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

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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.

9. 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

10. 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

11. 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

12. 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.

13. 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?

14. 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 . 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.

15. 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 _______.
disciplinary action or termination
temporary employees
subject to appeal

16. 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

17. 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

18. 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

19. 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?

20. 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

21. 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

22. 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

23. 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?)

24. 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

25. Results & Questions