Homestay Management System

AHN Critical Incident Policy

  1. Public AHN Complaint Management Policy
  2. Public AHN COVID-19 Safety Policy
  3. Public AHN Room Holding Policy
  4. Public AHN Sexual Harassment and Abuse Prevention Policy
  5. Public AHN Host Reimbursement Policy
  6. Public AHN Refund Policy
  7. Public AHN Guest Agreement
  8. Public AHN Homestay Policy
  9. Public AHN Host Agreement
  10. Public AHN Guidelines for Interviewing Homestay Hosts
  11. Public AHN Privacy Policy
  12. Public AHN Critical Incident Policy
  13. Public AHN Code of Conduct for U18s in Homestay
  14. Public AHN Guest Placement Policy
  15. Public AHN Selection Criteria for the Recruitment of Homestay Hosts
  16. Public AHN Website Terms & Conditions

AHN Critical Incident Policy

Note: This policy is subject to change at any time. Please check all AHN policies on a regular basis for updates

Document Overview:

This document sets out the definition and procedures for Australian Homestay Network (AHN), 24/7 After Hours Call Centre, AHN Account Managers, staff and consultants to follow in the event of a critical incident involving a Guest or Guests placed in Homestay by AHN.

The role of AHN with regard to critical incident management is to provide support to aid Education Providers and Homestay Hosts in compliance matters.

 

This will:

  • reduce the likelihood of emergencies and critical incidents;
  • minimise the impact on Guests, staff and Hosts; and
  • facilitate the return of the placement to normal operations as soon as possible.

Management of emergencies and critical incidents will involve consideration of:

  • prevention and mitigation of;
  • preparedness for;
  • response to;
  • recovery from; and
  • review of emergencies and critical incidents.

AHN takes responsibility for the management of emergencies and critical incidents. The intention is to minimise trauma and distress to Guests and Hosts and damage to property and to ensure the relevant stakeholders are informed and involved in the management of critical incidents.

  1. Definition

The clinical definition of an “emergency” is defined as a serious, unexpected, and often dangerous situation requiring immediate action. The event is disruptive to the placement and requires intervention but does not classify as a “critical incident”.

Some examples of emergencies to which the AHN community may have to respond include:

  • threat of damage to property
  • threat or potential harm to person/s
  • possibility of a flight risk (under 18+)
  • accusations of theft
  • depression or anxiety.

The clinical definition of a “critical incident” is defined as an event that causes individuals to experience a strong emotional reaction that interferes with their usual coping skills. The event has a level of trauma that is beyond the normal every day experiences of those affected. Those affected can be the Guest/s or staff assisting the Guest/s, the Guest/s family and friends and their Host.

Some examples of critical incidents to which the AHN community may have to respond include:

  • death of a Guest or close family member
  • attempted suicide
  • life threatening injury or illness
  • child abuse
  • physical violence including:
  • serious emotional or psychological harm
  • serious neglect of a child
  • mental health crisis
  • drug or alcohol overdose
  • contacting a Guest in case of family emergency.
  1. Accountability

With reference to the National Code of Practice for Providers of Education and Training to Overseas Students 2018, as AHN is providing a management tool for Education Providers which are required to have in place a critical incident management policy, as per Standard 6.8 of the National Code, our role is one of a communication conduit. It is the responsibility of the Education Provider to determine the appropriate course of action for each critical incident as per their own critical incident management plan.

The following displays the usual levels of “Duty of Care” over all Guests whilst in country on a student visa:

  1. Notification

In cases of critical incident the “Emergency and Critical Incident Procedure” must be engaged.

The following communication flow is to be used as a guide for appropriate communication channels:

Critical incidents must be escalated to an AHN CEO either directly or through the AHN State Manager where the incident has occurred, without exception.

  1. Intervention

It is not the responsibility of AHN staff to contact the next of kin, consulate, Department of Immigration (DIAC) or the Department of Education. These matters will fall to the education Provider under their duty of care responsibilities.

  1. Homestay Host

Keep in contact with the Guest/s Host ensuring that support and assistance is available to them and to keep them informed of the situation as it unfolds.

  1. Evaluation

Conduct debriefing session for everyone directly involved in the incident. People can express their emotions about the incident and ensure that any needs are met.

Policies, procedures and the implementation of procedures and responses should be evaluated and possible changes and improvement for future critical incidents discussed and made.

  1. Documentation

Records should be kept by the 24/7 After Hours Call Centre, CEO (or a representative) throughout the whole response period. Including:

  • detailed documentation
  • copies of emails and letters
  • records of significant interactions
  • contact details for significant people in the process. 
  1. Follow up

The following are possible issues that may need monitoring:

  • Monitor the need for counselling and maintain contact with those who may need ongoing support.
  • Access the need for, and organise, debriefing sessions for all those involved in the incident.

 

Critical Incidents – checklist of tasks for AHN 24/7 (guide only)

Tasks

Responsible Person

Date

Completed

Notification of critical incident

 

 

Confirmation of Homestay Guest’s identity

 

 

Emergency services engaged as needed

 

 

24/7 After Hours Call Centre apply management process and assign tasks

 

 

AHN State Manager contacts relevant Education Provider’s staff – as per Education Provider protocols

 

 

AHN State Manager advises CEO in case of serious incident

 

 

Update and gather information from hospital or police – pass on to institution and / or Host as necessary

 

 

All details of incident are recorded by AHN staff

 

 

Assess the need for ongoing counselling and support

 

 

Conduct debriefing session

 

 

Staff evaluation

 

 

Complete all records

 

   

 

This form is to be completed by the relevant staff member following the notification of a critical incident. This document may be used by the AHN State Manager to brief relevant Education Provider staff if necessary.

Name of person completing this form:

 

Date:

 

Time incident reported:

 

Person reporting incident:

 

Homestay Guest’s identity:

 

Homestay Host:

 

Contact Details:

 

Supervisor:

 

Contact details:

 

Education provider:

 

Contact details:

 

Nature of incident:

 

Outline clearly what happened, where, who was involved and the current situation:

 

 

 

Information from hospital or police (if relevant):

 

Name of Officer: 

 

Date:

 

Time:

 

Contact details: 

 

Case Number:

 

Hospital contact details:

 

Date:

 

Time:

 

Record any advice or information provided by the Education Provider

 

 

 

Recorded by:

 

Date:

 

Follow up action for homestay Host, Supervisor or CEO:

 

Reviewed: 9 June 2025