Difference between revisions of "Front Desk"

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This page provides information on what needs to be done throughout the day while working at the front desk. For more information relevant to working at the [[:Category:Volunteer Desk|volunteer]] and [[:Category:Donation Desk|donation]] desks, check their respective categories.
+
This form should be printed out, completed, and placed in the new intern's file.
  
−
==Pre-Opening Tasks==
+
==Front Desk Orientation Checklist==
−
* Acquire & '''count''' cash drawer
+
When new front desk worker is hired, there are several steps that need to be performed. It's the [[buddy]]'s job to make certain these steps are accomplished. Most of these things must be done by other people but it's the buddy's responsibility to make certain that it gets done and that a complete hard copy of this document exists in the new worker's file.
−
** (Be sure to initial your count.)
 
  
−
* Clean front desk as needed (sweep, vacuum, mop, dust)
+
The buddy needs to determine an orientation schedule, and will need to arrange appointments with other staff members or interns who are responsible for parts of the orientation. Please orient new front desk worker on the following.
−
* [[Making coffee|Make Coffee]] in urn
 
−
* Stock (4) bathrooms with TP (2 rolls each) & paper towels as needed
 
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** Check to make sure the dispensers work. (They may need batteries replaced.)
 
−
* Fill all (4) bathroom soap dispensers with 1/3 Castille soap & 2/3 water
 
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* Fill both (2) dishwashing soap dispensers with 1/3 Concentrated dish soap & 2/3 water
 
  
−
* Turn on all computers in front desk area and log in
 
  
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===At volunteer desk===
+
New Front Desk Worker's Name: __________________________________
−
* Put out current volunteer schedule sheets for build and adoption.
 
−
*'''Review all emails to "frontdesk@..." for cancellations, group volunteering, etc.  Make calls & edit schedule accordingly.'''
 
−
* Review phone [[Phone System Howto | messages]]
 
−
** Return calls.
 
−
** Send [http://web.freegeek.org/mail/src/login.php e-mail] messages to staff or committees as needed.
 
−
** Check schedule sheet and record cancellations as needed.
 
−
* Make reminder calls for all classes, including [[FreekBox Adoption Class]]es and [[Basic Linux Command Line for Builders|Command Line classes]].
 
−
* Check hardware donation forms supply and print new forms as needed.
 
−
* Every Tuesday Print new schedule pages (Don't forget the class schedules), adoption & build packets, volunteer brochures(Do this on Tuesday and Thursday), build status sheets, new volunteer forms, tech support forms - all as needed
 
−
* THEN, put [[Group volunteering | pre-assigned groups]] from our Group volunteering page onto the adoption schedule weekly.
 
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* Also check the [[Summer_Break_Groups | Summer break groups]] and block out their shifts on the adoption schedule. (Read [[Group Volunteering Policy | here]] for more info or talk to Darryl.)
 
−
* Notify MK if '''close''' to out of: white volunteer cards, yellow class cards, or Jason's tech support cards
 
−
* Notify MK or Liane when '''close''' to out of coffee supplies or office supplies. Do not wait until you are out.  There is a lag time.
 
−
* Check and add printer paper if needed.
 
−
* Put previous day's staff schedule (3-hole punch, 1st) into notebook
 
−
* Prepare [http://data/staffsched Staff Schedule] sheet.  Color code prebuild (pink), recycling (green) and hardware donations (yellow) staffers and shifts. (Wait until just before we open to print the daily staff schedule.)
 
  
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==Tasks Done During Work Hours==
+
Buddy's Name: _____________________________________
  
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===Donor desk===
 
−
* Take donations and print [[Donation Receipt | donation receipts]].
 
−
** See [[Processing_credit_cards|Processing Credit Cards]]
 
−
** See [[Processing Monetary Donations]].
 
−
** See [[Invoicing Donors]].
 
−
** See [[Checking the checks]].
 
−
** Answer Questions about [[Data Security | Data Security]]
 
−
** Check out [[Ewaste Legislation Scenarios]] if you're in doubt about how to classify donations.
 
−
* Answer the phone if the volunteer desk does not do so within a couple of rings (you may have to transfer over there if scheduling is required).
 
  
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===Volunteer desk===
+
{| class="wikitable" BORDER=1px CELLPADDING=5 CELLSPACING=0 width=100%
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* Enact the [[Bag Check Policy]].
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|- style="background:black; color:white"
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* Check in volunteers.
+
!| Policy Briefing
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* Schedule volunteers. (See [[Scheduling Exceptions]].)
+
!| Date
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* Log volunteer hours.
+
!| Trainee Initials
−
* Enter volunteer information during/after tour.
+
!| Staff Initials
−
* Interact with volunteers who speak a [[Useful Foreign Language Expressions | foreign language]]  
+
|-
−
* Put [[Group volunteering | pre-assigned groups]] from our Group volunteering page onto the adoption schedule weekly. (Read [[Group Volunteering Policy | here]] for more info or talk to Darryl.)
+
|| Create & file a folder under Admin: last name, first name ||  ||  ||
−
* Also check the [[Summer_Break_Groups | Summer break groups]] and block out their shifts on the adoption schedule.
+
|-
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* Schedule volunteers for classes.
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|| [[Volunteer Intern Contract]]: review, sign & file ||  ||  ||
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* Schedule and teach people [[Cleaning]].
+
|-
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* Sign folks up for [[classes]].
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|| Requesting schedule changes/days off: provide contact info ||  ||  ||
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** Write their name & phone number in the classbook.
+
|-
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** Fill out a yellow reminder card for them.
+
|| [[Arriving Late and Cancellations]]/Calling in Sick: provide contact info ||  ||  ||
−
* Schedule [[large tours]]
+
|-
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* Schedule [[Pickups Intake|large donation pickups]]
+
|| Signing Checks, Contracts, Invoices: don't do it!  ||  ||  ||
 +
|-
 +
|| Explain that this position is at-will employment and that he/she is subject to reviews ||  ||  ||
 +
|-
 +
|| Emergency Info Request: enter ER contact, phone # & any allergies into database ||  ||  ||
 +
|-
 +
|| Take Orientation tour ||  ||  ||
 +
|-
 +
|}
  
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===Using the Phone===
 
−
* [[Answering the phone | Answer the phone]]
 
−
* Answer Questions about [[Data Security | Data Security]]
 
−
* Check [[Phone System Howto | messages]].
 
  
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===Printing===
+
{| class="wikitable" BORDER=1px CELLPADDING=5 CELLSPACING=0 width=100%
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* Print necessary items through [[Dead trees]].
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|- style="background:black; color:white"
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** Build packets.
+
!| Physical Orientation
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** Adoption packets.
+
!| Date
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** Brochures.
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!| Trainee Initials
−
** Schedule sheets.
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!| Trainer Initials
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** Group Volunteer Form
+
|-
 +
|| Review building layout, public accessibility and names for various areas  ||  ||  ||
 +
|-
 +
|| [[Safety]] training. Details on that page.  ||  ||  ||
 +
|-
 +
|| Review ([[After Hours Access Policy]])  ||  ||  ||
 +
|-
 +
|| Indicate available admin workspaces ||  ||  ||
 +
|-
 +
|| Review layout behind donor desk: tools, files & till  ||  ||  ||
 +
|-
 +
|| Review layout behind volunteer desk: tools, files & bag check  ||  ||  ||
 +
|}
  
−
===Miscellaneous Important Tasks===
 
−
* Check area for miscellaneous junk. Remove junk.
 
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* Ensure tour guide is available. [[Regularly Scheduled Tour Guides]]
 
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* Occasional [[Community Service Procedure |community service]] volunteer processing.
 
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* Schedule classes for outside volunteers. Volunteers from [[Outsourcing Recycling |here]] should be signed up regardless of how many hours they have recorded. Sometimes they may need special classes. If this is the case talk to Liane.
 
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* Check build status book for missing information and alphabetize pages if needed.
 
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* Remove Free Geek's fax number from unwanted solicitation faxes
 
−
* Provide [[information on how to get tech support]]
 
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* How to handle requested pick-up calls:  take the request and e-mail it to pickup at freegeek dot org.
 
−
* If Spanish speakers come to inquire about volunteering, print out the Spanish info sheet from the website [[http://freegeek.org/voluntariamente.php Cómo Voluntario]]
 
−
* Update Wiki for Front Desk
 
  
−
==Closing==
+
{| class="wikitable" BORDER=1px CELLPADDING=5 CELLSPACING=0 width=100%
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* Erase all marked contribution slips.
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|- style="background:black; color:white"
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* Recycle notes.
+
!| Technical Stuff
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* Put pens, pencils, scissors, etc. back where they belong.
+
!| Date
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* Bus cups and plates that may be at the front desk area.
+
!| New Hire Initials
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* Put left items in lost & found.
+
!| Staff Initials
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* Return cards neatly to card box.
+
|-
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* Put all binders back where they belong.
+
|| Create a Free Geek email address  ||  ||  ||
−
* Turn off all computers
+
|-
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* Clean up food & dishes
+
|| Orient to Squirrelmail: mail.freegeek.org ||  ||  ||
−
* '''Empty coffee pots and clean all parts until they wipe clean with a paper towel.'''
+
|-
 +
|| Create database account  ||  ||  ||
 +
|-
 +
|| Create wiki account  ||  ||  ||
 +
|-
 +
|| Add to Email Lists (frontdesk, regulars, tours, social)  ||  ||  ||
 +
|-
 +
|| Update [[Volunteer Internship Schedule]] with start & end dates, schedule & tasks ||  ||  ||
 +
|-
 +
|}
  
−
==Money Handlers==
 
−
Go to [[Volunteer Cashiers Policy#Current List of Volunteers Authorized to Cashier | this page]] to see who's been approved to handle money at Free Geek.  If someone wants to handle money, have 'em send an email to staff.
 
  
−
[[Opening and closing out the till]] contains all the steps Money Handlers use to prep the till for opening, and to close out the till at the end of the night.
+
{| class="wikitable" BORDER=1px CELLPADDING=5 CELLSPACING=0 width=100%
 +
|- style="background:black; color:white"
 +
!| Technical Infrastructure Orientation
 +
!| Date
 +
!| Trainee Initials
 +
!| Trainer Initials
 +
|-
 +
|| Wiki http://wiki.freegeek.org/ ||  ||  ||
 +
|-
 +
|| Database http://data/  (only accessible from inside FG) ||  ||  ||
 +
|-
 +
|}
  
−
==Training Check Lists for Front Desk Folks==
+
 
−
*[[Template:Training Guide for Front Desk Internship]]
+
{| class="wikitable" BORDER=1px CELLPADDING=5 CELLSPACING=0 width=100%
−
*[[User:Koopa/Front Desk Training Guide]]
+
|- style="background:black; color:white"
−
*[[User:MaryKate/Front_Desk_Training_Guide]]
+
!| Cultural Orientation
 +
!| Date
 +
!| New Hire Initials
 +
!| Staff Initials
 +
|-
 +
|| Orientation to our meeting structure ([[Meeting Tips|Facilitating]], [[Scribe|Scribing]], [[Consensus]]) ||  ||  ||
 +
|-
 +
|| Introduced around to core volunteers ||  ||  ||
 +
|-
 +
|| Introduced around to staff: indicate collective member  ||  ||  ||
 +
|-
 +
|| Explain what to expect the first few weeks ||  ||  ||
 +
|-
 +
|| How to tell you're doing well (on time, floor shifts, moving position forward, commitments) ||  ||  ||
 +
|-
 +
|| [[Free Geek FAQ]] ||  ||  ||
 +
|-
 +
|| [[Standing Staff Committees]] What the committees do and where to send what emails ||  ||  ||
 +
|-
 +
|| [[Netiquette at Free Geek]] ||  ||  ||
 +
|-
 +
|| Documentation (why it's important, where to document what) ||  ||  ||
 +
|-
 +
|| Where to park your car ||  ||  ||
 +
|-
 +
|| Full policy list http://wiki.freegeek.org/index.php/Category:Policy ||  ||  ||
 +
|-
 +
|}
 +
 
 +
 
 +
{| class="wikitable" BORDER=1px CELLPADDING=5 CELLSPACING=0 width=100%
 +
|- style="background:black; color:white"
 +
!| General Training
 +
!| Date
 +
!| Trainee Initials
 +
!| Trainer Initials
 +
|-
 +
|| [[Making coffee]] ||  ||  ||
 +
|-
 +
|| Restocking 4 bathrooms: toilet paper, paper towels & hand soap ( 1 part soap to 2 parts water) ||  ||  ||
 +
|-
 +
|| Restocking 2 kitchens: sponge & dish soap (1 part soap to 2 parts water) ||  ||  ||
 +
|-
 +
|| Restocking coffee area: spoons in cup, sugar & creamer ||  ||  ||
 +
|-
 +
|| Turning on computers & logging in ||  ||  ||
 +
|-
 +
|| Keeping area tidy throughout day ||  ||  ||
 +
|-
 +
|| Supply request: know what you need, ask BEFORE out ||  ||  ||
 +
|-
 +
|| [[Answering the phone]] ||  ||  ||
 +
|-
 +
|| Interacting with volunteers who speak a foreign language [[http://wiki.freegeek.org/index.php/Useful_Foreign_Language_Expressions]] ||  ||  ||
 +
|-
 +
|}
 +
 
 +
 
 +
{| class="wikitable" BORDER=1px CELLPADDING=5 CELLSPACING=0 width=100%
 +
|- style="background:black; color:white"
 +
!| Volunteer Desk Training
 +
!| Date
 +
!| Trainee Initials
 +
!| Trainer Initials
 +
|-
 +
|| Checking bags: [[Bag Check Policy]] ||  ||  ||
 +
|-
 +
|| Checking in volunteers ||  ||  ||
 +
|-
 +
|| Logging volunteer hours in database ||  ||  ||
 +
|-
 +
|| Prepping staff schedule: highlight prebuild (pink), recycling (green), receiving (yellow), front desk (orange) ||  ||  ||
 +
|-
 +
|| Signing up or guiding volunteers on shifts: adoption, pre-build, build, post-build ||  ||  ||
 +
|-
 +
|| Understand [[Scheduling Exceptions]] ||  ||  ||
 +
|-
 +
|| Adding a volunteer to the database ||  ||  ||
 +
|-
 +
|| Checking the phone [[Phone System Howto | messages]]: return calls, send email messages, mark cancellations ||  ||  ||
 +
|-
 +
|| Make class reminder calls: Adoption, Command line, Wed & Fri Monthly classes ||  ||  ||
 +
|-
 +
|| Review all emails to "frontdesk @": Make calls/updates, respond to emails ||  ||  ||
 +
|-
 +
|| Merging duplicate records for a volunteer ||  ||  ||
 +
|-
 +
|| Transferring hours for volunteers: all parties must be present ||  ||  ||
 +
|-
 +
|| Dispersement data entry ||  ||  ||
 +
|-
 +
|| Prepping new schedule pages: Adopt, Build, Prebuild ||  ||  ||
 +
|-
 +
|| Prepping new class pages: Command line, Adoption, Wed & Fri Monthly classes ||  ||  ||
 +
|-
 +
|| Filing schedules: Staff, Adoption, Build ||  ||  ||
 +
|-
 +
|| Printing & restocking handouts & forms on [[Dead trees]] ||  ||  ||
 +
|-
 +
|}
 +
 
 +
 
 +
{| class="wikitable" BORDER=1px CELLPADDING=5 CELLSPACING=0 width=100%
 +
|- style="background:black; color:white"
 +
!|Donor Desk Training
 +
!| Date
 +
!| Trainee Initials
 +
!| Trainer Initials
 +
|-
 +
|| Acquiring & Counting Till ||  ||  ||
 +
|-
 +
|| Take Donations & Print [[Donation Receipt]] ||  ||  ||
 +
|-
 +
|| [[Processing credit cards]] ||  ||  ||
 +
|-
 +
|| [[Processing Monetary Donations]] ||  ||  ||
 +
|-
 +
|| [[Invoicing Donors]] ||  ||  ||
 +
|-
 +
|| [[Checking the checks]] ||  ||  ||
 +
|-
 +
|| Answering Questions about [[Data Security]] ||  ||  ||
 +
|-
 +
|| Understanding [[Ewaste Legislation Scenarios]] ||  ||  ||
 +
|-
 +
|| Printing & restocking handouts & forms on [[Dead trees]] ||  ||  ||
 +
|-
 +
|}
  
 
[[Category:Front Desk]]
 
[[Category:Front Desk]]
−
[[Category:Procedures]]  
+
[[Category:HR]]
−
[[Category:Places]]
+
[[Category:Hiring]]
 +
[[Category:Howto]]

Revision as of 13:17, 6 January 2010

This form should be printed out, completed, and placed in the new intern's file.

Front Desk Orientation Checklist

When new front desk worker is hired, there are several steps that need to be performed. It's the buddy's job to make certain these steps are accomplished. Most of these things must be done by other people but it's the buddy's responsibility to make certain that it gets done and that a complete hard copy of this document exists in the new worker's file.

The buddy needs to determine an orientation schedule, and will need to arrange appointments with other staff members or interns who are responsible for parts of the orientation. Please orient new front desk worker on the following.


New Front Desk Worker's Name: __________________________________

Buddy's Name: _____________________________________


Policy Briefing Date Trainee Initials Staff Initials
Create & file a folder under Admin: last name, first name
Volunteer Intern Contract: review, sign & file
Requesting schedule changes/days off: provide contact info
Arriving Late and Cancellations/Calling in Sick: provide contact info
Signing Checks, Contracts, Invoices: don't do it!
Explain that this position is at-will employment and that he/she is subject to reviews
Emergency Info Request: enter ER contact, phone # & any allergies into database
Take Orientation tour


Physical Orientation Date Trainee Initials Trainer Initials
Review building layout, public accessibility and names for various areas
Safety training. Details on that page.
Review (After Hours Access Policy)
Indicate available admin workspaces
Review layout behind donor desk: tools, files & till
Review layout behind volunteer desk: tools, files & bag check


Technical Stuff Date New Hire Initials Staff Initials
Create a Free Geek email address
Orient to Squirrelmail: mail.freegeek.org
Create database account
Create wiki account
Add to Email Lists (frontdesk, regulars, tours, social)
Update Volunteer Internship Schedule with start & end dates, schedule & tasks


Technical Infrastructure Orientation Date Trainee Initials Trainer Initials
Wiki http://wiki.freegeek.org/
Database http://data/ (only accessible from inside FG)


Cultural Orientation Date New Hire Initials Staff Initials
Orientation to our meeting structure (Facilitating, Scribing, Consensus)
Introduced around to core volunteers
Introduced around to staff: indicate collective member
Explain what to expect the first few weeks
How to tell you're doing well (on time, floor shifts, moving position forward, commitments)
Free Geek FAQ
Standing Staff Committees What the committees do and where to send what emails
Netiquette at Free Geek
Documentation (why it's important, where to document what)
Where to park your car
Full policy list http://wiki.freegeek.org/index.php/Category:Policy


General Training Date Trainee Initials Trainer Initials
Making coffee
Restocking 4 bathrooms: toilet paper, paper towels & hand soap ( 1 part soap to 2 parts water)
Restocking 2 kitchens: sponge & dish soap (1 part soap to 2 parts water)
Restocking coffee area: spoons in cup, sugar & creamer
Turning on computers & logging in
Keeping area tidy throughout day
Supply request: know what you need, ask BEFORE out
Answering the phone
Interacting with volunteers who speak a foreign language [[1]]


Volunteer Desk Training Date Trainee Initials Trainer Initials
Checking bags: Bag Check Policy
Checking in volunteers
Logging volunteer hours in database
Prepping staff schedule: highlight prebuild (pink), recycling (green), receiving (yellow), front desk (orange)
Signing up or guiding volunteers on shifts: adoption, pre-build, build, post-build
Understand Scheduling Exceptions
Adding a volunteer to the database
Checking the phone messages: return calls, send email messages, mark cancellations
Make class reminder calls: Adoption, Command line, Wed & Fri Monthly classes
Review all emails to "frontdesk @": Make calls/updates, respond to emails
Merging duplicate records for a volunteer
Transferring hours for volunteers: all parties must be present
Dispersement data entry
Prepping new schedule pages: Adopt, Build, Prebuild
Prepping new class pages: Command line, Adoption, Wed & Fri Monthly classes
Filing schedules: Staff, Adoption, Build
Printing & restocking handouts & forms on Dead trees


Donor Desk Training Date Trainee Initials Trainer Initials
Acquiring & Counting Till
Take Donations & Print Donation Receipt
Processing credit cards
Processing Monetary Donations
Invoicing Donors
Checking the checks
Answering Questions about Data Security
Understanding Ewaste Legislation Scenarios
Printing & restocking handouts & forms on Dead trees
Retrieved from "http://wiki.freegeek.org/index.php?title=Front_Desk&oldid=44806"