1. Crisis Management and Emergency Procedures
Rob Perez, Associate Director
Blake York, Area Coordinator
Hannah Mountford, Residence Hall Director

2. overview Duty expectations Consulting up Duty zones & info
Priority levels
Collecting Necessary Information
Room changes
Duty reports
Follow up
Working with housing and university partners
SAR Protocol
Resources
Rob

3. Duty Expectations
Know when you have a duty shift & that you have the duty phone and other resources
Answer all duty calls and respond appropriately and in a timely manner
RHD/Coordinator/GR/DI: if off campus, need to be able to respond to scene in 10 minutes
Depending on the severity of the incident, please put eyes on the situation or show up to assist staff
You need to be in a state to think & act critically with full faculties
Remember that you’re the expert for the staff who report to you
Follow up and close the loop with documentation and notification during duty & after
Duty reports are due by 9:00am the following morning, including when flexing time in the morning
Rob

4. Consulting Up
Crucial to an effective communication process at multiple levels
Call with plans you intend to take to resolve an issue, when possible
All 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?
During the day: The SC/AC/AD of your community
After hours: The SC/AC/ad on duty
Rob

5. Executive Director (Team E)
Duty levels
Executive Director (Team E)
Associate Directors (Team D)
Senior/Area Coordinators (Team C)
Hannah
RHDs/Coordinator/GRs/DIs (Team B)
Resident Assistants (Team A)

6. Duty zones Zone 1 Creswell Community Reed Community
Oglethorpe House (O’House)
Zone 1A- Creswell Community
Duty phone#
Zone 1B- Reed Community and O’House
Duty phone#
Zone 2
Health Sciences Campus (HSC) Comm
East Campus Village (ECV) Community
University Village Community
Zone 2A- East Campus Village Community
Duty phone#
Zone 2B- HSC and University Village Community
Duty phone#
Zone 3
Brumby Community
Myers Community
Hill Community Lower 5
Zone 3A- Brumby Community
Duty phone#
Zone 3B- Hill Community Lower Five Buildings and Myers Community
Duty phone#
Hannah

7. Duty Zone Info RHD/Coordinator Duty (Team B) GR/DI Duty (Team B)
Sunday PM – Friday AM
5:00PM – 8:00AM for each shift
GR/DI Duty (Team B)
Friday PM – Sunday PM
5:00PM – 5:00PM
Hannah

8. Priority Level I
Priority Level I
Death of resident
Suicide ideation/attempt
Rape/Sexual assault
Weapons
Assaults involving staff
Fire-significant damage
Flooding or significant
facility damage
Major drug incident
Incidents you should not hesitate to wake someone up and provide them with the details of the incident.
Incidents that the Associate Director(s), 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
RA contacts RHD/CRD/GR/DI
GR/DI contacts S/Area Coordinator or RHD
RHD/CRD or S/AC contacts Associate Director
Associate Director contacts the director of RPS (if M-F, 8am-5pm)
AD/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.
Blake

9. Priority Level II
Priority Level II
Alcohol poisoning
Hospital Transport
Arrest
Bomb threat
Emotional/Psychological 
Breakdown
Fire-small (door decs/bulletin
Board/etc.)
Major vandalism
Physical assault
Incidents that the Associate Director needs to be notified of ASAP.
The Associate Director will contact the Director of RPS/Executive Director of University Housing with details of the incident.
The Executive Director of University Housing will determine how/when to communicate this information to others outside the department.
Consulting up chain
RA contacts RHD/CRD/GR/DI
GR/DI contacts RHD/CRD/Senior/Area coordinator
RHD/CRD/AC contacts Associate Director
Associate Director contacts the Director of RPS/Executive Director of University Housing
Blake

10. Priority Level III Priority Level III Emergency Maintenance Problem
Reported or confirmed
eating disorder
Terminations
Unidentified packages
Thefts
Incidents that an Associate Director needs to be notified of in a timely manner.
If an incident occurs after hours
Determine if an Associate Director 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 calling the Associate Director in the afterhours.
AC/SC should be contacted
Consulting up chain
GR/DI contacts RHD/CRD/SC/AC
RHD/CRD/SC/AC contacts Associate Director
Blake

11. Collecting Necessary Information: Examples
Medical Transports
Student name/room #
Conscious vs. unconscious
Possible reason for transport
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
Hannah

12. Emergency room change Why might a room change be a necessary option?
Finding an available room in starrez
Room readiness - Always go look at the space!
Communicating with front desk staff about room use
Access to community
Consulting up
Communicating with hall staff
Blake

13. Documenting incidents
Duty reports
Due by 9:00am, even when flexing time in the morning
Send to: distribution lists currently being discussed & who is on those lists
Format: currently being discussed
Incident entry headings
Student issue/facility issue/staff issue/access issue/misc issue
Incident details
Keep information concise when it’s a student/staff issue
Include advocate/work order #s
Examples:
1:23am Student issue/creswell hall
I was contacted about a student in creswell hall regarding a student that was expressing suicidal thoughts. I responded to scene at 1:35am and worked with UGAPD and CAPS to address the situation. I left scene at 2:15am. Advocate Report # Police report #12345. 
3:00am facility issue/O-House 
I was contacted by RA Pebbles flintstone about a leak from the ceiling in room 323 that had increased during the night. I went to scene to assess the situation and contacted maintenance to address the issue. Pig pads were placed on the floor to absorb water and a trash can was placed under the leak. Maintenance arrived on scene at 3:30am. It was determined that the issue needed to be addressed during the day. Residents were updated and informed if leak got worse to notify the ra on call. Work request # I left scene at 4:00am.
Rob
Discussing distribution lists
Duty Log format being discussed and who needs information
Ask staff their thoughts on the format/additional information s

14. Follow Up for duty/community staff
Complete documentation as necessary (Advocate/work request, etc.)
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
Hannah

15. 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.
This additional information could be uploaded in the advocate case
Rob

16. Partners Never alone when confronting a crisis situation
Housing partners
Fellow RPS staff
Housing security guards
Facility/BSW staff
University partners
Uga pd
CAPS
Rob

17. Facility/Maintenance Issues
Assess the situation
Student perspective vs. Professional perspective
Determine non-emergency vs. emergency
Determine work Request vs. calling emergency maintenance
Blake

18. Facility/Maintenance Issues: Main Campus
SAVE THESE NUMBERS
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
Blake

19. Facility/Maintenance Issues: UV
SAVE THESE NUMBERS
Facility/Maintenance Issues: UV
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
Emergency maintenance by phone
Blake

20. Facility/Maintenance Issues: HSC
SAVE THESE NUMBERS
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
Blake

21. Role of Security Staff University Housing security
Shifts are 9:00pm – 6:00AM
Will walk the perimeter of halls, adjacent parking lots, check doors, & more
Do not have the authority to arrest
UGA PD
Collaborative effort to keep communities safe
Police take the lead in situations
Full authority to arrest
Entering student rooms
Blake
Questions:
When can UGAPD enter a room?
The room/apartment is vacant
Police are in possession of a search warrant valid for those premises
Invited or permitted to enter by the resident(s) [for housing staff, this includes maintenance work requested by a resident]
Ample warning has been given of inspections for custodial, maintenance or safety reasons
There is an emergency where housing staff have reason to believe entry may be necessary for life and safety
What is the jurisdiction of UGAPD?
Any Board of Regents property (primary) and 500 yards zone around that property (secondary)

22. Counseling and psychiatric services (CAPS)
CAPS Liaisons
After hours support
UGA PD coordinates contacting CAPS after hours
Student speaks with caps over the phone
Service available to speak with student in person (via off campus agency)
You may/may not get information from uga pd/caps regarding conversation with student and follow up steps…so ask
Rob

23. 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
Keener to talk with staff about a Res Life person being on the SART team
Rob

24. Let’s look at the following examples!
scenarios
Let’s look at the following examples!

25. scenario: Wellness Check
Mr. west calls the reed front desk at 10:00 pm because he has not heard from his daughter north west in over a week.
he wants an RA to go to her room and see if she is in there.
The ra contacts the rhd/crd/gr/di on call. 
What are the necessary steps to handling this situation? 
Does this situation change if north west's roommate says she hasn't seen north west in over a week as well? 
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 if the parent showed up in person or key into room. 
Step 3:If able to make contact with student inform student that their parent is concerned with them 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.  
Add additional information: After group has processed some, add that Mr. West has shared that his daughter mentioned being depressed and has a history of suicidal thoughts. 

26. scenario: Potential drugs
The RA on Duty calls the GR/DI/RHD/CRD on duty because she smells marijuana on the 4th floor oF Brumby.
What steps do you take in coaching the RA through this situation?
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. 

27. scenario: abusive relationship
You receive a call from the RA on Duty because a resident reported that they overhead yelling, crying and loud noises coming from a room down the hall.  the resident shared that a resident had their partner over and similar noises like this have been heard before and the resident of that room has appeared with bruises on their arms in the last few weeks.
The RA on Duty knocked on the door and no one answered. 
What should happen in this situation? 

28. scenario: Maintenance
RA on Duty in brown hall 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? 
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.
Before this happens, an should be sent to Rick, Vance Silcott giving them a heads up on the situation.  Vance needs our documentation of the incident.

29. scenario: student death
The ra on call calls you at 1:30am to inform you that a resident returned to their room and found that their roommate wasn't breathing and appeared to be deceased. The RA called UGA PD. 
What steps do you need to take to assist with this issue? 
What resources need to be utilized? 

30. Resources
CA-RA Manual   ramanual_2017.pdf 
GR/DI/RHD Duty Binder 
Policies:
Fire: S:\Resources\RPS\Fire Safety Forms
Staff Directory: Shared drive

31. 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?