OA Training 2014-15
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Transcript of OA Training 2014-15
OA Training
Alexa Forster – West Campus Program Assistant Ali Kirsch – North Campus Program Assistant
Meet Your Facilitators
Ali Kirsch
Alexa Forster
Welcome To HFS: HFS Units
• Facilities and Capital Planning
• Residential Life
• Husky Card Account and ID Center
• IT
• HR
• Communications and Marketing
• Financial and Student Services
• Conference Services
• Residential and Retail Dining
• Bay Laurel Catering
We employ 300
full-time staff
and over 800
student staff!
Housing & Food Services:
The North Area Team
Mariam Mead Yaqub McCarty Resident
Director
Corey Peacock Haggett Resident Director
Michelle Primley Benton Administrator for North
Campus
Amber Marti McMahon North Resident
Director
Tahani Al-Salem Hansee/2014 House Resident
Director
Robert “Bob” Egnatchik McMahon South Resident
Director
The West Area Team
Susan Sherbak Lander Resident Director
Carissa Mayer Poplar Resident Director
Clive Pursehouse Administrator for West
Campus
Kira Newman Elm Resident Director
Mariasol Hill Alder Resident Director
Alexa Forster Program Assistant
The Apartments Area Team
Sue Ann Huang Mercer Court A
Resident Director
Andrew Rogers Cedar Apartments
Resident Director
Ben Meoz Administrator for Apartments
Brittany Nimeh Nordheim & Family
Housing Resident
Director
Shannon Bradley Mercer Court B & C
Resident Director
Kris McWain Program Assistant
Jessica Hennessy Stevens Court
Resident Director
Jessica Rashid Mercer Court D & E
Resident Director
Chris and Katrina
Chris Jaehne
Assistant Director
Residential Life
Katrina Nelson Program Coordinator
The Conduct Team
Anton Zanotto
Administrator – Conduct,
Compliance, &
Assessment
Coming Soon
Conduct & Compliance
Specialist
Lindsey Sullivan
Program Assistant –
Conduct & Compliance
The Student Development Team
Erica Barton Administrator
Student Development
Noelle Wilson Residence Education
Specialist
Drew Zimmerman Leadership &
Programming Specialist
Ali Kirsch Program Assistant
Exceptional Customer Service
When have you experienced excellent customer service?
Who are your customers?
The GIFT of Excellent Service
• Greet the Customer
• Interact Positively
• Follow Through & Follow Up
• Thank the Customer
Greet the Customer
GIFT Model
• Body Language • Listening Skills
• Minimize Distractions
In Person
Interact Positively
Why is having a positive attitude important?
GIFT Model
Interact Positively
GIFT Model
• “That is a dumb question. I will tell you what to do.”
• “This is impossible.” • “I think that is the wrong approach.” • “I don’t like that idea.”
Follow Through & Follow Up
Why is this important?
Why does following up say about you?
GIFT Model
Thank the Customer
Why is saying thank you important?
GIFT Model
FAQs
Listen and Acknowledge
Express empathy
Clarify the problem
Offer options
With a
Customer
With a
Process or
Other issue
Use your resources
- people, information, tools
Ask the right questions
- who needs to know, who can help, is it urgent?
Send an email, make a phone call
Problem-Solving Strategies
Small Group Work
Operating Phones
• When answering a phone call, start out by saying “__________ Office, (your name) speaking, how may I help you?”
• Transferring a phone call
– To while on the call, hit transfer, type in the 5 digit extension of the person you are trying to transfer the call to, and then quickly hang up the phone.
Outlook
• Scheduling an appointment
1. Select New Appointment
2. In the Subject box, type a description.
3. In the Location box, type the location.
4. Enter the start and end times.
Other: Invite attendees/Recurring Meeting times
Inside HFS Logging In • You will log-in to Inside HFS through a Residential Life Office computer.
• Your Inside HFS username is your UW NetID, preceded by the letters “hfs” and a backslash (located above “Enter” on the keyboard)
• example: hfs\UW NetID
Residential Life Unit Site The Residential Life unit site currently displays our program goals and lists members of the Residential Life Team, as well as…
Links • From the Residential Life unit site, you can navigate to the RLT, RA, and Leadership Office
SharePoint sites, as well as to related websites outside of Inside HFS.
Shared Documents • Shared Documents library on the Residential Life unit site contains files that are available
to read by anyone within HFS. Our organization chart and RA/CA staff directory (without RA/CA phone numbers) will typically be the only files in this library.
Inside HFS Continued… Links • To items on the Inside HFS RA site:
• Priority Document Database
• REM Database
• To items on the Inside HFS Leadership Program site:
• Programming Form
• Programming Calendar
• Equipment Calendar
• To items outside of Inside HFS:
• Incident Report Form
• Citrix
• ProCard and eProcurement
• Work Order
• Online Accident Reporting System
• CMS
• The Daily
OA Tasks
• Daily Tasks vs Downtime Tasks
– In the event that you have completed all daily tasks and downtime tasks you may work on school related work.
– DO NOT watch Netflix, Facebook, text, etc.
– While we understand that you may need to occasionally access your phone,
OA Run
Conduct Labeling Conduct Folders
• The top tabs of the yellow
conduct files need to be labeled
with the student’s last name,
first name, and ID number in
that order.
• You may print or handwrite
conduct folder labels.
• If you would like to print
conduct labels, refer to
directions on labels in your
office.
• If you choose to hand write
conduct labels, please write in
black pen and as neat as
possible.
Digital Screens
• Used for advertising in halls with TV screens on residential floors and lobby areas.
– While these will primarily be updated by OAs in new facilities, it is important to know so that you can make a screen for your building and still be able to send it to a west campus building for advertisement purposes!
Petty Cash – Reimbursement Form
Petty Cash – Receipt Attachment
Advertisements – Good Examples
Small Group Work
Translating your Experience
Dress Code
APPROPRIATE APPAREL:
• Nice jeans
• Khakis
• Slacks or other pants
• Skirts
• Dresses
• Nice shirts (polos, blouses etc.)
• Husky apparel
• Comfortable shoes
APPAREL NO-NOs:
• Miniskirts
• Miniskirt length dresses
• Ripped jeans
• Sweatpants
• Flip flops
• Baggy sweatshirts or other lounge wear
Questions?