How should OLs handle a student who is clearly lost and behind schedule?

• A. Ignore them
• B. Provide directions, stay with them, help them catch up, and contact a supervisor if needed
• C. Tell them to hurry up
• D. Send them to the information desk only

Answer: (B)

When an OL encounters a student who is clearly lost and behind schedule, the most effective approach is to step in with practical, supportive help: give clear directions, stay with them as they navigate to the next stop, help them catch up on the schedule, and contact a supervisor if their situation needs additional guidance. This approach addresses both orientation needs and time management, reduces confusion and anxiety, and ensures the student can reach the intended location safely and on track. By staying with them, the OL provides on-the-spot answers, can adjust pacing, and confirms the route or agenda so the student feels supported and confident. If the situation is more than you can handle, involving a supervisor ensures appropriate resources and oversight.

Ignoring them leaves the student stranded and undermines the role of the OL. Telling them to hurry up adds stress and doesn’t address the underlying confusion or scheduling gap. Sending them to the information desk only may connect them to resources but misses the immediate guidance and accompaniment needed to get back on track.