8/9/2019 RA Manual 2010

1/64

1

Keystone CollegeOffice of Residence Life

Resident Assistant Manual

Putting the Pieces Together2010-2011

8/9/2019 RA Manual 2010

2/64

2

Table of Contents

Welcome to Residence Life!Mission of Residence Life.4Goals of Residence Life..4Residence Life Staff...5

RA Responsibilities and DutiesJob Description..6Residence Life Committees....9Code of Ethics and Expectations...10Professional Relationships.12The RA Universe..13Time Management and You..14

Building your CommunityCommunication Skills.15Community Development..20Floor/Building Meetings....21Roommate Agreements22Community Agreements.25Conflict Resolution.27Roommate Conflict and Mediation..29Confidentiality31

Administrative Duties and TasksOpening and Closing Procedures32Room Condition Inventory Forms....35On-duty Logs.37College Email37Maintenance and Work Orders.38

On-Duty Responsibilities and Student ConductRA On-Duty ..39SRA On-Call41Asst. Directors / RDs On-call.40The role of the SRA /RA41Master Keys and Usage.43Documenting Situations....44Why do we Document?................................................................................46Approaching Students..46Be Assertive!................................................................................................47Confrontations48The Office of Student Conduct..51

8/9/2019 RA Manual 2010

3/64

3

Policies and ProceduresAlcohol Situations.52Drugs and Illegal Substances..54Counseling Issues..55Crisis Management..61

Medical EmergenciesSexual Assault

Mental Health IssuesAttempted SuicideDeath of a Student

Programming.64

Peer Mentoring91

Supplemental Information

8/9/2019 RA Manual 2010

4/64

4

MISSION OF RESIDENCE LIFE

The mission of the Office of Residence Life is to encourage theeducational and personal growth of all students. This is accomplished by

facilitating residential communities that support both curricula and co-curricula experiences. Students have an opportunity to live in a diverse, funand safe living-learning environment. Activities and opportunities within theresidence halls are provided to stimulate intrapersonal and interpersonaldevelopment and growth. The Office of Residence Life at Keystone Collegestrives to create a student-centered community to enhance their collegeexperience.

Achieving the Mission

In order to achieve the mission, the Residence Life Staff at Keystone Collegewill focus on of a series of goals and objectives designed to stimulate thestudent population.

GOALS OF RESIDENCE LIFE

1.

Enhance the academic environment in the residence halls throughprogramming efforts and the development of living / learningcommunities.

2. Provide students opportunities for personal growth through embracingdiversity, spiritual connections, self reflection and leadershipinvolvement.

3. Provide students a pleasant and home-like atmosphere to residethrough reviewing current housing trends and obtaining studentfeedback to improve facilities.

4.

Retaining resident students through superior dedication and servicesto the students.

5. Developing student awareness to create responsible, well educated andcontributing members of society.

8/9/2019 RA Manual 2010

5/64

5

RESIDENCE LIFE STAFF

Dr. Robert Perkins: Vice President of Student Affairs and Dean of Students

Ken Lastowka, Assistant Director of Residence Life and Coordinator of Student Conduct

Nicole Winkler, Assistant Director of Residence Life and Coordinator of Housing

Leslie Frishberg, Resident Director and Coordinator of the Sophomore Year Experience

Lori King, Resident Director and Coordinator of the First Year Experience

Jason Geadrities, Resident Director and Coordinator of Intramural Sports and Recreation

Davis HallBrackney Brotzman 201 x8716

Nicole Winkler ASST x8629

RD Cell 840-9103

Frear/Reynolds HallLarry Clark F 104 x8673

Melissa Carestia, SRA F 304 x8668

Aliah Roseman R 214 x8792

Malcolm Boone R 314 x8803

Ken Lastowka ASST x8271RD Cell 840-0807

Hollinshead HallDenise Gans-Torruellas 305 x8606

Jason Geadrities RD xTBA

RD Cell TBA

Keystone CommonsRobert Griffin, SRA 112 x8064

Rachel Smith 212 x8081

Nicole Winkler ASST x8274

RD Cell 840-9103

Moffat Hall

Kurtis Beaver 106 x8710Mike Evans 119 x8712

Kendra Bianchi 206 x8766

Carly Dibble 219 x8752

Jason Rhine 306 x8740

Steve Hardnett 319 x8727

Lori King RD x8279

RD Cell 840-3228

Tewksbury HallChuey Moua 305 x8621

Leslie Frishberg RD x8773

RD Cell 840-9254

RD On-Call Cell 840-8473

Res Life Office x 8271

Housing Office x 8274

Campus Safety x8077

Emergencies x8989

Cell 840-7458

Community Relations Cell 614-6970

Cell PhonesKurtis Beaver (610) 804-9526

Kendra Bianchi (518) 364-8497

Malcolm Boone (845) 283-0858

Brackney Brotzman (607) 341-2513

Melissa Carestia (908) 601-7397

Larry Clark (908) 659-6305

Carly Dibble (570) 906-1010

Mike Evans (570) 575-8105

Denise Gans-Torruellas (614) 403-1220

Robert Griffin (908) 752-5947Steve Hardnett (813) 305-9184

Chuey Moua (603) 391-9673

Jason Rhine (717) 514-8814

Aliah Roseman (570) 205-3329

Rachel Smith (570) 606-9448

Dr. Robert Perkins x8251

Cell 241-5189

8/9/2019 RA Manual 2010

6/64

6

RESIDENT ASSISTANT POSITION DESCRIPTIONKeystone College - Office of Residence Life 2010-2011

Position Description:Resident Assistants (RAs) are full-time undergraduate students who live,interact and learn with their peers in a residential community as staffmembers of the Office Residence Life. Resident Assistants are chosen onthe basis of excellent leadership, strong interpersonal skills, responsibility,and the ability to reach out to students and to further the growth of theirown personal development. The goal of a RA is to help stimulate personaland academic growth and to develop a strong community within theresidence halls.

RAs are expected to:1.

Assume RA duties on Tuesday, August 17, 2010 and ending no earlier thanSaturday May 14, 2011.

2. Support the goals and expectations of the Office of Residence Life through themission statement and carry out their job duties accordingly.

3. Be available and visible to residents and fellow staff members.4. Maintain a GPA of 2.5 or higher at time of application and through the

employment period.5. Follow the policies as outlined in the Student Handbook, Resident Assistant

handbook and the Housing Contract.6. Function as a positive role model at all times and abide by the ethical standards

set forth for this position.7. Demonstrate a high level of maturity, sound judgment, emotional stability and

flexibility.

RAs are required to perform a wide variety of tasks which include five major areas ofresponsibility:

Community Development

1. Aids new students in their orientation to residence life and to the collegeenvironment, acquainting themselves with the residents and their interestsand concerns.

2. Is approachable and available to students, providing guidance in the challenges ofinterpersonal relationships, and maintains a relationship with residents based ontrust and confidentiality.

3. Observes individual behavior and responds accordingly to issues such as healthconcerns, academic success, individual differences, seclusion/depression, as wellas time and stress management.

8/9/2019 RA Manual 2010

7/64

7

4. Observes group behavior and responds accordingly to roommate situations,respect for individual differences, and acclimation to community style living.

5. Notifies the proper sources when assisting in a counseling situation.6. Serve as a liaison between the students, the Office of Residence Life and other

college offices.

Student Development / Programming

1. Actively develops educational, social, spiritual, recreational, emotional, andcultural programs both on your floor and throughout the building. RAs shouldevaluate student needs in order to effectively plan, initiate, advise, and participatein programs, as well as those of Inter-Hall Council.

2. Participates in office and staff sponsored activities and programs as requested.3. Completes all programming requirements as outlined by the Office of Residence

Life.4. Uses campus resources (Student Activities, Health Services, Diversity etc.) in

planning programs.

Administrative Duties

1. Attends, as required, all pre and In-service training sessions and other scheduledstaff meetings and workshops. There will be a weekly staff meeting as well as in-services on a monthly basis.

2. Is familiar with all forms, policies, procedures, and the staff manual.3. Aids the Office of Residence Life and all RDs, regardless of assigned buildings,

with delegated administrative work such as room inventory/inspection, hallopenings and closings, and maintenance requests.

4. Contributes to effective lines of communication with other RAs, the RDs, and the

Office of Residence Life.5. Assumes responsibility for hall supervision and residence communitysafety/security, particularly on scheduled duty nights.

6. Takes responsibility for helping to maintain safe, clean, and comfortable livingfacilities.

7. Checks mail, voice mail and email on a daily basis to keep up to date on allinformation.

8. Conducts floor meetings on a regular basis to inform students of pertinentinformation.

9. Completes all training and staff development requirements as outlined by theOffice of Residence Life.

10.

Each staff must work with their RD to make sure he/she fulfills theirprogramming requirements during the semester.

11. Each RA will be on duty once a week from 8 PM to 8 AM as well as weekends on arotating basis.

12. Each RA will do rounds through the residence halls during their duty night.During the week, three rounds will be done between 8 PM and 2 AM. During theweekend four rounds will be done between 8 PM and 2 AM.

13.When doing rounds, the RA must fill out a duty log and document any incidents.14. Each RA will have three (3) scheduled office hours a week.

8/9/2019 RA Manual 2010

8/64

8

15. Responsible for signing in/out the master key on their scheduled on-duty nights

Discipline and Leadership

1. Knows and follows the rules, regulations, and policies of the Office of ResidenceLife and the College.

2. Helps students to understand the rules, regulations and policies and applies themto their own actions.

3. Helps develop and maintain an atmosphere conducive to academic achievement.4. Handles disciplinary situations as they arise

a. knows and adheres to rules, regulations, and policiesb. confronts all policy violationsc. knows and uses forms related to disciplinary actionsd. knows when to refer disciplinary cases

5. Resolves conflict situations as they arise. Mediates roommate conflicts andreports all incidents to the Resident Director.

6. Each RA will follow the proper chain of command when reporting situations in theresidence halls, and will be responsible for handling most minor incidents

including noise and visitation violations

Source of Information

1. Knows campus agencies to which students may be referred for personal,academic, or social concerns

2. Is familiar with staff, location, and the extent of services available within thevarious offices

3. Understands appropriate procedures of referrals4. Relays information from the Office of Residence Life and other offices

concerning activities and programs.5. Initiates, coordinates, and facilitates the integration of college faculty and

administration within the residential community6. Knows the student code of conduct described within the Student Handbook

and the sanctions imposed for violations of the code.5. Understands the Student Conduct system and can explain it to the students

should the need arise.

8/9/2019 RA Manual 2010

9/64

9

RESIDENCE LIFE COMMITTEES

Details:

Each RD chairs a committee. Each committee consists of a RD and 2-3 RAs Each committee meets at least once a month to discuss issues and ideas Committee ideas and goals would then be presented at Res Life all staff meetings Every RA must sit on one committee

Committee Areas:

Entertainment and Recognition: includes birthday banners, cards, banquets,RA and housekeeping appreciation weeks, staff socials, trips and departmentevents, Residence Life documentation-pictures

Go Green Initiative: includes working with facilities, the college andstudents to help further the mission of the college to use more renewalenergy, environmentally safe products and make the residence halls a leaderamong campus green initiatives

Diversity and Programming: includes planning activities and events thatpromote diversity, building community and increasing multi-cultural awareness

Purpose:The purpose of the committees is to strengthen Residence Life at Keystone

College, providing RA input and ideas, helping to create a better residential environmenton campus and helping to foster a better working relationship between the Residence Lifestaff and the campus community.

8/9/2019 RA Manual 2010

10/64

10

CODE OF ETHICS AND EXPECTATIONS

I recognize and understand that this statement provides set standards andexpectations to help guide my personal and work related behavior as a member of theResidence Life team at Keystone College. I hereby commit to maintain my own integrity,the integrity of the RA/SRA position and the integrity as a representative of KeystoneCollege by abiding by the ethical standards below. I realize that if I fail to uphold thesestandards, it may result in consequences regarding my position as a RA/SRA.

Responsibility to Students:1. I will treat students with respect and dignity. I will help to assist students in

becoming better students and responsible members of the campus community.2. I understand that students will look to me as a role model as my life will be in the

fishbowl. I will do my best to keep an open mind, remain positive and encourage

diversity. I will model positive behaviors, treat all students fairly and show andteach respect.

3. I will fulfill all of my RA obligations consistently to the best of my ability and in amanner that will bring forth respect from residents, parents, peers, and anyoneelse I may come into contact with.

Responsibility for Personal Growth:1. I will perform the function of my position consistently and take responsibility for

my actions. I will know my limits and acknowledge and attempt to improve uponmy weaknesses.

2.

I will take responsibility for my actions. I will know my limits and willacknowledge and attempt to improve upon my weaknesses.3. I will offer and accept constructive criticism in a positive manner as to better

myself, the staff and the department. I will avoid being negative and destructiveunless I am prepared to put something greater in its place.

4. I will place great value on my own name, my job and my reputation.5. I will make the most of the opportunities presented to me by the position,

approach the position with an open mind and learn from the experiences.

Responsibility to your fellow Staff:1. I will work as a team member, maintain open communication with other staff,

confront and/or report any misconduct amongst staff members, be dependableand be part of the staff support system.

2. I will be consistent, respectful, and supportive of other staff members. I will treat othersas I wish to be treated. I will not undermine the authority of other staff in the presence ofstudents/others.

8/9/2019 RA Manual 2010

11/64

11

Responsibility to the Office of Residence Life:1. I will be supportive of both my position and my department. I understand that if I

act in an unethical or inappropriate manner, it not only undermines my credibility,but also each and every member of the Residence Life Staff.

2. I will be truthful in my interactions with peers, supervisors and representativesfrom other departments of the college.

3. I will remain constant to the policies as stated in the Student Handbook and in theResident Assistant manual.

Responsibility to Keystone College:1. I will help to promote a positive imagine of the College and encourage school

spirit.2. I will assist in engaging the students in campus life through encouragement of

participating in campus activities, student leadership opportunities andcampus/community volunteer efforts.

We ask you to serve in your position with a clear conscience and a driving desire toperform beyond your expectations. In order to realize the potential that you possess as an

emerging leader, you will need to go above and beyond the required amount of work.

Use you previous experiences, your values, these expectations and standards, feedbackfrom your supervisor and support from fellow staff members as tools for your success!

Each of you, as a member of the Residence Life staff, offers your enthusiasm, energy andskills to help make all that we do successful. Incorporate these standards into your livesand we will have a strong foundation in Residence Life in which we can build and makethings even better here at Keystone!

8/9/2019 RA Manual 2010

12/64

12

PERSONAL RELATIONSHIPS

As a Student: It is your number one responsibility to keep your grades up, attend classes

and prioritize your school work. This is the reason you came to Keystone College in thefirst place, to get an education. If you find yourself struggling, utilize campus resources!

With your Residents: REMEMBER YOU ARE NOT PROFESSIONAL COUNSELORS!Many of you became RAs because you wanted to help the students around you. Listeningto academic and social concerns that occur in the residence halls is a large part of the RAjob. While it is important to listen to the needs and concerns of your residents, you needto know when to draw the line and ask for help! That is what your Asst. Directors, RDs orcounselors are here for!

Do not let personal relationships interfere with your job performance. Set clearboundaries with your residents and maintain them. Avoid gossiping about fellow RAs,staff or students in front of your residents. This will only damage your reputation or thesituation at hand.

With the SRAs: SRAs are here to help you! They are experienced and have been in yourshoes! Feel free to ask them questions regarding the position and look to them or yourAsst. Director/RD for guidance. If you have any concerns or ideas regarding the RAexperience, talk it over with them. The SRAs will then talk it over with the Asst. Directors/RDs.

Asst. Directors / RDs: Theyve been there, done it and seen it all! Each of the Asst.

Directors /RDs have been in your shoes at one point in time. They have experience in thefield of student affairs and are here to ultimately guide and help you. If you have anyquestions regarding the job, students or academics, pretty much anythingtalk it overwith the Asst. Directors/RDs.

Campus Safety / Community Relations: Always treat the officers with respect. You willbe working with them when you are on-duty. Get to know them and develop a goodworking relationship. Make sure you keep the lines of communication open. When youare doing your rounds, stop by the Campus Safety Office and check-in. This will help torelay information and better identify possible problems or situation. When an officer

responds to a situation, introduce yourself as the RA just in case they do not already knowyou.

With your fellow RAs :Always remember there is no I in team. Remember that youare part of a team and should function as such. Trust and support your fellow RAs andutilize them whenever you need help.Always respect each other! There will be timeswhen you may disagree, but always keep the respect you have for one another. Leavepersonal differences out of staff matters!

8/9/2019 RA Manual 2010

13/64

13

THE RA UNIVERSE

Some keys to becoming a successful RA:What to do

Be on time for all meetings!

Be respectful to all Res Life staff members, students and parents

Any questionsif you are not sure about something, ASK!

Pay attention!

Address any issues that you feel need to be discussed. It is better to getthem out into the open than to push them aside where they could growinto bigger problems or issues

Offer suggestions and feedback

Communicate in a respectful, non-confrontational and clear manner

Maintain a positive attitude at all timesWhat NOT to do

Be late!

Miss any scheduled meetings or trainings without the approval of theAsst. Directors or RDs

Disrespect any Res Life staff members, students or parents

Divulge confidential information

Communicate in a confrontational and anger demeanor

Make inappropriate comments about your residents, staff or professors

The Top Ten Ways to be a remarkable Resident Assistant:10. Always be open-minded9. Be respectful to everyone you encounter8. Do not be afraid to ask for help!7. Get to know your fellow staff members and residents6. Have Fun! You were put in this position for a reason, make the most of it!5. Know your resources on-campus and utilize them!4. If there is a problem, go directly to the source and work to resolve it.3. Get your residents involved! The more involved they are on-campus, the

happier they will be!

2. Create goals for yourself. Plan Ahead!!!1. Build community! Do not divide it!

8/9/2019 RA Manual 2010

14/64

14

TIME MANAGEMENT AND YOU

Being a Resident Assistant is a lot of work! Make sure that you make time for youracademics and plan ahead. Also do not forget to make some time for yourselftake awalk, participate in a campus activity or intramural sport, listen to music or playsome video games. Keeping a balanced schedule and having good time managementwill help you to excel and have fun in the meantime. Here are a few helpful hints toensure you have good time management skills:

Maintain a schedule or calendar. Keeping track of class work, meetings,programs and your personal life can get a little crazy. Write it down and keepyourself organized so you know what you need to do.

Plan ahead! If you look at your calendar and realize you have a long day of

classes, meetings and programs, make sure you finish up your homework orother projects ahead of time. It will save you from pulling all-nighters and notstress you out.

Be proactive and do not wait until the last minute to plan a program, meetingor event. Take the time to plan it out and meet with your RD to discuss yourideas or concerns.

Take care of any problems immediately instead of letting it grow. Eventhough some problems may seem small, the longer you wait to address them,

the worse the problem could get! Procrastination should be avoided at allcosts!

Be involved in the campus community, but do not overextend yourself! Knowyour limits of what you can accomplish and what you do not have enoughtime for. Be sure not to get burnt out!

Take time for yourself each day to avoid getting over-stressed. It is ok to closeyour door once in a while or leave campus to relax. Just remember to take adeep breath and utilize your fellow RAs or your RD if there is something youneed help with.

8/9/2019 RA Manual 2010

15/64

15

COMMUNICATION SKILLSTypes of communication:

Interpersonal Communication: communication between two or more people who areinterdependent on one another, have a shared history. Communication is received by twodifferent means:

Direct channels are those that are obvious and can be easily recognized by thereceiver. They are also under direct control of the sender. In this category are the verbaland non-verbal channels of communication. Verbal communication channels are thosethat use words in some manner, such as written communication or spokencommunication. Non-verbal communication channels are those that do not require silly words, such as certain overt facial expressions, controllable body movements (such asthat made by a traffic police to control traffic at an intersection), color (red for danger,

green means go etc), sound (sirens, alarms etc.).

Indirect channels are those channels that are usually recognized subliminally orsubconsciously by the receiver, and not under direct control of the sender. This includesbody language, that reflects the inner emotions and motivations rather than the actualdelivered message. It also includes such vague terms as "gut feeling" or "hunches"

Intrapersonal Communication: is language use or thought internal to thecommunicator. Intrapersonal communication is the active internal involvement of theindividual in symbolic processing of messages. The individual becomes his or her own

sender and receiver, providing feedback to him or herself in an ongoing internal process.It can be useful to envision intrapersonal communication occurring in the mind of theindividual in a model which contains a sender, receiver, and feedback loop.

Intrapersonal communication can encompass:

Day-dreaming

Nocturnal dreaming, including and especially lucid dreaming

Speaking aloud (talking to oneself), reading aloud, repeating what one hears; theadditional activities of speaking and hearing (in the third case of hearing again)what one thinks, reads or hears may increase concentration and retention. This isconsidered normal, and the extent to which it occurs varies from person to person.

Writing one's thoughts or observations: the additional activities, on top ofthinking, of writing and reading back may again increase self-understanding("How do I know what I mean until I see what I say?") and concentration. It aidsordering one's thoughts; in addition it produces a record that can be used lateragain. Copying text to aid memorizing also falls in this category.

Making gestures while thinking: the additional activity, on top of thinking, of bodymotions, may again increase concentration, assist in problem solving, and assistmemory.

Sense-making (see Karl Weick) e.g. interpreting maps, texts, signs, and symbols

8/9/2019 RA Manual 2010

16/64

16

Interpreting non-verbal communication (see Albert Mehrabian) e.g. gestures, eyecontact

Communication between body parts; e.g. "My stomach is telling me it's time forlunch."

Tips for effective communication during conflicts, meetings etc.

Count from 1 to 10. When you get in the middle of an intense argument or whensomeone suddenly lashes out at you, dont get mad right away. Count 1 to 10 beforeresponding. This will make you aware that the person you are speaking to mightjust be experiencing severe stress and does not intend to attack you personally.

Recognize that you dont know all the answers to all questions. If you dontknow the answer just say that you dont know. You dont have to make otherpeople feel and think that you know everything.Listen to other peoples concerns. People need to be heard just like you do. Moreimportantly, take the initiative to share in other peoples feelings.

Always remember that what others may not mean the way we think theymean it. Our values, beliefs and judgments may have altered the meaning of whatsomeone has said. Always allow for the possibility that our impression of whatsomeone has said may not be true.

Focus on common interests rather than differences. This will help you directyour energy to promoting the common interest and making everyone happier, andwill also help you avoid frustration.Be aware when you impinge on someones space. Personal space is very importantfor most people. When you impinge on their space try to ask them respectfully.

Tell them the reason you have to impinge on their space.

Think positive. Always see the glass as half full rather than half empty. Doing sowill help you reduce stress. Also it can keep you motivated and pleasant when youdeal with other people.

Effective Communication for special circumstances:

Communicating with People who are Deaf or Hard of HearingThings to know:

Deaf and hearing-impaired persons are entering the workplace in record numbers. Not all persons who are deaf cannot speak.

Not all persons who are deaf lip-read.

Sign language is not another form of English; it is an official language with its owngrammar, syntax and rules.

Not all persons who are deaf use sign language.

Lip-reading, while helpful without sound clues, is only 30%-50% effective, andsometimes less.

8/9/2019 RA Manual 2010

17/64

8/9/2019 RA Manual 2010

18/64

18

Things to do:

Introduce yourself. Identify who you are and what your job or role is. Give theperson verbal information that is visually obvious to those who can see.

Tell them when you have brought new items into their environment, describingwhat they are and, most importantly, where you have put them.

Lead someone who is blind only after they have accepted your offer to do so. Allowthem to hold your arm rather than you holding their arm. It is important to let

them control their own movements. Be descriptive when giving directions. Saying Over there has little meaning to

someone who cannot see you point. Four doors after turning right from theelevator would be much more helpful.

Describe things from their perspective, not yours. Some persons who are blind usea clock reference for things directly in front of them such as a meal. For example,something could be positioned at three oclock (directly in front and close). Beforeusing this strategy, ask the person if this is useful to them.

Things to consider:

Persons who are blind have a long history of being patronized and talked to as ifthey were children. They have been told more often what to do rather than askedwhat they would prefer doing. This attitude is not acceptable towards any person.

Persons who are blind and/or visually impaired are by and large much moreindependent than most people realize. Many times negotiating the physicalenvironment is less frustrating than trying to communicate with persons who arenot sensitive to their needs.

Things to avoid:

Do not interact with a guide dog while it is working (in harness).

Do not move items (furniture, personal items) after the person has learned theirposition. This can be frustrating and, in some cases, dangerous for the person.

Do not use references that are visually oriented like, Over there near the green

plant.

Communicating with People who have Speech ImpairmentsThings to know:

There are many reasons for having difficulty with speech. Deafness, cerebral palsy,stroke, head injury, physical malformation of speech mechanisms and generalspeech impairments are just a few.

It is not unusual in stressful situations for someones speech to become harder tounderstand.

Things to do:

Consider writing as an alternative means of communication. Use a computerterminal, or a Telecommunications Device for the Deaf (TDD), or plain paper andpencil.

If you do not understand what the person is saying, bring it to his/her attentionimmediately and ask how the two of you may better communicate.

If no solution to the communication problem can be worked out with you and theperson, consider asking if there is someone who could translate or interpret whatis being said.

8/9/2019 RA Manual 2010

19/64

19

If it is a stressful situation, try to stay calm. If you are in a public area with manydistractions, consider moving to a quiet or private location.

Things to consider:

Many persons with difficulty in speech find themselves in situations where peopletreat them as if they are drunk, retarded or mentally ill. They are accustomed tobeing avoided, ignored and even hung up on by phone.

Accessibility for persons with difficulty in speech lies within your power. Your

understanding, patience and communication skills are as important to someonewith a speech impairment as a ramp or grab bar is to someone who uses awheelchair.

Things to avoid:

Do not become impatient or exasperated with the communication.

Do not finish peoples sentences for them.

Do not pretend to understand them when you really do not.

8/9/2019 RA Manual 2010

20/64

20

COMMUNITY DEVELOPMENT

You are the key to community development on your floor and in your building. It is vitalto community development that you reach out and really get to know each and every oneof your residents. As the RA, promote floor/building ownership among your residents.This can be done by getting them active, involved and reaching out to cater to theirinterests. When you have your residents involved in decisions and activities on thefloor/building, they begin to take pride in their floor/building which leads to a feeling ofresponsibility for what happens on their floor.

Sounds like a lot? Here are some helpful suggestions to get you started:

First Floor Meeting of the Semester: Set the tone! Get your residents involvedduring this meeting by starting with an icebreaker or two. This will ensure that

each of your residents get to know each others and start making people feelcomfortable. Read upcoming section on floor meetings for more info

Decorations! Make your floor into a welcoming and exciting place. Encourageyour residents to decorate as well to make the floor/building to make it their own.Holidays are also a great time to get the floor involved and decorate as a group.Make the community an attractive and fun place!

Community Agreements: This is a great opportunity for you to empower yourresidents to have a voice on how their community will be run. It allows all of your

residents to set the norms and acceptable behaviors on your floor.

Activities / Programs: Throughout the course of the year you will get to knowyour residents and their hobbies, interests, etc. Utilize your knowledge of yourresidents to plan activities and programs that cater to their interests. This way youwill have higher turn-outs at events and your residents will find them moreenjoyable.

8/9/2019 RA Manual 2010

21/64

8/9/2019 RA Manual 2010

22/64

22

ROOMMATE AGREEMENTS

There may come a time when some of the students on your floor approach you aboutdisagreements with their roommate. Take this as a serious concern and follow up withthe students to make sure that the disagreement is not going to escalate into a biggerproblem.

If the problems continue after you follow up with the students, sit both of the roommatesdown and have them create a roommate agreement. This will help both students tounderstand and agree on the concerns they may have between each other.

Since both students will have to sign off on the contract, they are bound to uphold it.The roommate contract may not work in every situation but its a start. If the roommatesare still having problems after signing a contract, please arrange a meeting with the

RD/Asst. Director of your building.

The following is a blank roommate agreement form that can be used in any roommateconflict. In certain cases you may have to create a more specific agreement. In this case,speak with your RD/Asst. Director to discuss future options and how to handle thesituation.

8/9/2019 RA Manual 2010

23/64

23

Keystone CollegeRoommate Agreement

All roommates will be involved in completing this agreement. If the agreement is broken,the person who broke the contract will be the one to move out of the room if it is deemednecessary by the Residence Life staff. (Check all that apply.)

1.

Cleaning the Room___Everything in its place ___ Leave things where we drop them___Neat but not perfect ___ Each person is responsible for their own sideHow will responsibility for keeping the room clean by shared?

________________________________________________________________________________________________________________________________________________

2. Study TimeWe like to study during the ___Day ___ Night ___ MorningWhen studying we need ___Silence ___ TV playing ___ Stereo playingStudying with a group in the room is ____ok ____not okThe study hours for our room will be ____________________

3. Use of Possessions___ It is ok to borrow each others stuff as long as we ask each time.___ We prefer to use our own things and not shareThese are items that we are willing to share with each other:

________________________________________________________________________________________________________________________________________________

4. Temperature of the Room

We like the room ___hot ___coldWe like to keep the window ___open ____closedThe air conditioner/heater will be set at ____ degrees unless both roommates agree tochange it.

5. Appearance of the room___ We will decorate the room together___ Each roommate is expected to decorate their own side

6. Socializing

____ Friends are allowed to be over at any time____ Friends must be out of the room by _______ so we can go to bed____ Friends are not allowed to come over when we are studying____ There will be no over night guests____ Overnight guests are allowed as long as there is at least 24 hours warning____ Friends are allowed to sit on roommates bed and at roommates desk____ Friends must stay on your side of the room

8/9/2019 RA Manual 2010

24/64

24

7. Private Time____ We will work together to make sure that each roommate has private time in theroom alone.___________________ will be alone in the room on this day and time____________.___________________ will be alone in the room on this day and time____________.

8. Safety and Security_____ We will keep our door locked at all times when we are out of the room (even

for showers)_____ We will lock the door at night while we are sleeping_____ We will do our best to not lock our roommate out of the room, but

understand that mistakes happen from time to time._____ We will not allow others to touch our personal belongings.

9. If a problem arises____ We will talk to each other if a problem comes up in the room.____ We will not talk to other people in the suite or on the floor about our

problems.____ We will get the RA involved if the problem cannot be fixed.____ We understand that we must act with respect at all times.

10.Any other issues that need to be discussed:________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Signature of Roommate ___________________________________ Date ________

Signature of Roommate ____________________________________Date ________

Signature of RA __________________________________________Date ________

Signature of RD __________________________________________Date ________

8/9/2019 RA Manual 2010

25/64

25

COMMUNITY AGREEMENTS

Community agreements are a great way to establish certain ground rules andexpectations for a community. They are designed so that every member of the community(whether on the floor or building) has a voice. These are agreements are designed for thecommunity, by the community. This will help to alleviate problems and overall conflicton the floor. Once the agreement is created with everyones input, the residents will beaware of each others expectations.

NOTE: Timing is important. Community agreements should be established after afew weeks of the students living together, typically 2-3 weeks after move-in. Thisway the students know each other better and have an idea of how things havebeen going within the community and what should be standard or changed.

To develop a successful community agreement, you will need to understand the concernsof your residents. You will also need to communicate what is flexible and what is not.(Example: College policies are not flexible, but quiet hours on the floor could be, etc.) Youmay want to add other concerns that may be brought up in the future such asbathroom/hallway cleanliness, noise levels, guests, etc.

Below is a step by step summary of how to create a community agreement and make itwork for your residents.

1. Planning and PreparationAt your first floor meeting present the idea of the community agreement anddescribe what it is. Let your residents know that they will be able to give theirinput on the agreement at a future meeting and have them start thinking abouthow they would like their community to be.

2. Discussion and CreationDistribute a blank form with some of your or the RDs concerns and begin adiscussion on each of the concerns. Lead a group discussion so that each of yourresidents can voice their ideas. It is extremely important to involve all of yourresidents in this process!

3. CompletionTry to reach a final agreement by group consensus at your next floor meeting.

Make the agreement formal by typing it up and having each resident from thefloor sign the agreement. You can also make the agreement into a poster whichcan be displayed on the floor.

Check out the Community Agreement example on the next page

8/9/2019 RA Manual 2010

26/64

26

Keystone CollegeCommunity Agreement

As a member of this residence hall and floor, I will abide by the standards andexpectations established by this community.

Specifically I agree to:

... treat others the way I want to be treated.

... promote an environment that fosters learning, focuses on academic achievement and isfree from excessive disruption.

... help create and promote an environment that is safe and healthy for all residents.

... support the diverse culture of this hall and respect other residents regardless of thedifferences between us.

... promote a living environment that is clean, particularly in the areas that all residentsuse.

... treat the residence hall facility and its furnishings, and the personal property of otherresidents with respect.

... hold myself and others accountable for the decisions we make and for theconsequences of acting upon them.

... not harm another resident either physically or psychologically.

... confront and/or report others who violate the standards of this community.

... respect the residence hall staff and support the work they do to develop community inthe building.

... refrain from using vulgar, foul or derogatory language, particularly in public areas.

... abide by all residence hall regulations and College policies.

(Signatures of community members)

8/9/2019 RA Manual 2010

27/64

27

CONFLICT MANAGEMENT

Steps to Integrate Conflict Management:

ASSESSSMENT:

Allow yourself time to calm down and to evaluate the situation

Gather appropriate information or documentation

Asses the points you are willing or unwilling to compromise on

Asses what the other party wants

Make a preliminary determination of the appropriate conflict-handling behaviorfor the situation: for the relationship: for the environment

ACKNOWLEDGEMENT: Listen to the other partys concerns

Try to understand his or her viewpoint

ATTITUDE: Avoid stereotyping and making predeterminations

Try to remain objective

Remain as flexible and open as possible

ACTION: Watch your own use of language

Watch your nonverbal communication

Observe how the other party communicates verbally and nonverbally Stick to the issues: dont go off on tangents

Dont make promises you cant keep

Dont present issues in a win-lose context

Dont sidestep the issues

Be sincere and trustworthy

Try to remain open-minded and flexible

Use the conflict-handling behavior appropriate for the situation and beAble to revise your behavior according to how the transaction progresses

Listen, repeat, clarify information

ANALYSIS: Make sure all parties concerns have been articulated and considered

Summarize and clarify decisions

Review procedures for implementing any changes

8/9/2019 RA Manual 2010

28/64

28

Conflict Management Styles:

The five conflict styles, by Lawyer and Katz, are described as follows:

1. Collaborator The collaborators approach to conflict is to manage it by maintaininginterpersonal relationships and ensuring that both parties to the conflict achieve theirpersonal goals. This attitude toward conflict is one in which the collaborator acts notonly on behalf of his or her self-interest but on behalf of the opposing partys interests aswell. This is a win/win posture, in which both the collaborators stance toward conflictmanagement and that of the other party are win.

2. Compromiser The compromisers approach to conflict is to assume that a win/winsolution is not possible. The objective is to find some expedient, mutually acceptablesolution, which partially satisfies the parties involved. This is a compromise posture, withboth the compromisers stance toward conflict management and that of the other party tobeing mini-win/mini-lose.

3.Accommodator - The accommodators approach to conflict involves maintaining the

interpersonal relationship at all costs, with little or no concern for the personal goals ofthe parties involved. This is a yield-lose/win posture, in which the accommodatorsstance toward conflict management is to yield-lose, allowing the other to win.

4. Controller - The controllers approach to conflict is to take the necessary steps toensure that his or her personal goals are met, whatever the cost to the relationshipinvolved. Conflict is viewed as a win or lose proposition, with winning somehow equatedwith status and competence.

5. Avoider The avoiders approach to conflict is to view it as something to be shunned

at all costs. A central theme of this style is hopelessness. Personal goals are usually notmet, nor are the interpersonal relationship maintained in this style of the conflict. This isa leave-lose/win posture, in which the avoiders stance toward conflict management is toleave-lose, allowing the other to win.

8/9/2019 RA Manual 2010

29/64

29

ROOMMATE CONFLICT AND MEDIATION

In case of a roommate conflict that may call for mediation or an agreement between two(or more) roommates, refer to the roommate agreement form previously mentioned inthis section of the handbook. This form provides a way to document problem areas andthe resolutions decided upon during mediation. Students must sign the agreement after ithas been completed with the help of a Resident Director or a Resident Assistant. Theagreements should be kept on file, in the Resident Directors office or in the Office ofResidence Life, in case of further problems.

Steps to conducting roommate mediations:1. One of the roommates approaches the RA:

Find out what the problem is. Have they talked to their roommate about the problem?

Make sure that the problems have not spread to the rest of thefloor (stop this if it is happening).

Give them a timeline to talk to their roommate about theproblem and say that you will be talking to the other person atthat time.

Understand that the situation is a real problem and besupportive.

Explain that moving is not an option at this time. They must firstgo through the protocol of roommate mediations.

Keep the RD informed about the situation.

After they have spoken with their roommate, check in to get theother side of the story. Follow up!

2. Mediation: Have all of the information readily accessible. If they are uncomfortable with you being the mediator, ask if

another RA would be better. Setting:

Your room, their room, outside, the office

Set ground rules before you begin (no yelling, etc) Ask someone to begin by explaining the problem. Give the other

roommate and opportunity to respond to any accusations orproblems.

Do not favor one roommate over the other, even if you agree withone and not with the other. You are a third person unbiasedperson. If you cannot be that person, another RA should beconducting the mediation.

After all of the problems have been expressed, ask the students tocome up with solutions to the problems.

Create and Roommate Contact.

8/9/2019 RA Manual 2010

30/64

30

Follow up with the situation.If you do not feel like you are able to help, let the RD know that you need help with thisroommate problem. Always keep the RD in the loop!

After the above steps have been completed and the situation has still not been resolved,the RD should then follow the process outlined above. If there will be no solution to theproblems, the following steps will happen:

1. The RD will contact the Assistant Directors of Residence Life.2. The Assistant Directors and the RD will have a meeting with the student(s) to

learn more about the problem and try to see if any solutions are possible.3. If no solution is possible, the RD will try to find a room for the student to move

into upon their discretion.4. The RD will notify the student of the room.5. The student will come to the Office of Residence Life to fill out the required

paperwork and get their new keys. At the time of the move, the student will berequired to check out of their old room and complete the process of checking in totheir new room.

Moving students is always the last resort! Immediate moves will only happen inemergency situations, such as when a life is in danger or there is physicalviolence.

8/9/2019 RA Manual 2010

31/64

31

CONFIDENTIALITY

Confidentiality of Information:As a RA, you may be given information by many different sources. Your discretion isrequired to determine who else, if anyone, should be given this information. Yoursupervisor may tell you something that has not yet been officially announced. This is foryour information only and should not be shared with residents of the building or yourfriends until your supervisor gives you permission.

Students may also tell you something private about themselves in helping with asituation. Do not share this information with other students or even other RAs. Thisinformation, in most cases, should be shared with your supervisor.

Some students will ask you not to tell anyone about what they have said. In these cases let

the student know that you may need to share it with you supervisor, depending upon theseverity of the information. Never promise to keep a conversation confidentialbefore you hear what the student says. There are certain topics that you should notkeep confidential. If a student talks about harming themselves or someone else, tell yoursupervisor or a RD/Asst. Director immediately.

If you feel overwhelmed by confidentiality, talk to your supervisor. We are a team andyou do not have to carry the burden alone.

Building /College Incidents:

When something happens on your floor, in your building or in another residence hallwhen you are on-duty, it should be reported either to your supervisor or the RD on-call.Your supervisor or the RD on-call will determine whether or not the information needs tobe shared with other staff members or residents of the building.

If there is a major situation occurring on campus, make sure you give your residents onlythe facts. RAs are representatives of the College and should only present factualinformation about situations. If your supervisor has not given you the facts, you shouldnot share any information with your residents. This will prevent the creation of rumorsand false information from being spread. In the end, make sure you know and have theexact correct information. This will help keep your credibility among your residents and

lead to less confusion and misinformation.

Should residents ever feel that what they tell you has become common knowledge amongyour staff or your residents, it will not be long before you find that no one else willconfide or trust in you. Make sure you make good decisions when it comes toconfidentiality!

8/9/2019 RA Manual 2010

32/64

32

OPENING AND CLOSING PROCEDURES

FALL AND SPRING OPENING:Resident Assistants are expected to help in the opening procedures in the residence halls.This is an important time for building preparation, administrative tasks and getting readyfor the students. It is important that you are prepared and plan your time wisely. Youwant to create a welcoming atmosphere and get the students excited to be back atKeystone! BRING YOUR ENERY AND ENTHUSIASM!!!! Below is a list to help you planfor what needs to be done.

RA Opening Task List

Complete Room Condition Inventory form for each room prior to the students

moving in Complete Area Condition Inventory form for each of your floors or hallways

where there is lounge furniture Cover all bulletin boards on your floors or those assigned to you Create door tags for each of your residents and place on doors Cover and decorate your room door Plan your first floor meetings with every floor you are responsible for and

include icebreakers, community agreements, policies, etc. With your hall/area staff, create a welcome banner and prepare the building to

welcome back the students Meet with your Resident Director to get a key to the building office

Help clean and organize the staff office Attend all training sessions and bring handbook and pen to each session Read through RA manual, bring any questions to training sessions Place work orders for any last minute things that need to be repaired or fixed Once the students have moved in, go door to door with the Room Condition

Inventory sheets and explain the purpose of the form and have the studentssign off on the form. Use this moment as a chance to get to know yourresidents as well!

Once all Room Condition Inventory sheets have been signed for each room onyour floor/area, return them to your Resident Director or the building office

Please ensure that residents sign and date their Room Condition Inventoryform. This will eliminate students being wrongfully charged for damages.

If you have any questions, speak with your RD or please call the Office ofResidence Life at extension 8271.

8/9/2019 RA Manual 2010

33/64

33

BREAK CLOSING (Thanksgiving and Spring Break):All College housing will close for specific breaks during the year.All Residence Life staffmembers are expected to remain on-campus until the residence halls are officiallyclosed and the students have left campus. If a RA can not stay until after the residencehalls are officially closed, they will need to get approval from their supervisor.

To close the residence halls for breaks, the following tasks should be completed andchecked by the Residence Life staff:

The residence hall will need to locked down and checked to make sure allstudents have left.

All areas of the building (including student rooms) should be checked to assurethat:

Windows are closed and locked Blinds are drawn All plugs have been unplugged from outlets (with the possible

exception of microfridges) All lights are out Remove any illegal items placed in the room such as lounge

furniture, microwaves, refrigerators, etc. If you find alcohol or drugs during checks, contact your RD

immediately Check for running water in sinks (bathrooms)

Document any violations of College policy you may see and give it to your RDimmediately. Examples of violations would be possession of alcohol or drugs,display of empty alcohol containers, possession of stolen property (loungefurniture, etc.) etc. If you have any questions, contact your supervisor.

Once all the rooms have been checked and the building is clear, check withyour RD and see if they need you to do anything else. If not, your RD will give

you permission to leave.

BREAK OPENING (Thanksgiving and Spring Break):The residence halls will reopen typically at noon on the Sundays following the break. AllResidence Life staff members are expected to come back by noon to ensure there is staffavailable to assist students and families as they return from break. If you can not make itback to campus by noon when the halls re-open, please contact your RD.

FALL AND SPRING CLOSING:Resident Assistants are expected to help in the closing procedures in the residence halls.This is an important and busy time to clean up the building, finish administrative tasksand get ready for the students departure. It is important that you are prepared and planyour time wisely. You will be busy with checking out students from their rooms andcollecting keys. Below is a list to help you plan for what needs to be completed so theresidence halls can close.

8/9/2019 RA Manual 2010

34/64

34

RA End-of-Year Task List

Participate in the mandatory floor meetings with every floor in the hallregarding the end-of-the-year check-out process.

Follow up with students and make sure they have turned in Intentions Formfor the upcoming semester

Post sign-up sheets for checkout times outside of your door

Post all end-of-year flyers on each floor by Friday April 31st Place donation boxes in your lobby and check on a frequent basis Remove all signs, flyers, and posters from on your floor after the residence halls

close. Remove all staples and/or tacks from your floor bulletin board. Walk through your floor with your RD after every student has checked out of

the building. Bag any personal items left by students on your floor and mark students name

and room number on the bag. Help clean and organize staff office.

Submit all outstanding programming forms by Friday May 7th

Note any damages that residents might incur. Please do not guarantee

residents that they will not get charged. Please make your RD aware of anydamages.

Please ensure that residents sign, date and time their checkout. This caneliminate students being wrongfully charged for damages.

Students will be fined if they do not check-out properly so please stress to yourfloors the importance of following the process.

Rooms must be restored to move-in condition! If you have any questions, please talk with your RD or call the Residence Life

Office at ext.8271.

8/9/2019 RA Manual 2010

35/64

35

ROOM CONDITION INVENTORY FORMS

One of the most important duties of a Resident Assistant during the opening of eachsemester is completing Room Condition Inventory forms for each of the empty rooms onyour floor.

Prior to the students arrival, every RA should go to each empty room and conduct avisual scan of everything in each room (furniture, walls, doors, ceilings). During thisvisual scan you will want to look for any noticeable damages or problems with the roomsuch as vandalism on the furniture, chipped paint on the walls or door, etc. Anyobservations should be written down on and documented on the form. BE ASACCURATE AS POSSIBLE! If possible, place a work order if something can be fixed orrepaired.

After documenting each room on the form, plan a time once the students have arrivedand go door to door with the completed Room Condition Inventory forms. Explain to thestudents what the form is and how it applies to them. Make sure you get all of thestudents who live in the room to sign off on the form when they check-in and when theycheck-out of the room. This will ensure proper billing for any damages that occurred inthe room while the students were living there.

8/9/2019 RA Manual 2010

36/64

36

Room Condition Inventory

Hall: Frear-Reynolds

Room:___________

Item Check-in Condition Check-out Condition

CeilingWalls

Room Door

Floor

Closets

Closet doors

Bureaus

DesksDesk chairs

Bed frames

Mattresses

Overhead light

Windows

Screens

BlindsData/Cable/Phone Jacks

Electric Receptacles

Bathrooms(where applicable)

Check-in ConditionI accept responsibility on this date for

these items and conditions. I understand

that I will be charged at the replacement

or repair cost, including labor, for lossand damages incurred.

Staff

Initials

Date Student Signature

Check-out ConditionI understand that the damages listed

above are preliminary and that any

additional charges may be billed to me

after the final room inspection.

Staff

Initials

Date Student Signature

8/9/2019 RA Manual 2010

37/64

ON-DUTY LOGS

On-Duty logs as utilized by the Resident Assistants, serves the purpose of monitoringand documenting the overall behavior/condition of the residence halls on their dutyevening. The following procedure should be utilized to complete this form.

Starting in the fall of 2009, all on-duty logs will go paperless!1. Go tohttp://kcreslife.wikispaces.com/ and log into the page.2. Go to On the Job and Duty.3. On the duty page click on the discussion tab. The Resident Assistant will

fill in their name, date and times as the subject heading.4. Documentation is extremely important so RAs should record any necessary

information in the message section of the form as well as utilize any other

documentation procedures communicated by the RD.5. If there are damages or work that needs to be completed, a work order should

be filed. Incident reports should also be completed if necessary.6. Duty logs should be completed at the end of the night and include all

observations from rounds done throughout the residence halls.

IF YOU ARE HAVING DIFFICULTIES LOGGING ONTO THE WEBPAGE ORACCESSING / POSTING INFORMATION, PLEASE SPEAK WITH YOUR RD.

COLLEGE EMAIL

As a Resident Assistant, it will be very important to check your email periodically.RD/Asst. Directors will be sending you key information pertaining to students andscheduling meetings through your email. Please make sure you check your email atleast twice a day, morning and night. This will allow you to make sure you are inthe loop with recent news and information.

8/9/2019 RA Manual 2010

38/64

38

MAINTENANCE AND WORK ORDERS

If you notice a problem or something that needs to be repaired in a students room, in ahallway or in a lounge in one of the residence halls, place a work order. Placing workorders is easy and the fastest way to get something done (except in emergencies such asleaking pipes, broken glass, etc., then you should contact the RD on-call or CampusSafety immediately).Heres how to place a work order:

1. Go to the Keystone College website2. Go down to the Online Services Toolbar located in the middle of the page.3. Look for the yellow icon with the wrench an click on it.4. This will open the facilities work request system. Log in as reslife and type in the

password reslife.5. Depending upon the issue that needs to be addressed, look through the different

menus and decide what category your issue falls under.6. On the next menu, click on the magnifying glass next to the building, floor and

room to select the correct locations for the issue.7. Type a brief description of the problem and what needs to be fixed. Be as specific

as possible giving directions8. To end the description, make sure you type your name. This will help the

RD/Asst. Directors track the work orders and know what is happening inthe buildings

8/9/2019 RA Manual 2010

39/64

8/9/2019 RA Manual 2010

40/64

40

SRA ON-CALL

The SRAs have a slightly different role than a regular RA when it comes to being on-duty

or on-call. The SRAs work closely with the Assistant Directors and are responsible forholding the on-call phone during their shift. The SRAs will address and respond to anyconcerns or issues during their on-call shift. If there is a major incident (such as analcohol or drug violation) or any situation where they feel the Assistant Director isneeded, they will then call the Assistant Director to come and address the situation.

ASSISTANT DIRECTORS / RDs ON-CALL

The Assistant Directors and RDs are on-call seven (7) days a week on a rotating basis.They have office hours during the day where they can be reached in their building officesand the Assistant Directors have office hours in the main Residence Life offices in SicklerHall.

If you need an Assistant Director or RD after normal business hours, call the ResidenceLife Hotline (on-call phone) at 570-840-8473. The Assistant Director of RD on-call shouldbe notified in case of any emergencies or incidents that occur in any of the residencehalls.

If the no one is answering the on-call phone, it may be because they are in the middle ofanother situation. Leave a voicemail and the on-call staff member will return your call. If

it is an emergency, contact Campus Safety while you wait for the staff member on-call toreturn your call.

8/9/2019 RA Manual 2010

41/64

41

THE ROLE OF A SRA / RA

What exactly is my role with in dealing with student conduct issues?

As a Senior Resident Assistant or a Resident Assistant, you are on the front lines ofaddressing student conduct issues. You are the eyes and ears of the residence halls.Be aware of your surroundings. Look out for things that are suspicious or not ordinary.Use your nose as wellnotice an odd smell? Check it out and see whats going on.Your role can be thought of in four different categories:

1. Enforce and honor: In your role, you must enforce and honor the Student Code of Conduct The Code of Conduct was not created to limit student rights, but was

created to give an opportunity for all students, faculty and staff to be apart of a community that remains a healthy and safe living / learning

environment. For every action or decision made, there is a consequence Encourage your residents to become familiar with the Student Code of

Conduct and discuss the handbook2. Teach:

You have the ability to influence your residents! You may not think of yourselves as teachers, but you are teachers out of

the classroom! Your residents will watch your every move and behaviorsmake sure you

are reflecting the behaviors and actions that you want the residents toinstill from you!

3.

Restore: An eye for an eye only makes the world go blind. Ghandi It is important to show how peoples actions can affect the whole

community, affect each other and their education. Not every situation can easily be solved. As long as you treat everyone

equally and fairly, you can offer them the best experience. This will helpto provide positive outcomes for everyone involved.

4. Include: Make sure to include everyone on your floor or in your building in the

decision making process.

COMMUNITY AGREEMENTS! A great way to include your residents onmaking rules for your area. (see handbook)

The more students feel included in their community and the decisionsmade, the more they will feel apart of campus, and the more they willrespect each other and the campus facilities.

How do I fulfill my role in dealing with student conduct issues?Stay cool, calm and collected. Always address students in a proper manner. Berespectful and fair at all times. Make sure everyone has a voice and listen to all parties

8/9/2019 RA Manual 2010

42/64

42

involved. Depending on the issue you are dealing with there are a few options of howto fulfill your role

1. Dialogue: Why use it?

Encourages students to confront and communicate with eachother

Empowers the students to be able to solve their own problemsindependent of a staff member

Allows students to gain a better understanding of others andhow to manage conflict

When to use it?

To create understanding

In a space where both parties are feel comfortable, safe andtrusting

2. Mediation: Why use it?

Offers long term, sustainable results Equalizes power between different parties

Preserves relationships When to use it?

A conflict that is centrally contained (between individuals)

Have the proper time to sit down and discuss

Agreement is the goal

3. Restorative Practices: Why use it?

Empowers ALL parties involved in an incident

Offers healing and repairs relationships

Develops empathy

When to use it?

All parties voluntarily come into the process

What happened and who is responsible is not in debate

Less about finding and documenting a policy violation andmore about restoring any harm done

4. Shuttle Diplomacy

What is it? To negotiate an agreement between two parties that do not

wish to directly engage with one another. Why use it?

Lifeline when other pathways have failed When to use it?

Future interaction between the parties is limited

Parties do not expect nor desire a future relationship

Objectives and practical and matter of fact

8/9/2019 RA Manual 2010

43/64

43

MASTER KEYS AND USAGE

Beginning in the fall of 2010, Senior Resident Assistants and ResidentsAssistants will have access to a master key for access to residence hall rooms.

Master keys will be accessible via a locking key retaining device, located in adesignated area in each residence hall (except Davis and 39 College Avenue).Only a SRAs or RAs room key will gain access to releasing a master key fromthe key retaining device.

Master keys should only be used for the following instances:1. A student is locked out and either: a.) their roommate is not around, or b.) it

would be detrimental to their personal safety & security or general health &

wellness if they do not gain access immediately to their room (e.g., just cameout of a shower, urgently needs medication, etc.)

2. To conduct room checks during: a.) Fire Alarms, b.) a Health and Safetyinspection, and/or c.) Opening/Closing Check-in/Check-out

3. A residents alarm or stereo is violating Quiet Hours and the resident is notaround. (In this instance, the staff member would need another person withthem to serve as a witness. It is recommended that the staff member whoentered the room then follow up the resident to inform them s/he entered

the room and why.

AFTER USING A MASTER KEY, IT SHOULD BE RETURNED TO THE KEYRETAINING DEVICE AS SOON AS POSSIBLE! MASTER KEYS ARE NOT TO LEAVE

THE RESIDENCE HALLS!

In dealing with master keys, remember the following:1. Notify the Assistant Directors of Residence Life immediately if keys are

misplaced or lost.2. Do NOT use keys for any other purposes than to fulfill job responsibilities.

3.

DO NOT give the master key to a student. Employment as a ResidentAssistant / Senior Resident Assistant will be terminated if found in violation.4. DO NOT take any master keys outside the residence halls or leave them in

an open area (on a desk, in a mailbox in the office, etc.)5. If you resign or your employment with Residence Life is terminated, return

all keys to the Office of Residence Life within 24 hours.

8/9/2019 RA Manual 2010

44/64

44

DOCUMENTING SITUATIONS

DOCUMENT! DOCUMENT! DOCUMENT!!!After dealing with an incident or situation, it is important that the event isdocumented and documented properly. This will help in the future so we are able tokeep track of previous incidents or situations that occurred in a residence hall or witha particular student.

The following page has a copy of the RA Information/Incident Report you will befilling out to report violations. Its easy! Just check the proper category the incidentfalls under and get the involved students information.

Here are a few helpful suggestions to assist you in documenting incidents / situations:

DO NOT SAY:

Busted a party

Accused of / Allegations

Guilty

Innocent

Trial

Evidence

Sentence / Punishment

You are going to be fine X amount ofdollars.

INSTEAD, SAY:

Documented a party orDocumented what I observed.

Allegedly violated: this refers to thepossible policy violations that will bediscussed with you

Found in violation of policy

Violations dropped

Student Conduct Hearing

Information (documented by staff)

Sanctions / Educational fines

You may not be sure of the fine amountfor different situations and whether thisis the students first or second offense,so do not give a specific amount, as thatamount will be determined late

8/9/2019 RA Manual 2010

45/64

Residence Life Office

Incident Report Page45

Keystone CollegeOffice of Residence Life

Information / Incident Report

Date: Time: A.M. / P.M. Location: College Official Name:

Type of Incident

Student Conduct Issue Medical / Hospital Psychological Concern Roommate Conflict Other

Student Code of Conduct ViolationAbuse

Academic Misconduct

Alcohol

Arson

Automotive

Complicity

Computer/Technology Theft

Contractual Obligations

Demonstrations/Riotous Conduct

Disorderly/Disruptive Conduct

Domestic/Relationship ViolenceDrugs and Controlled Substances

Endangering Health or Safety

Failure to Comply/Noncompliance

Falsification/False Testimony

Fire Safety

Gambling

Harassment

Hate Crime

Hazing

Inappropriate Conduct

Littering

Mass Threats: Firearms/Weapons

Mass Threats: Explosives

Mass Threats: Date Rape Drugs

Misuse of Materials

Misuse of Keys

Misuse of Identification

Obscene/Lewd Conduct

Off-Campus Conduct

Privacy

Failure to Respond to Notice

Rollerblades/skates/bicycles

Sexual Misconduct/Harassment

Sexual Assault/Rape

Stalking

Terrorist Threats

Theft/Attempted Theft

Threats of Violence

Tobacco Use/Smoking

Trespassing

Unauthorized Entry/Use

Vandalism

Violation of State or Federal Law

Person(s) Involved: (College Official check box for disciplinary/student conduct issues)Name ID Number Address/Hall Cell Phone #

Staff Involved:Name Position Phone/Extension

Please provide a detailed and accurate account of the incident that occurred. This should be aprecise account of the situation that required your attention. You should only record what you

observed, actions of the person(s) involved, and your response to the situation. Only fact and

specific dialogue should be reported.

Please check one of the following:Send to Coordinator of Student Conduct for review

Send to Asst. Director or Resident Director for follow-up or meeting

Documentation for student file

8/9/2019 RA Manual 2010

46/64

WHY DO WE DOCUMENT?

As the Residence Life staff, why do we document and respond to violations of policy?When students violate the standards set by the College and their community, theCollege is responsible to educate the students through student conduct procedures.The goals of documenting and responding to violations include:

1. To bring students, behavior into compliance with the College andcommunity standards

2. To educate students by explaining the reasons for the College andcommunity standards

3. To hold the students accountable for their actions and behaviors4. To assist students in making better choices that will enable them to help

grow into their adult roles in the future

5.

To help students better understand the greater picture of how their actionsand behaviors impact the College and the community

APPROACHING STUDENTS

It is true there will be some times when you need to approach students in difficultsituations. There are many times when students will approach you as well. You as aResident Assistant, have an obligation to the College and to your fellow students to

enforce College policy. The following are steps to take to address problems before theyoccur (prevention) and to approach situations when they occur (intervention),

PREVENTION: Taking care of it before it happens!You will be able to avoid some possible conflicts or situations by discussing andenforcing policies and procedures with your residents as soon as they start the year.Keep consistent and your residents will see this!

1. Explain policies and the reasons behind each one. Explain to the studentsthat they are designed to be fair

2. Discuss rules and the consequences if someone breaks the rules3. Create a community agreement

4.

Explain to students the resources that are available to them to avoid futureproblems (ex: counseling)

5. Explain your role as a RA and how that will affect your residents regardingreporting behaviors, etc.

8/9/2019 RA Manual 2010

47/64

47

BE ASSERTIVE!!!Assertive Behavior is

The type of behavior in which a person stands up for their rights in a way thatthe rights of another are not violated

Is a direct, honest and appropriate expression of ones feelings, opinions orbeliefs. It shows consideration for another person.

Assertive Behavior can

Communicate respect for the other person but not necessarily the otherpersons behavior.

Enable a person to act in his/her best interests, to stand up for himself/herselfwithout anxiety, to stand up for his/her rights without denying the rights ofothers

When you act Assertively

You feel confident

You feel self-respecting

You choose for yourself (saying No in a respectful manner is ok!)

Others feel general respect about themselves when you act assertively

PRINCIPLES OF ASSERTIVE BEHAVIOR:

Self Esteem: Strive to deal with the problem in such a way that your own self esteem

and other persons are not damaged. It is the other persons behavior you want to stopor change and that is not achieved by demeaning someones basic humanity.

Power: Realize that each of us have the power to affect the outcome of a particularsituation. Because you have the authority in most situations, does not mean you arebetter than the other person.

Control: Stay in control of the situation by managing your own behavior.Understanding what you are trying to accomplish and controlling your behavior willhelp you achieve your goals.

Natural Tendency: Fight the natural tendency to return anger with anger. You are theperson charged with resolving the problem and you have all the rules, policies andsupport behind you. There is no need for you to get angry. Getting angry will causemore harm then good in any situation.

Primary Issue: Manage the primary issue so that it does not escalate into a morecomplex secondary issue. Reduce the problem to its simplest form and deal with that.Avoid adding other issues into the mix.

8/9/2019 RA Manual 2010

48/64

48

CONFRONTATIONS

DISCIPLINARY CONFRONTATIONS: Cool, calm and collected.There are no rules on how to approach or confront a particular disciplinary situation.You can, however, develop skills in confrontation that will help you in the future. Overtime, you will feel more confident approaching students and dealing withconfrontations.

One of the best ways to help confront students is to develop assertive communication.Assertive communication is a balance between aggressive communication and passivecommunication. Assertive communication is open, honest and non-aggressive. Hereare some tips to remember:

1. Describe the persons behavior in objective terms

2.

Describe how this behavior affects you and/or others living in the residencehalls or on-campus

3. Describe how you feel about the behavior4. Describe how you would like the other person to correct his/her behavior

Example: Bill, I saw you spraying silly string on Teds door, If the silly string hardens,it can ruin the paint which would create an expense and damage College property. I donot believe you have the right to damage the door and inconvenience the student. Iwould like you to clean off the door. Unless it is not cleaned up immediately, you mayface disciplinary actions for what you did.

CONFRONTING INTOXICATED PEOPLE: Almost all of you will confront anintoxicated studenthere are some helpful tips to deal with intoxicated people:

1. Introduce yourself and what your role is to the student2. Consider the intoxicated student. Is his/her judgment impaired, physical

condition diminished, possibly more aggressive? The person may not beresponsive to someone approaching them and may question your authority

3. Understand how comfortable you are with the student and his/her state ofmind. Are they ill? Violent?

4. Know when to call for help! If the intoxicated person turns violent or makethe situation worse, call the RD on-call or Campus Safety.

5.

Decide what specific behavior you wish the intoxicated student to stop, (ex:noise, visitor violation, violent behavior, etc.) State this to the student. Itmay not be worth trying to discuss the issue at the time since the student isimpaired but you are still responsible for holding the student accountable.Document the behavior and the situation so it can be discussed with thestudent at a later time when they are not impaired.

8/9/2019 RA Manual 2010

49/64

49

ASSERTIVENESS AND CONFRONTATIONS:

Most common types of situations that a RA confronts:

Drugs

Fights

Hallway sports

Noise Alcohol

Visitation violations

Most commons reactions by students in these situations:

Crying

Showing fear

Try to intimidate you

They are compliant

They get angry

Avoidance / run away Denial

Most commons ways to escalate a situation:

Attracting a crowd

Getting personal with someone rather than separating the person from thebehavior

Losing your temper

Not getting all the facts

Not identifying yourself

Yelling at a person

Push or hitting the person

TIPS FOR EFFECTIVE CONFRONTATION:

Remember you are confronting the behavior, not the person. Do not reject aresident because he/she made a poor choice concerning his/her behavior

Never confront a student in front of their peers. Take the person aside andaddress the behavior

Concern yourself with the specific behavior rather than motives. Do notspeculate as to why a person behaved a certain way, just deal with whathappened

Keep the confrontation constructive and positive Communicate clearly and directly

Stick to the facts, keep the content simple

If possible, have another staff member with you as a witness

Focus on the persons strengths instead of weaknesses

Reflection: reflect the message of the person you are dealing with. This helpsthe aggressor realize that he/she has been heard and understood. Aggression isusually released because feelings are being ignored

8/9/2019 RA Manual 2010

50/64

50

Pointing out assumptions: every argument is based on assumptions and this istrue in the case of the aggressor as well. Try to listen to the individual andpinpoint those assumptions because they are the real central issue of thedispute

The I language: take personal ownership of the situation. Tell the person yourfeelings and your needs. You have a job to do and this individual is stopping you

from doing that job. Make yourself a person instead of just another RA tryingto bust someone.

Questions: ask plenty of questions. Find out what has been going on that day orthat night. Find out if the individual has plans for the night. You might stumbleacross a hidden motive for anger and aggression.

Nonverbal Behavior:o Needs to be congruent with what you are sayingo Keep your voice softo Remember individual personal spaceo Take the situation seriously (do not laugh or smile)o Avoid clenching your fists, playing with keys or other distracting

behaviorso Remember to talk directly to the student and establish eye contact

CONFRONTATION CHECKLIST: Stop and prepare yourself

Check your body language (calm yourself)

Maintain control by assessing the situation (clear the scene if

necessary) If necessary get back-up and call for help

Identify yourself

Address the problem behavior (do not get personal!)

Remember to choose to diffuse (do not argue or get loud)

Treat them with respect by listening and using I statements

Make sure to follow up with student

8/9/2019 RA Manual 2010

51/64

51

THE OFFICE OF STUDENT CONDUCT

The Office of Student Conduct is committed to providing all students the best possibleservice and experience at Keystone College. The primary function of the Office ofStudent Conduct is to uphold the Student Code of Conduct; administer conductprocedures in support of the Colleges mission and vision; and to maintain a positivelearning community for all faculty, staff and students.

The Office of Student Conduct encourages equality, dignity and mutual respect for allmembers of the campus community. The office strives to inspire trust and confidencein the Colleges rules, regulations and student conduct procedures.

Goals of the Office of Student Conduct

1. Facilitate learning and growth by administering sanctions and otherrequirements designed to allow individuals and groups to make better, moreinformed, choices for the future.

2. Assist in the development, dissemination, interpretation and enforcement ofcampus policies.

3. Promote a safe and secure campus environment that supports the overallcore educational and social values of the College.

Questions or concerns regarding the Office of Student Conduct should be directed tothe Coordinator of Student Conduct.

Ken Lastowka, Coordinator of Student ConductPhone: (570)945-8271Email: studentconduct@keystone.edu

8/9/2019 RA Manual 2010

52/64

52

ALCOHOL SITUATIONS

If you suspect that the student has alcohol in their room you should follow thefollowing steps:1. Make sure that you have a writing utensil and paper. Contact the RD on call

to join you in the lobby of the building before approaching the situation2. Knock on the door of the room that you suspect the violation is occurring in

and announce yourself as the RA.3. Wait for the students to answer the door. Listen carefully as to what they

are saying in the room and if you hear the clinking of bottles.4. If the students do not answer the door, tell them that the RD on duty will

key into the room.5. If they open the door, make sure that you stay in the door way of the room.

Introduce yourself and tell the students why you knocked on the door. Ifyou see alcohol in plain sight, ask them to move the alcohol to the center ofthe room. If you do not see alcohol, ask if they have any alcohol in theroom. Ask the students to open the refrigerator and to put the rest of thealcohol in the center of the room.

6. Once the alcohol is in the center of the room, ask the students for their IDsand write down t