Critical Incidents Policy and Procedures
Purpose
To ensure the safety and well-being of students and hosts by providing clear procedures for
managing critical incidents effectively and efficiently.
Definition
A critical incident is any event that causes, or has the potential to cause, significant harm or
disruption to the safety and well-being of a student or host, including but not limited to:
● Medical emergencies,
● Accidents,
● Abuse or neglect,
● Natural disasters,
● Serious disputes between students and hosts.
1. Immediate Response
1.1 Ensure safety
Prioritise the immediate safety of the student and others involved. If necessary, contact
emergency services (e.g., police, ambulance) immediately.
1.2 Contact the designated officers
Immediately notify the designated critical incident officers within OZiHOMESTAY: the CEO
and the Homestay Operations & Study Tour Manager. These officers are responsible for
coordinating the response and ensuring appropriate actions are taken.
2. Incident Reporting
2.1 Document the incident
Record all relevant details about the incident, including date, time, location, persons
involved, and a brief description of what occurred.
2.2 Complete an incident report form
Fill out the incident report form (enclosed). Ensure accuracy and completeness.
2.3 Notify relevant stakeholders
Notify the student’s guardian or next of kin, the educational provider, the education agent,
and any other relevant authorities.2
3. Investigation and Follow-Up
3.1 Conduct an investigation
The designated officers will lead the investigation to determine the cause of the incident
and assess any impact on the student or host. Collect statements from all parties involved
and review any evidence.
3.2 Implement corrective actions
Based on the investigation findings, implement corrective actions to prevent recurrence of
similar incidents. This may include revising policies, providing additional training, or
making changes to homestay arrangements.
3.3 Provide support
Offer support to the student and host involved in the incident. This may include counselling
services, mediation, or alternative accommodation if needed.
4. Review and Improvement
4.1 Review procedures
Review and update critical incident procedures annually to ensure they remain effective
and compliant with NEAS standards and relevant regulations.
4.2 Conduct debriefs
After managing a critical incident, conduct a debrief with involved staff to discuss what
went well, what could be improved, and any changes needed in procedures.
4.3 Record lessons learned
Document lessons learned from each incident and incorporate them into training and
procedural updates.
5. Communication
5.1 Ensure clear communication
Maintain open and clear communication with all stakeholders throughout the incident
management process. Provide timely updates and ensure all parties are informed of the
outcome and any follow-up actions.
6. Confidentiality
6.1 Maintain confidentiality
Ensure all information related to the incident is handled confidentially. Access to incident
reports and details should be restricted to authorised personnel only.
7. Training and Awareness3
7.1 Conduct training
Provide regular training for staff, students, and hosts on critical incident procedures.
Ensure that all parties are aware of their roles and responsibilities in the event of a critical
incident.
8. Documentation and Record Keeping
8.1 Maintain records
Keep detailed and secure records of all critical incidents, including reports, investigations,
and follow-up actions. Ensure records are accessible for review during quality
assessments or audits.