[jpelletier]

We experience the same community visitor traffic you described – our position on the edge of campus means that we are often a prime location for that.

Our Information Center has a silent duress alarm that staff can pull if they get into a situation that feels unsafe. It was installed because we have a cash register for ticket sales, but we have kept it in place even though we are essentially a cashless operation now. Some of the building cameras also capture activity in that area, so if a staff member pulled that alarm, our dispatch center would be able to observe while a campus police officer responds.

Our student building manager also occupies space at the Information Center, when they are not doing building rounds or assisting a client or guest, and we ensure that there is always more than one person working at a time, for safety in numbers.

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Jeff Pelletier, MA, MBOE, LSSBB
Ohio Union Director
The Ohio State University
Columbus, OH
614-292-3290
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Original Message:
Sent: 02-15-2024 11:03
From: Sarah Feldman
Subject: Info Desk Staff Safety

Hi everyone! 

Our Student Center is one of the largest public buildings in our part of the city so we get a variety of people in here. We constantly have a lot of “interesting” interactions at the Info Desk in particular. Are there any operational changes you have implemented to increase safety/comfortability level of staff at the Info Desk at urban institutions – considering how frontward facing they are? I’m trying to work on ways to increase safety for this student staff as they seem to be subject to most of the “characters” that visit the space. 

Thanks! 

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Sarah Feldman
Operations Manager
Temple University
Philadelphia PA
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[Deanna Cahoon-Draus]

Hello!

We have some similar things to what Jeff mentioned:

• Silent duress alarm – though we have never used these
• Building Manager office is just behind the Info Desk, so if they hear something in the background that sounds concerning, they will pop up and assist (when they’re not out and about)

We did notice the same concerns though – so to help with this we integrated a “SOS”,? 3 bumps on the radio means that assistance is needed at the desk. So all pro staff and Building Managers have been trained to come assist immediately if they hear the SOS call. Has been helpful a few times.?

We also have increased training/coaching around mental health concerns and how to react in uncomfortable situations, including sometimes excusing yourself to “do a task”. This part can sometimes be challenging, because its also a decent amount of helping students understand what’s maybe just a normal level awkward situation or someone who is on the autism spectrum/has some social cue challenges/not being discriminatory VS what’s actually an unsafe (mentally/physical) situation.

I’m interested in hearing what others have to say about this too!

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Deanna Cahoon-Draus
University Center Programs Specialist
University of Wisconsin River Falls
River Falls, WI
(715) 425-3986
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——————————————-
Original Message:
Sent: 02-15-2024 11:03
From: Sarah Feldman
Subject: Info Desk Staff Safety

Hi everyone! 

Our Student Center is one of the largest public buildings in our part of the city so we get a variety of people in here. We constantly have a lot of “interesting” interactions at the Info Desk in particular. Are there any operational changes you have implemented to increase safety/comfortability level of staff at the Info Desk at urban institutions – considering how frontward facing they are? I’m trying to work on ways to increase safety for this student staff as they seem to be subject to most of the “characters” that visit the space. 

Thanks! 

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Sarah Feldman
Operations Manager
Temple University
Philadelphia PA
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[Melanie Pizzulo]

Sarah,

Similar to OSU and Wisconsin, we have a duress button that was just installed at our Welcome Desk this past fall. Our student manager office is right behind the desk, so they can hear what is happening at the desk as well. We also created an alert phrase. If someone feels unsafe with interactions with someone at the desk, they can radio to other staff to “bring the red cart”. We don’t have a red cart, so that signals other staff to go to the desk.?

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Melanie Pizzulo
General Manager of Operations, Palmer Commons
University of Michigan Ann Arbor
Ann Arbor MI
(734) 615-4444
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——————————————-
Original Message:
Sent: 02-15-2024 11:03
From: Sarah Feldman
Subject: Info Desk Staff Safety

Hi everyone! 

Our Student Center is one of the largest public buildings in our part of the city so we get a variety of people in here. We constantly have a lot of “interesting” interactions at the Info Desk in particular. Are there any operational changes you have implemented to increase safety/comfortability level of staff at the Info Desk at urban institutions – considering how frontward facing they are? I’m trying to work on ways to increase safety for this student staff as they seem to be subject to most of the “characters” that visit the space. 

Thanks! 

——————————
Sarah Feldman
Operations Manager
Temple University
Philadelphia PA
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