MR: Window
How do you close the mailroom?
What should you do when there are unlabeled/unlogged packages and unsorted paper mail?
Check for the last labeled package so you know the correct letter code to use.
Label, log, and sort! (P.S. take your time)
What types of identification do we accept for guest passes?
Redbird IDs; government identification; NO PICTURES
What do you do when someone says they want to buy new keys?
Ask them if they would like to rent a pair and look for their old keys.
Fill out a core change sheet with the resident.
Inform them a charge will be added to their student account and the locks on their door will be changed in the next few days.
Check out spare keys to them in Helix (NO SOU)
What do you do if the guest pass printer isn't printing correctly?
Follow the directions on the desk to reset the settings.
What do you do when someone messes up their password 4 times?
Fill out the first and last box of the package pick-up form for "Helix Issues"
How do you know if a package is labeled and logged?
When it is on the shelf or in oversized packages. AND in Helix.
When do we call the police for lost and found items?
credit/debit cards; wallets; purses/bags with wallets in them
What if a resident only needs a new pod key?
Fill out core change paper and indicate the resident only needs a pod key. They will not need to come pick up a new key.
What do you do if a barcode is not scanning?
Type in the numbers under the barcode.
What do you do if you cannot find someone's package on the shelf but it's in Helix?
First, ask your coworker to help you find it. Make sure you double-check the package code in Helix.
Second, check the mis-delivered shelf.
Third, ask if the resident picked up a package from the date in Helix.
Finally, tell the resident you will inform your boss (really just tell Piper) and she will address it the next time she's at work.
What do you do when you search a name in Helix and it doesn't show up?
Check the Pro-staff list. If it is Pro-staff mail, place it on the Pro-staff shelf.
If it's not Pro-staff, open the mis-delivered Excel to the correct month and fill out all necessary information. Place the package in the correct spot in the shelf.
What do you do if someone calls for a wellness check?
Get the name of the student and where they live.
Ask for the name of the person calling and their phone number.
Do not confirm/deny that the resident lives there.
Tell the person calling you will inform professional staff.
Call Pro-staff and give them all of the info.
What do you do with the core change form after all of the residents have picked up their keys?
Place the form in the completed core change pocket.
How do you scan in multiple items to one person?
Click "add item" to the left of the person's name then scan the item.
What do you do if a resident says they have a package but have not received an email?
First, check for their name in Helix.
Second, ask them what day the package was delivered.
Third, check EVERY package from the corresponding letter of that day. Also, check mis-delivered.
Finally, tell the resident you will inform your boss (really just tell Piper) and she will address it the next time she's at work.
What is the procedure for sorting paper mail? (3 steps)
1. Check for name and room number in Helix
2. Sort resident mail in the cubbies and stamp return to sender mail. (look for Pro-staff mail)
3. When possible, sort paper mail in the paper mail room. (be mindful of where it belongs)
What do you do if you cannot make it to your shift and you cannot find coverage?
Tell Kit and message the person you are working with so they know you won't be there.
What do you do when a resident comes to pick up their new room key?
Find the paper in the core change binder and have the sign, date, and time.
Print your name next to their name so we know which SAM gave out the key.
Collect the resident's old key and give them their new key. Make sure you check the key codes and DO NOT TAKE THEIR POD KEY!
What do you do if you scan an item and it says it's already checked out?
1. Go to Tools->History->Building Log->Select Item Barcode->Scan->Remember the name of the person that has it checked out
2. Go back to Keys and Items Check Out tab, find the name of the person, check it out
3. Check the item out to the person who actually needs it.
What would you do if a resident came to the window with an opened package that has the wrong name on it?
First, take the package and ask if everything is still in the package.
Second, ask for their name and if they were expecting a package. If yes, ask for the date it was delivered and find what the letter of that day was. Then, check the packages with that letter for their name.
Third, put the opened package on the damaged package table and message Piper with all of the info.
Finally, tell the resident you will inform your boss (really just tell Piper) and she will address it the next time she's at work.
Relog it under the correct name and code. Tell Piper the mislogged name and code.
What is the SOU procedure for handing out spares and receiving them when the resident returns the spares?
1. Ask the resident if they've checked out keys before. If yes, grab the SOU from the NORTH/SOUTH box. If no, grab a blank SOU and have the resident fill it out.
2. Ask for the resident's room number. Confirm they are a resident of that room by checking the directory.
3. Grab the keys and scan them into Helix. The resident only gets the key, not the white tag.
4. Fill out the back of the SOU. Explain the rules to the resident.
5. Hole punch the SOU and place it in the ACTIVE BINDER.
RETURN
1. When the resident brings the keys back, find their SOU in the binder and have them initial.
2. Check the keys back into Helix.
3. Put the keys away and place the SOU in NORTH/SOUTH box.
What do you do when the carpenters bring new keys?
1. Get the paper from the core change binder.
2. Have the carpenters sign their name. You fill in the new key code and print your name.
3. Make an envelope for each resident in the room and place one room key in each envelope.
4. Replace the old key in the tag box and sign your name to indicate you did it.
What do you do if someone brings a set of lost keys to the desk?
Check the key codes doc to find which room they belong to. Check the directory to find the resident's name. Send the resident(s) an email to let them know keys were found that belong to their room.