Our Purpose
The entire HOEM Team has this one unifying goal
To create an inclusive community that fosters a positive student experience and a safe comfortable HOEM away from home :)
At what time does the CA On Call start their on call shift Mon-Fri
5pm
When would a SEA share their access codes?
Never.
What do you do if you come across a leak in the building?
Clean it up, try to prevent further damage, reach out to HOEM On Call if you deem it is necessary.
72hours before the shift
At HOEM, who comes first?
When does Condor Security work at the desk and how many guards are there?
Everyday 8pm - 8am. 1 guard from 8pm - midnight. 2 guards from midnight - 6am. 1 guard from 6am - 8am.
What do you do if all the outlets in a students bedroom stop working?
Reset main outlet
What does it mean to break confidentiality and which level on our Staff Matrix does it fall under?
Disclosing private and identifiable information that you acquired through your role. Termination of employment.
What is the point of hosting an event and why is it important that you try your best to attend all that you can?
To facilitate student engagement. You can help set a positive atmosphere by getting students talking, bringing your own students (or roommates - SEAs I'm looking at you!).
What is the purpose of using instagram stories and posts to promote an event?
Story = personal invite, post = constant reminder, sign ups occasionally
Name all of the systems that we use at the desk
StarRez, Monday, Teams, Hubspot, Tru Navigator (cameras), Monitoring and Administrative work station, Morpho Manager (hand swipe/turnstiles), LuxerOne, Traka.
How can you submit a work order? How can a student?
HOEMPortal: "Fix my HOEM" tab
What is our housing agreement cancellation policy?
Find a TYA! If we have a waitlist, we can help facilitate one.
How do we approach minor incidents like noise complaints, cleanliness issues, smoking by the back door entrance etc).
Support not scare! Educate and identify the "why"/impact it has, set clear expectations moving forward, IR so we can follow-up with higher level response if it happens again.
When do CA's need to submit their event proposals by?
Community = 1st of the month. Building = 10th of the month.
There is a suspicious person in the front door vestibule. What steps would you follow to ensure the safety of yourself and students?
Ask person to leave using intercom, divert traffic from front and inner doors, utilize SEA/co-SEA, office, security guards, CA On Call, call 911 if necessary. Notify HOEM On Call if necessary. IR!
What do you do if the fire detector in a suite is going off?
What are the steps you would use to facilitate a conflict mediation between 2 students?
Remain objective, meet with students individually, meet with them together, set clear ground rules for meeting, allow equal speaking time, draw up a contract/email outcome of agreeable conclusion, follow up! Repeat if necessary. IR always!
What is our general formula to creating a WOW Factor?
EQ (friendly, interested manner, active listening, empathy, personal touch, high confidence and ownership, anticipative and intuitive service) + HEARD Method (dear, empathize, apologize, resolve, diagnose) = WOW Factor territory!
Name 3 approaches a CA can take when reaching out to a student they haven't seen in a while
1. Straight up ask tell them and ask whats been up (knock on door, DM, email)
2. Invite them out for coffee/drink
3. Ask their roommates
What happens facility wise when there is a full building fire evacuation? What is your role as student staff?
Alarm + announcements + lights, all magnetic locks open (including turnstiles), gate closes separating Mutual Street Hall from main lobby, fire department comes. Get students to Arena Gardens (except SEA on shift), security or SEA to communicate with fire fighters, facilitate students coming back in an orderly fashion when given the all clear. Make sure HOEM On Call knows!!
Conflict mediation, room switch request form, $250 charge for non-health and safety related switch approvals