UCSA Organizational Chart - University Center & Student Activities
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University Center & Student Activities STUDENT EMPLOYEE HANDBOOK 2011-2012 12th EDITION (Revised Monday, March 14, 2016) TEXAS A&M UNIVERSITY - CORPUS CHRISTI Division of Student Affairs -1- TABLE OF CONTENTS UCSA ORGANIZATIONAL CHART ........................................................................................................................ - 5 THE ROLE OF THE COLLEGE UNION .................................................................................................................... - 5 UNIVERSITY CENTER STATEMENT OF PURPOSE ................................................................................................. - 7 GOALS ..................................................................................................................................................................... - 7 UNIVERSITY CENTER HOURS OF OPERATION ..................................................................................................... - 8 UNIVERSITY CENTER ADMINISTRATIVE OFFICE HOURS OF OPERATION ............................................................. - 8 STUDENT ACTIVITIES HOURS OF OPERATION ..................................................................................................... - 8 STUDENT ORGANIZATION CENTER HOURS OF OPERATION................................................................................ - 8 UNIVERSITY CENTER STAFF & TENANT NAME/LOCATION LIST ........................................................................... - 9 FULL-TIME POSITIONS...................................................................................................................................... - 11 UCSA PROGRAM DESCIRPTIONS ...................................................................................................................... - 13 ALOHA DAYS ........................................................................................................................................................ - 13 ALTERNATIVE SPRING BREAK (ASB) ..................................................................................................................... - 13 CAMPUS ACTIVITIES BOARD (CAB) ...................................................................................................................... - 13 EDGE ................................................................................................................................................................... - 13 GREEK LIFE .......................................................................................................................................................... - 13 ISLAND WAVES .................................................................................................................................................... - 14 UCSA LEADERSHIP ............................................................................................................................................... - 14 STUDENT ORGANIZATIONS ................................................................................................................................. - 14 ISLANDER CULTURAL ALLIANCE (ICA) .................................................................................................................. - 14 WAVES OF WELCOME (WOW) ............................................................................................................................ - 14 STUDENT STAFF POSITIONS ............................................................................................................................. - 15 SENIOR STUDENT MANAGERS............................................................................................................................. - 15 STUDENT MANAGERS ......................................................................................................................................... - 15 STUDENT SERVICE COORDINATORS .................................................................................................................... - 15 STUDENT SERVICE ASSISTANT ............................................................................................................................. - 15 OPERATIONS CREW PERSONS (OCPS) .................................................................................................................. - 15 OFFICE COORDINATORS ...................................................................................................................................... - 16 MARKETING COORDINATOR ............................................................................................................................... - 16 WEB COORDINATOR ........................................................................................................................................... - 16 OFFICE ASSISTANTS ............................................................................................................................................. - 16 SCHEDULING ASSISTANTS ................................................................................................................................... - 16 GAMEROOM COORDINATOR .............................................................................................................................. - 16 GAMEROOM ASSISTANTS ................................................................................................................................... - 17 GENERAL BUILDING POLICIES/PROCEDURES .................................................................................................... - 18 EMPLOYEE POLICIES/PROCEDURES & EXPECTATIONS...................................................................................... - 20 PERFORMANCE EXPECTATIONS .......................................................................................................................... - 20 WORK SCHEDULE & ATTENDANCE ...................................................................................................................... - 21 TIME OFF ............................................................................................................................................................. - 21 SHIFT SUBSTITUTIONS ......................................................................................................................................... - 22 BREAKS ................................................................................................................................................................ - 22 TIMESHEETS & PAYCHECKS ................................................................................................................................. - 22 - -2- PAYCHECK PICKUP ......................................................................................................................................... - 23 OVERTIME ..................................................................................................................................................... - 23 DRESS & APPEARANCE ........................................................................................................................................ - 23 EATING & SMOKING ............................................................................................................................................ - 25 KEYS & SECURITY ................................................................................................................................................. - 25 COMPUTER USE ETHICS ...................................................................................................................................... - 26 RADIOS ................................................................................................................................................................ - 26 SEXUAL HARASSMENT ........................................................................................................................................ - 26 DRUG FREE WORKPLACE ..................................................................................................................................... - 26 CRIMINAL HISTORY RECORD INFORMATION ...................................................................................................... - 26 CUSTOMER SERVICE STANDARDS ....................................................................................................................... - 27 KNOW YOUR PRODUCT AND BE ABLE TO COMMUNICATE IT ....................................................................... - 27 FRIENDLY ATTITUDE ...................................................................................................................................... - 28 PROMPT RECOGNITION OF THE CUSTOMER................................................................................................. - 28 TAKE INTEREST IN THE CUSTOMER ............................................................................................................... - 28 SHOW APPRECIATION ................................................................................................................................... - 29 SOLVING CUSTOMER COMPLAINT ................................................................................................................ - 29 EMPLOYEE EVALUATION & RECOGNTION ........................................................................................................ - 30 INTRODUCTION ................................................................................................................................................... - 30 DISCIPLINARY PHILOSOPHY ................................................................................................................................. - 30 CORRECTIONS................................................................................................................................................ - 30 KUDOS ........................................................................................................................................................... - 30 SATISFACTORY ACADEMIC PROGRESS ................................................................................................................ - 32 EMERGENCY AND SAFETY PROCEDURES .......................................................................................................... - 33 FIRES ................................................................................................................................................................... - 33 SMALL FIRES .................................................................................................................................................. - 33 LARGE FIRES .................................................................................................................................................. - 33 BUILDING EVACUATIONS .................................................................................................................................... - 33 University Center & Student Activities Evacuation Plan ................................................................................ - 35 BOMB THREATS................................................................................................................................................... - 36 WEATHER WARNING ........................................................................................................................................... - 36 CRIME IN THE UNIVERSITY CENTER .................................................................................................................. - 37 MEDICAL ATTENTION....................................................................................................................................... - 37 WORKER’S RIGHT TO KNOW ............................................................................................................................... - 37 SPECIAL NOTES ABOUT BLOOD AND BODY FLUIDS ............................................................................................. - 38 ON THE JOB INJURIES .......................................................................................................................................... - 38 POSITION DESCRIPTIONS ................................................................................................................................. - 39 OFFICE ASSISTANT ............................................................................................................................................... - 39 OFFICE COORDINATOR ........................................................................................................................................ - 41 GRAPHICS DESIGNER ........................................................................................................................................... - 42 SENIOR STUDENT MANAGER .............................................................................................................................. - 43 STUDENT MANAGER ........................................................................................................................................... - 44 STUDENT MANAGER IN TRAINING ...................................................................................................................... - 45 STUDENT SERVICE COORDINATOR ...................................................................................................................... - 46 WEB COORDINATOR ........................................................................................................................................... - 48 STUDENT SERVICE ASSISTANT ............................................................................................................................. - 49 OPERATIONS CREW PERSON ............................................................................................................................... - 51 GAME ROOM COORDINATOR ............................................................................................................................. - 53 - -3- GAME ROOM ASSISTANT .................................................................................................................................... - 54 SCHEDULING ASSISTANT ..................................................................................................................................... - 55 UNIVERSITY CENTER FLOOR PLAN.................................................................................................................... - 56 UNIVERSITY CENTER & STUDENT ACTIVITIES STAFF CREED ................................ ERROR! BOOKMARK NOT DEFINED. -4- UCSA Organizational Chart -5- The Role of the College Union The union is the community center of the college, serving students, faculty, staff, alumni and guests. By whatever form or name, a college union is an organization offering a variety of programs, activities, services and facilities that, when taken together, represent a well-considered plan for the community life of the college. The union is an integral part of the educational mission of the college. As the center of the college community life, the union complements the academic experience through an extensive variety of cultural, educational, social and recreational programs. These programs provide the opportunity to balance course work and free time as cooperative factors in education. The union is a student-centered organization that values participatory decision-making. Through volunteerism, its boards, committees, and student employment, the union offers first-hand experience in citizenship and educates students in leadership, social responsibility, and values. In all its processes, the union encourages self-directed activity, giving maximum opportunity for self-realization and for growth in individual social competency and group effectiveness. The union's goal is the development of persons as well as intellects. Traditionally considered the "hearthstone" or "living room" of the campus, today's union is the gathering place of the college. The union provides services and conveniences that members of the college community need in their daily lives and creates an environment for getting to know and understand others through formal and informal associations. The union serves as a unifying force that honors each individual and values diversity. The union fosters a sense of community that cultivates enduring loyalty to the college. Adopted by the Association of College Union’s (ACUI) general membership in 1996, this statement is based on the Role of the College Union statement, 1956. -6- University Center Statement of Purpose The University Center and Student Activities Department encourages student leadership, learning and growth by providing excellent campus activities, programs, student involvement opportunities and student employment. We are dedicated to enhancing the student experience by challenging students and employees to achieve their personal best. We also strive to be a place where our diverse campus community can learn, laugh and engage with one another. Goals: 1. To provide opportunities for student leadership development, academic achievement, and involvement on campus. 2. Provide opportunities for student empowerment. 3. Create an accepting environment and provide tools for the interpersonal growth of students. Create a forum where students of all cultures and ethnic backgrounds are accepted, understood, and appreciated. 4. Develop community on campus by providing a wide variety of programming. Develop programs that reflect the diverse nature of our campus. Provide experiential learning opportunities for students. 5. To serve as the community center of TAMU-CC by providing services, programs and conveniences for students, faculty, staff, and guests of the University. 6. To serve as part of the educational process by being a laboratory for practical experiences through which students and others develop their intellectual, cultural, social, physical and ethical selves. 7. To serve as a visitor’s center for the campus that will present a positive and supporting image. 8. To support recruitment of students and resources for TAMU-CC through the quality of services provided by our staff. 9. To provide an atmosphere and environment which stimulates discovery and examination of knowledge, wisdom and values and fosters self- expression, debate of issues, and respect for the individual regardless of race, color, creed, sex, sexual orientation, or age. 10. To support TAMU-CC in its mission to extend the reach of education beyond the confines of the campus by recruiting members of the community, in which this university resides, to use the facilities of the University Center for conferences and other events. 11. To use resources efficiently and to constantly plan, evaluate, and modify to meet the changing needs of those served, recognizing that an ability to deliver effective and quality programs and services depends on our financial stability. -7- UNIVERSITY CENTER HOURS OF OPERATION FALL/SPRING SEMESTER MON – THUR 7am–10pm SUMMER I & II MON - THUR 7am – 7pm SPRINGBREAK/INTERIMS MON - FRI 8am-5:30pm* FRIDAY 7am – 8pm* SATURDAY 8am – 8pm* SUNDAY 12pm – 11pm* FRIDAY 7am – 5:30pm* SAT 10am – 2pm* SUNDAY CLOSED* SATURDAY CLOSED* SUNDAY CLOSED* The University Center is typically closed during Winter Break (Christmas Eve thru New Year’s Day). *Special operating hours may be required for conferences/special events. UNIVERSITY CENTER ADMINISTRATIVE OFFICE HOURS OF OPERATION FALL/SPRING SEMESTER MON/WED/ THUR 8am-5pm TUESDAY 8am-7pm FRIDAY 8am-3pm SAT/SUN CLOSED SUMMER I & II SPRINGBREAK/INTERIMS MON/WED/THUR 8am–5pm MON - THUR 8am-5pm TUESDAY 8am-7pm FRIDAY 8am – 3pm SAT/SUN CLOSED FRIDAY 8am-3pm SATURDAY CLOSED SUNDAY CLOSED STUDENT ACTIVITIES HOURS OF OPERATION FALL/SPRING SEMESTER MON/WED/ THUR 8am-5pm SUMMER I & II MON - THUR 8am – 5pm SPRINGBREAK/INTERIMS MON - THUR 8am-5pm TUESDAY 8am-7pm FRIDAY 8am-3pm SAT/SUN CLOSED FRIDAY 8am – 3pm SATURDAY CLOSED SUNDAY CLOSED FRIDAY 8am-3pm SATURDAY CLOSED SUNDAY CLOSED STUDENT ORGANIZATION CENTER HOURS OF OPERATION FALL/SPRING SEMESTER MON – THUR 9am-7pm SUMMER I & II MON - FRI 10am – 2pm SPRINGBREAK/INTERIMS MON – FRI 9am-3pm FRIDAY 9am-3pm SATURDAY CLOSED SUNDAY 3pm-6pm SATURDAY CLOSED SUNDAY CLOSED SATURDAY CLOSED SUNDAY CLOSED -8- University Center Staff & Tenant Name/Location List DEPARTMENT/AREA Student Affairs Women’s Center Housing/I-ADAPT Office Career Services Office University Svcs. Sys. Support Student Activities Office Student Organization Center (SOC) REPRESENTATIVE(S) Dr. Eliot Chenaux Ann Degaish Angela Walker Veronica Munoz Stacy Hvarda Kris Scott Johanna Bratton Vacant Amber Marcil Dr. Amanda Drum Jo Anna Franke Terri Howe Sharon Herrera Nancy Salinas Jennifer Gonzales RJ Davis Sara Lopez Bob Martin Lily Gonzalez Amber Ramoz Patricia Rodriguez Valerie Gibbons Amy Kotulski Jack Pence Tori Amason CAB, Greek Life, ICA, UCSO EDGE, Aloha Days, Island Waves Bookstore Tori Sage El Mercado Convenience Store Tori Sage Matt Bars Maria Montalvo Ian Hughes Diana Ybanez Diane Hinojosa Christine Sanchez Mail Services Assistants Sterling Kelly ID Assistants ARAMark Campus Dining Svcs. Post Office SandDollar$ Office ROOMS/AREAS ASSIGNED PHONE 318A/B/D-I, 215A, 327(storage) x2612 303A x2792 303 B x2612 304A-K x2628 310 x5505 226 A-E 123, 204 A-I x3239 118A-F, 118I, 118L, 118M & O-U; East Loading Dock; 218A-B x2400 118N & 121 x2400 127, 137A-I & 137K-M, West Loading Dock, 212, 216 & 216A x2760 x2345 133 & 133A x2684 134 x5978 x5390 x3075 Campus Copies & Printing Svcs Vacant Position 117 Wells Fargo Bank Alicia Avolio Lisa Perez H. Lincoln Walburn Sarah Snowden-Middleton Rick Reyes Meredith Coplen Scheduling Assistants 108 UC Administration & Event Scheduling -9- x2707 215B- E x5200 x5281 UC Operations – Bldg. Ops, Information Desk, Event Management, Set Up & A/V Services JR Sanders Student Managers Student Service Coordinators Student Service Assistant Operations Crew Breakers Game room Telecommunications (phone) Computer Services (data) Media Services (video) Amy Kotulski Keith Franger Omar Corona Bryan Wadkins Physical Plant Work Control Desk Larry Maliwanag – UC Service Person (HVAC) - 10 - 135 219 101, 118J, 144, 225, 325, Crawlspace, 103, 111, 112, 113A, 114, 118G-H, 118K, 119, 128-129, 136, 138, 139, 140, Generator, Fire Pump, 203, 208, 222, 224, 302, 308, 321, 326, 400, Catwalk x5209 x5282 x5283 x5713 x5983 x5768 x2324 x2324 x5725 x2421 FULL-TIME POSITIONS DIRECTOR – LISA O. PEREZ She is responsible for overall management of the University Center & Student Activities facilities, services, programs and staff, as well as administration of the bank and cell tower contracts. Manages financial function and develops operating policies/ procedures, she also represents the University Center & Student Activities on a variety of University committees. ASSISTANT DIRECTOR, UNIVERSITY CENTER – H. LINCOLN WALBURN Responsible for the overall operation of the University Center Administrative Offices and coordinating room scheduling, daily operations, and event management including supervising the Operations Manager, the Scheduling Coordinator, and the Facility Supervisor. Also responsible for the information tables, coin-op lockers, bulletin boards, key control, and serves as primary contact for UC tenant service requests. He assists the Director with overall management and operation of the University Center. ASSISTANT DIRECTOR, STUDENT ACTIVITIES – LILY GONZALEZ She is responsible for the overall operation of the Student Activities Office and for supervising the three Program Coordinators. Also responsible for advising the Greek organizations, the Spirit Team, etc. She assists the Director with long-term planning, budgeting, etc. OPERATIONS MANAGER – JR SANDERS Coordinates daily operations such as opening/closing, event room set-up, A/V services, and supervises the Building Managers, Facility/Event Assistants and the Information Desk. Works closely with Facility Supervisor to manage cleaning/maintenance projects and is responsible for user safety/building security. STUDENT ACTIVITIES COORDINATOR – AMBER RAMOZ This person is responsible for coordinating co-curricular, educational, and major University-wide programming on campus. They oversee the activities of the Campus Activities Board, the Islander Cultural Alliance, the Order of Omega Greek honor society and Greek Week. STUDENT ACTIVITIES COORDINATOR – JACK PENCE This person is responsible for coordinating co-curricular, educational, and major University-wide programming on campus. They oversee the activities of EDGE/Alternative Spring Break, Panhellenic Council, and the Inter-Fraternity Council. STUDENT ACTIVITIES COORDINATOR – TORI AMASON This person is Responsible for coordinating co-curricular, educational, and major Universitywide programming on campus. They oversee the activities of the UCSO, SOC, supervise the office assistants for the SOC and 226, and oversee UCSA Leadership. - 11 - STUDENT ACTIVITIES COORDINATOR – PATRICIA RODRIGUEZ This person is Responsible for coordinating co-curricular, educational, and major Universitywide programming on campus. They oversee the Multicultural Greek Council, Aloha Days, Waves of Welcome Committee and coordinates our department and Student Affair’s role in Island Day and Orientation. UCSA COORDINATOR – AMY KOTULSKI This person is responsible for coordinating evening operations as well as supervising Breakers Game Room. This person also coordinates many campus wide events such as Islander Lights, Study Center and Late Night Breakfast. EVENTS COORDINATOR – SARAH SNOWDEN-MIDDLETON Processes requests for event/meeting room use, generates daily operations reports, and handles customer inquiries. Provides support to the Assistant Director and Operations Manager as needed. Provides back-up to Administrative Assistant as needed and oversees the Senior Building Managers who assist her with scheduling responsibilities. ADMINISTRATIVE ASSISTANT – MEREDITH COPLEN In charge of handling all purchasing, payroll, new hire paperwork for student workers, and cash-handling functions for the University Center units and backup support for the Scheduling Department BUSINESS SUPPORT SPECIALIST – VALERIE GIBBONS Manages the daily operation of the Student Activities Office and serves as a resource person for all Student Organizations and supervises Student Office Assistants. OPERATIONS MANAGER – RICK REYES Supervises the full time custodians and cleans all assigned areas as well. Also, maintains cleaning/maintenance equipment & supply inventory while supervising routine and project cleaning assignments involving student employees. Receives and organizes requests for maintenance and perform minor maintenance duties as required. - 12 - UCSA PROGRAM DESCIRPTIONS ALOHA DAYS Aloha Days is the freshman camp held before classes begin in August at an off-campus location. It gives participants a chance to meet new and current students, learn about Islander traditions and the history of the University, and get a grip on college and campus life. ALTERNATIVE SPRING BREAK (ASB) The ASB program provides an opportunity for college students and staff members to engage in direct “hands-on” service that addresses the needs of the location in areas such as community service, social services, environmental conservation, etc. ASB establishes educational objectives in collaboration with the host location. This in turns provides participants a sense of understanding about the region in which they will be volunteering and an opportunity to experience the culture of the individuals with which they will be interacting. CAMPUS ACTIVITIES BOARD (CAB) CAB is a student organization that is responsible for providing a variety of cultural, social, recreational, and service programs for the campus community. Students involved in CAB choose programs, make facility and food arrangements, promote events, and provide assistance to performers and artists. Examples of CAB programs include concerts, drive-in movies, hypnotists, magicians, virtual reality rises, lectures, festivals, dance lessons, and much more. EDGE This organization stands for Excellence through Development, Growth, and Experience. The organization was formed to minister and connect students with their civic engagement, community service and leadership development opportunities. In participating in EDGE events and opportunities student will actively be involved with the TAMUCC and Corpus Christi Community and help promote personal development, academic achievement and school spirit. GREEK LIFE Men’s and women’s social fraternities and sororities are mutually selective, values-driven organizations which provide an organized social life for members as a contributing aspect of their educational experience. These organizations provide life-long relationships, leadership, scholarship, service, campus and community involvement, as well as citizenship. The Panhellenic Council (NPC) is the governing body of the sororities present on campus: Alpha Gamma Delta, Delta Delta Delta, Gamma Phi Beta, and Zeta Tau Alpha. The Intra-fraternity Council (IFC) is the governing body of fraternities on campus: Beta Theta Pi, Delta Chi, Kappa Sigma, Phi Delta Theta, and Sigma Phi Epsilon. The Multicultural Greek Council (MGC) governs Alpha Kappa Alpha, Alpha Kappa Alpha, Interested ladies of Sigma Lambda Gamma, and Interested ladies of Lambda Theta Alpha. - 13 - ISLAND WAVES Island Waves is the campus student newspaper. It is printed 20 times per semester and is completely student-run. Students can start out by writing stories, taking photos, and selling ads for the newspaper on a volunteer basis. They can then work their way up to being on the paid editorial board. UCSA LEADERSHIP UCSA Leadership is a new service provided by the professional staff of the University Center and Student Activities department. UCSA Leadership provides a monthly workshops series to new students about issues they may face, as well as, to student leaders on campus and how to improve their leadership skills and make themselves more marketable. Along with our scheduled workshops, we give organizations, professors and other departments a chance to request our workshops to be delivered to specific meetings and classes. UCSA Leadership also provides an annual leadership conference open to all students. STUDENT ORGANIZATIONS Texas A&M University-Corpus Christi has over 100 student organizations that are open for student participation and governance. There are departmental organizations that focus on a particular field of study, special interest organizations, academically focused and professional organizations, sport clubs, cultural groups, religious organizations, and honor societies available to join. Students are also encouraged to start their own new organization if there is an interest that is not already represented by an existing organization. All student organizations have a delegate that represents their interests on the University Council of Student Organizations (UCSO), a policy- and decision-making board for organizations. UCSO also offers support and guidance to organizations through funding and education. ISLANDER CULTURAL ALLIANCE (ICA) Islander Cultural Alliance is a multicultural programming board that focuses on celebrating diversity and promoting cultural awareness by planning and executing various events throughout the year. Hispanic Heritage Month, Women’s History Month, Black History Month, Disabilities Awareness Month, Lesbian, Gay, Bi-Sexual, Transgendered, and Straight Allies programming, and religious celebrations are just a few of the programs and activities that the Alliance plan. Along with celebrating the diversity of our campus, ICA also strives to educate students on how to be global citizens and take part in society. WAVES OF WELCOME (WOW) WOW is a welcoming committee that programs events each semester to welcome students to campus and encourage interaction among all members of the University community. The purpose of WOW is to help students get involved on campus and stay connected. - 14 - STUDENT STAFF POSITIONS SENIOR STUDENT MANAGERS Responsible for the oversight of the entire operations student staff. SSMs are also responsible for staffing the Scheduling Office to assist the Events Coordinator. They are responsible for special projects as assigned by the administrative staff. Additionally, they perform all duties of a Student Manager if necessary. Also, they aide the Operations Manager in the supervision of the entire staff after regular business hours and on weekends. Assist in the set-up/ attend priority events to ensure that operations run smoothly. STUDENT MANAGERS Responsible for operation of the University Center at night and on the weekends. Student Managers supervise the other student workers scheduled when they work. Student Managers are responsible for the smooth operations of the building when on duty – security and safety, events and meetings, information desk, etc. They handle emergencies, open & close the building, and have access to the key box. Student Managers may request the assistance of ANY staff member for special cleaning needs, to help correct a problem for a meeting or event, or to help out in some other way. STUDENT SERVICE COORDINATORS The Student Service Coordinator is primarily responsible for overseeing the desk operations and customer service aspects of the Information Center. They are responsible for training and supervising Student Service Assistants and all Operations Crew members. The Student Service Coordinator’s hours will be split, with 75% of their work delegated to desk duties, and the other 25% will be student manager shifts. During those student manager shifts, the Student Service Coordinator will assume responsibility for the management of the University Center’s event rooms, cleanliness, and security. STUDENT SERVICE ASSISTANT The Student Service Assistant is primarily responsible for assisting the Student Service Coordinator in two areas—training new hires on desk procedures, and overseeing the desk operations and customer service aspects of the Information Center. They are responsible for learning the trades and inner workings of the info desk and broadening their understanding of the building and sharpening customer service skills. Student Service Assistants’ time is generally divided 50/50 between desk duties and student manager in-training shifts. OPERATIONS CREW PERSONS (OCPs) Prepare the meeting rooms by setting up tables, chairs, audio-visual equipment, staging etc. OCPs also sweep, pick up litter, vacuum, clean tables in the Commons dining areas, straighten - 15 - up the lounges and make rounds throughout the entire building. OCPs work with the Building Manager to prepare meeting rooms scheduled for events. OCPs also staff the Information Desk and occasionally carry out tasks delegated by the Student Service Coordinator or Student Service Assistants . They answer questions from customers about campus directions, activities, university services/offices and general university knowledge such as registration dates, phone numbers, etc. OCPs answer the University’s general information phone line and relay information to the Building Managers and Administrative Staff as needed. OFFICE COORDINATORS Office Coordinators serve in a similar capacity as Office Assistants. In addition to normal responsibilities, Office Coordinators assist in the training and development of Office Assistants; coordinate work schedules and assist in the hiring, discipline and evaluation of Office Assistants. MARKETING COORDINATOR The Marketing Coordinator designs, maintains, and updates the department’s website as well as our intranet site. This position is also responsible for general office work responsibilities as well as assistance and coordination in the conceptualization and design of publications of various media. WEB COORDINATOR The Marketing Coordinator designs, maintains, and updates the department’s website as well as our intranet site. This position is also responsible for general office work responsibilities as well as assistance and coordination in the conceptualization and design of publications of various media. OFFICE ASSISTANTS Office Assistants act as receptionists for the administrative offices of the University Center & Student Activities (including the Student Organization Center). They assist the UCSA staff with various office duties and special projects. SCHEDULING ASSISTANTS Scheduling Assistants act as receptionists for the administrative offices of the UCSA Suite 215. These assistants are responsible for helping input reservations into the Event Management System (EMS) and communicating with clients on what they require for their reservations. The assist the UCSA staff with various office duties and special projects as assigned. GAMEROOM COORDINATOR The Game Room Coordinator are responsible for day-to-day operations of Breakers, and assists - 16 - with the management and operations of the Breakers Game room. The coordinator also assists with the supervision and the discipline of the Game Room Assistants. In addition, this person is responsible for marketing and advertising of Breakers Game Room tournaments and general publicity, with the assistance of the Game Room Supervisor. GAMEROOM ASSISTANTS Game Room Assistants are responsible for day-to-day operations of Breakers including, tracking usage in EMS and log book, properly charging customers based on activity, maintaining equipment and supplies, properly filling out all daily logs, cleanliness of Breakers, and other duties as assigned. - 17 - GENERAL BUILDING POLICIES/PROCEDURES As a University Center employee, you need to be aware of the University Center’s policies because you will need to enforce and explain them as needed; you are also expected to follow these policies as a role model for our customers. BICYCLES, ROLLER SKATES, AND SKATEBOARDS - Bicycles are not allowed in the building; roller blades and skateboards may be carried but not used. Bicycles should be secured at outside bike racks, not attached to columns, light poles or railings (this applies to employees as well). Running is not permitted in the UC. SHIRTS AND SHOES - Shirts and shoes must be worn at all times in the building for hygiene and safety reasons. SMOKING - IS PROHIBITED IN THE UNIVERSITY CENTER. Smokers must be 25 feet away from any entrance to the building. ALCOHOL - Alcoholic beverages are not allowed in or around the building except as part of an officially approved event in adherence to University policies. Alcoholic beverages are not allowed in public areas of the building. UNACCOMPAINIED CHILDREN & TEENAGERS - An adult must accompany children/teenagers who are not 18 years old and/or are not students while in the building. During camps, conferences and other special events, children/teenagers may use the facilities of the University Center if accompanied by adult chaperones. If unsure, ask the child/teenager to identify the parent/chaperone. Children left unattended in the lounges, game room, Commons, etc.—even while parents attend events--should be escorted to parents/chaperones or out of the building. POSTING FLIERS/TABLE TENTS/BANNERS – Any posted information must be reviewed and stamped at the Information Desk, then posted by a UC staff person on the appropriate bulletin board. Banners are to be hung in the University Center and may be displayed only in approved locations and must be scheduled through the Scheduling Office on the second floor, Suite 215. Table tents must also be scheduled for placement through the Scheduling Office. Signs, fliers, banners etc. may not be taped or tacked to walls, doors, trim, windows, railings, furniture or equipment at any time. - 18 - TELEPHONE/FAX/COMPUTER/COPIER/OFFICE SUPPLY USE BY CUSTOMERS Telephones and other office equipment at the Information Desk and in offices are for business use only. Ask customers to use the on-campus courtesy phones and/or pay phones. Copy and Fax services are available at Campus Copies. Scissors, tape, paper, markers, etc. should not be loaned; supplies are available from the Bookstore. In an emergency, use your discretion to allow use of business phones. UNRESERVED EVENTS/SPACE USE - All usage of the meeting/event rooms, information tables, outdoor areas, lounges, etc. for meetings, classes, programs, literature distribution, fund raising activities, etc. must be scheduled through the Scheduling Office. Informal study groups may use the study lounges, balcony lounges, Dock Lounge, Commons, etc. but these areas shouldn’t be used for student organization or departmental meetings/events without special clearance from the Scheduling Office, Operations Manager or other senior staff member. EQUIPMENT - Tables, chairs, staging, A/V equipment, etc. may not be removed from the University Center without approval by a member of the administrative staff. A signed equipment loan agreement form must be completed with the Scheduling Office before equipment may be picked up. VEHICLES - Non-University vehicles are not usually allowed on the sidewalks, grassy areas or planting beds surrounding the building in the interest of pedestrian safety and to protect underground pipes, wires, etc. If you notice vehicles on the sidewalk, notify the manager on duty immediately. FIRST AID KIT - A first aid kit is kept at the Information Desk for the use of University Center & Student Activities employees only. Bandages, aspirin, etc. should not be dispensed to students, faculty/staff or visitors except in a severe emergency such as a deep laceration or other injury. Refer customers to El Mercado or the University Health Center. RED PUNCH/GLITTER - Red punch and/or glitter will not be served nor should not be allowed in the building. When glitter gets into the carpet, it is extremely difficult to remove and when red punch is spilled, it permanently stains carpets, walls, etc. Pink lemonade and Grapefruit punches will not stain and are allowed. Any violations of this rule should be reported to the building manager on duty or any full-time staff immediately. - 19 - EMPLOYEE POLICIES/PROCEDURES & EXPECTATIONS PERFORMANCE EXPECTATIONS The first impressions of the University can be formed right in the University Center building. Many times, we will have only one opportunity to deliver a great first impression of the campus. You will be given all the tools and support to make this impression; but you have the responsibility to fulfill it… put forth your best effort each time you come to work. Here are a few things you can do to achieve your best effort every time you come to work: Always be "at work" at work; if you don’t have an immediate assignment, look for something to do. Check with other student staff or the custodians to see if assistance is needed. Go on patrol for things that can be straightened up, wiped down, re-stocked, updated…whatever. Initiative and self-direction should be your middle name when you come to work. Apply the golden rule to your work relationships: "Do to/for/with others as you would want to be done to/for/with you in return." In other words, think about your co-workers as you go about your daily tasks, do tomorrow morning’s setup tonight if you can, re-fill the stapler, printer, or supply closet when you use the last of an item, write clear notes concerning changes or last-minute additions, take a shift substitution when you can. Remember, "What goes around comes around," so treat your co-workers as you want to be treated. Keep in mind that the University Center is your employer--not Operations, the Post Office, or the Info Desk—so always keep an eye out wherever you are in the UC. While you might be on your way to work on the 3rd floor, if you see a problem on the 1st floor as you go, fix it or at least bring it to your supervisor’s attention. Always carry a pen/pencil and paper so you can write down problems as you see them. Obviously if it is a problem that needs immediate attention, don’t wait until the end of your shift to report it. Handle it immediately! Wear your uniform on both your body and attitude. Remember that every interaction with a customer OR co-worker is a moment of truth that will create a lasting impression. Please make every moment of truth count. Sign your name to your work without any reservations. Above all…be honest! Be honest with our customers by knowing your job and doing it, you accept the paycheck so you must accept the work. Be honest with your co-workers and supervisors…if something is bothering you or you are unclear about expectations, TALK ABOUT IT! Don’t wait for a crisis or irreconcilable difference to voice your concern. And be honest with yourself…if your job doesn’t challenge you or you are dissatisfied, don’t "grin and bear it,” the healthy thing for everyone involved is for you to find another place to work that makes you happy. - 20 - When you were hired, it was a vote of confidence in you by the University Center staff. We believe you can help make the University Center as comfortable, clean, safe, efficient, effective, and FUN as it is beautiful. WORK SCHEDULE & ATTENDANCE Coming in late, leaving early, and most of all, not showing up for work demonstrates irresponsibility. You are expected to come to work every day you are scheduled. You should show up with a positive attitude, willing and ready to work. Punctuality is essential since your fellow workers, students, faculty, staff, and visitors depend on you to be at work on time. A few minutes here and there may seem insignificant to you, but to our customers it can mean disaster. Excessive unapproved absences, late arrivals and early departures will cost you your job. You are expected to arrive at work on time and to work as long as you are scheduled for the whole semester; the semester ends on the last day of final exams. Building Managers who are opening the University Center must arrive at least 15 minutes before the building's scheduled opening time to ensure the doors are open on time. For shift changes, you should arrive at least 5 minutes before you are scheduled. Definition of lateness: Lateness is arriving at or after the time you are scheduled to work. For example, if your shift begins at 8:00 am and you arrive at 8:00 am you are late unless your supervisor has made an exception for you. NOTE: four unexcused times late for work or staff meetings per year are grounds for immediate dismissal. Definition of Missed Shift: Not showing up for your entire shift is a "missed shift“. A "missed shift" is an unexcused absence. NOTE: two missed shifts or unexcused absences (including staff meetings) per year are grounds for immediate dismissal. TIME OFF If you plan to be out of town for a weekend or even if you wake up feeling sick, it is your responsibility to find a substitute or come to work. Failure to find a substitute without a note from a physician may count as a missed shift. Health Services and/or other health care professionals will give you a note if you tell them it is needed by your employer. Your full-time supervisor will decide whether an absence was excused or unexcused. There is no paid vacation time for student workers; the same is true for "sick leave”. If you are suddenly ill or have an emergency, you must call your supervisor or the manager on duty to let him/her know if you have not been able to find a substitute. An emergency is not oversleeping, wanting a day off, having to study for a test, or forgetting when you were scheduled. DO NOT LEAVE A MESSAGE… TALK WITH YOUR SUPERVISOR OR ANOTHER UCSA FULL-TIME STAFF MEMBER. - 21 - SHIFT SUBSTITUTIONS Knowing that the building will be supervised and staffed adequately is absolutely essential. Since the number of staff is limited, the number of possible substitutes is limited. Your co-workers are also busy and expect you to hold up your share of responsibilities. Time-off requests from student employees are considered on a "first come-first considered" basis at the discretion of the full-time supervisor in each area. Remember that requests for time off are just that – requests! Although we make every effort to accommodate requests, the smooth operation of our offices and the UC are our first priority. For any planned absence, at least a five day’s notice to your full-time supervisor is required. Substitution requests may be requested by utilizing the online shift substitution form found on our UCSA Staff Intranet site: ucsastaff.tamucc.edu. Approval is not official until your request has been approved in the When-to-Work Scheduling System. Acceptable excuses for absences without advance notice include: 1. emergency medical care for self 2. emergency medical care for immediate family 3. death in immediate family If needed, your full-time supervisor or a Building Manager will assist you in finding a substitute for these situations. Excused absences with advance notice will be granted for 1) elective surgery or medical treatment that cannot be scheduled during hours you do not work; and 2) bona fide school field trips. All other requests for substitutions or reasons offered for lateness or absence for a particular shift may or may not be accepted at the discretion of your supervisor. Evaluation of performance to date will enter into the decision on whether to approve a substitution or grant an "excused" absence or lateness. Other factors that will be considered include number of subs requested to date, number of subs accepted to date, and events scheduled in the building on requested shift. Your supervisor will consider permanent shift changes for dire personal medical or academic reasons; other reasons may be accepted at your supervisor’s discretion. BREAKS Student employees are entitled to a fifteen minute unpaid break when working at least a six hour shift and a half an hour unpaid break when working at least eight hours in one shift. Please coordinate with your supervisor and co-workers before leaving your work area for a break. If you are needed to assist with a problem while on break you may be called to work then allowed resume your break at a later time. While on duty, employees may not leave the building except with specific permission of your full-time supervisor or another full-time UCSA staff member. TIMESHEETS & PAYCHECKS - 22 - The timesheet you complete online (owl.tamucc.edu) and submit biweekly through Time Traq is the only official record of the hours you work. The workweek begins on Thursday and ends on the following 2nd Wednesday; holiday and spring break pay periods may start and/or end on different days. Any hours not shown on your timesheet will not appear on your paycheck. If you come back for a second shift on the same day, be sure to punch out, and then back in. At the end of the work period--after you have worked your last shift--you must complete your Time Traq timesheets and submit them before midnight, the Wednesday they are due. The hours contained in each timesheet must come directly from the timesheets created on OWL. Each supervisor will approve timesheets, which will then be sent to the Payroll Department for processing. You will not be paid unless your timesheet is submitted on time, contains the correct number of hours on each timesheet, and has been approved by your manager. PAYCHECK PICKUP Payday is every two weeks. Paychecks for the prior work period may be picked up Friday after 9:00 am in USC 126. Paychecks may only be picked up during regular business hours. You can sign up for electronic deposit of your paycheck directly to your bank account as a convenient and safe way to handle this chore; ask for the form when you complete your employment paperwork. If you sign up for direct deposit, you may also want to sign up for paperless payroll—which will eliminate having to pick up a paycheck stub every time paychecks are delivered. OVERTIME Although the University recommends that student employees generally limit total time worked per week to no more than 19 hours, this is not a "hard and fast rule." The University Center operates 96 hours per week and often has special extended hours for special events, so you may be required to work 20+ hours per week on a regular basis. Whether because of routine need or as special circumstances arise, you should be ready, willing, and able to work more than 19 hours in a week if your supervisor requests/requires it. Even if you have another job—either on or off campus—you need to treat your job in the UCSA as your NUMBER ONE PRIORITY. Let’s make a deal; if you agree to approach your job with the UCSA as "JOB ONE," then your supervisor will make every effort to give you ample notice when extra hours are required or when you need special consideration in scheduling over-time. Since student employees are "parttime," there is no overtime or special pay rate for extra hours. DRESS & APPEARANCE The University Center & Student Activities has a dress code for each of its functional areas (e.g. Building Managers, Operations Crew, Office Assistants, etc.). The dress code for your specific area will be explained to you during your orientation. However, no matter your area of work, it is very important that you present a neat, clean image at all times. Hats, sweatpants, exercise clothes, swimwear, or flip-flops are never permitted. Additionally, open toed shoes may not be - 23 - allowed if you’re in a position where such attire is prohibited by OSHA. SHOES SHOULD NEVER BE REMOVED WHILE AT WORK! For easy identification, all student employees are required to wear the prescribed uniform, including name tags, when on duty. If you arrive without your staff shirt, your supervisor or the manager on duty may send you home to get it. You may not punch in until you come back with your shirt and nametag on and you will be considered late without an excuse. If you become cold while at work, a jacket will be checked out to you. You may not wear a personal sweater or jacket over the staff shirt. At the beginning of each academic year (or at the time of your hire), you will be issued your uniform shirt(s) and nametag. If you lose or damage your shirt(s) or nametag, you will be expected to purchase replacements. Replacement costs are: Polo Shirt-$15; T-Shirt-$5; Nametag$5. Building Manager Dress Code Senior Building Managers and Building Managers are the direct representation of the administrative staff of the University Center & Student Activities. Additionally, Senior Building Managers and Building Managers supervise other student staff members and are “looked up to” by these staff members. As such, we have a higher expectation for the presentation of Senior Building Managers/Building Managers. Here are some guidelines that will help you to make good dress decisions if you’re in this position: Senior Building Managers/Building Mangers will wear the issued polo with the nametag while they are on duty. They must be dressed in business or business casual slacks. Athletic shoes are no permitted, but shoes with a sturdy rubber sole that is appropriate. Occasionally, administration will inform the staff of specific dates on which only a dress uniform must be worn. Such days are called “black-out dates.” On black-out days you will need to wear your best attire. This includes nice slacks/pants/skirt with a shirt and tie for the men and a business casual, work appropriate top for the women. You will also need to wear a belt and nice shoes. Make sure your shirt is tucked in and you’re nicely groomed. Black-out attire is usually required when we have a high profile event and is only required to be worn during the times of the specific event. Jeans may only be worn on Saturdays and Sundays on non-black-out days as long as there are no holes, rips, or tears in the fabric. If jeans are worn, the prescribed polo must be worn with the jeans and your shirt must be tucked in. Operations Crew and Office Assistant Dress Code An issued staff shirt and any style of dress skirt, long pants, slacks, or in some cases, jeans may be worn as long as there are no holes, rips, or tears in the fabric. Walking shorts may not be worn while working at the University Center. Walking shorts are defined as shorts with a length within two inches from the top of the kneecap when standing. Athletic (gym) shorts, biking (lycra, spandex) shorts, short shorts, and “cut-offs” are not considered appropriate attire. - 24 - Occasionally, administration will inform the staff of specific dates on which only a dress uniform must be worn. Such days are called “black-out dates.” On black-out days you will need to wear your best attire. This includes nice slacks/pants/skirt with the issued polo. You will also need to wear a belt and nice shoes. Make sure your shirt is tucked in and you’re nicely groomed. Blackout attire is usually required when we have a high profile event and is only required to be worn during the times of the specific event. Office Assistants An issued staff shirt and any style of dress skirt, long pants, slacks, or in some cases, jeans may be worn as long as there are no holes, rips, or tears in the fabric. Walking shorts may not be worn while working at the University Center. Walking shorts are defined as shorts with a length within two inches from the top of the kneecap when standing. Athletic (gym) shorts, biking (lycra, spandex) shorts, short shorts, and “cut-offs” are not considered appropriate attire. Special guidelines for the Information Center and other high-profile positions: Extreme hair styles (e.g. shaved head, mohawks) or unnatural hair color (e.g. green, purple, orange), visible body piercings other than earrings (e.g. nose, eyebrow, lip, etc.) and most visible large tattoos are inappropriate and not permitted for Operations Crew Persons and other highprofile positions as designated by supervisors. EATING & SMOKING At no time should a student employee be eating food while on the job. A soft drink is acceptable if it is kept out of public view. For scheduled meal breaks, we prefer that you either remove your staff identification (shirt and/or nametag) while using the Commons’ Market, or eat in a private location so you do not appear to be unavailable for questions or assistance while eating. All employees are expected to abide by the University smoking policy maintaining all campus buildings as smoke-free environments. Smoking in public areas - such as outside exterior doors – while in uniform is strongly discouraged. KEYS & SECURITY You may be assigned or at least have access to keys, lock combinations, security codes, etc. that open rooms, secure cash, access expensive equipment or even open the exterior doors to the UC. Obviously, this kind of responsibility indicates a great deal of trust but also requires tremendous caution. NEVER leave keys in a lock or leave a room/safe/cabinet/unlocked –even for a moment—if you have to leave the area. Do not take keys with you from the building unless they have been officially signed out to you. Do not write down passwords, combinations or access codes. If you lose keys or access code, report it your supervisor or to the University Police immediately. - 25 - COMPUTER USE ETHICS Remember that the same computer use ethics policy enforced in the Computer Services labs also applies to use of the computers and computer-based systems you use while at work. You should not use your access to send personal e-mail, complete personal work or for "pleasure surfing" on the Internet. Don’t download personal software or data onto work computers. DON’T TRANSFER FILES FROM PERSONAL FLOPPY DISKS SINCE MANY VIRUSES ARE SPREAD THIS WAY. In short, use the computers at work for work-related activities, if you are unsure, ASK YOUR SUPERVISOR! RADIOS Radios are to be used only for official communications; radios are tools, not toys, and should be treated as such. NEVER say anything disrespectful or obscene while using a radio since the message is broadcast to all units and customers may overhear transmissions. Be evaluative in your communications so complete information can be relayed in a concise manner. Additional radio use guidelines can be found in individual position manuals if they apply to you. SEXUAL HARASSMENT Sexual harassment will not be tolerated and, if proven, will cost you your job. Basically, sexual harassment is an action that makes other people uncomfortable and hinders their job performance. It can include things such as pornographic pictures, vulgar statements or gestures towards someone or something, dirty jokes, innuendoes, hints of work related favors, unwanted staring/attention, forcing someone to choose between work and compromising situations, suggestive nicknames, or retrieving sexual explicit material from the Internet. Any behavior creating a hostile environment or that excludes/isolates someone at work will not be tolerated. DRUG FREE WORKPLACE Texas A&M University- Corpus Christi and the University Center is a drug free work place. All staff members are expected to abide by University regulations, state and federal laws pertaining to controlled substances and illegal drugs. The unlawful use, possession, manufacture or distribution of illegal drugs is prohibited on University property or at University-sponsored activities. For purposes of employment, alcohol is included as an illegal substance. Disciplinary actions could include termination of employment and/or referral for prosecution. CRIMINAL HISTORY RECORD INFORMATION EMPLOYEE AND APPLICANTS The Texas A&M University System is committed to protecting the safety and welfare of employees - 26 - and the general public, preserving state property, and upholding the reputation and integrity of the A&M System for the citizens of Texas. To achieve these goals, Members of the A&M System may obtain, at any time, criminal history record information on any applicant for employment or any existing employee. Criminal history record information may be used to make employment decisions affecting the applicant or employee as provided by this regulation. Every offer of A&M System employment shall be conditioned on receipt of an acceptable criminal history record information check. Failure of an applicant to consent to a criminal background check is grounds for rejection of the applicant. Applicants shall be ineligible for A&M System employment if the applicant has criminal history indicating a conviction for: Any second-degree, first-degree, or capital felony as defined by state law or equivalent offenses under the law of another jurisdiction; or Any offense requiring registration as a sex-offender. Each A&M System employee’s criminal history record information is subject to review at any time as permitted by law. Periodic criminal history information record checks shall be conducted at the discretion of A&M System Member. A&M System employees must report to their supervisor, within 24 hours or at the earliest possible opportunity thereafter, any criminal arrests, criminal charges, or criminal convictions, excluding misdemeanor traffic offenses punishable only by fine. Failure to make the report required by this section shall constitute grounds for disciplinary action, up to and including termination. For complete information on this system policy, please visit http://www.tamus.edu/offices/policy/policies/pdf/33-99-14.pdf. CUSTOMER SERVICE STANDARDS The University Center is much more than just the building, its furnishings and equipment. In fact, what we want our customers –the students, faculty, staff and visitors from the community, to remember most is the service they receive from every member of the University Center staff. A customer who has to walk through a messy lobby may become annoyed trying to find a restroom stall with toilet paper, become more frustrated trying to get a question answered at the Info Desk, and eventually "blow up" at a Mail Assistant when a small problem develops there. Clean entryway doors, clean and comfortable lounges, and clean and well-stocked restrooms all communicate that we care about our customers and their experience with us. A staff that is friendly and helpful to the individual in meeting his/her personal needs helps convert the first good impression into a lasting one. KNOW YOUR PRODUCT AND BE ABLE TO COMMUNICATE IT Training for a position in the University Center & Student Activities can be a very rigorous - 27 - process. During your training, much emphasis is placed on the understanding and application of policies/procedures as well as the teaching of basic technical skills needed in your assigned area. The philosophy behind our training program is that the better you know the technical side of your job, the more you can concentrate on the intangible aspects, the human element . . . customer relations. Anyone can memorize policy and recite it back to a questioning customer in a manner resembling a programmed robot. The key is to be able to explain policy, set up a sound system, etc. in a personal, people-oriented fashion. FRIENDLY ATTITUDE It is important that you are in a positive frame of mind when you punch in for a shift. There will be times when you have had a tough day and you might not be in the best of moods. The last thing you want to deal with is a customer who just blew his/her "A" in Statistics and needs someone to take it out on. One of the most valuable skills you will gain from your work here is the ability to deal effectively with a variety of different people. To learn this skill, you must maintain a friendly, helpful disposition when handling both problem and routine situations. PROMPT RECOGNITION OF THE CUSTOMER Being ignored is probably one of the worst feelings one can experience. In a busy situation it is important to assure the customer that, yes, you do see him/her and will be waiting on him/her shortly. Two simple, yet extremely effective techniques of doing this are as follows: Establish eye contact with people waiting for service. Communicate to the customer, verbally or with a polite gesture that you will be right with him/her. TAKE INTEREST IN THE CUSTOMER Recollect, for a moment, the last time you left a clothing store, restaurant, bank, etc. feeling like the king of the old cliché "the customer is king." We usually feel more like a joker. How often do you feel as if you are imposing on the clerk/wait staff when asking a question? This frustrating feeling can be referred as the "Rodney Dangerfield Syndrome”. Three ways to combat this dreaded lack of respect which consumers suffer from are as follows: Genuine interest in the customer. Flattery is phony, superficial, and extremely easy to recognize. Taking an interest in what someone is studying or doing is very real and refreshing. The better we get to know our customers, the more enjoyable our jobs will be. Listening. Listen well to what the customer has to say. Listening skills allow us to become more in touch with the customer's needs. Take that extra step. A warm smile at the end of a hard afternoon, a helping hand when there is too much to carry, or some sincere advice with a personal touch can really highlight someone's day. - 28 - SHOW APPRECIATION "Sometimes you want to go where everybody knows your name and they’re always glad you came”. These words are from the theme song of the television program "Cheers”. They describe the desire we have to feel important and feel needed. How does this apply to customer relations in the UCSA? Whether you are working as an Operations Crew Member, an Office Assistant, or a Building Manager, always communicate your thanks and appreciation to our customers. Let them know that they are important to us and yes, we are always glad they came! SOLVING CUSTOMER COMPLAINTS LISTEN TO THE CUSTOMER - Listen actively to both words and feelings. Try to anticipate what the customer is getting at, but don’t interrupt! On the basis of what has already been said, ask yourself, "What is the speaker trying to get at? What is the point?" Do not form conclusions or begin to construct your reply until you first understand the customer's feelings. Listen between the lines. Customers do not always put everything important into words, so observe body language such as the changing tones and volume of voice, expressions, hand gestures and body movements. Active listening is trying to understand what the message really means. Pause and consider what you just heard before replying. Assume you probably don't understand completely and ask for feedback on what you think you heard–it never hurts to clarify a situation. ACCEPT THE FEELINGS, BUT DO NOT TAKE IT PERSONALLY - Empathize, which means you understand how they feel. This is different than sympathizing which means you feel the same thing the customer is feeling. Always remember that complaints, hostility, anger, etc. is directed at the problem, at the situation and/or your role as an employee; not who you are as a person. CLARIFY THE PROBLEM - Stay friendly and build trust. Reflect what you understand the problem to be. Ask questions, but do not defend or argue. WORK WITH THE CUSTOMER TO FIND A "WIN/WIN" SOLUTION - Find out what the customer wants. Ask what they would like you to do. Don't get into whose fault it was. You never want to make a customer feel stupid. Tell the customer what you can do, not what you can't do and the reasons why. Make "I" statements, not "You" statements. If it doesn't cost much to solve the problem, give the customer the benefit of the situation. If you can’t give a customer exactly what he or she wants, suggest an alternative. See if there's something else that will meet the customer's need. Negotiate a solution that clearly outlines what you and the customer will do next. ACT! - Do something that at least begins the process of resolution even if it simply means calling in a supervisor. If your negotiated solution involves actions by other staff members, especially other departments, follow-up to make sure the appropriate actions were taken. Remember that the solution is your agreement or promise to the customer. Take some action in front of the customer, even if it is nothing more than making a phone call or filling out a form for the customer to take somewhere else. - 29 - EMPLOYEE EVALUATION & RECOGNTION INTRODUCTION Student employees will be evaluated after their first 160 hours of work and will receive a $0.25 per hour wage increase if performance meets or exceeds expectations. Failure to meet expectations will result in probation for the second semester of employment and termination will result if expectations are not met or exceeded during the probation period. Continued employment and annual raises of $0.50 per hour are given to student employees meeting or exceeding expectations in the annual performance review process. Informal, verbal performance reviews are normally done at the end of the fall semester. Formal, written evaluations are performed at the end of the spring semester. DISCIPLINARY PHILOSOPHY We believe that the University Center has a very real responsibility to educate its student employees and to act as a training ground for acquiring leadership, time-management, supervisory, and other necessary life skills. We attempt to select students whom share our philosophy and intend to gain these and other skills while in our employ. We realize from time to time that people, in general, fall short of expectations and need additional support in order to effectively perform their responsibilities. The following are the disciplinary procedures we follow when dealing with policy and/or procedure violations: CORRECTIONS When a student employee is negligent or does not follow policy or procedure, they will be assessed a “correction” or “corrections”. The accumulation of five corrections will necessitate the administration of a first written warning, better known as a “write-up”. A second written warning will be issued at the accumulation of 10 corrections. The accumulation of 15 or more corrections will cause the student to be suspended or terminated at the direct supervisor’s discretion. Probation of an employee can also be assessed. Further disciplinary problems during a prescribed probationary period will result in the immediate termination of the student’s employment. Corrections can be assessed in any number at any time depending on the severity of the infraction or negligence. Some examples of actions warranting a correction or corrections are: tardiness for work, absence from work, failure to follow directions, insubordination, inappropriate language in the work place, poor communication with other staff members, supervisors, or customers, etc. KUDOS Kudos are given by supervisors to student employees to reward performance that goes above and - 30 - beyond the scope of a particular position. The number of kudos awarded depends on the scope and complexity of the project, activity, or action. Kudos will offset previously-assessed corrections; however, written warning will not be removed from an employee’s file for at least the current academic year. If a written warning has been issued and subsequent kudos are awarded, the student will be able to “bank” the kudos but the kudos will NOT eliminate the written warning. Some examples of projects or activities that warrant a kudo or kudos are: assisting a supervisor with a complex task or project, filling in for a co-worker on very short notice, paying extra close attention to detail, etc. Although the items on the list below are NOT exhaustive and the administration always reserves the right to use discretion in the awarding of corrections and kudos, we hope that having this list will at least help guide students and help them to understand the performance boundaries that we have set into place. See the UCSA Intranet site for more information on Corrections and Kudos. Corrections Corrections! 1st Missing a required meeting without notice Missing a required meeting with notice Late to a meeting Missing a shift without notice Missing a shift with notice but no coverage Late for shift with call Late for a shift with no call Inability to follow directions Out of uniform Customer complaint Substandard work performance (attitude, cursing) Building Manager late for opening shift Violation of policy or procedure 5/write up 3 3 5/write up 3 1 3 1-5, dep. on severity 1 1-5 dep. on severity (3 common) 1-5 dep. on severity (3 common) 3 3-5 (dep. On severity) 2nd 3rd 5 5 3 5 5 3 5 5 Kudos Kudos! Shift Pick up Staying on shift late without notice Work off the clock (>30 min) Praise from client 1st 3 (less than1 hr notice) 1-1/2 hour to 1 hour 2 3 - 31 - 2nd 3rd 2 (1- 4 hours notice) 2 (1 hour to 2 hours) 1 (4+ hours notice) 3 (> 2 hours) Special Tasks Above and beyond Long term projects Displayed leadership abilities GPA Posted Kudo Opportunities 1-3 (2 is common) 1-3 (2 is common) 3-5 2 average 2 for 3.0+ See UCSA Staff Website 3 for 3.5+ 5 for 4.0 Although these disciplinary procedures are constructed in a way that hopefully dispenses quick and immediate feedback for poor performance and rewards extraordinary performance, you must understand that certain infractions will result in immediate termination. Such activities might include displaying violent behavior in the work place, illegal drug or alcohol use in the work place, theft of personal or university property, misrepresentation of facts or lying, participating in fraudulent activities, etc. Termination of a student employee will necessitate the supervisor consulting with their own supervisor. Agreement of these two individuals will result in the issuance of a termination letter. Should a student wish to appeal a termination decision, they may do so by submitting a written letter of appeal to the Director of the University Center. They must submit this letter within two working days (Monday-Friday) of the date on the termination letter. If letter of appeal note is not filed within the prescribed time frame, the student will no longer have a right of appeal. The letter of appeal will be reviewed by the Director. The student as well as the student’s supervisor(s) may be consulted by the Director during their deliberation process. The Director will then render a decision on whether to uphold or reverse the termination within five working days. SATISFACTORY ACADEMIC PROGRESS Students should realize that their first priority must be to attempt to achieve academic excellence in each of their various classes. With this in mind, the University Center requires all students to maintain satisfactory academic progress. Satisfactory academic progress is defined as having a cumulative grade point average of at least 2.2. If a student falls below a cumulative GPA of 2.2, they will be placed on one-semester probation and will be expected to increase their cumulative GPA above 2.2. If, after the probationary period has elapsed, the student has not raised their cumulative GPA above a 2.2, the student will be relieved of his/her duties with the University Center. If, in the future, the student raises their GPA above a 2.2 AND they were not under any other type of disciplinary action at the time of their termination, they will be permitted to return to work—providing there is a position open and available. Students in manager positions must maintain a cumulative GPA of 2.5. - 32 - EMERGENCY AND SAFETY PROCEDURES In any facility or office, certain preventative policies and procedures need to be established to guarantee the safety of its occupants. Employees are expected to be familiar with all emergency procedures, including fire alarms, bomb threats, and calling for help when someone requires emergency medical attention. In addition, employees should keep a "watchful third-eye" for anything of a hazardous nature such as horseplay or potentially dangerous building conditions. Know your area and the appropriate exits for your area. Know any employees or "regular" building users that will require assistance in evacuations. FIRES SMALL FIRES If a fire is reported to you, obtain information as to the location and, if possible, the type of fire (trash can etc.) NOTIFY THE MANAGER. You will be trained to use an extinguisher in case you discover a small fire in a trash can, for example. Remember "PASS" as an easy way to use a fire extinguisher effectively: "PULL" THE PIN FROM THE HANDLE "AIM" THE NOZZLE AT THE BASE OF THE FIRE "SQUEEZE" THE HANDLE TO ACTIVATE THE SUPRESSANT STREAM "SWEEP" THE STREAM ACROSS THE FIRE FROM SIDE TO SIDE Try to put the fire out AFTER YOU HAVE NOTIFIED THE MANAGER. There are extinguishers located throughout the building; it is your job to know where they are and how they work. LARGE FIRES Do not attempt to fight large fires. If the fire is too large (you aren't confident you can extinguish it with an extinguisher), then pull the nearest alarm box. This should automatically call the Fire department. Then help with evacuation of the building. Don’t panic--whatever you do-- and help to keep others calm. Make sure you are in contact with other staff over the radio. In case of this type of emergency proceed to the agreed meeting place listed in the evacuation plans. REMEMBER…you aren’t a super hero, so don't run back into a dangerous situation. BUILDING EVACUATIONS By request of the Environmental, Health and Safety Office and the University Police Department, we have been asked to rework our current evacuation procedures. The following plan is based on information received during a fire drill held on March 14, 2008. The new goal of our staff is to get out of the building as soon as possible. We are to advise patrons where to go as we ourselves are leaving the building. Once we are out of the building - 33 - our job is to make sure everyone is at least 100 feet from the building. We are also to make sure that no one tries to pass the 100 feet barrier until the all clear signal has been given by UPD. Each of us will have a specific area we are to patrol when the building alarm goes off. We must remember to take our radios as we leave so we can communicate effectively. You may also be provided with E, H&S vests to help people know you have the authority to tell them what to do. We have been placed in teams of two or three to help ensure someone will be at each location. If you find yourself unable to get to your location please contact someone in your area as it is a head count for us as staff also. Please make effort to walk around the 100 foot barrier to get to your assigned location if your direct path has been blocked. During the normal business hours of the week; we will follow this evacuation plan: - 34 - University Center & Student Activities Evacuation Plan - 35 - BOMB THREATS If you receive a bomb threat, remain calm and try to obtain as much information as possible. - Be courteous. Listen. Do not interrupt the caller. - Keep them on the line as long as possible. Clarify the message - Find out what you can. Where is the bomb? What time is it set to go off? - What about the caller: Do they represent an organization? Where are they calling from? Note voice and speech characteristics and usage of language, i.e. gender, age, loud, drunk, lisp, obscene, nasal, foreign, etc. Try and note background noise. Do not use cell phones or radios or other electronic devices at this time, their electronic waves can trigger an explosive device. - Write the message down if you can and any information obtained from above. IMMEDIATELY call University Police at x 4444, find the building manager and, if directed, assist with evacuation of the building. WEATHER WARNING This indicates that severe weather has developed and is a call to take action. Do not pull the fire alarm, people should stay inside away from the windows. The ballroom and service corridor on the 1st floor are the best places go. Help people to stay calm even if the power goes out. Wait until the weather service gives the all clear and/or University Police or emergency personnel have notified you before leaving the area. - 36 - CRIME IN THE UNIVERSITY CENTER One of the best ways to help prevent crime is to make your presence known. When people know that you are alert, attentive, and on the ball, they will be less likely to commit a crime. If a crime is committed, these habits will help the Police solve the crime because there is a good chance you will have seen something that will help the police find a suspect. Beyond this, encourage people to keep their belongings with them instead of leaving them unattended. Be pro-active; report suspicious or emergency situations to your supervisor or University Police. In this way you will be helping to prevent crime. If a customer is a victim of a crime and they wish to report it to the police, please help them call University Police. If you discover a crime such as vandalism or theft, report it your supervisor and/or call the police to file a report. If you or another employee is a victim, call the University Police at x4444 MEDICAL ATTENTION If a customer or employee is seriously injured, contact your supervisor, the Building Manager on duty, or the Information Desk Assistant—or use a campus courtesy phone to call the University Police. Describe the situation and whether you feel an ambulance is necessary. Moving an injured person could do more harm than good, so unless not-moving them creates a life threatening situation, do not attempt to move them. If the scenario is life-threatening, move him/her while keeping the head and limbs as immobile as possible. Do what you can to provide comfort until medical help arrives (cover if cold, etc.) IF YOU ARE CPR/FIRST AID CERTIFIED…and, if in your judgment, aid is needed, then do what you can. Be sure to keep in mind crowd control and to keep people back to give the emergency crew room. Complete an incident report after the emergency is under control. For minor injuries—scrapes, headaches, splinters, etc.--refer the victim to University Health Services WORKER’S RIGHT TO KNOW At the time you were hired, you were given a "Right to Know" statement designed to help ensure that all employees are aware of the hazards in their work environment and how to protect themselves as needed. This right is guaranteed under the OSHA (Occupational Safety & Health Administration) Hazards Communication Standard and number of other federal and state laws. Material Safety data Sheets (MSDS) are kept on file for all chemicals used in the University Center. An MSDS provides information about the physical & chemical characteristics of each chemical; known effects & exposure limits; precautionary measures; potential carcinogen status; emergency & first aid procedures; and other information. You are required to know where the MSDS notebooks are located and be able to show an OSHA inspector or anyone else where if asked. Our MSDS stations are located on the first floor at the information desk and in the custodial chemical room (131), on the second floor in the UC administrative office and in the third floor custodial closet. - 37 - SPECIAL NOTES ABOUT BLOOD AND BODY FLUIDS You should always exercise extreme caution when dealing with any bodily fluids. We will provide training and you should follow the safety procedures you will be shown in order to protect yourself. ON THE JOB INJURIES If you are injured while working, you must report the injury immediately even if it is minor. Coverage under Workers Compensation depends on reporting the accident within a certain time frame. Failure to do so could cost you coverage for any required healthcare as well as any benefits while you recover. Report accidents to your full-time supervisor as soon as possible. It is always easier to never have an injury... Please work hard but do it carefully! - 38 - POSITION DESCRIPTIONS OFFICE ASSISTANT SUPERVISOR All UCSA Full Time Staff POSITION SUMMARY Office Assistants serve as the office receptionist and assist all full time UCSA staff with various office duties and other duties as assigned within the department. Office Assistants may work in UC 226 or 204. Responsibilities 1. Greets all visitors to the office and provides them information; announce visitors to staff members as appropriate 2. Answer phones and provide correct information to caller or direct to appropriate person or office as necessary 3. Receives and sorts incoming mail for UCSA staff; prepares outgoing mail for pick up by Mail Services and/or deliver to Campus Mail Services 4. Schedule meetings for UCSA full time employees when requested and ensure meetings/appointments do not conflict and are confirmed with all involved 5. Complete tasks as assigned, which may include, but are not limited to: a. Compiling surveys b. Designing the wall calendar or bulletin board decorations and information c. Prepare and/or revise spreadsheets of financial data, statistics, analysis, etc. d. Prepare and/or revise correspondence, documents, policies, manuals, etc. e. File paperwork f. Deliver and pick-up items to/from other departments g. Make copies h. Flyer route (take down old flyers around campus) i. Maintain information databases by inputting and correcting data as assigned j. Fax documents to other campus departments, state agencies or community members 6. Assist all UCSA employees and programs as needed 7. Attend UCSA meetings and training events 8. Report any accidents or incidents to supervisor or other full time employee (if supervisor not present) 9. Alert supervisor of any concerns or issues that need to be addressed 10. Communicate regularly with Office Coordinator 11. Provide excellent customer service at all times 12. Maintain confidentiality of student and customer information at all times 13. Work in any UCSA office as needed (rooms 226 and 204) Qualifications Previous experience in an office setting (preferred) Ability to work independently and take initiative - 39 - Customer service skills Good verbal communication and listening skills Ability to use MS Office, email and internet Ability to use multi-line phone and fax machine Enrolled in the University at least part time as a student and maintain a minimum 2.2 cumulative grade point average - 40 - OFFICE COORDINATOR SUPERVISOR All UCSA Full Time Staff POSITION SUMMARY Office Coordinators serve in a similar capacity as Office Assistants. In addition to normal responsibilities, Office Coordinators assist in the training and development of Office Assistants; coordinate work schedules and assist in the hiring, discipline and evaluation of Office Assistants. Office coordinators may work in UC 226 or 204. Responsibilities Same as above and including: 1. Develop and administer training for new Office Assistants (one on one) 2. Develop and implement agendas and training/updates during monthly student employee meetings 3. Create schedule for Office Assistants 4. Assist with hiring, discipline, and evaluation of Office Assistants 5. Create and implement new ideas 6. Delegate tasks to Office Assistants 7. Coordinate with Administrative Assistant and Accounting Clerk to ensure all office supplies are on hand Qualifications Same as Office Assistants and including: At least one year experience in the UCSA office Ability to take initiative and work independently Outstanding customer service skills Excellent verbal communication and listening skills Ability to provide leadership and training to other employees Extended knowledge of University resources and office locations Extended knowledge of UCSA policies and procedures Enrolled in the University at least part time as a student and maintain a minimum 2.2 cumulative grade point average. Exhibits strong leadership abilities and have a demonstrated ability for training and motivating employees Demonstrated capacity for very high-level attention to detail and a demonstrated desire to place customer service at the top of the priority list - 41 - GRAPHICS DESIGNER SUPERVISOR Programming Coordinator/Assistant Director, UC POSITION SUMMARY The primary responsibility of the Marketing Coordinator is to design, update, and maintain the department’s website. Additionally, the Marketing Coordinator will perform general office duties as well as assist in the design of publications, marketing materials, etc. Responsibilities 1. Greets all visitors to the office and provides them information; announce visitors to staff members as appropriate 2. Answer phones and provide correct information to caller or direct to appropriate person or office as necessary 3. Regularly maintain and update the UCSA website and well as the departmental intranet 4. Refresh/redesign website and intranet as needed 5. Design multiple format publications (e.g., marketing publications, interactive video publications, forms, etc.) 6. Assist all UCSA employees and programs as needed 7. Attend UCSA meetings and training events 8. Report any accidents or incidents to supervisor or other full time employee (if supervisor not present) 9. Alert supervisor of any concerns or issues that need to be addressed 10. Communicate regularly with supervisors 11. Provide excellent customer service at all times 12. Maintain confidentiality of student and customer information at all times 13. Work in any UCSA office as needed (rooms 226,215 and 204) Qualifications Previous experience in an office setting (preferred) Ability to work independently and take initiative Customer service skills Good verbal communication and listening skills Fluent in MS Office, email and internet Extensive knowledge of the Adobe Design Suite (Photoshop, Illustrator, etc.) and Macromedia Studio Design Suite (Dreamweaver, Flash, etc.) Knowledge of FTP, FrontPage, and other internet communications tools Ability to use multi-line phone and fax machine Enrolled in the University at least part time as a student and maintain a minimum 2.2 cumulative grade point average - 42 - SENIOR STUDENT MANAGER SUPERVISOR: Operations Manager and UCSA Coordinator POSITION SUMMARY: The Senior Student Managers are responsible for training new Student Managers, scheduling student staff, leadership and developmental training, and working in the Administrative Office, with primary attention to Scheduling, for 10 hours each per week. The other 10 hours will be spent based out of the Operations Manager’s office, completing assigned tasks. RESPONSIBILITIES: 1. Supervision of student manager staff. 2. Scheduling of student staff. 3. Leadership training of student staff. 4. Assisting in hiring and promotion process of student staff. 5. Special projects such as updating training matrices, creating new assessment tests, etc. 6. Training new building managers in opening and closing procedures. 7. Schedule and oversee meetings with student staff. 8. Assist with creating new student developmental opportunities. 9. Work in the Administrative Office processing reservation requests. 10. Assist in the oversight of building crew after regular business hours and weekends. 11. Aid in the set-up/ attend priority events to act as an event assistant to ensure that operations run smoothly. 12. Give/ acquire assistance from custodial staff when needed. 13. Complete weekend restroom checks and delegate cleaning tasks as seen fit. 14. Complete other duties as assigned. REQUIRED QUALIFICATIONS: 1. Ability to take initiative and work independently. 2. Be enrolled as a full-time student at TAMU-CC and maintain a cumulative GPA of at least 2.5. 3. Exhibits strong leadership abilities and have a demonstrated ability for training and motivating employees. 4. Positive, can-do attitude. 5. Demonstrated capacity for very high-level attention to detail and a demonstrated desire to place customer service at the top of the priority list. 6. Demonstrated ability to take charge in an emergency and assist with safety procedures. 7. Ability to be flexible with schedule. May need to work days, evenings, weekends, etc. PREFERRED QUALIFICATIONS: 1. 2. 3. 4. Student Building Manager status for at least 6 consecutive months. Ability to differentiate between work and personal relationships. Involved in campus life through student organizations, volunteer efforts, etc. Critical thinking, reasoning, reading, and writing skills. - 43 - STUDENT MANAGER SUPERVISOR: Student Managers Assistant Director, Operations Manager, UCSA Coordinator, Senior POSITION SUMMARY: Student Managers are responsible for day, weekend and evening management of the University Center including room set-up, routine cleaning of public areas and monitoring facility safety/security. RESPONSIBILITIES: 1. Ensure meeting/event rooms are open and room set-ups are completed, on time and in a proper manner for scheduled events, and that rooms are returned to standard order after use. Check with event sponsors to verify all needs are met and assist with any additional requests. Monitor areas during events to ensure success, safety and security. 2. Monitor cleanliness of public spaces and assign staff and/or assist in picking up trash, checking restrooms on weekends, wiping tables/chairs in dining area, TV lounge and outside areas as needed, especially during mealtimes and prior to closing. 3. Train, motivate, and supervise other staff (primarily Operations Crew Persons) on their duties, and teach new skills where appropriate. 4. Verify that information tables/chairs in the East Entry and/or outside are set up as scheduled and removed as soon as usage ends or, in the event of a no-show, no more than 30 minutes after usage was scheduled to begin. 5. Maintain Commons dining area, hallways, restrooms and other public areas in a clean and orderly fashion on an on-going basis. 6. Provide general building security; monitor activities and check to ensure that retail areas, offices, meeting/event rooms, storage areas and exterior doors are locked and/or unlocked as scheduled. Enforce all policies throughout the building as needed. Make sure keys and equipment are secured prior to leaving the building. 7. Report damage of facility, equipment or furniture immediately to Operations Manager 2 and/or Physical Plant in the case of an after-hours emergency. Perform minor repair work if appropriate. 8. Attend staff meetings; wear nametag, keys and radio while on duty, respond promptly to pages, and complete weekly tasks and daily reports thoroughly on a routine basis. 9. Complete other duties as assigned. QUALIFICATIONS: Ability to move furniture, lift heavy objects, and bend/kneel/stoop as needed. Ability to take initiative and work independently. Be enrolled as a full-time student at TAMU-CC and maintain a cumulative GPA of at least 2.5. (Allowances or exceptions MAY be made for students actively working on raising their GPA and who have in place a plan to improve their grades). Show leadership abilities, be able to train, motivate, and lead others in achieving desired goals. Demonstrate the ability to take charge in an emergency and assist with safety procedures. - 44 - STUDENT MANAGER IN TRAINING SUPERVISOR: Assistant Director, Operations Manager, UCSA Coordinator, Senior Student Managers POSITION SUMMARY: Student Managers in Training are responsible for learning and perfecting day, weekend and evening management of the University Center including room setup, routine cleaning of public areas and monitoring facility safety/security. RESPONSIBILITIES: 1. Ensure meeting/event rooms are open and room set-ups are completed, on time and in a proper manner for scheduled events, and that rooms are returned to standard order after use. Check with event sponsors to verify all needs are met and assist with any additional requests. Monitor areas during events to ensure success, safety and security. 2. Monitor cleanliness of public spaces and assign staff and/or assist in picking up trash, checking restrooms on weekends, wiping tables/chairs in dining area, TV lounge and outside areas as needed, especially during mealtimes and prior to closing. 3. Train, motivate, and supervise other staff (primarily Operations Crew Persons) on their duties, and teach new skills where appropriate. 4. Verify that information tables/chairs in the East Entry and/or outside are set up as scheduled and removed as soon as usage ends or, in the event of a no-show, no more than 30 minutes after usage was scheduled to begin. 5. Maintain Commons dining area, hallways, restrooms and other public areas in a clean and orderly fashion on an on-going basis. 6. Provide general building security; monitor activities and check to ensure that retail areas, offices, meeting/event rooms, storage areas and exterior doors are locked and/or unlocked as scheduled. Enforce all policies throughout the building as needed. Make sure keys and equipment are secured prior to leaving the building. 7. Report damage of facility, equipment or furniture immediately to Operations Manager 2 and/or Physical Plant in the case of an after-hours emergency. Perform minor repair work if appropriate. 8. Attend staff meetings; wear nametag, keys and radio while on duty, respond promptly to pages, and complete weekly tasks and daily reports thoroughly on a routine basis. 9. Complete other duties as assigned. QUALIFICATIONS: Ability to move furniture, lift heavy objects, and bend/kneel/stoop as needed. Ability to take initiative and work independently. Be enrolled as a full-time student at TAMU-CC and maintain a cumulative GPA of at least 2.5. (Allowances or exceptions MAY be made for students actively working on raising their GPA and who have in place a plan to improve their grades). Show leadership abilities, be able to train, motivate, and lead others in achieving desired goals. Demonstrate the ability to take charge in an emergency and assist with safety procedures. - 45 - STUDENT SERVICE COORDINATOR SUPERVISOR: Assistant Director, Operations Manager, Events Coordinator, Senior Student Managers POSITION SUMMARY: The Student Service Coordinator is primarily responsible for overseeing the desk operations and customer service aspects of the Information Center. They are responsible for training and supervising Student Service Assistants and all Operations Crew members. The Student Service Coordinator’s hours will be split, with 75% of their work delegated to desk duties, and the other 25% will be student manager shifts. During those student manager shifts, the Student Service Coordinator will assume responsibility for the management of the University Center’s event rooms, cleanliness, and security. RESPONSIBILITIES: General Service Responsibilities: 1. Greets customers—in person or by phone—and provides accurate and complete information as requested. Makes referrals and transfers calls frequently throughout the day. 2. Monitors radio communications and uses radio to relay customer requests and/or incident reports to appropriate operations staff member. Calls for emergency assistance to Campus Police and/or Physical Plant may be required in specific circumstances. 3. Reviews and clearly interprets listings of daily meetings/events for the University Center to answer questions and/or direct users to the proper rooms. 4. Maintains and updates Information Desk resources and informational materials including brochures, bulletin boards/displays, etc. Follows up routinely with campus departments, student organizations, etc. to clarify/update information records. 5. Documents items received/found into the Lost and Found logbook and forwards valuable items (wallets, IDs, jewelry, keys) to 215 for security. 6. Reviews fliers, posters, etc. submitted for posting on University bulletin boards. Date stamps them and posts them onto the specified bulletin boards in the UC. 7. Maintain Information Desk area by keeping it neat and clean at all times. General Operations Responsibilities: 1. Set up meeting/event rooms according to the daily Setup Worksheet and/or as directed by supervisor/Student Manager. Ensure that rooms are clean, open, properly equipped at least 15 minutes prior to start time and rooms are secured no more than 15 minutes after meetings end. 2. Clean public spaces such as Commons dining area, lounges, hallways, and outdoor areas around UC as part of regular walking inspections while on duty, as well as emptying trash containers, spot cleaning walls/windows/etc. as needed. 3. Sweep, vacuum and perform other light housekeeping projects in offices, retail areas, etc. as assigned. Perform cleaning tasks such as window washing, carpet cleaning, etc., as assigned. - 46 - 4. Posting approved fliers and removing those without a stamp or expired. 5. Monitor activity throughout the building and surrounding areas; enforce building/University guidelines (no smoking; shoes & shirts; no animals, etc.) as needed. Report problems to appropriate staff person and/or Student Managers as needed. 6. Assist with special tasks such as equipment inventory, office furniture moving, delivery load in/out, etc. as assigned. 7. Wear uniform and nametag while on duty and present oneself in a professional manner to the university and the community at all times. 8. Attend staff meetings, take minutes at student staff meetings, and distribute the minutes via email at the end of each meeting. 9. Complete other duties as assigned by the Student Manager or a full-time staff member. Management/Supervisory Responsibilities: 1. Assist with the training of all of the Operations Crew members and Student Service Assistants. 2. Assist the Operations Manager in making the weekly work schedule. 3. Maintain accurate inventory records with regard to the Lost and Found program. 4. Ensure that Lost and Found items left beyond their “holding period” are put up for sale at bi-annual Lost and Found sales. 5. Work collaboratively with the Marketing Assistant/Web Designer to create publications for distribution at the Information Desk, building signage, etc. 6. Coordinate the University Center banner hanging/taking-down process. 7. Other projects and duties as assigned by the Assistant Director, the Operations Manager, the Events Coordinator, or the Student Manager. QUALIFICATIONS: Strong public relations and customer service skills, with enthusiasm and both the ability to work as a team player and the ability to communicate effectively with the public and those on staff. Have extensive knowledge of the University Center, TAMUCC campus, and the greater Corpus Christi area. Prior use and knowledge of personal computers. Ability to work independently and take initiative. At least six months experience as an OCP and previous experience in the Student Service Assistant position. Be enrolled as a full-time student at TAMU-CC and maintain a cumulative GPA of at least 2.5. - 47 - WEB COORDINATOR The Marketing Coordinator designs, maintains, and updates the department’s website as well as our intranet site. This position is also responsible for general office work responsibilities as well as assistance and coordination in the conceptualization and design of publications of various media. - 48 - STUDENT SERVICE ASSISTANT SUPERVISOR: Assistant Director, Operations Manager, UCSA Coordinator, Senior Student Managers, Student Service Coordinator, Student Managers POSITION SUMMARY: The Student Service Assistant is primarily responsible for assisting the Student Service Coordinator in two areas—training new hires on desk procedures, and overseeing the desk operations and customer service aspects of the Information Center. They are responsible for learning the trades and inner workings of the info desk and broadening their understanding of the building and sharpening customer service skills. Student Service Assistants’ time is generally divided 50/50 between desk duties and student manager in-training shifts. RESPONSIBILITIES: General Service Responsibilities: 1. Greets customers—in person or by phone—and provides accurate and complete information as requested. Makes referrals and transfers calls frequently throughout the day. 2. Monitors radio communications and uses radio to relay customer requests and/or incident reports to appropriate operations staff member. Calls for emergency assistance to Campus Police and/or Physical Plant may be required in specific circumstances. 3. Reviews and clearly interprets listings of daily meetings/events for the University Center to answer questions and/or direct users to the proper rooms. 4. Maintains and updates Information Desk resources and informational materials including brochures, bulletin boards/displays, etc. Follows up routinely with campus departments, student organizations, etc. to clarify/update information records. 5. Documents items received/found into the Lost and Found logbook and forwards valuable items (wallets, IDs, jewelry, keys) to 215 for security. 6. Reviews fliers, posters, etc. submitted for posting on University bulletin boards. Date stamps them and posts them onto the specified bulletin boards in the UC. 7. Maintain Information Desk area by keeping it neat and clean at all times. General Operations Responsibilities: 1. Set up meeting/event rooms according to the daily Setup Worksheet and/or as directed by supervisor/Student Manager. Ensure that rooms are clean, open, properly equipped at least 15 minutes prior to start time and rooms are secured no more than 15 minutes after meetings end. 2. Clean public spaces such as Commons dining area, lounges, hallways, and outdoor areas around UC as part of regular walking inspections while on duty, as well as emptying trash containers, spot cleaning walls/windows/etc. as needed. 3. Sweep, vacuum and perform other light housekeeping projects in offices, retail areas, etc. as assigned. Perform cleaning tasks such as window washing, carpet cleaning, etc., as assigned. 4. Posting approved fliers and removing those that are without a stamp or expired. - 49 - 5. Monitor activity throughout the building and surrounding areas; enforce building/University guidelines (no smoking; shoes & shirts; no animals, etc.) as needed. Report problems to appropriate staff person and/or Student Managers as needed. 6. Assist the Student Service Coordinator and/or the Student Manager with special tasks such as equipment inventory, office furniture moving, delivery load in/out, etc. as assigned. 7. Wear uniform and nametag while on duty and present oneself in a professional manner to the university and the community at all times. 8. Attend all staff meetings and learn about how to take the meeting minutes. 9. Complete other duties as assigned by Senior Student Managers, the Student Service Coordinator, Student Managers, or a full-time staff member. Management/Supervisory Responsibilities: 1. Assist the Student Service Coordinator with tasks involved with training. 2. Maintain accurate inventory records with regard to the Lost and Found program. 3. Assist in ensuring that Lost and Found items left beyond their “holding period” are put up for sale at bi-annual Lost and Found sales. 4. Assist in coordinating the University Center banner hanging/taking-down process. 5. Other projects and duties as assigned by the Assistant Director, the Operations Manager, the Events Coordinator, Senior Student Managers, or the Student Service Coordinator. QUALIFICATIONS: Strong public relations and customer service skills, with enthusiasm and both the ability to work as a team player and the ability to communicate effectively with the public and those on staff. Have sufficient knowledge of the University Center, TAMUCC campus, and the greater Corpus Christi area. Prior use and knowledge of personal computers. Ability to work independently and take initiative. At least six months experience as an OCP OR previous experience supervising and leading other staff members. Be enrolled as a full-time student at TAMU-CC and maintain a cumulative GPA of at least 2.2. - 50 - OPERATIONS CREW PERSON SUPERVISOR: Student Managers Operations Manager, Assistant Director, Senior Student Managers, POSITION SUMMARY: Operations Crew Persons (OCPs) set up meeting/event rooms including cleaning rooms/equipment, opening/securing rooms and returning equipment to storage areas. Other duties include cleaning of public spaces such as Commons dining area, lounges & restrooms as well as responding to customer requests and special tasks as assigned. OCPs also dispense information, directions and assistance in person and by phone to all customers. Handle keys and campus lost and found; posting materials review; keep work area clean; and other related duties as assigned. OCPs must learn/maintain an extensive knowledgebase of information about University Center, the campus and its services/programs. RESPONSIBILITIES: 1. Greets customers--in person or by phone—and provides accurate and complete information as requested. Makes referrals and transfers calls–or gives directions—as needed to ensure customer request is handled satisfactorily. 2. Answers the Information Desk telephones and the campus operator console quickly and provides needed information and/or transfers calls to appropriate office. Writes and/or emails messages accurately and completely for the appropriate staff members as needed. 3. Monitors radio communications and uses radio to relay customer requests and/or incident reports to appropriate operations staff member. Calls for emergency assistance to Campus Police and/or Physical Plant as required. 4. Reviews and clearly interprets listings of daily meetings/events for the University Center and other facilities around campus to answer questions and/or direct users to the proper rooms. 5. Maintains and updates Information Center resources and informational materials including database files, brochure/publications files, bulletin boards/displays and literature racks. Follows up routinely with campus departments, student organizations, etc. to clarify/update information records. 6. Checks out keys to students and staff for after-hours access to offices according to key control procedures. Documents items received/retrieved from Lost and Found in logbook and forwards valuable items (wallets, IDs, jewelry, keys) to Student Manager for security. Assists clients having problems with coin-operated lockers. 7. Reviews fliers, posters, etc. submitted for posting on University Center bulletin board, date stamps then forwards to Student Manager for posting. 8. Maintain Information Center area by keeping it neat and clean at all times. 9. Set up meeting/event rooms according to the daily operations report Ensure that rooms are clean, open, properly equipped at least 15 minutes prior to start time and rooms are secured no more than 15 minutes after meetings end. 10. Clean public spaces such as Commons dining area, lounges, hallways, and outdoor areas around UC etc. as part of regular walking inspections while on duty as well as emptying trash containers, spot cleaning walls/windows/etc. as needed. Keep door/window glass clean and smudge free throughout the day. - 51 - 11. Sweep, vacuum and perform other light housekeeping projects in offices, retail areas etc. as assigned. Assist custodians with project cleaning such as window washing, carpeting cleaning, etc as assigned. 12. Post approved fliers and monitor display areas, removing materials that have not been approved or are out-of-date. 13. Monitor activity throughout the building and surrounding areas; enforce building/University guidelines (no smoking; shoes & shirts; no animals, etc.) as needed. Report problems to appropriate staff person. Assist with special tasks such as equipment inventory, office furniture moving, delivery load in/out, etc. as assigned. 14. Wear uniform and nametag while on duty and present yourself in a professional manner to the university and the community at all times. 15. Attend staff meetings; respond promptly to pages, and complete reports thoroughly on a routine basis. 16. Complete other duties as assigned. QUALIFICATIONS: Strong public relations skills with enthusiasm and ability to work as a team player. Ability to communicate effectively with the public and provide high-quality customer service. Extensive knowledge of the university and surrounding area. Prior use and knowledge of personal computers. Ability to work independently and take initiative. Ability to move furniture, lift heavy objects, and bend/kneel/stoop as needed. Be enrolled as a full-time student at TAMU-CC and maintain a cumulative GPA of at least 2.2 or better. - 52 - GAME ROOM COORDINATOR SUPERVISOR: UCSA Coordinator POSITION SUMMARY: The Game room Coordinator is responsible for opening and/or closing Breakers, overseeing its operations, and maintaining its atmosphere. RESPONSIBILITIES: 1. Greets customers--in person or by phone—and provides accurate and complete information as requested. Makes referrals and transfers calls–or gives directions as needed—to ensure customer request is handled satisfactorily. 2. Train staff members on the policies and procedures of the game room. 3. Assist in the coordination of programs and events for the game room. 4. Assist with the development of game room policy and procedure. 5. Investigate acquisition of hardware, software, and other equipment and furnishings. 6. Assist with personnel scheduling for the game room. 7. Complete other duties as assigned. 8. Edits and maintains training materials. 9. Reviews game room logs and responds as necessary to questions by staff. QUALIFICATIONS: Strong public relations skills with enthusiasm and ability to work as a team player. Ability to communicate effectively with the public and provide high-quality customer service. Extensive knowledge of the university and surrounding area. Prior use and knowledge of personal computers. Ability to work independently and take initiative. Prefer an understanding of the gaming community. Enrolled in the University at least part time as a student and maintain a minimum 2.5 cumulative grade point average. - 53 - GAME ROOM ASSISTANT The Game Room Assistant is responsible for … - 54 - SCHEDULING ASSISTANT The Scheduling Assistant is responsible for … - 55 - University Center Floor Plan - 56 - University Center Staff Creed The University Center at Texas A&M University-Corpus Christi IS the figurative center and life-blood of our University. It is the living room of the University where students, faculty, staff, and visitors gather both socially and for business. It is the duty of the University Center staff to ensure that the facilities are in good condition and that all clients feel as comfortable in the University Center as they do in their own living room. We should consider our duties not as just a job, but as a learning experience that will prove valuable in the future. Consider your experience as a class that you get paid for taking. The following items are essential to ensure success in meeting our mission, goals, and objectives. These items remind us how we can contribute to the most efficient and comfortable atmosphere for our clients, as well as how to be successful in providing the highest quality of work possible. Client Based Responsibilities Greet clients with a smile (a smile is part of your uniform) Maintain clear communication (make eye contact) Never say ‘no’ (if you cannot answer a question find someone who can) Know all the aspects of your job Maintain a personal people-oriented attitude (be friendly) Be able to listen to a client, clarify the problem, and work with the client to find a win/win situation Show your appreciation for being given the opportunity to do business with the client Be able to control your emotions in a critical situation Personal Responsibilities Be prompt and ready to work Maintain an elevated attention to detail Strive to make our workplace better Strive to succeed Take pride in your job Take pride in the building Be honest and trustworthy at all times Respect the condition of our equipment Maintain good working relationships Have an open mind in challenging situations Maintain good communication with all supervisors Each UCSA student employee will have access to a variety of information, supplies, equipment and other resources that are vital to the success of the department. It is expected that each employee treat those resources as privileges and that they are not misused. The following information is a general overview of those resources and how they are to be used: Copier Codes, Long Distance Codes and Office Supplies UCSA has many different copy and long distance codes and office supplies to use for our different areas. The codes and supplies are only to be used for office use. Absolutely no personal or organizational use is allowed. Campus Copies and the various coin operated copy machines located throughout campus are for personal and organizational use. The codes are not to be given to anyone except authorized employees. Confidential Information Student employees may have access to confidential information, such as the Social Security Numbers and personal contact information of other employees or students. All employees are expected to keep this information - 57 - confidential and secure at all times (i.e. do not leave it out in the open). It is never to be shared with anyone other than appropriate employees (supervisor, another employee that is completing the task, etc). Please refer to the Federal Educational Rights and Privacy Act (FERPA) for more information. Upon being hired by the University Center & Student Activities at Texas A&M University-Corpus Christi, a responsibility is taken on to uphold and follow the standards set forth in the University Center Student Employee Manual. I agree that I will abide by all policies and procedures as outlined in these manuals. I agree to put forth 100% effort in following the policies set forth in the Employee Manual as well the duties stated in this document. My signature indicates that I have access to the various manuals I am responsible for knowing, that I agree to hold myself responsible for the contents therein, and that upon request of my supervisor I will release my official grade report for each mid-term and end of term. Name: Date: (Print Clearly) Signature: Banner ID: - 58 -
