Tap In & Guest Policy
What is the first step for a guest to enter a building?
Show a valid photo ID and be logged by the resident host.
What does TAC stand for?
Temporary Access Card.
What must a staff member do when they work mail hours (4pm-6pm)?
Verify recipient and log it in the tracking system (Q-Track and Mail Log).
What does W2W stand for?
When to Work
What do you do if you need to call public safety discreetly in an urgent matter?
Press the Panic Button.
Can guests check themselves out without the resident present?
Yes, but the host resident is responsible for the guest until checkout.
When should a TAC be issued to a resident?
When temporary access is needed as the resident locked themselves out of their room.
What should be included in Q-Track and the mail log?
In the Notes Section, enter your name followed by the shelf/bin location and letter and number identification, i.e. “CA Celeste, Shelf 3, A2”
Where do you log your work hours and shift information?
Workday
A resident asks a question you don’t know the answer to. What do you do?
Politely tell them you’ll find out and provide accurate information quickly.
Scenario: A parent claims they can enter without the resident... how do you respond?
Explain that all guests must follow guest procedures and contact the resident directly.
When should TACs typically be returned?
Usually within 30 minutes.
Remind the resident of the mail hour policy and do not deliver the package unless approved by COM.
How do you request a shift change or coverage in W2W?
Submit a request in W2w and get approval from your COM.
A resident comes up to the desk crying. What do you do?
Stay calm, listen empathetically, assess whether it’s an emergency or personal issue, provide appropriate support or refer to resources, and document if required.
Scenario: A "resident" runs by the front desk without tapping in and is already on the way up in the elevator. What do you do?
Immediately notify Public Safety, attempt to stop the individual if safe, document the incident in the log, and write up an IR.
Scenario: Someone taps in with a TAC that is not their own, what do you do?
Ask the person to see the TAC, double check by tapping the TAC that it is the resident or not. If not, hold on to the RAC and remind the person to comply with the university policies.
If a resident is not available to pick up a package, what is the procedure?
Store securely in the meantime as Qtrak will remind the resident to pick up their package via email.
You notice a coworker forgot to log their shift, what is the correct protocol?
Remind them politely to log it and notify the supervisor if necessary.
A visitor refuses to leave when asked politely. What’s the next step?
Escalate to Public Safety while remaining calm and professional.
Scenario: A guest forgets their ID but insists on entering... what is the correct procedure?
Deny entry until valid ID is provided and notify the resident or escalate if necessary.
Name restrictions or rules associated with using a TAC.
Must not be shared; only valid for the assigned area and time; return after use.
Scenario: A package is marked delivered, but the resident claims they never received it... what steps do you take?
Check the log, confirm with staff who signed for it, verify resident info, and escalate if necessary.
What are the best practices when submitting a sick hours requests in Workday.
Submit in advance and ensure coverage is arranged; check that request is approved before taking time off. Kenny or Pamela approval is required.
Two residents start arguing loudly in the lobby. How do you de-escalate safely?
Intervene calmly, separate the individuals if possible, and contact Public Safety if needed.