Emergency & Crisis response
Top priority for a CA in any emergency situation
Personal safety
Residents reporting lost or stolen keys must complete this form.
Lock change form in the myTC portal. [standard lockout procedure?]
This type of complaint requires a CA to respond in person.
An active noise complaint. Go to the location and assess the situation
The campus office responsible for student medical and mental health services
Columbia Health
The most commonly used report type is completed by CAs.
Information (Info) Report through StarRez. [objective and professional tone;
The first step a CA should take when receiving a facilities-related call.
assess the situation
True or False: A CA may personally drive a resident to the hospital in an emergency.
False. CU EMS or an ambulance
If a key is found in a residence hall, what must be done after identifying the key code.
submit an Info Report and place the key in the AD’s mailbox
What additional step is required when animal noise complaints are received?
record the noise and email it to the Associate Director for Community & Staff Development
If a resident’s behavior threatens immediate safety, the CA must do this.
Call 911 and Public Safety
This situation always requires notifying the MBD and writing a report.
involvement of external agencies (EMS, police, fire)
If facilities cannot respond the same day to a major issue, what may the CA be asked to do.
post signage or provide updates to residents [out-of-order signs in CDA Office]
2 points in relation to bodily fluids
if come in contact wash the affected area and inform medical personnel and the MBD. Do not clean it up or expose self to it.
What a CA must do if the ORS front door is found unlocked after office hours.
deadbolt the door, notify CAs and MBD, and submit an Info Report
The maximum number of consecutive days a Residential Services Guest Pass may be issued.
7 days [48hr cool down period; after 14days total in a sem guest must sign in at the desk]
When a resident expresses suicidal thoughts, a CA must do this immediately.
notify Public Safety and the MBD
strongest reports answer these four core questions.
who, what, when, and where?
This situation always requires immediate action and escalation.
flooding, gas leaks, fire, or lack of heat/hot water. [multiple residents are affected by a facilities issue, - contact MBD. water leak - check units and floors above and below]
If a CA has not received an update from Public Safety within 12 hours, they must do this.
Contact the resident directly to check in. [Giving out CA on-duty phone number procedure]
The one situation where a CA does NOT need MBD approval to obtain a master key.
a double lockout
Guests may not stay overnight unless this condition is met.
the resident host is present and all suite mates consent
True or False: CAs may act as a resident’s primary emotional support.
False. [Provide additional resources. No contacting parents, gurdians or friends during a mental health crisis. decline to handle hospital paperwork; contact MBD]
Why reports should never include speculation.
Reports are legal and institutional records. help create official record and identify patterns.
When a power outage affects an entire building, the CA should first do this.
identify the scope and notify Public Safety and the MBD
After emergency responders arrive, a CA’s role may include this.
answering questions, assisting with crowd control, and providing support
if a resident has already been transported before the CA arrives. Public Safety - the hospital location, transport method, and whether anyone accompanied them
When a resident cannot be contacted, who must approve guest entry to retrieve essential items.
Executive Director or MBD
If a guest uses someone else’s TC ID card, the CA must take this action
confiscate the ID, remove the guest, and file an Info Report
Why non-verbal communication is especially important during escalation.
because individuals lose the ability to process verbal communication. [recommended distance 1.5 to 3 feet; Implement de-escalation strategy - allow time and avoid rushing them, give clear, simple and enforceable limits]
Important information from an emergency/crisis situation to be mentioned in the report.
At the start, from Public safety - the resident’s name, UNI, room number, and situation description.
For report - take notes with timestamps; the PS officer's name and UNI
If resources provided mention if accepted or declined. for sensitive issue, info to be shared only on need to know basis
This documentation should accompany facilities concerns handled overnight.
Info Report which includes affected units, actions taken, contacts made, and timelines