CONTACT INFO
Program Coordinators: Abraham
Kelley/Suzanne McCormick - de Boer
Phone: (928)523-4496/(928)523-0690
Email: Abraham.Kelley@nau.edu /
Suzanne.McCormick@nau.edu
Website: nau.edu/tbcc
Rules, Regulations & Duties (Fall 2015 & Spring 2016)
STUDENT CALLER DUTIES
1. You are an ambassador for Northern Arizona University and you will represent NAU in a
positive manner.
2. You will update existing demographic information (such as address, cell phone number,
employment, and email address) & also acquire missing information.
3. You will attempt to answer any questions that prospects have about NAU & Flagstaff.
4. You will find connections with the prospects and try to build a relationship with them over
the phone.
5. You will update alumni, parents, friends, and fellow students on NAU’s campus, events,
colleges/schools, departments, funding priorities, etc.
6. You will state our case for support, ask for monetary contributions to the university at
specified giving levels set by the program coordinators, and you will ask for those
contributions to be paid on credit card.
STUDENT MANAGER DUTIES
1. You will set up each calling shift including (but not limited to): setting nightly incentives and
goals, reviewing caller progress, preparing games, turning on computers, etc.
2. You will close each shift including (but not limited to): running system maintenance,
emailing pledge comments to data entry staff, shutting equipment down, processing bonus
bucks and nightly incentives, processing and printing nightly pledge forms, etc.
3. You will provide constant verbal feedback to all callers, and more specifically to members
assigned to your team (if teams are assigned).
4. You will utilize the monitoring headsets to listen to calls during each shift. The student
managers, as a group, are to conduct and evaluate one coaching form per caller every week.
5. You will act as a disciplinary authority and handle caller performance and behavior related
issues by using the Action Plan form and the Formal Warning form.
6. You are required to attend the bi-weekly update meeting with a program coordinator to go
over your team’s performance.
7. You are required to call two shifts per week.
8. Student managers may be asked to come in during the day or on weekends to help with
miscellaneous duties, such as interviewing and training new hires. These hours are
encouraged – but not required – and a student manager may decline the opportunity for
these extra hours.
PROBATION NEW HIRES
All new hires will be on probation the first 30 days of work, starting with your first day of training.
During this time, the program coordinators and student managers will evaluate your calling
performance, statistics, attendance, and behavior.
The program coordinators can choose to terminate your position at any time during that 30 days
(including during your initial training sessions) if your calling performance, statistics, attendance,
or behavior are lower than program goals or program coordinators’ expectations, or if the job is
simply not a right fit for you.
At the end of the probationary period, you will meet with the program coordinators and student
managers to discuss your progress thus far. If you pass the initial probationary period, you will be
allowed to continue working with the True Blue Call Crew. If they feel that your job performance is
lacking in any area(s) or the job is simply not a good fit, you may be put on subsequent probation or
your position may be terminated.
After the probation period you will have to give a two weeks’ notice if you are planning to leave the
True Blue Call Crew. If you fail to give a two weeks’ notice then you will not be able to use us as a
positive reference in future job searches.
WORK SCHEDULE
Employment longevity
The position of True Blue Call Crew caller is on a semester to semester basis. You are not
guaranteed a spot on the True Blue Call Crew team at the beginning of the next semester. If your
performance, attendance, and behavior are satisfactory at the end of the current semester, the
program coordinators may choose to invite you back the following semester.
Regular calling shifts
Saturday (1:00-4:30), Sunday (12:00-3:30 and 4:00-7:30 pm) & Monday, Tuesday, Wednesday,
Thursday (5:15-8:45 pm)*
*On occasion, you may have to stay a few minutes past the end of your shift time to complete
pledge form processing.
The success of NAU's True Blue Call Crew depends on our ability to accurately plan our calling
efforts. Therefore, once your work schedule has been finalized at the beginning of each new
semester, you will be held responsible for your attendance. If a change in schedule is required
during the course of the semester, the program coordinators may accommodate and grant the
change if scheduling allows; it is solely up to the discretion of the program coordinators.
Shift Break
You will get a 15 minute break each shift. The student managers will announce break time. You are
expected to be back in your seat and on the phones at the end of the allotted break time. If you are
late coming back from break, you will lose your break during the next shift you work.
For Student Managers Only
For student floor managers, you will get a 15 minute break each shift, just like the student callers;
however, if there is a caller on the phone one student manager must remain on duty until the call is
completed. If there are callers working through their break because of penalty, one Student Manager must
be present in the room and on duty during break. Student managers will announce break time. You are
expected to be back in the Phonathon room to start the shift at the end of the allotted break time.
Snow Days
Occasionally, we have to cancel a shift due to poor traveling conditions caused by snow and ice for
the safety of our employees. If a shift has been cancelled, we will email all employees working that
shift and let them know.
***Note: if the president of the university cancels classes all day or cancels just the evening classes,
work is also automatically cancelled.
ABSENCES and OVERSTAFFING
Finding a Substitute
If you cannot make it to a scheduled shift, you need to find a substitute from the roster of your
colleagues. It is your responsibility to find a replacement.
 The names, schedules, emails and phone numbers for the entire staff will be listed on the
NAU Fund True Blue Call Crew Facebook page. Call or email your colleagues who don’t
normally work that night and see if they can cover for you.
 You can also use the True Blue Call Crew Facebook page to send out a substitution request to
the whole staff. Simply send a message with the date you need to be covered.
 You may also make announcements at the beginning of calling shifts to the entire group
asking if anyone can cover a shift for you.
 Two employees may simply just flip-flop their days. For example, Employee 1 works on
Tuesdays and Employee 2 works on Sundays. They may simply switch shifts with each other
that week, thus covering each other shifts. So Employee 1 would work Sunday and
Employee 2 would work Tuesday.
 If you fail to find a substitute you must either:
o Come in to your scheduled shift.
o Take a personal day.
Personal Days
Each semester, you are given (2) personal days to be used at your discretion; these days are not
paid.
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A personal day is excused, and does not need to be made up.
You must call the work phone at (928)523-0690 to let us know that you will be taking a
personal day. You must call in no later than 1.5 hours before the start of the shift. If no one
answers the phone, leave a clear message.
Personal days do not rollover to the next semester.
***Note:
Do not email the program coordinators or call/text his/her cell phone to notify of a personal day.
Do not email, call, or text any of the student managers to notify of a personal day.
For Student Managers Only
For student floor managers, your schedules are not as flexible as the student callers. You are expected to
be at your scheduled shifts, and you must find a replacement student manager to take your place at least 3
hours before the start of shift if you intend to be absent.
No Call No Show
You must notify us by calling the work phone at (928)523-0690 if you are going to miss a shift. If
you miss one shift without any notification to us you will be relieved of your position. We consider
these to be no call no shows, and will not be tolerated.
Institutional or Coordinator Approved Excuses
Evening exams, class field trips and NAU Athletics/NAU Cheer/NAU Band/NAU Choir events (in
which you are participating in as an athlete or band member) will be considered excused not paid
absences and you are not penalized for them; however, you will be required to bring in a signed
note from your professor/coach, etc. in order to be granted this privilege and the program
coordinators or the student managers may call professors/coaches for verification.
If you are too sick to come in for work you will be required to bring in a signed note from your
doctor stating that you are not able to work and the specific dates you will not be able to work. If
you do not bring in a doctor’s note you will lose a personal day. If you already used up all your
personal days you will be relieved of your position.
o Even though these are excused, you are still highly encouraged to find a replacement
to take your place at that shift.
***Note: Sick without a doctor’s note, intramural sporting events, student clubs
and organizations, and fraternity or sorority events are not considered
institutional excuses.
Special permission by the program coordinators for family/medical emergencies (time to be made
up at a later date and the details and timeline of makeup will be determined by the program
coordinators at your return).
Overstaffing Policy
Although we have (24) active calling stations, it is standard NAU Fund True Blue Call Crew practice
to overstaff each shift with a few extra workers. If more than (24) workers come in, we will have an
overstaff situation. We will need to send home any extra workers above and beyond (24). Whoever
is sent home due to an overstaff situation will be considered excused and will not be penalized.
To decide what workers go home in an overstaff situation, one of three things will happen:
 If there is the same number of extra spots as the number of people who would like to go
home, then those workers are sent home.
 If there are more people that want to go home than the number of extra spots, the student
callers requesting to leave can discuss and make the decision on who goes home.
 If there are more people that want to go home than the number of extra spots and the
student staff cannot come to an agreement on who should go home, then we will auction off
the extra spots to the highest bidders. Student workers will use their Bonus Bucks that they
have accrued to bid. If no one has Bonus Bucks to bid with, then the student managers or
program coordinators will decide who goes home; this decision is based on stats, previous
attendance, and frequency of requesting to go home.
***Note: We will keep track of who asks to go home and who does actually go home each night. If
we notice that someone is asking to go home an excessive amount of times, the program
coordinators can choose to take this privilege/option away from that caller for a single shift or
multiple shifts.
***Note: You are only eligible to take an overstaff spot if you are present in the True Blue Call Crew
room at 5:10pm on weekdays, 1:55pm on Saturdays and 11:55am or 3:55pm on Sundays.
Punctuality/Tardiness
As with any job, you are expected to be here on time for all shifts. Tardiness disrupts the start of the
shift and will not be tolerated. It is recommended that you show up 5 minutes before start of shift
to get settled into your station, signed onto the computer, get something to drink, use the restroom,
etc. In the first half hour of the shift there should be no reason to get up from your station.
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If you are 1-15 minutes late, you will have to work through your break to excuse the tardy;
however, the tardy will still be noted on your record and excessive tardiness will result in a
meeting with the program coordinators and disciplinary action will be taken or your
position may be terminated. (3) tardies during a semester will qualify as excessive tardiness.
If you are more than 15 minutes late, you will have to work through your break and you will
receive an unexcused tardy on your record. And (2) unexcused tardies during a semester
will qualify as excessive tardiness.
If you know you are going to be late for any reason, please show initiative and call ahead to
inform us of the circumstances. Please leave a voice message if no one answers the phone.
When you arrive, you will sit down and discuss a course of action with the program
coordinators.
Perfect Attendance
If you have perfect attendance at the end of the semester (i.e. – you still have both of your personal
days), you will receive $25 bonus money added to your last paycheck.
If you have only used (1) of your personal days by the end of the semester, you will receive $10
bonus money added to your last paycheck.
Termination
If you miss a scheduled shift – and it is not institutional, cleared by the program coordinators, or
covered by another employee – beyond your (2) personal days, your position as an NAU Fund
Telephone Fundraiser can be terminated immediately.
PAYCHECKS AND BONUS MONEY
The pay cycle is 2 weeks and runs from Monday of the first week to Sunday of the second week.
You receive your paycheck the Friday following the end of the pay period.
Your first paycheck will include compensation for attending the required training sessions prior to
employment.
You will earn bonus money based on pledges, donor upgrades, new donor acquisition, etc. Bonus
money will accumulate over the semester and be added to your final paycheck of the semester.
***Note: Due to budgetary concerns, the bonus money structure may be altered or canceled at any
given time by the program coordinators; however, any bonus money earned prior to the change will
still be paid.
Current breakdown of bonus money is as follows:
Future Giver/Long Lapsed Donations (FUT/LONG)
Category
Bonus Money to be Paid
Pledge of $25.00-$49.99
2.0% of donation amount
Pledge of $50.00-$99.99
2.1% of donation amount
Pledge of $100.00-$249.99
2.2% of donation amount
Pledge of $250.00-$749.99
2.3% of donation amount
Pledge of $750.00-$999.99
2.4% of donation amount
Pledge of $1,000+
2.5% of donation amount
Lapsed Donors Upgrades (SYB)
Category
Bonus Money to be Paid
Pledge Increase of $25.00-$49.99
1.5% of donation amount
Pledge Increase of $50.00-$99.99
1.6% of donation amount
Pledge Increase of $100.00-$249.99
1.7% of donation amount
Pledge Increase of $250.00-$749.99
1.8% of donation amount
Pledge Increase of $750.00-$999.99
1.9% of donation amount
Pledge Increase of $1,000+
2.0% of donation amount
Current Donors Upgrades (LYB/CUR)
Category
Bonus Money to be Paid
Pledge Increase of $25.00-$49.99
1.0% of donation amount
Pledge Increase of $50.00-$99.99
1.1% of donation amount
Pledge Increase of $100.00-$249.99
1.2% of donation amount
Pledge Increase of $250.00-$749.99
Pledge Increase of $750.00-$999.99
Pledge Increase of $1,000+
1.3% of donation amount
1.4% of donation amount
1.5% of donation amount
Credit Cards
Category
Credit Card Donation of $10.00-$24.99
Credit Card Donation of $25.00-$49.99
Credit Card Donation of $50.00-$99.99
Credit Card Donation of $100.00-$249.99
Credit Card Donation of $250.00-$749.99
Credit Card Donation of $750.00-$999.99
Credit Card Donation of $1,000+
Bonus Money to be Paid
0.25 cents
0.50 cents
0.75 cents
$1.00
$1.50
$2.00
$2.50
Demographic Updates
Employment (Name, address and job title) 0.05 cents
Email Address
0.10 cents
Secondary/Cell Phone
0.10 cents
If you quit or your position is terminated, you will forfeit 100% of bonus money.
PROGRAM COORDINATORS & STUDENTS MANAGERS
You will be managed by the program coordinators and a group of student managers, all of whom
have demonstrated success in Phonathon fundraising and will be able to provide expert advice.
Your calls will be monitored for training and program improvement purposes. Please work in close
communication with the program coordinators and the student managers—sharing any problems,
ideas, or insights regarding the NAU Fund program. All work-related issues must go through
proper channels. It is our policy to handle all job-related problems at the departmental level first. If
you have any concerns or issues regarding your employment with the NAU Fund, feel free to discuss
them with the program coordinators or the student managers.
CONFIDENTIALITY OF INFORMATION
All information regarding NAU prospects, including personal demographic information (i.e. phone
number, address, email, degree, etc.) and donation history, is considered highly confidential. This
information should be treated with tact and diplomacy during your solicitations and should never
be discussed or used outside the workplace. Also, any misuse of confidential data, such as credit
card numbers, could result in criminal prosecution.
PHOTOS
We do take photographs of all our True Blue Call Crew students (both group shots and individual
shots) for a variety of NAU Fund purposes: 1) we will use them for the True Blue Call Crew
Facebook page and NAU website, thank you letters to Dean’s and other visitors to the True Blue Call
Crew room, and for our caller bio sheets and evaluation sheets that go out with pledge cards, etc.; 2)
we may use them in our email solicitations or direct mail solicitations; 3) we may use them on our
promotional pieces, such as, but not limited to, fliers, posters, ads, etc. We will only use your photo
for work-related NAU Fund purposes. If you are not comfortable with your photo being used,
please simply notify the program coordinators.
EVALUATIONS/ACTION PLANS
You will be monitored and evaluated on a nightly, weekly, monthly, and semester basis by the
student managers. Number, frequency, and details of evaluations are up to the discretion of the
student managers and the program coordinators; however, our goal is to have a coaching session
with you every week. During this session we will also go over your statistics. Evaluations may be
verbal or written.
Calling statistics and performance standards
We want you to succeed as a True Blue Call Crew caller for our program, and we will help you in
any way possible. Like any job, we do have set standards for performance. To help you reach your
full potential in this position, the program coordinators and student managers will provide ongoing training and assistance.
The current office standards for pledge percent are as follows:
Alumni of the University
 Future Givers and Long Lapsed Donors – 10%
 SYB1 Previous Donors 1 Year Lapsed – 28%
 SYB2 Previous Donors 2-4 Year Lapsed – 25%
 LYB1 Last Year’s Donors – 70%
 LYB2 Last Year’s Donors (2-4 Consecutive Years Giving) – 70%
 LYB3 Last Year’s Donors (5+ Consecutive Years Giving) – 80%
 LYB0 Last Year’s Donors (1st time donation) – 50%
 CUR0 This Year’s Donors (Only Applicable in Spring Semester) – 30%
 CUR1 This Year’s Donors (Only Applicable in Spring Semester) – 40%
 CUR2 This Year’s Donors (Only Applicable in Spring Semester) – 60%
 CUR3 This Year’s Donors (Only Applicable in Spring Semester) – 70%
Parents of Current Students
 Future Givers – 20%
 SYB1 Previous Donors 1 Year Lapsed – 23%
 SYB2 Previous Donors 2-4 Year Lapsed – 20%
 LYB1 Last Year’s Donors – 60%
 LYB2 Last Year’s Donors (2-4 Consecutive Years Giving) – 60%
 LYB0 Last Year’s Donors (1st time donation) – 50%
 CUR0 This Year’s Donors (Only Applicable in Spring Semester) – 30%
 CUR1 This Year’s Donors (Only Applicable in Spring Semester) – 40%
 CUR2 This Year’s Donors (Only Applicable in Spring Semester) – 60%
Friends of the University
 Long Lapsed Donors – 5%
 SYB1 Previous Donors 1 Year Lapsed – 20%
 SYB2 Previous Donors 2-4 Year Lapsed – 15%
 LYB1 Last Year’s Donors – 50%
 LYB2 Last Year’s Donors (2-4 Consecutive Years Giving) – 50%
 LYB3 Last Year’s Donors (5+ Consecutive Years Giving) – 55%
 LYB0 Last Year’s Donors (1st time donation) – 40%
 CUR0 This Year’s Donors (Only Applicable in Spring Semester) – 25%
 CUR1 This Year’s Donors (Only Applicable in Spring Semester) – 30%
 CUR2 This Year’s Donors (Only Applicable in Spring Semester) – 50%
 CUR3 This Year’s Donors (Only Applicable in Spring Semester) – 60%
Current Students (Your Fellow Lumberjacks!)
 All Classes (Freshmen, Sophomores, Juniors, Seniors & Graduate Students) – 25%
The current office standards for credit card percent is as follows (Note: credit card percent is
calculated by taking the # of credit cards you get, divided by the total # of donations you
get.): Credit Card Percent – 40%
If you fall below in any of the above areas, the student managers will start an action plan with you
to improve your skills. In this action plan we will set a specific and achievable goal. This goal will
have a time frame and a clear description of what will happen if you do not reach this goal in this
certain time. We will work closely with you and give you additional training to help you achieve
your goal. If you continue to consistently fall below, you may be relieved of your position.
BASIC OFFICE RULES
Following is a list of basic office rules. Failure to adhere to these rules may result in a warning,
formal warning, probation, reduction of shifts or the termination of your position.
1. Cell Phone Policy: During the shift, all cell phones must be checked in and left in the designated
slot with the matching number of your calling station that night. No exceptions. You are not
allowed to have your cell phone at your calling station during the shift. This policy is in place for
data security reasons. As most cell phones have cameras, you are not allowed to have them near
the computer screens as the screens have personal/confidential prospect information on them and
your phone poses a possible security breach. You may use your break time to use your phone.
2. You are not permitted to make personal phone calls from our calling system.
3. During the shift callers are not permitted to do homework, write notes or flashcards, read books
or magazines, etc.; however, reading The Lumberjack school newspaper is approved and can be
read during the shift.
4. During the shift callers are not permitted to arts and crafts, paint their nails, play card games or
any other activity that is not a word search, Sudoku or coloring. The coordinators will decide if an
activity is appropriate for work or not.
5. During the shift callers are not permitted to utilize the internet unless for work purposes. You
may check personal email and Facebook during break time only. These are university computers
and due to viruses, etc., no other websites are authorized for you to use.
6. During the shift callers are not permitted to play any computer games, including the games from
the Start Menu or any online games.
7. Cursing, swearing, or any other form of profanity will not be tolerated on or off the phones. We
are all adults and hear this kind of language on a daily basis, but we DO NOT want the prospects to
hear this language over the phones during a calling shift. The headsets pick up every noise and
word in the room.
8. Be courteous in your dealings with fellow callers and staff members. If you have a problem with
a co-worker that you cannot handle on your own, please ask the student managers or program
coordinators to step in and help resolve the situation.
9. Wear informal, comfortable, and appropriate attire; clothing may not contain offensive language
or graphics and must not be too revealing.
10. Any caller reporting to work under the influence of alcohol or drugs will be terminated.
11. Eating or chewing gum while on the phone is prohibited. Snacks and drinks are allowed when
you are off the phone. You may bring in meals for break time.
12. Talking with your colleagues should be kept to a minimum, except during break time, unless it is
work-related. During break time make sure your colleagues are all off the phone, leave the room or
talk quietly as to not disturb any calls still in progress.
13. It is your responsibility to make sure that your work station is clean before you leave for the
night. The student managers or program coordinators may ask you to stay late or come early to
clean the workstations, or clean them during your break.
14. Do not under any circumstance deface any part of the premises or write on any office furniture,
computers, other equipment, or fliers. This is considered vandalism to university property.
15. Do not slam the headsets or keyboards down...they are very expensive and sensitive.
FORMAL WARNINGS/ADDITIONAL PROBATION
Formal Warnings
If you are caught not following any of the office rules during a shift, your attendance or behavior is
lower than the program coordinators’ expectations in any area(s); you will be send home (you will
receive pay for the worked time). You will come in early on your next shift to talk to the
coordinators about the formal warning you will receive. Your position at the NAU Fund True Blue
Call Crew may be terminated immediately if you commit the same violation again. How many
formal warnings you may receive before your position will be terminated will be at the program
coordinators’ discretion.
Reduction in Shifts
One stipulation of formal warnings may be a decrease in the number of shifts you can work each
week. The program coordinators can reduce the number of shifts you are eligible to work per week
if your attendance or behavior is consistently lower than the program coordinators’ expectations.
Those shifts can be subsequently reinstated if your attendance or behavior improves.
Additional Probation
Another stipulation of formal warnings may be to put you on additional probation (after the normal
new employees 30 day probation) at the program coordinators’ discretion (details and timeline of
the new probation to be outlined by the program coordinators at that time in the formal warning).
If, at the end of your probationary period, your attendance or behavior is still lower than the
program coordinators’ expectations as set in the formal warning, we reserve the right to relieve you
of your position as a student caller with the NAU Fund.
Falsification
Falsifying pledges and other information including the result or outcome of any call is detrimental
to the reputation and effectiveness of the NAU Fund True Blue Call Crew and will not be tolerated.
Falsification is grounds for immediate termination. Misleading or confusing a prospect into
making a pledge is also not tolerated, nor is telling a prospect that they can just put a pledge amount
down but they are not obligated to pay it. A pledge is a pledge, and it is expected to be paid by the
prospect. Purposely selecting the wrong option in our Smartcall calling system to enhance
your calling statistics is also grounds for immediate termination.
__________________________________________________________________________________________________________________
***Important Note: Any or all of these policies and procedures may be changed or updated at any
time at the discretion of the program coordinators, but any changes made will be immediately
reported to all employees.