[civsa] Safety protocol for campus visitors

Mon Nov 10 13:36:20 CST 2014

All,
What a timely topic.  Oregon State University Campus Visitor Center (CVC) incorporated training for students in September around these topics.  While the university has guidelines, we needed to distill them into workable actions for our ambassadors, specifically when guiding guests on a tour or event away from our office.

Active shooter:  With the Oregon State Patrol (OSP) on campus, we have a 2-3 minute response time for any issues that arise on campus.  Specifically, OSP shared the latest Homeland Security guidelines for active shooter response:  https://www.dhs.gov/xlibrary/assets/active_shooter_pocket_card.pdf  In essence, they have moved away from 'shelter in place' to 'evacuate'.  The idea is that less collateral damage can be done if multiple people are running away from the scene vs. being cornered in a room.  Obviously, this is situational response (another theme of our training with ambassadors) so we give them personal authority to make their own decisions.  We alerted them to the fact that they need to be aware that guests will naturally follow their lead since the ambassador knows campus the best.  This is tricky territory to navigate with them since there most likely be parents in the group (who will look out for their child's best interest), and the ambassador can't be obligated to force guests to follow their instructions.  We used the DHS guidelines as a discussion point and worked through different scenarios.  Be aware that this can be a very disturbing, yet essential topic to explore.  Even as a 21 year professional, there were moments in the OSP presentation that unexpectedly affected me.  Be prepared to debrief and address the feelings and responses that may arise.

With a 421 acre campus and no line of sight, communication while out on tour is problematic.  We went back and forth about the best way to have a line of communication with ambassadors without interrupting or distracting the tours.  Two way radios would need to be first responder quality with a repeater ($$$$$) and could be overly distracting.  Using personal cell phones was not best because we don't want the temptation to check the phone (giving the impression ambassadors weren't giving full attention to guests) nor a 'false alarm' where the call/text is from Mom and not the CVC.  We decided on purchasing 'burner' phones that have distinct numbers that ambassadors take with them on every tour.  We utilize a check out system so we know what ambassador has what phone/phone number.  They know if they receive a call from that phone, something is up and they need to answer it immediately.

Attached is a picture of a folder front and back provided to us by the Dean of Students office.  This folder provides some guidelines and easy to read recommendations for a number of issues, most specifically to concerned students/persons in the office.  It has other details inside that can be swapped out when necessary but the front part is most appropriate. With our CVC currently located in the administration building, you can imagine we are ground zero for crazy/angry/confused people.  The folder help but in our office training, we emphasize appropriate ways to address different issues.  Also, our professional staff have a good ear for what is going on at the front desk/lobby and know what to do to intervene.

Chris, specifically to your inquiry about snow days/shutdowns, we had two instances last year where we had to remotely go into our registration system and call visitors to alert them to the closure.  Along with posting it on the university home page, we utilize an alert system (phone/email/text).  Visitors wouldn't necessarily get that notification, thus it is important to ask for a cell number on the visitor registration in case they need to be reached on the day of their visit (or before).  A home phone number doesn't help if they aren't home.  In one case last year during a 13" snow fall/ice storm, we had a family visiting from many states away and was actually stuck in Corvallis (no flights out of PDX, bad roads, etc.).  They were staying at a hotel near campus so I arranged to give them a brief tour of campus.

Perhaps this will be a topic at the 2015 CIVSA Conference?
Regards,
Blake

Blake Vawter
Associate Director of Admissions
Marketing and Programs
Oregon State University
541.737.3597
http://oregonstate.edu/visitosu

[beavernation]
GO BEAVS!

From: listserv [mailto:listserv-bounces at civsa.org] On Behalf Of Roof, Christopher
Sent: Friday, November 07, 2014 4:56 PM
To: listserv at civsa.org
Subject: Re: [civsa] Safety protocol for campus visitors

We here at Gonzaga at looking for similar information.

Areas we are interested in include:

*         Fire Alarms, Evacuations, Bomb Threats

*         Active Shooter

*         Concerned Person in the Office

*         Snow Days/University Shutdown

Thank you everyone!

Chris Roof '08 | Visit Specialist |Ambassador Advisor
[GU_cmyk_c]

800.322.2584 ext. 6580 | 509.313.6580
www.gonzaga.edu/visit<http://www.gonzaga.edu/visit>
#BeAZag

From: listserv [mailto:listserv-bounces at civsa.org] On Behalf Of Schnabel, Emilie E.
Sent: Friday, November 07, 2014 2:57 PM
To: 'listserv at civsa.org'
Subject: [civsa] Safety protocol for campus visitors

Hello all,

In light of all of the recent situations occurring on campuses across the country, we are interested in firming up our emergency protocol and procedures for campus visitors and our tour program. When they are in our office our campus policy is straightforward, but we are interested in learning your thoughts and best practices for when tours are out, students are staying overnight, etc. Additionally, do you run drills when training your tour guides/ambassadors, or rely on written policies?

Any information would be appreciated, thank you.

[sig med]
Emilie E. Schnabel
Assistant Director of Admission
Coordinator for Campus Visits and Events
Saint Martin's University
5000 Abbey Way SE
Lacey, WA 98503
t: (360) 438-4592
f: (360) 412-6189

[twitter button]<https://twitter.com/#!/connectsmu>  [facebook button] <http://www.facebook.com/saintmartinsuniversity>  [cid:image005.jpg at 01CFFCD5.88CD6730] <http://www.connectsmu.wordpress.com/>

VISIT CAMPUS<http://www.stmartin.edu/admissions/undergraduate/campusVisit.aspx> - APPLY NOW<http://www.stmartin.edu/admissions/undergraduate/applyOnline.aspx>

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