Keys
Resident Shelly Duval comes to the desk to check in, it looks like she is in room 104-A in starrez. What key does she get?
The 01 key for the coordinating hook
T/F: You can fill in the Tracking label however you please when scanning in a package, random numbers and letters is fine.
False! Please don't
What do you do at the start of every shift?
Check the comm log
T/F: We can give out information about our residents since we can access it easily.
No!
What is your Desk Managers name? Spelling required
Alyson :)
What key should be given for a Lockout
The 03 key!
You give a resident their package, where do you mark that you gave this package out?
Starrez AND Teams log (in Package log)
What is the first thing you do when opening or closing the desk
A student comes to the desk and asks how to get to their friends room and gives you their name. What do you do?
Inform the resident that we cannot give out room information or let non-residents walk around the dorm unsupervised. They will have to have their friend come down and guide them up.
What is the fastest way to reach your DM?
Text/Call!
Teams and email are also acceptable but slower.
What color are the Lockout and Rekey tabs?
Lockout is yellow, Rekey is green.
T/F: Carrier does not matter when accepting or logging any packages.
False
When are ammenities audited?
A parent comes in during move-in and asks for their child's room information and door access code "just in case". What do you do?
Tell them you cannot provide student information to them and that they may only be in the dorm while accompanied by their child.
Who should be your 1st, 2nd and 3rd point of contact?
1. DM
2. RA/CDOC
3.CDOC/RA
2&3 may vary from issue to issue, DM can normally direct you on who to call.
1. Give them a temp key (03 key)
2. Put the REKEY tab on the hook
3. Log rekey in starrez
4. Log rekey in Teams Log
5. Issue key in starrez
List 3 examples of packages we DO NOT accept.
Perishables (ex. factor meals), flowers, food delivery.
When are packages audited?
Opening shift/Morning
A resident's family member calls about the residents address and asks for their room number, what do you do?
Inform them that we can provide the address of the building they are calling and to format a letter as NAME, ADDRESS, RM # but we cannot confirm if the resident lives here or provide their room number.
When checking in a resident, you come across a page that reads:
"Check in date not today"
Do you click:
a. Ignore
b. Skip
c. Issue
d. Fix
d. Fix
FIX DONT IGNORE
Explain the format of logging a new key in starrez.
(Description, Serial, Location, Cut)
Description: HOOK 001: AAA123-01
Serial: 01
Location: HOOK 001
Cut: AAA123
You complete the package audit and notice a discrepency, upon further investigation you find that two packages are missing from the mail room and one package is in the mail room but not in starrez. What are 3 next steps?
1. Check package log to see if something was issued in Teams but not in Starrez.
2. Check with residents involved if they picked up a package recently.
3. Check if the package in the mail room was ever logged/if it was logged correctly.
T/F: You are expected to complete a Telcase-IN audit every morning.
False! It's the telcase-out audit
A resident's mom calls you urgently asking to check on their daughter, she's not answering her phone and is worried. What do you do?
How much would a resident have to pay if they are trying to move in early on Aug 13th when their move in date isn't until the 19th?
$360
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