Incident Response
During suspected alcohol use, where should you speak with the resident?
In the hallway.
What federal law protects student educational records?
FERPA.
What is the first thing you should do when trying to de-escalate an upset resident?
Stay calm and listen.
How many times should you knock before entering a room?
Three
Name one example of an emergency maintenance issue.
Broken water line, gas leak, or door security issue.
What should you NEVER do with an alcohol container?
Touch it or empty it yourself.
Under FERPA, can you tell a parent a student's room number?
No
Name two examples of non-verbal communication that can help de-escalate a situation.
Eye contact, body language, facial expressions, gestures, personal space.
What should you say on the third knock?
Keying In.
If emergency maintenance cannot be reached after hours, who should you contact next?
The RD On Call.
What is always your first step when handling a drug-related incident?
Contact the RD on Call.
How many fire drills are conducted each year?
Two
During a noise complaint, what three pieces of information should you collect?
Resident's MavID (or ID information), location, and date/time.
Whenever possible, who should enter a room with you?
Another staff member
Who issues weather watches and warnings?
The National Weather Service.
During a wellness check, who should be contacted before going to the room?
RD On Call, then PD Non-Emergency.
Name one fire safety violation that results in a $50 fine.
Candles/open flames or possession of a non-approved appliance.
What is the final step after responding to a noise complaint?
Write an Incident Report (IR).
If police enter your building while you're working the desk, what should you do first?
Let them pass because they may be responding to an emergency.
Where should residents go during a tornado warning?
Interior hallways, basements, or designated shelter areas away from windows.
During a medical emergency, what should you NOT do?
Attempt to provide medical assistance. Stay with the resident until help arrives.
If you observe a fire safety violation while entering a room, what three things should you do?
Write an IR, notify the RA and supervisor, and document it in the Comms Log.
Name four positive communication techniques discussed during de-escalation.
Focus on solutions, emphasize what can be done, use empowering words, be courteous and constructive.
Name three situations when room entry is permitted without the resident inviting you in.
Emergency, suspected policy violation, maintenance, inspections, cleaning, eviction, or Housing leadership direction.
After the danger has passed during a tornado warning, who should residents listen to?
Housing staff for further instructions