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Desk Staff Manual
UMBC Residential Life
2013-2014
Page 1
Table of Contents
Chapter 1: Professionalism……………………………………………………………………………………………………4
Roles of the Desk Staff……………..……………………………………………………………………….……….4
Safety………………………………………………………………………………………………………………………..4
Security……………………………………………………………………………………………………………………..5
Service………………………………………………………………………………………………………………………5
Employment Criteria…………………………………………………………………………………………………..6
Employee Payroll…………………………………………………………………………………………………….....6
Desk Staff Expectations……………………………………………………………………………………………..7
Hours of Operations……………………………………………………………………………………………………9
Chapter 2: Opening & Closing Procedures…………………………………………………………………………….11
Desk Staff Check-In/Check-Out Procedures……………………………………………………………….11
Check-In…………………………………………………………………………………………………….....11
Check-Out……………………………………………………………………………………………………..12
Improper Check-Out Form………………………………………………………………………………12
Chapter 3: Maintaining the Safety of the Community…………………………………………………………….13
Procedures for Securing Service Desk Keys……….………………………………………………………13
Key Cabinets………………………………………………………………………….…………………………………13
During Each Shift Desk Staff…………………………………………………………………………………….14
Key Log Procedures………………………………………………………………………………………………….14
Core Change Procedure…………………………………………………………………………………………...16
Campus Duty System……………………………………………………………………………………………….17
Using the Duty System: Possible Situations……………………………………………………………....18
Guest Visitation Policy………………………………………………………………………………………………19
Policies in PMC, CPK, SUS, PAT, and ERK Halls………………………………………………19
Apartment Desks and Harbor Hall………………………………………………………………….20
“But I Don’t Have My I.D.”………………………………………………………………………………20
Restriction Lists……………………………………………………………………………………………..21
Confidentiality…………………………………………………………………………………………………………..22
General Resident and Confidential Information………………………………………………22
Confidentiality……………………………………………………………………………………………….23
Chapter 4: Responsiveness…………………………………………………………………………………………………23
Updates to Remember……………………………………………………………………………………………..23
Human Relations……………………………………………………………………………………………………..23
Operating Service Desk Phones………………………………………………………………………………..24
General Campus Information……………………………………………………………………………………26
General Campus Information Numbers………………………………………………………….26
Residential Life Staff and Desk Phone Numbers…………………………………………....26
Mail…………………………………………………………………………………………………………………………28
Desk Supplies & Equipment……………………………………………………………………………………..29
Chapter 5: Using Your Resources…………………………………………………………………………………………30
Meeting Rooms and Study Rooms: Use and Reservation Procedures………………………….30
Reserving a Meeting Room…………………………………………………………………………….30
Meeting Room Use and Procedures……………………………………………………………….31
Campus Resources…………………………………………………………………………………………………..33
Chapter 6: What Should I Do Scenarios..……………………………………………………………………………..34
Scenario 1: Irrate Customer at the Desk………………………………………………………………………….34
UMBC Residential Life | DS Manual | 2013-2014 | Page 2
Scenario 2: Late Shift and Relieving Desk Staffer Doesn’t Show……………………………………….34
Scenario 3: Missing Package…………………………………………………………………………………………..35
Scenario 4: Non-Compliance to ID Policy………………………………………………………………………….35
Scenario 5: What If I Need Coverage for a Desk Shift………………………………………………………35
Scenario 6: Residents Fail to Return Borrowed Equipment on Time………………………………….35
Scenario 7: Residents Fail to Turn in Lock-Out Key after Extension Is Granted…………………..35
Scenario 8: Staff Issues………………………………………………………………………………………………….36
Scenario 9: Inaccurate Key Audits…………………………………………………………………………………..36
Scenario 10: Residents Don’t Check the Mailbox and it is full to capacity………………………….36
Chapter 7: Appendix…………………………..………………………………………………………....……………………37
UMBC Residential Life | DS Manual | 2013-2014 | Page 3
Chapter 1: Professionalism
As a member of the UMBC Residential Life Staff, you make a commitment to serving all persons
entering the community effectively and efficiently by maintaining appropriate
 Behaviors
 Attitudes, and
 Appearance
That Communicate
 Integrity
 Competence and
 Credibility
This means that when any one approaches the desk, whether it is a resident student, nonresident student, parent, visitor, ONESOURCE staff member, or a Residential Life staff member,
you are to put your best foot forward. As staff members of Residential Life, you are
representatives of the UMBC community, and people are counting on your skills and expertise.
In this chapter we will Review:
1)
2)
3)
4)
5)
Roles of the Desk Staff
Employment criteria for desk staff personnel
Desk staff Expectations
Hall/Apartment hours and seasons of operation
Employee Payroll
Roles of the Desk Staff
The desk of each community has three major roles:
 To promote safety,
 To promote security, and
 To provide service.
SAFETY
The safety of the residence halls and apartments is the shared responsibility of the desk staff
and students living in each community. In order to promote residents’ safety desk staff will:






Respond to crisis events by calling the appropriate people (Police: x5-5555)
Remain alert while at the desk to ensure residents’ personal and public safety.
Notify the Desk Manager and Community Director of any irregular activity that may occur
in the community.
Respond to concerns in a timely manner.
Report any facilities problems to the FXIT line (x5-3948).
See the “Emergency Response Guide” for more information on handling crises in the
Residential Community.
UMBC Residential Life | DS Manual | 2013-2014 | Page 4
SECURITY
In order to uphold the security of the community, the desk staff will:
 Check the ID of every student who enters the building each time. (Excluding Apartments
and Harbor Hall)
 Sign in all non-resident guests, who present a valid picture ID, with their hosts.
 Collect a color-specific residential ID from apartment and residential students not living
in that particular community and sign them into the building.
 Ensure that main doors lock at 10:00pm.
 Report any policy violations to the Community Director
 Properly maintain DVR as directed by facilities, DM.
 Fill out proper Alarm Report.
 Listen for and respond to the weather radio.
SERVICE
As a member of the desk staff you also play a large role in providing good customer service to
everyone who approaches the desk whether they be a student, a resident, a staff member, a
parent or a visitor of any kind. Be mindful, that as a desk staffer students view you as a
resource to help them connect with the residential, academic, as well as off campus
communities. Therefore, familiarize yourself with campus surroundings and common places of
interest. For further assistance, see the “Community Living Guide” or campus phone
directories.
Employment Criteria
Students applying for the desk staff must meet the following requirements:


Earn a minimum of a 2.0 cumulative and semester GPA.
Turn in a completed desk staff application prior to the application deadline. This will be
placed on file in Residential Life.
For continued employment students must:
 Maintain a minimum of a 2.0 cumulative GPA.
 Not have a semester GPA below a 2.0 for two consecutive semesters.
 Continue receiving satisfactory evaluations. Employees are evaluated by their desk
manager at the end of each semester.
EMPLOYEE PAYROLL





Desk staff must record their hours each shift in the Continuous Time Log.
It is your responsibility to record your hours. If you forget, you may not get paid.
The DM/ACD will combine the hours on the time sheet and turn the completed payroll into
Accounting.
You may pick up your paycheck on the scheduled payday (usually every other Friday) after
11:00am in Residential Life, Erickson Hall. Remember to bring your ID with you!
Desk Staff are paid hourly. Your pay rate can be found in the “Desk Staff Job Description”.
UMBC Residential Life | DS Manual | 2013-2014 | Page 5
Desk Staff Expectations
Remember: Continuing employment as a desk staffer is contingent on meeting the following expectations.
Failure to act on the following expectations could result in disciplinary action, including probation or
termination from desk staff.
DO:
1. Abide by all Residential rules and regulations while holding others accountable to these policies.
Any employee found responsible of a violation of the Code of Student Conduct or the Residential
Life Rules and Regulations faces employment termination.
2. Attend all scheduled and emergency shifts/meetings as directed by the DM.
3. Arrive 10 minutes before your shift begins.
4. Be responsible for your shift:
(1) Call the desk if you are running late.
(2) Find someone to substitute for you in the event that you are unable to report to the desk.
(Call DS of your community, DS in other areas, DM, RA in the building/community, RA from
another community.)
(3) If the desk shift is not covered, the desk staff member on the schedule will be held
responsible.
5. Get sufficient sleep before your shift.
6. Make eye contact with each person who passes the desk. Smile when you greet people at the
desk.
7. Say “Thank you” to residents and visitors who show you their IDs.
8. Read the desk log and sign-in as soon as you arrive on your shift.
9. Keep all keys out of sight of visitors (and in their appropriate location).
10. Keep the desk clean and organized. Food and drinks should be kept to a minimum.
11. Keep the door to the desk closed while working your shift.
12. Respond to emergency situations by calling the appropriate people and completing the proper
paperwork. Respond to paperwork in a timely manner. Information forms should be submitted
online immediately (or by 9:00AM the following day at the latest).
13. Report to the desk in appropriate apparel: pants/shorts, shoes and issued shirt must be worn.
14. Keep personal phone calls and texts to a minimum while working. Phone calls and text
messages should not hinder your ability to assist students and guests.
15. Communicate with one another by recording occurrences in the desk log.
16. Complete key audits during each shift.
17. Enforce lobby guidelines:
Guidelines for Community Lobbies
1.
2.
3.
4.
5.
6.
No drinking or possession of alcoholic beverages.
No excessive noise.
No animals or pets.
No abuse of furniture.
No littering.
No loitering, solicitation or posting by any group or
organization without permission from the Residential Life
Office. Restrooms are not open to the general public.
7. Postings must have an official stamp from residential Life.
8. No physical activities: football, Frisbee, roller-blading,
wrestling, etc.
UMBC Residential Life | DS Manual | 2013-2014 | Page 6
9. No smoking.
10. Those watching TV must reach a consensus.
* TV preference is given to guests/residents not Desk Staff!
DO NOT:
1) Entertain guests either behind the desk or in front of the desk area.
2) Be consumed by any activity (studying, eating, watching television, and talking with a friend)
which interferes with your performance at the desk.
3) Smoke while in the desk area.
4) Allow persons behind the desk who are not one of the following: DS, RA, MA, ACD, DM, CD or
Central Office Staff members.
5) Leave the desk unattended. *If you need to leave the desk call another DS, an RA, the DM or
ACD to replace you. Remember, the RA on duty cannot cover desk shifts.*
6) Play radios, television, or computer speakers at a high volume.
7) Use mind-altering drugs (alcohol, barbiturates, amphetamines, etc.) before or during your shift.
8) Sleep while working at the desk.
UMBC Residential Life | DS Manual | 2013-2014 | Page 7
Hours of Operations
RESIDENCE HALLS
 Residence hall desks will be open 24 hours/day.
 With the exception of Patapsco Hall East and South wings and 6 floors in Harbor Hall which
are open for a full 9 months, residence halls and their desks close for Thanksgiving, Winter,
and Spring Breaks.

Thanksgiving and Spring breaks: Desks close at 8pm the evening of the last day of class.
Harbor desk is not open during these breaks.
o The hall desks reopen at noon the Sunday before classes begin.

Winter Break: Desks close at 8pm on the last day of exams.
o The hall desks open two or three days prior to the beginning of Fall and Spring
classes.
o Harbor desk is open during part of Winter Break.
 Apartment holiday hours of operation
▪ Thanksgiving Break: Desks close at 8:00pm the evening of the last day of class.
 Desks reopen for normal operation at 4:00pm the Sunday before classes
begin

Winter Break: Desks close at 8:00pm the last day of final exams.
 Desks reopen for normal operation at 4:00pm the Sunday before classes
begin.

Spring Break: Desks close at 8:00pm the Friday prior to break.
 Desks reopen for normal operation at 4:00pm the Sunday before classes
begin.
 If the University is closed for any reason during these days the desk will be
closed.
UMBC Residential Life | DS Manual | 2013-2014 | Page 8
Chapter 2: Student Check-in and Check-out
Check-in / Check-out Procedures
Check-in
Students and parents often base their opinions of a community on their first interactions with
staff. To make a good first impression, it is important that desk staffers are aware of their
responsibilities during opening and closing. The main expectations for desk staffers during
check-in are as follows:



During fall semester check-in, the desk distributes keys and the Rights & Responsibilities
Guide.
Check-in stations are determined by the CD and DM.
The following procedures are followed by both Hall and Apartment communities:
1. Desk staff verifies that the resident’s name is on the alpha roster.
2. Staff ensures that Meningitis compliance date appears next to each resident’s name on
the Meningitis compliance roster. If resident does not have proof of vaccination from
University Health Services the student must sign a Meningitis Waiver in order to be
checked in to the building.
3. If the student’s name is not on the alpha roster, desk staff should notify their Community
Director to seek further instruction.
4. The desk staff also verify that the resident has checked-in online prior to arrival. If the
resident has not, they will need to use the laptop to check-in online before receiving a
key. (see Addendum)
5. Desk Staff will give the resident their key and/or encode their UMBC ID card for Onity
access and resident ID card.
6. A Welcome Week table will be set up to give out Welcome Week information.
*Note that a desk staff member’s responsibility during the check-in process may vary
slightly by community. If you have questions, ask your Community Director.
Check-out
The desk does play a role in the check-out process; however, the RAs are responsible for
checking out students who are a) not returning to campus or the same community for the
Spring Semester, b) receiving a license release, or c) closing at end of the Spring Semester.
Desk staff will:



Sign out moving carts, vacuum cleaners and cleaning supplies to residents. A picture ID
is required and there is a 30 minute limit.
Provide information and direct students to an RA that can assist them with checkout.
NOT accept keys during check-out.
UMBC Residential Life | DS Manual | 2013-2014 | Page 9

Complete an Improper Checkout Form when a student checks out improperly
Improper Checkout Form
Residents may NOT simply turn their keys into the desk and check out of their space. Any
resident who turns their keys into the desk must fill out an “Improper Checkout” Form. The box
next to “Unapproved” should be initialed, and all other blanks filled out. The resident receives
the top copy of the form, and the back copy should be placed in your DM’s box. Leave a
voicemail for the DM and CD to inform them of the situation.
Improper Check-Out Form
Residential Life
Resident Name: ______________________________________________________________________
Last
First
MI
Room Assignment: ____________________________________ Home Phone #:_________________
Unapproved checkout. I understand that I am removing my belongings from my room and/or returning my key
to staff without having been released from my contract with Residential Life. I also understand that I remain
responsible for payment of all charges for room (and board, if applicable) unless I have submitted a “Request
for Release from Contract” form and I have been notified in writing that my release has been approved.
Late checkout. I understand that I have checked out past the deadline established and advertised by
Residential Life. I also understand that a late fee may be charged to my student account.
Appointments. I understand that a penalty will be charged to my student account because I have failed to
check out with a Resident Assistant per the instructions provided to me
Resident Signature: ________________________________________ Date: _____________________
Staff Signature: ___________________________________________ Date: _____________________
9010-018 (rev. 07/08)
White – Student
Yellow - RL
UMBC Residential Life | DS Manual | 2013-2014 | Page 10
Chapter 3: Maintaining the Safety of the
Community
The Department’s “Emergency Response Guide” explains what to do in most situations. When
in doubt in an emergency situation, rely upon the University Police, the Community Director on
Duty, and your community’s RA on Duty.
Ensuring the safety of residence halls and apartments is a responsibility shared by all members
of the UMBC community. Resident Assistants, Desk Staff, Assistant Community Directors, and
Community Directors as well as University Police and Maintenance Assistants work as a team to
assist in students in their safety. Although maintaining the safety of the community is a shared
responsibility, the following are centralized to the desk staff position.
PROCEDURES for SECURING SERVICE DESK KEYS
Securing a community’s keys is a major responsibility of all Residential Life staff. It is
paramount that the desk staff monitors keys at all times. They should never be taken outside of
the building/community, which includes trips to the dining hall. Master keys must never be
used by individuals other than RAs, MAs, ACDs, CDs, or Central Staff.
KEY CABINETS:
For communities that still use keys, there are two key cabinets mounted in the desk area. One
cabinet houses a spare key for each room in your community. This cabinet is to be used for lock
out purposes only. The other cabinet is accessed by the Community Director, Assistant
Community Director, or Desk Manager only and is used for opening, room changes and closing.
Desk staff responsibilities are as follows:
1) Complete a key audit each shift.
2) Ensure that all keys are organized and accounted for at all times.
3) Enforce key control policies and procedures as outlined in both Desk Staff and
Paraprofessional manuals.
4) Complete accurate and consistent inventories.
5) Oversee the lockout process maintaining key security through ID verification and the
completion of accurate paperwork.
6) Hang keys in the correct location when returning keys to the keyboard.
7) Communicate regularly with DM and CD about key issues.
UMBC Residential Life | DS Manual | 2013-2014 | Page 11
DURING EACH SHIFT DESK STAFF
WILL:





Keep the lock box closed unless a key is currently being removed or returned.
Return keys to their proper slot in the lockbox as soon as residents return them.
Complete an inventory of the keys that are currently missing from the lockout box.
Notify the DM of any keys that have been misplaced or are missing.
Before signing out a key to a resident, check their ID and/or verify that the person
signing out a key is a resident of that room.
WILL NEVER:
 Give a key to someone who is not a resident of that particular room unless authorized to
do so by the CD. (This also applies RAs, MAs, suitemates, parents and visitors.)
 Leave keys out of the key box or take a key outside of the immediate desk area.
 Give out a key without following proper key check-out procedure.
DURING the 10am-12pm SHIFT Monday - Friday


Call all residents with keys signed out the previous day (prior to 12 am of current day)
reminding them the keys are due at noon and make a note on the Resident Registration
Information Form of the time they were called.
Keys lost between 2 pm Friday and 12 am Monday are due back to the desk by Noon on
Monday.
DURING the 12pm-2pm SHIFT Monday - Friday


For each key checked out the previous day not yet returned by noon, fill out a separate “Core
Change Request” form and submit to CD by e-mail. For keys not returned or lost over the
weekend, the Core Change Report will be completed during the 12 pm – 2 pm shift on
Monday.
Once the CD reviews, approves, and receives the form back from Facilities, s/he will return
copy to desk. DS will file form in Core Change Binder.
KEY LOG PROCEDURES


During each shift change, the new Desk Staff Employee will complete a key audit of the lockout box using the “Key Log” form.
Completing a Key Log Form:
 Open the lock-out box and record all missing keys/swipe cards.
 Check the Resident Registration Information Form (in binder with post-it tab on it) to see
which keys are loaned.
 If circumstances arise that a key is missing and there is no record of its whereabouts,
immediately contact the DM.
UMBC Residential Life | DS Manual | 2013-2014 | Page 12
KEY SIGN-OUT PROCEDURES:
KEY OUT
RESIDENT
1. Requests key to
specific room or a
building swipe card.
5. Signs key sign out
DESK STAFF
2. Checks ID, verifies
person is a resident of
that room.
3. Completes key sign out
on the Resident
Registration Information
Form
4. Explains key due time &
date, core change policy,
and that keys should not be
given to anyone else.
KEY IN
RESIDENT
1. Returns undamaged
key to Desk Staff.
4. Signs the key sign-out
form again indicating the
key has been returned.
6. Place post-it tab on form
to indicate a key is loaned.
6. Remove key tag from
hook indicating key has
been returned.
7. Returns key to its
appropriate location in
the cabinet
7. Place key tag on hook
with “key on loan” side
facing out.

DESK STAFF
2. Pulls the resident
registration form for that
resident.
3. Verifies that the
number on the returned
key matches that of the
one checked out.
5. Initials the key signout form, records the
date of return and refiles
it in the binder
I understand that keys not returned by 12 Noon of the next business day or by the due date, whichever is later,
will result in my lock being changed at my expense.
____________________________________________
Resident Signature
I understand that loaning my key to another resident, duplicating my key, or other forms of
misuse is a violation of The Code of Student Conduct and may result in judicial or other penalties.
Items Borrowed
Date Out
Time Out
DS Initials
Due
Date In
Time In
DS Initials
Date/Time

Swipe
Key
Resident Signature
Resident Signature
UMBC Residential Life | DS Manual | 2013-2014 | Page 13
WO # for
Core Change
Date of
Core
Change
CORE CHANGE PROCEDURE
1.) To request a core change for an overdue key (12pm-2pm shift ONLY):




Verify the key is overdue by comparing the date of sign out to current date.
Complete a separate “Core Change Request” form on the desk computer for each
incidence of a missing key and e-mail to the CD.
Remove “key on loan” tag from the lockout box and flip over so that “core change
submitted” is facing out.
After the CD has reviewed, approved, and received a work order number from Facilities,
the CD will return a copy of the “Core Change Request” form to the desk to be filed in the
Core Change Binder.
2.) The lock shop delivers Core Change Keys to the desk:




Check the new keys to make sure they are printed with the correct key number.
Ask the Lock shop representative to sign the “Core Change Request” form indicating
which keys were delivered.
Remove old keys from the lockout box and recycle in specified bin.
Hang all new keys in the lockout and administrative boxes.
3.) Residents sign out Core Change keys at the desk:



Call residents of that room and notify them that the core change has been completed
and their new keys should be picked up from the desk immediately.
Each resident must sign for the new key on “Core Change Request” form in the binder.
New keys should be picked up and signed out within one week. Call residents that do
not sign out the new key within two days. Notify the DM with any concerns.
UMBC Residential Life | DS Manual | 2013-2014 | Page 14
CAMPUS DUTY SYSTEM
The desk staff plays a very important role in linking residents to staff members-on-call during
non-business hours. Every night the following staff members are on duty and can be contacted
in emergency situations:
 Resident Assistant in each community (two on Thursday nights)
CONTACT: Call room extension.
 The RA on duty will check-in at their residence hall
or apartment desk by 7pm daily and leave their name
and ext. Apartment RAs will also call-in to their sister
desk.
 Maintenance Assistant
CONTACT: Call cell phone: (443) 257-4478
If no answer within 5 minutes, call home extension.
The MA on duty will call the PMC desk at 7pm daily
and leave their name and extension.
Do not distribute the MA’s cell number or home ext.
 Community Director (On call 4:30pm- 8:30am weekdays &
24 hours during the weekends)
CONTACT: Cell phone (410) 916-7344
If no answer within 5 minutes, dial the CD’s home number,
which is available from the Patapsco Desk.
Do not distribute or transfer calls to the CD’s cell phone
number or home extension.
 Campus Police x 5-5555
 Central Office (contacted by CD on duty only)
If the scheduled RA-on-Duty does not check-in by 7pm they are LATE. It the DS responsibility to:



Attempt to contact the RA (check RA-on-duty schedule at the desk).
Leave a phone message on the CD’s office phone and a written message in the log to the
CD and DM explaining that the RA was late.
Call and inform the CD on-duty of the situation. He or she may ask you to assist in locating
an alternate RA to be on duty until the original RA can be located.
UMBC Residential Life | DS Manual | 2013-2014 | Page 15
USING THE DUTY SYSTEM: POSSIBLE SITUATIONS
SITUATION:
DESK STAFF RESPONSES
Noise Violation
1. As a first step, ask the resident if they have talked with the noisy
party and asked them to quiet down.
2. If the problem persists or if the resident is uncomfortable
confronting their neighbor, call the RA on-duty and ask them to
talk to the residents.
3. Note the situation and your response in the Official Log.
Violence/Medical
Emergency
1. Call UMBC police at x 5-5555.
2. Contact the RA on-duty and the CD on-duty immediately.
3. Note the situation and your response in the Official Log.
4. If you witnessed the situation, write up an information form.
*Remember to turn the information form into the CD immediately!
Unauthorized entry
of building.
(Includes individuals
who enter, but
refuse to present ID)
1. Record any description of the person, who they were with, and
what they were wearing when they entered.
2. Call UMBC police at 5-5555.
3. Contact the RA on-duty and the CD on-duty immediately.
4. Note the situation and your response in the Official Log
5. Fill out an information form and turn into the CD immediately!
Situations that do
not pose danger or
safety concerns to
individuals or
property.
(i.e., upset resident,
unable to enter
room, roommate
problems, etc.)
1. Call the RA on-duty.
2. Note the situation and your response in the Official Log.
3. If you witnessed the situation, fill out an information form.
When taking calls from residents, take down the following information:




Name, room number, and telephone number of caller.
Name, location, and telephone number of persons causing the disruption.
Physical appearance and information on individuals involved in the incident.
Where the RA on-duty should meet the caller.
UMBC Residential Life | DS Manual | 2013-2014 | Page 16
GUEST VISITATION POLICY
POLICIES in Potomac, Chesapeake, Susquehanna, Patapsco and Erickson Halls:
1. Off-campus visitors (including family members and UMBC students who are non-residents)
MUST be signed in at the desk in order to proceed beyond the lobby. Guests:



regardless of age or relationship to their host, must provide a valid UMBC, high school or
college ID, military ID, or a state issued ID, such as a valid driver’s license (photo or nonphoto), passport, green card, or employment ID to gain entrance into the residence hall.
Information from the ID will be recorded at the desk, but the ID will not be kept.
have their host meet them at the service desk, and escort them to their room. Courtesy
phones may be used to call their host.
The resident host will leave their residential ID at the desk while their guess are still
signed in and should stop by the service desk and pick up their ID once all guests have
checked-out.
2. UMBC Resident Visitors must leave their Resident ID card (colored according to community)
at the desk and be signed-in by DS but does not need to have a host take them through the
building.
3. UMBC Residents must show a current ID (correct color) every time they enter the building. If
they are non-compliant they should be documented through the on-line conduct system.
4. UMBC Residential Life Employees (RAs, MAs, DMs, ACDs/CDs, and Central Staff) should
show their IDs every time they enter the building, but do not need to leave it at the desk.
Look for the staff white ID card, nametag, or badge. RA & DM staff must show their
Resident ID in any building other than the one that they live in. Concerns with staff not
showing their ID should be reported immediately to your CD.
5. AMB Employees (housekeeping) will sign in and out of the building at the beginning and end
of the workday. They do not need to leave an ID.
6. Vendors (laundry, vending machines) should show an employee ID if they are not in uniform
or accompanied by a Residential Life staff member. Some communities may have vendors
sign-in at the desk.
7. University Police do not need to show an ID. When they enter the building it is your
responsibility to:
 Inquire as to the nature of their visit and ask if they need your assistance.
 Record this information in the Official Log.
 Call the building CD or the CD on-duty if the situation needs their attention.
UMBC Residential Life | DS Manual | 2013-2014 | Page 17
8. University Maintenance Personnel will sign-in a designated log-in book at the desk when they
enter the building.
9. Delivery persons (Papa John’s, Golden Gate, etc.) are NOT to go past lobby areas or enter
students’ rooms. They must contact the residents using the service phones in the lobby. If
by chance the residents do not answer, as a courtesy you can call the suitemates to try to
locate the resident. This is a courtesy; you are not obliged to hunt down residents for
delivery persons.
10. Solicitors are not permitted to solicit in residence halls and apartments. If they enter the
building you should ask them to leave. If noncompliant, contact UMBC Police and the CDon-Duty or the CD of the community to escort them out.
APARTMENT DESKS and HARBOR HALL




Hosts are not required to sign in their guests, but are responsible for them and their
actions, and thus must accompany them throughout the community.
Guests should carry a photo ID with them at all times and show their ID if asked to do so
by UMBC police or staff member.
Apartment and Harbor Hall guests must adhere to all UMBC policies.
Residents should never loan their ID to anyone. No Exceptions.
“BUT I DON’T HAVE MY I.D.!”

UMBC student visitors who are residents of other halls/apartments and forget their
colored hall-specific ID card should:
1) Go back and get their colored hall specific ID or
2) Be signed in as an off-campus visitor, present a valid photo ID, and be escorted
by a host.

Residents of your community who forgot their hall-specific ID: Desk staff can verify they
live in that building by verifying their student number, birth date, or any valid identifying
information (i.e. home address, emergency contact person). They should then check this
information against the alpha roster or resident registration information form. Desk staff
should remind them to carry their ID with them at all times and record the incident in the
on-line conduct system.
Non-Resident visitors of Patapsco, Potomac, Erickson, Susquehanna and Chesapeake:
If a visitor does not have a current, photo ID they may NOT enter the building. * If the
visitor has traveled a long distance and has no place to stay, is intoxicated and/or

UMBC Residential Life | DS Manual | 2013-2014 | Page 18

unable to drive, call either the CD of that community or the CD on-duty and they may give
special exception. *
In addition, minors 16 and under, who do not have a valid picture ID are allowed to be
signed in under their host after the CD of that community or the CD on-duty has been
consulted
RESTRICTION LISTS



For safety reasons, people may be restricted from the entire residential community, the
True Grit’s Dining Hall or specific communities. They should be denied entry and
required to leave immediately.
If someone from the restriction list enters the building, call the CD of that community or
CD-on-Duty and the UMBC police at 5-5555 immediately!
A confidential restriction list (viewed only by residential life staff) is kept at each desk.
This list will be updated as necessary and desk staff should familiarize themselves with
the list and check it against the sign in list once each desk shift. When a new list is
brought to the desk, the old one should be placed in the CD’s box to be shredded.
THE PANIC BUTTON
A panic button has been installed at each desk and has been designed to quietly notify the
police in an emergency situation when you are not able to call them. When the button is
pushed, an alarm sounds at the dispatcher’s station in University Police and they will then send
officers to your location to investigate the matter.
Examples of Usage
 Students who are threatening you and you cannot call for assistance
 Situations where a weapon is present
 Anytime you need police assistance and it is not safe to make a phone call
When not to use it
 During a fire alarm
 Bomb threat
 Weather emergency
 An ambulance is needed
 When there are other staff members around who can call (i.e. you are busy checking ID
cards and the RA needs the police for a drunk student)
UMBC Residential Life | DS Manual | 2013-2014 | Page 19
Confidentiality
The desk has access to information of a confidential nature. For the safety and privacy of
residents, desk staff should not share this information with anyone.
Remember, sharing confidential information with unauthorized persons could result in employment
termination!
GENERAL RESIDENT AND CONFIDENTIAL INFORMATION:

Rosters and floor plans are located at the service desk and are confidential.

Resident students’ home information is kept at the desk. This information is confidential
and is not to be given out. Only authorized Residential Life staff has access to this
information.

Only Residential Life Professional staff should notify parents or emergency contacts
about occurrences involving residents. Desk Staff should NEVER notify parents or
emergency contacts concerning resident students.
CONFIDENTIALITY

To protect UMBC residents, desk staffs are NEVER to give out a student’s address
resident/apartment room number, their birth date or UMBC ID number.

The home extensions of CDs, ACDs and MAs are never to be given out to callers. You
may give out their office extension or transfer the call to the CD’s or ACD’s office.
UMBC Residential Life | DS Manual | 2013-2014 | Page 20
Chapter 4: Responsiveness
As a staff we are to not only to be accessible but also work effectively and collaboratively with
students and guests in a timely fashion to develop and provide services that meet their needs.
In order to accomplish this, desk staff must be knowledgeable in the following areas.
1.
2.
3.
4.
5.
Human Relations
Operating the service desk telephone
Mail
Desk Staff Resources
Desk Supplies: Toilet paper, vacuum cleaners, games, plungers.
Updates to Remember

The Apartment Community Center desk has employed “Package Inventories” to ensure
the safety and security of mail packages. Before and after each shift, desk staffers must
complete the inventory to account for every package that is/was in their possession
during their shift.

If you take a shift in various communities, it is your responsibility to learn the specific
procedures implemented at the desk. Please ask the desk staffers or DM/ACD of the
community about specifics to ensure that you will deliver optimal customer service!
Human Relations
Displaying a good attitude is often the key to success! The attitudes you choose to display
affect not only you, but also those with whom you come into contact including co-workers,
parents, students, and visitors. Desk staff members should demonstrate an attitude of
approachability, availability, friendliness and composure.
In the event a visitor or student seems upset:
1) Listen actively to the customer who is expressing a problem.
2) Demonstrate empathy by imagining yourself in the customer’s situation. Give reassuring
nods, and ask clarifying questions if you do not understand.
3) Repeat back to person what you think they are saying to you.
4) DO NOT ignore the situation!! Reassure the customer by telling them that you will help
them and clearly explain what actions you will be taking to do so.
5) If you feel that you do not have the expertise to help in this particular situation, contact
someone you believe will be able to help.
UMBC Residential Life | DS Manual | 2013-2014 | Page 21
6) NEVER leave the situation unresolved. Follow through until either a satisfactory solution
is reached or the person has been referred to someone who can help.
Operating Service Desk Phones
ANSWERING THE PHONE:
When you answer the phone greets the caller and offers them the desk name, your name, and
your help as in the following example,
“Good morning, Erickson main desk. This is Joe. How may I help you?”
DESK EMERGENCY EXTENSIONS:
Each residence hall desk has an emergency number, which is confidential and only used for
incoming calls:
Susquehanna
Chesapeake
Patapsco
Potomac
Erickson
Harbor Hall
1
x 2-3005
x 2-3006
x 2-3007
x 2-3008
x 2-7500
x 2-7800
GENERAL RULES:
FORWD
Ma M
1) Personal calls are not
permitted on the desk
phone.
Main Ext
RECORD
Second Line
SAV
2) Desk phones are for
professional use by desk
staff members only.
3) Phone calls are a top priority
of the desk staff member on
duty and should be
attended to immediately.
SKIP
LISTEN
1
2
3
4
5
6
7
8
9
1
0
1
1
1
2
HELP
ENTER
STOP
DEL
FWD
FLASH
HOLD
CONNECT
UMBC Residential Life | DS Manual | 2013-2014 | Page 22
TRANSFER
PLACING CALLERS ON HOLD:
1) Always find out the purpose of the call before putting the caller on hold. We trust your
judgment to determine which priority you should address matters at the desk.
2) When receiving multiple calls at once:
i) Answer the first call,
ii) “Hello, Potomac front desk. This is Carol. I have another caller on the line, could you
hold please?” wait for answer prior to moving to iii;
iii) Press the hold button and answer the other line in the same manner.
iv) Return to the first caller by pressing the button next the extension they called. The
light will be blinking.
v) When the first caller has been helped, continue with the second by pressing the
button next to the remaining blinking light.
TRANSFERING CALLS:
Students may need you to transfer their call to another section of campus. (For
important campus numbers see the following section.) To transfer a call:
1)
2)
3)
4)
Tell the caller you will transfer them.
Press the button marked “transfer” on the phone.
Dial the number to which you are transferring the call. You will hear it ringing.
Hang up the receiver.
FORWARDING/UNFORWARDING THE PHONE:
At the Erickson East desk the phone must be forwarded when the desk is closed. To forward
the phone:
1)
2)
3)
4)
5)
Press the button adjacent to the extension of the service phone.
You will hear a dial tone.
Press the button marked “forward” at the top of the phone.
Dial the extension to which the phone should be forwarded.
Press the button adjacent to the extension of the service phone.
To unforward the phone:
1)
2)
3)
Press the extension button.
Press the forward button.
Press the extension button again.
LOBBY PHONES:
1. Lobby phones are located in the lobby of most residence halls and in or near the laundry
rooms in the apartments.
2. They are available for the use of residents and visitors for calling their hosts.
3. A 2-3 minute time limit is placed on the usage of these phones.
UMBC Residential Life | DS Manual | 2013-2014 | Page 23
General Campus Information
Media Inquiries
Inquiries from the media (newspaper reporters including the Retriever, news reporters, etc)
should be referred directly to public relations (x5-6380) or the director of residential life (53932). Desk staff should not comment on stories as an employee of residential life and while
working at the desk.
______________
General campus information and directions should be given to the best of your ability. Give as
much information as possible. If you can’t provide adequate information, direct them to the
proper office or person.
General Campus Information Numbers:
Dial-a-menu
x 5-1200
Campus Police
x 5-5555
Dining Hall
x 5-1207
Commons Info Desk
x 5-1000
Food Services
x 5-2188
Athletics
x 5-2129
Residential Operations
x 5-8832
Financial Aid Office
x 5-2387
Academic Advising
x 5-3158
Bus Charter/Shuttle System x 5-2454
Telecommunications x 5-2100
Health Services
Bookstore
Library
Counseling Center
Residential Educ
FXIT
Stud Jud Programs
Office of Technology
Parking Services
Admissions
x 5-2542
x 5-2665
x 5-2232
x 5-2472
x 5-3932
x 5-3948
x 5-2453
x 5-3838
x 5-2551
x 5-2537
Residential Life Staff and Desk Phone Numbers:
 Resident Assistant phone numbers must be given if asked for. These are not confidential
phone numbers!
 Community Director and Assistant Community Director office numbers are not confidential
and should be given if asked:
CD Office
Susquehanna
Chesapeake
Patapsco
Patapsco (ACD)
Patapsco West
Erickson (CD)
Erickson (ACD)
x 5-1901
x 5-1801
x 5-1701
x 2-0917
x 5-3189
x 5-1994
Desk
x 2-1000
x 2-0300
x 2-0500
x 2-0915
x 2-7400
x 2-7600
CD office
Desk
West Hill
Terrace
x 5-1601 x 2-7100
x 5-1897 x 2-7200
Potomac
Harbor (CD)
Harbor (ACD)
Walker Ave
x 5-8601 x 2-0700
x 5-3575 x 2-7700
x 5-3576
x 5-1757
REMEMBER: Community Director, Desk Manager, Assistant Community Director and Maintenance
Assistant apartment and room phone numbers are confidential. Do not give out these numbers.
UMBC Residential Life | DS Manual | 2013-2014 | Page 24
Housing Information


On weekdays between 8:30am and 4:30pm, persons desiring housing information
should be directed to Residential Life in Erickson Hall or 410-455-8832.
At other times, the desk staff should do their best to answer questions and ask the
person to return during business hours for additional help.
Residential Campus Tours



Tour guides need to tell the desk that they are conducting a tour.
Guides do not need to sign in at the desk.
Tour schedules will be posted at the desk.
Campus Card Office and IDs




The Campus Card Office is located on the bottom floor of the UC at extension 5-2188.
Resident IDs are distributed through this office and can be replaced for a cost of $20.00
(if paid by UMBC ID) or $30.00 (if billed). If a student loses an ID card direct them to
Card Services to buy a replacement.
All residents must have a valid ID regardless of whether or not they are on the meal plan.
IDs are color-coded by residential area and change each year.
Maintenance Requests: Calling FXIT





Desk staff should direct residents to call the FXIT line (x5-3948) to request maintenance
in their room or apartment.
Residents will be given a reference number (Work Order #) for each request.
Minor repairs will be completed by an MA as soon as possible.
More complicated repairs will be forwarded to Physical Plant, Telecommunications, or, in
some cases, outside contractors.
Desk staff should report repairs needed for the desk, lobby, and other common areas
and record the Work Order number in the desk’s Official Log.
Refunds
Vending & Change Machines
 Refund forms are available at the Food Service Office located on the ground floor of the
University Center.
 Students should complete the refund request paperwork for Food Services.
 Food services will refund the students directly.
Laundry Machines
 Residents must fill out a refund request at Residential Life and identify the request as a
change or debit card.
 In most cases, refunds will be immediately available.
 Debit refunds will be credited to the student’s account by Food Services.
UMBC Residential Life | DS Manual | 2013-2014 | Page 25
Mail
Mail Shift Responsibilities






Official mail arrives once each weekday between 10:00 am and 12:00 pm.
The desk staff that has mail shift should have mail distributed by 2:00 pm.
Misdirected mail (faculty/staff, other hall’s mail) should be forwarded to the appropriate
person, hall, or offices using the campus alpha as provided by your Desk Manager/CD.
Mail for previous residents who are still UMBC residents should be forwarded to their new
campus address.
Mail for previous residents now living off campus should be marked RETURN TO SENDER.
Extra mail shifts may be scheduled by the Desk Manager or Assistant Community Director if
needed.
Remember, mail should never be given out over the desk unless it is too large for the mailboxes or if the
mailbox is broken. In this case the mail should be treated as a package.
Special Mail

Oversized packages, certified letters, large envelopes, or special deliveries (UPS, AIR
Express, etc.) should be logged into the Special Mail Log. When receiving one of these
packages desk staff should:
1) Following the Special Mail Log Form, write the number of the package on the form and on
the package itself.
2) Fill in the information of the student, what kind of package it is, the date it was received,
and initial in the correct space provided.
3) Complete a notification slip and place it in the recipient’s box.
Residents receiving flowers or perishable items should first be notified by phone followed by a
notification slip in their box.
To receive special mail or an oversized package:
1) The recipient must come in person to pick it up. (No one can pick up mail for someone
else!!)
2) Students must present a valid picture ID.
UMBC Residential Life | DS Manual | 2013-2014 | Page 26
Desk Supplies & Equipment
1) Toilet Paper
 Toilet paper is kept behind the desk.
 Give residents at most, 2 rolls of toilet paper at a time.
 When supplies are low (i.e., one box remaining), call FXIT (x 5-3948) to request a work
order to be created for toilet paper delivery.
2) Vacuums: available from the main desk of each community with an ID
 Desk staff should first verify that the student checking out a vacuum is a resident.
 Sign the vacuum out on the Equipment Checkout Form (see example below)
 Time limit for vacuum use is 30 minutes.
 In the apartments, vacuums may be given out throughout the day until one hour before
closing the office.
 When the vacuum is returned, check to make sure that:
a. Rollers roll freely
b. There are not noticeable signs of damage
c. Vacuum bag is not full/
d. The vacuum still runs (plug it in)
There isn’t dirt in the canister




Sign the vacuum in and return the resident’s ID card.
Report all damages to FXIT (x 5-3948) and record them in the Desk Log.
Vacuum bags should be emptied by desk staff as needed to avoid operational problems.
To reorder vacuum bags, call FXIT.
At midnight (or when the desk closes), you must verify that EACH vacuum is present.
Missing vacuums must be reported immediately to your DM and CD.
3) Board Games/Kitchen Equipment/Sports Equipment
 Some desks have games and equipment available for resident use.
 Residents should leave a UMBC Identification Card to sign out items from the
Desk.
4) Moving Carts, Plungers & Brooms
 Most desks also have these items available for students to check out.
 These, like vacuums:
o These items should be signed out using the Equipment Log.
Students must leave a valid resident ID.
UMBC Residential Life | DS Manual | 2013-2014 | Page 27
Chapter 5: Using Your Resources
As a member of UMBC’s desk staff, you will be a part of the process of helping our customers
and ourselves to gain, integrate, and apply knowledge for a more holistic growth.
This chapter will discuss:
1) Use and Reservation Procedures of Community Meeting and Study Rooms
2) Campus Resources
Meeting Rooms and Study Rooms: Use and Reservation Procedures
Reserving a Meeting/Community Rooms



Various meeting rooms are available throughout the UMBC residential community for groups
to use for meetings and events.
Meeting rooms are located in the Apartment Community Center, Susquehanna, Patapsco,
and Harbor Hall.
These rooms are available to UMBC recognized student groups through a reservation system
coordinated through Residential Life. To reserve a room:
1. Complete a Facility Reservation Form available at the Residential Life service desk.
2. Complete and return the Facility Reservation Form at least five (5) working days prior
to the event.
3. The group’s request will be confirmed or denied in writing.
Meeting Room Use and Procedures



The area DM/CD will keep track of times and dates that groups are utilizing the meeting
rooms.
A calendar of dates and times and a copy of the confirmed Facility Reservation Forms will be
kept at the desk.
When a group comes in to use the meeting room, the desk staff member on duty should
follow the following procedure:
1. Confirm that the group has a reservation by checking the calendar.
2. If a group does not have a reservation, contact the DM or CD of the area.
3. Sign out the meeting room key to group member and take a picture ID.
Chesapeake Community Room
 Available to Chesapeake hall students and their guests
 Equipment for the community room is available for check-out in the community room during
operating hours. Those requesting equipment must leave a picture ID.
UMBC Residential Life | DS Manual | 2013-2014 | Page 28
Floor Study Lounges
 Floor study lounges are located only in the residence halls and are available to students who
reside on each floor. Community agreements for each residence hall floor will specify use of
the floor lounge.
 There is a two (2) hour limit for groups occupying lounges.
Larger floor lounges in Potomac Hall
The large lounges on the second and third floors are for use by Potomac residents and their
guests. Reservation of these lounges for Potomac resident use must be made through the
Potomac Community Director.
Frequently Used Campus Resources
Academic Assistant Resources
1. Learning Resources Center – Main Office - x5-2444- Room 420, Academic IV, A Wing
 Tutoring for lower level classes,
 Walk-in clinics for writing and math
 Skill development courses in reading, study skills, math, and English as a Second
language
 Technical based tutoring: engineering, IFSM, computer science
2. The Math Center – x5-2584 – Lower Level of Albin O. Kuhn Library
3. The Writing Center – x5-3126 – Lower Level of Albin O. Kuhn Library
Retriever Activities Center: x5-8888
Bookstore: x5-2665 – University Commons
 Provides check cashing up to $20.00
Banking / ATM
 PNC Bank – ATM and full-service bank – The Commons
 SECU Credit Union ATM – Outside University Center
Campus Information: x 5-1000 – University Commons
Career and Development Placement: x5-2216 – Room 204, Math/Psych
 Career Information
 Interview Training
Cashier’s Office: x5-2288 – 3rd Floor, Administration Building
 Student accounts
Communication Services: x5-2100- UC 1st Floor; Open Monday- Friday 8:30am – 4:00pm
 Questions regarding Voicemail and data Phones
UMBC Residential Life | DS Manual | 2013-2014 | Page 29
Counseling Center: x5-2472 – Student Development and Success Center
 Free, confidential professional counseling services to UMBC students.
 The Counseling Center provides individual and group counseling for personal issues,
career choices, and major concerns. They also offer skills for success workshops.
Financial Aid: x5-2387 – Albin O. Kuhn Library, Pond Side
 Financial aid packages
 FAFSA- Perkins, Stafford, etc.
 Emergency loans
 Job referral services
Card Services: x5-2188 - 1st Floor University Center
 Student meals
 Sick trays
 ID replacement ($20.00 - $30.00 Charge)
 Dial-A-Menu at extension x5-1200
RESIDENT DINING HALL HOURS:
Monday- Friday:
Monday-Thursday:
Saturday and Sunday
Breakfast:
Lunch:
Dinner:
Late Night:
Brunch:
Dinner:
7:00 am – 10:45 am
10:45 am – 2:00 pm
4:30 pm – 8:00 pm
8:30 pm – 2:00 am
10:30 am – 2:00 pm
4:30 pm – 7:00 pm
THE COMMON’S HOURS:
Monday – Thursday
Friday
Saturday
Sunday
7:30 am – 12:00 am
7:30 am – 1:00 am
8:00 am – 1:00 am
10:00 am – 11:00 pm
Additional Food hours and options can be found at www.dineoncampus.com/umbc
University Health Services: x5-2542 – Erickson Hall
Student Judicial Programs: x5-2453 – Student Development and Success Center
UMBC Residential Life | DS Manual | 2013-2014 | Page 30
Chapter 6: What Should I Do?
This chapter involves a few scenarios that are typical for hall and apartment desk staffers. The
following scenarios also contain suggestions for handling the situations. There are a plethora of
scenarios that desk staffers encounter throughout the year and if at any time you feel
uncomfortable or uncertain about a course of action, please contact your DM, CD or Residential
Education at, x53932.
Scenario 1: What should I do if there is an irate customer at the desk?
Things to remember: Try to remain calm and polite. Do not resort to the tactics that are being
used against you (i.e. yelling, sarcasm, rudeness, etc.). If the person is upset because of
something that is within your control, attempt to resolve the situation to the best of your ability.
Make sure that you understand what the person is upset about or what they are asking of you.
Phrases such as “So what you are saying is…” and “I’m sorry this has occurred, let me try to
better understand the situation. Can you explain your concern(s) again” may help calm the
individual. If the person is upset about something that is out of your control, offer them the
opportunity to speak with someone else who may be able to better serve them. You are not
paid to take a verbal assault, yet you want to provide the best solution possible to every
situation. Offering a telephone number to the office of your Community Director or Desk
Manager may also provide relief. When confronted by an irate individual, take a silent breath
and run a check of yourself about the things to remember.
Scenario 2: What if the relieving Desk Staffer is late or doesn’t show?
First Response (late): The importance in this type of situation is communication and value of
time. It is imperative that the person who is late extends a message that they are going to be
late if possible. A kind reminder such as “I understand that circumstances arise that may alter
our daily routine. (Optional--Please remember that) my time and your time are both equally
valuable and we should respect that.” If an individual is consistently late and you have
addressed them about their tardiness at least one time prior, you should contact your
supervisor and make him or her aware.
 First Response (no show): What you do in this particular situation may or may not depend
on how much time you have before you are expected to be in another place (i.e. class,
practice, meeting, etc.) Here are some things that you should do if someone doesn’t show
up to their shift:
 Don’t panic. The person could just be running late. In the mean time, begin to prepare to
do the following.
 Check to see who is due to show up. Call the individual and if there is no answer leave a
message. Be sure to check that the shift was not taken by someone else (perhaps of a
different community). If so, contact that person.
 Depending upon how much time you have to wait, if you have not gotten the voice of the
person who is due at work, begin to formulate a calling list of people who may be able to
cover the shift (if you cannot). Ideally, you may want to begin with DS (and then RA’s) within
the community.
 You may want to call your DM as well to either inform them of the situation and as a last
resort solution.
UMBC Residential Life | DS Manual | 2013-2014 | Page 31
Scenario 3: What if a resident comes to pick up a package and it’s not there?
 First Response: Check the resident’s Special Package slip and be sure that the number
package you are looking for matches the slip and Special Mail log.
 Second Response: If possible, check with the person who distributed the mail on the
corresponding date. Ask them if they remember where they placed the package or if they
are interested in helping you look for it. If the package is not found, contact the DM via
telephone or email.
Scenario 4: What if a resident doesn’t show his/her ID? (Non-Compliance)
One of the major roles of the Desk Staff is to help promote safety and security of the
community, especially through access control. If you feel that someone has entered the
building and may place the safety and security of the community in jeopardy immediately
contact the University Police at extension 5—5555.
As a Desk Staffer, you may become familiar with residents of the community. If a resident fails
to show their ID card, fill out an information form and submit it to your Community Director or
Desk Manager. If you do not know the name of the individual, and they refuse to show
identification, provide a name, or verify who they are (if a resident) use your best judgment and
inform them that you will have to contact the university police.
Scenario 5: What if I need coverage for a shift?
If you need coverage for a particular shift, it is always good to prepare for the need well in
advance. If necessary inform your DM (via voicemail or email) that you will be seeking coverage
due to your upcoming situation. Post your shift on the white dry erase board and contact other
community desks and have them post it (the shift) as well. Mentioning your situation at the
upcoming Desk Staff Meeting is also a way to put the word out. As time goes by, you should
check to see if your shift has been taken. If it has not been covered, assemble a call list of DS
and RA’s to contact and ask. If your shift is not covered and you cannot work it, speak to your
DM immediately.
Scenario 6: What should I do if a resident(s) continuously fails to return borrowed items to the
desk (i.e., vacuum, broom, and plunger)?
First Response: While signing an item out to a resident; make sure you inform them that they
have only 30 minutes use the item. Let the resident know what the current time is and what
time the item is due back. This lets the resident know the expectations of returning the desk
items.
Second Response: Since the resident is continuously late with returning the item, inform them
that you are aware that they have failed to return items on time and that you will inform your
DM (via voicemail or email) that they are not respectful of the “30 minute rule”. At that time it
will be up to your DM to decide what actions to take.
Scenario 7: What should I do if a resident failed to return the lock-out key after an extension
was granted? (i.e., a resident left their key at home and the DM gave them a week to use the
lock-out key until the key can be mailed to the student. It has been well over a week and they
haven’t returned the lock-out key).
First Response: As a courtesy, call the resident to inform them that their grace period for
returning the key has passed and that you will be calling in a core change and they will be billed.
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Scenario 8: What should I do if I have a personal issue with a fellow desk staffer?
First Response: If you plan to address your concerns with a fellow staff member, do so in a
respectful and non-aggressive manner. Make sure the environment is conducive to discussion;
ask the staffer if you could talk to them in private and try to resolve the issues.
Second Response: If the previous suggestion does not work, talk to your DM to express your
concerns about the staff member. The DM will try their best to resolve the issue and have some
type of productive dialogue amongst the two of you.
Scenario 9: What should I do if you find a discrepancy in the key audits?
First Response: Go through all the keys and make sure they are in the correct space by
matching up the key codes on the back of the key. Check all the hooks to make sure the key(s)
are not placed on top of another key. Check the administration box to make sure the key was
not placed in the wrong box. Also, make sure any missing keys were out because of a lock-out.
Note any discrepancies on the key audit sheet.
Second Response: If a key is misplaced, contact your DM immediately via voicemail or email.
Scenario 10: What should I do if I can’t place any more mail in a resident’s mailbox because
they haven’t checked their mailbox?
First Response: Contact the residents to let them know their mailbox is full and remind them
they should be checking their mailbox regularly.
Second Response: If the residents still don’t check their mailbox then, call their RA and let them
know that at their next floor/building meeting they should address this issue. Meanwhile, the
RA may be better at tracking down the resident to check their mailbox. In addition, inform your
DM via voicemail or email just incase this is a continuous problem with particular residents.
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Appendix……………………………………………………………………………………
The following pages contain the forms located at your desk. You should take this time to
familiarize yourself with each form. Below, is a brief summary of each form.
Information Form: This is actually a document which you write to describe an incident/situation.
It should be filled out using the third person voice. Information forms should read like a story, it
is a detailed sequence of chronological events. Be a specific as possible and don’t include your
opinion – only the facts. All information forms should be filled out in a timely manner and
submitted online by 9:00am the following morning.
Alarm Report: This form is used for Residential Halls that have alarmed doors. If the alarm
should sound (via, video tape) please fill out this form and be as detailed as possible so that
your CD will have better knowledge as to why the alarm went off. When finished place in the
CDs mailbox.
Equipment Checkout Record: This is a log of what items residents borrow from the desk (i.e.,
broom, plunger, board games, etc.). Collect the resident’s ID and complete the form, make sure
you note what time the equipment was checked out and what time it was signed back in and
initial.
Special Mail Log: Is a log of all the students who receive packages that can not fit in the
mailbox. The log indicates the date the package was delivered, the type of package, and the
desk staffer who logged it in. When residents come to pick up their package make sure they
sign in the column “Student Signature” this indicates that they have received the package and
that it is no longer in our possession. The number assigned to the specific mail log entry should
match the number on the “Notice of Mail” slip.
Notice of Mail: Is a slip that is given to residents to let them know they have a package. The
number in the special log corresponds to this slip, like a tracking system. After you enter a
package in the “Special Mail Log” fill out this slip immediately and place in the student’s
mailbox.
Continuous Time Log: This log is used to calculate the payroll. When you begin your shift sign
the payroll to show the date and times you were responsible for working. If you don’t fill this
form out you may not get paid.
Key Audit: During your shifts you should be able to account for the lock-out keys. If keys are
missing from the box they should be listed on this form.
Resident Registration Information Form: This is the form that is used when students check-in
and when they sign out lock-out keys from the desk. This form also contains emergency contact
information that is highly confidential.
Core Change Request Form (online form): This is sent to your CD when a lockout key is not
returned by noon on that day that it is due. Form can be found on Blackboard site.
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