2. Community Desk Procedures University Housing has established standards for situations employees may encounter as they work the community desk to ensure that consistent service is provided to our residents: Expectations & Professionalism Community Desk Services Key Management System Mail System The Dawg House (TDH) Appropriate Communication Methods Appropriate Customer Service

3. Values and Principles Living on campus has intrinsic worth realized through involvement in educational and social programs, self-governance, resident-staff collaboration, student employment and personal responsibility. Individual rights and differences are recognized and respected. Diversity is valued and appreciated in the residential communities. Integrity and dignity guide service to residents and the university community. A meaningful work environment is provided that can lead to employee satisfaction and productivity. Stakeholders’ interests are considered in decisions that affect them. Sound fiscal management is essential. Quality of programs and services will improve through ongoing assessment and evaluation. University Housing Mission Statement University Housing provides comfortable, affordable and secure on-campus housing options in residential communities where the academic success and personal growth of residents are encouraged and supported.

5. Professionalism Maintain a professional demeanor at all times when working.  Dress neatly and appropriately for each shift. Supervisors can also develop their own dress code expectations.  Maintain eye contact at all times.  No horseplay.  Maintain confidentiality regarding incidents, staff, etc. Many things you may hear or come in contact with are not for public knowledge. Always use good judgment and respect the privacy of our residents.  No guests are allowed behind the desk. Only the staff on duty of the community in which you work are permitted in the desk area.  Remain mentally alert at all times. No sleeping at the desk, no drinking at least eight hours before your shift, and no being under the influence of other drugs.

6. Professionalism  Actively participate in maintaining a clean and tidy work space. Please keep things tidy and inviting to anyone who may come to the front desk for questions, etc.  No personal calls are to be made or received while working. There may be courtesy telephones located in the lobby or by the access doors for residents and their guests to use. No talking on cell phones or making personal phone calls except in an emergency.  Soda and snacks are allowed at the community desk. Consult with your supervisor for more specific guidelines.  Carry out additional tasks as assigned by GA, RHD, AC and Community Administrative Assistant.  Guide dogs are not allowed behind the desk or in the mailroom. Please plan accordingly if you are participating in the guide dog program.

7. Professionalism

8. Community Desk Services Security – Cameras, fire panels, door alarms, key management, severe weather updates, building access Resources – Campus & Housing information, links to other people/departments Assistance with Community Procedures – Check in new residents throughout the school year – Assist support, professional, & graduate staff during the day and for duty situations – Documentation of situations requiring attention/follow-up Lost & Found Equipment Check Out – Mallets – Carts – Recreational items (sports equipment, movies, etc.)

9. Key Management (Current Procedures) 1. Look at all hooks, counting number of keys per hook. 2. Make note on Key Inventory form when keys are missing. The number of keys that should be on each hook will vary by building depending on room set-up (single, suite-style, double, etc.). Ask your supervisor for more information. 3. Every room that has a key checked out can be crossed off the list. 4. Circle the room numbers which have keys missing that aren’t accounted from in The Dawg House. These are rooms that have keys missing for an unknown reason. A list of these keys should be placed in your supervisor’s box. If appropriate, place a key tag on any rung where you have noted a key to be missing.

10. Key Management (Current Procedures) No staff members except GAs, RHDs, ACs and Administrative Assistants may obtain room keys. CA-RA staff must checkout keys to their room, in addition they may NOT check-out keys to residents’ room without the approval of the GA or RHD on duty. During Finals Week, checkout time is shortened to 15 minutes to ensure that all keys are turned in before residents leave for break. Residents can only check out a key for 24 hours. After the 24 hours, a resident will be charged a $45 fee for the Lock Security Program. This fee will also be assessed to a resident’s student account if key is lost. If a mailbox key is lost, the resident will also be assessed a $45 fee for the Lock Security Program. Residents are allowed six (6) room key checkouts each academic year. After the sixth, they are charged $5.00 per check out. Key Management (Current Procedures)

11. When new keys are issued as a result of a lock change: All new keys will be given to the Community Administrative Assistant by the Locksmith. Place all keys in the key box (temporary and permanent keys for the residents). This is for safekeeping. Do not leave keys lying on the desk. When the resident comes to claim their key, they must pick it up through The Dawg House. Place the old key in the designated area for your community. NOTE: Only the resident responsible for paying for the lock change will be able to pick up their key via The Dawg House. The Dawg House may not recognize the resident’s roommate if the roommate attempts to pick up a new key using The Dawg House; The Dawg House may say “resident not authorized to pick up new key” because the roommate wasn’t the one who paid for it. Key Management (Current Procedures)

12. Mail System Each community uses a uniformed triplicate form Residents are asked to show some form of photo ID Mail cannot be given to anyone other than who a package is intended for CA-RA staff members may be asked to assist with packages past mail room hours (especially for packages containing perishable or medial items) CA-RA staff should use the same procedures (that residents use) to receive packages

13. Mail System Additional information about mail

14. Yay StarRez The New & Improved Dawg House

15. Yay StarRez The New & Improved Dawg House

16. Yay StarRez The New & Improved Dawg House

17. Communication – Telephone Etiquette The desk phone is to be used for business and emergency calls only. – The line should be kept open. – No personal calls should be made or received. – No collect calls may be accepted. – When answering the phone say: "Thank you for calling the _____________ Community Desk. This is ________. How may I help you?” – Smile when you speak…it makes a difference! – Answer the phones quickly and always within 3 rings. – If you need to check on something, even if it takes only a minute, PUT THE CALLER ON HOLD! Transferring a Call – Say who or where you are transferring to and give the customer the number – While still on the line (the call CANNOT be on hold), press the “TRANSFER” or “FLASH” button, then hit the location to where you are directing the call, and “TRANSFER” or “FLASH” again. This process will connect the call.

18. In order to be effective, body, tone, and words must match. – Body Language – Facial Expression – Position or movement of the head – Eye contact – Open posture Tone – Speak calmly, even if someone else is shouting Words – “How can I help you” instead of “May I” or “Can I” – Choose positive words, even if the message is negative. Communication – In-Person

19. Security/Support Staff Radio – Used by You (to appropriately contact BSW/STW staff during the day) – Used by Housing security (to contact your desk in the case of an emergency) – Used by Pro Staff (to contact second shift maintenance) Tips – Gather your thoughts before speaking (staff across all of campus will hear you ) – Identify yourself & know the radio handle of the person you’re attempting to reach (ex. “Reed front desk to Reed 1 Veronica) – Check with your supervisor to know who can be reached on what channel (and make sure you have the correct channel when using a radio; ex. usually BSW staff are on channel A and maintenance staff are on channel B) Communication – Over the Radio

20. Customer Service Who are our “customers?” – Residents – Parents – Visiting guests – Outside vendors servicing our buildings – Other non-Housing UGA employees

21. Service with a Smile Things to remember – Get to know your resources – Promptly recognize the customer – Keep the desk area and yourself neat and clean – NEVER say “I don’t know.” Customer Service

22. Traditional Customer Service – Meet the customer’s expectations – Be competent – Do it fast Exceptional Customer Service – Exceed the customer’s expectations – Be connected – Do it now, do it right

23. Dealing with Challenging Customers Stay Calm yourself – Deep breathing, remember it’s not personal (usually) – Don’t apologize for a policy being in place Let the customer vent – Listen actively, Don’t interrupt, be attentive, look for key words Deal with emotions first – Acknowledge their feelings, restate that you heard them, show concern, find agreement, focus on the problem Avoid emotional triggers – Can’t, Sorry, I don’t know, You should/could have, Why didn’t you, All I can do is… Gently set limits with abusive customers – Use their names, keep a safe distance Delay action or consult up – Bring in your supervisor, follow up as promised Customer Service

24. Questions or Comments?