Leading Through a Campus Crisis

1. Leading Through a Campus Crisis Presented by: Lisa Erwin, PhD Vice President for Student Development and Enrollment Bemidji State University Connie Gores, PhD Vice President for Student Life and Development Winona State University October 22, 2009

2. Leading Through a Campus Crisis What is a Campus Crisis? • Disrupts normal operations • Threatens personal safety, financial operations, reputation, integrity of institution, etc. Crises Affecting Campuses • Environmental • Facilities-related • Technology-related • Human

3. Prevention Crisis Planning Recovery Preparedness Response

4. Leading Through a Campus Crisis WSU Incident: English Language program – academic, social, cultural Swimming accident; Flown to La Crosse --- intensive care Three days later cousin arrived in U.S.; student died Mother arrived in U.S. Memorial Services Response: • Assembled the team • Assigned shifts at the hospital • Created contact list with names, phones, schedules • Daily meetings with incident team

5. WSU incident and response, cont. • Communicated with Family • Contacted State Department • Ongoing communication with Hospital • Communication with Insurance Company • Twice-daily meetings with English Language Center students • Communication with media, campus community • Considered Cultural and faith-related issues • Arranged for funeral home • Hosted family from out of town • Kept notes as events unfolded • Thanked local participants and others • Debriefing sessions

6. 10 Lessons Learned as Incident Commander 1) Preparation is Key 2) Look for novelty of situation – each is different 3) Timing is important – some questions can wait 4) Be comfortable giving directions – up, down, sideways 5) Multiple Roles - Coach, Cheerleader, Counselor 6) Consider Cultural implications

7. 10 Lessons Learned, cont. 7) Ask questions at each step – What do we know? What don’t we know? Who needs to know? Who else should be involved? What should we be asking? 8) Protect your mental health 9) Listen to your mother – eat healthy snacks, get enough sleep, drink lots of water 10) Make sure you have someone to do your laundry

8. Questions?

9. Bemidji State Incident • Release of financial aid data through errant emails • Over 2,000 students impacted

10. Response • Implemented Technology Security Incident protocol • Shut down student email • CIO – VPSD&E – Dir., Communications and Marketing met daily

11. Response, Cont’d • Worked with MnSCU General Counsel • Communicated to the campus • Created talking points for offices receiving calls • Wrote letter to impacted students • Restored email service • Followed up to make sure affected offices were up to date with data privacy practices • Reviewed security of online services • Created a record of the incident

12. Lessons Learned • Make sure Technical Security Incident protocol is familiar to key players • FERPA/MnDPA train in advance • Remind campus of the importance of keeping passwords and pin numbers secure and secret • Err on the side of caution • Answer questions, reassure students

13. Questions?