Student Exchange Outbound Student Handbook

Student Handbook Outbound

Culturally safe environments

Student Exchange Australia New Zealand is committed to supporting students to express their cultural rights. Whether from Australia or overseas, Student Exchange Australia New Zealand supports students to express their culture and enjoy their cultural rights while respecting and enjoying their host community’s culture. We promote the empowerment, participation and rights of children.

Student Exchange Australia New Zealand is committed to helping exchange students learn about Indigenous culture and history. We act on this commitment by ensuring that our staff, volunteers, students and host families participate in inductions or orientations which contain content that is inclusive and sensitive to Indigenous culture and history. We commit to the cultural safety of our Indigenous people and work together with our participants and overseas partners to confront and eliminate racism.

By undertaking the above, we aim to promote cultural rights and safety of Indigenous children so that their unique identities and experience are respected and valued. We value all our participants and host families and, as per our Mission, we provide opportunities to enhance their future potential.

Moreover, Student Exchange Australia New Zealand works to facilitate that our participants, their families, host families and our staff and volunteers are representative of the diverse nature of the societies in which we operate. We promote equity and respect diversity and strive to ensure that our policies and procedures do not exclude anyone who is otherwise eligible to participate on our programs.

First Nations Map

Please click here to learn more We live on _____________________________________ country.

Introduction

Preparing and planning for your exchange is a big part of the process. This part goes a long way to ensuring the rest of your program is a success.

This handbook is all about the important things – preparing for life in a new country and community, building a good relationship with your host family, handling the emotional adjustment of being on exchange, as well as your support network while you are away.

This handbook will be a handy resource for you while you are overseas.

Read & Research

It is important to read about and research your host country before you depart so you have some knowledge on arrival. You can do this by looking online, in libraries or in the travel section of bookshops. The best source of information is the internet. You can search for all sorts of information on your country and possibly even the town or school you will be attending.

From time to time your student exchange organisation will direct you to some interesting websites we have found, or that have been recommended by other students.

Pre-Departure Information

Passport & copies of documents

We will have digital copies of most of your important documents on your digital student file - passport, flights, insurance certificate, etc. It is a good idea to leave a copy of your passport at home with your parents in case it gets lost or stolen and you need to get a replacement.

How much luggage can I take?

Your baggage allowance is determined by your airline, destination, date of travel and frequent flyer status. This can vary significantly between airlines so please check the website of the airline you will be flying with. Most airline websites have a baggage calculator that allows you to enter details regarding your trip and which will then provide you with the number of kilos you are allowed to take. Do not rely on previous experience with airlines as the baggage allowances may have changed since you last travelled. This relates to the weight, dimensions, and number of bags you may take.

This advice holds also for cabin baggage and any “extras” you would like to take on board (such as clothing, laptop, musical instrument). Remember that you will not be allowed to take more than 100ml of any liquid onto the plane. Check with the airline and adhere to their allowance. It can be stressful trying to re-pack suitcases at the airport and excess baggage charges are very expensive (can be up to $100 per kilo). Before you leave home double check again that your baggage will comply.

Whether to charge an excess baggage fee is up to the airline officials who check you in on the day of your flight. Do not risk it. You might get through when you depart from home but may not be so lucky at the other end for your onward travel.

What kind of luggage should I take?

The important thing to remember when choosing what bags to take is that you will have to manage it yourself! You will have to lift your luggage on and off luggage carousels. Some of you will be taking it on and off trains. It is important that you can easily carry it yourself there will not always be someone available to assist you. For your checked in luggage, it is a good idea to have a suitcase with wheels and a retractable handle which allows you to pull it along easily. Another good idea is a backpack/travel pack that allows the harness to be zipped inside when you are not carrying it. If you are taking a laptop computer, buy a backpack that keeps it safe and allows you to carry it easily. During security checks, you may be required to take your laptop out of its case so that it can be x-rayed.

Identifying your luggage

Lots of suitcases and backpacks look similar so it is a good idea to make yours distinctive. This will help you to identify it easily on the luggage carousel. You can do this by tying coloured cloth or ribbon to the handle or by having a brightly coloured luggage strap.

You should lock your luggage with a decent padlock. Most come with two keys which you should keep in two separate locations - one on your person and one in your hand luggage. Another option is to purchase a luggage that comes with a built-in TSA lock. Label your luggage clearly inside and out with your destination (i.e. host family) details. You will need to label the inside of the bag in case the outside tag gets removed.

Packing

Q: What should I take?

A: NOT TOO MUCH! You will not be able to take everything you want to take so you will need to be ruthlessly selective.

Clothes

Take the same clothing you would wear at home—t-shirts, jeans, sweatshirts, runners etc. You should pack at least one “dressy” outfit for special occasions.

If going to a colder climate, warm boots, gloves, scarf, heavy coat, and warm socks are essential. If you are having difficulty buying warm clothes before you leave or are unsure of what to buy, talk to your host family about the cost and availability of buying clothes on arrival and budget some extra money for this. It is important to pack some t-shirts and lighter weight clothes as many places will be heated and you will only need your heavy clothes for outdoors.

On the plane you should plan to wear loose comfortable clothing and comfortable shoes (your feet will swell during the flight). It is important to dress for your destination it may be +30°C when you leave but –10°C when you arrive! So, layer your clothes and take your coat on the plane with you if it is going to be cold on arrival.

Toiletries

You do not need to take a year supply of toiletries, underwear etc. Just take a normal amount of shampoo, toothpaste, etc. Girls, remember to take a month supply of tampons/pads. You will have to buy supplies of toiletries, underwear and such while you are overseas you are going to another country, but they do have shops! When packing your toiletries in your luggage, place them in a sealable plastic bag. This way, if they spill or leak, they will not spill over everything in your bag.

Valuables

Do not take expensive valuables with you such as jewellery, watches, etc. If you have an item of value, consider taking out extra insurance.

The Australian Customs Service produces a booklet called “Know Before You Go” This booklet outlines information on duty free sales, what you are allowed and not allowed to bring back into Australia and the customs process upon arrival in Australia. You can get further information from Australian Customs on their website www.customs.gov.au. The New Zealand customs service website is also of great value https://www.customs.govt.nz

Electrical appliances

If you are planning on taking any electrical appliances, you will need to purchase an adaptor for the country you are visiting as there are different plugs around the world.

Medication

If you are taking any regular medication, ensure you pack a reasonable supply plus a copy of the prescription. It is a good idea to take a letter from your doctor explaining your medication and the reason it is required. This can be helpful if you think you may need to see a doctor overseas to renew the prescription.

If you have glasses or contact lenses, consider taking some spares and a copy of your prescription in case you need to have them replaced while away.

Hand Luggage

• Spare underwear and a clean top in case your suitcase does not arrive.

• Toothbrush & toothpaste for freshening up on the flight or at stopovers.

• Passport / copy of itinerary / any visa documents / bank card / cash

• Medical face masks and alcohol-based hand sanitiser

• Host family contact details and any other contact details given to you by your student exchange organisation

• Essential medication including a copy of the prescription.

• Something to read or keep you entertained during the flight

• An inflatable neck pillow can make sleeping a little easier.

• Camera / mobile devices / laptop and any other valuable items that will fit in your hand luggage.

• Powerpacks and portable chargers MUST be carried in your hand luggage, not in your main suitcase.

• Remember to take your coat, scarf, and gloves on the plane with you if it is going to be cold at your final destination.

DO NOT pack anything sharp in your hand luggage as it will be confiscated before departure plus no liquids above 100ml. This includes items such as knives, scissors, tweezers, nail files, nail clippers, sharp objects or cutting implements, tools, knitting needles, etc. If you must take such items, then pack them in your main checked luggage. If you try to carry them in your hand luggage or on your person, they will be removed at the airport security screening and not returned to you.

Other things to prepare

Download a translation app on your phone and have a small album of photos to share. Please ensure your social media has appropriate content that you are happy to share with your host family. Research information on Australia or New Zealand. It will also be useful if you are invited to make a presentation/speech about home in your school or local community. Look up Australian or New Zealand facts on the web before you go. You will be amazed at what you didn’t know about your own country and fun to share in your new host community!

Gift Suggestions

Due to the weight limitations on your luggage, you cannot take too much or anything too heavy. You might like to take something small for each member of the family or just one present for all of them to give on arrival. It can be difficult to shop for people you do not know but people will appreciate the effort no matter how small. When you are leaving it is nice to give a thank you gift which you could purchase overseas or have your parents send over a gift

You also might like to give a small gift to your new friends when you depart. One idea from some of our returned students is to take, or have sent over, a packet of the small clip-on koalas or kiwi ferns. They can be purchased at all souvenir shops or markets - they are not very expensive; people love them and they are a token for people to remember you by. Perhaps consider if it’s made in Australia and New Zealand and shows a token of your life. Here are some ideas for you:

For Children: Stickers, stationery, pencils, erasers, music, boomerangs, tikis, ferns, caps, badges, jigsaws, calendars, t-shirts,

For Adults: Books, key rings, football/golf or other sporting mementos, placemats/coasters, chocolate, aprons, tea towels, coffee cups, cards, Vegemite (always fun to share!)

Books Animals, city and country life, people, wildlife, birds

Clothing T-shirts, hats/caps, scarves, aprons/tea towels, handkerchiefs

Handcrafts Pottery or wooden items, coffee cups, decorative plates/bowls

Music Tapes/CDs of local artists, country music, children’s songs

Games Puzzles, jigsaws of Australian or New Zealand scenes

Toys Native animals

Food Macadamia nuts, boxes of chocolates, tins of biscuits, glace or dried fruits packed for export, Australian lollies such as Minties or Caramello Koalas, New Zealand honey, kiwifruit chocolate

Stationery Stickers, notepads/cards, writing paper depicting local scenes

Souvenirs Anything from your own school or town –posters, postcards, school badge/cap, stick pins, badges

Gems Opals or greenstone stickpins, earrings or other articles

Flights / Airport

Short term / Semester programs

If you are going on exchange for a semester or less, you will be booked back on the program end date provided by the overseas exchange organisation. Unless there is a major reason to change this booking date you will travel back on the arranged booking date.

Academic Year programs

If the exchange is for longer than six months, it is usually not possible to book the return flight prior to departure since the airline(s) might not have released the seats for that specific departure date. You might depart on exchange with a ticket showing a “dummy” return date. Your student exchange provider will book the “real” return flight as soon as it is possible and will then inform you and your parents. The overseas exchange organisation will be also informed about your new return flight.

Changing your flight

If you wish to return on a date which is different to the one organised (official program end date), please inform your student exchange provider of the change required. Your exchange provider will contact the travel agent requesting the change (fees will apply such as set change fee, airline fare and tax difference, etc). Your exchange provider will also contact the overseas organisation prior requesting the change, to ensure that the change fits in with the overseas organisation and the host family’s plans.

Any changes to your itinerary will need to be done by your student exchange provider, as the ticket was purchased by your student exchange provider. Our travel agent is not able to discuss any modifications to a ticket with you or with your parents. Please bear in mind that re-routing of tickets might not permitted, you may be able to change your return date, but you must depart from the same city you arrived in, and then fly home on the exact same route as you initially travelled.

It is advisable not to make a booking for the last week of the ticket’s validity. If there is any flight cancellation or delay of any kind, you may be left with an invalid ticket. Students would then be liable to pay for another ticket to return home.

Tickets purchased by your student exchange provider have a 12-month validity (from the day of departure) and cannot be extended. If you want to return after the ticket has expired, you will need to purchase a new ticket home (and pay for any costs associated).

Before making any extension to your ticket, please make sure you have thoroughly enquired about the visa requirements to extend the stay in the host country or region. Personal travel insurance will also need to be purchased covering the extension, as the cover we are providing you with, will cease on the day you will leave the exchange program.

Note: Unless students are travelling with parents, they usually must return home once the program has finalised.

Confirming your flights

Reconfirming flights is not required by the airlines anymore. However, we do suggest that you check the status of your flight 48 hours prior to your flight and, on your departure day. You can check the status of your flight going into the official website of the airline you are travelling with.

Most airlines require a minimum 24-48 hours’ notice for special meals so please ensure you do this well ahead of your departure day.

At the airport

Please ensure you arrive at the airport at least 3 hours before an international flight or, 2 hours before, for a domestic flight. Prior travelling internationally, you might need to take first, a domestic flight. If you have a domestic flight, ask your airline if they can check your luggage through to your final destination. This will save you time.

You will not be met at the airport, in Australia or New Zealand, by a representative from our organisation. if you have any difficulty with your check in, please contact our office or our emergency line (if outside business hours). Specific details of your departure arrangements, airport procedures and arrival in your host country, will be provided to you closer to your departure. Prior departure, you will receive via email a “travel pack” and, few days prior you fly, you will receive a call from us to discuss your departure from home and arrival in your host country, and to make sure you are ready for the journey!

On arrival at your final overseas destination, you will be met by a overseas partner representative, your host family or local coordinator. Specific details will be provided before departure.

Suggested travel apps

Your student exchange recommends you consider downloading travel apps:

Pack point

Making a checklist of everything you need to pack can be useful. Pack point looks at weather forecasts for the dates and location of your exchange. It will also task you to select activities you may participate in during your exchange program, like a sports event or swimming session. It will then offer up a list of items you should pack based on these activities, along with general items you will need for your trip

XE Currency

This is definitely not the most pretty looking app around; however, it is one of the most robust currency converter apps available. It regularly receives updates and offers live exchange rates with every currency in the world. You can store the most recent rates so you can access them offline and is useful for budgeting for your exchange program.

Google Translate

Google Translate remains just as remarkable as it was upon its release. The app provides translations that are now more conversational thanks to machine learning, between 103 different languages, allowing you to listen to translations out loud and translate dictation and your own handwriting on-screen. You can star your favourite words for offline access, or view dictionary results for a single word or phrase.

WhatsApp

WhatsApp has more than a billion users, and it’s highly likely you will run into someone abroad that uses this service. Chances are they don’t use SMS. Having the app installed before heading on your exchange can be useful in case you make new friends and need a quick way to chat with them. It’s also an easy way to keep in touch with people back home. You will need data connection or Wi-Fi to be able to send messages.

Duolingo

Duolingo is one of the top language learning apps for beginners. This is the best way for you to learn the basics of the language you will be immersing yourself in. It offers beginner-level courses but is a great tool for brushing up on the language. You can also chat with bots in selected languages and take placement tests to move up levels to tougher sections.

Citymapper

With the list of countries growing on its service, Citymapper is one of the best tools to find and utilise public transportation and navigation. It connects with multiple public transport options so it will find you the best way to reach your destination.

You can download maps to use offline so you don’t need data or Wi-Fi connection and it will also alert you on bus and train timetables.

App in the Air

Not exactly slick by name, though certainly slick by nature, App in the Air is a smart straightforward, flight tracking app that has the best coverage of airlines and airports. It will keep you updated about flight status – even if you don’t have internet coverage – and helps you manage your time at the airport, breaking down each flight into four stages: check in, boarding, take-off, and landing time.

Lonely Planet

One of the best features and the main reason why millions of people around the world use Lonely Planet is to get insight on what to see and do when you go on exchange. You can research the location of your host family placement and use Lonely Planet as your source of information as to what there is to see and do in the area you are placed.

FLIO

FLIO aims to be all in one companion app for travellers making their way through airports worldwide. An official partner of 300 airports that has info on thousands more, FLIO provides users with terminal maps, a boarding pass scanner, a flight tracker and directions to shuttle buses and booking options for everything from parking to lounge access. Perfect for students who are travelling independently and need information on airport connections.

WIFI Map

Roaming data rates will cost you a pretty penny and many pay to connect networks are little better. WiFi map is a helpful addition to your travelling toolkit, offering you GPS locations and login details (downloadable for offline use) for a wealth of free Wi-Fi networks across the globe, allowing you to easily get connected. Users can search through maps by location or select the nearest available network.

AccuWeather

Never underestimate the value of a great weather app. AccuWeather is available in more than 100 different languages and provides minute by minute forecasts that are hyper-localised. No more being caught out in a 20-minute downpour (hopefully). Very useful if you are planning an activity with your host family and needing to know what the weather is going to deliver that day.

Personal Security

When travelling overseas it is sensible to be always aware of your personal security. The following advice is not meant to alarm you, but rather ensure you are prepared and aware while travelling. When you arrive at your destination make sure you ask about security advice for your local area.

Security

Please note the following advice:

• Pack your own luggage and know what is in it and never leave your hand luggage unattended while travelling.

• Never carry items for other people

• Avoid political and other demonstrations and gatherings.

• Keep informed of the local and regional political scene in the media.

• Check your return flights and allow plenty of time for check-in and airport security screening.

• In most countries it is prohibited to take photographs of military installations, airports and other sites deemed sensitive to domestic security – if in doubt, don’t take the photo.

• Always ask an individual’s permission before you take a photo and respect their reply.

• Read as much as you can about the country you are visiting and their local laws, customs, and culture. Respect local customs and dress codes of any country you visit.

• Be discreet about your views on cultural differences and behave and dress appropriately.

Money / Valuables

While travelling use a security device that is close to you, such as a money belt. Consider options for protecting your cards from being skimmed, such as RFID blocking credit card sleeves/wallet.

Once with your host family, just carry the money that you need, on a daily basis, and arrange a secure place to keep your money and valuables in the home. Keep your passport in a safe place and do not carry it with you, unless necessary (always have with you a copy of your passport ID page). Change money in banks or legal foreign exchange centres. Keep all exchange receipts.

Crime

Never resist violent theft If your money, passport or anything else is stolen report it immediately to the local police. Get a police statement so you can make an insurance claim or arrange replacement documents. If your credit or ATM cards are stolen, use the bank 24-hour emergency number to cancel the cards and arrange replacements. To replace a passport, you will need to contact the local Australian/New Zealand embassy or consulate.

Natural disaster or other local trouble

In the event of a natural disaster or other major event or attack in the area you are in, you should make immediate contact with your host family and local coordinator / host organisation, to let them know if you are safe and where you are.

Also contact family and friends at home to let them know you are safe and healthy and what has happened. Do this even if you are not near the area as it will be reported in the media and people at home may not know how close you are to the event, so it is better to put their mind at rest.

Keep in mind that restrictions can change rapidly depending on local conditions. It's also important to keep in mind that the level of spread and variants of infectious diseases, such as the COVID-19, varies in each country. Follow these steps to protect yourself and others when you travel or, in your destination country:

• Maintain a distance of 2 m between you and others

• Avoid contact with anyone who is sick.

• Limit contact with frequently touched surfaces, such as handrails, elevator buttons and kiosks. If you must touch these surfaces, use hand sanitizer, or wash your hands afterward.

• Wear a face mask in indoor public spaces and outdoors where there is a high risk of an infectious disease (for example COVID-19) transmission, such as at a crowded event or large gathering.

• Avoid touching your eyes, nose, and mouth.

• Cover coughs and sneezes.

• Clean your hands often. It is especially important after going to the bathroom, before eating, and after coughing, sneezing, or blowing your nose.

• Wash your hands often with soap and water for at least 20 seconds.

• If soap and water are not available, use a hand sanitizer that contains at least 60% alcohol.

• Refrain from eating or drinking on public transportation. That way you can keep your mask on the whole time.

At the host family home

Have your host family show you how to secure the house properly if you are last to leave or if you are home alone. Discuss answering the door/phone when home alone. Find out the local emergency numbers for fire, police, ambulance etc.

Note: some of the information in this section has come from the Australian and the New Zealand Departments of Foreign Affairs (www.dfat.gov.au & www.mfat.govt.nz) and, from the British “Foreign & Commonwealth Office”.

Money

Discuss money with your parents well in advance of your departure! You need to work out how you are going to obtain your money multicurrency cash passport, credit/debit card, direct transfer to an overseas bank account or cash. As advised in your application form you should have approximately $AU500 or $NZ650 available on arrival for any immediate expenses and then a minimum of $AU350 or $NZ420 per month available for spending money. For some countries with a high cost of living you should budget for more. For example, in Italy and Japan, schoolbooks and uniforms can be an extra expense and may be quite expensive. If you need advice on how much to allow for your destination, call our office.

Your spending money is to cover personal expenses such as phone calls, snacks, going out, clothes, toiletries, etc. Your host family provides meals and lodging. In some countries you may need to buy lunch at school (unless your host family supplies you with a packet lunch) or pay for a school bus pass. You may also have the opportunity to take school trips or other optional tours which would be paid for by you.

Host families are not expected to supply you with personal items such as shampoo, perfume, stationery, money for schoolbooks or for social occasions with your friends. Wi-Fi may be limited at home, so please ask your host family, if they have any rules for internet access. It is a good idea to take your money in a combination of ways. For example, if you relied completely on your ATM card and it did not work or got stolen then you would be without funds for a while. If you had a backup credit card or cash, you would be able to access some funds until your ATM card was working again or replaced.

Cash

It is a good idea to take at least $300 worth of the currency of your host country so that you have some money on arrival. Take this in a mixture of small denominations. You can order foreign currency through your local bank or purchase it at foreign exchange counters at the airport. Do not depend on the airport exchange counter necessarily having stock of all currencies, and they often do not have as good an exchange rate as banks.

Multi-currency pre-paid travel cards

This is a great option for students. It is a pre-paid travel money card and uses your own money for spending. It can be used to pay for goods and services and to make withdrawals at an ATM. You simply load up the card with your own money. Please enquire at your local bank, or post office, for how to obtain one.

Credit/debit cards/Apple pay/Google pay

Visa or MasterCard are the best-known cards which can all be stored on your phone using Apple pay / Google pay. This will allow your parents to track your spending from their online statement and allow them to add money to your account when necessary. Remember to take the overseas contact numbers of your bank in case your cards, phone is lost/stolen, so you can report them missing and organise replacement cards. Make sure your parents keep a record of your account details for this reason also.

Budgeting

Whether you take your spending money with you and deposit it in a bank (you might not be able to open a bank account) or receive money from home, you will need to budget. You should talk to your parents about this before you depart and work out how to keep a budget. Host families are never required to provide funds when money runs out before your next instalment.

If you cannot manage an extra expense on your allowance, you should contact your parents and arrange for more money to be transferred. YOU SHOULD NOT BORROW FROM YOUR HOST FAMILY. Nor should you lend any money, either to host family members or friends. Handling the money question is important to your stay. It will require serious budgeting and discipline on your part. If you need help, ask your host family or your local coordinator.

Insurance

You receive insurance cover as part of your program fee. Full comprehensive medical, hospital, health, accident, baggage, cancellation, personal liability & travel insurance is provided. Please be aware that full medical insurance is provided for all COVID pandemic related medical costs whilst on program but any other COVID specific related expenses including but not limited to early return or quarantine fees are not covered by this insurance policy. The full policy is available from our website. Prior to your departure you will receive via email all the documentation linked to your cover such as Certificate of Currency, claim form, Schedule of Benefits, Emergency Assistance card, etc.

Note for New Zealand: All inbound and outbound students to and from New Zealand are included in our corporate policy with the insurance provider.

Please read the policy carefully so you know what is covered and if you wish to take out extra insurance, or insurance for specific items, you may like to buy an extra policy in addition to the one you are issued with. Many students take no notice of insurance details because they think they will never get sick, lose anything, or cause any substantial property damage.

As an exchange student you are expected to be responsible and to be in control of a situation which may require an insurance claim.

Make sure you tell your host family about your insurance cover (provide them with a copy of your insurance documents) in case something happens to you, and you are unable to provide this information to the hospital. The overseas exchange organization has anyway passed onto your host family all the information about your cover. The overseas exchange organisation has a signed “emergency permission form” in which your parents have stated that they will allow you to be treated.

You are responsible for payments for routine medical visits, and if they are for treatments covered by insurance you will be reimbursed by the insurance company. Keep available enough money to handle these emergencies so you will not have to ask your host family to cover them. They are not expected to pay for your medical expenses and are not obliged to do so.

Regular dental work is not covered by the insurance, so it is a good idea to have a checkup and any required dental work done well before your departure.

Communication with home

You should establish with your parents how often you are going to contact home while you are away. Are you going to use Zoom, WeChat, FaceTime, Skype or WhatsApp?

You can obtain information from your phone provider about the options they can offer you on global international roaming, but most students use internet-based methods for communication.

Having a family member away from home may generate varying degrees of difficulty for various members of the family. Sometimes, we cannot predict who is going to miss whom and to what degree. It is important, throughout the exchange experience, to respect and consider the needs of the various parties. The exchange experience is not just about the student who travels. Natural families, host parents, siblings, and schools at home and abroad, are all impacted upon and contribute. It is important to allow the participating student to draw on their own resources and those of their host family and community, to help adjust and settle in their new community.

In some cases, frequent contact from home can be intrusive and disruptive. It can hinder the adjustment process. It is important for everyone to find the balance of contact that provides most support for student, host family and natural family. This also goes for social media – use social media to enhance your experience, not to focus on what’s happening at home. Our experience is that a student who spends too much time on their phone to their parents/friends at home, does so at the expense of their relationships in their host community. We encourage parents to “be there” for their child, but also to recognise that frequent contact (daily) can limit their child’s capacity to maximise the benefits of the exchange program.

Staying in contact with your Program Coordinator

It is important that we can contact you easily in the eight weeks prior to departure as this is an important time for preparation, organising visas, etc. If you go on holidays during this time, please notify us in writing of where you will be and make sure you return home with enough time to pack, rest and say farewells before departure.

Similarly, if you have a part-time job, make sure you finish up early enough to get yourself organised and be relaxed before departure.

Monthly Postcards

Each student is required to complete online monthly postcards. Postcards to be completed will be automatically sent to you (do not forget to regularly check your mailbox!). Those postcards are easy to complete and allow us to know if you have any problems or concerns. Your postcards will be read by your Program Coordinator, so feel free to open up to us as much as you desire!

Even if everything is going well and you have no problems or questions you should share all the positive and exciting things that are happening to you. If there is something bothering you, this is the time and place to get it out in the open. It is also a good way to report on the progress you have made in an area, that was once a problem but has been resolved.

You may also be asked to send reports to your host organisation. Copies of these reports (and any reports we receive from your host organisation) might be shared with your parents to keep them up to date on your progress.

Before you go checklist

• Try to lead a normal life before departure.

• Keep regular sleep patterns this will help you adjust more quickly on your arrival overseas. Stay healthy, keep up your regular fitness routine.

• Limit the number of people farewelling you at the airport.

• Pack in advance after reading the sections in this handbook on packing and luggage. Do not leave it until the night before and stick within the airline limits!

• Ensure all your luggage (including hand luggage) is labelled inside and outside with the address of your host family. Do not pack in your main luggage anything aerosol, flammable or containing batteries.

• Do not forget to pack some toiletries, underwear, toothbrush, facemask, hand sanitiser etc in your hand luggage. You will be flying for a long time and freshening up before arrival, or during a transit stop, makes you feel better. Or in the worstcase scenario, if your luggage is delayed you will have some ‘emergency’ items with you to get by.

• Make sure you have all your important documents on your person, or in your hand luggage.

• Smile � � � �

Exchange Program Information

Rules of the program

The following rules are a condition of your participation in the program. Failure to adhere to these rules is sufficient grounds for ending your program and returning you home. In the event of dismissal from the program, program fees will not be reimbursed.

Restrictions

In Australia and New Zealand, when you turn 18, you are considered an adult. Should you turn 18 while you are on exchange, this privilege may not apply to you. Even if you are 18, you are required to do what your host parents, school, your student exchange organisation and your host organisation ask you to do, and what is contained in this handbook. Your new friends do not always understand that you are under more restrictions than they are. It is important that you let them know that since you are on an exchange program, any violation of your program rules can result, in you being sent home.

While on the program, students must abide by these program rules. A student who does not comply with the program rules may have his or her participation in the program terminated and the student may be returned to their home country at natural parent/guardian’s expense.

1. While in the host country, students must obey all the laws of the host government, including laws covering immigration, sexual relations, all State and Local government laws, as well as the rules set by the host school, the host family, the overseas host organisation, and your student exchange provider.

2. School attendance is compulsory. Students must attend school and follow school policies regarding absence, homework, and exams. Students must demonstrate a determined effort at school and maintain “C” average or higher in all courses at the host school.

3. Students must not travel independently and must comply with all your student exchange provider and overseas host organisation release conditions and procedures.

4. Students must not drive or purchase any motorised vehicle (e.g., car, van, ute, truck, motorcycle, moped, scooter, tractor, quad bike) which requires a licence except when supervised by legally qualified instructors as part of the student’s school experience. USA: driving is permitted with an instructor of an official driver’s education course, and only during class hours; Australia: driving ‘quads’ can be allowed if provided by the host family and additional insurance is arranged and must only be driven on private premises, not on public roads.

5. Students must not smoke, vape or use any prohibited substance during the program period. Students who indicate that they do not smoke or vape on their application may not smoke or vape during the program period. Be aware that in some countries or states it is forbidden by law for students under a certain age to smoke or possess tobacco or vaping products. Possession, purchase or use of non-medically prescribed drugs is prohibited. Consumption of alcohol is prohibited. Exceptions regarding alcohol may be allowed ONLY in countries where local law allows it and ONLY when offered, and consumed, by and together with the host parents in the host home and never to excess.

6. Students must demonstrate a genuine commitment to assimilate with their host community and host family by following host family rules, participating in host family everyday life and by integrating into the host family community. Students must act respectfully and always keep their Host Family aware of their whereabouts. The use of phone and/or other social media to contact home should be limited to help to avoid homesickness.

7. Students may not participate in hazardous activities without prior written approval by natural parents/guardians, host family and your student exchange provider on the Hazardous Activities Release Form. Approval is required regardless of whether the hazardous activity is covered by insurance.

8. The following actions/behaviours are not permitted:

• Hitch-hiking

• Sexting, that is, the sending or sharing of sexually explicit digital images, videos, text messages or emails.

• Life-changing decisions: marriage; changing sex or gender identity; changing religion; changing nationality; tattoos; piercings.

• Shooting, possessing, or handling firearms or other weapons.

• Becoming pregnant or causing somebody else’s pregnancy.

• Students are not allowed to take official employment outside their host homes in the host country, except in Australia and New Zealand

9. Students may not publish or share any images or content on any social media platform including another person unless with the express permission of that person/s.

Any student breaking the above rules will be returned to their home country immediately at the natural parent’s expense. Be aware that local laws (in the host country) may differ to laws in the home country and that violations of the above rules may have serious consequences and/or may result in the cancellation of a student’s participation in the program.

Rules are made to ensure the students’ safety and successful completion of the program. Your student exchange provider takes responsibility to help the student to successfully complete their program, and therefore has processes for handling situations where students break the rules. The process may involve “round table discussions”, “positive action plan” and a “final warning”. It will usually involve the student, host family, local coordinator, and overseas host organisation program staff. For appropriate rule breaches, it may highlight when a student is not following the rules, what remedial actions are required, as well as potential consequences if not remedied. Extremely serious rule breaches will of course not involve such a process but will cause the student to be immediately return to their home country.

Natural parents/guardians are advised not to contact the overseas host organisation unless approved by the sending organisation. To ensure proper management and control of a student’s program, all contact from the natural parents should be with your student exchange provider.

These rules must be read in conjunction with the Terms & Conditions of participation, Medical and General Authority, Travel Authority, Insurance Policy and student and parent handbooks. As indicated above, your student exchange provider and the overseas host organisations reserve the right to terminate the participation in the program of any student whose conduct is considered by them to be seriously in breach of program rules or detrimental to or incompatible with the program and in that event, they may return that student home at the natural parent/guardian’s expense.

In addition to the above rules, participants are required to adhere to additional requirements imposed through statutory bodies’ regulations and authorities such as obeying the regulations of their student exchange visa, obeying the host school’s policies and rules, adhering to the program end date.

Please note that any use or possession of drugs, including marijuana, is a serious violation of program rules and in most countries a breach of the law. It will result in the student’s immediate expulsion from the program and immediate return home at your expense.

Student travel during the program

The basic rule is that individual travel or group travel without an adult chaperone is not permitted. This rule applies to all students from your student exchange provider. Travel generally requires permission by natural parents, your student exchange provider, and the host organisation. Travel that would interfere with regular school attendance is never permitted as students are on an academic program and school attendance takes precedence over other activities, such as travel.

Your student exchange provider has on file a Travel Authorisation Form signed by you as part of the student application. This covers short trips with the host family, coordinator or school and travel with an approved group as described below. It also covers local overnight stays with friends only when approved by the host family.

Group travel with an approved group

Group travel is permitted only if the trip is sponsored by the host organisation, host school or recognised sporting or church group and only if it is chaperoned by an adult over the age of 25.

Individual travel to visit relatives, friends and /or other students

Permission will be granted only if the host or receiving individual is 25 years of age or older. This category of travel always requires the prior permission of natural parents, school, your student exchange provider and the host organisation. The travel must be directly from the student’s location to the point of visit and return. No diversions from this direct route or overnight stopovers will be permitted. Hitchhiking is never allowed.

Independent unsupervised travel is generally not allowed

In some countries optional tours are available and students are encouraged to take advantage of such trips. All parties concerned must be satisfied that the student will be safe at all times. Any travel should not involve missing any school days or any academic aspects of the program. If students are planning to leave the country on any trips, they will need to check the regulations regarding visas and re-entry. Students must be certain that they have the correct documents.

Visits by Natural Family

Natural families sometimes get caught up in the excitement of their child’s program and start planning overseas trips that involve meeting the student during their program. Please don’t plan any such trips without consulting your student exchange provider. Most of our partner organisations stipulate that students should not be visited during their program. Some organisations allow visits at the end of the program. This is because, through long experience, it has been found that such visits often upset the balance of the

program. The student can be torn in loyalty between his/her host family and natural family, and it is easy for any of the parties to be inadvertently hurt. It is always important, if you are planning a visit, to contact your student exchange provider and give us details of your proposed trip. We can then advise the overseas organisation and check to see that such a visit will be acceptable and that the timing is appropriate. Visits should not interfere with school attendance.

Disciplinary Procedures

There may be cases in which a student is immediately disqualified from the exchange program without following the procedure outlined below or where one of the steps is omitted. Such cases would involve serious infractions of your student exchange organisation rules, or overseas laws. Disciplinary decisions are made by our overseas partners in consultation with your student exchange organisation.

Your student exchange provider takes responsibility to help the student to successfully complete their program, and therefore has processes for handling situations where students break the rules. Disciplinary procedures usually involve the student, host family, local coordinator, and overseas host organisation program staff. For appropriate rule breaches, it may highlight when a student is not following the rules, what remedial actions are required, as well as potential consequences if not remedied.

The normal disciplinary procedure is:

Step 1: Roundtable Discussion: Working with the student to overcome problems.

Step 2: Positive Action Plan: A written warning. The student will be placed on probation if the problem continues and will be dismissed as a last measure.

Step 3: Final Warning

Step 4: Dismissal: In very rare and extreme cases, students who break program rules may be dismissed immediately.

Social Networking Policy

Students will be held responsible for everything posted on and linked to their profile on social media and networking sites like Facebook, Instagram, TikTok, Snapchat, Twitter, etc. This includes statements, comments, and photos.

Students must refrain from posting any content or images that indicate a violation of Australian or New Zealand laws or your student exchange provider’s rules, as well as any content or images that are perceived as obscene, defamatory, threatening, harassing and hateful, or hurtful to the reputation of another person and family.

Further, students must refrain from any online activity that could compromise their safety or the safety and privacy of their host family. This includes communicating or meeting with strangers (including dating apps), posting any information that could be used to identify their or their host family’s identity or location such as full names, address, phone number, bank and credit card information, etc. Students must be aware that downloading materials from the internet, (including films, TV shows and music) without appropriate payment to the copyright holder(s) is illegal in most countries.

Any of these actions may result in disciplinary procedures such as warning or probation and may lead to dismissal from the program. Points to consider about personal safety online:

• Ensure you have adequate privacy settings on your personal/private sites. Loss of your control of information/material can occur once published and it has the potential to remain in public forever. Additionally, the privacy policy of a social media site can easily change without your knowledge.

• Students are advised that, whilst on exchange, not to tag themselves in photos that we may publish on our social media platforms as this identifies them and creates a link to personal profiles.

• Students are advised not to disclose their surname, or actual whereabouts (other than the country they are in) on our social media platforms.

• Students are advised not to reveal data about themselves that could be used to impersonate/steal identity (date and place of birth, for example).

• Inappropriate or inaccurate comments which are damaging to a person’s reputation should be avoided, as they could result in a claim of libel.

• Postings, whether they are on a blog or public Facebook, Instagram, TikTok, Snapchat or Twitter site, can be read by millions of people. Strike the right balance between informality and formality in your tone.

• Safety, privacy, and enjoyment of the exchange experience comes first, so be sensible and keep emotions, politics, racial, ethnic, sexual opinions, slurs, and comments out of posts.

Arrival overseas

Arrival & Orientation

Your local coordinator or host organisation will give you an arrival orientation soon after you have arrived in your host country. The format of this orientation varies from country to country. You will be provided with general information regarding the country and your exchange program, as well as specific information regarding your local community and your school. Before this orientation write down any questions you may have. Do not feel embarrassed to ask even ‘silly’ questions. Many of the other students may want to know the answer to the same question.

Jetlag

The first days of your stay will probably be very tiring for you. Your body is still on the time schedule of your home country. You may even feel irritable during this time due to fatigue, maybe even to the extent of crying. This is known as ‘jetlag’ and all travellers must adjust to it. Knowing what effect, it may have on you will help you respond more calmly. Try to stay awake as long as you possibly can on your first day – this will help you have a solid first night’s sleep and overcome jet lag sooner. We suggest your try to resist the urge to have a daytime nap when you first arrive as you will then be awake in the middle of the night.

At the same time, you will be getting to know your host family. They will want to show you their home and community right away. Be patient. Let them know that you are excited but a little tired. Fortunately, all of this will last only a few days and you will soon be feeling fine.

You may experience some stomach problems during the first few weeks as your body adjusts to differences in food and water in your new country. This is natural and happens to the most seasoned traveller. If you do have this problem, try not to drink milk and avoid meat or rich foods. Soups are excellent to fight off this ‘bug’, and boiled noodles or rice are also easy to digest. Eventually, your body will become accustomed to its new environment and your upset stomach will be back to normal.

Your host family

Of all the friendships you will make during your stay, your experience with your host family has the most potential for a close, lasting, and personal friendship. Host families voluntarily provide an extra bed, a place at their table and in their hearts for you.

It is hard to get to know another person through emails or social media or documents, so your first few weeks together will include many revelations and maybe a few disappointments. There isn’t a rule book for learning about each other. For instance, it may be that you have never been expected to help with housework chores. However, here you are in a new home where everyone is expected to help willingly and even automatically. Chores or responsibilities usually present no problems, but sometimes there are ingrained habits of thinking or acting, which you may not be at all used to. Please ask your host family how you can help out – this will help you establish a routine in the family home and will be appreciated by the family.

Please understand that your host parents will worry about you – it will take time for you to learn the language, find your way around, understand bus timetables etc. Please respect the decisions of your host parents as you may not have as much freedom as you experience at home. You will need to look at this as part of learning about a different society and you will have to accept the style of the host family. Your host parents will want to ensure you are safe, confident and understand your surroundings.

Expectations

You may already have an idea of what is expected of you from your host family profile or correspondence you have had with the family. Soon after your arrival you should discuss the following issues, so it is clear what is expected:

• What do I call you? Mum, Dad, or first name?

• What else am I expected to do daily? - other than:

• Making my bed

• Keeping my room tidy

• Cleaning the bathroom, after I use it

• What is the procedure about dirty clothes? Where do I keep them until wash day?

• What is the procedure about washing clothes? Do I wash my own?

• What is the procedure about ironing clothes?

• May I use the iron and washing machine at any time?

• Where can I keep my bathroom toiletries?

• When is the best time for me to have a bath or shower (a.m. or p.m.)?

• What are the mealtimes?

• May I help myself to food and drink (non-alcoholic) at any time, or must I ask first? (Promise to do this in moderation if acceptable)

• What areas in the house are strictly private? e.g., study, pantry, host parents' bedroom, etc.

• May I put up pictures, posters, etc. in my bedroom?

• Where may I store my suitcase?

• Are there extra clothes hangers?

• What time must I get up, weekday mornings?

• What time must I get up, weekends and holidays?

• What time must I go to bed, weekdays?

• What time must I be in at night if I go out (exceptions by special arrangement)?

• May I have friends to stay the night?

• May I invite friends around during the day?

• What are the rules about mobile phones and device use within the family?

• Does anyone in the family have particular dislikes, e.g., chewing gum, non- punctual people, being interrupted when reading the newspaper, etc. Find out about these things - and remember them! What are the rules about using public transport, or how often I can ask for a lift somewhere? Can I use the Wi-Fi? When? For how long?

This list could surely go on forever; make sure you discuss all the various little things you take for granted in your own home - things may be done differently at your host family's home. You, your host family and your local coordinator can review these to ensure that everyone understands.

Manners & courtesy

Each culture has its own unique rules of behaviour. Some cultures have expressions of courtesy and manners which are very similar to other cultures. You may find the customs in your home country are different from those you experience in your host country. For example, many European cultures place bowls and serving platters on the table for people to serve themselves rather than serving the meal already set out on the plate. Observe the other family members, so you can see the appropriate way to serve the item and the appropriate amount to take.

Your sensitivity and willingness to learn and adapt to new ways will help you to quickly adjust and integrate into the new way of life. However, courtesy everywhere is based on a consideration of other’s feelings. Most manners proceed from the natural impulse to please or to show respect for another. For instance, after you have eaten a very good dinner prepared by one of your host parents, complimenting him/her would be displaying good manners in any culture. Teachers, friends, class and teammates will all react to your thoughtfulness. Please remember:

• If you are going to be late, phone to let someone know.

• If you want to make a late-night phone call back home, ask permission and observe any host family rules.

• If you want to invite a guest, check with your host family first to see if it suits their plans.

• Always be ready on time so that you do not cause the family to be late.

• Check with your host parents if you want to make independent arrangements,

• If you do not understand something, just ask, no matter how trivial you think the question may be.

“Go out of your way to be nice to your host family, it’s a big responsibility for them. Accept the ‘smothering’ from your host family, they mean well and don’t know what your family background is. Say bye & thank you for accepting you to all the friends you made”.

Kate (returnee from Canada).

Daily Life

The following list of simple suggestions will make life easier for you and those around you:

If you open it, close it.

If you turn it on, turn it off.

If you unlock it, lock it up.

If you break it, admit it and have it fixed or replaced.

If you do not know how to operate it, leave it alone and ask someone.

If it is broken, do not try to fix it, ask someone who can.

If you want to borrow it, ask for permission.

If you borrow it, return it.

If you value it, take care of it.

If you make a mess, clean it up.

If you move it, put it back.

If it will brighten someone’s day, say it.

If you hurt someone’s feelings, be the first to say “I’m sorry. Let’s talk things over.”

If someone hurts your feelings, say “Let’s talk things over.”

Religion

Mutual respect in matters of religion is essential to a successful exchange. You may wish to attend your host family’s church. Religion can be an important part of family life in some cultures and may well require a degree of flexibility from you. Attending church may provide an opportunity to make new friends, learn and grow. You may prefer quiet time to yourself, or you may need your host family’s assistance in attending or getting information about the church, temple or synagogue you wish to attend. This is seldom a problem because most host families appreciate and understand your desire to practise the religion of your choice. You will not be expected to convert to the host family’s religion but be mindful that your attendance may be appreciated.

Host siblings

What about your host brothers and sisters? Some of you will have host siblings and some of you will not. If you do, they may be around your age, very young, or older and no longer living at home. When you first join the family, you will be the centre of attention, but everyone likes the ‘limelight’ once in a while, so don’t be surprised if your host brothers and sisters feel some resentment because of this. Help the situation by showing a sincere interest in your host brothers’ and sisters’ activities. Be willing to learn from them and be curious.

Some common issues that arise with host brothers and sisters are:

Jealousy

It may be that more attention is being paid to you by the family, or it may relate to attention being paid to you at school. Host siblings may introduce you to their friends and social groups but then feel you are “stealing” their friends if you become particularly close to them or get involved in activities without the host sibling. Be aware of how they are feeling and how your actions can be interpreted by others. In many cases there will be no problem, and everyone will stay friends. Be particularly sensitive about boy/girl-friends – do not impinge on their time with your host brother/sister and do not flirt with them.

Dependency

This can work in two ways – you may feel dependent on your host siblings to meet people, or they may want to spend too much time with you. Host brothers and sisters are a good way to meet other young people. However, you should not rely entirely on them for your social life. Apart from potentially creating jealousy/attention problems, everyone needs a bit of space and time alone with their friends and they may not want to feel responsible for your social life. This may happen in reverse where your host brothers/sisters do not give you the space you would like to develop your own friendships. Be sensitive – they have probably been anxiously awaiting your arrival and looking forward to having a new sibling/friend. Explain that you are on exchange to meet a variety of people and experience different things and having your own friends is part of that experience. Try to include them in some activities or spend some time with them doing something they enjoy.

Friends

The new friends you will meet will make your stay more enjoyable. We hope that you will make many new friends. It is easy to cluster with other foreign students and it is understandable to share a common feeling of being different for a time. However, don’t let it become a habit. For you, the experience of being in a different culture and atmosphere will be somewhat diluted if you mix a lot with other exchange students. Your language skills will suffer and your whole adjustment period will be prolonged. A good way to make friends is to participate in any of the many activities which revolve around school or within the community. Try athletics, sports and drama, choir, bands, clubs, fund-raising activities, social activities such as planning for dances, field trips and

excursions, rallies for school athletics, etc. In each of these areas, students work together and often find that they make many new friends with interests like theirs. Speak to your school friends, local coordinator or host family to find out what your local area has to offer.

Focus on friendships and connections within the local community, rather than dating. It may be tempting to start a relationship overseas; however, it may limit the number of new connections you may make. Also, a farewell with a view to a break-up or long-distance relationship may present a challenge. Please try to avoid starting a new relationship prior to your exchange departure, so you can focus on your time overseas – this may be your once in a lifetime opportunity to live as a local in another country and the time will go fast … best to make the most of every minute, rather than focus on what is happening back at home.

“My advice is never be scared to do something you’ve never done - do everything you can! If anyone ever asks you if you want to do something but you don’t feel like it - do it anyway - or you may regret it! Do everything you can. MAKE THE MOST OF IT!”.

Angela (returnee from Canada).

Communication

Communication will solve most problems. And remember - a smile has universal meaning. Express yourself!! You have taken the first step by deciding to go on exchange. Now the next step is absorbing as much as you can of the culture, the language, the attitudes, and the opportunity to communicate to truly become a member of your host family.

Talk things over with your host family, no matter what kind of effort it involves. Expressing your feelings will help your family understand you better, so talk about your feelings even if you find it hard to find the right words. When your host family knows the cause of a problem and your reactions, they can more easily help you solve them.

When you communicate with your family, try to relate your feelings to your actions. If you are feeling depressed or tired or grumpy for no real reason, try to let them know. We all have our bad days and cultural adjustment can be a challenge. You don’t want your host family to think they have done something to make you unhappy when it may be just homesickness or problems at school that are causing these feelings. Be sure to communicate to them that they are not the cause of your difficulties.

Your host family will be facing the same feelings of enthusiasm and anxiety that you are. Give them a chance to share their feelings too. Be a good listener. Communication goes two ways: expressing and understanding.

You may be able to write the foreign language better than speaking it. This is not uncommon. Keeping a journal to record your experiences and thoughts may be helpful now and you will enjoy reading it at the end of your exchange to see how much you have changed and grown and what you have done during the program period. It will also be something that you may wish to revisit your memories later in life. Make sure you do not write anything uncomplimentary about your host family in your journal.

You will feel very proud, and so will we and your parents, when you master your communication skills. It will take time, effort, love and understanding and this is what your host family is willing to offer. You are very special to them as an individual. Return the favour by showing the same traits.

“Exchange is a great way to learn independence, to learn about yourself and to get a clear view of your career moves. Not to mention the obvious things….a new language, new friends, a whole “other” family, new country the list goes on! BUT it is not all easy. There are times, especially at the beginning, when your only thought will be getting on the next plane home. These become fewer and further between as time goes on. They make you a much better stronger person for it. YOU are the only one who can really make your exchange work.” Sony (returnee from Germany)

“Before I left to go on my exchange, a good friend who had spent a year on exchange gave me her “10 Commandments” of the exchange student. I found all of them to be true but no more than the following:

NEVER give up the chance to experience something new NEVER say we do things better, ours is better etc. An exchange student’s favourite word is DIFFERENT.

If problems arise between you and a family member - address them IMMEDIATELY don’t let them build up.

ALWAYS remember you’re not alone in your experiences, someone has almost surely gone through the same thing as you before.”

Suzanna (returnee from Belgium).

Language

At times you will find yourself feeling frustrated and confused as you learn your new language, but do not be afraid. You came to learn, and you will. It will become easier and easier. You must give it time and patience. Your fluency will increase without you being aware of it.

It will be difficult in school to ask the teacher constantly for clarification. He or she may not have the time during class. Probably the best way is to write down your question and speak to the teacher after class. You will need to do this less and less as your understanding of the language improves.

In the meantime, do not forget that you are learning on all kinds of levels and in all kinds of situations. On a bus, for instance, you are observing things like social relationships between people, neighbourhood characteristics. This kind of learning doesn’t depend on language, but it is important and valuable in helping you to understand your new environment. Be observant and ask questions.

It is a good idea to download a phrase book, dictionary for the new language you will be learning on your phone. If you have the opportunity, you should take extra language tuition when you first arrive. Even though you may not know the words to use, you may be able to show someone what you mean. Do not worry about feeling foolish. People around you will not think that you are foolish. They might even think that it is fun to act out things that you or they cannot say.

“People overseas are just like us. They might look different, have different practices and eat different food but they’re human and have emotions and faults just like you. There will be people who you don’t get on with and there will be little problems but it’s such a great experience and you get so much out of it!”

Dominique (returnee from France).

Support Network

While you are on the program you will probably experience some good times but also sometimes when you are sad or homesick or just generally feeling down. This is normal and healthy! If you were at home during this time, you would probably also have moments when you are happy and moments when you are sad. As part of your experience on this program, there is a support network that you can turn to during difficult times or even when you are having a great time or just want to ask a question.

If you are having ANY problems, you should discuss them with your host family and/or your local coordinator. Your local coordinator is also there to support the host family. If your local coordinator cannot help or is not available, you can go directly to your host organisation. In some countries your local coordinator may be a staff person at the host organisation. Your host organisation will advise us of any problems that we or your parents need to be aware of.

It is important to make your local coordinator your first point of contact. If you ring your parents with a problem, they will be worried as they cannot assist you from the other side of the world - they will call us and we will contact your host organisation to find out what is happening. We are happy to intervene on your behalf if a situation is not being resolved or you cannot get the help you require, but you must try your local support contacts first as they are the ones who can assist you most readily.

Role of the Local Coordinator

Your local coordinator is a local person in the area where you live or near where you live with your host family. The local coordinator is usually someone who has hosted a student in the past, a parent who has sent their child on an outbound program or a person who has a great interest in young people from overseas. The local coordinator is there to support you and your host family during difficulties that you and the host family may experience. The local coordinator is also there to enjoy the happy times during your experience. The coordinator is a volunteer (that means that s/he is not paid).

The diagram on the next page shows how the total network operates to support students, natural families, and host families. Good communication via the support network is imperative for the success of an exchange experience.

Communication Cycle

As the diagram above suggests, it is best for you to talk with your host family and/or your local coordinator, if you have any problems. Your local coordinator and host family are there to help you make the most of your experience, local customs and family situations, the way your local coordinator and host family do. Getting local support and advice is the quickest way to sort through a problem and can help you to develop your own skills and rely on your own resources to make this experience a success. So, it’s always best to keep the lines of communication open and talk with your host family and local coordinator about any issues or concerns you may have. Remember that you will also develop friendships with other people, just like at home. You will make school friends, be introduced to teachers and coaches, and will meet the parents of your new friends. During your “pre-departure orientation” (organised typically 4 weeks prior your departure), we will discuss your support network, the role of your local coordinator and, the correct channel of communication

Culture Shock

There are many symptoms of culture shock. One is panic. You may feel the whole thing has been a mistake and be ready to turn around and go home. This is just like the ‘homesickness stage’ we all go through when moving. It is a natural step in adapting to a new environment. As time goes by you will feel more at ease and confident. Most people have periods of uneasiness when they find themselves in new situations. You may feel disinterested in things you have been dreaming about for months. You may feel nervous and uncertain or feel a lack of confidence. As you become more familiar with lifestyles, these symptoms will go away.

Remember also that you may be struggling with the language. The simplest encounters may require more effort from you than ever before. You may feel impatient with new routines. We are all used to doing things in our own ways. You may feel critical of your new surroundings, disoriented and homesick at first. Believe us when we say that it will pass. As young, adaptable and open-minded as you are, you will soon feel energetic, comfortable, and confident in dealing with a totally new environment. Be patient with yourself.

Culture shock can include physical symptoms such as inability to sleep, crying easily, loss of appetite, nausea and headaches. This is a normal reaction to stress and trying to adapt to living in a new culture is stressful. At first everything is new and exciting. You may settle in quickly with your family and school but there is effort involved in coping daily with behaviours, language and customs that are different to what you are used to and this constant daily effort can create a feeling of exhaustion after a while. This usually will not happen straight away and it will go up and down.

There are a variety of ways to cope with culture shock. You may simply accept it as normal to go through a certain amount of confusion. Taking some time to write down how you are feeling in your diary may help you better understand what you are experiencing. Reading back on a bad day, once you are over it, will make you realise next time that you have felt like this before, and you will get by. Doing something that you like or that is familiar - such as surfing the web, listening to music, reading, or going for a walk may help.

It is important not to blame yourself or others for how you are feeling. It is nobody’s fault, and it does not indicate any sort of personal failing on your part. Don’t expect too much of yourself. Realising what is happening to you, and that it is normal, should stop you placing too high demands on yourself. Take some time out, read through this handbook, talk to your host family or friends about how you are feeling. Take time out to rest and look after yourself by eating well. Do not be afraid to get assistance from your host family or local coordinator. This is normal for exchange students, and you are not alone.

The following are common stages students go through during their experience in a new culture.

Arrival Fascination

When accepted into the program students experience a tremendous amount of excitement. This sense of wellbeing generally continues upon arrival in their new country as, initially, students may be the ‘centre of attention’ at their school.

Culture Shock

Culture shock can set in when the initial excitement has worn off. The initial round of introductions is over, and life becomes more ‘normal’. At this stage the initial fascination has worn off and students are faced with dealing with the day-to-day challenges of living in a different culture - often this involves dealing with a new language. This is when students can start to experience homesickness and various common characteristics such as mental fatigue, change in sleep patterns, language difficulties and at times a wish to ‘be back home’.

Surface Adjustment

The above culture shock usually does not last very long. It is very important for students at this stage to share how they are feeling and to make every effort to get out and involve themselves in activities at school. This way they start developing friendships. Keeping busy is a good antidote for homesickness. Eventually students’ language skills improve, and they find they are managing to communicate more easily. They feel comfortable with their school and maybe a small group of friends.

Integration/Acceptance

This is achieved when students are at ease with their host school and friends. They are beginning to feel part of their new culture and community and can’t believe how fast the time is flying by. You will hear them say they really feel as if they belong in every sense of the word.

Returning Home / Reintegration

As students approach the end of their experience, they can have very mixed feelings about returning home. On one hand they are looking forward to coming home and seeing their family and friends again. On the other hand, they feel quite distressed at the prospect of saying goodbye to their host family and community, and all the wonderful friends they have made during their time overseas.

They also can become anxious about changes in themselves. While away, students will have matured considerably – they have, in many ways, taken charge of their lives and will have become much more independent, responsible young people. It is important for parents at home to realise and prepare themselves for these changes.

When students return it is important to understand that the adjustment they go through as they settle back home can, in some ways, be more challenging than their adjustment on arrival overseas.

Everyone’s cycle will be different. There is no set time for each part of the cycle. Over the short term, students may not experience the full cycle.

Reintegration

For the people at home, life has not changed much during your absence. Consequently, they may not have much interest in hearing about your year, or at least not as much as you want to talk about it. This has nothing to do with the lack of interest but stems from the lack of similarly interesting changes at home. Feel free to talk about your experiences but be alert to the “boredom” factor in listeners and be a sensitive listener to others - when they realise you are still interested in them and in their lives, they can more easily welcome you back into their social circle.

Keep up your overseas contacts, particularly with your host family. Phone or message them to let them know you have returned and write to them about how you are settling back into your life at home. Remember to send them messages for important occasions, and generally let them know that you haven’t forgotten their generosity in opening their home to you.

Further information

Depression

While culture shock is a normal part of the adjustment process for most students, some of the signs can also be symptomatic of depression. Young people are susceptible to depression. It is not unusual for them to feel ‘down’ especially when dealing with the stress of adjusting to a new culture. If this persists for more than a few weeks additional help may be needed.

It is important to talk to your host family and/or coordinator about how you are feeling and adjusting to your new environment. While it may be difficult, you need to try and understand your feelings, and find a way to express them especially if you are also struggling with language and communication difficulties. If you feel you need more support or to talk to someone in English, contact your host organisation or your student exchange organisation.

Some signs of depression can be depressed or irritable mood; markedly diminished interest or pleasure in most activities; significant change in weight or appetite; sleeping too much or too little; fatigue or loss of energy; feelings of worthlessness or guilt; impaired thinking, concentration or decision making; withdrawal from friends, family, and activities; declining school grades; substance abuse or suicidal thoughts/actions.

As mentioned, many of these signs are also symptomatic of adjusting to a new environment. Depression is only likely to be a real problem if these signs persist over time without easing or you are experiencing all these symptoms at once, and feel you are unable to gain control. If you feel you are at risk of becoming depressed alert your host family, your local coordinator, and your host organisation. There will be many people around you who can offer support and advice.

Food / Weight changes

Many students will have disruption to their regular eating habits during their exchange program as they adjust to their new environment and new foods. Don’t be surprised if you put on weight while you are away, especially when you first arrive in a cold climate. Many students report putting on about 10kg, but most find it easy to lose it when they are home and back in their regular eating habits. This weight gain can be due to climate, different foods, larger servings of foods and the different lifestyle. Conversely, some students lose weight, especially if they are having trouble finding foods that they like to eat.

Either way it is important not to panic or create a situation where you limit your eating and people may suspect you have an eating disorder. Dieting and overeating are common issues for teenagers. However, in some girls and boys this can develop into a serious eating disorder such as anorexia nervosa or bulimia nervosa. With anorexia, a person worries

about becoming fat or gaining weight, no matter how thin they become. With bulimia, the person has repeated bouts of binge eating and, then tries to compensate by using methods such as dieting, vomiting or diuretics.

If it just a matter of not liking particular foods, talk to your host family about it. If you are getting larger servings than you would like, talk to your host family so they do not get offended or worry about you when you do not finish your meals. Let them know if you are worried about your weight and look for solutions such as some extra exercise. But the best advice from previous students is to just relax, enjoy the new food and lifestyle and don’t let any weight changes get you down!

Confronting Sexual Abuse

Sexual abuse is a very rare occurrence on these programs. However, you are a long way from home in a strange country and culture. We want you to know how to recognise sexual abuse and to openly share some ideas about what to do if it happens to you.

It can be hard to understand different host family and cultural behaviours. Sharing affection between family and friends is one of the nicest things in the world. However, it is possible that someone may show you a type of affection that makes you feel uncomfortable.

If you feel uncomfortable about the attention you’re receiving, whether it be:

Physical hugs, cuddles, touching, or kissing, OR

Stares, comments, invitations, or other things,

It’s OK to tell that person to stop.

You do not have to tolerate this behaviour. Tell your local coordinator or staff what you are feeling. It is never too late to let someone know.

What is sexual abuse?

Sexual abuse includes different kinds of activities such as: having someone look at you, or make comments that make you feel uncomfortable being made to kiss someone being touched on private parts of your body being made to have unwanted sex or sexual acts being made to look at pornographic videos or magazines any other behaviour that makes you uncomfortable and continue after you’ve said “no”.

Your body belongs to you. You decide who can touch you - you have the right to decide how, when, where and by whom you are touched. Trust your feelings. You should take your feelings seriously. Listen to your intuition and follow your best judgment. You decide whether to share or keep secrets about yourself. It is never wrong to tell a trusted adult if you are feeling uncomfortable about what is happening.

Talk about things and ask for help. You decide when and with whom to talk about any sexual misconduct that you may have experienced. There is always an adult in our office who can help you. You may also choose to talk with a teacher, local coordinator, or school counsellor.

It's not your fault. The abuser is the one responsible.

Sometimes, the person doing the sexual assault (the abuser) may seem to be trying hard to make friends with you. They might confide in you about personal problems, or they might encourage you to break the rules. They might appear to be jealous of your other friendships and try to stop those friendships. They do this because they want you to rely on them, rather than on your friends or family. They try to isolate you. The abuser might give you lots of presents (gifts) and offer you tenderness and may pretend to love you. They may not recognise that you don’t want the gifts or love that they offer. They may threaten to tell your parents or our staff that you have done something “wrong” – even when you have not done anything wrong. They may do one or all these things to try and get opportunities to be with you, to touch your body without permission or to look at you in a way that makes you feel uncomfortable.

If this happens to you – or something similar that makes you feel unhappy or scaredplease talk to a trusted adult friend or contact us for help. Talking to someone who cares about you can really help. It's ok to feel nervous about telling someone about the abuse.

For example, you might feel:

• embarrassed

• guilty that you're telling a secret

• scared of not being believed or of being blamed

• afraid of getting someone into trouble

• worried about making the situation worse.

But there are good things about telling someone, like:

• relief at finally getting the problem out

• feeling less alone

• getting someone else's advice and ideas

• getting safer

You have the right to say NO. It’s always OK to say NO.

Bullying

Bullying can occur at any age and across cultures, gender and socioeconomic groups. It has the potential to seriously affect the wellbeing of an individual.

As an exchange student it is important that you can recognise behaviour that may be defined as bullying, know what to do if you experience bullying and ensure that your behaviour would never constitute bullying.

Your student exchange organisation considers that bullying is inappropriate and unacceptable behaviour and that students found to have either committed or condoned such behaviour on exchange may be dismissed from the program.

What is Bullying?

Bullying is intentional, repeated behaviour by an individual or group of individuals that causes distress, hurt or undue pressure

Examples of Bullying (please note that this list is not exhaustive):

Verbal abuse Physical abuse Social / psychological abuse

Name calling Hitting Ignoring

Teasing Spitting Alienating

Threats Tripping Spreading rumours

Swearing Kicking Dirty looks

Inappropriate laughing Pushing

Malicious SMS & email messages

If you believe you are suffering bullying, there are important steps that you should take.

• Tell the person that their behaviour is unacceptable and ask that they please stop. Often telling someone directly can quickly resolve an issue.

• If the behaviour continues, report the behaviour to your teacher and/or coordinator.

• Remember to keep the complaint confidential as this will avoid gossip.

If you make a complaint about bullying it will be taken very seriously and will be dealt with in a confidential manner. You will not be victimised or treated unfairly for making a complaint.

Insurance

Students are provided with a Certificate of Currency, schedule of benefits, emergency assistance card and a claim form prior to departure. The full insurance policy is available on our website. The insurance cover provided, is a business policy cover, and students are insured under that policy.

Routine medical bills are paid by students and then claimed through the insurance. If the student needs to be hospitalised, the hospital might be able to directly bill the insurer (students to provide the hospital with a copy of their Certificate of Currency).

Claims

Students may send, the claim to the insurance company themselves or you can lodge it on their behalf. Claims are to be submitted, by email, directly to the insurance provider / broker, not to your student exchange provider. However, if you require assistance, please don’t hesitate to contact us. All documentation relevant to the claim will be required, for example, doctor’s reports, police reports, transport provider’s reports, receipts, or valuations.

Note

Should you change travelling arrangements for any reason, it is important to make sure that the insurance cover remains valid. A student leaving the exchange program, will have his/her insurance cover terminated. Our insurance provider does not cover students once they have left the program.

Summary

Expressing yourself

Even when language is difficult, it is better to keep the lines of communication open than to keep everything to yourself. Talk to your family, coordinator, or your host organisation. Communicate your feelings with words and experiences people can relate to. It will open many doors for the rest of your life.

Open your mind

Keep an open mind about the differences in culture, politics, religion, lifestyles, etc. This will enable you to learn much more from your stay than if you are constantly critical of the people and thus become isolated. Remember things are never better or worse - just different!!

Responsibilities

No matter what you have been accustomed to doing in your own home, you must assume the responsibilities given to you by your host family.

Maturity

In some ways, yours is the most demanding position in the family, at least at first. There is only one of you for them to deal with, but there may be three or four family members whose feelings you need to consider. You will need to be aware of this and use a lot of understanding and patience.

Courtesy

Be courteous about letting people know where you are and when you will be home. Be sure to phone or message if your plans change. If you make plans with your host family do not drop them because a more attractive offer comes up from a friend.

Attention

With all the attention being paid to you as a newcomer, do not forget that your host family will want your attention in return. It is sometimes difficult to tend to all the aspects of life, such as school, friends, sports, activities and still leave time for your family. Try to remember that your host family wants and deserves to see you more than just occasionally. Make time to play a game with them or just have a chat with all the members of your host family. Ask about their day and show a sincere interest in them. They have chosen to care for you freely and with love.

Correspondence

Keep up your correspondence with your natural family. It helps to shrink the miles and brings them closer when their love and comfort seems beyond reach. A Zoom/Skype/FaceTime call occasionally will be greatly appreciated by your parents. Frequent contact home is discouraged. This is to help you immerse yourself in your new culture and bond with your host family. Don’t forget to keep in contact with us through your monthly postcards.

Life-changing decisions

Please do not make any decisions of this nature during your stay. This means putting off decisions such as getting engaged or marrying, having a baby, changing your religion, getting a tattoo, or adopting fashions like body-piercing.

Your resources

Do not be hesitant about talking things over with your host family or local coordinator. Do not let situations build until they become unsolvable. Sometimes, another point of view, can help you figure out sticky situations. Your local coordinator should be in regular contact with you. If you do not hear from your local coordinator, make a point of calling him or her.

Your host organisation can assist with resolving any problems you are facing Our overseas partner will supervise your program while you are overseas and will correspond with us about your progress or any challenges you are facing. In turn, if we have information for or about you, we will send it to them, and it is likely you will not hear directly from us while you are away. This does not mean you are forgotten, rather, all our dealings go through the host organisation. You or your parents can contact us directly if you need assistance or your local support is not working. It is important that we know of issues not resolved, so we can intervene on your behalf. If you have a problem with your local coordinator, contact your host organisation or let us know.

Grievance Procedure

All exchange program participants, whether inbound or outbound, family or student, are provided with details of their student exchange provider’s support network, to help them to adjust and make the most of their exchange experience. However, should participants encounter an issue about which they have concerns, we advise that this grievance process be followed.

If the issue remains unresolved by direct communication between the parties concerned, natural parents are asked to follow the procedure below:

• Contact the staff member responsible for your child’s exchange, at the office of your student exchange provider, by email or phone to discuss the grievance.

• If the issue is not immediately resolved, a formal, written grievance should be written (by email or letter) to the Program Manager or National Director.

• The Program Manager or National Director will respond, initially within 24 hours, and continue to liaise with the natural family until the issue is resolved.

• If the natural family is not satisfied with this process, or its resolution, the natural family may choose to contact the registration authorities in their state/territory or to seek legal advice.

Information for students to and from New Zealand

Should a complaint not be resolved by your student exchange provider’s Grievance Procedure, students from or to New Zealand may contact the New Zealand Qualifications Authority (NZQA).

Raising a complaint with NZQA will not adversely affect the immigration status of students. Students can download the complaint form at: https://www2.nzqa.govt.nz/about-us/contact-us/complaint/education-provider/

Email the completed form with scans of any supporting evidence to schoolcode.enquiries@nzqa.govt.nz. For more information on the complaint process, students can contact NZQA in New Zealand on 0800 697 296.

Complaints Handling Procedure

Should a party have a complaint about our product or service, that party is encouraged to contact us as per contact details on our website. We will respond to any concern communicated to us as follows:

• We commit that assessment of the complaint or appeal will take place within 10 working days and that we will finalise the outcome as soon as practicable;

• We assure that the party is given an opportunity to formally present his or her case at minimal or no cost and be accompanied and assisted by a support person at any relevant meetings;

• We assure that the assessment of the complaint or appeal will be conducted in a professional, fair and transparent manner.

• We commit to provide the party with a written statement of the outcome of the internal appeal, including detailed reasons for the outcome; and

• We maintain written records, including the complaint or appeal, and a statement of the outcome and reasons for the outcome.

• We advise the party that they may contact the relevant state/territory registration authority if the exchange student or parent/guardian is concerned about our conduct with the requirements under regulations; and

• We will ensure that our process described does not hinder a party from exercising his/her rights to other legal remedies.

• We consider all forms of child abuse which applies to complaints or concerns relating to child abuse made by or in relation to a child or student, staff, volunteers, home stay families and other persons that may affect students on the student exchange program

• We will report allegations, suspicions or disclosures to relevant authorities, whether or not the law requires reporting, and to co-operate with law enforcement.

• We will identify staff to respond to child safety concerns and complaints

• We will immediately respond to a complaint or concern relating to child abuse and inform the required authorities accordingly as per Standard 5.30 Resolution of problems informing all relevant parties including Police, Child Protection and the Commission for Children and Young People/Child Protection services.

• We pledge to protect and support any exchange student connected to the complaint or concern relating to child abuse, until the complaint or concern is resolved.

• Adhering to privacy and confirming that employment law obligations are met when responding to and reporting complaints and concerns

• All complaints will be documented in our QMS Action request file making sure that all actions are documented and secured retaining records of the complaint or concern including the response. All complaints are shared with Senior Management.

• We provide all parties with the contact details for the relevant registration authority (below – as per Australian National Guidelines and New Zealand Code of Practice). Note that these registration authorities may suspend or cancel the registration of the student exchange provider.

The state and territory registration authorities listed below have the responsibility for the registration or approval, and quality assurance, of schools and organisations providing secondary student exchange programs in the respective state or territory.

Australian Capital Territory

Education & Training Directorate, ACT Government

International Education Unit

51 Freemantle Drive, Stirling (PO Box 158), CANBERRA ACT 2601

Ph: (02) 6205 9176 Fax: (02) 6205 9239

W: www.det.act.gov.au

E: ieu@act.gov.au

New South Wales

NSW Registration Committee for International Secondary Student Exchange

DE International

Level 2, 1 Oxford Street (Locked Bag 53), DARLINGHURST NSW 2010

Ph: (02) 8293 6982

W: https://www.deinternational.nsw.edu.au/study-options/study-programs/secondarystudent-exchange

E: studentexchange@det.nsw.edu.au

Northern Territory

Department of Education (DOE)

International Services Unit

Level 14, 55 Mitchell Street (GPO Box 4821), DARWIN NT 0801

Ph: (08) 8901 4902 Fax: (08) 8999 5788

W: www.nt.gov.au/learning/primary-and-secondary-students/overseas-exchangeprograms-for-nt-students

E: internationalservices@nt.gov.au

Queensland Department of Education & Training (DET)

International Quality (Schools) Unit

Level 8, 30 Mary Street (LMB 527), BRISBANE QLD 4001

Ph: (07) 3513 6748

W: www.qld.gov.au/education/schools/information/programs/exchange/pages/long

E: cricosreg@qed.qld.gov.au

South Australia

Education Standards Board, School Registration Services

GPO Box 1811 ADELAIDE SA 5001

PH: 1800 882 413

W: https://esb.sa.gov.au/schools/student-exchange

E: esb.seo@sa.gov.au

Tasmania

Tasmanian Assessment, Standards & Certification (TASC)

Level 6, 39 Murray Street (GPO Box 333), HOBART TAS 7001

Ph: (03) 6165 6000

W: www.tasc.tas.gov.au

E: enquiries@tasc.tas.gov.au

Victoria

Victorian Registration and Qualifications Authority (VRQA)

School Projects Unit

Level 2, Lonsdale Street (GPO Box 2317), MELBOURNE VIC 3001

Ph: (03) 9032 1538

W: https://www2.vrqa.vic.gov.au/student-exchange

E: vrqa.student.exchange@edumail.vic.gov.au

Western Australia

Department of Education

c/o TAFE International Western Australia

140 Royal Street, EAST PERTH WA 6004

Locked Bag 16 OSBORNE PARK DC, WA

Ph: (08) 9218 2100 Fax: (08) 9218 2160

W: www.tafeinternational.wa.edu.au

E: secondaryexchange.eti@dtwd.wa.gov.au

New Zealand

Ministry of Education

Level 1, 33 Bowen Street, Wellington 6011, New Zealand

Ph: 64 4 463 8000 Fax: 64 4 463 8001

W:https://www.education.govt.nz/our-work/contact-us/

E: enquiries.national@education.govt.nz

Child Protection

Your student exchange provider takes seriously the care and supervision of exchange students on our programs. Our aim is to ensure we meet and exceed all legal and regulatory requirements and provide a safe and healthy experience for students in our care.

Your exchange provider commits that it will foster the dignity, self-esteem, and integrity of its students. The provision of a safe and supportive environment is an essential element to ensure that each student entrusted to our care is to be affirmed in his or her dignity and worth as a person.

Different countries have different legislation for the recruitment, selection, and screening of volunteer host families. Your student exchange provider only works with overseas partners who meet each country’s regulatory requirements. As a minimum, all overseas host families who are accepted to volunteer to host exchange students will have undergone the following process:

Completion of a host family profile

• Reference checks by overseas partner agency staff or volunteers

• An interview of the host family in their home

• Police background checks/working with children checks, as legislated, and required for that country.

It is expected that staff, local coordinators and host families will endorse the principles of child protection as a fundamental responsibility and must fulfil their legal responsibilities in this critical area of their work.

Contact details / Emergencies

AUSTRALIA NEW ZEALAND

Level 3, Suites 7-9, 1 Mona Vale Rd

Suite 2590, Mona Vale NSW 2103 Australia

T: +61 (0)2 9997 0700

E: info@studentexchange.org.au

W: www.studentexchange.org.au

Office Hours:

9.00 am – 5.00 pm Monday to Friday

PO Box 83000 Wellington 6440

T: 0800 440 079

E: info@studentexchange.org.nz

W: www.studentexchange.org.nz

Office Hours: 10.30am – 7.00pm

Your student exchange provider has a 24-hour phone service to assist and support in the event of a genuine emergency. A genuine emergency is one where a major crisis has arisen, your health and wellbeing is at risk, or a family tragedy has occurred. The emergency after hours phone numbers are:

0412 959 851 (within Australia)

0800 451 963 (within New Zealand)

+61 412 959 851 (from overseas)

The emergency mobile phone is rostered to staff on a weekly basis and is shared between staff working in different areas. This may mean that the staff member who you speak to may not be the one that you are familiar with talking to. However, staff have after-hours access to all our databases and student files to ensure that our capacity to assist after hours is not compromised.

If your call is not answered immediately, please leave a message, and contact number and your call will be returned, at the first available opportunity.

Further information

In the event of a genuine emergency affecting the health and safety of one of our participants please call the emergency phone on the following numbers.

0412 959 851

0800 451 963

Our mission is to offer the unique experience of living, studying and working in another culture and to enable young people to develop the skills and awareness that will enhance their future potential.

Australia:

Student Exchange Australia New Zealand Ltd is registered with all state and territory governments in Australia to operate as a secondary exchange organisation. Student Exchange participants enter Australia on a subclass 500 (school sector) visa issued via anAASES form. For participants entering Australia on non-exchange programs with a visitorvisa, please be aware that these programs are not quality assured by the relevant state/territory registration authority. A copy of the Australian and state Guidelines for the Operation of International Secondary Student Exchange Programs in Australia is available from all state government education websites and from Student Exchange Australia NewZealand Ltd.

New Zealand:

Student Exchange Australia New Zealand Ltd meets the criteria set by the Ministry of Education for education and cultural value and comprehensive pastoral care and support for both inbound and outbound students as detailed in the New Zealand Code of Practice for the Pastoral Care of International Students. The Code of Practice is available from the NZLMinistryofEducationwebsiteandfromStudent ExchangeAustraliaNewZealandLtd.

MORE INFORMATION

Student Exchange Australia New Zealand shares student content (images, video and words) on and offline. If required, small adjustments are made to ensure it is suitable for the media it is shared on, and that student privacy is protected. The utmost care is taken to keep all content as true to its original state as possible.

If you have any questions or require more information regarding sharing or submitting your exchange photos, videos or words, please contact us on:

Australia: info@studentexchange.org.nz

New Zealand: info@studentexchange.org.nz