Crisis Management: Role of the CSAO 2014 Alice Manicur Symposium NASPA Julie M. Wong University of South Florida St. Petersburg.

Crisis Management:

Role of the CSAO

2014 Alice Manicur SymposiumNASPA

Julie M. Wong University of South Florida St. Petersburg

Zenobia Lawrence

HikesAugust 17, 1955 – October 27, 2008

A tribute to Zenobia Hikes - YouTube.htm

Enough is Enough campaign to stem societal violence - YouTube.htm

Virginia Tech 2005-2008Vice President Student Affairs

What is a Crisis?

Requires Immediate University attention and action

ComponentsImmediate Care of Students

Impact on campus community

Instant communication with media & social media

Communication with President, Trustees, and campus

Legal Issues (State Law, Code of Conduct, FERPA)

Follow Up

Prior to a CrisisA little BIT of this and a little bit of TAT

Data ManagementCase Manager

Relationships with Sr. Staff

Hire Loyal Staff

CAPS – Counseling Staff

Words of WisdomEnough is Enough 2010

Early Warning Systems

Planning and Preparation

Student Affairs Crisis Response Team

Pre-established communication messages

Public Relations Plans

Immediate Response (First 24 Hours)

Open Communication

Campus Resources

Leadership During a Crisis

Communication

Clear Decision-making

Caring for others

Follow-up/Documentation

CommunicationIncident OccursPolice RespondsUniversity and President NotifiedVice President of Communications NotifiedGeneral Counsel NotifiedCabinet discusses plan of action Communication with all agencies before

media notification and spokesperson is authorized to speak on behalf of the university

Legal IssuesWhich law enforcement has jurisdiction over

your campus

State Reporting Laws

FERPA

Cleary Act

Code of Conduct

Civil Rights

ADA

HIPPA

Follow-upCampus Community / External and

Internal

Students(s)

Memorial Service (if applicable)

On-going Issues

Review of Infrastructure

University Administrators will be

judged on 3 things:1.What systems campus officials

had put in place to manage the crisis

2.The immediate response from university officials during the crisis

3.Follow-up after the Crisis

4 Basic Questions1.What did you know?

2.When did you know it?

3.What did you do about it?

4.What are you going to do to ensure that it never happens again?

UCF – Case Study

Tower Shooting Incident – March 18, 2013 Early Morning

Subject died – gunshot wound to head 100 Rounds of ammunition, assault weapon, explosives,

to-do list

President – After Action Review

State University System (SUS) Crisis Management Conference July 9-10, 2013

UCF Case Continued

Fall 2012: Subject withdrew from 2 classes dropping from 10 to 3 credits and did not seek written approval to stay in residence

Subject did not enroll in Spring 2013 semester

Subject made $250 deposit for 2012-13 contract but never made additional payments. Late fees assessed.

Lessons Learned UCFSpeed of first responders

Relationship with partner law enforcement

Emergency Management Command Post: Recent purchase of Mobile Command Post

Basic Care\shelter – Student Union and Arena, 80 displaced.

Counselors

UCF CommunicationsMarch 18 – 1.3 million messages via texts,

emails, & UCF Alert System

21 Tweets

25 Updates to Home Page

Multiple Interviews with Media

Email to UCF Community March 18th from President

Complete Transparency: Media-5 hours after incident, DropBox – 100’s of public records

Leadership5am, 10 am, 3pm – March 18

Reports to Board of Governors and Board of Trustees

CAPS Support-Door to Door, Therapy Dog

Housing & Res Life – Call center

UCF ConcernsHow was student not enrolled living on campus?

How was a student who had not paid rent living on campus?

What are policies for room inspections?

UCF Lessons LearnedLack of formally assigned listing of “essential

personnel”

Lack of standardized university wide key access

Difficulty in determining who is present at evacuation

Do critical UCF Departments have adequate staffing?

Website became intermittently unavailable for 90 min. mid-day

Opportunity

Organized

Resourceful

Dedicated

Team Oriented

Execution

Leadership

Quick\Nimble

Compassion Care

ReferencesBrian Hemphill, Brandi LaBanc, Enough is

Enough. Sterling, Virginia: Stylus, 2010

Lucinda Roy, No Right to Remain Silent. New York: Three Rivers Press, 2009

Laurence Barton, Crisis Leadership Now. New York: McGraw-Hill, 2008

UCF After-Action Review – Tower #1 Shooting Incident March 18, 2013 Final Report

“Enough is Enough”

http//www.EnoughisEnoughcampaign.org

Dr. Zenobia Lawrence HikesAugust 17, 1955 – October 27, 2008