Resolution Of Incidents Research Articles

Identity positioning of experienced school principals when facing critical incidents

The study focused on experienced school principals' identity positions when facing critical incidents that arise over the course of a school year with the aim of better understanding their identity positioning. Ultimately, we intended results to inform on training proposals and school principals’ professional identity development. We used a dialogic framework and a longitudinal design to analyze the positioning processes that allowed four experienced school principals to solve the incidents they faced during their regular activity. Results confirm the dynamic nature of identity and suggest that the positive resolution of critical incidents involved interventions from main positions (core positions, promotor positions, and meta-positions) coalitions with prominent secondary positions, and creation of new positions. Such results indicate to what extent dialogue helped principals deal consciously and strategically with the incidents that configure their professional practice and ultimately contribute to the construction of their identities.

Automatic Analysis System of Network Incidents

This article presents the automated processing system of network incidents, as developed and implemented by Iberdrola SA. The SASIRE system was developed due to the need by power companies, of the early identification and resolution of incidents occurring in the high and medium voltage power grid. SASIRE detects, processes and analyses system disturbances and automatically generates network incident reports. By acquiring data from the intelligent electronic devices (IEDs) installed on the network, the information from the network control systems and the knowledge of the incident analysts, it was possible to create automatic incident reports, improved and enhanced sharing of information between the various internal stakeholders and the extraction of knowledge from expert analysts. Throughout the development process, the need for new data, features and functionality in protection and control plant was discovered.

A Novel Public Sentiment Analysis Method Based on an Isomerism Learning Model via Multiphase Processing.

The dissemination of public opinion in the social media network is driven by public sentiment, which can be used to promote the effective resolution of social incidents. However, public sentiments for incidents are often affected by environmental factors such as geography, politics, and ideology, which increases the complexity of the sentiment acquisition task. Therefore, a hierarchical mechanism is designed to reduce complexity and utilize processing at multiple phases to improve practicality. Through serial processing between different phases, the task of public sentiment acquisition can be decomposed into two subtasks, which are the classification of report text to locate incidents and sentiment analysis of individuals' reviews. Performance has been improved through improvements to the model structure, such as embedding tables and gating mechanisms. That being said, the traditional centralized structure model is not only easy to form model silos in the process of performing tasks but also faces security risks. In this article, a novel distributed deep learning model called isomerism learning based on blockchain is proposed to address these challenges, the trusted collaboration between models can be realized through parallel training. In addition, for the problem of text heterogeneity, we also designed a method to measure the objectivity of events to dynamically assign the weights of models to improve aggregation efficiency. Extensive experiments demonstrate that the proposed method can effectively improve performance and outperform the state-of-the-art methods significantly.

Centralization of the methadone maintenance plan in a hospital pharmacy department in the Community of Madrid

In February 2018, Resolution 189/2018 was published in the Autonomous Community of Madrid with the objective of centralizing the procedure for the acquisition, preparation, distribution, and dispensing of methadone to Centres for the Comprehensive Care of Drug Addiction Patients within the Madrid Health Service under the responsibility of a Hospital Pharmacy Service.The Hospital Pharmacy Service began this activity in March 2018. This is the first time that the comprehensive management of a methadone maintenance plan has been centralized in an Hospital Pharmacy Service for the care of drug-dependent patients in the Autonomous Community of Madrid.At the beginning of the Project, the previous workflow was analysed, the pharmaceutical laboratory was adapted, and the methadone acquisition procedure was designed. A communication channel with the Centres for the Comprehensive Care of Drug Addiction Patients was implemented and application forms were designed. Corresponding control procedures were established given that the medication under consideration was a narcotic.Standard procedures for the acquisition of methadone, of containers for personalized dosing in Centres for the Comprehensive Care of Drug Addiction Patients, and transport routes were designed and contracted out through public tender in compliance with the Public Administration Contract Law. A tender has also been awarded for the implementation of a computerized management system and automated dispensing systems, which are currently undergoing installation.The pharmacotherapeutic protocol of the Methadone Maintenance Plan of the Autonomous Community of Madrid is also being updated.Over 18 months, 5,300 L of methadone solution have been prepared and 2,844 individual prescriptions have been dispensed.High levels of perceived satisfaction were reported via a questionnaire administered to the Centre for the Comprehensive Care of Drug Addiction Patients staff. The response rate was 92%. Overall satisfaction was very satisfied/quite satisfied (91%) and satisfied (9%). These results highlight the high level of satisfaction (quite satisfied or very satisfied: 81.8%) with the effectiveness and speed of resolution of incidents by the Hospital Pharmacy Service staff.This process incorporates the knowledge and experience of hospital pharmacists into this healthcare field, as well as taking advantage of existing resources, facilities, and procedures. All these aspects lead to an efficient, effective, and safe approach to this clinical-care activity and enable a change in the pharmacotherapeutic health care model for opioid-dependent patients.

Police negotiators and suicide crisis situations: a mixed-methods examination of incident details, characteristics of individuals and precipitating factors

Police negotiators provide leadership and expertise in the de-escalation and resolution of critical incidents, including responding to individuals exhibiting suicidal behaviour. This study describes the frequency and characteristics of suicide-related negotiation incidents in Queensland, Australia as classified in the Queensland Police Service Negotiator Deployment Database, between 2012 and 2014. Incidents were analysed to understand the individuals involved and precipitating factors including mental health problems and intoxication with alcohol or drugs. Police negotiators were deployed to 156 suicide intervention incidents over a 3-year period, half of which occurred at a residence. The cohort had a median age of 32 years and were predominantly male (82%). Four out of five individuals appeared to have a mental health problem, and at least half were intoxicated due to drugs or alcohol. Findings highlight the importance of strong linkages between police, health and social services and the need for innovative and comprehensive, cross-agency programmes.

Fuzzy Logic and Decision Making Applied to Customer Service Optimization

In the literature, the Information Technology Infrastructure Library (ITIL) methodology recommends determining the priority of incident resolution based on the impact and urgency of interactions. The RFID model, based on the parameters of Recency, Frequency, Importance and Duration in the resolution of incidents, provides an individual assessment and a clustering of customers based on these factors. We can improve the traditional concept of waiting queues for customer service management by using a procedure that adds to the evaluation provided by RFID such additional factors as Impact, Urgency and Emotional character of each interaction. If we also include aspects such as Waiting Time and Contact Center Workload, we have a procedure that allows prioritizing interactions between the customer and the Contact Center dynamically and in real time. In this paper we propose to apply a model of unification of heterogeneous information in 2-tuple linguistic evaluations, to obtain a global evaluation of each interaction by applying the Analytic Hierarchy Process (AHP), and in this way be able to have a dynamic process of prioritization of interactions.

Addressing sexual violence and misconduct in college athletics: An alternate model of investigation and resolution

ABSTRACT Increases in sexual misconduct charges brought against college athletes and athletic programs have created a public relations crisis for the NCAA. Lack of timeliness, proper reporting, investigation, and appropriate resolution of sexual assault incidents has created negative public perceptions of college athletics and, more importantly, likely failed to properly meet the standards of gender equality in higher education. The NCAA does not possess the legal authority to bring criminal charges or levy punishments for crimes. Yet, it does possess the financial means to address these issues. An Independent Accountability Administration is proposed. This third-party entity would improve the NCAA's processes in resolving these issues by authorizing with the responsibility and power to effectively handle claims of sexual violence and harassment involving college athletes from inception to resolution, as well as foster a more appropriate culture of gender equality by emphasizing prevention education while also allowing for due process.

Improvement in incident resolution time with implementation of an electronic patient management solution at a community oncology practice.

1578 Background: Value-based care models such as the Oncology Care Model incentivize practices to reduce hospitalizations and emergency department (ED) visits. Texas Oncology found that most ED visits occurred during regular business hours. Prolonged patient call back times were consistently rated poorly on satisfaction surveys and often led to ED visits for symptoms that could be managed in our offices. We partnered with Navigating Cancer (NC) to implement an electronic patient management technology solution. Methods: For each of our 200 locations, call volume was estimated based on clinic volume. We then reallocated or hired dedicated triage nurses and operators. Incoming calls were entered into the NC dashboard by operators as incidents which were routed based on symptom priority following system generated prompts. Incident volumes and resolution times were tracked. We instituted PDSA cycles at all locations with a goal of less than 90-minute resolution of symptom-related incidents Utilizing the electronic dashboard allowed us to continue this initiative during the COVID-19 public health emergency as our staff could work remotely. Nurses were able to document if a potential ED visit was avoided. These data points allowed our practice to establish comprehensive and strategic actions plans for quality improvement. Results: We finalized implementation of the system in February of 2020. Total incidents for 2020 were over 1 million, averaging over 5000 per location. Resolution time for all incidents started at 3.2 hours pre-implementation and improved to 2.2 hours in December of 2020. Resolution times for symptom-related incidents started at 2.3 hours pre-implementation and ended at 1.5 hours in December of 2020 with over 60% resolved under one hour. 8% of symptom-related incidents resulted in definite or probable ED avoidances by nursing assessment. Shortness of breath, vomiting, chills, and weakness were the top symptom types addressed for ED avoidances. Conclusions: An electronic patient management solution with PDSA cycles of quality improvement can markedly reduce call back times, especially for symptom related calls. We believe managing symptoms in a timely fashion will lower ED visits and hospitalizations as well as improve patient satisfaction. We will report on these outcomes once available.[Table: see text]

Enhancing Oil Spill Response Capacities in the South Baltic Sea Region via Cross-Border Utilization of Biodegradable Oil Binders

Occurrences of oil spills are responsible for very significant environmental degradation; they are more likely to happen in areas with dense shipping traffic, or in close vicinity of transport pipelines and/or other infrastructures used for production and processing purposes. Without international cooperation, individual countries often lack sufficient resources and assets to successfully respond to large-scale oil spill incidents. This can be related to the vast quantities of oil involved in those incidents or the lack of necessary special equipment for dealing with the tasks at hand by the country under the need to respond. For successful resolution of oil spill incidents, close and effective international cooperation -especially between neighboring countries that usually “share the burden” of oil pollution- is a vital necessity. On this basis, the South Baltic Oil (SBOIL) project aims to strengthen the existing oil spill response capacities in the South Baltic region, introducing a cross-border spill response tool based on the new ‘green technology’ of biodegradable oil binders (BioBinders).
 In order for this new concept to be implemented, it is necessary to examine the international and national regulations and guidelines with reference to sorbent use and exchange of oil spill equipment in the area of interest and also analyze the national oil spill contingency plans of the different countries involved in the project. After investigating the legal requirements for the utilization of BioBinders in the South Baltic region, the analysis at hand presents the outcomes of a Table Top Exercise that was based on a realistic oil spill scenario in the wider region. This Exercise tested the compatibility of International/National/Regional plans regarding the use of the BioBinders and examined the topics of recovery and waste management, including alternative techniques available for oil spill response. Results point towards the direction that the use of the BioBinders is promising and represents a response option to improve the existing oil spill response capacities in the South Baltic region; the main challenge lies with the difficulty in dealing with waste management, mainly because of the current legislation in place within the participating countries.

Intelligence-led response: turning theory into law enforcement practice in cyber security incidents

As the internet grows drastically in scale and density, the number of cyber security incidents investigated by law enforcement agencies (LEAs) is skyrocketing. Criminals may deny committing a crime, but LEAs are hindered in proving it by the limited processing capabilities of human analysis. While initial crime scene investigation emphasises finding actionable intelligence as quickly as possible, lab forensics focuses on reconstructing the case and cross-referencing the evidence to find the truth. Both are critical parts of the investigative response to cyber security incidents. This paper presents a practical digital forensic framework based on ISO/IEC 27043: 2015 activities, intended to handle digital evidence at the crime scene and lessen the caseload burden at the lab. By advocating an intelligence-led response to crime scene investigation and lab forensics, we aim to turn theory into practice for LEAs, supporting the resolution of cyber security incidents and the understanding of what happened. By working through the different processes and activities in practical exercises, we aim to enable LEAs to implement a response strategy for combating cyber crime.

Intelligence-led response: turning theory into law enforcement practice in cyber security incidents

As the internet grows drastically in scale and density, the number of cyber security incidents investigated by law enforcement agencies (LEAs) is skyrocketing. Criminals may deny committing a crime, but LEAs are hindered in proving it by the limited processing capabilities of human analysis. While initial crime scene investigation emphasises finding actionable intelligence as quickly as possible, lab forensics focuses on reconstructing the case and cross-referencing the evidence to find the truth. Both are critical parts of the investigative response to cyber security incidents. This paper presents a practical digital forensic framework based on ISO/IEC 27043: 2015 activities, intended to handle digital evidence at the crime scene and lessen the caseload burden at the lab. By advocating an intelligence-led response to crime scene investigation and lab forensics, we aim to turn theory into practice for LEAs, supporting the resolution of cyber security incidents and the understanding of what happened. By working through the different processes and activities in practical exercises, we aim to enable LEAs to implement a response strategy for combating cyber crime.

Assessment of Spontaneous Neuronal Activity In Vitro Using Multi-Well Multi-Electrode Arrays: Implications for Assay Development.

Multi-electrode arrays (MEAs) are being more widely used by researchers as an instrument platform for monitoring prolonged, non-destructive recordings of spontaneously firing neurons in vitro for applications in modeling Alzheimer’s, Parkinson’s, schizophrenia, and many other diseases of the human CNS. With the more widespread use of these instruments, there is a need to examine the prior art of studies utilizing MEAs and delineate best practices for data acquisition and analysis to avoid errors in interpretation of the resultant data. Using a dataset of recordings from primary rat (Rattus norvegicus) cortical cultures, methods and statistical power for discerning changes in neuronal activity on the array level are examined. Further, a method for unsupervised spike sorting is implemented, allowing for the resolution of action potential incidents down to the single neuron level. Following implementation of spike sorting, the dynamics of firing frequency across populations of individual neurons and networks are examined longitudinally. Finally, the ability to detect a frequency independent phenotype, the change in action potential amplitude, is demonstrated through the use of pore-forming neurotoxin treatments. Taken together, this study provides guidance and tools for users wishing to incorporate multi-well MEA usage into their studies.

Challenges and opportunities for fishery rights negotiations in disputed waters – A Taiwanese perspective regarding a fishing boat case incident

Maritime and territorial disputes have created tension among States bordering the South China Sea for decades. Such problems are exacerbated for Taiwan because of its special political status. Further, because it is not a party to the United Nations Convention on the Law of the Sea (UNCLOS), Taiwan cannot refer to that treaty to resolve disputes. A tense and tragic incident that illustrates the challenge for resolving maritime disputes that involve Taiwan is the 2013 Guang Da Xsing No. 28 conflict in which a Taiwanese fisherman was killed by shots fired from a Philippine maritime enforcement vessel. Taiwan demanded that the Philippines officially apologize, take appropriate compensatory and punitive actions, and negotiate to prevent future incidents. However, little information has been made public about what was achieved. Taiwan subsequently invoked a series of sanctions against the Philippines. This created the opportunity for both sides to negotiate and establish a liaison officer mechanism to facilitate early resolution of future incidents. After several rounds of negotiations over the past few years, Taiwan and the Philippines concluded the Agreement Concerning the Facilitation of Cooperation on Law Enforcement in Fisheries. The intention of this Agreement is to achieve safety and mutual benefits and to avoid damage to the bilateral relationship between the parties. This is a pragmatic and diplomatic approach to resolve disputes outside of, but in the spirit of, UNCLOS. This paper examines the incident in question, and the subsequent Taiwan-Philippines agreement on cooperation in fisheries law enforcement in disputed waters.

A Case-Based Reasoning Approach for the Cybersecurity Incident Recording and Resolution

Intelligent computing techniques have a paramount importance to the treatment of cybersecurity incidents. In such Artificial Intelligence (AI) context, while most of the algorithms explored in the cybersecurity domain aim to present solutions to intrusion detection problems, these algorithms seldom approach the correction procedures that are explored in the resolution of cybersecurity incident problems that already took place. In practice, knowledge regarding cybersecurity resolution data and procedures is being under-used in the development of intelligent cybersecurity systems, sometimes even lost and not used at all. In this context, this work proposes the Case-based Cybersecurity Incident Resolution System (CCIRS), a system that implements an approach to integrate case-based reasoning (CBR) techniques and the IODEF standard in order to retain concrete problem-solving experiences of cybersecurity incident resolution to be reused in the resolution of new incidents. Different types of experimental results so far obtained with the CCIRS show that information security knowledge can be retained with our approach in a reusable memory improving the resolution of new cybersecurity problems.

Using Shared Reports to Explore the Nature and Resolution of Critical Incidents between Higher Education Teachers and Students

Introduction. A critical incident is an event that occurs in a delimitated place and time producing in the professional an emotional state -usually negative- and destabilizing his/her professional identity. Critical incidents have been used to study teachers’ professional development and identity. This study aim is to better understand the effect of critical incidents in higher education.Method. 11 university teachers and 88 of their students participated in this study. During one semester they filled out three different surveys weekly. During six weeks each teacher and her students reported the occurrence of critical incidents in the classroom using the first survey. After the six weeks, the survey answers were exchanged: the teachers could read the students’ and vice versa. In the second survey the participants reported their reactions after reading the first survey answers. In the third survey students and teachers reported their reactions to the second survey exchange and, additionally, the teachers reflected on their pedagogical strategies.Results. Teachers and students reported different events as critical incidents. Teachers reported challenges to their authority or lack of students’ motivation. Students reported as critical incidents problem during collaborative activities, lack of understanding about tasks’ goals and arguments among peers. Additionally teachers reported to have gained new insights about their pedagogical strategies and proposed changes in their teaching style and classroom activities.Conclusions. The students’ and teachers’ divergent interpretation of events as critical incidents points out the importance of the role of the “educational agent”. This is, teachers are usually in a more salient role as they are directing the classroom and, therefore, have different goals than the students. For this reason they experience critical incidents from different events challenging their role as teachers. The methodology of shared reports is appropriate to provoke reflection and changes on the teachers’ pedagogical strategies.

Inter-agency collaboration between mental health services and police in Queensland.

The objective of this study was to consider the collaboration between mental health services and police in Queensland. Queensland has developed a number of initiatives for intervention and response to incidents involving police and persons with mental illness. Future research should focus on identifying interventions that promote effective resolution of incidents involving police.

Control of bovine tuberculosis in a farmed red deer herd in England

This report describes how Mycobacterium bovis infection was controlled and eventually eradicated in a farmed red deer herd in the north of England, following sustained tuberculin skin testing supplemented with...

The limits of mediation in the Arab Spring: the case of Syria

This article investigates the limits of mediation during the Arab Spring by focusing on the case of Syria. It examines international mediation attempts by states, non-governmental organisation, and regional and international organisations. Drawing largely on Bercovitch and Gartner’s framework of mediation outcomes, the study suggests that the directive strategy applied by Staffan de Mistura through the United Nations–Arab League joint effort has achieved the closest outcome towards a full settlement. Mediation in the Syrian crisis has been limited by disagreement among key actors, lack of commitment and of coordinated efforts, questions of representation and legitimacy, and lack of neutrality and of inclusiveness. Despite its limits, mediation has been able to achieve important gains such as the longest and broadest ceasefire, access to the majority of besieged areas, considerable de-escalation of violence, commitment among key actors towards a resolution, and resolution of incidents of hostage crises. Despite its limits, mediation is likely to play an important role vis-à-vis the Arab Spring.

Towards better help desk planning: Predicting incidents and required effort

In this case study, a cost model for help desk operations is developed. The cost model relates predicted incidents to labor costs. Since incident estimation for hundreds of products is time-consuming, we use cluster analysis to group similarly behaving products in clusters, for which we then estimate incidents based on the representative product in the cluster. Incidents are predicted using software reliability growth models. The cost to resolve the incidents is predicted using historical labor data for the resolution of incidents. Cluster analysis is used to group products with similar help desk incident characteristics. We use Principal Components Analysis to determine one product per cluster for the prediction of incidents for all members of the cluster, so as to reduce estimation cost. We were able to predict incidents for a cluster based on this product alone and do so successfully for all clusters with accuracy comparable to making predictions for each product in the portfolio. Linear regression is used with cost data for the resolution of incidents to relate incident predictions to help desk labor costs. The cost model is then validated by successfully demonstrating cost prediction accuracy for one month prediction intervals over a 22 month period.

How can we improve the recognition, reporting and resolution of medical device-related incidents in hospitals? A qualitative study of physicians and registered nurses.

BackgroundTo explore factors that influence and to identify initiatives to improve the recognition, reporting and resolution of device-related incidents.MethodsSemi-structured telephone interviews with 16 health professionals in two tertiary care hospitals were conducted. Purposive sampling was used to identify appropriate study participants. Transcribed interviews were read independently by one individual to identify, define and organize themes and verified by another reviewer.ResultsThemes related to incident recognition were the hospital staff’s knowledge and professional experience, medical device performance and clinical manifestations of patients, while incident reporting was influenced by error severity, personal attitudes of clinicians, feedback received on the error reported. Physicians often discontinued using medical devices if they malfunctioned. Education and training and the implementation of registries were discussed as important initiatives to improve medical device surveillance in clinical practice.ConclusionsResults from the telephone interviews suggest that multiple factors that influence participation in medical device surveillance activities are consistent with results for medical errors as reported in previous studies. The study results helped to propose a conceptual framework for a medical device surveillance system in a hospital context that would enhance patient safety and health care delivery.Electronic supplementary materialThe online version of this article (doi:10.1186/s12913-015-0886-0) contains supplementary material, which is available to authorized users.