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Desk Assistant
Agreement & Description

I understand that the purpose of the University Residence Halls is to offer a living environment that will be an integral part of a student's learning experience at The University of Arizona. The residence hall should provide an atmosphere that is conducive to study as well as social interaction and individual development. Desk Assistants work with students and other Residence Life staff to promote a socially, culturally, and educationally enriching experience for students.

RESPONSIBILITIES:

  1. Customer Service:

    2. As a Desk Assistant, I will demonstrate an investment in the overall service the front desk provides to each resident. I also understand that I am responsible for the efficient operation of the front desk and for providing excellent customer service to residents.

    I commit to the following:

    1. I will be available and accessible to my desk manager and Hall Director.
    2. I will assist residents with questions, resources, mail, maintenance and key management while ensuring confidentiality. This assistance includes recognizing problems and potential problems.
    3. I will maintain a positive working relationship with my supervisor, showing respect for him/her as a supervisor and as a person. I will keep my supervisor informed of relevant issues within 24 hours of occurrence, provide feedback as appropriate, and accept feedback in a professional manner.
    4. I understand the Hall Director can ask me to perform duties that relate to the operation of the residence hall and can instruct me on performance issues.
    5. I will return phone calls and emails to my Desk Manager or other Residence Life Staff in a timely manner.
    6. I will be on time for all my desk shifts.
    7. I understand that I am responsible for the coverage of my hours. If I put a shift up for grab hours and it is not taken by another desk assistant or if I do not properly follow procedures for grab hours, I am still responsible for the hours of my shift.
    8. I will notify my supervisor of any grab hours or changes in my shift hours in advance.
    9. I understand there are weekend shift rotations and that I will be scheduled for one or more of these rotations to meet the needs of the desk. If I can not work these rotations for academic or cultural reasons I will notify my desk manager in advance.
    10. I will communicate all pertinent matters to my desk manager and/or Hall Director.
    11. I will comply with all reasonable work related requests.
    12. I will complete payroll guidelines as outlined by Residence Life Administrative Services.
    13. I will ensure residents understand my role and functions as a DA and will establish a rapport which makes residents feel comfortable approaching me with ideas and concerns.
    14. I will not participate in any dialogue that could be interpreted as negative or demeaning toward another hall/desk staff member, resident, or other individual that is seeking services from the desk.
    15. I will not participate in any form of gossip concerning residents and/or hall staff with hall residents, other desk staff, or supervisor.
    16. I will communicate directly with fellow staff members and my desk manager in any situation where I feel that I am not being heard.
    17. I will not participate in any behavior that may be construed as undermining to the group dynamics of the hall or desk staff.
    18. I will work collaboratively with my fellow staff members to solve interpersonal conflicts.
    19. I will work cooperatively with my desk manager in resolving any negative interpersonal conflicts.
    20. I will utilize the Community Standards found in the University Day Planner. I will enforce and uphold all desk policies and procedures as outlined in the Desk Assistant Manual, and I will do this consistently without bias or malice.
    21. I will read and initial the Communications Log during every shift. I will inform desk staff of relevant information by noting it in the Communications Log and informing my desk manager/hall director, as appropriate.
    22. I will serve as a role model for residents and hall/desk staff by:
      1. Upholding all laws, policies, and procedures of the State of Arizona, The University of Arizona, and Residence Life.
      2. Taking a responsible and active role with the hall/desk staff team.
      3. Treating all members of the community and others with respect.
      4. Being respectful of others’ differences and ethnic/cultural backgrounds.
      5. Confronting inappropriate behavior in a respectful, assertive, and responsible manner.
      6. Being responsible about academic commitments including class attendance.
    23. I understand that illegal and/or irresponsible alcohol or drug use on or off campus may affect my DA status.

  2. Key Management and Facilities

    3. I understand that DAs play an important role in the management and operation of the residence halls and that my DA responsibilities include:

    1. Educating residents about maintenance and custodial roles and resident responsibilities.
    2. Educating residents about safety and security issues and performing security rounds during opening and closing shifts.
    3. Reporting emergency situations and enacting emergency procedures when necessary.
    4. Supporting Maintenance and Custodial staff efforts to provide safe, secure, sanitary, and attractive facilities.
    5. Reporting damages, theft, posting notices, working with my DM or HD, etc.
    6. Assisting in checking in and checking out of residents, and transfers in a timely manner.
    7. Assisting residence with maintenance requests per Residence Life policies, reporting facility concerns through AMFs or emergency call out procedures as appropriate.
    8. Modeling concern for the environment by respecting property, picking up trash, and actively supporting recycling efforts.
    9. Following all key management procedures and protocol established by Residence Life, including performing key audits, ordering of keys, helping residents with lock-outs/lost keys and maintaining the integrity of key safety.
    10. The mismanagement of keys, the improper distribution of keys, or the unauthorized lending or copying of keys could result in my termination.
    11. Completing all desk logs in a timely and accurate manner.
    12. Accepting, sorting, distributing and forwarding U.S. and Campus mail and other packages and parcels, etc. delivered to the desk per established guidelines and policies. I understand tampering with mail is a federal offense and could result in my termination.

  3. Enrollment Status

    4. I understand that I must be a currently enrolled student at The University of Arizona.

  4. Training and Spring Semester Desk Opening

    5. I will fully participate in all staff training and development activities including fall training, on-going training, and selected hall staff development activities. I will be prepared for and arrive at DA training at 8:00 AM on Monday, August 18, 2008. I will attend all training activities through Tuesday, August 19, 2008.

  5. Outside Commitments/Work

    6. I will inform my DM of all extra curricular, excessive course load, volunteer, or employment commitments prior to assuming them so as to ensure they will not conflict with residence hall commitments and my ability to prioritize DA responsibilities.

  6. Hall Director Role

    7. I understand that even though the Hall Director may not be my direct supervisor that they have responsibility for the management of the entire hall including the front desk operations and they can provide direction and feedback for me and the overall management of the desk. The Hall Director of my building will be completing evaluation materials on my job performance.

  7. Holidays/Breaks/Closings

    8. I understand that I share responsibility for the closing and opening of my desk when Residence Life has determined it is appropriate to have the desk closed, i.e., breaks (Thanksgiving and Spring Break) and semester closing. I understand that the desks are open during most University Holidays except the holidays that occur during the winter break. I will clear all vacation/travel plans with my DM in advance. If I do not do so, I understand I may be released from my DA position and I will be ineligible for future employment by Residence Life.

  8. Availability:

    9. I understand that availability is a prerequisite to fulfilling DA job responsibilities. The assignment of shifts is dependent upon my availability and the needs of the desk. I am not guaranteed a certain number of desk hours.

  9. DA Reappointment:

    10. I understand that this appointment is only for the 2008-2009 academic year, that I must apply for reappointment, and that reappointment is not guaranteed. Reappointment decisions are made by the Desk Manager and Area Administrative Assistant in consultation with the Assistant Director of Hall Operations.

  10. Termination

    11. I understand that for unsatisfactory performance or breach of contract/agreement, I may be terminated from my position by Residence Life and I will be ineligible for future employment by the Department. In case of employment termination/resignation, I understand that as an eligible student employee, I have the right to seek adjustment to my employee related condition that I consider to be unjust or adverse to my personal welfare through the use of the Student Employee Grievance Procedure. A grievance must be filed by me no later than (5) calendar days after the knowledge of this incident or situation on which the grievance is based.

If, after accepting this appointment, I elect not to assume my duties or find that I cannot, it is my responsibility to immediately notify my Desk Manager, in writing, that I am resigning from my Desk Assistant position, and I will also notify the Area Administrative Assistant for the hall I am assigned as well as the Assistant Director for Hall Operations.

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