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Dear Keystone_ Welcome to the Campus Apartments family_ We are by dandanhuanghuang

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									Dear Keystone,

Welcome to the Campus Apartments family! We are excited that you have chosen to live in a
Campus Apartments community, and work with a team that prides itself on being the best in
student housing.

As a Keystone, you have joined the company of people such as Adam Sandler, Hillary
Clinton, Mike Ditka, Katie Couric, and Sheryl Crow. These famous actors, politicians,
legendary sports figures, news broadcasters, and musicians were all resident assistants.

Being a Keystone is more than just a job; it is an experience that will stay with you for the
rest of your life. Keystones are an integral part of every college students’ experience. You
are an expert on your University, community, and surrounding area. The skills that you learn
while working as a Keystone will help prepare you for any future career path you may
choose.

The position of a Keystone is prestigious and should not be taken lightly. It is a large
responsibility to assist others during, arguably, the most pivotal time in their lives. It is also
your opportunity to experience a rewarding and exciting position during your college years.

Keystones are members of a family, your community family with fellow staff members at the
property and the Campus Apartments family as a whole. Your success is our success. We
will be here to support you every step of the way, and ask for your commitment to the
Keystone position in return.

At Campus Apartments, we want each team member to feel empowered and confident. If
there is any aspect of your job that you need further assistance or training in, please do not
hesitate to speak with your Community Manager.

On behalf of the entire Campus Apartments family, welcome once again. We are here to
support you and the entire Keystone program, and continue to accelerate our outstanding
communities into the future!

Sincerely,




Heather R. Sizemore
National Director of Residence Life
CA –Keystone Program Director
                             1.0 OVERVIEW                                            9.0 RESIDENT/GUEST PROCEDURES

                             1.1      Introductory Note                              9.1      Roommate Concerns
                             1.2      About Campus Apartments                        9.2      Roommate Bill of Rights
                                                                                     9.3      Homesickness
                             2.0 THE KEYSTONE PROGRAM                                9.4      Depression
                                                                                     9.5      Eating Disorders
                             2.1      About the Keystone Program                     9.6      Alcohol Abuse
                             2.2      Your Role as a Keystone                        9.7      Drug Abuse
                             2.3      Keystone Expectations                          9.8      Suicide Risks
                             2.4      What Keystones Can Expect from CA              9.9      Resident Conduct
                             2.5      Formal Keystone Job Description                9.10     Theft
                                                                                     9.11     Automobile Damage
                             3.0 KEYS TO SUCCESS                                     9.12     Accidents
                                                                                     9.13     Assaults
                             3.1      Establishing Relationships w/ Your Residents
                             3.2      Time Management                                10.0 PEER COMMUNICATION
                             3.3      Avoiding Burnout
                             3.4      A Successful Keystone                          10.1     What is Your Role?
                                                                                     10.2     Peer Communication Skills
                             4.0 ADMINISTRATIVE RESPONSIBILITIES                     10.3     Tips for Conflict Management
                                                                                     10.4     Student Development Theories
                             4.1      Marketing
                             4.2      Renewal Campaign                               11.0 DIVERSITY
                             4.3      Building Walks
                             4.4      Mail Delivery                                  11.1     Race & Cultural Differences
                             4.5      Package Acceptance                             11.2     Gender & Sexual Harassment
                             4.6      Service Requests                               11.3     Gay, Lesbian, Bisexual, & Transgender
                             4.7      Incident Reports                                        Students

                             5.0 POLICIES AND PROCEDURES
                                                                                     12.0 EMERGENCY PROCEDURES
                             5.1      Supporting CA Policies
                             5.2      Keystone Alcohol Policy                        12.1     Safety Tips
                             5.3      Personal Appearance                            12.2     Tips to Handling Any Emergency
                             5.4      Staff Meetings                                 12.3     Health Emergencies
                             5.5      Keystone Conference Calls                      12.4     Meningitis
                             5.6      Managing Your Time                             12.5     S.A.R.S.
                             5.7      Day to Day Administration                      12.6     First Aid/CPR
                             5.8      Energy Conservation                            12.7     Death of a Resident
                             5.9      Creating a Recycling Program                   12.8     Fire
                                                                                     12.9     Bomb Threat
                             6.0 CUSTOMER SERVICE                                    12.10    Tornado
                                                                                     12.11    Hurricane
                             6.1      Who is Our Customer?                           12.11    Earthquake
                             6.2      What is Customer Service?                      12.12    Maintenance Emergencies
                             6.3      Customer Service Basics                        12.13    Employee Injury on the job
                             6.4      Ensuring a Positive Experience
                             6.5      CA Cares
                                                                                     13.0 APPENDIX
                             7.0 SALES & TECHNIQUES
                                                                                     13.1     Attendee Program Evaluation
                             7.1      Sales Techniques                               13.2     Building Walk Form
                             7.2      Telephone Tips & Techniques                    13.3     Emergency Contact Numbers
                             7.3      Community Tours                                13.4     Important Information for Residents
                             7.4      The Demonstration – Make it Theirs             13.5     Incident Report Form
                             7.5      Tips on Demonstrating Model/Vacant             13.6     Keystone Emergency Contact Form
                             7.6      Closing Techniques                             13.7     Keystone Semester Evaluation
                             7.7      Overcoming Objections                          13.8     Keystone Shift Change Request
                             7.8      Follow Up Procedures                           13.9     Program Evaluation
                                                                                     13.10    Program Proposal
                             8.0 PROGRAMMING                                         13.11    Resident Emergency Contact Form
                                                                                     13.12    Resident Interest Survey
                             8.1      CA Programming Model                           13.13    Successful Program Checklist
                             8.2      Tips for Selecting a Successful Program        13.14    University Contacts Sheet
                             8.3      Planning your Program
                             8.4      How to Fund your Program
                             8.5      Promoting your Program
                             8.6      Evaluating your Program
                             8.7      Building Meetings
                             8.8      Passive Programming
                             8.9      Programming Resources
                             8.10     Programming Ideas




Proprietary & Confidential
                                                  SECTION 1.0
                                                       Overview
         The Keystone’s Guide to Residence Life




Proprietary & Confidential
                                                   As a staff member, you are asked to
                                                  communicate the philosophy and objectives
                                                  of Campus Apartments to the residents in
                                                  our communities. As a Keystone you are a
                                                  vital link in the operation of Campus
                                                  Apartments, working to communicate the
                                                  needs, attitudes, tones, and problems of
                                                  your community to management and of your
                                                  management to your community. Your
                                                  performance and attitude will determine
                                                  your success, the success of your
                                                  community, and the success of our
                                                  Keystone program in Campus Apartments
                                                  communities across the country.


                                                  The purpose of this handbook is to provide you with a reference guide for the program
                                                  that you have joined and the Campus Apartments‘ policies and procedures. More
                                                  importantly, it will be a tool to maximize your role at your community, and the comfort
                                                  and enjoyment of your residents.
         The Keystone’s Guide to Residence Life




                                                                                              Terms used in this handbook may not be
                                                                                               used at all communities or in the industry.
                                                                                              If you have any questions concerning the
                                                                                              content and/or word usage in this
                                                                                              handbook, please contact your Community
                                                                                              Manager for clarification. One term that will
                                                                                              be used and known by all is "Keystone
                                                                                              Program." This term encompasses all areas
                                                                                              surrounding the program. The main goal of
                                                                                              the Keystone Program is to ensure that the
                                                                                              experience of all residents in our
                                                                                              communities is the best it can possibly be,
                                                                                              and that the Campus Apartments name is
                                                                                              synonymous with resident satisfaction and
                                                                                              community spirit.


                                                  We are looking to continually upgrade the Keystone Program, so if you observe
                                                  something that is not working, or have an idea that will benefit our communities, please
                                                  let us know. You are the lifeblood of the Keystone Program, and we are glad you have
                                                  chosen to work with the best student housing company in the nation.




Proprietary & Confidential
                                                  Founded in 1958 and based in Philadelphia, PA,
                                                  Campus Apartments has over 50 years of experience
                                                  working with investors, colleges, universities, and its
                                                  residents.

                                                  The company is uniquely committed to each
                                                  community in which it operates, and believes that
                                                  university housing can appeal to students as well as
                                                  enhance the value of existing neighborhoods.
                                                  Campus Apartments works with the community,
                                                  University housing officials, local political and civic
                                                  groups, as well as businesses and economic development associations with a vested interest in
                                                  protecting, improving and enhancing the quality of life in and around colleges and universities.
                                                  Campus Apartments operates our student-housing facilities as a profitable commercial enterprise.
                                                  For this, we make no apology. Our motives are the same as any business catering to the needs of
                                                  the public. The resident student is our customer and we must treat him/her as such. This means
                                                  we must exert our best efforts to attract residents to our facility by making life here as worthwhile
                                                  as possible and fulfilling our tangible obligations.

                                                  A commitment to excellence, integrity, and smart growth are the hallmarks of our company. Our
                                                  management team remains anchored to our founder‘s simple mission of providing high quality,
                                                  well-managed real estate that exceeds the expectations of residents, university administrators,
                                                  business partners, and other stakeholders within the communities that we serve.
         The Keystone’s Guide to Residence Life




                                                  To make Campus Apartments the best provider of community programs and student services in
                                                  the world by creating a home-like atmosphere for our clients, residents and guests.




                                                  To provide high quality accommodations to make our residents‘ college experience comfortable
                                                  and feel like a ―home away from home.‖

                                                  To provide fun events and activities to give residents a break from studying and help them get to
                                                  know their neighbors.

                                                  To provide residents with student-friendly staff who will assist them with questions and get
                                                  residents connected to their school and community.

                                                  Our vision and shared goal is to create a home-like atmosphere for all of our residents. This
                                                  means that we want our residents to know their neighbors; we want them to have a sense of pride
                                                  and belonging in their communities; we want to provide valuable programs and fun activities, and
                                                  we want them to feel our commitment to customer service.




Proprietary & Confidential
                                                  SECTION 2.0
                                                        The Keystone
                                                             Program
         The Keystone’s Guide to Residence Life




Proprietary & Confidential
                                                                Keystone: the central                    Keystone: the wedge-
                                                               point at which business                     shaped piece at the
                                                                  goals and resident                       summit of an arch,
                                                                services become one.                    regarded as holding the
                                                                                                          other pieces in place
                                                                       Campus Apartments’
                                                                                Definition                      Collegiate Definition




                                                  The Campus Apartments‘ definition embodies what the Keystone role is to our company and our
                                                  business. We believe the Keystones‘ role to be an integral part of our structure and key to our
                                                  success. The Keystones are the eyes and ears of our communities as well as the liaisons
                                                  between the management staff and our residents. Keystones are ambassadors for the allegiance
                                                  between the vision of business and the sense of community. Keystones serve as a peer resource
                                                  and a role model for Campus Apartments residents. Keystones perform a ―key‖ role in ensuring
                                                  open and effective communication between residents and professional staff. These are just some
                                                  of the reasons why we strive to find the best people to fulfill the role of Keystones and probably
                                                  why you have joined our program.
         The Keystone’s Guide to Residence Life




                                                  The Keystone program was developed for the dual purpose of better servicing our residents and
                                                  their needs by gaining valuable input from their peers, and for mentoring our future professionals
                                                  by allowing them the opportunity to explore career opportunities within Real Estate and Property
                                                  Management. Keystones live and work in the community – they gain first-hand experience of
                                                  business operations, sales and marketing, finance, event planning, customer service,
                                                  interpersonal skills and are entrusted with the majority of resident communication and interaction
                                                  on behalf of Campus Apartments.

                                                  Fifty years of experience has taught us that our student residents have a strong desire to be
                                                  connected. Our communities support our residents‘ academic and personal goals and understand
                                                  that value of downtime. We realize that our residents also need time to relax away from the stress
                                                  of their studies.

                                                  Keystones help to create an environment where in our residents have a sense of pride and
                                                  belonging by creating a sense of community. The majority of our residents renew with Campus
                                                  Apartments because they know through our reputation that their experience is not just about
                                                  apartment rental – it‘s a major part of their lives encompassing home, social life, friendships, and
                                                  community awareness. Keystones facilitate this connection by living and working with their peers
                                                  and translating their needs into meaningful programs and exciting activities.

                                                  Remember, Keystones - the central point at which business goals and resident service become one;
                                                    this is why your role as a Keystone is so critical to the success of our communities and our
                                                                                              business.




Proprietary & Confidential
                                                                                                   The Keystone role is to work with Campus
                                                                                                   Apartments to create and maintain communities
                                                                                                   that are most beneficial to our residents by
                                                                                                   providing a peaceful surrounding, in which they
                                                                                                   can study, sleep, relax and enjoy life. This is
                                                                                                   achieved by working as part of a team to provide
                                                                                                   social experiences, open communication and
                                                                                                   excellent service to our residents. This is an
                                                                                                   important and difficult function to perform. You
                                                                                                   may not immediately produce a quantifiable work-
                                                                                                   product, but the results of your efforts soon
                                                                                                   become apparent and you will reap the rewards
                                                                                                   not only as a resident peer of the community at
                                                                                                   which you serve, but also personally as you see
                                                                                                   your ideas and efforts come to fruition.


                                                  Your integrity is assumed and expected, and therefore, other members of management can
                                                  assure you with their full support. The potential contribution you can make to the worth of the
                                                  organization and to your personal growth and experience can be enormous. The work habits you
                                                  maintain as a Campus Apartments team member can be a tremendous asset to accomplishing
                                                  your future career objectives.

                                                  Working as a Keystone in our communities is a challenging and demanding job. The role provides
         The Keystone’s Guide to Residence Life




                                                  you an opportunity to become involved in a wide variety of tasks and activities and introduces you
                                                  to career possibilities that you may not have previously considered.


                                                  You will develop your leadership skills, learn and
                                                  provide excellent customer service; you will be
                                                  exposed to leasing and marketing techniques and           Keystones enable the Company to stay
                                                  be actively involved in our outreach marketing           current on the needs and preferences of
                                                  efforts; you will initiate and organize social
                                                  activities at the property and work with your fellow
                                                                                                          our residents. Keystones can represent the
                                                  Keystones to promote Campus Apartments‘                  Company’s objectives to the residents by
                                                  partnerships with local charities.                            communication on their level.




Proprietary & Confidential
                                                  1.   CA CARES – KEYSTONES ―caring and sharing‖.

                                                       The close relationship that should develop
                                                       between our Keystones and our residents is the
                                                       key to success in this area.

                                                       Keystones are not expected to be professional
                                                       counselors, but you are vital people when it
                                                       comes to listening, identifying concerns, needs
                                                       and desires of our residents and communicating
                                                       them back to our management. In order for our
                                                       Keystones to be effective in this capacity, they
                                                       must integrate with the community and must
                                                       develop a close relationship built on trust and
                                                       mutual respect.

                                                       It is of the utmost importance that all employees
                                                       openly communicate ideas, problems, concerns,
                                                       and successes with both peers and supervisors
                                                       at the properties.


                                                  2.   KEYSTONES as advocates of our rules and regulations
         The Keystone’s Guide to Residence Life




                                                       Keystones are Campus Apartments‘ ambassadors and they must adhere to the policies,
                                                       procedures, rule and regulations of the company and the community. This area
                                                       encompasses the important roles that our Keystones assume in the areas of administration
                                                       and discipline.

                                                       Keystones shall work with their fellow team members to help shift from the negative
                                                       connotation of rules and regulations to a more positive image where the residents develop
                                                       their understanding for the necessity of steady guidelines for the preservation of their safety
                                                       and overall satisfaction at our communities.

                                                       Most of our regulations were formulated to protect the physical structures of the property
                                                       and the rights of individuals within the community. Enforcing the need for the respect of the
                                                       rights of others is often our most demanding and frustrating assignment. But, it must be
                                                       done!




Proprietary & Confidential
                                                  3.   KEYSTONES helping to create our communities

                                                       As a Keystone this can be the most challenging and rewarding aspect of your role. Variety
                                                       and diversity are keys to maximizing student participation and involvement at our
                                                       properties. It is our job to learn about the interests of our residents and organize social
                                                       events that will encourage participation.

                                                       Developing a connection and building a solid community are the means by which our
                                                       resident‘s needs—social, emotional, intellectual, vocational, and recreational–are fulfilled.
                                                       The goal of all these activities is to provide pleasure and stimulation to our residents and
                                                       make their stay at our properties as pleasant and rewarding as possible.

                                                       As a Keystone you will play a major role in developing our calendar of activities. This will
                                                       require a great amount of creativity, sensitivity, energy, and assertiveness on all of our
                                                       parts. As team members, we are responsible for creating a productive atmosphere within
                                                       the community.



                                                                     Keystones are the leaders and role models to their peers.
         The Keystone’s Guide to Residence Life




                                                  4.   YOUR PLACE in the Keystone Program

                                                       You may wonder where you fit in the overall Keystone Program. As a Keystone, you are
                                                       considered a big part of the success or failure of Campus Apartments. Your role is that of a
                                                       leader and a follower. You are the manager of your residents in your community as well as
                                                       an active participant in administration and event planning.

                                                       Another important role of your position is to
                                                       be able to successfully work with your
                                                       Community Manager and their team whose
                                                       job it is to see that your property functions
                                                       efficiently. You can help to make this goal
                                                       more achievable by performing the tasks
                                                       that are assigned to you. Getting to know
                                                       the people you work with and how you fit
                                                       into the organization is one of the first steps
                                                       to creating a successful Keystone Program.




Proprietary & Confidential
                                                                                           When you accepted the position as a Keystone, you made
                                                                                           commitments that you will be expected to keep throughout your
                                                                                           employment at Campus Apartments. These can be outlined as
                                                                                           follows:

                                                                                           Be visible and accessible to the residents at your community.
                                                     1. Be Committed to the                This should be done as soon as possible after they move in or
                                                        Keystone Program                   return to our communities at the start of the semester.

                                                                                           Attempt to identify their needs and problems, and where possible
                                                                                           help them as they adjust to off-campus life.

                                                  Show interest and concern for each resident. Your role as a Keystone and the relationship which
                                                  you will bond with your fellow residents should be such that they will not hesitate to consult you
                                                  about any type of problem or suggestions for improvement. Because you are in close contact with
                                                  our residents, you should attempt to bring a personal touch into the picture; try to find out their
                                                  interests, be conscious of their social adaptability and the uniqueness and diversity which they
                                                  bring to our communities.

                                                  You will be expected to set an example for all our residents by the way in which you conduct
                                                  yourself on and off the property.
         The Keystone’s Guide to Residence Life




                                                                                           Attend all Keystone and property staff meetings.

                                                                                           Weekly staff meetings are crucial to the success of the Keystone
                                                                                           program, and community as a whole. It allows times for all
                                                                                           departments to come together and openly discuss issues,
                                                                                           concerns, new policies or procedures, and other important
                                                  2. Attend all Keystone and property      operational information. Knowledge and communication are key,
                                                      staff meetings as scheduled.
                                                                                           and the staff meetings facilitate the communication of necessary
                                                                                           information to everyone at the site.




                                                                                            Be responsible in your interactions with residents, parents, and
                                                                                            others.

                                                                                            As a Keystone you are the ambassador of Campus Apartments
                                                                                            both at the community and off the premises. You are a role
                                                                                            model for your fellow residents and therefore the way in which
                                                          3. Be responsible in your
                                                    interactions with residents, parents
                                                                                            you conduct yourself is open to scrutiny twenty-four hours a day.
                                                                 and others                 Honesty and integrity, as well as loyalty to your property and co-
                                                                                            workers are essential attributes connected with your position.
                                                                                            Priority to your position, above all other areas of activity, is
                                                                                            considered to be important.




Proprietary & Confidential
                                                  1.   You can expect to get as much out of your job as you put into it. In monetary terms you will
                                                       receive free rent and a monthly stipend for completion of your standard 20-hour per
                                                       requirement. For any additional hours worked you will receive the state minimum hourly rate
                                                       as appropriate to your location. In addition, if you are involved in the leasing of our properties
                                                       you will receive the appropriate leasing bonus of any leases attributable to you in accordance
                                                       with Campus Apartments‘ leasing bonus policy.


                                                  2.   Non–monetary rewards will include experience in leadership and human relations, as well as
                                                       the good feeling that comes from helping others and strengthening the community in which
                                                       you live. If you are sincerely committed in your role, then you can expect to receive gratifying
                                                       results and a feeling of accomplishment. When you have completed your tenure as a
                                                       Keystone, it is hoped that you will feel that it was a unique, rewarding and beneficial
                                                       experience.


                                                  3.   Former Campus Apartments‘ Keystones often make reference to a certain quality that the staff
                                                       possesses that sets them apart from everyone else. This quality can be summarized by the
                                                       following traits:
         The Keystone’s Guide to Residence Life




                                                                                           Professionalism



                                                                       Enthusiasm                                     Passion




                                                                        Leadership                                 Consistency



                                                                                               Fairness




Proprietary & Confidential
                                                          A keystone is a wedged shaped stone at the central point of an arch. This embodies
                                                  what the keystone role is to our company and our business. We believe the Keystones’ role to be
                                                  an integral part of our structure and key to our success. The Keystones are the eyes and ears of
                                                  our communities as well as the liaisons between the management staffs and our residents.
                                                  Therefore, we strive to find the best people to fulfill the role of Keystones.




                                                          It is your personal and professional responsibility to make Campus Apartments the best
                                                          provider of community programs and student services in the world by creating a home-
                                                          like atmosphere for our clients, residents and guests. Keystones serve as a peer
                                                          resource and a role model for Campus Apartments residents. Keystones perform a ―key‖
                                                          role in ensuring open and effective communication between residents and professional
                                                          staff.

                                                          Provide high quality accommodations to make our residents‘ college experience
                                                          comfortable and feel like a ―home away from home.‖

                                                          Provide fun events and activities to give residents a break from studying and help them
                                                          get to know their neighbors.

                                                          Provide residents with student-friendly staff who will assist them with questions and get
                                                          residents connected to their school and community.
         The Keystone’s Guide to Residence Life




                                                          Community management staff and the Keystones play an integral role in assisting with
                                                          the day-to-day operations for the portfolio. Responsibilities include, but are not limited to:

                                                               Marketing your property

                                                               Leasing of units

                                                               Building strong relationships with current and future members of your
                                                                community

                                                               Maintaining positive relationships with fellow residents to ensure that
                                                                communication between residents and community representatives is open and
                                                                effective

                                                               Assisting leasing staff with on-campus initiatives

                                                               Keystones are the go-to people at Campus Apartments communities

                                                               Keystones are peer leaders who plan and implement fun events and activities
                                                                each month

                                                               Keystones know the residents and get them involved




Proprietary & Confidential
                                                       Keystones answer questions and get residents connected

                                                       Keystones work in the leasing office and are the link between professional staff
                                                        and residents

                                                       Keystones are responsible for working as part of the community team to ensure
                                                        that each property is a sociable, pleasurable, homelike environment

                                                       Keystones are ―key‖ in helping to create a community that supports its residents
                                                        both in their academic and personal goals




                                                  Keystones hold a position of substantial responsibility, requiring commitment, dedication
                                                  and integrity.

                                                  Keystones will:

                                                       Work for 20 hours each week

                                                       Plan and implement programs as outlined in the programming model and
                                                        requirements

                                                       Provide residents with basic information regarding the Campus Apartments‘
         The Keystone’s Guide to Residence Life




                                                        community and local resources

                                                       Maintain strict confidentiality regarding resident and co-worker issues

                                                       Adhere to Campus Apartments code of conduct and federal, state and local laws

                                                       Adhere to Campus Apartments policies and procedures

                                                       Refrain from consuming, serving or providing alcohol at any property-sponsored
                                                        event

                                                       Attend weekly Keystone and property staff meetings

                                                       Attend monthly Keystone conference calls with the National Director of
                                                        Residence Life

                                                       Demonstrate exceptional resident centered, positive, efficient and effective
                                                        customer service




Proprietary & Confidential
                                                       Working in the leasing office assisting professional staff with administrative tasks

                                                       Will interact with residents and staff and always be connected to the most up-to-date
                                                        information about the community

                                                       Answer phones. Specific duties include providing the Leasing Office hours, apartment
                                                        availability, directions to the community, and general questions about the community

                                                       Specific leasing questions will be referred to a trained Leasing Consultant unless formally
                                                        trained

                                                       Assist with filing resident paperwork

                                                       Utilize Yardi to answer resident questions

                                                       Assist leasing staff with on-campus initiatives

                                                       Perform lockouts during office hours

                                                       Log in packages and distribute package notices. Sort and deliver resident mail in where
                                                        designated by the USPS

                                                       Manage service request orders by completing service requests, logging them into Yardi,
                                                        closing them out when the work is completed, and follow up phone calls

                                                       Assist with copies and faxes
         The Keystone’s Guide to Residence Life




                                                       Report problems with facilities or damages and cooperate with maintenance staff in
                                                        achieving a high quality physical environment within the community.

                                                       Develop programs, publicity and community newsletters

                                                       Collate and prepare move-in, move-out packets, gift bags, etc

                                                       Assist with community beautification projects




                                                  Keystones are expected to arrive to work early to assist with move-in and remain late to assist
                                                  with the move-out processes as required by the Community Manager.

                                                  During TURN, Keystone duties could include assisting with make-ready‘s, trash-outs, cleaning,
                                                  routine maintenance and other general duties to be determined by the Community Manager.
                                                  TURN is a crucial part of our season and we have an ―all hands on deck‖ philosophy. Keystones
                                                  will be required to work hours above and beyond their normal schedule. Time off will not be
                                                  allowed during the turnover period.




Proprietary & Confidential
                                                  The Keystone schedule requires on average, a 20-hour maximum workweek, which shall be the
                                                  highest non-academic priority of the Keystone.

                                                  Keystones are expected to establish a presence in their communities, including weekends, and
                                                  attend and participate in all Keystone activities. Therefore, restrictions may be established
                                                  regarding ―time-away‖, especially during times when there is need for greater staff presence. Such
                                                  times may be designated by the Community Manager and may not always be anticipated in
                                                  advance.

                                                  All communities provide on-going operations through national holidays and school break periods.
                                                  Keystones may be required to be available and work during these breaks. Specific staffing
                                                  decisions will be made within each community staff. Keystones should not make travel
                                                  arrangements for any break period without prior approval from his or her Community Manager.



                                                       Minimum of one completed semester at the local University or College

                                                       Minimum of one calendar year completed year at the University/college level

                                                       Minimum of one year living experience in either on-campus, or an off-campus student

                                                          specific community

                                                       Resident of Campus Apartments during employment
         The Keystone’s Guide to Residence Life




                                                       Enrolled as a student during Fall and Spring term

                                                       GPA 2.5 or above for undergraduates

                                                       GPA 3.0 or above for graduates

                                                       Felony-free




Proprietary & Confidential
                                                  Demonstrate a positive, enthusiastic,                            Ability to solve practical problems.
                                                  energetic, personable, and helpful attitude.
                                                                                                                   Ability to deal with residents in an
                                                  Excellent verbal and written communication                       empathetic, professional manner.
                                                  skills.
                                                                                                                   Strong customer service skills and
                                                  Strong organizational, time management                           the ability to relate easily to
                                                  and project management skills.                                   students, parents, university and
                                                                                                                   apartment staff.
                                                  Creativity.
                                                                                                                   Maintain composure and handle
                                                  Strong leadership skills and initiative.                         crisis or emergency situations by
                                                                                                                   contacting the appropriate
                                                  Open-minded and able to consider multiple                        authorities.
                                                  perspectives.
                                                                                                                   Effective team players that interact
                                                  Adaptable and flexible to new situations and                     well with others.
                                                  people.
                                                                                                                   Patient, even-tempered
                                                  Experience and interest in planning and                          and works well under pressure.
                                                  implementing fun activities and events for
                                                  residents.                                                       Able to maintain confidentiality.

                                                  Knowledgeable about the University and                           Able to follow directions and receive
                                                  local resources.                                                 feedback from supervisors.
         The Keystone’s Guide to Residence Life




                                                  As part of the Keystone program you will receive private or shared accommodations depending on the
                                                  community‘s configuration. Standard Keystone accommodations will consist of the least expensive floor
                                                  plan available. Should business needs dictate, the Community Manager will have the authority to place
                                                  a Keystone in a more expensive floor plan at no cost to the employee. Should you elect to live in a more
                                                  expensive floor plan than allowed through the program you are responsible for the difference in market
                                                  rents and is subject to the Community Manager‘s written approval.

                                                  You will not be responsible for utilities that are included in the base rent for the unit in which you are
                                                  placed. Keystones are responsible for paying for any utilities not included in the rent package or any
                                                  overages as defined by the utility agreement (cap).

                                                  A stipend of $100 per month, post-tax with bonus potential based on the community achieving its
                                                  leasing goals.

                                                  For every year in the Keystone position, the stipend will be increased by $50 per month as outlined
                                                  below.

                                                          1st Year Keystones receive $100 per month
                                                          2nd Year Keystones receive $150 per month
                                                          3rd Year Keystones receive $200 per month
                                                          4th Year Keystones receive $250 per month

                                                                The compensation benefit covers on average a 20 hour maximum work-week




Proprietary & Confidential
                                                  I confirm that I am able to perform these tasks with or without reasonable
                                                  accommodation and I understand that I am responsible for performing the duties and
                                                  responsibilities of my position in a manner that is consistent with the Company‘s goal of
                                                  total resident satisfaction.

                                                  I will observe safety guidelines and perform tasks in line with the Company‘s safety policy
                                                  and procedures.

                                                  My signature acknowledges I have thoroughly read the Campus Apartments Keystone Job
                                                  Description and I understand I am responsible for abiding by the terms and conditions of
                                                  the Keystone Job Description and Campus Apartments Policies and Procedures.

                                                  I understand that failure to comply may result in disciplinary action or immediate
                                                  termination of employment with Campus Apartments.



                                                  Printed Employee Name: _____________________________________________________
         The Keystone’s Guide to Residence Life




                                                  Employee Signature: _______________________________________ Date: ____________


                                                  Property Location: ___________________________________________________________




Proprietary & Confidential
                                                  SECTION 3.0
                                                       Keys to Success
         The Keystone’s Guide to Residence Life




Proprietary & Confidential
                                                  As a Keystone, you are required to assist the residents in
                                                  your community, and establish a relationship with the
                                                  residents of your assigned area. This will come as an easy
                                                  task with some residents, and a much more difficult one
                                                  with others. It is important that everyone in the community
                                                  understand what the role of a Keystone is, and thus feel
                                                  comfortable knowing what purpose you serve as one of
                                                  their peers. The concept of enforcing policies and also
                                                  providing support to residents may seem a bit contradictory
                                                  to some, and that is why educating your residents from the
                                                  beginning is crucial.

                                                  One of the best ways to lay the groundwork early with your
                                                  residents is to introduce yourself before they even arrive at
                                                  your community. This can be done via email or regular snail
                                                  mail. It can be a bit time consuming, but it can also payoff
                                                  for you in the long run. Introducing yourself before your
                                                  residents move in automatically gives them a connection to
                                                  the community, and a piece of mind that they are a valued
                                                  individual amongst many.

                                                  Move in day is the next step in starting the year off right. There is plenty of commotion on move in
                                                  day, and probably one of the longest days you will face all year long. Taking the time at the end of
                                                  the day and into the early evening hours to stop by your residents‘ units will make a great first
                                                  impression though. Carry a notebook and pen with you, and knock on each of your residents‘
         The Keystone’s Guide to Residence Life




                                                  doors. Let them know that you are just coming by to say ―hello‖ and introduce yourself. Make
                                                  sure that they know that you are the Keystone assigned to their unit, and if they have any
                                                  concerns throughout the year, you can help them along the way. Make sure they have your
                                                  contact information as well. You may have a few residents who want to make you aware of issues
                                                  they experienced during move in. Listen to their concerns, take notes, and be sure to follow up in
                                                  the appropriate manner the next day. This could mean entering work orders, or informing the
                                                  Community Manager of a situation. Remember, never promise an exact resolution or time frame
                                                  to have the problem resolved. There can be a back log during move in that could make certain
                                                  requests take longer than normal.

                                                  Within the first week of your residents moving in, you will want to have a mandatory group meeting
                                                  with your residents. Try to schedule the meeting in the evening time with the residents are not in
                                                  class, and keep it to a maximum of 1 hour. Also, you want to have dinner available for the
                                                  residents, so plan in advance to have pizza or other food co-vended. At the meeting, you will want
                                                  to cover the following items:

                                                           Introduction of yourself, how the residents can contact you, and your role as a
                                                               Keystone
                                                              Allow each of the residents to introduce themselves to the group
                                                              Review the community rules and set expectations for their behavior
                                                              Review emergency procedures, and designate a safe meeting place away from the
                                                               building in the event of an emergency situation
                                                              Explain the programs that will be organized, and find out what events the residents
                                                               are interested in participating in
                                                              Allow time at the end for a Q and A




Proprietary & Confidential
                                                  As the first few weeks go by, make it a point to learn all of your residents‘ names, and what unit
                                                  they live in. Having the ability to address your residents by name when you see them in the
                                                  common areas will let them know that you know who they are. This will make them more
                                                  comfortable seeking your assistance should they have a problem. It will also reduce the likelihood
                                                  of misbehavior throughout the year

                                                  In order to maintain an appropriate relationship with your residents throughout the year, you own
                                                  behavior will be key. Here are some tips on appropriate behavior for a Keystone:

                                                           Always follow the community guidelines and terms of the lease agreement. You
                                                               cannot be effective in enforcing policies if you are breaking them yourself.
                                                           Be consistent in handling concerns. Turning a blind eye for some residents, while
                                                               addressing the issue with others will again diminish your credibility.
                                                           Know your limitations. Do not attempt to handle an unsafe situation alone. Always
                                                            call for assistance from another Keystone, a courtesy office, your Community
                                                            Manager, or the police when necessary.
                                                           Notify your Community Manager immediately if you witness or suspect lease
                                                            violations such as illegal occupants, pets on the premises, weapons, drug use, etc.

                                                  A successful Keystone must be able to balance enforcing policies, while still creating a fun living
                                                  environment. Remember, residents choose their own actions and behaviors, and must therefore
                                                  suffer the consequences. Addressing inappropriate behaviors will only help keep your community
                                                  a pleasant place to live, and all of the residents that live by the guidelines will appreciate your
                                                  dedication.
         The Keystone’s Guide to Residence Life




Proprietary & Confidential
                                                  Time management is one of the most important skills that a Keystone should possess. As a
                                                  student, your course study should be your number one priority, and your job with Campus
                                                  Apartments your second. Both can be demanding, but carefully planning your time will allow you
                                                  to be successful in your school work and job, and still leave plenty of time for family, friends, and
                                                  social activities.


                                                  With 24 hours in a day, and 164 hours in a week, there is time to accomplish everything you want
                                                  if you plan well in advance. The average Keystone is in class 15 hours a week, works 20 hours a
                                                  week, and sleeps 8 hours a night. That leaves 77 hours a week to study, spend time with friends,
                                                  relax, have quiet time to yourself, and enjoy
                                                  any hobbies. Using those 77 hours wisely
                                                  will prevent you from stressing out and
                                                  feeling like there aren‘t enough hours in the
                                                  day to get everything done. Making a plan
                                                  isn‘t enough though. You have to have the
                                                  discipline to stick to the schedule, and still
                                                  allow flexibility for unforeseen events.


                                                  In order to get started, you must first assess
                                                  your own behaviors. Do you prefer staying
                                                  up late, and getting up late, or are you an
                                                  early riser? When do study the most
         The Keystone’s Guide to Residence Life




                                                  productively? Immediately after class, as
                                                  soon as you wake up? Make a list of your
                                                  own personal habits. The list will come in
                                                  handy during your planning stages.


                                                  Next, you need to have a planner. You can make one Excel, or purchase one from the store. It is
                                                  important to have space to write in activities from the time you wake up until you go to bed, in at
                                                  least 30 minute increments. There are versions available in stores with the increments where you
                                                  can see the entire week at a glance.


                                                  Fill in the planner for activities that you already know you are committed to, and block that time
                                                  off. You have your classes, your shifts at the property, events that you are holding, regular
                                                  standing meetings for clubs or groups that you are a member of, etc. Always use a pencil when
                                                  writing in your planner. It is much easier to make corrections when something changes.


                                                  Once you have your regular, recurring commitments in place, refer back to your list of behaviors,
                                                  and start filling in other daily activities. It is important to set aside time each day for studying, at
                                                  times that makes sense for you.




Proprietary & Confidential
                                                  A few helpful tips when planning study time are:


                                                               Avoid studying within 30 minutes of going to sleep at night.

                                                               Use down time in between classes to get study time in.

                                                               Try having a study group at a set day and time each week for each of your classes.

                                                               Most students retain more when studying during the day light hours, so make the
                                                               most of the day time.



                                                  Then, schedule activities in your planner as far in
                                                  advance as possible. Your class schedule can be filled in
                                                  for the entire semester. Your work schedule will most
                                                  likely change on a weekly basis, so be sure to fill it in as
                                                  soon as it is available. Don‘t forget to block off time for
                                                  personal activities such as sleeping, eating, exercising,
                                                  socialization, and ―me time‖.


                                                  Finally, write out a ―to-do list‖ for each day. Prioritize the
                                                  list with the most important items and the top and work
         The Keystone’s Guide to Residence Life




                                                  your way down to the less important items at the bottom.
                                                  If something happens and you are not able to complete
                                                  everything on your list, then at least you completed the
                                                  most important tasks. Also, it is helpful to get in the
                                                  habit of writing the list at the same time each day, either
                                                  before your go to bed for the next day, or first thing in the
                                                  morning when you get up.


                                                  Be sure that your list is specific. Instead of writing ―study for biology‖, it is better to be specific
                                                  about what you want to accomplish and write ―read chapter 10 for biology‖. Essentially, you are
                                                  setting a goal of exactly what it is that you would like to complete for the day.


                                                  If at any time during your tenure with Campus Apartments you feel overwhelmed by the amount of
                                                  commitments you are trying to juggling, talk to your Community Manager. They can further assist
                                                  you in planning your time, and offer suggestions on ways to eliminate any undue stress.




Proprietary & Confidential
                                                  College is a very hectic time in everyone‘s life. The demands of your coursework, compounded by
                                                  the responsibilities of your Keystone position, all the while juggling personal matters are the
                                                  recipe for a potential burnout. That doesn‘t have to be the case. Some days will be more
                                                  stressful than others, but living an overall well balanced lifestyle will prevent you from becoming
                                                  overwhelmed.

                                                  Following the tips below will help you avoid being the victim of burnout:

                                                               Use a planner to schedule your classes, work schedules, and other responsibilities.
                                                               As discussed in the Time Management section, it will help you maximize your daily
                                                               productivity.

                                                               Don‘t procrastinate. Waiting until the last minute will always stress you out and
                                                               make you more susceptible to burnout.

                                                               Exercise regularly. A healthy body is necessary for a healthy mind, and exercising is a
                                                               great way to reduce stress as well.

                                                               Address problems immediately. Problems typically do not go away, so whether it has
                                                               to do with a class, or something related to your job, always confront the problem
                                                               head on with the appropriate person to come to a reasonable solution.

                                                               Take time for yourself daily. Everyone needs some alone time each day. Even if it is
                                                               for only 15 minutes, be sure to plan time do to something for yourself that is calming
                                                               and relaxing.
         The Keystone’s Guide to Residence Life




                                                               Have fun at work. The best way to avoid burnout at work is to have fun. There are
                                                               many different responsibilities of a Keystone, and some may be more fun than
                                                               others. No matter what task you are working on, always make it fun and it will never
                                                               feel like work!




Proprietary & Confidential
                             The Keystone’s Guide to Residence Life




Proprietary & Confidential
                                                  SECTION 4.0
                                                        Administrative
                                                       Responsibilities
         The Keystone’s Guide to Residence Life




Proprietary & Confidential
                                                  Outside of your programming responsibilities, there will be other administrative duties assigned to
                                                  you during your office hours. These duties will vary by property, and will depend upon the overall
                                                  staffing and needs at your community. There may be additional administrative responsibilities
                                                  assigned to you by your supervisor including, but not limited to, filing, assisting residents with
                                                  lockouts, delivering notices to residents, or any other area where the office staff may need
                                                  assistance.




                                                  One of the more fun and interactive responsibilities that you may assist with when completing
                                                  office hours is outreach marketing. This can take on many different forms, again depending on
                                                  your property, the local market conditions, and other relevant factors.

                                                  Here are a few of the marketing responsibilities that you may be asked to assist with:
         The Keystone’s Guide to Residence Life




                                                         ON CAMPUS OUTREACH                 HUMAN DIRECTIONALS                FLYER DISTRIBUTION
                                                          Some universities allow          Everyone has seen them,                Promoting your
                                                         businesses to purchase a          and can probably identify           community through
                                                        table at the student union          off the top of their head
                                                                                                                             flyers on campus and in
                                                          on a specific day of the         what businesses have the
                                                            week for marketing            best ones. The purpose of           newspapers is a great
                                                         purposes. If this is a tool       a human directional is to             way to catch the
                                                        that your property utilizes,         direct traffic into your         attention of our target
                                                         you may be asked to help          community by holding an            market. As Keystones,
                                                          staff the table. This is a        eye catching sign at the            you know the best
                                                        great way to have fun with           intersection closest to           places on campus to
                                                          our potential customers         your property. This is your         post flyers to gain the
                                                           while informing them                time to put on your                most exposure.
                                                          about your community.            shades, plug in you iPod,
                                                                                              and have fun with it!



                                                  There are numerous other ways that you may be asked to help market and promote your property.
                                                  As a Keystone, you will be able to provide invaluable insight to your Community Manager about
                                                  what efforts students find most effective, and identify other avenues that may have not been
                                                  explored yet to best capture the attention of students.




Proprietary & Confidential
                                                  The renewal campaign is the crucial starting
                                                  point to pre-leasing for the next academic year.
                                                  How interested our residents are in wanting to
                                                  renew with us depends largely on their
                                                  experience from the time they contacted the
                                                  community for the first time about leasing
                                                  information through the time you ask them to
                                                  renew, and everything in between.           This
                                                  experience includes the interaction they have
                                                  had with everyone on the Campus Apartments
                                                  staff including Keystones, office staff, the
                                                  facilities team, or even vendors that may have
                                                  done work on site. That is one reason why
                                                  providing outstanding customer service every
                                                  day is crucial.


                                                  When it is time to begin the renewal
                                                  campaigns, the Keystones are the most
                                                  important component to the success of the
                                                                                                      RENEWALS
                                                  efforts. It will be your responsibility to get as
                                                  many of your residents as possible to renew             MADE
                                                  their lease with Campus Apartments. But don‘t
                                                  worry, we have a plan!                                  EASY
         The Keystone’s Guide to Residence Life




                                                  Your Community Manager will involve you in
                                                  the renewal campaign planning. Your site will
                                                  be using reference materials from ―Renewals
                                                  Made Easy‖, a guide for all properties to follow.
                                                  There will be a very systematic approach to the
                                                  renewal campaign, and your role will be key!


                                                  As a Keystone, you will be given a binder with
                                                  all the necessary tools to go door to door
                                                  encouraging your residents to renew their
                                                  leases for another term. For most
                                                  communities, there is a very narrow window of
                                                  opportunity for maximizing renewals. It will be
                                                  imperative that you do not procrastinate on
                                                  your renewal responsibilities, as it could have a
                                                  drastic impact on the overall success of your
                                                  community‘s resident retention rates and
                                                  lease-up.




Proprietary & Confidential
                                                  Building walks are required to be
                                                  completed by all Keystones for their
                                                  assigned building/floor on a weekly
                                                  basis. These walks will serve multiple
                                                  purposes. First and foremost, it will
                                                  give you the opportunity to note any
                                                  maintenance issues in your area.
                                                  Although our facilities team is out in
                                                  the community daily, sometimes they
                                                  may not see an issue that needs to be
                                                  corrected because they are focused
                                                  on responding to a work order. For
                                                  this reason, it is crucial that you
                                                  alternate your walks weekly so that
                                                  one week your check is done during
                                                  the day, and the next week, you walk
                                                  is completed at night. Observing your
                                                  area during the evening hours will
                                                  allow you to document any lights that may be out on the interior or exterior of your building/floor.


                                                  Weekly building walks also decrease the amount of time that it takes for concerns to be resolved.
         The Keystone’s Guide to Residence Life




                                                  For example, if one of your apartments on the backside of your building is throwing their cigarette
                                                  butts into the grass, it is much easier to talk to them and correct the bad behavior after
                                                  no more than a week, rather than it going on for months before someone notices.


                                                  There are some secondary benefits to building walks as well. First, your residents and other
                                                  residents of the community will see you out. This visibility and presence is important in building a
                                                  stronger community. Also, if a resident sees you out and about, they may be more likely to talk to
                                                  you rather than coming into the office. This could be a positive conversation about how much they
                                                  enjoy living in the community, or one of concern that they may be hesitant to seek advice for.
                                                  Either way, being there for the residents is one of your main roles as a Keystone.


                                                  You can find the appropriate form to document the findings on your building walks in the appendix
                                                  of this manual or on ProjectDox. Before turning your building walks in to your Community
                                                  Manager, enter a work order in Yardi for any maintenance items that need repair.




Proprietary & Confidential
                                                  Many Campus Apartments communities are
                                                  required to sort and deliver the residents‘ mail.

                                                  "Whether located on or off campus and regardless
                                                  of private ownership, such buildings are
                                                  nevertheless dormitories and either the school or
                                                  building owner is responsible for Final Delivery of
                                                  the student mail. Post office personnel are not to
                                                  distribute mail into apartment-type mailboxes"-
                                                  Postal Operations Manual 631.5

                                                  If your community falls under this situation, you may
                                                  be required to assist in the sorting and delivery of the residents‘ mail. The Community Manager
                                                  will post the schedule of who is responsible for completing the mail each day.

                                                  It is imperative that the entire staff is aware of this schedule and follows it daily. If someone on
                                                  the schedule cannot perform the duties on their assigned day, the Community Manager must be
                                                  notified and a fellow staff member will need to fill in. It is our responsibility to make sure that the
                                                  mail is delivered every single day, including Saturdays.




                                                  The acceptance of resident packages in the leasing office is determined on a property basis. If
                                                  your community accepts resident packages, the list below must be followed:
         The Keystone’s Guide to Residence Life




                                                       A package log must be kept of all packages received at the office, and the acceptance of
                                                           the package by the resident.
                                                       It must contain the following information: date the package was received, the resident the
                                                           package is for, the unit that resident lives in, the name of the staff member that received
                                                           and/or signed for the package, a place for the resident to sign once they pick up the
                                                           package, and a place for the resident to indicate the date they picked up the package.
                                                          If there is more than one package for a resident, each one must be logged individually.
                                                          The staff member that signs for or receives the package from the delivery service is
                                                           responsible for logging that package.
                                                          All packages must be kept in a secure location
                                                           that can only be accessed by staff members.
                                                          Residents should be notified that they have a
                                                           package in the office the same day their package
                                                           arrives. If your property has access to the
                                                           mailboxes, this is the most efficient means of
                                                           notification. If your property does not have access
                                                           to the mailboxes, then you should post a notice on
                                                           the resident‘s door.
                                                          Residents must show photo identification when
                                                           picking up their package, and will not be allowed
                                                           to pick up a package for a friend or roommate.
                                                          If a resident has not picked up their package after
                                                           72 hours, make another attempt to notify them.




Proprietary & Confidential
                                                  Service requests are requested by our
                                                  residents on a daily basis. How well we
                                                  assist the residents in taking and
                                                  completing those work orders weighs
                                                  heavily on how the customer perceives us
                                                  and how likely they are to renew their lease.

                                                  Service requests can be submitted online
                                                  by the residents themselves from any
                                                  computer by logging in on the property‘s
                                                  website.

                                                  If they choose to come into the office or call
                                                  in to have a work order entered, it is
                                                  important to help them with courtesy, and as quickly as possible. When taking information from
                                                  the resident, be sure to ask questions so that the information entered into the work order is as
                                                  thorough and accurate as possible. This will save the facilities staff time by being able to take the
                                                  appropriate tools with them rather than making a trip back to the maintenance shop.

                                                  Example:

                                                  A resident may say ―My ceiling is leaking‖.
                                                  Your response: ―I‘m sorry that you are having this problem.
                                                  Can you tell me exactly where in your unit the leak is
                                                  occurring?‖                                                                  Never write service
                                                                                                                                requests orders on
         The Keystone’s Guide to Residence Life




                                                  Continue to engage the resident in conversation by asking                   scrap sheets of paper,
                                                  all of the appropriate questions necessary to fully                           post it notes, etc..
                                                  understand the issue.

                                                  Other questions that may be useful in a case like this                          Service requests
                                                  would be ―Can you tell me when the leak started‖ or ―Is                    must be documented in
                                                  there water dripping continuously or is there just a water                 the appropriate manner
                                                  spot on the ceiling?‖
                                                                                                                                   every time!
                                                  Once you have all of the information to really
                                                  understand the work order, make sure to get the resident‘s
                                                  pertinent information: first and last name, unit and bedroom assignment,
                                                  telephone number where they can be reached, if a specific appointment time is necessary, are
                                                  there any pets in the unit, etc.

                                                  Be sure that the work order is filled out as you speak to the resident, either on the approved work
                                                  order form, or directly into Yardi. If it is filled out on the paper form, be sure to have it entered into
                                                  Yardi immediately as well.

                                                  Once the service request have been completed, a follow up telephone call will be made to the
                                                  resident to verify that they issue was resolved to their satisfaction. That call should be
                                                  documented on the work order before it is filed away.




Proprietary & Confidential
                                                  Incident reports will be mentioned many times throughout
                                                  this manual, and for good reason. Incident reports are a
                                                  way to document events that your Community Manager and
                                                  the corporate office need to be made aware of. They
                                                  provide details surrounding the event, and are very helpful
                                                  if and when an incident leads to legal action.

                                                  When completing an incident report, be as detailed as
                                                  possible. If local authorities are involved, always get the
                                                  case number assigned to the incident for future reference.
                                                  Remember, an incident report is about facts, not feelings.
                                                  Do not add personal opinions or feelings in the report. If
                                                  applicable, attach photographs for reference if possible.

                                                  There is a standard Campus Apartments Incident Report
                                                  that should be used by all CA employees. It can be found in
                                                  the appendix of this manual and on ProjectDox.

                                                  If you are unsure on whether or not an incident report
                                                  should be filed, ask your supervisor. The best advice is to
                                                  always err on the side of caution, and complete an incident
                                                  report. It is always better to have too much information
                                                  than not enough!
         The Keystone’s Guide to Residence Life




                                                                       Here are just a few examples of when an incident
                                                                       report should be completed:

                                                                            If a resident is injured on the property
                                                                            If an employee is injured on the property
                                                                            If a resident is the victim of a crime on the
                                                                             property
                                                                            If there is a vehicle accident on the property
                                                                            If there is any damage to a Campus
                                                                             Apartments owned vehicle
                                                                            If any building or structure on Campus
                                                                             Apartments property is damaged or
                                                                             destroyed due to acts of God, criminal or
                                                                             accidental infliction




Proprietary & Confidential
                                                  SECTION 5.0
                                                        Policies and
                                                         Procedures
         The Keystone’s Guide to Residence Life




Proprietary & Confidential
                                                                                   As a member of the Campus Apartments team, you should be
                                                                                   supportive of other team members at all times.

                                                                                   This includes your fellow Keystone staff members, as well as
                                                                                   other department personnel. You should know the reasons
                                                                                   behind various policies and be able to explain them to the
                                                                                   residents. ―Blaming it on maintenance‖ should not solve a
                                                                                   resident‘s problem that has been brought to you.

                                                                                   If you hear complaints about maintenance, sitting at the table
                                                                                   agreeing with the residents will not correct the problem.
                                                                                   Remember, as a staff member you have a direct line of
                                                                                   communication to address these concerns.

                                                                                   Never criticize Campus Apartments‘ operations to the
                                                                                   residents.




                                                            1.      1. As Campus Apartments employees, Keystones are
                                                                      expected to follow all applicable State and Federal
         The Keystone’s Guide to Residence Life




                                                                      laws and to adhere to the policies and procedures of
                                                                      the Company.

                                                                 2. 2. Be cautious in social relationships with our residents
                                                                      and with other staff members. Watch your actions so
                                                                      they cannot be questioned when you may have to
                                                                      question the action of others.

                                                            3.      3. Keep confidential information and material
                                                                      confidential. Failure to maintain confidentiality could
                                                                      result in the loss of your job! You may discuss a
                                                                      resident's problem with your Community Manager or
                                                                      with fellow staff members when necessary, but not
                                                                      where others may overhear you. The clubhouse or
                                                                      front desk is not the place to discuss resident issues!




                                                  Disharmony among staff members, should it exist, is best kept among the staff. If you have
                                                     issues address these with your Community Manager. There are adequate and proper
                                                        channels for your complaints and suggestions to be heard. A public outburst is
                                                                     unprofessional and extremely damaging to the team.




Proprietary & Confidential
                                                  Underage alcohol consumption is an issue all student communities and their employees face, be
                                                  it in terms of choices residents will make or, perhaps, in terms of the personal choices our
                                                  Keystones will make. Given the frequency, complexity, and controversy surrounding use of alcohol
                                                  on campuses and student communities, alcohol violations are particularly difficult issues for our
                                                  Keystone team members to confront. It is also a topic about which many Keystones have strong
                                                  personal opinions. It is important that a set of guidelines be established so that Keystones know
                                                  the consequences that violating the Campus Apartments alcohol policy may have on their
                                                  Keystone position.

                                                  The purpose of this statement is to create an environment where Keystones are consistent in the
                                                  enforcement of and adherence to the alcohol policy. All staff members become "tainted" when
                                                  one of us is seen in public violating the alcohol policy. This, in turn, makes the policy even more
                                                  difficult to enforce. Moreover, this statement serves to both inform staff of expectations and
                                                  consequences regarding alcohol use and to provide a framework from which all violations can be
                                                  handled fairly and consistently.

                                                  Although each situation is unique and will be viewed as such, the following defines the standard
                                                  disciplinary action which will be taken should a Keystone violate the alcohol policy:


                                                              It is important to remember that all Keystones are role models; thus, they should not
                                                               be publicly intoxicated. Keystones that are 21 and older do legally have the right to
                                                               consume alcohol. However, in compliance with the Drug and Alcohol abuse policies
                                                               of Campus Apartments, if any staff member uses alcohol irresponsibly and/or
                                                               becomes publicly intoxicated, s/he will normally be terminated.
         The Keystone’s Guide to Residence Life




                                                              Keystones should not encourage drinking in any manner. Therefore, Keystones are
                                                               prohibited from purchasing alcohol for underage residents. Should a Keystone
                                                               purchase alcohol for underage persons, s/he will normally be terminated.

                                                              Keystones, whether on or off campus, are role models for the Campus Apartments
                                                               communities which they represent. Talking about parties where underage drinking
                                                               has or will occur, or engaging in conversations about drinking to excess is a violation
                                                               of the alcohol policy. So, too, does attending parties where underage drinking occurs,
                                                               regardless of whether or not the individual staff member is drinking. Neither of these
                                                               is in the best interests of the staff or the reputation of the company. As a result,
                                                               severe action will be taken when a Keystone compromises the integrity of the
                                                               Company's alcohol policy. Without the enforcement of this policy, the credibility of
                                                               Campus Apartments and its team members is lost.

                                                              Failure to comply with any of these guidelines will result in immediate termination.




Proprietary & Confidential
                                                     Our goal is provide excellent customer service. Therefore, as a Keystone it is vital that
                                                      you maintain a professional appearance at all times. The first impression our
                                                      customers have of our community may be based on their interaction with you. Since
                                                      our Keystones serve as the first point of contact how you act, speak and look matters!

                                                     Campus Apartments has a dress
                                                      code policy. As a Keystone, you are
                                                      provided with a uniform which must
                                                      be worn at all times when
                                                      representing the company.

                                                     It is the responsibility of the
                                                      Community Manger or the appointed
                                                      designee to ensure that all staff
                                                      members are wearing proper attire.

                                                     Anyone not adhering to the standard
                                                      will be sent home to change; this
                                                      time will not count towards your
                                                      required working hours nor will you
                                                      be paid for the lost time.

                                                     Uniforms shall always be clean and
         The Keystone’s Guide to Residence Life




                                                      neatly pressed.

                                                     Clothes shall fit properly.

                                                     Keystones shall practice good
                                                      hygiene and bathe daily.

                                                     Hair shall look clean, be combed and
                                                      not be extreme in color or style – untidy or extreme hairstyles are inappropriate for a
                                                      business environment. This includes hair that is matted or messily thrown up in a
                                                      banana/chip clip.

                                                     Nails should be clean and of a conservative length.

                                                     Jewelry should be conservative in style and quantity.

                                                     Make-up can be worn, but should be professional and conservative.

                                                     Earrings should be matching, one in each ear.

                                                     Visible body art is not permissible.

                                                     Nametags/Campus Apartments ID must be worn at all times.

                                                     Gum chewing is not permitted during working hours.




Proprietary & Confidential
                                                  Staff meetings are an integral part of
                                                  communicating the needs of residents and
                                                  sharing information. To facilitate these
                                                  meetings, it is necessary to plan your
                                                  schedule ahead of time to make sure that
                                                  you are prepared and punctual.

                                                  You will be required to attend both
                                                  property staff meetings, and Keystone staff
                                                  meetings. Presence at both meetings is
                                                  crucial to your success. Property staff
                                                  meetings will focus on all aspects of the
                                                  community: leasing, marketing,
                                                  accounting, facilities, Keystone events, and
                                                  all other regular operational items.
                                                  Keystone staff meetings will allow the
                                                  planning of community events and
                                                  discussions on other Keystone specific
                                                  topics.

                                                  Here are some items to keep in mind to maximize effectiveness in staff meetings:

                                                                 Participate actively.
         The Keystone’s Guide to Residence Life




                                                                 Stick to the agenda item being dealt with and help others stick to it. This will
                                                                  ensure that people won't forget to mention items or miss comments or
                                                                  instructions.

                                                                 When you don't completely understand something, ask for clarification.

                                                                 When you have an opinion, state it honestly and clearly. If you have a complaint,
                                                                  back it up with a proactive solution.

                                                                 If you volunteer for an event or assignment, follow through and do it promptly.

                                                                 If you miss a staff meeting, read through the meeting minutes located in the
                                                                  Community Activity Book. If you need further information on any of the items
                                                                  discussed, immediately follow up with your Community Manager.




                                                  All Keystones will be required to participate in a monthly conference call with the National Director
                                                  of Residence Life. Each month, there will be an agenda sent out prior to the call. Always review
                                                  the agenda prior to the call, and have any necessary information prepared in advance.

                                                  The call will also serve as a forum for Keystones to share ideas with each other. It could be about
                                                  successful events, setting up co-vending partnerships, new ways to market programs, or anything
                                                  else to help your fellow Keystones.

                                                  There will be at least two different times for every call. This will allow all of our properties across
                                                  the country to participate based on their personal schedules. The calls will last approximately one
                                                  hour, and you should be clocked in during this time.




Proprietary & Confidential
                                                  We know you already have a busy school schedule, how are you going to manage your required
                                                  Keystone hours?

                                                                           Here‘s how it works:

                                                                           Work no more than a maximum 20 hours per week, except during busy
                                                                           times as determined by your Community Manager.

                                                                           Your Community Manager may divide your time so that several hours are
                                                                           spent in the office and others are spent preparing for a community
                                                                           programs and activities or outreach marketing.

                                                                           The Community Manager will determine the specific work schedule.

                                                                           It is best you maintain a 2-hour shift or longer each time you work. This
                                                                           will allow you to really focus on the tasks assigned to you that need to be
                                                                           done and provide a sense of consistency for your Manager and team
                                                                           members.



                                                  It is your responsibility to request a change of hours from your Community Manager or their
                                                  nominated designee as far in advance as possible.

                                                  For holidays, you must request the time off from your Community Manager. Our leasing offices
         The Keystone’s Guide to Residence Life




                                                  and recreational facilities remain open during most holidays and Keystone coverage is expected.

                                                  Making changes once the Keystone schedule is posted should only occur in rare instances when
                                                  unforeseen circumstances arise. Extenuating circumstances may include but not be limited to:

                                                  You become ill.                                      If you are aware of any of these situations
                                                                                                       24 hours in advance of your shift you should
                                                  You have an unplanned exam, paper or                 make your manager aware. You are
                                                  project to be prepared for (This does not            responsible for finding another Keystone to
                                                  mean that you neglected to prepare for it –          fulfill your shift. If you have contacted all
                                                  there is a difference!).                             Keystones and cannot find someone to help
                                                                                                       you, then make your manager or their
                                                  You have a personal emergency.                       appointed designee aware of the situation
                                                                                                       and they will assist you. If any of these
                                                  You have a family emergency.                         situations occurs unexpectedly, you should
                                                                                                       call the Leasing Office immediately and
                                                                                                       speak directly to the Community Manager or
                                                                                                       their appointed designee.

                                                                                                       Finally, if you are going to be late,
                                                                                                       immediately call the Leasing Office and let
                                                                                                       your Manager know. Again, this should be a
                                                                                                       rare occurrence.




Proprietary & Confidential
                                                  The following policies will review some of the more day-to-day tasks encountered by Keystones as
                                                  they relate to the various operations of your community. Keystones are considered to have a vital
                                                  impact on the organization, awareness, and efficiency of a property.


                                                                                     Official communications are to go through the Community
                                                                                      Manager's Office.

                                                                                     Staff members must receive copies of all correspondence
                                                                                      distributed to recipients.

                                                                                     If a temporary sign is used, it must be neat and approved
                                                                                      by the Community Manager before it may be displayed.
                                                                                      Hand-written signs are unacceptable.

                                                                                     The word "Management" should never be used on signs.
                                                                                      Any form of communication should give the name and/or
                                                                                      title of the person involved.

                                                                                     Solicitors are not allowed on Campus Apartments‘ property
                                                                                      without approval from the Community Manager. Door-to-
                                                                                      door solicitation is prohibited without the express written
                                                                                      consent of the Community Manager.
         The Keystone’s Guide to Residence Life




                                                                                     Vendors and solicitors must limit the posting of
                                                                                      materials/flyers to designated bulletin boards in the main
                                                                                      lobby.

                                                                                     Resident rosters are not to be given out to solicitors or
                                                                                      anyone outside of the staff.

                                                                                     Requisition of office supplies for the property must be
                                                                                      cleared through the Community Manager.

                                                                                     It is the Keystone‘s responsibility to submit all incident
                                                                                      reports to the Community Manager immediately after the
                                                                                      incident if they are directly involved.

                                                                                     All bulletin boards must be kept neat and up to date.




Proprietary & Confidential
                                                  As employees of Campus Apartments, Keystones are
                                                  encouraged to contribute to the energy conservation
                                                  efforts of the company. While out on property and as
                                                  a part of your daily routine, Keystones are required to
                                                  check for lights left on unnecessarily, water running,
                                                  etc., and report any other problems immediately to
                                                  the maintenance department. Keystones should also
                                                  encourage their fellow residents to observe our
                                                  energy saving policies.



                                                                   Turn off all unnecessary lights. Verify that the timers on exterior lights are
                                                                   working properly and lights are not on during daylight hours unless necessary for
                                                                   safety.
                                                                   Make sure all faucets/showers are turned off, and are not leaking. Encourage
                                                                   your residents to do the same for their apartments.
                                                                   Submit a service request for any leaks and/or "running" toilets noticed in the
                                                                   common areas.
                                                                   Close all window blinds. Also submit a service request for any missing or torn
                                                                   screens to the Maintenance Department.
         The Keystone’s Guide to Residence Life




                                                                   Verify that all appliances (stereos, irons, TVs, etc.) are turned off when not in use.
                                                                   Maintain thermostats on air conditioning units at 76 degrees. Use ceiling fans to
                                                                   help further cool a room.
                                                                   Replace incandescent light bulbs with compact fluorescent light bulbs (CFLs),
                                                                   which cost more initially but use up to 75 percent less electricity and last 10
                                                                   times longer.
                                                                   Replace artificial lighting with sunlight when possible, with windows near
                                                                   workstations and an office layout that utilizes natural lighting.
                                                                   During business hours, enable or install power management software on
                                                                   computers and accessories so they will power down during inactivity without
                                                                   sacrificing performance.
                                                                   Look for products that have earned an ENERGY STAR performance rating, which
                                                                   use as much as 60 percent less energy than standard equipment.
                                                                   If a device is not being used for a day, leave it off.
                                                                   Many computers have ―sleep mode‖ for when you step away for a meeting or
                                                                   lunch.
                                                                   Remember to shut down your computer before you head home for the day.




Proprietary & Confidential
                                                  Getting Started

                                                  Accountability is crucial to the success of your recycling program. Who is going to be your ―man
                                                  behind the curtain‖? This is especially true at the beginning. Finding the right person to head this
                                                  up is crucial.

                                                  The ideal recycling coordinator will be:

                                                          Enthusiastic about recycling and/or the environment
                                                          Well organized
                                                          A good communicator
                                                          Familiar with starting, overseeing and maintaining programs
                                                          In contact with the property‘s waste haulers, janitorial staff or contracts

                                                  Decide What to Collect

                                                  Paper makes up an average of 37.5 percent of the waste stream. What does your property use?
                                                  What do your residents use? Sharpen your pencil. Take a walk around. Start making a list.

                                                  Here are a few possibilities:

                                                         Computer paper                                           Glass bottles
                                                         Aluminum cans                                            Ink jet/toner cartridges
         The Keystone’s Guide to Residence Life




                                                         Batteries                                                Plastic bottles
                                                         Light bulbs                                              Telephone books
                                                         Computers and accessories


                                                     Choose a Collection Method

                                                     To mix or not to mix? So, you know what materials you are going to recycle. Now, how do you
                                                     collect them? Does everything have to be separated or can it all be thrown in the same bin?
                                                     Well, you can do either. The pros and cons of each option are outlined below.

                                                     Source Separation - Recyclables are separated by specific type.

                                                         Pros:

                                                              Bin items are extremely specific, with fewer questions as to what goes where
                                                              Separated materials can have a higher market value
                                                            It creates more environmental awareness for employees
                                                         Cons:

                                                                 It requires more recycling bins (and a higher set-up cost)
                                                                 Your recycling coordinator may have to spend time sorting materials
                                                                 You may have to find multiple destinations for recyclables if they are source
                                                                 separated




Proprietary & Confidential
                                                  Commingled Collection

                                                  Recyclables are mixed together. The separation process happens at a Material Recovery Facility.

                                                      Pros:

                                                               It is less time consuming for employees
                                                               It usually involves larger participation
                                                               The recycling coordinator will have less time invested

                                                      Cons:

                                                               Market values may be lower (e.g. mixed office paper may lower the value of computer
                                                               paper if both are combined)
                                                               Materials may be contaminated easier if commingled
                                                               Less opportunity for resident education about recycling


                                                  Choose a Hauling Option

                                                  Be realistic in planning how much your property is capable of recycling. You know what materials
         The Keystone’s Guide to Residence Life




                                                  you are recycling. You‘ve determined your method of collection. You‘ve got full recycling bins. Now
                                                  how do you get rid of it?

                                                  The following are the most common hauling options available to businesses:


                                                               Drop-Off Recycling Locations - Preferable if you have a small volume of recyclable
                                                               materials
                                                               Pick-Up Providers – Private companies or party of your current waste management
                                                               program
                                                               Cooperative Recycling—Popular in multi-tenant buildings or complexes, strip malls
                                                               and industrial parks where your resources can be pooled
                                                               Back Hauling—Applies mostly to rural locations




Proprietary & Confidential
                                                  Questions for Recycling Service Providers

                                                  You‘ve chosen your hauling method. But what questions should you ask? We‘ve put together
                                                  some questions and information for you below.

                                                          Information to Have on Hand before Calling:

                                                              What materials you have to recycle
                                                              Quantity (e.g. pounds or tons) of each material generated in a given time frame (e.g.
                                                              per week or per month)
                                                              Number of participating employees
                                                              Amount of storage space for recycling bins
                                                              How the recycler can access your location (needed for pick-up service only)

                                                          Ask About Types and Cleanliness of Recyclables:

                                                              What recyclables are accepted?
                                                              How do the recyclables need to be sorted?
                                                              What materials are considered contamination?
                                                              Is there a charge for contaminated materials?
         The Keystone’s Guide to Residence Life




                                                          Ask a Drop-off Service:

                                                              Is there a minimum volume requirement?
                                                              How much will be paid for recyclables?
                                                              Is there an account option for payment?
                                                              If so, how much must the account accrue in order to receive a check?

                                                          Ask a Pick-up Service:

                                                              What is the volume requirement?
                                                              Is there a charge involved?
                                                              How often will charges occur?
                                                              What is the frequency of pick up?

                                                          Ask About Payment for Recyclables:

                                                              How are prices determined for recyclables and how often does it vary?
                                                              Are you required to sign a service contract?




Proprietary & Confidential
                                                  Ask About Equipment & Training Provided:

                                                      What type of container/bin is provided for final collection?
                                                      Does the container need to be inside or outside?
                                                      How much space is required for the container?
                                                      Is it lockable?
                                                      How much space is required for a truck to pick up the container?
                                                      Is there a rental charge for the container?
                                                      Is desk top or internal collection containers provided?
                                                      If so, is there an additional charge?
                                                      Do containers need to be returned if service is discontinued?
                                                      Is there employee education provided?
                                                      If so, is there an additional charge?

                                                  Confidentiality Services (if needed)

                                                      Is documentation provided for the destruction of confidential materials?
                                                      If so, what is the fee?
                                                      Can the destruction be witnessed?
         The Keystone’s Guide to Residence Life




                                                      Is a Certificate of Destruction provided?
                                                      Is the material recycled after it is destroyed?

                                                  Miscellaneous

                                                      Can references for other commercial accounts be provided?
                                                      Can a sales representative provide an on-site visit for a formal quote?




Proprietary & Confidential
                                                  Organization is crucial to recycling. No matter what type of recycling program you implement, you‘ll
                                                  want to set up clearly-labeled plastic bins in places the office will use them. Some good locations:


                                                          A paper recycling bin and/or ink cartridge recycling bin in the copy room
                                                          Aluminum/glass/plastic recycling bins in the kitchen
                                                          An electronics recycling bin in the storage room

                                                  Another issue to consider for your recycling program is contamination. Materials that are
                                                  contaminated won‘t be recycled. Luckily, contamination can easily be avoided by following these
                                                  steps:
                                                             1. Rinse out containers, so bins won‘t get all sticky
                                                             2. Make sure there‘s no food waste mixed in with recyclables (e.g. cardboard pizza
                                                                 box with oil remains) and that materials aren‘t mixed (e.g. aluminum cans mixed
                                                                 with paper)
                                                             3. When in doubt, throw it out

                                                  Now it is time to implement your program, and there are several factors to consider, including:

                                                  Internal Collection Container Locations

                                                  Your program will only be as effective as how easy it is for employees to participate. Bin quantity
                                                  and location plays a huge role in this. Here are a few options:
         The Keystone’s Guide to Residence Life




                                                  Desk Side or Desk Top Containers

                                                  All employees will go through paper, if nothing else than from office mail. By placing a paper
                                                  recycling bin next to the trash at each employee‘s desk, it will become second nature for them to
                                                  recycle paper. These can be purchased from a container company, or you can simply use a
                                                  cardboard box.

                                                  Central Collection Containers

                                                  These containers are for residents, and should be placed strategically in areas where products will
                                                  be collected. The best location for these containers will depend upon your community‘s layout, but
                                                  will usually be most effective near the already established trash dumpsters.

                                                  Final Collection Containers

                                                  These are often provided by the recycling pick up service provider, and serve as a final destination
                                                  for all your recyclables before they are picked up or dropped off. Products from desk top and
                                                  central collection bins will be unloaded into these large bins, which are usually hampers on rollers
                                                  or plastic barrels with lids and wheels.

                                                  Monitor Your Program

                                                  Once your recycling program is in place, monitor its progress to evaluate cost effectiveness,
                                                  resident participation and environmental impact.




Proprietary & Confidential
                                                  Provide Feedback to Residents
                                                  Share the success, progress and problems with your company‘s program periodically with
                                                  residents. Here‘s how:


                                                          Use memos, newsletters or e-mails to distribute updates or milestones about the
                                                          program
                                                          Inform staff of certain contaminants or individuals/departments with strong participation
                                                          Publicize the quantity your property recycles and revenues over a certain period (month,
                                                          quarter, year); your hauling company will be able to provide this information
                                                          Calculate/distribute disposal cost savings based on the decrease of office waste
                                                          Survey employees/departments to identify program problems and improvements
                                                          Post informative articles on recycling, source reduction, reuse and/or the environment to
                                                          further educate staff and residents

                                                  Promote Your Program outside the Property

                                                  Show how successful and creative your program is by promoting your company‘s efforts outside
                                                  the business.


                                                          Consider applying for various local, state or federal awards, such as the Paper Recycling
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                                                          Awards
                                                          Become an EPA WasteWise business to further improve your program
                                                          Get involved in local, state and/or national recycling, environmental or industry-related
                                                          organizations
                                                          Distribute press releases on your program to local newspapers


                                                  Promote Your Program through Education

                                                  Proper staff education is crucial to the success of your recycling program. Here are some tips:


                                                          Education should start before your recycling program so residents know what to recycle
                                                          Introduce your residents to the program in writing, such as a flyer or newsletter article
                                                          If you are using a recycling pick up service provider, ask about community education and
                                                          training
                                                          Explain how recyclables are collected, what is recyclable, how the program will benefit the
                                                          environment and the company, as well as other waste reduction and reuse measures that
                                                          will be implemented
                                                          Show samples of recyclables and non-recyclable materials (contamination) on a board or
                                                          sign near recycling containers




Proprietary & Confidential
                                                  SECTION 6.0
                                                      Customer Service
         The Keystone’s Guide to Residence Life




Proprietary & Confidential
                                                  The first thing that probably comes to mind is our residents. Of course they are one of our biggest
                                                  customers, but they are not the only ones. In the big picture of your community, building a strong
                                                  client base, and continuing relationships with the colleges and Universities that you serve, who
                                                  else are your customers?




                                                                                                  In the spaces below, fill in 5 other groups of people that would
                                                                                                     be considered our customers, and explain why. If you get
                                                                                                   stuck, there are some hints at the bottom of the page. Don‘t
                                                                                                       peek until you discuss the possibilities with your fellow
                                                                                                                              Keystones!




                                                                                                     1. _____________________________________
                                                                                                        _____________________________________
                                                                                                        _____________________________________
                                                                                                        ___________________
                                                                                                     2. _____________________________________
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                                                                                                        _____________________________________
                                                                                                        _____________________________________
                                                                                                        ___________________
                                                                                                     3. _____________________________________
                                                                                                        _____________________________________
                                                                                                        _____________________________________
                                                                                                        ___________________
                                                                                                     4. _____________________________________
                                                                                                        _____________________________________
                                                                                                        _____________________________________
                                                                                                        ___________________
                                                                                                     5. _____________________________________
                                                                                                        _____________________________________
                                                                                                        _____________________________________
                                                                                                        ___________________




Proprietary & Confidential
                                                  Great customer service is the lifeblood for any business, and
                                                  ours is no exception. You can run advertisements in the
                                                  school paper, and do extensive outreach marketing, but
                                                  unless you can make a positive first impression, and keep
                                                  your current customers happy, your property won‘t be
                                                  successful for long.


                                                  Great customer service is all about bringing customers back.
                                                  For us in the student housing business, that means a high
                                                  renewal rate. If you are a good salesperson, you can sell
                                                  anything to anyone once, but it is the approach to customer
                                                  service that determines whether or not you‘ll be able to keep
                                                  renewing your residents year after year.


                                                  The essence of good customer service is forming a
                                                  relationship with your customer. The basic foundation for
                                                  this relationship is to act accordingly because you will be judged on what you SAY and what you
                                                  DO.


                                                  Providing great customer service is not difficult, but it does take time, patience, and a friendly
                                                  attitude!
         The Keystone’s Guide to Residence Life




                                                                                       Did You Know?

                                                                           Customers who have complained to an
                                                                            organization and had their complaints
                                                                          satisfactorily resolved tell an average of 5
                                                                           people about the treatment they receive.




Proprietary & Confidential
                                                  All callers, prospective and current residents
                                                  shall be treated with respect, enthusiasm
                                                  and a positive attitude.

                                                  People are our focus and our business. Stop
                                                  what you are doing and give the customer
                                                  your full attention.

                                                  Regardless of what is going on in your
                                                  personal life, be friendly, welcoming and
                                                  enthusiastic in your interactions.

                                                  Learn the names of your residents and use
                                                  them often.

                                                  Keep your relationships professional.             If you don‘t know an answer, admit it and
                                                                                                    strive to find out immediately. If this cannot
                                                  Do not gossip or discuss a resident or            be done quickly tell the customer that you
                                                  colleague‘s personal situation.                   will contact them within an agreed
                                                  Confidentiality, integrity and privacy are non-   timeframe – and do so!
                                                  negotiable.
                                                                                                    Be patient, understanding and
         The Keystone’s Guide to Residence Life




                                                  Do not chew gum while working.                    compassionate when dealing with upset
                                                                                                    customers; refrain from raising your voice.
                                                  Demonstrate positive body language at all         Remember the customer‘s anger is not
                                                  times by smiling and maintaining eye              personal.
                                                  contact. Do not yawn, frown or roll your
                                                  eyes.                                             Listen at all times; do not interrupt your
                                                                                                    customer when they are speaking.
                                                  Maintain a pleasant and respectful tone of
                                                  voice at all times.                               Ask questions to confirm that you
                                                                                                    understand the customer‘s needs. Take
                                                                                                    notes to make sure that you have all the
                                                                                                    details.
                                                                Did you know?
                                                                                                    Respond with a sense of urgency to all
                                                    Dissatisfied customers tell an average          issues and concerns.
                                                     of ten other people about their bad            Apologize if there has been an
                                                                  experience.                       inconvenience – it may be that a fellow team
                                                                                                    member has made a mistake.
                                                        Twelve percent tell up to twenty
                                                                   people.                          Say thank you for bringing questions or
                                                                                                    concerns to our attention.




Proprietary & Confidential
                                                                         Be sure that someone is picking up the telephone every time it rings. The
                                                  person on the other line is always a customer: either someone wanting to do business with us or
                                                  someone already doing business with us that needs help.

                                                                                                             Not plan to keep them; will keep them!
                                                  Reliability is one of the keys to any good relationship, and good customer service is no exception.
                                                  Think before you give any promise because nothing annoys customers more than a broken one.

                                                                                 If a customer is coming to you for answers to a question or
                                                  needing help solving a problem, listen and give them your undivided attention. You will have a
                                                  clear understanding of what the problem is and if you are not equipped to handle the inquiry, then
                                                  you can offer the customer assistance from another team member and bring them up to speed
                                                  rather than having the customer repeat themselves.

                                                                             No one likes hearing complaints, or dealing with an irate customer.
                                                  Putting the person off is not going to make the problem go away, but just make it worse. The best
                                                  way to handle a complaint is as soon as it is brought to your attention. The sooner a resolution
                                                  can be found, the happier the customer will be.

                                                              If someone is taking the time to approach you and ask a question, clearly they do not
                                                  know the answer. Something that might seem like common knowledge to you may not be to
                                                  someone else. Assist them as thoroughly, quickly, and as politely as
                                                  possible, and they will be thankful.
         The Keystone’s Guide to Residence Life




                                                                        The more you can cross train and understand
                                                  other areas of the business besides the department you work in, the
                                                  better. Often, customers have just a quick question. If the person in
                                                  that department is not available, it creates a delay in helping the
                                                  customer. However, if you are cross trained and knowledgeable, you
                                                  can help them immediately.

                                                                             Don‘t just give a verbal answer. Follow
                                                  through by showing the customer exactly what they need help with.
                                                  For example, if they want to pay their rent online but have never done
                                                  so, don‘t just tell them the website address. Take them into the computer lab, and walk them
                                                  through the process step by step.

                                                  Providing great customer service can mean the difference in a 30% renewal rate, and a 40%
                                                  renewal rate. Remember that you never get a second chance to make a first impression. It is
                                                  important to provide consistently high customer service at all stages from touring the community,
                                                  to signing a lease, to move in day through move out day. Even after a resident moves out, they
                                                  will still talk about places they have lived with their friends. We want to be sure that every time
                                                  someone talks about a Campus Apartments community, they are talking about a positive
                                                  experience.




Proprietary & Confidential
                                                   CUSTOMER
                                                   SERVICE!
                                                  Choose to treat others in the same way you would like to be treated.
                                                  Understand the needs of the customer so you may assist them appropriately.
                                                  Smile! It‘s your best accessory, and it even shows through the telephone.
                                                  Take responsibility to help a customer through to the end, even if other staff members
                                                        assist you in the process.

                                                  Open yourself to change. The sooner you embrace it, the more helpful you will be.
                                                  Mind your manners! Say ―please‖, ―thank you‖, ―ma‘am‖, and ―sir‖.
         The Keystone’s Guide to Residence Life




                                                  Educate yourself on all areas and functions of the community.
                                                  Refer correctly. Nobody likes the run-around, so if you can‘t help the customer, make
                                                        sure the person you send them to can.

                                                  Say it and show it. Words mean nothing if your actions do not back them up.
                                                  Empathize with someone experiencing a difficult situation.
                                                  Respond quickly. Show the customer their needs are important to you.
                                                  Value your ability to make a difference, and it will show in your performance.
                                                  Initiate assistance. Offer help if someone appears to need it. Don‘t wait for them to ask.
                                                  Choose to do the right thing every day.
                                                  Exclude no one. Every person deserves the highest level of customer service possible.




Proprietary & Confidential
                                                  There may be times when despite your best efforts, and
                                                  those of your fellow staff members, a customer is not
                                                  satisfied with the resolution to their concern. Upon these
                                                  circumstances, the customer can be referred to CA Cares.

                                                  CA Cares is the Campus Apartments‘ customer care and support program. The mission of the
                                                  program is to build strong lasting relationships based on superior customer service, integrity, and
                                                  mutual respect with our residents, their parents, and the colleges and universities we serve.




                                                               Always attempt to assist the customer before referring to CA Cares.

                                                               If you are not able to successfully resolve the customer‘s concern, have the customer
                                                               speak to another member of your staff. It is important that all possible resolutions
                                                               are taken into consideration before referring someone to CA Cares.

                                                               Be sure that your Community Manager is aware of any issue that is referred to CA
                                                               Cares in the event they are not able to assist the customer personally.
         The Keystone’s Guide to Residence Life




                                                               Customers can reach CA Cares via telephone, fax, or email. Concerns are able to be
                                                               processed much more efficiently if they are submitted via email, so encourage the
                                                               customer to use this method if at all possible.

                                                               There are many different collateral pieces at each community where you can find the
                                                               CA Cares contact information. This includes business cards for distribution, as well
                                                               as posters and tent cards that are displayed in the office and recreation areas. You
                                                               can also refer customers to the Campus Apartments website. There is a tab for CA
                                                               Cares on every community‘s page.




                                                               Telephone messages are often unclear, and it is difficult to hear important
                                                               information such as names, or return contact information.

                                                               Emails make it very quick to forward out to the appropriate person for follow up, and
                                                               the concern can be reviewed in the customer‘s own words.

                                                               Emails provide a paper trail of tracking the concern with all parties involved to be
                                                               sure it is followed through to completion.




Proprietary & Confidential
                                                  SECTION 7.0
                                                         Sales and
                                                        Techniques
         The Keystone’s Guide to Residence Life




Proprietary & Confidential
                                                  Before you can begin to be an advocate and expert of your community, you must first understand
                                                  it inside and out. This means understanding the physical structures, the policies and procedures,
                                                  and what it takes to lease at your community.

                                                  This information about your community will
                                                  also assist as you begin to help in leasing. The
                                                  degree to which you will be leasing is largely
                                                  dependent on the structure of your property,
                                                  and other staffing that is in place. In some
                                                  communities, Keystones will provide regular
                                                  assistance in leasing, while other communities
                                                  will only require Keystones to help in a limited
                                                  capacity. This section serves as an overview
                                                  of basic leasing skills. All Keystones that will
                                                  be involved in leasing to any degree should
                                                  complete the Campus Apartments Leasing and
                                                  Marketing Guide located on ProjectDox.
         The Keystone’s Guide to Residence Life




Proprietary & Confidential
                                                  In today‘s multi-family housing industry, it is crucial to have proper phone techniques. There are a
                                                  vast number of choices for today‘s consumer, so the use of proper phone techniques can set you
                                                  apart from the rest. Enthusiastic and professional phone etiquette can be a great producer of
                                                  quality traffic. If your property does not have a lot of walk-in traffic, but your phone seems to be
                                                  ―ringing off the hook,‖ maybe you should look at your phone skills.




                                                                                              Speak clearly with the name of the property and always
                                                                                              identify yourself, i.e. ―Thank you for calling (Property
                                                                                              Name) a Campus Apartments Community. This is Holly,
                                                                                              how may I help you?‖ The caller knows whom they are
                                                                                              speaking with and that they have dialed the
                                                                                              appropriate number.
                                                                                              You can also vary your greetings with something like:
                                                                                              ―It‘s a great day at Campus Apartments,‖ or ―Happy
                                                                                              Holidays from Campus Apartments.‖ Your voice is one
                                                                                              of the first contacts a prospect makes with your
                                                                                              property; make it count! Smile when you answer and it
                                                                                              will be heard!
                                                                                              Keep your phone log cards by the phone and fill it out
                                                                                              accordingly. Phone calls are very important and are
         The Keystone’s Guide to Residence Life




                                                                                              key sources of walk-in traffic. Every staff member who
                                                                                              answers the phone should have phone log cards near
                                                                                              the phone and entered into traffic via YARDI. The
                                                                                              phone log cards help to remind you what questions to
                                                                                              ask!



                                                  Who am I speaking with?
                                                  What size apartment are you interested in?                      While setting up the appointment, get the
                                                                                                                  caller‘s number so that you may follow up
                                                  When did you need it?                                           with them if they miss their appointment.
                                                  Knowing this information will help you to proceed with the      Remember, a phone call is a conversation.
                                                  conversation. Draw the prospect a mental picture of what        Ask and you shall receive!
                                                  your community is like and how you have the best
                                                  apartment to fit their needs.
                                                                                                                  Complete your guest card and make it a
                                                  You should always know your availability. If you can meet       point to follow up and document your
                                                  the caller‘s needs, invite the caller out to visit your         findings.
                                                  property. Set up a definite time: (i.e. Instead of ―come out
                                                  this afternoon,‖ you could say, ―Would 2:30 or 3:00 be a
                                                  better time to take a tour of our community?‖) After            The more we learn about the caller’s
                                                  setting up the appointment, be sure you are available and       needs and wants, the more it will help us
                                                  prepared when the prospect arrives.              Keep your      to fill those needs!
                                                  information sheet handy to remind yourself of what the
                                                  caller was interested in.                                       Turn your phone calls into residents!




Proprietary & Confidential
                                                  When the
                                                  prospect enters
                                                  your office,
                                                  make them feel
                                                  welcome and at
                                                  ease.
                                                  Approach them
                                                  with sincerity.
                                                  From the
                                                  moment the
                                                  prospect enters
                                                  the leasing
         The Keystone’s Guide to Residence Life




                                                  office, you must take control of the
                                                  situation. Be confident and
                                                  enthusiastic about your work and
                                                  community.
                                                                                         When a prospect inquires about viewing an
                                                                                         apartment, do not rush him or her out of the
                                                  Greet the prospect with a smile and    door to the model. You should qualify the
                                                  choose a greeting such as,             prospect first. Find out the information that
                                                  ―Welcome to Campus Apartments.         will allow you to select the perfect choice.
                                                  I‗m (your name). How may I help
                                                  you?‖ Be sure to stand and move        Take the time to review their guest card.
                                                  from behind your desk. They should     That will allow you to deal with any issues
                                                  respond with their name and you        they may have. They may have pets or do
                                                  need to remember it and use it in      not want a furnished unit, et cetera.
                                                  the conversation. Once it is           Remember the golden rule, always treat
                                                  determined what their needs are,       every customer the same, and treat him or
                                                  you can react appropriately.           her as you would like to be treated and you
                                                                                         can never go wrong.




Proprietary & Confidential
                                                  When leaving the office, be sure to give a       and use the prospect‘s name during the
                                                  tour of all your amenities, clubroom, pool,      presentation. The guest card is a wealth of
                                                  fitness center, computer lab, etc. Point out     information and we normally have them fill it
                                                  that all these amenities are included in their   out when they first arrive at the office. DO
                                                  rent. Be sure to use the words ―you‖ and         NOT leave it on the desk and rush out to
                                                  ―yours‖. An example would be, ―This is your      show the apartment. They have taken the
                                                  weight room with adjacent showers‖ and           time to fill it out, so you must review it
                                                  ―This is your clubroom for activities.‖          before leaving the office and attach it to your
                                                                                                   leasing book so that you have it during the
                                                  After viewing all the amenities, choose a        tour.
                                                  scenic route and point out important
                                                  features on the way to the apartment. When       Your leasing/tour book should also contain
                                                  you arrive at the apartment, open the door       any pertinent information to the area as far
                                                  and let the prospect enter first. Work your      as drive times to campus, if the campus is
                                                  way around the apartment pointing out the        within walking distance, bus schedules, etc.
                                                  appropriate features and benefits.               The more prepared you are with answers to
                                                                                                   your prospect‗s questions, the more secure
                                                  Involve the prospect and ask ―yes‖               the prospect will feel about choosing to live
                                                  questions. Such as, ―Isn‘t this apartment        at your community. Being prepared will help
                                                  perfect for you since you requested a ground     you stand out in the crowd. Be able to
                                                  floor?‖, ―This apartment also has a great        answer questions concerning the square
                                                  view of the pool, doesn‘t it?‖, or ―Wouldn‘t     footage of the units, utility costs, etc.
         The Keystone’s Guide to Residence Life




                                                  you like to go ahead and reserve it?‖ Fully
                                                  involve the prospect and have them open          After reviewing the apartment, sum up all
                                                  cabinets and washers and dryers. Listen for      the positives in your community and ask for
                                                  positive comments and use them when you          the deposit. If the prospect says he needs
                                                  close!                                           to shop around, keep market comparisons
                                                                                                   of other properties and ask where he plans
                                                  When showing the apartment, you must             to go because you are sure your property is
                                                  have your leasing/tour book with your guest      the best choice for them.
                                                  card attached on the front. Refer to the card




Proprietary & Confidential
                                                  Remember that it is important that you stress the benefits of the apartment. All apartments have
                                                  features. You must be able to tell the prospect why a particular feature is a personal benefit.


                                                      Control the route
                                                                              Walk to the far corners    Touch and demonstrate
                                                    through the model or                                                              Use descriptive words.
                                                                               to demonstrate size.             benefits.
                                                          vacant.


                                                                                                          Invite the prospect to
                                                                              Encourage the prospect
                                                                                                          open cabinets, look in       Don't forget features
                                                    Watch for objections.       to participate in the
                                                                                                          the washer and dryer,           and benefits.
                                                                                        tour.
                                                                                                                et cetera.


                                                                              A problem or objection                                     Describe all the
                                                    Listen to the prospect.    is an opportunity for     Watch for closing signs.    features and benefits of
                                                                                     yout close.                                         the community.


                                                     If you lose control of
                                                   the presentation, lower     Build a rapport with         Find out what is
                                                        your voice; it will   your prospect, ask why     important to them and        Smile, enjoy your job!
                                                    attract the prospect's      they are moving?             focus on that.
                                                        attention again.
         The Keystone’s Guide to Residence Life




                                                          Once you have learned your product and the market, you will be an ―expert‖ in
                                                          demonstrating your apartments / rooms. To be in control of your leasing tour, you must
                                                          do the following:




                                                                                              Have the ability to ask
                                                           Answer all prospects                leading questions to                    Demonstrate all
                                                            questions without                  direct yoru prospect                 features and benefits
                                                               hesitation.                     to specific areas you                     adequately.
                                                                                                 wish to point out.



                                                                                                                 Closing the sale in a
                                                                               Demonstrate all
                                                                                                                 manner that is suited
                                                                              amenities to their
                                                                                                                    to a particular
                                                                                fullest extent.
                                                                                                                      prospect.




Proprietary & Confidential
                                                  Ask and you shall receive! They have called your property, they have kept their appointment, you
                                                  have showed the apartment, now what? You need to ask for the money! This is where all your
                                                  careful preparations and your professionalism come into play. Remember that closing is a
                                                  continuous process that begins when your prospect first enters your community.

                                                  You have an apartment that has all the features your prospect is looking for, so ask them to put
                                                  down their deposit. It is that simple. Below are a few closing techniques that will help you to ask
                                                  for the money.


                                                     The Assumptive Close

                                                     •This is an easy close. You just assume the prospect is going to lease. You have everything they
                                                      want, so why not? After showing the apartment, you say, “Let’s go back to the office and fill out
                                                      the paperwork to reserve it today.”

                                                     The Urgency Close

                                                     •“You need to reserve this apartment now. If you don’t reserve it now, it probably won’t be here
                                                      later. I have a 2:00 p.m. appointment to show it today and I’d hate for you to miss out.”

                                                     The Summary Close

                                                     •Summarize all the positives. Tune in to all the items your prospect liked while showing the
                                                      apartment. “You wanted that apartment closest to the pool, on the bottom with the gray carpet.
                                                      Our apartments have all the features you are looking for, so let’s go ahead and reserve it for you!”
         The Keystone’s Guide to Residence Life




                                                     The Priority Wait List Close

                                                     •This is best when someone is looking for the future. “Even though you aren’t moving for three
                                                      months, please take the time to fill out your preferences and put down your deposit now so that
                                                      we can be sure we will have a unit with everything you want available for you.”

                                                     The 24-Hour Hold Close

                                                     •This close is excellent when a prospect says that they would like to shop around but will be back
                                                      later. You can request a check for the deposit that you can hold for 24 hours and will refund it if
                                                      they change their mind. This gets the commitment from the prospect and assures them the unit
                                                      that you showed.

                                                     The Incentive Close

                                                     •This close is used when offering a special or one time only discount. "I know that we'll be having
                                                      an increase in the fall, so leave your deposit today before the increase goes into effect".


                                                     The Personal, Friendly Close

                                                     •Let the prospect know you care and that by working together you can find them the perfect
                                                      apartment for their needs. Let them know you want them to be totally satisfied with their choice
                                                      because you take pride in your job and community and they should feel comfortable with a
                                                      Campus Apartments community as their selection.


                                                     The Home Away From Home Close

                                                     •If parents are with the students shopping to find their apartment, let the parents know your
                                                      management team cares and we pledge to make this the perfect home away from home; where
                                                      their child can have an enjoyable first time living experience.


Proprietary & Confidential
                                                  Objections can be a good thing! If a prospect was not interested in your property, they would not
                                                  waste their time asking questions or obtaining information about your property. Objections are an
                                                  expression of interest. The prospect is saying, ―Please sell me on your property!‖ Convince the
                                                  prospect your product is everything they are looking for!




                                                                                                                            Preference




                                                                                                                 Place

                                                                                                                                     Price

                                                  If a prospect expresses concern about the price, they are asking you to tell them why your property
         The Keystone’s Guide to Residence Life




                                                  is worth the price you are charging. This goes back to the demonstration. If all features, benefits,
                                                  amenities are explained accurately, these all add value to your product! Stress the benefits. Your
                                                  property is worth the rent and more. Also, you should know your competition and why your
                                                  property is the best.

                                                  Place:
                                                  It is important to stress that your location is unique and convenient to most shopping places,
                                                  schools, banks, hospitals, restaurants, etc. In your leasing kit you should have a map of the city,
                                                  bus schedule, and any other pertinent information. If your property is off the beaten path, stress
                                                  less traffic, more privacy. Close in, stress convenience, walk to activities, school, save on gas!
                                                  These need to be tailored to your individual situation.

                                                  Preference:
                                                  This type of objection reflects on personal preferences and taste, for instance, more counter
                                                  space, need a washer and dryer, or they want to live closer to the pool. Try to come up with points
                                                  explaining what you do have to offer and that you are providing a lot of amenities for a great price.
                                                  Focus on all the positives.

                                                  These are just a sample of common objections. Keep a list of comments made on their guest
                                                  card after they have left. These will help you to develop a pattern of items you may need to
                                                  address in future demonstrations.

                                                  Remember, if they do not lease with you, you must follow up with them! This will also help you to
                                                  determine where your prospects are leasing, and why.




Proprietary & Confidential
                                                                                                                                       Objections
                                                  Remember, a prospect who is voicing an objection is a
                                                  prospect who is considering leasing. Listen to the objection                         are buying
                                                  and determine the best way to overcome it.
                                                                                                                                         signals!
                                                  An example would be:




                                                          ―These do not have a washer and dryer in the units
                                                          and I really wanted my own.‖


                                                          ―We do, however, have laundry facilities conveniently
                                                          located in each building, and using ours cuts down
                                                          on your utility costs.‖



                                                          There are three points to deal with in overcoming objections:


                                                                   1. Acknowledge the objection and identify the type.
                                                                   2. Uncover the intent behind the objection.
         The Keystone’s Guide to Residence Life




                                                                   3. Resolve the objection.


                                                                                      After showing the property several times, you will find
                                                                                      that you will be able to identify one or two objections
                                                                                      that are reoccurring and you and your team members
                                                                                         need to brainstorm on ways to overcome them!




                                                                                      You must ask for the deposit at least three times. Try
                                                                                            one close and then convert to another.




                                                                                      Do not be afraid to ask for the money!!!! You believe
                                                                                       in yourself, your product and your property and it
                                                                                                              shows!




                                                                                        Practice a different close each time and determine
                                                                                                   which one works best for you.




Proprietary & Confidential
                                                  Follow up is critical for marketing and leasing purposes. Proper follow up can help determine
                                                  where we are losing business and which marketing strategies are effective. Below are the
                                                  procedures that need to be followed with each prospect:



                                                           Be sure before a prospect leaves that a
                                                              guest card is completely filled out with their
                                                              complete address, phone number, and
                                                              email address.
                                                           Be sure to ask the prospect how he/she
                                                              heard about us. This is a very important
                                                              question in trying to determine what
                                                              marketing efforts are working most
                                                              effectively for your property.
                                                           Enter traffic into YARDI at the end of every
                                                              day.
                                                           Mail the prospect a thank you card with a
                                                              personal note within 24 hours.
                                                           Call the prospect within 48 hours. Ask if you
                                                              can answer any further questions or
                                                              concerns that they may have about the
                                                              property. Invite them out for a second visit.
                                                           Follow up through a second phone call within 72 hours and if they leased somewhere
         The Keystone’s Guide to Residence Life




                                                              else, ask them what prompted them to choose another community over yours. This
                                                              is the information that is critical so that we can determine where we need to
                                                              concentrate our closing efforts on the next prospect.
                                                           Have an accordion file set up with a 1 through 31 system.
                                                                     o   If prospect comes in on the first and you need to follow up within 48 hours,
                                                                         you would insert on day three in the file.
                                                                     o   You move your quest cards through the file according to the day you need to
                                                                         work the card.




Proprietary & Confidential
                                                  SECTION 8.0
                                                        Programming
         The Keystone’s Guide to Residence Life




Proprietary & Confidential
                                                  One of the most important and valuable responsibilities of a Keystone is programming.
                                                  Programming is the creation, development, and implementation of an event for your residents. A
                                                  program can be held for just the residents of your floor or building, or for your entire community.
                                                  You may even choose to invite students that live in other communities for some events as well.

                                                  Diversity is an important component when planning events. There needs to be different types of
                                                  events held that will appeal to a variety of residents. Some need to be social, while others are
                                                  educational. To help bring the appropriate balance of programs to your community, you will follow
                                                  the Campus Apartments Programming Model featured below.




                                                                                                Social
                                                                                             Responsbility




                                                               Physical                                                          Personal
         The Keystone’s Guide to Residence Life




                                                               FItness                                                          Awareness




                                                                                            Social
                                                                                         Interaction

                                                                Peer                                                           Outside the
                                                             Acceptance                                                        Classroom




                                                                                                Passive
                                                                                             Programming




Proprietary & Confidential
                                                         Social               •These programs are focused on bringing residents together and building a
                                                                                sense of community. Some examples include pool parties, movie nights,
                                                      Interaction                              Wii tournaments, or a pot-luck dinner.



                                                                              •More commonly referred to as community service, these programs focus
                                                       Social                    on giving back to the community on all scales: your property, school,
                                                                                 neighborhoods, or even on a national scale. Some examples include
                                                    Responsibility             planting trees for Arbor Day, sponsoring a blood drive, holding a clothing
                                                                                      drive, or participating in a company wide cell phone drive.

                                                                                •The purpose of personal awareness programs is to educate residents
                                                       Personal                about issues they will deal with on an individual level for their own health
                                                                                and well-being. This would include health topics related specifically to
                                                      Awareness                  males or females, proper nutritional habits, or basic tips to help avoid
                                                                                                       being the victim of a crime.


                                                                                 •These programs teach residents what college classes won’t, but are
                                                      Outside the               necessary for life in the real world. Examples of events for this category
                                                      Classroom                    include resume writing skills, interview techniques, or how to find
                                                                                                 internships appropriate for your major.




                                                         Peer                   •Designed to help increase tolerance and decrease discrimination, peer
                                                                                acceptance is all about educating on diversity. This would include topics
                                                      Acceptance
         The Keystone’s Guide to Residence Life




                                                                                 on race, religion, politics, gender, sexual orientation, nationalities, etc.


                                                                               •Just as the name implies, the goal of these programs is to help keep our
                                                        Physical                residents active, and in turn, healthy. There are many different physical
                                                                                 activities available to our residents that we can put to use such as our
                                                        Fitness                  basketball or volleyball courts, but don’t forget basic activities such as
                                                                                                             running or cycling.


                                                                               •Not all programs require residents to meet at a certain place and time.
                                                        Passive                  Passive programming is educating residents through bulletin boards,
                                                                                   blogs, newsletters, and other “non-active” events. By delivering
                                                     Programming                 information to residents via print or visual media, you are providing
                                                                                   information on certain topics without needing their attendance.




                                                  Each community will be required to complete at least 7 programs per month, one from each
                                                  category. Additional programs related to any category are allowed so long as they fall into the
                                                  budgetary guidelines. The determination on group and/or individual programs will be made by
                                                  your supervisor based on your staffing and community needs.

                                                  Additionally, each community is required to host at least 2 large scale events per semester, and a
                                                  series of ―study break‖ events during the week of finals. These events will count towards the
                                                  program requirements during the month they occur.




Proprietary & Confidential
                                                      If you are planning a                   program, think BROAD. The goal
                                                      of a social program is to bring people together and promote interaction,
                                                      so don‘t exclude too many people by having a narrow topic that will not
                                                      appeal to a large number of people.

                                                      If you are planning a                  program, think about an
                                                      individual‘s WELLNESS. There are many forms of personal wellness that
                                                      can be explored from physical and emotional health, to personal safety
                                                      tactics.


                                                      If you are planning an                          program, bring in an
                                                      EXPERT. The goal of an educational program is to teach residents skills
                                                      they will not get at school, so bring in the best to teach them that
                                                      valuable skill.

                                                      If you are planning a                        program, tie it in to an
                                                      established ORGANIZATION. Partnering with an agency, either local,
                                                      regional, or national, will help give credibility to your event, and help the
                                                      participants make the most impact.


                                                      If you are planning a                   program, think about DIVERSITY.
                                                      The ideals, beliefs, and inherent traits that make us all different are the
                                                      topics of these programs that are meant to educate residents about
                                                      things unfamiliar to them, and increase tolerance of differences.

                                                      If you are planning a                  , consider a ROUTINE. Having a set
         The Keystone’s Guide to Residence Life




                                                      day and time for a certain activity will all residents to make the activity a
                                                      part of the regular schedule, and keep attendance high.


                                                      If you are planning a                 , think INFORMATIVE. The purpose
                                                      of a passive program is to inform residents about something in a short
                                                      burst of information such as a newsletter article or bulletin board.




                                                  The more creative and interesting you event is, the more people will be
                                                                          inclined to participate!




Proprietary & Confidential
                                                  Proper planning of your programs will lead to successful attendance and higher resident
                                                  satisfaction. In order to properly plan your events, follow the guidelines below:

                                                   Keystones should meet to discuss what ideas they have for programs for the upcoming
                                                      month. It should be decided who will be responsible for what programming categories, and
                                                      what days and times the events will take place. You never want to have 2 events going on at
                                                      the same time, or hold an event at the same time as a major university function.

                                                   Once the responsibilities are delegated out, each Keystone responsible for a program must
                                                      complete a programming request form and submit it to your supervisor by the 10th of the
                                                      month for the upcoming month.

                                                   Your supervisor will review the request, and once approved you can being your preparations.

                                                   It will be necessary to advertise for your event beginning 2 weeks prior to program. You will
                                                      use at least 5 different advertising methods during this course of time.

                                                   If you plan on having a guest speaker, be sure to confirm as soon as your program has been
                                                      approved. Call again for a final reminder confirmation 24 hours before the event.

                                                   Always have some type of refreshments available. Most times, you should be able to have
                                                      food co-vended for free from one of the local businesses that you have developed a
                                                      relationship with. If not, be sure that you do not exceed your approved budget amount.

                                                   Prepare the program area in advance of everyone arriving. If you are having a speaker come
                                                      in, make sure that there are plenty of places for the residents to sit. If you are throwing a
                                                      large party outside, have your decorations up well in advance of the start time.
         The Keystone’s Guide to Residence Life




                                                   Be sure that you have given yourself plenty of time to hold the event. Do not schedule the
                                                      program near a time that you have other commitments either directly before or after.



                                                          Start the event by thanking
                                                          everyone for coming.

                                                          If there is a guest speaker,
                                                          introduce the person to your
                                                          audience.
                                                                                                                  Ask residents to complete a
                                                          Help maintain a respectful                              program evaluation form.
                                                          environment during the entire
                                                          event.                                                  Be sure to clean up the entire
                                                                                                                  program area, and return any items
                                                          Refill refreshments as needed.                          to their correct place.

                                                          Always leave time for follow up from                    Fill out a program evaluation form
                                                          residents. Often they will talk about                   and turn in to your supervisor.
                                                          the event with you, and provide                         Include any resident evaluations
                                                          feedback for use at your next event.                    that were turned in as well.




Proprietary & Confidential
                                                  Funding for your programs comes from two different sources: the budget and items you get
                                                  donated through co-vending.


                                                  Each property has a monthly budget for
                                                  programming. This amount will be given to you
                                                  by your Community Manager on a monthly                Budget: An itemized summary of
                                                  basis. Your goal is to spend as much of that         estimated or intended expenditures
                                                  money without going over every single month!                 for a given period
                                                  Any money that is not used does not carry over
                                                  into the next month, so use it while you have it.
                                                  But, spend wisely!!!


                                                  Don‘t waste money and spend it for the sake of spending it. The money is there to allow you to
                                                  organize quality programs for your residents. Carefully plan out your month‘s programs with your
                                                  fellow Keystones and supervisor to decide where the money will be best spent throughout the
                                                  month. Essentially, you will be creating a budget for each program, and the Keystones in charge
                                                  of that program will be responsible for making sure it stays within its own budgeted amount.



                                                  Another fantastic                                                    way to fund your program is
                                                  through co-vending.                                                  Co-vending is the exchange
         The Keystone’s Guide to Residence Life




                                                  of goods and                                                         services between our
                                                  community and a                                                      local business. It will usually
                                                  allow you to secure                                                  food and drinks for your
                                                  programs without                                                     having to purchase them.
                                                  For example, you                                                     may have a co-vending
                                                  relationship with the                                                local pizza restaurant where
                                                  they will give you 10                                                free pizzas a month to use
                                                  at your events if you                                                distribute their menus in
                                                  the resident                                                         mailboxes twice a month.
                                                  This frees up your                                                   budget money to spend on
                                                  decorations or props                                                 you may need to make your
                                                  event more                                                           successful.


                                                  When searching out businesses to build co-vending relationships with, food vendors are usually
                                                  the first on everyone‘s mind. Be sure to approach local business and national chains. Both have
                                                  the ability to work out agreements, and you‘ll be surprised how many would be excited to work
                                                  with you. Don‘t limit yourself to just restaurants though. Other businesses such as banks,
                                                  insurance agencies, or dry cleaners may be willing to donate items in exchange for advertising.
                                                  Remember, we have a captive audience to their target market: college students!




                                                                   Plan your monthly budget with your entire Keystone staff.

                                                                   Do not go over budget for your program without PRIOR approval from your
                                                                   supervisor.




Proprietary & Confidential
                                                  Effective advertising can mean the difference in poor attendance and outstanding
                                                  attendance. It is important to start your advertising at least two weeks prior to your event,
                                                  and always use at least 5 different advertising methods. Below is a list of 20 different
                                                  advertising mediums that are commonly used. Don‘t limit yourself to this list! If you have
                                                  other ideas on creative ways to get the word out about your program, go for it!!!




                                                                                                            Campus
                                                                                  Mail Box                                         Community
                                                          Flyers                                          Apartments'
                                                                                  Stuffers                                        Bulletin Boards
                                                                                                            Website


                                                        MySpace
                                                                                 FaceBook                 Bandit Signs               Invitations
                                                        Bulletins
         The Keystone’s Guide to Residence Life




                                                                                 Side Walk
                                                         Tickets                                             Posters                 Newsletter
                                                                                   Chalk


                                                                                  Word of                 Newspaper                  Sandwich
                                                      Email Blasts
                                                                                  Mouth                      Ads                      Boards


                                                                                                                                    Co-Vending
                                                    A-Frame SIgns                 Banners                 Candy Tags
                                                                                                                                      Flyers




Proprietary & Confidential
                                                  Evaluating each of your programs is an
                                                  essential tool for Keystones to use in
                                                  continuing to improve on each event they
                                                  hold. It is an opportunity to identify what
                                                  went well, what could have gone better, and
                                                  what changes need to be made for future
                                                  programs.

                                                  There are two types of program evaluations.
                                                  The first evaluation is filled out by residents
                                                  that attended the event. This takes the guess
                                                  work out of what they liked, and what they didn‘t like. Remember, our goal is to provide
                                                  programming that the residents want, need, and enjoy, so their honest feedback is crucial.
                                                  The sooner we are able to identify areas for improvement and implement changes, the better
                                                  programs we will offer.

                                                  A lot of time and hard work goes into planning an event, but things may not always go
                                                  according to plan. Don‘t get discouraged by negative comments that you may receive from
                                                  residents. It‘s ok for things to not be perfect, but again, the evaluation is your way of learning
                                                  and making changes for the better.

                                                  The second program evaluation is filled out by the Keystone(s) that hosted the event. It is
                                                  your opportunity to provide a summary of the program, explain what your perspectives of the
         The Keystone’s Guide to Residence Life




                                                  pro‘s and con‘s were, and convey to the Community Manager what you have learned from the
                                                  event. This evaluation will also be used to complete reports on the Campus Apartments
                                                  Keystone Program, so be sure to fill the evaluations out thoroughly and accurately.

                                                  Both of these evaluations can be found in the appendix of this manual, as well as online in
                                                  ProjectDox.




Proprietary & Confidential
                                                  One of the very first programs you will do is your
                                                  building/floor meeting. The first building meeting
                                                  will allow your residents to meet each other, and
                                                  begin forming bonds with the neighbors they will be
                                                  sharing their community with throughout the year.
                                                  It is the first step in building a strong community!

                                                  All Keystones will be required to hold a
                                                  building/floor meeting for their residents at the
                                                  beginning of each semester. The first building
                                                  meeting of the school year must occur during the first
                                                  week of classes. This allows time for students moving in late to attend. Renewals will be
                                                  required to attend as well.

                                                  At the building meeting, you will have a list of topics that must be covered. Any additional
                                                  items that you would like to include should be first approved by your Community Manager.

                                                  The purpose of the first building meeting is to disseminate important information to your
                                                  residents that will be crucial for them throughout the course of the year. For example, you will
                                                  explain who you are and what your role is, where to meet at if there is a fire, and distribute the
                                                  ―Important Information for Residents‖ sheet for their reference during the year. It is also a
                                                  great time to have your residents fill out an interest survey so that you can assess the types of
                                                  programs that will meet the needs of your residents.
         The Keystone’s Guide to Residence Life




                                                  Your second building meeting at the beginning of the spring semester should be shorter, and
                                                  more of an update for your residents. It is a time to make contact with some of those ―hard to
                                                  reach‖ residents, and make sure that overall, your residents are pleased with the experience
                                                  they have had to date. If there is anything that is brought to your attention that needs
                                                  improvement, be sure to take the comments seriously and work with your Community
                                                  Manager to see what changes can be made for the better.

                                                  The Important Information for Residents Sheet and the Interest Survey can be found in the
                                                  appendix of this manual, and online in ProjectDox.




                                                                    Have it during a time that is convenient for the majority of your residents

                                                                    Have refreshments available

                                                                    Build in some fun components, like an ice breaker, to introduce
                                                                     everyone


                                                      There is a sample agenda on the following page. It‘s been started for you, but add in your
                                                      own ideas about topics that you would like to cover during your first building meeting!




Proprietary & Confidential
                                                  Building Meeting Agenda
                                                                                                        08/21/2009



                                                      1. Introduction of myself
                                                      2. Introduction of all the residents to each other
                                                      3. Have a fun ice breaker to get everyone more comfortable with each
                                                          other
                                                      4. Explain to your residents how you are there to help them
                                                      5. Review the community rules and set expectations for their behavior
                                                      6. Review emergency procedures and define a meeting area outside
                                                      7. Give everyone their important information sheets for each reference
                                                      8. Have the residents talk about their expectations of each other
                                                      9. Ask the residents what their expectations are of you
                                                      10. Talk about what kind of experiences the residents want to have during
                                                          the year
                                                      11. Have the resident fill out a programming interest form
                                                      12. Open forum for questions and answers
         The Keystone’s Guide to Residence Life




Proprietary & Confidential
                                                  Passive programming is a way to disseminate information or otherwise engage residents without
                                                  holding an event at a certain time and place. Examples of passive programming would be bulletin
                                                  boards, newsletters, blogging, or a door decorating contest.

                                                  Passive programming requires just as much thought and planning as a traditional program does.
                                                  There should always be a theme, provide some type of purpose (educating the resident on a topic,
                                                  building a sense of community, etc.), and the program should always executed in a professional
                                                  manner.

                                                  Here are some examples of passive programming topics that could be used for a bulletin board or
                                                  newsletter article:


                                                            !   Time Management Tips                  !    How to Decorate Your Room for less
                                                                                                           than $50
                                                            !   The Top 10 Best Places
                                                                on Campus to Study                    !    Delicious Recipes Cooked in a
                                                                                                           Microwave
                                                            !   Best Places to Take a
                                                                Date on a Budget                      !    Tips to Avoid Being the Victim of
                                                                                                           Identity Theft
                                                            !   Personal Safety
                                                                Practices                             !    The Best Summer Internships Abroad
         The Keystone’s Guide to Residence Life




                                                            !   University Athletic                   !    The Most Underutilized Resources at
                                                                Events Scheduled for                       you University
                                                                the Month


                                                          The options are limitless. All it takes is some creativity, research, and planning!




                                                                   Ritz Pizza Snacks – Microwave!
                                                                  Ingredients:
                                                                          24 Ritz Crackers
                                                                          ½ Cup of Ketchup (Yum!)
                                                                          ½ Cup of shredded mozzarella cheese
                                                                          1 teaspoon of Italian seasoning

                                                                  Directions:
                                                                  1. Combine the ketchup, cheese, and seasoning in a bowl
                                                                  2. Top 6 crackers with mixture on microwaveable Plate.
                                                                      Microwave on high for 15 seconds
                                                                  3. Repeat with remaining crackers




Proprietary & Confidential
                                                  There are an abundance of programming resources available to you as a Keystone. Many are
                                                  easily referenced, and filled with a wealth of information.

                                                  Here are just a few:

                                                   www.residentassistant.com                            www.reslife.net
                                                   www.residentassistant.org                            www.RaHelper.com

                                                   The Keystone Blog on the Campus Apartments Intranet/Extranet Page

                                                   Your fellow Keystones. Reach out to one another via email, or a personal phone call.

                                                   Your residents! What better resource than the people living in your community…talk to
                                                      them, find out what their interests and needs are, and then program accordingly.

                                                   Your supervisor. Anyone working in the student housing industry has witnessed good and
                                                      not so good programs, and can help lead you in the right direction.

                                                   National Director of Residence Life. Got an idea, but need help turning it in to reality. Get
                                                      some help from the Keystone Program Director!

                                                  There are programming topics on the following pages to help get you started. Don‘t limit
                                                  yourself to this list. Be creative and engage your residents.
         The Keystone’s Guide to Residence Life




Proprietary & Confidential
                                                  Social Interaction




                                                                                                 Social Responsibility
                                                                       •Art Projects                                     •Adopt a Family
                                                                       •Battle of the Bands                              •Adopt a Highway
                                                                       •BBQ                                              •Adopt a School
                                                                       •Capture the Flag                                 •Adopt a Soldier
                                                                       •Car Show                                         •Adopt a Student
                                                                       •Card Tournaments                                 •Adopt a Veteran
                                                                       •Casino Night                                     •Blood Drive
                                                                       •Community Carnival                               •Book Drive
                                                                       •Cookie Decorating                                •Cell Phone Drive
                                                                       •Cooking Lessons                                  •Charitable Walks/Runs
                                                                       •Costume Party                                    •Clothing Drive
                                                                       •Dance Lessons                                    •Coach a Youth Sports Team
                                                                       •Date Auctions                                    •College Seminars to H.S. Students
                                                                       •Dive In Movie                                    •Community Beautification
                                                                       •Fashion Show                                     •Community Recycling Center
                                                                       •Football Tailgating                              •Community Yard Sale
                                                                       •Game Show                                        •Domestic Violence Awareness
                                                                       •Ghost Stories                                    •Eye Glasses Drive
                                                                       •Haunted House                                    •Food Drive
         The Keystone’s Guide to Residence Life




                                                                       •Homecoming Events                                •Habitat for Humanity
                                                                       •Hot Dog Eating Contest                           •Literacy Programs
                                                                       •Ice Cream Social                                 •Make Hygiene Kits for the Homeless
                                                                       •Karaoke                                          •Neighborhood Watch
                                                                       •Luau                                             •Organize Car Pooling
                                                                       •Magic Show                                       •Pet Food/Supplies Drive
                                                                       •Make Over Contest                                •Prom Dress Drive
                                                                       •Make Your Own Sushi                              •Promote Energy Conservation
                                                                       •Meet Your Neighbor                               •Promote Public Transportation
                                                                       •Midnight Breakfast                               •School Supply Drive
                                                                       •Movie Nights                                     •Summer Day Camp for the Elderly
                                                                       •Open Mic Night                                   •Summer Day Camp for H.S. Seniors
                                                                       •Pajama Party                                     •Tree Planting
                                                                       •Parade Floats                                    •Toys for Tots
                                                                       •Picnic                                           •University Beautification
                                                                       •Pool Parties                                     •Volunteer at an Animal Shelter
                                                                       •Pool Tournament                                  •Volunteer at Big Brothers/Big Sisters
                                                                       •Pot Luck Dinners                                 •Volunteer at a Food Bank
                                                                       •Scavenger Hunt                                   •Volunteer at a Homeless Shelter
                                                                       •Skit Night                                       •Volunteer at a Hospital
                                                                       •Stand Up Comedian                                •Volunteer at Meals on Wheels
                                                                       •Step Show                                        •Volunteer at a Senior Citizens Center
                                                                       •Talent Contest                                   •Voter Registration Drive
                                                                       •Themed Country Nights                            •Wrap Holiday Packages
                                                                       •TV Nights                                        •Write Letters to Human Rights Orgs.
                                                                       •Video Game Tournament                            •Write Letters to Soldiers




Proprietary & Confidential
                                                  Personal Awareness




                                                                                                              Outside the Classroom
                                                                       •Alcohol Education                                             •Applying to Graduate School
                                                                       •Anger Management                                              •Avoiding Credit Card Debt
                                                                       •Avoiding the Freshmen 15                                      •Basic Car Maintenance
                                                                       •Assertiveness Training                                        •Business Etiquette
                                                                       •Behavioral Disorders                                          •Buying Renter’s Insurance
                                                                       •Being a Good Partner                                          •Cheapest Ways to Buy Textbooks
                                                                       •Building a Strong Immune System                               •Creating a Portfolio
                                                                       •Body Image                                                    •Finding Great Internships
                                                                       •Coping with Death                                             •Funding Your Way Through College
                                                                       •Coping with Stress                                            •Getting the Most Out of Study
                                                                       •Coping with the End of a                                       Groups
                                                                        Relationship                                                  •Guide to Buying Electronics
                                                                       •CPR Certification                                             •How to Get the Most Out of
                                                                       •Daily Rituals to Stay Healthy                                  Lectures
                                                                       •Dealing with Homesickness                                     •How to Graduate in 4 Years
                                                                       •Dealing with Roommates                                        •How to Pick a Major
                                                                       •Dieting Alternatives                                          •How to Study
                                                                       •Domestic Violence Issues                                      •How to Take Notes
         The Keystone’s Guide to Residence Life




                                                                       •Drug Education                                                •How to Use Research Tools at the
                                                                       •Eating Disorders                                               Library
                                                                       •Enhancing Self Esteem                                         •How to Work in a Team Setting
                                                                       •Exercise Education                                            •Improving Communication Skills
                                                                       •Female Health Issues                                          •Improving Listening Skills
                                                                       •First Aid Certification                                       •Improving Writing Skills
                                                                       •Health Screenings                                             •Interview Techniques
                                                                       •How Stress Affects Your Health                                •Life After Graduation
                                                                       •Male Health Issues                                            •Living on a Budget
                                                                       •Neighborhood Watch                                            •Maximize the Life of Your
                                                                       •Nutrition Education                                            Computer
                                                                       •Operation I.D.                                                •Maximize Your Exposure at a
                                                                                                                                       Career Fair
                                                                       •Overcoming Depression
                                                                                                                                      •Networking Skills
                                                                       •Personal Safety Tips
                                                                                                                                      •Personal Finance Seminar
                                                                       •Preventing Identity Theft
                                                                                                                                      •Personality Assessment
                                                                       •Protecting Against Date Rape
                                                                                                                                      •Picking the Right Major
                                                                       •Protecting Yourself on the Internet
                                                                                                                                      •Planning a Study Abroad Trip
                                                                       •Relationship Concerns
                                                                                                                                      •Preparing for Graduate Entry Exams
                                                                       •Relaxation Techniques
                                                                                                                                      •Reducing Test Anxiety
                                                                       •Safe Sex/STD Education
                                                                                                                                      •Resume Workshop
                                                                       •Self Defense Classes
                                                                                                                                      •Saving Through IRA Accounts
                                                                       •Setting Goals and Achieving Them
                                                                                                                                      •Searching for Jobs Online
                                                                       •Skin Care Seminar
                                                                                                                                      •Time Management Workshop
                                                                       •Staying Mentally Strong Through
                                                                        College                                                       •Transferring Schools
                                                                       •Understanding Nutritional                                     •Tutor a Neighbor
                                                                        Supplements                                                   •Understanding Student Loans
                                                                       •Understanding Your Body                                       •Understanding Your Decision
                                                                       •Understanding Your Personality Type                            Making Style
                                                                       •Weight Management                                             •What is a 401k?
                                                                                                                                      •Writing a Great Cover Letter
                                                                                                                                      •Writing a Term Paper
                                                                                                                                      •Writing a Winning CV




Proprietary & Confidential
                                                  Physical Fitness




                                                                                             Peer Acceptance
                                                                     •Aerobics                                 • A Day Without Physical Independence
                                                                     •Basketball                               • Asian Pacific American Month Celebrations
                                                                     •Badminton                                • Black History Month Celebrations
                                                                                                               • Chinese New Year Celebration
                                                                     •Baseball
                                                                                                               • Cinco de Mayo Party
                                                                     •Bocce Ball                               • Community Big Brother/Big Sister Project
                                                                     •Boot Camp Workout                        • Debunking Cultural Stereotypes
                                                                     •Canoeing                                 • Disability Awareness Month Programs
                                                                     •Cycling                                  • Drag Show
                                                                     •Disc Golf                                • Eliminate Cultural Stereotypes
                                                                     •Dodge Ball                               • Eliminating Racial Stereotypes
                                                                                                               • Gender Perspectives on Relationships
                                                                     •Field Day
                                                                                                               • Gender Role Reversals
                                                                     •Flag Football                            • Greek Life Stereotypes Broken
                                                                     •Floor Hockey                             • Growing up in America
                                                                     •Golf                                     • Growing up in Urban vs. Rural Communities
                                                                     •Hiking                                   • Guess My Orientation
                                                                     •Ice Skating                              • Hispanic Heritage Month Celebrations
                                                                     •Indoor Rock Climbing                     • I Want to be Made
                                                                                                               • Jewish New Year Celebration
                                                                     •In-Line Skating
                                                                                                               • Kwanzaa Celebration
                                                                     •Kickball                                 • Meanings of Religious Symbols
         The Keystone’s Guide to Residence Life




                                                                     •Kickboxing Aerobics                      • Men are from Mars, Women are from Venus
                                                                     •Lacrosse                                 • Multicultural Dinner Party
                                                                     •Lawn Bowling                             • National Coming Out Day Activities
                                                                     •Pilates                                  • Nature vs. Nurture: What Molds us as an
                                                                                                                 Individual?
                                                                     •Racquetball
                                                                                                               • Living with Roommates of a Different Culture
                                                                     •Rugby                                    • Looking Through the Eyes of a Blind Person
                                                                     •Running                                  • Love My Neighbor Valentine’s Party
                                                                     •Skiing                                   • Panel Discussion on the Gender Wage Gap
                                                                     •Spinning Class                           • Q and A for Students New to the United
                                                                     •Soccer                                     States
                                                                                                               • Share your Favorite Cultural Tradition
                                                                     •Softball
                                                                                                               • Speed Plutonic Dating
                                                                     •Snorkling                                • St. Patrick’s Day Party
                                                                     •Snowboarding                             • Thanksgiving Around the World
                                                                     •Surfing                                  • The College Experience for Someone with a
                                                                     •Swimming                                   Physical Disability
                                                                     •Table Tennis                             • Understanding the Views of Different
                                                                                                                 Political Parties
                                                                     •Tae Bo                                   • Understanding Religions of the World
                                                                     •Trail Running                            • Views of Student Government Candidates
                                                                     •Tennis                                   • Volunteer at the Special Olympics
                                                                     •Ultimate Frisbee                         • Walk A Day in Your Roommates Shoes
                                                                     •Volleyball                               • What is American Culture?
                                                                     •Water Aerobics                           • What Makes us Different?
                                                                                                               • Who’s Smarter, Males or Females?
                                                                     •Water Polo
                                                                                                               • Women’s Rights in Other Cultures
                                                                     •Weight Training
                                                                     •Wiffleball
                                                                     •Yoga




Proprietary & Confidential
                                                  Passive Programming
                                                                        •Alcohol Awareness Month (April)
                                                                        •10.1American Bike Month (May)
                                                                        •Anti-Boredom Month (July)
                                                                        •Autumn Month (September)
                                                                        •Best Places to Study off Campus
                                                                        •Best Places to Study on Campus
                                                                        •Black History Month (February)
                                                                        •Breast Cancer Awareness
                                                                        •Calendar of University Activities
                                                                        •Calories Burned per Hour for Daily Activities
                                                                        •Classic Dishes from Around the World
                                                                        •Classic Movies Everyone Should Watch
                                                                        •College Sports Schedules
                                                                        •Crime Stoppers Month (January)
                                                                        •Dangers of Smoking
                                                                        •Date Night on a Budget
                                                                        •Difference in Technology from 10 Years Ago
                                                                        •Domestic Violence Month (October)
                                                                        •Facts about Recycling
         The Keystone’s Guide to Residence Life




                                                                        •Facts about Your Campus
                                                                        •Frozen Food Month (March)
                                                                        •Gay Pride Month (June)
                                                                        •International Drum Month (November)
                                                                        •International Friendship Month (February)
                                                                        •Long Term Effects of Alcohol Abuse
                                                                        •Meaning of Symbols in Dreams
                                                                        •Microwave Only Recipes
                                                                        •Mocktail Recipes
                                                                        •National Egg Month (January)
                                                                        •National Health Month (January)
                                                                        •National Humor Month (April)
                                                                        •National Sauce Month (March)
                                                                        •Peach Month (August)
                                                                        •Religions of the World
                                                                        •Resident Bios and Pictures
                                                                        •Save the Planet Tips
                                                                        •Side Effects of Marijuana Use
                                                                        •Stamp Collecting Month (October)
                                                                        •Ten Easy Ways to Conserve Energy in You
                                                                         Room
                                                                        •Thai Heritage Month (April)
                                                                        •Top 10 Restaurants within 1 Mile
                                                                        •Top 10 Ways to be a Great Neighbor
                                                                        •Peach Month (August)
                                                                        •Universal Human Rights Month (December)
                                                                        •Ways to Reduce Stress




Proprietary & Confidential
                                                  SECTION 9.0
                                                          Resident and
                                                      Guest Procedures
         The Keystone’s Guide to Residence Life




Proprietary & Confidential
                                                                                    Disagreements between roommates are by far one of the most
                                                                                    common issues you will face as a Keystone. Whether the
                                                                                    residents knew each other before moving in, or were matched
                                                                                    together, roommate conflicts will occur for many of your
                                                                                    residents.

                                                                                    Usually, the residents will come to you with a sense of urgency,
                                                                                    and they will desire an immediate solution. Do not allow this
                                                                                    sense of urgency to overwhelm you or them. It is important to
                                                                                    respond to the person‘s feelings, but also lead them to a realistic
                                                                                    perspective of the situation. Remember that you are dealing
                                                                                    with a person and not just a problem that can be easily solved.
                                                                                    Be prepared to talk with the person for a while if necessary.

                                                                                      Some roommate issues will be caused by less trivial things such
                                                                                      as the temperature of the room, or eating someone else‘s food.
                                                                                     They can escalate into more serious problems with other
                                                  elements involved, and thus the sense of urgency mentioned previously. Other issues can be
                                                  more deeply rooted in personal beliefs and values. Regardless of the basis for the disagreement,
                                                  it is important to take each one seriously. Just because it may seem like a petty issue to you does
                                                  not mean that it isn‘t serious for those living in the situation.


                                                  When assisting residents with their disagreement, it is important to follow these guidelines:
         The Keystone’s Guide to Residence Life




                                                   Do not take sides. Be an impartial person that is helping the residents come to a solution
                                                      that they both agree to.

                                                   Listen to both sides of the story. Each resident will have their own perspective of the
                                                      situation, and there may be more to work through after talking to everyone involved.

                                                   Demonstrate an understanding of each person‘s feelings by repeating back a summary of
                                                      your understanding, i.e. anger, frustration, etc.

                                                   Ask questions to be sure you have a full understanding of the situation. Ask for specific
                                                      behaviors.

                                                   Find out what has been done to date to resolve the conflicts. Was there any positive outcome
                                                      from the efforts?

                                                   If the residents have not spoken to each other yet, suggest they do so, either with or without
                                                      you. Communication is the key to resolving the differences.

                                                   Ask what the ideal outcome that each person is looking for. This will determine a starting
                                                      place to work towards a compromise that everyone will be satisfied with.

                                                   Based on your own experiences and judgment, offer alternative ways for dealing with the
                                                      problem that may not have been attempted.

                                                   If you are unable to help the residents solve their disagreement, ask that your supervisor
                                                      schedule a meeting with the residents. They may be able to offer alternative suggestions, or
                                                      decide if a room change is the best solution.




Proprietary & Confidential
                                                  If you really get to know your residents early on, you may be able to recognize signs of roommate
                                                  struggles before they turn into a heated situation. It takes more time initially, but can save
                                                  headaches for you and the residents in the long run. If you begin to notice the start of concerns,
                                                  talk to the residents right away, and remember to help them C.O.P.E.:



                                                                                                             One of the key principals of living with
                                                                                             roommates is compromise. Sharing a room or an
                                                                                             apartment with other people means that everyone has
                                                                                             to be considerate of others feelings and wishes.
                                                                                             Students can‘t do whatever they want just because
                                                                                             they don‘t live at home anymore. They have to behave
                                                                                             in a way that is respectful to their roommates.




                                                                                                             People are raised under very different
                                                                                             circumstances and are taught to live in different ways.
                                                                                             It is important that residents learn to be open-minded
                                                                                             to other points of view, and understand there is not one
                                                                                             right way to do anything. Being open minded does not
                                                                                             mean necessarily changing one‘s own views, but rather
         The Keystone’s Guide to Residence Life




                                                                                             accepting and respecting the views and choices of
                                                                                             others.




                                                                                                         Living with multiple people that you have
                                                                                             never lived with before will require a great deal of
                                                                                             patience. Again, whether or not the roommates knew
                                                                                             each other prior to living together, there is still the
                                                                                             chance for an exciting or challenging living
                                                                                             environment. Getting use to each other‘s habits,
                                                                                             schedules, likes, and dislikes will take some time, and
                                                                                             will require patience from everyone.




                                                                                                        Everyone living in the suite or apartment has
                                                                                             an equal right to that space, including living in an
                                                                                             environment that is safe and comfortable. No one‘s
                                                                                             academic standing, renewal status, or any other
                                                                                             classification gives them more rights over someone
                                                                                             else.




Proprietary & Confidential
                                                  The Roommate Bill of Rights is useful in helping residents understand that each person has a
                                                  responsibility to their roommates and other residents of the community. The overall enjoyment
                                                  of life in any type of community setting greatly depends upon the consideration demonstrated by
                                                  the residents for each other.




                                                           Basic rights of a roommate

                                                  The right to a clean building in which to live.

                                                  The right to expect that a roommate will respect one’s
                                                  personal belongings.

                                                  The right for redress of grievances. Residence life staffs
                                                  are available for assistance in settling conflicts.

                                                  The right to read and study free from undue interference
                                                  in one’s room. Unreasonable noise and other distractions
                                                  inhibit the exercise of this right.

                                                  The right to sleep without inappropriate disturbances
         The Keystone’s Guide to Residence Life




                                                  from noise, guests of roommates, etc.

                                                  The right to free access to one’s room and facilities
                                                  without pressure from a roommate.

                                                  The right to personal privacy.

                                                  The right to be free from fear, intimidation, physical, or
                                                  emotional harm.

                                                  The right to host guests during reasonable hours with the
                                                  expectation that guests are to respect the rights of the
                                                  host’s roommates and other residents.

                                                  The right to expect reasonable cooperation in the use of
                                                  shared appliances and other apartment items.




Proprietary & Confidential
                                                  Homesickness it probably the most common personal challenge that a majority of college
                                                  students face, usually during their freshmen year. For many freshmen, their first year of college
                                                  means moving to a new city, living with strangers, and having very few, if any, friends to lean on
                                                  for support. Some students experience anxiousness about the experience prior to leaving home
                                                  that continues for some time during the transition. Others are very excited to leave their parent‘s
                                                  home and be on their own for the first time, but that is quickly overshadowed after reality sets in a
                                                  few days after moving.

                                                  Regardless of whether it was expected or not, homesickness affects different people to different
                                                  degrees. Typically, the more shy and reserved students have a bit harder time dealing with the
                                                  separation from their parents because it is uncomfortable for them to talk to ―strangers‖ and
                                                  make new friends.

                                                                                             Here are a few tips to help those students who might be
                                                                                             experiencing some level of homesickness:

                                                                                             Learn all of your residents‘ names as quickly as
                                                                                             possible. Having the ability to say ―Hello‖ to someone
                                                                                             directly using their name lets them know you know who
                                                                                             they are. Translated: someone knows them, and they
                                                                                             are no longer ―alone‖.

                                                                                             Make personal contact with each of your residents
         The Keystone’s Guide to Residence Life




                                                                                             individually within 48 hours of them moving in. Let
                                                                                             them know who you are, how they can contact you, and
                                                                                             how you can help them as their Keystone.

                                                                                             Hold a social event for your floor or building within 72
                                                                                             hours of your residents moving in. This will encourage
                                                                                             the people that live in close proximity to get to know
                                                                                             each other while everyone is still new.

                                                                                             Invite your residents to go to a University sponsored
                                                  event with you within the first week of school. Let‘s face it, there are a lot more people on campus
                                                  than in your building or floor, so show them how to get involved and meet people while having fun
                                                  at school.




Proprietary & Confidential
                                                  Depression can strike anyone, include college students. Sometimes it is brief, and the student is
                                                  able to work through it on their own. Other times, it may continue for an extended period of time.
                                                  Coping and recovering from depression may require the assistance of a trained counselor from
                                                  the University. Below are some indicators a resident may be suffering from depression. If it is
                                                  observed for an extended period of time, you can try to help the person by encouraging some of
                                                  the non-medical treatments found below, or by referring them to the counseling center on
                                                  campus.



                                                  Change in sleeping habits. Most
                                                  depressives sleep more than is usual for
                                                  themselves or for people in general. There
                                                  are some cases where the depressed
                                                  person will sleep much less. Others will
                                                  operate nocturnally and keep very irregular
                                                  hours, even for a college student.

                                                  Change in eating habits. Most depressives
                                                  eat less than they should and lose weight.
                                                  Only a very few increase their appetite.

                                                  Lack of affect; indifference. The word
                                                  ―depression‖ suggests a flattening out, and
                                                  this is what happens to many sufferers‘
         The Keystone’s Guide to Residence Life




                                                  personalities. Little excites them, amuses            Exercise. The body and mind are both
                                                  them, or otherwise moves them, except to              happier when they are being used.
                                                  sadness.                                              Exercising outside is even better, as the
                                                                                                        fresh air and sunlight help a great deal on
                                                  Irritability. Some people dealing with                their own.
                                                  depression become overly sensitive, and
                                                  lose their sense of humor. This is                    UV Light Boxes. Cases of the winter blues
                                                  heightened when an eating disorder has                are common for students that have not
                                                  also entered the picture.                             experienced the extreme season before. UV
                                                                                                        light boxes simulate the effect of sunlight.
                                                  Withdrawal. At first, a depressive may still
                                                  find some small level of social interaction,          Fun. Identify those basic joys of life they
                                                  but will not enjoy themselves. After a while,         once participated in on a weekly basis, and
                                                  they stop attempting interaction all together.        start enjoying them again. It may be art,
                                                                                                        music, the movies, reading, or anything else
                                                  Lack of motivation. Procrastination                   they once did on a regular basis.
                                                  becomes arduous. Deadlines are missed, or
                                                  are only met by pulling all-nighters with             Communication. Sometimes just talking to
                                                  excessive intake of caffeine or other                 someone will make the depression easier to
                                                  stimulus drugs. Grades also decline sharply.          deal with. Friends, family members,
                                                                                                        teachers, or counselors can lend an ear.
                                                  Extreme sadness. Depression is different              They may not need to give advice to make
                                                  from grief. Grief is a more passionate and            the person feel better.
                                                  violent feeling that will wear itself out.
                                                  Depressives, however, find themselves not
                                                  indifferent but incessantly, tearfully
                                                  despairing.                                              Web Resource: www.nmha.org




Proprietary & Confidential
                                                  The American society bombards people with images of
                                                  extremely thin models, and attempts to link a person‘s
                                                  weight to their beauty and success. Unfortunately, the media
                                                  has only propelled the number of people living with eating
                                                  disorders in this county.

                                                  For years, it was assumed that only Caucasian females
                                                  suffered from eating disorders, mainly anorexia or bulimia.
                                                  That myth has often lead to the misunderstanding of
                                                  people‘s health issues, and many times a misdiagnosis.

                                                  It is estimated that there are currently 10 million females, and 1 million males in the United
                                                  States battling an eating disorder. While it clearly is more common in females, do not ignore the
                                                  warning signs if observed in males, or in someone of a race other than Caucasian. Below are
                                                  some of the common signs and symptoms of an eating disorder.



                                                       Rabbit-like and obsessive eating habits. This
                                                        includes nibbling at or playing with food, attempting          Anorexia nervosa is a
                                                        to make up for calories with spice, and avoiding all         psychiatric diagnosis that
                                                        fat.                                                        describes an eating disorder
                                                                                                                     characterized by low body
                                                       Dependence on diet sodas, black coffee, and                   weight and body image
                                                        cigarettes.                                                 distortion with an obsessive
         The Keystone’s Guide to Residence Life




                                                                                                                       fear of gaining weight.
                                                       Frequent discussion and fantasizing about food.

                                                       Thinness, sometimes to the point of emaciation.

                                                       Swollen ankles. Brittleness or thinness of hair.

                                                       Growth of fine hair all over arms, back, and chest. This is the body‘s way of trying to
                                                        warm itself in the absence of fat.

                                                       Coldness. Stress, irritability, and oversensitivity.

                                                       Loss in sense of humor. Perfectionism across the board.

                                                       Sluggishness of thought. It is usually more apparent to the sufferer than to anyone else.

                                                       Obsessive exercising.



                                                                                    Who has teen eating disorders?
                                                              Research shows that more than 90 percent of those who have eating disorders are
                                                             women between the ages of 12 and 25 (National Alliance for the Mentally Ill, 2003).

                                                              However, increasing numbers of older women and men have these eating disorders.
                                                               In addition, hundreds of thousands of boys are affected by these disorders (U.S.
                                                                                  DHHS Office on Women's Health, 2000).




Proprietary & Confidential
                                                  Bulimia and Anorexia often go hand in hand. People who             Bulimia nervosa is an
                                                  are classified as bulimic exhibit many of the above            eating disorder characterized
                                                  symptoms of anorexia, and vice versa. To the extent that         by recurrent binge eating,
                                                  bulimia is an independent disease, it involves periodic         followed by compensatory
                                                  relaxations of the self-control that anorexics exert. Unable      behaviors, referred to as
                                                  to keep themselves from starving, bulimics will gorge                    "purging"
                                                  themselves and then purge either by gagging themselves or
                                                  taking laxatives. Repeated vomiting causes damage to the
                                                  throat and teeth by stomach acid. Overuse of laxatives can cause serious electrolyte
                                                  abnormalities, and serious heart conditions. Malnourished people are also vulnerable to a variety
                                                  of health problems, including stress bone fractures.




                                                                                           Assisting residents who may be facing challenges with
                                                                                           an eating disorder can be a touchy situation.
                                                                                           Sometimes the resident will welcome your assistance,
                                                                                           and other times they may resent the intrusion. If you
                                                                                           suspect one of your residents has an eating disorder,
         The Keystone’s Guide to Residence Life




                                                                                           follow the guidelines below when dealing with the
                                                                                           situation:




                                                                   Always consult with a member of your University counseling staff. They will
                                                                    be able to provide you with guidance and information resources based upon
                                                                    the individual situation.

                                                                   Meet with the resident in a private area, and during a time when the resident
                                                                    is not under any stress.

                                                                   Limit the number of people talking with the resident to no more than 2, you
                                                                    as a Keystone, and someone the resident trusts. This could be their friend
                                                                    that has witnessed their behavior.

                                                                   Be prepared with a list of resources and services to refer the resident to at
                                                                    the University.

                                                                   Remember that you are not a licensed counselor. Your role is to let the
                                                                    resident know that you are there for them should they need someone to help
                                                                    them find appropriate care and assistance in dealing with the matter.

                                                                   Always notify your supervisor if you feel that one of your residents is possibly
                                                                    experiencing an eating disorder.




Proprietary & Confidential
                                                  Alcoholism is one of the top issues facing college students. The previous myths about alcoholics
                                                  drinking by themselves, in the morning time, or every day may be true, but are not defining factors
                                                  for an alcohol problem.

                                                  According to the American Psychiatric Association, the diagnosis of alcoholism can be made when
                                                  three of the following symptoms have existed continuously for at least a month, or have occurred
                                                  on a repeated basis over a longer period of time.


                                                      Alcohol is consumed in greater quantities or for
                                                      longer periods of time than the person
                                                      intended.

                                                      The individual has a persistent desire to control
                                                      or eliminate drinking or has made one or more
                                                      unsuccessful attempts to do this.

                                                      Considerable amount of time is spent in
                                                      obtaining, using, or recovering from alcohol and
                                                      its affects.

                                                      Intoxication or its aftereffects frequently occur at times when the person is expected to fulfill
                                                      work, family, or school obligations.
         The Keystone’s Guide to Residence Life




                                                      The individual reduces social, recreational, or job-related activities because of alcohol use.

                                                      Drinking continues despite the knowledge that alcohol
                                                      causes the individual to have social, psychological, or
                                                      health problems.

                                                      Withdrawal symptoms occur when initially attempting
                                                                                                                         Recent statistics on college campuses
                                                      abstinence.
                                                                                                                         nationwide show that alcohol is
                                                      Alcohol or other drugs are used to ward off the withdrawal         involved in:
                                                      symptoms.
                                                                                                                                 About two-thirds of all violent
                                                      Often more serious alcohol problems are                                     behavior.
                                                      overlooked in college students because of the
                                                      common perception that the behavior is                                     Almost half of all physical
                                                      limited to the ―college years‖, and those
                                                                                                                                  injuries.
                                                      drinking patterns are likely to change once
                                                      the person graduates and moves into the                                    About one-third of all
                                                      ―real world‖. However, a large percentage of
                                                      our population may be alcoholics, and                                       emotional difficulties among
                                                      significantly more are developing patterns                                  students.
                                                      which will lead to alcoholism later in life. If
                                                      you observe any of these warning signs, it is                              Almost 30% of all academic
                                                      wise to seek out help before the situation                                  problems.
                                                      becomes worse and more complicated.




Proprietary & Confidential
                                                                           It is difficult to control illegal drugs in a community, but not
                                                                           impossible with diligence and follow through. If it is discovered
                                                                           that a resident or guest is keeping or using illegal drugs, notify
                                                                           your supervisor immediately. They will follow up with the
                                                                           appropriate violation notices per the lease agreement, and may
                                                                           choose to notify the University conduct board based upon the
                                                                           situation.

                                                                           The following is a list of drugs that are most commonly used, and
                                                                          the physical reactions you may observe of someone under their
                                                                          influence.


                                                  Marijuana: Users may feel exhilarated or relaxed, stare off into space, be hilarious without
                                                  cause, find normal events extremely funny, have a heightened appetite, and have an
                                                  exaggerated sense of ability. Their eyes will often be blood shot and have a ―glass‖ or
                                                  ―glazed over‖ look.


                                                  Ecstacy: This drug produces profoundly positive feelings, enhanced sexuality, and the
                                                  elimination of anxiety, and empathy for others. It can also suppress the need to eat,
                                                  drink or sleep, and can provide abnormal amounts of physical energy for some. Side
                                                  effects also include the possibility of nausea, hallucinations, chills, increased body
                                                  temperature, jaw clinching, muscle cramping, and blurred vision.
         The Keystone’s Guide to Residence Life




                                                  Cocaine: The user will have dilated pupils, and will exhibit hyperactive and/or paranoid
                                                  behaviors. Multiple doses may lead to muscular twitching or convulsions.


                                                  Heroine and Morphine: These drugs will cause the user‘s pupils to become constricted,
                                                  and slow down the body‘s systems. Their pulse and breathing will decrease, and while
                                                  the user will be calm; they will also be inattentive.


                                                  Methamphetamine: More commonly referred to as ―Speed‖ or ―Crystal-Meth‖, this drug is
                                                  a stimulant causes extreme restlessness and irritability. Violence and paranoid reactions
                                                  are also possible.


                                                  LSD, PCP, MDA: Users will experience hallucinations, exhilaration, or depression that can
                                                  lead to serious mental changes with suicidal or homicidal tendencies. The abuser may
                                                  undergo complete personality changes, ―see‖ smells, and ―hear‖ colors. They may try to
                                                  fly, or brush imaginary insects off their body. The behavior is irrational and marked
                                                  depersonalization.


                                                  If you encounter a resident or guest that you suspect to be under the influence of one or
                                                  more of these drugs, take precaution around them as there is no way predict their
                                                  behavior. Call for another Keystone or staff member to assist you with the situation. It is
                                                  important to determine if they are in need of medical attention, or if the authorities need
                                                  to be involved to prevent the person from harming themselves or others. Always file an
                                                  incident report after an encounter with a person under the influence.




Proprietary & Confidential
                                                  Becoming aware that a student may be considering
                                                  suicide will come from either direct comments
                                                  made by the student, or drastic behavioral clues
                                                  that you may notice. Remember, anytime that you
                                                  think that a student may be at risk for committing
                                                  suicide, always notify your Community Manager
                                                  immediately!

                                                  A suicidal resident may retreat from activities or social interaction, skip large amounts of class, up
                                                  to weeks at a time, or act out of character for any length of time. Once you notice behavior that
                                                  may be indicative of a resident considering suicide, speak to you Community Manager and explain
                                                  what you have witnessed to determine what the best course of action will be to help the student.

                                                  If a resident speaks to you and directly tells you that they have a plan for suicide, do not leave
                                                  them alone. Call your Community Manager, and have them meet you immediately. The
                                                  Community Manager will evaluate the situation to determine whether or not the student should be
                                                  transported to the emergency room.

                                                  In the event that you find a student that is engaging in suicidal behavior, call 9-1-1 immediately.
                                                  Depending on the situation, intervene if it is possible to assist the resident without putting yourself
                                                  in danger. Contact your Community Manager as soon as possible, and have them assist you at
                                                  the location.
         The Keystone’s Guide to Residence Life




                                                  The majority of suicide attempts and suicide deaths happen among teens with depression.
                                                  Consider these statistics about teen suicide and teen depression: about 1% of all teens attempts
                                                  suicide and about 1% of those suicide attempts results in death (that means about 1 in 10,000
                                                  teens dies from suicide). But for adolescents who have depressive illnesses, the rates of suicidal
                                                  thinking and behavior are much higher. Most teens who have depression think about suicide, and
                                                  between 15% and 30% of teens with serious depression who think about suicide go on to make a
                                                  suicide attempt.

                                                  Keep in mind that for most teens, depression is a passing mood. The sadness, loneliness, grief,
                                                  and disappointment we all feel at times are normal reactions to some of the struggles of life. With
                                                  the right support, some resilience, an inner belief that there will be a brighter day, and decent
                                                  coping skills, most teens can get through the depressed mood that happens occasionally when
                                                  life throws them a curve ball.

                                                  But sometimes depression doesn't lift after a few hours or a few days. Instead it lasts, and it can
                                                  seem too heavy to bear. When someone has a depressed or sad mood that is intense and lingers
                                                  almost all day, almost every day for 2 weeks or more, it may be a sign that the person has
                                                  developed major depression. Major depression, sometimes called clinical depression, is beyond a
                                                  passing depressed mood - it is the term mental health professionals use for depression that has
                                                  become an illness in need of treatment.




Proprietary & Confidential
                                                  Understanding the rules and regulations by
                                                  which your residents are expected to live by
                                                  is very important. You should have a
                                                  working knowledge of your community‘s
                                                  lease agreement, as well as the Campus
                                                  Apartments Resident Handbook. You will
                                                  receive a copy of each of these documents
                                                  during your training session. Should you
                                                  need an additional copy at any time, just
                                                  speak to your supervisor. A digital copy is
                                                  also available on ProjectDox.                   fellow Keystones to deter and educate those
                                                                                                  residents who may tend toward
                                                  The resident handbook is essentially an         unacceptable behavior
                                                  addendum to the lease agreement. It is a
                                                  more detailed resource for residents to         As a company we are concerned with
                                                  understand what is and is not allowed while     consistent or serious violations of the terms
                                                  living in a Campus Apartments community.        of the Campus Apartments Lease
                                                  The resident handbook addresses conduct         Agreement. The company Incident Report
                                                  concerns, as well as other important            forms should be filled out to make a
                                                  regulations, policies, and procedures to be     complaint or to report improper behavior.
                                                  followed throughout the year.                   Each situation should be handled at the
                                                                                                  proper level and should escalate only if a
                                                  Beyond the lease agreement and resident         resolution cannot be achieved. As a
         The Keystone’s Guide to Residence Life




                                                  handbook, your residents may be bound by        Keystone you can anticipate involvement at
                                                  your college or University‘s code of conduct    some level in handling noise complaints,
                                                  as well. This may apply even if your            roommate disagreements, intoxicated
                                                  residents are living off campus in one of our   persons, vandalism, and other behaviors
                                                  communities. If this is the case, it is         difficult to catalog.
                                                  important to understand what conduct
                                                  standards have been set by your school. In      Keystones are not expected to investigate
                                                  the instance where our residents have           matters that are clear violations of the law
                                                  violated such codes of conduct, your            including but not limited to theft, assault,
                                                  Community Manager will take the necessary       illegal drug sales, or any violation of the law
                                                  steps in providing the school with the          that may result in prosecution of the
                                                  appropriate information and documentation       individual(s) responsible. However, if you are
                                                  for further examination.                        made aware or have reason to believe that
                                                                                                  any such violations are occurring at the
                                                  It is inevitable in dealing with young adults   community you are expected to immediately
                                                  that a few residents will become involved in    let the Community Manager know. It is
                                                  unacceptable behavior. It is unfortunate that   imperative that the incident report is written
                                                  the resolution of these problems may            as soon after the incident as possible so
                                                  consume an inordinate amount of our time        that details are not forgotten. The
                                                  and hopefully, we can reduce this outlay of     information recorded must be accurate and
                                                  time by following proper techniques and         not hearsay. Be specific and comprehensive
                                                  procedures. The basic approach to               in reporting. The more accurate the
                                                  conduct, both positive and negative, must       information is the better. If it can be
                                                  be educational. You should work with your       corroborated by a witness, great!




Proprietary & Confidential
                                                  The more frequent conduct issues or lease          Again, be sure to document the incident and
                                                  violations that you will encounter are noise       report it to your Community Manager so they
                                                  violations, parties that are too large,            can follow up.
                                                  underage drinking, pets on the premises,
                                                  and unauthorized guests or illegal                 When a situation must be addressed
                                                  occupants.                                         through legal documentation, the residents
                                                                                                     will most likely receive a ―Seven Day Notice
                                                  Every situation you encounter will be              to Cure‖. Essentially, this notice is delivered
                                                  different, and it will be up to you to provide     to the resident(s) who has violated a clause
                                                  the most appropriate course of action given        in their lease agreement. It notifies them
                                                  the circumstances. If it is a non-threatening      that the management company is aware of
                                                  environment, and you feel comfortable              the infraction, and it gives the resident
                                                  approaching the person or group of people,         seven days to correct the problem.
                                                  always do so in a friendly and non-
                                                  aggressive way. Identify yourself as a             Hopefully, the resident will correct the
                                                  Keystone, and employee of the community,           violation, and no further action will be taken.
                                                  and explain specifically what the violation is.    However, if the resident do not take
                                                  Ask the resident(s) to rectify the situation,      corrective measures, or is caught with the
                                                  and hopefully they will comply without issue.      same violation later in their lease term, they
                                                  Be sure to document the violation and              may be served with a ―Seven Day Non-
                                                  conversation that you had with the                 Opportunity to Cure‖. This notice means
                                                  resident(s), and leave it for your Community       that the resident must move out and give up
                                                  Manager. They will decide if the violation         possession of their apartment within seven
                                                  warrants a legal notice, or just                   days, or an eviction will be filed.
                                                  documentation in their file.
         The Keystone’s Guide to Residence Life




                                                                                                     Landlord/tenant law varies greatly from
                                                  Should the resident(s) refuse to comply,           state to state, and even within different
                                                  walk away from the situation. Never enter          counties. The scenarios discussed above
                                                  into an argument with residents or guests,         may not be exactly how lease violations are
                                                  as it may become an unsafe situation. If it is     required to be addressed at your particular
                                                  a situation that could escalate and cause          property. Your Community Manager can
                                                  further problems or potential harm, such as        explain the basics of legal notices for your
                                                  a large party, call your courtesy officer or the   particular location so you are aware of the
                                                  police so they can diffuse the situation.          processes.




Proprietary & Confidential
                                                  Certain steps can be taken by personnel to limit the
                                                  opportunities for student or guest property to be stolen.
                                                  As a Keystone you may be required to assist in
                                                  communicating with the residents and suggesting
                                                  some preventative measures that should be taken.

                                                  In the event a student or guest makes you aware that
                                                  they have been a victim of a theft, you should
                                                  immediately let your Community Manager know. A Loss
                                                  and Incident Report must be completed. The student or
                                                  guest should furnish his/her full name and address, a description of the missing items, their
                                                  value, when the items were last seen, and when the loss was discovered. Parents' homeowner's
                                                  insurance may cover the loss, and most car insurance will cover damage or loss to an automobile.

                                                  Residents who have suffered a theft should be encouraged to call the police for investigation and
                                                  personal insurance reasons. If a highly valuable item was stolen, or if the student or guest
                                                  requests it, the full description of the item should be given to the police department. If the stolen
                                                  merchandise has a serial number, this should be recorded so that it can be identified at a future
                                                  date. When witnesses are available, they should be identified by name and address and
                                                  thoroughly interviewed concerning their knowledge of the theft.

                                                  Please remember when showing the property to prospective our residents or when conversing
                                                  with current residents, never use the term "secure" in any form.

                                                  As a company, there is nothing we can do to guarantee safety. While we strive to decrease the
         The Keystone’s Guide to Residence Life




                                                  possibility of crime, members of our communities must understand that common sense must be
                                                  used to protect themselves and their possessions.

                                                  At no time should a Keystone imply that Campus Apartments is responsible for any theft or
                                                  damages to personal items.


                                                  Tips to avoid becoming the victim of theft:

                                                       Always lock your windows and doors                     Always travel in groups, preferable
                                                          even when you are home.                                 with four or more people.
                                                         Keep the blinds closed so that                       Don‘t carry large amounts of cash.
                                                          outsiders cannot see in.                             Do not prop open doors – if
                                                         Leave a light on when you are away.                   someone is supposed to be in the
                                                         Always park in visible, well-lit areas.               building, they will have access.
                                                         Do not stop for stranded motorists.                  Keep any valuables in your car
                                                          Instead, use your cell phone or go to                 inside the trunk or otherwise out of
                                                          the nearest telephone booth and                       sight, and always lock your door.
                                                          call the police for assistance.




Proprietary & Confidential
                                                  Any claim for damages to an automobile by a resident should be thoroughly investigated. It is not
                                                  uncommon for someone to attempt to blame the property for damages. Any such claims for
                                                  damages should be referred to the Community Manager.


                                                  The following is a list of scenarios that a resident may approach you concerning damage to their
                                                  vehicle:

                                                               Damage due to tree branches or other debris hitting the
                                                               car.

                                                               Paint overspray from work nearby.

                                                               Damage from being hit by a Campus Apartments golf
                                                               cart while parked.

                                                               Damage from a miscellaneous item hitting the vehicle
                                                               as a Campus Apartment employee was walking near the
                                                               car (i.e. maintenance carrying a replacement door).

                                                               Damage caused by vandalism.
         The Keystone’s Guide to Residence Life




                                                  At no time should a Keystone imply that Campus Apartments is responsible for any damages to
                                                  vehicles or their contents. You are required to file an incident report when a resident notifies you
                                                  of possible car damage. Always take photos of the supposed damage for reference.




Proprietary & Confidential
                                                  When a resident or guest has an accident on the property, these important procedures should be
                                                  used:


                                                              As soon as possible, make your Community Manager aware of the situation.

                                                              Be courteous and do not argue.

                                                              When the injury is slight, render first aid, if
                                                              practical. If further attention is necessary,
                                                              have the resident or guest taken to the
                                                              nearest hospital room by taxi or their own
                                                              car.

                                                              When the injury is serious, an ambulance
                                                              should be called and the individual should be
                                                              taken to the nearest hospital emergency
                                                              room at once.

                                                              Do not discuss defects of the building or
                                                              equipment with the student or guest.

                                                              Correct any problems as soon as possible.

                                                              Do not talk about insurance or claim
         The Keystone’s Guide to Residence Life




                                                              settlements with the student or guest.

                                                              Make detailed notes concerning the cause of
                                                              the accident and the condition of the student
                                                              or guest, record noticeable details).

                                                              Obtain photographs of the scene if the injury is serious.

                                                              Obtain all pertinent information and submit an Incident Report.




Proprietary & Confidential
                                                  There are specific actions to be taken when it is
                                                  learned that a person may have been assaulted on
                                                  the premises. If you are made aware of a situation,
                                                  immediately contact a member of management who
                                                  will contact the victim personally to determine the
                                                  extent of the injuries. The injured person should be
                                                  asked to see a doctor for an examination, and should
                                                  be furnished with the name and address of one or
                                                  more licensed, local physicians.

                                                  If the victim agrees to see a doctor, an EMS can
                                                  provide transportation. If the victim declines medical
                                                  treatment, witnesses to his/her refusal should be
                                                  identified. When the injured person is a juvenile, the
                                                  parents should be informed of the injury immediately
                                                  so that they can consent to medical treatment as
                                                  required by law.

                                                  Call an ambulance immediately to take the victim to
                                                  the nearest hospital when the injury is visibly serious. A representative of the property should
                                                  contact the hospital to find out the extent of the injuries and the patient's condition in order to
                                                  inform his/her family.

                                                  As a Keystone, you can assist the resident by providing information on local or University
                                                  resources to help them in the aftermath of the assault. This may include a victim advocate,
         The Keystone’s Guide to Residence Life




                                                  counseling to cope with the incident, or meeting with an academic advisor to discuss negative
                                                  academic side effects.




Proprietary & Confidential
                                                  SECTION 10.0
                                                      Peer Communication
         The Keystone’s Guide to Residence Life




Proprietary & Confidential
                                                  First and foremost, remember that you are not a licensed counselor. Do not try to take on more
                                                  than your Keystone roll entails. Employ basic tips discussed in this manual in order to help work
                                                  through an initial meeting, and determine whether the person should be referred to a professional
                                                  or whether they are in imminent danger. Your immediate goal is to gain the person‘s trust and to
                                                  reassure them that you are truly listening. The more critically you listen, the more likely you will be
                                                  able to decide how best to help them.

                                                  Don‘t rush in with a solution; your resident will often be able to eventually tell you what they want
                                                  to happen for themselves. You are acting as an outside party to help facilitate information, listen,
                                                  and help the resident(s) come to their own conclusions.

                                                  Do not promise absolute confidentiality. If a student begins a conversation with ―can I tell you
                                                  something, but will you promise not to tell‖, it is a good bet they are looking for help. Explain that
                                                  depending upon what they share you may need to involve your supervisor and/or a counselor to
                                                  be able to help them. You can also reassure the resident that you will involve them in deciding to
                                                  use as a referral, if necessary, and you can promise to protect their privacy by not sharing it with
                                                  other residents.
         The Keystone’s Guide to Residence Life




                                                                Listen
                                                              Understand
                                                                 Help
                                                                Refer

Proprietary & Confidential
                                                  The first step in helping residents deal with a concern or
                                                  resolve a conflict is learning how to listen. If you don‘t
                                                  listen and fully understand the problem, you will be less
                                                  successful in resolving the matter.

                                                  Listening sounds like a pretty easy thing to do, right? Well
                                                  there is more to it than you may think. Active listening is an
                                                  important skill when dealing with customers, or helping a resident through a personal concern.

                                                  It is important that you fully understand what message the customer is attempting to convey to
                                                  you, and that it is where the importance of listening versus hearing come in. You may hear the
                                                  words, but to fully understand, you must listen.




                                                               Give the speaker your full attention. Don‘t look out the window, or be concerned with
                                                               other conversations in the room.

                                                               Make sure your mind is focused on the conversation. It can be easy to let your mind
                                                               wander if you think you know what the person is going to say next, but you might be
                                                               wrong! If you feel like your mind is starting to wander, change your body position and
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                                                               try to concentrate on the speaker‘s words.

                                                               Let the speaker finish before you begin to talk. Speakers appreciate having the
                                                               chance to say everything they wanted to say without being interrupted. When you
                                                               interrupt, it looks like you aren‘t listening, even if you really are.

                                                               Let yourself finish listening before you begin to speak. You can‘t listen if you are
                                                               already beginning to think about what you are going to say.

                                                               Listen for main ideas. The main ideas are the most important points the speaker
                                                               wants to get across. They may be mentioned at the start or end of a talk, and
                                                               repeated a number of times. Pay special attention to statements that begin with
                                                               phrases such as "My point is..." or "The thing to remember is..."

                                                               Ask questions. If you are not sure you understand what the speaker has said, just
                                                               ask. It is a good idea to repeat in your own words what the speaker said so that you
                                                               can be sure your understanding is correct.

                                                               Give feedback. Sit up straight and look directly at the speaker. Now and then, nod to
                                                               show that you understand. At appropriate points you may also smile, frown, laugh, or
                                                               be silent. These are all ways to let the speaker know that you are really listening.
                                                               Remember, you listen with your face as well as your ears!




Proprietary & Confidential
                                                  Attending behavior involves using appropriate body language. Make eye contact, lean forward
                                                  slightly in order to demonstrate attentiveness, and use appropriate vocal qualities and tones. Use
                                                  your ability to identify when a person is upset, and give them your full attention. Remove any
                                                  distractions, and sit down with the person.

                                                          You should be able to:
                                                                  Communicate to the person that you are interested in what is being said.
                                                                  Increase your awareness of the person‘s body language.
                                                                  Modify and adjust your body language to establish rapport based on the
                                                                   individual.
                                                                  Be prepared to work harder at your attending body language if you find you are
                                                                   lost or confused in the conversation and need to refocus.
                                                                  Use verbal tracking. Don‘t change the subject. Allow the person to control the
                                                                   flow of the conversation.



                                                  Depending on the nature of the conversation, you may need to ask questions to help you fully
                                                  understand the issue at hand. Open questions cannot be answered with a ―yes‖ or ―no‖, and
                                                  therefore require a more complex response. Open questions can be used to have the resident
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                                                  talk more freely about their thoughts and feelings. Closed questions can be answered with a
                                                  simple ―yes‖ or ―no‖. Like your body language, these questions can encourage or discourage a
                                                  conversation.

                                                          When using both types of questions effectively, you should see the following results:
                                                                  Bringing out additional specifics in the person‘s world.
                                                                  Making an effective assessment of a person‘s concern or issues.
                                                                  You will be able to guide the conversation, while still allowing the resident to
                                                                   control it.
                                                                  Be aware of possible pitfalls when asking questions:
                                                                      Do not make it appear that you are bombarding or grilling your resident. This
                                                                       puts them on the defensive.
                                                                      Ask one question at a time, and wait for a response before asking another.
                                                                       This will help reduce confusion for the resident.
                                                                      Avoid using ―why‖ questions, as the resident might infer judgment or blame.




Proprietary & Confidential
                                                  It is important to assess your progress during the conversation. You should pay particular
                                                  attention to non-verbal behavior, verbal behavior, discrepancies, conflicts, or incongruities.

                                                  Non-verbal behavior often indicates a person‘s true feelings. Look for a lack of eye contact,
                                                  tapping fingernails, nervous habits, shifting in their chair, and wringing hands.

                                                  Verbal behavior may include more than just what the person is saying. It refers to tone, speed,
                                                  and volume of speech, as well as words. Pay attention to ―I‖ statements. They may indicate
                                                  important information. Often the same words or ideas may be repeated, and patterns may
                                                  emerge. This may indicate important cues that should be followed by additional questions.

                                                  Discrepancies or incongruities are incredibly telling. They should be confronted in order to help
                                                  the person better focus on the issue. These are missed mixed messages in which inconsistent or
                                                  opposing ideas are presented.



                                                  Using this technique will allow you to help the person identify or focus upon the feelings and
                                                  emotions underlying their words and behaviors. In return, you can help make these implicit,
                                                  sometimes hidden, emotions explicit and clear to the resident. Using this technique will:

                                                  Bring out additional specifics of the person‘s emotional world.
         The Keystone’s Guide to Residence Life




                                                  Help you sort out missed or ambivalent feelings toward significant events or others.

                                                  To ground you as a Keystone, to keep you from too much supposition and intellectualization, and
                                                  to move you back towards deeper goals and feelings.

                                                  Allow you to reflect the person‘s feelings they are expressing, either verbally or non-verbally.



                                                  When a resident comes to you and seeks your help, they need reassurance that you will listen to
                                                  what is being said and that you will understand their point of view. Encouraging statements and
                                                  paraphrasing are basic fundamentals for conveying to a person that you have heard and
                                                  understood what has been said.

                                                  Encouragers: These are a variety of verbal and non-verbal communication methods meant for you
                                                  to prompt the other person to continue talking. They include head nods, open-handed gestures,
                                                  phrases such as ‗uh-huh‘ and simple repetition of key words that the other person has used.

                                                  Paraphrases: Paraphrasing feeds back to the resident the essence of what has just been said by
                                                  shortening and clarifying their comments. It is not merely parroting; effective paraphrasing using
                                                  the person‘s own key words in conjunction with your own summary.




Proprietary & Confidential
                                                  As a Keystone, you will be an integral resource for residents that are not able to resolve conflicts
                                                  on their own. Each situation that you will encounter will be different. No matter how many times
                                                  you help roommates who are disagreeing on what temperature to keep the air conditioning at, the
                                                  resolution will always take a different path because of people‘s personalities and how they
                                                  respond to conflict.

                                                  For each situation you become a facilitator for, the tips below will be useful during the process:

                                                           When speaking with more than one person at a time, choose a neutral location for
                                                               the meeting. It is also important that you sit in the middle of the two residents, and
                                                               are not closer to one than the other.

                                                           Never take sides. This means that you should never become the decision maker.
                                                               Never side with one person over the other. Never defend one person‘s point of view.
                                                               When necessary, you may ask questions for clarification, not to devalue one person‘s
                                                               position, but to bring attention to how other people perceive what is being said.

                                                           Employ a strategy of win-win to resolve conflicts when possible. It is almost always
                                                               possible that all participants can walk away feeling that their point has been
                                                               understood and they have won at least part of the conflict.

                                                           Help to assure that each person‘s integrity is maintained. It is never acceptable to
                                                               have participants feel humiliated. This simply lays the foundation for greater hostility
                                                               and is not an adequate resolution to any conflict.
         The Keystone’s Guide to Residence Life




                                                           Get conflicts out in the open. Assist in identifying issues and feelings, and provide a
                                                               safe forum for airing those feelings.

                                                           Be aware of barriers to conflict resolution. Defensiveness, put-downs, judgmental
                                                               reactions, manipulation, discounting, aggressive attacks, and other similar types of
                                                               behavior are barriers of communication. They are counterproductive in the resolution
                                                               of conflicts.

                                                  Do not escalate conflicts by involving more people than necessary. Resolve the conflict at the
                                                  lowest possible level between the people directly involved. When too many people are involved,
                                                  some individuals become too concerned with maintaining loyalties and are less interested
                                                  resolving the conflict.




Proprietary & Confidential
                                                  Student development theories help explain the complexities of students‘ behavior, change, and
                                                  growth. These explanations constitute the science of student development. More importantly
                                                  these theories can assist you when conducting peer communication. They can provide insight to
                                                  approaches that may be most suitable to the situation you are attempting to resolve.



                                                                                                           Theory: a tentative insight into the
                                                                                                         natural world; a concept that is not yet
                                                       Person-environment theories do                     verified but that if true would explain
                                                       exactly what you would think. They                      certain facts or phenomena.
                                                       believe that student development
                                                       is a result of how an individual
                                                       interacts with his/her environment.
                                                       In assuming that the environment
                                                       has a role in development, we can
                                                       then assume that the community
                                                       our residents live in, both physical         Cognitive-developmental theories define
                                                       and social, will affect their
         The Keystone’s Guide to Residence Life




                                                                                                    development in terms of how individuals make
                                                       development. It gives real meaning           meaning of their lives and experiences through
                                                       to weight of our work and learning           questions of morality, values, faith, and self. One
                                                       efforts put in place.                        theory by Gilligan says that men and women process
                                                                                                    moral reasoning differently, and could therefore be
                                                                                                    used in judicial work or programming when talking
                                                                                                    with students about their own ethical choices.

                                                                                                    Another theory by Kegan describes 6 stages of ego
                                                                                                    development that individuals go through.
                                                                                                    Understanding these stages and where a student
                                                                                                    might be within them can be very helpful to logically
                                                                                                    think about and approach that would make sense at
                                                                                                    that stag




Proprietary & Confidential
                                                  Psychosocial development theories look at the ways in which individuals attempt to resolve the
                                                  various issues, events, and tasks that they encounter throughout their lives. These include
                                                  developing identity, developing relationships, aging, etc. One of the most commonly used
                                                  psychosocial theories in student development is Chickering‘s Vector Theory.

                                                  Chickering focused on 7 vectors or developmental tasks:

                                                          Developing Competence
                                                          Managing Emotions
                                                          Moving through Autonomy toward Interdependence
                                                          Developing Mature Interpersonal Relationships
                                                          Establishing Identity
                                                          Developing Purpose
                                                          Developing Integrity

                                                  He saw students as moving through the vectors at different speeds, order, and sometimes
                                                  returning to one based on current issues. The most common use of Chickering‘s vectors is to
                                                  understand what may be happening for students and provide assistance. For instance, a student
                                                  who seems uncomfortable may be struggling with developing identity. They may need assistance
                                                  in figuring out who they really are and/or want to be.
         The Keystone’s Guide to Residence Life




                                                  Typological theories attempt to describe and group individuals based on permanent or semi-
                                                  permanent personality or temperament types. One of the most famous theories in student
                                                  development is the Myers Briggs typology and their type indicator. In order to use the MBTI or
                                                  other typology indicators, one must have a strong understanding of the instruments and their
                                                  appropriate use. Well understood, the instruments can help a student to think about appropriate
                                                  career choices, relationships with others, and how to best lead groups.

                                                  Typological indicators have many uses in residence communities from fun programming, to
                                                  helping staff work more efficiently together, to examining the dynamics the dynamics of residents
                                                  on a floor. They could be used to help students struggling socially to understand their own actions
                                                  and strategize better ones.




                                                  Diversity based theories attempt to define an individual‘s development of racial identity. These
                                                  theories can be helpful in working with cultural clashes in your community. If you can identify the
                                                  stages students are in, you can help them work together more positively.




Proprietary & Confidential
                                                  SECTION 11.0
                                                          Diversity
         The Keystone’s Guide to Residence Life




Proprietary & Confidential
                                                  College is a melting pot of people. Students come from all over the world representing a vast
                                                  array of races, cultures, beliefs, and values. For some students, college may be the first time they
                                                  have the opportunity to interact with others from a different race, nationality, or other culture. It
                                                  can be quite a learning experience when these very different students are not only attending
                                                  classes together, but are living in the same units or sharing the same common areas.

                                                  One of the core responsibilities of a Keystone to is to create a harmonious ―living and learning
                                                  environment‖. Essentially, this means creating a community where every resident is valued
                                                  equally, studies can be pursued without interruption, and activities are planned to allow for social
                                                  interaction.

                                                  When residents from a variety of cultures and backgrounds live within close quarters of one
                                                  another, you can anticipate that conflicts may arise as the norms and expectations of one group
                                                  conflict with those of another. Some of the more common circumstances surrounding such
                                                  conflict are different tastes in music, hygiene habits, choices in food, alcohol use, and other social
                                                  behaviors.

                                                  As a Keystone, your role is to help residents establish an accepting peer relationship. You must
                                                  work with students to help them understand and appreciate cultures other than their own, and
                                                  demonstrate tolerance for other lifestyles. One culture is not better than another, they are simply
                                                  different. Knowledge is the key to understanding and accepting. Creating a neutral environment
                                                  where residents can explain their culture to each other will allow dialogue to occur, and thus
                                                  opening up the lines of communication that are so important.
         The Keystone’s Guide to Residence Life




                                                  You will also help prepare residents for the bigger picture of life after college. American society is
                                                  arguably the most diverse society of any country. Learning to understand, accept, and appreciate
                                                  the qualities that make each person a unique individual is necessary for anyone to be successful
                                                  in the workforce.




Proprietary & Confidential
                                                  As colleges and universities evolve, so do their policies on living arrangements. Most higher level
                                                  institutions have some form of co-ed living arrangements. While the majority of schools do not
                                                  allow males and females to cohabitate in the same unit, more often than not, they are living close
                                                  to each other, either in units next to one another, or on the next floor. At almost all off campus
                                                  housing facilities, males and females are allowed to live together, perhaps under certain
                                                  restrictions.

                                                  Regardless of the circumstances, college men and women will be living in close quarters to one
                                                  another. Undoubtedly, there will be conflicts that arise, that as a Keystone, you will have to
                                                  diffuse.

                                                  Sexual harassment is one of the more common, and more severe, issues between males and
                                                  females that you will encounter. Sexual harassment is most commonly thought of as a man
                                                  harassing a woman, but it can also be women harassing men, women harassing other women,
                                                  and men harassing other men. If a harassment situation is brought to your attention when it is
                                                  one of the scenarios other than a man harassing a woman, do not perceive it as any less
                                                  important or threatening. Any type of harassment is very serious, and needs to be addressed
                                                  swiftly and appropriately.

                                                  Sexual harassment may not be between two residents. It may be a resident who is the victim of
                                                  harassment from another student living in a different community. In some cases, it may be a
                                                  student being harassed by a faculty member.

                                                  Sexual harassment is prohibited by Title VII of the Civil Rights Act and Title IX of the Education
                                                  Amendment. Additionally, most colleges and universities have their policies against sexual
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                                                  harassment.

                                                  So what constitutes sexual harassment? There are varying degrees of sexual harassment.
                                                  Verbally, it can include sexist language, sexiest jokes, or suggestive comments such as subtle
                                                  pressure for sexual activity or other comments about a person‘s clothing, body, or performing
                                                  sexual activities. Many times, it is demands for sexual favors with implied threats concerning a
                                                  student‘s job or grades. Physically, sexual harassment can be unnecessary touching, leering at a
                                                  person‘s body, and actual physical assault.

                                                  Every sexual harassment situation is different. It is up to the victim to evaluate the problem and
                                                  decide on the appropriate course of action. As a Keystone, your responsibility is to help guide and
                                                  support the victim. This will mean listening, empathizing, and reassuring the victim they are not to
                                                  blame for the harassment; the victim is never at fault!

                                                  Most importantly though, you will need to know what resources are available to further assist the
                                                  victim: a victim‘s advocate group, a counseling center, etc. Assist with making an appointment or
                                                  offer to accompany the resident for moral support if needed.




Proprietary & Confidential
                                                  The first few years of college are a time when many students are coming to better understand
                                                  their sexual identity. This process will be experienced at difference times and for varying lengths
                                                  of time depending upon the person. Gay, lesbian, bisexual, and transgendered students may
                                                  have more difficulty managing their way through this process.

                                                  As a Keystone, you will most likely be called upon to help facilitate a situation where a resident‘s
                                                  sexual orientation is the primary concern. It may be a resident who is uncomfortable living with an
                                                  openly gay roommate, or a resident who is trying to come to terms with their own sexual identity.
                                                  Regardless of the circumstances surrounding the situation, it is imperative to treat the situation
                                                  without being judgmental. You must be able to talk with a gay, lesbian, bisexual, or transgendered
                                                  resident and see the many facets of their personality and life without focusing only on their sexual
                                                  orientation.

                                                  Assisting students in a one-on-one setting may be only part of the process. The bigger picture may
                                                  require you to educate other residents in your community to help develop a more mature and
                                                  accepting attitude towards their GLBT neighbors. You may be able to address this through
                                                  discussions with the concerned residents, or by holding a program open to the entire community.
                                                  By orchestrating a community event, you will be able to provide information to a large group of
                                                  residents to debunk common myths about the gay, lesbian, bisexual, and transgendered lifestyles.

                                                  Below are some of the most common myths associated with homosexuals that may be at the root
                                                  cause of concern when there is a gay, lesbian, bisexual, or transgendered student living in your
                                                  community:

                                                                        MYTH                                                    FACT
         The Keystone’s Guide to Residence Life




                                                     GLBT people can be identified by their physical
                                                                                                           GLBT people look and act like everyone else.
                                                                    appearance.
                                                                                                        Sexual preference has nothing to do with body type.
                                                  Gay males are effeminate and weak; lesbian females
                                                                                                         Furthermore, it is purely stereotypical to associate
                                                              are masculine and strong.
                                                                                                           occupational choices with sexual preference.
                                                                                                         Just as heterosexual women are not interested in
                                                                                                        developing some type of intimate relationship with
                                                   Homosexuals are attracted to all members of the
                                                                                                          all men, the same is true for gay men. Likewise,
                                                                    same sex.
                                                                                                           lesbians are not attracted to or interesting in
                                                                                                                         pursuing all women.
                                                                                                        There are no commonalities shared amongst GLBT
                                                     GLBT people share other similar traits such as      people when it comes to traits, beliefs, or values.
                                                           religious beliefs or other values.          They come from all races, cultures, religions, political
                                                                                                              beliefs, and socio-economic backgrounds.


                                                  Most colleges and universities have some variation of a Safe Zone program. Safe Zones are
                                                  commonly referred to as ―ally‖ programs. Safe Zones provide safe spaces that are highly visible
                                                  and easily identifiable to lesbian, gay, bisexual and transgender persons, where support and
                                                  understanding is the key and where bigotry and discrimination are not tolerated. This will allow
                                                  each Keystone to be equipped with the proper tools for assisting GLBT residents in our
                                                  communities.

                                                  It will be necessary for you to familiarize yourself with the support groups and counseling options
                                                  that are available at your college or university. Many times, gay, lesbian, bisexual, or
                                                  transgendered students are not aware of services that available to assist them, and as a
                                                  Keystone, you should be able to refer them to the appropriate offices or groups as needed.




Proprietary & Confidential
                                                  SECTION 12.0
                                                         Emergency
                                                         Procedures
         The Keystone’s Guide to Residence Life




Proprietary & Confidential
                                                  These basic safety tips, if followed, can remove many of the hazards that can cause an injury to
                                                  employees, our residents or guests. The suggestions presented here are organized according to
                                                  the areas where they should be applied. All of these areas, where applicable, should be noticed
                                                  and corrected during rounds.




                                                                        Mark wet floors clearly. If possible, mop or vacuum the spills.

                                                                        Keep storage rooms and equipment rooms locked.

                                                                        Keep lobbies and halls free from stretched cords during peak periods.
                                                                           Always post warning signs when cords are on the floor.

                                                                        Keep storage out of the corridors.

                                                                        Mark glass doors and walls to prevent people from walking into them.

                                                                        Do not have closets located under enclosed stairways.
         The Keystone’s Guide to Residence Life




                                                                        Do not use metal ladders when doing electrical work.

                                                                        Do not use a damaged ladder.

                                                                        Use proper lifting techniques when moving heavy objects.

                                                                        Never work on energized electrical equipment.

                                                                        Use extension cords containing a ground wire.




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                                                   Always keep floors dry.

                                                   Wear protective equipment when handling chemicals.

                                                   Store and handle cleaning solutions and other chemicals according to the
                                                      manufacturer's instructions.

                                                   Never give chemicals to our residents or guests under any circumstances,
                                                      even though they may request such products.

                                                   Use proper lifting techniques when moving heavy objects.

                                                   Report worn or frayed electrical cords to maintenance for repair.

                                                   Keep laundry and trash chutes locked when not in use.

                                                   Carpets should be tight with no tacks exposed.

                                                   Bathtubs should contain anti-slip strips.

                                                   Faucet handles should not be pointed.
         The Keystone’s Guide to Residence Life




                                                   Damaged furniture should be removed from rooms.

                                                   Bookshelves, lamps, etc. should be fastened securely so they will not fall or
                                                      turn over.

                                                   Candles, incense, and other similar substances should never be used.




                                                   Keep extension cords from crossing heavily traveled areas.

                                                   Keep portable heaters five feet from all walls and combustibles and equip
                                                      them with automatic tilt cutoffs.

                                                   Close file cabinet drawers. Never open the two top drawers of a four or five
                                                      drawer file together.

                                                   Do not use multiple plug adapters unless they are equipped with surge
                                                      protectors or breaker switches.




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                                                  Dealing with an emergency situation can be a scary experience, but don‘t forget that you have
                                                  been trained to respond in ways that will be helpful to residents and to keep yourself protected.
                                                  No matter what type of emergency you are dealing with, follow these 10 tips to ensure you make
                                                  the right decisions.



                                                         Remain calm
                                                         Call 9-1-1 when appropriate
                                                         Never leave a sick or injured person unless absolutely necessary
                                                         Clear the scene of any onlookers and crowds
                                                         Never talk to the media
                                                         Never call the parent of a resident
                                                         Never transport a resident in your own vehicle
                                                         Never place yourself in harm‘s way
                                                         If you have any doubt, always call for help
                                                         Always notify your supervisor and complete an incident report for the emergency
         The Keystone’s Guide to Residence Life




Proprietary & Confidential
                                                  There are many types of health emergencies you may encounter as a Keystone. Some will be
                                                  minor, and others could be more serious. Some of the more common health emergencies you
                                                  may need to assist with are diabetic issues, heat stroke or exhaustion, shock due to an allergic
                                                  reaction, food poisoning, alcohol poisoning, drug overdose, and seizures.

                                                          Below are few tips to remember no matter what type of health emergency you may be
                                                          facing:

                                                                       !    Talk to the resident and try to identify how they are hurt or injured.
                                                                       !    Do not move an injured or unconscious person unless their life is
                                                                            otherwise threatened.
                                                                       !    Do not leave the resident alone unless absolutely necessary to seek
                                                                            additional help.
                                                                       !    Look for medical identification tags, or other clues around the resident
                                                                            that may suggest how they may be sick or injured.
                                                                       !    Where appropriate, administer CPR and first aid if you feel comfortable
                                                                            doing so.
                                                                       !    If there is serious bleeding, apply direct pressure to the wound until help
                                                                            arrives.
                                                                       !    Never transport a sick or injured person in your own vehicle. Always call
                                                                            9-1-1 or campus safety.
                                                                       !    Notify your supervisor immediately under serious circumstances.
                                                                       !    Always complete an incident report.
         The Keystone’s Guide to Residence Life




                                                                       !    If an individual is unconscious or unresponsive.
                                                                       !    If there is a life threatening injury or illness.
                                                                       !    If it is necessary to call 9-1-1, then it is necessary to call your supervisor
                                                                            immediately as well.




                                                                       !    Always offer and call 9-1-1 if the resident wants you to, even if the injury
                                                                            seems minor.

                                                                       !    If emergency attention is not required or requested, always offer to
                                                                            contact and help get transportation to the University clinic or other
                                                                            healthcare provider.




                                                                       !    Remember you are not required to administer any life saving
                                                                            techniques.

                                                                       !    Should you choose to assist a sick or injured resident, try to use rubber
                                                                            gloves or some other type of barrier between yourself and the other
                                                                            person‘s bodily fluids.
                                                                       !    When in doubt, call for help!




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                                                  What is meningitis?

                                                  Meningococcal meningitis is a rare, but potentially fatal,
                                                  bacterial infection that strikes 1,400 to 3,000 Americans
                                                  each year and is responsible for approximately 150 to
                                                  300 deaths. Adolescents and young adults account for
                                                  nearly 30 percent of all cases of meningitis in the United
                                                  States. In addition, approximately 100 to 125 cases of
                                                  meningococcal disease occur on college campuses each
                                                  year, and 5 to 15 students will die as a result.

                                                  Meningitis is an infection of the fluid in a person's spinal cord and the fluid that surrounds the
                                                  brain. People sometimes refer to it as spinal meningitis. Meningitis can be caused by a viral or
                                                  bacterial infection. Knowing whether meningitis is caused by a virus or bacterium is important
                                                  because the severity of illness and the treatment differ. Viral meningitis is generally less severe
                                                  and resolves without specific treatment, while bacterial meningitis can be quite severe and may
                                                  result in brain damage, hearing loss, or learning disability. For bacterial meningitis, it is also
                                                  important to know which type of bacteria is causing the meningitis because antibiotics can
                                                  prevent some types from spreading and infecting other people.
         The Keystone’s Guide to Residence Life




                                                  How does meningitis affect college students?

                                                  Due to lifestyle factors, such as crowded living situations, bar patronage, active or passive
                                                  smoking, irregular sleep patterns, and sharing personal items, college students are more likely to
                                                  acquire meningococcal disease than the general population.


                                                  The American College Health Association (ACHA) and Centers for Disease Control and Prevention
                                                  (CDC) recommend that all first-year students living in residence halls get immunized against
                                                  meningococcal disease. In addition, other college students under the age of 25 years who wish to
                                                  reduce their risk for the disease may choose to be vaccinated.


                                                  What are the signs and symptoms of meningitis?

                                                  High fever, headache, and stiff neck are common symptoms of meningitis in anyone over the age
                                                  of 2 years. These symptoms can develop over several hours, or they may take 1 to 2 days. Other
                                                  symptoms may include nausea, vomiting, discomfort looking into bright lights, confusion, and
                                                  sleepiness.




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                                                  How is meningitis diagnosed?

                                                  Early diagnosis and treatment are very important. If symptoms occur, the patient should see a
                                                  doctor immediately. The diagnosis is usually made by growing bacteria from a sample of spinal
                                                  fluid. The spinal fluid is obtained by performing a spinal tap, in which a needle is inserted into an
                                                  area in the lower back where fluid in the spinal canal is readily accessible. Identification of the
                                                  type of bacteria responsible is important for selection of correct antibiotics.

                                                  Can meningitis be treated?

                                                  Bacterial meningitis can be treated with a number of effective antibiotics. It is important, however,
                                                  that treatment be started early in the course of the disease. Appropriate antibiotic treatment of
                                                  most common types of bacterial meningitis should reduce the risk of dying from meningitis to
                                                  below 15%, although the risk is higher among the elderly.

                                                  If not treated early, meningitis can lead to death or permanent disabilities. One in five of those
                                                  who survive will suffer from long-term side effects, such as brain damage, hearing loss, seizures,
                                                  or limb amputation.

                                                  What happens if there is a meningitis outbreak at my school?

                                                  Should a meningitis outbreak occur at your school, pay close attention to regular updates
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                                                  provided by your school and local health department. There may be quarantine guidelines that
                                                  are put into effect that you will need to be aware of and assist your residents in adhering to.


                                                  Exposure that imparts risk for transmission involves close contact with an infected individual.
                                                  Close contact is defined as persons who shared a household with the student or had direct
                                                  contact with oral secretions (kissing, sharing a drink, sharing food from the same plate, sharing a
                                                  cigarette or being coughed on from very close proximity).


                                                  Previous vaccination for meningitis does not necessarily protect persons from acquiring this
                                                  illness (because the vaccine is not 100 percent effective in protecting against the various strains
                                                  of bacterial meningitis). Vaccination would not be the appropriate intervention for those persons
                                                  who have had close contact. However, those persons who have had close exposure within the
                                                  past seven days benefit from the use of preventative antibiotics, and should seek medical
                                                  treatment immediately.




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                                                  SARS
                                                  Severe acute respiratory syndrome (SARS) is a viral respiratory illness caused by a coronavirus,
                                                  called SARS-associated coronavirus (SARS-CoV). SARS was first reported in Southern China in
                                                  November 2002. Over the next few months, the illness spread to more than two dozen countries
                                                  in North America, South America, Europe, and Asia before the SARS global outbreak of 2003 was
                                                  contained.

                                                  What are the symptoms and signs of SARS?
                                                  The illness usually begins with a high fever (measured temperature greater than 100.4°F
                                                  [>38.0°C]). The fever is sometimes associated with chills or other symptoms, including headache,
                                                  general feeling of discomfort and body aches. Some people also experience mild respiratory
                                                  symptoms at the outset. Diarrhea is seen in approximately 10 percent to 20 percent of patients.
                                                  After 2 to 7 days, SARS patients may develop a dry, nonproductive cough that might be
                                                  accompanied by or progress to a condition in which the oxygen levels in the blood are low
                                                  (hypoxia). In 10 percent to 20 percent of cases, patients require mechanical ventilation. Most
                                                  patients develop pneumonia.

                                                  What is the cause of SARS?
                                                  SARS is caused by a previously unrecognized coronavirus, called SARS-associated coronavirus
                                                  (SARS-CoV). It is possible that other infectious agents might have a role in some cases of SARS.

                                                  How is SARS spread?
         The Keystone’s Guide to Residence Life




                                                  The primary way that SARS appears to spread is by close person-to-person contact. SARS-CoV is
                                                  thought to be transmitted most readily by respiratory droplets (droplet spread) produced when an
                                                  infected person coughs or sneezes. Droplet spread can happen when droplets from the cough or
                                                  sneeze of an infected person are propelled a short distance (generally up to 3 feet) through the air
                                                  and deposited on the mucous membranes of the mouth, nose, or eyes of persons who are nearby.
                                                  The virus also can spread when a person touches a surface or object contaminated with infectious
                                                  droplets and then touches his or her mouth, nose, or eye(s). In addition, it is possible that SARS-
                                                  CoV might be spread more broadly through the air (airborne spread) or by other ways that are not
                                                  now known.

                                                  What does "close contact" mean?
                                                  Close contact is defined as having cared for or lived with a person known to have SARS or having
                                                  a high likelihood of direct contact with respiratory secretions and/or body fluids of a patient
                                                  known to have SARS. Examples include kissing or embracing, sharing eating or drinking utensils,
                                                  close conversation (within 3 feet), physical examination, and any other direct physical contact
                                                  between people. Close contact does not include activities such as walking by a person or briefly
                                                  sitting across a waiting room or office.

                                                  If I were exposed to SARS-CoV, how long would it take for me to become sick?
                                                  The time between exposure to SARS-CoV and the onset of symptoms is called the "incubation
                                                  period." The incubation period for SARS is typically 2 to 7 days, although in some cases it may be
                                                  as long as 10 days. In a very small proportion of cases, incubation periods of up to 14 days have
                                                  been reported.




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                                                  How long is a person with SARS infectious to others?
                                                  Available information suggests that persons with
                                                  SARS are most likely to be contagious only when they
                                                  have symptoms, such as fever or cough. Patients are
                                                  most contagious during the second week of illness.
                                                  However, as a precaution against spreading the
                                                  disease, CDC recommends that persons with SARS
                                                  limit their interactions outside the home (for
                                                  example, by not going to work or to school) until 10
                                                  days after their fever has gone away and their
                                                  respiratory (breathing) symptoms have gotten better.

                                                  Is a person with SARS contagious before symptoms appear?
                                                  To date, no cases of SARS have been reported among persons who were exposed to a SARS
                                                  patient before the onset of the patient's symptoms.

                                                  What medical treatment is recommended for patients with SARS?
                                                  CDC recommends that patients with SARS receive the same treatment that would be used for a
                                                  patient with any serious community-acquired atypical pneumonia. SARS-CoV is being tested
                                                  against various antiviral drugs to see if an effective treatment can be found.

                                                  If there is another outbreak of SARS, how can I protect myself?
         The Keystone’s Guide to Residence Life




                                                  If transmission of SARS-CoV recurs, there are some common-sense precautions that you can take
                                                  that apply to many infectious diseases. The most important is frequent hand washing with soap
                                                  and water or use of an alcohol-based hand rub. You should also avoid touching your eyes, nose,
                                                  and mouth with unclean hands and encourage people around you to cover their nose and mouth
                                                  with a tissue when coughing or sneezing.




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                                                  During your training, professionals will come in to certify each Keystone and staff member in First
                                                  Aid and CPR. This section merely outlines some of the important things to remember when giving
                                                  first aid. For further reference, see the First Aid and Safety Manual given to you by the Red Cross
                                                  Professional.

                                                          Each property must have first aid kits available in the front desk area, the food service
                                                          area where applicable, and the housekeeping area. The kit contains an adequate supply
                                                          of the following materials:

                                                                      Bandage Scissors
                                                                      Cotton-tipped Applicators
                                                                      Assorted Safety Pins
                                                                      Tweezers
                                                                      Individually-wrapped Adhesive Dressing
                                                                      Sterile Gauze Pads, 2" and 4" Dressing
                                                                      Sterile Gauze Bandage Rolls, 1", 2", and 4" Wide
                                                                      Adhesive Tape Rolls, 1" Wide
                                                                      4" Bandage Compresses
                                                                      Triangular Bandages
                                                                      Absorbent Cotton

                                                          In addition to the above, have your professional trainer recommend a skin antiseptic and
                                                          eye irrigation solution for use in the kit.
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                                                          Many times improper first aid treatment can do more harm than no first aid at all.



                                                          1. Moving an injured person too fast, or into a position that will make the injury worse.
                                                              An injured person should never be moved without adequate help, and then only after
                                                              all suspected fractures have been splinted.
                                                          2. Entering an enclosed space to give first aid to an unconscious person without first
                                                              equipping oneself with self-contained or air-supplied breathing apparatus.
                                                          3. Touching a person injured by electric shock without first disconnecting the current.
                                                          4. Applying ointments, greases, flour, or baking soda to extensive burns. These
                                                              substances increase the chance of infection.
                                                          5. Neglecting to wash eyes or skin immediately with running water for 15 minutes after
                                                              contact with an irritating chemical.
                                                          6. Giving liquids or alcoholic beverages to a semi-conscious or unconscious person.
                                                          7. Failing to follow up first aid with other medical attention when the situation calls for
                                                              it. For example, when there is a puncture wound, eye injury, or possible fracture.
                                                          8. Causing infections through the use of unsanitary first aid equipment or materials.
                                                          9. Applying ointments, spray antiseptics, or other remedies to wound or skin rashes.
                                                              These substances may irritate the skin or cause allergic reactions. Mild soap and
                                                              water is the best and safest cleanser for first aid.
                                                          10. Overheating a person in shock by covering them with too many blankets.




Proprietary & Confidential
                                                  If a student appears dead or near death:

                                                          If you are the first on the scene:

                                                                   Do not leave the scene. If you do not have a phone with you, yell for help.

                                                                   Call 9-1-1.

                                                                   Perform CPR if you are certified and feel comfortable doing so.

                                                                   Do not touch anything surrounding the student, as it may be crucial evidence.

                                                                   Have someone call your supervisor.

                                                                   Have other Keystones, or if necessary residents, in the area assist.

                                                      If you are assisting the first person on the scene:

                                                                   Monitor the entrance to the scene, and do not let anyone through except a CA
                                                                   employee or emergency response personnel.

                                                                   Be on the lookout for emergency response vehicles to assist them in finding the
                                                                   location as easily and quickly as possible.

                                                                   Do not let crowds of onlookers form.
         The Keystone’s Guide to Residence Life




                                                                   Be sure your supervisor is called as quickly as possible.

                                                                   Retrieve an emergency contact information or medical information from the
                                                                   resident‘s file to give to your supervisor or emergency responders as necessary.

                                                                   Assist any emergency responders as requested.

                                                                   Once the scene is cleared, begin assisting other residents with their concerns.

                                                      Remember:

                                                                   Do not speak to the media.

                                                                   Do not contact the resident‘s family members.

                                                                   Do not touch anything surrounding the resident or their immediate area.

                                                                   In any situation where there is an excessive amount of blood, the scene may be
                                                                   considered a biohazard. Therefore, the community may need to contact a
                                                                   professional cleaning unit to clean the scene.




Proprietary & Confidential
                                                  The importance of thoroughly educating all employees in the actions to be taken in case of fire
                                                  cannot be over-emphasized. Persons who can react to a fire in a quick, quiet, efficient manner can
                                                  often avert panic and prevent needless injury or destruction.

                                                          If you are unsure if there is an
                                                          actual fire:

                                                          If you see or smell smoke or fire,
                                                          pull the fire alarm to evacuate the
                                                          area.

                                                          If a fire alarm sounds, all residents                 If you are caught near an actual
                                                          must vacate their room and meet in                    fire:
                                                          the designated location. Instruct
                                                          residents to move away from the                       Never use an elevator. Always use
                                                          building and wait at the designated                   the stairs as you exit the building.
                                                          area.
                                                                                                                Cover your mouth and nose with a
                                                          Never assume that a fire alarm is a                   t shirt or other cloth material.
                                                          drill or false alarm.
                                                                                                                Always check doors for heat before
                                                          Once a fire alarm has sounded, your                   opening them. Be cautious and use
                                                          supervisor will respond to check the                  a wet cloth to protect your hand if
                                                          fire panel. NEVER SILENCE THE                         possible.
                                                          ALARM!
         The Keystone’s Guide to Residence Life




                                                                                                                Check for smoke coming from
                                                          Do not return to the building unless                  underneath the door, as this may be
                                                          approved to do so by your                             a sign that the fire is nearby.
                                                          supervisor or emergency personnel.
                                                                                                                If you feel it is safe enough to
                                                          After the fire, an incident report                    attempt opening a door, do so
                                                          must be completed, usually by your                    slowly, and stay low to the ground.
                                                          supervisor. Be sure to relay any
                                                          relevant information or facts about                   If you feel that it is not safe to open
                                                          the fire that you may have to him or                  a door, place wet towels under the
                                                          her.                                                  door to prevent smoke from
                                                                                                                entering your room.

                                                                                                                Stay low to the ground to prevent as
                                                                                                                much smoke inhalation as possible.

                                                                                                                Open a window and yell for help. It
                                                                                                                is always helpful to waive a piece of
                                                                                                                clothing outside the window as well.


                                                          Fire alarm malfunction:

                                                          Once a fire alarm has sounded, and the incident is all clear, the fire alarm should be
                                                          reset. If it cannot be reset, your supervisor should contact your maintenance services per
                                                          the emergency procedures.

                                                          Until the fire system has been appropriately restored, a Keystone will be assigned to
                                                          maintain physical watch over the area to be on the lookout for smoke or fire.




Proprietary & Confidential
                                                  A fire extinguisher should be used to fight a fire when:

                                                          The fire is small (confined to its origin as in a mattress, waste basket, cushion, or small
                                                          appliance).

                                                          The person using the extinguisher can fight the fire with his/her back to a safe exit.

                                                          The extinguisher is in working order and the individual knows how to use it.


                                                  The fire extinguisher should not be used to fight a fire when:

                                                          The fire is spreading rapidly beyond the point of origin.

                                                          The fire could block the user's exit.

                                                          The user is not sure how to operate the extinguisher.
         The Keystone’s Guide to Residence Life




                                                                                 How to use a fire extinguisher:



                                                                        P A S S
                                                     Pull the Pin at the top of the extinguisher. The pin releases a locking
                                                     mechanism and will allow you to discharge the extinguisher.

                                                     Aim at the base of the fire, not the flames. This is important – in order to put
                                                     out the fire, you must extinguish the fuel.

                                                     Squeeze the lever slowly. This will release the extinguishing agent in the
                                                     extinguisher. If the handle is released, the discharge will stop.

                                                     Sweep from side to side. Using the sweeping motion, move the fire extinguisher
                                                     back and forth until the fire is completely out. Operate the extinguisher from a
                                                     safe distance, several feet away, and then move towards the fire once it starts
                                                     to diminish. Be sure to read the instructions on your fire extinguisher – different
                                                     fire extinguishers recommend operating them from different distances.
                                                     Remember: Aim at the base of the fire not at the flames!!!




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                                                  Written Bomb Threats

                                                  In the event that your property receives a written bomb threat, the message and envelope should
                                                  be handled carefully at the corners to preserve fingerprints and other valuable evidence. Protect
                                                  the document and envelope, and give it to your supervisor. The police should be called
                                                  immediately.

                                                  If a messenger delivered the letter, detain the person for police questioning if at all possible. If
                                                  the messenger leaves the area, the employee accepting the note should immediately write down a
                                                  list of the circumstances that occurred in receiving the message such as the time it was received,
                                                  any known witnesses, and a detailed description of the messenger.

                                                  Bomb Threats via the Telephone

                                                  Bomb threats are most often received over the telephone on the main number that is publicly
                                                  listed. The call is usually brief so there is no chance to trace the number, or from an
                                                  unidentifiable number in the case of caller ID. It is imperative that all information be recorded
                                                  accurately in order to provide the police with documented information.

                                                  When a bomb threat is received by phone, the operator should remain calm and respond in the
                                                  following manner:

                                                      Note the exact time the call was received.

                                                      Try to have another employee monitor the call to duplicate any information -obtained through
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                                                      the call.

                                                      Listen to every word spoken and pay attention to background noises.

                                                      Ask the caller to repeat the message to keep them on the line as long as possible.

                                                  If the caller is willing, engage them in conversation to determine the following:

                                                         The expected explosion time
                                                         The location of the bomb
                                                         The type of explosives being used
                                                         How the bomb can be recognized
                                                         What would set it off
                                                         The caller‘s motive for setting the bomb
                                                         What would influence them to change their tactics
                                                         Tell the caller the large number of students living at your property, and describe the many
                                                          innocent people who may be injured or killed

                                                  When the caller hangs up, be sure your supervisor has all the details of the call so they can inform
                                                  the police. The incident should not be discussed with unauthorized personnel in order to avoid
                                                  rumors or unnecessary panic.




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                                                  Tornados often occur with little or no warning. Some cities have an emergency siren system that
                                                  will sound if tornados are sighted in the area. But in other areas, there are simply warnings
                                                  issued through the television and news stations.

                                                  If a tornado warning is issued, follow the guidelines below:

                                                          Move all of your residents to the lowest floor in the building, moving towards the center of
                                                          the building away from doors and windows.

                                                          Close all doors as you make your way to the safest location, including resident doors.

                                                          If a tornado appears imminent, instruct residents to kneel facing the wall, tuck their head
                                                          between their knees, and lock their arms over their head.

                                                          Do not release any residents until told to do so by your supervisor or campus safety
                                                          officer.

                                                          Keep the residents inside, even if the imminent danger has passed, until the severe
                                                          weather has subsided.

                                                          Complete an incident report.

                                                  If there appears to be damage:

                                                          Be prepared to help your supervisor assess damages on the interior and exterior.
         The Keystone’s Guide to Residence Life




                                                          Use extreme caution when walking outside, avoiding down power lines and sharp debris.

                                                          Help direct residents to the appropriate waiting location to keep them out of harm‘s way.

                                                          Assist in making arrangements for temporary housing, meals, counseling for students, or
                                                          any other needs as determined by your supervisor.




Proprietary & Confidential
                                                  The possibility of a hurricane directly impacting your community will thankfully be known in
                                                  advance, and there will be time to assess the situation through hurricane watches and warnings.
                                                  Always follow the instructions of your supervisor as preparations are made. You will be required to
                                                  remain in your building unless an evacuation is deemed necessary. There will be regular
                                                  communication with your residents on the progress of the storm, and appropriate steps they need
                                                  to take.

                                                  Before

                                                  Always have your hurricane supplies on hand at the beginning of the hurricane season. When a
                                                  storm is approaching, supplies are often hard to acquire in the local stores. Necessary supplies
                                                  include but are not limited to a 7 day supply of the following:

                                                       Bottled water and non-perishable                      Cash
                                                           foods                                              Important documents in a
                                                          Non-electric can opener                               waterproof container
                                                          Paper/plastic ware and utensils                    Telephones: Fully charged cell
                                                          Flashlights and fresh batteries                     phones, back up batteries, and land
                                                          Battery operated NOAA radio                         line phones that are not cordless
                                                          Blankets and Pillows                               Keys
                                                          Clothing and raingear, sturdy shoes                A generator and gas stored correctly
                                                          First Aid Kit                                       (as appropriate for the office)
                                                          Prescription Medications                           Board games
                                                          Full Tank of gas in your vehicle
         The Keystone’s Guide to Residence Life




                                                      In preparation before the hurricane directly affects your area:

                                                      Encourage residents to travel to a location far from the threat of the
                                                      hurricane early enough to avoid traveling in hazardous conditions.
                                                      Resident should sign out with their Keystone before leaving, and
                                                      give an appropriate contact number to reach them at.

                                                      All furniture should be pulled away from windows.

                                                      All items should be removed from the floor, including electronics,
                                                      clothing, rugs, or any other loose articles.

                                                      All loose objects should be stored away in drawers or closets.

                                                      All bathtubs and waste cans should be cleaned and filled with water. There is a possibility the
                                                      water supply may be cut off, and the stored water will be needed for flushing toilets and
                                                      washing.

                                                      Refrigerators should be set to their coldest setting to preserve food as long as possible.

                                                      Candles, lanterns, or other flame-producing devices MAY NOT be used in a power outage as it
                                                      creates a fire hazard. Each resident should have their own flashlight and batteries.

                                                      Do not cook with grills inside, as it is both a fire hazard and a health hazard from the fumes.
                                                      All residents should be aware of the closest shelter and how to get there should an
                                                      evacuation be necessary.




Proprietary & Confidential
                                                  During

                                                  Always stay indoors during the storm unless instructed otherwise by emergency professionals.

                                                  Everyone should seek shelter in an interior space such as a hallway or bathroom, or other
                                                  locations away from windows and doors.

                                                  Never attempt to open doors or windows to see what is happening outside during the storm.

                                                  Report any injuries, excessive water, or broken windows to your supervisor as soon as possible.

                                                  Do not use any candles, lanterns, or other flame producing devices as a light source if the power
                                                  goes out.

                                                  Only use the telephone to report an emergency. Otherwise, stay off the phone to conserve the
                                                  battery.

                                                  After

                                                  After the hurricane passes, the Community Manager and Facilities Supervisor will assess the
                                                  condition of the community to develop a plan of action to make necessary repairs.

                                                  You can assist them by making a detailed list of damages on the interior of your floor, hall, or
                                                  building.
         The Keystone’s Guide to Residence Life




                                                  When assessing the situation on the exterior, be sure to cautiously watch where you are walking
                                                  to avoid live power lines that may be down, sharp pieces of metal or glass that is around, loose
                                                  tree limbs that may fall, or other hazards around you.

                                                  Take roll of your floor, hall, or building to be sure that everyone has returned safely.



                                                              HURRICANE WATCH                                    HURRICANE WARNING

                                                          DEFINITION: A HURRICANE WATCH                        DEFINITION: A HURRICANE
                                                           MEANS HURRICANE CONDITIONS                      WARNING MEANS HURRICANE-FORCE
                                                          (SUSTAINED WINDS OF AT LEAST 74                  CONDITIONS (SUSTAINED WINDS OF
                                                           MPH) ARE POSSIBLE IN THE AREA                   AT LEAST 74 MPH) ARE EXPECTED IN
                                                                 WITHIN 36 HOURS.                           YOUR AREA IN 24 HOURS OR LESS.




                                                             CATEGORY                      SUSTAINED WINDS                       STORM SURGES
                                                                One                          74 to 95 mph                           4 to 5 ft
                                                                Two                         96 to 110 mph                           6 to 8 ft
                                                               Three                        111 to 130 mph                          9 to 12 ft
                                                                Four                        131 to 155 mph                         13 to 18 ft
                                                                Five                          > 155 mph                              > 18 ft




Proprietary & Confidential
                                                  Earthquakes unfortunately occur with no warning. If you are caught in an earthquake, take the
                                                  following precautions to help minimize your chances for injury.

                                                      During an earthquake

                                                          If you are inside a building when an earthquake strikes, stay inside.

                                                          Sit or stand against and inside wall or doorway, or take cover under a table.

                                                          Stay away from windows and mirrors to avoid being cut by glass.

                                                      After an earthquake

                                                          Once the earthquake passes, leave the building and remain outside.

                                                          Move into an open space away from the building and power lines.

                                                          Follow the instructions of your supervisor and emergency response personnel.

                                                          Remain available to assist residents as needed.

                                                          Check for injuries, and seek first aid if necessary.

                                                          Never use any type of open flame, as there may be gas leaks in the area.
         The Keystone’s Guide to Residence Life




                                                          Do not operate any electrical switches.

                                                          Be aware of any safety hazards such as fire, gas leaks, down power lines, etc.

                                                          Be prepared that aftershocks may occur.

                                                      Evacuation

                                                          If ordered to evacuate, use the stairs, not the elevator.

                                                          Be aware of falling debris or power lines as you exit.

                                                          Move into an open space away from the building and power lines.

                                                          Wait for further instructions from your supervisor or emergency response personnel.




Proprietary & Confidential
                                                  The following is a list of items that constitutes a maintenance emergency, and requires that
                                                  someone from the facilities team respond as soon as possible, 24 hours a day:




                                                                            !   Fire
                                                                            !   Floods

                                                                            !   Roof Leak
                                                                            !   Gas Leak
                                                                            !   Lack of heat when the outside temperature is below 60
                                                                            !   Lack of air conditioning when the outside temperature is above 80
                                                                            !   Broken Windows
                                                                            !   Broken Door Locks
                                                                            !   Clogged toilet when there is not another one available for use in the
                                                                                unit
                                                                            !   Any defect that is found on the exterior of the property that may
         The Keystone’s Guide to Residence Life




                                                                                cause physical injury to someone, like broken stairs for example




                                                  As the responding Keystone, it is important that you assess the situation first hand prior to
                                                  contacting emergency maintenance. Often, residents do not accurately describe the concern they
                                                  are dealing with, and it is in fact not a true emergency, but rather a work order that needs to be
                                                  completed as soon as possible on the next business day. Also, you may be able to assist the
                                                  resident directly. For example, if there is a clogged toilet that the resident feels is an emergency,
                                                  you can take a plunger to their apartment to help fix the issue right away.




Proprietary & Confidential
                                                  It is the hope of Campus Apartments that you are never injured on the job. Unfortunately, despite
                                                  all of our best safety practices, accidents can occur. If you are injured while on duty, follow the
                                                  protocol below dependent upon the severity:

                                                          If it is a minor injury:

                                                               1. Contact your supervisor as soon as possible.
                                                               2. Seek treatment at the Student Health Center, or
                                                                  another nearby non-emergency medical facility.
                                                               3. File an incident report immediately.

                                                          If it is a non-life-threatening major injury:

                                                               1. Seek treatment at the Student Health Center, or
                                                                  another nearby medical facility.
                                                               2. If necessary, call 9-1-1 for transportation to a
                                                                  medical facility.
                                                               3. Contact your supervisor as soon as possible.
                                                               4. Follow up with your supervisor to provide all
                                                                  important details so they may file an incident
                                                                  report on your behalf.

                                                          If it is a life-threatening injury:

                                                               1. Call 9-1-1 right away for treatment and transportation to the closest medical
         The Keystone’s Guide to Residence Life




                                                                  facility.
                                                               2. Call your supervisor as soon as possible.

                                                  Follow up with your supervisor to provide all important details so they may file an incident report
                                                  on your behalf.




Proprietary & Confidential
                                                  SECTION 13.0
                                                          Appendix
         The Keystone’s Guide to Residence Life




Proprietary & Confidential
                                                    Attendee Program Evaluation
       Thank you for attending our event today. We want to know how we are doing, and where we need to
       improve! Please take this brief survey by using the rating scale below and writing the score for each
                                                    statement.




                             Strongly Disagree                      Neutral                 Strongly Agree
                                   1        2       3     4     5         6   7   8     9      10


Please feel free to provide us with any additional comments regarding the event you attended today.

__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________

For Office Use Only

Program Name:                          ________________________________________________________

Program Date and Time:                          __________________________________________________

Keystones Holding Event:                        __________________________________________________




Proprietary & Confidential
                                           Keystone Building/Floor Inspection


Keystone Name:               __________________________               Date of Inspection: ___________________

Building/Floors:             __________________________               Time of Inspection: ___________________

Parking Lots                                                                    Comments
Concrete curbs and paving in good repair
Clean and free of debris
Properly/Clearly striped and marked fire lanes
No broken down/abandoned cars or illegal boats/trailers
Proper Lighting
ADA ramps in good repair

Stairs/Sidewalks/Steps                                                          Comments
In good condition with no trip hazards
Handrails properly fastened
Clean and free of debris
Proper Lighting

Trash Dumpster Areas                                                            Comments
Clean and free of debris
Dumpster enclosures maintained/secured
Compactors in good working condition – no key

Landscaping                                                                     Comments
Grounds clean and free of debris
Flower beds weeded, mulched, and edged
Splash blocks straight/properly arranged
Shrubs trimmed and trees healthy
Sprinklers in good working condition

Breezeways                                                                      Comments
In good condition with no trip hazards
Clean and free of debris/stains/cobwebs/bikes
All lights working and clean
Exit lights working and in good repair

Exteriors                                                                       Comments
Window/screens acceptable, no foil, signs, etc.
Siding/shutters/gutters/brick in good repair
Satellites and patios follow company policy
Roofs in good repair, no leaks
Lights working and fixtures in good repair
Balconies have patio furniture only

Additional Comments:
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________




Proprietary & Confidential
                                         Emergency Contact Numbers



         Campus Apartments Staff                  Name               Telephone Number
Community Manager – Cell
Community Manager – Home
Facilities Manager – Cell
Facilities Manager - Home
Emergency On Call
Regional Manager – Cell
Regional Manager - Home

                    Local Authorities             Name               Telephone Number
Campus Police Non-Emergency
Fire Department Non-Emergency
Nearest Hospital
Poison Control
Red Cross
Salvation Army

                             Utilities           Provider            Telephone Number
Telephone
Electricity
Cable TV
Internet
Water
Sewer
Gas

       Contractors/Vendors                       Provider            Telephone Number
Water Extraction
HVAC
Plumbing
Electrical
Security Service
Elevator Repair
Alarm Monitoring
Transportation Company
Computer Service/Tech
Key Control System




Proprietary & Confidential
                                            Important Information for Residents

                                 My Information                                Payment Information

       Name: _____________________________                         My t-code is: __________________

       Unit Assignment: ____________________                       Email on File:________________________

       Mailing Address: ____________________                       My rent is: $___________
                        ____________________
                        ____________________                       My rent is due on: _______________




                       My Community’s Information                              If you need anything

       Address: ____________________                               My Keystone’s Name Is: __________________
                ____________________
                ____________________                               My Keystone’s Number: __________________

       Office Phone: __________________________                    Courtesy Patrol Number: __________________

       Towing Company: _______________________                     They are available: ______________________




                    MAINTENANCE EMERGENCIES!                                     POLICE & FIRE!

       Emergency Maintenance Telephone Number:                     Police or Fire Emergency: Dial 911

                             ______________________                Police Non-Emergency: ___________________

       They are available: _______________________                 Fire Non-Emergency: _____________________

                                                                   Emergency Shelter Info: __________________




                                                                           UNIVERSITY RESOURCES

                                                                 Telephone: ___________________________

                                                                 Weather Hotline:_________________________

                                                                 On the web: _____________________________




Proprietary & Confidential
                                                    CAMPUS APARTMENTS, INC.
                                                    PROPERTY INCIDENT REPORT

               Property Name:
               Property Location:
               Person Completing Form:
               Today’s Date:
               Date of Incident:
               Time of Incident:

               Important Note: If this incident involves injury to a resident, employee or other person, or involves property
               damage or loss make certain to complete an Insurance Claim and File with the Insurance Company using the
               approved forms in addition to completing this internal incident form. You should only file with the Insurance
               Company after speaking with your Regional first. Please E-mail or FAX this form to your Regional and other
               required internal staff immediately.

                Incident Information:
               Incident Location:
               Description of Incident:

               (Include all pertinent
               information such as names,
               contact information, what
               happened, description of
               property involved if applicable,
               an estimate of damage, how you
               were made aware of the
               incident, if there were any
               injuries and if so describe the
               injuries, and what action taken
               by company personnel if any)

               Please Be As Concise As
               Possible




               Were the Authorities Contacted? (Yes or No):
               Was a Police Report Filed? (Include Report # if Possible):
               Weather at time of incident (Sunny, Cloudy, Rainy, Snowing, Etc.):

                Witness Information:
               Were there any witnesses to the incident? (Yes or No):
               If Yes, Please Give the Name, Address and Phone Number for Each Witness:




               Other Information:
               Who Reported Incident? (Include Name and Phone):         Date Reported:




Proprietary & Confidential
                              Keystone Emergency Contact Form



                                                                                    General Resident Info
                      Name
          Current Address
      Permanent Address
       Cell Phone Number
       Alt. Phone Number
             Email Address
  Known allergies/illnesses


                                                                                   Emergency Contact #1
                      Name
               Relationship
                    Address
        Cell Phone Number
   Work Telephone Number
  Home Telephone Number
              Email Address


                                                                                   Emergency Contact #2
                      Name
               Relationship
                    Address
        Cell Phone Number
   Work Telephone Number
  Home Telephone Number
              Email address



I Authorize Campus Apartments Inc. to contact the person(s) listed above and release any information on my
personal welfare in event of an emergency.




     ____________________________________                  ______________________________________




Proprietary & Confidential
                                   Keystone Semester Evaluation- Supervisor

Keystone:________________________________ Date of Evaluation:_____________________________

The Rating Scale
                                  •Outstanding, exceeding job expectations to a large degree.
                              5

                                  •Excellent, going beyond the basic expectations
                              4

                                  •Satisfactory, meeting basic job expectations.
                              3

                                  •Unsatisfactory, failing to meet basic job expectations - some improvement needed.
                              2

                                  •Unacceptable, failing to meet basic job expectations - significant improvement needed.
                              1



Administrative Responsibilities

                1. Keystone is on time for all scheduled shifts and staff meetings.                                    1    2   3   4   5
                2. Keystone completes assigned tasks during office hours timely.                                       1    2   3   4   5
                3. Keystone completes assigned tasks during office hours correctly.                                    1    2   3   4   5
                4. Keystone completes required reports accurately and timely.                                          1    2   3   4   5
                5. Keystone understands and can explain leasing procedures.                                            1    2   3   4   5
                6. Keystone understands and can explain community policies and procedures.                             1    2   3   4   5



 Feedback regarding administrative responsibilities:
 ________________________________________________________________________________________________________
 ________________________________________________________________________________________________________
 ________________________________________________________________________________________________________
 ________________________________________________________________________________________________________
 ________________________________________________________________________________________________________


Staff Relationships and Development

                1. Keystone maintains a positive working relationship with other Keystones.                            1    2   3   4   5
                2. Keystone maintains a positive working relationship with office staff.                               1    2   3   4   5
                3. Keystone maintains a positive working relationship with facilities staff.                           1    2   3   4   5
                4. Keystone maintains a positive working relationship with community manager.                          1    2   3   4   5
                5. Keystone participates in staff meetings, and provides constructive comments.                        1    2   3   4   5
                6. Keystone keeps community manager informed about concerns in community.                              1    2   3   4   5


 Feedback regarding staff relationships and development:
 ________________________________________________________________________________________________________
 ________________________________________________________________________________________________________
 ________________________________________________________________________________________________________
 ________________________________________________________________________________________________________
 ________________________________________________________________________________________________________




Proprietary & Confidential
Student Development and Programming

1. Keystone knows the names of all residents in their assigned area.               1   2   3   4   5
2. Keystone is perceived by residents as knowledgeable, fair, and approachable.    1   2   3   4   5
3. Keystone meets availability needs of residents and supervisor.                  1   2   3   4   5
4. Keystone educates residents through role modeling and interaction.              1   2   3   4   5
5. Keystone holds regular meetings for their residents.                            1   2   3   4   5
6. Keystone promotes a community balance of academic and social activity.          1   2   3   4   5
7. Keystone promotes participation in community and University activities.         1   2   3   4   5
8. Keystone provides quality programs that engage residents.                       1   2   3   4   5
9. Keystone provides a variety of programs to appeal to different residents.       1   2   3   4   5
10.Keystone is aware of program needs and desires for their residents.             1   2   3   4   5

Feedback regarding student development and programming:
________________________________________________________________________________________________________
________________________________________________________________________________________________________
________________________________________________________________________________________________________
________________________________________________________________________________________________________
________________________________________________________________________________________________________


Student Discipline and Counseling
1. Keystone is aware of Campus Apartments policies.                                1   2   3   4   5
2. Keystone is able to clearly explain CA policies to residents.                   1   2   3   4   5
3. Keystone communicates expectations of CA policies to residents.                 1   2   3   4   5
4. Keystone consistently enforces all CA policies amongst all residents.           1   2   3   4   5
5. Keystone communicates CA policy infractions to the community manager.           1   2   3   4   5
6. Keystone properly documents resident behavior concerns in a timely fashion.     1   2   3   4   5


Feedback regarding student discipline and counseling:
________________________________________________________________________________________________________
________________________________________________________________________________________________________
________________________________________________________________________________________________________
________________________________________________________________________________________________________
________________________________________________________________________________________________________

Attitude, Commitment, and Personal Growth
1. Keystone displays a positive attitude regarding their position to residents.            1   2   3   4   5
2. Keystone displays a positive attitude regarding their position to colleagues.           1   2   3   4   5
3. Keystone displays a positive attitude about the residence life program.                 1   2   3   4   5
4. Keystone displays a positive attitude about Campus Apartments.                          1   2   3   4   5
5. Keystone accepts feedback openly, and strives for improvements.                         1   2   3   4   5
6. Keystone is aware of personal limitations affecting their performance.                  1   2   3   4   5
7. Keystone is open to new ideas and approaches.                                           1   2   3   4   5
8. Keystone is adaptable to change.                                                        1   2   3   4   5
9. Keystone sets a positive example to residents and colleagues.                           1   2   3   4   5
10. Keystone is willing to seek assistance when necessary.                                 1   2   3   4   5




Proprietary & Confidential
Attitude, Commitment, and Personal Growth, cont.

11.) Keystone is able to balance their position demands with academic studies.                   1   2   3   4   5
12.) Keystone demonstrates initiative.                                                           1   2   3   4   5
13.) Keystone is able to work well in a group setting.                                           1   2   3   4   5
14.) Keystone is able to work well in an individual setting.                                     1   2   3   4   5


 Feedback regarding attitude, commitment, and personal growth:
 ________________________________________________________________________________________________________
 ________________________________________________________________________________________________________
 ________________________________________________________________________________________________________
 ________________________________________________________________________________________________________
 ________________________________________________________________________________________________________

                             -------------------------------------------------------------------------


  Feedback regarding the Keystone’s strengths:
  ________________________________________________________________________________________________________
  ________________________________________________________________________________________________________
  ________________________________________________________________________________________________________
  ________________________________________________________________________________________________________
  ________________________________________________________________________________________________________
  ________________________________________________________________________________________________________
  ________________________________________________________________________________________________________



  Feedback regarding the Keystone’s areas for improvement:
  ________________________________________________________________________________________________________
  ________________________________________________________________________________________________________
  ________________________________________________________________________________________________________
  ________________________________________________________________________________________________________
  ________________________________________________________________________________________________________
  ________________________________________________________________________________________________________
  ________________________________________________________________________________________________________


___________________________________                                         ___________________________________
Keystone Signature           Date                                            Community Manager Signature  Date



Next Scheduled Evaluation:_________________________________




Proprietary & Confidential
                                                     Keystone Shift Change Request
  All shift change requests must be submitted in writing to the Community Manager no later than 48 hours
       before the scheduled shift. All changes must be approved by the Community Manager. It is your
                                 responsibility to find coverage for your shift.


Your Name: __________________________________________________

Date & Time of Assigned Shift: __________________________________

Reason for Changing Shift: _________________________________________________

Keystone Covering Shift: ___________________________________________________



_______________________________________                                                       ______________________________________
Signature of Keystone Making Request                                                          Signature of Keystone Covering Shift


_______________________________________
Approval by Community Manager

-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------


                                                     Keystone Shift Change Request
  All shift change requests must be submitted in writing to the Community Manager no later than 48 hours
       before the scheduled shift. All changes must be approved by the Community Manager. It is your
                                 responsibility to find coverage for your shift.


Your Name: __________________________________________________

Date & Time of Assigned Shift: __________________________________

Reason for Changing Shift: _________________________________________________

Keystone Covering Shift: ___________________________________________________



_______________________________________                                                       ______________________________________
Signature of Keystone Making Request                                                          Signature of Keystone Covering Shift


_______________________________________
Approval by Community Manager



Proprietary & Confidential
        Keystone Resident Program Evaluation – Property: ____________________

Who organized and helped with your event?

___________________________________________________________________________________________________________

___________________________________________________________________________________________________________

___________________________________________________________________________________________________________


What did you call it? _____________________________________ What date was it held? ________________________________

Program Category: ________________________________ Actual Start Time: _____________ Actual End Time: _____________

Total in attendance? __________________

Where you good with your money?

Budget $____________ - Actual $____________ = __________________ (If over budget explain why in summary)

Tell me about the program:

___________________________________________________________________________________________________________

___________________________________________________________________________________________________________

___________________________________________________________________________________________________________

___________________________________________________________________________________________________________

___________________________________________________________________________________________________________

___________________________________________________________________________________________________________

Summary of Advertising: Remember to attach copies of all flyers, photos and any other related media

___________________________________________________________________________________________________________

___________________________________________________________________________________________________________

___________________________________________________________________________________________________________


If you were to hold this event again, what would you do differently next time?

___________________________________________________________________________________________________________

___________________________________________________________________________________________________________

___________________________________________________________________________________________________________

___________________________________________________________________________________________________________

On a scale of 1 to 10, how would you rate the overall success of this program? _________________

Person submitting evaluation: __________________________________                        Date: ___________________________




Proprietary & Confidential
                                   Keystone Resident Program Proposal
Who is organizing and hosting the event?
___________________________________________________________________________________________________________

___________________________________________________________________________________________________________

___________________________________________________________________________________________________________

What are you calling the event?
___________________________________________________________________________________________________________

___________________________________________________________________________________________________________

DETAILS – DETAILS!

Event Category: ___________________        Proposed Date: _______________          Start Time: ________ End Time: ________

Where is the event being hosted? _____________________________           Budgeted amount for event? _______________________

Expected # of guests? _________ Guest Speaker/Presenter?  Yes  No (If yes, enter details including contact info in summary below)

SUPPLIES

        1. ___________________________________                2.   ___________________________________

        3. ___________________________________                4.   ___________________________________

        5. ___________________________________                6.   ___________________________________


TELL ME ALL ABOUT IT! Summary of proposed event:

____________________________________________________________________________________________________________

____________________________________________________________________________________________________________

____________________________________________________________________________________________________________

____________________________________________________________________________________________________________

NOW TELL THEM ALL ABOUT IT!

Advertising Type                                                      Start Date                          End Date

____________________________________________                          ___________________                 ___________________

____________________________________________                          ___________________                 ___________________

____________________________________________                          ___________________                 ___________________

____________________________________________                          ___________________                 ___________________

____________________________________________                          ___________________                 ___________________

DON’T FORGET TO GET THE GREEN LIGHT!

Community Manager Signature ________________________________________________________ Date: ___________________
Property Name: ________________________________________________________________




Proprietary & Confidential
                              Resident Emergency Contact Form



                                                                                    General Resident Info
                      Name
          Current Address
      Permanent Address
       Cell Phone Number
       Alt. Phone Number
             Email Address
  Known allergies/illnesses


                                                                                   Emergency Contact #1
                      Name
               Relationship
                    Address
        Cell Phone Number
   Work Telephone Number
  Home Telephone Number
              Email Address


                                                                                   Emergency Contact #2
                      Name
               Relationship
                    Address
        Cell Phone Number
   Work Telephone Number
  Home Telephone Number
              Email address



I Authorize Campus Apartments Inc. to contact the person(s) listed above and release any information on my
personal welfare in event of an emergency.




____________________________________                    ______________________________________
Printed Name                                            Signature




Proprietary & Confidential
                                               Resident Interest Survey
      Campus Apartments wants to know what you are interested in! This brief survey will help us determine what events and
     activities our resident’s desire, and the best time to have them. Our goal is to make your experience the best one possible!

                       Name                                                    Unit Number
  School Attending                                                                    Major
       Email Address                                                              Birthday



What days and                               Sunday Monday Tuesday Wednesday Thursday Friday Saturday
times are you most            9am – 12pm
likely to attend an
event? Please put             12pm – 3pm
an “X” in each box
that represents a             3pm – 6pm
good day and time
for you.                      6pm – 9pm
                              9pm – 12pm


Campus Apartments offers a wide array programs and activities to meet the needs of our residents. Below are various topics
that may be available in our community. Please place an “X” next to each topic that you would be interested in participating in.

                                                           Social Activities

Karaoke                             Billiards Tournaments                       Slumber Party         Pool Party
Hot Dog Eating Contest              Graffiti Contest                            Movie Night            Paint Ball
Breakfast on the go                 Wii Tournaments                             Midnight Breakfast    Football Tailgate
Pot Luck Dinner                     Card Tournaments                            Dance Lessons         Scavenger Hunt
Other activity not listed? _________________________________________________________________________________

                                                   Social Responsibility Activities

Book Drive                          School Supply Drive                         Disaster Relief       Blood Drive
Adopt A Highway                     CPR Training                                Food Drive            Habitat for Humanity
Tutoring K-12                       Cell Phone Drive                            Voter Registration    Ride Share
Clothing Drive                      Community Recycling                         Tree Planting         
Other activity not listed? _________________________________________________________________________________

                                                        Personal Awareness
Assertiveness Training              Relationship Issues                         Men’s Health          Anger Management
Self Defense                        Self Image Issues                           Depression Issues     Stress Management
Nutrition                           Drug Education                              Sexuality             Personality Test
Alcohol Education                   Women’s Health                              Detecting Abuse
Other topic not listed? _________________________________________________________________________________




Proprietary & Confidential
                                                          Peer Acceptance

Understanding Different Religions          GLBT Issues                        Core Differences in Gender
Living with a Disability                   Breaking Cultural Barriers         Difference between Democrats & Republicans
Ending Racial Misconceptions
Other topic not listed? _________________________________________________________________________________

                                                       Outside the Classroom

Resume Writing                             Finding Internships                         Setting Goals
Renters Insurance                          FYI about Student Loans                     Car Maintenance
Test Taking Skills                         Term Paper Writing Skills                   Career Choices
Interview Techniques                       Job Fair Techniques                         Study Skills
Financial Planning                         Time Management Skills                      Book Club
Other topic not listed? _________________________________________________________________________________


                                                         Let’s Get Physical

Yoga               Cycling      Basketball Water Aerobics                            Indoor Rock Climbing Volleyball
Boot Camp Work Out Floor Hockey Wiffle Ball Table Tennis                             Flag Football        Running
Dodge Ball         Soccer       Swimming
Other topic not listed? _________________________________________________________________________________


Please let us know if there is are any other ideas for events or activities that you would like to share with us

____________________________________________________________________________________________________________

____________________________________________________________________________________________________________

____________________________________________________________________________________________________________

____________________________________________________________________________________________________________

____________________________________________________________________________________________________________

____________________________________________________________________________________________________________

____________________________________________________________________________________________________________




Proprietary & Confidential
                                      Successful Program Checklist
         Be sure no other events are scheduled at the property or college at the same time
         Hold the program at a time appropriate for that type of event
         Begin advertising your program at least 2 weeks prior to the event
         Use at least 5 different mediums to advertise your program throughout the 2 weeks
         Advertise all events with enthusiasm and diligence
         Advertising should be eye catching: colorful and neat
         Advertising should be located in appropriate high traffic areas
         For large scale events, advertise in your school paper or on campus
         Have an expert in the field as a presenter for your educational programs
         Get references on your presenter. Make sure they can hold the residents’ attention
         Give out printed reference materials from educational programs
         Have a back-up plan in the event your presenter does not show up
         Make sure to build in Q and A time to with your educational
                programs

         Have refreshments for the residents to enjoy after the program
         Don’t avoid educational or specific topics for fear of low attendance
         Plan your costs in detail in advance to stay within budget
         If your event is being held outside, have a back-up plan in place for bad weather
         Make the event interactive to keep your residents engaged and interested
         Set your event up early, prior to your residents showing up
         Have comfortable places for all attendees to sit and participate in the program
         Ask for feedback on how to make your event more successful in the future



Proprietary & Confidential
                                   University Contacts Sheet



      Department or Office                      Contact Name                       Phone Number
Admissions Office, Undergraduate
  Admissions Office, Graduate
              Athletics
             Bookstore
          Campus Tours
          Career Center
              Cashier
        Counseling Center
          Dining Services
  Dispute Resolution Services
             Greek Life
           Health Center
  Housing and Residence Life
        Intramural Sports
               Library
  Off Campus Student Services
       Orientation Services
         Parking Services
        Police Department
        Recreation Center
         Registrar’s Office
Student Government Association
          Student Union
      University Information
          Victim Services
       In the spaces below fill in additional university contacts commonly used at your community.




Proprietary & Confidential

								
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