Front Desk Internship Training Checklist

Checklist

When a new Office Support Intern is accepted into the Free Geek Internship program, several training modules need to be covered. It is the Volunteer Coordinator's job to make certain new interns are trained. Some of the training can be done by other Free Geek employees or interns, but it's the Volunteer Coordinator's responsibility to make certain that it gets done and that a complete hard copy of this document exists in the new intern's file.

New Front Desk Intern's Name: _______________________________

Training Modules for Office Support Interns

PRIOR TO FIRST DAY	Date	Staff Initials
Take Orientation tour
Create & file a folder under Admin: last name, first name

PAPERWORK	Date	Trainee Initials	Trainer Initials
Volunteer Intern Contract: review, sign & file
Conflict of Interest: review, sign & file
General Conduct Guidelines
Arriving Late and Cancellations / calling in sick: provide contact info

IT - PERMISSIONS & LOG-INS	Date	Trainee Initials	Trainer Initials
Assign database account: "Front_Desk", "Volunteer_Manager", and "Contact_Manager"
Assign e-mail log-in, access e-mail
Add to email lists: frontdesk, etc
Checking "frontdesk@" e-mails: make calls/updates and respond to e-mails

PROGRAM INFORMATION	Date	Trainee Initials	Trainer Initials
Adoption vs. Build
Language, lingo, and jargon
The different areas within Adoption: Receiving, Recycling (Bench, Table), Printerland
The different areas within Build: Prebuild (Hardware ID, System Evaluation), Build/Assembly (Quality Control, Build Workshop), Post-Build (Laptops, Macintosh, Server Build, Advanced Testing)
Disbursement basics: how, when, and why disbursements happen
Taking the Tour - the first step for new volunteers - when, how long, etc

USING THE DATABASE	Date	Trainee Initials	Trainer Initials
Reviewing Volunteer Applications, entering new volunteer information
Checking in volunteers
Recording volunteer and intern hours (look at program/shift types; round to the nearest 0.25 hour)
Recording hours for community service or school credit
The difference between hours and points
Scheduling volunteers for shifts (future shifts and walk-ins)
Printing out volunteer hours
Accessing the "call list" feature
Emergency Info Request: enter ER contact, phone # & any allergies into database
CLASSES: finding class information, scheduling volunteers for classes
CLASSES: scheduling non volunteers for classes
INTERMEDIATE: merging duplicate records for a volunteer
INTERMEDIATE: transferring/combining points for volunteers - all parties must be present

ANSWERING THE TELEPHONE	Date	Trainee Initials	Trainer Initials
Answering the phone
Using the telephone: Free Geek FAQ's
Using the telephone: how to transfer calls
Using the telephone: how to check voicemail; return calls, send email, enter cancellations as necessary
Paging: using the intercom on the telephone and awareness of areas that cannot hear the intercom
Making class reminder calls: Prebuild (Hardware ID, System Evaluation) and classes

VOLUNTEER DESK DUTIES	Date	Trainee Initials	Trainer Initials
Review the Daily Checklist: Volunteer Desk Checklist
Making coffee
Printing and restocking handouts and forms from Dead Trees
Writing reminder cards
When and how to write equipment passes
Slow time tasks checklist
Keeping the front desk tidy
Recording your own hours as an intern: please do this at the end of every shift

FREE GEEK POLICIES	Date	Trainee Initials	Trainer Initials
"Toaster Oven"
Bag Check Policy
Signing Checks, Contracts, Invoices: don't do it!
Parking
Netiquette at Free Geek
Access to other volunteer information: using common sense, professionalism and discretion
Safety training

OTHER INFORMATION	Date	Trainee Initials	Trainer Initials
Building walk around: layout and names for various areas + familiarization with core volunteers & staff
Behind the Volunteer Desk - review layout: bag check, files, cleaning supplies & tools
Benefits of volunteering/interning: First Tech Credit Union, 20% store discount, participation in committees, access to library and computer lab, classes
Front Desk working group meetings: 2nd Saturday of the Month from 9:00 - 9:45 am. Attendance is optional but please review meeting notes.
Continued learning: taking classes and volunteering in other areas
Indicate available admin workspaces (library)
Standing Staff Committees: what the committees do
Supply request: know what you need, ask BEFORE out