Policy & Protocol
What time do quiet hours begin on Wednesday?
10pm
A resident knocks on your door at 2am, locked out.
What do you do?
Verify their ID and let them into your room, log it.
One roommate complains that the other is too noisy after 10 p.m. What’s your first step?
Talk privately with both roommates, encourage communication and compromise, remind them of quiet hours policy.
During your duty shift, a fire alarm sounds. What is your first action?
Calmly alert residents to evacuate as you do, report to security immediately.
A resident comes to you crying about a personal family matter. What do you do?
Listen, Show Empathy, Refer them to proper campus resources.
How many free lockouts do residents?
Three
You find a broken window in the common area. What immediate actions do you take?
Notify Security and AOC immediately, Ensure the area is secure to prevent injury.
Roommates disagree on cleaning shared spaces. How do you help?
Facilitate a cleaning schedule or chore chart, mediate discussion on expectations.
A resident comes to you with a noise complaint during your duty hours. What do you do?
Address the noise issue immediately, document the complaint, follow up if problem persists.
A resident comes out to you about their identity. How should you respond?
Listen, Respect, Maintain confidentiality, Offer support with no judgement.
What is the rule for alcohol in the residence halls?
Two residents are loudly arguing in the hallway late at night. How do you handle it?
Approach calmly, separate the parties, listen to both sides, de-escalate situation, document and report if necessary.
One roommate feels unsafe due to the other’s behavior but doesn’t want to move out. What do you do?
Take the concern seriously, involve supervisor, explore conflict resolution. If an emergency, contact security and AOC
You notice a suspicious person loitering near the dorm at 10 p.m. What steps do you take?
Observe discreetly, notify campus security, document incident.
You find alcohol in a room with an 18 year old resident, 21 year old resident, and 22 year old resident. What do you do?
Follow Alcohol protocols. Dry campus regardless of age!
Describe the proper protocol for handling a noise complaint at 2 a.m.
Approach the residents calmly, inform them of the complaint, request quiet, document the visit, and escalate to the AOC if non-compliance continues.
You overhear a conversation suggesting possible drug use in a resident’s room. What should you do?
Do not confront alone, report to Hall Director or campus security for further investigation.
A roommate has guests frequently without telling the other. What policy applies and how do you address this?
Explain guest policies, remind about respecting roommates’ rights, document repeated violations, escalate if necessary.
During rounds, you find a door propped open in a secure building. What is your protocol?
Close the door immediately, remind residents of security policies, document the incident, report repeat offenders.
A resident comes to you with a screenshot of another resident bullying them on social media. What do you do?
Ask for a copy of the screenshot, report it to your supervisor, offer resources
What are the steps to follow if a resident discloses suicidal thoughts during duty?
Stay calm, listen without judgment, do not leave them alone, notify AOC and campus counseling immediately, follow emergency protocols
A resident approaches you during duty visibly upset because they believe their roommate is stealing their belongings, but they have no proof. How do you handle the situation?
Listen empathetically without taking sides, encourage open communication between roommates, suggest documenting any missing items, remind them of community standards, and report the concern to your supervisor for further guidance and possible mediation.
Two roommates have a major (verbal) fight and refuse to speak to each other. How do you intervene?
Organize a mediated meeting, encourage honest communication, set boundaries,. Involve AOC and security if you believe it will turn physical.
You suspect a resident is violating the drug policy but have no concrete evidence. How do you handle this during your duty?
Monitor behavior, document observations, avoid confrontation, report concerns to supervisor.
A resident hasn't been seen in over a week, their roommate comes to you concerned. What do you do?
Call AOC and Security immediately.