1. Champions By Design: Building a Winning Team! Crisis Management Professional Staff Training RESIDENTIAL PROGRAMS AND SERVICES July 15 th, 2014 Presented by: Associate Director Dr. Ralphel Smith RHD Lisa Martinson University of Georgia Division of Student Affairs University Housing

2. Session Outline  Duty Expectations  How to manage an Emergency?  Consulting Up  Time, Place, and Manner  Priority Levels  Facility/Maintenance Issues  Appropriate Follow-up  Case Studies  Questions, Comments, Concerns

3. Duty Expectations Duty begins at 5:00pm and weekends depends on community/duty rotation. Answer all duty calls and respond appropriately In cases of emergencies, please make sure you put eyes on situation or that you show up to assist staff in managing situation. Remember that you are the expert for the staff who report up to you. Do not take this lightly. Follow up is of the utmost importance with documentation and notification. Remember: NO SURPRISES!!

4. Resources: Policy & Procedure Manuals All policies can be found on the web at: https://housing.uga.edu/staff/user RA-CA Manual Pro and GR Duty Binder-will have the general information but for more specific policies; please review the website.

5. Resources: Duty Binder These binders are meant to be used while on duty and whenever you have a question about a procedure. Contents include: -Organizational Info -Phone Rosters/Important Numbers -Emergency Procedures -Facilities Issues -General Safety Policies

6. What is an Emergency?  Unusual  Not normal or typical  Causes abnormal Stress  Serious breech of contract  Impedes basic physical needs and psychological security  Interferes with:  Department mission  Normal, daily activities  Causes human grief  Causes a person to function poorly or not at all  Creates hostile environment  Results in financial loss

7. How to Manage an Emergency Someone needs to state that they are seeing or experiencing an emergency. This can be a Resident going to an RA or an RA seeing a leak coming from a room/roof. Either way, a staff member needs to be notified that there is an emergency. Once we know that an emergency is in progress, who needs to be called? Area Coordinator, UGAPD, Fire Department, Emergency Maintenance, CAPS on call? After expert emergency staff are called, who needs to be called in our consulting up process (next slide) according to our Priority Lists (slide #) Documentation: The Who, What, When, and How *Need to document all the events that occurred *Using FIRST PERSON when documenting *Placing documentation into JA and/or the duty report Follow up? Follow through

8. Consulting Up… The process/procedure of “Consulting Up” is crucial to an effective communication process. All graduate and full time staff members are expected to consult up when appropriate. If there is ever a question about whether to consult up or not…consult up.

9. Time, Place, and Manner Timeliness is very critical to communication. Reporting the relevant/pertinent information must be a priority for staff. Confidentiality should be a priority also, so make sure you only discuss information with people who need to know and that you do this in a secure location. The seriousness of what we do and how we do it should remind us of how careful we must be in managing the flow of information.

10. Priority I Priority Level I – These are incidents that the associate director of residence life, the director of Residential Programs and Services, and the executive director of University Housing need to be notified of as soon as possible. During regular business hours you should attempt to contact these individual in their respective offices. If the incident occurs after hours, you should attempt to contact these individuals at home, or by cell phone. These are incidents you should not hesitate to wake someone up for and provide them with details of the incident. If everyone is in town and able to be reached then the contacts are made as follows: GR/GA contacts area coordinator or RHD RHD/AC contacts associate director for residence life Associate director for residence life contacts the director of RPS Director of RPS contacts the executive director of University Housing Executive director contacts appropriate staff outside of Department If someone in the above chain of command cannot be reached, you are responsible for contacting the next person.

11. Priority II Priority Level II – These are incidents that the associate director for residence life needs to be notified of as soon as possible. The associate director will contact the director of RPS and provide them with the details of the incident being dealt with at that time. The director of RPS will determine how/when to communicate this information to the executive director. In some instances contact will be made immediately. If appropriate, particularly after hours, contact may be made the next day by direct contact (by phone or in person), by leaving voicemail message, or by e-mail. Be sure to include as much relevant information as possible when leaving a message. The first three steps of the chain should be followed as outlined under Priority Level I

12. Priority III Priority Level III – These are incidents that the associate director for residence life needs to be notified of in a timely fashion. If incidents at this level occur after hours, you will need to determine if the associate director should be contacted immediately or if the it can wait until the following day. As with incidents in other levels, the associate director will determine how/when contact the director of RPS and so on. Unless there are extenuating circumstances, incidents in this level would not require waking up the associate director in the middle of the night. However, area coordinators should be contacted.

13. Facility/Maintenance Issues Assess the situation Non Emergency vs. Emergency Maintenance Support For Main Campus Buildings (High Rises, Hill Community, Myers Community, ECV, Reed) Office Hours Contact Monday – Friday 7:30am-4:30pm contact Work Control at 706-542-3999 or contact your area maintenance staff directly Monday – Friday 4:30pm-10:00pm contact second shift STW by radio “2 nd shift” or phone 706-542-8275 After Hours Contact Monday – Friday 10:00pm-7:30am contact on call maintenance by cell phone (706-202-9672) Friday 10pm-Monday 7:30am contact on call maintenance cell phone (706-202-9672)

14. Facility/Maintenance Issues For Family Graduate Housing Office Hours Contact Monday – Friday 7:30am-4:30pm contact Work Control at 706-542-3999 or contact your area maintenance staff directly After Hours Contact Monday – Friday 4:30pm-7:30am contact on call maintenance by cell phone (706-202-9673) Friday 4:30pm-Monday 7:30am contact on call maintenance cell phone (706-202-9673) Note: Role of Security Central and pass code for area For Health Science Campus

15. Facility/Maintenance Issues For Health Science Campus Office Hours Contact Monday – Friday 7:30am-4:30pm contact Work Control at 706-542-3999 or contact your area maintenance staff directly After Hours Contact Monday – Friday 4:30pm-Monday 7:30am contact on call maintenance cell phone (706-202-9672)

16. Follow up Make sure you report and have documentation of the situation that occurred. Make sure you are sending this information to the right people. If you are waiting for student staff check in on their reports and possibly view before you submit. Remember that timeliness is important in regards to follow up Also follow up after the situation to check to see if students are okay or if a work order was submitted and things are repaired.

17. Role of Security Staff Housing Security UGA Police Know the differences and follow the appropriate protocol.

18. Case Studies What do you do? These are just a few scenarios that have actually happened on campus.

19. Questions Comments Concerns