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On Call & Crisis Management - PowerPoint PPT Presentation

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On Call & Crisis Management
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  1. On Call & Crisis Management Staff Training, HR Staff Training, etc

  2. The Basics • From 8pm-8am • You are on call • You must stay in the area that you are on call for (preferably in your room or in a community space) • Keep the On Call phone near you, on, and charged • Even after your last round, you are expected to respond to incidents! • Wear your On Call shirt or polo • Afterwards • Between 8am-12pm (the next morning) drop off the On Call book at the quad’s service center • Make sure all incident reports and W/Os have been submitted • Email your HR if something extremely concerning happened during your On Call

  3. Expectations • Unlock Doors • Between 8pm-12am (past 12am, security) • Report Community Conditions • Must submit W/Os • Must keep track of physical changes in communities • Report Community Violations • Must use Advocate to report all incident reports • You are a role model and policy enforcer…. So be an outstanding role model & enforce those policies!!

  4. Basic Procedure Outline • Pick Up On Call Book • At quad service center • Before 8pm (if before 7:30pm, needs to call service center to check in at 8pm) • Conduct 1st Round • At 8pm • Focus on getting to know residents and community conditions (e.g. needed W/Os) • Conduct 2nd Round • Between 10:30pm-12pm • Focus on getting to know residents, incident reports, and new community conditions • Conduct 3rd Round • On Wednesday, Friday, and Saturday nights • Focus on incident reports and new community conditions

  5. During Rounds • Back-up • Staff members can and should call for back up if necessary. • Call either another RA in your community, your HR, or security (security should be a last resort) • Appropriate Behavior • Be a role model • Be clear in your communication • Address all safety and policy violations (ignoring problematic behavior(s) is not acceptable) • Get to know your residents • Leave your door open • Spend time in a community space • Stop and chat to residents during your rounds

  6. After Each Round • Fill out the log book • Take the log sheet with you on rounds to simplify reporting • Make sure to fill out the section accurately & in clear handwriting • Submit W/Os • Submit Incident Reports • On advocate • Consider whether your HR or AD should be notified • Consider whether other RAs should be notified (did this incident occur on another hall or in another community? If so notify the RA or HR of this hall or community.)

  7. Keeping Track of On Calls Who’s on Call????

  8. On-Call Schedules • HRs -will collect days that staff members are unavailable to be On Call -will create an On-Call schedule for the entire 1st semester (then for the entire 2nd semester at winter training) -think ahead and review your semester schedule -make a google calendar of the On-Call schedule

  9. On-Call Schedules • RAs/HRs • Must keep track of when they’re On Call • Must pick up On-Call log book on time • Helpful Hints: • Make a list of the days you are on call and post it near your desk, bed, etc • Put your On Call dates on your phone • Use that google calendar!!

  10. On-Call Shift Changes • Why? • Unforeseen schedule conflict • Scheduling conflict for a few hours • Eg. Getting back late from an away game • Only when you are unable to fulfill an On-Call shift, not just for your convenience

  11. On-Call Shift Changes:24 Hour Notice • The staff member in need of an on call switch is responsible for: • Finding a replacement • Emailing • All Assistant & Associative Directors • HRs of both staff members • Karen Lee • Denise Karr • And the person that will be replacing them • Switching the On-Call dates on the google calendar • After the switch has been made, the staff members must: • Keep track of the new dates they are on call!

  12. On Call Shift Changes:< 24 Hour Notice • The staff member in need of an on call switch must: • Immediately notify the On-Call Professional Staff member (they will determine if the change is allowed) • Must find a replacement • Notify Security & inform them of the switch • Send an email to: Assistant & Associative Directors, Karen Lee, Denise Karr, HRs of both staff members, and the person they are switching with • Email must contain the On-Call dates the staff members are switching & the names of both staff members • Only if an emergency situation is extreme will the staff member scheduled to be On Call be relieved of their duties before finding a replacement

  13. What do you do when… Crisis Management

  14. Parent Contacts a HR or RA • Politely explain that contact between parents and HRs/RAs is not part of your job • Refer them to an email address • Of the assistant or associative director • Notify the assistant and associative director

  15. Fire • Pull the fire alarm if it has not already gone off • Exit the building • Attempt to knock on doors & direct residents out of the building as well • Notify Security immediately • If using a cell phone request that the fire station be notified • Make sure residents are in the designated fire safety location outside • Keep residents calm and collected

  16. Alcohol Overdose • Notify security immediately • Before even approaching the student if he/she is passed out • Stay with the student of concern • Put the student on his/her side if possible • Make sure other students stay away from the area • Ask student who witnessed what happened to stay and talk to you after the student is transported • Obtain information about the incident • Collect statements from witnesses • Record incident • on the On-Call log book • on advocate

  17. Physical Altercation • Notify security immediately • Try and verbally get the attention of the students involved • Always look out for your safety! • Keep other students safe by directing them away from the scene of the fight • Stay within the area of concern • Obtain Information about the incident • Collect statements from witness (after security comes) • Record incident • On the On-Call log book • On advocate

  18. Missing Student • Notify Security Immediately • Obtain information about the incident • Collect statements from: roommate, person that reported the student missing, etc • Record the Incident • On the On-Call log book • On advocate • Email • The person that has been reported missing • CC the quad AD

  19. Major Disturbance:Involving significant numbers of people • Notify Security Immediately • Notify the Administrator On-Call • Remain in the area of concern • Try to prevent students from entering the area of disturbance • Obtain Information about the incident • Collect statements from witnesses (after security comes) • Record the Incident • On the On-Call log book • On advocate

  20. Media:On Campus or in Residence Hall • Notify Security Immediately • Notify the Administrator On Call • Stay in the area • Record the incident • On the On-Call log book • On advocate

  21. Mental Health Crisis • Notify security Immediately • Notify the Administrator On Call • Remain near the student or area of concern • Try to prevent students from entering the area • Call for staff back up if necessary • Obtain information about the incident • Collect statements from witnesses (after security arrives) • Record the incident • On the On Call log book • On advocate

  22. Life Threatening Situations • Notify Security Immediately • Notify the Administrator On Call • Stay within the area of concern/near the student or students of concern • Make sure your own safety is not at risk • Try to prevent other students from entering the area • Report the Incident • On the On-Call log book • On advocate

  23. Sexual Assault or Rape • Notify security immediately • Notify the Administrator On Call • Assure the student of concern that help is on the way • Stay in the area of concern/near the student of concern • Try to prevent other students from entering the area • Report the incident • On the On Call log book • On advocate • NOTE: This is only during specific sexual assault/rape cases. Refer to members of S.H.A.R.E or C.S.M.A.R.T for more information • HRs/RAs are NOT confidential sources • SHARE advocates & counselors are confidential sources

  24. Hate Motivated Acts • Eg. Racial slurs, homophobic statements, sexists acts, religious intolerance, etc • Notify Security Immediately • Notify the Administrator On Call • Stay within the area of concern • Try to prevent students from entering this area • Try to comfort/assure the student or students of concern • Obtain information about the incident • Take photographs if the hate crime is verbal (eg. Written on a whiteboard) • Collect statements from witnesses (after security arrives) • Report the Incident • On the On Call log book • On advocate

  25. Handling Evidence • Should not be destroyed • Should not be moved • If possible, pictures should be taken • Security: • Will also take pictures • Can confiscate evidence or arrange for its removal • Make sure ‘evidence’ especially evidence involved in hate crimes are removed after detailed accounts are taken

  26. When Not On Call • RAs/HRs are still expected to: • Respond to crisis situations • Report all incidents on advocate • Report incidents to their HRs/other HRs and RAs if the incident took place in another community/hall • You are ALWAYS a staff member. You are ALWAYS representing the department of Residential Education & Housing. You are ALWAYS expected to uphold your duties as a staff member.

  27. Helpful Hints • When in Doubt… Call for back up • You can always call security • You can always call your HR • You can always call another staff member • Always follow up with those involved in the incident • All situations will have a lasting impact on those involved • Make sure all students involved are getting the help and support they need (eg. Counseling, educational classes, etc) • Report, Report, REPORT!! • Make sure you document all incidents (and by all incidents, we mean ALL INCIDENTS • Having physical documentation of incidents is extremely important and useful

  28. What to do when…. Common On-Call Situations

  29. Noise Violations • Knock on the room in question • Announce who you are • Give the residents validation • I understand why your music may be loud…. Etc THEN: • Explain to the residents: • how they are harming their community • That multiple housing contract violations can jeopardies their lottery standing • Only allow one warning • After one warning in the first few months of school, write students up for noise violations

  30. Pregames and/or Parties • If you suspect that either a pregame or party is taking place in a dorm room… • Immediately call security • Wait until they arrive • Stay in the area • Help security collect student IDs • Help security document the incident • Repot the incident • On the On-Call log book • On advocate

  31. You Smell Marijuana.. • Immediately Call security • Wait for security to arrive • Direct security to the room in question • If a room search is necessary • Call the administrator on call • Stay outside of the room being checked • Document the names of the students in the room/ the room number • Report the incident • On the On-Call log • On advocate