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The AIS Desk Staff LibGuide: COC's and Advocate Reporting

Reporting Code of Conduct Violations

To fill out a COC report, click this link to log in to Advocate: Log In to Advocate

If a refresher is needed, see the Advocate Training document in Box: Advocate Training

CoC Resources

Guidelines for Implementing COC's

View the COC Implementation Guidelines in the Staff FAQ: Code of Conduct Implementation Guidelines

General Guidelines to Remember:

When responding to reports of Code of Conduct violations, your role is to facilitate the best resolution to the situation and for the parties involved.

  • Gather facts before you act.
  • Be careful about making judgments.
  • Assess the situation carefully in determining the appropriate course of action.
  • Verify that there is a violation.
  • If you are uncertain about whether a person is in violation, you can come back and check again later.
  • If you need advice, find a supervisor or confer with colleagues (including making a phone call if a supervisor is not on-site).

Filming in the Library Incidents

The process for dealing with incidents involving filming in the library can be found in the Staff FAQ: Code of Conduct Regarding Filming in the Library

If a patron would like to speak to someone to request to film in the library, they can be directed to this form: Request permission to film and/or photograph.

  • This form is only for formal requests, such as student film projects, etc.

eScooter Violation Incidents

If necessary, staff can contact the Enforcement Coordinator at UA Parking & Transportation Services regarding CoC Violations involving e-Scooters. If patrons owning e-Scooters have questions about the campus policy, they can also be giving the following contact information.

Alan Remick, UA PTS Enforcement Coordinator

  • aremick@arizona.edu
  • (520) 621-1108

For any urgent nighttime assistance or inquiries, contact the UA PTS night supervisor Albert Espinosa at (520) 626-7275

Difficult, Inappropriate, or Unwanted Interactions with Patrons

The process for handling difficult, inappropriate, or unwanted patron interactions can be found in the Staff FAQ: Handling Difficult, Inappropriate, or Unwanted Patron Interactions
  • This FAQ entry also contains procedures for handling interactions referencing self-harm.
Defuse Skill
D Decide - Is this a threat to safety? If so, call UAPD.
E Ensure Safety - Is backup nearby? Are you in a good physical spot? Respect personal space. Is the area clear of "weapons"?
F Form a Relationship - Introduce yourself with name & title. Ask their name. Use short sentences & simple vocabulary.
U Utilize Interests - Identify their wants/feelings. Agree as much as possible.

S

 Set Limits - Speak directly about consequences for bad behavior. Offer choices. Use repetition if necessary.
E Enforce/Evaluate - Withdraw and call for help if escalation occurs.

 

Active Listening
M Minimal Encouragement P Paraphrasing
O Open-Ended Questions I "I" Messages
R Reflection/Mirroring E Effective Pauses
E Emotional Labelling S Summarize

 

DEAR MAN Skill
D Describe the situation - Stick to the facts and be specific.
E Express your feelings and opinions - Do not make assumptions. Try phrases like “I want” or “I don’t want” instead of “You should”.
A Assert Yourself - Ask politely or say no clearly. Try phrases like “I would like” or “I would appreciate”.
R Reinforce - Explain the positive effects of them doing what you are asking. If necessary, clarify the negative consequences if they do not do as you are asking. Reward the desired behavior when possible.
   
M (stay) Mindful - Focus on your goals. Do not go off topic. Use the broken record technique and ignore attacks.
A Appear Confident - Confident tone of voice and eye contact. Avoid stammering, whispering, or say things like “I’m not sure.”
N Negotiate - Offer and ask for other solutions to the problem. Offer alternatives. Turn the tables.