BENDER HALL
DESK MANUAL

1998-1999
 

Important Rules

1.  No food at Andrea’s desk or at counter.
2.  Give good customer service (never just say NO!, always give customers a possible way to find the help or advice they are looking for.
3.  DO NOT TALK TO Professional Secretary WHEN SHE IS ON THE PHONE!
4.  Never use a last line of a equipment sheet!  Always fill section with new sheets from file cabinet located behind front counter.
5.  Only work desk outside Andrea’s office!  Never sit inside office!  Only go into office    when you need something.
6.  Be positive on all responses to all customers.
7.  Only RA’s and DA’s should behind the desk/counter.
8.  Typewriter is only for Andrea's office use.  If you need something like a short form typed, check with her and she'll try to help you.
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1. Change Fund

 -log in and out  ($200) The change fund and log is in the top black file draw
under the desk outside of Andrea's Office.  The change fund and log should be
outside Andrea's Office when Andrea is not working.  When Andrea is working the
change fund is in the upper right draw of her desk.
            -roll change (change rolls are located in the mail room, below the mailboxes, on
the floor.
-NO $20 bills (tell customers where they can get change for a $20).
 -NO checks
 
 

2. Refunds

Copy machine is a separate vender (not part of UNI), so no refunds on the copy machine (there is a sign on the copy machine that says no refunds).  Only RA’s are allowed to use copy key.  For pop and candy machine refunds, residents report it in equipment book (orange sheet).  Residents will get refund in their mailboxes (weekly).  Make residents put a sign (out of order) on broken machines.

3. Equipment

White sheets, staff initial it, describe item.  ID’s go in box.  What equipment does the desk have to check out?  Only except UNI student ID’s for check out!  No other forms of ID’s aloud! (no driver’s license’s).  Pool is 50 cents per hour with a two hour limit.  They pay when they return pool equipment.  If they return pool stuff after 1 hour and 4 minutes charge them for 2 half hours = $1.  When you initial in equipment make sure they are in the same condition that they were checked out in!  Once you initial it, you are responsible for the condition of that particular equipment.  When closing desk check if any ID’s are still in the box, if there are still ID’s please call residents and tell them to return the equipment before the desk closes.  If pool stuff is out and desk is ready to close, please go down to rec. room and warn them to return pool stuff.
Video Checkout- Video's located in mail room above mailboxes  Separate white sheet in equipment book.  List of video’s are on the bulletin board by the desk.  Video’s are free to check out, but if they are returned late there is a $1 late fee.  Must return video’s by 12 noon the next day.  They do not get their ID back until they pay the $1 late fee.  Put $1 late fee in the black box behind the desk.  Be sure to tell residents when checking out any equipment that they should think about meal times (if there ID was left at the desk the previously night, they can’t get it back until 8 a.m. the next morning which may delay them getting breakfast).
VCR- only RA’s and house presidents may use for programs.  They can reserve the VCR.
Camera- can only be checked out through Bob.  Should only be used for programming purposes.
Volleyball and net- We reserve sand volleyball court in front of Bender Hall. Off campus residents may reserve Sand Volleyball court and net and ball, BUT! Residence Hall residents have priority over off campus reservation requests.  Volleyball and net must be checked out together, never separate, and is to be only used on the Bender Hall Sand Volleyball court.  Where is Volleyball and net?  (in a box above the mailboxes).  Volleyball reservation calendar sheet located in back of green equipment check out book.  There is a 2 hour limit on the check out of the volleyball and net.
 
 
 

4.  Deliveries (flowers and balloons and etc.)

These are things that are left for residents at the desk such as care packages dropped off by that residents parents or a flower delivery from Hy-vee.  These packages do not go in the equipment book or have package slips made for them.  They are on the clipboard to the left of the office door.  Once this type of package is delivered, please call the resident to come to the desk and pick up.  Also when the delivery person comes with the package make sure and check if that resident actually lives in Bender Hall.  This delivery system is only for Bender Hall residents.  Be sure that you initial the delivery clip board sheet, as well as the resident signing for the package/delivery.

5. Packages (U.S. mail, UPS and other carriers)

Only packages that don’t fit in the residents mailboxes will be considered a package.  Look in equipment green book for package sheets.  Packages are listed in alphabetical order by the D.A.'s.  Again like deliveries, must see ID’s for package pick up by residents.  Also only that resident may pick up that package, not that residents friend or roommate!  Where are packages kept?  (in back mail room, lower bottom cabinets  They must have package slip and ID to pick up package.  Also for regular mail resident may not have you go in the back room and take their mail out simply because they forgot their key.  This is a federal crime!  Please be nice to residents when addressing this issue!

6. Keys

 -$25 for lost room key.
 -$15 for lost outside door key.

3 lock out keys allowed per resident per semester.  There is only 1 lock out key per room in the key box located behind the office desk, on wall.  Key must be returned by noon the next day.  Make them sign key card on right side and put key card in front of box.  When they return the key put key back in key box and have them sign card on right side and re-file the card.
Make sure to check residents ID’s!  A residents roommate or friend may not sign for it!  If a resident does not have a ID please ask for that students SS# or Student number and check it against the alpha sheet.
On the 3rd time please tape yellow card on their key card which is a warning saying that the next time it will cost $2, also warn resident verbally on 3rd time that next time it will cost them!  On 4th time they must pay the $2 up front before they get the lock out key!  Make sure you write "pd" (paid) on the key card, and the money should go in the envelope in back of the key card box.  Lock will be changed if they do not return lock out key.  Call them if lock out key not returned by 12 noon.  Andrea will normally do this M-F.  On weekends it is your job to call these residents, after the noon deadline.  Andrea will call Monday morning too (for weekend).
If resident think they lost the key they can have a 7 day grace period to try to find them (please check lost key on card for this).  Andrea will call resident after 7 days and tell resident that the lock will be changed.  If they report the key lost then the 12 noon next day policy is lifted to the 7 day policy.  Resident can have lock changed immediately if they want it (security issue).
If an RA has to go and get a lock out key for a resident after hours (desk is closed) A $2 charge is assessed!  Remember that the bottom of the key cards are signed, not the penciled in top of these cards.
If resident comes in and says that there key fell down the elevator shaft, tell them to get a lock out key and leave a note for Andrea (best to put notes either under stapler or by calendar on office desk) to get key back.  Make sure the resident tells you which elevator shaft (north or south) it fell down (put this info on note).
Key codes- key codes are under the K file in Andrea’s file cabinet.  This is used finding out what key that room goes to.  If that lost key is from another hall, please call that hall’s desk and tell them (good customer service!)

7. Maintenance issues

-Residents call 35555 for telephone repairs RA’s should of covered this in house meetings.

If residents come and have a maintenance request (something broken in room), have them fill out a pink slip located on front counter and put it in the box.  This box is checked by the custodians up to 3 p.m. each day M-F.  If it is an emergency (ex- big leak), no pink sheet!  Just contact either Bob or Brian!  During the day M-F 8-4:30.  Andrea is here to help problems likes this.

8. Copy Machine

Copy key in Copy Log on Andrea's desk.  Again no refunds for copy machine (sign on machine).  Residents must not use color paper from office, only white paper.  Know how to change the paper if resident says paper is out.  Copy key only to be used by RA’s.  Hall and House officers should go to RA’s.  25 copies max, any more should be given done by print services.  When closing the desk please push in copy machine inside gate.  You should know the closing procedures? NO FREE PERSONAL COPIES!

9. Appointments/Calendar

Only Andrea is allowed to schedule appointments for Bob when a resident calls.  Tell a resident if they call and need to set up a meeting with Bob, to call during office hours when Andrea is working.
 
 

10. Messages for Bob, Brian, or Andrea

Messages for Bob, Brian, or Andrea should be placed in their mailboxes.  Tell residents they can also leave a message with voice mail (you can transfer a call to their voice mail.

11. Mailroom/mailbox stuffers

 Only DA’s can stuff mailboxes!

12. Form(s) for room changes or withdrawing

See Andrea for the new updated process.

13. RA’s GYST book

Located on counter to the left of the office door.  This is used for messages for Bender Hall HC's, Secretary, and RA’s, and DA's.

14. DA’s time sheets

DA time sheets are located in draw outside office below the front counter.  Please see Andrea about filling these out.

15. Telephone- how to transfer calls

 This was taught in phone training.  See Andrea or Brian for further information.

16. Guest Room 121

Until further notice the Bender Hall Guest Room will only be checked out to long term guests.  Currently, there is an visiting faculty member living there until December.

17. Senate Store

The lower left bottom file draw to the right of Andrea’s desk is used for storing the senate store funds away at night.  RA/Senate clerk communication at night 12 midnight, clerk will page the RA on call to put away their change fund.  The senate store clerk should not be allowed behind the desk.  The RA should take the change fund and put it in the back cabinet.
 
 
 

18. Confidentiality

 If someone calls asking for a residents phone number they must give the full name of the resident, no room numbers can be given out.  You can not tell them a residents roommates name, or who is a living in a particular room.  Never have flat sheets laying out for residents to see.  Never show residents flat sheets.  Unlisted residents phone numbers will be blacked out by Andrea.

19.  MISC.

Don’t tie up phone lines in office (no personal calls).  Front desk (counter) phone and office phone are on the same line.
 
 

The content on these pages was originally provided by Brian C. Steinberg, the founder of http://www.theallygroup.org and http://www.safezoneforall.com (Creater of the previous: http://www.residentassistant.com/reslifepro)

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