International Student Support Program (ISSP) International Student 2/17/17 Introducing the International Student Support Program (ISSP) Morneau Shepell (MSI) is the world’s leading provider of international counseling services for the past 25+ years MSI provides expatriate and localized support in 200+ languages and in 170 countries around the world to corporate, small business and public sector clients Morneau Shepell is headquartered in Toronto, with multiple locations throughout the US (main care access center in Chicago) Through their International Student Support Program (ISSP), MSI currently provides dedicated support to international students across 35 institutions throughout North America: e.g., Michigan State University UCLA Oregon State University UC Santa Barbara NYU University of Denver California State University, Long Beach (American Language Institute) + more! “The ISSP was a lifesaver - it actually saved my life” International Student

8/16/17 ISSP in a nutshell…. “ Morneau Shepell’s International Student Support Program provides 24/7 remote counseling and acculturation support to international students via the use of technology. Students are able to access self-directed digital content in addition to connecting with clinical advisors that speak their language and understand their culture. First, let’s introduce the ISSP in a nutshell. So, if you need to briefly explain the ISSP someone in a hurry, this covers the basics. ”

Basic features of the ISSP 12/2/16 Basic features of the ISSP FREE and fully confidential counseling and acculturation support available to students 24/7/365 Access to multicultural experts that have experience working with international students and speak their language Effective and convenient ways for students to access support via telephone, chat, video, mobile app or web Those is need can access support by: downloading the My SSP App (available from the App store/ Google Play), calling 1.866.743.7732 (From outside North America: 001.416.380.6578) visiting http://us.myissp.com

8/16/17 International Student Support Program (ISSP): Counseling & acculturation support Integration with on campus resources Outcomes based success measures Free & confidential remote counseling & acculturation support Digital content in Chinese, Arabic, Korean, Spanish, French & English Students access 24/7 support via telephone, chat, video, mobile app or web Support in 60+ languages from multicultural experts A key part of the ISSP is early intervention. We are trying to reduce any barriers to seeking help and meeting students where they are at. So a student who would not be comfortable being seen walking into the counseling center can pick up the phone and receive help. Some students may not even be comfortable, at least at first, with a phone call. These students can chat from their My SSP phone app or the website. Or even still, some individuals might not be ready to talk to someone but want to get some tips on their particular issue. They can visit the My SSP app or our website and view articles and videos that give practical tools on common challenges students face when studying in another country. So the digital content, available in English, Simplified Chinese, Arabic, and Korean and the 24/7 remote based counseling with language and culture matching are aimed to engage those students who may not have sought help in any other way.   When the student reaches out to the ISSP via phone or chat, they are connected with a multicultural expert who has experience working with international students. Our network is such that we have the capability of connecting the student with a clinician who speaks their language, and understands their culture. The culture piece is especially important, as many of our interactions with students are acculturation related. Therefore, speaking with someone who understands your cultural values and how it might be a challenge living in the US is important. We call these clinicians Student Support Advisors. You will notice in the communications to students and materials talking about the program, we avoid mental health jargon and highlight the practical support we offer for every day issues, such as adjusting to life in the US or handling stress while at school. This is done with the intention to reduce stigma and promote help seeking behavior among individuals who many would not seek support via traditional methods. You can be assured that our Student Support Advisors have a minimum of a Masters Degree in a counseling related field and are licensed to practice in your state. Furthermore, they are regularly participating in professional development pertaining to emerging international student issues and digital methods of communication. Furthermore, we are integrated with on campus resources so seen as an extension of services vs an outside entity. We’ll talk about that in more detail in a bit. Finally, we have established methods to gather outcomes based success members so we can share the impact of the ISSP with key contacts at your school.

Available in multiple languages 8/16/17 ISSP encourages early intervention: Students can access immediate and ongoing support Telephonic Video Available in over 60 languages Available in multiple languages Chat App Web Available in Simplified Chinese, Korean, Arabic, Spanish & English Immediate Support available via: So let’s go through what a student would experience when connecting with the ISSP. First off, they have the access to the self-directed content, articles and videos, via the My SSP app and the website. But what happens when they want to speak with someone? As previously mentioned, they are able to connect with a Student Support Advisor at anytime, from anywhere. They can make a telephone call via the My SSP app or direct dial. They can initiate a chat via the website or the My SSP app. When they connect, we will ask them what their preferred language is for this initial call. For 24/7 access, we have advisors that speak English, Mandarin, Arabic, and Korean, but often have many other languages available at that time of call. If they request a language that is not available at that time, we offer immediate support in English with the opportunity for us to connect them with an Advisor who speaks their language and understands their culture via our ongoing tele or video counseling. From there, they are able to obtain immediate support from an advisor, and our advisor is doing a clinical assessment at each interaction to detect any risk and also to help determine the appropriate level of care. Our advisor provides support but also discusses the opportunity to continue with ongoing tele or video counseling as appropriate. Our advisors are conscious of when more intensive treatment is necessary. In certain scenarios, we may refer back to campus for in person counseling, medication, or perhaps for referral for more intensive treatment, let’s say for a substance abuse issue. What we have seen quite often is a student will initially only want the immediate support with no continued sessions. They do fine for a while, and then a few weeks later they’ll reach out requesting to be connect with an advisor for ongoing sessions. This is the idea of the early intervention. Meet the students where they are at. When they are ready, they will engage more. On-Going Support available via: All services are confidential & free of cost to the student

ISSP The circle of care: Where ISSP fits in with existing resources 2/17/17 The circle of care: Where ISSP fits in with existing resources Proactive integration and promotion of the ISSP with existing on-campus resources is key. When ISSP becomes part of everyday communication, it becomes part of campus culture. ISSP International office Emergency services Academic Advising Campus Police/Security First off, want you to know that we have worked with key individuals from your school to ensure that we are integrated with the on campus resources. What that means is we have information on what department to direct students for a variety of concerns they might present. If a student contacts the ISSP for a concern but let’s say they also disclose they are having issues with housing, or their schedule, or insurance, we would refer them back to the appropriate parties on campus vs saying we cannot help on that matter. We also expect the same from you as the key advocates for the student’s wellbeing and success. Refer these students to the ISSP when appropriate. It’s a brand new program. Bring it up in every interaction with your students. A majority of our referrals, especially when the ISSP is first on campus, are from staff and faculty members. ISSP info will be on multiple modes of media across campus, but the best way for them to hear about it and make it stick is from you. Health & Wellness Services Campus Housing Student Groups

Download the free My SSP App 8/16/17 Get to know us… Download the free My SSP App Install the app on all your phone today! Search for ‘My SSP’ in the App store or on Google Play Right now, get out your phones and lets download the app yourself! Available on google play and the app store. Search My SSP. If a student has their phone set up in one of our languages available, the app will download in that language (example, Korean would download in Korean). Otherwise, it will default to English. Once downloaded, you will be prompted to enter your college. Type in an identifying word from your institution, such as, Michigan, Wisconsin, or Los Angeles, and search. Then Select your school > Next, select your country of origin >Finally, agree to disclaimer. This is required anytime a new download or for certain updates, but that is the basics of accessing the app. Now that you have it downloaded, you can confidently walk students through this process. Check out the articles and videos yourself. Get to know us. The App content is available in simplified Chinese, Korean, Arabic, Spanish & English

Get to know us: Familiarize yourself with the ISSP resources 8/16/17 Get to know us: Familiarize yourself with the ISSP resources Brochures Wallet Cards Posters Brochures, wallet cards, and posters in English, Simplified Chinese, Arabic and Korean will be or are currently available on campus. Get in touch with your key contact of the ISSP on campus to obtain a stock to distribute to students. These core materials are available in: Simplified Chinese, Korean, Arabic and English Hard-copies and soft-copies available

Culturally and linguistically adapted web content that addresses: 2/17/17 Get to know us… Visit our website http://us.myissp.com Culturally and linguistically adapted web content that addresses: Living Abroad Health Relationships Student Life And visit our website! The initial log in is similar to the app and Article and videos mirror the app. You can also sign up for inspirational messages – messages delivered on a weekly basis via text or email that give quick tips on managing stress, relationships, and student living. Feel free to sign up and give it a try! Content available in simplified Chinese, Korean, Arabic, Spanish, & English. Accessible 24/7

Thank You! Victoria Downs For more information, please contact: Account Executive, International Student Support vdowns@morneaushepell.com; +1 604.443.6483