Category 1
Address of packages for Erik and staff?
620 Tercero Hall Cir
What is the copier code?
6170
Which key opens the AV closet?
27
What do you do with First class letter mail?
Slot to residents mailbox
What do you do when a perishable package arrives?
Process, call, and put in mail leads office
RD names
Hayley, Andrew, Perry, Ashrah'Lani, Bobbi, Justin
What do you do with Priority Mail Express packages ?
Process priority first, even if it's not your building or if you are desk staff.
The phone rings. What do you first say?
If you're writing a sticky note, what should you be adding?
Initials, Date, and Context
Who can you expect to get a call from regarding blue carts?
Courtney/Josh/Erin
Resident has not received an email for 3-4 days.
Ask how many times they have been to the desk to ask about their package, ask for following information: carrier, size, tracking number.
A resident ordered a phone and has not received an email notification from Student Housing. She keeps going to the desk but they tell her that they have not received a package for her. She is visibly upset and wants to know why there is a delay.
Need to start asking how many times they have inquired about their package to the desk, how many days it has been since the package has been delivered, basic information we are supposed to be looking for.
Where can you find the bag of intercampus mail?
In the Desk Lead’s office
A mail carrier walks into the mailroom and is lost. What information do you provide the mail carrier?
Provide the handout with all residential area addresses, explain that we currently only accept packages for Tercero and Cuarto addresses (not even Amazon locker packages), reiterate that they do not have permission to enter residence hall buildings
What do you do with First class letter mail?
Slot to residents mailbox
“I got an email from Student Housing 20 minutes ago. I would like to pick up my package.”
"So we do ask for residents to wait an hour after they receive an email from Student Housing to allow staff to prepare your package for delivery. Please come back after the full hour.”
A distressed parent calls the desk about their child. What do you do?
Every situation is different, but generally, get as much information as possible on a sticky note. Tell them that you can't confirm that their child lives there, but ask for a callback number if needed. However, do not guarantee that they will get a call back.
What are the "Mark Card Lost" and "Activate using Temp" functions and when do would you use them?
Mark Card Lost: Permanently deactivates Aggie Card and issues a Temp Card that lasts 30 days. Used when resident loses Aggie Card and can't find it or when a resident damages their Aggie Card and needs it replaced.
Activate using Temp: Used if resident is moving in without an Aggie Card, and if a resident's temp card expires. NOT if resident lost their card/ needs a new one.
There is a message from desk staff in the Message Log about one of a resident's packages not found. It is a resident for one of your buildings and you remember processing packages for them. What do you do to resolve this problem?
Look in mailroom to find package; if not there, check package history or inquire if they are expecting more packages
You find only 2 of the 3 packages on Starrez. What do you do?
“How many packages are you expecting? Or have you picked up any packages recently?”
Take note of the date of when each package is processed because it may have not been issued correctly. If the resident is still expecting a package, please take down the resident’s name (or the name addressed on the package if it is not the resident’s name), building-room, tracking number, carrier, and size and put the information in the Message Log.
A resident in Mahogany wants to use the lactation room. What do you do?
If it is a resident in the South Buildings. Get either Wall Lactation #1 or #2 from the Keywatcher and walk them over to the Wall Lactation Room.
“My package was delivered 5 days ago but I still have not received an email notification”
Desk/Mail Staff: Note: It is very important to ask the resident how many times they have asked about this package. Do not default to say that it has not been processed yet or that we have not received packages for them at all.
Please take down the resident’s name (or the name addressed on the package if it is not the resident’s name), building-room, tracking number, carrier, and size. Let them know that we will look into their situation and will be following up via email.
“I got a notification that my package was delivered a few hours ago.”
“We process packages Monday - Saturday, so be on the lookout for an email from Student Housing indicating that we have received it and that it will be ready for pick up. Please keep in mind that it does take about 1-2 business days for packages to be processed in our system, depending on when your package arrived.”
A nurse from the Sutter Hospital calls regarding a resident. They want to confirm the resident's address before releasing them. What do you do?
If needed, ask them to repeat all of the resident's information. On a post-it, write down as much information possible, including the resident's name, SID, building and room #, the nurse's callback number or email.
Tell the nurse that you are not able to disclose any information about the resident due to FERPA, but you will have someone be in contact with them.
After getting the information, tell Elizabeth or the leads about the situation.
A resident comes in saying that they can't into their room. They say the door flashes just red and sometimes blue. What is the problem and what do you do?
It is most likely a dead door battery.
If it's during businesses hours, call facilities and let them know of the resident's information.
If it's after 4PM, call the AHA and let them know of the resident's information.