The document discusses observations and interviews with Resident Service Representatives (RSRs) who work in towers. It notes that RSRs are confined to booths for their entire shifts, dealing with multiple residents can be hectic. If residents get rowdy, RSRs have a panic button but must wait for public safety to arrive. It recommends RSRs need better safety precautions and accommodations given the hours they work. It also notes residents do not respect all RSRs and RSRs require a improved approach to prevent banned individuals from entering.