Community Desk Procedures Lauren Adams, RHD HSC Steven Campbell, RHD Rutherford, & Mary Lyndon, Soule Brittany Chill, RHD Creswell

overview Each desk is different – let’s talk about it! DA/OA job descriptions Job expectations Pay and tracking work hours Shift coverage and changes Accountability Resignation Key Management Mail/Package Management Access Guidelines Explain the blanks throughout presentations are opportunities to answer questions and earn candy. Game instructions Split group up into 2 teams Each team should receive 2 sheets of paper (so they can write answers for the questions on slides 17 & 18) Each team should receive 1 bell; designate a bell ringer Use the dry erase board (or a sheet of paper if it’s not available) for one presenter to help keep score When presenters come to a blank in a slide they must finish reading the bullet point before a team can converse/look up the answer and hit their bell to answer the question If teams hit bell at the same time, presenter can determine who gets to answer If a team gets the answer wrong, the other team has a chance to answer correctly Teams should only have one person answer a question at a time 1 point per correct answer will be given, but for sentences with multiple blanks, teams have to get each blank correct in the sentence to get 1 point for the whole sentence 1 point per correct answer will be given for the lists on slides 17 & 18 The team that gets the most points will receive candy after being announced as the winner at the end of the presentation

Da/oa Conditions of employment Must be enrolled in and actively attending classes on a full-time basis Minimum semester and cumulative GPA of ____ Must be in good standing as defined by the University May not exceed ____ hours of work per week May not exceed ____ consecutive hours of work Reappointment is based upon job performance, evaluation, and continuing enrollment GPA 2.0 20 6

DA job description Responsible for being a primary point of contact for the students within a residential community. Staff a community’s front desk. Provides assistance to the _____, _____, _____ and/or ____ with administrative tasks and serves as a resource of information to students, parents and other constituents. community administrative assistant, area coordinator/senior coordinator, residence hall director and/or graduate residents

Oa job description Responsible for being a support to the community office staff. Assist the community administrative assistant, area coordinator/senior coordinator, residence hall director and/or graduate residents with administrative tasks and serve as a resource of information to students, parents and other constituents. Responsible for distributing ____ and ____ for the community. mail and packages

Da/oa Job responsibilities Support, communicate, enforce and abide by all university and department policies, procedures and regulations. Support the community office staff by performing administrative responsibilities assigned effectively and efficiently. Assist in the opening, closing and transition of residence halls. This may require early arrival and late departures, as well as working during ______. Function as a resource for accurate information concerning Housing and university operations. Follow good _____ service protocols. Assist community office staff during a crisis or emergency, maintaining appropriate confidentiality. Participate in all departmental and community ______. Participate in all meeting activities including, but not limited to: staff meetings, community staff meetings and one-on-one meetings with your supervisor. Perform other duties consistent with the purpose of the position as assigned. break periods customer training

job responsibilities Continued DA Job Responsibilities OA Job Responsibilities Follow appropriate policies and procedures with regards to working the front desk including, but not limited to: ____, ____ and the ____. Sort, record, distribute and forward ____, ____ and ____ according to United States Postal Service regulations and community procedures. Drive University vehicles when necessary to complete job tasks within Athens Clarke County during normal business hours. key control, equipment check-out and the monitoring of the security system. (access control) mail, packages and newspapers

Job expectations Supervisor expectations Tardiness Headphones Accountability is everyone’s responsibility In addition to the expectations given to you by your supervisor, student staff are expected to act with respect, courtesy, thoroughness, and encourage rapport between different staffs within the community. Respect and Courtesy Thoroughness Encouragement and Rapport • Respect and Courtesy o Always display common courtesy to your co-workers and to the students we serve. o Be punctual for all shifts and staff meetings. Punctuality means arriving at least 5 minutes early. o As a member of the team in your community, you will also work with other departmental personnel within your building, such as CAs/RAs, GRs/DIs, RHDs, AC/SCs, BSWs, and STWs. Show them the same consideration and respect you would like to receive. • Thoroughness o Log all activities and keep an accurate account of keys and packages. o Be familiar with procedures and if you are unsure of correct procedures and processes, consult up and ask questions. • Encouragement and Rapport o Promote positive, open and honest communication between staff members within your community and utilize each other’s support and skills during confrontations and emergency situations.

Pay & Tracking work hours DA/OA minimum wage = $8/hr. DAs _____ shifts = $9.25/hr. DA/OA break periods (Thanksgiving, winter, spring) = _____ DA/OA may… Work a maximum of 20 hours/week when classes are in session Exceed 20 hours/week ONLY during break periods but may NOT work more than ____ hours/week Summer Cannot exceed 20 hours/week if enrolled in any classes during May, June, or July DA/OA may NOT… Work more than 6 consecutive hours 12am-5am $12/hr. 40

kronos There is a time clock in each community that uses the KRONOS time system. You must clock in at the beginning and end of each shift. In order to receive your pay on time, you must approve your time card using the KRONOS machine every _____ weeks at the end of each pay period according to the established schedule. If your time needs to be adjusted as a result of missed “punches”, please inform your supervisor prior to electronically approving your time. Failure to approve your timecard may result in disciplinary action from your supervisor. Can approve timecard early. Can approve at any University Housing KRONOS station. Two

Tips to remember The work week begins on _____ and ends on _____. Student employees are paid every two weeks. The pay date for each time period is Friday the week following a pay period end. All University employees, including students, are required to receive their pay via ______. This may take up to four weeks to process. Student staff that wish to work during break periods will be paid for the time worked up to early payroll cut off/approval in KRONOS. Staff will continue to clock in and out as normal and will be _____ for hours worked after the cutoff to the next pay period. Thursdays at 12:00am and ends on Wednesdays at 11:59pm. automatic deposit or direct deposit back-paid

Shift coverage A shift is a specific block of time, the length of which is determined by the desk supervisor, that a person or persons are to work. Typically, shift duration will last from two hours to four hours. If you are called to cover a shift and you are able to take the shift, please do so. It is in the interest of all staff members to work together to make sure that all shifts are covered.

If DA does not show up for a shift Call the DA who should be working Do not text. Call a few times No answer, call Desk Supervisor M-F 8 a.m.-5 p.m. No answer, consult with Community Office We will determine appropriate coverage for the desk No answer, call Desk Supervisor who will determine appropriate coverage After 5 p.m. & weekends No answer, call GR/DI/RHD on duty Responsible for calling down the list of DAs to find coverage or assigning a DA to call down the list to find coverage If DA answers, ask how long they will take to arrive. Consult up If desk supervisor is not available, then call GR/DI/RHD on duty. If DA just worked 6 in a row, they may work up to 6.4 hours while waiting for the DA supervisor to come relieve them. DA supervisor is responsible for adding a note in Kronos about the overage. RA on duty may sit the desk in emergency situations where the DA must leave and the DA supervisor has yet to arrive. RA on duty may sit the desk for bathroom breaks and during desk meetings. If desk supervisor is not available for emergency coverage, the GR/DI/RHD on duty will cover the desk. For OAs please speak with your supervisor about their expectations for being late or not showing up to a shift. What happens to a Desk Supervisor if they are not available to watch a desk (i.e. do they get documented)? As pro staff on call, where can we get DA contact information?

Shift changes Permanent Changes: If you know in advance you are unable to work your assigned shift: Permanent Changes: You are responsible for finding your replacement. It is the responsibility of the person originally scheduled for the shift to initiate and complete the shift change process appropriately. Once another staff member agrees to take a shift, they are responsible for the shift. You must communicate all shift changes to your supervisors via email. Copy (CC) coworkers involved in the shift change. If you and another DA choose to swap a shift and would like to do so for the remainder of the semester, follow your supervisor’s shift change protocol, indicating the permanent nature of the change in your request. If you cannot find someone to take your shift permanently, contact your supervisor (in writing) ahead of time so they can make appropriate arrangements. You are expected to cover the shift until a replacement is found or hired.

accountability As staff members of University Housing, DAs and OAs are expected to follow all university and departmental policies, as well as uphold any other expectations set forth by their supervisor or the area/senior coordinator of their community. Failure to do so may result in _____ or _____ from their position. Student employees are considered ______, who may be separated at any time for any reasons without notice and either the employer or the employee can end the employment relationship. Such separation is not grievable or _______. http://www.usg.edu/hr/manual/employee_categories disciplinary action or termination temporary employees subject to appeal

documentation Do what is expected and you won’t have to worry about this part! Documentation will be utilized by supervisors to address _______ of procedures and expectations. Termination may result in situations where the supervisor deems the behavior to be of such severity that it impairs the functioning of desk/office operations. Depending on the situation or circumstances, termination may occur with no prior warning. Violations

Documentation and/or termination may occur as a result of the following behaviors (but not limited to): Late for a shift Missing a scheduled work shift without making provisions for coverage Working more than 20 hours in one week Working more than 6 consecutive hours Failure to approve time card Falsifying work hours Reporting to work under the influence of alcohol or other drugs Sleeping while working Not remaining behind or at the desk/leaving the desk unattended Allowing persons not on staff behind the desk/mailroom Being outside of your work area visiting or watching television while working Failure to log shift switches properly Failure to accurately sign in/out for shift Not being dressed appropriately/no name badge Misuse of Staff Employment ID Have DA/OAs create a list before showing these answers

Documentation and/or termination may occur as a result of the following behaviors (but not limited to): Inappropriate noise levels while working Unauthorized entrance into a building Failure to properly document information in desk log Failure to attend staff meeting Inappropriate use of technology (University Housing desktop, employee cell phone, laptop, music player, etc.) Failure to log packages Tampering with mail Failing to uphold University, Housing and/or community policies Harassment or discrimination Failure to notify the GR/DI/RHD on duty of a security system failure and/or turning the fire alarm system off Key inventory not completed properly Failure to do key inventory or proper key checkouts Issuing a key to a resident who does not live in a room Loss or inappropriate use of keys You may be held financially responsibility for the $45 lock security program key Have DA/OAs create a list before showing these answers

Discussion What’s your process for holding DAs accountability? Is there a time frame between mistakes and holding DAs accountable? Depending on the severity of incidents, how do you hold DAs accountable? What methods do you use to document students?

resignation If the time should arise a student employee no longer wishes to be employed, the department requests the employees give notice ______. The employee must complete separation paperwork and turn in their Housing staff identification badge to the appropriate supervisor when employment is ended. in writing

Key Management To be completed by DA at the beginning of each shift Should be checking keys in the box vs. the report in Star Rez and reporting discrepancies Administrative Assistant oversees lock changes RA need to check out keys If locked out Need AG2 Community office key Multipurpose room UGA PD/Fire & Keys

Mail/Package Procedures If the mailroom is closed and a student needs a package… DA calls RA for RHD to check out package Is it an emergency? Set up a time to meet with student to retrieve package Star Rez procedures

Access Guidelines Checking IDs Access Pass-ins Which desks operate this way? Access Pass-ins What does this look like in your community with individual desks (ex. Creswell) and community desks (ex. Hill?)

Resources at desk Binders Pens, markers, staplers, scissors, note pads Key inventory, desk log, inventory check out, paper rosters, duty binders Resource binder – manual, contact information Pens, markers, staplers, scissors, note pads Weather radio Radios Desktop computer Security cameras

Results & Questions