Normal 0 false false false MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:10.0pt; font-family:"Times New Roman"; mso-ansi-language:#0400; mso-fareast-language:#0400; mso-bidi-language:#0400;} As a Resident Assistant, you will address and confront disruptive and prohibited behavior in the residential community - both when on duty and not.  Addressing disruptive behavior - like loud music after quiet hours and smoking outside of designated smoking areas - requires you to use assertiveness skills. Assertive behavior confirms individual rights in a non-threatening, non-defensive manner.  It is open, honest, direct, non-aggressive and focuses on behaviors, not the individual.

Goals of Confrontation

Whenever you are preparing to confront a person or situation, your goals should be to:

• Let the person know exactly what you need from them
• Maximize cooperation and minimize defensiveness
• Stop the disruptive behavior (e.g. loud noise)
• Maintain the person's self-esteem
• Keep the relationship between you and the person intact

In your role as a Resident Assistant, it is not your responsibility to judge, lecture or make assumptions. Your main goal is to stop the behavior in order to restore order to the community and address the behavior to prevent future incidents.

Addressing Disruptive Behavior Step-By-Step

You're walking down the hall while on rounds or on your way to meet a friend for lunch when you see/smell/hear something that looks/smells/sounds like a prohibited behavior in the residence halls. What do you do?

Step 1: Observe

It is important to take a minute to assess the situation before jumping to any conclusions. Take a moment's pause to:

• Ask yourself: "What is it that I think I see/smell/hear?"
• When possible, consult with a fellow RA or staff person
• Things you may be seeing, smelling or hearing that should be addressed include: loud noise past quiet hours, clinking bottles, ping-pong table sounds, marijuana or cigarette odors, etc.

Step 2: Collect Yourself

Once you have assessed the situation and determined there is something happening in the community you need to address:

• Take a minute to collect yourself and to prepare for the confrontation
• Assess the situation. Think about the conditions of the situation and your safety
• Collect your resources (such as back up, RAD gear or a pen and paper). Gather resources before acting
• Create a plan. This may include rehearsing your introduction spiel or reviewing the procedures in your mind

Step 3: Approach

Once you've collected yourself and created a plan, approach the person and/or space. Remember:

• Knock on the door and announce yourself. "[Knock knock] RAD Services."
• When the person answers, introduce yourself as a Resident Assistant
• Be direct and upfront: "I'm stopping by because I saw/smelled/heard..."
• Ask if you can come inside *

If they refuse to let you inside, you have two options:

1. Explain through the door that it is in the resident's best interest to cooperate with you. Tell the resident if they do not let you inside you will call Police Services and/or the Resident Director. If you say this, it is important to follow through.
2. Call the RD.

Step 4: Continue to Observe

Once you have approached the individual or room, continue to make observations. This will be very helpful when addressing the issue, talking to the residents and writing the Incident Report. Survey the environment and make mental notes. Some things to be looking for include:

• How many people are in the room?
• What do you see in the room (e.g. empty beer cans, towel under the door, fan in the window)?
• When you knocked on the door, did someone come to the door right away or did you hear scurrying around, whispers, and drawers opening and closing?
• Does the resident and/or guests seem intoxicated (e.g. slurred speech, glassy eyed, smell of alcohol, poor motor control)?
• Did the smell or sound seem to increase once your entered the space?
• Who is being cooperative and who is not being cooperative?

Step 5: Stop the Behavior

There are procedures for how to properly stop the prohibited behavior. It is important to stop the disruptive behavior before you begin talking about housing policies, collecting A#s or explaining the grievance process. You want to eliminate any loud noise or disruptions to the community as soon as possible. It is important that you be respectfully assertive and clear in what you want the resident to do. Try the language of "I need you to collect all of the alcohol in the room and put it on the table" or "I need you to turn off your music so we can talk."

If they are smoking outside of a designated area:

• Ask them to put out the cigarette properly (e.g. in an ashtray)
• Ask them to move to a designated smoking area
• Do not let them continue to smoke as they walk to the smoking area

If they are being loud after quiet hours:

• Ask them to turn down the music and/or talk quieter

If they are drinking alcohol and they are under 21, or are drinking in first year housing/substance-free housing:

• Ask them to collect all the alcohol in the room/apartment and bring it to the center of the room
• Ask them to pour the alcohol down the drain as you watch
• All open and unopened containers of alcohol must get poured out
• Tell them to recycle the bottles right away--walk with them to the sorting center
• You are never to touch or handle the alcohol

If they are smoking marijuana:

• Ask them to put out any lit marijuana and paraphernalia
• Ask them to collect all the marijuana and paraphernalia in the room/apartment and bring it to the center of the room
• If it is a small amount of marijuana (e.g. single use amount or less than what would fit inside of a sandwich baggie), have them flush it down the toilet in your presence
• If it is a larger amount or there is signs that they are selling (e.g. small baggies, cash, scales, etc.), call Police Services for backup
• If there is paraphernalia (e.g. bong, pipe, grinder, etc.), collect it and issue a paraphernalia receipt (in the duty bag). Make sure you are very detailed with your description on the receipt.
• Ask them to uncover smoke detector(s) if applicable
• You are never to touch or handle the marijuana or paraphernalia, even if you are passing it to an officer
• If you've collected paraphernalia, call the RD and have them meet you at the RAD office to log the receipt and store the confiscated paraphernalia for destruction
• For more detailed information, read the supplemental marijuana response protocol for RAs.

If there is a party:

• Ask them to turn down any loud music
• Ask guests to go home after collecting their student numbers and/or names

Step 6: Ask Questions

It is important for you to ask questions to gather more information about the situation. This information will be helpful for you to make sure you properly address the situation and for your Incident Report. The questions you should ask depend on the situation but could include:

• "Are you doing XYZ?" Start by stating your observations and then be direct: "I can smell marijuana coming from your room. Are you smoking marijuana?"
• "Are you aware of the policy about XYZ?" If they say no, explain to them the policy.
• "Do you know why we have a policy about XYZ?" Ask them to take a minute to reflect on how their behavior could be potentially disruptive to the community or others.
• "Are you 21?"

Step 7: Take Names and Student #s

After you gather the relevant information and talk to the residents about the policies, it is time to collect names and student A#s. Be sure to:

• Explain why you are asking for this information. "Based on what I observed tonight, I need to write an Incident Report. I need your names and A#s"
• Ask for ID cards. It is easy for people to give you a wrong name, not have their A# memorized or for you to not know how to spell their name correctly. Ask them to hand you a form of ID and copy the information so it is accurate
• If they do not have their Evergreen ID card or A#, or they are not a student, ask for other ID
• As you are collecting names, be sure to jot down who you observed doing what in the room. For example, if you walked into the room and saw resident Joanie holding a beer, make sure you add that to the IR for the RD or campus grievance officer

Step 8: Explain the Conduct Process

When you are addressing potential policy violations please spend a minute explaining the process at Evergreen to residents. It will help them be less anxious and also help speed along the process if they know to check their Evergreen e-mail.  When you are explaining the process:

• Explain to them that you will be submitting a report based on what you observed only.
• Never make any promises. You cannot guarantee their parents will not be called or they will not be evicted from housing. It's best to just say "I am not involved in making any decisions. I can't guarantee it will or will not happen."
• Tell them to expect an e-mail within the next few days from the campus grievance officer. They should respond quickly to avoid getting an hold placed on their student account
• If they were cooperative, let them know that you will put that in the report so the campus grievance officers knows

Step 9: Answer Questions and Exit

• Residents may have questions about the grievance process or situation. Be sure to ask them if they have any questions and do your best to answer. If they do not have any questions, let them know how they can reach you if questions arise later. 

Step 10: Write an IR

Immediately after addressing a situation, go write and submit an Incident Report. You will have the best memory of the situation.

Helpful Suggestions for Confronting Behavior

• Your safety is the number one priority. If you find yourself in an unsafe situation, leave immediately and call Police Services
• If you are trying to address one person in a group of people or if the people around them are making it difficult to address the behavior, try to separate the person from the others to talk. Ask them if you can talk to them in the hallway or privately for a minute
• Never touch a person or act aggressively. This includes yelling, threatening, arguing, grabbing, and/or pushing
• If a person is uncooperative and runs away, do not chase after them. Call Police Services and give them a description. Write an IR with the information you do have
• Refrain from judging or making assumptions. It is your job to address behavior and stop it from impacting the community - not to determine whether the person is guilty or innocent. If the individual(s) does not take responsibility, all you can do is write an IR about what you observed
• Approach the situation from a community wellness perspective. Explain that we have policies in place to make sure members of the community can sleep and study

Dealing with an Angry Resident

• Stay calm and do not escalate.
• Maintain the offensive.  Do not allow the individual to put you on the defensive about your behavior, job, values, etc.
• Do not argue.  It's not worth the effort.  Remember that aggression equals aggression.
• Raise your voice only loud enough to get their attention and afterwards speak in a normal tone.  Screaming and yelling do not serve any purpose - it only raises the level of antagonism.  Remain calm and professional. Make them come to your level, not you to theirs.
• Do not accept verbal abuse.  Call a supervisor, the RD or the campus Police if things get out of hand.
• In any situation, consider your personal safety.  Always leave yourself an exit, a space to walk away from if you feel threatened in the situation

If you encounter an angry or difficult resident, please contact your Resident Director and include this information in the Incident Report. It is important that all students be held to the standards of civility as outlined in Evergreen's Social Contract.

In This Section

• 5.1  The Conduct Process at Evergreen
  
• 5.2  Duty Responsibilities
• 5.3  Duty Equipment
  
• 5.4  Addressing Policy Violations
• 5.5  Communication & Incident Reporting
• 5.6  Responding to Crisis Situations

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