Key Procedures
A Resident is Locked Out, What Do You Do?
1. Verify the Resident's identity and room assignment.
2. Ask the Resident if they know where their issuable key is.
3. Collect the spare key from the box.
4. Assign the spare key to the resident on UNM Residence Symplicity.
5. Inform the Resident that they must return the key within 15 minutes.
6. Update your shift report accordingly.
A Resident Reports a Maintenance Issue in Their Room. What Do You Do?
Walk the Resident through submitting a Work Order Request.
As Residents Enter the Building, What Should You Be Doing?
Greet them! Wave, say hello, smile, etc.
A Resident Inquires About a Missing Item, What Do You Do?
1. Ask the Resident for a description of the item.
2. Check the Lost and Found Log, and the Lost and Found Cabinet for the item.
3. If the item is there, have the Resident sign for the item on the Log.
4. If the item is not there, direct the Resident to the SRC Desk Lost and Found, and UNM PD's Lost and Found.
A Resident Informs You That a Bathroom is Flooding. What Do You Do?
Contact ProStaff OD. Do not leave the desk.
You Try to Assign a Key to a Resident, but the Key is Not Available in the System. What Do You Do?
1. Document the key assignment via a note on the resident's account, and in your shift report.
2. Contact the HC via email to inform them of the issue.
A Person Comes In Looking For an Office That Is Not In Hokona Zia, What Do You Do?
Direct the person to Hokona Zuni.
Who is Responsible for Cleaning Behind the Desk?
A Resident is Locked Out, but Their Spare Key Isn't in the Box. What Do You Do?
1. Contact Student Safety and ask them to escort the Resident to their room.
2. Inform the HC via email that the spare is not in the box.
3. Update your shift report accordingly.
The Hokona Classroom is Locked, and the Honors Class Needs to Be Let In. What Do You Do?
If HC Lexi or HC Jason are in their offices, ask them to unlock the door. If HC Lexi and HC Jason are not in office, contact ProStaff OD.
A Resident Lost Their Key, What Do You Do?
1. Verify the Resident's identity and room assignment.
2. Mark the issued keys as "Lost" on UNM Residence Simplicity.
3. Assign the Resident the spare key on UNM Residence Symplicity.
3. Notify the Resident's HC of the key loss via email, and update your shift report accordingly.
Resident Wants to Move Out. What Do You Tell Them?
Instruct the Resident to contact their HC regarding a Contract Release.
The Next RA is Running Late, What Do You Do?
1. Forward the duty phones.
2. Put up the "Desk is Closed" sign and close the windows.
3. Notify HC Jason and HC Lexi that you need to leave, and that the phones are forwarded.
A Resident Is Locked Out but Doesn't Have Their ID With Them, What Do You Do?
1. Contact Student Safety and ask them to escort the Resident to their room.
2. Update your shift report accordingly.
A Resident Asks to be Let into a Room That is Not Theirs. What Do You Do?
1. Ask why the Resident is asking to be let into a room that is not theirs.
2. Inform the Resident that Housing Staff cannot allow people to access rooms that are not theirs and that they will need to wait for the occupant of the room to let them in.
Note - if there is an emergency or extenuating circumstances, call ProStaff OD.
A Resident Damaged Their Key, What Do You Do?
1. Verify the Resident's identity and room assignment.
2. Collect the Resident's damaged key(s), and place them in the appropriate key box.
3. Mark the issued key(s) as "Damaged" on UNM Residence Simplicity.
4. Assign the Resident the spare key on UNM Residence Symplicity.
5. Notify the Resident's HC of the damaged key via email, and update your shift report accordingly.
A Resident Asks for a Room Change (After the App Closes), What Do You Do?
1. Ask the Resident why they want a room change (ex- are they experiencing issues in their room/with their roommate, are they looking for a different hall style, etc.).
2. Advise the Resident to Contact their RA and their HC for help finding a resolution.
Note: If the Resident is asking to move due to an emergency situation, contact ProStaff OD.
You Are Going to Miss a Desk Shift, What Do You Do?
1. Inform your direct supervisor of the conflict.
2. Attempt to swap shifts with another RA (in person, via the GroupMe, via email, etc.).
3. Update your supervisor as needed.
A Resident Reports That They Lost Their ID. What Do You Do?
Instruct the Resident to contact the Lobo Card office to shut off their current card, and get a replacement card.
Note: if the Lobo Card Office is closed/closing soon, you can issue the Resident a Temporary Fob. Please inform them that the fob must be returned as soon as they get their new card, or they will be charged a fee. Inform the HC of any fobs that are issued.
A Parent Calls to Request a Wellness Check, What Do You Do?
1. Collect the student's name and UNM ID number.
2. Ask the caller what the nature of the concern is, and if there are any mental or physical health issues at play.
3. Inform the caller that, if the person is a Resident, UNM Housing Staff will conduct a Wellness Check.
4. Inform the caller that UNM Housing Staff does not provide updates on Wellness Checks.
4. Contact ProStaff OD and report the information you collected.