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It’s 12:30 AM and someone is hanging out in a room they are not assigned to. Under policy, what type of guest are they now?
An overnight guest. An overnight guest is someone in a room/apartment other than their own between midnight and 8 AM.
A resident says, “It’s okay, I’m only watching my friend’s cat for tonight.” Allowed or not allowed?
Not allowed. “Visiting” pets are not permitted.
True or false: A 22-year-old resident in Coyote Village may keep alcohol in their bedroom because they are over 21.
False. Coyote Village is dry regardless of age.
A resident calls about noise. Before you leave to respond, what should you ask them about?
How loud it is, what kind of noise it is, and where it seems to be coming from.
A resident calls saying they’re locked out. Name two questions you should ask before heading over.
Any 2: Have you contacted your roommate? Apartment or bedroom? Is the key inside or lost? Where are you currently located?
It’s 1:00 AM. You discover an unregistered overnight guest. The resident immediately pulls out their phone and says, “Okay, I’ll just register them right now.”
A policy violation has already taken place and the guest is no longer allowed to be registered that night
What is the one animal exception specifically listed in the training?
Fish in a tank of 10 gallons or less.
You’re responding to an alcohol situation. What should you never physically handle
The alcohol. Staff may document it, but the training specifically says never touch alcohol.
You arrive at the reported location and hear absolutely nothing. Do you just go back to bed?
No. Follow up with the original caller, let them know you did not hear anything, ask if they have additional information, and tell them to call again if it happens again.
Before letting someone into a room, what must you verify?
That they are actually the resident assigned to that space. Verify using StarRez and photo ID/identifying information as outlined in the training.
It’s 1 AM. You find four guests in an apartment. What should you check before deciding what happens next?
Determine who is actually a resident and check the overnight guest registration log.
You receive a report of a dog in a room. Before knocking, name three pieces of information you should gather.
Any 3: Where is the pet? Who owns it? What kind of animal? Is it safe? Who reported it? Is it currently happening?
You smell marijuana but walk the area and cannot determine which apartment it is coming from. What type of report should you complete?
An Informational Report, and follow up with the original complainant.
When addressing the room causing the noise, can you tell them, “Your neighbor downstairs called us”?
NO. Never identify where the noise complaint came from.
How many free lockouts does a resident receive for the year before the $10-per-lockout charge begins?
Two.
A resident complains about their roommates bf, “They’ve basically been staying here all week, but they’re not officially moved in.” What policy concern should be entering your head?
Cohabitation. Someone not assigned to the space is using it as though they live there.
The resident says, “My dog was approved last year, so we’re good.” What should you do before assuming that is true?
Check StarRez to verify the animal is currently approved. Registration must happen yearly. Even if they are in the process it cant be there until it is approved
You respond to a noise complaint. When the door opens, you smell marijuana, see alcohol in the room, and notice several people inside. Nobody appears to be in medical distress, and everyone is cooperative. Walk us though the next steps
Don't tunnel vision on just one thing. Gather information. Have residents gather alcohol and marijuana in the center of the room, Collect identification (NEVER TAKE PICS OF IDS) Check for guest violations. Escort all guests out and have residents dispose of alcohol and marijuana Document the incident
A resident says, “It’s only 6 PM. Quiet hours haven't started, so we can be as loud as we want.” What policy concept are they forgetting?
Courtesy hours are 24/7.
A resident says their keys are completely lost and they need lockout keys issued. Who should you contact before issuing them?
ACORE on call. And make sure you ALWAYS FILL OUT THE LOCKOUT LOG!!!!
It’s 1:15 AM. You respond to a noise complaint. Six people are inside; two live there, two guests are registered, and two are not. Everyone is cooperative. Walk me through what happens with the two unregistered guests.
Verify who is a guest, explain the policy, and the unregistered overnight guests must be escorted out. Document via IR.
You hear barking, smell an animal odor, knock, and the resident confirms there is an unapproved dog in the room. What do YOU do next, and who handles the policy conversation?
Verify/gather the information, contact ProStaff, and document with an Incident Report. ProStaff is the one who speaks with the resident regarding the pet policy.
You enter an alcohol situation and one student is slurring their words and struggling to stand. Is this still “just an alcohol policy violation”? What changes?
No. Medical concern takes priority. Contact UPD immediately. The training directs staff to immediately contact UPD when someone appears to need medical attention.
It’s 3 AM. You already addressed this room once tonight. You now receive another complaint, and when you arrive there is loud music, alcohol, and several guests. Is this still just a noise complaint? What should you do?
No. There are possible additional policy violations. Gather information and contact ProStaff for assistance; continuous noise violations and other violations are escalation points. Document appropriately.
It’s 2:45 AM. Someone says, “I live in 6204, my phone is dead, I don't have my CoyoteID, Just let me in” What principle should control your response?
You still must verify their identity before providing access. Ask them information about them on starrez like ID number, Birthday, etc to verify identity