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CC Expectations
Protocol and Procedure
Scenarios
100
What does RTS stand for?
What is Return to Sender
100
What kind of information do you put in the Communication Log?
What is details about the shift, any issues to communicate to the next person, etc...
100
T or F CC shifts start on Michigan time.
What is Definitely false.
100
A temporary key is turned back into the CC. What do you do?
What is check it out of the system (do not erase-- this doesn't check out the profile, just erases the card).
100
A resident locks themselves out. What do you do?
What is check the alpha list, check their Mcard or ask security questions, make a temp key or new key, log it in the lock out log, check out the key when it's returned.
200
What are the three categories of mail?
What is presorted standard, first class and non-profit mail
200
Name 3 logs used in the Community Center.
What is Communication, lock out, item checkout, alpha list, etc...
200
Describe how to close the CC.
What is shut down the computers, close the window, put the bar up and put BOTH pins in, put the keys in the mailbox shut off the light and close the CC door.
200
When you're putting logged packages on the shelf, what information do you put on the box and how do you put it on the shelf?
What is resident last name, date, indicate which bar code you scanned. Make sure the last name is visible when placing it on the shelf
200
A lost item is turned into the Community Center. Describe what you would do to log it.
What is Depending on the item ($100 or less), log in and put in the corresponding lost and found box. If greater than 100$ or item corresponding to identity call Housing Security and log it.
300
What is process for newspapers?
What is separate if more than one newspaper and place in the resident's mailbox. If their mailbox is full, check in the newspaper as a package and send an e-mail (in the canned responses)
300
Where is the RTS log, what kind of mail is logged there and name one kind of information is required when filling out the form?
What is return to sender log, packages being sent back to the sender - not a resident, wrong address, etc... Name, tracking number, was it logged in MDD, what residence hall was it delivered to
300
What are the expectations when you are changing CC shifts? (i.e. transition from one ResStaff member to another)
What is Clean up and organize the area--this includes clearing the desks, putting things away, cleaning the desks if needed, making sure all mail/packages are logged/sorted (or communicated to the next person that it needs to be logged), writing in the communication log, making sure keys/items that were checked out during your shift are returned.
300
What is the procedure for RTSing a package?
What is check the alpha list, log it in the RTS log, Cross out the ADDRESS (NOT BARCODES).
300
How would you process packages for the following individuals: 1: Hill Dining Center 2: MRC/WISE 3: Mike Wallace 4: Robin/Jelanni
What is 1: Call HDC 2: Log in for Val and email her or Chris, Tara Angie, etc... 3: Email Coach 4: Email Jelani/Robin
400
A former resident contacts you about a package they "accidentally" sent to their old address in MoJo. What do you do?
What is take down their information, put it in the communication log for other ResStaff logging mail. Tell them that we are able to hold their package for 24 hours after we receive it and they must bring photo ID when they come to pick it up.
400
A resident comes to check out of MoJo. What must they do to check out officially?
What is sign the action notice (usually located in the tray near the computer), give their permanent key (issue a temporary key if they are moving), have them check their mail box and for packages. Put the action notice in Robin's mailbox.
400
You need to leave the CC to use the restroom and there are no other ResStaff members around. What do you do?
What is Close the CC and put up the be right back sign.
400
A parent comes into the CC and is upset that they cannot get a hold of their child. They are getting very frustrated and won't leave the CC or the CC area. You are starting to feel unsafe. What do you do?
What is Reiterate to the parent that we cannot give out student information due to FERPA, try to sympathize with them (i.e. you understand that they're frustrated, etc...), call DPSS and/or the HD on duty and potentially see if someone can come be with you in the space if you are alone.
400
A parent comes to the CC and asks to drop off an item for a student. What do you do?
Relate to the parent that we can accept the item but cannot accept liability for it due to FERPA. Ask them to contact the student and that we cannot give out any student information.
500
Describe in detail the process of RTSing a package from when it arrives to when it is picked up to leave MoJo.
What is Check the alpha list to make sure the package is not for a current resident, add it to the RTS package log, write "RTS - Not Here" visibly on the package, cross out the Mosher Jordan Address BUT NOT THE BARCODE, put the package in the RTS mail bin. When the appropriate mail carrier arrives, check the RTS bin and give the pacakge to the mail carrier.
500
Describe the process for checking out a temporary Mcard and temporary dining ticket.
What is check that they're a resident, check the time (if the Mcard office is open, direct them there), if it's after hours, issue them a temp key and dining ticket (if needed), log it in the temp Mcard and dining ticket google form. Tell them they need to return the Mcard the next day (or the next business day).
500
The fire alarm goes off during your CC shift. What do you do?
What is close down the CC if possible (with your safety as a first priority), exit the building and tell residents to leave the building on your way out.
500
What does FERPA stand for and what is it?
What is Family Educational Rights and Privacy Act It gives parents certain rights with respect to their children's education records. These rights transfer to the student when they reach the age of 18 or attends a school beyond the high school level. Each student has the right to have their information protected. If there are any concerns about that, or an individual that needs more information to please page up or contact us during the day.
500
A parent calls the CC and says they need to get in touch with their student and that they're concerned that they haven't heard from them. What would you do?
What is tell them we cannot give out any student information but that they can call DPSS and ask for a wellness check. Give them DPSS's phone number.