General
What time do on-call shifts start
7pm
What do you do if a CA does not text the SCAOC by 7pm?
Call the CAOC number and see if maybe they forgot to text that the phone was on.
Call the CAOC’s personal phone (listed on the SCAOC phone).
If there is no response, call the Secondary CA on call: Ask if they’ve heard from the Primary CA. If not, request that they pick up the phone and keys before 7:00 PM.
If they are unavailable, you must pick up the phone and keys yourself. Should a call come in, plan to attend it with the Secondary CA if possible.
Continue trying to reach the Primary CA, make multiple attempts.
If necessary, knock on the CA's door, but do not use your key to enter if they don’t answer.
If the CA remains unresponsive, contact the RLCOC to coordinate an alternative plan.
Notify the CA’s RLC by email to informed that a CA was either late for their on-call shift or that did not show up for it.
Record this in the SCA on-call log.
A CA calls to tell you they have requested EMS for an unconscious resident. As the SCAOC, what are your first two actions?
Call the RLCOC immediately, then make your way to the scene to support the CAs, assist with crowd control, and follow the direction of emergency personnel
A resident's toilet is clogged, but they're happy to use a public washroom until morning. What should you advise?
Have the resident submit an Archibus maintenance request. It can wait until the next business day. Ensure that the water is not running through the toilet that can cause a flood later.
A CA handled an incident, but you attended later and had a different interaction. Who documents?
Both of you. Individual reports will be merged later.
When is the RLC On-Call avalaible?
24/7. The RLCOC has a 30 minute response time
A CA calls you because they're nervous about responding to their first noise complaint. Before arriving, what should you do?
Talk them through the response, reassure them, and let them know you'll meet them there to provide support if needed.
A resident forgot their laptop charger and emailed Residence Services giving consent for you to retrieve it. Before entering the unit, what should you verify?
That the RLCOC has authorized the entry and the resident has provided written consent.
You respond to an on-call incident where a resident says they feel too uncomfortable to stay in their room because of a roommate conflict. What is your first question?
"Do you have another safe place you could stay tonight, such as with a friend?" Emergency room moves for roommate conflicts are very uncommon and are not the typical response.
What time should on-call logs be submitted by?
By noon after completing your on-call shift.
What is the response time for SCAs when on-call?
10 minutes
The CA on-call, calls for support with a large party. How do you respond?
Attend the scene and, when it is safe to do so, encourage CAs to step inside the unit to assess the situation and speak directly with those present.
Ensure that one CA remains at the door at all times to maintain a clear and safe exit point.
Before leaving, check the entire unit (including bathrooms and bedrooms) to ensure no one is hiding. You may ask residents to open bedroom doors if necessary.
Document the incident thoroughly, including the names of all individuals present and any relevant details.
If the party is in violation of the noise policy, ensure that the host(s) receive a Noise Notice.
Contact Campus Security early if the party is large, unmanageable, or escalating. Do not wait until the situation is out of control.
A CA asks you to attend a noise complaint because the residents have become increasingly argumentative. What is your role when you arrive?
Support the CA, introduce yourself as the SCAOC, explain why you're there, model assertive communication, and involve Campus Security if the residents remain non-compliant
A resident refuses to stay in their room because they saw a mouse. What's your first question?
"Do you have somewhere else you could stay tonight, such as with friends or family?" If not, contact the RLCOC. Do not promise an emergency room
What is one thing you should not include in any incident report?
Opinions, assumptions, and/or personal judgements.
What type of footwear must be worn when you are on-call?
Close-toed shoes that are weather appropriate
A CA is visibly upset after responding to a resident in crisis and says, "I think I handled that terribly."
Reassure them, recognize what they did well, discuss any learning opportunities, and encourage them to debrief with the RLCOC if appropriate.
A resident has already spoken to their roommate but nothing has improved. What's the next option you can offer?
Facilitate a conversation with the resident, roommate, and CA, including reviewing or creating a Roommate Agreement.
Both elevators for CR's North Tower stop working. What do you do?
Is this an emergency?
Contact Campus Security and the RLCOC. Put up a sign.
Yes.
Campus Security asks whether they should call a restoration contractor for a flood. Can you approve that?
No. Only the RLCOC can approve a contractor being dispatched.
What is your first priority when you are on-call?
Your personal safety.
A CA responds to a difficult mental health incident and tells you afterward that they keep replaying it in their head. What is your role?
Provide a debrief, encourage self-care, and connect them with their RLC, Kelsey, or additional supports if needed.
Afetr a SafeTALK conversation with a resident, the resident says they don't want any professional help because they feel fine now. Do you still notify the RLCOC?
How is this conversation documented?
Yes. The RLCOC must be informed of all situations involving suicidal ideation or self-harm, even if the situation appears resolved.
SI & on-call log
While responding to one incident, another resident approaches you to disclose they are experiencing suicidal thoughts. What do you do?
Pause or delegate the original incident if possible, prioritize the life-safety concern, contact emergency supports as required, and notify the professional staff member on call.
What is Olympus Hall's building address?
3374-24 Ave. NW