Elements and Performance Criteria
- Implement policies and procedures for managing issues and incidents
- Distinguish between day-to-day issues and incidents and the more serious issues and critical incidents that could occur in an international education organisation
- Categorise possible organisational responses to the range of potential issues and incidents
- Research and analyse issues and incidents data in an international education services context, and propose mechanisms for gathering reliable data on issues and incidents
- Assess research data on issues and incidents to identify and evaluate organisational responses
- Establish and implement organisational policies and procedures for managing the resolution of a range of potential issues and incidents
- Undertake consultation periodically with relevant stakeholders regarding continued relevance of organisational policies and procedures that relate to issues and incidents
- Communicate policies and procedures in relation to issues and incidents resolution
- Identify relevant stakeholders and communicate organisational policies and procedures in relation to the treatment and resolution of issues and incidents
- Seek feedback from relevant stakeholders on communicated policies and processes, and identify required action as appropriate
- Communicate legislative and regulatory compliance requirements and any subsequent changes or amendments to relevant staff
- Provide appropriate information and support to staff who have responsibility for issues and incidents resolution
- Ensure debriefing opportunities by qualified personnel are available for those involved in any serious issue or critical incident
- Facilitate and review compliance with organisational policies and procedures for dealing with and managing issues and incidents
- Establish procedures to ensure compliance with organisational policies and procedures in relation to issues and incidents across organisation's operations
- Establish processes and procedures for meeting legislative and regulatory compliance requirements in managing, issues and incidents resolution
- Apply risk management processes and strategies to compliance requirements for dealing with and managing, issues and incidents resolution
- Review and adjust compliance procedures on a regular basis, according to organisational policies and procedures for dealing with and managing, issues and incidents resolution
- Resolve issues and incidents
- Facilitate timely and appropriate response to issues and incidents in line with the seriousness of the issue or incident and with organisational policies and procedures
- Use established reporting lines of communication in relation to issues and incident, and associated information requirements
- Update records, files and other information sources in line with organisational policies and procedures regarding issues and incidents
- Generate and present reports to decision makers on progress and outcomes of responses to issues and incidents
- Follow-up with relevant personnel to ensure progress of resolution of issues or incidents
- Ensure outcomes are agreed and signed off by personnel involved with issues and incidents resolution management, and any other parties to the resolution, in line with organisational requirements
- Identify, document and implement required organisational policies and procedures improvement changes once issue or incident has been resolved