BCD - ACD

Being Lead Staff-On-Call:

Common Scenario Practice

(a.k.a Behind Closed Doors)

Instructions

Instructions

Watch Each Clip Carefully; Based on Your Knowledge of Housing Policy and Procedure, Decide How You Would React as a Resident Assistant

Some Things to Consider When Making Decisions:

• What have you learned in prior training sessions? In your time as an RA?
• What does the Assistant Community Director Handbook suggest you do?
• What is best for the students involved? For the community?

Begin

The Situation:

“Hi, I’m really sorry to bother you on a Saturday night but was doing rounds in West and it looks like there is water leaking near the refrigerator on West 3 North, What should I do?”

What Would You Do?

Immediately Call Maintenance via Public Safety, Leak Unseen

You Respond To The Leak

Immediately Call Maintenance via Public Safety, Leak Unseen

Update:

Public Safety responds you get the following follow up call from the RA:"Hey, sorry again. Public Safety came and put a bucket under the leak, and it's fine now. He seemed really annoyed though"

NEXT

Respond To The Leak

Update:

The leak is a small leak, and placing a bucket under it seems to be fine. It is in a part of the kitchen that doesn't affect student rooms

What Would You Do Now?

It's Fine For Now, But We Should Monitor It

Small Leak in A Common Area, It Should Be Fine

Small Leak in A Common Area, It Should Be Fine

Outcome:

The leak is being caused by a loose pipe which continues to loosen, and eventually, the leak becomes a full flood. Because we were not monitoring it, and it doesn't affect student rooms, you don't get another call about it until a first-floor resident notices water pouring from their kitchen's ceiling. The damage is extensive, and now requires Woodard Disaster Control which is expensive.

Summary

It's Fine For Now, But We Should Monitor It

Outcome:

The leak is being caused by a loose pipe which continues to loosen, and eventually, the leak becomes a full flood. Because you have asked the RA to monitor it, they catch the flood on a building round. They call you again, and you respond and call maintenance. Damage is done, but it is minimal, and because we did not have to call Woodard, it is relatively inexpensive to repair.

Summary

Immediately Call Maintenance via Public Safety, Leak Unseen

Later Outcome:

The leak is being caused by a loose pipe which continues to loosen, and eventually, the leak becomes a full flood. Because you called Public Safety earlier, they take their time to respond, and are slow to call maintenance - they have already seen it. This causes more damage, and everyone is annoyed when they do finally get there.

Summary

What To Do:

Maintenance Issues

Any issue that needs a response should have a Lead Staff ResponseIf an RA calls about a maintenance concern that needs maintenance, Lead Staff should have eyes on it as well. This helps ensure that the response is appropriate and that it gets handled correctly by our department's standards. Triage in the Interim While waiting for maintenance staff, try to stop-gap the situation as best as possible. If there is a water leak can you dam the water or use a container to catch it? If a fuse is blown, can you grab a flashlight? These interim measures will not only resolve the issues faster when maintenance arrives but can prevent or reduce costly repairs due to damage. Close the Communication Loop When major incidents occur, always close the loop of communication, making sure that everyone who needs to be aware, is. This typically will include your backup via phone call, as well as Anna, and the Community Director for the area of the incident (via email). Know the incidents you need to call your backup for, and when you do need to call, do so as soon as possible. Remember the Difference Between On-Campus and Off-Campus Response Off-Campus - Call Emergency Maintenance: 314-730-0049 On-Campus - Call Public Safety for Maintenance: 314-968-7430

Next Scenario

Replay Scenario

The Situation:

“This is the RA On-Call for Maria, the resident in 452 thinks they have bed bugs”

What Would You Do?

Move Residents Immediately

Get Some Additional Information

Move Residents Immediately

Update:

As You Are Preparing To Move The Resident: "I saw it with my own two eyes, it was like the size of a nickel, it bit me"

You've Already Told The Resident You're Going To Move Them. What Do You Do Now?

Move Foward With the Move Unassisted

Better Call Backup

Get Some Additional Information

Update:

As You Talking To The Resident: "I saw it with my own two eyes, it was like the size of a nickel, it bit me..."

Choose a Variation:

Update:

"At least I think it was that bug, but look at this bite on my shoulder"

What Do You Do Next?

Call Your Backup

Move the Resident

Update:

"At least I think it was that bug, but look at this bite on my shoulder"

What Do You Do Next?

Call Your Backup

Tell The Resident They Don't Have Bed Bugs

Better Call Backup

Outcome:

Your backup arrives and accesses the bite and gathers additional information from the resident; based on their knowledge the come up with a plan that works for everyone

Summary

Move the Resident Unassisted

Outcome:

You use all of your knowledge to make the best decisions you can, and do a great job! You end up placing the female student in an empty room... unfortunately it was in a male suite.

Summary

Tell The Resident They Don't Have Bed Bugs

Outcome:

The next morning in the ACD Group Chat you see one of your peers have screenshotted the following tweet they saw on their twitter feed:

Summary

What To Do:

Bed Bugs

Bed Bugs

• Unfed adults are mahogany; engorged bed bugs are red-brown.
• 6 Legs with antennae
• 1/4 Inch
• Beds with bedbugs usually have blood dotted sheets

Know What Bed Bugs and Bed Bug Bites Look Like Try To Find Out Additional Infomation About Where They Came From - And Know The Bed Bug Myths If we believe a student has encountered bed bugs, try to find out if they have had contact with any infested or used furniture recently, as this is the most common form of transfer. Bugs are typically spread through contact with infested fabric-based furniture such as beds, couches, and armchairs; they cannot be passed by casual human contact. Follow Proper Bed Bug Procedure:

1. If a room is suspected to have bedbugs, we will temporarily relocate the residents of it. The following steps should be taken:
2. Document any bites, bugs, or evidence thereof of with pictures
3. Have the Resident pack a bag for 3-4 days worth of needs - it is ideal that they not return until after the room has been either treated or confirmed to be bug-free. They do not need linens - we will provide a linen kit
4. The Resident should wash any fabric belongings in hot water and dry them on the highest dryer setting. Place stuffed animals, shoes, and other items that can't be washed in the dryer and run on high for 30 minutes.
5. Provide the student with a linen kit and call your backup to find a location to move them to. DO NOT MOVE STUDENTS WITHOUT CONSULTING YOUR BACKUP. This step will likely include contacting residents in the temporary placement, which you may be asked to assist with.
6. Bed Bug Bites pose no health hazard, but you can recommend the purchase of a topical cream for itching
7. Put in a Work Order for the potential bed bugs, including any pictures you took
8. Close the loop - be sure to email Anna, the Community Director of the Area, and Elissa to them know.
9. Encourage the resident to visit health services during business hours to determine unknown bites

Bed Bug Bites:

• Red, Itchy bites on the skin, usually on the arms or shoulders.
• Strategically linear bite pattern
• Bites are more of a nuisance than a health hazard

Next Scenario

Replay Scenario

The Situation:

"Uh hi. This Is Public Safety. We got a call from the RA asking for an ambulance to East 407A..."

What Would You Do?

Call th RA an and Talk Them Through the Transport

Go to the Incident

Go to the Incident

Update:

"...All we know at this point is that we think the resident is named after a month, maybe June, and that it is related to mental health"

What Would You Do Now?

Calls the RA: "Tell Me A Little More About the Incident"

"Thanks for Letting Me Know, I'm On My Way"

Call th RA an and Talk Them Through the Transport

Update:

"It's May Moore, she's kind of upset and asked for an ambulance so I called the ambulance for her"

What Would You Do Now?

"Sounds Like You Got It, Send Me The Resident's Info"

Go To The Incident

"Thanks for Letting Me Know, I'm On My Way"

Outcome:

You get there just as May is being transported. Because she is already in the ambulance you are not able to get a lot of information. You spend the next several minutes after the ambulance leaves trying to piece together information, and when you call your backup, you need to get even more.

Summary

"Tell Me A Little More About the Incident"

Outcome:

The RA gives you information - including that the resident is named May, not June. You ask them to gather a few more pieces of information as well until you can get there. You get there just as May is being transported, but because you asked the RA to gather information, only need to ask her a few quick additional questions. You call your backup to let them know and information quickly gets up the pipeline.

Summary

Go To The Incident

Outcome:

You get there and May has left already, and all the RA can tell you is what they told you over the phone. You scramble to try to piece together information, but this leads to a delay in communication.

Summary

"Sounds Like You Got It, Send Me The Resident's Info"

Outcome:

You walk into the Housing Office in the morning to Anna making this face:

She is on the phone with Nancy Hellerud, the Vice Provost of the university, and she is not thrilled that she was not made aware of a student transport...

Summary

What To Do:

Transports

Each Situation Is Unique, But There Are Some General Guidelines:

Try to Get as Much Information As Soon As Possible When responding to transports, timely information is key. Depending on the way the situation is unfolding, we may only have a few minutes to collect valuable information. Key questions to ask the second you can include:

• What is the student's information (Name, Room Number, Student ID)
• What happened and what is the severity of it?
• Has EMS/Public Safety been called? Are they in route?
• Does the student have a preferred hospital (Remember - all mental health transports go to St. Mary's)
• Who is going with the student? Do they have a contact that can keep us informed of any changes?
• Are the resident's parents aware? Would they like us to call them?

Primary Leadership Staff Always Respond to TransportsTransports always require leadership staff response, and depending on the situation, may require Backup response - the sooner you can loop them in the better!Remember The Transport Procedures

• Staff (RA or Lead Staff) Cannot Transport a Student
• Mental Health Transports ALWAYS go to St. Mary's
• Lights on camps mean you need to call up ASAP

Close The LoopRemember to close the loop both with professional staff and with any students (including the RA) who may have been present during the incident. We want to take care of all of our students not just the one who is being transported

Conclusion

Replay Scenario

Conclusion

No situation is 100% by the books, but a few quick tips can always help you feel the most prepared for any situation:

• Be Prepared -Read and know all of the housing and student code of conduct policies as well as the theory behind them - sometimes you will have to act more in the spirit of a policy rather than by its specific text.
• Act For A Clear Conscience - Act in a way that would make you, your role model, and Anna proud
• When In Doubt Document - The more information you can provide about an incident, the better. We can always subtract, but once an incident report is submitted, we cannot add to it.
• Use Your Resources - Your fellow ACDs and your Backup are always willing to answer questions and help you out. Better to ask for it and not need it, than to need it and not ask