INTRODUCTION

This document has been developed to mitigate the risks associated with any emergency and crisis situation for participants in ABROADER’s programs. By identifying, assessing, and responding to the risks in order to prevent or reduce the likelihood of their occurrence, ABROADER aims to ensure every participant taking part in our programs a safe and enjoyable experience. 

ABROADER acknowledges logistical and administrative involvement. If there is a co-organizer in the program, including Sending Universities and Organization, both parties’ risk management plans and Code of Conduct are considered and executed together.

ABROADER RISK MANAGEMENT 

In accordance with the protocols of participant’s Sending Organization (University/ Partner Organization), ABROADER risk management team will make decisions that are best for the health and safety of the participants.

Emergency Numbers 

Emergency Contacts (All program 24/7): + 84 909 685 498

Vietnam Primary Emergency Contact 

In the event of an emergency, the On-Site Program Coordinator (OPC) should be the first point to contact, as people in-country and travelling with the group are most able to help.

Each participant has designated OPC’s contacts saved on their phones and printed on their SOS Cards. 

Emergencies Defined

An emergency is any situation where the participant or participant’s health and safety has become compromised. This includes medical emergencies and hospitalization, crime incidents, sexual assault, natural disasters, missing persons, political upheaval, evacuation, death, etc. It is our responsibility to handle all emergency situations.

Perceived Emergencies Defined

Some situations may be interpreted as an emergency by a participant or participant when it is not in fact an emergency. These are called “perceived emergencies”, some common examples and how we address them are:

The participant or participant has not contacted or is ignoring contact of a relative back at home and the relative is concerned about the wellbeing of the participant or participant. We will contact the participant or participant and ensure they respond to their relative and reassure the relative that the participant or participant is safe and we have talked to them.

The participant or participant’s electricity, water, or phone line is temporarily out in their accommodation. This is quite common in Vietnam and is always only temporary. If the situation persists after 24-hours, we will look into it further and find a temporary solution until it is resolved, if deemed necessary.

The participant or participant’s credit card or checking account is frozen. This is not our responsibility to take care of, but we can assist the participant with contacting their bank and working things out. It is encouraged to bring a second source of money, in case of this or similar incidents.

The participant or participant’s wallet, laptop, passport, or the other valuable items have been stolen or pick-pocketed. We will assist the participant or participant with reporting the incident to the local police. If they want to claim under their travel insurance, a copy of this police report is required. If a passport has been stolen, we will assist in getting the participant to the nearest embassy or consulate to arrange for a new passport to be issued as soon as possible.

An incident occurs in a different part of Vietnam that does not affect the area that participant is located in, but it has been reported on national news. We will contact all participants in the country or expected to arrive soon and advise them about the incident while emphasizing that they will not be affected and provide a threat warning level. We also ask that all participants report to their families to reassure them that they are safe in their location.

During these situations, it is our responsibility to make a judgment call on the seriousness of the situation and respond appropriately.

RISK MANAGEMENT MEASURES

Prior to Program

Information Collection

Before arrival, ABROADER collects all of the following information from our participants and participants:

Travel details: Arrival and departure flight information including times, flight numbers, and airlines so that we can provide proper pick-up and drop-off

Medical information history: Participants need to detail their medical history both physically and mentally, highlighting any conditions that should be aware of. Participants are required to provide precise medical information following the Vietnamese government policy before the program starts. All medical information given to us is confidential and will not be shared with anyone unless necessary.  

Emergency contacts: All participants need to provide two (02) emergency contacts, excluding contacts from their sending university/ organization. 

Skills-based information: a CV/resume is required for most of our participants and participants so that we and the company or school they are working with are aware of their skills and the type of work they are capable of doing.

Medical insurance: all participants and participants must have international travel insurance and provide us with the details of this policy so that the site-team can understand the coverage and best support the participants in case of emergency.

Passport copies: A copy of the participant’s passport is required to ensure student health and safety and to comply with potential requests from local authorities.

Participants’ health, diet and safety details will be kept confidential and only used by OPC for organizing purposes. If participants have existing health conditions that other stakeholders should be aware of, for example their host companies or host schools, they will be informed accordingly. Before the program. the OPC will go over any specific preparations or concerns as it relates to the participant.

Health and Safety

It is important for our participants and participants to have a general awareness of health and safety concerns in Vietnam. We will provide safety information regarding any local outbreaks of diseases or any common ailments faced by locals and foreigners who may not be used to the climate, water, food, etc. We also provide phone numbers and addresses for trusted, local hospitals in Ho Chi Minh City and Hanoi in the pre-departure guide that the participants should save and have on them at all times in case of emergency.

Vaccination

Participants have to certify they are fully vaccinated against COVID-19. They must provide a negative COVID-19 viral test within three calendar days of travel. Participants are also advised to look at their own country’s vaccination guides for traveling to Vietnam. As all countries have different guidelines that change quite often, it is difficult for us to provide up-to-date and correct information. Participants should always check with their own country’s embassy websites to ensure they follow the guidelines upon their entry to Vietnam. 

Mental Health

Participants and/ or their sending organization should disclose to ABROADER participants mental health conditions, either in the past or existing issue, including depression, anxiety, bipolar, schizophrenia or any psychological disorder. 

ABROADER may request the participant or their sending organization to seek professional counseling prior to departure. If the participant has a designated mental health doctor, they are advised to inform the doctor of their travel and ways to keep communication during the program. 

Pre-departure 

Prior to departure, all participants will be issued a pre-departure handbook and emergency contact card (SOS Card) with information about the program details, health & safety issues, culture shock & re-entry, transportation, accommodation, food and more. 

The SOS Card is a printable card that participants can put physically in their wallets and/ or their luggage so that the ABROADER Program Coordinator can be communicated to even in the case that the participants lose their electronic devices or luggage. The SOS Card will have the contact details of:

Contact details of Onsite Program Coordinator (OPC)

Contact details of Country Emergency Contact

Contact details for accommodation

Participants will also attend an online pre-departure session conducted by the OPC which covers all key health and safety information and a Questions & Answer session to help participants be prepared for different emergency scenarios on the way to Vietnam, including missing flight, luggage or visa issue, and during the program.

During Program

On-site Orientation

Once a participant arrives in the country, they will take part in an on-site orientation program that will highlight, again, local health and safety issues, and, at that time, information will be given to participants as to what procedures to follow should an emergency situation arise. Participants will be given a Country Handbook – a short guide printed in A5 format that includes all key health, safety, and contact details specific to the program that the participant can bring with them on the go. 

Communication with Onsite Program Coordinator (OPC)

The participant will be informed of program code of conducts, which include how they should communicate with the designated onsite program coordinator (OPC). Participants will need to notify the ABROADER OPC if they are planning on travelling away from the program location for any period of time, including for work trips. They will be asked to notify the OPC in person, by phone or email at least 24 hours in advance of such an occurrence and will need to leave a detailed itinerary of his/her travel plans. It will be stressed that if they are out of communication for more than 24 hours, without having left notice of his/her plans, a missing person’s report will be filed with the local authorities.

Regarding our support in communication with the host organization and host family, ABROADER will sign an independent agreement with every host to guarantee that their responsibilities to the interns, policies and procedures are well understood and properly agreed upon in writing. What OPC is accountable for includes introducing participants and providing ongoing/ emergency support, in addition to stating our expectations.

RISK SITUATION RESPONSES

Before the program starts, participants and ABROADER are ensured to have mutual understanding about Terms & Conditions. Participants are provided with detailed guidelines regarding life abroad in Pre-departure Guide and Pre-departure Call to have a good preparation and expectation management for the program in Vietnam. Below are ABROADER’s responses to mitigate the risks occurring in our programs. 

1. Flight delay 

• OPC will check flight details to support participants remotely via phone call and/or text messages.
• Depending on the delayed time, OPC will inform the participant of the next steps, either OPC will wait at the airport for pick-up, or arrange a taxi driver instead. 
• In any case, the participants will be ensured to receive and confirm all the updated information.

2. Visa issue

• ABROADER staff will carefully check important information regarding the participant’s visa approval letter including passport number, participant’s name, duration, and visa type.
• Before participants’ departure from their home country, ABROADER staff will double check all the documents necessary for participants to get a Visa on Arrival. 
• When picking up participants at the airport, OPC will bring with him/her copies of important documents to support participants in getting through customs. 
• If the participants arrive outside the pick-up hours (8 am – 8 pm Vietnam time), OPC will support the participants remotely if any problem arises. 

3. Pick-up issue

• Before departure to Vietnam, participants are well informed of the pick-up spot at the airport in the Pre-departure call. 
• In case participants cannot find pick-up staff at the agreed spot, they are advised to send a photo or videos or share location if possible. 
• If participants come out of the pick-up hours for OPC and cannot find the pick-up driver, immediately contact OPC to be supported. 

4. Luggage loss by airline

• Before departure to Vietnam, participants are suggested to write the address of the ABROADER office in their destination city and OPC contact (Local phone number) on luggage tag for a convenient communication in case of emergency. 
• In case of luggage loss, participants are guided in pre-departure call to report the issue, leave ABROADER’s address and contact (same as put on lost luggage tag), and receive Baggage – claim form from the airline. 
• OPC will accompany participants to buy essentials while waiting for the baggage to be found.
• OPC will follow up to ensure the baggage is returned and compensation is sought from the airline. 

5. Food poison 

ABROADER actions to mitigate risks related to food are mentioned in the Pre-departure Guide and reemphasized in Orientation. If OPC is notified of such situation and participant needs hospitalizing, OPC will:

• Come to the participant’s place as soon as possible and at the same time contact the nearest international hospital for doctor booking.
• Escort participants to hospital and support him/her physically and mentally. 
• Help participants in collecting necessary documents from the hospital for insurance claims if it is covered. 
• Frequent check-in with participants after being discharged from the hospital. 
• ABROADER will immediately update the Sending Organizations (University or Partner Agency), participant’s emergency contact if necessary, about the participant’s situation. 

6. Car/Motorbike accidents

Participants are advised not to drive cars or motorbikes in Vietnam because the insurance does not cover accidents caused by driving cars/ motorbikes. If such situation occurs, ABROADER responses are as below:

• OPC will talk to participants via phone call to comfort them and to understand the situation if OPC cannot be at the site in a short notice.
• OPC come to the site and assist participants in hospitalizing if necessary.
• Escort participants to hospital and support him/her physically and mentally. 
• If the situation involves media, ABROADER refuses to share participant’ personal information and OPC does not have the right to speak on behalf of the participant in media
• If the situation involves police, OPC will support participant in terms of communication (translating if necessary) and keep updated with the police about the participant’s case.

7. Property loss in local vehicles/ Overcharging

• Participants are advised to book vehicles through the app and always take a photo of the vehicle’s plate number, driver’s information and never get on a car with an unmatched plate number with the booking from the app.
• OPC will assist participants in contacting relevant local stakeholders to cope with the situation. 

8. Conflict between participants and host organization/family or among participants

• OPC will listen to the party reporting the conflict to understand the perspectives on the matter.
• OPC will discuss with the reporting party the next steps to handle the issue. 
• If the issue requires the presence of relevant parties, the OPC will sit down with all parties and manage to handle the issue in harmony. 
• OPC will check-in with each party as a follow-up after the issue is dealt to see if the situation is going well. 

EMERGENCY AND CRISIS RESPONSE PROCEDURE 

Most safety and emergency responses are on a case-by-case basis, however, it helps to have a plan in place for unfortunate or stressful events. These guidelines are set to protect the safety and well-being of the participant as well as protect ABROADER as it relates to proper emergency response. In the case of an emergency, ABROADER staff (specifically the OPC) will generally follow the guidelines below.

1. Identify the problem(s) and accurately assess the situation 

As soon as the risk is identified, ABROADER’s Emergency Response Team will immediately begin constant communication with the participant(s) until the crisis is dealt with. ABROADER will utilize all international available resources, the pertinent Embassy or consulate, local authorities etc. as resources to identify the issue and accurately assess the situation.

2. Ensure the safety of the participant 

If a legitimate concern has been identified, ABROADER will first ensure the safety of the participant. Action to be taken could include contacting ambulance, campus security, local police, fire department, counselling services, home country’s Embassy, etc. All of the in-country emergency contact information will be provided to the participant prior to departure. The participant will always be provided an SOS card and be instructed to keep this emergency card with them.

3. Contact appropriate people in the participant’s home country 

The participant’s emergency contacts, the Sending Organization (University or Partner Agency) and other appropriate individuals/organizations. Communication will be made within 24 hours – if possible. 

4. Determine the scope of crisis and find solutions

After the emergency, if conflicts arise as a result of the crisis, appropriate authorities, including the local government, the Embassy, will be involved to assess and resolve the situation. Participant’s Sending Organization (University or Partner Agency) will also be consulted during the process.

If the crisis cannot be resolved, the OPC will make an assessment if the situation poses threats to participants’ safety and well-being. Utilizing the information collected from local government, participant’s embassy and sending organization, considering the scope of the crisis and consulting participants’ positions on the situation, ABROADER will decide on whether to continue, suspend or cancel the program. If the participant(s) is part of a program by a sending university/ organization, the decision will be made and agreed upon between ABROADER and their home country organization. 

5. Continuance of program

If the decision is made to continue the program, following an in-country crisis, participants will be notified of this immediately via the OPC. Additionally, the OPC will meet with each participant individually to determine if she/he is mentally/emotionally prepared and able to continue with the program. If there are any questions about the participants mental stability, this will be considered and communicated to the participants’ university/ organization. ABROADER will notify participant’s emergency contacts of the decision and answer any questions the participant might have.

6. Suspension of program 

If the decision is made to suspend the program, ABROADER in conjunction with the Sending Organization (University or Partner Agency) will determine the length of time the program is suspended, considering its impact on the well-being of the participants. If the suspension of the program is more than three days, activities will be planned for the participants to keep them cohesive as a group. 

7. Cancellation of the program

Cancellation or suspension of any program will result if:

• Participant’s home country government issues a travel warning advising their citizens to leave the location/region, city, country where the program is based. This will be associated with a high-risk situation i.e. political tension, terrorism, natural disaster, disease outbreak (like COVID-19 pandemic).

• ABROADER or Participant’s Sending Organization (University or Partner Agency) deems it necessary to cancel or suspend the program for any other reason, i.e., the safety and welfare of the participants are in jeopardy.

In the event of a program being cancelled or suspended:

• Participants will be brought to a secure location and notified immediately of the program cancellation and the procedures for evacuating the country.
• ABROADER will notify the Participant’s Sending Organization (University or Partner Agency), update them on the situation and agree on a suitable course of action.
• ABROADER will notify participant’s emergency contacts of the decision and answer any questions they might have.
• ABROADER will work with participants (and University staff) to make flights out of the country.
• ABROADER will notify any local partners, institutions or organizations related to the program.

8. Follow up with participant

After the crisis is resolved, the OPC will continue to meet with participants for the rest of the program or if cancelled, after the participants leave the location, to follow up with each participant individually and check in on their physical and mental well-being. The staff will determine her/his mental state in coordination with any professional staff from the participants’ home Sending Organization (University or Partner Agency). If necessary, referral to a licensed psychologist or other medical professional might be necessary.

9. Document Incident Report

ABROADER will document the participant account and reactions to what happened in an Incident Report (Appendix) and send a copy to the Sending Organization (University or Partner Agency).

10. Review

After a crisis has been reported, ABROADER, together with appropriate stakeholders, review risk management measures to ensure the most effective solutions.

• Information is available about the participant’s situation and delay is sustained by over 5 hours, inform the participant’s emergency contact, Sending Organization (University or Partner Agency) to keep them updated.
• If refused entry, attempt to resolve and liaise with participants directly/via phone.

EMERGENCY SITUATION RESPONSES

This section lists out ABROADER’s guidelines to respond during specific situations:

1. Medical Emergency

• In this case, Intern’s Safety is of utmost priority. If the student or intern is in a critical condition, we will call an ambulance immediately and accompany the student or intern to the hospital. If it is not a critical condition, we will use a taxi to accompany the student or intern to the hospital and stay with them as long as needed.
• Once the intern has been medically treated, the On-Site Program Coordinator will communicate the incident with the Sending Organization (University/ Organization) to notify and determine who will inform the intern’s emergency contact and explain the known extent of injury or illness. 
• Participants’ relevant contacts, including Host companies or schools, host family will also be informed.  
• The On-Site Program Coordinator will provide a report to the Sending Organization that will include the intern’s full name, DOB, time of accident or illness, circumstances surrounding accident or illness, known extent of injuries, hospital contact information and/or physician contact information and the intern’s individual contact information, if available.
• OPC will monitor the situation until such time the intern’s condition has stabilized and keep the emergency contact and the Sending Institute’s staff informed at all times. The OPC or on-site contact will stay with the injured intern until such time it is determined that his/her condition has stabilized, or they are released from hospital.
• ABROADER will determine if medical evacuation is necessary.
• If medical evacuation is required, ABROADER will work with airlines to determine how to proceed, determine whether the intern will be accompanied (by the OPC, or emergency contact), and determine if any special immigration documentation is necessary.
• If no evacuation is necessary, the On-Site Program Coordinator will monitor the intern’s health and report back to emergency contact at determined intervals.
• If condition improves, ABROADER will work with any local partners/learning institutions to prepare for release from hospital.
• If condition worsens, ABROADER in coordination with the Sending Organization (University or Partner Agency) will determine if emergency contact or next of kin will visit. ABROADER will assist with all logistics. ABROADER and the Sending Institute will determine if insurance will cover the cost of emergency contact flying to site location – if required.
• If death results, ABROADER will work with the family/emergency contacts and the intern’s sending organization to repatriate the remains. 

2. Crime against the Intern 

• If the intern has not yet done so, OPC will report the crime to the police. At the same time, will determine if the intern has been physically harmed. 
• ABROADER will communicate the matter to the intern’s Sending Organization (University or Partner Agency).
• ABROADER will ensure that the student follows proper local laws in reporting the crime i.e. completing any paperwork, acting as a witness, etc. The On-Site Program Coordinator will act as a liaison with the local authorities to ensure that the intern is treated appropriately/fairly. Where warranted, a local lawyer/solicitor or similar will be consulted.
• If no life threatening physical or mental harm has taken place, ABROADER will determine whether the intern wants to contact his/her emergency contact or if the intern will do so.
• After the incident has been taken care of, OPC will meet with the intern individually to determine if he/she has any lasting effects. If so, ABROADER will refer the intern to a local medical professional skilled in dealing with post-traumatic stress or related concerns. This information will be communicated to the intern’s Sending Organization (University or Partner Agency).
• On-Site Program Coordinator will compile a report, keep on the intern’s file and send a copy to the Sending Organization (University or Partner Agency).

3. Harassment (Sexually or Otherwise)

ABROADER does not tolerate harassment of any form of harassment, including harassment based on one’s race, color, religion, sex, sexual orientation, place of origin, age, disability, family status or any other personal attribute protected by local law, will be treated as a disciplinary matter. 

Harassment, including sexual harassment, involves an incident or series of incidents, wherein unwelcome comments or actions concerning a person’s race, color, religion, sex, sexual orientation, place of origin, age, disability, family status or any other personal attribute protected by local law, when: 

Such conduct might reasonably be expected to cause insecurity, discomfort, offense or humiliation to another person or group 

Submission to such conduct is made either implicitly or explicitly a condition of employment 

Such conduct has the purpose or effect of interfering with a person’s work performance or creating an intimidating, hostile or offensive work environment

A student or intern is assaulted (sexually or otherwise): First we will determine the time and location of the assault. When speaking with the victim, we will not ask why they did or did not do something and ensure we are not placing any blame on them. We will assure them that we believe them and want to help. We will ask what details they wish to share with the police and help them provide a report. If there are injuries that need medical attention, we will take them to a Western-style hospital or clinic to ensure that the medical professionals are sensitive to a Westerner’s needs in a sexual assault case. Next, we will ask if the student or intern feels comfortable staying with the program or would like to return home, remaining understanding of their individual needs. If they would like to stay, we will refer them to local counseling services that they can go to at their own discretion. If the student or intern was part of a group, we will sit down with the group and discuss the situation refraining from naming the victim or explicit details of the incident. It is also important that we tell the group not to spread rumors to people outside of the group.

In such case that harassments occur, the course of actions is:

The On-Site Program Coordinator will talk to the person reporting the crime and determine the location and identity of the victim. When talking to the victim, the On-Site Program Coordinator will reassure them that they understand their situation and offer their full support/help.

If the On-Site Program Coordinator determines that the intern has been injured and needs medical attention (and it is not life threatening), they will go to an appropriate hospital or clinic that is most suitable to the participant’s language and cultural background. 

If the intern is no longer in immediate danger, the On-Site Program Coordinator will allow the intern to make decisions about his/her continuation on the program as well as who should be notified. On-Site Program Coordinator will clarify with the individual what details they wish to share with other parties. 

The On-Site Program Coordinator will monitor the situation and follow up with the intern, referring his/her to local counselling services as appropriate.

At any time, the victim can ask to consult another party (their home university counselor, family member etc.) or any member of our senior management team.

If necessary, On-Site Program Coordinator will notify the local police and help the victim file a report, allowing them to provide the associated information.

On-Site Program Coordinator will contact and inform the Sending Organization (University or Partner Agency). The sending organization may have the home campus counselling services involved if deemed appropriate.

If the entire group of participant (if applicable) has been made aware of the situation from the victim or other sources, the On-Site Program Coordinator will call a meeting to address the situation with the rest of the group, being careful not to divulge the name of the intern or explicit details of the event, but to reassure the group that the situation is being handled professional and all relevant parties have been communicated with. The On-Site Program Coordinator will also urge the group to protect the identity of the victim by not informing their parents, friends or others about the name of the victim or hearsay details that have been passed along to them without the victim’s consent.

4. Evacuation

When evacuation is called for, a three-stage model will apply:

• Stand-fast: Participants will be notified to stay in the location they are in, provided it is safe, and await further instruction from the On-Site Program Coordinator. 
• Consolidate: Students will go to an arranged safe haven to prepare for evacuating the location. 
• Evacuation: Participants will leave for a safe location. 

If possible, the On-Site Program Coordinator will take the group to the nearest Embassy or Consulate. The On-Site Program Coordinator will contact the Embassy immediately so they can begin to arrange the ground and air logistics of the evacuation.

5. Emotional Distress

• The On-Site Program Coordinator will assess the intern’s level of distress, taking notes of the behavior of the intern, and notify the Sending Organization (University or Partner Agency), police and/or campus security (if applicable), in the case of a potential suicide.
• The intern may need to be hospitalized. Signs of psychological or emotional distress may be as follows:
  • Expression of wish/intent to harm self or others
  • Precipitous decline in functioning i.e. academic, social, hygienic
  • Unusual conduct: oddly disruptive or antagonistic acts, self-injury
  • Excessive energy, agitation, extremely elevated moods
  • Extreme anxiety in the form of worry or panic
  • Odd thought patterns i.e. delusions, paranoia, disorientation, rambling or nonsensical speech 
  • Extreme weight loss/gain

• If the intern is struggling academically, having trouble adapting to their surroundings or having culture shock, the On-Site Program Coordinator will meet with the intern – listen to him/her and provide potential solutions in coordination with the Sending Organization (University or Partner Agency).
• The On-Site Program Coordinator may refer the intern to local or on-campus counselling services if available. It should be noted that ABROADER is also aware that some Universities may also provide distance counselling services to students based overseas – if local support is unavailable.

6. Missing of Participant

• The On-Site Program Coordinator will ask other local contacts, including host company, local buddies, host family (if applicable), and neighbors when they were last seen, who they were with, and determine how long they have been missing. We will attempt to contact them via multiple outlets (phone, email, social media, etc.). 
• The On-Site Program Coordinator will contact the participant’s University —and also find out if they have been in contact with them.
• If no one has any idea what has happened or where they have gone, we will notify local authorities/police and ask them to check hospital and city records. The On-Site Program Coordinator will find out how long a person must be missing before a report can be filed and what the procedure is in the host country for filing such a report.
• ABROADER, in coordination with the sending University, will notify emergency contact(s) and also find out if they have been in contact with the student.
• On-Site Program Coordinator will comply and fully support local authorities once an investigation is open and will report regularly to the sending University and when warranted, with emergency contact.
• The situation will be closely monitored by the On-Site Program Coordinator, in coordination with the sending University, to determine if a representative from the participant’s family should go to the site location. ABROADER will assist with arranging this if required and/or requested.
• If the participant is found and there are no ongoing related issues, the On-Site Program Coordinator will assist students with adjusting back to normal academic and social life.
• If a participant is found and he or she is traumatized, ABROADER will refer the participant to local medical authorities and assess the level to which the participant has been affected. ABROADER will determine if continuation of the program is possible.
• If a participant is dead, ABROADER will follow protocol in the next section.
• The On-Site Program Coordinator will document the incident via the incident report form. The incident report form can be supplied to the sending University if requested.

7. Death of Participant

• ABROADER will communicate with local authorities, participant’s Embassy, legal representatives, the sending University etc. to ensure that all necessary organizations are notified by appropriate parties. 
• At the time of notification, the following information will be reported: deceased name, DOB, cause of death, time of death, place of death, name of undertaker/morgue, deceased religion, other participants involved, has deceased’s emergency contact been notified, has the Embassy been notified, has the University/ Sending Organization been notified. 
• The ABROADER Director will consult with the Crisis Management Team, the Embassy and the Sending University to determine best protocol for notifying next of kin. 
• Other participants on the program will be notified and grief counselling will be arranged. 
• ABROADER can assist next of kin with travel plans, collecting participant’s personal effects, and repatriation of remains, in close coordination with the sending University/ Organization.

8. Arrest of Participant

• Once the On-Site Program Coordinator has been notified of a participant’s arrest, the On-Site Program Coordinator will assess the situation, collecting as many details as possible. The OnSite Program Coordinator will begin writing a log as soon as the crisis develops. 
• ABROADER will ascertain whether the participant wants/needs legal representation i.e. how serious is the crime of which he/she is accused. At this time OPC will also attempt to determine the physical/mental state of the student. If a personal visit is allowed, the On-Site Program Coordinator will visit to make above determinations. 
• The On-Site Program Coordinator will notify the University immediately and report on the status of the participant and legal/criminal implications. 
• If allegations are minor i.e. no jail time, only fines, the participant will be given moral support by On-Site Program Coordinator and, if needed, referred to local medical staff for counselling. The On-Site Program Coordinator will follow up with participants on a regular basis until it is felt the situation is resolved. 
• If allegations of criminal activity are serious, in consultation with the participant and the participants’ sending University, the OPC will contact the Embassy for advice as to legal representation. The On-Site Program Coordinator will ask the Consular Office what legal counsel is available to the participant and inform the participant. The Consular Office will ensure that the participant’s human rights will be preserved and usually notify the imprisoned participant’s family or friends if given permission by the imprisoned participant. 
• If allegations of crime are serious (pending jail and/or prison time), emergency contact(s) will be notified. The participants’ sending University/ organization will also be kept fully informed. 
• The On-Site Program Coordinator will visit the participant as much as possible and offer support. The On-Site Program Coordinator will provide food, a change of clothes, or other basic necessities as appropriate.

9. Culture Shock 

This is common among younger and inexperienced students or interns. We will listen to them and go over the process of culture shock with them. We will remind them that what they are feeling is okay, and that many other students and interns go through the same feelings, but in the end they are glad they stuck with the program. We will ask them if there is anything we can do to help ease them into this new environment better and offer practical solutions. We will involve the participant’s sending organization/ university to be informed of the situation and provide counseling for participants using their resources. If the participant continues to insist on going home, we will happily help get them sorted out logistically. 

• The On-Site Program Coordinator will listen to the participants and go over the process of culture shock with them. The On-Site Program Coordinator will remind the participants that it is ok to feel homesick, or uncomfortable, or lonely at times and that participants in the past who felt the same way were glad that they stuck it out and finished the program.
• The On-Site Program Coordinator will ask the participants what might help alleviate their discomfort and offer practical solutions. If the condition persists, the On-site Program Coordinator will involve the participant’s sending University/ Organization to be informed of the situation and provide counseling for participants, if available.
• If the participant still adamantly wants to return home, the On-Site Program Coordinator will inform the Sending University/ Organization to decide whether a cancellation is necessary. 
• If ABROADER, the partner organization, and the participant agree upon a cancellation, The On-Site Program Coordinator will have the participant sign the Program Departure Form (once the Sending University/ Organization has approved the withdrawal). ABROADER will communicate with the home University to determine any official steps they require – prior to departure or on arrival home. ABROADER will also help the participant make necessary logistical arrangements, but the costs incurred are the participant’s responsibility.
• In most cases the participant will call home before informing the On-Site Program Coordinator they have culture shock. In most cases the participant will be unsure that they even have culture shock. The On-Site Program Coordinator will watch the participant/ group closely and see if anyone is acting lonely, not interacting, or calling home often. The On-Site Program Coordinator will work hard to integrate all participants into the group and ensure they feel comfortable and supported. 

ABROADER’ S APPROVAL

MISCELLANEOUS 

This manual will be reviewed and, if necessary, revised in the light of legislative or codes of practice and organisational changes. Improvements will be made to the management by learning from experience and the use of established reviews. 

Should any amendments, revisions, or updates be made to this manual it is the responsibility of ABROADER to see that all relevant individuals within the scope of the manual receive written notice via email. 

If you require any additional information or clarification regarding this policy, please contact partner@abroader.org.