YFU SA-PSP Handbook 2024 PDF

1 Contents 1 Introduction to YFU........................................................................................................3 2 The Placement Support System....................................................................................... 4 2.1The role and goals of the PSP...

1 Contents 1 Introduction to YFU........................................................................................................3 2 The Placement Support System....................................................................................... 4 2.1The role and goals of the PSP as defined in the IBS.......................................................... 4 2.2The structure of the PSP............................................................................................... 5 2.3How does the PSP work in practice?.............................................................................. 6 2.4How to get started.......................................................................................................7 2.5On-going support........................................................................................................7 2.6Reports and contact with office.................................................................................... 8 3 Typical Problems and Conflict Situations.......................................................................... 11 3.1Medical treatment and insurance................................................................................. 11 3.2Homesickness and culture shock................................................................................. 12 3.3Incompatibility between HF and student....................................................................... 13 3.4Changes in family life and situation.............................................................................. 14 3.5 Jealousy and other issues within the HF....................................................................... 14 3.6Sexual harassment and abuse..................................................................................... 15 3.7Student/HF breaking YFU rules.................................................................................... 16 3.8Typical cultural differences......................................................................................... 17 4 Mediation and Finding Solutions.................................................................................... 18 4.1Mediation and Counselling......................................................................................... 18 4.2Host Family change................................................................................................... 19 4.3Letters of encouragement, warning and probation......................................................... 21 4.4Early Return and off-programme................................................................................. 21 5 Practical Advice........................................................................................................... 24 6 ANNEXES.................................................................................................................... 25 ANNEX I YFU South Africa Placement Support Person Report Form 2021/2022.................. 25 ANNEX II YFU South Africa Placement Support Person Mediation Guideline 2021............... 25 ANNEX III "I WANT TO TRAVEL" form............................................................................ 25 ANNEX IV YFU South Africa year programme 2021/2021.................................................. 25 7 Additional Resources................................................................................................... 25 Resource I Host Family Declaration 2021....................................................................... 25 Resource II Host Family Acknowledgement of YFU Policies 2021........................................ 25 Resource III Guidelines for Exchange Students 2021/2022................................................. 25 Resource IV YFU SA Welcome Letter for Student 2021....................................................... 25 Resource V YFU SA Host Family Handbook 2021.............................................................. 25 Resource VI Life in a South African Village 2019............................................................... 25 Resource VII Cultural Values: Hot and Cold Climate Cultures............................................ 25 Resource VIII The Active Reviewing Cycle........................................................................ 25 2 1 Introduction to YFU What started as an exchange of German teenagers to the USA after World War II led to the foundation of Youth for Understanding (YFU). “I wondered how it would ever be possible to rebuild what had been destroyed. Even more important, what has been damaged within the people’s lives and hearts. What could I ever do?” Rachel Andresen, founder of YFU More than 70 years later, YFU is present in more than 50 countries on all continents. Small approaches between two enemies have grown into a network of individual national organizations, which are connected through a set of common standards and values. Many things have changed in YFU and in the world in which it operates. However, the core idea behind the programmes has remained: allowing young people to immerse themselves into a foreign culture in order to better understand the world they live in and to get to know their own personalities and potential. YFU’s mission: To advance intercultural understanding, life-long learning, global competencies, mutual respect, and social responsibility through transformational educational exchanges for generations of youth, families, and communities, supported by dedicated volunteers and professional staff. More than ever, the world needs YFU. Shifting economic powers, health epidemics, civil conflict, growth in social media, matters of class and equality, as well as emerging issues such as LGBT rights and girls’ education have continued to transform and affect cultures and societies across the world. YFU has been and will continue to be a leader in these areas, fighting for mutual understanding by broadening perspectives and breaking stereotypes. Read more about YFU on our websites: YFU South Africa homepage: https://yfu.org.za/ YFU International homepage: https://yfu.org/ Youth for Understanding South Africa was founded in 1995 and is member of the international umbrella organisation. YFU, consistent with its commitment to international understanding, does not discriminate on the basis of race, colour, national origin, religion or gender. YFU South Africa currently has regular exchange programs with Germany, The Netherlands, Sweden, Switzerland, Austria, Hungary, Belgium, Norway, Finland, Estonia, France, the USA, Chile, Uruguay, and many other countries. Terminologies and abbreviations that are used in this document and in YFU generally: Exchange Student (Std) = is a child aged 15-19 and participating in the YFU exchange programme. Learner = in context of South Africa’s education system the student is also called learner. Host Family (HF) = a South African participating in the YFU programme by hosting a student. Natural Parents (NP) = the student’s natural parent(s), i.e. the parents in the student’s home country. Placement Support Person (PSP) = a volunteer who supports a student or HF during the exchange. Host Family Placement Support Person (HF-PSP) = volunteer who is responsible for supporting and being in direct contact with a host family during the exchange. Student Placement Support Person (S-PSP) = volunteer who is responsible for supporting and being in direct contact with a student during the exchange. Sending Organisation (SO) = is the YFU organization in the student's home country that is responsible for the student's compliance with the programme requirements and preparation prior to the exchange. 3 Receiving Organization (RO) = is the YFU organization responsible for the student during the exchange (in our case, YFU South Africa is the RO for the incoming students). 2 The Placement Support System The YFU International Basic Standards (IBS)* state that, “as an educational organization, YFU goes beyond a concern for adjustment and emphasizes the principle that student learning - about themselves, the host culture, and culture generally – is the ultimate goal of support provided to students. In this sense, student support also has the function of ongoing orientation, with corresponding potential educational benefits for host family members and volunteers.” The Youth for Understanding International Basic Standards (IBS) are meant to be guiding principles for all YFU organizations, as adopted by the YFU IES, Inc. International Board on December 21st, 2016. Our programme participants are adolescents, young human beings in a phase of life that is most confusing and exhausting - both for themselves and for their environment. During the additionally confusing and exhausting experience of an exchange year, it is essential to create an environment for the students that allows them to learn from their experience. Their mistakes initially should not be perceived as a breaching of rules and a step towards an involuntary return, but rather as an opportunity to learn and grow. Hence, some students might require more guidance and/or support than others, which should be provided to them. This basic assumption should be kept in mind by every staff member or volunteer involved in student support and mediation, especially when analysing support cases and finding respective solutions. 2.1 The role and goals of the PSP as defined in the IBS The aim of the YFU SA support system is to help and support exchange students and host families throughout the programme which is achieved by allocating each of them a dedicated Placement Support Person (PSP). The PSP is a representative of YFU and usually a volunteer who has previously participated in one or other role in the exchange programme (e.g. as an exchange student, host family or volunteer) and knows through his/her experience what the exchange experience can entail. The role of the support person is to be the first YFU contact person, friend and, if necessary, mediator and mentor for the exchange student and host family in case of any problems, issues or questions that may arise during the programme. Within the context of long-term student exchange, problems and conflicts often come about. Learning to resolve such problems and conflicts in a constructive manner is an essential aspect of the learning experience that YFU intends to promote. Most commonly, YFU's support efforts are required to facilitate solution-finding for problems and conflicts between students and their host families, but they can also be required for problems affecting any party or between any parties involved in the exchange process, i.e. student, host family, natural family, YFU, school, etc. At the local level, the PSPs play a crucial role in this process, because they are usually the first to identify a problem, discuss it with the student and/or HF, and inform the YFU office in the form of a written report. The PSP is therefore a source of information gathering, based on which the YFU SA office can decide on further steps to be taken, and to inform the sending organization in the student’s home country if necessary. PSP preparation, commitment to YFU’s mission, and the will to provide the best experience for all parties are crucial and ensure the best possible exchange experience for the student and the host family. 4  The YFU support system comprises five essential tasks, as per the YFU IBS: Step 1. Gathering of information includes steps and activities that relate to gathering of information from the student and their host family, as well as any other parties involved (e.g. school, the sending organization, natural parents etc.). Step 2. Analysis of information includes steps and activities that relate to analyzing the information which was gathered. Based on this the problem or issue is identified. Step 3. Finding a solution includes steps and activities that relate to finding an appropriate solution, together with all the parties involved. This usually includes personal meetings with the student and host family, as well as a joint discussion with all parties involved. Step 4. Communication between all parties involved, as well as between the sending and receiving YFU organization, includes steps and activities that relate to the communication of gathered information to ensure all parties involved are ‘on the same page’. Step 5. Documentation includes steps and activities that relate to the documentation of support and counselling cases for internal and external purposes, namely in the form of reports and supporting documents (email or WhatsApp conversations with the Std/HF etc.) 2.2 The structure of the PSP In order to provide consistent and professional support, it is necessary to have a structure within which volunteers can communicate and carry out their allocated support tasks. In summary, in YFU South Africa, the roles of PSP's are divided into two parts: The Host Family Support Person, or HF-PSP, is responsible for supporting the host family. The Student Support Person, or S-PSP, is to be the student's first South African friend and offers support and guidance. The HF-PSP and S-PSP for each placement (i.e. a student and the student’s HF) usually work closely together and exchange information where necessary. Each student and exchange family receives a volunteer support person which is allocated by the YFU office. When matching PSPs with students and HF, the office considers factors such as location, gender, age, nationality, language and personality/interests. Experienced PSPs may be supporting several students and/or host families at a time. However, the allocation of different PSPs for the HF and the Std helps preserve neutrality and impartiality in conflict situations and is therefore the preferred method of allocating PSPs to students and HF. The programme cycle is one of the main factors that frame YFU’s volunteer activities. YFU’s main programme cycle starts in the third quarter of the year (Q3) and coincides with the school year in most European countries. Some YFU countries (including YFU SA) also offer programmes starting in the first quarter of the year (Q1) which coincides with the school year in most of the Southern hemisphere. YFU offers both year (10-11 months) and semester (5-6 months) programmes for both the Q1 and the Q3 programme cycle. The Q3 programme year starts in August and runs until June in the following year. The Q1 programme year starts in January and runs until November/December in the same year. The semester programme starts on the regular Q1/Q3 start date and runs for 5-6 months. The financial year of YFU SA coincides with the calendar year Due to on the main season Q3, the preparations for the new PSP group for the new season will start no later than June, i.e. two months before the arrival of new students. The preparation includes: 5  1) Appointing a coordinator for the PSP group; 2) Recruiting Placement Support Persons (PSP) among YFU SA’s volunteers; 3) Organizing and conducting training for PSPs approximately two weeks prior to students' arrival; 4) and welcome the students at the airport! Confidentiality! Remember that everything related to the concerns and problems of the student and the host family is completely confidential. They may not be discussed with anyone other than the YFU office or the assigned PSP group coordinator. Information shared with you by a HF or Std is intended only for you, as well as for the YFU office in line with the reporting requirements. At the end of the PSP season, YFU SA will ask for feedback on the existing support system based on your experience. Students and HF are also asked to complete a feedback form which includes a section on the support they received during the programme. The feedback will be used to further adapt and improve the PSP system and the support offered by the YFU SA office. 2.3 How does the PSP work in practice? Given that mutual trust is a crucial ingredient for successful support and mediation, and that a relationship of trust has to be built over time, each PSP is required ensure an initial face to face contact, where possible, with the Student and/or the Host Family as early as possible, but no later than one week after the student’s arrival. If the PSP and the Std/HF do not live in close proximity, a video call can substitute the in-person meeting. Where possible, the PSP should be present at the airport when the student arrives as this provides a good opportunity to meet the student and their HF. In case of a shortterm program, a YFU representative must have contact with the student, by any means of spoken communication, within five days after arrival. The PSP must maintain regular personal contact with their student or HF. Such contact must be at least once a month and may be implemented by any means that allow for a conversation (including through chat functions and messaging tools such as WhatsApp, Zoom etc). We strongly recommend that the PSP establishes a strong relationship with the student, e.g. by chatting to them on a regular basis, noting important dates such as the student’s birthday, their first day of school etc. rather than just ‘checking in’ once a month to gather information for their monthly report. Remember, a student or HF will only feel comfortable sharing issues and problems with you if they know you and feel that they can trust you! At the end of each month during the programme cycle, the PSP must send a written report to the YFU SA office. This is usually done via a simple Google Form and covers topics such as the relationship between Std and HF, school, culture, language, adaptation, special events, concerns or ‘red flags’ etc. For further details, please refer to section 2.f. Reports and contact with office. For semester and year programmes, the PSP should have at least two face to face meetings/visits during the exchange period. Should this not be possible due to travel restrictions or the PSP and their student/HF living in different provinces, video calls can be used as an alternative. 6  The Importance of Pre-Departure Preparation of Students Students should understand the support system of YFU SA. It is important to cover this topic at the arrival orientation and explain how the system works in their region, who their allocated PSP is, how they can be contacted etc. The importance of taking the initiative in starting the communication with a YFU representative or with their PSP should be made clear to the students. It should be considered part of their personal growth that they learn to ask for help when they feel a need. However, the same applies to the PSP, especially in the beginning of the programme year. It is crucial that the PSP takes the initiative and reaches out to the student/HF as early as possible after the student’s arrival and within 1 week of the arrival date. Trust must be built between YFU SA and the student through the PSP. As a PSP, this means that you need to strike a delicate balance between being your student’s of HF’s friend and confidante, and informing YFU of potential issues or problems that are brought to your attention. All in all, your role as PSP consists in being the link between the Std/HF and the YFU office. However, YFU as an organization still remains responsible for the well-being of the Std and their HF and therefore needs to be aware of any issues or problems, no matter how small they may be! 2.4 How to get started The first few weeks are the most crucial period in the relationship between the PSP and their Std/HF. The first few weeks are marked by excitement, uncertainty, misunderstandings, exhaustion, feeling overwhelmed, taking in all the new experiences and environment – and it is this period in which the foundation for your relationship with your Std/HF is built! TIPS for getting started: Familiarize yourself with the background of the student and the host family. Learn the names of the student and the members of the HF, including how they are pronounced correctly, and find out about their interests and hobbies. Be aware of the activities that take place during the programme. Which school the student will go to? Any school trips or activities coming up? YFU Orientations or student trips? Which activities are compulsory and which are voluntary? (ANNEX IV - YFU South Africa year programme 2021). During the first three weeks, the student PSP and HF PSP should find a way to visit the host family and student together or have a call to get to know each other. Remember: The initiative to organize a meeting must always from the PSP. Introduce yourself to both the HF and the student so that all parties know who is who. Seeing a student's home and HF helps to better understand the joys and worries that a student may experience during the year. Make sure you also establish a relationship with your ‘PSP partner’, i.e. the HF’s PSP (if you are a PSP for a student) or the student’s PSP (if you are a PSP for a HF). 7 2.5 On-going support The most important task of the support person is to be a good listener and to be supportive to the student and/or host family. In most cases, simply telling someone about issues and formulating the problem will help to find a solution to the concern. In order to ensure that the monthly contact does not become a ‘dry’ phone call, it is good to involve the student in your daily activities if you are living nearby. For example, if you are about to go to a concert, an event, a movie, etc., invite a student with you – this is a good opportunity to do something fun together and at the same time find out how they are doing. Even going out for a cup of coffee every once in a while, or taking the student on a sightseeing trip helps you bond with your student. If you are a PSP for a HF, perhaps invite them over for a braai or take the host parents out for a lunch or a cup of coffee. NB: The support person must not make uncovered promises, i.e. a support person can never promise to solve a specific problem - you can only promise to deal with it. TIPS for your monthly communication with the HF and/or student Rule 1. Prepare your contact Find a time that is convenient for both you and your HF/Std, e.g. by initiating the conversation via WhatsApp Keep the student and host family file (or notes you have made after previous communication) at your fingertips Ask if it is a good time to talk or if the HF/Std is busy Clearly introduce yourself (who you are and how you are connection with YFU) and mention the last meeting or phone conversation that took place with a host family or student Rule 2. Talking points Make notes on events or special occasions that were mentioned in previous conversations and refer to them, ask how it went, etc. Ask open questions on the following topics: school, sports, leisure time, friends, adaptation, everyday life, family life, events, expectations, relationships. Don’t use questions that can be answered with a simple ‘yes’ or ‘no’ – use phrases such as ‘tell me more about…’, ‘what did you like most about…’, ‘how do you feel about…’ Take notes, don't judge/condemn, don't compare. If problems come to light, suggest an (extra) appointment. Do not immediately organise a meeting with all parties until you have informed and consulted with the YFU office and met with each party individually! Rule 3. Finish your call/talk Provide information about upcoming events or meetings Agree on a date or time for your next meeting/call. Don’t rely on the student or HF telling you "Don't call us, we'll contact you": People always call too late! It is your responsibility to ensure regular contact with your student/HF, even if they state that there is ‘nothing special going on’. Remember, a relationship is built over time and through consistent contact! Your Std/HF will only share more sensitive issues with you if you have been a consistent presence in their lives throughout the exchange. Rule 4. Monthly feedback Write down your thoughts and impressions immediately after your meeting/call or complete the monthly report form immediately. You may not remember the details later! 8  In addition to the contact details of the PSPs, YFU will provide the host family and student with the YFU emergency number(s), which can be called 24 hours a day if necessary. In case of an emergency, the PSP will be informed by the YFU office within 24 hours. Should the HF or Std call the PSP in case of an emergency, it is imperative that the YFU office is informed immediately – if necessary via the emergency number! 2.6 Reports and contact with office Regular contact between PSPs and the YFU office is almost as important as the contact between the PSP and their HF/Std. The main communication channel is a WhatsApp group, but PSPs are also welcome to contact the office via any other regular channel of communication, i.e. via email or a phone call. At least once a month the YFU office will ask all PSPs to submit a monthly report on their student(s) and/or HF(s). This is done via a Google Form, the link to which will be shared with all PSPs at the beginning of their term. PSPs will also receive a reminder to submit their reports at the end of each month. Operational Contact Office contact Emergency Contact 24/7 The PSP Coordinator is the Feel free to contact the office if Emergency contacts are available right person to turn to for ask you have any questions that go for critical situations that require advice on how to act or beyond the day-to-day immediate notification and action: administrative matters. administrative frame or if danger to student life, health. coordinators are not available. The group coordinator for the 2024 season is: The office contacts for the 2024 The emergency contact number season are: for the 2024 season is: Blessing Makhado Email: [email protected] Lena Gronbach Mobile: +27 82 429 6237/+27 Mobile: +27 64 605 4062 Email: [email protected] 64 605 4062 Location: Pretoria Mobile: +27 82 464 3957 Location: Cape Town Vuyo Maqubela Email: [email protected] Mobile: +27 82 429 6237 Location: East London At the beginning of the program year the PSP members are added to one WhatsApp group to: share operational information, consult with each other on how to offer more meaningful support, and create synergies between the group members. NB: No question or shared extra materials is ridiculous and everyone's answer will help us all – remember, there are no stupid questions, only stupid answers! 😊😊 9 Golden Rule - all support activities and cases must be documented to help resolve any possible problematic cases in the future. Should a problem or issue arise and require additional counselling or mediation, the YFU office may ask you for an additional report or assessment of the situation. Importance of properly completed documentation and reports YFU South Africa is required by law to keep relevant documentation of all support, mediation, and counselling activities/procedures. Whenever necessary, this documentation will be made available to the Sending Organization in a timely manner. Such documentation or reports, which may be completed by the PSP or the YFU office, should at least consist of the following: date and means of communication (e.g. in-person, phone, mail, chat) of the contact; name of the PSP or person contacting the student/HF; main topics of discussion – to be reported in a factual, neutral manner; agreements, assessment of the situation, and next steps. It is recommended to store such documentation for at least three years after the official end of the exchange programme. A longer retention period is, however, recommended in light of potentially longer legal deadlines for claims to be filed (i.e. statute of limitation). The YFU office will take care of record-keeping, but it is essential that you submit your reports and any additional supporting documentation in a timely and reliable manner. Data protection laws and confidentiality particularly apply when communicating or passing on counselling information. Both the RO and SO will ensure that such information is only shared with staff and volunteers according to the rules and recommendations outlined in paragraph The structure of the PSP. In YFU South Africa, we mainly use three types of reports: Monthly Reports, for regular monitoring feedback PSP counselling report following a counselling or mediation session Email, WhatsApp or phone call to communicate issues to the office. The regular Monthly PSP Reports form the backbone of our support system. Even in times when there is nothing special to report and everything is going smoothly, it is essential to keep records on each student and HF which can be referred to later should a problem arise. Please make sure to complete your monthly report at the end of each calendar month. Regular reminders will be shared by the YFU office or the PSP coordinator via the Whatsapp group. Two different monthly feedback/report forms are used: Monthly PSP Feedback: HOST FAMILY Monthly PSP Feedback: STUDENT The PSP Counselling or Mediation Report is a feedback form to report on a meeting with the student and/or host family in the event of a support case. In addition to a factual report of what happened and what was discussed with each party, the PSP is asked to add their own observations and suggestions to the YFU SA office. The report must be submitted no more than three days after the meeting took place. For the quick communication of issues or problems, an email or WhatsApp message is generally the best way to report issues to the YFU office. This is because it allows for easy record-keeping. In complicated, difficult, or critical cases, it may be helpful to call the YFU SA office contact after sending the email, to facilitate better understanding through verbal communication and tone. When sending an email or WhatsApp message to report an issue, it is suggested to include the 10  following sections: Relate information and facts (ideally designating the source of the information, i.e. who has reported it) Relate the reporting party's (i.e. your own) assessment about the case, the next steps, and a first interpretation of the information. Statements of this nature can be coupled with requests for specific clarifications or cultural explanations from other parties. Relate any confidential information relevant to the case but only to be shared between PSPs of the host family/student and the YFU SA office contact. Confidential information is not to be shared with students, host families, or natural parents – except if done by the YFU office. Such information should be clearly designated with the heading "CONFIDENTIAL" and should only be shared with the PSP Coordinator or the YFU office on a need-to-know basis. NB: Do not hesitate to point out and share conflicting information or inconsistencies in what a student or HF tells you, to allow for clarifications from either side. All in all, the sooner we get to the source of the problem, the greater the hope of solving it at early stage. This is also why it is so important to have regular contact with your student/HF and to report even small and seemingly unimportant issues – sometimes these turn into a bigger problem and being aware of them at an early stages makes it easier to address and solve them! YFU has accumulated experience on many different situations and problems over the years – so even if you feel like the problem you have encountered is unique, there might already be an established model that can help address the situation. Always feel free to ask for help from PSP Coordinator or the YFU SA office! 3 Typical Problems and Conflict Situations Problems often arise from different perceptions, values, feelings, misunderstandings, or cultural and personal differences. The student and the host family may understand and interpret the YFU rules in different ways. The student may misinterpret the host family’s behaviour – or vice versa. The aim of resolving the conflict should be to reach a compromise. All parties should think about how far they are willing to go to reach a compromise under the guidance of the PSP and, if required, the YFU office. The role of the PSP(s) is to be a neutral party in the conflict situation and to take a leading role in resolving the situation. See more under chapter 5.0. Mediation The following are some of the problems that occur from time to time. 3.1 Medical treatment and insurance YFU takes the safety and security of students and families very seriously and wants to minimize the risk of accidents or illness. All YFU students have comprehensive insurance coverage for illness, medical emergencies, and hospitalization, and had a physical examination before coming to South Africa. Medical or psychological conditions, chronic illnesses, allergies or similar medical issues are mentioned in the student’s application file which is kept by the YFU office. Students are also required to disclose any medical conditions to their host family so that they are aware of any precautions that need to be taken. More specifically, most YFU students have insurance cover with either Dr Walter Insurance or HanseMerkur Insurance. In some cases, students are required to take out additional insurance with Momentum Ingwe, based on the requirements for obtaining a study permit for South Africa. All students are issued with an insurance card or confirmation letter and HFs should always keep a copy of this document with their records in case of an emergency. All the above insurance options cover treatment at ANY private hospital in South Africa! 11  TIPS to share with the Student and/or Host Family Advice for Student The student (not YFU, its representatives or the host family) is responsible for any medical bills, regardless of who signs a hospital admission form. If a student needs to see a doctor or be taken to a hospital, he/she must be sure to take his/her own credit card and/or enough cash to cover the immediate fees. Students must be made aware that their insurance does not cover medical bills directly (as it may be the case in their home country). They will be required to settle the medical bill and then claim the money back from the insurance afterwards. YFU strongly discourages exchange students from borrowing any money from their host parents, even for medical needs! The student must make sure to obtain a receipt for payment, as well as a detailed doctors’ report, detailing his/her condition and the treatment given to him/her. These documents will be needed in order to claim back the money from the insurance. Kindly insist that the student report all medical problems and emergencies to you, or directly to the YFU office. This is particularly the case when it comes to a COVID-19 infection as YFU needs to be notified immediately! Advise for Host Family Read the insurance information carefully with your student. Most students need help to understand their insurance and how to file claims. Ask to make a copy of the student’s insurance card and carry them at all times in case of an emergency (or save a digital copy on your phone). When a student receives medical treatment, the host parents should never list themselves as the responsible party. Instead, the student, YFU, or the natural parents should be listed as the responsible party. Do not pay for student’s medical expenses, and make sure student knows that he or she is responsible for all medical expenses after insurance payment. Student insurance also covers for property damage caused to immovable property of the host family and bodily injury caused to the host family, as well as loss or theft of the student’s personal belongings – please contact YFU should the student report a stolen item so that we can assist with the insurance claim. Kindly insist that the HF report all medical problems and emergencies to you, or directly to the YFU office. This is particularly the case when it comes to a COVID-19 infection as YFU needs to be notified immediately! For safety reasons, there are important policies and stipulations concerning student participation in activities that are considered ‘dangerous’ (read more about rules from Guidelines for Exchange Students 2021/2022) and which are not covered by YFU’s general insurance. These activities include driving motorized vehicles of any kind (including quadbikes and driving on private property), bungee jumping and other ‘extreme sports’, handling firearms, and various other activities. Please consult with YFU and refer to the insurance provisions. 12 3.2 Homesickness and culture shock Culture shock is a normal reaction to living (and even visiting) a foreign culture. The student will likely need you and the host family to provide support and help him/her navigate all the ups and downs of understanding a new culture, and handling culture shock. Within a month or two of arrival, the student may need your support as they may experience what is called a culture shock. Culture can be described as a general feeling of ‘being overwhelmed’ or unable to cope with the constant exposure to a different culture or environment. Homesickness generally occurs during major holidays such as Christmas, loved ones' and the student's own birthdays, etc. Having to concentrate and think through how to do things that are automatic in familiar circumstances can be exhausting and discouraging. Try to remember any time that you experienced culture shock. This will help you relate to student. There are both physiological and psychological signs of culture shock. Physiological indicators Psychological indicators Loneliness or Sleepiness or insomnia boredom Homesickness and overly Compulsive eating or loss of appetite idealized feelings about home Recurrent minor illnesses and rashes Sense of helplessness, over-dependence Upset Irritability, or perhaps hostility stomach Social withdrawal Unwarranted Headaches concern for cleanliness and/or physical security Rebellion against rules Crying When student shows signs of culture shock ask them what (even if seemingly insignificant), is contributing to the discomfort. Simply finding out what is bugging the student to understand why he or she is frustrated or confused may relieve the situation a bit. NB: Also, keep in mind they may be expressing themselves through the limited English vocabulary that they have, which may make them feel more isolated or unable to explain their feelings properly. Help your student set goals and have a regular interest in achieving them. Setting goals will help the student focus on achievements and being active in their adjustment process. Talk with your student about specific goals – even very small goals - like starting a conversation with a classmate or learning how to use a cookbook in the local language, learn some recipes and surprise the host family. By setting small, but specific goals, the student will focus on new skills and become more comfortable in the new environment. For example, a student may set a goal such as learning ten new words in the local language each day or studying English for a set amount of time each day. You could also encourage student to set a goal that requires getting out of the house and interacting with others, such as a new hobby. Each successful encounter should give the student more confidence and distract them from the culture shock or homesickness and diminish the feelings of isolation and frustration. Sometimes students are exhausted and physically tired in the first few weeks or months, and this can result in extreme behaviour, including being overly critical about things they don’t understand. This usually passes as the student settles into their new environment, so assure the student and the host family that this is (in most cases) a temporary issue that ‘resolves itself’ with time. 13 3.3 Incompatibility between HF and student However perfect the placement of the student may seem at first, it may become clear once the student arrives - or later during the exchange programme – that they are not well matched. A lack of common interests, different ways living and communicating, as well as different economic or cultural backgrounds, may lead to problems. Not everyone will get along, no matter how good the match may look on paper. The first step when detecting potential incompatibility between a student and their HF is to try and support them through mediation. Remember, the exchange experience is all about adapting, becoming more open-minded, accommodating others and broadening your own horizon. A host family change should always be seen as the last available option – in many cases small differences can be overcome. After all, growth and personal development form part of the exchange experience, and both the student and the HF are expected to adapt (at least to a point) and ‘get out of their comfort zone’. As a PSP, you can support the student and HF in this process and offer support and guidance where needed. Should it be impossible to overcome the differences between a student and HF, a HF change may be considered in consultation with the YFU office. However, be aware of reasons that are not valid reasons for a host family change (5.p. Host Family change). In case the PSP and the YFU office jointly acknowledge that only a host family change may solve the problem, the necessary steps will be initiated. The YFU office, in consultation with the PSP and, where applicable, a regional YFU representative, will start to look for a new HF for the student. This may take some time, so the student may have to remain with their initial HF during this process. Alternatively, the student could be placed with a volunteer or a short-term HF if and when necessary. Remember that a HF change does not mean that the student, the HF, or the PSP have failed – incompatibilities happen and it’s nobody’s fault. There are no losers in this game - the student, the host family and the YFU win if an uncomfortable situation is resolved by a host family change. However, it is important to keep in mind that a host family change may take time. While YFU usually has a limited number of ‘emergency families’ that are willing to assist on a short-term basis, it may not always be practical to place the student with an interim family, especially if this entails travelling to another province. In some cases the student may not want to be removed entirely from their current environment and school and it might be possible to find a new host family in the same area. In other cases, however, the physical proximity to the first HF may lead to on-going tensions – so the new placement of the student must be considered carefully and in consultation with all relevant parties. 3.4 Changes in family life and situation Diseases, parental marital problems, death of a family member, economic difficulties – these are changes in a host family’s life that may justify a host family change. Additional reasons for considering a move can be found in chapter 5.p. Host Family change Often, the host family does not want to admit that they are no longer able to host a student. It is not easy for a family to tell their PSP or YFU (or a student) that they should move, especially if it is due to circumstances that are out of the HF’s control. Once again, this is where the importance of establishing a close relationship with the HF (if you are the HF’s PSP) comes in. Only if you have built a relationship of trust will the HF feel comfortable to share their struggles with you. In this situation, it is important to discuss the next steps together with the student, the HF, and the YFU office, and to decide whether the student should stay with the host family until a new placement has been found. No family must be forced to keep a student with them if the family encounters insurmountable problems and difficulties. 3.5 Jealousy and other issues within the HF The host parents are sometimes exposed to jealousy or rivalry between their natural children and the exchange student. When a new family member – the student – arrives, the siblings may feel left out as much of the attention will be on the student. The task of the family PSP is to explain to the family that this is a frequent problem and to help the parents and siblings adjust to the new family structure. The positive side of the situation is that it provides a good opportunity for the host family to get to know each other from a new angle and grow stronger together (this is something several host families 14 have pointed out in their YFU feedback). If the student has brought up the problem, the first suggestion would be that he/she speaks directly with the host parents about the issue. This should be based as much as possible on the facts and the student should explain how this makes them feel. The HF-PSP should contact the host family only if the situation does not change and cannot be addressed internally in the family. The role of the HF-PSP is to be an explanatory party in this situation, helping to analyse what has happened and to share tips for host parents on how to find a solution to the situation. TIPS to remember: The children of the host family should not have to make any sacrifices to the student (e.g., give up their room, take the student with them to their friends). Siblings must have the opportunity to find the best way to communicate with the student, i.e., to go through both good and bad - just as it is usually the case with siblings; Host parents should not feel like they have to devote more time to the student than to their children. The student must follow the same rules as other children of the same age in the family. Parents of the host family must speak separately to their children and explain that they love them and care about them as much as they did before the student arrived. The student must use every opportunity to show his/her siblings that they are very important to him/her. For example, a student may ask for help learning a language. He can also share his impressions. The activity of parents and siblings contributes to language learning. Children may be concerned because everyday activities have changed since the arrival of the student. Such changes must be discussed between parents and children. A sibling who feels jealous generally does not confirm or admit this. Don't ask them directly and, if you or the host parents speak to a sibling, refrain from using negative expressions (including terms such as jealousy). It is usually much easier to classify feelings as good or bad. Discuss options that would lead to better contact and a better and closer relationship with the new family member. Listen carefully and pay attention to the comments of family members – they will help you understand feelings and solve problems. Use different options and tools to try and improve the situation. Don't ‘blame’ the host parents, because sooner or later they may feel like they have to ‘take sides’ – and they will invariably choose their natural children. There is not always a ‘quick fix’ and it may take up to 2 months to resolve issues related to jealousy – so be patient and give the student and HF time to build and improve their relationship. Jealousy is not usually a reason to consider a host family change. In most cases, the problem resolves itself as the student settles in and finds their place in the host family. So try to refrain from even mentioning a HF change as a potential solution to the problem – make it clear to the student and HF (in a nice, supportive way) that this is something they need to figure out. 15 3.6 Sexual harassment and abuse If a student reports that someone has approached them – or even tried to approach them – sexually or in an inappropriate manner, this issue must be taken seriously and action must be taken immediately. First, try to find out what exactly happened, and ask the student to explain in detail what happened. Try to gauge if the incident may be due to cultural differences such as hugging or kissing between family members – but even if this is the case, there may be a need to take action. If the student is severely disturbed or afraid, call the YFU SA office or the emergency number immediately. Even if the student seems calm, it is crucial to inform the YFU office immediately if the student reports an incident of – real or attempted – sexual abuse or harassment. If there is even the slightest indication that the student may have experienced sexual harassment or abuse within the host family, the student must be removed from the host family’s home immediately. The student will be placed with a volunteer or interim host family until the allegations have been investigated. If the incident took place with a person that is not part of the HF, the student may remain with the HF as long as they feel comfortable there. And as long as they are visited by their PSP or a YFU representative as soon as possible. Please also take note that – depending on the situation and the nature of the incident – it may be your legal obligation to report the incident to the police, especially if the student is a minor (i.e. under the age of 18). Failure to do so makes the person who is aware of the incident liable for criminal prosecution. More information on the legal aspects of the obligation to report sexual offenses against children can be found here. In cases of sexual harassment or abuse, it is not your responsibility to provide professional counselling or medical/ legal advice. YFU will arrange for professional counselling and support by a qualified practitioner if and when required – your role as PSP is merely to facilitate the flow of information, and to be there for the student as a friend and support person. Behaviour in case of concern: Behaviour in a crisis: Consult with your ‘PSP partner’ and Immediately inform the YFU office establish if they have made similar (if necessary via the emergency observations. number). Inform the YFU SA office immediately. Adequately evaluate your own Adequately evaluate your own resources – resources – do I have the time, skills do I have the time, skills and willingness to and willingness to be involved this be involved this situation? Remember, you situation? Remember, you are not a are not a professional counsellor and professional counsellor and dealing dealing with cases of sexual harassment or with cases of sexual harassment or abuse is beyond what is expected from a abuse is beyond what is expected PSP. from a PSP. The YFU office will take the necessary steps in terms of communicating with YFU in the student’s home country and/ or the student’s natural parents. If you suspect an incident of sexual abuse or harassment has taken place, please always consult and work closely with the YFU office – do not act on your own! 16 3.7 Student/HF breaking YFU rules Students: All YFU students agree to follow the rules of YFU South Africa, as well as all laws and national regulations of the Republic of South Africa, while being part of the program. You can find more information about the YFU rules and regulations in the YFU SA Guidelines for YFU exchange students 2021. Violations of rules may be a cause for Involuntary Early Return (5.q.), i.e. the student will be removed from the program and returned to their home country. Students are expected to always act in a thoughtful, mature way and in the best interests of themselves, their host family and/or YFU. However, we do need to take into consideration that our students are teenagers and that many students come from countries where they have a larger degree of freedom and independence compared to South Africa. This can result in a student breaking YFU rules – or even the law – either knowingly or unknowingly. However, all students are informed of the YFU rules and applicable national laws (including lockdown regulations) prior to arriving in South Africa, as well as at their post-arrival orientation. Students are therefore expected to be familiar with the rules. Host Families: In principle, the same rules apply to the Host Family and its members. All YFU host families sign an agreement to acknowledge that they have been informed of the rules and that they will ensure that these rules are followed by themselves and the student. More specifically, this includes: Acknowledging that YFU South Africa is a non-racial, non-political and non-sexist educational organization with strict policies regarding racism and sexual abuse that apply to all our program participants. Acknowledging that they have read and understood YFU South Africa’s rules for programme participants and that they will ensure to the best of their ability that their student complies with these rules. Understanding that YFU South Africa is by law obliged to comply with the Criminal Law (Sexual Offences and Related Matters) Amendment Act 32 of 2007 and declare that they will always be vigilant in this regard and immediately report any suspicion of sexual offenses or sexual harassment committed against their exchange student to YFU South Africa. Providing a home environment for the student, including their own bed, a study area and three meals per day, and – to the best of their ability – ensure the safety and well-being of the student. More information about the rules, as well as the responsibilities of a HF can be found in the YFU SA Host Family Handbook 2021. TIP: The easiest way to start identifying the source of a problem related to the YFU rules is to revise these documents: 1) YFU SA Host Family Declaration and Acknowledgement* 2) YFU SA Welcome Letter for Student 2021 3) YFU SA Host Family Handbook 2021 Review the materials listed above with the person being supported and discuss all the points one by one. Let him/her first explain how he/she understood the rule in question and reflect on whether this is correct, if necessary. Include the other party in the discussion (with prior permission) if it is clear that there has been a misunderstanding on one or several issues. 3.8 Typical cultural differences As we all know, South Africa is one of the most multicultural countries in the world – which is why it is called the Rainbow Nation! Especially in urban areas many different ethnic groups make up the population which often makes it difficult to identify ‘one’ common South African culture. Especially for 17 exchange students it may therefore be difficult to identify and understand South African etiquette, traditions and ways of living and interacting with one another. This is why our PSPs are so important – as someone who is familiar with South Africa’s diversity and its many different cultures, languages and people, you are best placed to help the student find their place in our multicultural society. Some helpful thoughts and explanations of cultural differences – especially for students placed in rural areas – can be found in the Life in a South African Village 2019 document. This document contains useful information about family life, school, and other aspects of life in (rural) South Africa from the perspective of previous exchange students and volunteers. The summary of Cultural Values: Hot and Cold Climate Cultures gives you a simplified, but comprehensive overview of differences between people’s everyday behaviour/attitude in different countries/continents. 18 4 Mediation and Finding Solutions Before any support or mediation intervention with a student and/or host family, it is essential to gather as much detailed information on the situation as possible – ideally from all parties involved. This is done by speaking to the student/ host family you support and to ask the PSP supporting the other party to do the same. You and your fellow PSP should work closely together, compare your initial findings, and gain a first impression of the situation or problem in order to address it accordingly. TIP: The easiest way is to use The Four F's methods* of active reviewing and to start to unravel whatever problem, issue, emotion has arisen. The four F’s are used to gather information or feedback by focusing on: Facts: An objective account of what happened Feelings: The emotional reactions to the situation Findings: The concrete learning that can be taken away from the situation Future: Developing a step-by-step plan or roadmap of activities or behaviours that the participant(s) will engage in going forward This model can be used to think about and reflect on a situation, it helps to structure written reports, and includes the main aspects of what should be considered when reviewing or evaluating a situation for all parties involved and to develop a joint solution. * For more information on the method, see appendix "The Active Reviewing Cycle" or https://www.ed.ac.uk/reflection/reflectorstoolkit/reflecting-on-experience/four-f 4.1 Mediation and Counselling In case of difficulties, verbal communication needs to take place, ideally face-to-face or at least in a video call. The HF and the Student should be contacted separately in order to give each of them the opportunity to discuss issues they may not (yet) feel comfortable to discuss in the presence of the other. YFU SA must keep proper records of these conversations, as per the requirements of the YFU International Basic Standards. The PSP is therefore required to provide a written report to the YFU Office immediately after a mediation talk with a host family and/or student has taken place. With regard to mediation and counselling, it is important to clarify these two concepts in the context of YFU and our exchange programmes: The role of the Placement Support Person is to mediate in situations of conflict, misunderstandings or cultural differences, in line with the guidelines set out in this handbook. Counselling can only be provided by a person who has acquired the necessary qualifications (such as a trained psychologist or trauma counsellor) and is provided in more serious cases, such as sexual assault, or a student falling victim to crime. When a problem arises and is brought to the attention of the PSP, the first step is to talk about it with the student/host family. In most cases, talking about it and reflecting on the problem with a support person will help the student or HF find a solution at an early stage. Once again, this points to the importance of establishing a relationship of friendship and trust immediately after the start of the programme. Only then will the student or host family feel comfortable sharing their concerns or problems. 19  TIPS: Important additional material! 😊😊 Please get acquainted with the appendix "YFU South Africa Placement Support Person Mediation Guideline 2021" for detailed tips on basic mediation skills. Despite the best efforts of a PSP, should it become clear that the PSP alone cannot provide the necessary support in a particular situation, please reach out to the PSP coordinator or report it directly to the YFU office (2.f. Reports and contact with office). In order to allow the YFU SA office to work effectively with all stakeholders (including YFU in the student’s home country), it is important that PSPs share information about cases as soon as they become aware of them. This can be done via the monthly feedback reports, or by informing the PSP coordinator and/or the office via email. Problems – not matter how small – should not be left to ‘fester’ as this usually makes the situation worse, rather than better. The earlier support is provided, the easier it is to resolve the issue. It is the responsibility of the PSP the YFU SA office to gather all relevant information from all parties involved in order to obtain a complete and well-balanced picture of the situation. It may be helpful to also obtain additional information from the Natural Parents which is done through YFU in the student’s home country and requested by YFU SA office staff (not the PSP). Attention should always be paid to the difference between objective facts and subjective statements. When documenting a mediation or counselling case, bias should be avoided at all times. When writing a report or providing feedback it is therefore important to state whether statements can be corroborated by a second party, or whether the ‘facts’ rely entirely on the – potentially incomplete or subjective – account of one person or party. TIPS: Collaboration between PSPs in mediation cases The PSPs of a host family and their student should work closely together and must ensure that separate communication takes place with the Student and the Host Family (without the other party being present). This is to ensure a correct and fair handling of the case. The student should be provided with ample opportunity to explain his/her point of view and to express his/her felt needs. They should not feel ‘intimidated’ by having to make their case in the presence of the host family, and vice versa. In case of serious difficulties, a face-to-face meeting, with the student and any relevant parties, conducted by a qualified representative of YFU SA is required. It is recommended to have at least two PSPs and/or YFU representatives present. A qualified representative has long-standing counselling experience and/or has received specific training. YFU SA will provide counselling support by a professional counsellor trained in psychology/adolescent psychology if required (e.g. about the psychological well-being of a Student, sexual abuse, situations involving exceptional challenges, etc.). 4.2 Host Family change Before the decision to move a student to a new host family is made, the PSPs of the HF and the student, in consultation with YFU SA staff should discuss the feasibility of alternative approaches that could help 20 to avoid this drastic step and to determine whether it is really necessary. A host family change must always be considered as a ‘last resort’ option and may not be offered as a solution in the early stages of mediation or counselling, even if the student or HF raises this as an option. Host families and – especially – students often see a HF change as a ‘quick fix’ to a problem that is ultimately the result of their own inability or unwillingness to adapt and to compromise. A HF change is only considered as an option once all other avenues have been explored (unless the student is in serious physical or psychological danger). Options that must be explored prior to considering a HF change include: a round table meeting with PSP(s), HF and Student a temporary stay or ‘time out’ for the student with another (temporary) HF a change of PSP a meeting with a counsellor. TIPS: the reasons listed below are meant as general considerations based on the YFU International Basic Standards. However, each must be considered individually and solutions need to be found based on the specific situation. REASONS FOR NOT CONSIDERING A HOST FAMILY CHANGE: Location – student not happy with rural/urban area School – size, grade level, etc. (unless there are extreme conditions, i.e. religion) Natural parents are overly involved in the placement (e.g. very conservative NP) even though student is fine “My friend moved so I want to move” Nothing in common with HF (unless in cases of serious incompatibility) REASONS FOR CONSIDERING A HOST FAMILY CHANGE: Mismatch between student and HF after a reasonable period of time for adjustment. It is difficult to determine a "reasonable amount of time" as it varies depending on the circumstances of each individual situation. Conditions in host family which make it difficult for student to adapt (financial, job loss, divorce of the host parents, health reasons) Different expectations of host family and student Difference in ‘chemistry’ - don't feel a connection, even after adaptation period Sibling rivalry that cannot be resolved through mediation Overwhelming expectations regarding religious practice NB: The process of placing a student with a new HF takes time and ‘backup’ host families are not always readily available. It can take up to two months, depending on the situation, which must be communicated to the student and host family. IMMEDIATE MOVE OF A STD (within a few hours after YFU being informed) Reports of suspected abuse (verbal or physical) in the home Any indications of exposure to pornography Acute risk of physical or psychological harm There is no ‘absolute’ guideline for moving a Std, as there are many reasons that may (or may not) require a host family change. A change of host families must always be reported to YFU in the student’s home country prior to the move taking place, naming the reason for the move as well as the status of 21  the new placement (temporary or permanent). This is always done by the YFU SA office, based on the information and reports provided by the PSP. 4.3 Letters of encouragement, warning and probation The main goal of support and mediation is to ensure a successful exchange experience for both the student and the host family. However, in certain cases, the YFU office may decide to take action following a violation or transgression of rules by a student. The following three types of letters are available for this purpose and may be issued by the YFU office in certain situations. These letters provide the student and, if applicable, the student’s natural parents, an opportunity to recognize and reflect on what happened, as well as on necessary improvements or changes in behaviour. These letters should not be used as a replacement for close communication with and support of the student. NB: Letters of encouragement, warning or probation are always issued by the YFU Office. The role of the PSP role is to provide the office with the necessary information and to be supportive towards the student receiving the letter! Step 1. Letter of encouragement: Should YFU SA (based on information provided by the PSP) find that a student is struggling with certain aspects of his/her exchange experience, falling short of expectations in spite of good intentions and efforts, it may be helpful to provide the student with a letter of encouragement in which specific expectations and recommendations for improvement are pointed out. An encouragement letter is an optional step and it is not a prerequisite for a warning or probation letter. Step 2. Warning letter: Should YFU SA deem it necessary to clearly point out to a student that a specific change in behaviour is required, or if the student has failed to comply with certain rules and expectations, the YFU office can issue a warning letter. A warning letter must: identify the problematic behaviour or action and the required change in behaviour, indicate a reasonable time frame for the required change in behaviour to take place, set out the potential consequences (e.g. probation letter or an early return) should the student fail to comply, and include words of encouragement to emphasize the learning opportunity for the student. Step 3. Probation letter In order for YFU SA to issue a probation letter, one of the following situations must be present: (a) lack of change in behaviour following a warning letter issued to the student; or (b) a severe breach of the YFU rules or national laws (without a previous warning letter). Such probation letter must: identify the problematic behaviour or action and the required change in behaviour, state that YFU will consider an early return in case the student fails to comply, and include words of encouragement to emphasize the learning opportunity for the student. YFU SA is required to make contact with the student (ideally through the PSP), taking into account the mediation and counselling principles set out under o.Mediation above, before issuing a warning or probation letter. The content of a warning and probation letter must be discussed orally with the student to ensure full understanding by the student. Each letter must also be shared with YFU in the student’s home country. 4.4 Early Return and off-programme It is the intention of YFU that each student who is selected, participates in the orientation(s), and arrives in the host country should complete the exchange programme, i.e. remain on programme until the official programme end date. Our goal is to support students in the process of overcoming the inevitable obstacles of cross-cultural adjustment. Since YFU is an educational organization, it must be emphasized that situations of conflict also present the student (and the HF) with an opportunity to learn and change their behaviour. However, some students may return to their home country before the official end date of the programme, for various reasons. 22 Voluntary Early Return Involuntary Early Return Unmet expectations of Std Severe and/or multiple YFU policy violations Serious Severe homesickness unresolved emotional problems – mental instability, psychological disorders, eating disorders, established by Acceptance of an assessment an appropriate professional assessment. Serious and that the student is not able to chronic behavioural problems which make the student adjust to the host country A unsuited for a host family placement and the required severe illness or death in the student’s natural family, or level of school attendance, and that could not be illness of the student resolved through YFU counselling measures Lack of motivation to adjust to the host culture in cases where Financial problems or family the motivation could not be re-established through YFU plans which include the student (e.g. relocation of the mediation or counselling support. natural parents) Breaking a law of the host country (e.g. student commits sexual abuse of a minor, fraud, credit card School change or changing abuse or physical violence, drug abuse, stealing…) school requirements in the student’s home country Pregnancy and causing pregnancy Military service Expulsion from school for bad grades or behaviour Breaking conditions in a probation letter, in which an IER is mentioned as a consequence. The following are NOT reasons for an Involuntary Early Return Difficulty to adjust to host culture if student is willing to try and has proven to do their best. YFU is an educational organization and should therefore do its utmost to support students that are willing to adjust. First time failing classes in school, especially shortly after arrival Breaking of conditions in a warning letter, if IER was not mentioned as a consequence. Difficulties in finding a new HF for the student if a HF change was agreed upon with the student Student’s unwillingness to help in search for new Host Family Protecting YFU's reputation, if student is not fully responsible for a situation that could potentially damage YFU's reputation. Difficulty of student to learn the local language. Voluntary Early Return (VER): A VER occurs when a student wants to return home prior to the official end date of the programme. The natural parent/legal guardian(s) of the student should provide their agreement in writing to YFU in the student’s home country (who will subsequently inform YFU SA) prior to the return of the student. 23  Involuntary Early Return (IER): An IER occurs when the YFU Receiving Organization (YFU SA) decides, after discussion with the student, host family and YFU Sending Organization, based on stated guidelines, that a student should be removed from the YFU program and returned to their home country. If the student has broken the law of the receiving country or has failed to follow the YFU Policies (e.g., is expelled from school), a student can be considered for an IER immediately. However, YFU will generally make an effort to provide the student with support to recognize the problematic nature of their behaviour and to work on improving this behaviour. Generally, a student will first receive a warning letter, possibly followed by a probation letter, before resorting to an IER. An Involuntary Early Return decision should not be made within the first 24 hours of a problem or policy violation having been reported. However, if it is in the best interest of the student to travel home as soon as possible (e.g. due to medical or psychological reasons, death or illness in the natural family) an early return may take place within a shorter period of time. However, both YFU organizations (in the hosting and sending) country must be in agreement and this must be documented in writing. Off program: If a student is absent from the host family’s home or other place of residence to which YFU has assigned him/her, YFU may determine that this student will be removed from the YFU program. In such case, YFU is released from all obligations, legal or otherwise, to the student and their natural parent/legal guardian(s) for the student’s current or future well-being. In most countries, including South Africa, the validity of the student’s visa is linked to being on program, which means that the student’s visa is no longer valid if the student is off program. YFU will, if possible, work with the student to again accept YFU supervision without delay. However, if this cannot be done, dismissal from the YFU program is final. The student will then lose YFU support, including medical cover and their visa status, and a return ticket to their home country will be issued for the earliest possible flight date by YFU in the student’s home country. 5 Practical Advice Golden rules of student and host family support: Support must be fair and equal to all parties involved and must take place through continuous contact and communication throughout the exchange programme. By maintaining regular contact with your student or HF, you will avoid last-minute "fires". Don't pick sides, always try to remain neutral. Building a good relationship from the beginning will help in difficult times. Remember, you don't have to find solutions alone. Your role is to be a mediator and to help the student and host family to find solutions that work for them. Don't panic, stress or take emotional pressure from others. Do not try to solve the problem in a rush - a problem that is "solved" in this way often remains. Don't make promises right away when you find out about a problem. The only promise you should make is to try your best to assist the student/HF in finding a solution and that you will support them. Never hesitate to ask other, more experienced PSPs (including the PSP coordinator) for help or guidance! Most situations or problems have happened before and there may be a ‘tried and tested’ solution for it. Follow your experience, your gut feeling, and the YFU rules! Maintain neutrality: When you find out what happened, don't get emotional. Rule of thumb: LISTEN -> UNDERSTAND -> SEPARATE FACTS FROM FEELINGS! If necessary, check the accuracy of the information provided to you by contacting another support person or the YFU office. If you find it difficult to understand one of the parties, let someone else help you find a solution. 24 Avoid burnout: It is crucial to make personal contact with your student or HF right at the beginning of the year, i.e. within the first days of the student’s arrival (maximum a week). If you don't make contact right away, you will miss the crucial ‘window’ to bond with your student or HF and to gain their trust. Ask for help and advice! Don't keep problems or difficult situations to yourself. Contact the PSP coordinator or an experienced PSP, even if you just want to talk, consult or ask for help. Avoid panic and stress. There's a solution to every situation - sometimes it’s unpleasant, sometimes it’s not obvious, but it's always there. You are not alone! 25 6 ANNEXES ANNEX I YFU South Africa Placement Support Person Report Form 2021/2022 ANNEX II YFU South Africa Placement Support Person Mediation Guideline 2021 ANNEX III "I WANT TO TRAVEL" form ANNEX IV YFU South Africa year programme 2021/2021 7 Additional Resources You will find the additional materials as separate files in the YFU Google Drive folder (the link will be shared with you): Resource I Host Family Declaration 2021 Resource II Host Family Acknowledgement of YFU Policies 2021 Resource III Guidelines for Exchange Students 2021/2022 Resource IV YFU SA Welcome Letter for Student 2021 Resource V YFU SA Host Family Handbook 2021 Resource VI Life in a South African Village 2019 Resource VII Cultural Values: Hot and Cold Climate Cultures Resource VIII The Active Reviewing Cycle Created in July 2021 by: Airika Torn, Lena Gronbach, Laura van Gass Sources and Materials: 1) YFU International Basic Standards (IBS) 2016 2) Golden Guidelines Student Support 2011 3) Host Family Handbook YFU USA 2020 4) Host Family Warning Indicators YFU USA 2020 5) YFU SA Host Family Handbook 2021 6) Host Family Support Person Handbook YFU EE 2021 7) Student Support Person Handbook YFU EE 2021 8) YFU SA Welcome Letter 2021 9) Handbook for YFU Exchange Students in Estonia 2019/2020 26 27