Best Practices for Behavioral Intervention Teams
Practice #11: Referral Escalation Manager
…Ensures Consistent Performance of Crucial Next Steps
The second strategy to improve the BIT information gathering process is to create a referral escalation manager. Forum research illustrates how best-in-class institutions designate a “first responder” for inbound referrals. This individual performs in a preliminary evaluation of case urgency, aggregates information from team members, and coordinates next steps for minor or routine concerns.
In some situations, the escalation manager might meet with the student themselves while in other cases they might partner with residence life, athletics, academic advising, or another unit to leverage a pre-existing relationship with the student as part of the referral follow-up.
For higher priority or complex cases, the referral manager may reach out immediately to “get eyes on the student” and assess their current state in order to evaluate how and when to involve the broader BIT.
The referral manager also tracks information about the type of concern, follow-up actions, and case resolution so there is a historical record if the student re-emerges as a concern in the future.
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Escalation Manager Proactively Addresses Low-Level Cases
Forum research surfaced two schools currently using diff erent variations of the referral escalation manager, the University of South Carolina and Iowa State University. At the University of South Carolina, the escalation manager is the Director of Student Conduct, who also serves as the BIT chair. At Iowa State University, a small offi ce of three fulltime staff members handles incoming referrals and coordinates a response.
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Practice #10: Referral Auto Alerts
Practice #12: Pre-Meeting Briefings