ID Verification
A resident comes to pick up a package but says they forgot their ID. You recognize them. What do you do?
ID is still required. No ID = no package release.
A roommate wants to grab their roommate’s package. There is no written authorization. Can they pick it up?
No.
A package is addressed to someone who does not live on property. How should it be logged?
Logged as non-resident and placed on appropriate shelf.
A resident reports a missing package, and it is nowhere to be found. What is the first thing you should ask for?
Tracking number.
A resident is angry and says, “You lost my package.” Tracking shows it was delivered today but hasn’t been logged yet. What do you say?
Stay calm
Explain logging process
Offer to check
Do not admit fault prematurely
The name on the package says “Michael Thompson.” The resident’s ID says “Mike Thompson.” Is this acceptable?
Yes, if the last name and photo matches and it’s the same individual.
A resident calls the front desk saying “My mom can grab my package.” Is that enough?
Only if it is written confirmation from the resident including the full first and last name of the authorized person (and ID must match).
What step is required when logging in non-resident packages, that is not required when logging in resident packages?
Write the date logged in on the tag.
The tracking number shows delivered, but you can’t find it immediately. What is your next step?
Carefully search every package in the mailroom.
A resident tries to grab their package off the shelf without checking in. What do you do?
Stop them politely and explain the pickup procedure.
A resident shows a photo of their ID on their phone. Can you release the package?
If it matches, the package can be released. Make sure to confirm carefully!
A resident emails saying, “My friend Alex can grab my package.” Alex arrives. What must you verify?
Alex’s full first and last name must match written authorization, making sure their ID matches that name.
A non-resident shows up asking for their package. Can you release it?
Only if the resident provides the matching tracking information and proper ID verification is completed.
Where else should you check besides the package shelves?
The mail area. Sometimes paper mail is logged in as a package.
A resident claims they “always pick up without ID.” How do you respond?
Reinforce the policy politely. ID is required every time.
A resident says they left their wallet upstairs and asks if they can bring the ID down after you hand them the package. What do you do?
No package release until ID is physically presented.
A parent calls saying, “I pay the rent. I should be allowed to grab the package.” What do you say?
Only the resident or someone with written authorization can pick up the package.
A resident says, “It’s for my cousin but I’ll just grab it.” The package is addressed to the cousin (non-resident). What do you do?
Provide the resident with the front desk email, and ask that their cousin reach out to us with the tracking information and name of the pickup person.
If you scan an envelope with a tracking number into the system, where should it be placed?
On the package shelves.
There is a long line at the desk. A resident says, “Can you just hand it to me? You know me.” What do you do?
Follow policy. Verify ID. You should not skip procedure even during busy periods.
A resident presents ID, but the package tag was printed for a very similar name (example: “Sara Miller” vs “Sarah Miller”). What should you do before releasing?
Double/triple check original label on package to ensure correct assignment before releasing.
A resident is on speakerphone saying, “Yes, I authorize him right now.” Is that acceptable?
No. Authorization must be written prior to release.
A package was mistakenly logged under a resident but is actually addressed to a non-resident. What steps should you take?
Log out as an errant entry
Re-log in
Move to non-resident shelf
If a resident comes to collect a package that is not in Notifii, what should you do?
You should collect information from the resident such as:
Tracking number
Time the carrier marked it as delivered
You’re the only one at the desk. A line is forming. The phone is ringing. A resident says they are locked out. What would you do first?
Keep calm and controlled
Prioritize in-person resident
Provide emergency maintenance number
Do not leave desk unattended