated tothehealthand well-beingofthepupil.

Thebasicemergencyprocedureshouldbefollowedasdescribedabove. Thefollowing documents shouldbekepttogetherandbeavailableformedicalemergencies:theParental/Guardianconsentform,the copyofthepupil’sEuropeanHealthInsurance Card (theoriginalstayswiththe pupil),thecopyofthe Insurance certificateandID cardwith contactdetailstotheinsuranceand assistancecompanies(the originalstayswiththepupil),aswell asthetranslationsoftheHealthformandtheParental/Guardianconsentform.Thementorshouldkeepthe originaloftheParental/Guardianconsentformandthecopiesoftheotherabovementioneddocuments.The hostfamilyshouldkeepthecopyofalltheabove-mentioneddocuments.Thepupilhas todeliverhis/her Health formin a sealedenvelope to the medical service of the hosting school as well as to the host family.

Thefirstactionmustbetakenbythementororthe hostfamilyasexplainedabove.Thementor/host familyshouldbeabletoquicklycollectandprovidethefollowinginformation(alltheinformationmust be treated asconfidential):

  • Exact condition andsafety of the pupil
  • Correct nameand birth date of the pupil
  • Symptoms andcomplications
  • Treatment already received and given bywhom
  • Documents needed for thehealth emergency (asstated above)
  • In case of death, further facts have to be checked:
  • Circumstances of death (time, place, event)
  • Who has been notified
  • Where is thebody
  • Liaisonwith police and notification of theembassy concerned, if necessary.
  • Collection ofall medical reports, death certificate and police reports
  • LiaisonwithInsurance regardingthereturnof bodyandthe funeral.

4.2.2 Psychological emergencies

This categoryincludes situationsthatrequire specialpsychologicaltreatment/monitoring,such as illness,unwantedpregnancy,psychologicalconsequencesof crime,drugsandalcoholabuse, depression,eatingdisorders,etc.Interventionforproblemsinthiscategory caneitherbe requestedby thepupilhim/herselforwarningsignsshouldbedetectedbythehostfamily,thementor,other teachers or fellow pupils.

Thementor,incooperationwiththehostfamilyifnecessary,shouldhelptofindaskilledpersonto give psychologicalsupportto the pupil,e.g.among theresource persons of the host school.

  • Ifthesituationalsoinvolveshealthproblems, andinallcaseswherethereisaseriouscrisis, the same procedures as for medical emergenciesshould bestarted.
  • Contact with localspecialist institutions is recommended.

4.2.3 In the event of crime committedon the pupil

Thiscategory canincludesituationsinwhichthepupilisavictim ofacrimesuchasviolenceor theft.

The followingprocedureshould be followed:

  • Eitherthepupil/host family contacts thepoliceimmediately,ornotifiesthementor,whohelpsindealing with the police and possible insurance issues; if possible, the pupil’s parent/guardian must be notified beforehand;
  • Ifthepupilcontactsthepolicehimself/herself(orifthisisdonebythehostfamily)thementor must be notified assoon as possible;
  • Thehostfamilyandparent(s)/guardian(s) areinformedbythementor andinvolvedwhere appropriate.
  • The mentor assists the pupil in reportingthe case to the relevant authorities.
  • ThementorassiststhepupilincontactingtheMedical Insurancewheneverpsychologicalassistance is needed.

Someofthe actioninthe ‘psychologicalemergencies’sectionmaybenecessaryforpsychological supporttothepupil.

4.2.4 Breaches of the rules of conduct and legalproblems caused bythe pupil

Thiscategorycanincludebreachesoftherulesofconductandalsolegalproblemscausedbythe pupil such asviolence,drugs and alcoholabuse, accidentsorpolice arrestand detention. Thebasic emergency procedure should be applied.Thementor/host family should also beable to:

  • Quickly collect the reasonsfor arrest or charges made
  • Find out whether the pupil has been detained and, if so,
  • Find out the details of the policestaff involved
  • Liaise with pupil and police
  • Inform the Management of the hosting school (via the mentor)

Incaseofaseriousbreachofrules/lawsofthecountry,thementorcanproposetoterminatethepupil’s stay,afterconsulting the Management of the hosting school. The final decision is to the Management of the hosting school.

4.2.5 Familypressure to return home

  • The pupil/thehost family tells the mentor thatthe familywouldlikethe pupilto come back
  • Thementor atthehostschool/contactpersonatthesendingschooldiscussthereasonswith the family
  • Unlessthereasonisrelatedtoseriousillness ordeathinthefamily,thementor/contact teacher should first try to convincethe family that the pupilshouldcontinue thevisit
  • Ifthefamilystillwantsthepupiltocomehome,thementorandtheManagement of the hosting school will terminate thestay. The travel expenses and all other costs are borne by the family.

4.2.6 Serious illness/death in the family

  • The pupil informs the mentor about the serious illness/death in the family
  • ThementorcontactstheInsuranceatthededicatedphone numberandrequestshelp in arranginga triphomeforthepupil.Arrangementsthatare madeand paidforby the mentor/school/hostfamily/pupilwithout theagreementoftheInsurancewillnotbe reimbursed.

4.2.7 Conflictswith the host family

  • The pupil/thehost family informs the mentor about theconflict
  • In case of a minorconflict, the mentor tries to mediate
  • Intheevent ofirreconcilabledifferences between thehostfamily andthe pupil,and where mediation hasbeentriedandhasnotledtoanacceptablesolution,the body which has helped finding a host family originally will support finding an alternative as soon as possible, however, it is within the responsibility of the parents/legal representatives/guardians of the pupilto find alternative accomodation, or repatriation ofthe pupilwithina maximum of 3 days.
  • Intheevent of aserious breachofrules bythepupil,thehostfamily can askfor theimmediate termination of the pupil’s stay and require the legal representatives of the pupilto make arrangements for alternative accommodationor repatriation. In caseof repatriation, the travel costs willbe borne by the parent(s)/guardian(s) of the pupil.
  • Intheeventofany doubtsinrelationtoa hostfamilyandchild protectionrisk issues, the mentor together with the Management of the hosting school willimmediatelyremovethepupilfromthefamilyandprovidethepupil withalternative accommodation.Costs willbe borne by the parent(s)/guardian(s) of the pupil.

4.2.8 Conflictwith the mentor

  • The pupil/thehost family/the contact teacher at the sendingschool informs the Management of the host school about the problem.
  • In case of a minorconflict, the director tries to mediate.
  • In case of irreconcilable conflict or aloss of trust, a newmentor is nominated.

Insurance for visiting Pupils

1. Pupil’sownhealthcover

  • A participating pupil must be covered by a national health scheme prior to the departure. This cover entitles toreceive a European HealthInsurance Card[2].
  • Thepupil/parent(s)/guardian(s) mustcompiledocumentationrelatedtothepupil’snationalor other health scheme and makesure that the pupil hasa EuropeanHealth InsuranceCard.
  • Copies of this documentation mustbe transmitted to the mentor.

2.Apupil participating in a mobility programme must be covered by an Assistance Insurance (travel insurance).Copies ofthe InsurancePlandocumentation(insurance certificateandIDcard)shouldbe transmitted to the mentor.

TheInsuranceguideforvisitingpupilswill be madeavailableonthewebsite oftheEuropean Schools:

[1]Thecontentof thisformisadaptedfromtheEuropeanVoluntaryServicecrisismanual.

[2]Details onEuropean Health Insurance Card can be found at (10/2016)