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SRS Critical Incident Response Protocols

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

In the event of a critical incident involving a student or host, the StudentRoomStay Homestay (SRS Homestay) hotline (833-766-6789 ext. 4) must be contacted immediately. This ensures that executive management is informed and able to respond appropriately.

Unless otherwise designated (e.g., in the Guardian program), host families are not legal guardians of students and are not legally responsible for them. The natural family retains all decision-making authority.

Types of Critical Incidents and Protocols

1. Death of a Student

  • Collect full details via the critical incident report form.
  • Contact the SRS CEO, Operations Manager, or duty officer.
  • Executive team informs the student’s family, school, and agency.
  • Document all communication and inventory personal effects.

2. Death of a Close Family Member

  • Report details to the SRS office or duty officer.
  • Verify details with the student’s family.
  • SRS staff or agent may deliver the news to the student.
  • Arrange travel if needed.

3. Attempted Suicide

  • Confirm medical attention has been received.
  • Treat all statements seriously.
  • Consult with SRS staff on next steps.
  • Ensure ongoing monitoring and support.

4. Life-Threatening Illness or Accident

  • Ensure emergency care is provided.
  • Notify SRS management and student’s family.
  • Share hospital contact, diagnosis, and treatment updates.

5. Rape or Physical Assault

  • Confirm student safety and medical attention.
  • Notify SRS management immediately.
  • Provide counseling support and assist with police contact.
  • Ongoing monitoring and follow-up required.

6. Sexual Molestation or Harassment in the Home

  • Remove the student from the home immediately.
  • Student interviewed (preferably by same-gender staff).
  • SRS to investigate and determine next steps.
  • Maintain confidentiality and report to authorities as required.

7. Student in Legal Trouble

  • Contact SRS management immediately.
  • Family decides on legal representation.
  • SRS does not pay for legal fees but can assist with referrals.

8. Mental Health Crisis

  • Assess student’s mental state and need for services.
  • Take all threats or statements seriously.
  • Coordinate care and ongoing support.

9. Drug or Alcohol Overdose

  • Ensure emergency medical attention is provided.
  • Notify SRS management and natural family.
  • Monitor recovery and support needs.

10. Fire, Explosion, or Serious Damage with Injuries

  • Ensure emergency services are contacted.
  • Notify SRS management and student’s family.
  • Provide hospital and diagnosis information.

11. Natural Disaster, Pandemic, or Public Crisis

  • Notify natural parents with factual updates.
  • Ensure students remain with their host families.
  • Account for all students and report any unknown statuses.

12. Student Not Picked Up at Airport

  • Contact SRS emergency number for immediate support.
  • Confirm student has arrived safely at host home.