0. LC Training – Level 1: CIEE Support Team
January 2017

1. What are the responsibilities of the Support Team?
Support students, host families, and field staff with a wide range of issues – from routine to problematic.
Serve as the point of contact for overseas representatives once students arrive on the program
Ensure compliance of Department of State policies and standards
Oversee any disciplinary action required to assist a student’s successful participation on the program

2. What qualifications do Support Staff Have?
Experience living/studying abroad
Communication Skills
Language Skills
Training in Conflict Resolution
Training in Mental Health Issues

3. Student Flow of Communication Host Family LC and RD CIEE Support
Natural Parents
Department of State
International Representative

4. Common Reasons for Contacting the Support Team
Routine Issues
Immunizations
Travel Requests
Host Family Changes
Medical issues
Local emergencies/disasters
Return Flights
Problematic Issues
Low English
Academic Issues
Technology Usage
Culture Shock/Homesickness
Student Behavior Concerns
Host Family Behavior concerns
Moves: All moves should be communicated to Support before the move takes place.

5. LC Resource Center

6. LC Resource Center The Support Team’s coverage of students
How to contact Support Team Staff
Download useful forms
Reference best practices information
Look through educational resources
Give feedback to your Trainer about what you want to see on the LC Resource Center

7. How Local Coordinators communicate with Support
Call the Support Team
the Support Team
Supervision Reports

8. Calling CIEE Support 1-800-448-9944
Reaches CIEE Office 9AM – 8PM EST, Mon-Fri - Phone line staffed by Support Team and Customer Service Team
Emergency Line between 8PM-9AM – Calls routed to cell phone monitored by rotating CIEE Staff. Manager on duty for emergency situations.
Student kick-outs at night or on the weekend
Unplanned moves
Medical emergencies

9. Emailing CIEE Support What country is the student from?
Visit the LC Resource Center’s “Contact Support” page
the appropriate Support Team
Please do not use and only use the s of the three support teams or individual support staff

10. Supervision Reports Requirement of the Department of State
Overseas Partners can read Supervision Reports
Remember to be objective and to use appropriate language
Supervision Reports are not a substitute for reporting concerning behavior to Support

11. Disciplinary Process Encouragement Letter Warning Letter
Probation Letter
Dismissal

12. Disciplinary Process
The overall goal is to motivate students to make the appropriate changes to be successful on the program
Disciplinary decisions are made on a “case by case” basis by Support in cooperation with RD and LC
It is the Support Team’s responsibility to speak to the student about any disciplinary decisions
It is the local coordinator’s responsibility to meet with the student to go over disciplinary letters

13. Helpful Things to Keep in Mind
It is important to remain objective
It is normal for the exchange experience to be challenging for students and host families
Discuss expectations with HF before student arrive about setting rules and dealing with cultural challenges
It is better to report issues to Support even if the situation has been resolved.
When in doubt, call Support.

14. Questions?