Managing the in-country activities and handling students’ behavior is part of your day-to-day responsibilities. This section shares the steps to take and the resources available to you.

Handling Complaints

Faculty Responsibility under Title IX: Gender-based Harassment and Discrimination Policy

Procedures for dismissal from the course

Voluntary Withdrawal from the Course

Safety and Faculty and Co-Leader Responsibilities

CISI – Cultural Insurance Services International

Confidentiality in Emergencies and Crisis Situations

Sending Students Home

Guidelines for Media Inquiries

In order to eliminate confusion, disorganization, and competing priorities, the faculty and co-leader should serve as spokesperson for the entire group. Students should be reminded that handling complaints is one of the faculty and co-leader’s responsibilities and that they will communicate participants’ needs and desires to the appropriate party (e.g., staff at a host university, a hired guide or driver, hotel staff) in both academic and non-academic settings. 

Note: The faculty and/or co-leader should document all student complaints and the program’s response to them. 

Handling Minor Behavioral Problems 

Minor behavioral problems are not serious enough to warrant immediate dismissal from a program but can have a negative effect on the program. In addition, behavior allowed to continue may affect the atmosphere and morale of the entire group. Minor problems may escalate into major problems. 

Examples of minor behavior problems include: 

• Excessive tardiness to class or class activities.
• Personality conflicts between program participants.
• Indifferent or rude behavior towards guests or invited speakers. 

One should err on the side of strictness when facing even a seemingly minor disciplinary problem. Depending on the circumstances, you may wish to discuss the problem individually with the student or students or allow it to be openly discussed during a general debriefing session. Additionally, warnings can and should be issued. 

All students enrolled in a faculty-led program must comply with the policies and legal responsibilities stated in the student handbook (page 69) – regardless of where they are physically present, they are enrolled in a Bentley course, therefore they carry the policy with them. The student handbook page #68 clearly states a paragraph about off-campus conduct.  

If you are unsure as to how to address a behavioral problem, please contact Liz Kissane, Director of Student Development, Conduct & Care team.

Whether the behavioral problems are minor or significant, we recommend you make a written record of your observations and discussions with the student. Be sure to document any verbal and written warnings that you issue. Should the behavior persist, the Cronin Office of International Education in conjunction with the Office of the Student Development, Conduct & Care, will work with you to assess the situation and, if necessary, will facilitate the dismissal of a student from the program.  

We encourage faculty to review the Bentley Faculty Guide when supporting students for additional resources and to review the Conduct System prior leading a faculty-led international course. 

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Faculty and co-leaders, i.e., staff members, are required to report any alleged violations of these policies to the Office of Equal Opportunity and Institutional Equity/Title IX. The policy protects all students, staff and faculty, even while studying or supporting students abroad. While the University can provide limited support while abroad, Bentley community members are entitled to be informed of resources, including available resources and reporting options. We encourage faculty and co-leaders to review the policy before the pre-departure session.

If the Office of Equal Opportunity and Institutional Equity receives a report, they will: 

• Offer a meeting with the reporting party.
• Describe reporting options, including Bentley’s resolution pathways.
• Offer supportive measures, including academic accommodations, housing, no contact orders, medical, etc. 

The Office of Equal Opportunity and Institutional Equity will not, however, take any action steps without the reporting party’s consent. The students, while abroad, have access to the Pathway to Safety organization. They can be reached at https://pathwaystosafety.org/contact-us/  

During the pre-departure faculty meeting, you will be provided with these and other resources, as well a time to meet and discuss the faculty support system in place with: 

• Kelly Downes, Director, Office of Equal Opportunity and Institutional Equity
• DeeDee Cook, Equity Intake and Support Manager 

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Should there be any cause for dismissal of a student, the faculty member and co-leader should review the course of action for dismissal in collaboration with the Cronin Office of International Programs and the Student Development, Conduct & Care before acting.

If you have not already done so, document the cause for dismissal and the program’s response in writing. Please use this Expulsion Form to document all events and to formally notify the student.

At the direction of the Cronin Office of International Programs and the Student Development, Conduct & Care Office, provide a copy to the student and inform the student that a report will be filed and that the case may be adjudicated at the Conduct Board for a hearing upon his or her return to Bentley. (A copy should also be submitted to the Office of the Dean of Undergraduate Students.) 

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If a student has arrived at the program site and decides to withdraw, they must begin by discussing the situation with the faculty member and co-leader on site. The faculty member should consult with the Director of Faculty-led and Global Custom Programs Sandonei Chiodini, to determine whether a solution exists for the situation. If, after consultation, the student still plans to withdraw, he or she must submit a signed and dated statement to the faculty leader. This statement must indicate that the student understands that effective as of the date indicated, they will no longer be considered a student in the program and is therefore responsible and liable for their own behavior, transportation home, insurance, etc. The faculty member program should send this signed and dated statement, via email, to Cronin Office of International Education.

As noted under the Academic and Financial Policies, participants who withdraw from a program that has already started will not be refunded any amount. However, In the case of an unforeseeable circumstance that causes withdrawal from a faculty-led course, students may appeal for a partial refund. For students to appeal the charges, they may visit this website to learn more.

Consideration will be given to the student who leaves a study abroad program because of an emergency or illness (either personal or of a family member). In such cases, the faculty member and co-leader will want to be supportive of the participant, but should outline, in writing, the consequences that returning home will have on the participant’s ability to complete the course and receive credit. Safety and Crisis Management 

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Safety is a prime concern of all who are involved in study abroad ventures. Although statistics are in short supply, it is generally considered that study in a foreign country is no more dangerous than study in the U.S. On the other hand, there are risks unique to settings abroad, and when incidents occur, the impact on participants and their families is often more profound because of the unfamiliarity of the context and the distance that separates participants from their primary sources of consolation and support. 

It is important for faculty and co-leaders to obtain and review the relevant U.S. Department of State International Travel Information (Travel Alerts, Travel Advisories, Country-Specific Information, International Travel Safety Information for Students, and Tips for Traveling Abroad). Travel is ordinarily not permitted to countries on level 4 for which the U.S. State Department warns U.S. citizens against travel (see http://travel.state.gov). 

The faculty and co-leader are responsible for the health and safety of the group at all times for the duration of the program. For this reason, a faculty member is not allowed to teach a course abroad without a co-leader, or a second faculty member. It is also discouraged to not travel overnight, or to encourage independent travel. Faculty and co-leader should coordinate what time and how they will be departing daily for their scheduled activities.  

At all times, the faculty director and/or co-leader must: 

• Be available 24-7 to respond to emergencies related to program participants.
• Carry a working mobile phone capable of making international calls.
• Be prepared to communicate via e-mail, or telephone with the Cronin Office of International Education in the event of an emergency.
• If the faculty or co-leader travels independently from the group for a day or overnight, he or she should:
• Be certain that the leading faculty member or co-leader is prepared to take charge of the program and provide for the health and safety of all participants.
• Provide the other person with his or her itinerary complete with telephone contact information and clear instructions as to how he or she may be reached.
• Carry a working mobile phone capable of making international calls at all times.
• In addition to providing information about safety in program materials and during pre-departure and on-site orientations, the faculty and co-leader should consider the following guidelines to ensure safety:
• Anticipate potential safety issues, even if they seem unlikely, and develop contingency plans in advance.
• Review the US Department of State Best Practices for Traveler Safety. You will see information about the US State Department’s Smart Traveler Enrollment Program (STEP). The Cronin Office of International Education enrolls all program participants in STEP prior to departure. This will provide up to date information if case of an event in the host country.
• Stress that program participants should make you aware of all their independent travel plans, even if they are just out of town for a weekend.
• Encourage students to keep their documents (passport, etc.) and a small supply of cash accessible. A photocopy of their passport should be kept separately from the actual passport.
• Keep a list of phone numbers – including those of the American embassy, the local police, CISI Health Insurance (students), United Health Insurance (faculty/staff), and key Bentley University offices –with you at all times.
• Remind students to try to blend in by dressing as the locals do.
• Discourage students from discussing politics loudly and aggressively in public situations, especially in English.
• Encourage students to:
• Seek international news from a variety of sources, including local papers and news broadcasts and U.S. news sources.
• Talk with you about local sentiment, safety procedures, and communication plans. 

Liability, Risk Management, and Indemnification

Leading a study abroad program involves a variety of risks, with a diverse range of legal issues that can arise from these risks. The chance that an individual will take legal action against the University or any of its representatives is not great enough to deter leading an overseas program. Nevertheless, measures must be taken to reduce risk and liability. 

The University ordinarily will provide indemnification for a faculty or staff member acting appropriately within the scope of his or her employment, except in cases of willful misconduct or bad faith. 

Full disclosure of risks reduces possible liability. Faculty members should disclose risks to students in as much detail and as far in advance as possible. Participants need full information regarding the risks of an activity to make a truly informed decision about participation. 

In addition, communicate your personal expectations frankly and clearly to students regarding behavior. You should inform students of behavior that will result in immediate expulsion from the program which may result in a failed course grade, and no refund of their program fee payment.  

Handling Emergency Situations 

As someone responsible for leading a Bentley study abroad program, you may find yourself facing an emergency involving one or more of the students who are in your care. Students can and do become ill, suffer accidents, fall victim to muggings and assaults, find themselves caught up in potentially violent political situations, and fail to return on time to programs at the end of long weekends. It is your responsibility to mitigate and manage these situations, but you can rely on the help and support of Bentley University staff in doing this. 

As part of your role as a faculty leader/co-leader you should be prepared to be on call 24/7 throughout the duration of the overseas travel. You are the first point of contact in-country when a student requires assistance. When a medical emergency arises, you should visit the nearest hospital or clinic, and open a case with CISI International Health Insurance – you or anyone in the cohort can open a case on behalf of the student.  

While it is, of course, impossible to plan for all contingencies involving students abroad, you do need to follow procedures to react in a responsible and level-headed way when emergencies do arise. You need to be prepared to provide—in a consistent and predictable way—for the safety and well-being of the students. You also need to take reasonable and prudent measures to limit the University’s legal liabilities. 

Faculty may need to make provisions for students who are ill and unable to travel at the end of the program, but those accommodations will be made in close consultation with the Cronin Office of International Education and CISI Health International Health Insurance. 

Please visit https://www.bentley.edu/offices/international-education/emergencies to review the up-to-date emergency contact information. 

Emergency Contact, Self-disclosed Medical Communication with Families 

The Cronin Office of International Education will provide faculty and co-leaders with a list of student’s emergency contact, religious beliefs, and self-disclosed medical history, and allergies in advance of the travel dates. This will give you time to review the list and identify any student who may has disclosed a specific detail that may require you to meet with and discuss their situation, and maybe collaborative, with the student, speak to their family member to create a plan make sure the student successfully completes the international course.  

Definition of an Emergency 

For our purposes, an emergency is any circumstance that poses a genuine risk to, or that has already disturbed, the safety and well-being of program participants. Emergencies may include incidents that are “newsworthy” and reach U.S. news agencies and cause alarm to families or colleagues. 

Emergencies include, though are not confined to, the following: 

• Physical assault.
• Disappearance, hostage taking, or kidnapping of a student.
• Robbery.
• Sexual assault or rape.
• Serious illness, physical or emotional.
• Psychological crisis.
• Significant accident and/or injury.
• Hospitalization for any reason or length of time.
• Terrorist threat or attack.
• Local political, natural, or man-made crisis or disaster in the vicinity of students, accommodations, or classrooms that could affect students’ safety or well-being.
• Infectious disease among participants or outbreak of an epidemic.
• Arrest or questioning by the police or other security forces.
• Crimes against a student.
• Crimes committed by a student.
• Death of a student. 

Emergencies merit thorough preparation and immediate response. Work with the Office of Global Safety and Security and the Office of International Programs in responding to specific incidents. 

Emergency/Crisis Protocol 

Take any necessary steps to secure the immediate physical safety of students and colleagues. In the case of a medical emergency, always ensure that the student is in the care of qualified emergency personnel before taking further steps. 

In case of health emergency situations, please take the student to the nearest hospital or health clinic – The CISI Health Insurance should be contacted right after to open a case on behalf of a student – CISI Health Insurance can provide referrals to reputable clinicians in the program area (see section on CISI Health Insurance below). 

• Bentley Policy # GLM N04965140
• Dial +1 855 327 1411 or collect +1 312 935 1703 

The university's emergency contact information can be found here https://www.bentley.edu/offices/international-education/emergencies 

After taking the necessary steps to ensure the student is in good care, please contact the Cronin Office of International Education who will assist you in updating family members and others as appropriate. 

The role of Cronin of International Education is to: 

• Contacting staff in the other offices or departments, when appropriate.
• Calling students’ emergency contacts.
• Connecting media inquiries to the Office of Communications, when necessary.
• Notify other on-site staff, and/or academic provider, if applicable. 

Notify student participants and de-brief as needed to keep them calm, asking them not to divulge any information to people outside the group. Ask students to refrain from posting details of an incident or accident on social media out of respect for their fellow students’ privacy and to allow university officials to be in touch with the student’s family according to their own communication procedures. Moreover, depending on the severity of the circumstances, sharing information may put individual students or the group further at risk. 

Document the situation. Start a journal. Save copies of all e-mails. Take notes of all discussions. 

Other steps may be necessary but will depend on the situation.  

Psychological and Psychiatric Emergencies 

During the pre-departure faculty session, you will meet with Meghan V. Keuren, Associate Director and Training Director at the Counseling Center to review the resources available for you.  

The following are some examples of student behavior that may indicate psychological and/or psychiatric problems: 

• Recurrent disruptive behavior.
• Missing classes, inability to complete work.
• Signs of depression (lethargy, sadness, withdrawal from friends and activities, tendency to isolate self from others).
• Signs of severe anxiety, such as panic attacks.
• Signs of an eating disorder, such as food binging and purging (vomiting), extreme thinness, not eating or eating very little, very frequent and prolonged exercising.
• Self-destructive or self-injurious behavior, such as cutting oneself or threatening self-harm.
• Heavy use of alcohol and/or disruptive behavior while intoxicated.
• Use of illegal drugs.
• Signs of mania, such as rapid speech, racing thoughts, erratic, impulsive behavior, grandiose or unrealistic plans or thoughts.
• Symptoms of possible psychosis, such as paranoia, delusions, hearing voices, or severely disorganized thoughts. 

In a situation in which it appears that the student may pose an imminent risk to him or herself or someone else, you must obtain immediate medical care from a hospital or psychiatric facility. It is recommended that the faculty member or co-leader reach out to CISI Health Insurance for advice and referral to an appropriate facility. There are limitations and challenges with mental health care in some countries and CISI Health Insurance is best equipped to help you navigate that. 

As soon as the student is under medical care, contact the Cronin Office of International Education who may document the event with other Bentley University departments if required. If the student appears to pose no imminent risk to himself or anyone else, the faculty-member or co-leader should gather as much information as possible by speaking with the student and others who may have information about their behavior.  

Unless it then appears that there is no basis whatsoever for concern, the faculty member or co-leader must arrange for the student to be evaluated by a qualified psychological or psychiatric clinician, to assess the level of risk the student may pose to themselves or others, and to evaluate the student’s readiness to remain in the program. Whether or not the faculty member or co-leader concludes that the student must be evaluated, the faculty member or co-leader must notify the Director, Faculty-led & Custom Global Programs, Sandonei Chiodini at +1 617-888-4550, as soon as possible of the reason for initial concern, and apprise them of the reason(s) for the decision regarding the evaluation. 

CISI Health Insurance does not have an in or out of Network restriction – you can seek treatment at any medical facility abroad. Thereafter, the faculty member and/or co-leader should inform the Director, Faculty-led & Custom Global Programs of the student’s condition on a frequent and regular basis and consult with them about the feasibility of the student’s remaining in the program and—if the student does remain in the program—what may be required in terms of the student’s medical treatment and behavior. 

Please note the following resources to count for while you are abroad: 

PROTOCOL:  Protocol is a 24/7 crisis support for students who are abroad. Students can receive immediate support from a mental health professional at any time of the day or night. This service is for in-the-moment support only, not for ongoing treatment.  

Dial from anywhere in the world: +1 503-265-7732, or +1 781-891-2274 

THRIVING CAMPUS: Students seeking mental health care off campus can also access Thriving Campus, a service that facilitates connections between students and providers while abroad, by selecting the Virtual option on the right-hand side of the menu. 

If additional guidance is needed regarding a student’s psychological status and/or the appropriate treatment program, the faculty member and/or co-leader can contact Bentley’s University Counseling Services at +1 781-891-2274 which operate on 24/7 basis.  

If a student attempts suicide or makes a gesture that appears knowingly self-destructive even if not lethal (taking prescription or over-the-counter medication well over the recommended dose, combining medications with alcohol, cutting oneself while under the influence of drugs or alcohol), the student’s participation in the program ordinarily will be terminated once he or she has received necessary medical attention and been stabilized. In such circumstances, the Director, Faculty-led & Custom Global Programs, Sandonei Chiodini should be contacted to coordinate parental notification and any further support needed at/from Bentley University; and (2) faculty member or co-leader should contact CISI International Health Insurance directly to discuss arrangements for transporting the student home. 

Bear in mind that other students in the program who may have been negatively affected by a student’s worrisome or disruptive behavior may also benefit from attention and counseling. 

Meghan can be contacted via email, mvankeuren@bentley.edu. To review the Counseling Center, please visit https://www.bentley.edu/university-life/student-health/counseling-center-staff  

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CISI Health Insurance is Bentley University’s health insurance provider for all students travelling worldwide and provides health care and emergency assistance services 24-hours a day. CISI Health Insurance services are designed to help with any medical issues that may arise. 

Always carry the International CISI Health Care information with you. It includes the telephone numbers, plan number and email address of their team. In the event of an emergency, call the phone number listed, below and provide: 

• Collect calls from outside the US: +1 312 935 1703
• Bentley University’s Policy number: 23 GLM N04965140
• Your name, and phone number
• The telephone number from which you are calling (in case you are disconnected).
• Your relationship to Bentley University (any staff member can open a case on behalf of a student
• Name, location, and telephone number of the hospital, clinic, or treating doctor. 

Faculty and co-leaders will receive from the Cronin Office of International Education an email with this information. 

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The Family Educational Rights and Privacy Act, more commonly referred to by its acronym FERPA (or the Buckley Amendment), is a federal law that protects the privacy of student education records. Even though the students are participating in a program in an overseas location, their rights and protections under this law travel with them. As such, there may be times when parents or other interested parties will desire to receive information about on-site events or activities during the program, but this conflicts with FERPA regulations. We would encourage you to insist that your students share all the same information they have with their parents to avoid this conflict.  

However, all students enrolled in a study abroad faculty-led program self-disclose their medical evaluation form and agree that the program staff may disclose information to their family members in case of an emergency. 

Remember to document all emergencies thoroughly and to communicate with the Cronin Office of International Programs about the situation. 

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One or all students may need to return to the U.S. early. You should communicate with students during orientation about the circumstances under which returning home or being sent home may happen and clearly describe grounds for expulsion from the program.

When contemplating evacuation, expulsion, or program cancellation, faculty and co-leaders should consult with the Cronin Office of International Education.

In consultation with and at the direction of the Cronin Office of International Education and Student Development, Conduct & Care, the faculty and co-leader may send an individual student home in response to:

Criminal activity on the part of the individual: arrest, drug use, etc. 
Behavior that endangers the student or others 
An emotional crisis that greatly affects an individual 
Serious illness, including psychological illness (fitness to travel for both physical and mental illness is assessed by CISI and local medical doctor) 
Inappropriate behavior on the part of the individual: a continuing pattern of culturally inappropriate behavior that does not improve with advising and that endangers the program’s relationship with the local community or behavior that is insensitive to other group members or damaging to the program group’s morale

The faculty and co-leader, in consultation with and at the direction of the Cronin Office of International Education may cancel the program in response to: 
Death of a program participant or staff member. 
Kidnapping of a program participant or staff member. 
An outbreak of an infectious disease. 
A natural disaster. 
A political or civic emergency.

Documenting Incidents

All emergencies should be documented as completely as possible and as soon as possible after they occur.

Please use this Incident Report to assist you in collecting all pertinent information.

Minor emergencies or incidents may not require implementing the full emergency/crisis protocol, but you must still document them thoroughly. The Cronin Office of International Education should be provided with documentation within 24 hours of any incident. In documenting an incident, make note of the following:

Date and time of incident. 
Location of incident. 
Names of all students involved. 
Names of all others present. 
How and when you learned of the incident if you were not present. 
Brief description of the incident. 
Brief description of your response to the incident. 
Names and contact information of any physicians, officials, or police involved. 
If a student was injured or ill and received medical attention, a description of the treatment and any recommended aftercare, including the names of medication. 
If a student was incapable of making decisions (about medical treatment, for instance), explain who made those decisions. 
Notes regarding contact with students’ families and any Princeton University offices. 

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You may be put in the role of de facto spokesperson. Do not release the names of students or speak on Bentley’s behalf without contacting the Office of Communications, which will provide support and assistance in developing responses to media inquiries. 

IMPORTANT NOTE: If you are contacted by the media during an emergency or incident, please contact via email Helen Henrichs, Director of News and Public Relations, or by phone: 781-891-2277. 

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