This is why we cant have nice things
What is the correct way to submit a routine maintenance request?
What is the first thing you do when a fire alarm goes off?
Call and inform professional staff. Go to the evacuation site and ensure that residents know where to go. Get the headcount for prostaff.
What makes a situation need an incident report over an informational report?
If there is a policy violation involved
Who should you always call when responding to any incident?
Your secondary
True or False: Guests must always be with their host
True
A resident reports a leak in their space at 11PM. What is your next step?
Gather information about the leak and severity. Put eyes on it yourself, and CALL ACORE
A resident is having a medical emergency. What are your responsibilities as an RA?
Call UPD immediately, Call Prostaff after UPD, Gather and document all information for responders when they arrive and throughout incident. Write corresponding report
How should an SL respond when a resident becomes defensive during a policy conversation?
Remain calm, explain the policy to the residents thoroughly, make sure you answer all their questions to the best of your abilities, Listen to all their concerns, ensure that they understand why they are being documented and what that means/Next steps
Name at least 4 situations where it is appropriate to loop in your professional staff member on duty?
Any Medical Emergency
When dealing with defiant residents
Excessive amounts of Marijuana/ or other drug paraphernalia in general
When you need to issue a lockout key
When you have a question you dont know the answer to
Unapproved Animals
If you are responding to an incident at 1:00AM and there is a Non resident guest in the apartment. What are the next steps?
Check to see if there are a registered guest, If they are not registered they will need to escorted out of the building. No they can not register right there.
A resident calls you regarding a toilet that is clogged and filled with water? What are the next steps?
Ask the resident if the toilet is leaking water out onto the floor, if it is call ACORE, if not determine if there is another working toilet they can access. If yes put out of order sign or encourage them not to use it and put in a maintenance report for a broken toilet. If less severe issue them a plunger.
What is your role after an emergency situation has been resolved?
Verify with prostaff that all your notes are correct and accurate for the report. Follow up with any residents that were witnesses to the situation to make sure that they are ok. Write a report
What is the SLs Responsibility when a resident discloses concerning behavior about another resident?
Ask more questions to understand what kind of concerning behavior the resident is exhibiting, If it is behavior that could be a danger to themselves or others call UPD and inform professional staff immediately. If unsure always call professional staff. Collect all the information that you can about the situation
A fire alarm is going off at 2:00AM and UPD asks you to key into the room to determine what is causing the issue?
You politely tell UPD officers that you cannot key into the room and that prostaff will be here shortly to assist with entering the room. Your role in the fire alarm is to be outside with the students at the evacuation point.
A guest is allowed by one roommate but not the other. How should you respond?
Per our policy all guests must be approved by all roommates in the space. If a roommate does not want a guest that guest must leave. You can also host a roommate mediation to see if a middle ground can be found for both residents and adjust the roommate agreement
Roommate calls to complain about a residents service animal causing damage to the space and making it smell? What are your next steps?
Go talk to the resident and gather more information regarding what the animal is doing to damage the space, examine the extent of the damage, Talk to owner of the dog to understand what is going on, Offer mediation to find solution between roommates. Follow up with prostaff about the issue and damages to the space.
You receive a group me message from one of your residents stating that they hear yelling, screaming, crying, and throwing of objects. The resident says that it sounds like people are arguing actively. What are the next steps?
Contact UPD, Contact ACORE, Go to location but wait outside for prostaff and UPD arrival. NEVER PUT YOURSELF IN HARMS WAY
A residents calls multiple times at night and insists that you come to their room and kill bug for them. UPD also calls to inform you of the situation what do you do?
Tell them that is unfortunately not a service that we do not provide. Tell them that you are happy to submit a maintenance report on their behalf so that our maintenance and facility staff can address the situation in the morning. Explain the same to UPD.
In the case of phones not going through to the Area Coordinator what can you do?
On the duty calendar there is a tab where you can see the direct line to all ACORE duty phones as well as any emergency numbers
CHAOS QUESTION: First team to show me where you can find the registered guest log gets the points for this question
Show me the registered guest log
A resident reports a facilities issue and becomes upset when told it cannot be fixed immediately. How do you respond?
De escalate the situation and allow them to vent their concerns and empathize with them. Talk to them about why it cannot be addressed immediately (staff is not here till tomorrow) but reassure them that it will be addressed in a timely manner and provide follow-up steps like contacting housing in the morning. Put in the reports and inform prostaff of the concern
CHAOS QUESTION: Tell me where the evacuation points are for every building in every village first team to get it gets all the points
Listen for right answer
A resident continues to call saying that there is stomping above them but every time you show up you don't hear anything. They show you videos but you cannot pinpoint where the noise is coming from. What are the next steps
Assess and try to pinpoint the noise. Offer to go into the room to hear the noise. Call the resident back and let them know that you are doing everything that you can to pinpoint the noise. Allow them to vent to you about their frustrations and hear them out. Follow up with Area Coordinator regarding the concern, so that they can follow up with the resident. (difference between living noise and noise compliant noise) YOU CANNOT PROMISE A ROOM CHANGE
A parent calls you on the duty phone to request that they be let into their child's room in order to get something out of it for their child, they dont know the room number and ask that you let them in and show them where it is
You politely explain to them the FERPA policy and that you cannot escort them into the building or space without their childs direct permission. You collect their contact information and let them know that prostaff will be following up with them shortly to go over next steps.
You respond to an incident where there is a guest that is a minor when you try to escort them out they say they have no where to go?