1. Customer Service Training Program Presented by the Excellence in Customer Service Task Force Plant Operations Office of Student Affairs 6-2009

2. State of Georgia and University System of Georgia goals; Faster, Friendlier, Easier

3. Courteous Helpful Accessible Responsive Knowledgeable

4. Golden Rule – We treat others as we would like to be treated.

5. University System of Georgia Silver Award for Customer Service Institution of the Year, 2007 and 2008 Governor’s Commendation for Customer Service Excellence, 2008

6. National Survey of Student Engagement “Quality of relationships with administrative personnel and offices.” Scale of 1 to 7 1 = Poor and 7 = Superior All students in the USG selecting a 6 or a 7 = 29%

8. of Macon State students selected a 6 or a 7 in response to “Quality of relationships with administrative personnel and offices.”

9. We continue to be Courteous, Helpful, Accessible, Responsive and Knowledgeable

10. Enhance campus safety and security by responding in a knowledgeable manner to campus emergencies and concerns.

14. MACON STATE COLLEGE MACON CAMPUS EMERGENCY CALL CHART March 2, 2009 In the case of an emergency after normal business hours, MSC Security will be responsible for notifying building occupants of any action required. The Call Tree may only be activated by Security, at the direction of the President or his designee. When the Call Chart is activated, persons notifying other offices are encouraged to use the following verbage: This is _____ calling from the Office of _________. The Emergency Call Procedure has been activated. Call the next office on the Call Chart and relay the following information”: Security Switchboard 2700 President’s Ofc 2712, 2713 Ed Tech 5380, 5381 Education 2544 RESA 475-8626, 475-8627 Business 2724, 477-0869 Acad. Advising 2792 Student Supp. 5356 Science, Math & Engineering 2751, 2749 Art Lab 5740 External Affairs 2722, 2723 Con. Ed 2770, 2832 PSC Attendees LS Auditorium Attendees Nursing 2762, 2761 Wellness Ctr 3620 Health Clinic 2092 Information Tech 2801,2960 Counseling 2985, 2987 Acad.Affairs 2730, 2731 Library 2709 TAC 2023 Network 5376 Admissions 2800, 5326 Registrar 2853, 2900 Cafeteria 2858 Social Sciences 5748, 5749 Theater and Rehearsal Hall Attendees Plant Ops 2780; 5373 Fiscal Affairs 2728, 747-2392 Financial Aid 757-6646; 2718 Call Ctr 803-1202 Tech Resources 2720, 2636 Bookstore 2719, 2073 Health Sci. 2783 Testing Ctr. 2050, 2547 Business Office 2705 Development 2732, 2733 HR 2647, 2010 Student Affairs 757-7384; 2710 Game Room Student Offices Humanities 5792, 5793 Language Lab 2611, 5769 Music 5773 ARC 2057, 2034 LIB Coffee Shop 2738 Institutional Advancement 6630, 3659 Communications for online posting and media notification 2549 Career Center 2714 Learning Support 2812, 5708 WRC, as needed for information

15. Security 731-9901 Di Medcalf Regular Hours 929-6700 Plant Operations 929-6732 993-5046 (Cell) Tech. Resources 929-6730 397-2250 (cell) Executive Director Office 929-6710 ARC Staff 929-6770 Student Life Office 329-4741 Bookstore 929-6720 Academic Advising & Counseling 929-6749 929-6750 Ike Taylor NIGHTS 929-6700 Tech Resources 929-6731 ARC 929-6770 396-2553 (cell) Bookstore 929-6720 (if open) 929-6733 Macon State College Warner Robins Campus Emergency Call Sheet March 2, 2009 Evening Hours ‘til 8:30Day Classes The Call Tree may only be activated by Security, at the direction of the President or his designee. When the Call Chart is activated, persons notifying other offices are encouraged to use the following verbage: This is _____ calling from the Office of _________. The Emergency Call Procedure has been activated. Call the next office on the Call Chart and relay the following information”:

28. Campus Emergency Notification System Macon campus Delivered Friday 6/19/09; being installed this month Indoor and Outdoor speakers Ability to reach all outdoor areas Ability to communicate in all buildings at the same time Ability to communicate in individual buildings Can be activated by Security by computer, radio frequency or cell phone Capable of broadcasting pre-recorded or live messages.

30. MSC Pandemic Influenza Alert Matrix

31. Pandemic Flu Plan

34. Emergencies After Hours of Operations Life threatening emergencies: (severe blood loss, symptoms of heart attack, stroke, etc.) Go to ANY campus telephone and dial “9” for an outside line, then dial “911” for Macon/Bibb County emergency operator. Public phones are located in the following buildings: Learning Support, Library, Jones, Wellness Center, Humanities/Social Sciences, Professional Sciences Center and Student Life Center. Request a RESCUE UNIT and AMBULANCE be sent to the Macon State College entrance on Eisenhower Parkway. Phone campus security officer at 747-0155 and advise the officer of the situation. The security officer will meet the ambulance and escort emergency personnel to victim. Non-life threatening emergencies: Go to any campus phone, dial “9”, then “747- 0155” and request assistance of a Macon State College security officer. General Information & Telephone Numbers MSC Campus Operator: 471- 2700 Campus Security Phone Number: 747-0155 Security officers may be reached by portable cellular phone at 747-0155. NOTE: Remember to dial “9” if you are calling from ANY campus phone. First Aid Supplies Minor first aid supplies (bandages, aspirin, antiseptics, etc.) can be found in the Office of Student Life and the Health Clinic. June 2009 Student Life Emergencies During Hours of Operation Life threatening emergencies: (severe blood loss, symptoms of heart attack, stroke, etc.) Go to ANY campus telephone and dial “9” for an outside line, then dial “911” for Macon/Bibb County emergency operator. Public phones are located in the following buildings: Learning Support, Library, Jones, Wellness Center, Humanities/Social Sciences, Professional Sciences Center and Student Life Center. Request a RESCUE UNIT and AMBULANCE be sent to the Macon State College entrance on Eisenhower Parkway. Dial “9”, then “471-2700” for the Macon State College operator. Advise operator of the situation and ask for a security officer to meet the ambulance and escort emergency personnel to victim. Patient will be transported to appropriate medical facility. Non-life threatening emergencies: Go to any campus phone, dial “ 9”, then “471- 2700” and advise operator of the situation. Macon State College - Macon Campus 2009-2010 Emergency Care Procedures Guide The objective of the College is to place a sick or injured individual into the care of family, personal physician, or medical facility.