One of the most difficult parts of having a student in university is when they have a problem and you aren’t there. When you live with your student at home and your student has a problem or a challenging situation, you at least get to see them in person and can gauge how stressed your student is.

At school, however, you get texts, calls, or emails.  Often those messages come when your student is upset about something – and it seems like it has taken on epic proportions. You become stressed because your student is stressed.

Or maybe the call is venting a frustration about having so many things to do (I have a chem test coming up, and I have a cold, but I also have to talk to some office on campus to figure out how to get “ X” accomplished and I don’t have time to deal with all this!) and you think maybe you can help your student if you call the office in question yourself and take care of it yourself.

In those times you might be tempted to swing into action and jump in to help with your student’s issue, problem, or frustration. However, we encourage you to use the Stop, Drop, and Roll method:

STOP – and take a deep breath when your student contacts you with a problem.  Is it REALLY, something he or she cannot solve on his or her own?  If you fix the problem for your student or take care of the situation yourself, has your student really learned anything or developed self-reliance and independence?  Will your intended action help your student learn how to juggle multiple priorities and take care of things?

DROP – the urge to fix things yourself or provide detailed instructions on how your student should handle the situation.  Instead, push back with questions: What do you think you might do?  What are your options?  What campus offices might have resources?  What have you already tried? Who have you talked to about this already (your RA? adviser? etc.)  Those kinds of questions can help prompt your student to figure out next steps (without you directing those next steps).

ROLL – with it!  This is easy to say, but hard to do.  Let your student do the problem-solving and decision-making their own (even if the solution is different from how you might have handled it). Struggling with adversity builds resilience and helps your students learn that they are capable and resourceful

Some additional points to consider:

The Frantic Phone Call – your student may call you with a series of problems: a bad grade on a test, or friend issues, general stress, an inconvenience, you name it. Often as soon as they have vented to you, they feel better – but you are left holding the bag of worry.

Of course if you believe there is a problem of grave concern – imminent safety or wellbeing, etc. – you might want to take a more active role.

Help that Might Not Be Helpful – sometimes parents or family members want to contact administrative offices on behalf of their student, to get X or Y done for the student. We encourage you to let your student do all the legwork.  Your student won’t learn how to navigate complex situations until he or she has to do it, which builds muscle memory and experience to draw upon for the next time.  One day, instead of a chem test and a cold and a silly administrative task to complete, he or she might have a work deadline and a broken air conditioner and a sick child all at once. Having some experience in managing multiple things in university will equip your students to handle the adult challenges.

If you contact the Parent & Family Network about a student problem and we encourage you to try the Stop, Drop, and Roll method, please know it is not that our office is being uncaring or unhelpful.  It’s that we believe your student has the ability to fix the problem on his/her own, or would be building needed self-reliance skills by figuring it out. Developing self-sufficiency, learning to navigate organizations, and determining solutions are more beneficial to your student in the long run than being handed a short-term solution from mom or dad or a family member.


While we encourage you to let your student navigate their Trinity Western experience as independently as possible, if you have an urgent concern about the health, safety, or wellbeing of your student or others, there are offices available to assist you.

Access Emergency Contact Information


604-513-2121 ext.3319

Adapted from Wake Forest University.