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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
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