Difference between revisions of "Volunteer Desk Orientation"

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(→‎Checklist: Removed "acquire & counting till" because interns don't do this; removed instructions & link to printing a Donation Receipt (the Dead Trees Version); added 1 work shift in Receiving)
 
(38 intermediate revisions by 7 users not shown)
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This form should be printed out, completed, and placed in the new intern's file.
+
{{migrated}}
 +
[https://docs.google.com/document/d/19L-062CbbgOnFdXcgj-X1uXZx7IEarFRBU5Q20ERZYQ/edit?usp=sharing Link]
  
 
==Checklist==
 
==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.
+
When a new Office Support Intern is accepted into the Free Geek [http://www.freegeek.org/volunteer/internships/ 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.
  
−
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: _____________________________________
+
New Front Desk Intern's Name: _______________________________ <br>
 +
 
 +
==Training Modules for Office Support Interns==
  
  
 
{| class="wikitable" BORDER=1px CELLPADDING=5 CELLSPACING=0 width=100%  
 
{| class="wikitable" BORDER=1px CELLPADDING=5 CELLSPACING=0 width=100%  
 
|- style="background:black; color:white"
 
|- style="background:black; color:white"
−
!| Policy Briefing
+
!| PRIOR TO FIRST DAY
 
!| Date
 
!| Date
−
!| Trainee Initials
 
 
!| Staff Initials
 
!| Staff Initials
 
|-
 
|-
−
|| Create & file a folder under Admin: last name, first name ||  ||  ||
+
|| Take Orientation tour ||  ||   
−
|-
 
−
|| Take Orientation tour ||  ||  ||
 
−
|-
 
−
|| '''''[[Volunteer Intern Contract]]''''': review, sign & file ||  ||  ||
 
−
|-
 
−
||'''''[[Conflict of Interest Policy]]''''': review, sign & file ||  ||  ||
 
−
|-
 
−
|| Emergency Info Request: enter ER contact, phone # & any allergies into database ||  ||  ||
 
−
|-
 
−
|| 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!  ||  ||  ||
 
 
|-
 
|-
 
|}
 
|}
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{| class="wikitable" BORDER=1px CELLPADDING=5 CELLSPACING=0 width=100%  
 
{| class="wikitable" BORDER=1px CELLPADDING=5 CELLSPACING=0 width=100%  
 
|- style="background:black; color:white"
 
|- style="background:black; color:white"
−
!| Physical Orientation
+
!| PAPERWORK
 
!| Date
 
!| Date
 
!| Trainee Initials
 
!| Trainee Initials
 
!| Trainer Initials
 
!| Trainer Initials
 
|-
 
|-
−
|| Review building layout, public accessibility and names for various areas  ||  ||  ||
+
|| '''''[[Volunteer Intern Contract]]''''': review, sign & file ||  ||  ||
 
|-
 
|-
−
|| '''''[[Safety]]''''' training. Details on that page.  ||  ||  ||
+
|| '''''[http://wiki.freegeek.org/images/5/55/Conflict-of-interest-agreement.odt Conflict of Interest]''''': review, sign & file ||  ||  ||
 
|-
 
|-
−
|| Indicate available admin workspaces (library) ||  ||  ||
+
|| '''''[[General Conduct Guidelines]]''''':review ||  ||  ||  
 
|-
 
|-
−
|| Review layout behind Donor Desk: tools, files & till  ||  ||  ||
+
|| '''''Arriving Late and Cancellations''''' / calling in sick: provide contact info ||  ||  ||
 
|-
 
|-
−
|| Review layout behind Volunteer Desk: bag check, files, cleaning supplies & tools  ||  ||  ||
 
 
|}
 
|}
  
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{| class="wikitable" BORDER=1px CELLPADDING=5 CELLSPACING=0 width=100%  
 
{| class="wikitable" BORDER=1px CELLPADDING=5 CELLSPACING=0 width=100%  
 
|- style="background:black; color:white"
 
|- style="background:black; color:white"
−
!| Technical Stuff
+
!| IT - PERMISSIONS & LOG-INS
 
!| Date
 
!| Date
 
!| Trainee Initials
 
!| Trainee Initials
−
!| Staff Initials
+
!| Trainer Initials
 
|-
 
|-
−
|| Add to Email Lists (frontdesk, regulars, tours, social) ||  ||  ||  
+
|| Add to email list: frontdesk, (regulars?), (social?) ||  ||  ||
 
|-
 
|-
−
|| Update [[Volunteer Internship Schedule]] with start & end dates, schedule & tasks ||  ||  ||
+
|| Checking "frontdesk@" e-mails: make calls/updates and respond to e-mails  ||  ||  ||
 
|-
 
|-
 
|}
 
|}
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{| class="wikitable" BORDER=1px CELLPADDING=5 CELLSPACING=0 width=100%  
 
{| class="wikitable" BORDER=1px CELLPADDING=5 CELLSPACING=0 width=100%  
 
|- style="background:black; color:white"
 
|- style="background:black; color:white"
−
!| Technical Infrastructure Orientation
+
!| PROGRAM INFORMATION
 
!| Date
 
!| Date
 
!| Trainee Initials
 
!| Trainee Initials
 
!| Trainer Initials
 
!| Trainer Initials
 
|-
 
|-
−
|| Wiki http://wiki.freegeek.org/ ||  ||  ||
+
|| Adoption vs. Build ||  ||  ||
 +
|-
 +
|| Language, lingo, and jargon -- [[Volunteer Scheduling Keywords]] ||  ||  ||
 +
|-
 +
|| The different areas within Adoption: Receiving, Recycling (Bench, Table), Printerland, Testing ||  ||  ||
 +
|-
 +
|| The different areas within Build: Prebuild (Hardware ID, System Evaluation), Build/Assembly (Quality Control, Build Workshop), Post-Build (Laptops, Macintosh, Server Build, Advanced Testing) ||  ||  ||
 +
|-
 +
|| The physical requirements of each volunteer area (standing vs. sitting, lifting, where we best accommodate different abilities, etc.) ||  ||  ||
 
|-
 
|-
−
|| Database http://data/  (only accessible from inside FG) ||  ||  ||
+
|| Disbursement basics: how, when, and why disbursements happen ||  ||  ||
 
|-
 
|-
 +
|| The Tour (the first step for new volunteers): when, how long, etc  ||  ||  ||
 
|}
 
|}
  
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{| class="wikitable" BORDER=1px CELLPADDING=5 CELLSPACING=0 width=100%  
 
{| class="wikitable" BORDER=1px CELLPADDING=5 CELLSPACING=0 width=100%  
 
|- style="background:black; color:white"
 
|- style="background:black; color:white"
−
!| Cultural Orientation
+
!| USING THE DATABASE
 
!| Date
 
!| Date
 
!| Trainee Initials
 
!| Trainee Initials
−
!| Staff Initials
+
!| Trainer Initials
 +
|-
 +
|| Reviewing Volunteer Applications, entering new volunteer information ||  ||  ||
 +
|-
 +
|| Checking in volunteers ||  ||  ||
 +
|-
 +
|| Recording volunteer and intern hours (program/shift types, rounding to 0.25 hour) ||  ||  ||
 +
|-
 +
|| Recording hours for community service or school credit ||  ||  ||
 +
|-
 +
|| The difference between hours and points ||  ||  ||
 +
|-
 +
|| Scheduling volunteers for shifts (future shifts, walk-ins, which shifts can be split, etc.) ||  ||  ||
 
|-
 
|-
−
|| Introduced around to core volunteers ||  ||  ||  
+
|| Refreshing the schedule frequently and not overwriting already-scheduled shifts ||  ||  ||
 
|-
 
|-
−
|| Introduced around to staff: indicate collective member  ||  ||  ||
+
|| Printing out volunteer hours ||  ||  ||
 
|-
 
|-
−
|| How to tell you're doing well (on time, floor shifts, moving position forward, commitments) ||  ||  ||  
+
|| Accessing the "call list" feature ||  ||  ||
 
|-
 
|-
−
|| '''''[[Free Geek FAQ]]''''' ||  ||  ||  
+
|| Emergency Info Request: enter ER contact, phone # & any allergies into database ||  ||  ||
 
|-
 
|-
−
|| '''''[[Standing Staff Committees]]''''' What the committees do and where to send what emails ||  ||  ||  
+
|| CLASSES: finding class information, scheduling volunteers for classes ||  ||  ||
 
|-
 
|-
−
|| '''''[[Netiquette at Free Geek]]''''' ||  ||  ||  
+
|| CLASSES: scheduling non-volunteers for classes ||  ||  ||
 
|-
 
|-
−
|| Documentation (why it's important, where to document what) ||  ||  ||  
+
|| INTERMEDIATE: merging duplicate records for a volunteer ||  ||  ||
 
|-
 
|-
−
|| Where to park your car ||  ||  ||  
+
|| INTERMEDIATE: transferring/combining points for volunteers - all parties must be present  ||  ||  ||
 
|-
 
|-
 
|}
 
|}
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{| class="wikitable" BORDER=1px CELLPADDING=5 CELLSPACING=0 width=100%  
 
{| class="wikitable" BORDER=1px CELLPADDING=5 CELLSPACING=0 width=100%  
 
|- style="background:black; color:white"
 
|- style="background:black; color:white"
−
!| General Training
+
!| ANSWERING THE TELEPHONE
 
!| Date
 
!| Date
 
!| Trainee Initials
 
!| Trainee Initials
 
!| Trainer Initials
 
!| Trainer Initials
 
|-
 
|-
−
|| [[Making coffee]] ||  ||  ||
+
|| '''''[[Answering the phone]]''''' ||  ||  ||
−
|-
 
−
|| 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 ||  ||  ||
+
|| Using the telephone: Free Geek FAQ's ||  ||  ||
 
|-
 
|-
−
|| Turning on computers & logging in ||  ||  ||
+
|| Using the telephone: how to transfer calls ||  ||  ||
 
|-
 
|-
−
|| Keeping area tidy throughout day ||  ||  ||
+
|| Using the telephone: how to check voicemail; return calls, send email, enter cancellations as necessary ||  ||  ||
 
|-
 
|-
−
|| Supply request: know what you need, ask BEFORE out ||  ||  ||
+
|| Paging: using the intercom on the telephone and awareness of areas that cannot hear the intercom  ||  ||  ||
 
|-
 
|-
−
|| [[Answering the phone]] ||  ||  ||
+
|| Making reminder calls: Prebuild (Hardware ID, System Evaluation) and classes ||  ||  ||
−
|-
 
−
|| Interacting with volunteers who speak a foreign language [[http://wiki.freegeek.org/index.php/Useful_Foreign_Language_Expressions]] ||  ||  ||
 
 
|-
 
|-
 
|}
 
|}
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{| class="wikitable" BORDER=1px CELLPADDING=5 CELLSPACING=0 width=100%  
 
{| class="wikitable" BORDER=1px CELLPADDING=5 CELLSPACING=0 width=100%  
 
|- style="background:black; color:white"
 
|- style="background:black; color:white"
−
!| Volunteer Desk Training
+
!| VOLUNTEER DESK DUTIES
 
!| Date
 
!| Date
 
!| Trainee Initials
 
!| Trainee Initials
 
!| Trainer Initials
 
!| Trainer Initials
 
|-
 
|-
−
|| "Toaster Oven" ||  ||  ||
+
|| Review the Daily Checklist: '''''[[Volunteer Desk Checklist]]''''' ||  ||  ||
 
|-
 
|-
−
|| Daily Checklist: '''''[[Volunteer Desk Checklist]]''''' ||  ||  ||
+
|| Checking bags ||  ||  ||
 
|-
 
|-
−
|| Checking bags: '''''[[Bag Check Policy]]''''' ||  ||  ||
+
|| When and how to write equipment passes ||  ||  ||
 
|-
 
|-
−
|| Checking in volunteers by putting a check mark next to their name on the sign-up sheet. If they walk in to fill an empty slot, make sure their names are written on the sign-up sheets with a check mark at the time of walk in. ||  ||  ||
+
|| Signing in non-volunteers ||  ||  ||
 
|-
 
|-
−
|| Logging volunteer hours in database ||  ||  ||
+
|| Handing out program information (what's in the filing cabinet) ||  ||  ||
 
|-
 
|-
−
|| Adding a volunteer to the database ||  ||  ||
+
|| '''''[[Making coffee]]''''' ||  ||  ||
 
|-
 
|-
−
|| Merging duplicate records for a volunteer ||  ||  ||
+
|| Putting in supply requests before supplies run out ||  ||  ||
 
|-
 
|-
−
|| Signing up or guiding volunteers on shifts: adoption, pre-build, build, post-build ||  ||  ||
+
|| Printing and restocking handouts and forms from '''''[[Dead Trees]]''''' ||  ||  ||
 
|-
 
|-
−
|| Understand '''''[[Scheduling Exceptions]]''''' ||  ||  ||
+
|| Writing reminder cards ||  ||  ||
 
|-
 
|-
−
|| Checking the phone '''''[[Phone System Howto | messages]]''''': return calls, send email messages, mark cancellations ||  ||  ||
+
|| Slow time tasks checklist ||  ||  ||
 
|-
 
|-
−
|| Make class reminder calls: Adoption, Command line, Wed & Fri Monthly classes ||  ||  ||
+
|| Keeping the front desk tidy ||  ||  ||
 
|-
 
|-
−
|| Schedule volunteers for classes. Write their name & phone number in the classbook. Fill out a reminder card for them. ||  ||  ||
+
|| Recording your own hours as an intern ||  ||  ||
 
|-
 
|-
−
|| Paging/Using Intercom || || ||
+
|}
 +
 
 +
 
 +
{| class="wikitable" BORDER=1px CELLPADDING=5 CELLSPACING=0 width=100%
 +
|- style="background:black; color:white"
 +
!| FREE GEEK POLICIES
 +
!| Date
 +
!| Trainee Initials
 +
!| Trainer Initials
 
|-
 
|-
−
|| Transferring telephone calls ||  ||  ||
+
|| When to ask staff for assistance ||  ||  ||
 
|-
 
|-
−
|| Review all emails to "frontdesk @": Make calls/updates, respond to emails ||  ||  ||
+
|| Breaks (how and when to take them) ||  ||  ||
 
|-
 
|-
−
|| Transferring hours for volunteers: all parties must be present ||  ||  ||
+
|| '''''[[Bag Check Policy]]''''' ||  ||  ||
 
|-
 
|-
−
|| Dispersement data entry ||  ||  ||
+
|| Signing Checks, Contracts, Invoices: don't do it!  ||  ||  ||
 
|-
 
|-
−
|| Prepping new schedule pages: Adopt, Build, Prebuild ||  ||  ||
+
|| Parking ||  ||  ||
 
|-
 
|-
−
|| Prepping new class pages: Command line, Adoption, Wed & Fri Monthly classes ||  ||  ||
+
|| '''''[[Netiquette at Free Geek]]''''' ||  ||  ||  
 
|-
 
|-
−
|| Filing schedules: Staff, Adoption, Build ||  ||  ||
+
|| Access to other volunteer information: using common sense, professionalism and discretion  ||  ||  ||
 
|-
 
|-
−
|| Printing & restocking handouts & forms on '''''[[Dead trees]]''''' ||  ||  ||
+
|| '''''[[Safety]]''''' training  ||  ||  ||
 
|-
 
|-
 
|}
 
|}
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{| class="wikitable" BORDER=1px CELLPADDING=5 CELLSPACING=0 width=100%  
 
{| class="wikitable" BORDER=1px CELLPADDING=5 CELLSPACING=0 width=100%  
 
|- style="background:black; color:white"
 
|- style="background:black; color:white"
−
!|Donor Desk Training
+
!| OTHER INFORMATION
 
!| Date
 
!| Date
 
!| Trainee Initials
 
!| Trainee Initials
 
!| Trainer Initials
 
!| Trainer Initials
 
|-
 
|-
−
|| Work at least one shift in Receiving ||  ||  ||
+
|| Building walk around: layout and names for various areas + familiarization with core volunteers & staff ||  ||  ||
−
|-
 
−
|| Processing tally sheets and taking donations ||  ||  ||
 
−
|-
 
−
|| '''''[[Processing credit cards]]''''' ||  ||  ||
 
−
|-
 
−
|| '''''[[Processing Monetary Donations]]''''' ||  ||  ||
 
−
|-
 
−
|| '''''[[Invoicing Donors]]''''' ||  ||  ||
 
−
|-
 
−
|| '''''[[Checking the checks]]''''' ||  || ||
 
−
|-
 
−
|| Answering Questions about '''''[[Data Security]]''''' ||  ||  ||
 
 
|-
 
|-
−
|| Understanding '''''[[Ewaste Legislation Scenarios]]''''' and knowing '''''[[Ewaste Training]]''''' ||  ||  ||
+
|| 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  ||  ||  ||
 
|-
 
|-
−
|| Reviewing and filing Volunteer Applications ||  ||  ||
+
|| Continued learning: taking classes and volunteering in other areas ||  ||  ||  
 
|-
 
|-
−
|| Printing & restocking handouts & forms on '''''[[Dead trees]]''''' ||  ||  ||
+
|| Supply request: BEFORE running out, ask staff to request more ||  ||  ||
 
|-
 
|-
 
|}
 
|}
  
 +
[[Category:Volunteer Internships]]
 
[[Category:Front Desk]]
 
[[Category:Front Desk]]
−
[[Category:HR]]
+
[[Category:Training]]
 
[[Category:Hiring]]
 
[[Category:Hiring]]
 
[[Category:Howto]]
 
[[Category:Howto]]
 +
[[Category:Volunteer Training]]

Latest revision as of 12:42, 5 September 2014

deletion

This page has been migrated to a document on Free Geek's Google Drive.

Information remaining behind may no longer be relevant.

MIGRATOR:

When you have tagged this page as migrated,
please add a link to the new document on Google Drive.

(Link to new page immediately below.)


Link

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


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


IT - PERMISSIONS & LOG-INS Date Trainee Initials Trainer Initials
Add to email list: frontdesk, (regulars?), (social?)
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 -- Volunteer Scheduling Keywords
The different areas within Adoption: Receiving, Recycling (Bench, Table), Printerland, Testing
The different areas within Build: Prebuild (Hardware ID, System Evaluation), Build/Assembly (Quality Control, Build Workshop), Post-Build (Laptops, Macintosh, Server Build, Advanced Testing)
The physical requirements of each volunteer area (standing vs. sitting, lifting, where we best accommodate different abilities, etc.)
Disbursement basics: how, when, and why disbursements happen
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 (program/shift types, rounding to 0.25 hour)
Recording hours for community service or school credit
The difference between hours and points
Scheduling volunteers for shifts (future shifts, walk-ins, which shifts can be split, etc.)
Refreshing the schedule frequently and not overwriting already-scheduled shifts
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 reminder calls: Prebuild (Hardware ID, System Evaluation) and classes


VOLUNTEER DESK DUTIES Date Trainee Initials Trainer Initials
Review the Daily Checklist: Volunteer Desk Checklist
Checking bags
When and how to write equipment passes
Signing in non-volunteers
Handing out program information (what's in the filing cabinet)
Making coffee
Putting in supply requests before supplies run out
Printing and restocking handouts and forms from Dead Trees
Writing reminder cards
Slow time tasks checklist
Keeping the front desk tidy
Recording your own hours as an intern


FREE GEEK POLICIES Date Trainee Initials Trainer Initials
When to ask staff for assistance
Breaks (how and when to take them)
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
Continued learning: taking classes and volunteering in other areas
Supply request: BEFORE running out, ask staff to request more
Retrieved from "http://wiki.freegeek.org/index.php?title=Volunteer_Desk_Orientation&oldid=70820"