1. Crisis Management and Emergency Procedures
Dr. Ralphel Smith, Associate Director
David Strumpf, RHD Creswell
Lauren Adams, RHD HSC

2. Objectives Duty expectations and on-call process Consulting up
Priority levels
Collecting Necessary Information
Follow up
Facility/maintenance issues
Case studies
Resources
Questions
Lauren

3. Duty Expectations
Duty begins at 5pm M-TH; weekend times vary by duty rotation
Answer all duty calls and respond appropriately and in a timely manner
Depending on the severity of the incident, please put eyes on the situation or show up to assist staff
Remember that you’re the expert for the staff who report to you
Follow up and closing the loop is of the utmost importance with documentation and notification
Duty reports are due between 8am-8:30am the following morning
Remember: NO SURPRISES!
Lauren

4. Consulting Up Crucial to an effective communication process
All graduate and professional staff are expected to consult up when appropriate and in a timely manner
Priority I and Priority II incidents
Various Priority III incidents
If there is ever a question about whether to consult up or not… consult up!
Who should I consult up to?
M-TH: The AC/SC of your community
Weekends: The AC/SC on duty
Lauren

5. Priority Level I
Incidents you should not hesitate to wake someone up and provide them with the details of the incident.
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 ASAP.
Regular business hours: Contact in respective offices
After hours: Attempt to contact at home or by cell phone
Consulting up chain
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 cannot be reached, you are responsible for contacting the next person.
Lauren

6. Priority Level II
Incidents that the Associate Director of Residence Life needs to be notified of ASAP.
The Associate Director of Residence Life will contact the Director of Residential Programs and Services with details of the incident.
The Director of Residential Programs and Services will determine how/when to communicate this information to the Executive Director of University Housing.
Consulting up chain
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
Lauren

7. Priority Level III
Incidents that the Associate Director of Residence Life needs to be notified of in a timely manner.
If an incident occurs after hours
Determine if the Associate Director of Residence Life should be contacted immediately or if it can wait until the following day.
As with incidents in other levels, the Associate Director will determine how/when to contact the Director of Residential Programs and Services and so on.
Unless there are extenuating circumstances, incidents at this level would not require waking up the Associate Director in the middle of the night.
AC/SC should be contacted
Consulting up chain
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
Lauren

8. Sexual Assault Response Protocol
Intended to coordinate and assist UGA employees in delivering the highest quality of services to victims/survivors of sexual assault.
Steps of SAR Protocol
Affirm the disclosure of sexual assault
Explain no confidentiality
Ask about safety and medical concerns
Provide options for reporting to Police and/or the EOO/Title IX Coordinator
Offer a bridge to support resources
Fulfill your reporting obligations by contacting the EOO/Title IX Coordinator
Dr. Smith

9. Role of Security Staff
Know the difference and follow the appropriate protocol
Housing Security
UGA PD
David

10. Collecting Necessary Information: Examples
Medical Transports
Student name/room #
Conscious vs. unconscious
Possible reason for transport if applicable
Hospital destination
Names of UGAPD officers
UGAPD case #
Advocate case #
Fire Alarms
Fire panel message
UGAPD case #
Resolution from fire department
Submit fire activation report
Submit Advocate report
David

11. Follow Up Submit duty report detailing the incident
Complete documentation as necessary
Send information to appropriate people
Follow up with student(s) and staff involved as necessary
Follow up with any maintenance requests to see if work order was processed
David

12. Follow Up Example: Medical Transport
The morning after a student has been transported…
RHD/GR/RA check to see if student has returned to the building
If student has returned: Check on their wellbeing and see if they need any further assistance or resources
If unable to make contact: Continue trying or have GR/RA assist
After making contact: Notify appropriate personnel via detailing the nature of the follow up, details of the conversation, and status of student
David

13. Facility/Maintenance Issues
Assess the situation
Determine non-emergency vs. emergency
Determine work order vs. calling emergency maintenance
David

14. Facility/Maintenance Issues: Main Campus
Office Hours Contact
After Hours Contact
M-F 7:30am-4:30pm
Work Control
Area maintenance staff directly
M-F 4:30pm-10pm
Second Shift STW by radio “2nd shift” or
M-F 10pm-7:30am
Emergency maintenance by phone
Friday 10pm-Monday 7:30am
David

15. Facility/Maintenance Issues: FGH
Office Hours Contact
After Hours Contact
M-F 7:30am-4:30pm
Work Control
Area maintenance staff directly
Note: Role of Security Central and pass code for area
M-F 4:30pm-7:30am
Emergency maintenance by phone
Friday 4:30pm-Monday 7:30am
David

16. Facility/Maintenance Issues: HSC
Office Hours Contact
After Hours Contact
M-F 7:30am-4:30pm
Work Control
Area maintenance staff directly
M-F 4:30pm-7:30am
Emergency maintenance by phone
Friday 4:30pm-Monday 7:30am
David

17. Case Studies
Let’s look at the following examples!
Dr. Smith.

18. Case Study: Wellness Check
Ms. Sanford arrives at the Creswell front desk because she has not heard from her son Bert in over three days.
She wants an RA to get in contact with her son.
What are the necessary steps to handling this situation?
Dr. Smith
Step 1: DA should check if student is FERPA restricted.
-If student is FERPA restricted inform parent that you have no information on this student and recommend possibly contacting UGA PD.
Step 2: If student is not FERPA restricted RA on duty can go up to students room but MAY not escort parent or key into room.
Step 3:If able to make contact with student inform student that their parent is concerned with them and is down in the lobby and would like them to make contact.
-If unable to make contact with student inform parent unable to make contact and to call UGA PD
Step 4: Have Incident documented in Advocate.

19. Case Study: Marijuana
The RA on Duty calls the GR/DI/RHD on duty because he smells marijuana on the 4th floor or Brumby.
What steps do you take in coaching the RA through this situation?
Dr. Smith
Step 1: Have RA call UGA PD.
Step 2: See if RA is able to determine where the smell is coming from.
Step 3: Ask RA to let you know when UGA PD has arrived.
Step 4: See if UGA PD was able to determine source of smell
Step5: if UGA PD is unable to determine source of smell ask for Case number and call the AC on call.
-If UGA PD is able to find source of smell and an arrest is made arrive to scene and collect necessary information to give to AC on call.
Step 6: Have RA document incident in Advocate.

20. Case Study: Maintenance
You receive a call from the RA on Duty because a shower in the Mary Lyndon 1st floor men’s restroom is running and will not turn off.
The RA on Duty is unable to turn it off by turning the handing but the water is draining appropriately and is not causing flooding.
Do we need to put our eyes on this situation?
Dr. Smith

21. Case Study: Maintenance
RA on Duty in Russell calls to report that there is water coming from a hallway custodial closet. The water is causing a flood in the rooms adjacent to the custodial closet.
How would you respond to this situation?
How do you handle requests for reimbursements to personal property damage?
Dr. Smith
See if RA can turn water off
Contact emergency maintenance
Arrive on scene
Locate wet vacs
Talk with residents – see if they report personal property damage
Personal property damage
Resident must keep items
Resident must contact the Finance and Administration department to file a claim with risk management.

22. Resources CA-RA Manual GR/DI/RHD Duty Binder
Policies:
Fire: S:\Resources\RPS\Fire Safety Forms
Staff Directory: ???
BSW Staff on Call: ???

23. Questions? Comments? Concerns?
Some questions to address that were submitted by staff:
How do I know when I have to physically respond to certain incidents? What can I handle over the phone?
Can we learn from each emergency by sharing what happened, what was done, and what could have been done differently?
How do we do everything we can and still engage the resident in a conversation about timing of their request vs. timing of our response?
Necessity vs. Want
How does game day affect duty?