Has is a non-exhaustive list of situations and instructions about what to do.

Emergencies

An emergency is:

• when someone is hurt
• there is an unsafe situation
• a significant risk going on (wonky electrical, lack of egress, bad air)
• Any altercation or situation that would require cops or emergency services.
• You locked a dog in one of the rooms by accident
• The neighbors are complaining

What to do in case of emergency

• when someone is hurt = In all emergencies involving injury seem medical aid including calling 911 first. Then call the posted emergency number.
• there is an unsafe situation = seek to make the situation as safe as you can then call the posted emergency number or contact @officers on Slack.
• a significant risk going on (wonky electrical, lack of egress, bad air) = seek to make the situation as safe as you can then contact the steward or @officers on Slack. At the very least post to the channel.
• Any altercation or situation where there are cops or emergency services. = Call the posted emergency number.
• You locked a dog in one of the rooms by accident = Call the posted emergency number.
• The neighbors are complaining = Do what you can to solve the situation, then contact @officer on slack and if needed, call the posted emergency number.

Frustrations

Things may feel urgent or like an emergency but may not be. They might just be really frustrating. While the very small team of leaders and staff are often very responsive, the expectation of response/service is 24/48 hours. Please wait and give staff and volunteers a chance to get back to you in that time frame before sending follow-up communications. Examples of things that may feel urgent but are not emergencies:

• A tool doesn’t work
• Your fob doesn’t work
• A POT check-in station is malfunctioning/you can’t check-in
• You locked yourself out

Resources in frustrating situations

• A tool doesn’t work. Check the manual. Check the wiki and the status. Send a request for help to the relevant channel. If you are unable to resolve it yourself please mark the tool as down and follow normal reporting steps.
• Your fob doesn’t work. This we know can be especially frustrating. There are several steps you can take to troubleshoot your own fob.
• A Door or Access Point isn’t working. This, we know, can be especially frustrating. There are several steps you can take to troubleshoot your own fob or report on a broken access point.
• A POT check-in station is malfunctioning/you can’t check-in. If you can’t check-in, don’t go in. Ping @facilitites on Slack and the next available volunteer or staff person will look into it. If it is a true bug then it may take some time to resolve. The most important thing is to report the error well as this will speed up a fix.
• You locked yourself out. Ouch. this is rough. The cool thing is there are over 100 other members with access. First, put a shout-out on #general for any member that can come help you out. If you ask for an officer or specific help members are likely not to step up because they assume it is somebody else’s job.