derailing damages

DERAILING DAMAGESGetting Your

CommunityBack on Track

NEACUHO Annual ConferenceNortheastern University June 8, 2012

Introduction• Westfield State University - Overview • Facts and figures

• Damages, a community concern

2007-2008 2008-2009 2009-2010 2010-2011$0.00

$5,000.00

$10,000.00

$15,000.00

$20,000.00

$25,000.00

Courtney Hall

Overview• The Need: Change of Action And Attitudes

Students did not take responsibility for their actions, and largely did not seem to understand the issue with Damage

•The Answer: RestrictionsIt became clear that a student’s privileges matter more than the pocketbook

Tiered Response: 1. Reminder 2. Warning 3. Quiet Hours4. No Off-Campus guests5. No Non-Residents in building

Development•The Challenge: Fairness

With a variety of different buildings, it became imperative to create a system that was fair for all residents

•The Answer: Cost Per Resident

• Damage charge averages would trigger the responses at certain Cost Per Resident price points

InitiationProfessional Buy-In• RDs & RAs

DutyAccountabilityResources

• Facilities•Maintainers• Public Safety

•Responding to ConcernsOpen Forums

Roadblocks• The Timeline

Implementation

First enforcement

Evolution of Attitudes

Roadblocks•The Outliers

Too much, too fast

Those who don’t mind damage

Guests & Visitors

Roadblocks• Anger

StudentsParents

Staff

“Wow this is ridiculous, why should i get punished for something that i did not do?

….I'm just saying maybe you should think of a new strategy this hall is already turning into a prison

….and you should call it an administrative response plan not a community response plan because i don't think the community has much say in the response

plan that you implement.”

“Last night, she called us hysterical after her section meeting because of the possible lock down…

The students that are running up the bill are not going to be phased by this lock down, it is the students such

as my daughter who it will effect …

My husband and I have been thinking of different things that could be done…

One such thing would be not allowing pizza to be brought into the building

...costly surveillance cameras outside of the bathrooms to monitor those coming and going

… I just know that I had trouble sleeping last night because she was so upset.”

Success• Damages

Raw numbersAmounts billed out to responsible residents

Success• Damages

Apartments Courtney Davis Dickinson Lammers Lansdowne New Hall Scanlon$0

$5,000

$10,000

$15,000

$20,000

$25,000

2008-2009 2009-2010 2010-2011 2011-2012

Success

Wee

k 1

Wee

k 2

Wee

k 3

Wee

k 4

Wee

k 5

Wee

k 6

Wee

k 7

Wee

k 8

Wee

k 9

Wee

k 10

Wee

k 11

Wee

k 12

Wee

k 13

Wee

k 14

Wee

k 15

Wee

k 16

Wee

k 17

Wee

k 18

Wee

k 19

Wee

k 20

Wee

k 21

Wee

k 22

Wee

k 23

Wee

k 24

Wee

k 25

Wee

k 26

Wee

k 27

Wee

k 28

Wee

k 29

Wee

k 30

Wee

k 31

Wee

k 32

Wee

k 33

$0.00

$500.00

$1,000.00

$1,500.00

$2,000.00

$2,500.00

$3,000.00

$3,500.00

$4,000.00

2010-2011 2011-2012 Average

Success• Survey Results & Retention

• Reporting of Damages

• Personal Responsibility

Continuing• Advancement & New Offerings

Bulletin BoardsCleaning SuppliesFuture improvements

• Changes to Damage Billing• Knowledge at Opening & Year Two

Opportunity• Price-points

History vs. Goal

• Getting the message outMaintainersOrientationParents

• Intangibles

Opportunity• What does your campus need?

Your challenges and hopes

• ShareholdersWho needs to be on-board?

•The Stakes What would make your students change

Questions?

THANKYOU!