| Elevare Career Institute | 3501 | |
| School Name | Institution | |
| Critical Incident and Crisis Management Policy | 2024-05-01 | 2025-03-24 |
| Policy Name | Effective Date | Revision Date |
Statement
At Elevare™ Career Institute (ECI), we prioritize the safety and wellbeing of our community by maintaining a safe environment for all. We ensure timely reporting and thorough investigation of safety incidents to prevent recurrence, fostering an atmosphere where everyone can thrive.
Purpose
To establish a culturally-sensitive, trauma-informed approach to effectively manage emergencies and crises while establishing procedures for reporting and documenting safety incidents to ensure a safe learning environment with minimal disruption to our educational mission at ECI.
Our Commitment
We are dedicated to:
- Creating a safe, inclusive environment for everyone at ECI.
- Taking quick, culturally-appropriate, and effective action when emergencies arise.
- Maintaining clear, multi-channel communication during difficult situations.
- Providing trauma-informed support to affected community members.
- Ensuring international students receive culturally appropriate support and assistance.
This policy is available on our official website elevareci.ca, located in the footer area (bottom of the page), under “Additional Policies.”
Key Terms
| Term | Definition |
|---|---|
| Safety Incident | Any event that results in or has the potential to result in injury or harm. |
| Critical Incident | Any event requiring immediate response that impacts our community’s safety or wellbeing. |
| Crisis | A serious escalation that threatens ECI‘s operations or reputation. |
| Emergency Response Team (ERT) | Members appointed from the ECI community to manage facilities and operations during critical incidents and crises. |
| Trauma-informed Response | An approach that recognizes and responds to the effects of all types of trauma. |
Scope
This policy covers all ECI community members across all campus locations, with specific provisions for:
- Domestic and international students
- Faculty and staff
- Contractors and visitors
- Online and in-person activities
Emergency Response Team
The ERT will respond to critical incidents that cannot be resolved immediately. Safety incidents that can be addressed on the spot can simply be reported.
For immediate emergency assistance outside business hours, students and staff should contact emergency services (911) directly. The ERT handles incident follow-up and non-emergency situations during regular business hours.
Core Team Members
| Role | Position | Backup | Responsibilities |
|---|---|---|---|
| Team Leader | Executive Director | Communications | Overall crisis coordination; final decision-making; external stakeholder communication |
| Operations Coordinator | Campus Admin | Student Support | Day-to-day incident management; facility and safety protocols; staff coordination |
| Student Support Lead | Student Services Coordinator | Operations | Student communication and support; documentation and reporting; resource coordination |
Emergency Contacts
- During Business Hours: Contact ERT members through campus office
- After Hours / Emergency: Call 911 directly
- Non-Emergency Issues: Submit through incident report form
Training Requirements
- Annual emergency response training for all ERT members
- Cross-training in backup roles
- First aid certification for at least one team member
Prevention and Preparation
The Institute is committed to ensuring the safety of all stakeholders through:
- Regular risk assessments of the campus
- Maintenance and restock of emergency supplies
- Updated emergency response plans and local emergency contacts
- Training and drills of staff members
Resource Identification
On-Site Resources:
- First aid supplies and Naloxone kits
- Fire extinguishers
- Emergency contact list (Appendix A)
- Incident report forms
- Emergency procedures manual
External Resources:
- Emergency services
- Support services
- Translation services
- Cultural support
- Mental health support
Response Procedures
During incidents:
- Determine severity level and perform recommended actions based on the Emergency Response Protocols (Appendix B)
- Immediate ERT activation if it cannot be resolved on the spot
- Provide cultural and trauma-informed support services under guidelines (Appendix C) if applicable
Documentation and Reporting
A detailed Incident Report Form is required, including:
- Record of all actions taken
- Student/staff statements collected
- Photo/video documentation if relevant
- Secure digital and physical storage of all records
Post-Incident Procedures
- Immediate debrief with affected parties
- Incident review and analysis, with suggested updates to policy/procedure as needed
- Long-term support planning
Communication Protocol
Multiple communication channels (email, SMS) with regular status updates to affected parties.
Evaluation and Improvement
Training Requirements:
- Annual emergency response training
- Cultural sensitivity training
- Trauma-informed care basics
- First aid/CPR certification for key staff
Policy Review and Updates:
- Annual policy review
- Stakeholder feedback incorporation
Compliance
Non-compliance with this policy may result in disciplinary action. All incidents will be reviewed for policy compliance and learning opportunities.
Authority
This policy is approved by the Executive Director of Elevare™ Career Institute and enforced by the Emergency Response Team. It demonstrates our commitment to providing a safe, supportive environment for all community members.
Appendix A: Emergency Contact List
Below is a compiled emergency contact list in Kelowna:
General Life-Threatening Emergencies Dial 911 immediately for all life-threatening emergencies including fire, medical, or safety-related incidents.
Emergency Operations Centre (EOC) Information Line: 250-469-8490 or 1-877-569-8490 (Used for obtaining updates and support during an ongoing emergency)
Police Services
- Immediate Police Assistance: 911
- Non-Emergency Police: 259-762-3300
Medical Assistance
- Immediate Medical Emergencies: 911
- Kelowna General Hospital (Non-Emergency): 250-862-4000
Emergency Support Services (Support if you are impacted by a disaster) BC Emergency Support Services: 1-800-585-9559 or ess.gov.bc.ca
Fire Service
- Immediate Fire Reporting: 911
- Wildfire Reporting: 1-800-663-5555 or *5555 from a cell phone
Utility-Related Emergencies
- Downed Powerlines or Natural Gas Leaks: 911
Campus Internal Emergency Contacts
- During Business Hours: Contact the campus Emergency Response Team (ERT)
- After Hours: Call 911 directly for crisis situations
Appendix B: Emergency Response Protocols
General Emergency Protocol (ACTS)
| Step | Action |
|---|---|
| A — Assess | Evaluate the situation for immediate danger |
| C — Call | Emergency services (911) |
| T — Take | Note the incident details |
| S — Support | Assist others until help arrives |
Immediately contact emergency services if you observe:
- Expression of suicidal thoughts
- Signs of physical distress
- Threats of harm to self or others
- Loss of touch with reality
- Severe panic attacks
Note: Staff should not perform procedures beyond their training. When in doubt, call 911.
Specific Response Protocols
A. Medical Emergencies
- Call 911
- Stay with the person if safe
- Assign someone to meet emergency responders
- Contact certified First Aid staff if available
- Isolate the area and document the incident
B. Fire / Building Evacuation
- Activate fire alarm
- Call 911
- Follow evacuation routes
- Guide to assembly points
- Take attendance
- Wait for emergency services — do not re-enter until authorized
C. Violent Incident / Threat
- Call 911
- Initiate lockdown procedures
- Secure doors and lights
- Keep occupants away from windows
- Await law enforcement instructions
D. Mental Health Crisis
- Ensure safety
- Call 911 if at risk of self-harm
- Contact counseling services
- Listen without judgment
- Provide crisis line numbers:
- Suicide: 1-800-SUICIDE (1-800-784-2433) or 988
- Emotional Support: 310-6789
- Indigenous Support: 250-723-4050 (adults/elders) or 250-723-2040 (children/youth)
Communication Protocol
Internal Notifications:
- Contact Campus Director
- Contact Emergency Response Team
- Send emergency notifications as required
External Communications:
- Contact Emergency Services (911)
- Notify student emergency contacts (if applicable)
- No media communications — refer to designated spokesperson
Appendix C: Cultural and Trauma-Informed Support Services Guidelines
Purpose
To provide practical guidance for non-medical staff to deliver appropriate support while maintaining professional boundaries.
Key Principles for Staff
Safety First Approach
- Physical & Emotional Safety: Ensure all parties are safe
- Quiet Spaces: Provide private spaces for conversations
- Professional Boundaries: Maintain appropriate limits
- Escalation: Contact emergency services (911) when needed
Cultural Awareness Guidelines
- Acknowledge cultural differences and respect them
- Use names and pronouns as requested
- Be mindful of religious observances
- Use language support services when needed
- Recognize that trauma responses vary
Communication Steps
Initial Response: Remain calm, speak clearly, give full attention, and allow pauses.
Active Listening Techniques:
| Technique | Action |
|---|---|
| Eye Contact | Maintain culturally appropriate eye contact |
| Body Language | Use supportive, open gestures |
| Acknowledgment | Validate feelings |
| Verbal Support | Use phrases like “I hear you” |
| Validation | Confirm their experience without judgment |
Practical Support Steps
Initial Contact: Introduce yourself, ask for preferred name, offer options for conversation settings, and inquire if another person should be present.
During Interaction: Empower the individual with choices, provide clear resource information, take breaks if needed, respect personal space, and document key points.
Follow-up Actions: Develop a clear support plan, schedule check-ins, make referrals, provide written resources, and ensure confidentiality.
Resource Connection Protocol
- Counseling Services: Available on campus
- Cultural Support Groups: As applicable
- Academic Accommodations: Provided per policy
- Housing Services: Contact campus resources
- Health Services: Available for support
- Legal Aid: Provided as needed
- Community Support: Engage local organizations
Staff Self-Care Guidelines
- Recognize your limitations and professional boundaries
- Take regular breaks
- Access supervision/support when needed
- Participate in debrief sessions
Do’s & Don’ts
| ✅ Do | ❌ Don’t |
|---|---|
| Stay within your role | Provide counseling beyond your expertise |
| Listen actively | Make promises you can’t keep |
| Respect confidentiality | Share personal stories |
| Document interactions | Ignore cultural differences |
| Know your referral resources | Force conversations |
| Seek professional help when needed | Overstep your role |