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?