1. Devin Budhram Lisa Martinson University of Georgia University Housing Division of Student Affairs

2.  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 Session Outline

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. Utilize Your Resources Policies and procedures can be found here: University Housing Website CA-RA Manual Community Desk Manual Black Duty Binder

5. Duty Binder Duty 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 -Residence Hall and Life Safety Policies

6. Consult 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.

7. 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 An event that disrupts the daily lives of our students or impedes on our ability to function as a residence hall, community, department, or institution.

8. Managing the “Emergency” Identify the emergency and determine action plan Someone needs to state that they are seeing or experiencing an emergency. This can be a resident going to a staff member or a staff member witnessing a problem. Lay eyes on the problem, determine the severity, and act. Identify who needs to notified aka “Consult Up” Once we know that an emergency is in progress determine who needs to be called: Area Coordinator, UGAPD, Fire Department, Emergency Maintenance, CAPS on call? After expert emergency staff is called, who needs to be called in our consulting up process according to our Priority Lists (See Priority Slides) Document, Document, Document Documentation: The Who, What, When, and How Need to document all the events that occurred (this includes language) Using FIRST PERSON when documenting Placing documentation into JA and/or the duty report Follow up and Follow through

9. Follow up Make sure you report and have documentation of the situation that occurred. Make sure you’re 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. 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.

10. 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.

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

12. Priority II If incidents at this level occur after hours, the area coordinator will need to determine if the associate directors should be contacted immediately or if the it can wait until the following day These are incidents that the associate director for residence life or associate director of staff development and student conduct need to be notified of as soon as possible. The associate directors 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.

13. Priority I These are incidents that the associate director of residence life, associate director of staff development and student conduct, 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/DI contacts area coordinator or RHD RHD/AC contacts associate director for residence life or associate director of student development and student conduct 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.

14. Facility/Maintenance Issues Assess the situation Non Emergency vs. Emergency Maintenance Support 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 (FGH and HSC has no 2 nd Shift) 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) For HSC-call the 706-202-9672 For FGH call 706-202-9673

15. University Housing Security Staff Housing Security UGA Police Know the differences and follow the appropriate protocol

16. Case Studies These are just a few scenarios that have actually happened on campus.