Desk Shift Basics
How many minutes early must an IA arrive before their desk shift?
What is 10 minutes
Who must accompany a guest at all times in the building?
The resident host
Where should students primarily receive mail?
Campus P.O. Box
What system is used for non-emergency room issues?
Fix-It Ticket
Who should be called first during a fire alarm?
MSU Police Department
What system must IAs sign into to log their shift and communication?
Microsoft Teams
What are standard visitation hours?
10:00am – 2:00am
What must be checked before logging a package?
Floor chart to confirm resident
What must an IA never do near a suspicious package?
Touch it or use radios/phones nearby
How far back must an IA read the communication log at the start of a shift?
At least 12 hours
Who must approve an overnight guest before they stay?
Roommate and RA On-Call
What system is used to email residents about packages?
eRezLife
Who should be contacted after hours for emergency facility issues?
RA On-Call
What information should be gathered during a bomb threat call?
Location, timing, appearance, caller details
What should an IA do if they don’t know the answer to a resident’s question?
Contact someone up the chain of command and follow up
What should an IA do if a guest returns a pass without the resident host?
Contact RA On-Call and document
What subject line must be used in a package email?
“Package Delivered”
What should an IA do if someone is stuck in an elevator?
Call MSU PD
What should an IA say if asked whether a student lives in the building?
They cannot confirm or deny residency
What must be done if TimeClock Plus is offline?
Contact GRD/CD or On-Call and email supervisor with correct clock-in/out times
What must a guest carry with them at all times in the building?
A form of identification
What must residents show to pick up a package?
Valid identification
What laundry vendor handles washer/dryer issues?
Caldwell & Gregory
parent calls the front desk at 11:30pm asking you to check on their student because they “haven’t answered texts all day.” According to Housing SOPs, what exact steps should the IA take from start to finish?
Remain calm and listen politely
Do NOT confirm or deny that the student lives in the building
Collect directory information (student name, room number if known, parent’s return phone number)
Call the RA On-Call (since it’s after 5:00pm)
Document the interaction in the communication log
Allow the RA/GRD/CD to handle the situation once on site