Your Job!
Real Situations
No Exceptions!
Desk Operations
Miscellaneous
100
What is punctuality?
Being early and on time for your shift! If you're on time, you're late. If you're early, you on time! BONUS: How many minutes early should you arrive to your scheduled shift?
100
A perishable item and bouquet of flowers arrived at your desk for a resident. What should you do?
Locate contact information from RAR or StarRez and notify resident of immediate pick-up. Post in talk log and leave note at desk for resident. BONUS:What time are mail shifts?
100
True or False: Violations of any USF policy or procedure(including Residence Life policies and procedures) will subject a desk worker to disciplinary action, including probation or termination from the position.
True. BONUS: Does this rule apply to workers 21+ and/or live off-campus?
100
What is the procedure for issuing and returning Temp cards?
Verify resident in StarRez. Locate & complete RAR and get resident signature. Explain Temp Card policies and time limit to resident. Encode on CS Gold and test card. Tell resident to return the card within 15 minutes. Ask for student name & room number or student ID & room #. Check-in temp card on RAR and put card back in binder. BONUS: What is the charged amount for overdue temp cards, not including the 2 free cards?
100
What is the expected dress code while working the front desk?
No pajamas, clothes referencing alcohol, drugs, or offensive material- Most importantly, wear your NAME TAG! BONUS: Are sweatpants and sweatshirts allowed?
200
What are the 2 most important functions of the front desk?
Service and Safety! BONUS: Describe basic job responsibilities during your shift?
200
You have a question while working the desk. What should you do first?
Look around the desk, read talk log, use staff as resources. BONUS: You ran out of guest logs? What now?
200
What constitutes probation?
Missed shift, missed staff meeting without ADVANCED notice, breaking policy. BONUS: Probation lasts for 1 or 2 academic semesters?
200
Fire alarms goes off while working the desk. What now?
Close gate, grab roster, guest log and guest id container, walk out and close the door, wait outside until public safety says the building is safe to enter, go into the desk before everyone else, assist and recheck all ids upon resident entrance. BONUS: Do you grab the emergency bag and equipment?
200
What do the "flags" on CS Gold represent when encoding cards?
Card expiration, room access, building access BONUS: Internet is down. What now?
300
What is the first thing you do before you begin your shift?
Sign in! BONUS: What are typical Day and NOM shift tasks?
300
The person working after you misses their shift and you can’t reach them. What is the procedure?
Contact scheduled CA. Call roster if necessary. Notify COM, your ARD, ARD on Duty. Stay at desk until you're relieved. BONUS: Do you ever call the RA on Duty to wake up an overslept CA?
300
What do you do if someone calls and asks you if someone lives in your building?
Explain that you cannot verify whether or not that person lives in the building due to FERPA privacy rights. BONUS: A parent wants to know if their student is in their room and is asking for you to call them. What do you do?
300
How do you access the IR form via OrgSync?
On SHaRE page, click "Pages" and search for "Incident Reports". BONUS: What are the essential components in completing an IR form?
300
What does BOLO mean?
Be On The Lookout. BONUS: What should you do if someone, who is on the BOLO list, tries to enter your hall while working?
400
What is the proper way to answer the phone while working the desk?
Say name, hall, and how may I help you? BONUS: Are you allowed to text and make personal phone calls during your shift?
400
A resident comes to the front desk for a noise complaint on their floor. What do you do?
EMPOWER resident to confront issue on their own. Call RA on Duty for assistance. BONUS: A resident comes to the front desk needing to talk to the RD or ARD who are not present. What do you do?
400
Do you ever put a cracked, taped, or bent ID into the encoder?
No, advise student to get a new ID card or use temp card. BONUS: Do we accept passports as a form of valid ID when checking-in guests?
400
True or False: During morning shifts, CAs are expected to highlight overnight guests.
True. BONUS: What is the guest policy?
400
When are senior staff members and RAs on duty?
Weekdays 5pm-8:30am and 24 hours Weekends. BONUS: What is the SHaRE department extension or phone number?
500
What constitutes a late shift arrival?
5 minutes! BONUS: Missed shifts result in?
500
A resident tells you there is a facilities problem in the building while you're working. What do you do?
Contact facilities. After hours, call RA on Duty and Public Safety. BONUS: What do you do if quarters are stuck in the washing machine?
500
A resident that you know left their ID in their room and wants you to let them up. What now?
Follow temp card procedure- treat everyone equally. BONUS: Who is allowed behind the desk during your shift?
500
Your CS Gold access does not work, what now?
Call OneCard during day. Notify ARD on Duty after hours. Post on talk log. BONUS: You need to find a sub for your shift. What is the procedure?
500
If someone comes to the desk and asks to post posters. What do you do?
Explain that an approval is needed for posters and can ask available RD/ARD for approval. BONUS: Are residents or student organizations allowed to solicit in the halls?
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