The Phones
The office phone rings while you are on desk, how do you answer?
"Hello this is RA ____ in Residence Life, how can I help you?"
What do you do when a student walks into the office?
Greet the student politely and ask what you can help them with.
Where can you access the student lockout form?
On the canvas page!
Where can you find the desk schedule?
Google drive and on the desk.
What is office dresscode?
RA shirt or Ringling apparel that is in good condition
Name tag
What should the first shift of each day do with the phone?
Check for any voicemails. Respond accordingly.
A student walks in asking for an RA to escort them to pick up a DoorDash order. What do you do?
Walk the student out to the pick up area and back.
A student calls the duty phone during office hours and says they are locked out of their room. What do you do?
1. Get their full name that would be on the ID and where they are locked out of.
2. Look at the roster to make sure the student lives at that location.
3. Take the FOB keys on desk and meet with the student.
4. Once the student is let into the room, have them find and give you their ID.
When is the Residence Life office open?
Monday-Friday 8:30 am - 5:00 pm. After 5:00 pm the Greensboro office is open.
What should you NOT bring?
Headphones!
One of the duty phones gets a call, it might be a scammer. What do you do?
Answer the phone as you would if you were answering the office phone.
A student walks in asking that they need to speak to Trevor. What do you do?
1. Get the "who, what, when, where, why" information.
2. Write this on the "while you were out form"
3. Check if Trevor is busy and let him know the student is here (relay the info you collected
4. If he is available, send the student in. If not, instruct them to wait in one of the chairs.
A student recently got a new ID but it still isn't working. What do you do?
Check that Trevor or Erin were texted the student's name (ID name) and the updated FOB number on the ID. If they were, go with the student and let them into the building/room. Tell them it can take up to a day for the ID to activate.
When are Professional Staff in the office?
8:30 am - 4:30 pm Monday-Friday.
How do you check out a dolly?
Record the information on the ID in the checkout sheet.
Get the student's phone number and the dolly number
Record the time it was checked out.
A parent calls asking for information on their child at PreCollege. How do you respond?
Decline to give the parent information on their child and get them in contact with professional staff.
You and three other RAs are in the office talking and listening to loud music. A student walks in and has to yell over the volume to get your attention. What is wrong here?
- Talking at a high volume in the office
- Loud music
- RAs not on desk are getting in the way of you doing your job.
A student calls the office phone and says they are locked out. You respond accordingly. When the student is asked for their ID they say they don't have it.
Take the student with you to the residence life office to print a new ID.
RA 1 needs a desk shift covered because they are not available at that time because of their internship. RA 2 volunteers and says "don't worry about covering for me. I will ask when I need it." What is wrong with this?
The shift swap must be immediate. RA 2 cannot wait to tell RA 1 when they will need coverage. That is not fair.
When eating food in the office what should you do with it?
Throw it out but NOT in the reslife trash cans.
You are on the phone and the person asks to speak with a ProStaff member. What do you do?
First check if the prostaff member is available. If they are, transfer the call. If not, Take the caller's information, why they are calling, and let them know a prostaff member will be in contact or they can try again later.
A student walks into the office saying they lost their ID. How do you proceed?
1. Record the name that would be on their ID (not the preferred name)
2. Check in the roster if they are a student at precollege.
3. Fill out the google form with their name and ID number you got from the roster.
4.Proceed with printing the ID.
It is 10:45 pm in the Greensboro office. You get a call on the phone from a student saying they are locked out of the building. What do you do?
Proceed with the lockout as usual. However, you will also report the student for being outside the building after 10 pm. Remind the student of the curfew times.
What is the procedure to swap desk/duty shifts?
1. Find someone to swap shifts with.
2. Fill out the google form and submit it 2 days before the shift you need covered.
3. Wait for approval from HRAs/Trevor.
How long should you wait until you tell prostaff that the person coming after you has not shown up to desk yet?
5 minutes