FLUVANNA MASTER GARDENERS HORTICULTURAL HELP DESK
Duties – Operations Outline
Shift Procedure Summary
Help Desk Phone Number: 434-591-1955……….VCE Number: 434-591-1950
Important: If you are unable to staff the shift you have signed up for, you are
responsible for finding a replacement. Notify the Help Desk Coordinator of the change by
updating the schedule on the FMG website www.fluvannamg.org or by contacting the
Help Desk Coordinator directly.
1.
Starting the Shift
A. Let the secretary (Erin Davis) know who you are and how long you plan to stay
B. Check Inbox on desk in Help Desk room
C. Check your name off on the master schedule in the Log Book, Procedures section
D. Start a new Shift Check-Off List (blue form).
2. Doing the Duty
A. Check Log Book for unresolved inquiries & check notes left by prior shift.
B. Check inquiries from Farmers’ Market – The Master Gardeners at the previous day’s
Farmers’ Market are responsible for getting their Log forms/samples to the Help
Desk Master Gardeners in time for the next Help Desk opening.
C. File any completed Farmers’ Market Log forms - check for and fill in any missing data
including problem type and number.
D. Research and respond to any unresolved Log forms from Farmers’ Market.
E. Look for pending Lab responses from Virginia Tech (VT), usually in Inbox or on desk.
F. Enter mail inquiries in Log Book, research and respond.
G. Check Voice Mail (if phone light is on) enter each inquiry on Log form, research and
respond. When finished entering in Log Book – delete.
See Telephone System Operation below.
H. When speaking on the phone with a client and there are more than one Master
Gardeners present, use the speaker phone so all can hear and respond.
I. Check for Email by using Outlook (NOT Express). See Help Desk Procedure for
Emails. Computer password is “hello”.
Outlook user id is info@fluvannamg.org and password is palmyra.
Hit send and receive after getting into Inbox to get new emails.
Enter into Log Book using PINK Log form, research and respond.
J. Greet walk-ins and phone-ins, create Log Book entries, research and respond.
K. Create envelopes, include VCE buck slip and FMG mailer, FMG business
cards/magnet and copy information to mail to clients in response to inquiries.
L. If there is nothing to do, review the VCE Publications Update and in binders on
bottom shelf.
3. Completing a Help Desk Log Form
A. Complete a new Log form for each contact. Use PINK version for email inquiries,
WHITE for all others. If a client has multiple problems, fill out a separate Log form
for each. Fill in all information completely and legibly.
B. To assign a Problem Number, use the month, day and year. Append a sequential
number starting with one and increasing by 1 for each additional contact. For
example: May 2, 2009……First contact: 050209-1……Second contact: 0502092….etc.
C. Record the Problem Type Number – refer to the Problem Type Sheet on bulletin
board.
D. Fill in the appropriate section of the Log - Plant Disease Dx, Insect ID, Weed ID or
Other. The info requested is the same as that needed to complete the VT LAB/Plant
Clinic forms.
E. ALWAYS complete the last section with Answer Given/Action Taken. Staple a copy
of any material sent to the client to the Log. Write what follow up is needed if you are
NOT closing the problem.
F. If a problem cannot be closed out by the end of your shift, tag the Log form with a
small purple post-it.
G. If a sample is to be sent to the Lab for analysis, mark the sample with the Problem
Number, client’s name and fill out the appropriate VCE/VT Lab submittal form (most
commonly used ones are kept in the bins on the wall, all are on the VT website). Our
extension office code is 065. Flag the Help Desk Log form with a small purple (or
other color) post it.
4. Research Approaches
A. General discussion and analysis among members of the duty team.
B. Review reference books and materials on bookcase in Help Desk office.
Most valued ones are on top shelf. Review VCE Horticultural Publications in white binders in bottom shelf. Index to these is posted on the bulletin
board.
C. NOTE that ALL pesticide information MUST be taken from the current
VCE Pest Management Guide. There are several copies on the shelf –
always use most recent date.
Never recommend brand name products - only use generic or chemical
name as indicated in VCE PM Guide. VT accepts liability for
recommendations made directly from the PMG. If you make
recommendations outside of the PMG, the liability rests with you.
D. Use internet for research - go to VCE/VT sites FIRST for educational
resources and programs. Internet Explorer is set for http://intra.ext.vt.edu/
Use Quick Links or Click on Publications and Resources on top bar, then
topics will be on left and recent updates on right. Topics will send you to
Numbered Publications. Always start with .edu sources and other recognized
authorities.
E. Also check the FMG website www.fluvannamg.org for resources/information.
F. Consult with available Extension Agents.
G. Submit samples to Lab/Plant Clinic. When client provides a sample, try to
initially identify the problem, obtaining as much information and sample
material as possible. If team cannot solve the problem, consult with the
Fluvanna Horticultural Agent first. See the special list of sources on bulletin
board. If still unresolved, fill out the correct VCE/VT submittal form to be sent
to the Lab with the sample. Follow instructions “Submitting a Plant Specimen
to the VT Plant Clinic” – in Help Desk Log book, Procedures section and in
bin on office wall. Allow at least two weeks for a reply.
H. Always encourage clients to submit soil samples to VT. Use VT soil shipping
box and Publication 452-125 Soil Sample Info Sheet for HOME Lawns,
Gardens, etc. (NOT the Commercial Crop form). Supply of box and form is
kept in office & at Farmers’ Market.
We never recommend commercial brands, stores or services by name – only by
type – if possible. If forced to use names of stores, etc., give several and refer
client to classified ads or phone book.
5. Ending the Shift
A. Complete and file Shift Check-Off List in Log Book following last Log form
entry.
B. Police area, replace all books and materials, turn off the computer, lock and
shut door to outside hall.
C. Take any outgoing mail to front office to be mailed – do not seal until you
check with Extension Agent or secretary.
D. Inform secretary you are leaving and thank her for her help.
Telephone System Operation:
Checking Voice Mail: Press Vmail button on upper left of phone. Wait for voice prompt,
enter code 1002.
Local call: press Outbound and dial the number.
Toll call: press Outbound and dial the number, wait for the tone and key in 118.
3/03/10
Fluvanna Master Gardeners Horticultural Help Desk at Farmers’ Market
April through October 2 to 5 pm
Please come at least half an hour early to set up and secure a shady space. Please stay later
than 5 pm if you have people interested. When finished, return all equipment and supplies to
4H shed and lock it and return key to hiding place.
When counting your volunteer hours, include set up, take down and travel time.
Supplies and equipment are kept in the 4H shed in the second field behind the house at
Pleasant Grove on route 53 in Palmyra.
Key to 4H shed – back of shed - outside on left as you look at the back – on nail under the
shed proper.
Equipment –
Table
2 chairs
2 black wire racks for flyers, etc.
Supplies –
FMG green tablecloth – in a bin
Plastic bins/crate of flyers, handouts
Master Gardener Manual
Pest Management Guide
Reference books
Contact Sheets – record all contacts sequentially. Store in closed bin.
Log forms – fill out ONLY if follow up is needed at the office Help Desk. You are responsible for
getting the Logs and any sample materials to the Help Desk Master Gardeners by 11 am the
following Wednesday.
Clipboard and form for people to sign up if interested in becoming a Master Gardener.